Most people who call a tow truck already know they need one. What they don't always know is what to ask, what to stop doing, and what the tow operator needs from them to get the job done quickly.
We asked Stephanie Randall, co-owner and tow operator at Shad Randall's Towing & Recovery, three questions. She and Shad run light- and medium-duty towing, roadside help and off-road recovery and winch-outs across Arizona's East Valley and Pinal County, from Apache Junction and Gold Canyon down to Florence, Coolidge, Eloy and Casa Grande. Her answers are below.
What people get wrong when they call for a tow
When someone calls you for help, what do you most often see them get wrong?
Stephanie Randall, co-owner and tow operator at Shad Randall's Towing & Recovery, said: "By the time someone calls us, they usually already know they need help. What we see people get caught up in is the price, without asking enough questions about who they're trusting with their vehicle. We understand that cost matters. But you also need someone you can count on for honest information and dependable service during an unexpected and stressful situation."
"You should feel confident that the company is properly insured and operating legally, that the equipment is well-maintained and right for your vehicle and situation, and that the driver knows what they're doing. You should also be able to get straight answers about charges and what to expect."
"We're insured" isn't the whole story
Insurance matters, but Randall says it is only part of what makes a tow company safe to trust:
Randall said: "Insurance absolutely matters, but so does making sure the truck is properly inspected, equipped, maintained, and legally operating."
"Each state has its own requirements. Here in Arizona, DPS requires tow trucks subject to its regulations to keep their inspection report in the cab and display the required permit and identification decals. The decals go on the lower left rear window and one in the door jamb."
"Saying "we're insured" doesn't tell the whole story. Customers should also know the truck meets the applicable safety requirements and the company carries the insurance coverage the state requires."
What to check when the truck pulls up
Randall said: "One of the first things I would tell someone to look for is the company identification on the doors. If an unmarked truck pulls up, question it. Ask to see the DPS inspection report and proof of insurance rather than relying on a sticker alone. Missing identification or paperwork is a red flag worth checking—not automatic proof that there's no insurance."
"You're trusting someone with your vehicle. There's nothing wrong with asking them to show they're qualified and properly equipped to take care of it."
Her own company works the same way. Randall said: "We don't let anyone touch a vehicle we're responsible for without eyes on the certificate."
So before you say yes to the first truck, ask a few plain questions: Is the company insured, and can they show you? Is the truck marked, and is it right for your vehicle? What will the charges be, and what happens after the car is loaded? A good company will answer all of that without fuss.
She also sees the tow company's job as more than the tow itself:
Randall said: "As we see it, our job is not only to get you safely off the road, but to help you through the process. That includes explaining what happens next and helping you understand how to request reimbursement if your roadside coverage allows it. We want you to know we have your best interests at heart and will treat you the way we would want to be treated."
Keys are key
The other thing people overlook is small, and it causes real delays:
Randall said: "Keys are key!! If you even think you may need a tow and won't be with the vehicle, talk with us about a secure place to hide the keys with it and tell us exactly where they are. Don't lock them inside or take them with you without talking to us first. Depending on the vehicle, we may need them to get inside, unlock the steering, or shift into neutral. Having the keys available can save unnecessary delays, extra work, and added charges."
Can you keep driving an overheating car?
When a car overheats out on the road, what usually happens if the driver keeps going?
Randall said: "Continuing to drive can turn a cooling system problem into major engine damage—a blown head gasket, a warped cylinder head, or even a seized engine. We understand wanting to make it home or thinking, "I just need to get to the next exit." But those extra miles can make a big difference in your repair bill. Pull over as soon as it's safe, shut the engine off, and call for help. Never open the radiator cap while the engine is hot."
The short answer to "can I drive home?" is no. The temperature gauge climbing is the moment to stop, not the moment to push for one more exit. And leave the radiator cap alone until the engine has cooled.
Randall said: "That's where we come in. Tell us where you are and what's happening. We'll help you work through the next steps, bring the right equipment, and tow your vehicle to your chosen repair shop or another safe destination. You don't have to risk more engine damage trying to get it there yourself, and you don't have to figure everything out alone. A tow is usually a lot less expensive than replacing an engine."
What gets people stuck in sand and mud
When someone gets stuck off-road or in sand, what usually got them stuck?
Randall said: "Here in Arizona, our off-road lovers like the water and sand! We see a lot of winch-outs where the ground turned out to be much softer than someone expected. Desert areas that look firm can give way to deep, loose sand that seems to have no bottom. Sometimes that sand is in a body of water, and you can't see what you're driving into. Even four-wheel drive doesn't guarantee you won't get stuck."
"Mud can be just as challenging. Our hard-packed, caliche-like dirt can look solid when dry, but wet areas can become slick and muddy. Once a vehicle sinks into deep mud, it can create a serious suction problem, especially when the underside is sitting in it. At that point, we're also working against the mud's hold on the vehicle."
Once you lose traction, stop
The most useful thing you can do when you're stuck is also the hardest: take your foot off the gas.
Randall said: "Once you lose traction, STOP. Something has to change to regain it. Continuing to spin your tires only buries you deeper, sometimes all the way down to the frame rails. What could have been a straightforward winch-out becomes a much more difficult recovery. That means more work, more time, and possibly more equipment—which means more money to get you unstuck."
What to send the tow company
Randall said: "GPS coordinates are a must when you're off-road. Drop a pin where the vehicle is and share it with us. Tell us what you're driving, what happened, and whether water is involved. Photos of the vehicle and the surrounding area help us understand what we're coming into, but only take them if you can do so safely without entering the water. If you need to leave before we arrive, make arrangements with us for the keys before you go."
"The more we know, the better we can prepare and bring the right equipment. We'll talk you through what needs to happen and help get you back onto solid ground."
The short version
- Don't pick a tow company on price alone. Ask if they're insured, if the truck suits your vehicle, and what the charges will be.
- Look for the company name on the truck doors. An unmarked truck is worth questioning. In Arizona, you can ask to see the DPS inspection report and proof of insurance.
- Not staying with the car? Agree on a hiding spot for the keys with the tow company. Don't lock them inside or take them with you.
- If the engine overheats, pull over when it's safe, shut it off and call. Don't open the radiator cap while it's hot.
- Stuck in sand or mud? Stop spinning the tires.
- Off-road, drop a GPS pin and share it, say whether water is involved, and send photos if you can take them safely.
Waiting on a truck now? Yana Reidhead of Arizona Boyz Towing has tips on what to do while you wait for a tow truck. And if you're worried about the bill, see how much a tow company can legally charge.
Thanks to Stephanie Randall of Shad Randall's Towing & Recovery for her answers.
