Mr. Ahmad Marunowski (alias) is a Swiss customer. He planned a trip in Oslo Norway. Around late October he picked up his rental car at a Budget counter in Oslo and returned it in the same city in early November.
What happened started right at pickup. The counter handed him a black Lexus instead of the booked model group. After he drove out for a short distance the mudguard became loose. He drove back to the store at once. The staff checked the car and admitted the issue was on the vehicle side. They switched him to another car which was a white Lexus so he could continue the trip.
The dispute came later. Budget damage team sent a message saying there would be a damage fee for the first black car. Later the same day they sent another note asking to ignore that charge. Even so the fee was still taken from the customer and it was 4340 NOK. He then contacted QEEQ to ask for the money back.
After the request came in QEEQ first checked the booking details and the pickup change record. Then the support team asked the rental company to provide the charge reason and to confirm the second message that said the notice should be ignored. When the reply was slow QEEQ followed up again and asked the damage team to review the case based on the store switch and the staff statement. At the same time QEEQ explained to the customer what documents to keep and what to expect if he used his bank chargeback route.
In the end the customer confirmed his bank chargeback was approved. The disputed amount was returned and he did not need to pay for a problem caused by the first car. The trip impact stayed limited because the car was replaced on the spot and the fee was later reversed. A practical tip is to take clear photos and a short video at the counter and again right after leaving. If a swap happens ask the store to note it in writing and keep any emails that say a charge should be ignored.
Unexpected counter swaps and surprise damage emails can put travelers in a tough spot because the charge can land before the story is fully checked. This case shows a common pattern where a store admits a car issue but a later system charge still goes through. In similar situations QEEQ can help in real time with 24 7 Customer Service so travelers can quickly gather the right proof and get the rental company to confirm what happened while details are fresh. It also helps to use the QEEQ App so booking and support are in one place and key messages are easier to find during a trip. For travelers who want fewer surprises this kind of support is one reason to book the next rental through QEEQ.
