Fox Rent a Car Complaint - Poor Service / No Emergency Assistance
PHOENIX, ARIZONA -- I rented a car from Fox Rent a Car for a trip to Tucson, Arizona in July 2004. The pick-up location was the Airport at Phoenix, Arizona. My son and I waited over 45 minutes for the shuttle to arrive at the Phoenix Airport. Other Rental Car shuttles passed us numerous times at regular intervals. I tried to call the Fox Rental Company three times during this period, but each time I was connected with an automated message service that. When I indicated that I would like to talk to an agent, the phone rang continuously.No one ever answered the phone. After the shuttle finally arrived, the office check out went pretty smoothly. The main problem came three days later.
The ignition switch in my rental car locked up after the first gasoline refill. By this, I mean the key would not turn at all. I tried everything, but it would not move. I called the 1-800 number for emergency assistance, but an automated machine answered again. I was unable to get a real person on the line for help. I did reach the local office, but they could only tell me to contact the emergency assistance office. Luckily, the key finally turned after over 30 minutes of working with it. 12 hours later, this problem happened again. Unfortunately, it was now just after midnight, and I was alone. I tried the emergency assist number again. No one would answer the phone. After working with the key for over an hour, I gave up and walked back to my hotel. I left the car in the lot of a gas station where I had stopped. The next morning I walked back to the store and worked about 15 minutes at turning the ignition key. The key finally turned again, and I drove back to my hotel room. After a call to the local Phoenix Office, a Corporate Representative called me back in about an hour. The female representative that I spoke with was very rude. She was arrogant and talked to me like she was a lawyer trying to avoid liability. After a short discussion, she told me to drive the car 100 miles back to Tucson and exchange it for another vehicle. She explained that the vehicle was now running, and I should not turn it off again until I return to the Rental Office. Well, I needed a dependable car to catch my flight the next morning, so I was in no position to argue with this woman. I drove to Phoenix and exchanged the car. I was then able to complete my business after returning to Tucson.
Please note that the car I originally rented did not have a steering lock mechanism in it. I discovered this while turning the steering wheel to hopefully unlock the ignition switch. This leads me to believe that the car had been rebuilt in the past, or was a repaired vehicle from an extensive collision damage. This is probably (I am guessing) why the car had the problem with the ignition switch. Still, I was insulted that the company offered me no concession for my time or fuel expenses in returning this defective vehicle 100 miles to the Phoenix Office. In fact, I was treated rudely by the corporate representative.
If you should rent from Fox Rent a Car (and I strongly recommend against it) make sure you get a vehicle that is not a rebuilt car, make sure you stay close to the office you rent from, and remember that their roadside assistance phone number does not exist. Spend $10 more and deal with a reputable company that treats its customers with respect and courtesy.
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