Beware of rogue elements working in the towing industry
Prepare a plan to protect yourself in case of a crash,
With little regulation and a patchwork of laws that change from region to region, the towing industry has long been a kind of Wild West, with some operators acting like mobsters. Every stripe of provincial government promises regulation and change, but none deliver.
How do you protect yourself from rogue tow-truck drivers and the possible fallout? Like most things, being prepared is everything. It sounds easy, but if you’ve just been involved in a collision or are broken down by the side of the highway, your coping mechanisms may be a little spun. Prepare for that situation now by writing a planned course of action in a crash, and a printed-out task list to keep you on track.
Teresa Di Felice, assistant vice-president of government and community relations for the Canadian Automobile Association (CAA), says that organization has layers of protection built in for members.
“We have strict requirements for anyone driving a tow truck for the CAA. They undergo training, we have contractual agreements, they are audited and mystery-shopped,” she says.
Operators have Caa-issued badges with their names and photos on them, and they carry tablets that allow them to prove they are answering your call.
Be aware of the schemes
Her No. 1 piece of advice? “Never sign a blank work order,” she advises. “Never.”
If a tow-truck driver hands you a blank work order and assures you it will be fine, it will not be fine. You wouldn’t sign a blank cheque, so don’t sign a blank work order.
Her words are echoed by Mark Graves, president of the Provincial Towing Association of Ontario (PTAO).
“That work order has to have an amount on it. By law, they can’t ultimately bill you more than 10 per cent over that. You have a right to ask how much it will be, and to get that number in writing.”
Reputable towing organizations are calling for proper provincial regulation and oversight.
If you need a tow-truck driver, you can call CAA if you have that service. You can Google a garage close by.
The biggest red flag, says Graves, is high-pressure tactics, which “are a huge sign” that something isn’t right.
Di Felice adds another common promise that is used by some tow-truck drivers: “You have CAA? Don’t worry, you pay me now and they’ll reimburse you.”
Di Felice says CAA never requires you to pay up front for a tow, especially in cash, another common tactic on the dark side of the industry.
“If a tow-truck driver is intimidating you, it’s time to call 911,” says Di Felice.
Graves says the PTAO did a survey and found 92 per cent of respondents had no clue if their insurance covered them for a tow after a crash. Read your policy or call your broker. Also understand that a tow is about much more than your car dangling from a hook, and could include travel, storage, impounds and fees.
The best way to take back control at a time when you feel you have none is to be prepared. Print the CAA Towing Bill of Rights and keep it in your car. It’s excellent, whether you’re a CAA member or not.
Plan ahead. Chances are you travel the same route often. Check the location of dealers you trust where you can direct your vehicle to be towed, even if you’re not in your home city.
Talk to your own trusted garage, Graves suggests, and get a list of body shops they trust to work with. Have this information on hand. Keep all of this information in your glove box. Tell anyone who drives your car what to do in a crash, and where to find this information.