Complaints

This profile includes complaints for NP Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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NP Auto Group has 25 locations, listed below.

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• 

  NP Auto Group

  13900 Laurel Lakes Ave Ste 603 Laurel, MD 20707-5091

• 

  NP Auto Group

  109 Main St Laurel, MD 20707-4305

• 

  NP Auto Group

  22231 Three Notch Rd Lexington Park, MD 20653-2006

• 

  NP Auto Group

  951 N Frederick Ave Gaithersburg, MD 20879-3303

• 

  NP Auto Group

  1570 Rockville Pike Rockville, MD 20852-1602

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:06/05/2025

  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 May 12th I was supposed to get a car rental from Priceless car rental in *************. They took over an hour to pick me up at the airport. When I finally got to their place, they told me they do not accept my car insurance, ********, for their car rentals. In fact they told me that they had never heard of Hartford. They wanted me to pay $30 more each day of the rental for their insurance. That would have been more than the car rental price. This was something I heard them tell every other person in front of me also. I left without the car. No where on their site did I see that they dont except ******************* They refuse to refund my $118 back. I would like the money back. This place is a scam.,

  Business Response

  Date: 06/17/2025

  On the ******************** sites, there are terms and conditions disclosing all of our location's insurance parameters.  The location our client rented from has the following on their sites:  US residents must provide their own insurance id (DECLARATION PAGE), your policy needs to have a minimum liability of $50,000 and a collectible and transferred Insurance.
  We accept insurance from the following companies: **********, **************, *****, Progressive, All State, ****, Farmers, Travelers, Mapfre Nationwide.
  If you have your own insurance, you must provide your insurance DECLARATION PAGE, it must be printed within prior to the pickup of the vehicle. Alternatively, presenting the information in a mobile app (no emails or agent calls)  at the time of pickup is acceptable. This information must match the name, last name, and address of the main driver on the reservation. The insurance must include a minimum 50,000 USD liability coverage and provide full (collision and liability) coverage for the rental vehicle.

  If the client does not meet those requirements, then we try to provide coverage so the rental may continue.  If they refuse that coverage, the transaction cannot continue and the prepaid fees are thus forfeited.  There is no refund due on this transaciton.

• Initial Complaint

  Date:06/03/2025

  Type:Sales and Advertising 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.

  03/27/05. I returned the vehicle early and supposedly a refund was processed. It has been almost ten weeks and I haven't received it. I have made several calls and they keep telling me that its being processed to wait a week. This has been going on for the last 6 weeks. Now I call and they just hang up. I had made every effort and still no response.

  Business Response

  Date: 06/17/2025

  The location is aware that this client has a refund still due and in fact has issued it but for whatever reason, it did not post. The location will research that issue and reply directly to the client.  ***** ******, -NP Customer Care

  Customer Answer

  Date: 06/24/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23415746
  
  I am rejecting this response because:
  It has been 3 months.  A refund shouldn't take this long and I have called about 30 times, texted the store manager and also spoke to different people and nobody has returned my call or messages. I was hung up on a few times while talking to some of the people. I have no faith that someone is working on this or that the business cares. I don't understand,  I rented there before and if you plan on being in business long term  why risk losing your clients.
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/31/2025

  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.

  The car rental was prepaid. When we arrived to pick up, they tried to charge a $500 deposit and $228 for additional insurance. One driver had State Farm insurance, which they said they take, but would not because the reservation was not in that drivers name. They would not add the driver. Had to go to a reputable company to get a car. Shady place and shady people.

  Business Response

  Date: 06/16/2025

  Our locations have terms and conditions that are disclosed online prior to a customer booking the reservation.  The insurance must be in the name of the renter.  Changing at the counter is not allowed for a myriad of reasons including the integrity of the person who will REALLY drive versus what we are TOLD will happen when it is different than the reservation.  There is no remedy on this one and thus the prepaid fees are thus forfeited.  I am sorry for the stress and confusion of the situation.  ***** ****** - NP Auto Group Customer Care

  Customer Answer

  Date: 06/20/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23402766
  
  I am rejecting this response because:

  This company does a bait and switch on customers. Every customer in the business said the same thing and some of us left due to the ridiculousness. Customers returning cars said that the cars were trash and the company was horrible. Something needs to be done about this because they are frauding people. 
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/23/2025

  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 mother in law used this car rental place and booked a reservation . She was given rental price of $115 with insurance included upon arrival tried to get more money for insurance at an additional cost.

  Business Response

  Date: 05/28/2025

  The terms and conditions of rental are disclosed when you book the rental.  If you don't meet them, we have counter products that allow you to continue to rent the car when you would otherwise would have left with out transportation.  We made that possible, you signed the rental agreement for such and took the rental.  We have customers all of the time say they don't want to do that, and then we cancel the rental.  After that, we coach our customer to call the online travel agency they used through the email confirmation and we approve the refund.  We could have done that or continued with the rental which we did.  At that point, there is no adjustments necessary since we don't know which stipulations you did not meet.  ***** - ** Auto Customer Car

• Initial Complaint

  Date:05/22/2025

  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.

  I reserved my car rental through Expedia web site. I paid a head of time, I needed to go to my son's graduation in *******. I also asked was I booking through enterprise, NextCar said yes their a part of enterprise over the phone. When I got there I was told they don't take my insurance because it's only liability. I also paid for insurance through ******* but they didn't take that either. NextCar canceled my reservation and said they will refund me. I was also told to call expedia to see about my refund. Expedia is trying to charge me a $250 penalty for canceling my reservation and also NextCar.....that's $500. They owe me $570 something as it is. Every time I call expedia they hang up one or pretend to give me info about my refund then hang up. They hung up on me almost 17 times. I did the live chat which is hard to find, expedia make it where you can't even contact them barely. Live chat sent a email to NextCar. NextCar lied and said I refused the rental, but yet contradict themselves in the same emaby saying we don't take his insurance. ******* said I can't get a refund because of that. It was very clear that it wasn't my fault but yet I don't get my money back????

  Business Response

  Date: 05/28/2025

  ************** attached document with screenshot notes from the location on your rental.  The terms and conditions of rental are disclosed when you book the rental.  If you don't meet them, we have counter products that allow you to continue to rent the car when you would otherwise would have left with out transportation.  We made that possible, you signed the rental agreement for such and took the rental.  We have customers all of the time say they don't want to do that, and then we cancel the rental.  After that, we coach our customer to call the online travel agency they used through the email confirmation and we approve the refund.  If you didn't purchase the travel protection, they may not cancel.  I do not know why Expedia is not working with you.  We could have done that or continued with the rental which we did.  At that point, there is no adjustments necessary since we don't know which stipulations you did not meet and you chose to cancel.  ***** - ** Auto Customer Care

• Initial Complaint

  Date:05/16/2025

  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.

  Dates for rental car were 4-24-25 to 4-29-25 . They said we did not have the rt insurance but when we booked it, the lady told my wife we had everything we needed and nothing else was due!!! If we didn't get their insurance, we could not rent the car!! I was stuck in ******* with my family so I had to get the insurance!!! This place is a scam!!! Checked the reviews and out of about 4500, only about 2 of them had something nice to say, which I think it was thier family members writing it and they had to leave a review!! The amount was $180!!!

  Business Response

  Date: 05/28/2025

  Mr. ****:

  While many of your comments are unfounded, the fact is that the terms and conditions of rental are disclosed when you book the rental.  If you don't meet them, we have counter products that allow you to continue to rent the car when you would otherwise would have left with out transportation.  We made that possible, you signed the rental agreement for such and took the rental.  We have customers all of the time say they don't want to do that, and then we cancel the rental.  After that, we coach our customer to call the online travel agency they used through the email confirmation and we approve the refund.  We could have done that or continued with the rental which we did.  At that point, there is no adjustments necessary since we don't know which stipulations you did not meet.  ***** - ** Auto Customer Car

  Customer Answer

  Date: 06/09/2025

  Ths matter has not been  resolved!!!

• Initial Complaint

  Date:05/16/2025

  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 in ******** PR on 3/21/2025 and returned it on 3/24/2025. The rental car is holding a deposit for $250 claiming theyre looking into the matter. Its almost two months. I have spoken on the phone with customer service. Received emails from **** ****** understanding my frustration but no substance, no explanation as when or when but they are looking into the matter. Probably waiting for me to give up and forget.

  Business Response

  Date: 05/28/2025

  This location is working on your refund Mr. **** and I've escalated it to them just now.  Please contact me at ********************************** if you don't have results by Friday of this week.  *****.

• Initial Complaint

  Date:05/08/2025

  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.

  On October 20, 2024, I received an official email from Priceless Rent a Car confirming my vehicle reservation under confirmation number PRWEN10451910 and rental agreement number ******. The reservation was for an Oversize SUV (OFDN), scheduled to be picked up on December 26, 2024, at 9:00 a.m., and returned on January 3, 2025, at 9:00 p.m., at a total cost of CAD $676.60.Upon arriving at the rental location on December 26, I was informed that the vehicle was not available and that they had no other vehicles available to rent. As a temporary solution, I was loaned a small car to transport luggage and resolve urgent matters, but this was not the vehicle I had reserved or paid for.I returned the small car the next day, December 27, 2024, and was told by Priceless staff that I would not be charged at all due to the inconvenience and service failure. As a result of their inability to fulfill the contract, I was forced to rent a vehicle from another company, incurring additional unplanned expenses.Despite this, at the end of December, I discovered that Priceless charged my credit card the full amount of $676.60 CADfor a service they did not provide. I immediately began a dispute process, contacting both the franchise and corporate offices of Priceless. To date the local franchise has NOT responded, even after corporate franchise representatives efforts calls and emails.

  Business Response

  Date: 05/28/2025

  See attached where the location has refunded $758.23 CAD.  This will thus close this claim.

• Initial Complaint

  Date:05/08/2025

  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 went here to get a rental on the 4th of May and returned it yesterday the 7th as stated in the rental agreement. I am due a 350 deposit, but my issue is my card was charged again for a "smoking fee" at least that's what they told me when I called. The thing is I don't smoke. I tried speaking with the manager and the other representatives kept giving me the runaround about when he was in. I want my deposit, plus the extra ****** they took out of my account.

  Business Response

  Date: 05/09/2025

  I've contacted the location and spoke to the general manager (***) who has assured me the unit had been smoked in per their check in procedures.  No adjustments will be made to this transaction per our terms and conditions for rental on the agreement the client has sent.

  Customer Answer

  Date: 05/12/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23302893
  
  I am rejecting this response because:
  I do not smoke. The car was not smoked in. I cannot be around it due to my condition. And the fact that the manager stated that, but wouldn't take my phone calls or call me back when I left a message with the other employees twice on two different days with no call back is very unprofessional. Going off someone's word that won't even pick up the phone and talk to a customer is ridiculous and I would like to proceed forward with this because just stating that something smells like smoke is a broad statement to take someone's money.
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/06/2025

  Type:Customer Service 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 vechicle from priceless rental miami i have been calling serval time about my deposit of $250 which $150 was sent out my banks changed i have email them serval times giving them my new account number i have called serval times when i tell them my name and what im calling for im placed on hold no one never comes back to the phone

  Business Response

  Date: 05/09/2025

   

   

  Below is the email we sent Ms. ************ The location will call her today and get new card info to do the refund.  The attempt was already made (see card receipts for failed transactions) and no other contact was able to be made.  We want to rectify this and will work TODAY to get that done for our client.

  From:  Priceless Support <*******************************************************************>
  Sent:  Tue, Apr 29, 2025 at 12:00 pm
  To: Smallwoodb
  Cc:  ************************ Juanmcuadrado05, ***** *******
  4A15D0AA97D04F25B81070CA3F4CAAA3.jpeg (21.2 KB)
  Dear *******,
  Thank you for your follow-up regarding Ms. ****** *****.
  We have reviewed her case, and unfortunately, we have not been able to process the deposit refund because the card on file appears to be restricted or blocked. Please find the attached receipts for reference.
  We kindly ask that Ms. ***** contact her bank or provide an alternative payment method if possible, so we can proceed accordingly.
  Best regards,
  ******** *******
  -----------------------------------------------------------------------------------------------------------------------
  Added by ******* ********* ************************************* on 04/29/2025 12:49 PM