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:07/26/2023

  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.

  Turo is the worst app, they locked my account from booking and did not even notify me of such incident, only realize a week prior to my intend trip when I try to book that the app has locked my account. Try to resolve with the support line as well as calling and everyone says a specialist team would reach out but no email received after 6 whole days. The cost to rent now goes up by $100 and Turo is even benefit from this as they charges a higher percentage fee for themselves by doing this. Not the worst app, but probably one of the worst and most offensive customer support experience i have on dealing with any account issues

  Business Response

  Date: 07/27/2023

  Hello
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  Regarding the customer's payment issue, we have reviewed details and the customer was provided an explanation of the payment issue on 7/25/2023. Additionally the customer was also informed about the status of their account via chat on 7/25/2023. 
  Any further questions, please contact Turo support for additional assistance. 
  Thank you,
  Turo
  
  

• Initial Complaint

  Date:07/26/2023

  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 am a host on Turo. I have done business with Turo since Sep 2022. Its been a month and Turo has yet to pay me out $1294.47 . How do they expect their host to continue according the car payment, the gas it cost to drop it off, the cost of picking the vehicle up from an airport, and the Uber cost to get yourself back home??????? I have begged for the last 9 days to please pay me, and customer service keeps saying let me transfer you. Or sorry that department doesnt have phones to speak with you?????????????? Im confused!!! How are they taking money from me and making sure their employees get paid BUT THE PERSON MAKING THEM MONEY DOESNT GET PAID?!!!!! THIS IS MY INCOME TO TAKE ***E OF MY FAMILY AND I CANT AFFORD TO EVEN PAY THE *** PAYMENT.

  Business Response

  Date: 07/26/2023

  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 any available information and documentation, however there is not enough information provided to identify a transaction. Customers may respond directly to this email or to *********************************************** with the reservation number or claim number.
  Thank you,
  Turo
  
  

• Initial Complaint

  Date:07/26/2023

  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.

  Turo deducted $72 more in fees than they were supposed to for reservation ID ********, please read the following carefully. The trip earnings should be as follows:Trip Price: $8,000 7+ Day 10% Discount: -$800 Trip Total: $7,200 ------------------------------------------------Turo Fees: -$720 Correct Earnings: $6,480 (calculated as $7,200 trip total - $720 Turo fees)------------------------------------------------Tolls: $13.95 Post-Trip EV Charging: $10 Correct Total Earnings: $6,503.95 Instead, they were calculated as so:Trip Price: $8,000 Boost Trip Pricing: $800 (Needs to be removed completely)7+ Day 10% Discount: -$880 (Should be $800, 10% of trip price without boost pricing)Incorrect Trip Total: $7,920 ($720 more than should be, which was reimbursed)------------------------------------------------Incorrect Turo Fees: -$792 ($72 more than it should have been and still owed)Earnings: $7,128 (Calculated as $7,920 trip total - $792 Turo fees)Remove Boost Pricing: -$720 (Where the -$764 + $45 for the boost pricing adjustments comes in)Incorrect Earnings: $6,408 ------------------------------------------------Tolls: $13.95 Post-Trip EV Charging: $10 Incorrect Total Earnings: $6,431.95

  Business Response

  Date: 07/26/2023

  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 all available information and found the customer has already spoken to a Supervisor, Rose regarding this boost pricing.  **** then followed up with an email.  Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  Any further questions, please contact Turo support for additional assistance. 
  Thank you,
  
  

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20377028
  
  I am rejecting this response because it is inaccurate and the reviewer did not read the complaint. 
  

  Turo deducted $72 more in fees than they were supposed to, please read the following carefully. 
  
  
  The trip earnings should be as follows:
  
  
  Trip Price: $8,000
  
  7+ Day 10% Discount: -$800
  Trip Total: $7,200
  ------------------------------------------------
  Turo Fees: -$720
  Correct Earnings: $6,480 (calculated as $7,200 trip total - $720 Turo fees)
  ------------------------------------------------
  Tolls: $13.95
  Post-Trip EV Charging: $10
  Correct Total Earnings: $6,503.95
  
  
  Instead, they were calculated as so:
  
  
  Trip Price: $8,000
  Boost Trip Pricing: $800 (Needs to be removed completely)
  7+ Day 10% Discount: -$880 (Should be $800, 10% of trip price without boost pricing)
  Incorrect Trip Total: $7,920 ($720 more than should be, which was reimbursed)
  ------------------------------------------------
  Incorrect Turo Fees: -$792 ($72 more than it should have been and still owed)
  Earnings: $7,128 (Calculated as $7,920 trip total - $792 Turo fees)
  Remove Boost Pricing: -$720 (This is where the -$764 + $45 for the boost pricing adjustments comes in)
  Incorrect Earnings: $6,408
  ------------------------------------------------
  Tolls: $13.95
  Post-Trip EV Charging: $10
  Incorrect Total Earnings: $6,431.95
  
  Sincerely,
  *****************************

  Business Response

  Date: 07/28/2023

  Hello,
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback. 
  
  Upon reviewing the customer's reservation details we can confirm the "Boost pricing" is accurate. Please see below for an excerpt taken directly from our customer facing policy regarding the "Boost Pricing" seen on the customer's invoice: 
  
  " Last-minute boost pricing
  To help you earn more, we opt all new listings into 5% last-minute boost pricing. This feature automatically boosts your prices for same-day bookings if youve set your Advance notice to less than 24 hours. You can increase, add, or remove last-minute boost pricing at any time." 
  
  If there are any questions or concerns regarding this matter please contact Turo Support for assistance. 
  
  Thank you, 
  Turo 
  

• Initial Complaint

  Date:07/25/2023

  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.

  Great platform if youre interested in making a little side money. But, be AWEARE!Turo makes it impossible to submit a claim, heaven forbid you call, you cant get a live person, when you do, sorry, we cant do anything send an email to xxxx WEEKS OF BACK AN FORTH! The renter got in a car accident, apparently she didnt know how it happen (sure she didnt ). She said she was going to pay, then never answered our messages after we sent the shops invoice + she smoked in the car, it smells like they smoked multiple cartons with the windows up (its been 1 month and it still smells, we tried everything) Turos response, heres a 20% coupon to buy a 150 product to help with the smell. Since there is no visible damage we cant do anything about it.We decided to go through Turo for the claim, since she never answered. At this point we are no longer are allowed to reach out to the renter. The total damaged was $4,100, turo paid $3,300. We still had to pay the 750 deductible, the renter never paid anything, she got off free like nothing ever happened. We had to cancel one renter an pause our ad because our car was in the shop. Instead of making money, we lost money!When you rent a car through Turo you have to be a verified driver. Guess what, last week (7/17/2023) we received a ticket for this renter, BUT she wasnt the one driving, it was a Male drive who ran a red light. A male driver that was not APPROVED Oh and the cherry on top. Normally, when you receive a request, you can see the renters reviews, which, in this case we couldnt see anything. after everything happened we saw her last review, it was a one star because she smoked in the car. We left a review as well and it wasnt on her profile until weeks later. After our car, she rented another one and did the exact same thing, she smoked in the car. She still active on Turo, she can rent a car with no penalties whatsoever.Shame on you turo shame on you

  Business Response

  Date: 07/26/2023

  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 any available information and documentation, however there is not enough information provided to identify a transaction. Customers may respond directly to this email or to *********************************************** with the reservation number or claim number.
  Thank you
  Turo

• Initial Complaint

  Date:07/25/2023

  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.

  On July 25th 2023, I went online 2 b99k a car 4 my upcoming trip... Looking at many different car and the prices I settled on an Audi that said it was going for $70 dollars a day... Started the process of booking it and the total amount had changed 2 $78 dollars a day... Reached out 2 the host asked about the change wondering which price was the right one... He stated that the minimum was 78 dollars I ask why was it advertising at 70 dollars a day... He started he didn't know... Call Turon and spoke with an customer service representative... She was not helpful at all... Offering no explanation... Hung up and decided 2 checkout other cars on this app... ALL the car was price one thing but when booking price went up... Called back ask 2 speak 2 a Supervisor I was put on hold after he said the pricing could come from other charges... NOT... Fees are clearly includes after the days R total out... Came back stating no supervisor was available... Someone would call me back N 24/48 hours... Turo is false advertising prices of car hoping people won't catch the difference N the amount... Pictures shows the advertising price... And than wut is really charge... Turo is false advertising and I need 2 know why would U do that???

  Business Response

  Date: 07/27/2023

  Hello
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  
  Regarding the customer's issue surrounding their trip pricing, upon reviewing the customer's account we found that on 7/25/2023 our pricing information was explained to them via phone. Turo's pricing structure will clearly show the amount charged prior to any transaction occurring. There are a number of factors that can influence the trip's cost such as lead time to the actual reservation start date, duration of booking and the type or make/model of the vehicle you intend to book. Upon inspecting the customer's account in greater detail we were not able to locate any reservations falling under the Audi referenced in this posting. We encourage the customer to contact ********************** support with any additional questions or concerns that they may have as we are happy to clarify any pricing issues and ensure transparency on our pricing moving forward. 
  
  Kind Regards, 
  Turo

• Initial Complaint

  Date:07/25/2023

  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.

  Rented a car from a host named ***** in *********. We paid for 7 full days. The host was forcing us to return the car 7.5 hours earlier, which we could not. We had the right to keep the car till the end of the 7th day (end of the 24 hour period). We requested to return the car early, the host declined. We requested to keep the car longer, the host declined. The turo representative asked to request to keep the car longer again on the app, the host declined. Turo is 100% supporting the host!!! This website/service for renting cars does not favor both the customer and the host. It is solely for the host. SO PLEASE DO NOT RENT FROM TURO EVER AGAIN!!!!! Their policies favor only the host. Customers are treated like S*** I am writing a complaint today because I want a refund for the days I did not use!!!! Turo representative clearly told me that if the host is being difficult to work with, and the customer is not having a good experience, if the host is constantly rude, Turo can overrule the host and provide the refund for the unused days. Every turo representative says a new story. They do not stick to the same story. It is RIDICULOUS AND I WILL NEVER RENT FROM TURO AGAIN IF I DONT GET MY REFUND!!!!

  Business Response

  Date: 07/26/2023

  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 rental is an agreement between the Host and Guest.  Requests can be made to lengthen or shorten trip but this up to the parties involved.  

  If you want to return early Turo will return the last day as a credit to your account to use on your next rental.

  Thank you,

  Turo

  
  

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20373165
  
  I am rejecting this response because THIS WAS NEVER EVER TOLD TO US THAT IF WE WOULD RETURN EARLY, WE WOULD RECEIVE A CREDIT!!! I HAVE BEEN TRYING TO RETURN THE *** SINCE MONDAY 7/24, and I WAS TOLD THAT IF I RETURN EARLY I WILL NOT GET A REFUND!!!

  Turo is making false statements!! None of this information was provided to me!! They said everything depends on the host!!! If I wanted to return early, the host declined my request, if I wanted to return early, the host declined my refund, I wanted to then return a few hours late, the host declined AGAIN!!!! TURO SAID THEY CANNOT DO ANYTHING TO HELP ME AS THEIR CUSTOMER, because THE HOST HAS ALL THE POWERS!!!! 
  

  I WANT A REFUND FOR ALL THIS HARASSMENT FROM TURO!!!! 

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

  Business Response

  Date: 07/28/2023

  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: 08/01/2023

   
  Complaint: 20373165
  
  I am rejecting this response because: I need a refund for ALL THE HARASSMENT TURO has put me through for my car rental in *********! The host was very very difficult to work with. Turo knew about this for 3 days!!! They said they could not do anything, the host has the final say! The host troubled us a lot!!! And Turo, said sorry we cant help you!!! 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/25/2023

  Type:Sales and Advertising 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.

  This morning (07/25/23), I followed my usual process of researching Turo bookings on my laptop. I found a vehicle that was nearby and perfectly priced and favorited the vehicle as is my standard practice. I typically pay for Turo with Apple Cash, which is unavailable on my laptop so I always favorite the vehicle then switch to my Turn app. I switched over to the app and was shocked to find that the $226.80 booking was now reflecting as $239.37. I thought it was odd that the price had increased within a minute, so I went back to my laptop and opened up the same booking times and vehicle. My laptop continued to display a price different from that shown on my Turo app. Specifically, the Trip fee and Sales Tax were the two amounts that reflected as more on the Turo app. I reached out to support immediately, providing screenshots of both my laptop and the app. I was provided with no assistance and advised that I should just use another payment method on my laptop. As someone who does not drive, it's concerning to learn that I may be being overcharged simply by using my phone. The lack of care by the representative did not assuage my concerns. Due to timing, I had to make a booking, but I will be looking into other platforms moving forward.

  Business Response

  Date: 08/09/2023

  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 collaborate with our business partners for a decision.  A representative from Turo will reach out to you directly to review since the trip fee will vary dynamically, more likely than not it is the trip fee that is causing the price difference that the guest is seeing.
  We apologize for the delay and appreciate your patience.
  Thank you,

  Turo

• Initial Complaint

  Date:07/24/2023

  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.

  complaint: TURO Story(no exageration)- I'm approved to rent so I did Saturday night for 9am Sunday morning and upon of arrival of pickup location the host texts me telling me car is 24 miles from listed pickup spot printed on itinerary of trip. next contact turo who says they can't do that and propper steps will be taken bit the facts now are I'm stranded with all my funds going to this confirmed reservation that host has now canceled leaving me absolutely helpless at wrong pickup location in 114 degree completely stranded. Next is where craziness insues.... I of course call turo for help so they try to rent me a very nice car that they'd cover extra cost so the agent walks me through renting replacement then all the sudden since the last car was canceled BY TURO I now all the subbed am NOT approved to drive so replacement car would not be coming. Long story short I'm at the 30 hour ***** still stranded, no much needed refund in my bank acct to leave, countless attempts to turo that lie and tell me it has been escalated but no supervisors of any kind that reached out as requested and I'd get a email back with resolution and 30 hours later only emails I get are saying they stick to decision that my accounts been closed and $101 credit in it is useless.IM TURNING TO YOU BBB CUZ YOUR MY LAST HOPE..... they are avoid8ng help or answering anything by transferring me to another agent who does the same. I'm literally stranded at no fault of my own with a couple water bottles and now all my funds are with turo. They offered a 24 uber voucher that wouldn't even cover trip to where I needed to go with rental car so even an uber was no use and they would not cover the xtra $6 uberride cost so I'm still stuck I'm same location!! Stressful Xs a billion. I woke up to what's been a life changing issue due to lies by turo and fraud by the host who ditched me. I'm begging u to flex your power and get something done foe me...I mean anything. Thank you!!

  Business Response

  Date: 08/09/2023

  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.  Attached is a voided charge and no other invoices have been posted to your account therefore you were not charged anything from Turo for this reservation #********.
  We apologize for the delay and appreciate your patience.  
  Thank you
  
  

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20369461
  
  I am rejecting this response because:
  Since this complaint the very unprofessional and I'm turning to the BBB for help.   Since this happened I was charged $279 to my bank acct from ********************** ***** Obviously furious I turn to turo help and after 5 days probably 25 hours invested into this I get 5 of the same emails from being escalated to a department who is in charge of this matter and all I recieved was a lie from an agent say I'd get a call from supervisor within 15 minutes but u already know turo will not respond with a call because they don't want to answer questions directly that's how they wear people out until they give up trying as with me they sent 5 emails all copy/paste
  Lazy responses stating I'm no longer approved to drive which has nothing to do with why a $279 charge from turo hit my bank acct! I no oonger have a turo acct, I haven't actually had a full trip in over 2 months.    So after turo refused to answer anything about charge I come to realize that about 10 weeks ago I helped a friend extend a trip with turo they had, I made A ONE TIME PAYMENT FOR 1 EXTENDED day then friend switched back to her original card on file and has used her card for payment ever since. What turo did is mindblowing.... my friend was charged a $279 smoking fee which is absolutely false due to SHE DOES NOT SMOKE.  but she's contacting BBB on that fraudulent charge to her bur the reason im involved is turo has the ability to use the guests past payments that differ from card on file and I understand that SHE can have HER past forms of payment to collect debt which I absolutely understand that part but still the charge was falsely accused and she has documented proof that the host was trying to shake her down for cash on the side but again that's her fight with this gross company.  My problem is they used my bank acct under my name which has no relation with the person I made the one time payment for.   So my acct had money so they literally used that card payment I did months ago and did an UNAUTHORIZED $279 payment to my bank account which has processed and I'm out $279.    They can't do that. They state they can use MEMBERS past payments and charge MEMBERS acct but they charged a card with a name not of account holder.    Theft by definition.   So after leaving me in 115 degree heat where I suffered heat exhaustion and if it wasn't for 2 good Samaritans taking me to my destination and cooling me off in car and bought me a gallon of water which I am beyond grateful but turo knowingly left me stranded in dangerous conditions no doubt but weeks later they are stealing money from my bank acct to pay a random customers debt which involves me in no way.       So I think the fight continues with the dirtiest company I've dealt with.  Any other half descent company that was informed they incorrectly billed a person for absolutely no reason would respond in 4 minutes but took turo for days and the response didn't mention the $279 in any way and of course they are continuing to ignore me and in no way over the past 5 days even acknowledged the unauthorized charge.     So no I don't except offer of there voided slip or watever nonsense they responded with.    To the BBB do I contact authorities? Is it criminal to just take my money to pay one of there guests debt owed???

  
  *************************

  Business Response

  Date: 08/09/2023

  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 all available information with our claims team this guest has already been advised and provided information regarding their reservation being canceled and their refund being issued. The guest has continued to push back regardless of the decision Executive Support made to not remove the holds on his account or issue the travel credit as a reimbursement. Travel Credit is non-transferable.

  Thank you,

  Turo

  
  

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20369461
  
  I am rejecting this response because:
  They just responded the exact same answer as last. They state they stand behind decision to reactivate my acct????  Not at any time did I ask for that.  I would never be a part of that company EVER.   I simply want to see what is done about the trip they left me for dead, why they deactivated my account seconds before paying for a replacement rental, why host that said car was driving bad and doesn't look like car in picture after begging me to cancel trip, why was that car back ready to rent that night and host saw no reprocutions for s******* me and  putting my health in serious danger leaving me stranded.     Turos response of "we won't reactivation acct and customer was refunded" has nothing to do with first or second complaint.    They don't even mention the $279 they took from my bank card to pay a debt previously placed on an customers acct I have no legal connection to. they used my card from a payment I did 3 months ago for a one time purchase for a one day extension.   I saw no warning stating that all future debts owed by their customer us now 100% my responsibility for as long as that customer has an account all because I did a one time payment for a friend and then after took my payment info off that account but ********************** the dirty company it is kept it!     Also to add to the disgusting business practices of turo they said I need to report that customer for using my card for an unauthorized charge!! ARE YOU SERIOUS?!?!?  my friend DID NOT ever access my card.  The frauds at turo are solely responsible for stealing from me by accessing that payment I made for my friend 3 months ago and used it as payment on the debt even though my bank info is under my name and not their guest.   Please BBB help me find justice on these scumbags that absolutely deserve 1.1 out of 5 stars that your gave them for a score.     Dirtiest company I've ever dealt with hand down.   How they are able to pull this c*** in America and still run a successful company off fraud, unauthorized transactions, money grabs, and negligence when they left me in inhumane conditions at no fault of my own then blamed me for making the reservation that day and that actually happened!! 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/24/2023

  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 Turo ,which was *********************************** car. while having the renter the car ended up in a ditch. the only thing that was wrong with the car was the front bumper was off just a little bit. from there I was having problems with ******************** she contact me other social site telling me that i will have to pay her car note while her car was in the shop and so on. she started sending different charges into turo , i contact turo and let them knew what was going on they did not have any concerns at all. *************************** was sending in other pictures saying her car was more damage then what was done to it, turo was just siding with her the whole time, and was telling me that i had to have more proof that the damage didn't happen doing my trip . the damages came back to being $3000 for her bumper. I asked turo how did they get that and did they appraised her car I was told that they did and I asked to speak to the appraised team they told me they didn't have an number and that the boss would call me back on the whole matter I never received a phone call back, an I find out they don't have actually people that appraised cars they just go by pictures that are sent in by the guest and host.. they then sent the amount to collections with out informing me or getting back to me on the matter. ******************** is still adding on to the invoice collections sent me a new invoice saying her car is $12000 something. i talk to the people that has her car they said the insurance people sent 3000$ dollars for her bumper, so why is she able and still sending me stuff she had 4 previous accident in the past . i don't like when people try to get over and that's exactly what she think she's doing with me and turo this whole time she's trying to get me to pay for something that I had nothing to do with. Turo just went alone with everything she said and sent in, they didn't do any research, they didn't reinsure me nor make me feel safe as a customers.

  Business Response

  Date: 07/26/2023

  Hello
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback. 

  The case has been reviewed by our ***************** and it appears the Guest drove the vehicle into a ditch. The initial estimate was for $2636.67, but once the vehicle got into the shop, additional damages were discovered that support with the damage due to driving into a ditch by the Guest.

  Thank you,

  Turo

   

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20369105
  
  I am rejecting this response because:
  Turo did not appraise the vehicle so how could you know if the damages were done on my trip !! Turo did nothing but look at pictures from a computer screen , they have no real revolution to resolve any issues . they should be shut down immediately and stay shut down . How can turo be a car renter company when they dont insure the safety of their customers driving or when something serious like this case happens. They have no authority and no ability to help get this resolved . They shouldnt be dealing with anything as serious as vehicles. 0 stars do not recommend . 

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

  Business Response

  Date: 07/28/2023

  Hello
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback. 
  The case has been reviewed by our ***************** and it appears the Guest drove the vehicle into a ditch. The initial estimate was for $2636.67, but once the vehicle got into the shop, additional damages were discovered that support with the damage due to driving into a ditch by the Guest. We have reviewed this decision once more and can confirm this decision. 
  Thank you,
  Turo

• Initial Complaint

  Date:07/24/2023

  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.

  My vehicle was rented out the end of April and was returned late with damage. I have waiting to speak to a supervisor 6 times and no one had called me. I have been met with one extremely rude representative (and I have asked for the call to be pulled) and still no response. During this time, which was about a month, the unlisted my vehicle for no reason and claimed it was because my vehicle was still missing.....no it wasnt. I talked to them the SAME day and told them it was back. I took my vehicle in to get an estimate and Turo would not Respond and my truck sat there for 5 weeks. When ******* called, he lied and claimed I was using old pictures, and when I proved him wrong, he didn't even apologize. I lost alot of business and they need to be responsible for the repairs and loss of business. All documents and pictures are available per request.

  Business Response

  Date: 08/04/2023

  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 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.
  Thank you,
  Turo

  Customer Answer

  Date: 08/06/2023

   
  Complaint: 20367598
  
  I am rejecting this response because:

  Hello,  

  I'm not sure what information Turo is claiming they don't have.....I have asked to speak to a supervisor over 6 times and have yet to get that call. Also, Turo (or their renter) is responsible for the damage to my vehicle during the trip, where my truck was impounded by border control. I've lost 3 months of income behind this incident and thats not okay. I need my vehicle repaired and compensation for the 3 months of lost income. 

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

  Business Response

  Date: 08/07/2023

  Hello
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.  
  The claim was reviewed and the Host was informed of our decision on 6/23/23 by the handling associate via phone.The vehicle is listed as active on the platform currently. Between December and August, this vehicle has had 4 trips total.
  Thank you,
  Turo

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20367598
  
  I am rejecting this response because: I honestly do not feel that Turo is either A) listening to the problem at hand, or B) choosing to ignore the problem. My vehicle sat at the dealership, waiting on the money to be repaired for 5 weeks. Your associate attempted to LIE and claim I used old pictures, and when I proved him wrong, he didn't even have the decency to apologize.  Where is the funds to repair my vehicle? Why did a guest have to cancel a trip (lost revenue) because Turo did not send the money to fix my vehicle? Why was my vehicle blocked from being listed for 3+ weeks because they "thought it was still missing" even though I emailed Turo the day I got it back? Why have I been waiting since May for a supervisor to contact me and still havent gotten that call?  Why is Turo choosing to not be honest?  The money to fix my vehicle needs to be sent. The reimbursement for blocking my vehicle needs to be sent.  The inconvenience of my vehicle sittng at the dealership for 5 weeks, needs to be addressed. The fact no one has called me needs to be addressed. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/15/2023

  Hello,

  We have reviewed the available details and found the as the Host, you will not qualify for Loss of Hosting Income, because they are on the 75 Plan. For additional context, there is only provided 3 pre-trip photos, all specifically the interior seats. The post trip photos were obtained when the vehicle was returned to the Host, but they are all screenshots showing time stamps, and do not have metadata. The associate informed the Host a diagnostic would be required, and that pre/post trips were needed. The only diagnostic work the Host turned in was the replacement of a fuel filler neck (the plastic funnel behind the fuel door we stick the gas pump in to), and no other specific reason why that item was replaced. Due to the lack of photo support and a diagnostic, we were unable to proceed with the claim. Ive confirmed the Host was informed of both requests via email and over the phone.

  Thank you,

  Turo

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20367598
  
  I am rejecting this response because:

  I'm actually really disturbed at the lies that Turo is telling.  I told them weeks prior that the vehicle was going in to the shop and they never mentioned the other stuff. I sent the pictures that THEIR representative told me to send. At this point,  pull the calls and we can listen together, because at this point, they are showing horrible business practices with not even being honest.  The screenshots were sent because ******* tried to lie and say I used old pictures, so the screenshots were the SECOND set with the date and time because they were lying. This is not okay. I have lost income for over 8weeks. 

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