Turo is a car-sharing platform, connecting users with hosts offering vehicles for rent.
Turo Responsiveness rating
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What you need to know about Turo
We receive a significant number of complaints about Turo. Recently, the company billed a customer $3,000 for a minor scuff and charged $3000 for a blown tire another time. Customer service experiences with Turo can be hit or miss. Some users report fast, helpful responses, while others find the support to be slow.
- Turo’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Turo with our insider guide or through our executive contacts.
- Turo’s customer service policies are standard. Here are our frequently asked questions about Turo.
Turo customer service response times
Turo’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
| Phone support | Available for urgent matters, with wait times typically ranging from a few minutes to over 30 minutes during peak times. Customer service is available 24/7. Call Turo customer service at (415) 965-4525. |
| Email support | Responses are usually provided within 24 to 48 hours, though complex issues may take longer. Email Turo customer service at claims@turo.com. |
| Online contact form | Responses via the online contact form are similar to email, with expected replies within 1 to 2 business days. |
| Live chat support | Turo does not offer live chat support. |
| Social media | Turo may respond within a few hours to a day, but response times via social media can vary significantly depending on platform activity and staff availability. Here’s how to reach Turo via social media. |
How to resolve a problem with Turo
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Turo mailing address
111 Sutter Street
Suite 600
San Francisco, CA 94104-4512
Turo loyalty program
Turo does not have a traditional loyalty program.
Turo social media channels
Turo executive customer service contacts
Primary Contact
Jerry Howe
Vice President, Marketplace Support
111 Sutter Street
Suite 600
San Francisco, CA 94104-4512
jhowe@turo.com
Secondary Contact
Tom Wang
Chief Product Officer
111 Sutter Street
Suite 600
San Francisco, CA 94104-4512
tom@turo.com
Julie Weingardt
Chief Operations Officer
111 Sutter Street
Suite 600
San Francisco, CA 94104-4512
jweingardt@turo.com
Chief Executive
Andre Haddad
111 Sutter Street
Suite 600
San Francisco, CA 94104-4512
andre@turo.com
Turo customer service policies
What is Turo's privacy policy?
Turo’s privacy policy describes how the company collects, uses, processes and shares personal information. It details the types of personal data collected—including account information, profile details, vehicle data, payment information, identity verification data, biometric data, and communications—and explains the purposes for which these data are used. The policy also describes how Turo shares personal information with third parties, the security measures in place to protect user data, and the choices users have regarding their personal information.
What are Turo's terms of service?
Turo’s terms of service establish the legal framework for using the car-sharing platform. The terms define user eligibility, account creation, fee structures, content ownership, and prohibited activities. The terms set forth the specific obligations of vehicle hosts and guests, including details on insurance and protection plans. The document also includes procedures for dispute resolution, such as arbitration agreements, and emphasizes the importance of complying with applicable laws and regulations.
Turo self-service links
How can I list my car?
To list your car on Turo, visit the list your car page and follow the instructions.
How can I contact Turo customer service?
You can access the Turo customer service chat from the help center page through the bubble in the bottom right-hand corner. Contact the company at account-services@turo.com.
How do I cancel my reservation with Turo?
Here are the steps to cancel your reservation on Turo:
- Log into your Turo account.
- Go to the “Trips” tab.
- Find the trip you want to cancel. It will be marked as “Booked.”
- Choose “Modify Trip.”
- Click the “Cancel” button.
- Choose a cancellation reason.
How can I get a refund from Turo?
To request a refund from Turo, follow these steps:
- Cancel your reservation: Visit your trips page and click the “cancel” button next to the reservation you want to cancel. Follow the instructions.
- Contact the host: If you encounter any problems with your Turo rental, contact the host directly to resolve the issue.
- Contact Turo customer support: If you cannot resolve the issue with the host, contact Turo customer support and file a claim. You can access the Turo customer service chat from the help center page through the bubble in the bottom right corner. You can also contact the company at account-services@turo.com.
How to get professional help with your Turo problem
If you need help with Turo, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
What do you think of Turo?
Submit your review | |
horrible company that bleeds hosts dry and doesn't cover them, forcing them to eat the cost of their business decision to allow anybody off the street access to your personal vehicle. automatic denial of legitimate claims, no support email only AI chatbots, over an hour on hold...
