Points négatifs : Wasn't able to rent the car. Had already paid the insurance then was informed I needed a credit card to rent the car. Wasn't refunded the insurance fee

I might still be in line...

Points négatifs : The Fox counter at Phoenix was completely overwhelmed by the number of passengers who had reserved cars. There were probably 20 groups in front of us, and no visible forward progress. We would have had to wait two hours for our turn, and who knew if there would be a car for us?? We ended up going next door to National, where we got a car right away. We paid more than I had planned, but we were able to get on the way to our vacation.

Points négatifs : After landing at PHX, my girlfriend and I arrived to a line that was on track to being a 2 hour wait for our car. We were talking to people leaving the line who where telling us that they had waited for an hour and 45 minuets before being able to talk to anyone and also said the line was longer now. FOX was the only rental with this kind of line, every one else had a line of 1 or 2 people or no line at all. While I waited my girlfriend went from counter to counter asking what the cost would be to get a similar car, which of course was expensive. However, Fox announced that everyone in line had to leave and go downstairs and people inline were saying they didn't have enough cars, so my girlfriend and I decided to leave our reservation and booked with Thrifty and got out of the door within 15 minuets. I can't adequately express how disappointed I am in Fox. I won't make that mistake again.

Worst Car Rental Experience

Points négatifs : Over 90 minutes in line. Over 30 minutes at the counter. Was told credit card (my wife’s) had to match driver’s ID (mine). No problem I said, my wife won’t be driving the car at all, I’ll just use my credit card instead. No, that’s not possible either, you already reserved the rental on Kayak with your wife’s credit card. You must use her card. What are my options then? You’ll have to add your wife as a driver. That will cost an additional $120. But she won’t be driving the car. Doesn’t matter. You’re stuck paying the $120. The woman proceeded to sit on her phone scrolling through her Facebook newsfeed, literally right in front of me, while I signed and initialed each screen. The manager had no customer service skills either, as one employee mentioned the growing line and he dismissed it with a “I don’t care about the line.” After two hours of this, you’re sent downstairs where, to your joy, you get to stand in another line at a window to get the keys to the car you just rented upstairs. This is the worst car renew experience I’ve had in my life, and I’ve rented hundreds of cars from dozens of companies. Do yourself a favor and choose ANY other car rental at PHX.

car pick up

Points positifs : the price was right.

Points négatifs : pick up was very slow and the car we reserved was not available. We paid for a SUV and got a Kia Soul. After the pain of dealing withe the staff in PHX and their lack of organization, we decided to just keep the car even though we had an opportunity to swap out the car. Who wants to go back to the airport just to switch a car while on vacation. We were offered any other compensation. The feeling we left the counter with was, we're just happy to get a car and get out of there. There was a strange dynamic behind the counter, it just felt uncomfortable.