Did Turo trick me into buying insurance? Feeling completely scammed by their UI + support
I just had a really frustrating experience with Turo and I’m wondering if anyone else has had this happen.
I booked a car and explicitly declined Turo insurance during checkout because I already have my own auto insurance.
Then the day after, Turo emailed me saying I needed to provide additional information before my reservation or my trip might be canceled. I assumed it was something routine (like updating my driver’s license info), so I clicked the button in the email. It opened directly in the Turo app — nothing seemed suspicious or unusual.
Then they present me a checklist, and at the bottom there was an unchecked item related to insurance with a button to click "Next". Then I got to a page with insurance options and I specifically clicked “Opt out of insurance” and hit Next.
The VERY NEXT screen said something like:
“Congrats on signing up for our Premier protection plan”
…and I see that I'm being charged $240.
I literally froze. I never intended to opt in, never knowingly confirmed a purchase, and was actively trying to opt OUT.
I immediately called Turo support (within minutes) explaining this was clearly a mistake and asking them to reverse it. The first rep kept repeating that it was “too late” because the cancellation window had passed. I asked for escalation because this wasn’t buyer’s remorse — I genuinely never intended to purchase it.
Second rep: same script. “Nothing we can do.” Apparently no supervisor or department could reverse it.
What really gets me is this:
- They can charge you instantly
- But apparently no one can reverse an accidental charge immediately?
- The email prompting me to “complete information” came after the refund/cancellation deadline
- And I genuinely clicked “opt out”
At this point I feel completely misled by the interface and dismissed by support.
Has anyone else had something like this happen with Turo insurance? Did anyone successfully dispute it or get reimbursed?
I’m seriously considering disputing the charge with my credit card company.