ORLANDO, FLORIDA -- Rented a Midsize Sedan from NU Car Rental for our August vacation in Florida. Upon arrival car was not ready, they rent out cars as soon as someone drops them off, even though it was reserved 2 months in advance. Despite the normal wear on the vehicle, it was smoked in and had obvious burns in the seat and ceiling. Not until later that I notices that tires were so wear out that it was not safe to drive! (Had to go to Anna Maria from Orlando).
One night returning from St. Pete Beach I could barely see the road, plus it was raining and wipers were not working as they should smearing water on windshield. Stopped at the gas station to check tires, as a low tire pressure light came on (one tire was losing air), noticed that one headlight was out! Beside all these problems, brakes were pulsating which is a safety issue! When came back to return the vehicle, they did NOTHING! They claimed that there is no manager on duty and they could not do anything. NEVER AGAIN WILL I RENT FROM THEM!!!
LAS VEGAS, NEVADA -- It was my misfortune that I booked a car rental through Hotwire. I usually get great companies, great cars and great price. However Hotwire let me down this time. It gave a a good rate (up front anyway) but the company was NuCar Rentals. I had never heard of them so was a bit skeptical but I wanted to drive from Vegas to Lake Havasu to meet my daughter who lives in Arizona. I was visiting LAS from Peoria IL so it was a great opportunity for me.
I was very excited and set out really early to get to my car rental by 0700. It is listed as being at the airport so I took a taxi to airport (then found out it is really not at the airport but a ways past the airport at a car rental center) that taxi ride was pretty expensive, but worth it as I was going to see my daughter. The driver let me out at the car rental center and I walked inside to look for NuCar. No signs for it anywhere.
Upon asking at a different rental facility, I was welcomed with “oh, you booked with them, I'm sorry”. He explained to me I had to get a shuttle to their facility and I could go outside to look for it. Then I noticed a tiny sign saying to call a posted number to call for shuttle to NuCar rentals. I waited for about 15 minutes, only to discover when I was taken to NuCar it was literally across the street from the rental center. No signs or anything were visible but I could easily have ran across the road (along with the other two people who had now joined me) instead of waiting forever for the shuttle.
The two girls at the counter were unprofessional and not helpful at all. It took so long to get the paperwork done that it was now 55 minutes past my rental pick up time. No one seemed to care. I was instructed I HAD to take out certain insurance with them for what my insurance company doesn't cover (Since then I have discovered that is not true). It took her about twenty minutes to get the car around for me and at that time she proceeded to walk around the vehicle making a video and taking pictures of every possible angle of the car. I have never witnessed such a thing. Yes, take a walk around to ensure no damage is visible, but taking videos and about thirty photos is a little overkill. It was a very small car and this seemed so unnecessary.
I finally left the rental facility and made my way to Lake Havasu, arriving an hour and a half later than planned. No problems getting there. Coming back I filled the car with petrol and headed back to the facility. I had the rental until the following morning but it was more convenient to drop it off the same night. The employees were all sitting around chatting and looked quite perturbed by my walking in and making them work!! All I got was a “ you'll get your final receipt in your email”. That was it! No asking how the car was, did it handle well, did I like the experience. Nothing.
I will never ever rent from this company again, I probably won't use Hotwire again either just in case they give me this company in the future. I would not want to risk it. Don't waste a your time or money, in the long run it is not a saving at all because of the taxi and add on insurance. Stay with a reputable company that has earned its good reputation. This company will never earn that status.
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.
LAS VEGAS, NEVADA -- NU rental car can be characterized by Up Charges & intimidation. First they are not at the Airport Rental Car Center. You have to go to the rental car center to wait again and get their shuttle. When you get to their place, it is a converted house. You have to wait in long lines, out the door until they get to you. The converted living room is extremely dirty. Dirt everywhere! Counters are makeshift.
While I waited I listened to person after person get told why they had to pay more than the rental agreement they walked in with said they would pay. Your car is not available, Just $20/day to get an available car, You have to have extra insurance even though your normal insurance says they cover you, You have to get proof of exactly what your personal auto insurance will cover (had to go online, download and print my policy or be charged for insurance) One young couple the secondary drive was under 26 y/o. Didn't tell them that if only the older one agreed to drive then no up charge, Traveling to California extra $s/day. I agreed to none of the upcharges. When I turned the car in 30 hours early they couldn't get me a receipt. I would have to wait 1 to 3 days & get it in the email.
Now I have the charge it is $49.03 more than my rental agreement said it should be and no explanation. Just a charge on my AmEx. I have been renting cars at airports for 40 years. I have never seen a situation as bad as this before. Listening for several hours until my reserved car was available (and I wouldn't have to pay $40 extra/day for an SUV) I got the impression that the reservation clerks are paid a commission on all the ways they run up customers bills. The situation was so pervasive and every clerk was using the same tactics on each new customer who came to the counter.
ORLANDO, FLORIDA -- I rented a car from Nu (Action) rental car. My confirmation email instructed me to phone the number for pick up. I called four times and waited 45 minutes for a shuttle van. I was informed the shuttle van arrives every 10 minutes. That was a lie. We finally arrived at the car rental trailer - it was literally a trailer. The lines were long and customer service was extremely slow. We finally got the car and went to inspect it. The van was filthy.
I went back inside and informed customer service of the dirty van. I was told to get in line and they would clean it. There were two guys washing the cars and was #7 in line. I left and asked for a discount on the rental. The manager stated the only offer was to clean the vehicle. Regardless of how inexpensive the rental was, I prefer paying for excellent customer service and a good product. This was not only my first time renting from Nu Rental but my last also.
LAS VEGAS, NORTH CAROLINA -- Anyone who googles Nu knows this company does not care about negative reviews. I thought I understood their negative characteristics (offsite, slow, bad vehicles, terrible staff), but I was surprised when they insisted on charging me for insurance I did not need. The specific "needed" insurance was liability insurance for property damage to other vehicles (which I already have through USAA).
I produced my insurance card and even showed the Nu representative policy elements from my USAA website, but the Nu representative wanted the actual policy document, not a summary... from me, while I was standing in line to pick up my car. Essentially, Nu preys on its customers and is in the business of intentional deception. Although I hope Nu goes out of business, it won't. They are successful at tricking people and they have many locations. If you read this, I hope you steer clear of Nu. It's worth it to pay more for a better rental company.
ONTARIO, GEORGIA -- Booked/Paid Expedia to reserve NU Car Rental vehicle, but was billed again by NU Car Rental in Ontario, CA. I provided them with my Expedia receipt and confirmation when I arrived at their offsite location (at the Ontario hotel). They asked for my credit card in order to charge just the deposit until my vehicle was returned. They actually charged me for the full week again I noticed on my credit card statement.
I'm in the process of disputing the charge through American Express because it is nearly impossible to get a hold of someone from NU Car Rental billing that can fix the issue. Their website does not show Ontario, CA as a location. I called LA location to get the Ontario location's phone number and they could not locate it either. They could only give me a corporate number that puts you on hold for all billing issues. I've left a message with corporate.
ORLANDO, OHIO -- Worst experience in car rental I have ever had. First rental Co not at airport and had to be shuttled. No cars were ready and 5 groups waited over 1/2 hr in the heat for our rentals and then it was our responsibility to go over the car for damages over the size of a quarter... There were many. Talked to manager about wait. He was rude and said it's peak season. Obviously they know that so should be prepared to handle it. We were given a 2018 Elantra with only 10,000+ miles on it. Second day it wouldn't start the first time but after turning it off and trying again it started.
Next day we had to have the car jumped to get it to start. Called and was told it would cost Me $125 for them to bring me a dependable car. Caused a very stressful vacation wondering every time we got in the car if it would start. We actually cut our vacation a day short and had to spend another $160 to stay in a hotel close to the airport that had a shuttle to ensure we got to the airport in time for our flight. This experience ruined our vacation but the company could care less. My suggestion. Never rent from this company.
LAS VEGAS, NEVADA -- Rented a car thru Expedia. Good price. Upon arriving at the McCarren rental center after much searching I discovered the agency is across the street. The young lady who helped me was not pleasant and rushed me thru the deal. Only three customers in the building but I waited 45 minutes so they offered me water that way I wouldn't dehydrate while I waited because it was hot in the building.
First they wanted me to buy extra insurance when I explained to her that I have commercial insurance she said I don't know what that is... I just going to leave that for you. She also told me that I would be responsible for any scratches and that I should purchase tire insurance because if I had a flat I would need to purchase a new tire, the other tidbit of information she gave me was if I had an accident I would be responsible for vehicle downtime which ranges from 10 to 200 dollars per day essentially meaning that even if my insurance pays for the repairs they would still charge me for the time the car was down.
Only kept car one night, I will never be intimidated, went to another rental car rental place shhh (Thrifty). They have car break down service. Got an 800 number WOW! For tire change. We plan to go to Vegas again but I will never rent from off sights again especially NU CAR no matter where I go.
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.