Do not use this car rental company. There is absolutely no refund on any cancelation. You can accidentally make a reservation for the wrong day or time, two months in advance, and yoy will not be refu... See more
Company replied
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See what reviewers are saying
A $100 reservation turned into an $800 bill with an unreal amount of non disclosed nonsense. Never again
I read all the bad reviews, but took the chance anyway. I'm VERY happy I did! They were fast, friendly and I got exactly what wanted at less than half the cost of the other rental agencies. The shuttl... See more
NU car rentals is a total scam. You can verbally decline all the extras as in the additional insurance coverage and road side assistance but when it comes time to initial and signature on screen. If y... See more
Company replied
Company details
Information provided by various external sources
NÜ Car Rental offers discount rental cars in over 29 countries including Europe, Central and South America, The Caribbean, Australia and New Zealand. NÜ Car Hire has the great rates, exclusive discounts and cheap deals
Contact info
2327 E Van Buren St, 85006, Phoenix, AZ, United States
- 702-462-2664
1.3
Bad
236 reviews
Replied to 89% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Never Again
A $100 reservation turned into an $800 bill with an unreal amount of non disclosed nonsense. Never again
9 May 2026
Unprompted review
N U stands for NEVER "UGH"GAIN
N U stands for NEVER "UGH"GAIN. Terrible experience. Would never recommend this company to anyone.
30 May 2025
Unprompted review
Great experience!
I read all the bad reviews, but took the chance anyway. I'm VERY happy I did! They were fast, friendly and I got exactly what wanted at less than half the cost of the other rental agencies. The shuttle from the airport to the rental desk was quick. I didn't spend more than 5 minutes waiting. I will definately be using them again.
28 May 2026
Unprompted review
I rented a car for 3 days in advance on…
I rented a car for 3 days in advance on Orbitz for a trip to Phoenix, Arizona for a wedding. I foolishly accepted the "manager special" mystery car and found out that the vehicle reserved for me was a ten person tourist van-bus...... the type of vehicle for a small church choir. I complained and asked for anything else like a sedan truck or suv and I asked to speak to the manager and was told that he was out to lunch. I had no choice but to accept the BMW "upgrade" and get on my way to the wedding in Sedona. I called customer service as I left the lot and complained and was told they would do something to help me when I returned the car. Another lie. The "upgrade" was another $94. Upon returning the car, I called customer service.Does find some kind of remedy to the situation. The agents talked down to you and then gaslight, you and make it sound as if you are being rude for complaining in the first place and talk over you. I stayed calm and tried to explain that
They were doing nothing to help or assist me with the situation. Like the rest of you, I have found countless negative reviews on countless. Websites and seen that a lawsuit has been filed with the arizona attorney general for bait and switch tactics against the company.
They are just absolutely the worst and the unprofessional behavior is disgusting. I will be disputing with my credit card company and obviously will make the intelligent choice of never renting with this company again ever.
Look at all the other reviews on countless websites and do the smart thing and don't rent with this company. It's going to be way more of a headache than any of you deserve.
4 May 2026
Unprompted review
won’t make that mistake again
Well,
much like other's complaints ,, they definitely try to whistle past the graveyard as you initial for extra fees, but i’m not sure it’s a whole lot worse than other rental experiences i’ve had.
pretty simple. if you wanna wait for a train, then wait for a shuttle, then 10 minutes to the ghetto of Phoenix, and wait in line for 20 -40 minutes to save MAYBE $100, then this is a good place to go
22 April 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear Jamie,
Thank you for taking the time to share your feedback regarding your rental experience.
We appreciate your candid comments and are glad to hear that, overall, your experience was comparable to other rental experiences you have had.
We understand that our off-airport location may require additional travel time, including airport transportation and shuttle service, and we recognize that convenience is an important factor when choosing a rental provider. We also regret any inconvenience caused by wait times during the pickup process.
At NU Car Rentals, we strive to offer competitive rates and value while providing reliable transportation options for our customers. Feedback regarding transportation logistics, wait times, and the rental process helps us identify opportunities to improve the overall customer experience.
In order for us to share your review with our Phoenix Supplier, please provide us with the following:
1. Confirmation # ending in NU or Rental Agreement #
2. Rental dates/time
3. Primary driver's name
Thank you again for sharing your perspective. We appreciate your business and hope to have the opportunity to serve you again in the future.
Kind regards,
Haidee
Awful
Awful. Slow and not very upfront with additional fees. Worse than buying a new car. And so far on the other side of town from the airport. Avoid at all costs.
20 April 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear Eric,
Thank you for taking the time to share your feedback.
We sincerely apologize for the frustration and disappointment you experienced during your recent rental. We understand your concerns regarding the wait times, the additional fees applied during the rental process, and the inconvenience caused by the location being farther from the airport than expected.
We regret that the pricing and fees were not communicated in a manner that felt clear and transparent. Customers should always feel fully informed about rental costs, optional products, and policies before completing their agreement.
We also understand how the location and transportation process may have negatively impacted your overall experience, and we apologize that the service did not meet your expectations.
Please know that your feedback regarding:
* Wait times and overall service experience
* Pricing transparency and additional fees
* Shuttle and location accessibility
will be shared with the appropriate management team for review.
We would appreciate the opportunity to review your rental further. Kindly provide the following details:
1. Confirmation # ending in NU or Rental Agreement #
2. Rental dates/time
3. Primary driver’s name
Once we receive this information, we will investigate your concerns with the location involved.
Thank you again for bringing this matter to our attention. We truly regret that your experience did not meet expectations.
Kind regards,
Haidee
SCAM ALERT!
SCAM ALERT!! STAY AWAY!! NU Car Rentals has many surprise fees. Expedia told us the rental would cost $574 - it was roughly $1000! Expect hidden fees, and don't expect to understand them.
14 April 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear Matt,
Thank you for taking the time to share your feedback.
We sincerely apologize for the frustration and disappointment you experienced regarding the final cost of your rental. We understand how upsetting it must have been for the charges to significantly exceed the amount initially expected through your booking.
We regret that the fees and additional charges applied during the rental process were not communicated in a way that felt clear and transparent. Customers should always feel fully informed about rental costs, optional products, taxes, and policies before completing their agreement.
Please know that your concerns regarding pricing transparency and unexpected charges are being taken seriously and will be shared with the appropriate team for review. We understand how experiences like this can negatively impact trust and overall satisfaction.
We would appreciate the opportunity to review your rental further. Kindly provide the following details:
1. Confirmation # ending in NU or Rental Agreement #
2. Pickup dates/time
3. Primary driver’s name
Once we receive this information, we will investigate your concerns and determine the appropriate next steps.
Thank you again for bringing this matter to our attention. We truly regret that your experience did not meet expectations.
Kind regards,
Haidee
Do NOT use this car rental company
Do not use this car rental company. There is absolutely no refund on any cancelation. You can accidentally make a reservation for the wrong day or time, two months in advance, and yoy will not be refunded your money. If you carefully read their policy, all reservations are non-refundable, no matter what the issue. They would not even let me use the funds to reserve another car two weeks later. I canceled months before my original reservation date. They should be reported to the BBB and Expedia should no longer offer their cars.
18 April 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear Deborah,
Thank you for taking the time to share your feedback.
We sincerely apologize for the frustration and disappointment you experienced regarding your reservation cancellation. We understand how upsetting it must have been to realize that your reservation was non-refundable, particularly when the cancellation was made well in advance of the pickup date.
We recognize your concern that greater flexibility or the ability to apply the funds toward a future reservation would have been appreciated. While cancellation policies and prepaid reservation terms are outlined at the time of booking, we understand that this situation has left you feeling dissatisfied and unsupported.
Please know that your feedback regarding refund policies and customer flexibility is important to us and will be shared with the appropriate team for review. We also regret the negative impression this experience has left regarding our services and booking partners.
If you would like us to review your reservation further, kindly provide the following details:
1. Confirmation # ending in NU or booking reference
2. Original pickup date/time
3. Primary driver’s name
Once we receive this information, we will review your case and determine whether any additional options may be available.
Thank you again for bringing this matter to our attention. We truly regret that your experience did not meet expectations.
Kind regards,
Haidee
Buyer Beware - Illegal Practices Going On at NU CAR
I prepaid for a 3 day rental through Hotwire. But when I picked up the car, the rental agent did not provide a written agreement at time of pickup and signed me up for additional options I did not want, with no explanation of costs (other than pre-pay gas). He superimposed my initials onto a “contract” which I received by email AFTER I returned the car. They also said I returned it late, at 10:47am, even though the agent told me that I had till 11am. In fact, there was no discussion of pricing except for the pre-pay gas option. Nothing was provided in writing at time of pickup (which is against Arizona law). They said they have video footage but refused to let me see it, or even a transcript of what was said. The entire process was deceptive and not transparent at all. After I explained all this to their customer service, going back and forth, they still refused to budge. So I filed a complaint with both the Arizona Dept of Insurance and the FTC.
15 April 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear Jim,
Thank you for taking the time to share your concerns regarding your recent rental experience.
We sincerely apologize for the frustration and disappointment you experienced. We understand how concerning it must have been to discover additional charges and optional products that you believe were not properly explained or authorized at the time of pickup.
We are particularly concerned by your comments regarding the rental agreement process, including your statement that documentation was not provided at the counter and that you only received the contract electronically after the rental was completed. Transparency and proper disclosure are essential parts of the rental process, and we take allegations regarding unauthorized add-ons and documentation handling very seriously.
We also understand your concerns regarding the return time charge and the discrepancy between the verbal information provided and the charges ultimately applied. Additionally, we regret that you felt your concerns were not adequately addressed during your communication with customer service.
Please rest assured that your feedback, including your concerns regarding:
* Optional products and authorization
* Rental agreement disclosure procedures
* Return time charges
* Customer service handling and transparency
will be escalated to the appropriate management team for further review.
We would appreciate the opportunity to investigate this matter thoroughly. Kindly provide the following details if not already submitted:
1. **Confirmation # ending in NU or Rental Agreement #**
2. **Pickup and return dates**
3. **Primary driver’s name**
Once received, we will coordinate with the location to review the rental documentation, account notes, and related records associated with your case.
Thank you again for bringing this to our attention. We truly regret that your experience did not meet expectations.
Kind regards,
Haidee
I realize I am absolutely waisting my time🤮
I realize I am absolutely waisting my time writing this review as there are multiple, similar complaints from other disgruntled customers, and each has received the same horrible canned company response. This is a clear bait and switch scam they do to so many other customers when the opportunity presents itself. I reserved a Camry or equivalent through Priceline. My insurance was $16 per day and the car was $29.09 per day. With taxes, my total paid was $378.48 for 5 days. BUT, when I was done, I ended up paying just over $1,000!! When I got to PU Car after having to take a shuttle to get there, the PU employee at the counter confidently and comfortably said he could put me in a larger vehicle for the same price, which I agreed to. And here’s where the bait and switch occurred. Yes, I know I’m going to get the same canned response PU provides everyone so please don’t insult my intelligence telling me I need to “read the fine print.” You’re right and shame on me for trusting PU Car would do what other trusting, reputable companies do, and talk through the significant changes I was about to sign for. What PU clearly did was a form of bait and switch and I do believe PU took full advantage of me knowing after taking my long flight that there’s almost NO chance I or anyone for that matter would read everything as they are tired and just want to get the heck out of there!!! Shame on you for continuing your bait and switch tactic. Yes, I signed and initialed your document, 100% on me!! Agreed!! I ended up paying $628.27 more than what I initially thought! Your company fully understands human nature and knows people think your employee offered such a great deal only to totally stick it to them via the insurance. Yes, I will file a complaint with the FTC for the bait and switch tactic and yes, I will dispute the charges with my credit card company…..but PU will stand behind, “He signed the contract which outlines the charge.” We didn’t do anything wrong.” Yes you did! You absolutely and fully understood what the VAST majority of customers would do and that’s to blindly sign. My fault for doing so…lesson learned and 100% on me for trusting PU Car, and signing. Let me ask though, how does it feel having such a ridiculously low rating? I now know PU has a HORRENDOUS reputation!!! Is the company proud to have so many unhappy customers rather than work on improving the customer experience??? Again, a waste of my time for posting this but yes, all I can do is what I said above and share with others about my absolutely horrendous personal experience using PU. I’ve requested a call from a manager but expect absolutely nothing but wasting my time outlining my horrible experience only to be told, “I reviewed your signed contract and you agreed to these terms.” All I can hope for is PU reviews their practice and do what they can to improve the customer experience moving forward. Let me ask, and please do provide a response to this, what actions has your company taken in the past to avoid this unfortunate situation from happening to other customers? Please share here, what those steps and actions you have taken. And please don’t just simply say, “We review these matters with our employees as they occur.” I’ll ask these questions when the manager calls but do not expect anything but further aggravation😔
6 April 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear Roger,
Thank you for taking the time to share your detailed feedback.
We sincerely apologize for the frustration and disappointment you experienced. We understand how upsetting it must have been to encounter a significant difference between the expected cost and the final amount charged, especially after a long day of travel.
We take your concerns regarding transparency, communication, and the rental process very seriously. While all charges are outlined in the signed rental agreement, we recognize that the way options—such as vehicle upgrades and additional coverage—are presented at the counter should always be clear, transparent, and fully understood before any agreement is finalized. We regret that this was not your experience.
You also raised an important question regarding what actions are taken to prevent situations like this. Please know that customer feedback such as yours is regularly reviewed with our affiliate locations. This includes reinforcing clear communication of optional products, ensuring customers are properly informed of cost implications before acceptance, and addressing any service behaviors that may lead to misunderstandings. We also monitor recurring concerns to identify areas where additional training or process improvements are required.
That said, we would like the opportunity to review your specific rental in detail, including the charges applied and how they were presented at the time of pickup. Kindly provide the following information:
1. **Confirmation # ending in NU or Rental Agreement #**
2. **Pickup and return dates**
3. **Primary driver’s name**
Once received, we will coordinate with the location to conduct a thorough review and determine if any further action is appropriate.
We understand your concerns and truly regret that your experience did not meet expectations. Thank you again for bringing this matter to our attention.
Kind regards,
Haidee
Worst Rental Experience to Date
picked up my car and was forced into rental insurance which I’d already purchased before I rented the car. Associate insisted I needed to purchase. Upgraded me for the inconvenience. It’s a brand new trailblazer- paper plate. I got pulled over 3 times in my first 30 hours of being in Phoenix by 3 different police officers. Couldn’t read my plate. Took the car back up to Nu to switch it out. They gave me a horribly busted Chevy Malibu. Dented. Bald tires. Needs an oil change. Key is never detected unless you restart the car. Just didn’t feel safe in a car that’s really not maintained. Especially after the inconvenience.
I dropped my first rental off so suddenly- I left my water bottle in the car. I see the Trailblazer in the lot as I’m dropping off my car. Upon returning the Malibu on my scheduled return- I went and met with the same associate to see if they had a lost and found. He briefly checked and when I mentioned the car was still in the lot- he brushed me off and said it’s probably already been rented out and sent me on my way. Didn’t have the courtesy to check if it was in the lot.
Customer service just left so much to be desired. I felt unheard and not valued in every situation I had with Nu.
I cannot believe I spent my money with this company. Spend it on literally any other car rental company.
Upon sending this to Nu customer service. I received a $100 refund for the inconvenience. They said no further compensation will be provided. They have told me on each occasion that I can speak with a manager and each time I’ve been handled by a regular associate. This information has all been provided for transparency purposes.
31 March 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear Stephanie,
Thank you for taking the time to share your detailed feedback.
We sincerely apologize for the multiple issues you encountered during your rental experience. This is certainly not the level of service, safety, or professionalism we aim to provide, and we understand how frustrating and concerning this situation must have been.
We are particularly troubled by your report of being required to purchase additional insurance despite already having coverage, as well as the condition and suitability of the vehicles provided. Being given a vehicle with maintenance concerns such as worn tires, mechanical issues, and overall poor condition is unacceptable and does not meet our standards—especially when safety may be impacted.
Additionally, we regret the inconvenience you experienced with the initial vehicle, including the issues related to the temporary plate, as well as the handling of your request when you returned to the location. Your feedback regarding the lack of assistance with your lost item and the level of customer service you received is also very concerning.
We understand that you were provided a partial refund; however, we recognize that this may not fully reflect the overall experience you described. Please rest assured that your feedback will be escalated to the appropriate team for a comprehensive review of the vehicle condition, rental procedures, and customer service practices at this location.
To assist us in reviewing your case further, we kindly ask that you provide the following details:
1. **Confirmation # ending in NU or Rental Agreement #**
2. **Pickup and return dates**
3. **Primary driver’s name**
Once we receive this information, we will coordinate with the location to conduct a thorough investigation and determine if any further action is appropriate.
Thank you again for bringing this to our attention. We truly regret that your experience did not meet expectations.
Kind regards,
Haidee
Bad ratings, now I get it
Well, now I get the low rating. They say you get what you pay for, right?
Arrived at airport during a non peek time, and I was the only person not to fit on the shuttle that was waiting. Was told 7 min for next one. That actually meant 15 min.
Finally got to the NUCAR location and arrived to a long line. To my dismay, the line is all the people from the shuttle I didn’t get on! That goes to show you how inconvenient this place is. Thank goodness I’m not in a hurry to get anywhere.
I have no idea why things are taking so long to check people in and why the lobby is full of people sitting!?
Now I’m concerned about the car I might get….. I am predicting I’m going to be standing in this line at least another 30 min!!!
Coming back to tell more.
Finally got to the desk and we immediately discussed the car I reserved. Interesting, as he kept talking he started referencing a different brand and type of car. I corrected him and then he told me “we don’t have the car, so we are giving you an SUV” I had reserved a sedan! He didn’t even give me the courtesy to explain to me. They didn’t have my car. He just automatically started talking about a different car with absolutely no explanation.
I was irritated. I totally understand that at times rental cars run out of the cars you rent but they always give you a like for like a car. I reserved a sedan. I do not want an SUV. He was rude about it and even offered to shuttle me back to the airport so I could go to a different rental company.
I was then pressured to get insurance. I refused multiple times and the person told me of scenarios of how MY insurance isn’t enough… including I would be charged $114 a day while the car is getting repaired even if my insurance covered damage!
He then told me that they found a car on the lot that I reserved. The next thing they do is give you the key fob and tell you to walk into a parking lot filled with cars and keep clicking the alarm button until you hear the car. Are you serious?
I finally found the car and it is the worst conditioned rental car I’ve ever rented. Dinged up everywhere, I took a video to make sure they wouldn’t claim I did any of the damages.
Bear in mind, my rental was to be a luxury sedan!
Never would I ever recommend this company!
28 March 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear Valued Customer,
Thank you for taking the time to share your detailed feedback.
We sincerely apologize for the series of issues you encountered during your rental experience. We understand how frustrating it must have been to deal with shuttle delays, long wait times, and a crowded lobby upon arrival. This is certainly not the smooth and efficient process we aim to provide.
We are particularly concerned about the handling of your vehicle assignment. Not being clearly informed about the availability of your reserved vehicle, as well as the manner in which alternatives were presented, does not reflect the level of communication and professionalism we expect. We also regret the pressure you felt regarding insurance coverage and the way this information was conveyed.
Additionally, we apologize for the condition of the vehicle you ultimately received and the inconvenience of having to locate it yourself in the lot. Your experience in this regard falls short of our service standards, especially considering the type of vehicle reserved.
Please rest assured that your feedback has been taken seriously and will be escalated to the appropriate team for a thorough review of the shuttle operations, staffing, customer service practices, and vehicle quality at this location.
If you would like us to further investigate your specific rental, we kindly ask that you provide the following details:
1. **Confirmation # ending in NU or Rental Agreement #**
2. **Pickup and return dates**
3. **Primary driver’s name**
Thank you again for bringing this to our attention. We truly regret that your experience did not meet expectations.
Kind regards,
Haidee
Absolutely horrible first they are not…
Absolutely horrible first they are not at phoenix rental car center you have to wait and take a very small shuttle to a far off site lot in a bad area of town. Second they have a lot of hidden fees!!! They tell you one thing then after you return vehicle you see extra special fees. They will not refund you. Read the small print really well and don’t sign anything Very disappointed that Priceline is a partner with them. You think you are saving alittle by using them for car rental but you will pay more in the long run. Never use them!!!
21 March 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear R Faulknor,
Thank you for sharing your feedback regarding your recent rental experience.
We sincerely apologize for the frustration and disappointment you encountered. We understand that the offsite location and shuttle process may have been inconvenient, particularly if this was not clearly expected in advance.
We are also very concerned to hear about your experience regarding additional charges. Transparency is extremely important to us, and all fees should be clearly explained at the time of rental. We regret any confusion or impression of hidden costs, as this is not the standard of service we aim to provide.
Please rest assured that your feedback has been taken seriously and will be shared with the appropriate team for review, including the concerns raised about post-rental charges and communication at the counter.
If you would like us to further investigate your specific case, we kindly ask that you provide the following details:
1. Confirmation # ending in NU or Rental Agreement #
2. Pickup and return dates
3. Primary driver’s name
Once we receive this information, we will coordinate with the location to review the charges applied and address your concerns accordingly.
Thank you again for bringing this to our attention. We truly regret that your experience did not meet expectations.
Kind regards,
Haidee
🇮🇱Racist car rental company
🇮🇱Racist car rental company. Asked if I was Jewish, then references Hitler? Over charges and makes customers pay for routine maintenance after the fact, stating that the car NOW needs and oil change and that the customer has to pay for it as it is now “UNRENTABLE” until it’s done. SCAM SCAM SCAM
USN ret CPO
Confirmation# 6650847326
John Soto
pick-up 3/19/2026 730PM
drop-off 3/23/2026 12PM
18 March 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear John,
Thank you for providing your booking details. We’re sorry to hear that you are unable to proceed with the rental.
We understand that your reservation was made through Priceline. For assistance with your refund request, we kindly recommend contacting their Customer Service team directly.
Phone: (800) 774-2354 or 1-800-259-2091
Website: [https://help.priceline.com/](https://help.priceline.com/)
Thank you for your understanding.
Best regards,
Haidee
====================
Dear John,
Thank you for bringing this matter to our attention.
We are deeply concerned to hear about your experience and sincerely apologize for the distress and offense caused. The behavior you described, including the inappropriate and discriminatory remarks, is completely unacceptable and does not reflect the standards of professionalism and respect we expect from our partners.
Additionally, we understand your concern regarding the charges related to vehicle maintenance. Customers should not be held responsible for routine maintenance such as oil changes, and we take such allegations very seriously.
Please rest assured that your complaint will be escalated for immediate review with the affiliate location involved. We are committed to conducting a thorough investigation into both the conduct of the staff and the charges applied to your rental.
To assist us in reviewing your case as quickly as possible, we kindly ask that you provide the following details:
1. **Confirmation # ending in NU or Rental Agreement #**
2. **Pickup date and time**
3. **Primary driver’s name**
We appreciate you bringing this to our attention and assure you that appropriate action will be taken based on the findings of our investigation.
Kind regards,
Haidee
First of all when you rent from this…
First of all when you rent from this car company in Phoenix, you have to take a train then get off the train. Find a shuttle and the shuttle takes you offsite which was about a 15 minute drive it was ridiculous. Never again the reason why I will never use it again. Is the customer service of this company is horrific I encountered a rep who was trying to bully me into getting the insurance and paying for my husband to drive also she was unbelievably rude. Thank God I had a bad experience with an another car company. There is no windshield wiper fluid in the car I rented can you imagine driving all of the desert with no fluid to clean your windshield wipers are very little where it would’ve caused me not to be able to see so I made sure there is fluid in there and there was none.!!!! He practically put a whole bottle in the car so make sure if you rent the from this place you make sure everything works. My advice. Stay far far away.
3 March 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear Christy,
Thank you for taking the time to share your detailed feedback regarding your recent rental experience in Phoenix.
We sincerely apologize for the inconvenience and frustration you encountered. We understand how the offsite shuttle process may have felt inconvenient, especially after a long journey, and we regret that this added stress to your experience.
More importantly, we are very concerned to hear about your interaction with our location's representative. The behavior you described does not reflect the level of professionalism and respect we expect from our partners. We also apologize for any pressure you felt regarding additional products such as insurance or adding a driver. This is not the standard of service we aim to provide.
Additionally, we appreciate you bringing the vehicle condition to our attention. Driving without sufficient windshield washer fluid—especially in desert conditions—is indeed a safety concern, and this should have been properly checked prior to the vehicle being rented out.
In order to review your case with our Phoenix affiliate, could you kindly provide us with the following details:
1. Confirmation # ending in NU or Rental Agreement #
2. Pickup date and time
3. Primary driver’s name
Thank you again for your honest feedback. It helps us improve our service and prevent similar situations in the future.
Kind regards,
Haidee
I was charged a $100 smoking fee when I…
I was charged a $100 smoking fee when I returned the vehicle. I contacted customer service and told them nobody had smoked in the vehicle. They said that there was what looked like weed in the carpet and had pictures. They sent me a low quality image that looked like lawn debris from pine trees where I was staying. They accused me of using drugs in there vehicle which was totally untrue and refused to reverse the charge.
16 March 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear Albert,
Thank you for bringing this matter to our attention.
We sincerely apologize for the frustration and concern caused by the smoking fee charged to your rental, as well as for the experience you had while trying to resolve this issue. We understand how upsetting it must be to be associated with something you firmly state did not occur.
Please be assured that we take your dispute seriously. Based on your feedback regarding the quality of the image provided and your explanation that the debris may have originated from your surroundings, we will be opening your case for further review with our affiliate location in Phoenix under Ticket #370077. We will request a more detailed assessment of the evidence to ensure that the charge was applied appropriately.
Our goal is to ensure that all charges are fair and supported by clear and accurate documentation. We appreciate your patience while we coordinate this review, and we will provide you with an update as soon as we receive additional information.
Thank you for your understanding, and please do not hesitate to reach out if you have any further questions in the meantime.
Kind regards,
Haidee
A total SCAM! Cancelled our reservation then tried to X5 the price!
A total SCAM! After we booked a car through Priceline.com to collect from NU Rentals at LAX and took an uber all the way to the rental place, we found out that NU cancelled our reservation! NU then told us "that price wasn't available" even after we had a confirmed reservation and that we could rent the exact same car for X5 the price we paid. Completely illegal price manipulation and the customer behind us had the exact same thing happen to them, so apparently they do this all the time. We had to scramble to find another rental nearby and ended up paying way more money and had a massive time wasting experience at NU. We did contact priceline and the BBB to report this illegal practice and Priceline did give us a refund, but NU didn't even bother confirming with priceline that they cancelled our booking (despite the NU rental employee telling us they sent the cancellation to priceline). They straight up lied to us and gave us no options other than rebooking the same car for 5X the priceline rate. Read the other reviews - they do this all the time. TRUST ME - DO NOT BOOK WITH NU CAR RENTALS.
3 March 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear Blissful,
Thank you for taking the time to share your experience. We’re very sorry to hear about the situation you encountered and understand how frustrating it must have been, especially after arriving at the location expecting a confirmed reservation.
We sincerely regret the inconvenience caused by the cancellation of your booking and the lack of clear communication at the time of pickup. This is not the level of service we aim to provide. Please note that reservations made through third-party platforms such as Priceline are subject to availability and the rental location’s policies at the time of arrival. However, a confirmed reservation should always be properly reviewed and handled with transparency.
We are particularly concerned by your claim that the original rate was not honored and that a significantly higher rate was offered instead. This will require further internal review, as pricing and reservation handling should be clearly communicated and consistently applied.
We also apologize for any confusion regarding the cancellation process and the communication with Better Business Bureau and the booking provider. Your feedback highlights important areas where we need to improve coordination and customer support.
We would appreciate the opportunity to investigate this matter further. Please provide the following details so we can review your case in full:
1. Pickup date and time
2. Primary driver’s name
We sincerely regret the inconvenience and appreciate you bringing this to our attention.
Sincerely,
Haidee
Absolute scam
Absolute scam I declined all the insurance only to be charged an extra $100 for one day of “LDW insurance” and “roadside assistance” that I did not agree to. The price is absolutely deceptive… All in for a day and a half a rental (11am to 9pm the next day) I paid $350.
With regard to their “response” message below, I’ve already contacted them and Nu will not take any ownership of their deceptive practices. When the rep of the counter tells you that they need you to sign that you’re waiving/declining the xtra insurances do not believe them do not sign anything. Their words will not match up with what the document says in fine print… I’m almost 50 years old. I rent cars all the time, and I’ve never had this happen. They have several complaints against them at this specific location for doing the same thing to others and I filed a complaint with the Better Business Bureau.. I’ve provided Nu and Trustpilot the pick up date and time as well as my reservation number full name and phone number. Pickup was March 13th, 2026 11am, drop off was March 14th at 9pm both were at your Phoenix location.
To address their “new” response below, I’ve already provided them all this info, date, time confirmation number and pick up location. They have zero intention of doing anything about what is truly misrepresentation and fraud. If you check the Better Business Bureau, they have similar complaints to what I am stating from other customers.
11 March 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear Elizabeth,
Thank you for providing us with your rental details.
To address the extra coverage fee issue, we have escalated your case to our Phoenix Affiliate for a full investigation. This will include:
* A review of your rental agreement and all charges applied
* Verification of how fees and coverage options were presented by the agent
* Confirmation of what was disclosed and authorized prior to signing
* Assessment of whether any charges were applied incorrectly or without proper consent
Based on this review, the team will determine whether any adjustments or refunds are warranted.
We truly regret the frustration this experience has caused and appreciate you bringing it to our attention. Your feedback is important and will help us improve our processes to ensure clearer communication moving forward.
Sincerely,
Haidee
====================================
Dear Elizabeth,
Thank you for sharing your feedback. We’re sorry to hear about your experience and understand your concern regarding the additional charges.
Please note that optional services such as Loss Damage Waiver (LDW) and roadside assistance are only added to the rental agreement upon customer acknowledgment and authorization at the counter. These selections are reflected in the signed rental agreement, which serves as confirmation of the services accepted and the associated charges.
That said, we are concerned to hear that you believe these items were added without your consent. This is not the experience we aim to provide, and we take such concerns seriously.
We would appreciate the opportunity to review your rental in detail and verify how these charges were applied. Kindly provide the following information so we can investigate further:
1. Rental Agreement number or confirmation number (ending in NU)
2. Pickup date and time
3. Primary driver’s name
We look forward to assisting you and clarifying this matter.
Thank you for bringing this to our attention.
Sincerely,
Haidee
Beware! Stay away from this company
Run the other way!!! I reserved a car for a vacation in Phoenix for a total of $215 including all taxes and fees. Great deal I thought. When I returned the car, they charged me an additional $320, for a total of $535 for a 4 day rental. When I arrived to rent the car, there were 20 people in line, and I waited over half an hour to get to the front of the line. When I got to the front of the line, the customer service person apologized for the wait time, printed out a page for me, and told me all I needed to do was to initial and sign several lines to get the keys. He told me that all of the lines and totals highlighted were deposits on the car since it was a "New Car", and said that these deposits would be refunded when I returned the car on time. Which I did. Come to find out that the document that I signed had fine print in it (not highlighted) which stated that I had requested an upgrade (which I did not need), along with additional damage insurance (which I also don't need because my credit card company provides for me). Both of these additional charges were $40 per day each, for a total of $320 extra. I contacted their customer service department, explained the situation, but the customer service person I spoke with said that I had signed a contract, and they would hold me to the additional charges, and that I should have "read the fine print". So yeah, stay super far away from this company. Very deceptive, and predatory. There is a reason that this company has hundreds of reviews and they have less than 2 stars total on average. Believe the reviews. I will never rent from this company again.
4 March 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear Bryan,
Thank you for taking the time to share your experience. We’re truly sorry to hear about the frustration and confusion you encountered during your rental.
We understand your concerns regarding the additional charges applied after your rental. Please note that while the initial booking amount reflects the base rate and selected options, any additional services—such as vehicle upgrades or optional coverage—are outlined in the rental agreement and require acknowledgment through initials and signature at the counter.
That said, we are concerned to hear your claim that these items were presented as refundable deposits rather than optional charges. This is not the level of clarity or transparency we aim to provide, and we take this feedback seriously.
We also apologize for the wait time you experienced at pickup, as well as any dissatisfaction with how the rental process was handled by our staff.
We would like the opportunity to review your case in detail, including the agreement and charges applied, to ensure everything was properly communicated and processed. Please provide the following information so we can assist further:
1. Rental Agreement number or confirmation number (ending in NU)
2. Pickup date and time
3. Primary driver’s name
We appreciate your feedback and the opportunity to address your concerns.
Sincerely,
Haidee
Avoid at all cost
Not at the airport, bad part of town. Very pushy, extra added costs when picking up car. DO NOT USE them .
13 January 2026
Unprompted review
Reply from NU Car Rentals - Phoenix
Dear Diana,
Thank you for providing us with your rental detail.
We will forward now your concern to our Phoenix Affiliate under Ticket #367760 for further assistance.
Rest assured, we will provide a timely update once we receive their response.
Sincerely,
Haidee
=========================
Dear Diana,
Thank you for sharing your feedback. We’re sorry to hear that your experience did not meet your expectations.
Our rental locations may be situated off-airport, with shuttle service provided for customer convenience. This information, along with location details, is disclosed during the booking process to help customers plan accordingly.
Regarding your concerns about additional charges, please note that the initial booking typically covers the base rental rate. Any extra costs—such as optional coverage, location-specific fees, or other applicable charges—are outlined in the rental terms and are reviewed at the counter prior to finalizing the agreement.
We regret if you felt any pressure during the rental process, as this is not the level of service we aim to provide. Your feedback will be shared internally to help improve the customer experience.
If you would like us to review your rental in more detail, please feel free to provide your rental information.
1. Confirmation # ending in NU or Rental Agreement #
2. Pickup date/time
3. Primary driver's name
Thank you again for your feedback.
Sincerely,
Customer Support Team
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