“Did you really get part of the cleaning fee back for me?” I asked again on the phone. I still could not fully believe it. The support person told me that part of the money was already refunded. I felt my whole body relax and I thought all this trouble was finally worth it. The story started earlier. I booked the car through QEEQ at Newark airport. I picked it up around noon on April 23rd 2026. It was a 7 seat Chrysler Pacifica. I planned to return it around noon on May 19th. I was traveling with my kids and a lot of bags and snacks and toys. I just wanted a bigger car so the ride would be more comfortable. The real problem came after we got home. One day in early May I suddenly saw an extra charge of about 250 dollars on my credit card. It showed from Avis. At first I thought it was gas or some extra fee. I checked the rental paper for a long time and I could not find a matching item. I started to worry. Maybe I was charged too much. I asked the rental counter first. They said it was a cleaning fee and they sent some photos with trash in the car. I know my kids ate snacks in the car so it was not perfect and clean. But 250 dollars at once was really hard for me to accept. I started to blame myself for not checking the car more carefully before I returned it and at the same time I felt this amount was too high. I felt quite lost so I contacted their customer support. I explained everything and sent the card charge screenshot and all the files I could find. I thought they would just say it was the rental company rule and tell me to accept it. They did not do that. They said they would talk with the rental company for me. After some days the support person came back to me and asked a few simple things. For example was the car very dirty when I returned it or was it worse than normal. I answered honestly. I said I was traveling with kids so there were snack wrappers and stuff, but I really did not expect such a big fee. I felt like I was kind of begging for some help. I kept explaining and in my heart I hoped they could at least reduce the fee a bit. They kept following up. Every time there was some progress they told me. They said there was still a chance to get part of the fee back. It felt like someone was standing beside me when talking to a big company. I was not alone on the phone. I kept asking and answering with the support person, and my worry slowly went down. I felt I was not fighting by myself. When the support person contacted me again and told me the rental company agreed to refund part of the cleaning fee I finally let out a big breath. It was not a full refund, but at least it showed that someone really tried to help me and did not just brush me off. This kind of dedicated customer service where one person keeps following my case made me as a parent feel really taken care of. I am busy with my kids and work, so having someone watch this problem for me took away a lot of stress. Now when I think about this, I remember most how they followed my problem all the way and kept talking with the rental company. When there is an extra charge like this I can feel clearly that I am not left alone. For me this trip had some trouble, but the final result was okay and I feel more willing to book through them again in the future.
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