From the time my family entered the Routes building until I was able to drive away in my rental. It was close to 2 hours. The customer service was awful. It was like renting from the DMV. Pay the few extra dollars and rent from a better agency. I would never recommend them.

Customer service is not their focus. I waited for 15-20 mins prior to being helped. During that time the phone rang constantly - not one time was it picked up.

Lady we set rental up with EXTREMELY RUDE, left us at counter 20 minutes, no explanation. Talking down to us entire time. VERY high pressured and RUDE

Waited 90 minutes to get car. Workers were rude and made little effort. They didn’t have my vehicle, so had to find me a new one which took additional time.

Like: Service staff was great, car upgrade was good, thank god for GPS for finding our way to and from the office location, shuttle driver back to the airport was outstanding
Dislike: confusion on airport pickup, no indication that we had to call for a shuttle. could use more staff at the desk to expedite pickup and dropoff