Lost and Found Process Overview for NÜ Car Rentals
This document outlines the procedures for handling Lost and Found inquiries at PHX, DEN, and SLC locations, as well as Customer Service (CC) responsibilities.
Lost and Found Policy
Section 9 of the Signed Rental Agreement (Your Property) states that the renter releases Nu Car Rentals, its agents, and employees from all claims for loss of or damage to personal property left in the vehicle, service vehicles, or offices. This applies regardless of whether the loss or damage was caused by negligence or other factors.
If you lose personal items during the rental, the company does not assume responsibility for them.
How to Assist a Renter with a Lost Item
Relay the Information
Once the description is obtained, the assisting Customer Care Agent should forward the details to the rental location. The location team will then confirm if the item has been found and surrendered to Lost & Found.
Gather Details
Ask the renter for a clear and detailed description of the lost item, along with the last known location where it may have been left.
Example:
“It’s a pair of brown Oakley sunglasses in a black case, left inside the center console of the vehicle.”
Proceed by following the shipment guide for confirmed found items.
PHX Location Shipping Procedures
PHX Lost & Found Shipping Procedure
If a renter contacts us regarding a lost item, please instruct them to do the following:
- Provide a Prepaid Shipping Label and Box
- The renter must send a prepaid shipping label along with a box or envelope for us to enclose the lost item using any preferred service (FedEx, UPS,etc.).
- They must select the appropriate size of the box/envelope based on the item’s dimensions.
- Prepay Shipping Costs
- All shipping costs from the PHX location to the renter’s address must be prepaid by the renter. We cannot cover shipping charges or accept COD deliveries.
- Include the Following Information in the Package or Email:
- A detailed description of the lost item (e.g., brand, color, size, any unique identifiers).
- The rental agreement number for reference.
- Once the Renter has been informed, just notify the following by emailing Jesse@nucarrentals.us and CC the following:
o Jana Aquino <jana@nucarrentals.us>
o Paul Rodgers <paul.rodgers@nucarrentals.us>
o Joanna Lucio <joanna@nucarrentals.us>
o Emmanuel Rodarte <rodarte.emmanuel@nucarrentals.us>
o Mikaela Davidson mikaela.davidson@nucarrentals.us LOA
If….
If the item left behind will fit inside an 8×10 mailer, it qualifies for free packaging, but they will still need to provide the prepaid shipping label. Please note, however, that this option does not include insurance coverage.
If the renter needs the location’s assistance in shipping and charging the account, relay it by emailing the same email list above, and they will communicate with the renter.
SLC Location Shipping Procedures
Update – 10/30/2025:
When providing the renter with a prepaid shipping label, please ensure it is issued only through UPS or FedEx.
Kindly advise the renter not to use USPS, as it may cause delays or tracking issues.
- Instruct the renter to:
- Provide a prepaid shipping label and a box for the location to enclose the lost item.
- Prepay and send an envelope or box for the item.
- Prepay the shipping cost from SLC to their address.
- Include:
- A detailed description of the item.
- Their rental agreement number.
- Once the Renter has been informed, just notify the following by emailing SLC@nucarrentals.us and CC the following:
- Josh Godfrey (Main Contact for lost and found) – josh@nucarrentals.us
- Dale Stewlow – dale@nucarrentals.us
- German Andrade – german@nucarrentals.us
- Chan Heng – chan@nucarrentals.us
- If….
- If the renter needs the location’s assistance to ship and charge the account, relay it by emailing the same email list above, and they will communicate with the renter. (SLC, Josh, Dale, Chan, and German).
DEN Location Shipping Procedures
- Instruct the renter to:
- Send a prepaid shipping label to andrew@nucarrentals.us.
- Include:
- A detailed description of the item.
- Their rental agreement number.