Complaints

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:03/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car at Mex Rent a Car (part of Oneswitch) through Expedia. I paid the rental through the website and on 02/10/2024 I went to pick up the car. After making me wait for 2h in line (it was almost 1AM), they tell me at the counter that my insurance (which I have attached) does not cover liability and that I have to buy theirs. I point out that my insurance does indeed cover liability (attached) and that I refuse to pay their insurance. At the point, very tired and frustrated, they make me sign several documents and introduce the credit card for what I thought was a deposit charge only. Instead I realize the following day they charged me with an insurance and other charges I did not want and I did not approve. I respectfully request such additional charges to be refunded.

  Business Response

  Date: 05/28/2025

  Thank you for your message. I'm writing to address the concerns raised in your complaint.
  

  First, I apologize for any inconvenience caused by wait times. During busy periods, there may be delays, but please know that all customers are assisted in the order they arrive, and we do our best to serve everyone as efficiently as possible.
  

  Regarding the insurance coverage, the agents statement was in reference to the absence of Collision and Comprehensive Coverage, which is mandatory for renting a vehicle. While your policy does include Liability Insuranceas is standard with most auto insurance policiesit does not include the required Collision or Comprehensive coverage.
  

  As noted in the declaration page you provided, there is no indication of Collision or Comprehensive coverage. Because of this, you were required to purchase our Collision Damage Waiver (CDW), which includes a $1,000 excess. This is standard policy for customers who are unable to provide proof of full coverage for physical damage to the rental vehicle.
  

  The signed rental agreement, which you acknowledged and submitted, clearly outlines our terms and conditions, including that all sales are final. You completed the full rental period, and throughout that time, we fulfilled our obligations by providing you with the vehicle and insurance coverage under the terms agreed upon.
  

  Given these circumstances, and the fact that the service was fully rendered as contracted, no refund or credit is due.
  

  If you have any further questions or concerns, we would be happy to address them.

   

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 21427527
  
  I have no intention to drag this further: it is sufficient to read the list of complaints to understand how this business is run. I will not be using this service again in the future, and it looks like a lot of people will do the same. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 07/17/2025

  Greetings,

  I hope this message finds you well, I believe there might have been a miscommunication on what coverages you did or did not have.

  Liability coverage on a insurance policy is mandatory. Taking a look at your declarations page I can see that you have liability insurance. What you do not have is Collision/Comprehensive Coverage, that is what transfers over to rental vehicles. 

  On your rental agreement the product/coverage purchased states (CDW) which stands for Collision Damage Waiver. Therefore, what you purchased through us is Collision Coverage not Liability.

  We apologize for the miscommunication. 

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car on March 4 at 1 switch car rental. I requested a compact car I received and ****** Corolla which in the dealership its considered a compact car. I was never asked it I want an upgrade if the ****** Corolla is not a compact car. In the invoice it also say that I have an SUV I dont think a Corolla is a suv.

  Business Response

  Date: 05/28/2025

  Greetings,

  I hope this message finds you well, this complaint was filed at the wrong location.

  We respectfully ask you to withdraw this complaint.

  This BBB profile is for the Miami Location, and you rented at the ******* Location.

  As we were not the ones who rented you the vehicle.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 21424344
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/17/2025

  Greetings,

  Once again, this complaint was filed to the incorrect location. We were not the location that rented you the vehicle.

   

   

• Initial Complaint

  Date:02/29/2024

  Type:Customer Service 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.

  Cofirmation number EAPP841643, Expedia Itinerary - ************** We rented a car from Routes on 2/22 and arrived at their facility 20 minutes EARLY, for our 11AM reservation. The line of customers was out the front door and by the time we got to the counter, they told us our reservation was cancelled BECAUSE we were late for our reservation! We pointed to the customer line and explained that we were in line for 1.5 hours! (as was everybody else). The whole room was complaining and many people like us, were turned away, AND not offered a refund! This was Routes problem that created this by being understaffed and not recognizing or caring about people that had waited in excess of 1.5 hours in line! Our complaint cannot be the only 1 on 2/22 for this issue. This business should be shut down in my opinion...

  Business Response

  Date: 02/29/2024

  Dear BBB,

   

  After reviewing and investigating the customer concern we have identified that this booking and rental was not provided by Routes Car Rental Corporate. This was provided by One Switch Rent a Car and we would kindly request you to transfer this  Review/ Case to One Switch Rent a Car.
  
  
  Address for One Switch Rent a Car: ***************************************************
  
  
  Phone Number: ***************

  Business Response

  Date: 05/28/2025

  Greetings,

  Please withdraw this complaint as it has been filed under the incorrect location.

  This BBB profile is for Routes ******

  The location your reservation was for is Routes *****. Please file the complaint with them.

  They have a different BBB profile. This negatively impacts us as we had no part in your reservation.

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a rental car in December of 2023 (12/19/23) via Expedia to rent a car via Routes. The process to book the car was easy. However, the process to pick up the car that I had paid for was anything but easy. This rental car company appears legit due to its connections to Expedia, Travelocity, and other travel companies. But, it feels like a scam because only 1 or 2 people walked away from that business with the car that they booked and paid for. My friend and I booked a car to get to *****, ******* from ***** for a wedding. We got to the airport on time and got down to the rental car pickup with plenty of time. We waited nearly an hour just for the shuttle to come to pick us up to get our car. Our booking email included a number to call in order to get the shuttle. When we called the number, we merely got directions as to where the shuttle would pick us up and an option to hit a number in order to request an immediate ride. We did select that option only to be greeted with a message that said that we were 3rd in line to talk to a representative and it would be a 20 minute wait. Finally, the shuttle arrived and brought us to the location. As I waited in line I saw about 90% of the people in front of me walk away without a car. The business required the declaration page from your insurance, not only proof of insurance, and their system deletes your booking once it has been more than an hour since your "pick up time." I estimated a pick up time that was 30 minutes after my flight landed, giving me plenty of time to de-board and get to the rental car location. By the time I got to business, it was more than an hour after my pick up time meaning that I had lost approximately $75 and did not receive a car. This location is very obviously a scam and needs to be disconnected from travel websites. People are losing money and then are forced to find other transportation which might cost hundreds more dollars.

  Business Response

  Date: 02/29/2024

  Dear BBB,

   

  After reviewing and investigating the customer concern we have identified that this booking and rental was not provided by Routes Car Rental Corporate. This was provided by One Switch Rent a Car and we would kindly request you to transfer this  Review/ Case to One Switch Rent a Car.
  
  
  Address for One Switch Rent a Car: ***************************************************
  
  
  Phone Number: ***************
  
  

  Business Response

  Date: 05/28/2025

  Greetings,

  Please withdraw this dispute as it has been filed under the wrong location.

  This BBB profile is for our Miami Location.

  The location you rented from is ******

   

   

• Initial Complaint

  Date:02/27/2024

  Type:Customer Service 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.

  On 1/13/2024 I rented a vehicle from this company on 1/16/2024 I returned the vehicle clean, fueled and free of any new damages I have not received my $250 deposit I have waited 30 business days but this company has not refunded my 250 I have video showing the return so there wouldn't be any discrepancies as far as fuel,mileage etc. I never drove on any toll roads so there were no addition charges. The rental agreement number is ******. I am only requesting this company refund my $250 deposit.

  Business Response

  Date: 05/28/2025

  Greetings,

  We apologize for the delay on the return of the security deposit.

  However, the complaint you filed is under the wrong location.

  You rented from the ******* Location, and this BBB profile is for the Miami location. 

  As we did not have any part in renting you the vehicle, please withdraw this dispute.

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we rented a car from one switch after the usual double the price we were quoted as others have said it gets worse. we drove to ************* that night the next morning the car would not start. I called one switch and was told that I was 4 hours away and that I should call AAA and pay for the service call, he kept saying ''customer responsibility'' I said you give me a car that does not run and I have to pay to get it fixed. He said it was running when you left here. I asked to talk to a manager and of course one was not in. we got a jump start and went to **** club and got a battery pack car jump thing for $95. I was not going to buy them a new battery. We had to jump start the car every morning and a few times during the day. IT cost $200 for the service call to get jump started and he checked the battrey and told us we needed a new one. They also said to bring the car back with the same amount of gas and he said it had 6/8 of a tank while it was really just over half also said we tock the car out at 5pm when it was closer to 6pm. car also had a flat tire we had to fix for $25.

  Business Response

  Date: 03/20/2024

  Dear customer,

  We sincerely apologize for the challenges you encountered during your recent rental experience with us. We understand the frustration caused by unexpected issues with the vehicle and the inconvenience it caused you.

   To address your concerns, we would like to clarify some aspects of our rental process. It is mandatory to purchase collision insurance to rent a vehicle from us. In your case, since you did not have insurance, we provided our own insurance option, which you accepted at the time of rental.

  When you contacted our customer service line regarding the car trouble, we offered you the option to return the vehicle to our location for inspection by our mechanics. If the vehicle had any pre-existing issues, we would have promptly addressed them and refunded your reservation accordingly. However, you chose to continue using the vehicle until your drop-off date without notifying us of any issues.

  Upon returning the vehicle, you did not report any problems or provide receipts for the expenses you incurred. Unfortunately, without documented proof, we are unable to compensate you for any expenses related to the vehicle issues.

   The vehicle was rented out the next day without any reported issues, indicating that it was in good condition. However, we take your feedback seriously and would like to assist you further. If you could provide any additional information or documentation from your rental period, we would be more than willing to review your case and offer assistance accordingly.

  Once again, we apologize for any inconvenience caused and appreciate your understanding. Please feel free to reach out to us with any further details or concerns.

• Initial Complaint

  Date:02/13/2024

  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.

  Rental Agreement # OSRCMIA - ****** for "Medium SUV | Jeep Grand Cherokee or similar" (36.3 ft cargo capacity behind rear seats) but received Small SUV | ****** Kicks (25.3 ft cargo capacity behind rear seats proved insufficient to accommodate four adults with luggage). Staff refused to review my inspection sheet at check-out on 2/5/24 to confirm the noted scratches and dents, avoiding accountability. I returned the vehicle on 2/7/24 in equivalent condition with a full tank (having refueled at ********** *********************************** en route) as confirmed by staff, who did not share their inspection sheet, avoiding accountability. On 2/8/24 I received an "**URGENT** Car Rental Overdue" Email, to which I replied with a photo of the staff who had checked it in. They subsequently "found" their vehicle but claimed the tank was only 1/8 full and inappropriately charged $93.80 to my credit card. As of 2/13/24, they have failed to reply to Emails sent to **************************** on 2/8/24, 2/9/24, 2/12/24.

  Business Response

  Date: 03/20/2024

  Dear customer,

  We deeply apologize for the inconvenience and frustration you experienced during your recent rental with us. We strive to provide accurate vehicle categorizations and ensure customer satisfaction, and we regret that the *** provided did not meet your expectations.

  Regarding the issue with the vehicle's fuel level upon return, we appreciate your prompt communication with our **************** Line. We have thoroughly investigated the matter and have issued a refund for the inappropriate charge to your credit card. We understand the importance of transparent and fair billing practices, and we apologize for any inconvenience caused by this error.

  We value your feedback and take your concerns seriously. As a gesture of goodwill, we would like to offer you a 1 Day rental voucher for free in your next rental with us. We hope this gesture demonstrates our commitment to resolving your concerns and regaining your trust.

  Once again, we apologize for any inconvenience caused, and we sincerely hope you will consider renting with us again in the future. If you have any further questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 04/08/2024

   
  Better Business Bureau:
  
  I reviewed the response made by the business in reference to complaint ID ******** and find the resolution satisfactory.  The inappropriate charge eventually was reversed, and the offer to comp a future day is a reasonable gesture which I may pursue if it can be confirmed that check-out and check-in practices have improved (e.g.- vehicle prespecification to ensure expectations are met and joint inspection to ensure full accountability with respect to damage, fuel level, etc.).
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent the email below to the Manager of One Switch on February 02, 2024: My name is ****************************. My Booking Number with Economy Bookings is: B35785293. Date of original Reservation was made on 01/13/2024. A Deposit of $225.37 was Charged to my Credit Card on 01/14/2024. This was verified also by my ************************ this morning. Reason for Refund Request below: I reserved a rental car at One Switch Car Rental through Economy Bookings on-line. I made a down payment of $225.37 at the time I made the reservation. I DID NOT purchase the additional auto insurance as I have my own FULL COVERAGE AUTO INSURANCE though ********************* Services. The person at the counter said their company does not accept insurance coverage from my ***************** Therefore, I would need to purchase their insurance which was going to cost more than the actual car rental. Cost of the Insurance was going to be over $500.00. He said since I was renting a car for an extended period of time (Jan 24, 2024 Feb 10, 2024) he understood this was going to be a huge financial hardship and would totally REFUND my deposit. He assured me that he would take care of this refund. I contacted my ******************* this morning and they said their was a Charge on my Credit Card on Jan 14, 2024 in the amount of $225.37. However, there is no Credit showing for this amount. I am requesting a Confirmation that a Credit has been or will be made for this charge. ******************************************************************************************************The message below is the response I received on February 03, 2024:Hi ****,Good afternoon, hoping this email finds you well. We sincerely apologize for the inconveniences you experienced regarding the inability to pick up your reserved car. Upon thorough review, it has come to our attention that your own insurance is not one of the companies we accept. We regret to inform you that we only accept insurance from specific providers, such as: State Farm, Liberty Mutual, Geico, Progressive, All State, USAA, Esurance, Farmers, Travelers, AAA, and Nationwide.Regrettably, as you did not meet this requirement and were unable to purchase the insurance we offer, the reservation had to be canceled. We understand the frustration this may have caused, unfortunately, the reservation amount is non-refundable. We recognize the disappointment this may bring, and we want to express our deepest regrets for any inconvenience.If you have any questions or concerns, do not hesitate to let us know. --Best Regards, ******************* Team *************************************************************************************************This is the response I emailed after receiving *****'s message: *****, Thank-you for the response. However, the young man at the **************** Counter assured me that I would receive a Refund for the ***** amount of the deposit. He specifically stated We cannot charge you for a service we have not provided to you. Unfortunately I did not ask him his name. I plan on going to the One Switch office in-person tomorrow to show him this email. I did not read the online reviews of this company until after I made the reservation. There seem to be a lot of Negative reviews for this company. If only I had read the reviews before throwing my money away!! I am a business owner and would never treat customers this way. You dont take money from people that you did not provide a service to. It is a very poor way to run a business. Sincerely,*************************

  Business Response

  Date: 05/28/2025

  Greetings,

  We apologize for the issues about the insurance not being accepted.

  To address the issue regarding the refund, since the vehicle was not rented the prepaid amount would not go to us. 

  The booking source (economy booking) called us and asked you picked up the vehicle. We told them no, then the refund amount for the prepaid amount will up for them to decide.

• Initial Complaint

  Date:01/25/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  On January 14th I reserved a car at ROUTES Car Rental at their ************* location through their website *********************************. (Confirmation number NRLPD245182). I paid the rental up front to pick it up the following day ($78.26). Unfortunately the same day my credit card was hacked and I went to my bank to report it and get a temporary card. On January 15th I showed up at ROUTES to get the car. I presented my ******* Drivers License, my Insurance and my Insurance Declaration Page. Everything was in order until they said they needed to place a $500 hold against my credit card. I thought it was excessive, but I agreed. When I provided them with my temporary credit card, they said that they could not use it because the card had no chip. I told them to use the cards magnetic strip, but they said their card-reader only works with chips. Since my temporary card had no chip, they refused to rent me the car I had paid for. In light of that, I requested a refund of my money, but the person at the counter told me he could not process a refund, and provided me with a number to call to get a reimbursement. I called that number, and the person on the phone gave me another number. I called the other number, and they gave me another number. After calling 4 different numbers, nobody gave me a straight answer and I still have not received my money back. The last person I spoke with told me that my reservation was non-refundable. I explained that I did not cancel my reservation, they refused to accept payment other that a card with a chip. Worst **************** in my life!!!

  Business Response

  Date: 01/25/2024

  Dear BBB,

   

  After reviewing and investigating the customer concern we have identified that this booking and rental was not provided by Routes Car Rental Corporate. This was provided by One Switch Rent a Car and we would kindly request you to transfer this  Review/ Case to One Switch Rent a Car.
  
  
  Address for One Switch Rent a Car: ************************************************************

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 NextCar rentals, which is doing business as OneSwitch rental. When picking up the car you have the option to purchase a tolls package, which is $15/day. The language in the rental information was very misleading as it leads the customer to believe that the SunPass in the car needs to be activated by the rental agency in order to work. I declined the toll service so that I could pay for the tolls in cash, as I would not be racking up $15/day worth of tolls. A week after dropping off the car, I received a bill for $41.77 (this includes the charging of tolls at a higher rate than I actually paid in cash, plus two "administrative fees" of $14.99). I paid cash at all the toll booths, not thinking the SunPass was active. I contacted customer service for NextCar and *************************, but they are refusing to issue a refund since I don't have receipts for the tolls. I don't believe that I should have to pay for the tolls a second time, when I already paid for them in cash. I am requesting a refund of the tolls and the administrative charge. I called SunPass customer service and they said that someone from the rental car agency can call them to verify, but they are refusing to do that.