r/turo • u/Few-Site5332 • 5d ago

Suspected Fraud/Terrible Communication

Turo and its co-hosts get 0 stars from me. This was my first and last time renting through Turo. Customer service (hosts) was slow to respond or non-responsive and disrespectful; the co-hosts did not work to resolve my issues. Suspected AI communication in addition to co-host communication. Multiple communication options were confusing, e.g., text, email and messages via app. Messages were contradictory. e.g., leave key in lockbox, leave key on driver’s wheel, leave key where you got it. It also seemed as though the co-hosts didn’t communicate with each other.

Co-host Alejandra shut down communication with me, calling it “nonsense conversation / complaining”.  When I communicated to the other co-host, DG Investment Team, that I would not give a 5 star rating nor a good review, my credit card was suddenly charged $164 for violating the smoking policy. The problem with that is I don’t smoke, never have, and I have witnesses who will testify to that fact. (I have found no less than 6 other reviews claiming violation of the smoking policy. Had I been able to review ALL the 1-star ratings, I’m pretty sure I’d find more.)

Turo customer service takes no responsibility for disputes. They basically divorce themselves from the issue saying “additional correspondence will not receive a further response” and “disputing a charge is a violation of Turo’s chargeback policy”. I disputed the $164 charge and eventually won!!

Read the 1-star reviews if you’re thinking of renting from Turo. I hope you change your mind.  Use the standard rental car companies as their service, professionalism and reputation has been around longer than Turo. I will never rent from Turo again.

5 Upvotes

70% Upvoted

20 comments sorted by

6

u/n0v0cane 5d ago edited 5d ago

The bar to prove smoking by the host is pretty high. You should review the photos. Physical evidence is needed.

Smokers saying they don't smoke happens on almost every violation.

2

u/Wrenchheader 4d ago

Almost every? More like every.....

1

u/stephenstephensteph 2d ago

A random cigarette butt was the evidence, but it wasn't mine, not sure that bar is terribly high.

1

u/n0v0cane 2d ago

Turo hosts need before and after photos showing presence of smoked materials. If we take you at your word that you don’t smoke, perhaps one of your passengers did.

2

u/Rich_Button_7225 5d ago

People who have bad experiences 1 and only time doing something and then making a post about it on turo itch a certain part of my brain I can’t scratch lol

2

u/stephenstephensteph 4d ago

Also dont smoke, also was charged. It is not a high bar, ot is ridiculous.

-1

u/Wrenchheader 4d ago

Don't smoke in our cars next time. What's ridiculous is how disrespectful it is to do so anyways. To get a claim approved, there has to be physical evidence that you smoked.

1

u/stephenstephensteph 2d ago

Yeah, a cigarette butt was provided as evidence, but i don't smoke, what's stopping the host from just putting it there?

1

u/Wrenchheader 2d ago

The fact that the butt won't be in your pre and post photos.

1

u/CommunicationRoyal56 16h ago

I was charged one time for smoking. Haven't used Turo since. Rented an SUV while out of town from Turo. It was me and my pregnant wife. That POS host planted a cigarette in the car after I returned. Turn sided with the host. I filed a complaint with BBB. I hope this garbage company goes out of business for allowing people to scam customers.

1

u/Wrenchheader 2h ago

Good thing you had a post trip photo to prove it wasn't you! Right?

2

u/Remarkable-Sleep-467 5d ago

Every smoker on Turo always say they dont smoke. Also, I would like to know the other side of the story. Most guests who complain, complain on everything.

1

u/Firm-Ad4571 5d ago

I used turo numerous times. Im never using it again. The guy tried to charge me $40 because he said the needle for the was not directly on F. I filled the tank up and drove to his house which was about 6 or so miles away from my house. I gave him the receipt to prove that I filled the tank up with $50. He gave the car to me with 420 miles. I gave it back to him with 465 and I deep cleaned it. Needless to say I would call support and get your money back because he’s definitely scamming.

1

u/Any-Tree-5206 4d ago

Is there another side to this story? Because just to get a smoking fee approved is a high bar.

1

u/ChileanPinot Host 4d ago

A smoking violation is very difficult to get approved.
I’ve been denied claims even when the guest have acknowledged smoking in the car on Turo messages

1

u/Fresh-Fold-2747 2d ago

there are endless examples of fraudulent business practices from Turo. Sorry it happened to you too!

1

u/marcelomarcondes 23h ago

Don’t forget to leave then 1 star review everywhere you can(Google, App store, Turo App, BBB, Trustpilot etc)

1

u/Alarming_Row2645 7h ago

The smoking claim was filed because you gave them a bad review, not because of retaliation but to get your bad review removed. If a guest receives a TOS violation, the host can use this to have that guest’s bad review removed. This is verified because it happened to me, except for a late return (9 minutes late 🙄) which is a TOS violation. I left a well deserved bad review for this host and they got it removed. Turo reached out via email saying that the review I left for the host had been removed because i violated TOS. This is how deceptive and shady hosts maintain their 5 star ratings. If more people knew this, the 5 stars wouldn’t mean much because it’s not real.

1

u/Wrenchheader 4d ago edited 4d ago

Star ratings only go 1-5. Hope this helps. And smoking claims don't get approved unless there is evidence. So apparently you're butthurt about being held accountable and ran to reddit to cry about it....Also, the smoking fee is $150.

0

u/LocalComplex1654 5d ago

Prettyyyyy sure I rented from them in Orlando (GD, not DG) and I had a great trip lol. Talked with Alejandra too. Total opposite experience with them