TLDR: Turo car broke down in the woods 2 hours away from anyone or anything city. Turo left us out there for 3 days after false hope saying they’re sending tow trucks. No food or water

September 30th: Picked the car up at 9:30am from L Drove back to my apartment to pack the car some camping items and on the way there noticed the car veered to the left slightly, not a big issue, I assumed the alignment was off 3 hours into the drive we noticed the steering wheel locking up slightly but assumed it was because of the alignment At 4pm the situation worsened so we messaged the host, she asked if we wanted to return the car and cancel the trip. We were 4 hours away from Toronto at this point After pulling into Killarney national park (prior to registering the campsite) the situation worsened so we messaged the host, she asked if we wanted to return the car and cancel the trip. We were 4 hours away from Toronto at this point After we registered our camp site we drove across the parking lot to pick up 2 bags of wood Once returning to the car to drive to our campsite the steering seized up and completely stopped working, the dash displayed a message stating “POWER STEERING ASSIST FAULT” , we noticed someone with the same car in the parking lot and asked them to come and take a look as we were unfamiliar with this make and model, he let us know that it was an electrical issue and not a power steering fluid issue since the car does not take any fluid We messaged the host again asking if she was able to send CAA and she replied stating “I don't think so” At 4:07pm we messaged her again to let her know that the steering does not work at all and we were completely stranded She replied saying “so the cars not drivable now?” to which we replied stating that it was not The host then proceeded to let us know that she did not think CAA would be able to handle this situation 4:13pm she stated that we needed to call turo for further support to have the car towed At this point we call turo support letting them know the situation. We spoke to Diana a customer service representative, after some back and forth she told us a tow truck would be there in 60minutes to tow the truck to a mechanic to be repaired and then back to us After waiting about an hour to an hour and a half we called Turo back and spoke with Diana again and told us she still hasn't dispatched a tow truck At this point were still waiting at the front of the park, and were beginning to get worried because it will be dark within the next hour or two, we still haven't set up our campsite and we have minimal water, no ice to keep the food we brought cold, and not enough food for the entire trip as we were planning to drop off our camping supplies and go into town to pick up food, water, ice, and extra supplies. October 1st: Subject: Urgent: Immediate Assistance Required for Stranded Rental Vehicle Dear Turo Support, I am writing to urgently address a serious issue with the vehicle we rented through your platform. While driving, the car malfunctioned, and the dashboard displayed a "Power Steering Assist Fault" warning. After some research, we discovered that this is an electrical issue, and this particular model has been recalled for the exact problem we are experiencing. Last night, while we were stranded in the woods with limited food and water, I contacted Turo customer service for assistance. The representative I spoke with refused to provide her name for reference but assured us that a tow truck would be dispatched to take the vehicle to a We then receive a call from Day n Night towing company, spoke with Paulo letting us know that he spoke to Turo support and he was wanting on payment conformation, but until Turo sends the payment he is unable to do anything At this point panic set in, so we attempted to drive the car very slowly to our campsite and set up camp before the sun fully set As were still waiting on a call back from Turo Support, we decided to call back ourselves once again and were put on hold for long periods of time despite letting them know we didn't have the best service and our phones were dying We then asked if we could be transferred to a manager where we were told there was no one else we could speak to, we were told again that there would be a tow truck in 60-90 minutes that will bring it to a mechanic and bring it back once fixed Shortly after we received another call from Day n Night Towing letting us know that Turo has now asked him to tow the car back to Toronto without letting us know and without us, this would leave us completely stranded hours away from home with depleting food and water We called Turo expressing our frustration and desperation in this situation where it was met with little to no care or understanding of the severity of the situation, they proceeded to offer us $250 off another rental car despite us letting them know the closest city was 1.5 hours away and a rental would be around $800 We then say to diana that there's nothing she can do to help us and she said no We called Day n Night towing again and Paulo let us know he still hasn't heard anything from Turo and still has not received payment We gave up as it was getting late and both of our phones were below 10% battery and decided we will try calling Turo again in the morning Sent claims [email protected] an email at 8:41am, called at 10:00am, tweeted them at 11:56am and sent them a direct message on instagram at 11:52am (See below)

Subject: Urgent: Immediate Assistance Required for Stranded Rental Vehicle Dear Turo Support, I am writing to urgently address a serious issue with the vehicle we rented through your platform. While driving, the car malfunctioned, and the dashboard displayed a "Power Steering Assist Fault" warning. After some research, we discovered that this is an electrical issue, and this particular model has been recalled for the exact problem we are experiencing. Last night, while we were stranded in the woods with limited food and water, I contacted Turo customer service for assistance. The representative I spoke with refused to provide her name for reference but assured us that a tow truck would be dispatched to take the vehicle to a local mechanic for repairs and then return the vehicle to us so that we could complete our trip. Since we are currently five hours away from Toronto, this was the only viable solution for us. However, after waiting for hours, I made several follow-up calls, only to be informed that the tow truck had not been called and that it was not Turo’s responsibility if we were stranded. Shortly after, we were contacted by the tow truck driver, who informed us that he had been instructed to tow the vehicle all the way back to Toronto without notifying us. This situation is unacceptable. We are still stranded in Killarney, with low phone service and rapidly depleting phone batteries. I am unsure whether the severity of our predicament has been fully understood or simply overlooked, but we are reaching a point where we may have to consider legal action due to the negligence we’ve experienced. We ask that you urgently address this matter and provide a remedy. We need immediate assistance in either retrieving the vehicle or arranging transportation back to Toronto, as we have no other way to return. Please respond as soon as possible, as our situation is dire. Sincerely, Xxxxxx My partner also posted an instagram story letting her friends and family know that we were stranded with limited resources and Turo was not helping us The call at 10:00am was with Sophia who told us a tow was dispatched and that a manager would call us before the afternoon We texted the Day N Night towing company Paulo asking if we would be able to ride in the tow if he's towing it back to Toronto and any updates on the situation, he said yes but he still hadn't heard anything from Turo or received a payment At 12:17pm we messaged the host asking if she's heard anything from Turo to which she states she has not and asks us to the car towed to a mechanic in Brampton We called Turo back at this point and without saying anything but my name Diana knew exactly who I was and told us once again a tow was being dispatched After going back and forth once again with Diana she's letting us know that there's not much Turo can do to help us other than letting us know once again a tow was on the way with no reassurance that we would be allowed in the car, when we asked if there was actually one on the way she didn't answer, then my partner asked at this point what should we do because if were left here with no car, we will run out of water and our food is already going bad and should we call the police to which Diana responded “yes probably” We then hike to the front of the park to the office where we ask the front desk workers how much a cab to the nearest city would be or if there was anyway to town to which we were informed it would be about $400 Turo was no help at all, we were at the point where we were about to hitch hike to the next city (Sudbury, 1hour 45minutes from our destination) since a cab company would need a credit card to confirm a ride With minimal service, we got a friend to post to facebook asking for help At around 1:41pm we received a call from Ashmi from Turo support letting us know she saw our social media message and was going to help us from this point moving forward, she let us know that she would call us in about an hour once she had a tow truck secured We got a call from Turo Support from Daniel letting us know we would have a tow truck arriving in 90minutes, so we packed up our whole campsite and the car and hauled it to the front thinking there was a tow truck on the way We get another call from Turo Support and spoke with Tracy who asked the postal code of Killarney Park, however we didn't have any data that was working and our service was already slow so we told her she could look it up if she googles Killarney National Park and she hung up on us At 2:48 we received an email from Ashmi letting us know they escalated the tow and that we would like to ride in the tow and to be dropped off in Schomberg and that they will let us know when the tow is on the way and that she will review the trip reimbursement and compensation and she will call us in about an hour to update us We realize there's no tow confirmed at this point after packing up our campsite and carefully driving the car back to the front We emailed Ashmi back at 3:53PM since we still haven't had a call back and let her know that we called Turo again and it would be about an hour before the tow company would be there We called the police at 5:06 to let them know our situation as we were becoming increasingly concerned that no tow truck company was actually coming, and because Diana had told us it would be a good idea earlier and we felt helpless We then got a call from Daniel from Turo confirming a tow truck was 90 minutes away Shortly afterwards Day n Night Tow called us letting us know that they wouldn't be there until tomorrow morning We still haven't heard back from Turo at this point to confirm anything, its going to get dark again soon and since we packed up our campsite we were debating on sleeping in the car but realized that would be impossible because of all of the camping gear At 5:15 we received a call from Ashmi letting us know she was working on things, wether it be getting a rental car to us or a tow At 6:02 Ashmi emailed us letting us know she was still working on things October 2nd: At 6:16 the police called us back letting us know what they could do for us in this situation and we filled them in more on what was happening At 6:31 Day N Night towing called us letting us know he can't pick us up until the morning and that he received the payment from Turo but it would be payed out of pocked to be dropped off in Schomberg More back and forth from Turo letting us know that they were still getting a tow there to us tonight and more empty promises 7:34 Turo emails us apologizing letting us know that she can't get a tow truck to us until the morning At around 8:06am Ashmi emailed and called letting us know that the tow was on the way and it would be an extra $113 to drop us off in Schomberg that we would have to pay upfront but Turo would reimburse us after They promised compensation and it’s been 3 months back and forth and now they’re claiming our reimbursements are the compensation Pls help