ComplaintsforRoutes Car Rental
Auto Rentals and Leasing
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Complaint Details
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Initial Complaint
08/02/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On Nov 11 a little after 8:01pm I reserved a rental care through the website **************************************** with Routes Car Rental. On Nov 12 at 12:06pm I received the ******** confirmation email. I was also notified at that time that Routes did not rent to local residents. So at approximately 12:24pm on Nov 12 the same exact day as confirmation email which came after noon I cancelled the reservation due their policy not to rent to local residents. I also received a phone call from an employee of Routes that same day to explain the same policy and to get more information from me. I explained to the employee that I had already cancelled the reservation and they checked and confirmed. They were not going to rent to me ************************************************************************************* two months later on Jan 21, 2022 there is a charge on my card for $56.55. I reached out to Routes to inquire about the charge and I was informed to email their customer support email at ************@*******ca. I emailed about my concern and no matter how I explained the situation to them they continously said the charges were made according to their cancellation policy. My cancellation was not that of my own doing but I had no choice but to cancel because they were not going to allow me to rent due to their policy of not renting to local residents. *****************************************************************************************************************************************************. *************************************************************************************************************************** I am very unhappy with how the company handled my situation. There was no resolution.Business response
03/03/2022
Business Response /* (1000, 5, 2022/02/09) */ Dear ****** We apologise for the inconvenience caused. We completely understand your situation and when we had a check we found that you have made a booking for a Pay on Arrival booking as in order to have a free cancellation you need to cancel the booking at least 48 hours prior to the pickup date. As you are a very valuable customer to us we will have the no-show fee refunded back to you. You will be receiving an email from our customer care team and they will be sending you a consent letter to fill out and once you have that sent back we will have the refund about processed. Consumer Response /* (2000, 7, 2022/02/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
28/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
There is a charge of 56.00 dollars from Routes ************************ on my credit card. I am not sure why this charge has been placed on my account. Back on November 2nd, 2021, I booked a rental car with Routes (*****) via ********* (Confirmation number: **************). When we arrived at the Routes Car Rental (*****) facility on Monday November 8th, 2021 we were told we could not get a rental car from that facility because we were not in Chicago, IL for vacation. Unbeknownst to us, this car rental facility only rents to "non-locals." *************************************************************** We were told by the Routes (*****) staff to cancel the reservation *****************************************************************. ***************************************************************** That same day, I cancelled the ********* reservation as instructed by the Routes (*****) team. The 56.00 dollar charge appeared on my account on January 24, 2022. Over two months after the car rental was cancelled. ***************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** I ordered the rental car when I was still living in California. In addition, without knowing that this rental facility only gives rentals to "non-locals," there was no way that I could have canceled the car in time allotted. I would like these charges reversed.Business response
03/03/2022
Business Response /* (1000, 5, 2022/01/31) */ Dear ******, We apologise for the inconvenience caused. Yes! thats correct we do not rent to local resident as our policy has been stated clearly on the website. As you had made a pay on arrival reservation from the 3rd party website. We at routes as a gesture will refund the amount back to you and you will be receiving a consent letter from our customer care team we would kindly request you to respond back to it so that we can process the refund back to your card. Consumer Response /* (2000, 7, 2022/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
03/01/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I made a Pay-on-arrival booking for a vehicle through Routes online on my phone at 4:38 PM for pickup at 6:00 PM the same day. Upon arrival I was informed that they required a $1500 hold on my credit card which I stated I couldn't do as my card has a credit limit of $1000. I offered to pay the difference with my debit card but the clerk rejected. He then said he would cancel the reservation for me so I wouldn't be charged any cancellation fees. However due to it being 6:01 PM the system wouldn't let him cancel my reservation and directed me to ************@*******ca and told me to contact them with my reservation number and that they would cancel the reservation since I was being denied service. ********************** Customer Care ******************************** refused to cancel my reservation and charged my credit card ********************************************** for the full day rate of the booking. ******************************************************************************************************************************************************************************************************************************************************************************************************************* I explained that I could not cancel 24hrs prior to my reservation since I booked the reservation 1hr and 22minutes prior to pickup. I am requesting is for the company to ******************** refund the charges made on my credit card on Nov 23, 2021 since they denied me services. ******************************************************************************************************************************************************************************************************************************************************************* Rental Charge placed on credit card: $73.92Business response
03/03/2022
Business Response /* (1000, 5, 2022/01/24) */ Dear ********, We apologise for the inconvenience caused. Our policy clearly states that we only accept major credit card and no Debit card for pre - Authorization. The Pre-Authorization amount is also mentioned in our policy and we will be refunding the charges to our card of $73.92. You would be receiving an email from our customer care team to fill out a consent form and once its received we will process the refund. Consumer Response /* (2000, 7, 2022/02/01) */ I am satisfied with the response and no further action is required. Thank youInitial Complaint
27/10/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On April 16th I rented a vehicle from the Ottawa location. It was originally purchased through a third party for $50. When I arrived they told me that it would be more as the cost that the third party advertised was incorrect as it did not include unlimited mileage. So I accepted the increased cost that was $92.24. I returned the vehicle and was told that there would be no further charges as the vehicle was returned in the same condition. I was displeased with the up-charge but moved on. Then, on September 4th I was charged $35.61. A few days later when I realized I asked what had happened and requested a refund. They got back to me and eventually replied that the charges were for roadside assistance and additional drivers. I was the sole driver and always planned to be. Also I have my own roadside assistance. I did not sign up for them and have been asking for proof of my signing up for that. I have been asking that question as well as why it was charged 5 months later back and forth for almost 2 months to no resolve. ******************************************************************************************************************************************************************Business response
03/03/2022
Business Response /* (1000, 5, 2021/11/17) */ Dear *******, We investigated your case the charged on September 4th are result of an billing error the refund of $35.61 will be processed to the credit card on file. Consumer Response /* (3000, 12, 2021/11/30) */ I have not yet received a refund from routes Business Response /* (4000, 14, 2021/11/30) */ Dear *******, We have already processed the refund from our side you will be able to see that reflecting with in 5 to 7 business days. Consumer Response /* (2000, 16, 2021/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) After almost 3 months and hours of my time. I finally received the refund that was charged in error. *********************************************************************************************************************************************************************************************************************************************************************************************************************** Thank you BBB for getting my refund.Initial Complaint
12/10/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Hello, On July 1, I've booked a car using ******* website and they booked me with Routes car rental on July 1, 2021. I picked the car from Routes car rental (*************************** Toronto) on July 2, 2021 at 11am and returned it back the same day at 3pm. I've already paid the full fees to ******* because I booked through them. However, suddenly I've discovered additional charges from Routes car rental on Oct 16, 2021 with amount of $59.16. I've called the company 3 times, but they didn't give me any reason and the proof the extra charges. ******* car rental confirmation - Fri, Jul 2 - **************************** Confirmation ***************Business response
03/03/2022
Business Response /* (1000, 5, 2021/10/14) */ Dear *****, Regarding the charges which took place on the 16th for $59.16 was for 407 Toll Highway Charges. Toll Highway Charges : $30.91 Admin Fee :$25.00 HST : $3.25 Total: $59.16 An email was sent out on September 16th notifying you with the charges. Please find the copy of your contract attached. Any Ticket, Toll or Violations are subjected to an administrative fee in addition to the Ticket or Toll Charges Consumer Response /* (3000, 7, 2021/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't receive any email from you regarding to the charges on Sept 16. Please send me a copy of the original provincial fine ticket. I need to confirm the car, date and time and the place as well. Business Response /* (4000, 9, 2021/10/25) */ Dear *****, ************ the 407 toll record and Rental Agreement. *************************************************************** You had the rental from 7/2/2021 9:27 AM to 7/2/2021 3:06 PM The vehicle license plate Number: ******* The Toll route was used on 7/2/2021 at 10:20 AM and 1:06 PM on the same dayInitial Complaint
17/09/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On April 22 2021 I rented a car from Routes Car Rental in ******* CO. They charged me a different price than agreed. I did dispute that and they reimbursed me. Then fast forward 4 months later. On Aug 7th they charged me $500. I have not even rented another car. When I first wrote them, their reply was my bank had a hold and to contact the bank. I did contact the bank. That was not true. Later they said there was damage to the car. There was not. Someone actually checked in my car (and looked it over) without any problems. I have several emails from representatives from Routes. I am waiting for a manager to call me back after several days. When I called today, you cannot get the office but only speak to a rep somewhere else because they have phone lines down today. *******************************************************************************************************************
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Contact Information
Customer Complaints Summary
236 total complaints in the last 3 years.
75 complaints closed in the last 12 months.