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:05/31/2025

  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.

  I rented a vehicle on May 23rd on the Turo app. It was a Van since I took my kids and my nephews to ********* so I wanted more space for comfort. It offered 800 miles and anything above that would be 24 cents. However, Nothing went as planned. I had mechanical issues on my way to *********. I contacted the host on the 24th. I let him know everything that the van had. It had many issues. He assured me everything was fine but I had a mechanic take a look at it and he was stunned on the condition of the van. Even questioned why is this being rented out for use. Moving forward, I contacted Turo to find a solution for me to come back home. They told me to get a rental via third party. I had to submit my receipt for refund but yet Im still waiting for a response. What Im trying to say is that this is unsafe. I was the only adult with 4 children in the van that wouldnt even run. I was scared for my children and our safety the whole time. Turo needs to do better on what vehicles are posted. I hope you guys can fix this better than I can. Ive had sleepless and stressful days/nighs. I spent more than what I could afford just trying to save. And that has to be the purpose of the Turo app but it failed in many ways.

  Business Response

  Date: 06/06/2025

  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. 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
  20250531-J1NMGS

• Initial Complaint

  Date:05/31/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My boyfriend rented a car through turo. In the middle of the night around 3am, I heard a loud noise. The same day around 5am, my boyfriend had to go to work. He tried to drive the car but the car wouldnt move. As he got out of the car he inspected it and noticed 3 TIRES MISSING. Not 4, 3. It was a strange occurrence. The funny thing is when my boyfriend reported it to the host, they came and brought tires for the car, stating that this has happened before. Turo wants to charge 3 thousand dollars. Absolutely not. This business is a scam! And these hosts think they are slick! I have read many Reddit posts about this scam a** company! Please do something. I have two toddlers and we cant afford to do this. Ps. Owner stated he was in ***** but as soon as this happened he was able to come back and put tires in the vehicle. The timing doesnt make sense.

  Business Response

  Date: 06/06/2025

  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.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250531-GSZ6G3

• Initial Complaint

  Date:05/30/2025

  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.

  I had made reservation on Turo for car rental. First of all the app doesn't let you select different drop off location but i decided to move forward with the reservation as I had option to cancel it before my trip start date if it doesn't let me change drop off location. After making reservation, i was able to connect with the host and he confirmed that he can accept different drop off location but advise me to confirm with Turo. I called customer service and gave her all the information about my drop off location. She said I can make the changes once I start my trip and also showed me how to make the changes on the app. While I was following her instruction, I told her that app is showing that there's charge of $ 3.50 and she confirmed that there will be no charges once i make the changes after the trip starts. She also confirmed that she had created case# and left note there confirming that there will be no charge. Once I started my trip and tried to make changes to drop off location, I was charged $ ***** to make this change. I was forced to accept these charges as I didn't want any issue dropping off the car. I called Turo customer service about these additional charges but they refused to reimburse as they say it for airport charges. I was very clear about my drop off location with the agent when she confirmed that there will be no additional charges. I feel scammed by this company as they misguided me about their trip change fees even though I was assured there will be no additional charges.

  Business Response

  Date: 06/06/2025

  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 was notified of **********************'s decision regarding their reimbursement on May 28, 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
  20250530-30KP69

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23397848
  
  I am rejecting this response because:- I dont agree with Turo that they have the right to charge me for Trip Changes when their representative guaranteed me there will be no charges and was advised that she had noted down this in her notes and assigned case # 

  Turo: K#********-BJXCJY

  I had requested them to share copy of call records but they refused. They mislead customer and force them to pay higher prices. Thats not acceptable. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/11/2025

  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 documentation to fully understand the circumstances. The customer was notified of **********************'s decision regarding the additional airport fee for modifying their trip on May 28, 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
  20250606-KW0D21

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally report an issue I experienced with Turo, which resulted in what I believe to be unethical and unfair treatment.After I returned the rental vehicle, the host messaged me stating that if I didnt send her $250 within 10 minutes, she would submit a damage claim through Turo and I would be forced to pay double the amount. This was not only intimidating but denied me any chance to review or verify the damage.While I accept responsibility for any damage I may have caused, the issue is that I was denied the right to fair process. Turo did nothing to address this coercion and instead allowed the claim to be processed in full, supporting the host's actions and penalizing me for not complying with her off-platform demand.I believe this reflects a dangerous loophole in Turos dispute process, and I am requesting that BBB investigate and hold the platform accountable for failing to enforce ethical conduct and protect consumers. I will gladly provide additional information if needed.

  Business Response

  Date: 06/05/2025

  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 initially reviewed details and the customer was contacted by the host for a resolve directly claim on May 19, 2025 and advised of the decision including next steps.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250530-PQHHZ9

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm filing this complaint against Turo for misleading communication and unfair charges related to a recent rental car. I booked a car to attend a funeral in *******, ************, traveling from ********, *******. Before booking, I contacted the host through Turo and clearly stated I'd be driving to ************ and back. I asked if there would be any extra charges or restrictions and was told no, that the trip was approved. Based on that, I paid $309.65 for 3 days, including insurance and prepaid fuel. After I returned the car, I was charged an additional $223.65 for going over the 600 mile limit. However, no one explained this milage cap to me. I misunderstood the 600 miles listed on the app as referring to the car's odometer reading, not a usage limit. I was also told verbally that my long distance trip was okay and wouldn't cost extra. If someone had explained the cap or the $0.16/ mile overage fee, I would have made other arrangements. I contacted Turo support and was told nothing could be done, despite the fact, that I clearly communicated my travel plans and was misinformed. I acted fun good faith, trust the platform, and now I'm being unfairly penalized due to poor communication. I am currently struggling financially and fear this charge may go to collections and hurt my credit. I'm asking that this charge be waived or refunded due to Turo's failure to clearly explain mileage limits and their approval of a trip they knew would exceed them.

  Business Response

  Date: 06/05/2025

  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 was notified of **********************'s decision regarding their requested refund on May 28, 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
  20250529-IZF37A

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im a five star rated customer of ********************** for several years. I rented a car from April *****. I followed all the policies instructed as Ive always had. Upon returning the vehicle, I was charged a smoking fee when I never smoked in the car. The car owner found small traces of unsmoked marijuana on the floor. Its not illegal to have marijuana in ********** so thats not a violation.The driver proceeded to take pictures and then have me billed $154.50$150 for smoking and $4.50 for an admin fee.I immediately called and appealed it. I was informed while on appeal that they would stop trying to collect payment until its resolved.After first appealing on the phone then I did written appeal in response to the email of the reason for the billing.I sent the appeal in written form on May 2nd. I even called them a week afterwards to have it expedited and I still have zero calls or emails from them. However they went ahead and withdrew money from me anyway to cover the payment.When I called to find out why it was done I was told I needed to provide photo evidence of not smoking in the car which is physically impossible much like determining I did smoke by photo. And more importantly no one informed me of this and this is after they took the money.They took the money May 21st still with no correspondence from the May 2nd appeal and it took for me to call them to tell me this after they had already taken my money. I need to have this resolved as Im being penalized for something I did not do and further for something that was on appeal

  Business Response

  Date: 06/05/2025

  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 documentation to fully understand the circumstances. The customer was notified of **********************'s decision regarding the smoking claim on May 2, 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
  20250529-QSV2Y2

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23393152
  
  I am rejecting this response because:

  As Ive clearly stated, I did not once smoke in the car. Its not a violation to have it in the car. Again, marijuana is legal in the state of ********** and theres nothing that states we cant have it in the car.

  I was charged for something that fell out my pocket and I was unaware. Most likely happened as I was getting out the car to drop it off. There was no ash or smell whatsoever in there because I did not smoke. I work in an area with a lot of gravel and unpaved roads so the specs on the ground are not ash. You can clearly see that when you zoom in. 

  Your company has allowed the host to essentially steal from me. The host knew very well I did not smoke in the car. They found the remnants of unsmoked marijuana and decided to be greedy and your company allowed it.

  This is very unjust. My driver reviews with your company are all 5 star and it spans for years. It makes zero sense for me to jeopardize my standing by smoking in the car as a 49 year old man.
  

  If you continue to rule against me I will simply stop doing business with you. I havent rented anything from you since this incident although Im still in need of a rental. Ive just been using the rental companies because at least they can tell the difference between smoking in the car and simply having legal marijuana in the car.

  I cant believe your company is allowing a picture (sight) to dictate something your nose detects (smell). This protocol needs to change if you allow the host to simply make up a lie

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

  Business Response

  Date: 06/11/2025

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's smoking violation issue, we have reviewed this issue against our policy again, and will remain with our decision.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250606-QFIQM2

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up my Turo account, but never used it initially. About two weeks ago, I decided to complete my setup and rent a car. I loaded my gift card that I had gotten from my finance'. I proceeded to rent a car and was that I could not so I proceeded to call customer service but it always sent me to a chat on person and from then they email me a link to chat with customer I ask to talk to a live person but I was told on several tries that I could not. All they would tell me was that I had a restriction on my account and now they have closed my account, but could not release my gift card or refund it. I dont feel this is right because Turo closed the account before I deleted the gift card. I don't think it fair for them to keep my $200 gift card. All I was told was it was not refundable nor could they transfer it to my finance account. How is it possible to close my account and that is simply fine but to keep my the gift card when TURO closed the account . I was never told what the restriction was I have no clue why they closed my account. I pulled my driving record and nothing is on it so I would just like my gift card back PLEASE HELP

  Business Response

  Date: 06/05/2025

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's account issue, we have reviewed details and the customer was provided an explanation of their account status on May 23, 2025.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250529-ZYWDM2

• Initial Complaint

  Date:05/29/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my frustration and disappointment regarding the recent and unexplained blockage of my account by **** car Rental Platform. As a respectful user who has abided by all terms and conditions, I find this action both unwarranted and deeply inconvenient. On 12/17/24 , I attempted to log into my account only to discover that I had been blocked for no reason after years of having a good standing verified account. There had been no prior warning, no explanation, and no communication from the platform regarding any issues with my account. I was completely blindsided by this ********* the best of my knowledge, I have not violated any community guidelines or terms of service. I have consistently followed all rules, maintained respectful communication with Car fleet owners. The absence of any stated reason or opportunity to resolve the issue makes this blockage feel arbitrary and unfair and I also missed my business opportunity meeting I were supposed to attended because of Turo blocking my account while my reservation was pre booked days ago. This lack of transparency raises serious concerns about the platforms accountability and its treatment of users. Users deserve to be informed of any issues related to their accounts and given a chance to address or rectify them. Blocking someone without warning or explanation suggests a failure in customer service and a disregard for user experience. Moreover, the timing of the blockage has caused significant inconvenience. I had active rental inquiries and pending bookings which were suddenly put on hold or canceled, affecting not only my business plans but also my financial arrangements. I am formally requesting that my account be reinstated immediately, or at the very least, I hope this matter is taken seriously and resolved promptly. I trusted this platform to be a fair and transparent service provider, and I urge its administrators to uphold those values.

  Business Response

  Date: 06/05/2025

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's account issue, we have reviewed details and the customer was provided an explanation of their account status on May 30, 2025.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250529-V5VKC6

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currently waiting on the return of a security deposit and 150 refund from a cancelled trip. They said they have issued payment however I have not received it and when I ask them to send me documentation of the payment for my financial institution, they never do. This has been well over 10 requests. The app also states the payment will be initiated on tomorrows date. The date always changes to tomorrows date so if its the 30th, it says it will go out on 31st. And so on. It has been well over a month and they will not help me.

  Business Response

  Date: 06/05/2025

  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.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250529-ITHCWQ

• Initial Complaint

  Date:05/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TURO Cancellation policy is a bit confusing. Its like a trap. The host did not even remind me of the NO REDUND cancellation and TURO **************** couldnt even assist in reactivating an accidental cancellation. TURO customer service literally just told me NO HELP for this type of issues ****** learned, DO NOT USE TURO for car rental needs.

  Business Response

  Date: 06/05/2025

  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 was notified of **********************'s decision regarding their full refund on May 28, 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
  20250529-DQETIW