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

  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

  3333 NW 21st St Miami, FL 33142-6907

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  Fox Rent A Car

  10411 Radar Ct Fort Myers, FL 33913-9059

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:08/19/2024

  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 booked and paid a car on August 5th through rentalcars.com after reading the Terms of Service. When I picked up the car at the *************** they told that I was not allowed to drive my car to ********* from *******, an information that was missing in the Terms of Service. Therefore, the employee at the counter annulled my reservation and told me to call rentalcars.com customer service to get a full refund. The customer service, however, told me that the information was a lie (even if fox customer service confirmed it) and that they could refund me only a portion of my full payment. I don't think it is fair: I wasn't able to get my car and it's not my fault because the limitations about the States I was able to drive to from ******* was completely missing.

  Business Response

  Date: 08/22/2024

  Thank you for the opportunity to respond to the complaint submitted by ***************************** regarding the reservation FFX04E3761.  I apologize that the renter was unaware of the geographical restrictions on the rental, this information is provided during the booking process.  The policy is below as well for reference.  Travel from our ******* location is restricted to *******, *******, *******, *********, ************** and ************** only. 
  
  I do show that Rentalcars.com did contact Fox Rent a Car regarding the reservation and were advised of the policy that restricted them from renting and refund approval was given at that time.  As this reservation was paid for with the third party, the refund must also be issued by the booking source as Fox Rent a Car does not have credit card information for the renter. 
  
  If they have not received a refund for the reservation, we do urge the renter to contact their booking source directly. 
  
  Thank you. 

   

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22162543
  
  I am rejecting this response because:

  The third party rentalcars.con only gave me a partial refund, adding that I wasnt even allowed to have a partial one. I dont think it is fair because fox assured me I was eligible to receive a full refund because they annulled my renting for me. In addition, I wasnt aware about the driving restrictions because the third party website does not provide that info and I just discovered at the fox counter at ***************. I believe, theres been some miscommunication issues between fox and Rentalcars.

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

  Business Response

  Date: 09/03/2024

  I am very sorry that the third party only gave a partial refund, but the customer's reservation is subject to all of the third parties policies.  All policies associated with Fox Rent a Car are provided during the booking process and must be agreed upon during booking, so although Fox may have approved a refund it will be up to the booking party to determine if the customer qualifies for the refund under their policy. 
  
  Thank you. 

   

• Initial Complaint

  Date:08/06/2024

  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.

  I hope this message finds you well. I am contacting you regarding my car rental reservation with rental fox car confirmation number FFX04DFAA8, scheduled for Sunday, August 4 at ******************************Unfortunately, my flight with ***************** was canceled due to adverse weather conditions, which prevented me from picking up the rented car on the scheduled date and time.Attached to this email, you will find the confirmation of the flight cancellation provided by the airline.Since the cancellation of the flight was a circumstance beyond my control and directly affected my ability to use the rental service, I respectfully request a full refund of the amount paid. Alternatively, I would be willing to accept a credit for a future rental or the possibility of rescheduling the reservation at no additional charge.I appreciate your understanding and cooperation in this matter and I look forward to your prompt response.****************************** ********** I already contacted the agency and they haven't solved me because of their rules but I don't control the weather.

  Business Response

  Date: 08/14/2024

  Thank you for the opportunity to respond to the complaint submitted by ************************* regarding the reservation FFX04DFAA8.  The refund of this reservation will be issued by Expedia as payment was made to Expedia directly.  We have received communication from Expedia, but to date, they have not provided the flight cancellation documentation required to approve the refund.  We do suggest that you provide that information to Expedia directly so that it can be sent with the request and refund of the reservation approved. 
  
  We are very sorry to read that the storm impacted your travel plans. 
  
  Thank you. 

   

• Initial Complaint

  Date:08/05/2024

  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.

  We spent a week last week in ******** and wanted to rent a car, Expedia recommended Fox Rent a Car to go with our flight package. So we picked Fox and reserved a mid-size SUV (two adults with two kids and a car seat, plus two standard 50-lbs suitcases and some additional backpacks/bags). So we got there on 7/27 and went to Fox at ************** late at night, and the agent gave me a Dodge Hornet (telling me it was a free upgrade); knowing little about this brand, I took it. The first impression of the car was that it was so small - it could barely fit our two suitcases in the trunk (we managed to fit two backpacks to the trunk as well but they had to be pressed down, and I had to add force to close the trunk cover. We ended up having to squeeze additional bags under the kids legs that made it very uncomfortable. It was late, we had a long way to drive and the kids were fussing, so I didn't want to spend more time arguing and went with it.Later on I googled Dodge Hornet and from every link I found including Dodge's official website *********************************) it was categorized as a compact SUV. When I returned the car on 8/3 the attendant onsite confirmed this was a compact size SUV.I just called them and was told this was considered a "premium" mid-size SUV by Fox (and therefore there is nothing they can do to refund me the difference). So to summarize:1. *** gave me a Dodge Hornet when I reserved a mid-size SUV 2. *** told me it was a "premium" mid-size SUV whereas my own experience and all the info I found told me this was a compact SUV and denied my request to get a refund.My confirmation number with them was FFXO4BA88O (could be FFX04BA880, it was difficult to tell whether those were Os or 0s)I consider this business fraud.

  Business Response

  Date: 08/14/2024

  Thank you for the opportunity to respond to the complaint issued by *********** regarding the rental agreement DEN-955011.  We do see that the customer was upgraded free of charge at pick up.  I am very sorry to read that they were not satisfied with the vehicle provided to them, but they were not downgraded on the vehicle.  However, as they were not satisfied I have issued a store credit for a future rental.  The store credit will be issued to the email address provided on the rental, ***********************.  Store credits are valid for 12 months from the date of issue and may be used to book any prepaid reservation on the Fox Rent a Car website.  The customer may create their account using the Forgot Password link on the website. 
  
  Thank you. 

   

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22094440
  
  I am rejecting this response because: The credit can only be used at fox and it expires by the end of the year. We don't have any rental plans until next year and I am certainly not feeling comfortable doing business with fox again - who knows what small car I'll get next time when I wanted a mid-size! Besides, an "upgrade", to a compact SUV when what we ordered was a mid-size SUV, I find it hilarious that it's even called an "upgrade"!
  
  Sincerely,
  
  ***********

  Business Response

  Date: 08/22/2024

  The customer's store credit is valid for 12 months from the date of issue.  They are able to use this store credit until August of 2025. 
  
  Thank you. 

• Initial Complaint

  Date:07/30/2024

  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.

  My credit card was not large enough so they said I couldnt rent a car even though I already paid for it threw Uber they said they would give me a refund the cashier took notes I have called in several times u get a call center not even fix rental the store were the employee took notes I should get a refund he said he was doing and I never got I have spent hours and hours calling them just to get lied to and the run around

  Business Response

  Date: 07/31/2024

  Thank you for the opportunity to respond to the complaint submitted by *************************** regarding the reservation FFX04C790.  Unfortunately, payment for this reservation was not made directly to Fox Rent a Car.  We do not have any payment information to assist with a refund.  The customer must contact their booking source, which we show as CarTrawler to request a refund of the reservation.  It has been marked on our side as approved for a refund due to the debit card that the customer had at pick up.  The customer must contact their booking source directly to request the refund as Fox Rent a Car cannot process that for them. 
  
  Thank you. 

   

• Initial Complaint

  Date:07/29/2024

  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.

  It took 2 hours to get our reserved car at **************************** when we arrived.On the return, the shuttle driver dropped us off on the wrong side of the airport, and being visible handicapped, that is ridiculous!

  Business Response

  Date: 07/31/2024

  Thank you for the opportunity to respond to the complaint submitted by ***********************.  I apologize we cannot find a rental agreement associated with this name, the email address nor the phone number provided. 
  
  However, we greatly apologize for the wait time and mishap with the shuttle and the customer's experience. 
  
  Thank you. 

   

• Initial Complaint

  Date:07/23/2024

  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 paid in full to rent a car from Fox through Priceline on 7/16/2024. The date of pick up was for 7/20/24. Our flight was delayed. I called and was informed that the rental car company was supposed to be open until 1:00 am. We were at the pick up location for the shuttle at 12:30am and no shuttle ever came after 30 minutes of waiting. Other people were also waiting for the car rental shuttle. This is one of the companies that Priceline trusts. Fox has is so disrespectful towards customers!

  Business Response

  Date: 07/31/2024

  Thank you for the opportunity to respond to the complaint submitted by ***************************** regarding the reservation FFX04D01EC.  I apologize that the customer was unable to catch the shuttle to the rental facility which stops running 30 minutes prior to closing.  We sincerely apologize for that and understand that many had flight delays during this time. 
  
  We have sent a refund request to Priceline to issue a refund of this prepaid reservation to the customer due to the flight delay.  Again we apologize for the great inconvenience they encountered.  Priceline should issue a refund back to the customer within 7 business days. 
  
  Thank you. 

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22033867
  
  I am rejecting this response because: I called this company at 12:30 am ad the costumer service rep informed me that they would be coming to pick us up just wait under there outside airport sign. This company needs to accept the fact that they misled me. It's not about the plane being delayed. It's about this company lying to me. This company was paid in full why didn't they reach out to me the following day and see if there was any issues they were paid in full. They are very poor at customer service just look at their reviews.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/01/2024

  I apologize to the customer for any misinformation that they received.  As stated in the rental policies the location stops pick *** and taking new rentals 1/2 hour prior to closing at 1am so 12:30am is when the shuttle stops running.  Again, we apologize for the great inconvenience they encountered and a refund request has been submitted. 
  
  Thank you. 

  Customer Answer

  Date: 08/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/19/2024

  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.

  Rented a vehicle in state of *******. Day of rental was told I could not take out of the state [NC] ( which I had hotel reservations).As such, *** would not refund me the amount. In addition, it was not stated clearly in their rental agreement. Before I file a small claim against this company I will give them the ample opportunity to refund.

  Business Response

  Date: 07/31/2024

  Thank you for the opportunity to respond to the complaint submitted by ******************************* regarding the reservation FFX04CC579.  I show that the approval for a refund, which will not be issued by Fox Rent a Car but by Expedia, was issued on July 19, 2024.  All money to be refunded will be done directly by Expedia as payment was not made directly to Fox Rent a Car.  
  
  If the customer has not received a refund from Expedia we would urge them to contact them directly. 

   

  Thank you. 

   

• Initial Complaint

  Date:07/17/2024

  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 through Fox car rental on 06/19-06/26. I was charged for car insurance that I didnt need. I told the representative that I had my own car insurance and it would cover me and the rental. I was still charged for car insurance. I never got a receipt for my rental at the beginning nor even after taking the car back. The representative said it would be emailed to me. I also called the company and nothing. They did however credit me back supposedly for 2 days. My car rental was for $297. I called back to the company and was greeted with a not so nice representative who said I would receive and emailed on the decision. Here it is almost a month later and I still have not received a receipt nor a phone call or the email with the fees for the car rental. I have never experienced such poor customer service as I have with this company.

  Business Response

  Date: 07/31/2024

  Thank you for the opportunity to respond to the complaint submitted by ***************************.  We would be happy to look into this issue, however, we are unable to find a rental agreement opened in the name *************************** nor can we find one associated to the email or phone number provided in the complaint.  Please send the rental agreement information associated with this complaint. 
  
  Thank you. 

   

• Initial Complaint

  Date:07/10/2024

  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.

  *** sent me an email from Europcar, telling me that Expedia did not charge me for my car rental in June of 2023 and that they did not charge me either. They claim I need to pay a balance for the rental. Ive never heard of a company coming to someone a year later, stating a mistake had been made by them and now the customer is responsible. I provided my credit card when I picked up the rental. Can you help or at least ensure the company dues not treat other customers in this manner? I dont see how I am responsible for Fox and Expedias mistake.

  Business Response

  Date: 07/11/2024

  Thank you for the opportunity to respond to the complaint submitted by ************** regarding the rental OAK-518589.  We show that this renter picked up the vheicle on 06/19/2023 and returned the vehicle on 06/24/2023.  The renter had the vehicle for a total of 6 rental days based on the time of pick up and return.  
  
  The original reservation was booked on the Expedia website.  Expedia has alerted Fox Rent a Car that funds were never collected on this reservation, and they have refused payment.  As the payment was not received from Expedia this does make the renter liable for the payment on this rental. 
  
  The customer currently owes a total of $301.19 on this rental.  We do urge the renter to contact the accounting department to make payment as soon as possible. 
  
  Thank you. 

   

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21965918
  
  I am rejecting this response because: it absolves Fox of their responsibility to ensure that my card was charged and it requires the customer to pay the price for a mistake of Expedia's. It does not address the extremely poor customer service practices that they are engaged in, in tracking down a customer a year after a ********************** and holding them responsible for a mistake the company should take responsibility for. This was negligence on behalf of the company, not the customer. 
  Sincerely,
  
  **************

  Business Response

  Date: 07/11/2024

  I apologize that the customer feels that they had a poor experience.  As payment was not received from Expedia for this reservation, and the vehicle was utilized this does leave the renter responsible for all charges on this rental. 
  
  Thank you. 

   

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21965918
  
  I am rejecting this response because: they need to hold Expedia responsible. This should go without saying. If it is Expedias fault, they need to be required to make it right. 
  
  Sincerely,
  
  **************

  Business Response

  Date: 07/11/2024

  Expedia has stated that the customer's card was not charged and/or could not be charged for the rental.  As Expedia is not paying the reservation, the debt will lie with the renter at this point. 
  
  Thank you. 

   

• Initial Complaint

  Date:07/08/2024

  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.

  Contract for suv paid in advance Day one Booked suv Got minivan told no suv Guy behind me in line gets a suv Get told to call *********** the next day Day two Call **** at 9, 11 and 1 no call back ********************* they tell me drive back not even knowing if have an suv two hour drive Ask for supervisor they wont give me a name for one said they will call me later all busy No call from supervisor all day I call back Told supervisors are all busy and will have one call me I said no I wanna wait, 15 min later tell me cant talk to one but they will send an email to the ***** location to contact me.Day three Still no suv I had reserved months in advance and paid for, I requested for my trip because I needed an suv. Whats the point of a reservation if they dont hold the car.Called again 10am person asked me to tell them the story once again. Then finally supervisor came on had to repeat the story again. Tried to give me a ******** answer no suv available that time yet person in line behind me got one.Said would sent ***** location email again as they are call Center and will cc me no email came over even after confirming they had correct email.Called in again at 1pm, asked to explain situation again, supervisor wouldnt talk to me said already did, person I talked to sent me an email that was sent at 12:00 from her (could be time difference?) so I was lied to again because she wasnt involved in the previous call why would she send the email and hour prior to my follow up call. I wasent ccd in the original email like was told.No further along, no suv, no attempt to fix yet.No phone call even after told would hear back within 24hrs.

  Business Response

  Date: 07/11/2024

  Thank you for the opportunity to respond to the complaint submitted regarding the rental agreement TPA-531072.  This complaint was handled by the location over the weekend and the customer was provided a different vehicle.  
  
  We do hope that the customer is now satisfied with the vehicle provided. 
  
  Thank you. 

   

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21950371
  
  I am rejecting this response because:
  
  I had to drive to the airport, two hours of my vacation time, plus the time I wasted trying to communicate with the branch. 
  

  Fox did nothing on their end to resolve the issue. 

  I was also taking a risk that a SUV might not even be available considering no one would could guarantee it.
  

  I should have not had to do that, I should have received a email or call from them not 4 days later.
  

  I would like reimbursement for the time and days I lost correcting the situation as you guys did nothing.  

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

  Business Response

  Date: 07/11/2024

  There is no payment collected by Fox Rent a Car on this rental.  This was prepaid to a third party.  Adjustments have been made to compensate for the time lost but the renter will need to contact their booking party to request a refund, which *** will approve. 
  
  Thank you.