Review Time
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
Paid in Full online. Our flight was delayed so from the airport in Toronto we tried to call them (20+ times). They had no email address online. They never picked up the phone. We contacted Expedia (who we booked with) and asked them to contact the car rental company and let them know we'd be coming in after closing time, so we will get the car in the morning. They said they also couldn't get in touch with them, but would try another way. But Routes "never got the message".
Short story - they rented our car to someone else, refused to give us a refund b/c we didn't contact them, we were going to be late. So we paid in full for a full week, and they left us stranded and wouldn't give us a different car. Never got a refund from them. They laughed at us while we stood stranded with our two small kids.
A car paid for in full should never not be avaible. It wasn't pay on arrival.
Disappointing experience with the service. I prepaid £57 and had documentation indicating CDW theft protection TPL +++. However, at the rental desk, I was informed that they faced ongoing issues with the intermediary and ended up being charged an extra £59 for Damage Waiver and Theft Waiver. The rental company had no record of my prepayment. They mentioned this is a common occurrence with the intermediary. It's better to book directly with the rental company and avoid these unreliable middlemen.
This has been the most disappointing car rental experience I've ever had. Despite purchasing all the insurance in advance when booking the vehicle, they insisted we buy additional coverage at the counter and refused to let us take the car without it. It felt like a scam. Initially, they quoted us $200 for the extra insurance, but when it was time to process the payment, they suddenly claimed it was actually $400 due to increased taxes. The car itself was in poor condition, damaged, and hardly accelerated. I strongly advise against renting from them.
Beware of this service! We rented a vehicle through a booking platform and requested 2 car seats. The total amount stated to be paid at the counter was $179, including all fees and taxes. Upon arrival, the representatives refused to honor the car seat price on the voucher and charged us $262 instead! After numerous messages, they contacted us on the final day of our 9-day rental, asking us to return the vehicle without a full gas tank, which I refused as it was full (and $80 wouldn't even fit into the tank). Despite many more messages, all they offered was a 10% discount on the next rental, which I declined, vowing never to use this service again! They emphasized that these offers were simply a 'goodwill gesture.' What you see in your booking is not what you can expect at the counter! Total SCAM!
I would give zero if possible. We rented from a location in Chicago and were informed that if we had a pass account, we could link it to the vehicle, which we did, as there are many toll roads in Illinois. Everything went smoothly until we returned the car. The representative who checked in the vehicle assured me that my pass information would be removed as part of their return process. I trusted them since everything had gone according to plan up to that point. However, about four months later, I received a notification from my pass account stating that I was in arrears. Upon investigation, I discovered that the rental service did not remove my pass information as promised, and I continued to incur toll charges. I have spent the last five months trying to resolve this issue, but the customer service team has been unhelpful, despite this being a result of their failure to follow their own return procedures. All I wanted was a reimbursement of $30 to correct this mistake they created. They refused and told me to contact the pass service, which in turn directed me back to the rental company since the issue originated with them. I would like to provide a copy of my rental agreement, but I don't see a way to do that.
This is undoubtedly the finest car rental experience in Toronto. As a frequent customer, I can't praise the team's professionalism enough, from start to finish, it's exceptional. The manager is incredibly friendly and dedicated, always striving to ensure the best and smoothest experience for clients. The rest of the team is equally warm and kind. I've interacted with several members, and they've all been fantastic.
⚠️ CAUTION: STEER CLEAR OF THIS RENTAL SERVICE - Deceptive Insurance Practices and Poor Treatment ⚠️
As a travel agent who carefully organized this trip and adhered to all pre-rental guidelines, I felt compelled to share this warning: DO NOT RENT FROM THIS SERVICE, PARTICULARLY AT THE FLL LOCATION. I made this reservation through a travel platform in July 2025 for a trip in November. After reading multiple negative reviews, I contacted the main office to verify the necessary paperwork. I received detailed instructions regarding the required documents from my insurance provider, which I followed precisely. ❌ The Nightmare Begins at the Off-Site FLL Location
Location: After an early morning flight, we took a shuttle to the airport rental facility only to be directed to another off-site shuttle. The location was an isolated, unsecured garage-type building in a concerning area. The Wait: We stood in a long line of increasingly frustrated customers to enter a non-air-conditioned booth. It was evident many were facing similar issues. The Deception (The "Virtual" Agent): I eventually spoke to an agent named "David M" via a glitchy virtual screen. For 90 minutes, he intentionally stalled and found every excuse to delay giving us the car, despite having all the required, pre-confirmed documents. 💰 The Insurance Scam
The final excuse was a mandatory insurance fee. Initial Quote: "David M" quoted $72 for the necessary insurance. The Trap: Upset and stranded (two women in our early 60s), I provided my credit card for the deposit, planning to dispute the $72 charge later. The Shock: The transaction amount that appeared was over $800. When I questioned this, the agent smirked and stated, "Oh, that is $72 per day!" This is a classic bait-and-switch insurance scam designed to trap stranded customers into paying exorbitant, undisclosed daily insurance rates. I immediately canceled the transaction. 🛑 Stranded and Abandoned
When I asked the virtual agent what we were supposed to do, he casually replied, "You are on your own." We were left stranded with no vehicle. Shuttle Abandonment: While waiting for the shuttle back, the driver announced, "I am done for the day, find your own ride." We had to pay for an expensive Uber back to the FLL airport. Financial Consequences: Hotel: Unable to secure transport to our destination in Sarasota that day, we had to book an unexpected hotel room at FLL. (Added Expense) Bus: We had to wait until the next day to buy a bus ticket to Sarasota. (Added Expense) Second Rental: We were forced to rent a car from a reputable company in Sarasota to continue our planned trip. (Added Expense) The initial attempt to save money by booking with this service led to hundreds of dollars in unexpected costs, extreme stress, and a frightening experience. Conclusion: This company runs a systematic scheme that intentionally strands customers to compel them into paying inflated, undisclosed insurance fees. The staff is unprofessional, and the operation is chaotic and dangerous. My Strongest Advice: Avoid this rental service at all costs. You will be scammed, stranded, and your vacation will be ruined. I am currently fighting to recover my original booking payment.
I highly recommend avoiding this service. The lower prices are deceptive and a scam. They have a strict no cancellation or change policy. After I made a mistake with my reservation date, they refused to assist me, even though it was two weeks away. Their customer service is the worst I’ve encountered, and I will never use them again.
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Routes Car Rental, headquartered in Toronto, Canada, offers a large vehicle fleet across all categories. It operates at more than 10 Major Airport Locations in Canada and the United States and multiple dozen locations around the world through it's affiliate network and partnerships.
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