Name: Turo
Rating: 1.27

“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 4 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 4 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

“For this type of business, it needs a strong mediator between parts that takes the time to listen and analyse and, the most important, to not allows illegalities happens on its platform. This is exactly the opposite of TURO. Everything is allowed there and TURO doesn’t care who is right or not as long as it has access to money; and they always have because you need a credit card to make an account. Our story: the owner we have rented a car asked for damage we haven’t done: the photos the owner himself posted before and after renting show that the damage was there before. We have written to TURO and they gave us a phone meeting (precise date and hour to talk on phone) that they never attempted, after that they was never answered to our e-mails. Another detail: you will see perfect or almost perfect reviews on TURO platform (five stars), because TURO allows you to make a review only after 10 days following your rental and you cannot change this review after that. Problems occur after this period.”

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Posted 5 years ago

“The app might be not bad but poor architecture design. Does not allow to have car classes so if you have more then few cars its nightmare to manage the fleet availability and pricing. Also Turo has ugly approach to the hosts. We worked with them over 1 year and then they have asked us to change our account just because we have 4.5 stars reviews while some of those negative reviews concerns to Turo rules themselves rather then our problems. They are bad and not trustworthy partners to do business.”

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Posted 5 years ago

“I will never rent a car from Turo again. I rented a car using Turo in San Francisco. When I turned the car in, there were a small amount of food crumbs in the back seat. Even though Turo's policy says that I can't be charged for this, the renter tried to scam me by telling me that I would be charged $100 for not vacuuming the car out myself. I even volunteered to take the car the gas station across the street to vacuum the car but the owner said it was too late and I would be charged a fine. Turo went against their own policy and fined me. Plus, the car had a large number of scratches and paint damage that was not disclosed in the description and I would have never rented the car had I known. I tool over a dozen pictures of damage on almost every panel and bumper on the car. This was my first and last time using Turo.”

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Posted 6 years ago

“I rented Tesla and Mercedes GLS450 via Turo in San Francisco back in 2018 and recommended to my wife. However, my wife was decline to rent because she is not “eligible” and asked her to provide driving records from DMV. She has tier 1 credit score, used AMEX platinum card and her driving record is spotless..... except she had handicap status due to her Multiple Scrosis. We asked why she is not eligible, Turo customer support told us differ reasons every time we chat or spoke. Then asked to take a picture with driver’s license and send. Chatted and spoke with 9 customer support and fail to rent a car and wasted whole 2 days and the trip has been cancelled. All the stressful exchanges and long wait, Frank from Verification department just made us HATE Turo now. Keep talking over me and rudest manner and tone to us, the customer!!! Frank has no clue the meaning of customer support!!! Most likely, Turo descriminate against handicap drives and Turo does not want MS driver even though she can drive better than me. We see and hear the quality of people who operating Turo last 2 days. Maybe good idea of startup, but this management team will fail in long run. Just rented a car from Enterpirse. They picked up us and didn’t decline or asked for driving record. Never use Turo again and 100% do not recommend to friends.”

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Posted 6 years ago

“Awesome experience: Our 8 passenger Excursion died the day before we were to leave on an out of state trip. The night before we were to leave, no rental places had any 8 passenger vehicles, but TURO DID! Thanks for saving the day!”

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Posted 6 years ago

“Efficient, affordable, and much less of a hassle than traditional renting. It is also nice to be able to look for a specific type of vehicle.”

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Posted 6 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 53%
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

Turo Reviews