Complaints

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

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Fox Rent A Car has 26 locations, listed below.

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  Fox Rent A Car

  5500 W Century Blvd Los Angeles, CA 90045-5914

• 

  Fox Rent A Car

  1659 Airport Blvd San Jose, CA 95110-1234

• 

  Fox Rent a Car

  3333 NW 21st St Miami, FL 33142-6907

• 

  Fox Rent A Car

  10411 Radar Ct Fort Myers, FL 33913-9059

• 

  Fox Rent A Car

  613 N London Kansas City, MO 64153-1290

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:01/12/2023

  Type:Order 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.

  dropped off car with full tank of gas still charged 106.80went on **** to give bad review and saw numerous customers with same problem.called central office and gave receipt from fill day before dropped off after they told me they would reimburse me and never received it.not a ton of money but looks like these guys do this as a business practice

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/13) */
  Thank you for the opportunity to respond to the complaint submitted by ******** ******. A ****** for the fuel purchase was provided on 12/21/2022 for the amount of $113.74. The refund was issued to the card*********************** Attached please find the receipt for this transacction/refund.
  The batch number for the transaction, which can be given to the bank as a tracking number is XXXXXXXXXXXX. Please check with your bank as this transaction has been issued and paid by Fox Rent a ****
  Thank you.

• Initial Complaint

  Date:01/09/2023

  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.

  I booked a car through *********** and got a reservation confirmation amount *******
  as soon as I arrived, they said I have to pay **** more to get a car I booked ****** ********** it was very late night (Flight delay). I decide solve with booking.com. when I returned a car, finally I was charged *********
  
  They surprisingly added drop charge *********** was not existed even at the counter when I pick up the car.
  I supposed to pay ******* but actually charged ******** at the end.

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2023/01/10) */
  Thank you for the opportunity to respond to the complaint issued by ****** **** on rental agreement PHX-XXXXXXX. I apologize that there was a misunderstanding at pick up, Fox Rent a Car does not rent a specific make/model of car only a car class, in this instance it was a standard SUV which could be one of many make/models. Because the customer insisted on the*************** there was an upgrade fee initiated as they had to pull a different vehicle, as this was the same car class we have issued a refund for the upgrade fee, but please understand that we do not rent a specific make/model of car only a car class for future reservations. We also see that there was an error on closing of the rental and a drop charge was added in error, we apologize for this inconvenience and this has been refunded in full. Please find the updated invoice attached which has all charges matching that of the reservation.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2023/01/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They are still lying for the car. The Staff at the pick-up counter says that*************** is above the standard class. for the reason, we were asked to pay more. We did not insist certain model or make.
  
  We needed to have a standard size car because we had 9 big bags.
  
  However, I do accept the response since they decide to refund.
  
  Thank you so much for your kind & prompt help. it means tremendous to me.
  
  
  Consumer Response /* (3000, 11, 2023/01/11) */
  They are still lying for the car. The Staff at the pick-up counter says that*************** is above the standard class. for the reason, we were asked to pay more. We did not insist certain model or make.
  
  We needed to have a standard size car because we had 9 big bags.
  
  
  Business Response /* (4000, 13, 2023/01/11) */
  I apologize, as the customer received a standard SUV as reserved all funds were refunded.
  
  
  Consumer Response /* (2000, 15, 2023/01/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am satisfied the answer. Every concern has been addressed.

• Initial Complaint

  Date:01/09/2023

  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.

  I booked and prepaid for a SUV (stated as a*************** or similar) through *********** for Fox Rentacar ********* 1/1-1/8/2023 SANXXXXXX . When I arrived at Fox. I was told I would be getting a ****** ******* and I was asked to sign their kiosk to "decline insurance", "decline ipass", and "allow a deposit.". I asked at the rental counter if there were any other charges other than what I prepaid through *********** and I was told "no" .
  When I returned the car i was told I would be charged **** for a upgraded vehicle. I was told I rented a full-size SUV but pre-paid for a standard size. But The ******* I got was a older *** *** with *** miles and not better than a "************** or similar"
  I was also not told it was a upgrade when it was given to me. At the return the local manager was too busy to assist me but suggested I call the billing dept. The billing dept. told me that because I signed the ***** "contact" they would only offer me a "one time" *** refund of the "upgrade" but I had to answer yes or no, I asked to speak to a supervisor and was told none was available and I had to answer yes to get a *** refund. If I answered no there would be a two day investigation into my "signed contract" and It was implied I would receive no refund. I sent emails to Fox customer service on 1/8 and 1/9 that both went unanswered. I'm disappointed that the pickup agent never mentioned a upgrade, the return agent was too busy to assist me, my 2 emails to Fox customer service went unanswered, the billing dept took a ********** "take a *** refund or expect no refund" approach & disappointed that no supervisors are able to take my call.. The desk agent at Fox was either mistaken when he gave me the vehicle, never mentioned a upgrade or a additional cost, & even went as far as to confirm to me that I would not be charged by Fox any fees, or the desk agent/Fox purposly mislead me for profit. I'm requesting a second *** refund to cover the full $130 fraudulent fee charged.

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2023/01/11) */
  Thank you for the opportunity to respond to the complaint from **** *** regarding the rental agreement SAN-XXXXXX. I show that the billing department sent this to the general manager of the location regarding the upgrade fee and a full refund was issued earlier today. Attached please find the final inovice showing the full refund issued. I believe this was already resolved earlier today.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2023/01/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Issue resolved

• Initial Complaint

  Date:01/04/2023

  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 through *********, and it is Fox rent a car. I paid with my debit card, and when the rental day approached i find out that you have to have credit card for deposit only, which is very difficult if customer doesn't have a credit card. Now there is no way to cancel or change the reservation, and basically you stuck paying for nothing. This is very shady for the customers.

  Business Response

  Date: 01/23/2023

  Business Response /* (1000, 5, 2023/01/10) */
  Thank you for the opportunity to respond to the complaint submitted by ****** ****** I apologize if the renter was unaware of the credit card requirment for the rental, this information is provided with the rental policies during the booking process. I show that 3 reservations were made for this renter - the first being ********** which was opened into the rental agreement *********** for the dates 12/12/2022 to 12/26/2022. I show that all dates on the rental were used. The second reservation I show is ********** which was cancelled by the booking party *********, I assume that ********* issued a refund for this reservation based on the cancellation, if not I would urge the renter to contact their booking party. The third reservation is ********** which was opened into a rental agreement on 1/2/2023. This is a current open rental contract and I show that the customer currently has a vehicle. If there is another reservation in question please provide the confirmation number so we may look into that.
  THank you.

• Initial Complaint

  Date:01/03/2023

  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 set up a rental of a car through ******************************. The car was needed for a rental from Wednesday, Nov 16, 2022- Sun, Nov 20, 2022.
  In the notes, it mentioned that credit card must match ID. When I arrived I provided both my ID and Credit card.
  My ID has the name ****** ********* and my credit card, the one that I had booked with said ****** R *********** (I have two last names). They would not take it as they stated it is not matching. I let them know I had two last names and offered as well to show my passport ** show both the ********* and *********** (this is also a form of legal ID). They would not accept this. I offered to show my bank statement with the credit card number and the full name showing on the statement (****** ********* ************ to verify it is the same, the two last names simply do not fit. They also refused to take that. I eventually called the booking company to see if I could then change the credit card or even the name of the reservation so that I could get the rental I was promised. They did not accept that either. I was not given the car and I was charged for their services for ******** It is ridiculous as they do not want to refund me because their conditions state the names have to be matching THEY WERE ********* I event had other documents to show the same names. As I was there I noticed at least three other costumers with the same issue. I am highly irritated by this service- rather lack of, and follow through. It seems like they are just trying to scam consumers out of money. If I had this issue, and those other folks did as well, I can only imagine how much money they are getting out of costumers without providing their services.
  Confirmation *************

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/04) */
  Thank you for the opportunity to respond to the complaint submitted by ****** ********* regarding the reservation *********** I apologize for the inconvenience, but due to security the requirement for the reservation and credit card in the same name must be met at pick up.
  
  I show that this reservation was booked with ********* and that a refund was approved by Fox on 11/17/2022. ********* would have provided the full refund based on this approval. If the renter has not seen the refund issued, we suggest they contact ********* directly as payment/refund will be done by *********.
  
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2023/01/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  Thank you for your reply. Is there anyway that I can see documentation of the refund or the decision to refund? I have contacted both ********* and********* Travel concierge and they both have told me there is no reply from your company and that the refund request was denied. As well with my bank. I would like to verify with them with your proof that it was indeed refunded.
  
  Thank you!
  
  
  Business Response /* (4000, 9, 2023/01/11) */
  The approval was done via a phone call from ********* into Fox on 11/17/2022 at 12:11pm PST. I apologize that they have not issued the refund on their end, but all indication from Fox is that it is approved. As a courtesy, an email was sent to ********* today to ask them to check on it for the renter, but we do suggest that the customer contact them directly as well.
  Thank you.
  
  
  Consumer Response /* (4200, 12, 2023/01/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  Thank you for your reply. Is there anyway that I can see documentation of the refund or the decision to refund? I have contacted both ********* and********* Travel concierge and they both have told me there is no reply from your company and that the refund request was denied. As well with my bank. I would like to verify with them with your proof that it was indeed refunded.
  
  Thank you!

• Initial Complaint

  Date:01/03/2023

  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.

  Upon arriving at the facility, we began the process of claiming our car. They were very friendly until the final step. I was informed that I was on the "do not rent" list with no additional information. I was given a "billing department" phone number to call, but it gave me an automated message saying they were going to be closed until after the holidays.
  
  We were then asked to leave the property.
  
  I have NOW CONFIRMED with their corporate office billing department that I was NOT ON THE DO NOT RENT LIST and - most importantly - my driver's license number does NOT match anybody on that list. The billing department was puzzled by all of this because "they could have looked up your driver's license number and saw that you weren't there." Instead, they only matched me by my name (an extremely common name in the USA).
  
  As a result, I had to spend hundreds of extra dollars getting an uber and using a different rental car company as a last-minute reservation.
  
  Why did Fox Rent-a-car turn me away without due diligence?
  
  My confirmation number: **********
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/04) */
  Thank you for the opportunity to respond to the complaint issued by ****** ****** regarding the rental **********. We sincerely apologize that the location did not follow through on verification of the drivers license at pick up. Unfortunately, Christmas Eve is a very busy day at the locations and I am afraid that they simply saw the pop up for the Do Not Rent list and followed protocol. We apologize for this and have alerted the location for further follow up. Due to the inconveniences the renter encountered, a $250 store credit has been issued for them to use on a future rental, this will be available in their account for one year.
  Again we apologize for the inconvenience they encountered.
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2023/01/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would be understanding if it truly was a busy day at the rental car agency, but we were the only people in the store at the time.
  
  Further invalidating Fox's response, we asked the counter representative, "Are you sure this is tied to my drivers license NUMBER? I imagine there are a lot of ****** ******'s in Florida."
  
  The counter rep even consulted with the manager behind closed doors on two separate occasions.
  
  Out of all of these re-checks, they still didn't look up the drivers license number?
  
  This is unacceptable and I am requesting the $1013.47 that I had to spend as a result of this mistake on their part.
  
  I understand that people make mistakes, but if that mistake has fiscal consequences, the person/company should work to make that individual whole once again.
  
  I'm not rich, so when I had to pay an additional $1013.47, I felt that in my pocket book.
  
  
  Business Response /* (4000, 9, 2023/01/10) */
  We are currently awaiting an itemized receipt for the reservation the customer made instead of their Fox reservation. We will need the itemized receipt and will reimburse for any funds paid above the Fox reservation. Please send that receipt to the GM of the location that is in correspondence with the renter. Once that is received the paperwork will be filed for a check request.
  Please note the the current receipt sent does not show the itemized payment made on the prepaid booking.
  Thank you.

• Initial Complaint

  Date:01/02/2023

  Type:Customer Service 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 Vehicle from on 12/27/22 from them and used points gathered to not have a charge at all. The vehicle ran awful every time I braked the entire car would shake terribly and also smelled like a wet dog. It was so bad that i had to return the vehicle the next day on 12/28/22 even though it wasn't due until 12/30/22. During the rental check out I was told because I was a ******* resident I would be getting a Discount and I would only have to return the vehicle with half a tank of gas instead of full. They after the rental decided to not only charge me for the "free gas" but also charged me a early return fee on top on the money they were already going to receive from ******* for me booking through them. On top of it all they also strictly charge only ******* residents a $500 deposit because and I quote "******* resident like to keep our vehicles and make us hunt them down" which already was a punch in the guy because it made me feel like they thought I was was going to steal their car just because i live in *******.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2023/01/04) */
  Thank you for the opportunity to respond to the complaint issued by **** ******** regarding the rental agreement ********** We are sorry to read that the vehicle was satisfactory during their rental period and that they were unaware of the local renter policies prior to arrival. All policies regarding deposit are posted in the rental policies provided during the booking process to avoid any surprises at pick up.
  We are very sorry that the renter opted to return early, all charges issued by Fox Rent a Car have been refunded to the renter and a refund request for all but one day of rental charges has been issued to *******. As the renter paid through ******* they will be the one to issue any refund paid directly to them. The refund receipt and invoice from Fox Rent a Car are attached.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2023/01/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:01/01/2023

  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.

  Purchased the rental of a 4 wheel drive suv for a winter vacation in Utah. The attendant stated when I picked up the car that it was in fact 4 wheel drive. This however was a lie. My 7 year old and I ended up up getting stuck in the snow and having to call for emergency help. This lie endangered my families lives. I was not given what I paid for and due to that error our lives were put in danger. Extremely disappointed in this service. Highly recommend that no one ever uses this service again. As our lives were endangered the very least the company could do is refund us and an actual 4 wheel drive vehicle to get us safely to the airport.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/04) */
  Thank you for the opportunity to respond to the complaint submitted by ******** *** regarding the rental ***-XXXXXX. I am very sorry to read that the renter was not satisfied with their rental. There is no way to guarantee a 4WD vehicle on a reservation, that option is not available which is why that is not a part of the car description on our website. We do our best to accommodate requests but 4WD is never guaranteed. I show that the renter made a reservation for a midsize SUV and that they were provided a full size SUV, Toyota 4Runner with RWD. The upgrade was provided to the renter free of charge and I apologize if there was a miscommunication at the counter. Unfortunately, as 4WD can not be guaranteed on a reservation and we show that an upgrade was provided free of charge as well as 645 miles put on the car a refund would not be issued. In an effort to resolve the complaint, a store crdit for $150 will be provided to the renter and emailed to the email adrress on file.
  Thank you.

• Initial Complaint

  Date:12/29/2022

  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.

  I was involved in a car crash on 12/16/2022 in Denver, Co with a person who rented a car from Fox Rent a Car. She was at fault after making an illegal u-turn and crashing on to my vehicle. After, numerous phone calls and also filing a claim online, Fox will not contact me.
  I need their Insurance Claims information to repair my vehicle and they will not comply and give me any Claim information.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/04) */
  Thank you for the oppotunity to respond to ******* ******* in regards to the claim due to accidnet. Our liability claims department will be reaching ouot to **. ******* this week with next steps for the claim as we seek to collect from the renter.
  Thank you.
  
  
  Business Response /* (-10, 7, 2023/01/05) */
  Here is the information for the claims adjustor on this case....
  ******************************************************************************************************************************************

• Initial Complaint

  Date:12/28/2022

  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.

  On Dec. 10, 2022 I reserved a rental car through Alaska Airlines Car Rental that was immediately confirmed by both Alaska Airlines and Fox Rent A Car, the rental car provider. The Car Rental Vouched is attached below. When I arrived the evening of Dec. 15 to pick up the car I was told that the specific car class I reserved was not available and that they could only offer me a different class of car at a rate that was double the price agreed to in my reservation ($110.16). I complained that while I have had several occasions where I didn't get the exact car class I reserved, I had never been asked to pay more for any car than the price in my reservation. The clerk advised me that I should have read the fine print and next time I should make the reservation directly with Fox. When I asked to speak to the manager, he told me the same thing!
  I refused to accept this blatant "bait and switch" attempt and moved on to rent a car through Budget for $166.20.
  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2023/01/04) */
  Thank you for the opportunity to respond to the complaint submitted by ******* **** regarding the reservation *********** I apologize that the reserved standard SUV was unavailable at pick up. The location has been advised of the ****** at pick up as the next available car class should have been offered free of charge. I sincerely apologize. In an effort to assist the customer with a resolution, a $150 store credit will be emailed to the customer for a future rental. The store credit may be used on any prepaid reservation within the next 12 months.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2023/01/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate that the company confirmed what I tried to tell the employee, specifically, that I should have been offered the next available class of car at the contract price they had already agreed to. Hopefully this won't happen to other customers in the future. I also appreciate the $150 store credit.