Complaints

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:10/15/2024

  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.

  On 10/6/2024 I rented a car from **********. When I got there they ask me if I wanted to enroll in the Sunpass program which is the same thing like the Ezpass I have through the state of ************. Which is for tolls. I informed them I brought my Ezpass from ************ which I will be using. The customer *** let me know that my Ezpass will not work on thier vehicles. I found it very strange because I rented fron other car rentals and it worked fine. He let me know if I pass a toll and get a ticket it would be $35. He put my back against the wall. NU force me to get thier toll pass and it cost me $114 for the week. Never the less this transaction occur during hurricane ****** when I was in *******. Governor ******** halted all tolls due to the hurricane for the week. I questioned them when I returned the vehicle and I was informed to call the number on the contract. I call and once again they have me a BS excuse. This is a big scam for them. If I went through a till twice which was no more than two dollars and they charged me all that money. Who in the world pays tolls like this in a week. Thanks you ***** *******

  Business Response

  Date: 10/17/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the toll fee and the frustrations it has caused.
  
  We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your complaint has been forwarded to our MCO 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: 10/21/2024

   
  Complaint: 22426322
  
  I am rejecting this response because:
  

  Consumer

  Most Recent Message

  Date Sent: 10/17/2024 5:09:22 PM
  Not only I feel this a scam. Like I said. I got the car the same day that Governor suspended all tolls in ********  I let them know that and they still charged me. 

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

  Business Response

  Date: 11/12/2024

  We understand your frustration. However, our MCO Affiliate won't refund the toll. Please see their response below.
  
  
  "Hello, attached is the signed rental agreement. ****** was aware you cannot use your personal transponder. Renter opted to add the toll pass. Service is rendered. "

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22426322
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 11/12/2024 1:59:08 PM
  The main issue is this. Besides they're ripping customers off with there outrageous charge. It's the fact I was there on the October 6 through October 13th. On the first day I got there the Governor ******** announced and it was all over. Due to  Hurricane ****** was going to hit. SUSPENDED ALL TOLLS!  So why should I be charged!?

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

  Business Response

  Date: 11/25/2024

  We understand your frustration.
  
  
  We will ask our MCO Affiliate to check the Governor's announcement about tolls. We do apologize for the inconvenience.

• Initial Complaint

  Date:10/15/2024

  Type:Customer Service 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.

  I rented a car from NU from Thursday 10th to Sunday the 13th. When I was finalizing everything I was toldI which one would I like the $33 or $66 protective car insurance. I asked him so you guys forced us to get this insurance even if I have my personal car insurance. He stated yes. I also asked him is that would be $33 day or total. His exact word was that would be total. I now see a charged on my credit card for over $160.00 dollars. I don't know why I am being charged this amount, but let me mention that if I don't get my full amount put back on my card, then not only will I report them to BBB, but I am going to do something else that no one else is doing which I suggest everyone do, I am going to report them to the State Attorneys and I PROMISE YOU I will begin the process of filing lawsuit paper to sue them.I have all of my supporting documents and all my proof needed I am not playing around with this at all. I have absolutely no tolerance when someone trying to scam me. I suggest that everyone that is or have had any problems with NU car rental, then report them immediately. The more complaints then they will get involved and do something about this company

  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.
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, may you please verify if you were able to present a copy of the Declaration Page (showing the list of coverage) during the pickup? If yes, please send the copy to us for further investigation.

  Customer Answer

  Date: 10/21/2024

   
  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.

   

  Consumer

  Most Recent Message

  Date Sent: 10/18/2024 6:06:41 PM
  I have reached out to one of the managers at NU. They have agreed to reimburse me the money that I have asks for. I will keep monitoring it until it is dropped from my credit card. Please tell NU that this matter has been resolved and the case is closed upon receiving full payment as stated. Also, please let them know that I really appreciated the prompt resolution . I would like to take the time to say thank you to BBB as well .

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

• Initial Complaint

  Date:10/15/2024

  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.

  Booked a car rental through Priceline for a minivan for our family vacation August 28th - September 3rd. Confirmation #:6091182193NU When at the check in desk we were asked if we would like to pay a daily fee for the toll pass. We declined and explained we would not be using the car to travel much during our vacation. We were told we would be changed a large fee if the car went through a toll. We said we understood and this wouldnt be a problem. We returned the car on September 3rd as expected. On September 16th a couple of weeks later we got a charge of $36.63 on my husbands credit card from NuCar. My husband contacted the company and asked what the charge was for. They claimed that they had a photo of my husband driving the minivan through the toll at a specific time and date. This claim was false as the car was not driven anywhere but to the resort pool the day they were claiming. Today, October 15th, over a month after the vacation, we got another charge on the credit card from the car rental company for $85.

  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.
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your complaint will be forwarded to our MCO 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.

  Business Response

  Date: 10/18/2024

  The customer was offered the option of prepaid tolls but chose to decline. She was informed that if any tolls were incurred, she would be responsible for paying them, along with an additional fee for any toll violations received. It's even confirmed in the email that she was warned. Attached you will see the toll passed by the customer without them paying.   
  

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22423168
  
  I am rejecting this response because:

  the dates provided on the sheet range from before we were even in *******  we didnt get to ******* until the 28th  also, we did not in any way shape of form drive the car at the times listed or as much as listed there  there is something under handed going on here  

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

  Business Response

  Date: 11/11/2024

  Based on the attached file (Toll), you were able to pass a toll dated August ******* to September 1, 2024. We do apologize but the charges remain.

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22423168
  
  I am rejecting this response because:
  This was not us. 
  please get photos of any of the time stamps you sent to us. Your transponder has been cloned. 
  I have photos of us out to eat in a completely different area which are time stamped at some of the times you are saying we were driving. We never even headed toward the beach. We literally stayed at the ********************* the ENTIRE time we were on vacation. 

  Im sorry but those time stamps are lies, either y know this and usually get away with making false claims or you might want to start talking to your employees  because someone is clearly using the transponder to get into work and back, just look at the pattern of times listed.

  I would appreciate you not sending me more fabricated time stamps - I would like to see photos from these check points  because it wasnt us  

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

  Business Response

  Date: 11/24/2024

  May we know if you have any proof that you did not pass through these tolls?

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22423168
  
  I am rejecting this response because:

  I have attached to photos of the vehicle taken on the morning we dropped it off, the second photo shows the number of miles we drove the vehicle during the time we had it.

  on receiving the vehicle, per your own invoice, the mileage on the odometer on 8/28 was at *****.
  When the vehicle was returned to you on 9/3 it was ***** - check the photo I sent to you. which apple time stamps so you should be able to verify that  

  So we drove a total of 100 miles in 6 days. Those 100 miles include to check in at the  ********************* which is 22 miles away  and then to drop the vehicle back off to you on the 3rd which is a total of 44 miles. Leaving us 56 miles of traveling during the rest of our vacation.

  According to your pass record we went to ************* several times. ************* is 74 miles away from your rental facility one way and 79 miles away from **************. Not to mention the multiple other locations you are accusing us of traveling to.

  The odometer does not lie. It would be impossible for that vehicle to travel all those trips and only have 100 miles clocked on the odometer.

  so please kindly stop wasting my time and your own. Stop playing games, the dishonesty your company is showing is beyond comprehension at this point. 
  

  I have now given you the physical evidence you requested, I would very much appreciate the refund that we deserve.

  Before we have to take this any further, which we will do.

   

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

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22423168
  
  I am rejecting this response because:
  
  I sent you the proof. the odometer doesnt lie. Please issue a refund. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/10/2024

  Here's the response that we received from our MCO Affiliate.
  
  
  "Hello, only one transponder is connected to each license plate, we have sent the customer the toll transaction sent from the state of *******, there is nothing else we can do at this time."
  

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/21 we reserved a minivan with Priceline for ****** and upon arrival on 7/27 at Nu Car Rental *******, there was no minivan there. They gave me a full sized SUV and verbally promised me there would be no uncharge. In turn, they gave me a $600 uncharge on 8/2 to my credit card. I emailed their office, the they have been giving me the run around. I filed a dispute with my credit card company. If you read the reviews below, this has occurred to several others. This company need to be held accountable. This business needs to be shut down!They need to refund me the $600 back to my original ****** reservation.

  Business Response

  Date: 08/12/2024

  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. Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your case has been forwarded to our MCO Affiliate. Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right. Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.

• Initial Complaint

  Date:08/02/2024

  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.

  This company is unethical and tries to charge for tolls even when the consumer state that they dont want it. They also charge an unusually large amount for security deposit. They dont inform you that they dont allow their vehicles to be driven out of state until theyve taken your booking fee which they refuse to refund.

  Business Response

  Date: 08/07/2024

  Thank you for bringing the security deposit and mileage restriction issues 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

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22081061
  
  I am rejecting this response because:

  Business request additional information regarding complaint. Information is attached. This business cost me to lose a days work as I am a travel nurse and I was renting the car to drive to ******* to start working, which I was late for by a day because I was not able to rent the vehicle at that time. My trip had to be postponed for the following day. 

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

  Business Response

  Date: 08/12/2024

  We understand your frustration.
  
  
  However, there is no attachment to this platform. Please send your rental details to us.

• Initial Complaint

  Date:07/09/2024

  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.

  In June 2024 I made an online reservation to pick up a car at **************************** on June 25 and drop off on July 2. The vehicle was a ***** Blazer (or equivalent) and the price that I paid by credit card on the day of the reservation was $677.33. When I arrived at the ** Rental location I was informed that the car I rented would not physically make it to *********, ** because it was a difficult place to get to. We were given a Dodge Durango. I was then charged an additional $2,042. 56. The employee lied to me. The car would have made it to *********. I feel violated and scammed. The young woman scammed me into the *******. I don't mind paying the $677 but I don't feel that I should be charged an extra $2000 for a car that is only slightly bigger. MORE THAN THAT...she lied about being able to get the slightly smaller SUV to *********.

  Business Response

  Date: 07/12/2024

  Thank you for bringing the upgrade fee 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 will coordinate now with our Denver ********* to ensure your concern is addressed. We apologize for the inconvenience this has caused.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21961904
  
  I am rejecting this response because: your representative told us that the Blazer would not make it to ********* and that we needed the bigger car and charges us an additional $2,042 above the $677 we had already paid. The Blazer would absolutey have made it to *********. I want the $2000 refunded.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/17/2024

  We understand your frustration.
  
  
  However, based on the attached rental documents, you agreed to sign up for the upgrade that cost $1,050 (before tax). It was also shown that you purchase the following:
  
  
  1. Prepaid Fuel
  2. Additional Driver
  3. Loss Damage Waiver
  
  
  We do apologize but the charges remain.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21961904
  
  I am rejecting this response because: I appreciate the detail provided. As a result of the information, I would like the cost of the upgrade ($1,050) refunded. I did not want or need an upgrade but was told that the car I had selected and paid for would not get me to *********. I would come to find out that was a lie. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/29/2024

  We understand that you need a refund for the upgrade.
  
  
  We will send a follow-up to our Supplier since this is a counter charge. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

• Initial Complaint

  Date:06/24/2024

  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.

  We rented from this company and we were told we would get our $200 deposit back but they charged us fir a Damage Waiver of $174.93 that we did not agree to. They do not let you see the contract and scammed out of money

  Business Response

  Date: 06/27/2024

  Thank you for bringing the Damage Waiver fee 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

• Initial Complaint

  Date:06/16/2024

  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.

  Upon picking up the pre-paid car rental, ******* in the ************** location repeatedly lied about the various upcharges and what they were for. He talked in circles about fuel, tolls, and told me the things I was initialing for insurance was confirming what I already selected and paid for online. This was not the case and my rental went from $213 to over $600. Reading ****** reviews you can see this is a continuous problem, specifically in this location.

  Business Response

  Date: 06/21/2024

  Thank you for bringing the extra fees 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 will be forwarded to our Denver ***************** ensure your concern is addressed. We apologize for the inconvenience this has caused.

  Business Response

  Date: 06/25/2024

  Based on the attached Signed Rental Agreement, you agreed to purchase the following:
  
  
  1. LOSS DAMAGE WAIVER (LDW)
  2. SUPPLEMENTAL LIABILITY INSURANCE (SLI
  3. ROADSIDE SERVICE PLAN (RSP)
  4. PERSONAL ACCIDENT COVERAGE & EFFECTS INSURANCE. (PAC/PAI/PEC)
  
  
  We do apologize but the charges stand.

  Business Response

  Date: 06/25/2024

  More Information Received:

  from: ************************************** on 6/25/2024

  Relay Message

  Mark as Reviewed

  Sent Via:	Email (ODR)
  From:	Customer Service
  From Email:	Customer Service
  To:	BBB Serving ***************
  Subject:	More Information
  Date Sent:	6/25/2024 1:21:31 PM
  Date Read:	6/25/2024 1:52:22 PM
  Attachments:	DrInvoice_DEN-217591.pdf (Add to Library) (Manage File) DP__0664.pdf (Add to Library) (Manage File) Print Agreement-DEN-217591.pdf (Add to Library) (Manage File)

  
  
  

  Based on the attached Signed Rental Agreement, you agreed to purchase the following:
  
  
  1. LOSS DAMAGE WAIVER (LDW)
  2. SUPPLEMENTAL LIABILITY INSURANCE (SLI
  3. ROADSIDE SERVICE PLAN (RSP)
  4. PERSONAL ACCIDENT COVERAGE & EFFECTS INSURANCE. (PAC/PAI/PEC)
  
  
  We do apologize but the charges stand.

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from 06/09 to 06/11. I was charged a $350 refundable security deposit at the time of rental. I returned the car with no new damage, which was verified by the person who checked it in. A few hours later when they finally emailed my receipt, it showed amount of security deposit returned as $0. I have reached out three times via a portal they provided. Each time they close the ticket without responding. I have no idea why they are not refunding the security deposit and I have had no communication back from them.

  Business Response

  Date: 06/20/2024

  Thank you for bringing the security deposit 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.
  
  
  We will coordinate now with our Charlotte ********* to ensure your concern is addressed. We apologize for the inconvenience this has caused.

• Initial Complaint

  Date:05/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Nu Rentals on 5/25/2024 in ************** and 1 day and asked the rental customer service personal what will happen if I am late. She said I will be charged on hourly basis up to a certain time and then after that threshold a full day. On returning the car, based on that understanding, I went in to speak with her. She was not around and I spoke with the manager. He said I must have fabricated the story. He went inside to replay the **** recording for about 30mins and came back to say he did not see such conversation. This is clearly not true. The said conversation happened and if the manager is being honest that he did review the **** he would have heard the agent clearly state that. I worked on that assumption that I will be charged a pro-rated amount or at worst the same amount for an additional day. Instead, I was charged 600% increase on what I paid because it was what they had on the small print. I am not as hurt about the 600% fees and the stain on my integrity to be told that I 'fabricated a conversation that never happened'. This is a business that does not respect its customers, have no regard for integrity, and has questionable business practices. It would have been more economical for me if the agent had pointed out that it was 600% more for an additional day versus paying for 2 days.

  Business Response

  Date: 06/04/2024

  Thank you for bringing the additional charge 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.
  
  
  Based on the attached Final Invoice, you were only charged $60 for returning the car late plus the ******************** We understand how frustrating this might be but the rental contract wherein you signed the paper contains the rate of the additional charges. We do apologize but the charge remains.