Complaints

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

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Routes Car Rental has 8 locations, listed below.

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• 

  Routes Car Rental

  5 - 3687 Nashua Dr Mississauga, ON L4V 1V5

• 

  Routes Car Rental

  3035 Orlando Dr Mississauga, ON L4V 1L6

• 

  Routes Car and Truck Rental

  2664 Leitrim Road Ottawa, ON K1T 3V3

• 

  Routes Car Rental

  8443 McCoy Rd Orlando, FL 32822

• 

  Routes Car Rental

  3901 Mannheim Rd Schiller Park, IL 60176

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:08/07/2024

  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.

  After returning my rental car, the company charged me $111.82 and told me in an email that the charge was for crossing the state border which is stated in the rental agreement. At no time did this car leave the state while in my possession. The "proof" they sent was a screenshot photo of a gps position which is the alleged out of state occurrence. The gps picture they provided as evidence clearly shows that the car is within the state of Illinois.

  Business Response

  Date: 16/08/2024

  Dear ****** *********,

  Apologies for the inconvenienced caused.

  This is to let you know the based on the proof and the time in GPS the rental was under your possession if you have anything you would need to send an email to customer care at ************@******.ca and they will be able to help you on the same  

  Customer Answer

  Date: 16/08/2024

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

  As I originally demonstrated, your "evidence" clearly shows the address, including the city and state, where the vehicle was at the time of the alleged incident of "leaving the state".  It is VERY clear, as evidenced by the map and printed address (location) that YOUR COMPANY provided, that the rented vehicle was in the state of Illinois, which is the same state that I rented the vehicle in.  All one needs to do is look at the address where the vehicle is located.  It is printed on the very evidence that you are providing with your accusation.  Doesn't anyone see this?  I have ******** a copy of this evidence for your review.  I have tried using customer service channels already , as you have suggested in this complaint,  without success. I will continue to pursue a satisfactory resolution based on the evidence.  
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 13/02/2025

  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.

  Please reach out at your earliest convenience so we can assist you further. We look forward to hearing from you.

• Initial Complaint

  Date:04/07/2024

  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 from ****** rental Car Company, but, instead of paying a daily fee for their toll service, I chose to follow thier instructions, registering the vehicle, to my ****** account as "pay by plate", with the ******** Tollway Service. This service charges me directly for any tolls associated with that plate for the day I rented thier vehicle. The "pay by plate" service worked perfectly, as I was billed for and paid the first four of five tolls charged to the plate. But the fourth toll of .75 cents was never billed to me. It appears that before the toll could be billed to me, ****** paid it themselves, but in addition to the .75 cent toll, they also charged me a $50.00 fee and a $6.00 tax for a total of $56.75! I immidiately (June 28, 2024) called and emailed them that they should not have paid the toll as I had it set to be paid, per thier instructions. I told them they needed to remove that charge from my credit card immediately. The phone message said they would resolve the issue in three days. Unfortunately, they did not do so and the charge remains on my credit card. I was going to dispute the charge on my credit card, but they would need to cancel my card and issue a new number forcing me to change all of my auto-pay accounts.

  Business Response

  Date: 16/08/2024

  Dear ******* ********,

  Apologize for the inconvenience caused.

  We would request you to please send an email to ************@******.ca and we will investigate and get back to you with a resolution. 

  Please do the needful and we will have it taken care off 

  Customer Answer

  Date: 16/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I received an direct from the company with a copy of the agreement and a refusal to remove the ridiculous charge. I was hoping you would get a different response, but it appears they just want this complaint closed. For your knowledge, I have filed a complaint for ********** business practices the ******** Attorney General's office after I found other reports online of this business doing this to other customers.

  Thank you for your part in showing other consumers how this business profits off of loop holes in thier contracts. Hopefully we can put a stop to it.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 14/02/2025

  Dear ******* ********,

  We appreciate your feedback and understand your concerns. Our team has previously reached out to you to resolve this matter but did not receive a response.

  We would still like to assist you and find a resolution. Please contact us at your earliest convenience so we can address this issue promptly.

   

  Customer Answer

  Date: 15/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the company has not yet resolved my issue. Please see the text of an  email I sent to them directly:

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

  Good afternoon,
  
  This is an ongoing complaint and it will not go away until i receive my refund! I will continue to tell everyone I know, post on social media and badger the ******** Consumer Protection branch of the Attorney General's Office until you halt this unjust "$50.00 fee, business practice! I just rented from ****** and their policy is to simply charge the going rate for one day ($14.00), if you incur a toll that day. By the way, that covers ALL tolls on that day, even if they are more than $14.00! This is much more reasonable and typical of good business.
  
  If you relent and follow industry best practicves concerning Toll fees, I will not only withdrawal my complaints, but I will advertise that your business if finally in line with industry best practices.
  
  I await your response.
  
  Best regards,
  
  ******* ** ********
  

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

  If I hear back from the company, I will let you know. Thank you again for your assistance.

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

  Business Response

  Date: 21/02/2025

  Dear ******* ** ********,

  We will have some one call you and get it resolved 

  Customer Answer

  Date: 02/03/2025

  
  
  Complaint: ********
  
  
  Greetings,

  I am rejecting this response from the company because they continue to refuse to accept that truth they removed my toll paying ****** account which was applied to the licence plate of the vehicle I rented, per thier contract, which paid all previous tolls incurred during this rental and would have paid the 75 cent toll they incurred. This was a situation of thier own making and they need to apologise and refund all fees and taxes associated with this charge. They should also pay the 75 cent toll for all the trouble they have put me through. My complaints with the ******** Attorney General's Consumer Protection Office as well as **** ******'s Consumenr Protection Office will also remain!

  Thank you for your continued monitoring and intervention.

  
  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: 08/05/2025

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

  I have been through this process, regarding this complaint, multiple times. Each time we get a response from Routes Rental Company to resolve the issue, but when I contact Routes Rental, they suggest giving me a fraction of the illegal charge they forced me to pay in exchange for total forgiveness of the offense. I will not settle for that. At this point, I believe this complint needs to stay on thier record as long as possible as a warning to any potential customers to steer clear of Route Rental compant lest they be the next victime of their unethical practices.

  Thank you for your assistance.

  Best regards,

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

  Business Response

  Date: 16/05/2025

  Dear ******* ********,

  We respectfully maintain that all policies and charges were clearly disclosed and accepted at the time of rental. We have previously communicated with the customer on multiple occasions, including offering a goodwill gesture in an effort to resolve the matter amicably.

  It is unfortunate that the customer has declined our resolution. However, we must clarify that no illegal charges were applied, and all terms were in accordance with our rental agreement. The customer was not forced into any transaction and had the opportunity to review and decline optional services prior to signing.

  Given that we have acted within the scope of our policies and have exhausted all reasonable efforts to resolve this issue, we consider this case closed from our end.

  For any further concerns, the customer may contact us directly at ************@******.ca.

  Business Response

  Date: 11/06/2025

  Dear ******* ********,

  We are sorry for that inconvenience. We have sent you a cheque to your mailing address  **** ******** ** ***** ******** ** **********.  and you should have received the cheques already and hope this is resolved. We apologies for the inconvenience caused 

  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,
  
  
  
  ******* ********

• Initial Complaint

  Date:25/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to inform you about my renting car experience in Calgary, It was my First visit to Calgary from Nova Scotia. I rented a Car through a economy Booking with Routes Booking and Booking ID : ********* for 10 Days from 19th June to 28th June and everything was Paid until then through Economy Booking.There was also a notice, Which says you can drive upto 200 KM out of province and if additional then it will be $0.20 Something for additional kilometres and this is my First Visit to Calgary so was in impression that I can drive upto 200 KM atleast, So I just visited BC Field for 1 or 2 hours and returned to Calgary local for my Business work. Next day Routes charge me $329.72 and when I called the Office in Calgary they told me that you crossed the border without informing us so this is penalty for whole renting period.
  
  They told me we have Tracker in Car, I said if you guys have Tracker in Car then you can see that I just crossed the Border and Drove back to Province within in 2 hours and they charge me for whole renting period instead of 1 Day Out of Province Charge.
  
  I am ready to Pay for one Day Out of province charge but the rest of the days the car, I am using is in Calgary local area only so without my consent, you guys charge me whole renting period and The customer Care Lady never informed me that there will be charges otherwise I can add for atleast 1 Day but they just said about windshield which I added and told me you are good to Go.
  
  I called Customer service few times same day they charge my Credit Card and I tried to talk to Manager but the Lady was very **** and disconnect my CALL few times on my Face . I was on Hold for half an hour but Manager never talked to me and lady told me to email Customer Care as Customer Care charge your credit Card.Long story Short, I am ready to Pay for 1 Day which I went to BC Field but for whole Period that is not convenient and charge me without informing.

  Customer Answer

  Date: 30/07/2024

  
  I already followed up with Routes Car Rental customer service and they are very unhelpful and they dont care of customer.
  
  They are just explaining me about policies which are on their website, When I said that Customer Rep from Office where I picked have not explained me this.
  
  They even charged my card again $192 for Milege which is capped only for local Alberta drivers and I visited alberta from Nova Scotia. and when I returned car, The Customer Rep said all good and you can go.
  
  They charged my Card after 25 days . Which is like ***** as I never gave them consent to charge my card when I already returned the Car.
  
  This is what experience I am getting with Routes and I called many times to talk to Manager of Calgary Branch but the staff is very **** to me and always says manager is not here and talk to customer care via email. I already sent them more than 25 emails but they just stuck with policy policy. I said I am not from local and you can charge for one day or the day car crossed the Border but they charged my card almost $500 extra total. They have Tracker in car so I said track the car location of everyday but I am not getting anywhere with this and its not like I am rich ..
  
  Can you please help me sorting this issue ? I am ready to file case against this Calgary office staff and the way they treat customers.
  
  They have camera in Office so I will suggest to check how they Treat customers. They just want money from customer anyhow . No value of Customers.
  
  Thank you so much for your all efforts in this matter.
  
  Thanks and Regards,
  ***** ************

  Business Response

  Date: 16/08/2024

  Dear ************* *****,

  Apologize for the inconvenience caused,

  We are investigating this case meanwhile we would request send an email to our billing team/ Customer care team at [email protected] so that we can help you with the required information and details.

  Thanks

  Regards

  ******** 

   

  Customer Answer

  Date: 16/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I already talked with Customer Care and we had conversation with almost 40 emails back and forth and they are just stick with Policy Policy. Many time I mentioned to Them that Customer Rep at Routes office never explained me about Policy and Your team charged my card again with $192 after one month of returning car. Your team have no rights to charge customer card when we return car and Rep says all good and after month you charge card ? What type of Policy is this ?

  I am done with talking to customer care as they are not at all helpful.

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

  Business Response

  Date: 14/02/2025

  Dear ***** ************,

  We’ve been trying to connect with you to resolve your concern but haven’t heard back. Our goal is to ensure your satisfaction, and we’re here to help.

  Please get in touch with us at your convenience so we can assist you further. Looking forward to resolving this for you!

   

  Customer Answer

  Date: 14/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received any refund any Route Rental Calgary Customer service are very poor and they said we cannot provide you any refunds.
  
  
  
  Sincerely,
  
  
  
  ***** ************

  Business Response

  Date: 21/02/2025

  Dear ***** ************,

  We will have someone call you and get this resolved look for our call 

   

  Customer Answer

  Date: 26/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I got initial call and they said will call you on monday to give you final solution but then no response or call.

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

  Business Response

  Date: 03/03/2025

  Dear ***** ************,

  We will look into it and have a supervisor call you 

  Customer Answer

  Date: 05/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Supervisor called and told me next day will get back tomyou but then they never calls for the solution.
  
  
  
  Sincerely,
  
  
  
  ***** ************

  Business Response

  Date: 08/05/2025

  Dear Customer,

  We’re sorry to hear about your experience and would like to make things right.

  Kindly contact us at ************@******.ca so we can review your case and work toward a quick resolution.

  Customer Answer

  Date: 08/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I contacted their customer care email address and even got calls from Routes Manager and they offered my only $50 Credit which is not acceptable and this complaint is going on from last almost Year now and Routes dont even care of their customers. Very poor customer service and always gets response from Routes after months.
  
  
  
  Sincerely,
  
  
  
  ***** ************

  Business Response

  Date: 16/05/2025

  Dear ***** ************,

  Thank you for your continued feedback.

  We understand your frustration and sincerely regret the delays you’ve experienced. As a goodwill gesture, a credit was offered, but we acknowledge that it did not meet your expectations.

  Please note, we have reviewed your case thoroughly, and our final resolution was provided in line with our policies. While we regret that you're not satisfied with the outcome, we have extended the offer in good faith, and no further compensation will be issued.

  Should you have additional documentation or details you believe may impact the resolution, you are welcome to contact us at ************@******.ca.

• Initial Complaint

  Date:26/04/2024

  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.

  On April 21st we were charged $259.43 by Routes for our car rental. We had already paid for this car rental with a combination of points from ******** ******** plus $163.18 (with ***** Cars) on March 18th. This $259.43 needs to be refunded immediately. Reference number ******

  Business Response

  Date: 03/05/2024

  Dear *** *******,

  Apologies for the inconvenience caused.

  We would request you to send an email to our customer care team and they will be able to help you get this resolved at ************@******.ca 

  Customer Answer

  Date: 03/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have contacted customer care for Routes multiple times and the issue is still not resolved. It is impossible to get someone on the phone and it takes close to two weeks to get a reply to an email. After reading many customer reviews, this kind of dishonest transactions and extra credit card charges seem to be commonplace with the company. This needs to change, starting with a prompt refund for the car I was charged twice for. 
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 24/05/2024

  Dear *** *******,

  Apologies for inconvenience caused.

  We will have someone call you at the earliest 

   

• Initial Complaint

  Date:31/03/2024

  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.

  Routes I rented at car on 12/6/2023 I pre paid for $485.49. I extended for 13 days and the car was returned on 12/31/2023. The per day rate was $19.45 a day. For the additional days I should have been charged $252.85 before taxes. $738.34 should be the total for entire rental. Where does $629.18 come from??? Then another charge of $298.03 for what I do not know. That is additional to what I did not authorize. I was sick and could not return car so my family member returned on 12/31/2023. * **** ******** ******** *** ******* ****** ** ******* ** ** ******* *** ***** ********** ***** I am appalled that a said company would look to profit *********** to my set back. WHO conducts business this way? I have complained formally to my credit card company as well, ******* ****. Please help me to understand what exactly went on with this rental and how I owe according to my bank statement, all these additional charges. I also am not disputing at traffic infraction of a right turn on ******** Road. That was $100.00 charge from Illinois tollway. However, the $50.00 additional charge with that infraction is ridiculous. Why am I being punished by a $50.00 office fee???
  Please allow me to receive a credit for these erroneous errors of justice on my credit card. I did not, may I repeat I DID NOT AUTHORIZE ALL THESE CHARGES ON ACCOUNT. I would appreciate help and assistance and also explanation in full detail for this one car rental that took place on December 06, 2023 - December 31, 2023. Explain to me how your company can stand in an integral way and still take monies in a deceiving way. I would like my account cleared and only the correct charges made and I have no problem with taking care of what is honest and true. Anything else is contrary to what is integral and right to me as the customer. I look forward to hearing from Routes corporate team who can dissect and intervene in this matter. I know that Mr. Pavan K. replied to ******* **** in regards to a chargeback matter.

  Business Response

  Date: 18/04/2024

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

  Apologies for the inconvenience caused

  The charges are valid as per the requirement but for more clarity you can also contact our customer care team at ************@******.ca and they will be able to help with more information but the charges where valid based on the extension and the toll charges 

   

  Customer Answer

  Date: 24/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I would like something done by corporate office not me calling a telephone customer service number with no live person can help me.

   I deserve to have my days at 19.45 a day not 70.00 for five days. I will be done doing business if I get no help. 
  
  
  
  Sincerely,
  
  
  ******* ******

  Business Response

  Date: 30/04/2024

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

  Apologize for the inconvenienced caused.

  We would like to get this resolved can you please send an email to our customer care department at ************@******.ca and we will have this looked into 

   

• Initial Complaint

  Date:23/03/2024

  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.

  1. The return address was incorrect on the email as stated by Routes and I missed my flight due to being 25 minutes over the time I was supposed to be at the airport. I spoke to the manager on duty and I am looking for the entire rental charge to be covered as I had to come out of pocket to cover the remainder of the flight home, me waiting overnight at the airport, and then finding a ride to get home since I missed my ride home the night before.
  2. The shuttle took over 20 minutes to get to the pickup and I had to get a **** where I had to wait an extra 10 minutes and by the time I was picked up the shuttle STILL didn’t arrive.
  3. My $500 deposit that was supposed to be a hold on the 11th and here we are on the 22nd where it’s showing as an actual charge on my CC.
  4. I was charged an ADDITIONAL $42.03 when I returned the car between 6:50-7:00pm.
  5. The manager NEVER called me back, did -0 follow up and placed complete blame on Gotrentalcars vs taking accountability.
  
  They responded back to my CC with the rental contract stating they were right in charging me the $42 additional dollars since I passed the time I kept the car but won’t respond back to me. I would love to know how I returned the car 2 hours late when I spoke to their manager 2 hours BEFORE the noted drop off time and was at their office for over an hour.

  Business Response

  Date: 18/04/2024

  Dear ******** *****,

  Apologies for the inconvenience caused.

  We have informed our team related to this concern and we are investigating this from our end you will receive a call our team to address this issue and get this resolved 

   

  Customer Answer

  Date: 18/04/2024

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

  From January until now, I have not received a call from anyone regarding this. There is no number on the website and my emails have gone unanswered. The only response I received was my credit card company letting me know that you were disputing my dispute of the $45 dollars. The time for placid comments has passed and I need action. Your manager on site NEVER responded back, falsified my return time, offered 0 assistance for my missed flight, and when I called, voice mail box is continuously full and neither have reps from corporate office have reached out to me. 

  
  BBB: this company has a pattern. Please investigate further.

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

  Business Response

  Date: 30/04/2024

  Dear ******** *****,

  Apologies for the inconvenience caused,

  We did communicate the same to the concern team we will make sure you get a call today to get this resolved 

   

   

   

  Customer Answer

  Date: 02/05/2024

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

  Though I received a call from Routes, no resolution was found as they needed to escalate my case for the resolution I am requesting.

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

  Business Response

  Date: 10/05/2024

  Dear ******** *****,

  We have tried calling you multiple times but there is no response from your end 

   

  Customer Answer

  Date: 14/05/2024

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

  I have been in communication with 2 of your reps that still couldn’t find a proper solution between blaming me for the lack of communication because they couldn’t follow a forwarded email. What kind of business do you guys run that no one knows what the other is doing? And the lack of accountability is atrocious.

  I signed the refund form 2 weeks ago and still haven’t seen anything on my bank side. Let’s move this along please. From January until now is ridiculous.

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

  Business Response

  Date: 15/05/2024

  Dear ******** *****, 

  Apologies to hear that you are waiting for refund we will look into this and get back to you 

• Initial Complaint

  Date:14/03/2024

  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.

  Booking #: ********* ****** Airport
  March (1-3) extra day (March 4)
  Correct Charges: $50.49 (2 days) + 24.63 (extra day)
  Wrong Charges: $19.48
  *********** 
  I’ve been a frequent customer at Routes Car Rental for 4 years. I often refer friends and family.
  I booked a car online for 2 days (March1-3), and called to extend one day; was charged at return (good).
  
  Then March 6th, I received late charge email. I called to inquire and manager (named *****) denied it was an error claiming I returned car March 5th. I sent her the original invoice ($24.63 dated March 4th return, 15 mins early) and she seemed confused. She had also emailed a fake invoice on the call (********). Finally, she admitted I was right and said to contact customer service and she would back me up.
  
  I contacted customer service (*****) and for a 1 week of “investigations", they kept changing reasons for the charge even using wrong amounts; first it was apparently an extra day charge, then it became a late charge. I wasn’t late. I was 15 min early! (*** ***********)
  
  After their persistent late claims, on March 12, I went in person to try rectifying and even agent (named *****) understood the story (he did both the original booking and the return). He called a manager (*****) and after repeatedly refusing to do anything ***** told ***** to call the police. Thankfully the police understood my side and even offered me a ride home. The police recommended I come back in the morning next day, but I decided to attempt to contact Routes executives instead for resolution. I haven’t heard back, so this is my next step before escalating further.
  
  It is not about the small amount of money, this is principle. A *** and an offer for an SUV upgrade on my next booking, and police call is not acceptable. I was never late (early in fact) and I paid for the 3 days.
  
  Good employees who tires to help are ****, ***** and even ***** who is new, but *****, ***** and ***** were very *************l. I'm appalled. Thank you.

  Business Response

  Date: 18/04/2024

  Dear ***** ******, 

  Apologies' for the inconvenience caused you need to get in touch with the booking source as they will only be able to help you as this concern is related to the booking source park of an issue 

  Customer Answer

  Date: 18/04/2024

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

  It is Routes Car Rental who erroneously charged a late fee (the booking source doesn't even charge late fees - they have nothing to do with anything past the original 2 days paid to them). I have even attached the invoices. The "booking source" has nothing to do with you charging me a late fee—and again I was not even late at all!

  Have you even read my complaint and gone through the ******** documents proving what I have said?

  Allow me to simplify:
  You are the ones who charged me. You made a mistake somehow and charged me. You are the name on the credit card statement. You are the ones to reimburse me, because you took the money.

  Furthermore, you have not even addressed any other points I have made - the ***************** and ************ by your employees.

  I am very surprised by your response lacking accountability. How very disappointing. Please refund me the money you erroneously charged me. Thank you.

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

  Business Response

  Date: 14/02/2025

  Dear ***** ******,

  We previously reached out to assist you with your concern but have not yet received a response. We would still like to help resolve this for you.

  Please contact us at your earliest convenience so we can assist you further. We look forward to hearing from you.

• Initial Complaint

  Date:26/02/2024

  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.

  Routes rental car has not returned my deposit, after my rental. Which is $350 and no one is available to pick up the phone. And I waited two weeks to even have a issue about it. Which I was told I would only have to wait 3-5 business days for my deposit to be refunded. I do have the document saying I owed nothing if that is needed.

  Business Response

  Date: 29/02/2024

  Dear ******* ********,

  Apologies for the incontinence caused

  This is to let you know that we do not have the pre auth held at our end by now you should have received it can you please check and let us know on the same please 

• Initial Complaint

  Date:07/02/2024

  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 rented a 2022 *** ******** from the Orlando Routes location on December 27, 2023. Rental agreement *********. I was charged $915.66 on December 27th.I tried to start the rental car on December 29th and it would not start. I called the Orlando office and they told me to call *** or get the hotel to jump start it. I asked them to come replace it and they would not. *** jump started it and ran a test on the battery. The test showed the battery was no good and needed to be replaced. I tired to call the Orlando office all day on December 29 and they won’t answer the phone. I drove the car back to the rental office on December 29. They didn't offer me a replacement or resolution so I returned the car early and was told that i would receive a prorated refund.I spoke multiple times to Omar, the on-site manager. Eventually they stopped answering my calls.Long story short, on January 10 Routes offered me a partially prorated refund of $515 and asked that I sign a consent that there would be no disputes of chargebacks. I returned the signed form on January 22. (It took longer because I insisted they release the additional $500 hold on my credit card, in case the car was damaged, which it was not). I also felt they should have refunded $549.40, which is 60% of the total charge since I couldn't use the car for 60% of the agreed time.On Saturday February 3 Routes emailed me that they would now refund $363.93, not the $515 I agreed too earlier. They are now telling me they only approved $363.93.At this point I just want the $515 back they agreed to. * ** ********* the form that they sent me, which I signed. I have dozens of email correspondence that I am happy to forward if it would help.Thank you,*** ****

  Business Response

  Date: 21/02/2024

  Dear ****** ****, 

  We apologies for the inconvenience caused. 

  We understand your frustration on this but as they have approved the refund and you would need to discuss the same with the customer care team to look after this and to be taken care off 

  Customer Answer

  Date: 29/02/2024

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

  I have contacted the customer care team over 20 times and they are completely unresponsive. I reached out to the BBB because they were unresponsive.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 08/03/2024

  Dear ****** ****, 

  Apologies for the inconvenience we will have our team reachout to you on this apologies for the inconvience  

  Customer Answer

  Date: 08/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  they continually tell me that they will be reaching out, but the only reaching out they do is to tell me they will reach out. I have returned their signed form agreeing to the $515 refund, it’s been over 2 months, why haven’t they processed it yet? Thank you for your help
  

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

  Business Response

  Date: 14/02/2025

  Dear ****** ****, 

  The refund has already been proceed please check and kindly let us know 

• Initial Complaint

  Date:23/01/2024

  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.

  On 12/21/23 I was involved in an accident with an individual that was driving a ****** rental car, my car was totalled in the collision. The driver of the rental was traveling the wrong way on a one way street. The police report clearly states that the driver of the rental car was at fault. I contacted the atlanta office as soon as the police report was available(12/27). They told me that the accident was being investigated and to call the corporate office , over the next week I called the corporate office and atlanta office to get an update on the claim only to be handed off from one employee to next. I continually asked for the name of their insurance provider and noone could seem to give me that information, it wasn't until 1/11/24 that I was given the name of their insurance company when I contacted the insurance provider I was informed that no claim had ever been started. It is currently 1/23/24, and their insurance provider is now refusing the claim. I am now without a vehicle and at $2000 of lost wages

  Business Response

  Date: 21/02/2024

  Dear ****** *****,

  Apologies for the inconvenienced we would request you to please send an email our customer care team at ************@******.ca to help you better