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!

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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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Scam alert! I booked a month ago with Priceline When I arrived the Routes clerk said Routes had no record of the reservation and I should call Priceline. Priceline said the reservation was valid. Clerk suggested I book with sister company Allied for more $$$. Later Routes charges a $50 cancellation fee I am disputing. Routes says since I didn't pick up car (that they said at counter wasn't reserved ) they will collect fee. read more

by far the worst experience I've ever had in my entire life literally waited four hours until I got a car remind you I booked it a month ahead online paid for everything on line the place didn't have the vehicle. after 3 hours they offer the big church van i was very disappointed because of the amount of gas it was going to waste then on top pack all of our luggage into the van, the van did not turn on. We had to wait another two hours. Remind you I have a infant that is three months a one year old a 10 year old a 12 year old and a 16 year old they was tired hungry upset we got there at 11:30pm left at 5am to drive to our location was another hour to get to never would I ever rent a car from these people again the manager had a Disgusting attitude problem. the man that was there did not know what he was doing!!!!! My mother also paid for a suv she got a small car because they didn't have what she paid for the manager said they would refund her money back and we still haven't received anything !!! This was January 20!!!! my name is imalhay perez! read more

shitty service deff do not plan on getting then again or recomend this no name company first when we got there had to wait long to get help help my husband had already prepaid for car and on top they charged $439 for hidden fees ridiculous $250 was supposed to be a refundable Dep at time we return car they said no because car was returned very Dirty give me. break there was only beach sand we on vacation didnt think about going to wash a car usually everywhere that's already included $250 is outrageous for a cleaning fee I told guy didnt care also called was never able to get to a manager nothing but run arounds read more

Do not rent a car from this company! I planned a trip with my wife to Puerto Rico and shit never visited the island. I pre-booked a jeep so that we could travel and look at some of the beaches only to find when I arrived they did not have a jeep for me. This even though I Observed three sitting in their lot. I was given a lame excuse that the guest hadn't returned it but yet they didn't know when they were going to return it nor had to guess notified them that they weren't returning it. I was informed they could give me a midsize car which was half of the rental fee but yet could not offer any refunds nor a vehicle of at least the same value. I was stuck in there for had to take what they have and even then wait for it to be cleaned and washed. I paid for additional insurance however was charged even more fees which was not identified on the rental of the car. I was also charged other fees that I was not aware of. Rented this car through Expedia. Expedia should remove them from their customer list. read more

this is the worst place to rent a car from. my family and I got to the place to pick our rental up the time was around 12:30am-1:00am and can you guys believe that they did not have a car for us they told us we have no cars you can cancel or wait into we get a car. we had no choice then to wait so we waited 3 hours. they forgot all about us so I went and ask what's going on then they said oh we have a car that just got here you want it well of course we said yes we were super tired and I had my 1 year old that would not stop crying he was so tired and overwhelmed. so we drove to the spot we where going to stay so if you think this can't get worst wait into I tell you guys that the next day we realized that the car was infested with roaches they where walking everywhere in that car it was so nasty. I called and they told us to take it back I'm like wth that's just scary to me I hate roaches. long story short I had no other option then to take it back they did give us a suv that did not have roaches but the moral of the story is do not rent from these people they did not even give us a discount for all the time they had us waiting after we had a reservation and giving our reservation to other people. read more

I do not recommend this company at all. I believe I was double-charged by this company and they have not responded to my email or letter sent certified mail for a final statement detailing their additional charges. The car was not clean and it barely managed the significant pot-holes all over San Juan. If you do rent from this company get a final statement before leaving their property. However, I really recommend not going with this company at all. read more

Absolutely horrible experience. I would give it no stars if I could. First, we waited almost an hour for a shuttle to the off-site rental area. Then, once we got to the counter, we were told there were no cars available, despite having a reservation. The woman at the counter told me that she could guarantee me a car if I showed up early - at the latest between 6 and 7 AM the next morning. I showed up at 4:30 AM. The man at the counter said he had no idea why his colleague would tell me that, since he had 70 reservations and only 5 cars available, including the ones that were to be returned in that morning. I asked why I was told to come as early as possible to get a car. He said he had no idea. Absolutely horrible. I would never try to rent from them again. I ended up having a great experience at Payless down the street. Run, don't walk, away from this company! read more

Avoid at all costs. The customer service here is horrible and the staff was very rude. The receptionist was being so sassy to my friend and was being very unaccommodating. There was additional hidden fees that we had to pay for that was not listed on the website. There was a ton of people working but no one was helping us. We had to wait over an hour and 45 minutes to get our car. I wish we went with a different car rental company. read more

Gave them a one star because they provide transportation from and to the airport and I didn't have to wait that long for the shuttle. The car was dirty had bugs crawling in it. Didn't notice until later in the day, got the car while it was still dark outside. My kids was scared to get in and I wasn't comfortable putting our belongings in the car and had to wrap everything in trash bags to prevent bugs getting in our luggage. Took Pictures. We had to kill and get bug spray. Awful experience when your on vacation. Then my daughter left her wallet in the car. Asked them if they found it so I could pay for it to get shipped from PR to PA. Kept saying they didn't find it so we had to leave the airport, missed our plane to go back to only find out they were looking in the wrong car. Got back to PA today 4-15-22 to only noticed they charged me twice for the rental. When I called customer service the lady said it was the $250 deposit that they will refund me and would not listen to what I was explaining to her. I had to email my bank statement as prof and explain not only did they take out $250 but additional $300. Between the dirty car, bug infested car, bad customer service and over charge I will never rent from the company again. read more

We arrived at SJU airport at 12:30am from Newark. Received our car from Allied/Routes Car Rental at 4:15am. Was the first person waiting where I was told by the company to be picked up by the shuttle. No shuttle came for 45 minutes, by which time about 30 people had arrived to be waiting on a shuttle that can handle about 12 people max. People all swarmed the shuttle van and barreled their way on, leaving us there to wait for Round 2. So I paid $20 for a taxi to take us over to the rental agency (5 minute drive). This put us at the rental agency at close to 2am. I was behind 5-6 parties in line, and the wait began. They literally took care of one couple and their infant for 1 full hour while everyone else waited in line (including the second wave from the airport shuttle, so there were a good 8-10 parties behind me in the line). I have PURCHASED a car in less time than it took to rent this one. I was convinced they were literally assembling the cars out back piece by piece before handing them off to the customers. Only one person per party was permitted inside the building, so in bad weather the rest of the family members are left to their own devices outside in the rain. My children were bitten by tons of mosquitoes (funny enough, these were the only bugs we really encountered in 10 days in Puerto Rico) while they exasperatedly waited for me to inch forward in the line. It was 4:00am before I was waited on. They charge a ridiculous amount for the EZ-Pass system in Puerto Rico (which is basically required because if you opt not to take the coverage but wind up going through a toll, they charge you even more) -- an additional $100+ dollars. They tried to gouge me on extra insurance but I had proof of adequate coverage through my personal auto insurance policy. The car was a Hyundai Elantra which worked okay but had lots of imperfections to the body. There are MANYMANYMANY unavoidable potholes in the roads of Puerto Rico, so I suppose that's inevitable. But the headlights on the car we received were completely dim (barely helpful at night AT ALL) and the windshield wipers were hideously worn (so bad that I seriously contemplated going to an Auto Zone and purchasing a new pair just for safety reasons -- every morning the windshield of our car was caked with salt-laden fog from the beach air which I wasn't really able to fully clean off). I was so worried that the dropoff process was going to take a similar amount of time and headache that I wound up arriving WAY early and wasted a couple of hours of my final day of vacation. Have you decided that NO AMOUNT OF "SAVINGS" during the online reservation period justifies using this terrible company? Good, then my experience will not have been in vain. read more