Suspensions

doc under construction

Suspending a members account pauses their ability to start trips and make reservations. The reasons we may suspend a member are:

1. Preventing future bad behavior by not allowing them to take more trips

2. Get a member to take an issue seriously without having to charge large fees to get their attention

3. Ensuring we’ve gathered full information from a member regarding a situation before allowing them to drive again

4. There is a large fee needed to be paid by a member and we need them to pay it or set up a payment plan

Scenarios

Billing Disputes

1. If member has issued a credit card dispute against a legitimate charge, try and contact the member for clarification. If they drop the dispute, their account can remain open.

   • If they’ve disputed a charge that we would have been able to refund if they’d asked, we can accept the dispute and they can remain a member. Let them know they must contact us first about billing issues in the future, or risk termination.

2. If we are unable to reach member about dispute of a legitimate charge, suspend their account.

   • Contact the member about the dispute and suspension and ask them to drop the charge. If we do not hear in 30 days, terminate.

3. If there is a dispute that is clearly due to fraudulent use of credit cards, terminate their account.

4. Account can be re-approved when the disputed charge is dismissed.

Hit and run reports

We take these seriously but must do some confirmation to ensure that the report is accurate before contacting members.

If reported by bystander or victim

1. Confirm details of hit and run with reporting party and make a ticket. Details we need:

   • Any photo and video they have of the incident (may not have)

   • All info that could identify the car – license plate, make and model, color, etc

   • Location of the incident

   • Time of the incident

   • Details of what happened

   • The reporting party’s name and phone number

2. Suspend member we believe was in the car at time of the report. Don’t follow up yet, as we need to confirm!

   • Ask a manager to confirm if the event is on camera

   • Check that location of hit-and-run matches a location the trip was on

   • Check that the time they were at location matches report

   • Make a ticket on the car for fleet to check for damages to the car that match report

3. If we feel confident that we’ve found the member and that they hit the car as claimed:

   • Is there any sign they attempted to contact the party they hit?
   • Is there any contact to HOURCAR about the incident?

   • Is this an out of character incident for an otherwise good member?

     • If so, follow up with member via phone or email to see if they have more details on the incident. Keep account suspended until we hear more. For example, if they left a note on a parked car, were being threatened by the other driver so felt unsafe to stop, or other things that change the situation, account may be able to be reapproved

4. If it is clear that this is an intentional hit and run and was not reported to us, terminate account of member.

If reported by member responsible

1. As long as they don’t leave the scene without leaving a note, this isn’t a hit and run yet, it’s a crash

   • Follow crash report procedures to collect info on other car

   • If member has hit parked car, tell them it’s required they leave a note on the car or it’s a hit and run, which is illegal

2. If member has already left the scene, suspend their account for investigation. Gather as much info on the incident as possible, and we’ll collect the facts to determine how to proceed with account.

If member was the victim

1. This is a crash report, follow crash report procedures.

   • Make sure to have them file a police report online or over the phone and submit to us. This is required for hit-and-run crashes.

Late Returns

See Ongoing Late Trips for process.