Business Profile

Auto Rentals and Leasing

Nü Car Rentals

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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.

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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:12/29/2022
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.
1 day after having the rental noticed swishing of water in the body of the car during acceleration and decelerating. Then the roof began to leak water. It was barely drizzling out no sunroof so no explanation of why there was a leak. Called action car office in ******* and they never responded.. next day the hurricane/ tropical *********************** came thru so we didnt drive anywhere and the next day went to get in car and it was flooded inside! Called them again and by the time I got ahold of someone they said they were closed for hurricane but you can drop car off with security in the morning before the office reopened from Hurricane, but you will have to go rent somewhere else.. said they would make a note of me returning the car early for a refund. Well I rented somewhere else and never got a refund from NU car/Action car rental ******* guess what I cant even get through a 7 min call with corporate without the call mysteriously dropping.. finally got a manager who said he will make things right and get my refund but here we are 2 mo later and Im still calling daily. and Everytime I call I get hung up on, they dont answer, or claim they cant hear me lol $150 a day rental and I could only use it for 2 days due to a severe leak seems like I should get at least $1200 back!! I also never got the email for my initial agreement after I picked up the car or the final when I dropped it off! FYI I prepaid $1400 plus tax through Priceline but Priceline prepay means they pay NU rental car company directly to receive the special rate. So I have absolutely no way to dispute it on cc because Priceline is just the 3rd party! I WANT A REFUND
Business Response
Date: 01/17/2023
Please be advised that our rental location has already refunded you for all the charges made at the counter. However, we are still waiting for them to provide us with a copy of the Final Rental Agreement.

Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
Customer Answer
Date: 01/17/2023
Complaint: 18656897

I am rejecting this response because: The refund you are referring to is the extra driver and the toll fee per day ($155.60) that was in-fact refunded by ***************** - your onsite affiliate.
This has nothing to do with the fact that your vehicle was unsafe to drive, and I was told by your company to return it and rent elsewhere and a refund would be determined. Because of numerous failed attempts and disconnected calls to your customer service the issue still stands to be unresolved, therefore, Im requesting a refund of the entire rental ($1416.12) due to the below issues:
1. Unsafe vehicle with severe water intrusion from roof and body - water swishing in the body of the car as well as water intrusion to the floorboard (see photos)
2. Vehicle has active recalls and the vehicle should have never been in service or rented
3. Failure to accommodate me with a new rental; instead telling me to rent elsewhere and a refund would be discussed (no refund for the rental has been given)
4. Trip interruptions - Had to rent another car elsewhere to continue on my vacation which took time out of our day. Numerous hours spent calling to resolve the issue, disconnected calls by your reps and no calls returned.
5. Lack of resolutions since November 8th
6.NU car customer service always disconnects the call or never returns my calls.

Regards,

*******************************
Business Response
Date: 01/26/2023
We understand your frustration.
Please be advised that your issue has been forwarded to our Support Team for further assistance. We will get back to you once we receive their update.
Customer Answer
Date: 01/26/2023
Complaint: 18656897

I am rejecting this response because: Your generic message to the matter has been heard multiple times. Buying time doesnt fix the issue that you have a dangerous vehicle in service that should have never been rented out. You failed multiple times to resolve my complaint.

Regards,

*******************************
Business Response
Date: 02/04/2023
Priceline tried to refund the customer but she had already filed a chargeback (which locked the card). Our Support Team advised the broker to just accept the chargeback so the customer would be refunded. Priceline just confirmed that the renter won on her claim and has been refunded.
Initial Complaint
Date:12/19/2022
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 December 8th my wife and I booked a reservation through Expedia for NU car rental for ****** dollars from the 8th to the 12th.Upon arrival at NU ******, the sales representative informed us that since we were going to ******* we needed to get the ************ pass for an extra ***** per day.We were shocked at this this price and she explained if we didnt we would be charged ***** each time we went through a toll.As I was signing the contract, my wife questioned the price as it seemed high and the representative made my wife feel like an idiot and said it was a 300 deposit that would be refunded.After arriving home, my wife checked our bank account and we we were charged almost 400 dollars for our rental! That is a big difference from 137!She inquired with NU and was informed that we had agreed to glass/tire protection, loss damage, and roadside assistance. We never agreed to that and wouldnt as we have AAA and car insurance!My wife tried contacting customer service and were informed there was nothing they could do as we signed a contract. NU is committing fraud and claiming people are signing a contract but not explaining or giving individuals sufficient time to read!We would like our money back and for NU to be reported for their business practices!
Business Response
Date: 12/29/2022
The **************** Representative of the ****** Location said that they have spoken to you. They advised you to email a formal complaint to the location ***************************** Once they receive this, they can forward it to the manager and ask for his decision. If you still wish to speak to them, you can call them at ************.
Customer Answer
Date: 12/29/2022
Complaint: 18602492

I am rejecting this response because: I have already emailed them several times ( see attachments) and no one has contacted me or has actually resolved my issue. I keep getting asked to email again and passed on.

Regards,

*********************
Business Response
Date: 01/17/2023
We do apologize for the inconvenience. Please be advised that We already forwarded your email to the rental facility's **************** Team.
Initial Complaint
Date:12/16/2022
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.
Im just trying to get my deposit back from Nu car rental. No one ever answers phone calls or anything is the sort.
Business Response
Date: 12/27/2022
Thank you for bringing this to our attention.

As for the deposit release, *** we have the following so we can forward this issue to our *** Affiliate?
Initial Complaint
Date:12/15/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 30, 2021, I bought a Package from Priceline.com. Subject: Your itinerary for ************* - July 12, 2022 (Itinerary #***-365-093-44)Congrats, your trip from Tuesday, July 12, 2022 is confirmed!Trip Number: ***-365-093-44 *** - *** Jul 12 - Jul 23 Airline confirmation number: VNHGWU FDT0JP ******************************************* Jul 12 - Jul 22 Hotel confirmation number: ********* Supplier's Choice Jul 12 - Jul 22 Car confirmation number: 6610307486NU Summary of charges Purchase date January 30, 2022 Payment methodMastercard (****) Billing ************************** Cost per person$1,306.57 Round-trip Ticket 1 Room for 10 Nights 1 Car for 10 Days ******************* Number of traveler X1 Total Charged$1,562.36 ************, *********** - *************, ** *************, ** - ************, *********** Tuesday, July 12, 2022 - Friday, July 22, 2022 1 Ticket(s) Airline Confirmation Number(s)JetBlue AirwaysVNHGWU JetBlue AirwaysVNHGWU United AirlinesFDT0JP United AirlinesFDT0JP My complaint is directed towards NU Car rental. When I arrived to pick up vehicle the counter person asked me for a credit card to place on file as a deposit. I explained to the person that the car rental was already paid for as a bundle from Preiceline.com. Still the **************** person insisted that I place a credit card on file, and I complied to get the car rental off the lot. Friday July 22, 2022, I returned the car back to the lot and was told that I would receive a receipt in form of an email. When I checked my final bill there where charges on my credit for $470 from NU car rental. I called the Nu car rental customer service, and they reimbursed me $92.62 for gas charges that were incorrectly placed on my card. All along I had forgotten that the car rental was covered in the charges from the bundle of Priceline.com. I called NU car rental again and I also called ********* credit card services and filed a complaint and stop payment for that charge of $470. Nu car rental did not ever reimburse me for the amount of $377.38 that was owed to me for that unauthorized charge they placed on The ********* Card Mastercard (****) Since then, I cancelled The ********* Master Card because ******** found my complaint not lacking merit. I gave up on trying to recuperate my monies both from Nu car rental and ********* until today. Since the ********* CC has been closed and I know BBB is going to judge in my favor at the end, when all is said and done and the dust settles, I am going to ask BBB to please have NU Car Rental send me a check for the amount of $377.38 and we all may consider this matter settled. It's a matter of principle, of companies like NU car rental and Citibank. Truly worldwide companies that need not engage in this type of fraudulent activity. Furthermore, as a consumer, I need to stand up for what is a healthy and fair consumer practice and to protect my rights as a consumer. I want only what is fair. Hoping that both Citibank and NU car rental receive a negative standing on this website. Thank you in advance for your attention and efforts. Truly grateful. Sincerely,****************************************
Business Response
Date: 12/24/2022
We do apologize for the inconvenience.

As for the extra charges, we'll need to coordinate with our *** Affiliate to verify this information. In the meantime, are you able to provide us with the following?

1. Signed Rental Agreement
2. Final Contract
Customer Answer
Date: 12/27/2022
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:12/15/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/2/2022 I made a reservation f to rent a car from Nu Car. My reservation was supposed to cost $36.26. Then I was charged $52.66 after fees. When I was at their ********* Airport location, I was very distressed because my personal car had broken down. I was sad and little frantic with dealing with a clerk names ******. ******, using sneaky tactics 'TOLD ME' to sign several lines. From they way she told me to, I assumed I was required to sign. The whole she lied, took advantage of my saddened state and ended up paying an additional $38.48 in fees (MOST OF WHICH WOULD HAVE BEEN COVERED BY MY INSURANCE).GLASS AND TIRE PROTECTION **** LOSS DAMAGE WAIVER (LDW) ***** GOVT SERVICES FEE **** ***** CTY FEE **** SALES TAX **** So all and all I ended up paying $91.14. I was tricked, lied to and lead on. How can national companies operate under this way? Tricking their customers into coverage they don't need. ****** should have gone through each line item with me and told me how much each item would cost - total transparency. This isn't ok. I've written the company and have left a review but no one from the company has contacted me.
Business Response
Date: 12/26/2022
We do apologize for the inconvenience.

Please be advised that we'll need to coordinate with our ********* Affiliate to provide us with the Signed Rental Agreement. If you can also provide it as well, it would greatly be appreciated.
Customer Answer
Date: 12/27/2022
Complaint: 18576053

I am rejecting this response because: This isn't a response, it's a request for a document. The company can't get a copy of this document without my help? Just spent another hour of my life on the phone to get this for them. This document is going to show the signatures for the fee's that I am trying to get refunded for. Again, when I was at NU Car in person in *********, the agent ****** told me to sign this document without explaining that each signature was an additional fee or coverage I did not need. There was no transparency and she not not once ask if I had coverage already through my own insurance. I feel so scammed, I was literally in tears when picking up my rental and she took full advantage of me. A company that does not believe in transparency when it comes to a customer spending money is not a company I want to do business with. I insist that they admit wrong doing and refund me the fee's I was tricked into signing up for under distress.

Regards,

*************************
Business Response
Date: 01/11/2023
We understand your frustration.

However, according to **** at ********* Office, you did agree to the add on of the coverage upon pick up. The agent held ***** for the coverage and a ****** deposit. You have to approve the amount for the add ons as well as the deposit. You will then initials 8 times for the add ons you are agreeing to and declining. The computer is turned to you and were asked to read and initial each coverage followed by a full signature that they understood the rental agreement as well as they are aware of the total charges which appears on their signed rental agreement.

We do apologize but the charges will stand.
Customer Answer
Date: 01/11/2023
Complaint: 18576053

I am rejecting this response because: As stated 100 times, the woman who checked me out TOLD ME TO SIGN! She did not say, "each of these things you are signing is additional coverages that will cost you extra money and you may not need them if you have car insurance". There was no transparency! She instructed me to sign each line. I did what I was told, I was not told it was optional, I was not told it would cost me extra money. I don't care what your policies are, your clerks are coached to steal through bait and switch tactics. If I was given the option to not let you steal my money I would have said no. Your clerk knew she was tricking me out of my money. Your whole company is built on deceit. Read your reviews. You had an opportunity to make things right with a customer who is telling you they feel scammed. I hope my money tastes good in your mouth. I can't wait for a class action law suit. Your company ***** so bad. I can't believe how sketchy you are. I will keep fighting this.

Regards,

*************************
Initial Complaint
Date:12/14/2022
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.
We recently rented a car with this company at their ****** location and have been wrongly charged $276.65. Weve never used this company before, and since we are young I believe we were taken advantage of. The woman there, *****, did not mention what I was putting my signature on. She made it seem as though I was just signing an acknowledgment agreement. The only thing I verbally agreed to, was the toll coverage. Which she lied to us about as well, saying there are tolls all around ****** and even one when leaving the rental place. Come to find out, all the tolls were waived, which Im sure ***** knew about. The customer service manager, ****, keeps bringing up that there is text besides the signature lines that we should have read but when youre under the impression that youre just signing to agree that you will be liable for damages, you ************. Which is exactly what ***** did to us. Had I known I was signing to agree to additional charges I would have never left my signature there. But I didnt know, because ***** failed to mention any of that to us. The customer service manager, ****, also keeps bringing up the highlighted charges on our receipt. Again, we were under the impression that ***** was highlighting our pre-paid charges broken down, not that these were additional charges. Ive attached a photo. Upon checking reviews on ******* weve seen that we are not the only people that this has unfortunately happened to. Ive attached photos of some of those as well. We understand that since we signed the form we agreed to the extra charges. But we had no knowledge of these charges, so we had no idea we were agreeing to them specifically. If the rental was brought back damaged I would understand why we wouldnt get our money back, but it was brought back in the same condition that we received it and we are just asking for a refund on those additional charges, the $276.65, that we were unaware about.
Business Response
Date: 12/24/2022
Thank you for bringing this to our attention.

However, it was clearly shown on the Signed Rental Agreement that you signed up for the following charges:

1. Toll
2. Roadside
3. LDW
4. Glass/Tire
5. Fuel

With this, the charges will stand.
Customer Answer
Date: 12/28/2022
Complaint: 18572521

I am rejecting this response because:
Yes, my signature is signed for those certain add-ons, but if my response was fully read you would have seen that I was not aware of those charges. The only charge I was aware of was the Toll fee. I dont accept this response from your company and I would appreciate if it were looked further into.

Regards,

Cinque ******
Business Response
Date: 01/16/2023
We will further investigate this issue now with our ****** Affiliate. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
Customer Answer
Date: 01/16/2023
Complaint: 18572521

I am rejecting this response because: I appreciate the update and will be awaiting a response.

Regards,

Cinque ******
Business Response
Date: 02/13/2023
Please see below the response from our ****** ***********************identifyelement="487" style="box-sizing: border-box;">
I hope you are doing well today. I am deeply sorry *************** experience and can understand their frustration, however They are intialing 8 individual items that the renter has full access to read before they sign and at anytime the renter could of asked about the charges that they agreed to pay upon pick up they are also given their signed rental agreement that shows the coverage on there with a breakdown of the charges. I will forward this to the manager so he is aware of the renters experience.

We do apologize but the charges will stand.
Customer Answer
Date: 02/13/2023
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,

Cinque ******
Initial Complaint
Date:12/13/2022
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 via Expedia from this company. Here are the confirmation numbers:6670140644nu (van) AND **********nu (***).First, when I arrived 2 pickup these 2 vehicles, there was a very long line and wait to do so. Second, while the gentleman waiting on me started out being very polite and attentive, he soon became too distracted to help me or ease my concerns. Lastly, and I tried to address this before leaving, I was charged WAY more than I was ever led to believe considering I was led to believe I had already paid the base rental fee prior to arrival but was charged AGAIN the daily rental fee and taxes on each. In addition, my card(s) were charged an unexpected refundable deposit of $300 per vehicle (no where does it mention this) AND these unexplained fees on BOTH vehicles:Rate ****** (***) and ****** (Van)Glass and Tire Protection ***** each vehicle Loss Damage Waiver ***** each vehicle AP Surcharge ***** each vehicle AP Surcharge (#2) ***** on *** and ***** on Van ****** Surcharge **** each vehicle Vehicle License Fee ***** each vehicle Additional driver ***** on *** which was NEVER mentioned Which led to higher sales tax fees on each vehicle The ONLY items I should have been charged with appropriate tax fees maybe were: Child seat ***** (van) and ************ on each of *****. My original booking/payment receipt CLEARLY states the total price includes ALL mandatory taxes AND fees which in my view means the $342.21 I paid for the *** and the ****** for the van is ALL I should have ever been charged other than the car seat and tolls.I wanted a clear explanation on this AND where does it say ANY of these charges will be added on arrival?I have reached out to Nu Car rentals help email (which if you call their numbers they say to leave a message or email) at least 3 times and left just as many voice mails.
Business Response
Date: 01/09/2023
We do apologize for the inconvenience.

However, based on the rental documents you provided with Ticket 604569, you agreed to purchase the Loss Damage Waiver and Glass/Tire Protection. We do apologize but the charges will stand.

If you want to make an appeal, you can send an email to the ****** Office at **************************. They are the ones who charged these additional fees.
Customer Answer
Date: 01/10/2023
Complaint: 18566713

I am rejecting this response because: the documents were only signed because (1) they were extremely busy; (2) we had just a long flight from VA; (3) the person waiting on ** was ******* me through as it was close to his lunch AND some big boss entered that he was more interested in; and (4) when I addressed the additional charges and specifically told him I did NOT want any extra insurance as I had my own, he told us there wasn't anything different and I was not getting recharged (even though I insisted I was) and again, was ******* me thru to sign. Bottom line, customer service in the ************** location was rude and horrible and making it difficult to resolve concerns but certainly willing to push customers through as long as documents are initialed tricking those customers into unwanted/unnecessary charges. Just read other reviews and you will see there is a habit of this same type of allegation (aka I am not the first and if something isn't done, will not be the last).

Regards,

*********************
Customer Answer
Date: 01/27/2023
Better Business Bureau:

I FINALLY received from Nu Car Rental the email information for their ****** location and emailed them directly. They took care of me satisfactorily within just a day or two. I feel like they DID refund me what I was due. Thank you for your help as now, I am satisfied

Regards,

*********************
Initial Complaint
Date:12/08/2022
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 booked a rental over the phone on 12/2/2022 to pick up my rental car on 12/3/2022 at 8:00 am at Nu Car rental in *********. I arrived a little before 8:00 am and I told the clerk ************** would be returning the rental car at 10:00 pm on Sunday 12/4/2022. She assured me that they would be closed but I can still drop the car off and their would be no extra cost. I arrived at the location at approximately 9:27 pm 12/4/2022 and dropped the rental off 30 mins earlier than what I had originally said. The next morning I noticed they had charged me an additional $309 on top of the 479 (300 deposit and 179 for rental) original rental agreement. This company is refusing to even refund me my original ******************************************************************************************************************** dropping the car off after hours and that if they found error on her end I would get my money back! They claim the reviewed audio and they didnt find any error on their end and that they would continue with keeping my money. I also asked them would they provide me with the audio and the agent *********************** up in my face. Several times I asked to speak to management and was told the manager wouldnt take my call. Very rude and the company is clearly running a scheme on their customers.
Business Response
Date: 12/18/2022
We do apologize for the inconvenience.

Please be advised that we will forward your concern to our ********* Affiliate since this was directly booked and charged at the counter. Should you need further assistance, you can email their ************************ at *************************************************.
Customer Answer
Date: 12/20/2022
Complaint: 18542199

I am rejecting this response because:I have already contacted the location in ********* several times and they will not give me my money back!! Its very sad that this company is taking from customers! Civil suit is in the future for this company! I will be contacting a lawyer because its not just about my money but the many other customers that this has been done to!! You all give customers the run around and asking me to reach out to the ********* location and I already have thats why Im at this point now! It was not resolved and they are not trying to resolve it! Your corporate office, if you have one should be handling this matter and looking into it.

Regards,

*************************
Business Response
Date: 01/01/2023
We do apologize for the confusion. However, NU Car Rentals provides a car rental affiliate reservation system and acts as an agent for the convenience of you the customer, and the locally owned and operated car rental firm.

We can only accommodate the customer's complaints and concerns if you booked directly through our website and our **************** Otherwise, please contact our Supplier since you rented directly with them.

Initial Complaint

Date:12/05/2022

Type:Billing Issues

Status:

Answered

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 made a car rental reservation on 7/28/22 directly with NU CAR RENTALS. Please see the attached copy of my reservation that shows the full amount plus all the applicable TAXES and FEES. During the checkout at their office in ***, ** on 9/17 /22 an associate named ******* asked if I wanted to add some kind of coverage I said I didnt want it because my CC had car rental coverage. She then said that most credit card companies dont provide that but I was on vacation I didnt want to spend any more time in the office trying to figure that out so I asked how much it was gonna cost for the duration of the trip. Her response was about $100 . So for that money I said lets do it. I also prepaid for a full tank of gas. When she brought the contract(see the attached contract) I Inquired about the estimated charges and why it was over $1000 since I already paid $471 back in July when made a reservation. She said dont worry about it. Its a temporary charge. Youre gonna get it back when you return the car.Before I signed the contract I said So my total is going to be $100 plus a tank full of gas for this? she said yes. The extra charge was $595.46 (see the agreement) This charge for some reason also included some of the taxes and fees that had already been paid during the initial reservation.Not only that they scammed me double charged me for all those fees that ive already paid but the associate talked me into buying additional coverage and overcharging me big time. Once again before anything was signed I checked with her and she said I was gonna be charged $100 for the coverage plus whatever it is for the full tank of gas. The only extra on top of what I initially paid shouldve been roughly $178.44 for the coverage and gas.I demand my $417 to be refunded to **** have been trying to resolve this by myself but couldnt get in contact with this company theyre phone line is unavailable. Theyre business practices are deceitful and unfair to customers.

Business Response

Date: 12/08/2022

We do apologize for the inconvenience.

Please be advised that we'll need to coordinate with our *** Affiliate about the charges. In the meantime, are you able to provide us with the following?

1. Signed rental Agreement
2. Final Contract

Customer Answer

Date: 12/10/2022

Complaint: 18520746

Please see the attached signed rental agreeement and the invoice for an additional ****** that i was charged on top of the original ****** that I paid when made the reservation.

Regards,

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

Business Response

Date: 12/20/2022

Based on the Signed Rental Agreement, you agreed to purchase the following:

1. PRE-PAID FUEL
2. LOSS DAMAGE WAIVER
3. ROADSIDE ASSISTANCE

We do apologize but the charges will stand.

Customer Answer

Date: 12/20/2022

Complaint: 18520746

I am rejecting this response because: I dont believe you understand what the problem was. Please refer to my initial message. I am not disputing the fuel charge - I didnt say anything about this charge. I mentioned that I was charged extra taxes and fees. That you didn't explain to me. I paid those when i made the reservation. Then during the checkout in the office more fees and taxes were applied (some of them looked identical to what was already paid for). Your company uses dishonest and deceitful practices. The employee tells me it's going to cost $100 for coverage. But after all it's over $300. When i asked her why my estimated payment looked more than i expected her reply was "it's temporary, you'll get it back" so maybe you should train your employees better so they dont provide wrong information that forces people to report to BBB.

I paid the following fees and taxes when i made my reservation.

VLF ***	12.00
ERF ***	4.80
A/P Operator Fee ***	40.00
A/P Concession Fee ***	36.62
Tourism ***	38.27
Rental Tax * 30.62 Then I was charged this (you can see the $ amount in my contract) SALES TAX ** TOURISM TAX CONCESSION VEHICLE LICENSE ENERGY RECOVERY AIRPORT OPERATOR What are those fees? Clearly some of them were applied twice. What is airport operator? You offer Free shuttle but then include it in the FEES/Taxes section? how is that not dishonest?

Regards,

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

Customer Answer

Date: 12/21/2022

Complaint: 18520746

I am rejecting this response because:I am rejecting this response because: I dont believe you understand what the problem was. Please refer to my initial message. I am not disputing the fuel charge - I didnt say anything about this charge. I mentioned that I was charged extra taxes and fees. That you didn't explain to me. I paid those when i made the reservation. Then during the checkout in the office more fees and taxes were applied (some of them looked identical to what was already paid for). Your company uses dishonest and deceitful practices. The employee tells me it's going to cost $100 for coverage. But after all it's over $300. When i asked her why my estimated payment looked more than i expected her reply was "it's temporary, you'll get it back" so maybe you should train your employees better so they dont provide wrong information that forces people to report to BBB.
I paid the following fees and taxes when i made my reservation.
VLF ***

12.00

ERF ***

4.80

A/P Operator Fee ***

40.00

A/P Concession Fee ***

36.62

Tourism ***

38.27

Rental Tax *** 30.62

Then I was charged this (you can see the $ amount in my contract)

SALES TAX

**** TOURISM TAX

CONCESSION

VEHICLE LICENSE

ENERGY RECOVERY

AIRPORT OPERATOR

What are those fees? Clearly some of them were applied twice. What is airport operator? You offer Free shuttle but then include it in the FEES/Taxes section? how is that not dishonest?

Regards,

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

Business Response

Date: 01/05/2023

We are still waiting for the response of our *** Affiliate. But know that when you purchase an add-on at the counter, taxes, and fees are not yet excluded.

Initial Complaint
Date:11/28/2022
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 used ************* company at ************** location for a period of 10/18/22 - 10/22/22 during which on 10/22/2022 I had a toll fee in ****** at 3 locations totaling amount of $ **** and the nu car rental company at the back end after a week charged $9**** explain as a service / admin fee for violations. It is not a violation of any law. There was no Toll booth on that express way where I could pay the fees in person and they care company was charging 12 dollars per day as a pre paid toll charge which I refused to pay in advance as I know that the areas that I am travelling has no toll roads that would cost me $12 per day and to my judgement I was right when they send me the toll collection receipt. They false represented and tried to upcharge me in advance which I declined to buy the prepaid toll fees. I have requested on multiple attempts that the charges are fraudulent, to collect toll fee in the name of violations. Kindly help me.
Business Response
Date: 12/07/2022
We do apologize for the inconvenience.

Please be advised that we'll need to coordinate with our ****** Affiliate regarding the toll charges. In the meantime, are you able to provide us with the following?

1. Signed Rental Agreement
2. Final Contract
Customer Answer
Date: 12/07/2022
Complaint: 18461632

I am rejecting this response because:
I don't have it they never gave me the final print out.
My card was charge like after 3-4 weeks of the rental agreement. The Nu car rental should have it on file.

Regards,

*****************
Business Response
Date: 12/17/2022
Thank you for providing us with a copy of the toll charges.

Indeed, we see that you declined to prepay the tolls. However, based on the Signed Rental Agreement page # 2 (#4.Responsibility for Damage or Loss; Reporting to Police; Responsibility for Tolls and Parking Violations), If you elect not to purchase ** and you drive through an Express Lane, you will pay us $30.00 plus the applicable toll fee for each time you drive through an Express Lane during your rental.

The charges will stand since our ****** Affiliate was able to provide proof of the toll.

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