I booked my car on QEEQ and went to pick it up in Miami around July tenth in the afternoon at the ACE counter. I was feeling pretty relaxed. I just wanted to get the Volkswagen Jetta and start driving. Then the guy at the counter told me that the insurance proof I brought only showed collision. He said there was no liability part and that I must buy another insurance or they would not give me the car. My mind went blank for a moment. I felt stuck and a bit scared that I could not get the car. I also did not want to argue too hard at the desk. In the end I paid for that extra insurance and walked out feeling really annoyed. I kept thinking maybe I did something wrong when I booked. Back at my place I contacted their customer support and explained what happened. I did not really expect a big result. I just wanted someone to listen to how bad it felt to be forced to pay. They kept following up with me and that surprised me. It was not just one short reply. They asked me for the bill and the rental agreement and told me to send photos. There were a few days when I was busy outside and my emails were slow. They still kept checking in with me and the tone was patient. It made me feel the problem was still moving forward and I was not alone with it. At one point they told me they had talked with ACE and checked the booking. They said the money I paid before already included the liability insurance and the staff at the counter still made me buy more. When I read that I felt a lot better. It was not my mistake. The problem was on the rental office side. Later they asked me to look at the items that were charged and see if road assistance was added and other extra stuff. They helped me check the details. After some days, around mid July, they sent me an update that the rental office had refunded the forced insurance. They also sent me the refund paper. When I opened that email I really felt like someone was standing up for me. That bad moment at the counter was changed. Looking back, the whole thing took some time, but because dedicated customer service kept following my case I was not so stressed. When there was a problem I felt taken care of, not just pushed around by a very strong rental desk. For me that feeling is very important.
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