I rented a car through this employer from 6 to 10 June, 2019. I am a disabled veteran of the Canadian Armed Forces with a service dog who's registered with the province of BC.
This rental agency charged me $169.50 for a "pet cleaning fee". I explained the current legislation both in BC and in Ontario that a service dog is most certainly not a "pet".
The counter agent acknowledged that my service dog was not a pet, yet stated "we are going to charge you anyways".
I walked over to the managers office and asked him to intervene as I had spoke with him when picking up the vehicle. I showed my dogs certification to which he agreed there would be no pet cleaning fee as I have a service dog prior to my accepting the vehicle.
During my conversation with the manager, he stated "I'm on the phone, so whatever the desk agent says".
I confirmed that he was breaching the law and violating my rights, which he again told me "whatever the desk agent says" and returned to his phone call with the president of routes.
After being charged, I emailed routes customer service with a detailed explanation of what transpired, even providing a link to the specific laws they were in breach of.
If routes if violating the rights of disabled veterans, after being advised of the law with routes desk agent, toronto manager, and routes customer service still refusing to provide a refund, I would highly advise finding another rental company.
I've filed with the Accessibility Ontario Disabilities ACT administrators who will not only ensure I receive a full refund, but require routes staff in Ontario to receive training on the ACT, plus initial fine that starts at 10,000.
The fact they emailed me stating they know they're violating my rights, yet refuse to provide a refund, should be a huge concern to most supervisors and senior executives of this employer.
I'll also be following up with the BC Securities Division to ensure that routes BC employees have been instructed and trained in their responsibilities when it comes to disabled persons rights.
All will cost this employer probably a slight amount over simply doing the right thing and refunding my 169.50.
I want all my money back and an apology. After every government agency, both Canadian and American have completed their inspection and investigations. read more
