Frequently asked questions

Put your hazard lights on immediately. If the vehicle still moves, get it completely off the roadway — a parking lot or side street is far better than a shoulder. If you are on a highway, get as far right as you can, exit on the side away from traffic, and move well behind the vehicle and off the road surface. Then call +1 (613) 890-9008 with your location, the vehicle, and what happened.

If you are on a narrow highway shoulder, outside and well behind the vehicle is generally safer — stopped vehicles on shoulders are struck often. Move off the road surface entirely, behind a guardrail or up an embankment if you can. In a parking lot or on a quiet residential street, staying in the vehicle with the doors locked is fine. In extreme cold with nowhere safe to stand, staying belted in with hazards on may be the lesser risk. Tell the dispatcher what you decided so the driver knows where to look for you.

Use the Share My Location button on our request form. Your phone sends precise GPS coordinates and we get an exact map pin instead of a description. This matters most on highways and rural roads, where landmarks repeat and drivers routinely misjudge distances.

Towing is priced on a hook-up charge plus distance, with additional charges when a job needs winching, extra time on scene, or specialized loading. Because those factors vary by job, we give you the figures for your specific situation when you call. Ask for the total before you agree to the tow — you should never be surprised by the final number.

Confirm accepted payment methods with the dispatcher when you call. Payment is normally taken when the job is complete, and you receive an itemized digital tow ticket and receipt either way.

Many collision and comprehensive policies include towing, and some roadside-assistance memberships do as well, but coverage and limits vary. Keep your tow ticket — it is the itemized document your insurer or motor club will ask for when you submit a claim.

Yes. The charges that apply are explained before the vehicle is loaded, and they appear itemized on your digital tow ticket, which you sign. If a job turns out to need work that was not part of the original estimate — an unexpected winch-out, for example — the driver tells you before doing it.

It depends on where you are, what the traffic and weather are doing, and how many calls are ahead of you. The dispatcher will give you a realistic estimate when you call. We do not promise guaranteed arrival times, because in a cold snap, a snowfall, or freezing rain, every honest operator in Ottawa is running behind and a number that sounds good is not worth anything.

Wherever you choose — your mechanic, a dealership, a body shop, your home, or a storage location. If you are not sure, tell the dispatcher what is wrong with the vehicle and we can talk through the options. Moving a vehicle twice costs more than getting the destination right the first time.

Usually one passenger can ride along, depending on the truck and available seating. Mention it when you call so the driver knows to expect you.

It is the record of your job. It lists the vehicle, the pickup and drop-off locations, the driver, the times, the itemized charges, and photos of the vehicle's condition when we took custody of it. You sign it on the driver's device and receive a private link to your own copy. It is the document to keep for your insurer.

To establish the vehicle's condition at the moment we take custody of it. Those photos protect you as much as us — if damage is disputed later, there is a timestamped record of exactly how the vehicle looked before it was loaded.

Ottawa is our primary service area, including downtown, the suburbs, and the rural wards. For anywhere outside the city, call +1 (613) 890-9008 and confirm — coverage beyond Ottawa depends on the location and the job.

Generally yes. Towing an all-wheel-drive or four-wheel-drive vehicle with wheels turning on the road can damage the transfer case or differential. The vehicle needs all four wheels off the ground — a flat deck, or dollies. Tell us the drivetrain when you call so the right truck is sent.

Electric vehicles must go on a flat deck. Towing an EV with its drive wheels rolling can force current back through the motor and cause damage, and most EVs have no true neutral. Tell dispatch it is an EV when you call. If the vehicle was in a collision and the battery pack may be damaged, say so immediately — that changes how it is handled.

A flat deck cannot enter most parkades because of clearance height, so the vehicle usually has to be brought up to street level first. Tell dispatch it is underground when you call so the right approach is planned rather than discovered on arrival.

Yes. Non-rolling vehicles are winched onto a flat deck. Tell us in advance that the vehicle does not roll — it changes the equipment sent and the time needed on scene.

Call +1 (613) 890-9008 and describe the vehicle and its weight. Heavy-duty work needs specific equipment, and we would rather refer you to the right operator than send a truck that cannot do the job.

Call +1 (613) 890-9008 with your plate number. We will confirm whether we have your vehicle, tell you where it is, and explain exactly what identification, proof of ownership, and payment are needed to release it. If we do not have it, another operator or the police may — we will tell you that too rather than leave you guessing.

Private-property removals happen at the request of an authorized property representative, most often for parking in a stall you do not hold, blocking a fire lane or loading zone, or occupying an accessible stall without a permit. Every removal we perform is photographed and timestamped and tied to a signed authorization, and that record is available if you dispute the tow.

Storage charges and when they begin are confirmed with the office at the time of the tow and are shown on your tow ticket. Retrieve the vehicle promptly — daily storage adds up quickly and continues to accrue until the vehicle is released.

Call +1 (613) 890-9008. We set the property up with named authorized contacts, review your signage to make sure it actually supports enforcement, and agree on the rules the program will enforce. Every removal after that is photographed, timestamped, signed by your representative, and retrievable later if a tow is disputed.