We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

Reviews

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

Find a Location

Routes Car Rental has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Review Ratings

    1.18

    Average of 298 Customer Reviews

    Want to share your experience?

    Leave a Review

    Review Details

    • Allan Y

      Date: 25/08/2024

      Not really worthy of any stars.
      I rented through Expedia a midsized SUV to take my mother suffering from Dementia on her last real trip before all memory is lost. Upon checking in I noticed nothing but Jeeps and Dodge Durangos and no midsized Nissan Rogue or for ease of getting into for my mom. The best option on the lot at the time of check in was the Durango and the agent stated they lowered my daily rate due to the issue (great I thought) 5th thru the 14th of August was my contracted dates through Expedia. At drop off day August 14th I unloaded the vehicle and asked for a turn in receipt and was informed by the young female because I prepaid through Expedia there is no receipt unless I turned in with less fuel or had some sort of toll fee assessed while driving which I didn’t. I thought it was strange and a small cause for concern so I snapped a picture of the mileage, iPhones track gps location date and time of the photo which also coincides with our flight schedule later that afternoon. On the eve of 16 August approximately 5:30 pm I received an email from Route Car Rental stating the vehicle was turned in a day late (15 August 2024) I emailed Route customer care as well as Expedia regarding the matter (over and over redundantly send boarding passes, photos etc.) As of yesterday 24 August Expedia issued a refund or at least is in the process of issuing it and Route Car Rental continues to deny despit everything provided showing I was in Atlanta the eve of the 14th and not continuing to drive their rental. No change in dates for our trip occurred and I suspected something like this would happen. I did read some reviews about Route Car Rental and many were good but there were several with similar claims about fraudulent activity after their rental was returned hence the photo journal of the odometer, us in the airport in Denver and us in the airport in Atlanta upon our return on the eve of the 14th. Absolutely ridiculous, this company should lose their license

    • Ira K

      Date: 25/08/2024

      * ** * ** ** *** ********* **** * ******** ***** The agent at the Chicago airport ******* us and made fun of our age and belittled us because of our lack of ****** dexterity and unfamiliarlity with cell phone use. I insisted he wanted us to download our entire insurance policy to prove that we had insurance. He was **** and pressured us into buying extra insurance we did not need. *** ****** ***** ********

    • Ashley L

      Date: 21/08/2024

      We rented through Travelocity and was directed to Routes. While the pick up process was great, that's where the positive experience ended. They try and nickle and dime every single thing, from the insurance that we declined 3 times to the Sun Pass to switching drivers. We had to get our USAA policy pulled up so the lady could verify that we had enough coverage. We have rented dozens of cars and have never had to show the lady our policy to get out of the insurance they push on you. My original quote from Travelocity of $124 ballooned up to $500 by the end. The worst part was *************************** ******* heat we realized that the ** was barely working. We were staying 90 minutes outside of ******* and when we took the car out the following day, we realized the ** was completely non-functional. I called Routes, which was a challenge just to find a working number, and when I finally got a person to answer, and told them about the issue, he told us we could drop the car back off. It was not an option as I had a conference all day for the next 5 days. When we returned the car at the end of the 5 days, after being in 100 degree heat with 2 children and driving the most miserable 90 minutes back to return the car, we asked for some refund given our terrible experience. She told us that they had to "verify" that the car was actually broken and would get back to us in 24 hours. I have received 10 emails telling me they are "working on our concerns." Then I received a message that since we did not notify them prior to retuning the car, there would be no compensation, which I promptly showed proof that we had called on rental day #2 and now have continued to receive dud emails telling me they are "working on it." Horrible, horrible company and I will be notifying Travelocity of their horrible business practices.

    • Laura N

      Date: 21/08/2024

      ******** ******** ********* They said we needed Ontario car insurance to rent a car. So we asked to buy it from Routes at Toronto Pearson airport and they would not sell it to us. They denied us a car. They were very ****, defensive and did not care **** * * **** **** * **** *** *** * **** *** **** ******* ******* ***** ** ***** ** ******* They said we could get a refund through ********* for our week rental. ********* said Routes needs to approve the refund. After hours on the phone they did not approve the refund. We are on a vacation **** * ***** **** ****** ** ***** ****** and our transportation money is gone. We already had to pay additional money to get an **** to where we are staying. All our plans are upside down. They customer service was so bad and entitled the police were called (even though it was not a police matter) and on top of our 20 hours of traveling we spent another hour just to get out of there with no solution. In our case we have been ******* out of our money. What other business do you pay for, do not get the services they offer and they keep the money? * ******* ********* **** **** ****** **** **** ** ********* ***** ****** * ***** **** **** ******* * **** ***** ** ***********

    • Thomm A

      Date: 13/08/2024

      Chicago ***** Shuttle driver was Great! But it went downhill from there!!!The check in process was extremely slow and more importantly.. they gave me a vehicle that was OVER TWO YEARS OUT OF REGISTRATION!!!!These folks are crooks and you should steer clear of them and their underhanded rental practices!

    • Amy M

      Date: 10/08/2024

      ** * ***** ***** * ***** * ****** My whole experience with this company has been terrible. First off we were treated very ****** when picking up the car. We then found out that the car lad a leaky tire and a shake while driving. Getting a hold of the company is also ****. Was trying to contact someone for over an hour and no response. I will NEVER rent from them again.

    • Robert A

      Date: 08/08/2024

      ********** ** * ***M. I paid for a vehicle in advance through Booking.com, and was told by Routes, while I was heading to ****** International Airport from downtown Chicago, that I needed to show proof that I flew in that day in order to get vehicle. I came in a few days prior to spend time in the city and was flying out the following week from the same airport. My credit card company wasn’t able to get me a refund. I travel frequently, and have never experienced a car rental company this unscrupulous. **** ******* ************** ** ******* ***** ** ******** **** **** *** * ****** ********** **** ******* ** * ***** *** ****** *** ** ******* ** ******* ** *** ***** ** ********* **** *********** ***** ** ****** *** *** ******* ** *** **** **** ***

    • Jenny A

      Date: 08/08/2024

      *** **** * ***** ** * ****** this company charged my card almost 2 months after i cancelled a reservation due to my flight being cancelled!! My car rental was $29 for 2 days yet i was charged $53.25. AFTeR i cancelled months prior. I see they like to do these ******* charges without permission. ** * ****** ***** * *** **** *** ** **** ****** ** ***** **** *** *********** Will not ever book with them ever again. *** **** ** **** ****** ******* ****** ******* **** ****

    • Jessica S

      Date: 07/08/2024

      Worst car rental experience ever! Rented from ********* and prepaid, however when I got to the store, smelling of THC(pot) I was told I would have to pay out of state fees at $16.99 a day! Rental ended up being higher than my last one with ********** and *****! Poor customer service at the ******************** store and on the phone! **** ******* ***** * ***** ****** ** * *** ** *** ******* ******* ** **** ****** ****** Had to put up a $500 deposit and still have not received it back as they deducted it and didnt just put a hold on it! The car was a ****** versa with dings on it and it was dirty inside! Had to clean the windshield myself! Will never use this rental car service again!

    • Omar H

      Date: 05/08/2024

      I have rented a mid size car 8/3-8/4 from the Atlanta Airport. The agreement number of my rental is *********.During the car rental processing I have communicated that I am NOT going to take this car outside the Georgia state line. After my rental car return, am charged an amount of $41.81". This amount is outrageous and not explained to me. Please refund this amount to my card.

    Routes Car Rental is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.