Complaints

This profile includes complaints for Nü Car Rentals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Nü Car Rentals has 13 locations, listed below.

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  Nü Car Rentals

  20307 Terrabianca San Antonio, TX 78258-3144

• 

  NU Car Rentals

  7230 Gilespie St Las Vegas, NV 89119-4211

• 

  Nü Car Rentals

  801 Dixon Rd Etobicoke, ON M9W 1J5

• 

  Reservation Affiliates, LLC

  6772 Ave Isla Verde Carolina, PR 00979

• 

  Nu Car Rentals

  4121 Southstream Blvd Charlotte, NC 28217

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:07/14/2023

  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.

  I picked up my rental car on 7/13/2023 at Westin ***.The staff asked me if I need a toll pass and I asked what is that mean. And she ask we what is my plan with the rental car. I told her I am planning to go around ******* and drive to *********. She told me that then you MUST have a toll pass ($14.99x6days). I asked several times, is that a must? and can't I pay the one-time toll fee by myself when I drive through the road? I only need to a one-time toll and I shouldn't need a pass for 6 days. And she said no, you must have the toll pass to drive from LA to *********.And I finally found out that it is not true. there are the ways from LA to SD without toll free, and also even if I want to drive through the road with toll, I can pay one time fee on my own. The toll pass is actually not mandatory.I am asking for the refund ($89.94) as I got untrue and falsety information and was forced to purchase the item that is not needed nor mandatory as your staff said.

  Business Response

  Date: 07/18/2023

  Thank you for bringing this to our attention.
  
  
  Please be advised that we will further investigate the toll fee issue with our *** Affiliate. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

• Initial Complaint

  Date:07/10/2023

  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.

  Jun 17 2023 Car rental This is fraud company, I knew somthing is wrong with this, when you charge only 7$ per day.First Nu car rental guys gave car which has scratches in bumper, glad I took pictures and car they gave had tire pressure on right side was 38 well above limit and left 2 are on 28psi , very dangurus and is somthing happens they want to make money on this, fortunetly I got alert and put air on time.There was no accident and Nu car guys hide scrach and once it rains it was visible on right side of the bumber, it looked like not scrach but somthing stuck and when I was trying to wipeout emploee did not allow me to remove, this is fraud company, this is worst business and also I paid for eazypass becouse Nu employee said if we go without ezpass paid you will charge crazy 20+ per toll so I paid initial rental amount and also additional ezpass amount and now you are asking more money on toll.Now for scrach they charged on my card for ****** , this is fraud , there was no accident and scraches were there on back of the bumber from start and right side there was somthing when I returned and employee dont want to wipe out , this os scam company Thanks ******************************* ************

  Business Response

  Date: 07/14/2023

  Thank you for bringing this to our attention.
  
  
  As for the scratch in the car, may we have your proof that it was already there during the pickup? Please include the date/time so we can further investigate this issue with our ***** Supplier.
  
  
  On the other hand, the toll is optional. However, the rental counter may suggest it to the customer to avoid an administration fee per violation since all cars are equipped with toll transponders.

  Customer Answer

  Date: 07/14/2023

  Complaint: 20292008
  
  Here is before and after rental picture  , on after rental there was somthing and when I tried to clean I was not allowed to touch, and there was no accedent, car had so many scraches before, on ezpass, I had one but rep said we have to use our , they cannot turn off unit.

  
  Regards,
  
  *******************************

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

  Business Response

  Date: 07/20/2023

  We understand that there were so many scratches upon arrival. However, may we know why there is no proof of the dent on the rear side of the vehicle?

  Customer Answer

  Date: 07/20/2023

  Complaint: 20292008
  
  I am rejecting this response because:

   

  I said before, this was hidden and covered up, there was on at the bottom and when i just wiped it went and i tried to do and rep did not allow me to clean, there was heavy rain so whatever it was holding camr off
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/13/2023

  Please be advised that the car scratches has already been forwarded to our ***** Affiliate for further investigation. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

  Customer Answer

  Date: 08/14/2023

  Complaint: 20292008
  
  I am rejecting this response because I did not get credit and they all know how their business model works 

  Regards,
  
  *******************************

  Business Response

  Date: 08/28/2023

  Here's our response after doing an investigation with our Miami Affiliate.
  
  
  Please find attached snapshots from our vehicle condition video surveillance system, where you can clearly appreciate that the damage noted during the vehicle drop off was not existent at the time of the pickup. See below description of the snapshots:
  SNAPSHOT 1 was taken from the vehicle pickup walkaround. We have marked the area that confirms that there was no pre-existing damage.
  SNAPSHOT 2 was taken from the drop off incident report. We have marked the area where the new damage is located.
  SNAPSHOT 3 was taken from the drop off time surveillance. We have marked the area where the vehicle is being inspected by our staff member and the customer.
  
  As per the customer's complaint about the vehicle's tire pressure, please note we did not receive any notification from their end regarding this matter while the vehicle was on rent, and according to our signed pickup condition report, the tires of the car were inspected without noticing any issues with pressure or condition when the car was collected. We have also attached a picture of the dashboard of the vehicle that was taken during the pickup time. You can note that there are not low tire pressure warning lights turned on, confirming that there were no issues with this when the vehicle was collected.

  Customer Answer

  Date: 08/30/2023

  Complaint: 20292008
  
  I am rejecting this response because:

   

  They are saying same, they mask temporarly and when I tried to clean they did not allow, there was one more down and I was able to clean and when i startedd cleaning other one they did not allow, this i fraud, and on air they know intentionally they put low and when sothing happenes you pay to  fix it becouse they asked me to take warrenty, I have credit card entry from gas station for filling air, this business is totally fraud , i wrote all and this guys are coming back with same pictures, this is how they make money, how can you give rental car for almost nothing with this economy , no way, they get money by doing this cheating
  
  Regards,
  
  *******************************

   

  Business Response

  Date: 09/01/2023

  We understand your frustration.
  
  
  If you want to make an appeal, please contact our ***** Affiliate at ************. 

  Customer Answer

  Date: 09/01/2023

  Complaint: 20292008
  
  I am rejecting this response because: Its same scam company, and for the fake scrach it should be less than 100 not 500, I will report to ******************* office too
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/05/2023

  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 3/20/2023 I rented a vehicle from NU car rentals in *******, **. On the evening of 3/21/2023 I was driving the vehicle down a two lane highway and heard a scraping sound. Because the highway had no shoulder and it was dark, I drove to the nearest driveway off of the highway and inspected the underside of the vehicle, a Dodge Charger. I found the engine guard on the underside of the vehicle had pulled from it's mounts and was scraping on the road. I tied the guard back up and drove to our hotel. When I returned the vehicle, I told the attendant what happened, they asked me to fill out a form. Subsequently, I got a notice from my insurance company that NU Car had filed a claim against me. I contacted the their party claims processor handling the claim for NU Car, ****************************** (ACM) and told them I wanted to contest the claim. I heard nothing back from ACM. On 7/5 I contact ACM again and told them I wanted to contest the claim and they report to me that there was damage on the underside lip of the front bumper that is consistent with causing the guard to be damaged and come lose. I asked them to provide pictures of the underside of the front bumper from prior to me renting the vehicle, proving that I am the one that caused those damages. They have not or cannot provide such pictures. My claim is that NU Car has stuck me with a vehicle that had damages, that I would not have even been able to see or report, unless I had gotten on my hands and knees and taken pictures prior to leave their lot with the vehicle, and as a result, they stuck me with essentially a "**** in the box." I was the unlucky customer who happened to be holding the vehicle with the **** came out of the box, so to speak, and the engine guard become disconnected, causing me and my insurance company time and money to manage.

  Business Response

  Date: 07/08/2023

  Thank you for bringing this to our attention.
  
  
  As for your concern, we'll coordinate with our Phoenix Supplier about the car's damage. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

  Customer Answer

  Date: 07/10/2023

  Complaint: 20275300
  
  I am rejecting this response because: waiting for more clarification per the businesses response. 

  
  Regards,
  
  ****************************************

  Business Response

  Date: 07/12/2023

  Please be advised that we are still working to resolve your case. Please continue to bear with us.

  Business Response

  Date: 07/20/2023

  Thank you for patiently waiting. Please be advised that our ******* Affiliated suggested that you need to contact ACM since the car has damage. We do apologize for the inconvenience.

• Initial Complaint

  Date:06/27/2023

  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.

  On March 29th I rented a car from this place. They put a deposit hold of $2500 on my credit card. When I returned the car, they claimed there was a scratch on the bumper that wasn't there before. They had me put down a $500 deposit (My insurance deductible) and file a claim with my insurance company (Geico). They returned the $2500 but kept the $500 because my insurance covered the alleged damage. I believe that this company is scamming not only customers but insurance companies because if they made me file a claim over the scratch then I'm sure they made others file claims for other scratches. This company has no intention of fixing any of the scratches that they're getting insurance money for. I truly believe that they are scamming everyone who walks through their doors.

  Business Response

  Date: 07/03/2023

  We do apologize for the inconvenience.
  
  
  As for the damage issue, *** we have the following so we can further investigate with our Supplier?
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract
  
  If you don't have these documents, please provide us with the following instead so we can pull up the correct account.
  
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name

• Initial Complaint

  Date:06/27/2023

  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.

  We reserved a car through NU car rentals for 6/6/23-6/11/23 for our stay in *****, Kauai. When we picked up the vehicle we were told the fuel tank was full and to sign the contract and we would then be taken to the vehicle (this was after an hour and a half wait despite a reservation time to pick up). We signed the rental agreement and did a walk through of the car. When we got in and drove off the lot, the fuel tank showed 1/8 of a tank. We pulled over to take a picture of the fuel gauge and immediately called the local Nu rental location to ask if they wanted us to return and to notify them of the fuel discrepancy. They advised us to make note of the discrepancy and they would remedy the gas issue when we turned the car back in. Upon return of the vehicle, the manager noted our fuel discrepancy and said NU would issue us a refund for $27.23. We have signed supporting documents from the manager. We have called the local manager 4 times since and were told by phone twice, most recently 6/22, that a refund was supposed to be issued to our card by NU corporate. We subsequently opened a help ticket through NU 6/23. We also called the customer service line 6/23 and were hung up on when asking for a refund. A follow up call was never answered and I left a message that was not returned. The help ticket response advised they were working on our claim but to try the local office, which we told them we already had. 6/26 we again called the local office, who said we should have a refund already, and we called NU customer service and despite giving the customer service rep our phone number were told to call the local office. When I asked to escalate the claim because the local office said to call NU, I was hung up on. There doesn't seem to be a way out of this loop of unaccountability with NU and the customer support appears to be a black hole of communication. I just want what I'm owed.

  Business Response

  Date: 07/03/2023

  We do apologize for the inconvenience.
  
  
  Please be advised that any additional fees paid at the rental counter must be refunded by them as well. This issue will be handed over to our Supplier for further assistance. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

  Customer Answer

  Date: 07/05/2023

  Complaint: 20240774
  
  I am rejecting this response because:
  
  I have 2 help tickets opened through the help email at Nu car rentals, the avenue advised for customer resolution by Nu cars phone line itself. The first ticket was closed with no help other than the contact information for the manager at the ***** office, which we already had. No effort was made to understand or resolve our complaint, which the local office manager has deflected, ignored, and not responded to other than to tell us to call Nu corporate for our refund and that he was calling Nu corporate on our behalf. The second help ticket was closed without any response at all.
  

  Nu corporate is placing the responsibility on the local office. The local office is saying talk to corporate. This is a contact loop with no resolution for the consumer. How is Nu corporate not responsible in any way for the experience and resolution of the consumer?

  We have now received a call from a *********** manager saying she understands our problem and she hears our concern and yet, still there is no resolution, despite having admission and written proof from the ***** manager that we were owed a refund. 
  

  At best, this is a training issue Nu needs to resolve with its franchises. At worst, this is bilking customers of their money unnecessarily. 
  

  I want a refund, please.

  Regards,
  
  *****************************

  Business Response

  Date: 07/10/2023

  We understand your frustration.
  
  
  Rest assured that we are doing our best to get to the bottom of this issue. We already received a verification from our ***** Supplier that you received 1/8 tank of gas. Please give ** more time to solve your concern. A follow-up email was sent to the rental location today.

  Customer Answer

  Date: 07/11/2023

  Complaint: 20240774
  
  I am rejecting this response because the issue remains unresolved. The email address your phone representative shared with me when saying Nu Corporate was in contact with the ***** location was not the same email address we were given by the ***** manager. The corporate emails appear to go to an address that is unused by the local office. Phone calls direct to the ***** manager himself have resulted in no response or the action we are seeking- a refund. How is another email to an unchecked account going to achieve resolution for the consumer? The ***** manager appears to need better support and instruction from Nu on how to refund the customer. All parties have now agreed that we, the consumer, are owed a refund. I dont want another email on a problem we all agree exists, I want resolution. I want a date when I can expect the refund back to my credit card. 
  

  Your very frustrated customer,
  
  *****************************

  Business Response

  Date: 07/23/2023

  We understand your frustration. However, we are still working with our ***** Affiliate on your concern. A follow-up email was sent to them today.

  Customer Answer

  Date: 07/25/2023

  Complaint: 20240774
  
  I am rejecting this response because the emails are not effective at resolving the problem. Another email to an unchecked email address after 2 months and multiple other emails solves nothing. This is not a resolution.
  

  What about a phone call? I know ** corporate has the number because it was provided to me in my original help ticket. What if ** called the ***** Manager and walked him through the point of sale system to teach him how to issue the refund to our account? That is an action that 1- resolves the problem for the customer, 2- teaches the manager how to better serve the customers under the ** company name, and 3- ensures the communication is reaching the intended party. If ** is able to give me the information for the ***** office to call and address the refund issue (which we did on 6+ separate occasions), why can ** corporate not do the same to actually resolve our problem? The manager is often in on Sundays and Mondays if that helps. 
  

  You claim to understand my frustration. I do not feel understood. I feel like ** does not value me as a customer. Please issue me my refund. I would even take a gift card to a major gas retailer at this point. Make it right please.
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/03/2023

  Please be advised that your concern has been forwarded to our Support Team for further assistance. Rest assured that we will give you an update as soon as we receive a response from them.

  Customer Answer

  Date: 08/03/2023

  Complaint: 20240774
  
  I am rejecting this response. If the Customer Support Team can resolve this issue, they should have been involved in the second or third correspondence for the refund that Nu corporate, the ***** Nu manager, and myself have all agreed upon. Did anything come from the last 3 emails that were supposedly sent on our behalf to resolve the missing refund we still have not received?

  Im glad the Customer Support Team is getting involved to ensure the oversight that lead to this boondoggle botched refund scenario gets resolved and has a final result of garnering us the funds we are owed. I hope this Team is also able to put something in place so no future customers to Nu have to experience what we have been through.

  Can someone share the responses that have come from the previous attempts to resolve our refund problem? We have been reaching out to Nu for months here and the previous messages to us have indicated some kind of action was happening to ****** a response and a refund to us, yet, no one had shared the results of any of these previous attempts to secure our refund. What is the problem that is preventing the refund from getting to us? Please resolve that problem, fix your process, train your staff appropriately, and send me my refund- the one we all agree my family is owed. In future correspondence, please include what actions have been taken to actually secure our refund and include the steps Nu is taking to move this process to final resolution.

  
  Frustrated Regards,
  
  *****************************

  Business Response

  Date: 08/18/2023

  Please be advised that a reimbursement request will be submitted to our Support Team. Please bear with us for the update.

  Customer Answer

  Date: 08/18/2023

  Complaint: 20240774
  
  I am rejecting this response. Why hasnt the reimbursement request been sent to the support team before now? This process is completely absurd. NU has kept my familys money- money that should never have been taken from us- for months now. Quit stalling and cut the check. There is no transparency, you answer no questions, you delay, deflect, and defer to some shadow customer support team that is ineffective at best. I have been patient but your company is crooked.

  Resolve this- for the last time, dont request. This is your own freaking company. Find the solution, take the necessary steps, and give me back the money your company stole from my family.

  
  Regards,
  
  *****************************

  Business Response

  Date: 09/01/2023

  Please be advised that the reimbursement request was submitted on August 18, 2023. We know that you need an update right away. But our Support Team is still processing other concerns. Rest assured that we will give you an update.

  Customer Answer

  Date: 09/01/2023

  Complaint: 20240774
  
  I am rejecting this response. I appreciate that your timeline has just been sent to the appropriate team. I am willing to wait a reasonable amount of time for action but in looking at the entirety of the duration my family and I have endeavored to resolve this issue, you an see that we have been working it for months. The below is the entirety of the attempts we have made to resolve this refund (less a few phone calls with no results). Please ask your support team to expedite our case since we have been attempting to recoup our refund for nearly 3 months.

  
  6/11- error occurred where we were overcharged with gas. Manager ********* at ***** NU location signed papers saying we were over charged
  6/14- we emailed Manager ********* asking about the refund we were owed
  6/18- email #2 was sent to Manager K at ***** NU location
  6/21- email #3 was sent to Manager K at ***** NU location
  6/22- Manager K called NU main office for our refund (advised to us by phone call with Manager K)
  6/23- phone call with Manager K where he advised NU owed us a refund
         -phone call to NU customer contact number, was hung up on after explaining the problem
         -email to help email address regarding our refund and including documentation
  6/25- email received from NU giving us ***** NU Office contact information--which we already had
  6/26- phone call to NU customer contact number where I waited on hold 20 minutes and reached no one
         - phone call to Manager K at ***** NU, who again advised NU Corporate owed us a refund
         -opened case with Better Business Bureau to assist in garnering our refund
  6/27- phone call #3 to NU customer contact. Was told refund had to come from local office (got different information from local office) and was told there was no one to escalate my concern to
  6/28- submitted help ticket again to NU help email and it was marked resolved with no other action
  7/3- email #4 to Manager K @ ***** NU location
       -phone call from Maui NU manager advising she would help resolve. Never got ahold of her again.
  7/5- email through BBB that NU was handing the issue to the supplier for assistance
  7/10- email through BBB that NU was emailing the ***** supplier again
  7/24- email through BBB that NU was sending another email to the supplier on our behalf
  8/3- email through BBB that NU was handing the issue to the support team
  8/10- email asking us to verify our address
  8/15- I emailed NU through the help ticket to inquire about an update
  8/18- reimbursement request was sent to the support team
         - I replied to quit stalling and please take action to issue my overdue refund
  8/25- I received an email stating a follow up email was sent to the support team to request update on our refund
  
  

  Regards,
  
  *****************************

  Business Response

  Date: 09/03/2023

  We are still waiting for the update from the right team. Please bear with us.

• Initial Complaint

  Date:06/26/2023

  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.

  Two *********** Rentals during one week from NuCar Rentals On June 23, 2023 at the ************** NuCar rental branch I rented a *** X7. We got our rental and I noticed an exclamation **** on the dash a few miles down the road. The car was not heating up and it sounded odd. I played with buttons until the exclamation **** gave me details. It said to add coolant fluid. I called the rental agency and they told me to bring it back. I turned around and drove the 30 mins back. I asked them if they could add coolant and they said no because it had a bad water pump. We were lucky it didnt leave us beside the road. I wasnt happy that they put my family in an unsafe vehicle with a warning light on. The manager informed me that it wasnt their fault. They, have no way of knowing if anything is wrong with a car unless the previous driver tells them. He was haughty and insisted they had no responsibility for the safety of their cars. They put us in another car that had what started as a slow leak in the front passenger tire so we had to return to ****** early. It eventually needed air every few hours. While trying to get to ****** we stopped in Aurora at a truck stop with a tire shop and was told the tire had a plug on the side wall causing the leak and that plugging the side of a tire is extremely dangerous and it could have blown out while driving. I called customer service and they refused to send us a replacement car though we were only 30 mins away. All they agreed to do was tow it - which had to happen anyway - leaving us without a car for the last two days of vacation. No apology or additional compensation. We had to Uber for two days costing additional expense. Nucar is renting unsafe vehicles and taking peoples money. I was provided two unsafe vehicles and then my family was left with no car at all for two days of our seven day vacation. I also had purchased the tire protection insurance.Thank you for your consideration on this very important matter.

  Business Response

  Date: 06/27/2023

  Thank you for bringing this to our attention.
  
  
  As for the car issue, *** we have the following so we can further investigate with our ****** Supplier?
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract
  
  If you don't have these documents, please provide ** with the following instead so we can pull up the correct account.
  
  1. Confirmation # ending in NU
  2. Primary driver's name 
  3. Pickup location/Destination Airport

• Initial Complaint

  Date:06/22/2023

  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.

  Toward the end of February 2023, I booked a car rental online with Nu Car rental. When I booked the car, I was told that the car would be an AWD vehicle. However when I got to the Nu Car rental in ************** **** on the 1st of March, they wanted to give me an ordinary car which I wouldn't be able to drive in the snow. So they told me to undegraded and that I would be refunded for my original booking. After receiving the car, I called customer service which drops calls on you and no one is professional. They didn't want to hear me out so I just contacted by bank to dispute the transaction because I couldn't get it resolved with Nu Car rental. When Discover did investigations for a month they found favor in the merchant and reversed charges to them. So Nu car rental wrote me an email saying I would have credit for a year to use. So on the 20th of June I tried to make a reservation using the credit I was promised and now they are saying because I disputed with my bank, they are not able to assist me. I would like this resolved. I would like my money back ($665.01) from this company as Discover mentioned that they should give me this credit. I have put all conversations on this email until today. They have waisted my time on the phone when they do not take calls and have people working that do not even know how to resolve cases. This business has terrible reviews online and I will not be cheated by a business.

  Business Response

  Date: 06/24/2023

  We do apologize for the inconvenience.
  
  
  Indeed, we see that you were offered a travel credit for the unused days before you filed a claim with your bank. However, as you are aware, this case has already been inquired about and resolved thru ******** Services when you made your chargeback. There are fees and charges incurred for every chargeback filed along with increased costs for servicing the chargeback.

  Customer Answer

  Date: 07/03/2023

  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.
  
  Regards,
  
  ******* Matewe

• Initial Complaint

  Date:06/12/2023

  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.

  Hello,I am writing to express my disappointment with the rental car service from Nu rental car. I recently rented a car through Expedia for $437 and was charged an additional $562.92 when picking up the car. Nowhere did it say mandatory insurance was required or additional charges. I did not choose insurance through Expedia. I understand the charges for fuel, underage driving, and tolls, but the rest is completely ridiculous. The manager that helped us when we picked up the car was very misleading about the insurance policy on the car and I feel as if he took advantage of us because we were young. I did sign off on the payment, but I feel he was very dishonest in his customer service. He made us sign everything before showing us the total price and did not even tell us the total just asked me to swipe my card. Furthermore, it was also disappointing that we received a luxury car with no metal piece to protect the gas cap. I would like to request a refund for the additional charges.Thank you for your attention to this matter.*****************************

  Business Response

  Date: 06/13/2023

  Thank you for bringing this to our attention.
  
  
  As for your concern, *** we know if you were able to present a copy of your insurance upon picking up the car? If yes, please provide us a copy of the Declaration page that shows the coverage.

  Customer Answer

  Date: 06/13/2023

  Complaint: 20171312
  
  I am rejecting this response because: I was not asked to provide a copy of my insurance upon picking up the car; however, I do have a copy of my insurance if needed. The agent was extremely unprofessional and I am beyond disappointed in the service provided by this company.  
  
  Regards,
  
  *****************************

  Business Response

  Date: 06/16/2023

  We understand your frustration.
  
  
  Please bear with us as we will investigate the issue with our ****** Affiliate. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

  Customer Answer

  Date: 06/17/2023

  Complaint: 20171312
  
  I am rejecting this response because:
  
  Thank you. Please keep me updated. I am very disappointed and feel I have been mislead. 
  

  thank you for all your efforts in trying to resolve this. 
  Regards,
  
  *****************************

  Business Response

  Date: 06/22/2023

  Based on the attached Signed Rental Agreement, you agreed to sign up for the 3 insurance coverages. We do apologize but the charges remain.

  Customer Answer

  Date: 06/22/2023

  Complaint: 20171312
  
  I am rejecting this response because:

  I have already stated I signed the papers; however, my complaint is about the dishonesty of the agent misleading me into thinking the insurance was mandatory and taking advantage of the situation. I do not feel it was right what he did at all. He never asked me to provide the car insurance I already have. When I asked him about the charges he stated it was a deposit.

  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/02/2023

  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.

  Here is BBS case number. 19322993.The case was resolved by NU Rental Car. They said that they will send a check because they couldn't submit any supporting document. I have not received any check from them. Please do not allow them to fake and try to close without paying it.

  Business Response

  Date: 06/03/2023

  We do apologize for the inconvenience.
  
  
  Please be advised that a follow-up has been sent to our Support Team for further assistance. We'll get back to you once we receive their update.

• Initial Complaint

  Date:05/26/2023

  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 5/17/23 I rented a vehicle from this company. I made and paid for the reservation through Orbitz and paid extra for the insurance. When I picked up the vehicle, I told the attendant I did not need to purchase any insurance. Upon returning the vehicle I was charged $124.47 for insurance that I had declined. I was sent a copy of the agreement where the attendant said to initial all the statements indicating I had declined the insurance. Upon further inspection I notice that of all the boxes I signed that stated I declined the insurance, buried in the middle was on that said you agree, and it was very misleading and deceptive. It was very hard to read on their tiny computer screen and I believe this is done intentionally to deceive the customer.

  Business Response

  Date: 05/29/2023

  Thank you for bringing this to our attention. However, based on the Signed Rental Agreement, you agreed to sign up for ********************************* We do apologize but the charge will stand.

  Customer Answer

  Date: 05/30/2023

  Complaint: 20108901
  
  I am rejecting this response because:
  
  This company uses a deceptive form to trick their customers into agreeing to pay for a worthless service that is not necessary and that the customer does not need.

  Regards,
  
  ***************************

  Business Response

  Date: 05/31/2023

  We understand your frustration.
  
  
  Since you mentioned that you purchased insurance from Orbitz, may we have a copy of it? If it is a Collision Damage Waiver, then, the charge will still remain since you purchase SLI.