Routes Car Rental
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They said they did not rent to Mexicans.
I recently rented a Jeep and prepaid for both the rental and insurance through the Routes website. I had previously rented with Routes without any issues, so I felt confident about this booking. However, this time was a different story. After waiting for over an hour (due to some unexplained issues), the attendant told me that my driver's license was expired. The confusion arose because the "Issue Date" on my license, which is in Spanish, was mistaken for the expiration date. Thankfully, another client stepped in and helped translate the license details into English. The attendant took it to the manager, but when he returned, he told me something shocking: they don’t rent to Mexicans. He claimed that the company’s policies had changed because it is a Canadian company. When I mentioned that I planned to rent from Routes again in Cancun, he falsely insisted that Routes had no locations in Mexico. At that point, I decided to switch to Sixt (who, by the way, have always provided excellent service). However, when I requested a refund, they said it would be a very complicated process, implying I wouldn’t get my money back. Faced with this, I ended up having to raise my voice out of frustration over the racist remarks, and eventually, they let me proceed—but only after forcing me to leave a huge deposit, despite having all the necessary insurance. In the end, I did take the car, but this was by far the worst rental experience I've ever had. It was a disappointing experience. A lot of unnecessary stress and encountered some serious issues with the service. It’s unacceptable to face discriminatory remarks, and confusion over a driver's license only added to the frustration. Plus, being given false information about Routes locations and dealing with complications around the refund policy is not what you'd expect from a professional rental company.