Turo

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

Complaint: [redacted] I am rejecting this response because: Turo does not explicitly state that [redacted] is the only acceptable report during the process of adding a carI understand that Turo does state this in other places on its website, but these articles are multiple levels deep in its support documentationIt is not reasonable for a company to assume that a consumer or customer will read through each and every support article prior to using its service or purchasing a productWhen I went through the process of listing my vehicle on Turo, I honestly had no idea that [redacted] had listed my car as a total lossAs mentioned in prior correspondence, I was under the impression (because of an official [redacted] report) that my car had never been claimed as a total lossAs I added my car, I checked the box labeled "My car has never had a branded or salvage title." because to my knowledge and according to [redacted] , my vehicle has never had a branded or salvaged titleI even clicked on the question mark to get more detailsThe additional details state, "A branded or salvaged title indicates that a used vehicle has sustained significant damage and/or may potentially be unsafe to driveVehicles that have ever had these titles are prohibited on Turo." (see attached screenshot of Turo's website) Turo does not state anywhere in this process that the only report it will accept for insurance purposes is a [redacted] reportBecause of this, I feel that my vehicle was honestly and correctly listed on Turo.comI am simply asking Turo to honor the contract entered into when my car was listed on its site and when it was rented out and covered by insurance and damaged Sincerely, [redacted] ***

I’m sorry to hear about ***’s experience resolving the damage claim from a recent Turo tripWe know that this situation was extremely distressing because of the extent of the damage, and apologize if working with the claims department made things more stressfulWe do our best to review all claims thoroughly We received ***’s damage claim on November 9th after a guest got into a serious accident while using his carDue to the severity of the damage, the claim was sent to our insurance partner, [redacted] ***, for reviewWe received the appraisal and estimates for the damage from them on November 16thOur initial reimbursement amount was determined from estimates they provided, including estimates for the cost of unrelated prior damage on the car Based on pre-trip photos submitted by ***, [redacted] representative made an appraisal of pre-existing damage to ***’s carThis included dents and preformation of rust on the driver’s side quarter panel above the wheel, scrapes on the driver’s side quarter panel, a dent/crease on the passenger’s side rear bumper, discoloration and damage to the paint from sun above the passenger’s side rear door, as well as nicks and scrapes on the front bumperWe sent [redacted] pictures highlighting this damage in the pre-trip photosAll other damage was deemed eligible for coverage The estimate of the cost of the pre-existing damage was $1,316.94, as calculated by [redacted] *** [redacted] expressed concern that this cost was out of line with the prior damage on the car before the accidentAfter reviewing the claim, a supervisor in the claims department came to the conclusion that the total cost of the pre-existing damage had been miscalculatedThe original estimate for the car’s total value sent to us by [redacted] included a $deduction for the amount of prior damageSubsequent estimates from them had the amount inaccurately doubled [redacted] was notified of this in an email on November 27th We sincerely apologize to [redacted] for this error, and are working with [redacted] to correct the estimateIf [redacted] has any more questions, he should reach out to the claims representative working with him on his case Kind Regards, [redacted] Customer Support @ Turo

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I wish there was an option that was neither accept nor rejectI will reluctantly choose accept because I don't plan to pursue this any further since they have now dropped the claimHowever, this story is so alarming that I think this warrants further action on the part of Revdex.comThis should be made as public as possibleLike many people, I have had many negative experiences with various companies that ranged from annoying to irritatingThis is truly the first time in my life that an experience was so negative and so indicative of systemic problems within a company that I feel a moral obligation to warn others The associate handling my case ( [redacted] ) erroneously accused me of damaging a carThis was revealed to be upon further reviewMistakes are understandable, but disallowing any mechanism for oversight, explanation, or second review is notThis company set me up with a evaluation with a cold and incompetent reviewer and does not allow speech to a personNo exaggerationI repeat, there is no mechanism in place to speak to a human at this organization in damage claimsThey have you sign up for a time a week later but send it to collections or make you go to court before you can reach the appointmentOr just cancel it unilaterallyThis is absurd and this critical piece of information (lack of access to anyone in the company except through terse and uninformative emails) was not even remotely clear to me at the time I made the agreement through themThis is deceptive and they realize thatNo one would use their service if they knew about this I am a reasonable person and needed to spend hours looking up the logistics of small claims court because of threats to send an erroneous bill to collections, and no alternative review was available without consulting the Revdex.comThis needs to be made more publicAlthough I appreciate the fact that they eventually dropped the claim, this doesn’t get the dozens of hours of my life back 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 ***’s trip ended with his host’s car breaking downI 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 $we offered to reimburse himIn investigating this case, I discovered that we had already issued [redacted] a check for $to cover his transportation costs, and that he should be receiving that check in the mail soonTo cover the full cost of his taxi to the airport plus tip to his driver, we have also refunded ***’s payment card $51.25, for a total travel reimbursement of $ [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 upWe 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 tripGiven that, we refunded [redacted] the $fuel charge, and Turo reimbursed the host for his fuel costs As for the damage claim, ***’s host submitted the claim to Turo but let us know that he preferred to work it out directly with ***“Working it out” often saves hosts and guests time and money, so we allow and support that resolution optionTuro provides both parties with guidelines for working together to resolve a claim but is not involved in the claims processThat 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 caseAt that point, we would collect and assess the evidence of the damage to determine the claim’s eligibilitySince 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 breakdownIn 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 downWe refunded [redacted] $-- 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 ***’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, ***Customer Support @ Turo

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

First of all, I would like to reiterate how very sorry we are that [redacted] car was very late in being returnedThis is a very uncommon experience and our Trust and Safety team works hard every day to prevent situations like thisWhen situations like this arise, we do everything we can to make things right for the ownerWe are so glad that the car was recovered in a timely fashionWe have happily compensated [redacted] for any excess mileage, late fees, smoking fines and cleaning feesWe’ve also compensated [redacted] for the key fob that was missing when the car was recoveredIn regards to the damage that [redacted] is referring to, there is a scratch, less than inch in diameter, and a drop of sap on the hood of his car, also less than inch in diameterThese blemishes are referred to in our policies as general wear and tearGeneral wear and tear is described as any dings, dents, or scratches to the exterior body of the vehicle that is inches in diameter or lessI’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 that [redacted] feels that the damage claim filed against him is unfair; however, we stand by our decision to honor this claimThe 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 situationWhen [redacted] signed up for Turo he agreed to our [redacted] , which state that owners have up to hours to report damageWe 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 claimIf [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 claimOnce again, I apologize for the inconvenient nature of this situationIf [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

[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 issueTuro does have a policy, and that is for the guest to contact the host and together decide how best to handle the issueI 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 tripEach host/guest pair may choose to handle the situation differently, and Turo gives them the freedom to do thatHad there been a serious mechanical failure, Turo would have sent its 24/roadside assistance to aid ***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 thisIn 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, ***’s host reported that [redacted] exceeded the mileage included in the trip by milesA 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 carA host’s listing also clearly states the price per mile they will charge if a guest exceeds the agreed-upon distanceIn this case, ***’s host charges $per mile for additional distanceThe fact that [redacted] drove miles more than the agreed-upon distance is a separate issue and not tied to the issue with the car’s taillightStill, I can understand that [redacted] wanted to be compensated for the inconvenience of having to spend time having the light fixedBut 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 tripHe 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 earlyI 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 earlyI did see that the host asked [redacted] what time his flight was getting inIf 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 toIn 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 timeThere was no record of such an update on this tripAn 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 timeIf ***’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 ***’s choiceHis late return of the vehicle is another matter entirely, and his host was within their rights to charge a late feeOn-time returns are extremely important as hosts may have another booking scheduled, and a late return could inconvenience another guestAlso, 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 vehicleTuro has a process in place for guests who may run late to contact their host and request a trip extensionAn 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 upUnfortunately, [redacted] was unable to provide any evidence to support his claimWe direct hosts and guests to take pre- and post-trip photos of the vehicle to document its conditionThese photos are crucial to our being able to determine whether a cleaning claim submitted by a host is validIn reviewing ***’s case, I did discover that he was charged $more than he should have been for cleaning servicesI apologize for the mistake and have refunded [redacted] the $as well as the $administrative fee attached to the cleaning claim -- a refund total of $ I hope [redacted] now feels better informed about Turo policies and processes and understands more fully why we’ve put them in placeI 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

[redacted] mentions here that she is waiting for my response to a second complaint she’s madeI’ve submitted that response to the Revdex.com and hope she finds it satisfactory That being said, since that is a separate incident, I think it’s important for me stick to addressing the issue being discussed here, and that is ***’s complaint about not receiving a delivery feeAs I pointed out in my initial response, there was no record in Turo of ***’s guest requesting deliveryWe did not know about the delivery, and the guest didn’t pay for it, which is why we weren’t able to pay [redacted] for itThis was an offline arrangement made between [redacted] and her guestIt was a very nice gesture on ***’s part, but with no record of it in our system, it was not one that we could credit to her account Since I submitted my response to ***’s complaint, she continued to be in touch with our Customer Support team about this issueShe asked to be reimbursed for the cost incurred to travel to and from the delivery drop-off point she established with her guest, and she provided receipts for this expenseAlthough we had no record of the delivery on file for this reservation, our support agent made a one-time exception and reimbursed [redacted] for her travel expensesWe feel this was a fair compromise, and [redacted] rated her exchange with that agent as “Good, I’m satisfied.” [redacted] also mentioned in her complaint that she felt as though the quality of our customer support was not up to par -- that it took too long to get a response and that she had difficulty understanding some of the agents with whom she spokeWe acknowledged that there was one occasion for which it took longer than usual to handle ***’s issue, and we apologized for that inconvenienceWe also shared with [redacted] the fact that if at any time she or any of our Turo customers feel as though they’re having difficulty communicating with a support agent for any reason, they may simply ask to be transferred to another agent I hope that upon reflection [redacted] sees that we have worked hard to accommodate her while still adhering to our guidelines and processesWe continue to welcome her to remain an active part of the Turo marketplace Best regards,***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 processThis leads me to believe neither representativeI maintain that I believe every step in the process is in favor of the owner and that communication is poor at bestThe entire process has been unprofessional and I will continue to share my experience with others and warn them against utilizing this companyI believe that the entire process leaves the renter at the mercy of the owner and is a setup for insurances scamsUnfortunate 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]

I apologize for any difficulty [redacted] has experienced while trying to work through the issues with his accountAs we have mentioned, we have reviewed [redacted] ’s account thoroughly and made our determination to deactivate carefullyWe 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 deactivationI apologize that there is not more transparency in the processWe 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 cautionUnfortunately, this means [redacted] ’s account will remain deactivated, and he will not be able to use Turo for his upcoming tripWe encourage [redacted] to re-review our eligibility requirements if he has additional questions regarding our decision Best, [redacted] Customer Support @ Turo

We appreciate [redacted] bringing this situation to our attentionAs of now, we are going forward with the outcome of our investigation into this claim and have been in contact with ***However, we are taking ***’s concerns into accountWe 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’m sorry to hear about ***’s experience after his recent tripLate fees can be very surprising, and it must have been frustrating to wait so long for a response from Customer SupportWe do our best to respond to all customer inquiries as quickly as possibleDuring high volume periods, it can take some time to get to every ticketI sincerely apologize for the delay I’m happy to say that after further communications with Customer Support, [redacted] received a full refund for this late feeWe received conflicting reports regarding the car’s return, but [redacted] was able to show us documentation that the car had been returned on timeWe apologize for the confusion regarding this issue I would like to thank [redacted] for his patience as we reviewed and resolved the situationWe apologize again for the inconvenience Kind regards, [redacted] Customer Support @ Turo Tell us why here

Complaint: [redacted] I am rejecting this response because: they are lyingI sent them evidence that the windshield wipers were defectiveI told this to the host AND to themJust take responsibility for your actionsI was wrongfully charged and they aren't justifying thisSincerely, [redacted] ***

I am very sorry for this inconvenient experienceI understand how frustrating it can be to have a trip planned and for that plan to be ruinedWe try our best to prevent this from happening, but our verification systems sometimes aren’t triggered until a trip has already been bookedIt is my underst***ng that at this time [redacted] ’s money has been refunded to her in fullI 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 TuroTo 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

I’m sorry to hear [redacted] feels he has been unfairly charged for the damage to the car he rented. [redacted] demonstrated that he is a responsible member of the Turo community by handling the situation with the flat tire and reporting it. I understand this situation must be very frustrating, considering... the effort [redacted] made to do the right thing. I know receiving additional damage claims after resolving the issue with the tire replacement must have come as a shock. The initial claim on April 6th for the tire replacement was $386.38, which included the cost of the damage, a $150 cleaning fee, and a $50 processing fee. We initially charged [redacted] a $500 deposit, and refunded $113.62 of the deposit when the claim was resolved. The second claim was issued on May 11th when the additional cleaning failed to remove the stain left on the seat after the tire was placed there. We notified [redacted] of this new charge in the amount of $300, which included a $150 processing fee. Unfortunately, the cleaning attempt was unsuccessful, and the rear seat had to be completely replaced. After that determination, we notified [redacted] on May 24th that this would cost an additional $2,930.20. The insurance [redacted] purchased at the time of booking limited the out-of-pocket expenses on the trip to $3,000. As his payments prior to the seat replacement totalled $686.38, the additional, final charge was in the amount of $2,313.62. The total amount [redacted] was charged was $3,000, which is the maximum allowed under his protection plan. I understand being charged this many times and in this amount is frustrating and confusing. The damage was recorded immediately by the valet at the return location at LAX airport, and a claim was filed by the owner within our required 24 hour window. While the two claims related to the back seat damage were filed later, we approved them, as they were clearly the result of the tire being placed directly onto the seat during ***’s trip, which was documented at the time of the return. I completely sympathize with [redacted] as this is a significant amount and he worked hard to make sure the car was properly taken care of; however, as the damage was caused by the tire being placed on the seats without a barrier between them, we stand by the decision to charge [redacted] for the claims. In consideration for the situation and ***’s good intentions, Turo has refunded all the processing fees in the amount of $200. We also strongly encourage car owners and travelers to work through problems together. As the time the tire was left in the backseat after being picked up by the owner may have been a factor, [redacted] should consider reaching out to the car owner to ask that they split these fees. If the car owner lets us know that they’ve agreed to absorb some or all of the damage and service related fees, we are happy to provide additional refunds. I apologize again for the frustration this situation has caused. 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 days after the accidentI have email confirmation they received itThe adjuster would only send generic emails in response to my emails with specific questionsI have ALL EMAILSI followed the email to set up different calls with my adjuster he was a no show for bothMy 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 rentalI have submitted emails and communication before, during and after the rental to try to get this resolvedStill no resolution, Turo is unorganized and places the blame everywhere else expect on themselvesI have the email and the conversation thread with customer service requesting a rental or how I would go about getting a vehicleThe 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 respondI 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]

I’m sorry [redacted] is finding the claims process difficultI think I can help [redacted] says she has sent evidence to support her assertion that the damage to her host’s car was there when she arrived to pick up the vehicle and that she has evidence to prove it [redacted] took one pre-trip photo of the car’s exterior where the damage has been reportedUnfortunately, our claims agent is not able to see any damage in this photo However, [redacted] told the agent and says here that she has a time-stamped video that clearly shows that the damage is pre-existingThat’s greatHowever, she says that she has submitted the video to Turo, but I cannot find a record of itPerhaps she submitted it under a different email address or name than the one associated with her Turo accountOther than that, I don’t know why I wouldn’t be able to find the video if [redacted] did send it to usOn March 1, the claims agent who has been working with [redacted] asked her to send us the video, but she has yet to do so Instead, [redacted] reached out to say that she submitted the video as part of a counterclaimIt’s not clear what [redacted] is referring to because there’s no process for filing a counterclaim -- she can simply dispute the claim by responding to her claims agentCreating new email threads would only serve to unnecessarily complicate the situation I would like to strongly recommend that [redacted] submit the video she has to her claims agent in their current email threadWe are absolutely willing and want to look at all evidence related to this claim I hope this helps to clear up any confusion [redacted] might have about this issue Best, ***Customer Support @ Turo