Turo Reviews

Name: Turo
Rating: 1.26

1.3 Rating 794 Reviews

6 %

of reviewers recommend Turo

Company Reviews

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Metrics

1.3

Based on 794 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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“I've used Turo 3 times but will never use them again! Take lots of detailed pictures before and after! The host can claim damage up to 24 after they accept the vehicle back. I took, what I thought, were good pictures before and after (the vehicle had previous damage which I documented in the pictures). I turned the car in to the host in person and he inspected and accepted the car on the spot with no problems. Hours after the trip ended the host, who took no before pictures as required by Turo, reported damaged (the previous damage that I documented in photos). Turo would not work with my insurance company. My insurance company found no fault on my part so they denied the claim. I corresponded with Turo through both phone and email and I never spoke to the same person twice while they frequently contradicted themselves. After I disputed the damage, trying to prove there was already documented previous damage, Turo sided with the host and charged my card on file over $1100 after I gave them written notice I did not authorize any additional charges and froze my card. Apparently, the before pictures i posted in the app when I picked up the car were not enough to prove I was not at fault even though the host took no before pictures to reference. Beware and take LOTS of detailed pictures.”

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Posted 3 years ago

“BY FAR THE WORST CAR RENTAL AGENCY! IF U ARE READING PLEASE SAVE YOUR TIME & MONEY! We rented a vehicle from Turo on my bday weekend. The car we rented out from the beginning of our trip had a battery light on, which we immediately informed the car owner. He stated it was fine & he knew about it. We took the car and not even 24hrs of us having the car it broke down on us & ruined reservations that we had that day. We had to call a tow truck driver to pick up the vehicle. No refund was given back to us. THIS IS WAS SO FRUSTRATING, WE PAYED FOR 3 DAYS AND THE VEHICLE DID NOT LAST NOT EVEN A DAY. WE SHOULD HAVE GOTTEN A REFUND!”

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Posted 3 years ago

“The worst customer service ever. Would you trust renting a car knowing you have NO support from Turo? If you are lucky you have it from the owner but it's not obvious. I insert the wrong card payment and requested to delete it - a very simple request. I followed up 4 times every 7/10 days. It's been now 6 weeks. The card is still there. Unprofessional & incompetent people. I deleted the account hoping my card got cancelled too. Lastly you don't know the real price until you are at the end when you have to pay. It's just a waste of money - rent from a rental company that you sleep assured”

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Posted 3 years ago

“Horrible company, horrible customer service.”

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Posted 3 years ago

“Unethical scam artist! They’ll lie to you and anything else to get you to pay their INFLATED fees then leave you stranded! We were taken advantage of by a seller who wanted new tires, they canceled our insurance on the car & charged us double what they’ll cost and closed the amount until we paid it. We then paid it after personally getting confirmation that our account we gain full access again after payment and they closed the account soon as we paid. Nobody can be trusted, they’re all pawns used to lie to you for a single person behind a computer to screw anyone who expects fairness. I wouldn’t recommend them if it was FREE”

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Posted 3 years ago

“Turo customer service is the worst to deal with. We got a flat tire in Glacier National Park and the car doesn't have a spare tire. The park ranger had to take us to a bar outside the park for us to get a cellular service. They told us that we shouldn't leave the car. So in this case, we're supposed to stay with the car, in the middle of the park that has 900 bears and no phone service?! We called customer service at 10 PM and still dealt with them until 10 AM. They said they sent a tow truck, so we waited for 2 hours outside the bar in the cold to find out that the tow truck canceled on us because Turo didn't pay them. We called again, getting transferred and disconnected here and there. We paid for insurance, so we follow protocol and waited. The towing company canceled again, so we ended up waiting for 6 hours in the cold outside when it was 36 degrees. Then, we gave up on them and call a tow truck on our own because they promised to reimburse the cost. Furthermore, they said the tow truck they sent is on their way while we've been waiting overnight outside where they put our health and life at risks. In the end, they hesitated and told me that they will not reimburse my money. Overall, this company doesn't want to take responsibilities and only care about making profit instead of taking care of their customers. I'd suggest people to pay a little more for more reliable service.”

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Posted 3 years ago

“Three weeks ago, my family and I booked a car with Turo. It had 5 star reviews and high quality photos to showcase the quality of the car. Fast forward to just yesterday evening, we drove to meet the host at his home and pick up the car, around 5p. Upon our arrival, the host had the hood up with a rag in hand, doing what seemed to be some last minute cleaning and mechanical check ups. We took our initial photos, browsed the car to see if it matched the photos. We noted a few damages here and here (nothing major, just minor scratches or dings on the outside) that the host stated he was aware of. We began our trip. 30 minutes in, the check engine light comes on and the car starts to ding in intervals of 5-10 for like 30s. We ignore it as it stops quickly. We contacted the host, as we were still driving, and he assured us that the check engine light was on just because he hadn’t had a chance to reset the dashboard prior to our trip. As we continue to drive, we notice ants on the headliner, the steering wheel buttons not working, and the side door windows to adjust the side mirrors didn’t work as well. We contact the host again, and he lets us know he was aware of these issues. 2.5 hours into our drive and the car stops switching gears, and my bf notes that the transmission seemed to be failing and 2 other lights show up on the dashboard. It is now starting to get dark, and we were traveling from ATL to TN up a mountain. We pull over and start to evaluate how we would like to handle the situation. We message the host again, and he continues to be unresponsive. After pulling over 3 times, contacting family to meet us as we were sure we would not be able to drive the car back to ATL (after deciding to turn around and return the car to the host), we also contacted the Turo towing service, customer service, and our host (again!) .. all unresponsive for at least 30 minutes. It’s now dark, and we are in the middle of no where.. not the safest location for individuals that are unfamiliar with the area and that are driving a car that essentially isn’t working. We finally get in contact with customer service and they provide us some options - due to us not feeling comfortable waiting at night for over 2 hr for a tow truck, we decide to slowly drive the car back to the host.. about 2.5 hr, with our family following us. Turo assured us we would not be held responsible for any further damage done to the car during our return as they were clear that the mechanical issues occurred before our booking. Upon arriving to the host’s home, now at 1:30a, he was unresponsive. He was aware of our many issues, was aware we were in contact with customer service, and was even aware that we would be returning his car in just a few hours. Customer service told us to turn his car off and lock his keys in the car outside of his home. They worked with my bf on the phone for over an hour... they were able to reserve us another car for the next morning for us to still reach TN, for an additional $20. The host contacts us the next morning, probably 12 hr after the incident, charging us $50 for not filling up his tank, and not refunding us the $40 for the duration of the time we “used” his car. Turo has no form of system to check the validity or accuracy of posts. If so, we would have been made aware of these mechanical issues prior to booking, and simply not booked with the host, OR the host would have been unable to book in general. The host was only worried about making money and had no intention on providing quality and a safe service. DO NOT BOOK WITH TURO THE HOST IS JOSE, FORD FUSION 2013 IN ATL”

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Posted 3 years ago

“In July we rented a vehicle through Turo while visiting Colorado. At first the experience was great, we met with the owner’s son at the airport and went on our way towards Estes Park. The next afternoon we drove the vehicle to Bear’s Lake and after walking around we went to return to the vehicle and we’re unable to get it started. We first thought the key fob had died but after a few short minutes the entire vehicle was dead. We were able to have someone jump us. Upon doing so warning lights came on to “check engine”, “check all wheel drive” and to contact a dealership. Given our location we were forced to drive the vehicle to the entrance of the park so that we would have service to contact the owner. Upon driving the vehicle it began to lurch violently so we pulled off at the first point we could do so safely (not even 1/4 of a mile from our original parking lot). We were able to contact the owner and the owners son regarding the situation and it was decided that the vehicle would be towed. We were guaranteed a full refund of our costs with the agreement that we’d pay what we had used in gas. We were then left in a National Park, with three young children, with a thunderstorm coming and no means of transportation. Luckily we were able to get transportation from the park to our condo and the next day had to find transportation to Boulder to obtain a new rental car. After our trip we received a refund of not even 1/3 of our total costs. When we inquired with the owner he stated he had told Turo what had happened and it should’ve been a full refund. When we contacted Turo regarding such we were informed that because the owner of the vehicle chose not to profit from our trip we were limited in what could be refunded. When I explained the situation leading up to and the difficulties it caused us they then stated that they would reduce the “trip cost” as we benefited from a full day use and their investigation resulted in that the vehicle was safe to operate and we could have done so. Their price reduction was then what they would normally charge for a “day trip”. I then sent videos of the vehicle’s condition showing that it was in no condition to drive and stated I would pay 1/5 of our total original fee (given the one day use and ignoring the fact we ended up having to pay more for another rental car) but they have been unwilling to assist. In response they stated that they’d provide us with a $30 credit to be used for the future. Not only am I disappointed in the way this was handled by the owner and Turo I’m concerned with that Turo allowed the vehicle to be operated and attempted to state that it was safe for us to continue driving that day.”

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Posted 3 years ago

“Imagine paying for a service and not receive a proper service, and never get your money back, this is what this company is all about... I do not recommend this website to anyone due to their poor service, we had to deal with a very unpleasant host and her broken car and we received no support from Turo. if they don't give you any customer support what is the point of using them, right? first off you can't even talk to anyone, so imagine in middle of my trip I had to deal with a crazy host and Turo through the chat! what a waste of time!! at the end, they said the host is upset and they closed the case based on her statement, I kept telling them that I don't have the car anymore as the battery was dead and the host had to pick it up 3 days earlier than our schedule time but I'm still paying for the car till end of my trip and would like to get a refund for those days that I won't have the car and they said yeah, the case is closed so no refund!!! imagine paying for the service that you don't even have! unbelievable!!! all I can say is they won't last in business with a horrible customer service that they have. I can not believe such a service exist. so basically they never returned my money and closed the case!!!! never had such a terrifying experience,,,,”

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Posted 3 years ago

“I just booked my first trip with Turo.com. Not a good experience so far. The first vehicle host decided to cancel on us leaving us a short time to find another vehicle quickly which we were able to do however, the host was an hour away which was very inconvenient. Then once my husband brought the vehicle to our house I was able to check it out (I was working and could not go with him) Upon opening the door I was assaulted with the horrible smell of Marijuana which, if you don't know, smells a lot like skunk. I spent 5 hours on my phone being bounced from one department or another trying to get another vehicle for our trip for five hours. I had to live chat several times, phone calls several times and several e-mails. Well, there was no help and I am now stuck with a nasty smelling, disgusting vehicle for a very long trip at an extremelyhigh cost. I am so disappointed in the whole experience. I would give zero stars if I could. The customer service people were all very polite and apologetic but not one of them knew what to do or how to help me. I wasted a ton of time and am still no further ahead.”

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Posted 3 years ago

“Horrible company, horrible platform, terrible customer service and unfriendly hosts. I rented a Jeep for4 days and returned it 4 hours early. They had the nerve to charge me an extra day and a $20 late fee! Consumers- stay away from this business; Rental Car Companies - don't try to buy this business, they are a poison pill that will destroy your business; Investment Bankers - run like hell from these guys.”

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Posted 3 years ago

“I had my first experience with Turo this past weekend. When I went to pickup the car, the host was not there for me to ask any questions on the 2011 Nissan Maxima, instead I had to get the keys from a coworker. Upon turning the car on there were lights on the dashboard (traction control and no air bags). Not knowing if this was faulty since there was no host and I had to get on the road I proceeded with the trip. About an hour into the trip water from the air conditioning started leaking into the footwells to the point where if you stomped your foot you could visibly see splashing. On the way back from the trip, low tire pressure notifications kept popping up from a cracked rim every hour after refilling with air. Eventually, I was stuck in the middle of nowhere in Ohio far away from tire shops and civilization to get this issue fixed. There was no towing nearby, and this cracked rim issue caused a delay of 5 hours in the trip. It turns out the rim was an awkward size and different local tire shops would need a replacement order that wouldn't come for a couple of days. What I ended up having to do is go to a local welder and WELD the rim back shut, then proceed to get a new tire as well since the cracked rim was ripping up the tires inside. Once the wheel was repaired, the stability control light had gotten turned off, meaning the car was given with a wheel that was causing the light to turn on in the first place. This 5 hour delay in the trip caused me to have to take an additional day off of work as well as push the ""return date"" for the car (an additional item I was charged). Eventually I made it back home to NJ and dropped off the car (once again the host was not here for the drop off). Thinking at the bare minimum it would be reasonable for Turo to refund the unexpected costs due to the unsafe car they rented me, I reached out to Customer Support multiple times on the matter. Their response is that the refund is up to the discretion of the host, who clearly wasn't acting in good faith since the beginning of my trip. So why would he refund me in the first place? This is a situation Turo needs to take into their own hands and they are refusing to do so. I am extremely concerned that they are ok with this car continuing to be listed on their site due to the level of seriousness they took my inquiry - they gave me a $50 credit to use on my next Turo trip thinking that would resolve the matter. The responses were also copied and pasted canned statements, with broken english sprinkled in (they refuse to get on the phone with you, they only let you talk to them through chat and email). That credit is going to go to waste, and I highly recommend anyone reading this to stick with a proper Enterprise, Avis, anyone else who takes full ownership of the maintenance policies they have in place.”

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Posted 3 years ago

“Turo is bad news! Hertz, enterprise, Alamo etc have dropped their prices. Bugos fees from turo, and they await any error from u so they can charge u even more. Guests and hosts suffer, while turo aims for the money only. I pray this company quickly shuts down. Very exploitative and dubious customer service. It doesn't even pay well playing ur car on tiro for renting; some hosts then seek dishonest options to charge customers. Tueo is baaad business!”

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Posted 3 years ago

“First of all, I want you, readers, to know that I started my trip with an open mind and happy about my vacation in Honolulu. Let start by saying that the price was very low, but not without its problems. The first problem was that I had to pay $70 for the car to be dropped at the airport. A friend recently put her car on this site, and she said that the vehicle is left in the airport garage, and she leaves money for her customers to pay for the parking when they leave the parking site. Anyways, I started walking towards where the car was supposed to be, but I hit the freeway and walking with three children at 11 pm probably not a great idea, so I called a cab that charged me $10 to get me to the rental, which was in a very dark street in the middle of nowhere. I was exhausted, so I drove to my Airbnb in a car that was very almost asphyxiating due to the smell of gas. The next day we visited museums with the windows open; I barely used the car all day. The following day, we took a more extended trip to the beach, and we saw cockroaches. There were coming from everywhere in the car. I communicated with the owner because in the Turo website is the first thing they ask you to do. Well, I sent him this "I'm disappointed with the state of the car. First, there is a strong smell of gas or similar that is overpowering, and we have to travel with open windows, and second, your car has cockroaches. I'm not sure if you're aware of this, but it is very ..." (disgusting, sickening, unsanitary, well add your adjective). " It is too late for me to find another car, but I'm not happy about all these problems." He said he would exchange it and asked someone to bring a car and take the filthy one. The friend said, "I'll be there at 8:30 pm," but at 8:30 pm, she said she'll be late. I didn't make a big deal about it; besides, I just wanted for the car to be gone. During the day, two big cockroaches walked through my legs, and another one fell practically on my daughter's mouth when she was drinking water, but that is not all; my son killed around ten cockroaches in 20 minutes. She called and said that she was downstairs waiting; when I drove the car, the tire was flat, and when I went to get the spare instead of a tire, there was garbage. I asked her for her spare, and she said she didn't have one, so I communicated with the owner, who said to call Turo. I was not in any rush, and I could have waited until the next day to change the tire, but he told me to call Turo's roadside assistant. I waited until 1 am for the car to get picked up, and I could not move. To make this story shorter. I called Turo, but they said that they could not talk to me and just text with me about any problem. I texted them, and I told them about the cockroaches. I sent them the pictures. I told them about the state of the car and all the bad things that happened. They said I am sorry we can't help you. You didn't call us the first day. I said I got to the car almost at midnight, and the only thing in my mind was to sleep. Besides, in your rules, it says contact your host, and that is what I did, and they said "Well, we are sorry, we can't help you" I have been without a car for two days. Turo billed me for over $200 for towing that was not my idea, and denied me my money back because they don't know how long the cockroaches were there. The cheated rises dearly, and now I have to rent a real car for double what I paid in Turo and pay Turo's roadside fees. This company doesn't care about the guest; it just looks out for the host, so be aware. They don't look for solutions; they just give you the runaround, and then there are the car owners who rent trash in bad tires.”

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Posted 3 years ago

“I had a terrible experience in renting a car in miami, the car was leaking coolant, the engine overheated very quickly and I heard the engine whistling, I was only refunded a small part of the equivalent money for the remaining days in which I would have to use the car, not only did I have to lose all my Sunday evening with not very helpful customer service but I also had to pay my own expense for the car for the following two days .I really like the turo application but I think customer service in case of problems is not helpful and leave customers unsatisfied, I would like to use the application much more often but if customer service does not take care of customers in case of problems and customers have to solve problems by paying more I think I’ll stop using the application.”

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Posted 3 years ago

“I've used turo multiple times in the past and had a great time. HOWEVER I am writing this review while being stranded on the side of the road for 7 HOURS while 6 months pregnant. I rented a car and drove it 200 miles to a national park as planned, but had the car break down out here. The man who rented me the car has actually been as helpful as possible, but I've been transferred to 10 different turo agents because obviously none of them know how to help and don't want to deal with it. There is no one that can actually offer any help and I'm getting scared how long I'm going to be stranded, and scared I might also miss my flight home. The only thing they could offer me was to cancel my trip. But still charged me for this day, that I've spent on the side of the road in 100 degree heat while 6 months pregnant. I'm honestly terrified. This is also a last hope that someone from turo can help me get home.”

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Posted 3 years ago

“This was my first and last time to rent from Turo. The prices werent much cheaper than any rental company. Lots of fees and unclear policy. I'll stick to major rental companies just to be safe.”

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Posted 3 years ago

“THEY NAILED US FOR $600 TOWING FEE NOT EVEN FOR THE CAR WE RENTED!!!!!! TURO was no help and sided with the scammer. We were just scammed in FL, got a different car than was listed but same model/make thought nothing of it. No one met us at delivery, cars left in car, car open, at end of the week we dropped car off at parking garage at airport, instructed to do the same, leave keys in car and unlocked, many hours later get a call from lady, where is my car, told her exactly where car was parked, more hours go by, she threatens to call police, so we immediately do and tell her so...moments later, states car was towed for illegally parked, then changes it to abandonment, then damage on rear light....next day, tries to stick us with a $600 towing charge, and then says car was towed mid week and we abandoned it!! We had car entire week, car towed was one we were suppose to receive and didn't, Tuto sided with her and changed our acct $600, we have videos of the car being driven different dash etc. They sided with her prior to us being able to deliver any pertinent information we had. DO YOUR SELF A FAVOR STICK WITH HERTZ, ALAMO ETC, they may be more money but won't scam you they are a reputable company unlike Turo!!! Top it off the lady we did get car from had good reviews, I suppose those were fake too! BEWARE things on TURU are not what they appear to be FAKE reviews, scam artist ETC. makes it tough or the legit ppl trying to rent their vehicles and customers.”

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Posted 3 years ago

“You treat ppl with bad credit like criminals... If i have a clean 22 yrs old driving record and i m paying upfront for your service, the onlt conclusion i have after you rejected my booking is that you think im gonna steal thecar or drive off with it, like a criminal I will tell all my griends the worst about your company”

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Posted 3 years ago

“Never use Turo! The owner of the car never replied and we couldn’t use the car at the last minute. We were stuck in Dallas with no car for a while. The Turo customer service took forever to contact. Once we did contact them, they did not cover the balance of a different rental for a reasonable rate. They could only offer me a much more expensive replacement car. I cancelled my rental and used Uber for less. And, I am still waiting on my refund from Turo days later.”

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Posted 3 years ago

Turo is rated 1.3 based on 794 reviews