MIAMI, FLORIDA -- The purchase I made online from Italy on the website, it seemed cheaper than the other. Confirmation for a total of $620.81 plus 150 security deposit. At the pick up of the car there was a young man of 35 years old who asked me if I was interested in the Add-Ons as for example additional insurances etc. I immediately answered NO in a very clear way. Then he told me about the All Inclusive Pass and I accepted it by reaffirming that I didn't want any other Add-Ons. He did not give me any documents to sign but pointed me a small pad where I had to sign to confirm these statements below that I would be the only driver of the car.
That I was to pick up the car full of fuel and that I had to return it full. That I gave my consent to the payment of the PlatePass for $9 per day. That I refused the additional insurances. That in case of damage caused to the vehicle because of my fault I had to pay up to $1750 debited directly on my credit card and to be refunded to the delivery of the car without damage.
At the end of my holiday I delivered the car full of fuel, flushed and in perfect condition. I asked the car return employee when my money would be refunded and she told me that I would get back only $150. I immediately protested in the office where they then showed me an account of 1768 $ where there were various additional insurances and related fees applied and that I could not get back.
There was also $41.59 charge for the fuel, even though I had returned the car full of fuel. I tried desperately to explain that it was a mistake but the time available was insufficient for me to stay there until the question was resolved, because I risked losing my flight back (It seems like a perfect strategy to take advantage of these situations). I had to take the taxi because I couldn't even wait for the shuttle bus.
During the booking on the site appeared very clearly to the left of the screen a detailed list of all the possible Add-Ons to buy so if I needed it I would have done it with all the calm and clarity I had at available. It would have been much more logical for me to make this purchase while booking rather than do it at 11.30 pm with the tiredness of 16 hours flight and the rush to get there as soon as possible to the hotel for the withdrawal of the keys.
If by chance there is my signature on an account or a contract where all those expenses are, this could only be the result of a very serious computer error, incompetence of the employee or an his attempt to take advantage from my trust in a "serious" company as the Fox Rent a Car. The clerk did not let me read it or gave me any documents that would display this alleged purchase. Certainly I also could not imagine the existence or asking for such a document. The signatures I made were not on printed paper but on a small pad and I still thought to sign only confirmation of the points that I listed above.
TAMPA, FLORIDA -- Horrible! Horrible! Horrible! Sadly I read the reviews after having rented and I totally believe them to be true! My car got me to the hotel and after going into register came out and it would not start! I was in town for a graduation and needed to get there on time, however was told I needed to call roadside assistance and have them come jump the car, then I could drive it back to airport (30 minutes away) and get another. I felt they needed to bring me another, but was told no. They do not do that. Roadside came and said it was not battery, I had to call Fox back and then Uber to my friends to ride with them.
I was told they would reimburse Uber charge and I could bring keys back after graduation (not possible). I told them we had celebrations after graduation and the following day and I did not intend to get another car from them, I would drop keys off when going to airport on Sunday morning. When I returned keys, agent asked me where car had been towed to? Unbelievable! Then I was asked to repeat the whole story again though it had been reiterated many times to Fox personnel over 2 days!!
I received my "receipt" via email and it shows that I was credited for the Uber ride, but nothing more, I was charged $93.04 for a 30 minute drive and a ton of inconvenience, frustration, experience with so much poor business practice that it leaves my head spinning. And in my last call to Fox, I referenced the multiple if not sole, negative reviews and was told "ma'am, people can write anything, those are just opinions, not facts!" I told him that I would be sending in one review. I absolutely know to be facts!! Most horrible company and experience. I would've been better to Uber to all things.
TAMPA, FLORIDA -- I booked a car for my daughter for three days online for $121.41. When she gets to Tampa airport, the attendant forced her to buy a bunch of adds (without giving her the option of choosing to buy it or not) on which she practically did not need as the credit card was covering a lots of it, but she paid $119.31 more. On Saturday night May 11th, at 11 pm the car was towed by Express Towing claiming it was parked in no parking zone, which was not the truth, and they had to catch a flight at 7 Am Sunday. The towing company would not open till 6 AM so they had no choice but to take a cab to airport and they arranged a friend to come and get the car keys to go and pick up the car. But the Fox car rental attendant had told them, "there is no need, just give us the keys and we will take care of the rest."
The car sat in towing company for three days by the time they picked it up and the towing company charged us over $300 US, and then Fox also charged us about $250. In total three days car rental cost us over $800. It is very hard to reach any of this company's phone number that they have listed. This company is fraud and don't fall for their initial low prices.
Also good to mention that I booked a compact car but when my daughter get there, they had told her, "you have booked a mystery car and what we have is Dodge Grand Caravan" which my daughter was not comfortable in driving it. These people at this company use the time limitation of the customer to their own benefit to make more money. What will you do when you have already booked and paid the rental company for a compact car but when you get there at 11 pm and they tell you this is the car that you have to drive? It is late, you are tired from ten hours flight, so you have no choice but to accept their terms.
And I also believe this company had an arrangement with the towing company to delay the pick up as much as they can because both the sides would benefit from the delay. As the name of the company suggests "FOX" is a deceitful kind of animal and so the company definitely holds that motto up proudly.
PHOENIX, ARIZONA -- One and a half hour wait in the Fox lineup at the Phoenix airport office after flying from Canada for 5 hours to get here. The price we were quoted online is far lower than what they actually charge ie. the online price for a 10-day rental was $450 but we ended up paying $850. How does that happen? All kinds of extra charges, PLUS - the employee who served us insisted that Arizona law stated we were not covered for liability by our own car insurance and that it was "illegal" for us to drive one of their cars without the liability insurance that Fox offers.
We ordered a standard size SUV; we got a beat-up Jeep with hand crank windows and manual door locks. We were so tired after the flight and the wait in line and our uncertainty about the liability insurance that we didn't argue any further. Then they hand you a small electronic box where you must enter your signature numerous times, the print so small you can't read what you are signing. Oh, they know exactly what they are doing: extracting the most they can get out of honest people and giving back the minimum. THIS COMPANY SHOULD BE FORCED OUT OF BUSINESS. They prey on foreign travelers. Never have I had such a bad experience with a car rental company.
DENVER, TEXAS -- We had reserved a Jeep Wrangler 2 dr 4 x 4 for our trip at DEN Airport, the shuttle took forever, all the other companies came around 3 times ea, before we saw the Fox Car Rental Shuttle came around, we get to the Rental Facility and I was told that their 2 dr Jeep Wranglers were not 4 x 4, that was the only reason I rented from them and I was quoted $363.00 for 5 days drive out. We were moved to a 4 dr Jeep Wrangler 4 x 4 for double that price, the Jeep had over 50,000 miles and a front tire soo bad that it rumbled loud the whole time. For the price they gave us, We could have rented a Jeep anywhere else, the only reason we rented from them was their price anyway. THIS IS THE LAST TIME I WOULD EVER EVER WILL RENT FROM THEM PERIOD!!!!
SEATTLE, WASHINGTON -- I rented a car and declined the rental insurance plus told them I would fill up the tank. I drove from the airport to the hotel and parked. The next day I had a warning "low tire pressure". I called their "Roadside Repair". Their person told me to take the car to a local Firestone. After waiting several hours, Firestone told me the car had 2 bad tires. One could be patched, the other could not. I called Roadside back; they told me it was my problem. They would not send someone for the car. They would not authorize any repairs. Being afraid to even drive the car back to the airport I had no other choice other than to repair/replace the tires. They essentially abandoned me in an unfamiliar city with their poorly maintained car.
ORLANDO, FLORIDA -- I had a confirmed booking in writing for an intermediate vehicle (Corolla) at $ 233.00 US all in... The agent (Jessica) entered her information and came up with a price in excess of $ 900.00. I pointed out the obvious difference and requested a correction, which she proceeded to do only to come up with her same price of $ 900 plus US. After several additional miscalculations, she came up with a Price of $ 452.00. I again pointed out that this was too high, but she explained that this amount included the deposit and reflected the Canadian exchange difference.
By this time I was getting frustrated (No doubt this is part of their strategy) and the numbers appeared reasonable, so I signed off and went my way. I looked at my contract a couple of days later only to discover she had overcharged me for an upsell to a small SUV which is the vehicle I received, by $ 177.24 US. During our conversation, no mention was ever made of an upsell to a different vehicle, in fact I would have preferred my original choice of a Corolla or similar. The agent intentionally lied to me and deceived me into signing off on this so-called upsell. They are scams, liars and thieves and should not be licensed for business.
PHOENIX, ARIZONA -- If only I had read reviews about Fox Rent a Car before I booked it. We had a serious situation where the cheap key broke off in the trunk lock. As Fox had not provided us with two keys, which is standard. We were locked out of the vehicle with our luggage inside. After numerous phone calls to their customer service and their roadside assistance and being put on hold for 40 minutes each time... they never answered. We got a ride back to the airport to speak with the manager since they did not answer their phone, but the manager said no second key and just keep calling Fox Roadside Assistance.
Well, they simply don't answer as I'm sure he already knew. We ended up paying nearly $300 getting a key made just so we could get to where we needed to go on our vacation. I wouldn't use Fox again if they were $2 a day. Buyer beware... Go with trusted rental car companies and don't chance your vacation or your safety with a company like Fox. They don't just suck, they simply don't care.
TAMPA, FLORIDA -- First: I rented a Luxury 4 door car like a Chrysler 300. They agreed upon fee would be $229 plus tax for a week's rental. Upon arrival at the Tampa, FL Fox location, I was told "We don't have any luxury car available!" I expressed my surprise and dissatisfaction. "You'll just have to rent the Kia SUV," I was told. "For another $20/day!" I told the agent that Fox should not charge me any more, since this is what was agreed upon in my rental. "The boss will never allow that," I was told.
The agent left the area, and then returned, saying, "I can't believe it. The boss has agreed to let you have the KIA SUV at the same price." They brought this little car around for us. I think it would fit in the back of my GMC Yukon XL at home. All of this took an hour.
Somehow, my three bags were stuffed into the small luggage space in the back, and a fourth bag placed into the back seat. The leg room for me, the driver, was marginal. I should have refused this car. But after the hour delay, and my desire to get on with our trip, I accepted this Kia SOUL "SUV".
I asked where do I call if there is a problem with the car. "We don't have roadside service, unless you pay (something like) $21/day." I declined. I have never heard of a car rental company which charges for roadside help. I was repeatedly asked to purchase damage insurance and loss of use insurance. I explained that my own car insurance would cover the same, and my credit card would, too. The agent said "that was unlikely." (He was wrong!) I was badgered to buy the tank of gas, "at a cheap rate," but declined. I was warned that if I didn't bring the car back with the fuel full, I'd be charged over $6/gallon.
After one hour in this Kia vehicle, driving with my knees bent up in front of me… absolutely inadequate leg room for me. I had to have my wife do the driving for the rest of the week. One reason I rent luxury vehicles is for the leg room, as I am very tall. When I returned the car, my receipt noted that any gas needed would have been charged to me at $5.21/gal. But the tank was full.
When I called with my complaints, I was told the Fox could offer me a $35 refund… BECAUSE THE RENTAL COST OF THE KIA SUV WAS $35/WEEK LOWER THAN A LUXURY SEDAN!!! So this was no refund for customer satisfaction!!! This was a refund which should have been applied at the Tampa location. I should have been notified of this at the time of the rental.
So, considering all of these problems, I told the agent that I think FOX should refund me $100 off this rental. And the $35/week refund should be in addition. I was told to send an email detailing my complaints and I would get a response within a few days. Two weeks later, NO RESPONSE. Tried to call Customer Service several times, and the call always fails after about a 10 second wait for Customer Service. What a cheesy, crappy, unprofessional company! Burned once, but never again. I recommend that YOU SHOULDN'T TRUST A FOX!!!
LAS VEGAS, NEVADA -- First of all - the Fox rental location is not at the Las Vegas airport. It took us forever to figure this out. We drove to the airport rental car location and couldn't see a sign for Fox anywhere. We eventually found an address and realized that it's miles from the airport. When you book online, you choose the Las Vegas airport as the only location.
We finally figured out where to go and arrived at the counter and had to wait (which is normal) quite a while. There were employees helping other people and when they left, so did the employee. We were stuck with one old guy while all the other employees stood around and chatted. The man who helped us was incredibly slow. We were with him for over an hour (which we'll never get back). We were told that the vehicle we had booked was not available (shocker).
Coming from another country means that we are not used to driving the massive vehicle that we were given. When we originally booked online the price we were quoted was $600 less than what we ended up being charged. The gentleman at the counter did try to find us discounts where he could, but in the end we paid so much more than what we thought we would. We ordered an infant seat and a child seat.
After the longest hour of our lives we were brought to our car and given the seats. We were told that because of liability they couldn't help us install the seats. This was understandable, however they could not give us any information to help us. It was after 11pm at this time and after an hour wait we felt that this type of dismissal was unacceptable.
We had 2 children with their mother outside in the heat this entire time. The car seats in the US are different than the car seats in our country. Eventually when I got upset with an employee for not helping us at all he went and got a woman who came out and told us what to do. She didn't show us - she just told us.
We asked how the infant seat would go backwards because we were having trouble with it and she said, "oh, none of our seats go backwards. Once the child is 3 months it can face forward." I'd like to point out that it is Nevada state law that the child must face backwards until 1 year. If we had been in an accident with the child facing forward - this post would look a little different. How the hell does a rental car employee not know the laws that govern the state he/she works in. This alone should because for a complaint.
We also closely inspected the car seat the next day after some sleep and saw that it was a rear facing seat. The man who had originally found this woman to help us watched her telling us and then said, "Oh, I knew that." Are you kidding me? We finally got everyone in the vehicle and were so happy to be leaving because we had now been at that god forsaken location for about an hour and a half.
As we got to the exit gate, the young man scanned our paperwork and VIN and declared that we had to go back to the office. The vehicle we had been given needed an oil change and he couldn't let us leave. I told him under no circumstances was I going back up there and that he needed to call the guys up there. He tried calling twice and he said his managers weren't answering.
Reluctantly we drove back up. I found 2 gentleman dressed differently to the rest of the staff, both standing out the front. I asked them if one of them could go and get a manager because I didn't want to go back inside and wait in line again (and there was a much longer line at this point). They asked me why and I explained that we had been here for over an hour and a half, it was well after 11pm and we were given a vehicle we hadn't asked for only to have it need an oil change.
The guy got totally defensive. "What do you want me to do about it?" he said. "I need to see a manager or I am going to lose it!" I said. Guess what he said? "I'm the manager." "You can take this vehicle or I can get you a new one." I reiterated that we had already been given a vehicle we hadn't asked for and that we had been on site for a very long time and were very tired and would like to leave. "OK, what do you want me to do?" and the way he said it was totally confrontational and **.
I said, "tell me that we can take this vehicle and the guy at the gate will let us leave." I was very frustrated at this time and I was completely shocked that the manager would not own this problem and try to help in any way. My boyfriend almost came over and beat the ** out of him for the way he was talking to me (take note, Fox Rent-A-Car Las Vegas manager - next time the guy may not have as much self control).
We finally got to leave. We called the Fox Rent-A-Car main line before we had to drop off our vehicle to make sure there wasn't anything we needed to know about at drop off (ie would we be stuck there again for another hour and a half and be late for our flight). The woman on the phone said, "I don't know, I don't work in one of the offices." She didn't offer to give our local office a call or to help us out in any way. Not everyone visiting the States has access to the internet to look up numbers for everything.
The car was dirty btw. When we were flipping the car seat the next day, so that a child wouldn't die when its spine was internally decapitated because baby's spines aren't fully developed when they're months old, there was all kinds of disgusting crap between the seats and around the seat-belt area.
Finally, we just emailed the Fox Rent-A-Car live chat to get a mailing address for their corporate offices. Corresponding with ** was more frustrating than it should have been and at one point she actually typed to me, "No, I never said that. You said..." when all the text was clearly visible as we were in an online chat. She told me there was no address and that I could call the office directly (even after I explained that I would like to have the office who oversees the Las Vegas office). She gave me an email address.
I said again that I would like a mailing address. She gave me the manager of the Las Vegas location's phone number. Apparently she wasn't getting it. I should have written it like she was 5. Why would I want to write a letter of complaint to the person who treated us badly? Obviously he doesn't give a crap or else he would have helped us and his staff would be better at what they do. Every single point of customer service with this company was absolutely terrible.
When you're getting a quote online it will not be correct as all the options are not available online. The staff (apparently all of them) are completely awful and unhelpful. The manager should not be a manager - he acted like a defensive child. Do not rent from this company. It is NOT worth the hassle.