If I only talk about the final result, I am actually quite happy, mainly because of the dedicated customer service that followed my case. As a solo traveler, I did not feel left alone. So how did everything start? I booked the car on QEEQ and planned to pick it up in Grand Rapids in the US. It was around the afternoon of March 24 when I went to the airport to get a Toyota RAV4 from Enterprise and return it in mid April. That day was a bit cold. The wind at the airport was strong and I was pulling my suitcase to the rental counter. The pick up was smooth and the car looked fine. I did not expect any problem at all. The real trouble started in early April. One day I was driving and suddenly I smelled strong engine oil. I stopped the car by the side of the road and saw oil all over the ground. I was standing there alone, the streets around me were all new to me and I felt a bit scared. I called the rental company first. The towing and car change were not going well and nothing was really fixed. So what should I do next? At that time I contacted their customer service. I was worried that maybe no one would really care about my problem. The answer was different from what I feared. The person on the phone listened to my story carefully and did not rush me. They asked simple questions and checked my details. I could feel it was the same person following my case because every time I contacted them again it was still that person and I did not need to repeat the whole story from the beginning. So what happened after that? They kept pushing the rental company about the towing. The staff there went back and forth with Enterprise. The process was not very fast but every time there was some progress the customer service would update me. They told me on which day the tow truck might come and when I could get a new car so my mind was not totally blank. During these days I had to take taxis to the branch a few times because the car was not usable. Sometimes the map location was off and I rode much longer and paid more. I kept all the taxi receipts. I was not sure if I could get any money back but I decided to save everything. Later the customer service reached out to me and asked me to explain each taxi receipt in simple words. For example which ones were to the rental branch and if there were other routes. They also asked if I had any photos from that time. The way they talked was patient. They did not push me hard. They just reminded me that these things could help to handle the case. I sent all I could find. After that there was a period of time where they were fighting with the rental company in the background. I could feel that it was not short because I got the next update after quite a while. So what was the result? One day they told me that the rental company agreed to give me some money back as a kind of compensation. My feeling was a bit mixed. Those days were really tiring. I went to the branch again and again and paid many taxi rides all by myself. But I also felt that at least someone was on my side when they talked to the rental company. This feeling that someone was always watching over my case was very important to me as a person traveling alone. After we confirmed the amount they helped arrange the refund and later I saw the money show up on my statement. The whole story from the car problem to the refund took quite a long time. Still during all of this their close follow up made me feel I was not just waiting in a dark hole. I always knew someone was pushing things forward for me and this dedicated customer service meant more to me than just the money I got back.
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