Who can really help you when you rent a car in another country with a kid and something goes wrong This was the question in my head at Las Vegas airport. I was holding my luggage with one hand and trying to watch my child with the other. The night before I had used QEEQ to book a car. I planned to pick it up around ten pm on May thirtieth in Las Vegas. It was with Avis and it was a seven seat Chevrolet Tahoe. I thought this car would be great for the car seat and all our bags. I felt pretty safe about the plan. When I got to the counter everything became messy very fast. I gave the staff my documents. They started to ask many questions. I answered while also keeping an eye on my kid who wanted to run around. My head was spinning. Then they told me some of my information did not match. They also asked about my flight. I only understood part of what they were saying. In my mind I kept thinking what if I cannot get a car tonight How do I take my child to the hotel My stress went up right away. To make it worse because time was running out I finally rented another car from a different company at the airport. I just wanted to get my child somewhere safe and quiet. When we reached the hotel I started to feel something was wrong. I was already driving a car from another counter but I still had the original prepaid booking on my phone. I had no idea if I would be charged twice. I stared at the numbers on the screen. I felt confused and a bit angry. I also blamed myself and wondered if I clicked something wrong when I booked. That night my child fell asleep first. I sat on the bed with my phone and rubbed my forehead. I could not figure it out alone so I contacted customer service. I spoke a little fast. I said I am already using a car now but I am afraid I will pay twice. I really cannot figure this out. Can you please help me check The person on the line spoke in a calm way and asked me to explain slowly. While I was talking I thought that they would probably just tell me to solve it with the rental desk. I really did not have the energy for that. I still had to take care of my kid. Something surprised me. They did not push the problem back to me. During the next days I kept getting updates. They told me they had called the rental company and were checking the real rental record and the payment details. One time they asked me to send a picture of my card charge. I went through my bank app and took screenshots. During that time I often thought about this bill when I was paying at the supermarket or eating with my child. My heart would suddenly feel tight. I worried I would have to pay a big extra amount. Each time they wrote back they told me they were checking if my prepayment was counted again and they asked me to send any new bank record if I saw it. I knew on their side they were going back and forth with the rental office. I only saw the results change step by step. One day I read a message on my phone. They said they had confirmed that the prepaid money would not be charged on top of what I already paid at the counter and that they would help sort out any extra part. At that moment I really felt like I could breathe again. It was like a heavy stone in my chest finally dropped. As a parent I am most afraid of this kind of confusing bill. I have to watch my kid and at the same time read long English rental papers and a lot of numbers. It makes my brain hurt. During those days it helped me a lot to know that someone was following this case even when I missed calls because of the time difference or because I was busy with my child. Many times I was washing my kid or packing snacks and I thought that if no one was watching this problem for me I might still have no idea how much I really paid. When everything was clear in the end I was not charged twice. The prepayment and what I paid for the car I used were clearly separated. When I looked back I saw that the rental in Las Vegas started as a big headache for me. But because there was a person who kept tracking the problem sharing progress and explaining what it meant I slowly calmed down. There were many moments when I almost broke down but then I remembered that all I needed to do was send them the information I had. I did not have to call many different numbers and repeat my story again and again. This made the pressure a lot smaller. For a mom who has to take care of a child this kind of one on one follow up is very important. It does not feel like I am alone against a long and confusing rental contract. Next time I book a car through QEEQ I will feel more confident.
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