FAQ
Applying to rent or lease
Q: What documents do I need to apply to rent or lease?
A: Please bring your TLC license and driver’s license. If you have less than 3 years driving experience in the United States you can show us your international driving license. If you have police reports from previous accidents and a copy of your defensive driving certificate this will save you time as well.
Q: Where can I download your app?
A: Search “DriveALM” in your app store.
Q: Can you help me sign up with Uber and Via?
A: Yes! Once you complete your contract with American Lease, we have Uber and Via reps in our office to quickly activate your vehicle on their app.
Q: Can I have a copy of my vehicle documents ?
A: You can download your documents through the DriveALM App in the “Car documents” tab or pass by our office to print them out.
Q: Can you put my name on the Certificate of Liability?
A: Go to the “Car Documents” tab in the DriveALM app and look for “Driver Added to Insurance Policy ” which will have your name on it.
Returning my rental vehicle
Q: What is the return process?
A: To return your vehicle you need to create a return event in the RETURN tab in the DriveALM app. You must schedule your return 1 week in advance or you will be charged for the the entire week*.
Q: What time am I supposed to return my vehicle and to what location?
A: You can return your vehicle to our Bronx or LIC offices no later than 3:00 PM.
Q: Will I owe money when I return the vehicle?
A: This depends if you have outstanding tolls, tickets, or if you are returning your vehicle early without scheduling it. If you schedule a return but decide to return the vehicle early, you will only be charged up until your scheduled return date.
*Mercedes Metris can be returned after 30 days without notice.
Accidents
Q: What do I do if I get into an accident?
A: Make sure to file a police report and get a copy. If the car is drivable, please come to one of our locations to report it. If the car is not drivable you can request to be towed from the DriveALM app.
Payments
Q: When are payments due?
A: Payments are due by midnight on Tuesdays. If you pay through the DriveALM app you will receive a keypad code to activate your vehicle for the upcoming week.
Q: What is the best way to make a payment?
A: You can pay with your debit card right through the DriveALM app. You can also pay with cash at one of our convenient locations.
Q: Where can I find the code to activate my vehicle?
A: After you make a payment you are able to see the code in the DriveALM app in the “Keypad” section.
Q: Can I get an extension to pay a day late?
A: Unfortunately we are not able to allow late payments. However if you have an emergency you can use the code CLR 911 that will keep the car activated for an extra 12 hours if needed.
Q: If I get a new phone, how can I make a payment with this new device?
A: Log out of the DriveALM app and login back in with the new device. Once you login, go to “Driver Info” and register your debit card again.
Q: Can we agree to a payment plan?
A: Please stop by our office to discuss.
Vehicle Maintenance
Q: Is maintenance included in my lease?
A: Maintenance is only included for rental vehicles. A LTO driver is responsible for routine maintenance of the vehicle.
Q: My rental vehicle needs maintenance, where do I go?
A: In the DriveALM app, go to “Locations” and select “Rental Maintenance” and you can choose any of the listed locations. No appointment is needed.
Q: I received a text message to complete at DMV inspection but I already did it?
A: Please take a picture of the windshield of your car showing DMV inspection sticker and registration together. Open the DriveALM app, go to “Car Documents” and select “Select Image for Upload”.
Updating my account
Q: How do I change my address ?
A: In the DriveALM app you can upload a phone bill, electric bill, or any other official document showing that your address has changed. You can update it through the “Car Documents” tab.
Q: How can I update my debit card?
A: Go to “Driver Info” in the DriveALM app and click “Update debit card info”.
Troubleshooting the app
Q: Why am I getting an “Unauthorized access” notification?
A: Your mobile phone number and/or license number does not match with what we have on file. Please contact us: support@americanlease.net
Q: Why am I getting a “No internet connection” notification?
A: The DriveALM app can’t work without an internet connection. Please check your internet connection (mobile data or wi-fi) and try again. Try refreshing your screen by swiping down from the top.
Q: Why is the app not refreshing or loading my data?
A: If your app won’t refresh there’s a chance we’re experiencing a temporary problem. Please try again in a few minutes. If the problem persists, feel free to contact our support: info@americanlease.net
