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

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.

Initial Complaint
Date:23/01/2024
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.
I made a reservation with Routes Car Rental Atlanta on 01/04-01/06. The total was $47.83 as I declined insurance. I provided my insurance to the employee and checked out. Before I could sign the inspection transaction summary via my phone, an employee signed FOR ME. That’s issue number 1.

On 01/05, a miscellaneous charge of $23.68 was made on my card with no explanations of charges. I was not present at the time during the charge.

On 01/06 when I returned the vehicle, an employee made a charge for my account without my card present, nor a signature of $90.00. When I asked what I was being charged for, the employee stated “I thought you were the lady I talked to on the phone who wanted to extend the vehicle”. I never spoke to anyone on the phone, never asked to extend the vehicle, nor authorized ANYTHING. He simply charged the card on file. Once I communicated the error, he printed off a receipt of refund for both ********** charges of $23.68 and $90.00.

It is not 17 days later, 11 business days later, and my bank **** ******* ****** ***** stated a refund was never initiated. I have contacted Routes on numerous occasions, and they can not only not explain what the charges are, nor can they say when I will be refunded. The amount of negative ratings on BBB with the same issues, leads me to believe this company is stealing from it’s customers. Moving forward, if I am not fully refunded within 30 days, I will seek legal action, and a class action suit.
Business Response
Date: 21/02/2024
Dear ******* *****,
Apologies for the incidence caused.
We are investigating this we will get back to you at the earliest please look forward for the email coming from ************@******.ca
Initial Complaint
Date:02/01/2024
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 visited routes car rental Atlanta and got a rental and added the insurance the total was $212. Two months later routes car rental contacted me saying I owe Them money, everything cleared when I checked Out the vehicle and also took pictures of the vehicle for my references. They sent me an invoice saying I returned The car early and the price was way higher than what I paid In store. I have pictures and proof for my records.I would Like for routes to solve this issue. It’s unacceptable that they would contact me two months after my rental is complete and try to charge me and *** about the charges. Absolutely unacceptable. Please refund me my money and stop contacting me saying I owe Anything when they were paid then and there.
Business Response
Date: 05/01/2024
Dear ********* *****,
Your correct you did pay $215.27 for the service you opted this is to let you know that your reservation was for $121.98 and due to technical issue the payment did not go through for the rental you used you can check your statement if you have paid for $121.98 when you made the booking on the 7th October 2023 at 16:21:03.
That the amount you got the call and email about hope this is clear to you know
Initial Complaint
Date:31/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 22 December I purchased a rental car from routes through the ******* platform totaling $277.70 for a period of 4 days. I was picking up the vehicle from Orlando Florida and driving to Daytona which is over an hour away. When I arrived to pick up the vehicle, the clerk told me that there was some rule about a 100 mile limit(which was not mentioned during purchasing). I told her that I would be going almost 100 miles one way and that this would not work for me. They would not compromise so I refused the vehicle due to unmentioned terms. When I called ******* I was assured that I would receive a refund, but then received an email the next day stating that Routes would not release the funds. I had to pay $68 for an **** to Daytona (both ways), and the cost of a legit rental car when I got to Daytona ($169.02). And now it appears that I’m stuck with this “**** *** ****** “ rental car fee. I **** **** * *** ******* **** ** *******.
Business Response
Date: 05/01/2024
Dear ****** *******,
We apologies for the inconvenience caused.
This is to inform you that we are investigating this case and we will take action on this accordingly mean while we would like to solve this issue for you as this booking is made through 3rd party website and they are the merchant of record we would request you to contact for a refund and we will also contact them to let them know on the same
Initial Complaint
Date:03/10/2023
Type:Service or Repair 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.
**** ****** ******* ****** ** ************ *** ***** *** ****** **********. On September 14th I went to pick up a pre-paid rental car from this agency purchased through the travel app ******. They transported me off premises to a sketchy part of town at 11:30PM at night. Upon arrival they refused to review my insurance documentation and forced me to pay $250 more in order to get the rental car as well as witholding a $500 deposit which has yet to be returned. While there they were using the same ********** *** ********* business practices with other renters. Without any options given the time of night AND the uncomfortable neighborhood they forced me to sign documents against my will in order to leave and get to safety. This company should be investigated.
Business Response
Date: 11/10/2023
Dear ******** ****,
We apologies for the inconvenience caused.
We are investigating on this we will have someone reach out to you accordingly we are taking required action on this front

Customer Answer
Date: 26/10/2023
Complaint: ********

I am rejecting this response because it is not a resolution, and is simply a notice of an investigation. I had no other choice, but to reject and await for the findings of the investigation.

Sincerely,

******** ****
Business Response
Date: 27/10/2023
Dear ******** ****,
We did check on this and this is to let you know as per the investigation. The first point is that the location is not in a sketchy area, The street has most of the off airport car rentals and a lot of shopping plaza and it is a main street in Orlando. Its informed when you showed up you did not have any proof of insurance and there was no force to pick up the car. If in case you did not like you always have an option to opt out of renting and the location would have dropped you back at the airport and you did signed the contract and everything is included in it *** ****** **** *** ******** ****** ****** *********
Customer Answer
Date: 31/10/2023

Complaint: ********

I am rejecting this response because:
- I attempted to show my **** insurance card as proof of insurance (********)
- I attempted to show the **** insurance quote related to the above insurance card (********)
- The person at the desk refused to even look at the documentation that I brought, claiming that the only "proof" that she would consider looking at was my "declarations page" which is not something that I have ever had to produce as proof of insurance for a rental car, nor was it specified as required documentation when the booking was made.
- I attempted to retrieve this documentation including calling my insurance company, but it was 11:30PM and I had no options.
- When I asked to cancel the reservation in an attempt to find an Uber and get things resolved the following business day, the representative said that I would still be charge the pre-paid rates for the rental car since I would be failing to rent the car.
-These are aggressive sales tactics and I was coerced into signing the contract or be abandoned and out my original paid fees.
- I called for support from the third party app where the rental was booked, and am in the process of getting the recording to prove that I was under duress.
- The clerk said, "why do you care, isn't this a business trip, they can write it off" - which to me is an indication of questionable ethics and business practices.
- I witnessed other clients undergoing the same treatment which is a strong indication that this is standard practice at this establishment
- The costs of insurance I clearly inflated, and I would assume that this is a profit center for the establishment, and they are running a bait and switch operation
- To an outsider, the location of the establishment does not feel safe, especially in the middle of the night.

Sincerely,

******** ****
Business Response
Date: 03/11/2023
Dear ******** ****,
We understand your concern and we are looking into it and will be taking strict action but as a gesture we can provide a $85 refund from our end.
Our customer care team will send a consent from please fill the same and send it so that the refund process can begin

Customer Answer
Date: 15/11/2023

Complaint: ********

I am rejecting this response because:
- I had no option but to sign the contract so that I could get to my destination safely. I had already paid the original amount, and the desk clerk told me that there would be no refunds, and my only option was to take a taxi or go back to the airport and figure it out. At that point it was almost midnight, I didn't know where I was, I still had more to travel, I had an important meeting at 6 AM.
- Even factoring in the $85 gesture results in my paying 425% more than I expected to pay, and it relinquishes my right to make sure that this issue is addressed properly and protects future consumers. I believe signing this document and accepting the payment would compromise ongoing investigations.
- If someone from Routes is willing to contact me directly so I can understand what actions are being taken to prevent this from happening again, I might consider this concession and drop the case.
Sincerely,

******** ****
Business Response
Date: 21/11/2023
Dear ******** ****,
This is to inform you that our team tried reaching out to you but unfortunate was unable get through you as it reached Voice Mail so we will try calling you once again.

Customer Answer
Date: 01/12/2023

Complaint: ********

I am rejecting this response because:
It was informative, and not a resolution to the matter. I will wait for the phone call. If you would like to schedule a time, please send me some options and I will make sure to be available.

Sincerely,

******** ****
Business Response
Date: 07/12/2023
Dear ********,
We have informed our concerned team and they will be reaching out to you as mentioned by you so please me available so that we can have this sorted.
Customer Answer
Date: 07/12/2023

Complaint: ********

I am rejecting this response because:
I will wait to be contacted as mentioned in the response.

Sincerely,

******** ****
Business Response
Date: 13/12/2023
Dear ******** ****,
I think you had already spoken to the concerned and this is sorted
Customer Answer
Date: 19/12/2023

Complaint: ********

I am rejecting this response because:
I had a very good call with a manager at the location. We discussed the situation at length, and verbally agreed on a resolution of $150 refund, and a promise to train their team to avoid this situation in the future. I'm waiting on a follow up and refund before I close this case.

Sincerely,

******** ****
Business Response
Date: 21/12/2023
Dear ******** ****,
The needful is already done
Customer Answer
Date: 21/12/2023

Complaint: ********

I am rejecting this response because:
I do not understand what "the needful has already been done" means. Is this a typo?

Sincerely,

******** ****
Business Response
Date: 26/12/2023
Dear ******** ****,
The team has already refunded the amount from our end

Customer Answer
Date: 02/01/2024

Complaint: ********

I am rejecting this response because:

The refund has not processed yet. I will keep an eye out.

Sincerely,

******** ****
Business Response
Date: 09/01/2024
Dear ******** ****,
The refund is proceed from our side please check at your end
Please find the receipt ******** for your reference
Customer Answer
Date: 10/01/2024

Complaint: ********

I am rejecting this response because:
Thanks for the confirmation - it still has not processed on my account and my credit card company said they have no way to investigate until it hits their account. They did say it can take up to 2 weeks to process. When was the refund issued?

Sincerely,

******** ****
Business Response
Date: 12/01/2024
Dear ******** ****,
The amount should be already reflecting on your account can you please check your statement and let me know please on the same
awaiting for your response
Customer Answer
Date: 22/01/2024

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.
The refund posted January 9th, and I think this was a fair settlement given the situation. The manager at Routes called me, and went above and beyond to listen to my concerns and reach a fair compromise.

Sincerely,

******** ****
Initial Complaint
Date:28/07/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transaction: June 17, 2023

It was agreed at the counter that I would pay for commercial insurance and $0.20 per km travelled. This came to $85.42 including tax for the insurance and the kms travelled was pending how much distance the rental was driven.

The nature of the dispute is that additional charges showed up on my ********** which were not authorized by me:
June 20 - $75.12
June 21 - $28.47
I inquired and received an invoice (********) showing charges for mileage, insurance, and pre-location surcharge.
The mileage charge was correct as I had driven 290km x$0.20/km = $58, but the insurance did not match what was discussed nor what was charged to my card. Also, the first time I heard anything about a pre-location surcharge was on this invoice.

I requested validating information from Routes and have not received any satisfactory answers so I requested reimbursement for the incorrect charges and charges I had not authorized as shown below:
I was charged a total of $189.01
I authorized the insurance and km charges: $85.42 + ($58 x 12% tax = 64.96) = $150.38
I requested to be reimbursed for the difference of $38.63

Routes responded stating that I agreed to all charges at the counter. I forwarded my copy of the rental agreement (********) asking them to point out where a "pre-location surcharge" is mentioned. ***** from Routes last responded with "we can confirm you had opted for (these charges) to which your card was charged"..."Pre-location surcharge....is a tax for add-ons".

I have ******** my email communications, the invoice Routes provided upon request, and a scan of the rental agreement provided at rental pickup.

Tracking numbers:
Reservation number **********
Agreement number *********

Any assistance you may provide would be appreciated.

Thank you,
*** ******
Business Response
Date: 28/07/2023
Dear *** ******,
We apologies for the inconvenience caused to you.
After our investigation we identified that the information you have provide and the calculation is unfortunately not correct
You have calculated 3days CDW instead of 4 days. The insurance amount calculated by you was a total amount of $85.42 ( $21.99 X 3days plus taxes)
But it needs to be calculated for 4 days as per pickup/dropoff time. The correct amount is $21.99X4days plus taxes = $113.89
Further, for the mileage charge, the calculation that been done by you is without prelocation surcharge and this tax is applied to mileage charge.
Initially we have charged 3days CDW as we missed out on charging the 4th day so later the remaining charge of $28.47 was taken for the additional day which was not changed in the beginning
The total amount charged is correct from our end of $189.01. Unfortunately there was a miss of one day CDW and perlocation surcharge in your calculation
Kindly let us know if any question
Customer Answer
Date: 29/07/2023

Complaint: ********

I am rejecting this response because:
I did not calculate the $85.42 for CDW as Routes is claiming. I was told at the counter that I was required to pay that amount if Routes was to honour my reservation for a cargo van. I paid this amount at the counter when renting the vehicle and my credit card statement verifies that.

I did not submit my calculation of the $58 for the mileage charge. I verified that the $58 listed on the invoice provided afterwards was correct. My records show 1 km less was driven, but $0.20 is not worth disputing. I added the 7% PST and 5% GST as those taxes are listed on the respective government websites. The total is $64.96.

I was not made aware of a "Pre-location surcharge" and therefore did not authorize Routes to charge their "tax". This "tax" is also not listed on the agreement that I given when renting, and the first time I heard about it was when I inquired about charges to my credit card that were not communicated to me.
It has been over a month since the rental was returned to Routes and this is the first I'm hearing about them making a mistake and undercharging me. I do not accept that Routes can charge whatever they feel is correct after the fact, especially without consulting me beforehand.
I hope this clarification helps resolve the dispute.

Sincerely,

*** ******
Business Response
Date: 02/08/2023
Dear Dear *** ******,
We are investigating this and our customer care team will getting back to you accordingly
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.
Customer Answer
Date: 14/02/2025

Complaint: ********

I am rejecting this response because: they have not reached out to me as they claim in their formal response.

Sincerely,

*** ******
Business Response
Date: 20/02/2025
Dear *** ******,
We will again reach out to you to get this resolved
Customer Answer
Date: 26/02/2025

Complaint: ********

I am rejecting this response because: the business has not made any reasonable attempt to contact me. I saw a missed call and attempted to return it. Due to the lack of voicemail or other communication, I got lost within their automated answering system.

Sincerely,

*** ******
Business Response
Date: 03/03/2025
Dear *** ******,
We are sorry to hear about that we made all possible attempts to contact you multiple times but still was unable to get through we will try and call you again in order to get this resolved

Customer Answer
Date: 05/03/2025

Complaint: ********

I am rejecting this response because:
Routes has not attempted to reach me since their last response. Routes seems to not want to reach me. There is room in my voicemail to leave a message, and they have my email.

Sincerely,

*** ******
Business Response
Date: 13/03/2025
Dear *** ******,
We did call you unfortunately you were unavailable we had called you more then 4 time there is no response unfortunately your response does not Aline with what you have mentioned however we will try calling you again to get this resolved

Customer Answer
Date: 18/03/2025

Complaint: ********

I am rejecting this response because: they have not reached out to me as they claim.

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: 09/05/2025

Complaint: ********

I am rejecting this response because:

It has not been resolved. I've attached a screenshot of my email to the company as they requested. However, I contacted them prior to making this claim and they did not attempt to resolve at that time.

Sincerely,

*** ******
Business Response
Date: 16/05/2025
Dear *** ******,
We apologies for the inconvenience caused
We will have someone call you and get this resolved for you
Customer Answer
Date: 16/05/2025

Complaint: ********

I am rejecting this response because: no attempts to contact me have been made since the last rejected business response.

Sincerely,

*** ******
Business Response
Date: 22/05/2025
Dear ***,
Apologies for the inconvenience caused we will be mailing the check for $40 CAD to your mailing address at **** ******* ***
********* ** ******
Customer Answer
Date: 25/05/2025

Complaint: ********

I am rejecting this response because:
I have not yet received what the business is saying they will provide. Given the nature of the complaint, I will only consider the matter resolved once the promised / owed amount ($40) has been received.

Sincerely,

*** ******
Business Response
Date: 05/06/2025
Dear *** ******,
The cheque was mailed to you and we are sure you have received it as well. please consider this case closed form our end and again we apologies for the inconvenience caused
Customer Answer
Date: 19/06/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have received their cheque for the money they wrongfully charged my credit card without my knowledge or consent. I consider this particular matter resolved but will never do business with them again due to their lack of ethical business practice.

Sincerely,

*** ******
Initial Complaint
Date:24/05/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i rented a car from routes 2 weeks ago, declined insurance multiple times from the commerce city colorado location, they said "it was state law to have insurance on the rental vehicle" i said okay i already have it with my insurance company and on my credit card they said no it has to be purchased through us additionally, i declined again and they said they would not rent me the vehicle if i didnt sign up for coverage, i let them know that i understand the law and that i didnt need to pay for double insurance and they still charged me for it, tried to contact the customer service email to settle the issue and they said they will not do anything and they will not respond to any more of my messaged
Business Response
Date: 26/05/2023
Dear **** *******,
Sorry for the inconvenience caused.
We investigated this at our end and found out that at the time of providing the rental to you. You did say that you have the *** coverage but you did not have any proof of it which states that you have ideally you will get it from your credit card company as you know its a mandated requirement. When the front desk was unable to get the proof of the same they provided you with the insurance for the same
Initial Complaint
Date:03/05/2023
Type:Service or Repair 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 had reserved a rental car using the *********** website for Feb. 16, 2023 in Atlanta GA. My flight was delayed 2 hours. Routes Rental Car company closed at 12:00 midnight. My flight arrived after 11:30 PM. Before getting my luggage I called Routes to say we had arrived, there was no answer on their customer service line. The Route location is off airport and there was no shuttle service to their location. I never picked up the rental car. I had to rent from another rental car company that night.
I tried calling the net day and they said I had to file a claim with ***********. *********** said Routes held by their policy of no refund. I disputed the charge with my credit card company and they received the same response. I would like a refund from Routes for the $258.55 USD since I never received the rental car. ******** *** *** ********* **** ** ****** **** ******* **** ***** ************* *** ********** ** **** ******
Business Response
Date: 04/05/2023
Dear ******** ******,
We apologies for the inconvenience caused.
This is to let you know that We hold the rental till the end of business day but we also understand that the situation of your flight delay was not under your control. As you know the 3rd party company is the merchant of records and they are the one who can provide a refund. We from routes will not be doing any charges from our end and you reach out to the 3rd party for a refund if they want any confirmation from our end please ask them to send an email to our customer care team at ********************** but for the refund process you would need to reach out to them.
Also we will also reach out to them and inform them the same
Initial Complaint
Date:20/04/2023
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.
Rented a vehicle, returned the vehicle with a few scratches on it from a hit and run. My car insurance was arranged to set up to cover the entire bill for damage however, routes has charged my **** card without my authorization for the damages. The amount they have charged me is incredibly high in comparison to the same amount of damage. Routes has not responded to any of my phone calls or emails, nor have they responded to my insurance company.
Business Response
Date: 21/04/2023
Dear ********,
Apologies for the inconvenience caused
Based on the collusion a CDW will be charged on the card till your insurance is not claimed by the insurance company but will have our customer care team contact you to provide a solution accordingly
Regards
********

Customer Answer
Date: 21/04/2023

I am rejecting this response because:
I have yet to hear back from routes car rental. I have attempted to call every number associated with the unauthorized charge, head office and management number I could find... I have been hung up on and no one will speak with me. I have sent several emails as well.
I have requested a more detailed invoice on the charges as well as proof of the fixed vehicle which have also not been provided.

Sincerely,

****** ********
Business Response
Date: 24/04/2023
Dear ********,
We apologies for the inconvenience.
This invoice and other details will be sent to by customer care team and we are investigating we will reach out to you accordingly.
Business Response
Date: 14/02/2025
Dear BBB,
This case was resolved with the customer and this is closed
Initial Complaint
Date:20/04/2023
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.
4-19-2023
We booked a car rental that stated it was a mystery vehicle 7 passengers. When I arrived they stated that their mystery vehicles were only 5 passengers they wouldn’t honor it and I said I would take the 5 passenger and they told me I couldn’t bc I had 7 people * ******** **** **** ** *** ***** ** ******* *** *** ****** ** *** *** * **** and then they refused to rent to me bc I was aggravated and wouldn’t reimbursed me either
Business Response
Date: 21/04/2023
Dear *****,
We are sorry to her about your situation but this is to let you know that Mystery booking ( Suppliers choice) is a booking which is based on the availability of the supplier and what is available. There is no guarantee of a specific car class you will be getting for suppliers choice booking.
And based on the policy the booking will be followed and i am sure you have gone through the policy before hand
Initial Complaint
Date:18/04/2023
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 December 26, 2022 I was charged $ 700 for a windshield damage on a car rental. I filed a claim with my car insurance company to get reimburse. **** insurance company tried to communicate with Routes by email and phone calls requesting an itemized bill and terms of conditions related to the *** coverage that I purchased for the time of rental, it has been almost 4 months and they haven’t respond to their request. I even tried myself multiple times to get the information needed without success. I just want this ***** company to provide my insurance company with the information that is need it, in order for me to get reimburse. Thank you for your help.
Business Response
Date: 21/04/2023
Dear ****,
We apologies for the inconvenience caused
Our customer care team member will reach out to you from ********************** and help you with the resolution on this as its a damage claim issue

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Routes Car Rental is NOT a BBB Accredited Business.