When I think about this whole damage case the main feeling is that I was not left alone in it. The car was already returned for a few days when I suddenly got a damage bill and some blurry photos from the rental company. I felt upset and also a bit wronged. I was busy with other work and meetings at that time so my mood was pretty bad. When the service team reached out to me their calm and patient way of talking helped me calm down. A bit earlier in time I had booked the car around April 30 and picked it up in Manchester around May 2. It was a Volkswagen Polo. Pick up was okay and I walked around the car myself. The real problem came on the return day around the morning of May 6. I was rushing to the airport. At the return place the staff told me to park the car in a dark garage. The light was really poor. I tried to take more clear photos with my phone but there were only reflections and shadows. I asked them to come with me to check the car together. They refused very quickly and said it was not needed and they would check later. I felt worried at that moment but I had no choice because I had a flight to catch. More than two days later I received the damage bill and the photos. When I saw the amount I just felt that it could not all be on me. I did not really have strong proof and my own photos were bad. I was nervous and afraid that I could not explain it well. When I contacted the support they let me tell the whole story from start to end. They asked me simple follow up questions like how the light was when I returned the car and if anyone asked me to sign anything on the spot. One thing that made me feel safe was that they did not just tell me to talk to the rental company myself. They kept using simple words to explain what might happen next. Later the rental company sent many documents and reports. I felt a bit lost when I read them because of all the terms. I am not a lawyer. I am just a normal business traveler. Every time I did not understand something I sent it to the service team and they helped me read it and told me what it meant in normal language. They also pointed out which parts were just normal rules and which parts looked strange to them too. Once they mentioned that the report said I was not present at check in and that the signature did not look like mine. When I heard that I felt a bit understood because someone else also saw the problem. There were also some claim forms that I had no idea how to fill in. They never made me feel like I was a bother. They told me step by step what I needed to prepare and what was still missing and reminded me to add it. My work is very busy and I often could only reply between meetings. They kept following up and did not push me too hard. I could send things slowly. The case did not get solved in one day but every time there was a new update someone told me so I knew it was still moving forward and not stuck somewhere. The rental company stayed quite tough so the result of the damage part was not perfect for me. But I could really feel that in this case I always had one person following it for me. They helped me sort the information and turned it into words I could understand so I did not have to fight the rental company alone. As a business traveler who is always flying around and has my time cut into small pieces by meetings this feeling of being followed up closely and talked to in a simple and human way matters more to me than anything else I really felt that choosing QEEQ was the right decision for me.
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