Vehicle Damage & Claims Policy

This Policy forms part of the Terms of Service & Towing Service Agreement (the “Terms”). It describes how the condition of vehicles is documented and how claims of damage alleged to have occurred while a vehicle was in the care, custody and control of CarrierElite, LLC (“CarrierElite”) are reported and resolved.

1. Documentation of condition

1.1 Before loading, our driver may walk around the Vehicle and photograph its exterior, wheels and visible undercarriage, and may note existing damage, missing parts and warning lights. You or your representative are encouraged to be present and to point out any existing damage.

1.2 At delivery, you or the receiving party should inspect the Vehicle in the driver’s presence and note any claimed damage on the delivery record or in a message to dispatch before the driver leaves. Photographs taken at pickup and delivery form part of the job record and may be relied upon in evaluating any claim.

2. Notice of claim

2.1 Any claim of damage must be reported to CarrierElite in writing at admin@carrierelite.com within forty-eight (48) hours after delivery of the Vehicle, and must include the reference number, a description of the damage, and dated photographs.

2.2 You must give CarrierElite and its insurer a reasonable opportunity to inspect the Vehicle before any repair is undertaken, except for emergency repairs necessary for safety. Claims that are not reported within the period in Section 2.1, or for which inspection is not permitted, may be denied to the extent the delay or lack of inspection prevents CarrierElite from determining the cause or extent of the damage.

2.3 Any lawsuit is subject to the dispute-resolution provisions and the one-year limitation period in Section 19 of the Terms.

3. Exclusions

Consistent with Section 8 of the Terms, CarrierElite is not responsible for:

• damage that existed before pickup, whether or not noted, including damage shown in pickup photographs;
• mechanical, electrical, electronic, transmission, drivetrain or battery failure, including of electric and hybrid vehicles, not caused by our handling;
• damage to loose, worn, rusted, corroded, previously damaged, aftermarket, or improperly installed parts, including body kits, spoilers, lowered suspensions and ground-effects;
• damage arising from inaccurate or incomplete information about the Vehicle, including undisclosed all-wheel drive, locked wheels, low clearance or modifications;
• damage that is an unavoidable consequence of a recovery you authorized from a ditch, embankment, collision scene, flood, garage, confined space or other difficult location;
• tire, wheel and suspension damage on vehicles that do not roll or steer, where dollies or skates are required;
• glass damage caused by temperature change or pre-existing chips and cracks;
• personal property, cargo and contents of the Vehicle; and
• loss of use, rental vehicles, diminution in value and any other indirect or consequential loss, as provided in Section 12 of the Terms.

4. Investigation and resolution

4.1 We will acknowledge a properly submitted claim within three (3) business days and will review the job record, photographs and inspection findings, and may refer the claim to our insurer.

4.2 If CarrierElite determines that it is responsible for the damage, it may, at its option, (a) arrange repair at a licensed repair facility of its choosing, (b) reimburse the reasonable cost of repair based on a written estimate from a licensed repair facility, or (c) where the Vehicle is a total loss, pay its actual cash value, in each case subject to the limitations in Section 12 of the Terms.

4.3 Any payment is conditioned upon your execution of a release of the claim. Nothing in this Policy excludes or limits liability that cannot be excluded or limited under applicable law.

5. Contact

Claims: admin@carrierelite.com · (571) 650-7576