Turo

I hear that [redacted] feels frustrated with the circumstances under which she incurred a late fee for returning her host’s car past the scheduled trip end timeI do want to share a little bit more about the timeline for ***’s extension that I think will explain this issue In viewing the conversation between [redacted] and her host, I could see that [redacted] informally asked her host via Turo messaging if she could extend her tripThat was at 6:pm EDT May 7, While it’s true that a host must approve a trip extension request, that approval must take place via a formal extension request submissionIn other words, rather than messaging her host at that time, [redacted] could have submitted a trip extension request via the platform, which her host could have then accepted or declinedOnce her host had accepted that formal request, the extension would have been in place At 7:pm on May 8, ***’s host contacted her via Turo messaging to say that she was welcome to extend her tripThe next message that [redacted] sent her host was more than hours later at 9:pm May 9, less than a half an hour before the scheduled end timeShe said at that time that she was trying to contact customer support to extend her trip In reviewing the history of ***’s contact with our customer support, I could see that she did not contact us until May -- the last day of her trip -- to try to extend her tripWe don’t have any records of [redacted] calling us, as she mentioned that she hung up before she could be connected with an employee, but we do see that she didn’t try writing to us until shortly after the trip had already endedI can’t speak to the reason why [redacted] waited to try to extend her trip when she knew two days prior to her trip end that she would need the car for a longer period of timeAnd while I do regret that there was a longer-than-usual wait time to reach a member of our support staff, [redacted] did have the option to hold until someone was able to take her call Still, in light of the long wait time that [redacted] experienced, we have removed the administrative fee associated with this late chargeAs of now, [redacted] has chosen not to pay the late charge, but I hope she will honor her commitment to her host and pay the outstanding balance Best, ***Customer Support @ Turo

Complaint: [redacted] I am rejecting this response because: Per verification guidelines I qualify under every requirement This deactivation is due to discrimination, if it is not per the company's own guidelines I am verfiied as the user and driver of the cars I rent, have a good reviews in every experience, and have never missed a payment I would like to know what the company's ruling is, due to the fact that I have been renting from them for years and none of my information has changed, unless someone has hacked my account and I would like to be informed for security purposes, as they have access to my bills, address, photos, credit card information, etc.Sincerely, [redacted]

At this time, we are waiting for the claims associate to gather the required information to settle this caseWe do have time-stamped photo documentation of the damage from the owner, and the dent in the hood is also visible in the post-trip photos uploaded by the travelerThis was initially difficult to determine due to glare, but when the photos are compared side-by-side we can see that the dent is in the same locationWe do have deadlines for when damage is reported, and the owner reported the damage the same day the car was returned We ask that all claims be reported in writing and through our claims toolOur claims agents do not typically handle claims over the phone until they need to reach out to the parties as the claim progressesThis is why calling a claims representative was not listed as an option from the beginning In this case, our claims agent has diligently reviewed all documentation from both partiesWe are currently waiting for the final estimate from our third-party inspectorWe will then reach out to the traveler to discuss the next steps Again, I am sorry that this has been a frustrating experience, and I thank the traveler for her patience through this process Best, [redacted] Customer Support @ Turo

I’m sorry to hear about the experience [redacted] has had with his Turo accountI understand it’s frustrating to not have a specific reason why his account was canceled When we review an account, we are looking to see that the member meets our eligibility requirements, but also that they are upholding the Terms of Service as posted on our websiteWe found that [redacted] 's account had to be deactivated In [redacted] ’s case, he had previously used our service and subsequently reversed the payment for his trip, which caused his original account to be suspendedHe later created multiple accounts to circumvent this holdAs all of these are policy violations, we are unable to approve his membership I can assure [redacted] that the process is thorough, and deactivating an account is not an action taken lightlyWhile we’re not able to offer any additional details beyond what we have been able to provide here, we do wish [redacted] well in the future Kind regards, [redacted] Customer Support @ Turo

Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ We're sorry that [redacted] is not happy with our parking ticket policyI see that our representatives informed him that Turo does not compensate for late fees associated with unpaid parking ticketsThis is largely because most counties including Los Angeles County send unpaid ticket reminder pieces of mail to the owners of vehicles who have unpaid ticketsIn this case, we were informed of parking tickets that had occurred in August and September of only in late November and early December The City of Los Angeles, along with many counties across the country, usually sends reminder messages in the mail before issuing late fines with parking ticketsOur policy on parking tickets is that we do not compensate owners for late fees associated with parking tickets, although we do compensate for the base cost and charge that to the renter In [redacted] 's case, I have provided an additional $to his owner's earnings as it appears he was not aware of this policy earlier, to help offset the late fees caused by these unpaid ticketsHowever, due to our policy on late fees, we are not able to compensate him for the full late fees I do apologize for the inconvenience this may cause! Kind Regards, [redacted] Customer Support Manager @ Turo

Complaint: [redacted] I am rejecting this response because: Turo is still making up excuses and lies about not have valid registrations and license platesI have provided all official documents showing otherwiseI can also provide all evidence showing that the traveler parked the car in the wrong location Turo's policy does not exempt Turo from their responsibilityWhen I rent a car out, I formed a contract with TuroThe traveler who rent my car also formed a contract with TuroSo when the renter parked the car in the wrong location and thus caused all the towing expenses, Turo has the responsibility to make the traveler pay, or first reimburse my expenses and then seeking subrogation from the traveler At very least, I have not done anything wrong yet I have to shoulder $of towing expense result from other peoples mistake when I use Turo's serviceThis just does not make any sense Sincerely, [redacted] **

I looked into [redacted] complaint to see what the messaging between her and her host had been, and whether or not her host had agreed that she could extend her trip in his vehicleAccording to our records, at 11:pm on April 17, -- minutes after her trip had ended -- [redacted] messaged her host saying that she would like to extend her tripShe messaged him again minutes later with the same requestThe vehicle was already late, and [redacted] host did not send a message agreeing that she could keep the car past the scheduled trip end [redacted] had submitted a formal request via the Turo platform to extend her trip roughly minutes before the trip ended -- a necessary step for properly extending a trip -- but her host did not approve her request, which hosts are not required to doAnd at 3:am on April 18, 2018, [redacted] host sent her a message asking her to please bring the car back as soon as possible, reminding her that the car was no longer covered by insurance because the trip had ended [redacted] continued to ask her host if she could keep the car, and he said that she could not and again asked her to bring it back [redacted] returned the car at 1:pm on April The return time was more than hours after her host asked her to return the vehicle and more than hours after her trip had officially ended In order to properly extend a trip on Turo, an extension request must be made by the guest and accepted by the host before the scheduled trip end timeIf the request is not accepted by the host, guests are required to honor the originally-scheduled end timeLate returns are very problematic because, as I mentioned earlier, vehicle insurance expires at the scheduled end of a trip, so cars that are kept beyond that time are unprotectedAlso, hosts may have another trip booked in their vehicle, and a late return can seriously inconvenience another guest who is scheduled to travel in that vehicle [redacted] doesn’t dispute the fact that she returned the car late, but as of this writing, she has chosen not to pay her host the late feeI hope she will take this opportunity to review the messaging between herself and her host and decide to honor her commitment and pay the late fee Best, ***Customer Support @ Turo

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I refuse to accept this as a reasonable explanation as to why you charge me for the damagesYour proof is invalidYour statement, "As previously noted, we authorized the claim in this case because the damage was clearly the result of the incidents on the trip, all of which were accurately documented on time.", is not true and you should pay attention to more detailFirst of all, the photos of the "damage" were sent much later AFTER the issues was resolvedThe "damage" to the back seat can not completely try out in your so called 24-hour reporting periodIf the owner picked the car up in such timely fashion and reported the "damage" within your 24-hour timeframe, then where are the photos of the "damage" WITH the date and time stamp? EVERY SINGLE PHOTO Turo sent me has a date and time stamp EXCEPT the ones of this "damage"If the "damage" is not Turo's fault then it is the owners fault; either way, this should be between Turo, the owner of the car, and their insurance companies; not me or mine Turo is simply ripping off customers and unwilling to work to solve any issueI am proof, and unfortunately, one of many Sincerely, [redacted]

I’m sorry to hear about the issues [redacted] has had with her Turo accountWe understand it can be frustrating not to be given a specific reason as to why an account has been deactivated When we review an account, we look to see that members continue to meet our basic eligibility requirements, as well as are upholding the Terms of Service and Policies as posted on our websiteWe do our best to be thorough and fair in our investigation, but we do err on the side of caution in order to keep all members of the marketplace safeIn [redacted] ’s case, unfortunately our determination is based on her driving record I apologize that we’re not able to offer more specific details at this timeIt’s not our policy to disclose the details or findings of our review process While we stand by the decision to deactivate [redacted] ’s account, we wish her the best Kind regards, [redacted] Customer Support @ Turo Tell us why here

Complaint: [redacted] I am rejecting this response because: THE CUSTOMER SERVICE IN THIS SITUATION WAS IN FACT HORRIBLE AND I DID END UP RECEIVING MY REFUND FEBRUARY 2ND MY BANK MAKES FUNDS AVAILABLE AS SOON AS THEY ARE RECEIVED SO THE REFUND WAS NOT RECEIVED UNTIL FEB 2NDI AM THOUGH WITH THIS PROCESS THIS WHOLE CRAP WAS A HEADACHE AND I WILL NEVER ACCEPT THEIR RESPOND BECAUSE THEY SHOULD CARE ABOUT THEIR CUSTOMERS MORESincerely, [redacted] ***

We are sorry to see that [redacted] was unhappy with our customer supportIt appears that this situation has since been resolvedThere was a mistake applying the reimbursement to [redacted] account that was correctedThe refund has gone through and the ticket has been closed We apologize that there was a delay responding to [redacted] inquiriesThe representative who was assigned to this case from the beginning became ill and was out of the office for a few daysWe did not respond to [redacted] during this time, and will work to re-assign open cases when this happens in the future We hope [redacted] is pleased with this outcome and continues as a valued member of the Turo community Best, [redacted] Customer Support @ Turo

I’m sorry [redacted] is unhappyThe information he shares is not entirely accurate or complete, so I’m happy to talk through the issue here [redacted] picked up his car from his host at am on January 6, He says that the car shook badly if he drove it over mph, but he did not turn around and return the carInstead he kept the car for the duration of the trip and contacted his host about a refundWhen [redacted] wrote to Turo Customer Support about this situation, we confirmed with his host that she had promised him a refund (there was no record of a conversation between [redacted] and his host about this issue in the Turo app), and then we fully refunded [redacted] for the tripThis was all carried out smoothly and without delay [redacted] contacted us at 12:pm on January about this issue, and one of our Customer Support agents responded to him minutes later letting him know that he had processed ***’s refund [redacted] says that Turo does not care about the safety of its guests, but nothing could be further from the truth [redacted] did not contact us at any time during his trip to let us know that he felt the car to be unsafeHad he done so, we would have offered him roadside assistance and worked to find him a new vehicleInstead, he chose to keep the car for the entirety of his booked trip and only reached out to his host to arrange for a refundWhile that’s certainly his prerogative to do so, it doesn’t really put him in a position to judge Turo’s commitment to their guests’ safety In fact, we let [redacted] know that after he reported the safety issue, we reached out to his host to let her know that we were restricting her car until she could submit proof that it had been repaired and was again in safe working orderThis is the protocol we follow any time a guest has a safety concern about a vehicleIn this case, the host had the necessary repairs made and submitted evidence of those repairs as requested in order to be able to offer her car again on Turo [redacted] says that his host breached their agreement when she submitted for payment the toll charges he incurred during his tripSince there was no written record in the Turo messaging app of the agreement [redacted] and his host made, our Customer Support team had no way of knowing whether or not he and his host had agreed that [redacted] would not be charged for tolls, so they followed protocol and reached out to [redacted] for payment of the tollOnce we heard from [redacted] and were able to determine who was meant to cover the toll costs, we did not charge him for the tollA host has up to days to submit a toll charge, so yes, the case did reopen when ***’s host submitted new toll information, but again Turo found in ***’s favor, and he did not have to pay for the toll I can appreciate that sorting out the toll situation may have been frustrating for ***We gave him $travel credit for the inconvenience and because we value him as a guestUnfortunately, a full trip refund of $37.40, no toll charges, and $travel credit did not satisfy ***He demanded compensation in the amount of $462.20, which he says he is owed for the inconvenienceTuro simply cannot pay him this amount as it is no way reasonable given the situation and the refund and credits we have already given ***When we told [redacted] that, he then asked for $travel creditWhen we declined, he then tried to bargain with us for $travel creditWhile we’re sorry [redacted] had some difficulty with his trip, we feel that we and his host did everything possible to compensate himBest, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Turo still continues to ignore the fact that we were not the next drivers after the photo in question was takenWe did not receive this photo I have scanned all emails and do not see any images sent from Turo other than the ones from the company assessing the damageWithout a photo from the car during or before hand off with my wife and I at the location at the airport they have no concrete proof any damage was done by usFor the emails in question I did receive a claims email on the 19thThe owner of the car never tried to contact me and I thought this must have been an error because on the 22nd I got another email with a question about how my claims experience wentSince these were both copy and paste messages I again thought this was a glitch because no 500$ deposit had come out of my bank account and no one had tried to contact me about resolving this personallyI showed lots of proof to Turo during this month and a half experienceAnd no I did not know about any app as this is my first time and figured my videos and photos taken would be fine since we received the car with the damage(Attached are emails and the complete to the claims experience question) Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ We appreciate you reaching out to us about this issueUnfortunately, RelayRides takes our security very seriously, and after a thorough review of the information you supplied during your account verification, our trust and safety team determined we are unable to offer you membershipWhile I'd like to further explain that while we would like to let you know the details of this rejection, explaining the details of our security system inherently ruins their ability to safely protect our communityThis is the reason why we are unable to explain the nature of your rejection in further detail We do recognize that the cancellation you experienced was very inconvenient and very unusual, and we are sorry for the whole negative experienceWe wish you the best of luck with your future car-sharing endeavors! Regards, [redacted] Customer Support Manager @ RelayRides Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company should have been upfront with their requirements and even have a pre-scan of driver's license before registering the userThat way people will know better if they are eligible or not without going thru much hassle

Complaint: [redacted] I am rejecting this response because: You're still just making assumptionsYou have no proof And what kind of business is Turo running? By the sounds of it, one could list any piece of junk car they want too, and just lie about itThen Turo willl stilll collect the money no matter what, unless something happens? Then they actually start doing their jobs and due dillegence that they should have done in the first placeThat is terrible business practiceTuro is just banking on no accidents happening and making money from it I still want to know where the money went that both myself and the renter paid for insurance coverage? Can anyone explain that to me? There would be no argument here, if Turo had any actual proof They're just guessing and then saying I should of taken picturesWhy is there not a requirement to take pictures of the oddometer before its listed? Wouldnt that make things iron clad? There are so many assumptions and holes in Turo's business practice, its horrific They have no idea the kind of cars that are being rentedIts straight up dangerous from a consumer stand pointTuro is just trusting people to list their cars without any knowledge of proof of what the people are actually renting outThe wheels could literally be falling off my car, and the car would not even be drivable, but Turo would approve it to be rented anyways, collect money from it, until an acciident happensThen Turo finds a way to hold no liability and it all falls back on the car owner for not being honest? Thats called a scamSo far Turo has done nothing but collect money, and claim no responsibility in any waySincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Not only Turo refused to issue a refund, they had already deleted all my reviews that I left under this rental car review pageI think this is illegal to only keep positive feedback and delete negative because then consumers think that this car is actually is in excellent condition, and they do not have a chance to read a real stories from other consumersThis is manipulating peopleI asked why they deleted my review, they said "it contained personalized information"Personalized information is when I leave phone numbers, addresses, etcThere was no personalized informationAnd when I asked to send me a link to leave another review, because I feel I do have a right to do so just like any other customer, they refused to do soI think this is discrimination Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: All of my evidence was filled out and provided via the following link: https://turo.com/resolutions within hoursThis link was made available in an email titled: "Turo - [redacted] reported damage and we need your help"I spent over an hour filling out this informationI sent a support message in addition to thisA person called [redacted] confirmed receipt of this evidenceThis was the official protocol to send over my evidence to support this counter-claimI followed all forms, attached documents on the website and moreYou claimed you didn't receive ANY evidence and acted upon this assumption without contacting meAs of March 7th 2018:You have now confirmed receipt of this informationI'm not sure where it was, or how you lost it, but I'm glad it's foundI would appreciate some justice given these findings.Secondly,The video evidence is 150MB, it will not attach to an emailI have uploaded it to [redacted] Please confirm download and receipt of this original footageAgain, it was a rainy day and early in the morning, but pausing the video at the correct moment will show the damageIf there was indeed no damage, you would not see anything at allBut pausing this video at the correct moment, as indicated in the pictures, will show thisThe video is timestamped and will coincide with the time period when the rental was collected at the START of the trip[redacted] Thirdly,My problem here is that you require all evidence too quicklyYou give people hours to respond and provide all proofThis is not enough timeIf evidence is not provided within this tight deadline, you take the money automaticallyThis is not rightPeople should be given 7-days AT LEASTPeople cannot expect to drop everything, no matter their situation, and respond within hoursThis is not rightI would like [redacted] to understand this and I would like this to be changed for others in this situation.Lastly,I have provided evidence nowDespite losing it, it's clear you have it now as I have linked the RAW video footage hereI would like to also include the pictures I screenshotted from the video with clearly show the initial damage to the vehicle BEFORE rental via Turo took placeI will also include them here for [redacted] reference.This is a zip file of (FIVE) images, clipped from the timestamped video, which was recorded before rental, showing proof the damage was pre-existing: [redacted] I have also attached these images here To summarize,I understand Turo may have jumped the gun on this one as the agent dealing with our request didn't have our evidenceI'm not sure why Turo send out an email for me to provided evidence, only to not check this information laterHowever, there IS a process for a counterclaim (Unlike the comments in this thread on [redacted] made by Turo) and the process for a counter-claim WAS sent to me by Turo (I can email evidence if needed)The email stated to visit https://turo.com/resolutions and provide evidence to support our counter-claimThis is exactly what I did, and I did do this within hours; despite the harsh deadlineI expect somebody to review this evidence and provide justice in this situation Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: You did not take photos at the drop off site either There is no way to tell if the chips happened prior to dropping off the car I did not report the chips earlier because they were almost unnoticeable until they spread into cracks due to the cold weather in Aspen at which time I notified you immediately I am willing to settle this for 50% of the amount you have requested And yes, I removed everything about Turo as I do not want to ever use you again I am appalled at the way this has been handled I am an honest person, and if I had made the chips/cracks I would take responsibility for it Since you cannot prove that the chips did not happen between the time the photos were taken and you dropped off the vehicle, 50% of this at least is your responsibility.Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12839112, and find that this resolution is satisfactorySincerely, [redacted] ***