Terrible car rental place
Terrible car rental place. Hidden fees all over the place. Added insurance I didn’t need. Added fees and poor customer service - cost me double at the end of the day what it would have elsewhere.

Routes Car Rental is a car rental service providing customers with convenient vehicle options in key locations, including Toronto, Calgary, Orlando, Chicago, Denver, and Atlanta. The company specializes in hassle-free car rentals, catering to both leisure travelers and business professionals seeking reliable transportation solutions. With a focus on flexibility, Routes offers various pick-up options, including airport rentals, allowing customers to easily access their vehicles upon arrival. The company's user-friendly platform facilitates straightforward booking, ensuring that clients can reserve their preferred car quickly and efficiently. Routes Car Rental aims to meet the needs of individuals and families looking for cost-effective and convenient car rental services.
Routes Car Rental receives a mixed response from customers, with many praising the service while others express significant dissatisfaction. Reviewers highlight the great service provided by staff like Keosha, who is noted for professionalism and knowledge.
However, a substantial number of complaints focus on hidden fees and misleading rental conditions, leading many to feel scammed. Customers report unexpected charges and a lack of clarity regarding insurance and rental agreements, which detracts from the overall experience. Additionally, the shuttle service and wait times are criticized, with some stating that it took longer to get their rental than their flight. While some appreciate the competitive pricing, the negative experiences regarding customer service and transparency overshadow the positives.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 3.4 | 1,034 | 100% | -1.2 | ● Low |
Monthly average rating from reviews written by people · latest review Dec 2025.
| Month | Average | Reviews |
|---|---|---|
| Jan 25 | 3.4 | 118 |
| Feb 25 | 3.1 | 63 |
| Mar 25 | 2.9 | 80 |
| Apr 25 | 3.9 | 108 |
| May 25 | 3.6 | 76 |
| Jun 25 | 3.3 | 66 |
| Jul 25 | 3.0 | 54 |
| Aug 25 | — | 0 |
| Sep 25 | — | 0 |
| Oct 25 | 3.3 | 4 |
| Nov 25 | 1.6 | 20 |
| Dec 25 | 1.0 | 1 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
“I truly appreciated the great service provided by Octavia”
“I explained that my reservation included all fees and taxes, but the attendant refused to release the car unless I pa...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Car Rentals.
| Company | Overall | Legit | Service | Value | Booking | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 3.4 out of 5 (fair) | 100 out of 100 | 3.5 out of 5 (good) | 2.4 out of 5 (poor) | 2.2 out of 5 (poor) | −22% | 1,034 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.4 out of 5 (good) | 4.5 out of 5 (good) | — | 1,000 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.4 out of 5 (good) | 4.6 out of 5 (good) | 4.6 out of 5 (good) | — | 1,000 | |
| 4.6 out of 5 (good) | 67 out of 100 | 4.8 out of 5 (good) | 4.8 out of 5 (good) | 3.8 out of 5 (good) | — | 998 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | 4.5 out of 5 (good) | 4.5 out of 5 (good) | — | 997 |
Bottom line: Routes Car Rental is #5 of 5 on overall rating in this group. On value, Wiber Rent a Car scores higher (4.8 vs 2.4).
1,000 reviews of Routes Car Rental. Filter by what matters to you.
Terrible car rental place. Hidden fees all over the place. Added insurance I didn’t need. Added fees and poor customer service - cost me double at the end of the day what it would have elsewhere.
A #1 service will b back
My first time renting with routes- Super great experience. Kalki was super friendly, fast to get me on the road, honest about the coverages I needed and stunningly gorgeous! I hope she’s there when I return the car! lol
Quick answers to the questions people ask most.
Our business hours vary by location and may include extended hours for customer convenience. Please contact your specific Routes Car Rental location directly for current operating hours. Many locations offer after-hours vehicle return options.
You can contact us through our website, by phone, or by visiting any of our rental locations. Contact information for specific locations can be found on our website. Our customer service team is available to assist with reservations and inquiries.
You'll typically need a valid driver's license, a credit card in your name, and to meet minimum age requirements. Additional documentation may be required depending on your location and rental terms. We recommend checking specific requirements when making your reservation.
Many Routes Car Rental locations offer one-way rentals, allowing you to return your vehicle to a different location. Additional fees may apply for one-way rentals. Please confirm availability and any associated charges when making your reservation.
Routes Car Rental typically offers a variety of vehicle categories including economy, compact, mid-size, full-size, and specialty vehicles. Vehicle availability varies by location and season. We recommend booking in advance to ensure your preferred vehicle type is available.
Cancellation policies may vary depending on your reservation type and timing. Many reservations can be cancelled without penalty if done within a specified timeframe. Please review the specific terms of your reservation or contact us directly for details about your booking.
Routes Car Rental typically offers various insurance and protection options for your rental vehicle. Coverage options may include collision damage waiver, liability protection, and personal effects coverage. Please discuss available options with our staff when picking up your vehicle.
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Polarized pattern: few middle ratings. 57% of recent reviews are 4–5★ and 40% are 1–2★.
WORST COMPANY EVER THIS IS A SCAM DO NOT RENT CARS FROM THEM. THEY ROB PEOPLE IN MIAMI
This company practices fraudulent activity and scams their customers. Despite having completely valid insurance and declining theirs because I have my own, they said I had to buy theirs and add $380 to my rental fee. This was in Miami, FL. Of course I walked away. Do not rent from this company - they are scam artists. I will be reporting them to the Better Business Bureau.
This was tricky. very busy day. we had originally ordered a jeep, only to find out that there’s very specific insurance conditions which we did not meet. Which meant we would have to pay for company insurance which almost tripled the price however, Tony, who was the awesome associate found us a different car that was more in our budget. I wish they would have made the conditions known on the jeep, but I really appreciated the care in which Tony took to make sure we were happy.
SCAM! I was scammed by this company. Site froze & then crashed when processing transaction. I receive a booking for dates that I did not book for. "Company policy" is that they don't accept changes or cancellations to bookings (albeit incorrect booking due to their system). Customer service is awful, with operators just hiding behind this policy. Further to below comment, Routes customer service are unresponsive over email.
Axum was amazing at getting us all set up and out the door quickly. She answered all our questions and explained the rental contract throughly. We were very happy with the service at the front desk and the price for rental. Only giving four stars because we haven’t returned the car yet.
23rd May final update - do not work with this company unless you like fraud. They overcharged, all the evidence was supplied to show this, but they insist on keeping the money. It's only 30 USD, but why bother with the stress of people who treat you like trash and just lie to you. A very negative experience with the hire and the complaints process. The price is clear in the contract but the hirer, Routes (Puerto Rico), did not respect the contract and overcharged. Check in incredibly slow, around 1 hour. After all that they don't show you the car despite having around 10 workers hanging around. The car was not ready for service, it was not fueled, it was not clean and the tyre pressures were all over the place. Update: I have sent you the email with further information as requested so you have the opportunity to reply. Your reply states a number of redundant arguments, such as please see our terms as to what the contract is. You are working with 3rd parties who you allow to make bookings, so you have to honor whatever that contract is, this is the issue in this case, your refusal to honor a contract presented at the desk with the reply that we charge whatever we like and the contract you have is useless. This is not acceptable, if you are unhappy with what the 3rd parties are selling in your name then this is your problem and not the customers to resolve. I was not the only customer that day with this issue. 7th May - Routes closed the case without investigating stating that the 3rd party booking company would resolve the issue. The 3rd party booking company have not responded! So the buck has well and truly been passed, showing their reply to be nothing more than a pretence that they take anything seriously.
Kalki was phenomenal and helped us so much during our checkout. She was patient and knowledgeable, thanks so much!
My experience with Route Car Rental was awful. They forced me to take their insurance even though I had proof of valid coverage. I had no choice — they simply refused to give me the car unless I paid for it. When I questioned it, the employee was arrogant, rude, and even laid across his desk while speaking to me — completely unprofessional and disrespectful. They rely on unfair tactics and couldn’t care less about customer service. Avoid this company at all costs.
The checkout was easy and the front desk people were very supportive. Especially, sahil was very helpful and made the checkout process smoother.
Nass was great, very professional and very knowledgeable about the policy and also personable. Would definitely recommend!!
Rented a car at the Atlanta location, on the way back to return the car, I had a flat or should I say a blowout, The tire busted from the front and was Sherred in the back of the tire, Upon dropping the car off, I was told that I was responsible for the tire, Thank God I had tire protection(which I did not ask for, it was put on my rental) The tire was Dry Rot, but the manager said I hit something sharp, I guess whatever I hit cut the back of the tire as well
Ojo con esta empresa se hacen los locos con el depósito llevo más de 1 mes y no me hacen la devolución de mi depósito de 500 dólares llamo y no responden fue mi hermano averiguar no le dieron mayor información no cumplen con lo que dicen que devuelven el depósito a los 8 días ojo que juegan con tu dinero no dan respuesta clara ahora me dicen que debo esperar 1 mes más
They’ve not removed a $250 deposit charge from my credit card after my having returned the car 3 weeks ago
We rented a car for 11 days. When landing in Toronto you have to take the shuttle bus to Viscount and then call them and they will come and pick you up. We waited about 30mins for them to pick us up and to be honest that was the only complaint we had. Collection was faultless, they emailed us the receipt and the massive collection of photos. And the lady on the desk told us which roads to avoid (toll roads) Trying to find the rental desk to drop off again was a little tricky with the satnav initially taking us to the car park where we had to pay $7 dollars for the privilege of driving through it! The drop off when we arrived was faultless and they completed their report in under 10mins and confirmed we would receive our whole deposit back within 5 working days. We then got on the minibus back to Viscount Station for the shuttle to the airport. All in all 5 stars!
Most Routes Car Rental locations operate on a full-to-full fuel policy, meaning you receive the car with a full tank and should return it full. Alternative fuel options may be available at some locations. Fuel charges may apply if the vehicle is not returned with the agreed-upon fuel level.
The minimum age to rent a vehicle is typically 21 years old, though this may vary by location and vehicle type. Additional fees may apply for drivers under 25 years of age. Some specialty or luxury vehicles may have higher minimum age requirements.
Yes, additional drivers can typically be added to your rental agreement. All additional drivers must meet the same requirements as the primary renter and be present during vehicle pickup. Additional driver fees may apply depending on your rental terms.
Late return fees may apply if you return your vehicle after the agreed-upon return time. Grace periods and fee structures vary by location and rental agreement. We recommend contacting your rental location if you anticipate being late to discuss options and potential charges.
Routes Car Rental typically provides roadside assistance for mechanical issues with rental vehicles during your rental period. This may include services like towing, flat tire assistance, and lockout service. Contact information for roadside assistance is usually provided with your rental agreement.
Routes Car Rental is a car rental service providing customers with convenient vehicle options in key locations, including Toronto, Calgary, Orlando, Chicago, Denver, and Atlanta. The company specializes in hassle-free car rentals, catering to both leisure travelers and business professionals seeking reliable transportation solutions. With a focus on flexibility, Routes offers various pick-up options, including airport rentals, allowing customers to easily access their vehicles upon arrival. The company's user-friendly platform facilitates straightforward booking, ensuring that clients can reserve their preferred car quickly and efficiently. Routes Car Rental aims to meet the needs of individuals and families looking for cost-effective and convenient car rental services.
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