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 has a mixed customer experience.
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.
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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.
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
3.4
1,034
100%
-1.2
● Low
3.4 / 5 overall
=
1,034 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Dec 2025.
Last 3 months
1.9▼ 1.2
12-month avg
3.3
All-time
3.4
Category avg
4.0
Monthly averageCategory average
Monthly average rating and review count
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
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
Top praiseof 285 positive reviews
Customer service35%
99 mentions
Prices & value23%
65 mentions
Helpful support19%
55 mentions
Fast & efficient19%
55 mentions
“I truly appreciated the great service provided by Octavia”
On “Customer service” · Oct 30, 2025
Top complaintsof 202 negative reviews
Charges35%
70 mentions
Customer service34%
68 mentions
Payment issues27%
55 mentions
Refund22%
45 mentions
“I explained that my reservation included all fees and taxes, but the attendant refused to release the car unless I pa...”
On “Charges” · Nov 30, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Car Rentals.
Overall rating and review count for this company and similar companies
There appears to be no connection with the online companies that sell Routes services. Moreover they do not honour what was stated by the online companies. Thus u really don’t know what you are renting until you try to collect the car.
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.
How can I contact Routes Car Rental?
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.
What do I need to rent a car?
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.
Can I return my rental car to a different location?
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.
All 12 questions →Show fewer questions
What types of vehicles do you offer?
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.
What is your cancellation policy?
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.
Do you offer insurance coverage?
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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Routes car hire with Europcar partnership is a total scam.
I have booked a car hire from Liverpool, UK and followed the direction link from the confirmation email to the car hire office. However, the office has moved to a different location. Hence, I was late picking up a car. Spent an hour on the phone with Europcar, trying to find out where the office had been moved, no answer. I wrote an email to the Routes customer service explaining my difficulties and asking for a refund. No reply either. Total waste of money and time.
Nass was very professional and catered to all questions and misunderstandings I encountered he was very efficient in explaining and helping me understand and get what I wanted
Horrible experience! A lot of extra fees that they do not go over . They are very unclear about all there policies. I ended paying an extra $300 in fees on top of the $180 I paid. I have rented many times before from other agencies and never had these issues. Do not rent from Route . You will end paying a lot more. The car was also dirty on the inside . Stay away.
If you are traveling without little kids, it’s a perfect option!
Not sure why I went with this option, as reviews made this far from appealing. But I guess I root for the underdog, and because I was traveling alone, and the price so unbelievable, I wanted to see how bad can it really be. My experience was very good and the process very smooth! The car was super clean and a nearly brand new vehicle. Do keep in mind that getting a rental car at this price is going to impact some areas of your experience. Shuttle wait time was quite long from the airport to the car rental, about 25 minutes. Besides that, great overall experience!
The shuttle was on-time, got to the rental office quickly and handover of the car by Nass at the Routes Denver office was quick and seamless. Thank you!
My experience with Routes just keeps getting worse. The customer service is basically non existent. No continuity, I’ve had generic responses from at least 5 different people, none of which acknowledging the issue I’m trying to get resolved. Usually a generic “we understand your concern”, and then never actually mention or discuss the issue. When you reply, you’ll just receive another response, from a different “specialist”, who just keeps repeating the cycle. When I called them, spent 45 minutes on hold/calling, and they basically told me to email someone.
It was a slow process. Order extra insurance on economy booking and was told at desk it was not good enough, I had to find my insurance deliration. I didn't where is says over the border which they mean state. I was only going 2 hours away from Routes to Wyoming and was charged extra. I booked in Colorado and was given Ohio plates along with the extra fee.. Windshield had 3 dings. Got off plane at 12:45 and didn't get out of Route rental until 2:30pm. While I was there I man was asking for 10 minutes until I left (don't know if he finally got a new car) as he said there was 4 cracks in the windshield. When I returned my car a lady wanted a new car as there was thick dried mud caked on it down both sides.
I am editing my review, primarily because it consisted merely of name calling and wasn't constructive. Nor was it entirely fair; after all, as far as I know, no one lied to me.
I will leave my one star review to stand, because zero stars is not an option.
I will also detail what happened here, so that others can read it and be suitably warned to not use this company to rent a vehicle. I am not going to send this account in a private email to the company, to be dealt with outside public view.
I contracted with this company on 17 March to rent a vehicle. They charged my credit card $447.13 for the rental fee.
When I appeared on 20 March at the local branch of Routes Car Rental (Leitrim & Albion) to pick up the vehicle, I was informed that I had to provide a $1,500.00 security hold for the vehicle.
I've rented vehicles before from other car rental agencies. Never before have I been asked for a security hold so high. The email the company sent me confirming the rental did not mention the security hold would be so high, or any security hold at all.
Because I didn't anticipate this, there wasn't room on my credit card to satisfy the security hold and the rental couldn't proceed.
I told the young lady at the rental location that I wanted to cancel the reservation; she told me she couldn't do that and that I should contact the company's customer care line (please note that I will refrain from anything derogatory such as putting the words customer care in sarcastic quotation marks).
I was on hold for 20 minutes. While I was on hold, another gentleman arrived to pick up his rental vehicle; I overheard that the security hold for his vehicle was $500, not $1,500.
Eventually, I spoke to a person at your customer care line; I told them I wanted to cancel my reservation. They asked a few questions, and then said they would transfer my call to someone who could help me. They transferred me to the young lady at the rental location...the young lady who was right in front of me and had already told me she couldn't do anything.
I tried calling customer care again, and couldn't get through. So I sent customer care an email through the interface on their website, asking to cancel my reservation. I instantly got a notification saying that a ticket had been created.
Two days later, I got a reply from customer care saying that because my credit card had been declined, the rental was considered expired and I could not get a refund. There was no expression of apology or regret -- just a statement that this was company policy and that they were going to follow it. Sucks to be me.
I was angry and replied, "See you in court." They replied that they stand by their published policies. Again, there was no expression of regret or remorse.
Since I couldn't rent from your company, I arranged a rental from another company for a similar vehicle. Please note that the security hold for this vehicle was less than the one your company charged. How much less? The security hold was $300. Not $300 less. Just $300. Your security hold for a similar vehicle was FIVE TIMES the size of the security hold another agency charged me. Had your security hold been $300 instead of $1,500, I would have had no trouble fitting it on my credit card.
Please be advised that I will be contacting legal counsel to determine if Routes' customer care practice of trying to delay giving a refund in a timely manner, both by misdirecting my initial phone call and then by waiting two days to reply to my email, constitutes some kind of predatory business practice and whether or not if I make a claim in small claims court I may have a decent chance of winning a judgement against the company.
Regardless, please also be advised that I intend to put negative reviews of your company on every possible review site that I can find.
I've paid for the privilege, after all.
charge a value on the internet and they talk that you will not have additional charge but at the time of removing the car on the counter make it more 50% of the agreed amount, if there are laws and insurance that you know they will be charged to make it clear from the first moment on your site, lack of absurd respect with the client
Awesome service, never waited and always got a GREAT deal!! My last car I asked for was an economy car and they upgraded me to a 2024 Ram Rebel pickup. It cost me $45.00 dollars for 3 days. Picked up on Friday and returned on Sunday night. Awesome!!
Timely shuttle and seamless check-in/out process. They were out of the car I had requested and upgraded at no fee. Helped by Nosser who was very knowledgeable, efficient, and friendly. Charged additional fees past original reservation through third party online (Discover Cars), something to be aware of while booking.
Tenia una reserva atreves de una pagina (Carjet) saque seguro premium con la pagina, al llegar a la oficina, y hacer una espera de 3 horas para que me atiendan, siendo las 23:30, después de un viaje de 10 hs, no me respetaron el seguro y me obligaron a tomar el seguro de ellos, la persona que me atendió me dijo que no me entregarían el coche si no saco el seguro con ellos. La verdad que no lo recomiendo para nada, poco serios, la atención en la oficina del aeropuerto de miami fue totalmente nefasta.
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.
Is there a minimum age requirement to rent a car?
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.
Can I add additional drivers to my rental?
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.
What happens if I return my car late?
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.
Do you provide roadside assistance?
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.
About Routes Car Rental
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.
