I booked the car through QEEQ and I used it in Rome in early March. I remember I picked up the car around noon on the third and returned it a few days later in Rome. The trip itself was pretty smooth. When I gave the car back it was a bit dirty and I already thought they might charge a cleaning fee, but the amount felt higher than I expected. When I got home and checked the bill I felt worried and also a bit angry. I knew it was my fault that the car was dirty, but I did not really understand if all the fees were fair or not. My English is not perfect and I was scared that I would not explain my side well and just lose money for nothing. I contacted their customer service and one person followed my case from the start. For me this was very important. I did not need to repeat my story every time. The staff member remembered my situation and even reminded me what we talked about in the last email. At first I felt nervous. After a while I felt like someone was standing next to me and watching the case for me, so I felt more calm. They helped me go through each fee one by one and checked which charges were normal from the rental company and which parts we could try to claim back. I was very confused about how the insurance worked, especially if the cleaning fee could be claimed. They told me step by step what documents I needed to give and pointed out when I filled something wrong so I could fix it. I replied a bit slowly a few times and they did not push me in a rude way. They just kept following up and it felt like they were really trying to help me solve the problem. While I was waiting for the result I felt quite anxious. I was afraid that in the end I would get nothing back. The customer service kept giving me updates and told me which step we were at and around when I might get an answer. Getting these updates helped me stop overthinking all the time. When the cleaning fee part was finally paid back to me I felt a big relief. I also felt that all the time I spent sending emails and documents was worth it. For me the special thing this time was that one person kept following my case instead of just sending me some cold template emails and leaving me alone. At the beginning I was really annoyed because of the extra costs, but because of this one to one follow up I have a good feeling about them and I did not feel like I was fighting against a machine by myself.
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