SUV Hire in Denver, Colorado

Line for pick up was nearly an hour. Drop off was chaos: no attendants at all.

WY too long a line, and took way too long at the counter

Vehicle was not thoroughly cleaned (still had trash in it from previous users). Cracked windshield. Not enough customer service people to service customers in a timely manner (particularly at pickup).

Check in was long. Spots were not clearly marked. I actually put my stuff in the wrong car, then had to walk around the lot for a few minutes to find the right car. The cars horn was really soft (compared to my own car) when hitting the lock button…making finding the car a little more challenging. Otherwise, the car was great, the price was reasonable and the check-in was efficient. I would use Routes again.

Everything was good, but there were a ton of unexpected fees at pick-up.

I will NEVER rent from Routes again (I rented through the Kayak travel website as a special offer, thinking Routes had to be ethical business to earn Kayak's endorsement. Uh no, Routes is not ethical at all. Kayak got taken in too, I suppose). “Technically," the vehicle worked as expected (despite being out of alignment with poorly inflated tires). But "technically" is the operative word, since that's exactly where they get you. They have all sorts of hidden (and ambiguous) rules in their contracts that are not like other car companies plus you sign on a digital pad so you never even see them before signing. Ironically, one of the things you sign via the digital pad is a statement that reads, " ... by signing below, you agree to the terms and conditions of this agreement, and you acknowledge that you have been given an opportunity to read it before being asked to sign." Nope. I was never given an opportunity to read that statement before signing, nor read anything else. The staff won't tell you all the ways you could get charged or fined after the fact - essentially, if there's not an upcharge opportunity for them at the rental counter, the staff will not tell you any of these hidden rules and just let you suffer at the end. Because guess what? They can charge your card for anything. ANYTHING. I got charged for crossing the state line. Seriously. Despite talking about that possibility at length with the staff at the counter!!! She never said a peep, just smiled in a peculiarly serene way that I now understand to be the smile of a predator. They interpret their rules fiercely to their favor. Because that contract section goes on to read, ".. your signature below allows us to process a separate credit/debit card voucher in your name for all amounts due us" which means they charge any and everything possible to your card without ANY avenue of recourse or customer service resolution. It's impossible to get to a customer service person, they will deny any credit card dispute with STACKS of paper alleging they are correct (even if they are not), and use every trick in the book to bilk you out of money. Yes, it is possible that sometimes, some renters will have a good experience - but most of the time you will be conned, lied to, manipulated, tracked (yes, tracked), fined, anything to make themselves profitable using deception, ambiguity, and omission. Don't risk it. Your $50 rental will end up as a $200 rental and a massive headache.

The customer service was horrible .. no one wanted to help me I asked two people to help me .. both of them told me they were busy and to go find some one else .. I stood there and waited for 15 min .. when the next shuttle came around .. the lady said I can help who’s next. I immediately said something to her and she said , I was busy at the time is there no one there to help you I said no . Still no one helped me .. eventually some one showed up to help me… i told him what happened he just looked at me. So I said ok im going to just let it go. Then they gave me my car , the Car gas tank wasn’t on full and it smelled like smoke , cigarettes . I pulled up to the exit and I told the employee hey this gas tank isn’t on full and the car smells like smoke . He said I will note it that the car smells like smoke and the gas tank you can bring it back on this . i bring the car back , the clerk tells me to leave the keys in the car shuttle would be over there . I get in the shuttle and I goto board my plane . As I’m boarding I checked my email. And i got my receipt . They CHARGED ME A SMOKING FEE FOR $400! … Messing up my credit card and I’m pretty sure it’s going to mess with my credit score . This place is a nightmare . It’s poorly ran and it looks like they hire any one to work there .. the rate was $35 a day and it def shows why

I wish rental car companies would not encourage their employees to engage tired travellers with relentless upselling based on fear mongering. Usually it is for unnecessary insurance. In CO, it is the Chain Law, which requires chains in a heavy snowstorm - regardless of the car - and chains are not permitted by the rental company. Their solutuon is to push for a vastly more expensive SUV that has AWD but still would nkt satisfy the Chain Law. Why not just put snow tires on rental cars for people who are primarily coming ro CO to ski? There is always a line at the rental counter and the upselling may add profit for the rental company, but it makes a simple check in and pick up experience much longer and more frustrating for all customers. It is also disingenous and misleading. People on vacation want to relax and be on their way, not argue with rental employees who have clearly been trained to extend rather than shorten the rental process.

There weren’t any cars available but Thrifty still charged my credit card for insurance. Will not recommend or try snd rent from again.

Ehh, dude was kinda a dick. I got charged an extra 60$ for I have no idea. I declined insurance and gas. Payless is apparently avis. Don't fall for the lies.

The car was dirty and had a marijuana smell.

The company knew in advance when we would arrive and what car we needed but when we arrived, we were told the car was not there. Their dispatch was very ineffective and incompetent in having the cars that people had reserved, prepared and ready. They offered us a car in another category, which we didnt want. We were told that we needed to wait for the car category we had reserved And then suddenly the car we wanted became available. There were major inefficiencies, miscommunications, delays with their system. EVERYONE that was there was having a similar experience. The agents were doing their best but the business needs some major reorganization and training. Will not rent from you again.