Peer

Business reply on Google

Hey Elena! We are sorry to hear about your frustrations. Our company always strives for a 5 star customer experience, which we have been fortunate to receive from thousands of customers who have rented through us on the TURO platform. In regards to your trip - we noticed the bluetooth system in the BMW you originally rented through us needed to be brought in for a factory update upon conclusion of a previous customer’s trip with the vehicle. Once discovered, we quickly notified you, in addition to contacting Turo to get you in our Mercedes to ensure we did not inconvenience your scheduled trip plans. This Mercedes came equipped with Bluetooth; which was the functionality we were told you wanted in the vehicle, but unfortunately is not equipped with a backup camera. Additionally, we informed Turo we would like for the Mercedes to be given to you at a discounted rate in hopes this would help you be understanding of the situation, as cars always have unpredictable issues arise. Again, we thank you for renting with us and apologize that our extended service efforts did not meet your expectations.

Business reply on Google

Hey, Seth! We are sorry to hear about your frustration with your damage claim experience. We hope that you understand we always aim for a five star experience, and are always transparent with each customer who rents a vehicle through us. Unlike most large rental car companies, we are much smaller and offer a wide variety of great luxury cars for our customers at great prices. In order to keep our vehicles in great shape, we unfortunately have to file insurance claims when damage repairs end up costing as much as yours to repair the vehicle back to its like-new condition for future customers. The amount we originally quoted you for repairs was the cost we incurred directly from our third party vendors to repaint the hood of the car, refurbish the rim and replace the tire from the damages we found upon your return of the vehicle. This direct repair quote came in much cheaper than the amount reflected in your review, as our intent was to resolve the repairs directly with you. In the event we are un-able to resolve a damage claim directly with a customer, we report it through Turo's damage claim department to ensure repair costs are covered for our vehicles. Due to being unable to reso