That day when my business trip in Las Vegas was almost over I suddenly thought of the small problem I had when I picked up the car and I felt really glad that QEEQ had my back from the start. I flew from IL for work and this time I had to stay in Vegas for quite a while so I booked a Budget car in advance. It was a Kia Soul group car with automatic transmission and four doors and five seats. I wanted something easy to drive when I went to see clients around the city. Around noon on February 14 I dragged my suitcase to the counter near the airport to pick up the car. My head was still full of slides for my afternoon meeting. When it was my turn I showed the confirmation to the counter staff. I thought it would be a normal process. The staff looked at the screen for a long time and then said the amount in their system was not the same and it looked like they did not receive the money I already paid online. I felt confused at that moment. I was sure I had paid. The staff then told me I needed to pay at the counter again and asked me to swipe my card. I was in a hurry and I did not want to be late for my client meeting so I paid again so I could get the keys and leave but in my heart I was worried that I was charged twice. When I sat in the silver gray Kia Soul and put my luggage in the back I started to drive out to my hotel. My body was in the car going through the roads of Las Vegas but my mind was not on the lights at all. I kept checking my emails and payment screenshots at red lights. The more I checked the more I felt something was wrong. After I reached the hotel and put my stuff down the first thing I did was contact their customer support and tell the whole story. I explained that I had already paid on the platform and then paid again at the counter. I sent them the details of the payments. I thought this kind of problem would be very annoying and that I would have to fight with the rental company by myself. I was surprised that the person who answered me took it very seriously from the start. They tried to calm me and said they would help me check everything. They also asked me to get all the screenshots and bills ready to send over. I felt like there was someone on my side who was watching this problem for me so I did not need to worry all the time. In the next few days my schedule was really full. I had to drive that Kia Soul between different hotels and office buildings. I left very early in the mornings when the sky was still dark and the neon on the Strip was just turning off. Every time I started the engine in the parking garage I would think about the charge problem again but I also felt I did not have to chase it by myself because they kept sending me updates. The support person checked in with me and asked if there was anything new and also told me how their talk with the rental company was going. I always knew what step they were on. I could feel it was the same person following my case and I did not need to repeat my story every time. For someone on a business trip like me this saved a lot of time and energy. One night after a long day I went back to the hotel and lay on the bed feeling really tired. I still opened my payment app before sleeping and stared at the credit card record. I still had a small worry. Then I saw the message from them. They explained that the extra money was mainly from an extra insurance from the rental side and they had already checked the bill line by line. After that I was not as nervous as at the start. During the whole time I could feel this kind of one on one follow up. It was not like they sent one short message and then disappeared. It felt like there was a person who remembered I was the business traveler from IL in Las Vegas who was worried about double payment and they kept watching the problem until it was clear. Around March 10 I returned the car very early in the morning. The sky was still dark. I filled up the gas next to the station near Budget and parked the Kia Soul. I took some photos of the car just in case. I felt pretty calm because by then they had already explained the money part in detail to me. I only took one more look at my credit card bill to make sure there were no strange new charges. On the flight back I scrolled through my phone and saw the chat record with the support person again. I thought if I had to argue with the rental company alone this whole thing would have taken a lot of time and I might still not get a clear answer. For someone like me who has a tight schedule and needs to watch both projects and costs this feeling that someone followed up for me was very important. It was not just some copy paste replies. It felt like they remembered who I was where the problem started and what step it was on now. When I talked with my coworkers later I told them that during this Las Vegas trip there was this small problem with the car payment at the start but it did not ruin my trip because their support stayed with the case and helped me get a clear answer. For my next business trip to the US I think I will book my car through them again so I do not have to learn a new platform and a new support team from zero.
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