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


Shoppers of a motor vehicle rental application proceed to switch to Channel 2 Motion Information just after becoming fined for smoking cigarettes in cars and kicked off the platform.

The problem: They say they are nonsmokers and had been by no means offered a probability to dispute the prices.

Channel 2 purchaser investigator Justin Gray initially noted on fears from shoppers of the Turo application in March.

Due to the fact then, we have consistently been listening to from clients with strikingly identical stories.

Turo capabilities primarily like Airbnb, but for cars and trucks. Turo suggests it has a zero-tolerance plan for smoking. But customers tell us some auto homeowners look to be exploiting that policy.

Joselyn Dexter rented a Jeep Wrangler for her solo holiday to the softball higher education planet series. The former school participant states it was a desire holiday vacation and she gave the auto a 5-star ranking.


The problem came when she was on the flight residence and gained an e-mail from Turo.

“I acquired an e-mail that stated essentially you’ve been kicked off the application, you violated our procedures and you have been despatched to collections,” Dexter said.

Which is the identical e mail other consumers who have reached out to Channel 2 Motion Information acquired. All of them have been sent to collections with a practically $300 charge.

Metro Atlanta instructor Josh Dempsey reported he’s never smoked a day in his daily life. But the Turo host claimed he still left cannabis paraphernalia in the automobile immediately after his Nevada getaway.

“Do I want to shell out $300? I’m a teacher. No. Just about every bit issues to me, but am I likely to allow you attack my character?” Dempsey said.


Matt Myrvik claimed the host experienced at first specified him a 5-star assessment when he returned his Turo rental at Hartsfield-Jackson Worldwide Airport.

It was only following Myrvik messaged the host that he was likely to give a damaging critique that he was documented for using tobacco in the car.

“Now my 3-star review is entirely gone and when you seem at profiles, he has a 5-star rating,” Myrvik stated.

In Dexter’s circumstance, the photographic evidence of the cigarette smoking exhibits a small piece of paper the sizing of a fingernail and a small twig that Turo reported is marijuana.

“Maybe I’ve been lacking out. I’ve never taken a photo of an odor. I would like to know who has. I really do not understand how those photos verify nearly anything. I really don’t know how to verify I did not other than for my personal term and have integrity,” Dexter reported.

She mentioned not only does she not smoke, but also she had the auto professionally cleaned ahead of returning it.

Turo is standing by its conclusion in Dexter’s circumstance. A spokesperson advised Channel 2 Action News that all those shots are proof of using tobacco. Turo stated customers can protect them selves by documenting the problem of the motor vehicle when they return it.

Turo claimed in a statement:

“We have a no-smoking plan to hold the particular property of our hosts shielded. We also have a specific vacation images guidebook for friends, so they may possibly avoid any promises. In this instance, the host offered picture proof of a cigarette smoking violation, and the guest had not offered put up-journey photographs.”

Vacation specialist Victoria Walker explained startups like Turo generally do not have the employees for investigating these grievances that much more classic businesses do. That is why she stated tourists have to have to guard themselves.

“For travelers, they actually are likely to be on their p’s and q’s in conditions of documenting each individual solitary instance from the time they book until the time they return the rental,” Walker reported.

Channel 2 consumer advisor Clark Howard gave the identical information. As with a regular motor vehicle rental business: drive back again, even if it signifies you have to go to arbitration or smaller statements 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 said.

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