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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

    • 402 total complaints in the last 3 years.
    • 119 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:07/24/2024

      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 have two options for this response and those are to accept and close or reject and continue, therefore I am choosing reject and continue. I hope to hear from the ** location soon. I am not happy with this.a family of six. Our bags and stroller would not fit in the car. The carry on luggage had to sit on my lap until we got the house and then on the way back to the rental place. Also, while we were waiting for our shuttle, I was standing near one of the cashiers- A whole group of black men, snarking, laughing and giving each other fist bumps about what one of them said to this very elder man. The man asked the cashier why didn't get an EV vehicle as he had requested. The HORRIBLY rude person responded and I quote, "Well, you must not know how to read very well because that's not what you ordered." My mind was blown and I even stopped dead in my tracks and told him how absolutely horrifying and disgustingly rude that was. What a disgrace to society. They then continued to laugh and fist bump ******* we were loading on to the shuttle, two gentlemen were also coming on and they told us that NU Car took them to car rental place instead of the airport. How insane is this. I want my refund

      Business Response

      Date: 07/29/2024

      Thank you for bringing the child seat and extra coverage 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.


      Your concern has been forwarded to our Phoenix Affiliate to ensure your concern is addressed. We apologize for the inconvenience this has caused.

      Business Response

      Date: 08/05/2024

      Our Phoenix Affiliate informed us you don't have a child seat upon arrival. Per the State law, one cannot have a renter leave without a child seat. As for the Insurance, please contact directly with our Supplier at ************. You can send them an email at *************************************************.

      Customer Answer

      Date: 08/12/2024

      I will be waiting for a response from the email address you provided. I wrote them today. I'd also like you to relay to them that I have sent them a correspondence and to check their spam/junk folder just in case.

      Business Response

      Date: 09/05/2024

      Thank you for the notification. We will send now a follow-up to our Phoenix Affiliate.

      Customer Answer

      Date: 09/06/2024

      Complaint: 22038904

      I am rejecting this response because: no one has emailed me back

      Regards,

      ***** ******

      Business Response

      Date: 09/19/2024

      Please see the attached file as a response from the location's Supervisor.

      Business Response

      Date: 10/03/2024

      We do apologize but the charges stand. The location won't give compensation as well as stated in the previous attachment.

      Customer Answer

      Date: 10/03/2024

      Complaint: 22038904

      I am rejecting this response.

      Regards,

      ***** ******

      Customer Answer

      Date: 09/20/2024

      Complaint: 22038904

      I am rejecting this response because I am requesting my refund. 

      Regards,

      ***** ******

    • Initial Complaint

      Date:07/24/2024

      Type:Product 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.
      Charged my credit card $101.00 for unsolicited Loss Damage Waiver which I did not choose but was asked by the clerk to initial a series of them. In effect I was deceived, tricked, and fooled into believing that I had waived such option. Since I had my own total insurance coverage Clerk comment "you have to initial all these boxes" " to waive coverage "The Loss damage Waiver at the top in effect I was fooled and later realized that it was te opposite Numerous contacts with the company All negative Became aware of numerous repeat complaints that mirror mine

      Business Response

      Date: 07/29/2024

      Thank you for bringing the *** 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.


      Based on the Signed Rental Agreement, you agreed to sign up for the ***. We do apologize but the charge stands.

    • Initial Complaint

      Date:07/24/2024

      Type:Billing 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.
      Complaint: 22031504

      I am rejecting this response because: there is no response

      Regards,

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

      Business Response

      Date: 07/28/2024

      Thank you for bringing the *** 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 concern has been forwarded to our Denver ********* to ensure your concern is addressed. We apologize for the inconvenience this has caused.

      Business Response

      Date: 08/04/2024

      Our Denver ********* has advised to call them at ************* to discuss about the rental charges. You can also send them an email at **************************.

      Customer Answer

      Date: 08/05/2024

      Complaint: 22031504

      I am rejecting this response because: I already tried to call the ************* and got a call center who said there was nothing they could do with a closed contract.

      Regards,

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

    • Initial Complaint

      Date:07/23/2024

      Type:Product 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.

      Complaint: 22030394

      I am rejecting this response because:

      Here is the requested information:

      Confirmation # 6670336242

      I also attached.

       

      Regards,

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

      Business Response

      Date: 07/28/2024

      Thank you for bringing the extra charges 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

      Business Response

      Date: 08/06/2024

      Thank you for providing us with your booking details.


      Your issue has been forwarded to our Denver ********** Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

      Customer Answer

      Date: 08/06/2024

      Complaint: 22030394

      I am rejecting this response because:

      No action taken as of yet to address issues  


      Regards,

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

      Customer Answer

      Date: 08/07/2024

      Complaint: 22030394

      I am rejecting this response because:

      No action taken as of yet to address issues  

      Regards,

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

      Business Response

      Date: 08/10/2024

      Based on the attached Final Invoice, you were not charged for fuel since you returned the car with full tank. As for the toll, the charge stands.

      Customer Answer

      Date: 08/12/2024

      Complaint: 22030394

      I am rejecting this response because:

      You haven't addressed the complaint.  The issue is that your agent/representative convinced me to add tolls because he said it would get refunded back if we didn't use it.  Just like I was told that my previous reservation would have the fuel reimbursed (which it also wasn't).  Are you claiming that your representatives don't use this as a sales tactic and that they didn't say that, or that I used tolls during my last trip?  If the latter please provide proof that I drove the vehicle through a toll.  If not, please honor your word that the tolls would be reimbursed.


      Regards,

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

    • Initial Complaint

      Date:07/22/2024

      Type:Billing 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 van from Nu Car Rental using Priceline for 8 days for the amount of $453 plus fuel at turn in. I turned in the vehicle before the required time and date. No accidents at all and frankly, cleaner the it was when the picked it up. I asked if I needed to do anything and the employee told me to just leave the keys in the vehicle. I left and hours later I received two emails, one with a charge of $521 and a second for a charge of $300. I called the **************** number and the attendant told me he could not do anything for me and asked me to stop by the rental car office. Not sure why these scams are not resolved by law enforcement agencies.

      Business Response

      Date: 07/25/2024

      Thank you for bringing the unknown 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 concern has been forwarded to our Phoenix Affiliate to ensure your concern is addressed. We apologize for the inconvenience this has caused.

    • Initial Complaint

      Date:07/22/2024

      Type:Product 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.
      Date of rental: 6/21/2024 I rented a vehicle from this company. Upon return of vehicle they claimed I broke a taillight which 100% did not happen. They then used photos from 2023 (per the metadata on the photos they shared with me) as proof. They charged me $1000 for repair of a $100 part. They informed me that upon completion of work they would refund the difference. 1 month later they priced an invoice of $864 for the work. They are now refusing to issue me the remaining refund

      Business Response

      Date: 07/26/2024

      Thank you for bringing the damage 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.


      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:07/22/2024

      Type:Product 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.

      Complaint: 22016875

      I am rejecting this response because: This is the SAME  response they gave to me when I corresponded with them in email. **The information requested in the response is given in the complaint.  In addition, "*********" who managed my complaint was pointed and declared that regardless of my interaction and what I was told by the ** Car clerk at the *************** location, there was no witness to support my complaint. Simply put: I initialed/ signed the contract. 

      It is apparent they give unsatisfied / bait and switch deceived customers the same run-around until we tire and walk-away. THey probably learned from the airport management: " Eh...more will come".

      Regards,

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

      xes and Fees, his handwriting included some $300 deposit and $~260 rental charge. I said Hey, Im pretty sure I already paid for my rental on PriceLine.com (Which was about $220), and he quickly retorted: Yes Sir, this is simply a formality, and your deposit that will be refunded to you. *At the end of it all, the return was simple, notice numerous emails being sent regarding copies of pics of return car condition and redundant copies of contract. Something bothered me, looking into I found that they returned my deposit; however, the $~260 was ADDED to my already paid $~220 rental fees I contested the deceptive validity of the wording on the contract, as well as the clerk ensuring me that the initialed areas were to decline additional coverage (as they generally do), and after being stone-walled and several pointed rebuttals, I was told simply; No one was there to witness your interaction with the clerk, and you signed the contract, finito (para-me).

      Business Response

      Date: 07/26/2024

      Thank you for bringing the additional 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.


      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

      Business Response

      Date: 08/02/2024

      We understand your frustration.


      However, how can we help you further if you won't provide the rental details? We nee you to verify the requested details.

    • Initial Complaint

      Date:07/15/2024

      Type:Billing 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.

      Complaint: 21990527

      I am rejecting this response because:

      (see attached)

      Regards,

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

      approximately one month later) we have been unable to resolve the concern. We are trying to seek reimbursement for the additional cost that was paid for the car, as well as the additional amount charged in "taxes and fees" at the counter.

      Business Response

      Date: 07/20/2024

      Thank you for bringing the additional fees 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.


      Based on the rental document, you were additionally charged for the following:


      1. Toll
      2. LU and PRA - These charges are defined as *************************

      Business Response

      Date: 07/28/2024

      Regarding your concern #1 (rental car provider), please resolve this issue with Expedia since we are unable to help you further. It's not our fault when the booking shows NU Car Rental / Easeway Car and Truck Rentals as our Supplier. 


      As for the rental charges, we will send another follow-up to our Puerto Affiliate since this is a counter-charge. Please be advised that NU Car Rentals 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.

      Customer Answer

      Date: 07/31/2024

      Complaint: 21990527

      I am rejecting this response as my concern in regards to the additional amount charged by NU Car Rental has not been resolved.  Thank you.

      Regards,

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

    • Initial Complaint

      Date:07/15/2024

      Type:Product 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 vechicle from Nu Car Rental on 7/6/24 and representative tricked me into signing for insurance coverage after I declined. He stated it was a required vehicle deposit. After returning vehicle on 7/6/24 I received a charge to my credit card on 7/11/24 of $550.69 for insurance. I called customer care number on invoice and was told they were an answering service in ********* and that I did indeed sign for insurance and there nothing they can do. I asked to speak to supervisor to resolve and was told there is no one as they are a call service.

      Business Response

      Date: 07/20/2024

      Thank you for bringing the extra coverage 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 forwarded to our Denver ********* to ensure your concern is addressed. We apologize for the inconvenience this has caused.

    Nü Car Rentals is NOT a BBB Accredited Business.

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