Routes Car Rental Reviews 5,462

Their prices are incredibly low which is a nice relief. I would book again if I had to time for airport pick up and drop off and wasn't driving too much.

Only issue is they seeem to be located outside of airports which makes for a shuttle ride. But if you have time its one heck of a money save.

Long Wait Times: Many users reported excessively long wait times, sometimes up to several hours. "Waited in line for 40 minutes - and the line did not move."

Hidden Fees and Upselling: Customers frequently mentioned being forced to buy insurance and other add-ons, even when they already had coverage. "They deceive you into getting their insurance which far exceeds the daily rental amount."

Poor Customer Service: Reports of rude staff and unhelpful customer service are common. "Customer service hung up on me and said handle it myself."

Vehicle Quality: Some users received poorly maintained vehicles, including issues like bald tires and dirty interiors. "The car was absolutely filthy that we rented."

Deposit Issues: Several customers reported difficulties in getting their security deposits refunded. "They have stolen my $250 USD security deposit."

My new favorite car rental company. Amazing price and friendly staff. When returning Carlos came to get the keys, did a quick inspection and gave me a thumbs up. No hassle no Extra fees

Great experience renting car at routs. Tanvi and carlos were really helpful. Definitely, recommended.

Easy and friendly. A bit hard to reach by phone. Overall very good. Carlos was a helpful return associate

Watch out. If you don’t take their insurance, they will look for some reason you have to take it. I have full coverage on my car and they said I didn’t have collision and have to take their insurance or they can’t rent to me. The gas- the contract says you must come back with full tank and then gave me a car with 1/2 tank. I had to say something to get them to document it. Toll pass-they strongly push you to get that. My 60.00 rental for a few days ended up being 200 more dollars. Leave yourself 1/2 hour from rental location to airport. Shuttle is slow. checking in car is slow. Just know you aren’t really saving money at this place

This is such an up and down review. First off please note that when booking you will need to take a shuttle to and from the rental/pickup point. The online tracker/shuttle request app does not work. I have tried it 3 separate times when booking. Mostly this is essential to understand to plan for leaving and planning time accordingly when returning and taking shuttle to Calgary airport.

Now pick up. Waited 30 mins for a shuttle. Not horrible not great. Please phone ahead for this. They do not automatically run the shuttle. You must request. Upon receiving the vehicle it was not previously cleaned out. There was some garbage in the trunk where I put my luggage. When I got in the front of the vehicle it was dirty as well. Crumbs everywhere, and the passenger and driver side floor areas were dirty and full of pebbles and rocks. I've never rented a vehicle that was dirty.
Not make or break but the last 2 times I have picked up there has only been half a tank of gas. I've never rented a vehicle that was half full. I believe its a way to get a bit more money out of the customer. Its almost impossible to know how much to put in a vehicle to ensure its half full upon return.
There were also no winter tires on this vehicle. In the dead of winter in AB this should just be a given. Vehicle spun out often because of this and I didn't fully trust it when having to go up a hill with a bit more ice. I had to drive with extra caution and care.

Overall vehicle was great. Ran well and had everything I needed. Not sure I will rent again from here as feeling safe in a vehicle in a city that I'm not accustomed too is important and I didn't feel that this time around. Maybe for spring and summer but I won't rent again from them in the winter.

This place is a huge scam. First they left me out in the cold last night for 45 minutes, even though "shuttles run every 15 minutes." Finally get to the office, at least 6 other reservations were there angry. Now for the why. You get there, they force you into hundreds of extra dollars or you can't rent the car. Mainly, insurance. I, personally, have 500k collision and 500k body injury plus loss of use coverage. Add my 1 million dollar umbrella policy. Insurance is maxed out. They still tried to charge me 285.00 for additional insurance. I have the max coverage. If you don't take their insurance, you can't rent the car and can't get a refund. It is a huge scam and at least 6 other people left without their reservations. Meaning the rental company made several hundred dollars for absolutely nothing.

Routes is absolutely terrible. I never write reviews because who really cares that much…but I had to leave a review about my experience. I booked through a 3rd party website (mistake #1) and was given zero info about the $500 deposit and $170+ additional insurance I’d have to buy when I went to pickup the car. Nevertheless, I needed the car so I agreed (mistake #2). They told me the deposit would be refunded by the end of the week after I returned the car, given there was no damage done. I brought the car back on a full tank, no damage, passed inspections, got send the photos and receipt for proof of passing the inspection, and was told the deposit would be back within the week. It’s now been a month since I returned the car and I still haven’t seen the deposit returned. I called about 2 weeks ago and they told me it actually can take up to 17 business days to be refunded and to call back if not. It’s been 24 business days and I’m currently on hold waiting for them to pickup.

NEVER using routes ever again. Very scammy. Very frustrating.

Total bait and switch operation! They quote you low prices and then charge you for services that I declined during booking. Avoid this company! Will never use in Orlando again

Avoid Routes at Tampa airport at all costs. First you need to know they don’t have an office or cars at the terminal, you have to catch a shuttle and that is where the frustration starts. They say to call when you arrive, but you can’t speak to anyone or leave a message. We waited an hour and a half in the heat of the day ( I can’t imagine what it’s like on summer). Others waited longer than us. Other shuttles came and went and came back again before we finally got picked up, by Routes, but don’t expect an apology. I was lucky
I was the third person in line at the counter. I can’t even imagine the 10 behind me how long they took. It took over an hour to get the paperwork done. The agent yelled to everyone to supply an insurance certificate, which doesn’t mean just your proof of insurance. On top of that they gave out a paper with about 7 insurance companies they accept. I had insurance for rental cars but I still had no options on opting out. I don’t even know what the cost was, as I have never seen an invoice. One guy was yelling saying they wanted to take a thousand dollars hold on his card. Then there was another Toll pass that people were upset about, some additional charges. I have never seen so many angry customers and agents who just didn’t care. There was a young female manager who drove the shuttle and disappeared, nobody coming out to speed the line up. It really ruined my first 2 days of the trip. On the return I made sure I was early because I couldn’t trust to get to the airport on time. I went in the office to see about 20 people in line, also upset. There was a screen on the side with a virtual agent who told me to just wait on the side for someone to come and help me. I waited 5 minutes but I could see the manager girl with another guy hiding in an office so I opened a door and went and asked them for help and they said give my keys to the shuttle driver, while they stayed hidden. Well the driver was upset, said nobody inside wanted to do their work and they were giving it to him. ( he didn’t say it as nice as I have written). He said there was still 2 more bus loads of people waiting for the shuttle. I have never seen such a poorly run company. The worst part is I didn’t know how much they charged me, one guy said he had a $250 surcharge on his bill. I was not given any paperwork, even thought the driver said it was emailed. I got home to see two charges one for $508.74 plus $41.31 two days later. Save yourself a headache and money and time by using one of the big companies located in the terminal.

No issues renting the car and check out was a breeze. Returning the car was also a breeze Carlos was very professional and efficient in taking my rental back. Will definitely book again with routes rental.

I was extremely disappointed with fraudulent practices at Routes car rental in Chicago. I picked up an extremely dirty car for two days with a full tank of gas and returned it with 3/4 tank of gas and they forged my signature and charge my card for $154 work of gas for that 1/4 tank. Don’t get carried away with the $42 total charges. They let you leave without signing out on any paperwork then manipulating their return documents to overcharge you. It’s better you go with Avis, enterprise or budget and pay the little extra without any fraudulent charges

Had great time renting from routes car rental. Carlos was helpful

Excellent service from the pick up to the drop off

Process was seamless and Carlos at the return desk was great. Would rent from here again.

Car was great, good service!

This place is a scam, they literally make you buy their insurance, you can't rent their cars without their insurance.