Overview

• Latisha Thompson was initially billed $500 for bubbling and peeling paint on a Hyundai Sonata she rented after declining Turo’s optional protection.
• Journalist Christopher Elliott contacted Turo on Thompson’s behalf, prompting an email that closed the claim and waived the fee “at the present time.”
• Under Turo’s rental agreement, renters are liable for all physical damage during a trip regardless of fault unless they buy extra coverage.
• The platform urges users to document vehicle condition with before-and-after photos using its in-app Trip Photos feature to challenge disputed claims.
• The phrase “at the present time” in Turo’s response signals that closed claims may reopen if renters lack coverage or sufficient documentation.