I rented a vehicle through Turo from the 21st of March 2017 until the 8th of April 2017 (19 days) which came up to approximately $576 (discount included). When I received the vehicle from the owner, it was in terrible condition.
It had countless damages all over the front bumper as well as the left and right side of the vehicle. Fortunately, I took photos of the damages in front of the owner upon receiving the vehicle at the Fort Lauderdale Airport. After returning the vehicle at 05:30am on the 8th of April to the owner in the exact same condition that it was in when I received it, the owner walked around the vehicle and we parted ways after I shook his hand and thanked him. At approximately 11:30pm on the same day, I had received an email from the Turo Claims Department with the subject “Damage noticed following your rental”.
I immediately responded to the email in order to ascertain what damage I was being accused of causing. I also sent a message to the owner through the Turo application asking him to explain what damage he is talking about. The owner advised that there was some paint damage (scratch) on the rear bumper near the trunk and uploaded pictures to the page. After I saw the pictures of the apparent damage which could have occurred while the vehicle was in his possession from 05:30am until 11:30pm (18 hours) I told him that looks superficial and can be wiped off with WD40, a cloth and some rubbing.
He admitted to applying acetone to the rear bumper which as we all know is a paint remover. Turo had deducted $500 from my account as a deposit for the “damage”. After countless emails back and forth between myself and Turo Claims Department, I received an email from Turo stating the following: “We wanted let you know we obtained an independent appraisal of the damage claim. The attached appraisal includes an itemized list of repairs and photos of the damage.
The final stage of the process is for Turo to collect the total amount due. The total cost of this claim is $172.47. Please see the attached estimate and photos for your records. Since you declined coverage, you are responsible for the full amount of charges below: Appraisal amount: $22.47 Appraisal fees: $75 Processing fees: $75 Based on the low amount, we will be happy to waive our processing fee, reducing the total to $97.47 We have already charged your card for $500, so we have issued a refund of $402.53.
Thank you for your initial payment. You should expect this refund to your car within the next 3-5 days.” I agreed to the above charges and the case was closed however to my surprise, I was charged an additional $362.52 on the 15th of May 2017 which prompted me to contact the Turo Accounts/Billing Department on the morning of the 21st of May 2017. The lady that I spoke to stated that “it is quite strange that we don’t have a receipt on our end for this charge but I will escalate this issue to our Head Quarters and you should expect to hear from HQ within 72 hours. Breakdown of Charges: 1.
Vehicle Rental: $576.00 Trip Fee: $57.60 Total = $633.60 ($492.80 + $140.80) 2. Additional Charges: $960.50 Damage Deposit: $500.00 ($402.53 credited) Damage Cost: $97.98 UNKNOWN CHARGE: $362.52 Tolls: $7.64 Total = $468.14 ($97.98 + $362.52 + $7.64) 3.
Trip Totals: Authorized Total: $739.22 ($633.60 + $97.98 + $7.64) Unauthorized Total: $1101.74 ($633.60 + $97.98 + $7.64 + $362.52 + $97.47) = $1199.21 $97.47 Processing Fee was not wavered as promised by the Turo Claims Specialist. On the application it states two separate trip totals, first one is $1199.21 and the second total is $1594.10 which gives another discrepancy of $394.89.
Product or Service Mentioned: Turo Car Rental.
Reason of review: Poor customer service.
Monetary Loss: $859.
Preferred solution: Authorized amount of $739.22 to be charged and $858.88 to be refunded or there will be legal repercussions..
I didn't like: Customer service, Fraudulent charges, Demeanor, Worst customer service ever.