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Business Profile

Auto Rentals and Leasing

Nü Car Rentals

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for Nü Car Rentals's headquarters and its corporate-owned locations. To view all corporate locations, see

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Nü Car Rentals has 13 locations, listed below.

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    Customer Complaints Summary

    • 403 total complaints in the last 3 years.
    • 127 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid in full for two rentals in ************** for June *****, 2025 for my husband and myself. When we got to the office we were told it would be $1,000 deposit. We cancelled the reservation we made through Expedia and Nu car rentals No one answers the number I was given and the email address comes back undeliverable. Id like my full refund back for what I paid

    • Initial Complaint

      Date:06/10/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      It started with my flight being delayed and me reaching out to be sure my reservation would be held as I'd prepaid for my rental to get a good rate. Their response was that my reservation would be held for 24 hours but not the class of vehicle I'd paid for. So if you pay for a luxury vehicle and they decide to rent it to someone else they can stick you with whatever vehicle they choose. I waited over 40 minutes in line with just a couple people ahead of my while the agents chit chatted with those in line in front of me. When I was finally helped I was asked if I wanted to purchase tolls from them, I declined as I was leaving ** to WY and told the agent this. He assured me that it'd be cheaper through them so I agreed to pay tolls through them. What was not shared with me is that it was a daily fee whether I used it or not (which I did not the majority of days I had the car). I also wasn't told I could use the express lanes which I avoided in attempt to keep the tolls down. The only "remedy" I was offered was to ask to have the toll pass removed and pay a $30 admin fee for EACH toll which would far exceed the amount for the toll pass. I asked how do I find my car as it was a large lot, they suggested I walk around hitting the key fob. I did this for a while dragging my belongings with me while they sat and watched. Eventually one pointed to a car at the end of the row which was a different color than the one I was told. On the day I returned my car I fueled up near ** intending to top it off before I dropped off the car. I mistakenly returned it down a couple gallons and was charged over $46. My mistake, I agree but it's a steep fine if you make this mistake. I was communicating with an agent through email to understand the additional fees as I was not provided with any information when I returned the car or through emails they sent showing the charge. She chose to refer me to their chatbot and FAQs rather than continue to communicate with me.

      Business Response

      Date: 06/17/2025

      Thank you for bringing the car class, toll and fuel fees issues to our attention.

      To further assist, your concern has been forwarded to our Denver Affiliate. Rest assured, we will provide you with an update promptly upon receiving their response.

      We do apologize for the inconvenience.

    • Initial Complaint

      Date:06/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented a car through ******* and it brought me to N Car rentals. They asked if I wanted the insurance and I informed them that I had it through my credit card. They said they did not accept insurance through my credit card and that it would be $500 plus a $500 deposit. I said absolutely not, and the lady told me I would have to call ******* for a refund even though it was pay at site and I saw her swipe my credit card. ******* confirmed this, and said that I would have to email the company. Their practices are illegal, not just bait and switch. They ended up charging me $128.08 for a car I never received.

      Business Response

      Date: 06/17/2025

      We are sorry to hear you are unable to rent the car.

      Our system shows that you prepaid the booking. However, since it was not utilized, a full refund was processed on June 10, 2025 as shown on the attached proof.

      We understand that you are very frustrated because of the insurance issue. But, the notation states that the main reason the car was not rented is because of the driver's license issue. That is why we are very confused as to why you made it an issue which in fact, you were already Unqualified in the first place.

    • Initial Complaint

      Date:06/09/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Before reaching *********, I attempted to call, email, and text customer service multiple times. I needed to cancel the reservation and no a single response was heard. When I got to *********, I found that the location was closed at 7pm. I continued to reach out and not a single individual responded back. Im still attempting to contact customer service, but no body responds. This experience has pushed my patience to the limit because Im unable to find a way to fight this.

      Business Response

      Date: 06/16/2025

      Thank you for bringing the refund issue to our attention.

      We would like to inform you that your cancellation and refund request has been approved and processed in our system. Kindly allow your bank or card issuer some time to reflect the funds in your account, as this is subject to their policies and the type of card utilized. Please find the attached file for reference.

      Customer Answer

      Date: 06/16/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ******* *****

    • Initial Complaint

      Date:06/04/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      BOTTOM LINE UP FRONT: Nu Car Rentals is taking advantage of an ******************** member in order to repair some damage that was pre-existing as well as some damage that occurred after I turned in the vehicle.This incident involves damage to a vehicle rented from this company and a false insurance claim. The rental was from 10 Oct 2024 to 13 Oct 2024.I failed to take my own pictures and video of the rental car prior to accepting the vehicle. I received the pre- and post-rental pictures and videos that taken by the rental company Nu Car Rentals filed two separate claims against my insurance, one for the front of the vehicle, and one for the rear of the ********** the pre-rental pictures and video there is pre-existing damage to the front bumper on the passenger side from an earlier collision that was never repaired. It is clearly visible in their video at the 0:25 second ***** This was NOT caused by me.There is new damage in the form of a ***** **** on the front bumper on the passenger side. I hit a piece of tire debris on the highway leaving a ***** ****. It is impossible for me to say what damage was caused by the impact of the rubber and what was pre-existing.There is no visible damage to the rear bumper of the car in either the pre-rental pictures and video or the post-rental pictures and video. This claim was not submitted until much later, after the first claim on the front bumper.There is only one picture of the rear bumper damage and that was taken ELEVEN days after the car was returned. This damage was NOT caused by me.Two separate claims resulted in multiple deductible payments.There is an amount of $****** that was denied by the insurance company because the line items were improperly documented or exceeded manufacturers cost limits.Nu Car Rentals is charging me $2312.65. $1****** for damage (two deductibles plus the ****** for the improper and excessive costs), a Loss of Use Fee of $705.87, and an Admin Fee of $300.00.

      Business Response

      Date: 06/16/2025

      Thank you for bringing the damage fee issue to our attention.

      This case has already been forwarded to our Phoenix Affiliate for further investigation. Rest assured, we will provide you with an update promptly upon receiving their response.

      We apologize for the inconvenience this has caused.

      Customer Answer

      Date: 06/17/2025

      Complaint: 23418755



      I am rejecting this response because: This response was strictly a note saying that they would look into it. I need to wait for the actual response to determine if it addresses the concern.



      Regards,



      Jason Homer

    • Initial Complaint

      Date:06/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Car rental was pre-paid using *********** travel rewards.Rental staff at desk did NOT explain extra charges- including Loss Damage Waiver and pre-paid ******* was returned with over a half tank of gas- no refund issued as it relates to pre-paid gas.Loss damage waiver totaling *****/day or ***** was charged. This total was NOT discussed with me by the staff. Staff rushed me through signing, did not explain added charges AT ALL.Typical bait and switch business behavior. Unethical.I should be seeing ***** + the amount totaling a partial gas refund considering I returned the car with over half a tank of gas left and prepaid for gas. I have escalated this to ******************* who did NOT reply to my issues, simply sent a screenshot of my bill that I already have.

      Business Response

      Date: 06/16/2025

      We appreciate you bringing the fuel and LDW fees issue to our attention.

      Please be advised that we are conducting a further investigation into your case. You can be assured that we will provide you with a prompt update as soon as we receive a response from our Phoenix Affiliate.

    • Initial Complaint

      Date:05/27/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a prepaid car rental; after declining extra insurance I unknowingly was tricked into signing up for it. I was told the $442.43 extra charge was a deposit that would be returned when I returned the car. They refused to let me speak to a manager.

      Business Response

      Date: 06/05/2025

      Thank you for bringing the additional coverage fee to our attention.

      Please be advised that your concern has been escalated to our affiliate in *******. We will ensure to provide you with an update promptly upon receiving their response.

      Customer Answer

      Date: 06/05/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      **** *********

    • Initial Complaint

      Date:05/22/2025

      Type:Sales and Advertising Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Book a reservation with Nu Car Rental in ************ . Upon arrival talked to a virtual assistant who ask if we have insurance coverage. I said yes Chase ******** ******* card has primary coverage and my personal insurance has secondary coverage with liability coverage. The agent said that wasnt good enough and I had to purchase the liability insurance from them. I refuse to purchase their insurance and they cancelled the rental without refunding me my $310.00. This happened on June 21, 2025

      Business Response

      Date: 06/11/2025

      Thank you for bringing the extra coverage fee issue to our attention.

      In order to assist us in directing your review to the appropriate Department, we would greatly appreciate it if you could provide us with further details by completing the required information below.

      1. Confirmation # ending in NU
      2. Pickup date/time
      3. Primary driver's name 

      Customer Answer

      Date: 06/16/2025

      Complaint: 23365245



      I am rejecting this response because:

      NU CAR did not refund my money after NU CAR refused to rent to me unless I paid additional fees.

      Refererence#: 6210122819NU

      Drivers Name: Franz Bascomb

      Pick Up Date: 05/21/2025





      Regards,



      Franz Bascomb

    • Initial Complaint

      Date:05/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Rented car 4/23 to 4/28. Returned car and received receipt with no additional charges. Was told hold would be lifted 7 to 10 business days, it is day 16 and the company blocked my phone number so I am unable follow up with.

      Business Response

      Date: 06/02/2025

      We offer our sincerest apologies for the inconvenience and frustration experienced during your rental process especially for the security deposit.

      Please be advised that we are now coordinating with our Charlotte ********* to help you further.

      Rest assured, we will provide you with an update promptly upon receiving their response.

    • Initial Complaint

      Date:05/09/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented an economy car from NU Car Rentals (Phoenix) and was quoted about $130 total. I had already purchased third-party insurance before arrival. At pickup, I verbally declined optional services like supplemental liability insurance and roadside assistance, since I already had coverage.However, the agent told me I had to initial next to each item in order to complete the rental. I was misled to believe that the initials were mandatory and did not mean I was agreeing to extra charges. I thought I was simply completing the paperwork to rent the car. I was extremely tired and rushed at the time, and trusted their explanation.For the prepaid fuel, the agent said I could select that option but told me Id be refunded or not charged if I returned the car with gas which I did. Despite this, I was still charged for prepaid fuel.I only realized I had been charged for these extras after returning the vehicle and reviewing the invoice. I was charged an additional $126.38 for services I didnt want, need, or knowingly agree to. The total charge ended up being $256.38 for 2.5 days in an economy car an unreasonable amount.NU Car Rentals refused to refund the unauthorized charges despite my complaint. I was misled into signing for services I didnt want or need, and charged for items I was told were refundable or required. I am requesting a refund of these unauthorized charges.

      Business Response

      Date: 06/06/2025

      We appreciate you bringing the extra coverage and prepaid fuel to our notice.

      To further assist, we will coordinate with our Phoenix Affiliate to verify this information.

      Please be assured that we will provide you with an update as soon as we receive their response.

      Customer Answer

      Date: 06/09/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      Alyssa Le Cloirec-********

    Nü Car Rentals is NOT a BBB Accredited Business.

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