The problem was more with YOU/KAYAK! I have tried to reach out to Kayak and have NOT received ANY response! Not only was this rental a RIP OFF, it was a TERRIBLE experience! :(( PLEASE HAVE SOMEONE CONTACT ME!
We are going to file a complaint with Kayak regarding our experience with Routes. The requested pick up shuttle simply never showed up, at least not after one hour of waiting at the airport. We are asking routes to reimburse the rental, they are denying the request. We plan on elevating the complaint with Kayak, as we booked the rental through your company. You should stop doing business with routes, it reflects poorly on your company’s choices. We are going to ask Kayak to reimburse the rental since it seems routes is not interested in making good with its customers.
When searching for a rental car, I chose your company based on the rate presented to me through KAYAK, as most consumers would. For this trip to the Denver area, KAYAK identified your company as offering the best rate, so I decided to give your company my business. At the time of booking, I paid $263.38, including the insurance coverage presented during the booking process, for my rental during my time in the Denver area. However, when I arrived at the customer service desk, expecting a quick checkout so I could get on my way to my destination, I was charged an additional $900+. When I questioned the additional charges, I was simply told that rental car rates are high. I was also persuaded to purchase the prepaid fuel option because I was told it would be “cheaper” than filling the vehicle at a gas station. Additionally, I was charged $69 for tolls, despite never using toll roads during my trip. This raises a very simple question: Why would a customer search for the best available rate, choose your company over other rental car companies, and then be presented with hundreds of dollars in unexpected additional charges at the counter? The original online booking price is what influenced me to choose your company. Had I known that the $263.38 quoted and paid online would ultimately result in an additional $900+ being charged at the counter, I would have made a completely different rental decision. What is particularly frustrating is that other rental car companies now offer an entirely app-based experience where customers can complete the rental process without going to a customer service counter and being presented with additional charges or optional products that were not clearly understood at the time of the original booking. I would like an itemized explanation of every charge that resulted in the additional $900+, including an explanation of why the $69 toll charge was applied when I did not use toll roads, as well as an explanation of the prepaid fuel charge and why it was represented as the more economical option. I also believe customers should be able to see the true total cost of their rental before arriving at the counter, rather than being attracted by a low advertised rate only to encounter substantially higher charges when they arrive to pick up the vehicle. I chose Routes because of the rate presented to me. Unfortunately, the final cost and the experience at the counter were very different from what I reasonably expected when I made the reservation.
Only gripe is the distance from the airport to the rental company for pickup/drop off, but the shuttle service was fairly timely and worked fine.
Long wait to pick up rental vehicle. Was charged for services without explanation. Was charged for a service at a higher rate than quoted. Routes Customer Care is not run efficiently. No response to multiple emails, and forced to wait on hold for 45 minutes before being connected with a representative. The representative then advised that an email would be sent within 5 minutes that explained the changes. I would then have to follow up via email. After 3 hours, I’m still waiting to receive that email from Routes. Will not use Routes again.
For the Florida rental (not Colorado), the extra $38/day for insurance coverage made us not rent the car and take a Lyft instead.
