Turo

I’m sorry that [redacted] was unhappy with her Turo experience, and I’m happy to talk through our claims processI do want to jump ahead and say that what [redacted] didn’t mention here was that on May 1, 2018, we determined that her host’s claim was ineligible, and we refunded [redacted] the $ Turo has a robust Support Center that offers guests and hosts comprehensive information about all aspects of a Turo experienceIn the information that we provide about insurance and guest protection plans, we explain that when a host reports damage, a guest is charged $up front, which will be refunded if the claim costs are less than that amount or if it is determined that the guest is not responsible for the damage [redacted] says that the $was taken from her account without any notification from TuroBut on April 11, 2018, when we first contacted [redacted] to inform her of the damage report, we told her that we retained an initial fee within hours of the damage report, and that the fee would be returned to her if it was determined that she was not responsible for the damageThat message included a link to an article in our Support Center that explains how our claims process works Dealing with a damage claim can be upsettingTuro does its best to see to it that cases are quickly yet thoroughly investigated and resolvedIn [redacted] ’s case, the outcome was just as she described -- she was not responsible for the damage to her host’s car, and she was fully refunded the initial $feeWe appreciate her patience as we worked to arrive at a fair and accurate resolution to this case Best, [redacted] ***

I’m sorry [redacted] is unhappy with the outcome of his damage claimHe says that he wishes Turo had let him know that we would only acknowledge [redacted] reports when it comes to determining a vehicle’s fitness and eligibility to be listed on TuroWe say exactly that in the Insurance & Damage Policy information section of our website and in our app We have a few articles designed specifically to help users determine whether or not their car is eligible to be listed on TuroOne is titled, “Branded, salvaged, and other vehicle title eligibility,” which sounds like an article very relevant to [redacted] ’s concerns about his carThe very first sentence of that article reads: “You may not list a vehicle with a branded title or one with an unclean [redacted] history on Turo.” We’ve expressed it very plainly with no room for misinterpretation because safety is a top concern for us, and we want to make that clear to all of our users In this ***, it sounds as though [redacted] ’s efforts to educate himself about Turo’s vehicle eligibility requirements simply fell a bit shortAll information about Turo policies, requirements, and guidelines are available to be read before joining Turo, listing a vehicle, or booking a tripWe’ve dedicated time and resources to developing and maintaining a robust Support Center because we believe that educated users make for a strong and satisfied community While I can understand that [redacted] may be disappointed with the outcome here, I hope he can respect the fact that we do our best to be transparent and thorough in providing information to our customersUnfortunately in this ***, he overlooked the information that would have allowed him to avoid this situation Best, ***Customer Support @ Turo

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

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 treatedI would never in my life treat a paying custom like I have been treated Calling a customer a liar has never been a thingSince 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 coveredThat’s called stealing and that’s being dishonestI 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 resolutionYou don’t literally make a guess or assumptions about how many miles my car may have had, then call me dishonestThen just pretend I’ll be ok with all thatNo, 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 forSincerely, [redacted] ***

After looking into [redacted] case, it appears that the additional supplement to [redacted] claim was never sent to him, and this is why the additional charge came as a surpriseI completely understand [redacted] shock and surprise at the additional charge, and I am terribly sorry for this mistake We received the attached supplement for [redacted] claim on May 8th, which added an additional $to the claim totalA supplement is when the appraiser determines that the originally estimated repairs are insufficientBecause the initial estimate is written as "best case scenario", it is the lowest possible amount, but can be raised The amount that [redacted] was charged is accurate, but he was poorly informed of this additional charge, and for that I sincerely apologizeThe agent [redacted] was working with has reached out to him to inform him of the supplemental charge, and has provided him with the details and documents he needs in order to understand the charge Once again, [redacted] has my deepest apologies for the error, and I hope that everything has been cleared up to [redacted] satisfaction Regards, [redacted] Customer Support @ Turo

I’m sorry that [redacted] was not satisfied with our previous responseI completely understand that having your vehicle returned late is not a pleasant experience, nor is discovering imperfections that may have resulted from renting out your vehicle; however, “wear and tear” that is part of the operation of a vehicle is an inherent part of renting out a carThe owner is never “protected” against interior wear and tear, and only owners who have opted into the Premium owner protection plan are protected against exterior wear and tear We have these wear and tear policies in place to create an understanding and agreement with owners about the normal, expected effects of renting out your vehicleSince [redacted] case falls under “wear and tear” we must abide by our policyI am sorry, but we cannot offer the compensation that [redacted] is looking for 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

[redacted] submitted this complaint the same day we resolved it for her, so I’m guessing she didn’t see our email nor talk with her Billing representative before she contacted the Revdex.comIn any case, I’m happy to share the resolution here [redacted] is correct -- Turo does not allow hosts to ask for payment for Turo-related services outside the Turo platformWe believe this puts hosts and guests at greater risk for fraud, and we’re committed to preventing and stopping these gray market transactions We did reach out to ***’s host to warn them about attempting an out-of-Turo transactionThey explained that they had been unclear about the policy but now understood and would not ask guests to pay them directly for anything in the futureInitially, ***’s Customer Support representative did not fully understand ***’s concern because the host had submitted the cleaning reimbursement for ***’s trip through the proper Turo ch***lIt did require the intervention of another agent to make the issue clear, and we apologize to [redacted] for the initial confusion and want to assure her that we appreciate her report about her host’s behavior As for the cleaning reimbursement itself, after reviewing the case, Turo closed the claim in ***’s favorShe was not charged any cleaning fee I hope [redacted] is pleased with the outcome of this case and will continue to be active on the Turo platform Best,***Customer Support @ Turo

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

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

Complaint: [redacted] I am rejecting this response because: I am attaching everything that they say was not sent (copy and paste) I am attaching the original emails that I had to Print to be on full pagesI have proof that the email was sent to [email protected](Check top of both emails) The original email was the booking conformation and the second which followed was the summary of the car rentalThey continue to pass blame on others when if you look closely at the attachments it has the dates they were sent and to whomI have still not been paid for my rentalAs for what Turo has paid so far on the repair, they make it seem like the are doing me a favor or "finally" paying on what we agreed onThe original complaint was filed on 3/9/Turo then sent a email that they would release the funds on 3/15/At that point not sooner they decided to respond to the complaint on the Revdex.comI don't know what else they will request or say that I did not sendLong story short they need to pay for my rental like they stated they wouldThe information was already sent to their email [email protected] and attached here Sincerely, [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 hours before the start of the trip and post-trip photos taken no more than hours after the end of the tripThese 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 receiveA 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 ***’s host was eligible for a $reimbursement for “light cleaning.” Cleaning infractions also come with a $administrative fee, which is why [redacted] was charged $ 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 itFor our part, we have reduced the administrative fee associated with this charge from $to $and have refunded [redacted] $He should see that returned to his account in three to five business days Best, [redacted] ***

I’m sorry [redacted] is unhappy with the outcome of her claimIn investigating her complaint, I looked at the pre- and post-trip photos her host provided to document the damage to one of the car’s wheelsThe pictures were clear, and we could see that the wheel in the pre-trip photo was damage-free while that same wheel in the post-trip photo had been scratchedWe sent [redacted] closhots of the two photos of the wheel side-by-sideWhen [redacted] called requesting the photos again, we re-sent themThe photos showed the tire lined up with the air valve and the tire brand located in the same spot so that [redacted] could clearly see that there had been no damage prior to the trip [redacted] says that we did not look at the photos she had, but she did not submit anyNor did she upload any to the app before or after her tripWe instruct hosts and guest to take and submit pre- and post-trip photos to document a vehicle’s condition so that we can refer to them if there is a damage claimWith no evidence to counter her host’s claim, and with the clear photo documentation we had, we moved forward with our claims processWe informed [redacted] in writing that the total charge for the claim was $We explained that $was the damage cost and $was the cost of processing and appraisalAs per our claims process, if a guest is determined to be responsible for damage to a host’s car, we charge the payment card that they used for the trip If that payment card does not have sufficient funds to provide coverage for the payment, we charge any other cards on file to satisfy their payment obligations We gave [redacted] the opportunity to dispute this claim and provide evidence that she was not responsible for the damage to her host’s car, but she did not do soWe followed our published process for notifying [redacted] of the costs and collecting those fundsI understand that no one enjoys paying a damage claim, but I hope [redacted] can see that we were fair in our consideration of the evidence and in following our policy Best, ***Customer Support @ Turo

I sincerely apologize for the unfortunate experience [redacted] has hadI completely understand his frustration, as this is a unique and ultimately disappointing situationI know that [redacted] has been in contact with several customer support agents, and that this case has been escalated to the highest level of managementHowever, we stand by our decision to deny reimbursement for this tow charge I understand that this not the outcome [redacted] is looking for, and I am sincerely sorry that we are unable to resolve this situation to [redacted] ’s satisfaction; however, we do feel that we’ve made a fair and pragmatic decision I want to explain transparently, and holistically, our reasons for denying coverage in this situation: The vehicle was reported as towed two days after the trip ended Turo has a strict 24-hour reporting period in which we can honor reimbursements for issues during a tripYou can learn more about this policy here: [redacted] When the vehicle was towed, it did not have license plates nor indicated current registration We cannot hold travelers responsible for tows without plates on the vehicle, since it is impossible to tie the traveler to the vehicleYou can learn more about our policies regarding this here: [redacted] It is ultimately the responsibility of the owner to ensure their vehicle is properly returned If the vehicle is not properly returned, the issue should be reported within hours in order to be eligible for coverage I understand that [redacted] was out of the country when the vehicle was returned, but the reason we encourage owners and travelers to personally hand off the vehicle at the start and end of a trip is to avoid these types of situationsIt is ultimately the responsibility of the vehicle owner to check the vehicle after the trip ends, and to report issues in a timely fashionIf an owner is unable to do so, we suggest they block their calendar to avoid booking trips during a time they are unable to report issues, or that they appoint a custodian who can ensure the vehicle is properly returned and that issues are reported on time Although we’re not obligated to provide any reimbursement, as a gesture of good faith, we’ve added $to [redacted] ’s account from Turo’s pocketHe should receive the money in his bank account within 3-business days Once again, I sincerely apologize for the unfortunate situation and subsequent expenses that [redacted] has experiencedI want to ensure him that our decision has been made thoughtfully and practicallyIt’s not an easy decision to deny coverage, but every decision we make is with the utmost integrity and fair-mindednessI hope [redacted] can appreciate our token of good faith, and understands the reasons for our decision If [redacted] has any further questions, he can feel free to reach out to the Customer Support agent he has been working with Best, [redacted] Customer Support @ TuroTell us why here

I’m sorry to hear about the situation with [redacted] ’s accountI understand the deactivation process can be frustratingOur goal is to ensure the safety and security of all our members, while creating a strong and reliable marketplace When we review an account, we’re checking to ensure that the account holder meets our basic eligibility requirements and is upholding the Terms of ServiceWe hope to make the process more transparent in the future; however, at the present moment, it is not our policy to reveal the details of the review process or its findings I can assure [redacted] that the process is thorough, and deactivating an account is not a decision made lightlyWe never want to remove a member from the marketplace, but we feel it necessary to take extra precautions to guarantee a positive experience for everyoneI apologize again for the inconvenience this has causedWe do wish [redacted] the best in the future Best, [redacted] Tell us why here

I sincerely apologize for the wait time that [redacted] experienced with regards to his inquiryWe’re constantly working to improve response times, especially for verification issues Turo periodically checks and re-verifies our customers’ accountsThis is why [redacted] was able to use Turo before our system flagged his account againI understand that this is an inconvenient situation, but for the continued safety of the Turo community, we believe it is necessary to periodically re-verify members At this time, we have carefully reviewed [redacted] ’s case and I see that the verification team has declined to renew his membershipPer Turo policy, we are not able to release the details of our review processI understand that this is not the answer [redacted] is looking for, and I apologize that I can’t offer more information [redacted] can review our [redacted] which may help him to understand our decision Best, [redacted] ***

The business made no mention that the owner made an agreement with me to complete a long term lease through Turo This is why I am complaining because they neglect the rights of the lessea The y must hold the owner accountable for not upholding hid end of our deal Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] **

[redacted] blames Turo for the fact that there were few cars available to him when he had to rebook his trip because the host of the car he originally booked was unresponsiveWhat he doesn’t share is that he made changes to his reservation that his host could not accommodate A few minutes after requesting the car from his host, [redacted] reached out to tell the host that he needed the car to be delivered, but that he had not included delivery in his initial requestUnfortunately, the host’s car was not available for deliverySince [redacted] made the reservation without requesting delivery, he had three choices: honor the reservation as booked, cancel the reservation and receive a refund for his booking and protection cost but forfeit the trip fee, or see if his host would agree to a mutual cancellation so that he could be refunded in full [redacted] is angry that he didn’t hear back from his hostWhile we agree that it would’ve been a better experience for the host to have replied, ultimately the host was not responsible for accommodating ***’s sudden change In the notes on this case, ***’s customer support agent wrote that she three times tried to explain the situation to ***, but he kept interrupting and would not allow her to finish, and then he hung upUltimately, we did cancel this reservation for *** [redacted] had booked his first trip just hours before he needed the vehicleThat’s absolutely fine, but it’s worth noting that inventory does decrease as the time between a trip request and the actual trip time decreasesAfter the cancellation, there was less time between booking and the start of ***’s trip, plus he needed a vehicle that could be delivered, so there were fewer cars available to him We’re sorry that [redacted] had a poor experience, but we did immediately make the funds from his initial trip available for him to use to book another car, and when he was unable to do so, we refunded him Best, ***Customer Support @ Turo

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

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

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