Turo Reviews

Name: Turo
Rating: 1.26

1.3 Rating 793 Reviews

6 %

of reviewers recommend Turo

Company Reviews

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Metrics

1.3

Based on 793 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 56%
Accurate And Undamaged Orders	Greater than 61%
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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Nightmare

Anonymous

"I am absolutely disheartened by my experience with Turo, and I feel it's crucial to share the details of my unfortunate ordeal to alert others. My rental car reservation was abruptly canceled not just once, but on two separate occasions, both occurring just 30 minutes before I was supposed to pick it up. The initial cancellation on October 26 was already a major setback, forcing me to scramble for alternative transportation arrangements. This disruption led to severe financial repercussions, as I found myself needing to cancel my hotel reservations. The costs were staggering\u2014one hotel charged me $500, which was non-refundable, while another incurred an additional $125 fee due to my last-minute cancellation.\r\n\r\nAs if the cancellations weren't enough, my attempts to seek assistance from Turo's customer service were met with a frustrating lack of support. The representatives I interacted with were unhelpful and seemed indifferent to my plight. They outright refused to allow me to remain on hold while they escalated my issue, which left me feeling completely disregarded and overwhelmed. It was evident that resolving my predicament was not a priority for them, adding to the stress of the entire situation.\r\n\r\nTo compound my frustration, I received yet another cancellation today, October 30, where the host shockingly attempted to charge me DOUBLE the original price for the same vehicle! This blatant disregard for their contractual obligations is nothing short of infuriating. It\u2019s clear that Turo does not hold its customers in high regard and fails to honor the commitments made in their agreements.\r\n\r\nGiven the string of issues I've faced, I cannot, in good conscience, recommend Turo to anyone. This has been a recurring nightmare for me within just four days, and the financial fallout has been immense. If you value your time, money, and peace of mind, I strongly urge you to look elsewhere for rental services. Turo's apparent disregard for customer satisfaction and their contractual responsibilities is alarming. Save yourself the headache\u2014choose a service that truly values its customers."

William Mack Robinson

328

Anonymous

Anonymous // 01/01/2019

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“Please I beg you NEVER use this company. It's cheaper than renting from an actual agency but just do yourself a favor and pay the extra money and rent from a decent rental company. They won't allow a client to get ahold of them or even call when claims have been made yet it's so easy for a host to call in. I rented a car in hawaii for 7 weeks. Car was in horrible condition, plus not up to safety check. I couldn't afford to return car and wait for my reimbursement for Turo as I needed a car. I paid well over 1700 for this rental. Anyways host made me go to his shops to get the safety checks done, after 3 days, 12 hours of my own and my children's time and $120 in gas, the host agreed I do not have to return the car with a full tank. The next thing I know he opens a gas claim. We exchanged texts and he even said he would drop the claim and I provided that to turo and plus proof and they still are finding me liable. Now the host opens another ridiculous claim for so much damage that was ALREADY there and turo will not call me or email me regarding this after so many emails and reaching out through chat. I have submitted so much evidence and nothing back. This host had us go to his house which had a junk yard of lemon cars from the auction that need alot of work done. He does the bare minimum and rents them out. He has numerous reviews, which I should have read about how unsafe the cars are and yet turo still allows this man to rent cars out. What's going to happen when someone gets seriously injured due to this hosts negligence? Maybe that's what it will take for turo to finally do the right thing. How can you accuse someone of damage yet not even speak on the phone? This business is a scam just like the host. His name is bud Lawrence by the way. In oahu. Beware people!”

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Posted 2 years ago

“The initial rental booking went smoothly. Then unexpectedly, our flight was cancelled so, logically, I changed our Turo reservation immediately so the host would not be inconvenienced. Because ur reservation was adjusted by a day, we were suddenly charged an additional $70 delivery fee which was originally waived because our trip was 7 days. Somehow, this translates to costing more for one less day. When I reached out to Turo customer service, I got on a two hour roller coaster ride of customer service messaging on their app leading to calls to a service center that looped back to links to the billing department. Eventually, we were told that the only way we could avoid the additional charge is by asking the host to send us a message to waive it and taking a screen shot of that message. Talk about crazy and unprofessional! We will never get that time back and will obviously never use Turo again.”

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Posted 2 years ago

“It was my first time renting from turo and I had an absolutely terrible experience. My family and I were at the airport waiting for the host to drop off the car. We paid extra for delivery to the airport but the host messaged us telling us to pick up the car from a location that was a ten minute drive away. I messaged him telling him we had an elderly person with us and couldn’t walk to the location and the host left me on read. Finally he called me an hour and half later telling me my trip was canceled leaving us stranded at the airport for another hour.”

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Posted 2 years ago

“I was told I would be charged $511 for 2 days. I was charged $883.05; an additional $371.09. I picked up the car late and returned it around the same time. They claimed I was 2 hours late and charged me $288.23. The owner claimed no one was renting it for 2 days, so it wasnt a problem. The place of pickup did not have a gas station near by. I filled it up about 20 miles from the drop off; they charged an additional $82.86 for gas. I rented a Slingshot and it only has a 7 gallon tank. It cost me $26.52 to fill it completely up, yet they charged me $82.86. This company is an absolute scam.”

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Posted 2 years ago

“I rented a passenger van from Turo for a family vacation to Orlando and long story short the van had issues and needed to be repaired. My reservation was canceled while in Orlando leaving me stranded without a vehicle. Now, I’m having a hard time getting reimbursed for a 3rd party rental and Ubers expense all which I was told would be cover by Turo. The customer service line doesn’t provide accurate information and no one knows what they are doing. Also, be prepared to be on the phone for hours and days at a time only to get no where.”

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Posted 2 years ago

“Beware Of This Host! He and his “team” are liars and scammers, and Turo is complicit in their actions.My entire experience with Jon and Turo was a nightmare. Still a week later I’m in dispute with them in regards to my trip. Everything was seemingly going smooth via messaging until I arrived at the vehicle after having to shuttle to the vehicle upon landing from my flight. Prior to my trip I let Jon know that I would be late as Delta canceled and rebooked my flight. My landing time changed from 9a to 4p, Jon was notified 24hrs prior and said it was no problem, but did not changed my scheduled time. When I finally got to the vehicle the vehicle the doors were already unlocked, contrary to the instructions stating that the doors would be locked and I would need a key left in the lockbox to access the vehicle. There was no lockbox, and once I open the door to the car I saw the car was filthy. And I mean that in every aspect of the word. There were stains and crumbs on the seat, dirty tissues left in the vehicle, old papers and flyers, an empty water bottle and personal drinking bottles under the seat, the steering wheel was sticky as well as the front seat cupholders, and the floor looked like it hadn’t been vacuumed in weeks. According to Turo‘s policy if the car cleanliness does not meet their standards, they extend a refund, it also mentioned not to check-in and contact them immediately. After trying to reach out to the host to let him know that I could not find the key, as well as the condition of the vehicle, I had no luck. I immediately contacted Turo. During that time of being on the phone with Turo I found the key in the glove compartment and let Jon know this. Still hadn’t received communication from him. I let Turo know what was going on and told them that I wanted to cancel my reservation and would like a refund. After going back-and-forth with Turo, I finally received a call from Jon. Jon’s level of customer service was terrible, and he was less than nice. He insinuated that I had made the mess in his car because I had had the rental since 9AM, knowing that I did NOT have the vehicle and I had just landed. He even went as far as to tell the same lie to Turo and upload old photos of a time when the vehicle was actually clean, claiming that’s how the vehicle was left, when clearly it wasn’t. After speaking with the representative for Turo they extended me a refund…or so they said. Later on they ended up charging me for a day as he lied and said that I had had the vehicle longer than I actually did. I didn’t even take the car or continue with the reservation as a service on both ends was terrible and the vehicle was so disgusting I didn’t even want to get it. A day later I received a notification from Turo that John had filed a claim against me. Although the key was never left in the lock box, yet left in the glove compartment and the car was never driven; he claims I did not return the key. How can I not return a key that I didn’t even use? The vehicle is never moved or anything, I didn’t even get in the vehicle and left the key exactly where it was. Turo sided with him immediately without verifying and attempted to charge me $295, which I’ve already disputed and will continue to dispute. Even with me trying to communicate with John and Turo, he continued to tell lies stating that I did not return the key although it was left there, and stating that I used the vehicle so that Turo would attempt to charge me additionally. Turo’s entire process for handling these types of situations is ridiculous. Basically anything that the host says goes. Even if it’s lies, which is clearly what happened her. Please do your research on this business. Turo has a one star rating and over 1100 complaints with the BBB (Better Business Bureau) as well as numerous complaints and reviews on the Internet via news sites and Reddit. Save yourself the drama and any further issues and just choose a different source for your rentals. From what I can see this is something that they’ve gotten comfortable with doing. My review is not the only one like this. It’s just being overshadowed by the many other “good reviews.. I’d like to believe at one time John was an honest host, but I think he has figured out the system and is now taking advantage of it at honest guests expense. Turo even let me know that when a host submits a claim they pay them immediately. I believe this was John‘s way of getting reimbursed for Turo giving me a refund on my reservation. I will continue to fight this “claim” as well as let anyone I can know about this terrible situation and Turo’s terrible customer service.”

Helpful Report

Posted 2 years ago

“Turo allowed a guest to steal my car. They did nothing to help with the situation and after the car was found they denied the claims. Called the cops. Not I’m going or court. They’re not a good company to host”

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Posted 2 years ago

“This is our experience: Our first vacation since Covid with a planned agenda of visiting our 97 year old aunt in Long Beach for 5 days and then going on a sightseeing trip to Death Valley. We rented a Fiat 500. The car (which we only used for about 150 miles) started displaying an airbag failure warning on day 5, so we alerted Turo and they arranged a backup car for us so we could continue on to Death Valley. Figuring out the logistics took more than two hours of phone conversations and waiting on hold that day. The second car, also a Fiat 500 - provided by a different host - broke down on us on the first day in Death Valley. Luckily we had pulled over at one of the resorts that also had a adjacent car repair shop. After running several tests the mechanic determined that we were dealing with a failed battery and that it could not be recharged, so anytime we made a stop and turned off the car, we would not be able to start it again. After another two hours on the phone with Turo and finally being taken care of by one of their supervisors, we found out that Turo could tow the car and set us up with another backup car provided by a local host (near Death Valley and probably from Pahrump, NV). However, per Turo rules, the car can only be dropped off at the same location as it was picked up. Regarding my question how we would get back to Los Angeles, since we had to drop off the car again in the Death Valley region, the supervisor had no solution. He said Turo provides a maximum of $60 worth of Uber vouchers, but there would be no other way to get us back to LA using a Turo car. The supervisor admitted to the dilemma and gave us permission to have the car checked and fixed so we could get back. The Death Valley mechanic could not replace the battery since he had none in stock and Turo roadside assistance were not willing to deliver a battery to our location. They only tow or jump start cars. At this point we had spoken with two separate supervisors who both were extremely sorry for the inconveniences we suffered and agreed that our options were limited and that this was not ok. Though neither could help us in this case. So we had our car jump-started and drove ourselves all the way to Pahrump, Nevada through Death Valley with a failed battery. A 112 mile round trip. We contacted the host and let her know that her battery failed and informed her about all the details involved since we were under the impression Turo and their hosts are one and the same company (more about that at the end of the review). We spent $225.95 on a brand new battery. We have not been reimbursed to this day. When we arrived back to Seattle from our trip we found a charge on our account for $19 for going over the allotted mileage. A) We had to drive an extra 112 miles to get to the closest place that had a battery replacement and B) we booked a car for 10 days at 200 miles per day. With receiving a backup car the mileage started over, so for the 4 days on the backup car we lost over 1000 miles of the overall booked 2000 total since we only used the first car for about 150 miles. Eventually this charge was refunded. However at the cost of us spending at least another two hours on the phone with agends and on hold to have it resolved. We also found that our host had sent us a very unkind message on the Turo site that she had to spend $80 to have her car checked since we reported the battery and brake issues. She claimed that the brakes were brand new and that was the reason why they made creaky sounds and rattled the car when you pushed them. Note: We never met the host herself since one of her friends dropped off / picked up the car. The host also left a slanderous review on my Turo account accusing me of "hitting my own children behind the corner" (? I don'have children btw.) and that I alledgedly tampered with her headlight. The right headlight did not work when we returned the car. We pointed this out to the person who picked up the car (who wasn't the host). Since we never drove the car at night (and only drove in the dusk one time) we did not notice. The light might have been out from the very beginning. My responses to her were always very civil and polite. What set her off was the fact that Turo required her to have her car checked (which cost her money). She fabricated several other points in her review and we will now have to have Turo remove it. We have all this in the messages on our Turo site. If a Turo agent took the time to read through the messages (that was our only form of communication with her) and the hosts review they will see the false statements that were made. We were promised a refund via a voicemail by one of the supervisors right after we returned on May 17th (we have it on file still). After nothing happened for a week I contacted Turo again and they then promised the refund within 24 hours in writing on May 24th. Nothing. In the meantime I had to travel to Europe for three weeks and did not have time to deal with Turo from over there. When I got back I made three more attempts to be reimbursed, two times I was told again that the refund would be there within 24 hours and the last time, just a couple of days ago, the Turo agent told me that the Executive team "still had not made a decision on the refund". In the meantime Turo first billed the first host for the battery that we bought for the car of our second host. I contacted Turo to make them aware of their mistake after our first host was stuck on the phone with them for over an hour to try and resolve that it was not his car that needed a battery replacement. Turo then posted on my account page that they would be charge ME for the $225.95. We got charged for the battery that we had paid for out of pocket (mind boggling!). We had to put our credit card on hold so the charge would not go through. Yesterday we contacted a lawyer for guidance. And today I am starting to submit our experience to review sites and the social media. We will also be reporting this to the California Attorney General office. I have no more patience. Here are the key points: Turo sent us out in car with a failed battery and brake issues. We do not believe that the issues came from the brakes being brand new. This could have ended up potentially very dangerous for us since we had to cross Death Valley in a compromised car (and yes, Death Valley is one of Turo's advertised destinations in the region, see the offical site). Turo's regulations do not allow to drop off a car in a different location than where it was picked up. If you drive a distance away from your pickup location and anything happens to the Turo vehicle you rented, Turo can provide you with a backup vehicle, but you will need to drop it off where you picked it up. Turo does not have a solution on how to get you back to your starting point. It does not appear that Turo reliably knows the condition of the cars provided by their hosts. The car we rented had an old reconditioned battery in it (as confirmed by the host in writing) that failed us. We spent 15 hours total on the phone with Turo since. This is the combined time of speaking/ texting with agents and being on hold. We have copies of our phone records and all the Chat emails and screenshots. The Turo agents all were trying to be very helpful, I have to give them big points for that. But they could not help us because of the above mentioned Turo regulations and because the executive billing team was unresponsive. I asked to speak with an agent over the phone a few days ago, but Turo has changed their contact options. You cannot talk with an agent over the phone directly anymore. It is beyond frustrating to have a company just not respond when it comes to an owed and promised reimbursement. I also do not believe it is safe to drive Turo provided vehicles. I am sure there are many good, responsible hosts out there (like our first host) that take care of their cars and care about their guests, but the fact that we were sent out with a potentially dangerous vehicle leads to the assumption that there may be many more cars in their fleet out there that have not been appropriately checked for road worthiness. I would also urge Turo to check the remaining fleet of cars our host has with them. She claims to have 13 cars total working for Turo. And if a Turo representative reads this, the reservation number associated with this review is 14933768. You will see that all that I stated here is correct and has been reported to Turo several times.”

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Posted 2 years ago

“The advertised price for the rental is not same as the final amount without considering the car insurance (which I am not expecting truo to consider) but this is just not correct. Opened my account 5 mins back and as soon as I saw the final price even with out considering the car insurance is just too much. Don't fool people like this. Thank you.”

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Posted 2 years ago

“After my trip was over, I was billed for violating their smoking policy which DID NOT happen. When I asked customer service about it, they deleted my account”

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Posted 2 years ago

“All these reviews are on point. There are many reasons to avoid them and deal with a well recognized reputable company. Hidden charges, inexcusably poor support in times of need, and very poor quality vehicles. Why do you want this? I sure will not subject myself to this injustice any longer.”

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Posted 2 years ago

“They're pure theft and believe anything the other party says even if you have proof that the person is lying. I regret ever messing with turo and hope others avoid them like the plague”

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Posted 2 years ago

“Such a bad experience, they deduct amounts from your card without your permission! Will never rent from them again”

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Posted 2 years ago

“Everything was ok at first until I was lied on by 2 host for different trips claiming I was smoking in the car. The first one took pictures of some ashes. She wasn't even there to get the car when I dropped it off, her next client was so the pictures could've come from anywhere. She could've been the one smoking! Then another host claims I smoked in his car. I told turo things fall out of pockets. I left some chip crumbs but that's all. Both times they charged me and then after the second incident they closed my account for "smoking" these people are scamming for that smoking fee.”

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Posted 2 years ago

“Please don’t do it, it was the worst experience in my hole life, they took me 4K for a flat tire, unacceptable.”

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Posted 2 years ago

“Be very very careful from renting a Turo car rental from 210 Paterson Plank Rd Jersey City. These people are scam artist. Very very shady people. I never smoked weed and the people here hungry to make money scamming customers saying they are smoking weed in the rental car. If you rent a car here it’s on your own risk. Worst experience ever renting a car. Worst experience dealing with scam Artist. Don’t rent from this app and be very careful when dealing with hustlers at 210 Paterson Plank Rd garage. I will let my lawyer deal with this app and their scam artist hosts. Don’t rent from Turo. All these pictures below are the weed cigar guts that planted in the car after I returned this car.”

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Posted 2 years ago

“How about leaving a family stranded on the side of the road I rented a car from Turo May 26, 2020 to the car breaks down 240 miles away from my home in a completely different city outside of the city to be exact I called Touro and told them that the car broke down whole thing like he was willing to help host even stated I will make sure you get a full refund it is now June 18 and I have still not received a refund May 26 tow truck came I had to call Uber because me and my sons could not fit in the tow truck he van didn’t even know where to send the car I had to give him the house number to tell him to send the car back to the host after being stranded with two kids in a city that we did not live in I had to Uber to a hotel which cost me $44 I had to pay for a hotel that cost me $115 we stayed at the hotel but time I called Turo to get the car replacement the same day they’re closed I got the runaround we can’t give you the replacement until we know the tow truck driver has the car finally they confirm that the coach the tow truck driver has the car but by that time they’re close I called them oh offices are now closed so then I had to wait till the next day to call Turo I called Touro cannot receive a car replacement until 11 o’clock May 27 I had to spend another $44 to Uber to the place where the car replacement was pick up the car replacement everything‘s going well from Beyan the lady explained to me that we can give you a car here in Austin but we can I get you to Houston so then I had to pay for arrangements for me and my boys to get from Austin back to Houston Texas so then I had to pay for someone to come pick me up in Austin Texas take a time out of their schedule to come and pick me up which was another hundred dollars thankfully I knew them and they only charge me the gas there and back but still that was extra money that was coming out of my pocket I drop the car off at 11:48 they were car replacement was due at 11 o’clock which was stated from the customer service at 11 AM that morning to me that we were able to drop the car off at 11 AM without being charged the car was delivered to them at 11:48 I will still charged $164 on May 27 for the car being late and and the car being 26 miles over the mileage because I was lost in hill country due to the GPS being dropped I had to drive back the other way because the GPS had me going to different direction oh because the owner wanted the car back at a certain time I was then charged another $164 total then June 12 my car was charged again for another $10 for some unknown charges that I don’t even know of I called the representative he stated that they have to get permission from the host to get my refund h”

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Posted 2 years ago

“Turo is a scam..please be very careful when renting from them..It was the worst experience I ever had renting a vehicle..the vehicle was dusty and smelled of dust and old smoke I had to clean it and deodorize the vehicle and the host had the audacity to say the car smelled like smoke..now turo is trying to scam me for $250 very bad experience I will never rent with them again”

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Posted 2 years ago

“I was traveling to San Francisco and got confused by their app that is poorly built for phone use, I accidentally booked a car that was over an hour drive from the airport. It was a last minute trip and a last minute decision to ride with them since I had a good experience albeit expensive the first time. I canceled as soon as I noticed and TURO pops me with a $150 fee!!!!!! I already booked another car that turned out was more like a stolen porsche with a FOB that did not work, check engine light coming on and a non functional trunk. I could have lived with all of that, except customer service told me to take a hike and would not budge. Will NOT be using this service again, will not be buying into this. Good idea, bad execution, their reviews state it all!!”

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Posted 2 years ago

“Worst car rental experience of my life! Their insurance absolutely does not cover minor flaws in a used car. I took the car and the owner and I saw and I took a picture of how the roof spoiler was poorly fixed, but it did not seem so unreliable. Everything was fine, but on the 3rd day of the rental, the spoiler fell off on the highway, and I could not pick it up, because other cars simply ran over it. I reported this incident and thought that Turo and insurance would solve this problem, but it turned out that it was not! they billed me for $818!! That is, if you took an initially faulty car, know that you will not be covered for anything! Terrible service and customer service”

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Posted 2 years ago

Turo is rated 1.3 based on 793 reviews