Customers say car rental app continues to fine them for smoking, kick them off platform


Buyers of a vehicle rental application carry on to turn to Channel 2 Action Information right after getting fined for using tobacco in automobiles and kicked off the system.

The difficulty: They say they are nonsmokers and ended up in no way given a prospect to dispute the charges.

Channel 2 buyer investigator Justin Grey first noted on worries from consumers of the Turo app in March.

Considering the fact that then, we have consistently been listening to from buyers with strikingly similar tales.

Turo features basically like Airbnb, but for cars. Turo claims it has a zero-tolerance policy for smoking cigarettes. But prospects convey to us some motor vehicle homeowners surface to be exploiting that plan.

Joselyn Dexter rented a Jeep Wrangler for her solo getaway to the softball higher education world sequence. The former university participant suggests it was a aspiration family vacation and she gave the auto a 5-star score.


The dilemma came when she was on the flight residence and obtained an electronic mail from Turo.

“I got an email that mentioned in essence you’ve been kicked off the application, you violated our procedures and you have been sent to collections,” Dexter said.

That is the similar e mail other shoppers who have reached out to Channel 2 Motion News acquired. All of them ended up despatched to collections with a approximately $300 charge.

Metro Atlanta trainer Josh Dempsey reported he’s never ever smoked a day in his existence. But the Turo host claimed he still left cannabis paraphernalia in the automobile just after his Nevada vacation.

“Do I want to spend $300? I’m a teacher. No. Every bit matters to me, but am I heading to allow you attack my character?” Dempsey claimed.

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Matt Myrvik reported the host had originally presented him a 5-star critique when he returned his Turo rental at Hartsfield-Jackson Worldwide Airport.

It was only following Myrvik messaged the host that he was heading to give a negative assessment that he was claimed for cigarette smoking in the automobile.

“Now my 3-star critique is fully gone and when you seem at profiles, he has a 5-star ranking,” Myrvik claimed.

In Dexter’s scenario, the photographic proof of the smoking cigarettes demonstrates a little piece of paper the dimension of a fingernail and a small twig that Turo mentioned is cannabis.

“Maybe I have been missing out. I’ve never ever taken a photograph of an odor. I would like to know who has. I do not realize how people pics prove nearly anything. I never know how to prove I didn’t apart from for my own term and personal integrity,” Dexter reported.

She claimed not only does she not smoke, but also she had the motor vehicle skillfully cleaned in advance of returning it.

Turo is standing by its final decision in Dexter’s circumstance. A spokesperson instructed Channel 2 Action Information that those pics are proof of cigarette smoking. Turo said buyers can guard them selves by documenting the ailment of the motor vehicle when they return it.

Turo said in a assertion:

“We have a no-using tobacco plan to maintain the personalized house of our hosts secured. We also have a comprehensive vacation images tutorial for guests, so they could avoid any promises. In this occasion, the host supplied photo proof of a smoking violation, and the guest experienced not furnished post-trip photographs.”

Journey specialist Victoria Walker claimed startups like Turo generally do not have the staff for investigating these grievances that extra traditional firms do. That is why she stated travelers require to guard themselves.

“For travelers, they genuinely are likely to be on their p’s and q’s in terms of documenting every single solitary instance from the time they book until eventually the time they return the rental,” Walker reported.

Channel 2 shopper advisor Clark Howard gave the similar information. As with a traditional auto rental organization: force back again, even if it suggests you have to go to arbitration or smaller promises court.

“Administratively, they are the choose, the jury, the prosecutor and no one is standing up for you. You have to stand up for oneself,” Howard claimed.

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By Kelli