Complaints

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

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• 

  Routes Car Rental

  5 - 3687 Nashua Dr Mississauga, ON L4V 1V5

• 

  Routes Car Rental

  3035 Orlando Dr Mississauga, ON L4V 1L6

• 

  Routes Car Rental

  9231 Beckwith Rd Richmond, BC V6X 1V7

• 

  Routes Car and Truck Rental

  2664 Leitrim Road Ottawa, ON K1T 3V3

• 

  Routes Car Rental

  3901 Mannheim Rd Schiller Park, IL 60176

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:27/06/2025

  Type:Product 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.

  I rented a car from Routes 5/30-6/1/25. I made the reservation online. I was able to get the car without difficulty and the car was great. There were additional fees so the car ended up being more expensive than was advertised on the website that I booked thru, but frankly I am ok with that. There was probably fine print I didnt read. HOWEVER, the agent relayed that there was a $500 hold fee, like a deposit that would be returned to me. I have yet to get this money back as of 6/27/25. I have called multiple times - was told it could take 3 weeks. I have emailed. I have since seen other reviews where other folks had the same difficulty getting this deposit back. I just want that money back.

  Business Response

  Date: 11/07/2025

  Dear ****** ********,

  Thank you for your message. Once a rental is returned, the $500 pre-authorization is automatically released by our system.

  We’ve confirmed that there is no hold or pending amount from our end. The return of funds depends on your credit card company’s processing time, which can vary.

  Please check your statement or contact your card issuer. This issue is uncommon, and we’re confident the funds should already be reflected.

   

  Customer Answer

  Date: 11/07/2025

  
  
  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:23/06/2025

  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 rent a car from Routes Atlanta. I returned the car on 28th May. At the time i returned car, company issued me refund of 181.87 dollars as I had returned car 2 days early. I received invoice as attached. I didn't received credit so i have tried to resolve it but didn't get any resolution.

  Business Response

  Date: 26/06/2025

  Dear ********** *********,

  We sincerely apologize for the inconvenience caused and appreciate your patience in this matter.

  After thoroughly reviewing your rental details, we would like to clarify that, as per the terms of the rental agreement, there is no refund applicable for early returns.

  The amount of $44.94 USD that was refunded to your account was due to a correction of an overcharge, not for the early return. This refund has already been processed and should reflect on your account shortly, if it hasn’t already.

  We understand this may not be the outcome you were hoping for, but we remain committed to transparency and ensuring that all charges are in line with the agreed rental contract.

   

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Routes car has issued me invoice wherein it was clearly written to get refund of USD. 181.67 /- for that I have received email from Routes car atlanta ***** *** ******* **** ******** *** *** **** ***** *****. I am fully disappointed with the such way of working wherein having tendency of get more money from customer despite of having clarity.

  Routes car has sent an email for refund . ****** ***** ******** ***** ***** **** **** *****

  
  
  
  Sincerely,
  
  
  
  ********** *********

  Business Response

  Date: 11/07/2025

  Dear ********** *********,

  Apologies for the confusion caused in our initial response.

  We have reviewed the matter again and identified the issue. The refund of $181.67 USD has now been processed and should reflect on your credit card statement shortly, depending on your bank's policy.

  Thank you for your patience, and we truly regret the inconvenience caused.

• Initial Complaint

  Date:20/06/2025

  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.

  I am filing a formal complaint against Route Car Rentals due to deceptive billing practices, serious safety concerns, and unresponsive customer service during a recent rental experience. This occurred on June 16th - June 20th.
  
  At the time of pickup, I was not informed of additional daily charges for insurance and collision coverage (listed on the receipt as BCS and CDW2). These fees were added without any clear explanation. I was not asked whether I wanted these coverages, nor was I told the cost. This lack of transparency led to excessive, unexpected charges.
  
  More concerning was the condition of the vehicle. One of the tires had a nail in it, and the tire was clearly marked by the company, indicating they were aware of the damage before renting it to me. This is a serious safety issue that could have resulted in a blowout while driving. To avoid a dangerous situation, I had to stop daily and pay for air refills, costing me an additional $10 over the rental period.
  
  Adding to the frustration, Route Car Rentals was completely unresponsive to our concerns. Multiple attempts to reach their office by phone went unanswered, leaving us with no support or guidance during the rental period.
  
  I am requesting that Route Car Rentals:
  • Reimburse the $10 spent on air refills due to the unsafe tire,
  • Refund the charges for the undisclosed BCS and CDW2 coverages,
  • Be held accountable for providing an unsafe vehicle and for their failure to communicate with customers.
  
  I urge the Better Business Bureau to investigate these practices and take appropriate action to help protect future customers from similar experiences.

  Business Response

  Date: 10/07/2025

  Dear ******* **********,

  Thank you for bringing your concerns to our attention.

  Upon reviewing your rental details, we would like to clarify that at the time of pickup, you opted for two child seats and also accepted the Collision Damage Waiver (CDW) coverage. These selections were confirmed and signed by you during the rental process. For your reference, we have attached a copy of the signed rental agreement.

  We’re truly sorry to hear about the inconvenience you experienced due to the tire issue. While we did not receive a report during your rental period, we understand the situation and the frustration it may have caused.

  As a gesture of goodwill, we have issued a $50 refund back to your account. This includes the $10 you spent on air refills.

  We appreciate your feedback and sincerely apologize for any inconvenience caused. Please don’t hesitate to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 11/07/2025

  
  
  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. I disagree with the ********* nature of the way their representatives forced me into an insurance contract when my insurance covers it, but it’s typical for these sort of companies and my fault for trusting them with my business. Also, the company is charging me further $16 added to my bill today. So I guess the $34 will at least cover the air I had to put in their tire. It feels like a slap in the face considering the safety aspect they put me and family subject to by not repairing a known issue before renting out the vehicle. Furthermore, I was unable to contact them because they simply do not answer their phones at the MCO location and their corporate responses are outside the US and tell you to call the individual location. While I will accept this I will be recommending blacklisting routes to my company and letting friends/family know. Future renters beware.

  
  
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:19/06/2025

  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.

  To Whom It May Concern,
  
  I am writing to formally dispute a charge and report a deceptive business practice regarding a reservation I made with Routes Car Rental at ****** ************* Airport.
  
  I made a reservation on June 16, 2025, for a rental car scheduled to be picked up on June 18th. Upon arrival, Routes Car Rental refused to provide me with a vehicle solely because I am a resident of Colorado. I was shocked to discover this policy, which was never disclosed at the time of booking.
  
  Despite being denied the service, Routes refused to refund my payment. I was left stranded without a car and had to make alternative last-minute arrangements at my own expense.
  
  This practice is not only unethical, it may violate consumer protection laws under Colorado’s consumer rights statutes, which prohibit deceptive or unfair business practices.
  
  I am requesting a full refund of the amount charged:
  Amount Paid: $126.53
  Reservation Number: **********
  Date of Service Denial: June 18, 5:00pm
  
  ****************** ** *********** ************ 
  Please resolve this issue promptly. If unresolved, I am prepared to pursue additional action through the Better Business Bureau, the Colorado Attorney General, and social platforms to prevent other customers from being misled.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ******** ********** ************ ****************************

  Business Response

  Date: 26/06/2025

  Dear ******** **********,

  We apologies for the inconvenience caused 

  After reviewing the reservation under confirmation number **********, we would like to clarify the following:

  As per our long-standing policy—clearly stated on our official website and disclosed by most third-party booking platforms—our Denver location does not rent vehicles to local residents of Colorado. This policy exists due to specific insurance and operational considerations. We understand the inconvenience this may have caused to you, and we sincerely apologize that this restriction but the policy has been updated on the website please see the screen short for your referance.

  Since the reservation and payment were processed through a third-party agency, they remain the merchant of record for this transaction. As such, we do not have access to directly refund the payment from our side. However, we are more than willing to support the refund process and confirm to the third party that the rental was denied due to the local residency policy.

  We kindly recommend you to reach out directly to the booking source (with whom payment was made) and initiate the refund request. We will fully cooperate with them to ensure the matter is resolved fairly.

  We value every customer and regret the frustration experienced in this instance. Thank you for your understanding.

• Initial Complaint

  Date:10/06/2025

  Type:Product 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.

  My wife reserved a rental car for one week. Oct 12, 2024 to Oct. 19, 2024. Hurricane Milton hit Orlando at approx. 8 30 pm on Oct 9, 2024. My wife and I had ****** train tickets to get us to Orlando Fl on Oct 12, 2024. ****** contacted us on Oct. 10, 2024 and told us our tickets were cancelled as they were unable to get us to Orlando due to the hurricane. Routes has refused to return our money since we were no shows Totally unfair and we want our money back. I am visually impaired and my wife and I are both senior citizens over 75 years old. Your help would be greatly appreciated/Routes

  Business Response

  Date: 23/06/2025

  Dear ***** ****,

  Thank you for your message. First and foremost, we sincerely empathize with the difficult circumstances caused by Hurricane Milton and the disruption it brought to your travel plans. We truly understand how frustrating and disappointing this situation must have been.

  As per our standard policy, reservations that are not canceled in advance and result in a no-show are typically non-refundable. However, considering the exceptional nature of this situation and your longstanding status as senior travelers, we want to do the right thing.

  Please note that your reservation was made through a third-party platform, and in such cases, the third party is the merchant of record. This means that the payment was made directly to them, and as such, they are the only party authorized to issue a refund.

  That said, we are fully committed to supporting your refund request. We will gladly assist the third-party provider with any documentation or confirmation they may require from our end to process the refund.

  We kindly request that you reach out to the third-party booking agency directly, and rest assured we will cooperate with them fully to help ensure a resolution.

• Initial Complaint

  Date:09/06/2025

  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.

  Through *******.com I rented a car with a new rental agency I hadn’t heard of, Routes Car Rental. I made my reservation and read through all policies to make sure all was ok. Once we arrived in *** airport at Routes to pick up our vehicle, the agent said they do not serve Georgia drivers license holders - only non Georgia drivers can rent a Routes car in Georgia. I looked back through all my documentation and it just says one must be 25 years old with a “valid driver’s license.”
  
  The agent would not let me pick up my car without adding a $240 insurance charge to the booking. I asked them to cancel and the agent agreed that they would mark my rental as “not picked up.” They instructed me to call ******* to have them call Routes and Routes would tell them my rental was not picked up and issue the refund.
  
  I did this and ******* said that Routes refused my refund, stating that their policies are clear at the time of booking. I just went into ******* again and walked through the steps of making a booking with Routes and you will see that there is ZERO reference to non-Georgia drivers being ineligible for a rental car with them in Georgia.
  
  I want them to refund me and I want everyone to be aware of this ***** company moving forward.

  Business Response

  Date: 11/06/2025

  Dear. ******** ******,

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience and confusion you experienced during your recent visit to our Atlanta location.

  We understand your concern regarding the Georgia driver's license restriction. As part of our rental policy, we are unable to rent to local residents at certain locations, including Georgia. This restriction is clearly outlined in our rental terms and conditions and is also displayed on third-party booking platforms during the booking process.

  We acknowledge that these details can sometimes be overlooked during reservation, and we will continue working closely with our booking partners to ensure such policies are consistently visible and transparent to all customers before completing a reservation.

  as your booking was made through a third-party platform, we would like to clarify that they are solely the merchant of record and the payment was made directly to them. This means any changes, cancellations, or refunds are fully handled and processed by the third party—not by us.

  While we have no authority to issue a refund in such cases, we will gladly communicate to them that the reservation was not picked up. That said, the responsibility to initiate and process the refund lies entirely with the third-party platform, and we strongly encourage you to follow up with them directly.

  We appreciate your understanding and will continue to provide any assistance needed from our side to help them process your request.

  Customer Answer

  Date: 11/06/2025

  Complaint: ********
  

  Thank you for updating my case to reflect that I did not pick up the rental car. Based on this update, ******* has now overturned their prior decision and processed a refund. Previously, they had stated that Routes refused to authorize the refund due to the booking being nonrefundable. Based on similar customer experiences I’ve reviewed, it seems commonplace for ******* and Routes to deflect responsibility onto each other when issues like this arise—especially when bookings are denied due to Routes’ local renter policy. 
  
  To help prevent future incidents, I respectfully request that you feature this local restriction more prominently on all third-party booking platforms. Currently, the only mention of this policy is buried in the fine print—while the main policy summary simply states “valid driver’s license.” A Georgia resident would have no reason to suspect a valid state-issued license would disqualify them unless they dig deep into your terms.
  
  Under the Georgia Fair Business Practices Act (O.C.G.A. § 10-1-390 et seq.), it is unlawful to engage in deceptive or misleading consumer practices. While I am not alleging legal wrongdoing, I believe the lack of clear notice regarding this local restriction could be seen as a material omission, particularly when it results in a denied reservation.
  
  I fully respect your right to set internal policies. However, because this one is both uncommon and consequential, it warrants clear, visible disclosure before a reservation is confirmed—not as a footnote after the fact.
  

  Improving this transparency would:
  1. Prevent customer frustration and wasted time
  2. Protect your brand from additional negative reviews on platforms like Reddit, YouTube, and Google
  3. Reduce operational friction from escalated disputes at the rental counter
  
  I consider this case resolved but hope my experience helps prevent future misunderstandings and protects other travelers from similar situations.
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:08/06/2025

  Type:Product 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.

  Purchased a 2 day car rental through ******* from the Routes Car Rental location at ******* ***** airport - using a debit card.
  
  Arrived at the rental location and was told that they require a credit card for a deposit. Failed to provide alternative solutions, and refused to issue a refund - telling me that I would have to go through *******.
  
  Refused shuttle service to return me to the airport rental car center for alternative solutions from a different company. Had to get an Uber.
  
  While I waited, I witnessed similar treatment with other customers. Shockingly ********* practice to book rentals, and then turn people away without a refund. I am very surprised that ******* is wiling to put their reputation at risk by including Routes within the companies they represent.
  
  I ended up going directly through ***** - with a Debit card - because I was worried about experiencing the same issue a second time.

  Business Response

  Date: 11/06/2025

  Dear ***** *******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you experienced at our ******* ****** location.

  Please note that our debit card and deposit policies are clearly stated on both our own website and third-party platforms . At our Chicago location, a valid credit card is required for the security deposit, which is a standard industry practice aimed at ensuring vehicle protection. We understand this may have caused unexpected disruption to your plans, and we regret that alternative options were not adequately communicated to you at the time.

  Regarding the refund process, since your reservation was made through third-party platforms, the payment and refund policies are managed by them. However, we will reach out to  third-party platforms on your behalf to support the refund process and provide documentation, if necessary.

  We will also request you to reach out to them from your side for the refund process 

  We are also actively reviewing the service experience you described. We take such feedback seriously and will address it internally to ensure better communication and courtesy is extended to all guests moving forward but this is to let you know that we will not take this lightly and this should not happen with you or any other customer.

  Once again, we truly apologize for the inconvenience caused. 

  Let me know how more you would like us to help you and you can also reach out to me at my email [email protected] if any other concern you have  

  We highly value you and appreciate you sending it to us. 

  Customer Answer

  Date: 11/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  After going back and looking through the policy, I do agree that the information about debit card use is available. But I do not agree that it is readily available in a way that the average consumer would be able to easily find it or be prepared with the correct expectations or preparation. 
  

  I have ******** screenshots from the Routes website where the policy provides the detail about debit card use. It is buried within a significant amount of detail.  I do not see this as being clearly available to the average consumer. 
  

  This, combined with the fact that I was able to use a debit card through the 3rd party to pay for the rental, leads to a clear and reasonable expectation that debit card use would not be an issue.  
  

  Given the disqualifying nature of this specific policy point, there are many ways to make this more obvious throughout the rental process - both with the 3rd party and directly from Routes. An example of this would be to have a pop up box on the 3rd Party site requiring the consumer to acknowledge that a credit card (and proof of insurance) is required at time of car pickup. If the 3rd party refuses this, then Routes can send a follow up email immediately after the rental is secured with these requirements clearly stated as immediate “prepare for your rental” guidance. I received 3 emails from Routes with directions on how to get to the shuttle to get to the location - so this capability is clearly available. 
  

  Lastly, I oppose the statement that rejection of debit card use is standard industry policy. As stated in my initial complaint, I was able to secure the rental through ***** using my debit card. Yes, they required a couple of steps - including confirmation of my return flight to align with the rental dates. But ***** was very amenable to my situation, and there was zero tone of rejection or disqualification.  It was actually incredibly smooth and a non-event.
  

  I greatly appreciate the empathetic tone on the response from Routes. As well as the considerate offer to work towards a refund. On those points, I generally accept the response. But I would ask for Routes to consider the points above regarding ways to make the policy clear and obvious (especially given the disruptive nature of a misunderstanding), and to reconsider their view of industry standard on this specific policy point on debit card use.  For these reasons, I respectfully reject the response and request an additional response to confirm consideration. 
  

  Please know that my intent is grounded on the principle of helping others not go through what I experienced.  I’m blessed to be in a position where I can absorb the negative impact with minimal effect to my life.  However, I think about how this situation could have affected a young family traveling with young children. Or a single mom with a baby trying to make ends meet. I put myself in their shoes in this situation and I find it hard to not get emotional and upset. We, as a society, owe them better than this. And we, as a business industry, based on minimum standards of quality and service, owe them better than this.   
  
  Thank you for the consideration  

  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 23/06/2025

  Dear Mr. *******,

  Thank you for your detailed response and for taking the time to share your experience and suggestions.

  We truly understand your frustration and regret the inconvenience you faced. While our debit card policy is indeed outlined in the terms and conditions available at the time of booking, we recognize that critical requirements like this should be more clearly communicated—especially given the potential disruption they may cause at the time of pickup.

  Your feedback regarding clearer communication—such as prominent alerts or pre-arrival emails highlighting credit card and insurance requirements—is well taken. We are currently reviewing our customer communication process and will explore the feasibility of implementing additional reminders, particularly for bookings made via third-party platforms.

  Regarding your comparison with other providers such as *****, we acknowledge that policies across rental companies do vary. While many do allow debit cards, they often require specific documentation such as proof of return flight, which is not part of our current process. That said, we appreciate your perspective and will consider this in future internal policy discussions.

  We are also grateful for the considerate and constructive manner in which you’ve raised your concerns. Please rest assured that your feedback has been shared with our operations and customer care leadership teams.

  We appreciate your willingness to acknowledge the goodwill gesture in our previous response. Our goal is not only to resolve your concern but also to improve our service for future customers. If you have any further input or would like to continue this dialogue, please feel free to reach out directly at ************@******.ca.

• Initial Complaint

  Date:30/05/2025

  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.

  February 11th 2025 at 5:18PM (which was late on the clock)
  I was charged twice for the same service. They wouldn't take my word that I had my own renter car insurance, and trying to contact my auto insurance customer line the first time I was able to speak with a customer service rep. that was able to tell me what the Routes' employee(s) needed to hear, however when I went to put my smartphone on speaker, I accidentally hung up, when I called the customer service line back I spoke with a different person and I didn't get the same information, the Routes' employee did try to explain to the customer service rep. what they were looking for, however ultimately I needed to pay for auto renter insurance through Routes Rental Car. Once I had returned home from my trip. I contacted my insurance agent about the matter, and she gave me her thoughts. She agreed that I was charged twice for the same service and should reach out about my being refunded; she, my insurance agent also gave me advice on how to avoid this type of ***** in the future.
  I have provided proof of the original booking price of $168.01, Routes' statement showing a total charge on the 11th of $327.30, asking for the difference (when I booked I was asked about needing more/additional insurance I decline then, tried to state the same at the rental counter, they pressed the matter) I just had a recent encounter with ****** rentals and they did not press the matter when I mentioned that I already had insurance/declined to add more. ( so it is not an industry wide practice) I have also added my auto insurance agent's contact info along with relevant insurance timing of this matter, proving that I had paid for coverage that was valid and did not require additional auto rental insurance thus when I was pressured to pay at the rental counter I had paid twice for the same service, and that is ********

  Business Response

  Date: 11/06/2025

  Dear ***** *****,

  We apologies for the inconvenience caused. We have investigated this and we would like to get this resolved for you from our end to make sure this is fixed for you. As a gesture of good well we have sent you a cheque for $100 to your mailing address **** **** **** ** *********** *** ********* ** ***** and should be delivered to you soon 

  Apologies for the inconvenience from our end 

• Initial Complaint

  Date:29/05/2025

  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.

  I rented a car last sunday online FROM routes car rental. When I show up to pick it up they told me because it was a truck (I chose a **** ****) they were not able to rent it because they could not provide collision coverage to me for being a truck. I told them this wasn't not specified on their web page. So they told me to call customer service to ask for refund. nothing more
  
  I did call customer service and they refuse to refund me because I didn't have insurance which is absolutely crazy. According to them I am supossed to have one when in the webpage does not mention anything at all.
  
  If they are renting they are supposed to provide an insurance or not rent this types of cars. I explained it wasn't my fault and that they should warn people about this or they should tell me that day to pick up another car because they were not going to refund me but no. They just keep telling there are not refund even when I went to pick up and the refusal was from them. ** ** * **** ** ** ******* 
  ******** *** **** **** ****** ** the webpage ***** only says you need to bring Valid drivers license, credit card used for booking and passport or id https://********** **** * ** ********* Rental policies when you book the truck ***** also doesn't mention anything about extra insurance.
  
  Also I would accept another car rental if they don't want to refund but it is a **** they don't let me take the car and now they don't want to refund

  Business Response

  Date: 05/06/2025

  Dear ****** *****,

  Apologies for the inconvenience caused.

  We understand your concern but as a good will gesture we have refunded the amount back to your credit card you should see that reflecting on your account with in 5 to 7 business days please check your statement accordingly. 

  We again apologies for the inconveniences caused.

  Customer Answer

  Date: 10/06/2025

  
  
  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.
  
  

  Still I have not any refund after 5 days. I will report on Friday 

  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:28/05/2025

  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 went to pick up my rental and was charged more than my reservation said. They would not give me an explanation why the price changed and refused to honor my reservation price I already paid in advance.
  The. The car they gave me steering went out on me while driving. I then had to take more time out of my vacation go back to the rental company at 6am I received no apology and was offered an exchange. I asked for a discount for being given an unsafe car and missing out on my vacation and they refused.

  Business Response

  Date: 05/06/2025

  Dear ****** *****,

  Thank you for your feedback.

  We have reviewed your reservation and would like to clarify that the charges applied at the time of pickup were correct. The only additional charge was for the Toll Pass, which was opted in at the counter and amounted to $59.24. No other fees or unexpected charges were applied.

  Regarding the vehicle concern, we sincerely apologize for the inconvenience caused during your trip. While the vehicle was promptly exchanged upon your return, we understand the disruption this may have caused.

  As a gesture of goodwill, we would like to offer you a 10% discount on your next rental with us. We hope to have the opportunity to serve you again and provide a better experience.