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

  3035 Orlando Dr Mississauga, ON L4V 1L6

• 

  Routes Car Rental

  8443 McCoy Rd Orlando, FL 32822

• 

  Routes Car Rental

  3901 Mannheim Rd Schiller Park, IL 60176

• 

  Routes Car Rental USA Inc

  17411 E 81st Ave Commerce City, CO 80022

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:19/05/2025

  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 had booked a rental car through Economy Bookings on April 6th, 2025. The booking was rerouted through Routes Car Rental. Richmond, Vancouver BC from May 1st to May 8th 2025.
  When I reached the car rental company on 1st May 2025, I was told that the vehicle is allowed to be driven within the province, where as the agreement allowed car to be taken across province with written permission and extra charges would apply.
  I was advised by rental company that they would put a note that the rental was refused.
  I rented car from another company the same day and at twice the price and had to go a lot of inconvenience and hassle with my family.
  A full refund is requested.

  Business Response

  Date: 22/05/2025

  Dear ******** ***,

  Thank you for bringing this matter to our attention. We understand the inconvenience caused and apologize for the experience you had.

  As per our policy, which is stated in the terms and conditions agreed to at the time of booking, our vehicles are generally restricted to travel within the province unless prior written authorization is obtained for out-of-province use, and applicable fees are paid. While the customer was informed of this policy upon arrival, we acknowledge that the requirement may not have been sufficiently highlighted by the third-party booking platform.

  Since the rental was not fulfilled and the reservation was marked as "refused" at the counter, we will review the file internally to confirm all details. If it is verified that no vehicle was taken and no charges were processed beyond a potential booking fee, we will coordinate with the 3rd party website regarding any eligible refund, as payment was made directly to them.

  We kindly request you to also reach out to 3rd party website for the status of the refund, as they are the merchant of record for the transaction.

  For any further assistance, please contact us directly at ************@******.ca with your reservation number and full name. We are committed to resolving this matter fairly.

  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:19/05/2025

  Type:Customer Service 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.

  arrived at denver international airport on the 14th of May 2025, proceeded to Routes car rental to pickup vehicle reserved through *********. Car rental confirmation # ********** rental dates to be from 5/14/25-5/25/25. Routes representative would not accept my **** full coverage insurance as coverage on the rental vehicle stating that my coverage would not cover rental vehicle if it were damaged, I contacted my insurance provider **** and confirmed with them that YES my policy would cover the rental vehicle, I also had **** email Routes car rental confirmation of this coverage. To which routes representative still denied my coverage and required that I either pay $29 per day extra for their insurance on the vehicle or forfeit renting from them. I had no other choice than to accept the rental as the representative was being pushy and said that I needed to complete the rental quickly as he had other people waiting and did not have time to deal with this further and was going to cancel if I did not agree promptly. I am from Texas and only in Colorado to attend my daughters graduations from college and high school and on a time crunch and therefor accepted. My husband contacted another of their offices via phone to attempt to fix the issue and was told by them that I was denied using our insurance due to only having a $1,000 deductible on our personal policy and that by their policy they require a $3,500 deductible which makes no sense whatsoever. My husband has also called ********* who the rental was scheduled through and ********* said that there is no mention of deductible in the routes policy that they have access to or can see, so they do not understand either as they say my insurance should be sufficient to cover the rental. ********* has also filed an inquiry with Routes ca rental in hopes of resolving this issue. * ******* **** ** ** ********* *** ********** *** ********** ********** ******** ******** ******* ** ****** *** ****** ** ***** *********

  Business Response

  Date: 22/05/2025

  Dear ***** *****,

  Thank you for sharing your concerns regarding your recent rental experience with Routes Car Rental at Denver International Airport.

  We regret that there was confusion surrounding your **** insurance coverage. Our policy requires certain coverage criteria to ensure adequate protection for rental vehicles, including deductible thresholds that sometimes differ from personal insurance policies. We strive to clearly communicate these requirements to our customers to avoid any misunderstandings.

  Regarding the $29 per day insurance charge, this is a standard supplemental coverage fee offered when personal insurance does not meet our policy requirements. We apologize if you felt pressured during the rental process; it is never our intention to rush or cause discomfort for our customers. Our representatives are trained to balance efficiency with excellent customer service, and we will review this matter internally.

  We understand that your husband has contacted our office and ********* to seek resolution, and we are committed to cooperating fully to clarify and resolve this issue. Please rest assured that we take all concerns seriously and strive for transparency and fairness in all our dealings.

  If you would like to discuss this matter further, please feel free to contact us directly at ************@******.ca.

  Thank you for your understanding.

• Initial Complaint

  Date:16/05/2025

  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.

  I booked a car with routes using ******* and there was no mention of an airline ticket required. I arrived on site on pickup day prior to pickup time and after waiting nearly an hour on line the front desk refuses to rent to me because I did not have an airline ticket. none of ******* communications specified this was a requirement. The gentlemen told me there would be a 50 dollar charge if I failed to cancel through *******. ******* didn't let me cancel and made me call Routes. I was on hold with routes for almost an hour. The guy who answered the phone barely speaks any English and gave me attitude the entire time when I told him I wanted to cancel in order to avoid the 50 dollar charge... After 15 minutes on hold he hung up the phone on me. **** ** * ******** * ****. I am writing this complaint to serve as additional evidence in case routes decides to ************ charge me some cancellation fee. They don't allow customers to cancel on time. This 50 dollar cancellation fee thing is a ****. I will be going to the federal trade commission about this also

  Business Response

  Date: 22/05/2025

  Dear ****** ******,

  Thank you for sharing your concerns. We understand your frustration and apologize for the inconvenience you experienced.

  Please note that our rental policy requires customers to have a valid airline ticket for certain locations, which is communicated at the time of booking on our platform and in our terms and conditions. We regret if this was not clear in your 3rd party website communications.

  We do not charge any no show you would need to speak to 3rd party for any information related to that this is not under our control 

• Initial Complaint

  Date:14/05/2025

  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.

  Location: Denver, CO
  Date: 5/14/25
  Transaction amount: $50.97
  
  On Routes website their insurance policy states:
  “If declining CDW, renter must present proof of coverage which includes the dollar amount covered. When using credit card coverage (only ***** ******** ********* ********** ) or online-purchased insurance, proof must include name, address, and policy number of insurer. Renter is responsible for any third-party claims. Supplemental liability insurance (SLI) is optional and is a secondary insurance product that increases liability limits up to $ 500,000 USD, from the minimum statutory liability limits already included in the rental rate. SLI can be purchased at a cost not to exceed $16.99 USD per day.
  
  I was forced to purchase the $16.99 liability insurance although it clearly states this is optional. I used a credit card card and showed proof that my **** card covered the minimal requirement to meet the CDW coverage. The manager at the Denver location told me the only way the liability is waived is if I purchase CDW through Routes. Although the website states that if CWD is denied you have to show proof which I did with the card - and they accepted. If it’s not accepted through a card then why would they offer the extra liability? I did two rentals with them and my first one was approved by the customer service representative with no extra charges.

  Business Response

  Date: 16/05/2025

  Dear ****** ******,

  Thank you for bringing this matter to our attention.

  We understand your concerns and apologize for any confusion regarding the insurance requirements at our Denver location. As per our policy, customers may decline Collision Damage Waiver (CDW) if they provide acceptable proof of coverage, which you have indicated was shown at the time of rental.

  Please note, however, that Supplemental Liability Insurance (SLI) is a separate product that may be recommended depending on specific rental conditions and the evaluation made by the local branch at the time of pick-up. While the policy does indicate it is optional, in some cases our staff may strongly advise it based on perceived coverage gaps or risk exposure.

  That said, we take your feedback seriously and are reviewing this interaction with the Denver team. If you believe this charge was applied in error despite presenting valid documentation and declining SLI, we kindly ask you to email our Customer Care team at ************@******.ca with your rental agreement and supporting documents. We are happy to re-evaluate your case and assist further.

  We appreciate your past business with Routes and thank you for giving us the opportunity to clarify.

• Initial Complaint

  Date:12/05/2025

  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.

  I attempted to rent a vehicle from this company today 5/12/2025. Upon arriving to the rental location there was a big sign that says they don’t rent to locals. That’s fine that’s their policy, what isn’t ok is that the same sign should be as big and as bold as the sign on the door but it’s not. They essentially just took my money with absolutely no service provided, no refund nor an offer for At the minimum of rental credit. **** ******* ** *********

  Business Response

  Date: 16/05/2025

  Dear ***** ******,

  Thank you for reaching out and sharing your concerns.

  Please note that we have not charged you directly for this reservation, as it was made through a third-party booking platform. As such, we kindly recommend contacting the third-party provider directly to request a refund—they should be able to assist you further in this matter.

  We understand that situations like this can be frustrating, and we genuinely strive to offer a smooth and transparent rental experience. While there may be some misconceptions about our company, we want to assure you that we are committed to doing our best for every customer and addressing concerns fairly.

  If there is anything else we can help clarify, please don’t hesitate to contact us at ************@******.ca.

• Initial Complaint

  Date:10/05/2025

  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.

  On may 19th i paid for a car rental threw routes from $847.34. $500 of that was a holding fee. Despite numerous e mails where they say they are going to refund the money they have not. There have been so many excuses to the last one being to call a phone number in GREAT BRITIAN!!! I hàve spoken to my bank and credit cards many times and they say there has NEVER been a release of the holding fee!!! These are not ALL of the e mails, just some to show the run around and unkept promises of the last yr. I want my $500.00 owed to me back! Please help. Thank you. ********. *******

  Business Response

  Date: 16/05/2025

  Dear ******** *******,

  Thank you for bringing this matter to our attention, and we sincerely apologize for the continued frustration and inconvenience you’ve experienced.

  We understand your concern regarding the $500 security deposit and the delay in its release. Please note that security deposits are typically released automatically after the vehicle is returned in good condition, but the timeline for the funds to reflect in your account can vary depending on your financial institution.

  That said, based on your report and communication history, it’s clear that this issue has not been resolved appropriately. We take this very seriously and want to ensure you receive the refund you are owed.

  To move forward, we kindly ask that you email us at ************@******.ca with the following:

  Your full rental agreement number

  A copy of your bank statement (with sensitive information redacted) showing the charge and the lack of refund

  Any email correspondence you’ve had with our team

  Once received, we will escalate your case internally for immediate review and resolution.

  Again, we apologize for the delay and thank you for your patience as we work to resolve this promptly.

  Customer Answer

  Date: 17/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  First the letter had no name at the bottom, therefor we do not know whom it came from at routes orwhom I am to contact at routes?

  Second i contacted the last person i delt with at routes over the last yr, ******** at 1*** *** ****.  He remembered me, and i told him i was on holidays and do not have access to all the paperwork they want, but he does, and if i were to send a copy of it all there would be about 80 pages!   I gave him myBBBID number and my routes bookingnumber *********.   Despite having a very bad connection where i am on holidays he said he got that and had all the paperwork needed.  We tried to connect again and were unable to. 

  Then i got a voicemail from some ******** ******** call him, no number left!  I searched the umber and connected with acustomer ser ices somewhere, and they said ****** was the manager.  He said he reviewed my case.  But ihad to spell my last name to him 4times and first name twice with a good. Onnection. 

  Thenhe said he reviewed my case and the money had been RELEASED TO ME!  I said released, did it ever go into anac ount of mine?  When and wheredidit go into an a count of mine, i want to know,  he said he didntknow but he believed the money had been RELEASED to me!  I TOLD HIM I HAD BEEN TOLD THAT BY DIFFERENT PEOPLEBUT IT HADNEVERBEENPUT ON MY CREDIT CARD OR INTO MY ACCOUNT EVER! I told him I wanted him to show me where, with proof where it went into one of my accounts,Not released!!!

  I explained again, (and it's in the complaint and file) that I had lost the credit card, it was NOT put on that card, and there is NO SUCH CARD ANY MORE SO DO NOT TRY AND PUT IT BACK ON THAT CARD!!  I said I can give you the number of the replacement card or you can send me a cheque's and he ANGRILY SAID NO, NO BECAUSE THAT IS NOT GOING TO HAPPEN!!!

  I was shocked,heard all this before and saidwell thereafter Busi essBureauhas a time limit on this,for me toget mymoney back,and it's not another year!

  I would appreciate itifyou e mail me ASAP with your findings at patty_*******@*******.com.  do not try to reach me by phone as it is unreliable where I am on holidays 

  He just said Goodbye 

  This just sounds like the run around I have gotton for the last yr.  Changed from person to person,  hearing yet again,thefunds were released, whatever that means, but never got into my account and being told to callmy bank to finally given number I great BRITIAN to call!!!

  When's this nightmare going to end and where ismymoney going to be deposited.  That credit card is no Longer AVAILABLE

  SORRY THIS WAS DONE IN A HURRY

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

  Business Response

  Date: 22/05/2025

  Dear ******** *******,

  Thank you for providing the information. We have conducted an in-depth investigation regarding the pre-authorization charge on your credit card.

  After a thorough review, we have determined that the issue does not originate from our side. It appears that the pre-authorization problem is related to your credit card no longer being in service. Unfortunately, we do not have control over the actions taken by your credit card provider in such cases.

  We have been in contact with our payment gateway, and they have confirmed that the decline was due to your credit card company blocking the transaction for reasons beyond our control.

  To resolve this matter, we recommend you contact your credit card company directly. They can provide detailed information about your card status and possible solutions, such as reactivating the card or offering alternatives. For your convenience, our payment gateway has provided the credit card company’s contact number: +** *** *** ****.

  Please note that we are not liable for any charges or inconvenience caused by actions from your credit card provider.

  We appreciate your understanding and are here to assist you with any further queries related to our services.

  Customer Answer

  Date: 24/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This money was NEVER RELEASED TO MY CREDIT Card and routes knows it and still has it!  This is just another stall tactic!!!  They know and  have it in writing I have been in contact with my bank and credit card company.  I have told them I have been in  contact with both and the credit card has said THEY WILL NOT REINACTIVACTATE THE LOST CARD.  I HAVE PUT THIS IN A PREVIOUS E MAIL AND what good would redoing it and resending it do, except cause me more work and stress for me!!  You have this information in the original complaint!!    I HAVE REPEATEDLY ASKED YOU FOR PROOF OF A DATE IT WAS RELEASED INTO MY ACCOUNT, OVER AND OVER, PROOF, AND NO ONE HAS EVER SENT IT TO ME!!!  Why??  Because YOU STILL HAVE MY MONEY AND HAVE NEVER RELEASED IT!!!!
  Stop all this asking me for more stuff you already have!   Stop stalling!!  I have asked to repeatedly show me the date you released the money to my card and you have never produced it, because it NEVER WAS, AND KEEP USING THE SAME OLD STALLING TACTICSS asking for more data you have already,  cchange case workers, quit responding, finding another excuse already used!  STOP WITH THE EXCUSES!!!  YOU HAVE MY MONEY, I WANT IT BACK, THEY WILL NOT REAXCTIVATE THE CARD!   They will NOT REACTIVATE THECARD!

  Show me proof!  Not just talk,of when it was released!!  You still have my $500.00, it's a fact, the credit card is closed andnot getting reopened, so I want to know how you are going to get me my money in the ne t 3 days as the BBB GAVE YOU 10 DATS AND 7 DAYS ARE OVER ALREADY!!!!

   

  QUIT STALLING AGAIN!!!
  
  
  
  ******** *******

  Business Response

  Date: 29/05/2025

  Dear ******** *******, 

  We understand your concern to be honest this is not linked to us as your account is closed but we from our side will take the hit and send you a cheque for $500 but again this is pending from your credit card company and not with us. We will be sending you a check to your mailing address ******* ******** ****** ******* ******* ** ****** *** ***

  Customer Answer

  Date: 29/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have heard so much talk and promises from them that they have never fulfilled!

  That letter was not signed??

  When i get the cheque's, they could send quickly after all they have put me threw!  Once I get it, I will close this, and not until, because their word means nothing to me after all they have put me through!,  Also no one put a name on that letter.

  Thank you for offering to give me my money back, finally, I appreciate it, and will as I said close this when I have it deposited into my account

  Thank you ******* for being a mediator!

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

  Business Response

  Date: 05/06/2025

  Dear ******** *******,

  We understand your frustration but still this is to let you know that we are still not under the concern this is still related to your credit card company but we are ready to take a the on us to just help you.

  you will get your cheque and you can move further accordingly by depositing it  

• Initial Complaint

  Date:06/05/2025

  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.

  On May 1, 2025, I booked a car rental on Routes website. The dates I selected were May 27 10am- June 1 10am. *** *** ******** *********** 
  
  I received the confirmation email and the dates were not correct as they were displayed on the website. I immediately called the support line after I received the confirmation with the incorrect dates and they advised that there was nothing they could do over the phone and that I needed to email support. Support replied with "?We are in receipt of your inquiry regarding the reservation ***********. Please be informed that as per our policy, all prepaid reservations are non-changeable, Non- non-cancelable, and Non- non-refundable."
  
  The price of the correct dates "May 27 10am- June 1 10am" and the incorrect dates was the exact same.
  
  I have rented from this rental car company 10+ times over the past 3 years without issue. I shocked that they will not update the dates to the correct ones as their website actually resets the dates during checkout.

  Business Response

  Date: 08/05/2025

  Dear ***** *****,

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience you've experienced.

  We understand your concern regarding the reservation dates and the challenges you faced in adjusting them. Our records show that the reservation was made as a prepaid booking, which, according to the policy agreed upon at the time of booking, is non-changeable, non-cancelable, and non-refundable. However, we acknowledge your loyalty as a returning customer and value the trust you’ve placed in us over the past years.

  While our policy remains in place, we would like to review this matter further. Please send us the confirmation email, along with the screenshot showing the selected dates at the time of booking, to ************@******.ca. Our team will investigate this issue in detail and see what accommodations may be possible.

  Thank you for your patience and continued support.
  

• Initial Complaint

  Date:05/05/2025

  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.

  I attempted to rent a car through Routes car rental on *******.com. I paid for the car and when I showed up, they would not rent me the car because I did not fly in through ****** the lady at the counter, threw a piece of paper at me and said this number for a refund. It was ******* customer service and when they investigated it route said that they did not need to refund me there are numerous complaints about this Exact situation where they are taking money and not providing the service. It feels like a scamming service, taking advantage of people who need to rent a car situation. There are multiple reviews where the company is trying to reinforce that they put it in their fine print that they do not rent to locals,but that is deceiving and bad business. I can’t imagine how much money they’re making off a scamming people this way without providing the service that they intended. They should not be on *******.com or any service that is showing that they will rent but not rental locals.

  Business Response

  Date: 07/05/2025

  Dear ******* ******, 

  Thank you for bringing this matter to our attention. We are sorry to hear about your experience and appreciate the opportunity to respond.

  As part of our rental policy at our ******* ****** location, we require that customers provide proof of an incoming flight itinerary. This policy is in place to align with our licensing agreement for airport-based rentals and is disclosed in the rental terms and conditions, which are accessible at the time of booking on 3rd party website and other partner platforms.

  We understand that these details can sometimes be overlooked during the booking process, especially on third-party websites. However, it is the customer’s responsibility to review and meet all rental qualifications listed prior to pickup. Our counter staff referred you to ******* for a refund request because your booking was made through their platform, and they manage the payment process for such reservations.

  We recognize your frustration and are actively working with third-party sites to help make rental restrictions more visible before checkout. We sincerely apologize for any inconvenience caused and will continue striving to improve transparency and service. 

  Customer Answer

  Date: 07/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have multiple items that were shared with me upon doing this transaction, and none of which said that I would not be allowed to rent from your service. I included images of all of these instructions that not one of them included that I would be rejected for not flying in I cannot even find the small print that you refer to saying that I would be rejected. I will not be satisfied, unless I have a refund for the services you rejected and did not provide. I should not have to pay for something that was not clearly defined that I would not be qualifying for. This is very concerning because your whole reviews on ****** are all negative with this exact situation stating that you take money from people and you do not provide a service that is not good business. You need to do better you should want to do better. you’re in the service of helping people. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 16/05/2025

  Dear ******* ******,

  Thank you for sharing your concerns.

  We understand your frustration and apologize for the inconvenience caused. Please note that our rental policies, including the requirement for renters to provide proof of air travel for certain locations, are clearly outlined in our Terms and Conditions at the time of booking. These terms apply to both direct and third-party reservations.

  We regret that the policy may not have been clear during your booking process; however, adherence to these requirements is necessary for the rental to be honored. Since the reservation was not eligible under our policy, the transaction was not completed and unfortunately, we are unable to issue a refund from our end.

  If the reservation was made through a third-party platform, we recommend contacting them directly regarding the refund, as they manage their own billing and cancellation procedures.

  We truly value our customers and are constantly working to improve transparency and service. Should you have any further questions, you may contact us at ************@******.ca.

• Initial Complaint

  Date:29/04/2025

  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.

  ****** *** ****** ******* ** **** ******** **** ************ ********** ******** *** *** ** ********* ** **** **** ***** *** **** ******. They tried to charge us for their extra insurance after we already got car insurance recommended by *******.com who we booked the rental through. And they said its a third party and not through their business and therefore couldn't be used. Then they tried to sell us toll booth insurance saying fla was a non cash tolls booth and we could owe up to $500 if we went through a toll without it. I declined it and then they told me they couldn't honor my reservation at all, because no cars were available for the insurance we d purchased. I got very stern and demanded management and raised my voice, at 1 am with my special needs child they weren't going to tell us we had no ride to our hotel. They let us take rhe reserved jeep, but they still have my $500 pending charge on my credit card and im scared they will *** ** **** We read so many stories like ours online against this company, and people ade getting ******* left and right.

  Business Response

  Date: 07/05/2025

  Dear ***** ******,

  Thank you for sharing your concerns. We are genuinely sorry to hear about the stress you experienced during your rental and appreciate the opportunity to respond.

  At Routes, we aim to provide a transparent and consistent rental experience. We understand your frustration regarding the insurance requirement. Our policy clearly states that renters must provide proof of full coverage insurance that meets our minimum requirements. Unfortunately, certain third-party insurance policies—especially those provided through booking platforms—do not always meet our coverage criteria. In such cases, customers are given the option to purchase coverage at the counter.

  Regarding toll coverage, Florida operates many cashless toll roads. As a courtesy, we offer an optional toll protection package to help renters avoid potential administrative fees. This is not a mandatory charge, and we respect your decision to decline it.

  We apologize for the confusion that occurred at the time of pickup. While we understand your urgency and the added challenge of traveling with a special needs child, our staff made a good faith decision to honor your reservation and ensure you had transportation that night.

  As for the $500 hold on your credit card, this is a standard security deposit that is released automatically after the vehicle is returned in good condition, usually within 5–10 business days depending on your bank. If the deposit has not been released within that time frame, we encourage you to contact our customer service team with your rental agreement number so we can follow up directly.

  We take all complaints seriously and are committed to resolving any concerns fairly and professionally.

  Customer Answer

  Date: 07/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was told after not purchasing the toll insurance that they had no vehicle available for me. It wasnt until i raised my voice for the lobby full of customers to hear, that my reservation was then honored. The management was in on this too. Dirty business who preys on visitors n need of transportation, 
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 16/05/2025

  Dear ***** ******,

  Thank you for your feedback.

  We are sorry to hear about your experience and the inconvenience caused. Please be assured that it is never our intention to pressure any customer into purchasing additional services or products. We understand your concerns and take such matters seriously.

  According to our records, your reservation was ultimately honored, and we regret that the process did not meet your expectations. We will review this incident internally to ensure all team members are adhering to company policy and delivering professional service at all times.

  If you have any further details to share or would like to discuss this matter further, please reach out to us at ************@******.ca.

   

• Initial Complaint

  Date:28/04/2025

  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 3/25/25 I reservation a rent car on Routes rent car company through ***** and paid full money of $299.09 by my credit card, the rent time was 3/26/25 to 4/1/25, and got confirmation number #********** and ***** Itinerary number ************** . When I picked up my order car in ******* airport the car rent office on3/26/25 and showed the confirmation paper to the lady in front of desk she took my order paper on side and give me a form asking me to sign it , I told her I already have paid fees to them in full including insurance fee, but she said I should pay body insurance and the total amount is up to $432.85 and said that was mandatory fee, I hurried to take car to signed it, thinking they up price for rent the car. But when I returned the car on 4/1/25 they emailed me the receipt is $432.85 that is the Route car rent company charge me twice, one is through ***** $299.09 second charge is $ 432.85 by themselves . I’ve contacted them many times to explain the situation and hope they refund the money extra charge but they ignored my request.I think they thought cheat mean to charge me twice. I wish you help me to resolve this issue. Thank you so much!

  Business Response

  Date: 07/05/2025

  Dear ******** **,

  Thank you for reaching out to us. We sincerely apologize for the confusion and frustration you have experienced regarding the charges for your rental. We understand your concerns and are committed to resolving this matter.

  Please send us an email at ************@******.ca so that we can get this resolved ASAP 

  We sincerely apologize for any inconvenience this has caused and appreciate your patience as we work to correct the situation.