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Business Profile

Auto Rentals and Leasing

Routes Car Rental

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

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

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.

    Please enter a valid location.

    Customer Complaints Summary

    • 441 total complaints in the last 3 years.
    • 221 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/03/2025

      Type:Billing Issues
      Status:
      Answered
      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 vehicle from Routes Car Rental in Orlando, FL, on February 25, 2025, under agreement number **********. The company initially informed me that certain charges, including '3500 DEDUCTIBLE CDW CFAR,IFAR,SFAR,XFAR,' 'ROADSIDE ASSISTANCE,' 'SUPPLEMENTARY LIABILITY INSURANCE,' 'GLASS & TIRE WAIVER,' and 'PRE. LOC SURCHARGE,' would be placed on hold and later refunded if not used. However, despite their verbal assurances, these charges were not refunded, and I was billed $441.22. This constitutes deceptive and fraudulent business practices, as I was misled into agreeing to charges and conditions I did not fully understand.
      I was supposed to get charged a total of $138.85.

      Business Response

      Date: 21/04/2025

      Dear ******** ***** ******,

      Thank you for bringing this matter to our attention. We’re sorry to hear about your experience and understand your concerns regarding the additional charges applied to your rental agreement.

      Please note that all optional services—including Collision Damage Waiver (CDW), Roadside Assistance, Supplementary Liability Insurance (SLI), and Glass & Tire Waiver—are clearly outlined in our rental agreement, and charges are only applied when accepted and signed for at the counter. These are not refundable holds but are billed when added to the rental contract.

      That said, we understand that there may have been confusion during the pickup process, and we take any concerns about miscommunication seriously. Additionally, we provide all insurance and surcharge information to our third-party partners, but we recognize this information may not always be prominently displayed. We are actively working with our partners to improve this.

      To further investigate your case and determine if any adjustments may be warranted, we kindly ask you to send your rental documents and any supporting communication to our Customer Care team at ************@******.ca.

       

    • Initial Complaint

      Date:06/03/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Subject: Complaint Against Routes Car Rental (**** ***** *** ******** ** ****** ****** ******) – Forced Insurance Charge & ********* Refund Promise Dear BBB Complaint Team, I am filing a complaint against Routes Car Rental Orlando for coerced charges and ********* business practices. Issue: On Sun, Feb 23, 2025, I rented a car from Routes in Orlando. I had valid rental insurance through *****, but due to a website issue, I couldn’t load the proof at that moment. The ***** (*** Insurance) website was down for maintenance. *** ******** ********* *********** ** **** **** Insurer website was under maintenance for upto 230 AM." and "********** ** **** **** online insurance application was temporarily unavailable.". Instead of allowing me time to retrieve proof, Routes forced me to purchase their insurance before releasing the car, even though I declined it. Additionally, an employee, *** *, on the day of return of the car on March 1, 2025, verbally promised me a refund if I left a 5-star review. After I posted the review, they refused to refund me and sent an email confirming their refusal. Why This is Unfair & ********* Business Practice: Forced Payment Without Consent: Their policy allows them to refuse service if proof of insurance isn’t shown, but they instead forced an unwanted charge on me. False Refund Promise: They tricked me into leaving a fake review, misleading other consumers. Bad Faith Business Practices: They acted dishonestly. Requested Resolution: I request a full refund of 359.88 CAD for the forced insurance charge and for Routes to be investigated for coercing payments and manipulating reviews. I have ******** rental receipt, Insurance proof and policy, Proof that website was down, Routes' own policy I appreciate the BBB’s help in resolving this matter. Let me know if you need any additional details Sincerely, ******* ****** ************************@*****.com

      Business Response

      Date: 12/03/2025

      Dear ******* ******,

      Apologies for the inconvenience caused.

      This is to let you know that you would need to send an email to our team at ************@******.ca to get this closed for you at the earliest convivence 

       

      Customer Answer

      Date: 12/03/2025



      Complaint: ********

      I am rejecting this response because:

      Thank you for following up. Prior to filing this complaint, I had already contacted Routes customer service, and they denied my refund request (* ******** ***** ***** ******** ** * *** ** *** ******* ********* * **** ** ***). Since the same department already refused to help, their request to email them again seems like an attempt to delay resolution. I kindly ask that Routes Car Rental provide a direct resolution through BBB rather than redirecting me to an already unhelpful process. Please let me know the next steps.


      Sincerely,

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

      Business Response

      Date: 08/05/2025

      Dear Customer,

      Thank you for reaching out. We understand your concern and want to ensure it is resolved as quickly as possible.

      Please email us at ************@******.ca, and our support team will assist you promptly.

      Customer Answer

      Date: 21/05/2025



      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:06/03/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      We booked a car for 4 days in Denver through routes.ca for a rental from 2/24 to 2/28, 2025. When we came to pick up the car we were told they don’t provide rentals to local residents and were denied the rental.

      We requested a refund onsite and were denied saying we booked through a third party website and that for a refund we need to call customer support. This was a ***, we booked directly through routes.ca.

      Customer support on the phone told us we can get a refund only by emailing customer service at ************@******.ca. After 3 emails and 2 phone calls over 5 days, we finally received an email response that they will not honor our refund request due to a company policy that all-prepaid reservations are non-refundable.

      The buying process asks what city we are in, then it offers car selection, lets us put in our address, make a payment and approve the transaction.

      In NO WAY anywhere in the buying process is there an indication that there are very unusual rules that discriminate against local residents - users are just expected to read through an entire policy page that is NOT LINKED during the buying process.

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

      Business Response

      Date: 21/04/2025

      Dear ***** ********.

      We understand your frustration and apologize for the inconvenience caused during your recent experience at our Denver location. As part of our rental terms, certain locations — including Denver — have restrictions for local residents. This policy is in place for operational reasons and is clearly outlined in the terms and conditions during the booking process.

      Please note that this information is not only available on our official website but is also shared with our third-party partners, including those handling bookings for Routes. However, we acknowledge that it may not always be prominently displayed, and we are actively working with our partners to ensure this policy is better highlighted before checkout.

      We recognize that situations like this can be disappointing. While our prepaid reservations are generally non-refundable, we are willing to further review your case. 

      Customer Answer

      Date: 21/04/2025



      Complaint: ********



      I am rejecting this response because:

      I recommend the Routes support try to book a car rental through their own website on mobile. Where in the buying experience does it mention anything about denying local renters a car? **** * **** ** *** *********** This comes from your "geographic" rental policies (*** *********** ****). Based on what is written, there are a couple limitations to locals but otherwise no problem.

      We booked the rental not through a third party, but through routes.ca. There were no rules shown to deny our rental. We paid for it and received a confirmation to go get the rental. And after contacting Routes support multiples times, we were finally told:

      "Please be informed that as per Routes policy, all prepaid reservations are non-refundable. We regret you do not agree with our findings but this will be the last response we provide regarding this matter."

      If you admit your T&C's are hidden, you have to understand that you come across as an organization that is trying to deceive customers. The fact that you haven't fixed your website with more clarity (***** *** **********) and that you refuse to provide a refund to customers who were led to believe they genuinely booked a rental, shows you are ok with it.

      I just want you to know that the people you take money from are people who work hard for their money, they are trying their best to pay their bills, they have kids to feed. Maybe it means something to you, and maybe it doesn't. The reason I am dealing with all this BBB is because I genuinely believe an injustice is being done here and it needs to stop.


      Sincerely,



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

      Business Response

      Date: 07/05/2025

      Dear ***** ********,

      Thank you for sharing your concerns, and we sincerely apologize for the frustration and confusion you’ve experienced. 

      Please send an email to customer care and we will have this looked into 

    • Initial Complaint

      Date:05/03/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Company is billing more over $500 for issues either not specified in the agreement, that I did not agree to (my full name was filled in where there were supposed to be initials), or that they did not provide me with accurate information to remedy.
      I rented a car for a few days and was told that I would need to create an account with the *******. I did so, but the rental company did not tell me what type of license plate to register the car, with and I, incorrectly, selected "commercial" when registering because I figured it was a commercial business. I should have selected "personal". As a result, the bill went to the company (the cameras were looking for one type of license plate when I'd given them a different type) and they're charging a $70 fee. I said I was happy to pay the toll fees, as they can see that I created an account with the intent of covering those costs. They billed me for the additional fees though I have been in contact and made clear that this was not agreed upon and I did not authorize the charge. They are also trying to charge me for other issues that were not listed on the lease or, are the spots in which I did not initial but they pulled my signature into the slots. This seems *******, and I will be taking them to court if they try to charge me any more.

      Business Response

      Date: 21/04/2025

      Dear **** *****, 

      Thank you for reaching out and sharing your concerns regarding your recent rental experience.

      We are sorry to hear about the confusion related to toll charges and associated fees. As outlined in our rental agreement, toll-related charges are the responsibility of the renter, and any misconfiguration or delay in toll payment may result in additional processing fees.

      Regarding the charges and initials on the rental agreement, please be assured that our rental agreements are completed with the customer's authorization at the time of pickup. If you believe there were discrepancies or signatures not made by you, we encourage you to send the details to ************@******.ca for internal review and verification.

      We are committed to resolving this matter fairly. Once we’ve had the opportunity to investigate further, we will follow up accordingly.

       

    • Initial Complaint

      Date:23/02/2025

      Type:Order Issues
      Status:
      Resolved
      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 have prepaid a car rental booking for 10 days with Routes.ca ******** Airport branch.
      Reservation number is **********
      Dates of booking are 11-Feb-2025 5:00 PM to 21-Feb-2025 5:00 PM
      I have prepaid 346.95 CAD.
      I was denied by the company employee because I had G2 driving license.
      Their policy shown in their website is not clearly stating they don't accept G2 driving licenses. It states that they don't accept learner's license. As far as I know, G1 is a learner license. G2 is not. All other car rental companies do accept G2 license.
      I tried to show the employee at the counter my Qatari foreign driving license along with my Qatari residence permit which proves that I am a resident of Qatar and have a valid driving license, she refused to see it.
      I made several attempts with emails and calls to their customer service and all what I hear if that this was a prepaid booking and no refund will be done.
      In conclusion, I have paid 346.95 CAD for 10 days of car rental and I did not receive any service.
      Even if their policy states that they don't accept G2 license, it was not clear enough ( * ** ********* ****** ***** **** ***** *******) and this does not give them the right to take the full amount without providing any service. I even tried to show them a valid foreign license with a valid foreign residence permit (*** **** ********)
      The worse case scenario should be charging me an admin fee and not taking the full amount. Imagine if I prepaid a full month of rental for example. Would they also take more than 2000 CAD for nothing?

      Business Response

      Date: 12/03/2025

      Dear **** ******,

      Apologies for the inconvenience caused.

      We will have this looked into and get this resolved we will have someone call you on the same 

       

      Customer Answer

      Date: 12/03/2025



      Complaint: ********



      I am rejecting this response because I keep receiving the same email from them stating that prepaid booking is not refundable as per their policy. 
      Again, their policy is not clear about not accepting G2 license as it states learner’s license. In addition to that, I am currently resident of another country for which I tried to present my driving license and resident permit but the lady at the counter refused to see it. I need a refund.


      Sincerely,

      **** ******

      Business Response

      Date: 08/05/2025

      Dear Customer,

      We understand your frustration and want to help resolve this matter as soon as possible.

      Please send us an email at ************@******.ca, and a representative will assist you directly.

      Customer Answer

      Date: 08/05/2025



      Complaint: ********



      I am rejecting this response because:

      I have already sent many emails and made several calls.

      i just need my money to be refunded.

       

      Sincerely,



      **** ******

      Business Response

      Date: 16/05/2025

      Dear **** ******,

      Please note that as per our rental policy, we do not accept G2 driver’s licenses. This policy was clearly communicated at the time of rental, and due to this violation, the rental could not be honored.

      For any further clarification, you may contact our Customer Care team at ************@******.ca. However, as this was a direct violation of our stated rental requirements, this case is now considered closed from our side.

      Business Response

      Date: 11/06/2025

      Dear **** ******,

      Sorry to hear about that we did check and identified that you have already raised a charge back with your credit card company and our team has accepted the charge back and you would have already received the money back but we apologies for the inconvenience caused 

      Customer Answer

      Date: 19/06/2025



      Complaint: ********



      I am rejecting this response because: Until today, I did not receive the final confirmation from my bank that the refund will be final. As per their latest communication, the vendor has asked to lift the hold on the credit card fee and they even stated that I did not show to pick up my car which is completely wrong. I have replied to my bank and am waiting for their final confirmation that the case is solved and that the fee refund is no longer temporary.



      Sincerely,



      **** ******

      Business Response

      Date: 26/06/2025

      Dear **** ******,

      Thank you for your message.

      We sincerely apologize for the inconvenience caused and understand your frustration regarding your recent experience.

      After thoroughly investigating your case, we have identified that the driver’s license presented was a G2 license, which unfortunately does not meet our rental eligibility requirements. As per our company policy, a full G class driver’s license is required to proceed with any rental, and this information is clearly stated in our rental terms and conditions. *** **** ********** ** **** ******** * **** ** *** ******** ******.

      Additionally, we understand that you had initiated a chargeback request through your financial institution. We would like to confirm that we have accepted the chargeback, and the refund has been successfully processed by your credit card company.

      Once again, we truly apologize for the inconvenience and appreciate your understanding in this matter.

       

      Customer Answer

      Date: 02/07/2025



      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:16/01/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 live in Chicago and booked a car rental through Routes (****** Airport) while my car was at the auto mechanic. I completed the necessary online information but skipped the box for the flight number since I'm a local resident. When I arrived to pick up the car the agent said since I didn't have a flight number and live in Illinois that I'm not allowed to rent and would NOT provide a refund. They are allowing customers to book online without a flight number and then charging the customer and not refunding the money. I put my address in also. They should have flagged it so I could not continue. If this is the policy it should not allow you to continue to book if there is no flight number or you have a local address. I can't imagine how much money this company has made doing business like this. **** ** * **** *** ***** ** ** **********  When I went back to the website to look for their policy it was not easy to find. This is what is listed-

      "All customers must have a valid return airline itinerary in order to rent. Routes locations at Chicago (****, Denver (***), and Atlanta (***) and Orlando (***) do not rent to local renters under any circumstance. All renters who cannot present proof of a round-trip airline ticket that includes the rental period are considered local renters."

      Business Response

      Date: 24/01/2025

      Dear **** *******,

      Thank you for reaching out to us regarding your concern. We would like to clarify that our rental policy is clearly outlined and specifies that we do not rent to local residents. Our services are available exclusively to customers who are traveling and can provide a round-trip flight ticket as proof.

      When booking through a third-party platform, it is the customer’s responsibility to review the policy details to ensure compliance. Based on our policy, all the required steps were followed in your case.

    • Initial Complaint

      Date:16/01/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      When I rented the car I was forced to pay for their insurance even though I provided documentation of my coverages. **** ** * ***** **** ******* ** * ****. I* ** **** *** ****** *** I will be seeking legal council. Every single customer comes out of this with a complaint and unauthorized charges and priceline should NOT allow companies to conduct such business practices that invole scams like these. I want my money back because I infact supplied the correct insurance papers and nowhere in the agreement that I sighned states, that even though you have your own insurance, we will still force you to pay for ours which is astronomically high. **** ******* ****** ** ******* *** **** ********** ******** ********** I would uplaod documentation for this charge but funny enough I wasnt guven ANY paperwork via email nor at the counter.

      Business Response

      Date: 24/01/2025

      Dear ***** *******,

      We would need to Verify and investigate  the information your provided our team will reach out to you in order to get this resolved please look forward for our team to reach out 

    • Initial Complaint

      Date:31/12/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      12/9/24I walked into facility and signed a car rental agreement. The agreement included insurance, which I informed the rep that I already have personal car insurance that I would like to use instead. Rep located a paper form that was whited out with another customer’s name and filled out my name and had me sign for my refund. I do not remember the refund amount but know that it was over $100. I did not receive a copy of the paper refund form. I proceeded with my rental and returned the car on 12/12. Upon checking out, I asked for a final receipt and was informed that the account has not been closed and that I will be emailed a receipt. 12/19I called routes at ************ to inquire about my final receipt. I was informed to get it from *******, which I already have. This receipt is what I paid to *******, not what routes charged me. I also inquired about my refund and was informed that it was in process. 12/30I called routes again and was informed that they are still awaiting a response from the refund team.

      Business Response

      Date: 09/01/2025

      Dear **** *******, 

      Apologies for the inconvenience caused we will look into this and have it resolved please send us an email on ************@******.ca and we will look into it at the earliest 

      Customer Answer

      Date: 09/01/2025



      Complaint: ********



      I am rejecting this response because:

      I already sent an email to customer care prior to this response. An acceptable response would be to process my return that I was promised on 12/9.


      Sincerely,



      **** *******

      Business Response

      Date: 13/01/2025

      Dear **** *******,

      Apologies for the inconvenience caused.

      This is to let you know that customer care is the correct team to get this resolved please have the same responded to them and we have asked someone to contact you as well to look into this 

      Customer Answer

      Date: 15/01/2025



      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:11/12/2024

      Type:Billing Issues
      Status:
      Answered
      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 vehicle on October 8th through October 13th from Routes. On November20th I get a email stating I owe $35.00 for a speeding ticket, along with an admin fee of $50.00. I never received or knew of any such ticket until Routes sent me the bill!! The payment was taken out on my credit card which I did not authorize! December 4th, I get another message about unpaid tolls, along with another admin charge of $50.00 total charge of $58.35 that was taken out of my account again without my permission. I sent Routes the cancelled check # **** that paid my $4.70 tolls that I incured. **** ******** ** *****! They get all the information from the tollway, and do not send anything to the renter until they decide to take money for the so called infractions! This is a very shady way to do business, I still to this day have not received anything from the Illinois Tollway for any infractions!!

      Business Response

      Date: 17/12/2024

      Dear Mr ***** ******,

      Apologies for the inconvenience caused. 

      We would like you to get in tough with the billing team so that we can look into it further can you please send an email at [email protected] in order to get this resolved. Speeding Tickets is a violation so please reach out accordingly   

       

      Customer Answer

      Date: 24/12/2024

      These people have given me this same stupid message for three months now, they never follow through! This is their way of getting out of answering a direct question! They are full of it!!

      Business Response

      Date: 17/01/2025

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


      We understand your concern and would like to provide some clarification. Our policy clearly states that if any violation occurs and is not reported or notified, an administrative fee will be applied.

      For more detailed information or further assistance regarding this matter, we kindly request you to contact our Customer Care team at ************@******.ca. Based on the information outlined in our policy, the necessary actions have been taken appropriately in this case.

      Thank you for your understanding. 

    • Initial Complaint

      Date:22/11/2024

      Type:Billing Issues
      Status:
      Resolved
      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 vehicle from this establishment. When I arrived they told me that the vehicle that I rented was not available and I was being given another one. The manager told me there was no charge for the change. The manager asked where I was going so I told him I was going to go over to Milwaukee to see my son. He had gotten ill and went tot the hospital and needed a ride to pick his vehicle up. The manager said normally there is a charge to leave the state but due to the circumstances the fee will be waived no p***lem. While I was picking my son up I recieved notification I was charged for leaving the state and for the different vehicle. When I returned the car I again notified the location about the charges and again I was told that they would handle the charges and I would reflect in the next couple days. I contacted the company several times and they choose not to help or contact me back. I called the location and they assured me that I was not to be charged. Now they will not return my calls.

      Business Response

      Date: 05/12/2024

      Dear ******* *******,

      Apologies for the inconvenience caused.

      We are investigating this case and we are looking into it and meanwhile i would like to request you to also send an email to our customer care team at ************@******.ca and our team will be providing you with the resolution 

       

      Customer Answer

      Date: 05/12/2024



      Complaint: ********



      I am rejecting this response because: I have contacted them several times and I contacted the location. They all told me that there was nothing i could do and even when I complained about the smell in the car they told me they would blame me for it. They said if I had a recording of the conversation they would do something other than that they would not help me. Yesterday i was charged for tolls that i paid with the toll authority also 100.00 in fees were added. I emailed the customer service and again no reponse.



      Sincerely,



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

      Business Response

      Date: 24/12/2024

      Dear ******* *******,

      We have informed our customer care team to look into it but if there is any violation then the charges will apply  

       

      Customer Answer

      Date: 09/01/2025

      I told the manager of the location I was going to Milwaukee to visit my son and I was told that it was fine. This company charged me for the rental then this extra fee and another extra fee over 100 dollars for tanking the car out of state. This was all approved by the manager when I picked the vehicle up. Also, I rented a medium sized vehicle and they tried to give me a smaller one. I was then only offered the vehicle above the one I rented.

      Business Response

      Date: 17/01/2025

      Dear ******* *******,

      Thank you for reaching out to us. We would like to inform you that we will need to investigate this matter further. To assist us in this process, we kindly request you to send an email to our Customer Care team at ************@******.ca. Please include the name of the person you spoke with, along with any additional details related to the charges in question.

      We would also like to clarify that the charges applied are consistent with our policies. However, we are happy to review this further to ensure everything has been handled appropriately.

      Thank you for your cooperation.

      Customer Answer

      Date: 17/01/2025



      Complaint: ********



      I am rejecting this response because:

      I’ve been dealing with this for months. The employee stated his name was ***. I spoke to him the day I dropped the vehicle off and emailed him without receiving any response.

      Sincerely,



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

      Business Response

      Date: 19/01/2025

      Dear ******* *******,

      This is to let you know our team has reached out and working on this to have the issue resolved 

       

      Customer Answer

      Date: 22/01/2025



      Complaint: ********



      I am rejecting this response because:

      Nobody has reached out to me about this. 

      Sincerely,



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

      Business Response

      Date: 27/01/2025

      Dear ******* *******,

      We tried reaching to you but was unable to connect you but we will have someone reach out to you

       

      Customer Answer

      Date: 29/01/2025



      Complaint: ********



      I am rejecting this response because:it’s been over a reasonable amount of time and would like a reasonable explanation soon!



      Sincerely,



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

      Business Response

      Date: 14/02/2025

      Dear ******* *******,

      Our team has made several attempts to reach you regarding your concern but has not received a response. We truly value your feedback and would like to resolve this matter for you.

      Customer Answer

      Date: 15/02/2025



      Complaint: ********



      I am rejecting this response because: I have responded to the rental cars emails. They continue to email me telling me they will not help me.

      I can send copies of the email? The last email was from **** ******* from customer service. She said she would not help me. 

      Sincerely,



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

      Business Response

      Date: 21/02/2025

      Dear ******* *******,

      We will have someone call you and get this resolved 

       

      Customer Answer

      Date: 26/02/2025



      Complaint: ********



      I am rejecting this response because:

      They do not call and when I try to speak to them they tell me they will not help me. They continue to deny me any help or assistance and they continue to drag this matter out. 

      Sincerely,



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

      Business Response

      Date: 03/03/2025

      Dear ******* *******,

      Sorry to hear about this will have a supervisor call you on this to get this resolved at the earliest 

      Customer Answer

      Date: 05/03/2025



      Complaint: ********



      I am rejecting this response because: I have spoke to people from the office, representatives and someone who stated they were a supervisor. Both told me they would not help me. I followed all the rules of this rental and now I’m being treated terribly, lied to and this just keeps being continued. 



      Sincerely,



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

      Business Response

      Date: 08/05/2025

      Dear Customer,

      We understand your frustration and want to help resolve this matter as soon as possible.

      Please send us an email at ************@******.ca, and a representative will assist you directly.

      Customer Answer

      Date: 12/05/2025



      Complaint: ********



      I am rejecting this response because: The company will not work with me. 



      Sincerely,



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

      Business Response

      Date: 16/05/2025

      Dear ******* *******,

      This case has already been closed from our side. If there are any further concerns, please have the customer contact us directly at ************@*******ca for assistance.

      Business Response

      Date: 11/06/2025

      Dear ******* *******,

      We are sorry to hear about this and we did follow the policy. But we did understand your concern and we want to solve this issue for you and we have send you the cheque to your address ** ******** ***** ****** *** ********* ** ***** and you should have already received it by now 

       

      Customer Answer

      Date: 18/06/2025



      Better Business Bureau:



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




      Sincerely,



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

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