Name: Turo
Rating: 1.28

“Initially my experience was good, but then it tuned very bad. With Spring Break in FL, there were no rental cars available. I had to travel on an urgent matter, so I decided to try Turo based on a recommendation from a friend. The rental cost was high, $120 per day for a Mustang, plus they added additional fees for airport delivery/other, $249...the total billed to my CC for the one day was $369. High, but I was okay with it given my need and circumstances. The problem arose on the return of the car. I communicated through Turo messaging with my owner multiple times both on the day of pick and the following day of return. The car was scheduled for return at noon, I dropped car off at 12:42, well within their own policy for late returns, 2 hours btw in case you didn't know (see attached). I was within the rules, but the owner never even mentioned it when I picked up or as I was driving back to airport for the return. He just said to take my time. After dropping the car F2F, I headed to security and my gate. It was then I received a message saying my car was late. Later, I got an email with an invoice saying my CC was charged a $124.50 late fee. I immediately appealed via email given I was never told about possible late fees nor was I even in violation to begin with. Customer Support responded to my appeal after 24 hours, saying they were denying my appeal and not refunding the late charge. I entered into a good faith agreement with Turo to rent a car from one of their members for one day, I paid in full and executed that agreement by returning the car with a full tank of gas btw, even though I picked it 3/4 full. I regress. Anyway, what they did to charge me an unauthorized late fee against their own rules was bad business practice, unethical and predatory in all honesty. They took advantage of having my CC on file to run a bogus charge. Worse, their customer support could've cared less in denying my appeal. Based on their 2.7 out of 5 rating overall with 46 reviews, it's not surprising really. As a result I feel compelled to write a critical review as well and let others know to do your own due diligence before renting from them. They have nice cars and probably pretty good member owners overall, but the high cost coupled with some seemingly pretty shady business dealings makes them a bad option IMO. Good luck. CJ”

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Posted 4 years ago

“I had a terrible experience with TURO.com. My wife and I made a reservation months in advance to take a JEEP to the Grand Canyon. We found out on our own the day before we left that the reservation had been cancelled two week prior due to some technicality with her license (She had used my driver's license but her email). ZERO notification or warning about this... Customer service was not helpful at that point, only offering to correct the account and license information but not replacing the vehicle rental or reservation. At this point there were only some very high-priced sports cars available for rental, to which the representative offered a $55 voucher for...lol The entire thing felt like a bait-n-switch con... Would advise you to have a back-up rental with a traditional car service that you can cancel if TURO.com falls through. Very poor communication and customer service was not helpful. Very little acknowledgment or recourse with this company. We did manage to salvage our vacation with a last minute very high-priced traditional car rental company, because at that point TURO.com had pretty much left us out to dry.”

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Posted 4 years ago

“They want me to upload a picture of my bank card... what the hell.. is this not fishy.. i uploaded my license and selfie but to upload my bank card? So closing my account soon.. i am sure there arenother ways to verify people's bank details..”

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Posted 4 years ago

“I had a very negative experience with Turo. As they are a new company to the market, they are very reactive instead proactive when it comes to their customers. Also, when you try to call/email/chat with them, they have representatives that seem to not be able to assist you and you end up being transferred again and again. Or, you can just be told that they cannot help you and that you will be contacted back, but never get a response to help you out with solving a problem. They also have a certain host, Christopher, that I would use extreme caution with if you were to rent from him. He seems nice enough to your face, but he cannot be confided in and will stab you in the back given the opportunity to satisfy his needs.”

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Posted 4 years ago

“Our host cancelled the night before our trip !!! We still have not received our money back. Luckily, we ended up renting last minute with Enterprise for less money and a better car !!!”

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Posted 4 years ago

“The worst customer service ever! My friend was trying to unlock his account on Turo, everything was okay until they asked me to send my Driver License, selfie with Myself holding my driver license, my credit card statement, selfie with Myself holding that freaking statement in my hands. It is crazy with this requirements, and the most important is why the hell I had to provide any of my personal information over to Turo, if my friend had issues, not me?? And we never lived together. I feel bad for my friend because he spent two weeks trying to unlock his account and at the end it still wasn't done. Since I refused to send my personal information, Turo never unlocked my friends account. I've never seen this kind of poor and uneducated customer service, even from DMV! I am writing this review just so people can understand how ridiculous and poor Turo's customer service is. With all this nonsense questions and not been able to properly explain why they need all this information. Be careful and stay safe!”

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Posted 4 years ago

“I have been emailing Turo for over a month trying to understand why they are charging me for a small dink in the windshield that was the result of simply driving on the highway (i.e. not a result of an accident or third party damage). I have had rental cars with this problem and they have never tried to charge me for a replacement windshield. I purchased their standard insurance policy with a $500 deductible. The basics are: 1) We were driving on the highway when a rock hit the windshield (a small rock, the crack is about as long as a fingernail as evidenced in photos). 2) The owner of the vehicle messaged me after the car was returned and said that I could pay the $340 to get it fixed or try to go through Turo's claims process, although he cautioned against this as he knew of people being held liable for the $500 deductible from previous incidents and said they charge for administration fees without detailing those. 3) I contacted their customer service line before submitting a claim and spoke to someone who assured me it would be covered so I should go ahead with their claims process (I have the call reference # if they wanted to check). 4) The claims process comes back with a these following "details" and a bill for $500 per the insurance policy: "Breakdown of claim costs: The total cost of this claim is: $723.61 Damage amount: $623.61 Processing fees: $100.00" 5) I have asked repeatedly for an explanation of their wear and tear policy seeing as my understanding before purchasing the insurance was that something like this would be under their wear and tear as stated on their website. All inquiries regarding more specific language have resulted in me being repeatedly sent back to their website that states "Exterior Wear and Tear is any dings, dents, cracks, or scratches to the exterior body of the vehicle that are 3 inches in diameter or less. It includes, but isn’t limited to rims, wheels, hubcaps, any painted or textured area for the body of the vehicle, and moldings." This obviously does not mention windshields but the damage caused by a rock flying up during driving is well below the 3 inch diameter. I have asked numerous times to see the language as to why the windshield is not covered with just the most recent email saying that it is not covered under the definition of the body of the car. No official language from the company, just representatives saying this is what it is. Obviously, with first being told it was covered and now this flip flop saying it isn't, I am not trusting a representative's word without seeing how they are characterizing the damage. However, they refuse to be more specific. 6) The owner of the car purchased premium insurance and I purchased their standard insurance. It has not been explained to me why both policies do not cover a complete coincidence (a rock hitting a windshield, vs. something like and accident) and why I am paying out of pocket if the repair is already covered by his insurance. 7) I have read online about Turo's previous behavior concerning claims similar to mine and they seem to do this regularly. Apparently the only way to get these charges dropped is to go to small claims court. The following is an excerpt of the latest email (edited for clarity) that I have sent which is a representation of my repeated inquiries and frustrations with the company. "Again, to reiterate this to the point of exhaustion, I am asking for a concrete (PDF), detailed version of your legal language concerning this [wear and tear policy regarding windshields] and a copy of the administrative report from this claim detailing how the admin charges were calculated. I would like to see in this policy where the windshield is positively classified as non-body, or a separate entity from the body on the vehicle, and, additionally, an explanation for why a WINDSHIELD is not mentioned in your EXTERIOR wear and tear policy. If you insist that this charge is valid, and tell me you would like to explain the charges, then please do explain them fully. I am not taking quotes that you have internally generated by whatever policies you have (that I apparently am not allowed to read as evidenced by the incredible amount of pushback I've had with getting this language to read for myself) as an explanation in any way. Moreover, to repeat myself again, an individual told me it would be covered over the phone. I believed her without asking for the language of the policy (my mistake, clearly. The call reference number is XXXXXXX). I cannot take your word in good faith seeing as a representative apparently checked your policy for me and, seeing as she told me over the phone explicitly that I would be covered, did not relay the correct information about what I would actually be on the hook for. Therefore, I refuse to take anyone's word on this seeing as it is not clear to me that any specific representative I am talking to knows what the actual policy is apart from some vague language on your website. Furthermore, please explain: 1) Why I am being charged twice the rate the owner gave me for a replacement windshield. If he gets it replaced for $340 (as he quoted me- I have a screenshot), why would I pay twice that for a fix up that didn't actually cost that much? 2) Why I am paying for your standard insurance when the owner also has premium insurance - if his car is covered by your premium insurance what's the point in me purchasing insurance at all?" To conclude, the company seems to be intentionally vague both before purchasing insurance and now when I am asking for the details of why I am being charged. I believe they think I will give up and pay out of frustration, not because they will detail why I am being charged what I am being charged.”

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Posted 5 years ago

“Do NOT make an account with Turo. Do not put up any personal information on your account. It is a scam. I had used Turo once, over a year ago, the experience was fine, however a year later, my account got hacked and Turo has done nothing to help me out. The first time my I was charged $800USD, they refunded my the money, minus the exchange rate, therefore still lost out on $100. They told me they would completely deactivate my account, get rid of any of my personal information, including banking information, so the next time I was to use the app, I would be creating a new account all together. Yet, 2 months after that experience, the same account information had been used and charged $150USD to my account. And now, since my account has been compromised, their "team" doesn't know where to start or how to figure out how to actually help me here. Their trust & safety team is absouletly useless, they don't get back to you for over a week at a time and when they do, are of no help. When you call Turo customer service, they had random people speaking to you with no information that will actually help you. They don't have a real customer service team therefore could care less about what you've been experiencing. I am now out about $250, and Turo has done nothing to help me get this sorted. No one to call, and no one to email. Completely disappointed, and now I am left having to change all my banking information since the company itself doesn't seem to care about unauthorized account activity.”

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Posted 5 years ago

“I didn't see a unfair charge for cleaning which I only had three days to dispute. Customer service very unhelpful and said that's their policy with no movement. Would not recommend.”

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Posted 5 years ago

“Very Bad Experience with Turo I rented a car for one month and returned the car on time without any damage. Then I found out the host raised a claim for paint peel off underneath the car, even you can not see it with the normal viewing angle , you need to be underneath the car. Physically there is no damage. Turo sent claims with over estimated prices and charge you fees if you want to dispute!!! Otherwise they will send the claim to collection. Don't get attracted with low price of the car rental at the beginning, since you will pay more later. The car owner is trying to get more money through these false claims. This is not a professional customer relationship. There is no customer support at all. I have raised a complaint for more than 2 months about the host and I did not get any response. Many customers complain about the same issue. It seems this is a famous trick ( take photos from underneath the car) several car owners used to do it and raise claims.”

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Posted 5 years ago

“Very Bad Experience with Turo I rented a car for one month and returned the car on time without any damage. Then I found out the host raised a claim for paint peel off underneath the car, even you can not see it with the normal viewing angle , you need to be underneath the car. Physically there is no damage. Turo sent claims with over estimated prices and charge you fees if you want to dispute!!! Otherwise they will send the claim to collection. Don't get attracted with low price of the car rental at the beginning, since you will pay more later. The car owner is trying to get more money through these false claims. This is not a professional customer relationship. There is no customer support at all. I have raised a complaint for more than 2 months about the host and I did not get any response. Many customers complain about the same issue. It seems this is a famous trick ( take photos from underneath the car) several car owners used to do it and raise claims.”

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Posted 5 years ago

“Never wanna pay when host car gets damaged.they make it as hard as possible to even communicate with the host. Turo is quick to Unlist car and make the host pay out of pocket to get car inspected at a shop that ends up being $100 out of host pocket Over silly things like when customer kills the battery by leaving lights on Hosts barely make any money after fees but cuts are charged crazy amounts of fees that hosts don’t even know about. Wouldn’t recommend. There’s a lot more rice share apps that are way better.”

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Posted 5 years ago

“Never wanna pay when host car gets damaged.they make it as hard as possible to even communicate with the host. Turo is quick to Unlist car and make the host pay out of pocket to get car inspected at a shop that ends up being $100 out of host pocket Over silly things like when customer kills the battery by leaving lights on Hosts barely make any money after fees but cuts are charged crazy amounts of fees that hosts don’t even know about. Wouldn’t recommend. There’s a lot more rice share apps that are way better.”

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Posted 5 years ago

“Stay a way if your thinking to rent your lease cars in this platform. Claims department trying to find any excuse to not cover your damage. The new insurance packages are to host favorite. They just changed the minimum mileage from 100 to 200 miles per day.”

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Posted 5 years ago

“I put my Mercedes, kia telluride and tesla on turo to tried it out. And absolutely disappointed. Last week some guy rent my tesla for 2 days for basically nothing as turo fee is almost 40% then that guy abandon my car. Exactly. He left my car without telling me where the car was. I called him many times and call turo which absolutely no help. Luckily this is tesla. I can located my car. Imagine if it any other car???? I would be absolutely LOST. And turo policy for abandon car is to give host $50 fee. Yes $50. Would that satisfied to anyone? It doesn’t cover the cost of your time. Then 2 days after that I have another rental whom book in advance so I didn’t cancel. He smoke in my car eventho j stated policy for none smoking. My 50k car cover in cigarette and marijuana smell. Reached out to turo, waiting hours of my time and they told me they will get back to me which they never do. Had to call again today, but no help either. If this how you want to risk your car, it your choice. I wouldn’t recommend it to anyone.”

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Posted 5 years ago

“Terrible experience with Turo, we lost a lot of money. Withother friends we rented a car with Turo, sent all the pictures required and it seemed to be ok. Half an hour before picking up the car they tell us they there's an issue with my account and they can't accept my driving license. I was trying to find a solution with my friends but they actually canceled the trip 10 minutes before the pick up (and we were already there, in front of the car) and there was nothing we could do. Even worse: each friend created their own account to try to find another car before we had an entire trip planned and hotels booked. We found one, but Turo didn't accept ANY driving license we were trying to use. One of these was a Colorado driving license and another was an International one. At the end we had no choices left and we had to cancel THE ENTIRE TRIP, losing the hotel money and everything! Of course Turo is not going to give us back the whole amount because what happened seems like it was my problem and they are keeping some of the money. We called them to try find a solution but of course they never answered. They completely ruined our plans and make us lose money. All of this is unbelievable”

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Posted 5 years ago

“I had an absolutely horrible experience with Turo. Be sure that you read all of the fine print before rolling the dice with this company. You are responsible for detailing the vehicle if you bring it back in a different condition then it was given to you. Not damaged, not taken through a mud pit, simply having floor mats that need to be wiped down or brushed out. I rented my car and the area had a significant snow event. Salt was put down on the road which of course got on the outside of the vehicle. I had to pay for the car to be detailed and the salt to be cleaned off of the outside of the car. In Turo's own guidelines it lists salt on your vehicles outside as an item the renter is not responsible for. Turo's billing department is via email only. They refuse to talk to me and keep sending me emails saying the car was dirty and I have to pay to have it cleaned. They refused to follow their own guidelines. Turo is a complete joke and once you give them your credit card they will charge it as they see fit. I continue to have charges reversed. Absolutely do not use these guys.”

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Posted 5 years ago

“Worst service ever, honestly please don’t use”

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Posted 5 years ago

“Do not rent your car through Turo. Or you will be responsible for every damage that renters do to it. Just facts: 1. A guest returned the car with an engine light on. Claimed it happened after the car wash. I took the car to the shop few days later (the first available time) - apparently the guest list a gas cup (all guests always bring the car back with the full tank so we never even thought to check that). The guest admits in the messages that the engine light when on during his trip. I have a check for the repair. Turo investigates it for 10 freaking days and then send me a quote from their claim policy - you have to claim the damage within 24 hours. I mean I get the idea, but do you have robots there or humans who can analyze the situation? 2. This one even funnier. Apparently Turo does some kind of insurance frauds. Another guest scratched the bumper (Mercedes 2016), in to places, one scratch is about 10 in long and kinda deep. Turo appraises the damages and sends me $93! 93 dollars to fix the damage on Mercedes bumper! Are we in 1980 or something??? But here is the best part: Turo charges that guest $3,000!!!! The guests freaks out and send me screen shots, requesting why I'm charging him $3k. And I don't know why, because all I receive is $93. Now you tell me if this is a scam or not scam? Please stay away from this company.”

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Posted 5 years ago

“This is just one of many other “bad customer service” reviews that Turo already has ( I was not aware they had so many prior to writing this). They seem to be unwilling to help you out in certain scenarios and they can be outright disrespectful in others. I’m not gonna go into details as to what happened to me, but I gave every chance for Turo to make up for a sneaky host that I unfortunately chose a car from, and they were just as bad as the host, so I urge you to stay clear of Turo for your own sake.”

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Posted 5 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 54%
Accurate And Undamaged Orders	Greater than 59%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Turo Reviews