It was fine

I will be writing a formal complaint to you with regards to the customer desk of routes service in Orlando.However, after a long flight from the UK we were transferred to the routes centre by a shuttle. No problem, great service nice driver. After waiting for 30 minutes we were served by the most rude obnoxious man I have ever met. Tried to force sell us additions such as break down cover, toll passes and additional insurance. We refused all even though he had pre printed all in the form for us ready to sign! We explained in detail that we had already taken out additional insurance cover in the uk prior to our rental to cover the shortfall in basic cover provided. The man asked to see this certificate and even had the gall to continually say to us we must cancel it and take out the cover he could offer. Disgusting behaviour which left myself and my wife feel quite threatened. After reprinting the form not to include the items stated he proceeded to take us to the car. No explanation of features functions or refuelling procedure. A Brief walk around the car (in the dark) where I had to point out a scratch on the door and that was it!! He Didn’t even notify me of mileage or discuss existing level of fuel left in the tank to start with. The form I took away stated full even though it was only under a quarter of a tank full.... Another item to note, They also wanted full payment from us again even though we had already paid upfront all costs in January? we had to show evidence of this, (luckily we had bought the receipt you issued To us on purchase prepaid in the uk. Not a good start to our holiday which left us quite angry and distressed for a few days. We just had the nagging feeling we were being scammed by the man and we’re going to be hit with additional charges. This was added to after he blatantly watched me enter my credit card pin into the machine to pay the pending deposit. Disgusting.

Routes staff lied about pickup time and why it took so long, 1hr after flight arrived in 90 dry heat. Car was on E and was supposed to be full. Under staffed and most didn’t know what to do. Drop off was not available at flight time so had to drop off night b4 and Uber back to hotel and then to airport next day. Extra $90

THEY HAVE ONLY 2 STAFF TO ASSIST THE CUSTOMERS, THEY TAKE CARE OF BOTH ICK UPS AND DROP OFF, HENCE IT TAKES LONGER TO BE SERVED. i BELIEVE THE AGENTS ARE OVER WORKED THEY APPEARED NOT TO BE IN SERVICE MODE, JUST TAKE THE CAR AND MOVE ON KIND .. ANY WAYS ONCE i GREETED THE AGENT AND BROKE ICE , I COULD SEE SOME SMILES, THIS WAS GOOD ENOUGH FOR ME . SUNPASS TOLL WAS VERY EXPENSIVE, USUALLY CAR RENTAL COMPANY CHARGED 8$ ROUTES CHAGED ME 11$ PER DAY.

Great staff, very polite and helpful. They are not pushy like other places.

Like: Nice vehicles and awesome service.
Dislike: When location at airport is not very clear who's renting out the vehicles. On email need to give more specific details about how to go about the rental.