Turo

We are extremely sorry that *** had such a frightening experience while renting with TuroWe are heartbroken to hear that something like this happened to ***, let alone while she was using our platformTuro takes the safety of our community very seriously and we launched a full
inspection and investigation into what exactly happened to cause this accidentAs of June 6th, we have received additional information regarding this; the mechanic has found that the condition of the car did not cause the accident, as there were no mechanical issues with the car that could have contributed to the damages and accident
When *** reserved this car, she declined coverage for her tripPer our
insurance policy, when a traveler declines coverage and there is damage reported, the traveler is responsible for paying a deductible of up to $3,and no less than $*** agreed to these terms when she made her tripDepending where liability for the incident lies, *** will either receive a refund of some, none or all of the $deductible we initially charged her
However, as per our policies and our investigation, we cannot waive the deductible for this case, as the results of our investigation have found that the vehicle’s mechanical condition did not contribute to the incident
Because *** has an outst***ng balance for the $deductible, her account was automatically restrictedHowever, we have lightened the restriction so that *** is now able to access her account and view the documentation we have sent to her showing that the mechanic’s report declared the condition of the vehicle was not the cause of the accidentWe are more than happy to provide *** with any additional information she needsShe can always email the claims agent she has been working with and feel free to request any more information, and at this time she is able to view the documentation we have provided her with
For more information on our insurance policies, *** can refer to these articles, and again reach out to us at any time
***
and
***
Again, we are extremely sympathetic to ***’s situationWe hope that we can come to a resolution soon
Kind Regards,
***
Customer Support @ Turo

I’m sorry there was confusion for *** around this situationI’ll skip to the end first to say that *** was refunded in full on March 30, and I’ll do a quick recap of events
*** says that Turo cancelled on her a day before her trip was scheduled to beginThat’s not quite what happened
***’s trip was scheduled to start on March On March 27, her host contacted *** to let her know that the car *** was scheduled to use for her trip had been in an accident and that her host would have to cancel the trip and refund ***The host said that she did have several other cars available for a portion of the dates *** planned to travel, and *** would be welcome to book another car with her if she would like*** did not reply to her host’s message
When our Customer Support agent reached out a few hours later to say that she was going to process this as a mutual cancellation (meaning *** would be refunded and her host would not be penalized for a situation that was out of her control), *** said that she did not agree to the cancellation because the host had other cars availableThe refund had been processed, but our agent took this email to mean that *** wanted to book another car with her hostTo help her do so, the agent voided the refund and reissued it in the form of travel creditWe do this as a courtesy when guests want to book a different vehicle after a cancellation or other issue with their original tripThis way they don’t have to wait three to five business days to get the money back to book a new trip; it’s available to them immediately as travel credit
After the agent had done so, ***’s got back in touch to say that she did not want travel credit but instead wanted her money refundedThis was on the evening of March The agent working with *** had the next two days offWhen she returned to the office, she saw ***’s note, apologized for the confusion, and processed the refund
I do apologize for any upset this caused ***She certainly wasn’t at fault for the cancellation, and we were happy to refund her in fullIt seems that the delay on her refund was simply caused by a miscommunication/misunderstanding
Best,
***
Customer Support @ Turo

Initial Business Response /* (1000, 5, 2015/06/26) */
RelayRides has been speaking with *** regarding this issue since June 13th
We requested, from ***, an explanation or evidence showing that the owner is the one who needed to cancel, and not ***However, his explanation of the situation
shows that he wanted to cancel the rental when he was unable to get more mileage than the rental agreement's allotted amountHe was informed of the mileage limit both when he submitted the request and when he paid for the trip the owner's weekly mileage limit was 350, and the mileage allotment he was given matched thatOur rental agreements make the allotted mileage very plain before a renter pays for a vehicle, so it was ***'s decision to book the tripOwners are able to set their own mileage limits with certain "minimum" amounts, and while this is on the lower side of a weekly allotment, we give the owner the freedom to set their amounts and the renter the ability to see and confirm the amount before they Book a trip
Our cancellation policy stipulates that a renter will only receive refunds if she cancels within certain periods of time; in ***'s case, he cancelled less than minutes before the trip was due to start, which means he was not receiving any amount back (as canceling within hours of a trip results in no refund)Furthermore, he agreed to our cancellation policy when he signed up for the service, as well as when he paid for the tripThe details of the cancellation policy are publicly visible at the following link: https://relayrides.com/policies/cancellation-policy This cancellation policy is in place to protect owners from the inconvenience of a renter changing their mind last minute, as the vehicle was unavailable for anyone else during the time it was Booked(Owners, similarly, also receive penalties for canceling with short notice on renters.)
*** has spoken with multiple RelayRides representatives, including a Member Services Supervisor, and myself (the Customer Support Manager for the company)Each representative has informed him that we must abide by the cancellation policy, and that we apologized for the inconvenience, but he had been clearly told the mileage limit at multiple points before he decided to Book the trip***'s latest exchange with us has claimed we have "stolen" his money (and used a number of expletives), and he appears to not accept the fact that he acknowledged and agreed to the lack of a refund when he signed up for the service and when he paid for his rentalBased on his language with our customer support team as well as his refusal to follow the cancellation policy he had agreed to in order to use the service, RelayRides has made the decision to close ***'s accountWe wish him the best of luck with his future car-sharing endeavors
Regards,
***
Customer Support Manager @ RelayRides
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
RelayRides did not have to close my accountI wouldn't use them any longer anywayWhy would I want to continue to bring business to a company that treats me like a second class customer, i.e., a company that takes money from a car renter and gives it to a car owner (who could still make money after I canceled) without any services provided to the former? Why would I want to deal with a company that doesn't take into account the fact that this was a first time incident and instead of helping a customer in a tough situation (as I mentioned in my original letter there was a glitch in the RelayRides app that messed up the mile limit I had, which led to an unpleasant confontation with the car ownerHe refused to increase the mile limit and asked I pay more if I wanted a mile increase) makes a unilateral decision to punish the customer by taking 100% of his money away?
Airbnb is a great company that RelayRides should model if they want to last longAirbnb allows its customers to speak with customer service representative on the phone and conducts a thorough investigation before taking someone's money awayAlso, they rarely take 100% of customer's money whether it was a customer's honest mistake or their own fault
RelayRides treated me ruthlessly and unfairlyThey ignored my requests to refund me the money they took from meIn addition, the director of customer service, ***, refused to refer me to his managerAll I want is fair treatmentI want RelayRides to give me my money back
Final Business Response /* (4000, 9, 2015/07/10) */
Again, we do apologize that *** feels he is being treated unfairlyUltimately, we are treating *** the same way we would treat any customer in his situationHad *** canceled earlier, or had the owner been willing to provide a refund, we could have given him more money back per our policiesUltimately, however, *** kept the owner of the vehicle waiting by canceling with less than minutes before the trip started, despite booking the trip multiple days in advanceThis is why our cancellation policy is in place: It protects owners from last-minute cancellations on the part of renters(The owner cancellation policy works similarly; owners are fined for canceling on renters within hours of the start of the trip, and renters receive a complete refund.) A last-minute cancellation can be very inconvenient for either party, as in an owner's case, they need to make arrangements to ensure the car is ready for a rental, and to ensure they are ready to be without the car for the duration of the rental both these things cost the owner time and effort, and sometimes moneyTo suddenly be subject to a last-second cancellation without some sort of compensation would be enormously unfair to the owner, whose car was not available during that time to any other renters and who likely went to quite a bit of effort to prepare the car
The owner also mentioned that *** told him that *** was aware that this was his own fault and responsibility, and that the owner attempted to find a way to help *** without reducing the mileage too much for the owner's needsBecause the cancellation was so last-minute and the owner had gone to much trouble to prepare the car, the owner was unwilling to provide a refund, which is the only circumstance in which we can go against our own policy
Once again, we apologize for any inconvenience *** has endured throughout this process, but we are unwilling to provide him with a refund at this time
Regards,
***
Customer Support Manager @ RelayRides
Final Consumer Response /* (4200, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to underscore that my frustration with RelayRides is due to the fact that they are ignoring that there was an app failure, or worse, a dubious app formatThere was a error with the app that caused the confusion between the car owner and myself, which left me with an insufficient number of miles to complete my round-trip journey between ***
If I had kept the reservation I would have ended up spending more money than I would have spent on a conventional car rental service because the owner was not willing to increase the mile limit without charging me way more than what a traditional car rental company would have charged meAnd I used to be a Relay Rides customer exactly because of their competitive pricing versus traditional car rental companiesSo, I canceled the reservationAny reasonable person would have done the same
While I understand that it may have caused inconvenience to the car owner, I think that in a situation where your app failed to provide all the necessary information, a compromise is warrantedAt the very least, I should have retained 50% of the reservation amountThat would have been fairer than making me shoulder the entire burden of Relay Ride's app failure or abstruse app format
I am reporting RelayRides to the Revdex.com as well as the Consumer Protection Bureau, as I do not want this situation to befall any other Relay Rides end users

I am so sorry that it’s taken longer than usual for *** to receive his refund checkTuro has an in-house accounting department that handles all of our financial dealings, and our process is to send out checks in batches, so there can be a slight delay from the time a check was issued until
the time it is mailedUnfortunately, ***’s check was issued during an extremely busy time and the batch mailing was delayedI say this not to excuse our tardiness but to make it clear that the delay was in no way intentionalI am happy to report that *** has received and did cash his check, and again I apologize for the longer-than-usual wait time
Best,
***Customer Support @ Turo

** *** *** *** *** *** ** *** *** *** *** *** *** *** *** * *** *** *** ** * *** *** * *** *** ** *** *** *** ** *** *** *** *** *** *** *** *** *** ** *** *** ** *** *** *** *** *** *** *** * ***
*** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** * *** *** * *** *** *** *** *** *** *** *** * *** *** ** *** *** * *** ** *** *** *** * *** *** *** *** ** ** ** *** *** *** *** *** *** ** *** *** *** *** ** ** ** *** *** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** ** *** *** *** ** *** *** *** ** *** *** *** ** *** ** *** *** *** *** *** *** *** ** ** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** *** *** * *** *** *** *** *** ** *** ** ** *** *** *** ** *** *** *** *** *** ** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** ** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** ** *** ** *** *** ** *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** ** *** *** *** ** * *** *** *** *** ** *** *** *** * *** *** *** *** ** *** *** ** *** *** *** ** *** *** *** *** ** ** *** ** ** *** *** *** ** *** *** *** ** *** *** ** *** *** *** ** *** *** ** *** *** * *** *** ** *** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** * ***

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

I’m sorry that *** feels he has not been protected by TuroBut Turo does feel that we clearly and accurately disclose any restrictions and limitations to our advertisements and protectionsWe have many FAQ’s, published policies, and notifications which explain our restrictions and limitations
Owners are made aware of our policies and limitations when they sign up for Turo, when they list their vehicle on Turo, and when they book trips with their vehicleWe feel Turo has met our responsibility of clear notification by providing all the information an owner needs to fully understand our policies and to have a successful experience on TuroIt is the owner’s responsibility to read and be aware of the information we provideAs an owner on Turo, *** was aware of our reporting policies, which is why he emailed us at the end of the trip in question to ask for an exceptionWe told him we could not make an exception to our policies
If *** did in fact email Turo prior to the trip, and was promised by a Turo employee that we would make an exception for his reporting time period, we would like to take this information into consideration for ***’s case; however, the attachment from *** is not included here, and there is no email in our system that shows that any such exception was promisedFurthermore, we have reached out to the agent whom *** claims made the exception for him, and were informed that no such promise was madeIf *** does have this information he can feel free to email it to us at ***, so we may investigate the situation furtherHowever, if no such evidence is available, we are unable to provide any more compensation for this situation than we already have
I’m sorry that this is not the outcome *** is looking for, but Turo must stick to its policies, for the continued security, consistency, and integrity of our platform
Best,
***Customer Support @ Turo

Complaint: ***I am rejecting this response because: I am still liable for $(in collection)(to fix crack) my cr**it at TURO Insurance for $weekend trip of my money for no fault of my own
I actually found a picture that shows at least the hairline of that crack from my mobile phoneAll I ask** was to have an adjuster come out and why this business with people sitting around that day the car was return** to not bring that same paper out that I wrote wear and tear for an SUV/truck- due diligence they did the first day and the the Owner was not there
I DO NOT want to pay FOR what I did not break and GOOD PLACEMENT AD that EVERYONE must TAKE MANY PICTURES of these vehicles at ALL TIMES on their part since this is not your RENTAL CAR PROCESS and Owner can claim anything and the insurance through TURO is only extra/supplemental.Sincerely,*** ***

We are sorry to see that *** was unhappy with our customer supportIt appears that this situation has since been resolvedThere was a mistake applying the reimbursement to *** account that was correctedThe refund has gone through and the ticket has been closed
We apologize that there
was a delay responding to *** inquiriesThe representative who was assigned to this case from the beginning became ill and was out of the office for a few daysWe did not respond to *** during this time, and will work to re-assign open cases when this happens in the future
We hope *** is pleased with this outcome and continues as a valued member of the Turo community
Best,
*** Customer Support @ Turo

I'm sorry that we aren’t able to resolve this situation in a way that makes *** happyWe asked *** to send us the text message proof that he had complained to the owner about these issuesHe explained to us that he had them, but he would not send them, and asked that we get them from the ownerWe have requested this documentation; however, we can't force the owner to provide proof -- it's typically more productive to request documentation of an indiscretion from the accuser than from the accused
If *** would submit this information to us, we would be able to quickly proceed with further action for himHowever, by choosing to not submit the documentation to us despite our repeated requests that he do so, *** has indicated that he is either unable or unwilling to provide this to usThis is a very large part of why we are not able to do anything more for him
We do want to assure *** that we have taken his report of these issues extremely seriouslyWe had the owner obtain a full multi-point safety inspection of the minivan, and send in documentation that any issues have been resolved
I'm sorry that we are not able to offer *** a full refund of this trip price due to the late report of the issuesI wish we had been made aware of the unacceptable condition of this car at the beginning of his trip, rather than at the end of those nine days
If *** is able to send us the screenshots of his texts to the owner, we will be happy to review them
Best,
***
*** *** * ***

I hear that *** feels frustrated with the circumstances under which she incurred a late fee for returning her host’s car past the scheduled trip end timeI do want to share a little bit more about the timeline for ***’s extension that I think will explain this issue
In viewing the
conversation between *** and her host, I could see that *** informally asked her host via Turo messaging if she could extend her tripThat was at 6:pm EDT May 7, While it’s true that a host must approve a trip extension request, that approval must take place via a formal extension request submissionIn other words, rather than messaging her host at that time, *** could have submitted a trip extension request via the platform, which her host could have then accepted or declinedOnce her host had accepted that formal request, the extension would have been in place
At 7:pm on May 8, ***’s host contacted her via Turo messaging to say that she was welcome to extend her tripThe next message that *** sent her host was more than hours later at 9:pm May 9, less than a half an hour before the scheduled end timeShe said at that time that she was trying to contact customer support to extend her trip
In reviewing the history of ***’s contact with our customer support, I could see that she did not contact us until May -- the last day of her trip -- to try to extend her tripWe don’t have any records of *** calling us, as she mentioned that she hung up before she could be connected with an employee, but we do see that she didn’t try writing to us until shortly after the trip had already endedI can’t speak to the reason why *** waited to try to extend her trip when she knew two days prior to her trip end that she would need the car for a longer period of timeAnd while I do regret that there was a longer-than-usual wait time to reach a member of our support staff, *** did have the option to hold until someone was able to take her call
Still, in light of the long wait time that *** experienced, we have removed the administrative fee associated with this late chargeAs of now, *** has chosen not to pay the late charge, but I hope she will honor her commitment to her host and pay the outstanding balance
Best,
***Customer Support @ Turo

Complaint: ***I am rejecting this response because:Sincerely,*** ***
whoever is speaking for turo on this messages is leaving out a lot of key factsFor example, the first time I rented from the host and all the previous cars I rented from the host in the previous monthsAlso, turo keeps leaving out on the 19th the host didn’t not respond via email, text or callI left the host my number on the turo siteAnother thing turo is leaving outThey host didn’t respond until days later on turo emailNever called me or nothingReached out back to him email, text, and phone and still no answerThe only reason the host had the car blocked is because I was renting monthly just paying weekly for the recordMe and the host had made this agreement in the beginningThe confusion starts when he doesn’t answer turo email, my calls or texts and the car is still blocked so I can’t even extend if I wanted toThis is part of the scamThe only next thing is to return the car but the location is again at a gas station which is against turo policiesIt’s not a physical addressIf I wasn’t smart and left the car it would’ve got towed because the turo guy told me to leave it parked in a tow away zone with keys locked insideWhich is also apart of the scamsIf I would’ve left it’s insurance claim scams and damage scams that could’ve occurred and I would’ve been held responsibleIt’s all over the *** for this scamI’m not the first this has happened to I’m just one of many that stopped it befor the scam occurredOh I forgot I have all the text messages and pictures and times to back what I’m saying and turo blocked me so I can’t get them but I screenshotted it before so it this has to go to the media or courts I have more than enough evidence to prove what I’m saying is true

"I am very sorry that *** has found damage to his vehicleI understand that any vehicular damage, no matter how minor, is frustrating; however we believe that due to the nature of the Turo platform, minor scratches, dents, and dings are to be expectedThis is why we have a policy that
distinguishes between damage that is covered by Turo’s insurance, and general wear and tear
General wear and tear is defined as a scratch, ding, or dent that is less than inches in diameterUnfortunately the damage to ***’s vehicle falls into the wear and tear category, as it is less than inches in diameterTherefore it is ineligible for coverage
I understand that this is not the outcome *** was hoping for, but our decision aligns with our policies, and we feel that it is fairI apologize that we can offer no other resolution at this timeThe decision we have made is final and it is justified by our policies and the evidence providedIf *** has any additional evidence that he can share, we would be more than happy to review it
Once again, I apologize for this situation and I’m sorry that we are unable to do more about the damage to ***’s car
Best,
***
Customer Support @ Turo"

I’m sorry *** is unhappyThe information he shares is not entirely accurate or complete, so I’m happy to talk through the issue here
*** picked up his car from his host at am on January 6, He says that the car shook badly if he drove it over mph, but he did not turn around and
return the carInstead he kept the car for the duration of the trip and contacted his host about a refundWhen *** wrote to Turo Customer Support about this situation, we confirmed with his host that she had promised him a refund (there was no record of a conversation between *** and his host about this issue in the Turo app), and then we fully refunded *** for the tripThis was all carried out smoothly and without delay*** contacted us at 12:pm on January about this issue, and one of our Customer Support agents responded to him minutes later letting him know that he had processed ***’s refund
*** says that Turo does not care about the safety of its guests, but nothing could be further from the truth*** did not contact us at any time during his trip to let us know that he felt the car to be unsafeHad he done so, we would have offered him roadside assistance and worked to find him a new vehicleInstead, he chose to keep the car for the entirety of his booked trip and only reached out to his host to arrange for a refundWhile that’s certainly his prerogative to do so, it doesn’t really put him in a position to judge Turo’s commitment to their guests’ safety
In fact, we let *** know that after he reported the safety issue, we reached out to his host to let her know that we were restricting her car until she could submit proof that it had been repaired and was again in safe working orderThis is the protocol we follow any time a guest has a safety concern about a vehicleIn this case, the host had the necessary repairs made and submitted evidence of those repairs as requested in order to be able to offer her car again on Turo
*** says that his host breached their agreement when she submitted for payment the toll charges he incurred during his tripSince there was no written record in the Turo messaging app of the agreement *** and his host made, our Customer Support team had no way of knowing whether or not he and his host had agreed that *** would not be charged for tolls, so they followed protocol and reached out to *** for payment of the tollOnce we heard from *** and were able to determine who was meant to cover the toll costs, we did not charge him for the tollA host has up to days to submit a toll charge, so yes, the case did reopen when ***’s host submitted new toll information, but again Turo found in ***’s favor, and he did not have to pay for the toll
I can appreciate that sorting out the toll situation may have been frustrating for ***We gave him $travel credit for the inconvenience and because we value him as a guestUnfortunately, a full trip refund of $37.40, no toll charges, and $travel credit did not satisfy ***He demanded compensation in the amount of $462.20, which he says he is owed for the inconvenienceTuro simply cannot pay him this amount as it is no way reasonable given the situation and the refund and credits we have already given ***When we told *** that, he then asked for $travel creditWhen we declined, he then tried to bargain with us for $travel creditWhile we’re sorry *** had some difficulty with his trip, we feel that we and his host did everything possible to compensate himBest,*** *** * ***

We’re sorry that *** is disappointed that he’s no longer a part of the Turo platformLike the Customer Support agent *** spoke with, I’m not able to share the specifics of why he was removed from the platformWe do not share with hosts or guests any of the details of our
verifications processThis protects our users and prevents people from trying to figure out ways around our security measures
At the time *** joined Turo, we verified his identity before accepting his request to joinBut for the protection of everyone on our platform, our verifications process is ongoing and is triggered by a number of different actions and circumstances, including when anything suspicious or concerning occurs
I can say that the information *** provides does not tell the whole story, but other than that, I’m unable to go into details about his caseWe did let him know that his removal was tied to his sharing of information or assets with a user who has been removed from the Turo community, but again, there is more to the situation that I am unable to share due to privacy restrictions
I understand if *** does not feel fully satisfied by this response, but our obligation is to maintain a safe and healthy marketplace for our hosts and guests, and to do so, I cannot give out details of individual cases
I want to close by saying that we value all of our hosts and guests, especially those who have been with Turo for a long time, and we do not remove people from our platform lightlyWe’re sorry that circumstances have forced us to part ways with ***
Best regards,*** *** * ***

Initial Business Response /* (1000, 5, 2015/10/28) */
We appreciate *** reaching out to us about this issue, and we're sorry about the hurdles he's had with getting his car backI understand that ***, our manager at the RelayRides LAX lot, has actually worked with *** since this
concern was submitted, and *** is actually able to pick up the vehicle later today (October 28th)We do apologize for the length of time it's taken to get this resolved our LAX location tends to be very busy, and we're currently working as fast as we can to ensure we get issues resolved in a timely fashion
For future reference, our policy on getting a vehicle back early from a RelayRides Park & Earn reservation is found here: https://support.relayrides.com/hc/en-us/articles/XXXXXXXXX-What-if-I-return-from...⇄ We do actually state that we can't promise a vehicle will necessarily be available early, primarily because the vehicle may be rented out if the owner comes back ahead of scheduleFortunately, in this case the vehicle was not currently being rented out, so we cancelled the other upcoming trips and the vehicle will be available later today*** is welcome to reach back out to *** if he needs to coordinate any further pickup details
Thanks again for working with us!
***
Customer Support Manager @ RelayRides

I am very sorry to hear of the issues that came up for *** during her trip and want to do my best to make things better for her
We asks hosts to be available to their guests at the start and end times of trips, so I can only apologize that her host was unresponsive and that the start of her
trip was delayedIn reading the messaging between the two, it sounds as though there was a misunderstanding about where the car was parked, and perhaps some more explicit instructions from the host would have alleviated that problem and time delayOnce *** found the vehicle and uploaded the necessary photos, her host responded seven minutes later by unlocking the carOverall, I agree that the whole process could have gone more smoothly
*** says that the car was dirty on the inside when she received itIf the vehicle was unacceptable to ***, she could have contacted Turo, and we would have worked with her to resolve that issue -- possibly even finding her a new vehicle if that would have been an appropriate and agreed-upon choiceWe instruct guests that if something doesn’t look right at the start of a trip, to please report it before they take possession of the carI appreciate that *** was in a hurry and felt as though there would be no time to change cars, but we are limited as to what we can do after-the-fact to remedy a situation once a guest has accepted a vehicle and does not report the issue to us until after the trip has ended
As for the headlight that was not working, I agree that this is not acceptableThe challenge is that we don’t know if the headlight was not working when *** picked up the vehicle or whether it burned out during the tripWe take our guests’ safety very seriously and do our best to ensure that vehicles are safe and well-maintainedAs soon as *** reported the safety concern to us, we restricted her host’s vehicle so that no other guests are able to book it and have required the host to provide a mechanic’s report that documents that the headlight has been repairedOnly after we are satisfied that this issue has been properly addressed will we permit the vehicle to be re-listed on the Turo platform
In reviewing the pre-trip photos *** took of the car’s interior and in recognition of the difficulty her host’s lack of responsiveness and the non-working headlight put her in, we are refunding *** $88, which was the trip price for two days of her trip (vehicle listed at $44/day)
As for the sunglasses that *** left in her host’s vehicle, I saw in the messaging between them that when *** asked her host to check his car for her missing sunglasses, he let her know that the car was at the repair shop and not in his possessionUnfortunately, we have no way of knowing if the sunglasses are in her host’s carWhile I agree that it would be a nice gesture on the part of ***’s host if he were to follwith her about the sunglasses, we cannot require him to do so as Turo is not responsible for personal items left in host vehiclesIt’s an issue for a guest and host to work out between themselvesAfter her trip ended, *** was able to offer feedback about her host, the vehicle and her overall experience, so she could have shared her concerns there and also have left private feedback for her host
Again, I am sorry that *** had such an unpleasant experienceShe has been a regular Turo user and a valued member of our communityI hope her interactions with Turo and other hosts to date make it clear that this one trip is not a typical Turo experienceI’m pleased to note that *** does have an upcoming trip booked on Turo, and I’m pleased that she continues to trust us and the platform to help her find great vehicles from great hosts
Best,
*** *** * ***

I sincerely apologize for the experience *** has had while in the process of renting a car on TuroI also apologize that Turo cannot disclose more information about why we revoked ***’s membershipThis information is proprietary, and therefore we cannot release the details
However, I can assure *** that the information that led to our decision is non-discriminatory and unbiasedThe safety of the Turo community is our number one priority, which is why we have a Verification team dedicated to securing our communityTuro’s Verification team constantly monitors its members and tripsWe have certain triggers and notifications in place that alert us to something that may not be rightI am sorry that one of these alerts happened while *** was about to take a trip with TuroHowever, at this time our decision is final and we are unable to reinstate ***’s membership We sincerely apologize for the inconvenience
Kind Regards,
***
Customer Support @ Turo

Complaint: ***I am rejecting this response because: this response indicates that I wasn’t eligible per additional requirements to rent the Ferrari If this is the case, and as mentioned, I met prior verification criteria, why deactivate my whole account then and just not let me rent that higher end car? This is the reasoning that doesn’t make senseNothing has changed from my information prior to requesting this certain car, and I was compliant to pay the $deposit. Sincerely,*** ***

I sincerely apologize for the confusion surrounding this matterWhen our agents on the phone confirmed that *** had a signed checklist, they were referring to the checklist signed as an indication that there was smokingThe signed checklist is only valid if it is signed by the traveler concurring that the vehicle was smoked in; however, the signed checklist that *** sent indicated that there was no smoking in the car, and the traveler did not acknowledge there was a smoke smell in the vehicleIt was signed for “I will not smoke in this car”The checklist is only valid as evidence of smoking if it is signed by the checklist with an agreement that the vehicle was returned with a smoke smell
I understand that this can be somewhat confusingHowever, the checklist *** provided actually explicitly seems to prove that there was no smoking in the carEspecially without an admittance to smoking by the traveler in trip messaging, and without any photographic evidence of smoking in the vehicle, we c***ot follow through on this claim
This means that none of the evidence *** has provided to us indicates that the car was smoked inIn accordance with our policies, we c***ot move forward with a smoking claim without solid evidence
I understand this isn’t ***’s ideal outcome, but I hope he can understand the reasons behind our decision
Best,
***
*** *** * ***
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