Complain about a product or service

Fox Rent A Car

Melissa of Delray Beach, FL July 10, 2009

Upon arrival at the san francisco aiport car center, i arrived at the fox rental care place where, with only 5 people standing in line and only 2 attendants, i waited about 45 minutes before i went up to check out my car. I had just flown nearly across the country, was exhausted and starving to say the least.

After they finally checked me out and told me they were charging me 150 upfront for holding the car (which although most places put a hold on the cards they do not actually process them until checkout. Fox car at that time charged my CC the full 150 and then credited the difference back although i had already paid in full through expedia). Nevertheless, i received the car and went down to find out. Every other car rental place had a office. I finally found the car and thought it odd that they gave me a pre-filled out sheet of current damages but not too off and took it as theme being proactive.

Becuase i was wary that this was not a large company i still perused the car, making sure the checks were correct. I did not scrutinize every last detail as in most car rentals unless it is clearly visible they would not have small scratches, etc marked. I assume that outside of normal wear and tear when a company hands me a car they have inspected for other small minute details. If an individual had to go through every piece of a car that functions and decide if up to par that would be ridiculous. Even with those thoughts, they handed me a non-key entry car and began examining the car and key lock systems. I noticed that one of the car doors DID not Lock at all.

It took me 10 minutes to find someone which i only knew it was them because they finally approached me (since there was no actual office) and he told me to go upstairs and exchange it. I almost died at the thought of waiting back in the line again. Although he called up and told the desk i was coming up i still had to dredge my luggage back upstairs. Thank god they paid attention to me after 5 minutes and at first seemed annoyed and made it as if i didn't want to take the car because it wasn't automatic locks. I articulated that i did not want to be responsible not only for the car but have to worry about my belongings in a car that did not lock at all. He quickly drew up another paper, didn't need me to sign and gave me a keyless entry care that was the same.

Although i did not become more wary at the time he handed me back the exact same mark up sheet and said it's fine to use they didn't need to do another one. In retrospect, how could one car have the same markings as the other and even if they had it the markings registered internally how did i know what to double check for. Unforutantely, i was near the point of fainting as i was ravenous and now spent almost 1.5hrs at the car rental itself. I went back down to the new car- made sure all locks worked and quickly walked around the care to see if there were any large damaged. Except for small scratches i noticed nothing that i needed to make sure was pointed as i still assumed this was a somewhat standard car company.

Long story short the car remained in valet for 2 of the 3 days i was in san fran because i was in the city. (i was careful to not leave it at one of the standard lots but with the hotel valet) and only drove the care one day in which the majority of the day i was driving in the car or it was parked in a covered garage. When i brought the car back, i noticed the check-in guy quickly pass the marks that i observed as if he knew they were there and lean over the front window (again as if he knew where he should be checking) and 2 mintues later one of the other attendants says, you have a chip in your front window and you need to file a report. I was stymied as when i say a chip i mean the size of half of my pinky nail (i am only a 114pd girl keep in mind so my pinky is small). I went up to the checkout counter and they told me i had to fill out an incident report of which i clearly stated i don't have any incident to report. she said write whatever you can.

I clearly wrote that i highly doubt that this small chip we were referring to was done while in my hands, not to mention it was under the winshield wiper blade and in any cirumstance would be considered nothing more than standard wear and tear. They gave me some song and dance that they check back 2 statements to see if it was there and compare. Really...because my first car apparently wasn't checked off as malfunctioning carlocks!

just yesterday i received a call that a claim was beig processed and sent to a third party and estimated of the damage were being sent to me! I was furious! we all now how car parts work. you do not pay for a centimeter of a window to be fixed. If they fixed anything it would be the whole front window! That is preposterous to ask me to pay for a whole new window!

What a scam artist of a company. In retrospect, i can't remember if it was the original car they tried giving me or the new one but even the seats were dirty. These cars were not kept in good condition and even if they tried to stretch the financial responsiblity for every mark and ding on a car then i would like to know where all this money the are collecting from people (as i read numerous other complaints about the same type of damage claim issues) suppossedly for miniscule damages or damages that were already there. This company must be pocketing all of the excess money that they are making by stretching the truth and delivering horrible customer service.

since this just happened, i will also be making a complaint with the better business bureau and made a formal complaint to my car insurance. Although this seems like a small incident relatively, it has implications for alot of wrongdoing and it seems even worse has been taken advantage of in other peoples cases! As of now, i have informed both my credit card used to pay and my car insurance company that no charges are to be processed.

Lyn of Pacifica, CA June 18, 2009

I returned the car in excellent, immaculate condition after a 2 day rental. I asked JR/Nolan if everything was all right after his inspection. He said 'yes'. He said he just needed me to provide him with some information. He handed me a clipboard and asked me to just fill out the 'rental driver information' section of the form.

The top portion of the form was hidden by the metal part of the clipboard so I had no idea that I was filling out an accident report until I received the paperwork 2 weeks later from their claims agency in the amount of 269! To make it worse, JR/Nolan filled in the rest of the form after I signed it. Had they filled it out in front of me, I would have surely caught it! I am shocked that this was not verbally addressed at time of check out. I was never given the opportunity to see the damage and now I am being asked to pay for it? I am hoping that this is just the cowardly act of one individual and not Fox's corporate policy. However, after reviewing the paperwork that I received, looks like a lot of things were filled out after I returned the car. Unfortunately, I was never given any copies upon check out.

Kevin of Camden Point, MO May 5, 2009

In 2007, we had reserved a Dodge Magnum online a month in advance of our arrival to San Francisco, CA. from Kansas City, Mo.. We arrived at the rental center and were told they had not rented that car in months and had no car to replace it but we could upgrade to a higher price car (almost a hundred dollars) more which was a Ford Focus. When asked (there were four of us and one with a heart condition) if we could have a ride back to the airport to inquire about another rental company they refused and said they did not have time. So basically we were stranded with no means of transportation and was forced to pay a higher price. Now in 2009, we receive a letter saying we still owe 20.65 from the 2007 rental. It's not much but the fact that it became a bait and switch scam that keeps me from paying the extra charge.

Claudia of Hollister, CA April 18, 2009

Claudia of Hollister CA (04/18/09)
I have never been as disappointed, harassed, yelled at, terribly offended, threatened with very offensive words as I have been by the staff from FOX rental at their San Jose location, in particular a group of men with the names of Andres, Michael and Daniel. These men are very rude, unprofessional and in extreme cynical when it comes to attend a costumer with a complaint.

In my case this is the fourth time I deal with them when they havent honored any of the rates I have brought along with me, these printed rates that I have presented, usually take a lot of trouble in finding in the internet, sometimes by searching for days at the time, they dont care if you carry a print out which states very clearly, the rates shown there are final and non changeable, they completely ignore all of this and simply charge you anything they want arguing whatever excuse, from extra drop off fares to mysterious taxes. Their webpage also advertises low prices and when it comes to make a reservation for the days they promote, they come up with an entire different and much higher rate.

I once tried to call them to find out the reason they quoted this advertising differently, and they told me their rates change by the day, but in my opinion, they just dont want to help out and have the best excuse to ignore any complaint. I never got a satisfactory answer or solution from them. I consider this a complete and horrible scam. I would never rent back from them, it is not worth the money you save, I much rather pay more and receive a good service from another company. It is a shame that after so many complaints I made, and even some of the complaints I read in these sites, they cover up for themselves; their supervisor protects their behavior, and they do absolutely nothing about it.

They continue allowing these same men work there piling up a number of complaints after sending you a lame message back making you feel like you deserved to be priced and treated that way. Their service is extremely deplorable, despicable, unethical and outrageous. I would strongly suggest for any costumer to NEVER do business with FOX.

I went down on a very hard nervous break down that caused me horrific stomach pains, I had to go to a clinic and was prescribed medication.

Barbara of Los Angeles, CA December 22, 2008

Barbara of Los Angeles CA (12/22/08)
We patronizes of Fox Rental Car, rented a vehicle on November 29,08; front counter representative give self-service instructions to follow the hallway located to the left, to space10 in garage area. In an enclosed garage area with no lighting was our rental. We approached space 9 thought to be space10, in the left front windshield was an inspection form for the vehicle body condition. Upon retrieving the inspection form we found the information had been pre-filled in, in regards to vehicle body condition. Looking both ways of directions over the next couple of vehicles in same row, vehicles had inspection notices and all had been pre-filled in with information in regards to the vehicle body condition.

Being the first time, we had ever experienced the inspection form pre-filled out with information as it pertain to the vehicle body condition; we applied prior protocol and inspected the vehicle in space 9 , thinking we were inspecting vehicle in space 10. Once we enter the car in space 9 , put the key in the ignition the car wouldnt start. At that time a service attendant (Fox Employee jacket identifying FOX) approached and informed us that we were in the wrong car. My husband (embarrassed, as I snickered) replied by saying: Well they told us space 10; isnt this 10?? employee replied: No this is 9 , thats 10? (pointing to the car in the next space over with head lights on because of the activity with the key my husband had in his hand).

At that time it became humorous and stressful, considering time taken to inspect vehicle in space 9 . My husband then showed him the pre-filled in inspection form for car in space 9 . Fox employee acknowledged and took form. The Fox employee said this is how they do it (referring to FOX RENTAL as a whole). The Fox employee instructed us to take vehicle in space 10 and there would be no need to inspect it we were fine because it had already been inspected for us.

Trusting Fox employee we then follow orders given and enter the vehicle in space 10. As we proceeded to drive to check out point, (short distinct from garage) we notice the car interior was in very poor condition and informed the female Fox employee at the check out point. She stated that she would make a notation on the inspection sheet. We rented the car for 1 day; but we returned the car in three hours. The car was inspected outside in open daylight by a Fox employee. The Fox employee that inspected the car said he notices a small dent on a black car that the service attendant that pre-inspected the vehicle overlooked. Probable cause poor to no lighting allotted with position vehicle was setting in at time of inspection. The Fox employee asked that we just write it down on an accident form and all would be well, they just needed to note it in.

Undo Stress. This is a revised statement

Barbara of Los Angeles, CA December 21, 2008

Barbara of Los Angeles CA (12/21/08)
Fox Rental Car had pre-filled out inspection forms in the dash board of the rental cars. I was told by a Fox employee upon approaching rental car that ther was no need for me to fill out the car inspection form because it had been pre-filled out for us. When we returned the car several hours later the Fox employee pointed out a very small dent ont he car. I told him I didn't know anything about it and he told me that it wasn't reported on the inspection for so I would have to fill out an accident report before I could check out. I told him a can't fill out an accident report, if i didn't have an accident.

At that time I asked to speak with an manager. I was told by the manager no big deal they just missed it on the report just fill out the accident report and state that on the report that way it won't be any problems. I filled out the accident report and stated that I did not look over the car because I was told by Fox employee that the car had already be inspected and there was no need to inspected the car again.

That happen on 11/29/08, then on 12/10/08 I get a call from and man stating that he was from the Fox claim department and I told him what happen. He said okay I'm going to send you a form and you state that on the form. on 12/16/08. I get a bill telling me I can report this to my insurance company or pay by credit card 1050.00. This dent quote unquote could have been no more then 300.00 and that's would be on the high side. I'm more then willing to take Fox all the way to the court house on this one.

This has caused me mental and psyical stress. Fox need to be paying me 5,000.00 for damages they have cause to me.

Michael of Osaka, OTHER March 2, 2008

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