ComplaintsforNu Car Rental

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Travel 7/17/24 - 7/21/24. Confirmation - 6170042060NU.I booked a trip for my wife and daughter through Priceline and it included a rental car from NU Car Rental. Nowhere during the Priceline checkout process did it contain any language regarding the need for "Loss of **** ********** This was presented as mandatory when my wife arrived to pick up the car. If it was not purchased then the non refundable reservation would be cancelled. My wife reluctantly paid for it as she didn't want to lose the money that was already paid. There is no mention of "Loss of use" coverage in the car rental agreement(attached). When she took the shuttle bus back to FLL another family was discussing the bogus "loss of use" insurance they were charged. How many people are getting scammed by these unethical business practices? Businesses should not be made to purchase additional coverage after they have already paid a non-refundable fee and entered into an agreement. I have asked repeatedly for a refund for these charges and have been told "Each of our rental locations has its own insurance policy; if you do not comply, they reserve the right to cancel your reservation and direct you to another company to rent from. " As I stated this can't be something that occurs after an agreement is made and money is paid. This leaves the consumer with very protection. Please help me get a refund and I hope this company can be more transparent as I have never had to pay for additional coverage, because of my existing insurance, in my 35 years of traveling.

  Business response

  07/24/2024

  Thank you for bringing the extra coverage 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.
  
  
  Based on the Terms and Conditions of our FLL Affiliate, the insurance policy will be discussed further by the rental counter. Also, our Supplier gave you a chance to present this kind of coverage by sending us the proof. Please forward it to us if you have it.

  Customer response

  07/24/2024

   
  Complaint: 22023604
  
  I am rejecting this response because: This is the same cookie cutter response they continue to respond with. The "loss of use" terms were not presented until AFTER the car was paid for with NON-REFUNDABLE terms.  Furthermore they are presented verbally. This is an extremely troubling way of trapping a consumer into buying coverage when they can't get their money back and go elsewhere. This pattern of behavior should be investigated by the Florida attorney general to protect consumers. The "loss of use" terms are NOT presented on Priceline or the Service Contract, but the NU Car rental staff FORCES you to buy it because they say it is their policy.
  
  Sincerely,
  
  ***************************

  Business response

  07/29/2024

  If you really have the Loss of Use coverage, then why you are unable to send the proof to us?

  Customer response

  07/30/2024

   
  Complaint: 22023604
  
  I am rejecting this response because many consumers assume they already have this coverage through their own automobile insurance policy. After research, the fact is that very few automobile insurance carriers provide coverage for the loss of use clause without adding a rider to their policy. As I stated, this agreement was through Priceline and loss of use coverage was never presented as a requirement. Otherwise, there is no way I would have accepted the terms. Additionally, this loss of use requirement is not presented anywhere on your service agreement. Your employees are instructed to verbally force the purchase of this or cancel the non-refundable reservation. Your BBB rating of F is further proof of your unethical business practices. My wife rode the shuttle with a family who experienced the same experience of shock and regret, because the same unethical practice was exercised on them. I hope the Florida States attorney will look at this closely and shut this scam down. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We reserved a rental car with NU Car Rentals through Expedia.com, which we expected would only list reputable car rental companies for our trip to ******* starting on July 2nd, 2024. The rental car was listed for $253.92 which we reserved through Expedia.com. When we arrived at NU Car Rentals we were told that we needed to purchase car insurance for the vehicle which I knew was incorrect as I confirmed with my insurance agent prior to our trip, that my State Farm coverage would appropriately cover rental cars. After providing them proof of my coverage, NU informed me that I was indeed covered by my State Farm coverage, but I would still need to purchase "Loss of Use Coverage" for the vehicle. I protested the need for this coverage but was told that I could not take the car without paying for this coverage and that I would lose the deposit I had already placed in the amount of $253.92 if I decided not to take the coverage. I was then quoted a price of an $390.68 for the coverage, an additional driver, and what I thought included the amount I had already placed on deposit with NU for the rental. I asked them explicitly if this was the all in charge for everything and they assured me it was. They then directed me to initial the documentation on a small electronic screen without providing me with a written breakdown of the charges. After signing, they provided me with a printed version which I reviewed (after checking my credit card statement and seeing two charges) did not include the actual rental car charges. We then received a car which was unwashed. This included what looked like a milkshake spilled on the back window and trunk, along with animal f**** on the bumper. When I entered the vehicle, the tire pressure was low. When we asked for another vehicle we were told it would be another hour before they could either wash the vehicle or replace it. Throughout this experience I felt pressured to complete the transaction and take the vehicle despite my reservations.

  Business response

  07/16/2024

  Thank you for bringing the extra coverage and car 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.
  
  
  Your feedback has been forwarded to our *************** Affiliate to ensure your concern is addressed. We apologize for the inconvenience this has caused.

  Customer response

  07/17/2024

   
  Complaint: 21974645
  
  I am rejecting this response because:

  The response is a boiler plate response that does not address the core issue at hand. The issue is that a bait and switch tactic is being employed to get people to reserve with NU. The low rental prices are then far exceeded by a required fake insurance policy. 

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

  Business response

  07/23/2024

  Please be advised that we have not received a response yet from our FLL Affiliate. Rest assured that we are working towards a resolution on this matter.

  Customer response

  07/23/2024

   
  Complaint: 21974645
  
  I am rejecting this response because:
  

  There has been no formal response 

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

  Business response

  07/28/2024

  A follow-up was sent to our *************** Affiliate. We have not received their response yet. We do apologize for the inconvenience.

  Customer response

  07/30/2024

   
  Complaint: 21974645
  
  I am rejecting this response because:

   

  this is a stock response and does not address the issue. 
  
  Sincerely,
  
  *******************************

  Business response

  08/05/2024

  Based on our FLL Affiliate, you were informed that the Loss of Use coverage for car rentals was required to proceed with the rental/ The proof of this coverage under your personal insurance was not provided, therefore, it was added to the rental agreement as a Partial Damage Waiver, which you agreed to, and can be confirmed with the signed rental agreement. By signing the rental agreement, you confirmed that the breakdown of the charges are understood and accepted.
  
  Also, you were offered an option to exchange the vehicle however, you decided to keep it for the whole rental period. We do apologize but the charge stands.

  Customer response

  08/07/2024

   
  Complaint: 21974645
  
  I am rejecting this response because:

  The Loss of Use Coverage requirement was not communicated until after I had already paid for the non-refundable rental fee. NU rentals never offered to replace the car and only offered to potentially fix it and provide it back to us. They would not guarantee a specific turnaround time for the repairs and being on vacation in ************* it would not have been possible to make a switch without spending an entire day or possibly longer traveling back to *************** for a possible repair. 

   

  NU is an unethical company operating a bait and switch operation. I should have read the online reviews of the company before placing my trust in them. 

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

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i reserved a car from nu car the price was $223.04,when i arrived there they asked for extra $189 for insurance and $111 for the car not being used these charges where never mentioned, even when i called a day before and spoke to ******** about returning the car 2 days erlier

  Business response

  07/15/2024

  Thank you for bringing the extra 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.
  
  
  Our system shows that you were fully refunded for your booking. Please see the attachment.

  Customer response

  07/26/2024

   
  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

  05/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Refund. Paid for 8 days only had the car for 2. Just wanted to be refunded for the time didnt have the car which was 6 days. And the extra insurance which was ***** per day that for the 6 days as well didnt have the car.

  Business response

  06/21/2024

  Thank you for bringing the car 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.
  
  
  Your complaint has been forwarded to our Fort Lauderdale Affiliate to ensure your concern is addressed. We apologize for the inconvenience this has caused.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car from this company, Their toll policy is inaccurately told to you verbally and then you have to sign on a key pad but you get no written documents until afterwards. I was told that I would be charged 25 dollars if I go through a toll and the cost of the toll if I did not take their toll plan. Because I have lived in ** I knew where I was going I was not going to take any tolls. But unfortunately things changed since I had last been there and there was a toll. So after that I no longer avoided taking tolls. I asked to settle the account before I left and was told they will just deduct from my security deposit. I reviewed my credit card statement and called them today and was told I was charged 25 dollar per toll plus the charge of the toll totaling ****** for about ***** dollars worth of tolls!. This company is very shady and is stealing from people to make an absurd profit off of tolls. I understand needing to make a profit but 25 dollars per toll is ridiculous!

  Business response

  06/05/2024

  We sent our response directly to the customer with Ticket ******.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern:I am writing to formally lodge a complaint regarding the highly unsatisfactory experience I had with your rental service and to request appropriate compensation for the inconvenience and expenses incurred due to the failure of your vehicle and the subsequent lack of support.On May 15, 2024, I rented a car from your agency in *************** for eight days while attending my brother's wedding on a Royal Caribbean cruise. On the second day, while at a shopping mall picking up items for the cruise, the car broke down at 11:45 a.m. With only 30 minutes to reach the port for check-in, I contacted ********, your agent, and explained that we couldn't wait for a tow service. I informed him that I would leave the keys in the drivers side wheel as instructed so we could Uber to the cruise port. We also discussed that I would need a car on May 20 when I got off the cruise ship.Despite this arrangement, upon my return on May 20, I was unable to reach anyone at your company for a replacement car. I had to spend $70 on an Uber to get to the airport, only to be told that I would be charged for the entire rental period of eight days, even though I had the car for just one and a half days. Furthermore, your team falsely claimed that I left the headlights on, which I did not.As a veteran of the United ************ I expect fair treatment and resolution. I am requesting a full refund for the six days I did not have the car and a credit for the additional expenses incurred due to this incident.If a satisfactory resolution is not reached promptly, I will file a formal complaint with the Better Business Bureau and seek legal counsel to address this matter.I expect a prompt and positive resolution to this complaint.Sincerely,*******************

  Business response

  05/28/2024

  Thank you for bringing the car 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.
  
  
  Your complaint has been forwarded to our Fort Lauderdale Affiliate to ensure your concern is addressed. We apologize for the inconvenience this has caused.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I rented a car from NU Car rental via Price-Line. The car was rented 2 days prior and paid in full order to complete the reservations. The reservations were done out of there Miami office3947 ********************* *************). The amount of my rental was $181.41. The rental was from 4/3-4/15/2024. Upon arrival i was told my rate was now $540. They told me Florida residents get a higher rate. BTW, i carry Allstate (Full Coverage) and was told i needed to purchase more insurance. Upon refusing to pay that much more i was told the money would not be refunded. Price Changed and Money not refunded. There were other customers experiencing the same scenario. I write to you so these predatory practices end. Just look up NU Car Reviews and see the hundreds of customers that have undergone the same situation. Here is my payment and reservation Due: $181.41 Priceline Trip Number: 518-569-615-16 Regards, ********************************* (Concerned Consumer)

  Business response

  05/07/2024

  Thank you for bringing the insurance 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.
  
  
  To further assist, *** we have your proof of insurance or the Declaration Page showing the list of coverage?

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business needs to be shut down! It's business practices are extremely sketchy! I had a reservation for a car last week from Nu Car rental in ***************. After waiting forever at an off site location, I finally had an employee check us in. I gave him my reservation number which included unlimited miles, and I also had declined "optional" insurance. The employee said I had to pay for unlimited miles and was required to purchase their insurance. I let him know unlimited miles was already included (in writing) in my rental, and that I was covered through my insurance policy and through my credit card. He said I was required to purchase 3 insurances, and to pay for unlimited miles. I argued that as my reservation said it included unlimited miles at that price. He said, "Well you checked the box saying you agree to our terms and conditions, and our terms and conditions say that for local renters, you have to pay extra for unlimited miles and that you have to purchase our insurance." I am NOT local. But he said they consider anyone local who holds a Florida Drivers' License. After having flown 30 hours to get to *************** on this trip, and after having waited forever, I had to sign their new jacked up charges if I wanted a car, despite the previously quoted charges in my reservation. It more than doubled my original reservation quote. Because they are an off-site location, it's not like I could go to the next rental counter over. That is the grossest display of shady business practices/ hidden fees I can imagine. Future customers, be forewarned!

  Business response

  05/06/2024

  Thank you for bringing the extra coverage and unlimited miles 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.
  
  
  As for the insurance, may we know if you were able to bring a proof of insurance and the Declaration Page showing the list of coverage during the pickup? If yes, please give us a copy.
  
  
  On the other hand, our rental Supplier only relies on the Address of your Driver's license. Since it shows as ******* resident, you only have 100 free miles per day.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to communicate my dissatisfaction with my experience renting from Nu Car rentals in *************, **.I booked through Priceline for a rental 2/13 - 2/18. After waiting close to 2 hours to finally get a car, I was told that I was required to purchase loss of use insurance through Nu which essentially doubled my total rental price. This was even after I told the counter attendant that I wanted to use my personal State Farm policy which includes an endorsement for loss of use. He stated thats not possible. When I asked the desk attendant to provide me in writing a policy stating the loss of use insurance through NU was mandatory, and I was not able to use my personal auto policy under any circumstances, he pulled out a wrinkly print out from Expedia (I booked on Priceline) which did not cover any of those requirements.I was traveling with two small children so declining the mandatory insurance, cancelling my reservation and taking an Uber to another rental agency was not an option. Again, we had already waited almost 2 hours and it was now 10pm at night. This is unacceptable.I am requesting a refund of this loss of use insurance that was required of me even though the car was already covered under my personal State Farm policy. The rental contract number I am referencing is FLLA02-22582 and the insurance cost on the booking is $74.75 plus tax.Thank you for your attention to this matter in advance!

  Business response

  03/18/2024

  Thank you for bringing the extra coverage issue to our attention.
  
  
  Based on our *** Affiliate, you were not able to provide proof of insurance during the pickup. Thus, the charge remains. Please be advised that based on the Terms and Conditions of our Supplier, a proof of insurance or a copy of the Declaration Page is required.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've rented a car from 2/12/2024 until 02/18/2024. Upon arrival at rental car place, I was informed I'd have to pay an extra $157.59 for some mandatory insurance in addition to $102.32 that I had already previously paid at the time I made the reservation, despite the fact that their contract said I wouldn't have to pay for any insurance, I could use my own, as long as I brought with me proof of insurance, which I did do.I returned the car in the early evening of 2/17/2024 instead and was issued a final receipt for $135.08. Total due was -$22.51, which was what they should've reimbursed me for.I just called this company to inquire about the refund and spoke to an employee named ***** *****. Not only he was rude and did not explain to me why I hadn't gotten any refund, but hung up the phone on me. I called back and politely requested to speak to a Supervisor. He indicated that he is the Supervisor. I informed him I'd be filing a complaint and possibly a lawsuit against this company.

  Business response

  03/07/2024

  Thank you for bringing the additional coverage and the unused day 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 have a copy of your insurance or the Declaration for further investigation?

  Customer response

  03/07/2024

  Please see attached screenshots of my current coverage. Please let me know if you need anything else. Thanks.

*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. ↩