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.

close

Find a Location

Fox Rent A Car has 26 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  1 Nassau Cir Kansas City, MO 64153-1272

• 

  Fox Rent A Car

  189 Paris St Kansas City, MO 64153

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:08/29/2022

  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 am not happy with the hidden fees and charges of FOX Rental Car. Specifically the one near ************** Airport. ***** is what I pre paid to get the car. when I was done I was charged another ***** to a grand total of ******* for a car I did not ask for, you didn't have the car that we agreed on or one like it. This method seem like predatory business practices. Most of the after charges were taxes that they knew they would have to charge. We went on vacation with a shoestring budget. It's my fault I guess I should've budgeted in getting screwed out of money. I know now. I've filled out a Survey and a Sent a review in to there website complaining about the issue. I've heard from no one.

  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 ***** ***** in regards to rental agreement **********. I am showing that Mr. ***** signed to add prepaid fuel and loss damage waiver coverage to this vehicle at pick up. Those are the charges submitted by Fox Rent a Car on this rental per what the renter signed for at pick up. Please see attached signed rental agreement and final inovice.
  Thank you.

• Initial Complaint

  Date:08/27/2022

  Type:Product 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 rented me a car and within 2 days of the rental, the brakes made a grinding metal noise. The brakes were shot and had to be serviced. Brakes did not fail and nobody was hurt. However, upon bringing up this problem and the fact that it was a preventable safety hazard to myself and other drivers, I was offered negligible compensation($75, less than 10% of purchase total). If it was any unforeseeable issue such as engine malfunction or check engine light comes on, I could understand the lack of maintenance. Brakes, though, should be checked often and can cause life-threatening issues if not. I would like a refund, but more importantly I would like some sort of pressure to check their vehicles(oil and brakes).

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Thank you for the opportunity to respond to the complaint submitted by ******* ******* of the rnetal agreement DEN-XXXXXX. I do see that a complaint was sbumitted to our roadside assistance team regarding the brakes. Unfortunately, the renter had broken the rental agreement by travelling with the vehicle into ******** Our rental policies do state the geographical restrictions with the vehicle. Travel into Montana is restricted as we do not have maintenance or towing services available to us in this state. These retnal policies are provided during the booking process and are attached for review.
  
  Due to the geographical restrictions being violated, the roadside assistance team was unable to assist with services on this vehicle. I understand that the customer felt they were put in danger with the vehicle, had they not violated the geographical restictions the roadside assistance team would have been able to get them a new vehicle.
  
  In an effort to resolve the case, I am unable to provide a full refund as the rnter had the vehicle for a total of 10 days and drove **** miles. We have provided a refund of **** back to the renter's credit card on file.
  
  Than you.
  
  
  Consumer Response /* (3000, 7, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm unhappy with that response. The brakes were worn down to metal on metal within 2 days of the rental. Moreover, the brakes were shot regardless of any geographical restriction.
  
  It was negligent to allow a renter to drive a car without brakes as it affects their life and others' on the road. This error was preventable with regular maintenance.
  
  Do you think future customers would be satisfied seeing I was returned $250 of my $1250 rental after my life was put at risk due to your negligence?
  
  
  Business Response /* (4000, 9, 2022/09/06) */
  I am very sorry to hear that the customer is not satisfied with the resolution provided. As the customer put 2753 miles on the vehicle and violated their rental agreement by taking the vehicle out of the geographical restricted areas this is the largest amount we are able to refund for resolution.
  Thank you.
  
  
  Consumer Response /* (2000, 11, 2022/09/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/23/2022

  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 this car in June. At check in, the representative offered us an upgrade for ****** more because he said he had applied EMS, military and airline discounts. I gave an electronic signature prior to receiving a copy of my signed rental agreement. The car was returned without issue and we were advised there were no additional charges. In July, I began receiving emails from someone from fox stating that my account was closed in error and I owed ******** When I advised I had a zero balance and provided my statement she told me she was sending me to collections. I escalated the issue through Fox customer service and received a statement dated July 22nd showing a zero balance. I believed this to have settled the matter. I began receiving harassing emails from ******* again on 08/20 saying I still owe ******** I provided the zero balance receipt and she told me she was sending me to collections. I requested contact information from her supervisor and she emailed me. She said the charges were valid and sent me the same breakdown ******* had sent. I provided her all information and her response was that she was sending me to collections. I believe they are trying to elicit money that I have repeatedly shown that I do not owe and they have repeatedly ********** to send me to collections which violates the *********** and small claims agreement of my contract.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Thank you for the opportunity to respond to the complaint issued by ***** *******. I show that the renter opened a rental agreement DEN-XXXXXX for a 7 day period with a rental total of ******** Please see attached signed rental agreement from opening of the rental. I do show that there was an error and the rental was closed but as the renter did have the vehicle for the full 7 days the entire rental amount is due on this rental. I show that the vehicle was picked up on 6/11 at 2:50pm and returned on 6/18 at 10:09 am resulting in a 7 day rental. The total of the 7 day rental is ******** To date, the renter has paid a total of ******* on this rental and there is a balance of ******* owed please refer to the signed rental agreement for the breakdown of charges.
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I have provided to BBB, FOX rental cards settled this matter with me in July and sent me a zero balance receipt. I was advised at check in that I had received discounts for EMS, military and Airlines and did not see the break down of charges until the agreement was emailed after signing. This issue was resolved with FOX customer service as shown in the statement on 07/22/2022.
  
  
  Business Response /* (4000, 9, 2022/08/26) */
  I am sorry that the customer feels this was resolved. The receipt they received was the receipt for the continued rental (which was zero as charges are reflected on the original reservation). There is a balance still owed by the renter for time used on this rental.
  Thank you.
  
  
  Consumer Response /* (4200, 11, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My original rental agreement shows a balance owed of $70.22 which I paid at check in or I would not have received the car. I have they can alter whatever internal documents they want but the only receipt with my signature shows a balance of $70.22. I have receipts for the whole rental period showing zero balance and each one has different amounts shown.

• Initial Complaint

  Date:08/20/2022

  Type:Sales and Advertising 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 ordered a rental car online from ********* and paid in full before pick up. When picking up the car i was told my total with a **** hold on my card which came up to over **** dollars. I was told to return the car with an empty gas tank and the following tolls that were included in my package deal. I asked was everything included in the price that i already paid and i was reassured that it was. When turning in the car fox rent a car tried to bill me extra for the gas and tolls. I told them that i was told and reassured that it was included in the price that i paid at pickup. I asked to speak to a manger. She refunded me my money and signed the receipt. She told me that i would not have to pay anything extra since the guy told me that (I also had witnesses present during the conversation) it was included which prompted me to not take additional routes around tolls and to return the car with an empty gas tank. Two months later they have been trying to charge me for additional charges. This is the 3rd time that they have tried to take additional money from me.

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 10, 2022/08/25) */
  Thank you for the opportunity to respond to the complaint submitted by ********** ***** regarding the rental agreement ***********
  First, I do want to point out that this was not a prepaid reservation in our system. Please see attached reservation as placed by Priceline this was to be paid upon arrival.
  I do show that the original rental agreement shows that the renter opted for a platepass to cover all tolls with this rental. However, based on the information on the rental and accounts entered in this complaint the renter stated they did not wish to have added items on this rental. The manager on duty removed the platepass from the rental as requested by the renter. That removed the charge for the platepass but does not cover any toll charges that the renter may have incurred. A renter is fully responsible for toll charges they incur during a rental. If they wish to not have the offered platepass they are responsible for all charges. If a toll is unpaid, as stated in the rental policies, the renter is charged by ************************* for the amount of the toll plus a **** administrative fee per toll. Please see attached policies. As the platepass was removed from the rental, the renter is responsible for all toll charges. These charges are not being charged by Fox Rent a Car but by **************************. Should the customer have a question on their toll charges they may contact them at XXX-XXX-XXXX.
  Thank you.

• Initial Complaint

  Date:08/19/2022

  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 booked a car for **** ******* from ************** airport on the additional car booking option *************** The total cost estimate was ******* When **** went to pick up the car they forced him to buy the insurance which is covered by our credit card already and we tried to decline but they said due to an out of state license we did not have a choice. As he was there for work, he did not have time to argue with them and they were extremely **** at the counter offering zero assistance. When **** returned the car they ******* over double the original estimate Totaling ********

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Thank you for the opportunity to respond to the complaint submitted by **** ******** on behalf of the renter **** ************* of the rental agreement *********** I have attached the signed rental agreement, we do show that all items charges were signed for at pick up.
  As the complaint states that the renter was told this was mandatory to rent, we have issued a refund for the additional coverage.
  Attached please find an updated rental invoice.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/08/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They removed the superfluous charges. I am satisfied with their response.

• Initial Complaint

  Date:08/19/2022

  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.

  I have made a pre paid reservation online with Fox car rental with a plan to travel to Michigan state for family holidays about 2 months in advance of traveling date and there was no prior destination requirement from Fox and the online booking process went smooth. At the time of collecting the vehicle the service desk informed me they are not in contract with Michigan State and she cant let me have the vehicle now even if I commit not to travel to Michigan.. (what a joke of a service is it)
  I want my full refund including the $500 which Fox deducted 2 month in advance and already made interest money on it.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 6, 2022/08/25) */
  Thank you for the opportunity to respond to the complaint submitted by ***** **** in regards to the reservation FFXPXXXXXX. I am very sorry that the renter was not aware of the geographical restrictions, this infromation is provided with the rental policies at the time of booking as well as is available on our website to avoid any surprises at pick up. I show that this reservation was booked on 7/13/2022 for pick up on 8/16/2022 and due to the geographical restrictions a full refund has been issued today. The customer should see the refund of both the security deposit and the rental in 3 to 5 business days.
  Thank you
  
  
  Consumer Response /* (2000, 8, 2022/08/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate the response from the business addressing the matter in utmost professional manner. Since I have received my total charge (rental + deposit), I would like to close out this case and thank BBB for providing such platform to raise customer issues in most professional way.

• Initial Complaint

  Date:08/16/2022

  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.

  Rented a car from Fox 5/21-6/11/22, and prepaid the full cost. However, upon returning the vehicle on 6/11/22, complained to *******, the car rep, that I didn't realize I was being charged for additional insurance coverage LDW, and wanted those charges removed, since my car insurance fully covers car rental insurance charges. ******* said he'd talk with his supervisor, ****, and have the charges removed. Also contacted the Fox Rental call center on 6/11/22, 3:58 pm, and talked with the call center supervisor, who said he'd make a notation on the computer in my records, stating he could only offer a *** refund. Have tried contacting Fox over ** times, however, their phones are always busy, or there is no answer. I am seeking a full refund for the overcharge of *******

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Thank you for the opportunity to respond to the complaint issued by **** **** of the rental agreement ONT-XXXXXX. We have reviewed the case, and do see that the insurance in question was signed for at pick up. There is no report that after pick up or after receiving the signed rental agreement that there was a dispute of the insurance. The customer had the vehicle for a total of 21 days and was fully covered by the insurance during that time. I do show that the customer opened a dispute after return, the management team of the rental facility declined a refund based on the time they had the vehicle and that no dispute was open prior to return.
  
  In an effort to come to a resolution with the customer, a refund of *** of the insurance charge has been issued. This determination came from the information provided and the signed rental agreement which is attached.
  
  The cusotmer can expect to see the *** refund to their account in 3 to 5 business days.
  
  Thank you.

• Initial Complaint

  Date:08/15/2022

  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.

  I MADE A RESERVATION, THRU *******, ************ WHEN I ARRIVED AT ************** AIRPORT, I FOLLOWED THE INSTRUCTIONS AND MADE MY WAY TO THE SHUTTLE AREA FOR PICK-UP BY THE FOX RENT-A-CAR SHUTTLE.
  
  THE RESERVATION WAS FOR PICK-UP ON JULY 31, 2022 AT APPROXIMATELY 9:30PM. FOX RENT-A-CAR IS OPEN UNTIL 12:30PM, PER THEIR WEBSITE AND PER THE RESERVATION. THE RESERVATION WAS PRE-PAID ($160.60), SO IT WAS GUARANTEED THEY SHOULD HAVE PICKED ME UP FOR THIS RESERVATION.
  
  OUR FLIGHT WAS SLIGHLY DELAYED, HOWEVER, WE STILL ARRIVED DURING THE TIMES OF OPERATION.
  
  AFTER 30 MINUTES OF NO SHUTTLE, I TRIED CALLING MULTIPLE TIMES. FOX RENT-A-CAR NEVER ANSWERED THEIR PHONE. AFTER WAITING NEARLY ONE HOUR, AND IT NOW BEING 11:30PM, I WAS FORCED TO FIND ANOTHER RENTAL CAR, WHICH WAS ALMOST 3 X THE COST OF WHAT I PAID WITH FOX.
  
  AT THE SAME TIME I WAS TRYING TO REACH FOX RENT-A-CAR, I TRIED REACHING *******. EXPEDIA ALSO TRIED RECHING FOX RENT-A-CAR. TO DATE, EXPEDIA CANNOT REACH FOX.
  
  BOTH THESE COMPANIES ARE SIMPLY COLLECTING MONEY AND NOT PROVIDING A SERVICE, NOR HELPING THEIR CUSTOMERS.

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Thank you for the opportunity to respond to the complaint submitted by ******** **********. I apologize that the renter had an issue at pick up. We were able to check with the location, and they do state that shuttle service was in full service every 20/25 minutes on the date of pick up - July 31, 2022. I apolgoize that the customer had trouble to reach Fox regarding the pick up.
  Payment on this reservation was booked with********. A refund request has been sent to ******* to assist with a refund of this reservation.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/08/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received the refund notification this evening. Thank you for making this right!

• Initial Complaint

  Date:08/09/2022

  Type:Product 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 the rental car through price line with a total price of $273.41. The schedule pick up for the vehicle was at Fox Rent a Car from 6/16/21 through 6/23/21. Fox Rent a Car charged me an additional $380.60 and provided fraudulent documents to my credit card company Barclays. The documents contained a signature that was not mine authorizing the additional charges. The additional amount due should have been for gas and totals totaling $66.00. I have included the total amount charged and booked through price line along with the fraudulent contract document containing a signature that is not mine.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 10, 2022/08/12) */
  Thank you for the opportunity to respond to the complaint issued by ******* ******. I am showing that a signed rental agreement is on file showing that the customer signed for a platepass to cover toll roads, loss damage waiver and prepaid fuel. As this rental dates back to 2021 a dispute of the insurance is no longer valid. I show that the customer issued a chargeback in November of 2021 at which time that was closed by his credit card company. I am happy to offer a store credit to the customer for the disputed amount, but a refund is no longer an option due to the time of this rental.
  
  A store credit will be issued to the email on this compalint and be valid for use on a prepaid booking for the next 12 months.
  
  Rental agreement for this rental is attached.
  
  Thank you.
  
  
  Consumer Response /* (2000, 12, 2022/08/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes, I agree to the full credit of the disputed amount. Please confirm the full credit to be applied. Thank you for your prompt assistance regarding this matter.

• Initial Complaint

  Date:08/09/2022

  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.

  Said rental car would be ready at 1:00pm, we waited around till 2:30pm before a car was ready. Then when we got the car it was dented everywhere, dirty on the inside and not cleaned. This is absolutely ridiculous especially with COVID. The customer service was ********** I was hung up on 4 times within an hour and there is no direct way to contact the location. Sends directly to a call center out of the country, and they can't even answer questions. I would not recommend this business to my ***** ****** This place should be shut down immediately. **** ******** false ********* and renting out unclean and unsafe vehicles. Absolutely ***********

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 10, 2022/08/12) */
  Thank you for the opportunity to respond to the complaint issued by *********** ******. We would be happy to look into the customer's concerns. Unfortunately, we do not find a rental agreement opened in the name *********** ******. We have checked by name, email address provided and phone number. Please provide the rental agreement or confirmation number so we may further look into this issue.
  Thank you.