Reserved car not available. Placed in huge SUV (extra gas cost). State police ran license plate and it was uninsured. Told manager at Nu and he said go ahead and call the police, we have fleet cover... See more
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See what reviewers are saying
I have had a horrible experience. I recently rented a car in Salt Lake City and was charged 30% more for my rental for being 2 hours late on my return. I called them ahead of time to let them know and... See more
IGNORE THE OUTDATED ONE STAR REVIEWS HERE. I am one of the most frequent renters this Nu Car location has- dozens of cars rented over the past two years- ALWAYS A 5 STAR EXPERIENCE! The cars are n... See more
Company replied
Very disappointed in the 'fine print'. Lucky for me I was able to figure out why their rental was so cheap. If I would have traveled 'unlimited miles' and travelled into New Mexico as planned, they... See more
Company replied
Company details
Information provided by various external sources
NÜ Car Rental offers discount rental cars in over 29 countries including Europe, Central and South America, The Caribbean, Australia and New Zealand. NÜ Car Hire has the great rates, exclusive discounts and cheap deals
Contact info
72 N 2400 W, 84116, Salt Lake City, UT, United States
- 801-359-4269
1.7
Bad
100 reviews
Replied to 97% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Worst rental EVER
Reserved car not available. Placed in huge SUV (extra gas cost). State police ran license plate and it was uninsured. Told manager at Nu and he said go ahead and call the police, we have fleet coverage, I’m not offering you anything, including the additional insurance we paid for. Shitty, shitty company with zero customer service or concern.
April 14, 2026
Unprompted review
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I have had a horrible experience
I have had a horrible experience. I recently rented a car in Salt Lake City and was charged 30% more for my rental for being 2 hours late on my return. I called them ahead of time to let them know and I was told I would not be charged any additional fees. I was totally scammed by them, and I will tell everyone I know not to use them. Its bad business to lure customers in with prices and then scam them when it's time to pay. Not cool at all.
March 19, 2026
Unprompted review
Beware!! Deceptive practices from NU SLC
NU Salt Lake City is a poorly managed franchise! It is not on site (airport) like the reputable rental companies. There is a long walk, then a shuttle to the off-site counter. Only one person working the counter and a long line (up to half-hour wait). At the counter they pressure customers to buy additional services and when you decline, they will add them to the contract anyway. They then turn a small screen around for you to review all of the fine print, and pressure you to initial in a dozen locations electronically to keep the line moving. Their office and shuttle do not open until 8AM, so plan on taking an Uber back to the airport for morning flights. After the fact, I received an inflated bill with the charges for services I specifically told them I didn't want. They added it in to one of the fine print initial areas, highlight the line item and email it to you. Customer service will not provide information to escalate. Good luck chasing your money! Avoid the hassle - DO NOT RENT from this location - if you do - DON'T trust them, take the time to read every line of the contract!!!
March 17, 2026
Unprompted review
Reply from NU Car Rentals - Salt Lake City
Dear Gordon,
Thank you for taking the time to share your detailed feedback regarding your recent rental experience in Salt Lake City.
We sincerely apologize for the frustration and inconvenience you encountered. We understand how the offsite location, extended wait times, and limited staffing may have negatively impacted your experience, especially after traveling.
More importantly, we are very concerned about your report of being pressured into additional services and charges being applied despite your refusal. This is not acceptable and does not align with the standards of transparency and customer service we expect from our partners. We also regret the difficulty you experienced when attempting to escalate your concern.
Please rest assured that your feedback is being taken seriously and has been escalated to our Salt Lake City affiliate under Ticket #371801 for a thorough review of both the sales practices and the charges applied to your rental.
We will give you an update once we receive their response.
Kind regards,
Haidee
SCAM!!
SCAM!!! Started off with a low price on car and then claimed that because we’re renting the car locally then it is a $500 deposit. No mention on any deposit beforehand. Then a no refund policy if you paid before which doesn’t make sense at all. Complete scam
March 10, 2026
Unprompted review
Reply from NU Car Rentals - Salt Lake City
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
RENT HERE! ⭐️⭐️⭐️⭐️⭐️
I rent here OFTEN and I LOVE THIS PLACE! ❤️
They always honor their low prices, they don’t force extras on me, their cars are new and clean, and they have such cool makes and models!
In looking at the less than friendly reviews below, I’m guessing they are bots and bitter rivals. Ignore those fake reviews and listen to me- THIS IS WHERE YOU WANT TO RENT WHEN YOU COME TO SLC!!
⭐️⭐️⭐️⭐️⭐️
January 14, 2026
Unprompted review
Reply from NU Car Rentals - Salt Lake City
Dear Troy,
Thank you so much for your awesome review! 😊 We’re thrilled to hear that you love renting with us especially with our Salt Lake City Affiliate, and we truly appreciate your kind words. It's great to know you enjoy our prices, clean cars, and variety of models. We always aim to provide top-notch service, and your feedback makes it all worth it!
We’re so grateful for customers like you who keep coming back. See you on your next rental – we can’t wait to help you again soon! ⭐️🚗✨
Best regards,
HB
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A Surprise When I Rented From NU Car SLC Last Week
We are frquent renters from the SLC Nu Car Rentals agency for the main reasons others should rent a car here rather than any other rental car agency in Utah:
1. GREAT PRICES
2. CLEAN NEW CARS
3. AMAZING STAFF
4. SUPER FREQUENT SHUTTLE
Additionally, I must point out something new I noticed. This location is always clean and tidy looking. Has been since we started renting here a couple of years ago.
BUT in our most recent rental visist, I was so surprised and PLEASED to discover the lobby of NU Car Rental is decorated in beautiful holiday decor. It was SO NICE to arrive there during the holidays and find that this Nu Car location doesn't just rent great cars, they take the time to create a beautiful, festive environment for the customers. They didn't have to do this, and frankly, in my travels, most rental car agencies don't do anything to create a warm, friendly environment. I don't even recall thIS location doing this in the past. New owner? New management? Whatever changed, thank you Nu Car Rentals for your SLC location, and the joy it is to rent here. What a beautiful surprise. This alone makes me love you more and will keep us coming back for sure!
5 stars, A+!!!
December 8, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
Thank you so much for your positive feedback! We are delighted to hear that your rental experience with our partner in Salt Lake City was excellent. We are thrilled that our customer service was helpful and thank you for taking the time to share your experience. If you have any further comments or suggestions, please don't hesitate to let us know.
We hope to have the pleasure of serving you again soon and continue to meet your expectations. Thank you for your continued loyalty and for choosing NU.
Very disappointed in the 'fine print'
Very disappointed in the 'fine print'. Lucky for me I was able to figure out why their rental was so cheap. If I would have traveled 'unlimited miles' and travelled into New Mexico as planned, they would have charged me .50 cents per mile extra for my entire trip. This 'unlimited miles' but local (specific states only allowed) restrictions tactic should be considered a fraudulent practice.
December 8, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
We appreciate the time you have taken to provide your feedback. We offer our sincerest apologies for the inconvenience and frustration experienced especially the mileage restriction issue.
Based on our Salt Lake City's Terms and Conditions, Travel is only allowed in the states of Utah,Arizona, California, Nevada and Colorado,Idaho, Wyoming and Montana only. Violation of this restriction will result in a mileage charge of .50USD for each mile driven for the entire rental.
This has been mentioned in our website with the link below.
https://nucarrentals.com/print_policy?location=SLC
Avoid Nu! Go with recognized brand
Remember those companies back in the early 2000s that would give you a screaming deal only to kill you with the fine print?! Well any Rentals shows that “should have read the fine print” policy is alive and well! Booked my rental for $63.63, upon pickup agreed to the typical extra deposit in case of damages, returned the car in exact condition I received it (no scratches, full tank of gas, etc.) and then we charged $172 more! A bunch of fees that were in the small print. I could have gone with a bunch of other major/national rental brands for much less but that’s what I get for trying something “Nu”. Save your money and your headache, rent somewhere else!
November 11, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
We appreciate the time you have taken to provide your feedback. We offer our sincerest apologies for the inconvenience and frustration experienced during your rental process especially the extra fee issue.
Your concerns are of great importance to us, and we are eager to address the situation promptly. To gain a clearer understanding of the specifics surrounding your issue and to work towards a resolution, we kindly request that you contact our customer service team directly at help@nucarrentals.com. They are well-equipped to conduct a thorough investigation and resolve any concerns you may have.
When composing your email, please include the following in the Subject line: (The Primary driver's name) (Confirmation #) Trustpilot Review.
We sincerely apologize for the inconvenience you have encountered. Your satisfaction is our highest priority, and we are dedicated to rectifying this matter.
Thank you for bringing this issue to our attention. We look forward to the opportunity to restore your trust in the future.
Terrible experience
Terrible experience! I would never rent from them again. They are completely dishonest and will not work with you. We had a complaint and they hung up on us.
October 29, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
We appreciate the time you have taken to provide your feedback. We offer our sincerest apologies for the inconvenience and frustration experienced during your rental process.
Your concerns are of great importance to us, and we are eager to address the situation promptly. To gain a clearer understanding of the specifics surrounding your issue and to work towards a resolution, we kindly request that you contact our customer service team directly at help@nucarrentals.com. They are well-equipped to conduct a thorough investigation and resolve any concerns you may have.
When composing your email, please include the following in the Subject line: (The Primary driver's name) (Confirmation #) Trustpilot Review.
We sincerely apologize for the inconvenience you have encountered. Your satisfaction is our highest priority, and we are dedicated to rectifying this matter.
Thank you for bringing this issue to our attention. We look forward to the opportunity to restore your trust in the future.
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They charged me 4x the original rate…
They charged me 4x the original rate because the system put pm in vs am for pickup... I know I did an because the drop-off time was pm and I had to figure out military time to enter it. Also the front headlight was broken. I contacted them twice but they refused to make any adjustment .
October 21, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
Updated Response:
Thank you for providing your rental information.
To help direct your concern regarding the extra fee and the car’s headlight issues to the appropriate department, we kindly ask that you 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 your assistance and look forward to resolving this matter promptly.
Bait and Switch
From Priceline, we purchased a bundle with flights, hotel, and rental car from NU car Rentals. We reserved a small compact car. We called ahead to ask about the car insurance, and it was going to be about $100, and we were told we could pay when we arrived to pick up the car. Our flight caused us to arrive just before closing at the car rental agency. The rental agency only had luxury cars available. Priceline notes that you cannot cancel your car rental, it was midnight, and we had no other options, so we were forced to pay for an upgrade to the luxury vehicle, and the insurance cost MUCH more, so we had to pay an extra $431.06 dollars on top of our "bundle" package - or drive without insurance! The rental car company did not hold up their end of the deal, and Priceline says to contact the rental car company. It's a bait and switch. I can provide the invoice, and if NU Car Rentals would refund that amount (less the $100 that we expected), I would be happy to change my review to positive for standing behind the original bundle price. Budget is extremely important, and we were relying on the cost to be what we were told in advance. The car rental company should have honored the reservation and reserved a compact car, or they could have upgraded us and honored the original $100 stated for the insurance.
September 30, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
Updated:
Dear Bonnie,
Thank you again for sharing your concerns.
We sincerely apologize for the frustration you experienced during your rental. We understand how disappointing it must have been to arrive late due to a flight delay and learn that the reserved compact vehicle was no longer available, especially when you were relying on the original quoted pricing.
After carefully reviewing the rental documents under Ticket #250885, our records indicate that the additional amount charged was for the Loss Damage Waiver, which was accepted and signed for at the counter. No additional upgrade fees beyond the vehicle class difference and the selected coverage appear outside of the signed agreement.
While we completely understand your concerns regarding the unexpected cost, the charges reflect the coverage option that was agreed to at the time of pickup. For that reason, our SLC Affiliate is unable to authorize a refund of the amount in question.
We truly regret that this experience did not meet your expectations and appreciate you bringing it to our attention. Your feedback is valuable and helps us continue improving our service and communication.
Sincerely,
HB
You get what you pay for
I rented a vehicle through a Priceline which stipulates the vehicle provided is the supplier's choice. Since economy cars are usually considered the cheapest I assumed that's what I would get. When I showed up I was told all they had for me was a Dodge Ram pickup truck, but I could "upgrade to a full size SUV to get better gas mileage." I declined. When I asked if there really was nothing else I was told it was either the pickup truck or a 12-passenger van. While I can't be mad because it was the supplier's choice, deliberately giving people gas-guzzling vehicles and offering better fuel mileage with an upgrade is slimy as hell.
When leaving SLC I had an early flight so I showed up to return my vehicle a little before 6am. There were 3 other customers there as well. We all dropped off our keys and waited for the shuttle that's advertised to run every 15 minutes beginning at 6am. No employees in sight. We all waited until 6:25am and then I ordered us an Uber and we all left for the airport.
You get what you pay for.
October 7, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
We appreciate the time you have taken to provide your feedback. We offer our sincerest apologies for the inconvenience and frustration experienced during your rental process especially the car class and the dropoff issues.
As for the car class, please be advised that it is up to our Supplier what make and model they can provide to the customer during the pickup when you are choosing the XXAR or Super Saver.
On the other hand, our website shows that the opening hours of our SLC Affiliate under Ticket #250815 are from Monday to Sunday 8:00 AM TO 12:30 AM. Their shuttle only runs within these working hours.
We do apologize but no compensation will be provided.
TRASH COMPANY
When asked where the vehicle would be driven, we responded by saying "Either Cedar City, Utah or Seattle, Washington based upon the rules of NU." We were informed that because we SAID "EITHER OR BASED ON THE RULES" we could not rent a vehicle. Just a complete shit show of an experience. I wouldn't recommend this company ever, to anyone, for any reason.
September 2, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
We appreciate the time you have taken to provide your feedback. We offer our sincerest apologies for the inconvenience and frustration experienced during your rental process especially the geographic restriction issue.
Your concerns are of great importance to us, and we are eager to address the situation promptly. To gain a clearer understanding of the specifics surrounding your issue and to work towards a resolution, we kindly request that you contact our customer service team directly at help@nucarrentals.com. They are well-equipped to conduct a thorough investigation and resolve any concerns you may have.
When composing your email, please include the following in the Subject line: (The Primary driver's name) (Confirmation #) Trustpilot Review.
We sincerely apologize for the inconvenience you have encountered. Your satisfaction is our highest priority, and we are dedicated to rectifying this matter.
Thank you for bringing this issue to our attention. We look forward to the opportunity to restore your trust in the future.
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If I could get this negative stars
If I could get this negative stars, I would this car rental company, unprofessional and a nightmare to have to deal with stay away. Do yourself a favor and maybe the extra $20 and go with a credible reliable company. Choose to not go with a different company and decide to go with this one be prepared for disrespectful, unprofessional service, and aggressive upselling
August 4, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
We appreciate the time you have taken to provide your feedback. We offer our sincerest apologies for the inconvenience and frustration experienced during your rental process.
Your concerns are of great importance to us, and we are eager to address the situation promptly. To gain a clearer understanding of the specifics surrounding your issue and to work towards a resolution, we kindly request that you contact our customer service team directly at help@nucarrentals.com. They are well-equipped to conduct a thorough investigation and resolve any concerns you may have.
When composing your email, please include the following in the Subject line: (The Primary driver's name) (Confirmation #) Trustpilot Review.
We sincerely apologize for the inconvenience you have encountered. Your satisfaction is our highest priority, and we are dedicated to rectifying this matter.
Thank you for bringing this issue to our attention. We look forward to the opportunity to restore your trust in the future.
After a long day and flight it took and hour and a half before I got a car!
After a long day and flight, I went to the parking garage to the rental car area and found out that Nu Car is "off site" and you wait for a shuttle (every 15 mintues) It came after I waited 35 minutes. 15 people boarded my van. When I got to the rental car building I rushed in to beat the other 15 people, only to find ONE person working the counter. She told me my car was "unavailable" but was able to finally get me a car. It took 35 minutes before I had the car and was able to leave. So add about an hour and a half to your travels if you use them and be prepared for very poor customer service at the counter.
August 1, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
We appreciate the time you have taken to provide your feedback. We offer our sincerest apologies for the inconvenience and frustration experienced during your rental process.
Please see the resoonse below from our Salt Lake City Affiliate with Ticket #147036.
"We hope you are doing well. We sincerely apologize for the wait time. This is our peak season and at times the lines can be a tad bit long. Please note we will fully document this on their account. I hope you have a great day."
Awful experience
Awful experience. So many Hidden charges, unnecessary insurance, and duplicate taxes and surcharges. DO NOT USE THIS COMPANY!!!
We verbally declined all extra charges and yet we were charged almost 4X's the amount we were supposed to. We called customer service and were told they would not work with us to reimburse us for any of the hidden charges!
July 29, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
We appreciate the time you have taken to provide your feedback. We offer our sincerest apologies for the inconvenience and frustration experienced during your rental process especially the extra coverage fee issue.
We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
Your concerns are of great importance to us, and we are eager to address the situation promptly. To gain a clearer understanding of the specifics surrounding your issue and to work towards a resolution, we kindly request that you contact our customer service team directly at help@nucarrentals.com. They are well-equipped to conduct a thorough investigation and resolve any concerns you may have.
When composing your email, please include the following in the Subject line: (The Primary driver's name) (Confirmation #) Trustpilot Review.
We sincerely apologize for the inconvenience you have encountered. Your satisfaction is our highest priority, and we are dedicated to rectifying this matter.
Thank you for bringing this issue to our attention. We look forward to the opportunity to restore your trust in the future.
**READ THIS REVIEW** FIVE STARS FOR SURE!
IGNORE THE OUTDATED ONE STAR REVIEWS HERE.
I am one of the most frequent renters this Nu Car location has- dozens of cars rented over the past two years- ALWAYS A 5 STAR EXPERIENCE! The cars are new, clean and better makes & models than other rental car agencies in the SLC area.
The staff at the rental desk and even the shuttle driver are all SO KIND, so friendly, and so professional.
Rent from Nu Car ONE-TIME and you'll be hooked like I am!
July 21, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
Thank you so much for your positive feedback! We're thrilled to hear that you had a great rental experience with our Salt Lake City Affiliate. We're delighted that you found our customer service team helpful, and we appreciate you taking the time to share your experience. If there's anything else you'd like to share or any suggestions you have, please feel free to let us know.
We look forward to serving you again in the future and continuing to meet your expectations. Thank you for being a valued customer and for choosing NU.
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Don’t rent from Nu Car Rental!
Don’t rent from Nu Car Rental!! I had initially pre paid for 15 days through Travelocity, but ended up only needing the car for 10. I asked at the counter upon pick up if it wouldn’t be a problem to return it early and only pay for the 10 days. The gal at the counter said no problem, but you have to go through the Travelocity people for that. I later found out that they don’t refund for early drop off. In addition, I had agreed to purchase the glass and tire insurance because the gal at the counter said I would be responsible for replacing them if any damage (even a windshield chip) happened. I also upgraded to a mid size SUV for additional 16.00/day and I opted to pay for the pre-paid fuel (huge mistake). As I was getting back to return the car after 10 days, I called customer service to ensure that I at least wouldn’t be charged the full 15 days on the upgrade & glass/tire insurance. At first the guy on the phone tried to tell me I would have to pay the 15 days & no refunds or changes, etc. It took some time for me to make him understand my question, at which time he had to go check with someone else. In the end, I only got charged for the upgrade & glass/tire insurance for the 10 days, but still had to pay the initial 15 day charge that was prepaid. Even worse, they base all the additional % taxes & fees on the price that includes the full gas tank charge, which I was not told would happen. It came out to a difference of $102 dollars! In the end, I ended paying an additional $436 for a car I returned 5 days early! I called customer service to dispute the additional $102.00 in taxes, and the person I talked to said there’s no way to rectify that charge. I’ll never rent from them again I’ll be sure to tell all my friends and family to do the same.
July 18, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
We appreciate the time you have taken to provide your feedback. We offer our sincerest apologies for the inconvenience and frustration experienced during your rental process especially the unused days and the extra charge issues.
We would like to inform you that the partial refund request has been approved and processed in our system. Kindly allow your bank or card issuer some time to reflect the funds in your account, as this is subject to their policies and the type of card utilized. A screenshot was provided with Ticket #152358.
Submitting Formal Complaint to Utah DCP for deceptive practices.
On July 1, 2025, I made a reservation for my wife to pick up a rental car from NU Car Rentals in Salt Lake City. The quoted price for a three-day rental was as follows:
Base Fee: $93.93
Taxes and Fees: $55.05
Total: $149.48
Upon arriving at the rental location, my wife was rushed through the check-in process by an employee who displayed various charges on a computer screen using abbreviations that were too vague to understand. When she inquired about the charges, the employee assured her that the majority of the estimated charge was a refundable deposit and that she should not worry about the total estimated charge. The final amount displayed at the bottom of the contract was $149.48, clearly labeled as "Renter's Payments." Trusting the employee’s explanation, my wife signed the contract.
However, after returning the vehicle on July 4, 2025, we were shocked to find that our credit card had been charged $451.30.
I contacted the NU Car Rentals Salt Lake City office to resolve the issue. Unfortunately, the employee I spoke with was unhelpful and dismissive. She refused to address our concerns, denied access to a supervisor, and declined to provide her name when asked.
We believe that the business practices employed by NU Car Rentals in this instance were deceptive and warrant investigation. Will file with Utah Attorney General's office as well as Utah Division of Consumer Complaints.
June 29, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
We appreciate the time you have taken to provide your feedback. We offer our sincerest apologies for the inconvenience and frustration experienced during your rental process especially for the extra fee issue.
We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
Based on the rental documents that was provided by our rental Supplier with Ticket #93372, you agreed to sign up for the Loss Damage Waiver, Roadside Assistance and an upgraded vehicle 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.
Absolute lies and scam at the counter
Absolute lies and scam at the counter. Said the car I asked for wasn't available--the plane landed a couple hours late but the print when I signed up said I had to pick it up within 24 hours. Then proceeded to show me a bigger car, which not only did I not want, but lied that the upgrade fee would be waived. Turns out it wasn't. Dishonest company through and through
Edit: I see your response. So, if you want to make things right (and for me to remove this review) you can refund the money you swindled
May 4, 2025
Unprompted review
Reply from NU Car Rentals - Salt Lake City
We appreciate the time you have taken to provide your feedback. We offer our sincerest apologies for the inconvenience and frustration experienced during your rental process especially for the upgrade fee issue.
Based on the rental documents with Ticket #80309, you agreed to sign up for the Upgrade fee 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.
Edit: Please see the response we received from our Supplier.
"Thank you for reaching out to us. Attached you will find the requested documents regarding rental agreement number SLC01-15147. The renter was over 6 hours late to pick up the rental. Per our terms and conditions it states that we will hold your car class for 2 hours anything after that is based on availability. The upgrade was agreed to and signed for on 2 documents. The charges are valid and will stand. I also attached his original reservation that shows what time they were scheduled to pick up. Had the renter reached out to us after the rental we could of helped him. The renter already did a charge back and we cannot further assist. I hope you have a great day."
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