Turo Reviews

Name: Turo
Rating: 1.28

1.3 Rating 885 Reviews

6 %

of reviewers recommend Turo

Company Reviews

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Metrics

1.3

Based on 885 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 58%
Accurate And Undamaged Orders	Greater than 60%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Deanna Caver

Raphael Winn

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Anonymous

Anonymous // 01/01/2019

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“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!!”

Helpful Report

Posted 1 year ago

“We rent a Black Tesla from a guy name Alejandro from Miami Flordia. He lied and said we bring the car back dirty. We must have put things after we left turn the car in and submit a invoice for 165.00 and I explain to Kate with Power Host Support. She claimed she looked into it and said the charges was valid. I just want to let the people know you have to take pictures before and after because they have a loop hole and they lie so they can get extra money this is our first and last time ever using this company. The good hads to suffer for the bad SMH.”

Helpful Report

Posted 1 year ago

“Canceled our listing and future bookings due to a safety recall on our 2018 Jeep. Just dropped us, no phone call or e mail. Called Jeep, it’s just a notice. Jeep will be conducting the recall in the 2nd quarter of 2023. Sent TURO the notification with my vin number on it. After hours of talking and chatting with them, they won’t budge. Their customer service is really bad. Most agents don’t understand what we were trying to say. TURO is good at collecting money but that’s about it.”

Helpful Report

Posted 1 year ago

“Terrible, terrible, terrible. One of the bald tires on the vehicle blew out. No jack in the vehicle. Took 5 calls and 2 hours to get a “case created”, after 5 calls and 2 hours we were told it would be at least 2 hours before we would hear from 3rd party tow. If you don’t mind being stranded on side of road for 4 hours give them a chance.”

Helpful Report

Posted 1 year ago

“The worse company to rent from they are nothing but scammers”

Helpful Report

Posted 1 year ago

“I booked a vehicle weeks ahead of time in preparation for my vacation because I’m a sensible person. The host broke Turo’s site rules and also illegally provided me a hertz rental car that my partner and I refused to drive around the city. We are now receiving blame for not knowing how to handle the situation and being charged several hundred dollars when we are not smokers or anything of the sort. The host never followed the process for not having his car available from the start. We paid for the 2019 Nissan Kicks with damage protection and didn’t receive that vehicle at all. The host even uploaded photos of the incorrect car, proving he broke the terms of service himself. We have no idea if the hertz car had insurance and therefore we were at extreme risk. This is the fault of the turo host. Not me as a guest to the vehicle and the state we visited. My partner and I were just trying to keep ourselves safe. The images shown was a Kia not a Nissan. The host took illegal actions and Turo is abetting at this point.”

Helpful Report

Posted 1 year ago

“ON 12/29/2022 MY CAR WAS TOTALED BY A TURO DRIVER HE WAS GOING SO FAST THAT HE OVERTURN THE OWNER CAR HIT MY CAR AND 2 OTHERS TURO LIABILITY IS $5000. BETWEEN THE 3 DRIVERS, THIS ACCIDENT HAPPENED AT 5AM IN MALDEN MA - I WAS ASLEEP ALL HE CARED ABOUT WAS HIS CELL PHONE”

Helpful Report

Posted 1 year ago

“What didn't go wrong. Long story short. I was told I would be refunded $282. Ended up with a refund of $161. Made no sense at all. Still going back and forth with horrible customer service reps”

Helpful Report

Posted 1 year ago

“TURO is allowing host to post fake pictures of tobacco products in the vehicles shortly after you return them. This has costs me an additional $274.99 for s smoking fee. I am not a smoker AT ALL. Those photos were fake and I have argued with TURO and this host for over 24 hours regarding this issue. It wasn’t until I searched online and realized that this fraudulent thing is happening more often and several consumers have complained about this exact same issue with TURO. DO NOT RENT FROM THEM!!! If you do, please ensure that you thoroughly take your own personal pictures of the exterior and interior of the vehicle at the time of return.”

Helpful Report

Posted 1 year ago

“Scam. Charged my card 6 days later over $1100. Do not use. Whole company is fraudulent and sneaky thief's.”

Helpful Report

Posted 1 year ago

“Turo charged me $170.55 after I turned in the rental van, for "additional cleaning". I agreed to their no pet policy and had my son and daughter use their own vehicles for their dogs. But while visiting them I'm sure some dog hair got into the van from my shoes. I spent over 30 minutes vacuuming the carpet in the van, and I washed the microfiber cloths that were used as floor mats. Driving to the airport the next morning I put my luggage on the back of the folded middle seat and on the right rear passenger seat. I guess some dog hair came off onto those spots, they charge me $170.55. Wow I would love a job vacuuming for five minutes for that much money.”

Helpful Report

Posted 2 years ago

“Turo did not do their due diligence to ensure the host followed the rules. The host (Damien) was supposed to file a report to request payment for the tolls but never did. He then forgot to pay the tolls and incurred late fees. At that point, he notified Turo. Instead of first investigating with us, Turo automatically charged my card $800 without informing me beforehand. Even though we reminded Turo of their policy, they did not reimburse us. My advice is to stay away from Turo.”

Helpful Report

Posted 2 years ago

“Please be aware. Some host may be decent but others do not even care. We rented a car by a host name Chase in Marietta, Ga. We were surprised that the host gave a us the car with a flat tire and was expected from us to fix it. Very dissatisfied and unprofessional with that service. Lesson learned. Better to rent and pay to a recognized car rental for extra money and have a quality service.”

Helpful Report

Posted 2 years ago

“Don’t do it. Turo offers no roadside assistance. I spent literally two hours just waiting for a human to answer the phone - they never did. You will pay out of pocket if the car breaks down if you don’t have your own insurance. Just get a car from a reputable company. Turo will not help.”

Helpful Report

Posted 2 years ago

“A turo driver hit my car and totaled on 12/29/2022. He not only hit my car but 3 others. The turo car and my car are a total lose. the insurance for turo Travelers will only pay $5000. and that is divided between 4 damaged cars. Also this driver has numerous accidents. He overturn the turo car”

Helpful Report

Posted 2 years ago

“I am a host. Guest had a blow out in a different state. She decided she wanted to cancel which is fine, but turo needed to return my car to me. I called in to their support to ask where my car was. They could not get through to their roadside assistance so told me I needed to call roadside assistance. I asked how I would get through if they, working for the same company, could not get through. Guy couldn’t answer so I asked to speak to a supervisor. He said one wasn’t available and hung up on me. Call roadside assistance and wait 53 minutes. Get the poor guy on the oh one and ask him where my car is and he can’t tell me. Best he could do was tell me the car was safe. I asked what tow company or storage yard it was at, and he could not answer. I asked to speak to his management and he said they would have to call me back, but had no idea if that would happen within 24 hours. Basically my car is missing and no one at turo knows how to support me. Tbh I feel like they don’t want or help me. WORST COMPANY EVER. I rent my car for 35 a day so it is affordable. They take 25% of that sonó get 26.25 a day. They turn around and charge guests $50 plus a day depending on trip length. This is all supposedly for the assurance and insurance. Meanwhile they can’t find my car and will not cover any of the expenses.”

Helpful Report

Posted 2 years ago

“They ripped me off for $136. They emailed me telling me they were going to credit this to my account and then didnt and said they can do a $50 credit when I don't live in the country.. I had email communication from them telling me it is going to be credited and they are trying to say they can't.. stay away from these people”

Helpful Report

Posted 2 years ago

“Horrendous experience. I rented a 2021 Buick envision in Tampa and the host charged me $250 for smoking when I have never smoked in my life. He then went on to state he was turning in my request as harassment because I requested a refund. I couldn’t get a hold of turo as they are near impossible to call and don’t have an email. I will never rent from turo again.”

Helpful Report

Posted 2 years ago

“TURO has rental car companies that use its platform to rent their cars- good idea but they are SCAMMING THE SYSTEM and seems like Turo is compliant. I rented a car for 1 day. Walked around it and saw no issues when i picked it up. Never had any collision or encounter during the time. Took pictures of all sides when dropping if off. Then a few days later got a Damage Claim for $1200- SEE TH TURO PICTURE WITH GREEN BOX there is literally no damage- maybe some feather scratches but hard to tell due to glare. i have asked repeatedly for before pictures to compare but they refuse to send. All the emails just say "put it on your insurance" to cover cost- well that makes my insurance go up plus $500 deductible. I finally (after hours of searching and calling) got a rep on the phone. He immediately agreed when he saw the photos and said he would resubmit and get this taken care of. 2 days later got a "form" email saying damage claim dept has confirmed damage- the Green box is the $1200 damage. I have seen many other posts on this so not isolated.....RENT FROM REAL CAR RENTAL COMPANY- They would NEVER pull this SCAM!!!”

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Posted 2 years ago

“AVOID AVOID AVOID. Don't count on Turo's help when things go wrong. I attempted to extend a rental that was plagued with issues (that I resolved on my own with the host). Flat tyre, tyre replacement, subsequent NEW flat tyre, presumed valve issues at this point. For whatever reason, the extension request didn’t go through properly on the app and when I contacted support in the morning to arrange the extension with them, I was informed that I would need to make a BRAND NEW RESERVATION on Turo for the car. This was now going to cost me £330, instead of the £204 quoted to me for the extension I attempted to make the day before, in addition to a NEW DEPOSIT of £250, while they continued to hold my existing £250 deposit. I informed them I would find an alternative solution to making a new booking through them. Turo support then proceeded to send me threatening emails about contacting local police and keeping all of my deposit if I didn’t either return the vehicle immediately (?!) to the host, or make the new booking with them “within the hour”. They then proceeded to take an additional £79.17 payment for the “late return” (which I doubt the host will see a penny of), despite my being in communication with my very friendly host who was aware of our situation at every point on the trip. Still no sign of my deposit being returned. Being ill and travelling this week has been incredibly stressful, in addition to being a very expensive holiday week. You guys have really been the icing on the cake. Will AVOID in future.”

Helpful Report

Posted 2 years ago

Turo is rated 1.3 based on 885 reviews