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Brent Marcelino faces a terrifying blowout in a Mercedes with bald tires. Instead of an apology, Turo sends him a bill for the damage. Does he have to pay the bill?

Q: I recently rented a Mercedes SUV through Turo for a friend's birthday trip to New Hampshire. While driving in the mountains at about 40 mph, the front right tire blew out. I called Turo immediately, and a representative told me that I could use their tow service for $199. Since I have been a AAA member since I was 16, it made no sense to pay extra for a tow, so I used AAA instead.

AAA towed the vehicle to our vacation rental. The tow driver asked us to look underneath the vehicle. Both front tires were so worn that the metal threading was visible and protruding. The vehicle was unworthy for the road. I had to pay $680 to tow the Mercedes back to Connecticut and $1,000 for a car service to transport my group home.

I reported this to Turo. At first, the company said that the damage was due to preexisting wear and that I wasn't responsible. About an hour later, I received a second email stating that the claim had been reopened and that I was financially responsible. Turo charged my card $500 in damage fees. I'm out more than $2,000 for renting a car with bald tires. Can you help me get my money back? -- Brent Marcelino, in New Britain, Connecticut

A: Your Turo host should've given you a vehicle with safe tires. And if the tires were bald, you shouldn't have to pay a dime for the blowout. But this case is complicated. Let's look at what happened: You rented a 2022 Mercedes-Benz GLB-Class. You assumed that the car was safe. But when the tire blew, you discovered the truth.

You did the right thing by contacting Turo immediately. But then things went a little sideways. Turo initially agreed with you. It sent you an email confirming that it had determined the damage was "preexisting" and that you weren't responsible.

Then Turo's claims department did a U-turn. An hour later, it told you that the claim was reopened. Turo's position was that while you weren't "at fault," you were still "financially responsible." How can you be responsible for damage you didn't cause on a car that shouldn't have been on the road?

Turo says that it reviewed the pre-trip photos and decided that the tire was in "good condition." But standard walk-around photos don't always show the inner tread wear. You were also stuck with a $1,680 bill for towing, as well as a car service, because you declined Turo's roadside assistance. When you go off-platform for repairs or towing, you usually pay out of pocket. Turo's terms are clear about this; if you want the company to pay, you have to play by its rules.

"Guests have the option to purchase enhanced roadside assistance when booking their trip to reduce out-of-pocket costs like towing," a Turo spokesperson told me. Still, charging you a $500 deductible for a tire that was clearly worn out seems wrong.

You might've appealed this to an executive at Turo. I publish the names, numbers and email addresses of key customer service managers at Turo on my advocacy site, Elliott.org. I contacted Turo on your behalf and shared your photos of the bald tires. Turo reviewed your file again.

"After reviewing all available information related to this incident, we can confirm the guest was fully refunded for the trip and any related damage charges," the spokesperson said. Turo returned your $500 damage deposit and refunded the $304 cost of your rental. But it didn't cover the towing or car service expenses, sticking to its policy on roadside assistance.

There's a lesson here for everyone: Before you drive a rental car off the lot, check the tires. Turn the wheel so that you can see the tread. If it looks worn, ask for a different car. And consider paying a little extra for roadside assistance; it can save you a small fortune in the long run.

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Christopher Elliott is the founder of Elliott Advocacy (elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at elliottadvocacy.org/help/.

(c) 2026 Christopher Elliott

Distributed by King Features Syndicate, Inc.