FAQ
Everything people ask, in the order they ask it
If your question is not here, the dispatcher will answer it on the phone. Asking costs nothing and does not commit you to anything.
General
Before you call
How fast can you get to me?
Our average across all calls is 25 minutes. In Aurora and Newmarket it is usually under 20. In North York or during a snowstorm it can be an hour or more. Dispatch gives you a real window on the call rather than a number designed to stop you phoning someone else.
What does it cost?
You get the full price before a truck is dispatched, and it does not change afterwards. Boosts, lockouts and flat tire changes start at $75. Towing starts at $95 for the hook-up plus distance. Winch-outs start at $125. There is no night, weekend or holiday surcharge.
Do you charge more at night or on holidays?
No. A 3am call on New Year's Day is billed at the same rate as a Tuesday afternoon. Surcharging people at their worst moment is common in this trade and we have chosen not to do it.
Are you actually open 24 hours?
Yes, with a person answering rather than a voicemail box. Trucks run overnight, and overnight is when a large share of our calls come in.
Do you work with insurance or motor club memberships?
We will invoice you directly and give you a detailed receipt that any insurer or motor club will accept for reimbursement. We are not a contracted provider for the clubs, so you pay us and claim it back.
What information do you need when I call?
Where you are, what you are driving, and what the car is doing. A cross street, highway exit or plaza name is enough for location. Year, make and model tells the dispatcher which truck to send.
Is it safe to wait in my car on the highway?
Safer than standing on the shoulder, in almost every case. Pull as far right as you can, hazards on, stay belted, and get out on the passenger side only if you must. Tell dispatch which side of the barrier you are on.
Can you tow to any shop I choose?
Yes. We have no arrangement that pays us to steer you toward a particular repair shop. Name the shop and that is where the car goes. If you have no preference we will suggest one and tell you why.
Are you licensed and insured?
Yes. We carry commercial general liability, on-hook coverage for vehicles on the truck, and garage keepers coverage for vehicles held in our yard. Certificates are available on request before you agree to anything.
How do I pay?
Card at the roadside through a terminal in the truck, or cash. You get an itemised receipt by text or email before the driver leaves.
By service
Questions specific to each job
The things that only come up once you know which service you need.
Towing and flatbed transport
Full towing pageCan I ride along in the tow truck?
Yes. One passenger rides in the cab at no charge. Let dispatch know if there are two of you so we can send a crew-cab truck.
Do you tow electric vehicles?
Yes, on a flatbed. Most EVs cannot be towed with two wheels on the road without damaging the drive motor, so we do not send a wheel-lift to an EV call.
Will you tow to a shop that is closed?
We do after-hours drops at any shop with a key box or an unlocked lot. If the shop has neither, we hold the vehicle in our yard overnight and deliver it when they open.
Battery boost and jump start
Full battery boost pageMy car started after the boost. Do I still need a new battery?
Not necessarily. A battery that load-tests within spec was probably drained by a light left on. One that fails the test will strand you again within days, and the driver will tell you which one you have.
Can you boost a hybrid?
Yes. Hybrids have a conventional 12-volt battery that runs the computers, and it fails like any other. We boost the 12-volt system, not the traction battery.
Do you carry replacement batteries on the truck?
We stock the common group sizes. If yours is unusual, the driver boosts you now and we bring the right battery back the same day.
Flat tire change
Full flat tire pageWhat if I do not have a spare?
Then it becomes a tow. Plenty of cars built after 2015 ship with a sealant kit and no spare at all. Tell dispatch and we send a truck instead of a tire tech, which saves you a wasted call-out.
Can you plug or patch the flat instead?
Not at the roadside. A puncture has to be repaired from inside the tire, which means dismounting it. Anyone offering an outside plug on the shoulder is selling you a repair that will not hold.
Can you fit a run-flat?
If the run-flat still holds air we top it up and you drive to a shop. If it is destroyed and there is no spare, it is a tow.
Car lockout service
Full lockout pageWill this damage the door or the paint?
Not when it is done with the right tools. Air wedges spread the load across the door frame rather than levering on one point. We protect the paint at the entry point and reseat the weather strip afterwards.
Can you get into a car with push-button start?
Yes. Opening the door is a mechanical job regardless of how the car starts. If the fob itself is dead, the driver door usually hides a metal blade lock behind a cover on the handle.
Can you cut or program a replacement key?
No. That is an automotive locksmith or dealer job, because a transponder key has to be cut and coded to the vehicle. We get you into the car.
Emergency fuel delivery
Full fuel delivery pageHow much fuel do you bring?
Up to 20 litres, comfortably enough to reach any station in the GTA. We are not a fuelling service, we are a get-you-moving service.
I put petrol in a diesel car. Can you fix that?
Do not start the engine. Call us for a tow instead. Fuel delivery will not help, and running a diesel on petrol for even a minute can destroy the injection pump.
My diesel ran dry and now it will not restart.
Common. Air gets into the fuel lines and most diesels need bleeding before they will fire. The driver primes the system on site; if it still will not start, it goes on the truck.
Winch-out and vehicle recovery
Full winch-out pageWill winching damage my car?
Not when it is hooked to a rated recovery point. Damage happens when a line goes onto a bumper, a tie-down loop meant only for shipping, or a suspension component. That is the whole reason to call rather than accept a strap from a passing pickup.
How much does a winch-out cost?
Standard pulls start around $125. A vehicle down a steep embankment, on its side, or needing two trucks is quoted on site before any work begins.
Do you do winch-outs during a snowstorm?
Yes, and it is our busiest work. Wait times stretch during a storm because everyone calls at once. Dispatch gives you an honest window rather than an optimistic one.
Still not sure?
Describe what the car is doing. The dispatcher has heard it before and will tell you which service you need.
- No night or holiday surcharge
- Quote before dispatch
- Card at the roadside