Car Rentals
Nu Car RentalThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/24/2025
Type:Product IssuesStatus: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.
I purchased a package flight and rental car from ************* and the car rental was through NU Car rental agency in *************** and pre paid the full amount for the rental at the time of the reservation as non-refundable. When I went to pick up the car they charged me additional $270.59 for loss of use coverage for which I have coverage through my ***** ****** card. As long as the rental is paid with the ***** ****** card the rental is automatically covered for loss of use coverage. I also gave them my Geico policy for the rest of the coverage and they refused to accept it. No other car rental company has ever charged me that. I need e refund of $270.59 because that charge is a pure rip off. The coverage shown on the photo attached is from the chase ********Business Response
Date: 07/17/2025
Thank you for bringing the extra coverage issue to our attention.
Please be advised that we will coordinate with our Fort Lauderdale Affiliate to further assist.
Rest assured, we will provide you with an update promptly upon receiving their response.Customer Answer
Date: 07/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *****Initial Complaint
Date:06/24/2025
Type:Service or Repair IssuesStatus: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.
Car rental was purchased through *************. I paid for vehicle online. When I attempted to get the vehicle from the rental car facility, they are forcing me to get additional insurance despite trying to decline it. I have full coverage insurance never heard of "loss of insurance coverage." They are scamming people by making up these unheard of insurance. They wouldn't/ couldn't refund me. Left without a vehicle for my vacation.Business Response
Date: 07/21/2025
Thank you for bringing the extra insurance issue to our attention.
Your complaint has been forwarded to our Fort Lauderdale Affiliate to verify this matter. On the other hand, please contact your booking Source, Priceline for the refund. We did not charge you for the booking since it was canceled.Customer Answer
Date: 07/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ********Initial Complaint
Date:05/26/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I rented a car from May 23rd 2025 to May 26th 2025. I have my own **************************** with ******** and declined their insurance. The contract acknowledges my declining it. They still charged me an optional partial damage waiver for $47.97 They pushed on me a coverage called loss of use citing that I didn't have it with AllState. AllState and none of the other major car insurance companies offer this coverage. They claim it's required by their company but the contract lists this under optional charges.Business Response
Date: 06/03/2025
We offer our sincerest apologies for the inconvenience and frustration experienced during your rental process especially for the extra coverage fee.
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 of great importance to us, and we are eager to address the situation promptly. With this, your complaint has been forwarded to our Fort Lauderdale Affiliate.
We sincerely apologize for the inconvenience you have encountered. Your satisfaction is our highest priority, and we are dedicated to rectifying this matter.
Thank you for bringing this issue to our attention. We look forward to the opportunity to restore your trust in the future.Initial Complaint
Date:04/25/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This place is a bait and switch situation. Not only myself but all their other customers and being scammed. The day I went to get my rental other customers had even called the police to make a report. I have two videos of the same. Phone number were collected to file a class A lawsuit against this place. I have never seen something this wild at a car rental establishment. I have the recording of even them saying that cancel my reservations. I wouldnt let Priceline know that it was canceled in the rental wasnt picked up. They have not done so therefore I havent been able to get my refund. This was on April 15th. I have made several phone calls to Priceline and cant get a hold of anyone at this company since that day and either can I. I then found a email and have a Ticket ID: ******* for them trying to get a response back and still havent heard from this company. Im wanting the company to do what they said they were going to do. They need to contact Priceline and I that they canceled the reservation and the rental car was never picked up or used so I can get my money back. This is theft of service at this current time since they have collected money and failed to provide service. I also wanted to make this report to the BBB can help people from further scams and theft from this company.Initial Complaint
Date:03/19/2025
Type:Service or Repair IssuesStatus: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.
On 2/23/25 to 2/26/25, my friend and I rented a car from the Nu fort lauterdale car rental location. At the time of rental they tacked on additional charges to our fully paid rental. When I went to discuss this with them when the vehicle was returned the customer service agent said they were unable to help and we would have to call their customer service number. Ive tried on multiple occasions to contact their customer support at both ************** and ************ but the line only responds with a message to leave a message and then voicemail is full. I believe they are intentionally misleading consumers and skirting their responsibilities.Initial Complaint
Date:02/27/2025
Type:Service or Repair IssuesStatus: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 used my credit card for a security deposit on a pre paid rental car. I initialed my contract and declined all optional products offered by the car rental company. They charged my credit card for loss of use coverage and refused to refund my money. I had full coverage which covered the rental car. They accepted my documents but charged me stating it was a mandatory requirement. However, my contract listed it as an optional product. They refuse to give my money back. There were other customers having issues as well. I ******* this place and these practices of charging customers for items not in the contract are happening for years. Nobody is stopping them. Criminals !Initial Complaint
Date:02/26/2025
Type:Service or Repair IssuesStatus: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 rented a vehicle through Expedia which nu car rental was the company. When I went to pick up vehicle. I told them I did not need the insurance as my own insurance covered my rental. I supplied them with my insurance and account number. As I have done with every other car rental and never had an issue.. When we were finishing up paperwork the sales rep. **** this the deposit you are putting down and this is how much for your insurance. He tried very slyly putting it in. So I said hold on a minute I told you I dont need insurance as Im already covered. He said that is our policy and if youre not happy with it we will bring you back to airport and you can try to get your money back from *******. So you basically have no other choice at that moment but to sign and take it. I called there corporate number many times and only was able to get through once at which point I was told the manager of the *************** location would get back to me. Which never happened. After returning vehicle in a shuttle with 3 other couples all complaining about how shady there experience was with this company.Initial Complaint
Date:02/11/2025
Type:Service or Repair IssuesStatus: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.
Terrible experience. They have affordable prices online (through Travelocity or something comparable), and then they force you to buy insurance falsely claiming that your insurance does not cover loss of use of the vehicle and it is not sufficient for them to rent to you. No other car companies do this in the *************.Initial Complaint
Date:01/04/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Rented a car from NU Car Rentals in ***************, **. Waited a bit of time before I was picked up, but the least of my issue with them. I rent cars all the time, I travel quite a bit but have never encountered such poor service and scam. I was asked if I wanted to insure the rental, I declined and was asked whom was my aute insurance, I gave them my insurance information and was told that my insurance did not cover full auto replacement, I advised the gentleman that I travel all of the time and have never had any issues. I also mentioned that my credit card also provides protection in case of any issues. I was told that the purchase was mandatory and if i decline it that I will not get my deposit returned. My insurance is ****************, never had any issues.I was traveling to attend my father's funeral services. I feel as thought I was taken advantage of. Also the rental has a message on the dashboard stating that it service is needed and to contact the dealer. This is disgraceful, I booked via Priceline. I would like to be refunded for the insure purchase that i was forced to buy or risk losing my deposit and not have a car to use to attend the services.Business Response
Date: 01/13/2025
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. With this, your case has been forwarded to our Fort Lauderdale 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: 01/13/2025
Complaint: 22768073
I am rejecting this response because: I received an email from their corporate office and gave them an opportunity to do the right thing. They responded via their portal, please see their response below;Unfortunately, as this charge is non-refundable, we are unable to offer a refund. We sincerely apologize for any inconvenience this may cause.
If you need any other information, please don't hesitate to reach out to us at any time.
Sincerely,
**
N Car Rentals
Toll Free (US) **************
International **************
*************************************I think their response to you is just "lip-service" and insincere.
Sincerely,
******* *****Business Response
Date: 01/22/2025
Please see the response that we received from our Fort **********************************identifyelement="507">
Thank you for reaching out and bringing these concerns to our attention.
Our records indicate that the clients personal insurance was accepted at the counter. However, the agent was unable to confirm that the clients policy included the required loss of use coverage for car rentals, which is a coverage we require for the rental. Due to this, the Partial Damage Waiver (PDW) was added to the rental agreement. The client reviewed and signed the rental contract, which acknowledges and accepts the charges outlined therein.
Regarding the condition of the vehicle, we have no record of the client reporting any issues during the rental period. Had the client communicated concerns about the vehicle, our team would have immediately offered a replacement to ensure their comfort and satisfaction.
We understand the importance of providing a positive rental experience and sincerely regret that the clients expectations were not met. Please rest assured that we take feedback seriously and will use this opportunity to improve our processes and service
We do apologize but the charge remains.Customer Answer
Date: 01/22/2025
Complaint: 22768073
I am rejecting this response because: The agent is not being transparent, the agent stated that my auto policy did not offer the required coverage, I either purchase their coverage or not accept the rental and lose my deposit. After the agent charged me for the coverage, that was not necessary, I signed it, "Dispute", the agent's attitude was "take it or leave it".I was in town for my father's funeral services and was not in the frame of mind for looking at alternative rental agencies, and risk losing my deposit.
They need to make this right and credit back the transaction!
Sincerely,
******* *****Initial Complaint
Date:01/01/2025
Type:Service or Repair IssuesStatus: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 at NU car Rentals for two days Dec ***** through Expedia and Expedia charged me $100. When I picked up the car at NU car Rentals, a gentleman at the office asked me to buy car insurance. I showed him my credit card company and my own car insurance policy covering the car rental in ***, he said Florida law required car renters to buy separate rent car insurance, even if their credit card company or own car insurance policy cover the rent car insurance. As a result, I was forced to pay $74.79 rent car insurance. Today I talked to Florida government and was told Florida does not require car renters to buy additional insurance from the rental company if their auto insurance or credit card already covers the rental car. Besides, a friend of mine rented a car in ***** yesterday and was not forced to buy unnecessary rent car insurance. Therefore, I request that they refund me $74.79, the unnecessary rent car insurance I was forced into my credit card.I occurred 4 toll violations during the first 11 minutes period I drove on Dec 24, and I had no other violation. ***************** told me "the toll violation charge is $25 per day for using a managed lane without a ******* or other accepted transponder. Therefore, they should charge me $25, but they charged me $100 instead. I request $75 refund into my credit card.Inn summary, NU Car Rentals charged me $276.88, among which I should have paid $125 including $100 car rent paid through Expedia and $25 for toll violation on Dec 24, and $151.88 should be refunded to me because $74.79 was unnecessary forced car insurance charge and $77.09 was the over charge to the toll violation charge.Business Response
Date: 01/09/2025
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the extra coverage and the toll fees 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. With this, your concern has been forwarded to our Fort Lauderdale 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: 01/21/2025
Complaint: 22754517
I am rejecting this response because:Their response only says they will do further investigation without any reimbursement.
If they wanted to force me paying $74.79 unnecessary insurance premium for the coverage I had already had through my own insurance policy and if they also wanted to force me paying excessive 300% or $77 more toll fee than Florida government implemented, they should have told me upfront when I booked the un-refundable car renting on Nov 16. Since they did not disclose on Nov 16, the agreements they forced me to sign on Dec 23 was not valid. They should refund me $151.79 (74.79+77) unfair charge.
Sincerely,
Zhende Qu
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