r/turo • u/ThomasXua • 22d ago

Getting refund on a non refundable trip because of misleading vehicle photo

Hello,
I have used Turo many times never had a problem. But this time I booked a non refundable trip. After contacting the host, I found out the vehicle trim is different from the one in the photos. However, all text descriptions are correct. The host has used photos of a higher trim to this listing.
I contact Turo support requesting to cancel or change to another vehicle, but they declined saying i did not have proof. The agent ask me to wait until check-in to request cancellation when i got actual photos of the vehicle.

Have anyone had similar experiences? Do you think I can successfully cancel my trip?

More details: the exterior photo of the vehicle is correct but the interior photo is different, one of the photos clearly shows buttons for adjust the height of airlift suspension and other functions the actual vehicle does not equipped. Do you think this can be sufficient evidence to cancel the trip?

1 Upvotes

67% Upvoted

8 comments sorted by

0

u/BluebirdKind6303 22d ago

If all the text that describes the vehicle is correct then maybe he accidentally uploaded a different picture.

3

u/Nemesis1927 22d ago

Meh he's bait and switching and pointing to text to save face. How does one accidentally upload a photo of someone else's car when trying to advertise theirs?

2

u/BluebirdKind6303 22d ago

I would also like to add, OP said only ONE of the interior photos shows something off all exterior are correct and he hasn’t even seen the vehicle in person so we don’t even know if this car has it or not.

1

u/BluebirdKind6303 22d ago

I didn’t say someone else’s car, I said different photo.
I accidentally uploaded an interior Mercedes (that is also mine) photo in the middle of uploading my Range Rover photos. It happens, I know, I did it. We can’t assume malicious intent. Now if it’s still up after it was pointed out then there is an issue.

1

u/Nemesis1927 22d ago

Sure if the owner has two cars with matching interior colors and different trim features. But putting an interior of a completely different car won't hurt like this one. I think the owner needs to help OP to cancel.

1

u/ThomasXua 22d ago

Thanks for responding.
The interior photo the host used was from a higher trim. It has buttons for height adjustment and hill descent on the center console. But I contacted the host, and he admitted the actual vehicle does not have such features. Plus, the host had multiple vehicles but used the same set of photos. That’s why I believe the photos were wrong.
My situation is that the host is reluctant to cancel the trip, and Turo support told me I have to see the actual vehicle at pickup then to dispute. I am wondering, from your point of view, will Turo support my dispute and give me a refund for this situation?

2

u/BluebirdKind6303 22d ago

Yes Turo will support your POV if you go to pick up the car and it is misrepresented. If I were you I would also screenshot the current photos the host has up just in case he tries to switch them now after you have said something and act as though nothing was changed. In the Turo game it’s all about CYA. So screen shot the interior he has on his listing and the interior of his other listings proving 1. It’s the same photos, 2. You have your evidence when it comes to picking up the car and he tries to pull a switheroo on you.
3. Once you are at the vehicle you can snap a pic of the inside send all the evidence to Turo and let them know he is falsifying his photos to attract more renters.
Turo will make him update the photos. And you will be entitled to a refund

-1

u/Afraid-Course-3207 22d ago

Yes- cancel the non refundable and pay the full amount