2.0
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.Reviewed 28 Sept 2026
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2.0
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.Reviewed 17 Sept 2026
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4.0
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.Reviewed 15 Sept 2026
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2.0
An upfront recitation of restrictions....especially those not common in the area. NU asked that we not leave pavement.....Wyoming has a LOT of unpaved roads. We canceled our resevation upon learningof the restriction. This caused a lot of lost time and hurried booking elsewhere. Not a great way to start a vacation.Reviewed 1 Sept 2026
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8.0
Great service, the car was perfect. The pri e was amazing, with both of my cara in the shop, having this price was perfect. I literally needed a car to go back and forth to workReviewed 27 Aug 2026
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2.0
I had a terrible experience. I arrived at 8 AM, their posted opening time, to return my rental, but no employees were there and the gates stayed locked until around 8:30 AM. The shuttles didn’t start until after 9 AM, leaving several customers stranded and causing us to be over an hour late to the airport. I had to pay for an Uber to avoid missing my flight. Their two shuttle system is also extremely time consuming and can take over two hours. I was charged $30/day for a protection plan despite being told I couldn’t decline it, and the charge was applied again after I returned the vehicle. Getting help was nearly impossible because their phone lines all automated and don’t connect to representatives and their listed emails were invalid as well. Felt very shady and extremely unprofessional truly terrible experience.Reviewed 21 Aug 2026
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6.0
it was less exoensive but they did not have the car we booked and then tried to upsell hardReviewed 17 Aug 2026
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2.0
Nice car for value but passenger inside seat was dusty and had dog hair on it. By the time we realized it we had already loaded the back with luggage and 2 kids car seats. Plus, after you stand in line for 25min to get the car, you really don’t want to go back inside and try and get a new car. We asked someone for help and they directed us towards the car wash but we declined. We used his rag to attempt to clean. I later got to our destination and cleaned it myself. Would not rent from here again. Also, they have very small buses to get to the airport. So, you may be waiting for a second bus to come. Would not rent from here again.Reviewed 11 Aug 2026
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2.0
I purchased insurance through your online process. When I went to pick up the car, there was no such insurance, so I had to pay for insurance twice and now I have to scramble to get my money back from the insurance company you link to. It's a scam.Reviewed 5 Aug 2026
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4.0
Don’t be lured by the low price, you get what you pay for and everything else is an add-on Staff not friendly Car originally booked unavailable, had to pay extra for different car Office hours for pick up did not align with available time slots Must purchase insurance or pay for issues out of pocket Toll road surchargeReviewed 30 July 2026
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2.0
In my view, this company appears to be engaging in deceptive practices. I booked a car through Kayak at a very competitive rate, but when I arrived to pick it up, the company refused to honor the reservation price. They claimed I was required to purchase additional insurance because my existing coverage is from Canada, even though my policy fully covers rental cars in the U.S. and I also have supplemental coverage through my credit card. I have rented cars in the U.S. many times and have never encountered this issue with any other rental agency. I also heard other customers, including those with U.S. insurance, raise similar complaints, which suggests the company may be using this as a way to charge customers more. In the end, I paid ten times the amount I had reserved. I do not believe this company should be listed on Kayak’s website.Reviewed 26 July 2026
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2.0
Ghetto, felt like a scam center. They charged $1000 holding fee and gave me too large of a car. NOT in the airport. Closes at 12:30 so had to sleep in the airport before getting to it. Got there, waited 45 minutes for terrible service. In the end, I just gave up and took an uber to a different car rental facility. It was such a scam and not worth the $100 savings. (And I’m usually a huge cheapskate and risk taker)Reviewed 24 July 2026
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