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 has 26 locations, listed below.

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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

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  Fox Rent a Car

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

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  Fox Rent A Car

  1 Nassau Cir Kansas City, MO 64153-1272

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  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:07/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used ***** to book a rental car at *** on *** *** ***** We chose a ******** ******* AFTER purchase, we received confirmation from Priceline that we booked a car with *** rental to be picked up in ******** ** which is not **** We called ****** ********* and *** immediately and were told nothing could be done to cancel the rental, despite the fact that we did not book with *** and need a car in *** not ******** This is bait and switch, we would never book a car with *** having had horrendous experiences with them in the past. It was not disclosed prior to booking that ***** would route us to ********* who then would use *** as a proxy for the ******** car that we selected. In the fine print, after booking only, it was disclosed that ******** uses *** in the US sometimes, but that was not disclosed prior to booking and *** is a company we would not book with at any price. It is still before the reservation, we have made every effort to let ****** ********* and *** know that we will not be paying for this rental nor accepting it as the contract did not disclose prior to purchase that *** was involved. No one at ****** ********* nor *** will accept responsibility for this disreputable booking. We have documented every call, chat message and email for corroborative evidence. That neither **** ********* nor ***** customer service cannot provide escalation for complaints is telling.

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Thank you for the opportunity to respond to the complaint issued by ******* *****. Although, I cannot speak on behalf of their booking agency for what information is provided during booking. I do show that a booking was made for pick up in Los Angeles, not Ontario for July 28, 2022. We are happy to approve refunds for bookings as long as we are provided a 72 hour advance notice. I show that Priceline did not contact Fox Rent a Car to request a refund until one day prior pick up so that refund was denied. I am happy to send a request to Priceline as well. We are very sorry to hear that the renter chose not to rent with Fox.
  Thank you
  
  
  Consumer Response /* (3000, 7, 2022/07/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Contrary to the business' response, we notified the merchant on the day of the purchase of the inaccuracy of the booking and our wish to cancel. We were told we were on a recorded line, May 19, 2022. We were told that the reservation was not cancellable nor refundable (even though it wasn't for the airport we requested or the car agency we requested). We only called the merchant the day before the start of the reservation as a courtesy to remind them that our rental is available for another rental as we will not be picking up this rental.
  
  
  Business Response /* (4000, 11, 2022/08/09) */
  I apologize that the customer i having an issue with their booking source, our records indicate that a refund may be approved but this must be requested by the renter to their booking source directly. We do suggest that the renter call into Priceline and speak with an agent directly.
  Thank you.
  
  
  Consumer Response /* (4200, 13, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Our charge has been credited so the error has been addressed but we are in no way satisfied with any of the companies involved refusing to accept responsibility for their error and lack of accountability. *****, Priceline and Fox the offending parties. to accept the outcome of this dispute leads the public to believe we were satisfied with the outcome which is only partially true as the charge has been reversed but the lack of accountability and zero regret from any of the companies is unacceptable. They all deserve low grades from Bbb. Not to get off the hook because the credit card company had our back.

• Initial Complaint

  Date:07/28/2022

  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 trip to ** using ********* (airfare, hotel, and rental car) on 5/18/22
  The package included a car rental from Fox Rent a Car from 07/09/22 to 07/20/22.
  
  I arrived at *** airport and shuttled to Fox Rent A Car building.
  I checked in with the front desk clerk and confirmed on my reservation.
  I declined every product they offered including the insurance coverage since I specifically advised the clerk that I have my own full coverage for the rental vehicle.
  Clerk requested my credit card to put a deposit on it and it will be refunded after the rental vehicle has been refunded.
  
  I returned the vehicle on 7/19/22 and received an invoice from Fox Rent a Car stating that they are charging my credit card for the insurance coverage for the duration of the rental which was ********
  
  I checked the other reviews and this is common practice the sales clerk does when renting out their vehicle. I signed for the decline through their electronic pad but in reality they added the insurance coverages without my knowledge.
  
  I contacted FOX Rent a Car corporation with this issue but they only offered to give me a store credit instead of the full refund.

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Thank you for the opportunity to respond to the complaint issued by ***** ** of the rental agreement LAX-XXXXXXX. I have attached the signed rental agreement for this renter, I do show that all items were signed for at pick up.
  As the customer states they ******** ******** the added items, we have made an exception to remove them from the charges. Please see the attached signded rental agreement.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/08/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/28/2022

  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 rented a car from *** in early ***** and due to a tropical storm closure at my ************ I was unable to pickup the car, and I notified *** in advance of the pickup time that I would not be able to use the car. After some hassle, an agent agreed to credit my account for ******* to be used on a future rental. I was satisfied with this arrangement because I planned to travel again and would have used Fox.
  
  About a month later I needed to travel and went to reserve a car with Fox and use the credit I had, and when making the reservation, I discovered that ****** rental policy now states that you must have a credit card to rent any car at all locations. Because I do not have a credit card, I am unable to rent a car from Fox anymore. Therefor the credit is useless, and should be refunded. Because the credit was issued from a time when their policy didn't require a credit card to rent a car, I did not think to ask for a refund instead. I called numerous times to request a refund and was constantly put off or told that maybe the policy would change in the future. When I just looked in my account, the credit has disappeared entirely and I am told it has "expired"
  
  Fox has essentially held my credit hostage for a year, and now simply stolen it because they changed their rental ********* I understand that it is their right to change rental policies if they want to, but if they do so in a way that prevents a prior customer who used to be eligible to rent from ******* **** and that customer has a credit available that they cannot use, they cannot simply keep the ******

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 8, 2022/08/12) */
  Thank you for the opportunity to respond to the complaint issued by ***** **********. Fox was able to arrange with ********* for a refund of this reservation due to the change in policy. This arrangement was confirmed with ************** on August 1, 2022. Refunds to the account may take 7 to 10 business day to be processed by *********.
  Thank you.