This is my second time renting this van. Great customer service.

The van was great! Clean, roomy, and worked well for all our needs for our trip.

This was my first time using Turo, and I had the best experience. My host was awesome, clear instructions, couldn’t have gone smoother!

Great van and communication

I rented the van for 5 days. My family flew in from LA Saturday morning. I needed a van to easier accommodate my large family. We wanted to be able to do everything together and with so many kids on out trip it’s very hard to have to break them in group of we have smaller and multiple vehicles.
Prior to pick up host sent before pictures of the vehicle, within the all the pictures. One picture shows a flat tire. I asked the host if that picture was a mistake. He assured me that it’s a flat tire from a different vehicle and all of the tires on the van is brand new. We arrived at O’Hare and found the van in great condition. Host sent me picture of van location, of a map he hand drew, and even gave us clear direction which exit to use because of the high roof vehicle. Within 5 miles on the highway I hear a continuous “whooping” noise. Like something was stuck on the wheel. We pulled over to check. Didn’t see anything, so we continued to drive. I kept hearing this noise, but figured it might be from the weight of our luggage’s. We made it to our place of stay roughly 30 miles out. We unloaded all humans and luggages. That evening I took my kids out for ice cream and the “woooooping” sound was so loud I couldn’t even think. I pulled over to check the vehicle again and that’s when I saw the rear driver side tire had two broken lug nut. I cancelled the plans with my kids and drove the van back to our place on the way I seen a tire shop. So I took the van in. Tire shop says “the wheel is only secure by 1 lug nut, whoever worked on the vehicle last over tightened the nuts. 2 lug nut completely snapped off and the other 2 are hand loose. We aren’t able to fix the problem. You’re going to need to tow it to a mechanic. It should not be driven. You’re able to park it here until you find a solution.” At this time it’s after 4pm on Saturday. My four kids are tired, disappointed, howling for attention, crying for resolution. My kids and I Ubered back to our place of stay. I called so many different mechanic just to find out everywhere closes at 5 and they’re not open Sundays. I reached out to the host and he showed me the location for his AAA card and also had me contact Turo. Well AAA and Turo could only help me with a tow. They couldnt help me fix the vehicle right away. It’s now Saturday evening. My kids are hungry and restless. My infant needs my attention.
SUNDAY morning I found a mechanic shop 500 ft away from tire shop where the van is parked at. We took the van to them and was able to get it fixed. I paid the $450 out of pocket and received the van from them TUESDAY morning. We were able to use the van comfortably the whole Tuesdays and till Wednesday evening cause that’s when we departure.
I kept the host updated with everything regarding the van. I asked to get reimbursed for 2.5 days and also get the invoice for the repair reimbursed. Host assure me that Turo should refund me 50% of my trip. And the 450 repair would be claimed on the insurance.
After my trip, host has send me a message and says the repair shop would refund the full amount I paid to them and Turo would send me $200. I asked if the $200 was in reference to my 50% refund? He did not respond. It’s been a whole week since my trip and I still have not received any refunds either from Turo, or the mechanic.

Now 1 Star is because I feel unjust. I paid over 1100$ to rent the van for 5 days. The repairs took 2 days. I took the initiative to get the van fixed. The host only reached out to tell me how important it was for the vehicle to be fix cause he has another person renting the vehicle after me. I had to stop that pressure from the host and made sure he knows that it’s me that’s suffering the van’s malfunction. I have 6 kids with me. All under 9. I rented a huge van so we can carpool and explore Chicago together. We ended up borrowing family vehicles, carpooling with others, taking separate trips, paying double parking fees, we took the train to the city, took the bus around the city. The headache of having to carry all of the kids backpacks, double stroller, car seats all because the van malfunctioned ruined my trip. But the host was not at all concerned that I did not get to experience his vehicle. He just express his concern that he has a business to fulfill after the business with me has failed. I have been really nice. I’m not asking for anything more than what I feel I should have not paid for. The host assure me I have brand new tires on the vehicle. Meaning he just got them installed. Someone just worked on the wheel that almost broke off. I went out of my way to research to find the closest mechanic on a day where all the mom and pop shop are closed. I think I should get a refund my the cost I fully covered and the days the vehicle was in the shop. Yet the host has ghost me.