Complaints

• Initial Complaint

  02/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of transaction February 5, 2025 ****** Car rental and they charged me ****** extra from the amount that was signed for. The total was supposed to be ******

  

  Business response

  02/21/2025

  Hi BBB Team,
  
  First, we apologize for the inconvenience, we are having issues with our P.O.S system and we are processing all refunds manually, and for this reason the delay.
  
  Regarding Mrs. ******* refund I sent an email to my accounting department for them to process it immediately.
  
  We apologize again!
  
  Sincerely,
  
  ***** *****
  
  Manager

  Customer response

  02/24/2025

  Thank you so much for the response. I will be satisfied once I actually do receive the refund. Given there are so many reviews stating it has been MONTHS and have yet to receive their money back. I provided a photo of what the payment agreement was. 

  Customer response

  02/26/2025

   
  Better Business Bureau:
  
  Thank you so much for the response. I will be satisfied once I actually do receive the refund. Given there are so many reviews stating it has been MONTHS and have yet to receive their money back. I provided a photo of what the payment agreement was.
  
  Sincerely,
  
  Vigelkis *******

• Initial Complaint

  02/11/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 2nd 2025 I booked a car rental with $244.81 dollars up front, I did not use the service and tried to cancel and they took my money with no refund, during my trip I've run into other visitors and they also had a terrible experience with the company that also has low reviews on ******. I want my money back and my bank told me to take it up with the merchant and they refuse to give the money back on a service I did not use.

  

  Business response

  02/13/2025

  Hi BBB Team,

  Our system shows this reservation as expired and this customer pre-paid to a third-party affiliate, so I sent an email to upper management for the approval of the refund of the pre-paid amount.

  I will let you know very soon the resolution for this case.

  Sincerely,

  ***** *****

  Manager

  

  Business response

  02/13/2025

  Hi BBB Team,

  As per upper management, I sent an email approving the refund of the pre-paid amount for this reservation.

  Please note that because they booked with a third party (Routes Car Rental) they need to process it.

  Sincerely,

  ***** *****

  Customer response

  02/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this next step is satisfactory to me. The resolution will be fully resolved and satisfactory when approval is sent for the refund amount.
  
  Sincerely,
  
  ******* ****

  Customer response

  02/13/2025

  Case is not closed until I get a refund. Still awaiting approval with no way to contact merchant.

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a vehicle back in December ******* and still til today i have not got my deposit back. Its February now and im told to wait for my money

  

  Business response

  02/13/2025

  Good morning BBB Team,
  
  We are sorry for the inconvenience and delay in refunding Mrs. ***** deposit. We are experiencing issues with our POS system and that is why the delay occurred.
  
  I have emailed our ********************* to process this refund as a priority.
  
  Our apologies again!
  
  Sincerely,
  
  ***** *****
  
  Manager

  Customer response

  02/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Picked up a Rental on Dec. 18, 2024, First of all was not the vehicle I had requested too small for my 85 yr mom a total of 6 people traveling plus the luggages I then Noticed a few hrs. after that the horn on the car didn't work, brought the rental in for a replacement twice upon waiting 2.5hrs in line was sent away due to not having any other vehicle available requested to speak to a manager but was instructed to continue calling the rental office for availability but for 9 days no luck. On Dec. 27, 2024 dropped off rental with tank full of gas and spoke to a Manager for Assistance on getting a credit for the defective horn and having to take a chance on driving all 9 days with that defective car. They took my personal information and was told that once a decision was made I would get an email letting me know about the credit Never received any email I started calling the office to know the status kept getting different excuses I was bounced from ******* other offices, customer agents hanging up on me and being rude, lying and even laughing with No compassion after explaining to them my financial situation on getting charge late fees on the credit card used for the deposit. On one of the calls I was finally told that all I was getting as credit for the defective car and trouble was $40 plus my deposit of $250 which I feel its not fair for all the trouble and stress they have caused me and it's been almost a month and a half and nothing yet. This rental company is very unreliable has been a complete nightmare giving me headaches, stress even taking hrs. from work to be on the phone waiting and complaining. Their treatment towards me has been unexcusable and painful I feel I should get compensated a little more than just $40 for all the pain and suffering that they have caused me at least I'm requesting $394.69 that I was charged extra at the time of pick up of the car.

  

  Business response

  02/21/2025

  Hi BBB Team,
  
  First, we apologize for the inconvenience, we are having issues with our P.O.S system and we are processing all refunds manually, and for this reason the delay.
  
  Regarding Mrs. ****** refund I sent an email to my accounting department for them to process it immediately.
  
  We apologize again!
  
  Sincerely,
  
  ***** *****
  
  Manager

  Customer response

  02/21/2025

   
  Complaint: 22895599
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer response

  02/21/2025

  Its been almost 2 months of stress calling different offices dealing with rude customer service agents and getting charge late fee charges from the credit card Im beyond the point of frustration and humiliation from this company I feel that a simple apology is not enough for all this stress and aggravation that this company has made me go through on getting my $250 Deposit back. I deserve to be compensated a much greater amount than just those miserable $40.00 that they are giving me as credit for the damage rental car i was sent out to drive for 9 days. This has been a complete nightmare.  

  Customer response

  02/26/2025

  Whats going to happen with my Deposit that I have not yet received in 2 months????

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am ***** ****, My family did a 2-day rental with this company during XMAS in *********** from 12/20-12/22, contract ID #******, The invoice they charged in total was ****** including a $250 deposit (the actual quote we got on Expedia $138, they added a lot of additional charges not mentioned in the initial quote, except $30ish highway charge), however after we returned the car on 12/22 without any issue/damage, until now today, they still haven't refunded me $250 deposit yet, which they promised and marked on the contract refund on the date of returning car, I called many times, the company just kept delaying a week by another week, even I asked my credit card company to reach out and help on this issue, they don't reply my credit card company inquiry as well. I tried to contact them in the past few days, but the line is always busy or cut off. The latest time I could get a hold on the company was 1/11, they said they would refund me on 1/16 ( Thursday), but no results. It has been 1.5 months. Where is my deposit?

  

  Business response

  02/13/2025

  Good morning BBB Team,

  We are sorry for the inconvenience and delay in refunding Mr. **** deposit. We are experiencing issues with our POS system and that is why the delay occurred.

  I have emailed our ********************* to process this refund as a priority.

   Our apologies again!

  Sincerely,

  ***** *****

  Manager

  Customer response

  02/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable, hope the refund could be processed soon.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It have been a month since I returned the car with a full tank of gas and exactly the way it was given to me where is my deposit.

  

  Business response

  01/21/2025

  Hi BBB Team,

  We have a problem with the ***** system and we are processing all refunds manually. The team is working diligently to comply with the high volume of transactions that we have, very soon we will send the resolution for this case.  

  I sent an email today,01.21.2025 to my ********************* for them to process this deposit refund immediately.

  Our apologies for the inconvenience!

  Sincerely,

  ***** *****

  Manager

  Customer response

  01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  01/06/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On December 30 I had a reservation for 12pm for 328 dollars I was charged an extra 100 dollars for hidden fees that was not included during my online reservation. The front desk person couldnt give me a breakdown to see what was the extra 100 dollars being charged. I had to wait for over 4 hours to get the car rental. The car was dirty full of sand and it smelled moldy. The staff didnt care for customers concerned not friendly at all very rude staff. Once the car came it had no windshield wipers and the tires we bad. I had to kept putting air in the tires. This isnt how a car rental should be running business. If you go to routes car rental reviews you will see everyone has had an issue with this location. Something has to be done a business should not be running with so many problems and complaints

  

  Business response

  01/22/2025

  Hi BBB Team,

  We received your case for rental agreement #****** and it was verified with our accounting department and the charges are correct.
  Please note that she purchased incremental at the counter such as Tolls, RSA, Wind & Tire protection and the taxes for these. These were not included on her reservation.
  
  We are just following the company policy, and this is how the charges have been structured.
  We apologize for any confusion.
  
  Below is the detail of the charges for more clarification:

  ALLIED CAR & TRUCK RENTAL Rental Agreement

  R/A No.   ****** Booked Date   12/30/2024
  
  This Rental Agreement is valid until 01/03/2025 .
  LESSOR RENTER Company
  SJU
  *************************, MARGINAL ***********
  ********, PR 00979
  **************(W) ********, ******
  9206 PERFECT HOUR
  ********, **
  ********;21045
  78743100176(H)
  ********************************
  
  
  
  RENTAL VEHICLE
  Pick-up (date & time): 12/30/2024 01:53 PM
  Drop off (date & time): 01/03/2025 11:55 AM
  Total Days: 4
  Total Deposits: ****** Unit Class:    ECAR ECONOMY CAR
  Total Miles: 52
  Unit No.:    8361
  Unit VIN:    *****************
  
  Description Amount
  RATE CHARGE (Close) 215.33
  AUTOEXPRESSO (Close) 10.00
  ROAD ASSISTANCE (Close) 12.95
  TOLLS PER DAY (Close) 39.80
  WIND & TIRE WVR (Close) 9.95
  CUSTOMER FACILITYFEE (Close) 38.83
  STATE TAX (Close) 29.83
  MUNICIPAL TAX (Close) 2.84
  AIRPORT CONC REC FEE (Close) 40.39
  VEHICLE LICENSE FEE (Close) 10.00
  ENERGY RECOVERY FEE (Close) 11.80
  
  Total Charges ******

  Sincerely,

  ***** *****

  Manager

  

  Business response

  01/31/2025

  Hi BBB Team,
  
  We received your case for rental agreement #****** and it was verified with our accounting department and the charges are correct.
  Please note that she purchased incremental at the counter such as Tolls, RSA, Wind & Tire protection and the taxes for these. These were not included on her reservation.
  
  We are just following the company policy, and this is how the charges have been structured.
  We apologize for any confusion.
  
  Below is the detail of the charges for more clarification:
  
  ALLIED CAR & TRUCK RENTAL Rental Agreement
  
  R/A No. ****** Booked Date 12/30/2024
  
  This Rental Agreement is valid until 01/03/2025 .
  LESSOR RENTER Company
  SJU
  *************************, MARGINAL ***********
  ********, PR 00979
  **************(W) ********, ******
  9206 PERFECT HOUR
  ********, **
  USA 21045
  78743100176(H)
  ********************************
  
  
  
  RENTAL VEHICLE
  Pick-up (date & time): 12/30/2024 01:53 PM
  Drop off (date & time): 01/03/2025 11:55 AM
  Total Days: 4
  Total Deposits: ****** Unit Class: ECAR ECONOMY CAR
  Total Miles: 52
  Unit No.: 8361
  Unit VIN: *****************
  
  Description Amount
  RATE CHARGE (Close) 215.33
  AUTOEXPRESSO (Close) 10.00
  ROAD ASSISTANCE (Close) 12.95
  TOLLS PER DAY (Close) 39.80
  WIND & TIRE WVR (Close) 9.95
  CUSTOMER FACILITYFEE (Close) 38.83
  STATE TAX (Close) 29.83
  MUNICIPAL TAX (Close) 2.84
  AIRPORT CONC REC FEE (Close) 40.39
  VEHICLE LICENSE FEE (Close) 10.00
  ENERGY RECOVERY FEE (Close) 11.80
  
  Total Charges ******
  
  Sincerely,
  
  ***** *****
  
  Manager

  

  Business response

  02/03/2025

  
  Hi BBB Team,
  
  We received your case for rental agreement #****** and it was verified with our accounting department and the charges are correct.
  Please note that she purchased incremental at the counter such as Tolls, RSA, Wind & Tire protection and the taxes for these. These were not included on her reservation.
  
  We are just following the company policy, and this is how the charges have been structured.
  We apologize for any confusion.
  
  Below is the detail of the charges for more clarification:
  
  ALLIED CAR & TRUCK RENTAL Rental Agreement
  
  R/A No. ****** Booked Date 12/30/2024
  
  This Rental Agreement is valid until 01/03/2025 .
  LESSOR RENTER Company
  SJU
  *************************, MARGINAL ***********
  ********, PR 00979
  **************(W) ********, ******
  9206 PERFECT HOUR
  ********, **
  USA 21045
  78743100176(H)
  ********************************
  
  
  
  RENTAL VEHICLE
  Pick-up (date & time): 12/30/2024 01:53 PM
  Drop off (date & time): 01/03/2025 11:55 AM
  Total Days: 4
  Total Deposits: ****** Unit Class: ECAR ECONOMY CAR
  Total Miles: 52
  Unit No.: 8361
  Unit VIN: *****************
  
  Description Amount
  RATE CHARGE (Close) 215.33
  AUTOEXPRESSO (Close) 10.00
  ROAD ASSISTANCE (Close) 12.95
  TOLLS PER DAY (Close) 39.80
  WIND & TIRE WVR (Close) 9.95
  CUSTOMER FACILITYFEE (Close) 38.83
  STATE TAX (Close) 29.83
  MUNICIPAL TAX (Close) 2.84
  AIRPORT CONC REC FEE (Close) 40.39
  VEHICLE LICENSE FEE (Close) 10.00
  ENERGY RECOVERY FEE (Close) 11.80
  
  Total Charges ******
  
  Sincerely,
  
  ***** *****
  
  Manager

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***** ****** and from December 16 through December 19 I rented a 2021 Chevrolet Model No. 7978 with license plate number *******, from the ******************** store near the ******************** in ********, **. My contract number is ******. During the time I was renting the car I was hit from behind. The accident was the other driver's fault. I have attached the police report that clearly states that fact.Upon returning the car, I was subsequently charged a $1079.80 damage charge and was never given back my $250 deposit.What I want answers for are:1. I was told that Allied would reach out to the insurance of the lady who hit me and then once that was done, the damage charge would be taken off my account. I have no evidence that they reached out to the at-fault party's insurance. I would like that evidence.2. The bill they sent my bank (after I disputed the charges on my credit card) shows that repairs cost $962.82. That means my damage charge would cover the entire repair bill. I would like to know why I did not receive my deposit back, if all the supposed damage was covered by the damage charge. 3. The pictures they sent my bank to show that the car was "damaged" are time stamped 12/16/23, which is the day I rented the car, not the day I dropped it off. That would mean the supposed damage was already there when I picked up the car and the repairs were for existing damage, and not from my time renting it. I would like this discrepancy to be addressed. I have also attached the bill for damage repair that shows the damage charge would have covered the whole thing. A letter they sent to my bank which in part claims that the damage is shown in the "360 Inspection" which is timestamped before the car was in my possession. The timestamped 360 Inspection. These different documents are all in the document BBB Allied Dispute Information.I tried to send the entire 27-page letter with more documentation but the file was too large.Thanks for your help,*****

  

  Business response

  12/18/2024

  Hi BBB Team,

  I sent an email to my ***************** to gather more information and very soon we will be sending our resolution.

  Sincerely,

  ***** *****

  Customer response

  12/18/2024

   
  Complaint: 22697712
  

  I understand the first email was just an acknowledgement of my complaint. However, I was told to take action or that my complaint would be considered as resolved in 10 days, so that is why I am taking this step.
  
  Sincerely,
  
  ***** ******

  

  Business response

  12/20/2024

  Good morning BBB ********************************* reviewed this case and the charges are correct.

  I have attached the estimated and the supporting documents.

  If Mrs. ****** have any more questions; he may contact our claims department by email at *****************************************************************************************************************.

  Sincerely,
  ***** *****
  Manager
  If plan A does not work, Keep Going, the alphabet has 25 other letters!

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a full sized pickup (Ram 1500 or similar) as they described thru Priceline because I needed room for 3 adults and a large truck bed for hauling items. When I got to Routes/Allied Car & truck rental, they forced me to take a ****** Tacoma which is a small/compact sized truck. ******* full size/similar to ram 1500 they described I was renting would have been a ****** Tundra pickup. Not only did I get a price of $287 from Priceline but the final bill was $418. This included toll charges, taxes, etc...but the problem is they gave me a vehicle that was different than what I reserved and my 3 friends had to suffer and I had to make an extra trip because the truck bed was too small to haul what I needed. Very inconvenient and definitely a wrong doing by Routes/Allied/Priceline. I want a credit for being forced to take a downgrade/non similar vehicle.

  

  Business response

  11/20/2024

  Dear BBB,

  After reviewing and investigating the customer concern we have identified that this booking and rental was not provided by Routes Car Rental Corporate. This was provided by Allied Car & Truck Rental - SJU and we would kindly request you to transfer this Review/Case to  Allied Car & Truck Rental.
  
  
  
  Address for Allied Car & Truck Rental : *******************************************************************************************************************

  

  Business response

  11/29/2024

  Good Morning BBB Team,
  
  We reviewed their case and were able to conclude that our **** says RAM or similar and the unit delivered to our customer is below that category is not a RAM but it is similar.
  
  We are sorry for the confusion.
  

  Sincerely,

  ***** *****

  Manager

  
  

  Customer response

  12/02/2024

   
  Complaint: 22571483
  
  I am rejecting this response because:

  See the description showing the details of what I rented.  It clearly states a full size truck and the ****** Tacoma is not classified as full size.  The ****** Tundra is their full sized truck and is similar to the Ram 1500.  I see there is no guarantee on the make or model which makes total sense but the vehicle I got was not full size or similar to the Ram1500.  I could have rented a Tacoma anywhere but chose the full size/Ram1500 thru Priceline/Routes/Allied because we needed a "full" sized pickup box for hauling but also a backseat for 3 adults.  What I got was not considered a full sized pickup truck by those who know the differences.
  
  Sincerely,
  
  **** ********

  

  Business response

  12/03/2024

  Good morning BBB Team,
  
  We reviewed the case with upper management and the final conclusion is the following: our page clearly indicates RAM or similar category, and we rented a similar one.
  
  For this reason, the refund does not apply, and we apologize for any misunderstanding.

  Sincerely,

  ***** *****

  Manager

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/1/2024 I was traveling to ***********. Book my car/ airline reservation and booked a car reservation for Route AKA allied car rental. I then checked to see if Route aka Allied had transportation to ******** where the car was from the Airport they said just call when you arrive no charge. After arriving at the airport I called a number of times the phone was busy all the time. Finally I asked someone and hop on the shuttle bus to get the car. I was very tired from traveling long hours just wanted to get to my destination. Waited on line and the agent was very rude and just throw the contract at me and asked for a credit card. I told him I had insurance and he said I could not use it. He said just Initial here and here. I ask for toll monitor and he said sign here and that monitors your tolls. Did not want to answer any questions just in a rush to get me out. I paid $161.96 plus tax for 6 days on priceline and then after returning the car they rush me out of the car and wanted my contract, I told him that was my copy and asked do I go in to solve and payment issues and he said that will be resolved in 7 days. The shuttle was leaving so I had no choice to get on to the airport. Never got a bill until disputed charges, then I was emailed the bill. I was charged for connection to airport energy fee, road assistants, to the airport and tire and wind charges $9.95 per day ,tolls $9.95 per day customer facility fee, State Tax, Municipal Tax, Airport conc rec fee. I have disputed my credit card and they have not acknowledged my complain. I got an email from **** ****** and asked to call her she works 10PM shift and when I called was disconnected a number of times. Told lady she works the night shift call her then. I email her and no respond very rude company.Mind you I travel one mile using the toll from ******** to ******* and back and I went to humacao back and forth once. I do not thing that is worth $59.70 you only pay for tolls used. Bad company.

  

  Business response

  09/27/2024

  Hi BBB Team,

  We sincerely apologize for the inconvenience Mrs. ******** underwent.  We have addressed the issue with our Management Team and human Resources to make all the necessary improvements to prevent such an event from happening again. In appreciation for her valued feedback and for the inconvenience, please inform her to use this email as a 20% discount voucher # (2072) towards any future rental for time and mileage in any vehicle class at any of our corporate locations. 
  
  We look forward to rectifying this incident with our future service and thank you once again for the feedback.
  
  Sincerely,
  Manager /Priceless/Nextcar /Routes

  
  

  Customer response

  09/27/2024

   
  Complaint: 22346503
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

  

  Business response

  09/30/2024

  Hi BBB Team,
  
  We sincerely apologize for the inconvenience Mrs. ******** underwent. We have addressed the issue with our Management Team and human Resources to make all the necessary improvements to prevent such an event from happening again. In appreciation for her valued feedback and for the inconvenience, please inform her to use this email as a 20% discount voucher # (2072) towards any future rental for time and mileage in any vehicle class at any of our corporate locations. 
  
  We look forward to rectifying this incident with our future service and thank you once again for your feedback.
  
  Sincerely,
  Manager /Priceless/ Nextcar /Routes

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩