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Business Profile

Auto Rentals and Leasing

Turo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Important information

  • Customer Complaint:

    Turo came to BBB’s attention in July 2011. A review of complaints was completed in June 2025.  

    Consumers and Hosts are urged to review the following link for information on terms of service.

    https://turo.com/us/en/policies/terms

     

     

Complaints

Customer Complaints Summary

  • 2,267 total complaints in the last 3 years.
  • 905 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/23/2025

    Type:Order Issues
    Status:
    Resolved
    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:07/18/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 rented a car on Turo from 07/15/2025 07/18/2025 for $194.08 and discovered during a dangerous highway situation that the horn barely worked, making only a faint sound and leaving me completely unsafe. After checking reviews, I saw another renter had already reported the same horn issue, meaning the host knowingly listed an unsafe vehicle.The host ignored me for hours. I contacted multiple Turo agents overnight, was asked for video proof, and promised a replacement after returning the car. I waited alone at a gas station for ************************************************** a rural area, and walked 10 minutes back in the dark. I didnt get home until nearly 2 AM, relying on a Lyft voucher. The next day, Turo claimed they had no record of my situation, and the promised replacement car never happened.After hours of calls, stress, and emotional exhaustion, I finally received a refund of $194.08, but that does not cover the danger, frustration, or wasted time. The unsafe car remains listed on Turo, which is unacceptable. I am seeking additional compensation for the safety risk and mishandling of this situation.

    Business Response

    Date: 07/25/2025

    ******************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 was refunded the full amount of their transaction on July 17, 2025.

    We appreciate your time and understanding regarding this matter.

    Thank you,
    Turo
    20250718-RGGAWC

  • Initial Complaint

    Date:07/18/2025

    Type:Product Issues
    Status:
    Answered
    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 04/19/25 I requested that Turo renew my current rental, which they declined to do. Believing that the situation was easily resolvable, I requested Turo to disclose the reason for the decline. I ended up having to wait until 3 PM for Turo to provide me this information, at which point I then realized that the situation was actually not capable of being resolved quickly. As a result I returned the vehicle to its host, who responded by sending me a $94.61 bill for having returned it late. I did not feel that I rightfully owed this bill, however, because the late return was due solely to the five hours I had to wait for Turo to respond to my inquiry. The next day I received a second bill from this host, who was now falsely accusing me of having smoked in the vehicle and as such assessed me additional charges that now brought my total bill to $258.64! Next I viewed the pictures posted on the Turo website of the alleged smoking I had done. Upon viewing the pictures, I became nauseated once I realized that the host had gone so far as to actually plant cigarette ash evidence against me all over the otherwise pristine vehicle! Knowing that I had not smoked in that vehicle I then contacted Turo and reported the hosts fraudulent billing practices, pointing out that if the smoking allegation had been valid the host logically would have included it in the first bill he had sent me. Since he did not bill me for the smoking until 24 hours after having sent his first bill, his smoking allegation should, at a minimum, be viewed with skepticism. Turo seemed to disagree, however, given the fact that only days later they resolved the matter in the host's favor. To this day the $258.64 bill remains outstanding, as I have absolutely no intention of ever paying it, because I refuse to be taken advantage of by this fraudster! The fact that my Turo rental privileges continue to remain suspended due to my non-payment is what seems most unfair of all about this entire situation.

    Business Response

    Date: 07/25/2025

    ******************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 late return and smoking violation on April 20 and April 25, 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
    20250718-JM4QMR

  • Initial Complaint

    Date:07/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 charging my daughter (******* Halfords) credit card for an accident that she was not at fault for. She was rear ended by a man that was not looking at the road. She immediately contacted them with pictures of damage, his name and insurance information, even though he pleaded with her to not give Turo his information. They waited a month & told her she had a day to pay. Now today they are saying she owes even more!!! This seems illegal!!! I guess some people can just go around getting into accidents with innocent teenagers and Turo will just send the bill to kids they were obeying all laws!!! Very poor business practice!!! Seems like they are running some kind of scam or fraud against people that may not know any better. I would not recommend this company to anyone!!! For all I know the guy that rear ended my daughter is working with Turo and they are doing some kinda of shady fraud. Kinda what it seems like.

    Business Response

    Date: 07/25/2025

    ******************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
    20250718-JKZ4AU

  • Initial Complaint

    Date:07/17/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    My name is **** ****, and Ive been a loyal Turo user for six years, recently becoming a host. *** had great experiences until a manufacturer recall in May 2025 disrupted everything.On May 13, I received an automated notice that my vehicle was unlisted and instructed to cancel upcoming trips. I was assured these cancellationsdone under your directionwould not impact my rating or lead to disciplinary ********* car was fully booked for summer, and I complied, canceling trips per supports guidance. Since then, Ive:Submitted proof the recall was addressedRepeatedly followed up with supportAttended the host webinar on cancellation ratesProvided screenshots and timelines of all communicationsDespite this, Ive now been banned from the platformdirectly contradicting your May 29 communication, which confirmed my host performance would not be affected. I was even told by Turo agents to leave trips in place in case the recall cleared, then cancel if neededwhich I *********** acknowledges the issue but claims it needs escalation. Ive made repeated outreach efforts via phone, chat, and emailwithout resolution.Attached are relevant screenshots marked in orange. I respectfully request executive review and immediate reinstatement, as Ive followed every instruction in good faith.Thank you for your time and attention.

    Business Response

    Date: 07/23/2025

    ******************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 account hold has been removed last July 21, 2025.

    We appreciate your time and understanding regarding this matter.

    Thank you,
    Turo
    20250717-DOEQ00

    Customer Answer

    Date: 07/24/2025

    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:07/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 a Turo All-Star Host seeking assistance with an unresolved repair claim. ******* ***** submitted a claim through Turo stating that she damaged my vehicle. I attempted to coordinate repairs with her directly, but she failed to assist. As a result, I escalated the issue to Turo and submitted photos, damage documentation, and a repair estimate from ****** Body Shop for a total of $4,928.04.However, Turo offered me only $930.58, minus my deductible of $750.00. This payout is insufficient to cover the necessary repairs.I submitted a supplemental review and contacted Snapsheet regarding an updated estimate. They informed me that they provided the supplement amount to Turo on 7/15/2025. Since then, I have repeatedly called ************ as instructed, but the call disconnects immediately after entering the prompts. I have also sent multiple emails and called other numbers without ************* an All-Star Host, I pride myself on providing excellent customer service to all of my renters, and I am requesting the same caliber of service from Turo. My car remains in the shop, preventing me from renting it out, and I am losing income daily due to this delay.Please help me resolve this matter as soon as possible so that I can continue providing high-quality service to Turo guests.Thank you for your urgent attention.

    Business Response

    Date: 07/23/2025

    ******************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
    20250717-0YMB94

  • Initial Complaint

    Date:07/16/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 rented my vehicle on Turo to a renter. Vehicle was in a car accident. The other driver did not have insurance. The renter purchased insurance through Turo. Once, I received the estimate from the dealer, Turo asked me to file a claim with Turo on my end instead when i opted to work with renter. Turo did not accept my estimate from a professional ****** dealer and took upon themselves to under estimate the claim. Took them 14 days to respond, at which ****** dealer asked me to remove my vehicle and charged me $650. Turo then proceded to charge the renter the cost of their estimate, but will not allowed me to work directly with renter to settle for my damage. How can Turo take money, when they never paid out on any claim? They will not allow me to access the process to work with renter as it is an option. I have escalated with Turo, it seems like they want the claim time to expire so they can keep the money.

    Business Response

    Date: 07/23/2025

    ******************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
    20250716-52840Z

  • Initial Complaint

    Date:07/16/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Please see attachment

    Business Response

    Date: 07/23/2025

    ******************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 documentation to fully understand the circumstances. The customer was notified of **********************'s decision regarding the smoking claim on January 24, 2023. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.

    We appreciate your time and understanding regarding this matter.

    Thank you,
    Turo
    20250716-N3N5TS

  • Initial Complaint

    Date:07/15/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    DATE: 06/20/25 Left ****** towards *******, **. Car broke down in ******, ** . My family and I ( including my disabled mother) became stranded. We immediately contacted Turo and they did not have anymore cars. We waited so long on the side of the road as it was getting dark that we had to call someone from ******* to come get us. We were told **** had get a 3rd party vendor which was Enterprise and still could not get us a car that day. After being stranded all night, we were informed we could go to Enterprise and pick a car and that we would be fully reimbursed. Instead of giving us our money back as promised, Turo put the money on our account as credit for us to use at another time. This is totally unacceptable and very unprofessional. I need my money.

    Business Response

    Date: 07/22/2025

    ******************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 was refunded the full amount of their transaction on July 15, 2025 via ******. We did contact the customer directly via email and provided them an update on the status of their account on July 16, 2025.

    We appreciate your time and understanding regarding this matter.

    Thank you,
    Turo
    20250716-035EKA

  • Initial Complaint

    Date:07/15/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 made a reservation for a car. Im a first time Turo user. I noticed later that the owner of the car has a recent review that the tires are bald and the car shakes. That is concerning to me. Im being told I can not cancel! Its 2 months before the rental so this is crazy. Also, they are parking the car in the airports south lot and I have to pay to get the car out of parking. Thats crazy! This is a problem waiting to happen. I dont want to arrive late in the evening and have issues and this booking has issues written all over it.

    Business Response

    Date: 07/19/2025

    ******************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 cancellation request on July 15, 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
    20250715-U5VGOA

Turo is NOT a BBB Accredited Business.

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