Who would not feel nervous when the bill looks wrong after returning a car? I booked my rental in Brisbane through QEEQ and I was already tired after the trip. A few days after I got back home I saw extra charges on my credit card. My first reaction was panic. I kept thinking maybe they charged me too much. I picked up the car in late April around nine in the morning in Brisbane. It was a Kia Carnival with a lot of space and it drove very steady. I returned it in early May at about eight in the morning. I still remember going to the gas station before returning the car. I stood in front of the fuel gauge for a while and told myself I must make it clear and avoid any trouble. When I later saw several charges and one big fuel charge I could not understand them at all. I felt something was wrong and my mind kept going over every detail but nothing matched. I reached out to their customer support and then I noticed there was one person who kept following my case. The agent did not use difficult words and just listened carefully then explained the fees step by step. It felt like having a local friend who knows how things work. That made me feel less stressed. The small amounts were finally explained as toll fees. I could accept that because when you drive in another country on long roads it is hard to avoid all toll roads. The one I really cared about was the big fuel charge because I had filled the tank myself and I was sure the fuel level at return was higher than at pickup. I found the photo of the fuel gauge and the fuel receipt. While I was searching I was glad I had the habit to take pictures as proof. Without them I might not be able to explain anything. The support agent spoke in a calm way and asked me to send all the proof I had. They also asked about where and when I refueled. I told them I filled up at a gas station on the highway before going back and it was still some distance from the rental office. I felt a bit worried after saying this because I thought the rental company might use that point against me. The agent did not make things harder. They passed my photos and my explanation to the rental staff and then came back to explain the situation to me. I could feel that they were really trying to help me understand and solve the problem instead of just giving a short answer. During this time they updated me several times. Each time the message was clear and told me what stage the case was in and what would happen next. I went on with my normal work while waiting and I was afraid the case would end with no clear result and I would just lose the money. One day I got a message saying the fuel charge would be refunded and the number matched the full amount. When I saw the figure I finally relaxed. My photos and explanation worked and it also showed that someone had seriously argued my side. What impressed me most was how they kept following my case. It was not one email and then silence. It was like having a fixed contact person who remembered my problem from start to finish. When I had new questions I could ask again and they did not act impatient. They explained each type of fee to me one more time in simple words. I thought to myself that this is what dedicated customer service really means. It is the feeling that someone is truly in charge of your issue. For a visitor from Japan driving in Australia the rules and language are not always easy. When there is a question about money it helps a lot to have someone who can talk with the rental company and make all the details clear. Now when I look back the car itself was fine but the thing that stands out to me is how this one to one support turned my fear into calm and then into trust when the money finally came back. It made me feel more confident about booking through QEEQ again in the future.
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