I have to say if I did not book through QEEQ at the start I would probably be very mad about this rental. I booked an SUV in Liberia Costa Rica for a work trip. It was a Mitsubishi Montero Sport with Avis. My plan was to rent it for about a week. On my booking it showed that I would pick up the car in the middle of February around 3 pm and return it a week later around 2 pm. I arranged my meetings around that time. On the pick up day I reached the Avis counter a bit early. It was around two something in the afternoon because I wanted to finish the paperwork and then go to my meeting. The staff at the counter was okay at the beginning but soon he started to talk about many extra fees. He said I had to pay a few hundred dollars for more insurance and some services and said this was how it worked there. He spoke very fast and kept pointing at the contract. I felt nervous because this was a business trip and my schedule was tight. I did not want to argue at the counter. I remember I clearly refused the full coverage because my credit card already has that type of insurance. But he kept saying I still must pay for some extra things. I felt something was wrong but I was afraid to be late for my plan so I just paid and left with the car. The real problem started after I returned the car. I went back to the Liberia location a bit earlier than I planned maybe after one in the afternoon. I parked the car there. To me the car was fine and the fuel was basically at the level they asked for. The staff did a quick check. I thought everything was done. A few days later when I was back in the United States I checked my credit card bill and saw a huge extra charge. I was shocked. There was more than one thousand dollars of extra fees. On the bill it showed third party insurance extra driver road assistance glass and tire cover one tank of fuel and something called Miscellaneous Charges with a very big amount. I did the math. I only agreed with a small part of the cost that was about forty dollars. The rest I never clearly accepted. At that moment I was angry and also stressed because I was on a business trip and I did not want my energy to go to this kind of problem. I contacted their customer service right away. In my mind I was ready for a long fight. The person who replied to me surprised me a bit. They went through my situation step by step and did not push the problem back to me. They said they would ask the rental company and asked me to share what I remembered about the times and what fees the counter staff told me about. I was pretty emotional. I said I only accepted that small ADR fee and all the other parts should be refunded. They did not cut me off. They helped me make my story clear. In the next days I could feel that someone was really following my case. From time to time I got emails with updates about what the rental company said and what each part of the cost meant and what I could still do. For example they asked me if I had proof that the fuel was full when I returned the car and if I had any photos of the car with the time shown. They explained that these things could help in the talk with the rental company. I later realized I did not keep many photos so I knew that put me in a weaker position but at least I understood why it was harder to argue and I did not feel left alone. They also broke down the money for me. They told me which part was the one I knew like the fuel and the ADR fee and which part was a damage cost that the rental company claimed. They also explained that the big Miscellaneous Charges was actually connected to the damage. When I heard the words damage fee I felt very upset because in my memory the car was fine when I brought it back and I even talked to the staff about it there. I remember I told them I did not agree with that cost. But after the customer service helped me check everything I learned that the rental company gave them a repair bill. So it was not just some random fee. This whole story was not easy and I did spend time writing emails and explaining things. But during the process I always felt there was someone on my side. They turned a very confusing and scary bill into something I could understand in simple words and then told me what choices I had. For a business traveler this feeling of being taken care of is very important. Some of the fees did not end up exactly how I wanted but without this one to one follow up and explanation I would only keep a memory of being charged a big amount for nothing. Now at least I know where the money went and why this trouble happened in the first place.
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