Fox Rent A Car

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You Have to Read this to Believe It
Posted by on
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.

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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.
     
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trmn8r on 05/06/2011:
The Wrangler is and always has been a gas hog. You'd think such a stubby vehicle would do better, but perhaps it suffers from poor aerodynamics.

Those gas policies are a scam, in my opinion. I still fill my car up before returning it.

A very key detail I see missing is the time that you arrived on April 17. Did you arrive before 9am? Seems to me your chief complaint is being stuck with the gas hog Wrangler, assuming you arrived before 9.
I'm Done With Fox Forever on 05/09/2011:
Hi TRMN8R;

Yes, we did arrive before 9:00 AM. Thank you for mentioning that. We arrived at their San Diego location at 7:30 AM.

You're right about the gas scam. Live and learn.

My chief complaint is that no one at FOX cares about their customers. It infuriates me!
Journey01 on 07/30/2013:
Always check reviews when the price is over-the-top competitive... and I was thinking about renting a car from them in my up-coming trip to Las Vegas. NOT?!!
Frequent traveler on 12/12/2013:
Do Not rent from this company.....EVER! I have given them a chance 3 different times and have yet to have a positive experience. No one seems to care for the customer.
Larry on 06/18/2014:
DO NOT RENT FROM FOX RENT A CAR, THEY CHARGED ME 58 DOLLARS MORE THAN MY TOTAL BILL WAS SUPPOSE TO BE. DO NOT RENT FROM FOX !!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Shadia Hasan on 08/13/2014:
This was hands down the worst customer service we have ever received. We were charged almost $200 over the agreed car rental price. There are numerous hidden tax charges and the the company lures people in with a lower weekly rate then their competitor. I will do my very best to let everyone I know to never do business with this company again. Upon returning the car the staff would not even help me out. I had to fight them about charging me twice for gas. My contract seemed to be the only one missing from their file. I am in the process of fighting the charges but the company is so shady there is really no reputable person to deal with. My advise again is to never give this place your business.
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Beware Of Fox Rent A Car
Posted by on
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.
     
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JaxonSmith on 06/13/2014:
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JaxonSmith on 06/13/2014:
I have explain so many article of this site in which some of them were very interesting and inspiring.This article has good title with good description.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Terrible From Start to Finish (And Then Some)
Posted by on
Rating: 1/51
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.
     
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trmn8r on 08/20/2013:
The reviews for Fox are horrible. I would never use them.

Threats of violence aren't the way to solve anything, except for possibly a street fight. Take note - if your bffe beats someone up, he will go to jail.
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Never Again Will I Use Fox Rent A Car At Any Location
Posted by on
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.
     
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trmn8r on 07/12/2011:
Sadly, a company CAN'T instill moral values in its employees. That happens at home, during our formative years. It doesn't sound like you can prove an employee too this cash, which is something to keep in mind. It would be nice if they got back to you with a status though.

What I would take away from your complaint, and should be useful to others, is they gave you a filthy car. You say it drove like it was "going to fall apart". What were the symptoms?

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Worst Rental Car company in the world
Posted by on
Somebody said he does understand why people are so pissed off at Fox Rent-A-Car. I would venture to guess he either works for the company or has never actually rented a car from these shysters. We booked a car through Travelocity for a guaranteed price, but when we got there they were extremely rude and pushy trying to up-sell us to bigger vehicles, higher insurance rates, you name it. They even lied saying our VISA would not cover the insurance (which does) or that my wife would be unable to drive it unless we bought their insurance (which is not only pure nonsense, but would have cost more than the actual car rental). By far it was the worst experience I have ever had renting a car.

Most places you walk in, get the keys and walk out. Not with Fox. There was not another customer in the place and it still literally took us an hour before they would quit leaning on us to take an SUV, buy additional insurances or add additional features and actually "do the deal" on the car we booked. After a while I was starting to get totally pissed off and ended up saying "look, just let me have the car and get out of here, I really, really do not want this other crap." Then, when they printed out the invoice, it was much higher than the price I had booked it at. I argued with them and flat out refused to pay until they honored the Travelocity total price. At that point they said "sure, we'll adjust the invoice and reprinted it." Today, looking over my VISA statement, I find that they went ahead and charged my card at the higher rate anyway. What scum!

To top it off, the car is in poor repair and handles very badly. It obviously needs some front end work. Also, it appears that they had rented it to a heavy smoker and the whole vehicle reeks and the interior windows are glazed with a sticky haze (from the tobacco smoke). They did perfume the heck out of it, but that just made the smell worse. So now we're driving around in this smelly overpriced wreck that pulls to the right and somebody says they can't understand why people are so pissed off at Fox Rent-A-Car. Get real dude.

Oh, and another weird issue. We waited at the airport for well over an hour for their shuttle (all the while watching ALL the other rental car shuttles go by like clockwork every 10-15 minutes. Part of their rational for not honoring the price booked through Travelocity was because "we were an hour late picking up the car." I nearly came unglued when they came up with this one. I told them "you've got to be fricken kidding me - we are an hour late because your shuttle was late and you want to charge us?" DO YOURSELF A FAVOR. RENT FROM ANYONE ELSE BUT THIS COMPANY!
     
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Anonymous on 01/09/2011:
Dispute the overcharge with your credit card....definitely sounds like a bad time...
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Overcharged, Baited and Switched, No Response to Complaint. AVOID FOX
Posted by on
Rating: 1/51
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!!!!!!!!!!!!
     
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Paul on 12/15/2013:
Fox has horrendous customer service, but I don't agree that the customer can name their own discount when things go wrong.
azRider on 12/16/2013:
I think you should have just said no thanks, and called someone like Hertz or enterprise. Someone bigger than fox. then field a dispute with the card company.
in the hour you waited for them to fix it, you could ave called someone else, had them pick you up and gotten a bigger car.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Horrible. Non-existent customer service. Hidden fees!
Posted by on
Rating: 1/51
UNITED STATES, CALIFORNIA -- I will never use Fox Rent a Car again in my life, if I can help it. Here is exactly why.

1. 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 up---and then NOTHING.

2. Rude and impatient at the SJ Airport. Rude and impatient on the phone at the toll-free numbers.

3. 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.

4. 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.
     
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cmthru on 09/20/2013:
I believe you are not a resident of the US. Hopefully where you reside there are credit card protection laws. If you can proceed you need to dispute at least the toll crossing charge when you no longer had the vehicle.
Soaring Consumer on 09/21/2013:
Contact your bank and have the unauthorized charge removed/chargedback as a fraudulent billing.
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StarStarEmpty StarEmpty StarEmpty Star
Look Elsewhere
Posted by on
Rating: 2/51
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.
     
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Poor customer service & hidden fees
Posted by on
I was told that car was going to be $143.61 per my reservation conformation paper work. At the time I decided to add insurance. Total of bill should have been $203.61 plus tax and fees. I did this for the feeling of safety and to not have any delays on our short trip. I was sold this insurance by being told-even if I get a flat tire they will come give me a new car and I can drive away instead of waiting for it to be repaired. This is why I bought the insurance.

Instead I was scared, unconvinced, and treated rudely by YOUR STAFF.
Then to continue on—after getting home finally instead of a “I am sorry”—
I got charged for $271.12.

This was an unexpected stress and I did not need on my vacation traveling with my family, let alone the extra charges is unacceptable.

1. YOUR CAR died on me in a major intersections leaving us forced to push is out of the way and holding up traffic with my child in the car I was deeply concerned for her safety. When I called your customer service (Pete) department and ask to exchange car they told me I needed to drive another 300 miles to exchange car? I told him what I refused and was scared for my family for it doing this again and he made it clear there was nothing he can do for me I can only trade it in. I was SO UPSET I was in shock and my trip was ruined after this point. This was two scares and all I could do is rush home at this stage out of fear.

2. YOUR CAR oil light came on.

3. YOUR CAR engine light came on.

4. YOUR CAR had no windshield water to clean windshield, which was a danger to me forcing me to again stop and clean the windows and have to put a little water so I was not in danger from bugs hitting window and having no way to clean for clear view or in the event of rain? Did I get an apology from YOUR STAFF, NO instead I got charged.

5. YOUR car had no antenna? Just another reason to be disappointed.


     
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trmn8r on 06/02/2011:
They told you that the insurance covered coming to your location to give you a replacement in the event of just a flat tire?

That's amazing insurance, or it sounds like it is.

I've seen several bad things about Fox. Maybe the people who haven't had trouble don't write. I'll add this to the stack.
Slimster on 06/02/2011:
Sounds like "rent a wreck" where you can get an older bomber of a rental car for a cheaper rate. You didn't mention the location or number of days you rented so I might not be of much help here - that being said, if you have any "powers of pursuation," I'd be on the phone and ask for supervisors out the wazoo until I got at least a portion of your rental fee back. Good luck !
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Worst Car Rental Experience Ever
Posted by on
COSTA MESA, CALIFORNIA --
Worst experience EVER with a car rental company. Made arrangements through Expedia, mistakenly assuming that the influence of the large company would somehow guarantee at least adequate service.

Although I called Fox before leaving on the trip to inquire about procedures at the Santa Ana (Orange County, CA) airport, no one told me that you need to use the touch screen computer INSIDE THE AIRPORT (after we hauled all our bags outside to the shuttle area) to "automatically" call Fox Rent-a-car's shuttle service. We were then assured that the shuttle arrives every 10 minutes (then why bother to call via touch screen?) AFTER 30 MINUTES the "every-10-minute" shuttle arrived.

After a quick check-in, the counter clerk told us our car is waiting for us out around the first building in a dimly-lit parking lot in space #8. Haul all our bags around the first building to find......only invisible cars in space #8! Not having an invisible car driver's license, I went back inside, leaving wife & daughter in the dimly-lit parking lot. Counter clerk walks to car-cleaning garage to find out that our car is still being cleaned and will be ready in less than 5 minutes. TWENTY MINUTES in the dimly-lit parking lot later, I walked back in to the counter clerk to inquire whether there was an alternate car we could use, since we had used up all our fun & party time standing around like dopes in the dimly lit parking lot. Finally the car comes out of garage, and although car cleaning crew had seen us standing there for 20 minutes, the car cleaner drives the car to THE OTHER END OF THE PARKING LOT and jumps out without a word to us. Another car cleaner walks out to do the pre-inspection under the single light bulb near the checkout booth......after we haul all our bags from one end of the parking lot to the checkout booth.

Service with a smile!

Upon returning the car.....in broad daylight, the lot attendant found a small scratch at the base of the front fender near the wheel well.....that would have been virtually impossible to see in the one light bulb checkout booth when we picked up the car. We inquired about the shuttle service, and the attendant turned the other way and walked back to the office, saying something to the invisible people in space #8 as she walked away.

Service with a smile!

After chasing her back into the air-conditioned office, she said the shuttle will be arriving soon "out there" (pointing "out.") By the garage, in the street, in the parking lot? "Out there." Do we need to stand outside in the 95-degree heat to make sure the driver sees us? "No, just look for him 'out there.'"

Service with a smile!

Shuttle arrived, we walked out to the street....driver left to go into the air-conditioned office. Help load all the bags! Hah! You're on your own....wife, kids and all. Driver leaves motor running but the interior of the shuttle is an oven. Oh well, when we get moving, he'll turn the AC on. Driver gets back in, not a word to anyone inside, closes door, drives off. After a minute or so, I ask another passenger......"feel any AC on your side?' Put hand by fan vent.......no AC! Great! I'll get to lose all that extra water-weight I put on at Disneyland! 15-minute trip to the airport in 95-degree heat with Mr. Friendly with no AC and of course, none of the windows roll down.

Help unloading the bags at the airport? Get real!

Service with a smile!

If you need a dose of "anti-Disney, anti-happiest-place-on-earth" attitude, be sure to check out the Santa Ana airport Fox Rent-a-Car!
     
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wyatt1881 on 05/14/2011:
Yes, Fox is pretty bad. I rent cars constantly and have had good luck with Alamo (although there is always someone ready to complain about ANY company).
B on 08/10/2014:
Terrible Customer service. I noticed several charges on my account. So I called in to find out and dispute the additional charges. I encountered two customer service reps. One seemed very immature. I explained the issue I had and at that point he began playing games on the phone. Randomly asking me to hold on for minutes at a time. After about 10 minutes he seemed to struggle with my question about the charges or the math. From there he said if you have a problem with call billing tomorrow. I asked him to repeat he did and then he hung up on me. I called back and no one would answer the phone. I called another office and encountered a woman who was not very polite either, but she did get the job done. Overall I will probably not give this place my business very unprofessional. This experience also showed me that as a consumer you place yourselves and your money/credit cards in the hands of the company and they have the power aggravate to frustrate, and inconvenience you significantly. In my experience a place that does its work well, and offers good customer service provide a much more pleasant experience.
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