When I dropped the car back in Griffith that day I was already pretty relaxed. My kid was next to me asking for snacks and I watched him while I thought about the small problem we had with the car. I suddenly felt kind of glad that I booked through QEEQ in the first place. It was an early morning in May when I went to the Griffith branch to pick up the car. On the paper it said Toyota RAV4 or similar so in my head I already saw that car and I thought a bigger car would be nice for me and my kid. Then the staff handed me the keys and said it was a Mitsubishi ASX. I froze for a second and felt a bit annoyed. To me it looked clearly smaller than a RAV4. As a parent traveling with a kid I care a lot about space and power so I told the counter staff that I did not really accept this. I felt it was like a downgrade. They told me again and again that it was the same group and called it a compact SUV. I still felt something was wrong especially because I remembered I booked the RAV4 group and I did not want to feel like they just pushed any car on me. My kid was already bored at the counter and I did not want to argue for too long so I took the car and left but the whole drive I did not feel good. I was thinking about it all the time and I did not enjoy driving it. When we got back to where we stayed and my kid fell asleep I contacted their customer team and explained everything. I also talked about the car group info I saw online. My English is not perfect so I tried to use simple words because I was afraid they would not understand me. What surprised me was the person who took my case stayed very calm and did not push me to just accept it. It felt like they were really trying to find out what happened. First they checked if I picked up the car on time and then asked me to send a photo of my contract. They said they would ask the rental company about the exact group. In the next days while I was walking around with my kid I checked my phone from time to time. They sent me updates about what they found out. They told me the rental company said the ASX was group S and that if I was really unhappy I could go to the branch and see if there was any car to change to. The branch staff had said this too but when it came from them it felt different. It felt like someone was standing on my side and helping me talk to the rental company. During the whole thing they did not throw a lot of big words at me. They did not hide behind long terms. They tried to explain the group differences in a simple way. They also told me honestly that they still needed to confirm where the fuel RAV4 stands in the system and which group was higher. That part was still a bit confusing for me but I could feel they were really checking and not just brushing me off. When I said I hoped to get a partial refund I did not expect much. Big companies and big platforms are usually very hard about this and just say the car is same group so no money. The person told me they would help me send in an appeal and their voice was steady. They told me not to worry too much and to just tell the truth about what happened. Later when they contacted me again they explained the progress and let me know the case was still moving. It was not like they disappeared. As a parent traveling with a child I am scared of problems that just drag on and then nobody cares and I have to give up. This time what stayed in my mind was that from the moment I said I was unhappy with the car to the point they checked info with the rental company and helped with the appeal there was always someone following my case. Even when they had to wait for answers from the branch they updated me whenever they could and told me what I could do next. Because of this I could still take my kid around and I did not feel so stressed. To be honest I still do not fully understand all the group rules for these cars. But what I can feel is that I was not alone arguing with the rental counter. They made the problem easier for me and as a normal parent I felt looked after instead of ignored. For me that feeling is more important than just getting a car that looks bigger.
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