Quick and to the point: -took a while. -they do over look you if you look too touristy. I had to interject to get our car because they kept over looking my boyfriend. It helps if you're fluent in Spanish, I snapped (in Spanish) and we immediately got our rental. -tank wasn't full. (3/4) -check engine light was on. -"slip indicator" light kept coming on and buzzing. That's for the cars stabilization. It also indicates low brake fluid. When we checked, indeed the car was low on brake fluid. This company rents out unsafe and unsuitable vehicles for anyone to be driving. When I turned the car in to report the car, I was simply dismissed so I took my time to write this experience. read more

The shuttle description wasn't correct so after waiting almost an hour for the shuttle, we called the ticket counter and they told us to continue looking for a white van with red writing that said Routes on the side, but the shuttle never arrived therefore we paid for a taxi to the ticket counter, and then waited over an hour to get the vehicle because there was one guy working behind the ticket counter and about 20 others wandering around outside back and fourth from the rental car place next door. The guy at the ticket counter didn't care the shuttle didn't arrive, I couldn't use my auto insurance because my vehicle is more than 5 years old which is a silly policy to scam people into needing the added insurance, he charged me for things he didn't notify me he was charging me for such as roadside assistance and wheel/tire damage protection, the tires were way under inflated when I got the vehicle which was showing caution lights on the dash, and I couldn't obtain a receipt when I returned the vehicle to dispute the charges before they were billed because I was told I would need to wait in the ticket counter line, but I couldn't wait there for two hours because I would miss my flight. I will never rent from Routes again, and I strongly discourage others from using Routes rental cars. Oh and lastly, the main customer service number for Routes is a third party department based out of the Dominican Republic, so they were also not helpful when I called to express my concerns about the negative experience. And one more lastly, they will charge you for use of the toll pass and if you opt out of using the toll pass, there's about a $20 charge per toll you pass. Other rental companies such as U-Save never charged me fees for not utilizing the toll pass, which is of course a lot of extra fees per day. read more

I would do negative stars because of the lady I came across. Car had issues so came back to exchange. I called 3 times and ask to be ready since I had a bit of time and she was super rude and when requested to speak to manager she kicked me out and said if I didn't get out she would call police on me. I would never come back or recommend anyone to this place. I want upper management to to contact me about her behavior. read more

Routes - She was super rude and declined manager request. I hope she gets reprehend for her service to tourist. - Car Rental Near Me - Carolina, Puerto Rico

Avoid this place until they can get their business together. On my reservation I had put noon and arrived at 2pm and they had cancelled my reservation without a phone call or e mail. Luckily, I got my money back from Priceline. Had to scramble to find another car from a different company. The place was packed with people waiting hours for a rental car to arrive. There was only one guy working the desk while two other employees sauntered around. Don't go here unless you know you will be on time and don't mind waiting. read more

Absolute trash customer service, they are ready to take advantage of anyone, pawn your problems off on who you booked with and steal your money. Some BS 1 canceling your reservation if you are an hour late, they don't care if your flight caused the delay, if you called, which the won't answer. Avoid this Sh:thole! read more

While we did not have as bad an experience as others, we were very disappointed by the rental. Pros: car worked great, new enough Cons: 1) no customer service, we were hung up 16 (!!!) times before I could speak to a representative to extend the rental because of a flight cancellation, 2) cleaning charges: we did shake the mats before returning the car since we had been warned about this unreasonable surcharge and Routes still wanted to charge me for cleaning because of a dusty footprint. The guys also had an attitude and mentioned "what is this?" pointing to the faint outline of a shoe sole on the floor mat. I did tell him that we did sit in the car and we did rent it to use it, not to be parked in a garage. Lol, so much uncalled for attitude. 3) the cost of the toll pass. We paid $10 one-time charge and then $10/day. It seems excessive and wish we had declined it, in spite of the insistence of the person at the desk that we could not do without it. All in all, next time we will rent from one of the major companies. read more

If I could rate it a zero I would . We rented a car from these route people. We got pulled over , Police said the car had no insurance!! We paid for insurance when we rented the car . Idk what type of fraud they got going on but it's NO BUENO!! The car was dirty when we got it as well! read more

A Scam! They advertise a super cheap rate, nonrefundable. Then they stall everyone at the airport; We watched three of every other shuttle go by before on Allied (shared by Routes and other companies) came to pick up what was about 17 people. The driver then hems and haws refusing to take some people because they had not called the number ( it takes several tries to even get an answer). I had called the number so I did get to go in the first van, but by that time the I had wasted a good 1/2 hour. By the time we got to the office and I waited in line I had wasted at least another 20 minutes. The twit at the desk told me the company policy was to cancel after 1 hour. I was 10 minutes late. He insisted I could not have been waiting that long, essentially calling me a liar, even though I was in an office with other people who had the same experience. I left, got a taxi back to the airport , and rented from Enterprise who said they had heard the story many times. read more

Got a car rental through booking.com with this company and got it for a good price which was the reason why I got it. The first girl that assisted me was rude and dismissive when I asked questions as if I was bothering her. FIRST CAR we RETURNED the second day as it was INFESTED WITH ROACHES. The staff was cool and SWAPPED the car out for another car same model but this SECOND CAR WAS ALSO INFESTED WITH ROACHES. We told the guy who was helping me and then he started getting annoyed and stated thats out of the companies control because these are rental cars and all kinds of people use them which is why they all have roaches. This is weird because I've used many rental cars before and none of them had roaches maybe because they were from more reputable companies. This is the first time I have seen roaches in rental vehicles. He then swapped the car once again for a THIRD TIME. He told us that this car was fumigated 4 hours prior which let me know that THEY'RE AWARE THAT THEYRE INFESTED BUT DONT DISCLOSE ANY OF THAT TO CUSTOMERS AND WONT GIVE YOU YOUR MONEY BACK EVEN THOUGH IT'S ROACHES IN THE VEHICLES. This third vehicle was okay for about 15 minutes before we SAW MORE ROACHES IN THE DOOR JAMBS AND CREVICES. THREE CARS FULL OF ROACHES. They dont care and wont do anything about it. DO NOT RENT WITH THIS COMPANY. They should be out of business read more

DO NOT RENT from this place!!!! Our vehicle had COCKROACHES!! Even though they saw them inside the vehicle they proceed to ignore the issue and came up with excuses on why there was roaches inside. We had the vehicle for 24hrs we immediately returned it the next day. When we came across all the roaches on the cup holders, seats, and floor. We will never rent from this place again absolutely disgusting. In the end they gave us a $3 discount what a joke!!! read more

stood in line for 3 hours although i had a reservation. so many emploeyes roaming around nonchantly while one person works the desk with a line wrapped around the building. read more

absolutely horrible. check in wait was an hour and an additional hour for them to bring the car up. the clerk argued with me about using my husbands debit card because it didn't match my ID. when all he had to say was, let's add your husband as a driver. first and last time using them. read more

we waited 5 hours (I'm still here but we've paid so hopefully not much longer) and by the time all was said and done no price difference from competitors. we'll use enterprise from now on. read more

This is the worst car rental company ever!! we wait more than 2 hour in a Route office in Puerto Rico and it was a nightmare they had only one employee and we wait for more than 2 hours, no chairs!! We paid in full the month before for a jeep Sahara and got a Bronco (no explanations) after all this situation a week after we received a bill for $354.00 for some ridiculous charges!! This company is the worst read more

the worse place to rent a car we waited 2 hours befor they gave us a car and it's been a month and I still haven't gotten my deposit back!

we arrived in Puerto Rico as expected at 3 am, I approached the shuttle driver who told me that I should wait at gate 1b, we waited for 40 minutes and he stopped the car twice before the place he told me to wait, on the third attempt my children were already in the car and he didn't let my husband and I get in and asked my 3 children to get out, I argued with him and got excited, we continued waiting and when he came back he was sarcastic and rude, when we arrived at Routes Rental car the attendant He humiliated me in front of the other people who were waiting, he didn't want to listen to my version of the situation and said that my Hawaii reservation was canceled because he doesn't want to rent it to me, I request my full payment back and at least a warning to clarify the service to the client 6:15:27 AM read more

This is the worst freaking place on planet earth!!! Don't give them your business!!!! They will cancel your reservation and take your money after an hour no matter if your flight is delayed. We got here and several others were not able to get a car after paying almost $500!!! It's a scam! They won't even allow you to speak to a manager's! They gave the bogus A** story of the manager not being there. Even waited 45min for the shuttle to pick us up from the airport! Literally they did this to everyone! Do not book them especially on a third party site! read more

If zero starts was an option, this place should consider that a considerate rating. Get ready to wait in line for hours as the front desk people eat lunch and play a game of dominos in front of you. Once you finally make it to the front desk you are morally devastated, so taking the verbal abuse from the staff feels an acceptable thing. Then you will be taken advantage of, as this company will violate your bank account. They took advantage of my autistic friend and sold him on a 150$ insurance for 2 days worth of driving. If I had to do this all over again, I would rather walk with no shoes until my toes fall off from the friction of the pavement than to rent a vehicle from this company. If you decide to take on the painful adventure of renting from this people, please bring a gallon of lubricant and pray for patience and strength to endure the pain that they will bring to your life. read more

Literally the worse experience of my life. First, the rudest employees ever. No smiles and misery (among other things) must be part of their job description prior to be hired. We got the most basic car. Shortly after driving off, the tire pressure light came on. Went out and checked and it looked fine. We were not driving long distances so it wasn't concerning. Well, the next morning, car tire was completely flat. We changed out the tire to the donut and drove over to the rental place. I should add that this was after calling them multiple times bc they wouldn't pick up the phone. Decided to fill gas so we wouldn't charged extra. Well, to our "surprise," the gas door was not opening. So we drove there, they're charging us an arm and leg obviously and trying to argue with us about everything. So $285 later, here we are. Never again. Absolute disaster of a place. Also, every single person waiting outside (like 30 people!) had a complaint--brake pads not working, horn not working, tire pressure issues, no one answering the phone. So I know ours was not an isolated issue. NEVER AGAIN! read more

I gotta say it's been years since I've had this garbage level of service. Still waiting in the lobby after an hour and a half for someone to show up at the desk...... you know to rent cars and stuff. The thing they claim to be in business for. Staff walks in and out of reception, without saying a word. They don't even look at you. It almost seems as if they can't find their own cars. I'm actually dialing "costumer service" from their own lobby and they gave me the runaround. Still nothing. If you can, avoid these incompetent, no costumer service having......... at all costs. Who's the genius who decided "yeah, we should get by the busiest time of year with one guy."? Tengo que decir que van años desde que e recibido una calidad de servicio así de basura. Aquí todavía esperando en el lobby después de hora y media para que se aparezca alguien en el escritorio...... para, no se rentar autos. Lo que ellos dicen que es su negocio. Los empleados que he visto entrar y salir no dicen nada. Ni te miran. Se ven perdidos y hasta parecen no encontrar sus propios carros. Terminé llamando a "servicio al cliente" de su propio lobby y me dieron una cantaleta que no alludó en lo más mínimo. Y aquí sigo. Si pueden eviten esta manga de incompetentes a todo costo. ¿Quién será el genio que decidió "a sí, es la época más ocupada del año así que déjame poner un solo tipo aquí."? read more

DO NOT BOOK HERE! Total scam. They overbooked all of their cars so we waited 4 hours for a vehicle we booked months ago. They simply said "we don't have any cars left"! Us and over 12 other customers had no other option but to lay on the floor in their waiting room and wait. On top of everything else extremely rude workers, will never be booking here again! Don't waste your time. read more

Wow, I wish I would've looked here prior to booking this car rental place on Priceline. Man I could've saved myself such a headache! First off upon arrival at 9:30 AM we were told we would have to wait outside in the blistering sun as only one person was allowed in the building at a time. There were not enough chairs for everyone to sit so I stood in the sweltering heat for an hour and a half. The paperwork itself took about 30 minutes. While I was waiting for my husband to get the paperwork done I witnessed two employees pull out two IPA beers from their metal cabinet and disappear for about 30 minutes. I witness one of those guys returned with a car about 30 minutes later. Upon getting the vehicle about two hours after arrival. No one did a walk-through so we took our own pictures and videos just in case these idiots tried anything. Then upon returning the vehicle which was at around 2 AM there were three people sitting there just chatting not willing or wanting to walk through the car or talk to anyone they told us just to put our paperwork and the key inside the car and leave. We didn't feel comfortable doing this as that paperwork was all we had proof of that we had a contract and we wanted to do a walk-through to make sure that they didn't see any damage on the vehicle. Again we did our own walk-through videos and photos. This company is extremely shady and I'm pretty sure and drinking while operating vehicles is illegal Even in Puerto Rico. This company should be taking a look at. The read more

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This is the first time I leave a review for anything, anywhere. This place gave us a car with a German cockroach infestation. I counted a dozen adult roaches and over a couple dozen adolescent and just hatched cockroaches as well. The people who work here are beyond negligent and have no desire to provide a decently cleaned vehicle. Seat had stains and I should've known better, I drove it around town for a day and that evening discovered the roach infestation. Check your wheel well, check beneath the seats. THE DAMN LOBBY has roaches, I shouldn't be surprised about the vehicles. No empathy shown in any way for this stomach turning experience. DO NOT RENT A VEHICLE FROM HERE. Spend an extra 30 dollars and find a company who has a few less cars, a few more employees, a few less hidden fees and a few more f**** to give. read more

Regarding Routes car rental in Calgary, I rented a Jeep Wrangler in September. During the trip, I had a minor accident. (Broken Taillight and small dent to the bumper. I had purchased a Lost Damage Waiver from Routes for nearly $300.00. When we picked up the Jeep, the agent failed to provide me with the rental agreement; I asked her to offer it, and she said she would email it. I didn't think much of it at the time but later something didn't feel right. Eventually she emailed me the contract but it wasn't signed. When I returned the vehicle, I was told they would mail me the damage estimate. I then got an email from Routs stating they were going to charge my credit card $3769.00. When I objected they claimed I had purchased a LDW with a $3500.00 deductible. I then requested a copy of my rental agreement again. There was nothing on the agreement that stated anything about a deductible, except there was the number 3500 typed in a space that had nothing to do with the LDW. As far as I know it was a code of some kind. When I questioned them more they referred me to note (5) on the back page which I was not provided. When I finally was able to get the copy of the rear page, as This note had nothing to do with the LDW or deductible as it pertains to a Power of Attorney. I then had a local body shop price out the damage using the ViN no of the Jeep. For each part, they basically doubled the cost, in some instances they tripled the cost. We are still fighting over this so to date there is no resolution. Note A Loss Damage Waiver is something like an insurance policy car agencies offer at a premium price that is supposed to prevent the renter from having any liability. read more

Useless they take your money they don't give you a car They making me wait for hours please don't come here useless They don't deserve not even a star read more

Placed a reservation and did not receive the car. Workers told me to come back the next day at 4PM and they still did not have car. If this happens, just go to Payless down the street to the right. No need to waste your time at Routes. Alternatively, call Hector if you need a Taxi. He was really nice and picked us up whenever we needed a ride. His number is 787-477-9331. read more

Terrible company, customer service, and not to mention how they do NOT care about customers. Hidden fees came left and right, their Policy doesn't say anything about self insurance having to cover a new car, yet they charge EXTRA FEES if using own insurance with an older car... the manager skinny old woman was rude AF and hateful. Worst company there is... never had such a TERRIBLE experience with a rental company. read more

HORRIBLE PLACE. You wait for hours and none of the workers care. Worst customer service ever. If I could give this place 0 starts I would. Also, the vending machines do not even have any drinks or water, mind you the weather is about 92 degrees Fahrenheit. This place is the worst. Go to a different car rental if possible. read more

horrible horrible place to rent from. waited 2 hours in line then once I got to the front of the line. I was told I needed to pay an extra $700 for insurance and other fees after I already paid for the rental. I told them my insurance covered me but they were very rude and said I needed to pay a mandatory insurance fee. I cancelled my reservation. do not rent from this dirty horrible place. read more

the company is a fraud and like to steal your money and they don't help you get it back. they sell you options in their own website and they get the money from your bank and later on they tell you that they didn't sell you that in their website. their employees laugh at me and steal my money without any reimbursement. the car that you pick isn't the same that they give you because of "category of cars". i pick the large suv at their large suv price and gave me a small suv with mechanical problems. be aware scam, scam, scam read more

Nos atendió Cristina en Allied Car and Trucks rental. Trato excepcional, nos ayudó con absolutamente todo. Un 10.

if i could give this place no stars i would me and my mom rented a car put it in my name we waited three hours for our name to be called just for them to tell us we didn't add insurance to our car and nobody could it and our only option was to cancel and not get a rental why do yall have customer service if customer can't help why do yall have all these reps at the counter that stand and conversate and laugh the whole time while customers have been waiting hours don't take the cheap route and hook with just but the airport rental you will get in and out and if i don't get a refund there will be problems read more

Do not use this car rental! Publishes, advertised and you can book with 24 hour service. Not correct. When you arrive overnight (3:00am) they have closed offices. When you call to all the nimbers provided (7878903010, 7877267350, 9395885237), agents first answer and tell you will call back, then hungs up the call. You will be left strabded in the middle of the night. read more

Highly do not reccommend renting from here ! waited 2 hours before receiving the car past the pick up time. The workers including the manager was vey rude! Do not recall his name but the guy who identifies as a homosexual with his finger nails painted had the most rudest attitude and does not explain the booking process properly . He was aggressive towards waiting customers, impatient, he was a terrible sales rep. If your car is not 2020 or newer they make up these ridicules fees that made no sence we had to pay deposit of 480$ even though we booked through Priceline & after confronting manager about the ridiculous price she said we booked through Priceline which is a third party and those were her rules , meanwhile after receiving the contract it does not state anything about your car having to be 2020 or newer . Half of that was insurance through them even though I have full coverage insurance. Before receiving car they wash them in the back that took two hours when they should have already been wash even after receiving the car was still dirty inside . This specific organization is completely awful all round. For future references I will not be using their services. read more

Worst customer service ever, all kind of extra fees that you're not expecting, plus they give you the car empty with no gas and they Mark it as full tank. read more

Worst ever.. STAY AWAY.. went on a sisters trip in August returned the 8/22/2023 Been waiting on. Refund since then...keep getting the run around.. They prey on tourist... I wouldn't recommend them to my enemy!!!!! read more

Worst experience ever renting a car in Puerto Rico. 4 HORS at the place and it turned out that they had more reservations than cars. When I finally got the car ir smelled like cigarettes and as soon as I started driving the sun visor fell off. Never again. read more

the doesn't deserve a star they are very rude and they move slow they don't have good customer service

Horrible service, filthy car, not even gassed up. Rude service upon check in, received car, which was filthy, we are in the time of Covid, they don't clean their cars ???!!!??? When trying to return the car, I had to wait almost 20 minutes, missing the airport shuttle. Tried returning the car to the people inside the office and was told to wait for the guys outside. Mind you the guys outside saw us and continued with their conversation ignoring our presence. I would NEVER recommend this place, and I would advise anyone looking for a car rental in San Juan Puerto Rico to avoid Routes/Allied Car Rental. read more

This place is by far the worse place to rent a vehicle from. I arrived with my own personal full coverage car insurance policy. The young kid at the counter insisted I wouldn't be able to use my insurance. I had to purchase there insurance. Had to pay another 121 dollars. After paying 350 for my rental. And 250 for our deposit. Then I finally get the vehicle after waiting 4 hours, absolutely no where to sit, line was out the door. This is no way anyone wants to start there vacation. There was people being dropped off after we got there, walked to the county and got the vehicles. Immediately. Complete bullshit. When we finally did get our car, The car was absolutely filthy. Cockroaches and all! The fuel wasent filled, as the documents has stated. The wipers were to bad, it rained for 2 days during my vacation and I had to pull over until it was done raining, the breaks were even bad! Everytime i breaker, there was a loud screach. Especially when it was raining. . These cars are not cleaned nor maintamced the way the should be! This was the worse experience of our 5 day vacation. DO YOUR SELVES TO FAVOR, go pay the extra money and rent a car else where! You will thank me later! read more

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