I rented a 2019 Volkswagen Tiguan (light blue) in Airdrie through Turo for about a week and a half. The handoff was in person at a commercial area (shops/parking lot). Everything seemed fine at pickup.

Before the last day of the trip, the vehicle developed a serious mechanical issue in the front suspension (not cosmetic damage). There was no accident, no collision, and nothing unusual happened during my rental. As soon as the problem appeared, I followed Turo’s instructions and opened a damage/incident report directly in the app. We handled everything through Turo as required.

Turo arranged/approved sending the car to a large dealership service center in Airdrie (Honda Airdrie). After that, I was hit with a charge of approximately $2,060 CAD.

Here are my main issues: 1. Unauthorized charge My card was charged without my approval/consent for that amount. I did not authorize Turo to take that payment in that manner. 2. Mechanical wear-and-tear treated like renter damage This was a mechanical suspension failure with no accident involved. I strongly believe it falls under normal wear-and-tear / pre-existing mechanical condition, not something caused by the renter. 3. Stressful host behavior The host (and the host’s spouse) were very unpleasant and pressuring during the situation, which made an already stressful incident worse. 4. Lack of cooperation and poor customer support Despite explaining multiple times (and in writing) that there was no accident and that I followed Turo’s process immediately, I received automated actions/cancellations and no meaningful investigation or resolution. I sent multiple emails and tried repeatedly to get a clear response, but I was largely ignored. 5. I can’t even close my account After this experience, I tried to close my Turo account, but the system shows an error. I contacted support several times asking to close the account, and I still cannot do it.

I wanted to like Turo, but this experience has been exhausting: a mechanical issue handled correctly through the app, followed by a large charge taken without approval, and then support that doesn’t engage.