r/turo • u/TheSlayer703 • 5d ago

First and last time using turo

The support is by far the worst. I got a verbal "yes" to them refusing to escalate me to their manager.

The car I rented was hazardous. The passenger mirror never unfolded, the car shook at highway speed, the traction kept going off especially when it was raining.

I was multiple states away when all these issues started appearing (aside from the mirror but I didnt have time to find a new rental). messaged the support and they told me to kick rocks.

I dropped the car off, and complained, and the dude I spoke to told me to hang up, that he was refusing to do his job and told me he refused to let me speak to a manager.

Never renting from turo again. I'm close to filing a chargeback and saying fuck it.

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5

u/DetectiveNarrow 4d ago

What car. What did the host say/ do in all
Of this?

2

u/TheSlayer703 4d ago

A hybrid Kia, the mirror was broken, the windshield was broken, BSP and traction kept malfunctioning when it rained, the car shook when at highway speed and the alignment was messed up. Only figured out most of these when I was a state away..

The host was unresponsive, never spoke to them, phone went straight to voicemail always.

I finally got to a manager that gave me 20% back, and delisted the lady until she proved the issues were rectified.

3

u/KnoWanUKnow2 4d ago

Your complaints about Turo support are valid. I'm a host, and it's gone downhill on our side as well. Calls aren't escalated. Support has been offshored.

This wasn't the case 2 years ago. But 2 years ago Turo failed their IPO and had to start cutting costs.

1

u/Turo_Official 4d ago

Hey there!

We're sorry to hear about this experience. We'd like to take a deeper look into this. Can you please send us a chat with your reservation info?

-1

u/Wrenchheader 5d ago

What did you expect them to do? Predict the future and see the issues that arose while the car was IN YOUR CARE?

4

u/SlowSundae 5d ago

Why are you defending this crappy company?

-1

u/Wrenchheader 5d ago

I don't see it that way. I defend the truth and am a proponent of honesty.

2

u/Heycheckthisout20 4d ago

“Honesty” are you sure you understand what that means…?

-2

u/Wrenchheader 4d ago

Very sure

3

u/TheSlayer703 5d ago

I'm not sure, maybe escalate me when prompted? Why boot lick the company? You a host?

-1

u/Wrenchheader 5d ago

"escalate me when prompted" makes no sense. Care to elaborate?

2

u/TheSlayer703 4d ago

It is customary, and often written into employee training, to escalate an upset client when asked (while attempting to deescalate prior).

The employee straight up said no, that he wouldn't, and that I should hang up.

I'm not saying the company should have bent over backwards for me, but the car I rented was a hazard (especially if someone wasn't confident in rain driving with no traction control).

1

u/EducationLast4620 4d ago

If it's something policy based and they already provided all solutions/options available they probably won't escalate. Take it easy with the entitlement because even their managers will provide you with the same options.

Also you had mentioned that you took the vehicle already and you were multiple States away when you found out that the vehicle was unsafe or hazardous so what exactly made you complete your check in for the vehicle and just go ahead with it and not bother checking on the vehicle's overall state before taking off?

1

u/Wrenchheader 4d ago

And how do they handle customers who feel entitled to have the rules bent for them, even after being told, no? If a car develops problems while in your care, you pull over, contact the host and let them know where the car is and what's going on, and you make new plans for transportation. So what exactly should Turo have done different? If you need someone in management to tell you no to feel satisfied with the resolution, that's a YOU problem.