Frequently Asked Questions
Q: Who are Hertz Accident Support?
A: We are a vehicle replacement & repair company based at 35 Blackmoor Road, Ebblake Industrial Estate, Verwood Dorset BH31 6YS but our registered office is at 11 Vine Street, Uxbridge, UB8 1QE and our company registration number is 7104609. We are instructed to supply a replacement vehicle for you to use whilst yours is off the road being repaired following your recent accident. We will attempt to recover the costs for this back from the insurers of the at fault driver.
Q: What are the costs included?
A: The daily rate of the hire vehicle is inclusive of the hire agreement, and this varies according to the specific vehicle that has been provided to you. In the event of negligence or breach of your rental agreement you may be liable for the full cost of any damage incurred to the vehicle. Charges will vary according to the damage incurred and the vehicle provided.
Q: When do I have to pay?
A: Whilst the charges accrued will be held in your name, Hertz Accident Support will pursue the insurance company of the third party driver to recover our costs. In the event that you have deliberately misled Hertz with the information you have provided, you would be liable for our charges. Please note that this doesn’t relate to any damage or other charges incurred as per the above statement.
Q: What should I do if I have an accident in the hire vehicle?
A: If you have an accident in the hire vehicle you will need to:
-Call emergency services if required or the road is obstructed.
-If OK to do so pull over to a safe stopping place to exchange details of any other parties involved.
-Take the name, address, telephone number, registration number, and if possible insurance details, for any other party involved in the accident.
-If the hire vehicle is recovered by police or a recovery agent if possible please take details of where the vehicle has been moved to & then Contact Hertz on 01202 811949 to notify us of the accident.
Q: What happens if the hire vehicle breaks down?
A: All of our vehicles are covered with breakdown assistance. If the hire vehicle breaks down please call us on 01202 811949 and advise us of the problem. We will then be able to advise you of who the cover is with and how to contact the provider.
Q: What should I do if the windscreen/window gets smashed or gets cracked?
A: Contact us on 01202 811949 and let us know what has happened and we will be able to put you in touch with our glass provider.
Q: Is there a mileage limit on the hire vehicle?
A: No. All of our vehicles come with unlimited mileage.
Q: How much petrol will the hire vehicle be delivered with?
A: Normally the vehicle is delivered with a full tank. We request the vehicle is returned with the same amount of fuel you sign for it with. If a vehicle is collected with less fuel than when it was delivered, then you may become liable for the fuel charges.
Q: Will I be reimbursed for any excess fuel I return the hire vehicle with?
A: No we do not offer refunds for excess fuel. Please return the vehicle with the same amount of fuel as you sign for it with.
Q: What happens when I need to return the vehicle to you?
A: We will come and collect the vehicle from you from a location convenient to you. We may contact you if we have been notified by your garage or insurance company you no longer need the car and arrange collection. We ask that you contact us as soon as you can once you know you no longer need our hire vehicle and we will make collection arrangements with you.
Q: How long am I responsible for the hire vehicle for once I notify you it needs collecting?
A: You’re responsible for the vehicle for 48 working hours from when you notify us of a collection.
Q: Will I have to pay the excess on the hire vehicle if it is returned to you with damage?
A: If the vehicle is returned to us with damage we will contact you by phone or post to advise you of any payments due. If the damage was not your fault and the party at fault has been identified we will advise you of how we will process the claim.
Q: How long can I keep the hire vehicle for?
A: Provided the claim is settled within the usual terms and conditions of the credit hire agreement you can keep the hire vehicle until your own vehicle is repaired, or if your vehicle is a total loss you can keep the vehicle for 7 days from the date you receive your cheque. However, please contact us as soon as you no longer require it.
Q: I need to take the hire vehicle abroad; do I need to take any documentation with me?
A: Yes we will need to issue you with a VE103B form which you will need to carry with you at all times using our vehicle abroad. This form proves we have hired the vehicle to you. We will need to know which country you are visiting and the dates you will be travelling to and from. The hire vehicle is covered only for use in EU countries.
Q: What are your opening hours?
A: Our opening hours are 8.30am-6pm Monday-Friday and 9am-1pm on Saturday. We operate a 24hour emergency and message service 365days a year.
Q: Do I have to pay for any congestion charges/toll roads/parking tickets when I have the hire vehicle?
A: Yes, whilst you have the hire vehicle you are responsible for these costs and an administration fee of £50.00 + VAT
Q: Are my belongings covered through the insurance if they are left in the hire vehicle?
No – the Hertz insurance policy does not cover personal belongings left in the car.
Q: Can I cancel the contract?
A: Yes – you have 14 days to cancel after requesting that the services be performed. However if you request that we perform the services before the end of this 14 day period the cancellation right no longer applies and you may become liable for a reasonable amount of hire.
On-going Claim: 01202 811989
Hire Vehicle Damage: 01202 811949
Traffic Offences: 01202 811995
Breakdown: 01202 811949
Collection of Hire Vehicle: 01202 811989