NU Car Rentals Opiniões 

Resposta da NU Car Rentals

Actualizada a 22/04/2026

Dear Renee,

Please see the response we received from our LAX Affiliate.

"This rental took place in April 2025, almost one year ago. While I cannot provide specific details or confirmation regarding this particular event, as it was so long ago, I can provide data gleaned from the rental agreement. Customer has stated that they arrived at 10:30 for an 11:00 reservation, our system shows ther rental agreement was opened at 1:37. I do see that the customer rented and signed for an upgrade. If their requested vehicle was not yet available, they would have been waitlisted or offered a different vehicle class. Since the reservation was not prepaid, any change in vehicle class would incur additional charges. The customer signed to accept the upgrade at the cost of 15.32 per day for two days. I cannot address the statement that a different agent offered them a car for $122, as I have no record of anyone logging in to their reservation before 1:30, so I don't know who assisted them. In May 2025, the customer submitted a chargeback with their credit card, which was not approved, so they resubmitted the dispute in June 2025 and were subsequently refunded for the upgrade charge.
The agent who did assist them is no longer with us, so I cannot reach out for additional feedback, but I doubt he would have any recollection as this was almost a year ago."

Sincerely,
Haidee


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

Dear Renee,

Thank you for taking the time to share your feedback regarding your recent experience at our Los Angeles Airport (LAX) location.

We’re very sorry to hear about the difficulties you encountered during pickup and understand how frustrating it must have been to wait in line multiple times only to be informed that the reserved vehicle was not available. We also regret the inconvenience caused by the additional waiting time and the situation that led to you accepting a different vehicle at a higher rate.

Please know that this is not the level of service we aim to provide. Your comments regarding vehicle availability, wait times, and the interaction with the agent are taken very seriously. We will share your feedback with our LAX Affiliate under Ticket #365357 so they can review what occurred and address the concerns you raised.

We understand how important a smooth and transparent rental process is, especially after arriving at the airport, and we sincerely apologize that your experience did not meet those expectations.

Thank you again for bringing this matter to our attention. Your feedback helps us improve our service and customer experience.

Kind regards,
Customer Support Team

Resposta da NU Car Rentals

Actualizada a 13/03/2026

Updated Response:

Dear Lucian,

Please see the response we received from our Otopeni Team under Ticket #352486.

"Following a full review of the events of 13 February 2026 at Bucharest Otopeni Airport, we would like to clarify the following:

At the rental desk, you were informed that the credit card presented did not meet the name requirement set out in the rental terms. However, an alternative solution was clearly offered — namely the option to purchase additional protection in order to reduce the security deposit requirement. Under that option, the rental could have proceeded without the need for a €2,900 blocked deposit.

You chose not to proceed under the alternative conditions offered and declined the rental.

We also note that you subsequently secured a vehicle from another provider and paid €118.40 voluntarily, prior to raising any compensation request with us.

This cost was incurred as a result of your independent decision to contract with a different supplier, despite having an available option to proceed with the rental at our desk.

Under these circumstances, we cannot consider this a failure to provide the contracted service, nor can we accept liability for costs arising from a separate agreement concluded at your discretion.

Accordingly, we are unable to agree to your reimbursement request."

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

Dear Lucian,

Thank you for taking the time to share your experience regarding your recent booking with NU Car Rental in Bucharest (Otopeni) through Discover Car. We sincerely apologize for the difficulties you encountered and for the frustration this caused, especially given your late arrival and the circumstances described.

We understand how stressful it must have been to arrive at 1:00 AM, prepared with a valid prepaid reservation and insurance coverage, only to face a policy issue regarding the name on your credit card. We recognize that this situation, combined with the suggestion to purchase additional in-house insurance, created significant pressure and inconvenience.

Please know that we take feedback like yours very seriously. While certain rental providers may have strict policies regarding credit card verification and deposits, we understand that your experience did not align with expectations for professionalism, transparency, and customer care. We will share your comments with the Bucharest team under Ticket #352486 to ensure such situations are reviewed and addressed, with the goal of improving communication and customer experience at pickup.

We truly regret that this incident led to you being unable to access your rental vehicle and that it left a negative impression of our service. Your feedback is invaluable, and we appreciate you bringing these concerns to our attention.

While we understand you are disappointed and have indicated you may not rent with us again, we hope this feedback demonstrates our commitment to listening to our customers and taking action where needed.

Kind regards,
Customer Support Team

Resposta da NU Car Rentals

10/03/2026

Dear James,

Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience during your recent rental.

We understand how frustrating it must have been to arrive expecting a smooth pickup, only to encounter unexpected requirements at the counter. Please note that the need for additional coverage may depend on the type of insurance verification presented, as well as the rental provider’s policies regarding liability and vehicle protection. If proof of coverage that meets the supplier’s requirements cannot be validated at the time of pickup, the provider may require the purchase of their protection plan.

That said, we sincerely regret that this situation resulted in you being unable to collect the vehicle. We understand how disappointing this must have been, especially after booking through your travel platform.

Your feedback regarding the clarity of insurance requirements is extremely valuable. To help us review your case and share your feedback with the relevant team and the rental provider to improve transparency for future customers, could 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**

Once we receive this information, we will be happy to look into the matter further.

We appreciate you bringing this to our attention and hope to have the opportunity to assist you better in the future.

Kind regards,
Customer Support Team

Resposta da NU Car Rentals

Actualizada a 17/04/2026

Dear Bradley,

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 PHX01-209846.I hope this message finds you well.

After a thorough review, I want to confirm that the complaint we discussed has already been addressed and thoroughly investigated. The location manager has taken the time to review the transaction during the customer’s visit to pick up the vehicle.

According to the findings, the customer was in agreement to only cover the body of the vehicle, with his insurance responsible for the liability coverage. It appears there was a misunderstanding regarding the information provided by the agent; the customer was informed that the deposit would be refunded, but not that the LDW charge would be waived. The return procedures are to leave the vehicle in the return lane and it will be checked in , in the order it is recieved. All information is sent via Email unless the customer wants dcumentation they are welcome to head to a counter to confirm and get a copy of the final invoice printed.

As a result of the manager's findings, I must inform you that the charges remain valid and will not be adjusted. If there are any further concerns or if additional clarification is needed, please feel free to reach out."

Sincerely,
Haidee

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

Dear Bradley,

Thank you for taking the time to share your detailed feedback regarding your recent experience with **NU Car Rental** at our Phoenix location. We sincerely regret that your rental experience did not meet your expectations and appreciate the opportunity to address your concerns.

First and foremost, we apologize for the confusion and frustration you experienced when locating our off-airport facility. We understand how stressful travel can be, and we are sorry that the directions provided were not clear or easy to follow. Your feedback regarding signage, shuttle instructions, and the arrival experience at the Phoenix facility has been shared with local management for review and improvement.

Regarding the Loss Damage Waiver (LDW) and additional charges, we take concerns about billing transparency very seriously. It is never our intention for customers to feel misled or unaware of charges added to their agreement. While optional protection products such as the LDW require customer acknowledgment and initials on the rental agreement, we understand your concern that the explanation may not have been sufficiently clear at the time of signing. Additionally, you should have been given the opportunity to review your final charges at vehicle return, and we apologize if you felt rushed or unable to ask questions before departing on the shuttle.

Please be assured that we would like to investigate this matter further, including reviewing the signed rental agreement and the breakdown of charges applied. With this, we will forward your case to our Phoenix Supplier under Ticket #364399 for a full review.

We truly regret that this experience led you to feel disappointed and frustrated, especially after prepaying through **Expedia**. Transparency and customer trust are extremely important to us, and your feedback will help us improve our communication and processes moving forward.

Thank you again for bringing this matter to our attention. We hope to have the opportunity to address your concerns directly.

Sincerely,
Haidee

Resposta da NU Car Rentals

3/03/2026

Hi Toby,

Thank you for taking the time to share your feedback. We’re sorry to hear that you were disappointed with the toll charges associated with your rental.

Our toll program terms are outlined in the rental agreement and are intended to cover not only the toll amount itself, but also the administrative costs involved in receiving, processing, and remitting payments to the applicable toll authorities. When the daily toll option is declined, any toll usage is typically billed post-rental and may include additional service or processing fees.

We understand how frustrating it can be to see a charge that appears significantly higher than the toll amount itself—particularly if the vehicle was used for only a portion of the rental period. If the policy was not clearly explained at pickup, we sincerely regret that experience.

We would appreciate the opportunity to review this matter in detail. To assist you as quickly as possible, could you please provide the following:

* Confirmation number (ending in NU) or Rental Agreement number
* Pickup date and time
* Primary driver’s full name

Once we receive this information, we will investigate and provide clarification promptly.

Thank you again for bringing this to our attention.

Sincerely,
HB

Resposta da NU Car Rentals

Actualizada a 14/04/2026

Dear Ryan,

Please see the response we received from our Affiliate.

"Please find attached the signed rental agreement and final invoice. The customer used their own sunpass device on the vehicle, which is against our sunpass policies. Please refer to the sunpass policies explained in the rental agreement. "

We do apologize but charge remains.

Sincerely,
HB

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

Dear Ryan,

Thank you for providing your rental details.

We are currently coordinating with our Miami affiliate regarding the additional $250 charge. We will update you as soon as we receive further information.

Thank you for your patience.

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

Dear Customer,

We’re genuinely sorry to hear about your experience and understand how concerning an unexpected charge can be.

Please be assured that we do not apply arbitrary charges. Any post-rental charges are typically associated with items outlined in the rental agreement, such as fuel discrepancies, tolls, damages, traffic violations, or other incidental fees that may be reported after the vehicle is returned. That said, we understand how unsettling it can be if this was not clearly explained.

We would appreciate the opportunity to review this matter thoroughly. To assist you as quickly as possible, could 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 full name

Once we receive this information, we will investigate and provide clarification promptly.

Thank you for bringing this to our attention.

Sincerely,
HB

Resposta da NU Car Rentals

2/03/2026

Dear Paul,

Thank you for sharing your feedback. We sincerely apologize for the extended wait time you experienced at our location. Waiting in line for an hour, particularly with only one agent assisting several customers, is understandably frustrating and not the level of service we strive to provide.

You are absolutely correct that arrival volumes should be properly anticipated and staffed accordingly. We regret that we fell short in this instance. To ensure your concerns are addressed directly with the rental location’s management team, we kindly ask that you provide the following details:

* Your reservation or rental agreement number
* Pick-up date and time
* The name under which the booking was made

We truly value your time and your business, and we are sorry that your experience did not reflect the standards we aim to uphold. Thank you again for bringing this to our attention, as feedback like yours helps us improve our operations and customer service.

Sincerely,
HB

Resposta da NU Car Rentals

Actualizada a 30/04/2026

Dear Jason,

Thank you for bringing your concern to our attention, and for providing detailed feedback regarding your recent rental experience at our Phoenix location.

According to the rental records, the vehicle upgrade was presented and processed at the rental counter, and the corresponding charge of $29/day were reflected in the Rental Agreement. The agreement, which includes the total daily rate and applicable fees, was reviewed and signed at the time of pickup to confirm acceptance of the selected vehicle and the associated charges.

While the signed agreement indicates authorization of the upgrade and its cost, we understand your concern regarding how the pricing may have been communicated during the transaction. We appreciate you sharing this feedback, as transparency at the rental counter is important to us.

At this time, as the upgrade and its charges were documented and authorized in the signed Rental Agreement, we regret to inform you that our Phoenix Supplier is unable to provide a refund of the upgrade fee.

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

Sincerely,
Haidee

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

Dear Customer,

Thank you for taking the time to share your experience. We are very sorry to hear about the confusion and frustration you encountered during your recent rental at our Phoenix location.

We understand that the pricing and options presented at the counter were unclear, and that you were surprised by the additional daily charges for the smaller SUV. While the rental agreement reflects the total charges, we recognize that the way this information was communicated should have been transparent, clear, and fully explained—especially for international travelers.

Please know that we take feedback like yours very seriously. Our goal is always to provide clear, fair, and professional service, and it is evident that we did not meet those standards in your case. We will review our affiliate’s procedures and staff training to ensure that future customers receive a clear explanation of all charges and options before agreeing to any changes.

To allow us to review this matter thoroughly, we kindly ask that you provide the following information:

1. Your reservation or rental agreement number
2. Pick-up date
3. The name under which the booking was made

We sincerely regret that this experience has caused disappointment and mistrust. While we understand your decision regarding future rentals, your feedback is invaluable and will help us improve both our communication and customer care.

Thank you again for bringing this matter to our attention.

Sincerely,
HB

Resposta da NU Car Rentals

Actualizada a 28/04/2026

Dear Maria,

Please see the response we received from our San Diego Affiliate.

"We are sorry to hear about this customer's experience. According to the schedule on that day, we only had a supervisor, one rental agent, two car washers, and one back office employee (that does not assist with operations.) That being said, every employee has a specific role to keep the operation running, and there was only TWO employees qualified to rent to customers that day, which was the rental agent and supervisor. Typically, the supervisor is running around driving the shuttle, helping organize the lot, helping with check ins, or coordinating with the back office staff for tasks outside of operations or customers. If we have a line longer than 5 parties, the supervisor will hop on the counter and assist with rental processing. Based on the reservations for that day, we would have had 5 customers due to pick up their rental within the hour of 3pm. However, only three out of the five customers showed up for their reservations, and the next rental after this customer was picked up over an hour after this customer was assisted. That said, we should not have had a line nor should the customer have been waiting for very long."

Sincerely,
Haidee

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

Dear Maria,

Thank you for providing your rental details.

Please be advised that your review has been forwarded to our San Diego affiliate for further review.

We will keep you updated as soon as we receive any feedback.

Best regards,
Haidee

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

Dear Maria,

Thank you for sharing your feedback. We are very sorry to hear about your recent experience and the frustration you encountered during your rental process.

We sincerely apologize for the long wait and for the impression that your concerns were not handled professionally. Regardless of how busy the location may be, all customers should be treated with respect, efficiency, and transparency.

We are also concerned by your comments regarding the vehicle availability and being asked to pay for an upgrade due to the originally reserved car being unavailable or damaged. If a reserved vehicle cannot be provided, the situation should be explained clearly and handled fairly, without making you feel pressured or penalized.

Please allow us the opportunity to review what occurred. We kindly ask that you provide:

1. Your reservation or rental agreement number
2. Pick-up date and location
3. The name under which the booking was made

Once we receive this information, we will investigate the circumstances with the location team, including staffing, vehicle availability, and the upgrade charge. Our goal is to ensure that situations like this are handled properly and that any necessary corrections are made.

We truly regret that this experience left you feeling disappointed. Your feedback is important and helps us improve both service standards and communication. We hope to have the opportunity to address your concerns and restore your confidence in our service.

Sincerely,
HB

Resposta da NU Car Rentals

Actualizada a 13/04/2026

Dear Michael,

Thank you for taking the time to share your detailed feedback. We are truly sorry to hear about your experience and the frustration it caused.

We understand your concerns regarding the charges for the Loss Damage Waiver (LDW), taxes, and fees—especially if you believed these were already included in your booking through Expedia. Any confusion surrounding optional coverages and additional charges at the counter is not the experience we aim to provide. All coverages and fees should be clearly explained, including their cost, before any agreement is finalized.

We are also disappointed to learn about the condition of the vehicle, the atmosphere at the facility, and how your concerns were handled during your follow-up call. Professionalism, transparency, and respectful communication are standards we expect from our team at all times.

Please be advised that we have forwarded the response from our Phoenix supplier regarding your case (Ticket #363458) via email for your review.

If you have any further questions or need additional assistance, please feel free to let us know.

Best regards,
Haidee

Resposta da NU Car Rentals

Actualizada a 8/05/2026

Dear Jennifer,

Based on the rental documents, you agreed to sign up for the Loss Damage Waiver and Roadside Assistance by putting your signature on the following paperworks.

1. Signed Rental Agreement
2. A printed copy of the agreement, which you signed using a pen

We do apologize but the charge remains.

Sincerely,
Haidee

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

Dear Jennifer,

Thank you for providing your rental details.

Please be advised that your concern has been forwarded to our Denver affiliate under Ticket #362988 for further review.

We will keep you updated as soon as we receive any feedback.

Best regards,
Haidee

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

Dear Jen,

Thank you for sharing your feedback. We are very sorry to hear about your experience with the charges for Loss Damage Waiver and Roadside Assistance. We understand how frustrating it must have been to see charges applied that you specifically declined, and we sincerely apologize for the stress this caused.

We take concerns like yours very seriously. Our goal is always to provide clear, transparent service and ensure customers feel confident about their rental agreements. We regret that your call to dispute the charges did not meet your expectations and that you felt your concerns were not properly addressed.

To resolve this matter promptly, we would appreciate it if you could provide:

1. Your rental confirmation number
2. Pick-up and drop-off dates
3. Primary driver’s full name

Once we receive this information, we will review your contract and investigate the charges thoroughly. Our priority is to ensure any discrepancies are corrected and that you feel your concerns are addressed fairly.

We sincerely apologize again for the inconvenience and disappointment. Your feedback helps us improve our processes and communication, and we hope to restore your confidence in our service.

Sincerely,
HB

Resposta da NU Car Rentals

2/03/2026

Dear Jeremy,

Thank you for taking the time to share your experience. We are truly sorry to hear about the challenges and frustration you faced with your rental booked through Priceline and picked up at NU CAR.

We understand how upsetting it must have been to arrive at an off-site location, experience unexpected charges, and wait without assistance, especially when you had an early flight. Being charged unexpectedly for a rental, facing large deposit requests, and seeing other customers experience the same issues is certainly not the experience we want for any of our clients.

Please know that your feedback is taken very seriously. Situations involving additional fees, off-site pickups, or unclear policies should always be clearly communicated and handled transparently. We will review this matter with our Fort Lauderdale Supplier to better understand what happened and to prevent similar issues for future customers.

To help us investigate further and work toward a resolution, we would appreciate it if you could provide:

1. Your confirmation number or rental agreement number
2. Pick-up and drop-off dates
3. Full name of the primary driver

We sincerely apologize for the disruption and disappointment this caused to your trip. Your feedback is invaluable in helping us improve our services, and we hope to restore your confidence in our company.

Sincerely,
HB

Resposta da NU Car Rentals

Actualizada a 22/04/2026

Beste Bert,

Hartelijk dank voor het doorgeven van uw boekingsgegevens. Kunt u ons laten weten of u een bevestigingsnummer heeft dat eindigt op NU of het nummer van de huurovereenkomst?

Sincerely,
Haidee

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

Beste Bert,

Hartelijk dank dat u de tijd heeft genomen om uw ervaring met ons te delen. Het spijt ons oprecht te vernemen dat u frustratie heeft ervaren met uw reservering via Car-jet en het ophalen van de wagen in Agadir bij NU CAR.

Wij kunnen ons goed voorstellen hoe vermoeiend het moet zijn geweest om na een lange reis ’s nachts aan te komen en vervolgens geconfronteerd te worden met onverwachte extra kosten. Dit is absoluut niet de ervaring die wij onze klanten willen bieden. Dat u opnieuw moest betalen voor een reeds vooraf betaalde huur is bijzonder zorgwekkend, en wij begrijpen volledig hoe stressvol deze situatie voor u moet zijn geweest gezien het tijdstip en de omstandigheden.

Wij willen u verzekeren dat wij uw feedback zeer serieus nemen. Eventuele bijkomende kosten of onduidelijkheden aan de verhuurbalie dienen altijd duidelijk gecommuniceerd en volledig transparant afgehandeld te worden.

Om deze kwestie grondig te kunnen onderzoeken en voor te leggen aan de lokale leverancier, verzoeken wij u vriendelijk om ons de volgende gegevens te bezorgen:

1. Bevestigingsnummer (eindigend op NU) of huurovereenkomstnummer
2. Ophaaldatum en -tijd
3. Volledige naam van de hoofdbestuurder

Zodra wij deze informatie ontvangen, zullen wij het dossier zo spoedig mogelijk onderzoeken en streven naar een correcte oplossing.

Nogmaals onze oprechte excuses voor het ongemak en de teleurstelling die u heeft ervaren. Uw feedback is voor ons van grote waarde en helpt ons onze dienstverlening te verbeteren. Wij hopen dan ook de kans te krijgen om uw vertrouwen in onze service te herstellen.

Met vriendelijke groet,
HB

Resposta da NU Car Rentals

28/02/2026

Dear Mark,

Thank you for bringing this to our attention. We’re truly sorry to hear about your experience and understand how frustrating this must have been.

First and foremost, we sincerely apologize for the condition of the vehicle you received. Cleanliness is extremely important to us, and a car with stains—especially anything that appears to be vomit—is absolutely not the standard we aim to deliver.

Regarding the fees you mentioned, we understand how upsetting it can feel to encounter charges that were not clearly explained at the time of reservation. Our goal is always to provide full transparency around optional coverage, loss-of-use protection, and deposit policies. The loss-of-use and security deposit terms are part of our rental agreement, but they should always be clearly communicated so customers can make informed decisions in advance. We apologize if this was not made clear during your booking process.

Your feedback is extremely valuable, and we are reviewing how these policies and fees are presented to ensure better clarity moving forward. In order to look into your rental in more detail and address your concerns directly, may we have the following?

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

Thank you again for sharing your experience — it helps us improve.

Sincerely,
HB

Resposta da NU Car Rentals

27/02/2026

Hi Kristen,

We’re very sorry to hear about your booking experience and the difficulty you encountered while trying to reach support. We understand how frustrating it can be to discover incorrect dates or times on a reservation—especially when you’re unable to promptly modify or cancel it.

Reservation changes and cancellations are generally subject to the terms selected at the time of booking, including any prepaid or third-party conditions. That said, no customer should have to spend hours on hold to receive assistance, and we sincerely apologize for the inconvenience this caused.

We’re pleased to inform you that your cancellation and refund request has been approved and successfully processed in our system. Please note that it may take several business days for your bank or card issuer to reflect the funds in your account, depending on their processing timelines and the type of card used.

For your reference, a screenshot of the transaction confirmation was sent under Ticket #361114.

Your feedback is truly important to us. We are actively working to improve our response times and overall customer support experience. We appreciate the opportunity to resolve this for you.

Sincerely,
HB

Resposta da NU Car Rentals

Actualizada a 21/03/2026

Hi Michael,

Thank you for sharing your experience. We sincerely apologize for the confusion and frustration regarding the Loss Damage Waiver (LDW) charges.

We understand that the term “waiver” can be misleading, and we regret that it was not clear that this coverage is a **purchased protection product**, not a declination of insurance. The LDW is intended to provide additional protection beyond what a personal insurance policy may cover. Customers who choose not to purchase it should have the option clearly indicated on the rental agreement.

However, based on the rental documents, you agreed to sign up for the Loss Damage Waiver by putting your signature on the following paperworks.

1. Signed Rental Agreement
2. A printed copy of the agreement, which you signed using a pen

We do apologize but the charge remains.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

27/02/2026

Hi Skip Kat,

We’re very sorry to read about your experience and the frustration you felt during your rental. We take allegations of misleading information very seriously and would like to address your concerns.

Insurance coverage requirements are disclosed at the time of booking and again at the rental counter. Customers are absolutely permitted to use their own valid insurance coverage; however, it must meet the required liability and coverage criteria. If coverage cannot be verified or does not meet state or company requirements, additional protection options may be required. That said, you should never feel that coverage was “forced” without a clear explanation, and we will review this internally.

Regarding roadside assistance, this is an optional protection product that covers items such as lockouts, lost keys, jump starts, and similar incidents. Customers who decline this option may be responsible for those service-related charges if they occur.

We also apologize for the wait time and shuttle experience you described. We recognize how frustrating it can be to wait after traveling, particularly if staffing levels did not meet demand at that time.

We would appreciate the opportunity to review your rental in detail. With this, please provide us with the following:

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

Your feedback is important, and we are committed to improving transparency and customer service.

Sincerely,
HB

Resposta da NU Car Rentals

27/02/2026

Hi Jayes,

We’re very sorry to read about your experience and the frustration it has caused. We take comments like this seriously, and we want to address your concerns directly.

First, we want to be clear that our rental rates and required deposits are based on vehicle class, rental length, insurance selection, and security requirements — not on the amount a customer has paid. Deposits are authorized at pickup to cover potential damages, tolls, fuel differences, or policy violations, and they are released according to our stated terms once the vehicle is returned and processed. We do not keep deposits without cause.

We are also concerned by your comments regarding communication and callback issues. That is not the level of service we aim to provide, and we are currently reviewing our call handling procedures to ensure customers receive timely assistance.

Based on our Prague Affiliate under Ticket #155361, they already released back all the security deposit. Let us know if this is shown in your bank statement.

Moreover, please see the Terms and Conditions of our Supplier by clicking the provided link under Insurance.

https://nucarrentals.com/print_policy?location=PRG

We understand how upsetting it can feel when charges are unclear, and we are committed to transparency and resolving any legitimate billing concerns.

Sincerely,
HB

Resposta da NU Car Rentals

26/02/2026

Hi Kristin,

We’re truly sorry to hear about your experience and appreciate you taking the time to share your feedback. What you described is not the level of service we aim to provide, especially after a long day of travel.

We understand how frustrating it must have been to learn at pickup that your reservation was for an electric vehicle and that it did not meet your travel needs. Vehicle type and amenities are outlined during the booking process, but we recognize that this information may not always be as clear as it should be. We are actively reviewing how vehicle details are displayed to help prevent situations like this in the future.

Regarding the upgrade, rate differences are based on vehicle class and availability at the time of pickup. That said, we never want our customers to feel pressured or left without reasonable options. Your comments about feeling that you had no choice are concerning, and we would like the opportunity to review your rental in detail.

With this, may we have the following so we can review your case?
1. Confirmation # ending in NU or Rental Agreement #
2. Pickup date/time
3. Primary driver's name

We value your feedback and take concerns like this seriously. Our goal is always transparency and customer satisfaction, and we regret that this was not your experience.

Sincerely,
HB

Resposta da NU Car Rentals

25/02/2026

Dear Carole-anne,

Thank you so much for your wonderful review!

We’re thrilled to hear that you had a perfect experience with our MCO Affiliate. It’s especially great to know that Farzad provided kind and efficient service — we’ll be sure to share your compliments with him under Ticket #360567. Their team works hard to make the rental process smooth and transparent, so we truly appreciate you highlighting the fast shuttle service and the absence of hidden fees.

We’re also glad the vehicle was a perfect fit for your needs and that everything went seamlessly during your rental.

Your feedback means a lot to us, and reviews like yours help others feel confident when choosing us. We look forward to welcoming you again on your next trip!

Best regards,
HB