When you travel alone and something goes wrong with a rental car who really has your back I booked my car through QEEQ in Milan and planned to pick it up around the morning of May 14 and return it in Naples a few days later. I did not think this booking would turn into a long story. On the pick up day I arrived at the rental desk a bit after seven in the morning. I felt quite relaxed at first. The counter staff checked my booking and said there was no car in the group I booked. I just stood there and kept asking about my reservation and the time. After a while they said they could only give me a bigger hybrid car and I needed to pay an upgrade fee plus a one way drop fee. The total price was much higher than the amount on my original contract. I was alone at the counter and the only thing in my head was this question should I really pay this money I called the customer service team right away. The person on the phone sounded calm. I explained what happened and sent photos of my contract and the new offer from the rental desk. I was quite nervous because the staff there kept pushing me to decide. I asked on the phone if I pay now will you help me get this upgrade fee back The person told me clearly that I could pay first and take the car and they would help me deal with the extra cost. So I finally used my card and signed the papers. The problem stayed with me for many days. Later when I stopped to rest on the road I kept thinking of that morning at the counter and I worried that I would never see my money again. Every time I started to feel this way I sent another message to the team and asked about the progress. They always replied and told me what I needed next like more payment records or bank transaction screenshots and reminded me to check the amount and the dates. I could feel that someone was watching this case for me so I was not left alone to fight with the rental company. Around May 24 after I returned the car in Naples I整理ed all the bills and screenshots again and sent everything to them. In the next days I saw part of the money come back to my card and I also got a message asking me for my bank account details in Canada so they could send the rest. I had to check my routing number a few times and the person kept going over each detail with me so the transfer would not go wrong. When I finally saw the full refund arrive in my account I felt really relaxed. I thought back to the moment when the staff in the office said there was no car for me then asked me to pay more for an upgrade. If I had to argue with the rental company all by myself I think I would have given up. They kept following my case and kept telling me what to prepare and what step we were on so I never felt that I was fighting this problem alone.
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