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

734 total complaints in the last 3 years.
230 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:06/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were on a flight to ******, flight and baggage was delayed 30+ mins and upon reaching the car rental service, they were closed. Now I understand if a policy is "non-refundable" but if a service wasn't provided, I shouldn't have to pay for anything. I had to pay for another rental car that night because Fox was closed.
Business Response
Date: 06/05/2025
Thank you for the opportunity to respond to the complaint submitted by **** **** regarding the reservation FFX06081B9. I am sorry to read that the customer experienced a flight delay.

Our records indicate that, at this time, we were awaiting the flight information from Expedia for refund approval. As the customer has sent that information to us, we have updated the documents to the file. The refund will still need to be issued by *******, as that is whom the customer has made payment to. I suggest the customer contact ******* for a request, our records are now updated to approve the refund.

Thank you.
Initial Complaint
Date:05/28/2025
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 tried to file a complaint and seek refund thru their website ***********************************************, however it continues to fail to submit my dispute ticket and the site keeps telling me to try another time, I've tried too many times, they are playing games. I was assessed a toll violation after renting a vehicle from Fox rentals. I was driving with my toll road transponder and the toll was assessed to my personal toll account correctly. *** is not being helpful to clear this matter. I have attached my screenshot from my toll account which shows $0 toll applied to my account ($0 because I had a passenger and therefore the toll is free when carpooling {there is a switch to select from on the transponder}) So, Fox should not be charging me anything.
Business Response
Date: 05/29/2025
Thank you for the opportunity to respond to the complaint regarding the rental agreement LAX-2473749. As the rental agreement states, all tolls and or violations with the car will be handled by *************************** Fox Rent a Car does not do any of the billing nor handle disputes in these matters directly.

The customer may contact ATS directly at ************, visit their website ************************ or email them at ******************************** directly for assistance with their matter but unfortunately we are unable to assist per the rental agreement.

Thank you.
Initial Complaint
Date:05/27/2025
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 booked a car through expedia and paid with aftepay. I called fox rental the morning I booked ot and asked if they accepted debit cards. They stated that it varied by location and had certain requirements or I would need a credit card. I do not have a credit card and did not meet the requirements so I asked them to cancel the reservation. They told me to call expedia. ******* stayed they would contact ***. I received an email 3 days later stating that *** would not refund me. This is unfair and unethical business practice and stealing. I should not have to pay for something I never received. I want the refund issued to my afterpay account
Business Response
Date: 05/27/2025
Thank you for the opportunity to respond to the complaint issued by ****** ****** regarding the reservation FFX0604C09. As indicated to the renter via email that was sent to Fox Rent a Car, as payment was made directly to Expedia a refund may not be issued by Fox Rent a Car. The refund must be submitted by the booking source, Expedia.

To date, ******* has not issued a request for a refund. I can confirm that approval is listed on the reservation, but until ******* has not issued a request to Fox Rent a Car. We strongly urge the renter to contact Expedia to get their concern resolved.

Thank you.

Customer Answer
Date: 05/29/2025

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:05/15/2025
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 May 13, 2025, I arrived at ********-A-Car at ************************** to pick up a vehicle I had prepaid for through *******. The desk agent told me the amount I paid was insufficient and presented me with a new bill for $150. I was not informed of any additional charges at the time of booking.When I asked for clarification, the desk agent couldnt explain the charges and brought over the manager, ******. ****** refused to justify the charge and simply said I booked through a third party, so he couldnt help. I explained that *** has a business relationship with *******, and I was not responsible for hidden charges. Rather than attempt to resolve the situation, ****** abruptly canceled my reservation, refused to rent me a vehicle, and told his staff not to assist me further.I was in ******* for an appointment at *********** for cancer treatment. As a ************ veteran, this mistreatment and being left without transportation during a medical trip was distressing, unnecessary, and avoidable. This was not a misunderstandingit was mishandled with complete disregard for customer service and ************* one from Fox Rent-A-Car has attempted to contact me to resolve the issue. I am seeking a formal apology, disciplinary review of the manager involved, and a refund of the unexpected $150 upcharge I was told Id have to pay to receive my rental.
Business Response
Date: 05/20/2025
Thank you for the opportunity to respond to the complaint issued by *** ****** regarding the reservation FFX05BEB2. I am very sorry that the customer had an issue during the pick up process. I do show that the $150 was for the security deposit due at pick up.

As the renter was unable to rent due to the circumstances, a refund request has been submitted to Expedia to issue a refund to Mr. ****** and we sincerely apologize for the events that occurred during pick up.

Thank you.
Initial Complaint
Date:05/15/2025
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 2/13/2025, I arrived at the offsite ************************** Fox Rent A Car. My car was a prepaid rental & the customer service representative asked, did I want insurance? I told him that I had my own personal insurance. He asked, which company? I said *****. He quickly, with a gruff voice said, no! Tesla doesnt cover their cars. Nope, nope, while shaking his head. And he added that the car they had for me was brand new & would cost a lot of money if it was to get damaged. Then another worker, a man, walked in & said a few words in support of his statement. I felt bullied & aloneI wasnt even sure if there had been some new changes with Fox ****************************** want to take any chances, so I reluctantly purchased the insurance.. When I returned home from my trip, I contacted *********** and found out that it was a lie. I contacted my credit card company and they said that because they didnt hear the **************** signed, that I needed to contact Fox for my refund. I had an upcoming trip & another rental through ***, and I didnt want any possible repercussions, so I waited to complete the trip before I start the formal complaint/investigation. I spoke to a *** representative on the phone on 5/6/25 that told me that I had only 30 days to dispute the charges. I told him that I still wanted to contact management before I take it to an outside agency to look into this matter. I contacted *** via email and they said that they were sorry but couldnt refund my money and would send my complaint back to the office which the problem occurred. Ive never in all my years of renting cars, have been treated like that. Being a woman traveling alone, bullied & lied too, just to purchase insurance.
Business Response
Date: 05/20/2025
Thank you for the opportunity to respond to the complaint submitted by **** ******* regarding the rental agreement ONT-244341. This rental was picked up on 2/13/2025. Unfortunately, any dispute of something on the rental agreement must be submitted no later than 30 days from the date of pick up. As this rental is well past the 30 days we are unable to open a dispute regarding the added insurance.

In an effort to assist with the concern, we have issued a discount code to the customer for the dispute. The customer will receive an email with a 20% discount on their next prepaid rental. This will be available to them to use by calling into Fox Rent a Car to book the reservation and will be on their account.

I do apologize for the inconvenience and the customer's concerns will be shared with the rental facility.

Thank you.

Customer Answer
Date: 05/22/2025

Complaint: 23309928

I am rejecting this response because:

Sincerely,

**** *******
Customer Answer
Date: 05/22/2025
Hello
As I explained in the original complaint, I had an upcoming trip & I was using the same rental company at the same location. I wanted to complete the trip so that I wouldnt suffer any retaliation from that specific location.
Also, they have cameras & Im sure they have audio of the transaction. There shouldnt be a 30 day limit on fraud. They are sticking to a 30 day policy, but fraud is fraud. There are refusing to address the real issue which leads me to believe that this is possibly a practice of the company.

Thank You
Business Response
Date: 05/27/2025
Unfortunately, as we show a signature for all documentation and charges no refund may be issued on this rental.

Thank you.

Customer Answer
Date: 05/28/2025

Complaint: 23309928

I am rejecting this response because:

Sincerely,

**** *******
Customer Answer
Date: 05/28/2025
Fox Rental refuses to even address the issue of fraud. It shows that they dont value their customers. This is bad business practice & they rather keep money from a scam on their employees part, which Im wondering how did the employee benefit from this? So this could be a new way of pressuring customers into buying their inflated price insurance at the counter.
Business Response
Date: 05/30/2025
As all documents are clearly signed for this rental and all coverages were agreed upon at the time of pick up, no refunds may be issued. The customer clearly signed for all charged items.

Thank you.

Customer Answer
Date: 05/30/2025

Complaint: 23309928

I am rejecting this response because:
Im going to report this fraudulent transaction to other agencies also.

Sincerely,

**** *******
Initial Complaint
Date:05/08/2025
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.
Fox Rent A Car has billed me for a "loss of use" charge on a damage recovery invoice but has not provided any documentation to support it. They have not shown the vehicle was out of service due to repairs, that their fleet was fully utilized, or that any actual loss occurred. I have continually requested this documentation, and it has not been provided.I am requesting removal, negotiation, or at the very least, substantiation of this charge.I would upload supporting documents, but ******** original email included: Confidentiality Notice: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee and access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of this message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. If you have received this mail by mistake we request you to please destroy it and contact the sender immediately. Thank you.
Business Response
Date: 05/20/2025
Thank you for the opportunity to respond to the complaint submitted regarding the rental agreement PHX-1243209. Our claims department was consulted regarding the charges for loss of use. Loss of use is charged anytime that a vehicle must be taken out of the rental fleet for repair. ************** companies will not cover loss of use. I do show that initially the renter had purchased loss damage waiver, but this was void as the renter had taken the vehicle off road.

The loss of use charges are as follows, please note that the claims department did waive the $250.00 administrative fee on this claim.

Estimated Repair Cost: $2,696.10
*Loss of Use:               $385.49
Towing:                        $774.00
Administration Fee:       $250.00
Appraisal Fee:               $0.00
Total Claim Amount:      $4,105.59
*Loss of Use calculation: Labor hours: (*****/4 + 2) x daily rate *****

(labor hours ***** divided by 4-hr days ***** days
plus 2 day set up (take to shop, recover from shop) = ****** days
times rental rate ***** = 385.49

We do urge the renter to pay the balance due as soon as possible.

Thank you
Customer Answer
Date: 05/20/2025

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:05/08/2025
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 rented a *** from *** on April 27, 2025. The *** we purchased was labeled a ******** Santa Fe or Similar" specifically selected because it had was large enough to transport 5 people and 5 suitcases (2 large, 3 small). On car sites, this model is called a "midsize size suv". When we picked up the car, they gave us a "Dodge Hornet GT". This is much smaller- it is classified as a subcompact *** and is significantly smaller in every single dimension. Importantly, it is impossible to fit the 5 people and 5 suitcases we needed. The person at Fox told us we either needed to take this or we would lose the full amount of the rental cost. Over the next week (on our vacation), we called and emailed both Fox and Webjet (the website we made the order through) many, many times. At first, *** falsely told ****** that they gave us a larger model (not true). We kept getting the runaround from both parties. Finally, we had no choice but to return the car (there was no option to speak to *** at the dealership before return) and rented a car for $171.20 for the remainder of our trip at a different dealership. We want a refund for the amount we paid for the larger model car that we did not receive and reimbursement for the extra car we had to rent due to them not fixing their problem. We would also like to be compensated for the extra drive from ******* to the airport and back for the exchange. This is an incredibly dishonest company. And the tattoo-covered customer service person there threatened us as well. And they first tried to give us a damaged car. The car they ended up giving us was misidentified by the wrong color. This business is a very poorly run, dishonest mess.
Business Response
Date: 05/20/2025
Thank you for the opportunity to respond to the complaint submitted by ***** *** regarding the rental agreement DEN-1013900. I apologize that the customer did not receive the vehicle car class reserved, I show that the booking party had contacted Fox Rent a Car regarding this and an adjustment for the downgrade was issued. As payment was made directly to the booking party, this is not a refund that Fox Rent a Car can make directly but we have also initiated a request that they provide a refund for the downgrade as well as the unused time on the rental. Any refund issued will be issued directly by the booking source.

Thank you.

Customer Answer
Date: 05/20/2025

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,

***** And ***** ***
Initial Complaint
Date:05/01/2025
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 received emails on 02-08-25 of a transaction to fox car rental not being approved, a transaction was attempted many times. I was not able to check my phone and did not have access to my email as I was sick. On 02-09-25, I was charged to **************** card to charges of $760 and $150. I did not receive any services from this company and I did not request any services. I called on, 3/20/25 to the customer services line to ask about the charges and they said, there was a request of services and they would not refund. I explained, I did not request any services but they would not refund my account. I did not rent any vehicle from them and I did not receive any service.
Business Response
Date: 05/06/2025
Thank you for the opportunity to respond to the complaint submitted by ********** ********. I show that on 2/09/2025 Ms. ******** made a reservation, directly with Fox Rent a Car for a 25 day rental at the *************** rental facility. All information on the rental does seem to match the information provided on this complaint as well.

I do not show that any charges were disputed with the credit card, which should be the normal course of action. In an effort to assist with resolution, the reservation was cancelled and refunded. The refund will take 2 to 5 business days to reflect on the customer's credit card.

Thank you.

Customer Answer
Date: 05/08/2025

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:04/14/2025
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 rented the vehicle on 4/8/2025. Total bill was $256.46. The car appeared in good condition. The next morning I awoke to a smell of gasoline throughout the ****** I rented. I moved the car from the garage to find a spot of gasoline had leaked from the car. I called roadside assistance. They refused to tow vehicle as they claimed it was drivable. I felt it was unsafe but was forced to drive the vehicle an hour out of my way to trade it out for another vehicle and use my gas money. I also had the clean the ******. I asked for remediation of my time, money, gas, and cleaning. I was not refunded and only offered future discounts. I do not feel safe doing future business with them.
Business Response
Date: 05/06/2025
Thank you for the opportunity to respond to the complaint issued by ******** ****** regarding the rental DEN-1010616. Our records indicate that once the car was returned it was identified as being taken off road which lead to some damage on the vehicle. Unfortunately, this appears to have been done during the rental period the renter had the vehicle.

In an effort to assist with the complaint, we have opted to provide the customer with a one day refund and a refund for $10 for gasoline. As the damages do appear to be a result of driving conditions during the rental, no refund for ****** will be provided. Please find the updated invoice attached.

Thank you.
Initial Complaint
Date:03/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Went on vacation from ******* to ********** for the first time. This by far was the worst rental car experience Ive ever had. the **************************************** is not checking the cars before they rent them out. And the customer service was absolutely awful. First, when I get there to pick up the car. I get to the lot and they have the wrong space written on the paper. Theres no car there, so we finally find the car I get in it to start driving off the lot and noticed that the check engine light is on..clearly Im not going to rent a car for six days and leave off this lot with a check engine light on so I immediately get out they tell me I have to go all the way inside go through the paperwork again. So I get a different car, a ****** Sentra, which initially seemed fine. On my second day driving it I am at the ****************** parking garage and we are trying to leave mind you. Im paying $10 an hour for parking in this garage and the car wont start. I immediately called for customer service roadside assistance the Fox agent who helped me named Tawny was so rude. She hung up on me twice and implied I did something to drain the battery because the car has low miles. I urge you to listen to these calls. I had to call my AAA and they came out tested the battery and told me I was rented a car with a bad battery. I have a screenshot of the test. Thats two cars that I was rented that were not in shape to be rented out really putting a damper on my vacation. So I had to get it started go straight to the closest fox rental car at ********************* instead of on my way to dinner where I was supposed to be going..then I was charged for another full tank of gas. I see on my receipt where I never used the first one because that battery died. This is absolutely terrible way to treat customers who are trying to enjoy a vacation. I hope this company can redeem itself and make this right.!! I uploaded the picture of the battery test.
Business Response
Date: 04/02/2025
Thank you for the opportunity to respond to the complaint submitted by ******* ******** regarding the rental agreement SJC-645271. We apologize that Ms. ******** had a mechanical issue with the vehicle that they received.

Although we were unable to open the attachment sent, a refund for one day of rental service as well as a refund for the fuel on the exchange vehicle has been initiated to the renter. It will take 2 to 4 business days for that to reflect on their credit card statement, but please find the updated rental invoice attached.

Again, we apologize for the great inconvenience to the renter, in addition to the refund issued a promotional offer for 15% off their next rental will be emailed to them, we do hope that they will take advantage of this offer for a future rental within the next 12 months.

Thank you.
Customer Answer
Date: 04/04/2025

Complaint: 23128892

I am rejecting this response because:

I am disappointed in all the things I mentioned that were not acknowledged in this response. This was more than just a mechanical issue. This was negligence all around, like I said, the first car that they were going to let me drive away with was a Jetta and the check engine light was on. thank God I noticed that Before pulling off of the lot. The second car was the Sentra and the battery died on the second day and the *** for roadside assistance, Tawny,I thought would be helpful, but that call changed very quickly when she accused me of doing something to kill the battery because the car had low mileage and hung up on me not just once but twice! I asked you to listen to the calls and address this it was not even mentioned in your response. So that is two cars coming from the ******************** that we rented to Me and they were not in good condition to be rented. Then to find out the third car that I had to pick up at the *********************, I was charged for another tank of gas. I really dont think I should have to pay a dime for this experience. It was horrible customer service and I was stuck in a parking garage with a bad battery in a car that was rented to me getting charged by the hour having to wait for *** to come. they did confirm that it was the battery that was in poor health and had nothing to do with me, I uploaded that picture from the battery test AAA did again, I dont know why youre unable to see it but to just call this a simple mechanical issue is kind of insulting.
Sincerely,

******* Filjones
Business Response
Date: 04/07/2025
I am very sorry that the customer felt that there was negligence in the part of the rental facility. All cars are inspected and checked prior to arriving on the ready line.

We do sincerely apologize for their experience and hope that the adjustments made will help to rectify the situation.

Thank you.

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