Pickup timing was not good.
This company is terrible. No vehicle was ready at pickup time, so we waited 45 minutes. The vehicle they gave us had plenty of visible damage and broke down due to a coolant leak. I was never able to get through to them for assistance, no one responded for multiple days, and the cost of the extra coolant fell to us. Never again.
Hidden fees upon arrival. Car was not ready upon agreed time. Poor customer service, not friendly. Long wait lines. Entire staff very unprofessional.
The staff was great but they required a $500 deposit that I never saw on the paperwork and it ruined a big part of our trip
Waited 55 minutes for shuttle from Denver Airport to rental office. Tried calling the office to verify a shuttle was in fact coming, waited 22 minutes on hold to speak with an out of state operator who told me a shuttle was coming. I think a driver may have called in sick. At the office when i declined the optional extra insurance they required proof of insurance to include policy number, expiration date, insurance company and agent name. No wifi available at the rental office to look up this info, but the agent did help me connect to a Hotspot to find the required info, so at least that was helpful. Getting the car took aprox 45 minutes between waiting my turn, tracking down ins info, etc. Cost an extra $20/day because I was leaving the state, would be nice to have known that when making the booking. The car at least was fine, no issues there.
I made the reservation online. When I arrived in person, the employees notified me of, "a policy change this week from our CEO" and that I must have a credit card, not debit card, for the deposit. They could not let me take the car without it, and would not refund my reservation. They were very unhelpful at suggesting anything that could help me at 10:30pm on a Sunday evening. The shuttle driver very kindly drove me to another rental car location so I could attempt to rent a car from another company. Completely unacceptable to take a reservation, not allow me to rent the car, and then deny a refund. I will be seeking other methods of getting the reservation refunded. I will absolutely never consider renting from Routes again for any reason.