Toronto to Quebec

Terrible experience, really terrible... We booked a car in Toronto while in China, with a return in Quebec, an 8-day trip. We arrived at the designated pick-up spot about an hour early. There were two drivers in our group... and each of us was told our documents were inadequate. One didn't have a Chinese driver's license, which was understandable, but the other was rejected because the photo was not satisfactory. Communication was difficult in a foreign country... we had no other choice. However, under the same conditions, we immediately rented a car from Hertz next door. Because the pick-up spot was in an underground garage, the signal was poor, and communication took longer than our pick-up time window, resulting in order cancellation. We contacted customer service to explain the situation... but now they are saying our prepayment is non-refundable. Can this kind of special situation be handled differently? Charging some fees would be acceptable... In the future, please make sure to plan well for pick-up and return times, including any possible flight delays.