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:05/02/2025

  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.

  on 4/15/25 I rented a car from Fox rent-a-car at **************. I had booked the rental through Priceline and everything was prepaid. When I arrived at the counter, I verbally denied all extra coverage and add on's, multiple times, including their rental car insurance. The agent had me insert my card for "incidentals" and proceeded with the rental, I was not given any form of "rental agreement" or receipt of any kind, and I didn't question this since I had already prepaid. When I returned the car, I later checked my bank statement and found that I had been charged $154 by the ***********, when I had already paid $158 via Priceline. I attempted to call the location in ****** to resolve my issue but was instead routed to *** corporate office for Billing. I was then told they would reach out to the location on my behalf, and expect to hear from them by Wednesday of the following week. A full week later and I had still not heard, i called back and they said that the location had decided that the most they would do was offer a %15 off voucher for future rentals and denied my request of a full refund. I asked to speak with management and was denied again and told that "it's already been decided and there's nothing you can do." I asked for that location's phone number or email and was told that they would not give it to me, and the only way to contact anyone at that location is to go in person, but there is no guarantee a manager will be there or agree to see me. I am at a complete loss how a company can still function with this level of dishonesty in 2025, and partner with such a big name and trusted company as *********. There is no way I would have agreed to pay for insurance that doubles the cost of my rental. And it is completely unacceptable that they treat their customers in such a manner and block any way of contacting them and knowingly provide no rental agreement. It wreaks of a scam.

  Business Response

  Date: 05/06/2025

  Thank you for the opportunity to respond to the complaint submitted by ***** Hope Canton regarding the rental agreement SEA-894177.   Our records do indicate that the insurance was signed for at the time of pick up and acknowledged by the renter on the rental agreement (agreement is attached).   
  
  As the customer states that they were not made aware, although we do show their signature is on the paperwork, in an effort to resolve the case a refund of the loss damage waiver coverage has been initiated to the customer.  Please find the updated invoice attached. 
  
  Thank you. 

  Customer Answer

  Date: 05/09/2025

   
  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.
  I appreciate your assistance in this matter as the company would not have resolved it without the intervention of the BBB. BBB is an invaluable asset to the public, thank you.

  
  Sincerely,
  
  ***** Hope Canton

• Initial Complaint

  Date:03/08/2025

  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.

  My husband and I just rented a car from *** in *************** near the airport from Feb. 23/25- March 5/25. When I first booked the car back in October, 2025, I chose a car that was supposed to be $36 a day. On my bill, I was charged $36 a day plus $191.45 for taxes which made no sense. However, I paid it anyways. Once we got to *************** to pick up our car, we were horrifed at what they were charging us on top of what we already paid. I knew we would have to pay insurance but the amount was outrageous...they charged us $435 for insurance! Then they did not tell us that we were also being charged for roadside assistance which was over $100, then we were charged a concession recovery fee for $60 without our knowledge. Then the lady behind the desk lied to us telling us that it costs $20 each time you go through a toll and how they were offering an amazing deal where we could buy their "plate pass" for $180 to save money. So of course we did this not knowing that it was only $5 US each time to go through a toll. We are SO upset as we saved our money for an entire year for this vacation and now are in debt due to this company. At the very least we would like our money back for the plate pass.

  Business Response

  Date: 03/12/2025

  Thank you for the opportunity to respond to the complaint submitted by *** ******** regarding the rental agreement RSW-316007 which we show to be in the name of ***** W *******. 
  
  I show that upon pick up, the renter opted to add to their prepaid rental the Loss Damage Waiver to ensure full coverage of the rental vehicle itself, Roadside Assistance in case of any issues and Platepass to cover all toll roads during the rental.  Each item is added at a per day rate plus tax.  All were signed for on the rental agreement, which you will find attached.  
  
  In addition to disclosure on the rental agreement of all charges, the location printed out a summary of charges for the renter to review all charges, they also acknowledged each added item on the summary of charges indicating that they understood all charges on this rental and agreed to them. 
  
  I show that they utilized tolls during this rental as well and platepass was used to pay for each toll utilized. 
  
  As all items were disclosed properly and signed for by the renter at the time of pick up, no refunds of these used items may be issued. 
  
  Thank you. 

  Customer Answer

  Date: 03/24/2025

  Complaint: 23038180
  
  I am rejecting this response because: My response to FOX car rental is that they lied about the toll fees telling us it was $20 each time you went through a toll which was completely false. We blindly went and bought the toll pass that the lady pushed on us because we didnt know what the tolls were at the time.
  
  Sincerely,
  
  *** ********

  Business Response

  Date: 03/24/2025

  I am so sorry that the customer feels that the agent misinformed them regarding the toll charges.  We do urge, all customer's to research tolls prior to their arrival, as the toll option was completely signed for on the rental agreement, that indicates to us that the customer understood their charges.  Unfortunately, we are unable to provide a refund of the item but will send the customer a discount code which may be used on a future rental within the next 12 months.  They can expect to recieve that via email. 
  
  Thank you. 

   

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23038180
  
  I am rejecting this response because:

  we would never use this car rental place again at this point due to not trusting what the employees are telling us so the discount code you gave us is useless.
  We are asking for a full refund of the Sun Pass in order to ever book with Fox again.
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:02/24/2025

  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.

  I reserved two vehicles at *********** for December 19, 2024. The second vehicle was for my daughter. Our reservations were handled by two agents standing next to each other. The agent, *****, handling my rental added LDW coverage to my contract even though I had verbally declined all additional options. I always decline *** because I both have sufficient coverage with my own auto insurance, but also because my Chase ******** ******* credit card specifically covers everything that LDW covers and is primary if the rental is paid using their card. ***** seemed to understand that I did not want any options. She had me sign and initial various places using a tablet that did not show what I was signing, just a place to sign. She also said that any additional charges on the contract would be refunded when I returned the car because they were just a security deposit. I did not realize that the *** had been added to my contract until I returned home and compared what I had paid to what my daughter had paid. That is when I discovered that the additional charges were due to the added *** coverage. You can see from the attached contracts that I have the *** coverage added to my contract. I emailed the office at *** on December 27, 2024, but received no reply. I also contacted several people at Fox Rent A Car based on information I got from ******* Advocacy (*******************). Several of the emails were returned because they were inaccurate, but the one I sent to ****** ********** (***************************************) on January 14, 2025 has not been returned, but I have received no reply. I obviously don't know why I was charged for the *** coverage or whether it was an oversight or intentional. I would like to be refunded the additional LDW charges of $92.97 plus the additional sales and rental car taxes of $13.95 for a total of $106.92.

  Business Response

  Date: 03/12/2025

  Thank you for the opportunity to respond to the complaint submitted by ****** ****** regarding the rental agreement DFW-61152.   Our records indicate that upon pick up, the renter opted to add the Loss Damage Waiver coverage to ensure that the rental car itself was fully covered should any damage occur during the rental. 
  
  We show that at the time of pick up, the charge for the *** coverage was disclosed on the rental agreement and signed for by Mr. ******* please see attached.  In addition to the rental agreement, the customer was provided a physical copy of the summary of charges, which was also acknowledged disclosing all charges on this rental, also attached. 
  
  As both items were clearly acknowledged by the renter, we do feel that all charges and additional items were fully disclosed and agreed upon during the pick up process. 
  
  Should you have any additional questions, please let us know. 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22983463
  
  I am rejecting this response because: I just received an email from you saying that I did not respond to your previous email so the case was being closed.  I did reply yesterday with the following:
  
  Fox Rent A Car stated in their response, "Our records indicate that upon pick up, the renter opted to add the Loss Damage Waiver coverage to ensure that the rental car itself was fully covered should any damage occur...".  As I stated in my original complaint, I absolutely did not opt for the *** coverage since I had no need to.  Both my auto insurance and my **************** credit card would have provided the same coverage as the Fox *** coverage.  I did get a copy of the contract before I left the rental counter, but I didn't read it because the rental agent, *****, had clearly understood that I did not want any additional options.   I am certain that she included the coverage by doing what a representative from the ******* Advocacy told me is the "Sign Here Scam".  I am also fairly certain that *** will not admit that there could have been any error on the part of their agent, *****, since they have my signature on the contract.  It is unfortunate that *** uses such unscrupulous business practices.
  
  Thanks for your assistance,
  ****** ******
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/02/2025

  Please find all documents re attached here showing the customer's signature to accept all charges on this rental on both the signed rental agreement and summary of charges presented at the time of pick up.  As all documents are clearly acknowledged no refund for the approved items will be issued. 
  
  Thank you. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 22983463
  
  I am rejecting this response because: The documents Fox provided appear to be signed by me and were, but they were not as *** has presented them.  I signed every document on a signature pad without actually seeing the document I was signing.  The only printed document I received was the one with ******** in large bold print in the upper left hand corner.  As I explained in the original complaint, ******* Advocacy, in a reply to me said this is known as the "sign here" scam.  The renter is not shown the actual documents and is given a computer tablet to sign.  When I got the printed copy from the rental agent, *****, I did not check the details because I had declined the *** coverage.  She acknowledged verbally that I did not want the coverage.  Obviously, if I had read the printed document carefully, I would have seen that she had included the *** coverage.  As I stated previously, I did not need the additional coverage since my Chase ******** ******* credit card offered the exact same coverage.  I am sure there are many people who do not read the printed document because they have already told the agent they wanted to decline all additional options.  I am sure the *** coverage is very profitable for Fox.  I don't expect they will refund the amount I paid for coverage I did not want.  I will be sure to write a review for *** and ******** to refelct my experience and to warn other renters to avoid Fox Rent A Car.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/09/2025

  I am very sorry that the renter does not feel that the paperwork was presented to them, as we show all documents were signed it does appear that the explanation of all charges was issued to the renter.  The summary of charges is printed and presented in person and the rental agreement is signed electronically.  As the renter signed all documentation no refund may be issued. 
  
  Thank you. 

   

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 22983463
  
  I am rejecting this response because:  I have provided the reasons I rejected the response from Fox Rent A Car.  Continuing to provide the same information is obviously not going to change their response.  I will not rent from them in the future and would not recommend them to anyone else.  It is clear to me that their rental agents cannot be trusted to follow instructions when declining optional coverages.  This is the second time I have had a Fox rental agent add coverages I had declined.  The previous rental was several years ago in ***********  I noticed the additional charges and called *** who agreed to delete all of the unwanted charges.  At the time I assumed that was an anomaly, but it is now clear that they encourage their agents to add coverages to increase their profits.  Apparently scamming customers is more profitable for *** than having repeat customers.  No response from *** is needed unless they decide to refund the unneeded charges.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/07/2025

  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.

  I flew home California 1/25/25, I rented a car with Fox out of the SFO branch as I have done many of times for a week and returned it with 3/4 tank of gas ( normally it's filled but I was running late), on 2/1/25 anyhow I got there returned the car and all was OK I thought. Until today when I went to pay my credit car I used for the reservation. They overcharged me almost $70 for fuel in a compact car and a 16$ fee for the fee shuttle I have never been charged, but was even more alarming was the second charge they made of 271$ saying I picked up a car in *********** on 1/25/25. HOW did I get 2 cars from 2 totally different parts of the state at the same time. Im appalled and want the fraudulent charge and the overage of 84 dollars returned to my card asap. I have disputed the fraudulent charge and have proof and am hopeful that will be taken care of but *** needs to do the right thing and give me the rest of my money back.

  Business Response

  Date: 02/12/2025

  Thank you for the opportunity to respond to the complaint submitted by **** ***** regarding the rental SFO-1102914.  The charges to the customers card were not for an additional rental, these are charges added to the rental in ************* due to the condition in which the car was received.  The vehicle required a full detail upon return and was unable to be rented out until this was completed.  Please find the pictures of the vehicle at return attached here for review.  The customer was assessed a cleaning fee of $250 at return. 
  
  Thank you. 

   

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22915211
  
  I am rejecting this response because:

  That is not my vehicle good try Fox.I emailed you guys the day all of this happened and you guys tried telling me the same thing at that time. I asked for photos then but I'm still waiting on those. But also your response uncovered more of your lie and unethical practices. For one the vehicle I left had 3/4 tank of gas left in it but let's just say it only had the 4.05 that you claim was left after I dropped off the car. You guys said that I was given ***** a full tank yet you and see how you people charged me for over 9 and half gallons? Also the shuttle is suppose to complimentary, and you charged 16$ for that. You also sent my receipt for my car over 2 hours after I dropped the vehicle off why were these charges not put on then? You guys are scammers and liars and I want my money refunded or we could take this to court. 

  Sincerely,
  
  **** *****

  Business Response

  Date: 02/13/2025

  I show that the vehicle assigned to this customer was unit ******** which has a license plate *******.  At return it shows the mileage was at 4972.  The pictures provided by the location do match all of this information as well - I have attached these photos here for review.  Unfortunately, based on the documentation provided by the location all charges are valid. 
  
  Thank you. 

   

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22915211
  
  I am rejecting this response because:
  Ok, a civil lawsuit will be filed I'm sure you are use to them, also the vehicle you gave me had over 11k miles so come up with another lie. There was damage on the outside of the vehicle which I documented. Your paper you have us fill out doesn't ask about the inside or else I would have wrote down every flaw with the inside as I did the outside. Fox ***** and you lost a good customer, from your lies and FRAUD!!!
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/03/2025

  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.

  Good afternoon, I have been trying to reach someone from the *************** location to no avail. I can be reached at ************ please reach out.I am the tactical team leader for the county SWAT team in *************************. I recently secured funding for a training event for two (2) SWAT operators in the ******* area which necessitated a vehicle rental. I organized and paid for plane tickets, hotel, and car rental in advance. When my officer arrived at your facility, December 16, 2024, he met with ****** from your PHX facility. ****** told my officer that he needed to add on insurance to the rental; not understanding, my officer paid the insurance as he believed that was necessary to rent the vehicle. We did not reserve this rental with insurance and opted out of it at the time of the reservation. I am in full understanding that the driver, *********** High, signed the insurance documents and placed an additional $205.65 on his personal credit card. That charge was not authorized by our police agency as all spending needs advanced approval and which is why the rental was paid for in advance and did not include the optional insurance. *********** did not have authorization to add the insurance on behalf of the police agency and I am hopeful that you take this into consideration and refund the $205.65 back to the original form of payment on the card ending in 5393. Thank you.

  Customer Answer

  Date: 01/10/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car through *********** with Fox Rent A Car and my car rental total was $56. I was not informed by *** staff about the Illinois tolls or the option for a transponder. The toll roads had no toll booths to pay cash. I expected a bill in the mail (as is done in other states) with the toll amount due. However, just last week (12/20/24), I received a bill from Fox/**************************** for a total of $104.80. My tolls alone totaled fourteen dollars and eighty cents but Fox tacked on a $90 administrative fee. I feel like I've been scammed. I would like my bill adjusted for the total toll amount of $14.80. ***/****************************. PO Box ******. *********************** Notice #************** Rental start date: 11/11/24 Rental return date: 11/12/24

  Business Response

  Date: 01/16/2025

  Thank you for the opportunity to respond to the complaint submitted by ******** ***** regarding the rental agreement ORD-223705.  As stated on the rental agreement, any unpaid tolls and/or violations will be billed to the renter by our partners ***************************  I am very sorry that the customer was unaware of the option for a platepass.  The details regarding this optional service can be found in the rental policies provided during the booking process and on our website. 
  
  As the charges are not being issued by Fox Rent a Car, we do urge the customer to contact ************************** directly to request that they opt into the platepass to cover all tolls.  ATS may be contacted at ************. 
  
  Thank you. 

   

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22737441
  
  I am rejecting this response because this business had two opportunities to make clear that a transponder could be made available for tolls and failed to do so. I informed both the attendant behind the counter and the attendant in the garage where I was headed and asked for route information and then confirmed route information. My conclusion is that your partner company and you are in cahoots to deceive customers, thereby collecting exorbitant sums for both your benefits and to the detriment of unsuspecting customers. After this occurred I found complaints about this shady act as well as a class action suit against you near the year 2011.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 01/28/2025

  Unfortunately, as tolls were used on this rental and a platepass was not requested at pick up this case can no longer be resolved directly with Fox Rent a Car.  The customer should contact our partners American Traffic Solution regarding the charges, as we stated prior we do suggest they request to have an opt into the platepass to pay the same as the platepass option that is sold at the counter. 
  
  Thank you. 

   

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22737441
  
  I am rejecting this response because:
  Fox Rent a Car needs to take responsibility for this practice of having every opportunity to inform customers and failing to do so. ********************** is obviously aware of this problem as it has been extensively documented in complaints. If they cared about customers they would do something to resolve this problem. Yet they do not. This is unacceptable.

  Sincerely,
  
  *** *****

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******************** (***) sent me a paper bill for six tolls charges issued to the rental car I had in my possession in October-November 2024. Toll charges were only $***** but *** added another six $15 'admin fees' to the toll charges for a total of $90 in admin fees alone. The amount due for toll charges is $105.56, where only ***** are actual tolls and $90 are 'processing fees'. The issue is that *** had NOT disclosed to me the information about their admin fees at the rental counter at the time of the translation. ******** sales *** did NOT tell me in plain English at the time that I would be charged a $15 admin fee up to six times for every toll charge while renting a car from them. I was only told by the sales *** that I will be 'responsible for all toll charges' without specifying the amount of their admin charge or how it would be applied. I believe that *** was deceptive about the information about toll charges and misleading in their presentation of that information falsely leading me to believe that I will only be paying for the actual tolls. *** must disclose the cost of the $15 admin fee for each toll charge upfront or offer an alternative for customers. They also must disclose how those fees will be collected at a later time. I am happy to pay $***** for the tolls but not the surprise $90 fee in admin charges that I had not been aware of at the time of the translation.

  Business Response

  Date: 11/22/2024

  Thank you for the opportunity to respond to the complaint submitted by ******** Sherbakova regarding the rental agreement FLL-759883.  A renter is responsible for all toll charges that are incurred with the rental vehicle.  If a toll charge is left unpaid, it is billed by ************************** for the amount of the toll plus a $15 administrative fee per toll.  This information is provided to a renter both on the rental policies provided during the booking and available on our website as well as on the customer's rental agreement.  All renters have the option to add a platepass to their rental for $13.50 per day to cover tolls, if this is not added it is their responsibility to pay for toll charges directly. 
  
  The bill the customer received was not issued to them by Fox Rent a Car, but by ************************** who handles all unpaid toll charges.  Should the renter have questions regarding the bill we do urge them to reach out to ATS at ************. 
  
  Attached please find the toll policy as presented on the rental policies as well as the customers rental agreement. 
  
  Thank you. 

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  VEHICLE PROVIDED: 2024 VERSA S MAKE: ****** BLACK MODEL: 2024 VERSA S (SUB-COMPACT) NOT ECONOMY CAR OR SIMILAR. I WAS GIVEN A VEHICLE LESS THAN WHAT I PAID FOR. I HAVE PROBABLE CAUSE THAT FOX RENT A CAR IS GIVING PEOPLE VEHICLES THAT ARE LESS THAN WHAT THEY PAID FOR OR REQUESTED ONLINE THEREBY FINANCIALLY RIPPING THE CUSTOMER OFF. This occurred through third party services Priceline. ********* had the 2024 ********** Mirage or Similar on my confirmation page. This vehicle is classified as a subcompact car. However, its size and features specifically place it in the subcompact category.UNIT: NR908443 LICENCE# EN65052 RA # ORD-****** FTS PRICELINE (This is the number on the contract) PRICELINE CONFIRMATION # Economy Car Oct 12 Oct 14 When I arrived and conducted inspection on 2024 ****** Versa S, I found damage to vehicle and took photos and documented the damage on an inspection sheet. I showed the photos to ***** who was the booth, but there was no effort to make it right or give me undamaged vehicle. There are two problems, I was given a damage vehicle, and 2024 ****** Versa S is not classified as Economy Car. This Car is Sub-Compact car. I requested a refund; however, ***** from Fox Rent a Car denied by the amount I was requesting. ***** wanted to give me less than despite being ripped off and defrauded. There was admission of guilt by ***** on phone call on October 22, 2024, that I was not given an Economy car.

  Business Response

  Date: 11/13/2024

  Thank you for the opportunity to respond to the complaint issued by *********** ****** regarding the rental agreement ORD-219666.  Fox Rent a Car does not rent vehicles based on make/model at booking, you will have the ability only to book a car class based on size.  As there are several make/models available in each car class.  Mr. ****** made a booking for an economy car for this rental.  They were actually upgraded to a compact car for their rental free of charge.  
  
  The customer was provided the compact car, which per the description is a 2/4 door vehicle that will seat 5 passengers and 3 pieces of luggage.  On the Fox Rent a Car website the vehicle listed as the compact car is the exact vehicle the customer received, which is the ****** Versa. 
  
  I apologize that the customer was not pleased with their rented vehicle, but the vehicle car class was as expected and in fact slightly larger than originally reserved. 
  
  Thank you. 

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22466739
  
  I am rejecting this response because: Fox Rent A Car is lying to BBB and me. This was not upgrade for free. This was a downgrade, a scam, fraud,

  1. From a Size Perspective:
  Subcompact cars are typically smaller than economy cars. They are usually the smallest category of cars that are still considered practical for everyday use. If you're comparing a subcompact to an economy car of a slightly larger size, the economy car could be seen as an upgrade because it's offering more space.
  2. From a Features/Comfort Perspective:
  Economy cars can sometimes offer a bit more in terms of features, comfort, and interior space, even if they are priced similarly or just a bit higher than subcompacts. If you're moving from a basic subcompact to an economy car with better tech or more interior amenities, that would be an upgrade.
  3. From a Cost Perspective:
  Economy cars generally fall in a similar price range to subcompact cars, but they might offer a better balance between price, comfort, and efficiency. However, it depends on the specific models you're comparingsome subcompact cars can be relatively expensive, while some economy cars may focus on being more affordable.
  4. Fuel Economy & Efficiency:
  Both subcompact and economy cars are often designed for high fuel efficiency, but subcompact cars may have a slight edge in terms of fuel savings due to their smaller size and lighter weight. So, if fuel economy is your primary concern, a subcompact might actually be a "better" choice.

   

  I as the consumer need to be compensated for this defraudment plus damage vehicle that was never corrected when I showed the lady ***** in the booth the damage on my phone. 
  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 11/22/2024

  I am very sorry that the customer disagrees with the assessment of the vehicle, the reservation as booked in our system was for an economy car.  The customer was provided a vehicle which is classified as a compact car.  They were not downgraded on their vehicle, and no charge was issued for the upgrade on the vehicle.  
  
  Thank you. 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22466739
  
  I am rejecting this response because: Fox Rent A Car is lying to consumer and BBB again. The vehicle is Sub-Compact car not compact car. Supporting source to support my claim instead of making up lies like Fox Rent A Car. I paid for economy car for which I never recieved. That is fraud. 
  Fraudulent Intent: If a business intentionally took your money without the intention to deliver a service or if they misrepresented the product or service (e.g., selling you something they didnt have or pretending to fulfill an order), that could be considered fraud. Fraud typically involves deceit or intentional dishonesty with the goal of profiting from the victim.  

  2 Best Subcompact Cars for 2024 | ****** Blue Book: 

  ***************************************************

  I would like to see Fox Rent A Car do the right thing and refund me for fraud they committed. An apology without change in action to do the right thing is a useless, voided, invalid apology.

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

• Initial Complaint

  Date:10/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a vehicle from Fox Rent A Car with my partner's credit card. We were flying in from *** to SFO arrived 9/18/24. When we got there, we found out that we left the credit card on our desk at home, which was required for carrying out the transaction, that was unfortunate. Luckily, I had my credit card on me so I used mine in place of hers. The gentleman at the front desk reassured us that she would be able to receive a full refund and there was nothing to worry about. She was unable to receive a refund after many many phone calls, and only received a partial refund. She was initially charged about $140. Came up to be around 200 and only got 100 back. Still ended losing $100.I was expecting to be charged around $140 because that's what it said on her bill the first time she booked it. The booking was for 2 days. The gentleman at the front told me, since I'm 24 years old. That it was going to be extra. I said fine. The bill shot up to around mid $300. I don't recall the exact number. I really had no idea how. I was visiting my father who was in critical condition in the *** so I really didn't have time to contemplate.I can't recall the exact details of the description of the charges at the time but when I received the bill for the booking. It came out to be $718. Upon reviewing the bill what I do remember, was that the gentleman never explained to me any of the California Tourism Fees or Airport taxes for example. Was unaware that the shuttle taken to place was also charged. None of these were explained to me by the gentleman up front. The actual rental, rental extension, the late fees, and my being underaged made sense to me. We were charged for 2 people for being under age 25. My partner provided her license initially not knowing she had forgotten her credit card so they KNOW that she was over 25, yet still billed us for 2. If not for the other random charges that were hidden from us, then at least refund us for the 2 under 25. They have her license on file.

  Business Response

  Date: 11/13/2024

  Thank you for the opportunity to respond to the complaint submitted by ***** ***** regarding the rental agreement SFO-1084894. 
  
  I do not have the exact rental of the partner's rental, but using the phone number we did find a rental with Expedia.  I can confirm that Expedia contacted Fox Rent a Car and was provided approval for a full refund.  If they did not receive a refund of the reservation, we do urge them to contact their booking source directly. 
  
  On the rental provided, our records indicate that the renter did a 1 day rental with underage fee and added loss damage waiver coverage at pick up.  All items were signed for on the rental agreement (attached).   I show that the renter ended up keeping the vehicle for 5 days total.  I show 3 extensions on the rental and one late charge.  All charges from the original rental would follow with the extension so they are charged for each day of underage fee and loss damage waiver.  As this is what was signed for at the time of pick up I do show that all charges on this rental for the 5 days to be valid.  I do also show a fuel charge at return as the vehicle was returned at 7/8. 
  
  Attached please find the signed rental agreement and final invoice for all charges on this rental. 
  
  Thank you. 

  Customer Answer

  Date: 11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/24/2024

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

  Customer Answer

  Date: 09/24/2024

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

  Business Response

  Date: 09/30/2024

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

   

  Customer Answer

  Date: 10/08/2024

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