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:09/30/2022

  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 rented a mini van for a trip I was taking to California. I prepaid for the vehicle and indicated I would need two car seats. When I arrived to pick up the vehicle on 9/21/22 they did not have a van or car seats. They assured us that they would resolve the issue and attempted to find another car and then attempted to charge our credit card at a higher rate than what was discussed previously for a lesser value car! I prepaid for the vehicle and only planned to put the security deposit that was indicated at booked on a credit card. When I heard all of this we tried to cancel the booking as they did not have what we paid for and it was seeming like a scam. They again assured us that getting our money back would be no issue. We reserved through *********** and told us we needed to go through them to get the money back. I contacted *********** and they went back and forth with fox who first claimed that we did get a car and then claimed that this was due to credit card. In reality they charged a higher amount than what was supposed to be charged and didn't have the product. At this point *********** gave us a number for fox to try to get the money from them directly. When we called the person on the phone sounded like they were an outsourced company and refused to allow us to speak with a manager. When we persisted we were told there is no manager. We still don't have our money back and have not had any opportunity to speak with a manager about our experience. I am out the money for a rental I didn't get and had to rent another van for this trip! This company is a **** and a rip ****

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/10/03) */
  Thank you for the opportunity to respond to the complaint issued by ****** ******* of the reservation *********** I show that this reservation is in the name of ***** ******* and that upon pick up the reservation was voided. I do show that Fox Rent a Car has approved a refund to the booking party, **************, several times. We show approval was done by Fox on 9/29/2022 and 9/30/2022. I would suggest that the renter contact their booking party to find out the status of the refund as it has been approved by Fox.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/10/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for approving the refund. I have not yet seen the funds returned to my account. I would have expected since the approval was late September that these would be returned to me by now.
  
  Consumer Response /* (3000, 14, 2022/11/02) */
  I have not yet received a refund from the company.
  
  
  Business Response /* (4000, 16, 2022/11/14) */
  I am very sorry to hear that the renter has not received a refund. Approval has been provided by Fox Rent a Car. Payment was not issued to Fox Rent a Car, therefore, any refund to be issued must be done by the booking company which we sho is RentalCars.com. I would highly suggest that the renter reach out to Rentalcars.com directly for assistance as we have no way to issue the refund directly.
  Thank you.

• Initial Complaint

  Date:09/30/2022

  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.

  Reached out to fox chat support as it kept saying we cannot complete your reservation. The agent confirmed the rental did NOT go through. Then two days later I get an email saying car reservation confirmed. I reached out immediately to get it cancelled *********************************** anyway and couldn't make the trip. Fox said too bad it's non refundable. So you're telling me you guys support people with ***** being in your cars. I'm being charged for a rental I don't have. ******* reached and told fox declined. Absolutely ridiculous .

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/10/03) */
  Thank you for the opportunity to respond to the complaint issued by ***** *******. Unfortunately, if the rental was prepaid with ******* all refund or verification of the reservation would have had to be done directly with ******* not wth Fox. As I do not have a confirmation number and the email and phone provided do not bring up a reservation I cannot confirm if ******* reached out to Fox for approval. If the renter would like to provide the confirmation number we are ***** to check on that. In order to receive a refund a doctors note for non travel is all that is required.
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The confirmation details were provided. Here they are again. ******* reached out to FOX and requires FOX approval regarding a refund. I am not posting my medical records on here but you can provide an email address and I will send.
  
  Confirmation: ***********
  ******* itinerary: XXXXXXXXXXXXXX
  Email: ****************
  
  ******* itinerary: XXXXXXXXXXXXXX
  Purchase date: Sep 27, 2022
  Booking details
  *******************
  ***
  Van
  7 passengers
  Pick-up: Sep 27, 2022 at ******
  Drop-off: Oct 4, 2022 at ******
  Booked for: ***** *******
  
  
  Business Response /* (4000, 9, 2022/10/06) */
  Thank you for providing the information on the reservation, at this time Fox is simply waiting for the doctor note in order to approve a refund. Once that is received Fox is happy to offer the option for a full refund.
  Thank you.
  
  
  Consumer Response /* (4200, 11, 2022/10/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Provide an email address. I am not publicly providing medial records. Any responses on this site are accessible to the public.

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair 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 am writing to you in relation to rental agreement number *********** The car provided was so old and ************ that on day 2 of our 11 day hire, it broke down at 1 am at night due to an electronics issues in the middle of nowhere with no reception. We contacted your RSA through calling 911 (we had no reception), were told a tow would be arranged and despite us explaining how desperate we were for a tow to be sent as urgently as possible, 3 hours later there was no tow. After calling *** multiple times to connect to your RSA, spoke to the same person who said he couldn't get in contact with the tow car company you use so he didn't arrange it!! When asked when it would be arranged, we were told - don't know! After calling police to come to the site and arranging a tow ourselves and paying for tow, we were told you would send out another car in 5 hours. We waited 12 hours for that car to arrive. This experience COMPLETELY ruined the rest of our holiday. We are asking for compensation and a refund of our entire booking, not least because we were unable to actually even use the car for a period of 2 days, and the stress caused by your failure to service your vehicles and provide proper RSA cost us a lot more in lost holiday time. The compensation we were offered (being the day rate only) is totally inadequate because we should not pay all the taxes and insurance if we cannot even use the car. It also doesn't account for the complete failure on your part to provide any service worthy of payment.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/29) */
  Thank you for the opportunity to respond to the complaint submitted by ****** ******* regarding the rental *********** I apologize that the renter experienced an issue with the rental. I show that a refund request for the amount of ***** has been issued ***************** to provide that amount back to the renter for the towing expenses they experienced. I also show that a refund of ******* was provided by Fox Rent a Car back to the renter. This rental was issued for a total of 11 days with over *** miles. The renter is only being charged a minimal amount for the rental for time used due to their experience and we do feel that this was resolved with the resolution on 9/26/22.
  
  Thank you.

• Initial Complaint

  Date:09/26/2022

  Type:Order 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.

  On August 21, I rented a car from Fox Rental Cars at ****** airport. Because there was fraud on my credit card a few days prior, I did not have a working credit card and was unable to obtain the car. Fox assured me that if I called ************** I would receive a refund. This was not the case. ************** said that they couldn't reach a Fox *************** and then stopped taking my phone calls. They also (twice) closed the online dispute I opened directly with them without contacting me. Fox refused to send me any sort of email confirmation that I did not receive the car. They also refused to do anything without hearing directly from *************** If ************** is so terrible about following through, perhaps Fox should not be doing business with them.

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Thank you for the opportunity to respond to the complaint submitted by ****** ***** regarding reservation *********** Unfortnately, the website rentalcars.com requires that the renter call in to request the refund and they do not accept a request from Fox directly. To date I show that the renter has contacted Fox several times to make the request and each time was referred to contact rentalcars.com. I do not show that rnetalcars.com has ever contacted Fox to inquire regarding the refund - this reservation is marked for approval for a refund but the renter must make this request with rentalcars.com not with Fox Rent a Car as their payment was made to Renatlcars.com.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/10/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Rentalcars.com finally responded to my complaint through BBB and refunded the money (they did *not* respond to calls or emails) so I was able to obtain my money once again from Fox. But Fox should reconsider their relationship with Rentalcars.com considering how hard it is to get a refund from them.

• Initial Complaint

  Date:09/22/2022

  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.

  I rented a car using the Priceline app and pre-paid for a rental car. Our flight was delayed and the fox rental car location was closed. After trying to reach both Priceline and Fox while trapped at the airport at 2:30 am I received no help from either.. Priceline took my money but couldn't find the reservation) tried to contact fox from 8 am unil noon the next day only to be told they wouldn't connect me with the airport location or honor my paid for reservation.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Thank you for the opportunity to respond to the complaint issued by ***** *****. I do find a reservation for a ********* ***** that matched this phone number so I will assume that is the reservation in question. I apologize that the flight delay got the renter into the Tampa area after closing. I do show that confirmation that the rental was not used was provided to both Priceline and Europcar to request a refund of the reservation. I will submit a second request today as well.
  Thank you.

• Initial Complaint

  Date:09/22/2022

  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 the car through ********* and paid in advance no refund. *** . I get there the lady tell me she need my card . I tell her I paid in advance and have my own insurance full coverage with state farm . I get charged *** dollars for insurance that I didn't want

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Thank you for the opportunity to respond to the complaint issued by ******* ******* regarding the rental***********. I show that upon pick up the customer signed to add loss damage waiver coverage and a platepass *** toll roads throughout the state *********** Per the customer's request the loss damage waiver coverage was removed and refunded. I will assume that tolls were utilized and leave the platepass ** is. Attached please find the signed rental agreement from pick up and an updated rental invoice.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/09/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thanks for the refund and yes I did want the toll road plate so that worked out perfectly.

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair 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.

  Fox Car Rental - *********** ********** XXXXXXXXXXXXXX
  Rental Agreement #: **********
  
  I am writing to dispute an additional charge of ******* for an upgrade charge of a Fox Car Rental compact SUV in ****** ** August 6-14. I did not request an upgrade. The woman representative at the desk asked how many people we had. I said we had 3. She asked if they will they have suitcases to which I responded, yes. She said it's a very small trunk; there isn't enough space in the trunk for 3 suitcases. I said that we could use the back seat. She immediately offered to upgrade the car one level for no additional cost. I said fine. Then she said she had the authority to upgrade the car two levels, assuring me again this was all at the same cost. I speculate now that the compact *** wasn't' even on the lot, and that she didn't have the first level upgrade vehicle on the lot either.
  
  I walked away with the rental agreement that said ******* as the total cost of this rental, which I had already pre-paid on May 31 through ************ I looked the Rental Agreement over with my travel companions later in the day as we were reconciling our expenses. Had it been more than ******** I would have called about this immediately.
  
  I am disputing the additional charge of ******** I called Fox customer service and the rep apologized but said she had a signed copy of my rental agreement and that I had agreed to the additional charge. She said she would send it to my email. She sent me two documents, none signed. Either way, I did not agree to upgrades at additional cost.
  
  This practice is ********** I want a credit of the additional charge. How does a business get away with this?

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/19) */
  Thank you for the opportunity to respond to the complaint submitted by ************ of the rental agreement **********. I do show that a rental agreement was signed agreeing to the upgrade from the compact SUV to the full size SUV for a rate of $28.00 per day. Please see attached signed rental agreement. As the customer has stated that this was not discussed at the rental counter we will make an exception to remove the charge for them. Attached please find the updated rental invoice as well as the signed rental agreement.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/09/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/16/2022

  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 had rented a car from Fox Airport rental from 16th July to 25th July.This is the worst rental experience I have ever had. Firstly the guy at the counter asked me to upgrade saying that roads and elevation *********** demands an upgrade. Our car had a **************** battery, we would need someone to jump start it so many times on the road.We called roadside assistance many times but no one answered and we were stuck on the road due to this time and again. The front number plate was broken which I did tell Fox when we rented the car but we were told it would be OK. Cops caught us on the freeway and we had to explain all this to him. Some small interior of the car also had broken stuff. I would request a full refund of this as we were promised a working car, but faced a broken car for most of the days in our rental time period.

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/19) */
  Thank you for the opportunity to respond to the complaint submitted by ****** ****. We are very sorry to hear that the renter was not satisfied with their rental experience. I do show that the rental was driven **** miles during the rental period. Due to the high mileage a full refund is not soemthing I can offer as it does show use of the vehicle. In an effor to resolve the complaint a partial refund of ******* has been issued to the renter. The receipt for the refund is attached.
  Thank you.

• Initial Complaint

  Date:09/14/2022

  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 mid size car from Fox Rent-A-Car ****************** from 7/30/22 to 8/6. I initially rented the car ***************** and pre-paid in the amount of $236.04 on July 1. when I went to pick up the car on 7/30 All they had was a compact, *************** and did not fit so they placed me in another car a small ***. I was told that the gas prices were three dollars a gallon and that I did not need to fill the car upon my return. They asked for my credit card and they were going to hold **** for gas and tolls and any portion do not used would be placed back on my credit card. The *** they gave me did not run and the battery died and I returned the vehicle the next morning they gave me another *** in its place which was fine for the remainder of the rental. I return the vehicle on August 6 and asked what would be the charges on my credit card and they did not know what the time and said that the tolls and gas price has not come in yet. When my credit card statement arrived I noticed that I was charged twice on 8/6/22 by Fox Rent-A-Car in the amount of ******* and ******* for a total of ******** The weekly rate of this vehicle was ******* and based on the three charges I paid ******** I called ********* who tried to intervene and was unsuccessful and told me that I needed to contact Fox Rent-A-Car directly. I contacted Fox on 9/14 and explain the situation and was told that I was upgraded and I said not my fault you didn't have a car reserved, she said I would upgrade it again said not my fault the car was in operable. I also disputed the gas charges of 9 per gallon. She said that was in the contract I also said ******* weekly rate was in the contract and I was charged ***** She said sorry can't help you call your credit card company and dispute the charges if you want. I have called my credit card company and advise them of the situation and the fraudulent charges that I received see pictures of invoices and receipt.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Thank you for the opportunity to respond to the complaitn issued by **** ***** of the rental agreement *********** I apologize that there seems to be a discrepancy on the charges. I show that upon pick up the customer added a platepass ** cover toll roads and upgarded their car *********** As the customer has stated that the reserved car calls was not available we have removed the upgrade charge. I assume they utilized the toll pass *** their tolls throughout ******* so that has remained on the rental. There was a fuel charge at return as no prepaid fuel was added to the contract, in order to resolve this portion of the complaint the fuel was adjusted to the prepaid fuel rate of ***** per gallon which was the prepaid fuel rate on the date of pick up. A refund of ******* was processed today. Attached please find the original signed rental agreement as well as an updated rental invoice.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/09/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for everybody's cooperation. The matter has to my satisfaction and considered resolved. Thanks again

• Initial Complaint

  Date:09/12/2022

  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.

  This is the WORST rental car company I have ever rented a car from. I should have definitely looked at the google reviews before renting a car from them. Please DONT and NEVER rent a car from these guys. these guys are big ****** and will do anything to charge you money for any reason. Always take pics of your fuel gauge before and after you return the car because they will find some reason to charge you for fuel. I was charged ******** plus taxes for the ***** They also told me that the tank was only half full, luckily I had taken a pic and the tank was only a quarter empty. I would suggest NEVER renting from these guys even if you have to pay a slightly higher price with other companies. I was charged *** ******* for ** ******* of fuel.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 8, 2022/09/27) */
  Thank you for the opportunity to respond to the complaint submitted from ******** ***** regarding the rental agreement PHX-XXXXXXX. Fuel level must be the same as pick up - as stated on the rental agreement any fuel that is needed at return will be charged at ***** per gallon (see attached rental agreement). I show that the rental was returned at *** full and the renter was charged for half of a tank ***** gallons of fuel for the half of a tank) I show that these charges are correct but in order to come to a resolution with the customer a refund of a portion of the fuel charge was issued. Please see attached the rental agreement showing that the renter must return the car with the same fuel level and the charges if they do not. I show that this is resolved with our billing department in a fair manner so no additonal compensation will be issued.
  Thank you