Worst place to rent a car. Took 1 hour to catch the shuttle. Waited 3hours for the car. Rude costumer service. Stay away read more

Do not use this company I booked them through Priceline and upon arrival they made me wait over a hour for a car they then tried to give me a car that was dirty and that had roaches , the staff was rude, unprofessional. After waiting another 45 mins to hour to see why I was able to leave the site after a car was signed to me they started talking amongst themselves in in Spanish rather then explaining anything to the (me) customer that they mixed the car up and the car that was signed to me was not the correct car according to them So they then tried to give me a car that had roaches . I told them due to the multiple challenges and bad experience I had with them I wanted my contract cancelled and a refund. The supervisor angel stated he would email me the cancellation contract and refund my credit card but he could not do it at the time because his supervisor victor was not present to approve the cancellation. I don't want to write my whole experience because it was too much to explain but I warn you this company sucks, I am still trying to get my refund and it's may 28 and the incident occurred may 9 and they refuse to provide it . This company charged my credit for a use of a car of fours days . i did not pick up or leave with a car but the car company sent Priceline an invoice stating I used the car for one day . I am still trying to get my money back from Priceline because I bought a package deal. Please do not use them . If anyone has their corporate office number or someone I can report them too please share it so I can call them and file a complaint. I need the telephone number to their higher ups so i can complain. read more

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Worse experience ever wait time is crazy stupid Will not rent a car here ever again Bad customer service and simply emba read more

Non refundable car, 3 hour wait, one person working the counter, ridiculous. This place should be shut down for malpractice. Ridiculous

This is not a legitimate car rental company. I used booking.com to rent a car and didn't check whom it was with until too late. They required rental insurance even though I was in Texas where it isn't required, and wouldn't accept my Amex coverage. The couple next to me was screaming and crying, going through similar. There are no live people in the pickup hub, just cubbies with offsite attendants on a screen, scamming people. read more

If I could get the zero stars, I would. If you're renting from this place, be prepared to wait at least two hours before you even get the rental. An hour in line just to begin the process and an hour for the rental to come out. The only plus side is that they have a shuttle to and from the airport and they are open 24 hours other than that I'd recommend you find someone else to rent your car. read more

Terrible. 4+ hour wait even with a reservation. I even made time on account that I knew "reservation" times at car rental spots are pretty much a loose guideline. Waiting list had 60+ people on it reservation. All the workers were rude. Felt helpless and at their mercy. A customer informed us we needed to sign in. Employees did not seem to know what was going on. No efficient system. read more

Waiting time to get car and checking in when you already pre-book online. Read the reviews, everyone had to wait at least 2-3 hrs just to check in and get their car. I had the front desk guy taking care of all the high end car renters while the "regular" people had to wait. I hope they close down their business. read more

Literally the worst place to rent a car. Reservation means nothing to them. They have 10 people working that are all standing around while 100+ people wait for cars. Manager is rude and unprofessional. She wants to be on her phone instead of helping customers. Should have paid extra for a car rental from the airport. read more

This is a hot mess dont team here you will wait 3hrs No one cares about your time here and have a wonderful day working in about 20 of them here it is never taking this long to rent a car that you already reserve we came here. The sun was shining now the sun is going down a lost day today because of this place. read more

Routes - The line of people waiting around for hours - Car Rental Near Me - Carolina, Puerto Rico

We were stranded at the airport with a failed attempt to book a car with Budget because of underage rental rules that were not clear when booking. We were told to check with other rental places. We ended up at Routes, which was empty because it was 4am on a Monday. We asked about their policies and it seemed to be the same as Budget. However, the employee figured out a way to get around this policy, allowing us to finally get our rental car. Of course it was a little more expensive than we would have wanted, but it truly saved our trip. The car was clean and functional, and it helped us make the most of our PR trip. When we returned it, the place was extremely busy and it was somewhat unclear where to park the car. I was able to get an employee to help out. They just seem to be severely understaffed. I got my deposit back within the same week I returned the car. read more

SCAM, SCAM, SCAM, SCAM. DO NOT FALL FOR IT. This company is a scam. They are all together in the same boat. Routes Rental car, ALLIED Rental Car & NextCar Rental car are all the same owner. They will cancel your reservation and then send you to the rental car next door that also belongs to them after waiting 3 hours online. So they can charge you what ever they want and force you to pay for all the insurances because they say that the insurance that people pay when reserving online are not good and won't cover anything. Once they send you to the rental car next door that it also belongs to them. The same guy that is at the counter of Routes Rental will go to the counter NextCar rental to take care of the people that that he just canceled the rental at Routes rental and employee at NextCar rental will go to the counter of Routes rental and take care of the people that he just canceled at NextCar rental. They do this all the time and people will keep falling for it. DO NOT RENT directly or thru another source FROM NONE OF THIS COMPANIES (ROUTES, ALLIED & NEXTCAR RENTAL CAR). THEY ARE A SCAMMMMMMMMMMMMMMMMMMMMMMMMM. I spend 5 hours waiting for my rental car that was paid 2 months ago and the front guy told me that they canceled and should go next door. That's from the same owner. Managers are not on site, supervisor or on site and once you start demanding answers they start getting rude and when everyone on the line start asking and demand for a manager. The counter staff will start saying you don't have to scream, please take it easy and walk away from the counter. Specially the guy with the hat that says: KEEP WALKING. TAY AWAY FROM THIS COMPANIES. Please see attached picture as is where you report this companies. Federal Trade Commission. read more

Routes - This is where you can make a formal complaint with the Federal Trade Commission and report them. - Car Rental Near Me - Carolina, Puerto Rico

Daniela is extremely rude. This lady should not be representing any company! We rented a car and they left us waiting for a shuttle that apparently picks you up from the airport. Luckily an Alamo employee felt bad as it was 4am and took us. Once we get there she starts yelling there's no cars and we aren't getting one. I couldn't even ask her questions without her rudely speaking over me and repeatedly saying she has no cars and it's not her problem. I asked if the shuttle can take us back and she rudely said to stand outside and wait. When I asked the male employee he just ignored me. This is the rudest and worst customer service I ever experienced. Do not rent from here!! read more

I have never had such a bad experience with a car rental place. Spoke with the supervisors below who were sarcastic, dismissive and impudent. All they seemed to care about was getting other customers checked in while not having enough staff to clean the cars and deliver them to customers waiting for their rentals. I say this because it was told to me on several occasions from employees such as Alex and the supervisors below. When I arrived, I was the 2nd customer line. It wasn't until about one and half hours later the supervisors showed up after me requesting continuously to speak with one. Supervisor Alicea Luisa forastier On top of that they said I had to purchase other insurance coverage because the one I purchased through Allied was not enough coverage. The miles of the car did not match the paperwork I received. When I finally received my rental almost 3 hours later it was it was never cleaned. Supervisor had the nerve to tell me it was because I wanted the car now. What? Of course, I want it my rental now I have already been waiting for hours. When I went to return the car, they told me to leave the keys in car and that's it. They didn't check the car at all not for gas, dents, miles nothing just leave the car. read more

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WORST CAR RENTAL EVER. We waited 4 hours for a car. Very bad service. Never again. Don't waste your time on this place.

Terrible customer service. It took almost 2 hours for us to get a car. The lady at the front desk was rude to us anwhen all we wanted was clarification on our rental. We waited outside while others who came later got their cars before us. When asked for help the driver was rude and said they were "washing the car." First and last time we rent from this place. Hoping they don't randomly charge us for scratches that existed prior to rental. Make sure take pictures prior to leaving the lot! read more

TERRIBLE SERVICE, no employees- 5 hr wait, standing on line no air conditioning, no water machines or snack machines worked.. it was sooooooo bad! read more

This place is a scam. You wait 4+ hours for your car and then find hundreds charged to your credit card without justification. The workers are dismissive and rude. One employee became argumentative with my child. Don't waste your time, money or vacation. If I could rate below 1 star, I would. read more

Customer service needs major improvement. The agent who assisted me used foul language towards me when I asked for clarification for additional pricing she was quoting me. I was in shock. Did I just hear the f word? I was not upset and I never raised my voice at the lady. All I did was ask for clarification because I was a bit confused after long flight on a red eye flight from Texas. The agent in return did use foul language to clarify her response. I politely pointed out "...and this is how I'm starting my Puerto Rico family vacation. Merry Christmas." It was Christmas Day and I walked out with a bitter taste in my mouth. read more

Very long waits. Staff are useless and slow. They make more reservations than the number of cars they have available, they keep customers waiting for hours hoping that other customers will return their cars in time. Always a long line. If you come past 10pm expect to spend your whole night there. I got there at 12:30 left at 7:30 am. Terrible experience . Don't waste your time or money. read more

Vehicle rented through Priceline.com - Just to be aware if you don't buy the toll charge which is $150 - plus activation fees which is ridiculous due to the tolls only costing 5 bucks max . Also was told I would be charged with tax evasion if I didn't choose to buy the $150.00 toll fee. Use Uber to travel through tolls not your rental car. This place is a SCAM do not rent from this place. Priceline needs to take this off their page for travel rentals . I didn't get my $250 deposit back due to charges from the tolls. I was never told upfront for activation fees. PER Front desk the only excuse I got was - " it was in the contract you signed" BULLSHIT Front desk employees is - PEDRO DIAZ , who did not communicate about the activation fee nor did not communicate about this phone number to call for tolls Front desk employee who I talked with to return the car - LUIS REYES , who did not help me with any other information other than charging me more money and not returning my deposit. read more

if I could give 0 stars I would. I made an online reservation for February 28th-March 2nd 2025. for a work trip that has been cancelled. I have been calling to cancel my reservation for a full refund since it's 3 weeks away. I have emailed their customer service department and they state they are not able to issue a refund. this is absolutely ridiculous read more

Need more staff and better cars need cleaner cars I had a reservation and had to stand in line for 8 hours no im not exaggerating I literally stood in line for 8 hours and still had to pay 250 for a deposit and 150 for insurance on top of 600 for the actual rental read more

this place is absolutely fucking disgusting. I don't care about my language, I am DEALING WITH A ROACH INFESTATION!!!!!!!! this is my 2nd RENTAL in the last 5 days! the first rental had roaches and my 2nd rental had even MORE! we had to fucking bomb the car and they still arent DEAD. this place needs to be shut the fuck down! I'm on vacation having to deal with this. AND they hung up on me when I called. who do I need to speak to, to REQUEST a mandatory REFUND!? read more

Customer service is terrible. Arrived at 6pm with reservation and waited 2 hours to be spoken to. They had a line outside the door and only 2-3 people working at a time who were not in a good mood. They have a bunch of secret fees that are "mandatory" and once we received the car, it was super dirty on the outside with bird fecal matter and mud due to "not having any water". The inside of the car was all stained and smelly. This experience was terrible and I will never rent with this company again. All the secret fees raised the price more than DOUBLE. Go somewhere else do not waste your time with these people! read more

Nunca renten con esta compañía. Muy mal servicio al cliente, groseros y mal educados. No recuerdo la persona que nos atendió, nunca se identificó pero era una persona de color, sin cabello y con sus uñas pintadas de negro. Tenía muy mala actitud e incluso cuando se le preguntaba por algo, nos miraba mal y lo explicaba de mala manera. Reservamos a través de Priceline. read more

I'll only be happy when I know this place is out of business because nobody should ever have to wait 4.5 hours to receive something they already paid for weeks in advance. This was the worst customer service I have ever experienced in any type of business in 33 years of being alive. It's not enough to get my money back, I want this business to disappear. The car I received has something wrong with the engine and can barely accelerate but I also wasted the entire first night of my vacation waiting in line for their incompetent employees. Once I got my paperwork done it was still another hour for them to get the car to me. Every person in line was complaining, how this place is still in business is beyond me. I hope horrible things happen to this place. read more

Horrible place, waited almost 4 hours for a car then they put a $250 hold on my card back in February 2025 and it is now August 2025 and still have not received the money back. I have called at least 2-3 times a month every month and get put on hold and routed to an imaginary voice mail that does not allow voice messages. This is the WORST place I have EVER rented a car from! DO NOT RENT FROM THIS PLACE. They have multiple different names they do business under. Allied Rentals, Routes Rental, Next Car, Priceless, Rent a wreck.. if you see these companies DO NOT USE THEM!!! I called my bank and they told me since its been past 30 days there's nothing I can do about it. So I ended up paying $360 for a car for 3 days! read more

Save yourself the hassle to face the most incompetent car rental staff and rip off. We got there and they canceled the rental without any notification. With their flat affect face stating it was Expedia. However there were dozens of people there that also had cancelations from other websites. So common denominator Routes. They are greedy and overbooked so they can stay with the highest paying customer and leave you stranded. Que porqueria de compañia. read more

3 hours waiting for my car. Only one person working at the counter. RUN RUN FROM THIS PLACE.

Routes was the worst car rental experience I have ever encountered. We had reserved and paid in full for a specialty vehicle (Jeep Wrangler) outside the SJU airport in Puerto Rico. I called two days in advance to confirm it, but when we arrived, after nearly 2 hours waiting in line, it was "not available" and they would only offer an economy car, but at the specialty vehicle's much higher price. This is blatant fraud. We cancelled our reservation, and reserved a car from Hertz at the airport without issue. read more

This really sucked waiting for over 2 hours and still waiting for a car that was booked and paid for never again please don't rent from this company I should have readed the damn reviews read more

Tuve esta vez una experiencia unica me trataron con mucho respeto y muy profesional un 100 el muchacho fue exepcional muy attento y respetuso graxias mil read more

CONSUMER WARNING -- INVESTIGATION NEEDED! I filed a formal complaint with Priceline and will press legal and regulatory action over the mishandling and deceptive practices at this rental location. Booked via Priceline 4/19/2025, prepaid $226.80 with Amex for 5/10-5/17/2025. Shuttle ran late, off-site office packed and overheated. Waited 2+ hours despite prepaying. Employees Luis and Supervisor Hector Corcino were mocking customers and refused me service, claiming I had an "attitude" after I simply asked, "Are we ready to work?" Then, they refused my Amex, even though I prepaid on it, and canceled my reservation, claiming I'd be blacklisted on Priceline! I was stranded, had to return to the airport, and pay more at Budget (who saved the day). ________________________________________ LEGAL CONCERNS: This location's actions may violate: Consumer protection laws Breach of contract Deceptive business practices I am escalating this to: Puerto Rico Department of Consumer Affairs (DACO) California Attorney General FTC ________________________________________ My advice? WALK AWAY. The low prices are bait to pull you in, only to cancel and upcharge. Avoid this company -- protect your vacation and wallet read more

Scam. If you need to cancel for any reason you don't get your money back. Contacting the BBB.

Insects inside the car Disgusting car smell Rude customer service Huge delay on shuttle service This company need to be disqualified from car rental services DONT RENT THIS COMPANY read more

Easily found and boarded the shuttle at the airport. That is how I could even validate 1 STAR for this review. Everything else was a disaster. Upon arrival at the rental facility, there was an extremely long line that extended well passed the roped-off line area. When I asked the person at the front of the line how long they had been waiting in line, they said 3 hours. That was pretty accurate, because like a fool, we waited 2.5 hours to only be greeted by a rude jerk with a hat that said "Keep Walking". He didnt really seem to know this job, and didn't have on reading glasses, so I had to read my information to him so he could enter it into the computer. There were only 2 male counterpeople, and they were really really slow, even though there was a large group of weary travelers waiting for cars. They made the process even slower by trying to solicit unnecessary auto insurance, which I already have. He was then extremely rude to my partner, who was clearly frustrated by the excessively long wait, and no sense of urgency from this clerk or the other staff. When they finally finoished our paperwork, after trying to give me a smaller car than I have specifically reerved, we had to wait for them to clean dn prep the car for another 40-45 minutes. The car came back smelling like marijuana, and we even found ashes and roaches in the console. They likely didnt have any more cars for the people arriving when we got ours 3 hours later. I read reviews while waiting on line about an hour in, and should have made the decision to leave at that moment. DON'T WAIT ON LINE! JUST LEAVE. We should have gotten an uber to our hotel, and figured out a rental the next day. We missed a check-in party at our hotel, and our dinner reservations. DO NOT USE this company! read more

Don't do it!!!! The absolute worst!! 2st it takes 45 mins to get a shuttle than an hour and a half just to check in. After which they pulled a bait and switch where our $200 rental turned into a $600 rental because of "fees" They know you won't go somewhere else because you already waited 3 hours just to check in. An absolute nightmare read more

DO NOT RENT WITH THEM!!!!! Can I give them a Zero with a Z of you Suck with ZZZ cause you have zero customer service!!! They over booked again and had more than 40ppl waiting to see if they had cars returned during the night of June 20th. Had to wait almost 7 hrs for a car that I had booked back in March and they didnt give care at all. The guys at the counter had a list that looked like the wellfare list, ppl spread on the floor, the managers nowhere to be found. It was a mess!!! Do NOT rent cars with them. You will end up stranded and they will tell you to go with someone else or wait for a car to be return( whenever that happens) they wont take care of anything! 7 hrs for us!!! read more

ENORMOUS SCAM. Got charged an extra $500 for random hidden fees that were not included in the online booking nor the terms and conditions. Actually terrible and predatory. The worker we spoke with was also spoke very quietly and was quite rude when I asked him for clarification. read more