CB Vehicle Rental and Leasing NU Car Rentals Hidden fees and poor customer service

NU Car Rentals review: Hidden fees and poor customer service

Jenny LS of Mason, US

Sep 03, 2023 11:42 am EDT

Featured review

I am not one to typically write a bad review and I tend to show an overabundance of grace, BUT…here goes. I highly recommend that you steer clear of Nu Car Rentals! I was quoted $64/day for a rental in Phoenix. When I picked up, I agreed to a second driver of $10/day for my adult daughter. The rep suggested that I do the fuel fill up through them because it was only $4.39 per gallon vs the going rate of $4.79 per gallon, so I could drop it off and they would fill up to bring it back to full tank. THEY SCAMMED ME. When I dropped off, we had a half a tank (we only used 200 miles total and I took picture). They charged for a full tank! $107 dollars! After they said- “they don’t credit for unused fuel”?! WOW.

They also had a ridiculous amount of “fees”. They did NOT say each fee would be doubled since there were two drivers. They charged a “rental surcharge”, TWICE. They charged a “facility charge” TWICE, they charged an “airport fee” TWICE, they charged a “vehicle license fee” TWICE, a “stadium surcharge fee” TWICE, a Transaction Private Tax fee” TWICE, and a “short term vehicle rental fee” TWICE! What should have been a $296 dollar rental was $548! Customer service does not care what I have to say. Some of these fees were listed in the email they sent me the night before pick up (not at the time I secured the rental), but they did not explain that the second driver would incur these fees, or that the gas would be full tank expense. I should have just opted to fill up myself, but we had a 5:45 am drop off and she talked me into this being “more convenient”. On a final note: we arrived at 5:45 am. We turned in the key to the drop box, unloaded uggage, and awaited our 6 am shuttle which was already going to be tight. That was their first shuttle going out. They didn’t leave with us until 6:30 am, a half hour later than stated and he would not take us to ticketing/ departures- only to the sky tram which added another 15 minutes. YIKES for customer service!

Desired outcome: Reimbursement for gas charged upon return that was NOT used, reimbursement for several fees on second driver- those were not discussed at check in.

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NU Car Rentals phone numbers

+1 (877) 535-7117
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Aruba

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NU Car Rentals address

9750 Airport Blvd, Los Angeles, California, 90045-5404, United States

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