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

• 

  Nü Car Rentals

  801 Dixon Rd Etobicoke, ON M9W 1J5

• 

  NÜ Car Rental

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

• 

  Reservation Affiliates, LLC

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

• 

  Nü Car Rentals

  19821 International Blvd Seattle, WA 98188

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:11/07/2024

  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.

  10/24-10/28 rental car We preordered and p***aid for a ****** Rouge received a ****** Kick, should not pay a rouge price for a kick.The shuttle pick up at the airport was a jeep that kept doing loops, so pick up took over an hour, only to get to the rental office and be in line for another hour. We watched several of the other customers with ********************* be turned away as there were not cars available for them. There was no communication as we waited in line. The 3 customer service **** were frustrated and in turn rude and very unhelpful. Also , the *** we worked with was a misogynist. Unacceptable in this day and age. He also blamed everything on a 3rd party.When we were trying to figure out drop off instructions BEFORE LEAVING THE FACILITY, as we were returning our car and leaving before the facility opened. We were told to go take a picture of the instructions. We followed the instructions to drop off the car at a near by parking garage. When we arrived they refused to take the car. They said they do not take NU Car rentals on Sundays and Mondays. Our reservation was for a turn in on Monday which the *** should have noticed. Training is desperately needed for your customer service **** and your protocols. WE took the car back to the lot which the *** ***eatedly told us not to do. There was no one there nor was there a shuttle that was also advertised to take us to the airport.We called for an **** to the airport. As we were waiting another NU Car rental customer showed up. She also was told there were be someone there to drop the car off too and have a shuttle to the airport. We took her in our **** so she was not left alone at 5:30 in the morning. We would like at the least to be reimbursed for our ***** $21.49 plus A CASH TIP FOR TAKING A THIRD PASSENGER and a discount off the KICk since we paid for a ******** stated in the beginning, this has truly been the worst and most stressful car rental experience.***** *****/ *** *****

  Business Response

  Date: 11/26/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the car class and the dropoff issues.
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your concern has been forwarded to our San Diego 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: 11/28/2024

  Complaint: 22522431
  
  I am rejecting this response because:

  this does not resolve anything. At this point we have filed fraud charges on our credit card for the ***** and change charge. The ****** deposit finally went away off pending. But this is still no resolution to the ***** **** ride we incurred as there was no shuttle to the airport and again, the instructions given to us were incorrect.
  
  Regards,
  
  ***** *****

  Business Response

  Date: 12/10/2024

  Please see the response that we received from our San Diego Supplier.
  
  
  "The customer booked an **** and received an ****. Please see attached screenshot.
  
  
  I can see who the customer's agent was, and I can assure you, he is far from a misogynist. He is one of our strongest agents, who is very kind and respectful to both his peers and customers regardless of their gender. I do apologize if he was rude or unprofessional in any capacity, and cannot confirm or deny that because I was not there to see this interaction. But that is a very big and serious accusation and I would like it to be clear that the agent who assisted this customer is not what the customer is accusing him to be. 
  
  
  I am unsure why ******* would not take the vehicle, as we have an arrangement with them to do so. Them not taking the vehicle is a very big inconvenience, and I do apologize for that, however that is not our fault. For the mistake on *******'s part, I will refund the $75 + tax abandonment fee that was charged for the customer leaving the vehicle on the lot with the keys in the gas tank (which is charged because the vehicle could have been stolen right off the lot) but we cannot reimburse the **** fee. "

  Customer Answer

  Date: 12/11/2024

  Complaint: 22522431
  
  I am rejecting this response because: The agreement is with NuCar and ******* and NuCar should be and I am sure well aware that ******* does not accept NuCars on Sunday and Mondays. So completely bogus response from them.

  The Gas tank unlocks from inside the car not just a push to open, so the car could not be stolen unless it was broken into.

  Again, overall the worse experience with a rental car company. And to take 2 months to even address it is ridiculous. Plus they would not respond to the customers directly.

  They still owe us for the ***** I am sure they do not care, if you look at their reviews there is not one positive one!

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

• Initial Complaint

  Date:11/07/2024

  Type:Customer Service 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 am writing this email with the hopes of escalating an issue I have been having with the rental carcompany since August.I rented a car in August (YVR airport) and the windshieldbroke so I paid for it. At the time, the car rental company did not give me the open rental agreement or an itemized receipt that I need to get reimbursed from my credit card company.I have been contacting them since the summer to get the right paperwork with no luck. I do not know what else to do and I need that paperwork or I cannot get reimbursed. Attached is the closed rental agreement for you to be able to see the details from my rental.Can you please escalate this matter to the appropriatedepartment?

  Business Response

  Date: 11/26/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the claim document issue and the frustrations it has caused.
  
  Based on our Vancouver's Supplier, they already sent all the related documents to your insurance company. We suggest to coordinate with them.

• Initial Complaint

  Date:11/05/2024

  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 rented a car from Nu Car Rentals through ******* for $464.66 CAD on October 22, 2024. I understood this to be fully paid for. Upon arriving, they did not discuss any additional fees and told me I just needed to initial a document in a couple locations and sign and they would hand over the keys. I also provided a credit card for the $300 deposit and needed to sign for that. What I did not know, is that with each initial I was signing off on add-ons and fees for an additional $572.78 CAD. I did not know I had paid for any of these add-ons until I received my invoice after dropping off the car on November 4th, 2024. It seems this is not an isolated incident and they are consistently misleading people to sign off on unknown extra costs. If this had been communicated, I would not have signed anything. It is a very deceptive business practice.

  Business Response

  Date: 11/25/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the additional charges 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, we are now doing a follow-up 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: 11/25/2024

  Complaint: 22514493
  
  I am rejecting this response because: they have stated that they are looking into it but have not provided any resolution. 
  
  Regards,
  
  ****** ********

  Business Response

  Date: 12/02/2024

  Based on the rental documents, you agreed to sign up for the Prepaid Fuel, Loss Damage Waiver, ******************************** and Roadside Assistance 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: 12/02/2024

  Complaint: 22514493
  
  I am rejecting this response because: I was coerced into signing these documents under false pretense. I had verbally declined any add-ons.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 paid for my rental through ****** in the amount of $204.25 on October 17, 2025 According to the Orbitz rental agreement, "The total price includes all mandatory taxes and fees."I arrived to pick up my rental at *************************************************************************** on October 31, 2025 I was asked if I wanted insurance and I told the desk attendant that I already had insurance and was waiving any additional insurance. The desk attendant indicated that was acceptable.The desk attendant also said "Please return the car with an empty tank, we are cheaper than the gas station." I've never heard that before, since most rental companies charge much more than the gas station, so I inquired further, and the attendant again indicated it would be less expensive, so I took his word for it.I rented the car for 3 days and returned it with 3/4 of a tank of gas at 5:45am on November 3, 2024 and put the key in the after-hours box and left.I got home and realized that I had a bill for $248.84 from NU Car: $49.93 for pre-paid fuel; $95.97 for Loss damage waiver; $40.41 for supplemental liability insurance; $21.15 for rental surcharge; $11.03 for airport fee; $9.06 for vehicle license fee; $5.12 for stadium surcharge; $4.77 for transaction privacy tax; $4.15 for *********** Rental; and $7.25 for CC ************ first, I just thought I got double-charged, but after calling NU CAR RENTAL customer service, she told me that they charge over $13 per gallon for gas (average Maricopa County gas prices as of October 3, 2024 = $3.22). The person on the phone also indicated that BECAUSE I opted for them to fill the car with gas (return the car on an empty tank), that I was liable for ALL of the additional taxes, on top of ALL of the SAME taxes charged to me via Orbitz. I recognize I initialed several portions of my contract upon pickup, but the counter attendant lied to me.The car needed 5 gallons of gas (5 x $3.22 = $16.10), and charging me $49.93 is predatory. Seeking refund of $232.74.

  Business Response

  Date: 11/08/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about your recent experience 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 complaint 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.

  Customer Answer

  Date: 11/12/2024

  Complaint: 22511274
  
  I am rejecting this response because:

  if I dont reject it within 6 days, BBB will close it out without resolution. The email from corporate at ****** said theyd forward to Phoenix affiliate. I will wait to hear from them
  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:10/30/2024

  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 purchased an all inclusive package to rent a car and airfare to **. NU Car Rentals was paid a price quoted through Priceline, and when I got there I was charged more than quoted. They said I had to purchase their unlimited toll package or face paying a $25.00 fine + toll charge per toll I went through. I said I rent cars once a month and have never heard of such a thing, I usually get a toll tag and pay for what I use. They stated that they did not offer that option. They also made it sound like all the highways were toll roads. I paid the $60.00 because I thought I had no choice other than to do that or to face alot of fines. Turns out I was there for a week and never saw a toll road, the folks I was visiting said there are only 3 in the state. This company does a total bait and switch and it is very unethical. A woman that was standing outside stated that many people have complained about this practice. I am willing to pay for the car I used, but I want a refund on the $60.00.

  Business Response

  Date: 11/06/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the toll 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 complaint has been forwarded to our Charlotte **************************** 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:10/28/2024

  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.

  I rented a car from this company in **************. During my car rental period, I incurred a parking ticket. I appealed the ticket, upon which the ticket value was lowered from $200 to $60. On 10/18 - I paid the ticket and sent a confirmation email to NU car rentals that the ticket was cleared. On 10/25 NU car rentals charged $90 on credit card, and sent me a fake invoice for the parking ticket. The invoice has no confirmation number or ticket number on it. Additionally, they were harassing me over email to send an invoice even after I sent the invoice and confirmation over multiple emails. --- Following is the confirmation that the ticket was paid -- and they were continuing to ask me for addiitonal proof. Upon asking them to verify with local authorities, they stopped communication. Guest, thank you for your purchase.Please keep this email for your ************: 10/18/2024 11:21:44 PM Payment Method: MasterCard Receipt Number: *****W Total: $60.00 Basket Number: ****** Items purchased:$60.00 - PC202502349 - DLS ZONE VIOLATION --The T2 ************** Please visit us again for all your parking needs!I believe they were scamming me to collect additional money.

  Business Response

  Date: 11/04/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the parking ticket 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 complaint will be forwarded to our SLC 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:10/28/2024

  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.

  This company is claiming we did damage to a car we rented. We did not do damage to the car and also we purchased the additional insurance of which they are not honoring. They asked us to file a police report, which we felt like we shouldn't have to but tried to anyway so that it would be covered by the insurance. The police department in ******* (******) said they don't do police reports for that type of an issue. You have to know the place, time and date of the car accident or criminal damage in order to file a report. The damage they claim is a damaged bumper. We don't have any information to give them (the ************ since we don't know when it was done. We let the car rental company know what the police department said. They claim we owe them $2888.75 for the damaged bumper. We feel this was not our fault since we did not cause this damage. Regardless, it should be covered by the additional insurance purchased. We believe this company is acting fraudulently.

  Business Response

  Date: 11/04/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the cardamage 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 complaint 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.

  Customer Answer

  Date: 11/04/2024

  Complaint: 22473907
  
  I am rejecting this response because: they still sent us a bill after this response but did not offer me any type of resolution.
  
  Regards,
  
  *** *****

  Business Response

  Date: 11/11/2024

  We understand your frustration.
  
  
  Please be advised that we've sent a follow-up to our Phoenix Affiliate since the attached Final Invoice did not show the damage fee as you have claimed.
  
  
  Please bear with us on this matter.

• Initial Complaint

  Date:10/25/2024

  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.

  Date of Transaction: October *****, 2024 Agreed Upon amount: $297.57 Amount Paid: $644.36 (Invoice: PHX01-132565)I rented a vehicle from Nu Car Rentals in *******, **, believing the location was at ************************** based on Expedia's information. Upon arrival, I discovered it was offsite and was charged an additional $16.05 for an airport fee despite this misrepresentation.Upon picking up the car, I was told to sign paperwork indicating it was in good condition and had a full gas tank. However, when I entered the vehicle it was completely empty, and I had to spend $52.72 to fill it before starting my trip.The most significant issue occurred two hours in when the tire blew out while traveling at 70 mph, putting my family in danger. The vehicle had no spare tire, only "Fix-a-Flat" and an air compressor, which were useless. When I contacted customer service, they were dismissive and suggested we change the tire ourselves despite the situation and my insurance *********** took over 90 minutes for a tow truck to arrive, leaving us stranded in the high-speed lane. When the tow truck finally came, we had to transfer our luggage to a replacement vehicle under unsafe conditions.Upon returning the car, I requested a manager to address the gas tank issue to avoid being charged for an empty tank. Instead, the staff argued with me and stated that Nu Car doesnt guarantee tire conditions. I was not given an invoice or receipt and have since been charged $346.79 without explanation, likely for the gas they promised to ********* Car has made no attempt to resolve the issue, and I seek a refund for the following:$58.46 for pre-paid fuel $16.05 for the misrepresented airport fee $346.79 for a duplicate charge The total refund requested is $*************** Commitments Not Delivered:- Providing a safe, functional vehicle - Equipping the vehicle with a spare tire - Offering responsive customer service in emergencies - Correcting the gas discrepancy as promised

  Business Response

  Date: 11/04/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the rental charge issues 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, we will conduct a further investigation with 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: 11/04/2024

  Complaint: 22471117
  
  I am rejecting this response because:
  

  Nu Car owes me $297 because I only reserved one car but was charged on 2 separate credit cards.
  
  - October 16th: I used Expedia to reserve a car from Nu Car to pick up on October 19th, 2024 and return on October 22nd, 2024 at ***************************
  I was charged $297 on the day I booked it, by NU CAR RENTALS ***** **************, indicating it covered the entire rental cost for four days at $49.18 per day plus taxes. See Attachment E, Page 1. I used Expedia to reserve it, and my receipt said that I would not be charged until the rental pick up, therefore I was never charged by *******. See Attachment D.

  
  - October 19th: I picked up the car from the Nu car location and signed paperwork regarding the additional cost due to adding another driver.  In Attachment A- Signed Contract with charges you will see the itemized breakdown of the contract I signed at the counter. They said the initial payment that was held would be released and now needed to run my card for $644. The charge was made to my *********** card by NU CAR RENTALS **************** US to my *********** credit card. See Attachment E, Page 2 for picture of charge.

  The charges included:

  - $297.57: Rental, taxes, and surcharges
  - Additional Driver Fee
  - $300 Security Deposit: This was refunded, as expected.
  
  Attachment B: Since I received terrible customer service and was put in an unsafe situation when my tire blew out, the manager at Nu Car refunded $335.51 of the charge to my *********** credit card. See attachment B for the updated invoice after the refund.

  
  Attachment D: The $297 charge still remains on my Amex card, despite only reserving one car.

  Hoping to bring this closer to a satisfactory resolution.

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

  Business Response

  Date: 11/11/2024

  We understand how confusing the charges are. However, based on our investigation, you were not charged twice.
  
  
  1. On 10/16/24, you booked a vehicle with us amounting to $297.57.
  
  
  2. When you picked up the vehicle, you signed up for the following on the Signed Rental Agreement and a hard copy (wherein you used a pen). The total cost of the extra charges are $346.79.
  -Roadside Service
  -Loss Damage Waiver
  -Additional Driver
  -Prepaid Fuel
  
  
  3. Since there is a required security deposit (which you verified that was already released back), then the total amount of the deposited money was $646.79 during the pickup. 
  --> $346.79 + $300 = $646.79
  
  
  Now, our Phoenix Affiliate gave you a compensation amount of $300 plus the taxes and fees ($35.51). Thus, they only charged you an additional $11.28 which derives from 346.79 - $335.51. Please recheck the Final Invoice.
  
  
  Based on this investigation, may we know how you came up with an idea about being charged twice? 
  
  
  To summarize this, you were only charged for the original car rate of $297.57 and an extra fee of $11.28.

• Initial Complaint

  Date:10/21/2024

  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.

  Rented a car from this company and returned with out any known issue. A week (10/17) later they asked me to fill out an incident report for a damaged windshield. I asked them to contact me with more information as it was not noted when we turned it in and we did not know of any incident. No one contacted me and on 10/21 I had a pending charge on my credit card with no contact.

  Business Response

  Date: 10/25/2024

  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.
  
  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 complaint has been forwarded to our San Diego 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:10/17/2024

  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 booked a rental car through ******* and was told upon arrival it was not available and offered to "upgrade" me to another car. I told them I would wait and ******* said the car wouldn't be available and offered me yet another car for a lesser priced upgrade. I had already paid for the car rental plus daily insurance and ******* stated I would only be charged the $13 dollars per day plus fuel charges. I was told and it was on the agreement I signed the new price which was much higher than originally told and my previous payment. ******* said that would be adjusted once the car was returned. After returning the car I got the invoice a couple days later and I was charged for a completely new rental and was not refunded for the original rental car making my final price well over double what I had paid originally. Expedia called Nu Car Rental they stated they had charged it correctly and refused to do anything differently. I was charged rental for two cars and only picked up and used one of them. The way they do business it completely a bait and switch operation. They tell you that if you don't prepay for fuel they will charge you $11.99/gallon for any missing fuel when you return the car. I was charged for more fuel than I actually used - I used half a tank and was charged for a full tank of gasoline. I was also charged again for insurance and they added on additional surcharges and fees and I was told those are just "estimates". I was also told some of those are "holding fees" similar to what hotels do and I wouldn't be charged for that once I returned the car. Original rental fees were $335.81 and they charged me an additional $525.22. They have stole my money.

  Business Response

  Date: 10/24/2024

  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 attached Signed Rental Agreement, you agreed to purchase the following:
  
  
  1. Loss Damage Waiver
  2. Upgrade
  3. Prepaid *****************identifyelement="524">
  Also, upon further checking, you were also charged for the extra day since the car was returned an hour and 6 minutes late. Please be advised that the rental consists of a 24-hour period.
  
  
  We do apologize but the charges remain.

  Customer Answer

  Date: 10/25/2024

  Complaint: 22434324
  
  I am rejecting this response because it does not match their subsequent actions.  They did give me a partial refund on the overcharges.  Their business practices as well as their bait and switch tactics once you arrive to pick up your rental car still remain suspect and warrant further investigation.
  
  Regards,
  
  ******* ****

  Business Response

  Date: 11/04/2024

  We do apologize for the confusion.
  
  
  We will further investigate the rental charges issue with our Phoenix Affiliate. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.