I booked a car 6 months in advance. I found a car close by to our hotel and at a great price. I showed up at the agreed time but the host and the car were not there. I had to wait 30 mins to cancel, sitting on the sidewalk in the summer heat. Finally when I was able to get customer service to cancel the reservation, it took them 1.5 hrs to find me another car at the same price, and I had to take a cab to get there as it was over 1 hour away from my hotel. They only reimbursed 70% of the cab (though I've yet to receive the reimbursement after 1 week). The car I got was not as nice as the one I had booked but at least we had a car. Then the second time I started the car, the key broke (it was 12 years old) and we got stranded at highway McDonalds. After 2.5 hours on a call with their customer service, they could not offer me another car, the tow truck had not arrived and I had to call a family member to drive 2 hours to pick us up. They offered me nothing but a reimbursement for the original fee, no compensation for what I had gone through, no reimbursement for the gas and time my family took to pick us up. Nothing. Then three days later they told me without explanation that they would not be refunded the full cost of the vehicle but only 25% and they were also going to charge me 140 dollars for a 12 year old key that broke through no fault of my own. Its been a week now, they very rapidly charged me the 140 dollars but I have yet to receive any refund at all, they are not answering my emails and when I call customer service they tell me I have to wait for a response from the 'executive team' who I am not allowed to speak to on the phone but get no response from via email. I am genuinely surprised that they can stay in business with this level of service and it seems like this can't possiblly be legal. I fully expect a class action lawsuit will hit this company soon, if they don't first file for bankruptcy. Please do not use Turo! You do not want to ruin a vacation plan to save a couple bucks. I regret it tremendously.