Paying for a Grand Cherokee but getting a Wrangler. No matter how much you argue, the company will just tell you it's the same vehicle group. In reality, I didn't see any Grand Cherokees at this store, only Wranglers. Plus, the staff were not friendly at all. We saw another customer complaining when we picked up the car. The waiting time is generally 30-40 minutes.

The company checked the fuel level without being too strict, and didn't mind that the car wasn't washed, as it's hard to find a car wash in winter.

This is my second time taking a car from Routes, the experience is good and cars are new. Ontario residents must block 1500CAD of security deposit on their credit card, but I read about it and was prepared, which is ok. There were no additional insurance upsell on the counter unlike other companies in Toronto. They double checked my credit card has insurance included and were very nice to me. They don't have unlimited mileage for Ontario residents, but nobody in Toronto does and their limit was 2500 which was more than enough for my trip. Totally recommend

The rental experience and quality of the car was excellent. On pick up - staff was very friendly however she was serving phone customers at the same time and took a look time to complete our paperwork.

The transfer from airport was good, but the pick-up process in the office was very poor. It took too long and communication was not good. We were totally confused by the directions given which we thought included the toll road into Toronto. When we happened to see a notice about the penalties for using the toll road, we were then told that that the instructions were NOT to use the toll road. We then decided to add a GPS which meant a further delay and a change of vehicle.