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.
SANM JUAN -- I went on Travelocity to find the best deal for a rental car in Puerto Rico. NU Car Rental had better advertised rates than anyone else, so I made reservations and also purchased insurance. This extremely negative experience included:
(1) a crammed ride in a car too small for three of us and our luggage from the airport to the rental office,
(2) an extremely long wait (about an hour) at the office for their one man desk to even start helping us,
(3) charge after additional charge which we were never informed of when we made the reservation,
(4) being informed that they could not honor the car insurance I had purchased through Travelocity,
(5) being informed that we could not return the car early (forced to pay for whole weeks - not given the option of daily rates) and,
(6) to make it even worse, an extra and outrageous $500 was charged to my credit card to replace a passenger side window which was broken by a rock from a lawn mower.
The Manager, Jesse, told me it would probably run about $200 to $300 to replace the window and that the difference would be credited to my credit card account. After waiting almost two months for the credit, which never appeared, I called them to find out the status. After Jesse "checked " with someone, I was informed that the charges were much higher than $500 to replace one car window (mind you, this was a small window and not even a windshield). At that point, I simply informed him that this was an obvious scam and that I was done with this company forever.
In retrospect, I should have put a freeze on this extra credit card charge by contesting it. But I was still hoping they would do the right thing. I hope Travelocity takes this company off their site so that other unsuspecting victims do not fall prey to this unscrupulous and thieving company.
On July 26, 2016 I arrived at the West Palm Beach airport. I had reserved a car from NU rental agency, which is a subsidiary of America's Best Car Rental, through Travelocity. STAY AWAY FROM THIS RENTAL COMPANY. THEY ARE AWFUL!
Although I had specified I wanted to rent the car at the airport, I did not read the fine print close enough, and when I arrived (after 8 hours of travel) I discovered that NU does not have an airport office. Their closest office was over 45 minutes away. When I called the office to send a shuttle for me, they told me to wait at Bus Station #7, in front of the terminal. When I went to the front of the terminal there were no “Bus Station #7” signs. I asked an airport police officer and some airport employees if they knew where Bus Station #7 was, and no one had any idea what I was talking about.
So I called back the rental agency for further directions. The woman that answered told me I had mistaken the directions, and that I needed to get on the general car rental shuttle bus, go to the car rental center, and I would find Bus Stop #7 in front of the rental center. I did so, and, once again, there was no Bus Stop #7, and no one had any idea what I was talking about.
I called NU again and the same woman answered. She told me I had mistaken her instructions, and that I needed to get back on the shuttle, go back to the main airport, and find the #7 Bus Stop. At this point it was obvious that she had never been to the airport, was reading off a script, and had no actual knowledge of what she was talking about. I told her to cancel my reservation, and her response was, “That's great!”
I understand her relief, because trying to do a job when you have no idea what you are doing is one of the most frustrating feelings there is. Although it cost me an extra $100 because I did not have a reservation, I was able to get a car from Enterprise. Enterprise service was excellent, and the people working there did a great job. When I got home I discovered that NU had charged a $39 cancellation fee to my credit card!
MIAMI, FLORIDA -- AVOID!!! Last week I reserved and prepaid $107 for 1 week car rental in Miami. When I arrived to MIA early in the morning, not only I had to pay for a taxi because they never arrived at pickup location, but they also charged me an additional $243 (Yes, a total of $350!!!)
Unexpected charges included: Mandatory added insurance (14.95 per day), Mandatory Sunpass ($10 per day and yes, you cannot use your own or Sunpass Mini), Road Tax (2,05 per day), MIA Concession (4,5%), Energy Recovery (4,25%), Vehicle License Rec (6,5%) Sales Tax (7%). Worst attention ever, the car was notoriously crashed and repaired. I hope you guys are lucky enough to see this review and stay as far away as possible from this SCAMMERS.
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!
LAS VEGAS -- A LOT of hidden fees, my rental was almost double what it started out with. The "free" shuttle, not free. You are charged for it. I had a damage issue so I had to exchange. I filled out the damage report. The new car had an electrical problem and when I spoke with Michael he was of no use when I asked how I was suppose to get the car back the car that had some sort of electrical problem? Well I would have left the car and put a hold on the credit card. So when I go in to drop the 2nd car off again a very unfriendly person, they lost the original accident report and the jackass told me I had to do a new one.
He had all the wrong information on the form, dates were wrong, he had the wrong car information. To date, they have not reimbursed my $200 deposit. Oh yeah there is a $200 deposit! I rented the car 10/20 and returned it on 10/24, 48-72 hrs for the deposit, still don't have it. I will never rent from them again.