I booked my car through QEEQ and flew from the UK to Brandon in the US. I arrived at the rental office on time around May 17 in the afternoon. I thought I would just sign and drive away. The staff at the counter told me there was no car at all. Not even one. They also said if I came the next day there still might be no car. I just stood there with my suitcase and I felt really nervous. I had come all the way to the US and my mind went blank. I tried to calm down. Since I booked online I decided to contact their customer service. I told them everything that happened and made it clear that I was on time. At first I did not expect much. I thought they would just say a few nice words. It was not like that. The person on the other side listened to me very carefully and asked me some simple questions. They said they would follow this case for me and that I could reach out to them any time. That night I could not fully relax. My jet lag was already bad and this problem made it worse. I kept thinking what if I never get a car and also cannot get my money back. I usually do not like this kind of cross border trouble. With language and time difference it feels easy to lose control. I felt quite unsafe inside. The next day I went back to the rental office at the time they suggested. This time there was finally a car. The rental staff gave me a similar model and said I could take it. Then a new problem came up. The counter gave me a higher price than my booking. They said it was the price of that day in the office. I felt stressed again. It felt like I was forced to pay more. I was not happy at all. But I was also afraid that if I refused I would have no car. So I signed the contract and took the car. Right after I got the keys I contacted customer service again. I told them about the new price and I sent photos of the contract. I said I finally got the car but the price was much higher and also I did not get any car on the first day. My messages were a bit broken because I was worried. They stayed patient and answered me. They checked the facts with me and then told me they would talk to the rental company and try to fix the extra cost. In the next few days I sometimes suddenly thought about this problem again. I still felt a bit uneasy because the money was already charged. I sent them a few more messages asking how it was going. Every time I got a reply. They did not tell me complex details but I could feel that someone was always looking after my case. I was alone in another country and my nerves were tight. Seeing steady replies made me feel that I was not fighting the rental office by myself. Around one day before or after I returned the car I checked again. I brought the car back in the afternoon around May 23. The return process was fine but I was scared they would charge me more again. After I left the office I contacted customer service one more time. It felt like waiting for an exam result. The trip was over but I still needed to know if the final bill was fair. Some time later they told me they had sorted out the extra cost. They said they would cover the day when I had no car at all and also the part where the rental price was pushed up. It would be refunded based on the real days I used the car. When I read that message I felt my whole body relax. All the pressure and worry that I carried in my head finally went away. When I think about the whole story now the most important thing was that there was someone following my case from start to finish. From the moment the office said there was no car to the moment the rental company raised the price and then to the final refund I always had the same support team to talk to. Their answers were clear and they did not push me around. As a visitor in another country this feeling of being looked after was more important to me than the exact amount of money I got back. I can still see that scene in my head. I was standing at the door of the Brandon office with my suitcase and the staff told me there was not a single car that day. If I did not have dedicated customer service watching my case I would have had to argue alone about the higher price and about the first day with no car. That would have been very hard for me. The whole thing was stressful at first but this experience gave me a really strong positive feeling about their service. So next time I need a car in the US I will probably book through them again.
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