"The counter is where Nu's fees land — all of them, usually at once. None are surprises if you've sorted two things before pickup: what your card covers, and whether your location has a travel restriction. This covers both."
Nu's booking flow shows a base rate and a vehicle — that's where it stops online. At the counter you'll be asked about insurance, given a deposit figure, and offered a toll pass and fuel option depending on your location. These are standard rental mechanics at most suppliers, but Nu's franchise model means they arrive with less prior warning than at brands that walk you through them during checkout. A traveller who's sorted their position on the two biggest decisions before they arrive has a fundamentally different counter experience than one who hasn't.
The complaint pattern at Nu — consistently high on billing disputes and post-return charges across Trustpilot and BBB records — reflects what happens when the counter is the first time a traveller encounters these decisions. That's the gap this article closes.
What fees does Nu charge?
Most of what Nu adds at the counter is something you can decline. The deposit hold and the geographic restriction are the two exceptions — every traveller at every Nu location is bound by both. Everything else is a choice, though the counter is a faster and more pressured place to make those choices than wherever you're reading this.
| Fee | Typical charge | Risk | What happens |
|---|---|---|---|
| Loss Damage Waiver (LDW) | Varies by location and vehicle class | High | You can decline this. At US locations it arrives at the counter alongside the deposit decision — knowing your card coverage before you get there means the answer is ready when the question lands. |
| Security deposit hold | $300–$3,000 per Nu's published rental conditions | High | Can't avoid this one. The range is wide — $300 to $3,000 depending on vehicle class and rental length. It's a hold on your credit card, not a charge, but it freezes that credit from pickup until after return. |
| Geographic restriction | No charge — contract void if breached | High | Can't avoid this one — it's a term of the rental, not a fee. Some Nu locations restrict travel to nearby states. Leaving the permitted zone voids the LDW and can result in a tow at your expense. |
| Toll pass (SunPass / PlatePass) | $11.99/day per Nu's published rental conditions | Medium | You can decline this. A small number of travellers report being charged after declining verbally — ask the agent to note it on the contract before you leave the desk. |
| Under-25 surcharge | $15.00/day at some US locations (Nu published rental conditions) | Medium | Can't avoid this if you're under 25. Set by the local franchise operator — confirm the rate in your specific booking terms before pickup, as it varies by location. |
| Prepaid fuel — full-to-empty policy | Full tank charged at pickup | Medium | Depends on your location. You pay for a full tank upfront and return it empty — unused fuel isn't refunded. Applies at some Nu locations, not all. Ask before you drive off. |
| Off-airport shuttle | No charge — time cost only | Medium | Not a fee. Nu operates off-airport at Charlotte and Miami. Shuttle waits of 30–60 minutes each way show up consistently in traveller accounts — check your pickup instructions before you travel. |
Deposit range ($300–$3,000) and toll pass ($11.99/day) per Nu Car Rentals published rental conditions (Denver). Under-25 surcharge per Nu published conditions. Geographic restriction per location-specific T&Cs (SLC, CLT). LDW reported by US travellers via Trustpilot. Accessed August 2026.
Most complaints about Nu come from travellers who encountered these decisions for the first time at the counter. Someone who's already checked their card's rental coverage, knows the deposit range, and has their booking confirmation ready starts the counter conversation from a different position — at the same airport, the same company.
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How each fee works
The insurance decision
The Loss Damage Waiver is optional everywhere. If you decline it, you're carrying the risk personally — or through your credit card if it includes rental collision damage coverage. Most major travel cards do when you pay with the card and decline the counter insurance. Worth checking before you travel so the conversation at the desk is a confirmation rather than a decision.
At US locations the waiver is offered alongside the deposit, and the figures involved are high enough that it can feel like an urgent call. It isn't, once you've answered the question at home. If you booked Nu's Inclusive Rate Package, the LDW is already in your rate — check your confirmation email if you're not sure which rate type you selected.
Reading the tablet at pickup
Nu's counter runs on a tablet — add-ons are presented as a series of screens with initials rather than a printed contract you read through. The pattern in the complaint record is specific: travellers who verbally declined insurance were later charged for it anyway. A BBB complaint from April 2026 describes signing on the tablet, then receiving the printed agreement only after the deposit had already been collected — at which point a fuel discrepancy and unexpected charges were already locked in. The tablet is fast. That's the point.
The practical response is simple and works: slow down, read every screen before you initial, and ask the agent to print the full agreement before you hand over your card. If anything on the printout doesn't match what you agreed to verbally, don't sign. That's a harder conversation at the counter than at home, but it's the one that prevents a dispute three weeks later.
The deposit hold
Per Nu's published rental conditions, the deposit runs from $300 to $3,000 depending on vehicle class and rental length. It's frozen on your credit card from pickup until after return. Release is not guaranteed quickly — recent Trustpilot reports describe deposits held for weeks, with customer service unresponsive across multiple contact attempts. If you need that credit available on a specific timeline, that's worth factoring into your booking decision. Using a credit card rather than a debit card means the hold doesn't affect your actual bank balance while it's active, and gives you a chargeback path if the release doesn't come.
Geographic restriction
This is the one that catches travellers who've done everything else right. Some Nu locations restrict where you can drive the rental — not a fee, but a contract condition that voids the LDW and can result in the car being towed at your expense if you breach it. Salt Lake City limits travel to California, Nevada, Utah, Colorado, and Arizona. Charlotte permits only North Carolina, South Carolina, and Virginia. The permitted zone at your location may be different — check the specific T&Cs for your airport before you pick up, not just the general Nu conditions page.
The Nu Charlotte location review covers the restriction in detail for CLT, including what the contract language looks like. The Nu Salt Lake City review does the same for SLC.
Toll pass
At Florida locations and other toll-heavy US markets, Nu offers a daily transponder — SunPass or PlatePass depending on the state. At $11.99/day per Nu's published conditions (Denver), it adds up on a longer rental. You can skip it if you have your own pass or plan to pay tolls directly. If you're declining, ask the agent to note it on the contract before you leave the desk — a small number of travellers report being charged after declining verbally. The Nu Miami location review covers the toll pass mechanics at MIA specifically, including the admin fee that applies if you decline and then use a toll road.
Fuel option
Nu's fuel policy varies by location — some run full-to-full, others full-to-empty. Under full-to-empty, you pay for a full tank at pickup and return the car empty; unused fuel isn't refunded, which hurts most on a trip that ends up shorter than planned. Ask which policy applies at your specific location before you drive off. It's not a decision you can revisit once you leave the lot.
Off-airport shuttle
Nu operates off-airport at Charlotte and Miami. It's not a fee, but the logistics matter enough to plan around. Shuttle waits of 30–60 minutes each way appear consistently in traveller accounts at both locations — budget that time on arrival and at return. The shuttle stop location and pickup procedure are covered in the Nu Miami review and Nu Charlotte review for those airports specifically.
Under-25 surcharge
Nu operates as a franchise network, and the under-25 surcharge is set by the local operator — it varies by location. Some US locations charge $15.00/day, per Nu's published conditions. The rate at your specific airport may differ. It's applied on top of the base rate and won't be waived at the counter. Check the booking terms shown during checkout for your specific airport rather than assuming the rate is consistent across locations.
How do Nu's locations compare?
Nu's location picture splits cleanly in two. European and Middle Eastern locations — Prague, Brno, Belgrade, Amman — perform as well as any budget supplier in those markets. The US and Caribbean locations are where the complaint volume concentrates. Miami and Cancun aren't marginal underperformers; they're consistently low across review counts large enough to be meaningful. The same counter mechanics apply everywhere — the difference is how often something goes wrong with them.
| Airport | State / Region | DiscoverCars score | Reviews | Rating |
|---|---|---|---|---|
| Cancun (CUN) | Mexico | 4.4 | 82 | Below average |
| Keflavik (KEF) | Iceland | 4.8 | 130 | Below average |
| Sofia (SOF) | Bulgaria | 5.2 | 39 | Below average |
| Bucharest (OTP) | Romania | 5.5 | 60 | Below average |
| Miami (MIA) | Florida | 5.9 | 201 | Below average |
| Orlando (MCO) | Florida | 6.5 | 147 | Acceptable |
| Cagliari (CAG) | Sardinia | 6.6 | 129 | Acceptable |
| Denver (DEN) | Colorado | 6.8 | 46 | Acceptable |
| Las Vegas (LAS) | Nevada | 7.1 | 63 | Average |
| Santiago (SCL) | Chile | 7.1 | 51 | Average |
| Prague (PRG) | Czech Rep. | 8.0 | 904 | Good |
| Belgrade (BEG) | Serbia | 8.5 | 30 | Good |
| Amman (AMM) | Jordan | 8.8 | 13 | Good |
| Brno (BRQ) | Czech Rep. | 9.0 | 49 | Very good |
Nu Car Rental locations by DiscoverCars rating, lowest to highest. Locations with fewer than 15 reviews excluded. Source: DiscoverCars, accessed May 2026.
The score reflects the average unprepared traveller's experience. A traveller who arrives having checked their card coverage, confirmed the geographic restriction, and photographed the car at pickup starts the rental from a different position — at the same counter, the same location. The preparation changes the outcome more than the score predicts.
The verdict
If you haven't booked yet: Nu's prices are genuine, and the saving tends to hold with the right preparation. The most useful single thing you can do before booking is check the location score for your specific airport — Nu's variance is wider than most suppliers, and the airport matters more than the brand name. The Nu Car Rental review covers location-by-location guidance and when the saving is likely to hold up versus when alternatives are worth checking. If you're deciding between Nu and Fox, the Fox vs Nu comparison covers the price gap by airport and where each brand holds up. For what to expect from the deposit specifically — amount, timeline, and how to get it back — the car rental deposit guide has the full picture.
If you're already booked: Three things before pickup. First, check your credit card's rental coverage — most travel cards include collision protection when you decline the LDW and pay with the card. Second, find the geographic restriction for your specific location's T&Cs and confirm it covers your planned route. Third, check your pickup instructions if you're at Charlotte or Miami and build in shuttle time. At the counter: read every line before you sign, photograph the car before you drive off, and ask the agent to note any declined optional on the contract.
If you've already returned the car and there's a charge you didn't agree to: If you booked through a third-party platform, start there — they carry more leverage with the supplier than a direct complaint. Then contact Nu in writing with your signed contract and return photos. Give them one week. If that doesn't resolve it, a credit card chargeback with your documentation is the next step.
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- The LDW and deposit arrive together at the counter. Know your card coverage before pickup — both questions are easier when you've already answered them.
- Geographic restriction: check your specific pickup location's T&Cs for the permitted travel zone before you drive. Leaving it voids the LDW.
- Toll pass at Florida and other toll-heavy locations: if you're declining, get the agent to note it on the contract.
- Off-airport shuttle at Charlotte and Miami: allow at least 45 minutes each way in your schedule.
- Deposit release isn't always same-day. If you need that credit available quickly after return, ask about the timeline at pickup.
- Photograph the car before you drive off — exterior and interior. Timestamped photos are the most useful thing you can have if a post-return damage claim arrives.
Frequently asked questions
What hidden fees does Nu Car Rental charge?
The most significant are the security deposit hold ($300–$3,000 depending on vehicle and rental duration) and the Loss Damage Waiver offered at the counter. Both are predictable once you know they're coming — the deposit is mandatory, the LDW is a choice. Beyond those, Nu's franchise model means individual locations add their own layers: toll passes at Florida locations, a fuel option that varies by site, and an under-25 surcharge set by the local operator.
What is the geographic restriction at Nu Car Rental?
Some Nu locations restrict travel to a defined set of states. Salt Lake City limits travel to California, Nevada, Utah, Colorado, and Arizona. Charlotte limits it to North Carolina, South Carolina, and Virginia. Driving outside the permitted zone voids the LDW coverage and can result in the car being towed at your expense. Check the specific terms at your pickup location before you drive — the permitted area isn't always shown prominently during booking.
How much is the deposit at Nu Car Rental?
Nu's published rental conditions set the deposit at $300 to $3,000 depending on vehicle class and rental length. It's a hold on your credit card at pickup, not an actual charge — you get it back after return, though release timing varies. Using a credit card rather than a debit card keeps it from affecting your available bank balance.
I already booked Nu — what should I do before pickup?
Check your credit card's rental collision coverage before you arrive — most travel cards include it when you decline the counter LDW and pay with the card. Confirm whether your booking includes the Inclusive Rate Package (LDW already bundled) or a base rate. Look up the geographic restriction for your specific location. If you're picking up at Charlotte or Miami, check your shuttle instructions in advance and build in extra time.
Nu Car Rental charged me after I returned the car — what are my options?
Start with your booking platform if you booked through a third party — they carry more weight with the supplier than a direct complaint does. Then contact Nu in writing with your signed rental contract and timestamped photos from pickup. Give them one week to respond. If that doesn't resolve it, a credit card chargeback with your documentation is the next step.
Does Nu charge a toll pass fee even if you decline it?
A small number of travellers have reported being charged for the toll transponder after declining verbally. The most reliable protection is to ask the agent to note the decline on the contract before you leave the desk. That gives you a written record if the charge appears later.
