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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:13/02/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      *** ******* **** *** *** ***** ************ *** ** ******* *** ** ************ **** ******** ***** **** * ******* ****** ** *** * ***** *** ** ******* ****** I found routes online. * ******** ***** ** *** ******* ***** ******* ***** ****** ********************************************************  The description of the deposits states about $200. I have disclose pictures. I figured $200 was the normal for rental car deposits. * ******** *** ******* ** Routes rental car prices was half their price. I prepaid for the car on line. When I got to the counter I was told the deposit was $468. I used a major credit card. I asked how they got that total DEPOSIT. The lady *** *** **** **** told me that all deposits are $500 minus the price of the prepaid rental price and it states that online. I stated to her I didn't see it and told her I read $200. One of the representatives offer to take $350. I sat down and found what I read showed him and he than offered me a $300 deposit and stated that was as low as he could go. He scroll up & down the web page as you can see & hear him on my screen recording. I told him they needed to have that change. **** ***** ************ ** ****** I sat in the office for about 5 hours. * *** *** ** ***** * ***** ** **** ** **** *** **** ****** Couldn't afford the high price deposit. When you prepay through a third party they don't refund your money. **** ** ********** * ***** **** ** ***** ************* * ***** *** * ****** ***** ** **** *** ** *********** *** *** **** ******* ********* ********** ***** **** ******** *****

      Business Response

      Date: 14/02/2023

      Dear ********,

      We really apologies for the inconvenience caused. 

      We understand your concern and we do not want anyone of our customer facing this we will contact the 3rd party and check with them on the policy updation But as they are the merchant or record they will need to get the refund done. We would request you to ask them to send us an email to our customer care team at ********************** if they need an approval and we will be happy to do so

      We again are sorry about your situation 

       

       

    • Initial Complaint

      Date:13/02/2023

      Type:Service or Repair 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 1/17 I made a reservation with **************. it was PAY at the counter fully cancelable
      I contacted them on 1/21 to cancel. I chatted online and have the transcript.
      I told them to cancel and and didn't see have any charges yet. The rep at *************, said, Oh, it was already canceled from the car (routes) company due to lack of cars. They said not to worry as I wouldn't be sure. They promised 100% and I have the chat transcript. I was worried because I never got an email from ************** cancelling the reservation so then I contact routes car rental by email just to be sure. This was after the reservation should have taken place.
      The email response from Routes Car rentals said, "We did have cars available that day, that isn't correct. Since you never picked up the car so not only will we charge you the original amount (that wasn't to be charged until you picked up the car). they said "you didn't pick up the car and we are not only charging you 28.80 but also a fee of 25.00 for a cancelable car that is due to be paid at the counter.
      now I have a charge for 53.88
      below is the charge.
      08-Feb-2023
      $53.88
      ROUTES CAR RENTAL USA
      I have proof of emails and chat transcripts. ***** ****

      Business Response

      Date: 14/02/2023

      Dear ********,

      We are extremally sorry to hear about the situation but Routes Car Rental does not cancel the reservation once reservation is booked. The person you spoke with from the 3rd party provided you with the wrong information and they are liable and are responsible for it. Yes! there is a no show fee involved and we have mentioned the same on our policy but as a customer gesture and as someone else have provided you with the wrong information we are still willing to keep our relationship with our customer strong. We will have our customer care team reachout to you from ********************** and concern letter will be sent to you kindly send fill the same and send it back once its done the team will process for the refund 

      Customer Answer

      Date: 14/02/2023



      I am rejecting this response because:  *** *** ******* *** ********* ** ******* ** ******** ********** We never asked you to cancel a reservation!  We cancelled already through the third party!!  Rental Cars CHARGED OUR CAR UNAUTHORIZED after it was already cancelled. We provided proof of the cancellation. This is ******* to use a credit card in this manner. It is *****. We demand you refund our credit card because the proof has been provided by us and ************** and you choose to ignore it. Quit changing the subject and deflecting blame. I am reattaching the proof of cancellation once again and I will keep rejecting your ridiculous responses. ** ** **** *** ***** ** ** **** *** ** ****** **** ************** ** *** *** ******* ** * *** **** ******* ********** ***** ******** ********* **** **** **** ********* *** ****** *** ** *** *** ******* *** *** ******* ** *** ***** *********

    • Initial Complaint

      Date:21/11/2022

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have an unauthorized charge on my ******** ******* Card of $326.55 by Routes Car Rental(Routes). I have tried to reserve a car rental from Routes through ************** for two times. Both reservation were canceled by ************ due to the rental requests unavailable. Attached are the email responds from *************.

      Last week I found out in my credit card bill that Routes have a charge of $326.55. I contacted Routes and indicate that this is a mistake. They indicate that I failed to pick up the rental and the fine is the rental fee plus no show fee. They also indicate that I have reserve directly through Routes. They refuse to provide refund.

      I have not make make any reservation directly through Routes, and never get any reservation confirmation on nether email or text. Routes did not send any proof of the confirmation and refuse to acknowledge or to investigate the matter.

      I am appreciate your department assistance.

      Thanks

      ******* ***

      Business Response

      Date: 22/11/2022

      Dear ***,

      We apologies for the inconvenience caused we will be investigating this case and our customer care team will get back to you with the information but if there is something we will be more then happy to take care of it for you

       

      Customer Answer

      Date: 22/11/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and will wait for the Routes Car Rental investigation response.

    Routes Car Rental is NOT a BBB Accredited Business.

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