I want to start with my feeling. At first I was ready to lose a lot of money. Then because there was one person from the support team always following my case I slowly felt less scared and more calm. Around early April I picked up the car in Milan and later in the month I returned it in Palermo in Sicily. A few days after I came back home to Singapore I got an email from the rental company. They said I had to pay a big damage fee and also a management fee. When I saw the amount I was shocked. I drove very carefully and no staff at the return desk told me there was a problem. So I felt it was unfair and I also felt afraid that the money would really be taken from me. I booked the car on QEEQ so I reached out to their support. I forwarded the email from the rental company and told them I really did not remember any accident. I only had one short video from the pick up time. From the first message I sent I was helped by the same support person every time. It did not change to another agent. This person checked the details with me and told me what they planned to do next so I knew what might happen. I did not hear how they talked to the rental company but I could feel that someone was on my side and helped me ask what really happened. During that period I was quite nervous. I asked about the progress from time to time. Every time I sent a message someone replied quite fast. The tone was not cold. They explained step by step what was already done and what we were still waiting for. I sent them my pick up video and they also reminded me to see if I had any other proof so we could use it too. I do not really understand these damage processes so I just gave them everything I had and waited. Later they told me what the rental company said about the damage and the cleaning. There were still some parts I did not really agree with but I could feel they did not ignore me. They checked the case from start to end and tried to explain it clearly. I already forgot some small details of the trip but I clearly remember the feeling that my case was taken seriously. As an overseas visitor renting a car in another country a few hundred euros is a big amount. It is very stressful to deal with a big rental company alone. What impressed me most this time was not only the problem itself but the way the dedicated customer service followed my case. I did not feel that I was left alone to fight with the rental company. Even though the result was not perfect in my eyes I still remember that for a while there was someone patient on the other side helping me handle this trouble.
Odkryj, jak nasza usługa pomogła innym klientom
