Khushi Bashkar was great customer service. She attended to 2 customers at the same time and got my rental done as well.

Avoid this company at all costs. I reserved a minivan weeks in advance through Expedia, but before pickup I received an email stating they had run out of available minivans and could only offer a 5-seat SUV, which did not meet my reservation. The email explicitly said I could cancel if the replacement did not work for me. I canceled because Routes could not provide the vehicle I reserved. However, they refused to issue a full refund, even though they admitted they were unable to fulfill the reservation. I am now disputing the charge with my credit card company. This left my family scrambling to find another rental at the last minute, costing us valuable vacation time and significantly more money. A confirmed reservation should mean something. If a company cannot honor reservations, it should not continue accepting bookings or ask customers to cancel themselves. Avoid this company at all costs if you value your time, money, and travel plans. read more

Routes Car Rental - Car Rental Near Me - Richmond, British Columbia

showed up a half hour early to pick up my reserved vehicle and didn't leave with one for nearly an hou. Staff were slow and unhelpful. I was given a car that was dirty and missing a rim. Upon returning vehicle, again returning it a half hour early and they literally took other return vehicle customers from behind me in line in front of my face. Last but not least they rent through 3rd party websites that scam you which Routes will take no responsibility for. Go elsewhere, I certainly won't be back. read more

TLDR: the process was super smooth, great customer service, fairly new 2025 car with little mileage and super clean. Would highly recommend if you're landing at YVR airport and need a rental! Pick up location: 9231 BECKWITH RD PICK UP REVIEW: Upon arrival at the YVR airport, i used the shuttle tracker option on the routes.ca website - there's an option to request shuttle pickup and there's also a live map that shows the shuttles location. The instructions were relatively easy to follow. There's different pickup spot for Domestic and International and I just asked someone at the information desk of the airport to help me navigate to the spot. I had just missed the shuttle that arrived, so had to wait another maybe 30mins for the next one. If you're right on time, calling a taxi or uber might be easier for you but a since I wasn't in a rush I didn't mind waiting for the next one. Our driver was quick and helped us load our luggage's into the back. The van is a 7-seater and doesn't really check who hops into the van. So be sure to line up and pay attention when it arrives. At the Routes location, there was a bit of a lineup for 10am pickup. We waited maybe 20mins but the paperwork and getting the car was quick. We signed the waiver and registered our insurance, and had our car with a signed agreement in less than 10mins! It was awesome. All the cars are 2025 models and are well-kept. Our rental car was super clean and full tank was provided. 20250806 _ RETURN REVIEW: We were 30mins late due to traffic, I was so worried we would get charged some sort of late fee. We were not! The process was super smooth in fact - we filled the gas up to full as it was when we picked it up. And parked in then back of the lot as directed by the associate. The inspection was fairly quick and we were sent back to the airport right away on a shuttle and the invoice was sent to my email. No unexpected charges, bill received exactly as expected. 20250812 read more

Do not rent here. I have never had this issue before with any Canadian rental car company. My dad rented a car using his Brazilian passport, and they suddenly demanded an International Driving Permit, which has never been requested from us anywhere else. The booking was prepaid, and even then they told us we had to contact the booking platform ourselves to request a refund. We haven't contacted them yet, but we will be doing so. Awful customer service and a terrible experience overall. The employee who helped us was rude and completely unhelpful. Be careful renting here, because you might arrive expecting a car and leave stranded instead. Very disappointing and unprofessional. read more

Zero stars. It is almost comical how customers are treated here. We went to pick up prepaid car rental. No customers when we first arrived just us. Standing at the front desk with three employees on their computers and phones, no one from desk even offering to help. Finally after 20 minutes standing in front of them someone offered to register us. This process took another 20 minutes. Extremely slow and unprofessional employees read more

Car had bird poop all over it apon pickup. Car had only a half of tank of gas apon pickup. When trying to extend my rental i waited on hold for an hour and twenty minutes. When i finally did get through, the price per day was double what i paid the week before. Insurance is 3x what i paid at sixt. I will not be using routes again. read more

ABSOLUTE CRIMINALLYworst car rental service ever. To be continued.. CAN YOU BELIEVE THAT EVEN AFTER THE CAR GOT STOLEN THEY DID NOT EVEN OFFER ANOTHER CAR AND DID NOT REFUND THE REMAINING 10 days pre-paid rental fee!!!!! I HAD TO RENT FROM AVIS BECAUSE THEY REFUSED TO see Attatched Avis rental in CAD) With the very unfortunate event that the car I rented was stolen beside my hotel, and retrieved by the police within the first day of my car rental I was not offered a new car to drive and not credit the entire 11 day rental. I've received no call from rental company and they do not pick up the phone for over a week and since then they have charged my card over well over $5000. And will not return any of my calls. read more

Another one star review... never even made it to pick up the car because Routes sent me an email hours prior to scheduled pickup stating that they were canceling the reservation and would not be providing a refund. Their apparent reasoning was that I had failed to show up for the reservation that was not for another 7 hours into the future. Needless to say I disputed with the credit card company and got my money back from these scammers. read more

Vacation ruined due to this place I wish I could give this place zero stars because I did not get a rental car. Booked for our vacation at 11am, there was no car available and I had a meeting so I had to leave at 2pm. Had to pay for an Uber. Called them at 4pm, and still no car available. I wanted a refund as I am going to go a full day without the service. They hang up on me. Called again and someone else answered and I still couldn't get a refund. A day was wasted in my vacation because they did not have a car that I had booked in advance. Also had to get Ubers because of that issue which added to my expense. Others were also waiting to get a car there and a couple of them gave up. Do not trust this place. read more

Routes Car Rental - Booked for 11am. Still no car until they closed. - Car Rental Near Me - Richmond, British Columbia

We rented a Nissan Kick for the week and had a great time. Car was great on gas, easy to drive and supports apple play. We had a fast check in and check out, but I used the app to call for the shuttle and not the phone number listed by Priceline. This is an app based company so I hope that helps others to call for the shuttle. We came from the US so had no phone service after initial landing but it's easy to jump on the wifi and use apps. I would use this rental company again-Great service! read more

This location has shady business practices. After providing a poor quality child seat with a rental without mentioning a charge, they put through a charge six months later for almost $200 (more than the value of a new car seat). When asked about this the local manager tried to deflect by claiming it was done by head office. Avoid Routes Car Rental, there are better companies. read more

big problem!!! I rented a car in Toronto on Aug 8, 3025 & returned Aug 16.... service front and back was excellent . Frontline staff were fantastic. PROBLEM - it has now been 1 month and Routes is still holding $500.00 deposit on my CC -emails and calls over past 3 weeks and same stock answer - "we are looking into this" !! It is absurd and now looking like fraud quite frankly! RT - Victoria read more

We rented a Jeep for our trip- I opted for the insurance just to be sure if anything happened we would be covered. When we arrived they stated that the jeep hadn't been returned and the person is not answering their calls. In hindsight, I would bet a full paycheck this was a lie and they overbooked their fleet. As a replacement they offered a Dodge Durango... the catch? They do not offer to purchase insurance. If you are someone who does not carry the correct auto insurance, you would be left without a vehicle. This was not communicated until I was standing their desk. Paperwork-- well, they tried to have me sign 2 documents stating that I was "declining" the purchase of insurance. I stated I couldn't sign as I did not decline-- it wasn't offered. She told me I had to sign or no car.... so, I wrote on the contract that I was not offered the option to purchase insurance. She said I was not allowed to write anything except my signature... and then tried to explain to me what I contract was-- her basic understanding of a contract is concerning. I flat out refused to sign the second one... their practice and paper documents DO NOT represent the service offered. BEWARE!!! The creation of their legal loopholes is very concerning. I do not recommend Routes... and will recommend you rent a vehicle anywhere but here... read more

Despite the crazy long shuttle waits, we booked Routes YVR. What a nightmare. Our flight was delayed by two hours so they had closed their office at 9pm and when we arrived by taxi, missed them by minutes - even though we called and emailed to let them know what was happening. Said we would get the prepaid week car rental the next day but couldn't reach them all day by phone - neither could Expedia on our behalf. They refused us the car, refused a refund. No car, no money back. Really got screwed by them. They are not worth the discount. Trust me. read more

If I could give this Vancouver BC Routes rental car company a negative(less than 0) rating , I would!!! I reserved a car through Orbitz at a "discounted " price and show up to pick my car and they inform me that it was already reassigned to another consumer because I didn't pick up my car 2 hours after the set "pick up" time(10:30 am) my flight arrived at late afternoon... They charged me for the the rental!!!! I tried to get my money back and Orbitz said they couldn't override Routes rental agreement... I would avoid them 100%!! They read more

I had a deeply upsetting experience with Routes Car Rental (Richmond/Vancouver location). My flight was delayed, and I called the branch multiple times as soon as we landed -- they were still open for another 30 minutes, but no one answered. I later provided proof of the delay, but Routes refused to offer a refund, credit, or even an alternative vehicle. I was left completely stranded -- alone with my baby -- and they showed no empathy or effort to help. Expedia (who I booked through) contacted the branch multiple times to advocate for us, but the manager still refused to cooperate or make any exceptions. Unexpected delays are part of travel. A decent company would respond with flexibility and basic compassion. Routes did not. I strongly urge travelers to avoid this company, especially this location. You risk being left on your own when you need help the most. read more

Avoid. I made a reservation and prepaid, and tried to call them since I would be late, and no one answers the phone. I tried multiple times to call them, and when I arrived 1 hour late, they said "they rented my car to someone else", and would not refund me. They told me to deal with Booking.com car rental. And there was another person in a similar situation. And the shuttle bus driver told us this happens all the time, and to avoid their company. And Booking .com also was useless read more

Very negative experience. If your flight is cancelled, they still take all of your money. There is not even an option to transfer the reservation to different dates. Very, very poor service. I will never book with you again, and I will tell all of my family and friends to avoid you! read more

Difficult pick up of car with extra fees to travel to Alberta, not clearly stated on website (unlimited mileage for BC though) However, friendly and helpful staff trying to iron out any issues for us read more

I took a chance with booking a car with Routes despite all the poor reviews, but their prices were the cheapest that I could find after searching through multiple websites. I've booked with them twice so far and haven't had any major issues. Whenever I'm there, there's always another person or two picking up or dropping off as well. My car was always ready on time and the car is in good shape for a rental (some minor scratches to the body for my second rental). The first time, my tank was only 3/4 full, which was annoying. The second time the trunk wasn't super clean (piece of garbage and some indentations/marks in the upholstery), but it was fine with me. My rental was even upgraded the second time around. Customer service is hit and miss; some more efficient and friendlier than others. Supposedly they offer a free shuttle to/ from the airport, but I haven't had to use it so I can't comment on how it is. All in all, if you're looking for a rental without paying an arm and a leg, I'd recommend this place. The only downside is they're not directly located at the airport (they're by the Richmond Costco) and they have a limited fleet. read more

Routes Car Rental - Inside Routes - Car Rental Near Me - Richmond, British Columbia

Took a chance too with this car rental company. I think the company is making an effort to improve their service and cars. The lovely lady Rag (I think that was her name). She was very nice and understanding. We got there more than 2 hours late to the rental due to kids and flight issues. They still got our car waiting for us. We got a nice Nissian Kicks, 5 seaters. Only about 1k in milage so it's like a brand new car. Car was very clean (inside and out). It only took about 5mins to do the paperwork-which is all digital. Service was good. Shuttle from the airport-we waited about 15mins-which was not bad. read more

Waited for an hour and shuttle never showed up. Had to uber with 2 kids and car seats. Then when we arrive to pick up the rental, they said there is no car available and had to cancel our reservation. Left us scrambling with 2 small kids to find a rental. Found another car rental and they said it's very common for Routes Car Rental to overbook and cancel people. Definitely would avoid this horrible business. read more

Do not use them. They will slip in mystery charges. I was charged two months later after the trip was done. They denied and told me to "WRITE" to their billing department that they don't have phones in their billing department. Their billing department is the desk right next to them. I disputed the charge with my credit card company. It's a very very shady place. read more

Customer service at the front desk was terrible and rude. Here's the kicker: they tried to charge my credit card 2 months after I had rented a car there. This place needs to be reported. read more

They policy if you're plane is two hours late due to airline fault they don't honor the booking so you stuck no where to go

Inital pricing seems like a great deal ... but beware of extra charges. They underplay them but over charge for them.

Unprofessional staff. Not speaking in English. Chit chatting with other staff and took a long time to get our rental car. Enterprise is the way to go! read more

Took a chance on this company via Expedia, Experience was less than stellar.. If you don't use their CDW cover they ping your CC for a $1500 hold, in comparison Avis, Hertz etc all only hold $500.. I'm not sure why this is even a thing when you have to prove to them you have alternate comprehensive insurance (which we did).. Staff are pretty much ignorant and get annoyed if you question the paperwork. shuttle driver is beligerant and rude... I would recommend avoiding this place like the plague.. Shame on Expedia for allowing them on there site.... And Europcar accredited? I doubt it... read more

Do not rent from Routes. Not worth the hassle. Go with a legitimate company! I checked their website and called them to confirm I could take their car across the border to the US. But when I arrived to Vancouver and tried to pick up the car they informed me their cars don't go to US. Sometime between my booking and picking up the policy changed and I had to scramble to find another Rental at double the price! And now they are not giving my money back because I booked through Expedia. read more

Stay away!!! We have been here for over an hour and they don't have any cars. We rented a suburban and they now are telling us they will only have a mini van available later today. Horrible customer service. read more

Terrible experience. There was no shuttle. After long waits to get through to talk to someone over the phone, they kept saying in 5 to 10 minutes the shuttle will be there, and yet finally we had to cab it there. And yet had wait for half hr to get the car, due to lack of proper staffing. Will never use them again. Complete waste of our time. read more

DO NOT USE THIS COMPANY!! They are absolutely shambolic - I can't believe they have QR codes all over the office encouraging people to leave reviews when the service is so bad. When we got there we were firstly told they had no small cars (which we had booked) and advised they had all gone out at 11am that day, even though our booking was for 2:30pm so it was never going to be available to us. They showed us a car we could use which was quite big and also had a huge crack in the windscreen, we weren't happy about this but this was literally the only car available. We advised we would be driving round the Rockies and to Banff and we are worried the screen would crack further but he advised the roads are fine there. We chose a small car as it would be fuel efficient as we were doing a lot of driving, so this also meant we had to spend more on petrol. Once we reluctantly agreed, we were given the car with no instructions, didn't even know what fuel type it was just left us to it. We also asked for a GPS, paid extra for it and then none of them worked so we didn't get one. He said he would refund us but didn't, so we had to fill out a refund form when we dropped the car back off. Still waiting for that refund. During the week we received an email to say we had been charged for crossing the border without informing them. We had in fact informed them of our plans when we were worried about the windscreen. We called to sort this out and the answer which they give to every problem is 'you have to call head office' and no one ever answers the phone lines. When we dropped the car off the girl from inside (assume she is the manager there) was stood waiting at the car before we had even turned the engine off, waiting for us to get out so she could inspect when we wanted to at least get all our stuff together first. I'm surprised she even had the time to come out when there was such a queue inside and I heard the people in there say they had been waiting 2 hours to pick up a car. She kept dealing with different customers all at once and every single person in there at the same time as us had a problem too. She also spoke to all customers unprofessionally and extremely rudely. We queried the border crossing charge as we had been charged for 9 days when firstly we didn't know about such charge and we only crossed the border 4 days, they say you have to speak to head office as they always do but with persistence they prove they can actually sort it, so they took our details and called them for us. They advised someone will contact us (unsure why we couldn't speak to them there and then when they were already on the phone to them) but alas we are still waiting for someone to call us, TWO WEEKS LATER!!! And they have my money that they OWE ME! Please do not reply to this review with an apology because I know there is no sincerity behind it at all, clearly this is the service you provide to the majority of your customers. read more

I did not really have any issues and it was a pretty smooth process for me. Bob the driver of the courtesy shuttle was fantastic! He was helpful, friendly, and responsive. read more

worst car rental agency I`ve ever dealt with. They are a bunch of scammers they force you to take insurance you do not need or want because they will leave you stranded without any assistance if you don't sign, then state its voluntary and you asked for it read more

was returning my rental vehicle when an employee was in the process of cleaning a vehicle and decided to go 0-60 in the parking lot, nearly colliding with me, my wife, and my 4 year old daughter. will NEVER rent from this company again! read more

Scam Artists. First of all, they list the pickup location as Vancouver Airport, but it is not there, it is offsite. They also do not have a running shuttle, you have to call when you arrive and they give you a "10-15min pick up time" (it is, of course, much longer than that). When the shuttle arrived, it was already full and there was not enough room for me and my elderly mother. I ended up getting an Uber after all. Also, you cannot drive cars from this company into the US like you can with literally every other car rental company. This caveat is not located in their contract. As such, I never received a car and (surprise!) cant get a response from their customer service department about a refund. I am pursuing legal action to recoup the money they have stolen from me. read more

This business is set up to keep local customers away from calling them out. With a $1000 deposit for locals and $500 for non-locals. Last weekend it took me less than 10 minutes to pick up a brand new car via Alamo. This weekend, it took almost 30 minutes just to get to their front desk which is located behind Costco in Richmond. Red Flags #1) Offsite from Airport. Don't let companietake you away from the local competition. Atleast in the airport you can pricematch and move to a different company if you are unsatisfied. With Routes Car Rental, you are at their mercy, after being shuttled to the middle of nowhere. Unfortunately, Expedia also clearly stated this during booking that they were located in the airport. When i asked the employee why it said their located in the airport, he just said they asked expedia so many times to change the listing. With the clearly run down building they are in, i'm sure they call expedia daily to get this matter sorted out. #2) Huge security deposit. They wanted a $1000 hold for a 1 day rental (for locals) and $500 for people outside of the country. "Wow they must really like non-locals!" In my own personal opinion, i would avoid this, since locals would shy tourists away from businesses like this. If a business can't treat a local person well, how much more service will they provide to someone that they may never see again? For anyone to ask this much from you upfront as a security deposit should raise red flags immediately. At anytime, they can repair their oldest and beaten cars with your money. It's a huge risk places on to the consumer. Alamo/Budget/Avis are around the $200 mark AND located in the airport. When i spoke with the front desks, they've widely agreed to pricematch any listing price that Routes offered. Wish I knew before hand, so i didn't have to choose the most cost effective expedia listing, but hope future customers can learn from this! 3) Willingness to pass off dissatisfaction to third-parties. It's become a ping-pong match between Routes and Expedia at moment. With expedia wanting to clear things out with the car rental company, while Routes continually blaming expedia for their policies and not being able to do anything on their end. It's a classic match that will go on until the customer no longer wants to watch them play. As someone that has lived in Vancouver and Richmond their whole life I've never been so embarrassed to have found a company like this on Expedia in my own city. I've heard horror stories about companies made specifically to scam unknowing tourists. Routes Car Rental checks all the boxes. It's actually sad that they're side by side in search results with other credible companies. read more

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If you just want a short rental they might be okay. The car was good and the staff helpful, but be careful if you want to change or extend your rental. Had booked and paid for 5 days and decided we wanted to extend a few days. they said $20.00 per day which was fine, but they somehow tacked on $70.00 on top of the rental charge for "fees" to add the days! No thanks! It was cheaper to rent elsewhere for the additional days. read more

Cars are dirty. $1500 depoist. The place smells like someone cooked onion food inside and they play Indian music out loud. Very unprofessional read more