Business Profile

Auto Rentals and Leasing

Routes Car Rental

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Routes Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

422 total complaints in the last 3 years.
173 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/04/2025
Type:Billing 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.
2/28/25 i picked up rental , 3/4/25 i returned rental. 4/9/25 i received a random charge of 159.97 for 12 days . This is a fraudulent charge as i was not in the state for 12 days . - we were given a vehicle we didn’t pay for and charged more. Before booking no one informed us of the $500 hold. upon arrival I was charged 375 + 125 + 129 while also previously paying $130 online. total of which exceeded the total of the hold I was given. - it took over 30 days for company to release the funds including the ones made in error - a month later I am hit with a random charge of 159.97 for 12 days of insurance when I only had the vehicle for 4 days and the 129 was payment for the insurance on those dates which we were told was optional but later told mandatory at pickup. While trying to explain the mischarges to the customer service agent at time of pickup i was yelled at and the coworker next to her made a ***** comment about me and my friends as we were just trying to get our situation rectified. this has been the most hurtful and ************** company i have ever encountered.
Business Response
Date: 16/04/2025
Dear ******* *****,
We are sorry to hear about the inconvenience you have experienced, and we appreciate you bringing this matter to our attention. We are currently investigating the situation and will get back to you with a resolution once we have identified the details.
If you have any further concerns or questions in the meantime, please feel free to reach out to us via email at [email protected], and we will be happy to assist you.
Customer Answer
Date: 16/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please have the business contact me directly with plans for rectifying the situation.

Sincerely,

******* *****
Initial Complaint
Date:01/04/2025
Type:Order 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.
To whom it may concern, I rented with your company via ********* which advertised UNLIMITED mileage, however and upon rental I learned, that by taking the car out over state (Colorado) I am subject to a surcharge of $ 19.99 per day for the time the car is out of state. I questioned how the company will know of the time the car is outside Colorado, and I was told not to worry, the car has GPS and a tracking device installed, and the company will know where the car is, and will account the days. Upon renting, I told the agent I will take the car outside Colorado from March 12 to March 19, for a total of 8 days (actually returned to Colorado on March 18, I have pictures of milage, stamped with location and date stamp!). Upon returning the car I tried to talk to an agent, but I was told I will receive my final bill by email shortly. The final bill charges me for 10 days!! I request a refund in the amount of $ 45.00 As the bill arrived electronically after I left the rental car location, I had no recourse directly with an agent. Later I realized the agent's statement about GPS and tracking device installed in the car was untrue and a ***, they flatly **** to get me going! I contacted the head office in Ontario, Canada with no result, they told me to go to the Denver location. The Denver location is not responding ******** pictures are from March 12 leaving Colorado, and March 18 entering Colorado
Business Response
Date: 16/04/2025
Dear ****** ************,
Thank you for reaching out and for providing detailed feedback regarding your recent rental experience with us through *********.
We sincerely apologize for any confusion or inconvenience caused during your rental. While the ********* listing may reflect unlimited mileage, our terms and conditions — which are presented during the booking and rental process — specify that certain restrictions, such as surcharges for out-of-state travel, apply depending on the rental location. In this case, our Colorado location does impose a $19.99/day surcharge for vehicles taken out of state.
We understand you informed our team at the time of pickup about your travel plans, and we appreciate you providing supporting documentation regarding your out-of-state travel dates. Our system calculates charges based on the rental agreement and vehicle return details; however, we acknowledge your concern regarding the discrepancy in dates.
As a gesture of goodwill and to resolve this matter amicably, we will review the information and images you provided to validate your claim. If the travel dates outside of Colorado indeed totaled 8 days, we will be happy to issue a refund for the excess charge of $45.00.
We appreciate your patience as we complete this review. If you have any further questions or documentation, please feel free to send it to our Customer Care team at ************@******.ca for expedited handling.
Customer Answer
Date: 16/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and will accept a $45.00 refund, either by credit to the credit card on file or through a check

Sincerely,

****** ************
Initial Complaint
Date:06/03/2025
Type:Billing Issues
Status:
UnresolvedMore 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.
Subject: Complaint Against Routes Car Rental (**** ***** *** ******** ** ****** ****** ******) – Forced Insurance Charge & Deceptive Refund Promise Dear BBB Complaint Team, I am filing a complaint against Routes Car Rental Orlando for coerced charges and deceptive business practices. Issue: On Sun, Feb 23, 2025, I rented a car from Routes in Orlando. I had valid rental insurance through *****, but due to a website issue, I couldn’t load the proof at that moment. The ***** (*** Insurance) website was down for maintenance. *** ******** ********* *********** ** **** **** Insurer website was under maintenance for upto 230 AM.png" and "********** ** **** ***t online insurance application was temporarily unavailable.png". Instead of allowing me time to retrieve proof, Routes forced me to purchase their insurance before releasing the car, even though I declined it. Additionally, an employee, Sam H, on the day of return of the car on March 1, 2025, verbally promised me a refund if I left a 5-star review. After I posted the review, they refused to refund me and sent an email confirming their refusal. *** **** ** ****** * ********* ******** ********: Forced Payment Without Consent: Their policy allows them to refuse service if proof of insurance isn’t shown, but they instead forced an unwanted charge on me. False Refund Promise: They tricked me into leaving a fake review, misleading other consumers. *** ***** ******** ********** **** ***** ************ Requested Resolution: I request a full refund of 359.88 CAD for the forced insurance charge *** *** ****** ** ** ************ *** ******** ******** *** ************ ******** I have ******** rental receipt, Insurance proof and policy, Proof that website was down, Routes' own policy I appreciate the BBB’s help in resolving this matter. Let me know if you need any additional details Sincerely, ******* ****** **********************************
Business Response
Date: 12/03/2025
Dear ******* ******,
Apologies for the inconvenience caused.
This is to let you know that you would need to send an email to our team at [email protected] to get this closed for you at the earliest convivence

Customer Answer
Date: 12/03/2025

Complaint: ********

I am rejecting this response because:
Thank you for following up. Prior to filing this complaint, I had already contacted Routes customer service, and they denied my refund request (* ******** ***** ***** ******** ** * *** ** *** ******* ********* * **** ** ***). Since the same department already refused to help, their request to email them again seems like an attempt to delay resolution. I kindly ask that Routes Car Rental provide a direct resolution through BBB rather than redirecting me to an already unhelpful process. Please let me know the next steps.

Sincerely,

******* ******
Initial Complaint
Date:23/02/2025
Type:Order Issues
Status:
UnresolvedMore 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 prepaid a car rental booking for 10 days with Routes.ca Montreal Airport branch. Reservation number is ********** Dates of booking are 11-Feb-2025 5:00 PM to 21-Feb-2025 5:00 PM I have prepaid 346.95 CAD. I was denied by the company employee because I had G2 driving license. Their policy shown in their website is not clearly stating they don't accept G2 driving licenses. It states that they don't accept learner's license. As far as I know, G1 is a learner license. G2 is not. All other car rental companies do accept G2 license. I tried to show the employee at the counter my Qatari foreign driving license along with my Qatari residence permit which proves that I am a resident of Qatar and have a valid driving license, she refused to see it. I made several attempts with emails and calls to their customer service and all what I hear if that this was a prepaid booking and no refund will be done. In conclusion, I have paid 346.95 CAD for 10 days of car rental and I did not receive any service. Even if their policy states that they don't accept G2 license, it was not clear enough ( I am attaching screen shots from their website) and this does not give them the right to take the full amount without providing any service. I even tried to show them a valid foreign license with a valid foreign residence permit (*** **** ********) The worse case scenario should be charging me an admin fee and not taking the full amount. Imagine if I prepaid a full month of rental for example. Would they also take more than 2000 CAD for nothing?
Business Response
Date: 12/03/2025
Dear **** ******,
Apologies for the inconvenience caused.
We will have this looked into and get this resolved we will have someone call you on the same

Customer Answer
Date: 12/03/2025

Complaint: ********

I am rejecting this response because I keep receiving the same email from them stating that prepaid booking is not refundable as per their policy.
Again, their policy is not clear about not accepting G2 license as it states learner’s license. In addition to that, I am currently resident of another country for which I tried to present my driving license and resident permit but the lady at the counter refused to see it. I need a refund.
Sincerely,
**** ******
Initial Complaint
Date:16/01/2025
Type:Sales and Advertising 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 live in Chicago and booked a car rental through Routes (****** Airport) while my car was at the auto mechanic. I completed the necessary online information but skipped the box for the flight number since I'm a local resident. When I arrived to pick up the car the agent said since I didn't have a flight number and live in Illinois that I'm not allowed to rent and would NOT provide a refund. They are allowing customers to book online without a flight number and then charging the customer and not refunding the money. I put my address in also. They should have flagged it so I could not continue. If this is the policy it should not allow you to continue to book if there is no flight number or you have a local address. I can't imagine how much money this company has made doing business like this. **** ** * **** *** ***** ** ** ********** When I went back to the website to look for their policy it was not easy to find. This is what is listed- "All customers must have a valid return airline itinerary in order to rent. Routes locations at Chicago (****, Denver (***), and Atlanta (***) and Orlando (***) do not rent to local renters under any circumstance. All renters who cannot present proof of a round-trip airline ticket that includes the rental period are considered local renters."
Business Response
Date: 24/01/2025
Dear **** *******,
Thank you for reaching out to us regarding your concern. We would like to clarify that our rental policy is clearly outlined and specifies that we do not rent to local residents. Our services are available exclusively to customers who are traveling and can provide a round-trip flight ticket as proof.
When booking through a third-party platform, it is the customer’s responsibility to review the policy details to ensure compliance. Based on our policy, all the required steps were followed in your case.
Initial Complaint
Date:16/01/2025
Type:Sales and Advertising 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.
When I rented the car I was forced to pay for their insurance even though I provided documentation of my coverages. **** ** * ***** **** ******* ** * ****. I* ** **** *** ****** *** I will be seeking legal council. Every single customer comes out of this with a complaint and unauthorized charges and priceline should NOT allow companies to conduct such business practices that invole scams like these. I want my money back because I infact supplied the correct insurance papers and nowhere in the agreement that I sighned states, that even though you have your own insurance, we will still force you to pay for ours which is astronomically high. **** ******* ****** ** ******* *** **** ********** ******** ********** I would uplaod documentation for this charge but funny enough I wasnt guven ANY paperwork via email nor at the counter.
Business Response
Date: 24/01/2025
Dear ***** *******,
We would need to Verify and investigate the information your provided our team will reach out to you in order to get this resolved please look forward for our team to reach out
Initial Complaint
Date:31/12/2024
Type:Customer Service 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.
12/9/24I walked into facility and signed a car rental agreement. The agreement included insurance, which I informed the rep that I already have personal car insurance that I would like to use instead. Rep located a paper form that was whited out with another customer’s name and filled out my name and had me sign for my refund. I do not remember the refund amount but know that it was over $100. I did not receive a copy of the paper refund form. I proceeded with my rental and returned the car on 12/12. Upon checking out, I asked for a final receipt and was informed that the account has not been closed and that I will be emailed a receipt. 12/19I called routes at ************ to inquire about my final receipt. I was informed to get it from *******, which I already have. This receipt is what I paid to *******, not what routes charged me. I also inquired about my refund and was informed that it was in process. 12/30I called routes again and was informed that they are still awaiting a response from the refund team.
Business Response
Date: 09/01/2025
Dear **** *******,
Apologies for the inconvenience caused we will look into this and have it resolved please send us an email on ************@******.ca and we will look into it at the earliest
Customer Answer
Date: 09/01/2025

Complaint: ********

I am rejecting this response because:
I already sent an email to customer care prior to this response. An acceptable response would be to process my return that I was promised on 12/9.
Sincerely,

**** *******
Business Response
Date: 13/01/2025
Dear **** *******,
Apologies for the inconvenience caused.
This is to let you know that customer care is the correct team to get this resolved please have the same responded to them and we have asked someone to contact you as well to look into this
Customer Answer
Date: 15/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******
Initial Complaint
Date:11/12/2024
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.
I rented a vehicle on October 8th through October 13th from Routes. On November20th I get a email stating I owe $35.00 for a speeding ticket, along with an admin fee of $50.00. I never received or knew of any such ticket until Routes sent me the bill!! The payment was taken out on my credit card which I did not authorize! December 4th, I get another message about unpaid tolls, along with another admin charge of $50.00 total charge of $58.35 that was taken out of my account again without my permission. I sent Routes the cancelled check # **** that paid my $4.70 tolls that I incured. **** ******** ** *****! They get all the information from the tollway, and do not send anything to the renter until they decide to take money for the so called infractions! This is a very shady way to do business, I still to this day have not received anything from the Illinois Tollway for any infractions!!
Business Response
Date: 17/12/2024
Dear Mr ***** ******,
Apologies for the inconvenience caused.
We would like you to get in tough with the billing team so that we can look into it further can you please send an email at [email protected] in order to get this resolved. Speeding Tickets is a violation so please reach out accordingly

Customer Answer
Date: 24/12/2024
These people have given me this same stupid message for three months now, they never follow through! This is their way of getting out of answering a direct question! They are full of it!!
Business Response
Date: 17/01/2025
Dear Mr. ***** ******,

We understand your concern and would like to provide some clarification. Our policy clearly states that if any violation occurs and is not reported or notified, an administrative fee will be applied.
For more detailed information or further assistance regarding this matter, we kindly request you to contact our Customer Care team at ************@******.ca. Based on the information outlined in our policy, the necessary actions have been taken appropriately in this case.
Thank you for your understanding.
Initial Complaint
Date:22/11/2024
Type:Billing Issues
Status:
UnresolvedMore 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 rented a vehicle from this establishment. When I arrived they told me that the vehicle that I rented was not available and I was being given another one. The manager told me there was no charge for the change. The manager asked where I was going so I told him I was going to go over to Milwaukee to see my son. He had gotten ill and went tot the hospital and needed a ride to pick his vehicle up. The manager said normally there is a charge to leave the state but due to the circumstances the fee will be waived no problem. While I was picking my son up I recieved notification I was charged for leaving the state and for the different vehicle. When I returned the car I again notified the location about the charges and again IO was told that they would handle the charges and I would reflect in the next couple days. I contacted the company several times and they choose not to help or contact me back. I called the location and they assured me that I was not to be charged. Now they will not return my calls.
Business Response
Date: 05/12/2024
Dear ******* *******,
Apologies for the inconvenience caused.
We are investigating this case and we are looking into it and meanwhile i would like to request you to also send an email to our customer care team at ************@******.ca and our team will be providing you with the resolution

Customer Answer
Date: 05/12/2024

Complaint: ********

I am rejecting this response because: I have contacted them several times and I contacted the location. They all told me that there was nothing i could do and even when I complained about the smell in the car they told me they would blame me for it. They said if I had a recording of the conversation they would do something other than that they would not help me. Yesterday i was charged for tolls that i paid with the toll authority also 100.00 in fees were added. I emailed the customer service and again no reponse.

Sincerely,

******* *******
Business Response
Date: 24/12/2024
Dear ******* *******,
We have informed our customer care team to look into it but if there is any violation then the charges will apply

Customer Answer
Date: 09/01/2025
I told the manager of the location I was going to Milwaukee to visit my son and I was told that it was fine. This company charged me for the rental then this extra fee and another extra fee over 100 dollars for tanking the car out of state. This was all approved by the manager when I picked the vehicle up. Also, I rented a medium sized vehicle and they tried to give me a smaller one. I was then only offered the vehicle above the one I rented.
Business Response
Date: 17/01/2025
Dear ******* *******,
Thank you for reaching out to us. We would like to inform you that we will need to investigate this matter further. To assist us in this process, we kindly request you to send an email to our Customer Care team at ************@******.ca. Please include the name of the person you spoke with, along with any additional details related to the charges in question.
We would also like to clarify that the charges applied are consistent with our policies. However, we are happy to review this further to ensure everything has been handled appropriately.
Thank you for your cooperation.
Customer Answer
Date: 17/01/2025

Complaint: ********

I am rejecting this response because:
I’ve been dealing with this for months. The employee stated his name was Rob. I spoke to him the day I dropped the vehicle off and emailed him without receiving any response.
Sincerely,

******* *******
Business Response
Date: 19/01/2025
Dear ******* *******,
This is to let you know our team has reached out and working on this to have the issue resolved

Customer Answer
Date: 22/01/2025

Complaint: ********

I am rejecting this response because:
Nobody has reached out to me about this.
Sincerely,

******* *******
Business Response
Date: 27/01/2025
Dear ******* *******,
We tried reaching to you but was unable to connect you but we will have someone reach out to you

Customer Answer
Date: 29/01/2025

Complaint: ********

I am rejecting this response because:it’s been over a reasonable amount of time and would like a reasonable explanation soon!

Sincerely,

******* *******
Business Response
Date: 14/02/2025
Dear ******* *******,
Our team has made several attempts to reach you regarding your concern but has not received a response. We truly value your feedback and would like to resolve this matter for you.
Customer Answer
Date: 15/02/2025

Complaint: ********

I am rejecting this response because: I have responded to the rental cars emails. They continue to email me telling me they will not help me.
I can send copies of the email? The last email was from **** ******* from customer service. She said she would not help me.
Sincerely,

******* *******
Business Response
Date: 21/02/2025
Dear ******* *******,
We will have someone call you and get this resolved

Customer Answer
Date: 26/02/2025

Complaint: ********

I am rejecting this response because:
They do not call and when I try to speak to them they tell me they will not help me. They continue to deny me any help or assistance and they continue to drag this matter out.
Sincerely,

******* *******
Business Response
Date: 03/03/2025
Dear ******* *******,
Sorry to hear about this will have a supervisor call you on this to get this resolved at the earliest
Customer Answer
Date: 05/03/2025

Complaint: ********

I am rejecting this response because: I have spoke to people from the office, representatives and someone who stated they were a supervisor. Both told me they would not help me. I followed all the rules of this rental and now I’m being treated terribly, lied to and this just keeps being continued.

Sincerely,

******* *******
Initial Complaint
Date:13/11/2024
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.
I rented a car on 08-06-2024 thru Routes Rental car in Chicago, **** ******** *** ******** ***** *** *****. October 28th, I received an email from Routes regarding an outstanding toll. I have paid and have receipts from Illinois Tollway from 08-06-24 to 08-14-24 and the toll they are charging me for is not listed. I feel this is a scam, I am contacting you because there is no customer service number to contact them directly. I am attaching both the invoice from Illinois Tollway and the email from Routes. ****** ******
Business Response
Date: 15/11/2024
Dear ****** ******,
Apologies for the inconvenience caused
We will have our customer care team contact you in order to get this resolved at the earliest

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Routes Car Rental is NOT a BBB Accredited Business.