I-Way Roadside Assistance

Vehicle Damaged During Towing: Poor Service and Lack of Accountability

Vehicle Damaged During Towing: Poor Service and Lack of Accountability I requested a tow for one of my vehicles through my insurance company, which appointed IWay Towing to transport the vehicle. The vehicle was successfully towed and parked at the garage. A few days later, when the mechanic began assessing the vehicle, we discovered that the boot handle had been damaged. I immediately recalled that the tow truck driver had attempted to gain access to the battery, which is located inside the boot of the vehicle. Based on this, I notified IWay Towing via email of my findings and concerns. A few days later, I received a call from a contact centre agent advising me that the towing company was refusing to accept responsibility for the damage. The agent asked whether I would be willing to participate in a three-way call with the tow truck driver, to which I agreed. I was informed that I would receive the call within five minutes. Instead, a few days later, I received a direct call from the tow truck driver. Rather than attempting to resolve the matter, he became defensive and ultimately ended the call on me. Following this interaction, I sent another email to document what had transpired. A few days later, the contact centre agent called me again and advised that the tow truck driver and IWay Towing Operations Manager, Tyron, were available to discuss the matter. I expressed my concern that the discussion would likely be unproductive based on the level of service I had received up to that point. However, I agreed to proceed. During the conversation, Tyron began asking questions about the incident, despite the matter having already been explained on multiple occasions. What I found particularly frustrating was that the discussion appeared to focus on finding alternative explanations rather than addressing the possibility that the damage may have occurred during the towing process. At one point, I was asked whether my mechanic could have damaged the boot handle. I explained that I was present when the damage was discovered and that the vehicle had not been worked on prior to identifying the issue. At no stage during these interactions did I experience any sense of accountability, ownership, or empathy from IWay Towing. Instead, I felt as though I was being treated as if I needed to prove my innocence rather than being treated as a customer raising a legitimate concern. What concerns me most is the complete lack of customer care throughout this process. There was no apology, no indication that my concerns were being taken seriously, and no genuine effort to investigate the matter impartially. From a Treating Customers Fairly perspective, the experience was extremely disappointing. As a customer, I would have expected a professional investigation and respectful engagement. Instead, I was met with defensiveness, excuses, and an apparent reluctance to accept any responsibility for the damage. This experience has left me questioning how service providers of this nature continue to represent insurance companies while delivering such poor customer service. Equally disappointing was the conduct of the Operations Manager, whose approach made the interaction feel confrontational rather than customer-focused. I believe customers deserve better. They deserve fair treatment, transparent investigations, and service providers who are willing to take accountability when things go wrong. Unfortunately, my experience with IWay Towing has been the exact opposite.