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:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reservation #**********NU I made the reservation and paid it with my US credit card. I put my brother in law as a driver, however, didn't find a place to add myself as a secondary ********* i stayed at the airport with the kids, while my brother-in-law took the van to the hotel to pick up the car, the lady said she could not let him get out of the parking lot without some sort of additional "insurance". My brother doesn't speak very good English and with me on the phone asked her to speak to me so I could explain the situation. She ********** us credit card has a rental car coverage and i wasn't expecting to have to add any additional ones. However, she wouldn't let my brother leave the facility without agreeing to charge his card $25/day for insurance.I have since Saturday tried to call several times and got hang up on all of the times.This information was never disclosed or I would haven't rented from you guys if i knew it would be this much problems. I made the reservation and paid it with my US credit card. I put my brother in law as a driver, however, didn't find a place to add myself as a secondary ********* i stayed at the airport with the kids, while my brother-in-law took the van to the hotel to pick up the car, the lady said she could not let him get out of the parking lot without some sort of additional "insurance". My brother doesn't speak very good English and with me on the phone asked her to speak to me so I could explain the situation. She ********** us credit card has a rental car coverage and i wasn't expecting to have to add any additional ones. However, she wouldn't let my brother leave the facility without agreeing to charge his card $25/day for insurance.I have since Saturday tried to call several times and got hang up on all of the times.This information was never disclosed or I would haven't rented from you guys if i knew it would be this much problems.

  Business Response

  Date: 11/26/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the insurance issue and the frustrations it has caused.
  
  
  Based on the Terms and Conditions of our LAX Affiliate (please see the link below), A valid drivers licence and a current credit card in his or her name are required. Also, The renter is responsible for all damage or loss to the rental vehicle. This responsibility may be reduced or eliminated, please inquire at our rental counter.
  
  
  ***********************************************************
  
  
  Furthermore, since the Collision Damage Waiver was signed, the charge remains.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22573609
  
  I am rejecting this response because: The company is misleading people with their online advertisement. Companies shouldn't be allowed to force renter to pay double the amount of the rent to get their liability insurance if one has been provided.
  
  Sincerely,
  
  ******* A. *****

  Business Response

  Date: 11/30/2024

  You might have your own coverage but the question is, does the renter have his own proof of insurance? Please be informed that the renter should meet the requirement before renting the vehicle. 
  
  
  And about the advertisement, did you mean your booking Source, Expedia? Because our website contains all the information.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I rented a car from this business on 10-19-24. They require a $300 hold . I said ok I return the rental on the 10-21-24 with no problems. Its been almost a month later and the deposit is still being held on my credit card. Ive emailed no reply Ive called no answer but 1 time and they gave me a number that was disconnected. I called while they were on the phone and they hung up. I called back 3 times after no answer.

  Business Response

  Date: 11/26/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the deposit issue and the frustrations it has caused.
  
  We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. To better understand the specifics of your issue and work towards a resolution, we kindly ask you to provide us with the following:
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract
  
  
  If you don't have these documents, please provide us with the following instead:
  
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name

• Initial Complaint

  Date:11/02/2024

  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 August 14th I purchased a Supplier's Choice car package from N Rental through ************* website. The rental was prepaid for $104.66 for October 28 - November 2 Pick-up time of noon 12:00PM. Confirmation #:6091187116NU. I was to fly into ******* on October 28th thru ***************. That flight was modified by Spirit to arrive on October 29th instead of original October 28th date. On Friday October 25th I contacted N Rental to provide them with an update on my prepaid rental letting them know that even though I paid for October 28th-November 2 I wouldn't be picking up until my new flight time of 7pm October 29th. The representative told me that they couldn't provide any reimbursement for the lost day of rental since it's a prepaid reservation but would make note that I was arriving at roughly 7pm on October 29th. When I arrived in ******* on October 29th N Rental said my reservation was no longer active even though they saw the note that I had called making them aware of my next day arrival. They told me that I needed to have arrive by noon that day in order to keep my reservation. I questioned the agent on why a prepaid reservation would be given away especially knowing my arrival. The agent got defensive telling me he would reinstate the reservation for $45. I asked why would I need to purchase a vehicle I had already paid for. He said my car was no longer there. I then stated my reservation was for "suppliers choice" and that any vehicle would suffice since there are several cars on the lot. The worker said the $45 is for a nicer vehicle than I would have gotten. I again stated I already paid for a vehicle, it is their fault they chose to double book a vehicle that was already rented. The worker said I had three choices, pay the $45 in addition to my already prepaid reservation, leave with no certainty of a refund since I booked through Priceline along with no vehicle, or choice three if I still continue to question the fee he would call the police.

  Business Response

  Date: 11/07/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the car class issue and the frustrations it has caused.
  
  We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your complaint has been forwarded to our *** Affiliate.
  
  
  Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.
  
  Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.

  Customer Answer

  Date: 11/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a car reservation with Nu Car Rental via Expedia. I paid for it in full, non-refundable. When I arrived to pick up the car they wouldn't let me retrieve the car without paying for additional liability insurance, even though I already have liability insurance through my personal auto insurance. There had been no mention of this requirement in the booking emails from *******. After I returned the car they tried to withhold an additional $50 from my security deposit for a "tire patch." I pointed out the low tire pressure to the attendant when I picked the car up and he said it was fine. I also have photo documentation showing the low pressure. The company was non-responsive when I tried to address the issue.

  Business Response

  Date: 11/04/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about your recent experience and the frustrations it has caused.
  
  We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
  
  
  
  Before we send a follow-up to our Miami Affiliate, may we have proof that the tire has already an issue during the pickup? Please include the date and time.

• Initial Complaint

  Date:10/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car online with Nu. The total was a little over 100 dollars. They charged me for a 250 dollar deposit and then never released the deposit. The. They forced me to sign for insurance I didnt need because **************** covers my rental and I had full insurance.

  Business Response

  Date: 10/10/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the deposit and extra coverage issues.
  
  We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. To better understand the specifics of your issue and work towards a resolution, we kindly ask you to provide us with the following:
  
  
  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 
  4. Pickup location/Destination Airport

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Unethical Practices and Overcharging by Rental Company I am writing to file a formal complaint regarding my recent rental experience through your platform. I prepaid the rental amount without issue and opted out of additional insurance, as I have comprehensive coverage with my personal insurance provider.However, the rental company in ************, ***********, exhibited a troubling lack of integrity and honesty. Despite presenting proof of my full coverage, the staff misled me and pressured me into purchasing their unnecessary insurance. The representative at the airport was rude and indifferent, and the situation was handled in a highly unprofessional ********* a result, I was forced to pay over $400 for coverage that I did not need, along with several exorbitant fees. This exploitation occurred under the pretense of urgency, leaving me feeling taken advantage of. Such practices are not only unethical but also damage the reputation of the city and community.The vehicle was picked up on August 6, 2024, and dropped off on August 12, 2024. I believe this companys behavior warrants scrutiny, and I urge *********** to take action to address these concerns and prevent future occurrences.Thank you for your attention to this matter. I look forward to your response and hope for a resolution to this issue.

  Business Response

  Date: 09/11/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the extra coverage fee and the frustrations it has caused.
  
  
  We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
  
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. To better understand the specifics of your issue and work towards a resolution, may we have the following documents?
  
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract
  
  
  If you don't have these files, please provide us with the following instead:
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name

• Initial Complaint

  Date:07/25/2024

  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.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against NU Car Rental for what I believe to be deceptive business practices.On 6/9/2024, I booked a rental car through Expedia with NU Car Rental for a total cost of $42.25. Upon arriving at the rental desk, I was informed of an upgrade fee, which I neither requested nor consented to. Despite my objections, I was forced to pay a total of $129.85.This additional fee was not disclosed to me at the time of booking, and I did not agree to any upgrades. The practice of adding unforeseen charges without prior consent is deceptive and misleading.I am seeking assistance from the Better Business Bureau to address this issue and to prevent such practices from affecting other consumers. I am also requesting a refund of the difference between the originally agreed-upon price and the final charge, which amounts to $87.60.I have copies of and can send over my booking confirmation and the receipt for the total charge. I appreciate your attention to this matter and look forward to your support in resolving this issue.Thank you for your consideration.Sincerely,

  Business Response

  Date: 07/30/2024

  Thank you for bringing the upgrade fee to our attention.
  
  
  First, i would like to apologize for the frustration you've been experiencing. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  
  
  We will forward your complaint to our LAX Affiliate to ensure your concern is addressed. We apologize for the inconvenience this has caused.
  

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We scheduled a pickup for 12:00 AM and our flight was delayed till 12:38. I figured no worries, they say they hold your car for 2 hours past the scheduled pickup time. Nope. They closed down when we got there. Then we were stuck at the airport until an **** picked us up. When we arrived in the morning, our car was already gone and the foreign lady could hardly speak English. She gave us a new car and said our TOTAL price would be $132. What she actually meant was that she was changing us an EXTRA $132! Total scam. Now our flight is leaving at 6:00, but they don't open until 7:00. The whole thing cost us an extra $100 in **** rides as well. I want a refund for at least the balance between the two cars.

  Business Response

  Date: 07/23/2024

  Thank you for bringing the pickup issue and the extra fees to our attention.
  
  
  First, we would like to apologize for the frustration you've been experiencing. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  
  
  To help us route your complaint to the appropriate department that can address your concerns, we'd be grateful if you could provide us with additional details by filling out the needed information below.
  
  
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name 
  4. Pickup location/Destination Airport
  
  
  If you don't have these, please provide us with the following instead:
  1. Signed Rental Agreement
  2. Final Invoice/Contract

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21985661
  
  Here is the additional requested information. 

  Pickup date and time- July 10th, around 10:00

  Driver's name- *********************

  Location- **************, ****

  Booking code-B31232657

  Confirmation code- 6750194741NU

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

  Business Response

  Date: 08/06/2024

  Thank you for providing us with your booking details.
  
  
  Your case has been forwarded to our SLC Affiliate for further assistance. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from NU Car Rentals on April 19th 2024. After signing the contract and before I took position of the vehicle I discovered that there was damage on the car. I reported this to the attendant, my insurance company, **************** and to the corporate office. I was advised by your corporate office to return the key to the attendant, which I did. As part of the contract, that I signed, Nu Car provided a link with pictures of the car without damage but the car that I rented was indeed damaged. I took pictures and explained this to ***************** Expedia, my insurance company and to a manager at Nu Car. I did not drive the car at all yet I was charged for a rental fee and insurance as well as tolls without ever driving the car. I providing time stamped photos that I took of the car as it sat on the lot as well as the link provided by Nu Car at the time of signing the contract. It is clear to see that link that Nu Car provided shows no damage but the photos that I took shows damage. After almost three hours on the phone with Expedia and a manager from ****************** they advised me to give the key to the attendant, which I did and they agreed to cancel the transaction. My biggest concern is that Nu Car is claiming that I damaged the car and I have the proof that I never drove it. Also, the car was rented to someone else right after I gave the key to the attendant. This is clearly fraud Note: If ************ looks at your cameras that are mounted on the building they will see that the car was never moved by me. They will also see that it was rented right after I gave the key back.The rental agreement is ********

  Business Response

  Date: 07/24/2024

  Thank you for bringing the car damage issue to our attention. 
  
  
  First, we would like to apologize for the frustration you've been experiencing. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  
  
  Your review has been forwarded to our Charlotte ********* to ensure your concern is addressed. We apologize for the inconvenience this has caused.

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I picked up a rental car in **************. I provided proof of insurance. They wouldnt let me decline the loss damage coverage. They are charging me $29.99 day. I want this charge refunded. My RA number is SLC-*****

  Business Response

  Date: 06/28/2024

  Thank you for bringing the *** fee to our attention.
  
  
  First, we would like to apologize for the frustration you've been experiencing recently. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  
  
  We will coordinate now with our Denver ********* to ensure your concern is addressed. We apologize for the inconvenience this has caused.