I have to say this time booking a car through QEEQ felt safe at the start, but what really stayed in my mind was the feeling that someone was always looking after my problem later. I picked up the car in New York on May twentieth around ten in the morning. It was a Chevrolet Equinox from Avis, automatic, four doors and five seats. I returned the car in Portland on May twenty fifth, also around ten in the morning. Getting the car and driving it was fine. The car was normal and I had no trouble, so when I dropped it off I did not think too much. I parked where the counter staff told me, gave the keys back and felt that the rental was finished. A few days later I checked my credit card bill and I was shocked. There was an extra charge for late return and also a big fuel charge. The amount was not small and for me as a student it felt heavy. I was very sure I did not return the car late and the fuel level was almost the same as at pick up, so I felt upset and a bit helpless. I was also worried that I could not explain it clearly. So I contacted their customer service. I thought it might just be a simple question and then nothing, but from that moment there was one person who kept following my case seriously. They asked me to send the photos I had. I checked my phone and found a picture of the dashboard I took in the car. It was quite blurry and the fuel level and miles were not very clear. I felt nervous and thought it might not help. I sent the photo anyway and waited. I was scared they would say they could not see anything or they could not do anything. They did not complain. They reminded me to see if I had any other photo and then they started to talk to the rental company for me. After that they sent me updates from time to time. They told me they had contacted the rental company. Then they told me the rental company was checking a refund. I could not see the process, but I could feel that someone was speaking for me and I did not have to argue alone with the desk staff. One moment that I remember very well was when they told me the rental company had put in a refund request for the fuel charge. The amount was almost the same as the extra fuel cost on my bill. At that moment I felt like I was really taken seriously. Later they told me again that the rental company had agreed to refund more than one hundred and sixty dollars and that it was already processed. For me this money was not only money. It was also a feeling that I was not left alone. It made me feel that when I travel abroad and something goes wrong, I am not the only one fighting it. From the time I saw the problem until the time the refund was done, it did not feel very long, but during this time I could always feel that someone was checking my case. They did not just say a few words then forget it. They really watched it and told me when there was news. My stress slowly went down. I stopped checking my credit card every day and worrying that I would have to pay this unfair charge. This experience made me see that car rental is not only about price and the car itself. Having Dedicated customer service that follows up like this is very important. It helps a lot at the key moment, especially for an overseas visitor like me coming from the UK to the US. I do not know everything here, so having them behind me to help with the problem makes me feel much more safe.
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