I have to complain first. Renting a car in Mexico City with my kid was already tiring and the first thing the counter staff told me was that my booking had no payment and I had to pay again at the desk. I booked the car on QEEQ before the trip so I thought things would be easier. I arrived at the office on April 2 around eight in the evening and they just asked me to pay another 1687 pesos. My kid was beside me getting impatient. I was holding my phone trying to check the booking in English and Spanish and Chinese. My head was a mess. The counter staff kept saying their system did not show my payment and told me to pay first. I finally used my card. Then I saw the slip. It showed more than 4600 pesos. I felt something was wrong but it was late and I just wanted to take the car and let my kid rest. After my kid fell asleep in the car I started to look at all the papers. The more I checked the more I felt they counted the rental fee twice. I was angry and also a bit upset with myself. I wondered if I should have refused to pay again. The next day I contacted their customer service. I sent photos of the rental agreement and all the receipts. I did not expect much at first. On other platforms I had problems before and they always told me to talk to the rental company myself and then nothing happened. This time it felt different. It felt like one person was really following my case. Every time I had a new question and sent a message I got a reply and this person still remembered my situation. I did not need to explain everything from the start each time. I said my biggest worry was the double charge on the rental fee. They asked me to take a clearer photo of the agreement. After some time they told me they found one part that was really a repeat of the rental fee which was about 1300 pesos. The rest was insurance and some taxes. They explained each part to me. I did not fully understand all the insurance names but this breakdown made me feel better because I knew where the money went. It did not get fixed right away. The rental company kept saying they were still checking. I had to look after my kid and also follow my plans and this money issue at the same time. I was stressed. A few times I could not help asking again if there was any result. Each time I asked they replied and told me what was going on at the rental side and if there was any new answer. One time they said the rental company was still checking but they had already pushed them again. I could feel it was not some copy paste reply. It felt like real follow up and the tone was patient. After many days they finally told me the rental company agreed to return about 1300 pesos and let them send it back to me. When I read that message I felt a lot of weight leave my shoulders. I felt that sending all those documents and staying on this case was worth it. Later they confirmed the exact amount again and explained how they would refund me. The process was clear so I felt safe. For a parent traveling with a kid money is important but not the only thing. The hardest part is when you feel you have a problem and no one is on your side. This time what I remember most is the feeling that someone was watching this problem with me from the start. They talked to the rental company for me and helped me see which part was wrong and then told me step by step how far the case went. If I had to deal with the rental company alone with my not so good Spanish and the staff at the counter saying again and again that they did not see the payment I would probably just give up and accept the loss. This time because I had this kind of dedicated customer service following my case I did not give up. There was stress and waiting but every time I saw a new message saying they had moved things a bit forward I felt I was not fighting alone. For a parent with a child this feeling of being taken care of is even more important than the number on the bill.
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