Turo

I’m sorry *** is disappointed that she’s no longer able to book a trip on TuroOur verification process is ongoing, and certain events trigger a verification review of our guestsIn this case, *** requested to rent a very high value vehicle (a Ferrari), and such a request requires that we
conduct additional verificationsIn this case, the outcome of our process resulted in our decision to remove *** from the Turo marketplaceIt’s unfortunate, but sometimes we have to make a decision that is unpopular with one of our users in order to maintain the safety and security of our platform for all of our users
*** says that no one has gotten back to her about why her account was deactivatedThat’s not exactly trueWe let *** know of our decision and that we could not release the details of our review process or the reason for her removalWe gave her the opportunity to appeal our decision, which she didSadly, our findings remained the same, and we again let her know the outcome and that we could not offer her details around our verification process or our discoveries*** continued to reach out and insist on knowing the reason her account was deactivatedWe finally had to tell her that we would no longer respond to her emails as nothing about our response would change -- we could not share with her the details of our findings
I understand why *** is disappointedTuro is not a good fit for everyone, and *** may be better served by using a traditional car rental company
Best regards,
***
*** *** * ***

We appreciate *** reaching out to us about this issueI do see that Turo has since reached out to *** since March 29th, the day she filed this complaint.First, we're so sorry about the communication issues that have plagued *** claimUltimately, what happened is that *** requested we not
contact her insurance provider a day after we had already filed the claim with our TPA (third-party administrator), which is the company we interface with to file and contact insurance companies for claims*** contacted us the day after that, but unfortunately this is where we dropped the ball -- due to a miscommunication between the claims agent handling her case (***) and the claims manager *** spoke with on the phone (***), we did not contact our TPA to rescind the claim we'd already filed with our TPA until it was too lateThe reason why we were so delayed with getting back to her between March 28th and April 5th is due to another issue with our system's case client, wherein this case was unfortunately "unassigned" from the agent who was working on it and it regretfully did not get the attention it deservedWe're so sorry about this procedure that resulted in *** claim being filed with her insurance provider, and I would like to mention that this is an unusual instance where certain levels of communication simply broke down in our systemI personally have looked into this to ensure this type of miscommunication does not occur again within the Turo claims teamIf *** has further questions about the specifics of her damage claim, I recommend she reply to *** email, which was sent yesterday (April 5th) and supplies some answers to questions *** had been asking regarding more specificity.Once again, we do apologize for the inconvenient experience!Kind Regards,***Customer Support Manager @ Turo

Initial Business Response /* (1000, 5, 2015/11/23) */
We're sorry that *** and *** are feeling as though they were treated unfairlyUnfortunately, Turo does not disclose proprietary information regarding the details of our internal review processThe information that *** provided during
the application process was closely reviewed prior to rendering our decisionAs *** had not created an account and was inquiring as to the status of ***'s account, we were not able to assist her with membership either, as she had not created an account
Furthermore, the $travel credit gift we provided to our existing members to celebrate our rebrand from RelayRides to Turo is precisely that a giftIt explicitly is not transferable and is only for use on Turo rentals and extensionsTherefore, we are unable to transfer or provide it to anyone in the form of anything else, as it is only travel credit for use with Turo
We are sorry that *** and *** felt inconvenienced, but we wish them the best of luck with their future car-sharing endeavors
Best,
***
Customer Support Manager @ Turo
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Turo is lying about what happenedI created an account and my husband created an accountThey denied both accountsI have documented proof showing I had an accountI deserve an apology by phone and so does my husbandThis company is racist and has reviews to support my claim of racismThank you
Final Business Response /* (4000, 9, 2015/11/25) */
Turo goes by the name on the account to denote "ownership" for an accountIn this case, *** has two accounts and *** does not have one, since there are two accounts in ***'s name and (currently) no account in ***'s nameThe email addresses indicated they were ***'s accounts, as wellThis is what we mean when we say that *** does not have an account, so I apologize if that caused any confusion
I can assure you that Turo does not discriminate against applicants based on race, gender, sexual preference, or other identifying characteristics; however, we do reserve the right to refuse membership to anyone, and in this case, we declined to offer membership after performing a thorough internal review on the application we received
I apologize that you feel as though we are discriminating against you and for the inconvenience
Regards,
***
Customer Support Manager @ Turo

Complaint: ***I am rejecting this response because: I did not called them after my tripI did contacted owner way earlierWhen I reported the list of issues via text message to owner, his answer was short and simple: "Ok"So from that point I understood that nobody cares here about safety, and I called himAfter a brief conversation about all issues, he texted me few hour's later: "someone from a TURO safety department will contact you tomorrow".I was waiting for that call days, nobody ever called meNeither owner or TUROSo please stop promising and lying to your customersI do have all the texts from owner. So what are they saying by "The owner has already been paid for this trip, and we are simply unable to refund *** for a trip that was completed." In every company there are fees and chargebacksOwner advertised this car "In excellent condition" which was a big fat lie, that means this is his fault and he must return money and first of all fix this car before he rents it out for next customer. And as I told you before, that they warned me of being removed from the company for contacting ***Quick update - I'm already removedThey promised, they didBut when they promised me to rent a car in excellent condition - they failedAnd now they do not want refundI hope my credit card company will be on my side since I did not get service or good in the condition that was advertisedThank you.Sincerely,*** ***

I’m sorry that *** ran into difficulties with outstanding tickets on his carTuro allows hosts up to days from the end of a guest’s trip to submit documentation of tickets incurred by guestsOur published ticket reimbursement policy tells hosts that we will not reimburse them for any late
payment fees or other delinquency fees on tickets received by their guest, even if the guest did not tell them that they received a ticket, because almost all traffic violations are reported to car owners by the agencies levying them within days of the incident*** says that Massachusetts assess late fees after days; however, fees for parking tickets, which are the kind of tickets *** submitted, are assessed by the city or county in which the violation occurredEach city and county has its own timeline for notification and penalty assessment and would not follow a specific timeline set by the state
In our ticket reimbursement policy, Turo encourages hosts to get in the habit of checking for any potential tickets as soon possible after each trip to avoid being surprised by a ticket notification and possibly incurring a late payment feeIt’s also a host’s responsibility to ensure that their DMV or RMV has their up-to-date home address, so that any notifications regarding parking tickets will reach the host as soon as possible
It is worth noting here that of the tickets tied to ***’s vehicle -- which resulted in his car being booted -- one was from December 2016, one from November 2017, four were given because the vehicle had an expired registration, and one was given because the vehicle had no license plate*** notified us of these tickets on May 15, It seems unlikely that in all of this time, *** never would have been notified about outstanding tickets from and by the Massachusetts RMVAdditionally, the five tickets related to his vehicle’s issues were in no way the fault of his guests
When *** reached out to Turo about this issue, we were able to tie valid tickets to two of his recent guests, and we reimbursed *** $for those ticket costs
I am sorry that ***’s car was booted as the result of unpaid ticketsWe do our best to make our policies clear to our hosts and to reimburse them quickly when they follow our reporting guidelines for ticketsIt is, however, the host’s responsibility to stay up-to-date on the status of their vehicle with regard to moving, non-moving, and administrative violations
Best,
***Customer Support @ Turo

We are very sorry that *** request for an extension was deniedWe understand that this can be frustrating and inconvenient; however, Turo is a peer to peer, car-sharing marketplace, meaning owners have full jurisdiction over their vehicles and personal propertyIf they do not wish to extend
a rental on their vehicle, they have every right to deny the extension
*** was not charged for the declined extensionTuro only charges travelers for approved reservations and extensionsAccording to our records, even though the extension for the vehicle was not approved, *** kept the vehicle for three days after the original return date, resulting in a late feeFor late returns, Turo charges travelers $50/hour, up to $200, for every hour the car is late*** also went over the allotted miles for his tripWe charge travelers $per additional mile driven These might be the additional charges *** is referring toWe want to assure *** that these additional charges are not for the declined extension, but rather the compensation he rightfully owes the owner for not returning the vehicle at the designated time
*** can see more about our fees & fines policy at this link
***
If *** has any further questions he can feel free to reach out to us at support.turo.com
Kind Regards,
***
Customer Support @ Turo

Complaint: ***I am rejecting this response because:
I rent my car with them for more than a year in NjLet's say I rent my car in Ny and breach their contractWhy they charged me 25% of my revenueWhy they never warn me about this situation and now they come up with this excuseI'm trying to warn other consumers here because I'm not the only one suffering from themI figured it out that there is couple other consumers they ignoredI will look for my rights in the court and I don't seek any other answers from this company
Sincerely,*** ***

I’m sorry *** was surprised by the reimbursement charge from his recent tripWe know receiving additional charges after the trip has ended can be jarringIf a host submits a reimbursement claim, guests have the opportunity to review and dispute the request if they believe it to be
inaccurate
*** received a notification on February that his host was requesting $for toll fees that occurred during ***’s trip from January to January As it can take time for hosts to receive unpaid tickets or tolls, we allow them to request reimbursement for these items up to days after the end of the tripWhen *** received the notification of the reimbursement request, we informed him he had hours to accept or dispute the request, otherwise he would be charged automatically after the deadline
The reimbursement tool used by ***’s host is entirely automatedA representative from Customer Support only gets involved when a guest formally disputes the claimI do see that *** messaged his host to request more information, but he did not also select the option to dispute the reimbursement claimAs a result, the automatic charge went through on February
I apologize if the process was confusing, and do see from the messaging that ***’s intent was to dispute the claimWe regret that we didn’t receive the proper notifications to review his case at the timeI have refunded the $as a one-time courtesyIf *** receives any reimbursement requests on future trips, he should be sure to select the dispute option when he receives the notification on Turo
We apologize again for the frustrationIf *** has any additional questions about the reimbursement process or any of Turo’s policies, I encourage him to reach out to Customer Support
Best Regards,
***
Customer Support @ Turo

Complaint: ***I am rejecting this response because:
I am rejecting this response because I would have rather the company contacted me to review my side of what occurredIt is easy for a business to look at what is written down on paper and make assumptionsBut good customer service will contact the customer to hear their side as well.
My issue is that the second person I talked to that day pushed back my response time after the first rep told me to wait and hourI feel hours and three messages is more then enough time for a host to get back to someone trying to rent a vehicleWhile I understand that the business cannot guarantee a vehicale rental, the fact the the support line pushed back me waiting for a response so long prevented me from having more available options.
As for my being abusive, I said one swear word and that was as a result of me being upset that I could not speak to a managerThe issue is not if a manager could do anythingThis issue is being denyed that right as a customerTuro is a customer service based business and when you sent gour customers the right to speak to management and also deny your customer the right to speak to someone higher up in your business who feel like they were not getting proper support, you are no longer providing customer serviceIt just shows that you do not care for your clients at all.
Sincerely,*** ***

At this time, we are waiting for the claims associate to gather the required information to settle this caseWe do have time-stamped photo documentation of the damage from the owner, and the dent in the hood is also visible in the post-trip photos uploaded by the travelerThis was initially difficult to determine due to glare, but when the photos are compared side-by-side we can see that the dent is in the same locationWe do have deadlines for when damage is reported, and the owner reported the damage the same day the car was returned
We ask that all claims be reported in writing and through our claims toolOur claims agents do not typically handle claims over the phone until they need to reach out to the parties as the claim progressesThis is why calling a claims representative was not listed as an option from the beginning
In this case, our claims agent has diligently reviewed all documentation from both partiesWe are currently waiting for the final estimate from our third-party inspectorWe will then reach out to the traveler to discuss the next steps
Again, I am sorry that this has been a frustrating experience, and I thank the traveler for her patience through this process
Best,
***
Customer Support @ Turo

I think I can easily address this for *** because it sounds as though perhaps he simply lost track of an email from usOn April 22, 2018, we sent *** an email that shared with him both a link to our list of eligibility requirements and the offer to submit additional documents if he wanted us to reconsider his request to join the Turo platformI want to remind ***, as I mentioned in my earlier response, that submitting these documents does not guarantee that we would arrive at a different decision, but we do give people the opportunity to have their request reconsidered*** is welcome to submit the necessary documents if he wants to, and we will re-review his request
I also want to reassure *** that, while he may have chosen to sign up with Turo via ***, Turo would not have viewed his profile to look for or collect any information about his political affiliations or beliefs, so this was not a factor in our decision in ***’s case
Best,
***Customer Support @ Turo

I’m sorry *** had such a frustrating experience with Customer Support regarding her account issueWe review all accounts to ensure that members of the Turo marketplace meet our eligibility requirements as outlined on our websiteWe reserve the right to decline membership for a variety of
reasons, including auto insurance score, criminal background, and driving historyThis is in an effort to maintain the safety and security of the marketplace
After our initial review when *** created her account, we found that her account had to be deactivatedWe apologize for any frustration and worry that caused herAn agent from our Verification team reached out to her explaining the situation and letting her know what documentation we would require if she wished to appeal the decision
Our Verification team is currently only available via email, and our Customer Support representatives are not fully trained on the Verification processes or policiesWe regret that the agent *** spoke to was not able to provide the details she requestedThe agent was working in conjunction with a supervisor who advised that *** would have to follow up with any questions via email
While this is our standard policy regarding account verification issues, we do understand the process is very frustratingWe have heard lots of feedback on this subject and are currently looking into ways to make Verification agents more readily available to answer questionsWe hope to have this available soon to avoid situations like the one *** has described
I’m sorry we’re not able to approve ***’s membership with TuroWe wish her the best for the future
Kind Regards,
***
Customer Support @ Turo

I’m sorry to hear about the experience *** has had with his Turo accountI understand it’s frustrating to not have a specific reason why his account was canceled
When we review an account, we are looking to see that the member meets our eligibility requirements, but also that they are
upholding the Terms of Service as posted on our websiteWe found that ***'s account had to be deactivated
In ***’s case, he had previously used our service and subsequently reversed the payment for his trip, which caused his original account to be suspendedHe later created multiple accounts to circumvent this holdAs all of these are policy violations, we are unable to approve his membership
I can assure *** that the process is thorough, and deactivating an account is not an action taken lightlyWhile we’re not able to offer any additional details beyond what we have been able to provide here, we do wish *** well in the future
Kind regards,
***
Customer Support @ Turo

I’m sorry to hear about ***’s experience with his recent tripWe know guests are counting on hosts to provide reliable cars and that this situation must have been extremely inconvenient and frustrating
I have looked into ***’s correspondence with our Customer Support team, and
I’m happy to report that he did receive a full refund for this trip and $of travel credit towards a future tripWe apologize for any delay responding to ***’s concernsOccasionally, our support team does get backed up, and it may take longer than usual to get a responseWe are working to rectify that situation and apologize for the inconvenience it caused in this case
Once again, I apologize for the delay and that *** was not able to reach someone on the phoneI hope he will consider giving Turo another shot in the future!
Best Regards,
***
Customer Support @ Turo
Tell us why here

Complaint: ***I am rejecting this response because:Turo still continues to ignore the fact that we were not the next drivers after the photo in question was takenWe did not receive this photo I have scanned all emails and do not see any images sent from Turo other than the ones from the company assessing the damageWithout a photo from the car during or before hand off with my wife and I at the location at the airport they have no concrete proof any damage was done by usFor the emails in question I did receive a claims email on the 19thThe owner of the car never tried to contact me and I thought this must have been an error because on the 22nd I got another email with a question about how my claims experience wentSince these were both copy and paste messages I again thought this was a glitch because no 500$ deposit had come out of my bank account and no one had tried to contact me about resolving this personallyI showed lots of proof to Turo during this month and a half experienceAnd no I did not know about any app as this is my first time and figured my videos and photos taken would be fine since we received the car with the damage(Attached are emails and the complete to the claims experience question)
Sincerely,*** ***

We appreciate *** reaching out about this issueWe believe that honest feedback makes the Turo marketplace strongWe also believe that reviews that contain personally identifying information about a host could potentially jeopardize the safety of that host and the security of their vehicle,
so we monitor reviews closelyIn this case, it seems as though we were overly cautious in making our decision to remove ***’s review, and I have re-published it as originally writtenI’m sorry if the experience was frustrating for *** and hope she understands that our intention was not to keep her voice from being heard but to ensure that we did not put the safety of her host at risk
I do want to add that the review *** wrote did not contain any mention of the host living at the top of a huge hill, so this was not in any way the information that initially concerned us
Also, *** says she asked to speak to a manager about this situation but was ignoredIn one of his emails to ***, our Customer Support agent let her know specifically that he had reviewed her request with his supervisor, so a manager did definitely weigh in on this issue
*** says, too, that we refused to edit her review or to allow her to edit it or to post a new reviewI want to make it clear that our review functionality currently does not allow us to give users those options for the privacy of anyone who writes a reviewWe didn’t refuse ***’s requests; it simply wasn’t possible for us to make those things happenAlso, the star rating is tied to the written review -- the two cannot be separated -- which is why the star rating *** assigned to her trip disappeared when her review was removedI am, however, happy to say that we are working on building additional functionality to our review feature and look forward to being able to offer it to users in the near future
I hope *** is satisfied with this resolution of her complaint and feels confident that Turo values and is responsive to our users’ feedback
Best,
***
Customer Support @ Turo

Complaint: ***I am rejecting this response because: Turo is a Billion dollars corporation with the finanical capability to refund the portion of the trip that the owner pays "Turo" Apparently Turo would rather pass the buck and lean on the excuse of "owner inconvenience" The owner refunded her portion, "Turo" is essentially stealing from me refusing to refund the difference
I've requested in the past, to no avail, and am requesting once again the phone number for the executive office of the president for further consideration. Sincerely,*** ***

We are very sorry for the stress and frustration this situation has caused ***The nature of damage claims and accidents are unpleasantTuro understands this and we do our best to make sure all parties involved are heard, and treated fairly and objectively
The initial inspection report came back with the conclusion that the car was functioning fine, the brakes were fully functional and with no indication of any malfunctionWe sent the full report, with photos and the breakdown of how the inspection was performed, to ***
In order to consider all the statements *** is making about the accident, we would need to see the police report, the witness claims, and the videos she is referring toWe are more than willing to reconsider this case, so long as we have the supporting evidence that *** has stated she hasWe have requested this information from *** multiple times and have not yet received any of this information from herAt the moment, the only definitive evidence we have of the accident is from the mechanic’s report, which concludes there was no malfunction with the vehicle
*** also mentioned that *** would be in contact with usWe have not yet heard from themAt this point, if another inspection is to be performed on the vehicle, it is not within Turo’s jurisdiction but is ultimately the owner’s decisionTuro did not directly deny obtaining a separate inspection
We are more than willing to take the evidence *** is referring to into consideration; however, we cannot do that until *** provides us with said evidenceWe encourage *** to follow up with us so that we can take the police report and videos into consideration
We hope that *** understands that Turo does not and is not trying to benefit financially from a situation like thisTuro does not keep the money from damage claimsThat money goes to repairing the vehicle, reimbursing the owner for the repairs, and paying our fees and fines to our insurance providersWe also hope that *** understands this isn’t personalTuro’s policies are in place to ensure fairnessWe are always trying to do the right thing for all of our customers, which means we do our best to examine every situation from multiple perspectivesWe sincerely hope that *** can send us the evidence she is referring to so we can take it into consideration
We are giving *** every opportunity to prove she isn’t liable; we just need to see the factsWithout her documentation, we can only make decisions based on the facts we already have
Again, we understand these situations are stressful and frustrating and we empathize with ***We encourage *** to send the evidence she is referring to the claims specialist she has been working with so we can come to a resolution soon
Best,
***
Customer Support @ Turo

I’m sorry to hear about the difficulty *** had with his recent tripWe understand that last-minute cancellations are hugely inconvenient, and are actively working on ways to streamline the process for guests
After reviewing the case, we completely agree with *** that this cancellation
was not mutualThe car owner has been notified of our decision and reminded of the cancellation policiesAdditionally, during the process of working with ***, we provided $of travel credit for his trip to help make rebooking easier
We apologize again for the inconvenienceI’m glad to see that *** was able to reserve another car in time for his trip, and we hope that he will continue to use Turo in the future!
Kind Regards,
***
Customer Support @ Turo
Tell us why here

I’m sorry *** is disappointed with her experience with TuroI’m happy to address her complaints
Turo is a person-to-person car sharing platform that’s available in countries around the worldWe have English, French, and German-speaking Customer Support agents in the United States, Canada,
Germany, and the PhilippinesIf *** had any difficulty understanding the agent with whom she was speaking, she could have asked to have been transferred to another agent
I’m a little confused about ***’s assertion that she was unable to speak to someone on the phone since she begins her complaint referencing a phone call she had with a Turo agentWhen I checked our records, I see that our agents had a phone call, a chat session, and two separate email exchanges with ***
It could be that *** is upset because we were not able to give her access to the Turo platformFor the safety and security of our community, we conduct a series of verifications when someone wishes to join TuroIn this case, the outcome of our security checks resulted in our having to deny *** use of our platform
I understand that this may have been upsetting to ***I hope she can appreciate that we take our verification process very seriously and do no take lightly our decisionWe wish her the best
Best regards,
***Customer Support @ Turo