Turo

I apologize for any difficulty [redacted] has experienced while trying to work through the issues with his account. As we have mentioned, we have reviewed [redacted]’s account thoroughly and made our determination to deactivate carefully. We reserve the right to deactivate accounts at any time as outlined in our Terms of Service.
While having multiple accounts is something that we are concerned about, multiple accounts alone would not be enough to merit a deactivation. I apologize that there is not more transparency in the process. We do understand the frustration involved with not being provided more information; however, we feel it’s important to the safety and security of our members not to disclose full details of the account review process.
We sincerely appreciate that [redacted] is willing to cooperate and provide additional documentation, but in this instance, we prefer to err on the side of caution. Unfortunately, this means [redacted]’s account will remain deactivated, and he will not be able to use Turo for his upcoming trip. We encourage [redacted] to re-review our eligibility requirements if he has additional questions regarding our decision.
Best,
[redacted]
Customer Support @ Turo

I sincerely apologize for the wait time that [redacted] experienced with regards to his inquiry. We’re constantly working to improve response times, especially for verification issues.
Turo periodically checks and re-verifies our customers’ accounts. This is why [redacted] was able to use Turo...

before our system flagged his account again. I understand that this is an inconvenient situation, but for the continued safety of the Turo community, we believe it is necessary to periodically re-verify members.
At this time, we have carefully reviewed [redacted]’s case and I see that the verification team has declined to renew his 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. [redacted] can review our [redacted] which may help him to understand our decision.
Best,
[redacted] [redacted]

First of all, I would like to reiterate how very sorry we are that [redacted] car was very late in being returned. This is a very uncommon experience and our Trust and Safety team works hard every day to prevent situations like this. When situations like this arise, we do everything we can to make...

things right for the owner. We are so glad that the car was recovered in a timely fashion. We have happily compensated [redacted] for any excess mileage, late fees, smoking fines and cleaning fees. We’ve also compensated [redacted] for the key fob that was missing when the car was recovered. In regards to the damage that [redacted] is referring to, there is a scratch, less than 1 inch in diameter, and a drop of sap on the hood of his car, also less than 1 inch in diameter. These blemishes are referred to in our policies as general wear and tear. General wear and tear is described as any dings, dents, or scratches to the exterior body of the vehicle that is 3 inches in diameter or less. I’m very sorry, but Turo does not offer coverage for exterior wear and tear for owner vehicles unless they are opted into the Premium vehicle protection plan.
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

I’m sorry to hear about [redacted]’s experience with her recent trip. We understand that cancellations are a huge inconvenience to guests. I’m so sorry [redacted]’s trip was ended in this way and understand that it put her and her family in a terrible situation.
After looking into this instance in more...

detail, it appears there was a communication issue that resulted in the cancellation. The host requested a ride to work after pickup, but this had not been communicated to [redacted] beforehand. The host became uncomfortable when there were too many people squeezed into the car in order to accommodate the ride for the host.
We spoke with both [redacted] and the host the day the trip was canceled, and arranged for [redacted] to receive a refund of half the total cost of the rental. Upon further review, we agree that [redacted] should receive a full refund as the host’s discomfort resulted from their lack of communication.
The refund for the remaining cost of the trip has been submitted, and [redacted] should receive it soon. We apologize again for this experience.
Kind regards,
[redacted]
Customer Support @ Turo
Tell us why here...

Complaint: [redacted]I am rejecting this response because: this is the same response they sent previously. I would like to know as WHY they have rejected my pre existing membership. They refuse to state the info used to determine their decision . Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Good evening,
I appreciate Turo's response to the Revdex.com.  I also appreciate Turo's credit to my account of $25.  However, I find Turo's explanation inaccurate, incomplete, and I still have not been sufficiently reimbursed to cover the cost of the smoke damage to the car.
First, Turo has not address the main point of my complaint.  It advertises that "YOU'RE COVERED"  and "You're protected with $1 million in liability insurance, and your car is covered against theft and physical damage." (see [redacted]).  I understand that Turo does have policies that are, as it says "specific around reporting time periods."  However, the mere fact that Turo has policies in its fine print limiting its coverage does not alleviate it of its responsibility to reimburse me.  As is understood by the [redacted], state attorneys-general, and the [redacted], advertised claims must CLEARLY DISCLOSE any restrictions or limitations.  Putting the restriction in a policy manual is not a sufficient disclosure.
Second, while Turo is correct that I emailed them and received a reply AT THE END OF RENTAL about its policy, Turo does not address that I emailed them AT THE TIME OF THE RENTAL to explain I would need additional time to inspect the car.  Turo appears to believe that this was something that was covered in a conversation with the agent, and takes pains to explain that the agent never discussed it.  Turo is correct--because it was not a subject covered in the phone call, but in an email to Turo AT THE TIME OF THE RENTAL.  Again, that would've been the time to raise the policy...not at the end of the rental when there was nothing I could do about it.  I have attached that email to this response.  You will note that in the email, I replied to "[redacted] from Turo".  This was the only means of contact I had with the agent who was arranging the rental. 
Third, smoking damage is not an inexpensive problem.  Based on my estimate with a local car cleaning company, interior smoke removal treatment will cost $334.  With Turo's credit of $25, I am still short $309 of the amount I need to be "covered", as Turo advertised I would be.
Sincerely,[redacted]

I am sorry to hear that this traveler has had a frustrating experience. Dealing with a damage claim can be stressful and I would like to take some time to explain our process.
When we receive a damage claim from an owner, we charge a $500 assessment deposit. We then investigate the claim to...

determine which party is at fault, and the cost to repair the damage. If it is determined that the traveler is responsible for the repairs, and the cost of repairs is below this amount, we refund the difference. If the cost is above this amount, we charge the difference up to the deductible of the traveler’s selected coverage. In this case, the traveler selected the Basic coverage plan, which has a $3000 deductible.
I have spoken with the claims agent handling this case, and it appears she has been in frequent, direct communication with the traveler. The damage being referred to is not the dent near the right rear fender, but rather a large dent in the hood that is visible in post-trip photos, but clearly not in the trip-start photos that were uploaded to our site. Photos provided by the owner were confirmed using metadata software and accurately reflect that the damage occurred during the traveler’s possession of the vehicle. The claims agent has explained that this is not a fast process, as we want to be as thorough and detailed as possible, to be sure we are not rushing to any conclusions and to determine the most accurate and fair outcome.
We have a third-party appraiser scheduling an appraisal of the damage with the owner. This claim is still ongoing and we will be in touch with the traveler and owner every step of the way.
Again, I am sorry that this has been a frustrating experience, and I thank the traveler for her patience through this process.
Best,
[redacted] Customer Support @ Turo

"I‘m very sorry that [redacted] is unsatisfied with our previous response. We continue to stand by our decision to deny coverage for this claim, and we feel that the portion we have already refunded back to [redacted] is a fair compromise. I am sorry that [redacted] does not feel the same way.
Turo is a person-to-person car rental marketplace. When an owner signs up for Turo, they agree to our terms and conditions, and they are aware of the nature of the platform - which is that owners (or their custodians) and travelers are responsible to ensure the rightful return of the vehicle. Turo cannot monitor each trip and ensure every pick-up and return. Furthermore, the incident was reported outside of the reporting period. The reason we have a strict reporting period is to ensure that owners are monitoring the proper return of their vehicle.
Once again, I sincerely apologize for this unfortunate situation, and I understand [redacted]’s frustration; however, we believe our decision to refund [redacted] for a portion of the tow is fair and we continue to stand by it.
Best,
[redacted]
Customer Support @ Turo

Complaint: [redacted]I am rejecting this response because:
 
The photos that were sent of the damage to the back seat had no date or time stamp on them. The damage to the back seat was caused by the tire being left there for an extended period of time AFTER I had dropped the car off because the incident had just occurred. Hence, the liquid being completely dried out on the back seat. The fact that these charges came WAY after I had returned the car is completely criminal because you are charging me for the lack of action on behalf of your Turo employees. These charges should be the responsibility of Turo and/or the Car Owner (who ever failed to deal with the tire after I had clearly pointed it out). I refuse to bow down to the Corporate Bullying. The Revdex.com is just the very first step of reporting this non-sense. And after reading a bit more; it looks like I am not alone in this with Turo. Apparently this must be part of your business model.  
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
1) Turo have since reviewed my complaint and found I am not at fault. However, they clear do not understand the significance of my dispute. I was given a car with a tire that was below the legal minimum requirements of Illinois State law
2) The ability to contact a representative is poor and needs to be improved. At no point was I able to contact directly and speak to a human handling the claim. I was given a number and found out this number is SMS only. No one even spoke with me on the phone. 
3) After finding out I was not at fault for the incident, I did not receive any partial refund for the several hours of the rental that I couldn't use whilst waiting for recovery services etc. 
Sincerely,[redacted]

This response is the same cryptic and disturbing reply I got from the customer service department via email. I'm not who could find it acceptable to terminate a persons membership who had done nothing wrong by saying "we found something that didn't seem right, but we cant tell you what". Furthermore I find it shameful for Turo to say "we are trying to protect our members". How can kicking a member of the site who had nothing but 5 star reviews from EVERY owner I dealt with serve to "protect" those owners??
 
I'm very ashamed of Turo and humiliated by its actions. For them to restate the same corporate jargon to me while simultaneously seeming to wish me well and express regret is disturbing. I don't want your regret Turo. I want you to do the right thing.
 
Reinstate my membership.
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

I’m sorry that [redacted] ran into difficulties with his trip, and I want to address all of the issues he raises here.
First, I want to say that I am very sorry that [redacted]’s trip ended with his host’s car breaking down. I understand that it was very disappointing and inconvenient, but I am glad that...

Turo’s roadside service was able to help in this situation. [redacted] mentions that the cost of the taxi that he and his party took to the airport after his host’s car was towed exceeded the $50 we offered to reimburse him. In investigating this case, I discovered that we had already issued [redacted] a check for $150 to cover his transportation costs, and that he should be receiving that check in the mail soon. To cover the full cost of his taxi to the airport plus tip to his driver, we have also refunded [redacted]’s payment card $51.25, for a total travel reimbursement of $201.25.
[redacted] also mentions that he was charged for fuel replacement because he did not return the vehicle to his host with the same level of fuel it had when he picked it up. We understand that [redacted] was not able to replace the gas because the car had been towed and was not in his possession at the end of the trip. Given that, we refunded [redacted] the $39.80 fuel charge, and Turo reimbursed the host for his fuel costs.
As for the damage claim, [redacted]’s host submitted the claim to Turo but let us know that he preferred to work it out directly with [redacted]. “Working it out” often saves hosts and guests time and money, so we allow and support that resolution option. Turo provides both parties with guidelines for working together to resolve a claim but is not involved in the claims process. That being said, if a host and guest cannot resolve a claim on their own, they have a period of time during which they can contact Turo and ask us to take over the case. At that point, we would collect and assess the evidence of the damage to determine the claim’s eligibility. Since this claim is currently in a “work it out” status, we are not able to intervene in the process, but if [redacted] and his host are not able to come to an agreement and ask us to get involved, we will do so.
Finally, although [redacted] doesn’t mention it here, in investigating his case, I discovered that his host had promised him a 50% discount on his trip to compensate him for some minor issues he had with the car unrelated to the breakdown. In communicating with [redacted] about this issue, [redacted] said that he would be satisfied if he were refunded for the last day or his trip -- the day when his host’s car broke down. We refunded [redacted] $33 -- the cost of one day’s trip price -- and let him know that if the work-it-out claim is resolved, we can process the remainder of the 50% off the total trip price that his host had promised him.
Again, I am very sorry that [redacted]’s trip experience was not as smooth as we would have liked it to be, and appreciate his patience and understanding as we work to resolve this issue in a way that is fair to both him and his host.
Best,
[redacted]Customer Support @ Turo

I'm very sorry that this happened to [redacted].  I completely understand how frustrating and unfortunate this situation is.
Even though we were unable to provide [redacted] with coverage for the stolen car, we still did everything we could to help him recover it. The reason we were unable to...

provide [redacted] with coverage for this incident is because it came to our attention that [redacted]’s vehicle was listed on the Turo website with false information. [redacted]’s vehicle did not meet the eligibility requirements to be listed on Turo, as it was well over the required mileage limit. In order to list his car on Turo, [redacted] gave false information about the mileage on his car. Per our policies, this inaccuracy nullifies any coverage that [redacted] selected.
However, even though we were unable to provide coverage, we still provided [redacted] with excellent support. We provided a private investigator, coordinated with the police, and reported the vehicle stolen to all law enforcement agencies. We did everything we could to help with this issue. We recognized that this was a stressful situation and devoted our time and effort to supporting him regardless of the circumstances.
Once again, I am truly sorry for this unfortunate situation. We do feel that we handled this in a fair way that reflects our policies and that we did provide [redacted] with excellent service despite the constraints of his coverage.
If [redacted] has any further questions, he can feel free to reach out to the agent he has been working with.
Best,
[redacted]
Customer Support @ Turo

I’m sorry this has been such a challenging process for [redacted], and I do apologize for that. [redacted] did have compelling evidence to support her claim that she was not responsible for the damage to her host’s car. It seems the problem here was our being able to view it. The video file she initially uploaded to Trip Photos had an invalid link; the file extension was .txt, so it was not possible for us to view it. [redacted] says that she attached the video to her claims dispute, but as she mentions here, the file was too large to be uploaded. We did then receive the video in the format [redacted] has attached here, and that allowed us to view and verify her evidence. As a result, on March 12, we refunded [redacted] her claims fees of $734.89.
[redacted] says that giving guests who wish to dispute a host’s damage claim 24 hours to do so is too small of a window. If guests have followed the guided check-in and check out process, they would have already uploaded a series of pre- and post-trip photos documenting the car’s condition. If they failed to do so, 24 hours seems like adequate time for them to upload any pictures they took of the vehicle before their trip began and after it ended, because they either have those or they don’t. In establishing this timeframe, we try to balance our request to the  guest with our responsibility to the host for a speedy investigation and resolution to their claim so that they can have their damaged vehicle repaired as quickly as possible.
Again, I’m sorry that we took longer than we would have liked to come to this resolution for [redacted], but I’m pleased that we were able to do right by her once we had the evidence that we needed.
Best,
[redacted]Customer Support @ Turo

Complaint: [redacted]I am rejecting this response because:
 
the issue was my refund. I had no issue with being rejected from the platform. I have no reason to care was just told about your business through a colleague and wanted to try it out. I spoke to a customer service representative but was told I had to speak to someone in verification but I could not speak to someone in verification because they do not take phone calls. That is where my complaint about not being able to speak to someone came into play. I could care less about speaking to customer service if they are not the department that could provide me with assistance, and after speaking with someone in customer service she said I am sorry there is nothing I can do I requested to speak to a supervisor (NEVER WAS I RUDE OR PROFANE) and she said this call is becoming unproductive and hung up in my face. UNACCEPTABLE. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: This is still grossly unfair. I appreciate you trying to somewhat come down on the charges / fines but it is still unfair and does not take everything into account. I found out if I had known about extending through the app it would be 25 dollars that is what I am willing to pay EVEN THOUGH I should not have charged her car and I should have returned it as dirty as we picked it up, but we renurned late to CLESN and fully charge the battery and we are not required to do that but did it out of good will and now your company is biting us in the as for that, even all that considered I will pay the 25 dollars  wven as we speak you made me this offer of 75 dollars off but the collection agency is contacting me as we are working through this and it's in negotiation... goes back to how unprofessional and quick to jump to conclusions you are. This has all given me a horrible taste in my mouth... do what is right here use logic please...
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
 
cc:
Thank you Revdex.com for your help. I would not have gotten the full refund if you haven't intervened and helped. I am grateful for this.

I’m sorry that [redacted] feels that the damage claim filed against him is unfair; however, we stand by our decision to honor this claim. The claim was filed well within the 24-hour reporting period, and the before and after photos from the trip indicate that the damage was not there prior to the...

trip.
 
I understand that any damage claim is frustrating and inconvenient, and I’m sorry for the nature of the situation. When [redacted] signed up for Turo he agreed to our [redacted], which state that owners have up to 24 hours to report damage. We feel that this a fair window of time to report damage.
 
The owner reported damage and provided sufficient evidence within the reporting period, so we are honoring this claim. If [redacted] has any evidence to show that the damage was there prior to his trip or occurred after he returned the vehicle to the owner, we would be happy to review it and reconsider our determination.
 
I know that this is not the resolution that [redacted] is looking for, but we stand by our decision to honor this damage claim. Once again, I apologize for the inconvenient nature of this situation. If [redacted] has any further questions, he can feel free to reach out to the claims agent he has been working with.
 
Best,
 
[redacted]
Customer support @ Turo

I’m sorry [redacted] is disappointed with the resolution of his claim. I’m happy to talk through the situation here.
[redacted] originally reported damage to his vehicle’s rear bumper, right quarter panel, and to the surface of his car’s trunk and hood. We asked him to submit pre- and post-trip...

photos of the car so that we could assess the damage and determine if his guest was responsible. In reviewing the photos, we discovered that the damage to [redacted]’s bumper was already there before his guest took possession of the vehicle, so they were not responsible for it, and it could not be covered by [redacted]’s Turo protection policy. The scratches on [redacted]’s right quarter panel were less than 3 inches long, and the protection plan clearly states that scratches to the exterior body of a vehicle that are 3 inches in diameter or less are not eligible for coverage.
[redacted] says that there was damage to his hood and trunk in the form of scratches and discoloration. Unfortunately, his pre-trip photos were not clear enough for our Claims agent to make a determination as to the condition of the car’s hood and trunk surfaces before the trip began, so again we were unable to provide damage coverage.
[redacted] then reached out to say that he had messaged his guest, and the guest admitted that he took the car to be waxed. [redacted] said he would get an estimate for what it would cost to have the wax buffed out. He initially submitted an estimate for $856. At that time we let [redacted] know two things: 1.That the maximum amount we could cover for detailing was $250; and 2.The estimate had no name or contact information for the business, which is required, so we would need him to resubmit it with that information.
[redacted] then submitted a new estimate from another business for $350 to remove the wax. We issued $250 to his host earnings, which was the maximum amount we could cover.
The reason we could reimburse [redacted] a maximum of $250 was that his claim was not an eligible damage claim. Instead, we had to consider the wax removal to be a cleaning claim, and those have a $250 reimbursement max, as outlined in the policies on our website. Although we answered all of [redacted]’s emails, I do think we could have done a better job making that circumstance clear to [redacted], and I apologize that the reason for the $250 limit was not clearly stated.
[redacted] last contacted us on February 5, and we responded to his email on February 6. Since then we have not heard from him, but we’re happy to answer any additional questions he may have.
Best regards,
[redacted] [redacted]

I’m very sorry for the unfortunate experience [redacted] has had with his recent damage claim. I understand that having a damage claim denied is never an ideal outcome; however, after investigating this case, I can confirm that the reasons we denied [redacted] damage claim are legitimate and appropriate....


While investigating this damage claim, Turo’s claims agents discovered that [redacted] had been facilitating almost all of his car’s rentals out of New York, instead of New Jersey, where his car is listed. Turo has a number of listing requirements, including that no car registered or residing in New York state may be listed on the Turo platform. Furthermore, no Turo rentals can begin or end anywhere in New York state. It became clear from [redacted] trip messages, reports, and rental history that the large majority of [redacted] rentals were facilitated in the state of New York, despite our explicit prohibitions.
Because [redacted] consistently violated this policy, with full knowledge of the violation, he has broken the Terms of service that he agreed to when he signed up for Turo. Therefore, we must stand by our decision to deny coverage for his damage claim.
I apologize for the inconvenient nature of this outcome. If [redacted] has any further questions, he can feel free to reach out to the claims agent he has been working with.
Best,
[redacted] Customer Support @ Turo Tell us why here...