FORT MYERS, FLORIDA -- Yukon was a very high mileage rental. Vehicle was dirty inside and out - dead bugs inside and food on seatbelts. Car vibrated when driving down freeway and brakes pulsed when stopping. When arrived at my destination realized the FOB battery was dead or did not work at all, anti-theft went off every time used key to unlock the door. Contacted pickup location customer service and were rude, transferred me to roadside assistance and they were equally rude.
Basically told me "tough luck" and if I want another car to bring it back, 45 minute drive one way from my vacation to bring vehicle back. Decided to keep vehicle and drive it as little as possible. I contacted corporate about the experience and no response. This is our third bad experience with FOX and will not use this company again. Not worth saving a couple of bucks to use this company.
SAN FRANSISCO, CALIFORNIA -- Don't ever use this company. I forgot something in my rental car and called them back the same day and continue to call them multiple time for 3 days. Every time I called I was told I would get a callback. Three days later. Still never got a callback. The representatives were not helpful at all. They just kept telling me to hold on or that someone would call me back. Just this last time I was on hold for over 30 minutes trying to speak with someone that could help me. I understand that I left something in the car, however, this business should be better able to assist a person when they call.
There is no reason that a callback should not be done within the time frame given or that a representative refuses to help us out. To make matters worse when speaking to a supervisor, she told me that she would not call the lost and found department and hung up on me making go through the system all over again. After calling back about 3 times and asking for a supervisor each time, she kept telling me that there was no on that I could speak to and refused to give me her supervisor and disconnected the call again on me.
When I called back again the same person Kim told me that her supervisor is not there and that he made his own hours so I could not speak with him and that since I was not on the contract (which I was) would not allow me to speak with anyone else and disconnected the call on me again.
This morning I still have to receive a call back from Kim's supervisor, and I doubt that I will because of how rude she was. And to top it off one of the Fox rental agents stole my device and now Fox is stating that they will not help me now because this is not their problem. I will never again use this company and will be sure to let everyone know how awful they are. If you are in need of a rental car, use some else and save yourself from this god awful customer. They are a untrustworthy and unhelpful company that does not deserve your money or your service.
LOS ANGELES, CALIFORNIA -- Fox Rental Cars -- horrible. Pickup: We reserved a minivan weeks ahead. When we arrived, they said they didn't have a minivan available. We waited about 45 minutes (with no promise of a time or even availability of similar). Finally they found us an SUV. During our rental: We called customer service. We had to wait on hold for an available customer service agent for about 30 minutes.
Drop Off: We (and about 35-40 others) waited about 45 minutes for a shuttle back to the airport. One shuttle (shared by Payless Rental Cars and was not even full), slowed down near the stop at the Fox Rental Car return and then continued on it's way. The employees who were checking in the returned cars were of no help. They simply said if we had a complaint about a lack of shuttle service (besides a taxi, the shuttle is the only option to get to the terminal) then we had to complain to the rental car office (which was a block away from the shuttle pick up point).
Finally myself and another customer walked down to the office and complained and shortly thereafter a shuttle arrived to pick us up. Naturally, with such a large crowd having waited so long to get to the airport terminal, getting on the shuttle was mass chaos.
FLORIDA -- I was on toll road and stopped to pay and lady said "you have, a sun pass." I said "okay that's cool then." Thinking how nice of fox. Well reading the contract there is no nice. It's $15 per toll plus price of toll. The contract is full of hidden charges such as when I reserved online used my am ex. In the interim it was misplaced and I had to use another card to pay. They can't do that and there was a 25 dollar cancellation fee to pay and then be able to re-rent using new card. Seriously. They can auto charge the card for that fee but not the rest of rental fee.. Will never use them again.
FORT LAUDERDALE -- We rented a mid size car online. When we arrived, we upgraded to a van. They overcharged us and refused to give us the price that was listed online for that day. They also charged a late fee for pickup because of plane delay. Extremely poor customer service. They never answer their phone. Called seven times, waited ten minutes each time, nobody answers.
FT LAUDERDALE, VIRGINIA -- We rented a car thru Expedia along with a plane tickets. We rented the car from Fox. My family (5 of us) got to the rental place (after taking two shuttles) to be told that they had NO cars big enough for my family. Fox does not understand the word reservation. They said they were busy and only had very small cars available. We would have had, to rent 3 of them to fit all of us, and only had 2 drivers over 25.
Mind you we're out in the middle of nowhere. One guy got so mad he was talked into taking one of the small cars and then it would not start. They called the police on him. When the police arrived they were going to arrest the manager. They said they were out there everyday because of fights over them over booking cars. Expedia said they will get our money back. We went back to airport to rent another car. We had to pay $1500 for a van for a week. FOX is the WORST. DO NOT DEAL WITH THEM!
FT LAUDEREDALE, FLORIDA -- I went to rent a car May 5th and because the security deposit my credit card was decline so I left. One month later I check my statement and I saw the charge of the rental car was on my statement. So I went back to Ft. Lauderdale airport and asked a refund. They told me that I was holding them more money. I said I never rent the car so after waiting an [hour] for them to reach corporate in California they finally give me back my refund and kept $25 for reservation. This is [stealing]. How they could do that when it is them - they have make the mistake.
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 **, 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 **. ** 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 Leesburg 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 ** 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 by **'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 ** 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 ** 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 ** 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!
LAS VEGAS, MASSACHUSETTS -- Some background for my review. I am a 52 year old man, father of 4 and grandfather of 1 who has travelled extensively most of my life. I have rented many vehicles over the years. I am also the owner of a small business in its 2nd generation of family ownership that prides itself on service above and beyond the ordinary.
The reason I decided to rent from Fox was because they said they had Suburbans available for rent. Of course, I realize many companies like this state things and then offer something else when you arrive. So I called them and was guaranteed a Suburban. And with their lower prices I was very happy. So I arrive at the airport with my family and have to take extra shuttle buses to get to their off site facility. No problem... it's all worthwhile at this point. Even listening to the shuttle driver explaining why they are off site over and over.
I am 6th in line at the counter. During my 45 minutes in line the manager comes out 2 times with her handbag in one hand and iced coffee in the other and explains that she has called in extra agents to help with the overload and things will move quicker real soon. After her 2nd time doing this I mention that maybe she should put down her iced coffee, forget about the speech, and help out. She pretends not to hear me and disappears outside. While at the counter I am informed the largest vehicle they have is the old style Ford Explorer and they don't even have any Suburbans for rent so how could I be promised one. I don't know but I was.
At this point I am stuck so I bend over and take it up the **. We head out the door to the pick up area and there is a wall of people waiting for their vehicles. Again, there is the manager giving her speech and doing nothing. After waiting another hour (now there for one hour and 45 minutes) I have had it and go to that manager in private and tell her "I want my vehicle now." She offers me a free upgrade (like that will make everything okay) and so I ask her "What is available for an upgrade beyond a Suburban?" She looks at me stunned and says "We don't have no Suburbans."
After she hears my story she offers me 2 free days of rental. I am still waiting for that. By the time I finally got my vehicle and got out of their lot it was 2.5 hours and I did not want to ever go back there. For a few dollars more I could have rented from any other major company and had my vehicle within 10 minutes. This company cost me a lot of time and aggravation and more importantly they promised me something they could not deliver.
They are liars and not honest business people. I will never, ever rent from them again and I will recommend to everyone I know to never use them. We have friends going to California in June who just cancelled their reservations with them. This is by far the worst car rental company in the country. Avoid at all costs.
What a nightmare this place was to deal with. Where to begin? First -- they cancelled my reservation via an email that arrived saying that I hadn't showed up to pick up the car on the morning of my evening flight to San Francisco, where my car was reserved for 11:30 pm. After arguing with them for quite some time and through to a supervisor that it was a complete error on their part and I had never cancelled my reservation (I only learned later the thing was for a reservation in Texas), I finally had my rented minivan ready for pick-up that night as planned.
But my plane was delayed after we arrived at the departure terminal, so I called Fox to ask if I could pick up the minivan in the morning b/c my plane was due to arrive at 1:30 am and they closed at 1:00 am! "No -- absolutely not" they said. My reservation would cancel out and there were no minivans available for that next day at all. No amount of pleading and arguing would work. Finally a supervisor said if we came at 4 am the next morning, we could have the minivan. Later another supervisor said we could come at 5 am.
That was our plan, but when my plane actually arrived at 12:45 and I headed to the car rental building on the airport tram, I called Fox's counter to say "please don't close and I'm on the way." They said they would not wait if I didn't make it by 1 am. As it turned out, I made it there just a few minutes before 1 am. I was still on my cell phone with the guy at the counter as I walked past the vacuum cleaning crew. However, I was now informed that my reservation for three weeks was now a reservation for two weeks and six days and had just gone up over $200.
Mind you - it was a $2200 reservation that was now over $2400. So even though I had picked it up within their "three hour window" I was now being charged because of the 1 hour difference from one day to the next. Great business strategy. Really creating customer satisfaction there. But we took our minivan and figured we would deal with it later. We only drove the car a short distance to an airport hotel that night. But as we headed out of town the next day and hit our first highway hill, the minivan that we had fought so hard to keep began shimmying and shuddering horribly.
The steering wheel shook every hill we went down, and I worried that the wheels were about to fly off on every descent. But knowing that there were no other minivans and being on a tight timeframe for our next destination, we kept the van thinking we would return it in a week when we returned to San Francisco.
By then we figured the wheels weren't coming off and we were not really using it much except for short distances -- it seemed like too much hassle to have to deal with those people again. So we simply vowed never to rent from them again. No savings is worth being treated like crap by a company. Save the aggravation and possibly more -- don't rent from these people.