(Originally a 5-star review in 2021) Helen is an incredible asset to your team!! Due to previous experiences with Fox I was dreading the pick up process, but there was no wait and Helen is literally the kindest rental car agent I’ve ever encountered, and I’ve encountered hundreds!!

CJ was great when I dropped the vehicle off, as was Stephan when I asked if Helen was in so we could say goodbye before flying out. You have great people in Burbank!! 👏🏼 Please let them know their kindness is much appreciated!! Thank you!

12/21/22 Well, that was then, this is now. Took 5 star review down to a 2 star. 😢 I’m sad to have to edit my review, but want to warn others after my experience yesterday. Expect an upcharge if you arrive 6 hours + later than original booking, EVEN if you call and CLEARLY communicate with this corporation about your delayed arrival. 🙄 But they won’t warn you of that when you call, they just assure you that they’ve noted your adjusted arrival time in your reservation. 🤷🏻‍♀️ Initially, we had reserved a car for 11:45a, but needed to arrive later to adjust for a family member we were meeting. I called Fox to inform them of my later arrival and they noted the reservation, but I wanted confirmation that the van would be there or I wanted to make back up plans, so he requested a call from this location. I received the call and informed the gentleman (Scott) that our later flight was delayed and asked if the van would still be available, to which he replied yes.

Our flight takes off and once the flight attendants began service, the pilot came over the PA to inform us that they had a malfunction and we were heading back to Phoenix. So our day was already delayed and we arrived to Fox car rental within 2 hours of the time I adjusted our arrival to when I called corporate earlier. The gentleman working the booth basically told me since it was beyond the 6 hours of my ORIGINAL booking, if I wanted the Toyota Sienna that I’d have to pay an additional $120 for our 2 1/2 day rental. 😲 Seriously? I told him I communicated with his company and they assured me the vehicle would be waiting for us. It was his inconsistency that bothered me. He said if I arrived within the 6 hours we would have gotten the Sienna for no additional charge. Plus, he was willing to let us take the vehicle if we paid the additional $120, even though he claimed they had customers who prepaid for the remaining vehicles. I asked, “If i pay the additional and take the Sienna, what will you do when the customers who prepaid arrive?” He said, “I’ll figure something out.” Shady, man!!

This company’s team effort does NOT foster loyalty, unfortunately. 👎🏼

Because of this Fox guy’s shady inconsistency, I just booked another car with Thrifty and saved even more, but because of all the time he wasted, we missed eating dinner where we wanted to eat. 😏

#bringHelenback