What is the first step if a customer alleges the rental vehicle is defective?

When a customer alleges that a rental vehicle is defective, the proper and most responsible first step is to alert the risk manager and the vehicle repair manager. This action is crucial because it ensures that the concern is handled promptly and appropriately by the individuals responsible for managing risks related to vehicle safety and compliance.

By informing the risk manager, the organization can start to assess the legitimacy of the claim and determine if there are any underlying issues that need immediate attention. Notifying the vehicle repair manager also initiates the process of inspection and potential repairs, which is essential to maintaining the safety and reliability of the vehicle fleet. Properly addressing these allegations can help prevent accidents or further issues that could arise from a defective vehicle, thus protecting both the company and its customers.

In contrast, moving the vehicle to safety is important but is generally a subsequent step after assessing the claim's validity, especially if further investigation is warranted. Taking physical evidence to risk management might be necessary later in the process, but it is not the initial step when a complaint is made. Ignoring minor allegations is not appropriate because all customer concerns must be considered seriously to uphold safety standards and customer trust.