We rented a car in Hawaii and the car itself had pre-existing damages. We took a video of the car before our trip so that all evidence was recorded and we could drive with piece of mind. We did the same when dropped off the car.
NOTE: The owner did not want to meet us. They left the key under the drivers mat and told us to put it there when we were done.
Name and shame: https://turo.com/rentals/cars/hi/kailua-kona/toyota-corolla/364057
Once we dropped off the car, the owner filled a dispute for damages totalling $800+. We had video evidence to support this was pre-existing.
PROBLEM 1
Turo demanded we send them all evidence within 24 hours. If we wait any longer, they will take the money from our card. So if you're travelling... better find Wi-Fi FAST!! because the phone app wont work for this. Visiting an ill family member? Better ditch them to find Wi-Fi... Apparently, Turo think 24 hours is fine because quote: "You either have the evidence or you don't"
PROBLEM 2
Turo offer only EMAIL support. You CANNOT call them. You try calling Turo, you will be passed around a bunch of menu options and none of them lead to a physical person. They take OVER 24 hours to reply to you.... So if you have problems, tough luck, because you better send all that evidence over within 24 hours because you will not be able to talk to Turo in that time.
PROBLEM 3
We followed the guide we received via email and submitted some picture evidence. Get this.... The website DOES NOT SUPPORT VIDEO EVIDENCE. I took the initiate and renamed the video to .txt and left a description. I also uploaded the video to YouTube and put in the link in. They debited my credit card for $800 and stated that I did not provide any evidence. What!?
PROBLEM 4
After emailing back and forth, a day wait in between each communication because they are as slow as hell replying when it really matters, I opened a case with the Better Business Bureau (BBB). This lit a fire under them because I soon received some preferential treatment. Money was finally refunded, despite it being taken from my account illegally.
PROBLEM 5
Turo users can charge up to $250 for a cleaning fee. So if you're renting a nice shiny white car, you're f****ed. Better clean that baby nice and clean and take photos, or you'll be $250 up the spout.
PROBLEM 6
The owner of our car was able to charge if the gas level was not full when dropped off. Turo allows car owners to do this. We picked the car up an d the gas was just below full. After driving around, we totalled that 80-100 miles were missing from full. In the paperwork for our agreement, it states the car was full when collected. To avoid the fee, we filled the car up, but we knew we were being had. I submitted the evidence to Turo and they ignored the question 4 times. FInally, they addressed it and stated quote: "You took that from a different angle, the car is full".
Do yourself a favor, spend a little extra and rent from somebody like Hertz and not these bunch of pirates. Trust me, you'll be happy you did!!
At no point did Turo apologize, not once. At no point did they penalize or ban this car owner. We were finally refunded by Turo because TURO made this mistake. The car owner still kept the $800 despite trying to charge us for pre-existing damage. This car owner is free to carry on and rip people off. I assume that Turo gets a nice cut from rentals because they are clearly doing nothing about it. This has been the most terrible car rental experience I have ever had.
