Business Profile

Auto Rentals and Leasing

Routes Car Rental

Headquarters

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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.
171 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:12/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for a rental car and I followed instructions to call when I arrived at the airport (THEY ARE NOT AT THE AIRPORT BY THE WAY). There was no answer with no message, the phones just rings and rings; I went on their website and followed another set of instructions that indicated to request a shuttle; the website showed the shuttle was on the way; I waited OVER 1 hour and nothing! they left me stranded at the airport while I was traveling alone! They are refusing to refund me and they provided NO SERVICES! I HAVE TRIED TO CALL SEVERAL TIMES AND NO ANSWER, CANNOT EVEN LEAVE A MESSAGE AT CUSTOMER SERVICE. I HAVE EMAILED AND THEY DO NOT RESPOND! They did not provide me with any services and should not be paid. This company should be refunding me.
Business Response
Date: 14/11/2024
Dear ******** ******,
Apologies for the inconvenience caused.
We are investigating this case and we will have someone from our customer care team call you in order to get this fixed.
In order to get any information related refund you would still need to contact the booking source as they are the merchant of record and they will be helping you regarding the same

Customer Answer
Date: 14/11/2024

Complaint: ********

I am rejecting this response because: I have called and emailed and I have gotten zero response (phone number ************ and emailed ************@******.ca) this issue has been going on since 10/17. This company must refund me for SERVICES NOT RENDERED. They are not responding so the head office needs to step in and resolve the issue.

Sincerely,

******** ******
Business Response
Date: 20/11/2024
Dear ******** ******,
Our customer care team tried calling you multiple times but was unable to get it touch with you at +1********** but we are unable to get in touch with you and also via email please let us know the best contact information to get in touch with so that we can get this resolved at the earlies
Customer Answer
Date: 22/11/2024

Complaint: ********

Call me at **********

Sincerely,

******** ******
Business Response
Date: 05/12/2024
Dear ******** ******,
We have contacted you on the same and the issue resolution will be provided
Customer Answer
Date: 05/12/2024

Complaint: ********
I am rejecting this response because: the following response is NOT clear...
Dear ******** ******, We have contacted you on the same and the issue resolution will be provided??????
I want COMPLETE DETAILS ON HOW THIS ISSUE WILL BE RESOLVED.
I want total explanation on the refund and details of the amount and with credit card it will be refunded to.

Business Response
Date: 24/12/2024
Dear Customer,
You need to respond back to the email and we will have that gone further from there
Customer Answer
Date: 08/01/2025

Complaint: ********

I am rejecting this response because: I HAVE RECEIVED ZERO EMAIL TO RESOLVE THIS ISSUE. YOU WILL NEED TO CONTACT ME BY PHONE *********** OR EMAIL ****************@*****.COM AND I WILL NOT MARK THIS AS RESOLVED UNTIL I RECEIVE A REFUND FOR SERVICE NOT RENDERED. YOU MADE NO EFFORT IN RESOLVING THIS ISSUE. YOU PROVIDED ZERO SERVICES AND LEFT ME STRANDED AT THE AIRPORT WITH NO SHUTTLE SERVICE AND NO CAR. THIS IS UNACCEPTABLE.

Sincerely,

******** ******
Business Response
Date: 10/01/2025
Dear ******** ******,
Someone from our team will get in touch with you and get this resolved
Initial Complaint
Date:31/10/2024
Type:Order 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.
ROUTES CAR RENTAL - R/A No.: ********* We began our rental on Sunday, oct 27. We waited 3 hours and was told they ran out of cars. We finally got a car and was only asked if we needed tolls, to which we didn't. No additional info was given to us. We mentioned we'd be driving to hike Rockies and other areas. We went to Cheyenne for a day to come back to an email charge of $258 for going over the state line. We weren't told this was an issue the fine print at the bottom states not to go outside the US. Furthermore it shows our speed, gos location, what seatbelts were used, miles, etc. This is extreme detail I've never seen from a car rental. Then our flight got changed to earlier and now we need to drop the car off prior to them opening. We were told to drop it at ****** hotel (no shuttle to the airport) AND $100 charge because of it. This has been the worst experience ever for renting a car. We're requesting th3 fees of $258 out of state reimbursement and the $100 fee waived as nothing was shared when rented. All we heard was how they were short staffed, no breaks, no cars and no help. They didn't even offer support when they were out of cars, they said we had to contact and figure things out on our own which would require a shuttle back to the airport to get on a shuttle to another car rental service. These charges cant possibly be common or good business practice. TERRIBLE COMPANY!
Business Response
Date: 06/11/2024
Dear **** ******,
Apologies for the inconvenience caused.
This is to let you know we have prohibition of State border crossing and if you do you would need to let the front desk know if you are planning to cross the border hence the charge and the same have been sent to you on the email with the proof. for more information you can also send an email to our customer care team at ************@******.ca and get more information
Customer Answer
Date: 06/11/2024

Complaint: ********

I am rejecting this response because: as you can see on the contract there is no mention anywhere about state line charges. There were no signs at the store. I was there for 3 hours I looked at and read everything there. The clerks only complained about how bad it was to work there, understaffed, runs out of cars, doesn't have time for lunch. They only asked 1 question: do i want insurance. I said no, I booked through a 3rd party site. That site didn't show any documentation about not going out of state. I was charged over $500 on top of the $300+ to rent it. It's clear this company isn't about keeping customers it's only about making money. How can you legally, ethically and morally charge people this much for something not told? I'm repeating the request refund. Furthermore they didn't tell us we had to drop it off elsewhere that there was no drop box. Would you buy bread at a store where only after walking out of the store charge your card and extra $500? No of course you wouldn't but you're expecting others to do this with your car rentals.

Sincerely,

**** ******
Business Response
Date: 13/02/2025
Dear **** ******,
I hope you’re doing well.
We wanted to inform you that our policies have been updated. Please review the latest version, or if you require any specific details, feel free to reach out to us at ************@******.ca, and we will be happy to assist you.
Let us know if you need any further information.
Initial Complaint
Date:12/10/2024
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 and upon my return home I noticed that ROUTES CAR RENTAL charged me an extra $1800 in four unauthorized transactions on my credit card. Impossible contacting them over the phone. Over email when they finally responded they said they would look into it an get back to me. Wrote to them every two weeks and nothing out of that. Finally disputed them on my credit card. They provided my credit card company false evidence of the charges with someone else's name with a different signature, addresses, even a police report, everything NOT MATCHING NOWHERE MY NAME, or the car I rented and the dates differ than the ones I rented the car. Finally my credit card company has issued most of the credit back to me, but still missing some. ROUTES CAR RENTAL has emailed me at least 10 times stating "Please accept our sincere apologies for the delay in responding to you. We would like to offer you our assurances that once the information we are seeking has been obtained, we will respond to you". Over three months and counting and still no answer from these ******. **** ****** **** *********
Business Response
Date: 28/10/2024
Dear **** *****,
Apologies for the inconvenience caused.
We have looked into this issue and would like to let you our customer care team will be getting in touch with you and getting this resolved at the earliest

Customer Answer
Date: 28/10/2024

Complaint: ********

I am rejecting this response because:
This merchant always have the same answer: “Our customer care team is going to look into it and get back to you.” They are saying this since early July.
Clearly this merchant is not going to provide with the concise answer and it’s going to continue saying that they are going to review into it.
I strongly reject this answer. If they don’t know why they ************ Charge my card they should then apologize and give back to me.
Also, from what I’ve seen in different reviews, this is a common practice for this horrible company.
Sincerely,

**** *****
Business Response
Date: 05/11/2024
Dear **** *****
The needful is already done and the process of Refund is done already please check
Customer Answer
Date: 09/11/2024

Complaint: ********

I am rejecting this response because:
I filed the complaint to address the serious inconvenience I experienced due to an unauthorized charge by ROUTE CAR RENTAL USA INC. Over the past four and a half months, I invested significant time and energy to reverse these ********** charges, facing delays and challenges that caused considerable stress and disruption. And to be clear, I have not yet received full credit for all charges.
I am disappointed that ROUTE CAR RENTAL USA INC has not acknowledged the impact of their ********** actions. At a minimum, I BELIEVE A SINCERE APOLOGY IS WARRANTED, as this situation highlights broader concerns regarding their billing practices. I urge the company to take accountability and implement necessary improvements to prevent other customers from enduring similar hardships.
Thank you for your attention to this matter. I trust the BBB will support in ensuring a proper resolution.
Sincerely,

**** *****
Business Response
Date: 14/11/2024
Dear **** *****,
We apologies for the inconvenience caused but as mentioned we have issue the refund please check on the same if something else please let us know and out team also tried contacting you but was unable to reach you
Initial Complaint
Date:08/10/2024
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 booked and paid for a rental car with Routes through EconomyBookings.com on 9/16/2024. When I arrived at the ******* Airport, I waited over an hour for a pick up by Routes. I called their local number many times to inquire about the shuttle and no one ever answered. When I finally got to the pick up location, there were 4 employees there chatting and filing their nails. I was asked for the declarations page of my insurance which I had never been told to bring. I found my insurance policy on my phone and showed it to them. I was never given a copy of the rental agreement. I returned the car today and filled it with premium gasoline because that what was all that was available ahead of Hurricane Milton. I received an e-mail from Routes after I got to the airport saying I owed $77 for licensing fees. What is that??? I just checked my credit card statement and there is a charge there for $281.33 from Routes. For what??? I prepaid the rental. This is a terrible company to do business with.
Business Response
Date: 14/10/2024
Dear ****** ******
Apologies for the inconvenienced caused but this is to let you know that we do not allow border crossing and you had crossed the border without letting or informing the location hence you were charged ****** **** *** ***** ******** *****
Customer Answer
Date: 14/10/2024

Complaint: ********

I am rejecting this response because:
As you can see from the attachments, the “proof” Routes has that the car was taken out of the State of FL happened on 09/22/2024 when the car had 9600.80 miles on it. I did not rent the car until 9/29/2024 when the car had 10,478 miles on it. Therefore, it was not I who drove to car to GA. I was not in possession of the car on 09/22/2024.

Sincerely,

****** ******
Business Response
Date: 21/10/2024
Dear ****** ******,
Apologies for the inconvenience caused.
We are sorry to hear about this but this is to let you know that we will be refunding this back to you our refunds team will reach out to you for the refund form to get this refunded

Customer Answer
Date: 29/10/2024

Complaint: ********

I am rejecting this response because
Routes admitted they erred and were going to refund the money, but only if I would sign a form that I would not dispute the charge with ****. I had already disputed the charge with ****. Routes needs to do the proper thing and credit my account for the charge. But they are tossing the ball back to ****. **** advised me not to sign anything. Routes either mistakenly or ************ charged me and they need to return the money to me.

Sincerely,

****** ******
Business Response
Date: 06/11/2024
Dear ****** ******,
The refund form is an important part which needs to be filled and sent for a refund. As you mentioned you have raised a dispute them its on the credit card company to take a call not under our control
Customer Answer
Date: 20/11/2024
* ******** ** ****** **** *** ********* **** *** **** ******* ** ***** * *** *** ******* ** **** **** ****** ******* Routes said they were ready to refund my money but they have yet to do so. They asked me to sign a document before they would refund the money which **** told me I should not sign.

So Routes is now refusing to refund the money even though they had said they would do so.

Routes sent the original rental contract to **** saying I had signed a contract that I will pay for all charges. I have paid for all charges (had to prepay) I incurred but I did not agree to pay for charges I did not incur.

They show the car was out of state September 22. I rented the car September 29- October 7.
Someone else had the car in GA. I did not.

Warm regards,
***** ******
Business Response
Date: 21/11/2024
Dear ***** ******,
We complete understand your concern. But as mentioned in our previous conversation that is not someone which will effect you but that something to protect both the end and hence if you can do the needful that will help a in getting this closed
Initial Complaint
Date:17/09/2024
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.
Hi, So on May 30, 2024, we contacted Routes at *** to see if they accepted my credit card rental insurance . The male manager stated yes they did accepted it for payment as well as for insurance coverage. So I made the reservation with ********* that states I pay nothing online its due at pick up. We took the shuttle, struggling with 2 young children, bags and car seats to Routes. When we arrived to pick up the car, the female employee stated that they do not accept my insurance for coverage. We informed her that's not what we were told and the person we spoke to on the phone comes over and said he misunderstood. She states she can just cancel our reservation since now we would be charged over $300 versus just $60. She assured me that we would not be charged for her cancelling the reservation because it states $0 unless its picked up. I contacted ********* and informed them of the situation, which ********* also cancelled the reservation and sent confirmation showing $0 is charged. Now Routes charges my charges July 23, 2024 for $53.25 stating its for no show charge to pick up the car. I reached out to their customer service, I tried to contact *** Routes and can't even get them on the phone.
Business Response
Date: 10/10/2024
Dear ****** ****,
Apologies for the inconvenience caused.
This is to inform you our customer care team will reachout to you with the consent letter once that filled and sent back to us we will have this refunded we apologies for the inconvenience
Customer Answer
Date: 09/11/2024

Complaint: ********

I am rejecting this response because: the business ask me to fill out a form stating I will not open a dispute while I am waiting for a refund. I have not opened a dispute during this period and they are stating they will not refund the money.

Sincerely,

****** ****
Business Response
Date: 14/11/2024
Dear ****** ****,
Thank you for your patience as we address your concern.
The form you were asked to complete is a consent agreement that ensures, once we provide a refund, no chargeback will be filed for the same transaction. This helps us maintain clear records and prevent any duplicate refund requests.
Please rest assured that your refund request is being processed in accordance with this agreement. We appreciate your cooperation in not opening a dispute during this period, as it supports a smoother transaction and quicker resolution.
Customer Answer
Date: 09/01/2025

Complaint: ********

I am rejecting this response because it has been over 30 days, over 60 days and still have not received my refund as stated I would.
Sincerely,

****** ****
Business Response
Date: 14/01/2025
Dear ****** ****,
Our customer care team has reached out to you multiple times regarding this matter, but we have not received a response from your end. Please note that we have already sent you the consent form required to proceed. Once we receive the completed form, we will take the necessary steps to address your concern.
We kindly request you to fill out and return the form at your earliest convenience so we can assist you accordingly.
Thank you for your attention to this matter.
Customer Answer
Date: 15/01/2025

Complaint: ********

I am rejecting this response because I been sent the form as shown above to customer care. They received it and responded previously.
Sincerely,

****** ****
Business Response
Date: 24/01/2025
Dear ****** ****,
That's good and it should be taken care of and the needful will be done
Initial Complaint
Date:29/07/2024
Type:Order 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 booked a rental through routes during our vacation to Orlando Fl. On the first day of arrival I was driving the car and the hood of the vehicle flew open and shattered the windshield. I called the rental company and the lady that I spoke with said to return the vehicle and I would get another car in exchange. When arriving at the rental company, that was not the case. I was told since there was a claim made that I could not get another vehicle and was stranded there for 2 hours until I was able to book another vehicle through a different car rental. I emailed routes regarding getting a refund on the car and thruway pass that I paid for since I did not have the vehicle due to the accident the occurred. It has been 2 weeks and I keep getting the same email stating that; We apologize for the delay. Please be informed that we have forwarded your request to the relevant team and they will get back to you with an update.
Business Response
Date: 23/08/2024
Dear ***** ******,
Apologies for the inconvenience caused.
As your aware that based on the incident that took place its reaches to the claims as there was damage of the vehicle involved hence the other vehicle was not provided till the time we go through the insurance process but as this has been looked into and we would request you to send an email to our customer care team at ************@******.ca and they will be able to proceed further with more information so please do the needful.

Customer Answer
Date: 24/08/2024

Complaint: ********

I am rejecting this response because: I sent out an email to the attached email on 07/15/2024 and still have yet to receive a response! This is poor customer service and I will never do business with this company again!

Sincerely,

***** ******
Business Response
Date: 13/02/2025
Dear ***** ******
We’ve been trying to connect with you to resolve your concern but haven’t heard back. Our goal is to ensure your satisfaction, and we’re here to help.
Please get in touch with us at your convenience so we can assist you further. Looking forward to resolving this for you!
Customer Answer
Date: 14/02/2025

Complaint: ********

I am rejecting this response because: this happened back in July and I have resolved it by filing a dispute with my credit card since it was never resolved through the company. If you were trying to contact me and never left a message then of course I would not contact the company back. The situation has been handled but thank you ??

Sincerely,

***** ******
Initial Complaint
Date:22/07/2024
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.
Rented a car at ****** airport and wasn't told about a "border crossing fee" when making a reservation online and paying in full prior to reservation. Couldn't take the car unless I paid it and couldn't get a refund to just find something else. Then proceeded to charge me for a $1.50 toll, a total of $57.50 for their admin fees. I tried to pay ** tollway multiple times prior to the rental place paying this; provided them proof, yet they continue to charge exorbitant fees and not take my proof. They are also charging tax on a service, which is not taxable in Illinois. The place is overall disgusting. Bathrooms smell worse than an outhouse and overall staff is very rude.
Business Response
Date: 23/08/2024
Dear ***** ***************,
Apologies for the inconvenience caused.
We understand your frustration we want to work this out for you and get things resolved can you please send an email to our customer care team at ************@******.ca and attach all the proof to it so that we can look into it and also please provide the referance of the case.
Customer Answer
Date: 25/08/2024

Complaint: ********

I am rejecting this response because: I've already emailed your customer service with my issues and they refuse to do anything about these fees despite my proof and trying to resolve this.

Sincerely,

***** ***************
Business Response
Date: 13/02/2025
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.
Please reach out at your earliest convenience so we can assist you further. We look forward to hearing from you.
Initial Complaint
Date:16/07/2024
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.
When reserving this vehicle for rent, the quoted price was 92.55 if paid upfront and was paid through *******. When arrived at the location, I was told insurance and toll pass were extra. I was expecting that. However, the bill came out to 252.35 in the store. I advised that I made a deposit, and they said it would be deducted before final payment was processed. The clerk had misled me as they charged the 252.35 in addition to the 92.55. When I called and asked about it, they said that the 252.35 was just for insurance and the toll pass. Not only was I misled, but the agreement * ******** was not shown to me until after it was signed, and the amount charged was simply outrageous.
Business Response
Date: 16/08/2024
Dear **** *****,
Apologies for the inconvenience caused.
This is to inform you that when renting the car and agreeing to any of the services you will be asked to confirm by signing the same in the Rental Agreement and you will be asked to confirm the same and sign it.
****** **** *** ********** *** **** **********
Customer Answer
Date: 16/08/2024

Complaint: ********

I am rejecting this response because: As stated in the complaint, that your representative at the location flat out **** and explained the agreement inaccurately in an attempt to mislead me as the customer and get me to agree to paying more money than was quoted. The whole process seems to be designed to misguide the customer and take advantage of them. That is what this complaint is about, not about the existence of an agreement

Sincerely,

**** *****
Business Response
Date: 13/02/2025
Dear **** *****,
We’ve been trying to connect with you to resolve your concern but haven’t heard back. Our goal is to ensure your satisfaction, and we’re here to help.
Initial Complaint
Date:08/07/2024
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.
After returning my rental car, the company charged me $111.82 and told me in an email that the charge was for crossing the state border which is stated in the rental agreement. At no time did this car leave the state while in my possession. The "proof" they sent was a screenshot photo of a gps position which is the alleged out of state occurrence. The gps picture they provided as evidence clearly shows that the car is within the state of Illinois.
Business Response
Date: 16/08/2024
Dear ****** *********,
Apologies for the inconvenienced caused.
This is to let you know the based on the proof and the time in GPS the rental was under your possession if you have anything you would need to send an email to customer care at ************@******.ca and they will be able to help you on the same
Customer Answer
Date: 16/08/2024

Complaint: ********

I am rejecting this response because:
As I originally demonstrated, your "evidence" clearly shows the address, including the city and state, where the vehicle was at the time of the alleged incident of "leaving the state". It is VERY clear, as evidenced by the map and printed address (location) that YOUR COMPANY provided, that the rented vehicle was in the state of Illinois, which is the same state that I rented the vehicle in. All one needs to do is look at the address where the vehicle is located. It is printed on the very evidence that you are providing with your accusation. Doesn't anyone see this? I have ******** a copy of this evidence for your review. I have tried using customer service channels already , as you have suggested in this complaint, without success. I will continue to pursue a satisfactory resolution based on the evidence.

Sincerely,

****** *********
Business Response
Date: 13/02/2025
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.
Please reach out at your earliest convenience so we can assist you further. We look forward to hearing from you.
Initial Complaint
Date:04/07/2024
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 car from ****** rental Car Company, but, instead of paying a daily fee for their toll service, I chose to follow thier instructions, registering the vehicle, to my ****** account as "pay by plate", with the ******** Tollway Service. This service charges me directly for any tolls associated with that plate for the day I rented thier vehicle. The "pay by plate" service worked perfectly, as I was billed for and paid the first four of five tolls charged to the plate. But the fourth toll of .75 cents was never billed to me. It appears that before the toll could be billed to me, ****** paid it themselves, but in addition to the .75 cent toll, they also charged me a $50.00 fee and a $6.00 tax for a total of $56.75! I immidiately (June 28, 2024) called and emailed them that they should not have paid the toll as I had it set to be paid, per thier instructions. I told them they needed to remove that charge from my credit card immediately. The phone message said they would resolve the issue in three days. Unfortunately, they did not do so and the charge remains on my credit card. I was going to dispute the charge on my credit card, but they would need to cancel my card and issue a new number forcing me to change all of my auto-pay accounts.
Business Response
Date: 16/08/2024
Dear ******* ********,
Apologize for the inconvenience caused.
We would request you to please send an email to ************@******.ca and we will investigate and get back to you with a resolution.
Please do the needful and we will have it taken care off
Customer Answer
Date: 16/08/2024

Complaint: ********

I am rejecting this response because I received an direct from the company with a copy of the agreement and a refusal to remove the ridiculous charge. I was hoping you would get a different response, but it appears they just want this complaint closed. For your knowledge, I have filed a complaint for ********** business practices the ******** Attorney General's office after I found other reports online of this business doing this to other customers.
Thank you for your part in showing other consumers how this business profits off of loop holes in thier contracts. Hopefully we can put a stop to it.

Sincerely,

******* ********
Business Response
Date: 14/02/2025
Dear ******* ********,
We appreciate your feedback and understand your concerns. Our team has previously reached out to you to resolve this matter but did not receive a response.
We would still like to assist you and find a resolution. Please contact us at your earliest convenience so we can address this issue promptly.

Customer Answer
Date: 15/02/2025

Complaint: ********

I am rejecting this response because the company has not yet resolved my issue. Please see the text of an email I sent to them directly:
*************************************************************************
Good afternoon,

This is an ongoing complaint and it will not go away until i receive my refund! I will continue to tell everyone I know, post on social media and badger the ******** Consumer Protection branch of the Attorney General's Office until you halt this unjust "$50.00 fee, business practice! I just rented from ****** and their policy is to simply charge the going rate for one day ($14.00), if you incur a toll that day. By the way, that covers ALL tolls on that day, even if they are more than $14.00! This is much more reasonable and typical of good business.

If you relent and follow industry best practicves concerning Toll fees, I will not only withdrawal my complaints, but I will advertise that your business if finally in line with industry best practices.

I await your response.

Best regards,

******* ** ********
*************************************************************************
If I hear back from the company, I will let you know. Thank you again for your assistance.
Sincerely,

******* ********
Business Response
Date: 21/02/2025
Dear ******* ** ********,
We will have some one call you and get it resolved
Customer Answer
Date: 02/03/2025

Complaint: ********

Greetings,
I am rejecting this response from the company because they continue to refuse to accept that truth they removed my toll paying ****** account which was applied to the licence plate of the vehicle I rented, per thier contract, which paid all previous tolls incurred during this rental and would have paid the 75 cent toll they incurred. This was a situation of thier own making and they need to apologise and refund all fees and taxes associated with this charge. They should also pay the 75 cent toll for all the trouble they have put me through. My complaints with the ******** Attorney General's Consumer Protection Office as well as **** ******'s Consumenr Protection Office will also remain!
Thank you for your continued monitoring and intervention.
Sincerely,

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

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