How do I handle damage fees?
When it comes to handling damage fees, it's important to follow a clear process to ensure a fair assessment and resolution.
Here's a guide to help you manage damage fees effectively:
📷 Document the Damage:
- Before and after each trip, document your vehicle's condition with clear, time-stamped photos. See the guide on inspecting your vehicle here.
- Use the photos taken before the trip as a reference to determine any new damage that occurred during the rental period.
🔎 Assess the Damage
- If you discover new damage, have it professionally assessed.
- Inform the renter about the damage, referring to the before and after photos.
- Obtain a comprehensive repair quote from our repair contacts or your preferred mechanic or repair shop.
📲 Contact the Renter:
- Reach out to the renter to discuss the damage and estimated repair costs.
- Be open and clear about the issue, providing them with the photos and repair quote.
💳 Request Payment
- If the renter agrees to cover the cost, you can request direct payment using a mutually agreed-upon method, such as a money transfer, bank deposit, or renters insurance.
🤝 Handle Disputes
- If the renter disputes the damage claim, provide them with all the necessary evidence, including photos and repair quotes.
- Maintain open communication and try to reach a mutually satisfactory solution.
🤝 Mediation
- In the event of a stalemate, consider mediation or legal advice.
- Keep all communication and documentation related to the dispute for reference during the process.
- Report any stalemates to Otto through customer support to help maintain a trustworthy community.
🔧 Repairs and Availability:
- Once payment is sorted out, proceed with the repairs.
- Block off your vehicle's availability during the repair period and open it up again once it's road-ready. See how to manage your vehicles availability in this guide.
⚠️Please note that Otto is not directly involved in damage payments between hosts and renters. We encourage everyone to act in good faith and mutual respect to build a community we all love