Turo Reviews

Name: Turo
Rating: 1.28

1.3 Rating 1,001 Reviews

6 %

of reviewers recommend Turo

Company Reviews

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Metrics

1.3

Based on 1,001 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 60%
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

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Timothy Williams

Anonymous

Reservation Number 37829502

Brandon

396

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I received an additional charge weeks later for some damage, allegedly. Email said I had one day to pay it or they would automatically deduct the amount from my credit card on file, and if that had issues I would be reported to credit rating bureaus for delinquent payment. When I asked over phone for an invoice, documentation or receipt specific to damage so I can work with my car insurance company, they would not provide anything at all.”

Helpful Report

Posted 1 year ago

“Horrendous experience. We rented a car for 2 weeks from Toulouse airport. It had looked good in the photos - on arrival the car had done 235,000km and on its deathbed. The gear stick came off in my hand - literally nothing attaching it. The car started making loud banging noises near the wheels but it got us to our accommodation 2 hours away in the middle of nowhere. On the second day, I tried to reverse into a parking space and the car moved forward. I tried 10 times, wondering if I was accidentally going into 4th gear. No. Reverse was now a forward gear. To move in and out of any parking space or tight street, my wife now had to get out the car and push to go backwards. We pulled into a car park to see what was happening. Now first gear wasn’t working and the car was making terrible noises and the engine smelling. The transmission had completely died. This could have caused a fatal accident on the autoroutes or winding hills. We called Turo. They said they could send someone to take a look (ie. boost the battery). I explained the car was finished - repairs for this would be 10,000€ for a 400€ rental of a car worth 200€ scrap. Even towing back to Toulouse would be 1000€. Turo said they could then arrange a short taxi ride for us to our accommodation and then we would be on our own. We notified the owner - he said don’t accept Turo’s mechanic. He said leave the car and he will try find a mechanic to come fix it. We rented another car, knowing the owner wouldn’t find someone. He was nice about it, and agreed the car was finished. We contacted Turo to say we would have to cancel the rest of the booking. They confirmed with the owner and we were promised we would be refunded within 3 days. After four days, the owner found a garage to tow away the car locally. We had to rent 4 other cars for the remainder of our trip. No refund came. We followed up with Turo again - they said it was coming. Nothing seemed to be canceled on our booking on the app. It continued on as if we were still using. We returned home. Turo said one of their guys had not input the forest details, but now we would be refunded within 3 days. No refund came. I received an email from another Turo department, launching an investigation. I sent all the info. After weeks, no word back and no refund. I’ve rented many cars from many companies in different countries over the years - this is without doubt the worst experience I have ever had with that. A dangerous car that should never have been allowed on the road, that suffered complete mechanical failure within 48 hours of rental, with no reasonable help to remedy the situation, no proper function for cancelling, and no refund more than a month later. A truly appalling company. You have been warned.”

Helpful Report

Posted 1 year ago

“I've tried to rent a car through Turo twice and both times the rental was cancelled with no explanation. It's impossible to get in touch with anyone from Turo to find out why the rentals were cancelled or to discuss a new rental. I wasted a great deal of time registering on the Turo website. Now I can't use their service because I can't be sure that the rental won't be cancelled at the last minute. Also, I can't reach anyone to discuss this problem.”

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Posted 1 year ago

“Horrible! Scammed $3000 host filed false damage claims. I was unfairly assessed fees for damages and appraisals and processing. I have pictures. I was even told the picture he originally sent was normal wear and tear. What changed? They are no help and side with host.”

Helpful Report

Posted 1 year ago

“We got to the Tampa Airport and unlike last year, we found out that the van wasn't at the airport, it was 6 miles or 15 minutes away. We had to get a ride over to our van and take it back to the airport to pick up our family. We went to return the van and the return area was different based on their text to us. We had to drop it off in a dicey area which was shaky at best. We got on our plane at 6:00 AM and got a text stating that they are fining us for not returning the van to the tune of over 100.00. We vehemently told them that we took it to the address that they gave us and they said that we should have taken back to the original lot that we picked it up at. We showed them the exact text of where they instructed us to drop it off. They said that they needed more proof. We didn't have anymore proof and they have sent several messages charging us for not sweeping out some sand on the mats which was 150.00. They also charged us fines for supposedly not having the van there on time. We returned it 4 hours early. They charged us twice for using their Sunpass for the tolls and we should have only paid once. Needless to say, the extra charges were crazy and their customer service will not listen to anything. This is by far the worst service I have ever received.”

Helpful Report

Posted 1 year ago

“First time user on Turo - AWFUL experience. My host cancelled on me last minute, causing me to have to find another host at $600 more. I asked Turo for travel credits to cover the extra charge and they refused. I even emailed CEO Andre Haddad, he was unresponsive and his customer service reps still refused, claiming they could find a comparable car - and when they sent them, they turned out to be more expensive. It's like using Lyft or Uber, but the driver doesn't show. I told Andre Haddad, what they're doing erodes customer confidence, but he was silent. Andre - your platform is only as good as the hosts on the site, and when the host cancels, you need to fix the issue or you will lose customers.”

Helpful Report

Posted 1 year ago

“DO NOT RENT A CAR WITH SHERIF S. He literally tried to scam me. I want to pick a car up for a special occasion and when I went to pick the car up i noticed it looked like it was in an accident and that a piece of exterior was missing and this wasn’t shown when looking for a car. So i wanted to cancel and wanted a full refund. He proceeds to tell Turo know that I was a “no show”. How am I a no show when I was there otp with you, telling you that your pictures are misleading!? He tired to still get money out of me for a car I refused to drive. HE IS RIPOFF!!”

Helpful Report

Posted 1 year ago

“Be careful if you're renting your car through Turo and have a "luxury car". I rented out my BMW two weeks ago and the guest shared the car with an underage driver who got arrested by the police at 100+ km/h in a city near Paris. I got a call from the police, had to deal with the entire situation myself, had to to to the police office and had to go to the pound to get my car back... Found my car with scratches on the rim, dirty inside, tank half empty and paid almost 600€ to the pound. It's been more than two weeks and Turo is not helpful, some invoices are remaining to be paid and the customer support avoid my messages with frustrating automated responses. I hope things will get better but so far support was really unhelpful.”

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Posted 1 year ago

“This company is terrible. They stole my money. My car was canceled the day I was supposed to use it - the owner of the car marked me as a no show and I was still charged for use of the car. Do not use this service unless you want to be robbed. PLUS regular insurance does not cover Turo (ie credit card auto insurance, etc.).”

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Posted 1 year ago

“Turo allowed the host to charge me for tolls I never went through. None of the CSR representatives nor supervisors would take the time to hear me out. They just took what the host said and that was that. If I’m a stick beside him was a person it would be TURO. Super sad because the whole rental process was smooth and easy, but the customer service was trash. Do better TURO & Pure Rental Raleigh,NC!!!”

Helpful Report

Posted 1 year ago

“I would not use again. FYI your host can add how much ever charges after your trip and Turo will keep pulling from any payment method you have added even if you have removed it.”

Helpful Report

Posted 1 year ago

“Took a trip to phoenix Arizona and was in constant contact with Trevor since I had a plane delay. I was promised repeatedly that it would be a smooth transition and the car would be waiting on arrival. I messaged him as soon as I landed no response. I followed all the steps in the process with sending a pic of license and one with me holding it. Proceeded with several messages with no response. Called Trevor’s number no response. Also called the main number to Turo which the attempted to contact him several times with no luck. I had a hour and 1/2 delay with them and in the end they would not let me get the car and then they canceled it and reimbursed my money. I had a 2 1/2 hour drive ahead of me to get to my destination. This is the worst rental experience in all my travels. This is how they treat veterans not cool. I can’t stress this enough do not use them if you want a rental. Highly recommend using hopper and finding a rental right at the airport they were the best price and the service was on point.”

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Posted 1 year ago

“Turo is a SCAM DO NOT USE TURO ONLY USE IF YOU WANT TO WASTE MONEY ! Hosts suck, greedy and will overcharge !!”

Helpful Report

Posted 1 year ago

“Absolutely ridiculous it even says on their policy that you cannot add a gift card unless you get approved I signed up gave me the status of being approved so since thinking that I was approved to rent a car I went and bought a $250 gift card Added it to my account which it allowed me to and when I went to check out to rent the car it gave me the air code saying that I was unable to rent from them and I said OK that’s fine but what can I do about the $250 gift card that I put on there is it gonna go to waste they did not give me good answers if anything I got a rude comment from customer service saying for the thousand time. Wait for a review team to look over your account through email waited for the email three times asking them about the gift card and all they cared about was why cannot use their car rental app I explained to them over and over that all I cared about was the $250 gift card on there customer service I have ever experience I’ve never had any problems before until this and I guess I’m wasting $250 because they’re not going to reimburse me on a gift card that I cannot even use if it was up to me I would give them zero stars why would you even let anybody add $250 to their account and give them an approval status just to take their money it even says on your policy that you cannot even add gift cards until you are approved which I was and then I don’t know where they locked me out completely I also have screenshots from the customer service conversation that I had and clearly you can see on there where the girl is saying for the thousand time. What kind of customer service is that to a customer that doesn’t seem to understand what’s going on unprofessional if you ask me.”

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Posted 1 year ago

“Waste of time, host can cancel at anytime. Completely unreliable. I booked 4 months in advance and the host was still able to cancel with short notice. No responses or way to speak to anyone in customer service.”

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Posted 1 year ago

“Their insurance claim is nothing! Hosts beware from this scam company! They don’t pay for the damage! Whomever you call they are not responsible or don’t know anything! My car had an accident and accident was confirmed! After confirmation the repair shop give an estimate for 6900$ and they paid only 2800 and now not answering emails or phones! Completely scam company! Beware for any cost!”

Helpful Report

Posted 1 year ago

“Horrible horrible company. Far better places to rent cars from. Aside from the fact you can only communicate via chat and email, they screw you left and right and find ways to make it look like it's the Customer and keep your money at whatever it takes. They are bait and switch and filled with BS. Never use this company!!!!”

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Posted 1 year ago

“Horrible host ...charged my 84 yrs old ..granny for smoking .. he dumbed ashys of some type on the back seat floor ... she had documented medical lung and chest problems ...for years .. but a lie easy to tell ... hell to prove wrong..so I sent 9 pill bottles ...daily meds ..to toro ...after they charged her fixed income 150 for smoking..”

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Posted 1 year ago

“Bait and switch pricing. They show you one price then you log in and they add admin fees, airport fees which was supposed to be free - over $200 more. Imagine having the price of jeans be $50 then you try them on and go to buy them only to have the cashier say the jeans are now $65. Terribly deceptive practice.”

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Posted 1 year ago

“My 2023 Mercedes Benz was totaled by a Turo driver September 2023. After 3 months of them promising to fix my car ($40k worth of damages) they told me they will no longer fix it and it’s a total loss. That was November 2023 it’s now May 2024 and they have yet to pay or fix my car. My sales rep Cori Moler, have hung up the phone on me, has blocked my number, ignored 3 weeks of emails, and now she yet again out of the office until May 20th. (It’s currently May 9th 2024) and we are all still waiting for them to release the funds. If you are looking to become a host thoroughly consider the risks along with the customer service you’ll receive from this company.”

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Posted 1 year ago

Turo is rated 1.3 based on 1,001 reviews