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:05/12/2023

  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 am attaching the location of ********************************, which is downloaded from the Routes website. The address and phone number matches my booking record, indicating my booking is from Routes Car Rental. Their online booking policy stated that "If you have reserved a prepaid pay now renta will be charged in full at the time of reservation. Your booking will be guaranteed for pickup." Our booked car was canceled due to the claimed "missing 2-hour holding window". 

  Business Response

  Date: 05/05/2023

  Dear BBB,

   

  After reviewing this 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 request you to transfer this Case to One Switch Rent a Car.

   

  Address: ************************************************************

  Contact Number: ***************

  Customer Answer

  Date: 05/12/2023

  We prepaid for a rental car from Routes in full ahead of time at the *************************** on April 29, 2023. The booking and payment was through Expedia.com and the Expedia itinerary number is **************. When we arrived at the Routes counter at ***** internatioal airport, we were told that no car would be provided since we arrived 2 hours and 17 mins at the rental counter (due to flight delay), out of Routes' 2-hour car holding window. We prepaid for the car and don't understand why there is hold window of 2 hours. We also could not find any rule that says 2 hour holding window on Expedia's website about Routes. We demand a full refund plus all the transportation cost incurred to ** because of the canceled rental agreement.

  Business Response

  Date: 05/16/2023

  Dear customer,

  We would like to extend our sincerest apologies for not being able to provide you with the vehicle you had rented. Unfortunately, your reservation was marked as a No-Show as you arrived approximately 2 hours and 17 minutes past your scheduled pick-up time.

   As per our policies, which are clearly stated on the Routes car rental website, any reservation that exceeds a 2-hour delay is considered a No-Show. We understand that unexpected circumstances can arise, causing delays, and we apologize for any inconvenience this may have caused you.

   Regrettably, since we did not receive any communication or information from you regarding your late arrival, we were unable to hold the vehicle for you. Our goal is to provide excellent service to all our customers, and we deeply regret that we were unable to fulfill your reservation in this instance.

  To provide further clarification, we have attached the relevant information from our website that specifies the policy regarding No-Show reservations after a 2-hour delay.

• Initial Complaint

  Date:05/01/2023

  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.

  On January 27, 2023, I made a reservation with Expedia for a 3-day rental car with Nextcar rental car. On the second day the car stopped working. We called the rental company several times also sent a text .After several attempts since no one in this company knew what they were supposed to do, they took all my information and told me they had called a tow truck and they were going to be on our way in about 40 minutes. They also sent me two messages confirming the tow truck was on its way. After an hour of waiting, I called the tow truck company to find out Nextcar had never sent a tow truck, to begin with. I decided to leave the car in the parking and I took a cab to the rental car company to return the keys and let them know about the situation. Four days later a customer agent called me to ask where the car was even though I had advised them about the situation of the car. They told me about all the extra fees that I have to pay since the car wasnt returned on time. they sent me a non-reply email saying that they used the $500 deposit to cover all the expenses (they didnt try to use my car insurance or the alternate car insurance that I bought thru Expedia). The email has no phone number or address to contact them and the person who sent it didnt use only his first name no last name or any other information that identified him as an employee.I notified my bank to try to stop the transaction but it was too late. I have tried to contact this company several times after the incident but it's not possible because they use different names. My rental reservation was only $148.41, plus $65.04 for 300k third-party liability insurance that they obligate customers to pay to rent from them. I was also charged a $500 security deposit, a total of $713 for 2 days of rental .Why did I end up paying an ****% concession recovery fee, parking fees, vehicle license recoup, energy recovery, and extension fees .

  Business Response

  Date: 05/11/2023

  Dear ***********************,

  Thank you for bringing your experience with Nextcar Rental Car to our attention. We deeply apologize for the inconveniences you encountered during your rental period and the subsequent miscommunication that took place. We understand your frustration and would like to address your concerns.

  Firstly, we apologize for the delay and confusion regarding the tow truck service. As you mentioned, our customer service team made arrangements with a towing company based on the information provided. However, we regret that the tow truck did not arrive as expected, resulting in further inconvenience for you. We would like to clarify that the timing and arrival of the tow truck are beyond our control. While our team received information from the towing company about their estimated arrival time, we understand that there was a delay in their response, which further added to your inconvenience. We sincerely apologize for this unexpected delay and the resulting frustration it caused.

  In regards to the battery discharge, we were informed by the Workshop that the lights were left on, leading to the battery issue. We genuinely tried our best to help you in this situation and resolve the problem promptly.

  We would also like to reiterate that we waived all towing costs, parking ticket expenses, and any other related charges associated with retrieving the vehicle from the convention center. Our aim was to assist you during this unfortunate situation and alleviate any additional financial burden. Furthermore, we regret to inform you that you are responsible for the payment of the additional days that the car was left at the convention center. As per our rental agreement, the customer is liable for all rental charges until the vehicle is returned. However, despite our attempts to contact you, we did not receive the exact location of the vehicle. Therefore, we were unable to retrieve it promptly, resulting in additional charges for the extended rental period. We apologize for any confusion or inconvenience caused by this situation.

  Regarding the liability insurance, we apologize for any confusion or misunderstanding. ******************* provides coverage for bodily injury or property damage caused to others in the event of an accident. In your case, the insurance purchased through the booking website did not include liability coverage. Our representative offered you the option to purchase this additional coverage to ensure you had comprehensive protection during your rental period. We understand that this may not have been clearly communicated, and we apologize for any inconvenience caused by this lack of clarity.

  Please be assured that all the emails you received from ** contain the necessary contact information, including emails and phone numbers for our customer service team. Additionally, your rental agreement also includes the same information, allowing you to easily get in touch with **. We apologize if this information was not clearly communicated, and we will ensure that our future communications provide all the necessary details for easy access to our customer service team.

  Once again, we apologize for any inconvenience caused during your rental period. Your feedback is valuable to **, and we will use it to improve our services and communication processes. We appreciate your understanding and look forward to resolving this matter to your satisfaction.

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair 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.

  We rented a car online from them and when we showed up every single client was in a shouting match w their employees. Also they charged us 4 times the advertised price due to all these hidden fees they do not advertise. They put a 500$ hold on our card as is custom which was fine. On our second to last day, the car we were driving accidentally flooded while we were driving. I made the claim w my insurance company right away and called Switch One as well and gave them our claim number and everything as well. Their own employee told us all was fine and to take our flight next day. But I felt it was a bit strange to do it over phone and we had the car seat that we had to return. So we went the next day to their office near ** airport. They had no info on who we talked to on the phone and claimed we had to put an additional hold on my credit card and asked for my authorization. I did not authorize an additional hold as they never told us we had to do that at the beginning and they had 500$ hold already. They were not pleased but said fine, if we did not want to they would not place the hold. When we got out I tried to order uber to go to our terminal and my card did not work. I went back in and asked if they put a hold without my authorization and they said yes and then when I got angry told me to call the police if I was not happy. I have no deductible on my insurance (cibc *****rsa is insurance company) by the way which I showed them. They were rude and yelling and threatening. It felt more like a scam than a real company. Whats worse they literally said they would not place the hold but did it anyways. The whole thing was a nightmare. Thankfully my credit card company told me if they charge anything they will refuse it. I imagine these people are capable of anything. They were vicious and it was a very frustrating end to our vacation.

• Initial Complaint

  Date:04/06/2023

  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.

  On January 14th 2023 we reserved and paid in full 514 USD for a rental car from Routes Car Rental in ***** *******. Pick up was booked for the 2.of April 2023. We then got delayed by 5 hours for the pick up and were told that the company had cancelled our booking and no cars was available. I have later been denied a refund from the company (customer service) with the reason that this falls under their "no-show policy". I have disputed this as we in fact did meet up but with a delay. I did the reservation through Expedia. Expedia car rental confirmation (Itinerary # **************).

  Business Response

  Date: 04/06/2023

  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: 05/01/2023

  As our customer service agent explained to you, our policy clearly states that we offer free cancellation if the customer cancels 6 hours before pickup. However, in cases where the cancellation is made after that or if there is a No-Show, we do not offer a refund, as outlined in our terms and conditions

   We understand that your reservation was marked as a No-Show, as you arrived 5 hours late for your scheduled pickup time. Unfortunately, since we did not receive any information about the delay prior to your pickup time, we were not able to retain any vehicle for you, and we were not able to reopen your reservation once it was marked as a No-Show.

   We apologize for any inconvenience this may have caused, but please understand that our terms and conditions clearly state that any No-Show reservation will not be refunded. While our terms and conditions do not specify the reason for the No-Show, we do require customers to arrive on time for their scheduled pickups to ensure that we can accommodate all of our customers' needs.

  Thank you for your understanding, and please let us know if you have any further questions or concerns.

• Initial Complaint

  Date:03/31/2023

  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.

  This is the third attempt to file a BBB complaint as the first #******** was deemed to be w/ wrong rental company & the second (temp id ****** was assigned to wrong BBB office & never filed. I rented a car through Orbitz (itinerary #**************) & received a confirmation for a Routes rental car (Res ***************** to be picked up in their ***** location. Day of arrival, however, I received a text from One Switch with instructions how to get to the shuttle. I called the ***** location upon landing to tell them we were on the way & to request a shuttle I was told no problem by the desk supervisor. I had a 2 hour pick up window according to the text & the supervisor. I waited for the shuttle with my young children for 30 minutes. Upon arriving at the Routes/One Switch counter I was told I no longer had a reservation & that I was being charged as a no show. I WAS NOT A NO SHOW!! I was actually there within the two hour pick up time limit & the supervisor now was telling me it was actually only a one hour pick up time frame. I showed her the pick up informational text I received stating I had two hours. My pick up time was 11 am and I was standing in front of the agent at 12:45 on 3/13/23. I was given NO OTHER OPTIONS as they had no other cars available. I stood in lobby crying with my kids not knowing what to do since I was offsite from the airport. A woman in the lobby mentioned the **** car rental company across the *********** quickly ran over there with bags &family &was given a car to rent. I then called Orbitz customer service to see if I had been charged or to receive a refund and they were told by the car rental agent that I indeed was charged as a no show, given an alternate option but that I declined.. all lies! I was never given any other option other than to be told I was being charged as a no show and they had no other cars available. See screen shots of reservation noting Routes originally, then One Switch text I received and phone call log.

  Business Response

  Date: 04/20/2023

  Dear *******************,

  We would like to sincerely apologize for the inconvenience and frustration caused by the issue with your reservation. We understand how important it is to have a smooth and hassle-free experience when traveling, and we are truly sorry that we were unable to provide that for you.

  After investigating the matter thoroughly, we have checked our records from the shuttle bus, as well as information from the airport website, and we found that the shuttle on that day and time it did not take more than 25 minutes to arrive. However, we understand that there can be times when traffic or other factors may cause delays, and we apologize for any inconvenience this may have caused.

  We also checked our office cameras to verify the time you claimed to have arrived, and unfortunately, we were unable to find any footage that matches the time and description of your arrival. Based on our records, it appears that you arrived later than the scheduled time of your reservation, which was marked as a no-show at 1:00 PM.

  We understand that this may not be the resolution you were hoping for, and we apologize once again for any inconvenience or frustration caused by this situation. Please know that we value your business and will do our best to ensure that any future interactions with our company are more positive and successful.

  Kind regards, 

• Initial Complaint

  Date:03/07/2023

  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.

  Date of Transaction: 2/18/2023 Amount Agreed to Pay Per Contract: $170.31 (See ************* contract Attached)Amount of Money Paid: $428.25 (see new Routes Rental/One Switch rental attached with added fraudulent fees)I reserved a vehicle online through ************* website. I prepaid for the entire rental up front in the amount of $170.31. I waived the companys insurance because I have full coverage car insurance with rental coverage. Upon arriving to pick up my reserved and prepaid vehicle, the company charged me an additional $257.94 because I was using my own insurance in addition to the Deposit of $500.00. I was basically lured in under the pretense that I was all taken care of and promised that I had prepaid for my contract and then when I was already at the rental location, I was conned into paying more money or the company would not release the rental to myself and my family. We had all the required documents, proper insurance, everything necessary to pick up our rental. This is fraudulent and illegal. Please, help!

  Business Response

  Date: 03/27/2023

  Dear Valued Customer,
  
  We express our deepest regret to learn that your recent experience with our services did not live up to your expectations. Please accept our sincerest apologies for any inconvenience or dissatisfaction caused.
  
  After conducting a thorough review of your reservation, we have taken appropriate measures in line with our customer satisfaction policy. As a result, we are pleased to inform you that a full refund of the amount paid at the counter has been approved.
  
  Kindly find attached the refund receipt for your reference. We sincerely hope that this resolution meets your expectations and that we can continue to count on your valued patronage.
  
  Thank you for bringing this matter to our attention, and please do not hesitate to contact us should you require any further assistance.

• Initial Complaint

  Date:02/11/2023

  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.

  The company is a complete scam. They provide you with a quote for renting the car and then when you get there they charge you more than double the promised cost. Every patron in the place had the same experience. Also in front of the store they have several names. It is clear they keep changing their name to avoid having people know the actual name of the business. This is the worst form of bait and switch because they have you far from the airport and you are trapped.Please note that I named the evidence what it is to show the evidence of this complaint.I would like a refund of $ I96.12! I am happy to pay the $125.33 that I was informed I was supposed to pay but not the $321.45 that I was charged. I want a refund for the difference.

• Initial Complaint

  Date:02/09/2023

  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 from nextcar January 18 to the 22nd 2023. I agreed to the $500 deposit processed through one switch. I signed their deposit agreement that once the car was returned the hold would be lifted within 2 weeks. It was not a hold on my card like most deposits. They charged my card on January 18th the full $500. It has now been 3 weeks since i returned the car and have not recieved the money back. I tried to call oneswitch but the refer me to an email address. I have emailed with no response. I have time stamped videos and pictures before and after i rented the car both interior and exterior proving the car was in the same shape at return. The gas tank was full and i followed all drop of instructions taking it to the office but the airport. This company has many BBB reports and is clearly a scam. If i would have known one switch was the main company behind nextcar i would not have rented from them. I have contacted my credit card company to do a charge back on the $500.

  Business Response

  Date: 04/08/2023

  Dear Esteemed Customer,

  We deeply regret any inconvenience you may have experienced during your rental period with us. We would like to provide clarification regarding the refund of your security deposit in accordance with the terms and conditions of your reservation.

  As stipulated in our rental agreement, the security deposit is typically refunded within 15 business days of the conclusion of the rental period. In your case, you returned the rental vehicle on January 22, 2023, and we processed the refund on February 10, 2023, which falls within the stipulated timeframe.

  We understand the importance of upholding our end of the agreement, and we remained in communication with you throughout the entire refund process to ensure a seamless experience. As proof of the refund, we have attached the refund slip for your reference.

  We value your patronage, and we remain committed to providing excellent service to our customers.

  Please accept our sincere apologies for any inconvenience caused.

  Best regards,

  Customer Service.

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair 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 Jan 11th I rented a vehicle through Routes or One Switch Rent A Car near the *************. I was told that I needed to put down a $500 security deposit in case something happened to the vehicle. I returned the vehicle on Jan 15th 2023. I did all the necessary paperwork to return the vehicle. Then Today, February 8th 2023 I went to reconcile my credit card for ******* and I noticed the $500 payment that was made and also noticed that the money was never returned on my card. I looked at the copy of my rental agreement that said the rental company has 15 days to return the $500 deposit. I am currently 9 days over the 15 day period they have to return my deposit. I called the company and the woman on the other line said that the agreement states they have 30 to return the deposit which is crazy. I stated that I was staring at the rental agreement and under security deposit and cancellation policy it clearly states that the rental car agency has 15 days once the car is returned to return the security deposit. I am only reporting this so that others watch out and double check to make sure their security deposits are returned. I also am confused as to why a security deposit is necessary on a vehicle that has insurance on it. I will never use this company again because of there shady business practices.

• Initial Complaint

  Date:02/06/2023

  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.

  On Feb 4th I showed up for my rental reservation. The company did not honor my reservation because they said I was disputing the charges. This is not true. I incurred $170 in third party charges as a result.

  Business Response

  Date: 02/20/2023

  In this case, after paying, the customer decided to cancel at the counter.
  At that time, the refund of the amount paid at the counter, which was $88.52, was made and the security deposit of $500.00 was released.
  We attach proof of the refunds made the same day that the client canceled at the counter.
  An adequate and timely reading of the terms and conditions could have avoided the impasse that occurred.

  Regarding the prepaid amount written what Expedia places in the reservation" Cancellation and no-show policy
  No exchanges or refunds
  This rental is non-refundable. No changes or cancellation will be allowed for this reservation."