Who is responsible for costs once COOP Roadside Assistance is called?

Once our 24/7 Roadside Assistance service is utilized, either the Owner or Renter is charged for any necessary repairs.

Who is responsible for the costs incurred depends on several factors upon evaluation as listed below.

• The nature of the issue, including mechanical part failure/maintenance, or driver negligence.
• Photos and notes submitted by the driver/renter during the pre-trip inspection.‍ ‍
• Information provided by the service provider and the invoice.

Please be advised that we will not be able to determine cost responsibility if triage is not approved, and this evaluation must be completed before making a decision. COOP will not be held liable for any repair costs.

Incidents Owners may be responsible for:‍

Generally, issues that could be avoided with preventative maintenance are costs for which the vehicle’s Owner is responsible. This includes, but is not limited to: 

Mechanical parts failure, not caused by driver/renter, such as:

• ‍Dud headlight during a rental.
• ‍Immediate engine failure which occurs right after the rental pick-up. ‍
• Brake failure when carrying a payload within capacity without a road hazard.

‍Incidents Renters may be responsible for: ‍

Generally, Renters are responsible for covering the costs for all other issues while they’re responsible for the vehicle. This includes, but is not limited to:

• Damaged or flat tires, whether it is curbed, pierced, or otherwise made inoperable.
• Not following federal trucking safety standards or any violations of the terms of our contract.
• Misuse of the brakes or engine.
• Driver negligence or driver-caused incidents.
• Refilling required fluids, such as fuel and the DEF.
• Mixed-up fluids, such as when diesel fuel and the DEF are switched.
• Lockouts when the driver needs a locksmith.
• Towing a vehicle when it is stuck and unable to reach its destination.‍
• Derate caused by lack of regen.

As a Renter, be sure to reject a vehicle that isn’t in working condition and that the driver knows it is their responsibility to conduct a pre-trip inspection. Incidents are always unfortunate, but doing a thorough pre-trip inspection is important to confirm the vehicle has been properly maintained and is road ready.

If you’re already a registered user with the COOP platform and need help with an incident after a rental, you can create a ticket and contact our team through the Support Center.

For additional questions about coverage, contact our team here. Our team is available to help, and you can typically expect a response within 1-3 business days or sooner. 

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