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:06/30/2024

  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.

  06/20/2024 $566.13 Usually when there is an issue they are good about solving it. However this time I have not received an email response in 2 days! I am unable to file a claim within the app. No one is responded after they told me To wait until the 5 day **** for a refund its now 6 days and Ive sent several emails for two days with ONE response claiming They are working on it but my claim still remained closed on the app. This is very concerning for someone who usually trusts this business with their money. All i want is my refund please. *** said multiple times I am going out of town so this is just an inconvenience!! Please have one of your agents reach out to me with the refund already issued as requested. Very Dissatisfied in this case.

  Business Response

  Date: 07/02/2024

  Hi *****,

  Thank you for escalating this issue. It looks like since you reached out, our team here at Route issued you a refund on your claim for your order RT3Q2S90PVFFCJ31GB13OG.

  If you still have not received your refund, please reach back out within your Route claim, and our team would be happy to assist you further.

  We hope you have a wonderful rest of your week!
  

  Best,

  Skylar, Route Customer Support

• Initial Complaint

  Date:06/26/2024

  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.

  Over a month ago I placed an order which I was already spending a lot of money on so I decided to opt in to Route protection for peace of mind. The day finally came last week when I was supposed to be receiving my order via informed delivery with signature required by ***** and while the order says it was delivered and signed for I was never informed of an attempted delivery nor did I sign for one. There wasnt even a delivery picture. Route denied my claim, while under their own policies Route covers order issues for packages marked delivered yet not received are considered stolen. When I asked to speak to someone else who could help me all they could offer was the money I paid for including Route protection with my package. I basically loaned them $150 for over a month because they dont want to own up to their policies and do whats right for the customer. My ********************** order ID is RT4P6MHFB1HU4J565U7M5G.

  Business Response

  Date: 07/02/2024

  Hi *******,

  Thank you for escalating this issue with us. It looks like since you reached out, your claim has been resolved by our support team here at Route. It looks like you were issued a refund on Friday, June 28th.

  If you still have not received your refund, please let us know by reaching back out within your Route claim, and we'd be happy to help you further.

  Have a great rest of your week!
  
  Best,

  Skylar, Route Customer Support

• Initial Complaint

  Date:06/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have had to file several claims for vinyl records ordered through various online merchants that use Route Insurance. I have since been banned from filing any insurance claims with this company. This was their response as to why: “We value all our customers. However, due to an unfavorable claim history, and per the uninsurable risk clause of Route’s terms and conditions, we are no longer able to offer you insurance on your purchases.” So essentially this is putting the blame on me for damaged items and not on the merchants they are contracted with. I have had to upload pictures and video as proof of the damage for any claims, and even had to do an online notary for a claim. So this insurance company is useless if you actually use the service, because you will be banned from any claims. Just very disappointing and seems like a scam to me, I would avoid this company at all costs.

• Initial Complaint

  Date:05/02/2024

  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.

  Submitted a Route claim for stolen packages. Had to give my ID and Social up to do a Notary online. I submitted it and everything and they said my Claim was Approved, but that they could only do replacements of the items. I told them I can't get any shipments to my house until we figure the theft out not to mention we bought the items locally for order so this wouldn't happen again. I informed them both the Merchant and Routes Policy states I am owed a Refund besides Tax and Shipping Fees and the Route fee if my Claim is Approved. They are giving me a hard time about refunding me, when legally they are entitled to refund me or they would be committed insurance fraud and breaching our legal binding agreement and their policy. Not sure why they would want to send items to my house where there is clearly theft happening. This is not safe, and since I bought locally I would just return the items to the Online Merchant for a refund anyways.I am submitting this claim because I am done playing games. This is unacceptable. I paid for a service and I am entitled to a refund since my Claim was Approved.Route order number - RT34PIULH14NU2EBNI08U0

  Business Response

  Date: 05/06/2024

  Hi *******,

  Thanks for reaching out! It looks like this issue was already resolved by our team and the team at LED Grow Lights Depot. We apologize for any inconvenience - as far as refund/replacement only policies go, these are set by the merchant, not by Route. Again, we apologize for any inconvenience you experienced. It looks like the merchant was able to approve a refund for you in the end!

  If you have any further questions or concerns, we would be happy to assist you further within your claim - you can just respond in that email thread and your claim will reopen!

  Have a great rest of your week!
  
  Best,

  Skylar, Route Support

• Initial Complaint

  Date:04/06/2024

  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 made a purchase with a company on 1/15/24 and purchased route shipping protection for a total of 184.63$. The items said they would take up to 5 weeks to ship. I tried contacting the seller after 5 weeks passed and got no response. Then it said items were shipped and delivered on 3/11/24. When I didn’t receive the items I tried contacting the company again no response. So I contacted route and still couldn’t file a claim until so many days has passed. I finally was able to file a claim just to run into more nonsense. Everytime I would respond to route they would stop communication. Then send me an email saying they haven’t heard from me. My claim was closed and I’m highly upset. I am requesting I be refunded asap to my original form of payment. This is my last attempt to contact route. If neither company are willing to help I will dispute the charge!

  Business Response

  Date: 04/22/2024

  Hi *****, 

  Thank you for reaching out. We apologize for any inconvenience that you may have experienced while filing a claim with Route, and we would be happy to assist you further!

  I looked into your claim, and it looks like we have followed up with your several times on your claim, and have not yet received a response. Not to worry - this means that messages from Route may have gone to your spam folder. We encourage you to check your spam messages, and our team will follow up and reach out to your again shortly. We have been reaching out to the following email: ***************************
  
  

  For any further questions or concerns, you can reach out to our team directly here: ****************************************

  Best,

  Skylar, Route Support

  Customer Answer

  Date: 04/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I respond to their emails and they never respond after that. They keep bringing up another site requirement and I have tried that before like another customer mentioned and they don’t accept.

  Business Response

  Date: 05/06/2024

  Hello,

  Thank you for your response. We have reached out to you several times and have not yet received a response from you within your claim regarding your charmboxkids order. Our team reached out to you most recently on Thursday, May 2nd. Please check your spam folder, or the email thread for your original claim. We do require a notarized statement to be filed, and if you are having issues with that process, our support team would be happy to assist you within your claim.

  Thanks, and have a great day.

  Skylar, Route Support

  Customer Answer

  Date: 05/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  i have been responding to them! They keep making up reasons to not refund me! 
  

  Business Response

  Date: 05/10/2024

  Hi *****,

  While looking into this issue, I am seeing that both the charmboxkids claim you created, as well as the email ticket you opened with our support team, were both closed due to no response from you after our team followed up with you. If you are not seeing these emails/messages, once again I encourage you to check your original claim thread/email thread.

  Per the message that we sent you in your claim, our policies require that you fill out a notarized statement using the link we sent you before we issue you a refund/replacement order. These policies can be found on our Route website. 

  If you are having issues filing a notarized statement, please respond within your Route claim or your email ticket, and we'd be happy to assist you further.

  Best,

  Skylar, Route Support

  Customer Answer

  Date: 05/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I added a photo showing that I have responded. I have responded multiple times and then you guys keep telling me you’re not getting anything from me. I’m really close to just filing a dispute and giving them all the back and forth I have had to do.

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 sneakers order number ****** from UP NYC and paid $243.73 including the cost of Route Insurance. My order number through route is **********************.
  
  I received a box with no shoes in it, just my receipt and an empty box. The box did not appear to be tampered with off the initial inspection but obviously it had to be if the shoe box is empty. I reached out to Route and they told me that they do not cover this type of a claim.
  
  I highly doubt that UPNYC would ship me an empty box of shoes, as I have done business with them before in the past and had no issues ever. I believe that it was tampered with at the UPS warehouse or something. I understand that they say they don't cover my issue but I think the shoes were stolen out of the box in transit. THIS IS WHY I PAID EXTRA FOR INSURANCE.
  
  I am highly upset with Route in this issue. They sent me back to UP NYC and they offered me "store credit" due to Route denying my claim. I want a full refund back to the credit card I ordered from! What's the point of purchasing insurance but there's all of these clauses of things they do not cover. Instead, they send you on a wild goose chase to get your money back and do everything they can to absolve themselves of liability. This is unacceptable! As you can see from previous BBB reviews, this seems to be a thing with them.

• Initial Complaint

  Date:03/22/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 had placed a order for coil packs and spark plugs and the day it was delivered it was having a really hard rain storm while I was at work my package was delivered and who ever did don’t try to keep my package safe from the rain, By the time I got home and found my package, the cardboard quite literally just fell apart in my hands because it was so drenched in water, when I looked at the coil packs and spark plugs they where all covered in water so I kept going back and forth with route and they didn’t want to cover me because there was no way for me to take apart this coil pack to show them the water damage inside the coil pack because there no other way to show it that it’s broken besides by putting it in my car and starting my car to show it miss fires, So I did I made a video and I sent it showing there was damage and that they where not working and they want to deny my claim because they say it’s a manufacturer defect when it’s not and it was damaged during shipment.

• Initial Complaint

  Date:02/27/2024

  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 placed an order using Route as a third party item insurance and tracker. The company refuses to issue a refund for an order based on a lack of status updates for almost a year. The other company has been reported as a scam and I feel this company is also a scam.

  Business Response

  Date: 02/29/2024

  Hi ******,

  Thank you for reaching out. I apologize for any inconvenience that you've experienced during the claim filing process, and I'd love to give some further context.

  After looking into this issue, it looks like the merchant you purchased your order from never shipped out your item(s). Because Route is a third-party company that provides shipping insurance, we are not able to resolve an issue where an order was not shipped out. Route covers any protected orders that have been lost, stolen, or damaged in-transit. Again, I apologize for any inconvenience this causes.

  We do recommend reaching out to the store where you purchased your item(s). Please feel free to reach back out to our team with any additional questions or concerns here:

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

  Have a great rest of your week!
  
  Best,

  Skylar, Customer Success

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair 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.

  Hello, my order from Gelato Pique has not arrived, and I have been waiting very patiently for it and it was already marked as delivered Please issue a refund

  Business Response

  Date: 02/29/2024

  Hi *****,

  Thank you for reaching out. We apologize for any inconvenience you've experienced during the claim filing process.

  After looking into your issue, it looks the issue with your order from Gelato Pique has been resolved.

  If you have any further questions or concerns, we encourage you to reach back out to our team, and we'd be happy to assist you further.

  Best,

  Skylar, Customer Success

  Customer Answer

  Date: 02/29/2024

   
  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.
  

  thsnk you for resolving it so soon;
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:02/17/2024

  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.

  Paid for route shipping protection for my tires since they were a fairly big purchase and wanted to make sure they were insured. The day the tires were delivered I came home to them not being on my front porch nor anywhere on my property. I immediately contacted route and they offered no help what so ever, I was told to get in contact with the original merchant lethal performance who also immediately said they cant offer help with my situation. I feel as if I was scammed since 1 the insurance did not cover anything, 2 route immediately rinsed their hands and sent me to original merchant. Very scummy business you expect protection and you get offered nothing

  Business Response

  Date: 02/29/2024

  Hi ****,

  Thank you for reaching out. We apologize for any inconvenience you've experienced while filing a claim with Route, and we would love to rectify this.

  Once of our team members has reached out to you in order to resolve this.

  Thanks, and have a great rest of your week!
  
  Best,

  Skylar, Customer Success