DENVER INTERNATIONAL AIRPORT, COLORADO -- We arrived to the car rental place and were greeted by a very unfriendly Rep, Amber. She barely acknowledged us and said, "License and credit card." She then proceeded to say that they only have upgrades as they were overbooked. We've been used to this in traveling so I said, "Ok great, we'll take a free upgrade!" She said, "Uh no, you have to pay." I explained how I didn't understand why we'd have to pay as our reservation was made weeks ago and confirmed the price we'd pay at pick up. We arrived right on the time we said we would, so what's the problem?
She looked me straight in the eye and said, "You are not getting a car unless you pay for the upgrade." She was very unpleasant so I requested to speak to a manager because I knew this wouldn't get anywhere; which of course there wasn't one - so she handed me a piece of paper with phone numbers on it. I asked if I could use her phone and she said they had no phones.
I called the number, and while I waited, Amber walked away to the other room and proceeded to say, "Oh these clients ugh..." - there was no door - we could hear her... when Amber eventually came back and I was still holding, I asked her how much more the car would be - $70 ADDITIONAL a day, which is about $300 MORE than what we were quoted (almost $600 for the trip). I also asked how many people she had to upgrade tonight - she said ALL of them.
When the phone was answered, I explained the situation to the Rep, Daniel. He said he couldn't believe they were trying to make me pay extra for their overbooking issue. He couldn't get ahold of the manager because it was past 1am but he got ahold of his manager. They tried to create a new reservation with an upgraded car online so they could change the price to what we were promised. They couldn't find any cars at this location (they were low but had vehicles - maybe they were too low to book online.
In the end, he tried but said he couldn't do anything (his hands were tied) and I would just have to speak to the location manager the next day. He apologized a ton and said he couldn't believe what was happening (me neither, Daniel!). A different gentleman, Len **, then tried to assist us but reiterated we would have to pay to upgrade. He was MUCH friendlier - a smile and manners go a long way, Amber. In the end he just said we would have to wait and be patient and MAYBE a car would turn up that was smaller so we wouldn't have to upgrade. By now, it's almost 2am.
Knowing this was a lost cause, we booked an Uber. We had already seen people sitting, waiting for cars and several others that just paid for the upgrade but were super upset about it and got a follow up phone number. To clarify - they had cars. They were literally making people pay upgraded pricing for the cars they had in stock.
I went back in, said we got an Uber and asked Len ** to please ensure our reservation was canceled as we didn't want any charges going through. He said Amber had all our info and would do that. I'm now super worried she will do something malicious based on her attitude towards us. Did I mention we are now stuck for 4 days without a vehicle?!?! THIS HAS GOT TO BE ILLEGAL - false advertising with reservations that get people in the door; then we are stuck and most prob opt to pay (A WHOLE LOT MORE).
SAN FRANCISCO, CALIFORNIA -- I booked a rental via carbooking.com. I explicitly ordered a Jeep Cherokee so I could use the standard 4-wheel drive. I ordered a booking now ahead of time, thus putting full payment down. I go to pick up my SUV at the SFO rental place. They inform me that no Jeep Cherokee are available even though I explicitly ordered the car paying full price ahead of time. They then inform me that the available options are a RAV4 or a Jeep Patriot, neither of which are 4-wheel drive.
I ask why my reserved SUV is not available. The man helping me was very nice but he was unable to answer my question. Instead he tells me his manager says that if I want the car that I thought I ordered, I had to pay an upcharge of TWICE what I paid originally. I was basically extorted money for Fox's lack of car supply. Either they didn't have the car they promised me or they knowingly mislead me on their listing.
I ended up having to pay the money for a Dodge Durango (full size -- way bigger than I needed) because of lack of other options. I am so angry and disappointed by the switcheroo Fox did and vow never to use this rental company again. I also intend to write multiple negative reviews and inform my work and acquaintances never to use this rental service under any circumstances. In short, prepaid for specific car, wasn't available, gave underqualified substitutes, forced ridiculous pay increase to get what was originally advertised. Please do better than screwing people over.
DENVER, COLORADO -- This was the worst car rental service ever. Arrived at Fox Rent A Car at Denver Airport, and discovered a long, long line to talk to an agent. After 2 hours in line, they could give me a car, but I would have to wait outside with all the folks ahead of me for the car I reserved... about another hour from what I observed. The agent offered me an upgrade for an extra $30/day to get a car right away, so I accepted this offer.
I did not voice my frustration, but I heard others voice some slight frustration and ask for a discount for all the time they waited, but they were answered with rude comments like "what did you expect" or "I don't need to put up with your customer comments". The car was fine, but horrible, horrible service.
LAX, CALIFORNIA -- I rented a car on the 28th of July at the LAX facility. While I did inspect the car all across on the outside, I didn't take a look at the gas tank when I was on the lot. Usually when you rent a car, you expect them to give you a car with a full gas tank. In my case it was half empty. However I realized this after having driven for approx 5 miles. Since I didn't realize it on the lot I didn't take a photo then and neither could I take one later as I was driving and my phone was in one of the bags.
I did call in their customer service representative on 8/2 and she wasn't willing to give me a refund. I did tell her that since they stock cars that have a full gas tank and half empty tanks on the same lot and in the same space their process is flawed. While she agreed this may have been my experience, she wasn't willing to give any refund. In short, I ended up getting a car for which I paid a lower rental but eventually got stiffed due to a car with a gas tank full. I of course filled it completely when I returned the car back in.
SAN DIEGO, CALIFORNIA -- July 2017 - I took my elderly mother to San Diego for vacation. When we walked in to confirm the reservation, the representative was quite rude. Made it clear she was annoyed. During the process, she must have checked her Facebook 10 times! She was so unengaged that several times I had to say ok I'm ready for the next screen.
We get outside to get the car and the man that checks you out says the car isn't clean so he's having someone bring one down. I promise you we waited almost an hour! Mind you the lady he asked to bring the car down for us brought at last three cars but never brought down the mid-size SUV I reserved! I spoke to the manager that was in the booth and he made it clear he didn't care! I warn you, DO NOT RENT FROM THEM! Take heed to the messages left here.
MESA, ARIZONA -- Booked the 2 door Dodge Coupe online and at the time of pick up I asked for 4 door instead. The lady tried to charge me $150 extra to give 4 door car. I did not want to pay extra so I decided to keep 2 door. Later, they never had 2 door available. They gave me 4 door for the same price. It was sad. Lady tried to charge extra money knowingly that they have 4 door. Also, they took $150 deposit but refunded $140.76 only. I thought probably it was some toll. Now they are billing me $7.50 toll plus another $15 administrative fee. They just want to steal your money somehow.
TAMPA, FLORIDA -- We booked a car at a price of $685 but when we tried to collect it the price had gone up to $1600 plus they wanted to charge me 680 dollars for extra insurance (basic). They told us that the price quoted was without any insurance so we had to pay $2280. So we said we did not want to car and suddenly the price came down to $1200... Unbelievable! We still did not want the car and returned to the airport (Tampa). We went to Thrifty car hire and got the same deal with an upgraded car for $720 (28 days). AVOID FOX car hire like the plague. They are CON MEN.
LAS VEGAS NEVADA, ILLINOIS -- I have made the mistake before and thought I would try Fox car rental in Las Vegas one more time. I pre-paid a month earlier and reserved a Mustang convertible. Upon checking in after I already explain to the desk clerk, "I am not going to take all of the extras that you always try to force everybody to buy so let's just cut to the chase and finish renting me my car."
I already also explained that I had written a formal letter to corporate complaining about the clerk and next to him and she was extremely rude and trying to force you to buy additional insurance and wrote it in huge letters across the contract refuse to take insurance just to intimidate me. Rock story short, my cure heard about was not available and they put me in a substitute car which should've crashed. Have the money but refused to give me a refund for the difference.
SAN DIEGO -- Back on Dec 18, 2016 I reserved a premium car. On May 13, 2017 I arrived at San Diego to pick up my car and was told all they had for me was a Toyota Corolla, or a Sonata. My husband is 6'4. Go figure. The same date I ordered the car I paid for a navigation system. We were going to Mexico. The navigation system keys only 3/4 works. So we were screwed again. The car was so filthy with dried chocolate on the seats, filthy floors front and back, you could write your name on the dash, windshield, and car itself.
I look 5 days later at my rental agreement that Jerry ** filled out and gave me all folded up. He forged my signature 3 times on the contract. I even ask the lady that we returned the car to look at my driver's license and passport if that looked anywhere close to my signature. The answer was no it doesn't. The little SB needed to go to jail for forging my signature. Don't ever rent from FOX. This place needs to be put out of business for their poor practices.
FORT LAUDERDALE-HOLLYWOOD, FLORIDA -- Before signing the rental contract make sure you read and understand all the added fees which can bring your total bill up to $100+ more than you would expect and what your reservation was confirmed for. I was told these extra fees are for unlimited turnpike tolls...
After disputing the charge I was refunded $90 - Later I was sent a bill for $5.38 of tolls for using the Florida Turnpike and charge $60 for processing fees (This is outrageous and clearly a scam)... Check in to pick up the car. Lasted about 45 minutes after a 15 minutes bus ride from the airport since the rental check in counter is not located at the airport but rather about 10 to 12 miles towards Fort Lauderdale. Not a good experience. As usual it doesn't pay to go for the cheapest.