NU Car Rentals Avaliações 

Resposta da NU Car Rentals

1 de abr. de 2026

Dear Dewain,

Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand your concerns regarding the additional charges.

Please note that while reservations made through third-party platforms such as Travelocity, Booking.com, or Priceline typically cover the base rental rate, additional requirements may apply at the rental counter. These can include coverage options such as a Partial Damage Waiver, depending on the renter’s ability to provide acceptable proof of insurance and the specific policies of the rental location.

We understand that this can be frustrating, especially if it was not clearly expected. All such requirements are outlined in the rental terms and conditions and are reviewed at the counter prior to finalizing the agreement.

That said, we appreciate your feedback and recognize the importance of making these policies more transparent during the booking process to avoid any confusion.

If you would like us to review your specific case in detail, please provide your confirmation number (ending in NU), along with the pickup date and primary driver’s name, and we will be happy to assist further.

Thank you again for your feedback.

Sincerely,
Haidee

Resposta da NU Car Rentals

1 de abr. de 2026

Dear Nan,

Thank you for sharing your feedback. We’re very sorry to hear about your experience and sincerely apologize for the level of service you encountered.

We understand how frustrating it must have been to feel that your reservation was not properly reviewed, especially regarding the listed driver. This is certainly not the standard of service we aim to provide. We also regret to hear about the interaction with our staff, as professionalism and courtesy are very important to us.

Your comments regarding both the handling of your reservation and the customer service experience at our Orlando International Airport location will be shared with the appropriate team for internal review and improvement.

If you would like us to look into your case further, please provide your reservation details (confirmation number, pickup date/time, and primary driver’s name), and we will be happy to assist you.

Thank you for bringing this to our attention.

Sincerely,
Haidee

Resposta da NU Car Rentals

31 de mar. de 2026

Dear Saivontre,

Thank you for sharing your feedback. We’re sorry to hear about your experience and understand your concerns regarding the deposit and refund policy.

Please note that security deposits—such as the $500 amount you mentioned—may be required by certain rental locations, particularly for local renters or based on specific booking conditions. These deposits are standard in the industry and are typically disclosed in the rental terms and conditions prior to booking, as well as at the counter before the vehicle is released.

Regarding the prepaid reservation, bookings made in advance—especially through third-party platforms—may be subject to non-refundable policies, depending on the terms selected at the time of purchase.

That said, please contact your booking Source, Priceline at (800) 774-2354 or 1-800-2592091. Rest assured that we don't charge you or their company for this reservation.

Thank you again for your feedback.

Sincerely,
Haidee

Resposta da NU Car Rentals

Atualizado em 31 de mar. de 2026

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

Resposta da NU Car Rentals

Atualizado em 16 de jun. de 2026

Dear Jean,

Based on our Fort Lauderdale Affiliate, your booking was not directly booked with NU Car, but rather at the rental location.

If you have a concern, please call them directly at 954.754.8588.

Sincerely,
Haidee

=========================

Dear Jean,

Thank you for sharing your experience. We’re sorry to hear about the frustration you encountered during your rental and understand your concerns regarding pricing and insurance charges.

Reservations made through third-party platforms such as EconomyBookings are typically fulfilled by local affiliates or partner locations, and in some cases, a change in ownership or branding at the rental location (as you mentioned with Ride/Ride Rent a Car transitioning to NU) may require the creation of a new rental agreement under the operating company at the time of pickup.

Regarding the increase in total cost, the initial amount quoted through the third-party booking generally reflects the base rental rate. Additional charges at the counter—such as insurance coverage, deposits, or location-specific requirements—may apply depending on the renter’s proof of insurance and the policies in place at the rental location. These are outlined in the rental terms and are reviewed prior to signing the agreement.

We understand your concerns about insurance charges and the overall experience, and we regret that the process did not meet your expectations. Feedback like yours is important and will be shared with the appropriate teams for review.

With this, we will forward your concern to our Fort Lauderdale Affiliate under Ticket #367792.

Thank you again for taking the time to share your feedback.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

Atualizado em 16 de jun. de 2026

Dear Diana,

Please see the response we received from our Phoenix Affiliate.

"Thank you for reaching out to us. Attached you will find the requested documents regarding rental agreement number PHX01-206041. The renter added the loss damage waiver and prepaid fuel at the time of pick up. I do not see the renter reached out regarding any dissatisfaction with their rental."

We do apologize but the charges remain.

Sincerely,
Haidee

===========================

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

Resposta da NU Car Rentals

Atualizado há 6 dias

Dear Chris,

Thank you for providing the requested information.

Please be advised that your review has been forwarded to our Phoenix Affiliate under **Ticket #367646** for further investigation.

Rest assured that we are actively coordinating with the affiliate and will provide you with an update as soon as we receive their response.

Thank you for your patience and understanding.

Kind regards,
Haidee


================

Dear Sheffield,

Thank you for sharing your feedback. We’re sorry to hear about your experience and understand your concerns regarding the charges applied to your rental.

Please note that any additional products or services—such as insurance coverage or roadside assistance—are only added to the rental agreement with the renter’s acknowledgment and authorization. These selections are reflected in the rental documents, which are presented for review before being finalized through initials and signature at the counter.

We strongly encourage all customers to carefully review the agreement on screen prior to signing, as the signed contract serves as confirmation of the selected options and associated charges.

That said, we take concerns like yours seriously. If you would like us to review your specific case in detail, please provide the following:

1. Rental Agreement number or confirmation number (ending in NU)
2. Pickup date and time
3. Primary driver’s name

We would be happy to investigate further and clarify the charges applied.

Thank you for bringing this to our attention.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

18 de mar. de 2026

Dear Debra,

Thank you for your follow-up, and we sincerely apologize for the frustration this situation has caused.

We regret that our previous response did not provide the clarity you were seeking. It was never our intention to make assumptions or place responsibility on you. We understand how important it is to receive accurate and well-documented support, and we apologize for any confusion caused by the lack of detailed notes on your original case.

Regarding local renter qualifications, certain rental locations may have specific requirements—such as additional identification, proof of travel, or other criteria—that must be met at the time of pickup. These policies can vary by location and are part of the rental terms. That said, we understand your concern and acknowledge that this may not have been clearly explained during your experience.

We also recognize your point regarding the reservation and the expectation set at the time of booking, including the option to pay at pickup. We’re sorry that the process did not meet those expectations and that this led to a negative experience.

Your feedback is important, and we will be escalating this matter internally and to the rental location's Management under Ticket #350163 to review both the handling of your case and the communication provided. We regret losing your trust and understand your decision, though we truly appreciate you bringing this to our attention.

Thank you again for your feedback.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

18 de mar. de 2026

Dear Customer,

Thank you for taking the time to share your detailed feedback. We’re very sorry to hear that your rental experience did not meet your expectations.

We regret that the vehicles presented to you did not meet your standards in terms of condition and cleanliness. Our goal is to provide safe, reliable, and well-maintained vehicles, and we apologize if the options available at the time of your rental fell short. We also appreciate you documenting the vehicle condition at pickup and return, as this is always a recommended step to ensure clarity and protection for both parties.

Regarding your concerns about insurance and additional coverage, these options are offered to ensure renters are adequately protected depending on their personal coverage. While they are optional in many cases, requirements may vary based on the renter’s insurance documentation and the policies of the rental location. These options, along with rental terms, are disclosed during the booking process and reviewed again at the counter.

We’re also sorry to hear that your interaction with our staff did not reflect the level of service we strive to provide. Your comments regarding customer service and communication will be shared internally, as we continuously work to improve the overall customer experience.

We understand your frustration and regret that we were unable to provide a more positive experience. Should you wish to have your rental reviewed further, please provide your rental details so we can look into this more closely:

1. Confirmation number (ending in NU) or Rental Agreement number
2. Pickup date and time
3. Primary driver’s name
4. Rental location/Destination Airport

Thank you again for your feedback.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

17 de mar. de 2026

Dear Kerri,

Thank you for taking the time to share your experience. We’re truly sorry to hear about the frustration and disappointment you encountered during your rental.

We understand how concerning it must have been to experience differences between the amount prepaid through Booking.com and the total charges presented at the rental location. Please note that reservations made through third-party platforms typically cover the base rental rate and any selected options at the time of booking. Additional requirements—such as security deposits, verification of acceptable insurance coverage, or the purchase of supplemental protection—are determined at the rental counter based on the renter’s documentation and the location’s policies. These terms are disclosed during the booking process and again at the counter prior to finalizing the rental.

Regarding the security deposit, this is a standard authorization held on a valid credit card for the duration of the rental and is released in accordance with the terms of the agreement, provided all conditions are met. Similarly, cleaning fees are only applied in cases where the vehicle is returned in a condition that requires excessive or specialized cleaning beyond normal use.

We regret that the location and shuttle experience did not meet your expectations, and we understand how this may have added to your overall dissatisfaction. Your feedback is important and will be shared with our Phoenix Supplier as we continue working to improve both our communication and customer experience.

If you would like us to review your reservation and the charges in detail, please provide the following:

1. Confirmation number (ending in NU) or Rental Agreement number
2. Pickup date and time
3. Primary driver’s name

We appreciate your feedback and the opportunity to address your concerns.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

16 de mar. de 2026

Dear Ronald,

Thank you for sharing your feedback. We’re sorry to hear about the inconvenience you experienced at pickup and understand how frustrating it must have been to arrive with a reservation and find that a vehicle was not immediately available.

While reservations secure a booking in our system, vehicle availability can occasionally be affected by factors such as delayed returns, extended rentals, or unexpected operational issues. In such situations, the location may provide the next available vehicle as soon as one becomes ready. We understand that being asked to wait can be inconvenient, and we apologize for the disruption to your plans.

Reservations made through third-party booking platforms such as Expedia are also subject to the rental location’s availability and policies at the time of pickup. However, we would be happy to review your case further to better understand what occurred.

To assist you, please provide the following details:

1. Confirmation number (ending in NU) or Rental Agreement number
2. Pickup date and time
3. Primary driver’s name

We appreciate you bringing this to our attention and look forward to assisting you further.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

16 de mar. de 2026

Hi,

Thank you for sharing your feedback. We’re sorry to hear that your rental experience did not meet your expectations and understand how frustrating unexpected charges can be.

Please note that reservations made through third-party platforms such as Priceline typically cover the base rental rate only. Additional requirements—such as a Loss Damage Waiver or other forms of coverage—may be required depending on the rental location’s policies or if acceptable proof of insurance is not provided at the time of pickup. These requirements are outlined in the rental terms and conditions and are also reviewed at the counter before the rental agreement is finalized.

Our location at Denver International Airport follows these procedures to ensure that all rentals meet the necessary coverage requirements before a vehicle can be released.

If you would like us to review your reservation and the charges applied, please provide the following details so we can look into the matter further:

1. Confirmation number (ending in NU) or Rental Agreement number
2. Pickup date and time
3. Primary driver’s name

We appreciate you taking the time to share your experience and look forward to assisting you further.

Resposta da NU Car Rentals

Atualizado em 29 de abr. de 2026

Dear Mary,

Please see the response we received from our MCO Affiliate.

"Please be advised that we are not authorized to change the name on a reservation. As such, we are unable to update the name on our end, and only the individual listed on the reservation is permitted to pick up the vehicle.

This has been communicated to the customer."

Sincerely,
Haidee

==================================

Dear Mary,

Thank you for sharing your feedback. We sincerely apologize for the frustrating experience you encountered with your rental. We understand how upsetting it must have been to have your reservation affected despite your efforts to update the primary driver.

Please know that changes to the primary driver are subject to verification and confirmation from the rental location, and it appears that in this instance, the communication did not reach the team in time. This is certainly not the experience we want our customers to have, and we deeply regret the inconvenience and additional costs you incurred.

Your feedback has been shared with the relevant team and our Orlando supplier under Ticket #362421 to review the situation and improve our processes. 

We truly appreciate you bringing this to our attention and hope to have the opportunity to restore your trust in the future.

Kind regards,
Customer Support Team

Resposta da NU Car Rentals

Atualizado em 8 de mai. de 2026

Cher Jacques,

Veuillez trouver ci-joint la réponse que nous avons reçue de notre fournisseur de Marrakech.

« Chère équipe,

Merci pour votre courriel.

Veuillez noter que le client a présenté deux cartes American Express au comptoir. Conformément à nos conditions générales de location, les cartes American Express ne sont pas acceptées pour l'autorisation du dépôt de garantie.

Le client n'a présenté aucune autre carte de crédit valide répondant aux exigences du dépôt. Afin d'éviter l'annulation de la réservation et de trouver une solution, notre équipe a proposé au client de souscrire une assurance de remboursement de dépôt plutôt que de bloquer le montant de ce dernier.

Le client a accepté cette option et a procédé à la location. Veuillez trouver ci-joint le contrat de location signé confirmant l'acceptation du client. »

Cordialement,
Haidee

=========================

Dear Jacques,

Thank you for sharing your feedback. We’re sorry to hear about your experience and understand how frustrating this situation must have been.

Please note that the security deposit is typically blocked on a credit card under the main driver’s name and must meet the rental location’s requirements. In some cases, certain cards may not be accepted for the deposit due to bank restrictions, card type, or authorization issues. When the deposit cannot be secured, the rental provider may offer additional insurance as an alternative to proceed with the rental.

We regret any inconvenience this may have caused and appreciate you bringing this to our attention. Your feedback is important and will be shared with our Marrackech Supplier under Ticket #365230.

Kind regards,
Customer Support Team

Resposta da NU Car Rentals

Atualizado em 22 de abr. de 2026

Dear Renee,

Please see the response we received from our LAX Affiliate.

"This rental took place in April 2025, almost one year ago. While I cannot provide specific details or confirmation regarding this particular event, as it was so long ago, I can provide data gleaned from the rental agreement. Customer has stated that they arrived at 10:30 for an 11:00 reservation, our system shows ther rental agreement was opened at 1:37. I do see that the customer rented and signed for an upgrade. If their requested vehicle was not yet available, they would have been waitlisted or offered a different vehicle class. Since the reservation was not prepaid, any change in vehicle class would incur additional charges. The customer signed to accept the upgrade at the cost of 15.32 per day for two days. I cannot address the statement that a different agent offered them a car for $122, as I have no record of anyone logging in to their reservation before 1:30, so I don't know who assisted them. In May 2025, the customer submitted a chargeback with their credit card, which was not approved, so they resubmitted the dispute in June 2025 and were subsequently refunded for the upgrade charge.
The agent who did assist them is no longer with us, so I cannot reach out for additional feedback, but I doubt he would have any recollection as this was almost a year ago."

Sincerely,
Haidee


=============================

Dear Renee,

Thank you for taking the time to share your feedback regarding your recent experience at our Los Angeles Airport (LAX) location.

We’re very sorry to hear about the difficulties you encountered during pickup and understand how frustrating it must have been to wait in line multiple times only to be informed that the reserved vehicle was not available. We also regret the inconvenience caused by the additional waiting time and the situation that led to you accepting a different vehicle at a higher rate.

Please know that this is not the level of service we aim to provide. Your comments regarding vehicle availability, wait times, and the interaction with the agent are taken very seriously. We will share your feedback with our LAX Affiliate under Ticket #365357 so they can review what occurred and address the concerns you raised.

We understand how important a smooth and transparent rental process is, especially after arriving at the airport, and we sincerely apologize that your experience did not meet those expectations.

Thank you again for bringing this matter to our attention. Your feedback helps us improve our service and customer experience.

Kind regards,
Customer Support Team

Resposta da NU Car Rentals

Atualizado em 13 de mar. de 2026

Updated Response:

Dear Lucian,

Please see the response we received from our Otopeni Team under Ticket #352486.

"Following a full review of the events of 13 February 2026 at Bucharest Otopeni Airport, we would like to clarify the following:

At the rental desk, you were informed that the credit card presented did not meet the name requirement set out in the rental terms. However, an alternative solution was clearly offered — namely the option to purchase additional protection in order to reduce the security deposit requirement. Under that option, the rental could have proceeded without the need for a €2,900 blocked deposit.

You chose not to proceed under the alternative conditions offered and declined the rental.

We also note that you subsequently secured a vehicle from another provider and paid €118.40 voluntarily, prior to raising any compensation request with us.

This cost was incurred as a result of your independent decision to contract with a different supplier, despite having an available option to proceed with the rental at our desk.

Under these circumstances, we cannot consider this a failure to provide the contracted service, nor can we accept liability for costs arising from a separate agreement concluded at your discretion.

Accordingly, we are unable to agree to your reimbursement request."

==========================

Dear Lucian,

Thank you for taking the time to share your experience regarding your recent booking with NU Car Rental in Bucharest (Otopeni) through Discover Car. We sincerely apologize for the difficulties you encountered and for the frustration this caused, especially given your late arrival and the circumstances described.

We understand how stressful it must have been to arrive at 1:00 AM, prepared with a valid prepaid reservation and insurance coverage, only to face a policy issue regarding the name on your credit card. We recognize that this situation, combined with the suggestion to purchase additional in-house insurance, created significant pressure and inconvenience.

Please know that we take feedback like yours very seriously. While certain rental providers may have strict policies regarding credit card verification and deposits, we understand that your experience did not align with expectations for professionalism, transparency, and customer care. We will share your comments with the Bucharest team under Ticket #352486 to ensure such situations are reviewed and addressed, with the goal of improving communication and customer experience at pickup.

We truly regret that this incident led to you being unable to access your rental vehicle and that it left a negative impression of our service. Your feedback is invaluable, and we appreciate you bringing these concerns to our attention.

While we understand you are disappointed and have indicated you may not rent with us again, we hope this feedback demonstrates our commitment to listening to our customers and taking action where needed.

Kind regards,
Customer Support Team

Resposta da NU Car Rentals

10 de mar. de 2026

Dear James,

Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience during your recent rental.

We understand how frustrating it must have been to arrive expecting a smooth pickup, only to encounter unexpected requirements at the counter. Please note that the need for additional coverage may depend on the type of insurance verification presented, as well as the rental provider’s policies regarding liability and vehicle protection. If proof of coverage that meets the supplier’s requirements cannot be validated at the time of pickup, the provider may require the purchase of their protection plan.

That said, we sincerely regret that this situation resulted in you being unable to collect the vehicle. We understand how disappointing this must have been, especially after booking through your travel platform.

Your feedback regarding the clarity of insurance requirements is extremely valuable. To help us review your case and share your feedback with the relevant team and the rental provider to improve transparency for future customers, could you please provide the following details?

**1. Confirmation number ending in NU or Rental Agreement number**
**2. Pickup date and time**
**3. Primary driver’s name**

Once we receive this information, we will be happy to look into the matter further.

We appreciate you bringing this to our attention and hope to have the opportunity to assist you better in the future.

Kind regards,
Customer Support Team

Resposta da NU Car Rentals

Atualizado em 17 de abr. de 2026

Dear Bradley,

Please see the response we received from our Phoenix Affiliate.

"Thank you for reaching out to us. Attached you will find the requested documents regarding rental agreement number PHX01-209846.I hope this message finds you well.

After a thorough review, I want to confirm that the complaint we discussed has already been addressed and thoroughly investigated. The location manager has taken the time to review the transaction during the customer’s visit to pick up the vehicle.

According to the findings, the customer was in agreement to only cover the body of the vehicle, with his insurance responsible for the liability coverage. It appears there was a misunderstanding regarding the information provided by the agent; the customer was informed that the deposit would be refunded, but not that the LDW charge would be waived. The return procedures are to leave the vehicle in the return lane and it will be checked in , in the order it is recieved. All information is sent via Email unless the customer wants dcumentation they are welcome to head to a counter to confirm and get a copy of the final invoice printed.

As a result of the manager's findings, I must inform you that the charges remain valid and will not be adjusted. If there are any further concerns or if additional clarification is needed, please feel free to reach out."

Sincerely,
Haidee

============================

Dear Bradley,

Thank you for taking the time to share your detailed feedback regarding your recent experience with **NU Car Rental** at our Phoenix location. We sincerely regret that your rental experience did not meet your expectations and appreciate the opportunity to address your concerns.

First and foremost, we apologize for the confusion and frustration you experienced when locating our off-airport facility. We understand how stressful travel can be, and we are sorry that the directions provided were not clear or easy to follow. Your feedback regarding signage, shuttle instructions, and the arrival experience at the Phoenix facility has been shared with local management for review and improvement.

Regarding the Loss Damage Waiver (LDW) and additional charges, we take concerns about billing transparency very seriously. It is never our intention for customers to feel misled or unaware of charges added to their agreement. While optional protection products such as the LDW require customer acknowledgment and initials on the rental agreement, we understand your concern that the explanation may not have been sufficiently clear at the time of signing. Additionally, you should have been given the opportunity to review your final charges at vehicle return, and we apologize if you felt rushed or unable to ask questions before departing on the shuttle.

Please be assured that we would like to investigate this matter further, including reviewing the signed rental agreement and the breakdown of charges applied. With this, we will forward your case to our Phoenix Supplier under Ticket #364399 for a full review.

We truly regret that this experience led you to feel disappointed and frustrated, especially after prepaying through **Expedia**. Transparency and customer trust are extremely important to us, and your feedback will help us improve our communication and processes moving forward.

Thank you again for bringing this matter to our attention. We hope to have the opportunity to address your concerns directly.

Sincerely,
Haidee

Resposta da NU Car Rentals

3 de mar. de 2026

Hi Toby,

Thank you for taking the time to share your feedback. We’re sorry to hear that you were disappointed with the toll charges associated with your rental.

Our toll program terms are outlined in the rental agreement and are intended to cover not only the toll amount itself, but also the administrative costs involved in receiving, processing, and remitting payments to the applicable toll authorities. When the daily toll option is declined, any toll usage is typically billed post-rental and may include additional service or processing fees.

We understand how frustrating it can be to see a charge that appears significantly higher than the toll amount itself—particularly if the vehicle was used for only a portion of the rental period. If the policy was not clearly explained at pickup, we sincerely regret that experience.

We would appreciate the opportunity to review this matter in detail. To assist you as quickly as possible, could you please provide the following:

* Confirmation number (ending in NU) or Rental Agreement number
* Pickup date and time
* Primary driver’s full name

Once we receive this information, we will investigate and provide clarification promptly.

Thank you again for bringing this to our attention.

Sincerely,
HB

Resposta da NU Car Rentals

Atualizado em 14 de abr. de 2026

Dear Ryan,

Please see the response we received from our Affiliate.

"Please find attached the signed rental agreement and final invoice. The customer used their own sunpass device on the vehicle, which is against our sunpass policies. Please refer to the sunpass policies explained in the rental agreement. "

We do apologize but charge remains.

Sincerely,
HB

=======================

Dear Ryan,

Thank you for providing your rental details.

We are currently coordinating with our Miami affiliate regarding the additional $250 charge. We will update you as soon as we receive further information.

Thank you for your patience.

==============================

Dear Customer,

We’re genuinely sorry to hear about your experience and understand how concerning an unexpected charge can be.

Please be assured that we do not apply arbitrary charges. Any post-rental charges are typically associated with items outlined in the rental agreement, such as fuel discrepancies, tolls, damages, traffic violations, or other incidental fees that may be reported after the vehicle is returned. That said, we understand how unsettling it can be if this was not clearly explained.

We would appreciate the opportunity to review this matter thoroughly. To assist you as quickly as possible, could you please provide the following details:

1. Confirmation number (ending in NU) or Rental Agreement number
2. Pickup date and time
3. Primary driver’s full name

Once we receive this information, we will investigate and provide clarification promptly.

Thank you for bringing this to our attention.

Sincerely,
HB