Routes Car Rental

The worst car rental experience! I requested the Vancouver Airport Shuttle, as it did not seem moving after 20 min, I called. She said wait for 10m, after 15m of wait I called, another person picked up. He did not listen to me and while I was confirming my location he hung up!!! In the end, after 1h of waiting the shuttle arrived, without any greeting just took us to the office.

Routes was great! Great price...Great customer service, great vehicle :) And Tony was well veresed and friendly!!!

I arrived as they were closing and they accommodated me with a comfortable car and great service.

Easy and fair price so far. Have not actually rented the car but only booked it.

Worst experience I have ever had renting a car. Couldn’t get ahold of the Shuttle to come get us. Took an uber only to have the counter lady become rude when I declined the toll pass. Told me that I would not be able to use the highway which is a lie. I can pay tolls on my own. Once I refused the toll pass they then told me my insurance was not good enough and I couldn’t get my car. I prepaid online so now no one can help. 10 minutes later the manager says the insurance is good enough. Make it make sense

The service is extremely slow, and there is constant pressure to purchase additional products. On top of that, the information provided varies depending on the staff member you speak with, which can put your rental at risk. Some employees are also quite rude. Overall, I would not recommend this place.

Routes car rental out of Orlando Florida is not a car rental place you want to deal with. I already tried to talk to them. They changed my credit card $1115 for a windshield that nobody saw anything wrong with it until a week later. If there actually was a windshield problem it could have been fixed for $220 from Safelite. But they changed my credit card $1115 instead and won't answer phone or reply to email now.

Great, Brittanie and Hitasha was fantastic! Very pleasant and friendly, this is the way customer service correlates to customer satisfaction. Very happy with the service! Thanks!

Our arrival in Orlando was delayed as soon as we had permission to contact the Routes desk, we did so but no one answered. The counter closes at 2:00am and we arrived at 1:55am, we were advised that there was no more shuttle and that the counter was closing.The young man told us that he was closing and that it was not his problem. We tried to get a refund but no Tom who work at Routes, decided that we were not entitled to a refund. 2025-02-20 48 hors begore cancellation, we were on the plane snd the flight arrived late in Orlando, There was no 48 hours, we caller as soon as they told us in the plane that we can use our phone. So dont give us any excuse, your services are the worst and even the other rental car company in the airport told us that.

The customer service.

ANOTHER UPDATE FEB. 21, 2025 My response to an email (in parenthesis below) that I received this morning: Hello, It was your billing mistake, so your company can/should have corrected your billing mistake as soon as Anwar called me on Feb. 18 and admitted your mistake! Furthermore, I sent the attached signed form on Feb. 18, 2025. It is attached again. Since, I believe your company is trying to commit fraud, I have copied our correspondence with your corporate office, and have posted them on Trustpilot and Yelp and I have formally contested the charge with my Credit Company. Colleen C. (Hi, I called you and left a message in regard to the refund. I haven't received the signed refund form yet. Please resend it to this email so we can process the refund. Thanks) UPDATE: 2/18/25 I will sign an attached refund form you sent me, and EDIT it to MEET my satisfaction. You made the mistake in billing me and I need you to reverse the charge of $704.49 removed immediately! I will not sign a document releasing me of rights to dispute YOUR mistake on my credit card. It was your billing mistake. Also, I returned my car damage free, and I am awaiting my $500 damage deposit to be refunded as well. I will not relinquish my rights to dispute your errors until I see the amounts reversed on my credit card. Rou was the agent who helped me and his manager on duty. I did not get her name.   I paid for and reserved a 7 passenger SUV Dodge Durango or a similar vehicle in January.  When I got there, they TOLD ME they had a Ford explorer for me for my fullsize SUV and that was the same price for what I reserved and paid for.   I was asked for my insurance declarations page and agreed to pay for the SunPass (12.99 a day) and a $500 damage deposit. AND that was it.  I have my receipt.   My cousin (and other family members were with) and we discussed an upgrade to a van, but Rou and the woman he was speaking with said that would be an ADDITIONAL $600. So I declined it.  I didn't see or sign anything that was $600.   I returned the car damage free on Feb. 17, and I went inside to asked for a final receipt.  An agent told me I would receive it as an email in about 20 minutes. I got on the shuttle, got on the plane and headed home. Now, I have received a bill for $780.76 (including a $600 upgrade fee!).  This bill discrepancy needs to be rectified immediately.  As, I will be contacting my credit card company and contesting the $600 upgrade fee and alerting them that your company is trying to scam me.  And to think, she asked me to give Rou and good review! FYI, I am a journalist, and I will also be posting my experience on Yelp, Cheap Air.com, your website and social media sites. And I will also be contacting the Florida Better Bureau!

Hitoshi was great!

Note that they will not let you cancel or change your booking even by one day if you have booked with Expedia or a third party! And Expedia has a no cancelation policy!

HITASHA was very helpful

This company scammed us out of 300$!! They make you pay on the website, but when you go to Pick up the car, that add almost double in fees, and if you don’t want to pay, or you only have a debit card, they refuse to refund your money.

Horrible!! When I got to the airport and put in my reservation number to get a shuttle it said it was not found. Then tried calling (3 ppl on different phones) & on hold for 30 mins then rings and prompts to leave a message. I was stuck at the airport. Had to rent from another company. Disputing the charge, still no return phone call from company.

Routes en Miami, son unos estafadores. Esperamos por 4 horas el carro a pesar que fuimos al horario pactado de entrega y cuando nos lo iban a entregar nos dicen que el seguro que nos habían ofrecido y que nosotros ya habíamos pagado por la web estaba mal y que debíamos pagar 100 dólares adicionales diarios de seguro! Ante nuestro reclamo no nos quisieron dar de baja la reserva ni devolver lo que ya habíamos pagado!. El que atendía, un pelado latino era muy insolente (tenía una camisa de MexCar) . Nos robaban en la cara y no solo a nosotros, a todos le decían lo mismo y toda la gente enojada. No alquilen aquí, son estafadores, ya estamos enviando a Expedia y demás toda nuestra experiencia y solicitamos que la saquen de listado a esta empresa por informar falsamente. Lo que contestes por web cuando vas a retirar el vehículo te dicen que no sirve y te suben 400% el costo estando ahí y haciéndote hecho esperar 3 horas.

Zee hooked us up! Great customer service. Very quick and informative

Hitasha made my experience excellent. Extremely professional with exceptional customer service. I would definitely recommend this company! I will be renting my next car from here.

This is the worst car company I have ever rented from. Paid 4 times the amount I was quoted and wasn’t even told anything and to just scroll thru a contract that I was told to sign and to not read it. Now I’m stuck with a bill for $350 more than I was quoted! Never will rent here again and will let everyone know not to also.