I was pretty angry at first. I booked the car with QEEQ and when I got back home I saw my credit card had more than one hundred euro extra on it. My stomach dropped. I thought I got tricked. Those days I kept checking emails and bills. My head was a mess. It was all about a rental in another country and it felt so hard to deal with. When I reached out to the support team I was ready for a long fight. I expected cold replies and slow answers. Instead the person who talked to me was calm and patient. They let me say everything first and tried to calm me down. Then they asked for details step by step. I started to think back to that day in Genoa when I picked up the car. It was early May in the afternoon. I got a Ford Kuga from Avis. At the counter the staff kept saying names of different insurance and services. I did not really understand. My Italian is bad and my English is not that strong either. I only remember he stressed that if I did not return the car with a full tank there would be a fee. I thought that part was just some kind of deposit. I did not ask many questions. In Bergamo I dropped off the car one evening in early May. Everything seemed fine so I did not worry at all. Then later the card charge showed up and I felt shocked. I told all this to the support person. I was scared that I could not explain clearly because of language. The good thing was it was always the same person talking with me. They used simple words to repeat what they understood from me so I could confirm. If I had new questions I could just ask right away. I did not need to tell my story again and again. It really felt like they remembered me and my case. They went to talk with the rental company. Some results they could not change and I could feel that. But they still explained each step to me. They told me why there was extra service and what was written on the contract I had signed. They also told me what kind of refund or payment they might be able to get for me before it was done so my expectations were clear. In the end the extra charge was not fully returned but they offered a payment to cover part of it and sent me the signed contract and the cost breakdown again. As an overseas traveler this mattered to me a lot. At least I knew what I was paying for and my mind was not hanging in the air anymore. When I think about this rental now the car itself is not what I remember most. It is the feeling that someone was following my problem from start to finish and standing on my side while I dealt with a big company.
Odkryj, jak nasza usługa pomogła innym klientom
