Business Profile

Auto Rentals and Leasing

Nü Car Rentals

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

403 total complaints in the last 3 years.
123 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:09/11/2024
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 am requesting a full refund for my reservation. I booked the car picked it up only for it to be INFESTED with ROACHES this is unacceptable and the uncleanliness I had to deal with along with having to pay another $150 when I arrived. In addition to a filthy car, you offer a paid service for a service they can not provide, the company does not even answer the phone when needed before or after hours especially not during business hours. I paid additional money for road side assistance they didnt answer my calls i spent most of my time driving back and forth a person at the company said they would issue my refund but they have not responded back to me. The company is Nu car rental and all save car rental combined.
Business Response
Date: 09/27/2024
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the car being dirty and the frustrations it has caused.

Based on our Maui Affiliate, they are unable to give compensation. We do apologize but the charge stands.
Initial Complaint
Date:09/10/2024
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 made a reservation with Nu Car Rental. I had to wait for the shuttle to take me over to the ************* company. The shuttle never arrived and I waited for over an hour. I then called Nu Car Rental several times and no one picked up. I had to spend more money and book another rental car with Enterprise instead. I called Nu Car Rental and they refused to issue me a refund. After looking at the ****** reviews for Nu Car Rental, there are hundreds of reviews stating they are a scam, overcharge, and no one ever picks up the phone. I wish I would've checked these reviews before booking. It is clear that ************* does not care about customer service and is a TOTAL SCAM. THIS BUSINESS NEEDS TO BE URGENTLY SHUT DOWN DUE TO SCAMMING INNOCENT PEOPLE AND ROBBING THEM OF THEIR MONEY.
Business Response
Date: 09/16/2024
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the shuttle issue 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:

1. Confirmation # ending in NU
2. Pickup date/time
3. Primary driver's name
4. Pickup location or destination airport

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:09/09/2024
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.
I waited for shuttle pickup at the airport for over an hour (they said their shuttles ran on a loop every 20 minutes), for the offsite pickup location, which was only a 5 minute drive from the airport. I called the N customer support number multiple times, but they would not answer their phones. I called the main office number and they answered, but hung up on me when I asked where the shuttle was. From that point they ignored my calls. I was forced to pay money at another airport car rental company, which caused a huge delay to our trip, extra cost, and inconvenience. This place is a scam. I tried every possible way to reach them and receive the services for which I paid, but they made it impossible. I want a full refund, and to warn others it's a scam.
Business Response
Date: 09/16/2024
We sincerely apologize for the delay you experienced with our shuttle service. We understand how frustrating this must have been, and we want to assure you that this is not the standard of service we aim to provide.

To further investigate the issue, we kindly request some additional information. Could you please provide the following details:

1. Confirmation # ending in NU
2. Pickup date/time
3. Primary driver's name
4. Pickup location/Destination Airport

Your feedback is invaluable to us, and we are committed to improving our service to ensure a better experience for you and all our customers.
Initial Complaint
Date:09/06/2024
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.
*** insurance was force placed when 3 refused as my credit card company covered us. The representative paid no attention to the email from *********** that showed the car and tax was paid full. The representative said I'm upgrading you at no charge and I told him I wanted the car that I initially reserved with my *********** Quicksilver Rewards. The representative refused to listen to me regarding the insurance, He rushed my husband and I through and told him where to sign and initial. The representative claimed the *** insurance would be to cover the days if the car needed to be in a repair shop, which was a lie. He also stated you're driving a new car. What bearing that had was none. Another lie, I got no resolve with the company. I filed a dispute with *********** and the business denied their request for a refund claiming by husband signed the formnthe representative created. This company doesn't act in good faith with there customers, This was clearly deceptive and I don't feel I'm wrong in asking for my credit card to be credited. I would appreciate any assistance with this issue,
Business Response
Date: 09/12/2024
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the extra coverage 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 our Phoenix Affiliate, you need to call them at ************ to resolve the issue.
Initial Complaint
Date:09/03/2024
Type:Sales and Advertising 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 husband and I booked a car through Priceline months before our July 26, 2024 trip. We reserved a car through Nu car in ******. Wish I had done my research. We paid over $600 when we reserved the car. Reserved a small compact since we were doing a lot of driving. We get there to get the car and of course they don't have a compact car...how do you not have a car that has been reserved for months? But anyway we too the ******. We were told there was a fully refundable $300 deposit on the car. They charged our card $347. When we brought the car back. On time, same condition, full tank of gas. The guy st the window told us the deposit will go back immediately. That was August 3. Today is September 3 and we are still fighting to get our money back. Nothing but lies from this company. And to make matters worse a few weeks ago they hit our card again for $31! Everytime we send an email about the deposit we are told different things. This is a predatory company. They lie and cheap and nothing apparently gets done about it. The complains and reviews are unreal. How this company is still in business I'll never understand. Cheating people put of money daily. We want our money back now and an explanation why you took another $31 out of our account.
Business Response
Date: 09/11/2024
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the rental charge 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. Primary driver's name
Customer Answer
Date: 09/11/2024
Complaint: 22233308

I am rejecting this response because:

Regards,

********* ******
Business Response
Date: 09/20/2024
The customer did not provide her rental information.
Customer Answer
Date: 09/20/2024
Complaint: 22233308

I am rejecting this response because:
I have given Nu Car rental this information several times
Regards,

********* ******
Business Response
Date: 10/03/2024
May we know when did you give us your rental information? Please give us proof.
Customer Answer
Date: 10/03/2024
Complaint: 22233308

I am rejecting this response because:
I sent emails to Nu car rental on the following days:
8/6/2024
8/13/2024
8/24/2024
9/1/2024
9/10/2024
9/14/2024
9/20/2024
Where is my refund???????? Quit playing these bs games. You know you owe me this money. Do i need to hire a lawyer??

Regards,

********* ******
Initial Complaint
Date:09/03/2024
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.
So in February of 2024 I rented a car at the *********** location. During our trip we got in a not-at-fault accident. Nu Car withheld $500 of my deductible while we went through the other persons insurance company. The other person insurance (*****************) had finally accepted fault after all these months back in July. I notified Nu Car that Mercury wanted a "demand letter" and they said they had already sent it, but I informed them that Mercury did not receive it. I provide the correct email address numerous times to Nu Car and the claims representative has stopped responding to me. Nu Car has failed to pursue the correct damages and I am demanding my $500 be refunded to me as ***************** has accepted fault for the incident 100% and has been waiting for Nu Car to send this letter. I have contacted Nu Car Rentals numerous times over the past month and get no response. I would like them to release my $500. The email address ***************** requested the demand letter to be sent to was: ************************************************************** I am looking for a response from Nu Car as it has been 45+ days of them not sending this letter and I want my $500 back as it is rightfully mine and they no longer have a legal authority to withhold it.
Business Response
Date: 09/11/2024
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 will send them a follow-up now for the demand letter. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
Customer Answer
Date: 09/16/2024
Complaint: 22231335

I am rejecting this response because:
there has still been no communication between Nu Car and Mercury Insurance. I will not accept this response until I am paid the money I am owed back to me.

Regards,

Andrew Acklin
Business Response
Date: 09/25/2024
Please be advised that we sent a follow-up to our LAX Affiliate. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
Customer Answer
Date: 09/26/2024
Complaint: 22231335

I am rejecting this response because:
The issue is not being resolved. You need to, as a corporate entity, take over this process and get this done TODAY. No "we will follow up"- that has obviously gone no where. You have until end of business day TOMORROW or legal proceedings will start.

Regards,

Andrew Acklin
Business Response
Date: 10/04/2024
We do apologize. But our LAX Affiliate did not give us an update to your case too. However, rest assured that we are still working towards a resolution to this issue.
Initial Complaint
Date:08/26/2024
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.
Had to pay for upgrade cause car rented didn't have cause I passed my 2 hour window cause of flight delay and insurance cause wouldn't take my third party insurance. Even when. Talked to customer service before my trip and she didn't say anything money I don't have I was flying in for a funeral and had deal with all this
Business Response
Date: 08/30/2024
Thank you for bringing the extra coverage and upgrade fees to our attention.

First, we would like to apologize for the frustration you've been experiencing. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.

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 documents, please provide us with the following instead:

1. Signed Rental Agreement
2. Final Invoice/Contract
3. Did you provide proof of insurance or a copy of the Declaration upon arrival? If yes, please give us a copy for further investigation.
Customer Answer
Date: 09/01/2024
Complaint: 22192364

I am rejecting this response because:
6650697647NU
****** ****
8/22/2024 8:00 pm
Phx ***********************;

Regards,

****** ****
Business Response
Date: 09/11/2024
Thank you for providing your rental details.

We will coordinate now with our Phoenix Affiliate to verify the extra coverage and upgrade fees. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
Customer Answer
Date: 10/02/2024
Complaint: 22192364

I am rejecting this response because:

Regards,

****** ****
Business Response
Date: 10/09/2024
Based on the attached rental documents, you agreed to sign up for the Loss Damage Waiver by putting your signature on the following paperworks.

1. Signed Rental Agreement
2. Printed file wherein you used a pen

On the other hand, we did not see an upgrade fee on the file.

We do apologize but the charge remains.
Initial Complaint
Date:08/22/2024
Type:Order 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 august 5th 2024 i rented a car from hotwire. paid in full. when i got to nu car rentals they asked for another card for deposit. they then charged me 6 large charges. 600 150 and 65. they would not send me details of the charges or refund them. i filled up the car and no damage to it.
Business Response
Date: 08/29/2024
Thank you for bringing the unknown charges to our attention.

First, we would like to apologize for the frustration you've been experiencing recently. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.

We see that your concern has already been forwarded to our San Diego Affiliate. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
Initial Complaint
Date:08/20/2024
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.
We received a rental car from ***** that had Faulty, Damaged and unroad worthy equipment.Upon initial inspection at 10:30a 08/08/2024 we could not fully see the extent of the excessive wear on the front passenger inside tire tread. Car was received with other damage to fender, and hood, door dings and other small scratches.The blatant disregard for our lives and the lives of other drivers on the road is unacceptable.Due to NUcar Rental companies negligence, we were stranded on the side of the road, Had to be towed and required to purchase a new tire and missed flights.Regardless that I rejected the **************** plan, this incident is absolutely unacceptable and should have been avoided with proper road worthy equipmenton the rental car. The employees that "inspected", the managementthat signed off on inspection and owners that employee these individuals need to held accountable for the BlantantDisregard for OUR LIVES!All management on premisses at 10:00am on 08/13/2024 completely ignored us, and the damaged tire that we brought inside the rental office. Forcing us to stand there waiting for over an hour to return the car. I went to the back offices, there were 5 management level employees all of which said nothing to us. Only helpful person was the gentleman that finally came over to us and filled out information and got the car checked back in.At the very minimum I expect, a full refund of our rental $ ****** (original rental time), Required extra day rental $ *****, New tire $151.95 and the tow $223.60 Grand total $ ******
Business Response
Date: 08/26/2024
Thank you for bringing the tire issue to our attention.

First, we would like to apologize for the frustration you've been experiencing recently. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.

Your feedback has been forwarded to our Phoenix Affiliate to ensure your concern is addressed. We apologize for the inconvenience this has caused.
Initial Complaint
Date:08/19/2024
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.
Nu scammed me. I paid a certain amount for car rental on expedia. No where does it state I will need to pay all these additional charges. $25 per toll plus toll fee, have full coverage, pay $170 for using a debit card, put a deposit down with my credit card, give my money back
Business Response
Date: 08/24/2024
Thank you for bringing the extra charge to our attention.

First, we would like to apologize for the frustration you've been experiencing. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.

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

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This business has 1 alert

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Customer Complaints Summary

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Nü Car Rentals is NOT a BBB Accredited Business.