I’ve enjoyed renting cars with Turo and maintained my 5 star Guest rating until today when I received an outstanding invoice of $615🤯. Here is what happened… Three months ago I rented a car and paid for 30 days and got monthly discount applied… Returned the car (5 days earlier which was confirmed over the phone with Turo rep to make sure there is no extra charges) and that rental order was closed no problem. Fast forward two months, today receiving that $615 invoice, calling support, they are saying that your discount was automatically changed from monthly to 3-week discount and that is the reason for that invoice… I’m asking to fix it, but after being kept on the phone holding on and off for almost two hours, I’m told there is nothing they can fix, even though I explained that at the time of dropping the car earlier I had a confirmation over the phone with Turo customer service that there will be no extra charges. Now I need to escalate my issue to the management because it doesn’t seem like Turo customer service can figure it out. You can do better Turo!Update: the rep just promised to review all previous communications including calls and send me an update within one hour… So I hope they figure out the issue and cancel that invoice altogether, because you can not be changing terms of the deal two months later, charging people $615, it’s just wrong 😤

I am blown away at the fraudulent practices I have witnessed on this app. I am in need of a rental after my car and it’s contents were stolen. I reserved a car with a total cost of over $280. The car was for commuting to and from work. I didn’t really have the $ to spend but have to work and Turo was more economical than two uber rides each day. Since my car was stolen, my license has passed its expiration date, so I took a day off work; and since Alabama has a 60 day grace period in which my license is still valid, I was using the first day of my rental to go renew my valid license. As I was leaving to pick up my rental, I get a notification that due to issues with expired license and photos that Turo was canceling my rental and only refunding $150 of the $280 rental that THEY wouldn’t allow me to check in to. There policy CLEARLY STATES that if they cancel the trip a full refund will be issued immediately. Even with screenshots of the notification, their own policy, and information from Alabama’s DMV website they said their partial refund was final. And the real kicker is that refund was issued as travel credit that I can neither access as cash or redeem for a rental, so in reality they have refunded NOTHING, leaving me with absolutely no transportation to work. BEWARE, the policy that is written to make you comfortable using the app is NOT the policy they follow in reality.

I’ve used Turo a number of times in California and Florida. It’s a great alternative to rentals in Florida where the companies want to charge a 300% surcharge for Sunpass and California where rentals are easy targets for break ins. This last trip, however, the car I rented had a maintenance issue and the host wasn’t able to resolve or switch the car. When I went back to Turo to get a replacement their call center was disorganized, I wasn’t able to speak to a supervisor, and they clearly don’t have a plan (or if they do the reps at the call center haven’t been trained) for how to handle car replacements when the original rental breaks down. I had to advocate to get an equal value replacement without being charged the difference and for a Lyft credit to pick ip the replacement. They’d clearly not talked to the host or explained that the rental was a replacement and I had to take a Lyft at 11:30 at night while traveling solo as a woman in a city I’m not familiar with. While I didn’t end up paying any additional fees, I spent no less than 3 hours navigating two different customer service reps, who as sweet and understanding as they were, clearly were not prepared to resolve what I would assume is a basic liability of this kind of business. I’ll use them again, but only with newer cars (the car we’d rented was 9 years old - 3 years newer than my own vehicle) and hosts with a larger fleet of vehicles.

I’m a platinum member on most rental agencies, if that tells you how much I utilize high end rentals and so I’m new to renting on Turo but I too was host when Turo first launched so things have scaled and so far in the 4 rentals I’ve had some “bumps in the road” and Turo steps in right away & took care of the situations and even checked in throughout the duration of resolving it. You get to speak to a human 24/7 someone answers & that’s huge gain unlike other competitors with AI ivr like systems that never lead to a real human and you’re all frustrated. Only suggestion and concern I have is tighten up the review process of hosts & status of their vehicle, maybe this is already in place but verification of ID with a selfie should be mandatory for not only the guest but for the host too. A host showed up and was not the same person photo’d in the his profile and I’m sure not the same name and the vehicle was not standard at all with misleading description and pics. Turo did handle that extremely sufficient and took care of coordinating a replacement for me on my end as a guest. Pricing is high on some days but deals are where they encourage longer rental dates. Vehicle selection is good mix for all shapes and taste and the app is user friendly. I like that your chat doesn’t disappear when you exit to check something and I like that you can message previous hosts afterwards in case there was an issue that needed resolved. Hope this real review helps you choose Turo for your next rental experience