BE aware of TURO- Car Rental

Question

We rented from Turo for a week and everything was well until we end up with flat tire in middle of highway in LA. As we contacted the support and stayed on the line they could not locate us and we end up calling 911 so that they can send us tow truck. The agent from Turo confirmed that they will be paying for our tow truck cost ($750) and they also confirmed with tow truck guy as he needed confirmation. So fast forward to today Turo is not paying for the cost and asked us to talk to the owner. Turo and Turo agent who asked us to pay up front are responsible to pay us back our money. We also paid for insurance and they won’t cover the cost for the tire and asked us to dispute. In a fine print it also said, if we dispute we end up paying another $150 on top of everything. they just want the owner to get paid and close the account. Just BE AWARE and don’t rent from TURO. It is safe to rent from other big companies and not having any hassle. We Have a claim open but they can’t find a claim from us and they only see owners claim for tire change. It was our first and last time working with this company.

Answer

It sounds like you had a very frustrating experience with Turo, and unfortunately, situations like this are not uncommon with peer-to-peer car rental platforms. Unlike traditional rental companies, Turo operates more like a marketplace connecting car owners and renters, which can complicate emergency situations, insurance claims, and reimbursements.

Here are some important points and considerations based on your experience:

Emergency Assistance: Traditional rental companies typically have 24/7 roadside assistance included, whereas with Turo, the responsibility may fall partially on the renter or car owner, depending on the situation and insurance coverage. This can delay help and lead to additional costs, as you experienced.
Insurance Coverage: Even if you purchased Turo’s insurance, it may not cover all types of damage or roadside incidents, such as a flat tire. Always read the fine print carefully. Turo insurance usually covers major accidents, not all mechanical failures or tires.
Reimbursement Issues: In cases where Turo or the owner initially confirms reimbursement, there can still be disputes, especially if the documentation is unclear or if internal systems fail to track claims properly. This can leave renters out-of-pocket temporarily or permanently.
Communication Problems: As you noted, Turo’s support sometimes cannot locate the renter or incident in their system, leading to confusion about responsibility and payment. This is a risk with any peer-to-peer platform.

Tips for future rentals:

Consider traditional rental companies (Enterprise, Hertz, Avis, etc.) for road trips where roadside assistance and immediate support is critical. They generally provide 24/7 support and clear coverage for incidents.
If using Turo, document everything carefully: photos, confirmation messages, timestamps, and any instructions from Turo or the owner.
Understand exactly what is covered by Turo insurance versus out-of-pocket costs. Some minor mechanical issues may not be reimbursable.
Be prepared for delays and potential disputes in case of emergencies; factor this risk into travel plans.

In summary, Turo can offer lower prices and unique vehicles, but it carries higher risk compared to traditional rental companies. Emergency situations, especially on busy highways like in Los Angeles, can become stressful and costly if things go wrong. For anyone prioritizing reliability, peace of mind, and clear support in emergencies, traditional rental agencies are generally safer.

BE aware of TURO- Car Rental

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