If not for that strange toll fee at the end, I would just say this booking with QEEQ was a normal trip story. A few days after I returned the car, I checked my credit card and saw a charge of about 205 dollars. I was really shocked. I clearly remember I rented a Ford Explorer from Avis in Orlando, automatic seven seater. I picked up the car around the evening on June 19 and dropped it off around noon on July 2. During the whole time I used the Visitor Toll App on my phone and paid every toll by myself. I thought I was very careful. So this new charge just felt like it came from nowhere. At the beginning I was really angry. In my head I was saying this service is terrible and I felt someone just added some random fee on me. I first talked to my credit card company. Then I remembered I booked through QEEQ so I went to contact their support. I expected some cold automatic reply. It was not like that. Very soon one person started to follow my case and it was the same person the whole time. In the next days this person kept contacting me. I explained again and again that when I picked up the car I already told the Avis counter staff I would use Visitor Toll to pay tolls by myself and I did not need any extra toll service. The person who followed my case was actually very patient. I have to admit in the beginning my mood was bad and my words were a bit sharp. This person still tried to understand my situation. After they asked me some details they told me this money was a toll related fee from the rental company and they would talk to the rental company for me. In my heart I did not really trust this. I thought it would just be one sentence where they say they will help and then nothing happens. After some time they contacted me again and said the rental company only gave them one signed contract. In that contract the toll service was checked and the rental company used that to say they would not refund. When I heard this I got angry again. In my mind I was shouting that I clearly talked with the staff so why did they still tick that option. I kept asking why the rental company added this extra service and they were honest and said they did not know what the staff did at the counter and they could only argue based on the contract. To be honest this part made me very disappointed. From my side it just felt like I never agreed but still paid. I even said that if the rental company did not refund then they should refund. I know this sounds a bit strong but as a customer this is just how it feels. The person who followed my case did not argue with me. They slowly explained that the money was not charged by them but they would still help me to appeal and they also sent me the rental company website feedback link and the store phone number so that I could also complain if I wanted. We talked many times during those days. I even said I would never use them again. At that moment I just wanted someone to fix the problem for me even if I knew in my head that it was not so easy. The person stayed calm and tried to comfort me. They always told me the new progress. They said the rental company still refused to refund and they were also checking inside their own side what they could do. Later on in one call they told me they had already sent my case to their manager. They said they could give me a maximum compensation of about 100 dollars and asked me if I could accept that. In that moment my mood changed a bit. At first of course I wanted the full 205 dollars back. After I calmed down I started to think more. I am not living in the United States and fighting with a rental company in another country is not easy. I was not sure if I could win everything. They were willing to use their own money to cover about half for me and that showed me they really tried. I shared my thoughts again. I explained that I never asked for this service and told them why this money was a big problem for me. I said this US trip already used most of my budget and this extra fee gave me a lot of pressure. The person listened and said they understood how I felt. They confirmed the amount again and asked if I had any problem with it. I thought for a while and then I agreed. If we look only at the result, this story is a bit messy. I still believe the rental company did something wrong. They had a box ticked in the contract but they did not explain clearly at the counter. I was a visitor from the UK coming to the US. It was my first time driving in Orlando with this kind of electronic toll system. I was already quite nervous. At pick up I even told the staff I would use the app to pay. In the end I still got charged for something I did not plan to buy. This feeling of having no control is really not nice. But when I think about their support, it is hard for me to say everything was bad. The person who followed my case did not disappear. They were not like a robot that talks once and is gone. They remembered what I said before. Every time we talked they did a short recap so I did not need to repeat my story again and again. Even when the rental company kept a hard position they still gave me a middle solution so I did not become a complete loser in this situation. Maybe if the rental company agreed to refund everything this would be a very different story. From the view of an overseas visitor, having one person following my problem from start to finish and knocking on that far and cold door for me gave me a special feeling. I felt someone was on my side during those bad days. Even if I was still complaining with my mouth, inside I could feel that difference.
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