The scene I remember most is me sitting at my desk at home staring at my phone. There was an email saying the money was sent to my account and the case was closed. I finally let out a long breath and felt glad that I booked through QEEQ. A bit earlier in time it was around the beginning of April. I was in Costa Rica and picked up the car around noon on April 1 in San Jose. I had booked a Mitsubishi Montero Sport with Avis with automatic and seven seats. I wanted a big car to drive all the way to Liberia. When I reached the counter the car they gave me looked smaller than what I booked. It really felt like a downgrade. I was confused and not happy but I also did not want to lose time so I just took the car and left. The real problem showed up on the bill. Back at the hotel I checked the paper and the amount looked wrong. It seemed like they charged me for a bit more days than we planned and there were some extras that I never wanted. Things like extra roadside help and glass and tire cover. I remember I only agreed to add one extra insurance at the counter. For the rest I said no. So when I saw the details I was pretty upset. I first tried to deal with the rental company myself. I sent emails and said I only accepted one extra insurance and that the car was not the same level as my booking. The rental company basically said they would not return any of the extra charges and they did not admit any downgrade. Their reply felt very firm. At that time I was already back in the States and the time difference made everything more tiring. I felt angry and also kind of powerless. Then I contacted their customer service and that was when I felt there was someone walking through the whole thing with me. From my first call there was one person who kept following my case. It was not a new voice every time with a new story. He checked with me which insurance I really accepted and helped me organize my side of the story. Then he went to check the amounts and the rental days with the rental company and with their own team. From how he talked I could feel he also thought it was strange that the contract charged around eleven days like that. For a few days I checked my phone almost every day to see if there was any update. Every time there was progress they reached out to me first. They told me what the rental company said and what they planned to do next. One time the rental company sent me an email and said clearly they would not refund the extra fees and they copied them in the email. When I read that email I felt kind of crushed and thought this was the end. Then the support person contacted me again. He calmed me down and told me that since the rental company refused they would try another way to help me. At the end they offered a payout of about one hundred dollars so I did not have to keep fighting over all those weird charges. I felt that at least someone was on my side and was willing to clean up the mess a little so I agreed. After that there was the usual step of filling my bank details. I even made a mistake with the account name and the payment got rejected so we had to do it again. They sent me a new link and patiently explained what I should put as the account name. It did not feel like cold canned answers. It felt like they really wanted to help me finish this. From picking up the car in San Jose to returning it around April 10 in Liberia my feelings about the rental were mixed. On one side the extra charges from the rental company made me really annoyed. On the other side there was always someone from their side watching this case talking to me and giving me updates so I did not feel abandoned. When I knew the rental company would not give any money back and they still decided to pay part of it themselves I felt respected. So when I sat at home and saw the compensation finally arrive I thought that if I had fought with the rental company alone I would probably just lose that money quietly. The whole process was long and a bit tiring but having one person follow up from start to finish and explain and coordinate step by step slowly brought things to a result I could accept. For a visitor from abroad going to Costa Rica this kind of dedicated help mattered more to me than the exact car model I got at the beginning.
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