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Business Profile

Auto Rentals and Leasing

Nu Car Rental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

Customer Complaints Summary

  • 57 total complaints in the last 3 years.
  • 17 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 status

Complaint type

  • Initial Complaint

    Date:06/24/2025

    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.
    see Attached document
  • Initial Complaint

    Date:06/05/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On April 29, 2025, I rented a vehicle from NU Car Rental which was booted for an unpaid parking violation at Lot P4818 (**********************************************************). Upon being notified, I immediately paid the full amount of $98.67 directly to the enforcement company, Premium Parking, which included:$75.00 boot fee $23.67 unpaid parking fee The violation was fully resolved on that same day. I have clear documentation of this transaction, including screenshots and a citation summary showing that payment was made and accepted by Premium Parking.Several days later, I was charged $105.00 by NU Car Rental broken down as:$75.00 for the same parking violation I already paid $30.00 administrative fee I contacted Premium Parking and received an official email confirming that:1.The violation was paid in full.2.The car rental company later submitted a duplicate payment on my behalf.3.Any refund for the duplicate charge should come from the rental company directly, not from Premium Parking.I forwarded this communication, along with all supporting documentation, to NU Car Rental. Despite this, they have refused to refund me the $105.00 and continue to insist I seek reimbursement from Premium Parking, despite being told in writing that they are the responsible party to issue the refund.I am requesting a full refund of $105.00 from NU Car Rental, as the charge is clearly a duplicate and unjustified. I have acted in good faith and provided all necessary evidence proving payment and correspondence from the parking authority.Supporting Evidence Includes:Screenshot of paid citation from Premium Parking Email from Premium Parking confirming the charge was paid ************************ between myself and the rental company Breakdown of duplicate charge made by the rental company I am filing this complaint with the BBB to resolve the matter fairly and professionally, as direct communication with the company has been unsuccessful.

    Business Response

    Date: 06/16/2025

    Thank you for bringing the parking violation fee issue to our attention.

    Please be advised that your case has already been forwarded to our Phoenix Affiliate for further assistance. Rest assured, we will provide you with an update promptly upon receiving their response.

    We apologize for the inconvenience this has caused.
  • Initial Complaint

    Date:04/19/2025

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I accepted an offer from ******* for a rental car combined with my flight. After the rental car company was disclosed I checked the ** website and ******** to see about any insurance requirements and based on both I bought the extra insurance through *******. When I arrived at NU they first insisted i buy a Sunpass but since i was not going on toll roads, and did not need it, I refused. I was then told ******* have to buy insurance. I provided them proof of my insurance and proof of the additional insurance. They said I could not rent the car unless I also bought their insurance. When i said no, I was told they would not let my family and I take their shuttle back to the airport since we were not customers, so i took their insurance and the car and called Expedia to let them know what happened and they were very nice but said beyond refunding the insurance they sold me, (which i was told by NU i still needed in addition to the ************* they could not help and i had to call NU. When I called NU they did not answer and did not have any way to leave a message or get in contact with any human. Luckily I have a massive audience of millions of people and plan to use my platform and reach to let as many people know about what I consider a bait and switch scam by Expedia and NU. And on a side note they did not return the deposit when they said they would and I imagine a battle for that as well, but stay tuned.
  • Initial Complaint

    Date:11/18/2024

    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.
    Reservation #**********NU I made the reservation and paid it with my US credit card. I put my brother in law as a driver, however, didn't find a place to add myself as a secondary ********* i stayed at the airport with the kids, while my brother-in-law took the van to the hotel to pick up the car, the lady said she could not let him get out of the parking lot without some sort of additional "insurance". My brother doesn't speak very good English and with me on the phone asked her to speak to me so I could explain the situation. She ********** us credit card has a rental car coverage and i wasn't expecting to have to add any additional ones. However, she wouldn't let my brother leave the facility without agreeing to charge his card $25/day for insurance.I have since Saturday tried to call several times and got hang up on all of the times.This information was never disclosed or I would haven't rented from you guys if i knew it would be this much problems. I made the reservation and paid it with my US credit card. I put my brother in law as a driver, however, didn't find a place to add myself as a secondary ********* i stayed at the airport with the kids, while my brother-in-law took the van to the hotel to pick up the car, the lady said she could not let him get out of the parking lot without some sort of additional "insurance". My brother doesn't speak very good English and with me on the phone asked her to speak to me so I could explain the situation. She ********** us credit card has a rental car coverage and i wasn't expecting to have to add any additional ones. However, she wouldn't let my brother leave the facility without agreeing to charge his card $25/day for insurance.I have since Saturday tried to call several times and got hang up on all of the times.This information was never disclosed or I would haven't rented from you guys if i knew it would be this much problems.

    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 insurance issue and the frustrations it has caused.


    Based on the Terms and Conditions of our LAX Affiliate (please see the link below), A valid drivers licence and a current credit card in his or her name are required. Also, The renter is responsible for all damage or loss to the rental vehicle. This responsibility may be reduced or eliminated, please inquire at our rental counter.


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


    Furthermore, since the Collision Damage Waiver was signed, the charge remains.

    Customer Answer

    Date: 11/26/2024

     
    Complaint: 22573609

    I am rejecting this response because: The company is misleading people with their online advertisement. Companies shouldn't be allowed to force renter to pay double the amount of the rent to get their liability insurance if one has been provided.

    Sincerely,

    ******* A. *****

    Business Response

    Date: 11/30/2024

    You might have your own coverage but the question is, does the renter have his own proof of insurance? Please be informed that the renter should meet the requirement before renting the vehicle. 


    And about the advertisement, did you mean your booking Source, Expedia? Because our website contains all the information.
  • Initial Complaint

    Date:11/18/2024

    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 I rented a car from this business on 10-19-24. They require a $300 hold . I said ok I return the rental on the 10-21-24 with no problems. Its been almost a month later and the deposit is still being held on my credit card. Ive emailed no reply Ive called no answer but 1 time and they gave me a number that was disconnected. I called while they were on the phone and they hung up. I called back 3 times after no answer.

    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 deposit issue and the frustrations it has caused.

    We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.

    Your concerns are taken seriously, and we would like to rectify the situation promptly. To better understand the specifics of your issue and work towards a resolution, we kindly ask you to provide us with the following:


    1. Signed Rental Agreement
    2. Final Invoice/Contract


    If you don't have these documents, please provide us with the following instead:

    1. Confirmation # ending in NU
    2. Pickup date/time
    3. Primary driver's name
  • Initial Complaint

    Date:11/02/2024

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On August 14th I purchased a Supplier's Choice car package from N Rental through ************* website. The rental was prepaid for $104.66 for October 28 - November 2 Pick-up time of noon 12:00PM. Confirmation #:6091187116NU. I was to fly into ******* on October 28th thru ***************. That flight was modified by Spirit to arrive on October 29th instead of original October 28th date. On Friday October 25th I contacted N Rental to provide them with an update on my prepaid rental letting them know that even though I paid for October 28th-November 2 I wouldn't be picking up until my new flight time of 7pm October 29th. The representative told me that they couldn't provide any reimbursement for the lost day of rental since it's a prepaid reservation but would make note that I was arriving at roughly 7pm on October 29th. When I arrived in ******* on October 29th N Rental said my reservation was no longer active even though they saw the note that I had called making them aware of my next day arrival. They told me that I needed to have arrive by noon that day in order to keep my reservation. I questioned the agent on why a prepaid reservation would be given away especially knowing my arrival. The agent got defensive telling me he would reinstate the reservation for $45. I asked why would I need to purchase a vehicle I had already paid for. He said my car was no longer there. I then stated my reservation was for "suppliers choice" and that any vehicle would suffice since there are several cars on the lot. The worker said the $45 is for a nicer vehicle than I would have gotten. I again stated I already paid for a vehicle, it is their fault they chose to double book a vehicle that was already rented. The worker said I had three choices, pay the $45 in addition to my already prepaid reservation, leave with no certainty of a refund since I booked through Priceline along with no vehicle, or choice three if I still continue to question the fee he would call the police.

    Business Response

    Date: 11/07/2024

    Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the car class issue and the frustrations it has caused.

    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 *** 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: 11/07/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    **** *******
  • 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 made a car reservation with Nu Car Rental via Expedia. I paid for it in full, non-refundable. When I arrived to pick up the car they wouldn't let me retrieve the car without paying for additional liability insurance, even though I already have liability insurance through my personal auto insurance. There had been no mention of this requirement in the booking emails from *******. After I returned the car they tried to withhold an additional $50 from my security deposit for a "tire patch." I pointed out the low tire pressure to the attendant when I picked the car up and he said it was fine. I also have photo documentation showing the low pressure. The company was non-responsive when I tried to address the issue.

    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 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.



    Before we send a follow-up to our Miami Affiliate, may we have proof that the tire has already an issue during the pickup? Please include the date and time.
  • Initial Complaint

    Date:10/04/2024

    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.
    I rented a car online with Nu. The total was a little over 100 dollars. They charged me for a 250 dollar deposit and then never released the deposit. The. They forced me to sign for insurance I didnt need because **************** covers my rental and I had full insurance.

    Business Response

    Date: 10/10/2024

    Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the deposit and extra coverage issues.

    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 so we can pull up the correct account.

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

    Date:09/02/2024

    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.
    Subject: Complaint Regarding Unethical Practices and Overcharging by Rental Company I am writing to file a formal complaint regarding my recent rental experience through your platform. I prepaid the rental amount without issue and opted out of additional insurance, as I have comprehensive coverage with my personal insurance provider.However, the rental company in ************, ***********, exhibited a troubling lack of integrity and honesty. Despite presenting proof of my full coverage, the staff misled me and pressured me into purchasing their unnecessary insurance. The representative at the airport was rude and indifferent, and the situation was handled in a highly unprofessional ********* a result, I was forced to pay over $400 for coverage that I did not need, along with several exorbitant fees. This exploitation occurred under the pretense of urgency, leaving me feeling taken advantage of. Such practices are not only unethical but also damage the reputation of the city and community.The vehicle was picked up on August 6, 2024, and dropped off on August 12, 2024. I believe this companys behavior warrants scrutiny, and I urge *********** to take action to address these concerns and prevent future occurrences.Thank you for your attention to this matter. I look forward to your response and hope for a resolution to this issue.

    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 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.


    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, may we have the following documents?


    1. Signed Rental Agreement
    2. Final Invoice/Contract


    If you don't have these files, please provide us with the following instead:
    1. Confirmation # ending in NU
    2. Pickup date/time
    3. Primary driver's name
  • Initial Complaint

    Date:07/25/2024

    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.
    Dear Better Business Bureau,I am writing to formally lodge a complaint against NU Car Rental for what I believe to be deceptive business practices.On 6/9/2024, I booked a rental car through Expedia with NU Car Rental for a total cost of $42.25. Upon arriving at the rental desk, I was informed of an upgrade fee, which I neither requested nor consented to. Despite my objections, I was forced to pay a total of $129.85.This additional fee was not disclosed to me at the time of booking, and I did not agree to any upgrades. The practice of adding unforeseen charges without prior consent is deceptive and misleading.I am seeking assistance from the Better Business Bureau to address this issue and to prevent such practices from affecting other consumers. I am also requesting a refund of the difference between the originally agreed-upon price and the final charge, which amounts to $87.60.I have copies of and can send over my booking confirmation and the receipt for the total charge. I appreciate your attention to this matter and look forward to your support in resolving this issue.Thank you for your consideration.Sincerely,

    Business Response

    Date: 07/30/2024

    Thank you for bringing the upgrade fee to our attention.


    First, i 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.


    We will forward your complaint to our LAX Affiliate to ensure your concern is addressed. We apologize for the inconvenience this has caused.

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