Things went wrong at the start. I booked my car in Vancouver through QEEQ and I planned to drive out of the city. I already made my road plan and I was pretty excited. I went to the counter around June thirteenth with my luggage and my booking. I was relaxed because my booking showed unlimited mileage so I thought I could just drive anywhere. At the counter the staff told me the unlimited mileage was only inside the province of Vancouver area. If I wanted to drive to another province I had to pay around 200 CAD more. I was really confused. On my phone the booking page showed unlimited mileage very clear. I showed it again and again but the counter staff still said I needed to pay extra. I was in a hurry to pick up the car and I had plans after that so I finally paid the extra money with my card. I felt pretty bad and I was worried I was being cheated. When I sat in the car I called their customer support right away. I told the whole story and sent screenshots of the unlimited mileage on my booking and also the payment record from the counter. The person on the phone did not push the problem away. They tried to calm me down and told me to just use the car first. They said they would talk to the rental company and keep following my case. During the next few days when I was on the road my phone got messages from them. They told me what the rental company replied and asked if I needed to add more proof. I was traveling in another place and the time zone was a bit hard for me so sometimes I replied late. They never rushed me. They just waited and explained every step. I could feel someone was watching this problem for me and I did not need to fight with the rental counter alone. When I returned the car around the afternoon of June twenty first I checked my credit card bill again and sent a screenshot of the extra 200 plus CAD payment to support. They replied fast and said they got it and would keep helping me apply for a refund. At that moment I felt much more relaxed because I was not alone against the rental company. The counter experience was not good and I really did not like how the staff talked to me. But during the whole thing the support team stayed with me all the way. From my first complaint to the updates in the middle and then the reminder after I returned the car they always checked on my case. As a tourist renting a car in another country I felt taken care of and this feeling was even more important to me than the 200 CAD.
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