Auto Rentals and Leasing
Routes Car RentalHeadquarters
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Reviews
This profile includes reviews for Routes Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 300 Customer Reviews
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Review fromDomingo G
Date: 12/07/2025
1 starDomingo G
Date: 12/07/2025
Had to wait 45 minutes to get a shuttle. Upon arriving on their lot, lines were terrible, took around three hours to get us our rental. Tried to upgrade from a ******* to a van, clerk said it would be about $15/day extra. We said okay. He spoke to his manager, manager came to our desk and said it will be $40/day extra. ***** ** * ***** Will definitely notify the DOD not to put this company to service the military.Routes Car Rental
Date: 17/07/2025
We sincerely apologize for the inconvenience and frustration you experienced during your recent rental with us. Waiting 45 minutes for a shuttle and then facing an additional three-hour delay at our lot is far from the level of service we strive to provide. We understand how valuable your time is and regret that we fell short.
Regarding the vehicle upgrade, we apologize for the miscommunication about pricing. Our goal is always to be transparent and consistent, and it's clear that in this case, the information provided was confusing and disappointing.
We take feedback like yours seriously and are actively reviewing our staffing and communication processes to ensure this does not happen again. We greatly value our military customers and deeply regret that your experience led you to question our commitment to service.
If you're open to it, we’d appreciate the opportunity to speak with you directly and make things right. Please contact our customer care team at ************@******.ca
Review fromMax H
Date: 10/07/2025
1 starMax H
Date: 10/07/2025
2.5 hours waiting in line. $260 forced insurance buy (they claimed they needed to see in writing that my insurance company covers rental cars?? Even though I spoke with an agent on the phone). ****!Routes Car Rental
Date: 17/07/2025
We're truly sorry to hear about your experience and appreciate you taking the time to share it.
Waiting 2.5 hours in line is unacceptable, and we understand how frustrating and time-consuming that must have been. We're currently reviewing our staffing and check-in procedures to prevent long delays like this in the future.
Regarding the insurance requirement, we apologize for any confusion or frustration caused. While we do require written proof of rental coverage to waive our insurance — in line with our policy — we recognize that this process should have been clearly communicated and handled more smoothly. We’ll be reviewing our procedures and team training to ensure better clarity and consistency going forward.
We value your feedback and would like the opportunity to speak with you directly to see how we can make this right. Please reach out to our customer care team at ************@******.ca
Review fromJordan R
Date: 06/07/2025
1 starJordan R
Date: 06/07/2025
By far the worst rental company I have ever used. Shuttle took almost an hour to get us, even though they are 5 mins away. They hose you on the insurance (***** *** **** push it on you if you have coverage with your credit card). Also they charged my card $403 for crossing into BC for less than a few hours. Their website says the cost is $29.99 per day but they will charge it for everyday you have the car (even retroactively). The people at the counter are not willing to help whatsoever and when I call they tell me billings won't talk on the phone, only email. *** *** ****** *** ***** *** *** ********* ********* **** ****** ** *********** ** ********************** ** *** **** * ******* ******* **** *** ** ** ***** **** ********** *** ********* ********Routes Car Rental
Date: 17/07/2025
We’re very sorry to hear about your recent experience and appreciate you taking the time to share your concerns.
We understand how frustrating it must have been to wait nearly an hour for a shuttle, especially when we’re located just minutes away. We're actively working to improve our shuttle scheduling and response times to avoid delays like this in the future.
Regarding insurance, we strive to make sure all customers are aware of their options. While we do offer coverage at the counter, we never intend to pressure anyone. If you have qualifying coverage through your credit card or personal policy, we’re happy to honor it — though we may ask for verification as a safeguard for both parties.
We also want to address the charge for crossing into British Columbia. We apologize if the policy was unclear — our website outlines that cross-border fees are charged per rental day for any contract involving travel across the U.S.-Canada border, regardless of the number of hours spent in BC. That said, we’re reviewing how this is communicated during the booking and pickup process to avoid future misunderstandings.
We’re truly sorry to hear that your interactions with our team did not meet your expectations. Our goal is to be transparent, responsive, and fair. While our billing department does operate primarily through email for documentation purposes, our customer service team is always here to assist and escalate when needed.
We take your feedback seriously and would like the opportunity to review your case in more detail. Please reach out to us at ************@******.ca, and we’ll do our best to resolve the matter.
Review fromCarrie R
Date: 05/07/2025
1 starCarrie R
Date: 05/07/2025
They have taken money out of my account for 3 months and are not reimbursing. I used their services in Feb and the took money out in April may and June. Not they claim they gave no record of that. **** ******* * ***** *** **** ***** * *******Routes Car Rental
Date: 17/07/2025
We’re very sorry to hear about your experience and understand how frustrating unexpected charges can be. Please accept our sincerest apologies for the inconvenience.
We take billing concerns seriously and want to make this right. While our records may not immediately reflect the issue, we're committed to investigating it thoroughly. To help us resolve this as quickly as possible, please email us at ************@******.ca with your full name, account details, and any relevant transaction information.
Your feedback is important to us, and we appreciate the opportunity to address this directly. Thank you for bringing it to our attention.
Review fromAmber E
Date: 05/07/2025
1 starAmber E
Date: 05/07/2025
Worst car rental experience of my life!! 2+ hr wait, they **** everyone by refusing to take personal rental insurance and charging additional $266.00. For their insurance . I prepaid 426.00 for an SUV for 4 days. . Then they said they didn’t have one and gave me a much smaller car and wouldn’t refund the difference. The car was very dirty with body damage. On top of that they still charged my card an additional 266.00 even after showing my declaration page… an insurance card is not enough.Routes Car Rental
Date: 17/07/2025
We’re very sorry to hear about your recent experience, and we sincerely apologize for the frustration and inconvenience this caused. What you’ve described is certainly not the standard of service we aim to provide.
Regarding the insurance charges — while we do accept personal rental insurance, we require a valid insurance declaration page that clearly outlines rental car coverage, which may differ from a standard insurance card. That said, if you believe you provided this documentation and were still charged, we would be happy to review this further and make any appropriate adjustments.
In terms of vehicle availability and condition, we acknowledge that this falls short of expectations, especially when a specific class was pre-booked. If an SUV was not available and a smaller vehicle was issued, you should not have been charged the full SUV rate — and we absolutely want to address this.
Please contact us directly at ************@******.ca with your reservation number and any supporting documents. Our team is committed to investigating and resolving this matter as quickly and fairly as possible.
Thank you for bringing this to our attention. Your feedback helps us improve and better serve our customers.
Review fromMilad S
Date: 04/07/2025
1 starMilad S
Date: 04/07/2025
I had a very frustrating experience with Routes Car Rental, and I would not recommend this company to others based on my experience.
First, I booked a car directly through their official website about a month and a half before my reservation date. What I didn't know—and was never clearly told—was that once you book through their own site, you completely lose the ability to cancel or modify your reservation. There is no option to change the booking, and it cannot be cancelled online or over the phone. The only way to “cancel” is simply not to show up, which then results in a massive cancellation penalty.
Here’s the ridiculous part: if you don’t show up, they charge you **a minimum of $75**—and if the daily rental rate on that day is higher than $75, they charge **you the full amount**. On the day I was supposed to pick up the car, their walk-in daily rate had surged to **$450**. So, if I hadn’t shown up, I would have been charged more than my entire trip cost just for not picking up the car. That’s outrageous.
To make matters worse, if I had booked the same vehicle through a third-party site like ******* or *****, I would’ve had full flexibility to cancel or modify the booking, often without any penalty. Not only was I punished for booking directly, but I was also left with no recourse.
And if that wasn’t enough, a few days after I returned the car, I was hit with an additional $5 toll fee (which I understand), plus a $25 administration fee, plus tax on the administration fee. That’s a lot of nickel-and-diming for something that was never clearly disclosed.
This level of non-transparency feels incredibly *********. I’ve rented cars all over the world and never had such an inflexible and money-grabbing experience.
This will absolutely be the last time I rent from Routes.Routes Car Rental
Date: 17/07/2025
Thank you for taking the time to share your experience, and we sincerely apologize for the frustration and inconvenience you encountered.
We understand how upsetting it can be to feel misinformed or restricted in your options, especially when making plans in advance. We strive to be transparent in our policies, and we're sorry if the non-refundable nature of direct bookings was not made sufficiently clear during your reservation process. That feedback is important, and we are reviewing how this information is communicated on our website to ensure it's more visible and better understood.
Regarding the cancellation terms: reservations made directly through our website are offered at discounted rates and marked as non-cancellable to provide customers with the best pricing available. However, we recognize that flexibility is also valuable, and we appreciate you highlighting the difference between booking direct and through third-party platforms. This comparison is helpful for our ongoing policy evaluation.
As for the toll and administrative fees, we do our best to disclose these details in our rental agreement and during pickup, but we acknowledge that the additional charges can feel unexpected if not clearly outlined. Your comments about how these were presented are being reviewed internally for improvement.
We genuinely regret that your experience did not meet expectations, and we’d like the opportunity to make this right. If you're open to further discussion, please contact us at ************@******.ca with your reservation number. We’d be happy to review your file in more detail.
Thank you again for your feedback — it helps us improve both our policies and how we communicate them to our valued customers.
Review fromJeannette D
Date: 30/06/2025
1 starJeannette D
Date: 30/06/2025
DO NOT RENT THROUGH "ROUTES RENTAL CAR !" This was by far the WORST, ***** * UNPROFESSIONAL EXPERIENCE I have ever had!
I Booked through ********* & quoted 250.00 for the weekend & charged close to 900.00 with hidden fees & unexpected deposit .
We arrived to ****** *** had to take a shuttle 20min away to location and had to wait 2.5 hours before we could get a rental. There were over 50 people in the lobby waiting & we were informed they were out of cars which was poor management .
Because the company was based outside of the US, several of employees couldn't speak the language well so it was very difficult to understand and they could care less about customer service & didn't address you professionally. If we had questions since lots of the information had changed since booking they were telling us it was not their problem but the 3rd party's and wanted to dismiss the information
When we returned the vehicle the process was to leave the keys in the dash & go about your day. . I had questions since the beginning of the rental process was so shady so I wanted a receipt & make sure they knew the tank was full. They ignored my request. There was a young lady sitting in the front seat so I asked if she was checking in my car, she ignored me the entire time and was on her phone texting and not once looked up or acknowledged me. After persisting she finally verbalized everything would be emailed. I still haven't gotten an email & when I called to ask for it I was told they couldn't do anything about it.
So end of story it looks great upfront but I fear I will be paying close to 900.00 for a rental that should have only been 300.00 for the weekend. ***** ** *** *** ******* ** ***** **** **** ** ***** ** * *** ******** ********* *** ** ***** ****** ******* *** ** ** ********** **** ** *** *** **** * **** ******* ******** *** *** * ****** **** *** ***** ** *****Routes Car Rental
Date: 17/07/2025
We’re very sorry to hear about your experience and understand your frustration. A long wait time and lack of clear communication are not acceptable, and we are addressing these issues with our Denver team.
Charges from third-party bookings can sometimes differ from expectations due to added fees, deposits, or insurance requirements. We’re working to improve transparency with our partners to avoid confusion.
We also apologize for the poor service at vehicle return. This is not the level of professionalism we strive for.
Please contact us at ************@******.ca with your reservation details so we can investigate further.
Review fromAmy D
Date: 29/06/2025
1 starAmy D
Date: 29/06/2025
The clear convinced me to switch to their insurance saying I would still be covered 100%. then had me sign that 6pt type that cancelled out my insurance coverage with a $4500 deductible. I had 100% insurance and he said theirs would be more "seamless." ******** - theirs was a $72 add on fee that ended up costing me $650+ when the car was broken into. **** *** *********** ***** ******Routes Car Rental
Date: 17/07/2025
We’re sorry to hear about your experience and truly regret any misunderstanding regarding our insurance options. It’s never our intent to mislead customers, and we take your feedback seriously.
Our staff is trained to explain coverage options clearly, but we understand this situation has caused frustration — particularly with the deductible and additional costs following the break-in. We are reviewing this internally to ensure better clarity and transparency.
If you'd like us to look into your case further, please contact us at ************@******.ca with your reservation details.
Review fromTom M
Date: 28/06/2025
1 starTom M
Date: 28/06/2025
I had an extremely upsetting experience with this company at their Orlando (MCO) location. I arrived after a long flight *** ** * ***** ** *** ******* Even though I had a confirmed reservation booked through *******, along with both inbound and outbound flight information, the staff refused to honor it, claiming it wasn’t a valid round trip.
Four employees surrounded me and started ******* over me while I was trying to explain. When I finally asked them to stop and let me speak, they accused me of being ****. They denied me service, refused to help me return to the airport, and forced me to walk off the property alone with my luggage.
This was one of the most unprofessional and hostile customer service experiences I’ve ever encountered. I do not recommend this company to anyone.Routes Car Rental
Date: 17/07/2025
We are truly sorry to hear about your experience at our Orlando (MCO) location, and we extend our sincerest condolences for your loss.
What you described is deeply concerning and not reflective of the standards of professionalism and empathy we expect from our staff—especially in difficult circumstances. We take allegations of disrespectful or aggressive behavior very seriously, and we are urgently reviewing this incident with the local team.
Regarding your reservation, we understand the importance of clear communication, particularly when travel details are involved. If there was confusion about the round-trip requirement, it should have been handled calmly and respectfully—not with confrontation.
We sincerely apologize for the distress caused and the inconvenience you experienced. We would appreciate the opportunity to investigate this further. Please contact us at ************@******.ca with your reservation details.
Review fromGerardo M
Date: 28/06/2025
1 starGerardo M
Date: 28/06/2025
** * ***** **** **** **** ***** * ******
This review is for Routes car rental in Puerto Rico.
STAY AWAY!
We waited more than 4 hours in line, just to find out they were out of cars. They overbook, have no cars for you, so employees disappear from the front desk until they get a car returned and are able to rent it back.
We had a PAID reservation for a minivan, and we had to take a smaller car (that was just returned) because they were unable to tell us when a minivan was going to be available. This after more than 4 hours waiting.
To make it worse, the SUV we rented was infested with roaches.
AGAIN, **** *****Routes Car Rental
Date: 17/07/2025
We sincerely apologize for your experience at our Puerto Rico location and understand how upsetting this situation must have been — especially after a long wait and with a confirmed reservation.
Overbooking is never our intention, but during peak travel times, delays in vehicle returns can unfortunately lead to availability issues. That said, waiting over four hours and being offered a smaller vehicle is unacceptable, and we are reviewing staffing and fleet management at this location to prevent future occurrences.
We are also deeply concerned about the condition of the vehicle you received. Cleanliness and vehicle quality are top priorities for us, and a report of pest infestation is completely unacceptable. We are investigating this claim and taking corrective action with the local team.
We value your feedback and would like the opportunity to make this right. Please contact us at ************@******.ca with your reservation number.
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