Turo

User Experience Report

February 14-23, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

Unlock all insightsSign in

Join our next webinar, no camera needed

Turo

Top Insights This Week

February 14-23, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Right-facing arrow

All Insights

Dashboard mockup

TOP INSIGHTS

A weekly roundup of Turo's key feedback

1

Host Issues

Many users report issues with hosts, including unexpected charges and lack of support from Turo. This creates a perception that Turo sides with hosts over customers.

2

Pricing Issues

Many users report issues with hosts, including unexpected charges and lack of support from Turo. This creates a perception that Turo sides with hosts over customers.

3

Customer Support

There are numerous complaints about hidden fees and pricing discrepancies, which make the service more expensive than expected. This affects trust and transparency.

4

Account Restrictions

Users experience account restrictions and bans without clear explanations, leading to confusion and dissatisfaction. This affects user trust and retention.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Getaround
Getaround has mixed reviews, with some users praising its convenience and affordability, while others criticize the app for poor customer service and issues with the verification process. The platform is seen as a good option for short-term rentals, but improvements in customer support are needed.

#2 RUNNER UP

HyreCar
HyreCar receives mixed feedback, with users appreciating the flexibility it offers for rideshare drivers. However, some users report issues with vehicle availability and customer service, indicating room for improvement in these areas.

#3 Straggler

Avail
Avail has mixed reviews, with users appreciating the contactless rental process and competitive pricing. However, some users experience issues with vehicle maintenance and customer service, suggesting that while the concept is appealing, execution can be inconsistent.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Getaround
#1 Users Choice
Getaround has mixed reviews, with some users praising its convenience and affordability, while others criticize the app for poor customer service and issues with the verification process. The platform is seen as a good option for short-term rentals, but improvements in customer support are needed.
HyreCar
#2 Runner-up
HyreCar receives mixed feedback, with users appreciating the flexibility it offers for rideshare drivers. However, some users report issues with vehicle availability and customer service, indicating room for improvement in these areas.
Avail
#3 Straggler
Avail has mixed reviews, with users appreciating the contactless rental process and competitive pricing. However, some users experience issues with vehicle maintenance and customer service, suggesting that while the concept is appealing, execution can be inconsistent.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn moreBook a call

Join our next webinar, no camera needed

Nuggets

Major Highlights of the Week

Host Charges
Implement a transparent and fair dispute resolution process for host-imposed charges to ensure customer satisfaction and trust. This will help address concerns about hosts charging for damages or fees unfairly.
Pricing Issues
Introduce a more flexible pricing model that allows hosts to set and adjust prices easily, without unexpected changes by the platform. This will help hosts manage their listings better and avoid customer dissatisfaction.
Customer Support
Enhance customer support by providing clear communication and faster resolution times. Consider implementing a dedicated support line for urgent issues to improve customer experience and trust.
Account Restrictions
Review and improve the account restriction process to ensure transparency and provide clear reasons for any bans or restrictions. This will help maintain user trust and reduce frustration.
Spam Notifications
Allow users to customize notification settings to reduce unwanted spam. This will improve user experience and prevent app uninstalls due to notification overload.
Insurance Clarity
Provide clear information about insurance coverage and options available to users. This will help users make informed decisions and reduce confusion about coverage limitations.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Host Charges
Implement a transparent and fair dispute resolution process for host-imposed charges to ensure customer satisfaction and trust. This will help address concerns about hosts charging for damages or fees unfairly.
Pricing Issues
Introduce a more flexible pricing model that allows hosts to set and adjust prices easily, without unexpected changes by the platform. This will help hosts manage their listings better and avoid customer dissatisfaction.
Customer Support
Enhance customer support by providing clear communication and faster resolution times. Consider implementing a dedicated support line for urgent issues to improve customer experience and trust.
Account Restrictions
Review and improve the account restriction process to ensure transparency and provide clear reasons for any bans or restrictions. This will help maintain user trust and reduce frustration.
Spam Notifications
Allow users to customize notification settings to reduce unwanted spam. This will improve user experience and prevent app uninstalls due to notification overload.
Insurance Clarity
Provide clear information about insurance coverage and options available to users. This will help users make informed decisions and reduce confusion about coverage limitations.

Quotes of the week

Hear from some of the most impactful users to drive changes

Turo changed their app to adjust your pricing as a host, and they don’t give you an option to adjust it unless you want to go in and daily change the price. Someone booked my car for $500 for a month based on pricing Turo set without my knowledge. When I called Turo to ask them to cancel it, they told me there will be a cancellation penalty.
Candice Wu
App Store
Rented a truck, got 30 minutes late. Informed the host however he didn’t respond. After I gave him 5 star review, he charged me $65 for not bringing truck on time. Biggest drawback of Turo is they don’t support customers much. They only want their host to be satisfied.
Kelly Williams
Google Play
I downloaded the app today and tried to book a car for tomorrow. When I tried to book a car that I liked, it gave me an error at checkout saying I am ineligible to book any cars. I contacted customer support, and the guy said that my account has had a restriction put on it and he can’t disclose why. I received an email saying my account has been banned for 2 years and they can’t disclose the reviewing process.
Koray Okumus
Google Play

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to salesGet started

Join our next webinar, no camera needed

Start your 14-day free trial today.

The quotes of the week

Hear from some of the most impactful users to drive changes
Turo changed their app to adjust your pricing as a host, and they don’t give you an option to adjust it unless you want to go in and daily change the price. Someone booked my car for $500 for a month based on pricing Turo set without my knowledge. When I called Turo to ask them to cancel it, they told me there will be a cancellation penalty.
Candice Wu
App Store
Rented a truck, got 30 minutes late. Informed the host however he didn’t respond. After I gave him 5 star review, he charged me $65 for not bringing truck on time. Biggest drawback of Turo is they don’t support customers much. They only want their host to be satisfied.
Kelly Williams
Google Play
I downloaded the app today and tried to book a car for tomorrow. When I tried to book a car that I liked, it gave me an error at checkout saying I am ineligible to book any cars. I contacted customer support, and the guy said that my account has had a restriction put on it and he can’t disclose why. I received an email saying my account has been banned for 2 years and they can’t disclose the reviewing process.
Koray Okumus
Google Play

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

Whatsapp logo
Gmail logo
SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Gmail logo

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

14 day free trial of paid features

⁠Migrate your feedback in one-click