NATIONWIDE FLEET TOWING AND IMPOUND ASSISTANCE

When Tow Contractors Can't Be Trusted

Protect Your Fleet From Excessive Towing, Storage Fees & Release Delays

Protecting Your Fleet From Overbilling, GOA Charges, Poor Service and Uncontrolled Towing Costs

Tow contractors can’t always be trusted simply because they are approved vendors. For rental companies and large fleets, problems can include unexplained charges, Gone on Arrival fees, reassigned impound calls, excessive storage, unauthorized subcontracting, slow response times, and invoices that don't match the original dispatch.

Most towing companies provide legitimate services. The problem is that once a contractor controls your vehicle, your options can become limited.

Impound Compliance helps fleet operators independently manage towing, impound assignments, contractor performance, invoices, releases, and vehicle recovery.

Your Tow Contractor Controls an Expensive Asset

Once a towing company has possession of your vehicle, your fleet may depend on that same contractor to:

• Confirm vehicle location
• Provide the invoice
• Release the vehicle
• Provide photographs
• Allow vehicle access
• Release keys
• Coordinate another transporter
• Confirm storage charges
• Provide service documentation

That creates leverage.

The Federal Motor Carrier Safety Administration has publicly examined towing-fee transparency because commercial vehicle owners can have little ability to negotiate after a nonconsensual tow. FMCSA has specifically discussed hidden or unclear fees and the financial effect predatory towing can have on commercial vehicle operators.

For your fleet, oversight needs to start before the invoice arrives.

Warning Sign: The Final Invoice Doesn't Match the Dispatch

Your company authorizes a basic tow.

Then the invoice arrives:

Additional charges aren't automatically improper.

The problem is when your company cannot determine what was performed, why it was needed, or who authorized it.

FMCSA has identified fee disclosure and transparency as issues affecting commercial vehicle owners.

Your invoice should tell the same story as your dispatch record.

Warning Sign: Gone on Arrival Charges

A Gone on Arrival charge, commonly called a GOA fee, deserves review.

A legitimate GOA situation can occur when:

1. Your company dispatches a contractor.
2. The tow truck travels to the location.
3. The contractor arrives.
4. The vehicle is no longer there.
5. The contractor cannot complete the assignment.

Your contract may allow compensation for that dispatch.

The problem starts when a contractor bills GOA even though the vehicle wasn't actually gone.

The Vehicle Wasn't Gone. The Call Was Given to Another Contractor.

Consider this situation.

Contractor A receives an impound assignment.

Contractor A accepts the call.

The contractor doesn't complete the impound.

Your dispatch team or another authorized party gives the assignment to Contractor B.

Contractor B picks up the vehicle and completes the impound.

Then Contractor A submits a:

Gone on Arrival charge.

Your fleet should review that charge before paying it.

The vehicle may not have been gone at all.

The assignment may simply have been reassigned.

Those are two different events.

GOA vs. Reassigned Call

Your towing agreement should clearly separate these situations.

Don't allow all unsuccessful assignments to automatically become GOA charges.

Your contract should define each category and its applicable fee.

One Vehicle Shouldn't Automatically Produce Two Contractor Charges

Poor dispatch controls can create this situation:

Contractor A: GOA charge

Contractor B: Completed impound charge

Tow facility: Storage charges

Now your fleet is paying multiple charges connected to one vehicle recovery.

That doesn't automatically make Contractor A's fee invalid.

The contractor may have incurred a legitimate dispatch expense under your agreement.

But your fleet should verify what happened before approving payment.

Audit Every Questionable GOA

For a disputed or questionable Gone on Arrival charge, request:

• Dispatch timestamp
• Assignment acceptance time
• Contractor ETA
• GPS dispatch record
• GPS arrival record
• Arrival timestamp
• Driver notes
• Cancellation timestamp
• Cancellation source
• Reassignment timestamp
• Photographs, when available
• Reason service wasn't completed
• Contract provision authorizing the charge

Then compare that information against the contractor who actually completed the impound.

The timeline should make sense.

Example of a GOA Problem

Imagine this dispatch history:

8:05 AM: Contractor A receives assignment.

8:10 AM: Contractor A accepts.

8:50 AM: Contractor A still hasn't arrived.

8:55 AM: Fleet reassigns the call.

9:00 AM: Contractor B accepts.

9:25 AM: Contractor B arrives.

9:40 AM: Contractor B impounds the vehicle.

Next day: Contractor A submits a $125 GOA charge.

Your fleet should ask:

Did Contractor A ever arrive?

If not, calling the invoice a "Gone on Arrival" charge may not accurately describe what happened.

Review your cancellation and reassignment terms before approving it.

Warning Sign: GOA Charges Become a Pattern

One GOA doesn't tell you much.

Twenty do.

Track GOA activity by contractor.

For each vendor, measure:

Assignments → Accepted calls → Completed tows → Cancellations → Reassignments → GOAs → Failed pickups

Then calculate the contractor's GOA rate.

A vendor producing far more GOA charges than your other contractors deserves review.

The underlying problem might be:

• Slow response times
• Inaccurate ETAs
• Dispatch communication failures
• Late arrivals
• Reassigned calls billed as GOAs
• Duplicate dispatches
• Contractor capacity problems
• Poor cancellation procedures
• Weak documentation

That's a contractor-management issue.

Put GOA Rules in Your Towing Agreement

Don't let contractors define GOA after the invoice arrives.

Your agreement should state:

What qualifies as GOA

When the contractor must physically arrive

What proof of arrival is required

What happens if the assignment is reassigned

What happens if the contractor is canceled while en route

What documentation supports a GOA charge

Who has authority to cancel or reassign a call

How quickly the contractor must acknowledge cancellation

What maximum GOA fee applies

When no GOA fee is payable

That gives your accounts-payable team something objective to review.

Warning Sign: Unauthorized Subcontracting

Your company approves Contractor A.

Contractor A receives the assignment.

They can't handle it.

They send Contractor B.

Contractor B sends another operator.

Now your vehicle is being handled by a company your fleet never selected.

You may know nothing about:

• Rates
• Insurance
• Storage fees
• Equipment
• Service standards
• Release procedures
• Driver qualifications
• Payment terms

Require contractors to disclose subcontracting.

Your approved towing network doesn't mean much if vendors can freely transfer assignments to unknown companies.

Warning Sign: Vague Invoice Descriptions

Watch charges labeled:

• Special equipment
• Recovery services
• Administrative
• Processing
• Additional labor
• Special handling
• Cleanup
• Miscellaneous
• After-hours service

These charges may be legitimate.

But your company should understand what it purchased.

Ask:

What service was performed?

What equipment was used?

How long was it used?

How many people were involved?

What rate was applied?

Who authorized the work?

The American Trucking Associations has identified invoice itemization, photographic documentation, storage charges, release procedures, and billing transparency as areas needing better controls in towing and recovery.

Warning Sign: The Contractor Won't Provide an Itemized Invoice

Don't approve:

Towing and recovery: $4,850

without asking what makes up the $4,850.

For larger recoveries, request applicable details for:

• Base towing
• Mileage
• Equipment
• Labor
• Recovery time
• Storage
• Cleanup
• Administrative fees
• After-hours charges
• Additional services

ATA reports that towing regulations and invoice requirements vary considerably between states.

Your internal purchasing policy doesn't have to be equally loose.

Require itemization from your contractors.

Warning Sign: Storage Becomes the Profit Center

A vehicle reaches the storage facility.

Your fleet requests release.

Documents are submitted.

Payment gets approved.

But pickup keeps getting delayed.

Another storage period gets added.

Then another.

Track:

Vehicle arrival → Release request → Documents submitted → Payment offered → Release approved → Vehicle available → Actual pickup

That timeline gives your team something concrete to review when storage charges appear excessive.

ATA identifies excessive storage charges and problems obtaining vehicle or cargo release among concerns associated with predatory towing.

Warning Sign: Unsolicited Tow Operators

Accident scenes create another risk.

Your rental customer crashes.

A tow truck arrives.

The driver assumes:

Police sent them.

or

Our rental company sent them.

Neither may be true.

The National Insurance Crime Bureau warns about unsolicited towing operators appearing at accident scenes and later imposing excessive or unclear charges. NICB reports that predatory towing claims increased 89% nationwide from the beginning of 2022 through the end of 2024.

Give your drivers and renters clear instructions for accident towing when practical.

Warning Sign: The Vehicle Goes Somewhere You Didn't Approve

Your fleet authorizes:

Pickup: Accident scene

Destination: ABC Collision Center

Instead, the contractor takes the vehicle to its own storage yard.

Now storage starts.

Your dispatch records should document:

• Requested pickup location
• Requested destination
• Actual pickup location
• Actual destination
• Person authorizing a destination change
• Reason for the change

There can be legitimate reasons for changing the destination.

Your fleet should still know why it happened.

Warning Sign: Your Vehicle Isn't Being Released

There may be a valid reason a vehicle can't leave:

• Police hold
• Evidence hold
• Ownership problem
• Statutory hold
• Missing authorization
• Unpaid authorized charges
• Facility requirements

But don't accept:

"We can't release it."

Ask:

What specifically prevents release?

Who controls that requirement?

What document or payment clears it?

When can pickup occur?

FMCSA has recognized that possession of a commercial vehicle can leave its owner in a weak negotiating position during towing disputes.

Your fleet needs to identify the actual release obstacle.

Your Preferred Vendor Can Still Overcharge You

Preferred status isn't a substitute for auditing.

Review contractor performance across your fleet.

One bad invoice might be an error.

Repeated patterns tell you something about the contractor.

Use Photos and GPS Records

For expensive towing and recovery work, request supporting documentation when available.

Photos can help verify:

• Vehicle location
• Accident severity
• Recovery conditions
• Equipment requirements
• Vehicle damage
• Scene complexity

GPS records can help verify:

• Dispatch time
• Route
• Arrival
• Departure
• Tow destination

This becomes especially useful for GOA disputes.

If the contractor says the truck arrived, the dispatch record should support that claim.

Don't Let Drivers Approve Major Charges

Your renter or employee shouldn't become your fleet's purchasing department because they happened to be standing next to the vehicle.

Create limits on what drivers can authorize.

For example:

Basic roadside tow: Driver can request assistance through approved channels.

Additional recovery equipment: Fleet approval required when practical.

Destination change: Fleet approval required.

Large recovery invoice: Management approval.

Vehicle storage: Fleet notified immediately.

Emergency conditions may require quick decisions.

Document those exceptions afterward.

Create Contractor Authorization Limits

Your towing program can use approval thresholds.

For example:

Set limits that fit your fleet.

The point is to stop open-ended authorization.

Separate Dispatch From Invoice Approval

The person requesting the tow shouldn't automatically approve every charge that follows.

Use:

Dispatch → Service verification → Invoice review → Approval → Payment

This gives your company an opportunity to catch:

• Duplicate charges
• Unsupported GOAs
• Unauthorized services
• Incorrect mileage
• Excess storage
• Rate discrepancies
• Duplicate contractors
• Subcontracting problems
• Contract violations

Compare Contractors Against Each Other

Fleet-wide data makes poor vendor performance easier to see.

You might find:

Contractor A: Low towing rate but frequent GOAs.

Contractor B: Higher towing rate but faster response.

Contractor C: Frequent reassigned calls.

Contractor D: Low dispute rate and fast releases.

The cheapest base towing rate doesn't necessarily produce the lowest total recovery cost.

Measure the complete incident.

What to Do When You Stop Trusting a Tow Contractor

Don't terminate a contractor based solely on one questionable invoice.

Review the pattern.

1. Pull recent invoices.
2. Compare charges with contracted rates.
3. Review GOA charges.
4. Review reassigned calls.
5. Compare GPS and dispatch records.
6. Check response times.
7. Review subcontracting.
8. Measure storage duration.
9. Identify recurring discrepancies.
10. Request supporting documentation.
11. Restrict assignments if necessary.
12. Replace the contractor when the evidence supports it.

Make the decision using your data.

Build a Backup Tow Network

Don't wait until a contractor fails before looking for another provider.

Maintain access to:

• Primary towing contractor
• Secondary towing contractor
• Accident recovery provider
• Heavy-duty provider
• After-hours provider
• Regional alternatives

Your negotiating position is strongest before a vehicle is hooked.

After the tow, your options shrink.

Independent Impound Management Changes the Relationship

Your tow contractor's job is to perform the assigned towing work.

Your fleet's job is different.

You need to:

Control cost → Recover the vehicle → Reduce storage → Limit downtime → Return the asset to service

Impound Compliance can provide an independent coordination layer between your fleet, tow contractors, impound facilities, law enforcement, insurers, transporters, and internal departments.

That means the company billing for the tow isn't the only party telling you what happened.

Take Control of Your Towing Spend

If you manage hundreds or thousands of vehicles, towing shouldn't operate as a collection of unrelated emergencies.

Track:

Cost per tow → GOA rate → Response time → Reassignment rate → Storage days → Release time → Invoice disputes → Contractor performance → Vehicle downtime

That's where poor contractor performance becomes visible.

A $100 questionable charge may seem small.

Hundreds of unnecessary charges across a national fleet aren't.

Legal Disclaimer

This page provides general operational information about towing contractor management, billing controls, and vehicle recovery. References to questionable, excessive, or predatory towing practices describe documented industry risks and do not imply that towing companies generally engage in improper conduct.

Impound Compliance provides administrative towing and impound management and recovery coordination. We are not a law firm and do not provide legal advice, legal representation, insurance adjusting, or regulatory determinations.

A GOA, cancellation, reassignment, dispatch, towing, storage, or other service charge may be valid depending on your contract, applicable law, circumstances, and work performed. Review your towing agreements and applicable local requirements before refusing payment or disputing a charge.

For legal advice regarding towing contracts, billing disputes, liens, vehicle possession, or other legal issues, consult qualified counsel.

Our dedicated Impound Team closely monitors industry requirements, documentation standards, and applicable fee restrictions across the locations we serve. We handle the entire recovery process, verifying vehicle status, processing paperwork, and negotiating when excessive fees are demanded.

 

We customize the invoicing process to fit your needs. You can receive invoices immediately after each service, daily or weekly, sent directly or through your preferred industry platform. Our streamlined billing keeps everything transparent and makes your accounting simple.

We advance impound funds quickly using the best method for your situation , ACH, wire transfer, eCheck, or immediate cash payment through our agent.

The Tow Auto Portal gives you simplicity, transparency, and accountability in every tow or impound request. Read More 

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Don't Let Tow Contractors Control Your Fleet

If your company is dealing with excessive GOA charges, reassigned impound calls, unexplained fees, storage delays, unauthorized subcontracting, unreliable response times, or invoices that don't match the work performed, Impound Compliance can help.

We help rental companies and commercial fleets independently coordinate towing and impound recovery, verify what is holding up vehicles, review the operational history of a case, and move assets toward release and pickup.