Turo: False damage claim

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Dec 14, 2017
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#1
I rented a car through Turo, a peer-to-peer car rental service (like Uber for car rental). I had the car for a day and scratched the front bumper somehow. It was a really minor scratch. I took pictures and I was shocked when they told me the repair was $700, but I paid it.

Now, 2.5 months later, I got another bill from Turo, saying a supplemental inspection showed the damage was $5,000 more and they're trying to bill me another $5,000. Saying the radiator needed to be replaced and all sorts of things including broken headlights.

It's simply not true. I drove the car at night, the lights were fine. It was a newer car and none of the warning lights were on on the dash, as they would have been if there was a problem.

They've literally had the car back more than 2 months and have decided there is all this huge damage, which would have required a real accident or something. It's simply false.

Turois a peer to peer car rental platform so this is a private owner who is probably working a scam with a friend who owns a garage. They file the claim with Turo and Turo is trying to pass the bill on to me because I didn't choose the insurance option.

I didn't have insurance and they're saying I'm liable for this huge sum of money and I know they're lying. I don't think Turo is lying, but they're being lied to and they're not protecting me.

Turo tried to bill me but my credit card rejected the charge. They're threatening to turn me over to collections which would ruin my credit.

Does anyone have any idea of what I can do about this?
 
Likes: Denver Don

johnbaker

Verified Member
Oct 2, 2014
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#2
@nowhere500... I think your beyond advocacy and need an attorney for this one. I'm willing to bet a sternly worded letter will probably shut this down. They can also help you make all the required claims under federal law if they turn you over to collections.

Good luck!
 
Likes: jsn55

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
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www.promalvacations.com
#3
We've had this issue come up before and you will need to take John's advice. Because this is not a normal car rental company, our usual reference to a thread we have in car rentals won't work for you.

I would ignore these people and if they should take you to court later - if they didn't tell you this at the time you paid then I don't know if any court they tried to sue you in would say you are responsible two months later. If there was that much damage the car would not have been driveable.
 

johnbaker

Verified Member
Oct 2, 2014
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#5
@nowhere500 try googling legal aid in your area or reaching out to the local bar association. Some lawyers really hate when companies do stuff this and may take it on pro bono.
 
Likes: jsn55
Jan 6, 2015
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#8
I found some information that may help you:

Their team: https://turo.com/meet-the-team
Emails: My email verifier shows that each member should be reachable at ...
Twitter for their CEO: https://twitter.com/andre_haddad?lang=en

Email addresses may or may not work. If you choose that route, start as low as possible and work your way to the CEO. Provide just enough detail to clarify what did/did not happen, and respectfully request the charges be dropped. I suggest you wait 10 days before moving up the chain (meaning there has been no response) ...
 

jsn55

Verified Member
Dec 26, 2014
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#9
Sounds like this Turo is learning from the rental car companies. It would be good if you read our advice and previous threads on rental companies pulling this kind of thing. That might prepare you for dealing with these goons. Perhaps a sternly-worded letter from you might scare them off without your having to find legal assistance.
 
Likes: joycexyz

Carol Phillips

Moderator
Staff Member
Advocate
Dec 28, 2014
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#10
The advice above from my colleagues is excellent, in my opinion.

Just remember to keep copies of ALL correspondence or paperwork received. Don't discuss anything with them via phone ... keep it all in writing.

And please let us know what transpires.
 
Likes: jsn55
Jun 6, 2019
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#16
Hello,


Neil, I was hoping you could help me. I have unfortunately run in to a similar situation as this person did in 2017 with Turo. I am in the initial stages. 1st time user of Turo. Took recommended pictures before and after my trip - all was well. Then next day I get an email saying a claim has been made by car owner (seemed like a sketchy guy when we met him). He submitted pictures of the bottom of the front bumper being scratched. We never damaged the car and certainly did not cause the scratch marks below bumper. I also did t take any pictures of underneath the front bumper or anywhere underneath the car because I never thought this could happen. Turo is now charging about 600 for damage. I obviously don’t want to pay this cost and want to fight this charge but I know I don’t have photo evidence. Not sure how this guy got pictures of car damage (if he used pictures from a similar car or this was previous damage that was done). All I know is we did not cause this damage.

If I don’t pay this bill what would the possible repercussions be? Do you think it would be sent to creditors? Or they would take me to court?

Should I contact legal counsel?

Should I just bite the bullet and pay? Worried then I might get additional charges like this poor person did back in 2017.

I have a call set with a Turo rep tomorrow afternoon but should I not do that?

Any help is greatly appreciated - I don’t have the money to pay $600 dollars but could get help to pay
 

weihlac

Verified Member
Jun 30, 2017
1,532
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Maui Hawaii
#17
You need to demand that Turo provide you with all damage claims made by this owner. This sounds like a very clever scam where there are scratches on the area underneath the bumper that have been there previously, and this owner makes a claim after every rental without repairing the damage. The owner then charges the next renter for the same damage. This is a clever way to greatly increase the $$$ from every rental.

Do not talk to Turo. All of your communications should be electronic by email.
 
Last edited:
Jun 6, 2019
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#19
I sent an email requesting all damage claims made by this owner. They did state in a previous email that they reviewed previous claims and that this owner hadn’t made a similar claim to this one. I’m not sure how thorough this person is that I’m emailing with at Turo. Hoping that by demanding a list of damage claims made by owner they will at a minimum review his account to see other suspicious or possibly fraudulent activity. Feeling like it’s a long shot I can get this corrected due to the lack of evidence I have to support my side. I did take all the photos recommended by Turo before and after trip - they never recommended taking photos of underneath the bumper. Not sure if that helps my argument.

How much time do you think I have before they send this to collections? I’ve read 60 days - do you anticipate this would get sent to collections? Or what do you think might happen if I don’t pay the requested amount?