ComplaintsforRoutes Car Rental

• Initial Complaint

  07/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was charged an additional cleaning fee of 150$ for cigarettes smoke. I do not smoke cigarettes! I did not smoke in the car. I was then charged an additional 60$ fee that I did not authorize, was not told what it’s for! This business conducting fraud and charging customers additional unauthorized fees!

  Business response

  21/03/2023

  Dear *******,

  We apologies for the inconvenience caused from our end. We are investigating this case here and we will get back to you with the resolution at the earliest to get this resolved. Our customer care team will contact you from ********************** and provide you with the information 

   

   

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Routes car rental **********ly charged me 56.50, despite there being no cancellation fee stipulated in the rental agreement. I called them to request a refund, and was told that I can only deal with them through email. Please see their google reviews page for a full list of their other ***** practices. After numerous calls they have refused to refund me, or even to assist with getting this charge reversed. I will be disputing this charge with my credit card, *** ***** **** ****** *** ** **** *** **** ******* **** * *** **** ******* **** ****** *** ******

  Business response

  02/03/2023

  Dear *******,

  We apologies for the inconvenience caused.

  This is to let you know that you have made a pay on arrival reservation and filed to pick the rental and it went as no show and the policy was updated correctly but as a customer gesture we will have it refunded back to you our customer care team will reach out to you from ********************** and sent the consent letter once the consent letter is filled and sent back we will have the amount refunded back to your card.

  Note: If you have placed a charge back then we would not be able to refund you as that will be with the credit card company either you need to withdraw it or wait for the credit card company to come to conclusion with the dispute 

  Customer response

  02/03/2023

  
  I am rejecting this response because:
  

  I won't be *********** by your business, and I won't be signing any consent. Issue me a refund for the ********** charges and then we can discuss next steps. 

• Initial Complaint

  21/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rented a vehicle, the vehicle has several mechanical issues including smoking/squealing breaks and the dashboard says “needs service” Due to **** *** safety in a highly populated area and significant traffic, we decided to return the vehicle in advance due to fear of malfunction. Upon arrival, management was agitated with the early return and report of mechanical issues. The manager refused to prorate the fee and stated their policy is for the term of the contract, regardless of vehicle condition.

  Business response

  22/02/2023

  Dear *****,

  We are sorry to hear about the inconvenience caused.

   We have investigated this and we see that you have made a booking through 3rd party and as they are the merchant of record and they will be able provide a refund and if they want any approval from us they need to send an email to the customer care team at ********************** and they will able to provide you with that.

  we want our customer to get the best service and we would not want you to go unsatisfied 

• Initial Complaint

  17/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 12, 2023, we went to Routes Car Rental in an attempt to rent a vehicle. We had previously booked the car through ******* for 76.61 which stated it included all fees and taxes. They refused to take our insurance ID stating that the card did not prove that we had full coverage even though it did. They would not allow us to waive insurance as we have insurance through ourselves and insisted we needed to pay $24 a day for their insurance. We reluctantly agreed as we had plans to get to. This would have been $96 as we had the vehicle for 4 days. They then informed us the charge was 248, however they would let us pay 219 as we had already paid $24 according to their records which was incorrect. They charged a $500 deposit which has not changed on the card transaction. They also are attempting to charge us for multiple tolls although we have proof of going through the cash only tolls. We requested a vehicle without the sun pass as we did not want to pay an extra $12 a day, however they gave us a vehicle with one without informing us of this. I am reaching out as we would like a refund for the extra $76 and additional tolls they are attempting to charge us.

  Business response

  20/02/2023

  Dear ******,

  We are sorry for the inconvenience caused. We have been investigating  on this we want to have this fixed and our customer care person will be reaching out to you in order to get it fixed for good 

• Initial Complaint

  15/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hi, I am writing regarding car rental reservation on Jan 10.2023 from Routes Car Rental Reservation number: ***************  Unfortunately the representative at the front desk refused to provide me with the vehicle. Claiming does not provide temporary car insurance to BC residents or refused to use my credit card for auto-insurance or hold funds as insurance I usually rent from ********** Rent a Car and I am able to get basic insurance through my credit card or Extensive insurance through ********** office. While on the subject, its not possible to purchase daily auto insurance from ********* *********** ** ******* ******** ****** without owning a car. ***** ** plan for the day of Jan 10.2023 was totally messed up Additionally in order to make a reservation from Routes Car Rental it requires to pay upfront, but the front desk representative refused to credit back my upfront payment for this rental. Instead he provided me with your email and phone number to contact customer service. I emailed the Routes Car Rental customer service to cancel my order and refund the prepaid amount to my credit card but they refused to refund my funds. The Routes Car Rental customer service emailed me "as per our policy, rental reservations are Non-refundable. Hence we are unable honor your request" I firmly believe this is rip off. Please assist me to resolve this issue Rental Charges: Car Class Size and Description :Intermediate Daily Rate : $16.72/day Total Rental Rate : $32.66 Energy Recovery fees(ERF) : $3.5 Vehicle Licensing Fee(VLF) : $3.5 Prefered Location Surcharge(PLS) : $3.94 Provincial Vehicle Road Tax(PVRT) : $1.5 Gst : $1.46 Pst : $2.04 EXTRA MILEAGE CHARGE: UNLIMITED** ******* ***** ******* *** *** ****

  Business response

  20/02/2023

  Dear ********

  We apologies for the inconvenience but yes you need to have the required to rent with us. But as a gesture we will be refunding you back the amount you will be receiving an email with Consent letter  from our customer care team at ********************** please fill that out and sent it back to us so that we can process the refund back to you

   

  Customer response

  21/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** *******

• Initial Complaint

  13/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *** ******* **** *** *** ***** ************ *** ** ******* *** ** ************ **** ******** ***** **** * ******* ****** ** *** * ***** *** ** ******* ****** I found routes online. * ******** ***** ** *** ******* ***** ******* ***** ****** ********************************************************  The description of the deposits states about $200. I have disclose pictures. I figured $200 was the normal for rental car deposits. * ******** *** ******* ** Routes rental car prices was half their price. I prepaid for the car on line. When I got to the counter I was told the deposit was $468. I used a major credit card. I asked how they got that total DEPOSIT. The lady *** *** **** **** told me that all deposits are $500 minus the price of the prepaid rental price and it states that online. I stated to her I didn't see it and told her I read $200. One of the representatives offer to take $350. I sat down and found what I read showed him and he than offered me a $300 deposit and stated that was as low as he could go. He scroll up & down the web page as you can see & hear him on my screen recording. I told him they needed to have that change. **** ***** ************ ** ****** I sat in the office for about 5 hours. * *** *** ** ***** * ***** ** **** ** **** *** **** ****** Couldn't afford the high price deposit. When you prepay through a third party they don't refund your money. **** ** ********** * ***** **** ** ***** ************* * ***** *** * ****** ***** ** **** *** ** *********** *** *** **** ******* ********* ********** ***** **** ******** *****

  Business response

  14/02/2023

  Dear ********,

  We really apologies for the inconvenience caused. 

  We understand your concern and we do not want anyone of our customer facing this we will contact the 3rd party and check with them on the policy updation But as they are the merchant or record they will need to get the refund done. We would request you to ask them to send us an email to our customer care team at ********************** if they need an approval and we will be happy to do so

  We again are sorry about your situation 

   

   

• Initial Complaint

  13/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/17 I made a reservation with **************. it was PAY at the counter fully cancelable I contacted them on 1/21 to cancel. I chatted online and have the transcript. I told them to cancel and and didn't see have any charges yet. The rep at *************, said, Oh, it was already canceled from the car (routes) company due to lack of cars. They said not to worry as I wouldn't be sure. They promised 100% and I have the chat transcript. I was worried because I never got an email from ************** cancelling the reservation so then I contact routes car rental by email just to be sure. This was after the reservation should have taken place. The email response from Routes Car rentals said, "We did have cars available that day, that isn't correct. Since you never picked up the car so not only will we charge you the original amount (that wasn't to be charged until you picked up the car). they said "you didn't pick up the car and we are not only charging you 28.80 but also a fee of 25.00 for a cancelable car that is due to be paid at the counter. now I have a charge for 53.88 below is the charge. 08-Feb-2023 $53.88 ROUTES CAR RENTAL USA I have proof of emails and chat transcripts. ***** ****

  Business response

  14/02/2023

  Dear ********,

  We are extremally sorry to hear about the situation but Routes Car Rental does not cancel the reservation once reservation is booked. The person you spoke with from the 3rd party provided you with the wrong information and they are liable and are responsible for it. Yes! there is a no show fee involved and we have mentioned the same on our policy but as a customer gesture and as someone else have provided you with the wrong information we are still willing to keep our relationship with our customer strong. We will have our customer care team reachout to you from ********************** and concern letter will be sent to you kindly send fill the same and send it back once its done the team will process for the refund 

  Customer response

  14/02/2023

  
  I am rejecting this response because:  *** *** ******* *** ********* ** ******* ** ******** ********** We never asked you to cancel a reservation!  We cancelled already through the third party!!  Rental Cars CHARGED OUR CAR UNAUTHORIZED after it was already cancelled. We provided proof of the cancellation. This is ******* to use a credit card in this manner. It is *****. We demand you refund our credit card because the proof has been provided by us and ************** and you choose to ignore it. Quit changing the subject and deflecting blame. I am reattaching the proof of cancellation once again and I will keep rejecting your ridiculous responses. ** ** **** *** ***** ** ** **** *** ** ****** **** ************** ** *** *** ******* ** * *** **** ******* ********** ***** ******** ********* **** **** **** ********* *** ****** *** ** *** *** ******* *** *** ******* ** *** ***** *********
  

• Initial Complaint

  21/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have an unauthorized charge on my ******** ******* Card of $326.55 by Routes Car Rental(Routes). I have tried to reserve a car rental from Routes through ************** for two times. Both reservation were canceled by ************ due to the rental requests unavailable. Attached are the email responds from *************. Last week I found out in my credit card bill that Routes have a charge of $326.55. I contacted Routes and indicate that this is a mistake. They indicate that I failed to pick up the rental and the fine is the rental fee plus no show fee. They also indicate that I have reserve directly through Routes. They refuse to provide refund. I have not make make any reservation directly through Routes, and never get any reservation confirmation on nether email or text. Routes did not send any proof of the confirmation and refuse to acknowledge or to investigate the matter. I am appreciate your department assistance. Thanks ******* ***

  Business response

  22/11/2022

  Dear ***,

  We apologies for the inconvenience caused we will be investigating this case and our customer care team will get back to you with the information but if there is something we will be more then happy to take care of it for you

   

  Customer response

  22/11/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait for the Routes Car Rental investigation response.
  

• Initial Complaint

  30/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 19, 2022 my family and I went on vacation to Orlando, Florida. I placed a car rental reservation online through *********** the week before. I did this reservation confirmation # *************** for one day as we decided to extend our trip and I could not add to the other rental that I had previously booked. Our flight arrived around 9:30pm on that day. We contacted Routes as instructed on our itinerary at phone number ************ for shuttle pick up. They only have an automated system so speaking to a person was not an option even though the automated system states that customer service is available, it is not. The phone line has a continuous loop and hangs up after continuous ringing. The instructions stated to wait in pickup lanes 10,11,12, and that the shuttle will be there every 15-20 minutes for pickup. This was not the case. ********* called Routes continuously for 2 hours straight with no answer as well as no shuttle. Their close time is at 11:30pm and we were never received a picked up by the shuttle service. We were also unable to cancel the service because of the no cancellation policy and their online system kept stating invalid phone number. We contacted *********** and filed a complaint to request a refund for services never rendered. It took a week for them to contact Routes for the refund and they stated that they are upholding their policy because they shuttle was fully functional during business hours. That would have been great if the shuttle ever came to pick us up! **************************************************************************************************************************************************

  Business response

  07/07/2022

  Business Response /* (1000, 10, 2022/07/05) */ Dear *****, We regret the inconvenience caused. We are really sorry to hear about the situation for which it effected your trip. We will investigate this case and have a strict action taken on this. We would request you to get in touch with the 3rd party as they are the business source and the merchant of record for you to get the refund. If they have any confusion please ask them to right our customercare an email at ************@******.ca and we will ask them to refund you back the amount. We again regret the inconvenience caused Consumer Response /* (2000, 12, 2022/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) The *********** company has reached out and stated that a refund will be issued within 7-10 business days.

• Initial Complaint

  24/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a vehicle from Routes Car Rental, located at ***************************** Ontario from March 10-March 13, 2022. While making my reservations on March 9, 2022, I made a reservation for the above mentioned dates, but had to immediately cancel that reservation within minutes as I was unsure about the pickup time I selected. I received a confirmation of cancellation email immediately. Soon after, on the same night March 9, I made another reservation from March 10-March 13 2022 with a pickup time at noon. I returned the vehicle at the scheduled time, and paid the required $185.07 after the vehicle was inspected. One week later, I received charged on my Visa for $50 from Routes Car Rental. When I called the pick-up location, they advised me they had only charged me $185.07 and even sent me a copy of my invoice to re-assure me. The representative said that I should contact customer care if I had further questions. After e-mailing customer care, I was told that the $50 was a cancellation fee for not cancelling the first within 24 hours. That would not have been possible as the reservation was being made less than 24 hours from the scheduled pick-up time. Additionally, I rented a vehicle from them for the requested dates, so I believe I should be reimbursed the cancellation fee. I have requested this from Routes through their customer care but have not heard back. May I get some help please?

  Business response

  28/07/2022

  Consumer Response /* (2000, 5, 2022/03/25) */ Hello, Routes Car Rental has contacted me and advised me they will be refunding my **** for the charges. Thank you, *****

*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. ↩