How to choose a tow truck company, and what to ask the driver

When your car has just stopped, it's tempting to take the first number that answers. A couple of minutes of checking can save you money and hassle, even when you're in a hurry. Here's how to choose a tow truck company, what to ask, and what should make you think twice.

Step 1: Work out which kind of tow you need

This comes first, because the rules are different. Transport Victoria splits towing in two:

• Trade towing is for when you break down and need a tow. Trade towing services can be found online, in the phone book or through your roadside assistance company, so you get to choose.
• Accident towing is for when you've been in a crash and can't drive the car away. It has to be done by accredited towing companies, and in the Melbourne and Geelong regions there's an allocation system. See who tows your car after a crash.

The rest of this guide is mostly about choosing a tow after a breakdown.

Step 2: Check they have the right truck

A tow truck that can't safely carry your vehicle only costs you time. Tell the operator what you're driving and what's wrong with it. All-wheel-drive and electric cars usually need a tilt tray, and heavy vehicles may need a heavy tow truck. Our guide to which tow truck you need explains the differences.

Step 3: Get the price clear before you agree

Transport Victoria describes trade towing as deregulated, so operators set their own prices. They still have to follow consumer protection laws. Before you say yes, ask:

1. Is that the total price, including GST and every kilometre?
2. What could be added, such as winching, waiting, tolls, after-hours work or storage?
3. How and when do I pay?
4. Where exactly are you taking the vehicle?

For what moves the number up or down, see how much a tow truck costs in Victoria.

Step 4: Check who you're dealing with

• Ask for the business name. Then look it up. A real business should be happy to give you its name and put it on the invoice.
• Read recent reviews, not just the score. Look for what people say about price, communication and how the vehicle was treated. A handful of recent, detailed reviews tells you more than a perfect rating with no comments.
• Ask where the truck is coming from. It's a fair question, and it gives you a sense of how realistic any arrival time is.

Warning signs to watch for

• They won't give you a price, or they'll only tell you once the vehicle is loaded.
• The price changes when the driver arrives, and nothing about the job has changed.
• You're pressured to sign something you haven't had time to read.
• You're pushed towards a particular repairer. Transport Victoria says tow truck drivers can't ask you for repair work at an accident scene.
• They want to take the vehicle somewhere other than where you asked, without a clear reason.

If something feels wrong and you're safe where you are, you can say no and try someone else.

What to ask the driver when the truck arrives

1. Are you here for my booking? Check the name and details match who you agreed with.
2. Is the price still what we agreed? If it has changed, ask why before anything is loaded.
3. How will you load it? Mention anything fragile, low or awkward about the vehicle.
4. Where should I stand? Keep well clear of the truck and the traffic while loading happens.
5. How do I get home? Don't assume you can ride in the truck. Ask first, and sort out another way if the answer is no.

It's also worth taking a few photos of the vehicle before it's loaded and keeping your invoice afterwards.

If something goes wrong

Try to sort it out with the operator first. If that doesn't work, Transport Victoria sends trade towing complaints to Consumer Affairs Victoria.

Comparing without ringing around

All of this is hard to do over the phone while you're stuck on the roadside. On RoadM8 you send one request, and independent tow operators can quote on it. You'll see each operator's own price before you accept, along with how far away they are and how long they say they'll take. Your card isn't charged until you've accepted a quote, and you can track the truck live.

You can also start from your area, such as towing in Melbourne's northern suburbs or towing in Melbourne's eastern suburbs. Quotes depend on who's available near your pick-up at the time. The lowest quote isn't automatically the right one, so weigh up the price, the distance and the reviews together.