Damaged Equipment Procedure ============================ **If a piece of equipment is returned damaged and the customer refuses paying for damage that is "not covered" under our Damage Waiver Policy: (use this form as a check list)** 1) ___ Immediately, upon inspection of equipment and noticing Damaged: Investigate the situation fully, determining not only equipment damage but also investigate and determine if there is also any property damage and/or personal injuries. 2) ___ Notify the Fleet Manager of the incident verbally (immediately) following up with an email notification. Copy upper management (President, Controller, and VP of Operations) of the situation as well. 3) ___ **If property damage or personal injury took place make a job site visit.** Conduct an inspection and make notes of conditions at the job site conditions and take appropriate pictures. The Fleet Manager, Safety Manager, and/or Vice President of Operation may want to accompany you. 4) ___ Complete an Incident Report ( :download:`Incident Report Equipment Damage ` ). Take good pictures of the equipment damage, and send a copy of these along with a copy of the original contract and service tag to the to the Fleet Manager for his input. (The Fleet Manager will have the final say on whether or not Damage Waiver coverage applies.) 5a) ___ If the Fleet Manager determines that Damage Waiver “DOES NOT COVER” the damage, get customer’s email address first for future communications and inform customer he is responsible to pay for the repair. If the customer is responsible, the Store Manager must update the incident report to state this and notify Accounts Receivable by sending a copy of the updated incident report. 5b) ___ If the Fleet Manager determines that Damage Waiver DOES cover the damage, the Store Manager needs to add a F8 note to the customer’s account. (We will see if this becomes a pattern with this customer.) 6) ___ Accounts Receivable will enter a F8 note to the account summarizing the problem and put a hold on the account, unless upper management waives this step. With the hold on his account, the customer cannot run to another branch store to pick up other equipment until this situation is settled. 7) ___ Open a "Customer Work Order" for the repair. Then cross reference the **WO #** on the Original Rental Contract with a description of what had happened. 8) ___ On the Work Order (in a Customer Segment) enter a note to reference the Original Rental Contract # on it and also include a description of what happened. Update these notes on a regular basis if additional communications takes place with the customer. Record what was communicated to and from customer. 9) ___ When instructed to do so by the Fleet Manager, stop the rental, close out the rental contract, and transfer the remaining deposit funds to the new Work Order. Once closed out, package up ALL original documents and “SECURELY” send them to the corporate main office. The main office will keep track of all “Originals” until things are settled. Once things are settled, they will be filed away with other Original Contracts. 10) ___ Attach copies of the following to the new Work Order: Pictures (equipment damage - and if applicable the job site), the “ORIGINAL SIGNED CONTRACT", the Service Tag, the Customer's ID, the full size Credit Card swiped slip, small “signed” Credit Card Receipts, and the completed Incident Report. 11) ___ Put the damaged item in repair shop status with appropriate information noted on it 12) ___ Work with the Fleet Manager, communicate with repairer mechanics regarding what they need to know about the situation. 13) ___ Move/Transfer the damaged item (if possible to the Corporate Repair Facility as designated by the Fleet Manager. 14) ___ Repair parts are to be requested and ordered immediately (within 24 hours). 15) ___ Parts pricing and estimated labor are to be added to the work order as soon as these are determined. Purchasing will add the ordered parts and prices to the Work Order and the Fleet Manager will add the cost of Labor to the Work Order. (ALL DAMAGE WILL BE BILLED TO THE CUSTOMER THROUGH THE WORK ORDER) 16) ___ Contact the customer and inform him of the amount he owes **WITHIN 24 HOURS** of the return. 17) ___ If the money can be collected immediately, that is great. Close out the work order and mark it paid. 18a)___ If the damage is paid for, notify A/R so the block can be taken off of the account(s) 18b)___ If the balance due cannot be collected immediately, close out the work order using up any remaining deposit on hand and try to collect the balance due with the credit card information on hand from the original rental transaction. 19) ___ If the money cannot be collected this way, notify upper management who will contact the customer, again explaining the balance due, and that Damage Waiver does not apply if the items was abused, misused, or neglected. 20) ___ If the customer still refuses to pay, upper management will notify A/R that we can't collect and the situation will be turned over to Collections. 21) ___ A/R will work with the collection agency and complete a "Hot Sheet" form which will be processed through appropriate channels. Call the Fleet Manager if you have any questions at to this procedure.