Over the holiday weekend, I along with three friends rented a car from someone who was listed as an “all-star” host on Turo. This car was not properly maintained and was past its inspection date. The car ultimately had a full engine failure, leaving us stranded in a parking lot for 4 hours and 3.5 hours from home. The Turo support team did not offer much help, and I was left to contact the tow truck, find a mechanic that was open on the holiday, and arrange transportation home. I was unable to get in contact with my host at the time and Turo was unable to either leaving me with instructions to get in contact with the host when the host returned my calls and messages to give them the tow truck information and update them on everything that had transpired. Given it was a holiday weekend, and the distance I was from home - my only option was to call an Uber to safely transport us back. This Uber amounted to more than the original rental. When I first spoke with the support team, I was ensured I’d be reimbursed the full cost of the rental and Uber ride home. For the reimbursement they said the “executive support team” would reach out to me. The executive support team offered to reimburse me a measly $38.74 for the Uber and said the first support representative was incorrect and they would not reimburse the full Uber. This would have left me with an expense that was more than the original rental. The executive support team also refused to speak on the phone with me and would only communicate via email. This did not allow me to describe my side of the story and allowed them to cherry pick which emails to respond to and not respond to me all together. Overall, I would not choose to rent from this company again given the poor customer support which left me to handle all the necessary actions to ensure the car was fixed and get myself and others home safely, that does not stand behind its customers, and refuses to speak on the phone and is unresponsive via email.