Business Profile

Auto Rentals and Leasing

Nü Car Rentals

This business is NOT BBB Accredited.

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This business has 1 alert

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

403 total complaints in the last 3 years.
123 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.

Initial Complaint
Date:08/06/2023
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.
Date: 8/02 Reservation: DEN-****** When picking up the vehicle, the representative stated a list of fees that would be charged to our account then asked us to initial on a contract for those charges, however the representative did not cover the full range of charges that would be applied. Specifically 2 charges were not spoken about and the company is not willing to cooperate in any way. Charges NOT discussed:Glass/tire protection and ldw Loss damage waiver After reviewing their BBB rating and online review ratings, it is clear this is a common occurrence of them failing to discuss in detail or overcharging with shadow charges while hoping people do not read the full terms of the agreement and implying to the customer they have covered all list of charges, which is not the case.
Business Response
Date: 08/10/2023
Thank you for bringing this to our attention.

As for your concern, please be advised that we'll coordinate with our ****** affiliate and ask them to provide us with the rental documents. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
Customer Answer
Date: 08/10/2023
Complaint: 20427228

I am rejecting this response because: I do not see a response from the company regarding their resolution.

Regards,

*******************************
Business Response
Date: 08/14/2023
Based on the attached Signed Rental Agreement, you agreed to purchase the *** and Glass/Tire Protection. We do apologize but the charge will stand.
Initial Complaint
Date:08/02/2023
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 booked a car rental with Priceline as a VIP member and fully paid for the rental before our trip. We arrived in *** on 6/30/23 to pick up our rental and were told that we could not take it to ********** of ** and ** as planned, unless of course we paid for insurance that meant an additional $412.62 would be added to the $457.91 that we already paid Priceline. We were forced to add this charge in order to be given the rental car. We did not take the rental car out of the country. We have contacted Priceline several times and they are waiting for a response from NU car rentals. This was a shady transaction and should not be allowed to happen. To say that we are disappointed would be an understatement. We would like a refund of $412.62 that was forced upon us in order to get our rental car.
Business Response
Date: 08/07/2023
Thank you for bringing this to our attention.

As for the insurance fee, may we have the following so we can further investigate with our SLC 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. Primary driver's name
Customer Answer
Date: 08/07/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I have attached the Priceline Itinerary as well as the ** car rental final invoice.

Regards,

*****************************
Customer Answer
Date: 08/07/2023
Complaint: 20412433

I am rejecting this response because:
I have reviewed the response made by the business in reference to complaint ID ********, and I have attached the Priceline Itinerary as well as the ** car rental final invoice.

Regards,

*****************************
Business Response
Date: 08/11/2023
Based on the Signed Rental Agreement, you agreed to purchase the **** All renters have the right to decline the additional fees at the counter. We do apologize but the charge will remain.
Customer Answer
Date: 08/15/2023
Complaint: 20412433

I am rejecting this response because: You have not considered the fact that the person at the counter told us (as well as other customers) that if we did NOT accept the insurance, they would use GPS to track our mileage and we would have to pay an additional per mile charge, which would be more than the cost of the additional insurance. She also stated that if we were to get into an accident or if the car was damaged, we would be assessed more than the fair market value of the rental car. Again, we felt like we had no other choice but to purchase the additional insurance and that these tactics were deceptive. We think this company is engaging in unfair business practices at the expense of the customer.

Regards,

*****************************
Initial Complaint
Date:07/31/2023
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.
We rented a car from this company from 29th June to 12th July. The car was paid for online at the time of booking.On arrival at the depot to collect the car I asked to add my wife as an additional driver and was directed to sign a screen authorising payment for this and for a $200 security deposit. After being handed the car keys I turned to leave the reception but was called back and asked to pre authorise my card for tolls which the agent had forgotten to do. When I advised I was fine just paying cash as we didnt plan to do much driving I was assured I would only be charged for tolls I used and it was more convenient to just drive straight through with the sun pass.The only journeys we took which went through tolls were the journeys from the Rental to Champions Gate resort and back and a return journey to ***************************. On return from holiday I received an invoice for $180 for tolls! I checked the sun tolls calculator website & calculated the total tolls for the journeys we took came to 25 so they conned me out of $155.Nu Car are absolving themselves of anything to do with this and advised I signed a contract with the local depot to pay $13 per day for tolls but I was not made aware of this as there were no T&C's presented or read out to me when I signed, I thought I was just signing to authorise payment for tolls used.The car hire company is refusing to refund my money hence my complaint.
Business Response
Date: 08/02/2023
Thank you for bringing this to our attention.

As for the toll 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 us with the following instead so we can pull up the correct account.

1. Confirmation # ending in NU
2. Primary driver's name
3. Pickup location/Destination Airport
Customer Answer
Date: 08/07/2023
Complaint: 20399311

I am rejecting this response because:

Please find requested details below:

Confirmation number: 609-1027249-NU

Primary Drivers Name: *************************

Pickup Location: ***************

Regards,

*************************
Business Response
Date: 08/11/2023
Based on the Signed Rental Agreement, you agreed to purchase the prepaid toll as shown in the attached file for $13.99 per day. We do apologize but the charge will stand. This was also verified by our *** Affiliate.
Initial Complaint
Date:07/26/2023
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 rented a vehicle from NU Car Rentals near **************************** for two weeks from ***** June 2023 at the rate of $31.00/day plus the usual fees/taxes, etc. (effective daily rate of $55.61). My complaint stems from the last day when I needed to extend the contract for another five to six hours. When I called to make that change on 26 June, I was informed that instead of the $31/day (plus airport fees/taxes/surcharges totaling $55.61), the ** Car customer service rep stated that the extension rate was now $247.00 for the 5+-hour request. Ironically, NU Car rentals had sent me an email earlier on 26 June asking if I wanted to extend the car. There was no indication from them that the rate to do so would be so exorbitant until I called on the evening of 26 June to extend. After discussion with the ** Car customer service rep, it was subsequently knocked down to $197.43. While I understand it is customary to charge a day's rental fee, which I had expected to be at the contracted rate of $31 (effective rate of $55.61), this is a bait and switch tactic. At that point, I had no choice, we had multiple meetings set on **************************************************** order to set up an estate sale for my late mother-in-law's estate, and we would not be able to turn the vehicle in by **** that morning, per the contract. Instead, we had no option but to return the car later that day between 4 and 5pm for an 8pm departure on 27 June. There is nothing in any of the contract fine print that indicates such an extreme mark-up would be applied for an extension. I requested reimbursement from NU Car Rentals of $141.82 to be credited back to my Discover card - paying just the contract rate of $55.61 for the extension, but the NU Car Rentals rep refused to support my request. I also filed a complaint with the CO ************************* on 21 July, since they handle consumer complaints but apparently do not try to resolve them. They referred me to BBB.
Business Response
Date: 07/30/2023
Thank you for bringing this to our attention.

As for your concern, please be advised that we'll need to coordinate with our ****** Affiliate about the extra day of $197.43. In the meantime, may you provide ** with a copy of the call history or call log that you were able to notify them on 06/26/23?
Customer Answer
Date: 08/02/2023
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. I have attached the pertinent page from my ******** phone bill as a record of my conversation with NU Car rentals on 26 June 23. Their number is **************.

Regards,

*******************************
Customer Answer
Date: 09/25/2023
Complaint: 20380535

I am rejecting this response because:

NU Car rentals has not responded to me.

Regards,

*******************************
Business Response
Date: 09/27/2023
Here's the response we received from our ****** Affiliate.

Good Morning Team,
I have looked over this account and I do see the charge in question. The day the customer called in the rates were extremely high, $236.02 per day, ****** after tax, one of our customer care reps reached out to the manager of the location as a one time courtesy for the customer and the manager agreed to a lesser rate of $150.00, $197.43 after taxes, as long as he returns by 6pm as he stated he would. Customer agreed to terms, authorized the $197.43. Even after agreeing to payment and terms the customer still didnt return until 6:19. Because this customer agreed to everything, these charges will stand.
Initial Complaint
Date:07/19/2023
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.
I rented a car from NU in ******, **, at the airport on 5/30/23. The car they gave me was a 2021 Dodge Charger with **** license plates and had extensive, preexisting hail damage. I notified the agent during inspection and they told me they were aware of it, to just take photos and if I wanted a different car the wait time was over an hour. I was in a rush so I kept the car and drove off. I returned the car on 6/2/23 and flew home. On 6/21/23 I received an email and a call from (ACM,) ***************************** asking for my private insurance information so that they can submit a hail damage claim on behalf of their client NU Car Rental. I informed *****************************, the ACM agent who called, that the damage was already present when I took the car. I emailed him supporting photos and even included a weather forecast for ****** and surrounding areas for the entire time I had the car from 5/30/23 to 6/2/23, where it showed there was no hail or even rain during that period. As of this complaint, he has not even acknowledged receiving my emails but he keeps contacting me just about every 2 weeks asking for information. I am certain that this damage happened some time ago in one of their parking lots and theyre trying to pin it on one of their customers. This is a dishonest business engaging in fraud and extortion of unsuspecting customers and they need to be stopped.
Business Response
Date: 07/23/2023
Thank you for bringing this to our attention.

As for your concern, please be advised that we'll coordinate with our ****** Affiliate about the car's damage. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
Customer Answer
Date: 07/24/2023
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:07/17/2023
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 paid for a rental from N through priceline at $478. I did not receive the rental car I reserved. They charged me an additional $421 when i got there for another car. . I had no choice but to pay for the rental because we were stranded there and they already had half the money. I was lied to by the man at the rental car place. He said to call him the next day and they would sort out the price. I called 5 times and each time i was put on hold and then disconnected. They never returned the call.
Business Response
Date: 07/20/2023
Based on the attached Signed Rental Agreement, you agreed to purchase the insurance specifically the following:

1. Supplemental Liability Insurance
2. Rental Liability
3. Personal Accident
4. Collision Damage Waiver

We do apologize but the charge will stand.
Initial Complaint
Date:07/14/2023
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.
I picked up my rental car on 7/13/2023 at Westin ***.The staff asked me if I need a toll pass and I asked what is that mean. And she ask we what is my plan with the rental car. I told her I am planning to go around ******* and drive to *********. She told me that then you MUST have a toll pass ($14.99x6days). I asked several times, is that a must? and can't I pay the one-time toll fee by myself when I drive through the road? I only need to a one-time toll and I shouldn't need a pass for 6 days. And she said no, you must have the toll pass to drive from LA to *********.And I finally found out that it is not true. there are the ways from LA to SD without toll free, and also even if I want to drive through the road with toll, I can pay one time fee on my own. The toll pass is actually not mandatory.I am asking for the refund ($89.94) as I got untrue and falsety information and was forced to purchase the item that is not needed nor mandatory as your staff said.
Business Response
Date: 07/18/2023
Thank you for bringing this to our attention.

Please be advised that we will further investigate the toll 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:07/10/2023
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.
Jun 17 2023 Car rental This is fraud company, I knew somthing is wrong with this, when you charge only 7$ per day.First Nu car rental guys gave car which has scratches in bumper, glad I took pictures and car they gave had tire pressure on right side was 38 well above limit and left 2 are on 28psi , very dangurus and is somthing happens they want to make money on this, fortunetly I got alert and put air on time.There was no accident and Nu car guys hide scrach and once it rains it was visible on right side of the bumber, it looked like not scrach but somthing stuck and when I was trying to wipeout emploee did not allow me to remove, this is fraud company, this is worst business and also I paid for eazypass becouse Nu employee said if we go without ezpass paid you will charge crazy 20+ per toll so I paid initial rental amount and also additional ezpass amount and now you are asking more money on toll.Now for scrach they charged on my card for ****** , this is fraud , there was no accident and scraches were there on back of the bumber from start and right side there was somthing when I returned and employee dont want to wipe out , this os scam company Thanks ******************************* ************
Business Response
Date: 07/14/2023
Thank you for bringing this to our attention.

As for the scratch in the car, may we have your proof that it was already there during the pickup? Please include the date/time so we can further investigate this issue with our ***** Supplier.

On the other hand, the toll is optional. However, the rental counter may suggest it to the customer to avoid an administration fee per violation since all cars are equipped with toll transponders.
Customer Answer
Date: 07/14/2023
Complaint: 20292008

Here is before and after rental picture , on after rental there was somthing and when I tried to clean I was not allowed to touch, and there was no accedent, car had so many scraches before, on ezpass, I had one but rep said we have to use our , they cannot turn off unit.

Regards,

*******************************
************
Business Response
Date: 07/20/2023
We understand that there were so many scratches upon arrival. However, may we know why there is no proof of the dent on the rear side of the vehicle?
Customer Answer
Date: 07/20/2023
Complaint: 20292008

I am rejecting this response because:

I said before, this was hidden and covered up, there was on at the bottom and when i just wiped it went and i tried to do and rep did not allow me to clean, there was heavy rain so whatever it was holding camr off

Regards,

*******************************
Business Response
Date: 08/13/2023
Please be advised that the car scratches has already been forwarded to our ***** Affiliate for further investigation. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
Customer Answer
Date: 08/14/2023
Complaint: 20292008

I am rejecting this response because I did not get credit and they all know how their business model works
Regards,

*******************************
Business Response
Date: 08/28/2023
Here's our response after doing an investigation with our Miami Affiliate.

Please find attached snapshots from our vehicle condition video surveillance system, where you can clearly appreciate that the damage noted during the vehicle drop off was not existent at the time of the pickup. See below description of the snapshots:
SNAPSHOT 1 was taken from the vehicle pickup walkaround. We have marked the area that confirms that there was no pre-existing damage.
SNAPSHOT 2 was taken from the drop off incident report. We have marked the area where the new damage is located.
SNAPSHOT 3 was taken from the drop off time surveillance. We have marked the area where the vehicle is being inspected by our staff member and the customer.

As per the customer's complaint about the vehicle's tire pressure, please note we did not receive any notification from their end regarding this matter while the vehicle was on rent, and according to our signed pickup condition report, the tires of the car were inspected without noticing any issues with pressure or condition when the car was collected. We have also attached a picture of the dashboard of the vehicle that was taken during the pickup time. You can note that there are not low tire pressure warning lights turned on, confirming that there were no issues with this when the vehicle was collected.
Customer Answer
Date: 08/30/2023
Complaint: 20292008

I am rejecting this response because:

They are saying same, they mask temporarly and when I tried to clean they did not allow, there was one more down and I was able to clean and when i startedd cleaning other one they did not allow, this i fraud, and on air they know intentionally they put low and when sothing happenes you pay to fix it becouse they asked me to take warrenty, I have credit card entry from gas station for filling air, this business is totally fraud , i wrote all and this guys are coming back with same pictures, this is how they make money, how can you give rental car for almost nothing with this economy , no way, they get money by doing this cheating

Regards,

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

Business Response
Date: 09/01/2023
We understand your frustration.

If you want to make an appeal, please contact our ***** Affiliate at ************.
Customer Answer
Date: 09/01/2023
Complaint: 20292008

I am rejecting this response because: Its same scam company, and for the fake scrach it should be less than 100 not 500, I will report to ******************* office too

Regards,

*******************************
Initial Complaint
Date:07/05/2023
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.
On 3/20/2023 I rented a vehicle from NU car rentals in *******, **. On the evening of 3/21/2023 I was driving the vehicle down a two lane highway and heard a scraping sound. Because the highway had no shoulder and it was dark, I drove to the nearest driveway off of the highway and inspected the underside of the vehicle, a Dodge Charger. I found the engine guard on the underside of the vehicle had pulled from it's mounts and was scraping on the road. I tied the guard back up and drove to our hotel. When I returned the vehicle, I told the attendant what happened, they asked me to fill out a form. Subsequently, I got a notice from my insurance company that NU Car had filed a claim against me. I contacted the their party claims processor handling the claim for NU Car, ****************************** (ACM) and told them I wanted to contest the claim. I heard nothing back from ACM. On 7/5 I contact ACM again and told them I wanted to contest the claim and they report to me that there was damage on the underside lip of the front bumper that is consistent with causing the guard to be damaged and come lose. I asked them to provide pictures of the underside of the front bumper from prior to me renting the vehicle, proving that I am the one that caused those damages. They have not or cannot provide such pictures. My claim is that NU Car has stuck me with a vehicle that had damages, that I would not have even been able to see or report, unless I had gotten on my hands and knees and taken pictures prior to leave their lot with the vehicle, and as a result, they stuck me with essentially a "**** in the box." I was the unlucky customer who happened to be holding the vehicle with the **** came out of the box, so to speak, and the engine guard become disconnected, causing me and my insurance company time and money to manage.
Business Response
Date: 07/08/2023
Thank you for bringing this to our attention.

As for your concern, we'll coordinate with our Phoenix Supplier about the car's damage. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
Customer Answer
Date: 07/10/2023
Complaint: 20275300

I am rejecting this response because: waiting for more clarification per the businesses response.

Regards,

****************************************
Business Response
Date: 07/12/2023
Please be advised that we are still working to resolve your case. Please continue to bear with us.
Business Response
Date: 07/20/2023
Thank you for patiently waiting. Please be advised that our ******* Affiliated suggested that you need to contact ACM since the car has damage. We do apologize for the inconvenience.
Initial Complaint
Date:06/27/2023
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 March 29th I rented a car from this place. They put a deposit hold of $2500 on my credit card. When I returned the car, they claimed there was a scratch on the bumper that wasn't there before. They had me put down a $500 deposit (My insurance deductible) and file a claim with my insurance company (Geico). They returned the $2500 but kept the $500 because my insurance covered the alleged damage. I believe that this company is scamming not only customers but insurance companies because if they made me file a claim over the scratch then I'm sure they made others file claims for other scratches. This company has no intention of fixing any of the scratches that they're getting insurance money for. I truly believe that they are scamming everyone who walks through their doors.
Business Response
Date: 07/03/2023
We do apologize for the inconvenience.

As for the damage 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 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

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Nü Car Rentals is NOT a BBB Accredited Business.