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:10/19/2023

  Type:Service or Repair 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.

  On Aug. 8, 2023, I rented a vehicle through Turo with Reservation ID ********, which I returned on Aug. 16. Both the host and I confirmed the vehicle's functionality and appearance to be in line with its condition at the time of rental. However, on Aug. 26, ten days after the return of the vehicle, the host reported damage to the rear bumper, alleging that I was responsible for the damage, and initiated a dispute case, Turo Claim #******. I would like to present several key points:1.Photographic Evidence:On Aug. 16, just before returning the vehicle to the host at the airport, I took photographs of the car from various angles. These images provide clear evidence that the vehicle's appearance was consistent with its condition when I initially rented it. The photos also contain timestamp information from that very day.2.Rule Adherence:Turo's terms and conditions explicitly stipulate that hosts must report any damage within 24 hours following the conclusion of a rental trip. In this instance, the host failed to adhere to this rule, reporting the damage nearly ten days after the trip ended, am I responsible for any damage to the vehicle after I returned it? And it is reasonable to question Turo's commitment to enforcing its own policies.3.Lack of Transparency and Due Process:After I submitted substantial evidence, Turo reached out to me on Sept. 2, to communicate a determination that I was not responsible for the damage. However, on Sept. 29, I received an email from Turo, which indicated that I was required to pay for the repair costs, totaling 500 CAD. During this entire process, I had no knowledge of the details or rationale behind the case's reopening and change in the resolution outcome, and I was not granted the opportunity to dispute the decision. This lack of transparency and due process significantly infringes upon my rights as a Turo user.In summary, I firmly reject the current claim resolution. And I request an immediate refund of the unwarranted charges.

  Business Response

  Date: 10/25/2023

  Hello
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.  
  Regarding the customer's issue, the matter is still under review and consideration.  This may take some additional time as we review.  We will reach out to you directly.  
  We apologize for the delay and appreciate your patience.
  Thank you,
  Turo

  Customer Answer

  Date: 10/28/2023

  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:10/18/2023

  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.

  I have not received any payouts from my earnings with my car rental vehicles listed on Turo. My first completed car rental was back on August 23 2023, I was supposed to get my first payout 14 days after the completed trip. I never received my payout and contacted support, they told me I needed to connect my Turo account to stripe account which is their backend/payment processor, for which I already did. I completed everything they requested and my payout date continues to say it will be released the next business day, for which this has been ongoing for almost two months now. They owe me thousands of dollars from all of my trips combined that have never been paid to me. Customer service team/supervisor continues to say the same thing every day that I call, they promise to escalate my case to their executive team and promise that I should receive a call/email from them within ***** hours which never happens. I am beyond frustrated as they haven't paid out any of my earnings and demand a resolution to release my earnings.

  Business Response

  Date: 10/20/2023

  Hello,
  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 and consideration.  We have reached out to Stripe, the support our payouts, to support to get the Host paid.  
  This may take some additional time as we collaborate with our business partners for a decision.  

  We apologize for the delay and appreciate your patience.  
  Thank you,
  

  Turo

• Initial Complaint

  Date:10/18/2023

  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 rented a car through the Turo app for a vacation in ***********, **********. The host of the car instructed us that there will be a shuttle to pick us up and bring us to the car. We waited 30 minutes until the car, which was driven by a family members, came to get us. Once we were at the car, the host was not there. The family member gave very little information in regards to the car and what was to be expect. The area in which the car was received was deplorable and not safe. Pictures of the car when received and when returned were taken. The car was delivered back to the same area were the car was received 5 days later. There was no damage to the car seen or reported by myself. After returning home, there was a claims report sent by email to me regarding damages. When comparing my photos to the host photo s observation can see the car was moved after I delivered it to another area and washed before the host pictures were taken. Turo has not automatically files the report without looking at my pictures. They also did not take into consideration my dispute of the claim. There is still an ongoing investigation and still am being blamed for what did not take place.

  Business Response

  Date: 10/20/2023

  Hello
  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 process. Additionally the ***************** has reviewed the case again and found the damages in the guests check out photos, which are not present in the pre-trip photos. The claim is closed.  
  We appreciate your time and understanding regarding this matter.
  Thank you,
  Turo

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20748974
  
  I am rejecting this response because:
  The post trip pictures shows no damage and the car was moved from the delivery spot and then the damage pictures weee taken. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/23/2023

  Hello
  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 process. Additionally the ***************** has reviewed the case again and found the damages in the guests check out photos, which are not present in the pre-trip photos. The claim is closed.  
  We appreciate your time and understanding regarding this matter.
  Thank you,
  Turo

• Initial Complaint

  Date:10/18/2023

  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.

  Claim #******. Reservation #********. On 07/26/23, my *** was damaged by a Turo renter. Turo was immediately contacted. As requested, I provided the necessary information regarding the vehicle. An appraiser accessed the damage and totaled the car. IIA picked up the *** on 08/24/23. I've reached out to my advisor multiple times for a resolution and I'm always told to give more time for research. My case was originally reported 84 days ago and has yet to be resolved. According to ********** laws, insurers have 40 days to accept or reject claims and then 30 days to make payment. In ************** where I reside, the timeframe is less. Insurers have 30 days to acknowledge and 10 days to make payment. Please note, Turo has exceeded CA and ** laws.

  Business Response

  Date: 10/19/2023

  Hello,

  Thank you for taking the time to reach out to us regarding your concerns.

  We have reviewed the details available and our Claims team has reviewed the file. They have provided the settlement, but does not look like there has been a reply yet.   A review and  acceptance is needed. The Claims will reach out to the host today to discuss the settlement and the next steps.

  Thank you

  Turo

   

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20748176
  
  I am rejecting this response because Turo has not called regarding the settlement. I received an email stating Turo is awaiting a required documentation from lien holder but no phone call. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/20/2023

  Hello,
  Thank you for taking the time to reach out to us regarding your concerns.
  We have reviewed the details available and our Claims team has reviewed the file. The Claims will reach out again to discuss the settlement and the next steps.
  Thank you,

  Turo

• Initial Complaint

  Date:10/18/2023

  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.

  Turo redeemed my $320 in gift cards before informing me that they cannot rent to me, I asked how I get my money back and they said that I cannot. So they have taken my money for a service, provided no service, but are refusing to refund me.

  Business Response

  Date: 10/19/2023

  Hello
  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.  There are no holds on your account.  Please ensure you have completed all verification processes and uploaded all relevant details about your liscence, address, etc.

  Thank you

  Turo

  
  

• Initial Complaint

  Date:10/17/2023

  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.

  Turo insists that I pay for a damage claim worth $4,360.61 despite the fact that damage had clearly accumulated over time due to design flaw in the car, resulting in it's failure. They want to charge me the $3000 deductible.I rented a Tesla Y '22 through Turo from Sep1-6th 2023.Turo is billing me for a damage claim resulting from a failure of the connection between the suspension and sub-frame of the car. Turo has not only insisted I am responsible but never acknowledged the prior damage when I bring it up. I pointed out there is visible rust in a crack in the photo provided by the Host of the damaged area, as well as time-accumulated grime on metal where paint had peeled off from deformation in that same area, indicating significant damage prior to the Trip (I provided a photo highlighting those areas).I also told them about design flaws in that area of the car found in the model Y from 2021-2023. The connection between suspension and subframe had a total of 3 failure points during that period (the suspension knuckle fracturing, the mounting plate and the bolt installation - links below). They said they would look into it but never replied about it after that.Email responses from Turo representatives clearly have no response to these points that I bring up and repeat the same empty statements that the claims team is "specialized" and reviews all the photos from the claim. I believe Turo has not only failed to do due diligence in this matter, it seems this is a policy, to make it difficult to dispute a claim. Because the failure was a result of a design flaw and accumulated metal fatigue it would not be fair to make me pay for the damage claim. It would be unfair business practice and exploitative. ********************************************************************************************************************************************************** ****************************************************************************************

  Business Response

  Date: 10/19/2023

  Hello
  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. Claim file has been reviewed by the Claims team and they standby the coverage determination that has been made. Though the guest alleges that damages were pre-existing, the damages are reasonable and in line with the damage that was confirmed to have occurred during the trip. There was no reporting of any issues with vehicle when they picked it up .There have been no reports prior to this trip of suspension issues.

  We appreciate your time and understanding regarding this matter.
  Thank you,
  

  Turo

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20742700
  
  I am rejecting this response because:

  This message repeats the previously used line mentioned in my complaint, that Turo stands by the Claim team's assessment without acknowledging the points made. The points made are that liability for part failure, if it occurred during the trip, should not be placed on the user ("Guest") if it resulted from an accumulation of metal fatigue (wear over time) and especially considering that this failure looks to be result of a design flaw.

  I never asserted that the failure had occurred before the trip, so stating that no complaint was made upon receiving the vehicle has no bearing on the points made. But I will state that no evidence has been produced that proves that it did occur during the trip, they simply use the fact that it was reported by the Host after the trip. As such could have failed upon the Host driving it to the shop. What I believe happened is that it randomly failed and could have happened to any Guest or the Host. It is unproveable exactly at what moment it happened, and this sis moot as it should be covered by their insurance as part of doing business and the insurance company should file against the manufacturer.
  

  Without any new relevant points their response does nothing to explain what seems to be negligence on the part of the company to adequately address the situation (why the rust in the crack and dust accumulated on bent metal was not factored in or if it was why it is not considered to have contributed significantly to the failure) nor to correct the wrong of charging me $3000 for damages that cannot be proven to have been caused by me and which appear to be a result of cumulative prior damage and poor engineering.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/23/2023

  Hello
  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. Claim file has been reviewed by the Claims team and they standby the coverage determination that has been made. Though the guest alleges that damages were pre-existing, the damages are reasonable and in line with the damage that was confirmed to have occurred during the trip. There was no reporting of any issues with vehicle when they picked it up .There have been no reports prior to this trip of suspension issues.
  We appreciate your time and understanding regarding this matter.
  Thank you,
  Turo

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair 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.

  During ma last Turo trip rental ( sep ***** *****. *********** **) I was provided car with 2 major violations:1. Car was illegal to drive in ********** due to out of state registration. As per Ac DMV come (CVC ******) out of state cars *** to be registered with CA DMV within 20 days.2. Car was unsafe to operate due to non -functioning turn signal. Proofs were supplied to Turo, yet company refused to take action and address the issue.

  Business Response

  Date: 10/18/2023

  Hello
  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 18 Oct 2023. 
  We appreciate your time and understanding regarding this matter.
  Thank you,
  Turo

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20741333
  
  I am rejecting this response because:
  Turo's statement on full refund is inaccurate. Turo's customers service denied my request for full refund. Can not comment if this is honest mistake or an intentional lie, but I'm attaching portion of my conversation with companies rep, where they offered small portion as a future credit, which I rejected. $50 credit is an insult, after their actions put my life and my wife's life in danger by providing us with an unsafe, illegal vehicle. 
  Sincerely,
  
  **********

  Business Response

  Date: 10/20/2023

  Hello
  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.  If this is regarding reservation 25987897, I have refunded the $135.  See attachment.  
  Thank you

  Turo

  Customer Answer

  Date: 10/20/2023

  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:10/17/2023

  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.

  Hello, Ive been using turo as a host and guest for 4 + years now. Recently my vehicle blew a head gasket causing me to need extended rentals. I used turo to book rentals for about a month straight. Recently I booked a rental for 2 weeks from October 15th-October 27th. On October 15th the day of the trip, I noticed turo had canceled the trip and put a hold on my account with no explanation given. I reached out via phone, chat, and social media and kept getting told that an account specialist will be reaching out to me soon via email to remove the hold. 3 days laters and Ive still have not received any email from anyone or any explanation on why my account has an hold on it.

  Business Response

  Date: 10/18/2023

  Hello,
  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 and the reservation was cancelled due to issues with the guest.  We do all we can to protect Host and their accounts, hence the hold until we finished the investigation.  All holds have been removed. Would you like me to relist your vehicles?
  We apologize for the delay and appreciate your patience.  
  Thank you,
  Turo

• Initial Complaint

  Date:10/15/2023

  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.

  I tried to rent a car through Turo for a week. The app wouldn't tell me where the pick up was until I completed the reservation and paid. I paid $546.17 via debit card and then it the pickup location was shown. It was 37 miles away. The app promised that the pickup was local. So I cancelled the reservation and it said I'd get a refund and it said I'd get a refund if five business days. I looked and the money had already been taken from my account. I called ********************** to complain (the transfer was instant, and it was a Friday, so they are keeping my money for a week) and the agent told me it was ten business days, not five. So, basically, half a month to use my money as they pleased for half a month. The reverse transfer would take 10 seconds. They are defrauding customers and keeping the money to use as they please. At this point I don't know when or if I'll ever get it back because the five days stated on the app is a lie, I assume lying to customers is their business model. I think they should have their business license revoked and be forced to refund all the money they stole plus interest. This is not a car rental service. It's an investment scheme using stolen funds.

  Business Response

  Date: 10/16/2023

  Hello
  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 10/14/2023.The timing of the refund is subject to processing time of the bank.
  We appreciate your time and understanding regarding this matter.
  Thank you,

  Turo

  
  

• Initial Complaint

  Date:10/14/2023

  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 lost alot of money as a result of Turo's poor business! I had planned a trip to another state with a friend of mine. We had literally everything planned and ready as we were driving from ******* to Georgia for a comic con and had many items we were taking with us to get signed. I rented a car on a Thursday and sent payment asap. I also sent a message to the "host" and received no response and did not think too much of it as maybe it is strictly a business and once payment is done you just have to meet at the address like the app says so I thought okay I will proceed as planned and as normal. I then message this host on friday around 8pm or so to see if we can pick the car up earlier then the scheduled time which was around 12:30 at night. Again no response but I proceeded to just wait for the agreed upon time and pickup spot which was very far from my house. I then arrive at around 12:30 on the dot like our agreement stated, and to my surprise I do not see the car anywhere at all. I start to message the seller again stating that I am at the location and ready. The seller finally responds but says that "sorry I don't have the car tonight", and what is even worse is I see he read my message earlier during the day on Turo (it said mesaage read on the app) but just ignored me and did not let us know at all. I rented almost 2 days ahead of time and the host had plenty of time to let us know of any issues! Instead we had to waste gas to get to the address and back, only for him to say he did not have the car. Instead of cancelling the order on Turo or letting us know anything, the host simply did absolutely nothing as if everything was fine and I can not even leave a negative review for him. Horrible experience and now I lost money $180 just from the ticket for the comic as it is non refundable. I am seeking recompensation only for my lost money on the con ticket and am even willing lose money on gas and items I bought specifically for the con.

  Business Response

  Date: 10/14/2023

  Hello,
  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 and consideration.  This may take some additional time as we collaborate with our business partners for a decision.  
  We apologize for the delay and appreciate your patience.  
  Thank you,
  Turo
  
  

  Customer Answer

  Date: 10/15/2023

   
  Complaint: 20735052
  
  I am rejecting this response because:
  I have still not been reimbursed for the money I lost because of TURO.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/18/2023

  Hello,

  We are working with this Guest directly.

  Thank you

  Turo