Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reservation number ******** was supposed to return my vehicle at 1pm on Saturday July 12, 2025. Instead the renter abandoned my car 186 miles from my home. I contacted Turo to request a tow truck and after 12 hours, they had not retrieved my vehicle. Instead, I secured a tow truck and got my own vehicle. Turo asked me to send the receipt and confirmed they would reimburse me in 24 hrs. Its been over 12 days and I have yet to receive a reimbursement. They continue to give me the run around when I call.

  Business Response

  Date: 07/29/2025

  ******************text="true" style="box-sizing: inherit;">At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed the details in the inquiry and have escalated it for further review. A Turo representative from the appropriate department will be reaching out to you directly regarding this matter via phone, text or email.
  
  We apologize for the delay and appreciate your patience.
  
  Thank you,
  Turo
  20250723-A2B4V4

  Customer Answer

  Date: 07/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Host falsified numerous reports in order to avoid reimbursement. TURO has received a sufficient amount of evidence validating my claims,but has not properly investigated therefore prolonging the process in host favor and numerous customer service agents have dropped the ball prolonging the process.TURO has not documented evidence notes nor read evidence notes properly causing me emotional distress,pain ,suffering and having to continually repeat and relieve this nightmare with the untruthful hosts,whom has gotten away with doing this same type of behavior with other guests scamming them out of money without TURO properly investigating and simply just awarding the untruthful hosts stolen scam money.I learned of this from another former guest whom posted on social media worldwide about the host scamming her guests.

  Business Response

  Date: 07/29/2025

  ******************text="true" style="box-sizing: inherit;">At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed any available information and documentation, however there is not enough information provided to identify a transaction. Customers may respond directly to this email with the reservation number and claim number.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250722-FCNOP4

• Initial Complaint

  Date:07/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Turo is repeatedly harassing me over a court case that was handled already. I received a letter stating that the case was closed and theyre still bothering me about paying for something I did not cause

  Business Response

  Date: 07/28/2025

  ******************text="true" style="box-sizing: inherit;">At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed any available information and documentation, however there is not enough information provided to identify a transaction. Customers may respond directly to this email with the reservation number or claim number.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250721-WAP26G

• Initial Complaint

  Date:07/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting an immediate review and removal of the false and defamatory review left by the host iRent4U on my profile following a past trip with their Tesla.The review contains multiple false claims:The host stated I left the car with very low battery, when in fact I returned it with more battery than received (as confirmed in our message thread).They falsely accused me of leaving the vehicle in a restricted airport zone and receiving a ticket, which never occurred.They claimed I refused to pay fees, yet I paid the required delivery fee, and they sarcastically acknowledged it in writing.Additionally, the host admitted to tracking my location and trip behavior without my prior consent. This is a direct violation of privacy and potentially Turos terms regarding the use of vehicle data.I find it unacceptable that:My honest review of this host was removed, while their provably false review remains on my profile, damaging my rating and reputation.This creates a biased and unfair platform experience.Please investigate this matter urgently and remove the review. I am attaching screenshots of our conversation and the review for your reference. I expect Turo to take corrective action in line with its review policy and commitment to user fairness.Sincerely,***** **********

  Business Response

  Date: 07/27/2025

  ******************text="true" style="box-sizing: inherit;">At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed all available information and found the customer was notified of **********************'s decision regarding the charges on their account together with the tracking device on May 29, 2025. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250721-AFWNH1

  Customer Answer

  Date: 07/27/2025

   
  Complaint: 23628669
  
  I am rejecting this response because: remove the difamatory review and charges. 
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 07/31/2025

  ******************text="true" style="box-sizing: inherit; caret-color: transparent !important;">At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed this issue against our policy again, and will remain with our decision.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250728-0RGW1O

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23628669
  
  I am rejecting this response because: This is unfair and i dont agree with the resolution. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:07/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to Turos mishandling of a false smoking violation and defamatory review left by a host, despite my clear evidence disproving the claim.I rented a vehicle through Turo. The car was already dirty and had an odor. I do not smoke. The host falsely accused me of smoking and left a 1-star public review, damaging my ***utation. This is defamation.I submitted before-and-after photos with timestamps showing the cars condition. I also pointed out that the host has a pattern of similar accusations in other reviews. Turo denied my dispute without explanation.A Turo *** later confirmed my evidence was strong and the claim shouldve been removedbut no action has been taken. The review is still live, and I continue to be invoiced $165 unjustly.Turos inaction has caused stress and ***utational harm. I have reached out multiple times with no resolution.Resolution Requested:1.Remove the false review and smoking violation.2.Cancel the $165 charge and all collections.3.Provide written confirmation of case closure in my favor.If unresolved, I will pursue legal action for defamation and damages.

  Business Response

  Date: 07/27/2025

  ******************text="true" style="box-sizing: inherit;">At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  We have reviewed the situation in this report with all information available to our team. We have discovered the customer's smoking violation invoice was fully voided last July 22, 2025. We did inform the customer when they contacted us directly via call on July 21, 2025
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250721-MX3X8C

• Initial Complaint

  Date:07/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Turo, Inc. regarding the sudden and unexplained suspension of my account, along with their complete lack of communication and transparency throughout this process.I used the Turo platform twice, and the last time I used their service was in 2019. Recently, I attempted to use Turo again and was notified that my account had been suspended due to a financial issue allegedly from 2017 an issue I was never made aware of at any point in the past.When I reached out for clarification, I was met with vague responses via chat and was denied the opportunity to speak with a supervisor despite multiple requests. I asked how I could correct the issue if I was indeed responsible, but no one provided clear steps or even basic information about the alleged problem.Eventually, I was booted from the system completely, and I was informed that any future inquiries would go unanswered. I find this response unacceptable, especially considering that I have no record of being contacted about any financial issue at the time it supposedly occurred.I am requesting that Turo:Provide a full explanation of the reason for my account suspension Clarify the alleged financial issue from ***************************************************************************************************** to make things right The lack of transparency and customer service has been deeply frustrating, and I am hoping the BBB can assist in helping me receive a fair and professional resolution.

  Business Response

  Date: 07/27/2025

  ******************text="true" style="box-sizing: inherit;">At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed any available information and documentation, however there is not enough information provided to identify the account. Customers may respond directly to this email with the phone number or email address associated with their Turo account.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250721-PHBSQE

• Initial Complaint

  Date:07/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged by Turo for no reason and telling me that I owe them money and I want to dispute this matter to be taken seriously because the tree branch fell on the car and Turo has no evidence I broke the car and I told them I didnt broke and now they are telling I am responsible and that is there policy no way no payment will be released unless there is actual proof for the guest to pay the bill.

  Business Response

  Date: 07/26/2025

  ******************text="true" style="box-sizing: inherit;">At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed the details in the inquiry and have escalated it for further review. A Turo representative from the appropriate department will be reaching out to you directly regarding this matter via phone, text or email.
  
  We apologize for the delay and appreciate your patience.
  
  Thank you,
  Turo
  20250720-EBDJ5L

• Initial Complaint

  Date:07/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 1116, 2025, I rented a vehicle through Turo, Inc. from a host named ********************** in *******, ********The rental cost, including fees, totaled approximately $320. After the rental ended, the host falsely accused me of violating Turos no-smoking policy, claiming I smoked in the vehicle. I am a non-smoker and did not smoke in or near the car at any point during my trip.The host submitted a single photo of a cigarette staged in the vehicle after returnthere were no ashes, no smoke odor, no burns, and no damage. Despite this, Turo sided with the host and charged me $150 + fees for a smoking violation that never happened.Additionally, during the trip, the host instructed me not to take any return photos, claiming I could get fined by the airport or Turo if I did. This made me uncomfortable and left me unable to defend myself with return documentation, which I now believe was intentional.When I disputed the claim with Turo and provided text messages showing the hosts directions and my non-smoking behavior, Turo still refused to remove the charge, ignoring the evidence I submitted.---Nature of the Dispute:False accusation of a smoking violation Fraudulent additional fees charged Failure of Turo to properly review or resolve the claim Predatory host behavior allowed on the Turo platform ---Attempts to Resolve:I communicated directly with Turo support, explained my case, and requested supervisor review. Despite this, Turo refused to reverse the charge and did not offer a fair resolution.---What I Am Requesting:A full reversal of the $150 smoking violation charge and associated fees.A review of this hosts behavior for potential abuse of the system.Policy improvements to prevent false claims against renters in the future.

  Business Response

  Date: 07/26/2025

  ******************text="true" style="box-sizing: inherit;">At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed all available information and found the customer was notified of **********************'s decision regarding their requested refund on July 17 and July 21, 2025. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250719-POJ7AM

• Initial Complaint

  Date:07/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Request for Resolution of Tax Refund Issue and Improved Tax Exemption Process Reservation ID ******** Dear ************************ am writing to formally raise a concern regarding a tax refund issue I have encountered with Turo, the car-sharing platform, and to request assistance in resolving this matter.On July 2nd, I booked a trip through Turo under reservation ID ********. *********************** platform does not have a option to submit a tax exemption card or claim a tax exemption during the booking process. Therefore, after the trip, I requested a refund of the tax amount of $45.58, since I hold a valid tax exemption card. This is a standard procedure followed by many companies for tax-exempt customers.Despite submitting *********************** online tax exemption form, I have not received any response or acknowledgment. I also contacted their chat support twice and spoke with their customer care team by phone, but no solution was provided, and representatives appeared unfamiliar with the process or unable to help me secure my refund.Furthermore, I was unable to find a direct customer service email for ********************** to escalate this issue, which has made it difficult to resolve.I respectfully request that Turo promptly refund the $45.58 tax charged and put in place a clear and efficient process for handling tax exemption requests and refunds. Implementing such a mechanism would enhance customer experience and ensure proper compliance with tax exemption regulations.Sincerely,Sachin

  Business Response

  Date: 07/26/2025

  ******************text="true" style="box-sizing: inherit;">At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed the details in the inquiry and have escalated it for further review. A Turo representative from the appropriate department will be reaching out to you directly regarding this matter via phone, text or email.
  
  We apologize for the delay and appreciate your patience.
  
  Thank you,
  Turo
  20250719-X8CEGW

• Initial Complaint

  Date:07/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Turo in the past and had no issues. This last trip there was a damage claim because driving in a storm and driving thru construction a rock hit the window and caused a chip. I heard something hit but didnt see it. I returned the vehicle the host found the chip and filed a damage claim. Thats fine we communicated I advised I would take care of the claim in the app since he submitted the pics and repair bill in the app. I call Turo to discuss arrangements and payment and they tell me the host has elected to resolve independently outside of Turo. I do not want to handle anything with him directly since I booked in the app this anime be resolved in app. I want to handle with Turo. Turo claims has been the worst. Theres no one you can escalate to. no one to assist in resolving because I no longer feel safe and comfortable speaking with the host. They pretty much said figure it out since the host elected to not resolve with Turo without informing me of the decision. Turo has to do better. everyone you speak with overseas isnt helpful. then not being able to speak to managers because it seems like they are trained to not transfer is not good. every single representative I spoke with I asked adamantly to speak to someone else because they were incapable of handling my call and my concerns refused flat out and kept repeating themselves about the claim like robots. They hung up on me. They have to implement some sort of stateside escalations process. If a guest isnt comfortable speaking to host post trip for reasons of safety the guests shouldnt have to and Turo should facilitate assistance. There simply needs to change and overhaul of customer service complaints and escalations. The host should have to tell the guest how they intend to resolve by not doing so its deceptive and misleading Turo should also provide that in the app in the claim. There should be transparency at all times

  Business Response

  Date: 07/26/2025

  ******************text="true" style="box-sizing: inherit;">At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's claim issue, we have reviewed details and the customer was provided an explanation of the claim estimation process on July 19, 2025. Additionally the customer was informed about claims coverage in general on the same date. The claim is closed.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250719-IB33KE