Turo

Complaint: [redacted]I am rejecting this response because: Turo does not explicitly state that [redacted] is the only acceptable report during the process of adding a car. I understand that Turo does state this in other places on its website, but these articles are multiple levels deep in its support documentation. It is not reasonable for a company to assume that a consumer or customer will read through each and every support article prior to using its service or purchasing a product. When I went through the process of listing my vehicle on Turo, I honestly had no idea that [redacted] had listed my car as a total loss. As mentioned in prior correspondence, I was under the impression (because of an official [redacted] report) that my car had never been claimed as a total loss. As I added my car, I checked the box labeled "My car has never had a branded or salvage title." because to my knowledge and according to [redacted], my vehicle has never had a branded or salvaged title. I even clicked on the question mark to get more details. The additional details state, "A branded or salvaged title indicates that a used vehicle has sustained significant damage and/or may potentially be unsafe to drive. Vehicles that have ever had these titles are prohibited on Turo." (see attached screenshot of Turo's website).
 
Turo does not state anywhere in this process that the only report it will accept for insurance purposes is a [redacted] report. Because of this, I feel that my vehicle was honestly and correctly listed on Turo.com. I am simply asking Turo to honor the contract entered into when my car was listed on its site and when it was rented out and covered by insurance and damaged.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:. I have spoken to customer service numerous times before and they did not assist in resolving this issue.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]

We appreciate [redacted] being in touch and are sorry that this has been a frustrating experience  for him. After reading [redacted]’s complaint, our Senior Customer Support Manager reviewed the evidence he submitted of his host’s offer of unlimited mileage. It turns out that while the host had...

changed the allowable daily mileage for the car to 100 mi/day prior to [redacted]’s booking the vehicle, he had failed to remove the words “unlimited mileage” from the vehicle’s description -- thus the misunderstanding about exactly how many miles [redacted] was permitted to drive the car during his trip.
Given the compelling evidence that [redacted] presented and with a clearer understanding of the issue, on May 11 we refunded [redacted] the $363.38 he was initially charged to cover the cost of the distance overage. Depending on how his bank handles travel-related transactions, he should see that refund in his account in three to five business days.  
We also contacted [redacted]’s host, and they have fully updated their listing to reflect the accurate mileage limits allowed on the vehicle. I want to apologize again on behalf of Turo and thank [redacted] for his patience while we sorted out this issue. I also want to offer a reminder that, should a guest ever be unsure of the allowable mileage for a trip, they can see it displayed on the checkout screen before they finalize their decision to book a vehicle.
Best,
[redacted]Customer Support @ Turo

Complaint: [redacted]I am rejecting this response because: the 2 things they said they offer me was never offer.  Let alone was never mention when I was texting there customer service. Also tried callin the company and the company will not answer there phones. Besides that yes they would know my political beliefs because they had me use my [redacted] page which I have stuff on that page supporting president trump. The only response I got from there customer service was I was rejected and they wouldn’t give me a reason of why and the two things they said they offer were never offer. 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 satisfactory. Sincerely, [redacted]

We appreciate hearing from [redacted] so that we can address the issues she raises. Since she has two concerns, I’m going to address them one at a time.
First, let me start with the mix-up about the delivery fee. I looked at [redacted]’s listing, and she does offer delivery for $30 within a 10 mile...

radius, so it was confusing to hear that one of her guests reported being charged $20 for delivery. I read the messages that [redacted] and her guest exchanged, and [redacted] offered her guest the choice of picking up the car at [redacted]’s place of employment or around what she referred to as her “original location.” There was no request for or offer of delivery in those messages. I looked at the invoice for the trip and saw that [redacted]’s guest was not charged for delivery, which is why [redacted] didn’t see or receive that fee. If [redacted]’s guest wishes to contact us about this, we’re more than happy to confirm it directly with her or him.
If [redacted] did deliver the car to her guest and reaches out to us with documentation, we would be more than happy to pay her the delivery fee.
As for [redacted]’s unhappiness about our level of customer support, I went through some of our recent email exchanges with her to try to
assess the problem. She contacted Customer Support just once in September and rated her experience as “Good, I’m Satisfied.” She was in touch with us twice in August and rated one of those experiences as “Good, I’m Satisfied.” The other was unrated. With a more recent email with our staff, it looks like she was having some difficulty receiving our email responses, and she rated that ticket as “Dissatisfied”. I went back as far as April, which is when [redacted] joined Turo, and didn’t find any Customer Support interactions that she rated as “Dissatisfied” other than her contact with us in early November. Turo has four offices where our Customer Support staff are located spread throughout the world. If at any time [redacted] or any of our Turo customers feel as though they’re having difficulty communicating with a support agent for any reason, they may simply ask to be transferred to another agent.
Finally, in looking into [redacted]’s most recent email exchange with us, I did see that it took us longer than our goal of a 24-hour response time to get back to her. For that, I sincerely apologize. The volume of emails we receive varies day-to-day, and while we strive to respond to our members as quickly as possible, there are those occasions when we fall short. We continue to learn from experience when those peak traffic times are, and use that information to improve our staffing and response times. Given the success that [redacted] has had so far as a host on Turo, I hope she will stay with us as we grow and continue to be in touch when she has a problem. We value the feedback from her and from all of our members as it helps us refine and improve our product and processes, which makes for a better Turo experience for everyone.  
Best regards,[redacted]Customer Support @ Turo

I am incredibly sorry to hear about all of the difficulties [redacted] had with this guest. This is far from a typical experience on Turo, and it is certainly not the kind of experience we ever want a host to have. While we have a number of verification processes in place, there is no way for us to...

anticipate that a guest who passes our verification checks will behave in such a disrespectful way. This kind of behavior is extremely, extremely rare, and again I apologize to [redacted].
Let me quickly address the last part of [redacted]’s complaint first. When I checked on her account, I saw that on January 3, we reimbursed [redacted] $37.50 for her guest’s late return of her vehicle. 0n January 8, we paid [redacted] $500 to compensate for the additional mileage her guest drove above and beyond the mileage limit [redacted] had set. On January 8, we also reached out to [redacted] to let her know we would compensate her $250 for the smoking damage to her car. We asked [redacted] to send us her cleaning receipt within the next seven calendar days, as per our policy, so we could then process that reimbursement for her.
When it comes to the damage to [redacted]’s center console, the problem is that we have no way of knowing what condition it was in before [redacted]’s guest picked up the vehicle. We ask guests and hosts to take “pre” and “post” trip photos of the car for exactly this reason. While [redacted] did take several pre-trip photos of her car and uploaded them to Turo, none of those photos showed the center console. [redacted] did later send us a picture of the center console but because it wasn’t uploaded before the guest’s trip began, we cannot confirm that it was taken prior to the guest taking possession of [redacted]’s vehicle.  
When it comes to the damage to [redacted]’s rim, we’re presented with a similar situation. We have no way of knowing whether or not this damage occurred during her guest’s trip. It’s understandable that [redacted] doesn’t have pre- and post-trip photos of the damage to her rim. As she says, it’s not in an area that’s visible without removing the tire, and she’s certainly right about that.  
Despite the lack of photographs, we could have worked with [redacted] had she reported the damage in time. To protect guests from being held responsible for damage that occured after the end of their trip and to help ensure that hosts are regularly checking their vehicle’s condition, Turo requires that damage be reported within 24 hours after the trip end.
[redacted] says she assumed the problem with her tire leaking air was that it simply needed more air, and that’s why she didn’t report the problem to us right away. If there was any problem at all, [redacted] should have reported it to us. If it turned out to be simply a case of a tire needing air, then the issue would have resolved itself. Had it been something more, we could have addressed it. But in this case, [redacted] waited several days to contact us. I understand the reasons she shares for getting in touch so late, but by doing so, she asks us to assume without evidence that the damage to her rim was caused by her guest. In fairness to her guest and all guests, we cannot make those kinds of assumptions. We have no way of knowing who was driving the car during those days when the damage went unreported and what might have happened to it then.
I’m sorry that [redacted] is unhappy with the outcome of this situation. As noted above, in every case in which she followed our policies regarding timelines and documentation, we held up our end of the agreement and reimbursed and/or paid [redacted]. When it comes to treating our users fairly, Turo does everything possible to protect both hosts and guests. In this case, [redacted] is (understandably) looking at the situation only from her point of view. We have to consider both sides. That’s what our policies allow us to do and why we work so diligently to adhere to them. Once again, we sincerely apologize for the poor experience [redacted] had.
Best regards,
[redacted]Customer Support @ Turo
Tell us why here...

I am very sorry that [redacted] is unsatisfied with our resolution regarding his smoking claim. In order to honor a smoking claim, the support team needs to see either of the following: Photo evidence (ashes, cigarette butts, etc.), or the signed checklist along with an admittance to smoking on the...

checklist; in the absence of having a checklist, we’d expect it in the trip messaging.
 
Unfortunately, we only received the signed checklist, which did not mention or acknowledge a smoke smell. The email that was sent to [redacted] informed him of the evidence we need in order to honor a smoking claim, but the messaging could have been clearer.  For that reason, we have decided to refund [redacted] for half of the cleaning reimbursement. We can also see from the trip messages that the traveler denies smoking in the vehicle. The checklist itself does not suffice as evidence, as it does not prove that the traveler smoked in the vehicle unless the owner and traveler both acknowledge the smoke issue on the checklist.
 
There is no concrete evidence that smoking occurred in the vehicle; this is why we c[redacted]ot rightfully charge the traveler for a reimbursement cleaning fee. However, we have reimbursed [redacted] for half of the cleaning charge out of our pocket, and we feel that issuing this reimbursement considering the lack of evidence.
 
Once again, I am sorry for this inconvenient experience.
 
Best,
 
[redacted]
[redacted] [redacted]

I’m sorry [redacted] was unsatisfied with our earlier response. As I initially pointed out, we have an article in our Support Center titled “Branded, salvaged, and other vehicle title eligibility,” the very first sentence of which reads: “You may not list a vehicle with a branded title or one with an unclean [redacted] history on Turo.”
[redacted] says it’s not reasonable for Turo to expect users to read each and every support article. Fair enough -- users must decide for themselves how much they want to educate themselves about Turo’s policies and processes. Hosts are listing a valuable asset on our platform, so our expectation is that they would want to be well-informed. Our Insurance & Damage Policy information seems like something they would want to read, and we again state the need for consulting a [redacted] report in this section. It’s also included in one of our most frequently read articles, “What cars do you accept?”
There are a number of important things that people considering listing their cars on Turo should know. It would not be practical nor user-friendly to include all of those as part of the vehicle listing process. The information [redacted] overlooked appears several places in the Turo app and on our website. It’s not our intention nor is it in our best interest to hide important policy information from our users. We made the information clear and available; [redacted] needed to do his part and be an informed user.
Best,
[redacted]

I’m sorry to hear about [redacted]’s experience renting through Turo. I understand his disappointment in not receiving a refund for a trip he was unable to take. In this case, a no-show cancellation was applied after [redacted] did not arrive at the pick up destination on time, and we stand by that...

decision.
 
Cancellations without notice are not subject to refunds under the guidelines laid out in our Terms of Service. While I understand [redacted] did not formally cancel the reservation, he was unresponsive to both communications from the car owner and Turo’s Customer Support, which resulted in the designation of a no-show cancellation. The owner waited over thirty minutes before contacting Customer Support and an additional fifteen minutes after Customer Support reached out to [redacted] before the owner could not wait any longer, and the trip was canceled. As a courtesy to [redacted], we refunded him the $29.85 protection fee, although typically a traveler no-show does not come with a refund.
 
I know this result is not what [redacted] would like given his intention to complete the rental; however, due to the late arrival for pick up and lack of communication, the decision to adhere to this outcome is in line with Turo policy.
 
I apologize again for the frustration.
 
Best,
 
[redacted]
Customer Support @ Turo
Tell us why here...

Complaint: [redacted]I am rejecting this response because:
This is not true. I didn't rent my car in Ny. My last trip, I handover the keys in Ny but because ustomer requested it within the last minute. They are talking about all of my listings, so why they didn't do anything until now? They took from me 25% insurance fee. If they don't provide insurance, they should never allow me to rent the car. We are not talking about my all listings. We are focused on my last rental which was rented in Nj and had accident in Nj. You can see accident report as attached. He was on his way to drop off the car in Nj. He rented in Nj and supposed to return in Nj. There is no solid proof that car was rented in Ny. Renter came to me in one hour with [redacted] and he drive back to Nj with [redacted] to pick up my car. So car was rented in Nj. Had accident in Nj. Turo is scam insurance company that charges everyone premium and then don't willing to pay for the damages based on their scam investigation. If you contact [redacted], he will also tell you the same thing. He came to me in rush to pick up the keys and went to pick up my car from Nj because I was in Ny at that time and car was in Nj. So legally car was rented in Nj. You can't just run away from responsibility based on your assumptions. Even big insurance companies not scamming you this way. This is your renter who rented my car and you have to pay for my car. Your renter ruined my car and I'm a student who is trying to pay his tuition with Turo. Now they runaway from their responsibilty. I urge everyone to not deal with this business because they are good when you generate money for them. Once you cost them money they will turn their back to you. So I'm not agree with their statement and I will go to court and make them pay for my car.  And I will use every public tools to make myself heard. People should know what they do and take caution. Usa is no place for scammers.Sincerely,[redacted]

I’m sorry to hear about [redacted]’s experience after his recent trip. Late fees can be very surprising, and it must have been frustrating to wait so long for a response from Customer Support. We do our best to respond to all customer inquiries as quickly as possible. During high volume periods, it...

can take some time to get to every ticket. I sincerely apologize for the delay.
I’m happy to say that after further communications with Customer Support, [redacted] received a full refund for this late fee. We received conflicting reports regarding the car’s return, but [redacted] was able to show us documentation that the car had been returned on time. We apologize for the confusion regarding this issue.
I would like to thank [redacted] for his patience as we reviewed and resolved the situation. We apologize again for the inconvenience.
Kind regards,
[redacted]
Customer Support @ Turo
Tell us why here...

I’m sorry that [redacted] found the claims process to be frustrating. Turo did its best to process his claim as quickly as possible, and he has since been paid for the damage to his car.
When [redacted] reported the damage to his vehicle, our Claims agent let him know that he could either resolve the...

claim directly with his guest or have Turo handle the issue, and we asked him to get back in touch with us within 24 hours to let us know of his decision. Three days later when we hadn’t heard back from [redacted], we closed his claim because we thought his failure to respond to us meant that he had decided to work things out with his guest. A month later, [redacted] got back in touch to ask for an update on his claim. His Claims agent explained the misunderstanding and immediately reopened his case.
[redacted] provided a damage report from his repair shop, and his Claims agent asked that he also get from his mechanic a diagnostic report that indicated the cause of the damage. [redacted] twice resent the damage report but did not include a diagnostic. He told his Claims agent that he was unclear what she wanted and asked if she would contact his mechanic directly. She agreed.
The Claims agent called the main number at [redacted]’s repair shop several times between January 25 and February 5 and never got an answer or an answering machine. Finally, she asked [redacted] if he could provide any other contact information for the repair shop, and he sent a direct number with extension. The Claims agent was able to leave a voicemail message and also sent an email. Finally she made contact with [redacted]’s mechanic and was able to move the claims process forward by getting a repair estimate from our independent appraiser and putting together a payment. On March 12, we emailed [redacted] to let him know that we were paying his claim in the amount of $2,389.55.
I agree with [redacted] that this process took longer than any of us would have liked. However, it’s inaccurate to say that Turo was trying to delay the process. Had [redacted] responded to our Claims agent’s very first email to him, the process would have gotten underway immediately, and had he provided us with a diagnostic report from his mechanic as requested, the whole challenge of our getting in touch with someone at his repair shop could have been avoided. I say this not to blame [redacted] in any way, but to point out that our normally quick claims process was slowed down because of some bumps in the road to resolution. Ultimately, we were able to pay [redacted] for his claim and hope that this serves as proof that the process does work.
Regards,[redacted]Customer Support @ Turo

Initial Business Response /* (1000, 5, 2015/11/12) */
We're sorry that [redacted] feels this way about our marketplace. When [redacted] Booked her rental, she agreed to our policies and Terms of Service; she also was provided with three different protection plan options Premium, Basic, and Decline. In...

each case, she was informed what each insurance protection plan offers. The Premium insurance provides liability protection up to $1 million dollars, and a deductible for $500 for comprehensive and collision protection. This means with Premium protection, a traveler would only be responsible for the first $500. Our Basic protection offers liability insurance matching the minimum state requirement of the state the vehicle is registered to, and a deductible of up to $3,000. This means the deductible for the protection plan is $3,000; a traveler would be responsible for $3,000, but nothing beyond that. Finally, if a traveler Declines protection, they still receive the minimum liability protection of the state, but is fully responsible for damages to the car itself.
A potential traveler is always shown these details when first booking a trip with Turo. In [redacted]'s case, she selected the Basic protection plan after being informed of the $3,000 deductible and the liability insurance details.
While experiencing an accident or damage during a trip is never fun, [redacted] did select this protection plan after being informed of its potential limitations (namely, that the deductible is $3,000). Per our claims process, [redacted] was charged an initial $500, although we did not charge anything more than that. During the claims process, we capture that amount initially, and then either charge more or refund part of it depending on how severe the damage is. For reference, we charge travelers based on how much the damage actually costs, and in the event we need to work with different insurance companies (such as in the event of a car accident), we also charge up to $500 as a processing fee. Information about the claims process is available in a step-by-step format on our FAQs, which is found here: https://support.turo.com/hc/en-us/articles/XXXXXXXXX-What-happens-when-there-is-...⇄ and here:
https://support.turo.com/hc/en-us/articles/XXXXXXXXX-What-happens-when-a-claim-g...⇄
However, the owner of the vehicle in question, after initially filing a claim with us, decided to revoke his claim in order to work it out with [redacted] directly. Once the owner did so, we refunded [redacted] the $500 we had charged as part of the claims process.
Given [redacted]'s dissatisfaction with this process and her request that we cease contacting her, we did close her account and removed her from our contacts list per her request. Again, we're sorry about the poor experience she had!
Regards,
[redacted]
Customer Support Manager @ Turo (formerly RelayRides)

Complaint: [redacted]I am rejecting this response because:
I am attaching everything that they say was not sent (copy and paste) I am attaching the original emails that I had to Print to be on full pages. I have proof that the email was sent to [email protected]. (Check top of both emails) The original email was the booking conformation and the second which followed was the summary of the car rental. They continue to pass blame on others when if you look closely at the attachments it has the dates they were sent and to whom. I have still not been paid for my rental. As for what Turo has paid so far on the repair, they make it seem like the are doing me a favor or "finally" paying on what we agreed on. The original complaint was filed on 3/9/2018 Turo then sent a email that they would release the funds on 3/15/2018. At that point not sooner they decided to respond to the complaint on the Revdex.com. I don't know what else they will request or say that I did not send. Long story short they need to pay for my rental like they stated they would. The information was already sent to their email [email protected] and attached here. 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I reviewed eligibility requirements, I fall in line with all eligibility requirements. I have no reason to be rejected. What else do you want me to do? Sincerely,[redacted]

I appreciate [redacted] contacting us about this issue. In investigating his complaint, I discovered that our communication with him regarding the damage claim his host filed was less than perfect, and that some of his specific questions could have been addressed more clearly. While the agent who was...

working with [redacted] based her responses on the documentation she had in front of her, the evidence that [redacted] presented was compelling and deserved more consideration than it initially received.
I’m pleased to say that one of our supervisors stepped in and took over [redacted]’s case. He reviewed the evidence and made the decision to cancel the $175 charge for damage and to close the claim. [redacted] is not being held responsible for any damage to his host’s vehicle. The supervisor has also reviewed the case with the agent who was working with [redacted], using it as an opportunity for enhanced learning with the goal of improving our responses to the kinds of concerns [redacted] raised here.
Again, I apologize to [redacted] for the inconvenience and am glad we were able to make things right for him.
Best,
[redacted]Customer Support @ Turo

Initial Business Response /* (1000, 5, 2015/12/30) */
[redacted] rented a vehicle on Turo from December 8th to December 9th, during which time he reported that his rented car was struck by a hit-and-run driver, which caused damage to the vehicle. He reported the front bumper on the passenger [redacted] was...

damaged towards the end of the trip and that the driver of the other vehicle drove off.
[redacted] did not have his own insurance, so he purchased our Basic protection plan, which provides liability insurance up to the vehicle's state minimum and comprehensive and collision protection with a deductible of $3,000. This means that the renter would be responsible for the first $3,000 of costs to repair the car, and nothing beyond that amount. Unfortunately, since [redacted] was hit by a hit-and-run driver and did not have a police report verifying and identifying the other driver, this mean he would be responsible up to his protection plan's deductible.
In [redacted]'s case, we charged an initial processing fee of $500. The first estimate we received cost well over $3,000, so we took the vehicle to be assessed by a different adjustor. Upon receiving the independent adjustor's new appraisal, they set the cost for the damage repair at $1,716.15, and the processing fees came out to $670.00. This meant the total that [redacted] owed was $2,386.15. Had the repairs cost more than $3,000, [redacted] would have only paid $3,000. This is the benefit of purchasing protection.
[redacted]'s claims representative offered to set up a payment plan with [redacted] to pay the remaining $1,886.15 off, which he agreed to do. The claims representative also warned [redacted] that the figure is not entirely "set in stone" as there may be additional work needed once repairs begin (which is referred to as a "supplement" in the insurance industry).
We are happy that the accident [redacted] was in was not more severe, and we do sincerely apologize for the inconvenience [redacted] has experienced with our claims process or with renting on Turo!
Regards,
[redacted]
Customer Support Manager @ Turo
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sure that is all well and good, however; it is UNACCEPTABLE that you attempted to charge my card the entire 3,000 in ONE payment. My credit limit is 2,000 making it completely impossible to pay. Also, this would not be an issue if you hadn't charged me all of the money without my permission FIRST, as I would have informed you that my credit card has renters insurance as well.
Now, my credit card is maxed out. I am unemployed and am graduating college in 2 weeks. You expect me now to pay you $300 per month for about 5 months, when I only make $200 per week collecting unemployment. You also forgot to mention that I would've supplied the materials necessary (a front bumper) to save money.
"Not set in stone" was mentioned but your staff member old me that it is HIGHLY unlikely to add more, especially another $500 without notification. This is all after Turo has charged me about 1k in JUST processing fees,this is absolute robbery.
I also still neeed to rent vehicles to get from class to home, because I had to sublet my apartment after these ridiculous fees hit my account, and am spending much more money than I should whilst you refuse to rent me another vehicle even with my payment plan set up.
I am appealing your charges with CHase/Visa. You've not seen the last of me, and i've received nothing but disrespect and inflexibility from Turo nearly since day 1.
Final Business Response /* (4000, 10, 2016/01/08) */
Actually, Turo did not attempt to charge you for $3,000 all at once. According to your charge and invoice history and your conversation with the claims representative, we attempted a $500 charge initially that was declined, and then you were charged $200 and $300 to satisfy the initial $500. You were subsequently charged another $500 after that. At no point was an attempt made to capture $3,000 up front; you have only been charged $1,000 total for the $2,386.15 that is owed.
Again, we do sincerely apologize for any inconvenience that this has caused you. I am sure that the claims representative you are working with is willing to be more flexible in discussing a different payment plan, as I see you have not responded to him via email to discuss changing or altering any sort of payment plan recently. As I am the Customer Support Manager and do not work in claims, though, I'm not authorized to do this myself.
If you wish to use our services, you'll need to pay off your unpaid balance as well as agree to said charges (e.g., not appeal the charges) if you don't accept our policies, we regretfully won't be able to let you rent. If you want to discuss your membership directly, as well as any modifications to your payment plan, I highly recommend replying to the email with the claims representative!
Kind Regards,
[redacted]
Customer Support Manager @ Turo

I’m sorry [redacted] is unhappy with the outcome of his damage claim. He says that he wishes Turo had let him know that we would only acknowledge [redacted] reports when it comes to determining a vehicle’s fitness and eligibility to be listed on Turo. We say exactly that in the Insurance & Damage...

Policy information section of our website and in our app.
We have a few articles designed specifically to help users determine whether or not their car is eligible to be listed on Turo. One is titled, “Branded, salvaged, and other vehicle title eligibility,” which sounds like an article very relevant to [redacted]’s concerns about his car. The very first sentence of that article reads: “You may not list a vehicle with a branded title or one with an unclean [redacted] history on Turo.” We’ve expressed it very plainly with no room for misinterpretation because safety is a top concern for us, and we want to make that clear to all of our users.
In this [redacted], it sounds as though [redacted]’s efforts to educate himself about Turo’s vehicle eligibility requirements simply fell a bit short. All information about Turo policies, requirements, and guidelines are available to be read before joining Turo, listing a vehicle, or booking a trip. We’ve dedicated time and resources to developing and maintaining a robust Support Center because we believe that educated users make for a strong and satisfied community.  
While I can understand that [redacted] may be disappointed with the outcome here, I hope he can respect the fact that we do our best to be transparent and thorough in providing information to our customers. Unfortunately in this [redacted], he overlooked the information that would have allowed him to avoid this situation.
Best,
[redacted]Customer Support @ Turo