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.

close

Find a Location

Nü Car Rentals has 13 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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 Rental

  18121 E 81st Ave Commerce City, CO 80022-9552

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:02/03/2023

  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.

  On Feb 2 2023 I went to pick up my car that I booked through Expedia. The cost was supposed to be approximately $350. When we got there they told me I needed to buy additional insurance called loss of use for $200. A non refundable paid in full fee. We told them we rent regularly and use our extensive GEICO policy all the time. They said that was t good enough. I offered to add that to my policy but they said it has to be in effect for 30 days. I called GEICO they said that is a scam to get more money. Other companies put a hold on your CC and as long as there was no accident you get it back. I explained this to the agent who said you cant have the act without paying the additional $200. I told them Id like to cancel and wanted a refund. They said I had to contact Expedia. I did that but Expedia said NU already got paid and it was non refundable and that it mentioned the insurance in the contract. All rentals do but this is in addition to regular insurance. . They are scamming and making a bundle off customers.

  Business Response

  Date: 02/09/2023

  We do apologize for the inconvenience.
  
  
  As a one-time courtesy, please be advised that the cancellation and refund request was approved and completed in our system. Please allow your bank/card company time to process the funds into your account as this is dictated by their policies and the type of card used. Please see the attached file as proof. You may provide the Auth code to your bank as a reference.

• Initial Complaint

  Date:01/30/2023

  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.

  Rented a car through Expedia. Was expecting $145 total. They rented me a 4 cylinder vehicle to drive through the mountains. Gave me option to upgrade to 6 cylinder for 12 dollars a day. I said okay to these charges, now 193 total. I got multiple emails of "hey we are expecting this vehicle back at x time, would you like to extend?" None of them had a mention of late return fee. Nothing in anything they sent me had any mention of that. Car was supposed to be back at 10:30 AM I returned 12 PM and was charged extra 250 dollars and a ton of other fees, adding up to $837 dollars. I see now this company is incredibly unclear in their wording which "allows" them to take advantage of their customers. They gave me a car that had a cracked windshield (unsafe rental practices) they tried to blame crack on me upon return even though it was marked with blue marker upon departure. Gave me a vehicle that did not have license plates so parking anywhere was an absolute nightmare, this car was clearly not ready to be rented. Sent me an extension email at 1:11 pm after I had already returned car.

  Business Response

  Date: 02/07/2023

  We do apologize for the inconvenience.
  
  
  As for the additional fees, we'll need to coordinate with our ****** Affiliate to verify this information. In the meantime, are you able to send ** the following?
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract
  3. Proof (video or photo) showing that the car has a cracked windshield before the pickup

  Customer Answer

  Date: 02/07/2023

  Complaint: 18946533
  
  I am rejecting this response because: it doesn't resolve the charges that were assigned to me, I denied all coverage because I booked with a major credit card that covers car rental insurance. Unfortunately I do not have photo or video of the clearly noted blue line under crack in the windshield. NU rentals did credit me back 280 dollars this morning which is still short of the 300 dollar hold I put down as a deposit, if we could credit back the full amount of deposit I initially paid and get rid of the 250 dollar extra fee I would be happy with this resolution, and update my review of the ****** branch. 

   

  that would leave me paying $287 to NU rentals. Not $145 dollars but still a fair price for both the business and I. I've included the email I was sent about return, nowhere does it say there will be a $250 dollar late fee. 
  
  Regards,
  
  *************************

  Business Response

  Date: 02/12/2023

  Indeed, we see that our ****** Affiliate has already refunded you $280.25. However, based on the Signed Rental Agreement, you agreed to purchase the following:
  
  
  1. Loss Damage Waiver
  2. Glass & Tire Protection
  3. Upgrade
  
  
  Thus, the charges will stand. Also, the fuel fee was added after dropping off the vehicle.

• Initial Complaint

  Date:01/30/2023

  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.

  As a last resort upon landing in ************** for volunteer work, I needed a safe way to reach my lodging over an hour away from the airport. I booked a car rental with * through Expedia.com with my credit card on my phone, and upon arriving at the * desk in **************, I was told I couldnt use my booking because my credit card on my phone wasnt sufficient, despite having already paid in full for the booking. Expedia then informed me that * declined my request for a refund and therefore not only took my money for a service I did not receive, but left me without options to reach my lodging safely. I am extremely frustrated to have lost such a substantial portion of my budget for this work trip. I want all of my money back for not receiving any services at all.

  Business Response

  Date: 02/07/2023

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

• Initial Complaint

  Date:01/24/2023

  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 reservation booked online for a vehicle for $146.07 for a vacation in ******** **. Upon arrival I was told I needed insurance. I told the man I have insurance. He responded by telling me I have to buy basic insurance or full coverage or he could not give me the vehicle. It was dark and late and we were stuck there. I tried to explain I have progressive. He lied to me forcing me into buying basic insurance through them and paying $410 for the same vehicle and same amount of days that was supposed to be $146. He said I had to buy an insurance to rent the car when I had my own. I believed him and trusted this company and then returned home to find out I only needed my own insurance. I believe he did it because I was a tourist. The front right tire also kept loosing air and I had to put air in it four times. I feel lied to and taken advantage of and scammed.

  Business Response

  Date: 02/02/2023

  Based on the ***'s Terms and Conditions (refer to ************************************************************************* Insurance), Loss Damage Waiver-LDW is optional only when presenting a major Credit card that extends coverage to *********** or with proof of personal insurance at the counter with a letter stating it is valid in *********** and vehicle covered is less than 5 yrs old. Credit card and Insurance presented are subject to verification and acceptance at the rental counter. Otherwise LDW is required.
  
  
  We do apologize but the charges will stand.

  Customer Answer

  Date: 02/02/2023

  Complaint: 18890087
  
  I am rejecting this response because:
  I had and have insurance and told ***** that. I had proof on my phone and could have called the company with *****. He still said I needed extra insurance regardless or could not take the vehicle. 
  
  Regards,
  
  *********************************

  Business Response

  Date: 02/06/2023

  We understand your frustration. 
  
  
  However, you need to have proof of personal insurance with a letter stating it is valid in *********** and the vehicle covered is less than 5 yrs old.

  Customer Answer

  Date: 02/06/2023

  Complaint: 18890087
  
  I am rejecting this response because: I was lied to. The employee **** told me I had to purchase a protection plan when I said I have insurance. He lied to force me into spending money that was unnecessary that benefited him and the business.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:01/23/2023

  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.

  In July 2022, my friend and I rented a car through NU Car Rentals to drive around ***********. During our trip, we were driving on the freeway when a pipe came flying at us from the car in front of me. As the car was directly in front of me and the pipe came out of nowhere, I could not swerve and avoid the pipe. As such, the pipe hit and dented my rental car. When we got back to the rental car spot to return the car, photos were taken and I was assured that the company would reach out to my insurance to discuss the claim first before coming to me. a $500 deposit was taken on my credit card.I began to follow up on the case in August, trying to get some more details as to when my case would be reviewed and the general expected time frame. No answers were provided. I followed up again in September with similar results. I did not hear from a company rep until October, upon which I was informed that the company tried reaching out to my insurance and were told that I wasn't on file. I had to provide my insurance information to be able to rent the car in the first place, so this was odd to me. In any case, I provided my insurance information again and filed an incident report at that time. The rep told me she'd be in touch.Weeks went by and I still didn't hear back. I tried calling at the end of December to ask for an update, and an agent told me that they would follow up with the rep and get back to me. This didn't happen, so a week later, I tried emailing for a follow up. It is now almost the end of January, and I STILL haven't heard anything about my claim. I have insurance and have provided it twice to the company. I don't know why they haven't gotten my case sorted or why they can't provide me an update. It's been 6 months, and this still hasn't been resolved. At this point, I'd really like a refund of my $500 deposit and for this case to be over.

  Business Response

  Date: 01/31/2023

  We do apologize for the inconvenience.
  
  
  Please be advised that for any insurance claim, you need to send an email to ************************************. You can ask them for an update about the issue.

  Customer Answer

  Date: 02/02/2023

  Complaint: 18877596
  
  I am rejecting this response because: I've already tried reaching out to ************************************ for an update and they have not responded. This was a part of my original complaint where I mentioned that I tried emailing in January after my call in December was unfruitful. Please see attached for the record of my communications with that email address. Is it possible for BBB to send my complaint to ************************************?
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/06/2023

  We understand your frustration.
  
  
  Please be advised that a follow-up has been sent to our *** Affiliate for further assistance. We will get back to you once we receive their update.

  Customer Answer

  Date: 02/07/2023

  Complaint: 18877596
  
  I am rejecting this response because: it has not been resolved yet and I want to keep the complaint open. NU car rentals said that they would respond once they received an update. Thank you.

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

  Business Response

  Date: 02/17/2023

  Please be advised that a follow-up was sent to our *** Supplier on 02/16/23. We are still waiting for their response. We do apologize for the inconvenience. We will send them a follow-up today as well.

• Initial Complaint

  Date:01/20/2023

  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 booked a 4 by 4 SUV from them starting from 12/14/2022 to 12/21/2022, but on the day I picked up, they gave me a 4 by 2 SUV without any notification so I didn't realize the car didn't match to our booking(The reservation number is LAS-******). Then on 12/18/2022, we were stuck in the snow. Usually this should not happen because a 4 by 4 car shall not be stuck in the snow. At that time I first time found that we got a 4 by 2 car instead of a 4 by 4 car. So we called a third party roadside assistance and paid $350 for the towing. Then we immediately called expedia and submitted a ticket to NU car for our situation, but no one responded. When we returned the car, we got the contact email for their manager *****, but ***** said since we were driving on an unpaved road and stuck, NU car was not responsible for that and this was a mutually exclusive case. ***** didn't say anything about their fault(giving us a wrong car) but just emphasized they didn't have liability on that. This is the first thing I need a solution.Also second thing, when I picked up the car, the front desk staff was continuously talking to me and made me sign to buy their insurance. When I asked if I can use my credit card rental insurance, they refused me because of the 'state law'. Then I asked if I can use my own car insurance, and they refused me again. I also want an explaination on that and also a reasonable solution.

  Business Response

  Date: 01/22/2023

  We do apologize for the inconvenience.
  
  
  As for your concern, please be advised that our ********* Affiliate won't compensate you for the car class issue. They advised us that you were given an upgrade with no extra charges. You booked a midsize SUV which is the Jeep Compass 4x4. However, they provided a Jeep Grand Cherokee which is bigger in size and is also a 4x4.
  
  
  On the other hand, based on the Signed Rental Agreement, you agreed to purchase the Loss Damage Waiver. Thus, a refund won't be honored.
  
  
  We will now forward your concern to our Supplier for the snow/tow issue.
  

  Customer Answer

  Date: 01/29/2023

  Complaint: 18856676
  
  I am rejecting this response because: I don't care about the upgrade I just care about if it's 4 by 4. I do have plenty evidence that I got a 4 by 2 SUV. There is VIN number on the contract and ask they to check if that car is 4 by 4 or 4 by 2. I also got the carfax report of that car and it is definitely a 4 by2.
  
  Regards,
  
  Hanyang Ru

  Business Response

  Date: 02/16/2023

  We understand your frustration.
  
  
  However, our ********* Affiliate is unable to issue a refund. Should you want to make an appeal, you can send them an email at **************************.

• Initial Complaint

  Date:01/16/2023

  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 with hotwire. After I had already clicked "purchase," I saw that the booking is with a company called "Nu" car rentals. My booking was to pick up a car on Jan 14 and return it 1 week later. The reservation was under my husband's name, ********************* (email ***************** phone ************). He got to the agency and it turns out, they have a bunch of fine print (which you can't even get access to until you've already paid a nonrefundable hotwire rate) and the fine print says that you must have $1M in liability insurance. We have around $400k in insurance coverage (we own a *** X3). This car rental agreement was for a compact car, which is estimated to be worth around $20k. But this is a convenient tactic they use:When my husband was unable to produce $1M in insurance coverage, they said "so just cancel-- that's what all our customers do." It appears that this company does not even own cars to rent out, Nu car rentals make impossible terms and then they rely on customers cancelling. I did contact hotwire, who simply restated that the rate is nonrefundable (they also sent me to some call center with poor connection and not great English skills when I tried to contact their customer support). Clearly ********************** is a fraudulent business (I did a quick internet search and there are thousands of reviews like mine), and I believe hotwire is deliberately turning a blind eye as well.

  Business Response

  Date: 02/02/2023

  We do apologize for the inconvenience.
  
  
  Indeed, we see that the reservation was canceled due to local resident requirements issue. Please be advised that based on the Terms and Conditions of ***** (refer to ************************************************************************* Insurance), ******* residents must use their own personal Third Party Liability -TPL- with a minimum coverage of 1 million USD.
  
  
  We will forward this concern to Hotwire so they can provide options on how to get your funds back. Should you need to make a follow-up, please call them at *************** or ************** (Toll Free).

  Customer Answer

  Date: 02/02/2023

  Complaint: 18819223
  
  I am rejecting this response because: The "local requirements policy" that Nu refers to was only provided to me AFTER I booked a non-refundable car rental. Additionally, the terms of this "local requirements policy" include requiring me to have insurance up to $1M (when I was renting a compact car worth approximately $20k). My car insurance covers $400k, which is very high, but of course failed the $1M requirement.

  It seems like this is the goal of Nu's policy: to create conditions that are impossible to meet, and only disclose these conditions after the customer has booked. And because it is nonrefundable, they keep the customer's money.

  Moreover, I have already contacted Hotwire who refused to refund or to help in any way. I am planning to file a separate related complaint against Hotwire after we establish fault in this case.
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/06/2023

  We understand your frustration. But, the decision on this matter still remains.

  Customer Answer

  Date: 02/06/2023

  Complaint: 18819223
  
  I am rejecting this response because: the response provides no new information. My claim of deliberately misleading business practices remains. This company bound us in a nonrefundable rate with teens that are not disclosed until after clicking purchase.

   

   Personally, you may resolve this by refunding me the cost of the rental plus the cost of the Uber to and from the rental agency ($70).
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Paid for car and other fees though Priceline, price paid was $7.62 per day. When I arrived, they didnt have this car, so I was basically forced to upgrade, the first upgrade they did, they didnt have that SUV. Agreed on the third try, but this vehicle was $60.00 per day. If you dont have the vehicle, then my upgrade should be free. 2. Paid for tolls per the contract, $59.95 total. All tolls around ****** were waived for some reason, but signs posted everywhere, I think your local salesman took advantage of a traveler. Also found this information about waived tolls on the internet. 3. Waived tire/glass protection, let alone, got a flat tire. The vehicle didnt have a spare tire, **** or handle to change the tire. Thank god for good Samaritans, but had to spend 3 hours of my vacation in ******** 4. How come I get charged for a full tank of gas? Will I get a refund of the unused prepaid gas I paid for?5. Where is my credit from all the charges from Priceline? I paid $7.62 ($38.10 total) per day for car and $100.13 in taxes and fees. I paid $634.84 total at the rental place, which included the same taxes and fees (AP surcharge, Rental Surcharge, vehicle license, customer facility and sales tax) as Priceline. Essentially, I paid all these twice. I think I am due some sort of refund and help on the upsells, it wasnt my problem they didnt have the correct cars. I can also provide my receipt from Priceline.

  Business Response

  Date: 02/04/2023

  We do apologize for the inconvenience.

  However, according to the rental facility, the renter added an upgrade, ************ and a prepaid fuel. He was fully aware of each add on and knew the grand total. He signed two documents - one contract agreeing to those add ons and deposit amount and a summary of charges showing a breakdown of all charges.

  We do apologize but the charges will stand. On the other hand, there is no credit for the unused fuel.

• Initial Complaint

  Date:01/09/2023

  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.

  1/6/23. I paid for a car rental and was pushed into an upgrade for an extra $80, for a total of over $400. We werent asked to inspect the car or sign off on the condition prior and didnt think to check the car. When we arrived at our destination, an hour away, we noticed a large dent in the side of the car. We immediately reported it and sent pictures. We then noticed there was no license plate and the tag from the *** was a month expired. We contacted the company and they said we needed to drive the car, without proper registration, back to the branch. When I said I wasnt comfortable with that, they gave us the option to have the car towed and I was told it would be considered abandoned and I would be charged $500. We decided to drive the car illegally back to the branch and en route we got a phone call from the branch supervisor saying that he didnt even have the license plate. He said the best he could do was to email us a copy of the new tags. I said that I didnt feel comfortable driving the car without a license plate and would like a refund and I was refused. The company did not uphold their part of the contract of providing a legal and safe car to be driven.

  Business Response

  Date: 01/28/2023

  Thank you for bringing this to our attention.
  
  
  As for your concern, *** we have the following so we can pull up the correct account?
  
  
  1. Signed Rental Agreement
  2. Final Contract
  3. Pickup date/time
  4. Confirmation # ending in NU
  5. Proof that the car has dents and no license tag

  Customer Answer

  Date: 01/30/2023

  Complaint: 18699514
  
  I am rejecting this response because:

  
  I have attached the photo of the missing license plate, as well as the expired tag. My reservation confirmation number was ********** and the rental was picked up on January 6th in SLC. I have attached the signed rental agreement. I no longer have the pictures of the debt on the car, but they were sent to ********* via text message on January 6th. I have attached a screenshot of her email confirming our correspondence. We also spoke to the employee that was handling our check out when we returned the car on January 9th. He also confirmed that the dent was already there. He stated that the people that rented the car prior to us were worried about the dent as well, so they were aware of it. I also would be happy to forward the email initially stating that they would email us an updated tag. After that email, I received a phone call that said they could not email us the tag and we would have to drive the car an hour back, without proper registration, to get the updated paperwork. I got a second call from the manager then stating that they didnt even have the proper registration information/license plate in hand. Let me know if you need any additional information. Thank you. 
  

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

  Business Response

  Date: 02/02/2023

  Thank you for providing us with your booking details. And yes, we would like to ask for additional proof regarding your discussion with ********* since it does not state the details.

  Customer Answer

  Date: 02/02/2023

  Complaint: 18699514
  
  I am rejecting this response because:

  I do not have details from my conversation with **** as it was had over the phone. I sent the photos (I found them and attached) via text and she confirmed in an email that the issue was resolved (attached previously). I then brought up the missing license plate and she sent an apology email (attached). I then got an email from another employee stating they would send us documentation (attached). Shortly thereafter, the same employee called me and said they cannot send it via email so we would have to return to the site. She refused to give me a method of contacting the site manager. We got in the car to drive back to the site when I got a phone call directly from the manager. He said there was no use in coming in because he didnt have a license plate and the car shouldnt have left the lot. He emailed us something from the *** and said if we got pulled over to show them that. We did not feel comfortable putting ourselves in a situation to be pulled over so we used Uber (at our own expense) for the remainder of the trip. 
  
  Regards,
  
  *************************

  Business Response

  Date: 02/13/2023

  Thank you for the verification. We'll coordinate with our *** Affiliate regarding the expired tag 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: 02/13/2023

  Complaint: 18699514
  
  I am rejecting this response because:

  Thank you. As a reminder, this wasn't the car we originally reserved. We were encouraged by the employee at the *** location to "upgrade" to this vehicle, for an additional $81.00. Obviously neglecting to disclose the damage and lack of proper registration.

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

  Business Response

  Date: 02/17/2023

  Based on the Signed Rental Agreement, you agreed to upgrade to a newer car that had a Dmv permit in the front windshield. You were offered to return the car and get another vehicle with a plate on it if it made you feel more comfortable but you declined. Our rental facility informed us that you declined each time you were offered it. We do apologize but the charges will stand.

  Customer Answer

  Date: 02/17/2023

  Complaint: 18699514
  
  I am rejecting this response because:

  As I stated before, the complaint is that the *** permit was expired (please refer to previous photos). We were offered an upgrade which was actually damaged (which the location admitted they were aware of and didnt inform us). Additionally the car had completely expired registration in the windshield. We were offered to drive the car, with the expired tag, back to the location; to which I obviously declined as I did not feel comfortable driving the car illegally. I asked if a car or the new tag could be brought to us, and the location refused. Again, Nu car rentals did not hold up their side of the rental agreement to give us a safe and legal car to drive. 

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

• Initial Complaint

  Date:01/09/2023

  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 Priceline for a trip I was taking to ********. The car was rented through Nu Car Rentals from 12/27/2022 until 01/01/2023. When I arrived to Nu Car, I was told that they did not offer the car that was rented through Priceline, that that "was a Priceline thing", but they would help me with an upgrade. I did not want an upgrade but was told the car I wanted was not available. I had rented a compact, but they said that they had a Charger, a Jeep, or a higher end SUV. I was **** miles from home and 80 miles from my final destination. I didn't know if any of the other rental companies would have anything. In the end, I took the car from Nu Car at an increase in price of $443.55. I then contacted Priceline on Dec 29th and spoke to an agent and a supervisor who said they would send me an email with an address to send a copy of my final receipt so they could take care of this. They never did this. I contacted them back on January 1st via text and was given the email to send it to and told they would investigate it. Yesterday I received an email from them saying they had contacted Nu Car and they were told they weren't crediting anything because I had requested the upgrade. I did not.

  Business Response

  Date: 01/26/2023

  Thank you for bringing this to our attention.
  
  
  Please be advised that we already forwarded your issue to our Support Team. Rest assured that we will give you an update as soon as we receive a response from them.