Complaints

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

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Nü Car Rentals has 13 locations, listed below.

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• 

  Nü Car Rentals

  20307 Terrabianca San Antonio, TX 78258-3144

• 

  Reservation Affiliates, LLC

  3234 SE 6th Ave Fort Lauderdale, FL 33316-4111

• 

  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

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:02/28/2023

  Type:Product 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.

  There is no way to cancel my upcoming reservation and get a refund or voucher.

  Business Response

  Date: 03/03/2023

  May we know the reason why you need to cancel your booking?

  Customer Answer

  Date: 03/03/2023

  Better Business Bureau:
  
  Regarding complaint ID ********, the business is asking why we are cancelling. There are job and family conflicts, being in the midst of a school transition for my autistic son, with March 9 as his "shadowing" day. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a car reservation with nucar through Hotwire. At the time of reservation, which was not cancellable, I was not informed in any way that the agency only accepted a very limited set of car insurers. Then, when renting the car, I was forced to purchase insurance that I did not need (I was insured way over their limit by a reputable insurer (Amica).). I would like a refund of my insurance fees and the rental costs.

  Business Response

  Date: 02/23/2023

  We do apologize for the inconvenience.
  
  
  As for your concern, *** we have the following so we can further investigate with our Supplier?
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract
  
  If you don't have these documents, please provide us with the following instead so we can pull up the correct account.
  
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name 
  4. Pickup location/Destination Airport
  
  
  Please be advised that we are unable to pull up the attached file.

  Customer Answer

  Date: 02/23/2023

  Complaint: 19445521
  
  I am rejecting this response because they have not resolved the issue. Ive attached relevant documentation. 
  
  Regards,
  
  *************************

  Business Response

  Date: 02/26/2023

  Thank you for providing us with the rental information.
  
  
  However, based on the Terms and Conditions of *****, the renter's insurance must be issued by one of the following **** or ******** companies only - State Farm, GEICO, Progressive, Allstate, USAA and Liberty Mutual for **** and Aviva Canada, State Farm Mutual and Wawanesa Mutual of ****** in ****** with at least 500thousand USD liability/event. 
  
  
  We do apologize but the charges will stand.

  Customer Answer

  Date: 02/27/2023

  Complaint: 19445521
  
  I am rejecting this response because it is unreasonable to only accept a limited set of major car insurers without informing the purchaser at purchase.  Amica is a large, reputable company, under which I was fully insured.  

   

  The problem here is that I was not informed of the policy when I made the booking.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car rental pickup 1/31/23, return 2/3/23, **************, NU Car Rentals, ******************************************************************************. I pre-paid an Economy Vehicle reservation on 1/15/23 for the full rental cost of 3 days, for $138.60 including sales tax and other fees.At the time of pickup, the salesman informed me of an additional cost of $11.99/day for a toll transponder. I accepted reluctantly since all costs had been paid previously and I had not been notified that there are no cash tolls in ********. ******** then made a charge for $464.46 as a "deposit" and said the full amount except the transponder cost would be reimbursed upon return of the car. I initialed the computer screen to accept the deposit that would be returned in 3 days. I returned the vehicle on 2/3/23 with a full tank at the scheduled return time. I was shocked to receive a NEW additional charge for $164.46 instead of the expected transponder surcharge of $35.97 (3 days x $11.99), for a new list of unrequested coverages and fees including a Loss Damage Waiver, Glass and ********************** Plan, etc that I did not request or need but were added without my consent when I initialed the contract "deposit". This is completely deceptive salesmanship. I was clear with the salesperson (*******) that I did not want any additional coverage and reluctantly accepted the toll transponder as I had no other option. When I confronted the Office Sales Manager with this unfair and unwarranted extra charge, he said they would not refund the excess coverage because I had initialed the contract, and it was my fault for not reading the contract fine print before I left with the vehicle. This business should be shut down for charging >200% the initial purchased rental cost and for training their sales people to sneak on the additional charges without express consent and understanding from their customers.I demand a full and immediate refund of $128.49 (excess charges beyond the rental + the transponder). Thank you.

  Business Response

  Date: 02/23/2023

  Thank you for bringing this to our attention.
  
  
  As for your concern, please be advised that we'll coordinate with our ****** Affiliate about the insurance fees. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
  

• Initial Complaint

  Date:02/20/2023

  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 have been trying to contact NU Car rentals personally since January 28, 2023 when I rented a car from this company and it was broken into and some of my luggage was stolen not even 2 hours after having the car. I did talk to the assistant manager on February 14, 2023 who said they would get a claim started and that she would have someone contact me the next day but I have not heard anything as of yet.I rented a car through Priceline originally on January 3, 2023 and I purchased the insurance the recommended through ************************** When I get to the counter at NU Car rentals, the employee (Junior), talked me out of that insurance and talked me into getting the liability insurance provided by NU Car rentals instead. He stated that I did not need the ***************** and the liability insurance would cover me in the ******************* for just a few more dollars. He went as far as giving me the number and calling them himself to cancel that policy. I ordered a mid sized SUV originally, they put me in a compact instead. When I realized that car was too small for our 9 day trip, I was offered a Grand Jeep Cherokee that was huge and had tinted windows. I believe this was an attraction for car thieves. The (Junior) told me not to leave until I canceled the other insurance because they would charge me if I did. I canceled the insurance with much resistance from priceline. The employee (Junior) was so adamant about me canceling the policy I had and not even two hours after I pull off the lot, the car gets robbed in broad daylight in an open parking lot while we ate at a local restaurant. and when I go back to get help from NU Car rentals, Junior is gone for the day and there is nothing that could be done because I only had liability insurance that would not cover damage or theft. $2600 has been charged on my credit card, 2 bags stolen out of the car, and I can not get in touch with a manager as I have been trying for 3 weeks now.

  Business Response

  Date: 02/22/2023

  Thank you for bringing this to our attention.
  
  
  May we know what insurance did you purchase from Priceline? If it's a Collision Damage Waiver, then, it will only cover if there is a car accident. 

  Customer Answer

  Date: 02/22/2023

  Complaint: 19434968
  
  I am rejecting this response because: the insurance was by ***************** and it covered any damage to the rental and lost, stolen, or damaged items up to $50,000.00. The insurance that the * Car Rental agent sold me was just liability and it did not cover theft or damage to the car. The agent assured me that cancelling Allianz and getting the insurance * Car Rental provided for a few more dollars would be sufficient and better coverage. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/26/2023

  Please be advised that a follow-up was sent to our *** Affiliate about the insurance issue. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

  Customer Answer

  Date: 02/27/2023

  Complaint: 19434968
  
  I am rejecting this response because:I have not received any further communication from this business.
  
  Regards,
  
  ***************************

  Business Response

  Date: 03/26/2023

  We do apologize for the inconvenience.
  
  
  Please be advised that a follow-up email was sent to our *** Affiliate for further assistance.

  Customer Answer

  Date: 04/03/2023

  Complaint: 19434968
  
  I am rejecting this response because:

  I have not received a response from N Car rental agency or their *********** affiliates as of today. I am not satisfied with their answer to the BBB because it is inaccurate. 
  
  Regards,

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

  Business Response

  Date: 04/06/2023

  Please be advised that our *** Affiliate has not provided us yet with their response. We will get back to you once we receive an update from them. We do apologize for the inconvenience.

• Initial Complaint

  Date:02/20/2023

  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 2 vehicles from nu car rental in the beginning of February. The first reservation was from 2/3/23 till 2/5/23, confirmation # **********NU. A deposit of 300 dollars was suppose to be held until I return the vehicle. On 2/5/23 I returned the vehicle in pristine condition and even earlier than my scheduled drop off time. I had booked a separate rental instead of extending the one I had since it wasnt cost effective on the same day I dropped the rental off . I was told 3-5 business days for my deposit to be returned. That means I should see the first release by 2/8/23-2/10/23. Although, my bank releases all funds under 24 hrs. *** had a relationship with my bank for more than 10 years so ** used to seeing refunds and deposit arrive quickly. Another deposit of $300 was held for the second rental starting 2/5/23 till 2/8/23, confirmation #**********NU. I didnt receive my first refund by the 8th when I dropped my vehicle off. I intended to talk to someone about it but they were incredibly busy and I had a flight to catch. This company has no way of speaking to customer service directly, its all through chat. I place a ticket for the issue of the first deposit on 2/9. The char agent told me to wait 7 business days. I suggested that the deposit was held a certain way where it has to released manually since I had this issue with the before where my deposit was held for more than two weeks and the same day I placed a ticket in about the issue it was released and funds were back in my account within a couple minutes. This time they are telling me I have to wait 1 to 2 billing cycles to see it in my bank statement. I just keep getting the run around and theyre blaming it in my bank. Theyve held my life up and Ive missed bills because I depended on having those funds back in my account in a fashionable manner. Its an issue on their end and theyre choosing not to fix it

  Business Response

  Date: 02/22/2023

  Thank you for bringing this to our attention.
  
  
  As for your concern, please be advised that our ****** Affiliate has already released back your security deposit with an auth code ******. We suggest contacting your bank and providing them with the auth code.

  Customer Answer

  Date: 02/22/2023

  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:02/17/2023

  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 reserved a reservation through Priceline for a Car rental At Nu car. When I went to pick up the vehicle on 2/7/24, the employee advised me that I cannot travel to ***** with their rental and proceeded to cancel my reservation. I have been dealing with Priceline for my refund however they state they are waiting for Nu car to reply to their inquiry about my reservation cancellation. I have waited for over a week to hear anything back. My mother in law was dying and I needed to scramble around to find a van to leave the same day. I spoke to a nu car customer service rep today and she advised I wouldnt get a refund for 2 billing cycles. When I asked how long a billing cycle was, she said I would not get a refund for a long time. This is highly unacceptable as I did not even get the rental. I need my refund asap as i had to pay for a different rental with a different company as I was not advised I cannot drive the rental to ***** in any disclosure from nu car until I went to pick it up.

  Business Response

  Date: 02/21/2023

  We do apologize for the inconvenience.
  
  
  Please be advised that we've sent an email to Priceline regarding your confirmation # **********NU. Rest assured that we will give you an update as soon as we receive a response from them.

• Initial Complaint

  Date:02/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this letter to file a formal complaint against ******************** located at ************************************************************************* January 18, 2023, I entered into a rental agreement with the aforementioned company for the purpose of obtaining a vehicle for a vacation trip. Regrettably, I was subjected to a "bait and switch" scheme, in which the original reservation was dishonored, and a concession was offered by the representative of ********************, which resulted in additional charges being added to my bill without a proper explanation.I have reasonable grounds to believe that the representative of ******************** engaged in unethical and deceptive business practices. The representative initially appeared to be cordial and inquisitive but upon learning that the rental was for a vacation trip and that I was on a tight timeline, the representative became aggressive and used the information to exploit me and my situation for financial gain. This is evidenced by the pressure that was exerted on me to sign a contract that was not thoroughly explained to me, which caused me significant distress and frustration.I respectfully request that you assist me in resolving this matter. The transaction details are as follows:Transaction Date: January 18, 2023 Amount Billed: $1,005.24 Original Reservation Amount: $705 The main issue of dispute is that the representative of ******************** offered me a different car at a discounted price and represented that the total cost of the rental would be approximately $700, with an additional charge of $100. Upon review of the bill, it was discovered that the $100 was a daily rate, which resulted in an increase in the bill of over $400.I would be grateful for your assistance in resolving this matter and for ensuring that ******************** operates in a fair and transparent manner in the future.Thank you for your attention to this matter. I look forward to your prompt response.

  Business Response

  Date: 02/16/2023

  We do apologize for the inconvenience.
  
  
  However, based on the Final Invoice, the daily rate of the rental was $83.19 (before tax). On the other hand, you were additionally charged for the following:
  
  
  1. ************ - $47.96 (before tax)
  2. UPGRADE - $400.00 - (before tax)

• Initial Complaint

  Date:02/10/2023

  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.

  I rented a car through expedia with NuCar. I paid with a credit card online for a price of $215. I arrived at NuCar in ******. It is late at night and I have a long drive to make. I am with my partner at the check in. We are asked if we want additional insurance or if we want to upgrade to a larger vehicle. I decline both. I am certain that I verbally declined additional insurance. My partner vouches for me that I declined additional insurance.I am then told that we will pay a $300 refundable deposit. I accept this and sign the document provided. Please note the document -- the deposit amount ($300) is written at the bottom of the signed receipt. There are also line items for "loss damage" and "tire protection". My understanding is that these line items are part of the $300 deposit, as they add to close to that amount. Again, I verbally refused any additional optional coverage. The saleswoman made a point of repeating the deposit amount to me several times, as if to confirm that $300 would be removed from the ~$500 total charge. After returning the car, I find that I have been charged $300+ for the "loss damage" and "tire protection" and additional taxes. I have contacted the company, and they argue that these are optional services that I signed up for. After all they have my signature. But this is misleading -- I signed under false pretenses orchestrated by NuCar rental. I verbally declined extra coverage for these services, and the poorly documented receipt (why is the "deposit" hand written? why not print it next to the other lines?) in addition to the salesperson's dialogue implied that the "loss damage" and "tire protection" are part of the deposit. The name -- "loss damage" -- does that sound like an optional insurance? I contacted ***** and attempted to ask for a refund of the "optional" fees that I did not ask for. They offered no such thing. I asked if there was another method for appealing. They declined.

  Business Response

  Date: 02/13/2023

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

  Customer Answer

  Date: 02/13/2023

  Complaint: 19380131
  
  I am rejecting (or not yet accepting) this response because the company is asking for additional information, which I am providing in this message. The issue has not been resolved yet. 

   

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

  Business Response

  Date: 02/16/2023

  Thank you for providing us with your rental details.
  
  
  Since you complained about insurance fees, may know if you were able to present a Declaration Page or the list of your insurance coverage at the counter? Please be advised that the rental facility needs a copy or proof of this upon arrival.

  Customer Answer

  Date: 02/16/2023

  Complaint: 19380131
  This was the NuCar's response:

  "Thank you for providing us with your rental details.
  
  Since you complained about insurance fees, may know if you were able to present a Declaration Page or the list of your insurance coverage at the counter? Please be advised that the rental facility needs a copy or proof of this upon arrival." 

   

  I'm sorry, but this message is difficult to understand. Regardless I will answer what I think is the question. The counter person did not ask me to provide proof of insurance. If they had, I happily would have provided it.

  The root of the problem is they asked me if I wanted additional insurance, I declined, then they had me sign a document under false pretenses (see the previous message).

  But I want to make something clear here -- I don't know what you charged me for. Was it "insurance" that you charged me for? I have no idea. All I see are line items in a bill for things that I didn't ask for and that NuCar clearly tried to imply at the time of signing was a refundable deposit. 

  Regards,
  

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

  Business Response

  Date: 02/26/2023

  Please be advised that we've sent a follow-up to our ****** Affiliate about the insurance issue. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

• Initial Complaint

  Date:02/07/2023

  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.

  The request presented was to have easier contact with the business. The message was essentially that "it is what it is" - that their service is not set up to live to prevailing expectations of any business, let alone one with a global presence. This is far from satisfactory.

  Business Response

  Date: 02/12/2023

  We've been receiving multiple emails from this customer who doesn't want to share with us his purpose on why he wants to be contacted by our ***** Affiliate. NU Car Rentals provides a car rental affiliate reservation system and acts as an agent for the convenience of the customer and the locally owned and operated car rental firm. 
  
  
  We've given him information already that the only way to contact our Supplier is by phone. But he is very persistent. We already offered to relay his concerns but he refused. Please be advised that we are using another tool so we can reach out to our Supplier directly. 
  
  
  If the customer won't follow procedures, we request to block him on your platform. He is already using abusive words and cursing us. God forbid! See the attached files as proof.

  Customer Answer

  Date: 02/15/2023

  Complaint: 19338380
  
  I am rejecting this response because:

   

  The reader of this complaint to the BBB is an expert in this field. Please consider how many online threads advise the customer to "directly message" the business...whatever component of privacy may be part of the reason for this request, is often what cloaks the desire to do a wrong to a person when they are outside of the public eye. The request for privacy even prompts the third-=arry reader to consider that there is a heightened desire to resolve the problem, outside of pre-formatted answers that are designed to say "no" in numbers ways to a customer. Here, with their answer, what the delays were like, how hard they were to deal with. Did their response to an agency, in the public eye, like the BBB prompt a response that contained an actual resolution to the question (the desire to directly communicate with the branch via e-mail)? Obviously it didn't. Did I explode on them? You better believe it. Seeing how this answer is a reference to their prior treatment is absolutely the reason why I did this. Look at their other reviews online, and tell me that these are not the hallmarks of a "dirty business" that hires employees based upon their willingness to wake each morning to "eat the world." What would we uncover if we had a hidden-camera reporter join their company? Then, you can focus on why I was ride. Until this, what they are doing is using this as something to focus on, which allows their wrong-doings to be deflected in the public eye. What are the odds the rep that was placed there, would have been promoted had they not share the company's "work ethic?" NOT in a million years!!!
  
  Regards,
  
  *************************

  Business Response

  Date: 02/19/2023

  We understand your frustration.
  
  
  We already advised our ***** Affiliate to coordinate with you directly. Please keep your email and phone open.

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rental car through ********* And ************* is in *****. I live in Broward. I canceled the reservation. The reservation was successfully canceled but NU car rental didn't refund my money back. I live in a different county. My reservation is #*********.

  Business Response

  Date: 02/12/2023

  We do apologize for the inconvenience.
  
  
  As for the refund request, *** we have the following so we can pull up your account?
  
  
  1. Confirmation # ending in NU
  2. Pickup date/time