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

  8801 Las Vegas Blvd S Ste 100 Las Vegas, NV 89123-1604

• 

  Fox Rent A Car

  10411 Radar Ct Fort Myers, FL 33913-9059

• 

  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:09/09/2022

  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.

  8th September 2022
  Booking number: **********
  Original booking number: **********
  
  My partner and I arrived at the service kiosk to pick up our prebooked car and made the mistake of forgetting the drivers licence under the booking.
  
  We simply asked to change the booking name to the other driver, this was not possible and we were not offered any alternative. We would simply forfeit the entire booking fee.
  
  The service kiosk told us to call the company's call centre. When calling the company's call centre we were offered a refund on the proviso we make another booking.
  
  We have now learned as per published policy, they could have refunded us the initial booking amount as 'Fox Bucks' and we could have simply made a new booking. This was never suggested to us.
  
  We made another booking and were pressured in to paying for additional insurance and were told this was mandatory. We have now learned this is not mandatory and we already had suitable insurance coverage.

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Thank you for the opportunity to respond to the complaint submitted by ****** **************. I apologize that the renter had difficulty at pick up but the prepaid reservation name cannot be changed and that renter indeed would need their personal licnese in order to pick up the rental. Any FoxBucks provided would have had to be used in that same name as well. I do see that a full refund was provided on this reservation already.
  
  The current rental BUR-XXXXXX does show that rental liability proteciton and supplemental liabilitiy protection were signed for at pick up. As this is a current open rental, we cannot remove insurance due to the fact that the renter is covered based on their signed rental agreement. Should the renter wish to remove the coverage, we do suggest that they return to the rental facility to remove and sign a new rental agreement.
  Thank you
  
  
  Consumer Response /* (3000, 7, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  At pick up I was informed that Rental Liability Protection and Supplemental Liability Protection was required. I informed the employee at the kiosk that I had adequate rental vehicle insurance, she told me that Fox Rent A Car does not accept foreign insurance and Fox's own insurance would be required.
  
  We did our own research and discovered insurance was not mandatory. We contacted the call centre within 24 hours of picking up the car to arrange a refund and to query the insurance. They refunded the original booking because we made a second. They confirmed it is not Fox's policy to require in-house insurance. They advised me to talk to the manager on return of the vehicle to arrange a refund.
  
  I attempted to resolve this issue with the manager on return. I was met with *********** and ******* *********** She immediately offered to refund a portion of the insurance, which has yet to happen. After expressing my concerns about the way I was treated, she proceeded to insinuate I was a liar and that she was going to review the security camera footage.
  
  At that point we decided nothing positive was going to come of this interaction and left.
  
  
  Business Response /* (4000, 9, 2022/09/19) */
  I see that the location provided a refund of Supplemental liability protection today - we have also refunded the RLP today as well. Attached please find the updated rental invoice.
  Thank you.
  
  
  Consumer Response /* (2000, 11, 2022/09/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/08/2022

  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.

  Rented car ************************ starting ********* for 7 days. They Convinced us we needed to take the toll plate pass ******* for ****** per day for 7 days which was a total rip off. we only maybe hit few tolls first two or three days. think it would be fair and settle for a *** reduction from the ****** charge for tolls. Lots of bad reviews on this company. But sure state *********** wouldnt want their tourists ripped off by this type of thing.

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Thank you for the opportunity to respond to the complaint issued by **** ***** of the rental agreement *********** As explained in the rental policies attached the platepass option is a service to allow renters to go through any tolls worry free. Fox Rent a Car is not in a postition to advise customers regarding where tolls are - this should be the responsibility of the renter. To assist to resolve the complaint, we have removed the $50 off of the platepass as requsted.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/09/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Settlement is acceptable. Done in a timely manner and much appreciated.

• Initial Complaint

  Date:09/07/2022

  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.

  Booked their 3rd party ********** but booking was with Fox Car Rental.
  
  Fox Reference ************
  **** Reservation #XXXXXXXX
  BOOKING SUMMARY
  ******* ***** **
  or similar SUV with Fox
  
  ****** Airport
  Friday *********** 18:00 - Wednesday *********** *****
  Paid: ********
  
  We booked through **** Cars and paid our deposit of ********* When we went to pick up our car, we realised my wallet had been stolen. I called the Fox customer service line and spoke with someone at a call center a few different times. They told us to contact ****. **** told us to contact them. They wouldn't try to accomodate us. They said we couldn't switch the car ***************** even when alerting them before I tried to pick up the car. We had the reservation for around 10 days. We tried to work with them to see if I could forgo 3 days, which would give me enough time to get a replacement license but they wouldn't return my e-mails. The agents I spoke to on the phone were never empowered to do anything and I could never get through to a supervisor or even speak to a local rep with Fox as each local office get's routed to the call center. I spoke to **** who also habe been trying to reach them with no success. Basically, we have no agency and hold no cards and are at their mercy. This is wrong! I see from other previous reviews that this seems to be a pattern with Fox and have never seen worse reviews.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Thank you for the opportunity to respond to the complaint submitted by **** ******* regarding reservation *********** I apologize that the renter was unable to rent due to their wallet being stolen, I understand that would be frustrating. Unfortunately, our policy does state that the license must be presented in order to rent the vehicle. We cannot accept a picture in order to rent.
  
  I apologize that they have not been successful to get a refund from their booking company. No payment was made directly to Fox Rent a Car so all refunds must be done by their booking party. I am showing that ******** has not contacted the ****** department to request the refund. I have sent an email to that department today to ask if they can put in a request to expedite that for the customer.
  
  Thank you.
  
  Consumer Response /* (3000, 12, 2022/09/27) */
  I have been awaiting information from one of the companies involved with this claim and therefore have exceeded the 10 day window. This issue has not been resolved and I am still awaiting a satisfactory solution. Fox Rental Car is pushing things to the other company but the other company is communicating with us and on our behalf with Fox but are having the same issues as I encountered which is deflecting the issue or not returning correspondence.
  
  
  Business Response /* (4000, 14, 2022/10/11) */
  Please contact your booking party Wisecars to request a refund. To date a request has not been submitted to Fox Rent a Car from Wisecars. As payment was made to Wisecars they are the only ones that can issue a refund.
  Thank you.

• Initial Complaint

  Date:09/06/2022

  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.

  My car was towed from the Fox Rent A Car lot in *******, ******* during the less than 24 hour period I rented a car from them. Tow Away Zone signs were not posted near where I parked my personal car for the duration of my rental period with Fox Rent A Car. Tow Away Zone signs were posted in other areas and stated that towing was to be completed by Universal Towing & Recovery. In fact, it was towed by Brignoni Towing & Services. I had to call the Orange County Sheriff's Department to confirm this. That tow yard is 22 miles from the lot at Fox Rent A Car in violation of Orange County code XXXX-XX.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Thank you for the opportunity to respond to the complaint submitted by ***** ******. Our rental facilities do not offer overnight parking. There is ample signage regarding this throughout the ******* rental facility, please review the picturees attached. The ******* rental facility requires all spaces for the rental vehicles. A different towing company was used as this was a holiday weekend and the only company that was available for the tow at the time. I apologize to **. ****** but as the signage is relevant throughout the facility we do feel this was a valid tow of the vehicle.
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for doing your best to explain your position. However, the fact remains that your signage is not up to code and it was not in fact a valid tow because it was towed to a facility that was not posted on your signage as required by the code, regardless of whether or not it was a holiday weekend. The tow company you had posted is required, by code, to operate 24 hours a a day so, if you had called them as you claim, the tow company you contracted with would have come. The photos you posted as proof show the violations in your signage: there should be a Tow Away Zone sign posted at the entrance to the lot and there is not, the photo posted of the employee parking lot does not properly notate who is responsible for towing and provide proper signage wording, the Tow Away Zone sign posted is obstructed by landscaping and the one uploaded by Fox as proof does not show which tow company is responsible for towing. Thank you for confirming with your photos that I am correct. I have a video I took as well proving that your signage is insufficient. I will happily provide to you if given the opportunity.
  
  
  Business Response /* (4000, 9, 2022/09/08) */
  I apologize to the customer, unfortunately as there is ample signage to let all patrons know that overnight parking is not allowed we are unable to assist with their concern.

• Initial Complaint

  Date:09/06/2022

  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.

  We made a reservation (and paid *** upfront fees with a free cancelation assured by Expedia
  ) with Fox rent-a-car in the hopes of renting a car while in ******* we utilized Expedia to streamline this transaction. This did not occur, in the slightest. We arrived at the Fox car center and I had lost my license so we hoped to use my husbands license to secure the rental. They denied this as a possibility. We then attempted to cancel the reservation, and they denied that as a possibility. We contacted Expedia who then attempted to contact Fox- they were unsuccessful in their attempts, as were we. We requested a full refund given the fact we could not obtain the car by any means available, and Fox denied that. We had to sit two hours in the waiting room with staff who were incredibly rude to both my husband and myself, openly laughing at us saying that if we rented through them then "it would have been cheaper." We were stuck in ****** with no ride, not knowing what to do, and Fox refused to cancel the reservation. We were then forced to do another reservation in my husbands name, they gave us another car, different than the one requested, and forced us to purchase their insurance because one of their requirements was to use a credit card with ****** dollars for a deposit or buy their insurance. We payed *again* in full for a vehicle so that we could leave the city.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Thank you for the opportunity to respond to the complaint submitted by ****** ************ regarding the reservation ********** for the Cancun rental facility on September 6, 2022. I apologize that the customer had an issue at pick up. Unfortunately, the name on the reservation must match the licnese and credit card used at pick up.
  
  This reservation was not booked as a prepaid reservation, all information provided to Fox Rent a Car from Expedia shows this was a pay upon arrival reservation. Any refund due to the renter would need to be issued by Expedia directly. Fox does not accept prepaid reservations for any international location.
  
  We do suggest that the renter contact Expedia for any refund, we apologize that they were unable to utilize the reservation but policy does state that the license and credit card must match that of the reservation to avoid any fraudulant activity.
  
  Thank you.

• Initial Complaint

  Date:09/05/2022

  Type:Product 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 prepaid for a rental car on 7/2/22 through *********** with Fox Rental car in ******************** for the dates of 8/17/22-8/21/22. We prepaid with an ***** Card number off our phone but we do not carry an apple credit card. We do not have any credit cards. When we arrived on 8/17/22 to get the car the woman asked for the credit card we prepaid with. We explained it was on the phone and we did not have a card. The woman said we could not use a debit card and it had to be a credit card for the deposit. She explained that she could easily refund the money to the ***** Card and would call us a ride to take us to a car rental place that would accept a debit card. She gave me a paper that has a refund agreement and confirmation number and said all I had to do was call *********** and verify the last 4 of the ***** Card to get the refund. I called *********** and they stated they would call fox rental car. A couple of days later I received an email from *********** that stated that Fox rental car would not approve of the refund and we would not get our money back. We did not use the car or ask for the refund. We were forced to do this whole process so all we want is our money back. We ended up having to spend all of our travel cash on a different rental car and did not get to have the vacation we wanted because of all of this. We were promised a refund and that is what we want.

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Thank you for the opportunity to respond to the complaint issued by ****** ********* of the reservation **********. I am very sorry that the renter was unaware of the payment policies, this information is provided on the rental policies provided during the booking process. All cusotmers must agree to the rental policies in order to book. The payment policy is attached here for review.
  
  I do not show that ******************* has contacted Fox at all to request a refund of this reservation. We are happy to email them to issue a request but do suggest the customer also contact them directly. We have the information from the location already entered so any request would be approved upon receipt. As of today, September X XXXX no communication has come to Fox from Travelocity.
  
  Thank you.

• Initial Complaint

  Date:09/04/2022

  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 vehicle on June XX -XX XXXX from foxx car rental ************
  I was told not to fill up the gas tank when I returned the vehicle that their gas was the cheapest. I returned the vehicle with half a tank of gas and my credit card was charged $108 for the gas. This is more than twice the amount of what it would cost to fill it back up. I rented again from them on August XX-XX XXXX ************** and they were pushing me to bring the car back with the gas as close to empty as possible. I thought this was odd and that's when I checked to see how much my credit card was charged for gas the first time. I filled the gas tank up 12 miles before returning the vehicle so I wouldn't be charged and was charged ****** for gas. This is fraud and I want my funds returned to my credit card.

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Thank you for the opportunity to respond to the complaint submitted from ******* ******** regarding rentals****************************
  Fox Rent a Car offers a prepaid fuel service. The service sells prepaid fuel for either a full or half of a tank of gas depending on the needs of the customer, the prepaid fuel option is non refundable as this is a service so you are not charged for the amount of fuel used - you are paying for the refuel service. I am showing that on ********** the customer signed a rental agreement to add the prepaid fuel and a platepass ** cover toll roads during their rental. The total of these two added items was ******** Both the signed rental agreement and final invoice are attached. As the customer states that the prepaid fuel option was not explained clearly I will provide them a refund for *** off of the fuel as they state they returned with a half of a tank. A refund of ****** has been issued to the card ending in **** and the invoice attached will reflect that refund.
  On the rental ********** I do not show that any charge as issued for fuel on this rental. The only additional charge is for the upgrade, which was signed for taking the renter from the economy car to the full size car. Attached you will find both the signed rental agreement and final invoice.
  If there are any additional questions, please let us know.
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will accept the refund and explanation on the rental*********** The car rental upgrade charge is not accepted. I was asked if I wanted to upgrade because of how small she said the car was. I stated, no that it was only my wife and I. She then asked how much luggage we had and I said only the one large suitcase and that I would put it in the backseat if it wouldn't fit anywhere else. She then had me sign different screens and never said a word about an upgrade being added. When we went to the car they had for us, it was an upgrade and my wife said, that's why they wanted us to upgrade because they didn't have our vehicle size available. The screens we sign don't show what you are signing for and this is fraud. I want a full refund of the additional $75 charged for the upgrade.
  
  
  Business Response /* (4000, 9, 2022/09/07) */
  I apologize for any miscommunication at the rental counter, I do show that the upgrade fee was signed for and have attached the signed rental agreement here for review.
  As the customer states that it was not explained fully for the upgrade to the vehicle, we have issued a refund of the upgrade to the renter. The updated renta invoice is also attached.
  Thank you.
  
  
  Consumer Response /* (2000, 11, 2022/09/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/31/2022

  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.

  Had a very minor collision with a Fox rental car. Left a dime sized dent on the rear bumper. Talked to Fox on the phone, rep said they may not even put a claim on it. The vehicle was a well worn, dinged up, and not in very good condition. About a week later, a bill from Fox came in the amount of ********* Keep in mind, this was a dime sized ding in a rear bumper on a dented up **** Repair cost was listed as ***** The company packed the ******* taxes to the max: loss of use ***** diminished value ***** admin fees ***** So...this appears to *********** in some fashion my capitalizing on the misfortune of other people.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Thank you for the opportunity to respond to the complaint submitted by **** *******. Unfortunately, we do not have a rental agreement in the name of **** ******* or anything close. We have also searched by the email and phone number provided. If the renter could please provide a rental agreement number for this complaint we would be happy to research with the claims department on the concerns.
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The Fox Claim # : MIA-XXXXXX-***
  
  
  Business Response /* (4000, 9, 2022/09/15) */
  Thank you for the opportunity to respond to the complaint issued by **** *******. **. ******* was not the renter of this vehicle, but is listed in the claim on the vehicle. The claim has been closed by Fox and paid for by Fox it will be the responsibility of the renter at this point. They may file against damages but Fox is no longer a part of this claim.
  Thank you.
  
  
  Consumer Response /* (4200, 11, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business' response is simply not true because I sent payment in full for $1253 dollars to Fox Damage Recovery Unit in Henderson, NC. I am pretty sure Fox did not pay for anything;however, Fox is welcome to issue a refund to me.

• Initial Complaint

  Date:08/30/2022

  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.

  I reserved a midsized vehicle via Expedia on ******* to seat 5 people. This was the ****** ****** location and our date were ********** The first problem was they tried to give us a small vehicle saying that's what we reserved and said to get something to fit all 5 of us, they would have to upcharge us *** a day. We had a 3 year old with us and had gotten in from out of state and had to take the shuttle, so we didn't have any other options. They also pre charged us $88 dollars for fuel which was beyond the local rates we saw and we only used half a tank. Our initial confirmation said total price included all mandatory taxes and fees but yet we were ******* more. We initially paid ******* and they are going to charge us even more. We don't mind paying the initial amount we paid, but all the extra is *********** The customer service people there were incredibly **** and we were not the only people having issues.

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Thank you for the opportunity to respond to the complaint submitted by ************ ******* regarding the rental agreement *********** Our records indicate that upon pick up the renter opted to upgrade the vehicle from the midsize SUV to the standard SUV and add prepaid fuel to the rental at pick up. The signed rental agreement showing these items were signed for is attached.
  
  Based on the information provided in the complaint, we find that the upgrade fee should be removed due to misrepresentation of the original vehicle as they both seat 5 passengers. A refund of the upgrade fee has been provided and should reflect on the renter's credit card in 2 to 5 business days.
  
  The other charge paid directly to Fox Rent a Car is for the prepaid fuel. We find that the vehicle was returned with 1/2 of a tank of fuel and the fuel purchased was used to refill the vehicle upon return.
  
  An updated rental invoice is attached to review charges paid directly to Fox Rent a Car.
  
  Than you.

• Initial Complaint

  Date:08/30/2022

  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.

  An employee at this establishment said I needed insurance on my rental. I said I already had private insurance, do I still need to get insurance from them? She said yes it was required, and the minimum insurance was Liability Insurance. I was in a rush and agreed. She said my car would be a *** Soul *********** **** I had booked a ******* *** and didn't know the difference), and that I'll probably need a bigger one. I asked if that was the only one she had and she said yes. Regardless, she gave me a smaller car than what I had originally booked, and I made it work.
  
  Upon returning the car, I went into the rental shop, went back to ***** (the same employee from last time and her manager was there with her) and told her I wanted to remove the insurance from my rental. She asked, you just returned the car and want to remove the insurance? I said yes, because it was not required in the first place when I was told that it was. She asked who told you that? I said you, straight to my face you told me! She said oh really, you want to pull up the security footage? We have cameras and microphones. I said yes, please! *********** my story. She shook her head and walked off to let her manager talk to me. Her manager asked why I just now tried to remove the insurance instead of after the first couple days with the rental. I explained that I didn't know it wasn't required until recently when an employee said they make commission off of the insurance and other things. The manager looked visibly angry and asked what the name of the employee was that told me that. I said I'm not going to tell you the name of the employee. She said then we can't do anything else for you here.
  
  I called the billing department and they refunded me half but I want all my money back for the insurance. I had my personal insurance the entire time and it was not required like I was told.

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 10, 2022/09/06) */
  Thank you for the opportunity to respond to the complaint submitted by ********* ****** of the rental agreement MCO-XXXXXX. I apologize for any miscommunication provided at the location, I do show that the insurance was signed for at pick up and a disspute opened. As the insurance was signed for a 50% refund as provided. The other half was refunded to day and updated invoice attached.
  Thank you.
  
  
  Consumer Response /* (2000, 12, 2022/09/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They refunded 100% of the insurance the employee said was required even though I had private insurance coverage. Thank you, I am completely satisfied.