Turo.com is a company that allows car owners the option to earn extra money by renting their cars out to pre-screened and approved renters using their secure and fully insured service.
How Does It Work?
Turo.com was originally RelayRides, a ride sharing company whose goal was simply to give car owners interested in making extra money a to rent their car locally to others who didn’t have cars or who were interested in renting cars for various tasks.
Now that RelayRides has changed into Turo.com, they have changed their focus as well. Their new approach to local car renting is to promote their selection of vehicles to travelers who are interested in not getting the same old boring stock sedan from a traditional car rental company.
In addition, they not only get a car that has more personality or interesting features than what they may get from a rental car company, but they also have a chance to speak to the car’s owner about their local community and perhaps get some insight on places to go or events to participate in.
Outside of the evolve focus on traveling and tourism, many of the aspects of this company’s rental system have remained the same. Car owners still set their own parameters for how long they are willing to rent their, the rental instructions, and the rental price.
In addition, Turo says that each car rented through their service is insured up to $1 million, and that each renter that uses their service has been pre-screened for eligibility - no renters with bad driving history or unconfirmed identities will be allowed to rent. This insurance will cover all damage or thefts from your car, with no out of pocket expenses to the car owner.
Car owners set the prices for their car rentals, but when doing so they need to keep in mind that 75% of the rental and mileage charges go to the car owner while 25% is taken by Turo.com. Three days after the completion of your rental reservation, your part of the fees will be deposited into your bank account.
Since this service is free for car owners to participate in, they do not offer a Refund Policy to them. Customers who are renting cars will want to know both their cancellation policies and potential for refunds up front.
Customer Service Contact Info
Customers who would like to contact their Customer Service team with questions, concerns, or complaints can do so by phone at 866-735-2901 or by submitting them directly to their website through the Email Us link.
Unfortunately the transition from RelayRides to Turo appears to be fairly new, and therefore there are not many reviews available for the company in its new incarnation at this time.
However, during their life as RelayRides, this service appeared to receive positive reviews from both independent reviewers and renters, and they were always well liked when compared to other rental by owner services because they do have options of locations nationwide unlike other services which are specific to certain metropolitan areas.
Competitors and Alternatives?
While there are many rental car companies out there, services that allow regular car owners to rent their car out are fewer and far between, including ZipCar, Flightcar, GetAround.com, Breeze Car Rental, and many others
If you have any experience with this company or their products, please leave your Turo.com reviews below.
24 ‘Turo.com’ Reviews
We just found out about Turo this week while trying to rent a Jeep for our upcoming trip to my cousins wedding up north. We thought it would be fun to rent a Jeep and cruise with the top down for a week. What a big mistake...we found the Jeep we wanted. Entered the dates and times and Turo immediately charged our credit card the full amount of $431 and confirmed our reservation. The next morning we woke up to find that the reservation was cancelled by the vehicle owner. He said we had no reviews and that Turo didn't charge enough for the rental so he didn't want us to take it. We are sooooo offendedand pissed off. It's like we are being discriminated against for not using the service before. How do we get reviews if nobody gives us a chance? Not only are we without a Jeep, we are out almost $500 for our trip or to rent another vehicle. We leave in a few days and won't have the funds reversed by then. Wtf? What kind of crazy service is this? Why would they take out money and then cancel? Shouldn't we be approved and then charged? It's backwards!! We were so excited and now so disappointed. It's not our fault that Turo charged what they charged. It's also not fair that we were denied because we are new to the system. We are good people. We didn't NEED to rent we WANTED to rent. Don't use this company!!!!
I was a big advocate for Turo service even got you a few friends to enroll and sign-up with them, but I just had a really bad customer experience with an employee, Michael, on a ticket #1532997. The app has bugs in the payment portal and instead of providing solutions to a fee I was willing to make since the very beginning, Michael was distracted and made arbitrary decisions for me, refusing to accept payment and sending me to a collection's agency joking about messing up my credit.
I'm not asking for a refund but for accountability. He is representing Turo's help-desk and is not even providing a bad customer service, but outright manipulating information to his own comfort.
I'd like this to be fixed, I don't want to post this publicly in other social medias but sadly no other customer support is helping with this at the moment. I might change rating if this is fixed.
I created an account on Turo, and rented a car. Several hours later I was notified by email that they had cancelled my reservation and closed my account. I wrote back and forth several times with them, and they refused to provide a reason or allow me to make any changes in order to comply with their secret policies.
The have been discriminated against by Turo refusing me service and summarily closing my account. I have excellent credit, and have had no accidents or even tickets for many years. There is nothing in my financial history which could provide any legitimate basis for these actions. I am appalled that a company would act with such blatant disregard for honesty and treating people fairly.
Here is my correspondence with the company:
James Brian Torres (Turo Support)
Jun 25, 21:10 PDT
We’re always keeping an eye on the marketplace to ensure everyone is safe and sound. We recently reviewed your account, and we’re very sorry to inform you that we’ve determined you’re no longer eligible to use our marketplace.
While we would love to welcome as many people as possible into our community, we closely review all our members’ identities and everyone in the Turo community must meet our eligibility requirements.
Your upcoming trip has been canceled and your account has been closed. You will receive a full refund for this reservation within 1-5 business days. We sincerely apologize for any inconvenience.
We wish you the best of luck in finding a car rental, and suggest that you may want to use one of the more traditional car rental companies.
Again, we apologize for any inconvenience or disappointment this may cause.
Turo Verification Team
Jun 26, 03:36 PDT
I am shocked that my account has been closed so abruptly! What reason
would Turo have for doing this?
I am not a young driver, a new driver, or someone with a poor driving
record. My license has the Safe Driver designation, as I have not had
any accidents or even tickets in many years. I have an excellent credit
score, and the only thing I can think of is that my credit file has a
freeze on it to prevent fraud. Does that have something to do with why
you closed my account?
Please provide additional feedback so I know what is wrong, and
therefore can either fix it or know when I might be able to use your
service again in the future.
Christian Rico Ungos (Turo Support)
Jun 26, 04:18 PDT
We have carefully reviewed your application and we’re sorry to report that we won’t be to able let you rent or list cars cars on Turo. To maintain a safe and strong marketplace, Turo does not release the details of our review process as doing so would compromise its effectiveness.
We sincerely apologize for any inconvenience or disappointment.
Turo Verification Team
Jun 26, 05:33 PDT
At this point I need to ask that my request be forwarded to a manager.
I understand and appreciate that you have policies to maintain a safe
and strong marketplace. However, I am confident that I can pass any
objective criteria which might be used to determine if I am trustworthy
enough to have a Turo account.
This does seem to be some sort of mistake, and I am willing to provide
whatever additional information is needed to verify my identity, credit
history, or whatever other measurement of trustworthiness you deem
appropriate. Because it does seem that there has been a mix-up and you
do not have access to the correct information to make a proper decision
about my account.
I am married with 3 children. I work for a non-profit charitable
organization. I have excellent credit (though I currently have a freeze
on my credit file to prevent fraud). I have not been in an accident or
even had a ticket for many years (my drivers license lists me as a Safe
Driver). I will submit proof of all this or whatever else you request.
Please bring this to the attention of your manager so we can resolve
this issue without me needing to resort to posting detailed reviews
across many high profile websites of the discrimination I have just been
Thank you. I trust you will do the right thing.
Christian Rico Ungos (Turo Support)
Jun 26, 05:36 PDT
Thanks for reaching out. We have carefully reviewed your case and our decision is final. Per Turo policy, mentioned in our previous email, we are not able or obligated to release the details of our review process.
Please note that further communications from you will be read, but not responded to.
Turo Verification Team
If anything goes wrong, you are screwed. I actually caused some damage when backing out of a parking garage on the car I was renting. My fault, I know. So I had to go through their claims department, which was a complete disaster and cost me thousands of dollars, despite the damage being very minor. 3 months after the incident, I was shown an estimate that included parts of the vehicle that were not at all related to the damage I caused, which can be proven by comparing the estimate to the documented photos (for example, $500 worth of glass, when the damage wasn't even close to any glass parts of the car; front passenger side work, when the damage was on the drivers rear side). Yet, ten minutes after I received the request for payment, I got a second email threatening to send the issue to a collections agency due to "several attempts to contact me," though I had clearly received the final payment request that day. Though it was clear that damage on the estimate did not match the photos of the damage I caused, I paid the balance right away ($2,200!!!!) due to the immediate threat of this being sent a collections agency and damaging my credit permanently. The false claim by Turo that they had "attempted to contact me several times," and therefore had a reason to send this to a collections agency, was a grossly obvious attempt to get me to pay an unfair balance without the opportunity to dispute it. A collections agency, of course, cannot deal with disputes of this nature. Once it's in the hands of a third party, disputes about payment cannot be resolved. So, good job, Turo, you got me to pay over $2,000 for 2 small scratches by purposefully denying my rights as a driver and consumer. What's the commission Turo gets from renters screwing over their customers? Hope it was worth it.
Never ever rent a car from Turo. The claims process is completely RIDICULOUS AND ONE SIDED unfair to its car listers. I accepted an offer to rent my vehicle to a Turo approved renter. The renter left my vehicle abandoned near my home with considerable damage to the car. I’m being told that I have no rights to a claim because I did not get a picture of his driver’s license. I took a picture of his California DMV issued ID card and I am told that denies me any coverage or assistance with my claim from Turo.
It was my understanding that when Turo sent me a renter, Turo was to verify they had a valid drivers license and verified auto insurance. This was all to be verified by Turo upfront. The renter took possession of the vehicle shortly after 6:00 pm and I was notified after that time that I needed a photo of his driver’s license. At that point, it was too late to get a photo of his driver’s license. It seems like they are understaffed to handle the claims process as well, Its nearly impossible to reach them. You can see from all these these posts above. this is not a good place to do business. You have been warned again!
Had a guy rent my truck. Hit something with the front, scratching off paint in quite a large area. Dented the back chrome bumper, ripped up a chunk in one of my door panels.
Turo says the rear bumper is normal wear and tear even though it was right at 3 inches. It was on the step piece under the license plate which is only 3/4 of an inch thick vertically and the dent was creased 3 inches horizontally (like he backed into a pole). Backing into something is "normal wear and tear"??? Scratches I understand, to dent a chrome bumper is pretty evident of misuse.
I took pictures of everything on at least 3 different occasions, while being bounced back and forth between claims agents, (one set of pics are the bunch I uploaded after the trip of all the damage),for some reason, the Turo claims rep(s) cannot access them.
I was completely ghosted for exactly a month( I wrote everything down), Called and called and called. They always say that they have messaged the claims department and they will reach out.
I did this 2-3 times a week for 4 weeks, and nothing back.
Finally someone from a third party company calls me after I threatened to go to court. They are with a company out of San Diego (where I live) that is subcontracted to do the estimates. They asked me to send pictures.....
I'd mentioned to the gentleman how long I have been waiting to hear back from someone and he said that the notice just came through 15 min prior to us speaking.
I Sent over the pictures via the app that they had me download, and in three days, got an estimate.
(Back up a little: I got estimates for $1680, $1750 and $ 2050.)
They sent me an estimate to fix the paint in the front and up until I got the estimate, I didn't even know what they were even going to rule out.
The rear bumper alone without being installed is $350.
They Gave me an estimate to be all of $437, sent me a quick link to collect the cash and that was it. They must think that if they wave cash in front of peoples faces that they will just take it and run.
Their labor rate was estimated at $40 an hour. WHAT? Since when? 10 years ago?!!
I told them fine, Ill take my truck to where the prices are that low ( waisting MORE of MY time)... Nothing, complete silence. Here I sit, back to calling them again, being told that I will be contacted by this Dianna lady, and since then the site to collect my stingy $437 has timed out & I cant even collect that.
On a side note: I just rented a car up in northern Ca, and the guy was telling me that a renter smashed his windshield on one occasion. He went through Turo with the claim, got $80 bucks out of the deal & after talking with the renter, he mentioned that he got charged $500.
Wasn't even enough to cover the windshield, and Turo raked in some money on the deal.
Turo has such a good thing going, wont be long before someone else sweeps in and shows a little more common courtesy to customers.
You can see the good reviews right on this page are written by people they hire to do it. Just by the way they are worded. I mean c'mon...
Before writing a review of them, Even 1 star is wasting.
They are irresponsible with their service and they just take out the money and didn't release the car.
WORST CUSTOMER SERVICE AND HORRIBLE COMPANY
DON'T USE THEM!!
My car was STOLEN using the app, it took Turo over a week to respond to my situation, NO CALLS, NO EMAILS NOTHING. I had to write post on their Facebook page in order to get a response which was again, NOT HELPFUL. It's now been almost 6 weeks and nothing has been resolved...I called the police to report the car stolen (without TUROs HELP), again waiting for them to do something/anything at all they did NOT HELP or even call me back.
The police found my car after 3 weeks, abandoned on the side of the road (warrant out for the thief ATM), still no help from TURO. Now I'm trying to sell the car, and guess what?! Any app I use to sell the car will not allow the car to be posted because it has been reported stolen. There are also damages on the car...again, Turo has not helped at all. Seems they don't care about their customers and don't mind their reputation being ruined.
DON'T USE THIS COMPANY WORST COMPANY
DON'T DON'T DON'T DON'T