Routes Car Rental

One star because they don't offer NO STARS Posting this under 4 stars so everyone gets fair warning that you are about to deal with the worst car rental company known to man (or woman). Covert tracking of your travel, hidden charges, relentless pursuit of unauthorized after-the-fact charges. If you use them, then BUCKLE UP for a very unpleasant experience!

We rented a vehicle in June of 2024. We paid in advance but they wanted to put our card on file for incidentals. We received our contract signed off when we returned the car showing nothing was wrong and no moneys were owed. Once we got home, they continue to charge our credit card. Its been just shy of 8 months and we are still receiving and disputing charges from them. We've called and cannot get a representative to help us, he just says that we owe the charges. This company is a scam.

King was a big help!! Smooth and quick transaction.

Update: I sent an email to their"customer service" no accountability was taken - blamed me and when I booked. Again terrible hidden fees. BE AWARE We rented a vehicle for two weeks in Orlando. After renting vehicles all over North America and Europe we are pretty experienced with the process Check in was easy, but questionable. We had two proof of insurance from both my credit card and from CAA/AAA which we confirmed with both ahead of time it was sufficient. The lady at the desk said it wasn't and there would be a charge (I signed for it so that is what it is). Then she asked for the deposit which I ensured was just that which was confirmed. I added a second driver no problem, as we were walking away she mentioned that all tolls are included and we never thought anymore of it. The two weeks with their rental there were no issues. However on return home I noticed my deposit was not being refunded. After inquiring with Routes they confirmed that there was a $181 USD charge for the sunpass and the extra unsure was over $250 USD as well. This is after my rental was fully prepaid on Expedia. In total I was charged an extra $1000 CAD which they have no stopped responding. Also there was a fee of $65.00 USD for a pre loc surcharge even though it was a 15 minute shuttle ride to and from - not including wait times. They did not send an email confirming a return of the car and I had to ask multiple times for my invoice. What we thought was a great two weeks with a new to us rental company turned sour and we will not use Routes again.

Atlanta GA: The Car rental is a shuttle ride away from the offsite Car Rental Center. This adds time. There was a lengthy wait to obtain the vehicle. It took 2 hours from the point of deplaning to departing the car rental station. (1 bathroom stop, carryon luggage only) There is an additional charge 16.99 per calendar day (not the typical 24 hour car rental day) for crossing the state border. Our border crossing total was 83.59 for less than 72 hours. The car itself was fine. We were charged 132.71 fuel charge even though the car was returned full. I called immediately from the airport but there was no answer to the phone after 14 minutes. The phone number connects to a service that cannot help. Email responses were not helpful. 20 days later the excess fuel charge has not been resolved. Company does not offer customer support --------------- Update: I have sent multiple emails and have spent hours on the phone and their response is always the same. “Send us an email”. Note their reply on this site is right on target --------------- Day 25 Update: Received 3rd email response from customercare @ routes.ca: On Jan 31, 2025, at 2:27 PM, Routes Car Rental wrote We want to inform you that the team handling your request is still actively working on it. We apologize for the delay and any inconvenience this may be causing. We kindly ask for your patience as we continue to address the matter and will keep you updated through this email. Please let us know if you have any additional questions or concerns. Thanks & Regards, ​Lisa --------------------- Day 34 Update: Received 2 more emails from Routes From: Routes Car Rental Sent: Sunday, February 9, 2025 2:49 PM Subject: Re: Fw: ROUTES CAR RENTAL - Invoice for R/A No.: ATL-87998 Dear Margaret,​ Apologise for the delay in response. This is to keep you posted that this case is being handled by our concerned department at the moment, we sincerely apologize for the delay and the frustration this is causing you. We request you to bear with us for the time being and we will keep you posted with the latest updates regarding this case in this email itself. Your patience is highly appreciated. Thanks & Regards, Kezina CTI0150 Customer Care Specialist |Routes Car Rentals On Sun, Feb 2, 2025 at 7:09 PM, Routes Car Rental wrotee: Dear Customer,​ Thank you for your patience as we continue to investigate your recent inquiry. We want to ensure that we address all aspects of the situation thoroughly and accurately, which is taking a bit more time than initially anticipated. At this moment, we are still gathering all the necessary information to provide you with a comprehensive response. We will update you on the progress as soon as possible, and we appreciate your understanding during this process. Please don’t hesitate to reach out if you have any questions in the meantime. We’re committed to resolving this for you and will get back to you with further details at the earliest. Thank you again for your patience. Thanks & Regards, Sam Logan CTI0169 Customer Care Specialist |Routes Car Rentals

Bryttanie did an amazing and very friendly

We booked a car and paided the extra for "full coverage insurace" during booking. When we arrived at the counter to pick up the car, they hit us with over double the original booking fee in extra charges, including Insurance as the staff member stated "Full coverage isn't actually full coverage you nead a lot more insurance" by this stage we had missed the cancellation windows for a refund of the original $600 and i walked out having spent close to $2000. The company is now also harassing me making threats for an extra driver charge that we did already pay at the counter when we picked up the car. Total scam stay away!

An erroneous charge of $139.93 to my credit card by Routes Car Rental for allegedly taking the rented vehicle out of State. Upon the return of said vehicle May 22, 2024 I told the girl at the counter that I didn't AND the full amount was paid and affirmed by Routes employee, Sofia, at the counter of Routes Car Rental, 17411 E 81st Ave Commerce City, CO 80022, for car rental including insurance, through H* Inc., a travel booking app and online travel marketplace that sells rental cars. After picking up the vehicle that was given to me on May 16th 2024, having driven over one (1) hour I received a phone call from Routes Rental Car employee Sophia, who asked me not to shut off the vehicle!! She said that the vehicle key faub was NOT the correct one. She then asked me to look at the license plate and compare it with the key label. It was a different license plate number. She told me that I had to wait where I was at in the town of Fort Morgan, Colorado until someone to arrive with the correct key faub AND I couldn't shut off the vehicle. 1: This meant that I would have to remain inside of the vehicle without drinking anything for fear of having to go to the bathroom. 2: I also would have to make sure the vehicle was not turned off for air conditioning. 3: Not able to leave the vehicle to ensure it wouldn't be stolen. My hope was that the erroneous error be resolved expediently by REMOVING the $139.93 charge. My credit card company having investigated this charge and with no replies for requested correspondence from Routes CAR Rental - denied the added out of state charge in July. Eight (8) months later I received an email saying that I owed this company out of state driving charges with interest. They also notified me by email that they sent notification in the mail which I had never received and will proceed to send me to collections if I don't pay the out of state charge.

Bryttanie was absolutely amazing! I loved her exceptional customer service and extensive area knowledge. She was the highlight of my day—extremely kind, pleasant, and personable.

I was shuttled by a courteous driver at the airport. He was very kind and polite. I waited in the rental car approximately 10 minutes and was met by an agent named Brittany. She was fantastic very kind and helpful. I had very little down time and was able to obtain my rental very quickly. I was totally impressed . Thank you everyone for exceptional service 😊✌🏽

My rental was cancelled by routes after I had arrived and signed all the paperwork. Routes stated that the renal had to be for the entire time based on my airline booking. I reviewed the rental policy and based on that policy, I should have qualified for the rental. Since the agreement was cancelled by Routes and not me, I requested a refund but was not given one. Routes stated that I did not "have a valid flight in and flight out tickets at the time of rental" however I did. I showed that to the agent and she agreed that I had a round-trip ticket. The issue she stated was that the rental was not for the entirety of the dates I was in Florida. Based on Route's Rental Policy, it states "All renters who cannot present proof of a round-trip airline ticket that includes the rental period are considered local renters." I had proof of a round-trip ticket, and the date I wanted to rent the vehicle was within those dates. The policy does not state the rental dates had to be in the entirety of the of the round-trip ticket, it only says it has to "include" the rental period. If that is what Routes wants, then it should be explicit on the website and in the rental policy.

We used the Routes rental car center at the Atlanta airport. Ayana helped us get our car rental and can I just say, she was awesome. She was so friendly and professional. King helped as well and wow, he was great. Between the two of them, we got exactly what we needed. I was so relieved and happy. It is worth mentioning that our shuttle driver DeShawn was great too. He explained to the bus very carefully how pick up and drop off worked, the hours of operation and how to get help. He also gave a great lunch recommendation for a nearby restaurant that was running a $6.99 burger and fries deal. We went there for lunch because of his recommendation. Honestly, such a great staff. I was really impressed. It can be stressful to travel. Ayana, King and DeShawn made it much much less stressful.

Melissa was very pleasant, knowledge, and made picking up my rental a smooth process.

Randall went above and beyond to help me find a car when others were sold out. Thank you!

I had a smooth process checking in to get my car. Personnel was very helpful.

Sid: was great I appreciate you helping me getting a car from him was a treat .. he is a lovely asset to the company ! cheers to Sid and routes

Routes - Satisfied with my first rental in Chicago. Renting for a 2nd time.

Tino Farrington provide me with professional service and check in time was quick and efficient

Booked online for a rental in Houston. Location is offsite airport in an unmanned trailer in a long term parking lot. All communication is done through video chat on a pc in the office. Once there you are required to take undisclosed additional insurances to rent their cars (like tire insurance???) my first clue should have been the other people waiting outside. Everyone had the same experience and were trying to get back to the airport to rent cars elsewhere. Only real human around was a guy washing a car who didn't speak English. I give this company a negative rating. They have since tried to charge my credit card 2months later and I never rented anything from them. AVOID!!!

SCAMMERS DO NOT BOOK WITH ROUTES RENTAL. CHECK TRIP ADVISOR FOR REAL REVIEWS ALL THE 5 STAR REVIEWS HERE ARE FAKE. They will say you need SLI insurance. You don't need this. It's optional in florida. They will also say you need to pay for the toll pass which you don't need to do. Once you book through skyscanner etc you shouldn't have to pay any other fee.