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.
ORLANDO, FLORIDA -- You'll be paying way over the quoted price by the time you're done... Begin with the airport... You follow the signs pointing toward "rental cars," and then learn yours is off-airport, and you'll have to find their shuttle. You end up outside looking at the sign where the NU shuttle is supposed to show up - but it says "Moved to Slot 17." Turns out that's a half mile away. You drag your luggage the full distance to Slot 17, only to discover a sign that says the NU shuttle has moved to Slot 51 - the one you just came from.
But never mind - a shuttle shows up, and one of the many, many insignia on the side says NU, so away you go. Never mind the printed directions you've brought along for the drive you have to make once you're in your rental... Forget having any idea where you are... and that you arrive at the rental place after dark.
The clerk starts going through the paperwork and asks you whether you want the basic or the premium insurance package - never mentions that you don't have to have insurance if a) you already have a normal auto insurance policy for your own vehicles; or b) you are charging your rental to American Express or any of several other cards that provide car rental insurance.
I only learned this because AFTER I'd signed all the papers and charged my card, I overheard the next clerk asking people if they had proof of insurance with them. (The learning curve gets steep here as you order the "Basic" package, and voila! Your bargain rental just doubled in price - tripled if you ordered the premium insurance.) Learning curve steepens as you figure out whether you want to bring the car back full or empty; and when you find out that adding your spouse as a driver - or any additional person, regardless of driving record - also jacks up the price significantly.
Finally, you're sent out in the dark with a little inspection form, to take a good long look at the black mini-van you've rented. You can't see anything, but the light in the parking lot isn't very good, so you just HOPE you've caught anything really bad, because the basic insurance doesn't cover damage you do to the car. Later it occurs to you that there has been no mention or acknowledgement of the deposit you put down on Travelocity or whatever listing service you used.
Directions given from the counter got us into an hour-long drive around the back roads of central Florida, trying to get over to 75 - yes, you can get onto 528 after a right turn and a couple of lights, but ONLY if you know it was that unmarked left-hand off-ramp you already passed a half a block back... Return and check-in was a breeze, and the car was fine - but in the end cost nearly three times what the advertised rate was.
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.
LAS VEGAS, NEVADA -- I got a great deal if I prepaid my rental car off of a discount website. We arrived on time to get our car and it took a very long time to get us checked in. Our car was waiting for us, so there was relatively little hassle there. When I dropped the car off (on time) it had a full tank of gas and no damage whatsoever. At the walk-through with the agent, he signed off and said all was ok. The problem came 2 weeks upon returning the car. I got a letter from a claims company stating that the windshield had to be replaced and that I was now being taken to collection for the cost of the replacement. I've contacted my lawyer, this is completely bogus.
ORLANDO, FLORIDA -- FRAUD... FRAUD... FRAUD... NU Car Rentals Orlando are making fraud through fake advertising and misleading ads. I just happened to split the car through Travelocity. Both companies are evading the situation. They know they are committing fraud. They offer you the best price to make you reserves the car with NU Car Rentals, when you arrive at the airport and calls to confirms, they're appears overbooked and refers you to looking for another car rental company.
A charge appears on your Credit card. It turns out, when call them to confirms your reservation. NU charge you an overbooked fee for telling you to go rent a car in other company. You end up paying hundreds of dollars with the company that you can finally rent the car. And paying NU Car Rentals an unexplained charge. When you call claims, they have no overbooked note or your call. No calls or money are returned to you. They generate a "ticket" in a system that does not solve anything.
LAS VEGAS, NEVADA -- I too was lured to this rental company by the low advertised price. We arrived an hour earlier than our reservation time and of course did not have the car available so we paid extra for an upgrade, something a legit rental company would provide for no extra charge. Agents were rude. Car we got was wrecked at least once before, interior was filthy, the rental business was offsite from the other rentals and we were charged a $40 airport fee.
They NEVER took us to the airport or picked us up from there. Total rental scam. Please do not be fooled by low advertised fees. Go with someone you know even if it is advertised a little higher. The only thing NU about this company is the many ways you will pay for a crappy overpriced, inconvenient product. Hope they go under soon. Spread the word.
ORLANDO, FLORIDA -- I found a great price on Travelocity for NU Car Rental. I made the reservation and received a confirmation back with all the details. That evening, I received a call from them saying there was a system glitch and they were cancelling the reservation. I asked if they were out of cars and was told. "no but we can't rent that cheap so we are cancelling the reservation." They were very rude about it. Who doesn't stand behind their confirmations? Even when United Airlines had a glitch and people bought tickets below market price, they honored them. I will NEVER do business with these people again.
NEW YORK, NEW YORK -- Please do not rent from them! They are dishonest and have ZERO customer service! They are not an American company; not sure where they are from in Eastern Europe (Russia or Ukraine), but they do not do business the way we do in this country. They do not understand or give any customer service! They are very rude and do not follow honest business practices.
We rented a car, the paperwork was not very clear, but we trusted them. We returned the car in pristine condition (vacuumed, cleaned out and filled up with gas). Despite this we never got our $300 deposit refunded, which they charge you right when you take the car (not just a credit hold, like other companies). And the paperwork that they gave us does not have a final sign off on a cleanly returned car, despite the fact that we asked for it. We tried calling them several times, only to be put off by some excuse. We are trying to dispute this with our bank. Please do yourself a favor and avoid NU Car Rentals at all costs!
MIAMI, FLORIDA -- Complete scam! They were cheap so I thought I'd give it a try. Paid for a car a month in advance. Arrived at the airport, called their transport number, got a recorded message as to where to wait for their shuttle van. No van ever showed up. Numerous calls to their offices, no one ever answered! No pick-up, no car. Had to rent another car from a real agency. Had to pay top dollar as it was now last minute and no time to shop for deals.
After my trip, I made numerous calls to NU Car Rentals (told to leave message as no one ever answers their phone). E-mailed their customer service back and forth, each time asking for more information on my trip. (What time did I call am or pm?) REALLY. Still waiting for a refund. This company is an ABSOLUTE SCAM! BEWARE!
PALERMO, ITALY -- I rented a compact car on a major online travel site, searched for best price for a compact car in Palermo, Italy, inside the airport. The price seemed fair but not exceptionally low. I prepaid with my credit card. When I got to the rental counter in the airport they asked for my credit card to hold for deposit; standard procedure.
However, they would not accept my Visa card because it was a chip card. All my credit cards are now chip cards. My wife had an old credit card without the chip technology so I offered it for the deposit. They said they could use it but because she was not the of record they would have to charge me an extra 285 Euro! The entire prepaid rental fee was $300! We have the same name and the same address, married 35 years. We were forced to accept the huge extra charge, double our original fee. They made us sign a special release allowing them to charge that outrageous amount.
I was tempted to just walk next door and rent from another company. But the walk up rate was slightly higher than the combined rate of $300 prepaid and the 285 Euro additional rate charged because we were forced to use my wife's credit card without the chip technology. These guys are a planned rip off. I will never use them again. BEWARE NU CAR!