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:07/12/2023

  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.

  I rented a car from fox rental at ******* airport on 7/5/2023 at 7pm. I rented a car to travel to my family members in ********. I drove the car pass ******* and the route was close due to construction so the Navigation took me around ****. Once I got to **** the car started to show engine light so I pull over the side of the road and the car could no longer be driven. Therefore I contacted the tow company to take me and the car to the closest auto shop. Once I got to the auto shop the shop told me that it was an gasket issue and that they are not able to fix it. I called the fox rental road side assistance and that they told me that they cant do anything with it because I am not within the geography which I did not understand because the lady that assisted me at the counter never told me anything. It was more than 4 hours that I was on the phone with them. They told me that I would need to pay out of pocket first for the cost of tow and that they will reimburse me. The cost was around $2000 and now they are saying that I need to pay it myself. This company is not willing to resolve the issue and everytime I call to speak with someone no one answer and I left my number for a call back and never heard anything back. I am disputing the transaction with my bank because there is no way I could afford to pay something that I did not cause. The car was brand new and only had **** miles on it and it broke down. I would like help to resolve this issue

  Business Response

  Date: 07/27/2023

  Thank you for the opportunity to respond to the complaint regarding the rental agreement ORD-164860.  All policies, including geographical restrictions, are provided, and must be agreed upon in order to book, during the booking process.  Our geographical policy is attached for review.  Unfortunately, this renter took the rental out of the geographical restrictions.  Due to this, our roadside assistance team was unable to assist the renter as they had voided their contract by travelling outside of the geographical boundries.  Due to this, the customer was advised that any towing expense would be their responsibility.  
  
  We have had the manager of the roadside assistance team pull all calls with the renter.  The roadside assistance team clearly explained to the renter, with ***** on the phone that towing would be to her expense.  She was advised to tow to the border, into our geographical boundries and call back for assistance.  The renter opted to tow back to the location instead.  As stated on the call, this would be at the renter's expense due to the geographical restictions. 
  
  Thank you. 

• Initial Complaint

  Date:07/05/2023

  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.

  I recently rented a car from this company through a 3rd party. Through that 3rd party I paid for the car in full and also insurance as I always do through this same 3rd party company. At the airport I let the man know I did not need anything extra. I wanted what paid for and thats it. I was supposed to return the car Monday but my flight got changed to Wednesday at 5am so I extended over the phone. When I returned the car they took my deposit, the payment for the car and they said I owe them for insurance and some other fees. Of course Im frustrated and I call to talk a supervisor but both the customer service rep and the supervisor argued me down! Instead of being a help. Asking me why didnt I let the rep over the phone know I didnt need insurance. I constantly asked why was it $177 for an extra day and also why dis they take my deposit and charge my card. The SUPERVISOR hung up on me. Its superrrr frustrating to not have my problem solved and question unanswered because they want to have attitudes and hang up. How do you run a business on emotion?

  Business Response

  Date: 07/06/2023

  Thank you for the opportunity to respond to the complaint issued by *********************** regarding the rental agreement ***-163270.   I do show that upon pick up the renter did sign for added rental liability coverage for this rental.  Please see the attached signed rental agreement. 
  
  As the customer states that they verbally declined the insurance, in an effort to assist with a resolution we have removed the signed for insurance from the rental charges.  A refund has been issued which the customer can expect to see on their statement in 2 to 5 business days. 
  
  Attached please find the updated rental invoice. 
  
  Thank you. 

   

• Initial Complaint

  Date:06/15/2023

  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.

  This is almost a mirror image of the post to the BBB from one month ago about being incorrectly charged for damage insurance that I told the representative numerous times I did not want. Our car rental was from may 29, 2023 to June 8, 2023 confirmation number FFX037B1E7. We rented the car through Priceline and paid for the car in full before arriving. When I arrived at the Fox rent a car in ******* **, the associate at the counter asked me if I would like additional insurance coverage, to which I replied no and told her that our current insurance covers ** to drive rental cars. We have rented many many times and always deny the extra insurance because we are covered. She proceed to tell me that it would be a great idea to get this coverage now to be insured for our trip to which I again told her, we do not need or want this coverage as we are already covered. Finally she told me ok and to initial in the boxes on the electronic keypad to get the car. She told me she would just need a credit card on file for the damage deposit which is standard, and that it would be 100% refunded when the car was returned. After waiting in line with my children who were getting antsy at this point I was happy just to have the car. Fast forward to June 10th, after returning the car on June 8th, Fox rent a car charged my credit card for an additional $335.12. When I called to question them on this, they said it was for the additional insurance that I signed up for at the location. They told me they would reach out to the location about the claim, who eventually denied the claim. This is truly very low of a business of this size to prey on unsuspecting people as they rent cars, there is no paperwork that is given to state the charges just the electronic initials. There is absolutely no way that what I said could have been misunderstood, as I was adamant I did not want or need additional coverage. This doubled the price of our car rental, and it seems this is standard practice for Fox.

  Business Response

  Date: 06/21/2023

  Thank you for the opportunity to respond to the complaint submitted by ***************************** of the rental agreement ***-1104427.  Our records indicate that the customer not only signed the rental agreement which is emailed to the customer at the front counter, but they also signed a physical copy of the summary of charges outlining exactly what they were being charged for.   Both documents with the signatures are attached here. 

  As the customer states that they verbally declined the item, even though we do show that this was signed for at pick up, we will remove the charge to come to a resolution with the customer. 

  A refund can be expected to the card on file in 2 to 4 business days, an updated rental invoice is attached. 

  Thank you. 

  Customer Answer

  Date: 06/21/2023

   
  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:05/15/2023

  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.

  We checked out a rental car (RA # **********) through *********************, and I arrived from the airport around midnight with 4 children. I had prepaid $211.12, and my paperwork showed I only owed $68.02. I specifically declined insurance, and told them / showed them I had my own ************** and that it was also covered by my credit card company. Upon checkout, my kids were tired and ****** and I signed the paperwork and trusted that ***** the woman assisting me understood and did not add on any additional charges. She questioned me, and I again stated I had my own insurance / did not need any. She also questioned me on the Sun Pass, which I declined. She told me again They dont take cards! Which I responded, again, no thanks, I do not need a Sun Pass. Upon returning the car, I was charged $367.27, and when called and questioned it, was told it was for the insurance I had specifically declined. I had my initials by the spot for insurance, when ***** had run through and said Initial here for accepting the rental agreement. and not once did I hear initial here for purchasing insurance. **************** has been a pain to contact, they claimed they sent an email an invoice which I never received, and just told me to check my spam, which it wasnt there. I was told they would follow ** with me in 48 hours, and they never did. I called back on the third day to followup and was told my claim was denied and couldnt be escalated. Do they just prey on overwhelmed frazzled mothers and think Oh heres an awesome target to slip a few extra charges because shes too busy to double check what shes initialing! ?? Is that how they make their money? It is seriously pathetic that this happened when I specifically declined insurance and any extras. I do admit I did initial where it says I agreed to all the charges, but I questioned the total dollar amount and was told Oh, its the standard hold charge and will be reimbursed in 3-5 business days. What a scam to earn money.

  Business Response

  Date: 05/23/2023

  Thank you for the opportunity to respond to the complaint submitted by ***************************** regarding the rental agreement ***-756631.  I see that on 5/16/2023 the location removed all insurance charges.  I have attached the updated invoice here for review. 

   

  Thank you. 

  Customer Answer

  Date: 05/23/2023

   
  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:05/12/2023

  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.

  Paid tolls on line. I am being double charged for tolls plus fees.Notice Number-*************

  Business Response

  Date: 05/23/2023

  Thank you for the opportunity to respond to the complaint submitted by ******************************* regarding their rental ***-1017581.  Fox Rent a Car does not do any billing for toll violations.  All toll charges are issued by American Traffic Solutions.  If the renter prepaid for their tolls, they need to contact American Traffic Solutions (information on the bill they received) to open a dispute and provide the documentation for paid tolls to them directly.  They can open a dispute on the website www.foxtollsandfines.com or by calling ATS at ************. 
  
  Thank you. 

• Initial Complaint

  Date:04/02/2023

  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.

  We rented a car from Fox Rent a Car through Priceline, paid in full & was given a 2021 *************** 29, 2023. We declined the insurance & used the ********************** coverage through our Mastercard. Our rental was stolen Saturday, April 1, 2023. We filed a police report, contacted the rental company, filed a claim with ********** credit card insurance. The police found the **** **** provided all of the info regarding how they could retrieve the car to fox rent a car. After following all their instructions to get a replacement rental for the duration of our contract, we are now being asked to make a new contract & pay again for a new car because they dont have possession of the vehicle. We paid in advance $406.34 on 11/23/22 for (March 29-April 5, 2023) a total of 7 days. However now that the car was ******* ****** will not give us a replacement vehicle we did not have a car for the 7 days we paid for. We did our part. We filed reports & claims ****re ready to drop off the keys to the stolen car & pick up another new car that day. But now, they are forcing us to make a new contract for a new car because the previous car is not in their possession. Even though we provided them the location of the stolen rental car & towing company in possession of it from the police once it was located that day. Fox rent a car should be trying to help get us into a new car right away. None of this is our fault. We were unknowingly given a car that has a consumer alert for this very issue. Without being provided a steering wheel lock or warning that according to the police this city has a high crime rate for thefts of those type of cars. Now it feels like were being robbed twice! It only seems fair that we get our money back for the days we did not have a car.

  Business Response

  Date: 04/06/2023

  Thank you for the opportunity to respond to the complaint submitted by ***************************** of the rental agreement ***-155173.  I show reports of the vehicle being stolen and unfortunately, as the claims department only works M-F a new vehicle could not be immediately reissued to the customer.  Today, a request for refund of unused days was issued to the business partner Priceline.  They will issue a refund of unused days directly to the renter. 
  Thank you. 

• Initial Complaint

  Date:03/18/2023

  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.

  On Feb 28, 2022 I picked up my pre-paid rental car from the SFO location. I was told they didnt have the size and quality car I had reserved/rented for a charge of $178.26 as seen on the attached statement and it would be $200 more to upgrade to the ****** Camry. I am on their website and it says the Camry is actually $7 less per day than the car I rented. I want a refund on the amount I was overcharged. It appears to be $255.05 as you can see on my statement attached. Thank you.

  Business Response

  Date: 03/26/2023

  Thank you for the opportunity to respond to the complaint submitted by ******************************* of the rental agreement ***-1011275.  I am sorry that the renter had an issue at pick up.  I show that the customer had originally reserved a standard car but upgraded to the standard SUV (Jeep Grand Cherokee) at pick up for a rate of $50 per day. 
  
  As the customer has stated that the original car class was not available, we have made an adjustment and removed the upgrade fee for the renter.  An updated invoice is attached.  The refund has been issued today and should post to their account in 2 to 4 business days. 

   

  Thank you. 

• Initial Complaint

  Date:11/16/2022

  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 on 9/15/22 from FOX Rent A Car at ******************** (***). Bought a platepass (at $11.99 per day, $35.97) which covers all toll charges in **. Returned on 9/18/22. On 11/10/22 received a *************** for $82.50: for tolls near ***: 4 on 9/18 and 1 on 9/15 - each $1.50 - total $7.50 plus $75 Administration Fee! On 11/11/22 called Fox, after nearly an hour got thru to ***** representative -- ***************************** -- she said agent at return counter accidentally removed platepass. She apologized for the inconvenience and said *** would correct this issue by waiving $82.50 so long as I pay $35.97 for 3-day platepass again (I have her email to prove it, stating $82.50 will be waived in lieu of $35.97 payment for platepass). Her manager confirmed this and offered $50 courtesy voucher. I agreed to have platepass added back in provided $82.50 is waived. INSTEAD, on 11/16/22 Fox Rent A Car made unauthorized charge of $82.50 on my credit card, which my bank had fortunately declined suspecting fraud. BEWARE of Fox Rent A Car!

  Business Response

  Date: 11/21/2022

  Thank you for the opportunity to respond to the complaint submitted by ************************* regarding the rental ORD-137803.   I apologize that there is a discrepancy regarding the platepass.  I am not showing this was charged to the renter and that the platepass was removed per a phone call because the platpass does not cover *******.  It is not a problem to opt them into platepass for the toll charges within the ******** area.  An email was sent to American Traffic Solutions to change the total due to the amount of $35.97 to cover the platepass. 
  Thank you.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18415401
  
  I am rejecting this response because ATS/FOX continuous to charge me wrong amount (as described in the original complaint). I will only once ATS/FOX has send me a bill for correct amount and states in the same letter that this last and final **** and no other charges are due. I do not trust ATS/FOX as the evidence is clear ATS/FOX say one thing here and keep sending the wrong bill with nearly 3X the correct amount being charged.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/02/2022

  At the time of return, the customer opted to remove the platepass.  Platepass wwas not a part of the final charges as you can see on the invoice attached.  Customer wished to use the platepass outside of the state of ********, platepass is only valid for the state in which it was purchased.  
  After the initial complaint, Fox Rent a Car reached out to American Traffic Solutions and requested that the customer be opted into platepass for the $35.97 as requested.  An email was sent to American Traffic Solutions.  A log into their website shows that this was completed by American Traffic Solutions and the bill has been reduced to $35.97 to cover all tolls.  Please see attached information from the *** website www.foxtollsandfines.com. 

   

  As *** is their own company, I do not have access to provide a final bill for the customer but at this time I can state that the adjustment has been done by *** and the customer is responsible for the payment of $35.97 to avoid any further charges. 

   

  Thank you. 

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18415401
  
  I am rejecting this response because too several times prior Fox made false promises of remediation which never came to pass. Until we received the final bill, settling this matter, this matter is at large.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/07/2022

  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.

  Reserved a rental car and canceled within seven days of the initial reservation requested a return of our funds and was denied so they stole $231 from my wife and I for no services rendered. This was theft pure and simple. They were assisted by travelocity Naturally

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to the complaint submitted by ******************* of the reservation FFX02DCEBA.  Unfortunately, a prepaid reservation is non refundable.  The policies surrounding the reservation are provided to the customer upon booking.  I see that this customer booked their reservation on the Expedia website.  I also see there is a note that they wished to cancel due to covid.  If the customer cancelled due to illness, it is advised that they contact Expedia with a doctors note to request a refund.  As long as a doctors note is present an approval of a refund may be given.  Any refund provided on this reservation will be provided to the renter by Expedia.  Fox Rent a Car is happy to approve the refund with valid documentation. 

   

  Attatched pleae find the prepaid rental policies. 

   

  Thank you. 

• Initial Complaint

  Date:08/22/2022

  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.

  Had a work trip to go to *******.. baby had to go into the hospital so I decided to stay behind. I tried calling the rental car place to cancel my trip. Could not get a hold of ANYBODY. I called Expedia to try and cancel since I wouldnt be traveling and they could get ahold of anybody. Not sure what operation that rental car place is running but seems a little shady when multiple people call and you can not contact a human at all and all their preset options hang up the phone after you listen to it.

  Business Response

  Date: 08/25/2022

  Thank you for the opportunity to respond to the complaint issued by JAsencion ***** regarding reservation FFX02C6781.  The reservaiton in question was booked with the ******* website as a non refundable reservation.  ******* has a direct line to speak to Fox regarding any accounts M-F from 8am to 5pm PST.  I do shwo that on the 23rd of August ******* reached out regarding this account and was informed we would be happy to offer a refund as long as the request is submitted with a doctor's *********** I do suggest that the renter contact ******* with a doctors note so that a refund request may be submitted.  Again, this was a non refundable reservation so a doctors note must accompany the request to *******. 

  Thank you.