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.

close

Find a Location

Routes Car Rental has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:26/04/2025

  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.

  Description:
  I am filing this complaint against ****** Car Rentals Calgary for forcibly selling Collision Damage Waiver (CDW) insurance under false pretenses, then adding undisclosed fees and taxes, and for failing to respond to multiple inquiries. I was also hit with an out-of-province fee whose amount only appeared at pickup.
  
  Details of the Incident:
  -Forced CDW & Misleading Claims
  -Agent refused to review my valid credit-card insurance (covers rentals up to CAD 100,000).
  -Insisted I buy ******’ CDW or lose the reservation.
  -Could not cancel on the spot due to a non-refund policy and had no viable alternative after a long-haul flight.
  
  Weeks later, ****** emailed claiming my card covered only CAD 65,000—even after I sent proof of full coverage.
  
  Surprise Out-of-Province Fee
  -Voucher noted an “out-of-province fee” but never specified an amount during booking or checkout.
  -I only saw the charge when signing the final invoice.
  
  Additional Fees & Taxes (˜$500 Total)
  -The forced CDW plus out-of-province fee incurred extra taxes and concession fees, totaling just over $500 at pickup.
  
  No Response to Follow-Up
  -Despite multiple emails with booking confirmations, rental agreement, and insurance proof, ****** has not replied in over three weeks.
  
  Desired Resolution:
  -Full refund of: forced CDW charge, all related fees/taxes, and the out-of-province fee.
  -Compensation for poor customer service and the time, stress, and inconvenience incurred.
  
  Corrective action requiring ****** to:
  -Disclose all fees (insurance taxes, concession, out-of-province) before booking.
  -Honor valid credit-card insurance without coercion.
  
  Evidence ********:
  -*************** voucher (no fee amount)
  -Rental agreement (forced insurance + fees)
  -Email correspondence
  -Credit-card insurance policy (coverage > CAD 100,000)
  
  I request BBB assistance to secure a refund, compensation, and improved transparency from ****** Car Rentals Calgary.

  Business Response

  Date: 07/05/2025

  Dear **** *******,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you experienced with your rental and appreciate the opportunity to respond.

  Regarding the Collision Damage Waiver (CDW), it is our standard policy to offer CDW to ensure that customers are protected during their rental period. We understand your frustration, and while we do accept certain third-party insurance, we require that the coverage meet specific criteria for protection. Our staff, unfortunately, did not properly review your credit card insurance at the time of rental, and we regret any confusion or inconvenience caused by this. Please note that we have reviewed the details of your case, and we acknowledge that your credit card insurance may indeed cover more than the amount we initially indicated. We are committed to reviewing this process to better support customers with valid coverage options moving forward.

  We also regret that you have not received a response to your follow-up emails. This is not typical of our customer service, and we are investigating the cause of this delay. We assure you that your concerns are being taken seriously and that we are working to improve response times.

  We sincerely appreciate your feedback and are committed to making the necessary improvements to ensure this does not happen again.

  Customer Answer

  Date: 08/05/2025

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

  Response to Business Reply:
  Thank you for your response, but unfortunately, it does not resolve the core issues of this complaint. Despite acknowledging several of the problems I raised—including that my credit card insurance may have indeed covered the rental vehicle and that your staff failed to review it properly—no one from ****** Car Rental has contacted me directly to address or resolve the matter.
  More importantly, your reply offers no reimbursement, no compensation, and no specific corrective action. An acknowledgment of failure without a remedy is not acceptable. To summarize:
  No contact or resolution attempt
  Despite multiple emails and now a formal BBB complaint, I have not received a single direct response addressing my concerns, much less a resolution.
  No reimbursement offer
  You admitted your staff did not properly assess my credit card insurance, which led to the forced sale of CDW insurance under false pretenses. That alone should warrant a full refund of the CDW charges, related concession fees, and the additional taxes incurred as a result.
  Lack of transparency regarding fees
  You have still not justified or itemized the out-of-province fee, nor explained why it was not disclosed clearly prior to pickup. The *************** voucher provided no amount, and I was made aware only at the counter—when I had no practical way to refuse it without losing the prepaid booking.
  No commitment to resolution
  The response is vague and general.
  
  Until such action is taken, this matter remains unresolved.
  Sincerely,
  **** *******
  

  Business Response

  Date: 16/05/2025

  Dear **** *******,

  Thank you for your detailed response. We sincerely regret that your concerns have not been fully addressed to your satisfaction.

  We take your feedback seriously and apologize for any shortcomings in communication and service. Regarding the credit card insurance and CDW charges, we aim to review such cases carefully, but as per our policies, all prepaid reservations and related charges are non-refundable. We understand this is frustrating, and we assure you that our staff is continuously trained to verify insurance documentation accurately at the time of rental.

  Concerning the out-of-province fee, this charge is outlined in our terms and conditions, which are provided during the booking process. We regret if this was not clear at the time of your reservation.

  We appreciate your patience and invite you to contact our Customer Care team directly at ************@******.ca so we can review your specific case further and explore any possible resolutions within our policy framework.

  Thank you for bringing this to our attention.

• Initial Complaint

  Date:26/04/2025

  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.

  I rented a car from routes rental car. The rental was paid in full prior to pickup. When I picked the car up the associate wasn’t attentive and was tending to their child behind the counter. I asked to add a booster seat and I also prepaid for tolls. The associate didn’t say anything about insurance and stated my card was being charged a hold and the charge would fall off after returning the car minus the charge for the tolls and booster seat. Later that evening, I received an invoice from routes with supplemental liability insurance and CDW insurance. I called routes at that time to address this issue and cancel the insurance. I just got transferred around and eventually was told to email them. I emailed them with my issues and they gave me a blanket generic response and won’t respond to any further correspondence.

  Business Response

  Date: 07/05/2025

  Dear **** ******,

  Thank you for sharing your experience. We apologize for the issues you faced with your rental. We regret the lack of attention you received at the counter and the confusion about the insurance charges.

  Regarding the booster seat and tolls, we apologize if the process wasn’t clearly explained. We will review our procedures to ensure this is addressed in the future.

  As for the insurance charges, we understand your concern and send an email to our customer care team at ************@******.ca for the unnecessary charges. We apologize for any inconvenience caused by the lack of response to your emails, and we will make sure to follow up promptly.

  Customer Answer

  Date: 08/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not agree to the insurance charges and tried to cancel them as soon as I saw my invoice. I appreciate they will look into how their associates conduct business at their counter but that doesn’t take away from them charging me $281 for insurance that I did not verbally consent to and insurance wasn’t event mentioned once during my counter transaction. It was just on my invoice. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 16/05/2025

  Dear **** ******,

  Thank you for your feedback. We understand your concerns regarding the insurance charges. Please note that all charges applied follow our company policies and terms agreed upon at booking. We take your comments seriously and have initiated an internal review of our associates’ conduct at the counter. If you wish to discuss this matter further or provide additional details, please contact our customer care team directly at ************@******.ca. We remain committed to resolving legitimate concerns within the scope of our policies.

• Initial Complaint

  Date:21/04/2025

  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.

  I booked a rental car in Orlando with Routes through a third party. For some reason the time got switched with the third party to 12 midnight vs 11:45 pm so Routes wouldn't honor the rental and refused to refund the rental. The woman behind the counter who wouldn't give me her name was extremely ******* and **** from the start and told me that my rental had "expired" and they had no cars available for me to rent. It was still the same day (4/17/25) at 11:30 when I arrived.
  When I tried to book another rental online I saw that there were cars available through routes and when I showed the rental lady she told me she never said there weren't cars to rent, just not for me because my reservation expired. She straight up **** and refused to even listen to what I was asking her- I asked for the manager and she went to get him and came back smirking. The manager ( also no name tag and refused to give me his name) was also just ****- and he made it very clear that he wasn't honoring the rental because we booked super cheaply through a third party. The new cost of a rental was over 5x what I paid for the same car/ same period of time) he stated no rental company honors car rentals more than an hour past the rental time even if on the same day. I told him that certainly wasn't true as I'd been delayed by flights many times over the years and had never encountered a rental company not still holding the car id already paid in full for. Even when told that we were literally stranded and were over an hour away from our hotel neither employee made any attempt to help us at all. It was just "tough luck" and get lost. We were there an hour and every single person had an issue with these horrible people. Went online and found that thousands of people that showed up with paid for reservations were told they had no cars available. They also refused to refund when ****** contacted them. I want a refund of my $112 05 back. I had to rent with another company for 3x more.

  Business Response

  Date: 07/05/2025

  Dear ******** ******,

  Thank you for bringing this matter to our attention. We apologize for the inconvenience you experienced and appreciate the opportunity to respond.

  We understand how frustrating travel disruptions can be, especially after a long journey. However, per our rental policy, which is communicated at the time of booking, vehicle reservations are held for a maximum of 60 minutes beyond the scheduled pickup time. After that period, the reservation is subject to cancellation without refund, and vehicle availability cannot be guaranteed. This policy is standard across the industry and is necessary to manage fleet inventory effectively.

  According to our records, your reservation was scheduled for 12:00 AM on April 17, 2025. Our team notes that the pickup window had passed, and the reservation was marked as a no-show. While we regret that your third-party booking may have listed a different time, we do not have control over third-party system errors or discrepancies. We encourage customers to confirm reservation times directly with our location or through their confirmation emails.

  Regarding your interaction with our staff, we take such allegations seriously. We are currently reviewing and speaking with employees present that evening to ensure appropriate conduct was maintained. Our staff is trained to treat all customers with respect and professionalism, and we will take corrective action if needed.

  While we are unable to offer a full refund due to the no-show status and expired reservation, we are willing to offer a goodwill credit toward a future rental as a gesture of customer service. Please contact our customer service team with your preferred contact details to arrange this.

  Customer Answer

  Date: 07/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they didn't state the amount of the goodwill credit nor a number to call.  I don't have access to any routes where I live so unless there's no expiration date for the credit then that's not helpful.

  ive rented cars from **********., ****** . ***** etc for over 30 years and have been an entire day late due to a flight delays more than once and the car I paid for to rent was there waiting for me still. I've never had a company not refund me right away if I didn't show up at the exact time of the rental time initially putting a third party reservation either. It's a we bad policy and clearly a. Money grab. It's not a good way to build customer loyalty.

  furthermore asking your staff how they handled things is useless - why would they tell you or tell on each other if the were **** and **************?

  This response wasn't great - I'm still out over one hundred dollars from Routes but also another $400 to rent a car from another company last minute.  I'm not satisfied will a vague offer of a goodwill credit. Be specific- you have all of my info- name address and email. If not I'll write it below and you can issue a goodwill credit directly.

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

  Business Response

  Date: 16/05/2025

  Dear ******** ******,

  Thank you for your response.

  We regret that you are not satisfied with the resolution offered. While a goodwill credit was extended as a one-time gesture due to the circumstances, we understand that you have declined this offer.

  Please note that the reservation was made through a third-party platform and was subject to their terms and conditions, including the non-refundable policy for missed pick-ups. While we strive to accommodate all customers, we must also adhere to the policies in place.

  As you’ve indicated that you do not wish to accept the goodwill credit and are seeking a full refund, we must clarify that no further action can be taken from our side regarding this matter. We consider this case closed.

  We appreciate your feedback and will continue working to improve our service experience for all customers.

  Customer Answer

  Date: 28/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I didn't miss the pickup- you chose not to honor the pickup. I was there on the date I was supposed to be. You have a reputation for being ***** and I wish I'd known before booking on ******. I request a full refund once again.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 05/06/2025

  Dear ******** ******,

  We understand your concern as the booking and was paid to the 3rd party website and as we are not the merchant of record you would need to contact them for the refund as we do not have an option to do so but we will be happy to assist you with any help that is required from our end we would kindly suggest you to contact them on the same 

• Initial Complaint

  Date:09/04/2025

  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.

  2/28/25 i picked up rental , 3/4/25 i returned rental. 4/9/25 i received a random charge of 159.97 for 12 days . This is a fraudulent charge as i was not in the state for 12 days .
  
  - we were given a vehicle we didn’t pay for and charged more. Before booking no one informed us of the $500 hold. upon arrival I was charged 375 + 125 + 129 while also previously paying $130 online. total of which exceeded the total of the hold I was given.
  
  - it took over 30 days for company to release the funds including the ones made in error
  
  - a month later I am hit with a random charge of 159.97 for 12 days of insurance when I only had the vehicle for 4 days and the 129 was payment for the insurance on those dates which we were told was optional but later told mandatory at pickup.
  
  While trying to explain the mischarges to the customer service agent at time of pickup i was yelled at and the coworker next to her made a ***** comment about me and my friends as we were just trying to get our situation rectified. this has been the most hurtful and ************** company i have ever encountered.

  Business Response

  Date: 16/04/2025

  Dear ******* *****,

  We are sorry to hear about the inconvenience you have experienced, and we appreciate you bringing this matter to our attention. We are currently investigating the situation and will get back to you with a resolution once we have identified the details.

  If you have any further concerns or questions in the meantime, please feel free to reach out to us via email at [email protected], and we will be happy to assist you.

  Customer Answer

  Date: 16/04/2025

  
  
  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. Please have the business contact me directly with plans for rectifying the situation.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:04/04/2025

  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.

  I sat in the Denver Airport location for almost 5 hrs to get a car. I was misinformed several times on how to get the rental.. I paid 70$ to **** my daughter to me to help with the rental to be informed this location doesn't rent to locals.. the 1st attempt to get the rental took over an hour inline.. I was on crutches standing there days after surgery. Nobody even offered me a seat.. then after hours of being frustrated I said The word ****. The employee said I was assaulting him with my language. I said for what saying ****. The employee then refused me service. Asked me to leave the facility and followed me out of the building. Then tells me that's not good enough he is going to follow me all the way to the sidewalk because I assaulted him. This is harassment another employee that worked there had to come remove him from the situation. Because after being harassed all the way out the building I finally stopped and told him to get the **** out of my bubble or we would than have a bigger problem. At this point we are face to face with my daughter pulling me away and a female employee pulling him away from me. I then have to pay 110$ to get to the hotel I was staying at and another 50 to get to my next rental car. Employees were wearing personal hats with them turned sideways hoodies with hoods up and smacking on gum while helping customers. I have never had such bad service in my life. If I wasn't on crutches there would have a been a totally different outcome to this situation. I do not appreciate the service i received at this location and will never rent from any company associated with this business again.

  Business Response

  Date: 16/04/2025

  Dear Customer,

  We are sorry to hear about the inconvenience you have experienced, and we appreciate you bringing this matter to our attention. We are currently investigating the situation and will get back to you with a resolution once we have identified the details.

  If you have any further concerns or questions in the meantime, please feel free to reach out to us via email at ************@******.ca, and we will be happy to assist you.

  Customer Answer

  Date: 26/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I'm not happy with a reply.
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 07/05/2025

  Dear ****** ********,

  Then we apologies this is the best we can do from our end for any other information send an email to our team at ************@******.ca

• Initial Complaint

  Date:01/04/2025

  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.

  To whom it may concern, I rented with your company via ********* which advertised UNLIMITED mileage, however and upon rental I learned, that by taking the car out over state (Colorado) I am subject to a surcharge of $ 19.99 per day for the time the car is out of state. I questioned how the company will know of the time the car is outside Colorado, and I was told not to worry, the car has GPS and a tracking device installed, and the company will know where the car is, and will account the days. Upon renting, I told the agent I will take the car outside Colorado from March 12 to March 19, for a total of 8 days (actually returned to Colorado on March 18, I have pictures of milage, stamped with location and date stamp!). Upon returning the car I tried to talk to an agent, but I was told I will receive my final bill by email shortly. The final bill charges me for 10 days!! I request a refund in the amount of $ 45.00
  As the bill arrived electronically after I left the rental car location, I had no recourse directly with an agent.
  Later I realized the agent's statement about GPS and tracking device installed in the car was untrue and a ***, they flatly **** to get me going!
  I contacted the head office in Ontario, Canada with no result, they told me to go to the Denver location. The Denver location is not responding
  
  ******** pictures are from March 12 leaving Colorado, and March 18 entering Colorado

  Business Response

  Date: 16/04/2025

  Dear ****** ************,

  Thank you for reaching out and for providing detailed feedback regarding your recent rental experience with us through *********.

  We sincerely apologize for any confusion or inconvenience caused during your rental. While the ********* listing may reflect unlimited mileage, our terms and conditions — which are presented during the booking and rental process — specify that certain restrictions, such as surcharges for out-of-state travel, apply depending on the rental location. In this case, our Colorado location does impose a $19.99/day surcharge for vehicles taken out of state.

  We understand you informed our team at the time of pickup about your travel plans, and we appreciate you providing supporting documentation regarding your out-of-state travel dates. Our system calculates charges based on the rental agreement and vehicle return details; however, we acknowledge your concern regarding the discrepancy in dates.

  As a gesture of goodwill and to resolve this matter amicably, we will review the information and images you provided to validate your claim. If the travel dates outside of Colorado indeed totaled 8 days, we will be happy to issue a refund for the excess charge of $45.00.

  We appreciate your patience as we complete this review. If you have any further questions or documentation, please feel free to send it to our Customer Care team at ************@******.ca for expedited handling.

  Customer Answer

  Date: 16/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept a $45.00 refund, either by credit to the credit card on file or through a check 
  
  
  
  Sincerely,
  
  
  
  ****** ************

• Initial Complaint

  Date:31/03/2025

  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 03/06 I was forced to purchase full coverage for the car rental insurance at a cost of $281.42 for 4 days of rental. Even though the company failed to clearly disclose this requirement at a time of making car reservation thru ******* I offered to add full coverage to my auto policy but was not allowed to do so and was told that I had to add it 72 hours prior to car rental. When I asked to show where 72 hours requirement listed in Routes car rental policy the agent told me that no such requirement was listed in the policy. Since it was late at night and to book another car I had to take a shuttle back to the airport and to another car rental and my ******* reservation stated that reservation was only cancellable 6 hours prior to arrival and it was difficult to find another reservation without advance booking I purchased their full insurance. I feel that this is *********** and should be banished as soon as possible. By not clearly disclosing full auto car rental insurance policy to the customers at the time of car booking this company traps customers into buying their overpriced insurance since it takes time to take a shuttle to the car rental location and not easy to cancel and find another reservation. I've seen many reviews that involve this issue on ****** and ****. Many customers are ******* of forcing to purchase insurance without clearly listing this requirement at the time of booking. Someone has to stop this *********** and enforce fair business practices. I hope that you can help do this.

  Business Response

  Date: 16/04/2025

  Dear ****** ************,

  Thank you for bringing this matter to our attention. We deeply apologize for the frustration and inconvenience the customer experienced with our insurance policy. We understand that the lack of clear disclosure regarding the 72-hour insurance requirement was a source of confusion.

  While our policy does require that insurance be added 72 hours in advance, we recognize that this was not communicated effectively during the booking process, especially when made through third-party platforms like *******. We are currently reviewing our processes to improve the clarity and transparency of this requirement at the time of booking. 

  We encourage the customer to reach out to our Customer Care team at ************@******.ca with any further details or documentation. We are committed to resolving this issue promptly. 

  Business Response

  Date: 16/04/2025

  Dear ****** ************,

  Thank you for bringing this matter to our attention. We deeply apologize for the frustration and inconvenience the customer experienced with our insurance policy. We understand that the lack of clear disclosure regarding the 72-hour insurance requirement was a source of confusion.

  While our policy does require that insurance be added 72 hours in advance, we recognize that this was not communicated effectively during the booking process, especially when made through third-party platforms like *******. We are currently reviewing our processes to improve the clarity and transparency of this requirement at the time of booking. 

  We encourage the customer to reach out to our Customer Care team at ************@******.ca with any further details or documentation. We are committed to resolving this issue promptly. 

  Customer Answer

  Date: 17/04/2025

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

  Routes car rental clearly failed to clearly disclose full insurance coverage requirement and 72 hour adding full coverage requirement to my insurance policy at the time of booking as seen in my ******* reservation that I sent to you *** ******** *****. I was shocked to see how many similar reviews were posted in ****** and **** with regards to this issue and how many people struggled at the counter when they were unexpectedly asked to provide full coverage. While I was on the phone with my insurance agent the agent at the counter eavesdropped my conversation and continuously interjected and interrupted my conversation with my insurance agent which was utterly ****. Then she threatened not to rent a car to me and finally asked me to make up my mind if I want to proceed with reservation and pay $281.42 for the insurance. As I mentioned it was late, I was hungry and it would not be easy to rent another car since my reservation was cancellable only 6 hours in advance and to rent another car I would have to take another shuttle back to the airport and to the car rental facility and pay high cost since I would not be able to make reservation in advance. In addition they gave me a car with less than full tank and I was expected to bring the car back with full tank. When I asked them to refill the tank to full they told me that they were not able to do this. I really should demand $133 back for the car rental which caused my so much nerve racking and frustration. I request that Routes credits my credit card for the insurance which I was forced to purchase in the amount of $281.42 immediately and stop playing these games with other customers which are as frustrated as I am. I think this company should also be fined for unfair business practices since so many customers suffered the same issue and they on another hand made profit on people's suffering.  Please see ****** and **** reviews and will see that I am not the only one.

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

  Customer Answer

  Date: 17/04/2025

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

  Routes car rental clearly failed to clearly disclose full insurance coverage requirement and 72 hour adding full coverage requirement to my insurance policy at the time of booking as seen in my ******* reservation that I sent to you *** ******** *****. I was shocked to see how many similar reviews were posted in ****** and **** with regards to this issue and how many people struggled at the counter when they were unexpectedly asked to provide full coverage. While I was on the phone with my insurance agent the agent at the counter eavesdropped my conversation and continuously interjected and interrupted my conversation with my insurance agent which was utterly ****. Then she threatened not to rent a car to me and finally asked me to make up my mind if I want to proceed with reservation and pay $281.42 for the insurance. As I mentioned it was late, I was hungry and it would not be easy to rent another car since my reservation was cancellable only 6 hours in advance and to rent another car I would have to take another shuttle back to the airport and to the car rental facility and pay high cost since I would not be able to make reservation in advance. In addition they gave me a car with less than full tank and I was expected to bring the car back with full tank. When I asked them to refill the tank to full they told me that they were not able to do this. I really should demand $133 back for the car rental which caused my so much nerve racking and frustration. I request that Routes credits my credit card for the insurance which I was forced to purchase in the amount of $281.42 immediately and stop playing these games with other customers which are as frustrated as I am. I think this company should also be fined for unfair business practices since so many customers suffered the same issue and they on another hand made profit on people's suffering.  Please see ****** and **** reviews and will see that I am not the only one.

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

  Business Response

  Date: 21/04/2025

  Dear ****** ************,

  Please note that all insurance requirements and related information are provided to our third-party website.  However, we acknowledge that this information may not always be clearly displayed during the booking process, and we are actively working with our third-party to ensure greater transparency and clarity for our customers.

  Our policy requires renters to provide valid proof of full coverage insurance at the time of pickup. If proof is not available or does not meet the required criteria, coverage must be purchased at the counter. This policy is in place to ensure both customer and company protection..

  Regarding fuel, as per our policy, vehicles should be returned with the same level of fuel as provided—this may not always be a full tank, but the level is noted on the rental agreement.

  We take your feedback seriously and would like to review your case further.

  Business Response

  Date: 21/04/2025

  Dear ****** ************,

  Please note that all insurance requirements and related information are provided to our third-party website.  However, we acknowledge that this information may not always be clearly displayed during the booking process, and we are actively working with our third-party to ensure greater transparency and clarity for our customers.

  Our policy requires renters to provide valid proof of full coverage insurance at the time of pickup. If proof is not available or does not meet the required criteria, coverage must be purchased at the counter. This policy is in place to ensure both customer and company protection..

  Regarding fuel, as per our policy, vehicles should be returned with the same level of fuel as provided—this may not always be a full tank, but the level is noted on the rental agreement.

  We take your feedback seriously and would like to review your case further.

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Neither Full insurance coverage requirement neither 72 hour requirement to add the insurance prior to car rental was not disclosed at the time of booking with *******. I already took a shuttle to car rental facility and was not able to make another reservation at the price if I made the reservation in advance. Therefore I demand that you issue me refund for the $281.42 I paid for the full insurance since due to failure to disclose this requirement at the time of car rental forced me to purchase full car insurance.  
  
  
  
  Sincerely,
  
  
  
  ****** ************

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Neither Full insurance coverage requirement neither 72 hour requirement to add the insurance prior to car rental was not disclosed at the time of booking with *******. I already took a shuttle to car rental facility and was not able to make another reservation at the price if I made the reservation in advance. Therefore I demand that you issue me refund for the $281.42 I paid for the full insurance since due to failure to disclose this requirement at the time of car rental forced me to purchase full car insurance.  
  
  
  
  Sincerely,
  
  
  
  ****** ************

  Business Response

  Date: 07/05/2025

  Dear ****** ************,

  Apologies for this please send an email right away to ************@******.ca and we have informed the team how to take care of it so that this can be taken care of right away 

   

  
  

  Business Response

  Date: 07/05/2025

  Dear ****** ************,

  Apologies for this please send an email right away to ************@******.ca and we have informed the team how to take care of it so that this can be taken care of right away 

   

  
  

• Initial Complaint

  Date:19/03/2025

  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.

  March 9, 2025. I had declined the Windshield Protection when I rented the vehicle. I asked about all little chips the gentleman said it was all just normal. When I returned the vehicle the gentleman checked it and said everthing was fine. If he had told me there was a chip I would have gone and checked on it but I wasn't aware of the rock chip that they apparently found and decided to charge me $75.00 without my knowledge and just sent me the invoice after I left. I've checked my ********** and noticed the charge. They are just telling me that I was invoiced and can't prove there was a chip. My ********** covers rock chips so I would have run it through the card and not pay the $75.00. I feel they stole my $75.00.

  Business Response

  Date: 16/04/2025

  Dear ******** **********,

  Thank you for bringing this issue to our attention. We sincerely apologize for any confusion and inconvenience caused regarding the windshield charge.

  To address this issue, we kindly ask that you contact our Customer Care team at [email protected], where we can review the details of your case, including the charge and any supporting documentation. If there was an error or if the charge was applied without proper notification, we are committed to investigating further and resolving the matter.

  Thank you for your patience and understanding. We look forward to assisting you in resolving this concern.

  Customer Answer

  Date: 08/05/2025

  I just wanted to ensure I had actually received the cheque from the company before responding to your email.  They had contacted me and said they were going to send me a cheque but I wasn't confident until it was received.
  
  Yes I received the cheque yesterday for the Windshield charge so the company did reimburse me.
  
  Thank you for your assistance in this matter.
  
  ********

• Initial Complaint

  Date:17/03/2025

  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 booked a pickup truck online with Routes Car Rental (***** * **** **** ******** ***** ** *****) on January 25, 2025, and prepaid $532.52.
  
  Nature of the dispute:
  
  Upon arrival at the rental location, I was informed that the pickup truck I reserved was unavailable and that I would have to wait for a long time to get one. Instead, they offered me a ***** ******* SUV, saying it was an equivalent alternative.
  Since I was in a hurry, I reluctantly accepted and signed the agreement.
  However, when I attempted to load my luggage, I realized that the SUV was too small to fit all my belongings.
  I immediately asked for a vehicle exchange, but they refused to provide a different vehicle.
  I then decided to cancel the rental, and they told me they were too busy to issue a refund receipt but assured me that my refund would be processed within five business days.
  Due to the delay, I had to take a taxi to another rental company, trusting that my refund would be processed as promised.
  However, they never issued the refund. When I contacted them later, they denied the refund request, claiming that it was my fault for canceling.
  Attempts to resolve the issue:
  
  I have contacted Routes Car Rental multiple times, but they refuse to acknowledge their promise and continue to blame me for the cancellation.
  Desired resolution:
  
  I am requesting a full refund of $532.52 because Routes Car Rental failed to provide the vehicle I originally reserved and misled me about the refund.
  Their actions constitute deceptive business practices, and I expect BBB to intervene and facilitate a resolution with the company.

  Business Response

  Date: 16/04/2025

  Dear ****** **,

  We are sorry to hear about the inconvenience you have experienced, and we appreciate you bringing this matter to our attention. We are currently investigating the situation and will get back to you with a resolution once we have identified the details.

  If you have any further concerns or questions in the meantime, please feel free to reach out to us via email at ************@******.ca, and we will be happy to assist you.

  Customer Answer

  Date: 18/04/2025

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

  Dear BBB Representative,
  Thank you for your follow-up regarding my complaint against Routes Car Rental (ID ********).
  I have reviewed the company’s response. While I appreciate that they acknowledged the issue and stated that they are investigating the matter, I do not yet consider this a satisfactory resolution, as no specific details or actions have been provided so far.
  I would like to keep this complaint open until Routes Car Rental completes their investigation and offers a clear resolution. I will be happy to update my response once further information is provided by the company.
  Thank you for your continued support in helping to resolve this issue.
  Sincerely,
  ****** **
  
  

  Business Response

  Date: 07/05/2025

  Dear ****** **,

  Apologies please send an email to ************@******.ca for us to look into it 

  Customer Answer

  Date: 10/05/2025

  Dear BBB,
  Thank you for the update.
  I do not accept the response provided by Routes Car Rental. I have already contacted their customer service before, but the issue was not resolved, which is why I filed this complaint through BBB.
  I expect Routes Car Rental to address the matter directly within the BBB platform, rather than redirecting me elsewhere without providing any actual resolution.
  Please request that they respond with a proper answer and solution here.
  Sincerely,
  ****** **

  Business Response

  Date: 16/05/2025

  Dear ****** **,

  Thank you for your message.

  We understand your concerns and are committed to resolving this matter. We will review your case thoroughly and provide a detailed response through the BBB platform.

  Please rest assured that we take all complaints seriously and aim to address them directly and transparently.

  If you have any additional information to share, feel free to send it to ************@******.ca.

• Initial Complaint

  Date:09/03/2025

  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 rented a car with Routes Car Rental in Denver. On 7/28/24, they charged me $57.13 for going through a toll. However, I did not go through a toll. I was at a restaurant with my family and friends at the time of the supposed toll.
  
  I contacted the security office of the area for the restaurant. They have very good footage of my family and I arriving, with the car involved being parked, and remaining at the restaurant during the time of the toll violation. My uploaded documents have the contact information of the security supervisor that has helped me, and he has happily offered to speak to anyone that needs to speak to him. So far no one has contacted him.
  
  I disputed this with ******* *** in August. We never heard back from Routes Car Rental after 90 days, so ******* *** closed the case in my favor. Routes then recharged my credit card in February 2025 for the same amount!
  
  I have tried on many occasions to speak with Routes Car Rental by phone without success, and by email through their customer care. It is very difficult to speak to anyone at this company, let alone their supervisors. By email they either tell me to go through my credit card company, or tell me they are investigating the situation, then I never hear back.
  
  I tried contacting the toll company, who told me to go back to Routes Car Rental.
  
  So, I am now in a never-ending credit card dispute hell with Routes Car Rental. It is only $57.13, but I refuse to pay this rental car company for something I didn't do, that I can prove I didn't do. It's just that no one will listen. No one has cared to reach out for the security footage proof.

  Customer Answer

  Date: 11/04/2025

  **Update**

     This is the basis for my argument, and my proof that I did not go through the toll at this time. I think I sent it to you, but if I didn’t,  I have photos and video security footage as proof that I, my family, and another family, were at a restaurant at the time of the toll, as was the rental car. This is the timestamp that I received. The security supervisor for the area we were in at the restaurant offered his phone number and email to anyone that wants to talk to him about this.
  
  
  Thanks,
  ****

  Customer Answer

  Date: 11/04/2025

  **Update**

     This is the basis for my argument, and my proof that I did not go through the toll at this time. I think I sent it to you, but if I didn’t,  I have photos and video security footage as proof that I, my family, and another family, were at a restaurant at the time of the toll, as was the rental car. This is the timestamp that I received. The security supervisor for the area we were in at the restaurant offered his phone number and email to anyone that wants to talk to him about this.
  
  
  Thanks,
  ****

  Business Response

  Date: 16/04/2025

  Dear **** ******,

  Thank you for reaching out and for sharing the additional details, photos, and videos regarding your concern.

  We truly appreciate your cooperation and understand how frustrating this situation must be. We have received the security images and footage you shared, along with the contact details of Mr. ****** *****, Security Supervisor at ******* **** Center. Thank you for providing this valuable information.

  We are currently reviewing the evidence internally and will also reach out to Mr. ***** to obtain any further documentation or clarification he can provide. Please rest assured that we are treating this matter seriously and will investigate thoroughly to determine whether the toll charge was accurate.

  Our goal is to ensure a fair and transparent resolution. Once our investigation is complete, we will contact you with our findings and the appropriate next steps.

  Should you have any further questions or wish to provide additional documentation in the meantime, feel free to reach out to us at ************@******.ca

  Business Response

  Date: 16/04/2025

  Dear **** ******,

  Thank you for reaching out and for sharing the additional details, photos, and videos regarding your concern.

  We truly appreciate your cooperation and understand how frustrating this situation must be. We have received the security images and footage you shared, along with the contact details of Mr. ****** *****, Security Supervisor at ******* **** Center. Thank you for providing this valuable information.

  We are currently reviewing the evidence internally and will also reach out to Mr. ***** to obtain any further documentation or clarification he can provide. Please rest assured that we are treating this matter seriously and will investigate thoroughly to determine whether the toll charge was accurate.

  Our goal is to ensure a fair and transparent resolution. Once our investigation is complete, we will contact you with our findings and the appropriate next steps.

  Should you have any further questions or wish to provide additional documentation in the meantime, feel free to reach out to us at ************@******.ca

  Customer Answer

  Date: 25/04/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Hello BBB, as well as Routes. 
  It has been 9 calendar days since I received this notification from the BBB, and they gave me 10 calendar days to respond. The email from Routes said that they would be reviewing the evidence, conducting the investigation, and then contacting me. So now that 9 of my 10 days have passed, I have not heard anything from Routes. This is par for the course, exactly how all of this has gone since I first started fighting this in August 202, 8 months ago. Nothing ever happens with them! I will wait for eternity for them to “conduct their investigation”. I have reached out countless times to their “customer service” without any success, and without any action on their part. * ***** * **** ****** *** **** ****** ***** ****** **** ** **** *** *** *** ***** *** *** *** **** * **** **** *** This is nothing but lip service, yet again.
     I am rejecting this response because I need some action now. I have waited patiently since August 2024. I reached out to ****** *****, the security supervisor who has the footage, and he has not heard from them yet either, despite what they wrote in the email from 4/16/25. Routes just hopes that they can continue to let time pass, and this will be forgotten, and they can collect my money that they do not deserve.

     To the BBB, I can’t be satisfied if Routes doesn’t actually do something on their end to investigate, talk to ****** *****, and put effort into this, which would allow them to see my innocence, but I don’t know if that will ever happen. I have the proof in footage that I did not go through the toll, and I will not pay the $57.13, if I have to fight this for the rest of my life. This is not acceptable. I don’t think that they plan to do anything towards investigating, or attempting to resolve this. So that we can all see it, I copied their email below. It sounds good, but again nothing but lip service is all I ever get from this company. I want action, and I think eight months of fighting this is enough time for them to start listening to me. And what a joke for them to offer that I reach out to the customer service again. * **** ****** *** ***** *******

  Thank you for your help, BBB, but we are not there yet.

  **** ******

  Customer Answer

  Date: 25/04/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Hello BBB, as well as Routes. 
  It has been 9 calendar days since I received this notification from the BBB, and they gave me 10 calendar days to respond. The email from Routes said that they would be reviewing the evidence, conducting the investigation, and then contacting me. So now that 9 of my 10 days have passed, I have not heard anything from Routes. This is par for the course, exactly how all of this has gone since I first started fighting this in August 202, 8 months ago. Nothing ever happens with them! I will wait for eternity for them to “conduct their investigation”. I have reached out countless times to their “customer service” without any success, and without any action on their part. * ***** * **** ****** *** **** ****** ***** ****** **** ** **** *** *** *** ***** *** *** *** **** * **** **** *** This is nothing but lip service, yet again.
     I am rejecting this response because I need some action now. I have waited patiently since August 2024. I reached out to ****** *****, the security supervisor who has the footage, and he has not heard from them yet either, despite what they wrote in the email from 4/16/25. Routes just hopes that they can continue to let time pass, and this will be forgotten, and they can collect my money that they do not deserve.

     To the BBB, I can’t be satisfied if Routes doesn’t actually do something on their end to investigate, talk to ****** *****, and put effort into this, which would allow them to see my innocence, but I don’t know if that will ever happen. I have the proof in footage that I did not go through the toll, and I will not pay the $57.13, if I have to fight this for the rest of my life. This is not acceptable. I don’t think that they plan to do anything towards investigating, or attempting to resolve this. So that we can all see it, I copied their email below. It sounds good, but again nothing but lip service is all I ever get from this company. I want action, and I think eight months of fighting this is enough time for them to start listening to me. And what a joke for them to offer that I reach out to the customer service again. * **** ****** *** ***** *******

  Thank you for your help, BBB, but we are not there yet.

  **** ******

  Business Response

  Date: 07/05/2025

  Dear Mr. ******,

  
  Thank you for your patience and for continuing to work with us to resolve this matter. We deeply regret the frustration and delays you’ve encountered over the past months, and we fully understand your desire for timely action.

  We will have someone call you and get this looked into 

  Thank you for bringing this to our attention. We are committed to resolving this issue as quickly as possible.

  Business Response

  Date: 07/05/2025

  Dear Mr. ******,

  
  Thank you for your patience and for continuing to work with us to resolve this matter. We deeply regret the frustration and delays you’ve encountered over the past months, and we fully understand your desire for timely action.

  We will have someone call you and get this looked into 

  Thank you for bringing this to our attention. We are committed to resolving this issue as quickly as possible.

  Customer Answer

  Date: 16/05/2025

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

     As per usual these last nine months, you at Routes tell me that you are going to do something about this, and you never do anything! No one has called me! No one has called ****** *****, the security supervisor. I don’t know how you people sleep at night! ****! You have said in your responses and your emails that you were going to look into the investigation, you were going to contact ****** *****, the security supervisor that has the footage I need to prove my innocence, and now on this recent response, you said that you were going to contact me. None of these things have happened! Just so you know, I’m not going to drop this. I will continue to pursue this. If you think you can blow me off, or get me to forget about this, just telling me and the Better Business Bureau what we want to hear, and not doing anything, you are wrong. 

     Yes, I have been very patient with you. Frustration and delays is an understatement! Yes, I would like to see some timely action, after nine months of this. You say that you are “committed to resolving this issue as quickly as possible.” It’s been nine months!!!  Let’s actually do what you say you are going to do this time, do something, and move towards resolving this.

     What do I want? I really want you to contact ****** *****, as you said you would. He has the proof of my innocence. I am not going to pay you for something I didn’t do.

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

  Customer Answer

  Date: 16/05/2025

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

     As per usual these last nine months, you at Routes tell me that you are going to do something about this, and you never do anything! No one has called me! No one has called ****** *****, the security supervisor. I don’t know how you people sleep at night! ****! You have said in your responses and your emails that you were going to look into the investigation, you were going to contact ****** *****, the security supervisor that has the footage I need to prove my innocence, and now on this recent response, you said that you were going to contact me. None of these things have happened! Just so you know, I’m not going to drop this. I will continue to pursue this. If you think you can blow me off, or get me to forget about this, just telling me and the Better Business Bureau what we want to hear, and not doing anything, you are wrong. 

     Yes, I have been very patient with you. Frustration and delays is an understatement! Yes, I would like to see some timely action, after nine months of this. You say that you are “committed to resolving this issue as quickly as possible.” It’s been nine months!!!  Let’s actually do what you say you are going to do this time, do something, and move towards resolving this.

     What do I want? I really want you to contact ****** *****, as you said you would. He has the proof of my innocence. I am not going to pay you for something I didn’t do.

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

  Business Response

  Date: 22/05/2025

  Dear **** ******,

  We acknowledge your concern and  continued frustration and understand your concerns. However, we would like to clarify that we have already reviewed this matter internally and communicated the outcome to your concern. While we appreciate their persistence, we have not received any new evidence or documentation that would warrant reopening the investigation.

  We have made multiple attempts to follow up on the customer's claims, and our team has reached out both directly and via the appropriate channels mentioned. Unfortunately, we have not received cooperation from third parties, including the alleged contact, ****** *****, to assist in resolving the matter.

  We must reiterate that any resolution offered must be based on evidence and in accordance with company policy. As of now, based on the information available to us, this case remains closed.

  Should the customer wish to provide additional documentation or third-party confirmation relevant to the case, they are encouraged to contact us directly at ************@******.ca. Otherwise, we regret that we are unable to proceed further.

  Business Response

  Date: 22/05/2025

  Dear **** ******,

  We acknowledge your concern and  continued frustration and understand your concerns. However, we would like to clarify that we have already reviewed this matter internally and communicated the outcome to your concern. While we appreciate their persistence, we have not received any new evidence or documentation that would warrant reopening the investigation.

  We have made multiple attempts to follow up on the customer's claims, and our team has reached out both directly and via the appropriate channels mentioned. Unfortunately, we have not received cooperation from third parties, including the alleged contact, ****** *****, to assist in resolving the matter.

  We must reiterate that any resolution offered must be based on evidence and in accordance with company policy. As of now, based on the information available to us, this case remains closed.

  Should the customer wish to provide additional documentation or third-party confirmation relevant to the case, they are encouraged to contact us directly at ************@******.ca. Otherwise, we regret that we are unable to proceed further.

  Business Response

  Date: 26/05/2025

  Dear **** ******,

  We apologies for the inconvenience caused.

  This is to let you know that We have refunded you the amount back to your credit card please check your credit card statement. 

  Refund done card ending with ****

  Reference Number : ******

  Refunded date : 26/05/2025

  Business Response

  Date: 26/05/2025

  Dear **** ******,

  We apologies for the inconvenience caused.

  This is to let you know that We have refunded you the amount back to your credit card please check your credit card statement. 

  Refund done card ending with ****

  Reference Number : ******

  Refunded date : 26/05/2025

  Customer Answer

  Date: 06/06/2025

  
  
  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. It appears that I have been refunded the full amount to my credit card.

  The manager that called me from Routes, ****** ****, gave me his phone number, but on multiple attempts, I was unable to get through, with a constant ‘busy’ signal. He told me that he emailed me, but I never received an email, including my junk folder, so it must’ve been sent to the wrong email address. He was emailing me some information, and a discount for future rentals. I would have liked to receive his email, have his email address and his working direct phone number, before we close this complaint. Is that possible?
  
  
  Sincerely,
  **** ******

  Customer Answer

  Date: 06/06/2025

  
  
  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. It appears that I have been refunded the full amount to my credit card.

  The manager that called me from Routes, ****** ****, gave me his phone number, but on multiple attempts, I was unable to get through, with a constant ‘busy’ signal. He told me that he emailed me, but I never received an email, including my junk folder, so it must’ve been sent to the wrong email address. He was emailing me some information, and a discount for future rentals. I would have liked to receive his email, have his email address and his working direct phone number, before we close this complaint. Is that possible?
  
  
  Sincerely,
  **** ******