I still remember the email screen that day. A new message about car damage popped up and I got nervous right away. I rented a Chevrolet Equinox in Los Angeles. I picked it up around ten in the morning on October 27. The whole trip felt fine. Then after I went back home I got this notice that the car had damage and the rental company said I had no insurance. My mind went blank. When I booked, I chose a package that came with full insurance. I was very sure I did not drive without cover. First I tried to talk with the rental counter. The staff there was pretty cold. They just kept saying that their system did not show my insurance and told me to contact the platform that sold me the booking. I felt really powerless. My English is not that strong. I was afraid I could not explain clearly. I kept reading the emails again and again. Then I reached out to their customer support. After I gave my order number they quickly knew which case was mine. It felt like someone was assigned just for my problem and I did not need to repeat my story every time. They told me that my package did include insurance. It seemed the rental company records did not match. They asked me not to worry too much first. I was still a bit scared but it helped a lot to hear that someone was on my side. In the next few days they talked with the rental company for me. One time they asked me to send a screenshot of the damage notice I got. I checked all my emails on my phone and forwarded everything to them. They also checked some basic things with me. They asked when I picked up the car and when I returned it. I remembered it was from the morning of October 27 to the morning of December 20. It was almost two months. If I had to explain all this to the rental company alone I think I would have given up. I could feel that they kept following my case. Sometimes they gave me small updates. They told me the rental company was still checking or that they still could not see any real charge yet and asked me to wait a bit more. The process was not very fast but at least it was not like my problem just disappeared. What I remember most is that they always used simple words. There were no hard terms. With my high school level English I could still understand. Every time I saw them write that they would keep checking for me I felt that I was not alone with these strange fees. Now things are mostly calm. I have not seen new charges and I know I can ask them again if anything shows up. When I think about the whole thing I feel that choosing this kind of one on one support was the right choice. As an overseas traveler in another country the scariest part of renting a car is when something goes wrong and no one helps. This time I did feel that someone was really taking care of my case even if I wish it could be a bit faster. Overall it made me feel much safer inside. QEEQ left a strong impression on me because of this.
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