FT LAUDERDALE, FLORIDA -- We reserved an SUV in Oct 2014 for Dec 28 2014. Upon arriving we were told that they were overbooked by 700 cars due to 3rd party reservations. We were told that the only car available was a Toyota Corolla! !! They still had cars in the lot but would not budge on the Corolla. We ended up going into a Chrysler 300 for a huge up charge. We were told we would receive the 250.00 deposit back when returning the car. We returned the car 3 days early and were due a credit for that. Our credit was 260.31. We were ripped off in every sense of the word. Also, they were nearly impossible to be reached by telephone.
If we had not prepaid we would have gotten on to a bus and been taken to several different car rental places until a car was available. Many people were inconvenienced. TOTALLY SHYSTER OPERATION
SAN DIEGO, CALIFORNIA -- Below you will find a letter I sent to the President of Fox Rent a Car, Mike Jaberi, more than 24 hours ago.
My letter describes our experience with his company in agonizing detail. I am posting this because I have not heard back from ANYONE at "Slimy Like a Fox Rent A Car".
I know it's lengthy and I apologize for that. I needed to make sure it was all detailed. I hope this helps you. In hindsight, spending the extra money with a reputable company would have been very wise. After all, you get what you pay for.
As an aside. In my "after the fact" research on Fox - as I was trying to recover from buyer's remorse - I found that Mr. Jaberi and his senior managers were sued in 2006. In a nut shell, they installed GPS tracking devices in vehicles. In the small print - each customer who traveled out of California and three surrounding states would be assessed a $50.00 fee and $.35 per mile penalty for going out of the area (despite the fact that they paid for unlimited mileage.) Nearly every customer was charged and fees averaged $400 per customer - more than the cost of the rental. The People of the State of California sued and won. What dirt bags.
May 5, 2011
Dear Mr. Jaberi,
I am bringing the following information to your attention as a courtesy before I "tweet", blog, review, etc. my experience with your company.
I reserved a car with your company to be picked up after 11:00 pm on April 16, 2011 in San Diego and returned April 26, 2011 in Los Angeles.
On April 16 our flight from Buffalo, NY to San Diego was seriously delayed. I phoned your customer service center twice - once at 1:00 pm (est) and once at 5:00 pm (est) to inform your representative that our flight was delayed and we would not be picking the car up on time. Each time I asked whether or not I needed to provide my reservation number and name. Each time I was told "no" that our reservation would be held until 9:00 am (pacific time) the next day - April 17.
On April 17 we finally arrived in San Diego and made our way to your rental office. The customer service representative told us that our reservation had been canceled. When I told him I called and tried to change it, he said he was very sorry but he was currently "sold out".
My husband and I spent the next 30 minutes negotiating with him. Amazingly, he said he could free up a Jeep Wrangler and figure something out for the poor slob who would be his next customer (he didn't use those words but it was clear.) However, it would cost us an additional $50.00 per day. For obvious reasons we were not happy with this arrangement. When we objected, his next offer was to "figure something else out" and agreed to give it to us for an additional $20.00 per day.
I don't know if you ever spent nearly 36 hours in airports with two teenage girls but I can tell you at that point I was willing to accept this arrangement. My husband was not. I spoke with my husband and assured him that I would contact your customer service office after the trip. (The calls I made to your office were stored in my cell phone.) I was sure that I could recoup the difference after I spoke with someone in customer service.
When I mentioned these details, your agent interrupted and agreed, at last, to give us the Jeep Wrangler at the same price we were supposed to pay for a full size car - a base rate of $166.24 for the week - despite the fact that our trip was one day shorter than when I reserved the car. Having no knowledge of what was to come, I let that go.
We hesitated on the Wrangler, only because we were doing a lot of driving - up and down the coast and we were concerned about the gas mileage. Your agent assured us the Wrangler did as well as a full size car - 25 miles to the gallon and we would love it. He also explained your pre-paid gas policy. Pre-pay one tank of gas at your rate - $.30 a gallon less than the going rate and bring the car back with an empty tank.
Off we went.
The first mis-statement was that the Wrangler gets 25 miles to the gallon. Absolutely not. We drove from San Diego to Sequoia National Park and then down to Los Angeles. The best we did was about 18 miles/gallon.
We returned the car in Los Angeles on April 26 and our total cost ended up at $443.33 - a significant difference than what we expected.
Looking at the details I had two concerns - the extra day we paid for and the prepaid tank of gas.
We were charged $4.20 per gallon and paid $94.50. This means we were charged for a 22 gallon tank. So, I did what any concerned consumer would do. I completed the feedback form your team sent me on April 28. I did not hear back. I waited about a week and called your customer service office. The woman I spoke with spent about 15 minutes telling me that the gas price ($4.20) and the tank size (22.5) added to $94.50. I patiently tried to explain to her that "I KNEW THAT" but I also knew that a Wrangler has an 18.6 gallon tank and the highest gas prices in Los Angeles (according to the US Dept of Energy) topped in at $4.38 per gallon. You do the math.
When this woman didn't budge, I asked to speak with the Customer Service Manager. I was transferred directly in to his voice mail. I left a message explaining my problem. I waited two days and I did not hear back. I called again today (at 11:45 AM eastern time) and asked to speak with the customer service manager. The woman I spoke with told me he was on another line and would call me as soon as possible.
Now, it is 1:32 PM eastern time. That must have been one long phone call. This brings me to you.
I find this entire experience unacceptable and I pray you do as well. I can be reached by phone or email. My phone number is XXX-XXX-XXXX. My original reservation number was XXXX-XXXXX. If I don't hear from you I will assume that you agree with your customer service team.
Thank you for your time.
LAS VEGAS, NEVADA -- First of all - the Fox rental location is not at the Las Vegas airport. It took us forever to figure this out. We drove to the airport rental car location and couldn't see a sign for Fox anywhere. We eventually found an address and realized that it's miles from the airport. When you book online, you choose the Las Vegas airport as the only location.
We finally figured out where to go and arrived at the counter and had to wait (which is normal) quite a while. There were employees helping other people and when they left, so did the employee. We were stuck with one old guy while all the other employees stood around and chatted. The man who helped us was incredibly slow. We were with him for over an hour (which we'll never get back). We were told that the vehicle we had booked was not available (shocker).
Coming from another country means that we are not used to driving the massive vehicle that we were given. When we originally booked online the price we were quoted was $600 less than what we ended up being charged. The gentleman at the counter did try to find us discounts where he could, but in the end we paid so much more than what we thought we would. We ordered an infant seat and a child seat. After the longest hour of our lives we were brought to our car and given the seats. We were told that because of liability they couldn't help us install the seats. This was understandable, however they could not give us any information to help us. It was after 11pm at this time and after an hour wait we felt that this type of dismissal was unacceptable.
We had 2 children with their mother outside in the heat this entire time. The car seats in the US are different than the car seats in our country. Eventually when I got upset with an employee for not helping us at all he went and got a woman who came out and told us what to do. She didn't show us - she just told us. We asked how the infant seat would go backwards because we were having trouble with it and she said, "oh, none of our seats go backwards. Once the child is 3 months it can face forward." I'd like to point out that it is Nevada state law that the child must face backwards until 1 year. If we had been in an accident with the child facing forward - this post would look a little different. How the hell does a rental car employee not know the laws that govern the state he/she works in. This alone should because for a complaint.
We also closely inspected the car seat the next day after some sleep and saw that it was a rear facing seat. The man who had originally found this woman to help us watched her telling us and then said, "Oh, I knew that." Are you kidding me? We finally got everyone in the vehicle and were so happy to be leaving because we had now been at that god forsaken location for about an hour and a half. As we got to the exit gate, the young man scanned our paperwork and VIN and declared that we had to go back to the office. The vehicle we had been given needed an oil change and he couldn't let us leave. I told him under no circumstances was I going back up there and that he needed to call the guys up there. He tried calling twice and he said his managers weren't answering.
Reluctantly we drove back up. I found 2 gentleman dressed differently to the rest of the staff, both standing out the front. I asked them if one of them could go and get a manager because I didn't want to go back inside and wait in line again (and there was a much longer line at this point). They asked me why and I explained that we had been here for over an hour an a half, it was well after 11pm and we were given a vehicle we hadn't asked for only to have it need an oil change. The guy got totally defensive. "What do you want me to do about it?" he said. "I need to see a manager or I am going to lose it!" I said. Guess what he said? "I'm the manager." "You can take this vehicle or I can get you a new one." I reiterated that we had already been given a vehicle we hadn't asked for and that we had been on site for a very long time and were very tired and would like to leave. "OK, what do you want me to do?" and the way he said it was totally confrontational and dickish.
I said, "tell me that we can take this vehicle and the guy at the gate will let us leave." I was very frustrated at this time and I was completely shocked that the manager would not own this problem and try to help in any way. My boyfriend almost came over and beat the sh*t out of him for the way he was talking to me (take note, Fox Rent-A-Car Las Vegas manager - next time the guy may not have as much self control).
We finally got to leave. We called the Fox Rent-A-Car main line before we had to drop off our vehicle to make sure there wasn't anything we needed to know about at drop off (ie would we be stuck there again for another hour and a half and be late for our flight). The woman on the phone said, "I don't know, I don't work in one of the offices." She didn't offer to give our local office a call or to help us out in any way. Not everyone visiting the States has access to the internet to look up numbers for everything.
The car was dirty btw. When we were flipping the car seat the next day, so that a child wouldn't die when its spine was internally decapitated because baby's spines aren't fully developed when they're months old, there was all kinds of disgusting crap between the seats and around the seat-belt area.
Finally, we just emailed the Fox Rent-A-Car live chat to get a mailing address for their corporate offices. Corresponding with 'Brittaney' was more frustrating than it should have been and at one point she actually typed to me, "No, I never said that. You said....." when all the text was clearly visible as we were in an online chat. She told me there was no address and that I could call the office directly (even after I explained that I would like to have the office who oversees the Las Vegas office). She gave me an email address. I said again that I would like a mailing address. She gave me the manager of the Las Vegas location's phone number. Apparently she wasn't getting it. I should have written it like she was 5. Why would I want to write a letter of complaint to the person who treated us badly? Obviously he doesn't give a crap or else he would have helped us and his staff would be better at what they do. Every single point of customer service with this company was absolutely terrible.
When you're getting a quote online it will not be correct as all the options are not available online. The staff (apparently all of them) are completely awful and unhelpful. The manager should not be a manager -he acted like a defensive child.
Do not rent from this company. It is NOT worth the hassle.
TAMPA, FLORIDA -- We reserved and prepaid a 4-door car but ended up to downgrade to a 2-door car. The manager agreed to give us $35 refund for the inconvenience. But it was never honored. First they said we would get at return. Then the staff claimed the manager was not there when we returned the car, so we had to call them back after our trip. But no one ever answered the phone, nor return my message. Made a claim at BBB, FOX never responded to the claim! What kind of business does not care about their reputation at all! Such an dishonest business! Don't ever go to this place!
FORT MYERS, FLORIDA -- When you rent a car and it's dark and rainy and the car looks black to you and the next day It's green and you still point out 4 obvious imperfections that were not included on the contract does that company still have any credibility on their self inspections of their cars?
Fox rental company rented me a car. I pointed out that the car had 2 broken hub caps and a key mark down 2 doors and a quarter panel dent that they had to add to my contract. These were so obvious that I saw them at night in the rain. But then, I returned the car during the day and they said I owe the $275 for repairs to the paint for swirl marks that are obviously from them cleaning their car.
This was in Florida where there are bugs and sand everywhere. They neglect to admit it could have been from them cleaning the car and their poor inspections that could have caused this whole problem. Instead, the manager would rather lie to me and insult my intelligence by telling me they don't wash or buff their cars. That they only rinse them with water and let them air dry. Here take a look what do you think?
ONTARIO, CALIFORNIA -- Rented a 2 day car in Ontario, CA for $69, was told the office was open 4:30 AM for their shuttle, but no one was in the office 4:40. The yardman drove me to the airport which nice of him. Fox then charged by Visa $180 ($119 more than the contact) claiming they had to fill the gas tank which was filled 15 minutes prior to the drop off. This was a compact van and could not hold that much gas. Called, sent the email scan of the gas receipt showing the time of filling the tank at 4:28 AM and have had no response so had to use the Visa dispute process. I'm guessing someone knowing that no one was in the office filled their own car with gas.
Beware of this rental car company and the policies vs. practices. Their customer service is also the worst.
TAMPA, FLORIDA -- First: I rented a Luxury 4 door car like a Chrysler 300. The agreed upon fee would be $229 plus tax for a week's rental.
Upon arrival at the Tampa, FL Fox location, I was told "We don't have any luxury car available!" I expressed my surprise and dissatisfaction. "You'll just have to rent the Kia SUV," I was told. "For another $20/day!". I told the agent that Fox should not charge me any more, since this is what was agreed upon in my rental. "The boss will never allow that," I was told.
The agent left the area, and then returned, saying, "I can't believe it. The boss has agreed to let you have the KIA SUV at the same price!!"
They brought this little car around for us. I think it would fit in the back of my GMC Yukon XL at home!! All of this took an hour!!
Somehow, my three bags were stuffed into the small luggage space in the back, and a fourth bag placed into the back seat. The leg room for me, the driver, was marginal. I should have refused this car. But after the hour delay, and my desire to get on with our trip, I accepted this Kia SOUL "SUV".
I asked where do I call if there is a problem with the car. "We don't have road side service, unless you pay (something like) $21/day." I declined. I have never heard of a car rental company which charges for roadside help. I was repeatedly asked to purchase damage insurance and loss of use insurance. I explained that my own car insurance would cover the same, and my credit card would, too. The agent said that was unlikely.
(He was wrong!)
I was badgered to buy the tank of gas, "at a cheap rate,", but declined. I was warned that if I didn't bring the car back with the fuel full, I'd be charged over $6/gallon.
After one hour in this Kia vehicle, driving with my knees bent up in front of me....absolutely inadequate leg room for me...I had to have my wife do the driving for the rest of the week. One reason I rent luxury vehicles is for the leg room, as I am very tall.
When I returned the car, my receipt noted that any gas needed would have been charged to me at $5.21/gal.. But the tank was full.
When I called with my complaints, I was told the Fox could offer me a $35 refund....BECAUSE THE RENTAL COST OF THE KIA SUV WAS $35/WEEK LOWER THAN A LUXURY SEDAN!!!!!. So this was no refund for customer satisfaction!!! This was a refund which should have been applied at the Tampa location...I should have been notified of this at the time of the rental!!
So, considering all of these problems, I told the agent that I think FOX should refund me $100 off this rental. And the $35/week refund should be in addition!!
I was told to send an email detailing my complaints and I would get a response within a few days. Two weeks later, NO RESPONSE!. Tried to call Customer Service several times, and the call always fails after about a 10 second wait for Customer Service.
What a cheesy, crappy, unprofessional company! Burned once, but never again!!
I recommend that YOU SHOULDN'T TRUST A FOX!!!!!!!!!!!!
UNITED STATES, CALIFORNIA -- I will never use Fox Rent a Car again in my life, if I can help it. Here is exactly why.
Difficult to reach at toll-free numbers. Six tries. One success. Five disconnects. I believe they were actually hanging up on me. I kept hearing someone pick upand then NOTHING.
Rude and impatient at the SJ Airport. Rude and impatient on the phone at the toll-free numbers.
Billed at the same "rate" I was quoted, but BIG surprises when I came to return the car: all kinds of extra charges tacked on that we did not expect, resulting in double what we were led to believe we'd pay.
A full month after I returned my rental car, I received a charge on my bank card (that I used to pay for the car a month ago) for an unpaid toll crossing in New York -- WHILE I WAS IN OREGON AND DIDN'T HAVE THE CAR ANY LONGER.
In short: F*CK this car company in its ear. Their customer service is deplorable, and they do not bill as they lead you to believe. Their insurance and handling fees are twice as high as anyone else's. They not only do not honor their advertised discounted rates, but they are so hard to reach, it's almost like they don't even have an office.
This place is a sham and a scam.
My advice: stick with the well-knowns, like Enterprise, Budget, Hertz, and so on. These guys have never "steered" me wrong, but Fox should be called F*cks. Not Fox. They're awful, awful, awful.
NEVER USE THIS COMPANY - YOU ARE GAMBLING. All reviews I've read have been 75% negative; 25% positive.
Mine was extremely negative.
Sorry Fox. . . hope your business dies soon, before you can soak even more of us.
If I could give 0 stars, I would. Fux Sux.
LAS VEGAS, NEVADA -- I rented a compact car from Fox Rent a Car in Las Vegas last week. The price was $16.00 cheaper than any other car rental in Las Vegas. But there is a catch. In Vegas, you take a 7 minute shuttle bus ride to the car rental center. There, they have numerous car rental agencies to pick up your vehicle. However, Fox is not located here. You have to take a second shuttle bus ride of about 10 minutes to the Fox Rental Center located about three miles south of Mandalay Bay on Las Vegas Blvd. South. Here is the catch. For some reason, they charge you $1.50 per day for the use of the second shuttle service. For one week, it is $10.50. So someone renting for a weekend would pay $3.00 while someone renting for two weeks would be paying an additional $21.00 to use the same shuttle bus back to the first car rental center. This is spelled out in the car rental agreement but as Jerry Seinfeld said, "Have you seen that agreement? It's like the Declaration of Independence!" So between the extra $10.50 plus the few bucks that you have to tip the second shuttle bus driver for putting your luggage on the bus each way, it would be cheaper and quicker to rent a vehicle from the first car rental center if you can get it within $15-20 of the Fox price. I say quicker because I was on line for almost 75 minutes waiting to pick up my car. It was so bad that when I was finally first on line, the tenth man in line offered my $30 to switch places. I couldn't wait another hour.
The reservation agent was very nice and the return portion of the journey was quicker only because I dropped my wife off at the airport with the luggage first and then returned the car. Like I said, if you can get a price within $15-20 of the Fox price go with the other company if they are located at the main car rental center location which I believe is on Gillespie Street. It will save you time and aggravation.
Being in the military, I have rented countless cars through my 30 year career and I must say without a doubt that my experience at Fox Rent A Car San Diego was my worst ever. I wish I had read all of the complaints about this company before I entrusted my business with them. I new I was in trouble when I had to request for the van that I was renting be washed it was filty dirty inside and out and they tried to give it to me. The agent insisted that it had been washed before. I feel that I am wasting my time now but I want to express my thoughts. When driving the van, it drove like it was going to fall apart. I tried to call the number on the contract and no answer so I just dealt with it. When I turned the van in, the agent insisted that the system works when essence the system is broken. The straw that broke the camels came after it turned in the vehicle. My relatives left me a cash donation in the van and tried to surprise me not knowing that I was turning the van in early the next morning before I would notice the gift or before they could talk to me to tell me about it aftet they reached the east coast. Unfortunately I turned in the van without knowing there was cash left for me. Almost immedidately after finding out, I tried for numerous hours to contact fox San Diego with no avail.
I called the lost and found and left a message. Their recording says they will follow up within 24 hrs. Not true!!! Today 7 days later I have not received a call. Finally I talked to a gentleman at fox San Diego and he said he would check in the van. He called me back and said he did not see the cash in the van but noted that he would leave a note for lost and found to call me the next day (wed).
I did not receive that call so I visited the office on thur morning and met with the manager and explained my story to her. She took my number and said that she would follow up with me after checking the security cameras and she gave me her ext. This is tues and I still have not heard from her. I tried to call her and of course I could not through to her. I know that cash is hard to retrieve and I would 100% better and would gladly call my family in fl if I would receive some feedback on my situation. I feel that the company is unprofessional and very inexperienced with zero customer service training. I know that my post will not receive any feedback nor will it deter future customers because customers like myself do not visit such sites until they have left at the altar by companies such as Fox Rent A Car San Diego. Words can not express how disappointed I am in how I was treated by this company. May be I have spoiled by the great customer service I witness during my 3 year tour in Japan recently. The vehicle would have been cleaned, they would have followed, and the cash would have been returned. I understand that we live in a society where $200 makes a huge difference in a persons life but fox should instill some morale values in its employees. I would be writing a different response on this site if I had gotten a call saying the my cash was in the office and to come by and pick it up. I am going to copy this post and post it on as many sites as I can just hoping that at least one customer will read it before renting a vehicle from this company. Needless to say I was not happy. If there were a star rating, I would give a 1/2 since the a/c did work. How about upgrading to sat radio fox. Come on we are almost in 2012. Get with your competition. I will stop now.