Reviews

This profile includes reviews 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

  3901 Mannheim Rd Schiller Park, IL 60176

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  Routes Car Rental USA Inc

  17411 E 81st Ave Commerce City, CO 80022

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  Routes Car Rental

  130 588 Aero Dr NE Calgary, AB T2E 7Y4

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  Routes Car Rental

  8443 McCoy Rd Orlando, FL 32822

Review Details

• Review fromAmber E

  Date: 05/07/2025

  1 star
  Worst car rental experience of my life!! 2+ hr wait, they **** everyone by refusing to take personal rental insurance and charging additional $266.00. For their insurance . I prepaid 426.00 for an SUV for 4 days. . Then they said they didn’t have one and gave me a much smaller car and wouldn’t refund the difference. The car was very dirty with body damage. On top of that they still charged my card an additional 266.00 even after showing my declaration page… an insurance card is not enough.

  Routes Car Rental

  Date: 17/07/2025

  We’re very sorry to hear about your recent experience, and we sincerely apologize for the frustration and inconvenience this caused. What you’ve described is certainly not the standard of service we aim to provide.

  
  

  Regarding the insurance charges — while we do accept personal rental insurance, we require a valid insurance declaration page that clearly outlines rental car coverage, which may differ from a standard insurance card. That said, if you believe you provided this documentation and were still charged, we would be happy to review this further and make any appropriate adjustments.

  
  

  In terms of vehicle availability and condition, we acknowledge that this falls short of expectations, especially when a specific class was pre-booked. If an SUV was not available and a smaller vehicle was issued, you should not have been charged the full SUV rate — and we absolutely want to address this.

  
  

  Please contact us directly at ************@******.ca with your reservation number and any supporting documents. Our team is committed to investigating and resolving this matter as quickly and fairly as possible.

  
  

  Thank you for bringing this to our attention. Your feedback helps us improve and better serve our customers.

• Review fromMilad Shakouri Kalfati

  Date: 04/07/2025

  1 star
  I had a very frustrating experience with Routes Car Rental, and I would not recommend this company to others based on my experience.
  First, I booked a car directly through their official website about a month and a half before my reservation date. What I didn't know—and was never clearly told—was that once you book through their own site, you completely lose the ability to cancel or modify your reservation. There is no option to change the booking, and it cannot be cancelled online or over the phone. The only way to “cancel” is simply not to show up, which then results in a massive cancellation penalty.
  Here’s the ridiculous part: if you don’t show up, they charge you **a minimum of $75**—and if the daily rental rate on that day is higher than $75, they charge **you the full amount**. On the day I was supposed to pick up the car, their walk-in daily rate had surged to **$450**. So, if I hadn’t shown up, I would have been charged more than my entire trip cost just for not picking up the car. That’s outrageous.
  To make matters worse, if I had booked the same vehicle through a third-party site like ******* or *****, I would’ve had full flexibility to cancel or modify the booking, often without any penalty. Not only was I punished for booking directly, but I was also left with no recourse.
  And if that wasn’t enough, a few days after I returned the car, I was hit with an additional $5 toll fee (which I understand), plus a $25 administration fee, plus tax on the administration fee. That’s a lot of nickel-and-diming for something that was never clearly disclosed.
  This level of non-transparency feels incredibly *********. I’ve rented cars all over the world and never had such an inflexible and money-grabbing experience.
  This will absolutely be the last time I rent from Routes.

  Routes Car Rental

  Date: 17/07/2025

  Thank you for taking the time to share your experience, and we sincerely apologize for the frustration and inconvenience you encountered.

  
  

  We understand how upsetting it can be to feel misinformed or restricted in your options, especially when making plans in advance. We strive to be transparent in our policies, and we're sorry if the non-refundable nature of direct bookings was not made sufficiently clear during your reservation process. That feedback is important, and we are reviewing how this information is communicated on our website to ensure it's more visible and better understood.

  
  

  Regarding the cancellation terms: reservations made directly through our website are offered at discounted rates and marked as non-cancellable to provide customers with the best pricing available. However, we recognize that flexibility is also valuable, and we appreciate you highlighting the difference between booking direct and through third-party platforms. This comparison is helpful for our ongoing policy evaluation.

  
  

  As for the toll and administrative fees, we do our best to disclose these details in our rental agreement and during pickup, but we acknowledge that the additional charges can feel unexpected if not clearly outlined. Your comments about how these were presented are being reviewed internally for improvement.

  
  

  We genuinely regret that your experience did not meet expectations, and we’d like the opportunity to make this right. If you're open to further discussion, please contact us at ************@******.ca with your reservation number. We’d be happy to review your file in more detail.

  
  

  Thank you again for your feedback — it helps us improve both our policies and how we communicate them to our valued customers.

  
  

   

  Milad Shakouri Kalfati

  Date: 23/07/2025

  Dear Routes company Team,
  Thank you for your detailed response and apology.
  While I appreciate your explanation of the policies and your intention to improve communication, I must express that the core issue remains unresolved on your end.
  As a customer, I relied on your platform and trusted the information provided at the time of booking. The non-refundable nature of the reservation and the additional toll and administrative fees were not clearly communicated upfront, which caused significant inconvenience and frustration.
  Requesting that I reach out with my reservation details again feels unnecessary since you already have access to my booking information. I expect proactive customer service that takes responsibility and works toward resolution without adding extra steps for the customer.
  I am open to resolving this matter but would appreciate if you could initiate the next steps directly with me rather than shifting the burden back onto the customer.
  Thank you for your attention to this matter. I look forward to your prompt and effective response.
  Best regards,
  ***** ******** *******

• Review fromJeannette D

  Date: 30/06/2025

  1 star
  DO NOT RENT THROUGH "ROUTES RENTAL CAR !" This was by far the WORST, ***** * UNPROFESSIONAL EXPERIENCE I have ever had!
  I Booked through ********* & quoted 250.00 for the weekend & charged close to 900.00 with hidden fees & unexpected deposit .
  We arrived to ****** *** had to take a shuttle 20min away to location and had to wait 2.5 hours before we could get a rental. There were over 50 people in the lobby waiting & we were informed they were out of cars which was poor management .
  Because the company was based outside of the US, several of employees couldn't speak the language well so it was very difficult to understand and they could care less about customer service & didn't address you professionally. If we had questions since lots of the information had changed since booking they were telling us it was not their problem but the 3rd party's and wanted to dismiss the information
  When we returned the vehicle the process was to leave the keys in the dash & go about your day. . I had questions since the beginning of the rental process was so shady so I wanted a receipt & make sure they knew the tank was full. They ignored my request. There was a young lady sitting in the front seat so I asked if she was checking in my car, she ignored me the entire time and was on her phone texting and not once looked up or acknowledged me. After persisting she finally verbalized everything would be emailed. I still haven't gotten an email & when I called to ask for it I was told they couldn't do anything about it.
  So end of story it looks great upfront but I fear I will be paying close to 900.00 for a rental that should have only been 300.00 for the weekend. ***** ** *** *** ******* ** ***** **** **** ** ***** ** * *** ******** ********* *** ** ***** ****** ******* *** ** ** ********** **** ** *** *** **** * **** ******* ******** *** *** * ****** **** *** ***** ** *****

  Routes Car Rental

  Date: 17/07/2025

  We’re very sorry to hear about your experience and understand your frustration. A long wait time and lack of clear communication are not acceptable, and we are addressing these issues with our Denver team.

  
  

  Charges from third-party bookings can sometimes differ from expectations due to added fees, deposits, or insurance requirements. We’re working to improve transparency with our partners to avoid confusion.

  
  

  We also apologize for the poor service at vehicle return. This is not the level of professionalism we strive for.

  
  

  Please contact us at ************@******.ca with your reservation details so we can investigate further.

• Review fromAmy D

  Date: 29/06/2025

  1 star
  The clear convinced me to switch to their insurance saying I would still be covered 100%. then had me sign that 6pt type that cancelled out my insurance coverage with a $4500 deductible. I had 100% insurance and he said theirs would be more "seamless." ******** - theirs was a $72 add on fee that ended up costing me $650+ when the car was broken into. **** *** *********** ***** ******

  Routes Car Rental

  Date: 17/07/2025

  We’re sorry to hear about your experience and truly regret any misunderstanding regarding our insurance options. It’s never our intent to mislead customers, and we take your feedback seriously.

  
  

  Our staff is trained to explain coverage options clearly, but we understand this situation has caused frustration — particularly with the deductible and additional costs following the break-in. We are reviewing this internally to ensure better clarity and transparency.

  
  

  If you'd like us to look into your case further, please contact us at ************@******.ca with your reservation details.

  
  

   

• Review fromTom M

  Date: 28/06/2025

  1 star
  I had an extremely upsetting experience with this company at their Orlando (MCO) location. I arrived after a long flight *** ** * ***** ** *** ******* Even though I had a confirmed reservation booked through *******, along with both inbound and outbound flight information, the staff refused to honor it, claiming it wasn’t a valid round trip.
  Four employees surrounded me and started ******* over me while I was trying to explain. When I finally asked them to stop and let me speak, they accused me of being ****. They denied me service, refused to help me return to the airport, and forced me to walk off the property alone with my luggage.
  This was one of the most unprofessional and hostile customer service experiences I’ve ever encountered. I do not recommend this company to anyone.

  Routes Car Rental

  Date: 17/07/2025

  We are truly sorry to hear about your experience at our Orlando (MCO) location, and we extend our sincerest condolences for your loss.

  
  

  What you described is deeply concerning and not reflective of the standards of professionalism and empathy we expect from our staff—especially in difficult circumstances. We take allegations of disrespectful or aggressive behavior very seriously, and we are urgently reviewing this incident with the local team.

  
  

  Regarding your reservation, we understand the importance of clear communication, particularly when travel details are involved. If there was confusion about the round-trip requirement, it should have been handled calmly and respectfully—not with confrontation.

  
  

  We sincerely apologize for the distress caused and the inconvenience you experienced. We would appreciate the opportunity to investigate this further. Please contact us at ************@******.ca with your reservation details.

  
  

   

• Review fromGerardo M

  Date: 28/06/2025

  1 star
  ** * ***** **** **** **** ***** * ******
  This review is for Routes car rental in Puerto Rico.
  STAY AWAY!
  We waited more than 4 hours in line, just to find out they were out of cars. They overbook, have no cars for you, so employees disappear from the front desk until they get a car returned and are able to rent it back.
  We had a PAID reservation for a minivan, and we had to take a smaller car (that was just returned) because they were unable to tell us when a minivan was going to be available. This after more than 4 hours waiting.
  To make it worse, the SUV we rented was infested with roaches.
  AGAIN, **** *****

  Routes Car Rental

  Date: 17/07/2025

  We sincerely apologize for your experience at our Puerto Rico location and understand how upsetting this situation must have been — especially after a long wait and with a confirmed reservation.

  
  

  Overbooking is never our intention, but during peak travel times, delays in vehicle returns can unfortunately lead to availability issues. That said, waiting over four hours and being offered a smaller vehicle is unacceptable, and we are reviewing staffing and fleet management at this location to prevent future occurrences.

  
  

  We are also deeply concerned about the condition of the vehicle you received. Cleanliness and vehicle quality are top priorities for us, and a report of pest infestation is completely unacceptable. We are investigating this claim and taking corrective action with the local team.

  
  

  We value your feedback and would like the opportunity to make this right. Please contact us at ************@******.ca with your reservation number.

• Review fromCatherine H

  Date: 26/06/2025

  1 star
  ********* ********** Refusal to Resolve Valid Dispute
  My recent experience with Routes Car Rental was marked by blatant dishonesty, coercive upselling tactics, and complete disregard for customer service.
  Despite having valid insurance coverage through *********** — which I confirmed in advance and later re-confirmed with documentation — I was pressured into purchasing additional CDW coverage. The agent refused to call the insurer to verify coverage, instead insisting that I had no choice but to purchase their insurance. I have since provided both the declarations page and the full policy, highlighting relevant clauses showing transferability of coverage, yet Routes has made no effort to refund the improperly charged amount.
  To make matters worse, we were charged a $90 “smoking/odor” fee after returning the vehicle in clean condition. Neither I nor my husband smoke, and no pets traveled with us. The employee who received the car did not inspect the interior and only asked about damage before rushing us onto the shuttle. No mention of any issue was made at the time of return, and no documentation or photographic evidence has been provided to justify this fee.
  The lack of integrity, transparency, and professionalism demonstrated by this company is deeply concerning. My attempts to resolve this directly have been met with silence or refusal to acknowledge the facts. * ** ******* **** ****** ** **** ****** *** ******* **** *** *** ******** ************* ***** ********* ********** ********** ********* ******

  Routes Car Rental

  Date: 17/07/2025

  We sincerely regret the experience you’ve described and appreciate you taking the time to bring these concerns to our attention. We understand how frustrating and disappointing this situation has been for you, and we take your comments seriously.

  
  

  Regarding the CDW insurance issue, we do accept valid third-party insurance when appropriate documentation is provided. If our staff failed to adequately review or accept your proof of coverage, that is not in line with our policies. We apologize for the pressure you felt and will conduct a thorough internal review to ensure our team is following proper procedures and communicating clearly

  
  

  We also take your concerns about the $90 odor fee very seriously. This fee should only be charged when clear evidence supports it. If that evidence was not documented or communicated at the time of return, we agree that this charge requires immediate review. We are investigating this further with the local team.

  
  

  Please reach out to us directly at ************@******.ca with your reservation details if you haven’t already. We are committed to resolving this matter fairly and transparently.

  
  

   

• Review fromOlawale A

  Date: 24/06/2025

  1 star
  Routes Car rental, Schiller Park, Chicago Illinois ** *** ***** *** ****** ******* * **** **** *** ** **** ****. I rented a car through *******, to be picked up at 12:01 am on June 20th, 2025, only to get to the Airport at midnight and the rental company was telling me and about five other clients picking up a vehicle that they have no inventory. To make matters worse, they would not refund us and asked us to call ******* for refund. We called ******* and ******* is saying they have been trying to reach Routes car rental for my refund but could not reach them. I still dont have my money now after what they put us through at midnight in a state that I'm visiting. I will never do business with this company or ******* ever again *** ***** ****** ****** ******* ** ***.

  Routes Car Rental

  Date: 17/07/2025

  We sincerely apologize for the inconvenience and distress you experienced at our ******** Park location. Arriving for a confirmed reservation and finding no available vehicle is unacceptable, and we understand how frustrating that must have been — especially late at night and while traveling.

  
  

  We are actively reviewing this incident with our local team and working to improve communication between our company and third-party partners like Expedia to prevent such issues in the future.

  
  

  Please contact us at ************@******.ca with your reservation details so we can assist in resolving the matter and processing your refund.

• Review fromMatthew C

  Date: 23/06/2025

  1 star
  **** ***** ** * ****** Charged me for daily rental after I had already prepaid through *********. Then they said I had to buy their insurance. Showed them a copy of my insurance and that it covered rental vehicles. Said they were going to refund that part but never did. No one will answer a phone or an email. *** **** **** **** ** ******* *** ****** *** **** ***** *** *** * **** *****

  Routes Car Rental

  Date: 17/07/2025

  We’re sorry to hear about your experience and appreciate you bringing this to our attention. We understand how frustrating it can be to face unexpected charges, especially after prepaying through a third party. While we do accept personal insurance with proper documentation, we regret if this was not handled appropriately and are reviewing the matter internally.

  
  

  We also apologize for any difficulty reaching our team and would like the opportunity to resolve this. Please contact us at ************@******.ca with your reservation details so we can investigate and assist further.

• Review fromI. C.

  Date: 12/06/2025

  1 star
  The worst car rental experience I’ve ever had.
  Routes Car Rental in San Juan, PR charged me over $200 after I returned the car, falsely claiming it was “extremely dirty.” That phrase was repeated in all of their written communication — even though they sent me photos of the car that clearly showed it was returned in good condition. No trash, no damage, no excessive dirt. Just a normal, used rental.
  To make matters worse, they also double charged me for insurance — something I only caught after reviewing my final bill. When I reached out, customer service was completely dismissive and refused to acknowledge either issue.
  Their claims were factually incorrect and contradicted by their own evidence. The entire experience felt dishonest *** ********** **** ****** **** *** **** *** **** ***** ***** **** * ******* **** ****** ***** ****** ** *** ******

  Routes Car Rental

  Date: 17/07/2025

  We’re sorry to hear about your experience at our San Juan location and appreciate you bringing these concerns to our attention. We understand your frustration regarding the cleaning charge and take claims of incorrect billing seriously. If the photos do not support the fee, we will review this matter thoroughly.

  
  

  We also regret any duplicate insurance charges and are committed to correcting any billing errors. Please contact us at ************@******.ca with your reservation number so we can investigate both concerns promptly and work toward a fair resolution.

  I. C.

  Date: 31/07/2025

  I have submitted an email as requested. Please note that the insurance claim in previous correspondence with your customer service team has been ignored. The photos shared in the email thread disprove the claim that Routes is making. I am hopeful that this matter be resolved - as anything short of a refund for the cleaning fee and double insurance is unjust.
  Thank you for your time.