Aleta E

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Turo tried to charge me for Pre-existing damages!!

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Turo tried to charge me for Pre-existing damages!!

We had a bad experience when using Turo.

We rented a car in Hawaii and the car itself had pre-existing damages. We took a video of the car before our trip so that all evidence was recorded and we could drive with piece of mind. We did the same when dropped off the car.

Once we dropped off the car, the owner filled a dispute for damages totalling $800+. We had video evidence to support this was pre-existing.

PROBLEM 1

Turo demanded we send them all evidence within 24 hours. If we wait any longer, they will take the money from our card. So if you're travelling... better find Wi-Fi FAST!! because the phone app wont work for this. Visiting an ill family member? Better ditch them to find Wi-Fi... Apparently, Turo think 24 hours is fine because quote: "You either have the evidence or you don't"

PROBLEM 2

Turo offer only EMAIL support. You CANNOT call them. You try calling Turo, you will be passed around a bunch of menu options and none of them lead to a physical person. They take OVER 24 hours to reply to you.... So if you have problems, tough luck, because you better send all that evidence over within 24 hours because you will not be able to talk to Turo in that time.

PROBLEM 3

We followed the guide we received via email and submitted some picture evidence. Get this.... The website DOES NOT SUPPORT VIDEO EVIDENCE. I took the initiate and renamed the video to .txt and left a description. I also uploaded the video to YouTube and put in the link in. They debited my credit card for $800 and stated that I did not provide any evidence. What!?

PROBLEM 4

After emailing back and forth, a day wait in between each communication because they are as slow as *** replying when it really matters, I opened a case with the Better Business Bureau (BBB). This lit a fire under them because I soon received some preferential treatment. Money was finally refunded, despite it being taken from my account illegally.

PROBLEM 5

Turo users can charge up to $250 for a cleaning fee. So if you're renting a nice shiny white car, you're f****ed. Better clean that baby nice and clean and take photos, or you'll be $250 up the spout.

PROBLEM 6

The owner of our car was able to charge if the gas level was not full when dropped off. Turo allows car owners to do this. We picked the car up an d the gas was just below full. After driving around, we totalled that 80-100 miles were missing from full. In the paperwork for our agreement, it states the car was full when collected. To avoid the fee, we filled the car up, but we knew we were being had. I submitted the evidence to Turo and they ignored the question 4 times. FInally, they addressed it and stated quote: "You took that from a different angle, the car is full".

Do yourself a favor, spend a little extra and rent from somebody like Hertz and not these bunch of pirates. Trust me, you'll be happy you did!!

At no point did Turo apologize, not once. At no point did they penalize or ban this car owner. We were finally refunded by Turo because TURO made this mistake. The car owner still kept the $800 despite trying to charge us for pre-existing damage. This car owner is free to carry on and rip people off. I assume that Turo gets a nice cut from rentals because they are clearly doing nothing about it. This has been the most terrible car rental experience I have ever had!

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Loss:
$500
Pros:
  • Car selection
  • Very little about it
Cons:
  • Lacking customer service
  • Unauthorized charged
  • Unclear terms
Reason of review:
Poor customer service

Preferred solution: $500 in lawyer fees

1 comment
Maribeth Ojt

Just a quick question - we are going to Kauai and looking to use Turo because we need an 8 passenger vehicle - what island did you rent on, and if it was Kauai, who was the owner (so we can avoid that person)? Thanks

Jay L Bjq
map-marker New York, New York

Screwed over by Turo many times and deception at its highes

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Updated by user Nov 14, 2018

This is an update. Just found out Turo also blocked and took their phone number off any site.

No one can contact them via phone to get their money owed to them. And when they block you.

There is literally no way to get ahold of them. Criminal charges will be filed....

Original review Nov 14, 2018
Turo has straight out gone off the deep end. Ever since they added the (Random) security deposits and let rental agents use their site they have had no customer service and myself have been taken for my hard earned money that Turo has stolen from me.

Then blocked me. A 5 FIVE star person on their site. I called them out on their blatant lies and they do not respond with answers but change subjects. Have Audio recordings, print and transcripts.

I am starting a class action lawsuit. Turo is now stealing peoples security deposits if they dont like the tone of your voice and then block you.

Happened to 4 people I know in two weeks. I am number 5.
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Reason of review:
Poor customer service
Juvane H
map-marker Lakeland, Florida

Auto credit discrimination

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I believe this company was start back a bunch of old people who have nothing to do but control younger adults. I’ve been trying to rent from this app for about two years and each time I get declined because they use a system to pull up your auto credit score. From then that will make the decision of an approved profile or not approval. To my understanding, rental cars only run credit when your paying with a debit card, but rental car companies are regulated, turo is not. So in the mean time, they can do anything they want to do. But the company doesn’t work with everyone. I feel like it’s not fair and one day I might just have the ask the court to decide.

Laura Rivera Espinosa (Turo Support)

Apr 16, 07:07 PDT

Hi Juvane,

Thanks for your interest in Turo. After reviewing your account, we’re sorry to report that one of the reasons why we’re not able to approve you to rent from the Turo marketplace is related to your Auto Insurance Score.

While we’d love to welcome everyone to the Turo community, we need to make sure all hosts and travelers who use Turo meet certain requirements to keep the marketplace running safely and smoothly.

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Reason of review:
Poor customer service
Anonymous

Banned account

My account was banned without any reason. Customer support can't explain anything.
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Pros:
  • Good car selection
Cons:
  • Unclear terms
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Unban account

Adam A Brr

Excellent

Turo - Excellent
Enjoyable from start to end!
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Edeszann M
map-marker Eastpoint, Florida

Terrible Service

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Just got my account with my first rental and everything was going smoothly until i need the car for a little longer and I tried to rebook. Turo canceled my reservation while I was already at the location to pick up the car, so embarrassing and unprofessional!!! They me offered me no excuse saying that my account was under an investigation and could be deleted. Smh even if my account is not deleted I don’t believe I will use Turo again for the embarrassment, inconvenience, and unprofessionalism
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Reason of review:
Poor customer service
Fnu J Llo
map-marker San Francisco, California

First experience with Turo

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My overall experience with Turo was good, the checkin of the car I rented was quick and smooth. My car owner was very flexible and condition the of the car was exactly same as shown in the pictures. There are couple of things I believe that can improved: i) My reservation got canceled thrice before I actually got the car. And one of the confirmed reservation got canceled 4 hours before my trip, which was very frustrating and annoying and the reason behind it was that the owner have actually sold her car. So, I believe there is serious need of real time system to update the inventory from owner side. ii) When my reservation got canceled, I got the response from Turo reservation team in like 6 hours, which is like totally losing the customer, and thats what happened I rented from a typical rental company that day. iii) I wanted to return my vehicle 12 hours before my end time and the Turo system was charging me $25 extra, which was weird, how can returning the car before time be charged more. So, I contacted the owner directly and she helped me to return vehicle. But the point is that the vehicle is in Owner's premises but according to system its with me. So, in case some accident happens with the vehicle during that time, I don't know who will be liable. So, Turo needs to add in there system if vehicle can returned before the end time or not. iv) Last one my $25 first time user coupon was not able to redeem, and I've already taken my first trip and the coupon is still sitting in my account, I don't have energy to fight on that. I know my comments are very critical but I see great potential in Turo. So thats why I thought it would be better for the company to know about the areas to improve. As somebody said "to solve a problem you need to understand there is problem". Thank you. -Jatin
View full review
Loss:
$150
Pros:
  • Availability of cars
  • Good car selection
  • Ease of website
Cons:
  • Lacking customer service
  • Poor communication and consistency
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Houston, Texas

Expensive Lesson

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Turo is cool to rent cars but only rent for a day or so and not for any business reason. They run up the mileage charge very quickly. With an establish company like Hertz or Enterprise, you get unlimited mileage and a very detailed base of offices to assist. With Turo if you are on a business trip, beware of mileage. It hits you and becomes expensive and when you need anything you are at the mercy of the owner and not Turo representatives.
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Reason of review:
Poor customer service
Gary M Ply
map-marker Los Angeles, California

I was removed for being a republican!!

Turo customer service rep emailed me about over mileage fee. I paid the fee, but I was a little upset about it. I wrote the rep and said I would not be renting cars for a while. The rep put me in the Turo review department and they made me send them a kinds of extra information including mu LinkedIn profile. After reviewing me they said I could no longer rent through Turo. I asked why but they would not give a reason. But after doing some research I found out they do this to a lot of Trump supporter. How does a company pick and choose who can and can't use a service. Total BS
View full review
Reason of review:
Will not rent to Trump supporters!

Preferred solution: Allow me to rent cars again!! I did nothing Wrong!!

1 comment
Guest

And of course you failed to share this "research" of yours. This most likely had zero to do with your voting habits and more with your big mouth habits.

There first tip off probably has something to do with your your communications with them in the first place. I reckon they figured you were some kind of nut. The kind they don't want to trade with. Please feel free to share the research.

Right wing nut message board comments do not count by the way. Let's see a real news story.

Gwenn L
map-marker Utica, New York

Drove the FJ Cruiser ive always admired!

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I was back home for a business trip in Minnesota decided to treat myself to a car I always admired on the road to see what it felt like to drive one. It was a lot of fun to have something other than the standard rental and my host Greg was very friendly and helpful! I see he also has a Civic I could rent when I wanted to save some money. If it's snowing the next time I come that FJ Cruiser though will come in mighty handy! I can't recommend Turo enough love this app!
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Reason of review:
Good customer service
Jessica N Ylf
map-marker Saint Cloud, Minnesota

Great!

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At first I was having a horrible time because host Rub something, didnt show up, wouldnt answer my calls or texts so obv I was mad and called Turo for a refund. They convinced me to rent from someone better, I ended up renting from Eric Kwan and I was so happy! I love Eric’s selection of vehicles, super friendly and flexible. Ive rented with Eric before so he’s helped make my experiences great. Thank you!
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Reason of review:
Good customer service
Annu S Gvu
map-marker Englewood, Colorado

Deceptive practices followed by turo

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Their decision is purely based on TransUnion credit score, they call auto insurance score, it has nothing to do with your previous insurance claims or driving history, they want good overall credit score, bottom line , credit score is not the right criteria to judge someone’s drving or renting a car history
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Sonia L Hie

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Visalia, California

Wonderful

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I had a Great experience. I would definitely do it again
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Reason of review:
Good customer service
Claudine E

I endured the worst Rental Car Company Experience at a very bad time

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I thought Turo was a great deal company when I heard about it on TV. Turns out you're better off going to Enterprise to rent a car thats my lesson learned. I set up an account with them on August 24, 2018 after turning in my vehicle (lease expired). Figured that, I didn't really need anymore car payments at this time. I was mainly working from home. And I'll just save my money and buy a smaller vehicle cash. I was approve immediately to drive. So great! And I could use a debit card to rent with them as well, which I thought was super awesome. So I figured I could use my Insurance Then things made a turn for the worst when Hurricane Florence came and hit the State where I live in. So I turned to Turo. At check-out they turned me down, at the very last hour (even though I was approve to drive on August 24th!). No letters or scoring system explaining why I was turned down. I have descent credit, was initially approve before, good and spotless driving record, and nothing telling me why this was happening. And I needed to leave the Hurricane affected area immediately. I was both screwed by Turo and Hurricane Florence!!! Then they had the audacity to send me an email if I satified with their services
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Pros:
  • Flexible locations
Cons:
  • Suspicious denial
  • Turned me down after approving me to rent a car
  • Lost alot of money
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Greg W Gkl
map-marker Warren, Ohio

Great experience !!

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Chepapest rental for being under 25. Everything was great. The remote check in was awesome and convienent. Will definitely use turo again. 10/10 recommend. We got a Jurassic Park Chevy HHR! So many compliments. We took the car all the way up to La. We hit evrry beach along the way up Route 5 and also Pacific Highway, Rt 1. Everything was smooth. It was nice bevause we forgot to get gas and we only got chsrhed a small fee for not refilling it. I feel like overall everything was a better experience and also cheaper of an experience rather than going to an actual xar rental like Enterprise. I will use Turo every time i need to rent a car now! Thanks
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Pros:
  • Concept
Reason of review:
Good quality
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