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?
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.
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 -- 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.
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.