Turo Reviews

Name: Turo
Rating: 1.27

1.3 Rating 1,049 Reviews

6 %

of reviewers recommend Turo

Company Reviews

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Metrics

1.3

Based on 1,049 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 59%
Accurate And Undamaged Orders	Greater than 60%
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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(FREDMERCY 3 4 7 AT GMAIL.COM) Help Me Recover My Lost Cryptocurrency From A Scam

Timothy Williams

Anonymous

Reservation Number 37829502

397

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have rented from Turo a handful of times. The last 2 times (I’ll call them trips A and B) did not go well. I do not own a car (for climate change), so need to rent from time to time for local errands, etc. Trip A: I paid extra for drop off/pick up. Host showed up and explained that he needed me to drop him off at his work (not planned). Rather than drive to his work location, we drove in the opposite location (he said he had not gotten much sleep the night before). We eventually got to his work location, but when I finally arrived back home, I discovered that he had not left the key in the car. As a result, the morning was unnecessarily hectic and I missed my first (medical-related) appointment. Host did not offer a partial refund, not even for the drop-off fee. Trip B: Host chose to have me pick up car at his work. The night before, around 10 pm, host sent me an odd message saying “…my event isn’t going on tomorrow. Want to meet at my work tomorrow at 10 am?” I explained that this was already our scheduled time and place, and “yes” this plan A was still fine with me. The next morning, I left early for the hot, sunny 30-min walk to the host's work location, arrived a little early, and called to tell him that I was outside his work building. I then checked my phone and noticed he had texted “running a bit late in lab. I’ll let you know when I’m ready. Should be 10:30 at the latest.” I was kind of shocked. It was hot, there were no benches outside his building, and I had a 10:30 meeting back at my home office. I called him back. Oddly, it didn’t sound like he was in the lab (as he had said) but in a car. This time, he told me he was driving to get gas to fill up the car. I walked the 30 mins back home as fast as I could, but I had missed the start of my meeting and chose not to join late dripping with sweat, as I was. As I walked, I was quite angry and decided that for my peace of mind and safety (I was worried that he might not be maintaining his car if he was messing up so many other things), I would not work with him again. My money for trip B was refunded, but I felt that my time and stress were not compensated sufficiently (Turo offered me a $50 certificate on a future rental, which I did not take). I then had to lose another couple of hours from work trying to locate another car (my neighbor ended up lending me their car). On my last trip, I went with Avis and everything went perfectly. Turo customer service said that since the trip was canceled, I could not leave a review. They felt that the host was AOK, since they had told me they were not going to show up on time. I just deleted my Turo app.”

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Posted 2 years ago

“This company is a big scam. I rented a car and then they tried to make a claim against me for over $3000 saying I Damaged tires, roters and brakes. I only had the car for 3 days. They illegally took money out of my account and even though I took out insurance went after my insurance company. Save yourself a big headache and pay the extra for a real rental company.”

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Posted 2 years ago

“DO NOT USE TURO. It falsely advertises what look like low rates, then tacks on a 15-20% “service fee” Turo also ALWAYS sides with hosts and allows hosts to submit bogus gas charges without proper documentation. TURO IS NOT A GOOD ALTERNATIVE TO RENTING A CAR”

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Posted 2 years ago

“Cant speak to anyone spent hours trying to book a car. Useless comapny with no clue what they are doing. TERRIBLE”

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Posted 2 years ago

“I used turo for the first time starting on 7/25/2022 with my husband. We used the car to drive my 84 year old mother around post a car accident for which she was hospitalized. We had been very happy with the rental and returned it on time with more gas than we had received on check in and ready to give high marks and be repeat customers. We were then notified that the host reported cigarette ashes in the car and we are being charged a penalty and kicked off the site. We do not smoke, we hate the smell of smoke, and we were not even around anyone who smoked over our stay. We were given no way to appeal this, no one to contact, and are completely flummoxed at this business model which would allow anyone to up charge by hundreds of dollars by dropping their own ashes into the car. They immediately charged us another $257 upon the false accusation. The customer is then immediately kicked off the site and given no way to appeal. I guarantee you no one smoked in that car or anywhere near that car or before or after entering that car. We are incensed at the false accusation and charge and will never use this site again. We travel very often to see family and rent cars very often. I am reporting this treatment to as many review sites as I can and to the Better Business Bureau.”

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Posted 2 years ago

“Scam. They accused me of smoking in the car which was a complete lie. Charged me $257 and kicked me off the app. No way to contest. Awful.”

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Posted 2 years ago

“Turo customer service and roadside assistance are awful and have no desire to actually help. Roadside assistance left me stranded on the side of a major highway in the blistering heat for several hours because they could not understand how to organise a tow truck for a tire that blew out on our rental. Numerous phone calls, where turo actually hung up on me, they finally said I could organise a tow myself, upload the invoice and I would be reimbursed. Despite a recorded phone call noting I would be reimbursed, turo now say they won't! No explanation, nothing. That's over $1500 for the tow not to mention all the other out of pocket expenses. Host is a scam as well, he replaced the blown tire, decided to replace all the tires for whatever reason and decided I should get the privilege of paying for a whole new set of tires! Amongst other fraudulent charges he wants me to pay for. Do not use Turo!!!”

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Posted 2 years ago

“CS Agents are very slow, and not knowledgeable about the basics of the business. Didn't know what "SFO" was, didn't have an email address, didn't know how to electronically unlock a car..... It took me hours to get that far and then I gave up.”

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Posted 2 years ago

“Both me and my wife tried to setup individual accounts(different emails/addresses) and both of us got permanently banned from the site after we uploaded all of our credentials. We are healthcare professionals, not criminal masterminds. WTF Turo?? Your website and your customer service really is so very sad. Would never rent from you, or ever recommend your service to ANYONE.”

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Posted 2 years ago

“Completely agree with all the comments here, Turo has a terrible customer experience, and it's a scam business. They even do false advertisements of vehicle specs to get business, please find the attachment of the host posting false number of seating to 8 when the vehicle is actually 7 seater.”

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Posted 2 years ago

“Customer service is terrible. I had a refund approved by an agent in writing and all I needed was approval from the host. I received that in writing and then the refund was declined. Awful customer service and took forever.”

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Posted 2 years ago

“Please I beg you NEVER use this company. It's cheaper than renting from an actual agency but just do yourself a favor and pay the extra money and rent from a decent rental company. They won't allow a client to get ahold of them or even call when claims have been made yet it's so easy for a host to call in. I rented a car in hawaii for 7 weeks. Car was in horrible condition, plus not up to safety check. I couldn't afford to return car and wait for my reimbursement for Turo as I needed a car. I paid well over 1700 for this rental. Anyways host made me go to his shops to get the safety checks done, after 3 days, 12 hours of my own and my children's time and $120 in gas, the host agreed I do not have to return the car with a full tank. The next thing I know he opens a gas claim. We exchanged texts and he even said he would drop the claim and I provided that to turo and plus proof and they still are finding me liable. Now the host opens another ridiculous claim for so much damage that was ALREADY there and turo will not call me or email me regarding this after so many emails and reaching out through chat. I have submitted so much evidence and nothing back. This host had us go to his house which had a junk yard of lemon cars from the auction that need alot of work done. He does the bare minimum and rents them out. He has numerous reviews, which I should have read about how unsafe the cars are and yet turo still allows this man to rent cars out. What's going to happen when someone gets seriously injured due to this hosts negligence? Maybe that's what it will take for turo to finally do the right thing. How can you accuse someone of damage yet not even speak on the phone? This business is a scam just like the host. His name is bud Lawrence by the way. In oahu. Beware people!”

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Posted 2 years ago

“The initial rental booking went smoothly. Then unexpectedly, our flight was cancelled so, logically, I changed our Turo reservation immediately so the host would not be inconvenienced. Because ur reservation was adjusted by a day, we were suddenly charged an additional $70 delivery fee which was originally waived because our trip was 7 days. Somehow, this translates to costing more for one less day. When I reached out to Turo customer service, I got on a two hour roller coaster ride of customer service messaging on their app leading to calls to a service center that looped back to links to the billing department. Eventually, we were told that the only way we could avoid the additional charge is by asking the host to send us a message to waive it and taking a screen shot of that message. Talk about crazy and unprofessional! We will never get that time back and will obviously never use Turo again.”

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Posted 2 years ago

“It was my first time renting from turo and I had an absolutely terrible experience. My family and I were at the airport waiting for the host to drop off the car. We paid extra for delivery to the airport but the host messaged us telling us to pick up the car from a location that was a ten minute drive away. I messaged him telling him we had an elderly person with us and couldn’t walk to the location and the host left me on read. Finally he called me an hour and half later telling me my trip was canceled leaving us stranded at the airport for another hour.”

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Posted 2 years ago

“I was told I would be charged $511 for 2 days. I was charged $883.05; an additional $371.09. I picked up the car late and returned it around the same time. They claimed I was 2 hours late and charged me $288.23. The owner claimed no one was renting it for 2 days, so it wasnt a problem. The place of pickup did not have a gas station near by. I filled it up about 20 miles from the drop off; they charged an additional $82.86 for gas. I rented a Slingshot and it only has a 7 gallon tank. It cost me $26.52 to fill it completely up, yet they charged me $82.86. This company is an absolute scam.”

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Posted 3 years ago

“I rented a passenger van from Turo for a family vacation to Orlando and long story short the van had issues and needed to be repaired. My reservation was canceled while in Orlando leaving me stranded without a vehicle. Now, I’m having a hard time getting reimbursed for a 3rd party rental and Ubers expense all which I was told would be cover by Turo. The customer service line doesn’t provide accurate information and no one knows what they are doing. Also, be prepared to be on the phone for hours and days at a time only to get no where.”

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Posted 3 years ago

“Beware Of This Host! He and his “team” are liars and scammers, and Turo is complicit in their actions.My entire experience with Jon and Turo was a nightmare. Still a week later I’m in dispute with them in regards to my trip. Everything was seemingly going smooth via messaging until I arrived at the vehicle after having to shuttle to the vehicle upon landing from my flight. Prior to my trip I let Jon know that I would be late as Delta canceled and rebooked my flight. My landing time changed from 9a to 4p, Jon was notified 24hrs prior and said it was no problem, but did not changed my scheduled time. When I finally got to the vehicle the vehicle the doors were already unlocked, contrary to the instructions stating that the doors would be locked and I would need a key left in the lockbox to access the vehicle. There was no lockbox, and once I open the door to the car I saw the car was filthy. And I mean that in every aspect of the word. There were stains and crumbs on the seat, dirty tissues left in the vehicle, old papers and flyers, an empty water bottle and personal drinking bottles under the seat, the steering wheel was sticky as well as the front seat cupholders, and the floor looked like it hadn’t been vacuumed in weeks. According to Turo‘s policy if the car cleanliness does not meet their standards, they extend a refund, it also mentioned not to check-in and contact them immediately. After trying to reach out to the host to let him know that I could not find the key, as well as the condition of the vehicle, I had no luck. I immediately contacted Turo. During that time of being on the phone with Turo I found the key in the glove compartment and let Jon know this. Still hadn’t received communication from him. I let Turo know what was going on and told them that I wanted to cancel my reservation and would like a refund. After going back-and-forth with Turo, I finally received a call from Jon. Jon’s level of customer service was terrible, and he was less than nice. He insinuated that I had made the mess in his car because I had had the rental since 9AM, knowing that I did NOT have the vehicle and I had just landed. He even went as far as to tell the same lie to Turo and upload old photos of a time when the vehicle was actually clean, claiming that’s how the vehicle was left, when clearly it wasn’t. After speaking with the representative for Turo they extended me a refund…or so they said. Later on they ended up charging me for a day as he lied and said that I had had the vehicle longer than I actually did. I didn’t even take the car or continue with the reservation as a service on both ends was terrible and the vehicle was so disgusting I didn’t even want to get it. A day later I received a notification from Turo that John had filed a claim against me. Although the key was never left in the lock box, yet left in the glove compartment and the car was never driven; he claims I did not return the key. How can I not return a key that I didn’t even use? The vehicle is never moved or anything, I didn’t even get in the vehicle and left the key exactly where it was. Turo sided with him immediately without verifying and attempted to charge me $295, which I’ve already disputed and will continue to dispute. Even with me trying to communicate with John and Turo, he continued to tell lies stating that I did not return the key although it was left there, and stating that I used the vehicle so that Turo would attempt to charge me additionally. Turo’s entire process for handling these types of situations is ridiculous. Basically anything that the host says goes. Even if it’s lies, which is clearly what happened her. Please do your research on this business. Turo has a one star rating and over 1100 complaints with the BBB (Better Business Bureau) as well as numerous complaints and reviews on the Internet via news sites and Reddit. Save yourself the drama and any further issues and just choose a different source for your rentals. From what I can see this is something that they’ve gotten comfortable with doing. My review is not the only one like this. It’s just being overshadowed by the many other “good reviews.. I’d like to believe at one time John was an honest host, but I think he has figured out the system and is now taking advantage of it at honest guests expense. Turo even let me know that when a host submits a claim they pay them immediately. I believe this was John‘s way of getting reimbursed for Turo giving me a refund on my reservation. I will continue to fight this “claim” as well as let anyone I can know about this terrible situation and Turo’s terrible customer service.”

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Posted 3 years ago

“Turo allowed a guest to steal my car. They did nothing to help with the situation and after the car was found they denied the claims. Called the cops. Not I’m going or court. They’re not a good company to host”

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Posted 3 years ago

“This is our experience: Our first vacation since Covid with a planned agenda of visiting our 97 year old aunt in Long Beach for 5 days and then going on a sightseeing trip to Death Valley. We rented a Fiat 500. The car (which we only used for about 150 miles) started displaying an airbag failure warning on day 5, so we alerted Turo and they arranged a backup car for us so we could continue on to Death Valley. Figuring out the logistics took more than two hours of phone conversations and waiting on hold that day. The second car, also a Fiat 500 - provided by a different host - broke down on us on the first day in Death Valley. Luckily we had pulled over at one of the resorts that also had a adjacent car repair shop. After running several tests the mechanic determined that we were dealing with a failed battery and that it could not be recharged, so anytime we made a stop and turned off the car, we would not be able to start it again. After another two hours on the phone with Turo and finally being taken care of by one of their supervisors, we found out that Turo could tow the car and set us up with another backup car provided by a local host (near Death Valley and probably from Pahrump, NV). However, per Turo rules, the car can only be dropped off at the same location as it was picked up. Regarding my question how we would get back to Los Angeles, since we had to drop off the car again in the Death Valley region, the supervisor had no solution. He said Turo provides a maximum of $60 worth of Uber vouchers, but there would be no other way to get us back to LA using a Turo car. The supervisor admitted to the dilemma and gave us permission to have the car checked and fixed so we could get back. The Death Valley mechanic could not replace the battery since he had none in stock and Turo roadside assistance were not willing to deliver a battery to our location. They only tow or jump start cars. At this point we had spoken with two separate supervisors who both were extremely sorry for the inconveniences we suffered and agreed that our options were limited and that this was not ok. Though neither could help us in this case. So we had our car jump-started and drove ourselves all the way to Pahrump, Nevada through Death Valley with a failed battery. A 112 mile round trip. We contacted the host and let her know that her battery failed and informed her about all the details involved since we were under the impression Turo and their hosts are one and the same company (more about that at the end of the review). We spent $225.95 on a brand new battery. We have not been reimbursed to this day. When we arrived back to Seattle from our trip we found a charge on our account for $19 for going over the allotted mileage. A) We had to drive an extra 112 miles to get to the closest place that had a battery replacement and B) we booked a car for 10 days at 200 miles per day. With receiving a backup car the mileage started over, so for the 4 days on the backup car we lost over 1000 miles of the overall booked 2000 total since we only used the first car for about 150 miles. Eventually this charge was refunded. However at the cost of us spending at least another two hours on the phone with agends and on hold to have it resolved. We also found that our host had sent us a very unkind message on the Turo site that she had to spend $80 to have her car checked since we reported the battery and brake issues. She claimed that the brakes were brand new and that was the reason why they made creaky sounds and rattled the car when you pushed them. Note: We never met the host herself since one of her friends dropped off / picked up the car. The host also left a slanderous review on my Turo account accusing me of "hitting my own children behind the corner" (? I don'have children btw.) and that I alledgedly tampered with her headlight. The right headlight did not work when we returned the car. We pointed this out to the person who picked up the car (who wasn't the host). Since we never drove the car at night (and only drove in the dusk one time) we did not notice. The light might have been out from the very beginning. My responses to her were always very civil and polite. What set her off was the fact that Turo required her to have her car checked (which cost her money). She fabricated several other points in her review and we will now have to have Turo remove it. We have all this in the messages on our Turo site. If a Turo agent took the time to read through the messages (that was our only form of communication with her) and the hosts review they will see the false statements that were made. We were promised a refund via a voicemail by one of the supervisors right after we returned on May 17th (we have it on file still). After nothing happened for a week I contacted Turo again and they then promised the refund within 24 hours in writing on May 24th. Nothing. In the meantime I had to travel to Europe for three weeks and did not have time to deal with Turo from over there. When I got back I made three more attempts to be reimbursed, two times I was told again that the refund would be there within 24 hours and the last time, just a couple of days ago, the Turo agent told me that the Executive team "still had not made a decision on the refund". In the meantime Turo first billed the first host for the battery that we bought for the car of our second host. I contacted Turo to make them aware of their mistake after our first host was stuck on the phone with them for over an hour to try and resolve that it was not his car that needed a battery replacement. Turo then posted on my account page that they would be charge ME for the $225.95. We got charged for the battery that we had paid for out of pocket (mind boggling!). We had to put our credit card on hold so the charge would not go through. Yesterday we contacted a lawyer for guidance. And today I am starting to submit our experience to review sites and the social media. We will also be reporting this to the California Attorney General office. I have no more patience. Here are the key points: Turo sent us out in car with a failed battery and brake issues. We do not believe that the issues came from the brakes being brand new. This could have ended up potentially very dangerous for us since we had to cross Death Valley in a compromised car (and yes, Death Valley is one of Turo's advertised destinations in the region, see the offical site). Turo's regulations do not allow to drop off a car in a different location than where it was picked up. If you drive a distance away from your pickup location and anything happens to the Turo vehicle you rented, Turo can provide you with a backup vehicle, but you will need to drop it off where you picked it up. Turo does not have a solution on how to get you back to your starting point. It does not appear that Turo reliably knows the condition of the cars provided by their hosts. The car we rented had an old reconditioned battery in it (as confirmed by the host in writing) that failed us. We spent 15 hours total on the phone with Turo since. This is the combined time of speaking/ texting with agents and being on hold. We have copies of our phone records and all the Chat emails and screenshots. The Turo agents all were trying to be very helpful, I have to give them big points for that. But they could not help us because of the above mentioned Turo regulations and because the executive billing team was unresponsive. I asked to speak with an agent over the phone a few days ago, but Turo has changed their contact options. You cannot talk with an agent over the phone directly anymore. It is beyond frustrating to have a company just not respond when it comes to an owed and promised reimbursement. I also do not believe it is safe to drive Turo provided vehicles. I am sure there are many good, responsible hosts out there (like our first host) that take care of their cars and care about their guests, but the fact that we were sent out with a potentially dangerous vehicle leads to the assumption that there may be many more cars in their fleet out there that have not been appropriately checked for road worthiness. I would also urge Turo to check the remaining fleet of cars our host has with them. She claims to have 13 cars total working for Turo. And if a Turo representative reads this, the reservation number associated with this review is 14933768. You will see that all that I stated here is correct and has been reported to Turo several times.”

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Posted 3 years ago

“The advertised price for the rental is not same as the final amount without considering the car insurance (which I am not expecting truo to consider) but this is just not correct. Opened my account 5 mins back and as soon as I saw the final price even with out considering the car insurance is just too much. Don't fool people like this. Thank you.”

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Posted 3 years ago

Turo is rated 1.3 based on 1,049 reviews