Turo

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 ruinedI also apologize that we are unable to provide a reason as to why we denied ***’s membershipWe 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*** can refer to our eligibility requirements at the following link, which may be able to provide some more answers for her***
Best, ***
*** *** * ***

We're sorry for the negative experience that *** has had*** filed this complaint with the Revdex.com while our verification team was still working with himAs we explained to him, we had issued him a full refund when we needed to freeze his account, and we explained in great detail why we had to
freeze his account in the first placeOn March 17th, we reached out to *** and explained that all the charges had been voided and the next steps to proceeding, but we unfortunately have yet to hear from *** to complete the process.If *** wishes to proceed, we encourage him to reply to our messageIf he's still having issues receiving his full refund, we encourage him to contact us directly!Kind Regards,***Customer Support Manager @ Turo

I’m sorry that *** was unsatisfied with our last responseI also apologize that we cannot provide *** with the outcome he desiresTuro reserves the right to decline or revoke membership to anyone, and at Turo, we don’t take safety triggers lightly
Our reason for revoking ***’s membership is regretfully not something we can explain further as disclosing further details would weaken our security system, and we stand by our decisionAgain, I sincerely apologize for this inconvenience
Best,
*** Customer Support @ Turo

Turo takes safety very seriouslyIn response to the traveler's calls and complaint, we have restricted this vehicle and are awaiting a mechanic’s report before approving this vehicle to be bookable on our site
However, due to the broader circumstances of this case, we are not able to do more in regards to this complaintWe have not been provided with any text or voice evidence that the traveler contacted the owner or Turo during the tripThe traveler did not contact Turo for two days after the trip ended, and only did so once the owner had submitted a reimbursement request for mileage and gasThe traveler was restricted due to harassment of the owner both on our platform and YouTube, as well as refusing to pay the reimbursement charges, which we have been provided specific evidence of
I am sorry that this was an unfortunate situation for the traveler, but without further evidence of calls or contact, and the traveler having kept the vehicle throughout the entire reservation, we are considering this complaint closed
Best,
***
*** *** * ***

First, I would like to wholeheartedly apologize for the experience *** hadAfter investigating this case, I can see that the damage claim for the front bumper was denied, meaning that the damage *** experienced on her rental was preexistingI am so sorry that *** was given an unsafe
vehicle, and I can assure her that this vehicle will not be rented again until it has been fixed
I would also like to apologize that *** was issued a late feeIt appears that the agent who enforced the late fee didn’t understand the circumstances of the rentalI sincerely apologize for this oversightAt this time I have refunded the late fee charge of $back to ***’s cardI’ve also refunded Turo’s portion of ***’s trip, which amounts to $21.50, by way of apology from TuroThis is not the experience we expect any traveler to have with Turo, and I am very sorry that ***’s experience was anything less than perfect
I would also like to assure *** that we are taking action against the owner to ensure that a similar situation does not happen again in the future
Once again, I apologize for ***’s unacceptable experience, and I hope that she is satisfied with this solutionIf *** has any further questions, she can feel free to reach out to any of the agents she has been working with
Best,
***
Customer Support @ Turo

I’m sorry *** is unhappy with the outcome of his claimsI’ll walk through the incidents he references here in order to clarify the situation
We asks hosts and guests to take pre- and post-trip photos of a vehicle in order to have a record of the car’s condition before and after a tripIn
the event of a damage claim, these photos are crucial to our being able to determine who is responsible for the damage, and required in order to receive coverage from Turo
*** reported damage to the left side of his vehicleHowever, he did not provide us with a complete set of pre-trip photos that showed the condition of the damaged areasFrom the photos he did submit, we could see that the damage to his left front door, left rocker panel, and left front wheel appeared to be pre-existing and were ineligible for coverageHe did not submit any verifiable pictures that showed the car’s front bumper, left front wheel, or left fender to be undamaged prior to the start of his guest’s tripIf our Claims agents don’t have clear photographic evidence of the car’s condition, they can’t simply assume that the guest caused the damage -- decisions must be based on verifiable evidence in order for both parties involved to be treated fairly
*** said that he did have pre-trip photos of the areas in question, but that he had deleted them after he posted themTuro’s photo app does not allow hosts or guests to delete photos that they’ve uploadedStill, we asked *** to submit those photos to usHe sent additional pictures of his car; however, there were two issues: 1.We could not verify that they had been taken within hours of the start of his guest’s trip; and The license plate in those photos did not match the license plate in the other pre-trip photos of the car *** had submittedGiven that, this could not be considered as evidence favorable to ***’s claim, so we had to rule it as ineligible
*** also submitted a claim for smoking damage to his car and sent us verifiable evidence as well as a cleaning receipt, so we were able to reimburse him $for that claim
As for ***’s assertion that Turo makes it difficult for someone to close their account, that simply isn’t trueAll anyone needs to do is to log on to their Turo account page and click the option to close their accountIf they have any outstanding balances, open claims, or an in-progress trip, they must wait until those are resolved, and then they can close their account
In the case of the damage claim for ***’s ***, he describes Turo’s refusal to pay as “based on a technicality.” That’s not the caseTuro has several requirements vehicles must meet in order to be eligible for listing on our siteOne of them is that they have been driven no more than 130,milesThat’s made very clear in support articles in our Help Center and in our Terms of ServiceAdditionally, when someone goes through the process of listing their vehicle on Turo, they are asked how many miles the car has been drivenIf they choose “130,000+” from the dropdown menu, they receive the message, “Unfortunately, your car doesn’t meet the current eligibility requirements to be listed on Turo.”
*** listed his *** *** on Turo October 16, 2017, but a *** report on the vehicle dated August 16, shows that the *** had 136,miles on it at that time*** misrepresented the mileage on his *** when he registered it to be listed on TuroThis is not a technicality; it is a clear violation of our Terms of Service and voids his protection policy
I hope this helps to clarify the issues that *** raises hereI don’t doubt that the outcome of these cases has been disappointing for him, but I feel confident Turo did what was right under these circumstances
Best regards,***Customer Support @ Turo

Complaint: ***I am rejecting this response because:
When the client waxed the car he damaged itIts not a cleaning thing its a damage claimThey refuse to acknowledge that fact or put in a claim$is not enough to cover my damage
Sincerely,*** ***

We are very sorry to hear that this trip was a disappointment to the travelerI have looked into this case and reviewed our correspondence
I can see that the traveler corresponded with two of our agentsMid-way through his trip, he asked if there was a way to return the vehicle early and our
agent replied with the instructions to do soIt doesn’t appear that he then requested an early return, but kept the vehicle until the end of his current reservation
I can also see that after this exchange, he wrote in about the broken handle and dashboard lights and requested a refund, and stated he intended to keep the vehicleUnfortunately, because the traveler kept the vehicle, we are not able to offer a refundIf a vehicle is not as listed, or has damage, and it is reported at the beginning of the trip, we are more than happy to assist in cancelling that trip and helping travelers find a replacement vehicleIn this case, we were not informed of the problem for the first two days, and without returning the vehicle, or providing any record of correspondence between the owner and traveler approving a refund, we are not able to offer a refund for a trip that was completed in fullWe did not receive any reports of damage from the vehicle owner, and the window for reporting damage has now closedThe traveler has not and will not be charged for any damage to the vehicle
As for the report of harassment, I am very sorry to hear that he felt intimidatedWe do not condone bullying and do our best to maintain a fun and safe marketplaceIf the traveler would like to file a report of harassment, he may email us at ***We will be happy to look into this further
I’m sorry this trip was disappointingI hope his future trips with Turo go more smoothly
Best,
***Customer Support @ Turo

I’m so sorry that *** was worried about how this matter would be resolvedI’m happy to discuss the series of events here
*** used Apple/Android Pay to pay for his tripTuro accepts this form of payment for a trip booking; however, guests are unable to use this payment type to cover
incidental costs incurred on a tripIn ***’s case, he incurred a cost for tollsWe asked *** to upload a payment card so that we could charge him for the tolls from his tripHe told us that he was having difficulty with the app and that it would not accept his payment updateHe said he was worried that the delay would mean that he would have to pay an additional fee because he didn’t reimburse his host in timeOur Customer Support agent told him not to worry -- that he would not be charged anything extra -- and suggested that if he was having difficulties with the app, that his best course of action would be to log onto Tuo on the web and update his payment method there
Unfortunately, *** did not log onto the webHe says he continued to try unsuccessfully to update his payment method on the appInstead of taking our advice, *** decided to pay his host directly -- something that Turo does not permit
*** is right in saying that we missed the 24-hour response time for his email, and for that I am really sorryWhile we do everything we can to honor that timeline, sometimes we experience periods of high activity, and we fall short, so again, I’m sorryI do want to note that while *** did receive an automated notification of the need to pay his toll and that unpaid reimbursements are subject to being sent to collections, a user has days to pay a charge, so there was plenty of time for *** to work inside the system to pay his toll
That being said, we are willing to make an exception this one time for ***’s paymentIf he would email us the Venmo screenshots of his payment to his host, we will remove the in-platform charge for those tolls so that he is not charged twiceI do want to make it clear that this is a one-time exceptionTuro does not allow payments between hosts and guests outside of the platform as a way to protect our users from the possibility of fraudIf *** would also like to tell us what phone he has (brand and model) and what operating system he’s using, we can pass this information on to our engineering team so they can investigate the difficulties he says he was having with the app
Best,
*** *** *** * ***

Complaint: ***
I am rejecting this response because:I still have not received the authorization to move forward with the repairs to my carRepeated contacted has been attempted with no quick responseI have attempted to reach my claims agent with week + response time that is unacceptableMy vehicle has been wrecked for over a month and the purchase order for the parts that need to be ordered has still not been completed after multiple attempts from *** from Kraftsman Autobody and myselfI have advised Snap Sheet that it will take at least two weeks to even get parts, so this whole process will be approx months from wreck to repair and that is unacceptable.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/23) */
We're sorry for the poor experience *** has had with RelayRides*** paid $for the rental, and due to the problems that arose at the end of the rental, *** was charged an additional $in late fees, cleaning fees, and unexpected
transportation costs
The vehicle *** 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 *** 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, *** 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 *** has described, *** has also reported that one display issue had been reported to the renter before the trip started by the owner*** 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, *** 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*** 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 *** 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 *** 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 *** 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,
***
Customer Support Manager @ RelayRides
Initial Consumer Rebuttal /* (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
*** **
Final Business Response /* (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 *** wished to keep the vehicle, cancel for a full refund, or find a new vehicle*** 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*** 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 *** 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*** 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 *** 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 *** 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,
***
Customer Support Manager @ RelayRides
Final Consumer Response /* (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
*** **

I’m sorry to hear about the experience *** has had regarding his accountI understand how frustrating it can be not to receive a concrete answer regarding why his account was deactivated
When we review an account, we look to see that members continue to meet our basic eligibility
requirements, as well as are upholding the Terms of Service and Policies posted on our websiteWhile it is not our policy to disclose the details of the review process, I can assure *** that our examination is thorough, and deactivating an account is not an action taken lightlyI hope *** understands that when it comes to ensuring the safety and security of all members of the marketplace, we believe it best to err on the side of caution when it comes to account deactivation
I apologize again for the inconvenience it has caused *** not to be able to book a car for his upcoming tripWhile we’re not able to provide more details or reactivate ***’s account, we wish him well in the future
Kind regards,
***
Customer Support @ Turo
Tell us why here

Complaint: ***I am rejecting this response because: It took me spending a total of hrs on the phone with live reps, sending mutliple emails, and filing a complaint to FINALLY get a response! Not to mention each rep that I spoke with each had a different story as to why my account was closedThis is not how to run a businessI had to file a complaint with Revdex.com before my account was reviewed and reactivatedNot to mention they wanted a person at my bank to send an email detailing why they had a “chargeback” on my account which is not professional and nor safe especially when it is dealing with someones personal banking informationAlso, I was able to speak to someone in the biling department FINALLY and they advised that my account did NOt have any pending charges or fees on my account and I also had a banker with the CLAIMS department at wellsfargo call in while I had Turo on the lineAnd He explained that no monies were returned to meThis has been a total nightmare, I dont wish this horrible experience on anyone. Sincerely,*** ***

I’m sorry that this has been a frustrating experience for ***I want to skip ahead and say that on April 10, we refunded the $cleaning charge he mentions hereI’m happy to walk through the rest of the situation
*** did the right thing in taking photographs to document the car’s
conditionWe ask hosts and guests to take both pre- and post-trip pictures so that we can review them in case there is a disputed claim, which is what happened here***’s photographs made the difference -- when they were reviewed by one of our Customer Support supervisors, he was able to determine that the cleaning claim ***’s host filed was not valid, and he dropped the $charge that had been applied to ***’s accountOur review process really does work; in this case though, I’m sorry it took longer than we would have liked for us to be able to resolve the issue for ***I’m not sure why an agent would have offered *** $when the cleaning charge was $It sounds like a misunderstanding, and I hope *** sees the logic in the amount of the charge we removed from his account
I can’t speak to ***’s mention that there is a discrepancy regarding the time that his host took their pre-trip photosHosts are required to take pre-trip photos no more than hours in advance of a trip and to upload them via the Turo appWhen I looked at the pre-trip photos the host provided in the app, I could see that they were taken within this timeframeThe confusion could be due to the fact that, since we are a global company, the Turo app may display photo timestamps in Coordinated Universal Time (UTC) rather than in the timezone of each individual user
As for ***’s mention that his host’s car was not in good condition when he picked it up, that is concerning to hearSafety is our number-one priority at TuroWhen I looked into this case, I saw that *** contacted us about his concerns after his trip had endedIf he thought that the car posed a risk to his safety, he could have refused to accept it and contacted us with a request to help him find a different vehicleI say this not to blame *** -- we appreciate that he did report his concerns, and we are actively investigating them with the host -- but to make it clear that Turo never wants a guest to drive a car they feel unsafe in, and that we support their choice not to do so
I hope this helps resolve ***’s issueWe appreciate his patience and look forward to having him continue to travel with Turo
Best,
*** *** * ***

Initial Business Response /* (1000, 5, 2015/12/11) */
Once again, we are sorry that *** had an unpleasant experience with a Turo vehicleHowever, as we have thoroughly investigated this case already, we do stand by our decisions with regards to offering compensation as well as ***'s
account status
*** initially reported that the vehicle was advertised as all-wheel drive which caused him delays in inclement weather, that the vehicle had a check engine light on, that noxious fumes were entering the cabin of the car, that the vehicle was a year as opposed to the advertised year, that the vehicle had illegally-tinted windows, and that he received a citation for said window tintingWe investigated this issue upon receiving ***'s initial message, as everything he had raised is very concerning and we absolutely do not condone owners who list vehicles that may put their guests at risk
*** had his vehicle for a total of days, and reported these issues to us within the day after this trip endedNormally we expect to hear from users who experience a severe issue at the time it occurs or within the day after it occurred, as that way we are able to assist the customer immediatelyIt also notifies us that the problem is, indeed, a severe one that they wish to be rectified immediatelyWhen a customer waits until after the vehicle has been returned to notify us of any problems whatsoever, it typically signifies that the vehicle was satisfactory enough for them to continue driving the vehicleIf the vehicle had been causing noxious fumes to invade the cabin and was mechanically unsound, we would not expect a traveler to continue using the car and putting himself and his passengers ** potential dangerThis is part of why our initial offer was to provide *** with some travel credit for his inconvenience
Upon further investigation, we did discover that the vehicle's listing indicated the vehicle had 4WD, but actually was only 2WDWe agree that if your purpose for renting a vehicle is to obtain a 4WD vehicle and drive in potentially stormy weather, it is not right if the vehicle is advertised as 4WD but is in fact 2WD*** described that they had gotten stuck in the snow as a result of this mislabeling, so we also provided him with a $refund (which is more than the cost of a single day with the vehicle) in addition to the $travel credit we had earlier provided him with
We continued the investigation by requesting that the owner provide us with the following items:
- the vehicle's last maintenance results (which was in late August of 2015)
- a new safety inspection for the vehicle, which he had performed on December 2nd (less than days after ***'s rental ended); this safety inspection showed that the vehicle had no fume issues, and in fact, no issues whatsoeverThe information about which shop performed the work was included with that document, which has been verified by Turo employees
- the vehicle's registration card, which shows that the vehicle is both properly registered and is indeed a Honda CR-V (and not a model)
- the vehicle's insurance information
- new, current photographs of the vehicle, which show the vehicle's window tints and general conditionThe vehicle's rear-side windows and rear window are tinted, but the windshield and front-side windows are not tinted
The owner, whose vehicle has five previous 5-star ratings from prior customers since August 2015, provided these documents very quicklyMultiple members of our office examined photographs available online of Honda makes from and 2005, and we concluded that, based on the photographs that *** and the owner provided, in addition to the official DMV registration documentation, the vehicle was indeed a Honda CR-V and not a modelIt is true that the vehicle now has more than 100,miles on it, but when the vehicle was first listed with Turo (then RelayRides), the vehicle did meet both our mileage and year prerequisites
We asked *** if he could provide us with the citation that he stated he received regarding the vehicle's window tints, and *** stated he had provided it to the owner of the vehicle instead of keeping itThe owner stated that he had never received one from ***, and in fact that *** didn't bring up any of these problems save oneThe owner stated that when *** returned the vehicle to him, he said that "The car was great, but the only thing is it's not 4WD, it's 2WD"When the owner said he didn't know and apologized for the oversight, *** reportedly told him "No problem"The owner was baffled to hear that *** was unhappy with the vehicle because *** had not brought up any of the issues directly with him
One of our Customer Support representatives called three ticketing agencies in the Los Angeles county area where *** states he was ticketed, and each agency reported that no citation had been issued to the vehicle since August of Furthermore, the level of tint that the vehicle has according to both the photographs he provided as well as the photographs the owner provided are not illegal in the state of CaliforniaRear-side windows are permitted to have any level of tint in the state of California, which are the only windows (together with the rear window) that are tinted on the vehicle
Turo strives to be fair to both the owners and travelers who use our service, and endeavor to solve any disputes that arise as fairly and equitably as possibleHowever, *** did not provide any documentation evidencing any of his claims, while the owner complied with our requests to resolve the matter by not only providing his vehicle's information but getting the vehicle inspected again per our request
*** did not have any photographs of the registration/insurance that was in the vehicle to support the vehicle was a different year than 2005, which would definitively prove if the vehicle was indeed a different make; he also did not take any photographs of the citation he claimed he receivedOf the stock photographs he provided of two different types of to prove his point about the vehicle's year, he is only displaying the front halves of the cars in the stock photographsWhen we investigated numerous stock photos available online as well as multiple angles of photos of the actual vehicle, we determined the CR-V that was rented was a largely because the rear half of the two types of models are especially dissimilar between the and models, which was not apparent in the stock photographs *** supplied because the rear halves of the vehicles were obscuredThis was doubly borne out by the fact that the registration documents, which all appear to be in order, specify the year as a and match the same license plate number
Ultimately, while we agree that the vehicle being advertised as 4WD when it was 2WD is a problem, everything else that *** has claimed has been shown to not be accurateWe've informed *** multiple times that if he can provide any solid, verifiable documentation such as a copy of the citation or the citation number, or any photographs of the vehicle's documents we would be able to assist moreAs it stands now, we stood by the $refund and the $credit towards future rentals because we felt the $compensation and $credit more than made up for the time he may have experienced while delayed in the snow
After we had informed *** of this information, he proceeded to state that he would take legal action against us, insisting that we were lying to him because we could not show him direct documentation (we could only show him some photographs, as showing the full documents would violate the owner's privacy)In response to that, we felt we were not the best community for *** and closed his account
As we have already informed him, his legal counsel or attorney is welcome to contact us directly
Kind Regards,
***
Customer Support Manager @ Turo
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Relay/TURO continues to maliciously obscure the issue at hand by steadfastly sticking to a number of half-truths and "opinions" they hold about matters that are largely based in fact and not subject to their opinion(s)In brief:
(1) as repeatedly stated, the notion that a renter MUST report all issues instantly, as opposed to at the conclusion of a rental, or risk losing all recourse is absolutely ludicrousThe issues uncovered themselves AFTER having arrived at my destination, on Thanksgiving weekend, with little ability to return the car
(2) the major issue, notwithstanding the myriad of mechanical and vehicle code issues apparent, was that a car ADVERTISED as all-wheel-drive was not (by their own admission) and as such recklessly endangered their rentersThey should not be paid for such an egregious breach of contractDespite my being able to put chains on the car and get to my destination one day late after an emergency hotel stay, their liability is not in any way excusableindeed, these extra expenses and effortresulting entirely from their negligence should also be compensated
(3) their defense that my (and the vehicle owners uploaded) photos indicating wheel trim, dashboard configuration, front grill trim, headlamp design, owners manual and other instructional materials inside the vehicle as well as other salient differentiators are not relevant because the photos were 'cropped' in some manner is simply a horrific attempt to defend their fraudulent representation of a vehicle as a vehicleThese photos are available for the Revdex.com and any court to review and draw an extremely obvious conclusion upon comparing them to photos of the and model provided by Honda Motors inc
(4) TUROs continued representation of themselves only as "***" from customer support seems entirely focused on avoiding legal action and process service as opposed to having s responsible executive of the business address their liability in this matter
(5) Turo's defense relates entirely to a renters inability to prove fraud via legal documents virtually impossibleas opposed to having photographed critical elements using available tools
(6) TUROs claim they checked with local police departments for outstanding citations is entirely falsePrimarily because according to the entities they claimed to have contactedno such information would ever be provided to any caller by telephone, and indeed, the citation was written to the vehicle owner, by a state entity, not a local city
(7) their claims the vehicle was inspected by a TURO mechanic with no issues identified simply flies in the face of the extraordinarily obvious nature of the claimsNo competent inspection could avoid noting a "check engine light" and related diagnostic code a conclusion avoided in TUROs defenses
I continue to demand a full refund of the entire $spent on a product never delivered
Final Business Response /* (4000, 9, 2015/12/15) */
Turo stands by the evidence and documentation that the owner of the vehicle *** rented has provided, and we would be happy to assist *** further were he to provide any concrete evidence supporting his claims
While we do not expect *** to have immediately returned the vehicle upon discovering the issue(s) with the vehicle, we are surprised that he did not contact us to report them while he still had the vehicle in his possessionI apologize for implying that we would be literally unable to assist if issues are only reported after the trip, although our policies do stipulate that if a traveler uses a vehicle for their full rental period, they are typically not able to receive a complete refund
Given we have many documents to support that the vehicle is a and *** has not provided anything save two stock photographs of front halves of vehicles to support that the vehicle is a 1999, we have to go by the evidence we have received that the vehicle is, indeed, a modelAs we have informed *** multiple times and as our website states in multiple places we cannot make determinations without verifiable documentation (e.g., https://support.turo.com/hc/en-us/articles/XXXXXXXXX-The-car-had-pre-existing-da...⇄ demonstrates that documentation of issues is vital for receiving compensation; also, https://support.turo.com/hc/en-us/articles/XXXXXXXXX-Do-I-get-any-money-back-if-...⇄ states that we tend not to provide refunds for early returns except in case-by-case bases)Had *** taken photographs of any of the issues he mentioned, we would be more than happy to assist himHowever, the only photographs *** has provided are of a Honda CR-V handbook found in the vehicle, a photograph of the vehicle's dashboard showing the check engine light and the mileage, as well as a couple photographs of the exterior of the vehicleWere he to have provided the registration of the vehicle showing it to be anything other than a 2005, or a photograph of the citation he claims to have received, or if he had simply informed us of any of these severe issues prior to returning the vehicle, we would be able to assist him more (particularly as we could have informed him of precisely what photographs to take while he still had the vehicle in his possession)
As a car-sharing service, we have made phone calls regarding citations numerous times throughout our 5+ years of business to various citation agencies across the countryWe're sorry that *** is unfamiliar with this method of verifying information, but we are able to obtain information about citations via telephone quite frequentlyI would also like to reiterate that the level of tint shown in the vehicle's photographs does not appear to be at an illegal standard, according to the state of California's lawsWhile this does not mean a citation definitely was not issued (as we understand that people can make mistakes), we are unable to find evidence of or reason for the citation
I will also specify that we did not state the vehicle was inspected by a "Turo mechanic", but that the mechanic used a verified Turo checklist and the shop and work was confirmed by Turo employeesHowever, the owner of the vehicle has complied with providing us with ample documentation and has acquiesced to our requests to try to make this situation right
As it stands, *** has not provided any solid, documented evidence demonstrating his claims (with the exception of a photograph of the vehicle's dashboard, which shows that the vehicle is over 100,miles and had a check engine light on the check engine light issue was looked into and turned off in the subsequent vehicle inspection after the trip ended)We're sorry, but our hands are tied if one party provides documentation to support their claim and the other does not provide any
We would like to again extend the invitation that if he does present solid documentation verifying his claims such as a photograph of the citation, or the vehicle's registration that shows differing registration from the one the owner has provided us with we would be more than happy to consider his requestHe is also welcome to contact the owner directly to discuss it further if he believes that would be of assistance
Regards,
***
Customer Support Manager @ Turo
Final Consumer Response /* (4200, 11, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'd like to thank the Revdex.com for allowing continued review of a matter that is quickly and conclusively identifying RelayRides/TURO as a disreptuable business
Thus far in numerous communications: Relay/TURO has refused to identify themselves other than by a group of "pseudonyms" such as "***" "***" and "***" in an effort to avoid identifying a responsible executive of the business by first and last name, to address the charges of fraud and reckless endangerment of a renter
Relay/TURO has accepted millions of dollars in Venture Capital Funding with the specific provisions that they not engage in any criminal activityyet they continue to deny their obviously fraudulent activity and viciously argue that no such situation ever occurredThe desire to hide an illegal activity from an investor is a serious crime in an of itself
This alone should alert the Revdex.com and it's constituents the business is not operating in a responsible or legal mannerbut believes they can argue and run from a complainthiding it from the public and their investors
The most recent commentary from the "pseudonym" "***" indicates "no evidence has been provided by the renter." This is FALSE: In support of the complaint that the auto rented was fraudulently mis-represented to be a vehicle when indeed it was a 1999, no fewer than photographs taken by the renter, plus images provided to the renter by Honda Motors, Incas bona-fide evidence of what the differentiators are between model years of their vehiclesThere are also numerous uploaded photos of both years of these vehicles on TUROs own TURO.com website offering these same types of vehicles in other locationsThe individual with pseudonym "***" dismisses this evidence as "just a couple of stock photos" while all she has been able to produce is a very obviously altered registration document which has used photoshop-style technology to superimpose a license plate number on a registration card for a vehicle different than was rentedWhen asked for VIN number comparisons, "***" insisted such information was confidential
Indeed the TURO.com website offers numerous (despite published policies prohibiting this) Honda CR-V vehicles whose photographs are IDENTICAL to the vehicle I rented, AND identical to the photos provided by Honda Motors Incof their model yearSee "*** CR-V" at https://turo.com/suv-rental/berkeley/honda-cr-v/XXXXXThey also have many Model year Honda CR-V vehicles, which was supposedly the vehicle represented to meThe vehicles "*** Honda" at https://turo.com/suv-rental/chicago/honda-cr-v/XXXXX AND Susan's Honda CR-V at https://turo.com/suv-rental/arlington/honda-cr-v/XXXXXX are both indeed IDENTICAL to the photos provided by Honda Motors, Incand nothing like the vehicle I rented and photographed
The fact Relay/TURO continues to viciously deny they fraudulently misrepresented a model year car for a model year car in light of evidence from the vehicle manufacturer and three (and more) of their own vehicles advertised on the website which ARE in conformance to photos provided by Honda is absolutely despicableInterestingly, the vehicle I rented has been withdrawn from the TURO.com websiteI do however have screen shots of its advertisement
My other claims, which included the fact the vehicle I rented was represented as an ALL-WHEEL-DRIVE product when it was not, has been admitted as fraud by TURO, however their offer of $against the $rental is unacceptable given the reckless endangerment of the renters this fraudulent activity caused
My other notes, which include illegal window tint (without any certificate as required by California law resulting in a citation being issued to the vehicle owner) and a check engine light resulting from a faulty exhaust system have also been wholly dismissed by the individual(s) with pseudonym "***" as "never having happened." They of course have changed their story numerous times in correspondence, first claiming a TURO mechanic validated the claims, then finally indicating they only had e-mail from the vehicle owner saying it was "okay" and they performed absolutely no check or validation
Finally, the individual(s) with pseudonym "***" continues to insist that the industry-best-practice of reviewing all issues with the vehicle upon its return is not acceptable to TUROThis argument is inane and is not the standard practice of the rental car industryThere is no legal grounding to the claim that a renter completely waives his rights to a claim if an issue is not reported the instant it occursLiability is NEVER temporally bound
As (1) Relay/TURO has provided absolutely no evidence other than an obviously altered piece of paper that their claim they did NOT fraudulently misrepresent the model year of a vehicle; and (2) they have chosen to dismiss photographic evidence as well as postings on their own website that indicate they mis-represented the model year of the vehicle rented to me while perfectly accurately labeling the same vehicles in other ads; and (3) their story regarding a mechanic's validation of mechanical issues and illegal window tint continually change from e-mail to e-mail I insist that a FULL REFUND be the absolute minimum expected as compensation for this situation, with an additional demand to reimburse $for an emergency hotel stay
Failure to comply with the refund demand will result in additional legal and communication actions with Relay/TUROs investors, reporting the fraud to the District Attorneys offices in the involved jurisdictions and other actions as practicable

I’m sorry to hear *** feels he received a late fee unfairlyI know he was making an effort to be a great guest by returning the car fully charged, and that, had he been aware of the formal late return process, he would have proceeded differentlyI completely understand his frustration in this
situation.It’s very important that all changes made to a trip go through the request and approval process within the Turo app or on the Turo websiteThis ensures that all parties are on the same page, no other guests will be affected, and the protection plans are properly extended for the full length of the tripI know that the late return fees may seem severe, but we feel they are in line with the seriousness of the issues late returns can cause.***’s trip was scheduled to end at 10:pm on July At 8:pm, he reached out to the car owner to let her know he would be an hour lateI do see that she responded to this message with instructions for how to return the car, but did not mention the process of extending a trip through the app or whether she would waive the late fee*** messaged again at 11:pm to let the owner know he would charge the car before returning itThe owner did not respond to nor confirm this messageFinally, *** messaged the owner just before 1:am to notify her the car had been returnedI understand that, as a first time guest, *** was unaware of the trip extension request process; however, the Late Return policy is outlined on our website in the policies sectionsWe also have two other articles detailing how to extend a reservation if necessaryI am very sorry that the car owner was not more clear when communicating about the late returnWith that in mind, we have waived the $administrative feeIn addition, as *** did have reason to believe the car owner would be okay with the car being returned one hour late, and we have documentation of this through their messaging, we have waived another $for that hour.I do apologize again for the frustration this has causedIf *** has any more questions about the Turo policies, he should definitely reach out to Customer Support for clarification.Kind regards,***
Customer Support @ TuroTell us why here

Complaint: ***I am rejecting this response because: None of the information I have requested here has been providedI simply seek explanation of what action I took that you refuse to allow me to rectify it that permanently nullified my ability to gain access to the service.Sincerely,*** ***

I’m sorry to hear about ***’s experience after booking a car through TuroIn order to ensure the safety and security of all members of the Turo marketplace, we run checks on every applicantAfter *** created her account and booked a car on April 20th, we ran our standard review and
found that ***’s account had to be deactivated due to issues with her motor vehicle record
When we deactivated her account, the trip she booked was canceled and the charges were refunded automaticallyRefunds by this method can take anywhere from one to five business days, and, unfortunately, we do not have the ability to speed up that processThe refund was submitted on the 20thIf *** has not received the funds back to her bank account by now, our Customer Support team is happy to provide any information to her bank that may speed the process along
I understand it’s frustrating to have to wait for a refund, especially after a last-minute change of plans that is entirely out of your controlWe do sincerely apologize for the delay and wish *** the best going forward
Kind Regards,
*** *** *** * ***

Complaint: ***I am rejecting this response because:
I sent emails and calls constantly and was unable to get a hold of anyone regarding this matterThis needs to be documented and other people who use your service need to be aware that internal to their cars will not be covered because you can't take a picture of that damageIt is not fair to the hosts that make you money and Turo could have did better to right this situation for me, especially (not in spite) of it being a rare situation. Sincerely,*** ***

I’m sorry that *** is unhappy with our response to her complaintShe says that she sent emails and called but could not get a hold of anyone regarding her issueI’m not sure of the circumstances *** is referring to hereIn her original complaint, she explained that she did not report the damage to her car immediately because she assumed the problem with her tire could be fixed by simply putting air in the tireThere was no mention of not being able to get in touch with Turo Customer SupportWhen I reviewed our correspondence with *** again, I could see that she reached out to us on December 29, and we responded to her that same day to request documentation so we could assess her claimWe continued our email correspondence with her for several days and also offered her the opportunity to speak with a claims representative by phone
***’s reference to internal damage here is about the fact that she submitted a claim for damage to one of her car’s rimsPart of proving that a guest has caused damage to a host’s vehicle is for that host to send photographs that document the car’s condition prior to the guest’s trip and photographs taken hours after the trip end to document the car’s condition at the end of the trip*** said in her initial complaint that it would not have been possible for her to take those photographs because a rim is not visible unless the tire is removedWe agreed with her that that would not have been possibleWhat we did point out, however, was that we may have still been able to find a way to work with *** to investigate that damageThe problem was that *** did not report the damage within hours after the trip end as Turo requiresTuro has put this timeline in place in order to protect guests from unfairly 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
Besides damage to her rim, *** reported damage to her center consoleUnfortunately, *** did not take pre-trip photos of this visible area of her car’s interiorAs a result, we had no way of knowing what condition the console was in before her guest’s trip began
*** says that we could have done a better job of handling this situation for herWe take that feedback to heartWe would love to have been able to help *** with her damage claimIn this case, there is no way we could have done that and while still treating ***’s guest appropriately under our policiesAssumptions are dangerous, and without proof, we cannot simply assume that ***’s guest was responsible for the damage because she says so; we must have timely, concrete, verifiable evidence
Best regards,***Customer Support @ TuroTell us why here