5.6
Overall Score
Jill Danilewicz Chandler, AZ
My first two rental experiences were excellent. Unfortunately my most recent trip ended up being so regrettable because of the harassing and stalking nature of the host. She literally ruined my weekend as well as my family's. The host had the dashcam turned on and was set on record for the entire weekend which felt incredibly invasive, then there were her nonstop messages some of them starting at 4:25 am on a Saturday morning! At one point the car would not start because of a software update so I was stranded for two hours waiting to take my son to the ER, there were many other problems but her behavior was the worst of it. I am a 49 year old wife and mom with 30 years of clean driving history. I did report everything to Turo and they did nothing at all. I won't be using them anymore.
4 years ago
Jennike Kinser Bolingbrook, IL
I used Turo for the first time for a business trip. There were no cars available through my usual rental companies. My car arrived two hours late so I was sitting at the airport waiting and had to push out my client meeting. My customer was not happy. My rental also had a very dirty backseat and what I think was food smeared on the back windows. I reached out to Turo to request a partial refund for the issues and they were useless. They “have to protect the safety of their community”. What does that even mean??? The rental was not as promised and some refund/customer service is due. Zero customer service and useless contacting them if you have issues.
4 years ago
Claude San Francisco, CA
The app was easy to use to start. It was all negative from there - I'll keep this factual to leave out the bias. Tldr; it's probably great if everything goes smoothly. If anything out of the ordinary happens, and your the renter -- good luck. Given the car shortage, Turo needs to make sure hosts are happy; and will not do anything for you.
Here are events of my trip in chronological order:
1. Pick up the car, there is less than a full tank of gas, though host is expecting a full tank or will charge a fee. Host does not respond to message Re gas level.
2. Return car in an unattended parking garage in the most dangerous part of a city known for car break ins. The car cannot be locked if the key is left inside so I call Turo to ask if I should just do that, or if they have a policy for this situation. There are no specific instructions from the host Re what to do about the key or if it's okay to leave the car unlocked.
3. Turo support agent and I both try to contact the host - no reply. Turo host says to lock the car, and take the key and go on with my day. They will contact the host and arrange return of the key. This seems out of the ordinary so I ask the very nice support agent to send me email confirmation of all this in case I need to prove I didn't just randomly walk off with someone else's car key.
4. Turo host is gets very aggressive/insulting/threatening/racially demeaning when they find out I have their car key. I'll admit, this is probably strange to them; it was to me too; hence calling Turo to ask what to do. I try to explain I only have the key because Turo told me to take it; and I am trying to coordinate returning the key.
5. After the host request I return the key to her in person (which is an hour out of my day) and I agree; she says she is no longer going to communicate with me and will instead send this case to the claims process and have me pay for a "lost" key.
6. In the meantime Turo "executive" support is reviewing my case. They say I can figure out how to return the key, or mail the key once they confirm a mailing address. I tell them the host told me they will not correspond with me, so I'll mail the key, but can they please confirm the address.
7. I get an email that my account has been closed due to community violations, that I will be charged for the "lost" key. This is after sending a PDF of the messages between the host and I in the Turo app; and also snippets from emails from Turo -- where I was told by Turo to keep the key; and where the host instead of telling me when to go to drop off the key tells me they will file a claim instead. I'm not sure if she makes money when she "loses" car keys, but the host was very clearly not interested in actually receiving the keys back.
Perhaps I'm stupid or overly cautious to not have felt comfortable just leaving the key in the unlocked car in a high crime neighborhood. But this chain events sure was frustrating, and a good reminder sometimes it's best to hold off embracing technological "innovation".
4 years ago
Frank Kemsley Seattle, WA
HORRIBLE!!!!! BEWARE!!!!! I babied the car since it was owned by the person dropping it off and he seemed to be a nice guy. I parked the car off street and even in a garage the last 2 days. We took excellent care of this car. An hour after I returned the car I received a text asking about the DAMAGE to the car. From tires, to trunk, to body he proclaimed it was damaged. NONSENSE. His "laundry list" of damage couldn't have been done in a year of driving. Both my wife and I walked around the car when we picked it up and when we dropped it off. There was NO damage. My bad, I didn't take pictures. I thought something was up when I tried to tip him when we met for the return and he would not accept it. He had this planned all along. Another thing I thought was strange was he had us meet him in a parking lot both to pick up and return. I looked around and saw at least 3 cars that were EXACTLY like his. same color, same year and all were there to do the same thing. I thought this was his personal car?
Now they want $3,000.
Time to say that expensive 6 letter word: LAWYER".
4 years ago
Envoute Pompano Beach, FL
Be careful with commercial renters! Especially in Orlando.
I had decent experiences with Turo until this one. The rental itself went well, I cleaned the car, returned it on time in the correct parking lot and he was there to check the car and pick it up...this is where the issues started.
He charges you $47 insurance plus sales tax of 13.5% ...fine
He takes a $200 security deposit...fine...but weirdly charges sales tax on the deposit so $227..this alone is fairly strange.
But here is the part that really screws you over, when he returns your security deposit he doesn't return the sales tax, just the initial $200, so you are already out $27.
Then....if he takes anything out of the security deposit, he charges sales tax on those items as well.
So in my case he charge $35 cleaning fee (even though the car was returned clean)
and a $19 ticket fee for the parking lot (even thought the parking lot itself only charges a maximum of $10)
So out of the initial $227 I only got $128 back! Making this rental more expensive than a regular rental car. Stay clear of this guy or know what you are getting into.
Tried contacting him multiple times and always received answers that did not answer the actual questions I was asking.
Turo support is a joke. You speak to a representative who says they can't help as they need to forward it to a higher agent. They then email you with a generic response that points you to articles or back to the representatives who sent you there.
If you use a commercial host expect 0 help from Turo. I'm sad as I will now not use them again because of this.
4 years ago Edited February 8, 2022
Dave Swan West Sacramento, CA
I made the mistaken of renting from Turo. The daily rate I agreed to was $38. plus insurance. After my initial week I renewed three times.
Neither Turo nor the host advised that the daily rate had been raised to approximately $180. a day plus insurance, upon renewal. To add insult to injury, the car was filthy, inside and out when I picked it up and the trunk was full of junk. The dangerous tire warning light was also on. Because the host was late arriving at her own home for my pick up, I had no time to wait for her to deal w/ the various problems. I washed the vehicle later and put air into the low tire.
I've been reaching out to Turo for over two weeks and they have shown no interest in dealing with the issue. My only option is to try to find support from the SF Chamber of Commerce and CA Attorney General. If that doesn't work I'll see if the media is interested in Turo cheating an elderly customer (I'm 72).
There are other similar car rental organizations that I've heard good things about and I'd heartily suggest you use any of 'em before getting involved with Turo.
4 years ago
Milan Despotovic Kenosha, WI
We recently rented a car in Phoenix Arizona. We had been in touch with the host the entire time by text. A parking pass was sent the day before our return with instructions for dropping the car off. We followed them perfectly, to park and send pictures of the car and the parking spot. We have the receipt from drop off showing on time. We went to the airport and later that evening we received an email from Turo stating we returned the car 6 hours late and there were several fees incurred on our credit card. We notified the host who claimed he didn't receive the pictures, he even apologized that he wasn't in the area as his reason and sent us the email he sent to Turo saying to dismiss those charges. Turo dismissed only a portion of the charges. We emailed them but no success they said we didn't follow the rules even though the host admitted his actions were in error. This is quite a set up they have going here. We had a positive experience in our previous rental with Turo, this is partly the host as bad experience and also Turo for not taking care of this situation.
4 years ago
Jane Bourette South Yarmouth, MA
I had used Turo successfully for many years in many cities. All great reviews. Recently I had a car reserved for a trip that got changed with a months notice. I went in to change the reservation and when no response, I cancelled it. Then I tried to make a new reservation with my credit and it wouldn’t accept it. Suddenly I was locked out so I called them, and was advised I was restricted by their “verification”
Department and not given any explanation. I emailed and got a standard email with their policies. I had to contact the bank to get my money back. I am filing a complaint with the Better Business Bureau. Horrible service
4 years ago
Monty Kugler Tucson, AZ
Check out all the negative reviews! It's not the hosts or the cars, but Turo leaving you high and drive. The cars are nice, when you get them. But be aware, unless you pay for the highest insurance they offer for an overpriced premium (sometimes more than the actual car rental!), you are held responsible for every small thing that might happen while you drive it. I got a flat tire on the last day of my trip. Tried calling Turo roadside, but never heard back and nothing ever happened. Now I find that I am being charged complete cost of getting brand-new tire put on vehicle, plus an extra Turo service charge on top, for delivering the bill? I'm guessing if it was time to change the oil or do other routing maintenance, I would be held liable for those charges as well.
Keep in mind, unlike big car rental agencies, there is no fleet maintenance department with mechanics checking the vehicle to ensure it is in good shape. Turo is just a car finding service that charges fees for putting you in touch with personal cars being borrowed for a fee, regardless of condition.
There are folks that have short trips and never experience trouble, but if you look at the reviews you will see a LARGE amount of 1 star reviews (which really means 0 stars if we had the choice). The chance of something going wrong while you driving it is pretty high, and when that happens to you, know YOU will be held liable for any expense Turo or the owner want to impose on you.
As you've read elsewhere, there is no actual phone support from Turo. Even the host stated they are lousy to work with and bad communication, but only do it because it pays for the car payment
4 years ago
Shanlee Sandusky, OH
We rented a car and in the description there was no disclosure (as there should be in their terms for hosts) of any sort of tracking device in the vehicle. We returned home and I received an urgent alert from Apple that my phone was being tracked by an unknown AirTag. We searched everywhere and found it in the center console of the car. Since we did contactless pickup/drop off we had not met the owner to get any sort of feel about him. Not wanting to potentially be charged for damage, I did not remove it or turn it off. I did not get back in the vehicle after that. Upon return the host charged $150 for cleaning 3, yes 3, cat hairs off the floor. He even sent a pic. Turo gave both my husband and me the “this is not ok, I can see your concern and we will make sure it won’t happen again. But you do have to pay that cleaning fee”. So I feel my only option is a police report. Had that been an Uber passenger, they would have blamed the driver bc they don’t know those cars could be rentals. And obviously turo wouldn’t have their back. This is garbage. Thank god for screenshots bc we have all three conversations with turo to show. Not sure I would ever get in another car from them no matter what the host rating is.
4 years ago
Dee Monson Ankeny, IA
Very disappointed with Turo. Booked a vehicle with them in October 2021, now 3 weeks before we are to leave on our trip, our rental gets cancelled. Come to fond out the host sold his vehicle. Ral noce! Now we have to find a new rental and with all the rental car issues have to pay a ton more money. So Turo jad our money for 3 months and we get the shaft. Thanks a lot Turo. Will never book with them again. Crappy service!!
4 years ago
Nomoreturo Phoenix, AZ
The host gave me the wrong date for return and I trusted him since it was his car. Host showed up on my doorstep saying I was going to be charged with stealing a car if not returned. I called Turo and the rep said he talked to the host and said I could keep it longer. That was a lie because the host had a booking that he did not want to cancel. When I called back nothing was written in my account about keeping it longer. I feel the rep only told me that so I could stop complaining to him.
4 years ago
Aries Clarke Milwaukee, WI
My spouse rented from Turo 3x before with no issue, she cleans out the car, fills up the tank, & even puts a nice car freshener in the vehicle as if its brand new. The 4th time she rented a vehicle when it was time to turn it in she did the same thing but the owner complained of the smell (car freshener) & tried to charge my spouse a $250 odor fee. My spouse tried to dispute it & she was told to show proof she wasn't smoking in the car because the owner accused her of such. My spouse has a job that does regular drug testing & she doesn't smoke cigarettes at all so what smell could she has possibly tried to cover up other then presenting the car like it was her own as the rules state. Long story short my spouse was kicked off all because the owner lied & made something out of nothing. I believe she was money hungry & trying to pay on that ticket my spouse seen on the windshield when she picked the vehicle up a few days ago.
4 years ago
Kim K Golden, CO
I took one trip with Turo in Houston and it was great. So I reserved another in Seattle, but that was unfortunate. I had the car booked for a while and needed to change the pickup to an earlier time. My "All Star" host (their most qualified and dependable) said that he changed the start time for me and we were all set. The day before my trip, I checked and it was not changed. I contacted my host and he said his other renter extended her trip, so the car was not available. When I told him I was unhappy, he said "it's not my fault" and blamed me for not changing the start time. He said I could just cancel if I didn't like it. Before I had a chance, he cancelled it, so I was unable to write a review. I contacted Turo support via online chat and let them know what happened. All I got was a "we won't stand for that" and no action. Beware Turo, you are at the mercy of your host and no accountability. I'm going back to the rental car companies.
4 years ago
Gordon Brown San Diego, CA
Turo's business practices are deceptive, Rented a car but it was not clear as to where I needed to report to pick up the keys. Upon calling, I was told that the vehicle was to be picked up at a residence. That certainly was NOT made clear at any point during the transaction or on the receipt. An address for retrieval of the car was provided but not being from Las Vegas I had no way of knowing if the address was an airport address. More of a rub followed. Turo wanted $85 to get me to the vehicle to pick it up. Certainly nothing about that either. I hate being had so I cancelled the reservation. On you guessed it. My cancellation request was invalid because I had not cancelled within their 24 hour cancellation window.
4 years ago
BD17 Newport Beach, CA
The host was a no-show and customer service took hours and hours out of my vacation trying to find a replacement. 30 minute holds, disconnections, lack of knowledge...you name it. They were not trained and I was told there is no US based customer service. I had to speak with 5 reps who were just reading prompts and in two of the calls i could hear the family rooster crowing in the background. I'm all for outsourcing, but the agents need to be able to actually communicate and help resolve the issue. Finally i was told i would get a lesser car for more money! I made a stink and they finally reduced it to the amount of my original booking. But still, it was a very aggravating experience during a time i was trying to relax and spend with my family. My advice is to rent a car where the host has already had many trips so you don't have to deal with any customer service. If a situation comes up where you do, good luck because it is a time sucking hole of misery. And to have to deal with it while you are on a trip or vacation is less than ideal. Or just use Avis...
4 years ago
Kelsey Wong Salinas, CA
I thought I was getting convenience with Turo, but instead I got a nightmare and loss $300. Turo does not protect their guest. I rented a vehicle for it’s all wheel drive feature. However, when I picked up the vehicle, the Host was not present because he was at work. His wife gave me the keys instead. She was unable to answer my questions. I figured I could text the Host as I began the trip. I only traveled 2 miles, so I could use a bathroom, when the Host informed me his vehicle was not an all wheel drive vehicle. He apologized and I do believe he made a mistake. He said he could not give me a full refund because Turo only gives him about 40-50% of the total cost. I contacted Turo support and was bounced around and then hung up on. They told me I could return the car early, but would have to PAY a PENALTY. I will never use their service again.
4 years ago
Lisa B San Francisco, CA
My first rental with Turo was great, with a smooth rental and great communication (host was "Vadim"). I rented again and it was terrible, and the car owner ("Jackson") and Turo switched cars, lied and stopped communicating after I was promised a partial refund (which I never received) for the switched car and terrible experience.
I reserved a Lexus SUV and Jackson asked me to switch to an Audi, which was fine. What they delivered later was a dirty Toyota SUV that smelled, wasn't filled with gas and which had the check engine/"maintenance required" lights on the whole time. Jackson apologized at first and promised a significant partial refund, which I accepted. Then Turo delayed, but said the refund was in process. Then they denied the refund, said I had no proof of the issues (wrong--it was all documented in messages and photos) and stopped responding, as did Jackson.
DO NOT RENT FROM JACKSON OR TURO.
Too bad, the first time was great and I hoped to make use of the service again, but won't now.
4 years ago
Charles Caldwell Dundalk, MD
I've tried logging into turo 3 times now and cannot access their pin they send without looking for pin then must go back to enter the pin on a previous email. But reentering the email asking for a pin voids the pin given so they send a new pin voiding the pin they gave me.
I love the prices and vehicle selections but a reservation system less retarded may get 20%-30% more reservstions.
Sending a pin as a text so my email form requiring a pin may solve the issue. Or pressing the pin to enter where its required makes more sense.
I like the prices so I will try again someday. But for now are you an honest service or a scam?
Bought my Samsung A01 cell for its small size not knowing its memory belongs in a toilet with other waste. Next cell will have 256gb memory allowing using apps.
4 years ago
Betty Mississauga, ON
First time trying to rent a car and get this message. I have good credit score, no accidents, no criminal past and still this crap and they say they don't give out any reason it's their authoritative right to say I am banned for life but no reason .. this is exactly communism mindset. Don't ever use them or support such people or companies
"Thank you for your interest in Turo. Unfortunately, after reviewing your information, we have confirmed the decision to restrict your account.
Turo considers many factors when determining eligibility and we reserve the right to undertake screenings, checks, and processes designed to help verify the identities and/or backgrounds of our Turo users. Although we do not disclose specific details of our internal review process, our decision to deactivate your account was based off one or more of the following:
* Failed background screening
* Risk flags triggered by Turo’s internal system
* One or more motor vehicle record violations
* Violation of Turo’s [Terms of Service]
We wish you the best of luck in your endeavors, but this is a final decision on our part. Thank you again for your interest in Turo.
Regards,
Turo Verification Team"
4 years ago
Deb Hunter Seguin, TX
If I could give negative stars, I would, like 1,000. Horrible business.
I created an account a few days ago, got a rental confirmed for the end of December and everything, even messaged with the host we were renting from and it was all set and no issues, then yesterday, I get a notification that one of my drivers was denied (no reason they should have been denied as they have a clean record, etc.). Not 20 minutes later, I got a notification that my account was banned and rental had been cancelled and no specific reasoning as to why this would happen. I've tried to call and email to get answers and keep getting the run around with generic answers and saying they can give specifics. That's a bunch of CRAP. So really what they are saying is they actually have no grounds for doing this AT ALL! I have a clear record, great credit, etc. I rent from rental car places as I travel for work a lot. At least I see that I am getting my full refund, but now I'm concerned that they have all my information and I feel like they could be potential scammers. Seems fishy, sneaky, underhanded and suspicious this would happen all of a sudden with no indication as to why. HORRIBLE business and we were even referred by someone who is a host. I hope they don't get scammed like us.
No we are out a specific vehicle we needed to travel during a time frame it is hard to find something in general or even reasonably priced.
4 years ago
Mark Myland Orlando, FL
11/20/2021 - We have friends that use Turo when traveling. We decided to try it. My wife went on their website and reserved a Chevy SUV from Michael M in Tampa Florida. We live in San Diego. Got up at 3am to catch our flight, had a layover in Houston, got to Tampa at 6pm. My wife had been in contact with Michael a couple of times letting him know when we were going to be picking it up. The day we flew in, we could not get a hold of him. He did not answer our texts nor return our phone calls. It costs us $35 ($30 Lyft ride + $5 tip) to get from the airport to his place. He was nowhere to be found, it was now 7pm and it was not the safest neighborhood. If my wife were by herself, it would not have been a good situation. We called Turo, they couldn't get a hold of him and now we were at the mercy of the "Legit" car rental companies to hopefully get a rental. My wife called Lyft and back to the airport (another $35) we went. Was able to get a rental from Thrifty (BIG THANK YOU to THIRFTY) and headed to our hotel in Clearwater. Turo said they will reimburse us for the rental (really, I'd hope so, they were talking about giving us a credit for future rides, HAHAHAHA) and $50 more toward the Lyft charges. We wanted to leave a review about Michael M on their website so the next person would know, but there is NO place on the Turo website to do that. We even called Turo the next day inquiring how to warn others; we were told there is no way. Bottom Line: if you use Turo, you have no idea who you are actually renting from or what area you are going to be picking it up from or even if they are going to show. If it weren't for Thrifty we would have been in a real crisis; renting from Turo costs us two extra hours of an already long day and (as long as they follow through with reimbursements) $20 in Lyft charges (they would only reimburse $50).
4 years ago
Shannon Adkins Tampa, FL
Turo RENTER BEWARE! I rented a car 11/11/21 from Columbus OH. Got a flat due to debris on the road from an accident that had just happened on 11/11/21 South of Washington Court House on 71 South at 5:15pm The host was amazing the car was great the Corporate Company is AWFUL! Based out of California and their employees do not care that a family of 4 is sitting on the side of the highway in the rain for 3 1/2 hours it is not their problem! We finally found an amazing Tow Truck company to come help us and it was $556 I have tried for DAYS to get to speak to someone to be reimbursed, their solution it is the hosts problem go to the host! I paid for the additional insurance they do not care. The next person I spoke to said sorry the claim needed to be thru them the date of accident/damage I said I spoke to 5 people no one would help us his solution was go thru the host!
AirBNB stands behind their Hosts and if an issue arises they take care of it Turo will not doesn't care. This company will not remain in business as I have since seen many complaints like mine! So RENTER BEWARE the Corporate Company will not help you at all.
4 years ago
Wendy Q San Carlos, CA
When we discovered on the last day of our trip that the insides of the two front tires on the car we had rented via Turo.com were bald with the steel belt showing, we felt thankful to still be here and couldn't believe we were in this situation. The host of the car had been on the Turo site for a long time and had rented his car out many times...maybe too many times. We drove over 1,000 miles on steep grade highways with limited shoulders to pull off onto and few guardrails for safety throughout the state of Colorado. We also took scenic byways with sheer drop-offs, such as the Million Dollar Highway. Our trip ended by rerouting to a larger highway in order to locate a tire store. Finally, 5 tire stores and half the day later, we spoke with the assistant manager of a Discount Tire store. He advised us that the two front tires could blow out at any time and that the two rear tires were in the red danger zone, according to Colorado state law. We were able to get in touch with the host who paid for 4 new tires to be installed right then. The host offered to give us a discount on our rental for our trouble, but did not. We contacted Turo, but their only offer was to give us a $50. credit toward our next rental on Turo.com, which we have no desire to do. It is clear to us that policy and regulations need a good makeover. Please be aware that each host on the Turo.com site operates independently and may or may not take the full responsibility of renting out their car to the public with the best safety precautions. Be smart, stay safe.
4 years ago
Rebecca Solheim Washington, DC
I would give Turo a zero if I could. Turo came highly recommended by one of my husband’s colleagues, so we decided to try it for a special wedding anniversary trip - renting a Jaguar convertible from Tampa airport and driving the Gulf Coast for five days. On the day of our flight in October 2021, we woke at 3.30am to head to the airport for our flight to Tampa, only to receive an email from our Turo “host” canceling the car at the last minute. PANIC! How to get ANY other car during Covid-era rental shortages at this late stage in Tampa to get to hotel #1 in St Pete’s and then on to the other hotels along the coast we had booked? So much for our vacation… Thankfully, after much stressful online searching and a few early-morning calls, traditional car-rental company Sixt (the BEST company, BTW) pulled through and found us a BMW 8 series convertible, so a better car and at roughly the same price as Turo, Turo did give us a full refund after leaving us totally stranded without the contracted car, but we will NEVER attempt to use Turo again…
4 years ago
Heather Welch Simpsonville, SC
I had an extremely unsettling experience my 1st time using Turo & will never attempt to use this service again. The couple I tried to book a car with advertised “unlimited miles.” Long story short, when they discovered I was renting a car to go from SC to Ohio, they attempted to charge me more. I simply told them no thanks, suggested they should not false advertise & wished them well. My message was that simple. They proceed to send me LONG messages, telling me no need to be rude, that it’s their car & they can do what they want. My response was “I’m a businesswoman & simply providing feedback.” That was it. They continued to send me messages attacking me, telling me to save my “criticism,” “keep my emotions out of it & my snide little comment.” I was dumbfounded w/ their aggressiveness. I had to ask them to “please stop sending me messages.” Well they didn’t. They proceed to send me ANOTHER message after that, making smart, nasty comments & I could see they were still typing yet ANOTHER message, so I literally had to close my Turo account to get them to stop. I looked at their ad on Turo after I deleted my acct and they had changed their “unlimited mileage” to charge for miles over 600. They did not handle the constructive feedback well & will ultimately result in Turo losing quality customers going forward. Sorry about this long post, but the experience really was unsettling. (**This was a white 2016 bmw 3 series, under the name Patrick, near Greenville, SC. He has 5 star reviews, but these were only from the ppl who rented the car locally. You cannot leave a review of the host if they decline you, as in my situation, even though I was approved by Turo. He knew once he declined me that I could not leave a review on his page, which is why he proceeded to harass me after that. It was truly unbelievable & I sent screenshots of the exchange to Turo Customer Service). I would have booked another car through someone else on Turo. However, this experience was so unsettling, that I will go through a rental car company from now on.
4 years ago
Martin Palo Alto, CA
I would give 0 stars if I could. I was falsely accused of damages I did not make. I am still fighting this $1.4k damage claim. The host claimed 1 hour after I dropped the car off in a parking lot per the host's request that I damaged the rear bumper. I had already uploaded photos after the trip clearly showing I didn't commit these damages. They also are trying to charge me for previous damages in which I have provided close up screenshots. As well, some agents are saying you can't clearly see the damages but I am held liable, and some are saying you can clearly see it, but when asked for photos of it, they cannot provide any and just say the damage is there, even though the picture has no damage. They just take your money to avoid a setback from the host.
5 years ago
Review Source
Mark Jones Miami, FL
Hosts beware!
Hosts beware!
I rented my Chevy Express for 3 days. When it was returned, the renter exceeded the mileage limit by over 300 miles and the interior was completely trashed. I submitted an additional invoice to the renter per Turo’s instructions. The deadline came and went and the renter simply ignored it so the claim was “elevated” by Turo. This morning, I received a notice that Turo denied my claim because I did not submit pictures PRIOR to the rental. I sent before and after pics of the odometer but neglected to take before pics of the interior. (I didn’t think the interior pics were needed since the van was new. Besides, no one would have accepted the van in the condition it was when it was returned.) Nevertheless, Turo denied the claim for a second time.
So, I’m out the $53 cleaning fee but I thought I would get reimbursed for the mileage portion- NOPE! They didn’t even give an explanation for the SECOND denial!
If it’s THIS hard to get reimbursed for excess mileage and a cleaning fee, imagine what would happen if the renter had an accident.
5 years ago
Brian Peterson Eagle Mountain, UT
I found TURO to be not significantly cheaper than standard rental companies AND customer service was poor. A deer hit the car mirror and our credit card insurance wouldn’t cover TURO (we are American expats living in Europe). Our oversight was not verifying insurance before. The car owner was fine; we paid the full repair bill ($1200 - would’ve been covered by American Express if it were Hertz, Avis, etc. But not TURO).
My issue with TURO is their total “inability” to help us out after the incident (no claim was filed). Their “policy” was inflexible (I wanted to get insurance to at least drive it legally to the Toyota dealer and have it repaired). They were NOT helpful.
Hours later, after chats and speaking with multiple individuals, they provided no useful options. Too bad, so sad, you’re screwed.
Needless to say, I will never use their service again.
5 years ago
redbird1992 Portland, OR
Can I give zero stars? Car broke down on us, ruined our plans, almost made us miss our flight and Turo made me manage all the towing and all the towing companies were calling me, Turo gave them a nonexistent address to tow it to, they were driving this person's car all over SF, and then Turo would call me asking where the car was. WHAT?? I was the renter. The host was never updated where their car was. Turo left us stranded on the side of the highway, had to bribe a Lyft to get us. Now I'm getting calls and messages all the next day, and have to file a claims for "damages" within 24 hours. Talk about the least relaxing weekend away I could have ever dreamed. Was on the phone with Turo and towing for 4+ hours straight during the incident. What a nightmare. Stay away.
5 years ago
Tonya Jennings Paris, TN
I've used Turo 3 times but will never use them again! Take lots of detailed pictures before and after! The host can claim damage up to 24 after they accept the vehicle back. I took, what I thought, were good pictures before and after (the vehicle had previous damage which I documented in the pictures). I turned the car in to the host in person and he inspected and accepted the car on the spot with no problems. Hours after the trip ended the host, who took no before pictures as required by Turo, reported damaged (the previous damage that I documented in photos). Turo would not work with my insurance company. My insurance company found no fault on my part so they denied the claim. I corresponded with Turo through both phone and email and I never spoke to the same person twice while they frequently contradicted themselves. After I disputed the damage, trying to prove there was already documented previous damage, Turo sided with the host and charged my card on file over $1100 after I gave them written notice I did not authorize any additional charges and froze my card.
Apparently, the before pictures i posted in the app when I picked up the car were not enough to prove I was not at fault even though the host took no before pictures to reference.
Beware and take LOTS of detailed pictures.
5 years ago
Review Source
LaToya Morris Tulsa, OK
Booked car 3hrs in advance. Ended up without vehicle and $94.14 removed from my bank account. Extremely disappointed and would not ever recommend Turo to anyone but the BBB and the Police Dept. Your company is obviously a scam. Especially from the conversation with your support team who did nothing but blame the host. They tried to get me to book another Vehicle without any resolution or accommodations to my 1st problem. I still would've had to wait AGAIN another 3hrs to book a vehicle while being skeptical about being scammed AGAIN. WARNING...DONT DI IT! STRAIGHT SCAM ARTIST'S... BEWARE! You're not worth Stars or People time. Please remove 1star since I'm not allowed to remove it (falsely represented). I give zero STARS here.
5 years ago
Olivia Greco Bolton, ON
I rented a car on Turo in Vancouver. Immediately upon driving the car we noticed that when turning right, the front left wheel would loudly squeak. When we brought it back the owner claims we scratched his rim which we did not, the rims had all kinds of scratches. He proceeded to tell us that it would be $200 to fix so asked us to pay cash. We asked for him to have a mechanic invoice (even though we didn’t agree with the whole situation and felt we were being scammed). He sent an invoice an hour later stating exactly $200+tax. We found it really sketchy that considering he said he’s never rented his car before or had this issue, knew exactly how much to the dollar, what it would cost to fix a scratched alloy rim.
We thought it was weird so we decided to let the claim go through Turo instead. To our absolute surprise we got an invoice from Turo for $1013!! For a scratch on a rim, even though we clearly have the first mechanic invoice stating $200.
We tried to ask many times why the sharp increase in price, there was no answer other than a detailed invoice with a million different charges adding up to $1013.
5x the price from the first invoice and anyone with common sense knows a scratch on a rim is NOT that price. You can replace all the rims for that price especially considering the rims were super cheap and flimsy to begin with.
The customer service was HORRIBLE. No one was able to help us and everyone was SO rude. They charged the amount without any consent right off of our credit card.
Complete disaster. Please don’t use this App.
5 years ago
Scale Life Farmington, MI
Unethical scam artist! They’ll lie to you and anything else to get you to pay their INFLATED fees then leave you stranded! We were taken advantage of by a seller who wanted new tires, they canceled our insurance on the car & charged us double what they’ll cost and closed the amount until we paid it. We then paid it after personally getting confirmation that our account we gain full access again after payment and they closed the account soon as we paid. Nobody can be trusted, they’re all pawns used to lie to you for a single person behind a computer to screw anyone who expects fairness. I wouldn’t recommend them if it was FREE
5 years ago
Ronald Moore Tacoma, WA
I’m done with Turo.
The first time I booked a Yukon and rented this specific vehicle so my 3 and 5 year old could watch their Disney DVDs during the long road trip. When I picked the car up, “it didn’t have one” for some reason. The photos of the vehicle were of another vehicle.
The second time I used Turo I booked a 2010 Ford Escape with “Amjad” in Columbus, OH. The car was a piece of crap! When I started it, warning lights flashed, the fan belt whined LOUDLY, it had dents, it had rust spots, bald tires and STAINS inside!!! When I asked for another vehicle I was told there weren’t any (it was a used car lot). The vehicle didn’t even have a permanent license plate. It had “temporary tabs” taped inside the tinted rear window. I drove the car a couple of times and returned it TWO FULL days before I was planning on returning my Turo rental. However, Turo kept ONE FULL day of my rental payment with no explanation as to why!! TERRIBLE COMPANY!! DO NOT USE THEM!!
5 years ago
A Zand Mission Viejo, CA
I rented my Tesla Model 3 on Turo. Had a renter who did not return it, ran it until there was 1 mile left on it without charging, didn’t answer my messages. Turo tried to contact them and they used a fake license and phone number. They told me I need to wait 48-hours. They do nothing to get your car back. Police do nothing because they say you voluntarily rented your car out. Renters beware if someone chooses not to return your car Turo does nothing about it.
Oh the worst part, the person didn’t even get their account suspended after Turo customer service admitted to me they used a fake ID and phone number.
5 years ago
Dan S
This was my first time using Turo and I’ll never use Turo again. The host canceled my reservation 2 days before my trip. I understand things happen BUT it was the third time this host has canceled reservations. According to Turo’s own review the host had canceled the previous reservation just 2 hours before pick up time. When I called Turo all they said was, “Sorry for the inconvenience.” Then Turo’s representative proceeded to tell me it could take up to 10 days to get my refund. I would not recommend the service to anyone. Very unreliable. Stick with rental companies that actually have backup vehicles if needed.
5 years ago
Melron Estes South Jordan, UT
DO NOT RENT FROM TURO! I used Turo as my car rental company because pricing was much cheaper. However after the first day I called to add me as a driver and maybe not have my wife as a driver. After 6 hours and talking to five departments and several managers in a different country Turo ended up cancelling my reservations and then charging me an additional $790.00 to get back the original reservation. They then blamed me for the error stating it was I who called them and requested the cancellation. Aside from costing me an unwanted $800 it also made me miss the activities we had planned on Sunday and put me in a foul mood for my vacation.
What I found out from this experience (aside from never use Turo) is that the way they have structured their company is that they have all customer service and account management handled in a foreign country where they are poorly trained in how to run and navigate their systems and the managers are only authorized to offer a maximum of $30.00 to correct problems or errors and cannot make changes outside a set perimeters of the programming.
Hopefully this will save others from having to deal with the same expensive frustration I did.
5 years ago
Paul Donovan Windermere, FL
I will never rent through Turo again and I encourage you to never do so either. For the first time ever, I rented a car through Turo for a week in Arizona. We had plans to see Sedona, Flagstaff etc during our time there. The third day we had the car we were driving from Phoenix to Sedona when we had a tire blow out on the highway. Pull over to the side of the road prepared to change the tire and there is no spare tire in the car. A little more inconvenient but no huge problem because we will call for Turo roadside assistance. Unfortunately, where the tire blew out has no cell service whatsoever. We tried my phone with no service, my wife's phone (different carrier) which had no service. So , now we are out in the middle of the desert where it is 101 degrees with no way to contact anybody for assistance. I get out of the car and after about 5 minutes am able to wave somebody down to hopefully assist. Of course, they have no cell service but they promise to call the highway patrol as soon as they do. A guy with an 18 wheeler also stops. Again, no cell phone service and his CB radio is non operational. Just as we were preparing to take a ride into the next town (Black Canyon City) to try to get a wrecker the highway patrol showed up. Of course, he has no cell service and his computer can't connect to the internet. However, he did have a radio and did call a wrecker for us. We had to pay $215.00 to tow the car to the nearest tire store and then another $133 for a new tire. Turo refuses to reimburse us anything for this added expense saying I was at fault! Somehow, I am at fault because a fairly new tire (4 months old) must have been defective and blew out the sidewall while I was driving on the highway. Somehow, I am at fault because there was no spare tire in the car. Somehow, I was at fault because I had no cell phone service and had to wave down help in the middle of a 101 degree desert. Somehow I am at fault because I had the car towed without contacting Turo ! This is the kind of risk you are taking when you rent through Turo. Never agsin!
5 years ago
mohamed farhadaa Mississauga, ON
I booked a car with 7 seats to pick up my friend and his wife and 2 kids and 6 luggage at 7am. I booked it a month in advance to make sure I have it ready. On the day before the booking at 11 pm I got a call that this car is not available. I could not find any other 7 seaters on that day as it was very short notice. I booked a smaller car and had many trouble of going the trip back and forth and I called other friend to help us out. After all this trouble, support did not do anything except giving me 20$ back saying this is the maximum out of 150$. Moreover, they did not allow me to speak to their manager as the case is not "that serious". Please think many times before booking with them.
5 years ago
Tiera Henry Saint Augustine, FL
In July we rented a vehicle through Turo while visiting Colorado. At first the experience was great, we met with the owner’s son at the airport and went on our way towards Estes Park. The next afternoon we drove the vehicle to Bear’s Lake and after walking around we went to return to the vehicle and we’re unable to get it started. We first thought the key fob had died but after a few short minutes the entire vehicle was dead. We were able to have someone jump us. Upon doing so warning lights came on to “check engine”, “check all wheel drive” and to contact a dealership. Given our location we were forced to drive the vehicle to the entrance of the park so that we would have service to contact the owner. Upon driving the vehicle it began to lurch violently so we pulled off at the first point we could do so safely (not even 1/4 of a mile from our original parking lot). We were able to contact the owner and the owners son regarding the situation and it was decided that the vehicle would be towed.
We were guaranteed a full refund of our costs with the agreement that we’d pay what we had used in gas.
We were then left in a National Park, with three young children, with a thunderstorm coming and no means of transportation. Luckily we were able to get transportation from the park to our condo and the next day had to find transportation to Boulder to obtain a new rental car.
After our trip we received a refund of not even 1/3 of our total costs. When we inquired with the owner he stated he had told Turo what had happened and it should’ve been a full refund. When we contacted Turo regarding such we were informed that because the owner of the vehicle chose not to profit from our trip we were limited in what could be refunded. When I explained the situation leading up to and the difficulties it caused us they then stated that they would reduce the “trip cost” as we benefited from a full day use and their investigation resulted in that the vehicle was safe to operate and we could have done so. Their price reduction was then what they would normally charge for a “day trip”. I then sent videos of the vehicle’s condition showing that it was in no condition to drive and stated I would pay 1/5 of our total original fee (given the one day use and ignoring the fact we ended up having to pay more for another rental car) but they have been unwilling to assist. In response they stated that they’d provide us with a $30 credit to be used for the future.
Not only am I disappointed in the way this was handled by the owner and Turo I’m concerned with that Turo allowed the vehicle to be operated and attempted to state that it was safe for us to continue driving that day.
5 years ago
Deb Harvey Waterford, WI
I have been trying to rent a vehicle in Anchorage, AK for next summer (2022). My first reservation cancelled on me as they indicated the price I reserved was too low and they weren't taking bookings until next year. So, why did their website indicate differently. My second attempt and the host never responded to my request. The third and fourth requests cancelled for personal reasons (going on vacation and selling car at the end of summer). I contacted Turo and they indicated hosts should be honoring their pricing/availability. I tried one more time and booked a reservation only to have it cancelled within hours. The host indicated "Too soon to book, I haven't set prices to match likely demand." I suggested they updated their website so others won't be able to make any reservations and I also indicated I had 4 previous cancellations. His response - "When four different people tell you the same thing, it might be an indication you're the one who's being unreasonable, not them." I will tell all my friends to stay far away from Turo.
5 years ago
Hayley Coppola Hoboken, NJ
I had my first experience with Turo this past weekend. When I went to pickup the car, the host was not there for me to ask any questions on the 2011 Nissan Maxima, instead I had to get the keys from a coworker. Upon turning the car on there were lights on the dashboard (traction control and no air bags). Not knowing if this was faulty since there was no host and I had to get on the road I proceeded with the trip.
About an hour into the trip water from the air conditioning started leaking into the footwells to the point where if you stomped your foot you could visibly see splashing. On the way back from the trip, low tire pressure notifications kept popping up from a cracked rim every hour after refilling with air. Eventually, I was stuck in the middle of nowhere in Ohio far away from tire shops and civilization to get this issue fixed. There was no towing nearby, and this cracked rim issue caused a delay of 5 hours in the trip. It turns out the rim was an awkward size and different local tire shops would need a replacement order that wouldn't come for a couple of days.
What I ended up having to do is go to a local welder and WELD the rim back shut, then proceed to get a new tire as well since the cracked rim was ripping up the tires inside. Once the wheel was repaired, the stability control light had gotten turned off, meaning the car was given with a wheel that was causing the light to turn on in the first place. This 5 hour delay in the trip caused me to have to take an additional day off of work as well as push the ""return date"" for the car (an additional item I was charged). Eventually I made it back home to NJ and dropped off the car (once again the host was not here for the drop off).
Thinking at the bare minimum it would be reasonable for Turo to refund the unexpected costs due to the unsafe car they rented me, I reached out to Customer Support multiple times on the matter. Their response is that the refund is up to the discretion of the host, who clearly wasn't acting in good faith since the beginning of my trip. So why would he refund me in the first place? This is a situation Turo needs to take into their own hands and they are refusing to do so.
I am extremely concerned that they are ok with this car continuing to be listed on their site due to the level of seriousness they took my inquiry - they gave me a $50 credit to use on my next Turo trip thinking that would resolve the matter. The responses were also copied and pasted canned statements, with broken english sprinkled in (they refuse to get on the phone with you, they only let you talk to them through chat and email).
That credit is going to go to waste, and I highly recommend anyone reading this to stick with a proper Enterprise, Avis, anyone else who takes full ownership of the maintenance policies they have in place.
5 years ago
Heather Goetz Peoria, AZ
We had a terrible experience. Car was not as advertised and we drove around for a week with air that did not work. Furthermore after we left possession of car we were told no matter what happens we are responsible for damage for 24 hrs later. So if they total it after we leave it with them. We are liable. There was a scratch after they moved it and even though we had pics proving it wasn't there they charged us over 1100 dollars. Big scam and they won't even respond to concerns etc. Waiting on the day they lose in court when they try blaming someone for something when they aren't even in the same state at the time it happens. Use a reputable company. Even if your cc company covers rentals. They even know better and won't cover turo due to the shady business practices. Buyer beware.
5 years ago
Sophia Tristan Sacramento, CA
I rented a vehicle from Turo only once because after my first rental, the company ran a background check on me that I apparently didn’t pass. They do this after you agree to things that you click on to process the rental. That was the reason given to me after I contacted customer service to inquire as to why I could not login again to my account to shop for a second rental. Are people who have records but have paid for their crimes to society still going to be punished forever? This company is too judgmental and frankly want to be picky about whose money they are willing to accept. That’s the truth.
5 years ago
Mrs Nurse Honolulu, HI
First of all, I want you, readers, to know that I started my trip with an open mind and happy about my vacation in Honolulu. Let start by saying that the price was very low, but not without its problems. The first problem was that I had to pay $70 for the car to be dropped at the airport. A friend recently put her car on this site, and she said that the vehicle is left in the airport garage, and she leaves money for her customers to pay for the parking when they leave the parking site. Anyways, I started walking towards where the car was supposed to be, but I hit the freeway and walking with three children at 11 pm probably not a great idea, so I called a cab that charged me $10 to get me to the rental, which was in a very dark street in the middle of nowhere. I was exhausted, so I drove to my Airbnb in a car that was very almost asphyxiating due to the smell of gas. The next day we visited museums with the windows open; I barely used the car all day. The following day, we took a more extended trip to the beach, and we saw cockroaches. There were coming from everywhere in the car. I communicated with the owner because in the Turo website is the first thing they ask you to do. Well, I sent him this "I'm disappointed with the state of the car. First,
there is a strong smell of gas or similar that is overpowering, and we have to travel with open windows, and second, your car has cockroaches. I'm not sure if you're aware of this, but it is very ..." (disgusting, sickening, unsanitary, well add your adjective).
" It is too late for me to find another car, but I'm not happy about all these problems." He said he would exchange it and asked someone to bring a car and take the filthy one. The friend said, "I'll be there at 8:30 pm," but at 8:30 pm, she said she'll be late. I didn't make a big deal about it; besides, I just wanted for the car to be gone. During the day, two big cockroaches walked through my legs, and another one fell practically on my daughter's mouth when she was drinking water, but that is not all; my son killed around ten cockroaches in 20 minutes. She called and said that she was downstairs waiting; when I drove the car, the tire was flat, and when I went to get the spare instead of a tire, there was garbage. I asked her for her spare, and she said she didn't have one, so I communicated with the owner, who said to call Turo.
I was not in any rush, and I could have waited until the next day to change the tire, but he told me to call Turo's roadside assistant. I waited until 1 am for the car to get picked up, and I could not move. To make this story shorter. I called Turo, but they said that they could not talk to me and just text with me about any problem. I texted them, and I told them about the cockroaches. I sent them the pictures. I told them about the state of the car and all the bad things that happened. They said I am sorry we can't help you. You didn't call us the first day. I said I got to the car almost at midnight, and the only thing in my mind was to sleep. Besides, in your rules, it says contact your host, and that is what I did, and they said "Well, we are sorry, we can't help you" I have been without a car for two days. Turo billed me for over $200 for towing that was not my idea, and denied me my money back because they don't know how long the cockroaches were there. The cheated rises dearly, and now I have to rent a real car for double what I paid in Turo and pay Turo's roadside fees. This company doesn't care about the guest; it just looks out for the host, so be aware. They don't look for solutions; they just give you the runaround, and then there are the car owners who rent trash in bad tires.
5 years ago
Emilie Nault Vaudreuil-Dorion, QC
An unresponsive host cancelled our reservation 2 days prior to our vacation. As the rates had dramatically increased since our booking 4 months prior, Turo offered to help with a compensation. We were told usual compensation was 80$, but they would release 140$ for our trouble (and the fact that we now had to pay triple the initial price). The compensation never came, the replacement booking was never made, I spent 7 hours on the phone with multiple agents and rude supervisors to be told they would perhaps get back to me by email within 24h. I received a compensation of 53$ - will never use them again. Disrespectful, not trustworthy! A big 0 for this company.
5 years ago
Bittermac Lawndale, CA
WORST CUSTOMER SERVICE EVER!!! HORRIBLE BUSINESS PRACTICES!!!
I used the service about 3 times while visiting family in Oregon. Not issues. Worked as promised.
Went to use it again and got an error that my account had been closed. Lifetime ban.
Called their call center 4 times. Total of 71 minutes on hold. Finally called with my registered cell and got an email address to protest account closure.
Emailed and 1 week later got a reply from Megan saying that my account was a dupe account by a car owner for fake reviews.
I replied that I was not fake and what proof would she require. I got a reply several days later that she reviewed it and I am a liar.
You truly find out who you are dealing with when there is a problem.
Used Getaround.com and had no issues. Better customer service too.
5 years ago
Will Wray Johns Island, SC
A host flaked on me and canceled a reservation 45 minutes after it was supposed to start (so I was standing there and waiting). Then they canceled so I had to go to a rental car agency and pay extra for no advance reservation.
All of this is arguably fair because Turo functions like a middleman. They can’t guarantee all cars (unlike rental car companies, which do). However, what concerned me here is that Turo did not permit me to write a review for the host, who still has a 5 star rating. Instead they left an automatic unrated note that doesn’t affect the host’s score.
So don’t believe what you see on that app: they block and censor reviews.
5 years ago
Sue Collins Wakefield, MA
Don't walk away RUN....THEY NAILED US FOR $600 TOWING FEE NOT EVEN FOR THE CAR WE RENTED!!!!!! TURO was no help and sided with the scammer. We were just scammed in FL, got a different car than was listed but same model/make thought nothing of it. No one met us at delivery, cars left in car, car open, at end of the week we dropped car off at parking garage at airport, instructed to do the same, leave keys in car and unlocked, many hours later get a call from lady, where is my car, told her exactly where car was parked, more hours go by, she threatens to call police, so we immediately do and tell her so...moments later, states car was towed for illegally parked, then changes it to abandonment, then damage on rear light....next day, tries to stick us with a $600 towing charge, and then says car was towed mid week and we abandoned it!! We had car entire week, car towed was one we were suppose to receive and didn't, Tuto sided with her and changed our acct $600, we have videos of the car being driven different dash etc. They sided with her prior to us being able to deliver any pertinent information we had. DO YOUR SELF A FAVOR STICK WITH HERTZ, ALAMO ETC, they may be more money but won't scam you they are a reputable company unlike Turo!!! Top it off the lady we did get car from had good reviews, I suppose those were fake too! BEWARE things on TURU are not what they appear to be FAKE reviews, scam artist ETC. makes it tough or the legit ppl trying to rent their vehicles and customers. CUSTOMER SERVICE IS HORRIBLE
5 years ago
