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 fromCatherine H
Date: 26/06/2025
1 starCatherine H
Date: 26/06/2025
********* ********** Refusal to Resolve Valid Dispute
My recent experience with Routes Car Rental was marked by blatant dishonesty, coercive upselling tactics, and complete disregard for customer service.
Despite having valid insurance coverage through *********** — which I confirmed in advance and later re-confirmed with documentation — I was pressured into purchasing additional CDW coverage. The agent refused to call the insurer to verify coverage, instead insisting that I had no choice but to purchase their insurance. I have since provided both the declarations page and the full policy, highlighting relevant clauses showing transferability of coverage, yet Routes has made no effort to refund the improperly charged amount.
To make matters worse, we were charged a $90 “smoking/odor” fee after returning the vehicle in clean condition. Neither I nor my husband smoke, and no pets traveled with us. The employee who received the car did not inspect the interior and only asked about damage before rushing us onto the shuttle. No mention of any issue was made at the time of return, and no documentation or photographic evidence has been provided to justify this fee.
The lack of integrity, transparency, and professionalism demonstrated by this company is deeply concerning. My attempts to resolve this directly have been met with silence or refusal to acknowledge the facts. * ** ******* **** ****** ** **** ****** *** ******* **** *** *** ******** ************* ***** ********* ********** ********** ********* ******Routes Car Rental
Date: 17/07/2025
We sincerely regret the experience you’ve described and appreciate you taking the time to bring these concerns to our attention. We understand how frustrating and disappointing this situation has been for you, and we take your comments seriously.
Regarding the CDW insurance issue, we do accept valid third-party insurance when appropriate documentation is provided. If our staff failed to adequately review or accept your proof of coverage, that is not in line with our policies. We apologize for the pressure you felt and will conduct a thorough internal review to ensure our team is following proper procedures and communicating clearly
We also take your concerns about the $90 odor fee very seriously. This fee should only be charged when clear evidence supports it. If that evidence was not documented or communicated at the time of return, we agree that this charge requires immediate review. We are investigating this further with the local team.
Please reach out to us directly at ************@******.ca with your reservation details if you haven’t already. We are committed to resolving this matter fairly and transparently.
Review fromOlawale A
Date: 24/06/2025
1 starOlawale A
Date: 24/06/2025
Routes Car rental, Schiller Park, Chicago Illinois ** *** ***** *** ****** ******* * **** **** *** ** **** ****. I rented a car through *******, to be picked up at 12:01 am on June 20th, 2025, only to get to the Airport at midnight and the rental company was telling me and about five other clients picking up a vehicle that they have no inventory. To make matters worse, they would not refund us and asked us to call ******* for refund. We called ******* and ******* is saying they have been trying to reach Routes car rental for my refund but could not reach them. I still dont have my money now after what they put us through at midnight in a state that I'm visiting. I will never do business with this company or ******* ever again *** ***** ****** ****** ******* ** ***.Routes Car Rental
Date: 17/07/2025
We sincerely apologize for the inconvenience and distress you experienced at our ******** Park location. Arriving for a confirmed reservation and finding no available vehicle is unacceptable, and we understand how frustrating that must have been — especially late at night and while traveling.
We are actively reviewing this incident with our local team and working to improve communication between our company and third-party partners like Expedia to prevent such issues in the future.
Please contact us at ************@******.ca with your reservation details so we can assist in resolving the matter and processing your refund.
Review fromMatthew C
Date: 23/06/2025
1 starMatthew C
Date: 23/06/2025
**** ***** ** * ****** Charged me for daily rental after I had already prepaid through *********. Then they said I had to buy their insurance. Showed them a copy of my insurance and that it covered rental vehicles. Said they were going to refund that part but never did. No one will answer a phone or an email. *** **** **** **** ** ******* *** ****** *** **** ***** *** *** * **** *****Routes Car Rental
Date: 17/07/2025
We’re sorry to hear about your experience and appreciate you bringing this to our attention. We understand how frustrating it can be to face unexpected charges, especially after prepaying through a third party. While we do accept personal insurance with proper documentation, we regret if this was not handled appropriately and are reviewing the matter internally.
We also apologize for any difficulty reaching our team and would like the opportunity to resolve this. Please contact us at ************@******.ca with your reservation details so we can investigate and assist further.
Review fromIván C
Date: 12/06/2025
1 starIván C
Date: 12/06/2025
The worst car rental experience I’ve ever had.
Routes Car Rental in San Juan, PR charged me over $200 after I returned the car, falsely claiming it was “extremely dirty.” That phrase was repeated in all of their written communication — even though they sent me photos of the car that clearly showed it was returned in good condition. No trash, no damage, no excessive dirt. Just a normal, used rental.
To make matters worse, they also double charged me for insurance — something I only caught after reviewing my final bill. When I reached out, customer service was completely dismissive and refused to acknowledge either issue.
Their claims were factually incorrect and contradicted by their own evidence. The entire experience felt dishonest *** ********** **** ****** **** *** **** *** **** ***** ***** **** * ******* **** ****** ***** ****** ** *** ******Routes Car Rental
Date: 17/07/2025
We’re sorry to hear about your experience at our San Juan location and appreciate you bringing these concerns to our attention. We understand your frustration regarding the cleaning charge and take claims of incorrect billing seriously. If the photos do not support the fee, we will review this matter thoroughly.
We also regret any duplicate insurance charges and are committed to correcting any billing errors. Please contact us at ************@******.ca with your reservation number so we can investigate both concerns promptly and work toward a fair resolution.
Review fromKelly W
Date: 09/06/2025
1 starKelly W
Date: 09/06/2025
Routes Car Rental have NEVER responded to my inquiry if they have a Child Car Seat available. I have no confidence in the company and therefore have cancelled my car reservation as a result. I booked through a USA app and paid with USA dollars, therefore because of the USA exchange I am out $60. * ******** ** *** ******* ** ***** ** *********Routes Car Rental
Date: 17/07/2025
We sincerely apologize for the lack of response to your inquiry regarding a child car seat. We understand how important clear communication is when planning travel, especially involving family needs. Your experience does not reflect the level of service we aim to provide.
We are currently reviewing what caused the communication failure and are taking steps to ensure inquiries are handled more promptly. As for your cancellation concerns, we are fully operational and regret any confusion.
Please contact us at ************@******.ca so we can review your booking and assist with your refund concern.
Review fromDina H
Date: 30/05/2025
1 starCustomer service was good at pick up. However, horrible response from customer service after returning the vehicle. I rented a vehicle from the Atlanta airport (off site location) May 10-12, 2025. The car which was a NEW ****** was horrible. * *** ** **** *** ** ***** ********** *** about 30 minutes into the drive we noticed a horrible noise coming from the car, not sure if it was the brakes or muffler but it persisted EVERY TIME we applied the brakes. If I had not been in town for such a short time I would have exchanged the car. Mind you it was a bit of a shuttle trek from the airport to the rental company. I told the people at the service desk of the trouble I experienced upon returning the car and asked for a partial refund for the aggravation. They referred me to a customer service number which I promptly called once I got home. The folks at the customer service number told me I had to report it via email. I did so and after about a week the customer service rep told me that the car had been rented twice since we used it and it had no problem....well DUH! WE TOLD THEM THERE WAS A PROBLEM when we returned it so they obviously fixed it before renting again. How insulting to be ****** * **** *** dismissed. No apology, not coupon for or discount for the horrible noise we put up with for 3 days. Just a lame response. I'll NEVER AGAIN use Routes Car Rental Company. ****** ************ *** ***** ********Review fromWilliam L
Date: 29/05/2025
1 starWilliam L
Date: 29/05/2025
I placed a rental with a prepayment back in Jan of 2025. When I went to pickup my car on May 22 2025 they started piling on other charges all of which I was able to fend off except the insurance one. I had checked with my insurance company before leaving and was told I had more than adequate coverage and in addition I had coverage through ****. When I went to pick up the car I was informed that my coverage was not adequate and was never given an explanation of what coverage I was lacking only coverage W which no one has still explained to me what that is. I was told to look at their website which I have and am still mystified as to what I was lacking as has my agent with ***** **** Insurance.
I was not the only person who was having this issue. It seems their SOP is to lock you into a prepaid rate and then at a minimum require you to purchase over inflated insurance once there in addition to other fees and useless services. If you don't purchase the insurance then you cannot rent the car. That means walking away from the NON REFUNDABLE payment which in my case was $444 which they had held since January. * ******* ** ***** ****** ** **** *********** **** ***** ** ** *** *** **** *** ******** * ****** ***** ** *** ****** **** I would ever rent from these completely ********* ******* ever again. * ***** **** ****** ***** ****** *** **** ****Routes Car Rental
Date: 17/07/2025
We sincerely apologize for the frustration you experienced and appreciate you bringing this to our attention. We understand your concern regarding the insurance charges and regret any confusion caused. While we do require proof of sufficient third-party coverage, the coverage “W” requirement should have been clearly explained by our staff — and we regret that it was not.
We are reviewing our communication and training procedures to prevent similar issues. Please contact us at ************@******.ca with your reservation details so we can further investigate and determine if a resolution is possible.
Review fromjohn w
Date: 19/05/2025
1 starjohn w
Date: 19/05/2025
**** * ***** ***** * ****** *** * **** * ***** **** * ********** * **** *** **** *** *** ************ ******* ** **** **** *** *** ***** ** ***** *** ****** ** ********** They quoted me $258 and charged me over $550 due to fine print "Mandatory" insurance. We had an ins card which they said was insufficient to decline ins.We needed a dec page. Im sure if we had a dec page it would have been insufficient to "Match" their ins for the "specific" vehicle. *** ******* **** *** *******Routes Car Rental
Date: 17/07/2025
We’re sorry to hear about your experience and appreciate your feedback. We understand your frustration regarding the insurance charges and recognize how this situation could feel unclear or misleading. While we do require a valid declaration page to waive our coverage, this should be communicated transparently and respectfully at pickup.
Our intention is never to mislead customers, and we’re reviewing this interaction to ensure our policies are explained more clearly. If you’d like us to revisit your case, please contact us at ************@******.ca with your reservation details.
Review fromCharity O
Date: 17/05/2025
1 starCharity O
Date: 17/05/2025
Unbelievable. **** * ********** ********2 hour wait, *** ****. I’ve rented prob 100 cars, this was by far the worst.Routes Car Rental
Date: 17/07/2025
We’re truly sorry to hear about your experience and understand how frustrating it must have been to face a long wait time and feel misled during the rental process. This is far from the level of service we strive to provide. We recognize that timely service and clear communication are critical, and we’re actively reviewing staffing and training procedures to prevent similar delays and confusion.
We appreciate your feedback and would welcome the opportunity to look into your specific experience further. Please contact us at ************@******.ca with your reservation details.
Review fromsyed a
Date: 15/05/2025
1 starsyed a
Date: 15/05/2025
They trapped the customer with low rates, i had booked my rental on 05/16/2025 and did prepaid payment, when i went to pick the car i was told that they do not rent to local resident, so i was given a customer care number to cancel the rental and ask for refund, i called and emailed, explained the situation, i was told that it was prepaid so it is not refundable and local resident policy is on website. they have local renter policy with some limited mileage, they only allow 200 miles per day, i asked to give me the rental with limited miles, they denied, the customer care was so ****, she did not let me talk and was talking over me, she used some ugly words and hang up the phone. The bottom line is they kept my money and did not give me the rental car. Very disappointed, **** ** ******* **** *** **** ** ******Routes Car Rental
Date: 17/07/2025
We sincerely apologize for the frustration you experienced and understand your disappointment. Our local renter policy, including mileage limits and eligibility restrictions, is outlined on our website; however, we regret if this was not made clear during your booking process.
We also take your concerns regarding the interaction with our customer service representative very seriously. This is not the level of professionalism we expect from our team, and we are investigating the matter internally.
Please contact us at ************@******.ca with your reservation details so we can further review your case and assist where possible.
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