I still remember that night. I was sitting alone at the kitchen table staring at my credit card bill. My kid was playing in the living room and asked me if I was looking at the “weird numbers” again. That 123.34 CAD charge was just there. The more I looked at it, the more upset I felt, so I called customer service again. The story actually started with that rental in Chicago. It was early May. I picked up the car with my child at Chicago airport around one in the afternoon, almost two. We were all tired. The counter staff gave me a mystery car. I only wanted to get the car and settle my kid, so I did not pay much attention when he talked about fees. The contract was many pages. He talked very fast. I asked if the price changed. He said it was about the same. My kid was getting noisy beside me so I just signed it quickly. Those days we drove all the way to Detroit. I returned the car late at night, around eleven. I was very careful. I found a gas station near the airport and filled the tank before drop off. I paid cash. At that moment I was holding my kid’s small backpack and also checking the GPS, so I did not ask for a receipt. I looked at the fuel gauge. It showed full and I felt safe. Then I drove to the return area. The staff walked around the car, checked the mileage and said nothing. I took my kid and went to the terminal. A few days later at home I checked my statement and saw the 123.34 CAD. My first thought was that I made a mistake, so I checked line by line. Then I saw there was a fuel charge and also an upgrade fee. I felt nervous and also a bit wronged because I knew I had filled the tank. I contacted them and explained everything. They asked if I had a fuel receipt. I felt annoyed at myself and said no, because I used cash and did not keep the slip. I told them that when I returned the car the fuel level was even a bit higher than at pickup. I thought they would just say there was nothing they could do, since I had no proof. But in the next days the customer service team kept calling and messaging me. It was basically the same people following my case. Their voice became familiar. They told me they would talk with the rental company and that I should not worry too much. One time I had just put my kid down for a nap when the phone rang. It was them again, asking for more details, like roughly what time I bought the fuel, which area it was in, and if I remembered how the fuel gauge looked. The questions were very specific. It made me feel they were really trying to sort this out, not just filling a form. I also called them a few times when I felt impatient because it was taking long. The person who picked up would first read the notes, then calmly tell me they had already pushed the rental company and were still waiting for a reply. Once I even said I felt like I was bothering them. The person on the phone laughed and said it was fine and told me to call again if I had more questions. I relaxed at that moment. I did not feel alone with that bill anymore. Later they told me that the rental company kept asking for a fuel receipt, but the contract did not show that I chose any prepaid fuel service. They were going to keep fighting for me and use this point to argue. When I heard that, I knew maybe I could not get all the money back, but at least someone was trying to speak for me, not just saying no because I had no paper. During this whole time my strongest feeling was that someone was clearly following my problem from start to finish. Every time I called back, they already knew my case. I did not need to tell the whole story again. As a mom traveling with a kid this means a lot. I am often answering calls while cooking or cleaning or trying to stop my child from making a mess. If I had to repeat everything every time, I think I would have given up. Now the case is still not fully closed, but I can look at that number on my bill with a calmer mind. It is not that the money is not important. It is that they keep updating me and standing on my side, so I feel taken care of. As a mom who often travels alone with a child, it is easy to panic when something like this happens. Having someone there to support you makes a big difference. This is one big reason why I booked through QEEQ in the first place, and this kind of dedicated help matters more to me than just saving a few dollars on the rental price.
了解我們的服務如何幫助其他顧客
