ComplaintsforRoutes Car & Truck Rentals Alberta Ltd

• Initial Complaint

  13/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to submit a complaint against the rental car company EconomyBookings.com and Route Car Rental in ********I booked a car rental through EconomyBookings.com online for 18 days from May 21st to June 7th, and paid a total of $1,204.74, which included full insurance coverage. When I spoke to their helpline to confirm the required documents, they told me I only needed to bring my driver's license and a credit card in my name. I planned my travel accordingly. However, when I arrived at the Route ***************** at the ***************, they refused to give me the car, stating I needed personal insurance. I explained that the I called EconomyBookings.com and over the phone they confirmed the required documents,but the Route Car Rental staff refused to rent me the car. I was with my three young children, including an infant, and after much argument, they still refused to provide the car.I then contacted EconomyBookings.com and explained the situation, requesting a full refund. They only refunded $268 and stated they would consider this as a "no-show." I find this unacceptable, as I did show up at the rental counter, and they are the ones who refused to rent me a car.The same day, I was able to rent a car from **** with the same documents that Route Car Rental had refused. As a new immigrant and mother of three children, this amount of money is significant for me, especially since I am currently unemployed. This situation has caused me a great deal of stress and emotional distress.I firmly believe that no company should be able to withhold payment without providing the service. I am requesting that you help me getting a refund of the remaining $936. I have already suffered enough inconvenience and financial loss due to this issue.

  Business response

  24/06/2024

  Dear *******************,

   

  Apologies for the inconvenience caused.

   

  We understand your frustration on this and relate to you issue. 

  But as your aware that the policy is clear and you need to have required information / Documents to get the rental however we are sorry to hear that the 3rd party was not able to provide you with the correct information. But we checked and as you are aware this reservation is a Prepaid reservation and Routes is not the merchant of records and you have paid the 3rd party for the reservation so we would request you to contact the 3rd party and they will be able to help you with the refund related information and unfortunately there is no control of ours on this reservation 

   

  Please do the needful and contact the 3rd Party this case stand close from our end 

  Customer response

  24/06/2024

  Dear Routes Team,

  I have already submitted a complaint to EconomyBookings.com regarding this matter. I urge you to take immediate action to rectify this situation. Please send a confirmation email to EconomyBookings.com stating that your company refused to provide the rental car, despite my having fulfilled the required documentation as per your own instructions ( over call).
  This will ensure that EconomyBookings.com can process a full refund of the rental charges, as I should not be held responsible for a service that was not rendered.

  Your prompt attention to this matter will be greatly appreciated, as the $936 I paid is a significant amount, especially given my current financial situation.
  I hope we can resolve this issue amicably. Your cooperation in this matter will go a long way in restoring my faith in your company's commitment to customer service.

  Thank you 

  Regards

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

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On Mar.17,2024,I went to Routes at the *************** to pick up a vehicle which had been fully prepaid to rentalcars.com.The paid period was for 13 days but the attendant claimed that only 8 days had been paid.Also,at that given date,there was no mention in writing about out of provinceextra charges.So,after 2 hours of arguing,I finally got out of the place with a vehicle but was charged close to $400 extra for the 5 days (already paid for) and the out of province fees.I have rented cars in ******,*********,***** and have never had such an experience as this one and in my own country.A real shame and ripoff outfit.Thank you.

  Business response

  03/06/2024

  The customer rented the vehicle as per reeservation fro 8 days but he drove for extar days so we charged for extra days. Regarding out of province of the policy is displayed at website ( See attachment ). There is big sign visible at our loction. Our staff always explain to our customers regarding the rental policies.

   

  Customer response

  04/06/2024

   
  Complaint: 21792163
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer response

  05/06/2024

  I had paid for 13 days to rentalcars for this reservation.Routes alleges that only 8 days were paid for.

   

  Business response

  12/06/2024

  Dear *******************,

   

  We apologies for the inconvenience caused.

  We did investigate this and identified that the reservation you made through 3rd party and the rental period that we received is for 8 days and not 13days attached is the proof for your reference you can contact the 3rd party for the same clarification if required.

  The extra amount for charged for the extension for which you mentioned you make for 13days based on our record. If you want you can contact the 3rd party as mentioned and also if you have the confirmation email which states 13days please have that sent to us as well.

  coming to the Province crossing charges because we allow the rental with in the province and if you want to cross there is a BCF and you need to confirm with the front desk and them take it further but never it was informed and the same has been mentioned in the T&C when you signed it at the front desk.

  We also checked that you mentioned that you will be sharing the proof the confirmation at the front desk but it was not provided 

   

   

   

   

  Customer response

  12/06/2024

   
  Complaint: 21792163
  
  I am rejecting this response because:

  The voucher from rentalcars.com was shown to you at the day of vehicle pickup (17 March 2024).

  The third party (rentalcars) tried to contact you numerous times during the rental period to no avail.

  Your employees even contacted me during the rental period stating that the vehicle should be brought 

  back.My response was that the rental was paid in full for the 13 day period to rentalcars.com.

  This is an internal matter and should have been resolved by Routes and rentalcars.

  I paid in full for the 13 days and have been charged extra.This practice has spoiled my vacation and should cease.

  Thank you.

   

   

   

   

   

   

   

   

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

• Initial Complaint

  27/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  To Whom It May ********* am writing to file a complaint regarding an issue I encountered with a car rental company through Expedia.On April 28, 2024, we rented a car via Expedia for a trip to *******************. Upon picking up the vehicle, the rental company staff asked if we would be traveling out of the province. We informed them that we would be staying near ********************** on April 30 and returning to ***** on May 1. The staff did not mention any additional charges or restrictions related to out-of-province travel.However, upon our return from **********************, the rental company deducted $219.82 from our deposit, citing out-of-province travel as the reason. When we returned the car, we questioned the staff about this charge. They stated it was because we had traveled out of the province. We reminded them that we had informed them about our travel plans, and they had not mentioned any charges at that time. The staff did not respond to this and directed us to customer service.Customer service has been unhelpful and merely reiterated that the charge was due to out-of-province travel. We requested a signed document indicating that we were made aware of this policy, but they were unable to provide it. This issue has significantly impacted our trip.We have tried to resolve this issue with the company numerous times. They often promised to get back to us within 24 hours but failed to follow up. We believe this company is engaging in deceptive practices.Our booking details are as follows:Confirmation Number: #EAPP349165 Expedia Itinerary Number: ************** We seek your assistance in resolving this matter and obtaining a refund for the unfair charges.Thank you for your attention to this issue.Sincerely

  Business response

  27/05/2024

  Hello,

  The rental policy is well displayed on website  Expedia.ca from where the customer reserved the vehicle See attachment and the particular line is highlighted.

  Secondly there is a big sign displayed in the office and our staff is trained to let the customer know about all the policies and rules applicable including the out of province policy. 

  We always respect our customers and provide each and every infomation related to the rental policies.

  Should the customer has any question please contact us.

  Thank you,

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

   

  Customer response

  28/05/2024

   
  Complaint: 21759099
  
  I am rejecting this response because:

  Thank you for your response and for providing the highlighted policy information from the website.
  
  First, please confirm whether we meet the criteria for "local renters" as specified in the highlighted policy.
  
  Additionally, it is noted in your staff's records that we were indeed unaware of this policy. I do not understand why you insist that we were informed of these policies.
  
  When we rented the car through Expedia on April 28, 2024, there was no clear mention or explanation of an out-of-province travel fee at the time of booking. Furthermore, when we informed your staff about our travel plans to **********************, they did not mention any additional charges related to out-of-province travel.
  
  Despite your assertion that the policy is displayed in your office and communicated by your staff, we were not made aware of this crucial information either verbally or through any visible signage during our interaction.
  
  We requested a signed document where we acknowledged and agreed to this policy, but such documentation has not been provided. This lack of transparency and communication has led to an unexpected charge of $219.82, which has caused significant inconvenience and impacted our travel experience.
  
  We are seeking a refund of this charge, as we believe it was unfairly applied without proper notification or agreement. We have attempted to resolve this issue through your customer service, but have not received a satisfactory resolution.
  
  We respectfully request that you review our case again and consider refunding the out-of-province fee. If further discussion is needed, please have a manager contact us directly to resolve this matter amicably.
  
  Thank you for your understanding and cooperation.
  

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

  Business response

  30/05/2024

  I explained earlier our staff rented the vehicles as per policy displayed everywhere and I attached the policies for the reference. And we charged the customer as per policy and there shouldn't be any question on that.

  Regards,

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

  Customer response

  04/06/2024

   
  Complaint: 21759099
  I am rejecting this response because:

  Thank you for your response.
  
  I appreciate the reference to the policy documents. However, I must clarify the following points:
  
  Lack of Clear Communication: At the time of booking through Expedia on April 28, 2024, there was no mention of an out-of-province travel fee. Additionally, when we informed your staff of our travel plans to **********************, they did not mention any additional charges related to out-of-province travel.
  
  Staff Records: It is noted in your staff's records that we were unaware of this policy. This contradicts your assertion that the policy was communicated clearly. Why do you continue to insist that we were informed and not acknowledge this error?
  
  Consumer Protection: Under Alberta's Consumer Protection Act, businesses are required to provide clear and accurate information about fees and charges. We were not provided with a signed document acknowledging this policy, and this lack of transparency has resulted in an unexpected charge of $219.82.
  
  Passing Responsibility: It is unfair to pass the mistakes made by third parties or shortcomings in staff training onto consumers. We were not properly informed, and this charge has caused significant inconvenience and impacted our travel experience.
  
  If necessary, you can review the surveillance footage from that day. It will clearly show us using ****** Maps to indicate our travel plans to your staff, who did not respond or inform us of any policies as you claim.
  
  We have provided evidence that we were not aware of the policy. Please provide evidence supporting your claim that we were fully informed of your policy, rather than relying solely on verbal statements.
  
  Given these points, we believe the charge was unfairly applied without proper notification or agreement.

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

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Reserved rental through Expedia for pickup on May3rd. Upon arrival for pickup, it turned out the advertised unlimited mileage will not apply because I had Alberta's drivers license. When I asked for refund, I was given a document (attached) to present to Expedia to process refund Expedia later told me the company will not refund it I later reviewed the policy in detail, it talks about unlimited mileage does not apply if you are unable to provide a return airline ticket. Even though the agent agreed to cancel the reservation, he did not request to see my airline ticket before determining that the unlimited will not apply.

  Business response

  06/05/2024

  Below are the rental poicies displayed on Expedia. The policies are very much clear regarding local renter and cancellation of the reservation.

  But we are always with the customer and will help to get his money refunded from Expedia.

  Local rental restrictions

  Local renters do not qualify for unlimited mileage. Mileage is restricted to 200 km per day, 1400 km per week, up to a maximum of ***** km per rental. For local renters, the minimum hold of $2,000.00 CAD is required on his or her credit card. Any excess miles will be charged at $0.25 CAD per km. Local renters may only rent economy, compact, intermediate, standard, full-sized cars. Renter must present proof of their own transferable auto insurance policy from a north American insurance provider, which should include the name and address of the insurer and the policy number. Attention local renters please be sure to read the below statement - Please note that these are airport serving facilities, however, we do rent to local renters with some restrictions. Renters from ******** and ****** are not allowed to rent if they have an old drivers license. However, if they have a new type of drivers license, they can rent as long as they present a valid transferable insurance and airline return ticket.
  

  Cancellation and no-show policy

  Free cancellation up to 48 hours before pick-up. Cancellations made after that till pick-up or no-shows are subject to a fee of CA $68 or total reservation amount, whichever is lesser which will be charged by Routes on the card details shared by you.
  Get 100% refund on insurance if it is cancelled before pick-up time. This will be cancelled automatically with your car cancellation.
  

  Should you have nay question please contact us.

  Thank you,

  Sidhu
  
  

  
  

  Customer response

  07/05/2024

   
  Complaint: 21666700
  
  I am rejecting this response because:
  The issue at hand is not the policy. The issue is that his agent waived the policy when he gave me the option to cancel and gave  the documentation to process a refund from Expedia. Someone at Routes later changing their mind to approve a refund request from Expedia is wrong. I made the irreverible decision to cancel based on the option his agent onsite gave me at the time of pickup.

  Refund has been issued after filing a complaint
  Sincerely,
  
  ***********************

• Initial Complaint

  28/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: March 17th, 2024 Amount of Money paid: CAD ***** Business committed to provide a car rental as per the terms and conditions of the booking, which was made on the website booking.com.Nature of dispute is that the company failed to honour the terms and conditions as they were stated at the time of booking. I was on time for my pickup and had all the required paperwork as per the terms and conditions. They demanded an additional document, a personal vehicle insurance pink slip, which I was unable to provide. This condition was absolutely not stated on the terms and conditions, yet they refused the car rental and they refused to issue a refund.Booking.com booking #: *********

  Business response

  28/03/2024

  Hello,

  The rervation was made from booking.com. We need protection for the rental car. Somehow the customer din't rent it . We respect our customers. 

  The money was charged by the booking.com not by us. We will provide all the required documentation to get refund from booking.com. The customer is advised to approach booking.com. 

  Please advise the customer to contact us on *************************************** we will try our best to get the refund.

  Customer response

  01/04/2024

  I am writing to inform you that I have replied to the business using the email address they provided in their latest message. I will wait to see if they will actually resolve the issue and I will update my file as soon as there is any new information.

  Thank you very much,

  Tudor

  Customer response

  04/04/2024

   
  Complaint: 21499284
  
  I am rejecting this response because: The business has claimed that I did not have insurance hired, however this is plainly false. I have emailed the business at the address provided, with proof of the insurance which is also attached here, and they have failed to make any response.
  
  Sincerely,
  
  Tudor Bucataru

  Business response

  08/04/2024

  We are always here to help our customers any time. If the customer needs any help we will be more than happy.

  Customer response

  09/04/2024

   
  Complaint: 21499284
  
  I am rejecting this response because: You say you are happy to help, but you have not contacted me or replied to my email when I contacted you. Just saying you want to help is only good if you actually do it. You can reach me at ************************ or at ************. I am available any day after 12pm for a phone call.
  
  Sincerely,
  
  Tudor Bucataru

  Business response

  16/04/2024

  Our office is trying to reach the customer evryday but no response.

• Initial Complaint

  25/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company was advertised on ******* for $217 unlimited mileage car rental when we got there they made us provide a pink slip for our own car insurance for an unknown reason, they then charged us **** security deposit which after our experience I dont feel hopeful in getting back. The lady told us specifically because I ask to double check that we do have unlimited mileage and she said yes so long as you dont leave the province of ****** which we didnt. We then dropped of the car today and were charged $109 for our mileage because its not inclusive of driver with an Alberta license even though it said all over our booking that we had unlimited and I even asked. We now just received an invoice of $275 with extra hidden fees. The general consensus on review platforms is consistent that this place is a scam as they charge people with smoking fees who dont even smoke, late return fees that are back on time etc. I dont know what the invoice is about because we were charged at the time for the mileage and paid the amount of 109$ but on the invoice it says something different. This place rips people off.

  Business response

  09/10/2023

  Hello Team,

  I tried to find the customer by name and I am unable to find the customer information.

  we allways notify the customer via email about any charges, it can be tarfic tickets. I need Rental agreement number and I will let you know about the charges.

  But we have displayed all the rental policies online on our website. 

  Here is the policy displayed on line regarding deposit $1500.00, Insurance slip and milleage.

  Please note this is an airport serving facility but we do rent to local renters with some restrictions (local renters from ******** and ****** are not allowed to rent if they have old driving license, but if they have new type of driving license they can rent as long as they present a valid return ticket). All renters who can not provide proof of round-trip airline ticket, that includes the rental period are considered local renters. Local renters do not qualify for unlimited mileage. Mileage is restricted to 200 kms per day,1400 kms per week up to a maximum of ***** kms per rental.Additional kms are charged at $0.20 Per km. No free kms for cargo van, $0.20 Per km will be charged. For local renters the minimum hold of $1500.00 Is required on his or her credit card. All local renters are subject to the terms and conditions on the rental agreement.Local residents must provide proof of transferable insurance coverage in order to qualify for the rental. Please note vehicles are not allowed to leave the province of renting location without written permission and out of province fees will applies.For Alberta locations: Renters from Alberta, ********, and ****** are local renters and they do not qualify for unlimited mileage.

• Initial Complaint

  30/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was to rent a car for one day (24 hours). My flight was delayed and I called the office requesting whether I could drop off the car later. She informed me no, but would allow me to drop off at 13:00 (one hour later). I was upset but agreed. I dropped off the car well before 13:00 but was told by the rep and manager that they decided to charge me an extra day because I was rude, and I should have brought the car back earlier. I told them I only brought it later based off of their conversation with me. Even though I recorded the interaction and call, they refused to refund me. They acknowledged that they could have called me, but decided not to, so that Id arrive late/be charged. ********* ********** **********

  Business response

  03/04/2023

  The customer name is *******************. The customer made reservation online from ******* **** ***** *** **** at 12.00pm  till ***** ***** **** at 12.00pm. The customer said the flight was delayed but she picked up the rental vehicle on ***** ***** **** at 11.25 which is earlier than teh reserved time.Our staff is courteous they served the customer well before the pick up time and explained everything about drop off time, becauseshe picked up earlier at 11.25am and she was supposed to drop off at 11.25 am next day. Our staff explained her you will get one hour. But she droped off the vehicle  at 12.58 next day. It is car rental industial policy that rental works on 24 hour basis. As she confessed in her complait That she was rude, We have notes in our system as such. So we did not charged her because of rude but because of late drop off by one hour and 33 minutes. We have all the proofs with us. I have attached her reservation made online, Open renatl agreement and closed rental agreement. Should you need any other documents please let me know.Tell us why here...

*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. ↩