Lorraine Explains: Red flags in the towing industry, and how to avoid them

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Summer is ringing the doorbell, and people are going to be hitting the road regardless of whatever current measure of lockdown we’re pretending to be in. Unfortunately for some, their day could end up with their car dangling from a tow truck’s hook. Here’s what you need to be aware of in case it happens to you.

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While the Ontario government is in the midst of enacting new legislation intended to make the entire industry more transparent and less dangerous (nothing says “ we have a problem ” like four Ontario cops getting charged with corruption), those changes probably won’t be in effect until at least closer to the summer’s end, according to Joey Gagne, the president of Abrams Towing.

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Lorraine Explains: Red flags in the towing industry, and how to avoid them Back to video

Whether you experience a mechanical breakdown or are involved in a crash, either experience will leave you shaken and uncertain; for most of us, this isn’t a daily occurrence. Rehearse what you would do to avoid getting taken advantage of, and know where your paperwork is.

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“If you have a preferred tow company to use, police will be reasonable in allowing you to use them. But there may be circumstances when that won’t be an option, and police will make that call.” Think if vehicles are blocking live lanes of a busy highway. The first priority is to get people to safety and to get it cleared. He suggests when possible, make the call to your chosen tow operator early. “Let police know your tow is on its way,” he says. Gagne would like to see the towing situation taught at the driver’s education class level. It’s a great point.

Crashes involving injuries obviously take precedence in the order of operations. But your vehicle will still have to be moved, and you should know your rights under the Consumer Protection Act. “First,” says Gagne, “ask the driver for a business card. It may seem old-school, but it’s still standard practice. The card should have the name, address, and phone number of the company, as well as the driver’s name. Anybody scratching down a name on a piece of paper should be a red flag.”

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Ask the price. A typical tow in southern Ontario should be in the neighbourhood of $350-$400, with the vehicle taken within the municipality, typically around 20 kilometres or so. You should be provided with an itemized invoice before you proceed. The Act requires the final bill can be no more than 10 per cent over the amount on that work order; never sign a blank work order. In urban areas, most vehicles will be taken to the nearest collision reporting centre. 

While police may carry out an investigation at the crash site, it’s more common it will happen at the reporting centre. From there, you may need your vehicle towed again. That tow, if it’s in the same general area, should run about $150. The higher cost at the crash site is to account for the high priority of the response, the high risk, and possible clean up. 

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In Ontario, your insurance company will want the collision reporting centre’s report for any damage over $2,000. I’ll tell you right now: when two cars touch, you’re already at that threshold. Don’t be fooled by little or no obvious exterior damage. The days of banging out dents are gone, and the network of sensors and cameras embedded all over your car means there is no cheap fix.

A tow operator who appears out of nowhere, is difficult to identify and who offers to take your car to a “place he knows”? Second red flag. The proposed legislation is aimed at cutting out the vultures who descend on the vulnerable, but preparing yourself (and the drivers in your family) through emergency scenarios can help get you through a difficult time. 

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Most new cars come with a manufacturer’s roadside assistance; Abrams, with its nine locations, holds the contracts for all of them. Check your initial purchase contract so you know when that coverage is over. Because you probably will rarely, if ever, use it with a newer vehicle, you can be caught out. CAA has a lot to offer its members outside of roadside assistance, and as Gagne points out, branding is important. An annual membership is very worthwhile. CAA has affiliated operators across Canada and the U.S., and they are readily identifiable as such. 

“You wouldn’t go into a dark, unnamed store to make a purchase. Treat your tow procedure the same way. The operator should be identifiable and transparent,” says Gagne. Third red flag? No driver should be requiring cash. “All legit drivers are able to take credit cards,” he says. Debit cards might be a little tougher, but the dodgy days of a tow truck operator driving you to an ATM need to be over. Gagne notes there are reputable firms out there that provide drivers who are licenced, certified, qualified, and trained. He suggests you Google anyone you’re not sure of.

If you’re involved in a collision, there are only two safe places to be: inside your car, or beyond the guardrail on the passenger side. Walking around your vehicle, placing yourself in or near live lanes of traffic is the most dangerous thing you can do. Inside your car, you’re protected. If you can remove yourself to higher, safer ground, do so carefully. But don’t do inspections until emergency help has arrived.

Stay safe this summer.