ImpoundDeskAnswering “is my car there?” calls at an impound yard
Updated October 22, 2026 · For towing and impound yards
Owners call upset, often without knowing where their car went. A consistent script lets any staff member handle the call quickly and correctly, and turns an angry call into a scheduled pickup.
Find the vehicle
- Ask for the plate number and state, or the make, model and where it was parked.
- Look it up by plate.
- Confirm the vehicle and when it arrived.
- Check for holds before saying anything about release.
Explain what they need
Read out your release requirements: ownership, ID, any agency release, and the fee as of the day they plan to come. Offer to send it in writing so they don’t have to remember it.
Set a pickup
Agree a pickup time when they can bring everything. Note it on the release so the vehicle is staged and the gate staff are expecting them.
Keep it calm
- Stick to facts: where the car is, why it was towed, what’s owed.
- Don’t debate the tow decision; point them to the property owner or agency that ordered it.
- Write down the caller’s contact details on the release.