ComplaintsforRoutes Car Rental

• Initial Complaint

  24/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  i rented a car from routes 2 weeks ago, declined insurance multiple times from the commerce city colorado location, they said "it was state law to have insurance on the rental vehicle" i said okay i already have it with my insurance company and on my credit card they said no it has to be purchased through us additionally, i declined again and they said they would not rent me the vehicle if i didnt sign up for coverage, i let them know that i understand the law and that i didnt need to pay for double insurance and they still charged me for it, tried to contact the customer service email to settle the issue and they said they will not do anything and they will not respond to any more of my messaged

  Business response

  26/05/2023

  Dear **** *******, 

  Sorry for the inconvenience caused.

  We investigated this at our end and found out that at the time of providing the rental to you. You did say that you have the *** coverage but you did not have any proof of it which states that you have ideally you will get it from your credit card company as you know its a mandated requirement. When the front desk was unable to get the proof of the same they provided you with the insurance for the same  

• Initial Complaint

  03/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had reserved a rental car using the *********** website for Feb. 16, 2023 in Atlanta GA. My flight was delayed 2 hours. Routes Rental Car company closed at 12:00 midnight. My flight arrived after 11:30 PM. Before getting my luggage I called Routes to say we had arrived, there was no answer on their customer service line. The Route location is off airport and there was no shuttle service to their location. I never picked up the rental car. I had to rent from another rental car company that night. I tried calling the net day and they said I had to file a claim with ***********. *********** said Routes held by their policy of no refund. I disputed the charge with my credit card company and they received the same response. I would like a refund from Routes for the $258.55 USD since I never received the rental car. ******** *** *** ********* **** ** ****** **** ******* **** ***** ************* *** ********** ** **** ******

  Business response

  04/05/2023

  Dear ******** ******,

  We apologies for the inconvenience caused. 

  This is to let you know that We hold the rental till the end of business day but we also understand that the situation of your flight delay was not under your control. As you know the 3rd party company is the merchant of records and they are the one who can provide a refund. We from routes will not be doing any charges from our end and you reach out to the 3rd party for a refund if they want any confirmation from our end please ask them to send an email to our customer care team at ********************** but for the refund process you would need to reach out to them.

   Also we will also reach out to them and inform them the same 

• Initial Complaint

  20/04/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Rented a vehicle, returned the vehicle with a few scratches on it from a hit and run. My car insurance was arranged to set up to cover the entire bill for damage however, routes has charged my **** card without my authorization for the damages. The amount they have charged me is incredibly high in comparison to the same amount of damage. Routes has not responded to any of my phone calls or emails, nor have they responded to my insurance company.

  Business response

  21/04/2023

  Dear ********,

   Apologies for the inconvenience caused 

  Based on the collusion a CDW will be charged on the card till your insurance is not claimed by the insurance company but will have our customer care team contact you to provide a solution accordingly 

  Regards

  Mudassir

   

  Customer response

  21/04/2023

  
  I am rejecting this response because:

  I have yet to hear back from routes car rental. I have attempted to call every number associated with the unauthorized charge, head office and management number I could find... I have been hung up on and no one will speak with me. I have sent several emails as well. 

  I have requested a more detailed invoice on the charges as well as proof of the fixed vehicle which have also not been provided.
  
  Sincerely,
  
  ****** ********

  Business response

  24/04/2023

  Dear ********,

  We apologies for the inconvenience.

  This invoice and other details will be sent to by customer care team and we are investigating we will reach out to you accordingly. 

• Initial Complaint

  20/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  4-19-2023 We booked a car rental that stated it was a mystery vehicle 7 passengers. When I arrived they stated that their mystery vehicles were only 5 passengers they wouldn’t honor it and I said I would take the 5 passenger and they told me I couldn’t bc I had 7 people * ******** **** **** ** *** ***** ** ******* *** *** ****** ** *** *** * **** and then they refused to rent to me bc I was aggravated and wouldn’t reimbursed me either

  Business response

  21/04/2023

  Dear *****,

  We are sorry to her about your situation but this is to let you know that Mystery booking ( Suppliers choice) is a booking which is based on the availability of the supplier and what is available. There is no guarantee of a specific car class you will be getting for suppliers choice booking. 

   And based on the policy the booking will be followed and i am sure you have gone through the policy before hand 

• Initial Complaint

  18/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 26, 2022 I was charged $ 700 for a windshield damage on a car rental. I filed a claim with my car insurance company to get reimburse. **** insurance company tried to communicate with Routes by email and phone calls requesting an itemized bill and terms of conditions related to the *** coverage that I purchased for the time of rental, it has been almost 4 months and they haven’t respond to their request. I even tried myself multiple times to get the information needed without success. I just want this ***** company to provide my insurance company with the information that is need it, in order for me to get reimburse. Thank you for your help.

  Business response

  21/04/2023

  Dear ****,

  We apologies for the inconvenience caused  

  Our customer care team member will reach out to you from ********************** and help you with the resolution on this as its a damage claim issue 

   

• Initial Complaint

  31/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  booking number ********* and I see there is additional change $53.88 on Dec 26 ,2022, though already prepaid while booking the reservation. Returned car with full gas for booking *********  Also confirmed after returning the cars I will get full refund which was kept with $350 on credit hold. So processed to refund amount which got charged other than prepaid amount.

  Business response

  03/04/2023

  Dear ***********,

  We apologies for the inconvenience caused we will have some one from our customer care team contact you and get this fixed for good. Again apologies on this 

• Initial Complaint

  31/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company was not available to cancel the reservation. Tried to contact the company and there was no answer due to call volume on their side. They did not have enough staff to answer the phone during the storm in Detroit. I was not able to cancel my reservation in time and was charged the full amount. Even ******* tried to call on my behalf and they could not get through

  Business response

  03/04/2023

  Dear ********

  Apologies for the inconvenience caused on this as you know the booking was done from 3rd Party and they are the business source to get the refund done however we will be sending them an email on the same but will request you to contact them again for the refund.

   

• Initial Complaint

  30/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a car from ROUTES. On pickup day they emailed me a document which is supposed to attest of the mileage & fuel level of the vehicle: Problem #1: the photos they sent me were seemingly several months old and both the mileage & fuel level didn't match the mileage & fuel level I had when I picked up the vehicle. I have photographic evidence of the fuel level & mileage on the vehicle on the date of pickup ----> ROUTES charged me for fuel even tho I returned the vehicle with exactly the level needed. Problem #2: ROUTES asked me if I wanted to 'pre-pay' for toll. I told the sales person I didn't know since I am not from Colorado. The sales person asked me where I was going and the discussion basically ended up there. We didn't talk about pricing or anything and I assumed the answer was NO. Upon returning the vehicle, I was charged even tho I made sure to never go on the toll. I was promised I would be contacted and reimbursed by customer care. This never happened. Then when I filed a ********* case with my credit card company, suddenly my emails started to get answers. The problem is that the answer were 'the charges are valid': my accounts/evidence on the case were entirely ignored. I was promised to be contacted by phone which never happened. ***** *** ***** **** ** ********* ******** ** ******* ********* ** **** ** *** ******

  Business response

  03/04/2023

  Dear *******,

  Apologies for the incontinence caused.

  We have contact our escalations team and will have someone call you today by EOD

• Initial Complaint

  28/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I originally booked a rental car from this company through a third party site. When I arrived the vehicle reserved was smaller than expected so we asked if they had anything else. The employee told me they did and when I asked the price difference he told me that it was actually less expensive than my original reservation and that I would be saving money. I asked for the total cost of the rental multiple times to which he said ***** **** I will go through everything with you. I was then charged for the new rental rate, understanding that he had cancelled my original reservation and replaced it with the new one I was charged for at the time. Upon returning home I realized both charges are still on my card and when I’ve contacted the company multiple times they say that I agreed to the upgraded cost and to paying both amounts for the rental car, which would be an absurd amount. There is no signed receipt by me agreeing to the total cost including both amounts charged but they refuse to refund my original reservation cost.

  Business response

  03/04/2023

  Dear ******** *****,

  We did check with our team and investigated the case here and based on our team we got an updated that you had accepted for the charges and also have ******** the signed Documentation for your reference.

   However we have asked our customer care team to reach out to you for more clarification and if any other concerns 

   

   

  Customer response

  03/04/2023

  
  I am rejecting this response because:
  There was no documentation attached. There is no receipt signed by me showing that I agreed to the total amount they charged, only the new amount which I asked repeatedly and was told was the total. However I was charged the original amount plus the new amount. 
  Sincerely,
  
  ******** *****

  Business response

  05/04/2023

  Dear *****,

  That receipt is a confirmation of us Refunding the amount to your account.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m writing a complaint due to a recently ***** transaction that was charged to my card for $350.00. It was not until this transaction that I looked at a previous charge. I rented from the airport in Atlanta. I was originally quoted a price of $226.10. I ended up paying $412.93. After review the agreement I noticed a vehicle license fee of $93.95. When tallied together it should have been 338.31. When I asked the counter person they said that the $412.93 included a $350 deposit. * **** ***** **** **** **** ******* ******

  Business response

  11/03/2023

  Dear Mr.*****,

  We investigated this case and identified that the charges that the are correct.

  We see that there are additional services that you have taking 1) Additional Driver as your wife wanted to drive 2) Insurance : CDW 

  and there is also there is a SCHOOL BUS VOILATION ON 2/7/2023 @ 3:39 PM 

   This is to make this information clear that there is no ********** charges and its the services and the Violation that has taken place. Hope this clears things for you but if you would like to get more clarity you can feel free to reach out to our customer care team at **********************  or you can also call us and i am sure we should be able to provide you with all the information and clarity 

   

   

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