TAMPA, FLORIDA -- Warning- Understand the fine print before you sign. Upon returning from a cruise we were waylaid in Tampa due to a huge snowstorm that hit the East Coast in January 2016. Our original flight home on SW was scheduled for Sunday 1/24 but they canceled and couldn't reschedule us until Wednesday 1/27. Fox was the cheapest rental we could find, so we rented until Wednesday. After calling SW multiple times we were able to schedule a flight into PHL on Tuesday from Orlando.
I returned to Fox and explained our situation. Vejay at the counter originally said the drop off charge in Orlando could be as high as $300 plus the early termination fee. Early termination fee??? Essentially they wanted to, and did, charge us a fee (daily) for an early drop off plus the original daily rate that we agreed to. After considerable dickering we settled on a total charge that approximately doubled our original contracted price. Vejay said, "didn't your salesperson explain the early drop off fees"? No! We felt as if we were being held hostage by an unreasonable practice that double dipped for the agreed daily fee plus an early drop off fee.
On top of this Fox gets the car back into their inventory for re-renting. A later internet search revealed this to be a common practice at Fox. Other renters have circumvented this practice by parking the car in their customer lot and calling them on the last day of rental. If you have their roadside assistance, place keys in car, park near Fox and call roadside assistance. Best advice, however, is to rent with a more reputable company. Lesson learned, cheaper is not always better!!!
LOS ANGELES, COLORADO -- Upon arriving at LAX, we waited for 40 minutes for a shuttle to take us to the Fox location. When we got there, the line was all the way out the door in the cold and took 3 hours to get to the counter. They had 3 agents helping customers. Nobody seemed concerned at all that there was such a long wait. If you know through reservations that you have so many, wouldn't you put on more agents to handle the load? After we waited 3 hours in line, then we had to wait 30 more minutes in the garage waiting for a car to be brought. It was absolutely the worst experience ever. Will never rent from this company again. It was absolutely not worth the few dollars that we saved.
TAMPA, FLORIDA -- From the word go I knew I was in trouble. My rental was in Sept 2015. The lady at the desk admitted she does not normally work in the front. She was struggling with the paperwork and the computer. It was late, I was very tired. Had I not pre-paid I would have moved on...
Well I thought I had pre-paid, but she added on all sorts, then would not accept my CC. She eventually phoned her boss. I was ripped off big time!! To add insult to injury, today (Nov) I received an invoice for a Toll I apparently did not pay? Where was the toll both?? Toll was $1.66 I'm told, and Admin cost $16. Are they taking the Mickey?? Rip off merchant! Avoid at all costs.
MIAMI, TEXAS -- BUYER BEWARE!!! SCAMS ABOUND. You may get the lowest price but they will figure out how to hit you afterwards. 1 month after renting, I received a "toll fine" notice complete with dates and times where I was never in the area. When I requested the official toll notice from the proper authority showing the picture of the vehicle at these alleged toll stops, of course they said they could not provide them. On top of that, these unethical people try to charge you $15 per fine in addition to the 70 cent toll.
So when you add up all these false toll fines that they offer no proof of actually happening, the bill for me ended up being $270 for $13 of fake toll fines. What a scam but what else would I expect from a business out of South Florida. Ironically, the credit card I used for the car had its number stolen and used while I was in South Florida. Coincidence? Stay away from this scam business and pay a little more for a legitimate car rental agency.
FORT LAUDERDALE, FLORIDA -- We recently rented a vehicle from Fox Rental Company at the Fort Lauderdale FL location, July 2nd - July 6th. We were given a quote FOR $235.00 dollars for 5 days. When we got to the agency we were charged a whopping total $505.88. This included a 44.37 addition for a pre-paid tank of gas and an ADDITIONAL $150.00 Damage Deposit.
When I asked to speak with a supervisor a gentleman came over and after I showed him the original quote he stated they were additional charges that were not included in the original quote and I should be glad to even have a car because it was 4th of July weekend. He stated it was FOX's practice to charge a damage deposit of 150.00! We were also charged 13.00 additional dollars a day for Insurance which we had declined!
The day we turned the vehicle in there were numerous customers waiting for cars they had been promised. The Bus driver back to the airport had an ATTITUDE! Refusing to help riders get their luggage onboard then took off with people still standing up. One lady fell trying to get to her seat and he refused to stop and help. Your whole operation I am sad to say just “SUCKS”. I can assure you I will never recommend or use FOX RENTAL in the future.
LORETO, MAINE -- Fox offers really low rates for their car rentals at the Loreto MX Airport, however, when you get there they have no cars. I was there for 12 days and they had no cars the whole time. As such, you are forced to book at one of the rental agencies beside the Fox booth for 3-4 times the cost of your 'guaranteed' rental. When I complained to Fox they said that the Loreto location is an agency so they are not responsible. Isn't that convenient?
LAS VEGAS, NEVADA -- Rented a car for driving from LA to Vegas. LA pickup was perfect. Dominique was very polite, knowledgeable & helpful. Dropoff in Vegas was a disaster. I was late due to circumstances beyond my control & was charged an extra $100. If you are reading this, then get the train, get a bus, hitchhike or sell a kidney on eBay to fund your travel! The consequences of doing so will be a day at the beach compared to what you have to deal with from these criminals.
LAX, TEXAS -- Found rates for rental car online. Picked a medium priced one and reserved. When the price reappeared it had increased the daily rate from $21 something to $31 something. Increase the total bill for two days from $62 to $87. Called to cancel reservation or amend and was told that the first rate quoted could not be found or the second rate changed. Something is wrong here and I can't be sure if the problem was promised discounts that didn't materialize or something more sinister.
TAMPA, FLORIDA -- First: I rented a Luxury 4 door car like a Chrysler 300. They 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 roadside 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!!!
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 and 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 **.
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 ** 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 ** 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.