If there was no dedicated person following my booking on QEEQ I think I would still be arguing with someone now. My feeling about this rental is kind of mixed. At first I was very disappointed. Later I felt more like someone actually took care of us. It was around early June. I came from the UK to the US with my kid. I planned to rent a convertible in Austin. When we walked out of the hot and noisy airport I had this picture in my head. A Ford Mustang cabrio with the roof down in the sun. I changed the pick up day in my mind to June fifth in the morning. I woke up early and took my kid to the Budget counter. My kid kept asking me “Dad are we really getting a convertible” and I said yes. I felt a bit proud. When the staff handed me the keys they told me it was an intermediate SUV. I was confused. I thought maybe this was a temporary car. We walked to the bay and I saw it was really an SUV. No convertible at all. I went back and asked the counter staff why. I said I booked a convertible. The person just told me they had not had that car for months. They also said the branch had no such cars. I felt really angry inside. I thought so what did I book then. My kid looked at the SUV and said quietly “but I wanted the roof down”. I tried to calm him and said we will just use this car first. When we got on the road to Houston I started to contact their support. The air con in the car was on high. My kid was in the back with his game. I drove and said to myself this is not the car I booked. When I finally talked to the support person they sounded calm and asked me to describe everything. I was a bit sharp. I said I booked a convertible and got an intermediate SUV instead and the staff at the branch said this type of car does not exist there anymore. I felt they sold me something that was not real. The person did not argue. They asked if I had my contract and the documents for the car I got. I sent photos of the contract and the rental paper. That day the sun was very strong. I sat in the shade near a gas station while waiting for an update. My kid was next to me building a small tower with paper cups. I was annoyed and kept thinking this might take forever. After some time the support person contacted me again. They said they already spoke with the rental company and started a claim to get a price difference back for me. They told me I did not need to worry too much and that they would follow the case. I asked them if they were sure there was stock when I booked. They explained that an order only goes through when the rental company confirms. They also said they checked the car group on my contract and the group of the car I actually got. I did not fully understand all the groups but I felt a bit calmer. At least someone was talking to me in a clear way and not just telling me to go talk to someone else. A few days later we reached Houston with that SUV. I moved the drop off time in my head to the afternoon of June fifth. When I returned the car I still felt upset. My kid already got used to the SUV and said this SUV is not bad. But I still felt downgraded. I pulled my luggage and checked my messages from them. The support person told me the rental company had agreed to refund part of the difference because the car I took was from a lower group. They even gave me the exact amount. I asked more questions again. I wanted to know what the extra charges on my bill were. They replied step by step. They said the downgrade part was already refunded and the extra twelve pounds or so was for tolls from my contract not from them. I kept saying I thought the whole booking should be refunded and that they should not sell a car type that is not there. The person did not raise their voice. They repeated how the order was confirmed only after the rental company agreed. Then they said they understood that my experience was not what I wanted and that I did not get my dream convertible. So they offered an extra goodwill payment from their side. By that time I was not so angry anymore. I noticed something else. From the start to this point it was always the same person or at least it felt like the same person taking care of my case. Every time I called or wrote they already knew my order. They remembered what we talked about last time. Once my kid heard me on the phone again and asked quietly “are they helping us now”. I said “yeah they are trying”. At that moment I felt a lot more relaxed. Later they told me the rental company refund had reached my side and that the extra goodwill money from them was also sent. I checked my statements and the numbers matched what they said. The bad taste from the downgrade slowly left my mind. If I only think about the rental company I would give them a low score. But because there was this dedicated person following my case and not letting it drop I feel this whole mess was at least handled with care.
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