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.
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.