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: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,

*****************************
Initial Complaint
Date:04/03/2023
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.
I rented a dodge ram **** on March 29 with return on 1 April from ***. I returned the car on time with full fuel. I refueled within 3 miles of the airport, as instructed. I filled the vehicle until the auto shut off stopped at the pump. When I received my receipt via email they charged me for one gallon of gas. This is clearly an unwarranted up charge. The attendant started the car when I returns the car and walked away. It was still running when we departed 5 minutes later.
Business Response
Date: 04/07/2023
Thank you for bringing this to our attention.

As for the fuel issue, *** we have the following so we can forward this complaint to our *** Affiliate?

1. Video or photo that the car was returned with full gas
2. Receipt of the fuel with date/time
Customer Answer
Date: 04/10/2023
Complaint: 19885013

I am rejecting this response because: I specifically asked if I needed a receipt for my fuel before I rented the car. The response was no, you do not, just ensure you fill up within 3 miles. I complied with the directions and filled up to pump shutoff at the circle K within 3 miles. I do not normally take a picture of my fuel gage when I fill up and I do not have a picture of the fuel gage. I am dumbfounded that this business is acting this way over what they claim is less than one gallon of fuel. It is beneath what I expect of someone I want to do business with.

Regards,

*******************
Business Response
Date: 04/12/2023
We understand your frustration. However, the fuel issue has already been refunded and was already resolved by our *** Affiliate. We will now close this ticket.
Customer Answer
Date: 04/12/2023
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:03/31/2023
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.
I had a rental from 3-1-2023- 3-8-2023 that I agreed to add Tire Glass and Toll I cam back to rent for another 2weeks and wanted everything the same. The Clerk at the counter said to her co-worker to just make the same for the transfer because I was gonna drive the same car. I later find out I had Loss Damage Waiver my bill. For a total of 335$. Seem like the clerks do this often. I asked the clerk ****** of ********** ********** office and she acknowledged the mistake but I had to call the higher **** I needed a car for one more week but this time my insurance told me I dont need any of those add ons because I have full coverage insurance. Again Glass/tire toll and the loss damage waiver was on the bill. ****** said she would take of it. But nothing has been done. NU CAR keeps saying you signed it. When the company is playing you and not caring what happens to your bill. Its very concerning and you have lost a customer. ******************** please help with this scamming office in **********. **.
Business Response
Date: 04/01/2023
Thank you for bringing this to our attention.

May we know if you were able to present your insurance coverage at the counter upon arrival? If yes, please provide us a copy of the Declaration Page or proof of the coverage.
Customer Answer
Date: 04/03/2023
Better Business Bureau:

I have provided Nu Car my insurance card. And waiting for response. And no the clerk did not ask for insurance at time of pick up.

Regards,

***************
Customer Answer
Date: 04/03/2023
Complaint: 19880830

I am rejecting this response because:
I have provided Nu Car my insurance card. And waiting for response. And no the clerk did not ask for insurance at time of pick up.

Regards,

***************
Business Response
Date: 04/06/2023
Based on the Signed Rental Agreement, you agreed to sign up for the Loss Damage Waiver on the 2nd rental. We do apologize but the charge will stand.
Customer Answer
Date: 04/06/2023
Complaint: 19880830

I am rejecting this response because: The counter clerks was told not to put any of the add-ons on the contract. Not once but twice. I went there and ask if ***** the clerk In **********,** if she remember me saying Dont add anything because I have full coverage And she nodded yes to her co-worker.
Nu -Car are you training your workers to scam the consumers? Scammer companies will alway get what they deserve. God will see your ugly heartless business practice and show Anonymous the path.

God Bless,
***************
Initial Complaint
Date:03/27/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Nu car rental lied to me and told me it was ****** law that I needed to buy. collision protection at $28 per day. I thought this wasnt right pushed back and they refused ********** a car without it, so I paid for their collision protection. Later that evening I looked up what ****** law is and this is not true.
Business Response
Date: 03/29/2023
Thank you for bringing this to our attention.

However, based on the Signed Rental Agreement, it was clearly shown that you agreed to sign up for the Loss Damage Waiver. Thus, the charge still remains.
Initial Complaint
Date:03/27/2023
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.
This was my first and last time renting from them. I arrived to pick up my car rental earlier on Sunday, March 5, 2023 around 8am in the morning. The lady I dealt with was nice and professional however, the problem I'm having with Nu Car Rental is the fact they are trying to charge me for a crack window shield which I took a picture of per the lady working in the office told me to do which I thought was a little strange and weird because normally when you rent a car they come out to inspect the vehicle with you for any damages but she didn't. I later found out after having the car for a week that they take a video of the vehicle before giving it to customers per ********, an employee whom I spoke to over the phone and told her what happened and that this crack spread due to the temperature change and ******** told me this and that it was to be expected and not to worry since they took a video of whatever damages I noticed although, I took a picture the same day I rented the car and sent it to ******** via email per her request! After sending this email with the picture I was told to fill out a form for damages which I didn't understand nor think I should have to do since I didn't damage the window! Anyway this went back and forth with emails which I have as my proof. Yesterday I received a call from my insurance stating they were pursuing to come after me for these damages and I sent everything to my insurance company and they told me not to worry they would close the case since it's lower than my deductible and they had my emails and picture with the timestamp of the vehicle! The nerve! So, if this doesn't go away the next person they will hear from will be my attorney!
Business Response
Date: 03/28/2023
Thank you for bringing this to our attention.

As for the damage issue, *** we have the following so we can forward your complaint to 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
Customer Answer
Date: 03/28/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I have attached more documents per their request as proof. I will await a response from them to ensure this goes away and I'm NOT charged and/or held responsible for damages.

Regards,

*****************************
Customer Answer
Date: 03/29/2023
Complaint: 19849558

I am rejecting this response because:
I have reviewed the response made by the business in reference to complaint ID ********, and I have attached more documents per their request as proof. I will await a response from them to ensure this goes away and I'm NOT charged and/or held responsible for damages.

Regards,

*****************************
Business Response
Date: 03/31/2023
Thank you for providing us with your rental information. We will coordinate now with our ********* Supplier to further investigate this case.
Customer Answer
Date: 03/31/2023
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:03/21/2023
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 the ********* ************** NU car location on march 15,2023 and went to go return it on march 17,2023. I have several complaints about this particular location of this company. To start, the location is a big open building with no one in there. You talk to a computer screen with the worker on it and they put you on a ring camera. Secondly, the shuttle driver worker drives extremely reckless with clients in the car and often times checks his file while driving, which made me feel very unsafe. Finally, this company did not go over a car condition with me prior to me driving away with the car and then charged me $500 for a scratch they said I did, but I did not. When I confronted them about it before paying the wrongful fee, he stated a link was sent to me with photos of the car but that had not been communicated to me. When I ended going to look at the link the pictures were last updated at the end of 2022. Someone could have had the car before me and did the scratch but they blamed me. I also read several reviews on this location after I had done buisness with them and majority of the people were saying the same thing happened to them where they were wrongfully charged for something.
Business Response
Date: 03/22/2023
Thank you for bringing this to our attention.

Please be advised that we'll coordinate with our Charlotte ********* about the damage fee. In the meantime, may we have the following?

1. Condition or Damage report
2. Proof of the damage fee
Customer Answer
Date: 03/23/2023
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:03/16/2023
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.
We rented a car from Nu Car rental on 11th-13th March from ***** to drive to **************************.We were stuck in the sandstorm, so car had dust inside and when we visited the salt flats, our shoes picked up some salt which remained on the carpet in the car. When we returned the car, they charged us $250 for cleaning the car which we feel was too much. When i asked for the justification they said in the contract they can charge a "reasonable" fee upto $350 depending on the condition of the car. We asked for the justification and produce any bills that would justify $250 charge as they said the car went to outside party for deep cleaning. They wont give us any bills and very rudely said that the charge would stand and sent us a video with showed dust and salt inside the car. They never told us that we had to clean the car before returning otherwise we would have done the same. Can you help us get a justification and reason behind charging us such an excessive fees. We are okay to pay the cleaning fees but 250$ is way too much.I cant attach the video they sent of the car, if needed can you help me send a .mov file of around 7MB
Business Response
Date: 03/28/2023
We do apologize for the inconvenience.

However, based on the Signed Rental Agreement (page #2) under 7. Charges and Costs, you will be charged for (e) a reasonable fee not to exceed $350 to clean the Vehicle if returned substantially less clean than when rented.

We do apologize but the charge will stand.
Customer Answer
Date: 03/28/2023
Complaint: 19605857

I am rejecting this response because we are looking for a reason justifying 250$ charge for cleaning.
As the contract says it can be up to 350$ but there has to be a calibration of the charges, it can be 100$ or 300$, how did they come up with 250$?
We are not rejecting the claim that we should pay for cleaning, but 250$ is way too much, more than what we paid for the car rental for 3 days.
If there is a bill they can produce which states the amount paid by Nu rentals for cleaning, i can accept that as they said they send the car to outside source for cleaning.

Regards,

***********************
Business Response
Date: 03/31/2023
Please be advised that this complaint 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: 04/05/2023
Complaint: 19605857

I am rejecting this response because i will wait for the ********* affiliate response for the complaint

Regards,

***********************
Business Response
Date: 04/18/2023
********** Supplier is unable to reduce the rate of the cleaning fee due to the car was returned filthy with dirt everywhere. We do apologize but the charges will stand.
Initial Complaint
Date:03/14/2023
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.
In the evening on March 12, I rented a car via Expedia for March ***** from NU and purchased insurance through expedia for $66.00, When I went to pick up the car today, March 13, NU told me they would not accept the ***************** and I had to purchase theirs. I had paid the car rental for $319.20 and the ***************** for 66. Their insurance was $289.08 for the insurance from March *****. The insurance was actually almost the same price as the car rental. When I asked to cancel the car rental, I was told it was prepaid so I could not. It was actually within a 24 hour period so I should have been able to cancel it. I would appreciate your help in resolving this problem and also think they are falsely advertising as they are not telling customers about their insurance until the car is paid for. I was therefore forced to rent the car from them as I had prepaid for it and they would not let me cancel and they would don't let me use any insurance except theirs and they would not let me cancel the car.
Business Response
Date: 03/26/2023
Thank you for bringing this to our attention.

Please be advised that we'll coordinate with our *** Affiliate to ask for the rental documents. If you have these files, please forward it to us so we can check the rental details.
Customer Answer
Date: 03/29/2023
Complaint: 19592148

I am rejecting this response because:I have sent this information about receipts and have not received a refund.

Regards,

***********************
Business Response
Date: 03/30/2023
Please be advised that what we need is a copy of the following so we can check the rental charges:

1. Signed Rental Agreement
2. Final Invoice/Contract

A follow-up was made to our *** affiliate so they can provide the files to us.
Customer Answer
Date: 03/31/2023
Complaint: 19592148

I am rejecting this response because:
Attached is the rental agreement and charge. I also purchased insurance from Expedia which they refused to accept. So they refused both my personal insurance from **** and Expedia and would only let me use theirs. I also tried to cancel the car and they would not let med that either since I had prepaid.

Regards,

***********************
Business Response
Date: 04/01/2023
Our *** affiliate has already sent us a response stating that they don't accept insurance from the websites. However, we are still waiting for them to give us a copy of the rental documents for further investigation.

In the meantime, since you mentioned that you have your own personal insurance, please verify if you were able to present it upon arrival. If yes, please give us a copy.
Customer Answer
Date: 04/03/2023
Complaint: 19592148

I am rejecting this response because:I was told they would not accept any insurance except theirs. I have included a copy of the one I have which includes rental cars. In addition, they still are have a pending hold of $200 on my credit card. Thank you.

Regards,

***********************
Business Response
Date: 04/18/2023
We do apologize but the insurance charge will stand. We were advised by our SJU Affiliate that unless you had presented your own coverage upon arrival, they are unable to rectify the additional fee.

Based on their Terms and Conditions as stated in the link below, the Credit card and Insurance presented are subject to verification and acceptance at the rental counter. The renter needs to present insurance that extends coverage to *********** or with proof of personal insurance at the counter with a letter stating it is valid in *********** and the vehicle covered is less than 5 yrs old.

**************************************************************
On the other hand, we will follow-up the rental facility about the $200 security deposit.
Initial Complaint
Date:03/10/2023
Type:Product 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.
Rental was for Thursday 8am pickup return Saturday 8am. I had to pay full amount upfront for $360 . I used the vehicle only till Friday and return at 11am. They told me I wound get a partial refund . What kind of business does that.
Business Response
Date: 03/13/2023
We understand that you need a refund for the unused day.

May we have the following so we can check the rental details?

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
Customer Answer
Date: 03/13/2023
Complaint: 19581122

I am rejecting this response because:

Regards,

Vic Soundara
RA# LAS-****** prepaid while rental amount $360.00 from 3-09-23 to 3-11-23 @$142.05 a day
rental out 3-09-23 @ 8:02Am
Rental in 3-10-23 @ 12:00pm
Business Response
Date: 03/26/2023
Thank you for providing us with your rental details.

Please be advised that we'll need to coordinate with our ********* Affiliate for a copy of the rental documents. In the meantime, please verify why you returned the car early.
Customer Answer
Date: 03/27/2023
Complaint: 19581122

I am rejecting this response because:

Regards,

*********************** I returned the vehicle early because I did not needed it anymore.
Business Response
Date: 03/30/2023
Please be advised that we are still waiting for a copy of the Final Invoice/Contract from our ********* Affiliate. If you have this document, please forward it to us.
Customer Answer
Date: 03/30/2023
Complaint: 19581122

I am rejecting this response because:

Regards,

***********************
This is not satisfactory. Its your own company and you guys cant get an invoice.
Business Response
Date: 04/12/2023
We understand your frustration. However, as stated in our response dated Apr 9 2023 at 7:40 PM, the partial refund is denied.

Based on the Final Invoice, the rental facility has charged you for 2 days since the car was rented from 03/09/2023 at 08:02 AM to 03/10/2023 at 12:07 PM. Please be advised that the rental consists of a 24-hour period.
Customer Answer
Date: 04/12/2023
Complaint: 19581122

I am rejecting this response because:

Regards,

***********************
looks like you guys cant read. I picked up the vehicle in the morning at 8am and not in the evening. So if I return the vehicle on the Saturday at 11 am that still qualifies for a partial refund. You guys are the most unprofessional and crooked car rental in ***** . I will escalate this and make sure my voice will be heard. You take advantage of consumers!
Initial Complaint
Date:03/03/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Priceline on February 14 for ********* ****** while I was going on vacation my pick up date was February 21 drop off February 24. I selected the manager special not knowing a truck would be part of their selection. They told me that I had to take that big truck, it was a four passenger truck with a flatbed that I was not used to driving. I told him I did not want a truck that I needed a car Im 62 years old. Ive never driven a truck before and did not want to cause harm to myself to the truck or to anyone elses vehicle or anyone else. I was told that they would give me not an upgrade but give me another vehicle that I could drive I was given a Malibu. I was never never told that I was going to have to pay an additional fee because I did not except the truck in which they were forcing me to take. I did not know of the charges until I went home because I had a flight to catch, when returning the vehicle on the 24th that Friday the office was full of people. The clerks were busy and all I could do was return the key to the clerk and not even get any paperwork or anything stating that I had even return the car. I went home with thoughts that only thing I had to be responsible for maybe was adding a little gas to the car because I had no time to go to a gas station. I was charged an additional $84-87.00 for a vehicle that I shouldve been offered in the first place and not a truck like a F150. The agent tried to get me to go with his companys insurance, but I told him I had already bought insurance and that I also have full coverage on my own vehicle that gave me rental car insurance so being that he could not talk me into that, I guess he decided to charge me extra for the other car that he gave me instead of the F1 50 truck that he knew I could not drive. I am an older woman, and I was only trying to look out for myself and for others so I am requesting again to be refunded $87 that I was charged, additionally to have a car that I was able to drive, not knowing that a truck was going to be part of the equation. Thank you
Business Response
Date: 03/04/2023
Thank you for bringing this to our attention.

As for the extra fee of $87, we'll need to coordinate with our ********* Affiliate about this matter. In the meantime, may we have the following so we can further investigate the issue with the rental facility?

1. Full copy of the Signed Rental Agreement
2. Final Invoice/Contract (if it was already provided)
Customer Answer
Date: 03/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.

Regards,

*******************
Customer Answer
Date: 03/13/2023
Complaint: 19530569

I am rejecting this response because:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.
Regards,

*******************
Business Response
Date: 03/26/2023
We do apologize if you are not satisfied with our response. If you want to make an appeal, you can send it to our ********* Supplier directly at ****************************.

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