Business Profile

Auto Rentals and Leasing

Nü Car Rentals

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

405 total complaints in the last 3 years.
121 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/08/2022
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 booked a rental over the phone on 12/2/2022 to pick up my rental car on 12/3/2022 at 8:00 am at Nu Car rental in *********. I arrived a little before 8:00 am and I told the clerk ************** would be returning the rental car at 10:00 pm on Sunday 12/4/2022. She assured me that they would be closed but I can still drop the car off and their would be no extra cost. I arrived at the location at approximately 9:27 pm 12/4/2022 and dropped the rental off 30 mins earlier than what I had originally said. The next morning I noticed they had charged me an additional $309 on top of the 479 (300 deposit and 179 for rental) original rental agreement. This company is refusing to even refund me my original ******************************************************************************************************************** dropping the car off after hours and that if they found error on her end I would get my money back! They claim the reviewed audio and they didnt find any error on their end and that they would continue with keeping my money. I also asked them would they provide me with the audio and the agent *********************** up in my face. Several times I asked to speak to management and was told the manager wouldnt take my call. Very rude and the company is clearly running a scheme on their customers.
Business Response
Date: 12/18/2022
We do apologize for the inconvenience.

Please be advised that we will forward your concern to our ********* Affiliate since this was directly booked and charged at the counter. Should you need further assistance, you can email their ************************ at *************************************************.
Customer Answer
Date: 12/20/2022
Complaint: 18542199

I am rejecting this response because:I have already contacted the location in ********* several times and they will not give me my money back!! Its very sad that this company is taking from customers! Civil suit is in the future for this company! I will be contacting a lawyer because its not just about my money but the many other customers that this has been done to!! You all give customers the run around and asking me to reach out to the ********* location and I already have thats why Im at this point now! It was not resolved and they are not trying to resolve it! Your corporate office, if you have one should be handling this matter and looking into it.

Regards,

*************************
Business Response
Date: 01/01/2023
We do apologize for the confusion. However, NU Car Rentals provides a car rental affiliate reservation system and acts as an agent for the convenience of you the customer, and the locally owned and operated car rental firm.

We can only accommodate the customer's complaints and concerns if you booked directly through our website and our **************** Otherwise, please contact our Supplier since you rented directly with them.

Initial Complaint

Date:12/05/2022

Type:Billing Issues

Status:

Answered

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 have made a car rental reservation on 7/28/22 directly with NU CAR RENTALS. Please see the attached copy of my reservation that shows the full amount plus all the applicable TAXES and FEES. During the checkout at their office in ***, ** on 9/17 /22 an associate named ******* asked if I wanted to add some kind of coverage I said I didnt want it because my CC had car rental coverage. She then said that most credit card companies dont provide that but I was on vacation I didnt want to spend any more time in the office trying to figure that out so I asked how much it was gonna cost for the duration of the trip. Her response was about $100 . So for that money I said lets do it. I also prepaid for a full tank of gas. When she brought the contract(see the attached contract) I Inquired about the estimated charges and why it was over $1000 since I already paid $471 back in July when made a reservation. She said dont worry about it. Its a temporary charge. Youre gonna get it back when you return the car.Before I signed the contract I said So my total is going to be $100 plus a tank full of gas for this? she said yes. The extra charge was $595.46 (see the agreement) This charge for some reason also included some of the taxes and fees that had already been paid during the initial reservation.Not only that they scammed me double charged me for all those fees that ive already paid but the associate talked me into buying additional coverage and overcharging me big time. Once again before anything was signed I checked with her and she said I was gonna be charged $100 for the coverage plus whatever it is for the full tank of gas. The only extra on top of what I initially paid shouldve been roughly $178.44 for the coverage and gas.I demand my $417 to be refunded to **** have been trying to resolve this by myself but couldnt get in contact with this company theyre phone line is unavailable. Theyre business practices are deceitful and unfair to customers.

Business Response

Date: 12/08/2022

We do apologize for the inconvenience.

Please be advised that we'll need to coordinate with our *** Affiliate about the charges. In the meantime, are you able to provide us with the following?

1. Signed rental Agreement
2. Final Contract

Customer Answer

Date: 12/10/2022

Complaint: 18520746

Please see the attached signed rental agreeement and the invoice for an additional ****** that i was charged on top of the original ****** that I paid when made the reservation.

Regards,

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

Business Response

Date: 12/20/2022

Based on the Signed Rental Agreement, you agreed to purchase the following:

1. PRE-PAID FUEL
2. LOSS DAMAGE WAIVER
3. ROADSIDE ASSISTANCE

We do apologize but the charges will stand.

Customer Answer

Date: 12/20/2022

Complaint: 18520746

I am rejecting this response because: I dont believe you understand what the problem was. Please refer to my initial message. I am not disputing the fuel charge - I didnt say anything about this charge. I mentioned that I was charged extra taxes and fees. That you didn't explain to me. I paid those when i made the reservation. Then during the checkout in the office more fees and taxes were applied (some of them looked identical to what was already paid for). Your company uses dishonest and deceitful practices. The employee tells me it's going to cost $100 for coverage. But after all it's over $300. When i asked her why my estimated payment looked more than i expected her reply was "it's temporary, you'll get it back" so maybe you should train your employees better so they dont provide wrong information that forces people to report to BBB.

I paid the following fees and taxes when i made my reservation.

VLF ***	12.00
ERF ***	4.80
A/P Operator Fee ***	40.00
A/P Concession Fee ***	36.62
Tourism ***	38.27
Rental Tax * 30.62 Then I was charged this (you can see the $ amount in my contract) SALES TAX ** TOURISM TAX CONCESSION VEHICLE LICENSE ENERGY RECOVERY AIRPORT OPERATOR What are those fees? Clearly some of them were applied twice. What is airport operator? You offer Free shuttle but then include it in the FEES/Taxes section? how is that not dishonest?

Regards,

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

Customer Answer

Date: 12/21/2022

Complaint: 18520746

I am rejecting this response because:I am rejecting this response because: I dont believe you understand what the problem was. Please refer to my initial message. I am not disputing the fuel charge - I didnt say anything about this charge. I mentioned that I was charged extra taxes and fees. That you didn't explain to me. I paid those when i made the reservation. Then during the checkout in the office more fees and taxes were applied (some of them looked identical to what was already paid for). Your company uses dishonest and deceitful practices. The employee tells me it's going to cost $100 for coverage. But after all it's over $300. When i asked her why my estimated payment looked more than i expected her reply was "it's temporary, you'll get it back" so maybe you should train your employees better so they dont provide wrong information that forces people to report to BBB.
I paid the following fees and taxes when i made my reservation.
VLF ***

12.00

ERF ***

4.80

A/P Operator Fee ***

40.00

A/P Concession Fee ***

36.62

Tourism ***

38.27

Rental Tax *** 30.62

Then I was charged this (you can see the $ amount in my contract)

SALES TAX

**** TOURISM TAX

CONCESSION

VEHICLE LICENSE

ENERGY RECOVERY

AIRPORT OPERATOR

What are those fees? Clearly some of them were applied twice. What is airport operator? You offer Free shuttle but then include it in the FEES/Taxes section? how is that not dishonest?

Regards,

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

Business Response

Date: 01/05/2023

We are still waiting for the response of our *** Affiliate. But know that when you purchase an add-on at the counter, taxes, and fees are not yet excluded.

Initial Complaint
Date:11/28/2022
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 had used ************* company at ************** location for a period of 10/18/22 - 10/22/22 during which on 10/22/2022 I had a toll fee in ****** at 3 locations totaling amount of $ **** and the nu car rental company at the back end after a week charged $9**** explain as a service / admin fee for violations. It is not a violation of any law. There was no Toll booth on that express way where I could pay the fees in person and they care company was charging 12 dollars per day as a pre paid toll charge which I refused to pay in advance as I know that the areas that I am travelling has no toll roads that would cost me $12 per day and to my judgement I was right when they send me the toll collection receipt. They false represented and tried to upcharge me in advance which I declined to buy the prepaid toll fees. I have requested on multiple attempts that the charges are fraudulent, to collect toll fee in the name of violations. Kindly help me.
Business Response
Date: 12/07/2022
We do apologize for the inconvenience.

Please be advised that we'll need to coordinate with our ****** Affiliate regarding the toll charges. In the meantime, are you able to provide us with the following?

1. Signed Rental Agreement
2. Final Contract
Customer Answer
Date: 12/07/2022
Complaint: 18461632

I am rejecting this response because:
I don't have it they never gave me the final print out.
My card was charge like after 3-4 weeks of the rental agreement. The Nu car rental should have it on file.

Regards,

*****************
Business Response
Date: 12/17/2022
Thank you for providing us with a copy of the toll charges.

Indeed, we see that you declined to prepay the tolls. However, based on the Signed Rental Agreement page # 2 (#4.Responsibility for Damage or Loss; Reporting to Police; Responsibility for Tolls and Parking Violations), If you elect not to purchase ** and you drive through an Express Lane, you will pay us $30.00 plus the applicable toll fee for each time you drive through an Express Lane during your rental.

The charges will stand since our ****** Affiliate was able to provide proof of the toll.
Initial Complaint
Date:11/14/2022
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 rented a NU confirmation #**********NU in ***** 11/11-13. Per the stated insurance requirement stated in the reservation ******************* is required when driving in *******. Please bring proof of liability insurance valid in *******-Declarations page with name of company and the policy number valid for at least 3 months at the time of rental or you will be required to purchase liability insurance. Your insurance must be issued by one of the following **** or ******** companies only - State Farm, GEICO, Progressive, Allstate, USAA and Liberty Mutual for **** and Aviva Canada, State Farm Mutual and Wawanesa Mutual of ****** in ****** with at least 500thousand USD liability/event. ******* residents must use their own personal Third Party Liability -TPL- with a minimum coverage of 1 million USD. SCL - ******************************** protects you against claims for injury or damage you cause to a 3rd party and their property. SCL is *****USD plus tax per day for all vehicle sizes ***/LDW-Collision Damage Waiver is required unless renter brings proof of valid Insurance -Declarations page- from an insurance company listed above. ******************** will then waive the *** charge, leaving the renter responsible for all damages to the rental vehicle. The damage waiver includes Liability and Theft Protection, TP and TPL for all car sizes but excludes tire and windshield protection. I provided proof of $1M liability body and property damage liability provided by Progressive which was refused by the desk agent on duty and charged me an additional $47.83 almost doubling the agreed up coast of the rental. Further, ******* does not require liability insurance by the renter only the car rental company I request you refund the difference after review this situation and issue $47.83 refund.
Business Response
Date: 11/19/2022
We do apologize for the inconvenience.

Please be advised that we'll need to coordinate with our ***** Affiliate about this matter. In the meantime, are you able to provide us with the following?

1. Signed Rental Agreement
2. Final Contract
Customer Answer
Date: 11/30/2022
Complaint: 18393375

I am rejecting this response because:

NU Car rental refused my insurance liability proof and charged me without my approval for coverage inconsistent with terms of rental per the attached reservation contract. I have added the items requested by the business but this does not change the fact that the ***** office refused to accept my proof of insurance and added liability insurance charge doubling the agreed upon price from terms of rental previously provided.

Regards,

*****************************
Business Response
Date: 12/08/2022
Based on the file received, indeed, you were charged for Extended Protection Coverage (EPC). This coverage helps you to reduce the security deposit of $****. According to Miami's Policy, ******* Residents and Renters who decline their coverage and the Toll Pass have a deposit of ****USD. In your case, it shows, they only asked you $350 as a security deposit because an insurance was added. Thus, the charge will remain.
Customer Answer
Date: 12/08/2022
Complaint: 18393375

I am rejecting this response because:

I provided proof of $1M liability insurance as provided in the contract. I was not offered the $2500 option and would have paid that instead of the extra charge.

Regards,

*****************************
Business Response
Date: 12/22/2022
We understand your frustration.

Since this was a charge at the counter, we suggest coordinating with our ***** Affiliate at ************.
Customer Answer
Date: 12/22/2022
Complaint: 18393375

I am rejecting this response because: I need your help as the ***** affiliate is acting as you agent as has referred the complaint to your office

Regards,

*****************************
Business Response
Date: 01/16/2023
We do apologize but this is a charge at the counter. We also informed you that this was charged according to their own policy.
Customer Answer
Date: 01/16/2023
Complaint: 18393375

I am rejecting this response because: I provided all the necessary items per the contract and was still charged extra. Your procedures are not consistent with your contract.

Regards,

*****************************
Initial Complaint
Date:11/11/2022
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 November 4, I went to ************** to pick up a rental car at NU. I had pre-paid the rental car back in September. When I got there the lady told me that there was going to be snow and rain and I was not going to be able to get into a dodge charger, as that was what I had reserved she said it was due to the Dodge charger only having 2 Wheel Dr. or something of that sort. She then said I HAVE to be in a minivan and it is 169 so I would receive a credit. She did tell me I was going to be charge for gas and asked me if I wanted any additional insurance. I told her I would take the window insurance. She showed me everything on the screen that I needed to initial and told me what each one was and never told me once that there was going to be a upgrade or a charge for the minivan as I would have had an issue right then and there. I also told her that I was flying home on November 8 at 6:50 AM. She told me to bring the van to drop the keys in the lock box and to take the shuttle to the airport. The entire car rental place was closed completely black and I had to pay $40 out of pocket for a shuttle back to the airport, now I am being charged a total of $544 for a car that I did not want and I also did not need as there was no rain or snow the entire time I was there. I have used you guys in the past . I have never had this problem. I called customer service and spoke to someone that said she was a manager and told me that there was no fixing the problem and that she was sorry. She told me that this was her help and I could take it or leave it. my telephone is set up to inform anyone I speak to that it is going to be on a recorded line for my business, so I do have the disgusting way that the manager treated me recorded. she told me her line was also recorded and disconnected and hung up on me. I want to speak with **** the manager at the ************** NU car rental. There is no way that a car rental place can be so sneaky and just add an upgrade on my behalf.
Business Response
Date: 11/18/2022
We do apologize for the inconvenience.

However, based on further investigation, you were informed by one of our agents about the dropoff policy. She stated that the shuttle only runs during office hours only thus, you need to ride an Uber going *******************.

As for the charges, it will stand since based on the Signed Rental Agreement, you agreed by signing the additional charges (Prepaid fuel, Glass/tire, and upgrade car).
Customer Answer
Date: 11/22/2022
Complaint: 18389963

I am rejecting this response because: your staff did not give the correct information at the time of pick up. I didnt have the option of getting the mini van as she told me a HAD to take it because I couldnt have the dodge I reserved. This is horrible business practice. I have encountered overdraft fees as the charges were not anticipated or agreed on. The verbiage on the contract was read explained to me as I had going to get a credit rather than charges. NU rentals has caused me a great deal of anxiety as you took 308 additional from me that I dont have. Very bad business.

Regards,

***********************
Business Response
Date: 12/07/2022
We understand your frustration. Should you want to make an appeal, you can contact the customer service of the rental facility at **************************.
Customer Answer
Date: 12/08/2022
Complaint: 18389963

I am rejecting this response because: I have emailed that email with no response.
Thats where I started before BBB. I called customer service and I was hung up on.
you guys should make your customer service easier to contact and deal with.
Regards,

***********************
Business Response
Date: 12/23/2022
We do apologize for that. We will advise our SLC Affiliate to contact you directly to resolve this concern since this was a charged at the counter.
Initial Complaint
Date:11/04/2022
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.
Upon arrival, ************* company (************* location) charged me/the listed primary driver (***********************) more than the contract amount that I agreed to prior to picking up the car.They charged for insurance even after I provided proof of my own insurance (along with the declaration page they required).I had to return the car a day early due to them not having a drop off service however, I was still charged for the total number of days.The company has not provided a breakdown of the charges stating that their system was not working properly and the contract could not be found.
Business Response
Date: 11/10/2022
Based on files received, indeed, you declined to purchase the Collision Damage Waiver. Our Rental facility has acknowledge it. But, please be advised that based on their Terms and Conditions, ******* Residents and Renters who decline our coverage and the Toll Pass have a deposit of 2500USD.

Thus, to reduce the security deposit, they let you purchase the Extended protection so will only be charged $350. No refund is due.
Customer Answer
Date: 11/10/2022
Complaint: 18357765

I am rejecting this response because:
This is not in regards to the security deposit. As clearly stated in my message, we were charged for insurance even though we provided proof of our own insurance along with the declaration page as required. We also had to return the car a day early due to there not being a drop off.

Regards,

*****************************
Business Response
Date: 11/18/2022
We understand that. But, if you did not purchase their insurance, then, you need to pay the security deposit of $2,500 because you also declined to purchase their tolls. Were you able to check our website regarding this policy?
Customer Answer
Date: 11/18/2022
Complaint: 18357765

I am rejecting this response because: I need to see in writing from your website where it says that we will be charged for insurance even with proof of our own insurance as well as whatever else you are stating. I also need to see how you are able to charge for an additional day that we did not have the car due to your company not having a drop off process.

Regards,

*****************************
Business Response
Date: 12/08/2022
Please see the link below for the complete policy of our ***** Policy under the Credit & Debit Card Policy.

https://www.nucarrentals.com/print_policy?location=MIA

As stated in our previous response, it was mentioned in the Terms and Conditions that ******* Residents and Renters who decline our coverage and the Toll Pass have a deposit of ****USD. Thus, you need to pay this amount upon arrival. However, to reduce the security deposit, our ***** Affiliate charged you $350 instead for the insurance.

If you decline this coverage, then your signature should not be reflected on the Signed Rental Agreement. Also, the rental document also shows that the Extended Protection is already shown in the rental charges.

On the other hand, we will ask our ***** Affiliate for a copy of the rental documents. We need to check the complete details of the pickup/dropoff date/time.
Customer Answer
Date: 12/08/2022
Complaint: 18357765

I am rejecting this response because:
We were not charged $350 for the insurance so your explanation makes no sense.

Regards,

*****************************
Business Response
Date: 12/22/2022
We do apologize for the typo error. As stated in our previous response, it was mentioned in the Terms and Conditions that ******* Residents and Renters who decline our coverage and the Toll Pass have a deposit of ****USD. Thus, you need to pay this amount upon arrival. However, to reduce the security deposit, our ***** Affiliate charged you $350 instead for the SECURITY DEPOSIT.

We are now doing a follow-up with our ***** Affiliate so they can provide ** with a copy of the rental documents. We need to check the complete details of the pickup/dropoff date/time.
Customer Answer
Date: 12/22/2022
Complaint: 18357765

I am rejecting this response because:
Again, this is not about the SECURITY DEPOSIT. I received that back. The concern is about the insurance fee that I was charged. Your explanations and typos are not applicable or accurate to my complaint.

Regards,

*****************************
Initial Complaint
Date:11/04/2022
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 rented a vehicle from **************************. I prepaid for my reservation and when I arrived to pick up the vehicle I was offered additional insurance, tire/glass protection, and toll fees. I told the representative that I did not want any of these additional items and then I was told to sign in serval blank spaces on a computer screen without ever having the chance to read what I was signing. I assumed I was declining these additional services but in reality I was signing for these. I was misled into signing on for these additional services I did not want. When I return the vehicle I was charge an additional $358.00 above the original rental fee. I was taken advantage of and want the additional $358.00 be refunded.
Business Response
Date: 11/08/2022
We do apologize for the inconvenience.

Based on the Signed Rental Agreement, you agreed to purchase the following:

1. GLASS AND TIRE PROTECTION = $69.93
2. LOSS DAMAGE WAIVER = $147.00
3. ************ = $83.93

Thus, no refunds will be issued.
Initial Complaint
Date:10/28/2022
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.
We rented a vehicle through Priceline for 10/14/2022-10/18/2022 which Priceline noted was through NU Car Rentals/AKA ***************** located at ******************************************************* with a total charge of $233.36 for 4 days. This was for a daily rate of $40.96x 4 days and "taxes and fees" of $69.53. We picked up the rental by 10:30am on 10/14/22 and returned the vehicle to ** ****************** before 9:30am on the date we were supposed, 10/18/22 with no issues with return or the car. Upon returning home from vacation, we saw that the ** Car Rental charged us in addition to Priceline. ** Car Rental NEVER answered our calls, never returned calls and at times would just hang up the phone if someone did answer. In addition to *********'s charges, ** charged us for a DAMAGE WAIVER, ROADSIDE ASSISTANCE, STATE TAX AND CONCESSION FEES for an additional total charge of $196.68. This would make the rental now a total of $430.04 for the four days between *********'s charges of $233.36 and **'s extra $196.68 incurred charges they tacked on! We do not argue the prepaid tolls charge as we did add this to our rental upon picking it up, but the other items (waiver/roadside assistance/TAXES AND FEES) were things that should have been covered under Priceline's pre-paid rental that we purchased. A Priceline representative actually informed us that ** told us they charges us less in taxes than they did so they lie about everything. Also, the taxes and fees percentage do NOT add up to whatever extra charges they tack on. They write 10% for some concession fee which somehow they add up to $36.71. 10% of $196.68 DOES NOT ADD UP TO THAT. The whole place is a scam and they need to be cited and fined with their business shut down for the lies and fraud they practice there.
Business Response
Date: 11/02/2022
We do apologize for the inconvenience.

Please be advised that we will forward this complaint to 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: 11/03/2022
Complaint: 18328945

I am rejecting this response because:
The resolution; however at the time is just that their office is sending the complaint to their *** office for further review and response. I'm still waiting for their response.
Regards,

***********************
Business Response
Date: 11/06/2022
Please be advised that we are still waiting for the response from our *** Affiliate. We will get back to you as soon as we receive a response from them.
Customer Answer
Date: 11/07/2022
Complaint: 18328945

I am acknowledging the response; however I must reject it because I am still awaiting the response from the *** rental company and do not want this closed until a resolution is made.

Regards,

***********************
Business Response
Date: 11/16/2022
Please be advised that our *** affiliate has not provided with us yet their response about your complaint. May we know if they have contacted you directly to resolve the complaint?
Customer Answer
Date: 11/18/2022
Complaint: 18328945

I am rejecting this response because: the MCO ****** has not contacted me directly nor the other ****** requesting a response.

Regards,

***********************
Business Response
Date: 12/08/2022
We do apologize for the inconvenience.

Please bear with us as we will contact the rental facility again.
Customer Answer
Date: 12/08/2022
Complaint: 18328945

I am rejecting this response because: continuing to reach out to rental office

Regards,

***********************
Business Response
Date: 12/19/2022
Please be advised that your concern has been forwarded to our Support Team. We do apologize for the inconvenience. Our *** Affiliate did not send a response yet.
Customer Answer
Date: 12/21/2022
Complaint: 18328945

I am rejecting this response because: awaiting a refund

Regards,

***********************
Customer Answer
Date: 12/21/2022
Complaint: 18328945

I am rejecting this response because:awaiting a refund

Regards,

***********************
Business Response
Date: 01/05/2023
We do apologize for the inconvenience.

Please be advised that a follow-up has been made to 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: 01/06/2023
Complaint: 18328945

I am rejecting this response because: awaiting response.

Regards,

***********************
Initial Complaint
Date:10/18/2022
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 found a car to rent online through a popular travel website. I paid in full for a 6 day car rental per the website ($236.58). When I arrived to pick up car there was an additional charge of $429.24 that I was told by the agent included fees that I would get back as a deposit of $300. The other charges were gas and tolls that I agreed to. I waived insurance. They fast talked me through initialing these charges continuously stating I would be getting $300 deposit back upon return of car without damage or problems. That amount would be deducted from the amount being paid. It still seemed high but after being reassured and having never had a problem renting cars before for decades I gave my credit card. I brought the car back ( gas tank half full and no tolls all week to boot) and again was told I would get my deposit back in 1-2 days. Nothing has ever come and of the at least ********************************************************************************* say to whom and some responses dont mention any deposit and just say I signed a contract which I did. They have avoided any professional responsibility by not paying, not responding adequately to inquiries and by putting me off by repeatedly making false statements when I was present at the retail shop so other customers did not also question their charges. I believe this company has developed a way to improperly charge clients hundreds of dollars and they do it in such a way that there is little recourse. Please help me get my $300 deposit back but most importantly to stop this company from its corrupt business. Thank you.
Business Response
Date: 10/29/2022
We do apologize for the inconvenience.

As for the security deposit, we will coordinate with our ****** Affiliate about this matter. We will also ask them to provide us with a copy of the Final Rental Agreement. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.
Initial Complaint
Date:10/14/2022
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.
10/1/2022 reserved a car through Priceline at the cost of $260.85 which included collision damage coverage. Upon arriving the my only had One employee working us to people had called in sick. This one employee had to check in cars check out cars plus be the shuttle driver getting people to the airports, her ver no and the building. We were very patient and expressed our understanding that this was out of the employees control. The employee stated thank you for being patient. Im going to give you a free upgrade, upon signing the paperwork the employee informed me that my total due was going to be over $500. I couldnt understand the difference when I reserved the car with the same features on priceline for $260.85. At this point we had already been there well over an hour and a half which we continued remaining patient while the gentleman tried to process everything. We were at the point where we really had no choice, but to rent the car. When we got the receipt after we returned the car I noticed that there was an upgrade fee for all five days totaling the amount of $75. In addition, there was another fee for $16 because we returned the car before they opened.When I sent a message to the reservation email, they were quick to respond to tell me that I could drop the car off at the Aladdin park in the garage and turn in the keys to the attendant at no point did they tell me I was going to be charged for this. I have reached out to them three times through email and open up to tickets regarding my complaint, and they will not return my call or emails. When you rent a car with insurance through Priceline for $260.85 and somehow that bill becomes over $500 there is something wrong and they will not answer to it. This is fraud.I want a refund of at minimum $254.00 which is the difference between what I reserved and what I was actually charged.
Business Response
Date: 10/17/2022
We do apologize for the inconvenience.

As for the rental charges, please be advised that we'll need to coordinate with our ********* Affiliate for further assistance. In the meantime, are you able to send us a copy of the Signed rental Agreement?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Nü Car Rentals is NOT a BBB Accredited Business.