very bad customer service

B.LL

Canada

Reviewed: Sat, Aug 31, 2019

About Routes: 5.0 /10

Very bad customer service. My nephew forgot his hat in the car. I called them within 30 mins after I returned the car and was told they are busy, can't check for me. They asked me to call back after 3 hours. I did, and was told they were still too busy to spend one minute to get the hat for me. They told me to call back after 8pm. I did, and was told that they will give me a call back but they never called. I called again at 11pm and they told me sorry the car is rented out and they can't do anything now. I asked them if they can try contact the renter. They said okay they try the next morning and let me know. But they never did. Overall I called 8 times for such a small thing which I think a good customer service would solve the problem at the very first call. My nephew is very very upset.

About QEEQ: 8.0 /10

Routes

Vancouver Airport(YVR)

Vancouver

Canada

Full Size Van | Dodge Grand Caravan or similar

1 days rental

Relevant Reviews on Routes Vancouver Airport

Bartholomew Ward

Canada

1 days rental

Routes

Vancouver Airport(YVR)

Vancouver

Canada

Reviewed: Sun, Aug 25, 2019

“Yellowstone Park”

About Routes: 8.0 /10

Did not pick up the car

Tom Cotton

Canada

1 days rental

Routes

Vancouver Airport(YVR)

Vancouver

Canada

Reviewed: Tue, Aug 21, 2018

“Vancouver Local, Banff”

About Routes: 2.0 /10

Waited at the airport for forty minutes before someone came to pick us up. When returning the car at 8 AM, no staff was present, had to hand the keys over to a non-staff member, and there was no shuttle to the airport. The car was very dirty, the worker just gave it a quick wipe, and the gas tank was almost empty.

Canada

1 days rental

Intermediate | Toyota Corolla or similar

Routes

Vancouver Airport(YVR)

Vancouver

Canada

Reviewed: Wed, Oct 9, 2019

“Customer service at Routes needs work”

About Routes: 8.3 /10

The car was fine. When we arrived at the airport, the pickup car drove right by us (at the appointed place) without checking to see if anyone was waiting for them. When I called the desk to advise, the lady that answered the phone was rude. At the desk upon arrival to Routes, the gentleman was very helpful, and the woman that checked us in was nice, but overall (other than the main guy) didn't seem to care. When I went back in to check on the blinking oil light on the car, there were 3 people just standing around playing on their phones (the helpful guy was on the phone with a customer), and no one acknowledged us until there were 3 other people in the line as well. Return went a little smoother, and no problems with shuttle back.

About QEEQ: 10.0 /10

Canada

1 days rental

Intermediate | Toyota Corolla or similar

Routes

Vancouver Airport(YVR)

Vancouver

Canada

Reviewed: Tue, May 7, 2019

About Routes: 9.3 /10

We waited nearly an hour for the free shuttle. I had to phone 3 times before we were finally picked up. After that the whole process of the car rental was very easy and quick. The counter staff were very friendly and cheerful. The car was not dirty but it could be sparkling instead of dripping with water from the car wash.

About QEEQ: 10.0 /10