Routes Car Rental Reviews 5,462

Where to begin...super hard to locate shuttle...arrived at offsite location (ATL) and you sign in on a paper waiting list...two agents helping...lines grow to be 10-15 customers waiting...20 mins later, a new employee arrives, goes behind counter, and starts scrolling on their phone...the place was dark and scary and took 30 mins+ to get our car. never again. I sent all this in right after our experience, and kept getting canned "we'll get back to you sorry for the delay" emails for the last 3+ months....oh well.

Awful, terrible. They told me to buy toll fee for three days. They said I would ho through tolls on interstate from Denver to Colorado Springs and if I did not pay $13 a day and went through a toll once, they would charge me a $75 fee! I did not go through a single toll-they lied! The $39 I paid them was simply extra money for them which is why they lied to me. The Nissan Rogue was a disaster and it kept disconnecting from my phone every 5 minutes and then pairing again on its iwn, but causing the google map from my phone onto the car screen to disappear every 5 minutes for about 30 seconds. Tried calling them and no humans. Only AI with their questions and no ability to talk to a human. They also are not at Denver airport and are further away and their shuttle only comes and goes every half hour! DON'T USE THEM! A WASTE OF TIME AND MONEY!

My rating would have been zero stars.. deceptive business practices and failure to disclose material rental terms.
On February 11, 2026, prior to making a reservation, I contacted Routes Rental Car directly to confirm whether there were any restrictions if I used my personal auto insurance coverage. I was clearly told there were no restrictions. Based on that representation, I proceeded to book a prepaid rental in the amount of $180.93.
Upon arrival at the rental location, I was informed for the first time that I could not use my personal insurance because my personal vehicle was not a 2020 model or newer. This restriction was never disclosed during my phone inquiry and is not stated on their website or booking platform. Had this policy been disclosed, I would not have made the reservation.
When I attempted to cancel the rental due to this undisclosed restriction, I was told I would not receive a refund of my prepaid amount. As a result, I felt I had no reasonable alternative and was forced to purchase their insurance coverage for an additional $140.84 in order to avoid losing my prepaid funds.

These actions constitute a failure to disclose material terms prior to booking and placed me in a position where I incurred additional charges under pressure.
I requested A refund of the $140.84 insurance charge and Written documentation of the alleged “2020 or newer vehicle” insurance restriction policy which i received neither and keep getting told I signed for the insurance.. yes because they're was no other option. Either sign or lose $180.93

They are a scamming company right along with Expedia don’t ever book they will take your money online not give u a car or a refund this place needs to be investigated no way are they scamming people out of there money and getting away with please someone of higher power investigate an get this place shut down specifically in Orlando

Scammers do not use them please

I booked a car rental from Expedia and paid the whole price , once I got to fort Lauderdale I had to go in a closed both that is very hot and I dialed a number for a salesman that is on a lap top from Orlando no liver person available,this person told me we don’t work with a third party Expedia and we don’t take American Express card must be a visa they end up charging me $576.98. They are scammers please do not use them.

They scam you. I rented a car from them through Priceline. When I arrived they wanted to charge me an additional $307. I asked why that I had already paid they said they didn't care if I want a car I had to pay them. I asked for a ride back to the airport so I could rent from Hertz. The idiot said he would match their price of $185 if I got his car. I told him only if you subtract the $75 I paid Priceline on the final bill. He agreed. In the end they didn't and also charged an additional fee of $81. So my advice never use these scammers.

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.

Carlos was really helpful and guided me with return process.

SCAM of a Company! Do not book here under any circumstance! AVOID!
Not clearly stated in terms and conditions that you need your own insurance or else you pay extortionate prices with them!
We were quoted $700 extra on arrival!
Luckily we had friends so refused to pay this and got an uber to theirs instead!
Customer service is horrendous!
I hope this company goes bust!

Good customer service

Great service. Nice clean car. Carlos was very professional, courteous and friendly. Would definitely recommend.
Pick up and drop off was very smooth and convenient. Hassle free.

I had a good experience with the routes. The man who took the car back, Carlos, was very nice and polite, explained to me the whole process of returning the car.

Horrible service! No one was able to help me

Had to wait 40 minutes before the shuttle bus picked up. The customer service was terrible. Did not expect this from the company.

BEWARE ROUTES CAR RENTAL!!!!
I went with the cheap rental 400$ for 14 days, with a 1500$ deposit. Picked up in Montreal, Quebec but ended costing me, Insurance 500$ I got charged for going transit thru Ontario back to Quebec another 400$. Plus the unlimited is 200km per day and if you go over that it’s 20 cent per km! They are a complete ripoff. On top of that the shuttle to there place could get a hold of them, so had to take a taxi to there place another 25$.!!!!!

My experience renting a car from Routes in Orlando airport was great ! Special thanks to Maria. She was professional, helpfull and super nice.

Excellent car rental experience. The price was great and the service was even better. Carlos was a pleasure to work with—very professional and efficient. If you need a reliable rental with no hidden fees, this is the place to go!

Carlos was great on the return. Great experience overall. Returning customer for 3 years !

Great experience with all the staff when we arrived. Quick process getting in and out. Will definitely rent with them again! Thanks Carlos for great return service.

Do not rent from this company under any circumstances. Based on my experience, their business practices are deceptive and appear intentionally designed to extract unjustified fees from customers. I am actively exploring legal options, including a potential class action lawsuit, as I am confident this is not an isolated incident.

At no point was I verbally informed that crossing a state line would result in an additional fee. The rental agent merely asked whether I planned to leave the state, to which I truthfully answered no. Our hotel was located on the Georgia/Alabama border, and we briefly crossed approximately five miles into Alabama solely to purchase gas. Had I been informed that this would result in a $60 charge, I would not have done so. The failure to clearly disclose this policy is unacceptable.

Additionally, the vehicle was returned with three-quarters of a tank of fuel—the exact level at which it was provided at pickup. I possess time-stamped photographic evidence clearly documenting this. Any fuel charges applied to my rental are false and improper.

I also have screen recordings showing that when I attempted to save the rental agreement to my phone, all contract text disappeared, leaving only my signatures. This strongly suggests the agreement was altered and that I never agreed to any state-line or fuel charges.

Customer service has been consistently hostile, dismissive, and unprofessional—both at the rental location and throughout subsequent communications with corporate representatives.

I strongly advise consumers to avoid this company entirely and spend slightly more per day with a transparent, reputable rental provider. Renting from this company is not worth the financial risk or frustration.