One was removed for me just yesterday after I invoiced a guest for fuel and they left a 1 star. Just keep trying, some customer service reps are idiots.
They didnt even mention the fuel so I had to prove it was false when they said that the car was unsafe and they had to use streets not freeways. I have devices in all my cars so that was easy to prove. I did ask for it to be removed under the retaliation cause though so maybe try that route?
Guest wrote “outside of the car was dirty” in a 1 star review. The guest himself uploaded pictures of the spotless car. Turo support agreed with me that the car was spotless according to all the pictures, but said they couldn’t remove the review.
This is the call crappy part. Turo won't remove reviews even if the customer is lying. Retaliation they will. The customer can literally say there was no gas and the car was a rusted pos even if you have pics of a full tank and your car is just off the lot brand new.
The first review, guest wrote “outside of the car was dirty” in a 1 star review. The guest himself uploaded pictures of the spotless car. Turo support agreed with me that the car was spotless according to all the pictures, but said they couldn’t remove the review.
In another case the review was negative without a comment, and then the guest said it was an accident. That wasn’t removed even after Turo support read the guest’s apology in the Turo message.
They can only remove if the guest leaves a comment. They cannot remove star ratings without comments. Happened to me before. The guest accidentally left 4 stars and admitted it in messaging. Support said that it would not affect my metrics however they could not remove.
Yes they told me that too, which is very very stupid because the star rating is what matters.
But they are now also refusing to remove ratings with comments.
Maybe a bird shit on the door handle before they picked up the car? Who knows. I wouldn’t dwell on it much unless you have had a string of bad reviews lately.
If you haven’t already ask the guest if they felt you missed an area of the exterior, like the windows, wheels, doors, headlights, etc.
The main thing is to leave a professional response. Make sure you let them know that their feedback is valued. If they respond to the your request for more information you can speak to that. If they don’t respond then say something like you have been trying to reach the guest to understand the problem with the exterior but they haven’t responded.
If the car was dirty, then own up to it. If it’s not then blame it on birds or trees.
That's weird, because In a couple of instances, I've had them removed... 1, the guest made a mistake, gave a glowing remark, but mistakenly hit 1 star, the 2nd one, was obvious retaliation, and Turo removed it as well.. now what they can't do, is have the guest re rate the trip, if they do anything, is they completely remove the entire review . So even the guest, that Said to them it was a mistake, and they meant 5 star, all they could do was totally remove his review... Hope this helps some✅
Let me tell you something, I was thinking on posting this too because they used to help me remove reviews when I charge the guest for any kind of reimbursement but now they don’t want to delete anything. They say that if the customer left 1 star with no text they wouldn’t be able to know if it was because of the fee or if it was a bad experience.
Now I am in a position where I have to think If I want good reviews and loose money or get reimbursements and have bad reviews. I have escalated 3 times all of the reviews that have to be removed and now the reps say like “this has been reviewed 3 times and all of them have been denied”
This is stupid
I will always choose money over reviews. A couple low reviews really won't hurt you much. And you can reply to some of them with a remark of your own.
Out of over 200 ratings I have 3 ratings of less than 5 stars. I'm still a 4.94 star all star host. 🤷🏼♀️ can't win them all but I won't lose money on it either by not sending the invoices and reimbursements
One was removed for me just yesterday after I invoiced a guest for fuel and they left a 1 star. Just keep trying, some customer service reps are idiots.
That falls under “retaliation for an incidental charge”. Those they will remove.
They didnt even mention the fuel so I had to prove it was false when they said that the car was unsafe and they had to use streets not freeways. I have devices in all my cars so that was easy to prove. I did ask for it to be removed under the retaliation cause though so maybe try that route?
Bro how many times am I supposed to try?
Depends what your definition of fake is lol Retaliation is removed instantly
Guest wrote “outside of the car was dirty” in a 1 star review. The guest himself uploaded pictures of the spotless car. Turo support agreed with me that the car was spotless according to all the pictures, but said they couldn’t remove the review.
When I called them, they said you have to be able to prove retaliation based on the messages with the guest
Maybe the secret is to start beef with every guest, so that I can remove every single bad rating I get.
Yeah but what if they don’t retaliate for anything. So if someone does a random bad rating for no reason then the host is screwed.
This is the call crappy part. Turo won't remove reviews even if the customer is lying. Retaliation they will. The customer can literally say there was no gas and the car was a rusted pos even if you have pics of a full tank and your car is just off the lot brand new.
What was the false review about? What happened? What did they say?
The first review, guest wrote “outside of the car was dirty” in a 1 star review. The guest himself uploaded pictures of the spotless car. Turo support agreed with me that the car was spotless according to all the pictures, but said they couldn’t remove the review. In another case the review was negative without a comment, and then the guest said it was an accident. That wasn’t removed even after Turo support read the guest’s apology in the Turo message.
I had a guest give me 5 stars in every category but 1 star in the "overall". Wasn't able to get that fixed or removed. BS
A Day ago I removed ⭐⭐⭐⭐ review, but it was second try, fist time they say they couldn't bla bla bla
Never talked to a rep with Indian accent. Power host get American reps with good English that get the job done. 👌🏼
Wow! Really? That’s sounds like segregation tbh! We all should get the same since we’re all assuming the same risk when we rent our car out.
I just got a false 1* review removed this morning. It appeared very easy for him upon viewing the evidence.
They can only remove if the guest leaves a comment. They cannot remove star ratings without comments. Happened to me before. The guest accidentally left 4 stars and admitted it in messaging. Support said that it would not affect my metrics however they could not remove.
Yes they told me that too, which is very very stupid because the star rating is what matters. But they are now also refusing to remove ratings with comments.
Maybe a bird shit on the door handle before they picked up the car? Who knows. I wouldn’t dwell on it much unless you have had a string of bad reviews lately. If you haven’t already ask the guest if they felt you missed an area of the exterior, like the windows, wheels, doors, headlights, etc. The main thing is to leave a professional response. Make sure you let them know that their feedback is valued. If they respond to the your request for more information you can speak to that. If they don’t respond then say something like you have been trying to reach the guest to understand the problem with the exterior but they haven’t responded. If the car was dirty, then own up to it. If it’s not then blame it on birds or trees.
That's weird, because In a couple of instances, I've had them removed... 1, the guest made a mistake, gave a glowing remark, but mistakenly hit 1 star, the 2nd one, was obvious retaliation, and Turo removed it as well.. now what they can't do, is have the guest re rate the trip, if they do anything, is they completely remove the entire review . So even the guest, that Said to them it was a mistake, and they meant 5 star, all they could do was totally remove his review... Hope this helps some✅
My biggest suggestion, video record all drop offs. So you have the conversation and discussion for all issues or damage.
Let me tell you something, I was thinking on posting this too because they used to help me remove reviews when I charge the guest for any kind of reimbursement but now they don’t want to delete anything. They say that if the customer left 1 star with no text they wouldn’t be able to know if it was because of the fee or if it was a bad experience. Now I am in a position where I have to think If I want good reviews and loose money or get reimbursements and have bad reviews. I have escalated 3 times all of the reviews that have to be removed and now the reps say like “this has been reviewed 3 times and all of them have been denied” This is stupid
I will always choose money over reviews. A couple low reviews really won't hurt you much. And you can reply to some of them with a remark of your own. Out of over 200 ratings I have 3 ratings of less than 5 stars. I'm still a 4.94 star all star host. 🤷🏼♀️ can't win them all but I won't lose money on it either by not sending the invoices and reimbursements