nice selection of cars, easy checkout once you complete all the paperwork. but they don't take Amex premium insurance even though it's primary and their offered insurance is pricey. after adding that and the ezpass fee, I should have just gone with one of the on-site rental agencies closer to the airport
Routes Car Rental provided a great experience. The car was clean, comfortable, and in excellent condition. The service was friendly and efficient, and the pickup and return process was smooth. I had no issues during my rental and would definitely use Routes again in the future. Highly recommended!
The vehicle it self was fine, but at check in the agent lied to me and told me they wouldn't take my insurance which was from a highly reputable company with very high level of coverage and I was too exhausted from a red eye flight to argue, and made me pay $375 to use their insurance. Then upon checkout, they asked me who my rental was through, then when I couldn't find the info they were looking for, and said "let me see your phone, I can help you find it", just to find out that the person found a request to fill out a review on my behalf and filled it out before they would let me finalize the drop off. I eventually got my money back after complaining and leaving bad reviews, but they never addressed what they were going to do to fix the shady business practices.
Vehicle was fine. Staff were rude, smug and arrogant. Tried to force me to take extra add-ons I didn't want and put me through to ringer to prove that I have the correct insurance with my credit card by making me pull up the policy, reading it line by line to them, showing them that this is the policy for the card I paid, then calling the manager over and doing it all over again. And even then, they still tried to tell me it wasn't the right coverage because it's a Canadian credit card and the amount wouldn't cover the vehicle price in USD when in fact the policy states that it would cover up to the amount of the full vehicle value, in the country it is being rented in. After all that, they still would not let me take the rental unless I took liability insurance through them stating that they do not take credit card coverage and wouldn't allow me to use my personal insurance. I have rented cars many times in other states and countries and have never dealt with this. It felt like a scam. Don't let the cheap rental price fool you because that is just the reason for them to get you in and charge you twice as much for the most basic insurance, plus whatever additional things they will try and get you for.
When we got there we asked about upgrading because another family we traveled with couldn’t rent a car (their credit card got declined). Routes took full advantage of the situation and turned a $90 rental (about $190 with insurance) into $200 more to just upgrade to a mini van. Honestly I thought it was a lot, but was happy to help the other family. Get home and see they have now charged us almost $500 for the upgrade only, on top of the &190 I already paid for the first car. If we hadn’t changed our reservation, no complaints. But when someone one tries to do good and help another family in need, we got taken for it.
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