Turo

Complaint: ***I am rejecting this response because: as I have stated in previous correspondence, I feel that Turo is not upholding its part of the agreement to provide coverage for a vehicle legitimately listed on its site.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/04) */
Regretfully, *** is no longer able to use the RelayRides service because she failed to show up for Booked rentals or cancelled those rentals with very little notice through our Park and Earn programRelayRides, per our Cancellation Policy,
does state that owners who repeatedly cancel or fail to show up for Booked trips may be removed from the service
In this case, *** failed to follow our policies and procedures both by suddenly canceling or failing to show up for Booked trips, but also did not follow our other policies (the owner is required to check the vehicle between every reservation the vehicle has, as well as be present at a reservation's start and end times to check the renter's driver's license)Due to the cancellation issues, the LAX Park & Earn program no longer would accept ***'s vehicles
The RelayRides support team offered to let *** use the general service if she agreed to our terms and policies again, including checking the vehicle between each rental and meeting up with rentersHowever, it was made clear that she would not be able to use Park & Earn at this time*** stated that she did not want to use the general service, just Park & Earn, and therefore that she wanted us to close her account if she could not use that serviceSince *** would not agree to our policies and was not permitted to use Park & Earn due to her repeated cancellations, we closed her account
In short, ***'s account was closed because she would not agree to our policies and termsUltimately, RelayRides cannot function properly for owners or renters if its users do not agree to abide by our termsWe are sorry for the negative experiences she had before this issue came up, but as they were unrelated to her failing to abide by our policies and she stated she would not agree to our terms, we felt it would be best for both *** and RelayRides that we part ways
Regards,
***
Customer Support Manager @ RelayRides

I’m sorry *** feels the late fee she was charged was unfairReturning a car late may inconvenience hosts, jeopardize another guest’s trip, and can have serious repercussions if an accident occurs because a car is no longer covered by a Turo protection plan after the trip’s scheduled end
timeWe understand that late fees can feel severe, but we feel they are in line with the seriousness of the issues late returns can cause
***’s trip was scheduled to end on April at 9amAt 10:05am, we received a phone call from the host for her trip reporting that the car had not yet been returnedThe host also reached out to *** directly via text message and trip messaging at that time, when the car was already an hour late to be returned, at which point *** notified him that she was running late due to bad weather*** completed the checkout process at 10:57amThis is the timestamp we used to confirm how late the car was returned
As outlined in our Late Return policy, guests will be charged $per hour with the smallest increment being one hour (i.eif a car is returned one hour and fifteen minutes late, the guest will be charge for two hours)In accordance with this policy and at the request of the host, we proceeded to charge *** $for returning the car nearly two hours late to her host
I’m sorry to hear *** felt unsafe driving the car she bookedWe take safety concerns very seriouslyWhen guests have an issue with a car, it’s important for them to report it right away, so we can assess the problemWe did receive two screenshots from *** when we looked into the late return, one of information on the car’s listing and one of the text message exchange between *** and her hostNowhere in either of these screenshots is there mention of an issue with the windshield wipersAdditionally, the trip photos *** submitted at checkout do not show anything out of the ordinary with that part of the carWe also have not received any other complaints or concerns about this car from previous or subsequent guestsAs there is no clear documentation of the issue, we are unable to substantiate ***’s claimIf she has additional documentation that we have not yet received, we are happy to review it
I apologize if the charges came as a shock to ***As noted in our Terms of Service, we reserve the right to charge the card on file for any fees that may be applicable after a trip, and the late fees are explained on our websiteWe do feel the late fee is valid and hope *** understands our reasoning
Best Regards,
***
Customer Support @ Turo
Tell us why here

I’m sorry to hear about ***’ experienceWhile we are extremely sympathetic to ***’ situation, these issues were reported to us after the last day of his tripTuro has a 24/support staff that is always ready to problem-solve when mechanical/safety issues are reportedI sincerely
wish that these issues had been reported at the beginning of or during ***’ trip, so we could have been able to refund him or find him a different vehicle -- and most importantly, prevent an unsafe and unsatisfactory trip
However, since the issues were reported after the traveler had driven the vehicle for days, our ability to correct the reservation is extremely limitedThe owner has already been paid for this trip, and we are simply unable to refund *** for a trip that was completedIn addition, the traveler drove over the allowed number of miles, as well as left the vehicle in a pay lot, and is responsible for these additional charges
I have reviewed all of our communication with ***, and his claim that we threatened to remove him from our community for writing a *** review is falseWe respond to *** reviews frequently, and often find that we can reach a fair resolutionHowever, due to some inappropriate behavior and complaints on the side of the owner, as well as a refusal to pay for the additional charges, it is possible that this traveler could be removed from our marketplace, and our agent explained this clearly
We do want to thank *** for reporting these issue to us, and we investigated this particular vehicle and owner for safety going forwardTuro takes the safety of our marketplace very seriously, so when mechanical issues with a vehicle are reported, we make sure to look into it extensively
Best,
***
*** *** * ***

Complaint: ***I am rejecting this response because: The host was unavailable and already agreed over the phone that he would lower the price because he did it previously and said he would lower it because I told him I was renting monthlyAlso on the th 19th the car was unavailable to book online , and the host didn’t pick up the phone for daysI sent him email on turo which turo left out asking when is he going to unblock it so I can bookStill no responseTuro also left out that left my number on the turo app for the host to contact meStill no answer from the host, this went on for daysOn the 5th day turo is also leaving out that I returned the car to address located on turo website and it was at a gas stationWhich also is against turo rules*** from turo almost made me leave the truck at a undisclosed gas station, lock the keys in the car, in a tow away zoneThat is all apart of the scamNot responding and leaving cars at areas where they get damagedI told *** I wasn’t going to be responsible if anything was to happen and I took pictures like he told and *** told me to take the truck and leaveI followed up and called everyoneEven *** couldn’t get the host of the carThat’s why he told me to leaveThe host asking me for money is also against turo policiesAll the violations and law as being broken is totally being ignoredI can’t return any vehicle if I can’t contact the host and if the car is blocked for me to extend I can’t pay for the carWhen you call turo they tell you to drop the car at a location even without speaking to the hostMany victims online have been fraudulently accused of damaging cars, insurance claims, and a list of other fees that could’ve been avoided if turo had customer protectionI did everything right and I had rented the truck over a month and I rented cars from the host in the pastPrevious cars didn’t even work proper and was dangerousMy name is on the turo site, and I’m not a criminalI work hard and won’t be projected as one because of an ongoing scam and glitch that needs to fixedSincerely,*** ***

I’m afraid that *** wants something I simply cannot give him, which is detailed information about our decision to remove him from the Turo marketplaceOur obligation is to maintain a safe and healthy marketplace for our hosts and guests, and to do so, we cannot share details of individual cases and/or our safety and security verification processes
In our email correspondence with ***, we did tell why we had to close his Turo accountWe let him know that his removal was tied to his sharing information or assets with a user who had been removed from the Turo communityDue to privacy restrictions, however, we cannot share with *** any specific details that our verification processes uncovered about this case
We certainly don’t want *** to feel dissatisfied with our responseWe also don’t want Turo users to feel that we don’t take safety, security, and privacy seriouslyWe doUnfortunately, our commitment to our community’s security means we are unable to provide *** with the information he seeks
Best regards,*** *** * ***Tell us why here

I understand that ***’s upset about this situation, but unfortunately I can’t change the facts or alter the outcome
*** says she was rushed through the vehicle pickup process, but the host’s car was parked in a valet lotHer host has multiple cars on Turo that he keeps at the same valet lot at Denver International Airport, so the valets there would be accustomed to the process of guests taking pre-trip photos before accepting the vehicle*** doesn’t say that she tried to take photos and was prevented from doing so, so I’m not sure in what way she was not “allowed” to take pictures
The fact that *** did not take any pre-trip photos documenting the vehicle’s condition is at the heart of this issueShe says the chips to her host’s windshield were pre-existing but can offer no photographic evidence to show that to be the caseHer host, on the other hand, did take photographs of the car before the trip began, and those show no damage to the car’s windshield*** says the chips in the windshield were small and that’s why she didn’t initially see them, but in the six days that she had her host’s car, she never mentioned them to himIt was only on the day that she returned the vehicle did *** let her host know that the windshield was chipped and had cracked
Again, I can understand ***’s unhappinessIt’s never convenient or a happy circumstance when a vehicle you’re driving is damaged*** has closed her Turo account, refuses to pay for the damage to her host’s vehicle, and blocked her email so that she can no longer receive messages from our Claims staffWe hope she will reconsider her position and honor her financial responsibility
Best,*** *** * ***

Initial Business Response /* (1000, 5, 2015/12/15) */
We're sorry that [redacted] is not happy with our parking ticket policy. I see that our representatives informed him that Turo does not compensate for late fees associated with unpaid parking tickets. This is largely because most counties ...

including Los Angeles County send unpaid ticket reminder pieces of mail to the owners of vehicles who have unpaid tickets. In this case, we were informed of parking tickets that had occurred in August and September of 2015 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 tickets. Our 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 $50.00 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 tickets. However, 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

Initial Business Response /* (1000, 5, 2015/10/14) */
We appreciate you reaching out to us about this issue. Unfortunately, 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 membership. While 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 community. This 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 experience. We wish you the best of luck with your future car-sharing endeavors!
Regards,
[redacted]
Customer Support Manager @ RelayRides
Initial Consumer Rebuttal /* (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 user. That way people will know better if they are eligible or not without going thru much hassle.

It’s clear that [redacted] has found this experience to be frustrating. I can add a little more information here that I hope will clarify things.
[redacted] says that she had to send multiple emails in order to get a response, but when I look at the history of her correspondence with us, I can see that she sent four emails to us all on April 19. Turo strives to respond to emails within 24 hours or less. While I can absolutely understand [redacted] wanting to have her concern addressed quickly, sending multiple emails within such a short time frame can actually confuse things as multiple agents, each responding to one of her emails, may end up addressing the same issue. Before we could respond to her emails, [redacted] called our Emergency line asking that her concern be addressed. The Emergency line is not meant to handle billing issues, so the agent let [redacted] know that someone would be responding to her emails.
As for the hold on [redacted]’s account, she did issue a chargeback with her bank for a trip she had booked in January. When a guest issues a chargeback -- that is, disputes a charge on their payment card --  Turo receives notification that the charge is under investigation and has 24 hours to decide whether or not to refund the cardholder. If no refund is issued, the bank takes the funds back from us and refunds the cardholder while they investigate the case. When we receive a chargeback alert, we put a hold on a user’s account, which is what we did with [redacted]’s account. In this case, either [redacted]’s bank or [redacted] quickly closed out the dispute, no funds were taken from Turo, and the case auto-closed. This is an extremely rare circumstance. That being said, Turo should have removed the hold from [redacted]’s account at that time, but we missed it because of the quick change in the chargeback status and the auto-close. On April 29, we were able to verify via documentation from our payment processor that the chargeback had been dropped, and we immediately removed the hold on [redacted]’s account; she was then able to book a trip on our platform.
I am very sorry that this oversight caused [redacted] frustration and prevented her from booking a trip. The circumstances were out-of-the-ordinary, but we’re happy we were able to resolve the issue for [redacted] and that she’s been able to book another trip with us. By way of apology for any frustration or wasted time this has caused, we’ve provided [redacted] with $50 of Turo travel credit. This will apply to [redacted]’s next Turo trip or extension automatically.
I hope [redacted] sees and appreciates that we truly want to do the right thing, and she feels as though she has been heard and her issue addressed.
Best,
[redacted]
Customer Support @ Turo

Complaint: [redacted]I am rejecting this response because: You're still just making assumptions. You 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 it. Then 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 place. That is terrible business practice. Turo 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 pictures. Why 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 rented. Its straight up dangerous from a consumer stand point. Turo is just trusting people to list their cars without any knowledge of proof of what the people are actually renting out. The 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 happens. Then Turo finds a way to hold no liability and it all falls back on the car owner for not being honest? Thats called a scam. So far Turo has done nothing but collect money, and claim no responsibility in any way. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/15) */
We are very sorry for [redacted] unfortunate experience with RelayRides However, the situation was of his own making as he knowingly misrepresented the vehicle he had listed in order to evade detection by RelayRides in violation of our policies...

and terms of service.
[redacted] contacted our Customer Support team on May 5th, 2015 requesting to list some expensive exotic cars on our marketplace. We informed him at that time he could not list any car with a market value above $75,000. After he contacted us and learned that his cars were ineligible to be listed on RelayRides, he fraudulently misrepresented his 2015 GT-R (with a value above $75,000) as a 2009 GTR (with a value below $75,000) in order list his vehicle on our marketplace on May 19, 2015. Had he accurately described his vehicle, he would have been given notice (again) that his car was ineligible and would not have been able to create a vehicle listing. As [redacted] is well aware, our website does not accept 2015 GT-R vehicles on the marketplace. Regretfully, listing a vehicle with false information is a violation of our policies and terms of service. Knowingly misrepresenting your vehicle in order to get it on our marketplace voids any protection you would otherwise receive from us.
[redacted] rented the car out to a customer in June of 2015, and unfortunately the renter failed to return the vehicle on June 7th. We know that this is a terrible experience, and in these incredibly rare situations we always try to do what's right for our customers. Despite his misrepresentation, our Trust and Safety team worked closely with [redacted] and with various law enforcement agencies and officials in order to attempt to retrieve his vehicle.
Because [redacted] misrepresented his vehicle in order to list it on the marketplace, his protection was voided and we are not obligated to compensate him for the vehicle.
We've been in touch with [redacted] multiple times since June 7th. We believe [redacted] has since retrieved his GTR, or has received an insurance payment and has replaced his GTR. Once again, we regret that this situation happened, and wish that [redacted] had been honest with RelayRides so both parties could have avoided this unfortunate incident.
Kind Regards,
[redacted]
Customer Support Manager @ RelayRides

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 page. I 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 consumers. This is manipulating people. I asked why they deleted my review, they said "it contained personalized information". Personalized information is when I leave phone numbers, addresses, etc. There was no personalized information. And 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 so. I think this is discrimination. 
Sincerely,[redacted]

I’m sorry to hear [redacted] received a charge for excess mileage that was not what she expected. The mileage allotments do vary depending on how long a guest has the car. We apologize if [redacted] did not realize the mileage limits that were associated with her trip.
 
As cars decrease in value...

depending on their mileage, we allow hosts to specify the distance they want their car to be driven and give them the opportunity to determine the overage fee that best compensates them for that depreciation. Hosts set mileage limits per day, per week, and per month, and a weekly rate may allow for less miles than a daily rate. When guests determine the length of their trip, they will see the mileage limit change on the listing before they book.
 
[redacted]’s trip was twelve days. While the daily mileage allotment was set at 200 miles, that limit did not apply as [redacted]’s trip was longer than a week. After [redacted] set the dates of her trip, she would have been shown the total mileage allotment was 1,875 miles. She should also have received this information on her receipt, and she can view it on the trip details in her Dashboard on Turo.
 
The host for [redacted]’s trip documented the mileage at the start of the trip as 31,186 miles and the ending mileage as 33,682, making the total distance [redacted] traveled 2,496 miles (621 miles over the mileage allowed for her trip). As noted on the host’s listing, each mile over the limit costs $0.55. At the host’s request, we charged [redacted] $341.55 for the miles driven over the limit plus a 3% processing fee of $10.25.
 
I know the mileage limit process can be a bit confusing. I apologize that [redacted] was not able to reach someone right away to have it explained thoroughly. A Customer Support representative did reach out to [redacted] last week regarding the issue. I hope that helped. If [redacted] still has questions, I encourage her to reach out to the Customer Support representative she was working with for further assistance.
 
Kind Regards,
 
[redacted] [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 24 hours. This 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 information. I sent a support message in addition to this. A person called [redacted] confirmed receipt of this evidence. This was the official protocol to send over my evidence to support this counter-claim. I followed all forms, attached documents on the website and more. You claimed you didn't receive ANY evidence and acted upon this assumption without contacting me. As of March 7th 2018:You have now confirmed receipt of this information. I'm not sure where it was, or how you lost it, but I'm glad it's found. I would appreciate some justice given these findings.Secondly,The video evidence is 150MB, it will not attach to an email. I have uploaded it to [redacted]. Please confirm download and receipt of this original footage. Again, it was a rainy day and early in the morning, but pausing the video at the correct moment will show the damage. If there was indeed no damage, you would not see anything at all. But pausing this video at the correct moment, as indicated in the pictures, will show this. The 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 quickly. You give people 24 hours to respond and provide all proof. This is not enough time. If evidence is not provided within this tight deadline, you take the money automatically. This is not right. People should be given 7-14 days AT LEAST. People cannot expect to drop everything, no matter their situation, and respond within 24 hours. This is not right. I would like [redacted] to understand this and I would like this to be changed for others in this situation.Lastly,I have provided evidence now. Despite losing it, it's clear you have it now as I have linked the RAW video footage here. I 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 place. I will also include them here for [redacted] reference.This is a zip file of 5 (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 evidence. I'm not sure why Turo send out an email for me to provided evidence, only to not check this information later... However, 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-claim. This is exactly what I did, and I did do this within 24 hours; despite the harsh deadline. I expect somebody to review this evidence and provide justice in this situation.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
Photos we’re not previously made available. Now that I have seen the dash board it is clear that would not require $55 worth of cleaning, but a light wipe down at most. Did the owner of the vehicle assume $55 in damages, if so, I would like the receipt validating the charges he incurred.  Turo, I feel is taking advantage of customers with Administrative fees and charges unsubstantiated by receipts. I know that the admistrative fees are not a lot to a giant company like Turo, but it is a lot to people like us. Again, please provide verification that it cost $55 to wipe off the dash board or refund at least administrative or total charge that I incurred.

I sincerely apologize for the experience [redacted] has had. I understand her frustration, and I apologize that we are unable to disclose more information regarding her membership.
I can assure [redacted] that Turo does not discriminate against applicants based on race, gender, age, sexual preference,...

country of origin, or any other identifying characteristics; however, we do reserve the right to refuse membership to anyone, and in [redacted]’s case, we declined to offer  membership after performing a thorough internal review of her application.
I’m very sorry that [redacted] feels we are discriminating against her. I guarantee that is not the case, and I am sorry for the inconvenience.
At this time, we have carefully reviewed [redacted]’s case, and I see that the verification team has declined to renew her membership. Per Turo policy, we are not able to release the details of our review process. I understand that this is not the answer [redacted] is looking for, and I apologize that I can’t offer more information. The eligibility requirements from the Turo website can be found here, for [redacted]’s review. I hope they are able to help her understand our decision. [redacted]
Best,
[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 vehicle. According to our records, at 11:40 pm on April 17, 2018 -- 10 minutes after her trip had ended -- [redacted] messaged her host...

saying that she would like to extend her trip. She messaged him again 44 minutes later with the same request. The 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 30 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 do. And at 3:15 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 1:51 pm on April 18. The return time was more than 10 hours after her host asked her to return the vehicle and more than 14 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 time. If the request is not accepted by the host, guests are required to honor the originally-scheduled end time. Late 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 unprotected. Also, 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 fee. I 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,
[redacted]Customer Support @ Turo

I’m sorry to hear about the issues [redacted] has had with her Turo account. We 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 website. We 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 safe. In [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 time. It’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...

I’m sorry [redacted] feels as though he was not treated well by Turo and his host. The information he shares here does not quite match up with the information we have documented, so I’m happy to walk through the situation.
[redacted] booked a trip in his host’s vehicle for February 12 to February 19....

On February 16, [redacted] contacted his host to ask if he could reduce the rate for his vehicle, but his host declined and reminded him that he had already reduced the rate for him when he initially booked the car. The next day, [redacted]’s host asked him if he wanted to extend his trip, and [redacted] again asked for a discount. And he asked again the following day. His host declined. [redacted] then asked for a discount for just two days because he was low on funds, and his host agreed with the provision that [redacted] would be charged in full when he extended the trip beyond those two days. To accommodate [redacted], his host blocked the vehicle listing so he could make it available only to [redacted], and no one else could book it.  
[redacted]’s original reservation ended February 19, but he did not extend the reservation on the 18th as he and his host had planned. On February 20, [redacted] contacted his host to say the he had fallen asleep and that’s why he didn’t extend his reservation. He then asked his host if he had any cheaper cars.
Given the arrangements that they’d made, [redacted]’s host was under the impression that [redacted] had booked additional days in his vehicle. When he discovered that [redacted] had not officially extended his trip via the Turo platform and still had the car, he sent several messages over the course of two days trying to get in touch with [redacted] and asking him to return his car. [redacted] eventually responded by sending the host his phone number and asking him to call. Two days later, [redacted] messaged his host to say that he had been unavailable to take calls because he had left his phone in an [redacted].
Despite the messages from his host, [redacted] did not message him back to arrange to drop off the car. On February 25, [redacted] contacted Turo support and said that he hadn’t been able to get in touch with his host to drop off the car. To facilitate the return, the Turo agent arranged for [redacted] to leave the car at a drop off point where a tow truck would pick it up and return it to his host.
The car was finally recovered five days after [redacted]’s original reservation had ended. There were a number of consequences to [redacted]’s actions. [redacted] did not have his host’s permission to keep the car for an additional five days, which caused his host understandable stress and concern as to the location and condition of his vehicle. Also, because [redacted] did not extend his trip with the vehicle or book a new one through Turo, his host’s car was not covered by a Turo protection policy during the five additional days that he had the vehicle. Had it been damaged in any way, Turo would not have been able to cover the claim because no vehicle protection plan was in place at that time. Finally, Turo incurred the cost of a tow truck to recover the vehicle since [redacted] did not return it to his host as scheduled.
[redacted] was charged for the additional five days the he kept his host’s car as well as for failing to return the vehicle with the same amount of gas it had when he picked the car up. Those charges are valid and appropriate, but, as he says here, [redacted] is unwilling to take responsibility for these charges and has disputed them with his bank.
It’s unfortunate that [redacted] is unwilling to pay for the five days that he kept his host’s car and for the gas used during the trip. There’s nothing punitive or harsh about these charges. They are simply what is due to [redacted]’s host based on the unexpected, additional time that [redacted] kept the car. We hope he will reconsider his position and honor his responsibility.
Best,[redacted]Customer support @ Turo