Complaints

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

close

Find a Location

Nü Car Rentals has 13 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Nü Car Rentals

  20307 Terrabianca San Antonio, TX 78258-3144

• 

  NU Car Rentals

  7230 Gilespie St Las Vegas, NV 89119-4211

• 

  Nü Car Rentals

  801 Dixon Rd Etobicoke, ON M9W 1J5

• 

  Reservation Affiliates, LLC

  3234 SE 6th Ave Fort Lauderdale, FL 33316-4111

• 

  Reservation Affiliates, LLC

  6772 Ave Isla Verde Carolina, PR 00979

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.

• Initial Complaint

  Date:08/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 12/16/2024 I went in for my rental car purchase for $85.95 and walked out with a charge of $600 believing it was a hold charge. Come to find out I said I dont want any insurance they say its not insurance but charged me for insurance and another charge I was unaware of. Watched the guy get an attitude out of the blue with a previous customer and was quiet tired from the flight which they are banking on so they can scam you. I just wanted to get through the process so I could head to my hotel. They charged me an extra $300 for something I didnt want and made it seem like its not optional. This is unethical business practice. Id like a refund on the additional charges that were optional but made to seem like they werent

  Business Response

  Date: 08/23/2024

  Thank you for bringing the extra fee to our attention.
  
  
  First, we would like to apologize for the frustration you've been experiencing recently. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  
  
  Your feedback has been sent to our SLC Affiliate to ensure your concern is addressed. We apologize for the inconvenience this has caused.

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Rental car tire had a blow out, we were stuck in a no cell zone (area) with NO spare tire nor jack in a very bad area of the mountains. We had to tow it to a town close by for $410, and we had to get a new tire $151.94 We were not told that the car didn't come with spare tire, we were also told by their employee that they would refund us the money in *******. When we called corporate headquarters, we were told that wasn't going to happen. We would like $410 towing cost and the amount of the ($151.94) tire paid back to us $561.94.If I knew that the car didn't have a spare tire with a jack to fix the car tire, we would have taken car insurance thru NU rental.We are not asking for the refund of the rental. Just the cost of the tire and the Tow since they left out the spare tire....

  Business Response

  Date: 08/24/2024

  Thank you for bringing the car tire issue to our attention.
  
  
  First, we would like to apologize for the frustration you've been experiencing. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  
  
  To help us route your complaint to the appropriate department that can address your concerns, we'd be grateful if you could provide us with additional details by filling out the needed information below.
  
  
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name 
  
  
  If you don't have these, please provide us with the following instead:
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  7/25/24 I picked up a rental car. I had pre-booked this car through *********** travel and prepaid for the car rental at ******. When I picked the car up, I declined the additional insurance and advised the agent that I already had rental car coverage on my car insurance and didn't need it. I then asked to add an additional driver and was not advised that would be an additional charge. I was asked if I wanted to prepay for gas, which I agreed to. Then lastly I was asked about tolls. I asked if there were a lot of toll roads in the area. The agent didn't give an answer about how many toll roads, but said that if no tolls were used they would refund the toll charge to me. After I dropped the car off, I saw a few days later a charge on my credit card for ******. I thought I was being double charged for the rental car and called to resolve the issue. I was informed the charge was not duplicated but these were the additional fees for added insurance, the second ******* the tank of gas, and tolls. I tried to resolve the dispute with the company and they refused to provide any assistance and denied all claims and said all charges are valid. This company is criminal and it is clear they reward employees for adding additional charges on customers bills and are not clear about what items will create additional charges and do not care about the customer experience. I have also filed a complaint with *********** since they vouched for the validity of the company by offering them as an option through their travel rewards program. this company should she shut down!

  Business Response

  Date: 08/23/2024

  Thank you for bringing the extra coverage, tolls and additional driver fees to our attention.
  
  
  First, we would like to apologize for the frustration you've been experiencing recently. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  
  
  Based on the rental documents, you agreed to sign up for the extra charges by putting your signature on the following paperworks.
  
  1. Signed Rental Agreement
  2. Printed file wherein you used a pen
  
  We do apologize but the charge remains.

• Initial Complaint

  Date:08/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We booked a car through Priceline for July 26-Aug 3 2024. We paid over $600 for this 9 day booking. We get to NU om the 26th to pick up our rental car. We were told there is a $300 deposit that we would get back after returning the car. We returned the car on August 3 before due back time. The guy who checked us out said the money will go back into our account immediately. Here it is August 12 and we have not seen a dime. Wish I had read the reviews if this business before booking. Looks like they chewt a lot of customers out of money. I want my deposit back now.

  Business Response

  Date: 08/21/2024

  Thank you for bringing the deposit release to our attention.
  
  
  First, we would like to apologize for the frustration you've been experiencing recently. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  
  
  Based on our Denver Affiliate, since you used a debit card, it will take 30 business days before it will fall off.

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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'm a ******* resident and rented a vehicle for 4 days. I took an **** to get to the airport with my 2 kids and pick up the car. When we arrived to the rental car office after taking the shuttle from the airport, I was told they were not going to give me a car since I was a ******* resident. No where did it say that a ******* resident couldn't rent a car from them on their website. All it said was that you couldn't leave ******* an that was not my intention since I only needed the car locally in ******* for those days. They didn't want to give me a car nor my money back. My kids and I ended up stranded in the airport on that rainy day. I called customer service an spoke to everyone I could and they did not care at all or try to even give me a solution. I am reporting hot wire and NU rental car in ******* to all the government agencies for SCAMMING people out of their money.

  Business Response

  Date: 08/21/2024

  Thank you for bringing the booking issue to our attention.
  
  
  First, we would like to apologize for the frustration you've been experiencing. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  
  
  To help us route your complaint to the appropriate department that can address your concerns, we'd be grateful if you could provide us with additional details by filling out the needed information below.
  
  
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a car on the website. Completed all of the data required for date and time of pickup and drop off and the location. Also gave my credit card number. Upon submitting the website said it could not find a reservation in my name. I checked my credit card account and the amount of the rental was showing pending. I called NU car rental and they said that they did not have a reservation in my name and that the pending charge would not go through. I checked two days later and the charge did go through. **************** will be handling the dispute.I asked repeatedly why my reservation did not go through their system, but the charge did go through. They could not answer my question, nor would they offer to assist and find out why I didnt have a reservation. One representative told me that I didnt have a reservation because the location was out of cars. I repeated her statement and she said that was correct. Afterward I called the location and they said that many cars were available for those dates.This business is shady. They created a case with a number, but over five days there has been no response. Out of curiosity, though probably not wise, I tried booking again. The same thing happened, but this time the pending charge did not show upat least not yet and it has been two days. One of the **** that I talked to said that they had just helped another customer book a car online and they had no trouble. Hmmmmm.I wI have reserved a car with another company.

  Business Response

  Date: 08/21/2024

  Thank you for bringing the booking issue to our attention.
  
  
  First, we would like to apologize for the frustration you've been experiencing recently. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  
  
  May you please verify the following so we can further investigate?
  
  
  1. Name of the driver in the booking
  2. First four digits of the card that was used
  3. Last four digits of the card that was used
  4. Name of the Cardholder

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 at ************* in ********* on August 1st - August 5th, 2024. I purchased it through ******* for $116.08 I also purchased ******************* for $50. which was refunded to me because Nu Car wouldn't except *******************, so I purchased ****************** at $25. a day for 4 days totaling $111.97. When I got the car the passenger side mirror casing was not on the mirror, which I did not notice when I picked up the car. I tried calling but no one answered. When I dropped off the car I told the agents that I noticed the casing not being there when I got to my destination. They wanted me to fill out an accident report but I told them I did not have an accident and no one took the casing off of the mirror. Finally the manager checked the cars log and said the casing was missing when they gave me the car and that he would close my account and refund the deposit and send me a receipt via email right away, there was no deposit charged to my account, just the insurance and the car rental charge thru Expedia. That was August the 5th and it is now August the 11th and I have yet to see a receipt. What I did see was a charge on my credit card on August the 6th for an additional $194.20 and then they tried to charge my card on the 7th of August for $300+ dollars, but the credit card company declined the charges . I have no idea what those two charges are for. I called the company to find out what was going on, and they gave me a email- ****************************** to send my complaint to. That email address bounced back a couple of times so I called again and was told that it is the right email address. I explained that I sent it a few times and both times wouldn't go thru. The agent was extremely rude and proceed to hung up on me. When I tried to call back no one answered the phone. After reading all the reviews it seems that this company is a scam and should be stopped!!!****** M ****** Conf# **********

  Business Response

  Date: 08/21/2024

  Thank you for bringing the unknown charges ($194.20 and $300+) to our attention.
  
  
  first, we would like to apologize for the frustration you've been experiencing recently. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  
  
  We will send a follow-up now to our ********* Affiliate to verify the charges. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

  Customer Answer

  Date: 08/22/2024

  Complaint: 22125012
  
  I am rejecting this response because:
  There needs to be an immediate resolve to this situation. The money needs to go back to my credit card immediately.
  Regards,
  
  ****** ******

  Business Response

  Date: 08/28/2024

  Based on the attached Final Invoice, you were charged for the following:
  
  
  1. Extra day and 2 hours - The car was picked up on 08/01/2024 ***** and dropped off on 08/06/2024 *****. Based on San Diego's policy, a rental consists of 24-hours period.
  
  
  2. Collision Damage Waiver - which are you aware and agreed. 
  
  
  We do apologize but the charges stand.

  Customer Answer

  Date: 08/28/2024

  Complaint: 22125012
  
  I am rejecting this response because:
  I flew out of ********* at 12:45 pm on the 5th of August. I dropped the car off and took 2 shuttles, which are required to the airport to catch my flight back to ********. Enclosed is my flight info, my Lyft from ************** in ********. 2 purchased receipts from ***************** and a purchase from Sprouts on the 6th in ******* Virginia.They lied and should be held accountable for theyre fragrant fraud. 

  Regards,
  
  ****** ******

  Business Response

  Date: 09/09/2024

  Thank you for providing us with supporting documents.
  
  
  We will forward this files now to our ********* Affiliate for further assistance. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

• Initial Complaint

  Date:08/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 prepaid for a rental car for two days through the Travelocity website for Nu Car Rentals for $75.42. I was charged this amount on my ********************* card. When I arrived at the rental car facility to pick up the car on 7/20/24 the agent showed me charges for $388.27. He told me the $300 was the deposit and would be returned to my card and I would be left with the $88.27. I asked him why it was different than the $75.42 and he said it INCLUDED the $75.42 in the amount. I asked him why there was still a discrepancy in the two amounts and he could not explain the discrepancy. NOT ONE TIME did he say the charge was for some kind of insurance fee. I told him multiple times that I had my own insurance and would not accept any additional charges. He asked me the name of my insurance and I told him Geico. When I returned the car I noticed that the $300 was returned but there was still another charge for the $88.27 so the agent lied and I was charged twice after all. I immediately called Nu Car Rentals and the agent was extremely rude and would not listen to me. He NEVER said there was a charge for some bogus insurance when I already had my own. Nu Car Rentals was trying to scam me out of more money. When I go online to the Better Business Bureau there are multiple complaints about the same issues with bogus charges. Nu Car Rentals is known for scamming people and must be stopped. I wouldnt be surprised if there was a class action lawsuit for these unethical business practices in the future. Please return the $88.27 for the fraudulent charges.Sincerely,******* ******

  Business Response

  Date: 09/05/2024

  Thank you for bringing the extra coverage fee to our attention.
  
  
  First, we would like to apologize for the frustration you've been experiencing. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  
  
  Your concern will be forwarded to our Phoenix Affiliate to ensure your concern is addressed. We apologize for the inconvenience this has caused.

  Customer Answer

  Date: 09/10/2024

  Complaint: 22122383
  
  I am rejecting this response because: I waited and I have not heard from this company. I need to be refunded the amount of $88.27. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 09/16/2024

  Based on the attached rental documents, you agreed to sign up for the *** by putting your signature on the following paperworks.
  
  1. Signed Rental Agreement
  2. Printed file wherein you used a pen
  
  We do apologize but the charge remains.

  Customer Answer

  Date: 09/17/2024

  Complaint: 22122383
  
  I am rejecting this response because: When the boy showed me the charges for $388.27 this was BEFORE I ever signed anything. I took him at his word that the charge INCLUDED my prepaid fee from Travelocity. He LIED to me. The charges were signed digitally using a computer and was not easy to see what the checked marks were for. You all are a bunch of scam artists and I will be including my review online for all to see. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 09/25/2024

  We understand your frustration.
  
  
  However, this is a counter charge. You can contact our Phoenix Affiliate at ************************************************* or call them at ************. 
  
  
  Please be advised that NU Car Rentals only provides a car rental affiliate reservation system and acts as an agent for the convenience of you the customer and the locally owned and operated car rental firm. Our liability, if any, shall be limited to the amount of rental charges paid to us. 

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This rental company operates without integrity or honesty. Despite showing them my full coverage to waive their insurance, they forced me to purchase their unnecessary coverage. The woman at the airport was rude and indifferent. I ended up paying over $300 for unneeded coverage, along with several exorbitant fees, as they took advantage of my urgency to move on. They are untrustworthy, and the government should take action to prevent them from exploiting visitors. Such businesses damage the reputation of their city and community.

  Business Response

  Date: 08/10/2024

  Thank you for bringing the extra charge issues to our attention.
  
  
  First, we would like to apologize for the frustration you've been experiencing. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  
  
  To help us route your complaint to the appropriate department that can address your concerns, we'd be grateful if you could provide us with additional details by filling out the needed information below.
  
  
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name 
  4. Pickup location/Destination Airport
  
  
  If you don't have these, please provide us with the following instead
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We had personal belongings taken from rental vehicle by the staff at this location. The belongings we taken as we were unloading the vehicle for drop off. The manager, named ****, berated us when we complained and told us they were not responsible for things left in the rental car. Things were not left in the car. They were in the car as we unloaded the rear of the vehicle and one of the employees took our belongings from the interior of the car as it was being checked in. We are not looking to file a police report. However, we think it is appropriate that the items they removed without permission be either sent bank or our account credited for the value of $450. This includes all the gifts that were in the bag (T-shirt and Sweatshirt from Vail, specialty breads, a hat from Keystone, and a few other food items.

  Business Response

  Date: 08/09/2024

  Thank you for bringing your belongings issue to our attention.
  
  
  First, we would like to apologize for the frustration you've been experiencing. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  
  
  To help us route your complaint to the appropriate department that can address your concerns, we'd be grateful if you could provide us with additional details by filling out the needed information below.
  
  
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name 
  4. Pickup location/Destination Airport
  
  
  If you don't have these, please provide us with the following instead:
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract

  Customer Answer

  Date: 08/10/2024

  Complaint: 22104069

   

  Here are the responses to your questions:
  
  1. Confirmation # ending in NU - DEN-234405 (but I am attaching the actual invoices)
  2. Pickup date/time - picked up on August 1st and dropped off on August 5
  3. Primary driver's name : *********************************
  4. Pickup location/Destination Airport  - picked up at ************** and dropped off at the same location.

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

  Business Response

  Date: 08/21/2024

  Thank you for providing us with your rental details.
  
  
  We will coordinate now with our Denver Affiliate to ensure your concern is addressed. We apologize for the inconvenience this has caused.

  Customer Answer

  Date: 11/18/2024

  Complaint: 22104069
  
  I am rejecting this response since I have NO idea what the response is from NU Car Rental. They are not taking this seriously.
  
  Regards,
  
  **** ***********

  Business Response

  Date: 11/27/2024

  Here's the response that we got from our Denver Affiliate.
  
  
  "**** the manager they spoke with is correct, we are not responsible for things left the in the car. We will not be able to give this renter 450 dollars."

  Customer Answer

  Date: 12/02/2024

  Complaint: 22104069
  
  I am rejecting this response because the items were not left in the car. They were taken from the car when we arrived to turn in the car. They were in effect stolen by the subcontractor used at this facility.
  
  Regards,
  
  **** ***********