Best experience ever!

From the time my plane landed until I was in a car, TWO hors had passed. There was over a 45 minute wait for the shuttle alone. This was a quick trip into and out of Orlando, which made a delay like this totally unacceptable. I also had to call my insurance company to prove that I didn't need their expensive insurance.

When we arrived at counter to pick up car, all the staff disappeared into back office. After about 20 minutes standing around waiting I decided to knock on office door to find an employee. About 10 minutes later a staff member emerged from the back and rudely stated to me "I was using the bathroom, is that ok?" By this time, we had been travelling with small children all day and the last thing we needed was a bunch of attitude. Finally got the car after about an hour (they said they had to clean the car before we took it, which we said we didn't need). Upon returning the car, we were told we'd be charged $250 for clean the little bit of sand on the rugs. I sat in the parking lot shaking the floor mats out. Even the shuttle driver said he'd never heard of such a thing and would tell the manager. Very unprofessional. Very rude. Apathetic employees. Takes way too long.

REAL EXPERIENCE!! AIRPORT AND SHUTTLE: I arrived at Orlando Airport and walked about 10 minutes to the shuttle stop. I waited at the shuttle stop for around 15 minutes, the shuttle arrived. The ride was around 20-25 minutes as the shuttle visited both terminals on the way to the place. ROUTES OFFICE: When arrived at Routes, there were around 15 people in the room. I signed a waiting list so I was now in queue to collect my pre-booked car. They had Netflix on a TV (but the screen was frozen) and a few chairs, but they were all occupied. They had a water cooler but it was empty, so I stood by the door. After around 30 minutes, somebody called my name and I went to the counter. CUSTOMER EXPERIENCE: Nobody was wearing name tags, but a lady helped me and the first thing she said was: "Which insurance would you like to buy?"... Option 1. 21.95 per day or Option 2: 24.95 a day. The difference was the deductible. I told them I don't want to purchase insurance, I had my own. So they asked me for insurance proof, however, my insurance ID card was not enough. They wanted the full form which listed all the figures and totals lol. After calling my company 3 times and spending around 40 mintues on the phone, I finally got the paperwork emailed over. I saw many people giving up and paying them $21.95 per day, I suppose this is how they get their money! CHARGES: Deposit they charged to my card was $350 based on a $50 rental. They charge 11.95 per day for SunPass. If you run a cashless toll without it, their admin fee is $100 per toll. They do not rent to young drivers under any circumstances. Insurance Option 1. 21.95 per day or Option 2: 24.95 a day I made a video of the entire experience for YouTube. Check that out soon! :)

Customer services was very poor. The staff was more concerned about finding a TV station (about 5 minutes scrolling Netflix) than helping waiting customers. Many customers were complaining about waiting over an hour for car and even for the shuttle. It was not opened at 6 am when customers arrived when it was supposed to be 24 hour service. Restroom (women's) was filthy and toilet a mess and I would not sit on it. The car lot itself was very disturbing and crowded and made me feel uneasy about my choice (first time). Cars crammed in everywhere on the grass and looked unprofessional.

The service was terrible. Agent made it extremely difficult for me even though I had rented with them previously. The paperwork provided stated I received a full tank of gas when in reality it was it was nearly empty when I received it. There was damage on the vehicle that the agent glossed over and attempted to not list. I was required to call my insurance company directly even though I was able to provide proof of full coverage that was required. I felt as if I was discriminated against and felt like they did everything within their power to up charge me or get me to cancel. For the second time I was informed the vehicle I reserved was not available and literally gave me the exact same story the previous rep told me as if it was scripted. I will be sure to let everyone know of my experience.