HATO instructed removal from a motorway
Discussion
Yesterday I had a breakdown of sorts with my car and ended up calling the Highways Agency as I thought there was a risk with where it was positioned. Briefly, what happened was that a front brake caliper had come loose (one mounting bolt is missing) and was jamming the wheel. I heard what I now assume to be the bolt come out just as I was approaching my exit junction, when I stopped at the bottom of the slip road for the traffic lights the car wouldn't move forwards, unfortunately I was in the middle of 3 lanes at the traffic lights there.
I called the RAC who said they would get to me within 45 minutes because I was priority and if I felt it was dangerous I should call for the Highways Agency, which I duly did as some cars got pretty close to me, not spotting hazard warning lights flashing. When the HATO arrived I told them the RAC were on the way but they said they would call for a recovery truck and said whoever arrived first could sort me out. A little while later when I asked he said if their truck arrived first I would have to pay. The RAC only sent a van which couldn't move me (much later than promised) so the HATO arranged truck arrived before the RAC sent one. Basically the car was moved on the truck to a layby immediately beside the roundabout I started from and to get my car off that truck I had to pay £150 to the Highways Agency service.
Question is, why did they have to send for that knowing recovery was on the way? I have paid it but think it strange that I got the fee without any direct notification that there would be a charge, and certainly no contract or agreement from me to accept one. Does anyone know if they are able to do that as a few things I have found online indicate they can call a recovery service if the car is not covered by another form breakdown recovery, which I was. Just interested to know if they acted within correct procedures.
I called the RAC who said they would get to me within 45 minutes because I was priority and if I felt it was dangerous I should call for the Highways Agency, which I duly did as some cars got pretty close to me, not spotting hazard warning lights flashing. When the HATO arrived I told them the RAC were on the way but they said they would call for a recovery truck and said whoever arrived first could sort me out. A little while later when I asked he said if their truck arrived first I would have to pay. The RAC only sent a van which couldn't move me (much later than promised) so the HATO arranged truck arrived before the RAC sent one. Basically the car was moved on the truck to a layby immediately beside the roundabout I started from and to get my car off that truck I had to pay £150 to the Highways Agency service.
Question is, why did they have to send for that knowing recovery was on the way? I have paid it but think it strange that I got the fee without any direct notification that there would be a charge, and certainly no contract or agreement from me to accept one. Does anyone know if they are able to do that as a few things I have found online indicate they can call a recovery service if the car is not covered by another form breakdown recovery, which I was. Just interested to know if they acted within correct procedures.
andyps said:
when I stopped at the bottom of the slip road for the traffic lights the car wouldn't move forwards, unfortunately I was in the middle of 3 lanes at the traffic lights there.
So In a "live lane" of a motorway technically ?andyps said:
I called the RAC who said they would get to me within 45 minutes because I was priority and if I felt it was dangerous I should call for the Highways Agency, which I duly did as some cars got pretty close to me, not spotting hazard warning lights flashing.
Have a look here, a bit old but pretty much the official answer.https://www.whatdotheyknow.com/request/price_of_ve...
I've heard dozens of times "recovery" is "on the way" "only 5 minutes away" etc and usually it's bull.
If stat removal garage didn't remove you, you may have been sat in the "live lane" another hour waiting for the RAC and causing an obstruction.
The 'official' answer and cost https://www.gov.uk/government/uploads/system/uploa...
oldcynic said:
Sounds like something to take up with the RAC - especially as they sent a small van despite your clear information. They should reimburse you, although it may have been appropriate to advise them at the time
+1Complain to the RAC and see if they will do anything.
They have a tendency to ignore customers instructions in my experience.
I was a passenger in my friend's Hilux monster truck when the Diff shat itself on the M6. We phoned the RAC control centre and were absolutely explicit about the vehicle we were in using simple terms such as "absolutely enormous'" and '"it has 44 inch monster truck tyres on it" and "you need to send a large flatbed truck with winch"
Nearly 2 hours later they sent a f
king transit van with in of those fold out dolly things 
The guy then proceeded to make a joke out of how it wasn't going to be towed anywhere by his transit van, got a tape measure out, took some measurements, and had to phone the control centre and tell them to send a large flatbed.. Just like we told them in the first place.
oldcynic said:
Sounds like something to take up with the RAC - especially as they sent a small van despite your clear information. They should reimburse you, although it may have been appropriate to advise them at the time
I certainly intend to do just that, with quite a few phone calls going on and just trying to get the car sorted it wasn't top of my mind to raise it with them immediately.speedyguy said:
Have a look here, a bit old but pretty much the official answer.
https://www.whatdotheyknow.com/request/price_of_ve...
I've heard dozens of times "recovery" is "on the way" "only 5 minutes away" etc and usually it's bull.
If stat removal garage didn't remove you, you may have been sat in the "live lane" another hour waiting for the RAC and causing an obstruction.
The 'official' answer and cost https://www.gov.uk/government/uploads/system/uploa...
Thanks - I found those same links, in the first one it was the line "If the driver of the vehicle is not able to make suitable private arrangements for the removal of their vehicle" from which I wonder how that fits with the fact that I had already made arrangements. The second is less clear.https://www.whatdotheyknow.com/request/price_of_ve...
I've heard dozens of times "recovery" is "on the way" "only 5 minutes away" etc and usually it's bull.
If stat removal garage didn't remove you, you may have been sat in the "live lane" another hour waiting for the RAC and causing an obstruction.
The 'official' answer and cost https://www.gov.uk/government/uploads/system/uploa...
Frustratingly, had I got less than 2 car lengths further forward I would not have been on the motorway!
andyps said:
Thanks - I found those same links, in the first one it was the line "If the driver of the vehicle is not able to make suitable private arrangements for the removal of their vehicle" from which I wonder how that fits with the fact that I had already made arrangements. The second is less clear.
You made a private arrangement to have the vehicle removed, however the fact that when the RAC turned up they were unable to remove the vehicle tends to suggest that it wasn't a suitable private arrangement. As others have stated the priority in situations such as this is to remove the obstruction ASAP from both a safety and traffic management point of view.Cat
oldcynic said:
Sounds like something to take up with the RAC - especially as they sent a small van despite your clear information. They should reimburse you, although it may have been appropriate to advise them at the time
The RAC/AA provide breakdown cover though and although the car had broken down it was also causing a hazard/obstruction so the latter took priority and it became a HA job.The HA have standing contracts with local salvage agents who operate almost solely to react to police/fire/HA requests to drag junk off the motorways and so can react much, much quicker than the orange or yellow. They even have yards tagged on to some of the motorway services with whole fleets of recovery trucks in waiting.
Bottom line is, if the HA or plod need something shifting ASAP they have the authority to do so by the fastest means, not the most cost effective.
The other thing to bear in mind when slagging off breakdown companies for sending the wrong type of truck or not prioritising correctly is the following:
Everyone breaks down in a dangerous location.
Everyone who breaks down is a lone female travelling at night.....even the ones in broad daylight.
Everyone who breaks down is on their way to the birth of their first child.
Everyone who breaks down is able to diagnose exactly what's wrong with the car without even stepping out of it and therefore "knows" it needs a recovery truck not a van.
Edited by anonymous-user on Monday 27th April 00:59
Thanks Guys, I haven't experienced this before (fortuantely) so wanted to check.
In terms of suitable recovery, the RAC recovery vehicle arrived just as my car was loaded on the Highways agency one, who had actually arrived without suitable equipment to move a car with a locked wheel - no dolly or similar to put the locked wheel on. We did manage it with the use of a crow bar the highways agency had which moved the caliper allowing the wheel to move - had they done that when they arrived, or the RAC done it, I could have driven the very short distance to a layby in the middle of the junction.
st happens, just hopefully not too often! One of those things.
In terms of suitable recovery, the RAC recovery vehicle arrived just as my car was loaded on the Highways agency one, who had actually arrived without suitable equipment to move a car with a locked wheel - no dolly or similar to put the locked wheel on. We did manage it with the use of a crow bar the highways agency had which moved the caliper allowing the wheel to move - had they done that when they arrived, or the RAC done it, I could have driven the very short distance to a layby in the middle of the junction.
s
t happens, just hopefully not too often! One of those things.NinjaPower said:
+1
Complain to the RAC and see if they will do anything.
They have a tendency to ignore customers instructions in my experience.
I was a passenger in my friend's Hilux monster truck when the Diff shat itself on the M6. We phoned the RAC control centre and were absolutely explicit about the vehicle we were in using simple terms such as "absolutely enormous'" and '"it has 44 inch monster truck tyres on it" and "you need to send a large flatbed truck with winch"
Nearly 2 hours later they sent a fking transit van with in of those fold out dolly things
The guy then proceeded to make a joke out of how it wasn't going to be towed anywhere by his transit van, got a tape measure out, took some measurements, and had to phone the control centre and tell them to send a large flatbed.. Just like we told them in the first place.
The AA are the same way - send a small van out to try and a flatbed if they cannot.Complain to the RAC and see if they will do anything.
They have a tendency to ignore customers instructions in my experience.
I was a passenger in my friend's Hilux monster truck when the Diff shat itself on the M6. We phoned the RAC control centre and were absolutely explicit about the vehicle we were in using simple terms such as "absolutely enormous'" and '"it has 44 inch monster truck tyres on it" and "you need to send a large flatbed truck with winch"
Nearly 2 hours later they sent a f
king transit van with in of those fold out dolly things The guy then proceeded to make a joke out of how it wasn't going to be towed anywhere by his transit van, got a tape measure out, took some measurements, and had to phone the control centre and tell them to send a large flatbed.. Just like we told them in the first place.
When mine died a few years back, I rang and told them it was permanent AWD and could not be towed long distances.
The response, was that it was down to their response team to make that judgement.
Van turns up over an hour later and tells me he cannot tow it the distance required - as it is AWD. Two hours later the flatbed I requested, turns up.
oldcynic said:
Sounds like something to take up with the RAC - especially as they sent a small van despite your clear information. They should reimburse you, although it may have been appropriate to advise them at the time
I've had the same. Clutch went on F, phoned RAC, them what had happened, explained that I could not be towed off the motorway and needed to be recovered on the back of a vehicle.Totally ignored this instruction with the first vehicle.
Sounds like the HATO were in the right, and you need a chat with RAC customer services.
We've had this issue of them sending the incorrect vehicle before, I was at GTI international with my mate's Rallye, which is 4wd, which was blowing oil past its rings at a rate of knots.
AA van on site had turned up for someone else, he wandered over, explained what was happening to the guy in the AA van who raised the call and escalated straight to a truck.
If you call a centre they'll send the closest van, who can assess the need for a truck, if nobody is available THEN it will be a local agent or truck.
VERY rarely we'll get a recovery truck first time of asking, even when we know it needs one, its cheaper to send the van first.
We've had this issue of them sending the incorrect vehicle before, I was at GTI international with my mate's Rallye, which is 4wd, which was blowing oil past its rings at a rate of knots.
AA van on site had turned up for someone else, he wandered over, explained what was happening to the guy in the AA van who raised the call and escalated straight to a truck.
If you call a centre they'll send the closest van, who can assess the need for a truck, if nobody is available THEN it will be a local agent or truck.
VERY rarely we'll get a recovery truck first time of asking, even when we know it needs one, its cheaper to send the van first.
NinjaPower said:
+1
Complain to the RAC and see if they will do anything.
They have a tendency to ignore customers instructions in my experience.
I was a passenger in my friend's Hilux monster truck when the Diff shat itself on the M6. We phoned the RAC control centre and were absolutely explicit about the vehicle we were in using simple terms such as "absolutely enormous'" and '"it has 44 inch monster truck tyres on it" and "you need to send a large flatbed truck with winch"
Nearly 2 hours later they sent a fking transit van with in of those fold out dolly things
The guy then proceeded to make a joke out of how it wasn't going to be towed anywhere by his transit van, got a tape measure out, took some measurements, and had to phone the control centre and tell them to send a large flatbed.. Just like we told them in the first place.
See - I had the exact opposite, I was expecting for a little van to turn up, and they just sent me the truck! This was when my auto gearbox gave up, it was somewhat driveable, but lots of crud in the oil from a disintegrated clutch pack made things interesting. Apparently they do review what you tell them and make a decision from that.Complain to the RAC and see if they will do anything.
They have a tendency to ignore customers instructions in my experience.
I was a passenger in my friend's Hilux monster truck when the Diff shat itself on the M6. We phoned the RAC control centre and were absolutely explicit about the vehicle we were in using simple terms such as "absolutely enormous'" and '"it has 44 inch monster truck tyres on it" and "you need to send a large flatbed truck with winch"
Nearly 2 hours later they sent a f
king transit van with in of those fold out dolly things The guy then proceeded to make a joke out of how it wasn't going to be towed anywhere by his transit van, got a tape measure out, took some measurements, and had to phone the control centre and tell them to send a large flatbed.. Just like we told them in the first place.
Mandalore said:
NinjaPower said:
+1
Complain to the RAC and see if they will do anything.
They have a tendency to ignore customers instructions in my experience.
I was a passenger in my friend's Hilux monster truck when the Diff shat itself on the M6. We phoned the RAC control centre and were absolutely explicit about the vehicle we were in using simple terms such as "absolutely enormous'" and '"it has 44 inch monster truck tyres on it" and "you need to send a large flatbed truck with winch"
Nearly 2 hours later they sent a fking transit van with in of those fold out dolly things
The guy then proceeded to make a joke out of how it wasn't going to be towed anywhere by his transit van, got a tape measure out, took some measurements, and had to phone the control centre and tell them to send a large flatbed.. Just like we told them in the first place.
The AA are the same way - send a small van out to try and a flatbed if they cannot.Complain to the RAC and see if they will do anything.
They have a tendency to ignore customers instructions in my experience.
I was a passenger in my friend's Hilux monster truck when the Diff shat itself on the M6. We phoned the RAC control centre and were absolutely explicit about the vehicle we were in using simple terms such as "absolutely enormous'" and '"it has 44 inch monster truck tyres on it" and "you need to send a large flatbed truck with winch"
Nearly 2 hours later they sent a f
king transit van with in of those fold out dolly things The guy then proceeded to make a joke out of how it wasn't going to be towed anywhere by his transit van, got a tape measure out, took some measurements, and had to phone the control centre and tell them to send a large flatbed.. Just like we told them in the first place.
When mine died a few years back, I rang and told them it was permanent AWD and could not be towed long distances.
The response, was that it was down to their response team to make that judgement.
Van turns up over an hour later and tells me he cannot tow it the distance required - as it is AWD. Two hours later the flatbed I requested, turns up.
So they sent a tiny van to try and fix it
6 hours later a suitable truck arrived.
Years ago, but I doubt things are much different, I did manage to get the RAC to send a man with a trailer when my vintage car broke down. However, it was a good job I had plenty of phone credit as it was quite obvious from the call that they wanted to send a man with a van so my insisting the breakdown was mechanical was quite important. The engine still ran, the chains were still in place but somewhere between the engine and the final drive, things were not connected.
Luckily though, the area was one where they got a local garage and he'd actually seen me earlier in the day (I was doing an old motor bike run as an invited trike) and he knew darn well that what I said was reasonable.
Luckily though, the area was one where they got a local garage and he'd actually seen me earlier in the day (I was doing an old motor bike run as an invited trike) and he knew darn well that what I said was reasonable.
I once called the AA when I had a tyre blow on a motorway. I tried to fix it with one of those foam things but the rip was so big that the wheel arch simply filled with foam.
The control centre refused to ask for a low loader until 'the engineer has inspected the damage'. They even asked if my Ferrari was petrol or diesel !!! They also asked if was manual or automatic even tho the problem was a blown tyre.
I did manage to get the control centre to ask the engineer to call me before attending which he did and bought the low loader.
The control centre refused to ask for a low loader until 'the engineer has inspected the damage'. They even asked if my Ferrari was petrol or diesel !!! They also asked if was manual or automatic even tho the problem was a blown tyre.
I did manage to get the control centre to ask the engineer to call me before attending which he did and bought the low loader.
I'm with Green Flag and when I was traveling deep into Scotland I hit a hidden pothole that took out two tires, when this happened I phoned them as you would and informed them what was happening. They took my word for it and sent a flatbed.
Guess it might depend on who you are with too.
Guess it might depend on who you are with too.
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