Complaints

This profile includes complaints for Route App, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Route App, Inc.

  1441 W Innovation Way Ste. 200 Lehi, UT 84043

• 

  Route App, Inc.

  1881 W Traverse Pkwy Ste E511 Lehi, UT 84043-5986

• 

  Route App, Inc.

  1557 W Innovation Way Ste 200 Lehi, UT 84043-4417

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:09/18/2024

  Type:Service or Repair 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.

  Date of transaction 08/28/2024
  $166.32
  Store True religion
  Shows it was delivered on 09/03/2024 @11:11am when I got home from work nothing was there so I waited and contacted route which I got the run around about a notary letter which I did complete 2 times which was ridiculous got a letter notarized today he denied my claim saying this isn’t route form I got the form from the email he sent

  Business Response

  Date: 09/19/2024

  Hi Willie,

  Thank you for reaching out and escalating this issue to us. Our team will be reaching out shortly to issue you a refund on your claim from True Religion. We apologize for any inconvenience, and we appreciate your patience!

  If you have any additional questions or concerns, please let our team know within your Route claim, and we would be happy to assist you further.

  Have a great rest of your week!

  Best,

  Skylar, Route Success

  Customer Answer

  Date: 09/19/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22305509, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Willie Staten

• Initial Complaint

  Date:09/10/2024

  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.

  We only used their service for a few weeks. Then found out the app is not working for us. So, we terminated the service, and uninstalled the app. The route app (*****************) wants us to pay them $401.95 of their service, then they will refund us $203 for us terminate their service early due to partially used. We have been waiting for the correct invoice. I asked them to send us an adjusted invoice so we can pay the difference. However, Route App keeps changing different customer service to email us to ask to pay full amount of $401.95. This has been going on for over a year. We are still waiting for adjusted invoice.

  Business Response

  Date: 09/12/2024

  Hi Sanni,

  Thank you for reaching out. I would love to look further into this issue for you, however I am unable to find your merchant account based on the information provided. Could you please let me know the name of your store? You can also reach out to our merchant chat in your Route dashboard, and ask our team to be escalated to Skylar, and I can assist you there.

  I look forward to hearing from you!

  Best,

  Skylar, Route Support

  Customer Answer

  Date: 09/12/2024

   
  
  Complaint: 22265960
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Sanni Mckelvey

   

  Per merchant requests, Here I am attaching my account information.  Please check all email reference below. The most recent conversation is with Lyndsay N. (Route for Merchants),request (*******). If I have to take more steps, I will need to begin charging you $95/hr of my time to respond you. ( We at least spending more than 10 hours with your agentS) ~ Sanni McKelvey

  Below are a few of your agents we have been contacted.

  ***********************/
  Lyndsay N. (Route for Merchants)
  Sep 10, 2024, 12:13?PM MDT /[email protected]/Ana T. (Route for Merchants)
  Oct 17, 2023, 1:31?PM MDT/ [email protected]/
  Bill H. (Route)
  Mon, Mar 11, 4:49?PM
  Your request (2306995)/Your request (2457523)

   

   

  Business Response

  Date: 04/04/2025

  Dear *****, 

  We are sorry to hear of the difficulty acquiring an accurate invoice, and hope for the opportunity to resolve this situation, if it has not already been resolved. 

  We were unable to find any tickets tied to the email address ***************************, and will need more information from you to investigate the issue thoroughly. Please let us know if this is your preferred contact email address so that we can get in touch to ensure this issue has been resolved in a satisfactory way. Rest assured that the investigation will be assigned to a dedicated handler for consistency and accountability. 

  Looking forward to assisting you further, 

  Route Merchant Experience Team

• Initial Complaint

  Date:07/24/2024

  Type:Delivery 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 was originally contacted on May 24 that the order was shipping. Order never appeared. The company requires an online submission for inquiries but it did not recognize the order info provided in the email so I was unable to get a resolution. Received another email on July 22 that the order was delivered by **** but there was no package. When I contacted **** with the tracking number provided by route I was told that the name and address did not match mine. Once again I tried to contact route through their online complaint form using the order number they provided. I was unable to complete the form as once again it did not recognize the information they provided.

  Business Response

  Date: 07/26/2024

  Hi *********,

  Thank you for escalating this issue to us. I took a look at your order with Rush Charge, order RT2M047JKIO5K3M3SAKGP0, and it looks like it was ****ed as delivered on Monday, July 22nd, 2024.

  We do require 5 days to pass before filing claims for orders that have been ****ed as delivered, but have not yet been received. As frustrating as it can be, most packages either show up late or are temporarily held up in local transit. Sometimes shipping carriers even **** an item as delivered a little early, and it may not arrive until several days later!

  As soon as 5 days have passed since the date of delivery, you will be able to file a claim using your Route order number (RT2M047JKIO5K3M3SAKGP0), and your email associated with the order, and our team will assist in resolving the issue ASAP.

  Thank you, and have a great rest of your day.

  Best,

  Skylar

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22037802
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/30/2024

  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.

  06/20/2024 $566.13 Usually when there is an issue they are good about solving it. However this time I have not received an email response in 2 days! I am unable to file a claim within the app. No one is responded after they told me To wait until the 5 day **** for a refund its now 6 days and Ive sent several emails for two days with ONE response claiming They are working on it but my claim still remained closed on the app. This is very concerning for someone who usually trusts this business with their money. All i want is my refund please. *** said multiple times I am going out of town so this is just an inconvenience!! Please have one of your agents reach out to me with the refund already issued as requested. Very Dissatisfied in this case.

  Business Response

  Date: 07/02/2024

  Hi *****,

  Thank you for escalating this issue. It looks like since you reached out, our team here at Route issued you a refund on your claim for your order RT3Q2S90PVFFCJ31GB13OG.

  If you still have not received your refund, please reach back out within your Route claim, and our team would be happy to assist you further.

  We hope you have a wonderful rest of your week!
  

  Best,

  Skylar, Route Customer Support

• Initial Complaint

  Date:06/26/2024

  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.

  Over a month ago I placed an order which I was already spending a lot of money on so I decided to opt in to Route protection for peace of mind. The day finally came last week when I was supposed to be receiving my order via informed delivery with signature required by ***** and while the order says it was delivered and signed for I was never informed of an attempted delivery nor did I sign for one. There wasnt even a delivery picture. Route denied my claim, while under their own policies Route covers order issues for packages marked delivered yet not received are considered stolen. When I asked to speak to someone else who could help me all they could offer was the money I paid for including Route protection with my package. I basically loaned them $150 for over a month because they dont want to own up to their policies and do whats right for the customer. My ********************** order ID is RT4P6MHFB1HU4J565U7M5G.

  Business Response

  Date: 07/02/2024

  Hi *******,

  Thank you for escalating this issue with us. It looks like since you reached out, your claim has been resolved by our support team here at Route. It looks like you were issued a refund on Friday, June 28th.

  If you still have not received your refund, please let us know by reaching back out within your Route claim, and we'd be happy to help you further.

  Have a great rest of your week!
  
  Best,

  Skylar, Route Customer Support

• Initial Complaint

  Date:06/08/2024

  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.

  I have had to file several claims for vinyl records ordered through various online merchants that use Route Insurance. I have since been banned from filing any insurance claims with this company. This was their response as to why: “We value all our customers. However, due to an unfavorable claim history, and per the uninsurable risk clause of Route’s terms and conditions, we are no longer able to offer you insurance on your purchases.” So essentially this is putting the blame on me for damaged items and not on the merchants they are contracted with. I have had to upload pictures and video as proof of the damage for any claims, and even had to do an online notary for a claim. So this insurance company is useless if you actually use the service, because you will be banned from any claims. Just very disappointing and seems like a scam to me, I would avoid this company at all costs.

• Initial Complaint

  Date:05/02/2024

  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.

  Submitted a Route claim for stolen packages. Had to give my ID and Social up to do a Notary online. I submitted it and everything and they said my Claim was Approved, but that they could only do replacements of the items. I told them I can't get any shipments to my house until we figure the theft out not to mention we bought the items locally for order so this wouldn't happen again. I informed them both the Merchant and Routes Policy states I am owed a Refund besides Tax and Shipping Fees and the Route fee if my Claim is Approved. They are giving me a hard time about refunding me, when legally they are entitled to refund me or they would be committed insurance fraud and breaching our legal binding agreement and their policy. Not sure why they would want to send items to my house where there is clearly theft happening. This is not safe, and since I bought locally I would just return the items to the Online Merchant for a refund anyways.I am submitting this claim because I am done playing games. This is unacceptable. I paid for a service and I am entitled to a refund since my Claim was Approved.Route order number - RT34PIULH14NU2EBNI08U0

  Business Response

  Date: 05/06/2024

  Hi *******,

  Thanks for reaching out! It looks like this issue was already resolved by our team and the team at LED Grow Lights Depot. We apologize for any inconvenience - as far as refund/replacement only policies go, these are set by the merchant, not by Route. Again, we apologize for any inconvenience you experienced. It looks like the merchant was able to approve a refund for you in the end!

  If you have any further questions or concerns, we would be happy to assist you further within your claim - you can just respond in that email thread and your claim will reopen!

  Have a great rest of your week!
  
  Best,

  Skylar, Route Support

• Initial Complaint

  Date:04/06/2024

  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 made a purchase with a company on 1/15/24 and purchased route shipping protection for a total of 184.63$. The items said they would take up to 5 weeks to ship. I tried contacting the seller after 5 weeks passed and got no response. Then it said items were shipped and delivered on 3/11/24. When I didn’t receive the items I tried contacting the company again no response. So I contacted route and still couldn’t file a claim until so many days has passed. I finally was able to file a claim just to run into more nonsense. Everytime I would respond to route they would stop communication. Then send me an email saying they haven’t heard from me. My claim was closed and I’m highly upset. I am requesting I be refunded asap to my original form of payment. This is my last attempt to contact route. If neither company are willing to help I will dispute the charge!

  Business Response

  Date: 04/22/2024

  Hi *****, 

  Thank you for reaching out. We apologize for any inconvenience that you may have experienced while filing a claim with Route, and we would be happy to assist you further!

  I looked into your claim, and it looks like we have followed up with your several times on your claim, and have not yet received a response. Not to worry - this means that messages from Route may have gone to your spam folder. We encourage you to check your spam messages, and our team will follow up and reach out to your again shortly. We have been reaching out to the following email: ***************************
  
  

  For any further questions or concerns, you can reach out to our team directly here: ****************************************

  Best,

  Skylar, Route Support

  Customer Answer

  Date: 04/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I respond to their emails and they never respond after that. They keep bringing up another site requirement and I have tried that before like another customer mentioned and they don’t accept.

  Business Response

  Date: 05/06/2024

  Hello,

  Thank you for your response. We have reached out to you several times and have not yet received a response from you within your claim regarding your charmboxkids order. Our team reached out to you most recently on Thursday, May 2nd. Please check your spam folder, or the email thread for your original claim. We do require a notarized statement to be filed, and if you are having issues with that process, our support team would be happy to assist you within your claim.

  Thanks, and have a great day.

  Skylar, Route Support

  Customer Answer

  Date: 05/09/2024

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

  i have been responding to them! They keep making up reasons to not refund me! 
  

  Business Response

  Date: 05/10/2024

  Hi *****,

  While looking into this issue, I am seeing that both the charmboxkids claim you created, as well as the email ticket you opened with our support team, were both closed due to no response from you after our team followed up with you. If you are not seeing these emails/messages, once again I encourage you to check your original claim thread/email thread.

  Per the message that we sent you in your claim, our policies require that you fill out a notarized statement using the link we sent you before we issue you a refund/replacement order. These policies can be found on our Route website. 

  If you are having issues filing a notarized statement, please respond within your Route claim or your email ticket, and we'd be happy to assist you further.

  Best,

  Skylar, Route Support

  Customer Answer

  Date: 05/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I added a photo showing that I have responded. I have responded multiple times and then you guys keep telling me you’re not getting anything from me. I’m really close to just filing a dispute and giving them all the back and forth I have had to do.

• Initial Complaint

  Date:03/28/2024

  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.

  I purchased sneakers order number ****** from UP NYC and paid $243.73 including the cost of Route Insurance. My order number through route is **********************.
  
  I received a box with no shoes in it, just my receipt and an empty box. The box did not appear to be tampered with off the initial inspection but obviously it had to be if the shoe box is empty. I reached out to Route and they told me that they do not cover this type of a claim.
  
  I highly doubt that UPNYC would ship me an empty box of shoes, as I have done business with them before in the past and had no issues ever. I believe that it was tampered with at the UPS warehouse or something. I understand that they say they don't cover my issue but I think the shoes were stolen out of the box in transit. THIS IS WHY I PAID EXTRA FOR INSURANCE.
  
  I am highly upset with Route in this issue. They sent me back to UP NYC and they offered me "store credit" due to Route denying my claim. I want a full refund back to the credit card I ordered from! What's the point of purchasing insurance but there's all of these clauses of things they do not cover. Instead, they send you on a wild goose chase to get your money back and do everything they can to absolve themselves of liability. This is unacceptable! As you can see from previous BBB reviews, this seems to be a thing with them.

• Initial Complaint

  Date:03/22/2024

  Type:Delivery 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 had placed a order for coil packs and spark plugs and the day it was delivered it was having a really hard rain storm while I was at work my package was delivered and who ever did don’t try to keep my package safe from the rain, By the time I got home and found my package, the cardboard quite literally just fell apart in my hands because it was so drenched in water, when I looked at the coil packs and spark plugs they where all covered in water so I kept going back and forth with route and they didn’t want to cover me because there was no way for me to take apart this coil pack to show them the water damage inside the coil pack because there no other way to show it that it’s broken besides by putting it in my car and starting my car to show it miss fires, So I did I made a video and I sent it showing there was damage and that they where not working and they want to deny my claim because they say it’s a manufacturer defect when it’s not and it was damaged during shipment.