Customer Service Standards

Call live Kansas City dispatch at 816-588-8888 for current availability.

How this standard guides the work

These standards describe the communication and decision points Tommy's expects around a voluntary towing or roadside request. They are designed to make the assignment understandable before work begins, while conditions are changing, and after service. They do not advertise a response-time guarantee or replace job-specific terms.

Standards and decision points

Before assignment

Dispatch should gather the exact location, vehicle, keys, wheel and damage condition, requested help, access, destination, customer authority, and callback. Availability, estimate, and assignment must be expressly confirmed; an online inquiry is not enough.

Price communication

Towing starts at $125, and mileage and other disclosed charges may apply. The customer should be told which known factors are included, which factors remain conditional, and when changed scene facts require a revised estimate or additional approval.

Arrival and identification

Customers should confirm the responding provider and vehicle before approaching, especially at night, in traffic, or when another roadside company may also be present. Estimated arrival information can change with traffic, weather, safety, equipment, and prior calls.

Respectful, safety-first communication

Customers should receive direct instructions without pressure to enter traffic, stand in a loading path, conceal damage, misstate authorization, or ignore emergency personnel, facility staff, posted restrictions, or manufacturer guidance.

Records and questions

Customers may ask what work was authorized, what material condition changed, how a charge was calculated, and where to send a concern. Sensitive identity, vehicle, payment, and location information should be limited to the people who need it for the request.

Accessible alternatives

If a customer cannot use the website or email workflow, the phone number remains the direct service channel. Customers may also report a digital accessibility barrier so the information can be provided another way and the issue can be reviewed.

What Tommy's commits to

Use plain language and distinguish facts from estimates, assumptions, and items still requiring verification.
Never say a truck is assigned until live dispatch has actually confirmed the assignment.
Do not promise a universal arrival time, equipment type, payment method, insurer reimbursement, or destination acceptance.
Give the customer an opportunity to correct vehicle, location, access, and destination information before assignment.
Escalate injury, fire, hazardous material, active-lane danger, or other emergencies to 911 and the responsible authorities.
Route unresolved service concerns to the documented complaint-and-resolution process.

Important limits

These standards describe the intended service process and do not create a guaranteed response time, priority level, credit approval, refund, warranty, or legal remedy.
A dispatcher cannot authorize entry to a property, garage, airport, event, venue, police-controlled scene, or receiving facility on behalf of the responsible operator.
Service may be declined or changed when lawful authority, safety, equipment fit, access, destination acceptance, or reliable customer information cannot be confirmed.
Specific written estimates, authorizations, invoices, account agreements, and release records remain controlling for the related job.

Questions drivers ask

When is a tow request actually confirmed?

Only after live dispatch confirms the customer, exact pickup, vehicle, requested work, destination, current availability, price or estimate, and assignment. A website form prepares information but does not send a truck.

Can the price change after the call?

It can when the actual vehicle, damage, wheels, keys, access, recovery work, mileage, destination, waiting, tolls, storage, or required equipment differs from the information used for the estimate. Ask for the change and approval to be explained before additional nonemergency work proceeds.

What if I need an accessible way to receive information?

Call 816-588-8888 or email recoverykc@gmail.com, describe the information or task you need, and identify the barrier. Tommy's can work to provide the information through a reasonable alternative while the website issue is reviewed.

How do I make a service complaint?

Use the customer complaint and resolution guide. Include the job date, vehicle, pickup, concern, desired resolution, and relevant estimate, invoice, photo, or communication records without sending unnecessary identity or payment data.

Related policies and guides

Need help now?

Call live dispatch. An online form or email does not dispatch a truck.

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