Can client demand for a rented vehicle?

[Nakwila]

Hallo Forum,

We are operating a fuel station business. Scenario: A fuel attendant filled a customer car with the wrong type of fuel i.e dispensed unleaded 95 into a diesel van. Unknowingly, the customer drove off. The customer's car started malfunctioning and upon investigating it was discovered that wrong fuel was put into his tank.

My question is, Can the client legally demand for a rented vehicle from the business whilst his vehicle is being repaired? Because an insurance claim process takes quite sometime.

Many thanks.

[Dave A]

You need to take care not to prejudice your insurer.
The customer claims against the business and the business refers the claim to its insurers who engage with the client on the business's behalf.

I suggest you refer the claim for a rented vehicle to your insurer.

[HR Solutions]

I think you need to do the right thing considering it is your fault and you are causing him inconvenience .

[Didditmiself]

I think you need to do the right thing considering it is your fault and you are causing him inconvenience .

But in Gauteng there are signs at most filling stations that warn customers to make sure that they get the fuel that they asked for otherwise the Management will not be responsible. Obviously in Namibia that caveat does not apply.

[IanF]

Hi Nakwila
One way to look at this what would you expect to happen if you were the customer?
If it is a rental car then do that, then you should be able to live with the decision.

[AndyD]

All fuel retailers in SA have set proceedures in place for this. It's a common issue and it's known as cocktailing (mixing of different fuels) and as Dave suggests if for some reason there aren't protocols already in place I'd speak to your insurers.

[Nakwila]

Thank you guys. Will consult insurer. It wil be interesting though, to look at the procedures set by your country's fuel retailers.
Dave, yes had I been the client I would definitely demand for a car to use in the interim!
Good to have is also having the warning signs, as Didditmiself indicated.

Again, thank you lads!

[HR Solutions]

Dave, yes had I been the client I would definitely demand for a car to use in the interim!

I think there is your answer - give your client what you would want. It certainly would improve customer relations and you will have a client for life.

i think all the suggestions about consulting with insurance is beating around the bush and trying to avoid something which really would not cost a lot from your side.

PS You posted this on the 9th - what has happening for the last 4 days ? Surely the car would be drained and sorted by now ? Now it is almost too late to give this guy a car.

[Dave A]

i think all the suggestions about consulting with insurance is beating around the bush and trying to avoid something which really would not cost a lot from your side.

Incorrect. If you prejudice your insurer, they may repudiate the entire claim - which will leave the business footing the bill for everything.

[HR Solutions]

Offering to pay for a rented vehicle does not prejudice anything.