Hertz
When a renter comes to renew, what are the top three things you check?
*Check Tom or XD tool account.
*Is it time to renew?
*20 ride and outstanding balance check.
What is the first thing you check when a renter needs a renewal?
Check XD tool and if account is in good standing, check mileage on fleet manager for oil change thresh-hold.
Long time existing Driver came with a failed ID verification. They claim they have not received any email regarding this?
Inform the applicant they are not able to drive with Lyft because their identity cannot be identified.
-If you're still interested in driving for Lyft after 6 months, you can contact us by email and we'll attempt to validate your information again.-
Send them comms using macro "ID verification failed."
Use Compass for step by step.
“Failure in dependent service”
This error message comes up when 9/10 the VIN number is incorrect in Hertz system. Also on a limited basis the plates, or other details could be wrong.
Resolution:
Confirm Hertz has corrected vin or other possible errors in their system and try to start contract again.
What is Erik's car make, model & year?
2016 Mazda, Mazda6
Renter needs to swap. What are some of the reasons one could swap rental?
1...It's a wholesale.
2...Pepboys could not fix and need to swap.
3...Car has an open recall.
4...No registration for rental at time of visit.
4...Renter drops off car and gets a reservation for a different day pickup.
Renter is saying they are getting messages to return but they just renewed two weeks ago and they have paid rental on time. What's the first step to figure out what could be wrong?
Check fleet manager for maintenance and registration. If nothing looks out of place, check the Wizard (AVIS system).
Existing driver has an expired Driver's License, they want to continue driving with Lyft. What steps do you take next?
Have driver upload new Driver's license. Run a DMV check on Tom and refresh, once it passes. Driver is good to go.
“Does not match the user’s Driver’s License number”
This code means there is a discrepancy with the Driver’s license number.
Resolution:
One way to solve it, is to go into ground Tom. Open “Vehicles & Docs”, click on “Driver’s license” and in the
“Driver license number” area, you can delete spaces or “-” that may be separating numbers. Click save.
Now refresh XD tool, try to start contract and it should go through this time.
What is Inez's favorite drink from Starbucks?
Double shot of espresso over ice.
Which Chime card is accepted by Hertz?
They are both acceptable cards per Hertz management.
Renter came to the rental location, and the rental fee was paid on time. They ask, "why am I being charged $250 extra?"
Check Tom notes and summary statement for damage fee. Those fees come to renters on Tuesday's of the week after they were charged.
Pay issue.
Driver was charged for a full week, but Hertz Closed him out on the previous Friday. What steps do you take to correct this?
Confirm Hertz closed out on Friday and fill out a credit form for date discrepancy. If it's urgent, make sure to post on slack.
“Unable to price - no rate qualifies”
This happens one week prior to a holiday.
It appears to be a recurring issue around holidays.
Resolution:
The workaround is to create a reservation for the next day.
What is Jose Alvarez's favorite Mexican dish?
Carne asada tacos.
Renter has closed the contract and is coming back to dispute his deposit not being returned. It is not appearing in his summary statement. Renter started renting on 04/17/2019.
How do you check when his contract was closed on 01/13/2020?
Go to Ground control Tom, on "User charges' ', make sure the calendar goes back to 04/16/2019. The original deposit information should appear including when it was refunded and to what card.
Renter came in to get preventative maintenance. Mechanics say they have to swap due to broken windshield. We can swap the same day, what is one thing you do before closing a contract?
Create another reservation, so when the $250 windshield charge goes through, it will not take the deposit on file.
Pay issue.
Renter had vehicle towed on Thursday 02/06/2020 and came to XD location on Monday 02/10/2020 to close contract but Hertz did not have possession of rental. Renter came two weeks later to dispute charges. If Hertz closed contract Thursday 02/13/2020 and Lyft closed on 02/13/2020. How much needs to be adjusted?
No adjustments needed. All charges are valid.
“Not eligible to rent vehicle- missing documents”
This happens when the driver needs to complete the RAINN mandatory safety training.
Resolution:
Have driver go on driver app and complete Safety training tutorials before continuing with Lyft.
What is Matt's favorite lunch dish?
Guatemalan chicken.
Renter question:
I got into an accident while I was online, I am renting with AVIS. The other driver is a Lyft driver, renting from Elston Hertz location. That driver was offline. How is the insurance handled for both drivers?
First driver needs to report accident on Lyft driver app. Progresive will cover it and follow with claims dep. in email.
Second driver needs to go to Elston Hertz location and fill out a Hertz VIR.
Renter came to close contract, but account was deleted before we could close contract on ABG. Can we rent that vehicle right away?
No, there is an open rental agreement on that rental. That RA needs to get closed first. Escalate to @Murph, or Inez on XD-ABG ops so they can close it.
New renter:
Unable to start XD contract due to having "Pax disable" on Lyft account.
T&S is not involved and has no chargebacks. How do we proceed to start driver on XD?
Post TOM and question on #Riskops only if is states "fraud or chargebacks" in ground TOM. Ask for assistance on reactivating driver due to their "pax disabled" status.
Other than that, post on #midwest_field_support and see if they can be reactivated.
“Hertz dash api failed”
This happens when experiencing latency on Hertz rental starts. Basically Hertz is not communicating
(HERTZ- OUTAGE) with XD tool. At times you can continue to try to start and it may start the contract. If not, check #XD-ops, if not yet posted, post with screenshot. Do not start a new thread if already posted!
Resolution:
Wait for update, It will be posted when ATA is found and problem resolved. Again please do not repost same issue-Per #xd-ops ensure channel clear and clutter-free.
What is Courtney Graham's favorite Mexican dish?
Chicken chilaquiles.