Reviews

This profile includes reviews for Routes Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Routes Car Rental

  5 - 3687 Nashua Dr Mississauga, ON L4V 1V5

• 

  Routes Car Rental

  3901 Mannheim Rd Schiller Park, IL 60176

• 

  Routes Car Rental USA Inc

  17411 E 81st Ave Commerce City, CO 80022

• 

  Routes Car Rental

  3035 Orlando Dr Mississauga, ON L4V 1L6

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  Routes Car Rental

  8443 McCoy Rd Orlando, FL 32822

Review Details

• Review fromCarlos S.

  Date: 13/05/2025

  1 star

  Carlos S.

  Date: 13/05/2025

  I rented a car from this location on May 12th, 2025, for 1 week. As I was heading to the rental facility in their shuttle, * ******* *** ******* *** **** ******** ******** *** *** *** ** * ***** ***** ********* *********** * ******** *** *** ***** *** * **** ****** * *** ** ******** ****** I rented the vehicle (it was already prepaid). Here are the series of events that occurred thereafter:
  1. They demanded a $500 deposit for using my own insurance (*********).
  2. I received an email confirmation about my rental agreement, charges, and photos of the any damages on the car some.
  3. As I was waiting to receive my email, my phone coincidently hard crashed. * ** ***** **** ** ***** ** ************ *** * **** *** **** **** ** ***** *** ****** ** ** ********** ****** ** *** ***** **** * ******** **** **** *** ** ****** 4. As I waited to restart my phone, I began to do an inspection of the vehicle. I noticed some minor scratches and one big scratched on the lower side of the front bumper on the driver side (by the wheel).
  5. After about 7-10 minutes, I was able to restart my phone. Once I restarted my phone, I began to record the complete vehicle showing any scratches, fuel level, and mileage (the rental agreement said full, but it was close to 7/8).
  6. I then proceeded to check my email and to my surprised I received around 10-12 images of minor dents, and some were so hard to see with a naked eye. However, the biggest surprised was that the big scratch/dented about 12-14 inches long and 3-4 inches wide was nowhere in the images that the rental sent via email.
  7. I proceed to immediately go inside the rental and asked for the same person who help me with the rental (* ********** ***** ****** ****n) - she was already hiding in the back office. I waited a few minutes, and she came out.
  8. Once I showed her the big scratch, she calmy said I guess we didn't see it before. So, they saw tiny dents but missed something so obvious.
  ** ********* ****** ** **** *** ****** *********

  Routes Car Rental

  Date: 17/07/2025

  We’re sorry to hear about your experience and truly regret any stress or concern caused during your rental. We understand the importance of transparency and accuracy during vehicle inspections and apologize for any discrepancies you encountered. Any damage, especially significant scratches, should be documented and addressed clearly at pickup.

  
  

  We also take your concerns regarding the deposit policy and communication with our staff seriously and will investigate the matter internally.

  
  

  Please contact us at ************@******.ca with your reservation number and any photos or notes so we can review your case and assist further.

• Review fromA. A.

  Date: 02/05/2025

  1 star

  A. A.

  Date: 02/05/2025

  ******** ****** ********* ******* ****** *** ****** ************ ************)
  **** ****** ******** ******* * ** ****** * ****** ********* ******* Routes Car Rental due to a series of ********, discriminatory, and privacy-violating actions that I experienced on April 27, 2025 at their Schiller Park, IL location.
  ******** ******** I prepaid for a round-trip vehicle rental through *******. Upon arrival at the counter, I was subjected to *********** ************ *** unreasonable demands by Routes staff. Despite having full insurance coverage, * *** ******* **** disclosing personal insurance details and forced to open my app to show private information, ********* ****** ****** ******** ***** **** ******** *** **************.
  ************* I was denied the vehicle because I had not booked a return flight at the time of pick-up. After explaining my circumstances, I was told to provide a utility bill under my name — even though the house is in my husband’s name — and when I couldn’t comply, I was still denied the rental. Eventually, I was pressured into booking a return flight on the spot, which caused me to choose the wrong airport ******* ******* ** ******) and extend my trip unnecessarily.
  ******** ******* ** ******** *** ************** practices regarding proof of insurance and return flight.
  ** ******** requests for personal data, including private family information.
  ** Unreasonable denial of service based on arbitrary and unfair requirements.
  ********** ********** ** A full refund of my prepaid rental.
  *. A complimentary extension through May 9, as the flight was booked under duress. ** A free drop-off at ****** Airport, ***** **** *** * ****** ** ********.
  I have full documentation of the incidents, which I can provide if necessary. ************* * **** **** * ******** ****** ** ******** ******** ********** ******* ****** ********** ****** ******* **** *** **** ******** **** ********* *** ****** ** *** **** ***** *** **********

  Routes Car Rental

  Date: 17/07/2025

  We sincerely apologize for the experience you had at our Schiller Park location and take your concerns very seriously. We understand how distressing it must have been to feel pressured and to have your privacy and documentation questioned.

  
  

  While we do require verification for local rentals and insurance coverage, this process should be handled respectfully and clearly. We regret any undue stress caused during your visit.

  
  

  We are reviewing the matter internally and welcome the opportunity to resolve it. Please contact us at ************@******.ca with your reservation details and supporting documents for further review.

  A. A.

  Date: 17/07/2025

  Thank you for your response. However, the core issue remains unresolved. I was denied the prepaid rental and subjected to invasive, coercive demands by your staff. Since no service was provided, I am requesting a full refund. I expect a prompt and fair resolution.

• Review fromDonald P

  Date: 30/04/2025

  1 star

  Donald P

  Date: 30/04/2025

  They offered a toll pass but because the documents were electronic via email they were not readily available for inspection. They charged my credit card over $200 for tolls that actually came out to less than $10 with no refund of the unused portion. Had I known the actual cost, I would have declined the toll pass. I will never use Routes again.

  Routes Car Rental

  Date: 17/07/2025

  We’re sorry to hear about your experience with the toll pass charges and understand your frustration. Our toll programs are intended to offer convenience, but we regret if the terms were not clearly communicated at the time of rental. We recognize that unexpected charges can be upsetting and are reviewing how this information is presented in our digital agreements.

  
  

  We’d appreciate the opportunity to review your case and determine if a refund is warranted based on actual toll usage. Please contact us at ************@******.ca with your reservation details.

• Review fromSasa I

  Date: 19/04/2025

  1 star

  Sasa I

  Date: 19/04/2025

  **** ******* **** * **** *** ****** ********** They advertise a much lower rate compared to the competition in order to trick you into booking, then when you arrive to pick up the car they will force you into buying insurance for the vehicle regardless if you have your own coverage. The insurance they force you to purchase will double the cost of the rental. The representative at this location told me that I could not rent the car if I didn't buy it, and this was after I showed him my full coverage from *****. This place is located 15-20 minutes away from the airport in the middle of nowhere. You have no choice but to do what they want. **** ******* **** *** ******* *** **** ***** **** ****** *** **** ** ********

  Routes Car Rental

  Date: 17/07/2025

  We’re sorry to hear about your experience and understand your frustration regarding the insurance requirements. While we do accept third-party insurance, customers must provide a valid declaration page showing sufficient coverage. We regret if this policy was not clearly explained or if your documentation was improperly declined.

  
  

  Our goal is to be transparent and fair, and we are reviewing this incident with the local team to ensure our policies are communicated more effectively.

  
  

  If you would like us to review your case further, please contact us at ************@******.ca with your reservation details.

• Review fromDarrell G

  Date: 17/04/2025

  1 star

  Darrell G

  Date: 17/04/2025

  Rented a vehicle through ******* *******. When we arrived, we were offered rental car insurance. We refused and even had our ***** policy stating we were covered. The representative still charged us but said it would be credited back. (Refundable deposit) They have You sign pages and pages of documents in the tiny credit card machine screen. No copies were provided. They stated they would email shortly. Once in the vehicle NO documents were in the glove box. Not even proof of ownership etc in case we were checked by the police, etc. We requested all documents and were told they would be emailed. We never received an email. We were worried if questioned by our hotel or law enforcement that we had no documents. ***** *** ** ***** ******* *** ** *** ****** ******** *** ******* *********

  Routes Car Rental

  Date: 17/07/2025

  We sincerely apologize for the confusion and concern you experienced during your rental. We understand how important clear communication and proper documentation are, especially when traveling. Our process should include emailing rental agreements and documentation promptly, and we regret that this did not occur as expected.

  
  

  We also take your concerns about the insurance charges seriously and are reviewing the handling of your refund. Your service as senior citizens and retired military members deserves respect, and we are sorry this experience fell short.

  
  

  Please contact us at ************@******.ca with your reservation number so we may assist further.

• Review fromNathan S

  Date: 04/04/2025

  1 star

  Nathan S

  Date: 04/04/2025

  ****** ** ****** *** *******
  This was my first time to rent a car, and I was sadly disappointed. The shuttle driver that picked me up at the airport was very ****. He was tailgating, speeding, weaving in and out of traffic, and in his phone while driving. I was happy to get to Routes, and then I wasn’t. The ***** ******* ** **** nearly $300 of unexpected fees. Since this was my first time to rent a car, I did not realize they would pressure me to buy their car insurance for a whopping $45 PER DAY. I later found out that my own **** insurance was sufficient and I never needed their insurance. They never ask about my insurance, nor did I know that they would accept my insurance. I later provided my proof of insurance and asked for reimbursement since I felt they had ******** me, but they refused since I had already signed contract. Also, the car they provided me with made a terrible sound when braking . However, the shuttle driver that took us back to the airport was very kind, helped us with our luggage, and drove very well. Other than the last shuttle driver, the entire experience was a disaster.

  Routes Car Rental

  Date: 17/07/2025

  We sincerely apologize for the disappointing experience during your first car rental. Your concerns—especially regarding the shuttle driver’s behavior, unexpected charges, and lack of clear communication about insurance—are important to us and not reflective of the service we aim to provide.

  
  

  Our agents should explain all coverage options and verify personal insurance when applicable. We regret if this did not happen and are reviewing this incident with our team to ensure greater transparency and professionalism.

  
  

  Please contact us at ************@******.ca with your reservation details so we may further investigate and address your concerns.

• Review fromGary K

  Date: 01/04/2025

  3 stars

  Gary K

  Date: 01/04/2025

  The car was fine and checking it back in was quick and easy but the pick up process was painfully long and they ******* me for paying for their high price liability insurance which they insisted I HAD to pay for even though I was ok using either my credit card auto rental coverage policy or even my own car insurance policy. They definitely upsell to the point of ******** and ***** to get you to pay more. Their initial rental price was fairly good...I think that was a **** *** ****** tactic...they get you in the door and then tack on the "required" extra insurance fees. I won't be using them again.

  Routes Car Rental

  Date: 17/07/2025

  We sincerely apologize for the frustration you experienced during the pick-up process. While we strive to offer competitive rates, we understand how disappointing it can be when added fees are not clearly communicated. We do accept valid third-party insurance or credit card coverage when proper documentation is provided, and we regret if this was not properly acknowledged in your case.

  
  

  Your feedback about upselling and delays is being taken seriously and will be addressed internally with our team. Please contact us at ************@******.ca with your reservation details so we can further review your experience.

• Review fromWanglong Q

  Date: 31/03/2025

  1 star

  Wanglong Q

  Date: 31/03/2025

  **** ** ***** ******** ********* ************ ********* ****** They post low rate as a bait. Then they would upgrade it to **** ******** for free. Then will force you to purchase their car insurance, and turn on the Pass Toll service. and charge you $30 per day for out of state service.

  Routes Car Rental

  Date: 17/07/2025

  We’re sorry to hear about your experience and take your concerns seriously. Our goal is to provide transparent pricing and service, and we regret if the information provided at pickup did not meet your expectations. While we may offer vehicle upgrades when available, insurance and toll options should be clearly explained and remain optional when customers present valid coverage.

  
  

  We’re reviewing your feedback internally to address any potential miscommunication and ensure all charges are properly disclosed. Please contact us at ************@******.ca with your reservation details so we can investigate further.

• Review fromRobert B

  Date: 15/03/2025

  1 star

  Robert B

  Date: 15/03/2025

  ********* ******* ***** **** **** ***** ****** ******** *** ****** ********* **** ******* ****** *** ***** for our families ****** vacation in *******, we booked a **** ******** through ******* and paid for car insurance.
  ****** *** **** * ***** first they make you pay an additional $17/day fee for a Florida toll device, which is included in ***** car rental companies like *****, then they force you to pay for insurance, refusing ******* coverage that we prepaid. With all the hidden fees, the price is now higher than ***** companies at the airport. When we asked to see the manager because we had purchased insurance through *******, he refused to rent. We relented to this ************** practice, but then he refused to rent to us, calling us a 'problem' customer and kept our money citing no cancellation clause in rental agreement even though we didn't cancel. He refused to rent!. Routes ruined my families ****** vacation! Don't let this happen to you! BTW Routes is located in a shed in the middle of nowhere 20 minutes from the airport.

  Routes Car Rental

  Date: 17/07/2025

  We’re very sorry to hear about your experience and truly regret the impact it had on your family’s vacation. We understand how frustrating it can be when unexpected fees and coverage requirements are not clearly communicated. While we do require specific proof of insurance coverage, this should be handled with transparency and respect. Denial of service should only occur under policy-based circumstances, never as a result of disagreement.

  
  

  Your feedback is being taken seriously and reviewed with our Orlando team. Please contact us at ************@******.ca with your reservation details so we can further investigate and assist.

• Review fromDea S

  Date: 28/02/2025

  1 star

  Dea S

  Date: 28/02/2025

  **** ** * ******** ********* They do not answer the phone. They do not respond to emails when they say they will. I have been trying to cancel my reservation because initially the car I booked showed more flexible capacity for 6 people, but when I called the local office in Europe, they told me that they do not have the model with the foldable seats. They had a different name there and they told me that Routes was the broker I had used and that they were not allowed to modify the reservation. What kind of car rental company is this that it says that you can modify the reservation until 48 hours before the date but it is now 5 months ahead and no modifications can be made online or at the local site ? I booked it thinking its a Canadian company but it definitely has ZERO customer service standards. They took the money, they don't pick up the phone even though they claim on the automated response that they have 24/7 customer service, they pretended not to have received my emails. They asked to send the email again and they would answer within 24-48 hrs but there is no response. It has been a week that I am dealing with this show. I am proceeding with a dispute at this point.

  Routes Car Rental

  Date: 17/07/2025

  We sincerely apologize for the frustration and inconvenience you've experienced. We understand how important flexibility and responsive customer service are when managing travel plans, and we regret that your expectations were not met.

  
  

  While Routes partners with international affiliates, we take responsibility for ensuring a smooth experience across all touchpoints. The lack of communication and inability to modify your reservation are not acceptable, and we are actively reviewing the situation.

  
  

  Please contact us at ************@******.ca with your reservation number so we can prioritize your case, investigate thoroughly, and work toward a resolution as soon as possible.