TAMPA, FLORIDA -- We reserved and prepaid a 4-door car but ended up to downgrade to a 2-door car. The manager agreed to give us $35 refund for the inconvenience. But it was never honored. First they said we would get a return. Then the staff claimed the manager was not there when we returned the car, so we had to call them back after our trip. But no one ever answered the phone, nor return my message. Made a claim at BBB, FOX never responded to the claim. What kind of business does not care about their reputation at all! Such an dishonest business! Don't ever go to this place!
My wife booked a rental from Fox Rent a Car San Diego through their website for $85. Taxes and fees included. This was a week before our trip. When we didn't get a confirmation email, I called their customer service the night before our trip and was given a confirmation number and a price of $87.78. After traveling all night we boarded their bus and got to their off site location only to be told our reservation was cancelled. And offered us a 2 level downgrade with an increase in price of $35. Their customer service was of no help. Buyer Beware! Stay away from Fox Rent a Car.
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.
LAX, CALIFORNIA -- I rented a car in LAX for a month. After returning the car at Fox, they overcharged for 2 extra days and did not credit back the full amount of $150.00. With an airplane to catch, I returned home to Canada and tried to contact customer service. You're on hold or no one answers. There is no customer service at Fox. Same with email, no reply. My bank was contacted and they will deal with the Fox rip off. I will not rent again from this company.
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.
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.
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?
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: ** 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 **. 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.