ComplaintsforRoutes Car Rental

• Initial Complaint

  26/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 21st we were charged $259.43 by Routes for our car rental. We had already paid for this car rental with a combination of points from ******** ******** plus $163.18 (with ***** Cars) on March 18th. This $259.43 needs to be refunded immediately. Reference number ******

  Business response

  03/05/2024

  Dear *** *******,

  Apologies for the inconvenience caused.

  We would request you to send an email to our customer care team and they will be able to help you get this resolved at ************@******.ca 

  Customer response

  03/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have contacted customer care for Routes multiple times and the issue is still not resolved. It is impossible to get someone on the phone and it takes close to two weeks to get a reply to an email. After reading many customer reviews, this kind of dishonest transactions and extra credit card charges seem to be commonplace with the company. This needs to change, starting with a prompt refund for the car I was charged twice for. 
  Sincerely,
  
  *** *******

  Business response

  24/05/2024

  Dear *** *******,

  Apologies for inconvenience caused.

  We will have someone call you at the earliest 

   

• Initial Complaint

  31/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Routes I rented at car on 12/6/2023 I pre paid for $485.49. I extended for 13 days and the car was returned on 12/31/2023. The per day rate was $19.45 a day. For the additional days I should have been charged $252.85 before taxes. $738.34 should be the total for entire rental. Where does $629.18 come from??? Then another charge of $298.03 for what I do not know. That is additional to what I did not authorize. I was sick and could not return car so my family member returned on 12/31/2023. * **** ******** ******** *** ******* ****** ** ******* ** ** ******* *** ***** ********** ***** I am appalled that a said company would look to profit *********** to my set back. WHO conducts business this way? I have complained formally to my credit card company as well, ******* ****. Please help me to understand what exactly went on with this rental and how I owe according to my bank statement, all these additional charges. I also am not disputing at traffic infraction of a right turn on ******** Road. That was $100.00 charge from Illinois tollway. However, the $50.00 additional charge with that infraction is ridiculous. Why am I being punished by a $50.00 office fee??? Please allow me to receive a credit for these erroneous errors of justice on my credit card. I did not, may I repeat I DID NOT AUTHORIZE ALL THESE CHARGES ON ACCOUNT. I would appreciate help and assistance and also explanation in full detail for this one car rental that took place on December 06, 2023 - December 31, 2023. Explain to me how your company can stand in an integral way and still take monies in a deceiving way. I would like my account cleared and only the correct charges made and I have no problem with taking care of what is honest and true. Anything else is contrary to what is integral and right to me as the customer. I look forward to hearing from Routes corporate team who can dissect and intervene in this matter. I know that Mr. Pavan K. replied to ******* **** in regards to a chargeback matter.

  Business response

  18/04/2024

  Dear ******* ******,

  Apologies for the inconvenience caused

  The charges are valid as per the requirement but for more clarity you can also contact our customer care team at ************@******.ca and they will be able to help with more information but the charges where valid based on the extension and the toll charges 

   

  Customer response

  24/04/2024

  
  Complaint: ********
  
  I am rejecting this response because I would like something done by corporate office not me calling a telephone customer service number with no live person can help me.

   I deserve to have my days at 19.45 a day not 70.00 for five days. I will be done doing business if I get no help. 
  
  Sincerely,
  
  ******* ******

  Business response

  30/04/2024

  Dear ******* ******,

  Apologize for the inconvenienced caused.

  We would like to get this resolved can you please send an email to our customer care department at ************@******.ca and we will have this looked into 

   

• Initial Complaint

  23/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. The return address was incorrect on the email as stated by Routes and I missed my flight due to being 25 minutes over the time I was supposed to be at the airport. I spoke to the manager on duty and I am looking for the entire rental charge to be covered as I had to come out of pocket to cover the remainder of the flight home, me waiting overnight at the airport, and then finding a ride to get home since I missed my ride home the night before. 2. The shuttle took over 20 minutes to get to the pickup and I had to get a **** where I had to wait an extra 10 minutes and by the time I was picked up the shuttle STILL didn’t arrive. 3. My $500 deposit that was supposed to be a hold on the 11th and here we are on the 22nd where it’s showing as an actual charge on my CC. 4. I was charged an ADDITIONAL $42.03 when I returned the car between 6:50-7:00pm. 5. The manager NEVER called me back, did -0 follow up and placed complete blame on Gotrentalcars vs taking accountability. They responded back to my CC with the rental contract stating they were right in charging me the $42 additional dollars since I passed the time I kept the car but won’t respond back to me. I would love to know how I returned the car 2 hours late when I spoke to their manager 2 hours BEFORE the noted drop off time and was at their office for over an hour.

  Business response

  18/04/2024

  Dear ******** *****,

  Apologies for the inconvenience caused.

  We have informed our team related to this concern and we are investigating this from our end you will receive a call our team to address this issue and get this resolved 

   

  Customer response

  18/04/2024

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

  From January until now, I have not received a call from anyone regarding this. There is no number on the website and my emails have gone unanswered. The only response I received was my credit card company letting me know that you were disputing my dispute of the $45 dollars. The time for placid comments has passed and I need action. Your manager on site NEVER responded back, falsified my return time, offered 0 assistance for my missed flight, and when I called, voice mail box is continuously full and neither have reps from corporate office have reached out to me. 

  BBB: this company has a pattern. Please investigate further.

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

  Business response

  30/04/2024

  Dear ******** *****,

  Apologies for the inconvenience caused,

  We did communicate the same to the concern team we will make sure you get a call today to get this resolved 

   

   

   

  Customer response

  02/05/2024

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

  Though I received a call from Routes, no resolution was found as they needed to escalate my case for the resolution I am requesting.

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

  Business response

  10/05/2024

  Dear ******** *****,

  We have tried calling you multiple times but there is no response from your end 

   

  Customer response

  14/05/2024

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

  I have been in communication with 2 of your reps that still couldn’t find a proper solution between blaming me for the lack of communication because they couldn’t follow a forwarded email. What kind of business do you guys run that no one knows what the other is doing? And the lack of accountability is atrocious.

  I signed the refund form 2 weeks ago and still haven’t seen anything on my bank side. Let’s move this along please. From January until now is ridiculous.

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

  Business response

  15/05/2024

  Dear ******** *****, 

  Apologies to hear that you are waiting for refund we will look into this and get back to you 

• Initial Complaint

  14/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Booking #: ********* ****** Airport March (1-3) extra day (March 4) Correct Charges: $50.49 (2 days) + 24.63 (extra day) Wrong Charges: $19.48 ***********  I’ve been a frequent customer at Routes Car Rental for 4 years. I often refer friends and family. I booked a car online for 2 days (March1-3), and called to extend one day; was charged at return (good). Then March 6th, I received late charge email. I called to inquire and manager (named Priya) denied it was an error claiming I returned car March 5th. I sent her the original invoice ($24.63 dated March 4th return, 15 mins early) and she seemed confused. She had also emailed a fake invoice on the call (********). Finally, she admitted I was right and said to contact customer service and she would back me up. I contacted customer service (David) and for a 1 week of “investigations", they kept changing reasons for the charge even using wrong amounts; first it was apparently an extra day charge, then it became a late charge. I wasn’t late. I was 15 min early! (*** ***********) After their persistent late claims, on March 12, I went in person to try rectifying and even agent (named Nahid) understood the story (he did both the original booking and the return). He called a manager (Karan) and after repeatedly refusing to do anything Karan told Nahid to call the police. Thankfully the police understood my side and even offered me a ride home. The police recommended I come back in the morning next day, but I decided to attempt to contact Routes executives instead for resolution. I haven’t heard back, so this is my next step before escalating further. It is not about the small amount of money, this is principle. A *** and an offer for an SUV upgrade on my next booking, and police call is not acceptable. I was never late (early in fact) and I paid for the 3 days. Good employees who tires to help are Mike, Sandy and even Nahid who is new, but David, Priya and Karan were very *************l. I'm appalled. Thank you.

  Business response

  18/04/2024

  Dear ***** ******, 

  Apologies' for the inconvenience caused you need to get in touch with the booking source as they will only be able to help you as this concern is related to the booking source park of an issue 

  Customer response

  18/04/2024

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

  It is Routes Car Rental who erroneously charged a late fee (the booking source doesn't even charge late fees - they have nothing to do with anything past the original 2 days paid to them). I have even attached the invoices. The "booking source" has nothing to do with you charging me a late fee—and again I was not even late at all!

  Have you even read my complaint and gone through the ******** documents proving what I have said?

  Allow me to simplify:
  You are the ones who charged me. You made a mistake somehow and charged me. You are the name on the credit card statement. You are the ones to reimburse me, because you took the money.

  Furthermore, you have not even addressed any other points I have made - the ***************** and ************ by your employees.

  I am very surprised by your response lacking accountability. How very disappointing. Please refund me the money you erroneously charged me. Thank you.

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

• Initial Complaint

  26/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Routes rental car has not returned my deposit, after my rental. Which is $350 and no one is available to pick up the phone. And I waited two weeks to even have a issue about it. Which I was told I would only have to wait 3-5 business days for my deposit to be refunded. I do have the document saying I owed nothing if that is needed.

  Business response

  29/02/2024

  Dear ******* ********,

  Apologies for the incontinence caused

  This is to let you know that we do not have the pre auth held at our end by now you should have received it can you please check and let us know on the same please 

• Initial Complaint

  23/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/21/23 I was involved in an accident with an individual that was driving a ****** rental car, my car was totalled in the collision. The driver of the rental was traveling the wrong way on a one way street. The police report clearly states that the driver of the rental car was at fault. I contacted the atlanta office as soon as the police report was available(12/27). They told me that the accident was being investigated and to call the corporate office , over the next week I called the corporate office and atlanta office to get an update on the claim only to be handed off from one employee to next. I continually asked for the name of their insurance provider and noone could seem to give me that information, it wasn't until 1/11/24 that I was given the name of their insurance company when I contacted the insurance provider I was informed that no claim had ever been started. It is currently 1/23/24, and their insurance provider is now refusing the claim. I am now without a vehicle and at $2000 of lost wages

  Business response

  21/02/2024

  Dear ****** *****,

  Apologies for the inconvenienced we would request you to please send an email our customer care team at ************@******.ca to help you better 

• Initial Complaint

  23/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation with Routes Car Rental Atlanta on 01/04-01/06. The total was $47.83 as I declined insurance. I provided my insurance to the employee and checked out. Before I could sign the inspection transaction summary via my phone, an employee signed FOR ME. That’s issue number 1. On 01/05, a miscellaneous charge of $23.68 was made on my card with no explanations of charges. I was not present at the time during the charge. On 01/06 when I returned the vehicle, an employee made a charge for my account without my card present, nor a signature of $90.00. When I asked what I was being charged for, the employee stated “I thought you were the lady I talked to on the phone who wanted to extend the vehicle”. I never spoke to anyone on the phone, never asked to extend the vehicle, nor authorized ANYTHING. He simply charged the card on file. Once I communicated the error, he printed off a receipt of refund for both ********** charges of $23.68 and $90.00. It is not 17 days later, 11 business days later, and my bank **** ******* ****** ***** stated a refund was never initiated. I have contacted Routes on numerous occasions, and they can not only not explain what the charges are, nor can they say when I will be refunded. The amount of negative ratings on BBB with the same issues, leads me to believe this company is stealing from it’s customers. Moving forward, if I am not fully refunded within 30 days, I will seek legal action, and a class action suit.

  Business response

  21/02/2024

  Dear ******* *****,

  Apologies for the incidence caused.  

  We are investigating this we will get back to you at the earliest please look forward for the email coming from ************@******.ca 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited routes car rental Atlanta and got a rental and added the insurance the total was $212. Two months later routes car rental contacted me saying I owe Them money, everything cleared when I checked Out the vehicle and also took pictures of the vehicle for my references. They sent me an invoice saying I returned The car early and the price was way higher than what I paid In store. I have pictures and proof for my records.I would Like for routes to solve this issue. It’s unacceptable that they would contact me two months after my rental is complete and try to charge me and *** about the charges. Absolutely unacceptable. Please refund me my money and stop contacting me saying I owe Anything when they were paid then and there.

  Business response

  05/01/2024

  Dear ********* *****, 

  Your correct you did pay $215.27 for the service you opted this is to let you know that your reservation was for $121.98 and due to technical issue the payment did not go through for the rental you used you can check your statement if you have paid for $121.98 when you made the booking on the 7th October 2023 at 16:21:03. 

  That the amount you got the call and email about hope this is clear to you know 

• Initial Complaint

  31/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 22 December I purchased a rental car from routes through the ******* platform totaling $277.70 for a period of 4 days. I was picking up the vehicle from Orlando Florida and driving to Daytona which is over an hour away. When I arrived to pick up the vehicle, the clerk told me that there was some rule about a 100 mile limit(which was not mentioned during purchasing). I told her that I would be going almost 100 miles one way and that this would not work for me. They would not compromise so I refused the vehicle due to unmentioned terms. When I called ******* I was assured that I would receive a refund, but then received an email the next day stating that Routes would not release the funds. I had to pay $68 for an **** to Daytona (both ways), and the cost of a legit rental car when I got to Daytona ($169.02). And now it appears that I’m stuck with this “**** *** ****** “ rental car fee. I **** **** * *** ******* **** ** *******.

  Business response

  05/01/2024

  Dear ****** *******,

  We apologies for the inconvenience caused.

  This is to inform you that we are investigating this case and we will take action on this accordingly mean while we would like to solve this issue for you as this booking is made through 3rd party website and they are the merchant of record we would request you to contact for a refund and we will also contact them to let them know on the same 

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** ****** ******* ****** ** ************ *** ***** *** ****** **********. On September 14th I went to pick up a pre-paid rental car from this agency purchased through the travel app ******. They transported me off premises to a sketchy part of town at 11:30PM at night. Upon arrival they refused to review my insurance documentation and forced me to pay $250 more in order to get the rental car as well as witholding a $500 deposit which has yet to be returned. While there they were using the same ********** *** ********* business practices with other renters. Without any options given the time of night AND the uncomfortable neighborhood they forced me to sign documents against my will in order to leave and get to safety. This company should be investigated.

  Business response

  11/10/2023

  Dear ******** ****, 

  We apologies for the inconvenience caused.

  We are investigating on this we will have someone reach out to you accordingly we are taking required action on this front 

   

  Customer response

  26/10/2023

  Complaint: ********
  
  I am rejecting this response because it is not a resolution, and is simply a notice of an investigation.  I had no other choice, but to reject and await for the findings of the investigation. 
  
  Sincerely,
  
  ******** ****

  Business response

  27/10/2023

  Dear ******** ****,

  We did check on this and this is to let you know as per the investigation. The first point is that the location is not in a sketchy area, The street  has most of the off airport car rentals and a lot of shopping plaza and it is a main street in Orlando. Its informed when you showed up you did not have any proof of insurance and there was no force to pick up the car. If in case you did not like you always have an option to opt out of renting and the location would have dropped you back at the airport and you did signed the contract and everything is included in it *** ****** **** *** ******** ****** ****** *********  

  Customer response

  31/10/2023

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

   - I attempted to show my **** insurance card as proof of insurance (********)

  - I attempted to show the **** insurance quote related to the above insurance card (********)

  - The person at the desk refused to even look at the documentation that I brought, claiming that the only "proof" that she would consider looking at was my "declarations page" which is not something that I have ever had to produce as proof of insurance for a rental car, nor was it specified as required documentation when the booking was made. 

  - I attempted to retrieve this documentation including calling my insurance company, but it was 11:30PM and I had no options. 

  - When I asked to cancel the reservation in an attempt to find an Uber and get things resolved the following business day, the representative said that I would still be charge the pre-paid rates for the rental car since I would be failing to rent the car. 

  -These are aggressive sales tactics and I was coerced into signing the contract or be abandoned and out my original paid fees. 

  - I called for support from the third party app where the rental was booked, and am in the process of getting the recording to prove that I was under duress. 

  - The clerk said, "why do you care, isn't this a business trip, they can write it off" - which to me is an indication of questionable ethics and business practices.  

  - I witnessed other clients undergoing the same treatment which is a strong indication that this is standard practice at this establishment

  - The costs of insurance I clearly inflated, and I would assume that this is a profit center for the establishment, and they are running a bait and switch operation

  - To an outsider, the location of the establishment does not feel safe, especially in the middle of the night. 

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

  Business response

  03/11/2023

  Dear ******** ****,

  We understand your concern and we are looking into it and will be taking strict action but as a gesture we can provide a $85 refund from our end.

  Our customer care team will send a consent from please fill the same and send it so that the refund process can begin

   

  Customer response

  15/11/2023

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

  - I had no option but to sign the contract so that I could get to my destination safely.  I had already paid the original amount, and the desk clerk told me that there would be no refunds, and my only option was to take a taxi or go back to the airport and figure it out.  At that point it was almost midnight, I didn't know where I was, I still had more to travel, I had an important meeting at 6 AM. 

  - Even factoring in the $85 gesture results in my paying 425% more than I expected to pay, and it relinquishes my right to make sure that this issue is addressed properly and protects future consumers. I believe signing this document and accepting the payment would compromise ongoing investigations. 

  - If someone from Routes is willing to contact me directly so I can understand what actions are being taken to prevent this from happening again, I might consider this concession and drop the case. 

  Sincerely,

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

  Business response

  21/11/2023

  Dear ******** ****,

  This is to inform you that our team tried reaching out to you but unfortunate was unable get through you as it reached Voice Mail so we will try calling you once again.

   

   

  Customer response

  01/12/2023

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

  It was informative, and not a resolution to the matter.  I will wait for the phone call.  If you would like to schedule a time, please send me some options and I will make sure to be available. 

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

  Business response

  07/12/2023

  Dear ********, 

  We have informed our concerned team and they will be reaching out to you as mentioned by you so please me available so that we can have this sorted.

  Customer response

  07/12/2023

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

  I will wait to be contacted as mentioned in the response. 

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

  Business response

  13/12/2023

  Dear ******** ****, 

  I think you had already spoken to the concerned and this is sorted 

  Customer response

  19/12/2023

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

  I had a very good call with a manager at the location.  We discussed the situation at length, and verbally agreed on a resolution of $150 refund, and a promise to train their team to avoid this situation in the future. I'm waiting on a follow up and refund before I close this case. 

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

  Business response

  21/12/2023

  Dear ******** ****,

  The needful is already done 

  Customer response

  21/12/2023

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

  I do not understand what "the needful has already been done" means. Is this a typo?

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

  Business response

  26/12/2023

  Dear ******** ****,

  The team has already refunded the amount from our end 

   

  Customer response

  02/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The refund has not processed yet. I will keep an eye out.

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

  Business response

  09/01/2024

  Dear ******** ****, 

  The refund is proceed from our side please check at your end  

  Please find the receipt ******** for your reference 

  Customer response

  10/01/2024

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

  Thanks for the confirmation - it still has not processed on my account and my credit card company said they have no way to investigate until it hits their account.   They did say it can take up to 2 weeks to process.  When was the refund issued?
  
  Sincerely,
  
  ******** ****

  Business response

  12/01/2024

  Dear ******** ****, 

  The amount should be already reflecting on your account can you please check your statement and let me know please on the same  

  awaiting for your response 

  Customer response

  22/01/2024

  
  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.

  The refund posted January 9th, and I think this was a fair settlement given the situation.  The manager at Routes called me, and went above and beyond to listen to my concerns and reach a fair compromise.  
  
  Sincerely,
  
  ******** ****

*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. ↩