Atendimento ao Cliente Dedicado

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Shih-Chi TanItaly

I want to complain first. I never thought renting a small car in Rome would end up with me busy checking bills instead of just driving. I booked the car on QEEQ and I was traveling alone in Italy. I thought it would be very simple. It was around the evening of May 12 when I went to the NOLEGGIARE counter in Rome to pick up the car. They gave me a Fiat 500 with manual gear and two doors. It looked pretty cute. I asked myself in my head. Did I not already pay everything before. Why did the counter staff keep asking me to sign more papers. They said it was standard process. I did not really understand and I was tired and just wanted to leave with the car so I signed. During the next few days I drove around Rome and nearby places. I was quite happy when driving. At the same time a small question came to my mind. Will there be extra charges. I told myself it should be fine because I saw on their site that I already prepaid the full rental. I felt it should be okay. Around the afternoon of May 16 I returned the car in Rome and went back to my room. I checked my credit card on my phone and I suddenly saw an extra charge of about 247.51 euro. I was shocked. I asked myself. What is this money. My own answer was that it looked like they charged the rental again and also some extra insurance. I checked my emails and the papers I had. On the paper from the counter I saw insurance words. But I already had insurance before. I asked again in my head. Who should I talk to about this. Then I contacted the customer service and explained everything. I also sent all the screenshots I could find. The support person listened to my story first. Then they asked me some simple questions. Did I sign any extra insurance at the counter. Did the staff explain it clearly. How much was charged in total. They said they would ask the car company for the bill and help me find out what really happened. In the next days I kept talking to myself with questions and answers. Was I in too much of a rush at pick up. Should I have checked the contract more carefully. I tried to remember that night again and again. It was quite late and I was a bit sleepy. I only remember the staff pointing at many terms and saying something about insurance. I asked if it was really must buy. His answer was not very clear. I was worried about language problems and I did not want trouble so I just signed. Later when I compared the price on the site and the one from the counter it really felt like they added another local insurance. During this whole time one thing stood out to me. I felt that someone was always following my case. When the support contacted me they first made sure they understood what exactly I was worried about. Then they told me they had already sent messages to the car rental side and were waiting for a reply. A few times I suddenly thought of something late at night and sent more messages. I worried I was being annoying. After that I could still see new updates from them and they told me what step they were at now. The problem is still not fully solved and I am not good with law or contract words. I felt a bit lost. Having someone keep an eye on the case made me less scared. I also asked myself if I should just let it go and treat it as a lesson. But 247.51 euro is really not a small amount for me. I travel alone and my budget is not very high so I did not want to just give up. The support did not force me to make any choice. They just reminded me that I should try my best to find the detailed charge paper so they can help me check better. I spent quite some time looking through my bank record and emails. While I was searching I kept blaming myself for not being more careful at the counter. When I look back at the whole thing during these days the strongest feeling I have about them is that I was not left alone after I said there was a problem. I came to a foreign country by myself and my English is just okay. When I face the fast talking at the counter sometimes my brain cannot keep up. After I came back it felt very different to have one person staying in the same chat with me and helping me sort things out. They helped me see which part I already paid and which part might be extra and where I needed proof. As a solo traveler this feeling of being looked after means a lot to me. I still hope everything can be solved faster but during this time having someone keep listening and following up already made the trip a lot less stressful for me.

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jonathan fleuryUnited States

Did I really get charged by mistake or not. This question came to my mind only after I already saw the fuel fee was refunded. That morning when I returned the car in Knoxville the air was a bit cold. I parked the Toyota Camry back in the Budget lot. The staff walked around the car very fast and told me I was good to go. I was thinking in my head that I filled the tank last night so it should be fine. A few days later at home I checked my credit card and saw an extra missing fuel fee of about ten dollars and some taxes. I felt confused right away and my first thought was that this was not right. I booked the car on QEEQ and picked it up around the afternoon of May 15 in Knoxville. At the counter everything went smooth and the car was clean and easy to drive. What really stayed in my mind this time was not the car but their Dedicated customer service. When I saw that extra fuel charge my mood dropped a lot. I felt like I was being taken advantage of and I did not know where the problem was. I found my gas receipt from the night of May 19. It only showed the date and no time. I kept thinking this is bad and maybe this will not count as proof. I contacted their customer support and told the whole story. I also explained that I returned the car early on May 21 and I had filled the tank the night before. I did not have a photo of the fuel gauge. I only had the receipt. I knew my proof was weak and I did not feel confident at all. I expected them to just say there is nothing they can do. The person who talked to me was very patient. There was no blame like you should have taken pictures. Instead they helped me step by step. They checked the final invoice with me and broke down all the charges. At first all the numbers were like a big mess for me. Then they divided it into fuel charge extra insurance and taxes and explained each part clearly. I used to think some of the taxes were already prepaid. I found out that part of them were actually charged at the counter. When they explained it I felt a bit embarrassed because at pick up I did not read everything. I only wanted to leave fast. When we talked about the fuel part they were honest and said that without a gas receipt from the return day and without a photo of the fuel gauge the proof was not strong for the rental company. My heart sank. I thought I would just have to accept this ten dollar loss. Then they told me they would still try to reach the rental company and see if they could file a special appeal for me. At that moment I was really surprised. I thought I was just a normal customer but they were willing to do this extra work. During the next days they kept following up on my case. The rental company even said they needed a gas receipt from the same day as the return. I got anxious and sent every document I had. While I was waiting for bills and replies I checked my email every day and kept thinking maybe they would give up because the amount was small. Each time I asked about the progress the support team answered me quickly. The tone was calm and they told me not to worry and that they were still talking with the rental company. One day I opened my credit card account and suddenly saw that Budget refunded 10.04 dollars. I froze for a few seconds and then realized it was that fuel fee. I felt a big relief. It was not because ten dollars is a lot of money. It was because I did not feel ignored like a small case that nobody cares about. Then they also sent me a message to say the rental company had processed it and the case was closed. I thought about how many days they kept watching this for me and I felt really thankful. Now when I look back I know that if I had tried to argue with the rental company all by myself with one weak receipt I would probably be rejected. My English is not perfect and many short forms and terms on the bill are hard for me. They explained each item in simple words and told me what everything meant. It felt like in a strange city someone was standing on my side and helping me say what I wanted to say. This Knoxville rental itself was fine and the car drove well. What I remember most is that their support did not stop after I paid. From the moment I found the problem to the moment I understood the taxes and then saw the fuel refund there was always someone checking on it. I am usually very careful with online platforms. This experience changed my mind a bit. As an overseas visitor who often comes to the US and really does not want to pay random extra fees this feeling of being taken seriously is more important than the ten dollars itself. They made me feel like a real returning customer and not just another order number.

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Jennifer CaseyNew Zealand

At first I really wanted to complain a bit because a few days after I returned the car I checked my card bill and saw an extra charge and my first thought was did they charge me for something twice again. As a business traveler I really do not want to waste time on small money problems like this. I will say the result first. In the end the problem was fixed and the money came back to me and the support team kept following it. My mood went from annoyed to quite relaxed. So how did it start. It was an early cold morning in May when I picked up my car at Christchurch Airport in New Zealand. I booked through QEEQ and the car was from Thrifty a Mitsubishi Eclipse Cross automatic four doors five seats. For me with my suitcase and laptop it was just right. I planned to drive only a bit more than one day so I would drop the car next evening in Queenstown. Because it was a one way trip I already knew there would be a one way fee. When I took the car the counter staff told me I needed to pay an extra amount at the desk. In my head I started to worry. Is this already included in my booking. Is this the same fee again. I asked again and the staff said it was the one way fee. My time was tight so I paid and told myself I would check carefully later. At night in the hotel I looked at my booking and my card record and something just felt wrong. I asked myself is the one way fee charged twice. Which part is normal and which part is not. So I contacted their team. I sent screenshots and the payment amount and told them I was worried about a repeated one way fee. They did not just say this is the rule and stop there. They replied and said they would check in detail for me. I asked again which part of the money should be there from the start and which part might be extra. Their explanation was clear. The one way fee itself should be there but on top of that the rental company added another kind of location charge and this part looked wrong. In the next days I was busy with meetings and flights. At the same time they kept talking with the rental company and they emailed me from time to time with updates. When I saw the emails it felt like I was asking myself so what is the situation now. Is there any chance for a refund. Any new progress. The answers in the emails were direct. They said they would keep trying to get back the extra part that was not fair. After a few days they told me that the small extra part of the fee was confirmed as not reasonable and they had applied a refund for me. When I saw the refund amount it was not huge but I felt that someone was watching this problem for me instead of saying you go argue with the rental company by yourself. For a business traveler this feeling of being followed and remembered is important because I really do not have time to fight by email every day. Later there was another step. The rental company processed another refund straight to my bank card. Then their team came back to me and explained that they had paid me first before and now they needed me to return that part to them. I was a bit worried it would be very troublesome. But it turned out simple. I checked the amount saw the money in my account and then sent the amount back through the way they told me. During this whole process the communication stayed smooth. I did not feel they were pushing me. It was more like we were just making the numbers match on both sides. What I remember most is that they did not disappear after my first complaint. From my first question to each reply from the rental company and then to the money going out and coming back I was always told clearly which step we were at. Even when I was in a meeting and could only take a quick look on my phone I still knew if there was progress and I did not need to sit there and guess. For me in this experience the key point was not the few New Zealand dollars. It was the feeling that someone was taking care of the case for a while. When I asked a question they answered it. When I had a new doubt I got a clear reply soon. For someone who travels for work a lot this kind of one to one follow up feels much better than cold system messages and it makes me more willing to book through them again next time I come to New Zealand for business.

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Martynas MorroneCanada

Did you get that extra money back my friend asked me I said Yeah I got it back and someone followed my case from start to end so I felt pretty safe Some time ago I booked a car on QEEQ I chose a Budget car in Montreal It was a Toyota Corolla with auto gear and four doors I went to pick it up around the evening of April twenty seventh I drove it for a few days and around May first I returned it in Halifax When I gave the key back at the counter the staff checked the car quickly and told me I could go I felt it was all fine Later when I was back home I looked at my card bill and saw an extra charge that I did not understand I asked myself What is this extra money Did I miss something I felt a bit scared and also angry It was like someone took my money and I had no idea why I first asked the rental company The answer was very unclear I checked the contract but I still could not find what this fee was for My head felt really messy I also hate trouble so I even thought maybe I should just let it go But then I decided to contact the customer service from the platform and told them all the details and the amount From the first message there was one person talking with me the whole time They did not change to another person I liked that a lot Every time I had a new question I sent it and I got a reply pretty fast I asked What is this fee Is it something they just made up The person would take the info from the rental company and make it clear for me They broke down the English notes into simple words I sometimes thought that if I talked to the rental company alone I might give up very early During the days when I was waiting for updates I kept thinking crazy things I was afraid that I would get nothing back After a few rounds they told me that the rental company still gave a very blurry answer and the contract did not clearly show this charge I heard that and I did not feel okay I felt I was being taken advantage of I told them I did not accept that idea They did not just push me away They kept asking the rental company and also asked me to confirm my real payment record I opened my credit card bill and did the math In my head I thought If it is only a tiny bit maybe I can just forget about it But if it is this much then it is really too much I sent them the screenshot of my payment and waited for them to check it Later they told me they would pay me back based on the real extra amount I paid At that moment I finally felt relaxed I felt someone was on my side and I did not have to fight the rental company all alone During the whole thing I felt one most clear thing Someone stayed with me until the problem was done It was not like I asked once they answered once and then vanished Every some time they gave me a small update When I opened the messages and saw that they were still working on it my worry slowly went down I did not feel like I was left alone If it was only me sending emails to the rental company I think I would have stopped a long time ago This time because there was a person following my case one by one telling me what info I needed and helping me read all the details I finally got the extra money back For a young person like me this was my first time facing a confusing charge I was really upset at the start but step by step with someone guiding me my mind became calm again

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David MILLERItaly

To be honest I was pretty angry at the start of this rental. I booked through QEEQ and I chose a VW T Cross in advance because for business travel I need some space and a bit of style. On April thirteenth in the afternoon I landed in Bari and walked to the Budget counter with my luggage. The staff there told me they did not have the car I booked. They gave me a small Fiat that was clearly a lower group. I felt really bad. In my head I kept thinking that this kind of car is cheaper on other sites and I basically paid more money for a worse car. After I picked up the car I felt more and more unhappy so I contacted the support team. I did not use any special terms. I just said that I booked a VW T Cross and got a smaller and cheaper car and that it did not feel fair. I was also afraid that my extra money was just gone. I am quite busy and I thought maybe no one would really care after the first message. It was a surprise for me that from the first contact the same person kept following my case and he remembered my situation clearly. In the next contacts I did not need to explain everything from zero again. They told me to stay calm and said they would reach out to the rental company and try to get some money back for the downgrade. I spoke very directly and said I felt I lost at least dozens of euros or even more. I thought this kind of thing would take a very long time or end with a simple sorry with no solution. Instead they sent me updates from time to time and told me they were still talking with Budget and that my problem was still under work. I do not know what they did in the background but from my side it felt like someone was really watching this for me. After a while support told me they had managed to get some refund for the price difference and that the rental company would first send a small part of the money back to my card. When I heard the amount I still felt it was low and far from what I expected. I said very clearly how I felt because I travel for business and both time and experience matter a lot to me. I thought that was the end but they kept checking inside and later told me that on top of the money from the rental desk they would also give me extra compensation from their side. When I added the numbers it was much closer to what I felt was fair. There was one moment when I did not really understand how they counted the money. The person explained it to me again in a simple way and showed which part came from the rental company and which part came from them. I was on a business trip while answering messages and handling other work at the same time so I was a bit annoyed. Since he explained it step by step I calmed down slowly. Later I confirmed I accepted the plan and they processed the refund. Some time later I checked my statement and I saw the money had arrived. From my first strong anger to finally feeling more or less okay the key point was that there was someone following my case all the way. I did not need to chase every day and I did not need to repeat my downgrade story again and again to new people. For someone like me who travels a lot for work this feeling of being looked after is actually very important. I am still not happy with what the rental counter did but during the problem the follow up from support made me feel I was not alone when something went wrong. For me this is even more important than getting a few more euros back.

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Ali SampatUnited States

"We will keep checking with the rental company for you." This was the last sentence I saw in the email and I felt someone was really standing behind me. A few weeks before that I booked a Tesla Model 3 with Avis in Los Angeles through QEEQ. I picked up the car around the evening of April 17 around six and returned it around the afternoon of April 24. The whole rental was smooth and the car was pretty new. After I got back home I checked my credit card bill and saw some extra charges. I knew about one main charge around 160 dollars and a small Tesla charging fee around 8 dollars. But there were two more amounts around 67.08 and 1.50 and I had no idea what they were. Since I was on a business trip every cost has to match my expense report. I am very sensitive about unclear fees. I checked the receipt from Avis. It only showed a total of 160.60 and the Tesla charging fee of 8.65 which looked fine. Those two extra amounts were not on the receipt at all. For a moment I thought I remembered wrong but the bank statement was very clear. So I contacted their customer service and sent screenshots of my bill and listed each amount. I thought it would just be a normal question and maybe nobody would really care. I was ready to be pushed back and forth between the platform and the rental desk. It turned out a bit different. From the start it felt like one person was really taking my case. Every time I wrote again this person knew exactly what happened before. I did not need to explain the whole story again. First they sent me what they could get. They explained which part was the rental fee and which part was the Tesla charging fee for the 160.60 and 8.65. The explanation was in simple words so I could understand fast. For the other two charges they also said it was not very clear at the beginning and they had to ask Avis. I was a bit nervous because I had a deadline for my expense claim. The tone from the agent was calm and they did not brush me off. They clearly said they would keep checking with the rental company and would update me once there was news. Later they told me Avis answered and said those two extra amounts were also related to Tesla parking and charging. I was not very happy with this answer because it sounded too general. I replied and asked if I could get a more detailed breakdown. The agent did not complain and said they would help me ask for a clearer receipt. I could feel that they were not just forwarding messages. They were helping me to question the rental company from my side. After that the agent contacted me again and said Avis had made a new receipt for this rental and changed the total to 237.05 dollars. But there was still no clear detail line by line. I could feel the agent also knew this kind of receipt did not really help and might make me more confused. So they did not just throw this paper to me. They first tried to understand which parts were really necessary and how to explain them in a simple way. During the whole process what I felt the most was that someone was watching this problem for me. I was busy with meetings and emails in the daytime and I could not fight with the rental company myself. Every time I opened my inbox I saw a new update from the same person telling me what Avis said at that stage. Sometimes it was just a short note that they were still asking but at least I knew my case was not forgotten. As a business traveler the worst thing for me is when no one really owns a problem and every time a different person replies with different answers. This time it felt like one person followed up from start to finish. The communication was simple and direct with no heavy technical words. I only needed to say which charge I did not understand and they would help me check each one. I did not have to dig into long English terms by myself. In the end the receipt from Avis was still not perfect in my eyes but at least every charge had an explanation from the agent. When I talked to my company finance team I could clearly explain each item and I did not look confused. For someone like me who travels for work a lot this feeling of being taken care of in the details is very important. What stayed in my mind from this whole experience was not how the Tesla drove. It was that when I faced some extra fees and felt annoyed there was one person who stayed on my case until things were as clear as possible. This kind of dedicated customer service made my trust in QEEQ much stronger.