To be honest I think I would be really mad about this rental if there was no dedicated customer service helping me. I was traveling alone in Canada. I booked a Hertz car on QEEQ and picked up a Toyota RAV4 at Vancouver airport around the night of March 13. I planned to return it in Calgary around the night of March 21. When I took the car I felt pretty good because the car was fine. I signed the papers at the counter and left. I only found out later that there was an extra roadside service that I never really wanted. I noticed the problem after I had already been driving the car. I checked the bill and saw that extra charge and I felt very annoyed. I felt like I got tricked. When you travel alone you have to watch every small detail by yourself. I went to a nearby Hertz store to try to cancel it in person. Since I did not pick up the car at that store the staff there did not really care about my problem. They just said some things about their system and rules. It felt like they were just pushing me away. I stood there inside the store and felt very helpless. I did not agree to this service but no one wanted to help me fix it. So I had to contact their customer service team. I was abroad and I did not want to spend too much money on roaming calls so most of the time I used messages and email. At the start I was pretty emotional because I am an old user and also a high level member with them and still met this kind of trouble. The person who helped me stayed calm. They listened to my whole story and then helped me check which item on the bill was wrong. They asked me to send the files and screenshots so they could see clearly. There was a time when the rental company said this booking was not even used and also said that the contract was already signed so it was hard to remove the charge. It sounded like everything was my fault. I sat alone in my room reading these replies and I felt really bad. Their support staff kept updating me and never just left me there. Every time there was some new news they gave me a simple update so I knew they were still watching my case. Later the rental company changed the story and said the service was actually used and that it was my responsibility. At that moment I was ready to just pay and accept it as a lesson. Then they told me they would try to fight for me and see if they could give me some money back from their side. I felt that at least someone was standing on my side and not just reading rules to me like the counter staff. In the end they helped me fix this extra service charge by giving me a kind of quick compensation. When I saw on my phone that the amount was removed I felt a lot of pressure go away. The whole process was tiring. I worried about phone costs. I went to a store. I explained my story again and again. But I was not facing all this alone. Someone was following my case from beginning to end and kept talking with the rental company for me. For a person like me who often travels alone it is really important to have someone like that who looks after my problem and keeps pushing for a result. Even if I can speak English it is still hard to deal with people who just push the responsibility around. After everything was finished I thought about it and felt that booking with QEEQ means that if something goes wrong I am not the only one stressing about it.
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