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.

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Nü Car Rentals has 13 locations, listed below.

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  Nü Car Rentals

  20307 Terrabianca San Antonio, TX 78258-3144

• 

  Nü Car Rentals

  19821 International Blvd Seattle, WA 98188

• 

  Nü Car Rentals

  3901 Mannheim Rd Schiller Park, IL 60176

• 

  Nü Car Rentals

  321 W State Road 84 Fort Lauderdale, FL 33315-2546

• 

  Nü Car Rentals

  4121 Southstream Blvd Charlotte, NC 28217-4505

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:08/16/2023

  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 recently rented a car from *********************** Airport. The car rental place, realizing I was young and in an extreme hurry because my flight had been delayed over 9 hours, decided to scam me out of fees I explicitly did not ask for. I told them I had no desire for any insurance to which they confirmed they would not add it. However, when they had me sign instead of reading the many long documents I asked what it was and they told me it was a security deposit which would all be returned. Upon getting an email with the bill after I returned the car I saw they charged me for everything I did not ask for. I contacted multiple people within the company who essentially told me it didn't matter that I was lied to that I needed to pay the full amount because I signed. Please help me, I was scammed and lied to by this company and don't know how to get my money back.

  Business Response

  Date: 08/22/2023

  Thank you for bringing this to our attention.
  
  
  As for the insurance issue, *** we have the following so we can further investigate with our ****** Supplier?
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract
  
  If you don't have these documents, please provide ** with the following instead so we can pull up the correct account.
  
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name

• Initial Complaint

  Date:08/15/2023

  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.

  We arrived at the NU Car Rentals location at **************************************************************************** to pick up our rental car shortly after 8:00 PM on Tuesday November 15, 2022, but the agent, ****, refused to honour the contract. He insisted that we pay an additional $319.23 USD for Third ************************* (TPL). We provided him with proof of our ******* insurance, which includes $2M in TPL coverage, but he insisted that we have TPL coverage specifically for the ****************, even though it does not say that anywhere in the companys policy terms or the rental contract. I should also point out that the policy terms that **** relied upon, state that the charge for TPL is $14.99 USD per day, and yet he charged us $19.98 per day, plus 7% tax.By 9:00 PM, there was still no resolution and we were without a car, so we were forced into accepting ***** terms, but only did so under protest. We called the company the next day, and wrote to them, providing copies of all of the relevant documentation, and their only resolution was to tell us to contact the rental location again. We did so, with the same results. In our view, this amounts to a breach of contract, and is very close to outright fraud. We hope that you are able to help us and to recover payment in full for $319.23 USD, being the full amount we paid for their TPL coverage.We may be reached at ************, and look forward to hearing from you as soon as possible.Thank you and kind regards,***** and *************************

  Business Response

  Date: 08/18/2023

  We understand your frustration.
  
  
  However, based on our *** Supplier, your insurance was accepted, but it did not have coverage for the loss of use for car rentals. That is why it was necessary to add insurance at our counter.

  Customer Answer

  Date: 08/18/2023

  Complaint: 20472466
  
  I am rejecting this response because our insurance absolutely does provide coverage for the loss of use for car rentals. I provided proof of this to the agent at the counter, and sent a copy of the Confirmation of ******************** to the business's head office the following day. This is a comprehensive automobile insurance policy that covers all rental vehicles throughout North America, and has $2,000,000 in TPL coverage.
  
  Regards,
  
  *************************

  Business Response

  Date: 08/23/2023

  Please be advised that your case has been forwarded 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.
  
  
  

  Customer Answer

  Date: 08/25/2023

  Complaint: 20472466
  
  I am rejecting this response because: referring the complaint back to the rental location is not satisfactory. The corporate head office has been aware of this issue for many months and just keeps on deflecting responsibility by referring it back to the rental location. They must accept responsibility and resolve this complaint.
  

  I have attached a copy of my Confirmation of Automobile Insurance. 
  
  Regards,
  
  *************************

  Business Response

  Date: 09/10/2023

  We understand your frustration.
  
  
  However, we are still waiting for the verification from our *************** Affiliate. We will do a follow-up today. We do apologize for the inconvenience.

  Customer Answer

  Date: 09/11/2023

  Complaint: 20472466
  
  I am rejecting this response because: the *************** affiliate has had more than enough time to respond to this complaint. They ignored my complaint last November, and they have ignored every communication since then. It is up to the corporate head office to resolve this matter, and to take their own actions against their affiliate. I appreciate that the head office will be following up with their affiliate today, but I would ask that they give the affiliate no more than five business days, until the end of this week, to resolve this complaint, or to resolve it in my favour on their own.
  
  Regards,
  
  *************************

  Business Response

  Date: 09/13/2023

  We understand your frustration.
  
  
  Please be advised that we already received a response from our *** Supplier. They wanted to know if the proof of coverage (the file you provided) was handed over to the rental counter during the pickup.

  Customer Answer

  Date: 09/13/2023

  Complaint: 20472466
  
  I am rejecting this response because:

  I provided ****, the agent in ***, with the pink insurance slip at the time of the rental pickup. He was not satisfied. I then called my insurance company and put the representative on speaker phone. He confirmed the full coverage, including $2M in TPL, to ****, but **** would not budge. I then escalated the complaint to NUs corporate head office, and sent copies of all insurance documents on November 16, but still got no resolution. 

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

  Business Response

  Date: 10/05/2023

  Our *** Affiliate verified that they do not have in their records that you provided valid ** insurance with the Third Party Liability coverage. You tried to use ******** insurance that was not accepted, therefore, the additional coverage was necessarily added to the rental.
  
  
  We do apologize but the charge stands.

• Initial Complaint

  Date:08/15/2023

  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.

  A car rental was confirmed for this company through a TMobile Tuesday App.I arrived to pick up the car rental on 08/11/23 at the pick up time and designated location. Prior to confirming this reservation, my local address was documented on the reservation but then the rental agent at the pick up time, informed me only then that I could not acquire the pre-paid car rental because I didnt have a million dollars of insurance coverage to rent a ***** Spark for 2 weeks. And that my payment would be non-refundable. This million dollar requirement is absolutely ludicrous and there is no other car rental company that requires such a ridiculous amount of insurance coverage. Further the million dollar insurance requirement is not at all a standard car rental policy requirement for any other car rental companies for local car renters.This definitely presents itself as a fraudulent and deceptive practice employed by this rental company to cause many potential renters to loose their monies paid upfront through the TMOBILE Tuesday App.I am requesting that this car rental company refund my monies based upon this deceptive and abnormal insurance coverage amount of one million dollars policy as the resolution to this complaint and they desist from using this deceptive practice.

  Business Response

  Date: 08/18/2023

  Thank you for bringing this to our attention.
  
  
  As for the insurance issue, *** we have the following so we can further investigate with our Supplier?
  
  
  1. Confirmation # ending in NU
  3. Pickup location/Destination Airport

  Customer Answer

  Date: 08/24/2023

  Complaint: 20471262
  
  I am rejecting this response because:
  The information required is as follows: Reference code for the intended local rental is *********. NU car rental pickup address: **************************************** ********* ********************** ************** 
  Regards,
  
  *************************

  Business Response

  Date: 08/29/2023

  Thank you for providing us with your booking details.
  
  
  Based on the Terms and Conditions of our ********* Supplier, Local renters are considered any North or ************** drivers license holder. Local renters are limited to 100 free miles per day, additional miles will be charged at **** USD per mile. Local renters must present full coverage insurance in their name from the companies listed in the Insurance section above with 1 M US Liability coverage, a security deposit of ****USD and must show a return flight or hotel reservation in their name. Local renters may not drive out of state. 
  
  
  You can click the link below for the complete policy.
  
  
  **************************************************************

  Customer Answer

  Date: 08/29/2023

  Complaint: 20471262
  
  I am rejecting this response because: That policy should be stated upfront with the other requirements that are documented upfront to local renters because this is an abnormal amount of liability insurance coverage that most people need or have and in comparison to the standard liability insurance coverage required with other car rental companies for local car rentals.

  Your practice of burying this requirement in your terms and conditions when sub-contacting through a third party is at a minimum of a deceptive nature.

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

• Initial Complaint

  Date:08/15/2023

  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 booked a rental car online with N Car Rentals on 8/3/2023 for the *********, ** location. We went to pick it up on 8/5/2023. I prepaid online in full. The total with insurance came out to $325.52. We were denied at pickup because they would not run my Mastercard as a credit card. I have never had this issue before when a credit card was required anywhere else. They refused to change the driver to another member of our group who had a credit card with them because they said they could not change anything about the booking. So they immediately canceled us. They would not let us apply what we paid to a new booking in order to use the other persons credit card either. This same situation happened to another couple in our group also.They told us we would receive a refund on 2-3 business days. We never received a refund. I have contacted Plum Benefits which is the third party we used to book and they said N refuses to give us a refund. We then had to pay $80 in Ubers to get to our hotel since both rental cars in the group were canceled as well as get a rental car from another company the next day. The building was collapsing and is not safe for customers to be brought into. They did not have the standard economy cars advertised in the listings anywhere on the property.

  Business Response

  Date: 08/17/2023

  We are sorry to hear you are unable to rent the car. We do apologize for the inconvenience.
  
  
  However, please be advised that based on the ********* Terms and Conditions, renters must present a major credit card in their own name at the time of rental. You can refer to the link *********************************************************************** your reference. 
  
  
  To know how to get your funds back, please contact ***************************** (your booking Source and the one who charged your reservation).
  
  Website: ***************************************************

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Car rental booked in Maui **, for 8/31st through 9/2nd.I Prepaid rental and paid $164.79. After the travel advisory of no travel to Maui between August 9th and September 4th. I contacted NU car rental to change my reservation to Oahu **, or request a refund as I am no longer able to travel to Maui with my family.I was advised by NU car rental, that they could issue a credit that would be good up to a year. I responded that, a credit is not acceptable as the need to cancel My prepaid reservation is out of my control. I do not have a need To rent a car within the next year at their limited locations of service. My reservation is: 631-354376-NU I am requesting a full refund,

  Business Response

  Date: 08/17/2023

  Please be advised that the cancellation and refund request was approved and completed in our system. Please allow your bank/card company time to process the funds into your account as this is dictated by their policies and the type of card used. Please see the attached file as proof.

  Customer Answer

  Date: 08/17/2023

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

• Initial Complaint

  Date:08/14/2023

  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.

  Date of the transaction: 8/12/2022 @ 3:30 PM
  Amount: $264.81
  For: Late Fee
  Service: Rental Car Agency
  Name: Nu Car Rentals
  Location: **** ******** *** *** ****** ** ***** Rental Agreement #: **********
  
  I was charged a late fee of $264.81 by Nu Car Rentals because someone said I returned the vehicle I rented from them late. I did not return the vehicle late and I have evidence to prove it. I also have evidence to prove that the company is falsifying the contract documents to their advantage. They make it look like the time I check out and the time I check in the rental car are both earlier and later than they truly are. They realize over time that this will increase their ability to accumulate fee's. Nu Car Rentals also wrote that the fuel level of my rented vehicle was full upon check-out (see R. A.) when in fact it was only half-full (see attached email). This cost me an hour just to get through to someone in their support department so that I could adequately log the issue to keep from getting charged. To add more deception to the pile, Nu Car Rentals misspelled my email address so as to prevent me from receiving a proper receipt for this egregious overcharge upon check-out. I see this as a predatory tactic since they pulled the exact same stunt just a few weeks prior on a different rental I made with them. It wasn't until a few weeks later that I was able to find out about the charges through a lengthy series of calls to their office totaling 1 hour + and I still don't have a proper receipt for the $264.81 charge. On August 30th I spoke with ******** *. who after a lengthy discussion about all of the issues agreed that I shouldn't have been charged a late fee even given the falsified times I checked out and in according to their system. ******** promised to call back but never did. She made it sound like a favor to me that she would get the issue resolved.
  
  I am owed a full refund on the $264.81 that should never have been charged to my account. I should be paid interest on that total amount over the past year as well. This whole ordeal caused extensive trouble to me both during and after a vacation. I am even leaving some things out just so I can get my complaint lodged before waiting any longer.

  Business Response

  Date: 08/15/2023

  Thank you for bringing this to our attention.
  
  
  As for the late fee of $264.81 and the fuel issues, please be advised that we already coordinated with our Las Vegas Affiliate about this case. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
  
  
  We do apologize for the inconvenience.

• Initial Complaint

  Date:08/10/2023

  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.

  Nu Car Rental in ************* has sent me random charges over 8 months after I retuned the car and was told by the employees at the desk there would be NO FURTHER CHARGES. I live outside of the US and wanted to make sure. Yesterday I received charges from them for tolls that were not mine. I since looked up the reviews for the company and have seen this is a scam they have pulled in the past.

  Business Response

  Date: 08/12/2023

  Thank you for bringing this to our attention.
  
  
  As for the toll charge, *** we have the following so we can further investigate with our *** Supplier?
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract
  
  If you don't have these documents, please provide us with the following instead so we can pull up the correct account.
  
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name

  Customer Answer

  Date: 08/14/2023

  Complaint: 20450013
  
  I am rejecting this response because: 

  I am attaching the final invoice they have requested. I will consider the case resolved once the company gets their collection agency Viking to stop sending letters and agree that I do not owe any more money. Thank you!

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

  Business Response

  Date: 08/17/2023

  Thank you for sending us documents related to your rental.
  
  
  Please be advised that we'll coordinate with our *** Affiliate about the toll charge.

  Customer Answer

  Date: 08/17/2023

  Complaint: 20450013
  
  I am rejecting this response because:

  I am waiting to hear more about the charges being dismissed and the Viking debt collectors sending a letter saying the situation is resolved.

  Thank you! 

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

  Business Response

  Date: 08/31/2023

  Based on our *** Supplier, they have provided you the proof of tolls you crossed during the duration of the rental. Please be advised that you declined the ************ when asked at the time of pick up. Upon signing the rental agreement, you agreed to the admin fee of ***** per toll plus each toll you crossed during the rental.  Enclosed are the signed rental agreement and the final invoice. The charges are valid and will not be removed.

• Initial Complaint

  Date:08/09/2023

  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 is about the one in ******** Im ****** by the ****** airportbut the company as a whole too Im sure: these scam artists provide you a price and you sign for it and agree. They tell you dont fill the gas we will do that for you when you return it..its cheaper. They literally say that. Then they tell you we are holding a deposit and we will take the gas out of the deposit and its all goodbut then after you return itthey charge you HUNDREDS of dollars more. And they make it so you cant contact them !! SHUT THESE SCAMMERS DOWN!!! They are criminal!!! I promise you they are criminal in the business world!!

  Business Response

  Date: 08/12/2023

  Thank you for bringing this to our attention.
  
  
  As for the extra charges, may we have the following so we can further investigate with our ****** Supplier?
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract
  
  If you don't have these documents, please provide ** with the following instead so we can pull up the correct account.
  
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name

• Initial Complaint

  Date:08/07/2023

  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 was told by nu car rental that insurance is required even though I declined it and had already payed for the vehicle ahead of time and declined service. The fees that they added up on the receipts didn't add up to the totals. They charged me twice for pre paid fuel when I only used one tank and brought it back empty like they told me to. Too many people are being scammed by this company. Someone needs to do something. This company is anti American.

  Business Response

  Date: 08/10/2023

  Thank you for bringing this to our attention.
  
  
  As for the additional fees, may we have the following so we can further investigate with our Supplier?
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract
  
  If you don't have these documents, please provide us with the following instead so we can pull up the correct account.
  
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name 
  4. Pickup location/Destination Airport

• Initial Complaint

  Date:08/07/2023

  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 had the WORST car rental experience with this company NU car rentals. It all started on 08/30/22 at the ** car rental location in Vegas. They gave me a Jeep compass. I drove this vehicle to LA and it all seemed fine. on 09/04/22 the car did not start. I didnt have a battery jumper, so I paid a guy across the street to give me a boost and the car did not start. There was a Low coolant light on the car panel, so I bought antifreeze. I filled up the car with antifreeze and the car still did not start. I called ** customer service on 09/04/22 to file a complaint about the car and they told me that they couldnt do anything for me and instructed me to bring the car back to ** in Vegas. I asked them if ** will cover the towing charges, and they told me NO. I paid $1,785.00 to tow the car back to Vegas from LA. I ended up paying $209.76 for an additional night at the hotel. On 09/05/22, the tow truck driver attempted to start the car with his own jumper, and the car did not start. After 4 hours of driving with the towing company, we got to ** in Vegas and I told them what occurred. They told me they cannot pay me for the towing until they find out whats wrong with the car. They also told me that it will take them about a week for them to hear back from their mechanics. I asked them if they have a phone number at their location so I can call a week later, and they told me NO. They told me the only way for me to find out what happened to the car, is by calling their customer service number. After several conversations with a manager from customer service, I was told that the fleet manager in ***** wrote the following I must have left the lights on, therefore its my fault the battery died, and I am not getting reimbursed ************** i requested a call back from the fleet manager and never got a call. I would like to have a refund for the towing and the additional hotel night. ** gave me a messed up vehicle and they never even had the decency to call me back.

  Business Response

  Date: 08/10/2023

  Thank you for bringing this to our attention.
  
  
  Please be advised that we will coordinate with our ********* Affiliate about the car issue. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.