Honda Civic

I rented a 2025 Honda Civic through Turo in Las Vegas and, approximately three hours away in California, the vehicle broke down under circumstances that were completely unacceptable and potentially life-threatening.

The vehicle was missing lug nuts from the wheels.

Let me be very clear: we could have been killed.

The vehicle owner himself admitted that the previous renter had stolen the lug nuts and that he had only recently discovered the issue. That means we were placed into a vehicle that had a known—or at minimum discoverable—serious safety issue. We have photographs, messages, and documentation of the vehicle’s condition and the owner’s admission.

This was not a minor inconvenience or an ordinary mechanical failure.

This was a serious safety failure involving the wheels of a vehicle traveling at highway speeds.

Turo provided an Uber ride that was approximately three hours long to get us to our hotel, but that did not come close to making us whole. Because of this incident, our entire trip was disrupted. We missed a hotel reservation, lost valuable vacation time, were forced to rearrange transportation, and were eventually given a 2019 Kia Sportage as a replacement for the 2025 vehicle we actually paid to rent. We then had to go pick up the replacement vehicle ourselves.

This was supposed to be our honeymoon.

Instead, we spent our trip dealing with a dangerous vehicle, roadside assistance, transportation problems, a replacement vehicle, missed reservations, and additional expenses that we should never have incurred.

The situation has now gone even further.

I am currently sitting at the Las Vegas Airport stranded because we had to return the rental vehicle and, as a direct result of the disruption caused by this incident, we missed our flight.

Turo needs to understand the seriousness of this.

I did not pay Turo to be placed in an unsafe vehicle, stranded three hours from Las Vegas, forced to arrange transportation, given a substantially older replacement vehicle, lose a hotel reservation, and ultimately miss my flight.

I am demanding full reimbursement for the losses and expenses resulting from this incident, including the affected hotel reservation, transportation costs, flight-related expenses, and any other reasonable expenses directly caused by this vehicle failure and Turo’s handling of the situation.

Additionally, I am formally requesting the complete records for the 2025 Honda Civic, including:

All vehicle inspection reports
All pre-trip and post-trip inspection records
All maintenance and service records
All tire and wheel service records
Any records regarding the missing lug nuts
Any prior damage or incident reports
Any roadside assistance reports
Any photographs of the vehicle before our rental
Any documentation showing when Turo and/or the owner became aware of the missing lug nuts
Any documentation showing whether the vehicle was inspected and deemed safe before it was rented to us
All records related to the replacement vehicle provided to us
I also expect Turo to preserve all communications and records relating to this incident, including communications between Turo, the vehicle owner, roadside assistance, and any other parties involved.

I am not interested in receiving another generic response offering a small credit or refund of the rental.

This was a serious safety incident, and Turo needs to take responsibility for the consequences.

I expect this matter to be escalated to a supervisor or the appropriate claims department immediately. I also expect a written explanation of how a vehicle with missing lug nuts was permitted to be rented and what steps Turo is taking to ensure this does not happen to another customer.

I have photographs, screenshots of the owner’s admission, Turo communications, Uber documentation, hotel information, flight information, and other supporting evidence available.

Please provide a substantive response addressing full reimbursement, the vehicle records requested above, and Turo’s investigation into the safety failure.

We trusted Turo with our safety during what was supposed to be our honeymoon. That trust was seriously violated.

I expect Turo and the owner to treat this accordingly.

Jordan •

It was good comfortable ride and so quick too. My second experience with Turo

Maulika •

I went and had the missing lug nut put back on.

Alicia •

Great service and vehicle!!

Tansy •

Good

Oscar •