ORLANDO, FL, FLORIDA -- I want to take a minute to address our experience at Florida MCO with NU Car Rental. Nowhere did it identify car rental was not on site which was a priority for us due to limited vacation time - weekend to visit grandpa. NU Car Rental was called twice to pick us up, at 2:12 pm when we arrived and again at 2:40 pm.
Unprofessional service, I was provided a scrap of paper not much larger than a sticky note to go over my own rental car by myself and return the slip before I left the lot, the car was not safe to drive - stab punctures to the driver seat x8 and the inside roof and back seat and in the steering wheel which houses the airbag, front lower bumper/skirt cracked 3/4 of the way thru on left and right front. I had to seek out 4 different staff - redirected multiple times to address the condition of car and address if airbag works!
The manager said, "What's the problem, we just go over the outside upon returns and rent them back out but I'm sure the airbag works!" I stood firm it's not worth the risk of our safety on a guess and I want a different rental. I left with a car not much better, unprofessional and unorganized rude staff. I witnessed them rent a car to a foreigner with no license - said he lost his license but they followed thru basically because he counted $900 cash on the counter!!!
Landed and ready to leave airport at 2:12 pm and left rental pace at 4:30 pm - not ok at all! These car rentals off-site reserved to unsuspecting travelers; many were not aware and complaining. Pictures look better than the actual in-person view due to shine in car; stab marks were deep punctures; I suspect the airbag is nonfunctional if it didn't inflate or maybe it's no longer in the steering wheel?
LOS ANGELES, CALIFORNIA -- AWFUL EXPERIENCE!! I rented a car for a few days at the beginning of November. I got to the location, located within the Westin Hotel. First, the sign was facing the wrong way and is quite small in comparison to the counter so I didn't see it and had to ask the front desk. But whatever, I got in line.
I waited in line for an hour and a half with only 4 people/parties in front of me. No joke guys, it was awful. When I [finally] got to the counter, I was helped by an agent, I believe his name was Vincent but don't quote me. I told him multiple times that I just wanted the car, I have awesome insurance and if anything happened I would be happy to pay for the repairs. The agent nodded, repeated my wishes, and said he understood. He asked for my ID and insurance card to verify I had proper insurance to cover the rental, which I do, made a copy of both and had me fill out paperwork.
As he was explaining all of the papers and where to sign I asked him again, to make sure, that I am signing the paperwork to verify that I declined any and all of their insurance. He said yes, that is this part (and pointed to the paper) so I trusted him and signed the paperwork so I could get in and out and get the other people in line moving along.
Moving on out to the pick up location, the female attendant was unnecessarily rude, rolling her eyes and rushing me along when we went to inspect the car for damages it already had prior to me driving it. I touched the car in one area to see if it was a paint flaw/scratch and she rudely blurted, "ma'am, that is just dirt!" She definitely seemed like a person who isn't satisfied with the job she has and needs to take it out on others. Nonetheless, I figured they were just overworked so I was very polite to both her and the counter agent.
Once I got in the car, I immediately noticed a sour type of smell despite all 4 windows being wide open. I looked in the back seat and saw what I assumed was dried or caked formula/milk in the middle seat. The substance was crusted on the seat material. It also appeared to have had some sort of water contact with the outside passenger seats as there was a distinct water line. My seat wasn't much cleaner, and had obvious spills on the driver's seat. The car was great, excluding the condition of the interior. So no complaints there.
I returned my car very early and unfortunately 100% forgot to fill the tank. I take full responsibility for that and I knew it was going to cost me an arm and a leg. When I went to check my credit card bill I noticed that I was charged much higher than what I reserved the car for through Expedia. I called their customer service line, was sent a screenshot of their charges for me, and I was charged $44.97 for CDW that I had explicitly explained I did not want at the agent counter.
I called back again to dispute the charges, and was informed that they would have to contact the location I rented from to see what paperwork they have. I was told I would receive a call within 7 days (not business days, I confirmed that). 12 days later I had to call their customer service again, as I hadn't heard anything from anyone. I was told I would get a response within 1 full day.
I got a phone call from David, the supervisor, that said (and this is a direct quote) "so I don't know there was a miscommunication or misunderstanding or what happened uh but unfortunately... I wouldn't be able to refund [your money]". I received an email, in an peculiar fashion where here were multiple people CC'd on the email (If you're going to CC people in it, make sure to do a BCC, David!) that included the 2 forms I signed. On the first form, there is a detailed list of charges, none of which add up to $44.97. The second was a form that was explained to me by the agent as a waiver stating I was declining their insurance and using mine.
So essentially, because their agent explained the paperwork incorrectly and the charges don't match up, there must be a miscommunication right? Isn't this what customer service is about? Figuring out the needs of the customer and making it right? But nope, according to David the supervisor, "so I don't know [if] there was a miscommunication or misunderstanding or what happened uh but unfortunately... I wouldn't be able to refund".
So thank you, NU Car Rentals and David the supervisor, for explaining your policies and paperwork wrong, for the subpar customer service and for scamming me out of $45. $45 is pocket change to a company like yours, but to me, that's money to pay my bills. I hope you spend it well!
All in all, I wouldn't waste your time with this company. You'll get disappointing service, disgusting cars, and you'll get charged for things you undeniably expressed you didn't want. Their rates may be cheaper, but your time spent waiting in line and being treated like scum, in addition to the unexplained charges, will put you at the same price for a car from a well respected and professional company.
CALIFORNIA -- They made a unauthorize "online" charge to my VISA. ($35.00) They told VISA I gave them authorization on the phone. I did rent a car on the same day from a different company. They refused to show me the proof of my approval on paper or audio. I had no idea who they were. I rent cars monthly from Economy and Budget in Costa Rica. I viewed the internet and discovered the company is a "rip off". Their email addresses are bad and their many phone numbers are set up for FAX only tones. I have tried to contact them for months to no end. Many rip offs can be based on the small dollar amounts processed, where most people will not take issue.
ORLANDO, FLORIDA -- Action Car Rental/Nu Car Rental is a disgusting business. Not only do they have terrible customer service, but the car I received was disgusting, not to mention highly unsanitary. We received our car after waiting almost an hour for the shuttle to leave “because it wasn't full yet” only to wait for another hour to receive our car.
The car we received was absolutely repulsive. It smelled like a combination of dead animal and mold. The mirrors looked like they had never been cleaned EVER. There were disgusting marks and messes on ALL mirrors. There was blood on the interior of the car. The mats were sticky and when we tried to remove them, the under section of the mats was 20 times worse than what was above it. The car shook everywhere we drove.
We returned back to the company to have them help us with the smell. They added an air freshener and sprayed the mats. It didn't help at all and we were forced to buy Febreze and multiple air fresheners throughout our FOUR DAY vacation. When trying to return the car, not only did it take a half hour for the manager to speak to me, but he repeatedly told me there was nothing he could do and I would have to call corporate.
When I called corporate, they told me they couldn't help me unless it was written in a formal email. I would give this company a -5 stars if I could. They are disgusting and unhelpful. If you actually want to enjoy your vacation, I would 100000000% recommend another company. If you have already booked with this company, make sure you take notes for your formal complaint because I guarantee you will need to file one.
LIBERIA, COSTA RICA -- We rented with NU Car Rental through Orbitz on our Costa Rica trip. When we get to Liberia we are taken 15 to 20 minutes away from the airport in their shuttle. We got to a location for Solid Car Rental place where very few cars were parked on an unpaved dirt property. In the building there was only one person with a laptop on a small table. The guy said Solid Car Rental works with NU Car Rental. Then the saga started. He said there is a mandatory insurance for liability and if I do not purchase I do not get a car. The liability insurance was 3 times the amount for actual car rental and damage insurance combined.
When I booked the car through Orbitz, I had already purchased insurance as offered during the reservation process as I always do. Apparently that does not cover everything. Having no choice I agreed to pay. Then he said there a deposit of $5000 for any damage to the car. I asked him why deposit is required when I am paying for damage insurance and liability insurance. He said it is a policy. I asked him to show me the policy and of course he did not. Anything I questioned it ended up me not getting a car. TOTAL BAIT AND SWITCH. It would have been cheaper for me to rent through Hertz or Avis. I have learned and will NEVER in my life use NU Car Rental.
ORLANDO, FLORIDA -- People need to do their research when they are renting a vehicle. Yes, this agency is off site and the shuttle goes back and forth between the airport and the agency. They are about a 10-minute drive away from the airport. I booked with them several months ago and prepaid as they were less than half the price as anywhere else I could find for a minivan. In the weeks leading up to our trip I read nothing but bad reviews and was quite nervous about renting with them by as we had already paid we decided to chance it.
The shuttle came and picked us up within 15 minutes of calling them and they had the minivan ready and waiting for us. Again, it comes down to research. We can get insurance for the rental vehicle through a third party and it is a fraction of the cost of any rental agency, we didn't get the SunPass as we knew we wouldn't be needing it. These are all options that can make your rental bill skyrocket.
The then was great the entire time we had it, there was only 20,000 miles on it. We rented from January 23rd until February 2nd. Returning the car was quick, and they had us back to the airport in no time. I found the staff to be very friendly and easy to work with. If you do your research and show up prepared then you really shouldn't have any issues with them. We flew in from Manitoba, Canada.
LAS VEGAS, NEVADA -- The operation in the Vegas location is ran out of a house across the street from the McCarran Car Center. Very sketchy looking. Employees were not so friendly, and were attempting to up-charge us on everything. We asked for an all-wheel-drive car which was not given. We returned the car two days early and did not get reimbursed for the extra two days because we pre-paid the rental. If you leave the state and happen to use a toll road you get charged $36 PER TOLL.
When we turned in the car and signed, the lady told us we would get some sort of discount which was not true when we mentioned it to another representative. The best part about this entire renting experience was simply being away from the counter of that place.
SAN ANTONIO, OHIO -- On 8/26/17 I went to Travelocity website to rent a car for a trip to Orlando in early November. I didn't recognize NU Car Rentals but the price looked good. I proceeded with preliminary booking including my personal details, email address and credit card number as is usual.
When I hit the confirm button a window popped up saying "Ooops we quoted you the wrong price, actually the price is 5 cents less. Is that ok?" I said yes and immediately another window popped up saying "Ooops we quoted the wrong price, actually it is 5 cents higher."
My skeptical barometer then came alive and I immediately X-d out of the website. I was of the opinion that I had not completed the reservation and felt the issue was dead. I did not receive any type of email confirmation from NU Car Rentals thus obviating my ability to cancel any reservation I did or did not make.
Then I received my credit card statement finding that I had reserved not one but TWO cars from NU car rental. I tied to reach them by phone. No success. Travelocity washed their hands of my dilemma. So far. AMEX has retrieved one of my two payments. They tell me one of the two payments was made directly to the rental company. Not so, both were on my AMEX statement.
FORT LAUDERDALE, FLORIDA -- Had confirmed reservation for vehicle on October 26 at Fort Lauderdale Airport. Upon arriving at the airport, I attempted to catch the shuttle to the car rental counter. The Nu Car Rental Shuttle was a small van that held only a few people plus luggage. Not a problem, except that there were about thirty (30) other people waiting to catch the same shuttle. It made two runs in approximately one hour, even though the rental counter was less than two miles away. I called the company directly, whereupon the representative straight lied to me, denying the situation directly in front of me even existed, and stated that the shuttle was handling all arriving passengers on time.
Not having time to waste yet another hour hoping to get a shuttle, I ended up taking a taxi to my hotel, costing more than the price of the original car rental. Then, upon calling the travel agent to seek a refund of the insurance paid upfront, the car rental company wouldn't answer the phone for them initially, but then finally answered and refused to refund the payment on a service they failed to provide as agreed. Eventually, the agent was able to secure a refund of the amount paid, but it took multiple calls and many long periods of being on hold to get it done.
Bottom line, Nu Car Rental is an excellent example of just how incompetent and inefficient a business can be when they really try. I will NEVER make the mistake of attempting to rent a car from them again, and would encourage anyone reading this to avoid this group of morons at all cost. I rated them one star only because there was not an option for zero.
CALIFORNIA -- NU Car specializes in deception. It offered me a Yaris at $17 a day, which I booked. My flight was late, so I was late getting to the Westin Hotel car rental lobby, and they said my car was not available + offered me a mid-size car for $43 a day. Because I had already prepaid the insurance, I was locked into whatever deal they offered. When I went to the garage to pick up my car, I noticed 2 Yaris cars on the lot and plenty of economy cars. I am sure the agent was trying to squeeze as much money out of me as possible. Being an older woman traveling alone makes me an easy target. This was a terrible way to begin a vacation, and I will never use their service again.