I still feel the biggest thing from this rental is that the support team really cared about me. I booked the car on QEEQ. Around the night of June 17 I arrived in Tel Aviv with my kid and all our bags. We went to the Autounion desk and picked up a Kia Picanto. It was an automatic and a small car, just fine for us. The part that stayed in my mind was what happened after I returned the car. The days are a bit blurry now. I think it was around June 22 at noon when I brought the car back to the parking area in Tel Aviv. My kid was a bit restless, so I tried to move fast. I took all our stuff out, looked around the car. Outside it only had normal road dust. Inside there was no trash. I even asked the counter staff to check. They gave me the return paper and it showed everything was fine. There was nothing written about cleaning. I felt pretty safe and left to take my kid to the airport. A few days later, maybe June 25, I got an email that said the car company wanted to charge me 103 euro as a cleaning fee. They said there were paint marks or something like that. I was really confused. As a parent traveling with a child I already spend a lot. This bill was a total surprise. I was sure the car was not in that bad shape when I returned it. I felt upset and also a bit angry. So I sent the email and the return paper to the support team. From the moment I sent the documents I felt like someone was walking through this problem with me. They asked me for what they needed. Then they kept telling me what was going on. They sounded calm, but I could feel they stood on my side. They talked to the rental company for me. They used the return sheet that said everything was normal and showed it to the rental company. Later they told me the rental company still said there were paint marks that a normal wash could not remove and that they wanted to charge me. They also told me the rental company said I knew this process at the time. I did not feel they were hiding anything from me. There were many times when I felt very stressed. I travel with my kid and our budget is tight. I was scared that one day I would just see this money taken from my card. Each time I sent a message, someone replied and told me the latest situation and if there was any new answer. In the end the rental company still did not give up and they kept the fee. Even so, during the whole time I felt that someone was helping me, following my case and talking with the rental company so I did not stand alone in front of those emails and reasons. For me the most important thing was not the final result. It was the feeling that I was being looked after. As a parent with a child on a trip, my energy is already split. Having this kind of dedicated customer service that follows my problem closely made a big difference for me.
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