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

  1659 Airport Blvd San Jose, CA 95110-1234

• 

  Fox Rent A Car

  1805 E. Sky Harbor Circle Phoenix, AZ 85034-4805

• 

  Fox Rent A Car

  613 N London Kansas City, MO 64153-1290

• 

  Fox Rent A Car

  3701 Esters Rd. Irving, TX 75038

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:01/10/2025

  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.

  Date of Transaction: 12/21/2024-Incident occurred when returned car back to Fox Rentals. Snow plow had thrown up rock that hit windshield causing a hair-line crack in windshield. When returning car, agent stated to fill out report but it would not be an issue since "this happens quite often with snowplows." Received letter from Fox Rent a Car Damage Recovery Unit sent to incorrect address with claim information. Called agent and had left 3 messages with no return calls. Called Fox Rent a Car and spoke to ************* which employee stated that receipt referenced car was returned in good condition. He stated to disregard notice received. I acknowledged that my receipt stated the same. I had also purchased the rentalcover insurance at additional price also.

  Business Response

  Date: 01/29/2025

  Thank you for the opportunity to respond to the complaint submitted by ******** ******* regarding the rental agreement, ORD-227874.  Unfortunately, any damages that occur during the rental are the responsibility of the renter.  I do not show that any coverage was purchased directly through Fox Rent a Car to cover the damages.  We do suggest that the renter contact whomever they purchased coverage with for assistance with the claim on the vehicle.  Damages are the responsibility of the renter during their rental period. 
  
  Thank you. 

   

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22795751
  
  I am rejecting this response because:
  I was in direct contact with Fox Rental Company and like the representative stated as well as my receipt of returning the vehicle, it was returned in "good" condition. 

  I left several voicemails from the contact from the letter received with NO response. I brought the letter to ***** employee's attention, and he stated to disregard it. It did not have my contact information correct even, so something is not right. 

  Fox Rental Car employee acknowledged my purchased rental car coverage, **** have the documentation for it as well. I'm not providing anything further. 

  Sincerely,
  
  ******** *******

  Business Response

  Date: 01/29/2025

  As the customer has stated that there was damage to the vehicle due to a snow plow, it is obvious that the vehicle was not in good condition at return.  The customer is responsible for damages that occur during the rental process.  They must open an accident claim with their insurance company to handle this claim. 
  
  Thank you. 

   

• Initial Complaint

  Date:01/02/2025

  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.

  Reservation Confirmation [#WFX070E650] From Fox Rent A Car The website shows shows unlimited miles, but I was told it's only 150 miles a day. I can not use the car. I have to cancel it. I cancelled it, but never got a refund. Please give me a refund.

  Business Response

  Date: 01/15/2025

  Thank you for the opportunity to respond to the complaint submitted by ******** **** regarding the reservation WFX070E650 for the affiliate location in ***********************  As this is not a corporate location of Fox Rent a Car, the unlimited mileage provided by all corporate locations would not be in effect of this reservation.  As the rental policies for this location do show that the rentals come with the following information...
  
  MILEAGE
  Unlimited kms do not apply for local rentals. Ontario residents receive 200kms D 1400 kms W Rental period exceeding 2 weeks or beyond will have only 1000 kms free per week with Max of 3000 km for 4 week rental. Per excess KM charge .30 cents CAD for each additional KM, plus applicable taxes.
  
  This reservation was booked as pay on arrival, no money was taken upon booking of this reservation and therefore there is no refund to issue on the reservation. 
  
  Thank you. 

• Initial Complaint

  Date:12/02/2024

  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.

  Last night, November 30, 2024, I got off my plane in ***************. I made a reservation that was paid in full through Priceline for a car rental through Fox Rent-A-Car. Upon arriving at Fox Rent-A-Car, I was met with a person (name, I am currently trying to determine) who told me, I could not rent the car without getting insurance. I told them that is incorrect, I decline extra insurance because I have my own. They continue to tell me I needed to buy insurance, but because I was using a different credit card than the one that the rental was booked with I wouldnt be able to rent a car from there. This person told me they had a friend that they knew that would take my credit card. This was Eagle car rental company. Coming from ******** it was about 1 oclock in the morning and I was exhausted, I said fine. Additionally, they had me get into a shuttle to bring me over to this car rental company. Upon arrival, they told me the only option was $910 to be charged to my debit card. I felt stranded as they had brought me there in a shuttle, and I felt as if I had no choice. The next morning, I tried to call and explain that I felt scammed by both companies. I am submitting a complaint for both. Fox Rent-A-Car was dishonest, and misleading telling me I needed to purchase insurance, leaving me with no other option than to get scammed from *****************. This entire interaction has been extremely stressful, has robbed me from necessary business. Ive needed to do on this trip as this is a business trip and not a leisure trip. I am out $1000 and I still have to get my original car rental money back. Both companies are extremely unethical and it is very obvious that someone with Rent-A-Car is working with ***************** to **** customers. Additionally, I am planning to file a police report. I am hoping the BBB can help with the situation. I know I am not the only one as I did a search and found that other people have been scammed as well.

  Business Response

  Date: 12/05/2024

  Thank you for the opportunity to respond to the complaint submitted by ***** ***** regarding the reservation FFX0552868.  Insurance is never a requirement for purchase in order to rent a vehicle with Fox Rent a Car, however, a credit card is required for deposit at pick up.  Notes on this account state that the customer only had a debit card upon arrival.  As the customer prepaid the reservation with Priceline, the refund of the reservation will need to be issued by Priceline directly. 
  
  Although we have submitted a request to Priceline for a refund of the reservation, we do urge the customer to contact them to make that request as well. 
  
  Thank you. 

   

• Initial Complaint

  Date:11/15/2024

  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 ordered a car rental at Fox Car Rentals in ***** through *******. I paid the full amount in advance. After waiting on line for 15 minutes, the customer service associate rudely told us that they are out of cars. She refused to give us a refund and offered us no alternatives. I have never had an experience where payment was accepted in advance and the vendor refused to deliver the product ordered. Even worse, we were left stranded and had to pay an **** to get to our destination. We deserve a full refund and compensation for Foxs dishonesty and terrible service.

  Business Response

  Date: 11/21/2024

  Thank you for the opportunity to respond to the complaint submitted by ****** ********* regarding the reservation FFX05437DC.  We are very sorry that they had an issue during the pick up process.  A refund request has been submitted to Expedia.  As payment was not made directly to Fox Rent a Car, Expedia will be issuing the refund to the customer. 
  
  Thank you. 

• Initial Complaint

  Date:11/06/2024

  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.

  DO NOT COME WITH OUT YOUR CREDIT CARD. THEY DO NOT ACCEPT ELECTRONIC CC.They did not care that it was my first time in ********** or the fact it was my birthday or the possibility of me being stranded in the streets of **. They told me to leave and they would keep my money (~$300) without offering ANY services. Which is exactly what happened. This was the worst customer service experience Ive ever been through. Traumatizing and humiliating are the only words to explain this situation. I left in tears, short of money & scared for the rest of my stay. No other words for this company, but beware to all its future customers.

  Business Response

  Date: 11/13/2024

  Thank you for the opportunity to respond to the complaint submitted by ****** ****** regarding the reservation FFX0488724.  I am very sorry that the renter was unaware of the credit card requirement for pick up.  This information is provided in the rental policies agreed upon during the booking process as well as available on our website. 
  
  Unfortunately, payment on this rental was not made to Fox Rent a Car but to a third party booking site (cartrawler), as the renter was unable to rent due to policy we would suggest that they contact their booking source directly to request a refund of the reservation.  Our records indicate that this is marked for approval once we hear from them, but ultimately the decision for refund lies within the booking source directly not with Fox Rent a Car. 
  
  Thank you. 

• Initial Complaint

  Date:11/04/2024

  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.

  Never picked up a rental vehicle from this business. Asked them to cancel due to covid postive. Reached out numerous times including 10/22/24, 10/24/24, 10/27/24, and 10/30/24 without any success of being helped. This business changed my credit card $75.42 for a rental and $150.00 deposit when a rental vehicle was never rendered to me. These two charges are still on my credit card and need to be refunded immediately.

  Business Response

  Date: 11/13/2024

  Thank you for the opportunity to respond to the complaint submitted by ****** ***.  Our records indicate that the billing team is simply awaiting the documentation required to process the refund.  As stated in the rental policies, the prepaid reservation is non refundable.  Documentation is required in order to submit for a refund request.  At this time, based on the customer's information we have submitted the refund due to health reasons.  The customer should see that refund to their account in 2 to 4 business days. 
  
  Thank you. 

• Initial Complaint

  Date:11/04/2024

  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 rented a vehicle from FOX rent a car from 10/12 to 10/20 at *********, ** (*****************************************) RA # LAS-*******. The total paid rental price is $504.43.The vehicle was returned on 10/20. Right after I returned the vehicle and on the way to Airport, I found I left a men new thick velvet pullover (Color: grey; Brand name: The North Face, price ~ $180) on the back of driver seat. So I called FOX customer center and the staff mentioned there is no local phone # and I had to email to Lost and ********** at LV through email. The staff said you should receive response with 24 to 48 hours. I sent the email included all the contact info (Phone #, Name, email) and pullover coat description and pic. I also called and sent follow up emails (six times).Up to today 11/3, I never received any response regarding the request. I feel FOX rent a Car does not care the customer and post service is really bad. 1. there is no local phone # for contact. 2. Don't promise on 24 to 48 hours response windows for more than six times. It made me think if the lost and found team exists.

  Business Response

  Date: 11/13/2024

  Thank you for the opportunity to respond to the complaint submitted by **** ** regarding the rental agreement LAS-1435005.  Although Fox Rent a Car is not responsible for any items left behind in the vehicle, we do all that we can to ensure the return of any lost item.   I do see that the location did email the renter to let them know that the jacket was not found after a search of the lost and found. 
  
  We apologize that we were unable to locate the lost item for the renter. 
  
  Thank you. 

• Initial Complaint

  Date:10/28/2024

  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.

  Dear officer, I am writing to formally file a complaint regarding my experience with Fox Rental, rented through the ****** app on October 5, 2024.After waiting in line for over an hour and a half, I received my vehicle for a family trip from ******* to ***** to attend a wedding. We chose to drive instead of fly due to the need to transport wedding-related items. Unfortunately, I was not informed that the vehicle could not be driven outside of *******. After a 10-hour drive, we arrived at a motel around 2 AM, where my wife suggested I review the rental contract regarding toll coverage. To my shock, I discovered a geographical limitation that had not been communicated to **** contacted customer service multiple times and spoke with a manager, requesting an exception due to our long journey with three children. I was repeatedly told no exceptions could be made and that I needed to return the vehicle to the original pickup location in ***************. Despite my request to drop it off closer to *********** or any nearby location, the manager insisted on strict adherence to company policy.The following morning, exhausted from over 20 hours of driving, I returned the vehicle, arriving four hours late due to the need for rest. Instead of receiving understanding, I was charged for a full tank of gas at a premium rate and an additional days rental. I found this shocking, given that I had fulfilled my contractual obligations.After returning the vehicle, I contacted customer service and spoke to ******* *., who was unhelpful and rude. She advised me to speak to a manager who would call back within 24 hours, but I received no call for five days. This prompted me to confront the site manager on October 13, 2024, who was equally dismissive. The lack of communication regarding the geographical limitation is unacceptable and warrants a review of your practices. I request a refund for the additional charges incurred due to this oversight.

  Business Response

  Date: 11/13/2024

  Thank you for the opportunity to respond to the complaint submitted by ******** **** regarding the rental agreement FLL-758500.  I am very sorry that the renter was unaware of the geographical restriction on the rental.  This information is a part of the rental policies provided during the booking process as well as available on our website for review. 
  
  I do show an early return on this rental, approval has been issued for the unused days on the charges.  However, this rental was prepaid to ****** and therefore the customer must contact ****** to initiate the request for refund.  Notes have been placed on the Fox Rent a Car side for approval.  
  
  For the fuel, the customer was charged at the prepaid fuel rate of $3.79 per gallon instead of the return rate of $9.49 per gallon to assist with the fuel that was required at return. 
  
  We do urge the renter to contact their booking source for a refund of the unused days on the rental. 
  
  Thank you. 

• Initial Complaint

  Date:10/21/2024

  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 made a reservation with *** via Expedia 2 to 5 October 2024 with a pick-up at ***************, and paid for the reservation up front with *******. The total was $116.54. However, when I arrived at the rental car desk that evening at around 10 pm (October 2nd), the worker there said that my license was not acceptable (I am active duty military, and despite my Texas license showing expired, state law allows for me to use it due to my being stationed outside the State of Texasl), and told me my only recourse was to contact Expedia.This left me clear across the country with no means to get to my final destination, and was quite simply unacceptable. I have served my country for just under 20 years, and have never felt as disrespected as I did there waiting for a vehicle. Furthermore, upon contacting *******, they informed me that *** was refusing my refund, despite not offering any services that I paid for. I am demanding my refund in whole, given the inconvenience and embarrassment that I, an active duty military member who has suffered a traumatic brain injury for my country had to endure due to Foxs inflexibility. The worker was incredibly rude, and the whole ordeal was incredibly frustrating for me.

  Business Response

  Date: 10/22/2024

  Thank you for the opportunity to respond to the complaint submitted by ****** ******* regarding the reservation FFX051BCC5.  I apologize that the location was unable to accept the expired license, we may only accept the expired license on a government booked **********************, not for leisure but I do sincerely apologize for the inconvenience. 
  
  A refund request has been submitted to Expedia for this rental, as the payment was made directly to ******* a refund will need to be issued by ******* as well.  Please allow them 5 to 7 business days to complete the refund transaction. 
  
  Thank you. 

• Initial Complaint

  Date:10/21/2024

  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 rented a car for my family trip. The booking site asked for my flight number so that they knew when I would arrive. When I arrived to an area that I am unfamiliar with, the car rental place was closed. All of the other car rentals were opened. Like *****, Alamo they were all there but no one from Fox was at the counter. I called the customer service and they said they were closed and I should have showed up by 11. They made my pick up time before my flight ever landed or was scheduled to land. I attempted to work with them and they were very much this was my problem. I didnt get a rental car that was prepaid. They put my life in danger by leaving me stranded with 4 kids in an unfamiliar area. Thank goodness for Ubers! I couldnt believe how non chalant their attitude was. If I dont receive what I paid for thats stealing and my money needs to be returned.

  Business Response

  Date: 10/21/2024

  Thank you for the opportunity to address the concerns issued by ***** ****** regarding their reservations.  I am very sorry that a flight delay had them arrive past the rental hours of operation.  As posted, the Burbank rental facility is open from 6am to 9am daily.  This rental was booked for pick up at 11:30am. 
  
  As this rental was not prepaid directly to Fox Rent a Car, we are unable to provide the refund for the reservation.  Please contact your booking source directly for the refund.  We have marked the rental as approved for refund so they will be able to issue that to you once they contact Fox Rent a Car. 
  
  Thank you.