Auto Rentals and Leasing
Nü Car RentalsThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Auto Rentals and Leasing.
This business has 1 alert
Complaints
This profile includes complaints for Nü Car Rentals's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 403 total complaints in the last 3 years.
- 123 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/03/2025
Type:Service or Repair IssuesStatus:UnansweredMore 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 purchased damage protection through *************** when I booked a Nu Car Rental online. When I picked up the rental car (on 1/23/2025), I told the woman at the Nu Rentals desk that I had purchased damage protection. She said California state law required me to have additional damage protection, and insisted that I purchase damage protection through Nu Car Rentals as well. After I arrived at where I was staying, I took a closer look at their charges (way higher than what was indicated when I booked the car) and the Rental Agreement. Additional coverage would only be required if I wasn't an insured driver. I am an insured driver (like just about everyone). All the woman at the desk had to do was ask me for proof of insurance and I would have provided it. I was charged $312 for something I did not want, something I already had, and something I didn't actually need because I had insurance. I called the Nu Car Rentals desk the same day (1/23/2025) and spoke with a different employee. I told her I didn't want Nu Rentals damage protection, and asked her to refund me. She told me to provide proof of insurance when I returned the car and that they would refund me. After returning the car (on 1/30/2025), I went to the desk, told the employee at the desk I would like to provide proof of insurance so I could get refunded. The employee said he couldn't do anything and told me to text a number with an 818 area code, and that would put me in touch with corporate. I've texted the number twice with no response. It turns out the Nu Car Rentals corporate number is actually a 210 area code. I filed a formal complaint with corporate, but they will not help me. They are saying because I didn't provide proof of insurance at the time of pick-up, my request for refund is being denied. I was never given an opportunity to provide proof of insurance at pick-up. Their staff mislead me 3 different times (deliberately?), and it has cost me $312.00.Initial Complaint
Date:03/03/2025
Type:Product IssuesStatus:UnansweredMore 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, ******* ********, wife of **** *****, booked a car through Expedia with NU Car Rental (*******)Confirmation# **********, Expedia itinerary# ************** on Dec 29/24, prepaid ****** Cdn, included all mandatory ************ as per confirmation. NU Car charged $214.47. Rental period Jan 1/25 - Jan 8/25 Picked up the car on Jan 1/25, the agent asked if we wanted just the basic or premium insurance. My husband said, "Basic, just the basic fee (meaning what was prepaid via Expedia). **** then said, "No extra costs." I said, "We don't need any insurance because we are covered through our own insurance." Then the agent told my husband where to initial that we have insurance. We believed this was for us being covered under our own insurance as per our conversation. The agent NEVER explained ANY amounts/fees or additional costs to ANY additional services.The car is returned on Jan 8/25 with a full tank of gas, I received an email for an invoice, NU Car has charged ****** credit card an additional $495.39 US ($731.75 Cdn). None of these extra charges were ever explained/mentioned or their fees/amounts. I asked for their video as our proof of us declining any extra costs. They sent us a video missing 11 seconds right where we both declined any insurance and any extra costs. The video also shows there is zero mention of these additional charges and their amounts. We spoke with *****, *********** Mgr, and was refunded the charges for fuel and additional driver (we should've never been charged) but they refused to refund the bulk of the charges. The rental manager, ****, said we agreed. The video is OUR proof that we did NOT agree since no additional services with fees were ever discussed in the video and us declining the insurance and any extra costs is in the missing 11 seconds. I have their edited video missing these 11 seconds that they sent. File is too large to attach here but will send if other way is possible.This is deliberate deception for financial gain.Initial Complaint
Date:03/01/2025
Type:Product IssuesStatus:UnansweredMore 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 recently had an extremely frustrating experience with NU Car Rentals, which involved misleading pricing, coercive sales tactics, and a complete refusal to address my concerns.When booking my rental, the quoted price was labeled as Estimated Rental Cost, making it seem like a reasonable expectation for what I would pay. However, upon arriving at the rental counterafter waiting over two hoursI was transported off-site, where I was pressured into signing additional charges that were nearly three times the original estimate. At that point, having already invested so much time and with no other transportation options, I had no real choice but to comply.After the rental, I disputed these unfair charges, but NU Car Rentals refused to offer any resolution, insisting that the charges were valid simply because I had signed. They ignored the circumstances under which I was pressured into signing and failed to acknowledge their deceptive pricing practices.I strongly advise others to avoid NU Car Rentals due to their bait-and-switch pricing, lack of transparency, and refusal to take responsibility for unfair charges.Initial Complaint
Date:02/26/2025
Type:Product IssuesStatus:UnansweredMore 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 accidentally book with these crooks. Business refused to take my debit/credit card that was offered for deposit. Car had already been paid with same card. Company stated nothing could be done without a major credit card to pay deposit. We were also told that no one else accepted bank cars either. This was proven wrong when we were forced to go to another company. When asking for return of money on rental that we didnt get, we were told we couldnt get refund because didnt have money on our card which was false. Place wouldnt budge on on any of it. They kept our money and never offered to make it right. Ran into same type of issue with them in ******* when my daughter tried to rent and when they arrived to pick it up, they tried to charge them 600 deposit which daughter didnt have. They kept her money too.Initial Complaint
Date:02/06/2025
Type:Customer Service IssuesStatus:UnansweredMore 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 vehicle last week through Priceline and I was told ******** times at the counter that I was all paid for. As they walked me through the paperwork I checked in with the guy again, confirming that my payment had already been taken care of through Priceline. He assured me it was, and that the only thing going on my card was a deposit that would be removed a few days after my return of the vehicle. I was shocked to see the pending charges were for $555 and more shocked when the final payment was $255 on top of the 170 I already paid. This is a terrible business practice.Initial Complaint
Date:01/31/2025
Type:Product IssuesStatus:UnansweredMore 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 my way traveling to my nephews memorial service, I booked a rental car thru nu car rental. And it turned out to be a nightmare. They charged me for the car, upon arrival I was asked for a $500 deposit, and return flight confirmation which I hadnt booked yet, I wanted to make sure I could help my sister properly handle all my late nephews affairs, and I explained that to them. So they canceled my reservation without penalty, or any fees. They stated my refund had to be issued by my bank. Well my bank stated they needed confirmation from the company which they refused to give me time after time, I called corporate, and they said if my bank called them theyd confirm the cancellation without penalties, well what bank it going to take time to that?? There scamming people out of there hard earned money. Even when I went back in to request a letter saying it had been canceled without penalties, they couldnt find my reservation the clerk said it had been whipped from the system, and thank God I kept my confirmation number as proof otherwise they had no record of it. I booked my reservation from 8/5/2024 to 8/11/2024.Initial Complaint
Date:01/31/2025
Type:Billing IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We rented from Jan *****, 2025. Nu Car Rentals advertised a price that I agreed to and paid in advance of us arriving. On site, they told me I would see an additional $300 for insurance.I did not need insurance and had filled out my insurance info ahead of time. He said I would still see that charge but would be refunded. I also denied Fuel. He required me to initial all places indicating, again, all charges were just a deposit and that I would be refunded when I returned the car as long as it was filled with gas and no damages. When I got to my destination I saw a charge of $702 on my credit card notification. I returned the car before they opened. I did see the refund of $300 but charged me an additional $402.99 from the agreed upon Price of $249.22 The majority being insurance or what they called a waiver. They pushed me through the document so quickly on the computer while not being fully honest as to what I was initialing. I also couldn't see the entire contract until it was later emailed to me which was frustrating to see on our trip. They failed to communicate clearly which has never happened before with any other reputable car rental business. I've been renting for over 45+ years and very disappointed in their practice.I will say the shuttle workers and those taking care of the car when picking up and dropping off outside were very nice.Initial Complaint
Date:01/27/2025
Type:Billing IssuesStatus:UnansweredMore 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 picked up the car from the PHX location on 10/6 and had it rented until 10/21. I originally reserved this vehiclefrom Cheap Tickets and paid$662.21. I reserved a******* Accent or similar Compact car. When I got to the rental car office for NU Car - I felt very pressured to hurry up and get the paperwork signed and get out of there. The rental agent kept telling me that I had a Mini ****** Electric Vehicle rented. There was also mention of having to rent equipment to charge the car. I DID NOT reserve an electric car. The sales agent was persistent in telling me that I had an electric mini ****** rented. The sales agent mentioned I could upgrade to a gas vehicle and he had a ***** Malibu that I would probably love. He kept mentioning that the cost would only be about $100.00 per week. He never mentioned that the $100.00 per week was IN ADDITION to the $662.21 that I had already paid for a gasoline powered car. I was thinking that he meant the price for the upgraded car was going to be around $300.00, which would be cheaper than the original price of the ******* Accent that I originally rented. We were made to believe we had rented an electric car - when we didn't. We were also taken advantage of by the salesperson's predatory behavior to get us to upgrade our rental. This NU Car Rental employeeexhibited very predatory behavior and made false claims to us in order to get us to upgrade to a different car. He was also not very clear about the TOTAL cost for us to get a gasoline powered car (of which we did have rented). Nu Car takes advantage of weary/tired travelers and gets them to sign the paperwork authorizing additional charges.Initial Complaint
Date:01/20/2025
Type:Product IssuesStatus: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.
The company is holding ****** per car. Returned the car 01/01/2025 with the approval of the return of both vehiclesBusiness Response
Date: 01/24/2025
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the security deposit and the frustrations it has caused.
To help us route your complaint to the appropriate department that can address your concerns, we'd be grateful if you could provide us with additional details by filling out the needed information below.
1. Confirmation # ending in NU
2. Pickup date/time
3. Primary driver's name
4. Pickup location/Destination Airport
If you don't have these, please provide us with the following instead:
1. Signed Rental Agreement
2. Final Invoice/ContractCustomer Answer
Date: 01/24/2025
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:01/16/2025
Type:Product IssuesStatus: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.
Now I purchased a NU car rental through Priceline back on 11/11/24 for my trip that was 1/7/25-1/11/25 for the amount of $******. I paid in full at that time. After spending the day traveling I arrived at Nu Car rental around 5pm. This is where I met *****, who was pleasant and enjoyable to talk to. She even told me she was giving me a free upgrade for prepaid fuel which I thought was great. She did not ask me if I wanted anything else as far as upgrades and if she did I would have said no. I was simply picking up the vehicle I already paid for. I had no intention of adding anything. I spent the day flying and still had an hour and a half drive to my hotel. She printed out the paperwork and had me sign and initial. I admit, I did not read it over as I had already paid for it and didnt add anything anyway. All was well with the car and I dropped it back off on time and flew ********* forward a few days and I see not only did I get charged the initial ****** but now an additional $255.90. In what world would I have paid in full for a rental and then add on additions that double the amount?? I didnt. She lied to me about the free upgrade and then added other upgrade such as loss damage waiver, roadside service, and the prepaid fuel that she said she upgraded me to for FREE! Again. Im disgusted. I called and questioned the charges and got an explanation of them but even after telling the person what happened she stayed silent.Business Response
Date: 01/23/2025
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the extra fees and the frustrations it has caused.
We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
Based on the rental documents, you agreed to sign up for the **** RSP and Prepaid fuel by putting your signature on the following paperworks.
1. Signed Rental Agreement
2. Printed file wherein you used a pen
We do apologize but the charge remains.Customer Answer
Date: 01/24/2025
Complaint: 22815588
I am rejecting this response because: Your employee performed her job with purposeful deceit and manipulation. While it is my responsibility to read what I sign, and I own this unfortunate oversight on my part, the employee blatantly lying and saying they were providing a FREE upgrade and to initial is inexcusable and frankly, disgusting behavior. This was purposeful and in my various email correspondence I have gotten no response to that.
Regards,
***** *******
Nü Car Rentals is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.