NU Car Rental Review: Is It Legit? (1.6★ Trustpilot, F BBB Rating)
NU Car Rental is a real, operating company — but with a 1.6/5 rating on Trustpilot and an F from the Better Business Bureau, it ranks among the lowest-rated rental companies in the US. Renters consistently report hidden fees added at pickup, aggressive insurance upsells, and disputed damage charges. Here’s a complete breakdown of what NU Car Rental is, how it works, and what to watch out for before you book.
NU Car Rental is a licensed, legitimate company — not a scam. But it holds a 1.6/5 on Trustpilot and an F from the BBB, with an active Pattern of Complaints alert for hidden fees, unauthorized charges, and bait-and-switch tactics at pickup. It can work for prepared renters, but proceed with caution.
What Is NU Car Rental?
NU Car Rental (also spelled Nü Car Rentals) is a budget car rental company founded in 2009 and headquartered in San Antonio, Texas. It operates 13 US locations at major airports including Los Angeles, Denver, Miami, Salt Lake City, Charlotte, and Fort Lauderdale. The company is operated by Reservation Affiliates, LLC, and frequently appears on booking platforms like Expedia, Kayak, and Priceline with some of the lowest advertised daily rates in any search. It is not affiliated with major brands like Hertz, Enterprise, or Avis.
The Appeal of NU Car Rental
The main draw is price. NU Car Rental routinely undercuts major brands by 30–50% on third-party booking platforms. For budget travelers who do their homework — arriving with insurance documentation and a camera — this can translate to real savings. NU offers economy cars, sedans, SUVs, and minivans, and its locations are at or near major airport terminals, which is convenient for travelers flying in.
The Red Flags to Watch For
The Better Business Bureau has issued a Pattern of Complaints alert against NU Car Rentals — one of the more serious flags the BBB can assign. The BBB’s alert specifically notes these recurring issues:
- Unauthorized add-ons: Customers charged for insurance, fuel packages, or upgrades they say they did not agree to
- Bait-and-switch pricing: Advertised online rates not honored at pickup without buying extras
- Disputed damage charges: Customers billed for pre-existing damage — even when providing photographic evidence
- Poor refund access: Calls routed to centralized offices with limited resolution ability
One BBB reviewer was charged $1,616 at pickup after booking at $659 through Hotels.com. Another reported: “This company adds insurance without you knowing it and has you sign papers so fast you don’t know what you’re doing.”
Checking NU Car Rental’s Legitimacy
NU Car Rental is a legally operating, licensed business — not a shell company or scam. It has been running since 2009 with consistent physical locations at major airports. However, its review record is among the weakest in the rental industry:
| Platform | Rating | Notes |
|---|---|---|
| Trustpilot | 1.6 / 5 (“Bad”) | 315+ reviews |
| BBB | F (not accredited) | 46 unanswered complaints; Pattern of Complaints alert |
| Yelp (LAX) | ~1–2 stars | 1,700+ reviews |
By comparison, Routes Car Rental scores 3.3 on Trustpilot and ACE Rent A Car scores 2.9 — both significantly higher than NU despite operating in the same budget segment.
Customer Reviews: The Good and the Bad
NU Car Rental’s 1.6/5 Trustpilot rating places it in the “Bad” category — only a handful of rental companies score lower. Across 315+ reviews, the most common complaints are aggressive insurance upselling at the counter, prices significantly higher at pickup than quoted online, long wait times, and disputed post-return charges.
On the positive side, customers at the Orlando and Denver locations report friendlier staff and smoother pickups. The pattern among positive reviews is consistent: the renter arrived prepared, had their own insurance documentation, and photographed the vehicle before driving away.
How to Book with NU Car Rental Safely
If the low rate is worth it to you, follow these steps to protect yourself:
- Screenshot your booking confirmation with the quoted price before arriving
- Verify your existing insurance coverage — most personal auto policies and many credit cards cover rentals. Bring documentation to the counter
- Decline all add-ons in writing — read every line before signing
- Photograph every angle of the car before driving away, including existing dents and interior
- Return on time — late return fees are applied strictly ($25+/hour at some locations)
- Keep your final receipt and compare it immediately to your quoted price
Comparing NU Car Rental to Other Companies
| Company | Trustpilot | Best for |
|---|---|---|
| NU Car Rental | 1.6 / 5 | Absolute lowest rate — for prepared renters only |
| ACE Rent A Car | 2.9 / 5 | Budget with fewer hidden fee complaints |
| Routes Car Rental | 3.3 / 5 | Budget with more transparent pricing |
| Enterprise | 3.5 / 5 | Reliable, wide US coverage |
Dealing with Hidden Fees
NU’s hidden fees follow a predictable pattern. The most commonly reported charges that inflate the final price:
- Collision Damage Waiver (CDW): Aggressively pushed at the counter even when the customer has personal coverage
- Airport concession fees: Disclosed in fine print but often missed by online bookers
- Prepaid fuel packages: Presented as required at some locations
- Security deposit hold: Several hundred dollars held on your card at pickup, varies by location
- Late return fees: Applied strictly — often $25/hour past the agreed return time
- Forced vehicle upgrades: Some customers report being told their booked car isn’t available and charged for an upgrade
The best defense: ask for a full itemized cost breakdown before signing. If the total is significantly higher than your booking confirmation, challenge it line by line.
What to Do If You Have Issues
If you encounter an unauthorized charge or billing dispute with NU Car Rental, escalate in this order:
- Call NU customer service: (877) 535-7117 (US/Canada) or (210) 201-0280 (international). Email: [email protected]. Response is slow — always follow up in writing.
- Contact your booking platform: Expedia, Kayak, or Priceline can intervene in disputes and often resolve them faster than NU directly.
- Initiate a credit card chargeback: If NU charged more than the agreed rate, a chargeback is a strong option — your booking confirmation is your evidence.
- File a BBB complaint: At bbb.org — creates a formal record. Note: NU left 46 complaints unanswered as of 2025.
- Contact your state attorney general: Consumer protection offices in TX, FL, CA, CO, and UT handle deceptive pricing complaints.
Tips for a Smooth NU Car Rental Experience
Customers who report good experiences tend to share the same habits: they print their booking confirmation before arriving, carry their personal insurance card or credit card rental coverage letter, and spend five minutes walking the vehicle before accepting it — photographing every panel. Going in prepared removes most of the friction points that generate bad reviews.
When to Choose NU Car Rental
NU makes sense for price-sensitive travelers who understand the risks and are willing to do the prep work. It’s a harder recommendation for first-time renters, one-way trips, or any situation where a billing dispute would be especially stressful. If you need a car for a short trip and have your own insurance sorted, the savings over major brands can be real.
Alternatives to NU Car Rental
If NU’s track record puts you off, these budget alternatives are worth checking on the same booking platforms: ACE Rent A Car, Fox Rent A Car, Advantage Rent A Car, and Routes Car Rental. All sit in the budget tier but with fewer BBB complaints than NU. For trips where reliability matters most, Enterprise and National remain the benchmark. If you’re using a rental shuttle service at the airport, confirm the pickup procedure in advance — off-site budget rentals require a shuttle that adds time.
Conclusion
NU Car Rental is a real, licensed company — not a scam. But its 1.6/5 Trustpilot score, F BBB rating, and Pattern of Complaints alert tell a consistent story: many renters face fees at pickup that weren’t clearly disclosed at booking. Go in informed — with insurance documentation, a camera, and your booking confirmation — and you can use NU successfully. If you’d rather not deal with the extra preparation, a slightly more expensive option from a better-rated company is probably worth the peace of mind.
FAQs
Is NU Car Rental a legitimate company?
Yes — NU Car Rental is a real, licensed rental company operating since 2009 with 13 US locations. However, it holds a 1.6/5 Trustpilot rating and an F BBB rating due to consistent patterns of hidden fees, unauthorized charges, and unresolved complaints.
What are NU Car Rental’s hidden fees?
The most commonly reported NU Car Rental hidden fees include collision damage waiver upsells, prepaid fuel charges, airport concession fees, security deposit holds, late return fees, and involuntary vehicle upgrade charges. Always request a full itemized breakdown before signing.
What is NU Car Rental’s customer service number?
NU Car Rental’s main customer service number is (877) 535-7117 for US and Canada. International callers use (210) 201-0280. You can also email [email protected].
Is nu car rental reputable?
NU Car Rental is not considered reputable compared to mainstream rental companies. Its F BBB rating, active Pattern of Complaints alert, and 1.6/5 Trustpilot score reflect consistent issues with pricing transparency and customer service. It can work for informed, prepared renters but does not have a strong overall reputation.
Can I dispute a charge from NU Car Rental?
Yes. Call (877) 535-7117 first. If unresolved, dispute through your booking platform (Expedia, Kayak) or initiate a credit card chargeback using your original booking confirmation as proof. You can also file a formal BBB complaint at bbb.org.
