At RVezy, we prioritize the safety and convenience of our users, which is why we offer comprehensive roadside assistance as part of all insurance packages. This article will explain how RVezy's roadside assistance works and how it benefits both hosts and guests during the rental period.
A booking on RVezy can get support for a variety of situations you may encounter while renting an RV, such as breakdowns and roadside issues. RVezy's roadside assistance covers the RV during the full duration of the rental period. We partner with Access Roadside Assistance to provide service 24/7 in these events.
Coverage and Exclusions
Roadside service coverage is included in the guest's protection plan, and coverage varies based on the selected plan. Service timeline may vary depending on the guest's location and availability of service providers in the area.
RVezy's roadside assistance will not cover any incident where the RV is still drivable. The coverage only applies when the RV is stranded and deemed inoperable. If the RV is still drivable, you can continue with your trip. Once you've returned the RV to the host, you can complete the return inspection together, documenting the damages incurred. The host will then have to open an insurance claim on the booking.
If Access Roadside determines the service required is not covered under the guest’s protection plan, the service may still be rendered at the guest’s expense.
Please be aware of certain coverage exceptions in the following scenarios:
- Flat tires: Roadside assistance covers the cost of one replacement tire up to the amount set in your selected protection plan. Certain plans do not cover tire replacement.
- Windshields: Roadside assistance does not cover windshield fixes or repairs.
- Accommodation or cab fare over the offered amounts is not covered by roadside assistance. Any alternate arrangements that are not included in the roadside assistance coverage will also not be covered (for example, trains, U-hauls, etc.)
- Prohibited travel areas: If the guest is travelling in any of the restricted travel areas while a roadside incident occurs, the roadside assistance coverage will be void.
What procedure should be followed if the RV breaks down during the trip?
As a guest, please follow these steps in the event of an RV breakdown:
- Ensure the RV and anyone involved is off the road and in a safe location.
- Contact the host to report the issue and potentially receive troubleshooting support.
- If the host is unable to assist, call Access Roadside at 1-866-227-2213. They will assess your situation and connect with a local vendor who will be dispatched to help. If the repair cannot be performed on the spot (tire change, battery boost etc…), the RV will need to be towed to the closest garage.
- Remain with the vehicle until repairs are complete. You should notify RVezy and the host before leaving the RV at the nearest garage or making any repairs. It is prohibited to leave/abandon the RV without the express permission of your host and RVezy.
* Take photos of any damage and record the date, time and location of the incident in writing. You can use the RVezy chat to ensure all parties have access to this information.
** For some collisions, you may need to file a police report and exchange contact information (driver's license number, name, phone number, etc.) with the third party involved.
***Guest are not permitted to complete their own repairs. To qualify for insurance coverage and/or applicable reimbursements, guests must contact Access Roadside to report an incident and find repair services.
Per section 4.2 of the terms of service, guests are responsible for the safe return of the RV to its host. You are expected to wait a reasonable amount of time for the repairs to be completed, which generally means a minimum of 48 hours, but can vary depending on factors such as the remaining length of the booking and your itinerary. It's essential to contact RVezy at 1 (855) 697-8399 for guidance in such situations.
As a host, when a guest reports a roadside incident, take the following steps:
- Attempt to troubleshoot with the guest, as some breakdowns may result from user error .
- If troubleshooting is unsuccessful, instruct the guest to contact Access Roadside at 1-866-227-2213. As the host, be prepared to wait for Access Roadside to assess and potentially tow the RV to a repair shop.
- Maintain open communication with the guest throughout the process to stay informed of the situation and provide any necessary support.
Who Is Responsible for the Cost of Repairs?
Responsibility for repair costs depends on the cause of the breakdown:
- If the breakdown is due to mechanical failure or wear and tear, the host is responsible for repair costs and retrieving the RV.
- If caused by the guest's actions, the guest must cover repair costs and any expenses for the host to retrieve the RV.
The repair shop will determine the cause and provide a report after inspection. Guests should keep RVezy and the host informed about next steps.
Who Is Responsible for Retrieving the RV if It Breaks Down?
The responsibility for retrieving the RV after a breakdown depends on several factors:
If repairs take longer than the guest’s trip:
- If the guest is at-fault: The guest pays for repairs, the host’s retrieval costs, and covers their own transportation back home. No reimbursement for unused days unless the guest has chosen the Premium Protection Plan.
- If the host is at-fault: The guest covers their own transportation back home. The host pays for repairs and retrieves the RV. The host also reimburses the guest for any unused days caused by the breakdown, as per section 4.4 of the Terms of Service.
If repairs occur in the middle of the trip:
- The guest may arrange a replacement vehicle to continue their trip and later return and retrieve the RV. If unable to retrieve the RV, the guest may be responsible for the host’s retrieval costs, based on the responsibilities outlined above.
- If no replacement can be found, the guest must wait a reasonable amount of time for the repairs to be complete, and can resume their trip once the RV is ready.
In any case, the guest must notify RVezy and the host regarding next steps before leaving the RV or making other arrangements.
Breakdown During Delivery
If a host is delivering their RV to a guest and requires assistance due to a breakdown or roadside issue, they can contact Access Roadside and benefit from RVezy's roadside assistance coverage. RVezy's standard protocol is to tow the RV to the garage closest to the area where the breakdown occurred. Hosts should call RVezy for guidance in these situations.
Payments and Reimbursements
Guests will never be asked to provide payment upfront for services provided exclusively by Access Roadside Assistance. However, depending on the level of coverage, guests may be held responsible for certain costs, and will be contacted by RVezy once the invoice has been received and reviewed.
Guests will need to pay for any applicable accommodations (taxi, hotels, meals) upfront, and if applicable, submit their expenses via email to roadside@rvezy.com.
If a repair payment is necessary to continue the trip, the guest or host may need to make the initial payment. Reimbursement will be based on the breakdown's cause as assessed during the insurance claim process and/or post-trip review.
The guest may be entitled to a partial refund depending on the circumstances of the breakdown. If the guest is found at fault, the guest will not be reimbursed for any unused days and will be responsible for both the cost of repairs and the costs incurred by the host to retrieve their RV. If the guest is not at fault, the guest will be reimbursed for the unused days as per section 4.4 of the terms of service.