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

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

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

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

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

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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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

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

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

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

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

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.

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

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

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

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

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

It took 3 hours in line. My flight was shorter. Then the ladies attending the front both disappeared. Don't think you can cancel and get your money back. Nope. If I could give this place a zero I would. read more

Waited 2 hours plus to get paperwork for the car than 2 plus hours to get the car I won't recommend this place to my enemies

Waited at airport for pick up too long. The phone number you need to call when you arrive in San Juan is a pre-recorded message on where to locate your driver, never connects to a live person. Once you are dumped off at the location, I experienced an hour and a half wait on line just to get to the counter, The had 4 total stations with only 2 employees manning the counters. Employees work at a snail pace and were overheard telling on another that they get paid by the hour no matter what. The agents were not friendly, seemed bothered by questions. once done at the counter you think your car awaits so that you can leave right? you'd be sadly mistaken, now you get on another line that's over half an hour long to get your vehicle. Now the adventure begins, since you now have to video record conditions of vehicles that are poorly maintained inside and out. Be prepared to ride with unknown passengers since I frequently found roaches in the car... I won't continue this review since I will need therapy to overcome the trauma of renting from here. Pay a few more bucks and get a vehicle at a reputable agency. read more

We waited 3 hours to recieve our rental, we missed the excursion we had booked that day as well. Now we had to rebook/ pay for our excursion for tomorrow and an extra day for the rental. Not worth it, go through the airport read more

I was trying to save a little money so i rented a vehicle from Routes what a bad decision. The fat lazy lady at the Carolina PR airport was as rude as he'll. I got a car that look great i was impressed until that night we went out to eat. 1of the kids dropped a peanut on the floor all of a sudden I seen like 20 or more German roaches swarm the peanuts. It completely freaked me out. I called them I was told to return car. It took me 2 hrs to get to them mind u it took 3 hrs the day I rented the car to get it. I get there go to counter trying to avoid the long lane to tell them the issue she listened to me for a second and the lazy fat lady all she said get in line wow what customer service they gave me a vehicle after another 3 hr wait. The replacement vehicle seat belt front passenger side did not work and rear seat belts did not work luckily we had more than one vehicle for the kids. Pay the extra 100 bucks Routes should be shut down unsafe and rouch infested vehicles.​ read more

This is the slowest most inefficient run car rental service you could ever use. It is NOT worth the cheaper car rental rate at all! You will wait for HOURS to get your rental car. Pay extra and rent at the airport. DO NOT rent from here or allied car rental. Lesson learned! read more

We had a 10pm reservation and not only was the car not ready at the time, it would be over 3 hours till we were helped at all. There was only one guy actually working the computer and he was painfully slow. Everyone here would have left hours ago, as there were many of us, but everyone had also prepaid. ​ read more

Do not rent from Routes or Allied for that matter. They are cheating people out of their money. The agencies quote you a price and the overcharge you for things you are not aware of in the initial contract. read more

I believe this may be my only 1 star review to date. Don't come here. Plain and simple. There is no customer service. Nobody is trying to make anything right. It isn't organized. Everyone is confused. This place needs to be bought out and completely overhauled. I can't believe a business like this can exist. It isn't worth it to save a few bucks on a car rental. Go with someone else. We've been waiting for 4 hours.... And the people we've met who got here an hour before us haven't been served yet, either. Go with anything else and spend more precious time with your family and friends. read more

Super mal servicio llevo 2meses esperando mi deposito y todavia no me lo devuelven llamo y medan correos falsos para poder hacer el reclamo.

To star, a lot hidden fees when you pick up the car. Workers on their personal phones like Im working don't bother me attitude.Then at the office wait 2 hours to get your car read more

HORRIBLE!!! Do not rent a car here! it's not worth your hours of wait time to save a few dollars. At 1 am we waited an hour and didn't move spots from 40 people back. Then we can back at 11 am and didn't get a car until 2 pm. read more

Save yourselves just go to Hertz at the airport or something like that. Been 3 hours and counting waiting in line

Elliot was super nice and helpful but overall it's pretty obvious Routes and the rental car industry in Puerto Rico prays on tourists. That can probably be said almost anywhere though. I think everyone will agree the charges, fees, tolls, taxes, and insurances should be more straightforward and upfront upon booking. Hello Priceline. Elliot gave me recommendations to save some money on the tolls but it was still slightly confusing because it sounded like even if I paid the toll out of pocket I would still get auto registered into the Routes toll program and be charged their fees. Still not sure how that works. I bought into their program and it's pretty expensive. The car was newer and in ok condition but plenty of small damages inside and out. It also had a smell to it like body odor. The worst part about this rental is that you couldn't cancel it which I was trying to do the day after booking. It's still completely baffling to me how you can't cancel a rental car a week before you are supposed to pick it up. Stupidest rule ever and yes Priceline is no help. Even if you don't use the car they will charge you and be unrefundable. Not sure if a chargeback would work here or not. Also if you show up an hour after your booking time they can cancel your rental and keep the money. So unethical. I was late due to plane issues but did not cancel me. Thank God. read more

This places uses different names to hide their terrible service. Worst experience renting a car in my life. This place is a total joke, for starters we were picked up at the airport by a really old van that was crashed and with tools inside. Secondly we waited in line for 2 hours and when asked if it could be any faster the staff was very rude and with attitude. All that to then hear that they didn't have the car we had booked, we rented 2 jeeps and ended up with a minivan and a Hyundai Tucson but it didn't end there we had to pay $300 in fees and prepaid tolls that we will not use, only then to be sent outside in the heat to wait another hour in line for our vehicles. Would not recommend this place to anyone trying to book a car. Absolutely very disappointed with the service and staff at this place. read more

Routes - Typical line - Car Rental Near Me - Carolina, Puerto Rico