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:04/06/2025

  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.

  On Sat April 5th 2025 I ******* ******** partook in a purchase of a rental car at NU car rental. I purchased a rental car with insurance through *******. There were two separate transactions and two separate itinerary numbers. One for NU car rental and one for the car insurance. Upon Arrival on Sun April 6th 2025, after speaking with a clerk we were not able to get a vehicle because of there policy and requested a refund. They denied a refund and said to contact *******. I called ******* and spoke to a manager who provided me with guidance of the the billing and whom has to reimburse me with what. ******* had to reimburse me for car insurance and NU rentall car had to reimburse me for the car rental because they received the money directly. Once I called NU car rental back they refused to reimburse me and demanded I just pay for their insurance.I requested a refund once more and they hung up on me.

• Initial Complaint

  Date:03/03/2025

  Type:Sales and Advertising 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 used *********** to reserve a rental vehicle while staying in Puerto Rico ************** #**********NU). On arrival at Easeway, I was advised that I selected the wrong rental dates. The facility informed me that they are unable to cancel the transaction and I was informed to contact their customer service number. I spoke with a customer service representative over the phone who informed me of the option of a one-time courtesy refund so long as I agreed to a $25 administrative fee. I agreed with this and was informed to email their customer service department who would process the refund transaction. To date, I only received a confirmation email with my request for refund and nothing more. I feel as though I was scammed and paid for two (2) ************************* the end, I did rent a vehicle from Easeway for the correct dates and would like to receive the one-time courtesy refund I am do as promised by the customer service representative on Friday, February 28th.

  Customer Answer

  Date: 03/13/2025

  Good Afternoon.

  The matter was rectified with the business issuing me the refund as promised. No additional action is needed. Please close out the case.

• Initial Complaint

  Date:01/23/2025

  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 Jan. 20, 2025, I rented a compact car ******** Accent or similar) from Nu Car in ********, Puerto ***** for my wife, **** B. ***** (the rental was in her name). I rented the car through Expedia with a Nu Car confirmation number of **********NU. The rental was for 1:00 PM, 1/20/25 1:00 PM 1/27/25, the rental fee of $154.08 was prepaid with a ********** with its last 4 digits as 9209. I arrived around 12:40 PM, 1/20/2025, but due to the lines, we were not able to approach the desk until shortly after 1 PM.The clerk asked for our documents (drivers license, insurance, etc.) which we produced. At that point, the clerk informed us that Nu Car would not accept the insurance and that we would have to pay an additional $190 for ****************** The insurance policy that we produced was a car rental insurance policy which we bought through ******* at the time of the rental. There was no indication at the point of sale (***********) that Nu Car would not accept that insurance. The Expedia site does state that there may be a local mandatory insurance requirement and refers to the insurance details. However, the insurance details do not indicate that other, ******************** would not be accepted, only the types of coverage offered through Nu Car. The information given on this web site is stated as having been provided by the car hire company. Based on the information provided on that site, a reasonable person would not expect an adequate car rental policy from outside of Nu Car to be refused.I refused to purchase additional, unnecessary insurance; the clerk said that the car could not be rented without buying the ***************** I requested a refund of the pre-paid amount. She refused saying that it was not refundable. It was Nu Cars decision to not rent the car to my wife so I feel that, under this circumstance, Nu Car should refund the rental fee. Based on reviews of others, this appears to be typical practice for this company.

  Customer Answer

  Date: 01/24/2025

  I would like to report that I have received a full refund.  The problem should now be considered resolved and the case closed.  No further action on your part is needed or requested.  I thank you for your service.

• Initial Complaint

  Date:11/11/2024

  Type:Product 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.

  Booked through ********** for pickup of vehicle on 11/03/2024 with return on 11/10/2024. Charges were agreed upon for total of $80.55. Easeway/NU as of 11/11/2024 has still charged me $150.58. Receipt from drop off of rental shows my total charges should only be $88.10. Company attempted to charge $231.13 total for undisclosed fees and add-ons that I did not agree to and/or that was covered by my insurance. Here is my detailed review: First, their recording about shuttle service wasnt correct and needs to be changed to direct people to call to request a pickup. Second, I understand sales and trying to add on packages, but this was deceitful and lacked all transparency. Add-ons should be my option to decline. Ive rented from three other services on the island multiple times. I decided to give NU/******* a chance based on other reviews, but they tried to triple the cost of my booking with unnecessary fees. Total scam artist and doing it with a smile on their faces. Only after expressing my displeasure, proving what my insurance would cover with my declaration page, and calling them out on their bad business practices, was I offered the original cost of my reservation. Then upon returning the vehicle, they charged me an extra $10 for early return because they cant rent the vehicle for a day that I already and still paid for. And finally, they lied about holding a deposit of $500. I expected that it was a lie, but why cant you just be honest? Will NEVER do business with them again. I highly recommend SIXT, Hertz, Enterprise or any other reputable service that is upfront about what you will be charged.

  Customer Answer

  Date: 11/13/2024

  I have been able to receive a full refund of the charges thanks to reaction to my complaint. ******/************* executive relations stepped in to provide a refund of their charges as well as the contacting the local business for follow up on reviews and the BBB complaint. 

• Initial Complaint

  Date:10/24/2024

  Type:Product 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 rented a car from NU Car rental and they haven't refunded me my deposit i contacted THE COMPANY AND THEY TOLD ME ******* HAS TO RELEASE THE FUNDS AND MY BANK TOLD ME THAT IS NOT THE **** I HAVE EVIDENCE FROM MY STATEMENT THEY TOOK MONEY OUT.

• Initial Complaint

  Date:09/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a cash deposit via debit card of $429.19 for a car rental through easeway/nucar auto rental. The rental was from 8/6/2024 to 8/16/2024. After a successful return of vehicle, with no additional damage recorded on file, I was due a full refund of the deposit, which I never received. The office at ********************************************* **** claims that the deposit was released, even including an alleged deposit number; but no funds entered my account. I provided the rental company with screenshots of my transaction history as well as the bank statement for the entire month of August, with no deposit record in sight. It's been 10 days since our last exchange, and so I've decided to begin this process to obtain a solution. Easeway/nucar have failed to issue a refund and have failed to issue proof of said refund as requested. All they provide is a transaction number which doesn't show anything about a deposit refund. I am requesting a full refund of deposit and to honor contract policy. They are in breach of contract and have opened themselves up for litigation. Account #*******

• Initial Complaint

  Date:08/11/2024

  Type:Product 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.

  The company does not accept the ************************** They claimed that PR does not accept this insurance. While a few weeks ago, I rented a car from another company called ALLIED Car rental and they recognized the car insurance. This is the type pf insurance that we get when we rent car through Priceline or ************************ (RentaCarCover.com) is recognized throughout the world including the **.

• Initial Complaint

  Date:08/07/2024

  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 was charged ******. After purchasing insurance from price line. After showing them my insurance declaration from Gieco with full insurance and after using my **************** all which covered me in case of any issues. They confirmed Id be good and covered. When I returned the vehicle to them I asked about the bill they said that it was as agreed but it wasnt. They lied said I would only have to pay for ez-toll pass. 64 dollars. I want my ****** back.

• Initial Complaint

  Date:11/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: 20780218
  
  I am rejecting this response because: see attachment
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/26/2023

  Thank you for bringing this to our attention.
  
  
  As for the damage fee, may we have the following so we can further investigate with our Puerto Rico ******************* 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. Primary driver's name

  Business Response

  Date: 10/27/2023

  We understand your frustration. However, our Puerto Rico ********* has already provided an itemized bill for the repair cost. We do apologize but this needs to be settled with your ******************

  Customer Answer

  Date: 11/01/2023

  As I mentioned on the phone, I rented a car last month in Aqaudilla, Puerto **** from Nu Car Rental on Thursday 9/14/23 and dropped it off again on Monday 9/25/23. My rental details said Nu Car and the sign on the building said Nu Car but the actual company name was ****** (not Nu Car). The business name and address are as follows:Easway Car ******* ********** *********************** ***************, *********, Puerto **** *****. Tel. **************. I believe the company has 5 other locations and their Head Quaters is in ******** (near ************)?2 &3) During the course of the rental, I bumped a curb while parking on the front bumper and caused a blemish that was smaller than the size of 25 cent quarter coin (photo attached). Upon returning the car I told the attendant that I might have caused a blemish on the bumper and asked them to check the record. They said that I had damaged the car and created an accident report. They reviewed my Insurance Declaration page and said that my deductible was $500 and demanded my credit card for payment. I refused and called my ************* from their office and was instructed to take a photo and NOT pay the deductible. I did NOT authorize Easway to extract a $500 payment from my credit card. The attendant had my card details on file and secretly charged my credit card without my approval and told me that the report would be sent to my ************* for investigation, and I had nothing to worry about. This was not the case. I initiated the process with my ************* and filed a claim on my own. I just received notice from my ************* that Easeway had already been paid $500 from me on 9/25/23 and that they had sent a bill for $537. I called the ************* and they said that ****** claimed almost $400 in labor to repair the damage. This is outrageous. I conduct my affairs honestly and had no intention of falsifying anything which is why I brought the matter to their attention in the first place. As result of this unlawful prepayment, it is my belief that they have created a fantasy $537 repair bill designed to consume the $500 deductible payment that they charged me without my consent.

  Business Response

  Date: 11/28/2023

  Good afternoon,
  
  I attach the response again, it was sent on November 20, 2023 through the web.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20780218
  
  I am rejecting this response because: I am not satisfied with Easeway's response to this incident and have AGAIN included a photo of the ding on the bottom of the bumper with a 25-cent coin held next to it for size reference. I believe that I was the victim of a SCAM tactic that was used by an angry employee who wanted to take the deductible amount of my insurance policy for a minor ding. Moreover, it may be a common practice for the company to steal a customer's deductible (whatever that amount may be) for any scratch or ding that they claim was caused by the customer and then fabricate a BOGUS damage estimate. The Easeway claim agent has simply returned the same statement he made previously but has not addressed the situation.

  In addition, it has been suggested that at least some of their agents practice a double standard and excise prejudice against the Gringo Customer for any minor infraction. Furthermore, I don't recall having received the initial "video" of the car that the claim's agent stated was sent to me. In any event, the ding is insignificant and should have been dismissed to begin with. I also believe that Easeway would not have invented a damage estimate at all, if I had not initiated the claim process myself. The fact remains that the rental agent (******) secretly stole $500 from my credit card without my knowledge or authorization when I returned the car. The ding could have been repaired with a simple touch up kit from ******* as I described previously and did not warrant a $500 damage fee. Again, I purpose that if my policy had a $1,000 deductible, he would have stolen that amount and then the claims department would have invented a fictitious estimate that was designed to consume that amount accordingly. Regrettably, it appears that a double standard is being practiced by this company which was engineered to seize whatever deductible a customer has and is primarily aimed at the Gringo Tourist.

  This is an unfortunate circumstance, and I am offering Easeway the opportunity to correct this mistake and demonstrate that they are an ethical company who is able to show their integrity by correcting this error and returning the $500 which was secretly stolen by an employee who was having a bad day.  

  Unless Easeway responds in a satisfactory manner to this situation and refunds the money that was stolen, I cannot recommend their business and I am now more Resolutely Determined to expose this malpractice to the public on several REVIEW portals and through other institutional entities.

  Most Sincerely,
  
  ***********************

  Business Response

  Date: 12/06/2023

  I understand this case was closed, they sent me a confirmation of closure.

  Customer Answer

  Date: 12/11/2023

  Consumer contacted BBB to ask why his complaint (ID ********* was closed.  During review, BBB staff determined that the consumer had filed two separate complaints that were both processed.  Complaint ID ******** had been closed incorrectly as ANSWERED; but has now been re-closed as a DUPLICATE in our system and notice sent to the consumer.
  

  Therefore, BBB staff will enter the Business Response step in this complaint, and attach the last response received from the Business (dated 11/20/2023).  The response will then be relayed to the Consumer for review and further response, if any.

  ******************/BBB Staff
  

  Customer Answer

  Date: 12/11/2023

  CLARIFICATION PROVIDED BY BBB STAFF:
  

  Consumer contacted BBB to ask why his complaint (ID ********* was closed.  During review, BBB staff determined that the consumer had filed two separate complaints that were both processed.  Complaint ID ******** had been closed incorrectly as ANSWERED; but has now been re-closed as a DUPLICATE in our system and notice sent to the consumer.
  

  Therefore, BBB staff is providing this information regarding our interaction with the Consumer and relaying it to the Business for clarification purposes. 
  

  NOTE to the Business:  Please either provide a new response upon receipt of this clarification, or you may resubmit your last response dated 11/20/2023 if your position remains the same.
  

   

  By: ******************/BBB Staff
  

  Business Response

  Date: 12/13/2023

  The same data established in complaint 20805846-7372E were established in this complaint identified 20780218-11C89 I attach the data related to this complaint, ******************** insurance made the payment of $37.49 which indicates that his insurance examined the estimate sent by us.

  Customer Answer

  Date: 12/13/2023

  Hello,

  I am rejecting this response because, the business has not addressed the actual complaints. *************************** has simply resent original documents over and over again. I am attaching two documents to help re-establish my last response on Nov 28th, 2023 which was replied to by the business in a brief statement relating that the case was closed. One document is a letter dated 12/11/23 from BBB clarifying that the case is still open and a second document is a copy of my last response to the business, which needs to be replied to. Please forward this statement and the attachments to the business.

  I am offering the business an opportunity to refund my money and the correct their mistake.

  Most sincerely,

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

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20780218
  
  I am rejecting this response because: The business has not addressed the complaint itself. As I mentioned in an additional info submission earlier today, the claims officer ***************************** simply resends the same copy of a generic letter and billing statement. The fact remains that a malpractice took place. 

  Again, I am offering the business one more opportunity to come forward and resolve this situation peacefully. Refund the money they inappropriately took. I will then acknowledge their integrity and ethical practice in correcting this mistake and be able to provide good customer service reviews and also close this case permanently in a satisfactory manner for both parties. Please find the attached documents which represent my last complaint and position.   
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/15/2023

  Hello, I attach the requested response.

  Customer Answer

  Date: 12/17/2023

   
  Complaint: 20780218
  
  I am rejecting this response because: The business has admitted that they "collected the deductible when the car was returned". However, I was not aware of it until my insurance company informed me that Easeway had sent them a demand letter several later stating that "the customer has already paid $500 of the $537 estimate and the balance due was $37 from the insurance company. The proper process would be to file a claim with the estimate and then require the insurance company to review it and then to collect payment. This was not the case and I suspect that Easeway is in the practice of collecting a customer's deductible for any minor infraction, whether it is deemed worthy of that amount or not. Furthermore, as I stated originally, I immediately reported the ding on the bumper and asked the attendant to verify if there had been any perturbation there before, I rented the car. He never showed me confirmation that I had actually caused the ding. As I mentioned before, I bumped a parking lot spacer curb while parking and did not know if the ding was caused by that. The little car only has a 6-inch clearance, and the bottom of the bumper touched the curb. Additionally, there is no record of the video and pre-rental photos that were taken on the day I rented the car which were supposed to be emailed to me at that time. I rented 3 cars on that trip: one from Easirent and one from Alamo and this one from Easeway. Perhaps the Easeway's email went into a spam file that was lost, but I have no record of it and the  Easeway counter agent when I returned the car did not show me evidence of the car's condition on the day that I rented it (9/14/23).

  This whole process appears to be a scam technique that is designed to "collect" a customer's deductible amount and then produce an estimate that will require at least that amount in payment.  I suspect that the threshold for determining if the infraction qualifies for a claim being issued is largely dependent on whether or not the customer is a Gringo Tourist. I understand that ****** is reluctant to even partially refund the money because Easeway prematurely "collected" it almost 3 months ago and may not have ever returned a customer's money. Moreover, it seems likely that Easeway routinely "collects" a substantial amount of their customer's deductibles in this manner and is accustomed to getting away with this malpractice unchallenged. I was tempted to let this incident pass without complaint but feel that it is my duty to expose this deceitful process to the public and alert any prospective Easeway future customers to be aware of this Scam. This is more a matter of principle now than the loss of a $500 deductible.

  In conclusion, I will re-iterate what was revealed initially. I rented this car online through a booking agency which advertised a product from Nu Car. The airport shuttle bus had Nu Car on the side panel and the rental car storefront had Nu Car on the sign, but once inside the door everything became Easeway. This is falsehood. When this complaint was originally filed, it was directed to Nu Car which is in *****. Nu Car in ***** replied that it was the responsibility of their "Affiliate" Easeway of Puerto ***** Customer beware, these two companies are affiliated but are very separate entities.  

  AGAIN, CUTOMER BEWARE of these two "Affiliates".
  
  Most Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/01/2023

  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.

  My father passed away, and I needed to cancel my car rental because it was incorrectly and put it online are you tempted to call within 10 minutes of booking. I tried to contact him several times with no answer since I booked through ******.com. I contacted ****** and they tried to contact the rental company through telephone an email with no response. I ended up needing to book a larger vehicle and was still not able to get in contact with anyone.