BMW X1

⭐ 1/5 Stars — If I Could Give Negative Five Stars, I Absolutely Would!

EXTREMELY DISAPPOINTED AND DISSATISFIED. RENT AT YOUR OWN RISK!

My Turo reservation was from October 29th through November 1st, and I can confidently say this was one of the most disappointing and unacceptable rental experiences I have ever had. The vehicle I received was absolutely NOT what was advertised, and the lack of professionalism, communication, accountability, and customer service made the entire experience even worse.

First and foremost, THE VEHICLE HAD A ROACH INFESTATION! Upon picking up the vehicle, we discovered roaches inside. This was absolutely disgusting, unsanitary, and unacceptable for a vehicle being rented to paying customers. Throughout the trip, we continued finding roaches crawling around inside the car, even though we made a point not to leave food, personal necessities, or trash inside. Imagine paying to rent a vehicle for a trip and having to worry about insects crawling around every time you enter it!

Aside from the infestation, the vehicle was COMPLETELY FILTHY upon pickup. It genuinely looked as though it had not been washed or properly cleaned in quite some time. When I brought this to the host’s attention, I was told the vehicle had been washed earlier that day but had gotten dirty because of heavy rain. However, none of the surrounding vehicles looked remotely as dirty as the one I received. I found that explanation extremely difficult to believe.

The interior condition was just as unacceptable. The leather-covered panels on both the front and rear doors were literally separating and falling off. This was NOT normal wear and tear. We actually had to use our debit cards to push the panels back into place just to make the vehicle somewhat tolerable during our drive. The center console was also separating near the gear shift. The vehicle was visibly deteriorating and should never have been presented to a customer in that condition.

I immediately contacted the host, explained the condition of the vehicle, and requested to be switched into another available car. Interestingly enough, communication had been extremely consistent leading up to pickup, with messages being sent back and forth throughout the day. However, once I began reporting the problems, that same level of communication suddenly disappeared.

The following morning, which was the day I was scheduled to leave for my trip, I woke up earlier than necessary to try to resolve the situation. I repeatedly called the number provided, only to reach voicemail. When I finally spoke with someone, I received the same vague response: they would contact their team and see what could be done.

I WAITED FOUR HOURS FOR A RESOLUTION THAT NEVER CAME.

At that point, I had an entire trip planned and could not continue delaying my departure. I was essentially left with no practical solution other than to proceed with the unacceptable vehicle I had already paid for.

And what was offered as compensation for this experience? An additional two hours with the vehicle and extra mileage that I DID NOT NEED! No meaningful accommodation, no discount, no partial refund, and absolutely no consideration for the inconvenience, frustration, and discomfort we experienced.

To make matters worse, I was originally told that tolls would be taken care of. Yet after returning the vehicle, I was charged $1.16 for a toll. While the amount itself is insignificant, the principle is not. After everything I experienced, being charged an additional fee that I was told would be covered was simply insulting. The charge also came after I had not submitted a review within the timeframe requested by the host.

I SHOULD HAVE BEEN OFFERED A REPLACEMENT VEHICLE OR A REFUND. Instead, I received excuses, delayed communication, and an offer that did absolutely nothing to address the actual problems.

What disappoints me most is the complete lack of empathy and accountability. I paid for a service based on what was advertised, and what I received was a filthy, deteriorating, roach-infested vehicle with virtually nonexistent customer support once the problems were reported.

This experience negatively affected a trip that I had planned and paid for, and I do not believe any paying customer should have to tolerate these conditions.

If zero stars were an option, I would give zero. If negative five stars were possible, that would be my rating.

I am beyond dissatisfied, and I would absolutely NOT recommend renting from this host based on my experience.

Ta'Shae •

There was a bug infestation in the car

Ama're •

Car was okay nothing to improve

Robenisha •

No Bluetooth and the A/C can’t change temperatures. Overall the host was very communicative and letting me know everything.

Jory •

Pick up was easy and drop off

Valerie •