Did not ever get my car as they closd their Phoenix office at 7:00 pm( which they do not say in their web page) and our flight arrive d at 7;45 pm and had to rebook at last minute with a competitor site in order to have a vehicle for the 17 days I was in the US. After 26 days of going back and forth in emails and texts, I finally received a confirmation on October 26th that I will be refunded my money I paid up front for my rental. Waiting to see when the money is returned to my credit card.
Beware! If booking a car with unlimited mileage, this isn’t actually true if you are using a TN drivers license and picking up the car in TN. There is a 100-mileage limit per day, meaning you can’t take the car to another state. This wasn’t explicit when booking, it’s only listed in the fine print. I’ve never heard of this policy… especially not when the car is advertised as unlimited mileage. The customer service was horrible and no one at Nu could fix the issue for me.
Yaz working there was amazing!
NU Car Rentals – Salt Lake City Airport | Formal Complaint & Demand for Refund Reservation: 6750285640NU | Agreement: SLC01-52068 Dates: September 26–27, 2026 | Paid: $136.93 Reserved: Compact SUV (Nissan Kicks class) Received: 2024 BMW 228i AWD sedan I am demanding a FULL REFUND of $136.93 for what I believe was a potentially deceptive bait-and-switch sales practice involving misrepresentation of vehicle availability, coercive upselling, and threatened cancellation of my prepaid reservation. I reserved and prepaid for a SUV because I am 6’8” and require an SUV to accommodate my height. Instead, I received a sedan after declining a paid upgrade. WHAT HAPPENED While waiting in line, I watched the female counter employee tell three customers ahead of me that their reserved SUVs were ready and available. Each was immediately offered a larger SUV for an additional fee. All three accepted and paid for the upgrades. When it was my turn, the employee told me my SUV was ready and offered the same upgrade. I declined and said I would keep the SUV I had already reserved and paid for. She walked to the back, as she had with each customer before me, returned, and suddenly announced that my SUV was unavailable. She offered me a sedan instead. I explained that I am 6’8” tall and would not fit in the sedan. She responded that this was precisely why I “have to” pay for the larger SUV upgrade. I told her I did not have to pay more. I had reserved and paid for an SUV and would gladly accept ANY SUV (compact or other) available. I was not asking for a particular make or model, only the vehicle category (SUV) to be honored which I had purchased. I pointed out that she had just told three customers their original SUVs were available, that all three had accepted paid upgrades, and that numerous SUVs were in the lot being offered as upgrades. She said the company was a small, family-owned operation and that I would take what they gave me or they had the right to refuse service and cancel my reservation. I warned the customers behind me in line that they might be given sedans if they declined the upgrade. The employee then threatened to cancel my reservation and told me to take a shuttle back to the airport and rent elsewhere. After I requested a manager, Shane intervened and allowed the rental to proceed. I ultimately received a sedan instead of the SUV I had reserved. WHY THIS IS SERIOUS The sequence raises legitimate concerns about potential bait-and-switch conduct: customers were told their original SUVs were available, offered paid upgrades, and I was told mine was unavailable only after I declined. Providing a sedan instead of the reserved SUV category, insisting I pay more to obtain an SUV, and threatening cancellation raises concerns about potentially deceptive or unfair trade practices. A disclaimer that makes and models are not guaranteed does not, by itself, resolve whether the reserved vehicle CATEGORY was fulfilled. I am requesting an investigation into whether this is an isolated incident or a broader practice across your locations, including whether employees are instructed or incentivized to withhold reserved vehicle categories to induce paid upgrades. FORMAL DEMANDS 1. Full refund of $136.93 to the original payment method. 2. Written confirmation that the $300 authorization hold has been released and no further charges will be assessed. 3. A written explanation of why my SUV was initially represented as available, why it became unavailable after I declined the upgrade, and why no other SUV was offered. 4. A formal review of the female employee’s conduct, the cancellation threat, and manager Shane’s handling of the substitution, including appropriate corrective action and employee coaching for the female employee. 5. Preservation of relevant reservation, inventory, vehicle assignment, upgrade transaction, incentive, internal communication, and available surveillance records from September 26, 2026. NOTICE OF ESCALATION If this matter is not resolved satisfactorily, I am prepared to file complaints with the Federal Trade Commission, Utah Division of Consumer Protection, and Better Business Bureau, and to seek legal advice regarding potential claims under applicable consumer protection laws. I reserve all rights and remedies available to me. Please provide a substantive written response within 10 business days, addressing each demand and explaining the basis for any refusal to issue a full refund. I am sharing this experience so other travelers can make an informed decision before booking with NU Car Rentals. I expect NU Car Rentals to take responsibility, issue the full refund, and provide a meaningful written explanation.
When we reached car rental place. Manager came out letting people to wait 1 to 2 hours. Then they are telling people they don’t have any cars.
Didn’t let us know there no morning shuttle to the airport.. nor let us know where to put the key or park the vehicle. There wasn’t even a conversation about drop off. Last minute had to find us a cab that could fit all six of us plus 5 luggage’s to get us to the airport so we wouldn’t miss our flights, If I had known I could have pre set this up. 4 am with a family of six trying to get a cab to the airport. Thankfully we got one and made it.
