Complaints

This profile includes complaints for Route App, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Route App, Inc.

  1441 W Innovation Way Ste. 200 Lehi, UT 84043

• 

  Route App, Inc.

  1881 W Traverse Pkwy Ste E511 Lehi, UT 84043-5986

• 

  Route App, Inc.

  1557 W Innovation Way Ste 200 Lehi, UT 84043-4417

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.

• Initial Complaint

  Date:06/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order with A Maker's studio and purchased a Route insurance with it, then I got notification that it was delivered at my door I came outside and the package is not there, so I went and filed a claim through Route as advised by the merchant. I've waited so long for Route's response and did all the notarization and provided ID's that they requested, but in the end they declined my claims for no reason I kept asking and they are no longer responding! I just need my money back for the items I never got.

  Business Response

  Date: 06/24/2025

  Dear ***, 

  We are sorry to hear that your order from Maker's Studio did not arrive safely! We hope to provide more insight below. 

  After reviewing your issue we identified behavior in your claim that is a breach of Route’s conditions for terms of service. As a result, we are unable to approve this claim. 

  Regards, 

  Route Customer Experience Team

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Bought a route insurance for my package and fedex gave the package to someone else ive been working with route for the past week and it seems they are just brushing me off i did everything that was asked for me to do and the rep i was given to tanner seems like he is trying to stretch the claim prosses out because i have to send a daily email out to him to get updates and ****** barely replies every 2 days i understand its a high order ammount but even tracking from fedex shows it was not signed by me his excuse for stretching out the claim is they are working with lethal performance for the refund but it makes sense since route is a 3rd party insurance why should they ask for help from lethal performance
  overall horrible experience

  Business Response

  Date: 05/05/2025

  Good morning, ******, 

  Great news! Your refund was approved by Route and processed by the Lethal Performance team on Thursday, May 5th. 

  Thank you for your understanding and patience as we worked to process your claim - for your privacy and security our team does not have access to payment details and we need help from the store to process refunds from time to time. 

  If you have further questions about your refund don't hesitate to let us know by replying to your email with Tanner! 

  Wishing you a wonderful week ahead, 

  Route Customer Experience Team

• Initial Complaint

  Date:04/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered from a business and never received the item , it’s marked delivered. I reached out to the post office and company, I paid for shipping protection through route. Made me wait 5 days to start the claim, it’s now 3 days later and I have not heard anything back from them. This is ridiculous.

  Business Response

  Date: 05/01/2025

  Dear ********, 

  We're glad you reached out! We've been trying to reach you but our emails appear to have been blocked by the .edu mail server for your main address. 

  Great news! Your claim is approved and your refund has been processed. Hopefully the update email will be able to reach one of your other addresses on file, but just to be sure you know, the refund to your original form of payment should process in the next 3-5 days. 

  We'll be on the lookout for any further questions or updates from you. 

  Best, 

  Route Customer Experience Team

• Initial Complaint

  Date:04/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 ordered something with this insurance (by mistake, to be frank) and the company refuses to cover the damaged item that was received that way. The first agent already promised a replacement so I am quite furious they now want to go back on their word regarding this issue. Hopefully, someone higher up can rectify this issue before I reach out to the CFPB.

  Business Response

  Date: 04/02/2025

  Dear *****, 

  I am so sorry to hear of the confusion with the claim for your Elev8 Glass Gallery order! Upon investigating this issue, I see that a new claim has been filed for the correct item, and the claim is with a specialist agent now who will process your refund.

  Your feedback is appreciated and your experience will be used as a coaching opportunity for the team. This claim will be closely monitored through it's resolution to avoid further issues.

  Thank you for your patience and understanding as we work to get you taken care of! 

  Best, 

  Jessie
  Customer Experience Manager

  Customer Answer

  Date: 04/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me since the company has refunded the disputed amount.
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The package I received only had packing material in it, not anything I ordered. When looking at the box, it's obvious it was damaged in transit, some stuff fell out, then the ***** worker attempted to tape it again. There's lots of damage and the corners on the box are held together by tape. I'm guessing it scraped against some machinery while at a ***** warehouse, got torn open, then my items fell out. The ***** worker taped it back up and forgot to put my items back inside. I submitted all of this to Route and they told me to send a selfie picture holding my ID and a notarized incident form, as I was unable to do the OneNotary call. I submitted everything and they told me my notary form was invalid or something along the lines of that. There was no other reasoning or solution offered. I'd like a full refund as I did everything they told me to

  Business Response

  Date: 04/03/2025

  Dear *** ********, 

  We are sorry to hear you did not have the experience we strive to provide when assessing and investigating claims, and appreciate this opportunity to explain the situation further.

  Upon reviewing the situation, we can confirm that we identified behaviors in your claim that are in violation of our terms and conditions. If youd like to complete the requested OneNotary session online, which is free of charge and takes only 15 minutes, you can do that on any device with a camera, like the phone you used to send images of your ID and selfie. Once we have the online form completed we will happily continue investigation of the issue with your order from Cotopaxi.

  Once you complete the online session, cost free and from the comfort and convenience of your home, we will be notified automatically and will resume assessment of your claim.

  Best regards,
  Route Trust and Safety Team

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered some stuff from ******** and the box came empty with only packing materials inside. It was CLEARLY damaged in transit. I'm guessing the box got ripped open and the items fell out, then it was taped up and sent back out. I filed a Route claim, including pictures, for this issue and they told me to join a live call with OneNotary. I was unable to do this as my webcam was broken and I had no other means of joining the session. I replied to the claim email with that information and the agent who replied told me I could bypass OneNotary by submitting a photo of myself holding up my ID and a notarized form. I took the picture, filled out the form and got it notarized, then submitted it to Route. I waited two business days and got a reply saying the form was outdated and they couldn't process it. I did exactly as I was told to do by the agent and used the form given to me by the agent, but again, they told me it was invalid. I want a full refund issued back to my card. I did everything that was required of me and even had to PAY for the notarization, but I'm being told it's invalid.

  Business Response

  Date: 04/03/2025

  Dear *** *********, 

  We are sorry to hear you did not have the experience we strive to provide when assessing and investigating claims, and appreciate this opportunity to explain the situation further. 

  Upon reviewing the situation, we can confirm that we identified behaviors in your claim that are in violation of our terms and conditions. If youd like to complete the requested OneNotary session online, which is free of charge and takes only 15 minutes, you can do that on any device with a camera, like the phone you used to send images of your ID and selfie. Once we have the online form completed we will happily continue investigation of the issue with your order from Cotopaxi. 

  Once you complete the online session, cost free and from the comfort and convenience of your home, we will be notified automatically and will resume assessment of your claim.

  Best regards,

  Route Trust and Safety Team

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23146317
  
  I am rejecting this response because of the email that was sent to me. I was told it would be perfectly fine if I submit a picture of my ID and the notarized document. My  phone doesn't have a camera, I had to use my ex wife's phone when she dropped the kids off. I have no means of joining the call.
  Sincerely,
  
  ******* *********

  Business Response

  Date: 04/04/2025

  Dear *******, 

  As mentioned in our previous message, we have identified behaviors in claim #******* that indicate violations of our terms and conditions, including the use of a retired form, and consider this matter closed. 

  Regards, 

  Route Customer Experience Team

• Initial Complaint

  Date:03/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This company is being run by just the most incompetent careless people I have ever encountered. Let me rattle off the issues: They only have an email service, their SLA is 24 hours for a response but they are always late, they take forever in-between responses because it is through email, they ask you trivial useless questions that you are already answered in the initial claim which wastes even more time, and on top of this, they don't even read the claims and review all of the information before responding.
  
  Now on to my issue: I put in a request on Monday, March 10th, 2025 around 12pm and I did not receive a response until way after the 24 timeframe the following day on March 11th. The person was responsive and then randomly disappeared after asking me a useless question that I already covered in my initial claim. Now there has been no response since then and my claim is not resolved. At this point I am going to open up a dispute and I will be expecting a full refund for this horrendous insurance that does not even work as intended. And if I am denied that refund, I am not opposed to taking legal action because companies like this should not exist.

  Business Response

  Date: 03/24/2025

  Dear *******, 

  We appreciate this feedback and apologize that we could not help you as quickly as you hoped! We are eager to investigate this issue. 

  Upon looking into your complaint we did find the several messages you submitted between March 11th at 10:11 am and March 12th at 9:40 am. The most recent reply from our team was March 12th at 10:22am when we confirmed a replacement order for you. 

  We do strive to provide resolutions as quickly as possible, and will use your interactions with our team as a training opportunity to ensure we are gathering details from customer communications effectively and resolving issues promptly. 

  Thank you again for this feedback, we are glad we could resolve your issue and look forward to any further questions regarding your new Dua Fragrances order! 

  Best, 

  Route Customer Experience Team

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased custom ornaments from ******* ********* in February and paid for insurance from Route. Although FedEX tracking states the packaged was delivered, I have not received it, nor can they provide any photographic evidence it was delivered. I've been trying to submit a claim through Route for the past 2 weeks, however, no matter how many times I try, under different lighting and different times of day, my ID verification will not go through and there is no mechanism to contact Route about this issue. I would like Route to contact me so that I can submit my claim.

  Business Response

  Date: 03/24/2025

  Dear ******,  

  We are so sorry to hear of the difficulty you encountered when trying to file a claim for your custom ornaments! This is certainly not the experience we want to provide, and we'd love to get you taken care of right away.

  When attempting to investigate this issue we were unable to find an order matching the email attached to this complaint, but we did create a ticket for our team to assist you. Watch for a reply from us before the end of the day.

  We are looking forward to helping you with this claim! 

  Cheers,

  Route Customer Experience Team

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 filed claim for this order and reached out to route and there’s been no reply or no update I’d like full refund issued for the order I didn’t receive

  Business Response

  Date: 02/28/2025

  Thanks for reaching out to Route! We're truly sorry your Lypo-Spheric® Vitamin C from LivOn Labs did not arrive safely, we can imagine how excited you were for your order to arrive! But no worries, we are happy to inform you that we have already sent your refund!
   
  Here’s what to expect:
   
  You should see the funds reflected back to your original form of payment within the next 3-5 business days. We refund the exact price you paid for the item(s) excluding Route Shipping Protection: $399.50. Have a lovely Friday! 
  

• Initial Complaint

  Date:02/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Route makes it extremely difficult, impossible actually, to file a claim with your(?) Customer Service department. In order to "file a claim" one has to download the app to create an account, and from there, my attempt to file a claim didn't work as my email address and Route tracking were not found? Please explain what the point of being forced to pay for shipping protection is when 1. there is no protection and 2. no way to get in direct contact with customer support? Now Route has access to my email and my package (never delivered even though USPS reported it was, 7 days ago). I have video footage of the date and time this alleged delivery took place, showing the package was not delivered.
  
  If Route does in fact insure my package, which I pay for and don't have a choice in the matter (it seems many people reporting to BBB encounter this, I will need Customer Service to get this issue resolved or refund me for this order.

  Business Response

  Date: 02/11/2025

  Hey there,

  We are so sorry to hear about the frustration with your order! I see we have received your email, and an agent has reached out to you with an update. Again, we apologize for any frustration this has caused but we look forward to getting you pointed in the right direction with the next best steps.

   

  Thanks,