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!
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 buses, 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.
SAN FRANCISCO, CALIFORNIA -- Wow. DO NOT go to FOX in San Francisco. I waited over an hour in line before reaching the counter. Service was fine; I just did not plan for 1.5 hours to get a rental car and therefore was late to an appointment. Upon returning the vehicle, the check-in person could not help me with an issue so he kindly referred me back to the front desk. Folks who were waiting in line were audibly disgruntled at their wait and since I had to catch a flight, I asked the first person in line if I could jump in and try and get a small issue resolved.
They agreed and I proceeded to wait 20 minutes for an available agent at the front of the line. I could not wait any longer and I ended up leaving. Who knows how much longer everyone else in line had to wait.
I overheard someone saying that FOX gets a lot of volume due to their great prices. a) great prices are not worth a 1.5 hour wait at the front-end and another fruitless 20-minute wait upon return and b) plenty of other counters had a high-volume of customers in line - the difference is that other agencies got the people through quickly, so I don't buy it. I'd pay an extra $10 a day to get efficient service. Additionally, I called their customer service line this morning, since I couldn't get my issue resolved at the airport. I waited another 30 minutes to speak with someone over the phone.
SAN DIEGO, CALIFORNIA -- Upon checking out I noticed that they over charged me. Clerk told me that I chose road side assistance. I told him that I did not. He then said that I did and he had my initials on the box so I believed him and he ran my card. Later while waiting for shuttle I found my contract and it had no initials on the road side assistance. So I went back in to talk to the clerk. He then told me that transaction was closed and only a manager could fix the error but he was not there that day. Seams like a scam to me.
In the end I paid as much for their car as the more reputable car rental company. By the way car had no power windows, power locks, cruise control. I kept forgetting to lock every door every time the kids got out. Fortune nothing was stolen. Road side assistance was only $20.00 so I would rather write this complaint then argue with manager. (Watch out.) Just the attitude of the people behind the counter was very disturbing.
SAN FRANCISCO, CALIFORNIA -- Our rental car broke down and instead of giving us the OK to leave the car and take a cab to the airport, we were told to wait for a new replacement car. The replacement was promised in two hours, but it took over four hours to reach us. We missed our flight and were forced to stay overnight for the next flight out. Fox did not bother to reimburse for the overnight stay or the change fees on our tickets. To this day, we still call the location and the manager remains unavailable and will not return our calls. This was the worst experience I've had with the quality of the rental car and the customer service to remedy the situation.