Turo

I’m sorry [redacted] had so much trouble getting her account cleared after a payment issue. I understand that the account problems were extremely worrisome to [redacted], as she required a car for her job. While I know the situation has been very frustrating, I am glad to see that the hold on [redacted]’s...

account has been lifted, and she is now booking trips again.
The hold on [redacted]’s account resulted from the payment of a fine for her account by someone other than herself. This triggered fraud protections put in place to ensure the safety of all the members of Turo’s community, which is one of our greatest concerns.
We apologize for all the confusion in the process of verifying and reinstating [redacted]’s account. We are investigating the case thoroughly to make sure confusions like this do not happen in the future with other members. In consideration for the trouble this has caused, we have added $25 in travel credit to [redacted]’s account.
Best,
[redacted]
Customer Support @ Turo
Tell us why here...

I’m sorry to hear about the issues with [redacted]’s car. We know that discovering damage can be very stressful, and we strive to make reporting and repairing damage as easy as possible. Our policies take into account both hosts and guests, and we consider only what has been documented to make a fair...

and impartial decision.
 
[redacted] reported that the brakes on his car were making grinding and squeaking noises after being returned by one of his guests. We requested diagnostics that might document the specific cause of this damage to determine if this issue resulted from something the guest did during their trip or whether this was a result of wear and tear on the vehicle.
 
After receiving diagnostics that were inconclusive as to the cause of the damage, and considering the age of the car, we requested that [redacted] provide service records for the brakes. Unfortunately, [redacted] had never serviced the brakes on his car. As the reported damage was consistent with wear and tear and the brakes had not been serviced, we had to deny [redacted]’s damage claim.
 
Given the evidence presented to us, we stand by the decision to deny this claim. I understand this is an extremely frustrating outcome for [redacted], and apologize for the inconvenience this has caused. While we’re not able to cover the repairs on [redacted]’s car, we do hope he can understand our reasoning.
 
Kind Regards,
 
[redacted]
Customer Support @ Turo

I’m sorry [redacted] is finding the claims process difficult. I think I can help.
[redacted] says she has sent evidence to support her assertion that the damage to her host’s car was there when she arrived to pick up the vehicle and that she has evidence to prove it. [redacted] took one pre-trip photo of the...

car’s exterior where the damage has been reported. Unfortunately, our claims agent is not able to see any damage in this photo.
However, [redacted] told the agent and says here that she has a time-stamped video that clearly shows that the damage is pre-existing. That’s great. However, she says that she has submitted the video to Turo, but I cannot find a record of it. Perhaps she submitted it under a different email address or name than the one associated with her Turo account. Other than that, I don’t know why I wouldn’t be able to find the video if [redacted] did send it to us. On March 1, the claims agent who has been working with [redacted] asked her to send us the video, but she has yet to do so.  
Instead, [redacted] reached out to say that she submitted the video as part of a counterclaim. It’s not clear what [redacted] is referring to because there’s no process for filing a counterclaim -- she can simply dispute the claim by responding to her claims agent. Creating new email threads would only serve to unnecessarily complicate the situation.
I would like to strongly recommend that [redacted] submit the video she has to her claims agent in their current email thread. We are absolutely willing and want to look at all evidence related to this claim.
I hope this helps to clear up any confusion [redacted] might have about this issue.
Best,
[redacted]Customer Support @ Turo

The business made no mention that the owner made an agreement with me to complete a long term lease through  Turo.    This is why I am complaining because they neglect the rights of the lessea.  The y must hold the owner accountable for not upholding hid end of our deal.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

[redacted] submitted this complaint the same day we resolved it for her, so I’m guessing she didn’t see our email nor talk with her Billing representative before she contacted the Revdex.com. In any case, I’m happy to share the resolution here.
[redacted] is correct -- Turo does not allow hosts to ask for payment...

for Turo-related services outside the Turo platform. We believe this puts hosts and guests at greater risk for fraud, and we’re committed to preventing and stopping these gray market transactions.
We did reach out to [redacted]’s host to warn them about attempting an out-of-Turo transaction. They explained that they had been unclear about the policy but now understood and would not ask guests to pay them directly for anything in the future. Initially, [redacted]’s Customer Support representative did not fully understand [redacted]’s concern because the host had submitted the cleaning reimbursement for [redacted]’s trip through the proper Turo ch[redacted]l. It did require the intervention of another agent to make the issue clear, and we apologize to [redacted] for the initial confusion and want to assure her that we appreciate her report about her host’s behavior.
As for the cleaning reimbursement itself, after reviewing the case, Turo closed the claim in [redacted]’s favor. She was not charged any cleaning fee.
I hope [redacted] is pleased with the outcome of this case and will continue to be active on the Turo platform.
Best,[redacted]Customer Support @ Turo

[redacted] mentions here that she is waiting for my response to a second complaint she’s made. I’ve submitted that response to the Revdex.com and hope she finds it satisfactory.
That being said, since that is a separate incident, I think it’s important for me stick to addressing the issue being discussed here, and that is [redacted]’s complaint about not receiving a delivery fee. As I pointed out in my initial response, there was no record in Turo of [redacted]’s guest requesting delivery. We did not know about the delivery, and the guest didn’t pay for it, which is why we weren’t able to pay [redacted] for it. This was an offline arrangement made between [redacted] and her guest. It was a very nice gesture on [redacted]’s part, but with no record of it in our system, it was not one that we could credit to her account.
Since I submitted my response to [redacted]’s complaint, she continued to be in touch with our Customer Support team about this issue. She asked to be reimbursed for the cost incurred to travel to and from the delivery drop-off point she established with her guest, and she provided receipts for this expense. Although we had no record of the delivery on file for this reservation, our support agent made a one-time exception and reimbursed [redacted] for her travel expenses. We feel this was a fair compromise, and [redacted] rated her exchange with that agent as “Good, I’m satisfied.”
[redacted] also mentioned in her complaint that she felt as though the quality of our customer support was not up to par -- that it took too long to get a response and that she had difficulty understanding some of the agents with whom she spoke. We acknowledged that there was one occasion for which it took longer than usual to handle [redacted]’s issue, and we apologized for that inconvenience. We also shared with [redacted] the fact that if at any time she 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.
I hope that upon reflection [redacted] sees that we have worked hard to accommodate her while still adhering to our guidelines and processes. We continue to welcome her to remain an active part of the Turo marketplace.
Best regards,[redacted]Customer Support @ Turo

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11507791, and find that this resolution is satisfactory to me. Sincerely, [redacted]

I’m sorry [redacted] is unhappy with the outcome of her claim. In investigating her complaint, I looked at the pre- and post-trip photos her host provided to document the damage to one of the car’s wheels. The pictures were clear, and we could see that the wheel in the pre-trip photo was damage-free...

while that same wheel in the post-trip photo had been scratched. We sent [redacted] close-up shots of the two photos of the wheel side-by-side. When [redacted] called requesting the photos again, we re-sent them. The photos showed the tire lined up with the air valve and the tire brand located in the same spot so that [redacted] could clearly see that there had been no damage prior to the trip.
[redacted] says that we did not look at the photos she had, but she did not submit any. Nor did she upload any to the app before or after her trip. We instruct hosts and guest to take and submit pre- and post-trip photos to document a vehicle’s condition so that we can refer to them if there is a damage claim. With no evidence to counter her host’s claim, and with the clear photo documentation we had, we moved forward with our claims process. We informed [redacted] in writing that the total charge for the claim was $301.73. We explained that $151.73 was the damage cost and $150 was the cost of processing and appraisal. As per our claims process, if a guest is determined to be responsible for damage to a host’s car, we charge the payment card that they used for the trip  If that payment card does not have sufficient funds to provide coverage for the payment, we charge any other cards on file to satisfy their payment obligations.
We gave [redacted] the opportunity to dispute this claim and provide evidence that she was not responsible for the damage to her host’s car, but she did not do so. We followed our published process for notifying [redacted] of the costs and collecting those funds. I understand that no one enjoys paying a damage claim, but I hope [redacted] can see that we were fair in our consideration of the evidence and in following our policy.  
Best,
[redacted]Customer Support @ Turo

I’m sorry that [redacted] was unhappy with her Turo experience, and I’m happy to talk through our claims process. I do want to jump ahead and say that what [redacted] didn’t mention here was that on May 1, 2018, we determined that her host’s claim was ineligible, and we refunded [redacted] the...

$500.
Turo has a robust Support Center that offers guests and hosts comprehensive information about all aspects of a Turo experience. In the information that we provide about insurance and guest protection plans, we explain that when a host reports damage, a guest is charged $500 up front, which will be refunded if the claim costs are less than that amount or if it is determined that the guest is not responsible for the damage. [redacted] says that the $500 was taken from her account without any notification from Turo. But on April 11, 2018, when we first contacted [redacted] to inform her of the damage report, we told her that we retained an initial fee within 24 hours of the damage report, and that the fee would be returned to her if it was determined that she was not responsible for the damage. That message included a link to an article in our Support Center that explains how our claims process works.
Dealing with a damage claim can be upsetting. Turo does its best to see to it that cases are quickly yet thoroughly investigated and resolved. In [redacted]’s case, the outcome was just as she described -- she was not responsible for the damage to her host’s car, and she was fully refunded the initial $500 fee. We appreciate her patience as we worked to arrive at a fair and accurate resolution to this case.
Best,[redacted] [redacted]

Complaint: [redacted]I am rejecting this response because: this is bt I will be headed to the attorney general and will let everyone I can know this company is horribleSincerely,[redacted]

I'm sorry [redacted] does not agree with the decision we have made in this instance. I have carefully reviewed the trip photos taken at checkout for [redacted]'s trip and the screenshots she submitted during her email exchanges with our Customer Support team. While I do see in the screenshots of her text message exchange with the host that she mentions having to pull over because she could not see in the rain, I do not see anything that documents there being an issue with the windshield wipers. 
While we understand that [redacted] wanted to be safe, her communications with the host about being late did not occur until the car was already over an hour late to be returned. The host requested a late fee in accordance with our policies, and we think that request is valid in this instance. We are happy to review any further documentation that [redacted] wishes to provide, but we do not think it's appropriate to waive the late fee given the information we have at this time.
I know this outcome is disappointing to [redacted]. I do hope she can understand our reasoning.
Warmly,
[redacted]
Customer Support @ Turo

Again, easy to say all of this without contacting me. All the host had to do was say, sorry no I do not do delivery. At that point I would have canceled and booked with someone else. I understand that is not their responsibility to accommodate to this request, but they should have informed me of it. My point though and what I am angry about is that I called the next day with more then enough time to possibly book another car, but was consistently told to wait for a response from the host, when my complaint was the host not communicating. I am also upset that I was denied the right to speak to a supervisor regardless if they couldn't changed anything. Personally I could care less that you refunded the money. I am now more angry that you keep replying to this without once reaching out to me and talking to me about it and act as if I did not take the appropriate steps to get a reservation. Do we know if I could have made one the day before my trip with as early as I called? Who knows since I was not given the chance to even try. I am overall done trying to have this conversation. I do not accept anything turo has to say. A good customer service based business talks to their customer. They don't just keep responding to comaplints through the Revdex.com and point the finger at them. You not longer need to reply as I will be more then happy to just let your approval rating go down on it's own.Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

After looking into [redacted] case,  it appears that the additional supplement to [redacted] claim was never sent to him, and this is why the additional charge came as a surprise. I completely understand [redacted] shock and surprise at the additional charge, and I am terribly sorry for this...

mistake.
We received the attached supplement for [redacted] claim on May 8th, which added an additional $362.52 to the claim total. A supplement is when the appraiser determines that the originally estimated repairs are insufficient. Because the initial estimate is written as "best case scenario", it is the lowest possible amount, but can be raised.
The amount that [redacted] was charged is accurate, but he was poorly informed of this additional charge, and for that I sincerely apologize. The agent [redacted] was working with has reached out to him to inform him of the supplemental charge, and has provided him with the details and documents he needs in order to understand the charge.
Once again, [redacted] has my deepest apologies for the error, and I hope that everything has been cleared up to [redacted] satisfaction.  
Regards,
[redacted]
Customer Support @ Turo

I’m sorry to hear about [redacted]’s experience resolving the damage claim from a recent Turo trip. We know that this situation was extremely distressing because of the extent of the damage, and apologize if working with the claims department made things more stressful. We do our best to review all...

claims thoroughly.
We received [redacted]’s damage claim on November 9th after a guest got into a serious accident while using his car. Due to the severity of the damage, the claim was sent to our insurance partner, [redacted], for review. We received the appraisal and estimates for the damage from them on November 16th. Our initial reimbursement amount was determined from estimates they provided, including estimates for the cost of unrelated prior damage on the car.
Based on pre-trip photos submitted by [redacted], [redacted] representative made an appraisal of pre-existing damage to [redacted]’s car. This included dents and preformation of rust on the driver’s side quarter panel above the wheel, scrapes on the driver’s side quarter panel, a dent/crease on the passenger’s side rear bumper, discoloration and damage to the paint from sun above the passenger’s side rear door, as well as nicks and scrapes on the front bumper. We sent [redacted] pictures highlighting this damage in the pre-trip photos. All other damage was deemed eligible for coverage.
The estimate of the cost of the pre-existing damage was $1,316.94, as calculated by [redacted]. [redacted] expressed concern that this cost was out of line with the prior damage on the car before the accident. After reviewing the claim, a supervisor in the claims department came to the conclusion that the total cost of the pre-existing damage had been miscalculated. The original estimate for the car’s total value sent to us by [redacted] included a $658.47 deduction for the amount of prior damage. Subsequent estimates from them had the amount inaccurately doubled. [redacted] was notified of this in an email on November 27th.
We sincerely apologize to [redacted] for this error, and are working with [redacted] to correct the estimate. If [redacted] has any more questions, he should reach out to the claims representative working with him on his case.
Kind Regards,
[redacted]
Customer Support @ Turo

First, I would like to say I’m sorry [redacted] experienced a flat tire on his trip. I’m glad that everyone is safe. Second, I’d like to explain why we charged [redacted] a $500 deductible. When [redacted] booked this trip, he chose the Premium protection plan. By choosing this plan he agreed to pay a $500...

damage deductible should any damage occur to the vehicle, which we charge when a claim is first submitted. If it is determined that the damage was pre-existing, the deductible will be promptly refunded to [redacted]. If it is determined that the damage was a result of misuse during [redacted]’s trip, we will charge the rest of the cost to his card, or refund the difference.
The claims agent that [redacted] has been working with is currently investigating the case with the evidence provided, and will make a determination soon. I would also like to thank [redacted] for providing documentation. If [redacted] has any further questions, he can feel free to reach out the agent he has been working with.
If [redacted] wants to read more about the protection packages, he can see [redacted]:
““Premium” Package: The renter’s out-of-pocket exposure is limited to payment of a deductible of $500. When damage is reported, the renter will be charged $500, and if the total costs (direct costs of damage, plus all “Related Costs”, as defined below) are less than $500, the renter will be refunded the difference.”
We’re sorry for any inconvenience that the timeline of our claims process may present, but we hope to have more information soon!
Best,
[redacted]
Customer Support @ Turo

Complaint: [redacted]I am rejecting this response because:
Evidence would Have been obtained when the car was dropped off. It also would have had photos which included me and my wife with, in, or near the vehicle along with the alleged evidence. Pictures fabricated with ashes or cigarette butts does not implicate me or my wife as the perpetrators of these actions. It is just as likely that the third party that handles this vehicle for the owner planted this as retaliation for the 2 star review left by us. As I said before there was no one, owner or otherwise at the drop off location provided by the owners representative. They use a company called Hassle-free. I have never heard of them before this. I say representative as according to the owner they live in California and they have the car handled by this third party in Denver. I am confused how you expect me to provide evidence of us Not smoking in a vehicle when you in fact have no evidence of myself of my wife smoking in the vehicle. This is a lie and a falsification. I still have all of the texts sent to us by the third party company including the one instructing us to leave the car at 7001 yampa street in Denver. This is a vacant lot with other cars they have on the Turo website. Their instructions were to lock the keys in the vehicle and leave it there. The Turo website says the vehicle is to be inspected at drop off by the owner, but as I said before, There was no one there. And I have a text specifically stating that the lot was next to a hotel and sure enough there is an Embassy Suites right next door. I can't say that Turo is fully responsible due to the fact that owners and there associates are probably not monitored closely about how they issue out their vehicles. The only reason that we are at this point is due to the fact that the owner's representatives failed to be at the drop off location as per Turo policy. We then left a poor review of the experience we had. They retaliated with fabricated pictures in an attempt to steal more money from me. I understand that Turo can not control all aspects of their patrons, good and bad. So I am willing to pay 50 dollars for the cleaning service. Only to put this negative experience behind me. I will however take diligent effort to report my experience to every online website that provides reviews to the public when they are considering where and whom to rent vehicles from. Also I will not provide a credit card number to Turo or anyone else so you will have to provide an alternative payment method.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
Initially, the process was vague and nearly impossible to get a response about the details or process. Upon speaking with the customer service agent on the phone (which is never even mentioned as an option), she told me that despite using enhancement technology, she was unable to see the hood damage in my trip photo that was alleged by the owner. I was told that there is no specific deadline for the owner to provide proof of the damage, and when I had spoken with the customer service agent at 1.5 weeks after the trip, she had still not received proof of the damage. The image that I was shown of the alleged damage was not taken at the time we returned the car, rather at a later time and place, after being driving by someone other than the owner. 
My photo taken at the time that we handed the keys over, does not show the damage. The damage is only able to be seen at a photo taken at a later time. If damage was seen at the time of return of the vehicle, it should have been pointed out and photos taken and immediately uploaded. I do not believe that is proof that the fault is mine. I believe that this process is strongly weighted towards the owner.

There are a few incorrect and missing elements in the story [redacted] shares here. I’ll run through them in an effort to address his complaint.  
[redacted] did call our Customer Support to report that the Check Engine light in his host’s car had come on. We offered to put [redacted] in touch with our...

roadside service to determine what the next steps would be, but he had also placed a call to his host, and the two decided that [redacted] would drive the car back to his host’s location. While talking to our Customer Support agent, [redacted] said that he was not responsible for the car’s Check Engine light coming on, and he asked for a refund and travel credit. The Customer Support agent told him that if it was determined that [redacted] was not responsible for the mechanical issues, then we would be happy to refund him and to add travel credit to his account. Later that same day, another agent followed up with [redacted] letting him know that we had requested a mechanic’s report from his host, and that our next steps would depend on receiving that report. That same agent reached out to [redacted] six days later to say that the host had not provided the information requested, and she refunded [redacted] for one day of his two-day trip.
What the agent did not realize was that [redacted]’s host had submitted a damage claim on March 27 and was following that process for submitting documentation of the damage to the vehicle. [redacted] was refunded in error, but that was a mistake on our part, and we have let the refund stand.
[redacted] says that he didn’t know that his host had reported damage to his vehicle until a month after his trip ended. Actually, [redacted]’s trip ended March 25, 2018, and we contacted him via email two days later on March 27 to tell him that his host had filed a damage claim. [redacted] also says that we charged him for the damage without any proof, but on May 2 we sent him an itemized damage appraisal and let him know that we would be charging his payment card for the full amount of those costs since [redacted] had declined a protection plan and did not have insurance through Turo to cover any of those costs. On May 3, [redacted] contacted us to say that he disputed these charges, and we let him know that, as per our Terms of Service, we use a process called arbitration to settle disputes. We pay for the arbitration to take place with an independent, third-party agency, and by using this process, [redacted] would have an opportunity to submit evidence and provide his side of the story to the arbitrator. We told him that if he was interested in pursuing the dispute, he just had to let us know, and we would arrange for arbitration. [redacted] responded by requesting photos of the damage, so on May 7 we sent him pictures documenting the damage that was outlined on the appraisal.
On May 9, [redacted] asked us to call him, and the agent handling his claims case placed a call the same day that we received that request from [redacted]. As a result of their conversation and at [redacted]’s request, we have set up arbitration. We emailed [redacted] arbitration information and instructions on how to sign up.
We absolutely understand that working through a damage claim can be stressful, which is why we strive to communicate as quickly and fully as possible with those involved. The situation is now in [redacted]’s hands, and we hope he follows through with arbitration and, whatever the outcome, can appreciate that we’ve done our best to see to it that his concerns are addressed, his side of the story is heard, and the outcome is a fair one.
Best,
[redacted]Customer Support @ Turo

I understand that this is a frustrating situation and we always attempt to correct these issues as they arise. In this case, each time the traveler contacted us, we addressed his concerns with steps to correct the situation. Unfortunately, he did not respond to either request.
In our first correspondence, he did not state that the vehicle was in poor shape but merely inquired as to how he could return early and if he would get reimbursement; we responded to his request to change the trip’s end time with specific instructions on how to do so. In our second correspondence, the traveler reported that he had issues with the car, so we requested that he send in any evidence (photos, etc.) showing the issues with vehicle. We offered to help him return the vehicle for a partial refund once we received any evidence of the issues he was experiencing. In both cases, the traveler ceased communication, we did not receive any evidence, and the traveler kept the vehicle for the duration of the booked trip.
Our policies dictate the steps we can take to refund travelers. Without hard evidence of the issues with the vehicle or without returning the vehicle early, we cannot, in good faith, offer this traveler a refund or deduct earnings from the owner of the vehicle.
I am sorry that we cannot do more, and hope this answers the traveler’s concerns.
Best,
[redacted]
Customer Support

I’m sorry that [redacted] was not satisfied with our previous response. I completely understand that having your vehicle returned late is not a pleasant experience, nor is discovering imperfections that may have resulted from renting out your vehicle; however, normal “wear and tear” that is part of the normal operation of a vehicle is an inherent part of renting out a car. The owner is never “protected” against normal interior wear and tear, and only owners who have opted into the Premium owner protection plan are protected against normal exterior wear and tear.
We have these wear and tear policies in place to create an understanding and agreement with owners about the normal, expected effects of renting out your vehicle. Since [redacted] case falls under “normal wear and tear” we must abide by our policy. I am sorry, but we cannot offer the compensation that [redacted] is looking for.
If [redacted] has any other questions or concerns, he is always free to reach out to our customer support, or the Trust and Safety agent he has been working with.
Best,
[redacted]
Customer Support @ Turo