ARE YOU ONE OF THE TOWMAN 100? LEARN MORE ON PAGE 43 AND LET US KNOW!
MARCH 2019 / $10
THE ROAD CALLS
Off the Bridge
Interstate Towing responds to a Buick in a fast-running river in January
Police Towers Conference ATShowplace.com Enjoy your coffee at TowIndustryWeek.com
Know Your Digital Dispatch Options Using the Right Oils in Your Heavies
AmericanTowman.com
TowIndustryWeek.com
Which CDL Do Your Operators Need?
Volume: 43 Issue: 3 2019
On the cover: Interstate Towing responded with a 60-ton Jerr-Dan rotator, Jerr-Dan flatbed and heavy support unit for a car that plunged into the Westfield River.
march
FEATURE CONTENTS
22
Behind the Scenes Know your company’s wants and needs to best evaluate digital dispatch options. by Paul Stephens
Departments The Walkaround . . . . . . . . . . . . . . 6 News Share . . . . . . . . . . . . . . . . . 8 Road Tools . . . . . . . . . . . . . . . . . 10 Zoom In . . . . . . . . . . . . . . . . . . . 11 Tow Boss. . . . . . . . . . . . . . . . . . 12 Work Horse. . . . . . . . . . . . . . . . . 18 Ad Index . . . . . . . . . . . . . . . . . . 34 Tow Manager . . . . . . . . . . . . . . . 36 Tow Engineer . . . . . . . . . . . . . . . 44
28
Off the Bridge Recovery Interstate Towing in Massachusetts responds when a full-size sedan plunges off a bridge. by Jim “Buck” Sorrenti
48
Outside Influencers
Repo Run. . . . . . . . . . . . . . . . . . 58
ETAs are improving where AutoReturn goes.
Repo Times. . . . . . . . . . . . . . . . . 60
by Brendan Dooley
Towman’s Market . . . . . . . . . . . . 62 My Baby.. . . . . . . . . . . . . . . . . . 64 Low Down . . . . . . . . . . . . . . . . . 66 Adventures of A.T. . . . . . . . . . . . . 73
4 • March 2019 - TOWMAN.COM
This 2017 RAM 5500/Chevron Renegade 408 is fired up at Rocky Mountain Towing in Boise, Idaho.
Hats Off to Dispatch by Dennie Ortiz
In the pages of our magazine, we focus greatly on the tow operators and the challenging work they perform, but we also need to give credit to the other personnel that work hard in the tow business. Who would you consider the most valuable player on your team? Is it your tow operator that’s on the front line each day assisting and servicing your customers and the motoring public in general? Is it the person in your company who helps bring in towing contracts with the local municipality and business that brings in the money keeping the business alive? Would you suggest that your accounting department personnel as your MVPs as they keep the books in order so that your business stays in the black? Could it be that every individual on the team is equally valuable,
which supports the business in its entirety following Aristotle’s philosophy that “the whole is greater than the sum of its parts.” I think everyone on the team is valuable—with each playing a supporting role in the success of the business—though each individual’s responsibilities will vary in importance at times. One critical role in the operation of a tow business, one that affects nearly every other aspect, is the job of the dispatcher. In this issue, Operations Editor Randall Resch describes the critical importance of this role and what qualities to look for in in order to find those individuals who are talented enough to fill it successfully. The dispatcher wears many hats … and needs to wear each of them with proficiency. So, hats off to all the dispatchers out there who keep the customers, tow operators and the business owner in a happy place.
Editorial Board Tommy Anderson Roy Carlson Debbie Collins Belinda Harris Bill Johnson Ron Mislan Kurt Wilson
Dallas, Texas Saint Paul, Minn. Las Vegas, Nev. Greensboro, N.C. South Hadley, Mass. Warren, N.J. Creve Coeur, Ill.
American Towman Staff Gina Johnson Dennie Ortiz Ellen Rosengart Norma Calitri Jimmy Santos Toni Vanderhorst Henri Calitri Patrice Gesner William Burwell Peggy Calabrese Ryan Oser Emily Oz Bob Aglione Steve Calitri
Page Layout Artist Advertising Sales Mgr. Senior Account Exec. VP of Accounts General Manager Publisher’s Assistant Customer Service Subscription Manager TIW Media Director Regional Advertising Sales iMarketing Manager ATTV Producer Communications Director President
E-mail: Publisher: dortiz@towman.com Editor-In-Chief: scalitri@towman.com Editor: bdooley@towman.com
by Brendan Dooley
6 • March 2019 - TOWMAN.COM
Publisher Editor-In-Chief Editor Senior Editor Operations Editor Field Editor, West Field Editor, Northeast Chassis Editor Safety Editor On Screen Editor Repo Run Editor
American Towman Media Headquarters 2 Overlook Drive, Suite 5, Warwick, NY 10990 800-732-3869 or 845-986-4546
Time Marches On As technology continues to improve at a persistently increasing pace, businesses must take note or be left behind. Accepting change in tow businesses is a matter of course, whether considering advances in parts, equipment or procedures. This issue, Field Editor Paul Ste-
Dennie Ortiz Steve Calitri Brendan Dooley Charles Duke Randall Resch Terry Abejuela Jim “Buck” Sorrenti David Kolman Bill Simmons Emily Oz Mark Lacek
phens discusses the advancing technologies in GPS and digital dispatch (p. 22) and how they are affecting to companies. He shows how important it is for owners and managers to be familiar with their own company’s needs—as well as its potential future wants—to effectively evaluate which platforms and features will be best to advance.
AT’S Digital Edition: itowman.com AT’S Website: americantowman.com AT’S Weekly: towindustryweek.com ATTV: americantowmantv.com Copyright ©2019 American Towman Magazine is published 12 times a year by American Towman Media, Inc. Subscription: Single Copy: $10 1 yr: $60 – 2 yrs: $110 International: $75 & $135 All material published through American Towman Media (AT), to include American Towman Magazine, iTowman.com and TowIndustryWeek. com, including advertisements, editorials, articles and all other content is published in good faith. However, AT accepts no liability for any errors or omissions, and does not endorse any companies, products or services that appear. AT does not test or review products submitted for inclusion in its publications. AT does not accept responsibility for the accuracy of content, warranties or claims made or implied by its advertisers. The views expressed are the authors’ alone and do not necessarily reflect the views of AT. The act of mailing or delivering a letter, email or article to AT shall constitute permission to publish that letter or article or any portion thereof. AT reserves the right to edit any and all material submitted. No part of the magazine or websites may be reproduced without prior written consent of AT.
Tow Trucks… in Space In space, there is no junkyard or seller to take a satellite that is out of commission to another location. Researchers at Stanford University in Palo Alto, California, have developed a resolution to that problem in the form of an artificial intelligence-powered navigation system. Simone D’Amico, Stanford professor of aeronautics and astronautics, has partnered his Space Rendezvous Lab with the European Space Agency to drive the creation of an AI system that will direct a so-called ‘space tow truck.’ Together, the organizations are hosting a competition for an AI system that can identify dilapidated satellites and guide repair vessels to refuel, repair or remove them. To find the derelict satellites, the tow truck will rely on cameras. Source: ecnmag.com.
Tower Imposter Hits Parked Car
In Oregon, Stanfield police arrested a tow operator imposter who stole a tow truck and company shirt in Spokane, Washington, and drove it into Idaho and then Oregon. Police said 64-year-old Randy Krieg allegedly took the truck and company shirt from a tow lot in Spokane and tried to pass himself off as an operator. During his jaunt through the three states, he stopped for lunch in Stanfield where he hit a parked car in the lot. He tried to pass himself off as an employee of the company, but Stanfield police discovered the ruse when they ran his ID and plates. They also found he was driving on a suspended license. Source: newstalk870.am.
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Crash Victim, Wife Thank ‘Samaritan’ Towman Nikki Bauer’s pick-up truck flipped multiple times in a crash on I-10 in Jacksonville, Florida, landing upside down and crushing her. Bauer was pinned between the ground and her truck, and couldn’t breathe. Strangers stopped to flip her car back over. Bauer’s wife, Samantha Walker, recently met and thanked towman Keith Stanley, one of the good Samaritans who helped. “You are an amazing man, you are one hell of a man,” said Walker, when she met him. “I cannot thank you enough for what you did.” The injured Bauer also sent him a video from her hospital bed that Walker shared. “If it wasn’t for all of you, I know I wouldn’t be here today,” she said in the video. “Thank you for saving my life.” Source: firstcoastnews.com.
Samantha Walker recently thanked towman Keith Stanley for his role in rescuing her wife following an accident. firstcoastnews.com image.
Study: Drones Help
in Quick Clearance Conventional mapping of a severe or fatal crash to help law enforcement manage an accident scene can take two to three hours, depending on its severity. However, a study from the Purdue College of Engineering showed using a drone could map a scene in five to eight minutes, allowing public safety officers to open roads much quicker and shrink the window for secondary accidents. The Tippecanoe County (Indiana) Sheriff’s Office used drones to map crash scenes 20 times in 2018 and another 15 times in the same year to support specialty law enforcement teams throughout Tippecanoe County and in neighboring counties and jurisdictions. “Overall, it can cut 60 percent off the down time for traffic flow fol-
Captains Rob Hainje and Terry Ruley of the Tippecanoe County (Indiana) Sheriff’s Office test drone technology for use at vehicular crash sites. Purdue University image.
lowing a crash,” said Captain Robert Hainje of the Tippecanoe County Sheriff’s Office. “The technology is so much faster than traditional ground-based measurements and provides a much better comprehensive documentation that it opens up all different kinds of research,” said Ayman Habib, an engineering professor at Purdue. Source: purdue.edu.
… I cannot thank you enough …
Seeking the Towman 100 Is your company’s fleet one of the largest in the industry? Now is the time to let American Towman know. American Towman Magazine is celebrating the largest 100 Towing & Recovery companies in the United States with a special, invitation-only Towman 100 luncheon on May 10 during the American Towman ShowPlace/Tow Industry Week at the South Point Hotel & Casino in Las Vegas, Nevada. The Towman 100 Award luncheon is complimentary. Additional attendee tickets are $40 for a three-course meal. This is a rare opportunity to meet the competition on neutral ground, break bread and share stories of success and failure. Learn about the future of our industry and form lucrative new relationships. Contact Annette O’Mahoney, American Towman events manager, for more information at 800-732-3869 x218 or annette@ towman.com.
Bill Targets Unpaid Tow Bills
A bill in the Mississippi senate would allow tow businesses in the state to sell personal property left inside of towed cars to cover unpaid towing bills. Tow businesses are allowed to auction off towed vehicles after a waiting period and proper advertising and notification. However, they aren’t currently allowed to hold or sell personal property left inside of towed vehicles. The bill also would remove the five-day waiting period for property owners to have vehicles towed. Source: bradenton.com.
Work the non-traffic side–Stay Safe!
NYPD Gets New Tow Truck Teams New York City Mayor Bill de Blasio appeared at an NYPD tow lot recently to announce the creation of seven newly dedicated tow teams that will patrol the five boroughs with the specific job of keeping bus lanes clear. The New York Police Department said that bus lane and bus stop violations have increased by 28 percent in 2019, and moving violations in the bus lanes have increased 612 percent; towing has increased 7 percent. “(I)t’s really clear to all the folks out there who think about … parking in a bus lane—don’t do it,” the mayor said. “These good public servants are coming to get you out of that bus lane if you’re blocking millions of New
Mayor Bill de Blasio, at the NYPD tow pound, recently announced a crackdown on cars parked in bus lanes. Mayoral Photography Office image.
Yorkers from being able to get where they need to go.” Source: gothamist.com.
Buffalo Changes
Weekend Storage Rules The Buffalo (New York) Common Council is taking steps towards changing rules for tow operators in the city and recently adopted a policy that adjusts forms of payment, added fees and hours for pick-up at private lots. With the bill, the city will now enforce penalties when towers don’t report to police when cars have been moved. Part of the resolution includes payment options beyond cash. The bill also adds weekend pick-up hours. “Most importantly, what this does is it requires tow truck operators to be open on the weekends if they want to charge for storage. We were hearing about a car being towed on a Friday afternoon or evening sitting in a tow lot for the weekend without the ability for the owner to retrieve it, but they’re being charged for the storage. Now, they will not be allowed to charge for storage,” said councilman Chris Scanlon. It was on the mayor’s desk to be signed at press time. Source: wivb.com. In Buffalo, New York, the city council recently voted unanimously to have tow yards open some weekend hours. wivb.com image.
AMERICANTOWMAN.COM - March 2019 • 9
Check Out What’s NEW and HOT! Miller Dual Reverse Camera Miller Industries’ optional Dual Reverse Camera System (No. 124004733) for medium- and heavy-duty wreckers comes with a monitor for inside the cab of the truck and dual reverse cameras for both high- and low-angle views at the back of the wrecker. With this system you are able to see your underlift position to the casualty and get a higher rear view when maneuvering in tight areas. Navigating urban or city streets in a heavy-duty towing unit can be challenging at times, but the back-up camera system from Miller improves the line of sight.
millerind.com
In The Ditch HD Drawers In The Ditch recently introduced its new HD Drawers that have a 500-lbs. capacity and are built from military-grade aluminum. Each drawer slide has a lock in/out position to keep from closing, making it easier to load while out on the road. In the Ditch took the guesswork out of installation by building a drill template right into the tray which allows you to mount them to any flat surface. The HD Drawers include five adjustable dividers to help keep things organized. The HD Drawers are a part of the In The Ditch Pro Series Toolbox Accessory Line. Specific toolbox layouts can be found online.
intheditch.com
Custer Products’ Light-Duty Tow Light Custer Products recently added the Light-Duty Tow Light to its Lite-itWireless line. The low-profile LDTL is 23” long, for light- and medium-duty tows, but still includes all the features of Custer’s larger, heavy-duty light bars. The LDTL has a steel handle to mount and store with ease, comes in a sturdy polyethylene case, uses a bracket on the bottom for easy access to the battery, has auto-grade circuitry and is individually serialized to prevent crosstalk.
custerproducts.com
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New Ford Super Duties for 2020 A new Ford-designed/ built 10-speed auto transmission joins the Super Duty lineup in 2020.
Ford’s new 7.3L V8 gas engine for the 2020 Super Duty lineup. 2020 Ford F-350 Super Duty.
F
2020 Ford F-450 Super Duty.
ord recently introduced its next level of Built Ford Tough heavyduty pickup trucks with the new 2020 F-Series Super Duty lineup. The new F-Series Super Duty improvements include new gas and diesel engines, an all-new 10-speed automatic transmission, chassis upgrades, exterior and interior design updates, and smart advanced technology that increase towing, payload and connectivity. An all-new Ford-designed and Ford-built 7.3L V8 joins the standard 6.2L V8 in the Super Duty’s gas engine stable. Ford’s third-generation 6.7L Power Stroke diesel V8 is upgraded with more power and torque. Both engines are paired with an all-new Ford 10-speed heavy-duty TorqShift automatic transmission. Ford is the only manufacturer to design and build all of its heavy-duty engine and transmission combinations.
Work the non-traffic side–Stay Safe!
The 7.3L V8 is expected to be the most powerful gas V8 in its class. It uses an all-new cam-in-block OHV architecture with cast-iron block and forged-steel crankshaft for maximum durability. Port injection with variable-valve timing optimizes the intake and exhaust to match performance with workloads. Oil jets cool the pistons under heavy loads. Super Duty’s third-generation 6.7L Power Stroke includes a new 36,000-psi fuel injection system with all-new injectors that precisely meter and spray up to eight times per stroke to control noise levels and optimize combustion. Ford is making its all-new 10-speed TorqShift automatic transmission available across all three Super Duty engine offerings for the new 2020 model. It features a wider gear ratio span than the six-speed and is designed for the harshest towing conditions. This electronically controlled
transmission has selectable drive modes that include normal, tow/haul, eco, slippery, and deep sand and snow. The entire unit fits in the same space as the six-speed and weighs only 3.5 lbs. more. Every new 2020 Super Duty includes FordPass Connect embedded 4G LTE modem with Wi-Fi access for up to 10 devices, keeping crews in communication. Available lane-keeping alert helps you stay between the lines on the road. The Blind Spot Information System with trailer coverage monitors for vehicles in your blind spots – even when towing. Pre-Collision Assist with Automatic Emergency Braking and Pedestrian Detection aids in avoiding or mitigating collisions with other vehicles and pedestrians. The new 2020 F-Series Super Duty will start shipping to dealers this fall.
ford.com
AMERICANTOWMAN.COM - March 2019 • 11
Dispatchers: Loved, not Forgotten By Randall C. Resch
Like a game of chess, a company’s dispatcher must be a solid strategist in navigating the board where the right moves are a prerequisite to winning the game.
O
ur industry’s dispatchers are seldom recognized or thanked for the work they do. (To those talented personalities working as tow company dispatchers, I personally say, “Thank you; I couldn’t and can’t do the work you do.”) Finding qualified applicants is tough based on today’s industry and how important a job dispatcher is in the company. Some owners simply may think they can fast-track any office staff to dispatcher. True dispatch-ready candidates are tough to find. Today’s dispatchers must be (min-
12 • March 2019 - TOWMAN.COM
imally) computer savvy beyond basic office skills. Because today’s auto clubs and roadside services use GPS technology to dispatch calls, 30 words per minute meets only one entry-level requirement. When I was a kid, Mom dispatched for an answering service using old plug-and-wire consoles common in the 1960s. Without GPS software, tow companies work with old-world mentality and aren’t taking advantage of the benefits of tow-specific digital dispatch programs. Owners should know it makes no sense sending trucks across town and crossing paths. Fuel
efficiency and timely arrival are the top justifying factors in choosing the nearest truck. GPS dispatching requires much more individual and operational capabilities. GPS systems pinpoint the closest trucks and operators to service call requests. A GPS-based system is a solid requirement for tow companies seeking smooth operations. For tow companies accepting calls from the motoring public, dispatchers are the life-blood of the services and operations they sell. There’s no
Continued on p. 14
... continued from p. 12 doubt that towers conduct the work and typically get the credit, however dispatchers are the behind-the-scenes magicians working at the forefront of every tow. They receive calls, assign drivers and solve the customer’s problems, all while balancing the dispatch board with precision and composure. Like a game of chess, a company’s dispatcher must be a solid strategist in navigating the board where the right moves are a prerequisite to winning the game. In todays’ world, competent dispatchers handle whatever comes at them with little effort in the orchestrated chaos.
Not So Easy
Having been in this business and law enforcement for 50 combined years, I’ve worked with some incredibly capable police and tow company dispatchers; some good, some not. Dispatching has an especially difficult learning curve for the ins and outs
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of the process. Hiring smart is key to finding the perfect applicant. Dispatching is fast-paced to work the phones, be computer literate, tech savvy, have personality, and be tolerant and patient with customers, drivers and bosses. Dispatchers juggle multiple scenarios, release vehicles, and handle nasty and upset customers, all without overloading or going ballistic and then … come back tomorrow to do it all again. Tow operations have an operational similarity to over-the-road trucking. Yet, different than OTR dispatchers, a flurry of unannounced calls can happen at any time. Both professions have the same goal; the quest for on-time arrival and delivery. There’s the constant need to manage and balance call volume and its share of stresses and anxieties until activity and volume returns to normal. Owners, do you provide your dispatcher applicants a job description describing the competencies you seek? Because dispatcher requirements vary
from company to company (depending on the niche served), is there a written description of those tasks? Because tow company dispatch isn’t the same as a 911 dispatcher, provide a written job description with the applicant at the initial interview so they know what’s expected of them. Selecting the right person with solid administrative skills and a great personality is necessary in avoiding lost profits, lost productivity, low employee morale and loss of direction. At the onset of hiring or interviewing dispatcher applicants, ask questions to focus on what industry and administrative skills they possess above and beyond office and typing proficiencies. While hiring someone with a 911 dispatch certificate would be ideal, that’s near to impossible. Still, an applicant should have an idea as to what the tow industry is about as well as having a high level of common sense necessary of the position. The
Continued on p. 16
... continued from p. 14 following points are basic requirements for tow dispatchers: • Accept calls for services, emergency and non-emergency scenarios. • Receives and transmits pure and reliable information to responding tow drivers. • Responsible for cost-effective movement of tow trucks and equipment. • Tracks real-time movements of tow vehicles, equipment and operators. • Prioritizes, locates and assigns qualified drivers in proper tow trucks for the task. • Records, enters and time-stamps pertinent information into the dispatch computer. • Monitors and updates driver status until completed.
Pinpointed Skills
Dispatching isn’t for the faint of heart. Tow drivers can be aggressive, oftentimes difficult personalities that challenge a dispatcher ’s abilities. Especially true if the tow driver has that self-inflated ego, or, was a former OTR driver; they may not have a calm, bedside manner if dispatchers aren’t dispatching to their liking. These seven skills help build your style and proficiencies: Take Control: Controlling the chessboard is a process not guided by confusion or knee-jerk reactions. Triage Each Request: Triage is the process of determining the call’s priority based on the severity or urgency of its circumstances. In the towing and recovery world, triage prioritizes and manages call volume and response. Strive for Profitability: As in all fleet operations, sending drivers across town, when there’s a closer truck, means for time delays and expended fuel. “The Three S’s”: Find ways to satisfy, soothe, and serve upset customers by offering alternative plans or altered time schedules. Honesty: Customers don’t like
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being lied to. If there are delays, keep customers posted with updates and revised arrival times. Know the Industry: Towing and recovery is far different than other industries based on the product and work we conduct. Matching tow equipment with its qualified driver is key to meeting the needs of the motoring public and contracts. Dispatchers; learn what tow trucks serve size and situation using resource materials like, TRAA’s Vehicle Identification Guide, AAA Towing Guides, online Q&A, or, whatever reference materials in the company’s dispatch library.
‘‘
Competent
dispatchers handle whatever comes at
them with little effort in the orchestrated chaos.
Watch the Flock: Tow drivers don’t like being pushed, babysat and watched over. A dispatcher’s focus is to keep drivers moving. The computer screen displays live-time updates as to the tower’s status, but drivers may require additional stimulation during increased activity.
The Interview
Dispatchers must know how to read, write, spell, comprehend and then dissect the caller ’s information while being a friendly listener and communicator. From information come the details necessary to meet their needs and situations. When working with law enforcement, there’s little room for error and misjudgment. During the interview, and for the purpose of a personality check, I typically create a “difficult driver” scenario asking the applicant to tell me how they’d handle a towman who refuses to take a call. I have them explain what
response they’d have if a night driver crashes their truck and calls screaming (in panic) to say they’re injured. I present these questions to the applicant with a sense of urgency, and watch their responses to gauge their ability to problem-solve. Because the process of dispatching is a game of unannounced call volume and constant change, a qualified applicant should handle off-the-wall questioning without hesitation. There’s a natural progression that occurs on the way to dispatch proficiency where success hinges on a well-run dispatch office. The company’s employee handbook should have written policy that addresses dispatch activity and who’s authorized in charge of tow trucks and driver movements. Towers should know what’s required of them with management firmly supporting dispatch activities. Newly hired dispatchers will make mistakes as they work through the learning curve. Relying on the company’s office supervisor, lead driver or owner may be part of that learning curve. Goofy questions are valid and mistakes will happen until they develop a feel for the position and its complex workings. As chess master Irving Chernev once said, “The best strategies make for a winning game … every chess master was once a beginner.”
AT Expos
Coming to this year’s American Towman Expos in Las Vegas, Dallas and Atlantic City, Randall will be conducting seminars on today’s tow company dispatch processes. Details regarding dates, times and locations will be announced in future AT articles and in Tow Industry Week. Owners and dispatchers are invited to attend these informative sessions.
Operations Editor Randall C. Resch is a retired California police officer and veteran tow business owner, manager, consultant and trainer. He writes for TowIndustryWeek.com and American Towman, is a member of the International Towing & Recovery Hall of Fame and recipient of the Dave Jones Leadership Award. Email Randy at rreschran@gmail.com.
Using the Right HD Engine Oil
P
By David A. Kolman
roperly maintaining a heavyduty diesel truck engine provides a number of benefits, including reliable operation, maximized truck performance, less vehicle downtime and longer engine life. Improper care of a diesel engine and its emissions system can lead to an engine malfunction or breakdown, time-consuming downtime and costly repairs and non-compliance with air pollution laws. A best practice is to establish an effective preventive maintenance program wherein vehicles are brought into a shop for inspection and maintenance on a regular schedule. At this time, any defects and/or problems can be identified and fixed, which helps prevent a breakdown, violation or accident.
Blood Vessels
Engine oil to a vehicle is analogous to the body’s blood vessels. Blood vessels carry oxygen and nutrients to cells and transport carbon dioxide and waste products away from the cells. Similarly, oil circulates through the engine, performing critical functions necessary to maintain engine performance and maximize its useful service life. Engine oil has four essential jobs: • Control soot from combustion byproducts, which can lead to oil thickening, premature filter clogging and engine wear. • Create the appropriate viscosity to influence both low- and high-temperature protection and fuel economy. • Prevent or minimize friction and wear that is caused by corrosion, metal contact and contaminants. • Control deposits and keep the engine as clean as possible, especially in such critical areas as upper piston surfaces and the valve deck. 18 • March 2019 - TOWMAN.COM
Engine oil needs to be changed on a regular basis because it can lose its performance properties over time. Engine oils oxidize and become loaded with soot, friction debris and contaminants that can only be removed by draining the oil. Acids formed as a byproduct of combustion also degrade the oil. Improvements in engine design and oil quality, along with onboard vehicle technology and oil analysis programs, enable truck operators/ owners to extend oil drain intervals.
‘‘
Improvements in
engine design and
oil quality, along with onboard vehicle
technology and oil
analysis programs, enable truck
operators/owners to extend oil drain intervals. The Fundamentals
The main purpose of engine oil is to minimize metal-to-metal contact. This produces friction, heat and deterioration that generate additional wear and damage in moving engine parts. The oil in an engine reduces friction and wear by creating a slick lubricating film between metal parts that allows them to glide over one another efficiently. This helps prevent expensive repairs. For engine longevity and performance, it is paramount to select the most suitable engine oil for the engine and the operating conditions.
Engine oil viscosity refers to how easily the oil flows at a specified temperature. Oil should have a viscosity at the operating temperature that is correct for maintaining a fluid film between the engine surfaces. Engine oils are commonly referred to as “thick” or “thin.” Thick oils have higher viscosity and are better at maintaining fluid film strength and oil pressure at high temperatures and loads. Thin oils have lower viscosity and pour more easily at low temperatures. Changes in an engine oil’s viscosity can affect the oil’s lubricating (protecting) ability. If too thin or too thick, more friction and drag will be created, resulting in premature wear and failure.
New Standards
Licensing of the American Petroleum Institute’s CK-4 and FA-4 heavyduty diesel engine oils began on Dec. 1, 2016. These new oil specifications address the varying needs of engine technologies, enhancing protection against oil oxidation, safeguarding against engine wear and protecting against degradation of low- and high-temperature properties. Additionally, the new oil specs help diesel engine manufacturers meet more stringent emissions requirements. (American Petroleum Institute is the only national trade association representing all facets of the oil and natural gas industry. The last time API released a diesel engine specification was in 2006. API has been publishing engine oil standards since the 1940s.) Changes in diesel engine technology, the necessity for improved fuel economy and more stringent Greenhouse Gas Emissions Standards brought about the need for new heavyduty diesel engine oil standards. Modern diesel engines are running at hotter
Continued on p. 20
The API introduced the “C” Service Category in 1970. The CD Service Category reached back to replace the DS Service Category which was introduced in 1955. The previous DG and DM Service Categories were likewise replaced by the new “C” Service Categories CA, CB, and CC.
Categories for Two Stroke Diesel Engines For off-road, indirect-injected and other diesel engines and be used in CD applications.
Look for the “API Donut” and Service Category on the back of the bottle. If the label says API Service “CA,” it’s an engine oil made for use in cars built prior to 1961. API CA through CG-4 motor oils are classified by the API as “OBSOLETE.” Always consult your owner’s manual for the correct viscosity grade and performance specification(s) required for your vehicle.
... continued from p. 18 temperatures and are incorporating newer metal technologies. In addition, added performance demands call for better-performing oil. API CK-4 oils replace API CJ-4 engine oils and are backward compatible with most applications where engine manufacturers recommended CJ-4, allowing use in most older diesel engine vehicles. The new CK-4 oils provide several improvements over CJ-4, including increased performance and protection gains, as well as the ability to extend the intervals required between oil changes. API FA-4 oils will provide similar
20 • March 2019 - TOWMAN.COM
improvements over CJ-4 oils, but the FA-4 oils are specifically designed for newer on- and off-highway diesel engines. These oils have a lower viscosity, meaning less friction in the engine and a reduction in fuel consumption. Yet, they offer increased levels of wear protection. FA-4 oils have limited or no backward compatibility with on- and off-highway diesels where engine manufacturers recommended CJ-4. When choosing an oil for an engine, it is important to follow the engine manufacturer’s recommendations. These are based on industry standards to give an engine a higher level of protection and performance.
Used Oil Analysis
Used engine oil analysis can be very helpful with diesel engine maintenance because it is akin to sending one’s blood to the lab for testing. Oil analysis a is quick, non-destructive way to gauge an engine’s “health” by providing important information about the condition of the engine’s internal parts and oil contamination. What’s more, monitoring engine wear serves as an early warning system of potential engine problems.
AT Chassis Editor David Kolman is a multi-faceted trucking trade journalist with experience in print, online and broadcasting. He has hosted trucker television and radio programs and helped write trucking industry documentaries and video programs.
Behind the Scenes
Why would anyone want to use digital dispatch?
The digital dispatch center at Quik Pik Towing in Phoenix, Arizona, keeps tabs on drivers and customers through GPS, mobile video and phone apps.
T
By Paul Stephens
here are times in business when we make decisions that have direct impact on our companies, and times where we hope we made the right decision just to survive. The digital age is happening. You can accept it with open arms or circle the wagons to resist it. But at what cost?
Continued on p. 24
22 • March 2019 - TOWMAN.COM
... continued from p. 22 It’s human nature to resist change, but how do you know when it’s the right time to make a switch? There is no book or set rules. Change could be when call volume exceeds the needed personnel, paperwork continues to stack up, working extra hours to complete invoicing or drivers are sitting while other company trucks drive right by them on a call. As with anyone who has ever explored digital dispatching, I was also very hesitant at first. I didn’t want any one party having too much information or insight into our business, wondering what was protected, what would be shared or who would speak to whom. It was a struggle. For 50 years we did everything with a paper and pen, running 65 calls a day. When I suggested the changeover to my family, they looked at me like I just landed in a UFO! However, today my family’s company is celebrating its 70th year in business … and we couldn’t function without digital dispatch. The GPS and digital world have evolved into a geographical road map encompassing multiple layers. Choosing which direction you want your business to explore can be overwhelming. Most of us come from the age of technology advancements more so related to computers, Internet, and cellphones and not so much the onboard tablets, smart phones and GPS terminals. When your company has decided to go digital there are a lot of questions that will need to be answered. Do you want to utilize geo-location technology or customer texting? Or are you looking for more of a dispatching platform? Start exploring by compiling a list of necessary items you want vs. items that are optional. Keep in mind that as you add features it potentially adds cost. The working list you choose will have items you feel are critical, such as your base platform and truck tracking; but the reality is the options available
24 • March 2019 - TOWMAN.COM
Dispatch in the Digital Age Different features of digital dispatch are of varying import to companies, whether that be going paperless, improved communications and more. “For me the most important feature is the ability to ‘ping’ a customer,” said Debbie Collins, president of Big Valley Towing in Las Vegas, Nevada. “This saves a lot of time, especially since customers are usually lost and don’t know where they are resulting in wrong directions. … It makes it easier to find customers.
‘‘
For me the most important feature is the ability to ‘ping’ a customer.
“[With our provider], at the end of the tow the customer has the option of answering three questions, grading us on the service, the application itself, and giving us feedback on the service. This gives us the ability to rectify any problems or concerns or congratulate a driver for doing a great job. Customer service, customer service, customer service!” For Ryan Pantusa, co-owner of Pantusa Towing in San Antonio, Texas, the dispatch system must be uniform with company operations. “Our company is 100-percent paperless
can be almost limitless. Writing down the most important items can help you decide on the best option for your business. Once you have the list completed, the search begins with what you have set for your budget. Many digital platforms are available to towing and roadside businesses. Depending on the actual screen layout and info you want included into each dispatch, you can shorten your list. The uniqueness of digital companies allows for flexibility in tweaking the platform. Talking with other towers at trade shows can lead you to companies that are better at listening to their customers. Take advice from owners and operators that help
and has been since day one. … Being paperless also means driver apps. [Our provider’s] driver app is excellent and seamlessly keeps our drivers, dispatchers and our customers connected. … “Other features that are critical to us are the ability to integrate with motor clubs. … We utilize [our provider] for all of our billing, driver licensing management, impounds and have integrated GPS systems with it as well. This allows our motor clubs to be up to date on the status of their service orders in real time.” Digital dispatch providers include: • Beacon Software (See ad p 19) beaconsoftco.com • Swoop (See ad p 51) joinswoop.com • Towbook (See ad p 75) towbook.com • Dispatching Solutions dispatchingsolutions.com • Omadi omadi.com • Ranger SST rangersst.com • Telogis verizonconnect.com • Transportation Information Systems tisfleet.com • Tracker Management Systems trackermanagement.com • VTS Systems vts-systems.com
make digital dispatching seamless for the end users. There is a long list of good digital platform companies that can help you achieve your platform goals. Being able to communicate with your trucks and literally see every beacon light go on and off or every PTO activation is not exactly brand new. Today, it has gone to the next level. The era we live in is a NOW society and customers want to know exactly where and when the truck will arrive to service them. They want to be kept in the loop without a standardized, generic ETA.
Continued on p. 26
... continued from p. 24 We can control how much information we allow our customers to have access to; but to what limit? We get pressure from customers, clients, and anyone else riding in the disabled vehicle to get there as fast as possible. The use of digital dispatch combined with GPS truck tracking helps solve this issue. Information shared with the customer can also benefit the company, such as being unable to locate the customer and sending them a text. Once opened, they can send back a GPS ping to your dispatch/driver to better refine their location which keeps from burning extra time and fuel. There are of course other benefits, such as knowing exactly where the closest truck is located for dispatching or where to send help when an operator is having an issue. Other benefits include the ability to remotely handle invoicing, time
26 • March 2019 - TOWMAN.COM
stamps, creating a past call log, text notifications for customers, updates and driver chat features for communication.
‘‘
There is a long
list of good digital
platform companies that can help
you achieve your platform goals.
These features can take pressure off your staff and provide an accurate time stamp and record of each call. Using the platform to its maximum potential is where you can get the most return on your investment.
So, who benefits from a digital platform? Is it the motor clubs who require digital connections to cut down on call handle time? Is it the customer who gets up to minute info? Is it the roadside company who can free up telephones for retail calls? Is it the operator who can work more efficiently by attending to the closest call? The real answer is all the above. Digital dispatch is for any size company. It’s benefits allow a company to work at maximum potential if you choose the right platform for your business.
Paul Stephens is a towing industry trainer with more than 34 years of towing experience. He has served as a consultant for many automobile manufacturers, equipment manufacturers, and companies for service provider education, towability and road service procedures.
Work the non-traffic side–Stay Safe!
AMERICANTOWMAN.COM - March 2019 • 27
Off the Bridge
Recovery by Jim “Buck” Sorrenti
O
n Jan. 24, 2019, Interstate Towing of Chicopee, Massachusetts, was called to respond to a two-vehicle crash that resulted in one vehicle going over the rail of a Westfield bridge. The crash occurred at about 10:14 a.m. after a pickup truck hit the car on Route 20, sending it over the side of the bridge, into the Westfield River approximately 50’ below. Police reported that the pickup truck driver may have had a medical emergency just before the crash. The bridge, known as the Massachusetts Air National Guard Bridge, is located just west of Union Street. AASP 58 Access Tools Continued on p. 30 35 Advantage Funding 44 Akins Body & Carrier Sales 47 Atlanta Wrecker & Carrier Sales S 68 Austin Hinds Motors S 72 Austin Insurance M 69 AutoReturn 43 B & Z Sales 46 Big Tows/Metro Tow Trucks N 70 Chase Insurance Agency 60 Chevron Commercial 22 ComeUp USA 23 CRASHFILM
28 • March 2019 - TOWMAN.COM
A sedan went over the rail of a bridge and into frigid waters in Massachusetts
In January, a Buick sedan went off a bridge above the Westfield River in Massachusetts (facing page, above). Interstate Towing responded with two Jerr-Dan units, a support vehicle and multiple personnel for the recovery and cleanup operations (below, bottom right).
Work the non-traffic side–Stay Safe!
About Interstate Towing
Jeremy Procon, president and owner of Interstate Towing, started the company in 1999 with just one truck, and has since become one of the leading towing and recovery providers in the area with a dedicated staff of 46 professionally trained, licensed, highly certified and uniformed personnel. (In the news: Jeremy and Interstate was the cover feature in the August 2012 issue of American Towman Magazine; operator Justin Baker received the American Towman Medal for Bravery in 2018.) Today, Interstate boasts a GPS-tracked modern fleet of more than 20 vehicles including flatbeds, low-boy and Landoll trailers, tractors, service trucks, air cushion recovery, support vehicles, 35-ton heavy wreckers and 60-ton rotators. They are a primary service provider for AAA in western Massachusetts and northern Connecticut and also operate as the primary towing service for several area police departments and the Massachusetts State Police. Interstate has locations in Springfield, Westfield, Agawam and Sturbridge, and a corporate headquarters in Chicopee.
AMERICANTOWMAN.COM - March 2019 • 29
... continued from p. 28 “We were dispatched to respond with a rotator immediately to the Route 20 Westfield River bridge for a
‘‘
Great teamwork
done by our crew
with the Westfield Fire and Police
Departments made this a successful recovery.
vehicle in the water,” said Interstate president Jeremy Procon. “We immediately dispatched our 2015 60-ton
The river was swollen from melting snow and rain; passersby had already rescued the driver (above). Operations on the bridge were secured by first responders for Interstate to position its rotator. (below).
30 • March 2019 - TOWMAN.COM
Jerr-Dan rotator, Unit 810, along with our 2017 International 27-foot box truck heavy-crash support, Unit 58, loaded with everything that may be needed for a water recovery, including dry suits, float bags and waders. We dispatched our 2019 Peterbilt/ Jerr-Dan flatbed, Unit 472, for the final transport to secure storage.” Westfield Police and Fire Department personnel were on scene when the Interstate team arrived. They were advised that a couple of good Samaritans had rescued a 79-year-old man from the crash. One bystander saw the accident and had leapt into action. He went down the embankment, jumped in the raging waters and yelled up to another bystander to grab a ladder off his work truck. He used the ladder to get the driver out by putting it under the car so it wouldn’t move. The 79-year-old driver wasn’t able
to move or speak, so the good Samaritan dragged him out to safety. The driver was rushed to Baystate Medical Center after the rescue. The crew from Interstate Towing prepared to retrieve the car from the fast-moving waters of the Westfield River. The casualty was a full-size sedan, a Buick Lucerne CXL (Buick’s top-of-the-line fully loaded model). “Once we secured the scene, we discussed the recovery approach. The most efficient way was to place the Jerr-Dan 60-ton rotator on the bridge and send twin lines down to a continuous loop attached to the vehicle’s sub-frame,” Procon said. “It was pretty far down there, about 50 feet. The river was swollen by the rain and melting snow and the water current was rushing really bad.” Operator Justin Baker climbed onto the vehicle with the water rushing beneath him while he secured the continuous loops. Operator Brian
Continued on p. 32
Work the non-traffic side–Stay Safe!
The Jerr-Dan rotator was staged on the bridge above the casualty for lines to be sent straight down.
AMERICANTOWMAN.COM - March 2019 • 31
... continued from p. 30 McNally spotted Justin with a rescue rope in case he was to fall into the water. “We signaled with our Jerr-Dan headsets to begin the extraction,” Procon said. “Operator Jeff Procon was working the Jerr-Dan rotator from 50-feet above communicating with Justin, Brian and fire officials to make for a safe recovery. … “Once the vehicle was placed on the roadway, we did a smooth roll onto its wheels and secured the leaking fluids with oil booms. Police did
Interstate team members discuss the recovery scenario (above). The company sent it’s heavy support unit that includes equipment for a water recovery (below).
32 • March 2019 - TOWMAN.COM
an inventory and inspection,” said Procon. “The vehicle was then placed onto our Jerr-Dan flatbed Unit 472 for transport and secure storage. … “Fortunately, the driver is OK thanks to the good Samaritans. Great teamwork done by our crew with the Westfield Fire and Police Departments made this a successful recovery.”
Jim “Buck” Sorrenti, a longtime editor of American Towman, has been our field editor for the past 10 years. He is a freelance writer and photographer with more than 40 years of experience covering motorcycle, hot rod, truck and towing culture. He writes weekly for TowIndustryWeek.com.
Triple Fatality in California A recent head-on collision on the Rincon grade in Valley Center, California, left three people dead. The collision involved a white pick-up truck that crossed the center line and struck a black tow truck. The towman was transported to Palomar Medical Center with serious injuries. Three occupants in the pickup died upon impact, while a fourth passenger fled the scene. S&R Towing hosted a leg of the Spirit Ride when it traveled through San Diego. The flatbed that S&R Towing used to transport the Spirit casket in the Ride is the same one that was struck in this accident; it was totaled. Source: valleycenter.com.
Work the non-traffic side–Stay Safe!
AMERICANTOWMAN.COM - March 2019 • 33
AD INDEX March 2019
Page #
Access Tools 23 Akins Body & Carrier Sales 35 American Legacy Firearms 15 American Safety & Supply 54 Atlanta Wrecker Sales 38 Atlantic Emergency Solutions N 72 AT ShowPlace - Las Vegas 40-42 Austin Insurance S 67 AutoReturn 52 Beacon Software 19 Casanova Towing Equipment W 72 Chevron Commercial 46 Crouch’s Wrecker Equip. & Sales 37 Custer Products 27 Danco Products 31 Deep South Wrecker Sales 55 Dual-Tech Wreckers & Carriers 47 Dynamic Towing & Equipment Mfg. 26 Elizabeth Truck Center 49 Environmental Chemical Solutions 60 Erkin World Power 17 ESTRA Tow Show N 68
34 • March 2019 - TOWMAN.COM
To receive free information on products and services from our advertisers go to www.TowExtra.com
Page #
Ford Commercial Truck 2, 3 G. Stone Commercial N 70 Ginn Carrier & Wrecker Sales 61 In The Ditch Towing Products 21 Intek Truck Equip. Finance & Lease 47 Kenworth of South Florida 59 Landoll Corp. 14 Legacy Plus Insurance 45 Len Zermenos 53 McMahon Truck Center M 69 Midwest Wrecker M 67, S 67 Miller Industries 5 Mobile Create USA 45 New England Truckmaster N 71 New England Wrecker Sales N 69 North American BanCard 7 Northeast Auto Service Sales N 67 Northeast Wrecker Sales N 68 NRC Industries 13 OMG National M 71, N 71, S 72, W 71 Pacific General Insurance Agency M 70 Progressive Commercial 39
Page #
PWOF 56, 57 Recovery Billing 55 Sanderson Truck Equipment 54 Santander Bank 76 Sea Crest Insurance Agency W 71 Select Truck & Equipment M 68 Sepson US 49 Smyrna Truck Center S 68 Sterling National Bank 34 Swoop 51 Towbook Management Software 75 Tow Industries W 68 Towman 100 43 TowMate 33, 61 TowTrax 60 TruckMax 33 Utility Trailer Sales S.E. TX W 72 We Buy Key Fobs 27 WorldClass Insurance Service W 67 Worldwide Equipment 25 Worldwide Equipment Sales W 67 WreckMaster 50
Who Needs a CDL?
T
by Brian J. Riker
he Federal Motor Carrier Safety Administration oversees the regulations regarding commercial driver licenses as part of their overall mission to promote highway safety. Each state has the right to have stricter requirements for their driver’s license program, however they must accept out-of-state licenses that meet the federal minimums. Only a handful of states have differences that may impact towers; most follow the federal guidelines. “What is a CDL and when do I need one?” It seems like a simple question and it’s one I’ve heard a lot lately. It seems there is some confusion regarding commercial driver licenses, endorsements and restrictions. CDLs are broken down into three base classes that indicate which weight classes of vehicle you are qualified to operate. The weight classes are based on the manufacturers’ declared gross vehicle weight ratings. Some states will also look at actual weight or registered weight to determine if a CDL is required. (Registering a vehicle below the CDL threshold will not avoid a CDL if the manufacturer’s declared GVWR is over the CDL threshold.) In addition to the weight classes are endorsements and restrictions that further specialize types of equipment you may operate. In 2015, the FMCSA and American Association of Motor Vehicle Administrators worked together to update many of the restrictions to create uniformity between states. Unfortunately, this effort caused some confusion, as well as the need for certain drivers to retake their skills exam. For example, Florida was not honoring the federal restriction on automatic transmissions that had been in place since 2015. They were issuing unrestricted CDLs up until late last year. This has caused many drivers that tested on automatic-equipped trucks to retake their skills test if they wish to drive manual transmission vehicles. The following covers the basics of the CDL class system.
Class A
Class A is for combinations of vehicles where the power unit (truck) has a GVWR greater than 26,001 lbs. and is towing one or more units with a GVWR of 10,001 lbs. There are a few endorsements and restrictions that affect the versatility of the class A CDL; however the “O” restriction is the newest and most misunderstood. Simply put, if you don’t test in a full tractor-trailer with a fifth-wheel hitch connection and instead use a pintle or ball hitch, you will not be permitted to operate full tractor-trailer combinations. Many towers, including myself, have used a heavy wrecker to tow another truck to test for our Class A CDL. Since 2015 this has, or should have, resulted in a restricted license.
Continued on p. 38
36 • March 2019 - TOWMAN.COM
Determining Class of CDL Required
Is the GCWR 26,001 or more pounds? NO
YES Is the GVWR or the trailer/towed unit 10,001 or more pounds?
YES
CLASS A
YES
CLASS B
YES
CLASS C
YES
CLASS D
NO Is the GVWR of the power unit 26,001 or more pounds? NO Is the vehicle transporting hazardous materials in a placardable quantity? NO Is the vehicle designed to transport 16 or more passengers (11 or more if school bus) including the driver? NO
NO CDL REQUIRED
A Federal Motor Carrier Safety Administration chart helps determine what class of commercial drivers license you may need.
... continued from p. 36 The double/triple trailer endorsement (T) allows a Class A operator to pull multiple trailers—or in the case of towers—a combination of vehicles behind their tow truck. The “T” endorsement is required to drive piggyback or saddle-mount trucks, which is a common delivery method for new truck chassis to dealers and final stage manufacturers. The Class A is the highest class of CDL and opens the door to the most opportunity. Medium- and heavy-duty operators should possess a full Class A CDL.
Class B
Class B is for straight trucks with a GVWR greater than 26,001 lbs. that do not pull trailers greater than 10,001 lbs. GVWR. This is the most common base CDL for dump trucks, buses and other vocational trucks. In the towing industry, a Class B would be best suited for drivers that operate four-car carriers and heavy-duty service trucks.
38 • March 2019 - TOWMAN.COM
Class C Class C is the base license that most states issue to non-commercial drivers. However, there are a few vehicle types that can require a CDL but do not fit the above definitions. A Class C license is for vehicles, and combinations of vehicles, under 26,001 lbs. GVWR. A Class C CDL is most common with small buses like airport shuttles or vehicles transporting hazardous materials that require placards.
Combos
License class can become confusing when combinations are introduced. It is easy to jump from a non-CDL Class C to a Class A combination simply by hooking up a pickup truck with a GVWR over 10,000 lbs.
Air Brakes
Perhaps the most misunderstood restriction surrounds air brake. The air brake restriction only applies to commercial motor vehicles for purposes of the CDL program. (This is different
than the definition of a commercial motor vehicle for other FMCSA regulatory purposes.) Commercial motor vehicle means a motor vehicle or combination of motor vehicles used in commerce to transport passengers or property if the motor vehicle: • Has a gross combination weight rating of 26,001 lbs. or more, inclusive of a towed units with a gross vehicle weight rating of more than 10,000 lbs.; or • Has a GVWR of 26,001 lbs. or more; or • Is designed to transport 16 or more passengers, including the driver; or • Is of any size and is used in the transportation of hazardous materials. This means if the vehicle doesn’t otherwise require a CDL, then the air brake restriction does not apply. There is a common misunderstanding that car carriers with a GVWR under 26,001 lbs., but equipped with
air brakes, will require a CDL. This is false, unless somehow the truck would require a passenger or Hazmat endorsement. Simply put, since air brakes are a restriction rather than an endorsement, the legal presumption is that you can operate a vehicle with air brakes unless your drivers license shows a restriction.
Endorsements
Other CDL endorsements include passenger (P), school bus (S), tank (N), hazardous materials (H) and combination of tank and hazmat (X). Each of these endorsements require additional testing, with passenger and school bus requiring a skills test in an appropriate type of vehicle. Tow truck operators are not required to have endorsements for the primary movement of a disabled or wrecked motor vehicle to the nearest appropriate facility for repair or storage, however any secondary movement requires the tow truck
Work the non-traffic side–Stay Safe!
operator to have the proper endorsements, except for passenger or school bus. CDL restrictions include non-air brake commercial motor vehicles (L), no full air brake commercial vehicles (Z), no manual transmission vehicles (E), no Class A buses (M) and no Class B buses (N). There are medical restrictions for corrective lenses (Q), intrastate-only operation (K) and special hand controls (V). These restrictions usually require a driver to complete a special evaluation, except corrective lenses. The intrastate-only restriction is commonly issued for drivers with conditions that prevent them from obtaining an unrestricted medical certification under the FMCSA regulations. Please do not confuse the above with states that require non-commercial Class A and B licenses for motorhomes or recreational vehicle trailers, or the handful of states that have tow-truck-specific licenses. A state is permitted to require tougher
licensing standards as well as special endorsements, however these only apply to their residents, except for school bus drivers. Example, both New York and California require a tow truck endorsement to operate a tow truck in their state, although they can’t enforce this on out-of-state licensed drivers. I can operate a tow truck in any state with my Pennsylvania license without the tow truck endorsement since Pennsylvania does not offer one. For many years I was a tow truck operator working in New York but living just across the state line in Pennsylvania, no New York (W) endorsement required.
Brian J. Riker is a third-generation towman, with 25 years of experience in the ditch as a tow operator, and president of Fleet Compliance Solutions. He specializes in helping navigate the complex world of federal and state transportation regulatory compliance. He can be reached at brian.riker@fleetcompliancesolutions.net
AMERICANTOWMAN.COM - March 2019 • 39
(Plus) The Police Towers Conference
Plus, Mike Corbin Solo performing the Towman Ballads
Understanding LD Equipment Ratings
I
by Terry Abejuela
n classes I’ve conducted over the last 35 years, I’ve found that, on average, only about half of the drivers attending have a good understanding of equipment ratings. When performing any recovery work it is important to understand your equipment ratings in order to complete the job safely without overloading and damaging your equipment. When performing recovery work, you must ensure that you don’t have any weak links in the equipment. It’s an old saying (and I use it often), but I think you have to say it to yourself every time you make equipment decisions: “A chain is only as strong as its weakest link.” You have to look at all load-bearing equipment in your recovery operation like a chain and any one component of it may be a weak link.
There are many different links in your recovery rigging that you must understand the ratings for, including the boom, winch, wire rope, attachment hooks, chains and snatch blocks. It is the tow operator’s responsibility to know and understand the ratings of all equipment and ensure that the load applied doesn’t exceed the manufacturer’s working load limit. You should obtain and read all the materials available from the manufacturer for the equipment you use. Make sure you understand and follow all manufacturer recommendations for intended use, operating instructions, warnings, working load limits and maintenance. This article focuses on the boom, winch and wire rope.
Boom Ratings
Do you know the rating of your recovery boom off the top of your head? If not, you should be looking at the rating plate every time you use the recovery boom until you know it from memory. Most towing equipment manufacturers provide ratings plates on their equipment. It is not uncommon for these ratings plates to be damaged, removed or painted over and become unreadable. In this case contact the manufacturer. Many light-duty recovery booms have a WLL of 16,000 lbs. fully retracted and 4,000 lbs. fully extended. The boom decreases incrementally in WLL as you extend the boom. The manufacturer may also require a minimum boom elevation to achieve the WLL.
The working load limit of a light-duty recovery boom decreases incrementally as you extend the boom. 44 • March 2019 - TOWMAN.COM
Boom elevation of 10 degrees to 30 degrees is common. These ratings are normally based on a vertical lift straight off of the rear end of the tow truck. Side pulls off the boom will dramatically reduce WLL.
Winch Rating
Many light-duty recovery trucks are equipped with a winch that has a WLL of 8,000 lbs. This number is a little misleading if you don’t understand how the winch is rated. In order for the winch to pull 8,000 lbs., the wire rope must be on the first layer of the winch and you must have at least five wraps of wire rope around the drum. On most winches, the wire rope is attached to the drum by feeding the wire rope through a hole in the drum and tightening a set screw to hold the rope. The attachment is only intended to hold the rope while the rope is wrapped on the drum. It is not intended to hold any of the load.
‘‘
Do you know the rating
of your recovery boom off the top of your head?
The WLL of the winch decreases as the number of layers on the drum increases. On a winch rated to 8,000 lbs., the WLL on the second layer will drop to 6,700 lbs. and reduce to 5,700 lbs. on the third layer. Most light-duty trucks have a standard 100’ of wire rope so they will normally only get into a third layer on the drum. If you have more than 100’ of wire rope, you may get into a fourth layer and the WLL would reduce to 5,000 lbs. This reduction in the winch WLL occurs because the diameter of the winch drum is increasing with each layer of rope. When looking for information on the winch, you will usually find minimal information from the tow and recovery equipment manufacturer ratings plate; you can find more information on the ratings plate from the winch manufacturer that is attached to the winch.
Wire Rope
The most common size and type of wire rope used on light-duty equipment is 3/8” 6x19 IPS (improved plow steel) fiber core. The 6x19 refers to six strands with each strand containing 19 wires. IPS is the type of steel used to make the rope. Fiber core means the wire rope has a center core made of fiber. The 3/8” 6x19 IPS fiber core wire rope has a WLL of 3,500 lbs. In order for the rope to have a WLL of 3,500 lbs., it must have the correct termination at the end of the rope with the OEM’s recommended splice, thimble and swage.
Continued on p. 46 Work the non-traffic side–Stay Safe!
AMERICANTOWMAN.COM - March 2019 • 45
CORE
... continued from p. 45
WIRE CENTER WIRE
STRAND
WIRE ROPE
In 6x19 wire rope, the rope is made up of six strands wrapped around a core where each of those strands is made up of 19 smaller strands.
46 • March 2019 - TOWMAN.COM
The use of wire rope clips to terminate the rope will not maintain the WLL of the rope and are not recommended for use in the towing and recovery industry. It is common to have a slip hook at the end of the wire rope that has a WLL of 6,000 lbs. It is also important to understand that the equipment WLL is dependent on loads being applied to the equipment gradually. Shock loads to the equipment should be avoided. Damage and overloading can occur even if the load is within the WLL—if the load is applied as a shock load. The equipment ratings in this article are common, but may not apply to the equipment you operate. Make sure that the WLL you use comes from OEM. For your safety and others at the scene, it is important that you understand your recovery equipment ratings and ensure that you do not overload your equipment.
Field Editor Terry Abejuela has 40-plus years of light-duty towing and recovery experience. He is also a light-duty Level 1 instructor for the California Tow Truck Association.
Work the non-traffic side–Stay Safe!
AMERICANTOWMAN.COM - March 2019 • 47
Outside Influencers
ETAs seem to be improving where AutoReturn goes
By Brendan Dooley
The idea of the “disruptive innovation” in business is credited to Clayton M. Christensen in his 1997 book “The Innovator’s Dilemma.” Since then, the idea of disruption in business has centered on rapidly advancing technologies in all facets of everyday life. Disrupting innovations and tech typically come from outside an industry, according to Christensen. However, taking advantage of innovation can be beneficial to the established companies who can see the big picture of what is coming. At the forefront in this technology “disruption” of towing—for several years now—is San Francisco, California-based AutoReturn. While they’ve grown quickly expanding their reach into more than a dozen municipal and state contracts, the jury is still out among towers about the company’s influence in the market. According to AutoReturn.com as of press time, they are currently contracted in the following areas: • California (Concord, San Diego, San Francisco). • Colorado (Denver). • Florida (Miami). • Indiana (Indianapolis). • Maryland (Anne Arundel and Baltimore counties). • Missouri (Kansas City). • Nevada (Henderson, Las Vegas, Nevada Highway Patrol, North Las Vegas). • O regon (Portland—noted as “coming soon”). • Pennsylvania (Philadelphia).
48 • March 2019 - TOWMAN.COM
• Texas (Austin, Fort Worth, Round Rock, San Antonio). In her June 2018 Forbes.com article, “In a World of Disruption, Tech Companies That Put People First Will Win,” author Keri Gohman contended that new technology creates tension about potential lost jobs among other considerations, but that technology companies need to “balance between aggressively pushing the envelope … while still ensuring that innovation is done in the name of solving—not compounding—real human problems.” It remains for towers to decide if AR is truly enhancing their role in towing to better enable them to get the work done. In several ways, towers who have chosen to work with the company have seen benefits to their bottom line and beyond.
ETAs Improving …
On the metric of putting people first and solving real human problems, improving ETAs in municipal towing helps law enforcement, the customer, dispatch and the towman. Law enforcement can clear the scene quicker, the customer has less time to grow more frustrated (generally with the responding tower), and there are fewer calls to dispatch for follow-ups. “AutoReturn makes everything accessible to everyone about the entire towing process,” said Nate Pare, who manages the Kansas City impound lot. He is the Division Manager-Tow Services Section of Kansas City’s Neigh-
borhoods and Housing Services. “From the time that the vehicle is dispatched through KCPD to when a vendor picks it up and it gets logged into (the system). From a management standpoint, it’s changed everything. … our average response time is about seven minutes now … which is a huge improvement to our police department.” “With AutoReturn, there was no additional equipment needed in the truck or dispatch,” said Melissa Frederick, executive administrator with Aus-Tex Towing & Recovery serving Austin and Round Rock. “Drivers needed to have a smartphone for their app. There was no fee to install and then drivers were trained on use. … At first it became an additional program for dispatchers to monitor. … “Their online dispatch program shows exactly where the driver is located and I see in minutes and miles to track their movement. The driver can push a button to accept that will show their location, map to the call and updates on vehicle location are sent immediately to the driver as they get updated.” Now they use AutoReturn as their only dispatch program, overriding previous software. “I know that everyone is concerned about new ideas and new tech and losing business to a company like this,” Frederick said. “For us, it’s been the exact opposite; our business has become more user-friendly and the city has seen quicker clearance and less
Work the non-traffic side–Stay Safe!
AMERICANTOWMAN.COM - March 2019 • 49
secondary accidents. … “They send out daily/weekly/ monthly reports to show how your company is doing in response times and by region to show your response time vs. the city as a whole,” Frederick said. “We’re always in the know of what’s going on.
… At What Cost?
The company also disrupted some areas in different ways then technologically. For instance in Indianapolis, AR opened up the towing to more companies. “Bigger companies pretty much had the police contract on lockdown to where you really couldn’t get in there and do anything,” said Charlie Ward, of Ward’s Towing. “AutoReturn really helped my company excel from where it was and get a chance to do some of those tows.” He said Ward’s makes $73 to $79 per tow in the districts it serves, but some companies are upset they’ve lost storage fees. However, that’s part of
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the reason AutoReturn was able to get to Indianapolis, where previously it was tough for motorist’s to find their cars after a tow. “Customers didn’t know where to go to get their cars,” he said. “They could be at any of eight different tow yards. A lot of times they would have to go to two or three yards before they could actually even find the car.” One Indy company that stayed on with AutoReturn is happy they did. “We weren’t happy when AutoReturn was coming to Indy … apprehensive, but now I can say that everything AutoReturn said would happen, happened,” said Christie Grogan, with Wheeler Towing. She said it was scary to lose the storage fees, but they made that up partially in eliminating the franchise fees they paid the city to tow. So now the $73 they get per tow is actually $73, and they don’t have to rely on storage to make up for fees. “We tow for several police departments, we did pick up some motor clubs and added availability for our
trucks to do private tows … all because the city used to control our business because we had to have so much availability to them. … “AutoReturn calls are coming in now, but we also have the control and freedom and take on more business.” Where AutoReturn has established municipal contracts, local police and contracted towers say they are solving problems with improved ETAs, less paperwork, decreased damage claims and ease of use for customers who need to locate their cars. As Gohman said in her Forbes piece, the tech that puts people first will win.
Editor Brendan Dooley joined AT in January 2011 after serving as the editor of two magazines covering the auto repair industry for shop owners, techs and tool distributors. His experience includes hard news on daily newspapers and editorial leadership at vintage motorcycle and car magazines. Brendan is WreckMaster 6/7A certified.
Peak Wrecker Forms, Carries Miller, Trail-Eze
The Peak Trailer Group recently announced its formation of Peak Wrecker (peakwrecker.com) with a team of industry veterans to sell and service wreckers from their San Antonio, Texas, facility. Peak Wrecker will provide Miller Industries (millerind.com) wrecker bodies and towing equipment fabrication, installation and service. Peak Wrecker supports the Vulcan, Century and Holmes product lines, all makes
of used wreckers and carries Trail-Eze towing trailers. The Peak Wrecker crew includes Jim Paules, general manager, who has a history with Miller Industries, after working at commercial truck dealerships for over 20 years; Randy Olson, sales manager for new and used wreckers, who previously worked for Miller for 27 years; and Curtis Sanchez, Peak Wrecker Parts Sales, who has been selling wrecker parts for more than 30 years and worked for Miller for eight years.
Newly formed Peak Wrecker’s industry vets on staff include Randy Olson (from left), Curtis Sanchez and Jim Paules.
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“The addition of wreckers is a great fit for Peak, and allows us to offer our customers a full line of products from one of the most trusted manufacturers in the wrecker industry,” said Bobby Briggs, Peak Group President.
Urgent.ly Raises $21M in Funding
Urgent.ly (geturgently.com) recently announced it has raised $21 million in new Series B funding. BMW iVentures, InMotion Ventures, Jaguar Land Rover’s venture capital fund and Porsche Ventures participated in the round with support from current investors. In addition, BMW Group has selected Urgent.ly to work together with the BMW ConnectedDrive Customer Interaction Center (BMW Assist) as the vendor partner to provide roadside assistance and extended mobility services to owners of all four of its brands in the U.S.: BMW, BMW Motorrad, MINI and Rolls-Royce Motor Cars.
Allison Transmission Gets Red Ball Award The Tactical Wheeled Vehicle Division of the National Defense Industrial Association recently presented Allison Transmission (allisontransmission.com) with its Red Ball Express Award. The award recognizes those that significantly contributed to the strengthening of national security by developing, procuring or supporting tactical wheeled vehicles. The Red Ball Express Award was named after the large truck convoy system that supplied Allied forces after D-Day in Normandy during WWII. “We have the privilege to say that Allison fully automatic transmissions support the vast majority of Army and Marine Corps wheeled programs due to their unwavering reliability,” said Ken Adgie, Allison’s director of North America and U.S. Government Defense Business.
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Top 100 Truck Bottlenecks in U.S.
The American Transportation Research Institute recently released its annual list highlighting the most congested bottlenecks for trucks on American highways. The 2019 Top Truck Bottleneck List assesses the level of truck-oriented congestion at some 300 locations on the national highway system. The analysis, based on truck GPS data from nearly 1 million heavy-duty trucks, uses several customized software applications and analysis methods. For the first time since 2014, the intersection of I-95 and SR 4 in Fort Lee, New Jersey, is back on top as the No. 1 freight bottleneck in the country. The rest of the Top 10 bottlenecks includes:
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2. Atlanta: I-285 at I-85 (North). 3. Atlanta: I-75 at I-285 (North). 4. Los Angeles: SR 60 at SR 57. 5. Houston: I-45 at I-69/U.S. 59. 6. Cincinnati: I-71 at I-75. 7. Chicago: I-290 at I-90/I-94. 8. Nashville: I-24/I-40 at I-440 (East). 9. Atlanta: I-20 at I-285 (West). 10. Los Angeles: I-710 at I-105.
“ATRI’s research shows us where the worst pain points are – but they are far from the only ones. This report should be a wakeup call for elected leaders at all levels of government that we must act quickly to address our increasingly congested highway system,” said Chris Spear, ATA president/CEO. Source: TruckingResearch.org.
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Working 100 hours a week this month only to pay last month’s bills is the definition of going out of business.
Is the Repo Industry Doomed? by Mark Lacek
W
hat lies ahead for the repossessor and for the repossession agency owner? Unless there are immediate and drastic changes, the repossession industry is doomed. Yes … doomed. (Doomed [transitive verb]: to make certain the failure or destruction of; to be fated to have life heap a mammoth pile of dung on you.) To start with, direct relationships between the client base and the repossession agency is long gone. Back in the day, a lender sent a repossession request to the repossessor. The repossessor recovered the car and sent the lender an invoice for services rendered. Done deal; next assignment, please. Times have changed. This simple business transaction is now a history lesson. Today, the repossession company is the victim of highway robbery during the repossession process. The lender now sends the assignment to a middleman (a broker calling themselves a repossession-assignment forwarding company). This forwarder takes about half of the repossession fee from the actual repo company. That’s right, half. For years, the client has expected more and more from the repossessor while paying less and less. As the cost of being in business has gone up, profit has been in a steady and steep decline.
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We now are at the end of the rope for the client, the repossessor and the assignment forwarder. A record number of repossession companies have gone out of business. The forwarding company cannot find qualified repossessors to pick up the collateral, which drives down recovery percentages while increasing the chances of costly litigation. All of this adds up to the client not “bringing in the metal.”
Associations
There are a few repossession groups and trade associations still around, whether national, regional and/or statewide. Once upon a time, these trade groups provided a service to the repossession industry. Not any more, except maybe when there are big changes coming down the pike. There was a time when a repossession company owner would attend an association conference and actually leave with something tangible—information or training he could turn into dollars. Keynote speeches from an astronaut, ex-Dallas Cowboys cheerleader or a former Seal Team Six member, all paid big money to speak, miss the mark. Being at a repo conference listening to an ex-cheerleader tell her life story is probably one of my lowest moments attending a repossession conference.
After the keynote addresses are the boring repetitive annual agendas. A three-hour tour comes from a representative of the Consumer Financial Protective Bureau (every year, every event). Next are a couple hours about your insurance coverage and why your premiums have increased 20 percent. Finally, a lesson from a motivational speaker who always begins with a lousy joke, makes you stand up and stretch halfway through and then ends the session with the somewhat uninspiring cartoon character trying to sell you his book. I have said this in the past—I will shout it louder in the future—attendees must leave the conference with something of value they can take back to the office and turn into revenue. Some would claim the attendee gets an “opportunity to network.” That is BS. He can pick up the phone and reach another agent 99 percent of the time; a repossessor from Florida need not meet a California repossessor. “The attendee can meet a potential client.” More BS. Clients run from the attendees at the shows and only show up to meet each other in advancing their own agendas.
Forwarders
The assignment forwarder has taken more than just a percentage of the repossession fees.
In the past, if the location of the auto was not known or if the bank’s customer had moved, the repossession agency would perform a skip-trace to locate the new address. The repossession agency would charge the client a skip-trace fee on top of the repossession fee. Not any more. Now the forwarding company has a skip-trace department, taking this source of revenue away from the recovery agency. Keys are additional lost revenue for the repossession company. Many repossession companies invested in the latest key-making equipment and software to provide locksmith service to the lender. This was a great source of revenue for the repossessor until many forwarding companies began providing this service to the client. Not only has the repo company lost this revenue, but now loses time to babysit the forwarder’s locksmith company while on property. Another loss of revenue comes from the secondary tow to the auction.
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Historically, the repossession company was able to invoice the lender for a second tow. Yes, you guessed it; the forwarding company started their own transport company, now providing the transport from the repossession yard to the auction.
‘‘
As it stands now, the cost involved
in repossessing an
automobile is higher than the revenue
in repossessing an automobile is higher than the revenue produced. Working 100 hours a week this month only to pay last month’s bills is the definition of going out of business. Adding insult to injury last year, one of the largest providers of wrongful repossession insurance stopped providing coverage for the repo market. Unless there’s a drastic change in the near future, there won’t be any legitimate repossession companies for the forwarders and I won’t have anything to write about beyond litigation. I maintain faith that there are people smarter than me (there are many) working on the solution. Be safe.
produced.”
So let’s recap: recovery percentages have declined for the lender, repossessing companies are closing every day and forwarding companies are contracting with untrained so-called “repomen” to fill the void. As it stands now, the cost involved
Repo Editor Mark Lacek authored the Certified Commercial Recovery Agent certification program and has more than 30 years of recovery experience. He is the former editor of “Professional Repossessor” magazine. Email him at Mark@ commercialassetsolutions.com.
AMERICANTOWMAN.COM - March 2019 • 59
$500K Judgment Against Pa. Trooper A Nanty Glo, Pennsylvania, woman was awarded $500,000 in punitive damages when a jury found that a state trooper who allegedly used intimidation and threats of arrest to help a private company repossess her car without a court order had violated her rights. A federal jury awarded the money to plaintiff Angela Hyman after concluding that the conduct of the defendant, Trooper Bryan Devlin, “involved a reckless, malicious or callous violation” of Hyman’s constitutional rights, court documents showed. The jury also awarded Hyman $5,000 in compensatory damages after finding that Devlin “affirmatively” aided or played “a principal or active role in the repossession.” In a complaint in the U.S. District Court for the Western District of Pennsylvania, Hyman’s attorneys claimed
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that Devlin “unlawfully assisted” a private repossession company’s seizure of Hyman’s 2014 Toyota Corolla by threatening to break the car ’s window, physically remove Hyman’s partner from the car and arrest her for disorderly conduct. Hyman’s attorneys wrote in the complaint that, “under settled Third Circuit decisions, a uniformed police officer may not assist a private party’s civil repossession absent an order issued by a court.” “This case exemplifies a custom of the Pennsylvania State Police unlawfully taking the side of the secured party in private civil repossessions effected without a court order,” they wrote. “While our police are expected to keep the peace, they may not sit judgment in their own ‘curbside courtroom’ and aid a bank to effect a non-judicial, self-help repossession.” Source: tribdem.com.
Woman Nearly Hits Repo Agent Trying to prevent her vehicle from being repossessed, a Vine Grove, Kentucky, woman is accused of actions that resulted in her arrest on three charges including first-degree wanton endangerment. According to an arrest citation, an independent repossession agent was attempting to repossess a vehicle at a Vine Grove property when Patricia Russell, 59, the registered owner, attempted to drive the car off the wheel lift of the repo truck. Three witnesses, according to the citation, said the repo agent was attempting to finish rigging the chains of Russell’s vehicle when she came out of her apartment yelling. The citation said Russell then got into her car, while the agent was still underneath it, and attempted to drive the car off the wheel lift. The citation said the agent was able
to get out from under the car before it fell from the wheel lift, but otherwise he likely would have suffered severe, possibly fatal, injuries. After the car fell to the ground, and while still hooked to the repo truck by a single chain, the citation said the agent moved to the driver’s side of his truck while yelling at Russell to stop. Instead, the citation said Russell placed the vehicle in reverse and backed it into the truck, nearly striking the agent. Russell then attempted to drive forward, squealing tires on her driveway and slinging mud from the yard. Russell was arrested by the Vine Grove Police Department and charged with first-degree wanton endangerment, first-degree criminal mischief and second-degree disorderly conduct. Source: thenewsenterprise.com.
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robertyoungtrucks.com 62 • March 2019 - TOWMAN.COM
USED TRUCKS FOR SALE • 2015 International 4300, Century 21 ft. • 2015 Dodge Ram 5500, Dual-Tech 196 Flatbed • 2015 Dodge Ram 4500, Dynamic Wrecker Body 815 • 2018 Freightliner M2, Jerr-Dan Carrier
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“CALL FOR DETAILS” on all units
CALIFORNIA TOW TRUCK ASSOCIATION INTRO TO TOWING The California Tow Truck Assn. presents INTRO TO TOWING. A new 5-part online course for towing beginners and new hires! Through five videos and corresponding quizzes, operators will learn the basics of towing. Students will receive a certificate of completion, and company owners are able to track their progress! Available now at: ctta@ctta.com
To Advertise In
Towman’s Market Call 800-732-3869 Ellen Rosengart x 203 erosengart@towman.com Work the non-traffic side–Stay Safe!
AMERICANTOWMAN.COM - March 2019 • 63
Molten Fire in the Rockies By George L. Nitti
Towing and rescue scenarios are often intense; the profession is fraught with hazards that require vigilance, daily acts of selflessness and even downright heroism. One image that comes to mind of such intensity is the heat of molten fire. Since 2003 when the Colson family took over Rocky Mountain Towing in Boise, Idaho, fire has become a central theme portrayed in their truck graphics.
“Over the years we have gone with fire themes on our tow trucks that have names like ‘Beast Within,’
‘Playing with Fire,’ and ‘Fire on the Mountain,’ ” said Mike Colson, son of owner Randy Colson.
Rocky Mountain Towing’s owner Randy and Kathy Colson stand with “Molten Melt Down,” a 2017 RAM 5500/Chevron Renegade 408, and its first place pageant trophy for the Light Duty 2016-’17 class at the 2017 American Towman ShowPlace-Las Vegas. 64 • March 2019 - TOWMAN.COM
One of their newer units, “Molten Melt Down,” is a 2017 RAM 5500/ Chevron 408 Renegade. “It just came to me and then I handed it off to our custom painter,” Colson said. Doug Designs and Signs of Mountain Home do their paint. Airbrushed, the flames of the molten fire are rendered blazing across the lower half on the sides of the unit. Through the fire is a length of wire rope ending in a large hook resting at the backend. Adding to the fire theme are green flames on the unit’s hood that flow over to the front fenders and doors; the boom is painted a matching green. “Green has been an ongoing theme
‘‘
We calculate the
paint jobs into our
advertising budget. … People might
not remember the
business name, but
they do remember the paint jobs.
since we bought the company,” Colson said. “We’ve kept that going, but the flames have gotten greener and more brilliant.”
The custom paint, which has won awards at various tow shows that include a first-place trophy at the 2017 American Towman ShowPlace-Las Vegas, has gotten a “phenomenal response,” said Colson. “We calculate the paint jobs into our advertising budget. When we list our business in the phone book, we make sure to use our image,” Colson said. “People might not remember the business name, but they do remember the paint jobs.” George L. Nitti has written for American Towman since 2009. He started out as a news writer and now writes a weekly feature on TowIndustryWeek.com, Tow Illustrated, which spotlights the tow truck graphics.
Editor’s note:
This story originally ran in Tow Illustrated on AT’s sister site, towindustryweek.com, which features industry news, training, recoveries, new products, events and more. Don’t miss out—make sure to read it each week.
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Into the Storm by Steve Calitri
S
ailors learn early on to face an approaching storm head on. The experienced sailor turns the ship into the storm, not away from it. This is sound advice for the business owner who faces any crisis, be it with customers or finances. Don’t try to skirt the issues. It’s also critical advice for any troubled relationship, business or personal. Don’t hoard your assumptions about what’s happening in silence. Speak to the source that is party to the problem. Get it out in the open. Deal with it. If you, as the boss, don’t like some action taken by one of your tow operators, don’t let it slide. The driver could benefit from your criticism as much as you could in giving it. The driver now has an opportunity to correct his actions. There’s talk among town authorities of significantly limiting the number of tow companies in rotation. Don’t wait until it’s too late. Go to city hall and get to the bottom of what’s being considered. Be proactive, not reactive. You know a competitor is going around to your commercial accounts with lowball rate deals. Move. Get to your customers and validate the value of the service you’re performing and the value of your relationship with them. Back to the sailing analogy: Running our businesses and our lives is much like tending to the sails to harness the wind. We need to adjust the way we do business to take advantage of market forces, or get blindsided by them. Not embracing today’s technology as it relates to towing is one way to become obsolete. It’s the same way with your
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spouse. Be aware of the emotional winds swirling around your life-partner and adjust your sails … flowers, more time together, a romantic getaway. Things that remain the same may seem OK only because habits are hard to break, and the bad ones need to be broken. The tower that keeps books in a shoddy manner needs to change those habits before he’s too far in the red to escape. The towing industry is facing many storms: insurance, the driver force, low rates, etc. The injuries and deaths striking tow operators is one storm many tow business owners have turned into, but not nearly enough of them. Address this issue head on by holding driver safety meetings and persuading law enforcement to enforce the Move Over law. Maintaining a quality driver force is always challenging in this industry, and more so today than ever before. When you know you’ve got a great tow operator, take a step back and ask yourself if your company is doing everything it can to keep that operator with the company. If not, make changes. Let’s face it, not everyone is a proactive personality. There are laid-back folks running towing operations. This person still can be effective by being selective on the issues he needs to address. A typical proactive person may be on top of everything. The laid-back boss still has the capacity to aim at the most important issue of the time and hit a bullseye. He or she may not be on top of everything, but a few of the more important things.
When it comes to new products and equipment info, American Towman Magazine keeps you informed with Road Tools and Zoom In departments in each issue. In addition to that, next month’s edition will feature all the takeaways on new medium-duty trucks and equipment from the NTEA’s annual The Work Truck Show in Indianapolis, Indiana. Online at TowIndustryWeek. com, products and equipment get their fair shake as well. Right now, you can get plenty of information right from the OEMs themselves in the Manufacturers Spotlight series from producer/host Emily Oz in the American Towman TV section.
While you’re at TIW, don’t forget to check out the weekly equipment updates on the Product page. You’ll also find plenty of tips, trucks and inspiration when you check out the Wrecks + Recovery and Tow Illustrated pages as well.
AAA Northeast to Sue for Terminal
AAA Northeast plans to file suit against Peabody, Massachusetts, for failure to allow a tow terminal in the city. The Peabody City Council recently rejected AAA’s proposal to turn the Lawrence Metal Forming Corp. property on Leland Lark Drive into a truck maintenance facility for 45 vehicles. Ward 5 City Councilor Joel Saslaw said the addition of more trucks in an already congested part of the city will exacerbate traffic problems on Route 1 and in the neighborhood. John Nardolillo, AAA’s SVP for members services, said while the terminal would be home for tow trucks, the three shifts are staggered over 24 hours with between two and four operators at a time. “The trucks will be on the road for the eight-hour shifts serving the 200,000 members north of Boston,” he said. Under the terms of the deal, AAA would purchase the sheet metal shop and use the lot for its trucks. Source: itemlive.com.
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Towman Offers Help, Compassion
A 16-year-old driver in Reynoldsburg, Ohio, lost control recently on the ice and snow and skidded into a sign, snapping the post in half and wedging the vehicle next to a tree. Luckily, S&D towman Danny May just happened to drive by the accident scene. “They had skidded out of control and hit the tree. So, we stopped just to make sure they were OK,” said May. Despite single-digit temperatures, May not only took the time to get the girl’s car out of harm’s way, he refused to take a dime. May said in the past he’s worked for other towing companies who showed no sympathy for stranded drivers. “If they go pull your car out, and you have no money, they impound your car. But this company, S&D, they do people good, you know what I mean? They have sympathy. Small company. Big hearts.” Source: 10tv.com.
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City Considers End to Rotation
The Tuscaloosa (Alabama) City Council was scheduled to vote on going to one tow service as of press time. If it passes, the city would start accepting bids from companies interested in the work. Currently, city police use a rotation list. Officers with the department’s traffic division told city councilors going to one provider could make things more efficient and cheaper for people whose cars are towed. Mayor Walt Maddox added that they want a process that limits the amount of time officers spend dealing with vehicles that need to be towed. In 2018, around 3,300 cars were towed at the request of police. Source: wbrc.com.
Crash Rates Unchanged by ELD Mandate Researchers from Northeastern University and the University of
SOUTH 68 • March 2019 - TOWMAN.COM
Arkansas issued a report this month on the effects of the electronic logging device mandate and reached two main conclusions: The use of ELDs has not reduced the rate of truck crashes; but the frequency of speeding violations, particularly among the small carrier segment, has increased since the mandate took effect. Speeding violations, the report concluded, are due to drivers trying to make up for productivity losses caused by ELD adoption. The report mostly focuses on smaller carriers, like owner-operators, who the researchers deemed most impacted by the mandate, since larger carriers likely already had been using ELDs (or the less sophisticated automatic onboard recording devices) prior to the mandate’s December 2017 effective date. The study concludes that the mandate was effective in its goal of increased compliance with hours of service regulations. “However,” they wrote, “there is no evidence to
suggest that the number of accidents decreased.” The Jan. 1, 2017-Sept. 1, 2018 time period studied by researchers included nearly a year’s worth of data prior to the Dec. 18, 2017, enforcement deadline of the ELD mandate, as well as the roughly three-month light enforcement period ahead of the April 1, 2018, hard enforcement date. It also included data from the five months after hard enforcement of the mandate began. For the pre-enforcement period, researchers said there was an average of 1,717 truck crashes a week. That number spiked during the soft enforcement period (Dec. 17, 2017, to April 1, 2018) to 1,912 crashes a week. After April 1, the number dropped to an average of 1,703 crashes per week. “We find that the ELD mandate unequivocally enhanced HOS compliance,” the researchers write. “However, the ELD mandate did not noticeably improve safety, and we are able to produce no statistically signif-
icant evidence that ELD adoption by the smaller firms corresponded to any reduction in accident rates.” Despite the apparent lack of safety benefits of the mandate for the time period studied by the researchers, they point to reduced paperwork, information availability to inspectors and carriers and pressure on shippers and receivers to be more efficient in cutting delays for drivers as “positive aspects” of the mandate. Source: ccjdigital.com.
City Proposal Should be Statewide In Portland, Oregon, Mayor Ted Wheeler recently proposed new rules that would allow car theft victims to avoid a tow fee by indicating on the police report whether the car should be left where it’s found—after police notify them. However, Wheeler’s proposal only includes incidents where police are involved and it wouldn’t change things on a statewide level.
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Michael Porter of the Oregon Tow Truck Association said Portland’s proposed towing policy could work across the state with a few tweaks, especially when it comes to the communication between various counties. “Each county doesn’t necessarily talk to each other,” said Porter. “As a tower, we’re kind of stuck in the middle of that and DMV doesn’t have a record that your car has been stolen.” Source: koin.com.
Towing During the Polar Vortex Layering was critical if David Cavriani, driver for N.A.R. Towing in Naperville, Illinois, was going to get through the frigid polar vortex weather earlier this year. For his legs, Cavriani started with a layer of thermals that were topped with flannel-lined jeans. Over all that, Cavriani wore waterproof pants. The only exposed skin on the 65-year-old was a small area near his eyes and
glasses partially covered that. “There are times I have to lay down in the snow,” he said. He was also buttressed by a facemask over his chin, a pair of gloves and the fluorescent chartreuse hood of his jacket over his ski cap. Cavriani said most people don’t think the small charger box he carries on the floor of the cab is able to start their cars. “I wish I had a dollar for every person who said I couldn’t jump-start with this,” he said pointing to the box. With so many schools, shops and businesses closed, Josh Wisch, owner of N.A.R. Towing, thought it would be a slow day so he wasn’t planning to staff the business. By 3 p.m., Wisch’s four drivers had responded to more than 60 calls, he said. Despite the high call volume, Cavriani was surprised how few cars were out on the roads, something he’s
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... continued from p. S 69 never seen on a weekday. “This is like Christmas Day,” he said, adding that even on Christmas Day there’s more traffic. Source: chicagotribune.com.
Crews Pull Woman from Baraboo River Multiple agencies responded to a car underwater in the Baraboo River on recently, according to a release from the Columbia County (Wisconsin) Sheriff’s Office. The vehicle had left the roadway, fell through the ice and went into the river. A female driver in a minivan was underwater for an unknown amount of time. Tow operators from Blystone’s Towing responded to the scene. Blystone’s team went into the water and was able to put a hole in the window with a pick. Fire department members wrapped a chain around the rear post of the vehicle. Blystone’s was able to pull the vehicle up out of the water. She was removed from the vehicle and taken to the hospital. Erin Erickson was one of the tow operators from Blystone’s Towing who responded to the scene. “Basically when something like that happens, drop everything, get in the truck, and go,” Erickson said. “First thing is get going, get out there, get her out. He or she, whoever it is, get them out. Doesn’t matter what happens, what’s going on, they become priority number one.” Source: nbc15.com.
Towman Offers Help, Compassion A 16-year-old driver in Reynoldsburg, Ohio, lost control recently on the ice and snow and skidded into a sign, snapping the post in half and wedging the vehicle next to a tree. Luckily, S&D towman Danny May just happened to drive by the accident scene. SOUTH 70 • March 2019 - TOWMAN.COM
“They had skidded out of control and hit the tree. So, we stopped just to make sure they were OK,” said May. Despite single-digit temperatures, May not only took the time to get the girl’s car out of harm’s way, he refused to take a dime. May said in the past he’s worked for other towing companies who showed no sympathy for stranded drivers. “If they go pull your car out, and you have no money, they impound your car. But this company, S&D, they do people good, you know what I mean? They have sympathy. Small company. Big hearts.” Source: 10tv.com.
AAA Northeast to Sue for Terminal AAA Northeast plans to file suit against Peabody, Massachusetts, for failure to allow a tow truck terminal in the city.
Work the non-traffic side–Stay Safe!
The Peabody City Council recently rejected AAA’s proposal to turn the Lawrence Metal Forming Corp. property on Leland Lark Drive into a truck maintenance facility for 45 vehicles. Ward 5 City Councilor Joel Saslaw said the addition of more trucks in an already congested part of the city will exacerbate traffic problems on Route 1 and in the neighborhood. John Nardolillo, AAA’s SVP for members services, said while the terminal would be home for tow trucks, the three shifts are staggered over 24 hours with between two and four operators at a time. “The trucks will be on the road for the eight-hour shifts serving the 200,000 members north of Boston,” he said. Under the terms of the deal, AAA would purchase the sheet metal shop and use the lot for its trucks. Source: itemlive.com.
Towmen Help Police in Flood Zone Recent rains in a notorious flood zone in Belle Meade, Tennessee, didn’t deter motorists from continuing to file through the rising water. The rapidly rising waters prompted towers from Hillwood Towing to help police block intersections to keep others safe. “He done a great job. Video will show he blocked the roadway and kept a lot of people from going in,” said policeman Tom Sexton. Steve Williams has been driving for Hillwood Towing for eight years. He was one of those towmen helping to keep motorists from getting into trouble. He and another wrecker driver worked the deluge, cutting off cars that were driving into trouble. Still, the tow company pulled out five motorists whose cars stalled in the rising water. Source: wkrn.com.
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Work the non-traffic side–Stay Safe!
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Crews Pull Woman from Baraboo River
Multiple agencies responded to a car underwater in the Baraboo River on recently, according to a release from the Columbia County (Wisconsin) Sheriff’s Office. The vehicle had left the roadway, fell through the ice and went into the river. A female driver in a minivan was underwater for an unknown amount of time. Tow operators from Blystone’s Towing responded to the scene. Blystone’s team went into the water and was able to put a hole in the window with a pick. Fire department members wrapped a chain around the rear post of the vehicle. Blystone’s was able to pull the vehicle up out of the water. She was removed from the vehicle and taken to the hospital. Erin Erickson was one of the tow operators from Blystone’s Towing who responded to the scene. “Basically when something like that happens, drop everything, get in the truck, and go,” Erickson said. “First thing is get going, get out there, get her out. He or she, whoever it is, get them out. Doesn’t matter what happens, what’s going on, they become priority number one.” Source: nbc15.com.
Towing During the Polar Vortex Layering was critical if David Cavriani, driver for N.A.R. Towing in Naperville, Illinois, was going to get through the frigid polar vortex weather earlier this year. For his legs, Cavriani started with a layer of thermals that were topped with flannel-lined jeans. Over all that, Cavriani wore waterproof pants. The only exposed skin on the 65-year-old was a small area near his eyes and glasses partially covered that. “There are times I have to lay down in the snow,” he said. He was also buttressed by a facemask over his chin, a pair of gloves and the fluorescent chartreuse hood of
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... continued from p. M 68 his jacket over his ski cap. Cavriani said most people don’t think the small charger box he carries on the floor of the cab is able to start their cars. “I wish I had a dollar for every person who said I couldn’t jump-start with this,” he said pointing to the box. With so many schools, shops and businesses closed, Josh Wisch, owner of N.A.R. Towing, thought it would be a slow day so he wasn’t planning to staff the business. By 3 p.m., Wisch’s four drivers had responded to more than 60 calls, he said. Despite the high call volume, Cavriani was surprised how few cars were out on the roads, something he’s never seen on a weekday. “This is like Christmas Day,” he said, adding that even on Christmas Day there’s more traffic. Source: chicagotribune.com.
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Crash Rates Unchanged by ELD Mandate
Researchers from Northeastern University and the University of Arkansas issued a report this month on the effects of the electronic logging device mandate and reached two main conclusions: The use of ELDs has not reduced the rate of truck crashes; but the frequency of speeding violations, particularly among the small carrier segment, has increased since the mandate took effect. Speeding violations, the report concluded, are due to drivers trying to make up for productivity losses caused by ELD adoption. The report mostly focuses on smaller carriers, like owner-operators, who the researchers deemed most impacted by the mandate, since larger carriers likely already had been using ELDs (or the less sophisticated automatic onboard recording devices)
Work the non-traffic side–Stay Safe!
prior to the mandate’s December 2017 effective date. The study concludes that the mandate was effective in its goal of increased compliance with hours of service regulations. “However,” they wrote, “there is no evidence to suggest that the number of accidents decreased.” The Jan. 1, 2017-Sept. 1, 2018 time period studied by researchers included nearly a year’s worth of data prior to the Dec. 18, 2017, enforcement deadline of the ELD mandate, as well as the roughly three-month light enforcement period ahead of the April 1, 2018, hard enforcement date. It also included data from the five months after hard enforcement of the mandate began. For the pre-enforcement period, researchers said there was an average of 1,717 truck crashes a week. That number spiked during the soft
enforcement period (Dec. 17, 2017, to April 1, 2018) to 1,912 crashes a week. After April 1, the number dropped to an average of 1,703 crashes per week. “We find that the ELD mandate unequivocally enhanced HOS compliance,” the researchers write. “However, the ELD mandate did not noticeably improve safety, and we are able to produce no statistically significant evidence that ELD adoption by the smaller firms corresponded to any reduction in accident rates.” Despite the apparent lack of safety benefits of the mandate for the time period studied by the researchers, they point to reduced paperwork, information availability to inspectors and carriers and pressure on shippers and receivers to be more efficient in cutting delays for drivers as “positive aspects” of the mandate. Source: ccjdigital.com.
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City Proposal Should be Statewide
Towman Offers Help, Compassion
In Portland, Oregon, Mayor Ted Wheeler recently proposed new rules that would allow car theft victims to avoid a tow fee by indicating on the police report whether the car should be left where it’s found—after police notify them. However, Wheeler’s proposal only includes incidents where police are involved and it wouldn’t change things on a statewide level. Michael Porter of the Oregon Tow Truck Association said Portland’s proposed towing policy could work across the state with a few tweaks, especially when it comes to the communication between various counties. “Each county doesn’t necessarily talk to each other,” said Porter. “As a tower, we’re kind of stuck in the middle of that and DMV doesn’t have a record that your car has been stolen.” Source: koin.com.
A 16-year-old driver in Reynoldsburg, Ohio, lost control recently on the ice and snow and skidded into a sign, snapping the post in half and wedging the vehicle next to a tree. Luckily, S&D towman Danny May just happened to drive by the accident scene. “They had skidded out of control and hit the tree. So, we stopped just to make sure they were OK,” said May. Despite single-digit temperatures, May not only took the time to get the girl’s car out of harm’s way, he refused to take a dime. May said in the past he’s worked for other towing companies who showed no sympathy for stranded drivers. “If they go pull your car out, and you have no money, they impound your car. But this company, S&D, they do people good, you know what
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I mean? They have sympathy. Small company. Big hearts.” Source: 10tv.com.
City Considers End to Rotation The Tuscaloosa (Alabama) City Council was scheduled to vote on going to one tow service as of press time. If it passes, the city would start accepting bids from companies interested in the work. Currently, city police use a rotation list. Officers with the department’s traffic division told city councilors going to one provider could make things more efficient and cheaper for people whose cars are towed. Mayor Walt Maddox added that they want a process that limits the amount of time officers spend dealing with vehicles that need to be towed. In 2018, around 3,300 cars were towed at the request of police. Source: wbrc.com.
Work the non-traffic side–Stay Safe!
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CTTA Elects 2019 State Officers
The California Tow Truck Association board recently elected its 2019 Executive Committee. The newly elected state officers are: President Quinn Piening; Vice President (TROC South) Steven Hendrickson; Vice President (TROC North) Sam Johnson; Vice President (Education South) Sean Van Lingen; Vice President (Education North) Doug Nelson; Secretary Andrea Olivarez; Treasurer Bruce Johnson; Immediate Past President Terry Warford Jr.; and ERSCA representatives Craig Baker and Steve Sgarlato. As the new president, Piening said he is determined to focus on member outreach, enhancing member benefits, providing new cutting-edge training solutions, continuing the fight for tow operations in the state legislature and more, according to a CTTA release. “There are many challenges facing towing company owners in our state and I could not be more excited to jump into the fray and fight for our members,” said Piening after his election. “I want to thank all of the new state officers sworn in beside me … for their dedication to our industry and their willingness to join me in creating the next chapter of CTTA’s story.” CTTA marks its 50th anniversary this year. Source: CTTA.
City Proposal Should be Statewide In Portland, Oregon, Mayor Ted Wheeler recently proposed new rules that would allow car theft victims to avoid a tow fee by indicating on the police report whether the car should be left where it’s found—after police notify them. However, Wheeler’s proposal only includes incidents where police are involved and it wouldn’t change things on a statewide level. Michael Porter of the Oregon Tow Truck Association said Portland’s proposed towing policy could work across the state with a few tweaks, especially when it comes to the communication WEST 68 • March 2019 - TOWMAN.COM
between various counties. “Each county doesn’t necessarily talk to each other,” said Porter. “As a tower, we’re kind of stuck in the middle of that and DMV doesn’t have a record that your car has been stolen.” Source: koin.com.
Crash Rates Unchanged by ELD Mandate Researchers from Northeastern University and the University of Arkansas issued a report this month on the effects of the electronic logging device mandate and reached two main conclusions: The use of ELDs has not reduced the rate of truck crashes; but the frequency of speeding violations, particularly among the small carrier segment, has increased since the mandate took effect. Speeding violations, the report concluded, are due to drivers trying to make up for productivity losses caused by ELD adoption. The report mostly focuses on
Work the Passenger side–Stay Safe!
smaller carriers, like owner-operators, who the researchers deemed most impacted by the mandate, since larger carriers likely already had been using ELDs (or the less sophisticated automatic onboard recording devices) prior to the mandate’s December 2017 effective date. The study concludes that the mandate was effective in its goal of increased compliance with hours of service regulations. “However,” they wrote, “there is no evidence to suggest that the number of accidents decreased.” The Jan. 1, 2017-Sept. 1, 2018 time period studied by researchers included nearly a year’s worth of data prior to the Dec. 18, 2017, enforcement deadline of the ELD mandate, as well as the roughly three-month light enforcement period ahead of the April 1, 2018, hard enforcement date. It also included data from the five months after hard enforcement of the mandate began. For the pre-enforcement period,
researchers said there was an average of 1,717 truck crashes a week. That number spiked during the soft enforcement period (Dec. 17, 2017, to April 1, 2018) to 1,912 crashes a week. After April 1, the number dropped to an average of 1,703 crashes per week. “We find that the ELD mandate unequivocally enhanced HOS compliance,” the researchers write. “However, the ELD mandate did not noticeably improve safety, and we are able to produce no statistically significant evidence that ELD adoption by the smaller firms corresponded to any reduction in accident rates.” Despite the apparent lack of safety benefits of the mandate for the time period studied by the researchers, they point to reduced paperwork, information availability to inspectors and carriers and pressure on shippers and receivers to be more efficient in cutting delays for drivers as “positive aspects” of the mandate. Source: ccjdigital.com.
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Towing During the Polar Vortex
Layering was critical if David Cavriani, driver for N.A.R. Towing in Naperville, Illinois, was going to get through the frigid polar vortex weather earlier this year. For his legs, Cavriani started with a layer of thermals that were topped with flannel-lined jeans. Over all that, Cavriani wore waterproof pants. The only exposed skin on the 65-year-old was a small area near his eyes and glasses partially covered that. “There are times I have to lay down in the snow,” he said. He was also buttressed by a facemask over his chin, a pair of gloves and the fluorescent chartreuse hood of his jacket over his ski cap. Cavriani said most people don’t think the small charger box he carries on the floor of the cab is able to start their cars. “I wish I had a dollar for every person who said I couldn’t jump-start with this,” he said pointing to the box.
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With so many schools, shops and businesses closed, Josh Wisch, owner of N.A.R. Towing, thought it would be a slow day so he wasn’t planning to staff the business. By 3 p.m., Wisch’s four drivers had responded to more than 60 calls, he said. Despite the high call volume, Cavriani was surprised how few cars were out on the roads, something he’s never seen on a weekday. “This is like Christmas Day,” he said, adding that even on Christmas Day there’s more traffic. Source: chicagotribune.com.
Crews Pull Woman from Baraboo River Multiple agencies responded to a car underwater in the Baraboo River on recently, according to a release from the Columbia County (Wisconsin) Sheriff’s Office. The vehicle had left the roadway, fell through the ice and went into the
river. A female driver in a minivan was underwater for an unknown amount of time. Tow operators from Blystone’s Towing responded to the scene. Blystone’s team went into the water and was able to put a hole in the window with a pick. Fire department members wrapped a chain around the rear post of the vehicle. Blystone’s was able to pull the vehicle up out of the water. She was removed from the vehicle and taken to the hospital. Erin Erickson was one of the tow operators from Blystone’s Towing who responded to the scene. “Basically when something like that happens, drop everything, get in the truck, and go,” Erickson said. “First thing is get going, get out there, get her out. He or she, whoever it is, get them out. Doesn’t matter what happens, what’s going on, they become priority number one.” Source: nbc15.com.
Work the Passenger side–Stay Safe!
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CopyrightŠ2019 American Towman Magazine. Characters and stories are fictitious; no resemblance to real life characters is intended.
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