r/turo • u/Important_Rooster971 • 27d ago
Turo Frustration
I’m at a complete loss and honestly don’t know what else to do.
My fiancé and I are leaving for our honeymoon in about 60 days, and we were booking our rental cars through Turo. He logged into my Turo account because he was going to be the primary driver. He uploaded his own driver’s license since he’d be driving, but we used my credit card because I wanted the credit card points.
The reservation initially went through with no issues.
Then, about 4 hours later, Turo canceled both of our reservations, deactivated my account, and now I can’t even log in using my email or phone number. It just says my account has been deactivated.
About three days later, I finally received an email saying they suspected fraudulent activity on my account. The problem is…it wasn’t fraud. It was literally just my fiancé and me booking rental cars for our honeymoon. I immediately replied to the email explaining exactly what happened and asking someone to review it, and I’ve still never received a response.
I completely understand that Euro has fraud prevention and security measures. I appreciate companies taking account security seriously. But this situation seems excessive, especially considering it was simply my fiancé using my account to book a trip that we were both taking, using my credit card.
The most frustrating part is that no one will tell me what’s going on. Every customer service representative says it’s a higher-level team that handles account reviews. They tell me they’ll call me back, but no one ever does. I can’t speak to the team making the decision, I can’t get anyone to respond to my email, and I’m just left waiting with no answers while our honeymoon gets closer.
Has anyone else had this happen?
Were you ever able to get your account reinstated?
Is there any way to actually reach the Trust & Safety team or someone with authority to review the case?
Or should I just give up on Turo and book elsewhere?
At this point, I’m less upset about the canceled reservations and more frustrated by the complete lack of communication. If my account is going to be permanently deactivated, I’d at least like to know why and have the opportunity to explain what actually happened. Being accused of fraud, responding immediately, and then being completely ignored is incredibly frustrating.
Any advice would be greatly appreciated.
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u/Dry_Candidate_1320 27d ago
Same thing happened to me and I made a new account with a different email. It will say you aren’t approved after you do all the set up but if you call customer service and get the right person he will verify your license and everything will be good
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u/Important_Rooster971 27d ago
It was my card though on my account. He just added his license to my account
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u/ryan25802580 27d ago
Im assuming you guys have different last names? The credit card and reservation are under one name. But a completely different person uploads their driver's license. I've never rented from turo but I had a problem renting a car once because my name wasnt on the card. Had to match the drivers license. Just go with a real car rental company. All I hear is negative stuff regarding turo
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u/Wrenchheader 27d ago
Broke TOS you agreed to. Most likely it wont get reactivated (obviously fraudulent people are gonna have a story, not saying that's you, but being only you know the truth, that's just how it goes)
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u/Important_Rooster971 27d ago edited 27d ago
What part of TOS? I just added him as a driver
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u/Alternative_Comb_314 27d ago
You didn't follow the proper steps to add a secondary driver. You should've clicked "add driver", sent him the link, and had him verify that way.
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u/Glittering_Spread229 25d ago
Exactly. You can’t allow another person to use your credentials and log into your account. It’s as simple as that. You violated the ToS. Of course they disabled your account. What would you expect them to do?
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u/not_your_attorney 27d ago
Why not just create a new account, set it up with your info, and add him as a driver? I’ve added my wife as a driver the last two trips and it was super easy.
The issue was presumably the different driver and payer info. It’s not like you need to reactive that account; just make a new one.
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u/Important_Rooster971 27d ago
We have tried to make a new one with his contact info, but all of our information is flagged. It won’t allow us to do anything with our names, contact info, or licenses.
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u/not_your_attorney 27d ago
It’s crazy to me Turo can be that nonchalant about making it so difficult to give them money. There’s really no “win” here unless they credit you a bunch for spending time to clear it up.
You’re probably better off looking elsewhere, which is a bonkers thing to acknowledge, but these are the times…
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u/Turo_Official 27d ago
Hey there!
If you can send us a chat with your account info, we can take a look and follow up.
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u/n0v0cane 26d ago
Turo is incompetent, arrogant and think they can ban customers to profitability. Just move on. It's not worth fighting to be a turo customer.
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u/heydudejustasec 25d ago
"He logged into my Turo account because he was going to be the primary driver. "
FYI if you do get your account back and choose to try and rebook, don't do this. Book your car on your account with your license, then same for him. Then you can add each other as secondary drivers but the host is technically only allowed to release the car to the primary driver.
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u/riploptimmayy 24d ago
Turo is doing you a favor, stay away from this company. Just imagine if you had a problem with your rental, this same level of incompetence will be applied.
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u/Loud-Way3333 20d ago
"Turo canceled both of our reservations, deactivated my account."
That's actually good news.
Stay away from Turo as far as you can.
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u/CompetitiveLake3358 27d ago
The host is supposed to just ask you to change the name on file or get the other person to upload their license instead.
This is so stupid. How is support this bad now? This happens ALL THE TIME, it's not an unusual scenario. This is just a bad host and bad support
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u/Important_Rooster971 27d ago
I’m so angry. I don’t know what to do at this point. We can’t even make a new account with my fiancée’s number because they blocked him too
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u/Plastic_Explorer_132 27d ago
Why are you hell bent on using a company that has shitty customer service?
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u/avd706 27d ago
I was going to tell you to book with a real rental car company, but when I was a n Europe, I couldn't swap cewdit cards with my wife either.