Claims, Account Banned, Damage to Vehicle

Sometimes its best to let the customer know they should submit their request via email so the correct department can get back to them. Here are some examples of when to do so.

A customer calls in about a claim that has been filed against their insurance

Let the customer know they will need to submit their information to us via email to support@fetchtruck.com so we can get back to them with more detail. They should include any details they have about the claim.

Never release information about a renter, incident, or collision to someone over the phone.

A customer asks why they can't access their account, you find that the account status is Banned

Let the customer know their account is currently under extended review which is why they are unable to access it. For more information about their account status, they can submit a request via email to account-support@fetchtruck.com so we can get back to them with more detail.

Never release information to the customer about why the account is banned over the phone as it may cause them to become disgruntled. All Inquiries should be directed to account-support@fetchtruck.com.

A Customer calls in reporting their rental vehicle has been damaged and it wasn't their fault

First, follow the process in the Incidents or Collisions section. Never promise the renter they will be refunded or reimbursed for any charges. If they are asking if they will be refunded or reimbursed, let them know the billing department will do a full review of all charges associated with the rental and damage to the vehicle.