What would you do if you are driving in another country with your kids and then you see more than one thousand dollars extra on your bill? I booked my car with QEEQ and this happened to me in Anchorage. I had already returned the car one or two days before and was back at my place. When I checked my credit card I just froze. The amount was much higher than I expected. My English is not good and I thought they charged me twice. I was worried about our family budget and also taking care of the kids at the same time. I felt really stressed. I contacted their customer service right away. At the start I spoke in a messy way and kept saying things like “too much money” and “I dont understand”. The staff there stayed calm and told me to relax and that they would help me understand the bill step by step. I sent photos of the contract and the payment receipt. The person went through each line with me and said that the items near my signature were the things I had agreed to at the counter. They repeated everything again in simple English so I could follow. I asked “Why so high I thought upgrade is free with insurance” and they explained that the upgrade is not free. They broke down the upgrade fee the extra insurance and the roadside assistance and showed me which parts I had accepted at the desk. I still felt bad about the money but at least I knew where it all came from and I did not feel it was random or double charging anymore. What really stood out was that they kept following my case. They did not just send one short reply. They checked if I had new documents and told me how they would talk with the rental company next. For a parent traveling with kids and not speaking good English it really helped to have someone staying on my side and explaining everything so I did not feel alone with the problem.
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