Turo

I’m sorry to hear about the issues [redacted] has had working with the Claims department. She has demonstrated that she wants to work out the claim, and we appreciate the effort she has put in to make that happen.
I do see that communication regarding this damage claim has been ongoing since the end...

of March. I understand that the time it has taken to reach a conclusion on this claim is frustrating. [redacted] has been in touch with the representatives working on the claim since posting this complaint. We strongly encourage [redacted] to continue working with the representative on the claim to address any of the miscommunications and confusions that have occurred.
If they are unable to reach a satisfactory conclusion, [redacted] should re-open this complaint. We are sorry for any inconvenience [redacted] has experienced!
Best,
[redacted]
Customer Support @ Turo

Initial Business Response /* (1000, 7, 2015/08/20) */
We're sorry for not responding sooner! I've reviewed [redacted]'s case, and I see that the owner actually withdrew his claims, saying he wished to work the issues out directly with [redacted]. I also see that [redacted] provided [redacted] with an email...

requesting she follow up with us with more information on August 2nd; a claims representative also emailed [redacted] informing her of the new claim on August 3rd, and later that day informing her that the owner had dropped it. As we've never received an email response from [redacted], I believe our messages to her may have been caught in her spam folder, which would explain why she has not received correspondence from us.
Given her concerns she's raised in this Revdex.com case, we're sorry we did not receive a written report from her earlier, and we will be having the owner inspect his vehicle before he is able to rent it out again on our service. We're very sorry for the inconvenient experience she had, and invite her to contact us directly at support.relayrides.com with any additional feedback or questions she may have!
Regards,
[redacted]
Customer Support Manager @ RelayRides
Initial Consumer Rebuttal /* (3000, 14, 2015/10/15) */
Apparently there was a miscommunication between RelayRides and I, the representative I spoke with over the phone advised me that documentation would be coming to my email which in fact it came through the websites messaging system. The company has since suspended my account as a precaution because it seems like I'm not able to communicate with them and they want to make sure I am able to do so while renting with them which of course, I am too! As of now, I am waiting to hear back from a Relay Rides representative about removing the restriction.
Final Business Response /* (4000, 16, 2015/10/16) */
We have since reached out to [redacted] and unblocked her account, as it appears part of the problem was related to incorrect email addresses being used in the system and our messages weren't getting through. As the problem has since been fixed with her account, we've happily reinstated her account at this time!
Best,
[redacted]
Customer Support Manager @ RelayRides
Final Consumer Response /* (2000, 18, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I apologize again for the frustration this incident has caused. We appreciate that [redacted] made great effort to take care of the car during his trip. We also appreciate the responsibility [redacted] showed in paying the damage claims without delay. He has demonstrated he is a valuable member of the Turo community, and we do apologize that this incident has made him think less of the company.
The Turo Valet team is not responsible for the maintenance or cleaning of the cars being used for a trip. They immediately documented and reported the state of the car when it was returned, and the owner received this report. Additionally, the owner picked up the car from the valet lot promptly, and took the car back into their own care.
I understand that [redacted] has concerns regarding the timeline of these claims. We do require that all damage and other trip issues be reported by the owner within 24 hours of the scheduled end of the trip. As previously noted, we authorized the claim in this case because the damage was clearly the result of the incidents on the trip, all of which were accurately documented on time.
I am sincerely sorry that [redacted] feels these damage claims are inappropriate. In light of the damage and the circumstances, we feel the car owner is justified in asking [redacted] to be responsible for the claim. We have already refunded all the fees associated with the claim that are not directly related to reimbursement for the cost of repairs. If [redacted] and the car owner can come to an agreement to share responsibility for the damages, we are happy to coordinate with them to make that happen.
Best,
[redacted]
Customer Support @ Turo
Tell us why here...

[redacted] says we guessed or made an assumption about how many miles were on his car at the time he listed it on Turo, but we actually made that determination from the information [redacted] provided for the first trip that was booked in his vehicle.
After [redacted] listed his vehicle, a guest booked it for a two-day trip. [redacted]’s vehicle listing indicated that he allowed the car to be driven a maximum of 200 miles/day. In this case, that would be a total of 400 miles.
We ask hosts and guest to take pre- and post-trip photos of the car to document its condition and mileage. That series of photographs should include a picture of the odometer. As I mentioned in my initial response, [redacted] knows this process well as he is an experienced Turo host; this is the second car he’s listed on our platform. In this case, however, [redacted] didn’t take those photos nor did his guest, so we don’t have a picture of the vehicle’s starting mileage.
However, when the guest returned the car at the end of their two-day trip, [redacted] entered 131,380 as the reading on the odometer. He entered that information as part of the host checkout flow in the Turo app. As I noted above, [redacted] set a 200 mile/day limit for his vehicle. He did not report that his guest drove over his allowed 400 miles for the trip, nor did he request any reimbursement for excess distance driven. It would seem then that [redacted]’s guest drove, at most, 400 miles in those two days. It’s then very straightforward to calculate that 131,380 - 400 = 130,980. [redacted]’s car had more than 130,00 miles on it when he listed it on Turo and was not eligible for inclusion on our platform.
We approved [redacted] to list his car on the Turo platform based on the information he provided. We trusted him, as we trust all of our hosts, to be truthful, and we outline clearly what the eligibility requirements for listing a car are. If we discover, as we did in this case, that the information is inaccurate and violates our Terms of Service,  it voids our obligation to that Turo user. We’re not any happier about the outcome of this case than [redacted] is, and we can only hope that [redacted] and anyone else who reads this understands that we must require hosts to honor the Terms of Service; otherwise, there would be no trust among the users of the Turo platform.
Best,
[redacted]Customer Support @ Turo

Complaint: [redacted]I am rejecting this response because: Turo’s information is not correct, the photos and vin were uploaded to the 3rd party site they offered 3 days after the accident. I have email confirmation they received it. The adjuster would only send generic emails in response to my emails with specific questions. I have ALL EMAILS. I followed the email to set up 2 different calls with my adjuster he was a no show for both. My body shop also attempted to do the same sadly he was a no show again.  As for the rental car which is why I reached out to the Revdex.com They still have not credited me back for the rental. I have submitted emails and communication before, during and after the rental to try to get this resolved. Still no resolution, Turo is unorganized and places the blame everywhere else expect on themselves. I have the email and the conversation thread with customer service requesting a rental or how I would go about getting a vehicle. The short end of the story Turo ignored me and did not follow though with our agreement and now that the Revdex.com is involved I’m finally getting them to respond. I have also attached a chat thread with Turo to show how hard they made it for me not only to take my car in to get fixed but to contact my adjuster Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: my account was deactivated but the company is saying I am not privy to info concerning MY information and MY name . Seems like discrimination ad=nd is very sketchy. I plan on taking further action thank youSincerely,[redacted]

It sounds as though [redacted] does recognize that he left his host’s car dirty and now has questions about the cleaning fee, which I’m happy to answer.
Turo’s cleaning policy explains that hosts requesting reimbursement for cleaning must submit pre-trip photos taken no more than 24 hours before the start of the trip and post-trip photos taken no more than 24 hours after the end of the trip. These photos must clearly document the vehicle’s condition so that we can make an informed decision as to the level of reimbursement the host is eligible to receive. A complete list of the reimbursement levels and their definitions are included in our cleaning policy, which can be read in the Turo Support Center.  
In this case, we determined that [redacted]’s host was eligible for a $30 reimbursement for “light cleaning.” Cleaning infractions also come with a $25 administrative fee, which is why [redacted] was charged $55.
The Turo community is based on trust between hosts and guests, and part of that is a trust that a guest will return a host’s vehicle in the same good condition in which they received it.
I can appreciate that [redacted] may be unhappy with this charge but hope that he understands the policy behind it. For our part, we have reduced the administrative fee associated with this charge from $25 to $10 and have refunded [redacted] $15. He should see that returned to his account in three to five business days.
Best,
[redacted] [redacted]

I’m sorry to hear about the experience [redacted] had with the host for his recent trip. I completely understand that [redacted] became uncomfortable with the trip after his interaction with the host, and that this was a terrible way to start his vacation.
While there is no excuse for a host harassing...

one of their guests, we issued a partial refund in this instance because of the miscommunications that occurred before the incident. The host communicated the meeting location to [redacted] in a message on July 26. When [redacted] arrived on July 28, he was in the wrong location. After attempts to communicate with [redacted], the host opted to cancel the reservation as [redacted] would not come to the previously designated location. [redacted] contacted us after the trip had been canceled to report the incident with the host and request a cancellation.
In consideration for both parties in this situation, we refunded [redacted] $57.75 of the total $88.75 for the trip, including the Rental Fee, Protection Fee, Young Driver Fee and Airport Delivery Fee, on July 30. I understand that [redacted] would like a full refund; however, we feel that the host is justified in asking to be compensated for their time.
I can confirm that the refund was successfully processed in our system on July 30. As [redacted] used [redacted] for his payment method, there is a possibility that the refund may take longer than the standard 3-5 business days. In some cases, [redacted] refunds can take as long as 30 days. [redacted] should contact his bank to check on the status of the funds. If necessary, a representative in the Turo Billing department is happy to join a three-way call between [redacted] and a bank representative to provide any necessary information to speed up the process.
We sincerely apologize for the inconvenient and jarring experience that [redacted] had!
Kind regards,
[redacted]
Customer Support @ Turo
Tell us why here...

I’m sorry to hear about the time it has taken [redacted] to receive information regarding the damage done to his car, and for the frustration this has caused. We do our best to respond to all damage reports as quickly as possible. We understand it can be very difficult when the process moves slower than...

expected and sincerely apologize for the delays.As [redacted] opted for the standard protection plan, we are authorized to provide $30 per day toward a replacement car, including one from the Turo marketplace, a traditional rental company, or Lyft/Uber/taxi ride reimbursements. I’m sorry that none of these options would completely cover [redacted]’s costs in his area. Unfortunately, this is the maximum we are able to offer. While I understand the delay in communication has been extremely frustrating, I do see this information was communicated to [redacted] by the Claims representative on July 24.Additionally, [redacted] has received further instructions from the Claims representative since posting this complaint. We notified [redacted] that the claim had been approved on July 26, and followed up in response to additional questions on July 27. I apologize again for the time it has taken to review the damage claim, but I’m glad to see that [redacted] has gotten what he needs in order to start repairs on his car.I completely understand that delays in the claims process can be frustrating. I assure [redacted] that this is due to an effort to be thorough in our review. If [redacted] has any more questions, I encourage him to reach out to the Claims representative he has been working with. Kind regards,[redacted]Customer Support @ TuroTell us why here...

I’m sorry we weren’t able to sort out [redacted]’ issue as quickly as he had hoped. He sent us two emails on May 17, 2018, and we responded on May 18 to let him know that we would work with him to address this issue and reach out once it was resolved. On May 21, we sent [redacted] an email to let him...

know that we had deactivated the account that had been compromised, and his new account was active and available for him to use.
Turo greatly values the safety of its platform and must verify the identity of all users, and in [redacted]’ case, the details of the account that was attached to his stolen identity. I’m sorry that the process took longer than [redacted] would have liked, but I’m pleased that he is once again able to book trips on Turo.
Best
[redacted]Customer Support @ Turo

We appreciate [redacted] bringing this situation to our attention. As of now, we are going forward with the outcome of our investigation into this claim and have been in contact with [redacted]. However, we are taking [redacted]’s concerns into account. We take reports of fraudulent claims very seriously and will be investigating this particular owner and his practices.
We understand that this has been upsetting and is not the experience we hope for a traveler’s first trip with Turo.
Best,
[redacted]  
Customer Support @ Turo

I am very sorry for this inconvenient experience. I understand how frustrating it can be to have a trip planned and for that plan to be ruined. We try our best to prevent this from happening, but our verification systems sometimes aren’t triggered until a trip has already been booked. It is my...

underst[redacted]ng that at this time [redacted]’s money has been refunded to her in full. I apologize for any delay there.
As for the reason we denied [redacted]’s membership, we carefully reviewed her application and we’re sorry to report that we won’t be able to let her rent or list cars on Turo. To maintain a safe and strong marketplace, Turo does not release the details of our review process, as doing so would compromise its effectiveness.
I sincerely apologize for any inconvenience or disappointment this has caused. [redacted] can refer to our eligibility requirements at the following link, which may be able to provide some more answers for her. [redacted]-
Best, [redacted]
Customer Support @ Turo

Initial Business Response /* (1000, 5, 2015/07/15) */
We are sincerely apologetic about this situation. After [redacted]'s minor accident with RelayRides, we began the claims process with him, which can often take between a week and a few months. This involves submitting a claim to our external claims...

partner company, and we sometimes transfer communication from directly talking to RelayRides to directly working with our claims partner. Regretfully, over the course of this claim we encountered a few communication breakdowns between our internal claims team and our external claims partner company, which resulted in a few users with open claims having "missed" communications between ourselves and the users involved with their claims. Unfortunately [redacted] was one of these customers, and we sincerely apologize for the poor communication on this case one of our claims team members has reached out to [redacted] via phone to try to help clear up the miscommunication.
If [redacted] has further questions or concerns, he's always welcome to reach out directly to RelayRides, as opposed to our external claims partner team, if he's having trouble hearing from them or if he wants any general updates. He's always welcome to reach out to us by visiting support.relayrides.com and writing in!
Best,
[redacted]
Customer Support Manager @ RelayRides

Complaint: [redacted]I am rejecting this response because:
 
Although the main points were finally given resolution, a few things were missed in Turo's response.
 
Firstly, the 24 hour "rule". This is NOT enough time at all and the explanation of 'they either have them or they dont' is not acceptable. Turo is missing the point here. We travel a lot, and often outside of cell phone coverage. Our evidence required us to submit a 150MB video over WIFI. Turo also asked us for explanations and more. When travelling, I cannot be expected to find wifi, document my entire defence, talk to any lawyers I need to, within 24 hours. No. This is NOT enough time and I do not see why this is a strict rule.
 
Secondly, Your evidence submission process does NOT support video files. Which is why I renamed it as a TXT file. I mentioned in the description that you should rename it to play it. This got around your issue with no accepting video. I do not know WHY you do not accept video, this is 2018. and it showed that a video did finally solve this issue. So you should probably allow people to submit videos. Secondly, I ALSO sent a YOUTUBE link. It seems this was totally ignored also.
 
Thirdly, Turo debited my credit card without looking at my evidence. I submitted it within 24 hours despite this ridiculous deadline, and it was ignored. I had to speak to another agent to get him to speak to our agent to finally sort out this mess. The whole evidence submission process is a complete mess and needs an overhaul. I do not know why they didnt get my evidence when I followed the exact links they gave me.... but to debit my credit card WITHOUT contacting me about this is VERY POOR. I would really want to escalate this if possible. This is not right.
 
Lastly, I asked you five times now and a gas dispute. I have given you evidence about this more than on one occasion and it's gone ignored. The owner of the car did NOT full up the gas to full. It was just under, which accounts for 80-100 miles on the road. I also wrote this to [redacted], but again, it's gone ignored. I do not know why you do not want to address this issue, but it NEEDS addressing. Turo have not confirmed they have spoken to the car owner to penalized them in anyway. They are free to rip-off more customers in the future, which does not give me confidence in the rental marketplace that Turo has. These kinds of people cannot be free to rent their vehicles with existing damages, and attempt to squeeze money out of customers. Something needs to be done and Turo isn't doing this. I need to know that this car owner will be punished and removed from the plaform. This is not right.
To summarise, it's been an absolute nightmare. Turo offers no phone support and asks me to book slots to speak to them. even then, they do not call. I have to email them and wait over 24 hours. Yet... they say I need to submit everything and have everything addressed within 24 hours. It doesnt add up and it makes zero sense whatsoever. Im not sure what their game is, but it's really not an honest one.
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Turo is still not taking responsibility for the wrong information I was given over the phone on their recorded phone lines by two of their employees. Both employees assured me that I would be able to have the cleaning covered without the renters admittance of smoking in the vehicle. They are not understanding that they gave me wrong information, and that there is no way I could have known the car was smoked in once the renter cleaned the car, and until I drove the car after the renter left and had signed the checklist. I still think Turo is responsible for the cleaning because they gave me wrong information over the phone. If the employees had told me that I had to have the renter admit to smoking to get it covered, then I would not have gotten the car cleaned, and thus not had lost the rest of the money I paid to clean the car. Sincerely,[redacted]

I’m sorry to hear about the difficulties [redacted] had during her trip and the resulting damage claim. We know instances of reported damage can be very frustrating, and we make every effort to review all claims thoroughly and impartially.
 
[redacted]’s trip took place from February 14 to February...

20. The same day the car was returned, we received notification from [redacted]’s host that the windshield was cracked. The host submitted pre-trip photos that showed the undamaged windshield and photos taken afterward that showed significant cracks. We notified [redacted] and asked her to submit any documentation she had to help us make a determination about the damage. The only documentation we received from her was a screenshot of trip messaging that shows she notified the host on February 20 that there had been chips in the windshield that had gotten worse during the course of the trip. Unfortunately, the pre-trip photos submitted by the host did not show any chips, and [redacted] provided no evidence that the chips were present when she picked up the car.
 
In order to perform a fair and accurate review, we rely on documented evidence to make our determination when a claim is filed. These policies and procedures are documented on our website. We state explicitly that guests may be held responsible for any damage that has not been documented as pre-existing, which is why taking pictures before and after every trip is crucial.
 
I do apologize that the process so far has been disappointing. The damage claim is still being reviewed, and [redacted] has not yet been charged for any repairs. If she has further documentation or additional questions about the process, I encourage her to reach out to the Claims Associate handling her case.
Best regards,
[redacted] [redacted]

Initial Business Response /* (1000, 5, 2015/10/14) */
We're sorry for the poor experience that [redacted] and [redacted] have had with our company. I'd like to explain a little more clearly what has occurred, with the hopes that we can shed some light on what the problem actually is here.
RelayRides...

explicitly prohibits sharing information between accounts during the sign up process and in our Support forums, we do state that users may not enter information that belongs to someone else, which includes but is not limited to payment methods and contact information. This is due to safety concerns regarding potential identity theft, or inappropriate credit card charges. We also explicitly prohibit users having multiple accounts. Unfortunately in [redacted] and her husband [redacted]'s case, [redacted] and [redacted] had multiple issues of sharing information as well as multiple accounts being opened with some of their information on those accounts.
Verification issues cannot be resolved over the phone, due to the sensitive nature of these issues and the fact that we use email to verify accounts. Ultimately, because [redacted] was unable to explain or describe the accounts that he was connected to, we had to shut down all the accounts that [redacted] and [redacted] had created. This is a standard procedure we employ whenever someone is unable to explain how or why their information is on a different account, as we find that this effectively protects customers from having their information be misused or stolen.
Again, we do apologize for the inconvenience that [redacted] and [redacted] have experienced.
Regards,
[redacted]
Customer Support Manager @ RelayRides
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We provided all the information you requested. Since we are not able to talk to a live person on the phone in the verification department, there is no way to resolve this issue because of the itic policies you have put in place. I can't imagine how difficult it would be if we actually had any issues when we rented a car and needed customer service! That is probably why you have so many complaints, and someone still hasn't been able to locate their car that was rented out through your company and was left high and dry because of your lack of service. We just want all of our credit information and drivers license information deleted from your company! We will continue to pursue this complaint, until this happens and we will be telling everyone we know not to use Relay Rides because we have never experienced a company like yours- where there is no customer service to talk to through the verification department. I am shocked you are still in business!
Final Business Response /* (4000, 9, 2015/10/16) */
Again, we are sorry for the experience [redacted] and [redacted] have had.
As mentioned to [redacted], when a user creates their account, they agree to our Privacy Policy, which states we reserve the right to store that information for a reasonable period of time. Internally, this means for tax and auditing purposes we need to store the information for a certain length of time. To note, RelayRides does not sell, trade, or rent any customer's or applicant's personal information to others. We will not share the personal information we collect from our users through the marketplace with third parties, except as described in the Privacy Policy.
Thus, while [redacted] and [redacted]'s account have been closed to the best of our ability, the information has not been deleted at this point in time. We encourage [redacted] and [redacted] to read our Privacy Policy if they have more questions or concerns about this, found here: http://support.relayrides.com/entries/XXXXXXXX-Privacy-Policy
Once again, we do apologize for any inconvenience.
Regards,
[redacted]
Customer Support Manager @ RelayRides

Complaint: [redacted]I am rejecting this response because: I am not being dishonest . And frankly as a business owner myself, I am appalled at the way I am being treated. I would never in my life treat a paying custom like I have been treated.   Calling a customer a liar has never been a thing. Since when is that okay to do? When is it okay to take money from me and also money from a Turo renter customer for Insurance coverage to only not be covered. That’s called stealing and that’s being dishonest. I can promise you won’t be in business very long if this is how you treat customer.  It’s  called customer service 101, you try and make a resolution. You don’t literally make a guess or assumptions about how many miles my car may have had, then call me dishonest. Then just pretend I’ll be ok with all that. No, you approved me to rent the car, we paid for insurance coverage, an accident happened, and I just expect that I get what I paid for. Sincerely,[redacted]

I’m sorry to hear about [redacted]’s experience with Turo. We know that the approval process can be frustrating. We review all members to see that they meet our eligibility requirements, and do background checks to ensure that the Turo marketplace remains strong for all its members.
As is noted in...

our Terms of Service, we may accept or reject an application at our sole discretion. We know that the policy may seem harsh, but we prefer to err on the side of caution when it comes to the safety and integrity of the Turo community.
I’m sorry that we’re not able to provide more information. We hope to make the approval process more transparent in the future, but it’s not our policy to reveal the details or findings of our investigations at this time. While we’re not able to offer more details or reinstate [redacted]’s account, we do wish her the best in the future.
Kind Regards,
[redacted]
Customer Support @ Turo

[redacted] mentions several incidents here, so I’ll do my best to break them down and respond to each one individually.
First, [redacted] says that he contacted Turo when the the taillight on the car he had booked burned out during his trip and that Turo had no policy for handling such an issue. Turo...

does have a policy, and that is for the guest to contact the host and together decide how best to handle the issue. I listened to the recording of the phone call between [redacted] and our Customer Support agent, and that is what the agent advised [redacted] to do.
There is no one-size-fits-all solution for minor issues that arise during a trip. Each host/guest pair may choose to handle the situation differently, and Turo gives them the freedom to do that. Had there been a serious mechanical failure, Turo would have sent its 24/7 roadside assistance to aid [redacted]. In this case, however, [redacted] and his host decided it would be best if they met and fixed the light. [redacted] says he used gas and mileage to meet the host, but there’s no record of how far he traveled out of his way to do this. In working with the host to address this issue, [redacted] would have had some say as to where the two could meet.
At the end of that trip, [redacted]’s host reported that [redacted] exceeded the mileage included in the trip by 271 miles. A host’s vehicle listing page always specifies the number of miles included in a trip, so [redacted] would have known up front the distance he was permitted to drive while he had his host’s car. A host’s listing also clearly states the price per mile they will charge if a guest exceeds the agreed-upon distance. In this case, [redacted]’s host charges $0.25 per mile for additional distance. The fact that [redacted] drove 271 miles more than the agreed-upon distance is a separate issue and not tied to the issue with the car’s taillight. Still, I can understand that [redacted] wanted to be compensated for the inconvenience of having to spend time having the light fixed. But it seems that his host did compensate [redacted] for that inconvenience by charging him for only half of the excess distance he drove.
[redacted] also references an experience he had during another trip. He says that he was charged a late fee for returning the car an hour late and feels the fee should have been waived because he accommodated the host by picking up the car early. I checked the Turo messaging between [redacted] and his host for that trip and did not see that his host asked him to pick up the vehicle early. I did see that the host asked [redacted] what time his flight was getting in. If this request for an early pickup did happen, then it was made outside of Turo messaging, so I’m unable to verify it.
In any case, [redacted] was under no obligation to accommodate his host if he did not want to. In fact, Turo requires guests to modify the length of their trip and have that modification approved by the host if a trip is going to begin earlier than the current reservation time. There was no record of such an update on this trip. An exception can be made if both the host and guest are in agreement about the early start, and they are using the guided handoff in the Turo app, but even in that circumstance, the new trip start cannot be more than an hour earlier than the officially booked start time. If [redacted]’s original trip start time was tied to his flight’s arrival time, it likely would have been difficult for him to get to the vehicle’s pickup location significantly earlier than was originally planned.
Still, had he agreed to an early pickup and been able to make that accommodation, that was strictly [redacted]’s choice. His late return of the vehicle is another matter entirely, and his host was within their rights to charge a late fee. On-time returns are extremely important as hosts may have another booking scheduled, and a late return could inconvenience another guest. Also, the insurance coverage for a vehicle is valid only during the booked time of a trip, so his host’s car was unprotected during that extra hour that [redacted] had the vehicle. Turo has a process in place for guests who may run late to contact their host and request a trip extension. An approved extension keeps the vehicle protection plan in place and protects the guest from being charged a late fee.   
Finally, [redacted] says that he should not have been charged a cleaning fee because his host’s car was dirty and smelly when he picked it up. Unfortunately, [redacted] was unable to provide any evidence to support his claim. We direct hosts and guests to take pre- and post-trip photos of the vehicle to document its condition. These photos are crucial to our being able to determine whether a cleaning claim submitted by a host is valid. In reviewing [redacted]’s case, I did discover that he was charged $30 more than he should have been for cleaning services. I apologize for the mistake and have refunded [redacted] the $30 as well as the $25 administrative fee attached to the cleaning claim -- a refund total of $55.
I hope [redacted] now feels better informed about Turo policies and processes and understands more fully why we’ve put them in place. I hope, too, that my investigation into his concerns and my apology and refund show him that we take our users’ complaints seriously, and are always working to improve the Turo marketplace.
Best,
[redacted]
Customer Support @ Turo