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.
DENVER INTERNATIONAL, COLORADO -- I will never rent with Fox Rent A Car ever again. The service was horrendous, the car was unsafe, and there were many deceptive fees. At Denver International, I waited 30 minutes to be picked up from the terminal. When I got remote office there was a line of 15 or so people waiting so consequently I waited about two hours to get my car. Then, outside in the parking lot, I then waited another 15 minutes till they brought the car out. When I left, there was a line of 25 people. At no time did I get an apology. This must be business as usual.
The car, though a 2015 Volkswagen Jetta, was dangerous to drive. The brakes did not respond till they were depressed almost halfway then they were hyper sensitive and jerked. The car had no torque and I had to floor the accelerator. That's not an exaggeration. I've never floored a car before and I usually drive a 2001 Honda Civic. Highway on ramps were a challenge. I told the attendant when I returned the car, but it looked like it was going to be ignored and the car was going right back out.
Additionally, there were so many hidden fees. I expected the $30 gas fee to return the tank less than full, and took that option for convenience although it should cost half that with that car size. They charge an additional rental fee by the hour. The most obscene though was a $15 per incident fee on toll fees. It costed me an additional $75 on a $18 worth of toll fees as the airport is near a toll road so inevitably GPS will route you that way. Horrible, just terrible, so bad.
SEATTLE, WASHINGTON -- My husband and I rented a car for 1 week. We were quoted the 1-week rate, and told we need to pay a refundable $150 deposit, which we did. I mentioned at that time that we might be bringing the car back a day early. There was no response from the clerk. We did indeed bring the car back a day early. When the credit card bill came, we found that we were billed a higher rate and the $150 was not refunded.
When we called customer service, we were told that bringing the car back early was a "breach of contract" and the penalty was to forfeit the weekly rate and revert to the daily rate (which was significantly more) and the $150 was not refunded. None of this was explained to us when I had mentioned the possibility of returning the car a day early. When I asked to speak to a manager or supervisor, there was conveniently no one available.
LAS VEGAS, NEVADA -- I reserved a rental car through Expedia and was assigned Fox Rent A Car. Not knowing the company, I was unprepared for the two shuttles from the airport and 2-hour check-in line once we arrived. Then, not having the car that we reserved and had just paid for on the lot.
Our rental car was stolen, from a parking garage. Fox Rent A Car was shockingly unhelpful and unprepared, barely took any information from us and said Claims would contact us or our insurance. It's been almost a month and Fox Rent A Car will NOT RETURN my or my insurance agent's phone calls, emails, chats, etc. at all!!! Kicker - The police found the rental car at the Fox Rent A Car lot?! How is that possible if it was stolen from our parking garage and we have the key? VERY SHADY COMPANY, NO REGARD FOR CUSTOMERS.
ARIZONA -- I rented a car in Phoenix and my experience with Fox was at best mediocre. When we were checking in another dissatisfied customer said go somewhere else, that there were a lot of hidden charges. I should have listened to them. When checking back in the representative said "I emailed you your receipt." So I said I will wait for it. When it did not come through I asked for a hard copy and he said his printer was down. Well since I was not going to leave without some type of receipt he ended calling a co-worker over where he whispered something in her ear.
After receiving my receipt and leaving more than a bit confused by the charges and credits. After getting home and trying to figure it out and calling Fox Rental (which I was on hold for more that 30 minutes) he told me I would have to call a different number in the morning. I never got it resolved and honestly I don't have that much energy to fight the hidden charges. I will not use that company or go through carrentals.com again.
SAN JOSE AIRPORT, CALIFORNIA -- I rented a Kia Optima on Sept. 2015. Unfortunately had a slight fender bender. I waived CDW as my credit card covered it. After 5 1/2 months I heard from Fox with a bill for $1357.00 for damages. When I spoke and questioned why I was not contacted sooner, his excuse was he could not contact me. Fox had all my info which was given at time of rental. There was never a phone message before, nor an e-mail or a written letter.
If I had been notified within 60 days after the car was turned in, my credit card insurance would have covered the damage. Instead Fox is collecting the damage cost. I feel this is a ploy used by Fox to get easy money. I would like the $100 administration fee dropped because the company was negligent in keeping in touch. Customer Services is always busy as is the claims adjuster's phone number. I do not recommend Fox.
MIAMI, FLORIDA -- I had an emergency trip to Miami for the death of a family member. Needed a car and Fox was really cheap. My flight arrived at MIA at 9:40 pm, I got to the Rental Car Center at 10:05 pm and had to catch their shuttle. There was no shuttle available upon arrival so I called their published number. The recording said their shuttle "runs every 10 minutes". Their shuttle arrived at 10:48 pm.
Got to their shabby rental office and they only had one clerk with one person renting and another in line. She (the agent) didn't seem to know what she was doing, it took so, so long. I finally got to her at 11:50 pm, that's almost one hour waiting for her to rent to 2 people. She was rude and inefficient. They didn't have the car I had rented so I got an upgrade to a Dodge Charger, not a bad car but I have no use for all the gas it uses. The car was dirty and smelled of cigarette smoke, I had to stop and buy some spray to get the odor out.
The returning of the car was a little better, but overall it was a really unprofessional experience. I had to wait in their rental office for the shuttle to pick me up and I heard some very angry customers complaining, what about I'm not sure but I can imagine what it was about. I've rented from Fox before at other locations and it was acceptable. The office in Miami is a disaster. The rental was cheap but in Spanish there's a cliche that says: "cheap things always turn out to be more expensive", that was so true with this experience. Beware.
PHOENIX, ARIZONA -- I rented a compact car to be picked up in Phoenix. When I picked up the car, the representative upsold us to a full sized sedan for only $4.00 a day more than the compact - a "special deal". We accepted. When we turned the car in we discovered that we had been charged for BOTH vehicles!
When I lodged a complaint with Fox I was told that they would credit my account for the overcharged amount. Instead, I was only given a $25.00 credit, which was about $100 short. I have filed a dispute with my credit card company, so the story is not over. But apparently Fox Rent a Car is not an honorable company; at least the people I have dealt with are less than honorable and honest. I would highly recommend AGAINST renting from Fox.
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.
LASVEGAS, NEVADA -- Dec. 2016 in Las Vegas, NV. Lady at the service desk was relentless on pushing us to purchase their car insurance. We had our car insurance papers and the credit card paper to show we were fully covered. Waited over an hour to get a car. Also, they didn't have the car we had reserved and she would not upgrade us or give us the mid-size that we reserved We ended up getting a Prius hatchback small size. We had 4 people to fit our luggage and to get in and out of the vehicle. Long lines coming and going, service very slow!!!