They gave me a Nissan Rogue, not the economy car I had requested. I prefer more gas efficient cars. Otherwise, the pickup was fine. The return was not:
I arrived at the Routes car return at 12:30 pm on Saturday June 1, in plenty of time to return the car and get to the airport for my 2 pm flight. The moment I arrived, a Routes employee who later told me her name was Maria Sanchez, came out to check the car for damage and get the mileage. She did not mention how often the shuttles leave or when the next one would leave, so I took my time gathering my belongings and collecting the trash I had accumulated on my trip, and waited patiently behind another customer who was checking out. After I finished signing the paperwork, I asked when the shuttle to the airport left and Maria told me it had just departed 30 seconds ago. I asked when the next one would be and she said “15-20 minutes.”
I asked her why she hadn’t told me that it was about to leave and she said that I took my time getting my stuff out of the car. I asked why she hadn’t asked the driver to wait 30 seconds since I was clearly about to leave. She said she couldn’t control him. A few minutes later, I heard her answer the phone and tell another customer that she would ask the driver to loop around and come back to pick him up. I asked her about this and she ignored me. I doubt her name really is Maria Sanchez...but she's pictured below.
“We were not happy with the new procedure to get to the "bus" to take u s to new terminal. We called”
About Routes:8.0/10
Got wrong information when called for assistance to get to shuttle. Very frustrated with with this experience & altitude of people answering phone. We walked b ack & forth 2 times carrying heavy luggage.
O`hare us in transition. We should have been notified prior to day of pick up of changes & given direction.
Like: Didn't have to wait too long for the ride at the airport. The staff was very proficient and did not upsell anything. I had a great experience. Will choose them again.
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Rude and unhelpful customer service
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