December 2, 2022

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Automotive rocks

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


Prospects of a motor vehicle rental app continue on to turn to Channel 2 Action News right after being fined for smoking cigarettes in automobiles and kicked off the platform.

The issue: They say they are nonsmokers and ended up under no circumstances offered a possibility to dispute the expenses.

Channel 2 client investigator Justin Grey initially claimed on concerns from clients of the Turo app in March.

Since then, we have constantly been hearing from consumers with strikingly related tales.

Turo capabilities fundamentally like Airbnb, but for cars and trucks. Turo claims it has a zero-tolerance coverage for smoking. But shoppers tell us some auto owners show up to be exploiting that coverage.

Joselyn Dexter rented a Jeep Wrangler for her solo holiday vacation to the softball university earth series. The previous university participant says it was a desire holiday and she gave the motor vehicle a 5-star rating.


The difficulty arrived when she was on the flight household and received an electronic mail from Turo.

“I acquired an email that reported basically you’ve been kicked off the app, you violated our insurance policies and you have been sent to collections,” Dexter reported.

That’s the exact email other consumers who have arrived at out to Channel 2 Action News acquired. All of them were sent to collections with a almost $300 charge.

Metro Atlanta trainer Josh Dempsey reported he’s never smoked a working day in his everyday living. But the Turo host claimed he remaining marijuana paraphernalia in the vehicle after his Nevada holiday.

“Do I want to pay $300? I’m a instructor. No. Just about every bit issues to me, but am I heading to let you attack my character?” Dempsey explained.


Matt Myrvik reported the host experienced originally supplied him a 5-star critique when he returned his Turo rental at Hartsfield-Jackson Global Airport.

It was only soon after Myrvik messaged the host that he was heading to give a negative assessment that he was reported for using tobacco in the motor vehicle.

“Now my 3-star assessment is fully long gone and when you seem at profiles, he has a 5-star score,” Myrvik reported.

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

“Maybe I have been lacking out. I have never taken a image of an odor. I would like to know who has. I really don’t realize how individuals pictures prove nearly anything. I do not know how to confirm I did not besides for my personal phrase and very own integrity,” Dexter stated.

She reported not only does she not smoke, but also she had the motor vehicle skillfully cleaned right before returning it.

Turo is standing by its conclusion in Dexter’s case. A spokesperson told Channel 2 Action Information that these photos are proof of smoking. Turo claimed customers can guard on their own by documenting the affliction of the automobile when they return it.

Turo mentioned in a assertion:

“We have a no-smoking coverage to retain the own assets of our hosts guarded. We also have a in depth excursion shots guideline for attendees, so they may perhaps protect against any claims. In this instance, the host offered photo evidence of a smoking violation, and the guest experienced not offered article-trip photographs.”

Vacation pro Victoria Walker reported startups like Turo typically do not have the staff members for investigating these issues that much more regular corporations do. That’s why she mentioned travelers need to have to guard themselves.

“For vacationers, they truly are heading to be on their p’s and q’s in terms of documenting every single solitary occasion from the time they e-book until the time they return the rental,” Walker mentioned.

Channel 2 purchaser advisor Clark Howard gave the exact advice. As with a classic car or truck rental enterprise: thrust back, even if it indicates you have to go to arbitration or tiny promises courtroom.

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

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