Turo

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] Photos we’re not previously made availableNow that I have seen the dash board it is clear that would not require $worth of cleaning, but a light wipe down at mostDid the owner of the vehicle assume $in damages, if so, I would like the receipt validating the charges he incurred Turo, I feel is taking advantage of customers with Administrative fees and charges unsubstantiated by receiptsI know that the admistrative fees are not a lot to a giant company like Turo, but it is a lot to people like usAgain, please provide verification that it cost $to wipe off the dash board or refund at least administrative or total charge that I incurred

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

Complaint: [redacted] I am rejecting this response because the damage should still be coveredTuro based on the previous trips I had with them and making them money, Turo should make a one time exception and have this repair or at least 50% of the damages should be covered just to show that they care about their owners who rent their vehicles on Turo site Sincerely, [redacted] ***

I’m sorry to hear [redacted] received a charge for excess mileage that was not what she expectedThe mileage allotments do vary depending on how long a guest has the carWe apologize if [redacted] did not realize the mileage limits that were associated with her trip As cars decrease in value depending on their mileage, we allow hosts to specify the distance they want their car to be driven and give them the opportunity to determine the overage fee that best compensates them for that depreciationHosts set mileage limits per day, per week, and per month, and a weekly rate may allow for less miles than a daily rateWhen guests determine the length of their trip, they will see the mileage limit change on the listing before they book [redacted] ’s trip was twelve daysWhile the daily mileage allotment was set at miles, that limit did not apply as [redacted] ’s trip was longer than a weekAfter [redacted] set the dates of her trip, she would have been shown the total mileage allotment was 1,milesShe should also have received this information on her receipt, and she can view it on the trip details in her Dashboard on Turo The host for [redacted] ’s trip documented the mileage at the start of the trip as 31,miles and the ending mileage as 33,682, making the total distance [redacted] traveled 2,miles (miles over the mileage allowed for her trip)As noted on the host’s listing, each mile over the limit costs $At the host’s request, we charged [redacted] $for the miles driven over the limit plus a 3% processing fee of $ I know the mileage limit process can be a bit confusingI apologize that [redacted] was not able to reach someone right away to have it explained thoroughlyA Customer Support representative did reach out to [redacted] last week regarding the issueI hope that helpedIf [redacted] still has questions, I encourage her to reach out to the Customer Support representative she was working with for further assistance Kind Regards, [redacted] ***

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

It’s clear that [redacted] has found this experience to be frustratingI can add a little more information here that I hope will clarify things [redacted] says that she had to send multiple emails in order to get a response, but when I look at the history of her correspondence with us, I can see that she sent four emails to us all on April Turo strives to respond to emails within hours or lessWhile I can absolutely understand [redacted] wanting to have her concern addressed quickly, sending multiple emails within such a short time frame can actually confuse things as multiple agents, each responding to one of her emails, may end up addressing the same issueBefore we could respond to her emails, [redacted] called our Emergency line asking that her concern be addressedThe Emergency line is not meant to handle billing issues, so the agent let [redacted] know that someone would be responding to her emails As for the hold on [redacted] ’s account, she did issue a chargeback with her bank for a trip she had booked in JanuaryWhen a guest issues a chargeback -- that is, disputes a charge on their payment card -- Turo receives notification that the charge is under investigation and has hours to decide whether or not to refund the cardholderIf no refund is issued, the bank takes the funds back from us and refunds the cardholder while they investigate the caseWhen we receive a chargeback alert, we put a hold on a user’s account, which is what we did with [redacted] ’s accountIn this case, either [redacted] ’s bank or [redacted] quickly closed out the dispute, no funds were taken from Turo, and the case auto-closedThis is an extremely rare circumstanceThat being said, Turo should have removed the hold from [redacted] ’s account at that time, but we missed it because of the quick change in the chargeback status and the auto-closeOn April 29, we were able to verify via documentation from our payment processor that the chargeback had been dropped, and we immediately removed the hold on [redacted] ’s account; she was then able to book a trip on our platform I am very sorry that this oversight caused [redacted] frustration and prevented her from booking a tripThe circumstances were out-of-the-ordinary, but we’re happy we were able to resolve the issue for [redacted] and that she’s been able to book another trip with usBy way of apology for any frustration or wasted time this has caused, we’ve provided [redacted] with $of Turo travel creditThis will apply to [redacted] ’s next Turo trip or extension automatically I hope [redacted] sees and appreciates that we truly want to do the right thing, and she feels as though she has been heard and her issue addressed Best, [redacted] Customer Support @ Turo

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ We're sorry for the poor experience [redacted] has had with RelayRides [redacted] paid $for the rental, and due to the problems that arose at the end of the rental, [redacted] was charged an additional $in late fees, cleaning fees, and unexpected transportation costs The vehicle [redacted] rented was inspected shortly before this rental and the owner had provided us with documents showing the vehicle's condition, which was reported to be good at the time of the inspection the vehicle did not have the issues [redacted] has claimed hereWhile we aren't saying that the vehicle was therefore in perfect condition at the start of the rental, we do tell our renters that it is their responsibility to report any pre-existing issues to RelayRides at the start of the trip (https://support.relayrides.com/hc/en-us/articles/XXXXXXXXX-The-car-had-pre-exis...⇄ process is made easy with our buiTrip Photos feature, which allows you to take photos of the car and upload them immediately to the RelayRides websiteUnfortunately, [redacted] did not report any issues with the vehicle until after the car had been returned, and after the owner reported being severely inconvenienced by having to change his return plans in order to accommodate the renterThe owner spent more than an hour searching for the vehicle himself at the airport, when a renter is supposed to return a vehicle directly to the owner While we are sympathetic to the scenario [redacted] has described, [redacted] has also reported that one display issue had been reported to the renter before the trip started by the owner [redacted] decided to keep the vehicle despite this, and did not report any problems to RelayRidesInstead of returning the vehicle directly to the owner or meeting with the owner in a chosen location, [redacted] returned the vehicle to an airport parking lot and then did not provide the owner with explicit instructions on how to find said vehicle RelayRides is unable to assist renters with problems if they are only reported after the fact; it is very, very important for a renter to report a problem as they discover it so that we can help right away, either with partial compensation or assistance with finding and reserving a different vehicle [redacted] has also not provided any documentation whatsoever to help corroborate the vehicle's issues or any communication with the owner, although we do have the reports of the vehicle's condition before the tripWere [redacted] able to provide us with any of this, we may be able to help more At this time I have refunded $to ***; this is the cost of the taxi that the owner had to take to get to the airport and recover his carHowever, we are unable to refund for the cost of the rental, as [redacted] kept the vehicle the whole time and did not report any issues to us about the vehicle, and we are unable to refund the cleaning fee or the late fee, as the vehicle was not clean upon the owner locating the vehicle after searching for it for more than an hour We do apologize once again that [redacted] has had a bad experience and hope this partial refund will helpPer ***'s most recent message to our Support team, we have also closed the account at this time Regards, [redacted] Customer Support Manager @ RelayRides Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) all was a lie either from Relayrides or owner, I am a victim of their scheme, as I had explained earlier, on their web on time of booking car listed as good condition, when time picked up the car started have trouble, first with airbag light and later with electric problem, as their last minute notice with options given, cancel it or be refund, I have reserved and be charged months in advance to be sure to have it on time pick up, I didn't want to cancel nor refund, why they forced me to accepted it without giving me time to look for another option? why they didn't provide me a good car as promised? why they didn't replace it with another ? why last minute ? when in my email I told them I had no choice, why they put me in that situation? as a renter if I gave them the same late notice as it I am going to lose all my prepaid rent even without getting car, during my stay due to the car condition for fear of safety issue and being get lost , I haven't used it as much as my frustration, and with the difficulty to access to the internet and cell I can only reported the afterward issues with the owner over the phone on return day which the owner recognized it by volunteer to do the taxi job to get the car at airport and made some money, as a renter without experiences I have been set up by Relayrides and owner with their tactics, with all their disadvantage over the phone and later lie a bout it more than that they know how to turn my worst situation to their profitable when I was suffer to deal with the situation, therefore I am asking to have a refund of $for their mislead advertised on their web when provided unsafely car, too old with high mileage, put our lives in danger Best regards [redacted] Final Business Response / [redacted] (4000, 9, 2015/08/03) */ Vehicles on RelayRides are owned and maintained by individual ownersOwners will normally maintain their vehicles appropriately, and ensure renters receive their cars in good condition before their rentals startIn this case, the owner became aware of a problem shortly before the trip started (with the aforementioned display light) and informed the renter of it, asking if [redacted] wished to keep the vehicle, cancel for a full refund, or find a new vehicle [redacted] chose to keep the vehicle instead of canceling or renting one of the owner's other vehicles, and stated he would return it early if the vehicle was not suitable [redacted] did not report any issues to RelayRides, nor did he return the vehicle early Once again, RelayRides had no way of knowing any of these issues because [redacted] did not contact us at all about these problems, and the owner judged the issue to be minor and gave the choice to the renter, rather than to usWe were only informed of the issues when the owner reached out to us about not being able to locate his vehicle after the rental had ended; we then reached out to ***, who thus provided us with more details about the trip [redacted] has used RelayRides multiple times this year, and had reached out to us frequently with questions and concerns (unrelated to this issue), which we were able to assist him withHad [redacted] contacted us earlier either via phone or email, we would have been more than happy to assist him; however, we cannot provide assistance after the factFurthermore, this particular owner has a reputation of ensuring his vehicles are appropriately maintained; if something comes up shortly before a rental occurs, he contacts the affected renter immediately and offers them a choiceThis is what occurred with ***'s trip Given [redacted] chose to keep the vehicle and used it for his entire trip, despite being made aware of any issues that would have affected him beforehand and being offered a choice, we are not able to refund the cost of the rentalWe also are unable to offer a refund for the late fee of hour, as it was ***'s responsibility to notify the owner of where he parked the vehicle (as he didn't return directly to the owner)Given it was also ***'s responsibility to return the vehicle clean, we cannot refund the cleaning fee eitherWe did previously refund the $charge for the owner's taxi in recognition of ***'s difficulties with this rental, but we are not able to provide any further refunds Regards, [redacted] Customer Support Manager @ RelayRides Final Consumer Response / [redacted] (4200, 11, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again it was a lie, looks at the facts and their statements were contradicts itself, if the car was provided documents at perfect condition why it started to show problems before delivered? at it old condition with very high mileage, the problem could be happened at any moment, Relayrides and car owner never mentioned or warned the renter about it condition, it was a fraud, and only noticed to the renter at the last minute with car problem to trap the renter with no choice, now they both said offered me another car option, it was a lie, I wished I have had that option rather than the headache with a trouble car, in my email I have explained to Relayrides that due to the car condition and I was far away from pickup point, therefore I can't bring back the car until returned day and have reported the problem over the phone to the owner and owner responsibility to report that to Relayrides, if Relayrides mentioned that I have rented a few time on it web, yes there were no issue because the cars were not too old with low mileage no trouble, it proved that I was a good standing renter, from now on I may never rent from Relayrides again once knowing that Relayrides have misled advertises on it web and had many hiding charges and lies about the facts therefore I am asking a refund of $for a useless car, dangerous condition, and a lot of headache on my vacation I am a lady of years old(she) Thank you [redacted] **

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

I am incredibly sorry to hear about all of the difficulties [redacted] had with this guestThis is far from a typical experience on Turo, and it is certainly not the kind of experience we ever want a host to haveWhile we have a number of verification processes in place, there is no way for us to anticipate that a guest who passes our verification checks will behave in such a disrespectful wayThis kind of behavior is extremely, extremely rare, and again I apologize to [redacted] Let me quickly address the last part of [redacted] ’s complaint firstWhen I checked on her account, I saw that on January 3, we reimbursed [redacted] $for her guest’s late return of her vehicle0n January 8, we paid [redacted] $to compensate for the additional mileage her guest drove above and beyond the mileage limit [redacted] had setOn January 8, we also reached out to [redacted] to let her know we would compensate her $for the smoking damage to her carWe asked [redacted] to send us her cleaning receipt within the next seven calendar days, as per our policy, so we could then process that reimbursement for her When it comes to the damage to [redacted] ’s center console, the problem is that we have no way of knowing what condition it was in before [redacted] ’s guest picked up the vehicleWe ask guests and hosts to take “pre” and “post” trip photos of the car for exactly this reasonWhile [redacted] did take several pre-trip photos of her car and uploaded them to Turo, none of those photos showed the center console [redacted] did later send us a picture of the center console but because it wasn’t uploaded before the guest’s trip began, we cannot confirm that it was taken prior to the guest taking possession of [redacted] ’s vehicle When it comes to the damage to [redacted] ’s rim, we’re presented with a similar situationWe have no way of knowing whether or not this damage occurred during her guest’s tripIt’s understandable that [redacted] doesn’t have pre- and post-trip photos of the damage to her rimAs she says, it’s not in an area that’s visible without removing the tire, and she’s certainly right about that Despite the lack of photographs, we could have worked with [redacted] had she reported the damage in timeTo protect guests from being held responsible for damage that occured after the end of their trip and to help ensure that hosts are regularly checking their vehicle’s condition, Turo requires that damage be reported within hours after the trip end [redacted] says she assumed the problem with her tire leaking air was that it simply needed more air, and that’s why she didn’t report the problem to us right awayIf there was any problem at all, [redacted] should have reported it to usIf it turned out to be simply a case of a tire needing air, then the issue would have resolved itselfHad it been something more, we could have addressed itBut in this case, [redacted] waited several days to contact usI understand the reasons she shares for getting in touch so late, but by doing so, she asks us to assume without evidence that the damage to her rim was caused by her guestIn fairness to her guest and all guests, we cannot make those kinds of assumptionsWe have no way of knowing who was driving the car during those days when the damage went unreported and what might have happened to it then I’m sorry that [redacted] is unhappy with the outcome of this situationAs noted above, in every case in which she followed our policies regarding timelines and documentation, we held up our end of the agreement and reimbursed and/or paid [redacted] When it comes to treating our users fairly, Turo does everything possible to protect both hosts and guestsIn this case, [redacted] is (understandably) looking at the situation only from her point of viewWe have to consider both sidesThat’s what our policies allow us to do and why we work so diligently to adhere to themOnce again, we sincerely apologize for the poor experience [redacted] had Best regards, ***Customer Support @ Turo Tell us why here

I’m sorry [redacted] feels as though he was not treated well by Turo and his hostThe information he shares here does not quite match up with the information we have documented, so I’m happy to walk through the situation [redacted] booked a trip in his host’s vehicle for February to February On February 16, [redacted] contacted his host to ask if he could reduce the rate for his vehicle, but his host declined and reminded him that he had already reduced the rate for him when he initially booked the carThe next day, [redacted] ’s host asked him if he wanted to extend his trip, and [redacted] again asked for a discountAnd he asked again the following dayHis host declined [redacted] then asked for a discount for just two days because he was low on funds, and his host agreed with the provision that [redacted] would be charged in full when he extended the trip beyond those two daysTo accommodate [redacted] , his host blocked the vehicle listing so he could make it available only to [redacted] , and no one else could book it [redacted] ’s original reservation ended February 19, but he did not extend the reservation on the 18th as he and his host had plannedOn February 20, [redacted] contacted his host to say the he had fallen asleep and that’s why he didn’t extend his reservationHe then asked his host if he had any cheaper cars Given the arrangements that they’d made, [redacted] ’s host was under the impression that [redacted] had booked additional days in his vehicleWhen he discovered that [redacted] had not officially extended his trip via the Turo platform and still had the car, he sent several messages over the course of two days trying to get in touch with [redacted] and asking him to return his car [redacted] eventually responded by sending the host his phone number and asking him to callTwo days later, [redacted] messaged his host to say that he had been unavailable to take calls because he had left his phone in an *** Despite the messages from his host, [redacted] did not message him back to arrange to drop off the carOn February 25, [redacted] contacted Turo support and said that he hadn’t been able to get in touch with his host to drop off the carTo facilitate the return, the Turo agent arranged for [redacted] to leave the car at a drop off point where a tow truck would pick it up and return it to his host The car was finally recovered five days after [redacted] ’s original reservation had endedThere were a number of consequences to [redacted] ’s actions [redacted] did not have his host’s permission to keep the car for an additional five days, which caused his host understandable stress and concern as to the location and condition of his vehicleAlso, because [redacted] did not extend his trip with the vehicle or book a new one through Turo, his host’s car was not covered by a Turo protection policy during the five additional days that he had the vehicleHad it been damaged in any way, Turo would not have been able to cover the claim because no vehicle protection plan was in place at that timeFinally, Turo incurred the cost of a tow truck to recover the vehicle since [redacted] did not return it to his host as scheduled [redacted] was charged for the additional five days the he kept his host’s car as well as for failing to return the vehicle with the same amount of gas it had when he picked the car upThose charges are valid and appropriate, but, as he says here, [redacted] is unwilling to take responsibility for these charges and has disputed them with his bank It’s unfortunate that [redacted] is unwilling to pay for the five days that he kept his host’s car and for the gas used during the tripThere’s nothing punitive or harsh about these chargesThey are simply what is due to [redacted] ’s host based on the unexpected, additional time that [redacted] kept the carWe hope he will reconsider his position and honor his responsibility Best,***Customer support @ Turo

I’m very sorry for the unfortunate experience [redacted] has had with his recent damage claimI 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 listedTuro has a number of listing requirements, including that no car registered or residing in New York state may be listed on the Turo platformFurthermore, no Turo rentals can begin or end anywhere in New York stateIt 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 TuroTherefore, we must stand by our decision to deny coverage for his damage claim I apologize for the inconvenient nature of this outcomeIf [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

Complaint: [redacted] I am rejecting this response because: This is not trueI didn't rent my car in NyMy last trip, I handover the keys in Ny but because ustomer requested it within the last minuteThey are talking about all of my listings, so why they didn't do anything until now? They took from me 25% insurance feeIf they don't provide insurance, they should never allow me to rent the carWe are not talking about my all listingsWe are focused on my last rental which was rented in Nj and had accident in NjYou can see accident report as attachedHe was on his way to drop off the car in NjHe rented in Nj and supposed to return in NjThere is no solid proof that car was rented in NyRenter came to me in one hour with [redacted] and he drive back to Nj with [redacted] to pick up my carSo car was rented in NjHad accident in NjTuro is scam insurance company that charges everyone premium and then don't willing to pay for the damages based on their scam investigationIf you contact [redacted] ***, he will also tell you the same thingHe came to me in rush to pick up the keys and went to pick up my car from Nj because I was in Ny at that time and car was in NjSo legally car was rented in NjYou can't just run away from responsibility based on your assumptionsEven big insurance companies not scamming you this wayThis is your renter who rented my car and you have to pay for my carYour renter ruined my car and I'm a student who is trying to pay his tuition with TuroNow they runaway from their responsibiltyI urge everyone to not deal with this business because they are good when you generate money for themOnce you cost them money they will turn their back to youSo I'm not agree with their statement and I will go to court and make them pay for my car And I will use every public tools to make myself heardPeople should know what they do and take cautionUsa is no place for scammers.Sincerely, [redacted]

I am very sorry that [redacted] is unsatisfied with our resolution regarding his smoking claimIn order to honor a smoking claim, the support team needs to see either of the following: Photo evidence (ashes, cigarette butts, etc.), or the signed checklist along with an admittance to smoking on the checklist; in the absence of having a checklist, we’d expect it in the trip messaging Unfortunately, we only received the signed checklist, which did not mention or acknowledge a smoke smellThe email that was sent to [redacted] informed him of the evidence we need in order to honor a smoking claim, but the messaging could have been clearer For that reason, we have decided to refund [redacted] for half of the cleaning reimbursementWe can also see from the trip messages that the traveler denies smoking in the vehicleThe checklist itself does not suffice as evidence, as it does not prove that the traveler smoked in the vehicle unless the owner and traveler both acknowledge the smoke issue on the checklist There is no concrete evidence that smoking occurred in the vehicle; this is why we c***ot rightfully charge the traveler for a reimbursement cleaning feeHowever, we have reimbursed [redacted] for half of the cleaning charge out of our pocket, and we feel that issuing this reimbursement considering the lack of evidence Once again, I am sorry for this inconvenient experience Best, [redacted] ***

I’m sorry to hear about [redacted] ’s experience renting through TuroI understand his disappointment in not receiving a refund for a trip he was unable to takeIn this case, a no-show cancellation was applied after [redacted] did not arrive at the pick up destination on time, and we stand by that decision Cancellations without notice are not subject to refunds under the guidelines laid out in our Terms of ServiceWhile I understand [redacted] did not formally cancel the reservation, he was unresponsive to both communications from the car owner and Turo’s Customer Support, which resulted in the designation of a no-show cancellationThe owner waited over thirty minutes before contacting Customer Support and an additional fifteen minutes after Customer Support reached out to [redacted] before the owner could not wait any longer, and the trip was canceledAs a courtesy to [redacted] , we refunded him the $protection fee, although typically a traveler no-show does not come with a refund I know this result is not what [redacted] would like given his intention to complete the rental; however, due to the late arrival for pick up and lack of communication, the decision to adhere to this outcome is in line with Turo policy I apologize again for the frustration Best, [redacted] Customer Support @ Turo Tell us why here

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

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] ***

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

I’m sorry [redacted] is upset about his experience with Turo’s Customer Support teamI imagine he may have felt extra stress because of a tight turnaround time with his trip adjustment, but we feel that things were actually handled very smoothly On the evening of March 1, [redacted] booked a trip that was scheduled to start the morning of March The next morning (March 2), [redacted] contacted Turo because he was concerned that the car’s owner had not responded to his messagesSince only hours had passed from the time [redacted] had made the booking until the time he contacted Turo, we did counsel him to give his host a little more time to be in touchIn the notes the agent wrote documenting her phone call with ***, she said that she had let [redacted] know that if he did need to cancel because his host was unresponsive, he could apply the funds from the cancelled trip to a new booking When [redacted] called back later that afternoon, the agent he spoke to did cancel his trip and let him know that he could use the funds from the cancelled trip to rebook a new vehicleWe understand how disruptive host cancellations can be for guests, and having an unresponsive host is not an experience we want anyone to haveAnd although it did not help him in the moment, we do have a strict host cancellation policy in place, and there are consequences for hosts who do not follow it, including ***’s host [redacted] said it was not possible after the cancellation for him to rebook a car that suited his budget and travel daysI can understand that that may have been the case because he was looking for a car for that weekend and needed a host who offered deliveryWe can never guarantee vehicle availability, especially with little advance noticeFor this I am very sorry as I know it was inconvenient for *** Finally, [redacted] says that he is upset that he was not able to speak to a managerIn reviewing the notes of the agents who took ***’s calls demanding to speak to a supervisor, they said that he was abusive to them and used profanityI can understand [redacted] being upset, but we do expect customers to treat our agents with respectAlso, [redacted] was calling because he was not able to find a vehicleThere is nothing a manager could have done to change that situationTuro agents are informed and empowered so that they can handle situations for our customers without a supervisor’s intervention, which is what happened in ***’s case Again, I apologize that ***’s host was unresponsive, and that he was ultimately unable to find a vehicle for his next-day tripAs much as we would like it to be otherwise, some things are simply out of our control Kind regards, [redacted] Customer Support @ Turo

Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ [redacted] rented a vehicle on Turo from December 8th to December 9th, during which time he reported that his rented car was struck by a hit-and-run driver, which caused damage to the vehicleHe reported the front bumper on the passenger [redacted] was damaged towards the end of the trip and that the driver of the other vehicle drove off [redacted] did not have his own insurance, so he purchased our Basic protection plan, which provides liability insurance up to the vehicle's state minimum and comprehensive and collision protection with a deductible of $3,This means that the renter would be responsible for the first $3,of costs to repair the car, and nothing beyond that amountUnfortunately, since [redacted] was hit by a hit-and-run driver and did not have a police report verifying and identifying the other driver, this mean he would be responsible up to his protection plan's deductible In [redacted] 's case, we charged an initial processing fee of $The first estimate we received cost well over $3,000, so we took the vehicle to be assessed by a different adjustorUpon receiving the independent adjustor's new appraisal, they set the cost for the damage repair at $1,716.15, and the processing fees came out to $This meant the total that [redacted] owed was $2,Had the repairs cost more than $3,000, [redacted] would have only paid $3,This is the benefit of purchasing protection [redacted] 's claims representative offered to set up a payment plan with [redacted] to pay the remaining $1,off, which he agreed to doThe claims representative also warned [redacted] that the figure is not entirely "set in stone" as there may be additional work needed once repairs begin (which is referred to as a "supplement" in the insurance industry) We are happy that the accident [redacted] was in was not more severe, and we do sincerely apologize for the inconvenience [redacted] has experienced with our claims process or with renting on Turo! Regards, [redacted] Customer Support Manager @ Turo Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sure that is all well and good, however; it is UNACCEPTABLE that you attempted to charge my card the entire 3,in ONE paymentMy credit limit is 2,making it completely impossible to payAlso, this would not be an issue if you hadn't charged me all of the money without my permission FIRST, as I would have informed you that my credit card has renters insurance as well Now, my credit card is maxed outI am unemployed and am graduating college in weeksYou expect me now to pay you $per month for about months, when I only make $per week collecting unemploymentYou also forgot to mention that I would've supplied the materials necessary (a front bumper) to save money "Not set in stone" was mentioned but your staff member old me that it is HIGHLY unlikely to add more, especially another $without notificationThis is all after Turo has charged me about 1k in JUST processing fees,this is absolute robbery I also still neeed to rent vehicles to get from class to home, because I had to sublet my apartment after these ridiculous fees hit my account, and am spending much more money than I should whilst you refuse to rent me another vehicle even with my payment plan set up I am appealing your charges with CHase/VisaYou've not seen the last of me, and i've received nothing but disrespect and inflexibility from Turo nearly since day Final Business Response / [redacted] (4000, 10, 2016/01/08) */ Actually, Turo did not attempt to charge you for $3,all at onceAccording to your charge and invoice history and your conversation with the claims representative, we attempted a $charge initially that was declined, and then you were charged $and $to satisfy the initial $You were subsequently charged another $after thatAt no point was an attempt made to capture $3,up front; you have only been charged $1,total for the $2,that is owed Again, we do sincerely apologize for any inconvenience that this has caused youI am sure that the claims representative you are working with is willing to be more flexible in discussing a different payment plan, as I see you have not responded to him via email to discuss changing or altering any sort of payment plan recentlyAs I am the Customer Support Manager and do not work in claims, though, I'm not authorized to do this myself If you wish to use our services, you'll need to pay off your unpaid balance as well as agree to said charges (e.g., not appeal the charges) if you don't accept our policies, we regretfully won't be able to let you rentIf you want to discuss your membership directly, as well as any modifications to your payment plan, I highly recommend replying to the email with the claims representative! Kind Regards, [redacted] Customer Support Manager @ Turo

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ We are sincerely apologetic about this situationAfter ***'s minor accident with RelayRides, we began the claims process with him, which can often take between a week and a few monthsThis 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 partnerRegretfully, 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 claimsUnfortunately [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 updatesHe's always welcome to reach out to us by visiting support.relayrides.com and writing in! Best, [redacted] Customer Support Manager @ RelayRides