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).
DENVER, KANSAS -- I found a car through HolidayCars.com, who then channeled me to Fox Rent-a-Car. The car I reserved wasn't there, so I had to change to a different one. Upon returning the car, I was told to leave the keys in the car and they would send a final bill. The final bill does not reconcile with what I was told I would be charged, and my credit card has been charged for even more than what my final bill shows.
Billing customer service was extremely rude and unhelpful. The agent would not even listen to my full question before telling me the mistake was on my end, or with Holiday Cars. Even after multiple attempts of repeating back to her what she had said, and then stating that her information did not address my concern, she would not listen. She insisted the problem was between me and HolidayCars (whose invoices show correctly). Horrible customer service, and no way to reconcile the bill. At the end of the day, the overbilling cost is not worth the frustration of repeated attempts to be reconciled.
SAN JOSE, CALIFORNIA -- We rented a car online from Holidaycars.net. We were forwarded to Fox Rent A Car. We paid $163.47 for eight days. Great price right? Lo and behold, when we got to the counter, the Fox agent said that it's company policy that all clients will have to pay a deposit of $1,000.00 to weed out people who will damage their cars. We already paid the cost stated above so we were stuck with Fox and didn't have a choice but to pay the damn “deposit” of $1,000.00 because they told us if we didn't pay it, we don't have a car.
We told them that they'll lose customers because of this policy to which they replied, they'd rather lose customers than destroy their cars. Buyers beware! This company should get out of business due to negligence to state this policy. It's downright fraudulently misleading and cheating the clients. I think we have the right to choose whether we want to transact business with any company and not be “choked” to do as they say. We're still in America aren't we? AVOID FOX!!! They better refund our deposit or they'll be looking at a definite LAWSUIT!!!
FORT LAUDERDALE, FLORIDA -- I rented a vehicle from this company through carrentals.com, our flight was delayed 2 1/2 hrs, landed in Fort Lauderdale at 12:46 am, their off airport rental office is open 24hrs, shuttle service also supposed to be 24hrs, made multiple calls to their customer service, redirected to voicemail and quickly disconnected. Waited for the Fox shuttle at FLL, never showed up, taken to Fox rental office by a very nice Sixt Car Rental shuttle driver who saw we had been waiting there for a long time.
Once in the office I was informed by the rental agent that the reservation had been cancelled because it was 3 hrs after the expected rental pick up, that I could rent a car but the new price was double of what I'd been quoted, I pointed out that it was only 11 minutes after which might not have been if they had picked up the phone, to which he replied "our phone doesn't work, calls are rerouted to our California office"; or if the shuttle had shown up on time, to which he replied "you're not 11 minutes late, you are 3 hours and 11 minutes late", obviously there was no need to further pursue this conversation. These crooks should be shut down.
ONTARIO, CALIFORNIA -- I went through Ontario Airport to rent a car and they charged me for the rental out front and took the money from my credit card in advance. When I got to my destination to pick up the car, Fox said we didn't get paid for the rental and insisted on me to pay for it again and way more than we agreed on when I rented the car from Ontario airport rental.
They gave me a car has 70000 thousand mile, when I got on the high way the car was shaking little then got real bad when I got into the mountains, it was the worst rental ever, like a nightmare. I tried to call Fox Rental I couldn't talk to anyone in person. After a few tries I got a hold of someone and they were rude. During the conversation I was hang up on.
FORT MYERS, FLORIDA -- I rented a car for a week from Fox Car Rental in Fort Myers in Jan 2016. Unknown to me, I incurred a minor traffic violation during the rental. Fox supplied an incorrect address to the company that processes citations for them, American Traffic Solutions (ATS). The result is I never received notice of the citation because ATS mailed it to some wrong address, not to me.
I had supplied my correct address at the time of renting the car. Neither Fox nor ATS attempted to contact me by phone or email either despite having those details. I had no idea a citation even existed until I received a demand for $410 from a collection agency, now much more than the original fine due to penalties and collection costs, 2 YEARS after the rental!! That's the first I knew of it.
I called Fox who passed me on to ATS. ATS confirmed the address they had for me was wrong, thanks to the incompetent staff at Fox who supplied them with a wrong address. I called Fox back and apart from a call center agent saying "sorry", they will do nothing to right the harm they have done to me, their customer. The cost for me to settle this is now the same as the week's car rental. I will not rent from this company again. Rent from this awful company at your peril. You will find out, as I did, just how "cheap" becomes very expensive in the long run.
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.
SEATTLE, FLORIDA -- Young grandson, in car seat in back, found a vial with pills - no safety cap- while I was in traffic on the freeway. "Look I found some mints"! Perhaps this vial was tucked into the seat and didn't pop up until his car seat moved a bit. I turned this into attendant when I returned car. He assured me he would take it to the office right away. I also notified customer service online. That was on July 2, 2018. I have yet to hear back from anyone concerning this potentially serious situation.
LAS VEGAS -- Made a reservation online with Fox with the pay now option. The site has their fees/cancellations rules listed. You'll be charged $70 for cancellation if more than 24 hours in advance. I cancelled my reservation more than 24hrs in advance but I am being billed my entire amount of rental plus the $70 cancellation fee. In a live chat with customer service they said they changed the policy a year ago. When asked why website does not reflect this they stopped responding without an answer.