We only had the van 1 out of 5 days due to car troubles and only drove it once upon pick up from the Phoenix airport to our Sedona bnb. We reached the host and Jonathan did immediately respond. However, he responds with a comment that he had never had any issue before, which may be true, but his skepticism felt unwelcome. He just simply directs me to Turo's Roadside Assistance. I then spend hours my first evening on vacation on the phone sorting out the replacement. I spent well over an hour on hold with multiple phone calls (once getting hung up on after I was on hold for 30 mins) with Customer Service and Roadside Assitance and finally getting the vehicle towed after 10pm. I had to make arrangements for a new Turo rental the next morning and then an Enterprise car rental for our return to Phoenix which I had to drive my new Turo rental an hour away in Flagstaff to pick up.

Car problems happen. It is an unfortunate circumstance but then it is all about the Host's response from then on. We were traveling with a family of 7 and with an 83 year old. Some compassion would go a long way. I even sent a message back to Jonathan with details on how to recreate the issue we were having to help him with diagnosis and he never even acknowledged or responded.

I have used Turo for quite a few years now and this is my first issue. (The van was also quite dirty with old food on the floor.) I would reconsider using Turo if your intent is to pick up in one city and drive to another. You will not be able to get a replacement vehicle from Turo that will get you back to your original city.

Great clean vehicle easy to pickup clear communication

Great family car! Owner is very specific with all details related to rental. Made pick up and drop off very easy.

Great vehicle. Great instructions for pick up and drop off.

Had a great first Turo experience with renting this car from a wonderful host!