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Reservation was not honored, family of 5 stranded in the Dominican Republic
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SANTIAGO, NEW JERSEY -- I made a reservation through Travelocity for Aug 19 to Aug 30 for a Full Size SUV seating 8. Upon arrival at Santiago International
***published here https://fox-rent-a-car.pissedconsumer.com/reservation-was-not-honored-and-family-stranded-in-the-dominican-republic-201909051644980.html***

Airport in the Dominican Republic, I took the shuttle along with my family (Wife and three children, ages 8,5, and 1 year old) to the Fox Rental car off site location. I had done all my research on the Fox Rental policies for the Dominican Republic and was ready with the credit card Auto Rental Collision Damage letter. The first I noticed was that the rental lot had NO Full size SUV displayed, only a car and two midsize Hyundai SUVs. I then spoke with the person at the counter, showed him our reservation and he stated that they did not have any full size SUVs available, even though my reservation clearly stated Full Size SUV (ford explorer or similar).

The teller then explained to me that they only had a mid-size SUV and they could not assist with any other vehicle. I explained that I was traveling with a large family and luggage and that I needed assistance with a vehicle. He proceeded to attempt to rent me the mid-size at a higher rate then the full size. He stated that he could rent the mid-size vehicle for about $500, but that I would also have to pay the collision coverage for another $500.

I explained that I needed to speak to a manager. A manager came, I explained my predicament and told him I had looked up the rental policy on the Fox Rental Website which stated they allowed the Credit Card Collision Coverage as long as I had the written authorization letter from the credit card company. I had the authorization letter and presented it to the counter person and manager who would NOT accept it. They stated that we had to place a $4000 dollar hold on my credit card as collateral for the rental vehicle.

It should be noted that while I waiting my wife and kids were standing outside the agency office and we were not offered water or anything else while the attempted to get more money out of us for less than the agreed and booked rental. They stated they only the midsize, but as I waiting I was able to look in the back of their lot and can see clearly they had a Ford Explorer (what I had reserved). Again, clearly the tactics are to elicit a more expensive rental for less of a vehicle and they pump up the price of the collision insurance. For example, original rental booking was $500 but the their additional collision insurance would be an additional $500. Meaning a 11 day rental would have cost $1000 dollars.

I have traveled internationally before and I never had such an unprofessional encounter with a reputable rental agency. I am a US Army veteran with 23 years of service and have travelled extensively. The reason this feeback should be noted is that fact that I had my family with me. How is a reputable company going to leave a family of 5 with 3 small children stranded in the middle of the Dominican republic when clearly they had promised a large SUV and failed to maintain their end of the bargain? And made no attempts to rectify their mistake, short of attempting to hike up the price of a less than agreed upon rental.
I contacted customer service in the US who stated I should contact the Dominican Republic affiliate, which I did on that day. However, since the Fox Rental car is a US based company, with the Dominican Republic being an affiliate, it should be held to a high standard of customer service. I have rented from Avis and Dollar in foreign countries in the past with none of this issues.
Again, I'd like to remind you that it was you and your family stranded with baggage in the Dominican Republic you would like to make your opinion known, and have others read this review in order to be informed of the tactics used by the Santiago Fox Rental Car affiliate.
Ideally, I would like a corporate Fox agent address this issue with me directly and contact the Santiago affiliate in order to make sure other American families are not left unsafe and stranded. Luckily I speak Spanish and was able to rent from a local company on short notice. Others might not be so lucky.

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Fox Rent A Car
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MIAMI, FLORIDA -- The purchase I made online from Italy on the website, it seemed cheaper than the other. Confirmation for a total of $620.81 plus 150 security deposit. At the pick up of the car there was a young man of 35 years old who asked me if I was interested in the Add-Ons as for example additional insurances etc. I immediately answered NO in a very clear way. Then he told me about the All Inclusive Pass and I accepted it by reaffirming that I didn't want any other Add-Ons. He did not give me any documents to sign but pointed me a small pad where I had to sign to confirm these statements below that I would be the only driver of the car.

That I was to pick up the car full of fuel and that I had to return it full. That I gave my consent to the payment of the PlatePass for $9 per day. That I refused the additional insurances. That in case of damage caused to the vehicle because of my fault I had to pay up to $1750 debited directly on my credit card and to be refunded to the delivery of the car without damage.

At the end of my holiday I delivered the car full of fuel, flushed and in perfect condition. I asked the car return employee when my money would be refunded and she told me that I would get back only $150. I immediately protested in the office where they then showed me an account of 1768 $ where there were various additional insurances and related fees applied and that I could not get back.

There was also $41.59 charge for the fuel, even though I had returned the car full of fuel. I tried desperately to explain that it was a mistake but the time available was insufficient for me to stay there until the question was resolved, because I risked losing my flight back (It seems like a perfect strategy to take advantage of these situations). I had to take the taxi because I couldn't even wait for the shuttle bus.

During the booking on the site appeared very clearly to the left of the screen a detailed list of all the possible Add-Ons to buy so if I needed it I would have done it with all the calm and clarity I had at available. It would have been much more logical for me to make this purchase while booking rather than do it at 11.30 pm with the tiredness of 16 hours flight and the rush to get there as soon as possible to the hotel for the withdrawal of the keys.

If by chance there is my signature on an account or a contract where all those expenses are, this could only be the result of a very serious computer error, incompetence of the employee or an his attempt to take advantage from my trust in a "serious" company as the Fox Rent a Car. The clerk did not let me read it or gave me any documents that would display this alleged purchase. Certainly I also could not imagine the existence or asking for such a document. The signatures I made were not on printed paper but on a small pad and I still thought to sign only confirmation of the points that I listed above.

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Reserve a Car to Get You in & Then Force Upgrades
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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).

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Awful
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LOS ANGELES, CALIFORNIA -- AVOID FOX car rentals.
The negative reviews are accurate and wish I had taken note
Arrived at LAX and waited ages for shuttle bus.
Had to queue for over an hour just to get to the service desk. Booked a 'speciality' car. Do not be fooled thinking you will get one. Was told I would get either a Ford Mustang, Dodge Challenger or Chevy Camaro. This was confirmed in a chat transcript that one of these cars would be available. None there when we arrived and waited 90 minutes to be told this. Offered another car and told we could change it in Vegas!! We eventually agreed to this as the customer service was so poor. Drove to Vegas and changed car and found out they had sent us with someone else's paperwork! Picked up a Dodge Challenger which was as dirty as the first car but what we wanted so we took it. Not happy with all this so contacted Fox customer service 3 times requesting a manager called us. No call was received. We were in California for 3 weeks so when we returned to LA we called in at Fox branch. Whilst we were there we witnessed other people who had done the same as us (reserved a 'speciality' car) being fobbed off with other vehicles. Three couples were all bitterly disappointed - Fox did not seem bothered at all and told them to either take another vehicle or come back the following day.
We saw a manager and got a discount. However this did not make up for the loss of holiday time, messing around, queuing, dirty car and stress they put us through. Even the toll roads they tried to bill us for - the duty manager said he would get admin to call us - still waiting for that call. Ended up calling the toll company and explained that Fox were intending to charge us an extra $50-$60 for them to pay it on top of the toll charge. Next time we will use a reputable company.
Facts -
Queuing for over an hour to get a car to be told they had not got the car we had ordered and had been assured we would get
Totally disorganised
Not enough staff to deal with the queues and slow
Not getting car you reserved
Vehicles dirty
Poor customer service no call backs when requested and promised
Unable to contact the LAX depot due to lack of admin staff
The corporate number we had been given was a discontinued number
Dismissive attitude from staff, made to feel as though we should be grateful for being offered a vehicle we did not want or order
After a lot of hassle they offered us a discount on the rental which we have now received, however, the impact on our holiday it was not worth it.

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Ripped Off From Beginning to End
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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 ** OPERATION.

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Worst Rental Experience Ever
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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?

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Worst Company to Rent a Car From, Complete Scam!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LOS ANGELES, CALIFORNIA -- First of all, I thought my trip would be awesome as planned, took my uncles for a visit to Las Vegas, and then a visit to California. I had reserved a minivan for the California trip, reserved a car from Los Angeles on 4/22 and return it in San Francisco 4/24 for an awesome price of 139.00. As the moment we stood standing at the car rental pick up stop I felt something was wrong, there was a sign for each rental company on the bus, waited 20 minutes and no sign of Fox rental. Finally, it came, a small bus that says Payless/Fox, we quickly got on, we didn't have a lot of time to waste, for my uncles visiting United States for the first time from France.

When we arrived, I checked in and was asked "What insurance option did you want, the basic, the whatever and the full coverage?" There wasn't an option to say no, so I said "basic," and the guy ask me if I want to prepaid a tank for 2.89 a gallon, so thinking "hey that's cheaper than pumping it myself" so I agreed. I was totally wrong!! They charged me more than 50.00 for that tank, of a minivan?! It's more than my BMW which I pumped with premium. It was a total shock to see my bill ranged up to 455.00 plus deposit fee of 150.00, which has not been refunded to me yet.

So I booked a car for 139.00 and turned out to be 305.00 and it does not state clear what was charged!!! Very upset, I'm glad the reviews helped but it was too late for me to look up this company. I hope this review helps people in the future because the minivan I reserved has scratches and dents all over. When I returned it, the guy looked at me and ask if that dent was new. I said, they gave me a beat up car, and they only have one brand car, which is the Dodge minivan, in different colors, they don't have a pleasant smell, and it is not new cars. People should not rent from this company at all.

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Fox Car Rental Had the Worst Service of Any Car Rental I've Ever Experienced
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SEATTLE, WASHINGTON -- Traveled to Seattle to visit nearby Harstine Island. Needed a car to drive the ~2 hours to the Island. When we arrived at the rental car complex at about 11:30am the Fox car rental desk had a line with about 30 people waiting to get a car. None of the other car rental vendors had a line. They had sufficient staff, available cars and efficient process to move people through quickly.

After waiting about an hour to get to the counter and could finally begin the paperwork we were told that a "unit" (car) was not ready and to step aside for a few minutes so they could help other customers. I watched as 5 or 6 customers received a car but only after paying $150 upgrade. I had pre-paid the rental at a locked-in price (small economy car) of which they had run out so I guess they were going to make me wait until one was returned.

When I asked the attendant if a car was ready after having waited an additional 20 minutes as he helped other customers he told me his manager wouldn't "release" a car. The attendant next to him laughed and said "Fighting over cars for customers, huh". This seemed to upset the attendant working with me so he walked over to the manager and asked again if she would "release a car". She escorted him back behind a partition where I could hear a spirited conversation take place. This same scene played out several times over the next 15 minutes until they finally gave me a free upgrade on a car to get me out of there.

The attendant that helped me, to his credit, really tried to get me a car but his manager would not allow it as she wanted to reserve the cars for the customers she was helping. The entire experience was so unprofessional. I'll NEVER use Fox Car rental again. I'll pay considerably more for a Hertz or Avis to avoid the disaster that is Fox Car rental.

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Two Hour Wait, Walk Away With No Car
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAS VEGAS, NEBRASKA -- We rented a car from the Las Vegas Fox Rental Car. We will NEVER go through Fox Rentals again and suggest no one else does. We were in Vegas for the weekend and decided to fly our son in for his 21st birthday. Thought it would be a fun surprise to rent a convertible Camaro for him to drive for a day. Rented the car online 4 days before we left. No problem, yet!

We waited at the Las Vegas airport for the shuttle to take us to the rental car building. Waited at least 20 minutes for the shuttle. We were taken to the rental car place where we had to take another shuttle to the actual Fox building. We got off the bus and were greeted with over an hour long wait in line. We finally got to the front and were told many people were out sick. We were ok with that and the lady at the counter was apologetic and nice. She told us we may have to wait a few minutes for the guy to pull up the car outside. We proceed outside to a small shed. No one there.

About 5 minutes later and customers waiting, a guy comes slowly up and tells everyone all the cars need to be washed and cleaned and it was going to be at least 25 more minutes. There is a huge pile up of running cars with another guy walking around them slowly checking them in while taking his smoke break. No hurry whatsoever. My husband went back inside and ask to speak to the manager. The lady who helped us came out, talk to the two guys and proceeded to walk around the lot.

After another 20 minutes, she told us that the guys were too lazy to give people their assigned cars and had given away the two Camaros that they owned. They offered us a convertible Mustang that was buried behind the huge pile of cars that still needed to be checked in. We had reserved and paid for a Camaro and had waited there for over two hours, just to be told they didn't even have the right car. In the end, we walked away with no car for our son's 21st birthday, wasted 3 hours on a Friday night and ended up having to take a taxi ($25) to get back to our original car. I repeat, NEVER go through Fox Car Rentals.

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Do Not Rent From Here!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAS VEGAS, NEVADA -- Whatever you do, do not rent a car from this company! It may look like you are getting a good deal, but in the long run it will end up costing you! My husband and I reserved a compact car for exactly one week. We picked it up in Las Vegas, which was a nightmare. You have to take TWO different shuttles from the airport, and have to drive miles out of the way to get there. Then once you are there, you will have to stand in line for a ridiculously long amount of time.

I had purchased insurance through Expedia (where I booked the car from), but the woman at Fox told us that didn't really count as insurance and we would have to use theirs. She assured us that we could still cancel Expedia's within 24 hours of picking the car up, so we wouldn't have to pay for two separate insurances. This mistake was ours, since we believed her, when in fact we could not cancel our previous insurance.

Anyway, the woman told us to go and pick a car from Lot 5, but when we walked outside, there was only one car left in Lot 5 and it had a slip that said "no battery" on it. I refused to wait in line again so we just took a car from Lot 6 and nobody said a word about it. Everything was fine with the car, until we went to return it. I had booked it through Expedia to drop it off in Phoenix, but when we got there the guy said, "No, you are supposed to return it to Vegas." They ended up charging us a "drop-off" fee, which nobody had told us about before.

And then, a couple days after we got home, I noticed an additional $580 taken out of my account! I waited on hold for 55 minutes until I finally got through to their customer service department, and was told that they had "made a mistake." When they finally refunded my money a week later, they refunded that amount, but not my $150 deposit.

I tried calling them back, but they insisted they had refunded it and refused to give me the $150 back! So in the end, I was supposed to pay $28.77/day for the car (not including insurance), but ended up paying $57.57/day! It would have ended up being way cheaper if I would have just went with a reputable company! This company is a complete SCAM!

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Fox Rent A Car Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 119 ratings and
175 reviews & complaints.
Contact Information:
Fox Rent A Car
5500 W. Century Blvd. (Off Airport)
Los Angeles, CA 90045
855-571-8410 (ph)
www.foxrentacar.com
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