Turo

I’m sorry *** feels frustrated by the claims processThe information he shares in his complaint is not entirely accurate, so I’d like to clear up his misunderstandings here and to share the very positive outcome of his claim.*** says that Turo was slow to respond to his claim, but in fact,
we handled his case as quickly as we could based on the speed with which *** provided us with the information necessary to resolve his case***’s guest first reached out to Turo to report the damage to ***’s car on January 21, and we followed up with *** on January We asked him to upload photos of his car’s damage and to send us his car’s VIN numberEight days later, *** sent us his car’s VIN numberHe still had not uploaded the photos we requestedOn February 5, we were able to get back in touch with *** to let him know that our independent damage estimator had received his photosWe also let him know that the damage to his car had been appraised at $453.38, and that we had deposited that amount into his Turo accountTwo days later, *** called to ask about his claim, and the agent who spoke with him again sent him the information about his claims payment
*** also said he was not able to speak to his Claims agent at any point in the processMy review of our email exchanges with *** show that on January 30, we sent him a link to his Claims agent’s calendar so that he could schedule a phone call with himHe did not*** has continued to be in touch intermittently over the last month, and as recently as March we again sent him the link to schedule a call with his Claims agent
*** is right when he says he was entitled to a replacement car while his was in the shopI think the problem he ran into was that he did not communicate that to his Claims representative through their established email thread or via a phone call to that representativeAnd ***’s claim was still being resolved His shop actually filed a supplement -- that is, they found additional damage to the car -- and on March 14, Turo issued *** two additional payments: one for $1,516.51and a second for $On March 15, his claims agent emailed him three options for transportation while his car is being repaired
I completely understand that the claims process can be stressful for a hostLooking back on his experience, I hope *** can see that we did everything we could under the circumstances
Best,
***Customer Support @ Turo

Complaint: ***I am rejecting this response because: the business refuses continually to even provide me with a viable reason for why I was removed from the service and in their own response say that they are not going to so I would like to request from the business some kind of explanation or anotherI need something other than that I am banned no reason and I have no right to know why either.Sincerely,*** ***

Complaint: ***I am rejecting this response because: The business' decision feels like discrimination and I cannot accept their responseI have done nothing to warrant such a decision and feel that I deserve a better response than some vague excuse that Turo is hiding behind.Sincerely,*** ***

Complaint: ***I am rejecting this response because:once again, they are lyingI told the owner well before the car was supposed to be returned that the wiper blades were defectiveNot paying $for a car that is not safe to drive. Sincerely,*** ***

I’m sorry to hear about the difficulties *** is having with her Turo accountI understand it’s frustrating not to have answers regarding why this account was deactivated
We received a call from *** regarding this issueThe issue was brought to the attention of Turo’s verification team,
and they responded promptly to inform *** that the account could no longer be approved for participation in the Turo marketplace
We regularly review accounts to ensure that members meet our eligibility requirements and comply with our Terms of ServiceWhile I understand it’s difficult not to know the specific reason for an account cancellation, we have determined that *** is no longer eligible, and it is not our policy to disclose the specifics of that decision
We do apologize for any inconvenience ***’s canceled account has caused
Best,
***
Customer Support @ Turo

Complaint: ***I am rejecting this response because:
THE CUSTOMER SERVICE IN THIS SITUATION WAS IN FACT HORRIBLE AND I DID END UP RECEIVING MY REFUND FEBRUARY 2ND MY BANK MAKES FUNDS AVAILABLE AS SOON AS THEY ARE RECEIVED SO THE REFUND WAS NOT RECEIVED UNTIL FEB 2NDI AM THOUGH WITH THIS PROCESS THIS WHOLE CRAP WAS A HEADACHE AND I WILL NEVER ACCEPT THEIR RESPOND BECAUSE THEY SHOULD CARE ABOUT THEIR CUSTOMERS MORE. Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

I was very confused after reading ***’s rejection of our initial response because there is quite a bit of information missing -- information I shared when he first reached out with his complaint
*** says here that he was renting the truck for the month, but that was not the caseHis booking was for February to February He repeatedly contacted the host to ask for discounts to extend his trip, and on February his host agreed to a discount for a two-day extensionHis host blocked out the upcoming dates on the vehicle so that no one else could book the car, only ***All *** had to do was contacted himBut *** didn’t contact him on the 18thNor did he contact his host on the 19thFinally on February -- after his booking had expired and his host’s vehicle was past-due to be returned -- *** contacted his host to say the he had fallen asleep and that’s why he didn’t extend his reservationHe then asked his host if he had any cheaper cars
When ***’s host discovered that *** had not officially extended his trip via the Turo platform and still had the car, he sent several messages over the course of two days trying to get in touch with *** asking him to return his car*** eventually responded by sending the host his phone number and asking him to callTwo days later, *** messaged his host to say that he had been unavailable to take calls because he had left his phone in an ***
Despite the messages from his host, *** did not message him back to arrange to drop off the carOn February 25, *** contacted Turo support and said that he hadn’t been able to get in touch with his host to drop off the carTo facilitate the return, the Turo agent arranged for *** to leave the car at a drop off point where a tow truck would pick it up and return it to his host
If *** was not able to extend his reservation, he should have returned the car rather than keeping it without his host’s permission and without paying for itI wish I could respond to his assertion that he tried to return the vehicle to the address listed on host’s vehicle listing but could not because it was a gas stationI checked that address, and it is not a gas stationI also can’t respond to his accusation that Turo is trying to scam people into leaving cars somewhere prohibited and/or unsafe where the vehicles can be damaged and the guest charged for the repairs; I’m afraid nothing about that assertion adds up given the details of this situationFinally, as for his claim that the host asked for money, there is nothing in the messaging that suggests thatAgain, it was *** who repeatedly asked his host for discounts
In short, *** drove his host’s car for five additional days, and he did not replace the fuelTuro is charging him for those five days and for replacing the gas in the vehicle*** refuses to payThat’s unfortunate, and we hoped he would step up and take responsibility for the additional time he kept his host’s car, but as of now, he has chosen not to do so
Best,
***
Customer Support @ Turo

While we did address some of the concerns *** again mentions here, I’m happy to review our earlier response in an effort to clarify the situation and to support our previous assertion that we’ve done the most we can to help *** in this situation
*** says that we ignored that fact that the car was driven by someone else after the host took pre-trip photos of the car’s condition, but we did acknowledge and address that concernThat driver was the delivery driver who brought the car to *** at the airportAs we said, if the driver had damaged the vehicle, we’re not sure why *** would not have reported that to us at the start of his tripIf *** was unable to take photos of the car when it was delivered to him curbside at the airport, he could have asked the delivery driver to ride with him to a nearby parking lot so they could go over the car’s condition together and to take photographs there
As for the photo in question, we did send *** a picture of the damageI understand now that he is referring to a “before” photo of the car that shows it was damage-free when the host took his pre-trip photosI checked our files, and we do have that photo from ***’s hostI didn’t see that *** requested it in his correspondence with us, but if he were to be back in touch with our Claims agent, we could email that picture to him
In his initial complaint, *** said he wasn’t informed of this claim until two months after his trip had endedWe pointed out that ***‘s trip ended November 18, 2017, and we notified him of the damage and his host’s interest in working it out on November 19, Now *** says that he assumed that the email and a follemail we sent were “glitches” because he hadn’t hear from the host
We told *** in that initial email that if at any point he felt as though the resolution process with his host was not going well, he could reply to the email, and Turo would step inHis host not having contacted him would seem to us to indicate that the resolution process was not going well, so it would have made sense for *** to reach out to usHad he wanted to confirm his assumption that we had inadvertently sent him two emails due to “glitches” in our system, he could have responded to either one of those, and we would have made it clear that these emails were intentional and gotten his update on the claims process with his host
*** also says he thought the emails weren’t legitimate because we did not charge a $initial claims deposit to his accountThis is only done when Turo handles the claimAgain in this case, ***’s host said that he wanted to work it out with ***, so since Turo was not initially involved, we would not have charged ***’s account $when the claim was first reported to us
We acknowledged in our earlier response that we understood that this was ***’s first time using Turo, and we did remove the $administrative fee from ***’s balanceIt is important that guests educate themselves about our service and guidelines in order to be informed usersTo that end, we offer a robust and comprehensive Support Center filled with information necessary to have a successful trip, and our Customer Support agents are available 24/to answer questionsIn this case, it seems as though *** made a couple of assumptions about documentation and claims that has made this process more difficult for himThe bottom line is that all evidence points to the damage being done during ***’s trip, and he does have an obligation to pay the cost to repair that damage to his host’s car
We do sincerely apologize for any inconvenience this presents *** and are happy to answer more questions if he has them
Best,
***Customer Support @ Turo

I am sorry to hear about ***’s experience with his recent Turo tripI understand how surprising it can be to receive additional fees after a trip has endedI 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
We ask that all late returns be reported by hosts within hours of the end of the trip***’s trip ended on July We received a request from the car owner to charge a late fee for the trip on August As this is well outside of our required reporting time, we have refunded the late fee that *** was chargedI sincerely apologize for this errorWe have also provided *** with $of Turo travel credit by way of apology for our mistake
In the future, we recommend that our users keep their communication within the Turo appThat way we can easily verify if a host has confirmed a late returnEven in those cases, late fees may occasionally be charged at the owner’s requestThe best way to avoid a late return fee is to request a trip extension
I apologize again that this late fee was processed so long after the tripIf *** has any more questions about late fees, I encourage him to reach out to Customer Support
Kind regards,
***
Customer Support @ Turo
Tell us why here

In ***’s initial complaint she didn’t mention any concern about not receiving a refund from Turo, so I’m happy to put her mind at ease here
*** initially booked a trip on the Turo platform on January 16, and was charged $That charge went through at 12:pm ESTAt that time, we were still conducting our verification of ***Unfortunately, the verification process resulted in *** being denied access to the Turo platformHer trip was canceled, the invoice for the trip was voided, and *** was refunded at 1:pm EST that same day
I hope this puts ***’s mind at easeIf she would like additional assurances, she could reach out to her bank as well to confirm this refund
Best regards,
***Customer Support @ Turo

I’m sorry that ** is unhappy with the cost and spe** of the claims processI can talk through the process here so that he has a better idea of who and what is involv** and how that accounts for the cost and time
** refers to the $appraisal fee and the $processing fee he was charg** as
“hidden” fees, but that’s not exactly trueAs soon as we receiv** a determination of repair costs from our independent appraisal firm, we notifi** ** of those costs and broke out the appraisal and processing fees as separate line itemsThere was no attempt to hide those from him in any way
But even before that, ** could have read about he steps and costs associat** with the claims process in our Support Center article, “What happens when there is a damage claim in the US?” There we clearly state, among other things, that claims processing costs vary depending on the severity and complexity of the loss and can reach a maximum of $per claimHappily, the processing costs associat** with **’s claim fell way below that possible maximum
** says that those fees are unnecessary because claims process services should be cover** by Turo as part of our customer service costsI don’t think we made it clear enough to ** that Turo does not handle appraisals in houseTo ensure that the process if fair to hosts and guests, we contract with an independent appraisal firm who conducts the damage claim assessmentsThe appraisal fee covers the cost of services provid** by this firmSimilarly, there are costs associat** with researching and coordinating a claim, in particular one with a subrogation that also involves a third-party vendor, and the processing fee is necessary to cover those costs
As for sch**uling a phone meeting with a claims agent, the wait time fluctuates depending on the number of cases an agent is working onI don’t doubt that ** may have had to wait a week to talk with his claims representative, but I can’t say that his wait time is representative of the experience of other users
Finally, ** says that he confirm** with his insurance company that they have paid Turo for his claim and that the check has been cash**Again, I don’t doubt ** at allHowever, what may not have been explain** to ** is that Turo contracts with a third party to handle claims subrogation*** didn’t contact Turo about the claims payment; they contact** our third-party vendorIn turn, we require notification from our third party that the claim has been paidOnce we receive that, we’ll be able to refund ** for the claimIn fact, in researching **’s case, I saw that his claims agent has reach** out to our subrogation firm to get verification that **’s claim has been paidThe minute we have that confirmation, we will issue **’s refund
Again, I’m sorry that ** has found this process to be frustratingThe unfortunate fact is that the claims resolution process is a bit more complicat** and lengthy than any of us would likeWe appreciate **’s patience and want to assure him that he will be refund** as soon as possible
Best,*** *** * ***

I am very sorry that *** had the experience that she describes hereI have no doubt that it was stressful, and I apologize sincerely
I first want to say that upon learning about the host’s infractions -- both failing to update the car’s registration and offering vehicle piin a state
where Turo does not operate -- we restricted the vehicle and contacted the host to warn him about his behaviorNo other guest can book this vehicle until the host provides documentation to prove that the car has been properly registered
In reviewing the messaging between *** and the Reservations agent who helped her book a different car, I did see that the agent asked *** if there were cars in the area that she would be interested inIt sounds as though *** felt that this put more of the responsibility for finding a new car on her rather than the agentOur Reservations agents do ask for input from a guest so they can focus on rebooking them in a car that suits their needs and budgetHad *** let the agent know that she’d prefer for them to handle all the arrangements, they would have done soI’m sorry that this wasn’t communicated more clearly to ***
As I said, we regret that *** had this unfortunate experience -- it’s definitely not typical of TuroI am happy to refund *** for that first difficult day of her replacement trip, as well as to refund Turo’s portions of the trip earningsA refund of $has been posted to her account, and she should see it three to five business days
Once again, we’re sorry for the poor experience, but we appreciate *** letting us know about this and providing us with this feedback
Best,
***Customer Support @ Turo

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because:
I don't care that it's your policy! YOUR POLICY IS WRONG! I paid big money for the rental and the car belongs to me during the rental time agreedI was in communication with the renter and told her I was running lateShe ignore me and did not want to discuss anything with me.Sincerely,*** ***

First, I want to say that I’m sorry to hear that *** was in a disaster zone, and I’m happy that he is OKI feel as though this complaint is simply the result of miscommunication as we did share with *** both the opportunity to report the vehicle’s pre-trip condition and to see the
documentation of the car’s dirty interior
Turo directs hosts and guest to take pre- and post-trip photos of a vehicle so that we have a record of the car’s condition before and after a tripThese photos allow us to determine whether or not a cleaning claim is valid and who is responsible for the damageIn this case, *** took no photos of the car before his trip began or after it endedWe have no documentation that the car was not in good condition when he received it, nor do we have evidence that he returned the car cleanWe did give him the opportunity to provide evidence of the car’s condition, but unfortunately he did not take that opportunity
One the other hand, ***’s host did take pre- and post-trip photosThose pre-trip photos show that the car was clean, and the post-trip photos show a very dirty passenger-side dashboardIn our communication with ***, we notified him that his host had uploaded photo documentation of the vehicle’s dirty condition in the trip photos section of the reservation*** can simply log on to his account to see the photo evidenceTo be clear, the host reported that the interior of the car was dirty; there was no mention of the exterior, so the claim seems unrelated to any extreme weather conditions
I hope that my talking through the situation here has helped to clarify things for *** and that any miscommunication has been cleared upI hope, too, that it’s clear that Turo does not base its decision about a claim’s eligibility on the chance to collect a very small administrative fee, but instead relies on concrete, verifiable evidence and a process that is fair to hosts and guests
Best,
*** *** * ***

I’m sorry ** is still disappoint** in the Turo appraisal processTuro is not an insurance company and, as such, our policies may differ from what ** is us** toWe apologize if the process was unclear to ** before he began, but we do have multiple FAQs detailing what happens when a damage claim is fil** and what kinds of fees a guest can expectThis is also stat** in our Terms of Service
I understand the process for ** was difficult and frustratingWe do our best to address all damage claims quickly and thoroughlyWhile I’m sorry that ** does not agree with our policies, we do not think it’s appropriate to refund the appraisal fees in this instance
We do sincerely appreciate **’s fe**backWe are always looking to improve the process, and we’ll take his thoughts into consideration for the future
Kind regards,
***
*** *** * ***

I’m sorry *** has had so much trouble with her Turo accountWhen it comes to account issues, we take many precautions in order to protect against fraudulent behavior and make sure the Turo marketplace is safe and secure for everyoneWhile our Customer Support team is available by phone
hours a day, other departments that address account issues have more limited availability
*** initially wrote in about issues with duplicate accountsThose requests were routed to a team that specifically handles identity verificationHowever, she is currently unable to book cars because we received a chargeback from her after a previous tripThat issue is not something that the Verification team can help with, which is why *** was directed to Customer SupportWe apologize for the confusion this may have caused
Failure to pay or charging back is not permitted in the Turo marketplace, as outlined in our Terms of ServiceWhen we received a chargeback from ***, we immediately put a hold on her account so that she could not book future trips until the chargeback was resolvedCustomer Support representatives have sent multiple emails to *** in the past week to explain the situation and let her know what information she can provide to help us resolve the issueUnfortunately, we have yet to hear back from her
In order to move forward with reviewing her account, we need *** to provide the reason that the charge of $from her trip on January 27th was charged backShe’ll need to call her bank or credit card company to have the chargeback reversed and provide us with an email confirmation from the bank or credit card company verifying thisAll of this was explained to *** in an email on April 24th from one of our Customer Support representatives
I apologize again for any confusion during this processTo proceed, *** should respond to the Customer Support email with the requested informationOnce we receive that documentation, we will be happy to review the next steps
Kind Regards,
***
Customer Support @ Turo

I’m sorry *** remains upset that she is no longer able to book a trip on the Turo platformThere are a couple of things in her response that I’d like to clear up for her
*** says that she qualifies under every Turo verification requirementThat’s not exactly trueI’m guessing that she is referring to the eligibility requirements listed in our Support CenterThese include having a current, valid driver’s license, being at least years of age, possessing a mobile phone in your own name, meeting our auto insurance score criteria, and being a registered user of Turo*** did meet these requirements and was admitted to our marketplace
However, as I mentioned in my initial response to ***, our 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 marketplaceTo preserve the effectiveness of this proprietary review process, we do not make those qualifications available to users nor do we share with them the reason why they did not meet those qualificationsI would, however, like to put ***’s mind at ease and let her know that her account was not hacked
*** says she has been with Turo for yearsActually, she has booked just four trips using the Turo platformOn two of those trips, her hosts said they would recommend ***; there was not other feedback givenRegardless, the amount of time *** spent as a Turo guest and any feedback she did or did not receive have no bearing on our decision to remove her from our platformAs I said, 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
Best regards,
***
*** *** * ***

Complaint: ***I am rejecting this response because:
Turo claims that its disclosures are clear I disagree
Turo also states that it was unable to review the email It is attached again here
Sincerely,*** ***