Turo Reviews

Name: Turo
Rating: 1.28

1.3 Rating 885 Reviews

6 %

of reviewers recommend Turo

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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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Anonymous // 01/01/2019

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“I rented Turo for 2 days and the car had had odor and when I drove 1 hour, the car could only speed up to 25-30 miles mph and the noise was super loud. I didn’t feel safe driving it and I couldn’t drive it onto the highway so I parked it somewhere near. And then the host started threatening me and said that I returned the vehicle late, which I didn’t. And then they charged me another 164.3 dollars for returning it late. It cost me 330 dollars for driving a car I cannot use for 1 hour. And it ruined my trip ! I also emailed with Turo for 1 month but they didn’t resolve my issue. They didn’t want to help me they just want to charge my money. It is absolutely the lamest and most shady company I have ever encountered. I saw many other reviews on Turo too, it’s just a terrible company. Don’t ever try !”

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Posted 2 years ago

“Not once but twice have I rented cars through Turo which had battery issues. I’ve been stranded and unable to get Turo to actually find someone to tow me and help. I once waited for hours before getting a jump from someone and then having to replace the battery myself. The car owner was polite enough to help reimburse me but Turo wasn’t willing to help at since I “exchanged money outside of Turo.” I’m writing this as I am seated at an Autozone for my second Turo rental that was form a different provider and has a bad battery. Turo provides unreliable cars and bad service. You get what you pay for.”

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Posted 2 years ago

“The first time I used this app and rented a vehicle for the weekend I received confirmation that I had reserved it and they had taken the money from my credit card. I then receive an email from the owner of the car stating that the vehicle wouldn't be available when I needed it so they were cancelling my reservation. I thought that was the purpose of putting in the dates you wanted to reserve a car! The app said I could use the money I had paid towards another car. NO, I want a refund so I can go to a reputable company!”

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Posted 2 years ago

“0 stars. Worst rental experience of my entire life. The car was given to me with NO oil, 300 miles away from being due for service, which I didn’t find out until the engine overheated, stalled, and began smoking 2 hours into my road trip. Once I broke down, the host called me to promise that the car had been “recently serviced” and requested that I add 2 quarts of oil to the car to see if it starts. When I added 2 fresh quarts, the dipstick went from indicating empty to showing a low level of dirty (black) oil, and the engine still wouldn’t crank. The host refunded me for the two quarts of oil then recommended I call Turo for roadside assistance. When I initially called, roadside assistance told me it would cost me $1k to tow the car back to the host. When I explained this to the host over the phone, they informed me they would call Turo to sort this out. At that point, the host placed a damage claim against me on the vehicle, which hindered Turo’s ability to search for a replacement vehicle ahead of the tow truck arriving (due to Turo regulations for vehicles with damage claims). The host then assured me that they spoke to Turo and a tow truck and replacement vehicle “should be on the way”. When I asked if Turo provided an ETA for their services (as I was waiting in triple digit heat in the middle of nowhere on the side of the highway), the host simply replied with “Nope” and began to defer me to get help from Turo Support via the Help icon. The host became extremely dismissive of the situation I was in due to their failure to properly maintenance the vehicle and even told me they were “just the middle man” as I continued to try to get more details for my discussion with Turo Support. The host stopped replying to all communication from me about an hour after I broke down, however, Turo required me to confirm specific details with the host in order to track down the roadside service they mentioned “should” be on the way. This made it extremely difficult for Turo to successfully send help my way. Due to the lack of communication from the host and ridiculous Turo policies, I waited 7 hours in the heat for a tow truck to get to me, then once Turo verified the car was on the tow truck, I waited an additional 2.5 hours on the side of the highway, in the dark, with all my luggage in a town that I am highly unfamiliar before a replacement car was sent my way. Getting the replacement vehicle was the biggest headache, because Turo initially told me no rentals were available in my area, so I’d have to Uber/Lyft to the nearest city to book a rental at a third-party facility that is open 24hrs. However, Turo would not pay for my rideshare to get to the rental car facility. We went back and forth for hours until I convinced an executive representative to just add a travel credit to my Turo app so I could book the nearest available vehicle. They forced me to work out an agreement with the host of the new car that allowed me to drop off the new vehicle in my hometown (so I could get home safely), and thankfully the new host agreed because no other cars were available! To add insult to injury, the host tried to claim that I didn’t leave the key in the vehicle once it made it to their house, when the tow truck guy definitely used the key to try to put the car in neutral and then left it in the ignition!! I don’t know if this was an attempt to beef up their false damage claim, but it was certainly off putting. Roadside assistance tried reaching out to the host once they arrived with the vehicle, but since the host was unresponsive, who knows what they did with the key. Take that issue up with the roadside provider, not me!! I missed business opportunities due to this issue, strained a pre existing back injury due to the hours spent standing/sitting on concrete while waiting on a replacement vehicle, feared for my life as I waited on the side of the highway late at night with no vehicle for protection, and experienced a severe anxiety attack while waiting hours to find out how I would get back home. This is the most ridiculous situation I’ve experienced with ANY corporation, due to the sheer lack of accountability and empathy displayed from both the host and every representative I spoke with at Turo. I highly recommend Turo reviews this host’s credibility as well as the company’s replacement vehicle policies. My attorney will definitely be in contact with Turo’s corporate legal team to discuss this further.”

Helpful Report

Posted 2 years ago

“Turo has horrible customer service..the website and the app are always having problems uploading documents.....chat agents take long periods to respond at times..I was never able to get documents verified in order to book as car.. With all the money they make you would think they would have a better working system..”

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Posted 2 years ago

“Martin in LA the Turo host is a scammer! He begged me for a good review then lied to try and get extra insurance money saying I scratched his car after he told me his car was in good condition”

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Posted 2 years ago

“If I could put “0”I would do that. The day before my trip I got message that my trip was canceled due to car crash which I booked. I got email from support team “ No worries!.. and bla-bla-bla”. As a result I spent 2 days on phone trying to find a car and I didn’t! 1 host didn’t respond, 2nd canceled saying “Sorry, I didn’t check my calendar. The car is not available” Than appeared an error with payment. Turo assistance was playing in ping-pong game with me. Finally, MY MONEY was AGAIN taken from my credit card!!! So they took my money twice and I DIDN’t get a CAR!!! So now I have to spend days trying to get my money back!”

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Posted 2 years ago

“Turo has been one of those platforms that I would never suggest! Though they might have slight cheaper rates, but the support and the customer service is horrible and they don’t even care about you! I rented a car from Turo and we ran out of charge and while they claim it’s our fault! Which doesn’t make sense! Because there was no charging station in the stretch and I paid towing charges! I called Turo even before making a decision to see if they can help, but they said I can follow the owner. So i informed owner and he suggested that we take towing help! The expectation to take insurance from Turo or book through that platform is that our expenses are covered, but unfortunately, after several follow-up and little hours and days of wait time, they finally said they don’t even care and pay any single penny! That’s so shame on them and on a growing company! I would never use Turo again nor I recommend you guys getting in to trouble”

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Posted 2 years ago

“I love TURO. Easy pick up and drop off, clean car, amazing communication, affordable. I will never rent a car from any other place!”

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Posted 2 years ago

“Terrible customer service. Be careful.”

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Posted 2 years ago

“I recently used Turo to rent a car while my car was in the shop. I used this car solely for going to work and back. No one ever used the back and there was never any animals in the vehicle. Two days after i returned the vehicle, i received a charge for $155 for "Pet Violations". There were 5 or 6 photos that were of a few brown and white pet hairs in the back seat. I messaged the owner of the vehicles (Burcak) to tell him that there were never any animals in the car, that it must have been the person who rented before me and he just defended himself and the previous renter and was being very passive aggressive towards me. PLUS my animals are all black so they couldnt have been the ones to leave the hair behind, nor would it have fallen off of my clothing.. When the owner was no help, i reached out to their support group and they have also been no help. I was told that the charges were voided and i would not have to worry about the additional charges, but the charges are still there and when i tried reaching out to the company again, they have stopped answering my emails. I am beyond upset over this. I do NOT recommend using this app unless you absolutely need to. I would hate for something like this happen to one of you.”

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Posted 2 years ago

“I have rented from Turo a handful of times. The last 2 times (I’ll call them trips A and B) did not go well. I do not own a car (for climate change), so need to rent from time to time for local errands, etc. Trip A: I paid extra for drop off/pick up. Host showed up and explained that he needed me to drop him off at his work (not planned). Rather than drive to his work location, we drove in the opposite location (he said he had not gotten much sleep the night before). We eventually got to his work location, but when I finally arrived back home, I discovered that he had not left the key in the car. As a result, the morning was unnecessarily hectic and I missed my first (medical-related) appointment. Host did not offer a partial refund, not even for the drop-off fee. Trip B: Host chose to have me pick up car at his work. The night before, around 10 pm, host sent me an odd message saying “…my event isn’t going on tomorrow. Want to meet at my work tomorrow at 10 am?” I explained that this was already our scheduled time and place, and “yes” this plan A was still fine with me. The next morning, I left early for the hot, sunny 30-min walk to the host's work location, arrived a little early, and called to tell him that I was outside his work building. I then checked my phone and noticed he had texted “running a bit late in lab. I’ll let you know when I’m ready. Should be 10:30 at the latest.” I was kind of shocked. It was hot, there were no benches outside his building, and I had a 10:30 meeting back at my home office. I called him back. Oddly, it didn’t sound like he was in the lab (as he had said) but in a car. This time, he told me he was driving to get gas to fill up the car. I walked the 30 mins back home as fast as I could, but I had missed the start of my meeting and chose not to join late dripping with sweat, as I was. As I walked, I was quite angry and decided that for my peace of mind and safety (I was worried that he might not be maintaining his car if he was messing up so many other things), I would not work with him again. My money for trip B was refunded, but I felt that my time and stress were not compensated sufficiently (Turo offered me a $50 certificate on a future rental, which I did not take). I then had to lose another couple of hours from work trying to locate another car (my neighbor ended up lending me their car). On my last trip, I went with Avis and everything went perfectly. Turo customer service said that since the trip was canceled, I could not leave a review. They felt that the host was AOK, since they had told me they were not going to show up on time. I just deleted my Turo app.”

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Posted 2 years ago

“This company is a big scam. I rented a car and then they tried to make a claim against me for over $3000 saying I Damaged tires, roters and brakes. I only had the car for 3 days. They illegally took money out of my account and even though I took out insurance went after my insurance company. Save yourself a big headache and pay the extra for a real rental company.”

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Posted 2 years ago

“DO NOT USE TURO. It falsely advertises what look like low rates, then tacks on a 15-20% “service fee” Turo also ALWAYS sides with hosts and allows hosts to submit bogus gas charges without proper documentation. TURO IS NOT A GOOD ALTERNATIVE TO RENTING A CAR”

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Posted 2 years ago

“Cant speak to anyone spent hours trying to book a car. Useless comapny with no clue what they are doing. TERRIBLE”

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Posted 2 years ago

“I used turo for the first time starting on 7/25/2022 with my husband. We used the car to drive my 84 year old mother around post a car accident for which she was hospitalized. We had been very happy with the rental and returned it on time with more gas than we had received on check in and ready to give high marks and be repeat customers. We were then notified that the host reported cigarette ashes in the car and we are being charged a penalty and kicked off the site. We do not smoke, we hate the smell of smoke, and we were not even around anyone who smoked over our stay. We were given no way to appeal this, no one to contact, and are completely flummoxed at this business model which would allow anyone to up charge by hundreds of dollars by dropping their own ashes into the car. They immediately charged us another $257 upon the false accusation. The customer is then immediately kicked off the site and given no way to appeal. I guarantee you no one smoked in that car or anywhere near that car or before or after entering that car. We are incensed at the false accusation and charge and will never use this site again. We travel very often to see family and rent cars very often. I am reporting this treatment to as many review sites as I can and to the Better Business Bureau.”

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Posted 2 years ago

“Scam. They accused me of smoking in the car which was a complete lie. Charged me $257 and kicked me off the app. No way to contest. Awful.”

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Posted 2 years ago

“Turo customer service and roadside assistance are awful and have no desire to actually help. Roadside assistance left me stranded on the side of a major highway in the blistering heat for several hours because they could not understand how to organise a tow truck for a tire that blew out on our rental. Numerous phone calls, where turo actually hung up on me, they finally said I could organise a tow myself, upload the invoice and I would be reimbursed. Despite a recorded phone call noting I would be reimbursed, turo now say they won't! No explanation, nothing. That's over $1500 for the tow not to mention all the other out of pocket expenses. Host is a scam as well, he replaced the blown tire, decided to replace all the tires for whatever reason and decided I should get the privilege of paying for a whole new set of tires! Amongst other fraudulent charges he wants me to pay for. Do not use Turo!!!”

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Posted 2 years ago

“CS Agents are very slow, and not knowledgeable about the basics of the business. Didn't know what "SFO" was, didn't have an email address, didn't know how to electronically unlock a car..... It took me hours to get that far and then I gave up.”

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Posted 2 years ago

“Both me and my wife tried to setup individual accounts(different emails/addresses) and both of us got permanently banned from the site after we uploaded all of our credentials. We are healthcare professionals, not criminal masterminds. WTF Turo?? Your website and your customer service really is so very sad. Would never rent from you, or ever recommend your service to ANYONE.”

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Posted 2 years ago

Turo is rated 1.3 based on 885 reviews