I booked my car in Las Vegas through QEEQ. I planned to pick up a truck from Hertz on the morning of February 19 and use it for two days in the city. The pickup went fine. The staff at the counter did not push any extra service on me, so I just kept the price from my booking in mind when I planned my budget. The real problem showed up after I got home. I returned the car very early on February 21 and everything at the return lot felt normal. When my credit card bill came out I was really shocked. I remembered I should pay around sixty something CAD at the counter but the charge on my card was close to one hundred eighty CAD. It was much higher than what I expected. I checked the rental paper and it also showed around that amount. In my mind the deal when I booked was that I only needed to pay about sixty CAD at the desk, so I started to feel that I was charged extra rent. I decided to contact the platform and explain what happened. I gave them the amount on my bill and what I was told before. I thought it would just be an email and then a long wait. Instead one person was assigned to my case and he kept talking with me the whole time. Every time there was some update it was the same customer service person who reached out to me. He was patient and clear. I felt that someone was really taking care of this and that my problem was not lost in the system. I could feel that talking with the rental company was not easy. They kept saying the charge was correct and they wanted many different documents. For a visitor like me all those terms sounded very confusing. I did not really have those special papers they asked for. The person helping me would tell me only what simple info I needed to give and he said they would handle the rest with the rental company. He also told me what they found so far. For example he said the rental company believed it was just two days of rent plus tax and they did not admit any extra charge and they were still checking. This went on for several days and I started to feel a bit annoyed because it was my money on my credit card. When I went back to ask about the progress the same person always replied to me and said they were still pushing the rental company. He did not just disappear. That was very important to me. I did not feel ignored. After some time they told me the rental company finally agreed to refund part of the money. It was about one hundred twenty CAD. It was not the full amount I first hoped to get back but at least it showed that there was an extra part and they helped me get it. I soon saw the refund on my credit card and I felt much more relaxed. The biggest feeling from this whole thing is that I had one person following my problem from start to finish. I did not need to repeat my story every time and I did not need to fight with Hertz by myself. This steady care is quite rare. If I had to deal with the rental company alone as a tourist I think I would have given up long ago.
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