I have to say my feeling first. This booking made my stress go up, then the support from QEEQ pulled it back down一点. I flew from Canada to Houston for a business trip. Around late April in the afternoon I picked up a Toyota Sienna from Thrifty. It was an automatic one and a big van. I thought it was good for meetings and carrying people. At the counter I was in a hurry to go see my client. The staff kept talking about some terms in English. In my head I was thinking oh no maybe they will add a lot of things on my contract. The real shock came after I went back home and saw the final charge. I found more than 800 dollars on my card. I was really confused. There were items like extra driver, CDW, LIS and RSN. I stared at it and my head hurt. I chose my plan online already so I did not understand why there were so many new fees. My first thought was maybe I signed something at the counter without thinking. My stress went up right away. When I did the math it was like I bought another flight ticket for this trip. I quickly contacted their support and told them everything I knew. I checked each fee item while talking. At that time I was really annoyed. I still had to handle my work emails in the daytime and in my mind I kept thinking about this big bill. I was also worried about how to explain it for company reimbursement. One thing that surprised me was that the person who answered me stayed the same each time. She understood my problem very fast. I did not need to repeat the whole story again and again. While I was talking I thought to myself it is good that someone follows my case or I would be totally lost. Later I noticed that no matter when I sent a message she could pick up from where we stopped before. She clearly remembered which items I was overcharged for and asked me to confirm some details. I could feel that one person was watching this problem for me and it did not switch to a new person every time. I did not need to start over with my explanation. Even though Thrifty did not refund those extra insurances in the end and my appeal failed I still felt that someone was standing with me and trying to help. My mood did not break down completely. I travel for business a lot so my time and energy are very important. Being overcharged is really annoying. But during this messy fee problem their customer support kept following up and the communication was smooth. At least I knew what happened where there was still a chance and where there was no way to change it. The result was not what I hoped for but I could accept it because I did not feel I was fighting the rental company alone. I felt that someone on their side was on my team and dealing with it together with me.
Odkryj, jak nasza usługa pomogła innym klientom
