Routes Car Rental

The shuttle was on-time, got to the rental office quickly and handover of the car by Nass at the Routes Denver office was quick and seamless. Thank you!

My experience with Routes just keeps getting worse. The customer service is basically non existent. No continuity, I’ve had generic responses from at least 5 different people, none of which acknowledging the issue I’m trying to get resolved. Usually a generic “we understand your concern”, and then never actually mention or discuss the issue. When you reply, you’ll just receive another response, from a different “specialist”, who just keeps repeating the cycle. When I called them, spent 45 minutes on hold/calling, and they basically told me to email someone.

Nass was a lifesaver! We were able to upgrade from a tiny Toyota to a cool Jeep Wrangler for a super reasonable price. Thanks a bunch, Nass!

Everything went great

It was a slow process. Order extra insurance on economy booking and was told at desk it was not good enough, I had to find my insurance deliration. I didn't where is says over the border which they mean state. I was only going 2 hours away from Routes to Wyoming and was charged extra. I booked in Colorado and was given Ohio plates along with the extra fee.. Windshield had 3 dings. Got off plane at 12:45 and didn't get out of Route rental until 2:30pm. While I was there I man was asking for 10 minutes until I left (don't know if he finally got a new car) as he said there was 4 cracks in the windshield. When I returned my car a lady wanted a new car as there was thick dried mud caked on it down both sides.

I am editing my review, primarily because it consisted merely of name calling and wasn't constructive. Nor was it entirely fair; after all, as far as I know, no one lied to me. I will leave my one star review to stand, because zero stars is not an option. I will also detail what happened here, so that others can read it and be suitably warned to not use this company to rent a vehicle. I am not going to send this account in a private email to the company, to be dealt with outside public view. I contracted with this company on 17 March to rent a vehicle. They charged my credit card $447.13 for the rental fee. When I appeared on 20 March at the local branch of Routes Car Rental (Leitrim & Albion) to pick up the vehicle, I was informed that I had to provide a $1,500.00 security hold for the vehicle. I've rented vehicles before from other car rental agencies. Never before have I been asked for a security hold so high. The email the company sent me confirming the rental did not mention the security hold would be so high, or any security hold at all. Because I didn't anticipate this, there wasn't room on my credit card to satisfy the security hold and the rental couldn't proceed. I told the young lady at the rental location that I wanted to cancel the reservation; she told me she couldn't do that and that I should contact the company's customer care line (please note that I will refrain from anything derogatory such as putting the words customer care in sarcastic quotation marks). I was on hold for 20 minutes. While I was on hold, another gentleman arrived to pick up his rental vehicle; I overheard that the security hold for his vehicle was $500, not $1,500. Eventually, I spoke to a person at your customer care line; I told them I wanted to cancel my reservation. They asked a few questions, and then said they would transfer my call to someone who could help me. They transferred me to the young lady at the rental location...the young lady who was right in front of me and had already told me she couldn't do anything. I tried calling customer care again, and couldn't get through. So I sent customer care an email through the interface on their website, asking to cancel my reservation. I instantly got a notification saying that a ticket had been created. Two days later, I got a reply from customer care saying that because my credit card had been declined, the rental was considered expired and I could not get a refund. There was no expression of apology or regret -- just a statement that this was company policy and that they were going to follow it. Sucks to be me. I was angry and replied, "See you in court." They replied that they stand by their published policies. Again, there was no expression of regret or remorse. Since I couldn't rent from your company, I arranged a rental from another company for a similar vehicle. Please note that the security hold for this vehicle was less than the one your company charged. How much less? The security hold was $300. Not $300 less. Just $300. Your security hold for a similar vehicle was FIVE TIMES the size of the security hold another agency charged me. Had your security hold been $300 instead of $1,500, I would have had no trouble fitting it on my credit card. Please be advised that I will be contacting legal counsel to determine if Routes' customer care practice of trying to delay giving a refund in a timely manner, both by misdirecting my initial phone call and then by waiting two days to reply to my email, constitutes some kind of predatory business practice and whether or not if I make a claim in small claims court I may have a decent chance of winning a judgement against the company. Regardless, please also be advised that I intend to put negative reviews of your company on every possible review site that I can find. I've paid for the privilege, after all.

charge a value on the internet and they talk that you will not have additional charge but at the time of removing the car on the counter make it more 50% of the agreed amount, if there are laws and insurance that you know they will be charged to make it clear from the first moment on your site, lack of absurd respect with the client

Awesome service, never waited and always got a GREAT deal!! My last car I asked for was an economy car and they upgraded me to a 2024 Ram Rebel pickup. It cost me $45.00 dollars for 3 days. Picked up on Friday and returned on Sunday night. Awesome!!

Tenia una reserva atreves de una pagina (Carjet) saque seguro premium con la pagina, al llegar a la oficina, y hacer una espera de 3 horas para que me atiendan, siendo las 23:30, después de un viaje de 10 hs, no me respetaron el seguro y me obligaron a tomar el seguro de ellos, la persona que me atendió me dijo que no me entregarían el coche si no saco el seguro con ellos. La verdad que no lo recomiendo para nada, poco serios, la atención en la oficina del aeropuerto de miami fue totalmente nefasta.

Website easy to use

We have had a great experience with Routes in Denver so far, though I will have to add an addendum after we return the vehicle. There was a little difficulty at the onset, since we did wait for a while before the van arrived. it seems like there were more vans from other companies, though I didn't exactly count them up. Then, though we were waiting at the right spot, the driver went to the terminal, which we had just left. So since we didn't want to miss it, we made a dash for it, which wasn't necessary, or fun. Also the signage was limited, so it was a little challenging to find the pickup spot. hopefully they will rectify this. The driver was pleasant and helpful. There was a pretty lengthy ride to the outlet location, though I think most of the trip is just leaving the airport, which you would have to do with any car agency. at the location we worked with Omar, a very pleasant and helpful young man. he set us up with a practically new Nissan Rogue AWD which has been great. it was even washed before we took it, while we were doing the paperwork. the best aspect was that Omar didn't really pressure us to add insurance coverage and all that. he indicated that our NJ policy offers us very solid coverage, which was nice of him. The value has been very good, and we can definitely recommend Routes as the place to go, at least in the Denver area. Ask for Omar - though I would think all the reps are good.

Thanks for the support

Didn't get the car due to not having my icbc paperwork with me, no where online said I needed it. It only said license and credit card were needed. Tried to go in the next day with paperwork and they said my reservation was cancelled. Tried to get a refund and they said no. At least it's only $140 lost. Will stick with Avis. Thanks Routes

Routes, Chicago OHara refused to rent a car to me after accepting my Priceline info and my credit card charge. Routes required proof of insurance, which I did not have with me ( I keep it in my car back in North Carolina), which Priceline did not ask for, and the company (Alamo) from which I eventually rented from did not ask for or require. The Routes employee refused to give her name and refused my request to speak to a manager. I have not received a return of my credit card payment. ROUTES IS THE WORST COMPANY I HAVE EVER DEALT WITH! DO NOT RENT FROM ROUTES!!

Fair prices

A daily fee ($16.99/day) to cross state lines in the US...Even in Europe, it's a flat fee to cross nation state borders. It's pretty unheard of for the US states. I booked my rental through a major travel booking site and purchased collision insurance that cost $48 for 4 days. When I got to the rental office at my destination, I was told they no longer accept that carrier due to consistent payment disputes. The tone was like "when you people get into all these accidents, we have to try and collect from insurance companies, and this particular one is difficult." So she proceeded to write me a crib sheet on what to say when I call that insurance or the booking company to ask for refund. Yes - they decide not to do business with a carrier and instead of notifying the booking agents not to sell that carrier's policies with Routes'rentals, they put the burden on the customer. Sadly these things happen often in travel and other service industries lately, but when you step back and think about it, it tells you so much about the degradation of the idea of how to run a successful business and to provide top-notch products and services to customer. I will say the employees were all very nice and courteous, but their efforts are more than trumped by the mediocrity of their employer, that it almost has no value. Anyway, I walked out of there with a rental that cost me $450 for 4 days with new insurance and unreimbursed other insurance (spent 40 minutes otp and haven't heard back even though the promised timeline for a response has passed) instead of $200 w insurance that I paid when I originally booked. Talk about hidden fees. I got a Nissan versa with no apple or android auto and stained seats. That's fine - I wanted a compact car and inexpensive rental, but that's not the same a crappy car and the headache with all the fees. Well, and it wasn't even that "budget" in the end.

i rented a car from routes, 5124 w. cypress st. ,Tampa Florida from 1/27/2025 to 1/31/2025. filled out everything they asked and gave a security desposit of 250.00 which they said i would get back if everything was good. when i returned the car on the friday at 7 am in the morning, Kay who works there checked the car out and said everything was good and we will send your deposit back in 30 days. WE also took pictures of the car to prove the car was in good shape. Well 30 days have gone by and no security deposit has been returned, i called Routes and the girl said it will be 7 t0 10 and said sorry. well now going on 2 months and no refund has been given. i called again and was cut off from the call. now i cannot get through and if anyone is thinking about this place i would not go there. they tell you one thing and screw you in the end. i just want to say though, Kay was very Professional at her job, and i know this is not coming from her. but who ever is in charge and wants to not follow policy then you will not get my business again. My reservation # 106510

First time renting with routes and I rented a vehicle for 2 days from their YYZ Toronto airport location. When I picked the car up it had very obvious scratches, rock chips in the paint and damage to the windshield. I took a video and unfortunately a not very good photo. Upon returning the car they pointed out the chips to me. They are thinking it happened when I had the car which it did not. They said there are two chips in the windshield to which I pointed out that I have it in a photo. They then said there is a second chip which they don’t have documentation of. He said it’s infront of the drivers side at the bottom so I scrolled / zoomed in on my photo and showed him asking “ is it this one?” To which he went silent. When I asked to see the car again to see exactly what they’re speaking about he told me the one infront of the driver is OLD and that he’s not concerned with that one! He said that to me!! So then why was he asking me about it!? Then he said the one infront in the middle looks new which is the one I originally showed him. (The photo I have is from pick up time WITH the employee during the walk around. ) They are now submitting a claim for this damage which was not done whilst I had the vehicle which includes BOTH rock chips! I am definitely being taken for a ride with this and I feel this is all a SCAM. Nevertheless I will never use them again EVER and I will be telling everyone I know in my travels ( I work in the travel business) to never use them either. Already three people I have shown the photos to and they’re shocked and they definitely won’t ever recommend them either. AVOID THIS BUSINESS !!!!!! Absolute scam

Booked a rental, and requested a baby seat. A shuttle is required to get from the airport to the rental counter, which does not provide safe transportation for a baby, so the rental is useless, and I am having issues cancelling.

I've rented from Routes several times when flying into Denver and had nothing but good experiences. Although Routes is located "off site", it's only a ~15 minute ride on their free shuttle, right off Peña Boulevard. Over time, they've upgraded their office facility. They have excellent prices, and lots of 4WD Jeeps if you're going up into the mountains during ski season. Just remember to bring your proof of insurance if you want to forgo the CDW. On my most recent visit, I was helped by a brand new employee, Nasser, who was very helpful and thorough - even took pictures of the Jeep to document its condition for me.