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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

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Routes Car Rental has 8 locations, listed below.

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    Customer Complaints Summary

    • 442 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:31/03/2023

      Type:Product 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.
      booking number ********* and I see there is additional change $53.88 on Dec 26 ,2022, though already prepaid while booking the reservation. Returned car with full gas for booking ********* 
      Also confirmed after returning the cars I will get full refund which was kept with $350 on credit hold.

      So processed to refund amount which got charged other than prepaid amount.

      Business Response

      Date: 03/04/2023

      Dear ***********,

      We apologies for the inconvenience caused we will have some one from our customer care team contact you and get this fixed for good. Again apologies on this 

    • Initial Complaint

      Date:31/03/2023

      Type:Customer Service 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.
      The company was not available to cancel the reservation. Tried to contact the company and there was no answer due to call volume on their side. They did not have enough staff to answer the phone during the storm in Detroit. I was not able to cancel my reservation in time and was charged the full amount. Even ******* tried to call on my behalf and they could not get through

      Business Response

      Date: 03/04/2023

      Dear ********

      Apologies for the inconvenience caused on this as you know the booking was done from 3rd Party and they are the business source to get the refund done however we will be sending them an email on the same but will request you to contact them again for the refund.

       

    • Initial Complaint

      Date:30/03/2023

      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 car from ROUTES. On pickup day they emailed me a document which is supposed to attest of the mileage & fuel level of the vehicle:

      Problem #1: the photos they sent me were seemingly several months old and both the mileage & fuel level didn't match the mileage & fuel level I had when I picked up the vehicle. I have photographic evidence of the fuel level & mileage on the vehicle on the date of pickup
      ----> ROUTES charged me for fuel even tho I returned the vehicle with exactly the level needed.

      Problem #2: ROUTES asked me if I wanted to 'pre-pay' for toll. I told the sales person I didn't know since I am not from Colorado. The sales person asked me where I was going and the discussion basically ended up there. We didn't talk about pricing or anything and I assumed the answer was NO. Upon returning the vehicle, I was charged even tho I made sure to never go on the toll.

      I was promised I would be contacted and reimbursed by customer care. This never happened. Then when I filed a ********* case with my credit card company, suddenly my emails started to get answers. The problem is that the answer were 'the charges are valid': my accounts/evidence on the case were entirely ignored. I was promised to be contacted by phone which never happened. ***** *** ***** **** ** ********* ******** ** ******* ********* ** **** ** *** ******

      Business Response

      Date: 03/04/2023

      Dear *******,

      Apologies for the incontinence caused.

      We have contact our escalations team and will have someone call you today by EOD

    • Initial Complaint

      Date:28/03/2023

      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 originally booked a rental car from this company through a third party site. When I arrived the vehicle reserved was smaller than expected so we asked if they had anything else. The employee told me they did and when I asked the price difference he told me that it was actually less expensive than my original reservation and that I would be saving money. I asked for the total cost of the rental multiple times to which he said ***** **** I will go through everything with you. I was then charged for the new rental rate, understanding that he had cancelled my original reservation and replaced it with the new one I was charged for at the time. Upon returning home I realized both charges are still on my card and when I’ve contacted the company multiple times they say that I agreed to the upgraded cost and to paying both amounts for the rental car, which would be an absurd amount. There is no signed receipt by me agreeing to the total cost including both amounts charged but they refuse to refund my original reservation cost.

      Business Response

      Date: 03/04/2023

      Dear ******** *****,

      We did check with our team and investigated the case here and based on our team we got an updated that you had accepted for the charges and also have ******** the signed Documentation for your reference.

       However we have asked our customer care team to reach out to you for more clarification and if any other concerns 

       

       

      Customer Answer

      Date: 03/04/2023



      I am rejecting this response because:
      There was no documentation attached. There is no receipt signed by me showing that I agreed to the total amount they charged, only the new amount which I asked repeatedly and was told was the total. However I was charged the original amount plus the new amount. 

      Sincerely,



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

      Business Response

      Date: 05/04/2023

      Dear *****,

      That receipt is a confirmation of us Refunding the amount to your account.

    • Initial Complaint

      Date:10/03/2023

      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’m writing a complaint due to a recently ***** transaction that was charged to my card for $350.00. It was not until this transaction that I looked at a previous charge. I rented from the airport in Atlanta. I was originally quoted a price of $226.10. I ended up paying $412.93. After review the agreement I noticed a vehicle license fee of $93.95. When tallied together it should have been 338.31. When I asked the counter person they said that the $412.93 included a $350 deposit. * **** ***** **** **** **** ******* ******

      Business Response

      Date: 11/03/2023

      Dear Mr.*****,

      We investigated this case and identified that the charges that the are correct.

      We see that there are additional services that you have taking 1) Additional Driver as your wife wanted to drive 2) Insurance : CDW 

      and there is also there is a SCHOOL BUS VOILATION ON 2/7/2023 @ 3:39 PM 

       This is to make this information clear that there is no ********** charges and its the services and the Violation that has taken place. Hope this clears things for you but if you would like to get more clarity you can feel free to reach out to our customer care team at **********************  or you can also call us and i am sure we should be able to provide you with all the information and clarity 

       

       

    • Initial Complaint

      Date:07/03/2023

      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.
      Was charged an additional cleaning fee of 150$ for cigarettes smoke. I do not smoke cigarettes! I did not smoke in the car. I was then charged an additional 60$ fee that I did not authorize, was not told what it’s for! This business conducting fraud and charging customers additional unauthorized fees!

      Business Response

      Date: 21/03/2023

      Dear *******,

      We apologies for the inconvenience caused from our end. We are investigating this case here and we will get back to you with the resolution at the earliest to get this resolved. Our customer care team will contact you from ********************** and provide you with the information 

       

       

    • Initial Complaint

      Date:01/03/2023

      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.
      Routes car rental **********ly charged me 56.50, despite there being no cancellation fee stipulated in the rental agreement. I called them to request a refund, and was told that I can only deal with them through email. Please see their google reviews page for a full list of their other ***** practices. After numerous calls they have refused to refund me, or even to assist with getting this charge reversed.

      I will be disputing this charge with my credit card, *** ***** **** ****** *** ** **** *** **** ******* **** * *** **** ******* **** ****** *** ******

      Business Response

      Date: 02/03/2023

      Dear *******,

      We apologies for the inconvenience caused.

      This is to let you know that you have made a pay on arrival reservation and filed to pick the rental and it went as no show and the policy was updated correctly but as a customer gesture we will have it refunded back to you our customer care team will reach out to you from ********************** and sent the consent letter once the consent letter is filled and sent back we will have the amount refunded back to your card.

      Note: If you have placed a charge back then we would not be able to refund you as that will be with the credit card company either you need to withdraw it or wait for the credit card company to come to conclusion with the dispute 

      Customer Answer

      Date: 02/03/2023



      I am rejecting this response because:

      I won't be *********** by your business, and I won't be signing any consent. Issue me a refund for the ********** charges and then we can discuss next steps. 

    • Initial Complaint

      Date:21/02/2023

      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.
      Rented a vehicle, the vehicle has several mechanical issues including smoking/squealing breaks and the dashboard says “needs service”
      Due to **** *** safety in a highly populated area and significant traffic, we decided to return the vehicle in advance due to fear of malfunction. Upon arrival, management was agitated with the early return and report of mechanical issues. The manager refused to prorate the fee and stated their policy is for the term of the contract, regardless of vehicle condition.

      Business Response

      Date: 22/02/2023

      Dear *****,

      We are sorry to hear about the inconvenience caused.

       We have investigated this and we see that you have made a booking through 3rd party and as they are the merchant of record and they will be able provide a refund and if they want any approval from us they need to send an email to the customer care team at ********************** and they will able to provide you with that.

      we want our customer to get the best service and we would not want you to go unsatisfied 

    • Initial Complaint

      Date:17/02/2023

      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.
      On February 12, 2023, we went to Routes Car Rental in an attempt to rent a vehicle. We had previously booked the car through ******* for 76.61 which stated it included all fees and taxes. They refused to take our insurance ID stating that the card did not prove that we had full coverage even though it did. They would not allow us to waive insurance as we have insurance through ourselves and insisted we needed to pay $24 a day for their insurance. We reluctantly agreed as we had plans to get to. This would have been $96 as we had the vehicle for 4 days. They then informed us the charge was 248, however they would let us pay 219 as we had already paid $24 according to their records which was incorrect. They charged a $500 deposit which has not changed on the card transaction. They also are attempting to charge us for multiple tolls although we have proof of going through the cash only tolls. We requested a vehicle without the sun pass as we did not want to pay an extra $12 a day, however they gave us a vehicle with one without informing us of this. I am reaching out as we would like a refund for the extra $76 and additional tolls they are attempting to charge us.

      Business Response

      Date: 20/02/2023

      Dear ******,

      We are sorry for the inconvenience caused. We have been investigating  on this we want to have this fixed and our customer care person will be reaching out to you in order to get it fixed for good 

    • Initial Complaint

      Date:15/02/2023

      Type:Sales and Advertising 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.
      Hi,

      I am writing regarding car rental reservation on Jan 10.2023 from Routes Car Rental
      Reservation number: *************** 
      Unfortunately the representative at the front desk refused to provide me with the vehicle.
      Claiming does not provide temporary car insurance to BC residents or refused to use my credit card for auto-insurance or hold funds as insurance
      I usually rent from ********** Rent a Car and I am able to get basic insurance through my credit card or
      Extensive insurance through ********** office.

      While on the subject, its not possible to purchase daily auto insurance from ********* *********** ** ******* ******** ****** without owning a car.

      ***** ** plan for the day of Jan 10.2023 was totally messed up

      Additionally in order to make a reservation from Routes Car Rental it requires to pay upfront, but the front desk representative refused to credit back my upfront payment for this rental.
      Instead he provided me with your email and phone number to contact customer service.

      I emailed the Routes Car Rental customer service to cancel my order and refund the prepaid amount to my credit card but they refused to refund my funds.
      The Routes Car Rental customer service emailed me "as per our policy, rental reservations are Non-refundable. Hence we are unable honor your request"

      I firmly believe this is rip off. Please assist me to resolve this issue

      Rental Charges:
      Car Class Size and Description :Intermediate
      Daily Rate : $16.72/day
      Total Rental Rate : $32.66
      Energy Recovery fees(ERF) : $3.5
      Vehicle Licensing Fee(VLF) : $3.5
      Prefered Location Surcharge(PLS) : $3.94
      Provincial Vehicle Road Tax(PVRT) : $1.5
      Gst : $1.46
      Pst : $2.04
      EXTRA MILEAGE CHARGE: UNLIMITED**

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

      Business Response

      Date: 20/02/2023

      Dear ********

      We apologies for the inconvenience but yes you need to have the required to rent with us. But as a gesture we will be refunding you back the amount you will be receiving an email with Consent letter  from our customer care team at ********************** please fill that out and sent it back to us so that we can process the refund back to you

       

      Customer Answer

      Date: 21/02/2023



      Better Business Bureau:



      I have reviewed the response made by the business and find that this resolution is satisfactory to me.




      Sincerely,


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

    Routes Car Rental is NOT a BBB Accredited Business.

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