Complaints

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

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• 

  Nü Car Rentals

  20307 Terrabianca San Antonio, TX 78258-3144

• 

  NU Car Rentals

  7230 Gilespie St Las Vegas, NV 89119-4211

• 

  Nü Car Rentals

  19821 International Blvd Seattle, WA 98188

• 

  Nü Car Rentals

  3901 Mannheim Rd Schiller Park, IL 60176

• 

  Reservation Affiliates, LLC

  6772 Ave Isla Verde Carolina, PR 00979

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:08/23/2022

  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.

  Date-07/07/2022 Time- 12pm Pst Location- *********************************************************** Itinerary# ************** Escalation# ********* (07/12/2022)Escalation# ********* (07/20/2022)Escalation# ********* (08/08/2022)Escalation# ********* (08/09/2022)Escalation# ****** (08/14/2022)Escalation# ****** (08/18/2022 Paid ****** via Expedia.com but was charged ****** at Nu Car Rentals office, a difference of ****** Was guaranteed a Dodge Durango for pick up from 10:30a-12:30p. Upon arrival at approximately 12pm, the front desk representative informed us that he had given our reserved vehicle to another customer which forced us to have to purchase an upgraded vehicle out of desperation, as we were provide no alternative options. Their decision to give the vehicle to another customer was made prior to our guaranteed 2 hour window. Nu Car Rental is using our signed agreements time stamp of 1p as cover for the mistake that was made and completely ignoring the ***** minute escalation that took place in the office. The other family was already loading up the Dodge Durango while our escalation was taking place which is indicative that the decision to give them our vehicle was made prior to our cut off time. I am confident that once a thorough investigation is conducted, you will see their agreement is within minutes of ours which is sufficient proof that they had already given the vehicle away prior to our allotted window. I have escalated the issue with Expedia and Nu Rentals customer service management since 07/12/2022 with over 15 agents over 30 days, requesting the difference of ****** to be refunded and have been reassured on multiple interactions that I would be fully compensated, only to be provided a $40.00 refund from Expedia. Nu Car Rentals have yet to provide a satisfactory resolution. Due to the exorbitant amount of time exhausted, I am seeking a full 100% refund of ****** as the service provided was less than acceptable.

  Business Response

  Date: 08/28/2022

  We do understand your frustration.
  
  
  However, since you agreed to sign the paperwork agreeing for the upgrade fee of $75, the charge will still remain. Our ********* Affiliate only holds the vehicle up to 2 hours after the scheduled arrival.
  
  
  Should you have further queries, please coordinate with our Supplier at  ************** through sending them a text message.

  Customer Answer

  Date: 08/29/2022

  Complaint: 17746042
  
  I am rejecting this response because as I clearly stated in my complaint which is deliberately being disregarded, me and my family were given no alternatives and forced into making a decision to either choose to upgrade the vehicle or leave your office. Being that we had 2 small children, ages six and four, our elderly grandparents as well as being in a city that was not our hometown, we had to choose between making our experience even more stressful and frustrating or move forward and hope that the business would have some level of integrity and morals and do the right thing and refund us for the service that was not provided. Your staff members keep hiding behind the time stamp of the newly signed invoice as way of claiming no fault. However, the signing of the new agreement is forty five minutes after the issue occurred. After an in store escalation in which the front desk representative treated us with no empathy or understanding, we then were left with a decision to upgrade the vehicle or wander around ********* with luggage and my family in hopes of finding transportation.   Our vehicle was given away PRIOR to the guaranteed two hour window which is the basis for my complaint.  This fact is what is being intentionally ignored. Of course the timestamp was placed thirty minutes after the two hours.  This is because of the time exhausted arguing with your sales representative. We reserved our vehicle on May 7th 2022. Your advertising on your website a service and guaranteeing this service to your customers without any intention of providing this service. You are using a sales tactic that places customers in desperate situations and failing to provide an adequate and fair solution. Your sales representatives are able to create the issue by running out the clock and ensuring the new agreement is signed after the two hour guarantee to falsely make it appear to be within your guidelines and become the customers fault. There are predatory laws that preclude large companies from falsely advertising a service and taking advantage of consumers in this manner.  After reading the litany of negative reviews, I am without a doubt certain that this is a reoccurring issue for your company.  I am bringing this issue to your attention in hopes that you will do the right thing and resolve my issue fairly and prevent this from happening to other customers in the future, as any honest business should.  If you choose to once again disregard my concerns, Im going to be forced rob use other resources and costs your organization much more that the $250 that you wrongfully stole from me and my family. Again, please understand that the timestamp for the new agreement is not when the vehicle was given away. Please listen to your customer and do the right thing. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/04/2022

  To escalate further your concern, *** we have a copy of your boarding pass that shows that date or time for further assistance? You can also provide us with a copy of your flight ticket with the date/time.

• Initial Complaint

  Date:08/15/2022

  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.

  I was charged $830 for supposed damage I did to a rental car that I most definitely did not do. The review time for the vehicles shows it was 2 hours after I dropped off the vehicle, plenty of time for them to have damaged the vehicle themselves and blamed it on me. These people are scam artists!

  Business Response

  Date: 08/20/2022

  We do apologize for the inconvenience.
  
  
  As for your concern, *** we have the following so we can check the rental charges?
  
  
  1. Signed Rental Agreement
  2. Final Rental Agreement
  3. Confirmation # ending in NU

  Customer Answer

  Date: 08/23/2022

  Complaint: 17707726
  
  I am rejecting this response because resolution has not been found as of yet. Please see attached requested information. As noted in my complain, the time listed of the damage assessment and the time I dropped off the vehicle are two hours apart. I was not asked to sign a damage report, and when I asked upon drop-off if there were any outstanding charges I was explicitly told there were not. If damage occurred to the vehicle, it had to be within the two unaccounted for hours. See attached for rental agreement and below for confirmation number and HotWire number, through which this reservation was reserved. 

   

  Hotwire itinerary # **********
  
  NU Car Rentals confirmation # **********NU
  
  NU Car Rentals Phone # ************

   

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

  Business Response

  Date: 08/29/2022

  We do apologize for the inconvenience.
  
  
  Please be advised that we will ask our ***** Supplier to provide us with a copy of the Final Rental Agreement. Thank you for bringing this to our attention.

  Customer Answer

  Date: 09/01/2022

  Complaint: 17707726
  
  I am rejecting this response because no resolution has been offered as of yet.
  
  Regards,
  
  *********************

  Business Response

  Date: 09/05/2022

  We do apologize for the inconvenience. 
  
  
  Please be advised that we spoke with ******* at the rental location on 08/29/22. She said that your issue will be escalated to her Manager. We will send them a follow-up email today.

  Customer Answer

  Date: 09/06/2022

  Complaint: 17707726
  
  I am rejecting this response because:complain has not yet been addressed. 
  
  Regards,
  
  *********************

  Business Response

  Date: 09/10/2022

  Please see below the response of our ***** Affiliate. Supporting documents were provided. 
  
  
  
  
  Dear ***************************identifyelement="434" style="box-sizing: border-box;">
  Thank you for reaching us out regarding our mutual customer *********************. As previously mentioned to the customer, the vehicle was in perfect condition the day it was provided on August 4th, 2022. We have sent her the condition report at the time of the vehicle pick-up as reference. In addition, the vehicle was not rented for the day due to the headlight being damaged, it had to be taken to a BodyShop for a replacement and we have sent her the invoice of repair made by a professional, which reflects: the cost for the headlight, assembly and labor.
  
  For further reference,  we are attaching a picture of the vehicle dashboard that shows the time and the miles consumed during our rental period which matches the miles on our Rental Agreement. This means that the vehicle was not moved nor rented after her return date and time. 
  
  
   We recommended her filing a claim directly with her insurance provider since she was responsible for the vehicle damages by declining our Collision *********************************identifyelement="443" style="box-sizing: border-box;">
  With that being said, we understand her concern and we apologize for any inconvenience the time frame reflects. However, according to our signed Rental Agreement, she agreed to the following:
  
  
  Paragraph 4 of our Terms and Conditions: "Responsibility for Damage or Loss; Reporting to police. You are responsible for loss or theft of, and for all damage to the Vehicle caused by collision, weather, road conditions and acts of nature, even if you are not at fault. It is your responsibility to inspect the Vehicle for existing damages before leaving our facilities. You are responsible for the cost of repair, or the actual cash retail value of the Vehicle on the date of the loss if the Vehicle is not repairable or if we elect not to repair the Vehicle. If the Vehicle suffers damages during your rental period, whether you are at fault or not, and you refuse to comply with your responsibility for damage we may repossess the Vehicle without substitution of it. You are also responsible for Loss of Use of the Vehicle, Diminished Value of the Vehicle caused by damage to it or repair of it, missing equipment, and a reasonable charge to cover our administrative expenses connected with any damage claim, even if you are not at fault. You must report all accidents or incidents of theft and vandalism to us and the police (911) as soon as you discover them. Police report must be filed at the scene of the accident for any claims, if you do not provide this documentation insurance will not cover for the damages of the vehicle. We also recommend taking pictures, videos or any documentation that you can get."
  
  
  Since the left front headlight was in perfect condition during her pick up, she was responsible for the damage and any amount related to its repairs. In this case, she is legally responsible for this expense since she has declined our CDW. Also, we have her pre-authorization / security deposit to cover any amount owe by her, in this case it was the cost of repair, since she agreed to it during pick up time accepting and signing the following paragraph of our terms and conditions:
  
  
  Paragraph 11. "Security Deposit. Deposit is a security sum of money, to be blocked on / taken from your credit card at pick-up. If there are no damages to the car, at the time of the drop off your deposit is released to the same credit card. Please be informed that it can take up to 20 business days to have this amount back in your account depending on your bank. We may use your deposit to pay any amount owed to us under this agreement."
  
  
  Below, we have provided all documentation that shows the damage to the headlight occurred during her rental agreement with us. 
  
  
  Best regards, 
  
  
  Team ********************
  3947 **********
  
  ***** **, *****

  Customer Answer

  Date: 09/13/2022

  Complaint: 17707726
  
  I am rejecting this response because: I have no proof that the vehicle was not damaged on their property after I left the facility. It could have easily been damaged after I left, and no one reviewed the vehicle for damaged while I was there, nor did I sign off that I saw and acknowledged the damage. Leaving the car, it was in a small cramped warehouse area, a type of place damage could easily happen. I maintain that there was no damage to the vehicle upon leaving the car there, and any damage that occurred was between he one I dropped of the vehicle and the two hours before they documented reviewing the car. I have yet to be shown proof, other than mileage, that this vehicle was damaged before it was returned and maintain that the vehicle had to have been damaged on their premise after drop off, as I only drove this car to family homes and at no point parked near anything that could have caused this damage. Further, I inspected the car myself before drop off and there was no damage. I believe something happened at their location or after drop off when moving this vehicle to their car lot (as cars are not kept at their pickup facility). 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/11/2022

  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.

  Absolutely horrific experience. I rented through Hotwire - wanted a cheap car just for a day to pick up my brother from airport otherwise we just would have used Uber. The trouble started before I even got to the rental place. I called because no one was showing up at shuttle pick up, t *** checked my reservation and says oh just for a day when did you book? I said this morning. He replies well we dont have that car for you. I say well are you going to give me a car and he says Im not going to put you in a Durango for 30us (my total reservation cost was 60us). He said you can go on waitlist or Ill refund your money. So I say I see why you guys have such bad reviews, guess Ill add another one to it. 5 min later he calls back and says oh youre only for a day, I can get you a car. Things went downhill From there when I got to the counter and t *** insisted I needed us insurance (Im cdn) or had to pay for extra insurance (even though I have coverage for rental cars through icbc and ***** I admittedly lost my temper at this point but ultimately said Id pay their extra insurance cost (even though not needed) and would complain later but then he refused to rent to me. So I ended up paying 60 us for nothing but two hours of hassle. ******* refused to refund money because it was already paid to nu and they wouldnt give it back. Disgusting scam. Will only ever use mainline rental companies again.

  Business Response

  Date: 08/16/2022

  We do apologize for the inconvenience.

  As for your concern, *** we please have the following so we can pull up the right account?

  1. Confirmation # ending in NU

  2. Pickup date/time

  3. Rental facility or destination airport

  Customer Answer

  Date: 08/18/2022

  Complaint: 17688555
  

  This is the information requested:

  NU Car Rentals confirmation 6540113023NU
  
  
  Pick-up
  
  Aug 7, 2022
  
  1:00PM Drop-off
  
  Aug 8, 2022
  
  1:00PM
  
  NU Car Rentals
  ********* Intl., ***
  2263 ***********
  Fast Track Rac Nu Car Rentals
  *********, **
  92101

   

   

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

  Business Response

  Date: 08/23/2022

  We are sorry to hear you are unable to rent the car.
  
  Indeed, we can see that your reservation was booked via Hotwire. To avoid any inconvenience, we will coordinate with our Travel Partner so they can provide you with options on how to get your funds back.

  Customer Answer

  Date: 08/23/2022

  Complaint: 17688555
  
  I am rejecting this response because:  I require confirmation do refund before this is resolved.  Hotwire has not contacted me.  I would request that the individual provide a name and number that I can provide to Hotwire to confirm refund has been authorized.  Or they should immediately call Hotwire and reference case id *******,.

  Thanj you for your efforts 

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

  Business Response

  Date: 08/29/2022

  Please be advised that we won't give authorization to Hotwire for the refund. We will only inform them to give you options on how to get your funds back based on their company's policy. 
  
  
  Please be advised that a follow-up has been sent to your booking Source. Rest assured that we already informed them the booking was not utilized.
  
  
  You can inform Hotwire to contact me directly. My name is ******, the Supervisor of NU Car Rentals *****************

• Initial Complaint

  Date:08/11/2022

  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.

  We booked a Dodge Durango through Nu Car Rentals at the ************** using **************** Travel. My **************** Travel confirmation # is 4682-2550 which was originally for 7 days: 7/14/22 - 7/21/22. On Amex our daily rate was $74.14/day, totaling $748.78 including taxes and fees. Nothing was due at the time of booking. When we arrived at Nu, we were asked to sign a rental agreement #DEN-60084. We were not given any details about each of the charges and was just told in order to complete the transaction to "initial here". Upon doing so, our total increased to $1.107.48 including their undisclosed add-ons.Also, we were told there would be a $300 deposit which we would get back if there were no damages to the car, this brought the "authorized amount" on the rental agreement to $1,407.48. We did not damage the car and returned it in the same condition and have not received the deposit back. As you can see on the Rental Agreement, there is no indication that a deposit was paid, just what the "estimated charges" was and the authorized amount. Halfway through our rental we extended our rental days to 3 additional days, equaling 10 days from 7/14-7/24/2022. We were charged an additional $332.85 upon dropping the car off on the 10th day. Things brings our entire total to Nu Car at $1,740.33. Outrageous. My question is why book through Amex if they are not going to honor that rate? Somehow our rates changed on the last invoice and the numbers don't add up. Their invoices are not clear, and receipts are just a a copy of the credit card transaction. I spoke with customer service and they are rude and unhelpful. They do not want to resolve any issue, as they do not see any issue. They said it's my fault I should have fully read the rental agreement. My desired resolution to this headache is a refund of my deposit and to honor the rate at which I booked under. The receipt for drop off should be -$300 for deposit.

  Business Response

  Date: 08/15/2022

  As for your concern, please be advised that our ****** Facility has given you the original rate per day of $74.14 for the extension. However, this is only a base rate. This does not include the taxes and fees yet.
  
  Moreover, we see that the car was picked up on 07/14/2022 at 08:18 AM and it was dropped off on 07/24/2022 at 05:25 PM. Please be advised that the rental is based on a 24-hour grace ******* Thus, they charged you for 4 days of extension.
  
  
  On the other hand, you were charged for extra charges including Glass and Tire Protection, Loss Damage Waiver and the Toll.

  Customer Answer

  Date: 08/18/2022

  Complaint: 17672345
  
  I am rejecting this response because: this does not address our complaint about not receiving our $300 deposit back. We were told by the ****** agent ******************* that we would be paying a $300 deposit but that we would receive that back upon drop off. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/25/2022

  May we have a copy of your billing statement that shows the security deposit of $300 is still pending?

  Customer Answer

  Date: 08/26/2022

  Complaint: 17672345
  
  I am rejecting this response because:

  The deposit is not pending. We were charged $1407 and it should have been $1107. The charge was pending $1407 when we booked the car with the deposit, and then should have posted at $1107 but did not. As you can see on the first attached page, we never received a credit of $300 back into our account after drop off. On the third page the only other activity was the charge for the additional days. 
  

  Please reference the Rental Agreement showing the amount of $1107 and $1407. 

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

  Business Response

  Date: 09/05/2022

  Indeed, upon arrival, the total estimated amount was $1,107.48  and $300 security deposit. 
  
  
  However, since you extended the rental for 4 days, the add-ons (Glass and Tire Protection, Loss Damage Waiver, ************, and Additional Driver) were charged for additional 4 days too. 
  
  
  Thus, the total rental amount became $1,740.33. Since you already paid $1,407.48 (including the security deposit), the location charged you the difference of $332.85 only on 07/24/22.
  

• Initial Complaint

  Date:08/05/2022

  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.

  I got a winning bid from Hotwire.com to rent a car for 8 days from ************************************ from NU ****************** in June 2022. The price was about ****** for unlimited mileage. When I went to NU Car rental to pick up my car the woman named ***** told me the car I got from Hotwire is for driving in the ************* and not for driving to ************************* and also told me the economy car that I originally ordered can not be driven to *********** park because the engine is too weak to go higher attitude. She advised me I had to upgrade to SUV and extra fee for driving to ******* where YSP located. I protested that idea but she told me I had no choice. Because my sole purpose renting the car is driving to visit YSP so reluctantly agreed but she asked me if I wanted collision waver for car I said no to her because I do have my own car insurance and my credit card will cover collision. She said ok that I dont need it. Then she just asked me to put my initials on her computer without explaining what was on each line. After all that signing I was given a car with check engine red light flashing on the dashboard so I went back to get a different car and left. After 5 days of driving I returned the car 3 days earlier and I got the invoice back I was charged for collision coverage even though I told ***** I did not want it. At the end of the rental period I was charged more than 420 dollars on top of my Hotwire price of 430 dollars I already had paid. She .told me she would refund me the amount of ****** after I complained to her. IIt has been more than one month since then I still do not get my refund back even after several emails and phone calls to the office and the main office.

  Business Response

  Date: 08/09/2022

  Based on our SLC Affiliate, they are unable to provide you with a refund for the upgrade fee. It shows on the signed Rental Agreement that you've agreed to purchase both the Loss Damage Waiver and the upgrade fees.
  
  
  As for the unused days, may we know the reason for returning the car early so we can ask for advice from our Support Team?

• Initial Complaint

  Date:08/01/2022

  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 rented a car from the ******, **, location from 7/17/22- 7/23/22. At the location, I added an additional day since my booking online accidentally deducted a day. In addition, I added pre-paid tolls for $11.OO a day. See confirmation information below:07/23/2022 05:16:24Amount:$187.13 (total charged for an extra day and pre-paid tolls)Invoice No.:DEN-60939I wrote customer service via email entitled "#****** Incorrect Toll Charges," including a receipt of total charges mentioning verbatim, "I received my receipt for my car rental. I have attached it to this email. I received a total toll charge of $71.94. However, I opted to pre-pay $11.00 a day for a toll pass to include all tolls and was told to breeze through them there would be no issue. I would appreciate it if you could please adjust this."The agent ****** said, "As per your final rental invoice you provided. You did not add any prepaid tolls. May we know where did you prepay your tolls? "Over eight days, I have replied three times, including a copy of the extra charge, asking to please correct the incorrect charges of $71.94.The ticket was left open with no response. I have attached a screenshot of the email indicating the additional day and toll charges. They did not break the changes down, yet only included it as a total fee. I am happy to provide the original receipt as well if needed.

  Business Response

  Date: 08/14/2022

  We do apologize for the inconvenience.
  
  
  Based on the file received, the following was added to your rental charges:
  
  
  1. Extra day -  $9.42
  2. ************ - $71.94
  3. UPGRADE - $60.00
  
  
  The total additional charge is $187.13 including taxes and fees.
  
  

  Customer Answer

  Date: 08/15/2022

  Complaint: ********
  
  
  I am rejecting this response because: I understand the toll charges now. however, I did not ask for nor be told I was paying for an upgrade. I was told there were no more cars that I reserved. That is not my fault and I should not have been charged for another car unless it was explicitly told to me, I would have said no. Please provide a courtesy adjustment. Thank you.
  
  
  Regards,
  
  
  *************************

  Business Response

  Date: 08/17/2022

  Please be advised that we will coordinate with our ****** Affiliate about the upgrade 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: 08/18/2022

  Complaint: ********
  
  
  I am rejecting this response because: business emailed me stating
  
  "6670123575NU
  Upgrade
  
  
  Dear ******,
  ?
  The location advised us that the car class that you have booked for was the manager's special which means whatever car is available we provide and if you do not approve you can upgrade. The manager said there will be no compensation or any refund for this reservation.
  
  Should you have any questions please refer back to this email. Thank you and have a great day.
  
  
  Sincerely,
  ME"
  
  
  My response was:
  
  As mentioned I approved the car, the only option provided, and did not say yes to an upgrade.
  
  I don't think we will do business again.
  
  ******
  
  This is unsatisfactory, very shady, and a non-transparent way of doing business. There was no explicit response during my check-in that a car was not available and what I received was an upgrade when I didn't even mention that the automatic key for entry barely worked. I had to press it several times to enter the car and it thought I was inside without the key on many occasions. I am sure they can attest that they must have changed the key or battery by now, that alone was no upgrade.
  
  

  Business Response

  Date: 08/25/2022

  We understand your frustration. However, based on the Signed Rental Agreement, you agreed to pay the upgrade fee (upsell) of $60.00.

  Customer Answer

  Date: 08/26/2022

  Complaint: 17650890
  
  I am rejecting this response because: I do not think they understand. Based on my selection of a managers special they were to provide me a car and had plenty of cars on the lot. I was not told verbally that I was signing an upgrade agreement. I was told its standard paperwork and thought that I was signing my pre-paid rental agreement. Please refund this hidden charge. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/21/2022

  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.

  Nu Car Rentals, several weeks after my rental, charged my card an additional $38.05 with no explanation. When I called NU Car, they simply said they could not find my reservation and therefore could not help me.

  Business Response

  Date: 07/22/2022

  Please be advised that we have contacted the customer directly about this issue. Thank you for the notification!

  Customer Answer

  Date: 07/22/2022

  Complaint: 17606244
  
  I am rejecting this response because: That is a lie.  No one has contacted me.
  
  Regards,
  
  *************************

  Business Response

  Date: 07/24/2022

  Please recheck your email. We have contacted you on 07/22/22. You even gave us a response on the same day.
  
  
  We can only see an additional charge of $83.93 for the additional driver based on the Final Rental Agreement. Can we have a recent copy of your billing statement as proof?

  Customer Answer

  Date: 07/25/2022

  Complaint: 17606244
  
  I am rejecting this response because:  Attached is evidence of the charge.
  
  Regards,
  
  *************************

  Business Response

  Date: 08/03/2022

  Thank you for providing us with proof. We will be forwarding the file to our *** Affiliate for further assistance. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

  Customer Answer

  Date: 08/08/2022

  Complaint: ********
  
  
  I am rejecting this response because:they have not resolved the issue. They only state that they are passing it onto their *** affiliate.
  
  
  Regards,
  
  
  *************************

  Business Response

  Date: 08/14/2022

  May we have proof that you paid the toll online so we can forward it to our Affiliate?

  Customer Answer

  Date: 08/15/2022

  Complaint: 17606244
  
  I am rejecting this response because: Yes, just tell me where to send it.
  
  Regards,
  
  *************************

  Business Response

  Date: 08/16/2022

  You can attach it here in the Better Business Bureau platform or you can send it to ***************************** and put a subject line: Attention: ****** - 6610321142NU ANTHONY *****

  Customer Answer

  Date: 08/19/2022

  Complaint: 17606244
  
  I am rejecting this response because:  Attached is the confirmation of my direct payment.
  
  Regards,
  
  *************************

  Business Response

  Date: 08/28/2022

  Thank you for providing us with proof. This will be sent now to our *** Affiliate for further assistance. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

  Customer Answer

  Date: 08/29/2022

  Complaint: 17606244
  
  I am rejecting this response because: still waiting for word from their affiliate.
  
  Regards,
  
  *************************

  Business Response

  Date: 09/04/2022

  We do apologize however, our *** Affiliate still denied your request after we sent them the file that you paid the toll. They said that because the car is a rental, that one-time payment is invalid. That is only for cars of your own.

  Customer Answer

  Date: 09/06/2022

  Complaint: 17606244
  
  I am rejecting this response because:  That is patently untrue.  I paid the toll based on the license plate.  I will not pay again.
  
  Regards,
  
  *************************