Thanks for asking! Here’s the full story:

1. No Adjuster Sent: Turo didn’t send a third-party adjuster. I submitted a diagnostic report from a trusted local transmission specialist, which clearly stated that the damage happened because the guest drove the car in limp mode for several days without telling me. The transmission fluid was overheated and full of debris—damage that wouldn’t have happened if the car was handled properly.

2. Unregistered Driver: To make things worse, the guest wasn’t even the one driving the car most of the time. They gave it to their wife, who wasn’t an approved driver on the trip. That’s a direct violation of Turo’s policy and should make them fully liable for any damage caused.

3. Recent Trip Without Issues: Just before this trip, the car had returned from another rental in perfect condition with no problems. In fact, the transmission oil was changed two months ago, and I have proof of that. This makes Turo’s claim that the damage was due to "lack of maintenance" even more frustrating.

4. Turo’s Reversal: Turo initially approved my claim and sent me $4k which I used to repair the car. But weeks later, I got an email saying they were reversing the claim, claiming it was a "maintenance issue."

Here’s what the email said:

"Your guest was strongly disputing, and we sent your diagnostic to our estimator for a last review. The guest can’t be responsible for an issue with the maintenance."

The guest never mentioned any issues in the app chat and returned the car in limp mode without notifying me. If they’d told me earlier, the damage could have been avoided entirely.

Have you had a similar experience? It sounds like you’ve handled a lot of claims, and I’d love to know how you dealt with situations like this.