Routes Car Rental

I called and spoke to an agent about the additional fees when picking up the and he was very helpful.

This is by far the worst rental car company I have ever experienced. I rented out of Denver airport for a trip to Wyoming. Three days into my trip I get an email saying I left Colorado; of course I did, that was the plan. I made the reservations for hotels and Routes through Expedia. So of course they cover their tails by showing the fine print at the bottom of the legalese mumbo jumbo, you may get charged more if you leave the state. Nobody at the counter ever mentioned this at all! I have gone round and round with at least 3 of their customer service agents with nothing but them saying it is my fault even though their employee never, ever said a word about me taking this car out of Colorado. So my 10 day rental goes from ~$250 to $700 due to the $325 fine for going where I planned to go, and now I don’t get unlimited mileage. Shady and very deceptive business practices, they cover themselves with tiny little print on a contract that you only see on their Ipad.

Price. Price. Price. And vehicle selection.

King is the man! Got me a good ride for a good price!

Brandon is wonderful to work with,very kind and patient

When we arrived at the shuttle with our reservation in hand, we were told by the driver that they had no more cars, sorry. What?? We had to find an Uber for a crazy price to make it to our destination on time. Why don’t they let us know beforehand that there wasn’t going to be a car?? Bad business.

Deceiving rates and policies. I recently made a trip to Puerto Rico and chose Routes because of the low rates. To my surprise and while I talked to the agent he shared that the company is offering low rates because is low season for them. After pulling my reservation the agent says that I have to take their insurance because my rate was below $10.00, I then asked the agent to upgrade the vehicle so I could use my insurance as I have done with every other agency for over 12 years. The agent said that this was a policy and when I asked to see the policy he could not provide one. So after a long day of travel the two options available were to cancel or pay $25 per day for Insurance on top of the daily rate. After finishing the process we had to wait 35 minutes for the vehicle we had already reserved. After reaching out to customer service they said that they couldn't help i had opted out on using my insurance and ignoring the claim about a policy they couldn't show proof.

Busy but King was able to make it happen. Clean vehicle and great customer service.

If I could give this company negative stars, I would. They have very deceptive business practices. I reserved a car on Orbitz and there was NO mention of an out of state additional charge. However, when you get into their shuttle van which took 45 minutes to show up at ATL, there was a piece of paper taped to the window mentioning an additional charge of $17 per day to go across state lines. At this point you feel trapped and without any other options. This is a horrible business that I will NEVER use again!

Misty was so kind and helpful, she made the renting process a breeze, will come back because of her!!

Email not come

The price is fantastic and the service from Mustafa was marvelous. He was courteous, professional, and effective with the checking in. The reason for 4 stars is the airport shuttle process. I'm not sure why, but the wait was very lengthy (40+minutes) even though I requested the shuttle at the airport as indicated in the emailed instructions. Perhaps there weren't many shuttles going that day or some other reason prevented this swift pickup. The driver was very good once arrived so no issues with customer service in that sense.

It took over an hour for the shuttle to show at the airport, I tried calling the office, but there is no way to get ahold of them. Once I finally got to the office, it took almost an hour to get my vehicle because the internet that they have was very slow. Also they charge a $500 deposit which was never disclosed up front... every other company charges a max of $300 but most are at $100-$200. Customer service is horrible and they charge way too much for not being a main rental car company

I booked a Europcar rental through Routes for £343, with collision damage insurance clearly included in the booking. However, at pick-up, I was forced to pay an extra £30 per day in hidden insurance fees. I mentioned to the staff that insurance is already included in my online booking, but he simply says its not showing up in their system therefore its invalid. The Europcar staff even threatened to withhold the car and refuse a refund if I didn’t comply. This added £400+ to my total, turning the cost into nearly £800. The so-called “deposit” was used to cover these hidden fees, none of which were disclosed upfront. I’ve escalated this to both Europcar and Routes, but still no response. Be warned – this feels like a scam between the companies to lure you in with low prices, then hit you with surprise fees.

Driver is good people

Great customer service and rates

Since last year had rented from Routes on trips in Hawaii, Denver, Florida and CA. This trip I tried to call for pickup at the airport. No one answered. Waited a long time for shuttle. Reserved a mid-sized car from Routes in Chicago. They didn't hold the vehicle. Gave me a Jeep instead. Rough ride bad for my back. Agent rushed me through the rental agreement and I didn't get any time to read it before signing. He then required a $500 security deposit on my credit card. At pickup the agent had me chose between instate unlimited miles or multistate limit of 200 miles a day in response to a sign posted on the wall about crossing the IL state line. Choose in state not knowing the sites of interest at my destination. That was a mistake. However, when I arrived at Hamilton, IL I decided to cross the bridge to Keokuk, IA to see two sites across the Mississippi for 2 hours and 40 miles of driving. Got an email with a GPS tag that I crossed a state line without written permission. Fined a daily crossing fee for every day of the trip not just for the day I went into IA even when the car was sitting unused while back in Chicago under the hotel for the last two days of the trip. The state line crossing fees were $186 which was added and more that the original 5 day rental fee of $168. Emailed the Routes customer service afterwards. They didn't address all my concerns about the rental just told me the crossing fee is stated in the Routes website. It made me feel like I broke the law. Total driving for my trip < 600 miles. I will rent from a different car rental company from now on. My response the the Routes reply. I have already send an email to the Routes costumer care site to seek a resolution and they didn’t address my concerns. That is why I posted this negative review. The agent's email reply referred me to their website. He told me to read the policies there and comprehend them. Another issue I have about being informed prior to signing a rental agreement is that I booked my car rental through Priceline and there is no notice or link to review Routes policies by booking that way. I did not use the Routes website. They should include their policies of rental and fee schedule as an email on confirmation of booking through Priceline. I received a notice from Routes today 10-31-24 for my road toll fees which I fully expected to pay while in IL. But beware, should you pay the road tolls as you go because Routes charged me a $50 administrative fee for $10 in toll charges while driving in IL. That high of a fee is excessive. I just finished another trip 10/30/24 in NE, KS and IA and rented a car from Alamo out of Omaha. It was a very good experience, unlimited mile, freedom to drive anywhere and no need for a security deposit.

DO NOT rent from this car rental agency. I stood in line for an hour to get service and only two people were in front of me. I received a car with rock chips after they told me I would be charged on the spot for rock chips upon return. The man helping me didn’t mention the current rock chips so I had to email them pictures to make sure they didn’t accuse me of getting them. They didn’t make it clear that if I went out of province that I would have to contact them and they charged me a random ridiculous amount of money, which was more than the original rental cost! And I only went 20 km versus 500 in province. Ridiculous! I called several times to clarify the matter as instructed upon receiving the charges and stayed on hold for over 30 minutes before giving up. I was left with impersonal service through several emails back-and-forth and they did not help me out in anyway, even though the rules were not made clear to me or I would’ve gladly followed them. On top of the ridiculousness, the agent who helped me basically forced me to give him a five star rating while I was at the checkout desk so that he could hook me up with a “nicer car.” Pay the extra 80 bucks and go to a recommended car rental like Dollar, Avis or Alamo, etc. They won’t screw you around like Routes in Calgary! You’re welcome! UPDATE May I add that your response here is useless. I’ve already been communicating thru email for days now and nothing has changed. As I looked at reviews 20% of your reviews are 1 star! All for the same problems that I’ve had. You’re clearly not doing anything to fix it so don’t give me your standard “we’re so sorry” response because it means nothing.

A major clusterf@&$. They do not abide by their own offsite shuttle pickup policy. Took more than half an hour for call center rep to pick up. Online booking also useless as booking credentials were not recognized. A very frustrating experience overall.

Our first time using Routes and Misty knocked it out of the park! She was so kind and helpful. Best car rental experience ever!