Complaints

This profile includes complaints for Routes Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Routes Car Rental

  5 - 3687 Nashua Dr Mississauga, ON L4V 1V5

• 

  Routes Car Rental USA Inc

  17411 E 81st Ave Commerce City, CO 80022

• 

  Routes Car Rental

  8443 McCoy Rd Orlando, FL 32822

• 

  Routes Car Rental

  3035 Orlando Dr Mississauga, ON L4V 1L6

• 

  Routes Car Rental

  9231 Beckwith Rd Richmond, BC V6X 1V7

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Through *******.com I rented a car with a new rental agency I hadn’t heard of, Routes Car Rental. I made my reservation and read through all policies to make sure all was ok. Once we arrived in *** airport at Routes to pick up our vehicle, the agent said they do not serve Georgia drivers license holders - only non Georgia drivers can rent a Routes car in Georgia. I looked back through all my documentation and it just says one must be 25 years old with a “valid driver’s license.”
  
  The agent would not let me pick up my car without adding a $240 insurance charge to the booking. I asked them to cancel and the agent agreed that they would mark my rental as “not picked up.” They instructed me to call ******* to have them call Routes and Routes would tell them my rental was not picked up and issue the refund.
  
  I did this and ******* said that Routes refused my refund, stating that their policies are clear at the time of booking. I just went into ******* again and walked through the steps of making a booking with Routes and you will see that there is ZERO reference to non-Georgia drivers being ineligible for a rental car with them in Georgia.
  
  I want them to refund me and I want everyone to be aware of this ***** company moving forward.

  Business Response

  Date: 11/06/2025

  Dear. ******** ******,

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience and confusion you experienced during your recent visit to our Atlanta location.

  We understand your concern regarding the Georgia driver's license restriction. As part of our rental policy, we are unable to rent to local residents at certain locations, including Georgia. This restriction is clearly outlined in our rental terms and conditions and is also displayed on third-party booking platforms during the booking process.

  We acknowledge that these details can sometimes be overlooked during reservation, and we will continue working closely with our booking partners to ensure such policies are consistently visible and transparent to all customers before completing a reservation.

  as your booking was made through a third-party platform, we would like to clarify that they are solely the merchant of record and the payment was made directly to them. This means any changes, cancellations, or refunds are fully handled and processed by the third party—not by us.

  While we have no authority to issue a refund in such cases, we will gladly communicate to them that the reservation was not picked up. That said, the responsibility to initiate and process the refund lies entirely with the third-party platform, and we strongly encourage you to follow up with them directly.

  We appreciate your understanding and will continue to provide any assistance needed from our side to help them process your request.

  Customer Answer

  Date: 11/06/2025

  Complaint: ********
  

  Thank you for updating my case to reflect that I did not pick up the rental car. Based on this update, ******* has now overturned their prior decision and processed a refund. Previously, they had stated that Routes refused to authorize the refund due to the booking being nonrefundable. Based on similar customer experiences I’ve reviewed, it seems commonplace for ******* and Routes to deflect responsibility onto each other when issues like this arise—especially when bookings are denied due to Routes’ local renter policy. 
  
  To help prevent future incidents, I respectfully request that you feature this local restriction more prominently on all third-party booking platforms. Currently, the only mention of this policy is buried in the fine print—while the main policy summary simply states “valid driver’s license.” A Georgia resident would have no reason to suspect a valid state-issued license would disqualify them unless they dig deep into your terms.
  
  Under the Georgia Fair Business Practices Act (O.C.G.A. § 10-1-390 et seq.), it is unlawful to engage in deceptive or misleading consumer practices. While I am not alleging legal wrongdoing, I believe the lack of clear notice regarding this local restriction could be seen as a material omission, particularly when it results in a denied reservation.
  
  I fully respect your right to set internal policies. However, because this one is both uncommon and consequential, it warrants clear, visible disclosure before a reservation is confirmed—not as a footnote after the fact.
  

  Improving this transparency would:
  1. Prevent customer frustration and wasted time
  2. Protect your brand from additional negative reviews on platforms like Reddit, YouTube, and Google
  3. Reduce operational friction from escalated disputes at the rental counter
  
  I consider this case resolved but hope my experience helps prevent future misunderstandings and protects other travelers from similar situations.
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:08/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2 day car rental through ******* from the Routes Car Rental location at ******* ***** airport - using a debit card.
  
  Arrived at the rental location and was told that they require a credit card for a deposit. Failed to provide alternative solutions, and refused to issue a refund - telling me that I would have to go through *******.
  
  Refused shuttle service to return me to the airport rental car center for alternative solutions from a different company. Had to get an Uber.
  
  While I waited, I witnessed similar treatment with other customers. Shockingly ********* practice to book rentals, and then turn people away without a refund. I am very surprised that ******* is wiling to put their reputation at risk by including Routes within the companies they represent.
  
  I ended up going directly through ***** - with a Debit card - because I was worried about experiencing the same issue a second time.

  Business Response

  Date: 11/06/2025

  Dear ***** *******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you experienced at our ******* ****** location.

  Please note that our debit card and deposit policies are clearly stated on both our own website and third-party platforms . At our Chicago location, a valid credit card is required for the security deposit, which is a standard industry practice aimed at ensuring vehicle protection. We understand this may have caused unexpected disruption to your plans, and we regret that alternative options were not adequately communicated to you at the time.

  Regarding the refund process, since your reservation was made through third-party platforms, the payment and refund policies are managed by them. However, we will reach out to  third-party platforms on your behalf to support the refund process and provide documentation, if necessary.

  We will also request you to reach out to them from your side for the refund process 

  We are also actively reviewing the service experience you described. We take such feedback seriously and will address it internally to ensure better communication and courtesy is extended to all guests moving forward but this is to let you know that we will not take this lightly and this should not happen with you or any other customer.

  Once again, we truly apologize for the inconvenience caused. 

  Let me know how more you would like us to help you and you can also reach out to me at my email [email protected] if any other concern you have  

  We highly value you and appreciate you sending it to us. 

  Customer Answer

  Date: 11/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  After going back and looking through the policy, I do agree that the information about debit card use is available. But I do not agree that it is readily available in a way that the average consumer would be able to easily find it or be prepared with the correct expectations or preparation. 
  

  I have ******** screenshots from the Routes website where the policy provides the detail about debit card use. It is buried within a significant amount of detail.  I do not see this as being clearly available to the average consumer. 
  

  This, combined with the fact that I was able to use a debit card through the 3rd party to pay for the rental, leads to a clear and reasonable expectation that debit card use would not be an issue.  
  

  Given the disqualifying nature of this specific policy point, there are many ways to make this more obvious throughout the rental process - both with the 3rd party and directly from Routes. An example of this would be to have a pop up box on the 3rd Party site requiring the consumer to acknowledge that a credit card (and proof of insurance) is required at time of car pickup. If the 3rd party refuses this, then Routes can send a follow up email immediately after the rental is secured with these requirements clearly stated as immediate “prepare for your rental” guidance. I received 3 emails from Routes with directions on how to get to the shuttle to get to the location - so this capability is clearly available. 
  

  Lastly, I oppose the statement that rejection of debit card use is standard industry policy. As stated in my initial complaint, I was able to secure the rental through ***** using my debit card. Yes, they required a couple of steps - including confirmation of my return flight to align with the rental dates. But ***** was very amenable to my situation, and there was zero tone of rejection or disqualification.  It was actually incredibly smooth and a non-event.
  

  I greatly appreciate the empathetic tone on the response from Routes. As well as the considerate offer to work towards a refund. On those points, I generally accept the response. But I would ask for Routes to consider the points above regarding ways to make the policy clear and obvious (especially given the disruptive nature of a misunderstanding), and to reconsider their view of industry standard on this specific policy point on debit card use.  For these reasons, I respectfully reject the response and request an additional response to confirm consideration. 
  

  Please know that my intent is grounded on the principle of helping others not go through what I experienced.  I’m blessed to be in a position where I can absorb the negative impact with minimal effect to my life.  However, I think about how this situation could have affected a young family traveling with young children. Or a single mom with a baby trying to make ends meet. I put myself in their shoes in this situation and I find it hard to not get emotional and upset. We, as a society, owe them better than this. And we, as a business industry, based on minimum standards of quality and service, owe them better than this.   
  
  Thank you for the consideration  

  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 23/06/2025

  Dear Mr. *******,

  Thank you for your detailed response and for taking the time to share your experience and suggestions.

  We truly understand your frustration and regret the inconvenience you faced. While our debit card policy is indeed outlined in the terms and conditions available at the time of booking, we recognize that critical requirements like this should be more clearly communicated—especially given the potential disruption they may cause at the time of pickup.

  Your feedback regarding clearer communication—such as prominent alerts or pre-arrival emails highlighting credit card and insurance requirements—is well taken. We are currently reviewing our customer communication process and will explore the feasibility of implementing additional reminders, particularly for bookings made via third-party platforms.

  Regarding your comparison with other providers such as *****, we acknowledge that policies across rental companies do vary. While many do allow debit cards, they often require specific documentation such as proof of return flight, which is not part of our current process. That said, we appreciate your perspective and will consider this in future internal policy discussions.

  We are also grateful for the considerate and constructive manner in which you’ve raised your concerns. Please rest assured that your feedback has been shared with our operations and customer care leadership teams.

  We appreciate your willingness to acknowledge the goodwill gesture in our previous response. Our goal is not only to resolve your concern but also to improve our service for future customers. If you have any further input or would like to continue this dialogue, please feel free to reach out directly at ************@******.ca.

• Initial Complaint

  Date:30/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 11th 2025 at 5:18PM (which was late on the clock)
  I was charged twice for the same service. They wouldn't take my word that I had my own renter car insurance, and trying to contact my auto insurance customer line the first time I was able to speak with a customer service rep. that was able to tell me what the Routes' employee(s) needed to hear, however when I went to put my smartphone on speaker, I accidentally hung up, when I called the customer service line back I spoke with a different person and I didn't get the same information, the Routes' employee did try to explain to the customer service rep. what they were looking for, however ultimately I needed to pay for auto renter insurance through Routes Rental Car. Once I had returned home from my trip. I contacted my insurance agent about the matter, and she gave me her thoughts. She agreed that I was charged twice for the same service and should reach out about my being refunded; she, my insurance agent also gave me advice on how to avoid this type of ***** in the future.
  I have provided proof of the original booking price of $168.01, Routes' statement showing a total charge on the 11th of $327.30, asking for the difference (when I booked I was asked about needing more/additional insurance I decline then, tried to state the same at the rental counter, they pressed the matter) I just had a recent encounter with ****** rentals and they did not press the matter when I mentioned that I already had insurance/declined to add more. ( so it is not an industry wide practice) I have also added my auto insurance agent's contact info along with relevant insurance timing of this matter, proving that I had paid for coverage that was valid and did not require additional auto rental insurance thus when I was pressured to pay at the rental counter I had paid twice for the same service, and that is ********

  Business Response

  Date: 11/06/2025

  Dear ***** *****,

  We apologies for the inconvenience caused. We have investigated this and we would like to get this resolved for you from our end to make sure this is fixed for you. As a gesture of good well we have sent you a cheque for $100 to your mailing address **** **** **** ** *********** *** ********* ** ***** and should be delivered to you soon 

  Apologies for the inconvenience from our end 

• Initial Complaint

  Date:29/05/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car last sunday online FROM routes car rental. When I show up to pick it up they told me because it was a truck (I chose a **** ****) they were not able to rent it because they could not provide collision coverage to me for being a truck. I told them this wasn't not specified on their web page. So they told me to call customer service to ask for refund. nothing more
  
  I did call customer service and they refuse to refund me because I didn't have insurance which is absolutely crazy. According to them I am supossed to have one when in the webpage does not mention anything at all.
  
  If they are renting they are supposed to provide an insurance or not rent this types of cars. I explained it wasn't my fault and that they should warn people about this or they should tell me that day to pick up another car because they were not going to refund me but no. They just keep telling there are not refund even when I went to pick up and the refusal was from them. ** ** * **** ** ** ******* 
  ******** *** **** **** ****** ** the webpage ***** only says you need to bring Valid drivers license, credit card used for booking and passport or id https://********** **** * ** ********* Rental policies when you book the truck ***** also doesn't mention anything about extra insurance.
  
  Also I would accept another car rental if they don't want to refund but it is a **** they don't let me take the car and now they don't want to refund

  Business Response

  Date: 05/06/2025

  Dear ****** *****,

  Apologies for the inconvenience caused.

  We understand your concern but as a good will gesture we have refunded the amount back to your credit card you should see that reflecting on your account with in 5 to 7 business days please check your statement accordingly. 

  We again apologies for the inconveniences caused.

  Customer Answer

  Date: 10/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  

  Still I have not any refund after 5 days. I will report on Friday 

  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:28/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to pick up my rental and was charged more than my reservation said. They would not give me an explanation why the price changed and refused to honor my reservation price I already paid in advance.
  The. The car they gave me steering went out on me while driving. I then had to take more time out of my vacation go back to the rental company at 6am I received no apology and was offered an exchange. I asked for a discount for being given an unsafe car and missing out on my vacation and they refused.

  Business Response

  Date: 05/06/2025

  Dear ****** *****,

  Thank you for your feedback.

  We have reviewed your reservation and would like to clarify that the charges applied at the time of pickup were correct. The only additional charge was for the Toll Pass, which was opted in at the counter and amounted to $59.24. No other fees or unexpected charges were applied.

  Regarding the vehicle concern, we sincerely apologize for the inconvenience caused during your trip. While the vehicle was promptly exchanged upon your return, we understand the disruption this may have caused.

  As a gesture of goodwill, we would like to offer you a 10% discount on your next rental with us. We hope to have the opportunity to serve you again and provide a better experience.

• Initial Complaint

  Date:26/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  m writing to formally request a refund for the vehicle I rented from your Orlando location at **** ***** **** from May 16–19. The ****** ***** (Vehicle #: ******) we were provided had a serious issue that rendered it unsafe and unsuitable for use:
  
  Defective Speedometer – The speedometer consistently displayed a speed 10–12 MPH lower than the actual speed, verified using both **** and ****** **** (in both MPH and KPH). This created a highly dangerous situation on highways, where we were unknowingly driving significantly faster than indicated. This could have resulted in speeding violations or accidents. Driving with a faulty speedometer is also potentially a violation of Florida safety regulations regarding safe vehicle operation. **** * ********** ** *********** *** **** ***** ******** ** **** *** *** ****.
  
  Routes asked us why we did not call nor come back for a better vehicle. We explained that we did not have cell service (were from Canada), and only realized the discrepancy upon almost reaching Lake Mary. We were 45 minutes from the rental location and we do not believe it is our responsibility to return a car that was not properly safety checked. We have pre-booked vacation activities that depended on the car and used *********** **** to verify accurate speeds.

  Business Response

  Date: 05/06/2025

  Dear ********* ********,

  We understand your concerns regarding the speedometer issue. Had you informed us during your rental period, we would have gladly assisted you with exchanging the vehicle to ensure your safety and comfort.

  We sincerely apologize for the inconvenience this caused you. As a gesture of goodwill, we have refunded $50 back to your account. You can verify this refund on your statement.

  We will make sure you have a better experience with your next rental with us.

  Thank you for your understanding. 

  Customer Answer

  Date: 09/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ********

• Initial Complaint

  Date:24/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally request a refund of the additional charge of $223.63 from Routes Car Rental for taking the rental car out of Illinois. I was not informed of this charge prior to my rental, and it is not mentioned in the terms and conditions of the travel voucher issued to me.
  
  Furthermore, I would like to bring to your attention that the front desk employee did not inform me about this additional charge when I was picking up the car. He only inquired if I was traveling out of Illinois state, without providing any further details regarding potential fees.
  
  Additionally, I must express my dissatisfaction with the condition of the vehicle I rented. The car made rumbling sounds, the air conditioning did not function properly, and the "keep hands on the steering wheel" warning sign activated randomly, despite both hands being firmly on the steering wheel. This situation made me feel unsafe while driving.
  
  I appreciate your attention to this matter and look forward to working with you to issue the refund.

  Business Response

  Date: 11/06/2025

  Dear ***** ******,

  We sincerely apologize for the inconvenience you experienced and fully understand your concerns. Please note that our border crossing policy has been updated and is now reflected on our website to ensure better clarity for future customers.

  As a gesture of goodwill and in appreciation of your business, we have processed a refund of $115—50% of the amount in question. The refund has been issued to the same card used at the time of booking, and you should see it reflected on your statement within a few business days. We kindly ask you to keep an eye on your account for confirmation.

  Thank you for your understanding. We truly value your business and hope to serve you better in the future. 

  Customer Answer

  Date: 11/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I believe it is unfair for me to incur expenses that were not communicated to me in advance. Had I been informed about the border crossing fees beforehand, I would have ensured that all necessary disclosures were made. It appears that these charges were deliberately concealed, and I should not be held responsible for them.

  In view of the above, I request a 100% refund.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:23/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the customer service desk at the Denver airport on 5/19/25 to pick up my rental car that I had reserved online. Without my permission, the rep added $49.00 of fees for insurance to my account. I had already prepaid for all fees & taxes. When I asked the man about the additional fees, he said he could not remove them. I explained to him that I had my own car insurance & did not require theirs. He again refused to remove the fees, claiming he could not. I asked to speak with a manager and he said there was not one. He said it was "impossible" to remove the charges even though we had not yet finalized the transaction. He began yelling at me over the counter, being very aggressive. I asked him if he could write down a number or an email that I could contact a manager, and he responded, I do not have a pen. I asked him again if he could write the information down for me, and he refused. It was only when I got my phone out and took a photo of him, that he decided that he could write the information down for me.
  He then threw the keys across the counter towards me and pointed towards the door. He told me I was to look for a silver ******. He did not show me to the vehicle. He did not go over the vehicle with me. He did not look at the gas, or the condition of the car. The vehicle has multiple scratches on it, which I took a picture of before I got in the car. It was also left with only a quarter of a tank of gas. I also took a photo of this as evidence if they tried to add on more fees.I took the vehicle and left the area because I started to feel unsafe in this man's presence and I was alone.
  
  I have tried emailing and calling, no response to either.

  Business Response

  Date: 26/05/2025

  Dear **** ********,

  Apologies for the inconvenience caused.

  We would like to inform you that we have refunded for $49.37 on the 26th May 2025 and the referance number: ****** and the refund has been made to the card ending with ****

   

   

  Customer Answer

  Date: 26/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:20/05/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rental car at Routes Car Rental in March, which was part of a package via ********* (********* Trip Number: **************). Upon arrival, I was asked to provide my driver’s license and a credit card for a $500 security deposit — a standard practice. However, I was then verbally informed of a “MANDATORY rental car insurance policy required by Florida law” and asked to provide my initials on a small digital device to agree.
  
  Hours later, I received an email with a rental agreement I had never seen before, bearing my RESIZED digital initials. Days later, I received an invoice (**********) via email, and a $352 charge was posted to my credit card — for optional add-ons I had neither requested nor authorized.

  Business Response

  Date: 22/05/2025

  Dear **** ****, 

  Apologies for the inconvenience caused. We will be sending you the check to your mailing adress **** * ******** ***
  *** ****** ** ***** for $352

   

  Customer Answer

  Date: 22/05/2025

  
  
  Better Business Bureau,
  

  Thank you for the update!

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Please forward my accurate mailing address to the business:
  

  ******* ****
  **** * ******** *** **** ****
  *** ****** ** *****
  

  Thank you again for your help!

  Best,
  
  **** ****

  Customer Answer

  Date: 06/06/2025

  
  
  Complaint: ********
  
  
  This resolution is satisfactory to me, but please use the accurate mailing address below:

  ******* ****
  **** * ******** *** **** ****
  *** ****** ** *****
  
  
  Thank you,
  
  **** ****

  Business Response

  Date: 11/06/2025

  Dear **** ****,

  Thank you for your response and for confirming that the proposed resolution is satisfactory.

  We appreciate your patience and would like to ensure that everything proceeds smoothly. We have already sent the cheque to the mentioned mailing address and you should see the same reaching you soon 

  Customer Answer

  Date: 17/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:19/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 11, 2025, we rented the car in Denver Colorado. At the time of rental, we told them we had private insurance and would cover the rental car in case of an accident. We were then informed by the agent working the desk that we did not have coverage and if we wanted the car, we would have to purchase the supplemental insurance that they provide. We disagreed and even contacted our insurance about the situation. By the time we actually got to speak with an insurance agent. We had signed the contract for the car not knowing that the insurance was put on it. We were charged over $250 for insurance that we did need and did not want. We were given an email that we could send the request for the refund too because they said they did do refunds at that office. The agent for the rental company even spoke with my insurance agent and was informed that we did have coverage. His response was too late. already signed the contract. All I want out of this is a refund. I’ve already made a claim with the credit card company ******* **** **** *** ******* ******* **** **** **** ***** ********* *****. They also put a $500 hold on our credit card for a deposit. Luckily we got the deposit back, but they will not refund for insurance asI’ve already been in contact with them multiple times.

  Business Response

  Date: 22/05/2025

  Dear ***** *****,

  Thank you for your submission.

  We understand your concerns regarding the insurance charges and apologize if there was any confusion during the rental process. Our rental policies, including insurance requirements, are clearly outlined at the time of booking and reiterated at the counter upon vehicle pickup.

  While we respect your position, customers are required to provide written proof of valid insurance coverage that explicitly includes rental vehicles. In cases where such documentation is not presented, the optional Collision Damage Waiver (CDW) is offered and may be added if the customer proceeds with the rental. Signing the rental agreement serves as acknowledgment and acceptance of the charges and terms presented at that time.

  We understand that your insurance provider may have confirmed coverage after the agreement was signed; however, the rental agreement was finalized based on the information and documentation provided at the time of pickup.

  As this matter is also under dispute with your credit card company, we will defer to the outcome of that investigation. Should you require further clarification, you are welcome to email our customer care team at ************@******.ca.