"Why is there an extra fuel charge" That was my first reaction when I saw the bill. I booked the car with QEEQ. I was in Orlando with my kid. The car was a Toyota RAV4 from Avis with four doors and five seats. I picked it up around April 29 in the early evening, around six. The lights at the airport were already on. My kid was tired. I only wanted to finish the paperwork fast and go to the hotel. The real problem came out a few weeks later when I checked my credit card bill. I remembered I went to fill up gas before I returned the car. I brought the car back around May 12, also around six in the evening. My kid was sleeping in the back. I kept looking at the road and at the fuel gauge and felt the fuel was ok. Then I saw there was still an extra fuel charge. I was confused. I thought maybe the rental counter made a mistake. I contacted their customer service first and told them my story. I said I had the last gas receipt and I always thought it was same level fuel return so I really did not understand the fuel fee. The staff spoke to me calmly and asked me details one by one. When did I buy gas. How was the fuel level when I returned the car. Was it full tank when I picked it up. Later I learned that when I was at the rental counter there was a prepaid fuel option in the papers. I had my kid with me. Half of my attention was on him and the other half on the route to the hotel. The counter staff spoke fast. I just signed the form and did not listen clearly. The rental company charged me by prepaid fuel and the car was also not fully full when I brought it back. The customer service did not just say it was all my fault. They first shared the reply from the rental company with me. Then they sent me the contract pages and the part where I signed. I zoomed in on my phone and saw my own signature. Then I understood I really did not read it carefully at the counter. During this time I felt someone was always following my case. They told me where we were in the process. When there was a new reply they explained it again in simple words. For example if the rental company said this was normal prepaid fuel charge or if there was any space to ask for a change. In the end the fee was not fully removed but I understood the whole story and I knew next time I must read every fuel rule slowly when I am at the counter. I was taking care of my kid so in the daytime I sometimes had no time to check emails. I only read messages at night after he fell asleep. It helped that they kept giving me updates. I did not feel they gave up on my problem. It felt more like someone was reminding me that there was a new file to check and I could ask again if I was still confused. For a parent traveling with a child this feeling of someone watching over the problem and explaining step by step is really important.
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