Auto Triage Vehicle Issue Resolution Policy

At Auto Triage, we are committed to ensuring that your rental experience is as smooth and trouble-free as possible. If you encounter any issues with your vehicle during your rental, please follow the steps outlined below to resolve the situation quickly and efficiently.

1. Reporting a Vehicle Issue:

If you experience any problems with the vehicle (e.g., mechanical malfunction, flat tire, warning lights, etc.), please contact our 24/7 Customer Support team immediately. You can reach us through the following methods:

  • Phone: Call our customer support hotline at 876 372-1156.
  • Email: Send a detailed description of the issue to autotriageltd@gmail.com.
  • Online Chat: If you have our Auto Triage chat feature enabled, you can report the issue directly throug​h via the chat for a faster response.

Be ready to provide:

  • Your reservation number.
  • The make and model of the vehicle.
  • A detailed description of the issue you're experiencing.

2. What Happens After Reporting the Issue?

Once you report the issue, our team will:

  • Assess the problem: Depending on the nature of the issue, we may provide troubleshooting advice or dispatch a roadside assistance team if necessary.
  • Repair or Replace: If the issue is a mechanical failure and cannot be resolved remotely, we will arrange for a replacement vehicle or repair, depending on the circumstances.
    • Minor Repairs: If the issue is minor and can be fixed quickly, we may arrange for the issue to be resolved while you wait.
    • Major Issues: If the vehicle is deemed undriveable or unsafe, we will offer you a replacement vehicle at no additional charge. If no vehicles are available in the immediate area, we will assist with finding alternative transportation options and a prorated charge. 

3. Liability and Costs:

  • No Fault to You: If the vehicle’s issue is determined to be due to a mechanical failure or manufacturer defect, Auto Triage will cover all repair or replacement costs and there will be no charge to you.
  • Renter Responsibility: If the issue is caused by user error or negligence (e.g., improper fuel, damage caused by accidents, or failure to report an issue), the renter may be responsible for repair costs, and additional fees may apply.
  • Accidents and Insurance: If the vehicle is damaged due to an accident, please follow the same steps for reporting the issue. You will be responsible for the damage costs depending on your insurance coverage and the situation.

4. Extended Rental Due to Vehicle Issues:

In rare cases, if the repair or replacement of the vehicle requires an extended period, Auto Triage will:

  • Offer an extension of your rental at no additional cost until the issue is resolved, or
  • Provide a replacement vehicle of equal or higher value.

5. What If the Vehicle Issue Affects My Travel Plans?

We understand that vehicle issues can be disruptive, especially if they affect your travel plans. If the issue significantly impacts your trip, we may offer:

  • A partial refund or discount for the inconvenience, based on the length of the delay or the nature of the issue.
  • Alternative transportation (e.g., Uber, InDrive, or taxi) if a replacement vehicle cannot be provided immediately.

6. How to Avoid Issues:

To minimize the risk of vehicle issues:

  • Inspect the vehicle before driving off: Check the fuel level, tires, lights, and condition of the car to ensure it’s in good shape.
  • Follow the guidelines for vehicle use and maintenance during your rental period (e.g., fuel type, speed limits, etc.).
  • Report any concerns immediately: If you notice something unusual while driving (strange noises, vibrations, dashboard alerts), let us know as soon as possible to prevent further issues.