NU Car Rentals Avaliações 

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

Resposta da NU Car Rentals

2 de mar. de 2026

Dear Paul,

Thank you for sharing your feedback. We sincerely apologize for the extended wait time you experienced at our location. Waiting in line for an hour, particularly with only one agent assisting several customers, is understandably frustrating and not the level of service we strive to provide.

You are absolutely correct that arrival volumes should be properly anticipated and staffed accordingly. We regret that we fell short in this instance. To ensure your concerns are addressed directly with the rental location’s management team, we kindly ask that you provide the following details:

* Your reservation or rental agreement number
* Pick-up date and time
* The name under which the booking was made

We truly value your time and your business, and we are sorry that your experience did not reflect the standards we aim to uphold. Thank you again for bringing this to our attention, as feedback like yours helps us improve our operations and customer service.

Sincerely,
HB

Resposta da NU Car Rentals

Atualizado em 30 de abr. de 2026

Dear Jason,

Thank you for bringing your concern to our attention, and for providing detailed feedback regarding your recent rental experience at our Phoenix location.

According to the rental records, the vehicle upgrade was presented and processed at the rental counter, and the corresponding charge of $29/day were reflected in the Rental Agreement. The agreement, which includes the total daily rate and applicable fees, was reviewed and signed at the time of pickup to confirm acceptance of the selected vehicle and the associated charges.

While the signed agreement indicates authorization of the upgrade and its cost, we understand your concern regarding how the pricing may have been communicated during the transaction. We appreciate you sharing this feedback, as transparency at the rental counter is important to us.

At this time, as the upgrade and its charges were documented and authorized in the signed Rental Agreement, we regret to inform you that our Phoenix Supplier is unable to provide a refund of the upgrade fee.

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

Sincerely,
Haidee

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

Dear Customer,

Thank you for taking the time to share your experience. We are very sorry to hear about the confusion and frustration you encountered during your recent rental at our Phoenix location.

We understand that the pricing and options presented at the counter were unclear, and that you were surprised by the additional daily charges for the smaller SUV. While the rental agreement reflects the total charges, we recognize that the way this information was communicated should have been transparent, clear, and fully explained—especially for international travelers.

Please know that we take feedback like yours very seriously. Our goal is always to provide clear, fair, and professional service, and it is evident that we did not meet those standards in your case. We will review our affiliate’s procedures and staff training to ensure that future customers receive a clear explanation of all charges and options before agreeing to any changes.

To allow us to review this matter thoroughly, we kindly ask that you provide the following information:

1. Your reservation or rental agreement number
2. Pick-up date
3. The name under which the booking was made

We sincerely regret that this experience has caused disappointment and mistrust. While we understand your decision regarding future rentals, your feedback is invaluable and will help us improve both our communication and customer care.

Thank you again for bringing this matter to our attention.

Sincerely,
HB

Resposta da NU Car Rentals

Atualizado em 28 de abr. de 2026

Dear Maria,

Please see the response we received from our San Diego Affiliate.

"We are sorry to hear about this customer's experience. According to the schedule on that day, we only had a supervisor, one rental agent, two car washers, and one back office employee (that does not assist with operations.) That being said, every employee has a specific role to keep the operation running, and there was only TWO employees qualified to rent to customers that day, which was the rental agent and supervisor. Typically, the supervisor is running around driving the shuttle, helping organize the lot, helping with check ins, or coordinating with the back office staff for tasks outside of operations or customers. If we have a line longer than 5 parties, the supervisor will hop on the counter and assist with rental processing. Based on the reservations for that day, we would have had 5 customers due to pick up their rental within the hour of 3pm. However, only three out of the five customers showed up for their reservations, and the next rental after this customer was picked up over an hour after this customer was assisted. That said, we should not have had a line nor should the customer have been waiting for very long."

Sincerely,
Haidee

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

Dear Maria,

Thank you for providing your rental details.

Please be advised that your review has been forwarded to our San Diego affiliate for further review.

We will keep you updated as soon as we receive any feedback.

Best regards,
Haidee

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

Dear Maria,

Thank you for sharing your feedback. We are very sorry to hear about your recent experience and the frustration you encountered during your rental process.

We sincerely apologize for the long wait and for the impression that your concerns were not handled professionally. Regardless of how busy the location may be, all customers should be treated with respect, efficiency, and transparency.

We are also concerned by your comments regarding the vehicle availability and being asked to pay for an upgrade due to the originally reserved car being unavailable or damaged. If a reserved vehicle cannot be provided, the situation should be explained clearly and handled fairly, without making you feel pressured or penalized.

Please allow us the opportunity to review what occurred. We kindly ask that you provide:

1. Your reservation or rental agreement number
2. Pick-up date and location
3. The name under which the booking was made

Once we receive this information, we will investigate the circumstances with the location team, including staffing, vehicle availability, and the upgrade charge. Our goal is to ensure that situations like this are handled properly and that any necessary corrections are made.

We truly regret that this experience left you feeling disappointed. Your feedback is important and helps us improve both service standards and communication. We hope to have the opportunity to address your concerns and restore your confidence in our service.

Sincerely,
HB

Resposta da NU Car Rentals

Atualizado em 13 de abr. de 2026

Dear Michael,

Thank you for taking the time to share your detailed feedback. We are truly sorry to hear about your experience and the frustration it caused.

We understand your concerns regarding the charges for the Loss Damage Waiver (LDW), taxes, and fees—especially if you believed these were already included in your booking through Expedia. Any confusion surrounding optional coverages and additional charges at the counter is not the experience we aim to provide. All coverages and fees should be clearly explained, including their cost, before any agreement is finalized.

We are also disappointed to learn about the condition of the vehicle, the atmosphere at the facility, and how your concerns were handled during your follow-up call. Professionalism, transparency, and respectful communication are standards we expect from our team at all times.

Please be advised that we have forwarded the response from our Phoenix supplier regarding your case (Ticket #363458) via email for your review.

If you have any further questions or need additional assistance, please feel free to let us know.

Best regards,
Haidee

Resposta da NU Car Rentals

Atualizado em 8 de mai. de 2026

Dear Jennifer,

Based on the rental documents, you agreed to sign up for the Loss Damage Waiver and Roadside Assistance by putting your signature on the following paperworks.

1. Signed Rental Agreement
2. A printed copy of the agreement, which you signed using a pen

We do apologize but the charge remains.

Sincerely,
Haidee

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

Dear Jennifer,

Thank you for providing your rental details.

Please be advised that your concern has been forwarded to our Denver affiliate under Ticket #362988 for further review.

We will keep you updated as soon as we receive any feedback.

Best regards,
Haidee

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

Dear Jen,

Thank you for sharing your feedback. We are very sorry to hear about your experience with the charges for Loss Damage Waiver and Roadside Assistance. We understand how frustrating it must have been to see charges applied that you specifically declined, and we sincerely apologize for the stress this caused.

We take concerns like yours very seriously. Our goal is always to provide clear, transparent service and ensure customers feel confident about their rental agreements. We regret that your call to dispute the charges did not meet your expectations and that you felt your concerns were not properly addressed.

To resolve this matter promptly, we would appreciate it if you could provide:

1. Your rental confirmation number
2. Pick-up and drop-off dates
3. Primary driver’s full name

Once we receive this information, we will review your contract and investigate the charges thoroughly. Our priority is to ensure any discrepancies are corrected and that you feel your concerns are addressed fairly.

We sincerely apologize again for the inconvenience and disappointment. Your feedback helps us improve our processes and communication, and we hope to restore your confidence in our service.

Sincerely,
HB

Resposta da NU Car Rentals

2 de mar. de 2026

Dear Jeremy,

Thank you for taking the time to share your experience. We are truly sorry to hear about the challenges and frustration you faced with your rental booked through Priceline and picked up at NU CAR.

We understand how upsetting it must have been to arrive at an off-site location, experience unexpected charges, and wait without assistance, especially when you had an early flight. Being charged unexpectedly for a rental, facing large deposit requests, and seeing other customers experience the same issues is certainly not the experience we want for any of our clients.

Please know that your feedback is taken very seriously. Situations involving additional fees, off-site pickups, or unclear policies should always be clearly communicated and handled transparently. We will review this matter with our Fort Lauderdale Supplier to better understand what happened and to prevent similar issues for future customers.

To help us investigate further and work toward a resolution, we would appreciate it if you could provide:

1. Your confirmation number or rental agreement number
2. Pick-up and drop-off dates
3. Full name of the primary driver

We sincerely apologize for the disruption and disappointment this caused to your trip. Your feedback is invaluable in helping us improve our services, and we hope to restore your confidence in our company.

Sincerely,
HB

Resposta da NU Car Rentals

Atualizado em 22 de abr. de 2026

Beste Bert,

Hartelijk dank voor het doorgeven van uw boekingsgegevens. Kunt u ons laten weten of u een bevestigingsnummer heeft dat eindigt op NU of het nummer van de huurovereenkomst?

Sincerely,
Haidee

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

Beste Bert,

Hartelijk dank dat u de tijd heeft genomen om uw ervaring met ons te delen. Het spijt ons oprecht te vernemen dat u frustratie heeft ervaren met uw reservering via Car-jet en het ophalen van de wagen in Agadir bij NU CAR.

Wij kunnen ons goed voorstellen hoe vermoeiend het moet zijn geweest om na een lange reis ’s nachts aan te komen en vervolgens geconfronteerd te worden met onverwachte extra kosten. Dit is absoluut niet de ervaring die wij onze klanten willen bieden. Dat u opnieuw moest betalen voor een reeds vooraf betaalde huur is bijzonder zorgwekkend, en wij begrijpen volledig hoe stressvol deze situatie voor u moet zijn geweest gezien het tijdstip en de omstandigheden.

Wij willen u verzekeren dat wij uw feedback zeer serieus nemen. Eventuele bijkomende kosten of onduidelijkheden aan de verhuurbalie dienen altijd duidelijk gecommuniceerd en volledig transparant afgehandeld te worden.

Om deze kwestie grondig te kunnen onderzoeken en voor te leggen aan de lokale leverancier, verzoeken wij u vriendelijk om ons de volgende gegevens te bezorgen:

1. Bevestigingsnummer (eindigend op NU) of huurovereenkomstnummer
2. Ophaaldatum en -tijd
3. Volledige naam van de hoofdbestuurder

Zodra wij deze informatie ontvangen, zullen wij het dossier zo spoedig mogelijk onderzoeken en streven naar een correcte oplossing.

Nogmaals onze oprechte excuses voor het ongemak en de teleurstelling die u heeft ervaren. Uw feedback is voor ons van grote waarde en helpt ons onze dienstverlening te verbeteren. Wij hopen dan ook de kans te krijgen om uw vertrouwen in onze service te herstellen.

Met vriendelijke groet,
HB

Resposta da NU Car Rentals

28 de fev. de 2026

Dear Mark,

Thank you for bringing this to our attention. We’re truly sorry to hear about your experience and understand how frustrating this must have been.

First and foremost, we sincerely apologize for the condition of the vehicle you received. Cleanliness is extremely important to us, and a car with stains—especially anything that appears to be vomit—is absolutely not the standard we aim to deliver.

Regarding the fees you mentioned, we understand how upsetting it can feel to encounter charges that were not clearly explained at the time of reservation. Our goal is always to provide full transparency around optional coverage, loss-of-use protection, and deposit policies. The loss-of-use and security deposit terms are part of our rental agreement, but they should always be clearly communicated so customers can make informed decisions in advance. We apologize if this was not made clear during your booking process.

Your feedback is extremely valuable, and we are reviewing how these policies and fees are presented to ensure better clarity moving forward. In order to look into your rental in more detail and address your concerns directly, may we have the following?

1. Confirmation # ending in NU or Rental Agreement #
2. Pickup date/time
3. Primary driver's name

Thank you again for sharing your experience — it helps us improve.

Sincerely,
HB

Resposta da NU Car Rentals

27 de fev. de 2026

Hi Kristen,

We’re very sorry to hear about your booking experience and the difficulty you encountered while trying to reach support. We understand how frustrating it can be to discover incorrect dates or times on a reservation—especially when you’re unable to promptly modify or cancel it.

Reservation changes and cancellations are generally subject to the terms selected at the time of booking, including any prepaid or third-party conditions. That said, no customer should have to spend hours on hold to receive assistance, and we sincerely apologize for the inconvenience this caused.

We’re pleased to inform you that your cancellation and refund request has been approved and successfully processed in our system. Please note that it may take several business days for your bank or card issuer to reflect the funds in your account, depending on their processing timelines and the type of card used.

For your reference, a screenshot of the transaction confirmation was sent under Ticket #361114.

Your feedback is truly important to us. We are actively working to improve our response times and overall customer support experience. We appreciate the opportunity to resolve this for you.

Sincerely,
HB

Resposta da NU Car Rentals

Atualizado em 21 de mar. de 2026

Hi Michael,

Thank you for sharing your experience. We sincerely apologize for the confusion and frustration regarding the Loss Damage Waiver (LDW) charges.

We understand that the term “waiver” can be misleading, and we regret that it was not clear that this coverage is a **purchased protection product**, not a declination of insurance. The LDW is intended to provide additional protection beyond what a personal insurance policy may cover. Customers who choose not to purchase it should have the option clearly indicated on the rental agreement.

However, based on the rental documents, you agreed to sign up for the Loss Damage Waiver by putting your signature on the following paperworks.

1. Signed Rental Agreement
2. A printed copy of the agreement, which you signed using a pen

We do apologize but the charge remains.

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

27 de fev. de 2026

Hi Skip Kat,

We’re very sorry to read about your experience and the frustration you felt during your rental. We take allegations of misleading information very seriously and would like to address your concerns.

Insurance coverage requirements are disclosed at the time of booking and again at the rental counter. Customers are absolutely permitted to use their own valid insurance coverage; however, it must meet the required liability and coverage criteria. If coverage cannot be verified or does not meet state or company requirements, additional protection options may be required. That said, you should never feel that coverage was “forced” without a clear explanation, and we will review this internally.

Regarding roadside assistance, this is an optional protection product that covers items such as lockouts, lost keys, jump starts, and similar incidents. Customers who decline this option may be responsible for those service-related charges if they occur.

We also apologize for the wait time and shuttle experience you described. We recognize how frustrating it can be to wait after traveling, particularly if staffing levels did not meet demand at that time.

We would appreciate the opportunity to review your rental in detail. With this, please provide us with the following:

1. Confirmation # ending in NU or Rental Agreement #
2. Pickup date/time
3. Primary driver's name

Your feedback is important, and we are committed to improving transparency and customer service.

Sincerely,
HB

Resposta da NU Car Rentals

27 de fev. de 2026

Hi Jayes,

We’re very sorry to read about your experience and the frustration it has caused. We take comments like this seriously, and we want to address your concerns directly.

First, we want to be clear that our rental rates and required deposits are based on vehicle class, rental length, insurance selection, and security requirements — not on the amount a customer has paid. Deposits are authorized at pickup to cover potential damages, tolls, fuel differences, or policy violations, and they are released according to our stated terms once the vehicle is returned and processed. We do not keep deposits without cause.

We are also concerned by your comments regarding communication and callback issues. That is not the level of service we aim to provide, and we are currently reviewing our call handling procedures to ensure customers receive timely assistance.

Based on our Prague Affiliate under Ticket #155361, they already released back all the security deposit. Let us know if this is shown in your bank statement.

Moreover, please see the Terms and Conditions of our Supplier by clicking the provided link under Insurance.

https://nucarrentals.com/print_policy?location=PRG

We understand how upsetting it can feel when charges are unclear, and we are committed to transparency and resolving any legitimate billing concerns.

Sincerely,
HB

Resposta da NU Car Rentals

26 de fev. de 2026

Hi Kristin,

We’re truly sorry to hear about your experience and appreciate you taking the time to share your feedback. What you described is not the level of service we aim to provide, especially after a long day of travel.

We understand how frustrating it must have been to learn at pickup that your reservation was for an electric vehicle and that it did not meet your travel needs. Vehicle type and amenities are outlined during the booking process, but we recognize that this information may not always be as clear as it should be. We are actively reviewing how vehicle details are displayed to help prevent situations like this in the future.

Regarding the upgrade, rate differences are based on vehicle class and availability at the time of pickup. That said, we never want our customers to feel pressured or left without reasonable options. Your comments about feeling that you had no choice are concerning, and we would like the opportunity to review your rental in detail.

With this, may we have the following so we can review your case?
1. Confirmation # ending in NU or Rental Agreement #
2. Pickup date/time
3. Primary driver's name

We value your feedback and take concerns like this seriously. Our goal is always transparency and customer satisfaction, and we regret that this was not your experience.

Sincerely,
HB

Resposta da NU Car Rentals

25 de fev. de 2026

Dear Carole-anne,

Thank you so much for your wonderful review!

We’re thrilled to hear that you had a perfect experience with our MCO Affiliate. It’s especially great to know that Farzad provided kind and efficient service — we’ll be sure to share your compliments with him under Ticket #360567. Their team works hard to make the rental process smooth and transparent, so we truly appreciate you highlighting the fast shuttle service and the absence of hidden fees.

We’re also glad the vehicle was a perfect fit for your needs and that everything went seamlessly during your rental.

Your feedback means a lot to us, and reviews like yours help others feel confident when choosing us. We look forward to welcoming you again on your next trip!

Best regards,
HB

Resposta da NU Car Rentals

Atualizado em 20 de mar. de 2026

Updated response:

Dear Andres,

Please see the response provided by our Miami Affiliate under Ticket #360478.

"Thank you for bringing this matter to our attention. We have completed a full review of reservation 6010313384NU for customer Andres Woodhouse. We appreciate the opportunity to provide further clarification.

*Insurance Eligibility & Coverage Requirements*
The customer purchased collision coverage through the booking platform (Booking.com). However, as clearly stated in our online policies and rental terms, all renters must present valid proof of collision, comprehensive, and liability insurance at the rental counter. If a renter does not provide proof of all required coverages, equivalent protection must be purchased directly through us.

*Local Renter Policy*
As outlined in our rental policies:
- Local renters are limited to 50 free miles per day.
- Additional mileage is charged at $0.75 per mile.
- Local renters must provide valid proof of collision, comprehensive, and liability insurance in their own name.

These requirements are consistently applied and disclosed in our rental terms.

*Virtual Check-In / Document Process*
While we do offer virtual assistance at this location, we do not require customers to scan or upload documentation prior to arrival.

At the time of check-in, we request only:
- A valid driver’s license
- A valid credit card
- Valid proof of insurance (if declining our coverage)

There is no pre-arrival document upload requirement in place at this location.

*Breakdown of Charges*
We are attaching the signed rental agreement for your review.
The agreement confirms that the customer acknowledged and accepted:
1. Our Toll System Activation package (SunPass transponder program)
2. Our Extended Protection (EP) coverage

All charges reflected on the agreement correspond to services selected and acknowledged by the customer at the counter.

*Counter Disclosure & Customer Communication*
After reviewing internal notes and documentation, we confirm that accurate information regarding insurance requirements, mileage limitations, and optional products was provided at the rental counter.

Based on our review, the charges and procedures followed were consistent with company policy and properly documented."

Sincerely,
Customer Support Team

Resposta da NU Car Rentals

Atualizado em 9 de mar. de 2026

Updated response:

Dear Chris,

Based on our Phoenix Affiliate under Ticket #360452, this case has already been addressed by their manager and they will not be proving any other resolution as one has already been provided.

We do apologize but the upgrade fee remains.

Sincerely,
Customer Service Team

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

Dear Chris,

Thank you for taking the time to share your detailed feedback regarding your recent rental experience in Phoenix. We sincerely regret the frustration and inconvenience you describe.

We want to be clear that it is never our intention to mislead customers or place them in a difficult position upon arrival. Vehicle classifications such as “Premium Elite” are based on category standards; however, specific makes and models within that category can vary based on availability. We understand that in this instance, the assigned electric vehicle did not meet your travel needs, particularly for your planned trip to Sedona, and we recognize how stressful that situation must have felt given your time constraints.

Regarding electric vehicle range and charging infrastructure, while EV specifications are publicly available, we acknowledge that customers reasonably expect the reserved category to be suitable for typical regional travel. Your feedback highlights an important concern about clearer communication related to EV range expectations, local geography, and charging availability. We are reviewing this internally together with our Phoenix Supplier under Ticket #360452..

We also regret the reported wait time and any feeling that you were pressured into upgrading. Upgrades should always be presented as optional solutions when a customer prefers a different vehicle, not as a forced outcome. If this was not your experience, we take that concern seriously.

We understand you have escalated the matter and are requesting a rate review. We welcome the opportunity to formally re-examine your rental charges and the circumstances surrounding the vehicle assignment.

We appreciate your feedback, even when critical, as it helps us identify areas where we must improve.

Sincerely,
HB

Resposta da NU Car Rentals

24 de fev. de 2026

Dear Karin,

Thank you for taking the time to share your feedback. We are truly sorry to learn that your experience did not meet your expectations and that it left you feeling this way.

We understand how frustrating it must have been to feel that the resolution offered — including the future rental credit — did not provide the value or reassurance you were hoping for. This is certainly not the level of service we strive to deliver.

In order for us to review your case thoroughly and determine whether there is anything further we can do to assist, 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
4. Pickup location / destination airport

We appreciate the opportunity to look into this matter and sincerely regret that your experience led to this outcome.

Sincerely,
HB

Resposta da NU Car Rentals

Atualizado em 6 de abr. de 2026

Dear Emilie,

Please see the response below provided by our SJU Affiliate.

"According to the contract review, the customer purchased third-party collision insurance through an online booking portal. This type of insurance is not accepted by our company, as it does not meet our coverage requirements and is not under our control, given that it is offered independently by the website and not by us.

At the time of vehicle pickup, the customer was informed of our insurance policies and available coverage options. The customer then chose to purchase collision and vehicle protection insurance directly from our company.

Additionally, the customer declined the use of the toll pass required for highway travel at the time of pickup. However, upon return of the vehicle, it was determined that toll roads had been used, totaling $4.20 (six tolls at $0.70 each). In good faith, we applied a standard toll service charge as if it had been accepted from the beginning, rather than enforcing the $150.00 penalty outlined in the rental agreement.

Regarding the third-party insurance purchased through the booking platform, the customer must contact Expedia directly to request any applicable refund. As stated in our terms and conditions, third-party insurance policies are not accepted by our company.

We appreciate your understanding and remain available for any further clarification."

Sincerely,
Haidee

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

Dear Emilie,

Thank you for taking the time to share your feedback. We are genuinely sorry to hear that your experience did not meet your expectations and that there was frustration regarding the insurance and toll policies.

We understand how concerning unexpected charges can be, especially when they significantly increase the overall rental cost. Please allow us to clarify that insurance and toll policies vary by supplier and location. In Puerto Rico, rental providers often require coverage that meets their specific protection requirements, and not all third-party insurance policies are accepted at the rental counter. These policies are set by the local operating company and are typically outlined in the rental terms and conditions provided at the time of booking.

Regarding tolls, Puerto Rico’s toll system is plate-based (AutoExpreso), and most rental vehicles are automatically enrolled in a toll program. Because tolls are electronically linked to the vehicle’s license plate, customers are generally unable to use personal transponders. The toll package and associated service fees are intended to cover administrative handling and ensure uninterrupted travel through toll roads.

That said, we truly regret that these policies were not clearer to you prior to arrival. Transparency is extremely important to us, and we appreciate your suggestion encouraging travelers to confirm toll and insurance requirements in advance. Feedback like yours helps highlight where clearer communication is needed.

To review your rental in detail, we will coordinate with our Puerto Rico Affiliate about these charges under Ticket #359904.

We appreciate your feedback and wish you the very best in your future travels.

Sincerely,
HB

Resposta da NU Car Rentals

Atualizado em 25 de abr. de 2026

Dear Dante and Beth,

Based on the rental documents, you agreed to sign up for the Loss Damage Waiver and the Roadside Service Plan by putting your signature on the following paperworks.

1. Signed Rental Agreement
2. A printed copy of the agreement, which you signed using a pen

We do apologize but the charge remains.

Sincerely,
Haidee

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

Updated Response:

Dear Dante and Beth,

Thank you for providing your rental details.

Please be advised that your case has been forwarded to our Phoenix affiliate for further review. We will keep you updated as soon as we receive their response.

Best regards,
Customer Support Team

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

Dear Beth,

Thank you for sharing your feedback. We are truly sorry to hear about your experience and apologize for any confusion regarding insurance coverage, incidental holds, and additional charges. This is certainly not the standard of service we aim to provide.

We take vehicle condition, accurate billing, and clear communication very seriously. It is concerning to hear about the miscommunication regarding insurance and the issues with the vehicles’ condition. We also understand your frustration regarding the claim of an extra rental day and apologize for the inconvenience this caused.

We would like the opportunity to review your rentals in detail and work toward a resolution. To assist us, could you please provide the Rental Agreement number for the second vehicle, as well as the full names of both of your sons? This will allow us to coordinate with our Phoenix affiliate and investigate thoroughly.

Your feedback is important to us, and it helps us improve our services to prevent situations like this in the future.

Sincerely,
HB