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Woman Books Turo For California Trip. Then Her Host Files A Jaw-Dropping Complaint Against Her: ‘The Next Airbnb’

“I’ve never heard a good Turo story."

Woman books Turo for California trip. Then her host files a series of jaw-dropping complaints

Photo by: bayliemerrill & appshunter.io

Alexandra Samuels

By: Alexandra Samuels

Apr 19, at 8:00pm ET

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A woman claims she was nearly scammed out of $160 after renting a car through Turo.

Baylie Merrill (@bayliemerrill), who lives in Utah, said she and her husband used the platform, which allows private car owners to rent out their vehicles, for a weeklong trip in California.

At first, she said, everything went smoothly. The host was responsive and easy to work with, and Merrill said the listing had “lots of good reviews.” She even flagged an issue with the car’s brakes during the trip, which she said the host acknowledged.

The problems didn’t start until after the car was returned, per her account.

Merrill said she dropped off the vehicle, took photos, and left a positive review, expecting the trip to end without issue. As of this writing, her video has drawn more than 152,100 views.

What Is Turo?

Turo is a car-sharing platform that lets people rent vehicles directly from other car owners instead of going through a traditional rental company.

It works a lot like Airbnb, but for cars. Hosts list their vehicles on the app or website, and renters can choose from a wide range of options, from everyday cars to luxury or specialty models.

One of the biggest differences is that you know exactly what you’re getting. You’re not reserving from a general category; instead, you’re choosing the specific car you’ll actually be driving for the duration of your booking.

There’s also a convenience factor. Many hosts offer delivery to airports, hotels, train stations, or other locations, which means renters can skip the counter and go straight to the car.

According to Turo’s website, the service operates in several countries, including the US, Australia, and France, and the UK, as well as parts of Canada, and it offers protection plans for both hosts and renters, along with roadside assistance.

At the same time, it comes with tradeoffs. Because you’re renting from an individual rather than a company, experiences can vary.

That said, for many people, the appeal is the flexibility and the ability to get a specific car. But as Merrill’s experience shows, the setup can also leave more room for disputes if something goes wrong.

What Happened With Her Turo?

After returning the car, Merrill said the host reported to Turo that she and her husband had smoked in the vehicle—something she said didn’t happen.

“Keep in mind, during our trip, we got a $150 ticket … for expired registration,” Merrill said, pointing to another issue that came up during the rental. She said she alerted the host to the registration issue and questioned whether the later charge was tied to it.

“We get charged $160 a couple of days later,” she said. “And it’s because she says we were smoking in the car and she’s uploaded pictures of cigarettes in the cupholder.”

Merrill pushed back on the claim, saying neither she nor her husband smokes. She also questioned whether the images had been altered and noted that her young child was in the car throughout the trip.

At first, she said, Turo appeared to side with the host.

“How many people has she done this to?” Merrill asked.

She initially considered disputing the charge through her bank, but said the situation shifted after her video gained traction online. In a follow-up clip, Merrill said Turo stepped in, reviewed the case, and ultimately refunded the charge.

She added that the company also looked into whether the host had made similar claims against other renters.

Merrill said it was difficult to challenge the accusation, given the host’s positive reviews and what she described as a tendency for platforms like Turo to defer to car owners. Still, she said the outcome changed once she was able to escalate the issue.

“Once we were able to talk to somebody with a little bit more authority, they made everything right,” Merrill said, adding that she would still consider using Turo in the future.

Commenters Share Experiences With Turo

Merrill isn’t the only one with a story like this. In the comments, other viewers said they’ve had their own issues with Turo.

“I’ve never heard a good Turo story,” one man said.

“Turo is becoming the next Airbnb,” another user added, pointing to similar complaints that have followed that platform.

“I had a Turo get towed once because the registration was expired,” a third person wrote. “It was an AWFUL ordeal.”

“Enterprise all day,” a fourth woman said, suggesting another car rental option. “This is awful, I’m so sorry.”

“I got scammed, and they did absolutely nothing,” a fifth commenter shared.

Others focused on how the host in Merrill’s case was able to keep renting out her car at all, given the issues described.

“Not just that, but if her registration has lapsed, doesn’t that mean the car can’t be insured..??? How is Turo ok with that??” one person asked.

“Why’s her car even allowed on Turo if the registration’s expired,” another questioned.

Some said situations like Merrill’s are exactly why they avoid peer-to-peer platforms altogether.

“Airbnb and Turo are horrible apps,” one person said.

What do you think?

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“These kinda things are exactly why Airbnb bookings and car rental platforms are dying, while hotels and major rental chains are making a comeback,” another added. “I LOVE Enterprise.”

Motor1 has reached out to Merrill via direct message on TikTok and to Turo through email. We’ll update this story if we hear back.

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