Complaints

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:09/11/2024

  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 had prepaid for a car rent out of ***************. When this reservation was made and please note PREPAID the insurance coverage, etc was DECLINED. When at counter the gentleman asked if i had insurance and I stated yes and offered a copy of my card which he declined. Upon return of the car i found out that we are being charged an additional $500 in fees for this. I have tried to contact the billing department, etc and they are of no assistance simply stating the agreement was signed at counter. It was obviously not clear what was being signed and given i had INITIALLY DECLINED insurance coverage it should have never been added. This is truly a scam. I am asking for a refund of those insurance charges back to my card.

  Business Response

  Date: 09/24/2024

  Thank you for the opportunity to respond to the complaint submitted regarding the rental agreement OAK-550471.  When items are added to the rental, the customer must sign a rental agreement as well as a summary of charges, which is physically printed at the rental counter so the customer can review all the charges and sign that they understand exactly what they are paying for.  As both items, which are attached here, were signed by the customer at pick up we do assume that they fully understood their rental charges.  As the signatures were collected, no refund of the items may be issued. 
  
  Thank you. 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22272845
  
  I am rejecting this response because: as previously stated this rental was PAID IN FULL and Insurance DECLINED.  The gentleman at the counter did not understand each time I tried to explain I did have insurance, he did not speak English well.  If you are not willing to issue a full refund then I ask you issue half.  This is truly a SCAM and a way for the rental company to profit at the last minute.  The rental was paid in full with COVERAGE DECLINED and it should have NEVER been added on.  I am sure you know as well how quickly they move one thru the line.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/30/2024

  As the customer signed both the rental agreement and summary of charges, insurance may not be removed.  The customer was made aware of all charges, and acknowledged the charges by signing both documents. 
  
  I apologize that due to both signatures the insurance charges will remain a part of the rental agreement. 
  
  Thank you. 

   

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22272845
  
  I am rejecting this response because: Again I think it's a complete fraud that this company is allowed to disregard an initial paid in full rental and at time of pickup NOT make it clear to individual signing that insurance was being added.  They were told several times we had coverage, but refused to listen. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/08/2024

  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.

  Arrived at the airport to find that my booking with Fox Rental was not as described. Bought through Expedia with other rentals that I could use across the country. *** stated that I'm not allowed to drive this vehicle to ******** which was my main destination. I had paid $900, 2 months in advance for this ticket on my credit card. There was no mention on expedia about limitations as to where I could use this vehicle. When pressed, they mentioned that it was on the Fox website. When I asked where, they took about 6 or 7 minutes to find it on a subpage of the website. No warning on the booking page or elsewhere. They canceled my booking after also refusing the credit card that I had made the booking with. So I paid the 900$ with this credit card but they refused to use it when I needed it for the 150$ deposit. I offered another from a family member but they refused. Now they refuse to give a refund. This is the same situation as another person who was stranded by Fox rentals when they found out they couldn't use their rental car in ********.

  Business Response

  Date: 07/11/2024

  Thank you for the opportunity to respond to the complaint submitted by ***************************** regarding the reservation FFX04964DA.  I apologize that the renter was unaware of the geographical restrictions with the rental, this information is provided during the booking process when the customer must agree to the rental policies of the reservation.  I have attached the geographical restrictions here for review.   I see that the customer also presented a debit card for deposit at pick up, as stated in the rental policies, Fox Rent a Car requires a credit card for deposit at pick up.  A renter may use a debit card for the payment but a credit card is required at the time of pick up to secure the vehicle.  This information was also provided during the booking process. 
  
  This reservation was not prepaid to Fox Rent a Car directly, all payment and collection of payment information was done with Expedia.  We do urge the customer to contact Expedia directly to request a refund of the reservation.  We have marked approval for a full refund on our side and will be happy to give that approval to Expeda when they contact Fox Rent a Car.  
  
  Again, we do apologize for the inconvenience. 

  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:06/29/2024

  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.

  On June 7, 2024, we rented a car at the ******, ** airport with Fox Rental Car. They asked whether we wanted to pay for a toll device, and we said that we would pay the tolls directly with cash or else avoid toll roads. To my knowledge, we did not drive on any roads requiring a paid toll.Today, I received a bill from ****************** Services charging me $12.50 for a toll amount and a $90 "administrative fee." Obviously, this 'fee' is absurd. More importantly, we were NEVER INFORMED of a fee when we rented the car. I will pay the toll fee but the administrative fee must be waived.

  Business Response

  Date: 07/10/2024

  Thank you for the opportunity to respond to the complaint submitted by *********************** regarding the rental agreement AUS-246902.  All information regarding the billing for unpaid tolls is available in the rental policies as well the rental agreement from pick up.  All customers are given the opportunity to add a platepass option to cover toll roads, but any unpaid toll is billed for the amount of the toll plus a $15 administrative fee as outlined in the rental policies.  
  
  We have attached the rental policies here for review.   All rental policies must be agreed to upon booking. 
  
  If the customer wishes to opt into the platepass option instead they may contact American Traffic Solutions directly at ************ to request an opt in for the platepass as well as review all utilized toll roads as that is not billed by Fox Rent a Car directly. 
  
  Thank you. 

• Initial Complaint

  Date:06/12/2024

  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 for my car rental through Expedia. On the day I arrived in ******* to pick up my car rental, your agent proceeds to charge me for insurance, which I already paid for. On my most recent invoice from Fox, they charged me an additional $207.68 for insurance...Despite me already paying for full coverage for the duration of my rental agreement. I also asked to ensure that there were no Ipass issues as there may be highway travel. I was not informed that you would charge $142.89 or $12.99 per day for the entire rental. The Illinois Tollway charges an average of .75 cents per toll road (depending on which toll you pass through). Which means you are charging me for traveling through 17 tolls per day. Had your agent not mislead me, I would have simply NOT gotten the Ipass and paid the toll via the online portal and even if I went through 20 toll booths with .75 as average cost, that is $14.00. I am looking for $120.00 of the $142.89 you charged for the Ipass and the $207.68 for the double charge for the insurance...For a total amount of $327.68. Your agents behind the counter made false and/or misleading statements to consumers to steer us into your desired responses and costs.

  Business Response

  Date: 06/18/2024

  Thank you for the opportunity to respond to the complaint issued by *************************** regarding the rental agreement ORD-201432.  Our records indicate that upon arrival the customer signed both a rental agreement and a summary of charges identifying all of their charges on this rental.  The signature on both of these items indicates that the customer acknowledged these charges at the time of pick up.  Please see that both are attached. 
  
  Any insurance or coverage purchased with a third party is not visible on a reservation,  we have no way of verifying that informaiton so it is up to the renter to decline any offered coverage.  In an effort to assist to resolve this case, we have issued a refund for the insurance charge. 
  
  The platepass cannot be refunded until we have waited 21 days to ensure that there are no toll charges.  As long as no toll charges are incurred a refund of the platepass may be issued after 6/30/2024. 
  
  Attached please find the invoice showing the removal of the requested insurance. 
  
  Thank you. 

• Initial Complaint

  Date:04/19/2024

  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 prepaid for a rental car online $165 and they charged me $150 security deposit that was said to be returned once rental was returned. My husband signed the electronic pad ONCE when he picked up the car. He told the rep he did not want any extra insurance or add ons. Upon returning the car, we were charged a total of $450 and I never received the $150 security deposit back. When we called and asked why we were charged so much they said we initialed/signed for loss waiver damage and road side assistance when we picked up the car. Upon looking at the printed receipt we received when we picked up the car, my husbands initials/signature is copy and pasted. He DID NOT sign for these. His signature is on the document 5 times and he only signed the digital pad ONE TIME. This is a huge scam. **************** said they need to start a dispute so they can investigate properly and wont refund any of the charges until further investigation. I noticed a few other people on here have reported similar issues. I repeat, this company is scamming you into things that you do not actually sign for and pasting your signature to make it look like you signed for it. You can see in the picture attached that the signature is the exact same copy and pasted and FRAUDULENT.

  Business Response

  Date: 05/14/2024

  Thank you for the opportunity to respond to the complaint submitted by ************************* regarding the rental agreement FLL-727452.  We show that the customer did sign to add the loss damage waiver and roadside assistance coverage at pick up.  They signed a rental agreement electronically and in addition to that signed in person for the summary of charges.  The summary of charges is printed and signed at the rental counter to acknowledge all charges that are issued on the rental.  I do show that both documents were acknowledged at pick up and are attached here for review. 
  
  As we do wish to resolve this case for the renter, as a one time courtesy, the added coverages were refunded even though they were signed for.  An updated rental invoice is attached. 
  
  Thank you. 

   

   

• Initial Complaint

  Date:02/27/2024

  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.

  Rental agreement number ********** from 2/9 - 2/11/24 I went to the counter when my flight arrived in ******* to rent a car. I feel that the Rep did not listen to me at all because I walked away with all kinds of charges and fees that I verbally declined at the counter and the reservation was incorrect. I asked for a rental for 2 days (Friday - Sunday). Ive attached my flight reservation as proof that I was in ******* for 2 days and that serves as my confirmation that I needed to rent a car for 2 days. The agent I guess only provided me with a one day rental (Friday - Saturday), therefore I was charged a late fee when I returned the car. I stated I needed the car until Sunday.I showed the agent my insurance information. I have full coverage which includes roadside assistance and wanted to use my own insurance for the car and declined the other optional coverage; they clearly had me sign and charged me for that. Please review the camera of me showing them my insurance card. I really feel that I was scammed by the agent when I verbally declined the additional coverages. I was in a rush when a came to ******* unexpectedly to attend a family members funeral so I was grieving while traveling. I should not have to worry about additional charges that were verbally declined.Can you all review this as a courtesy given the circumstances of me declining coverages and asking for a 2 day rental vs one day rental? Please review my flight itinerary. Im requesting review/refund of the late charge, LDW and roadside assist.Thank you in advance for reviewing my concern!

  Business Response

  Date: 03/15/2024

  Thank you for the opportunity to respond to the complaint submitted by ***************** regarding the rental agreement ***-188848.  As you can see, we have attached the signed rental agreement/contract here.  This was opened for a one day rental and all charges are clearly defined on the rental, the customer signed for these charges at pick up.  Beyond the rental agreement, which is signed electronically, the Fox Rent a Car locaiton also printed all charges for the renter, the added charges were highlighted and customer initialed to accept the charges on the printed copy as well.  That signed summary of charges is also attached. 
  
  As the customer was clearly made aware of all charges at pick up, we do feel that the locaiton has done everything in their power to explain all charges.  In an effort to assist with the concern, the $25 late fee has been waived but all other charges are valid and agreed upon at pick up.  
  
  An updated invoice is attached. 
  
  Thank you. 

• Initial Complaint

  Date:02/21/2024

  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.

  Transaction date 01/31/2024 Location ***** airport ******* Put on do not rent because company card declined. I rented the vehicle for a month while in town for a business trip. My business card was being charged when I extended several times, so I assumed everything was fine but I was told my card declined and I was past 4 days of paying. I contacted my company to extend the limit on the card but happened to be a weekend and took a few days I returned the vehicle and called in to make full payment on the balance. After I made this payment I confirmed two times that Im in good standing and will be able to continue to rent ******** of the accounting department said that she need to check with the manager that entered it and will call back. She called back 15 minutes later and said yes youre good to rent your off that list I said thank you and ended the call. I came in town again February 20th almost a month later with a price adjusted reservation from customer service and was told Im locked out of renting. I called accounting back and spoke with **** who was extremely rude and unwilling to help and said she will call back when she speaks to *********. I informed my manager of this situation and she then contacted accounting as well on the same day February 20 and was greeted by **** who was rude to them was as well. I was already told ** in good standing and able to rent so I should be able to.

  Business Response

  Date: 02/29/2024

  Thank you for the opportunity to respond to the complaint issued by *********************** regarding the rental agreement ***-185778.  We appreciate that the payment was made in full for the rental due to the issues during the rental process. Unfortunately, the customer was added to the Do Not Rent list based on the lack of response during the rental and that a demand letter had to be sent for return of the vehicle.  
  
  The case was reviewed by the operations management team and request to be removed from the Do Not Rent list was denied.  
  
  Thank you. 

   

  Customer Answer

  Date: 03/03/2024

   
  Complaint: 21325416
  
  I am rejecting this response because:
  Not only was this a problem with my jobs business card but I was in contact with fox everyday it was not necessary for a demand letter we were in communication the whole time and with this being a business trip my company should be listed not me this is a unfair process that I feel discriminates against certain people.

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

  Business Response

  Date: 03/07/2024

  I apologize, the case was taken to the operations management team and the customer will not be removed from the do not rent list. 
  
  Thank you. 

   

  Business Response

  Date: 03/07/2024

  I apologize, the case was taken to the operations management team and the customer will not be removed from the do not rent list. 
  
  Thank you. 

   

• Initial Complaint

  Date:02/09/2024

  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 rented a car in ****** from Fox rental. I was told that I would be billed for any tolls that I passed and that would be added to my rental fee. What I was not told is that they add $15 per toll admin fee. My tolls were $36.84 and they added $240 fees on top of that. I called and had the amount reduced but even so, this is an underhanded way of doing business. I will never use them again.

  Business Response

  Date: 02/16/2024

  Thank you for the opportunity to respond to the complaint submitted by ***************************** regarding the rental agreement ***-18085.  I am very sorry that the customer was unaware of how unpaid tolls are billed.  This information is provided both on the rental policies provided during booking and on the rental agreement.  
  
  Fox Rent a Car has a platepass option available for renters to purchase for $12.99 per day which will cover all tolls.  As the renter had the vehicle for 4 days, we are happy to advise the billing company American Traffic Solutions to opt the customer into the platepass option.  The customer will owe $5196 to American Traffic Solutions instead of the current balance of $126.84. Please allow 5 business days for ATS to update their system. 
  
  Thank you. 

   

  Customer Answer

  Date: 02/19/2024

   
  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:01/17/2024

  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.

  This car company charged me a penalty for non payment of ******** tolls which I paid and have provided proof several times and they continue to run me in circles in term of reimbursement of the erroneous charges they debited my credit card I used to rent the car. Their case number is RE:76302 494 ***** *******

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond to the complaint submitted by *************************** regarding the rental agreement ***-177676.  All unpaid tolls are the responsibility of the renter.  Fox Rent a Car does not do any of the billing for unpaid tolls, should the renter have a concern with the charges being issued please direct that to Verramobility (American Traffic Solutions) at ************ or by visiting their website *************************************************************** directly.  
  
  For assistance to the renter, we have collected the bill from ATS directly and attached that here, any dispute regarding those charges should be issued directly to ATS and not to Fox Rent a Car. 
  
  Thank you. 

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21161190
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/11/2023

  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 in ******* ******* on June 18, 2023 - July 11th, 2023. I have a Sun Pass Transponder that I use for the toll roads when I am in town. And I have never had any issues using this before. I get home several weeks pass and I get a bill from Fox car rental showing these additional toll charges. Fine no problem but they are accessing their $15.00 per toll fee. I have tried to find out where to go look for these violations they list and platepass.com as they list on their website to checkout, gives you no information and you cannot file complaint or dispute anything. As a matter of fact, when you try to right to Plate pass customer service you have to pick a company. Guess who is not on the list of options to pick, Fox rental car. So you can not even ask them to send you pictures of the violations. So I pull up the information from the bill that I received for foxtollsandfines.com and I have asked them for pictures for the violations they list me as having. The bill says my notice date was 7/17/2023, and has to be paid by 8/06/2023. I just returned from another business trip to find this. So they take the payment automatically from the card left on file. That is all fine. But I can not get anyone to contact me regarding this issue. ******** says that if you receive this type of violation to just go to the customer service of the agency and have them add it ot my account, and they will refund the fees. But again no one to talk to about resolving this issue.

  Business Response

  Date: 08/21/2023

  Thank you for the opportunity to respond to the complaint regarding the rental agreement ***-766495.  As stated in the rental policies attached, any unpaid toll is billed through American Traffic Solutions for the amount of the toll plus the $15 administrative fee. 
  
  Should the customer wish to open a complaint directly with ATS regarding the charges in relation to the sunpass, we would advise them to contact ATS also known as Verramobility directly either by visiting the website www.rentalcarticket.com or by calling them at ************.  These charges are not issued by Fox Rent a Car as *********** with ATS to all billing for toll violations. 

  Attached please also find the invoice from ATS regarding the tolls with the toll number and date of toll usage attached. 

  
  Thank you.