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.
Do Not, Do Not, Do Not rent from Fox Rental Car. They are absolutely the WORST car rental company ever. I reserved a car in Las Vegas. We were not told we would need to take TWO shuttles from the airport to get to the rental company. After walking around at the first shuttle stop for 20 minutes, we finally figured it out. Finally got to Fox. Looked like a used car lot. Their "office" was a nasty trailer that was dirty, hot and smelly. We waited in line for an hour and barely moved. All the while we listened to people complaining about their car or the service.
The sales people NEVER had the car that a customer reserved. They insisted on "upselling" everyone and putting them in a more expensive car. Then they practically forced the insurance on them stating that "we have a lot of construction and rocks on our roadways in Las Vegas and they cause a lot of glass damage, you need to have this insurance to cover it. Your personal insurance won't cover windshield damage."
It was disgusting to watch. After standing in line for an hour, realized that our "great low rate" would only cover one driver. As my husband and I would both need to drive the car, we needed a second driver on the policy, this would be an additional $10 a day. This added $70 to our rental rate, which was now making the rate more expensive than another agency.
At this point another customer came in from outside and said he wanted his money back. He had waited inside for over an hour just to rent the car, then once he got outside to finally get the car, he had waited another hour and STILL didn't get the rental car. They only had one person working outside to get the keys, find the cars, take back the cars, wash the cars brought back, etc.
At this point I was disgusted and told my husband we were leaving. I didn't trust the company at that point. They really acted like a pushy used-car salesman and you could tell that it was the kind of place that would spend more time going over the car when you brought it back to find that one tiny scratch and then charge you an insane repair fee. We went outside to wait for the shuttle. While we were standing there, heard more complaints from people waiting for their rental car. The guy was unable to find keys for TWO of the cars. He had to keep running back and forth and get more keys to try. What kind of rental car company can't find the keys to their cars?
We finally rented from Advantage Rental Car and were thrilled with them. They ended up coming in MUCH LESS than Fox would have with all their hidden fees and we rented the EXACT SAME CAR that we "reserved" at Fox. PLEASE take this warning to heart, DO NOT rent from Fox. They are shady, unprofessional people and this company should NOT be in business. RUN to another company!
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.
SAN DIEGO, CALIFORNIA -- I called customer service to inquire why I was charge extra $43.39 which already been added to my bill. I checked my credit card and another $43.39 was pending charge. I have been in hold for almost 30 minutes. Then when I got somebody I was transferred and got dropped. THIS IS HORRIBLE... NEVER RENT a car from FOX... SLIMY FOX should I say...
PHOENIX, ARIZONA -- I reserved what I thought was a Ford Focus using an online reservation. When I went to pick up the car I was told I would have to take a Chevy spark with no power options. An upgrade was recommended and I purchased the same for an additional $10.00 per day. It was a Toyota Corolla and once on the highway I found it had no cruise control. Then, it is too late. I wrote a letter to the CEO, but of course he or she is apparently too busy to reply.
LAS VEGAS -- Two shuttle busses, and you hope it will worth, but NOT at all. Cars you get is not what you booked, specially full size SUV, in bad condition. Managers are the worst possible. Don't know if they can be good for any kind of job but definitely not for customers relation. The philosophy is take it what we are giving you or get lost. In the beginning lower price doesn't mean anything for the amount of stress you are getting. Plus they will build the price.
PHOENIX, ARIZONA -- I left my car at home, rode the bus to work (1.75) then to the closest bus stop I could find to the rental pickup (another 1.75). It was still far enough away I had to hail a cab to get there (15.00). I had already reserved the car online. Because I had a debit card and not a major credit card, they ran my credit and told me I could not rent the car from them because my credit is not perfect. The rental place is in the middle of hooker heaven and now I'm stuck there with no money (spent it all on buses and cabs) and have to walk 1 1/2 miles to get money to get home.
Once walking the distance to an ATM machine, I spent another hour waiting for a bus (1.75) and had to transfer again to get home (1.75). Added up that's 22 bucks I wasted to find out that the credit card that I need to rent a car is the same credit card that put my credit where it is. They need to let you know this kind of stuff on their websites. Why would they let me reserve a car with my debit card if they have no intentions of renting the car. They said the deposit was $250, no problem I have the money. I will be talking to the BBB about this one also.