At first I was really mad about the bill. I booked the car on QEEQ and picked up a Toyota Sienna in Houston. The car was big and nice so I felt pretty good. Then after I returned the car and saw the final charge it was way higher than what I had in my mind. I was confused and felt like I got charged too much. I was already back at my place and I kept thinking that I got tricked. I contacted their customer service and I started by complaining a lot. I asked why there were so many extra items on the bill. I remembered the rental counter was very noisy when I picked up the car. There were many people in line and the staff talked very fast. I just wanted to get the car and leave. Now on the bill I saw extra driver fee some insurance and road assistance fee. The more I looked at it the more upset I felt. The thing that surprised me was that the support team really stayed with me on this. I kept getting emails from them and new explanations. I felt that someone was really watching this case for me. They helped me contact the rental company to check and asked for the contract I signed. They also explained which fees were added by the rental counter and how the cost was counted since I did not buy extra insurance at first. To be honest I could not understand all these details by myself. Without their step by step explanation I would probably just give up. There were a few times when I felt pretty hopeless because the rental company said that since I signed the paper it meant I accepted it. I thought if no one helped me I would have no chance against an English contract and all those short terms. The support team did not just leave it. They tried to ask again if some parts could be adjusted and if some items could be explained more clearly. At the end the result was not exactly what I wanted but at least I understood where every fee came from. I knew which parts I agreed to at the counter without noticing and which parts I had to pay anyway. During the whole thing I did not feel like I was alone with a cold bill. I always felt there was someone helping me check and explain. For a student like me with only normal English this kind of care is actually very important.
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