What happens if a renter experiences issues with my vehicle during a trip?
Despite all your efforts, renters may face issues with your vehicle during a trip!
To ensure a renter has a smooth and enjoyable experience, even when things do not go as planned, this guide aims to provide clear and easy steps on how to handle such situations.
💬 Prompt Communication
- Renters are encouraged to immediately contact you incase of any issue.
- Timely communication allows you to address the situation quickly and efficiently, reducing stress for both you and the renter.
- Ensure you are reachable at all reasonable times during a trip.
🔎 Evaluate the issue
- Understand the problem thoroughly. Determine if it's a minor issue, like a tire puncture, or a major issue, like a breakdown.
- Your response will depend on the severity of the problem.
- Renters should not attempt repairs without your explicit consent.
- You can consent to repair or maintenance at any of our contacts throughout the country here {
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🔧 Minor Issue
- For minor issues, you can advise the renter visit any of your repair contacts or our repair contacts throughout the country.
🛠️ Major Issue
- Instruct the renter to safely park the vehicle and turn it off. Advise them not to attempt major repairs themselves.
- Roadside Assistance: If your car is covered by a roadside assistance policy,
- Direct the renter to call the service. Provide them with all the necessary information (policy number and contact details) for safe transportation to a trusted mechanic.
- Call the service yourself, providing all relevant details for safe transportation to a trusted mechanic.
- Tow Service: If the vehicle cannot be repaired on the spot and needs towing,
- Coordinate with the renter to arrange a tow service for safe transportation to a trusted mechanic
- Replacement Vehicle: if available consider offering a replacement vehicle:
- Check for availability and inform the renter
- If the renter accepts the replacement vehicle, provide the replacement vehicle to the renter
- Vehicle Responsibility: As a host it is your responsibility to ensure insurance claims are properly made, and get the vehicle to the proper servicing shop.
- Roadside Assistance: If your car is covered by a roadside assistance policy,
📲 Contact Otto
- Please inform our customer support team here about any major issues as soon as possible.
- This helps us keep track of the situation, support you in resolving the issue, and potentially mediate in case of disputes.
💟 Post Incident Follow-up
- Once the issue is resolved, follow up with the renter to make sure everything is okay. This shows your commitment to their satisfaction and can help maintain a positive relationship despite the incident.