Routes Car Rental
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No Customer Service Sympathy
No Customer Service Sympathy. Dear Routes and Future Clients... I tried to rent a car from you to save some money and support the "smaller local" business. Reservation was easy and effective. Thought I was set for a good trip (to attend a funeral service of a former workmate). My flight from Seattle to Atlanta was cancelled by the airline of my choice. This was due to unexpected bad weather in Atlanta and then airport closure as Atlanta suffered an airline incident that same day. I rescheduled my flight on a second airline for next flight out of Seattle. This flight got me to Atlanta after my initial expected rental car pick up time. So I called Routes Car Rental to advise them of my late arrival. They told me that it was too bad that I was rerouted in my flights and that they would be closed when I arrived...and then stated I needed to come the next day after they open at 8am local time to pick up my car. I explained that would not work for me as I needed the car early the next morning to drive south in Georgia to make it in time for my friends funeral service. I was told they could not help me with my request and that operating hours had no flexibility. So i asked to cancel my reservation and get a refund. They said I could do that, but they would not refund me as my reservation was paid in full in advance...but I could appeal that to their customer Service branch. Long story short, I appealed and after 3-4 emails back and forth showing my initial cancelled airline ticket, they told me my refund was denied as I paid in advance! Crazy....!! So I ate the cost. And by the way, when I arrived at Atlanta at 3am in the morning, I was able to get very effective help via Avis at that off normal operating hour and during the snow storm at Atlanta's airport. No excuses, just pure good customer service and help. So the small guy is not always the best... as they are not flexible and do not operate 24/7. Be aware! For me, paying more was so much better. Never again will I try to use Routes Car Rental.