“Dad, is our car fee problem solved?” my daughter asked beside me. I smiled and nodded. “They’ve sorted it out.” Here’s what happened: during our self-driving trip in New Zealand, we rented a Toyota RAV4. Everything went smoothly at the pick-up, but later I found out the car rental company charged us an extra $480 for a one-way fee, which was clearly included in the booking. I immediately contacted their customer service and explained the situation. Over the next few days, I felt their professionalism and responsibility. The customer service team kept following up, communicated with the rental company to verify the fee issue, and constantly updated me with the progress. Although the process was a bit complicated, their patience made me feel reassured. In the end, they confirmed it was a mistake by the rental company and managed to get me a refund. While I was initially worried, their service made me feel truly cared for.
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