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

  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:06/27/2023

  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 reserved a car through NU car rentals for 6/6/23-6/11/23 for our stay in *****, Kauai. When we picked up the vehicle we were told the fuel tank was full and to sign the contract and we would then be taken to the vehicle (this was after an hour and a half wait despite a reservation time to pick up). We signed the rental agreement and did a walk through of the car. When we got in and drove off the lot, the fuel tank showed 1/8 of a tank. We pulled over to take a picture of the fuel gauge and immediately called the local Nu rental location to ask if they wanted us to return and to notify them of the fuel discrepancy. They advised us to make note of the discrepancy and they would remedy the gas issue when we turned the car back in. Upon return of the vehicle, the manager noted our fuel discrepancy and said NU would issue us a refund for $27.23. We have signed supporting documents from the manager. We have called the local manager 4 times since and were told by phone twice, most recently 6/22, that a refund was supposed to be issued to our card by NU corporate. We subsequently opened a help ticket through NU 6/23. We also called the customer service line 6/23 and were hung up on when asking for a refund. A follow up call was never answered and I left a message that was not returned. The help ticket response advised they were working on our claim but to try the local office, which we told them we already had. 6/26 we again called the local office, who said we should have a refund already, and we called NU customer service and despite giving the customer service rep our phone number were told to call the local office. When I asked to escalate the claim because the local office said to call NU, I was hung up on. There doesn't seem to be a way out of this loop of unaccountability with NU and the customer support appears to be a black hole of communication. I just want what I'm owed.

  Business Response

  Date: 07/03/2023

  We do apologize for the inconvenience.
  
  
  Please be advised that any additional fees paid at the rental counter must be refunded by them as well. This issue will be handed over to our Supplier 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: 07/05/2023

  Complaint: 20240774
  
  I am rejecting this response because:
  
  I have 2 help tickets opened through the help email at Nu car rentals, the avenue advised for customer resolution by Nu cars phone line itself. The first ticket was closed with no help other than the contact information for the manager at the ***** office, which we already had. No effort was made to understand or resolve our complaint, which the local office manager has deflected, ignored, and not responded to other than to tell us to call Nu corporate for our refund and that he was calling Nu corporate on our behalf. The second help ticket was closed without any response at all.
  

  Nu corporate is placing the responsibility on the local office. The local office is saying talk to corporate. This is a contact loop with no resolution for the consumer. How is Nu corporate not responsible in any way for the experience and resolution of the consumer?

  We have now received a call from a *********** manager saying she understands our problem and she hears our concern and yet, still there is no resolution, despite having admission and written proof from the ***** manager that we were owed a refund. 
  

  At best, this is a training issue Nu needs to resolve with its franchises. At worst, this is bilking customers of their money unnecessarily. 
  

  I want a refund, please.

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

  Business Response

  Date: 07/10/2023

  We understand your frustration.
  
  
  Rest assured that we are doing our best to get to the bottom of this issue. We already received a verification from our ***** Supplier that you received 1/8 tank of gas. Please give ** more time to solve your concern. A follow-up email was sent to the rental location today.

  Customer Answer

  Date: 07/11/2023

  Complaint: 20240774
  
  I am rejecting this response because the issue remains unresolved. The email address your phone representative shared with me when saying Nu Corporate was in contact with the ***** location was not the same email address we were given by the ***** manager. The corporate emails appear to go to an address that is unused by the local office. Phone calls direct to the ***** manager himself have resulted in no response or the action we are seeking- a refund. How is another email to an unchecked account going to achieve resolution for the consumer? The ***** manager appears to need better support and instruction from Nu on how to refund the customer. All parties have now agreed that we, the consumer, are owed a refund. I dont want another email on a problem we all agree exists, I want resolution. I want a date when I can expect the refund back to my credit card. 
  

  Your very frustrated customer,
  
  *****************************

  Business Response

  Date: 07/23/2023

  We understand your frustration. However, we are still working with our ***** Affiliate on your concern. A follow-up email was sent to them today.

  Customer Answer

  Date: 07/25/2023

  Complaint: 20240774
  
  I am rejecting this response because the emails are not effective at resolving the problem. Another email to an unchecked email address after 2 months and multiple other emails solves nothing. This is not a resolution.
  

  What about a phone call? I know ** corporate has the number because it was provided to me in my original help ticket. What if ** called the ***** Manager and walked him through the point of sale system to teach him how to issue the refund to our account? That is an action that 1- resolves the problem for the customer, 2- teaches the manager how to better serve the customers under the ** company name, and 3- ensures the communication is reaching the intended party. If ** is able to give me the information for the ***** office to call and address the refund issue (which we did on 6+ separate occasions), why can ** corporate not do the same to actually resolve our problem? The manager is often in on Sundays and Mondays if that helps. 
  

  You claim to understand my frustration. I do not feel understood. I feel like ** does not value me as a customer. Please issue me my refund. I would even take a gift card to a major gas retailer at this point. Make it right please.
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/03/2023

  Please be advised that your concern has been forwarded to our Support Team for further assistance. Rest assured that we will give you an update as soon as we receive a response from them.

  Customer Answer

  Date: 08/03/2023

  Complaint: 20240774
  
  I am rejecting this response. If the Customer Support Team can resolve this issue, they should have been involved in the second or third correspondence for the refund that Nu corporate, the ***** Nu manager, and myself have all agreed upon. Did anything come from the last 3 emails that were supposedly sent on our behalf to resolve the missing refund we still have not received?

  Im glad the Customer Support Team is getting involved to ensure the oversight that lead to this boondoggle botched refund scenario gets resolved and has a final result of garnering us the funds we are owed. I hope this Team is also able to put something in place so no future customers to Nu have to experience what we have been through.

  Can someone share the responses that have come from the previous attempts to resolve our refund problem? We have been reaching out to Nu for months here and the previous messages to us have indicated some kind of action was happening to ****** a response and a refund to us, yet, no one had shared the results of any of these previous attempts to secure our refund. What is the problem that is preventing the refund from getting to us? Please resolve that problem, fix your process, train your staff appropriately, and send me my refund- the one we all agree my family is owed. In future correspondence, please include what actions have been taken to actually secure our refund and include the steps Nu is taking to move this process to final resolution.

  
  Frustrated Regards,
  
  *****************************

  Business Response

  Date: 08/18/2023

  Please be advised that a reimbursement request will be submitted to our Support Team. Please bear with us for the update.

  Customer Answer

  Date: 08/18/2023

  Complaint: 20240774
  
  I am rejecting this response. Why hasnt the reimbursement request been sent to the support team before now? This process is completely absurd. NU has kept my familys money- money that should never have been taken from us- for months now. Quit stalling and cut the check. There is no transparency, you answer no questions, you delay, deflect, and defer to some shadow customer support team that is ineffective at best. I have been patient but your company is crooked.

  Resolve this- for the last time, dont request. This is your own freaking company. Find the solution, take the necessary steps, and give me back the money your company stole from my family.

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

  Business Response

  Date: 09/01/2023

  Please be advised that the reimbursement request was submitted on August 18, 2023. We know that you need an update right away. But our Support Team is still processing other concerns. Rest assured that we will give you an update.

  Customer Answer

  Date: 09/01/2023

  Complaint: 20240774
  
  I am rejecting this response. I appreciate that your timeline has just been sent to the appropriate team. I am willing to wait a reasonable amount of time for action but in looking at the entirety of the duration my family and I have endeavored to resolve this issue, you an see that we have been working it for months. The below is the entirety of the attempts we have made to resolve this refund (less a few phone calls with no results). Please ask your support team to expedite our case since we have been attempting to recoup our refund for nearly 3 months.

  
  6/11- error occurred where we were overcharged with gas. Manager ********* at ***** NU location signed papers saying we were over charged
  6/14- we emailed Manager ********* asking about the refund we were owed
  6/18- email #2 was sent to Manager K at ***** NU location
  6/21- email #3 was sent to Manager K at ***** NU location
  6/22- Manager K called NU main office for our refund (advised to us by phone call with Manager K)
  6/23- phone call with Manager K where he advised NU owed us a refund
         -phone call to NU customer contact number, was hung up on after explaining the problem
         -email to help email address regarding our refund and including documentation
  6/25- email received from NU giving us ***** NU Office contact information--which we already had
  6/26- phone call to NU customer contact number where I waited on hold 20 minutes and reached no one
         - phone call to Manager K at ***** NU, who again advised NU Corporate owed us a refund
         -opened case with Better Business Bureau to assist in garnering our refund
  6/27- phone call #3 to NU customer contact. Was told refund had to come from local office (got different information from local office) and was told there was no one to escalate my concern to
  6/28- submitted help ticket again to NU help email and it was marked resolved with no other action
  7/3- email #4 to Manager K @ ***** NU location
       -phone call from Maui NU manager advising she would help resolve. Never got ahold of her again.
  7/5- email through BBB that NU was handing the issue to the supplier for assistance
  7/10- email through BBB that NU was emailing the ***** supplier again
  7/24- email through BBB that NU was sending another email to the supplier on our behalf
  8/3- email through BBB that NU was handing the issue to the support team
  8/10- email asking us to verify our address
  8/15- I emailed NU through the help ticket to inquire about an update
  8/18- reimbursement request was sent to the support team
         - I replied to quit stalling and please take action to issue my overdue refund
  8/25- I received an email stating a follow up email was sent to the support team to request update on our refund
  
  

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

  Business Response

  Date: 09/03/2023

  We are still waiting for the update from the right team. Please bear with us.

• Initial Complaint

  Date:06/26/2023

  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.

  Two *********** Rentals during one week from NuCar Rentals On June 23, 2023 at the ************** NuCar rental branch I rented a *** X7. We got our rental and I noticed an exclamation **** on the dash a few miles down the road. The car was not heating up and it sounded odd. I played with buttons until the exclamation **** gave me details. It said to add coolant fluid. I called the rental agency and they told me to bring it back. I turned around and drove the 30 mins back. I asked them if they could add coolant and they said no because it had a bad water pump. We were lucky it didnt leave us beside the road. I wasnt happy that they put my family in an unsafe vehicle with a warning light on. The manager informed me that it wasnt their fault. They, have no way of knowing if anything is wrong with a car unless the previous driver tells them. He was haughty and insisted they had no responsibility for the safety of their cars. They put us in another car that had what started as a slow leak in the front passenger tire so we had to return to ****** early. It eventually needed air every few hours. While trying to get to ****** we stopped in Aurora at a truck stop with a tire shop and was told the tire had a plug on the side wall causing the leak and that plugging the side of a tire is extremely dangerous and it could have blown out while driving. I called customer service and they refused to send us a replacement car though we were only 30 mins away. All they agreed to do was tow it - which had to happen anyway - leaving us without a car for the last two days of vacation. No apology or additional compensation. We had to Uber for two days costing additional expense. Nucar is renting unsafe vehicles and taking peoples money. I was provided two unsafe vehicles and then my family was left with no car at all for two days of our seven day vacation. I also had purchased the tire protection insurance.Thank you for your consideration on this very important matter.

  Business Response

  Date: 06/27/2023

  Thank you for bringing this to our attention.
  
  
  As for the car 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. Primary driver's name 
  3. Pickup location/Destination Airport

• Initial Complaint

  Date:06/22/2023

  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.

  Toward the end of February 2023, I booked a car rental online with Nu Car rental. When I booked the car, I was told that the car would be an AWD vehicle. However when I got to the Nu Car rental in ************** **** on the 1st of March, they wanted to give me an ordinary car which I wouldn't be able to drive in the snow. So they told me to undegraded and that I would be refunded for my original booking. After receiving the car, I called customer service which drops calls on you and no one is professional. They didn't want to hear me out so I just contacted by bank to dispute the transaction because I couldn't get it resolved with Nu Car rental. When Discover did investigations for a month they found favor in the merchant and reversed charges to them. So Nu car rental wrote me an email saying I would have credit for a year to use. So on the 20th of June I tried to make a reservation using the credit I was promised and now they are saying because I disputed with my bank, they are not able to assist me. I would like this resolved. I would like my money back ($665.01) from this company as Discover mentioned that they should give me this credit. I have put all conversations on this email until today. They have waisted my time on the phone when they do not take calls and have people working that do not even know how to resolve cases. This business has terrible reviews online and I will not be cheated by a business.

  Business Response

  Date: 06/24/2023

  We do apologize for the inconvenience.
  
  
  Indeed, we see that you were offered a travel credit for the unused days before you filed a claim with your bank. However, as you are aware, this case has already been inquired about and resolved thru ******** Services when you made your chargeback. There are fees and charges incurred for every chargeback filed along with increased costs for servicing the chargeback.

  Customer Answer

  Date: 07/03/2023

  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,
  
  ******* Matewe

• Initial Complaint

  Date:06/12/2023

  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.

  Hello,I am writing to express my disappointment with the rental car service from Nu rental car. I recently rented a car through Expedia for $437 and was charged an additional $562.92 when picking up the car. Nowhere did it say mandatory insurance was required or additional charges. I did not choose insurance through Expedia. I understand the charges for fuel, underage driving, and tolls, but the rest is completely ridiculous. The manager that helped us when we picked up the car was very misleading about the insurance policy on the car and I feel as if he took advantage of us because we were young. I did sign off on the payment, but I feel he was very dishonest in his customer service. He made us sign everything before showing us the total price and did not even tell us the total just asked me to swipe my card. Furthermore, it was also disappointing that we received a luxury car with no metal piece to protect the gas cap. I would like to request a refund for the additional charges.Thank you for your attention to this matter.*****************************

  Business Response

  Date: 06/13/2023

  Thank you for bringing this to our attention.
  
  
  As for your concern, *** we know if you were able to present a copy of your insurance upon picking up the car? If yes, please provide us a copy of the Declaration page that shows the coverage.

  Customer Answer

  Date: 06/13/2023

  Complaint: 20171312
  
  I am rejecting this response because: I was not asked to provide a copy of my insurance upon picking up the car; however, I do have a copy of my insurance if needed. The agent was extremely unprofessional and I am beyond disappointed in the service provided by this company.  
  
  Regards,
  
  *****************************

  Business Response

  Date: 06/16/2023

  We understand your frustration.
  
  
  Please bear with us as we will investigate the 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.

  Customer Answer

  Date: 06/17/2023

  Complaint: 20171312
  
  I am rejecting this response because:
  
  Thank you. Please keep me updated. I am very disappointed and feel I have been mislead. 
  

  thank you for all your efforts in trying to resolve this. 
  Regards,
  
  *****************************

  Business Response

  Date: 06/22/2023

  Based on the attached Signed Rental Agreement, you agreed to sign up for the 3 insurance coverages. We do apologize but the charges remain.

  Customer Answer

  Date: 06/22/2023

  Complaint: 20171312
  
  I am rejecting this response because:

  I have already stated I signed the papers; however, my complaint is about the dishonesty of the agent misleading me into thinking the insurance was mandatory and taking advantage of the situation. I do not feel it was right what he did at all. He never asked me to provide the car insurance I already have. When I asked him about the charges he stated it was a deposit.

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

• Initial Complaint

  Date:06/02/2023

  Type:Customer Service 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.

  Here is BBS case number. 19322993.The case was resolved by NU Rental Car. They said that they will send a check because they couldn't submit any supporting document. I have not received any check from them. Please do not allow them to fake and try to close without paying it.

  Business Response

  Date: 06/03/2023

  We do apologize for the inconvenience.
  
  
  Please be advised that a follow-up has been sent to our Support Team for further assistance. We'll get back to you once we receive their update.

• Initial Complaint

  Date:05/26/2023

  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.

  On 5/17/23 I rented a vehicle from this company. I made and paid for the reservation through Orbitz and paid extra for the insurance. When I picked up the vehicle, I told the attendant I did not need to purchase any insurance. Upon returning the vehicle I was charged $124.47 for insurance that I had declined. I was sent a copy of the agreement where the attendant said to initial all the statements indicating I had declined the insurance. Upon further inspection I notice that of all the boxes I signed that stated I declined the insurance, buried in the middle was on that said you agree, and it was very misleading and deceptive. It was very hard to read on their tiny computer screen and I believe this is done intentionally to deceive the customer.

  Business Response

  Date: 05/29/2023

  Thank you for bringing this to our attention. However, based on the Signed Rental Agreement, you agreed to sign up for ********************************* We do apologize but the charge will stand.

  Customer Answer

  Date: 05/30/2023

  Complaint: 20108901
  
  I am rejecting this response because:
  
  This company uses a deceptive form to trick their customers into agreeing to pay for a worthless service that is not necessary and that the customer does not need.

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

  Business Response

  Date: 05/31/2023

  We understand your frustration.
  
  
  Since you mentioned that you purchased insurance from Orbitz, may we have a copy of it? If it is a Collision Damage Waiver, then, the charge will still remain since you purchase SLI.

• Initial Complaint

  Date:05/23/2023

  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 vehicle on May 16th at the ***** location and after leaving the location I noticed had two different tires on the front. One of the tires (on the front left) was not only illegal due to the level of wear, but it had a s**** placed in it- see photo of the ********* tire- note the level of wear, damage to side wall, dry rot, and s**** Compare to the other tire, from the front right, which is the Hankook in the photo. When I returned the vehicle the following day, the people working there said they would refund and cancel my contract, but they have not done so.This is not only dishonest but dangerous and illegal. I should file a lawsuit, but I will be happier to just receive my refund and never have to deal with these scums again.

  Business Response

  Date: 05/26/2023

  Thank you for bringing this to our attention.
  
  
  As for the tire issue, we'll need to coordinate with our ***** Affiliate so they can verify the information. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

• Initial Complaint

  Date:05/22/2023

  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 rentals on May 21st 2023 rented me a car showing no additional fees in the reservation details for Conf. No. 7970212971NU. when I got to the very end of the payment at the car rental place at ********************, ********, ***********, they threw in a hidden fee of $85 for tolls. That constitutes almost half of the rental. I would consider that Consumer Fraud, but first I want the Better Business Bureau to have a word with them. complaints were flying there by everybody, including that they changed their name three times and you have to ask the reason why? I asked him what if I don't use any tolls, or that why not I pay for each toll that I use which is what all other car rental companies do. they said no it's a set fee to use the roads. They simply pocket this $$ as a hidden fee. Again, given they did not put this in the terms and conditions of the rental and claimed, through false advertising that they had the lowest prices, but they did not have the lowest prices but in fact much higher prices with his hidden fee, I think this gives you grounds to investigate. it was booked through Hotwire bookings, so you can also call them and inquire as well as the car rental company itself. the number for the car rental company is ************. the number for Hotwire is ************.

  Business Response

  Date: 05/22/2023

  Thank you for bringing this to our attention.
  
  
  As for the toll fee, we'll need to coordinate with our SJU affiliate about this issue and ask for the rental documents. If you can provide ** with the following, it would greatly be appreciated.
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract

  Customer Answer

  Date: 05/29/2023

  Complaint: 20088205
  
  I am rejecting this response because:

  Hotwire always passes the buck and tries to NOT take responsibility. Nu Rentals or HOTWIRE needs to refund me $83.04 minus the actual use of the tolls which amounts to about $4. SEE THE CONTRACT IN THE ATTACHMENT SENT WHERE IT SAYS ****** IS ONLY RESPONSIBLE FOR THE ***** USED. I SHOULD NOT HAVE TO PURCHASE A PLATE. THAT'S PREPOSTEROUS AND CONSUMER FRAUD. NU CAR RENTALS HAVE VIOLSATED THE CONTRACT. FOR HAVING HAD TO MESS WITH THE CONSUMER FRAUD, I WANT $50. The renters must pay me $79.04 plus $50. 
  
  Regards,
  
  *************************

  Business Response

  Date: 05/30/2023

  Based on the rental document, you signed up for the toll. Thus, the charge will remain. If the rental facility will remove it, then, you will be charged $150 due to the unauthorized use of the toll device as shown in the attached file.

  Customer Answer

  Date: 05/30/2023

  Complaint: 20088205
  
  I am rejecting this response:

  because the ********************* MISREPRESENTED and was unclear about the **** situation to me and many hundreds of clients, and CONSPIRED to CHANGE the original terms, ILLEGALLY, which will NEVER hold up in court.  It is unclear from the statement that there are any actionable terms. concerning "If the company" under their own direction should remove the charge. If there is AMBIGUITY and VAGUENESS in a contract the contract cannot stand if challenged. I know this as a legal advocate. As well the clause they present explicitly says that I authorize a charge for USED Tolls, and that means USED tolls ONLY.  As well, their Partner, HOTWIRE, (see attachment) who provided the Original INVOICE explicitly says the $210 charged to my card represents the FINAL, unchangeable   agreement, so that is that! The Original Agreement which stated that ONLY ****S USED WILL BE CHARGED. The Clause that was Initialized ALSO STATES ONLY USED ****S WILL BE CHARGED!  The company, AS WELL, puts its Clients under great pressure, which NULLIFIES a clause like the one they presented. As well, they MISREPRESENTED themselves by later going under a shell company name called EASEWAY (which was previously known as LEASEWAY), therefore NULLIFYING the contract through DECEPTIVE PRACTICES.

  That's why if BBB fails to side with consumers the Company will land in Court with a CLASS ACTION for MILLIONS of dollars. As well, their claim that: "Thus, the charge will remain. If the rental facility will remove it, then, you will be charged $150 due to the unauthorized use of the toll device as shown in the attached file."  which deceives and sets up their customers to their unscrupulous fraud. They cannot ever claim their DEVICE was used in an unauthorized fashion.  BBB fights to PROTECT consumers against such Deceptive, unscrupulous companies as NU Rentals and its FAKE shell companies. BBB must show companies like theirs that such practices as described simply cannot be tolerated. HOTWIRE's FINAL agreement implies that NO OTHER CHARGES ARE ALLOWED...I allege Nu Rentals is in the business of RACKETEERING. I am now adding a charge from having to further challenge their unscrupulous behavior of $200.

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

• Initial Complaint

  Date:04/24/2023

  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 August 27, 20**, we rented a car from ************************************ area. When we picked up the car, the sales representative was ****** friendly, asked many personal questions and details of our visit. ** persistently suggested an upgrade to something more "fun". We declined, after which he insisted we purchase the ************ Service, claiming it would be a savings over paying for tolls separately. Given that he was so inquisitive, asking about our destination and the purpose of our visit, which was to see family, he knew we would not encounter toll roads. We believe Nu Car's business practices are dishonest.Additionally, we were stopped by ************** Officer ************** (dispatch ************), who stated the reason for the stop was the "failed to display license plates". We provided the invoice, at which time Officer ****** attempted to call Nu Car while we waited. Officer ***** returned to our car and stated he was not able to reach Nu Car. He provided his card with Case #**-31208. We continued to call Nu Car throughout our stay in ********, but no one ever answered the phone. Upon return of the car, we discussed the license plate issue, but Nu Car representative, ******, refused to take any responsibility for the absence of license plates, absence of Nu Car identification, failure to answer calls, and failure to explain complaint procedures or refer ** to a supervisor. On my phone, I spoke with Officer ***** while at Nu Car., at which time Officer ***** also spoke with ******. After the call, ****** stated that the Officer was misinformed. Upon return to our home in **********, I made several attempts to contact Nu Car, but was only able to reach them recently by email , but there has been no resolution. Our vacation was negatively impacted by Nu Car. Each day we drove with fear we would be stopped again and not able to reach Nu Car. Additionally, Nu Car charged an unnecessary fee We believe we are owed an apology and a refund.

  Business Response

  Date: 04/29/2023

  Thank you for bringing this to our attention.
  
  
  Please be advised that we will coordinate with our ****** Affiliate about the vehicle tag issue. On the other hand, the toll fee will stand since based on the Signed Rental Agreement, you signed up for it.

  Customer Answer

  Date: 05/01/2023

  Complaint: 19973560
  
  I am rejecting this response because:

  NU Car, the business addressed in this complaint, has yet to resolve the issue. They have denied refund of the toll charges. They claim they will address the license plate issue with the ****** affiliate, but did not suggest a timeline. There was no mention of their failure to respond to Officer ****** and my calls during the period the car was rented.  Previous efforts to resolve this matter included a statement from Nu Car indicating the manager of Nu Car (******) had already made his decision. 
  The Nu Car representative responding to the complaint via BBB, should address this matter expeditiously and state the specific date this matter will be resolved. 
  
  
  Regards,
  
  **********************'

  Business Response

  Date: 05/04/2023

  While we are extremely sorry about what happened during the rental period, our ****** Supplier followed all necessary protocols and had a visible temporary tag issued directly from the **** in the correct designated area of the windshield. This car is registered and fully legal to drive, The manager from the DEN location has already made his decision. All charges will stand.  

  Customer Answer

  Date: 05/09/2023

  Complaint: 19973560
  
  I am rejecting this response because:

  Nu Car Rental continues to refuse to take any responsibility for their negligence including failure to place any identification on license plates, failure to respond to calls from police officer and consumer, and other dishonest business practices. 
  
  Regards,
  
  **********************'

• Initial Complaint

  Date:04/18/2023

  Type:Billing 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.

  On April 5, 2023 I attempted to pick up my rental car from ****************************** Airport. I had previously booked this rental via Priceline. When I got to the ** rental counter I completed the rental agreement. The agent then asked where I was going. I replied: "*******". The agent then said they did not allow their cars to be driven in WY. I had no prior knowledge of this restriction as I was not informed of this at the time of booking.I subsequently had to secure a rental car through another rental agency.On April 18, 2023, I noticed that my **************** credit card had been charged $35.00 by ** Car Rental. When I called them, I was told it was for a "no show" fee (indicating that I failed to claim the car/did not show up). In fact, THEY cancelled my rental.... not me. I want the $35 charge refunded.I attempted to follow up further with ** myself. After getting caught up in their "phone tree" for about 30 minutes, I finally reached a representative and tried to explain the situation. The call dropped (disconnected) and I got no call back. This is an awful company.Thanks for your help

  Business Response

  Date: 04/20/2023

  Thank you for bringing this to our attention.
  
  
  Please be advised that the refund request for the No show fee 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. You may provide the Auth code to your bank as a reference.
  

  Customer Answer

  Date: 04/20/2023

  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,
  
  *****************************