Routes Car Rental Reviews 

Flew in from Cleveland today and I would have been without a car had it not been for King! He was he great very professional but also compassionate will definitely use routes again my next trip

Carlos was very helpful

This company is a scam. Hidden charges , rude staff, cheating. Do not use them.

Anu was extremely helpful and pleasant to work with! She was friendly and helped me get on the road quickly in a vehicle that I wanted! Highly recommend using Routes for your car rentals, and ask for Anu! 😊

For context, I rented a car while on vacation in Puerto Rico. Because of a large flight delay, the rental handoff happened in the middle of the night in a typical PR rain. And, of course, I was very fatigued from travel.

The car I was assigned -- a 2024 Hyundai Elantra -- clearly was not maintained. In fact, it would not be a stretch to say that it had been abused.

The car had a filthy headliner, a major ding in the hood, a major scratch in the hood, damage to the corner of the front air dam (below the bumper), and a stain on the driver seat. Perhaps the biggest issue was the tire pressure. Three of the tires were greatly overinflated; they were at either 46 or 47 PSI. But the fourth tire was greatly underinflated at 26 PSI. I noticed this as I was driving on a toll highway in the middle of the night.

Since I was staying on the other side of the island, an easy exchange of vehicles was not an option. I lived with this vehicle for 11 days, and during that time I went to a local gas station four times to put air in the one tire that had an obvious leak.

Upon returning the vehicle, a Routes supervisor readily agreed to give me a 25 percent discount on my outrageous $903 fee. That did not happen. And I'm still holding my breath that they will not try to keep my $250 deposit.

Importantly, nobody walked around the vehicle with me when I rented it or when I returned it. I called twice during the rental to voice my concerns and put my concerns on the record, but both times I hung up the phone unsure if I was even communicating with the employee.

In the end, I felt that it was a terrible rental experience, which was not helped by a language barrier. Yes, the front counter guys did speak English, but most other employees did not.

Because of an airline weather-related delay, I was forced to rent from Routes. It was a desperate situation. My advice is to stay away from this company and rent from a more reputable national brand.

The lady at the counter always had a smile and answered all my questions. She is very pleasant to deal with.

Great Experience,staff is really good, Good job done by carlo, in return
Thank you

Easy too book and shuttle was pretty fast . Front desk was not very helpful. Carlos at return was good! Overall positive

Everything is great from picking up thr car and returning the car. Carol is very nice and professional. Would recommend routes.

Great service by all the staff. Namely Carlos

Carlos c was very friendly and helpful.

Had an amazing experience with routes.Mr Kunal was very supportive and made process hassle free

Great customer service when I arrived to pick up the car. No issues, good price. Carlos did a really nice job checking us out! Will rent again.

This was by far the worst rental car experience I’ve ever had. The customer service was absolutely terrible from the moment I arrived. The staff was rude, unhelpful, and acted like they were doing me a favor instead of providing a service I paid for.

The car I received was in horrible condition — dirty inside, clearly not properly cleaned, and it even had mechanical issues. I felt unsafe driving it. When I brought this up to the staff, they completely ignored the problem and refused to offer a solution or a replacement vehicle.

On top of that, the whole process was extremely disorganized and took way longer than it should have. Hidden fees appeared that were never explained beforehand, which made the situation even worse.

I travel frequently and rent cars often, and I can honestly say this place has the lowest level of professionalism I’ve ever seen in the rental industry. I would strongly recommend avoiding this company unless you want to waste your time, money, and patience.

THE CRAZY IT WAS I PAID $70 for all then when I returned the car they charged me plus $138,and nobody was a kindly person for help me with the problem.
PLEASE I DO NOT RECOMMEND THIS SHIT

I'd give them a zero if I could. They are a scam period! My flight was delayed due to weather and of course that turned out to be my fault according to Routes. Then it took them over an hour to send a shuttle which I had to call them several times. Then you go to this off site location where there are no people but little booths where you go to a computer screen to talk to an agent. The agent informed me that because I was 1 1/2 hours late that my reservation was no longer valid and they could not give me a car. The guys name was Alvaro - remember that name because he is not helpful and wastes your time! In addition, he did not call the shuttle to come and pick me back up so that I could get to the terminal to rent another car with a legitimate car rental company, Make sure you do not book with these guys. They are lying and I was not the only one having issues. Others had to go back because they insist you buy their rental car coverage or you can't get the car and it's more expensive than renting the car. I will tell everyone I know to never use booking.com or Routes car rental!

Long shuttle wait. Very very long wait for an agent. Many hidden costs with little explanation Very rushed experience with agent. Insurance policy not given upfront so proper documentation can be given. No one in the parking lot to explain anything about b car. Long lineup out. No help re directions to main highway. We will never book with this carrier again

Their prices are incredibly low which is a nice relief. I would book again if I had to time for airport pick up and drop off and wasn't driving too much.

Only issue is they seeem to be located outside of airports which makes for a shuttle ride. But if you have time its one heck of a money save.

Long Wait Times: Many users reported excessively long wait times, sometimes up to several hours. "Waited in line for 40 minutes - and the line did not move."

Hidden Fees and Upselling: Customers frequently mentioned being forced to buy insurance and other add-ons, even when they already had coverage. "They deceive you into getting their insurance which far exceeds the daily rental amount."

Poor Customer Service: Reports of rude staff and unhelpful customer service are common. "Customer service hung up on me and said handle it myself."

Vehicle Quality: Some users received poorly maintained vehicles, including issues like bald tires and dirty interiors. "The car was absolutely filthy that we rented."

Deposit Issues: Several customers reported difficulties in getting their security deposits refunded. "They have stolen my $250 USD security deposit."

My new favorite car rental company. Amazing price and friendly staff. When returning Carlos came to get the keys, did a quick inspection and gave me a thumbs up. No hassle no Extra fees