Business Profile

Auto Rentals and Leasing

Nü Car Rentals

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

402 total complaints in the last 3 years.
123 complaints closed in the last 12 months.

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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:09/13/2023
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 9/12/23 I rented a vehicle written Nu Car Rental. The agent checking me out informed me that I should not fill up the vehicle before returning, as they have a refill rate of $3.30, which was less expensive than gas in the area. I returned my vehicle the next day, without filing to the tank, as I was expecting the refill rate of $3.30 a gallon to be applied.When I looked at my receipt, I was surprised to see a prepaid fuel charge of $89.70 applied.When I reached out to get a refund and have them refill at the $3.30 rate, they said no refunds. Very deceptive practices going on, when the agent informed me of one thing, and I trusted the agent, and then having an amount charged that more than doubled the original agreed upon amount.
Business Response
Date: 09/20/2023
Thank you for bringing this to our attention.

We will now further investigate this case with our ****** Affiliate. We do apologize for the inconvenience.
Customer Answer
Date: 09/20/2023
Complaint: 20599109

I am rejecting this response because: nothing is being done regarding the charges, other than a "promise to investigate".

Regards,

*****************
Business Response
Date: 09/21/2023
We understand your frustration.

Please be advised that a follow-up was made to our ****** Affiliate. We do apologize for the inconvenience.
Customer Answer
Date: 09/21/2023
Complaint: 20599109

I am rejecting this response because:a "follow up was made" - what was the follow up, and why are you unwilling to refund the unfair and extra deceptive charges, especially when the agent assured me that I didn't need to fill the gas tank, because I'd have a better rate with your refill rate of $3.30?

Sounds like a cover up, and unwillingness to address the issue of deceptive practices, with extra charges you're unwilling to refund.

*****************
Business Response
Date: 10/02/2023
Based on the attached Signed Rental Agreement, you agreed to purchase the prepaid fuel for $3.90 per gallon. We do apologize but the charge stands.
Initial Complaint
Date:09/11/2023
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.
This company is breaking the hidden charge law of ********. I booked a car rental from 9/2 to 9/9 under my partners name ***************** The price advertised on the website was about a third of what they charged me the day i picked up the car. I didnt have any option but to accept because i wasnt able to find another rental in such short notice. The person that worked at the desk had clearly been trained to scam people. He added a bunch of extra charges that made my bill 3 times the original quote. After complaining they agreed to take off some of the extra charged but not all. In the end i was extorted and forced to accept the terms because I had no other option.After looking at other peoples experiences with this company I realized that this is an organized scam and someone needs to do something about it. Scammers like this must be punished for breaking the law and stealing money from consumers. Please help
Business Response
Date: 09/14/2023
We do apologize for the inconvenience.

Based on the Final Invoice, you were additionally charged for LOSS DAMAGE WAIVER and SUPPLEMENTAL LIABILITY INSURANCE. May we know if you were able to present proof of the coverage or the Declaration Page upon arrival? If yes, may we have the documents you presented at the counter for further investigation?
Initial Complaint
Date:09/06/2023
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.
1. Car rental from August 31, 2023 - September 4, 2023 2. It is a reasonable expectation to be issued a safe and reliable car. 3. Total paid $799.28. Original car reserved - $236.48. Coerced upgrade - $262.80 Security Deposit (yet to be refunded) $300 4. We traveled to ******, ********. We were issued a Jeep after reserving (and paying for) a Charger. I was asked upon checking in if I wanted an upgrade. I agreed. I was not told that I had to PAY for the upgrade until it came time to sign the paperwork. At this time I was told that I also had to pay a $300 deposit. The Jeep was okay as long as we were in town and the speed limits were 45mph. When we took the Jeep on the highway to go up into the mountains, as soon as we reached between 60-70mph (the speed limit was 70mph) the Jeep would shake and vibrate so violently that it was almost uncontrollable. We are fortunate we didn't wreck. My passenger called the rental company and there was no answer. So we turned around and drove at 40mph on the shoulder of the highway back into ******. We returned the Jeep the next morning before our flight. I tried talking to the man checking us in to let him know about or experience. He was rude and condescending and then he jumped in the Jeep and pealed out, squealing the tires, WHILE WE WERE STANDING NEXT TO THE ***** Not only were we unsafe driving the Jeep, we were even unsafe in the parking lot of the rental company. We then went inside to see if there was a manager to talk to. There was not one on duty, the lady behind the counter told us to call customer service. **************** was not helpful at all. She told us they tested the jeep which isn't even possible between the time we turned in the jeep and the time I spoke with her. Then she told be I had to turn in my call logs to her proving that I called her. She made every excuse to not refund any money to me. I want $562.80 refunded to me **** dep). I will pay the original reservation of $236.48
Business Response
Date: 09/10/2023
Thank you for bringing this to our attention.

Please be advised that we will further investigate the car issue and upgrade fee with our ****** Affiliate. We do apologize for the inconvenience.
Customer Answer
Date: 09/11/2023
I reject this resolution because: there is nothing in this response that is an actual resolution to my complaint. An investigation does not resolve this matter
Regards,

*************************
Business Response
Date: 09/18/2023
We understand your frustration.

However, we are still waiting for the response from our ****** Affiliate. We do apologize for the inconvenience.
Initial Complaint
Date:09/05/2023
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.
Everything was going great until I returned the car. Before I could get on the shuttle I checked my email. I only had a $50.00 hold on my credit card which was refunded, but i guess since i didn't purchase any of their coverages and use the rental coverage on my credit card I was charge $250.00 for smoking and I don't smoke. Never would have known about this charge if i didn't check my email. No one at the counter told me I was getting this charge. The guy that checked me in came out to smoke a cigarette while i was waiting for the shuttle and didn't tell me i was charged a smoking fee for ashes in the cup holder. I went back in and Nu going to show me a picture that could have been generated from anywhere from any car showing ONLY the cup holder area with ashes not the inside of the car as well .(Didn't even use the cup holder in question either) I asked let me see the car because I saw someone just drive it to the back. They refused and gave me a number for customer service to dispute. Their worst than the dirt bags working at the counter. I been renting cars for over 15 years when i travel out if town and i never received any other charges besides the cost of the rental and not a smoking fee especially when i don't smoke. It's true you get what you pay for should have just stuck with Enterprise. I have seen when landlords practice this bad habit saying the apartment was left dirty just to keep people security deposit but this is just SAD. Please if your going to rent from this company please DON'T BE TAKEN ADVANTAGE OF AND BECOME THEIR NEXT VICTIM. TAKE YOUR OWN PHOTOS OF THE *** BEFORE LEAVING AND RETURNING IT. Would like a refund of $298.11
Business Response
Date: 09/08/2023
Thank you for bringing this to our attention.

Please be advised that we'll further investigate the smoking fee issue with our ********* Affiliate. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
Initial Complaint
Date:09/05/2023
Type:Service or Repair 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 made a reservation via ************ for a rental car. When I went to pick up the car at Nu Car rental on 8/18/2023 at **** am, the gentleman that was serving told me after getting my driver license since Im a ******* resident they cant rent me the car unless I want be charged $100 extra for each day. I asked about my refund because I used a ******* address to make the reservation and a ******* credit card. He told me dont worry since they are the one refusing to let me rent the car I will get my full refund. He suggested for me to the shuttle ******************* where I can go use a different rental car agency. I asked him when will get my refund? He stated just call ************ they will make an inquiry and I should be able to get my money back with in 2- 4 weeks. Yesterday I received and email , they said they will not refund my $255.72 back. Not only Nu rental didnt provide me a rental car, I was under distressed to make other plan in the last minute and over pay. For Nu Rental car trying to steal my $255.72 this is a scammer and a public crime. Please help because I need that money back. Thank you.
Business Response
Date: 09/08/2023
We are sorry to hear you are unable to rent the car.

Please be advised that we already informed your booking Source, ********** that the car was not rented due to being a local resident. They can follow their own company policy to give you options on how to get your funds back.
Initial Complaint
Date:08/29/2023
Type:Service or Repair 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 from Nu Car Rentals and the agent did not let me read the contract, he just told me to sign. He did not explain that the gas refill would be for a full tank no matter how much I used, and he did not explain I could opt out of the loss damaged waiver and that it was insurance. He also lied about how much the toll pass would be, and didnt explain any of the extra charges. He told me to bring the car back empty if I wanted because they have the cheapest gas around.
Business Response
Date: 08/30/2023
Thank you for bringing this to our attention.

However, based on the Signed Rental Agreement, the agreed to sign up for the **** Toll and Prepaid Fuel. In fact, the extra charges were already included in the paperwork when you signed them.
Customer Answer
Date: 08/30/2023
Complaint: 20536753

I am rejecting this response because:

The agent did not give me time to read or explain what all these charges were. He told me I could bring the car back empty if I wanted to and not to worry because they have the cheapest gas around. He did not say I would be charged for a full tank no matter what level I brought it back at. He did not tell me I could opt out of any of the other things, he lied about the amount the toll fees would be. He clicked on the screen so all I did was sign. I was bullied into signing for things that ****** explained to me and it was extremely predatory. I want my money for the gas and loss damage waiver back.
Regards,

***********************
Business Response
Date: 09/01/2023
Our ****** Affiliate is using "Tablets" during the pickup. They can be handheld or on a little stand that toggles to the customer or the counter agent can toggle it back to them.

Each screen has a different add-on to accept or decline. Should the customer decline to add a specific charge, there's a box on the next page where you can put your initials stating "by initialing you Decline to purchase ___".
Customer Answer
Date: 09/03/2023
Complaint: 20536753

I am rejecting this response because:

There was no box to decline. The agent did not give me any options to decline, and did not allow me to properly read the screen. Nothing was explained and this is predatory. Id like my money back for the loss damage waiver and the gas price fixed since I did not use a full tank. Even the person that checked my rental truck after said he was going to check the gas gauge, leading me to believe Id only be paying for what needed refilled.

Regards,

***********************
Initial Complaint
Date:08/25/2023
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.
8/20/23 Nu car rentals - ****** ****************************************************************** Invoice den-****** Deceptive practices. Charging additional fees Beyond what was discussed and promised. Paid $496.48 up front for the rental. At time of rental I told them numerous times I did not want any additional insurance and was confirmed by the associate i would not be charged for anything but tolls and pre paid fuel upon returning. At the return I was charged a total of $516.17. This included ***** for pre paid fuel and ***** for tolls which I expected. Im addition to these charges I was also charged ***** for glass and tire protection, 168 for loss damage waiver, ***** for ap surcharge, and ***** in taxes that was unexpected and not wanted. I tried to work this out with them after the fact and they refused to reverse the additional charges. Regardless of the documentation they said I agreed to, they use deceptive practices to obtain the agreements to overcharge customers. I am seeking reimbursement for the additional charges they listed to my account.
Business Response
Date: 08/29/2023
Thank you for bringing this to our attention.

As for your concern, we'll coordinate with our ****** Affiliate about the insurance fees. We do apologize for the inconvenience.
Customer Answer
Date: 09/01/2023
Complaint: 20521614

I am rejecting this response because:
I have not seen any reimbursement made to my account as of yet. I would like to leave this inquiry open until I see action taken regarding a reimbursement of the additional fees.

Regards,

*****************************
Business Response
Date: 09/05/2023
Based on the attached Signed Rental Agreement, you agreed to purchase the Glass/Tire and LDW. We do apologize but the charge remains.
Customer Answer
Date: 09/06/2023
Complaint: 20521614

I am rejecting this response because: as initially stated I was told numerous times by the associate I would not be charged for anything but gas and tolls. I was rushed through paperwork after a long flight and just wanted to get on my way. You run a deceptive business practice as I see this is a common complaint with people who use your service. I am not satisfied with being taken advantage of after being told verbally numerous times I would not incur any additional charges.

Regards,

*****************************
Initial Complaint
Date:08/21/2023
Type:Sales and Advertising 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 was told when making reservation that a copy of my valid insurance card was good for car rental. When I arrived, they told me I have to use their insurance... Also was told that I have to use their Sunpass, that my EZ Pass was not allowed to be used, had to pay for that as well. I have always used EZ on ******* Turnpike with no issue
Business Response
Date: 08/23/2023
We do apologize for the inconvenience.

Please be advised that we'll coordinate with our *** Affiliate about the insurance issue.

On the other hand, please be advised that all vehicles are equipped with toll transponders. Thus, if the customer crosses the toll booths, an admin fee of $35.00 per day will be charged for toll violations.
Initial Complaint
Date:08/21/2023
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 rented a car from NU Car Rentals from June 14 - July 11, 2023. The car was provided through their affiliate ********* in ******, **************. The rental agreement was for 27 days for a car with unlimited mileage. At the counter I purchased ********************** for the car for a fee of $656.17 to cover all damages including towing and replacement of the car. I also paid a cross border fee, as I told them I intended to travel to 6 different ** countries. At the beginning of the rental period my credit card was preauthorized for $1,825.90 as a security deposit. At the conclusion of the rental period I returned the car undamaged, in good working order and on time. Upon returning home I received an email from the company stating that they were not returning my security deposit and were charging me additional fees because I returned the car with an expired oil change interval. I was never informed that I, as the renter, was expected to perform regular maintenance on the vehicle. No emergency indicators such as oil pressure or temperature ever came up on the car. Neither the rental conditions from NU Car rental or the rental agreement I signed with ********* say anything about servicing the car. I have never heard of a renter being expected to perform regular maintenance on a rented vehicle. I have reached out to Nu Car Rental repeatedly since July 14, 2023 when I learned about these charges and nothing has been done. They actually closed my case and I have had to ask them to reopen it. My concerns have not been addressed. I am being extorted for approximately $3000. I would like for my security deposit to be returned and for any additional charges to be dropped. My original confirmation number for the rental is: **********nu, my ticket number for my first complaint is #****** and for my second complaint when I refiled the complaint is #******
Business Response
Date: 08/22/2023
Based on our ****** Affiliate, you were aware of the car maintenance after sending us the attached file. However, we did not see any supporting statement based on the document.

Please be advised that we are still doing further investigation on this matter. We also asked them if the car was damaged.
Customer Answer
Date: 08/22/2023
Complaint: 20497137

I am rejecting this response because: The document attached to your response is a more legible copy of the same document I attached to my original complaint. If you read either of these documents closely, you will see that there is no mention of servicing the vehicle or preforming maintenance on the vehicle. The Rental Conditions from NU Car Rental sent to confirm my reservation and the Acknowledgment of Responsibility from ********* both clearly state fines for traffic violations, smoking, driving outside of the ** and information about responsibility for insurance (which I did purchase from ********), but make no mention of servicing the vehicle.
In short, I was provided with no information about servicing the vehicle while it was in my possession prior to or during the rental process. I returned the vehicle in good working order and with no damage even though I purchased the company's ******************* which is advertised to cover all damage to the vehicle (see originally attached screenshot). I would like my money to be refunded.
Regards,

*******************************
Business Response
Date: 08/28/2023
We understand your frustration. Please be advised that we are still waiting for our ****** Affiliate to give us detailed information about this case. We also requested them to send ** proof if there are any damages.
Customer Answer
Date: 08/28/2023
Complaint: 20497137

I am rejecting this response because:
I appreciate that you are working to get additional information from your ****** affiliate and I will be patient, as I am hopeful that we can reach a resolution where these fines are dropped and I am reimbursed.
I will again reiterate that there was no information provided to me during the rental process about the servicing of the vehicle and that I did not damage the vehicle. I will await your further response.
Regards,

*******************************
Business Response
Date: 09/11/2023
We really do apologize for the inconvenience. Our ****** Affiliate is still insisting that the car should need maintenance if it goes beyond **** km.

Rest assured that we are still working on this matter.
Customer Answer
Date: 09/11/2023
Complaint: 20497137

I am rejecting this response because:
I understand that your ****** affiliate keeps saying that the vehicle should have been serviced at **** km. My issue with this is, the company is responsible for maintaining their own fleet of rental vehicles. This maintenance that they want to fine me for is regularly scheduled maintenance, which is not the responsibility of the consumer.
In no way did they ever express to me either before or during the rental contract that they intended for me, as the customer to maintain their vehicle. I did not damage the vehicle. No emergency indicators came on during the time of my rental to indicate that there was a problem with the vehicle. I returned the vehicle in good working order. I signed no documentation indicating that I would be fined if I did not maintain their vehicle. My contract was for unlimited mileage so putting a limit on the number of miles or kilometers I was able to drive is a breach of contract on their part. I purchased their platinum insurance to assure a smooth rental, and it has been anything but smooth. I am so frustrated that this continues to be an issue.
I have done nothing wrong and your ****** affiliate has no justifiable reason for not returning my security deposit and dropping these ludicrous fines. If they intend to have their customers perform regularly scheduled maintenance on their vehicles and do not intend to actually honor contracts for unlimited mileage, these stipulations need to be expressly included in signed documentation, such as the Acknowledgment of Responsibility they had me sign before I rented their vehicle. That document clearly laid out charges that I could face for things like smoking in the vehicle or returning it without a full tank. It mentioned nothing about servicing the vehicle, and this fine they are trying to impose on me far exceeds ANY of the fines outlined in the document I signed. I cannot be fined for some random policy your affiliate has decided to impose that was not expressly included in my contract or my acknowledgment of responsibility. Asking a customer to perform regular maintenance on a rental vehicle is not a common practice. This fine is fraud and completely unacceptable.
I would not have ended up renting a vehicle from Rent Plus if they were not affiliated with NU Car Rentals. I trusted that NU Car Rentals would use reputable and honorable affiliates, and I am very disappointed that this has not been the case. I am still waiting for my security deposit to be returned and for all fines to be dropped.

Regards,

*******************************
Business Response
Date: 09/28/2023
We are still waiting for the entire document from our ****** Affiliate. Please bear with us.
Customer Answer
Date: 10/11/2023
Complaint: 20497137

I am rejecting this response because:
I am still awaiting their response as the matter has yet to be resolved. I am still trying to resolve this issue with this company.

Regards,

*******************************
Customer Answer
Date: 10/11/2023
Complaint: 20497137

I am rejecting this response because:
I appreciate that you have reached out to and are waiting for a complete document that actually bears my signature and also includes information about the purported service charges from your ****** affiliate. I will continue to be patient, as I am hopeful that we can reach a resolution where these fines are dropped and I am reimbursed.
I will again reiterate that there was no information provided to me during the rental process about the servicing of the vehicle and that I did not damage the vehicle. I will await your further response.

Regards,

*******************************
Business Response
Date: 10/16/2023
Please be advised that we have not received the entire document yet from our ****** Affiliate. We will get back to you once we receive the file.
Customer Answer
Date: 10/17/2023
Complaint: 20497137

I am rejecting this response because: while I appreciate that you have again reached out to your affiliate in ****** for a complete document, I am frustrated that we are still having to wait on your affiliate. I never signed a document saying anything about the servicing of the vehicle because as I have stated before I was never shown such a document or informed in any way about the servicing of the vehicle. I am still waiting for the return of my security deposit and the removal of these fraudulent charges.

Regards,

*******************************
Business Response
Date: 10/26/2023
We were informed by our Czech Affiliate that you filed a claim with your bank. Please coordinate with them for further assistance.
Customer Answer
Date: 10/26/2023
Complaint: 20497137

I am rejecting this response because:
It has been over 4 months since the charge in question was placed on my credit card. I have of course reached out to.my credit card company to complain about the charge. However, the resolution process for disputing a charge has as its first step an attempt on my part to resolve the charges directly with the merchant. I have reached out to your affiliate in ****** several times directly and they refuse to respond to me. I have been reaching out to NU Car Rentals for over three months to try to address the issue to no avail. Your affiliate never gave me any information about servicing the vehicle during my rental. They have provided no signed document, in over three months, that mentions anything about servicing the rental vehicle. The retention of my security deposit and the additional charge of fines is fraudulent and dishonest. These charges should be dropped. My preferred solution is to work with NU Car Rental and your ****** affiliate to have the charges dropped.

Regards,

*******************************
Business Response
Date: 10/27/2023
We understand your frustration.

However, our Affiliate has already sent the required documents to your bank. We suggest coordinating with your bank directly on this matter.
Customer Answer
Date: 10/31/2023
Complaint: 20497137

I am rejecting this response because:
Your handling of my complaint is infuriating. Telling me now that you will no longer help me because I have contacted my bank about these fraudulent charges is unacceptable. I began corresponding with you about these ridiculous charges in July. It is now the last day of October. Your ****** affiliate is trying to charge me over $3000 for what amounts to not getting the oil changed in a RENTAL vehicle.
My contract with NU Car Rentals was for UNLIMITED mileage over a 27 day period. These charges amount to a breach of contract. Your affiliate never gave me any information about servicing the vehicle and never asked me to return the vehicle to them for service. I paid over $650 extra to your affiliate to purchase their ****************** to cover ALL damage to the vehicle over the course of my rental. You have reached out repeatedly to your affiliate for complete documentation mentioning the servicing of the vehicle and also actually bearing my signature. Since July you have repeatedly sent me messages thanking me for my patience and telling me that you have reached out to your affiliate for complete documentation. This documentation has yet to be provided. Your affiliate has been unresponsive and has provided no such documentation, because they never informed me of anything having to do with the servicing of the vehicle. No one has ever heard of the renter of a vehicle being held responsible for maintaining or servicing a rental vehicle! This is preposterous and unacceptable.
My original concerns have still not been addressed. I have been trying to work with both NU Car Rentals and Rent Plus to remove these charges/fines since July! This is FOUR MONTHS! I only ended up with Rent Plus in ****** because I trusted the reputation of NU Car Rentals. Your affiliate is trying to steal over $3000 from me and NU Car Rentals is complicit. Even if I am able to successfully dispute these fraudulent charges through my bank, this only accounts for the $1825.90 from my security deposit that Rent Plus/Nu Car Rentals have already stolen from me. It does nothing for the rest of the over $3000 in question with this dispute. Your company is trying to blow me off and ignore my concerns. Disavowing my complaint because I am doing everything possible to defend myself from this fraud is HORRIBLE customer service. I continue to await the return of my security deposit and the removal of all of these fraudulent charges.
Regards,

*******************************
Initial Complaint
Date:08/18/2023
Type:Service or Repair 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 COMPLAINT HAS ALSO BEEN FILED WITH THE ******** ATTORNEY GENERAL I booked a rental for a stay from July 24th - July 29th. When I arrived on July 24th, I spoke with a representative after arriving from the shuttle, and he asked me several questions concerning my stay. He asked me if I wanted roadside assistance and ************* added onto the rental for additional fees, to which I said no. After asking a few more questions, I gave them my card for the deposit, and he asked me to initial on the contract, where I thought I was signing standard waivers, acknowledging that I declined insurance, etc. The representative did not mention items I would be charged for later, aside from gas, if I returned the car at less than a full tank. After returning the car on the 29th, I got the confirmation email while waiting at the airport to return home. I saw that they had charged over $142 to my car for the same roadside assistance and ************* that I stated I did not want and never used. I immediately called while in the airport, and the representative curtly informed me that since I 'signed' for the items, it would not be refundable, despite not using these services and expressly stating I did not want them. I asked to speak to the manager but was told they would not be in until the following day, 6 am, but they would 'tell me the same thing.' Upon returning home, I looked up reviews for this car rental company and discovered that this is a routine practice where they pull the bait and switch and ask customers if they want these services; we all say no, but then they get us to initial anyway and then refuse to refund the fees for services not desired, used, or rendered. Seeing this difficulty and refusal to give refunds, I did not bother calling the manager and am now asking them to be investigated for these fraudulent practices and purposely misleading consumers traveling from out of state with bogus charges.
Business Response
Date: 08/23/2023
Thank you for bringing this to our attention.

Please be advised that we'll coordinate with our ****** Affiliate about the extra charges. We do apologize for the inconvenience.
Customer Answer
Date: 08/28/2023
Complaint: 20487842

I am rejecting this response because: I want the charges refunded before I accept this response. A complaint was also lodged with the ***** AG.

Regards,

***************************
Business Response
Date: 08/29/2023
Please be advised that we are still investigating your case. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
Customer Answer
Date: 09/08/2023
Complaint: 20487842

I am rejecting this response because:

My rebuttal is that I still do not accept this resolution, as nothing has been done yet.

Regards,

***************************
Business Response
Date: 09/11/2023
Here's the response we received from our ****** *******************identifyelement="475">
Unfortunately our customer signed 2 different documents acknowledging and accepting these charges. We can not go based off of what was said verbally we can only go by what is signed for on the rental agreement, and the customer signed agree opting into the roadside assistance as well as the ************ package. The customer called in stating she admits she signed for them, but did not use them. As well all know insurance does not work like that. Had she needed the roadside, it would have been covered, as all insurance is. We would be willing to remove the ************ package if we can get in writing from the customer that they request it to be removed and they understand any tolls that come through under this rental number will be their responsibility as well as a $30.00 admin fee per toll as stated in the terms and conditions that the customer signed. Please keep in mind we are billed a month to sometimes 2 months later for tolls from the state of ******. If the customer sends that email, we will remove the tolls, the roadside assistance will stand.
Customer Answer
Date: 09/11/2023
Complaint: 20487842

I am rejecting this response because: I did not sign 2 documents, I signed one. I would like a refund for both items as I did not use our want either. If I didn't use the roadside assistance, it makes no sense I should still be charged for it, as I told the rep I want interested. You train your reps to engage with customers a certain way, so you are well aware that they ask every person if they want these items then just tell them to initial for them anyway without clarifying.
I also ask that you modify your contract to be acknowledgements of refusal to purchase like everything else on this contract. It is very odd that you would have those two be initial to purchase when everything else is not. This is also where I have a problem and feel these are very deceptive practices.
I will accept the refund for the toll package, and any related taxes and fees, and will agree to accept responsibility for any fees in the unlikely event any tolls are billed within the next 10 days as I didn't go through any tolls. Once I see these refunds I will accept their reply.

Regards,

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

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Nü Car Rentals is NOT a BBB Accredited Business.