Shuttle service was good. Nice driver who helped with our bags. We arrived around 11pm and there were only a few people outside waiting for their cars. I waited at the counter for at least 45 minutes before being helped .I then waited another 45 minutes to get the car. They clean the car when you get there. The employee who helped me was explained the reason for the wait - No staff and dirty cars. Overall, low toll fees, I used my insurance, and no hidden fees. Drop off was easy.

I’m giving this rental company 1 star because it wouldn’t let me make a post. Im writing this to spread awareness so that this doesn’t happen to anywhere else. If you’re thinking on renting from this place. RUN!! Do not waste your time or money. The cars are not new. They’re crashed, dirty. They don’t sanitize the inside. Or vacuum it. I rented this car on July 22, 2021. On day 2 of having this 2020 Hyundai, the car would not start. You’d think with this being a 2020 you’d be okay. I called the company 15 times. I have videos and evidence of me doing so. They continued to hang up on me. I was able to get someone to jump the car. I took it home and left parked there. Finally I was able to get someone to come from roadside assistance to jumpstart it again so I could take it to the rental company and get another one. I leave tomorrow 7/27/2021. I had to pay someone to take me around with my two children. Due to this issue with the car. My vacation was stressful. And I had to pay someone to drive me around. Be mindful when you’re rental from this company. They charged extra. I was charged $848. And on Priceline it was only$415. I’m disgusted with the customer service and the communication with these people.

1) Price shown when booking isnt what you pay. When we booked, it said $60 for the car and $30 for fees. We go to pick it up, and it was $60 for the car, $120 in fees. So originally $90, now $180. Literally double.2) Theyre disorganized and dont communicate amongst themselves. We waited there for 2+ hours, and several groups that came AFTER us got their car first. Apparently they just arbitrarily decide which cars to get ready. They dont have the cars cleaned and ready to go in the order youre there.3) Their cars arent consistent. They literally told us their cars have mechanical issues. Another group that was there with us (who also waited 2 hours) had their car not work by the time they got out the lot.4) The workers there were kind of rude and dismissive.5) You have to pay for tolls even on days you dont expect to use them. If you will use tolls 1 day, but have a 6 day rental, you have to pay for 6 days of tolls.Id say youre better off renting from one of the places next door. Every customer there was annoyed.

JUST ABSOLUTELY TERRIBLE!!! LOTS of hidden rental fees. Walked out of there paying almost twice the amount for the rental. Customer service was awful. Girl was on her personal phone when i walked up and made me wait until she was done to begin service. Them before you know it.. she’s asking me for almost twice than quoted for the rental due to hidden fees. Go to pick up the car and I’m standing there with my belongings for 15 minutes as the guy that’s supposed to get the car finishes his conversation with another employee. Them i finally get the car. Drive off. And through low air tire light is on and the car is making a lot of noise as i get on the highway. I thought i had a flat or that something was going to fall off. Had to go back and exchange it for a different car. They made that part at least easy. Upon returning car. Manager (in a rude manner) told us we had to stand outside in the boiling heat (instead of inside with the ac) to get shuttle service.

Booked online same day. The price online was significantly cheaper than when I arrived. Suddenly it cost more than my booking. The website does not have the same name as the location. But the shuttle taking you there is labeled for all three names operating out of the same space.The staff was wonderful. However whoever is running the place is doing so with too little staff. They need to hire more people. Everyone was doing the best they could. But there were not enough hands on deck for the work load. The owner is squeezing out a nice profit skimping on labor. We had to wait over three hours because they were washing the cars as they were bringing them out.The staff they do have are great. They do however need more staff or to list less cars for availability. Had it not been for hearing how everywhere was sold out I would have gone elsewhere.We got the car in a rush and so a few things were missed. Like the cup holders (which we cleaned out and did not use) and the trunk had a dusting of dried mud from the bottom of previous suitcases.The car was nice. Car and Staff great! Website and price at counter DID NOT MATCH AND THEY ARE UNDERSTAFFED WHICH LEADS TO WAITING AND TENSION. You should run a company with efficiency not only for the customer, but your staff. They should not be subjected to such a tumultuous working condition.

Worst company ever full of fees they don’t explain and you cannot opt out they won’t let you use your out of state insurance that’s ridiculous I use my insurance everywhere ended up using my credit card insurance. The customer service is horrible the people that work here are not educated and not professional including the manager all they do is speak load stay away from this place. Wen you book online is one price wen you get the car is 300 more the only good person was the shuttle driver.

Worst car rental ever! DONT RENT FROM THIS PLACE!1) Starting at the time of pickup at the airport I had to wait over an hour for the shuttle to pick us up.2) When we finally got to the rental office the personnel was not present and when they finally showed up they were rude, barely explaining the contract terms and showing attitude.3) The payment amount was higher than was initially listed.4) I was given a contract paper that had to be given to one of the guys outside for them to pick which car they were going to give us. The car was NOT ready. They picked up a random car, and starting cleaning it right there (inside/out). I used quotation marks as when whatever they used to clean the interiors dried up there were stains in all the seats and the roof as well.5) Signal lights were not working.6) On the third day the car did not turned on. Had to call for road assistance 4+ times as they kept hanging up. When I was finally able to communicate, they send someone to fix the car. This disrupted our vacation plans for that day. They had the option to change the car, but this was not a feasible option as you had to be towed and driven back to the rental location which was 1.5 hours away and go through all the process again.7) At the time of drop-off there was a big line. Only one guy working and everyone was desperate as they had to be on time for their flights.In all honestly youd be better off if you rent directly from the airport even if you have to pay a couple hundreds more. The savings you get with this rental are not worthy at all!!

DO NOT RESERVE A CAR HERE IF YOU HAVE OTHER OPTIONS. THATS YOUR BEST BET BECAUSE YOU WILL HAVE TO WAIT,AND I WILL NEVER GET MY 3+ HOURS OF TIME WASTED BACK. I should have read the reviews for this location prior to reserving my vehicle. They are limited on the number of employees therefore you will have to wait upward of 2 hours. I personally felt bad for the guy who brings the cars to and from the back, he was working hard but a lot of people were blaming him for the long wait. According to another employee they only get paid around $7 for the work they do.

I made my reservation on line, when we arrived to Rental car office it was around 10:45 pm September 5 2021, that was a Lady in front of me yelling at the representative, she was very upset because they have overcharged their credit card for hidden fees and more fees that she wasnt aware of it, I had to wait until everything got Seattle down.I honestly smell trouble with this company and my turns came up, once they asked for my reservation number, I already knew that my reservation it was cancelled, he replied that my reservation it was cancelled without any notification and he was very unprofessional and unpleasant person, they need to address this matter because those guys represent the name of your company and theyre not doing a great job at all.Do I will recommend this company to anyone?Course not, not even a bit, poor customer service isnt proper review, none customer service its my review for this company.I honestly hope that someone could read this before you could rent a vehicle with this company.Thank you so much.

What a freaking joke. Only have 1 star because it doesn’t let you do negatives. No only did we have to wait in like for 45 mins to finally talk to someone they were not friendly. The lady who was helping people made every single person in front of me upset. They are rude and not helpful. The price online is NOT what you will pay. They add on ungodly fees and surcharges you are not aware of until you get there. Don’t waste your time! I missed my snorkeling trip and am out money for that now too. They are horrible!

Terrible place. Made a reservation for $650. Car was received extremely dirty. Waited and hour and a half for the car. Returned the car at 5:00 the same as reservation. My credit card was charged a week later $186 and $1008. When I called the guy did not know what he was talking about. About an hr after the phone call I received an email with an updated receipt stating I was charged a late fee of almost $20, dirty car fee $150 and a bunch of other crazy fees. Please be aware and stay away from this place.

I was nervous after seeing the reviews but everything went smoothly. I did have to wait a bit but it was very understaffed and they moved people through as fast as they could.

Just thought I’d add some clarity to the situation.There are no hidden fees. Just ask.I was not allowed to not have insurance, which is clearly on their website. I allowed them to bill me 14.95 a day in lieu of my own insurance.Other than that, everything was as expected.Jose was very nice and they picked us up within 10 minutes.

Wish I could give them a -0. Visited Puerto Rico for my cousin bday this past weekend and this rental car place is horrible. The car was infested with roaches. Roaches got in our bags and food. The car was not properly cleaned when I received it, the tire pressure light was on and he told me to drive it anyway it would be okay. I watched a manager get very rude with several other customers that were complaining of roaches in their rental cars.

The cars are fairly new but I needed a baby car seat and the 3 they brought out, the only 3 they had, were terribly dirty. Disgustingly so. Its like they were never cleaned in 3 years. Cars were decent even tho one got a check engine light come on during the trip, they drove well.

If you need a cheap car rental (considering right now may not be very cheap with the whole pandemic, but cheaper than competitors) this is a fine option. This was the only company that had cars available when I planned my trip, I was super hesitant due to other reviews, but I had no other choice. Yeah, when you get there, it’s pretty hectic and not very smooth or organized, but it took probably 90mins total for me to be on my way. The shuttle goes to and from the airport frequently, and all costs were equal to what was stated online. Car was a newer Hyundai and was fine.

I will never rent from this company again.We come to Puerto Rico at least once per year and this is the first time we have ever had such a horrible experienceThe staff was very friendly and this review is not at all a reflection of their treatment.We used this company as a last resort, as our original option could not accommodate the additional day. We waited for our vehicle for 3 hours.When we received the car, the inside smelled profusely of cigarette smoke (which basically lasted our whole trip), but we were so exhausted from the flight and waiting outside in the heat for the rental, that we took the car as it was given to us out of desperation.When I was signing the paperwork, another woman was returning her car and she was highly upset and said how this rental ruined her vacation. I should’ve taken that as a big red flag.They have a lot of hidden fees that are not explained properly, so you have to make sure you ask thorough questions before you sign anything.I had to ask the front desk person to do the math with me because it wasn’t adding up, so he explained what all the additional fees were.When we dropped off the car, they were going to charge us $150 cleaning fee because there was sand in the back seat, so we had to drive to a nearby car wash and clean the car ourselves.I previously rented from Enterprise and they charged me $100 less than this place and we used the car for 4 days longer than Routes.

I wish I could rate this company zero stars to review it. I dont think it could have been a more terrible experience. First, it took over 2 hours to get the rental. There is no system or organization here, its all chaos. We were charged over $200 in extra fees that we did not agree to when booking. The fees were also not explained to us. They will not allow you to use your own insurance even though when you book they say they will. Please do yourselves a favor and dont rent through them. I know I wont.

I’d rather not rent a car than rent with route or allied the next time.Had to wait so long before anyone even turned up in the office. There was a guy in office (manager) who didn’t show concern at all.I was given a car that broke within 2 miles on the road, had to go back and again wait fir long period of time just to get a different car for their mistake.Can I give 0 star? Did I mention their customer service is not local at all? their road side assistance gave me a call back AFTER an hour. Just worst experience ever.

LOTS of hidden rental fees. Walked out of there paying almost twice the amount for the rental. Customer service was awful. Girl was on her personal phone when i walked up and made me wait until she was done to begin service. Them before you know it.. she’s asking me for almost twice than quoted for the rental due to hidden fees. Go to pick up the car and I’m standing there with my belongings for 15 minutes as the guy that’s supposed to get the car finishes his conversation with another employee. Them o finally get the car. Drive off. And through low air tire light is on and the car is making a lot of noise as i get on the highway. I thought i had a flat or that something was going to fall off. Had to go back and exchange it for a different car. They made that part at least easy. Upon returning car. Manager (in a rude manner) told us we had to stand outside in the boiling heat (instead of inside with the ac) to get shuttle service.

I booked a rental car through priceline. Called Routes DIRECTLY after booking to ensure it was all good. I arrive at the airport and call for a shuttle only to be informed that they had no more cars!!!! Even though I called to double confirm! They wouldnt even come get me from the airport because they had no cars. I had to drive 2.5 hours from the airport and no car!! The hotels in the area were completely booked so my daughter and I had to sleep in the public area of the airport until the next morning when I could arrange transportation! No apology. The rude man on the phone basically told me it was my fault for not double checking--first I shouldnt have to, second I already double checked before I even boarded my flight THAT VERY DAY! What they did was dangerous for travelers.

We had an appointment which we were 30 minutes early to. They took 1:45 just to get to us. And when they got to us it said it would take 2 hours to get the car. You’re going to spend an entire day of your vacation to get a car here. In the mean time, people were coming in the building returning cars with complains. One car had 20…. Yes 20 cockroaches in it. Another guy had his car break down one day into the trip. When he called for assistance they said they could not help him and he had to Uber from their broken down car to the rental spot to complain with the children in tow. I can not stress enough, never ever ever rent a car from here. After 5 people came in with more complaints, we left after being told about the extra two hour wait and the person behind the counter cursed at us as we left.

Pay the extra to go somewhere else. There is a reason why majority of the reviews are 1 star. problems listed below:1. It took 2.5 hours for us to get our car. Our plans for the day were ruined since it was too late to make our reservations at this point, so we had to simply return the car rental. We are not the only clients this happened to while we were there (this is also consistent with the other reviews on here). They said they would void the car payment, which is untrue. They charged us anyways.2. If you book it online, it will say the total payments will be X dollars. This is untrue. They added an extra $42 hidden fees such as concierge fees once we arrived and there was nothing we could do to get them to remove these. This is consistent with other reviews on here.3. Some of the employees were extremely rude to us and others.

Worst experience ever, took me 2 hrs to get my car and after taking with several people there were some that had to wait 3 hrs. The company just have one poor guy dealing with everything, taking the cars in and out, when you complain to the front desk they just said there’s only one employee. Zero sense of how things needs to operate. Car came all broken down on the outside, smell like wet seats and all stained. Nothing electric, had to open and close windows manually, and one key to open every door, no power locks, I felt I was driving a car from the 80s. As a Puerto Rican visiting back my island I can say this Company is a shame and a really bad firsts impression for the tourists visiting the island.

My flight was delayed which I called ahead and informed them of. I get to the rental location around 12:15am there is literally 1 customer ahead of me and 1 waiting to get in his rental. There was only 1 person working the counter and he was also retrieving the cars it took him 1 hour per customer!! We didn’t get our vehicle till 2:50am the bumper was slightly dislocated to which the attendant said he knew of but didn’t document it. Car smelled like cigarettes, it was dirty and had a half a hash brown under the seat along with a cigarette burn in the back seat, front tires worn. If this is your last resort go for it if not stay away

Waiting over 40 minutes. One employee to handle incoming and outgoing cars. This company gives you a teaser rate and after you pay for all the hidden fees you will pay more than if you went somewhere else. Not worth it. Pay for a legitimate car rental you will pay the same

I cannot have enough bad words for this place. It took us over 3 hours to get our car. There was only one staff person working here. There were so many additional fees when we showed up. Absolutely do not use this car rental company, even if you think it’s the cheapest

I was a little hesitant on booking a rental through them mainly because of all the bad reviews but it was the cheapest out there....I cannot complain I have to say that it was soooo smooth ....When we got to the airport we called routes as soon as we landed to Notify them and as soon as we got our luggage and went to the shuttle arrivals ... we were received by Jose in a shuttle...We waited no more than five minutes.meanwhile everyone had to wait over 20-30 minutes To get picked up, Jose was already there waiting for us...He was full of conversation and very helpful with our luggage...Very nice man...Once we got to the location everything went smooth we were assisted by Luis...He explained all the prices and we did not run into any hidden fees like other people complained about....The only fees Were the typical insurance and tolls which every other car rental charges this...and you can opt out of all of it...Our car was in very good condition half a tank of gas the whole process took no more than an hour...Returning the vehicle was just as smooth they check the car make sure everything was good and of course we returned it clean with no sand in it to avoid any issues.... three days later I receive my full $250 deposit... can’t complain I am happy I Gave them the benefit of the doubt couldn’t have had went any more smooth...thank you routes!!!

The BRAKES in the car they gave us stopped working! They stopped working 45 minutes outside of San Juan. They got a tow truck to come get us - but apparently the tow truck can’t bring you the replacement vehicle. We would have had to drive all the way into town (since the original person on the reservation apparently has to sign before they can give us the replacement car), then drive back out to pick up everyone else!!This was after us having to wait over an hour in line to get a car we received yesterday. Kudos for having a customer service phone number that actually answers though.I

RENTERS BEWARE!! STAY AWAY!!The worst possible experience. Rented a car for three days at $396.02 via Priceline. Arrived on time to pick it up. Before a mandatory insurance (which I tried to decline due to my credit card insurance, but they still would force it to you due to their “policy”) they inflated the cost to $502.00.They abuse the high demand low offer issue at the area to force people to take it the way they want. I’ve rented cars before with multiple companies, but never had an issue like this.Stay Away!!

Got there, waited 15 minutes and got my car. Returned the car in 2 minutes. Pulled up left the keys and contract in car and was immediately picked up by the shuttle. Not one hiccup. Good service.

Worst car rental experience ever. They charged me a deposit and never gave it back after returning the car. I have called 4 times and they keep telling me different excuses and how they will fix it. Now I am having to dispute it with my bank. Ridiculous.

I returned the car on the 3rd day because of all the warning lights, they exchanged it. I drove half a block and the wheels started wobbling and pulling right. I returned it immediately and waited almost 2 hours to get it replaced. The manager seriously lacked leadership skills. Hector was overwhelmed. I suppose management doesnt care about customer satisfaction or repeat business. Its a shame this company is fueling the stereotype.

If there was a zero thats what Id rate them instead. When we got there during the xmas holidays, they gave us what appeared to be a lemon from a used car dealership and told us we could come back later for a better car. When the time came that same day, they told us they didnt have any other cars and insisted we keep the car for the rental which we didnt. They still charged us and was never able to speak to the manager after numerous tries since then.

HORRIBLE service and very poorly staffed. One person working the desk for pick up and drop off. Took over 4 hours to pick up the car rental and over an hour to return. You will waste your whole day here trying to pick up your car. There is no organization when you get there and they do not abide to first come first serve at all. They allowed people who came after our group to jump the line and get their cars first after we were waiting hours. Would NEVER book with Routes again and do not recommend to anyone unless you have time to waste. Pay the extra for a better car rental company.

Terrible experience. My car pick up time was at 2pm and I left at 3:30. I had to wait outside all that time. Very slow!!! Only 2 people working there. Don’t make plans if you have to come to this place because you will waste a lot of time! Very disrespectful this place.

By far, the WORST rental car service Ive ever experienced. It took almost 2 hours to get my car, it was beat up with higher mileage, still dirty, they put the wrong fuel reading on the contract (watch for that), plus the mandatory fees add up and paid about 25% more than reserved price. Dont rent here.

Loved my visit to Puerto Rico. Didnt love waiting 3+ hours to get a car after having our paperwork lost twice by employees.I can respect that there will be a bit of island time to cope with, but this missing paperwork thing seemed to happen to every few groups at this place. While there, we spoke to another couple who had been waiting over 2 hours and found their paperwork had also gone missing.When we first arrived, there was a man with a clipboard taking names and allowing people in one at a time. An hour after our arrival, clipboard guys shift was over and he left. No one took up the clipboard after that, and all chaos broke out shortly after with people flooding inside the building. Despite the fact that we were near the front of that line, we were one of the absolute last to receive our vehicle. We were also one of the earlier entrants on the meaningless clipboard.Its a total soul crusher when youve done everything right and see people who came to their car rental an hour or more after you and see their car brought up before yours. Not because the later people did anything special or slipped the guy a $20, but because Routes couldnt keep paperwork in order. Good luck trying to get anyone to talk to you about the situation in either English or Spanish. Employees will generally ignore you. The one guy moving cars wasnt able to move with any sense of urgency, and its clear the management of this place has given up entirely.We had an appointment to receive the car around 3. We left close to 7 with a car that had a tire pressure light and check engine at only 25k miles. It wasnt the car we had booked, which was given away 3 times over. The car they substituted for the week even randomly shut off once while driving. Given a lower quality, risky car and charged the same price as a full functioning vehicle... this place would rather risk your life than miss out on that extra cash. Make you wait, then make you risk your life, great. I came to PR for relaxation, not to gamble with my wellbeing.The flight over there was just over 2 hours. The wait to get the car was well over 3 hours. Think about how much you value the time of your visit. I would have gladly paid some other rental entity $100 or more extra just to avoid the broken process here.Dont waste your time on this place if you can avoid it. Trust me.

DONT DO IT!!!! You might be considering renting from Routes (or Allied, NextCar or Priceless which are all the same company) because you think it will save you some money. IT WONT! They will quote you a price and then when you go to pick up the car, they will add hundreds of dollars in required fees, for example an Energy Recovery Fee, Wind and Tire Waiver, Roadside Assistance, Customer Facility Fee, Contract Fee, License Fee. I showed them my rental confirmation from Kayak with the Total Cost printed at the bottom and the agent laughed and said Youre definitely not paying that. They also refused to rent me the car unless I added the Collision and Damage Waiver because I could not show them proof of insurance on a 2016 or newer car registered to me. Reading all of the fine print, this requirement was not mentioned anywhere in the initial reservation. Do yourself a favor and rent from a reputable car company that doesnt engage in such dishonest business practices. I sure wish I had!

Showed up took these people and hour plus to figure out our car. Then the insurance is a headache it’s like only one dude out there working, the whole operation is a mess would not recommend. Plus it’s 10 min from the airport there are much better options closer with better customer service.

The absolute worst experience ever. Please do not waste your money renting with this company. To start off, it took them about 30-45 mins to pick us up from the airport, once we finally got to the rental car facility, we had to wait about 2 hours in line because there were only 2 counter clerks, once we finally got the paperwork signed we had to wait an additional hour for them to bring the car up to us. Instead of them having the cars ready to go, they have to wash them and clean them literally right before giving you the keys, and there were only 2 guys handling the cars. it was horrible.

It is less than a one star business. If you need to rent a car during business hours it is a disaster. Theres not enough staff, its very disorganized and you have to wait outside in the heat for up to two hours to pick up your rental. I made the mistake of not looking up the place beforehand thinking the discounted price was related to it being out of the airport.-The “free shuttles” don’t come every 15-20 minutes more like 30-40min which is an issue especially if you are trying to catch a flight. The shuttles also did not have properly working ac so you are stuffed in a van with 10-12 other people in hot van. Its about $30 cheaper than getting a rental at the airport and it is DEFINITELY not worth it. From my previous experience traveling to San Juan, I would suggest getting a rental at the airport, the service is efficient and professional.

HORRIBLE EXPERIENCE. Do not waist you time in this car rental. We were there on time and they didn’t have power so we had to wait for 1 hour. After that we were waiting outside for 2 more hours to get the car. They said someone was cleaning it but I walked over the place and nobody was there. Maybe the car was cleaning itself!

If you learn from others experience avoid this place don’t matter how cheap could be. Service is awful. 2.5 hours of waiting time to get a car. A lot of customers waiting and only 2 employees at the whole establishment.. Employees don’t talk to you and empathize with the clients that are waiting, but ignore their request or complaints. Returning the car, same frustration. Slow process, other employees just watch the only person working, even when there is a line of cars waiting to be returned. First and last time.

This company canceled my car because my flight was delayed. It is not a good feeling to finally reach to your destination and find out that you have NO TRANSPORTATION!!! I DO NOT RECOMMEND!!!!

My son Robert Sanchez rented a car here yesterday 6/20/21 and this is the result of the experience! He is giving them a star because he had to in order to leave a review!! Not only did we have to wait 2 hours to get our rental car after all of that we were given a car with faulty brakes!!! We are on the other end of the Island and were told in order to get a safe car we needed to return the car 3 hours away from our lodging!! This is the WORST interaction with a car rental company weve ever had!! Shopper BEWARE!!

Horrible customer service. Everyone was standing around talking and not helping the customers they had. When we finally did get help we were met with major attitude. Car was on E/no gas when we got it. Also had scratches all over it. Wouldn’t recommend.

I don’t know why the reviews are so horrible. we got a super good deal. we got our deposit back. it took a while to get the car but that’s only because there was one person working, but even then he was doing everything he could to get everyone checked in and out.

I’m writing on behalf of myself and my girlfriend We scheduled a rental car for Thursday July 1st with the Routes Rental agency in San Juan Puerto Rico. The airline cancelled our flight. We contacted the Routes rental agency and spoke with Jarrod*, who assured us they would hold our reservation for 24 hours. He also stated he would write down our name(s), but put the phone down as she was giving him her information (he was speaking to someone else). When we arrived approximately 12 hours after the reservation time we were told the reservation had been cancelled and there were no cars. There was a line of other customers who had also had their reservations cancelled. The staff was dismissive, uncaring, and didn’t even greet with a hello. Needing a car, we rebooked a rental for Monday July 5th and waited 2 hours for a rental car after we showed up on time. Again, the desk staff couldn’t even manage a hello and simply asked for an ID and credit card. We are only good for our money it seems. We are extremely disappointed in the entire experience we have had with Routes. We were treated as ATMs, only worthy of decent treatment based on how much money the agency could get out of us, and ZERO regard for our time. Your business clearly doesn’t value our time or our patronage and we have no plans to use your services after this trip. Would give no stars if it were an option.RegardsTimothy Allen

Horrible experience. Rented a car that had major damage to the body. Which was fine. But upon returning the car they found scratches on the side door which i didnt see and probably happened by a side swipe. I purchased their insurance for damage waiver and they told me that i needed a police report or they are going to charge me triple the damage waiver deductible. Never heard of this before. I was fine to pay the deductable even though the damage is not even close to 500 dollars. And getting a car with alot of damage already their scare tactic to force me to go to the police station to file a report for scratches to an already messed up car is unacceptable. Buyer beware. This place is not reputable with this type of an attitude.

One of the worst experiences ever renting a car. This company will steal your valuable vacation time renting a car. I had nobody waiting in front of me. It took me over two hours to get my car.

If it were possible to give zero stars I would. Have been waiting 1.5 hours to get my rental and the employee is incredibly rude stating we should expect to wait hours to get a car. Why make a reservation time available if you expect people to wait forever?!?! I have never experienced such poor service and rudeness in a rental car company. Advise you to book a different agency

Routes Car Rental was great. Got Uber from airport to hotel since had a late flightl and headed there early in the morning. Was second in line. Person in counter was very professional and couteus. Paid as quoted with a little extra for additional driver and tolls. No big difference. Gentleman bringing cars was also doing returns and it took like 20 minutes to get my car. Return was nuch easier. Had a great experience but went on my own to get the car and not with a group of people in the shuttle which I heard could take longer. Would definitely use them again in future trips.

I booked and made reservations through a 3rd party, Kayak - 2 months ahead of time.When I got there at 9:30pm, a lady glued to her cellphone with a “whatever” attitude greeted me and another family ( we all had reservations) and they had no cars available. No help was offer, no different day was suggested. Nothing. I asked for the shuttle to drop me back to the airport, took about 30 minutes. I was trying to get a hold of a different company in the meantime, and looked like everywhere was out of cars. Shuttle guy is now missing. No Uber at that time. Lyft isn’t available here. And apparently no taxi comes to that area. Had to wait another 10 minutes for a different shuttle guy to come and drop us to the airport.Way to ruin my vacation.Next time will make sure to read the reviews before making reservations. Still I’ll look online and it’ll say they have cara available

If I could give 0 stars I absolutely would!! This place is TERRIBLE. I’m telling you, spend the extra money and rent a car somewhere else (enterprise, Alamo, etc.) We waited over 45 mins at the airport outside for a shuttle to get to come get us. When we finally got to the place we waited 4 HOURS to get our car. We had a reservation for 1pm and did not get our car until 5pm. We had to sit outside in the hot sun with our luggage and wait all day for a car along with many other unhappy customers. We had plans and still had to check into the place we were staying at and half of our first day of vacation was ruined because of this place. They also have the worst customer service of any establishment I’ve ever been in. They were extremely rude and dismissive of everyone frustrations as if we should have expected to wait 4 hours. We were also charged $200 over what we were supposed to pay and luckily we caught it because while talking to other customers, they seemed to do this to everyone. When asked why we were charged extra all they had to say was “we will refund the $200.” Also, on the day we were leaving to go back to the airport to go back home, we packed up our car and it would not turn on. The battery was completely dead. Luckily, the security guard where we were staying had jumper cables and was able to jump us. However, this ruined our day yet again because we were unable to do breakfast like we planned or any type of last minute shopping due to us not being able to turn the car off in fear it would not turn on again. I could go on and on about how terrible of an experience this was but moral of the story is do not use this place for a rental! When we come back to PR we will definitely be using another company.

I’ve rented from this company twice, but only because I wasn’t aware of the name of the place. Both times, terrible service, no cars available and cars weren’t ready. Do yourself a favor and spend some extra money and rent from somewhere else. I’ve gotta say that the poor employees are nice and try their best and probably are not to blame for the company’s mess. Also, when they finally gave me a car the second time it was a nice one. I would rather pay double the price than rent from here.

Very bad customer service.Waiting 3 hours and still the car is not out.If I knew it I would rather pay more and get better and faster service.Horrible!1 star rating is too much for this company

Service is awful. 3 hours of waiting time to get a car. A lot of customers waiting and only 1 employee working. Car was beat up and it sounded like the tires are about to fly off.... car also shut down in the middle of the highway twice on us while we were driving. Avoid this place.... if I could I would give them zero stars.

Its a scam paid 200 for a car and there were so many hidden fees that it was over a thousand dollars dont waste your time

We reserved our rental for 4 but our plane arrived late so we didnt get here until closer to 5. THEY GAVE OUR VEHICLE AWAY and basically dodged the question on whether wed be able to get a vehicle or not. Weve been waiting outside for an hour already. Ridiculous.

I have traveled all over the world and rented cars in many states, countries, etc. I’m used to “island time” and and language barriers and try to leave positive and helpful reviews so believe me when I say this was the absolute worst car rental experience I have ever had in my entire life.The staff was rude, lacked compassion and empathy for the concerns of customers, and I paid for a more expensive vehicle than what I was finally given.I was almost in tears after about 3 hours of no communication or help after I continuously got skipped over. My kids were at the hotel waiting for me, and the hotel was waiting for me to check out and when I tried to explain that I still didn’t have my car after I had been told “10 more minutes” after over an hour, I was merely told “they (the guys who go grab the cars) are a different division than we are and I have no idea what they do or when they’ll get it.” Finally, after getting mad and having my anxiety go through the roof, I was informed that my paperwork had been lost and I would be next - I wasn’t - two other groups still went ahead of me. When the car finally arrived it wasn’t what I had paid for - but at that point I didn’t care I just wanted to leave.Like I said, I’m generally very understanding of long waits and the challenges of few employees - but there were a lot of employees and most of them were just wandering around and chatting, drinking, dust bumping, etc. And I wouldn’t have even minded that as much if there had been even an iota of communication, kindness, or compassion for their customers.The weird thing for me too was I read the reviews for “Routes in Puerto Rico” and they were pretty positive - like 4.4 on Google - but for this specific place I finally found the reviews and they all sound very similar to the experience I had. I hate leaving bad reviews because I know businesses in PR and other places depend on tourists for their livelihood - but this was - from product to personel to management the very worst travel experience and I hope either I can help someone else avoid it or ideally get their management involved to make some much needed changes.My one caveat is that our shuttle driver after I dropped the car off at the end of our stay, Alfredo, was absolutely amazing. Super kind, informative, and navigated a strike at the airport that blocked entrances and cause traffic jams and still got us to the airport on time-ish.

Should have read the other reviews before renting the cheapest car I could find. Took me 3 hours to pick it up during which there were a couple of red flags. 1) The lady at the counter didnt even ask for my reservation. 2) They have you sign a blank screen so you cant even read the contract. Turn in was quick and easy but again, youre signing a blank screen so you have no idea what you are agreeing to. Apparently I got off lucky when the bill came by only paying about $100 more than my reservation. Sounds like others here were burned much worse. Even still, I highly recommend everyone to STAY AWAY! (This is the same company as Allied)

Is a lawyer here? We want to demand this company because it is a big fraud!!!! They took 250 dollars from deposit and we have never received the deposit back, and we called many times and they didn’t give us an answer. I hope we all could demand this company because they steal our money. The worst experience of my life.

People dont rent from this location. Especially if you with your family.Michael Blanco was the person at the counter. Of course only 1 person working,with 90 degree weather. We waited over 2hrs for our car sitting outside under the red Tent.I reserved two vehicles they overcharge me on one. Then when I get one of the cars the guy says to bring it back on Full On gas and it was on 3/8.They tell to bring back the car clean. Oh & when you get the receipt check how many taxes they add plus the PR taxes of course.Never heard this before..will not go there again

Man how I wish I could leave no stars. The rental took forever to get, and wasnt cleaned from the last user/s. After riding 30 minutes away and making a stop to get gas, we discovered the car was full of roaches. They did give us a better car though, seeing as we immediately brought the car back and reported the issue. Upon recieving the car they told us that no inspection was needed for the swap, but after returning the car at the end of our trip, our deposit was never returned. I will know to read the reviews prior to acquiring a rental next time. And never deal with these people or Allied(seeing as they are both affiliated).

This place is horrible.It was the worst decision made EVER.Wasted several hours of my life here, all wasted.You’re better off checking the Enterprise car rental next door.

We had at least a half hour wait outside before we were invited in. There are hidden fees such as insurance and huge deposit of $250 and insurance $100-$110. Ended up paying over $700. The car turned off on us on the highway. Not the type of rental experience I expected but I guess it did the job. The guys are nice but the lady at the counter is kinda rude. I think she’s overworked and underpaid being that it was just her at the counter so I’m not gonna bash her. I just wish she was nicer and explained things better.

DO NOT USE THIS PLACE! If you use Priceline or any other booking services, it will cost you 2x or more than the price you are quoted, and the service at this place is borderline illegal. They add bull$*it fees AFTER you have already used the car, and even if you pay for the toll usage, they add that when calculating the taxes. The employees are all terrible and don’t understand English, and act like they don’t know what you are saying to them in Spanish (I speak Spanish quite well, and others who were there were having the same “issue”)I cannot give negative stars, but if I could then this place deserves at least -5 stars worth. PLEASE DONT USE THIS GARBAGE PLACE!#priceline#garbage

Pay an extra $300 before renting from here.. or you will be waiting 3 hours for a car and 2 hours for a shuttle ride back to the airport.. and have fun vacuuming your car before you return it or else you’ll get charged your $250 deposit

We arrived in PR and there were no cars available in the airport so we had to look in the surrounding area! We went to a few places and none had available rentals, at this place we were able to get a 4 door Hyundai for $533.67 a week ! Super pricey compared to many other times we had rented cars for as long and it was never this expensive; but ok there were none ! No where do we were happy! When we came back to return nite car inside of the building there is a line specially for returning the rentals, but no one was there helping any customers! After watching a young lady playing on her phone while there was a line of customers waiting on her! As time was running and I had to go And no one was coming to ask meIf I needed help returning the car !!! I had to tell the young lady if there was a customer service rep assigned to car returns as I have been on that specific line and no one was there! She said no there is only One line for everything! I said so what is the purpose of having that banner on the last counter that’s said in bold letters car returns! I told them I am not missing my plane because you guys are so unprofessional! So someone needs to get this car situation settle ASAP! Because I am leaving ! So at that point someone else come out to help! I believe the manager or supervisor was there and was not creating a sense of urgency while he has his employees playing with their phones and a line of customers ready to make business! Horrible service, slower than a turtle!

This place deserves zero stars! They told me my reservation price was wrong and it was $75 more than the original price. The staff had an i don’t care attitude. We were there for 3 1/2 hours before we received our car. On the day we dropped the car off we waited over an hour before someone came to take the keys. Please do not rent from there unless you have a lot of time to kill

Do not rent from this company!!! I did my reservation on Priceline for $50 a day, i didn’t look at reviews prior or else I would have avoided it completely. There’s so many hidden fees that are not explained. My rental car that should have cost me $350 plus tax ended up costing me $911, that’s with a $250 deposit that I was not told about. They don’t even explain to you what you are paying for and both the employees that I dealt with were rude and not helpful. My advice is to take a taxi alittle further away from the airport and get something cheaper.

Bad customer service very rude and unprofessional in all the manners don’t rent car in here you will regret it.

If I could give this place ZERO stars I would! We rented a car on priceline for a total of 312! When we went to turn it in the manager was rude and disrespectful! A total of 615!! Definitely NOT was agreed on! The manager also assumed that we came from the beach because we had on swimsuits when in reality we were at the rainforest and although the inspector said our vehicle was clean and good the manager claimed our car was FULL of sand and said we can go clean it out at a gas station then turned around and said that its too late because they already charged us! Horrible service when picking up the vehicle as well! The only nice person there was the van driver!

Talk about a vacation ruining experience. We waited hours for a shuttle only to arrive at Routes to be told THEY CANCELLED OUR RESERVATION BECAUSE WE WERE LATE!!! You can see the loophole here. We booked a month in advance and didnt even receive so much as a sorry. There were parts of our trip that we had to cancel including reserved tickets to the Yunque rainforest. We spent hours of our trip calling and booking cabs something we had tried to avoid at all costs.This was a very bad experience.

Well at first after I saw all the comments I wanted to cancel but it was to late ! As soon as I got out of the doors there they were to pick me up at 1:30 am .When I arrive at the rental the clerk was nothing but nice and gave me some valuable information for the future! and yes I waited like 30 minutes for my car including paperwork and inspection they charge me what they said no more no less over all I would rent again better than others leading car rentals highly recommend

Just where to start. I made a mistake by not looking into them and simply taking Kayaks cheapest option. We get there and there are 20 people baking in the sun out front. You give your name and then wait for about an hour to see an agent. (Note this is during the tail-end of covid so there are restrictions on the number of people who can be in a building. However, theirs was in the high twenties, they were letting 3 people in at a time, everyone else could bake). Then we find out our reservation was cancelled because we showed up 4 hours late (flight delay, fine whatever). However, it is now $90 more than I was quoted. I say fine, I am hot, my wife is baking (still). The bill is a joke, $55 per day for the care $300 IN EXTRA FEES ON TOP. This was for 3 days of renting. Then the coup de gra, they have two dudes getting cars and these guys are running but when you give them the slip saying hey please get a car they have to then go CLEAN AND WASH IT before they bring it out. So obviously it takes ages to get anything out to you. In total it took 3 hours from walking up to driving away burnt and broken. I budgeted an hour for just returning the car and they didnt dissapoint. This time they are dead, no one there but us and its 45 minutes of standing next to the car (as I was told to do) before someone could deign to take the keys off of me. I dont care how expensive it is in the future, I will never ever use this company (or an Allies company in general). Stay far away and save yourself some hair and melanin.

Nope! They changed their name, but still the same, horrible, company. Dont get me started on the insurance scams- and the car that had roaches!

If I could give it a minus 10 stars I would. I called when we got to the airport for the shuttle to pick us up. never came so we had to Uber there. Then they charged me $9 per day for their EZ Pass whether you use it or not. My daughter rented from a different rental company and you had a choice of $25 plus whatever you use. not here they insisted its $9 per day whether you use it or not. Then the total comes!!! $396. wait whattt? my confirmation said $260. oh yeah its $260 including tax. but no they claim since Routes doesnt have a storefront they (Allied Car & Truck Rental) have to also charge us tax. I used them to save $30 and ended up overspending by $136!!! Ended up taking an Uber back to the airport. Their shuttle service is super slow. Spend the extra money and use a different car rental.

Let me start off by saying I would give this place 0 stars if i could. When I arrived I had a reservation for a car that would fit 6 people (ford explorer or similar). We walked in the location around 6:30 and did not get helped until about 7 and we were the only people in the building! After waiting the lady took all my information and went to look for the car and she said it needed to be cleaned. we waited until about 7:30 and then she came back out to tell us she NO LONGER HAD A CAR FOR US. We had a reservation. There is no excuse as to why no car was available now. After all this I realized they CHARGED MY CARD the FULL PRICE of the rental. Why was I charged when I did not see a car from them. They are a disgrace to rental car companies. I will ride a bike before I ever attempt to rent a car with this company again!

I wish I could leave this review without any stars. 1 star is already a lot for them. They are trying to double everything... you’ll end up paying double at the end of the day... that’s how bad they are. When we were trying to get the car they did not provide any accurate information upfront.., and then they ended up charging more and more for no reason... their customer service is awful... so unworthy...

Like most of the reviews here, I went with the company because it was the cheapest deal. Four days was estimated at $150 on Priceline, however, at the end paid $250. Employees were nice but it was frustrating on the wait for the car. A hold of about $500 was placed on my card. I waited about an hour. It’s best to flag one of the car handlers with your contract for faster service (customers ahead of me let me know that about 30 minutes into my wait). The car itself was great and new with only 250 miles on it—practically new (2021 Hyundai Accent). I found the rental much better and in better shape than ones I have gotten from Hertz, Enterprise, etc. I would recommend them if you’re looking for a reliable vehicle and willing to wait. Island time people, this is Puerto Rico (and I love it here)! Don’t expect things to be run like it is in the mainland. Also, very friendly bus shuttles drivers from airport to rental facility and vice versa (even at 3am when I dropped the rental for a 6am flight). 3/5 stars is fair.

If I could give it zero stars I would. Shuttle takes forever to take you and then you will spend 3 hours waiting for you car. Look elsewhere. It might be even worth not renting from San Juan Airport instead of this place. Horrible.

If I could give this place 0 stars I would. We were there from 4pm and didn’t get our car till after 6:30pm. The supervisor Stephanie was rude and skipped us and gave 2 others rentals even though we were there before them. She spoke to them in Spanish (we only speak English) and then ignored us. When we got frustrated she said she will get to us eventually. Oh and let’s not forget the over priced us. Nothing was priced how they said online. NEVER USE THIS RENTAL COMPANY.

This has to be by far the worst car rental company in Puerto Rico. Upon arrival we had to wait 2 and a half hours to get thru the line of people waiting. Once we finalized rental agreement and were on to receive car, it was another 2 hrs for car to be ready. Don’t understand how they couldn’t be ready when I booked and confirmed 2 weeks prior. Now to date of return, almost an hr for a simple return. Almost missed my flight. Will never book with them again. Will rather pay the xtra $100 bucks for the week than waste hrs with them.

Beware of Jenny Vicente. She is very rude, disrespectful, has no manners and no class. She treats people like animals. She puts her hand in your face as she walks away. She works the front desk and has no professionalism. Jenny Vicente insults her customers saying that 90 percent of her customers do no have any money. Jenny Vicente should not be working with people.

DO NOT RENT HERE!! Waited over 2 HOURS for a car AND we had a RESERVATION!!! I am an AVID travel and I’ve NEVER experienced this in my life!! Don’t try and save an extra dollar by going here. You will lose all your free time which is more valuable!!!!

Worst experience renting a car. I waited for a shuttle for about an hour to get on site. Took me about 2 hours after to get a car. Had a car reserved for 2pm. Its 5pm and i still havent gotten my car. I will never come back here and dont suggest this company to anyone.

**BEWARE** this is the worst car rental company! They overcharged me and when I asked for an explanation of the charges the lady in front said (literally) “I am not going to explain anything to you”. Please be assured that all the other bad reviews on here are 10000% accurate. You’re not saving money after all the charges compared to a premium rental company.

Will never rent from here again. We rented with routes and after all the hidden fees, its the same price as the big name rental agencies (enterprise, Avis etc) rent from them instead. Customer service is thee absolute worse and youll be waiting atleast an hour for a car even though they are all sitting in a lot right behind the building

Doesn’t even deserve 1 star. Very very bad service. The guy on the desk lied when we asked his name...there are so many customers waiting and there is only 1 person at the desk. We have been trying to get the car since 9:30am and it’s 2pm and we are still waiting. He’s said when I told him I want to pay using chase card for the car as it will cover the insurance..he said it’s not acceptable. But when another customer told him...that’s when he said yes. But he was denying when I told him that and tried to sell the insurance. They do not sanitize the pens or the signature block used for agreements. Terrible terrible service

DO NOT RENT A CAR FROM HERE. I REPEAT, DO NOT RENT A CAR FROM HERE. You will waste money, time and energy. This company is a disgrace and highly incompetent. I’ve never had a experience worse than this. Not just with a rental car company but any company in general. It’s so bad it’s almost comical. DONT GO CHEAP. SPEND YOUR MONEY WITH A LEGITIMATE RENTAL CAR COMPANY.

Really bad service we got there and waited outside for 30 mins understandable bc of a Covid we had to get our temp check, the girl that assisted me on the car rental wasn’t friendly at all. I didn’t complain or anything I was tired, after signing all documents she ask to wait outside for the vehicle only one guy working, we’ve waited 2 hours to get the car, I ask various times what was happening with the car and the answer was car is getting cleaned, I exploded I was already upset after waiting 2 hours finally they brought the car unwashed and not clean. I was ready to go I didn’t complain but this car rental sucks!! I ask to speak to a manager and was advise he or she wasn’tThere I ask for manager name no one seem to know manager name!!!

Avoid this place if you can. You make a reservation and then when you get there and you have to wait an hour to just speak to the clerk and then they tell you they have no cars, you have to wait another couple hours to wait for someone to drop of their car so they can clean it and then give it to you. Ridiculous!!

I wish i can give them negative 5 stars !!!!The worst car rental place in the Puerto Rico..Slow service .. bad customer service..I made a reservation a month before i came to the country and I had to wait 3 hrs for my car rental because they didnt value my reservation...

They gave me a 2019 red Nissan Versa that was infested with roaches. The roaches was living in the dash board of the the vehicle and they when it was time to switch it out they gave me a huge problem this place is the worst

We choose this place because they had a good price on the website, BUT when we arrive a go there the whole story changed because the man in front desk he wasnt at all friendly and told us that the price had changed by one higher without any explanation and with attitude and finally the insurance by the sky without any explanation again. We dont like the wayto treat to the clients. They dont have any custumer service right there, you dont gonna find it. Simple!

Day one. Had reservations made for 12:30pm, did not receive the car almost until 3 in the afternoon.Day one(3hrs later) check engine light is on[fuel cap loose].Day 2 check engine light - collision sensors - hill assist - traction control everything lit up the dash. Car 2020 Nissan Sentra loss power while going up a mountain. Called several numbers. Roadside assistance, front desk, Google numbers. Amd nothing. Roadside assistance number says you can wait on hold, or receive a message for better assistance thru whatsapp. The car did not move for almost 2 days. No managers on duty to.help out. This company needs better mechanics and better management. Never again

Despite the reviews, I gave it a chance and did not have an experience like others are describing. Everyone was friendly and explained everything clearly and gave me a copy of everything and I paid the total price before getting the car and didn’t have no surprise charges or anything like that. It was affordable for a 5 day rental.

Short staff due to covid .. terrible service . Counter associate not helpful, not nice doesn’t care about quality and good service