Emily Sortor  |  February 14, 2020

Category: Fees

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Car bumper damageA class action lawsuit accuses Turo, a peer-to-peer car rental company, of wrongfully charging customers undisclosed fees. 

The Turo class action lawsuit was filed by Honan Yang, an Illinois resident who says he rented a 2015 Hyundai Sonata through Turo.

Allegedly, he was unfairly assessed fees for damage to the vehicle, as well as fees for appraisal and processing.

According to Yang, on Oct. 15, 2019 he paid $127.15 to rent a vehicle for three days. He says he picked up the vehicle in Los Angeles on Nov. 2, 2019 and drove the vehicle locally, for less than 100 miles. and then returned it to the same location. Yang claims that he returned the vehicle in the same condition it was in when he rented it.

The Turo fees class action lawsuit goes on to state that after Yang returned the vehicle, it was inspected inside and out. Allegedly, the owner of the vehicle did not note any damage at that time, because there was none. Yang says the owner accepted the keys from him at that time.

According to the Turo car rental damage fee class action lawsuit, Yang returned to Illinois and a few days after his return he received an email from Turo, stating that the owner had reported damage to the vehicle’s front bumper.

The email reportedly noted there had been no prior notice of the damage, saying “I know this may come as a surprise.” Yang alleges that the email falsely assured him not to worry.

The car rental unexpected fees class action lawsuit went on to say that the email explained that a “superficial scuff mark” had been found on the lower bumper. The email then stated that Yang had been assessed a charge of $576.86 for damages, plus fees of $75 for appraisal and processing. Yang says that Turo then debited Yang’s account for that amount.

Yang claims that he disputed the charges, denying he had damaged the vehicle. He allegedly received a second email that “conceded that such surprise damage claims are not uncommon.” Allegedly, the email claimed that it was “not uncommon for damage to go unnoticed.” 

Yang argues that the appraisal and processing fees were not disclosed to him until after he returned the vehicle, and argued that these fees are not related to real costs or services performed by the company, and are therefore unreasonable.

The Turo undisclosed fees class action lawsuit asserts that Yang’s experience is like that of many other Turo customers, who say that they were similarly charged for damage and fees that were not disclosed.

Yang cites many customer reviews that claim Turo’s customer support is not helpful in resolving this issues, and uses this to argue that Turo makes a practice of unfairly charging fees.

Have you rented a car through Turo? Tell us about your experience in the comments section below.

Yang is represented by William M. Sweetnam of William M. Sweetnam LLC.

The Turo Undisclosed Fees Class Action Lawsuit is Honan Yang v. Turo Inc., Case No. 1:20-cv-01049, in the U.S. District Court for the Northern District of Illinois, Eastern Division.

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120 thoughts onTuro Class Action Says Customers Charged Undisclosed Fees

  1. Aimee M Miley says:

    I have rented from Turo for a long time. I was involved in an accident where a motorcycle tried to pass me going about 86mph according to ;olive and ran into drivers side passenger door causing damage to the door and breaking a window. Host said he was going after other party. Well Turo tried taking 500.00 every day for 2 weeks from my card on file. Also Turo is definitely price Gouging as they raised trip fees 100 percent to equal now the same amount the host charges. I have now a Special Investigator with The Florida Attorney General’s Office and he is going after the, too. PLEASE ADD ME TO LAWSUIT. I HAVE ATTORNEY GENERAL BEHIND ME ALSO

  2. Asia says:

    I rented a car with Turo from November 2 to November 8. I was put into three different cars due to the inconvenience of the host Carlos the first car I actually booked was $35 a day and he did not have it but he did say that he could still accommodate me and put me in a vehicle similar and at the same price so I still arrived to do the rental with him . I received a Kia soul for the second through the seventh and the price completely changed. I was paying $52 a day. Once I looked at the billing what they charge me then he called me on the day that I wanted to extend the vehicle and told me that the car was reported stolen into return it as soon as possible, and he will put me in another car, so I did that I return to his home to pick up another car and once I picked up that car I paid for the extension that day and Turo told me that I still had to pay for the extension again because he had to swap the car so the reservation started over so that way it would cost me more money instead of the original price. I kept the car an paid again but an the host Carlos told me he would update the price, an he did not so I ask him to come an get the car asap because I’m not understanding why I’m still paying $52 a day an was supposed to be 35$ a day with my original price from my booking that Carlo didn’t even have the car now my car has been charged 529$ for 5 days for a rental I’m not sure how Turo allowed this but my reservation was change three times because of the host having issues with his cars. Idk what to do because Turo isn’t doing anything to help

  3. Alysia Streeter says:

    I too am a victim of Turo! I rented Vernon’s 2013 BMW 5 Series via Turo. I rented this vehicle back on May 2023. I put a small scrap to the bottom of the bumper (no dent) simple buff and polish could’ve did the job but noooo they wanted to charge me for an entire bumper! The scratch was so small you could barely see (I’m just so paranoid & honest) I told on myself. I asked the host for a quote he said Tuesday May 30th 10:03am Vernon advised me “I will take it this week and get an estimate probably Saturday – Tuesday” I let him know that would be perfect due to the timeframe still being within the opportunity to rate my experience with his car. My last day to rate the driver was Wednesday 06/7/2023 and Vernon didn’t send me the estimate until Thursday JUNE 8th, 2023,approximately 2 days after the date he said he would give me the quote and didn’t even reach out to advise he had a delay with getting the quote. Vernon sent me the invoice on Thursday JUNE 8th, 2023, and I immediately reached out to the estimator because it was asking me to pay for an entire bumper but didn’t have a reason on why the entire bumper needs to be replaced over the small scratch. The estimator refused to give me a valid reason as to why the entire bumper needs to be replaced saying that this is between me, and Vernon and he doesn’t want to get in the middle. I asked him just information on how he came to his discission which he should be able to answer without push back since he is the one the one that conducted the investigation on the car. He later stated on the call that the issue wasn’t with the scratch as that can be buffed out. I advised Vernon that I reach out to the location that made the estimate and advised that it’s not adding up. Next day I got a response on Friday June 9, 2023, from Vernon stating that the reflector was gone. I have videos and pictures of the car and wanted him to show before and after to confirm that it came off during my rental period which he did not provide. My insurance company called me regarding the accident (which I didn’t want them involved) stating that I have a claim open, so I stopped communicating with Vernon and Turo and just communicated with my insurance company. I advised my insurance company of my concerns and stated I didn’t want a payment made until this has been reviewed. I went to Jamaica and they attempted to take $1000 from my credit card and they blocked the charge so they tried my Wells Fargo and put it under “reoccurring charges” and pulled the funds from my account. I found out when my card declined trying to buy shorts to ride the horse in the water in Jamaica (luckily I was with my sister) Turo never got authorized to charge that card. It was on file from a previous rental and since they couldn’t get the money off one card they charged the other. They act like the care over the phone than turn around and send you threatening emails. They customer service is foreign so they really don’t give 2 “cramps” about anything you have to say as long as they get they money. The host tried to charge me with a speeding ticket through a school zone. When I was there school was out and the ticket was from April and I rented the car in May so Turo had to void it out. They are a big scam!!! Please add me !!!

  4. Drew G says:

    Hello, on my second ever tour rental I rented a white Tesla in Palm Beach Florida. Not only did the Toro host change the rules after I agreed to them. He provided a Toro that was unsafe with a very legal tent and handed a car over with expired license plates. He also engaged in secretly filming me. driving the car with the Tesla app. he did this all without my consent. Also, Touro agreed to not charge a cleanup fee because I got a flat tire and a a charge fee. However, 12 hours later I get a message saying I’m being charged a pet fee. Nothing in the car rules said no pets. He added no pets in a message after I agreed to the Toro, and picked up the car, which was a total bait and switch. I agreed to take my responsibility for damage and fix the flat tire, even though he didn’t deliver a card that was safe on the road because you could not see out the tinted windows at night. This Torah host appears to engage in a behavior of listing the car, changing the rules and fees, and seeking compensation to make more money off of it. Also, this Toro host engages in a behavior of filming people without consent, and had exhibited signs of drug use. Also, Toro does not care to update his rating to show his, manipulative fee, sucking behavior. In the state of Florida to film someone in a private location or at their residence Is a class three felony. Florida is a two state consent state. Also, while waiting for Toro to send roadside assistance, I was assaulted and felt incredibly unsafe, and Toro told me it was my responsibility to stay there, which was incredibly traumatic, especially being a trauma survivor.

  5. Erin says:

    Another frivolous claim from 2022 in California. We being charged $5000 for scuff marks from luggage that are supposedly over 3 inches on the car’s interior. 1st Turo sided with us and said sorry to bother us. Then they can back months later saying we owe them $5000 after a specialized team reviewed the scuffs. This is extortion from the host!!! Since when are people charged $5000 for normal wear?

  6. Courtney Deming says:

    I used the Turo car sharing in a Florida Beach Community. We rented a Jeep Wrangler to drive on the beach. After one day at eh beach (it rained the rest of the time) we had some sand in the vehicle. Our flight was early in the morning so we didn’t have much time. After reading their cleaning policy, it seemed that sand on the interior and exterior that could be removed with vacuum and carwash was ok, so we returned the vehicle after a small amount of cleaning. The renter rated us highly and I did the same. Then several days later they sent the fee for cleaning. The pictures were taken at the airport, so clearly no attempt to clean was done. I don’t dispute the condition I left it in, I dispute that anything more than a cleaning was needed. If anything more was needed, then they should provide me with documentation. A $150 fee was charged with additional processing fees for a total of $165.

  7. Cheri Drake says:

    Turo sucks, after I returned the car a day later the hosts charged me a $150 cleaning fee. The car was not dirty, but the day before the host texted me to ask if I was going to keep the car an additional day because he needs to make payroll for his detail crew. Then I get slammed with an additional charge. And Turo sided with the hosts because he is a 5 start host. And Turo said they cannot verify the accuracy of the pictures that the host send it. So a host can send old pictures and Turo would never know.

  8. Justin Y says:

    I have the same experience and they want to charge me $500+ for alleged damage.

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