Volkswagen Tiguan

We are extremely disappointed with how Turo handled our recent rental, especially considering that we have been loyal customers.

Approximately two weeks before the vehicle was due to be returned, we informed the host that we needed to return the vehicle at approximately 11:30 p.m. The host was okay with this. More importantly, we also contacted Turo customer service by phone and explained the situation. We were told by the representative that the return time would be updated/taken care of.

Based on what Turo customer service told us, we reasonably believed everything had been handled.

Then, at the last minute, we received a message telling us that the vehicle had to be returned much earlier. At that point, it was extremely difficult for us to change our plans. We were ultimately forced to pay more than $100 plus tax to accommodate the earlier return, with the understanding that we could face additional charges otherwise.

When we contacted Turo again, we spoke with an agent who identified himself as Abdurahman. We explained the entire situation and asked to speak with a manager or someone who had the authority to properly review and resolve the issue. Unfortunately, nothing meaningful was done.

We are not blaming the individual agent for Turo’s policies. Our frustration is with the way Turo handled the situation as a company.

If Turo requires all return-time changes to be formally processed through its system, then the customer-service representative we contacted two weeks beforehand should have clearly explained that to us instead of telling us the change would be handled. A customer should be able to reasonably rely on information provided directly by Turo’s own support team.

We are asking Turo to review the recording and/or records of our original customer-service call. That call should confirm that we contacted Turo well in advance and attempted to deal with the return-time issue properly.

We are requesting a refund of the additional $100 we were required to pay as a result of this situation.

We have used Turo loyally, and we would like to continue doing so, but this experience has seriously affected our confidence in the company’s customer service. We hope Turo takes responsibility for the communication failure, refunds the additional amount we were charged, and improves its procedures so other customers don’t find themselves in the same situation.

For anyone using Turo in the future, I would strongly recommend making sure every change is reflected directly in the app, even if a host or customer-service representative tells you verbally that everything is okay. Our experience showed us that a verbal confirmation from customer service may not protect you from additional charges later.

Filmon •

Amazing! Great car, Great Communication, would go again!

Andres •

Loved the car and customer service. Will rent it again.

Abdoulaye •

The host cancelled this trip 2 months and 1 day before it started. This message was automatically posted by Turo.

Turo •

Car was great. AWD was handy for mountain roads. Hwy fuel economy was good (~6.5L/100km). My family of 4 fit comfortably and the cargo space was ample, enough for 4 carry-on's a couple of backpacks and a small cooler with room to spare

Marcus •