NU Car Rentals

Date: 05.26.23

Time: 10:04 P.M.

Agreement#: DEN-123635

After having been delayed getting into Denver all day, I arrived well past my pick - up time, tired, stressed, and hungry with a 12 year old in tow suffering from all the same things. I was asked whether or not I wanted insurance to which I had about a 5 minute conversation with the agent as to why I did NOT want it. I was still charged for it and since, as mentioned I failed to notice it on my contract and I signed said contract, I am just out of luck. Called customer service and was told you signed it and that is what "they" go by. As a result, the rental of the car cost more than the hotel stay and almost as much as the two airline tickets. They also tell you don't buy gas anywhere else as they have it the absolute cheapest, so you are charged for that. They DID NOT have the cheapest gas, I saw it multiple places for cheaper, one place 30+ cents cheaper. I will not use this company EVER again - I don't care if they are the cheapest, and I will be sure to NEVER recommend this company to anyone I know is in need of car rental.

Such an unethical company. Hopefully, with enough bad publicity this company will just go away.

We rented off of Expedia which advertised their good rates. But after arriving at the office via shuttle (since it was a considerable distance from the Denver airport) they inform us we are unable to drive out of state, which was the whole reason for renting a car. This was not advertised on their Expedia posting. Too late to change anything since we didn't have a car, and nowhere near any other rental companies. So we take it and make other arrangements for the days out of state later.

BUT, they tell us the car we reserved is no longer available and all they have left is a pickup truck! Not what we wanted. Not what we needed. Not enough room inside the cab for passengers and luggage. The luggage in the bed got soaking wet when it started raining.

Also, they don't inform you they AUTOMATICALLY charge you for their insurance policy. They add it to the contract by default. Only when going through and signing I noticed it and said we'd use our own insurance did he take it off.

I also noticed that they added a line to charge us for a full tank of gas. I told him no, we would fill up, and he said that is only a deposit and will get reimbursed if we return the car full. That was a LIE. Checking the credit card statement later, not only did they charge us for a full tank of gas, they charged us TWICE!

They also charge for your spouse to drive! This one I didn't catch on the contract because every other company I've rented with spouses are always included for free. My spouse didn't even drive the vehicle, but the agent just asked if there was anyone else that would drive. I casually mention my wife might. And there's another $170 charge!

There are also half a dozen other various "service" fees that showed up. No description of what they are, or prior notice.

We're currently in dispute with the company over the charges. But we paid through Expedia, and they won't refund if Nu refuses. And so far they are not cooperative at all.

On March 30, 2023 I paid $97.53 for my rental online. When I picked the car up that day I was told they needed my credit card for a $300 incidental charge that would be refunded when I returned the car. They asked me to initial for and additional $165 in "potential" charges that would fall under the incidentals. I told them I already paid online and was not interested in paying for additional insurance etc and explained that I had rental coverage on my auto policy. They assured me I was not however asked me to initial by all of the charges saying what the charges would be if they had to access the $300 incidental charge. I was charged the additional $165 for toll passes, glass, tire, and collision coverage. When I dropped the car off I questioned them about the charges on the receipt but they said because they had closed out the agreement, they were unable to make adjustments on the bill but would have a manager phone me first thing in the morning; which they did not. When I phoned them, the call goes to a center in Las Vegas and they refuse to give a refund for anything other than the toll fees or a phone number for the site you rent the car from. They make it impossible for you to communicate with them.

When I arrived at the counter for a reservation that I made with Expedia the front desk lady advised me that if I get in an accident and the car doesn't have 4 wheel drive I will be fined. She said that's Colorado law . It was snowing so I opted to get 4 wheel drive. Then she told me I would be charged $32 dollars a day plus another fee if I did t get the $10 a day toll. I was only originally supposed to be paying $270 and ended up paying $491.79 . So yea I see why now this place has 1 star! I've been trying to reach someone for days now and every time I try the call some how ends after I'm on hold for 20 minutes