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

Customers of a car rental application go on to flip to Channel 2 Action News right after currently being fined for using tobacco in autos and kicked off the platform.

The problem: They say they are nonsmokers and had been never ever offered a chance to dispute the rates.

Channel 2 buyer investigator Justin Gray very first documented on concerns from shoppers of the Turo app in March.

Considering the fact that then, we have constantly been hearing from consumers with strikingly equivalent tales.

Turo features primarily like Airbnb, but for autos. Turo says it has a zero-tolerance plan for smoking cigarettes. But prospects tell us some car or truck homeowners show up to be exploiting that coverage.

Joselyn Dexter rented a Jeep Wrangler for her solo holiday to the softball college world series. The previous university player claims it was a aspiration vacation and she gave the car a 5-star rating.


The problem arrived when she was on the flight home and gained an electronic mail from Turo.

“I got an electronic mail that claimed generally you’ve been kicked off the application, you violated our insurance policies and you have been despatched to collections,” Dexter claimed.

That’s the similar electronic mail other consumers who have reached out to Channel 2 Motion News been given. All of them were sent to collections with a approximately $300 demand.

Metro Atlanta instructor Josh Dempsey explained he’s hardly ever smoked a working day in his daily life. But the Turo host claimed he remaining cannabis paraphernalia in the auto following his Nevada trip.

“Do I want to spend $300? I’m a teacher. No. Each little bit matters to me, but am I going to enable you attack my character?” Dempsey claimed.


Matt Myrvik said the host had originally presented him a 5-star assessment when he returned his Turo rental at Hartsfield-Jackson International Airport.

It was only following Myrvik messaged the host that he was heading to give a destructive evaluation that he was claimed for cigarette smoking in the auto.

“Now my 3-star evaluate is totally gone and when you glimpse at profiles, he has a 5-star ranking,” Myrvik explained.

In Dexter’s case, the photographic proof of the smoking cigarettes shows a smaller piece of paper the dimensions of a fingernail and a small twig that Turo said is cannabis.

“Maybe I have been lacking out. I’ve under no circumstances taken a photograph of an odor. I would like to know who has. I don’t understand how those shots establish anything at all. I never know how to show I did not besides for my have term and personal integrity,” Dexter said.

She claimed not only does she not smoke, but also she experienced the auto skillfully cleaned prior to returning it.

Turo is standing by its final decision in Dexter’s situation. A spokesperson advised Channel 2 Motion News that those images are proof of smoking. Turo stated buyers can safeguard themselves by documenting the issue of the motor vehicle when they return it.

Turo explained in a statement:

“We have a no-smoking policy to retain the private residence of our hosts guarded. We also have a comprehensive journey pictures guideline for attendees, so they may possibly prevent any promises. In this instance, the host supplied picture proof of a smoking violation, and the guest had not presented article-excursion pictures.”

Vacation expert Victoria Walker reported startups like Turo often do not have the staff for investigating these issues that much more standard firms do. That is why she said vacationers require to protect them selves.

“For travelers, they truly are heading to be on their p’s and q’s in phrases of documenting each individual solitary instance from the time they e-book right up until the time they return the rental,” Walker said.

Channel 2 buyer advisor Clark Howard gave the exact assistance. As with a classic auto rental organization: thrust back again, even if it usually means you have to go to arbitration or modest promises court docket.

“Administratively, they are the decide, the jury, the prosecutor and no one is standing up for you. You have to stand up for you,” Howard explained.

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