Toyota RAV4 Hybrid

I genuinely have no words for how terrible this experience was. To start, I inputted my ID details the morning of my rental (I was picking up at 11pm). After landing on a flight with no WiFi, I am asked to take a selfie with my ID and also upload ID again which I do in airport terminal. I message the host I’m on the rental bus to the Turo lot and my ID still hadn’t been verified. I get to the lot and message again and have to call Turo. The key to the car was literally on the front left wheel - no lock box - nothing. I asked if I’m supposed to leave it that way upon return and they said yes. Weird but I can get past these minor issues no worries.

I spent the night in a hotel about a mile away and wake up early to hit the road. The car is loaded with errors on dash including SRS airbag warnings. I message the host and call Turo and I’m given the options of: wait for tow truck and figure it out from there or drive to the hosts offsite lot about 20 minutes away. I was told the lot was open at 7am. I show up at 745 and cannot find anyone. I knock, I finally go in. No one is there (door is unlocked BTW). Someone pulls up about 10 minutes later and says he’s not authorized to swap cars but his boss was “almost there.” 30 minutes later, the person shows up. He says he will have to call Turo support for a manual swap and it could take time. Another 30 minutes later, he says unfortunately they have no more vehicles and he will “try” to get a refund. Another host onsite has 2 cars. I call Turo asking for a refund and to be swapped into the other hosts cars (I email them the links). They go yep we’ll swap you and it will be an additional $600 .

At this point, I grab an uber to the airport to try and find another option. The icing on the cake is while in the uber I get an email that they’re still going to charge me for 1 night of a rental. After swearing off Turo, I decided to take a chance on this reservation but Turo has forever lost a customer.

Thank you Enterprise for helping step in at the airport and get me a car so I can celebrate my grandpa’s 80th birthday.

Leadership all around from Turo to this offsite place and the co-host I communicated with through the app was severely lacking. When I told the co-host the boss hadn’t showed up yet, she asked me to ask around when he was coming. Truly a horrific experience today. I will give a shoutout to the couple of folks at the offsite lot helping to troubleshoot the vehicle who were nice, but couldn’t do anything to help the situation.

Dusti •