Fortunately this is a rare occurrence, but there are times when a vehicle might be towed or impounded for one reason or another. The first thing to do is relax. Regardless of the reason, we will handle the process to make sure your vehicle is released and brought back to us for you.
The police or someone else called me about my vehicle being towed.
If you've received a call from the police or anyone else about this, document whatever information they give you so that you can pass that on to our team. You're also welcome to provide them with our information, including our company name and phone number listed on our contact page. The most important things to make note of are (1) who is calling you as well as their call back phone number, (2) where the vehicle is currently located including the company name, address, and phone number, as well as (3) why the vehicle was towed and where it was towed from. If you're able to provide that information to us, that will significantly reduce our time to retrieve the vehicle.
What do we need from you as the owner?
Depending on the circumstances surrounding why the vehicle was towed in the first place, we may or may not need anything from you. If the impound requires authorization to release the vehicle from the vehicle owner, we will have you complete this form: Vehicle Release Authorization (Fill Out with DocuSign or Download & Print PDF). You MUST have the document notarized by a registered Public Notary. If you're unsure how to find one close to you, check out this website: NotaryRotary.com. Once we have this back from you we'll be able to move forward with the impound and roadside assistance to recover your car.
Will we send someone to get the vehicle from the impound?
This isn't something that's typically necessary or possible. If a vehicle was impounded or towed during a trip, it's the responsibility of the marketplace that rented it out to provide us with a tow to get it back to us.
What if the vehicle is damaged?
If the vehicle ends up being damaged, we will work through the claims process for you to ensure the damages are covered and repaired. For more information about our claims process, see Body Damage Claims Process.
How long does it take to retrieve a vehicle?
This is a difficult question to answer as it depends on a lot of variables. Most of the time we're able to have a vehicle retrieved and back at our facility within the same day. However, it can take longer depending on weather, how long it takes to process paperwork, how long it takes for roadside to pay any outstanding bills with the tow yard, etc.
Will I receive updates about the progress of the recovery?
You should receive updates by text, email, or both along the way from us.