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

  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:08/08/2022

  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 ******* for 8/5 through 8/12 confirmation ********** for *******
  
  Our flight in to *** were severely delayed ***** **** and then we got bumped to delayed ***** *** after we missed our connection. We arrived in *** after **** am and Fox was closed. I called the next morning around **** am and customer service said our car would be forfeit if we did not pick up by ******* Since we ****** miles away we would not likely make it in time. There was no offer to give a car nearby or hold the car longer. I would like a refund as they did not provide the service I paid for!
  
  ******* tried pursuing a refund however fox insists on keeping my money despite not providing any options to get a car...

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Thank you for the opportunity to respond to the complaint issued by ***** ******* for the reservation ********** in the name ****** *******. I am sorry to hear that the renter had a flight delay. Prepaid reservations are held for 12 hours from the original pick up time. As the customer had an issue with their flight they should have provided that information to ******* so that could have been presented to Fox to approve a refund. I only show that ******* called to see if the rental was picked up - which does not approve a refund.
  
  We will send a request to ******* to make an exception due to the flight delay, but the refund must be issued by ******* as payment was not made to Fox.
  
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/08/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/08/2022

  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 vehicle on 7-20-22. I was supposed to return the vehicle on 7-22-22 at 10:00 pm. I returned the vehicle on 7-22-22 at 10:00 am. When I returned the vehicle the women who checked me in could not bring up my information on her hand computer. She asked that I talk with someone inside. When I went inside the customer representative could not bring up my information. He told me that I will get a receipt to my email address in 20-30 minutes. I never received the receipt. I was charged a late fee. When I call on Monday morning to talk with someone they could not confirm my information. They were going to contact the local Fox It center to confirm when I returned the vehicle. I emailed the person I talk to my gas receipt showing I had filled up the vehicle Friday morning. I also have a receipt from Uber showing the ride I took from Fox it to the car dealership I was purchasing a vehicle from on Friday. For some reason Fix It check in my vehicle on 7-23-22 at 4:40 am. I do not know why this happened. This is inaccurate. I returned the vehicle early. Please help. Why were your customer representatives not able to pull up my information? Why was I charged a late fee? I have emailed you two other times and have not heard from you. Thanks!

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Thank you for the opportunity to respond to the complaint submitted by ****** ******* regarding the rental agreement ***-XXXXXX. I apologize that there seemed to be a technical issue upon return of the vehicle. We have adjusted all fees to reflect the 2 day rental, the customer should see a refund to their account in 3 to 5 business days. The updated rental invoice is attached.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/08/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/06/2022

  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.

  Rented a car on ********* med size paid ******* when we arrived signed all papers did accept the sunpass *** ****** was told it was for the trip not daily, we rented this 1 way from ***** to ****** paid an extra ****** there was told security deposit, dropped off next day before noon still haven't received our deposit back. Total we paid ******* minus ******* ****** should be ****** my bank account will show both the ********* charge and the Fox rental charge Thank you

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Thank you for the opportunity to respond to the complaint issued by ******* ********* of the rental agreement **********. The original reservation for this rental, **********, was booked for a one day rental with pick up at 8am and return the following day at 8am. We work off of a 24 hour day, with a 59 minute grace period. Any time beyond the grace period is charged per hour until the 3rd hour. Anything 3 hours or more is considered an additional day. The pick up of this vehicle on 7/21 was at 8:03am and the return of this vehicle on 7/22 was at 11:51am making this a 2 day rental. The charges the customer incurred were for the additional day of rental including a late charge. We are happy to offer the courtesy to waive the $25 late charge but the customer is responsible for charges for the additional day of use. The updated invoice is attached.
  Thank you
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  When we rented the car informed the agent that an 8am return would be impossible was told no problem as long a it was returned before noon. We did return the car before 11 waited an hour to check out, we believe this company is unethical and won't giving them any of our business in the future. After looking at the reviews should of never used them in the 1st place, seems common practice for them to over charge all clients.
  
  
  Business Response /* (4000, 9, 2022/08/12) */
  I apologize, as the rental policies state a rental is based on a 24 hour day. The pick up time of this rental was 8:03am on 7/21 with return on 7/22 at 11:51am due to the return time this is now a 2 day rental, which would be stated on the policies of our rental agreement. Unfortunately, the custoemr is responsible to pay for both days of the rental, we have waived the late fee for them as a courtesy.
  Thank you.
  
  
  Consumer Response /* (2000, 11, 2022/08/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  We are not completely satisfied but this rental company is a scam and are not going to stand by their word. Really don't need the BBB to stay involved with a company that doesn't care about making the correct decision, their agent said as long as the vehicle was returned before noon it would be no problem. Vehicle was returned before noon and they charged us anyways, guess having faith in a company keeping there word is beyond their understanding. I'm 70 years old on SSI flew back to America for a back operation now leaving for home no operation and had over $93 stolen from us, Fox car rental can be proud of the way they conduct business, we run a business in ***** and will post to all our clients not to use this company if they want to deal with an honest business. Thanks for your time sorry to say you're probably going to receive multiple complaints about this company

• Initial Complaint

  Date:08/05/2022

  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 charged $13.20 per day for extra insurance during the car rental on March 13, 2022. On March 19th the catalytic converter was stolen from the car. The car rental company would not exchange the car without me filling a claim with my insurance company and they told me that they would not honor the policy they sold me. They sent me a bill for $2,332. My insurance paid them $1,000 and they are harassing me for $1,332. I reviewed the paperwork that I signed when I rented the car and it clearly states that they will cover any damage up to $10,000 (no exceptions or exclusions listed) and now they don't want to honor this policy. I am receiving constant harassment from this company via email, phone calls and letter demanding this money or they will send me to the collection agency.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/10) */
  Thank you for the opportunity to respond to the complaint issued by ***** *********** of the rental agreement ***-XXXXXX. Our claims department was consulted on this case. We wish to first point out that the customer purchased liability coverage for this vehicle, the liability coverage will only cover damages to a third party, not the rental car itself. The customer later disputed this insurance which was removed and refunded to them (see attached invoice) we have also attached the signed rental agreeement which clearly states that this is for third party coverage only. The insurance purchased would not cover the damages occurred.
  Our claims department has worked with the renters insurance on this claim. The total of the claim was not covered by the insurance as there is a deductible that the renter is responsible for. Insurance also does not cover loss of use or administrative fees associated with the claim.The renter's insurance carrier paid $1,007.95 of the $2,332.34 billed. The renter has a deductible and there is $74.39 for loss of use and $250.00 for the administrative fee for a total outstanding balance of $1,324.39.
  All of that is the responsibility of the renter. Please note that this is still an outstanding balance that must be paid on this claim.
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I asked Fox Rental to honor their insurance and not to refund it. They issued partial refund for the tollways they charged me without my knowledge. The rental agreement didn't specify exclusions, it only stated the coverage as listed on the first page where is my signature. If this is not covered what exactly is the insurance they offered for? After they learned that I wanted them to honor their insurance they issued partial refund of the insurance. What a scam! They sold the their car rental insurance that has $10,000 coverage they need to apply this charge to this insurance. Clearly it is within $10,000 limit and there was no exclusions listed against theft/damage to to the vehicle listed in the agreement that I signed.
  
  
  Business Response /* (4000, 9, 2022/08/12) */
  The insurance purchased by the renter would not cover the damage that occurred. The insruance purchased was for rental liability coverage - which means it would only cover damages to a thrid party vehicle. Here is a breakdown of exactly what the coverage stated on the rental agreement and on the Fox Rental Policies. This coverage would not cover the damages that are being charged on this rental.
  
  
  Rental Liability Insurance (RLI) : Primary insurance protecting you against claims made by a third party for bodily injury and/or property damage sustained while operating the rental vehicle, up to the required financial responsibility limits of the state in which the vehicle is rented. RLI does not cover all situations that may arise while operating a rental vehicle. The renter is financially responsible for all damages not covered under the liability policy including, but not limited to, the FOX rental vehicles full value. Costs for RLI coverage vary by state
  
  
  Consumer Response /* (4200, 11, 2022/08/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  What car insurance doesn't cover the the actual car? On the page where I signed for the car insurance didn't specify any exclusions, only the limits. If that was the case this should of been clearly specify on the same page that I signed. The Fox Rental is misleading customers by selling car insurance with limits specify and later one refusing to pay because of an exclusion that was not listed. You can't make up things as you go to avoid payment. I had car rental insurance I am not response for anything else.

• Initial Complaint

  Date:08/04/2022

  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.

  07/26/2022
  01/06/2023
  Every time I rent from this company they keep my deposit. The only time this happens is when someone named ****** checks in my vehicle. I then why they keep my deposit and they said because of smoking. I don't smoke I asked him to send me pictures of something to show some ashes to show me something about smoking and those are the only two dates that I can see right now but there are other times they did not give me back my deposit from renting.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/10) */
  Thank you for the opportunity to respond to the complaint submitted by ****** ******* regarding the rental agreement LAX-XXXXXXX. Our LAX location has reviewed the case, the vehicle was inspected upon return and the attached pictures of ash inside the vehicle were recorded. As the pictures do validate their findings, the charge for the smoking fee does show to be a valid charge. As for the customers claims that everytime they rent that they get charged, I did review all reservations in the name ****** ******* and did not find a smoking charge on any of those reservations.
  Pictures provided by the location are attached.
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm not for what's that suppose to be. However when I picked the vehicle up it wasn't in the best cleaning. This isn't the first tone this has happened when I picked up a vehicle from Fox. The Front desks clerks are great that's why I always come back, I would like to see pictures of the vehicle before I received it. I don't smoke. I would like photos from every vehicle I've checked in. I only had that car 2 days look at that cup holder there's no way possible. This pictures show me nothing.
  
  
  Business Response /* (4000, 9, 2022/08/12) */
  I am very sorry that the customer felt that the vehicle was not in good condition at pick up. That would need to be documented on the renter's slip at pick up. Pictures are only taken if a detailing fee is required to be added, and not before each pick up. As there has not been a detailing fee added to any other of their rentals, there are no pictures. I apologize but based on the photos provided by the location at the condition of the car at return, the detailing fee will have to stand.
  Thank you.

• Initial Complaint

  Date:08/04/2022

  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 booked a reservation for a car with Fox rent a car in advance for my trip to **** *********** Upon arrival on 7/25/2022 I waited in line for 2 and a half hours which isn't the issue. The real issue is that when signing for my rental vehicle The employee asked me if i would like to purchase Loss Damage Waiver. I told them I wasn't interested. The employee disregarded my answerer added this into the contract without my knowledge and charged me an extra ****** per day of my rental which was for 8 days this cost me a total of ******** I tried talking to an employee on site about this issue however they only told me since i had signed they could not help me. ****** was the employee that assisted me in this transaction and the employee that illegally snuck that onto my contract.

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Thank you for the opportunity to respond to the complaint submitted by **** ******* of the rental agreement FLL-XXXXXX. I apologize for the wait time that the renter encountered during our busy summer months. I have reviewed the rental agreement, and do show that the loss damage waiver was signed for during the pick up process (please see attached rental agreement).
  As the customer states that they verbally declined the insurance, we will remove and refund for resolution. Please find the updated rental invoice attached.
  Thank you.

• Initial Complaint

  Date:08/02/2022

  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.

  Rented a vehicle from fox, the contract I was provided at the te of the rental that I signed and agreed to stated I was renting for 6 days at a rate of ***** a day plus taxes and fees. It also stated there was a late return fee of ***** a day. I returned the vehicle approx 3 and a half hours late. They do not provide a receipt when you drop the vehicle off but email you later. The emailed receipt that they charged was for 5 days at a rate of ****** plus taxes and fees. In total this was an overcharge of ****** Billing customer service in ***** was quite rude, and informed me this was valid and "what they charge everyone". It is not at all what the signed agreement was for so if this is the case they are ************ everyone. I posted on their social media and every post was promptly removed. I want a refund of the overcharge of ***** to my credit card.

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Thank you for the opportunity to respond to the complaint issued by ****** ****** in regards to rental **********. The original reservation for this rental *********** was booked for a one week rental (reservation is attached) at a weekly rate of ******** The signed rental agreement also shows the weekly rate at ******** As this was the booked rate and the customer used 7 days of rental, this is the rate that the rental agreement moves to. Our rental days are based on a 24 hour day. There is an hourly charge for the first 2 hours, but anything 3 hours or more is considered an additional day. Pick up of this rental on 07/24/2022 was 11:16am and return on 7/30 was 3:50pm resulting in a 7 day rental and therefore the weekly rate.
  We find all charges on this rental are correct, should you have any additional questions please let us know.
  Attached please find the original reservation showing the weekly rate (please note that original reservation was booked in the name ***** ******** and the signed rental agreement also showing the weekly rental rate.
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The agreement clearly had a late return charge per day, nothing on the agreement says the rate will be changed just that a late return is charged at 84.12 per day. This is an overcharge of 97.02.
  
  
  Business Response /* (4000, 9, 2022/08/12) */
  Please see the attached rental agreement showing the weekly rate of $509.58 - as this was a 7 day rental the weekly rate applies.
  Thank you.
  
  Consumer Response /* (4200, 16, 2022/08/26) */
  The attached documents do not say anywhere the rental rate will change from daily to weekly if returned late but actually state late fee...therefore still an overcharge of 97.02.

• Initial Complaint

  Date:08/01/2022

  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 made a car reservation for June 14th at *******, ** for August 13th.. Since then, I tried contacting fox at all the possible numbers with no luck. Out of frustration, i cancelled the reservation on July 24th.My reason being, i land in ******* late night with 2 kids and what if i dont have a car then. I contacted billing numerous times, chatted with a few specialists with no luck around getting my refund. I am totally ********** and ******* with lack of response from this company.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Thank you for the opportunity to respond to the complaint issued by **** *******. I apologize that the renter does not qualify for a refund. The reservation booked is a non refundable reservation. I do see that per policy the customer was offered a store credit on July 27th by our billing team.
  I have attached the policies that the customer agreed to upon booking, and I see that the store credit for the renter (minus the $50 cancellation charge) was submitted on July 27th. The customer currently has an available credit of $694.64 to use on any prepaid reservation booked within the next 12 months.
  Thank you.
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand about your policies but is it not your policy to respond to the client in time or answer the phone or is it not the case? Dont you have a customer service policy at all or is the company doesnt care about the customers?
  I got super frustrated with no answer from the car rental location, i called the toll free number and no luck. your lack of response is extremely upseting, hence i had to go with the other vendor. How can anyone trust the service that i would get when nobody answers the phone. I am traveling with 2 small kids and an old person and i get to the airport at 10 pm, what would i do if i dont even know that my reservation has been confirmed with what i requested? i have raised my concerns to your company on chat so many times since talking to someone live is impossible. at this point, i only expect my full refund and nothing else.
  
  
  Business Response /* (4000, 9, 2022/08/12) */
  I am very sorry that you had trouble to reach us, Fox has made a huge effort on call response we have had for the majority of this year a very high call response and very quick call response time. We also offer email response withing 72 hours. The first call I show on this reservation was 7/24 which was to the general questions line - not the billing line and the correct number was provided. Again, I apologize that you felt it was difficult to reach Fox but the policies would still be the same and wwere provided during booking and available on our webiste.
  The store credit is in place, and is valid for the next 12 months for a booking.
  Thank you.
  
  
  Consumer Response /* (4200, 11, 2022/08/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am sorry but i dont accept the resolution. Here are the dates i called Fox
  1) June 19th
  2) June 20th
  3) June 24tth
  4) July 1st
  
  I have had numerous chats with your reps on different timezones to get an answer too. I need my full refund, you are harrassing a client who wanted to avail your services!!

• Initial Complaint

  Date:07/29/2022

  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 reserved a Hyundai Santa Fe or similar Standard SUV from Fox Rent-a-car through a third party company called Wise Cars online and prepaid the amount of approximately **** for a ***** rental on July 14, 2022.-July 21, 2022. The only Fox Rent A Car location was **** ********** Airport in ********* ******** I rented this car because my car was in the shop for service . I had a very important business trip to ***** scheduled for the following week and rented a car for that purpose. When I arrived on the 14th to pick.up my vehicle I that there would be a credit card hold of **** because I was a local resident I had been informed that the credit card hold was only **** and nowhere did it say in the wise cars contract then it would be any more than what his customary. I had just made a payment to my credit card wasn't cleared yet so I couldnt pick up vehicle losing ****** I came back on 7/15/22 with **** on my credit card for hold. They told me I could select from 4 vehicles that were there all of them were Mitsubishi Outlanders all had ball tires older best up not clean 1 smelled of vomit I chose the best one I could as they said they had no other cars to offer me this car was dirty, two front tires bald, service engine soon light nicks dings dents ,burned middle arm rest had to wipe down clean to drive shook when I accelerated all documented...nonrefundable. On ,7/15 car broke down requiring roadside, promised restitution for mechanical ...I extended at *** due to safety delay/vehicle inoperability. After numerous phone calls for assistance from Fox . I returned the vehicle at 11pm on 7/22 as agreed there was a very long line only 1 agent so the car was checked in late. I was then charged ******* !I was refunded *** which I am told included restitution for mechanical issues . Fox still owes me *** duplicate charge that I'm not responsible for & ******* given the **** refund includes the late charge plus mechanical issue refundThank you

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/08/01) */
  Thank you for the opportunity to respond to the complaint issued by ****** *********. I apologize that the renter was unaare of the security deposit, this information is disclosed in the rental polciies provided at pick up. I show that all money paid to Fox Rent a Car was issued as a refund back to the customer, there were a total of 3 refnds issued. One of ******* one of ***** and a third of ******* Receipts for each of the refunds are attached.
  Thank you.

• Initial Complaint

  Date:07/28/2022

  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.

  I was rented a vehicle in terrible condition that is not even safe to drive my ******* ******** around and was charged twice as much without my knowledge because the gentleman didn't speak clear ******* and was ****** at to leave the lot and get out of the way without inspecting the vehicle
  I have rented from Fox in ** ***** ******* for over ** years and have never dealt with this treatment

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Thank you for the opportunity to respond to the complaint issued regarding the current rental with Los Angeles. Unfortunately, this rental is currently an open rental. If the customer is experiencing an issue with their rental we would suggest they contact the roadside assistance department regarding their issues. *** can be reached at XXX-XXX-XXXX.
  I have attached the signed rental agreement for this rental. I show that the customer upgraded their vehicle from a midsize SUV to a minivan. I also show that they have added prepaid fuel to the rental. If there is a question on either charge, they should speak to the manager on duty upon return.
  Thank you