What Should You Do in Case of Rental Car Accident? + more
What if my keys or documents are lost or stolen?
Report the theft or loss to the nearest police station as soon as possible, where you will receive a confirmation of the incident, which you need to hand over to our staff once you return the car. Also, please inform our technical service about the incident within 24 hours of the event by e-mail: firstname.lastname@example.org or by phone: +382 69 269 000.
What if I can't unlock the car?
If you cannot lock the car, check if the key has mechanical damages to it or if it has been affected by moisture. If this is not the case, a faulty battery in the key is probably the problem or some other fault in the electronics. However, even if you have a mechanical or bluetooth key, you can lock the car as follows: carefully remove the plastic cap from the door handle next to the driver's seat and unlock the vehicle with the mechanical part of the key (located inside the socket for bluetooth keys). You need to hand over the plastic cap to our staff when returning the vehicle or return it to the intended place, after unlocking the car.
What if I can't lock the car?
If you cannot lock the car, check if the key has mechanical damages to it or if it has been affected by moisture. Also, make sure that the ignition is on, and that all doors are closed. If this is not the case, a faulty battery in the key is probably the problem or some other fault in the electronics. However, even if you have a mechanical or bluetooth key, you can lock the car as follows: carefully remove the plastic cap from the door handle next to the driver's seat and lock the vehicle with the mechanical part of the key (located inside the socket for bluetooth keys). You need to hand over the plastic cap to our staff when returning the vehicle or return it to the intended place, after locking the car. Additional tips:
If the rented car has a bluetooth key, do not keep the key receiver near devices such as mobile phones, laptops, tablets, etc. Their presence, due to strong electromagnetic radiation, near the key receiver can interfere with the signal and prevent the key from working properly.Regardless of the type of key, never lock the car if one of the passengers is inside the car.Never leave the key receiver inside the vehicle, as this may result in inadvertent locking.
What if I can't start the engine?
If you cannot start the car, you should follow these steps:
If you have a mechanical key, unlock the steering wheel by moving it left and right until you turn on the ignition; if you have a bluetooth key, move the key case away from devices such as mobile phones, laptops, tablets, etc. The Bluetooth key must be inside the vehicle and all doors closed. If the transmission is automatic, close all doors, press the brake pedal (the gearbox must be in the P or N position when starting the engine), turn the key over the resistance point or press the START button (options vary depending on the car's equipment).
If the transmission is robotic, close all doors, press and hold the brake pedal (the gearbox must be in the P or N position when starting the engine), turn the key over the resistance point or press the START button (options vary depending on car's equipment). If the gearbox is manual, close all doors, press and hold the clutch pedal fully, set the gearbox to neutral, turn the key over the resistance point or press the START button (options vary depending on the car's equipment).If the vehicle's engine still does not start after the action has been taken, and the instrument panel ignition does not turn on, you probably cannot start the car due to a malfunction. Check for a message that may appear on the instrument panel or center display. Also, make sure that you leave the headlights, radio, lights, etc. on, because they can drain the battery and prevent the car from starting. If you have left any of the electrical consumers on, try to start the car using the ignition cables. For your own safety, but also for possible damage to the engine, do not attempt to start the car by pushing or releasing downhill, nor by changing the gears or abruptly releasing the clutch. If you still cannot start the engine after this, contact our technical service at: +382 69 269 000
What if I can't release the hand brake?
If the hand brake on the car is mechanical, to release it more easily, always keep your foot on the brake when releasing the hand brake. Raise the hand brake slightly and press the switch to the end. This will make it easier to release the hand brake.If the hand brake on the car is automatic, it is released automatically when the car is moving. If the car you rented has a manual transmission, the hand brake is automatically released by shifting to the first gear or reverse gear, while releasing the clutch and gas pedals. All doors on the car must be closed.
If you park your car on a slope, with pulling the hand brake, make sure you shift the manual transmission in first gear or reverse (with the automatic transmission in the P position and with the robotic in the N position), and turn the wheels to the side.
If the outside temperature is below zero, when parking the vehicle, if possible, do not pull the hand brake to avoid your brake pads get frozen and disable the car from starting later. If the transmission on the car is manual, shift to first gear, and with the automatic transmission set the shift to the P position, and with the robotic to the N position (after the engine is stopped, the drive axle will lock automatically).
What is Auto Hold and do your cars have it?
The Auto Hold function keeps the vehicle on a slope for easier starting. This function, if the mechanical/electric parking brake is released, 'holds' the brake for a few moments while the driver shifts his foot from the brake to the gas and/or clutch so the vehicle does not slip down the slope. Most vehicles in our fleet are equipped with this feature.
How do I check the fuel type for a rented car?
You will find a sticker indicating the type of fuel the car is using on the outside of the tank lid. For added visibility, there is a factory mark on the inside of the lid.
What if I use the wrong type of fuel?
If you use the wrong type of fuel, do not try starting the engine. This will prevent the possibility of major engine damage. Contact our technical service, which will come up with the best solution so you can continue your journey as quickly as possible.
TIP: Always check the labels and markings on the tank cap before refueling.
What if the car runs out of fuel?
Try to stop the car on the road, turn on the hazard signals, switch off the engine, pull the hand brake and place the safety triangle at the prescribed distance from the vehicle. Buy a plastic canister at the nearest petrol station and fill the car with at least 5l of the appropriate type of fuel (check the label on the tank lid). If you cannot start the engine even after several attempts, contact our technical support to avoid damaging the engine.
TIP: Never drive with a low level of fuel. As soon as the car warning light comes on and the fuel gauge is lower than ¼, fill the tank at the nearest petrol station.
What if the car can't accelerate even though I push the pedal hard?
If the vehicle has a speed limiter, check that this option is turned on at the limiter switch. If not, pay attention to the lights and notifications on the panel.
How do I reset the tire pressure indicator?
If the tire pressure indicator light turns on the panel and display, set the air to the recommended values, according to the instructions on the label on the driver's door frame or on the inside of the tank. Indirect tire pressure monitoring system: after adjusting the pressure for all four tires, depending on the car model, keep the tire air indicator pressed until it beeps or reset it via the display in the center console in the menu: Car parameters. Direct tire pressure check system: After adjusting the pressure in all four tires, the incorrect pressure indicator light will go out and the current tire pressure will be read on the center console screen, in the Car parameters menu and/or via the computer menu. The incorrect tire pressure indicator will go out after setting the correct pressure, after a few minutes of driving.
How do I contact technical support?
You can contact our technical support by e-mail or at the phone number listed in the vehicle document box. You can find the contact of the technical service in the section: Contact.
Does the car have the required equipment and where is it?
All cars from our offer contain mandatory equipment, in accordance with local and EU laws on road safety. Mandatory equipment consists of a reflective safety vest, safety triangle, first aid kit and a set of spare spark plugs and fuses, and is located in the trunk of the car.
NOTE: When returning the vehicle, inform us if any part of the mandatory equipment is missing or you have used it.
What to do in case of a breakdown on the road?
In the event of a breakdown on the road, try to stop the car, turn on all the hazard warning signals, switch off the car and pull the hand brake. After stopping the car, carefully get out, put on a reflective safety vest and set up a safety triangle.In case of a breakdown at night or in bad weather, leave the dipped headlights on. Before contacting the technical service, prepare the following information: car registration number, exact location (address, mileage, GPS coordinates) as well as information on the breakdown. If the breakdown cannot be repaired within 24 hours, we will give you a replacement car.
NOTE: You should wait for the agreed road assistance. This procedure is valid for Montenegro and abroad.
How do I replace a car tire?
* Check that the vehicle is locked by pulling the parking brake;
* Remove luggage from the trunk and find the wheel (depending on the car model, the spare wheel can also be located on the outside of the floor, under the trunk. In this case, the tool you will need is located in the left or right part of the trunk or under the front passenger seat);
* Remove the spare wheel with the supplied tool wrench;
* If the car comes with aluminum rims and has decorative caps on the valves, remove them using the tool provided;
* If the car has a safety valve to secure the wheels, release it;
* Release the wheel valves with the supplied wrench;
* Place the crane base in the designated area below the car sill. Make sure it is well placed, for your own safety and to avoid damaging the car sill;
* After lifting the car sufficiently, unscrew the valves all the way and remove the wheel from the car;
* Place the spare wheel on the car, holding it on the axle with your hand. Install all provided valves and tighten them;
* After replacing the wheel, put the equipment and the defective tire in the trunk.If the car you rented is equipped with a spare wheel, you can continue driving, not exceeding the speed of 80km/h to the nearest car repair shop. If the car does not have a spare wheel, contact the branch where you rented the car to arrange a vehicle replacement.
What if the level of fluids in the car is low?
In case of defect of:
ENGINE OIL: As soon as the signal light comes on, buy 1 liter of the adequate oil at the first petrol station. Switch off the vehicle engine, top up with half a liter of oil first and after a few minutes check the amount of oil which must be between the min and max mark. If the oil level is still too low, add more oil. Check the documents in the car or the inside of the hub to learn which type of oil the car uses.
COOLANT: to avoid overheating the engine, buy 1l of the cooling liquid at the nearest petrol station immediately after the signal lamp turns on. To make sure you will use the appropriate type of coolant, open the hub to check the color of the fluid. The engine must be cooled before opening the coolant reservoir.
WINDSCREEN WASHING LIQUIDS: you can buy the windscreen washing liquids at the nearest petrol station in case it is missing. Depending on the season, use winter or summer liquid.
What if the exterior lights on the rented car are not working?
In case the headlights are not working, you can replace the lightbulb yourself in exceptional cases. Contact the technical service that will help you find the nearest service center.Do not attempt to replace the LED or xenon light bulb yourself to avoid damaging the car.
What if the rented car has a defect that does not affect my safety (faulty windows, faulty radio, CD player, etc.)?
In the event of a minor defect in the car, our staff from the branch where you rented the car will replace the car with another, depending on availability.
What if the wi-fi or GPS connection are not working?
Check if your equipment and connection are working. Use only the European connector. If the connector is still not working, contact our technical service.
Can I take my pet in a rented car?
We are a pet friendly rental company, and you can take your pets with you following a simple procedure. If you are driving a pet in a rented car, you need to protect the interior of the car, especially the seat, to prevent the interior from stains and simillar.
Does the rented car have the appropriate tires?
As your safety comes first, rented vehicles have tires that meet the manufacturer's recommendations.
Can I make a technical alternation on the car?
In case you need a change in the car, contact our technical service. Only after we issue an approval in writing you can make the agreed technical changes.
Is smoking allowed in the rented car?
After each rental, interior and exterior of the car are thoroughly cleaned. However, smoking is not allowed in our cars, to make sure the car is always impeccably clean and with pleasant aroma inside. Any violation of the smoking ban rules is subject to the fees for the dry cleaning.
Can I take the rented car to a car service?
In case you need to have the car checked, contact our technical service who will inform you about the procedure and allow it.
How do I mount a child seat?
You will find instructions for that in the car on the back of each child seat.
How do I block the rear door/window for child safety?
You can activate additional child protection as follows:
MECHANICAL PROTECTION: Look at the inner frame of the rear door. There you will find a sticker with instructions to lock windows (the part where you need to insert the mechanical part of the key, the direction of opening, etc.).
ELECTRONIC PROTECTION: Look for the switch with the symbol that indicates the prevention of opening the rear door or window. Usually, the switch is located on the electronic window switch. Activating the switch commands will automatically block the opening of the rear doors or windows. If the car has mechanical protection for the rear door opening and electric rear window lifters, pressing the switch will only block the opening of the rear windows. If the vehicle has manual windows, you will not be able to block the window opening.
How do I enter the required code on the radio?
Contact our technical support for the code.
How do I secure a car when leaving and parking it?
* Close all windows and sunroof completely;
* Put the transmission in first gear or reverse (depending on the type of transmission);
* Pull the parking brake and turn off the engine;
* Do not leave personal items in visible places in the car (bags, laptops, etc.);
* Lock and check if all the doors on the car are locked;
* Always carry your documents and key with you.
What equipment is an integral part of every car?
In addition to the mandatory first aid equipment, each vehicle in our fleet is equipped with a spare wheel with associated tools (valve wrench, crane and towing hitch), a set of floor mats, a car case containing instructions, manuals, service booklet, etc.