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.

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

• 

  Route App, Inc.

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

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:01/31/2024

  Type:Billing 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.

  Transaction was TODAY 1/31/2024. I was charged $20.43 for Route and I never asked for this service nor do I need this service.

  Business Response

  Date: 02/01/2024

  Hi ******,

  Thanks for reaching out to Route! Because Route is a third-party company, we cannot remove Route from your order. However, the store that offered Route shipping protection to you can remove/refund Route on your order from their end. We do not have access to the store where you purchased your order, so we cannot remove any items from your order!

  If you have any additional questions or concerns, you can reach out to our team here:

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

  Have a great rest of your day!
  
  -- Route Support

• Initial Complaint

  Date:01/11/2024

  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.

  The driver of the Route App ************ left my package at an unknown area on the ground of a parking lot. They marked it as delivered, and it was a complete lie.

  Business Response

  Date: 01/19/2024

  Hi ********,

  Thanks for reaching out. Please note that Route is not a shipping carrier, and we do not package, ship, or deliver your items! Route is a shipping protection service, meant to assist you in the instance that your order is lost, stolen or damaged when you purchase Route shipping protection. Route is also an app where you can track all of your packages!

  We recommend reaching out to your shipping carrier directly, or reaching out to the store where you purchased your item(s). If you have any Route-protected orders that you are experiencing issues with, you can file a claim here: claims.route.com.

  Thanks, and have a great day!

• Initial Complaint

  Date:12/16/2023

  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.

  Order ******* was lost or stolen: I reported it to route and it was denied. This is the first time Ive used route so Im very confused as to why Im being Denied as this is my first time using and I paid for this service for protection for anything that happens to my packages. Absolutely horrific customer service

  Business Response

  Date: 12/22/2023

  Hi ****,

  Thanks for reaching out! It seems as though we have identified behavior in previous claims filed with your account that are a breach of Routes conditions for terms of service. We will be refunding the money spent on package protection and will be denying the claim for order #*******  as well as any subsequent claims. 

  If you have further questions or concerns about our policy, you can reach out to our team here: *********************************************************

  Best,

  Skylar, Customer Support at **********************

  Customer Answer

  Date: 01/05/2024

  I submitted my response so Im not sure what happened. I would like to reopen the case. I am not satisfied with the business response because I have never used route before; I have no previous accounts with ********************** and would like my refund 

• Initial Complaint

  Date:12/13/2023

  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 a **** Toy truck and this Route company was to provide the purchase protection. The toy truck was tracked as damaged, and then returned to sender. The company is now refusing to rectify the situation and send a new toy truck.

  Business Response

  Date: 12/15/2023

  Hi *****,

  Thank you for reaching out to us, and we apologize for any inconvenience you experiences while filing your claim with Route. It looks like your issue fell outside of Route's 30 day protection timeframe. We'd be happy to make a one-time exception for your issue, and resolve your claim. A member of our team will be reaching out to your shortly to assist you!
  

  Have a great rest of your day!

  Skylar, Customer Support

• Initial Complaint

  Date:11/17/2023

  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.

  Abundantly clear your company only provides coverage to people who DON'T file claims. I have literally spent well over ********************** the past couple of years. Most are poorly packaged. Despite this, I've only filed a few claims with Route but I've been banned now. Frankly, I don't give a hoot but UMG is getting scammed by your company, paying for a service they are not receiving. ON EACH CLAIM I WAS DIRECTED BY THE SELLER TO FILE THE CLAIM. With respect to this latest claim, RT1478HF86G4DIRS5VKCMG, I first contacted the seller and asked them to send me a return label for the damaged goods. I wasn't looking for insurance compensation. I was simply looking to return the product. This is how I handle every damaged good incident - ask for return label.Route should be focused on telling the merchants to provide PROPER PACKAGING so claims are never filed. Anyway, just wanted to point out that the email I received from Route was slimy and unprofessional, accusing me of dishonesty. If I was dishonest, I would have pursued a claim in December of last year when thousands of dollars in shipments were delivered to a house on a DIFFERENT STREET. I started a claim but was able to get the packages, and reached out to Route to drop the claim RTCDMJ2ONQG7TNJOH5CC7G.I guess Route is no different than any other insurance company. Only helpful if it has zero or minimal financial implications.

  Business Response

  Date: 11/30/2023

  Hi ******,

  Thanks for reaching out to Route, and we apologize for an inconvenience that you experienced. It looks like we are currently waiting for a notarized incident statement to be filed in order to continue resolving your claim. Filing this statement takes less than 15 minutes, and once it has been filed, we would be happy to resolve your issue!

  Please note that within our protection policies, it has been clearly stated that notarized statements may be requested for orders that have been marked as delivered. This encompasses damaged orders!

  You can access our Route Protection policies here for further information:

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

  You can also reach back out to our team for further assistance here, and we would be more than happy to assist you:

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

  Thanks, and have a great rest of your day!

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20887333
  
  I am rejecting this response because:

  I would be happy to sign each and every notarization, HOWEVER, your employee stated that after this particular order, ROUTE WOULD NOT HONOR ---ANY--- FUTURE INSURANCE CLAIMS.  Unless Route is prepared to honor any and all legitimate claims with me, I have no intention of providing personal information (my birthdate) with Route.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/14/2023

  Hi there,

  Thank you for your response! Again, we apologize for any inconveniences experienced during the claim filing process. We are bound by Route's policy, and are unable to offer insurance on an unlimited number of claims under 1 customer! If you do purchase ********************** protection in the future, we would be happy to refund you the cost of Route protection.

  We would be happy to assist you with your most recent claim filed, following the filing of the required notarized statement. Regarding sharing personal information with *********: We have partnered with ********* because we are confident that they also take data privacy seriously! We can ensure that their platform is 100% secure and that they will protect your private information. ********* partners with industry leaders to provide secure identity verification, and encrypted data storage. Every session takes place in a secure virtual environment. All confidential information that we are not required to keep is deleted.

  Please reach out to our team with any further questions or concerns, and we'd be happy to help.

  Best,

  Skylar, Customer Support

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20887333
  
  I am rejecting this response because:

  Unethical company, probably violating federal and/or state insurance laws. ALL valid claims should be honored. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/03/2023

  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.

  Route.com was apparently ordered by the distributor without my knowledge but when they were to send the items, they went to an address not associated with me. Upon contacting the distributer to find out where the items went he said to contact Route, on line only as they have no customer service. I contacted them to see if they would cover they lose but discovered the website was very convoluted and surprisingly difficult to use. I kept trying and 5 -6 attempts I was able to get through and extreme maze Route.com had created from their website. On the 6th attempt I managed to get through all of the hurtles to the end where they said they would review the reorder. Soon after Route declared only after the fact that they require 5 days for a customer to file for a claim for each and every item in the group supposedly sent though them. Of course it took until after the last day, without the time limit knowledge as it was never stated. They apparently sent the items to the wrong address and would now cover the insurance they were claimed to provide. They took all of the funds by creating an unknown short term claim policy then created a super maze of trying to process the claim on-line, without customer service availability. They apparently create money by this double ended defrauding technique.

  Business Response

  Date: 08/07/2023

  Hi *******,

  I'm sorry to hear that you have had some issues using our services here at Route, and I would love to assist you further and provide some additional information.

  Please note that Route is a third-party company that provides shipping protection should your Route-protected order become lost, stolen, or damaged in-transit. We are separate from the shipping carrier, and from the merchant that you ordered the item from. When orders are sent to the wrong address either due to merchant or customer error, this is not considered to be lost, stolen, or damaged in-transit - this is a pre-shipment issue! I apologize for any inconvenience due to these policies when going through the process of filing a claim with Route. 

  All of our policies, claim filing information, and customer support contact information can be found on our website. I'll include a link to our "Support Menu" page below: 

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

  We would be happy to make a one-time exception for your order issue in this instance, and I will have a member of our support team here are Route reach out to you to facilitate a resolution for your order.

  Again, I'm so sorry to hear that the order was not sent to the correct address! You should be hearing from a member of our team shortly.

  Best,

  Skylar, Customer Support

• Initial Complaint

  Date:07/25/2023

  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.

  This company is quite possibly a scam. I paid for Route shipping protection for a recent order from Big Bud Press placed on June 29th and had it shipped to a safe, reliable UPS mailbox, which I have had for many years with zero issues in terms of my packages getting delivered. This package was supposedly delivered on July 5th according to USPS tracking, but two weeks later, the package is nowhere to be found. I personally spoke with the UPS store owner who searched everywhere to no avail. It’s clear at this point the package was lost or stolen, so I submitted a claim with Route which included all this information. Within 20 minutes (and obviously no real investigation), they denied my claim and said it was “outside of their policy” with no further explanation. It is literally their one and only responsibility to refund or replace items that are lost, stolen, or damaged in transit, yet they are refusing to refund me for a package that was lost or stolen. They will also not respond to me to resolve this. Now I’m going to be out over $250 after paying for this useless “package protection coverage” on this order.

  Business Response

  Date: 07/25/2023

  Hi *********,
  
  
  I’m so sorry to hear that you’ve had this issue, and I’d be happy to assist you further. We’ll go ahead and make a one-time timeframe exception on your Route claim, and I’ll have someone from our team reach out to you shortly to resolve your issue.
  
  
  Please note that we do have timeframe policies in place based on data from various shipping carriers in order to provide the best experience we can. You can view our timeframe policies and other coverage information on Route’s website here:
  
  
  ***************************************************************
  
  
  Thank you, and please let me know if you have any other questions or concerns!
  
  Best,
  
  
  Skylar, Customer Support

• Initial Complaint

  Date:07/05/2023

  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 recently placed an order for some Perfect Bars, and received an email saying I could track my package. However, I can only track my package after creating an account and downloading an app which includes sharing permissions. I'm sick and tired of my data being bought, sold, and used. Just let us track our orders through a browser. A disappointing experience and not sure who is to blame, Route or Perfect Bar. It shouldn't be like this.

• Initial Complaint

  Date:06/19/2023

  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 paid for route protection but still haven't received my order #****. I tried to file a claim with route but it says "Item(s) not eligible:"
  Route order#: ********************** Email: ********************

• Initial Complaint

  Date:06/14/2023

  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 paid for route protection on my ORDER #****** (************************) and my order seems to be lost. Since I paid for the route protection, I contacted Route but they said they need to contact Hobbiesville for more details. I asked if there's anyway I an help and was ignored. This is unfair because I paid for Route protection and am being ignored.