Turo
Reviews and Complaints
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Verified ReviewerTuro 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!
- Car selection
- Very little about it
- Lacking customer service
- Unauthorized charged
- Unclear terms
Preferred solution: $500 in lawyer fees
Screwed over by Turo many times and deception at its highes
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....
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.
Auto credit discrimination
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.
Banned account
- Good car selection
- Unclear terms
Preferred solution: Unban account
Excellent
Terrible Service
First experience with Turo
- Availability of cars
- Good car selection
- Ease of website
- Lacking customer service
- Poor communication and consistency
Preferred solution: Let the company propose a solution
Expensive Lesson
I was removed for being a republican!!
Preferred solution: Allow me to rent cars again!! I did nothing Wrong!!
Drove the FJ Cruiser ive always admired!
Great!
Deceptive practices followed by turo
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 | Visalia, CaliforniaWonderful
I endured the worst Rental Car Company Experience at a very bad time
- Flexible locations
- Suspicious denial
- Turned me down after approving me to rent a car
- Lost alot of money
Preferred solution: Let the company propose a solution
Great experience !!
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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