ComplaintsforNu Car Rental

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented vehicle in **** and I have my own insurance that covers me renting vehicle. **************** lady at the desk advised that Utah has different laws. I also advised I bought insurance through Priceline booking and they said it would t cover anything. I called Priceline and they advised they do cover for accident or any other damages. NU rental car in **** pressured me into purchasing the insurance. Which cause 3 times more the cost of the actual rental car price and insurance provided by *********.

  Business response

  09/13/2024

  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, we kindly ask you to provide additional details by filling out the needed information below.
  
  1. Confirmation # ending in NU
  2. Pickup date/time
  3. Primary driver's name
  
  
  If you don't have these, please provide us with the following instead:
  
  1. Signed Rental Agreement
  2. Final Invoice/Contract
  
  
  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.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked a rental car through Expedia at bargain basement price of $205 for 3 days in *******. Upon arriving, I was told that the price doubled because of hidden fees like a loss damage waiver. $205 became $445 in 5 seconds. When I asked them to cancel my booking, they said they could cancel it but that Expedia "won't refund you. So I wouldn't bother." I felt like they had a gun to my head. They charged my card an additional $240 on top of the $205 I had already paid and made no effort to explain what happened to me. There is absolutely no warning besides "additional fees may apply" when you book. This is a completely dishonest and deceptive way to conduct business. We were on a shoestring budget for this trip to begin with. There was no empathy for us at the counter and no effort was made to make us happier with the experience. Once they have you at the counter, you are forced to pay whatever they tell you to or risk losing the money you already gave them.

  Business response

  06/16/2024

  Thank you for bringing the additional 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.
  
  
  Based on the Signed Rental Agreement, you agreed to purchase the following:
  
  
  1. Prepaid fuel
  2. Loss Damage Waiver
  3. Additional Driver
  
  
  We do apologize but the charge remains.

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon arriving *** (***************************), when we picked up our rental car, we were informed that every single time we crossed ANY bridge, we would be charged $30 - unless we purchased their bridge toll package. This is a TOTAL SCAM! The bridges in ************ use a license plate scanning system - you can go on line and pay your toll via your plate (including ALL rental car plates) within 48 hours. nu's surcharge of $30 per bridge crossing is an egregious burden on the consumer. It is outrageous. WE NEVER would have rented with nu had we known about this surcharge in advance. They owe it to tell their potential customers about this huge cost.

  Business response

  12/01/2023

  Thank you for taking the time to share with us your experience with our *** Affiliate.
  
  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

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Nu Car rental attempted to increase the price of my rental by 50% via a fuel surcharge. Fuel charges are common in car rentals, but this was for an electric car that I returned at 75% charge, vs. they 85-90% I picked up with. Most importantly, the charge was not described in the rental agreement or policies. When I contested the invoice to support, they repeatedly explained that there was a difference in battery and that it was their "policy" to charge in this case -- but they provided no evidence that this policy was written or signed on my part, did not even clarify the pricing terms, yet would not adjust the charge. None of this would matter if the charge was reasonable; I understand that electricity costs money (and I guess labor to plug in and out). But it was $35 for the tiny charge differential -- far out of line of the most exorbitant gas cost I have ever seen. It is also nearly impossible to return a fully charged car, because they rent Mini Coopers with 60mi range, meaning you would need to full charge at a station within about 8 miles to arrive at 85%. This is one of several aspects of their business model -- limited hours, a very remote site requiring an extra shuttle that runs rarely -- that allow prices that look good when searching for a rental, but dishonestly create a difficult and extractive situation on arrival.

  Business response

  09/15/2023

  Thank you for bringing this to our attention.
  
  
  Please be advised that we'll coordinate with our *** Affiliate about the additional charge of $35.07. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I was going over the details of the car rental contract. ****** and I verbally agreed that I did not want any add-ons but I later found out that I got almost all of the add-ons. glass and tire protection loss damage waiver, ************.

  Business response

  09/13/2023

  Based on the attached Signed Rental Agreement, you agreed to purchase the additional charge. We do apologize but the charges stand.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a car for 3 days and was charged $118.99. When I was picking it up, I informed the clerk that I might need it for an extra day and was told to call the company to extend the rent if I need to. I called the company on the last day to extend the rental, spent hours on hold only to have my calls dropped. I brought the car back 2.5 hours late and was charged additional $311.40.

  Business response

  06/27/2023

  Thank you for bringing this to our attention.
  
  
  As for your concern, *** we have proof that you tried calling the rental facility to extend the rental? Please include the date/time so we can forward it to our Supplier.

  Customer response

  06/27/2023

   
  Complaint: 20230478
  
  I am rejecting this response because:

  How can I prove a negative? I was NOT able to get through.  
  
  Sincerely,
  
  *******************

  Business response

  07/03/2023

  Since your rental was 2 weeks ago, you may still retrieve the call history or call log. We would appreciate it if you can provide us with proof.

  Customer response

  07/05/2023

   
  Complaint: 20230478
  
  I am rejecting this response because:

  Which part of "proving the negative is a logical impossibility", don't you understand?

  In case you don't understand it, how do you suppose I can prove something that DID NOT happen?

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

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This place seems ok until you get your bill. I had prepaid through Priceline and thought it was a good deal. I rented a car for 1 week and ask to not add any insurance on because I have Full coverage already. They say ok, nod and acknowledge then when it’s time to initial a series of boxes( WHICH NO OTHER RENTAL PLACE DOES) your ask to hurry and they it be on the final bill. That is where the SCAM occurs. You see NU CAR RENTAL trains their staff this tactic to trick you to initial the boxes saying you AUTHORIZED additional insurance when you just told them you don’t want any. THIS PLACE WILL STAND BEHIND IT ALSO, “Oh sorry but you initial it”. Like I said. NO OTHER CAR RENTAL PLACE DOES THIS, WHERE I HAVE TO INITIAL EVERY STUPID INSURANCE YOU OFFER.I JUST TOLD YOUR INCOMPETENT ASS I HAVE FULL COVERAGE. I hope a class action lawsuit is in the works. *** ********* 

  Business response

  05/06/2023

  We understand your frustration.
  
  
  However, our SFO Affiliate has already declined the refund request for the LDW Charges. Should you want to make another appeal, please contact them at cc@nucarrentals.us.

  Customer response

  05/06/2023

   
  Complaint: 20025648
  
  I am rejecting this response because: you are just hiding behind your  SCAMMING style of business.  Have you seen how many people have complain about the same thing on Yelp. I even ask the clerk Jackie does she remember when I ask her “not to add any insurance” And she said yes to the manager then gave me a 1-800 number to call.  What a company! 

  
  Sincerely,
  
  **** ***

  Business response

  05/10/2023

  We understand your frustration. However, the insurance fee was charged by the rental facility. Please be advised that NU Car Rentals acts as an agent for the customer and the locally owned and operated car rental firm. Our liability, if any, shall be limited to the amount of rental charges paid to us (the original booking amount).

  Customer response

  05/14/2023

   
  Complaint: ********
  
  I am rejecting this response because: Another tactic to hide from the real problem.  Don’t worry I will tell all my friends and family about how Nu Car rental SCAMMED  me not once or even twice, but THREE TIMES. Go ahead and keep it the great job Nu Car, we all know the path God has for you guys. 
  
  Sincerely,
  
  **** ***

• Initial Complaint

  04/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Being charged $80 where they are claiming that they were charged by Fasttrack. In Fasttrack, this was under my account during ********************** period. They are charging me for someone else's fastrack tolls and in turn making me pay double. Please provide me the invoice from Fasttrack showing that they charged you during my rental dates/times.They are also charging me for a secondary driver. I was advised I could not add a secondary driver if that person was not present even if I provided their driver's license. The signature on the ********************** agreement does not match the signature of the person they are charging me as the secondary driver.

  Business response

  04/13/2023

  We understand your frustration.
  
  
  Please be advised that we'll ask our *** Affiliate to provide us proof of the toll invoice. As for the extra driver, since it was not already added on the Signed Rental Agreement, the charge still remains.

  Customer response

  04/18/2023

   
  Complaint: 19928646
  
  I am rejecting this response because: waiting on fastrack invoice since Nu Car shared they will attach it but there were no attachments. I dont not want to pay double as I am charged but fastrack in my own account and also again ***** Car is claiming they got charged as well. The dates they were charged were probably for different days outside my rental timeframe and wasnt notified by Nu Car for those November incident until 6 months later. Should have been notified within a week after rental return in Nov 2022 and not April 2023. 
  
  Sincerely,
  
  *********************

  Business response

  04/19/2023

  Please see the attached invoice that was forwarded by our *** Affiliate.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Issue 1 - They send me a bill in March 2023 for a rental that occurred 5 months ago back in November 2022 after I also got a receipt where I was checked out by ****** after the car was examined with no issues. Issue 2: At that time of drop off for the return back in November 2022, I had also asked that they remove the surprise charge for an additional driver charge. Initially when I picked up the car, I only had the license of the extra driver and he was not present. They advised me they wont be able to add him as a result. The additional driver was not present to sign since I thought bringing their license would be enough to add. So I went about the rental thinking I was the only driver that could operate the vehicle and drove the entire time with no secondary driver. When I return the car, they charged me for the extra driver because they said they had a copy of the license of the other person on file, BUT I reminded them that they said it would t go through because he wasnt present at pickup. They said he mustve been bc they have a copy of his license. I asked them to check the signature and to check the cameras and they will see at the time of signing he was not even present. They advised me manager isnt present and that he doesnt have a contact.

  Business response

  03/24/2023

  Thank you for bringing this to our attention.
  
  
  As for your concern, please be advised that we'll coordinate with our *** Affiliate about the unknown charge of $74.00 and the extra driver fee. Rest assured that we will give you an update as soon as we receive a response from the Car Rental Location.

  Customer response

  03/25/2023

   
  Complaint: 19633342
  
  I am rejecting this response because: it is not a resolution. It is just telling me a summary of my complaints. 
  
  Sincerely,
  
  *********************

  Business response

  03/31/2023

  Please see the response from our *** Affiliate:
  
  
  The $74.00 charge is for toll roads used during the duration of the rental. As per the terms and conditions, anytime the ************ package is declined, the renter is fully responsible for any and all toll roads used, as well as a $30 admin fee per toll used. We are billed several months later from the toll company and that is why the charge came later, It is written on the contract above the customers signature that they authorize us to charge their card on file for any future tolls or parking violations billed 
  The extra driver was requested and we have a signed rental agreement, signed by 2 parties. this as well as the toll charges will stand.  

  Customer response

  04/03/2023

   
  Complaint: 19633342
  
  I am rejecting this response because: the vehicle was registered under me on Fastrack. I called fastrack and they said you would need to call them to fix the charges. You would provide them with the Fastrack invoice number. But from my screenshot you can see my tag was active and the license plate Chrysler UT ****** and dates of of the rental 11/27/22 11:30am to 11/30/22 11:30am.
  

  For the 2nd issue - please provide a copy of the signature because I was the only one present. The secondary driver that I brought the license for was not present and was advised that he had to be present to sign. Can you advise if that is the policy, where the person has to be present to sign in order for additional drivers to be added? I would like to see if the signature also matches the license signature. Please also check video camera footage and you will see that there wasn't a 2nd person present at signing. So when I drove off the lot, my understanding was there was no secondary driver because I was advised theywould need to be present to sign and he was NOT. 
  Sincerely,
  
  *********************

• Initial Complaint

  01/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hey I rented a car for a week from January 4th till January 11th my weekly rate was 159 I over keep the car for 4 days when I return the car they charged me **** for 4 late days which is very ridiculous I tried to talk to the the manager he wouldnt come out to talk the lady in the front told me to talk to the owner which lives in *********** how would I talk to the owner if the manager cant come and talk to me very bad attitude in that location I will be fighting these charges I will not recommend anybody to rent from them

  Business response

  01/31/2023

  We do apologize for the inconvenience.
  
  
  As for the extra days' fee, may we have the following so we can further investigate the issue with our Supplier?
  
  
  1. Signed Rental Agreement
  2. Final Contract
  
  
  In case you are unable to provide these documents, please give us the following instead:
  
  
  1. Confirmation # ending in NU
  2. Original Pickup date/time
  3. Primary driver's name
  4. Pickup location or destination airport

  Customer response

  02/03/2023

  Better Business Bureau:
  
  Yes I picked up the car on 1/4 drop of on 1/11 pick up and drop off at *** location my name is ***************************** I drop the car off a few days late which was the 15 4 days late then I was told I owe **** for the 4 days late fee I ask to talk to a manager manager wouldnt come and talk to me which is not professional I never received the contract on email everything was signed on a computer when I dropped the car off they kept the only paper I had then when I left a worker there told me to call and talk to the owner of the location thats the only person that can drop the charges on the car I called never received a call back I emailed you guys I never received a email back neither which isnt professional at all the car a weekly rate cost 159 a week you guys trying to charge me for for 2 months which isnt fare I traveled the world and never had this issue happened to me ever 
  
  *****************************

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