I've fortunately had nothing but great experiences renting through Turo, but a story like this will definitely give me pause if I am in the position of consider

I've fortunately had nothing but great experiences renting through Turo, but a story like this will definitely give me pause if I am in the position of considering renting through them again. OP praises Enterprise, but I can't say I've ever had a delightful experience with them, or with any of the big car rental chains. Usually it involves a 20 minute wait in a line at an airport, followed by 10 minutes of someone typing into a computer for who knows what reason, followed by me wandering aimlessly in a parking lot looking for the correct car, which is always a surprise. There was also the time when I paid up front online for a car, and when I got there they wanted to give me an EV. I didn't want one, because I was pretty sure I was driving to a place with little to no charging infrastructure, and they ended up charging me more (surprise!) for an ICE car. With Turo I always know exactly what I'm going to get, and it's easy to search for a car with specific attributes, like AWD or a roof rack. But yeah, you're also at the mercy of whoever random person owns the car, and it sounds like Turo's customer support is garbage when there's a problem.