I still remember when I walked out of San Francisco airport that day. The sun was very bright and the wind was a bit cold. I pulled my suitcase to the rental area to get the car. It was around mid May in the early afternoon. I arrived more than one hour later than planned and I was thinking my business trip was finally starting. There was a line at the counter and I got the key. I saw the Mazda CX 50 in the parking lot. The car looked clean and there was a light new car smell inside. I felt pretty happy and rushed to drive into the city for my meetings. The real problem only showed up after the trip was over. I returned the car in Los Angeles around May twenty first in the afternoon and I thought everything was finished. A few days later I checked my credit card bill in my office and I saw almost 300 USD extra. I stared at the screen and those numbers and I was really confused. It looked way too high. There were many items on the bill. I could read a few things like extra driver, road assistance, prepaid fuel and some kind of extend fee. I went through the whole rental in my mind. I was the only person who drove the car. I did not ask for any emergency help and I did not ask for special add on services. At that moment I felt annoyed because the business trip was done but I still had to spend time on this. I contacted them first and explained what I saw and what I remembered. I only had my side of the story and the numbers on my bill. During those days I was also busy with other projects. Sometimes I just checked messages between meetings and then I remembered this case again. They replied to me quickly and said they would check with the rental company about each charge. For me this step was very important because I could not see their internal breakdown and I needed someone to ask for me. Later they told me more details. The bill from the rental company still showed extra driver, road assistance, prepaid fuel and an extend fee. I felt very uncomfortable because I was very sure I did not add an extra driver and I did not ask for these services. I remembered I only picked up the car more than one hour late and dropped it off a bit late. I never planned to change the return date. They kept talking with the rental company and helped me get an English version of the charge sheet and also the contract I signed at the counter. When I got those files again and looked at the contract I felt a bit helpless. The return date was changed on the paper and there was even a circle around it. So it looked like I agreed to extend one more day. When the staff at the counter gave me that contract I just signed at the bottom of a long page. I did not notice the date was changed at all. I was on a business trip and my schedule was tight. I usually just trust the standard contract they give me and then rush to the next place. I told support about this and said I never asked to change the date and nobody clearly told me I would pay these extra fees. We went back and forth several times. They kept following this case for me and updated me when there was something new. This made me feel someone was watching this booking for me so I did not have to fight with the rental counter by myself. Later they told me very clearly that from the rental company side the contract did show I agreed to change the date so they saw the responsibility on me. At first I did not really accept this because in my mind it was more about how the counter handled the contract. I still felt it was not fair. They could see I was unhappy about the charge so they tried to give me a middle way. They offered a small goodwill payment to cover the extension fee and even a bit more. The amount was not big but I felt they were not just pushing the blame to the rental company or throwing it back to me. They tried to give a result that felt more reasonable. For someone like me who flies a lot for work time and energy are more important than ten or twenty dollars. Having someone who is patient who talks to the rental company who explains the contract and who helps get some money back matters more than the exact number. When I look back at the whole thing from picking up the car in San Francisco to dropping it in Los Angeles and then finding the extra charge and then all the follow up I think what really stayed in my mind was not the car itself. It was the feeling that there was a person taking care of this booking for me. This is what Dedicated customer service meant to me on this order. Next time I book a car I will pay more attention to this kind of one to one follow up because when a problem really happens you see how useful it is. For this trip booking with QEEQ the most valuable part for me was exactly that.
ค้นพบว่าเราบริการช่วยลูกค้าอื่น ๆ ได้อย่างไร
