NU Car Rentals Opiniões 

Resposta da NU Car Rentals

Actualizada há 3 dias

Dear Albert,

Please see the response we received from our Phoenix Affiliate under Ticket #370077.

"Thank you for reaching out to us. Attached you will find the requested documents regarding rental agreement number PHX01-213716.The cust was charged a smoking fee and he is aware the charges are valid and will stand. The agent even stated the car smells of smoke in the inspection.

Please let us know if you require any additional information."

=======================

Dear Albert,

Thank you for bringing this matter to our attention.

We sincerely apologize for the frustration and concern caused by the smoking fee charged to your rental, as well as for the experience you had while trying to resolve this issue. We understand how upsetting it must be to be associated with something you firmly state did not occur.

Please be assured that we take your dispute seriously. Based on your feedback regarding the quality of the image provided and your explanation that the debris may have originated from your surroundings, we will be opening your case for further review with our affiliate location in Phoenix under Ticket #370077. We will request a more detailed assessment of the evidence to ensure that the charge was applied appropriately.

Our goal is to ensure that all charges are fair and supported by clear and accurate documentation. We appreciate your patience while we coordinate this review, and we will provide you with an update as soon as we receive additional information.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions in the meantime.

Kind regards,
Haidee

Resposta da NU Car Rentals

6/04/2026

Dear Blissful,

Thank you for taking the time to share your experience. We’re very sorry to hear about the situation you encountered and understand how frustrating it must have been, especially after arriving at the location expecting a confirmed reservation.

We sincerely regret the inconvenience caused by the cancellation of your booking and the lack of clear communication at the time of pickup. This is not the level of service we aim to provide. Please note that reservations made through third-party platforms such as Priceline are subject to availability and the rental location’s policies at the time of arrival. However, a confirmed reservation should always be properly reviewed and handled with transparency.

We are particularly concerned by your claim that the original rate was not honored and that a significantly higher rate was offered instead. This will require further internal review, as pricing and reservation handling should be clearly communicated and consistently applied.

We also apologize for any confusion regarding the cancellation process and the communication with Better Business Bureau and the booking provider. Your feedback highlights important areas where we need to improve coordination and customer support.

We would appreciate the opportunity to investigate this matter further. Please provide the following details so we can review your case in full:

1. Pickup date and time
2. Primary driver’s name

We sincerely regret the inconvenience and appreciate you bringing this to our attention.

Sincerely,
Haidee

Resposta da NU Car Rentals

Actualizada a 20/07/2026

Dear Elizabeth,

Please see the response we received from our Phoenix Affiliate.

"After conducting a careful review of the transaction video, rental agreement, and supporting documentation, we found that the customer's allegations are not supported by the recorded interaction.

During the rental transaction, the rental agent clearly explained the available protection options and asked the customer whether she wanted the full coverage or the basic coverage that most customers select. The customer responded that she would take the basic coverage.

The agent then explained exactly what the basic coverage included, advising the customer that it covered the rental vehicle and roadside assistance only, and that if she were to cause damage to another person's vehicle or property, she would need to rely on her own personal auto insurance. The customer acknowledged this explanation by stating, "Oh yeah, that's fine. I have great insurance." The transaction then proceeded.

The customer was also offered the prepaid fuel option. She declined the option and stated that she would return the vehicle with the same amount of fuel. The agent acknowledged her decision and moved on to the security deposit.

Before the customer inserted her credit card into the payment terminal, the agent clearly explained the charges that would be processed. The agent specifically advised that $300.00 would be held as a refundable security deposit, while the remaining balance represented the rental charges, including the basic protection package totaling approximately $99.00. The customer responded, "Okay," and voluntarily proceeded with the payment. At no point did she question the total amount displayed on the payment terminal or dispute any of the charges before authorizing the transaction.

Following payment, the rental agent reviewed the rental agreement with the customer point by point on the computer, providing another opportunity for the customer to ask questions or dispute any of the selected options. The customer did not object to any of the terms or charges during this review.

Additionally, the customer was presented with the Summary of Charges document, where the optional products were clearly identified. The agent explained that the customer was required to initial next to each optional item to acknowledge and authorize those selections. The customer voluntarily initialed each applicable section and signed the document without raising any concerns or indicating that she wished to remove any optional services.

In total, the customer was provided with multiple opportunities to review, question, decline, or dispute the optional products and charges:

During the verbal explanation of the available protection options.
Before authorizing payment on the credit card terminal after the total charges were explained.
During the review of the rental agreement.
While reviewing, initialing, and signing the Summary of Charges document acknowledging the optional items.
At no point during any of these stages did the customer indicate that she did not want the optional services or that the charges were incorrect.

Based on our review of the transaction video, signed rental documentation, and the customer's acknowledgments, we have determined that the charges were fully disclosed, properly authorized, and accepted by the customer.

The charges will stand, and no refund or adjustment is warranted."

Sincerely,
Haidee

Resposta da NU Car Rentals

Actualizada a 6/04/2026

Dear MH,

You can send your response to help@nucarrentals.com.

Sincerely,
Haidee

============================

Dear MH,

Thank you for taking the time to share your experience. We’re very sorry to hear about the long wait time and the frustration you encountered during the rental process.

We understand how inconvenient it must have been to wait over an hour, and we sincerely apologize for the delay and the conditions at the location. This is not the level of service we strive to provide.

Regarding the additional coverage, while many customers do have their own insurance, rental locations are required to verify that the coverage meets specific criteria. If the documentation provided does not clearly meet those requirements, additional protection options may be required before a vehicle can be released. That said, we understand how this can be frustrating, especially if it was not clearly explained at the time.

We also regret to hear about the overall atmosphere and experience you described, as customer satisfaction and clear communication are very important to us.

If you would like us to review your rental in more detail, please provide your confirmation number (ending in NU), the rental location, along with the pickup date and primary driver’s name, and we will be happy to assist you further.

Thank you again for your feedback.

Sincerely,
Haidee

Resposta da NU Car Rentals

1/04/2026

Dear Megan,

Thank you for sharing your feedback. We’re very sorry to hear about your experience and sincerely apologize for the frustration caused.

We regret that the vehicle provided did not meet your expectations and that your request for an exchange was not resolved at the location. Additionally, we understand your concern regarding charges applied after the rental, as well as your perception of unclear or unexpected fees.

Please note that any additional charges or post-rental adjustments are typically based on the terms of the rental agreement, including factors such as vehicle condition, usage, or any services selected during the rental. These should always be clearly outlined and communicated.

That said, your comments regarding customer service, transparency, and the condition of the vehicle are taken seriously and will be shared with the appropriate team for review and improvement.

We would appreciate the opportunity to look into your case further and clarify the charges applied. Kindly provide your reservation details (confirmation number ending in NU, pickup date/time, pickup location, and primary driver’s name), and we will be happy to assist you.

Thank you for bringing this to our attention


Sincerely,
Haidee

Resposta da NU Car Rentals

1/04/2026

Dear Valued Customer,

Thank you for taking the time to share your experience. We’re truly sorry to hear about the difficulties you encountered during your rental in Agadir and understand how frustrating this situation must have been.

We regret the inconvenience caused regarding the payment and deposit process. Please note that security deposits are processed locally and may be subject to specific card requirements, authorization methods, or technical limitations at the time of pickup. That said, we are concerned to hear your claim that no authorization attempt was registered by your bank, and this will require further review with the location.

We also understand your concerns regarding the alternative options presented to you, including higher rental costs or additional coverage. While insurance products may be offered depending on the renter’s coverage and the location’s policies, they should always be clearly explained and not presented in a way that causes confusion or pressure.

Regarding your booking through CarJet, cancellation and refund policies are managed directly by the booking provider based on the terms selected at the time of reservation.

We sincerely regret the inconvenience, additional costs, and overall experience you described. If you would like us to investigate this matter further, please provide your reservation details (confirmation number, pickup date, and primary driver’s name), and we will be happy to assist you.

Thank you again for bringing this to our attention.

Sincerely,
Haidee

Resposta da NU Car Rentals

1/04/2026

Dear Dewain,

Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand your concerns regarding the additional charges.

Please note that while reservations made through third-party platforms such as Travelocity, Booking.com, or Priceline typically cover the base rental rate, additional requirements may apply at the rental counter. These can include coverage options such as a Partial Damage Waiver, depending on the renter’s ability to provide acceptable proof of insurance and the specific policies of the rental location.

We understand that this can be frustrating, especially if it was not clearly expected. All such requirements are outlined in the rental terms and conditions and are reviewed at the counter prior to finalizing the agreement.

That said, we appreciate your feedback and recognize the importance of making these policies more transparent during the booking process to avoid any confusion.

If you would like us to review your specific case in detail, please provide your confirmation number (ending in NU), along with the pickup date and primary driver’s name, and we will be happy to assist further.

Thank you again for your feedback.

Sincerely,
Haidee

Resposta da NU Car Rentals

1/04/2026

Dear Nan,

Thank you for sharing your feedback. We’re very sorry to hear about your experience and sincerely apologize for the level of service you encountered.

We understand how frustrating it must have been to feel that your reservation was not properly reviewed, especially regarding the listed driver. This is certainly not the standard of service we aim to provide. We also regret to hear about the interaction with our staff, as professionalism and courtesy are very important to us.

Your comments regarding both the handling of your reservation and the customer service experience at our Orlando International Airport location will be shared with the appropriate team for internal review and improvement.

If you would like us to look into your case further, please provide your reservation details (confirmation number, pickup date/time, and primary driver’s name), and we will be happy to assist you.

Thank you for bringing this to our attention.

Sincerely,
Haidee

Resposta da NU Car Rentals

31/03/2026

Dear Saivontre,

Thank you for sharing your feedback. We’re sorry to hear about your experience and understand your concerns regarding the deposit and refund policy.

Please note that security deposits—such as the $500 amount you mentioned—may be required by certain rental locations, particularly for local renters or based on specific booking conditions. These deposits are standard in the industry and are typically disclosed in the rental terms and conditions prior to booking, as well as at the counter before the vehicle is released.

Regarding the prepaid reservation, bookings made in advance—especially through third-party platforms—may be subject to non-refundable policies, depending on the terms selected at the time of purchase.

That said, please contact your booking Source, Priceline at (800) 774-2354 or 1-800-2592091. Rest assured that we don't charge you or their company for this reservation.

Thank you again for your feedback.

Sincerely,
Haidee

Resposta da NU Car Rentals

Actualizada a 31/03/2026

Dear Bryan,

Thank you for taking the time to share your experience. We’re truly sorry to hear about the frustration and confusion you encountered during your rental.

We understand your concerns regarding the additional charges applied after your rental. Please note that while the initial booking amount reflects the base rate and selected options, any additional services—such as vehicle upgrades or optional coverage—are outlined in the rental agreement and require acknowledgment through initials and signature at the counter.

That said, we are concerned to hear your claim that these items were presented as refundable deposits rather than optional charges. This is not the level of clarity or transparency we aim to provide, and we take this feedback seriously.

We also apologize for the wait time you experienced at pickup, as well as any dissatisfaction with how the rental process was handled by our staff.

We would like the opportunity to review your case in detail, including the agreement and charges applied, to ensure everything was properly communicated and processed. Please provide the following information so we can assist further:

1. Rental Agreement number or confirmation number (ending in NU)
2. Pickup date and time
3. Primary driver’s name

We appreciate your feedback and the opportunity to address your concerns.

Sincerely,
Haidee

Resposta da NU Car Rentals

Actualizada a 16/06/2026

Dear Jean,

Based on our Fort Lauderdale Affiliate, your booking was not directly booked with NU Car, but rather at the rental location.

If you have a concern, please call them directly at 954.754.8588.

Sincerely,
Haidee

=========================

Dear Jean,

Thank you for sharing your experience. We’re sorry to hear about the frustration you encountered during your rental and understand your concerns regarding pricing and insurance charges.

Reservations made through third-party platforms such as EconomyBookings are typically fulfilled by local affiliates or partner locations, and in some cases, a change in ownership or branding at the rental location (as you mentioned with Ride/Ride Rent a Car transitioning to NU) may require the creation of a new rental agreement under the operating company at the time of pickup.

Regarding the increase in total cost, the initial amount quoted through the third-party booking generally reflects the base rental rate. Additional charges at the counter—such as insurance coverage, deposits, or location-specific requirements—may apply depending on the renter’s proof of insurance and the policies in place at the rental location. These are outlined in the rental terms and are reviewed prior to signing the agreement.

We understand your concerns about insurance charges and the overall experience, and we regret that the process did not meet your expectations. Feedback like yours is important and will be shared with the appropriate teams for review.

With this, we will forward your concern to our Fort Lauderdale Affiliate under Ticket #367792.

Thank you again for taking the time to share your feedback.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

Actualizada a 16/06/2026

Dear Diana,

Please see the response we received from our Phoenix Affiliate.

"Thank you for reaching out to us. Attached you will find the requested documents regarding rental agreement number PHX01-206041. The renter added the loss damage waiver and prepaid fuel at the time of pick up. I do not see the renter reached out regarding any dissatisfaction with their rental."

We do apologize but the charges remain.

Sincerely,
Haidee

===========================

Dear Diana,

Thank you for providing us with your rental detail.

We will forward now your concern to our Phoenix Affiliate under Ticket #367760 for further assistance.

Rest assured, we will provide a timely update once we receive their response.

Sincerely,
Haidee

=========================

Dear Diana,

Thank you for sharing your feedback. We’re sorry to hear that your experience did not meet your expectations.

Our rental locations may be situated off-airport, with shuttle service provided for customer convenience. This information, along with location details, is disclosed during the booking process to help customers plan accordingly.

Regarding your concerns about additional charges, please note that the initial booking typically covers the base rental rate. Any extra costs—such as optional coverage, location-specific fees, or other applicable charges—are outlined in the rental terms and are reviewed at the counter prior to finalizing the agreement.

We regret if you felt any pressure during the rental process, as this is not the level of service we aim to provide. Your feedback will be shared internally to help improve the customer experience.

If you would like us to review your rental in more detail, please feel free to provide your rental information.

1. Confirmation # ending in NU or Rental Agreement #
2. Pickup date/time
3. Primary driver's name

Thank you again for your feedback.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

Actualizada há 3 dias

Dear Chris,

Please see the response we received from our Phoenix Affiliate.

"I am sorry we cannot do anything on our end he already did a charge back. Everything was fully disclosed and he signed and agreed to the optional services."

==============================

Dear Chris,

Thank you for providing the requested information.

Please be advised that your review has been forwarded to our Phoenix Affiliate under **Ticket #367646** for further investigation.

Rest assured that we are actively coordinating with the affiliate and will provide you with an update as soon as we receive their response.

Thank you for your patience and understanding.

Kind regards,
Haidee


================

Dear Sheffield,

Thank you for sharing your feedback. We’re sorry to hear about your experience and understand your concerns regarding the charges applied to your rental.

Please note that any additional products or services—such as insurance coverage or roadside assistance—are only added to the rental agreement with the renter’s acknowledgment and authorization. These selections are reflected in the rental documents, which are presented for review before being finalized through initials and signature at the counter.

We strongly encourage all customers to carefully review the agreement on screen prior to signing, as the signed contract serves as confirmation of the selected options and associated charges.

That said, we take concerns like yours seriously. If you would like us to review your specific case in detail, please provide the following:

1. Rental Agreement number or confirmation number (ending in NU)
2. Pickup date and time
3. Primary driver’s name

We would be happy to investigate further and clarify the charges applied.

Thank you for bringing this to our attention.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

18/03/2026

Dear Debra,

Thank you for your follow-up, and we sincerely apologize for the frustration this situation has caused.

We regret that our previous response did not provide the clarity you were seeking. It was never our intention to make assumptions or place responsibility on you. We understand how important it is to receive accurate and well-documented support, and we apologize for any confusion caused by the lack of detailed notes on your original case.

Regarding local renter qualifications, certain rental locations may have specific requirements—such as additional identification, proof of travel, or other criteria—that must be met at the time of pickup. These policies can vary by location and are part of the rental terms. That said, we understand your concern and acknowledge that this may not have been clearly explained during your experience.

We also recognize your point regarding the reservation and the expectation set at the time of booking, including the option to pay at pickup. We’re sorry that the process did not meet those expectations and that this led to a negative experience.

Your feedback is important, and we will be escalating this matter internally and to the rental location's Management under Ticket #350163 to review both the handling of your case and the communication provided. We regret losing your trust and understand your decision, though we truly appreciate you bringing this to our attention.

Thank you again for your feedback.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

18/03/2026

Dear Customer,

Thank you for taking the time to share your detailed feedback. We’re very sorry to hear that your rental experience did not meet your expectations.

We regret that the vehicles presented to you did not meet your standards in terms of condition and cleanliness. Our goal is to provide safe, reliable, and well-maintained vehicles, and we apologize if the options available at the time of your rental fell short. We also appreciate you documenting the vehicle condition at pickup and return, as this is always a recommended step to ensure clarity and protection for both parties.

Regarding your concerns about insurance and additional coverage, these options are offered to ensure renters are adequately protected depending on their personal coverage. While they are optional in many cases, requirements may vary based on the renter’s insurance documentation and the policies of the rental location. These options, along with rental terms, are disclosed during the booking process and reviewed again at the counter.

We’re also sorry to hear that your interaction with our staff did not reflect the level of service we strive to provide. Your comments regarding customer service and communication will be shared internally, as we continuously work to improve the overall customer experience.

We understand your frustration and regret that we were unable to provide a more positive experience. Should you wish to have your rental reviewed further, please provide your rental details so we can look into this more closely:

1. Confirmation number (ending in NU) or Rental Agreement number
2. Pickup date and time
3. Primary driver’s name
4. Rental location/Destination Airport

Thank you again for your feedback.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

17/03/2026

Dear Kerri,

Thank you for taking the time to share your experience. We’re truly sorry to hear about the frustration and disappointment you encountered during your rental.

We understand how concerning it must have been to experience differences between the amount prepaid through Booking.com and the total charges presented at the rental location. Please note that reservations made through third-party platforms typically cover the base rental rate and any selected options at the time of booking. Additional requirements—such as security deposits, verification of acceptable insurance coverage, or the purchase of supplemental protection—are determined at the rental counter based on the renter’s documentation and the location’s policies. These terms are disclosed during the booking process and again at the counter prior to finalizing the rental.

Regarding the security deposit, this is a standard authorization held on a valid credit card for the duration of the rental and is released in accordance with the terms of the agreement, provided all conditions are met. Similarly, cleaning fees are only applied in cases where the vehicle is returned in a condition that requires excessive or specialized cleaning beyond normal use.

We regret that the location and shuttle experience did not meet your expectations, and we understand how this may have added to your overall dissatisfaction. Your feedback is important and will be shared with our Phoenix Supplier as we continue working to improve both our communication and customer experience.

If you would like us to review your reservation and the charges in detail, please provide the following:

1. Confirmation number (ending in NU) or Rental Agreement number
2. Pickup date and time
3. Primary driver’s name

We appreciate your feedback and the opportunity to address your concerns.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

16/03/2026

Dear Ronald,

Thank you for sharing your feedback. We’re sorry to hear about the inconvenience you experienced at pickup and understand how frustrating it must have been to arrive with a reservation and find that a vehicle was not immediately available.

While reservations secure a booking in our system, vehicle availability can occasionally be affected by factors such as delayed returns, extended rentals, or unexpected operational issues. In such situations, the location may provide the next available vehicle as soon as one becomes ready. We understand that being asked to wait can be inconvenient, and we apologize for the disruption to your plans.

Reservations made through third-party booking platforms such as Expedia are also subject to the rental location’s availability and policies at the time of pickup. However, we would be happy to review your case further to better understand what occurred.

To assist you, please provide the following details:

1. Confirmation number (ending in NU) or Rental Agreement number
2. Pickup date and time
3. Primary driver’s name

We appreciate you bringing this to our attention and look forward to assisting you further.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

16/03/2026

Hi,

Thank you for sharing your feedback. We’re sorry to hear that your rental experience did not meet your expectations and understand how frustrating unexpected charges can be.

Please note that reservations made through third-party platforms such as Priceline typically cover the base rental rate only. Additional requirements—such as a Loss Damage Waiver or other forms of coverage—may be required depending on the rental location’s policies or if acceptable proof of insurance is not provided at the time of pickup. These requirements are outlined in the rental terms and conditions and are also reviewed at the counter before the rental agreement is finalized.

Our location at Denver International Airport follows these procedures to ensure that all rentals meet the necessary coverage requirements before a vehicle can be released.

If you would like us to review your reservation and the charges applied, please provide the following details so we can look into the matter further:

1. Confirmation number (ending in NU) or Rental Agreement number
2. Pickup date and time
3. Primary driver’s name

We appreciate you taking the time to share your experience and look forward to assisting you further.

Resposta da NU Car Rentals

Actualizada a 29/04/2026

Dear Mary,

Please see the response we received from our MCO Affiliate.

"Please be advised that we are not authorized to change the name on a reservation. As such, we are unable to update the name on our end, and only the individual listed on the reservation is permitted to pick up the vehicle.

This has been communicated to the customer."

Sincerely,
Haidee

==================================

Dear Mary,

Thank you for sharing your feedback. We sincerely apologize for the frustrating experience you encountered with your rental. We understand how upsetting it must have been to have your reservation affected despite your efforts to update the primary driver.

Please know that changes to the primary driver are subject to verification and confirmation from the rental location, and it appears that in this instance, the communication did not reach the team in time. This is certainly not the experience we want our customers to have, and we deeply regret the inconvenience and additional costs you incurred.

Your feedback has been shared with the relevant team and our Orlando supplier under Ticket #362421 to review the situation and improve our processes. 

We truly appreciate you bringing this to our attention and hope to have the opportunity to restore your trust in the future.

Kind regards,
Customer Support Team

Resposta da NU Car Rentals

Actualizada a 8/05/2026

Cher Jacques,

Veuillez trouver ci-joint la réponse que nous avons reçue de notre fournisseur de Marrakech.

« Chère équipe,

Merci pour votre courriel.

Veuillez noter que le client a présenté deux cartes American Express au comptoir. Conformément à nos conditions générales de location, les cartes American Express ne sont pas acceptées pour l'autorisation du dépôt de garantie.

Le client n'a présenté aucune autre carte de crédit valide répondant aux exigences du dépôt. Afin d'éviter l'annulation de la réservation et de trouver une solution, notre équipe a proposé au client de souscrire une assurance de remboursement de dépôt plutôt que de bloquer le montant de ce dernier.

Le client a accepté cette option et a procédé à la location. Veuillez trouver ci-joint le contrat de location signé confirmant l'acceptation du client. »

Cordialement,
Haidee

=========================

Dear Jacques,

Thank you for sharing your feedback. We’re sorry to hear about your experience and understand how frustrating this situation must have been.

Please note that the security deposit is typically blocked on a credit card under the main driver’s name and must meet the rental location’s requirements. In some cases, certain cards may not be accepted for the deposit due to bank restrictions, card type, or authorization issues. When the deposit cannot be secured, the rental provider may offer additional insurance as an alternative to proceed with the rental.

We regret any inconvenience this may have caused and appreciate you bringing this to our attention. Your feedback is important and will be shared with our Marrackech Supplier under Ticket #365230.

Kind regards,
Customer Support Team