This is our experience: Our first vacation since Covid with a planned agenda of visiting our 97 year old aunt in Long Beach for 5 days and then going on a sightseeing trip to Death Valley. We rented a Fiat 500. The car (which we only used for about 150 miles) started displaying an airbag failure warning on day 5, so we alerted Turo and they arranged a backup car for us so we could continue on to Death Valley. Figuring out the logistics took more than two hours of phone conversations and waiting on hold that day. The second car, also a Fiat 500 - provided by a different host - broke down on us on the first day in Death Valley. Luckily we had pulled over at one of the resorts that also had a adjacent car repair shop. After running several tests the mechanic determined that we were dealing with a failed battery and that it could not be recharged, so anytime we made a stop and turned off the car, we would not be able to start it again. After another two hours on the phone with Turo and finally being taken care of by one of their supervisors, we found out that Turo could tow the car and set us up with another backup car provided by a local host (near Death Valley and probably from Pahrump, NV). However, per Turo rules, the car can only be dropped off at the same location as it was picked up. Regarding my question how we would get back to Los Angeles, since we had to drop off the car again in the Death Valley region, the supervisor had no solution. He said Turo provides a maximum of $60 worth of Uber vouchers, but there would be no other way to get us back to LA using a Turo car. The supervisor admitted to the dilemma and gave us permission to have the car checked and fixed so we could get back. The Death Valley mechanic could not replace the battery since he had none in stock and Turo roadside assistance were not willing to deliver a battery to our location. They only tow or jump start cars. At this point we had spoken with two separate supervisors who both were extremely sorry for the inconveniences we suffered and agreed that our options were limited and that this was not ok. Though neither could help us in this case. So we had our car jump-started and drove ourselves all the way to Pahrump, Nevada through Death Valley with a failed battery. A 112 mile round trip. We contacted the host and let her know that her battery failed and informed her about all the details involved since we were under the impression Turo and their hosts are one and the same company (more about that at the end of the review). We spent $225.95 on a brand new battery. We have not been reimbursed to this day. When we arrived back to Seattle from our trip we found a charge on our account for $19 for going over the allotted mileage. A) We had to drive an extra 112 miles to get to the closest place that had a battery replacement and B) we booked a car for 10 days at 200 miles per day. With receiving a backup car the mileage started over, so for the 4 days on the backup car we lost over 1000 miles of the overall booked 2000 total since we only used the first car for about 150 miles. Eventually this charge was refunded. However at the cost of us spending at least another two hours on the phone with agends and on hold to have it resolved. We also found that our host had sent us a very unkind message on the Turo site that she had to spend $80 to have her car checked since we reported the battery and brake issues. She claimed that the brakes were brand new and that was the reason why they made creaky sounds and rattled the car when you pushed them. Note: We never met the host herself since one of her friends dropped off / picked up the car. The host also left a slanderous review on my Turo account accusing me of "hitting my own children behind the corner" (? I don'have children btw.) and that I alledgedly tampered with her headlight. The right headlight did not work when we returned the car. We pointed this out to the person who picked up the car (who wasn't the host). Since we never drove the car at night (and only drove in the dusk one time) we did not notice. The light might have been out from the very beginning. My responses to her were always very civil and polite. What set her off was the fact that Turo required her to have her car checked (which cost her money). She fabricated several other points in her review and we will now have to have Turo remove it. We have all this in the messages on our Turo site. If a Turo agent took the time to read through the messages (that was our only form of communication with her) and the hosts review they will see the false statements that were made. We were promised a refund via a voicemail by one of the supervisors right after we returned on May 17th (we have it on file still). After nothing happened for a week I contacted Turo again and they then promised the refund within 24 hours in writing on May 24th. Nothing. In the meantime I had to travel to Europe for three weeks and did not have time to deal with Turo from over there. When I got back I made three more attempts to be reimbursed, two times I was told again that the refund would be there within 24 hours and the last time, just a couple of days ago, the Turo agent told me that the Executive team "still had not made a decision on the refund". In the meantime Turo first billed the first host for the battery that we bought for the car of our second host. I contacted Turo to make them aware of their mistake after our first host was stuck on the phone with them for over an hour to try and resolve that it was not his car that needed a battery replacement. Turo then posted on my account page that they would be charge ME for the $225.95. We got charged for the battery that we had paid for out of pocket (mind boggling!). We had to put our credit card on hold so the charge would not go through. Yesterday we contacted a lawyer for guidance. And today I am starting to submit our experience to review sites and the social media. We will also be reporting this to the California Attorney General office. I have no more patience. Here are the key points: Turo sent us out in car with a failed battery and brake issues. We do not believe that the issues came from the brakes being brand new. This could have ended up potentially very dangerous for us since we had to cross Death Valley in a compromised car (and yes, Death Valley is one of Turo's advertised destinations in the region, see the offical site). Turo's regulations do not allow to drop off a car in a different location than where it was picked up. If you drive a distance away from your pickup location and anything happens to the Turo vehicle you rented, Turo can provide you with a backup vehicle, but you will need to drop it off where you picked it up. Turo does not have a solution on how to get you back to your starting point. It does not appear that Turo reliably knows the condition of the cars provided by their hosts. The car we rented had an old reconditioned battery in it (as confirmed by the host in writing) that failed us. We spent 15 hours total on the phone with Turo since. This is the combined time of speaking/ texting with agents and being on hold. We have copies of our phone records and all the Chat emails and screenshots. The Turo agents all were trying to be very helpful, I have to give them big points for that. But they could not help us because of the above mentioned Turo regulations and because the executive billing team was unresponsive. I asked to speak with an agent over the phone a few days ago, but Turo has changed their contact options. You cannot talk with an agent over the phone directly anymore. It is beyond frustrating to have a company just not respond when it comes to an owed and promised reimbursement. I also do not believe it is safe to drive Turo provided vehicles. I am sure there are many good, responsible hosts out there (like our first host) that take care of their cars and care about their guests, but the fact that we were sent out with a potentially dangerous vehicle leads to the assumption that there may be many more cars in their fleet out there that have not been appropriately checked for road worthiness. I would also urge Turo to check the remaining fleet of cars our host has with them. She claims to have 13 cars total working for Turo. And if a Turo representative reads this, the reservation number associated with this review is 14933768. You will see that all that I stated here is correct and has been reported to Turo several times.