I’ve been notified of a damage complaint. Does this mean I’m being held responsible?
If our damages team reaches out to notify you that a customer has raised a damage complaint, this does not mean we are automatically holding you liable. Our team has an extensive process to review evidence and understand fault and sending in the items requested of you in a timely matter with help make this process quicker.
What information do you need from me?
If a damage complaint against your company is filed, our Damages team will reach out to you. You will have 72 hours to complete the requirements asked of you, which include:
- A statement on how the dispatch is being billed.
- A signed tow slip, if available, showing any pre-existing damage.
- Any photos/ videos taken at the disablement location.
- The Driver’s Questionnaire form completed, signed, and submitted back to us.
Making sure the information you provide is detailed and relevant to the case and the questions we are asking is very important.
What happens if I don’t provide this information?
If you fail to promptly resolve a damage incident, Agero may take action by debit, suspension, and/or termination of contract.
I sent you all the info you asked for. Why hasn’t a resolution been reached?
Often in these situations, we are waiting on support documentation from the customer that has filed the complaint. Without this information, we are unable to move forward. The customer has up to a year to deliver these materials.
We realize this is a frustration point and we are working as hard as possible to get the right information from customers to ensure we can make a liability decision based on the appropriate evidence.
I had my customer sign a liability waiver. Doesn’t this protect me from damage responsibility?
In no way does any liability wavier signed by the customer automatically release you from liability due to negligence; however, we may take it into consideration during the review process.
How do I contact you?
If you need to notify or contact the team, please email damageteam@agero.com.