# The Property Manager's Complete Guide to Choosing a Towing Company (15-Point Checklist)
The towing company you partner with represents your property every time they roll onto your parking lot. A bad towing partner damages your reputation, exposes you to lawsuits, and drives away tenants. A good one solves your parking problems quietly, professionally, and at zero cost to you.
This guide provides property managers, HOA board members, apartment community managers, and commercial property owners in the Phoenix metro area with a systematic framework for evaluating and selecting a towing partner. We have distilled it into 15 evaluation criteria — the same criteria we would use if we were selecting a towing company for our own property.
Use this as a checklist when interviewing towing companies, reviewing proposals, or evaluating your existing partnership.
The 15-Point Towing Company Evaluation Checklist
Criterion 1: Cost to Property
What to ask: "What does your service cost the property owner?"
What good looks like: Zero. The professional private property towing model in Arizona is entirely no-cost to the property. The towing company recovers its costs from impound and storage fees charged to vehicle owners whose cars are towed for legitimate violations. This model is explicitly contemplated by Arizona law (ARS 9-499.05) and is the industry standard.
Red flag: Any towing company that charges the property owner — whether as a monthly retainer, per-tow fee, sign installation fee, or "administrative charge" — is either not operating under the standard PPI model or is padding margins at your expense.
| Fee Type | Industry Standard | Red Flag |
|---|---|---|
| Monthly retainer | $0 | Any amount |
| Per-tow fee to property | $0 | Any amount |
| Sign installation | $0 (included) | Charged separately |
| Sign replacement | $0 (included) | Charged separately |
| Account setup fee | $0 | Any amount |
| Annual renewal fee | $0 | Any amount |
Criterion 2: Response Time
What to ask: "What is your average response time to our property? What is your guaranteed maximum response time?"
What good looks like: Average response time under 30 minutes, with a guaranteed maximum of 60 minutes. The company should be willing to put this in the contract with a remedy if they consistently fail to meet it.
Why it matters: When a vehicle is blocking a fire lane, a 2-hour response time is unacceptable. When a resident reports an unauthorized vehicle at 10 PM and you need it gone before morning, you need a partner who responds quickly.
How to verify: Ask for the company's response time data for the past 6 months. If they cannot provide it, they are not tracking it — which means they are not managing it.
| Response Time | Rating |
|---|---|
| Under 20 minutes | Excellent |
| 20-30 minutes | Good |
| 30-45 minutes | Acceptable |
| 45-60 minutes | Marginal |
| Over 60 minutes | Unacceptable |
Criterion 3: Signage Compliance
What to ask: "Do you provide signage? Does it comply with ARS 9-499.05 and HB 2269? Who installs it? Who replaces damaged signs?"
What good looks like: The towing company provides all signage at no cost, ensures compliance with current Arizona law (including the 2024 HB 2269 updates), assists with installation placement, and replaces damaged or weathered signs as needed.
Why it matters: Non-compliant signage means every tow from your property could be challenged — and potentially reversed with liability to you. In Arizona, ARS 9-499.05 requires specific information on every sign: the towing company's name, phone number, and storage facility address. HB 2269 (2024) added minimum font size requirements.
Red flag: Companies that tell you to purchase and install your own signs, companies that provide signs without the required information, or companies that charge for sign replacement.
For a complete breakdown of signage requirements, see: Arizona HB 2269: New Towing Signage Requirements.
Criterion 4: 24/7 Availability
What to ask: "Do you dispatch 24 hours a day, 7 days a week, 365 days a year? Who answers the phone at 3 AM on Christmas?"
What good looks like: A live dispatcher answers the phone 24/7. Not a voicemail. Not an answering service that pages someone. A human being who can dispatch a truck immediately.
Why it matters: Parking violations do not respect business hours. Fire lane blockers park at 11 PM. Unauthorized overnight parkers appear at 2 AM. A towing company that only operates during business hours provides roughly 35% of the coverage you need.
| Availability | Coverage |
|---|---|
| 24/7/365 live dispatch | 100% |
| 24/7 with answering service after hours | 80-90% |
| Extended hours (6 AM - midnight) | 75% |
| Business hours only (8 AM - 5 PM) | 35% |
Criterion 5: Insurance Coverage
What to ask: "What insurance do you carry? Can I see certificates of insurance?"
What good looks like: The towing company should carry, at minimum:
| Insurance Type | Minimum Coverage | Purpose |
|---|---|---|
| General liability | $1,000,000 per occurrence | Covers property damage, bodily injury |
| Auto liability | $1,000,000 per occurrence | Covers truck-related incidents |
| Garage keeper's liability | $250,000+ | Covers damage to vehicles in storage |
| Cargo insurance | $100,000+ | Covers damage to vehicles during towing |
| Workers' compensation | State minimum | Covers employee injuries on your property |
| Umbrella/excess | $1,000,000+ | Additional coverage for catastrophic claims |
Why it matters: If a tow truck driver damages a resident's vehicle, dents a curb, or is involved in an accident on your property, you need to know the towing company's insurance will cover the claim — not your property's insurance.
Criterion 6: Storage Facility Quality
What to ask: "Can I tour your impound yard? Where is it located? Is it secure?"
What good looks like: A fenced, lighted, paved (or improved gravel), and gated storage facility with surveillance cameras. The yard should be in a commercially zoned area, within a reasonable distance of your property, and maintained in a clean and professional condition.
Why it matters: Vehicle owners who have been towed will visit the impound yard to retrieve their vehicles. The condition of that facility reflects on your property. A professional, well-maintained yard signals that you partnered with a legitimate company. A dirt lot behind a chain-link fence with no lighting signals the opposite.
What to look for on a yard tour:
- Perimeter fencing in good condition
- Adequate lighting throughout the yard
- Security cameras covering the entrance, office, and vehicle storage areas
- Office area where vehicle owners can pay fees and complete paperwork
- Paved or maintained gravel surfaces (no mud, no standing water)
- Organized vehicle storage (not piled up or blocked in)
- Posted fee schedule visible in the office
- Acceptance of multiple payment methods (cash, credit, debit)
- Apache Junction: 1151 W. Apache Trail, AJ 85120 — Fully fenced, lighted, paved, surveillance cameras, climate-controlled office
- Phoenix: 320 E. Pioneer St., Phoenix 85040 — Fully fenced, lighted, paved, surveillance cameras, climate-controlled office
Criterion 7: Technology and Documentation
What to ask: "How do you document tows? Can vehicle owners find their car online? Do you provide reporting for my property?"
What good looks like: Every tow documented with timestamped photographs (vehicle, violation, signage), GPS coordinates, and a complete record of who authorized the tow. Vehicle owners should be able to locate their vehicle online (website or app) without calling. The company should provide monthly or on-demand reports showing tow counts, violation types, and trends.
Why it matters: Documentation protects you. If a vehicle owner claims their car was towed illegally, photographic evidence of the violation and the compliant signage is your best defense. If a resident claims a tow was discriminatory, data showing consistent enforcement across all violators is your evidence of fair treatment.
| Technology Capability | Standard | Premium |
|---|---|---|
| Photograph documentation per tow | Required | Required |
| GPS timestamp per tow | Required | Required |
| Online vehicle lookup for owners | Standard | Standard |
| Monthly property reports | Standard | Standard |
| Real-time notifications to property manager | — | Premium |
| Property manager portal with dashboard | — | Premium |
| Integration with property management software | — | Premium |
Criterion 8: Reputation and References
What to ask: "Can you provide 3-5 references from properties similar to mine? What is your Google rating?"
What good looks like: A company willing to provide references from apartment communities, HOA communities, or commercial properties (matching your property type) that have been clients for at least 12 months. A Google rating of 3.5+ stars (noting that towing companies will always have some negative reviews from unhappy vehicle owners — the key is how the company responds to those reviews).
How to evaluate reviews: Look for patterns, not individual reviews:
- Positive patterns: Professional drivers, fast response, easy vehicle retrieval
- Negative patterns to accept: "I got towed and I'm angry" (this is normal and expected)
- Negative patterns that are red flags: Vehicle damage with no resolution, hidden fees, inability to reach the company, hostile interactions at the impound yard
Criterion 9: Legal Knowledge and Compliance
What to ask: "Walk me through the legal requirements for towing from my property. What happens if a vehicle owner challenges a tow?"
What good looks like: The company should be able to explain ARS 9-499.05 (signage requirements, authorization process, vehicle owner rights), ARS 28-3511 (abandoned vehicle process), and HB 2269 (updated signage standards) without hesitation. They should have a clear process for handling disputes and should be able to explain how their documentation protects both themselves and the property.
Red flag: A company that seems unfamiliar with Arizona towing law, cannot cite specific statutes, or dismisses legal compliance as unimportant.
Criterion 10: Driver Professionalism
What to ask: "Are your drivers uniformed? Do they carry identification? How do they interact with vehicle owners who are present during a tow?"
What good looks like: Uniformed, badged drivers trained in professional interaction. The company should have a policy for encounters with vehicle owners during an active tow — including how to handle confrontational situations without escalation.
Why it matters: A tow truck driver arguing with a resident in your parking lot at 10 PM is a property manager's nightmare. Professional drivers de-escalate and direct vehicle owners to the proper channels (the impound yard) without creating a scene on your property.
Criterion 11: Contract Terms
What to ask: "What is the contract term? What are the termination provisions? Are there any exclusivity requirements?"
What good looks like:
| Contract Element | Property-Friendly Terms | Red Flag |
|---|---|---|
| Term length | Month-to-month or 1-year | Multi-year with auto-renewal |
| Termination notice | 30 days | 90+ days or penalties |
| Exclusivity | Non-exclusive (you can switch) | Exclusive with long lock-in |
| Indemnification | Company indemnifies property | Property indemnifies company |
| Fee changes | 30-day written notice required | Company can change fees unilaterally |
| Signage removal | Company removes signs upon termination | Property responsible for removal |
Criterion 12: Patrol Flexibility
What to ask: "What patrol options do you offer? Can we customize the patrol schedule? Can we change it seasonally?"
What good looks like: Multiple patrol options (on-call only, scheduled patrol, combination) with the ability to adjust based on your property's needs. Move-in season may require more frequent patrols; winter may require less. The company should accommodate changes without contract renegotiation.
Criterion 13: Communication and Responsiveness
What to ask: "Who is my primary point of contact? How quickly do you respond to property manager inquiries?"
What good looks like: A dedicated account representative (not a rotating pool), email and phone accessibility during business hours, and a response time standard for non-emergency inquiries (24 hours or less).
Criterion 14: Multi-Property Capability
What to ask (for management companies): "Can you handle multiple properties? Do you offer portfolio-level reporting?"
What good looks like: If you manage 5, 10, or 50 properties, your towing partner should be able to service all of them with consistent quality and provide consolidated reporting across your portfolio.
Criterion 15: Community Partnership Approach
What to ask: "What is your philosophy on enforcement? Do you measure success by tow volume or by violation reduction?"
What good looks like: A company that measures success by declining tow counts (meaning the enforcement is working and people are parking correctly), that recommends grace periods for new programs, that supports resident communication efforts, and that treats your residents professionally even when towing their vehicles.
Red flag: A company that talks about "maximizing tow volume," that discourages grace periods, or that seems more interested in revenue than in solving your parking problem.
The Evaluation Scorecard
Use this scorecard to compare towing companies side by side:
| Criterion | Weight | Company A | Company B | Company C |
|---|---|---|---|---|
| 1. Cost to property ($0) | Pass/Fail | |||
| 2. Response time (under 30 min) | 10% | /10 | /10 | /10 |
| 3. Signage compliance (full service) | 10% | /10 | /10 | /10 |
| 4. 24/7 availability (live dispatch) | 10% | /10 | /10 | /10 |
| 5. Insurance coverage (full spectrum) | 8% | /10 | /10 | /10 |
| 6. Storage facility quality | 7% | /10 | /10 | /10 |
| 7. Technology and documentation | 10% | /10 | /10 | /10 |
| 8. Reputation and references | 10% | /10 | /10 | /10 |
| 9. Legal knowledge | 8% | /10 | /10 | /10 |
| 10. Driver professionalism | 7% | /10 | /10 | /10 |
| 11. Contract terms (property-friendly) | 5% | /10 | /10 | /10 |
| 12. Patrol flexibility | 5% | /10 | /10 | /10 |
| 13. Communication responsiveness | 4% | /10 | /10 | /10 |
| 14. Multi-property capability | 3% | /10 | /10 | /10 |
| 15. Community partnership approach | 3% | /10 | /10 | /10 |
| Weighted Total | 100% | /100 | /100 | /100 |
How to Use This Checklist
For New Properties
If you are launching enforcement for the first time:
- 1Interview at least three towing companies using the 15 criteria
- 2Tour each company's impound yard
- 3Call each company's references
- 4Score each company on the evaluation scorecard
- 5Select the highest-scoring company
- 6Negotiate contract terms based on Criterion 11 standards
For Existing Partnerships
If you already have a towing partner and want to evaluate whether you should stay or switch:
- 1Score your current partner on all 15 criteria
- 2Identify any criteria where they score below 6/10
- 3Schedule a meeting to discuss improvement on weak areas
- 4If improvement does not occur within 90 days, begin interviewing alternatives
- 5Give your current partner proper notice per your contract terms before switching
For Management Companies
If you manage a portfolio of properties:
- 1Standardize the evaluation process across all properties
- 2Negotiate portfolio-level terms (consolidated reporting, dedicated account manager)
- 3Use the scorecard annually to verify continued performance
- 4Maintain a list of 2-3 qualified backup companies in case you need to switch quickly
Questions Property Managers Frequently Forget to Ask
Beyond the 15 criteria, here are questions that often get overlooked but matter:
- 1"What happens if your truck damages a resident's vehicle during a tow?" — The answer should involve their garage keeper's insurance and a clear claims process.
- 1"Can you tow from a parking garage with height restrictions?" — Not all tow trucks can operate in structured parking. Ask about flatbed capability and clearance limits.
- 1"How do you handle vehicles with boot or wheel lock devices?" — If your property uses boots, the towing company needs to coordinate with your booting procedure.
- 1"What is your policy if a vehicle owner arrives while the truck is hooking up their car?" — Arizona law requires the tow truck to release the vehicle if the owner arrives before the truck has left the property (subject to a reasonable "drop fee").
- 1"Do you handle abandoned vehicle paperwork?" — ARS 28-3511 requires specific documentation for abandoned vehicle processing. Your towing company should handle this, not you.
Arizona Legal Framework for Towing Partnerships
When entering a towing agreement, property managers should understand the legal framework that governs the relationship:
ARS 9-499.05 establishes that only the towing company named on the property's signage can perform tows. This means your towing agreement and your signage must match. If you switch towing companies, all signage must be updated before the new company can tow from your property.
ARS 28-3511 governs abandoned vehicle removal and requires specific notice procedures. Your towing agreement should specify who is responsible for placing the 48-hour notice on the vehicle (typically the property manager) and who handles the subsequent paperwork (typically the towing company).
HB 2269 (2024) updated signage requirements. Any towing agreement signed after January 2025 should include a representation from the towing company that all signage provided will comply with current law, including HB 2269.
Frequently Asked Questions
How many towing companies should I interview before making a decision?
We recommend interviewing at least three towing companies to get meaningful comparison data. In the Phoenix metro area, there are enough professional private property towing companies to provide competitive options. Request a property assessment from each — a reputable company will visit your property at no charge and provide recommendations tailored to your specific situation.
Can I switch towing companies mid-contract?
That depends on your contract terms, which is why Criterion 11 (Contract Terms) is on the checklist. If your current agreement includes a lock-in period with termination penalties, you may need to wait until the term expires. Property-friendly contracts allow 30-day termination notice. When you switch, all signage must be updated to reflect the new towing company's information before any tows can occur under ARS 9-499.05.
Should I choose a towing company based on proximity to my property?
Proximity matters for response time, but it is not the only factor. A towing company with a yard 20 miles away but excellent logistics and multiple trucks can provide faster response than a company with a yard 5 miles away that operates a single truck. Focus on the guaranteed response time in the contract, not just the yard location. Axle Towing's two-yard strategy — Apache Junction and Phoenix — provides Valley-wide coverage with consistent sub-30-minute response times.
What if my property has never had towing enforcement before?
Starting from scratch is actually easier than fixing a bad existing program. Follow the 7-Day Setup Guide and use this 15-point checklist to select your first towing partner. The most important step is communication with your residents — give them advance notice, a grace period, and clear instructions before enforcement begins.
Is it better to have one towing company for my entire portfolio or different companies for different properties?
For most management companies, a single towing partner across the portfolio is more efficient. It simplifies contract management, provides consolidated reporting, ensures consistent service quality, and gives you leverage for favorable terms. The exception is if your portfolio spans a very large geographic area where no single company can provide acceptable response times to all properties.
Get Your Free Property Assessment
Choosing the right towing partner starts with understanding your property's specific needs. Axle Towing & Impound offers complimentary property assessments for apartment communities, HOA communities, and commercial properties across the Phoenix metro area.
During the assessment, we will:
- Walk your property and identify enforcement priorities
- Audit your existing signage for compliance
- Recommend a patrol schedule tailored to your violation patterns
- Provide a customized enforcement proposal at zero cost
Related reading:
Axle Towing Team
Axle Towing & Impound is a private property towing specialist serving the Phoenix metro area with two secure impound yards in Phoenix and Apache Junction.