Business Profile

Auto Rentals and Leasing

Fox Rent A Car

Headquarters

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Complaints

This profile includes complaints for Fox Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

727 total complaints in the last 3 years.
239 complaints closed in the last 12 months.

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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:07/08/2024
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.
Rented a car from Fox at the ***************. The person at the desk refused my paid rental because their machine could not scan my drivers license. My LEGAL drivers license ?? issued by the state of ****. They have refused to issue a refund saying that a legal drivers license is required, although I have reiterated multiple times that I offered a legally issued drivers license from the state of ****. Their machines inability to read my lagally issued drivers license should not be my financial burden.
Business Response
Date: 07/10/2024
Thank you for the opportunity to respond to the complaint submitted by ********************************* regarding the reservation FFX04BC54A. Unfortunately, upon pick up the renter had only a temporary license which would not scan at the time of pick up. We do apologize for the inconvenience but all licneses must scan for security reasons in order to rent a vehicle.

This rental was prepaid through Expedia, as payment/payment information was not collected by Fox Rent a Car we kindly request that the renter contact their booking source to request a refund. This reservation has been marked for approval of a full refund, however, to date the booking party has not contacted *** for the approval.

Thank you.

Customer Answer
Date: 07/20/2024

Complaint: 21950189

I am rejecting this response because:
Expedia says that they cannot offer further assistance, and all further actions regarding this booking need to be addressed with Fox rental cars.

Sincerely,

*********************************
Business Response
Date: 07/31/2024
I am very sorry that Expedia gave you incorrect information. You made the payment to Expedia directly. Fox Rent a Car does not have any payment information to assist with a refund to you, this must be done by Expedia. I am showing, however, that Expedia did call for refund approval on 7/29/2024 which was provided to them on this date as well so it does appear that Expedia is working on a refund for the customer. The customer can follow up with Expedia directly.

Thank you.
Initial Complaint
Date:07/05/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were involved in a not at fault accident in ****************, ********** on 2/13/24 while driving a rental vehicle from Fox Rent A Car. We have worked with Fox while learning from the insurance companies about how they handle the charges. We found that some of the charges that *** is billing us for are considered either excessive or normal business practice expenses that our insurance company didn't pay. Although it's likely that we won't be reimbursed for these payments we sent a check to Fox for the fees they've invoiced us for that are specified on the rental agreement, specifically their admin fee of $150 and the storage charges of $445 which were considered excessive - the car was left in storage 7 days? We did not include payment for the appr fee of $175 which per a phone call today was removed since this was a California rental, or the Tag/Title fee of $319 which is not specified on the rental agreement. We're asking *** to accept the check for $595 that is currently en route to them and to close this claim as paid in full.
Business Response
Date: 07/11/2024
Thank you for the opportuntiy to respond to the complaint submitted by *********************** regarding the rental agreement SAN-903983. It appears that the claims department has been working to resolve the case for **************. Payment on the claim was received on 07/10/2024 and Fox Rent a Car claims waived the tag and title charge as requested. This claim has been closed.

Thank you.

Customer Answer
Date: 07/11/2024

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:06/28/2024
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.
June7, June 10 , June 19 I rented a car at Fox rent a car *************** June 3 through June 19. I had toe boots three that needed to be paid which I did pay now Im getting bills from their company stating I never paid my toll fees. This happened to me in 2022 now Im having to send proof that I paid my bills I called Bay Area fast track im told this company does this all the time no one is reaching out to me. not trying to have these people mess my credit up when I paid all three toll fees in the amount of $27 Ive sent numerous amount of emails to the company spoke to three different people at three different companies. No one has gotten back to me as I stated this happened to me in November 2022 same company same thing. Something has to be done. All of this is fraudulent.
Business Response
Date: 07/02/2024
Thank you for the opportunity to respond to the complaint submitted by *************************. Toll charges are not billed by Fox Rent a Car directly, as stated in the rental agreement, all toll charges are billed by American Traffic Solutions. The renter can address their concerns directly with American Traffic Solutions directly at ************. Fox Rent a Car cannot see nor determine payment for tolls.

Thank you.
Initial Complaint
Date:06/26/2024
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.
I reserved and prepaid for a rental car from Fox Rent A Car using Booking.com on Feb. 19, 2024. I arrived at the rental dealership at 9:30 AM on May 14, 2024 as per my reservation, and was greeted by a man that was called Manny by his coworkers.After going through numerous steps and questions, he told me to insert the card that I used to book the car with. upon inserting my card, I got a **** READER ERROR. (THE **** WAS NOT DECLINED) He told my wife and I that he could not rent us a car under any circumstances. He then told us that he had a friend that could help us out and would even come and pick us up. He called his friend on his cell phone and gave him my number. His friend gave me a ridiculous price of over $500.00. Of course I declined. We were still there over an hour later trying to figure out what to do. We were basically stranded. When ***** noticed we were still there, he became very nervous and approached my wife to see what we were going to do. He told her that due to a big event going on in ***** that week that a rental car could cost as much as $1500.00. He offered no other solution other than his FRIEND. My wife simply got on ***** website and rented a car in her name for $292.19. A mere $7.00 more than the one that I had previously reserved and paid for in FEB. When ***** saw us in the line again to work out the closing details of our new rental, he conveniently disappeared. We were waited on by a nice lady named ********. We got our rental car and were on our way.It is our opinion that at least one of Fox Rent A Car ********* is running a SCAM and I strongly urge the management there to do and extensive investigation into this matter and contact me with the results of that investigation. And if I do not here from them I will just assume that they are ok with such things happening within their company.
Business Response
Date: 07/02/2024
Thank you for the opportunity to respond to the complaint submitted by *********************** regarding the reservation FFX045347C. I do apologize that there was an issue at pick up. We have escalated the information to the management team at the location.

I did want to match your rental rate for the other reservation, but the rental I was able to associate was LAS-******* which appears to be a lower rate than the original reservation.

Thank you again for taking the time to share your experience.
Initial Complaint
Date:06/26/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of the transaction - 13 March 2024 The amount of money you paid the business - $271.84 ($121.84 prepaid + $150.00 security deposit)What the business committed to provide you - Rental Car What the nature of the dispute is - I prepaid for a two-day rental form Fox ($121.84 + $150.00 refundable deposit), and I included my flight information in the booking. When I arrived at the pickup location, there was a sign on the door that they were out of vehicles, and there were no staff on-site and no phone number provided for those who had bookings. I booked this car through Fox specifically because I needed to drive into ******, which Fox allows with their vehicles. I had a non-refundable hotel reservation in ****** for that night (this hotel included a free breakfast). Because Fox was closed, I was forced to rent from the only other car rental agency open, which was ***** **** did not have any cars available that were allowed to be driven in ******, so I had to make a last-minute booking in ********* for that first night and eat the cost of the first night's booking in ******. I also had to pay for breakfast in ********* since the new hotel did not provide breakfast. I was able to switch to a rental car that could be driven into ****** the next day (also through ****). I called Fox after my trip and explained the situation. *** immediately reimbursed me for my prepayment and security deposit, and the representative said I could email the documentation for the hotel and breakfast so he could submit a request for reimbursement. He said in his email that I should hear back no later than May 8 (five days after my original email). I received no response and no refund to my credit card for several weeks, and subsequently followed up by email three times with no reply from Fox. I would like the amount for the *************** and breakfast to be reimbursed by *** ($233.01).Whether or not the business has tried to resolve the problem - Initially yes, but no reply for weeks.
Business Response
Date: 07/10/2024
Thank you for the opportunity to respond to the complaint submitted by *************************** regarding the reservation FFXP083AE6. Typically, Fox Rent a Car will only pay for the difference in the rental rate if a car could not be accommodated. We have made a special request to the regional director for the case for the reimbursement as requested of $233.01. That request was approved along with the refund of the reservation which was already given.

A check request was submitted today. Please allow 10 to 14 business days for receipt of the check. The check will be mailed via the U.S. mail to the address provided on this complaint.

Thank you.
Customer Answer
Date: 07/11/2024

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:06/24/2024
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.
Date of Transaction: February 26, 2024 (Vacation Package which included the rental)Paid: $341.06 What the business committed to provide: Rental car from June 11 to June 16 Nature of dispute: Prepaid them for the rental and I never got it because of an error caused by the agency (Complaint filed on them as well) and they were not willing to help me out or do anything about it. They now have the $341.06 from the rental which I never used the service on Business tried to resolve the problem: NO. Especially after flying 2 hours and a half from ****** with two minor kids and a mother who has a walking problem they didn't care nor attempted to do anything why? Because they already had their money Booking number given by agency: ******* ** They also have misleading information as they state they are located at ***************************** and they are not. You need to take a shuttle**I asked them on location to add me as an additional driver to help fix the situation as per their policies it can be done and they denied this
Business Response
Date: 06/25/2024
Thank you for the opportunity to respond to the complaint submitted by ********************* ***************************** regarding what I believe to be reservation FFX045BFCF in the name on *****************************************. I apologize that there seems to have been an error on the booking, I do show that this reservation was not used. The payment on this reservation was not made directly to Fox Rent a Car so we are not the ones that *** approve or issue a refund on the reservation. The reservation is marked approved for a refund once the booking party sends an inquiry but the request must be made by the customer to the booking party. We do suggest they contact them to inquire about the refund.

I am very sorry that they were unaware that this was an off airport location, this information should have been supplied at the time of booking along with the rental policies.

Thank you.
Customer Answer
Date: 06/25/2024

Complaint: 21894478

I am rejecting this response because: I have tried to contact the booking party which in this case is the agency (a bbb complaint filed on them as well) and they have advised that they cant issue the refund and that although it was booked with them with an error or not fix rent a car should have added me as an additional driver and this wasnt done
so Im being tossed back and forth

Sincerely,

********************* *******************************
Business Response
Date: 06/25/2024
I apologize that Fox Rent a Car does not have access to issue a refund on this reservation, this would be the sole responsibility of the booking agency. Fox Rent a Car did not collect nor has poesession of their payment information.

Unfortunately, this would be up to the booking agency to approve and issue any refund of the reservation.

Thank you.

Customer Answer
Date: 06/25/2024

Complaint: 21894478

I am rejecting this response because: You just said fox rent a car didnt receive money for the rental which is incorrect because even though I paid the agency the money was sent to you guys for the rental the rental wasnt free

Sincerely,

********************* *******************************
Initial Complaint
Date:06/18/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented for six days, but, returned the car on the 5th day, 24hrs earlier. I'm requesting a refund of one day renting. Thank you.
Business Response
Date: 06/19/2024
Thank you for the opportunity to respond to the complaint submitted by *********************** regarding the rental agreement SFO-1070868. Unfortuntately, the prepaid reservations are non refundable so returning a day early does not result in a refund. If there was a valid reason for the early return that should be considered please have the customer provide documentation to assist with that decison. Based on policy the reservation is non refundable.

Thank you.
Customer Answer
Date: 06/20/2024

Complaint: 21867211

I am rejecting this response because:
We've had to cut our trip short because of personal reasons.

Sincerely,

***********************
Business Response
Date: 06/24/2024
We are sorry that the customer had to cut their trip short. Although this refund would not be issued by Fox Rent a Car directly, the customer is welcome to contact their booking source which we show as Rentalcars.com to request a refund. We will make note on our side so approval is given when they contact Fox Rent a Car but it would be based on Rentalcar.com policies for a refund.

Thank you.

Customer Answer
Date: 06/24/2024

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:06/18/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned my rental car and left few items in the backseat. I was visiting friends and they bought some gifts. I can not get through to lost and found. I have called several times and also emailed. I'm really upset that no one has contacted me. Horrible customer service
Business Response
Date: 06/19/2024
Thank you for the opportunity to respond to the complaint submitted by ***************** regarding the rental agreement SAT-160410. I apologize that the customer has a lost and found issue. Although Fox Rent a Car is not responsible for any items left behind in the vehicle, we do our best to locate them for the customer each time. A request for contact has been issued to the location to contact the customer directly.

Thank you.
Initial Complaint
Date:06/14/2024
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 used Expedia to rent a vehicle for a work trip Im taking. I arrive in ****** from ******* on Sunday at 6:15 respectively. Its possible that I somehow made a mistake but I cant see how I made this mistake. That aside I immediately realized the error and called the rental company to tell them of the mistake and they said theres nothing they can do and told me to call Expedia to cancel. I spoke in length to Expedia and they really tried to work with the company but apparently they were not going to be flexible and strict to their policy regardless of the nature. I cant show up earlier than my flight is scheduled because I also have hotel accommodations for Sunday. Im going to be in ******* for Fathers Day with my kids and would like this to be corrected. Policy or not theyre acting predatory with this by basically knowing that I wont be able to fly in early to pick up the vehicle there by forfeiting the large sum of money I paid them. That seems not only unfair but just downright rude and terrible business practice. Just spineless.
Business Response
Date: 06/18/2024
Thank you for the opportunity to respond to the complaint submitted by *********************** regarding the reservation FFX04B0E0D. I apologize that we are unable to change the rental pick up dates on a prepaid reservation. Any change in dates must be done directly with the booking party and would most likely require a rebook.

I do see a note in the system that the renter asked to pick up one day earlier and due to availability we were unable to accommodate that request with a new booking.

I apologize for the inconvenience a refund approval is on file for the customer, they simply need to contact their booking source to request a refund.

Thank you.
Initial Complaint
Date:06/11/2024
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.
The company i work for rented a vehicle for me to come into work as i work remotely in ******* (PAID IN FULL BY THE COMPANY). On June 8th my original flight was supposed be in on June 9th at 12am. Due to unforeseen circumstances, the flight was delayed and landed after 2am. When i went to get a shuttle to FOX at DIA, i was advised they were closed and reopened at 5am. So i had to scramble and find a rental car (all but one company didn't have any vehicles aval), so i went to ***** I had to pay out of my pocket over ****** to rent a vehicle for 6 hours so i can make it to the hotel in time by 3:30 am in order for them to not cancel my reservation. When i came in the next day to pick up the vehicle, i explained everything that had happened and the lady didnt care. She then said i had to have the credit card in person that the company paid with. After i spoke with a manager, they took my card to charge the transaction fee of 1.00. The other issue is because dont open till 5am, my flight this Saturday now is an issue. I depart at 6am and am unable to drop off the vehicle at 5am when they open. So now i am inconvenienced again because i have to drop the car off the day before and find a ride at 4am to get there in time. I will never do business with FOX rental car again!!!!
Business Response
Date: 06/12/2024
Thank you for the opportunity to respond to the complaint submitted by ******************************* regarding the rental DEN-944112. I am very sorry to read that the customer had a flight delay, unfortunately the rental facility hours as posted on our website as well as the rental policies provided during the booking process show that our rental facility closes at 1am. I do apologize that we were unable to accommodate the customer upon their late arrival. I do see, however, that they were able to pick up a car on 6/9/2024.

The customer was accommodated without the card from the employer and her card ending in 0263 was not charged $100 - there is an authorization of $1.00 to verify the validity of the credit card. That authorization will fall off as long as there are no charges upon return and the car is returned on time.

I do apologize that this locaiton cannot accommodate after hours returns, again this information was provided during the booking process. The reservation, FFXP087BFB, was booked with a 5am return time. If the renter wishes to return the night prior, they are welcome to do so as well.

Thank you.
Customer Answer
Date: 06/13/2024

Complaint: 21835604

I am rejecting this response because:

Sincerely,

*******************************
Business Response
Date: 06/13/2024
Again, I apologize that the customer is upset with the hours of operation but this informaiton is provided both on our website and during the rental booking process.

Thank you.

Customer Answer
Date: 06/13/2024

Complaint: 21835604

I am rejecting this response because:

Sincerely,

*******************************

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Fox Rent A Car is NOT a BBB Accredited Business.