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:08/02/2024

  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.

  This company is unethical and tries to charge for tolls even when the consumer state that they dont want it. They also charge an unusually large amount for security deposit. They dont inform you that they dont allow their vehicles to be driven out of state until theyve taken your booking fee which they refuse to refund.

  Business Response

  Date: 08/07/2024

  Thank you for bringing the security deposit and mileage restriction issues 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: 08/07/2024

   
  Complaint: 22081061
  
  I am rejecting this response because:

  Business request additional information regarding complaint. Information is attached. This business cost me to lose a days work as I am a travel nurse and I was renting the car to drive to ******* to start working, which I was late for by a day because I was not able to rent the vehicle at that time. My trip had to be postponed for the following day. 

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

  Business Response

  Date: 08/12/2024

  We understand your frustration.
  
  
  However, there is no attachment to this platform. Please send your rental details to us.

• Initial Complaint

  Date:07/09/2024

  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.

  In June 2024 I made an online reservation to pick up a car at **************************** on June 25 and drop off on July 2. The vehicle was a ***** Blazer (or equivalent) and the price that I paid by credit card on the day of the reservation was $677.33. When I arrived at the ** Rental location I was informed that the car I rented would not physically make it to *********, ** because it was a difficult place to get to. We were given a Dodge Durango. I was then charged an additional $2,042. 56. The employee lied to me. The car would have made it to *********. I feel violated and scammed. The young woman scammed me into the *******. I don't mind paying the $677 but I don't feel that I should be charged an extra $2000 for a car that is only slightly bigger. MORE THAN THAT...she lied about being able to get the slightly smaller SUV to *********.

  Business Response

  Date: 07/12/2024

  Thank you for bringing the upgrade 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.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21961904
  
  I am rejecting this response because: your representative told us that the Blazer would not make it to ********* and that we needed the bigger car and charges us an additional $2,042 above the $677 we had already paid. The Blazer would absolutey have made it to *********. I want the $2000 refunded.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/17/2024

  We understand your frustration.
  
  
  However, based on the attached rental documents, you agreed to sign up for the upgrade that cost $1,050 (before tax). It was also shown that you purchase the following:
  
  
  1. Prepaid Fuel
  2. Additional Driver
  3. Loss Damage Waiver
  
  
  We do apologize but the charges remain.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21961904
  
  I am rejecting this response because: I appreciate the detail provided. As a result of the information, I would like the cost of the upgrade ($1,050) refunded. I did not want or need an upgrade but was told that the car I had selected and paid for would not get me to *********. I would come to find out that was a lie. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/29/2024

  We understand that you need a refund for the upgrade.
  
  
  We will send a follow-up to our Supplier since this is a counter charge. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

• Initial Complaint

  Date:06/24/2024

  Type:Order 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 from this company and we were told we would get our $200 deposit back but they charged us fir a Damage Waiver of $174.93 that we did not agree to. They do not let you see the contract and scammed out of money

  Business Response

  Date: 06/27/2024

  Thank you for bringing the Damage Waiver fee 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

• Initial Complaint

  Date:06/16/2024

  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.

  Upon picking up the pre-paid car rental, ******* in the ************** location repeatedly lied about the various upcharges and what they were for. He talked in circles about fuel, tolls, and told me the things I was initialing for insurance was confirming what I already selected and paid for online. This was not the case and my rental went from $213 to over $600. Reading ****** reviews you can see this is a continuous problem, specifically in this location.

  Business Response

  Date: 06/21/2024

  Thank you for bringing the extra fees 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.
  
  
  Your feedback will be forwarded to our Denver ***************** ensure your concern is addressed. We apologize for the inconvenience this has caused.

  Business Response

  Date: 06/25/2024

  Based on the attached Signed Rental Agreement, you agreed to purchase the following:
  
  
  1. LOSS DAMAGE WAIVER (LDW)
  2. SUPPLEMENTAL LIABILITY INSURANCE (SLI
  3. ROADSIDE SERVICE PLAN (RSP)
  4. PERSONAL ACCIDENT COVERAGE & EFFECTS INSURANCE. (PAC/PAI/PEC)
  
  
  We do apologize but the charges stand.

  Business Response

  Date: 06/25/2024

  More Information Received:

  from: ************************************** on 6/25/2024

  Relay Message

  Mark as Reviewed

  Sent Via:	Email (ODR)
  From:	Customer Service
  From Email:	Customer Service
  To:	BBB Serving ***************
  Subject:	More Information
  Date Sent:	6/25/2024 1:21:31 PM
  Date Read:	6/25/2024 1:52:22 PM
  Attachments:	DrInvoice_DEN-217591.pdf (Add to Library) (Manage File) DP__0664.pdf (Add to Library) (Manage File) Print Agreement-DEN-217591.pdf (Add to Library) (Manage File)

  
  
  

  Based on the attached Signed Rental Agreement, you agreed to purchase the following:
  
  
  1. LOSS DAMAGE WAIVER (LDW)
  2. SUPPLEMENTAL LIABILITY INSURANCE (SLI
  3. ROADSIDE SERVICE PLAN (RSP)
  4. PERSONAL ACCIDENT COVERAGE & EFFECTS INSURANCE. (PAC/PAI/PEC)
  
  
  We do apologize but the charges stand.

• Initial Complaint

  Date:06/12/2024

  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 06/09 to 06/11. I was charged a $350 refundable security deposit at the time of rental. I returned the car with no new damage, which was verified by the person who checked it in. A few hours later when they finally emailed my receipt, it showed amount of security deposit returned as $0. I have reached out three times via a portal they provided. Each time they close the ticket without responding. I have no idea why they are not refunding the security deposit and I have had no communication back from them.

  Business Response

  Date: 06/20/2024

  Thank you for bringing the security deposit issue 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 Charlotte ********* to ensure your concern is addressed. We apologize for the inconvenience this has caused.

• Initial Complaint

  Date:05/26/2024

  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 Rentals on 5/25/2024 in ************** and 1 day and asked the rental customer service personal what will happen if I am late. She said I will be charged on hourly basis up to a certain time and then after that threshold a full day. On returning the car, based on that understanding, I went in to speak with her. She was not around and I spoke with the manager. He said I must have fabricated the story. He went inside to replay the **** recording for about 30mins and came back to say he did not see such conversation. This is clearly not true. The said conversation happened and if the manager is being honest that he did review the **** he would have heard the agent clearly state that. I worked on that assumption that I will be charged a pro-rated amount or at worst the same amount for an additional day. Instead, I was charged 600% increase on what I paid because it was what they had on the small print. I am not as hurt about the 600% fees and the stain on my integrity to be told that I 'fabricated a conversation that never happened'. This is a business that does not respect its customers, have no regard for integrity, and has questionable business practices. It would have been more economical for me if the agent had pointed out that it was 600% more for an additional day versus paying for 2 days.

  Business Response

  Date: 06/04/2024

  Thank you for bringing the additional charge issue 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.
  
  
  Based on the attached Final Invoice, you were only charged $60 for returning the car late plus the ******************** We understand how frustrating this might be but the rental contract wherein you signed the paper contains the rate of the additional charges. We do apologize but the charge remains.

• Initial Complaint

  Date:05/26/2024

  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 am writing to formally lodge a complaint regarding my recent rental car experience, which has left me extremely violated. Account **************** Original Booking Price:** $127 Charged Amount:** $459 Date of Incident:** 5/24/24 Upon arriving to pick up my rental vehicle on 5/24 I was informed by attendant, *******, that my drivers license was expired, despite the fact that it had expired only four days prior and the state of Pennsylvania has provided an official extension for expired licenses. I provided all necessary documentation to verify this extension; however, ******* refused to accept this verification.Moreover, ******** demeanor was unacceptably rude and dismissive. He falsely accused me of being an at-risk driver, a baseless and offensive claim that has no merit. As a result, I was forced to pay an exorbitant amount of $455, nearly three times the original quoted price. This feels like a blatant case of price gouging, especially given that I was provided with a different car than the one I had originally requested.To add to my distress, I was traveling on vacation with my minor children. We had successfully navigated airport security without any issues regarding my license, which further underscores the unnecessary and unfair treatment I received from the company. The financial and emotional strain caused by this experience was significant and wholly unjustified.Given these circumstances, I am requesting an immediate refund of the overcharged amount. The breakdown of the discrepancy is as follows:Original Quoted Price:** $127 Charged Amount:** $459 Difference:** $332 I demand a refund of $332 for the overcharges, along with a formal apology for the rude and unprofessional behavior exhibited by the employee, *******. He treated me like a criminal. This company is literally scamming travelers in plain sight. I have attached proof of driver license extension and personal insurance. I did not need their insurance. Please help.

  Business Response

  Date: 06/04/2024

  Thank you for bringing the driver's license and extra coverage issues 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.
  
  
  May we know if you were able to provide proof of insurance during the pickup? Please be advised that a driver's license is required to rent a vehicle. If the pickup location did not consider the proof of extension, a contract is not possible. 

• Initial Complaint

  Date:05/19/2024

  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.

  Reserved this car rental through Expedia who I've never had a problem with and never would have suspected that a company they recommend would try to cheat me.The reasonable car rental rate of $35.00/Day nearly quintupled to $157.00/Day when customer service rep ******** me about the charges. I plainly stated when I made the reservation and at the check-in counter that I didnt need the insurance as I have rental car insurance in my plan. I have Two AAA memberships so didn't need roadside assistance. Why would anyone pay tolls in advance? In advance of what? After plainly stating I refused the insurances I literally was tricked into thinking I was WAIVING this coverage by initialing the contract. Later, after it was disclosed that an additional $300.00 would be added to the credit card until I returned it, I asked the ** rep if thats why the bill was so high. He said yes. He lied. NU CAR RENTALS - DEN - Invoice for R/A No.: DEN-****** RATE CHARGE ****** (3 Days 05/15 - 05/18)LDW ******* Not needed have personal coverage on rental cars.ROADSIDE ASSISTANCE ***** Not needed. Have two AAA Memberships.EXPRESS TOLL35.97 ]]Not needed.AP SURCHARGE36.33 $12.00 / Day just for picking up at the airport?RENTAL SURCHARGE6.39 VEHICLE LICENSE ******** CUST FACILITY/********* After I said I would refill the fuel.SALES TAX33.61 CC SURCHARGE9.22 TOTAL CHARGES470.11 Added, Unneeded, Unnecessary charges plus tax: > $300.00 Just amazed at the blatant deception to deceive and trick senior citizens. I'm more than willing to pay for the car rental, but I deserve a refund of unnecessary charges.

  Business Response

  Date: 05/27/2024

  Thank you for bringing the toll, Roadside, and LDW fees 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 with our Denver ********* to further investigate your case. We do apologize for the inconvenience.

  Customer Answer

  Date: 06/06/2024

  cPlease advise.

  Not at all sure what has happened, here. 
  No one from Nu has contacted me to discuss anything.
  If they did it through this um, Medium, I still never received any notification of my need to respond.
  Why are you sending me the receipt?  I sent this information to you regarding my claim, which has neither been addressed nor settled.
   I never received any notification of credit being applied or any part of my complaint being addressed. Now you're saying the case is closed?
  I contacted them through their regular phone and written channels initially. After there was no response, I contacted you. Since that time, I have never been contacted by Nu.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21733198
  
  I am rejecting this response because:

  More Information Received:

  from: ***************** on 6/6/2024

  Relay Message

  Mark as Reviewed

  Sent Via:	Email (ODR)
  From:	***********************
  From Email:	***********************
  To:	BBB Serving ***************
  Subject:	More Information
  Date Sent:	6/6/2024 1:38:26 PM
  Date Read:	6/6/2024 1:38:49 PM
  Submitted w/ Complaint:	42544_DEN-210438.pdf Files listed above be visible when complaint is viewed online.
  Attachments:

  
  
  

  cPlease advise.

  Not at all sure what has happened, here. 
  No one from Nu has contacted me to discuss anything.
  If they did it through this um, Medium, I still never received any notification of my need to respond.
  Why are you sending me the receipt?  I sent this information to you regarding my claim, which has neither been addressed nor settled.
   I never received any notification of credit being applied or any part of my complaint being addressed. Now you're saying the case is closed?
  I contacted them through their regular phone and written channels initially. After there was no response, I contacted you. Since that time, I have never been contacted by Nu.

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

  Business Response

  Date: 06/24/2024

  Based on the Signed Rental Agreement and the other file, you agreed to sign up for the following:
  
  
  1. Toll - This was suggested by the rental counter however, it is optional. As stated on the Terms and Conditions (page 2), If you elect not to purchase TX and you drive through an Express *********, you will pay us $30.00 plus the applicable toll fee for each time you drive through an Express Lane during your rental. Please be informed that all rental cars are equipped with toll transponders and can not be removed.
  
  
  2. RSP and LOSS DAMAGE WAIVER (LDW) - Were you able to present proof of Insurance or a copy of your Declaration Page during the pick up? If yes, please provide the file for further investigation.

• Initial Complaint

  Date:05/12/2024

  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.

  Reserved a car for may *****. Went to pick up the car and the receptionist said she would not take my $300k comprehensive liability insurance. She demanded that I purchase their $500k liability insurance. When I booked through ************ the additional cost was not disclosed to me. It was never disclosed to me in the confirmation email Nu Car Rental either. She would not rent the car to me so I would like a refund.

  Business Response

  Date: 05/19/2024

  We are sorry to hear you are unable to rent the car. We can see that your reservation was booked via ******. Please contact their **************** for options on your request.
  
  
  Phone #: **************
  Website: ***********************************************************************
  
  
  In the meantime, we've shared your feedback with our Supplier to ensure your concern is addressed. We apologize for the inconvenience this has caused.

  Customer Answer

  Date: 05/19/2024

   
  Complaint: 21700250
  
  I am rejecting this response because:

  We have already contacted the travel agent but we were told to contact you directly to get a resolution. We were told that they are not able to provide a refund without agreement from nu rental car.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a car rental with NU through Expedia on 3/7 for the dates 4/12-4/19. I booked the rental through my Expedia account and with a credit card in my name, ***********************. ********************************* was listed as a driver on the reservation. Because I booked the reservation with my account and my credit card, I assumed I could use the same card for prepayment at the time of pickup for a deposit. When ******** and I arrived at *** to pick up our car rental, the representative said that we must pay a security deposit using a credit card in Emmanuels name. ******** did not have a physical credit card on him because those terms were never presented to us. Under NU's contract, in section Credit Card Guarantees, it reads The Credit Card used for prepayment MUST be presented at the rental counter at time of pick up -- which is what I tried to do.Our original reservation was booked for $344.01; the representative canceled it and charged us twice as much -- $701.98 -- for the new reservation.The representative at LAX never presented the terms and conditions. She instead pressured me to sign several conditions and continually assured me its fine when I was trying to seek more information.I did not receive the receipt for the new car rental agreement as the rep promised. I had to contact NU separately to receive it.There was no registration in the car. I asked NU twice where we could find it and received no response.When I arrived to NU ********* to drop off the rental, the representative said the agreement said the car needed to be dropped off at LAX -- after I explicitly asked the LA rep to ensure the drop-off location was ********* and she assured me everything was correct.The San Diego NU office tried to charge me a $125 fee for dropping off the car in the wrong location. Luckily, a manager was at the office and waived the fee after I explained the situation.I was also told I would receive a refund for the canceled reservation. I have not received it

  Business Response

  Date: 05/10/2024

  Thank you for bringing the credit card and extra charge issues 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.
  
  
  Based on the Terms and Conditions of our LAX Affiliate, All renters are required to have a valid drivers license and a current credit card in his or her own name. Please hit the link below for your reference (under Driver Qualification).
  
  
  ***************************************************************
  
  
  As for the original booking, please be advised that it was canceled and refunded on 04/24/24 as shown in the attached file.
  
  
  On the other hand, we will forward the rental charge issues to our LAX Affiliate. They will be the ones to contact you directly on this matter since your new rental was created by them.

  Customer Answer

  Date: 05/10/2024

   
  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,
  
  ***********************