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

  801 Dixon Rd Etobicoke, ON M9W 1J5

• 

  NU Car Rentals

  2263 Pacific Coast Highway San Diego, CA 92101

• 

  Reservation Affiliates, LLC

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

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:01/15/2025

  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 booked a car with this place through Priceline. Priceline said I could pay slightly more and pay for it when I pick up the car, rather than in advance. I chose that option. It took forever to get the shuttle to pick us up, but we finally made it to the location. They then told us our car was no longer available and the only option was to pay more for another car. They kept accusing Priceline as the third party and saying they cannot guarantee that car without a prepaid booking. I showed them my priceline email, which specifically said they will hold the car for 2 hours after my reservation, without any caveat about prepaid booking. While there, we found out that they sold our car to the people right in front of us, by charging them extra becuase they allegedly didn't have those people's car available (even thought the rental place already knew we were waiting to get picked up by their shuttle and were coming to get our car). The manager **** was very unhelpful and not customer friendly. After 45 mins of arguing, we finally agreed to pay and get the upgraded car. After we paid 3x the price (priceline cost was $97.31 and we paid $295.53, they gave us the SAME CAR OUR RESERVATION WAS BOOKED FOR. A Nissan Rogue. We pointed this out and they again blamed priceline and said "Priceline listed the wrong type of car on your reservation. This is not a mid-size SUV." They absolutely refused to listen and were a total scam. They did this to all 3 other people around us. We then looked them up on ****** and Yelp and they do this to EVERYBODY. This place needs to be SHUT DOWN. They basically list cars for super cheap through priceline and expedia and then make everybody upgrade and pay them directly. They are an absolute scam. They also charged my credit card 3 times, with different amounts (all over $250). I will also not be surprised if they come back and try to charge me extra for other things that are false.

  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 car class issue and the frustrations it has caused.
  
  
  Based on the Signed Rental Agreement, you rented the vehicle at 14:07 which is past the 2 hours grace period. We understand that you need to ride a shuttle. However, there was a note in your account that the San Diego employee gave you the Upon Arrival Instruction for over an hour but you were nowhere to be found. Please be informed that you were texting to a live person.

  Customer Answer

  Date: 01/28/2025

  Complaint: 22814926
  
  I am rejecting this response because: the only response you provided was that the agreement was signed at 2:07 PM. We got there well before the two hours were completed, spoke to you at length, and then we signed the agreement when there was no other choice at the time. So we did not arrive two hours past the time. You still have not provided an explanation for why you claimed our car was not available and you had to charge us 3x the price, and then gave us the same EXACT car that is written on the Priceline booking. This is complete fraud and a scam, which you have done to everybody that was around us that day as well. We expect a refund and an apology.
  
  Regards,
  
  ****** *****, Esq. 

• Initial Complaint

  Date:01/09/2025

  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 rent a car from Nu car rental on 1/2/25. Upon receiving car I noticed multiple scratches on the vehicle. I inform a worker who advised me to take pics. Which i did. Upon returning the car they told me there are scratches on the car and I am financially responsible. I did not scratch car. I have multiple pics. However it was impossible to capture every scratch. I have tried multiple times via ************* to contact a manager however I have yet to hear from anyone at the company

  Business Response

  Date: 01/16/2025

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the damage fee and the frustrations it has caused.
  
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. To better understand the specifics of your issue and work towards a resolution, we kindly ask you to provide us with the following so we can pull up the booking:
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract
  3. Pictures of the scratches/dents
  
  
  If you don't have these documents, please provide us with the following instead:
  
  
  1. Confirmation # ending in NU
  2. Primary driver's name 
  3. Pickup location/Destination Airport

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 15, 2024, I rented a car from a Phoenix company called NU Car Rentals using the ******* website. The rental was for seven days (12/15/2024 to 12/22/2024) and I paid the $146.05 total online (see attachment) prior to picking the vehicle up. I chose this particular company because the online ad (see attachment) said no credit card necessary and the company's ****************** (see attachment) stated the following:We accept ********************* MasterCard Discover and ************ A security deposit will be held at the start of the rental. It will include the estimated amount of the rental plus a deposit of ******USD. This amount may vary depending on the vehicle type and the length of rental. Eligible Debit Cards are accepted at the time of rental and must have a Mastercard or **** logo. The estimated amount of the rental plus an additional amount held as security will be assessed against your debit card at the time of rental. These funds will no longer be available for immediate use and may take up to 30 days -depending on your bank- to become available. We will not be responsible for any returned checks or insufficient fund charges or bank fees related to this process. Debit Card Security for mini and economy and midsize sedan is ******USD and all other vehicles are *******USD. Cash is not accepted for qualification at the time of rental but may be used for payment upon return of the vehicle. A ***** Credit Card or Debit Card is still required to qualify to rent.I had paid in full at the time of rental using my Mastercard debit card, which, according to the terms, was acceptable because it has the ********** logo however, when I arrived at pickup, I was told that regardless of the policy, they'd still need an additional credit card. I only had the card I'd paid with, so they cancelled the rental but said I'd have to contact ******* for a refund, which they denied. This company's policy is misleading and inaccurate and I feel I was purposefully defrauded

  Business Response

  Date: 01/14/2025

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about debit card and refund issues.
  
  
  Please be advised that the cancellation and refund request was approved and completed in our system. Please allow your bank/card company time to process the funds into your account as this is dictated by their policies and the type of card used. Please see the attached file as proof.

  Customer Answer

  Date: 01/28/2025

  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:01/02/2025

  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.

  Nu Car Rentals advertised a price that was accepted and paid for in advance of me arriving. When I arrived they wanted to charge more for insurance. I declined letting them know I have my own insurance. The agent asked me to sign d sad nd initial in several places indicating 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 had no damages.A month later I received my credit card bill and was charged an additional *****. I called and had a rude agent who sent over the contract saying I signed off on the insurance. I felt betrayed and deceived as I trusted the agent who was pushing everyone through and knew I did not need the insurance. After this experience I went to the website and clicked on reviews and realized that this seems to be the *** for this company. They then have a fabricated response making it seem like they care and want to resolve the situation but when you email them they do nothing to rectify the issue. There are literally scores of complaints daily from customers with this same issue. Here is the link to the reviews. This company is shady and needs to be held responsible.***********************************************************************************************************************************************************************************************************************************************************************************************************

  Business Response

  Date: 01/09/2025

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the extra coverage issue 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.
  
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. To better understand the specifics of your issue and work towards a resolution, we kindly ask you to provide us with the following:
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract
  
  
  If you don't have these documents, please provide us with the following instead:
  
  
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name 
  
  
  Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.
  
  
  Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.

  Customer Answer

  Date: 01/09/2025

  Complaint: 22749965
  
  I am rejecting this response because ** Car Rental already confirmed that they will not rectify this issue.  This is an email that I wrote to ** Car Rental and they already rejected my request.

  I was asked by the owner of ************* to write an email to this address based upon the review I wrote on your website.  I was extremely disappointed when I received my credit card statement just before Christmas that showed an additional charge of $99.54.  I thought it must have been part of the deposit that would be refunded but there was no credit on my statement so I called Nu Car Rental.  The agent told me that the charge was for insurance.  I shared that there must have been a misunderstanding as the agent at the desk on 11/15 when I arrived asked if I needed insurance and I explicitly shared that I did NOT need insurance as my own insurance company covered rental cars.  The agent did the paperwork and shared that there would be some initial charges on my credit card that would be a deposit and then refunded as long as I returned the car full of gas and with no damage to it.  There was a line of people behind me and they were ******* to get us through.  I TRUSTED the agent and signed my initials in several highlighted spots.
  
  
  I have now come to realize that the agent did in fact charge me for insurance.  When I called yesterday I was told that my signature was binding and that there was nothing that Nu Car Rental could do about it.  I asked to speak to a supervisor.  A manager did call me back later yesterday.  She was not from ******* (where I rented the car) but from **********  She was not helpful at all.  In fact, she was very rude, disrespectful, and kept interrupting me.
  
  
  I have never felt so deceived and disrespected by a company in my life.  All I wanted was a refund for the $99.54 charge that was deceitfully charged on my credit card.
  
  
  I had a very good experience with your agency until this extra charge was applied and then the disrespect that ensued from your manager when I disputed the charge.  I am hopeful that since you have shared that you want to resolve the situation to my satisfaction and aim to make things right for me that you will credit me back the charge of $99.54 that the agent at the desk asked me to sign when we clearly discussed that I was waiving any insurance on the vehicle.

  I HAVE NOTICED THAT THE VAST MAJORITY OF REVIEWS ON THE ** CAR RENTAL WEBSITE HAVE CUSTOMERS WHO HAVE HAD THE EXACT SAME THING HAPPEN TO THEM.  This is dishonest and unacceptable.
  
  
  Below is the information from my trip:

  Confirmation # 6650715769**
  

  Date/Pickup Time: 11/15/24 at 1:30PM

  Driver Name: **** ********

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

  Business Response

  Date: 01/17/2025

  Thank you for sending us with your rental information.
  
  
  We'll now coordinate with our Phoenix Affiliate about the extra coverage fee.

  Customer Answer

  Date: 01/17/2025

  Complaint: 22749965
  
  I am rejecting this response because I have no idea what this means.  This is exactly what this company does.  They take extra money from almost all customers and then deflect and deflect without coming clean on their deception.  Telling customers to sign and telling them it means something than what is actually be signed for is criminal.  Again, read the reviews on the website.  There are multitudes of customers that are having the same experience.  There should be a class-action lawsuit filed against this company.

  Go to the link below and click on Newest and you will see multitudes of the same issues I am reporting being written on a daily basis.
  
  ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************,,,,

  Regards,

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

• Initial Complaint

  Date:01/02/2025

  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.

  My fiance ******* ****** and I booked a rental car through ******* and they assigned us Nu Rental Cars in *******, **. The car rental dates were December 25th - December 31st, 2024. The advertised price for the rental car was $33.94 per day, for a total of $353.87 once taxes and fees were included. This is the amount we pre-paid through *******. Please note on attached receipt that Expedia states "The total price includes all mandatory taxes and fees." However, upon arriving at the car pickup, we discovered that Nu Rental Cars charges an exessive amount of hidden fees, the majority of which are not "optional". We ended up paying an additional $278.73 on top of the Expedia booking fees, and Nu could only describe these fees as the following (price breakdown included as well):LOSS DAMAGE WAIVER ****** AIRPORT FEE ***** TAXES ***** CC SURCHARGE 8.12 We are seeking reimbursement of the $278.73 hidden fees that were not disclosed by Expedia or Nu Rental Cars.

  Business Response

  Date: 01/09/2025

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the Loss Damage Waiver fee 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.
  
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your concern has been forwarded to our Phoenix Affiliate.
  
  
  Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.
  
  
  Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.

• Initial Complaint

  Date:12/23/2024

  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.

  NU Car Rental charged my credit card for toll charges they are stating that they incurred from me going through a toll booth on 11/13/2024 while in possession of their vehicle. I contacted Colorado and they are stating there is no evidence I went through their tolls on 11/13/2024 or any day during my rental period through 11/15/2024. I contacted NU Car Rentals and they stated that the charges are valid. They provided information of them paying a toll of $2.60 on my behalf. However Colorado is stating that no charges were billed to NU Car Rentals for the vehicle with my license plate during my rental period. I asked NU Car Rentals to investigate the charges and confirm with Colorado and they stated that they are unwilling to do so. I am writing this complaint for the company confirm the validity of the charge with Colorado and to refund the charge when Colorado communicates the charge is not valid. I am also writing this as I believe that I am not the only victim of fraudulent charges by NU and that this is part of a larger scam to victimize customers who might otherwise pay the $30 charge in lieu of disputing. ** pushed for me to buy the toll package which I declined and based on their response to my dispute, I fear I am not the only one victim to their theft.

  Business Response

  Date: 01/05/2025

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the toll fee issue 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.
  
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your concern has been forwarded to our Denver Affiliate.
  
  
  Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.
  
  
  Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.

• Initial Complaint

  Date:12/18/2024

  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 made a reservation and paid for a car rental through ******. My reservation was for a midsize car for the dates of 12/10/2024 - 12/14/2024 for $101.41 Once I arrived to pick up a car , the customer service representative directed me to sign and initial some paperwork to be able to receive my car . He did not tell me or explain that everything he directed me to sign was all optional things that I did not need or want . I had already purchased the rental through ****** and submitted my own insurance information to them. The only thing that they should have charged me for was a extra driver which was discussed ($10 per day plus taxes ) Once i seen that they charged me $308.80 I called to dispute these outrageous charges . The customer service representative was very rude and kept telling me that I should have Read what I signed and there was nothing they would do to remedy the situation . So all together I ended up paying $413.21 for a ***** Malibu for 4 days . While I understand that I did in fact initial the paperwork, I was guided into it by the representative who misled me into it . He said I need to sign those spots in order to receive the car , not that that stuff was all optional and for extra charges . I read reviews for this company and a lot of people posted similar experiences. They do in fact try to scam people who might be inexperienced and have a certain level of trust in companies.

  Business Response

  Date: 12/27/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the extra charge issue 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.
  
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your concern has been sent to our Phoenix Affiliate.
  
  
  Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.
  
  Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.

  Customer Answer

  Date: 12/31/2024

  Complaint: 22703977
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:12/18/2024

  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 recently rented a car and prepaid for the car only needing to buy the insurance when I got there. Upon arrival, the agent was double charging me for the car that I had already paid for, and when I went over the statement, he realized that I was being overcharged and that the only thing I shouldve been paying was for the insurance because I had to pre-pay on the website he went to get the manager whose name was ******* and went over this information with her so that she can try to fix it. She then proceeded to lie and tell me that the fees that I was being charge were different fees, but me and the agent had both had already went over it, and noticed that the exact amount that they were trying to charge in person is the exact amount that I had already paid, she got upset when I told her that I also made a right Rental a week before that and the same exact thing happen and that I would just look into it with my bank she then proceeded to tell me that she will not rent to me and that I would not be getting my money back as well, basically denying service to me because I realize that they were scamming me and charging me for money that I had already paid

  Business Response

  Date: 12/27/2024

  Thank you for bringing the double charge issue to our attention.
  
  
  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/Contract

• Initial Complaint

  Date:12/13/2024

  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 made a car rental reservation through ******* for $190.81, which included all taxes and fees. However, when I arrived at the rental company, they charged me an additional $788.90, far exceeding the quoted price. I understand there was supposed to be a $300 deposit, but the amount they charged me was significantly above that. Realizing this did not align with my reservation, I got back in line to address the issue. The rental company claimed the extra charges were "mandatory fees."I explained that I wanted a refund, as the total amount I had paid was nearly $1,000far more than the original quoted price. At this point, they revisited their computer and told me they had adjusted the price back to $190.81contradicting their earlier claim that the additional fees were mandatory. I asked them to refund the $788.90 to my credit card and then charge me the $300 deposit as originally expected. They said they couldnt process this adjustment, which raised a red flag for me.Frustrated by their contradictory explanations and refusal to resolve the issue transparently, I decided to cancel the reservation altogether. They refunded the $788.90 (as it appears pending and hasnt posted to my account), but I was still charged the original $190.81. I never used the carafter they handed me the keys, I immediately got back in line to address the issue and ultimately did not take the vehicle.I reached out to Expedia for assistance, but they informed me that the rental company is refusing to refund the $190.81. I consider this charge fraudulent for two reasons: I never used the car, and the rental company charged me a different price than the one quoted in my original reservation. This was a clear bait-and-switch tactic, and I would like this matter resolved with a full refund of $190.81.

  Business Response

  Date: 01/05/2025

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the extra fees and the refund issues.
  
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, a follow-up has been made to our Phoenix Affiliate.
  
  
  Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.
  
  
  Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.
  

• Initial Complaint

  Date:12/09/2024

  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.

  Rented a vehicle from Nu Car for Thanksgiving holiday for 5 days. The rental *** warned of snow/ice, etc for the elevation changes, trying to upsell. I opted for a Dodge Ram 4X4 vehicle specifically for chances we were to venture into the mountains.Two days later as we drove to sight see, we noticed a ***etitive, cyclical sound coming from the front, drivers side vehicle. The sound was more noticeable when turning the steering wheel. The sound would come and go. We drove up *****************, knowing we would be needing the 4X4 mode of the truck. When I engaged the 4X4, the wheel became wobbly, noisy, and almost undriveable. I disengaged 4X4 and the vehicle slowly became driveable again, back to the original noise. We had to cut short our drive to the top of the mountain, an obvious disappointment for everyone!Our accomodations were 2 hours south of ******. I didn't see a Nu car office any closer than ******. Knowing we wouldn't be driving much more after that sightseeing trip, I opted to wait to discuss the vehicle issues upon returning it to the rental location. The rental *** told me he could not do anything for me at the office and that I would need to call the corporate number on my agreement. I talked to ******** at the ********* call center who informed me that the manager said there is nothing they can do for me for reimbursement due to me using all of my 5 rental days. I chose an UPGRADE which did not perform as it was intended. I asked to speak to her manager. She said I couldn't as he is walking out the door. She said there was no other number or email I could utilize for further restitution.

  Business Response

  Date: 01/01/2025

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the car issue and the frustrations it has caused.
  
  
  Our rental location has already advised that they are unable to provide any compensation as stated below.
  
  
  "We do apologize that you feel the rental did not perform to your standards. However as the Manager and ******* stated, there will be no options for reimbursement. Had we been called when the issue was noticed, we could have proceeded with the location to discuss how we can correct this issue. You made the choice to not report the issue and instead to continue to drive the rental, potentially making any damages or issues with the rental worse. Charges stand as stated by the manager. "