This was my first time using Turo and I can say it was a complete and utter nightmare. I understand that my situation may be a one-off situation, but please understand if anything, even the smallest things go wrong, it is will likely be a cluster that consumes days, if not weeks of your time and energy. In full consideration of the overall situation, my following concerns are probably more directed to Turo customer service than the host, but there is only one place to leave a review. March 4, 2023 1:00 pm - I picked up the vehicle for a 2-day reservation. 7:00 pm – Just after 7 pm while travel in L.A. on La Brea in the area of the Beverly I experienced a flat tire. I pulled off onto a side street and with the intention of changing the tire, however, I discovered there was no spare in the vehicle. 7:23 pm - I sent a message to the host via the app letting them know what happened and to confirm that there was no spare. They confirmed there was no spare to their knowledge and they instructed me to call Turo for further towing assistance. 7:33 pm - Cue nightmare: I started the claim process on my mobile phone and I then I called Turo’s customer service number. The number appears to be a San Francisco number, but by the end of this nightmare I would learn that the calls were going to the Philippines where none of the multiple individuals I would speak to over the coming hours could speak, comprehend and/or otherwise communicate fluently in US English. I could barely understand the first male I spoke to. I explained the situation and requested a tow as the vehicle did not have spare. 8:07 pm - After about 30 mins are repeatedly questions and being placed on hold, he eventually sent me an email requesting that I send photos of the tire. I responded with pictures of the car and tire. The tire had a hole in the sidewall. After receiving the pictures, the rep them processing to ask me an exhausting number of questions, some being, did I just need the tire change, could it be inflated, followed by, was the vehicle drivable? Again, this is after I have sent pictures of the tire with the hole in the sidewall. The questions continuing with, does the vehicle have a certain “clearance” and will a simple-tow work? The rep could not understand the location of street intersections I gave him and he kept asking I was in another state. Finally, I understood that an order for a towing service was place and that I would receive a confirmation text shortly. 9:42 pm - I received a text stating that the eta for the tow service would be 90 mins. 9:51 pm - I get a call from the tow service asking if this was an inflate tire call. I told him it was not as there was a big hole in the side of the tire. He said that he would have to cancel the call because he did not do towing. 9:56 pm - I called Turo customer service back and I was on the call for 58 mins with them telling me something was wrong with their system and they were unable to resubmit the tow service request. The female that was I attempting to understand then stated that she didn’t want to keep me holding any longer and she would get it done and I would get a text shortly. March 5, 2023 12:04 am - I still had not received a text or any other contact from the tow service so I called them back. The female rep insisted that she checked and they were on their way. 12:38 am - I called again and at some point I was told that the service provider had accepted and cancelled the request which meant they were close by. After some additional questions from me I realized that they were still looking at the first tow service request from earlier at 9:42 pm. After they realized they were looking at the old tow request order, a new order was supposedly ordered and I was told it would be another 90 mins and that I needed to wait with the vehicle. 8:42 am - I called again and asking if there planning to pick up the vehicle to which they responded that was they would have someone there shortly. 9:56 am - I called again was told the same information, the tow service was on the way. At this time, I asked I asked to speak to someone in the US. I was given the direct number to what I understand to be their dispatch in FL and then they transferred me to the number. I spoke to another female and explained my situation but she simply kept asking for some type of reference number which I didn’t know. I asked her if she could look my account up by my phone number and/or reservation as all the other rep had done. She placed me on hold and then transferred me back to the customer service line, who again told me the same information that the tow was on the way. 10:19 am - I called the dispatch number again and was told that the tow was on its way. 11:21 am - I called the dispatch number and was told by a male that he could see the order but it was not complete. He supposedly corrected the order and told me someone would be there shortly. 12:38 pm - I called the dispatch number again a different male told me that the order was entered completely wrong and he would correct it. At 1:00 pm the tow service arrived. Yes, that is correct, 18 hours waiting for a tow in the middle of L.A. while being told I needed to stay with the vehicle! Later in the afternoon I called the customer service dept again and ask to speak to someone about overall horrible service and a refund. I was told something about having to wait to claim was closed and then someone from customer service would contact me. March 6, 2023 12:02 pm - I received a message that it was time to return the vehicle. 12:19 pm - I responded that the vehicle was already returned by tow service on March 5, 2023. 10:20 pm - I received the following two messages: 1. We saw the report you filled out. Calling roadside is not our responsibility. The guest must call and follow protocol as stated in our policies and Turos. 2. We got the car back, filed a claim and will let you know what the cost will be. March 12, 2023 After nothing from anyone I called Turo customer service again to ask why I had not heard from them and they said they my claim was closed and when the host’s claim was closed they would be back in touch. I have rented cars for business and leisure for over 25 years and out of the 100’s of rentals I have never had a problem with a rental, not even a flat tire. Again, maybe this might be a good service when nothing goes wrong, but expected to be completely screwed if something doesn’t go right. Never again!!