Cadillac Escalade ESV

Phenomenal service. One of the best I’ve had on Turo. Super accommodating and communication is par to none.

Marshal •

Host was great with communication throughout the trip but that is where the positive comments stop.

The vehicle P/U location is at Aladdin Airport Parking which requires a shuttle or uber to get to. The parking structure is very dark and hard to see the vehicle and take proper "check-in" photos. After picking up the vehicle we were immediately hit with a $46 fee to get the vehicle out of the parking garage. Host says this parking fee is the responsibility of the guest but looking at the parking ticket they dropped the vehicle off at the parking structure 1 day and 20 hours before my rental, 44 hours!

I understand there may be some fees to pay as between them dropping it off and us picking it up but for them to drop the vehicle off almost 2 days before my rental, presumably for their convenience, and then have the guest pay for it isn't cool. In the past I have rented Turos in San Diego and one picked me up from the airport and the other left the car at the SAN terminal parking lot (with small reasonable parking fee), but having to take a shuttle off-site to a garage and then get hit with a bit parking fee just sucks.

My wife and I drove up to Orange County to visit friends and the Escalade had a bad vibration at highway speeds. I am a car enthusiast, maintain my own vehicles, and am familiar with wrenching on vehicles so this was an obvious issue to me. I told the host about the vibration and suggested he check wheel balance, tires, and suspension components as there was clearly an issue. The vibration was so bad I had to fold down the second row chair as it was shaking and making noise from the vibration. Not the premium experience I was expecting from spending $1,000+ to rent a current generation Cadillac Escalade.

I stopped at a gas station to refuel and couldn't get the gas door open. Pressing the door did nothing, I looked around for a fuel button or lever to release the door, nothing. I ended up having to skip the refuel as I was meeting a friend. I contacted the host and was told "sometimes the fuel door gets stuck." When I got back to my Airbnb I was able to take a closer look and the release mechanism for the fuel door was completely missing. Normally you simply press firmly on the back of the fuel door and the mechanism pops it open. So with the mechanism completely missing the door is held shut under spring tension but I was able to get the fuel door open by prying with my credit card. Having a fuel door which is broken isn't acceptable, being able to refuel the vehicle is a basic necessity. The way the host responded suggests they were aware of the issue and chose not to fix it and also didn't bother to warn me before I ran into the issue. Not great.

When examining the broken fuel door I got a good look at the rear tire which was a cheap Chinese brand and the tire had many small chunks of rubber missing all over the tread. Whether the chunks were from poor tire quality, previous abuse, or both it's concerning that the tire was in this condition. Tires should never be chunking.

I then checked all the other tires and was surprised to find 4 different brand tires on the vehicle, 2 tires were different sizes from the other 2, all tires were low on tread, and one tire had clearly visible DRY ROT on the shoulder. Tires also weren't matching is tire type, one was summer, one was all season, one was touring etc. The mismatched tire sizes are bad for the vehicle as the different rolling diameters will cause the AWD system and transfer case to think the wheel is slipping when it is not. Tire sizes were 285/45/22 and 275/50/22, that's a 2.2% difference and most AWD systems can detect anything over a 1% difference. Thankfully we didn't have an issue as we were driving around with our baby in the vehicle.

I wasn't pleased with the excessive parking fee to obtain the vehicle, the vibration was very annoying to drive around with, a broken fuel door the host knew about, and most importantly tires in very poor condition and not just poor, dangerous condition and in breach of the Turo vehicle standards. No Turo vehicle should be this poorly maintained regardless of year, Make/Model, or price but it seems inexcusable for a modern luxury vehicle like this were I paid a premium price, this was about x2 as expensive as a comparable (albeit slightly down market) Ford Expedition which I originally had rented but got cancelled last minute due to a recall issue.

I asked the Host for a $200 refund (which was 15% of our total trip cost) I thought was fair to cover the BS parking fee we got hit with and then all the issues with the vehicle, he responded saying he could offer $100. I told him I wasn't happy, he said he would check with his business partner again and get back to me. He hasn't so I'm not sure if I will get a refund but I will be notifying Turo of the vehicle's condition and am leaving this honest review to hopefully warn others of this vehicle.

Evan •

Car was great! Easy to pick up at the airport… would rent again.

Trevor •

Awesome Escalade impeccable very friendly host. Thanks!

Florence •

Great host

ALI •