Gave me wrong car

This was our first time booking through Routes, and honestly will never book them again. We specifically went with them because we wanted a Jeep Grand Cherokee. However, when we got there, we were told they didn't have any... Not just that they were all booked up, but that they don't even have any in they car registry. They gave us what they thought was of equal value.. a Kia. The the other sites I was looking at while booking had the same Kia's for quite a bit cheaper. But its want a Kia. The free airport shuttle took over 2 hours to pick us up, because they only had one shuttle and had multiple pick up locations through the Vancouver airport. It was also full when it drove by us... We called multiple times (3times) to inform we were still waiting. When we got to the rental building it was a old converted night club, but very very very busy. We waited another hour in line to pick up SUV.

As always Easyrentcars was amazing! The only complaint is we needed snow tires for traveling to Whistler from Vancouver, but no where to select the option. But other than that super easy to book, used the price dropping checker and got the SUV for a little cheaper.

Got an upgrade on vehicle size at no extra charge. First ever experience to require proof of car insurance since I did not want to buy their coverage!

All was good

The employees are extremely friendly. Because of this, I would absolutely rent from Routes again. The shuttle driver who drove during my trip from the airport was patient and one of the nicest people you'll ever meet. The driver on the way to the airport was, well, the opposite -- his stories made it clear that he has a road rage problem. The rental car itself was fine -- it was in ok condition. There was trash left in the vehicle (e.g., a large cup under the seat) from previous occupants, and the car had quite a bit of minor cosmetic issues (doesn't bother me at all). The main problem was that it took an extremely long time for me to pick-up the car, despite being second in line upon arrival at the rental car office. I waited over an hour. The staff was friendly, but didn't explain (until 50 minutes into the wait) that they were trying to find the car off-site. It was given to me with a quarter tank of gas. I guess, for the price, I shouldn't expect things to be smooth.

Very poor customer service, no managers on site, no honesty, no care.

Very weird business, very short staffed and poorly organized. A lot of people on both visits were basically panicking by how bad it was.

Seemed easy and smooth!