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:08/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car through Turo and purchased their damage protection plan which informed me the most I would pay for a damage claim out of pocket was $500.00. Someone hit the car I was renting and I reported the damage and was going to be ok with paying the $500 I didn't have the money and would have had to set up a payment plan. Instead of going through the collection process like a legitimate business Turo charged a card that was removed months prior to this transaction because the card that was on file did not have the funds. They stored my payment information and charged it without my consent. To add insult to injury because my rent check bounced from them going into an account that was not supposed to be on file after I received an email that said I can set something up with collections. They are now sending me an invoice stating there is an additional charge due to an update on the damage claim when I signed a document at the beginning of getting the rental and damage protection that said the most my liability would be out of pocket is $500.00 they are trying to charge it appears to be an additional $2,*** or whatever the case which would be inaccurate. I feel like they are being fraudulent and crooked in their business practices and I would like for them to stick to the $500.00 deductible and leave me and my cards alone. If this was any other car company the deductible would have been paid and that would have been the end of it, but they are sending me additional info for something I tried to protect myself against up front it is clearly taking advantage of the consumer and not taking accountability for their own business cost in the car business there are risk and I thought I was protecting myself against it. Please help this is very predatory to say the least.

  Business Response

  Date: 09/03/2024

  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
  20240827-V29J31

• Initial Complaint

  Date:08/26/2024

  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.

  Incident Date: 06/25/2024 Reservation Number: ******** Turo Account Email: *********************** I rented a car through Turo and returned it without any accidents or significant incidents. During the rental, I had a bicycle attached to the back of the car, and the pedal was touching the bumper, which resulted in minor discoloration. There was no structural damage or malfunction of any car component. However, after returning the car, the host submitted a claim and Turo initially estimated the minor discoloration at $60. This estimate suddenly escalated to nearly $2,300 in a supplemental invoice. The host is claiming damages that were non-existent or unrelated to my rental, including the removal and reinstallation of a camera that was functioning perfectly when I returned the vehicle. I believe the host is inflating the claim to exploit the situation for financial gain.Issues with Turos Handling of the Claim:Lack of Evidence: Turo and the host have not provided concrete evidence that these extensive damages occurred during my rental period. The damages claimed are inconsistent with the minor incident involving the bike pedal.Suspicious Repair Shop: The repair shop handling the claim has a poor reputation, with a 1-star rating on ****** Maps, raising concerns about the legitimacy and quality of the repair estimate.Requested Resolution:I request that Turo:Provide a detailed and transparent breakdown of the damages claimed by the host, along with proof that these damages occurred during my rental.Reevaluate their decision based on the evidence or lack thereof.This incident has caused me significant distress and inconvenience. I have lost trust in Turos fairness and transparency in handling customer disputes. I will not use their services in the future and will continue to share my negative experience with others.Thank you for your attention to this matter. I hope the BBB can assist in ensuring that Turo operates with integrity and fairness.

  Business Response

  Date: 09/02/2024

  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
  20240826-37HDV4

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 22196854
  
  I am rejecting this response because i haven't received a call from Turo. I also think it would be more appropriate for Turo to answer me here instead of calling me.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 09/12/2024

  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
  20240826-37HDV4

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22196854
  
  I am rejecting this response because: Turo representative never contacted me as indicated in the business's response
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 09/19/2024

  **************text="true" style="box-sizing: inherit;">
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed the details in the inquiry and have escalated it for further review. A Turo representative from the appropriate department will be reaching out to you directly regarding this matter via phone, text or email.
  
  We apologize for the delay and appreciate your patience.
  
  Thank you,
  Turo
  20240909-ZLWX2C

• Initial Complaint

  Date:08/26/2024

  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.

  Ive been using Turo for many years in many states. Ive had mostly positive experiences but once a car stopped working then this last one. The owner of the vehicle spoke no English I couldnt get him to understated how to come into my community. The trucks brakes were really bad and the vehicle was removed by a repair man that the owner sent and picked up the vehicle. I started to receive emails saying that the car wasnt returned. I replied with videos of my ring camera of the repair man picking up the car and saying that all four brakes were terribly worn. The owner tried to charge me for dates after the car was picked up. I explained to TURO and showed them the ring camera video. They have now suspended my account and Im unable to use their services. I travel frequently and have used her for many years. I want my account reinstated.

  Business Response

  Date: 09/02/2024

  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 this issue against our policy again, and will remain with our decision.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240826-1H5LXB

• Initial Complaint

  Date:08/24/2024

  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 Aug. 3-8 we rented a car through Turo. I paid for the rental and the standard protection that includes a $500 out of pocket maximum. During our rental, our tire got flat in the middle of the highway . I called Turo ASAP to ask for roadside assistance and to report what happened, but the roadside didnt come until 4 hrs later. When the towing company arrived, the *** said that the tire was completely worn out and we have to replace the tire, otherwise, we wouldnt be able to go home. Mind you, we were 5 hrs away from home. By the time the roadside came, all of the tire repair shop was closed, so we had to book a hotel which was annoying because that was not part of our budget. Upon arriving at *************, the mechanic said that the tire was worn out thats why it got flat. I have sent all receipts and all evidences to Turo but because the host wasnt responding, they closed the claim I submitted because apparently, the proofs I sent were not enough. I even sent them a screenshot of me asking the host why the car was shaky and vibrating when driving in the highway, but the host said it was an old car so it wouldnt be perfect. I paid ****** for the tire replacement and they wouldnt reimburse it just because the host is not responding! This is the worst company I have ever dealt with.

  Business Response

  Date: 09/02/2024

  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
  20240825-9OXDE2
  

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22192078
  
  Here is the claim number: 640751
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/09/2024

  **************text="true" style="box-sizing: inherit;">
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed the details in the inquiry and have escalated it for further review. A Turo representative from the appropriate department will be reaching out to you directly regarding this matter via phone, text or email.
  
  We apologize for the delay and appreciate your patience.
  
  Thank you,
  Turo
  20240903-WO4F4R

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22192078
  
  I am rejecting this response because I havent heard back from Turo. No email or phone calls. But I would prefer to be reached through email because I am working and cant answer calls anytime. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our complaint against Turo regarding unauthorized charges that were applied to my account after renting a vehicle through their platform.On June 24th, 2024, I rented a vehicle through Turo for a two-day period, from June 24th to June 26th, for which I agreed to pay $482.13. Upon the completion of the rental, I was charged an additional $569.87. These additional charges include:Overcharges for Mileage: I have been charged for excess mileage that I did not use.Additional Days and Trip Fees: I have been billed for days and trips that I did not take.I have contacted Turo in an effort to resolve this issue, but unfortunately, they have not provided any assistance or resolution.Given the above, I request that Turo drop charges of $569.87 and correct their billing records to reflect the accurate usage and agreement.

  Business Response

  Date: 08/29/2024

  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 charges on July 6, 2024. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240823-HMAN1X

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22183232
  
  I am rejecting this response for the following reasons: I checked the *** mileage and found discrepancies between the miles recorded on my *** and the extra charges applied to my account. I had contacted you regarding the malfunctioning windshield wipers, which required us to make an unscheduled stop.There were numerous extra charges that were not noted when we initially agreed to rent the vehicle.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/22/2024

  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.

  01/20/2023 I signed up for a Turo account in order to be able to rent cars. I was approved to drive. After approval I tried using my debit card, actually several different ones. Some were prepaid however I get direct deposit into the accounts and believe them to be recognized banks. The system wouldnt accept them so I went on to purchase a ****** gift card from the website directly assuming that would solve the issue and was more than enough to pay for the trip I had booked. I believe my total was around ****** but am unsure exactly but I know for sure was under ******.I was still having issues and so I went on to contact support. They informed me of my inability to not only use my personal cards but told me I couldnt use the gift card either. I asked for a refund various times throughout the past year and a half. I eventually learned they changed my approval to a denial and restricted my account. They told me to give the gift card away or sell it at one point. Then over the last few months I continually was told my complaint was being escalated and got emails that stated nothing about the refund. Only telling me that the restriction on my account stands. I finally got an actual response last week (08/15/2024) telling me they wont refund me. I have searched long and far for a place that will give me even the slightest amount for the unused gift card and its not a company recognized on any website Ive found. I dont know anyone whom uses the service. And I also tried disputing with my bank about the charge. All attempts have been a failure and Im stuck with a card I cant use because the company led me to believe one thing and changed up after my purchase. I truly dont think Im the first with this issue. But hoping to be the last!

  Business Response

  Date: 08/29/2024

  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 refund on August 16, 2024. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240822-CY78CW

• Initial Complaint

  Date:08/22/2024

  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.

  The owner of the vehicle I rented on July 13th 2024-July 14th 2024 has stated false damages I supposedly made on the vehicle. I attempted to resolve the issue with the claims department and they denied my dispute so I paid about $130 for the so-called damage although I showed photos to prove I didnt cause any damages. They are now contacting me today on 08/21/2024 with a new invoice I have to pay of about $1,500 for supposed new tire, wheel alignment and a new rim over a month after I rented the vehicle.

  Business Response

  Date: 08/28/2024

  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
  20240822-MT1H9K

• Initial Complaint

  Date:08/22/2024

  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.

  Subject: Urgent: Resolution of 2019 Jaguar i-PACE Insurance Claim Dear Turo Insurance Claims Department,I am writing to express my extreme disappointment and frustration regarding the ongoing resolution of the insurance claim for my 2019 Jaguar i-PACE Electric, which was involved in an accident on [Date]. Despite submitting the necessary documentation in May 2024, the claim remains open and unresolved.As a result of the accident, I have been unable to access the vehicle since May 10th. To date, I have made numerous attempts to contact your department via email and phone, sending over 35 emails and making over 50 calls. Unfortunately, I have yet to receive a substantive response or update regarding the status of the claim, other than the initial notification that the vehicle is a total loss.I respectfully request that you provide a timely resolution to this matter. Specifically, I urge you to close the claim and issue payment to the lender, as I should not be held responsible for ongoing payments on a totaled vehicle.I have attached copies of all relevant documentation for your reference. Please contact me at your earliest convenience to discuss this matter further.Thank you for your immediate attention to this urgent request.Sincerely,PROVIDR LLC.

  Business Response

  Date: 08/26/2024

  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
  20240822-4NKWLL
  

• Initial Complaint

  Date:08/22/2024

  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 May 29, 2024 a client (Gohar) had booked a reservation of my vehicle on Turo for 2 days (05/29/2024 to 05/31/2024). On 05/31/2024 I received a message from client (Gohar) on the Turo app that the vehicle was damaged. A claim was filed with Turo *** to repair my vehicle, then Turo *** sent a representative to take photos of the car, after that 14 days no updates given and on the 14th day **** from Turo contracted me via email stating he is taking over the case and not to contact **** (previous adjuster) from Turo anymore. **** from Turo stated that he is reviewing the file and will get back to me. Then 06/28/2024 **** calls me and asked why I use Turo and how I rented vehicle out. On 07/01/2024 **** again messages me stating to stop contacting **** from Turo, then messaged me again saying sorry to me and that it was actually the body shop who contacted ****. However, neither myself or body shop contacted **** from Turo, in fact my car was not at the body shop at that time. Then on 07/10/2024 **** messaged asking to call me and then called stating that Turo *** is not going to be covering my claim and/or repairing my vehicle. To date my car is not repaired nor do i have any reason why this is happening to me. I want my vehicle repaired as the loss happened while rented out with Turo ***. Claim# ****** DOL: 05/31/2024

  Business Response

  Date: 08/29/2024

  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
  20240822-XYINRH

• Initial Complaint

  Date:08/22/2024

  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 Aug 3rd 2024 I was double charged by Turo for a car rental with a fee they did not mention until after i ordered! This company is a scam and will continue unless something is done about it. My rental was $320 and they charged me $621

  Business Response

  Date: 08/26/2024

  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 provided an explanation regarding the charges on August 6, 2024. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240822-DNRXIW

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22175487
  
  I am rejecting this response because: I was unaware of the hidden 100 percent trip fee which just as much as the rental! I wanted to return the car once I found out and was denied so! The car owner was also unaware of this ongoing scam that they keep doing to multiple customers . 
  
  Sincerely,
  
  *****************************