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.
PHOENIX AIRPORT, ARIZONA -- I was traveling with a friend in Arizona, who made a reservation with Fox Rent-A-Car because as judged by the internet offerings, Fox by far offered the lowest rates. It turned out to be an example of a "bait and switch," and I agree with all the reviews which I subsequently read about Fox, all of which were universally negative.
First, the line to get to the agent was insufferable. I literally waited in line for well over an hour just to pick up the car. In fact, the agents at the adjacent "Payless" car rental joked that when compared to Fox, their company should be called "Wait-less."
When I finally got to the desk agent, he immediately put on the hard sell for me to get GPS, insurance and various other "options" which I repeatedly stated that I did not want. (I understand that an agent gets a commission whenever he sells such "options.") Some such "hard sells" are to be expected, but this was relentless and time-consuming.
As for the $45 per day rate which my friend and I anticipated, I was given another hard sell about why such a small-sized car would be inappropriate for the type of trip I was taking, so just to end the conversation (which was approaching the two-hour mark, including my wait in line), I agreed to upgrade to a $69 per day car.
I rented the car on a Monday afternoon, and specifically told the agent that I would be returning to on Wednesday between 2:00 and 3:00. He said that was fine, and that I would be charged only for two days even though I would be taking possession of the car just prior to 2:00 PM that Monday.
Lo and behold: When I returned the car at about 2:45 PM on Wednesday, I had been charged $282 for three days. At the risk of understatement, I went ballistic, and fortunately being an attorney, I was able to "resist" the manager's attempts to intimidate me, and even intimidate him a bit in return.
Finally, after I had wasted another 45 minutes of my time, the manager (reluctantly) agreed to charge me just for two days -- so my initial $45 per day expectation turned into a two day charge of $179.40. And that does not take into account any of the aggravation. Next time, I'd rather walk than use Fox. It was one of my worst consumer experiences ever.
CALIFORNIA -- Absolute horrible experience with Fox Rental. After waiting 1 1/2 hours at the San Fran airport (while coming from across the country) and getting in the car we noticed this vehicle has definitely been in an accident due to the drivers bumper hanging out slightly. After driving down the Pacific Coast hwy we noticed it was getting worse of hanging and have to keep pushing it up, and driving at night you have to use the high beam lights because the headlights were off center.
Arriving in long beach California we had a flat. Not upset about a flat, it happens. I am extremely upset at how it was handled. I had my husband change the tire with the spare and called Fox Roadside and they directed me to the nearest Firestone saying, "that's where you have your account with."
The lady at Firestone is claiming Fox does not have a account with them, after spending 30 minutes with Fox Rental and Firestone. We finally can get the tire changed, after waiting 45 minutes for 1 tire, the Firestone lady tells me "Joe called and said Firestone must put on another brand new 3 tires." Now I'm upset! I paid 1000$ for this rental and the tires should have been checked and ready to go before my arrival of picking up vehicle! I do not have time to wait 2 hours for the delivery of the tires and more time putting the tires on.
We are 90 miles from San Diego to drop off this horrible vehicle and my last day on vacation and waiting 2 hrs for 4 brand new tires and delivery before we can continue our trip to San Diego! I called to talk to a representative and was on hold for 35 mins, and no one answered. I am extremely mad and upset that you don't have your cars inspected before renting them and now ruining my vacation. Question is why am I spending my vacation time getting your car fixed?
ORLANDO, FLORIDA -- Fox Rent A Car in Orlando Florida. My experience with Fox Rent A Car was pretty bad. Fox lures its customers in with a really low rate for a rental car in Orlando. That's the only good thing I can say about Fox. The initial rate was low. $12 for a compact car for 4 days for total cost of about $65. BUT: Buyer Beware… Read EVERYTHING no matter what you verbally tell them. Trip reason: "Emergency" trip to Florida to check on 90+ year old mother. Bad stuff about Fox:
Fox is an off airport location. Have to wait for bus coming and going. Needed to find by GPS in order to return auto. Arrival was at 11 pm Thursday in dark.
The employees attempt to upsell everything. Inside, denied any upgrade 4 times. Finally, after 9 hours of travel, handed paperwork, "initial here". Bad idea. They had added charges I said I did not need.
Outside, again the upgrade. Started with, "oh, you will not be comfortable in that car." Was told car I was given was a "free upgrade", who knows. Had to still drive 1.5 hours to destination, so glad to finally get out of there and on the road. With all the insurance, taxes, fees and scams, you will end up with a bill DOUBLE of your expectation, so definitely equals other places and you won't have to deal with our frustrations and rude employees.
Return was problem, first finding the place again and then finally getting bill. Why so expensive after internet booking numbers? Was to be about $70. Sure, the $100 extra deposit is supposed to be returned. Discovered when returning that the auto collision and emergency repair that I told them I'm already covered with my current insurance was ADDED, more than doubling the cost. Counter person clearly did not care. So asked for manager and Manager Dan ** did not even pretend to work with me in any way to adjust the unnecessary charges.
All the other car rental companies in Orlando will need to be out of cars before I'll rent from Fox again. It's a cheap rental, and you get what you pay for, and Buyer Beware... Read EVERYTHING no matter what you verbally tell them.
TAMPA, FLORIDA -- I booked a car with this company, paid for it months before the period I had it rented for. They never said in the contract that the location was off site and I would have to get a shuttle to their location. Once I arrived at their location, the clerk handled all the paperwork and proceeded to tell me I would have to make a deposit, not even mentioning this would tie up the deposit funds in my bank account unless I used a credit card vs. ATM card, I used an ATM card. Once I asked about this she said she couldn't re-do the transaction. Arghh… So I dealt with it!!
Upon returning the car, I checked the car in, all went well. The clerk said they would be refunding my deposit and it would take 3-5 business days. OK, well I returned the car on the May 7th, and it's May 19th and I still HAVE NOT received the refund!!! I have called several times, and have heard every excuse possible. Will NEVER EVER use this company again. I will make sure to use the well known rental companies and never experience this with any of them. Pay a little more and you will have a LOT less problems!
SAN DIEGO, CALIFORNIA -- 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.
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 into 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 **. My original reservation number was **.
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 nutshell, 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.
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.
SAN FRANCISCO, CALIFORNIA -- I flew across the country to be stranded because of fox rental car. I previously made a reservation with them over the phone before leaving the east coast stating I did not have a credit card and would I be able to rent a car with my bank card. I was told yes as long as I had my return flight information. When reaching San Francisco airport and going to get my rental Fox rental car told me that I needed to pass a credit check which I already knew I wouldn't be able to pass because I filed bankruptcy a year ago. After calling corporate they told me that "Kevin" the manager was wrong and I do not need to have a credit check if I had my return flight info.
Kevin became extremely upset when I called corporate apparently not understanding that me and my fiancé are on the other side of the country stranded without a vehicle. Anyways after an hour and a half of being placed on hold and going back and forth I finally gave up and we slept in the airport until the following morning when we were able to get our car when the new shift came on. I do not recommend ever using this company and thank you Kevin for ruining our 4 year anniversary.
FORT LAUDERDALE, FLORIDA -- Due to my own stupidity and neglect, I left behind a not very expensive digital camera under the front seat of the vehicle when I returned it. About fifteen minutes later I realized my mistake and tried to go back and retrieve my camera. I was impolitely told that I could not go back to the car as it was being processed and that the camera would be returned to me by the lost and found department.
I called the number that was given to me and gave them all the requested information. I have yet to receive a call back. The most infuriating part is that you never get to talk with a person. Typical CUSTOMER NO SERVICE. Apparently they do not understand returning customers make up a large majority of their revenue. The quality of service from their personnel left much to be desired. Only the shuttle driver was polite and helpful. The camera in question was of little value but the pictures on the memory card of an otherwise memorable Florida vacation were important to me. Will never use this company again, no matter how cheap their rates are.