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.
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.
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!
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.