This rental really made my feelings very mixed. At the start I was pretty upset, later I felt a bit taken care of. I was in Kigali in Rwanda with my kid and I rented a car there. Around July tenth in the morning I went to the Europcar counter to pick up the car. I had booked a Toyota RAV4 with automatic transmission. When we walked to the parking lot and I saw the car, I felt worried. The body had many marks and scratches and it looked like it had been fixed many times. In my head I asked myself if this car was really safe. My kid was waiting beside me and I did not want to waste too much time, so I just took the car and drove out. Soon after leaving the city I noticed the brake felt strange. I had to press a bit harder before it reacted and the car did not slow down in a clean way. I looked again at the dashboard and the engine warning light was on. My heart became very tense right away. I asked myself if I should drive back and change the car or just try to use it for now. My kid was sitting in the back seat and I did not want him to feel scared. So I tried to look calm and I drove very carefully. I kept more distance from the car in front and I lowered my speed. After a while I asked myself again if I was maybe too sensitive. But that warning light stayed on all the time and my mind stayed nervous too. There was another thing that bothered me. When I picked up the car the fuel tank was not full. I took photos and checked the pickup paper and they showed the same level. It was just not full. I told myself that I should return the car with similar fuel, otherwise I would feel it is not fair. When the two days of using the car came to an end, I returned it in Kigali around the afternoon on about July twelfth. On the road I had added fuel and when I brought the car back the fuel level was actually a bit higher than at pickup. I stood by the return spot and looked at the gauge. I wondered if I should tell the staff and ask for some compensation. My kid was already tired and I did not argue with the rental counter. Inside I still felt it was not right. Later when I thought more about it I felt even less safe about the whole experience. The car body was in bad shape, the brake felt slow and the engine light was always on. I had my kid with me and I really did not feel relaxed. With the fuel problem too, I felt I should at least get something back. So I contacted QEEQ customer support and sent all the photos I could find. I explained step by step how the car looked like it was put together many times and how I felt not safe while driving. In my mind I kept asking if they would think I was too picky or if they would say this was normal. They did not brush me off. They kept following up with me. Every time I talked again about my worry, the support team answered and reminded me that when I returned the car I could match the fuel level. They also told me that if the car condition made me feel unsafe at that time, I could have asked the rental staff to change to another car. I also asked myself why I did not change the car right away. Maybe it was because I had my kid, I was new in that place and I felt unsure. Later they talked with the car rental company. The rental company insisted that the car passed their check and they showed their own fuel photos, saying my return fuel was the same as pickup so they did not want to give a refund. When I heard this result I felt disappointed again. I had been driving under stress and in the end it looked like I would get nothing. One thing surprised me. The support team did not simply stop there. They kept explaining the situation to me and talked about how I felt. Then they gave me a cash compensation offer and said this would be the final solution. I asked myself if I should accept it and if this showed they were really taking my problem seriously. After thinking for a bit I agreed. For me this money was not just money. It made me feel that someone stood on my side in this bad experience. They did not only listen to the rental company. During the whole time they kept following up with me. Even when I repeated my story and my anger, they still replied with patience. I did not have to fight alone with the rental counter. As a parent with a kid, this feeling of being followed up and cared for is very important. That car still did not feel very safe to me, so I could not fully relax on the road. But when the problem was handled later, I felt that I was not alone. Someone was helping me explain what happened and trying to make up for the loss I felt.
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