Turo Reviews

I have proof that I declined that as well but after going back and forth with an Agent who herself seemed confused, I asked for the matter to be escalated. A few mins after ending the chat, I get an email saying I would not be refunded and the decision was final. It’s obvious the decision maker didn’t even take the time to fully investigate the issue. I’m frankly disgusted by the entire ordeal and will never use Turo again. Unless you plan on being frustrated to no end, I’d suggest rethinking their app and services.

What happened next was honestly shocking. Turo repeatedly told me the third party’s insurance “denied coverage” because the damages were supposedly below the driver’s deductible. Then, almost immediately after emailing me, they charged $500 directly to my credit card before I had any meaningful opportunity to review documents, dispute the determination, or verify the insurance information myself.

Later, the at-fault driver personally contacted Progressive again and was told there may have been a processing error. According to him, Progressive escalated the claim for payment and even stated the deductible should not apply the way Turo described it. The driver provided me with the Progressive representative’s direct contact information and encouraged Turo to contact them directly.

Despite this contradictory information, Turo chose to:

* and tell ME to personally recover the money from the at-fault driver myself.

That is incredibly unprofessional. The entire process felt like an abuse of power by a company that knows it can immediately charge customers first and sort things out later. There was no meaningful dispute process, no neutral review, and no real opportunity to resolve conflicting insurance information before funds were removed from my account.

To make matters worse, the actual damage estimate was only around $681 for relatively minor bumper damage. Yet Turo acted as though the matter was completely settled while conflicting information still existed. I understand companies have Terms of Service. That is not the issue. The issue is how poorly and aggressively this claim was handled from a customer-service and fairness standpoint. I expected professionalism and reasonable investigation. Instead, I got automated charges, contradictory explanations, and zero meaningful opportunity to resolve the situation before my card was charged. Very disappointing experience.

In one incident, I rented a vehicle through Turo that later suffered a serious mechanical issue while driving. After researching the vehicle’s VIN history, I discovered the vehicle had prior structural damage, severe accidents, and airbag deployment history that appeared inconsistent with Turo’s own eligibility and safety policies. Despite submitting documentation and evidence directly to Turo, the company failed to properly investigate or meaningfully address the concerns.

In another incident, a host disclosed that a rental vehicle had nonfunctional airbags. Rather than properly resolving the issue, Turo delayed assistance, cancelled the booking shortly before pickup, and still attempted to impose improper fees. Most concerning was a separate damage claim involving a host who accepted off-platform payment in violation of Turo policy, inspected the vehicle at pickup with no documented damage, and later uploaded additional photographs hours after the vehicle was no longer in my possession. Despite the clear break in chain of custody and the host’s own policy violations, Turo continued pursuing a damage claim against me.

Even after formal disputes, preservation notices, and cease-and-desist correspondence were sent, Turo continued billing attempts, attempted charges against stored payment methods, and threatened collections activity without providing complete supporting documentation such as verified repair invoices or proof repairs were completed.

I filed complaints with the Texas Attorney General, FTC, and other agencies. The Texas Attorney General later confirmed that Turo failed to respond to their inquiries regarding the complaint. Consumers should carefully document everything when dealing with Turo, including screenshots, timestamps, photos, communications, and payment activity. Based on my experience, I strongly believe Turo’s investigation and claims process lacks transparency and meaningful consumer protections.

Host explicitly pressured me to settle cash outside of Turo. Inconsistent Host Behavior: I offered to inspect the car in person in the morning. Host claimed the car was to be rented at 1:00 AM at Bellevue Square. I waited at the location from midnight to 1:20 AM; the car never appeared. Host now claims the car is unavailable for inspection until July 1, 2026. Host retaliated with a 1-star review solely because I disputed the claim. Verdict: Renters beware. Document every square inch with your own photos. Disputing this fraudulent claim with Turo.

- For leaving only crumbs in the back seat where my children had crackers and bugs on the front of the vehicle we were hit with an additional $150 cleaning fee even with submitting pictures of the entire vehicle upon return.

Now for trying to save $100 by going through Turo instead of a real rental agency we are disputing $300 dollars worth of charges with a horrible customer service team and the owner doesn't have to do anything to prove it except charge our account.

At the time I reported the issue, the vehicle was still under the control of the host’s company, and I am certain the purse remained inside the vehicle. I know where it had slid under the back seat and have photographs taken at the time confirming its location. Despite prompt notice, JT Rentals stated the situation was not their responsibility and advised that their employees did not locate the item. Communication was limited, calls went unanswered, and there was no meaningful effort to assist or escalate the situation. Turo also advised that they are not responsible for lost items, even though the vehicle was still being handled by the host’s company at the time.

I was additionally asked to pay “incidentals” while my personal property remained missing and unresolved. As a result of this situation, I was forced to freeze financial accounts and take protective steps consistent with an identity‑theft precaution, which created significant disruption and stress. This was an honest accident, and incidents happen. My concern is not the mistake itself but the lack of accountability, communication, and action once the issue was reported immediately. I am sharing this experience so other consumers can understand how similar situations may be handled and factor that into their decision‑making.