Turo

I’m sorry to hear about the issues [redacted] experienced during his trip. The safety of guests on the Turo [redacted]etplace is one of our highest priorities, so it’s particularly distressing to hear that [redacted] did not feel he was provided a safe car for his trip. Our Customer Support team is available 24...

hours a day to assist with any issues a guest experiences during their trip. Had [redacted] let us know about any of these issues as they were happening, we would have done our best to provide any necessary roadside assistance and potentially find him a new car if necessary. It’s much harder for us to help when issues are reported after the fact.
 
[redacted]’s trip was scheduled to begin on March 8th and end on March 11th. The first indication we got that there were any problems with the car was on March 20th when [redacted] submitted a safety concern about the car. We investigated the issue thoroughly at that time and were not able to substantiate [redacted]’s concerns. We regret that [redacted] did not let us know about any issues sooner so that we might have been of more assistance.
 
We do consider cleaning issues separately from safety concerns. Regardless of the findings of our investigation into the car [redacted] used for his trip, he is still required to return the car in a clean condition. We received a report from [redacted]’s host that the car was returned dirty and had needed to be cleaned on March 12th, within the required timeframe for hosts to report issues under our policy. [redacted]’s host also submitted pictures of the unclean areas of the car’s interior and exterior along with a receipt for the cleaning expenses. We reviewed the report and the trip photos submitted and determined that we would approve [redacted]’s host’s reimbursement request on March 19th. I have confirmed that we did email [redacted] to notify him that same day. I sincerely apologize that he did not receive that email.
 
I understand that the amount of dirt in the car seems insignificant. As hosts are relying on guests to keep the car clean so that they can provide the car, sometimes within an hour, to another guest, the car’s cleanliness is extremely important. I know this seems unfair given the state of the car as [redacted] has described when he picked it up. Unfortunately, we received no indication from [redacted] that the car was not provided in a satisfactory condition, and the trip photos taken before the start of the trip do not show the car to be as [redacted] described.
 
We do believe that the cleaning fee in this instance is valid. I’m sorry that [redacted] does not agree. If [redacted] has additional documentation to show the condition of the car when he picked it up and returned it, we’ll be happy to revisit the issue.
 
Best,
 
[redacted]
Customer Support @ Turo

Complaint: [redacted]I am rejecting this response because:
This entire message goes against everything that the actual customer service representative has told me throughout the process. This leads me to believe neither representative. I maintain that I believe every step in the process is in favor of the owner and that communication is poor at best. The entire process has been unprofessional and I will continue to share my experience with others and warn them against utilizing this company. I believe that the entire process leaves the renter at the mercy of the owner and is a setup for insurances scams. Unfortunate that we have been taken advantage of but we will not make that mistake again and have already kept many of our friends from making the same mistake with this company. 
Sincerely,[redacted]