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Business Profile

Auto Rentals and Leasing

Nü Car Rentals

This business is NOT BBB Accredited.

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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

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Nü Car Rentals has 13 locations, listed below.

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    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 Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:10/17/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Contacted what I thought was Budget Car Rental (per the number on the internet) Spoke with "******" when questioned stated they were budget car rentals. I was told that Budget did not have a car available but they work with another business when this happens. completed the rental process, when I received the agreement, I questioned "******" why Budget was not on the agreement, he said because it was with the "sister" business. We agreed. However, when we received the confirmation, I immediately googled the address and found NU car rentals, googled that and there were SOOO many horrible reviews about the up charges, scamming etc. I immediately called back to cancel, was told it was non-refundable. I reiterated that he misrepresented himself that he was from Budget, he back tracked and said we would receive a refund. A few minutes later we received a call from "******" and stated it was not refundable and transferred me to "***** ******" who said he was the supervisor. He stated we had accepted the agreement and it was non-refundable, I told him that they misrepresented themselves and were scammers and fraudsters and that we filed a dispute with our credit card. He stated that he had me recorded me being beligerent on the call. I told him good, that they would also hear about the misrepresentation and scam. He stated he would hang up if I continued to berate him. I told him to do whatever he needed to do, but I would fight to get my refund. I can't believe I was scammed, I am so much smarter

      Business Response

      Date: 10/24/2024

      Thank you for bringing the booking issue to our attention.


      To further assist you, may we have the following since we are unable to find your reservation?

      1. Pickup date/time
      2. Primary driver's name 
      3. Pickup location/Destination Airport

      Customer Answer

      Date: 10/24/2024

      Complaint: 22433693

      I am rejecting this response because: the reservation was cancelled immediately as per my complaint. The reservation was under ******** or ****** **********. For 11/2- 11/9/2024. ****************. I want a refund of the down payment 

      Regards,

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

      Business Response

      Date: 11/04/2024

      Thank you for providing us with the booking details.


      As for your concern, we'll coordinate with our Phoenix Affiliate to investigate the issue. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location. 

    • Initial Complaint

      Date:10/14/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented a car from NU, for $550 through a Third party company. When I went to return the car I saw their ****** review all said they were crooks and scam. After I realized this I went back and looked at my paperwork and noticed they had added $800 dollars in additional charges to my rental. These charges were airport fees (although they are not at the airport and I am local anyways). Daily facility fees. And other daily fees that totaled a large amount and were hidden and not disclosed to me when picking up the car. When I confronted them they said the other charges were for rental insurance which I verbally declined at the time of rental due to the face my insurance always covers me, but they pushed the paper in front of me and disguised it to be just a signature acknowledging a had my own. They have cameras so all my interactions are recorded and match my statement. When I told the manager that their reviews clearly show that this was not a fluke and purposely done to many many people he did not deny those accusations, for their customer reviews back my statement. This company needs to be stopped. They are stealing from my pocket which is for MY KIDS. I could have got my rental for $680 with another company. But ** offered the competitive price for $550 and then tricked my into a signature disguising it as something else and not disclosing its true purpose, then using my signature as a safety net to steal $800 additional dollars from me so far.

      Business Response

      Date: 10/18/2024

      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.

      For further investigation, may we know if you were able to present a copy of the Declaration Page (showing the list of coverage) at the time of pickup?

      Customer Answer

      Date: 10/18/2024

      Complaint: 22413021

      I am rejecting this response because: This was the only option I had to respond to the message I received. I was not asked to provide proof of insurance. which I have and would have gladly provided if asked. The entire encounter was recorded, and I encourage you to pull up the tapes and watch it unfold for yourself as your staff members stole from me, pushed a screen in front of me and told me to initial and they would get my keys. Or better yet, refer to your company's ****** reviews and see for yourself the long list of other individuals your company has scammed out of money, by hiding fees, ignoring the fact they told you they also had insurance coverage, charging them unfair fees, like being at the airport when you are not and nowhere when renting does it indicate you are anywhere else, and charging daily hidden fees after already giving me a total of 550. I can provide proof of insurance at the time of rental.

      Regards,

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

      Business Response

      Date: 10/25/2024

      We understand your frustration. However, based on the rental documents, you agreed to sign up for the Prepaid fuel, ********************************* Roadside Assistance, and Loss Damage Waiver 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: 10/25/2024

      Complaint: 22413021

      I am rejecting this response because: I DID NOT AGREE to any of those charges. Once again, your employees hid fees from me and tricked me into signing something I never agreed to, and they do this to EVERYONE. I told the employee no to insurance and would like the video footage submitted on my behalf of proof from your business. Take this opportunity and prove that you are not scamming people and submit the video footage of the encounter. I bet you won't. The question is why wouldn't you? Because your company is stealing from people. I encourage whoever is in charge of this case to look at the reviews. 

      Regards,

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

    • Initial Complaint

      Date:10/10/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Shocker... another complaint against NU Car Rentals in ******, ********, regarding the company's practice of levying inconspicuous charges.During my recent rental experience, I was shocked to find an additional $400 charge that was neither clearly disclosed upfront nor explained before the final billing. This practice of hidden fees is not only unethical but also potentially illegal under consumer protection laws, which require transparent disclosure of all costs associated with a ********** experience is not isolated; numerous complaints across platforms such as TripAdvisor, the Better Business Bureau, and other review sites reveal a disturbing pattern of inconspicuous business practices by NU Car Rentals. It is bewildering how this company continues to operate with such disregard for consumer rights.I urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action to ensure that NU Car Rentals revises its business practices to comply with legal standards for transparency and fairness. Consumers should not have to bear the burden of undisclosed charges, and companies engaging in such practices should be held accountable.

      Business Response

      Date: 10/16/2024

      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 complaint will be 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.

      Customer Answer

      Date: 10/16/2024

      Complaint: 22405781

      I am rejecting the response from Nu Car as it does not address the key issue of a refund, which is critical in this case. The core of the complaint revolves around the fact that I have been subjected to a known problem within your organizationa situation that ****** has not only acknowledged but also failed to rectify.


      As a customer, I find it unacceptable that I should bear the financial burden for a problem that your company is fully aware of yet has not taken responsibility for. Instead of offering a solution that reflects any accountability, Nu Cars response seems to deflect the issue entirely, leaving me without the compensation or resolution that I deserve.


      I strongly believe that I am entitled to a refund for the following reasons:


      Known Organizational Issue: The problem I experienced is not isolated but is, in fact, recognized by your company as a recurring issue. Continuing to charge customers for this is a highly unethical business practice.
      Failure to Address the Core Complaint: The response I received did not address the heart of the issuewhy customers like me are being charged for something Nu Car knows is a problem.
      Lack of Resolution: Despite bringing this to your attention, there has been no proactive effort to resolve the situation or compensate me for the inconvenience and financial loss.


      Given these points, I respectfully request a full refund as it is clear that this situation stems from negligence on Nu Car's part, and it is unreasonable to hold customers accountable for issues beyond their control.

      Regards,

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

      Business Response

      Date: 10/21/2024

      We understand your frustration. However, Based on the rental documents, you agreed to sign up for the *** 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.


      On the other hand, we will send a follow-up to our Denver Affiliate about the Roadside Assistance. It was mistakenly added on the Final  Invoice.

      Customer Answer

      Date: 10/21/2024

      Complaint: 22405781

      I appreciate your response, but I believe there may be some misunderstanding. Yes, I did sign the contract, but it was done under the guidance and instructions of your employee, with the clear understanding that it reflected everything we discussed. Trust plays a crucial role in such situations, and I trusted your staff to walk me through the appropriate steps.


      Unfortunately, the additional fees I am now being charged were not disclosed at the time of signing. Had these been made transparent, I would have taken different actions. I believe this is not just a contractual issue but also a matter of clear communication and proper customer service.


      I am confident that Nu Car values transparency and customer satisfaction. As such, I would appreciate a reconsideration of my refund request for these unforeseen fees. I am open to discussing this further and finding a reasonable resolution that reflects the trust and good faith I placed in your company.


      Thank you for your time and attention to this matter.

      Regards,

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

      Customer Answer

      Date: 11/08/2024

      Complaint: 22405781

      I am rejecting this response because:

      Complaint: 22405781

      I appreciate your response, but I believe there may be some misunderstanding. Yes, I did sign the contract, but it was done under the guidance and instructions of your employee, with the clear understanding that it reflected everything we discussed. Trust plays a crucial role in such situations, and I trusted your staff to walk me through the appropriate steps.


      Unfortunately, the additional fees I am now being charged were not disclosed at the time of signing. Had these been made transparent, I would have taken different actions. I believe this is not just a contractual issue but also a matter of clear communication and proper customer service.


      I am confident that Nu Car values transparency and customer satisfaction. As such, I would appreciate a reconsideration of my refund request for these unforeseen fees. I am open to discussing this further and finding a reasonable resolution that reflects the trust and good faith I placed in your company.


      Thank you for your time and attention to this matter.

      Regards,

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



      Regards,

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

    • Initial Complaint

      Date:10/09/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My entire experience was cause for concern starting with the employee at this branch that assisted me with my pickup on 10/04/2024 who tried adding additional coverages and when I declined coverages he then also tried charging me for p***aid gas without my consent. I caught the fee during the checkout added to my deposit amount and questioned it and that when he removed it. He then goes on about potential charges and why I should add what he recommends. I decline again and ask about extending for a day, Im quoted $140+ for one day! I decide to not extend at that time because it was like dealing with a pushy car salesman.I then extend the rental when the funeral service was delayed and am quoted $80 almost half what the last *** quoted so I extend the rental to Monday. I returned the car on Monday 10/07/2024, tried handing the key to the attendant and was told to put the key in the cup holder. The attendant then checks in the car and video records the vehicle inside and out and checks mileage. I received the email minutes later to finalize the contract rental but was double charged $80.10 and $80.11.The next day on Tuesday 10:08/2024 I get charged a $900 fee and contact the call center who advise me its for a missing key and advised there nothing that can be done by her but she would have the manger at that branch call me. I asked if she had a timeframe but the *** was rude and kept interrupting me during the call. I asked for the corporate information to address my complaint with the corporate office and she refuses to provide the information and when I ask for her name she disconnected my call.I eventually get a call from a branch manager who says they can charge me whenever they want for anything they believe me to be responsible for even after my contract has been closed. I know I returned the vehicle with the key and do not think its fair they charged me for one of their employees mistakes. I would like them to refund this fraudulent fee for $900

      Business Response

      Date: 10/15/2024

      Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the key 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, we will forward your complaint 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: 10/16/2024

      Complaint: 22400043

      I am rejecting this response because:

      I feel your company is simply giving me the runaround. I have addressed my complaints directly with your call center as well as the local office and spoken to a manager there. He advised me that there was nothing he could do and even offered to send me a legal letter if I chose to obtain an attorney. I closed out my contract with you and you guys charge me two days later after you lost the key. I will wait to hear from someone from your corporate office to help me resolve this issue. If I do not hear from them in 10 business days, I will proceed with my attorney general Complaints as well as *** complaints for the undisclosed fees .


      Regards,

      ***** ******

      Business Response

      Date: 10/21/2024

      Thank you for your email, I'm sorry to hear your experience was not the exceptional service we strive to provide. I will relay your experience with the agent to the local office and review the call over the phone so the interactions can be addressed accordingly. I see that when you extended you did this through our online extension system and they authorized $80.10. At closing, it appears the $80.10 we authorized was not the payment we took for the extension. Instead a separate transaction was charged for $80.11. Since we processed a separate transaction the $80.10 will return back to the card. In regards to the $900 missing key fee, I see that you spoke with the local office manager already and they have have deemed the $900 missing key fee as valid.
       
      At this time, we have addressed each of your concerns. I understand if you are dissatisfied with the decision from the local office regarding the missing key fee, however, I cannot override their decision.
       
      The renter called us on 10/8 to say she put the key in the cup holder where she was told to leave it. The location searched the car and provided pictures of it not being in there and the renter is not on camera putting it int he key drop box either. I will attach the pictures below if they are needed for you to review. The location has deemed that charges are going to stand on the missing key fee because the key was not found or turned in. Please review requested documents as well and let us know if you have any questions.
      thank you 

      Customer Answer

      Date: 10/21/2024

      Complaint: 22400043

      I am rejecting this response because:

      Your company charged the fee 2 days after I dropped off the vehicle, if the key was missing  when I dropped it off why wasnt I called or emailed? Is it because one of your employees lost it? Or is this another way your company trying to add fees and not disclose them? 

      The fact the your company has several complaints and reviews for added on fees and undisclosed fees not to mention your agents scare tactics when you catch on theyre trying to add all kinds of unnecessary coverages  Charging for prepaid gas without even asking clearly shows a pattern of the unethical ways your company does business. I will make sure to also file the complaints with the *** for these undisclosed charges and added fees without consent. Which I can easily prove using the numerous complaints and reviews your company has received. There is clearly a pattern of these undisclosed and unauthorized fees. 

      I also have videos and pictures and will be pursuing this with the *********************** of ** and NV. I have also contacted the media and they have been reaching out to other consumers with these same type of concerns and they will airing a story to warm consumers about your company. 

      I tried giving your company the opportunity to make things right but its clear your companies unethical policies are a cuase for concern. 

      Regards,

      ***** ******

      Customer Answer

      Date: 11/08/2024

      Complaint: 22400043

      I am rejecting this response because:


      Your company charged the fee 2 days after I dropped off the vehicle, if the key was missing  when I dropped it off why wasnt I called or emailed? Is it because one of your employees lost it? Or is this another way your company trying to add fees and not disclose them? 

      The fact the your company has several complaints and reviews for added on fees and undisclosed fees not to mention your agents scare tactics when you catch on theyre trying to add all kinds of unnecessary coverages  Charging for prepaid gas without even asking clearly shows a pattern of the unethical ways your company does business. I will make sure to also file the complaints with the *** for these undisclosed charges and added fees without consent. Which I can easily prove using the numerous complaints and reviews your company has received. There is clearly a pattern of these undisclosed and unauthorized fees. 

      I also have videos and pictures and will be pursuing this with the *********************** of AZ and NV. I have also contacted the media and they have been reaching out to other consumers with these same type of concerns and they will airing a story to warm consumers about your company. 

      I tried giving your company the opportunity to make things right but its clear your companies unethical policies are a cuase for concern. 

      Regards,

      ***** ******



      Regards,

      ***** ******

    • Initial Complaint

      Date:10/07/2024

      Type:Product Issues
      Status:
      Unresolved
      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 a car from NU Car Rentals at *************, **, airport for Sept. 23 - Sept. 28, 2024. The car had a number of problems/issues. When picking up the car NU tried to up-charge several things. The car rented to us had the *****+ miles! When we started the car, the check engine light came on. We called NU and they said to ignore it and drive the car. During the days of our rental there were many problems including: rough shifting, brake noise (scraping), front end vibration, unreliable gas gauge, light switch, and air conditioner. In light of all these issues, and with Hurricane ****** approaching, I decided to inspect the tires on the rental car. Both front tires were worn down to the wear-bars (the passenger front tire was almost smooth). We reported these issues when we turned the car in, again when the shuttle driver did a quick walk-around of the car, and again when I called NU to discuss these issues. The ** representative I spoke with asked why we hadn't reported these problems - I told him I had, repeatedly. He said I would get a return call. I had to repeatedly call before speaking with ******* at NU regarding these issues on Oct. 2, 2024. He requested I send him pictures I had taken of the front tires which clearly show the unsafe condition of the tires. He responded to me by saying "Upon reviewing your case, we found the vehicle in question had passed all our rigorous inspection without indicating the faults you've experienced." We had requested a refund of the rental price and an apology for putting us in a vehicle which was potentially unsafe and unreliable. These requests were denied. When we were picking up and returning our rental car, other people shared similar experiences with their NU rental car ... one person was rented a car that had ******* miles on it!

      Business Response

      Date: 10/11/2024

      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.


      To further assist, may we have proof (with date and time) that the vehicle has problems?

      Customer Answer

      Date: 10/17/2024

      Complaint: 22382382

      I am rejecting this response because:

      Regards,

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

      Customer Answer

      Date: 10/18/2024

      Complaint: 22382382

      Dear NU Car Rentals,

      The proof you seek is in the narrative we submitted regarding our complaint with BBB. Let me review the details for you again. 

      1. We rented a car from NU from September 23 - September 28, 2024.

      2. We called NU about the Check Engine light coming on immediately (September 23) you said the light means nothing, to drive the car.

      3. When we returned the car (September 28), we reported all the issues with the car, including the tire issue, to the man on the computer screen during the automated process.  

      4. I again reported all the car issues, (including the tires) to the Nu shuttle driver who did the quick walk-around inspection of the car before taking us to the airport.

      5. I called Nu again on September 30, 2024 (spoke to ****) to report all the car issues. He asked why I hadnt reported any problems with the car during the return. I told him we had repeatedly and suggested he check Nu call and video records. I informed him we wanted a refund, an apology for the car and tire conditions, and a return call.

      6. I had to call Nu repeatedly before speaking with ******* at Nu on October 2, 2024. I discussed all the car issues again, especially the tire conditions, with him. He requested I send him pictures I had taken of the front tires on the Nu rental car which clearly show the unsafe condition of the tires. I did so.

      7. According to signs posted at the Nu car rental site, and automated phone system announcements when we called Nu, all these exchanges are recorded, and Nu possesses this recorded proof of our efforts to discuss the car problems.

      once again, we request a full refund for this car rental ($131.66), and an apology from Nu Car Rentals for putting us in an unsafe vehicle. 

      Regards,

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

      Business Response

      Date: 10/24/2024

      Thank you for the verification. We'll conduct a further investigation on this matter. 

      Customer Answer

      Date: 10/30/2024

      Dear Nu Car Rentals,

      Its been about a week since you indicated you would further investigate our claim, and refund and apology requests. Its been about a month since I first addressed these car rental issues with you. 

      I will not wait much longer for you to conclude your investigation and comply with our requests. If I dont hear from you in a compliant manner in a couple of weeks, I will pursue this matter further. 

      Sincerely, 
      **** *********

      Business Response

      Date: 11/26/2024

      Please see the response from our Charlotte ******************************** *********************identifyelement="467">
      I hope this message finds you well. 


      After a thorough review of the situation, we have decided to issue a refund for two days of the rental, amounting to $52.66, as a gesture of our commitment to customer satisfaction. Additionally, I have personally extended an apology on behalf of our company for any inconvenience caused. However, if deemed necessary, please convey our sincerest apologies once again for the troubles experienced.


      We take such matters seriously and are dedicated to ensuring that our customers' experiences with our services are nothing short of excellent. Thank you for bringing this to our attention, and please rest assured that we are taking the appropriate steps to prevent such incidents in the future.

    • Initial Complaint

      Date:10/02/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Issue #1: ***** rental set up a recurring charge without my knowledge. I've tried to reach out several times and they have been unresponsive. When I call the main office, they tell me to call the local office. When I call the local office, they tell me to "text a manager". I receive canned replies when I text.Issue #2: I tried to contact them about 2 hours before pick up to request a later pick up time. The main office told me they couldn't help and that I should call the local office. I was unsuccessful in reaching anyone at the local office. I also sent an email to the ******** via their website. I received a generic reply. When I arrived to pick up the car, I was told there were no cars left in my class (midsize). They said they would waive the upgrade fee if I paid the tax on it. When I looked at my statement, I noticed they did not keep their word. This company takes advantage of weary travelers. Additionally, they committed fraud by initiating a recurring charge on my credit card.

      Business Response

      Date: 10/09/2024

      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.


      We are now doing a follow-up to our ********* Affiliate for further assistance. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

    • Initial Complaint

      Date:09/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      APRIL 10, 2024 $711.14 PAID TO ******** RENTAL ONLINE WHICH DIRECTED US TO NU CAR RENTAL AGENCY IN *******. AT TIME OF PICK UP THE RENTAL AGREEMENT WAS VOIDED SINCE WE HONESTLY SAID WE WERE GOING TO BE TRAVELING OUTSIDE OF *******. NO SOLUTION WAS OFFERED AND OUR MONEY WAS KEPT 100%, WHICH WE HAD TO SPEND A SIMILAR AMOUNT AT ************ FOR THE SAME TYPE OF VEHICLE. WE WERE FORTHCOMING WITH NU CARS THINKING THEY WOULD WORK WITH US. THAT DID NOT HAPPEN. ******** STATED THEY PAID NU CARS FOR THE RENTAL AMOUNT BETWEEN THEM AND NU CARS SAYS THEY ARE NOT GOING TO DO ANYTHING ABOUT THIS ALTHOUGH THEIR LITERATURE STATES EXCEPTIONS WHICH WOULD HAVE OFFERED A SOLUTION. We are hoping that BBB will prevail for us as consumers. Thank you.

      Business Response

      Date: 10/02/2024

      We understand that you need a refund for the booking. May you please advise your booking Source, Wisecars to communicate with us on this matter? In this way, we could advise them directly that since the car was not picked up, they can process a refund or at least offer you a travel credit.


      Please be advised that we did not receive any notification from our ********************************identifyelement="483">
      We do apologize for this inconvenience.

      Customer Answer

      Date: 10/14/2024

      Complaint: 22331575

      I am rejecting this response because:

      Our response has been delayed by Hurricane ******, which has humbled us quite a bit in ********

       

      This complaint has not been resolved.    There was one email response from Nu Car Global Reservations which was nicely-worded and 

      asked for more specifics (name of Reservation Company, amount paid, date) and this information was sent back to them.  But no

      further communications were received from Nu Car Global.

       

      Nu Car has indicated that Wisecars is responsible for any refund or any other settlement.

       

      There was no direct response from Wisecars other than a survey asking for a ****** Review.   I did not leave a review thus far.

       

      Both of these companies have suggested the other company is the only one that can resolve this issue and that is one reason why

      BBB was approached for help.  Both of them are able to resolve this with some kind of solution but both are passing the responsibility.

       

      Thank you again for helping in this matter.    Money was paid for a service that was not provided, in this case, a rental vehicle.   $711.14

      to be exact.

       

      Nu Car Global offers a cancellation policy with no fees on their website and they also offer a 100% credit of the prepaid amount via

      a Prepaid Reservation.  Since the reservation initiated with Wisecars, Nu Car is not offering their policy or offering any credit.

       

      Wisecars is the organization that promotes customer service and satisfaction on their website but in this case that is not happening.

       

      Both of these organizations think they can outlast us in this complaint process and that we will eventually just cave and give in.

       

      Both organizations could have offered some consideration of some kind but all they have done is imply the other company has responsibility.

       

      Thank you again for representing consumer issues like this, no matter how this is resolved.   We really appreciate it.

       



      Regards,

      **** ******

      Business Response

      Date: 10/16/2024

      We do apologize that Wisecars did not offer you a resolution on this matter. Please be advised that we are not the one who charged you for the booking.


      However, we will forward this complaint to our Support Team for further assistance. Please bear with us.

    • Initial Complaint

      Date:09/24/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked my rental with NU via Priceline. Priceline showed a price of $569 without insurance, so I proceeded with the booking. When I went to NU Car Rental, I presented my personal car insurance, which includes liability coverage of $100k/300k. I have used the same insurance with other companies like Enterprise and Budget without any issues. However, ************* denied my insurance and required me to purchase their insurance for an additional $390. They told me that without purchasing their insurance, I would not be able to get my car or a refund since it was a non-refundable booking. Nowhere in the email or the terms and conditions was there any mention of this mandatory insurance. In the end, I had to pay $390 in order to get my vehicle. Please take action to protect customers like me from such practices.

    • Initial Complaint

      Date:09/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Booked ****** Rogue for prepaid amount of $177.46 that can fit 5 passenger with cargo space. However when gave me a ****** Kicks which is a hatchback with no cargo space even though they had ****** Rogue on site but said they were reserved for others.Then I was forced to go for a different car which they said is $323.25 which I thought would be for a difference in fair charge to me since I paid $177.46. However they charged me another $323.25 for a total of $500.71 for a 2 day and 3 hrs rental (which I assume they charge for 3 days if you go over which is okay but the double car and cheating for giving a hatchback after charging for SUV is visible.

      Business Response

      Date: 09/30/2024

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


      Based on the attached Signed Rental Agreement, you agreed to accept the upgraded vehicle. We do apologize but the charge remains.

      Customer Answer

      Date: 10/04/2024

      Complaint: 22322690



      I am rejecting this response because:

      1. I booked a car which showed that it can fit more than 4 pieces of luggage (attached view that still shows up during booking)

      2. I was given a car that did not meet that description (Nissan Kicks which cannot fit 4 pieces of luggage) when I reached there with family and luggage and change. 

      3. I was told the charge for the new car was $323.25 but the car rental company charged for the original car as well as the new car as I expected the difference to be the upgrade cost.

      4. They did not show me the final contract and only got my signature after verbal description on a signpad which did not show the total.



      Regards,



      Jignesh Shah

      Business Response

      Date: 10/10/2024

      We understand your frustration.


      We will do a follow-up with our San Diego Affiliate if they will provide compensation. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

    • Initial Complaint

      Date:09/23/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented a vehicle from the business on 09/18/2024. We were charged $88.09 per day. This price included tolls and basic insurance coverage. After driving the vehicle for an hour. The steering started shimmering over 50mph. The business insisted to drive allntje way back for a car swap. It would have been a huge inconvenience because we are at a wedding plan and football game for our vacation week. We are 4 hours away from ******. We chose to just drive around a busted up Jeep with bad tires below the speed limits. On September 21, I received an email to extend for 30% off. When I called to extend they requested $164 plus fees and taxes to extend 1 day until September 22, 2024 12:30 am. I considered that to be highway robbery and taken advantage of a consumer. We have already paid the rental company $724 which includes a $500 deposit. They are hoping to steal our deposit by doubling the daily rate. The person over the phone said the rates are higher because of low stock. The email attached does not say anything about low stock or a change in cost. This is obsurd!All we wanted was to extend at tje rate we had or lower with the tire problems. Or the 30% off that was promised in the email for the extension. Thank you!

      Business Response

      Date: 09/30/2024

      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.


      Based on our Denver Affiliate, you did not purchase Roadside Assistance thus, they are unable to provide any compensation. 


      On the other hand, our Supplier has indeed sent you an email regarding the extension request. But, it was stated as "Up to 30%". It's not a fixed percentage, but the rate depends on the vehicle during the rental.

      Customer Answer

      Date: 09/30/2024

      Complaint: 22319046

      I am rejecting this response because: I have never in my life rented a vehicle with mechanical issues. NU Car Rentals charged me for auto insurance and a slew of other charges. And the one most important thing is not covered (roadside assistance). This is ridiculous! We rented a vehicle that had flaws and was told that it's our responsibility to deal with it and still pay for it. And with any other rental company the extended rate is always the same, because you already have the vehicle rented out. We got charged $168 per day. And the number of days is incorrect. We got charged $1884 for a 9 day rental with severe steering issues. This is unreal. The bank has reversed the charges and investigating the whole transaction. Apparently NU Car Rental has a 2 star rating and hundreds of negative reviews. This sums it up for the business. There is a disconnect with this company and consumers... 

      Regards,

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

      Business Response

      Date: 10/05/2024

      We understand your frustration.


      If you want to make an appeal, you can call our Denver Affiliate at ************. You can also send them an email at *************************************************.

      Customer Answer

      Date: 10/07/2024

      Complaint: 22319046

      I am rejecting this response because: NU Car Rental took advantage of us and charge outrageous fees. We were charged $1900 for a 9 day rental. The rental price doubled with the extension. We were rented a defective vehicle with major steering issues. I have filed a civil lawsuit with the Denver courthouse. I will not pay the past due balance and will seek full reimbursement for the shady business practices. 

      Regards,

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

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