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 -- 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!!!
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, 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.
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.