ORLANDO, FLORIDA -- I had a horrible experience with Fox Rental Car. I usually rent with Enterprise; I compared prices at Southwest and found that Fox beat all of the bog name companies by half the price. I did not have any difficulties finding your shuttle and your shuttle employees were helpful and courteous. When I arrived at the rental car center on November 14, 2012, I waited 30 minutes in line. It was a busy day, so I completely understand. I first met with Ali, he was very professional. I am from Texas, when he tried to run my card; it did not go through. I called my company and straightened it up. I was then pushed down to Mark. Mark insisted that the insurance was REQUIRED. I asked him to clarify on 3 or 4 occasions. I referred to the poster referring to insurance and he still stated that it was required by Florida state law. I am from Texas, I never opt for optional coverage because my car insurance covers. I informed him of this and he still insisted. He reviewed the options, I told him I wanted the 11 option; which he conveniently skimmed over when he explained the options three times. By this time I had been at Fox for an hour. I needed to be in Leeseburg as soon as possible since my grandma was waiting on me. He then asked which option I wanted and I stated that I wanted the lowest price option, he said oh, the 18.99 option and I said no, the 11.00. He then reviewed the contract with me and I signed at all the allotted places. While Mark worked with me he was overly friendly, assured me that he worked in the car rental field for 20 years. I told him that I was going to see my grandmother. He then said, "Oh, is your grandma crazy or uptight?" I was confused by this comment and responded, "Um, laid back I guess." He then proceeded to tell me that STD rates are high in Leesburg in the retirement communities. I found this very offensive. My grandpa passed away in May and I do not want to think of my grandmother in this way. I am still very irked my Mark's unprofessional remarks. By then I was out of patience and wanted to get on the road. I signed the contract quickly. He ran my card and it declined. I was expecting to pay around 200 for the car. He then hurried me to call my bank. I called my bank and was informed that Fox was trying to charge me 339.81. Which I did not have in my account. I asked Mark why the rate was so high. He stated that I needed a $100 deposit. He then stated that he could take off the $100 deposit. He showed me that I was charged 239.81. I went to pick up my car, the car attendant asked if I would mind a car that smelled like smoke. I declined since I do not smoke. I was given a black Nissan Altima. I was very satisfied with the car during the trip. Prior to leaving, I noticed that I was charged the 18.99 a day even though I stated on at least two occasions that I wanted the lowest ($11) option! By then, I was very late to my grandma's and left. On Saturday, I looked at my account and noticed that I was charged the 339. This caused my account to overdraft since these were unexpected fees and Mark assure me that I was going to be charged 239.81. I called the number on the receipt which was to the Tampa office. I voiced my concerns, the rental car representative was very short and rude and gave me that customer service number. I then asked her about the insurance coverage because I told her that I was charged incorrectly. She stated, "Oh, that's not required." When I returned the car, I notified that staff of my issues. The manager was very rude and stated, "Oh, the optional flier is placed in two places." These fliers are conveniently hidden if all customers are being served by representatives. It was a busy day, so one of those fliers was hidden. I referred to the other to Mark at the time of the rental and he still assured me that I was required to get the insurance. They stated that they could not change my renter's agreement and I would have to call customer service. VERY IMPERSONAL SERVICE!