Brent Marcelino faces a terrifying blowout in a Mercedes with bald tires. Instead of an apology, Turo sends him a bill for the damage. Does he have to pay?
Questions
I recently rented a Mercedes SUV through Turo for a friend’s birthday trip to New Hampshire. While driving in the mountains at about 40 mph, the front right tire blew out.
I called Turo immediately. A representative told me I could use their tow service for $199. Since I have been a AAA member since I was 16, it made no sense to pay extra for a tow, so I used AAA instead.
AAA towed the vehicle to our vacation rental. The tow driver asked us to look underneath the vehicle. Both front tires were so worn that the metal threading was visible and protruding. The vehicle was unroadworthy.
I had to pay $680 to tow the Mercedes back to Connecticut and $1,000 for a car service to transport my group home.
I reported this to Turo. At first, the company said the damage was due to pre-existing wear and that I was not responsible. About one hour later, I received a second email stating that the claim had been reopened and that I was financially responsible.
Turo charged my card $500 in damage fees. I’m out more than $2,000 for renting a car with bald tires. Can you help me get my money back? —Brent Marcelino, New Britain, Conn.
Answer
Your Turo host should have given you a vehicle with safe tires. And if the tires were bald, you shouldn’t have to pay a dime for the blowout.
But this case is a little complicated.
Let’s look at what happened. You rented a 2022 Mercedes-Benz GLB-Class. You assumed the car was safe. But when the tire blew, you discovered the truth.
You did the right thing by contacting Turo immediately. But then things went a little sideways.
Turo initially agreed with you. It sent you an email confirming that it had determined the damage was “pre-existing” and that you weren’t responsible.
Then, Turo’s claims department did a U-turn. An hour later, it told you the claim was reopened. Turo’s position was that while you weren’t “at fault,” you were still “financially responsible.”
How can you be responsible for damage you didn’t cause on a car that shouldn’t have been on the road?
Turo says it reviewed the pre-trip photos and decided the tire was in “good condition.” But standard walk-around photos don’t always show the inner tread wear.
You were also stuck with a $1,680 bill for towing and a car service because you declined Turo’s roadside assistance.
When you go off-platform for repairs or towing, you usually pay out of pocket. Turo’s terms are clear about that. If you want the company to pay, you have to play by its rules.
“Guests have the option to purchase enhanced roadside assistance when booking their trip to reduce out-of-pocket costs like towing,” a Turo spokesperson told me.
Still, charging you a $500 deductible for a tire that was clearly worn out seems wrong.
You might have appealed this to an executive at Turo. I publish the names, numbers and email addresses of key customer service managers at Turo on my advocacy site, Elliott.org.
I contacted Turo on your behalf. I shared your photos of the bald tires. Turo reviewed your file again.
“After reviewing all available information related to this incident, we can confirm the guest was fully refunded for the trip and any related damage charges,” the spokesperson said.
Turo returned your $500 damage deposit and refunded the $304 cost of your rental. But it did not cover the towing or car service expenses, sticking to its policy on roadside assistance.
I’m glad you got some of your money back. But there is a lesson here for everyone: Before you drive a rental car off the lot, check the tires. Turn the wheel so you can see the tread. If it looks worn, ask for a different car.
And consider paying a little extra for roadside assistance. It might cost a little more up front, but it can save you a small fortune in the long run.
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