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Business Profile

Parking Facilities

Routes Airport Parking

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Parking Facilities.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 3 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:10/19/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Very unhappy with my service. We arrived at ***** around 6:30pm on 10/17/24. I called the number on my ***ervation and selected speak to a rep***entative. No one ever answered. Then I tried the online form to be picked up. I put in my last name and ***ervation number and it came back with an error. I tried every combination of name and *** number I could but it never worked. Finally I gave up and we took a taxi to the lot. That cost me $30 plus a large tip, so after paying for parking and pickup I had to spend $50 just to get back to the lot. I fully expect to be reimbursed for this additional expense.**** **** RNA466465 I have tried multiple times to contact them online only to once again get an error message.

  • Initial Complaint

    Date:10/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Book a reservation for September 18th-September 24. I specifically booked with Routes because they have listed that they offer a shuttle service to and from the airport and it is advertised as an on-demand service. When I arrived to drop off my vehicle we were taken to the airport car rental facility and then told to go to the second floor and take the train to the airport. I was highly confused as it was not stated on the website that I would be taken to a different location. I was given a piece of paper with a phone number and told upon arrival to call the number and let them know I needed to be picked up. Again, I was told that I would need to find my own way to the car rental facility and then I would be picked up from there. Once more highly confused because this is not stated anywhere on the site. I followed exact instructions and called the number once I found my own way to the car rental facility, and I was told the shuttle arrives every 15 minutes and that I would need to go to the second floor of the facility and wait for it there. Once my entire party of 7 people made their way to the second floor, we realized we were given the wrong instructions by customer service. We made our way back downstairs asked staff and then we were guided to the correct pick-up location where we waited 30 minutes for an "on demand" shuttle that supposedly arrived every 15 minutes. It should be properly advertised that it is not on demand and that you do not get picked up or dropped off at the actual airport as this is a major inconvenience when traveling with a large group of small children! Booked through spot hero, rental ***********.

  • Initial Complaint

    Date:07/18/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 rented a car from Routes ORD on May 22,2024. I was dissuaded from renting a transponder for the tolls but was given a sheet with an 800 number to register with Illinois Tollway. I called from the Routes parking lot but was told I could only sign up online which I did when I reached our hotel but I did go through one 75 cent toll. Now my credit card was billed the 75 cent toll plus a $50 admin fee and $6 tax for total of $56.75. I was only following the advice of the Routes counter person and do not feel I should have been charged this amount.

  • Initial Complaint

    Date:05/10/2023

    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.
    I rented a vehicle on April 22, I returned the vehicle on April 24. I was supposed to receive a deposit of $350 within 7 to 10 business days. I reached out to customer service after the 10th business day, I also sent an email which I was told to do from which I did not receive a response. every time I call I am transferred to a number that no one picks up. This is absolutely ridiculous. All I want is my deposit back. The company has no regard for its customers. No one has reached out to me not a manager not an employee not anyone this is absolutely asinine.

    Business Response

    Date: 05/17/2023

    To whom it may concern,

     

    On May 15 ***** I spoke to *************** personally and explained there was no additional charges due on his account to be held as a reason to not receive his deposit back. Deposits for ** are only pre-authorized transactions. As advised by myself, minutes later after our phone call he called our facility again and had a Chime customer service representative  who was given a transaction number to be released manually on their end.

    To my impression after our conversation this hold has been released back into the customer's account and attached is a final invoice of his rental agreement confirming no additional charges for the amount disputed. 

     

    Yours Truly,

    *****************

    Branch Manager

Routes Airport Parking is NOT a BBB Accredited Business.

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