Fox Rent A Car review: Charged a towing fee for fox's own replacement delivery — then told the decision is final
I rented from Fox at Tampa Airport, July 23–31, 2026 (agreement TPA-649699, booked through Capital One Travel, prepaid). On the night of July 25, the Volkswagen Atlas would not start and the dashboard showed multiple error messages. I was stranded late at night with two young children and my wife. I called Fox and was asked to come to the airport; I explained I could not. Fox then sent a tow truck that brought a replacement Jeep Grand Cherokee to me and took the Atlas away — and I was told on that call, twice, that the replacement would be free of charge. I waited past midnight for it.
The invoice then showed a $336.74 towing fee, and the $362.00 balance is exactly that fee plus the tax on it. I already paid $88.12 at return, which covers every non-tow charge on the invoice (fuel, concession fee, tax). So the entire remaining balance is the tow charge.
I disputed it on October 8. Customer Care denied it twice (October 14 and November 2), saying the car had no issues and I did not have roadside coverage. Neither answer addresses the actual point: the tow was not a roadside service I requested — it was how Fox delivered its own replacement, after telling me there would be no charge. Three requests to review the July 25 call recording and notes have gone unanswered. I also called Fox Customer Care and Roadside Assistance on November 3, 2026; both declined to help and offered no escalation.
Desired outcome: remove the towing charge, a corrected invoice showing $0 due, and written confirmation the balance will not be sent to collections.
1 comments
I missed to add that customer service was horrible. (the automated IVR talks about customer services as a mission, which was laughable). When I called to Billing, though I was calm in my explanation on what happened, the rep was so rude in her communication stating that all she can do is read the notes in front of her on this rental agreement, and pushed me to connect to roadside assistance line. When I contacted roadside assistance line, similarly I was so calmly explaining my situation, and the rep was so rude in her response, and she just said I cannot help any longer and she need to take calls from other customers (it was not even 2 mins in the call). I have never been experienced this rude communications in customer care calls ever in my life. I cannot believe the systems are set up in a way that customers feel helpless, undignified, with no escalation path, nor a way to give chance to contest. They can throw in whatever invoices and expect us to just pay. Never ever rent a car from this company. I will go on every platform to make sure customers stay away from this company.