The weather was really nice those days when I walked out of the airport in Montreal. The sun was shining on the glass and the sky looked very bright. I had booked my car on QEEQ and I went to the Budget counter around May 31 in the early afternoon to pick it up. It was a Chevrolet Malibu with automatic gear. I was alone with my suitcase and I felt pretty relaxed. I thought this road trip would be simple and smooth. At the counter the staff started talking about different kinds of insurance. My French is not very strong so I was listening and nodding at the same time. He asked me if I wanted extra insurance. I got a bit nervous and I thought one more insurance might be safer so I said yes. When I paid I saw the number on the card machine jump higher than I expected. I felt something was a bit off but I was not sure if I just calculated wrong. I was also a visitor there and I did not dare to argue too much on the spot so I signed. The next few days I drove the car around. The car was fine and I had no problem with it. I returned the car around June 3 in the morning in Burlington in the US. The return was quick. I gave back the keys and the staff checked the car and said it was okay. I left to catch my ride and did not think more about it. The real trouble started when I went back home and checked my credit card bill. I saw a charge of more than 450 euros. I froze for a second. My first thought was that the rental was charged twice. I opened my booking email and started to compare the original price and the bill line by line. The more I looked the more confused and upset I became. I was worried I would not get my money back. Since I made the booking through them I contacted their customer support. In my mind I was already a bit scared. I thought maybe it would be very hard and they would push the problem to someone else. I was surprised because very soon there was one person who was clearly in charge of my case and kept talking with me. After that it was mostly the same person following up. Every time I wrote again they remembered who I was and which order it was. It felt like someone actually remembered my problem and that made me relax a lot. They asked me to send photos of my bill. I took pictures of every page and sent them. Inside I was still a bit stressed. I was afraid I could not explain well especially with French English and euros all mixed in. I did not want to make a mistake. The person on their side answered me with patience. They explained each part of the cost and told me which part was the extra insurance that I agreed to and which part looked like rental charges that were taken again. At that moment I realized how important it was to have someone following my case. If I had to talk to the car rental company alone I think I would have given up very fast. They then went to check all the details with the rental company. I only knew they kept working on it and from time to time they told me the latest progress. Sometimes I felt anxious because the money was still not back on my card but when I saw they were still on it I did not feel so scared. After they finished checking all the numbers they told me that the part that was charged again for the rental could be refunded and it was about three hundred sixty euros. When I saw that message I finally let out a big breath. I had been worried they would say it was all my own choice and they could not help but instead they helped me separate the problem and they calculated clearly what should be refunded. On the day the refund arrived on my card I checked my bill again. The amount was the same as what they told me before so I felt completely safe. When I think back from the moment I first saw the strange charge on my credit card to the moment I got my refund the thing that stands out is how there was always someone following my case carefully. Without that I would probably think there was no way to get the money back. For me the most important part of this dedicated customer service was the feeling that my problem did not disappear in a system. Someone stayed with it from start to finish and for a young person like me who is not very confident arguing with a rental counter that really made a big difference.
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