Everything was fine!I appreciate the last minute find!

Thank you so much

Unfortunately, this was one of the most stressful rental experiences I’ve had on Turo. I travel frequently and have used the platform many times, including situations where vehicles needed to be swapped, but this situation was handled very poorly from start to finish.

The original vehicle provided (a Dodge Caravan) began running hot during the trip and brakes were screeching terribly and had issues with the AC, which created serious concerns while traveling in very hot weather with my disabled child. I contacted the host with the concerns and brought it back to be checked out by a mechanic, they did not listen to me or did not understand (there is a major language barrier) once the vehicle was driven they completely ignored the brakes clearly audible screeching and did not check anything of my concerns but told me the car is safe to drive for my entire reservation of a week duration. Not even a full day later im on the road to work and had several additional issues that renters should be aware of. Also - The listing pictures advertise a TV in the vehicle, but it did not work at all. The Apple CarPlay was not integrated into the vehicle itself and instead appeared to be a separate attachment, which was confusing to operate since there were no instructions or guidance provided. In addition, only one speaker in the entire vehicle functioned — the single speaker on the driver’s side — which made it clear the vehicle had not been properly checked before being rented out.

Because the vehicle was overheating and not functioning properly, a swap had to be arranged. This process took several hours while my family waited outside in over 90-degree heat, and I ended up missing part of my work day because of the delay.

When the replacement vehicle (a Kia Sorento) was finally provided, it was extremely dirty and clearly not properly prepared for a new guest. Due to the amount of time already lost and the fact that I was on military leave with limited time in town to both work and take my child to therapy appointments, I accepted the vehicle simply so I could continue my trip.

The way the swap was handled was also confusing. Instead of a straightforward resolution, the process involved switching reservations between different host accounts, which made the situation more complicated than necessary. The situation was presented as though they were doing me a favor by resolving the issue rather than acknowledging the significant inconvenience caused.

Communication from one of the cohosts, Ediliane, was also very concerning. The tone of the messages felt aggressive and dismissive and made me uncomfortable for the remainder of the trip. Being told that the vehicle could be “recovered” whenever they wanted created a very uneasy situation as a paying customer.

After the swap, mid-trip, I was also charged for fuel despite being told during the swap not to worry about additional items because of the circumstances by Jaon another cohost in the account. I had to dispute the charge and provide documentation to Turo to address the issue. I ultimately paid the charge in FULL while the matter is still being reviewed.
The fuel receipt the host submitted did not appear to match the timing nor circumstances of my rental nor the records of the gas location provided within the timeline of the trip. I have receipts and video documentation supporting my dispute, thankfully I provided my own documentation and asked Turo to review the matter. I have receipts and video documentation from the gas station provided by their management team to confirm the discrepancies.

Between the mechanical concerns with the original vehicle, the poor condition of the replacement vehicle, the confusing swap process, and the unprofessional communication, the entire experience created unnecessary stress and anxiety during what should have been a simple rental and ended up with several conversations with legal experts.

Renters, especially those traveling with families or children, should carefully document everything and be aware of how issues are handled if something goes wrong. I have to keep all the receipts and videos documenting the issues described above which is another major inconvenience I’ve never had to experience with any other rental host nor company.

Based on my experience, I would personally be very cautious renting here again and would strongly encourage future renters to carefully review all details before booking. During my experience, the reservation process involved multiple host accounts connected to the same host team, which created confusion and made any situation harder to resolve. I also received communication suggesting the vehicle could be recovered or the reservation ended mid-trip after payment had already been made, which created a very uncomfortable and panicked situation as a paid renter.

Great host, vehicle ran great

It got us to and from.
Idler needs to be adjusted..the vehicle stopped on us several times in idling traffic.
Oil was low so we needed to travel to the company to have them fill it up.
A few things inside didn’t work, but we made due. Overall..fine experience minus the hiccups. Thanks