"How is it on your side now? Did they charge you again?" This was the first thing the support person asked me. The tone was serious and calm. I felt a bit relaxed right away because I felt someone was really watching this for me. A bit earlier in time I booked the car on QEEQ and reserved a Mercedes GLB with Budget in London. I went to pick up the car on April 29 in the afternoon around one. The car already had some scratches. I used my phone and walked around the car and took many photos. I even zoomed in on the small marks. The staff at the counter finished the handover very fast and just told me a few things then I drove away. A few days later I returned the car in London city on about May 2 in the afternoon. The staff there just walked around the car and said I could go. I did not think too much. After some days I suddenly got an email. It said the car had new damage. There was a report and they wanted to charge me some money. When I looked at their photos I was shocked because I had the same scratches in my own photos from the pickup day. I quickly opened my photos and compared them. The more I looked the more angry I felt and I was also worried that I could not explain it clearly in English. At this moment I contacted their support. They replied to me very fast and asked me to send all the photos from the pickup. They also checked with me if money was already taken from my card. What felt different to me was that the same person followed my case from the start. I did not need to repeat my story again and again. In the next days they kept watching this problem for me and told me they were talking with the rental company. They kept asking me if there was any new charge and reminded me to keep my bank records. I could feel that the car rental company was slow. But I also felt clearly that one person was following my case. The way this person talked and the details they remembered were always the same. This made me feel safe. One time they told me the rental company was checking with their local team and it might take more time. I was quite upset because I had clear photos and still had to wait. The support person gave me updates without me always asking first. So I did not panic so much. It felt like an older student helping you talk to the teacher about homework. You do not know when the teacher will finish but you know someone is helping you. At the end the rental company gave a full refund. There were some troubles on the way but because one person stayed with my case and explained every step I never felt that I was left alone. What stayed in my mind was not the car itself. It was the feeling that someone followed my problem from start to finish and made this whole thing less scary for me.
Odkryj, jak nasza usługa pomogła innym klientom
