Accidents happen, but any vehicle damaged while in your care and custody is your responsibility. There are steps you can take to both protect yourself and make the process easier:
Control. Customers should never be allowed to enter your workspace, whether that is to provide help, supervise or participate in vehicle handling in some other way. Allowing a customer to enter your workspace poses serious safety risks to you, the customer, their vehicle and potentially others. You can be held liable for issues that arise throughout the service. Should customer behavior prevent you from doing your job correctly or to completion, alert Agero Dispatch immediately and mark the job as GOA or Unsuccessful. Be sure to include specific, detailed notes on what happened, as well as the name of the dispatcher, if you spoke to one live.
Waivers. 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.
Communication. Any pre-existing markings or damage should be identified to the customer and noted in detail on the invoice. Make sure to include specifics on where the damage is located on the vehicle. If your business has any of their own damage forms, those will be helpful to. If a customer is not present, please contact Agero to report the damage at 800-541-2262, option 1. You can also use the Agero JobAssist website to add notes to the job.
Pictures. Pictures make the damages review process quicker and can potentially protect you from fraudulent customer claims. We recommend taking at least four pictures of the vehicle from various angles at both the disablement location and drop-off location and uploading them to Swoop or your other dispatch app.
Inspections. During tow events, drivers should have the dealership or service facility inspect the vehicle and sign an acknowledgment of receipt when possible upon arriving at the tow-to destination.