This was such a horrible experience. First the car had an awful cigarette smell. When I asked about the weird smell since it was masked with an air freshener, I was lied to. The cigarette smell got stronger later that day. On the same day (first day of rental) the car died in the gas station after fueling at 1:40am in a small town. Around 2am I called the owners asking to ended my trip due to the reliability and unbearable cigarette smell. I had been in communication with Turo during this time. At 10am I spoke with Jian wife asking to return the car and for a refund since I booked the car for a week. She said I would have to talk with Jian, he never answered my calls or returned my voicemail. After writing him on Turo pleading with him to answer me around 6pm. He finally responded and accepted to modify/end the trip. The meet up time was at 7:30pm. I called his wife since she's the only person who answers the phone right before I left (7pm). She told me 7:30 would not work and she can't meet me there instead to wait for her to call me back at a later time. I informed her I had waited since 10am and I could rent another car until I returned this one. Plus my pregnant sister was having contractions and I flew across the country for her delivery. Yet I stuck, both Turo and the owners were aware of this. Again she dismissed my concerns. She said sorry but to have patience and she'll call me when she could. The Turo specialist who had been assisting me couldn't believe Jian never called me back even though he told her he would and my frustrating situation continued. Since it was already 7:30pm my trip already ended yet I continued to be stuck with the car. Turo advised me to drop off the car at the drop off location and hide the key underneath the car. To take need documentation and inform owners. The owners continued to talk at me instead of listening, arguing and basically threatening me if anything happened to the car. They basically demanded me to stay until they arrived. When they arrived again they talked at me, telling me about procedures, what I could have done to prevent issues, and how they where also frustrating through this while process. Yet, they apologized at the same time because they wanted to "resolve" the issues. They talked about how this never happens and what great reviews they have. It's know 9pm at this time , I waited since 10am and they couldn't seem to see my point of view. I left feeling even more frustrated.
Jian was fantastic, punctual and pleasant. He answered all of my questions promptly, and picked us up and dropped us off at the airport. The car was clean and excellent on fuel. Highly recommend renting from Jian!
Headlight lenses need a good cleaning to make headlights more effective. Wiper blades need to be replaced as they leave water on the windshield. Car ran well and as a hybrid we got about 50 mpg. Car handles well and was perfect for our purposes. Jian was very accommodating as our flight time was changed and he was able to work it out. This is my second Turo rental and I love it.
The Turo experience is an economical & much smoother experience than renting from a big chain conventional car rental company with there overpriced & hidden / deceptive pricing fees. Jian delivered his car to us on time ( even waiting for my late arrival @ the airport). Pick up went equally smoothly & the overall Turo experience is a great benchmark for a great concept that has been well executed! Thankyou, Julia
Good deal all around. Price was right. The owners picked us up at midnight at the curb and dropped us off at the curb of the airport upon return. The car drove well and was easy on gas. Nice people, good experience.