Complaints

This profile includes complaints for Fox Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fox Rent A Car

  5500 W Century Blvd Los Angeles, CA 90045-5914

• 

  Fox Rent A Car

  2501 N Hollywood Way Burbank, CA 91505-1053

• 

  Fox Rent a Car

  5405 Airport Service Rd STE C-403 Tampa, FL 33607-1419

• 

  Fox Rent A Car

  1805 E. Sky Harbor Circle Phoenix, AZ 85034-4805

• 

  Fox Rent A Car

  1 Nassau Cir Kansas City, MO 64153-1272

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked flights and car rental through *********** online. Our flight was fine but once we got to our car rental location it was a nightmare. ***************************** traveling ******** and it was already almost midnight and FOX RENT A CAR tells us they can not give us a car with no credit card they do not take debit cards. Mind you the entire thing was already prepared for in May this trip was July 13 when we went to pick up the car. ***************************** card it was accepted and payment was processed and had been withdrawn since may. I offered to give them my card if they would transfer the order to may name instead and they refused. We had to then find another car rental that was open luckily there was 1 and we then had to spend an additional $700 out of pocket. Fox refuses to give us a refund.

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Thank you for the opportunity to respond to the complaint issued by ******* ****. I am very sorry that the booking party did not explain the policies to the renter. Every booking party must provide the rental policies during the booking process, our payment policies including the information regarding debit cards is attached for review.
  
  As the complaint does state that the reservation was in the name ************** I am unable to locate the reservation in question based on the information. I would need the Fox Rent a Car confirmation number to do so. Any refund to be issued on the prepaid reservation must be done so by the booking party directly but I would be happy to notatee the account if the customer can provide the confiramtion number.
  
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did inclose a copy on my original complaint. The order was under my email address. ********************* The booking is under ****** **** ************** gives me full authorization to dispute and discuss on his behalf. He can he reached @XXX-XXX-XXXX. He is ********************* mostly on the road therefore most times can not be on the phone. We will be more then happy to provide legal documentation if needed that i am authorized to speak on his behalf. The confirmation # is no longer available on the site as it states it has expired.
  
  
  Business Response /* (4000, 9, 2022/10/14) */
  I am not finding anything for pick up July 13th in the name ****** **** but I do find ********** booked in May for pick up in ******* on July 7th - this reservation was marked for approval for a refund due to the debit card policy but to date the booking party has not requested a refund. I am showing that the booking party is *************** which does work with ********** My suggestion to the renter is to contact the booking party directly to request the refund, as stated it is marked by Fox ok for refund but no request has come to date.
  Thank you.
  
  
  Consumer Response /* (4200, 11, 2022/10/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have taken the liberty of filing a complaint for them as well
  case number is XXXXXXXX.

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Fox for a multi-city vacation in September 2022, traveling from Denver to Salt Lake City in 8 days.
  Somehow my pickup and drop-off times were different than what I reserved, forcing me to pay an extra ****** to drop it off at 10:00 pm in Salt Lake City. I received an official contract from Fox that I paid for this day.
  On September 11, I arrived at Fox's SLC rental center on *** South ******* Road around **** pm. A man yelled at me getting out of the car and I told him to keep his aggression down. For 15 minutes, no Fox employee approached me to make a drop-off inspection. I found a worker hiding in his car, distracted by an iPad. I told him I had no intention in paying a late fee. He inspected the vehicle and told me to process my checkout inside. A woman processed my final bill ****** higher than anticipated. She told me I was charged a late fee. When I explained the drop-off time on her computer was wrong and that I paid the extra day in Denver, she looked at my contract and agreed it was an error. She called the manager to help remove it. The man who acted aggressively toward me was the manager. He looked at his computer and argued I was 10 hours late. I referred to the contract and he accused me of "possibly forging it." He then took my invoice copy and scribbled a new drop-off time in pen. When confronting his attempt to scam me, he told his shuttle bus driver not to take me to the airport. He then threatened to call the police over trespassing charges. I was forced to call *** to stop him from *********** *** Three officers arrived and waited at the property while a taxi would pick up my party. I paid the taxicab service ****** to drop me at the airport. The manager later billed me ****** through my credit card that day. The manager in Salt Lake City ********* ******* me and I have paperwork to prove it. I am asking for a refund of ******* ******* additional day with taxes and fees + ****** ********** "late fee" + ****** taxi fare). See attachments...

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Thank you for the opportunity to respond to the complaint issued by ****** *******. I apologize for their experience. I do show that their original resrvation ********** was booked as a 7 day rental with return by **** on ***** As the return was actually at ****** an additional day of charges and a *** late charge were issued to the rental. I see that Mr. ******* opened a chargeback with their credit card, at that time the accounting department accepted and refunded the *** late charge. The customer is responsible for the time used on the vehicle but the late fee has been refunded. Once the refund of the late charges were issued this case was resolved. The invoice showing the removal of the late charge is attached.
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/10/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While I certainly appreciate you accepting the ****** refund, I have still lost ****** as a result of the management in both Salt Lake City and Denver. I was never made aware throughout my booking process that Fox counts "one day" strictly from noon to noon the next day. The total I paid for prior to reaching Denver was supposed to be ****** thru ******* on September 11. I don't know how the times changed without any notice given to me and I don't know how I could have checked that before I arrived at the counter. The ****** I paid for was already included in my total, but I was forced to pay it again because of this apparent time mix-up. In addition, the management at Salt Lake City explicitly refused to provide me the services I paid for, including transportation to the airport through the shuttle bus, as retaliation for me explaining that the late fee was unfounded. I would not have spent ****** to leave the property if the manager did not try to scam me. Regardless of whether the ****** was valid or not, I have lost ****** at the behest of Fox's Salt Lake City management for a separate, unfounded issue. To summarize, the manager in Salt Lake City threatened to call ***** over ******* trespassing charges immediately after I had already paid for services at the location. I was neither harassing nor loitering at the property; Fox's contract explicitly states I was supposed to be there at that time. And while I do understand that "the customer is responsible for the time used on the vehicle," the omission of the fact that a full day only counts from noon to noon feels like I was mislead when placing my initial reservation. I still believe that the ****** in additional fees and losses was the result of deceptive practices at these two locations.
  
  
  Business Response /* (4000, 9, 2022/10/26) */
  I apologize if there is a discrepancy on the booking, they will need to contact their booking provider Car REntal 8 regarding that. The inforamtion provided to Fox Rent a Car was a 7 day booking from noon 9/4/2022 to noon 9/11/2022. Fox Rent a Car offers a 59 minute grace period but any additional time is charged to the renter. Any time 3 hours or more is considered an additional day which is what was charged in this case. Again, we have waived the late fee for the renter but they are responsible for the time they had the vehicle.
  Thank you.

• Initial Complaint

  Date:10/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was **************************** the airport i was supposed to fly out from close and i needed to get back ***** only way was to leave ********** Airport. So i rented a car ftom Fox,the rental price was $67.12 for one day rental. I decline insurance & was told that the prepay gas would be the same price as gas station ******************** and no gas station was open .I return the car ******** the gas tank being about 3/4 . I got a bill for Fox from ******* for insurance ithat i decline and Gas was *** charged .I call Fox to have then explained the bill which the customer service rep was more upset at me because I questioned the bill I receive. As I explained to the rep that I decline insurance & tank was 3/4 he still processed to tell me that I'm being warned about basically about questioning him about my bill.. this Company need to be investigate...

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Thank you for the opportunity to respond to the complaint submitted by ****** ****** of the rental agreement **********. I apologize that the renter experienced an issue with their rental contract. Prepaid fuel is a service and is sold as either ahalf of a tank or a full tank. I show that upon pick up the renter opted for a full tank, as they seem to understand that they would be charged only for fuel used, an adjustment has been made for the *********** Per their request, we have also removed the coverage that was added. Please find the updated rental invoice *********
  Thank you.

• Initial Complaint

  Date:10/09/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a car from Fox Rent a Car on September 19, 2022 at the San Jose Airport after setting it up through ********************* One. We ordered a compact car. When we got to the desk there were no compact cars available. The nice person at the counter apologized and said that there would be a 2 to 4 hour wait for the car we had asked for. We had a deadline to get some where and the counter person said they could give us a Toyota 4-Runner and there wouldn't be an UPGRADE charge for the 4-Runner. The 4-Runner gets about 19 miles to the gallon instead of the the 30 miles to the gallon that we wanted with the compact. We had to take the 4-Runner to make it to our appointment. The counter person also we could exchange the car later. We told him that we were leaving the area but would be close in about 5 days. We drove to our appointment and after 6 days had to drive about *** miles out of our way to exchange the car for a Toyota Corolla. (Which is the type of car we wanted in the first place.) The counter person said that he would make changes to our rental agreement with a 10 to twenty percent reduction in the price of the rental for the inconvenience. We spent over ******* in gas with the ******** and about **** for the Corolla.
  When we returned the car, the person we returned it to said that there wasn't anything she could do about the problem because we went through Capitol One and ************* instead of Fox Rent a Car! When I got home I contacted Fox Rent a Car and was told that they would be magnanimous and give us a ****** voucher for our next Fox Rent a Car rental, which is a bit insulting. I feel that Fox Rent a Car created the problem then didn't want to make things right. Very bad customer service!

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Thank you for the opportunity to respond to the complaint submitted by ***** ********** of the rental agreement ***-XXXXXX. I apologize that the reserved compact vehcile was not availalbe upon pick up and that the renter had to go out of the way to exchange. As promised, a refund request was sent to Priceline to issue a refund of 20% off of the rental rate. That request was submitted today so the renter should see that issued from Priceline in the next week.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/10/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  We spent more on gas than the 20% refund, but we will accept the 20 percent settlement.
  
  Consumer Response /* (3000, 12, 2022/10/31) */
  II have not heard fro Fox Rent A Car after I accepted their 20% refund for the problems I had. Do I go through you or through Foc Rent a Car to get them to send me the refund they told me I would get.
  
  Thank you,
  
  
  Business Response /* (4000, 14, 2022/10/31) */
  The refund request was sent to Priceline and confirmed by Priceline on 10/17/2022. The renter should see a refund of $116.22 that was issued to the credit card used to purchase the Priceline rental. As no payment was made directly to Fox Rent a Car no refund may be issued by Fox Rent a Car.
  Thank you
  
  
  Consumer Response /* (2000, 16, 2022/11/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am satisfied with the resolution.
  
  Consumer Response /* (3000, 12, 2022/10/31) */
  II have not heard fro Fox Rent A Car after I accepted their 20% refund for the problems I had. Do I go through you or through Foc Rent a Car to get them to send me the refund they told me I would get.
  
  Thank you,
  
  
  Business Response /* (4000, 14, 2022/10/31) */
  The refund request was sent to Priceline and confirmed by Priceline on 10/17/2022. The renter should see a refund of $116.22 that was issued to the credit card used to purchase the Priceline rental. As no payment was made directly to Fox Rent a Car no refund may be issued by Fox Rent a Car.
  Thank you
  
  
  Consumer Response /* (2000, 16, 2022/11/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am satisfied with the resolution.
  
  
  Consumer Response /* (4200, 21, 2022/11/28) */
  I have still not gotten the compensation I was told I would get. Now I am suppose to get the money from Capitol One Credit.
  
  
  Business Response /* (4000, 23, 2022/12/27) */
  As no payment was made directly to Fox Rent a Car the refund is to be issued directly by Priceline. The request was subitted and confirmed for receipt on 10/11/2022. A follow up request has been sent to Priceline today, although Priceline is closed this week for the holiday. I am certain they will follow up with the renter after the new year.
  
  Thank you
  
  
  Consumer Response /* (2000, 25, 2023/01/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a **** ******* (or similar) on Priceline for **** and chose pay at location. The location was ***** airport Fox (offsite) office, 3 minutes from airport via their shuttle. First of all, there was only one **** and ****** employee at the register and the line was through the door. One angry customer checked in the back office and there were 5 ********* sitting around. The customer came out and told everyone in the line they told him to leave or else forfeit his reservation. After about ** minutes another employee ********* came out and finally I reached him after an additional ** minutes. He said they don't have the car I reserved, which is Jeep Compass or similar, but instead has only the upgraded version which is a ************* The price was **** more than the car I reserved but being that I had already waiting for over *** hours, I wanted to get the car and leave. Then on top of those, he made me buy the insurance because they have no way to "confirm" I was insured. I also had *** through my credit card and every other rental agency have accepted that in the past. I had my car insurance pulled up on my phone. Both those ways were not accepted and I had to buy the insurance. Just to recap, I paid more than triple my original reservation and I waited over 1 hours 45 min. And the final straw was that the car that was ************* was a **** ********* I paid extra for a car that was ******* than the original car I reserved and agent claimed it was an upgrade. ********* ******** ********* ******* and just poor service all around. The other staff ****** to the ********* only 3 cars left. He was actually ***** because the parking lot had more than 8 cars for rent. If it was a joke it was not funny and ****** to the stress the ********* already experienced at the moment.

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Thank you for the opportunity to respond to the compaint submitted by ****** ******** of MIA-XXXXXX. I am very sorry that the reserved car class was not availalbe. A refund of the upgrade charge has been issued to the customer. I have also issued a refund for the disputed insurance as insurance is not mandatory in order to rent as the renter may use their personal coverage. Both refunds have been issued and should post to the account in 2 to 4 business days. An updated invoice is attached.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/10/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I find this response appropriate for the unnecessary delays during the process of retrieving a reserved car and the hidden fees, extra payment for a still compact car. Thank you

• Initial Complaint

  Date:10/09/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Fox Rent A Car, via Expedia. I became ill and had to cancel my vacation. I notified ******* more than ** hours before having to pick up the car. I was informed from ******** that Fox said this was a non refundable rental and they refused to give me a refund or a credit voucher. I've contacted them several times via ******* and directly and they refuse. I asked them to show proof of this rental being non-refundable and they have refused to provide proof that this was a non refundable rental. I could understand if so was a no show, but they were given more than ** hours notice. They keep ********* I provide a positive ***** test to prove so was ***** but I did not save the home tests. I did go to the doctor, but they would not give me a ***** ***** because by the time so was able to see the doctor I was on the mend and my doctor didn't think it was necessary.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/11) */
  I am very sorry that the renter is having an issue to get a refund. Unfortunately, with less than 72 hours notice you must have a doctors note for a refund approval. If you can provide a doctor's note that states you could not travel for the dates of the rental, please provide that to your booking company to send directly to Fox for approval. The prepaid reservation policies are attached for review as well. These are provided to the renter at booking.
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Doctors visit information attached.
  
  
  Business Response /* (4000, 9, 2022/10/13) */
  Thank you. I see that the information was received by our special response team on 10/12/2022 and a refund was approved by Fox Rent a Car.
  Thank you.
  
  
  Consumer Response /* (2000, 11, 2022/10/13) */
  Hi ********
  Fox Car Rental has agreed to give me a full refund.
  Thank you

• Initial Complaint

  Date:10/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Loss: 03/23/2022
  Fox Claim#: ***************
  Claim Amount: $323.53
  
  We were on vacation in ***** and rented a car from Fox Rent a Car. While we were parked in a paid, lit parking lot, the ******************* was stollen. We have car insurance that covers rental cars ******** they paid the claim for the car repair based on what Fox submitted for a "partial theft" except for ******* for ("Administration Fees" and "Loss of Use"). Fox Rent a Car is now trying to pass ***** fees on to me. ***** denied payment for these two line items, I am also denying payment for these two items. The reason that this happened is due to Fox's negligence (I had several employees at Fox tell me that we were the *** car (specific model) in their fleet that this had happened to, within a month! If they were aware of this, why are they renting that model of car to ANYONE?! I submit that the money that we lost and lost travel days we lost because of this incident are more than what Fox is requesting and would suggest that they compensate us. The only resolution that I see fit is for Fox to stop trying to bill me for these arbitrary "fees" and also stop *********** to send me to collections for those "fees". We will never rent from Fox again, they are negligent in their business practices and are not concerned about how this impacts their customers. Also, I would like it to be noted that Fox rent a Car does NOT have permission to bill ANY credit cards of mine that they have on file from past rentals.
  
  ***** ***********

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Thank you for the opportunity to respond to the complaint issued by ***** ********** regarding the rental agreement *********** Unfortunately, theft of an item on the car while in the renter's *********** is the responsibility of the renter and does not make Fox Rent a Car negligent.
  
  Here is the information provided by the Claims department. At this time, the renter is responsible for the payment of the administrative fees as well as loss of use neither of which were covered by the renter's insurance.
  
  From Claims...
  
  The renter's carrier, ****** was billed on behalf of **. *********** on ****** (Original bill attached). ***** spent approximately two months trying to reach their insured, **. *********** for a recorded statement. Once that was received, it took them another two months to issue payment. ***** paid the full repair cost and towing but did not cover the loss of use or administrative fee.
  
  Loss of use was billed for only **** days for a total of ****** which is minimal considering it took 118 days for Fox to be paid for the loss. Per the renter's contract (attached), she was charged an administrative fee of ********
  
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response from Fox because it is their due diligence to make sure the cars they are renting are safe in all aspects! If they had 5 of the exact model of car that had the catalytic stolen (within a month) and we were the 6th car of the same model, which they assigned to us, that is negligence on their part! They should have removed that make and model from their fleet, not continue to rent it out!!! Unless, they are running a revenue scheme, in which each customer that had this same issue is having to pay them **** for "loss of use" and "administration fee". I surely hope that is not the case, but the evidence doesn't look good for fox.
  
  
  Business Response /* (4000, 9, 2022/10/21) */
  Unfortunately, anytime there is a claim on the vehicle whatever amount is not paid by the insurance claim must be paid by the renter. The vehicle is in the poesession of the renter and therefore their responsibilitiy during the rental period. Nothing was unsafe regarding the vehicle, this was a theft that occurred.
  Thank you.
  
  Consumer Response /* (4200, 16, 2022/11/03) */
  This case is not "Closed" the company rented a car to us that they knew was a target for the type of theft that occurred (there were 6 thefts that same month!) they shouldn't have been renting that model of car to ANYONE!! This was negligence on the part of Fox Rent a Car. It is obvious that they are using this as a revenue enhancer. This all could have been avoided if Fox would have protected their customers instead of sending them off in a car that is a KNOWN target!
  
  
  Business Response /* (4000, 18, 2022/11/14) */
  Unfortunately, theft may occur in any vehicle regardless. This was an unfortunately incident and not the responsibility of Fox Rent a Car
  Thank you.
  
  
  Consumer Response /* (4200, 20, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Fox rental car refuses to admit their OBVIOUS neglect. Just like them I will repeat what I said earlier, "Fox Rental Car company rented a car to us that they knew was a target for the type of theft that occurred (there were 6 thefts that same month!) they shouldn't have been renting that model of car to ANYONE!! This was negligence on the part of Fox Rent a Car. It is obvious that they are using this as a revenue enhancer. This all could have been avoided if Fox would have protected their customers instead of sending them off in a car that is a KNOWN target!"

• Initial Complaint

  Date:10/06/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 4, 2022, we rent a vehicle from Fox Rent A Car Salt Lake City Airport at *** South ******* Road (Off Airport), Salt Lake City, ** XXXXX. We purchased the loss damage waiver. When asked whether an additional driver should be added, we requested an additional driver added and provided both driver's licenses. We were provided a paper rental contract without any electronic copy or any meaningful time to review the contract.
  After an accident by the addition driver, we were told by phone that the additional driver was not added to the agreement and the loss damage waiver does not cover the accident. During the phone call, the representative of Fox Rent A Car denied any fault and rejected our request to talk to the local office or the supervisor in a very rude manner.
  We will go to the Fox Rent A Car Salt Lake City Airport to seek a resolution after one of our company is out of **** We seek Fox Rent A Car to recognize that the additional driver should be added due to the mistake of their employee(s) and the loss damage waiver covers the accident.

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Thank you for the opportunity to respond to the complaint submitted by **** *** of the rental agreement SLC-XXXXXX. We are very sorry to hear that there was an accident and do hope that everyone involved is safe.
  
  Unfortunately, it is the renter's responsibility to ensure that their signed rental agreement is correct. As stated on the rental agreement which is attached there were no additional authorized drivers on this rental agreement. Because the second driver is not on the rental agreement they are not covered by any additional services nor are they authorized to drive the rented vehicle. The only authorized driver on this contract was **** ***.
  
  I apologize but as the signed rental agreement clearly states no additional drivers added, this is not something we can assist with at this time.
  
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is not acceptable as Fox fail to add the additional driver to the rental agreement by the fault of their employee as both driver's licenses were handed to them.
  
  
  Business Response /* (4000, 9, 2022/10/13) */
  I am very sorry - I do not show anywhere on the rental agreement - which is signed several times by the renter that an additional driver was added. As this is not a part of the signed rental agreement the driver was not autorized on this contract.
  Thank you.
  
  
  Consumer Response /* (4200, 11, 2022/10/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As consumers, we are users of your template contract, which gives you additional negotiation power. Your employee should give us additional notice that no additional driver is added, especially after we provided both our driver's licenses. To any reasonable person, it is assumed in this situation that the additional driver is added as your employee asked us if we wanted the additional driver added and collected our driver's licenses.
  Your answer is not satisfactory and acceptable as you do not recognize your employee's fault in failing to add the additional driver. Further, in the signing process, it did not notice the consumer that no additional driver is added.

• Initial Complaint

  Date:10/04/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from fox rent a car at the Fort Meyer air port on 9/24\2022 for a period of 8 days, to be returned on 10/1/2022. Hurricane Ian hit Florida and damaged Ft. Meyer air port heavily. We had to leave the west coast of Florida and drive to Miami to avoid the storm. Consequently, we left Florida 2 full days early.
  I was charged ****** to drop my rental at Miami airport, because Ft. Meyer is closed. I was also charged **** Per day for early drop off.
  In the event of a hurricane and a declared state wide emergency, I feel these charges are unfair and probably unlawful during a declared emergency.
  I have requested a refund from fox for these charges.
  I would like a refund of ******* for these charges.
  Thanks,
  **** ***********

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Thank you for the opportunity to respond to the complaint submitted by **** *********** of the rental agreement RSW-XXXXXX. As our website stated during the weather emergency all drop charges and early/late fees were waived during this time. I show that both have been removed from your charges, but it does appear the agent made an error and did not process the refund. That has been processed for you today and should reflect on your account in 2 to 4 busienss days. Please see the attached rental invoice.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/10/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I do think Fox rent a car are trying to take advantage of the public through their sales pressure, and misrepresntation.

• Initial Complaint

  Date:10/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Fox Car Rental ****************** in January of 2022 for a ******** Trip. A ***** ***** the ********* ********* on the car I rented. The car was parked in front of the hotel, I stayed **************** ******** ** in the middle of the night. I called the Police to report, called Fox Car Rental and my insurance company with the report number and case # assigned by Fox to ensure all parties were in communication with one another. My Insurance company managed the claim and paid their portion. I paid my deductible and ancillary costs settling in full all costs associated with this crime committed against me and the car I rented from Fox. I recently made a reservation for another ******** trip to **** ********** in early October. I waited in line an hour and when I got to the front desk, I was informed they could not rent to me as I was an undesirable customer. They are accusing me the VICTIM of the crime committed against me and their vehicle even though I did everything I was obligated to due and paid for everything I owed around the incident. This is discriminatory, unjust and the worst customer service ever image for FOX. Another company only worried about their profits and not my SAFETY. Does FOX do this to a renter who gets car ****** **** Fox Car rental owes me a written apology for treating me like I did something wrong. Fox does not even have the sophistication in their software when I logged into my Fox account to at least have the message to contact them over whatever their issue is. I should not have even been allowed to create a new reservation under my account. Fox Car rental shall pay me in Cash the points I earned in their program since now I cannot use them. The FTC should investigate Fox Car Rental for unfair and ************** ********** I will share my experience and message with everyone I know to ensure they do not use FOX who treats an honest and full paying VICTIM as a *********

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Thank you for the opportunity to respond to the complaint submitted by ***** ****. According to our claims department the date of the claim is from a March rental ************* Anytime a claim has any balance owed that is the responsibility of the renter if their insurance has not paid that claim. In this case the information below is what we received from our claims department....
  
  The actual rental this incident happened on ************** That rental took place from 3/31/22 to 4/12/22. The renter's carrier was sent the estimate and demand letter on May 13, 2022. The carrier, ******* ************* paid the estimate amount, less renter's deductible on 6/7/22. The renter was sent a balance statement on 6/9/22 and paid the balance of the claim on 6/10/22. Then we received a supplemental estimate for the damage on 6/21/22. This additional amount was sent to ******* ************* as well as the renter on 6/22/22. Several calls went out to the carrier for payment and then the bill was sent again to ******* ************* and the renter on 8/15/22. As Fox received no response from ******* ************* to the additional charge a final request for payment was sent to the renter as well as a number of voicemails left for the renter to contact us to resolve the balance. Because this balance went unpaid the claim was sent to an outside collection agency on 9/28/22 for the balance of ******* To this date the balance has not been paid.
  
  At this time, due to the unpaid balance the renter is on the do not rent list until the matter is resolved. Rewards members must remain in good standing in order to use their rewards points so unfortunately, at this time, the renter is unable to use their points for a rental. Once the matter is resolved the customer may contact the Fox accounting office to ask to be reinstated to rent.
  
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/10/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have no record of any subsequent claims. I paid with my Credit Card the Difference as stated above. My Insurance company has not sent me anything concerning the matter after they & I paid. I paid both my Deductible and the amount that the Insurance company did not cover. When I was dealing with the original amount I called multiple times and the person I was dealing with at FOX never called me once.
  I would like a copy of whatever FOX Car rental is claiming that is owed in Total to compare to my records. Also, why are there additional charges being levied after the Insurance company & myself have already paid.
  Please send this to ***************************** as that is where I will receive these emails. I will gladly settle the charges if justified but once a company gets back the Invoice for the repairs they should not be charging for additional fees of any sort. How about I charge FOX for all of my time and energy on this matter that they have been nothing but poor communicators of information and responsiveness accept when they want money but without full disclosure of when, why and a moving target. Again send whatever communication FOX claims to have sent or called about to ***************************** with a full reconciliation of all charges, dates of those charges and payments.
  
  
  Business Response /* (4000, 9, 2022/10/11) */
  I have informed our claims department that the renter states they did not receive any information on the subsequent claim. However, as communicaiton was sent to the same address and email that the previous information was sent I would assume that they will require payment to be made to collections directly.
  Thank you.
  
  
  Consumer Response /* (4200, 12, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nothing was mailed to **** S ******* *** If it was I never received it. Again, I received the original claim and amount and paid that with the CS Agent I was working with. Like I stated in my last response. Please mail me the reconciled claim that shows why the amount is changing I Paid FOX rent a Car on June 10th ********** This is ********* which was my deductible from my Insurance company plus the additional ******* which the Insurance and my deductible did not cover. So if you are adding more costs to the claim then your original claim to my insurance company and myself were misleading and you need to stand by it. Why would the amount in total be changing? This is a practice that I am sure FOX car rental has done in the past. The ** agent that I last spoke with said the account was made whole with this charge in June.