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
★☆☆☆☆ Extremely Disappointing Experience – No Support, No Refund
I had a terrible experience with this Routes. Due to a flight delay of just 90 minutes, I arrived shortly after their off-airport shuttle closed for the night. I tried calling their customer service, but the number connected me to a completely different rental car company. I was stranded at the airport and unable to rent my car.
Worse, it has now been over a month, and I have been completely unable to reach anyone at the company for help or a refund. Calls and emails have gone unanswered. I paid for a service I never received, and they’ve done nothing to make it right.
Avoid this company at all costs. Poor communication, no accountability, and no customer service.
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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But I am looking at a three hour line that WILL NOT MOVE in your Denver airport location. This is the worst mistake I’ve made. Slow employees, archaic check in procedures. You have an angry mob on your hands here. It’s shameful that you allow this to happen - no amount of cost savings is worth this.
I believed that I've been contacted your office 2 months ago for the cancellation of my booking. It was confirmed verbally by the person I spoke through phone call. How come I'm still receiving the confirmation email that my booking was confirmed without receiving the cancellation email.
Please, fix this matter as soon as you read this review. I don't want to get charged for not canceling my booking prior to 48 hrs of reservation.
Thank you so much!
Hope to hear from you soon regarding this matter.
Donna
RWPD734336
Deceptive, Dishonest, and the Worst Rental Experience Ever – Avoid Routes Car Rental at All Costs
Routes Car Rental is by far the worst rental car company I’ve ever dealt with—and I strongly urge others to stay away from this business.
My nightmare began the moment I clicked the “Book” button on their website. Before booking, I carefully read the “Terms & Conditions” and “Rental Policy,” which clearly stated that cancellations were allowed up to 48 hours before pickup. Confident in this policy, I proceeded with the reservation.
Just minutes later, I attempted to cancel—only to be told it was a pre-paid, non-refundable booking. That was the first time I had ever seen the term “pre-paid” used. At no point during the booking process was this condition shown, mentioned, or disclosed. Had I seen it, I absolutely would not have completed the reservation.
I contacted their customer service team via phone and email multiple times. Each time, I was met with copy-paste template responses insisting the reservation was non-refundable. I provided detailed explanations, screenshots, and referred directly to the terms under which I booked, but they refused to engage with any of it. Just the same scripted response, over and over.
Eventually, I had to spend hours preparing documentation and disputing the charge through my credit card company. Routes even tried to deceive my card provider by submitting their own fabricated version of a “cancellation policy” that wasn’t attached to the reservation and did not exist anywhere on their site. It took two rounds and over a month to win the case, but I finally got my money back.
To make matters worse, I ended up booking with another reputable rental company for one-third of the price Routes was charging, with none of the shady fees or fine print. Routes also has a daily mileage limit, and they charge extra for going over—even though that’s uncommon. Please read their fine print, people, before you book it!
To top it off, a friend of mine also had a "rogue" experience with Routes in Canada—so this isn’t an isolated incident. Their business model appears built on confusion, hidden fees, and stonewalling customers. I’m honestly shocked they are still in business, given the overwhelming number of negative reviews online.
Routes Car Rental operates with deception, no accountability, and zero integrity. If you value your time, money, and sanity—stay far, far away.
Sid was amazing. He moved mountains to make my experience perfect. He solved my rental concerns and put me in the exact vehicle I needed - moving mountains to do it. Thank you Sid
Preston was amazingly friendly and helpful! I use Routes often and would recommend it for sure to friends and family. Thanks for great customer service today Preston!
They are just Scammers!!!, They charge a lot for insurance and charged me for a traffic violation committed by someone else who rented before me. These guys are just the worst. Avoid them and you have dodged a bullet
How do I start? We took a anniversary trip May 29, 2025 the shuttle showed up finally after seeing every other company pass by numerous times. We heard before we got to the location there was a 2.5 - 3 hour wait to get a car. They were correct we waited over 2.5 hours to get a rental. We missed our anniversary dinner reservations because of it. When we returned the rental with full gas and no damages and even though I prepaid in full they sent me a charge for fees and taxes plus mileage and this was a unlimited mileage rental! THIS IS A SCAMMER COMPANY BEWARE!!!
SLIMY CAR RENTAL COMPANY! DO NOT USE!
My wife and I had the worst car rental experience at the Commerce City, CO location.
To summarize the issues:
* Upon arrival on June 7, 2025 we were forced to wait over two hours in line before being assisted by a customer service representative.
* Once at the counter, we were informed that the insurance we already purchased --which covered up to $75,000--was not valid. We were told we would be unable to rent the car unless I purchased additional insurance at the desk, despite already having sufficient coverage. This practice is not only unethical-it is illegal.
* Under duress and significant time pressure, we purchased the additional insurance solely because we had no other option and were already two hours behind schedule due to Route's insane delay.
Then over 2 weeks after returning the car, we were then charged $166.01 without prior notification or explanation. After spending over an hour on the phone with your customer service, I was told this charge was for a traffic violation--yet I have received no documentation or evidence confirming the nature or timing of this violation, nor any notice before the charge was applied to my account. When I asked to speak with a member of management, they provided me with their customer service email. After repeated attempts to speak to someone verbally, they hung up on me.
This entire experience has been unacceptable. We will pursue legal action and will not hesitate to file formal complaints with the Colorado Attorney General's Office, the Better Business Bureau (BBB), and relevant consumer protection agencies.
PROTECT YOURSELVES DO NOT RENT THROUGH "ROUTES RENTAL CAR…
DO NOT RENT THROUGH "ROUTES RENTAL CAR !" This was by far the WORST, SHADY & UNPROFESSIONAL experience I have ever had. I Booked through Super.com, as did several other customers who had the same experience. We arrived to Denver Co. had to take a shuttle 20min away for pickup and wait 2.5 hours before a car was available.
According to staff they were out of vehicles so we had to wait for cars to arrive and washed for us to rent.
There were more than 50 people in the lobby waiting so it was obvious they double & triple booked.
Once you got to the front there were tons of hidden fees & because Routes is based outside of the US half the staff did not understand English so it was difficult to communicate & if you tried to contact them before, during or after your trip with questions or concerns you can not get a hold of Anyone.
The employees care less about customer service & don't even address you professionally.
When we returned the vehicle, the process was to leave the car with keys on the dash and go about your day. I had questions since the beginning of the rental process was so shady. I wanted a receipt & make sure they knew the gas tank was full. They ignored my request. There was a young lady sitting in the front seat so I asked if she was checking in my car, she ignored me the entire time and was on her phone texting. Not once did she looked up or acknowledged me. After several times of asking She verbalized everything would be emailed. I still haven't gotten an email & when I called to ask for it to be emailed I was told they couldn't do anything about it.
So end of the day it looks great upfront but I fear I will be paying close to 900.00 for a rental that should have only been 300.00 for the weekend.
It's a SCAM protect yourself and pay a little more for peace of mind.
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.
