Frequently Asked Questions
No. Registering with Road Dogs is completely free.
Road Dogs is the fastest and most cost-effective way to get service during a breakdown. All you have to do is log in on your desktop or mobile device and request a service. You will get an instant quote and description of the service you will be receiving that must be approved by you. Our completely automated system will then send you instant notifications on the status of your service call and you can track the location of the service provider every step of the way. After the service call is completed, you can even rate the service provider based on your satisfaction.
Just log into your Road Dogs account on your desktop or on your mobile device. No phone calls are needed. Our automated system will take it from there and send you instant notifications every step of the way.
Currently, Road Dogs provides services in all areas of the Burlington, Milton, Oakville, Halton Hills, Caledon, Brampton, Mississauga, Vaughn, Markham, and the City of Toronto.
No. 24 hour call centres are expensive to run, inefficient and outdated. In order to keep the cost of the service call to
a minimum, Road Dogs has developed an online customer portal that allows its customers to quickly and efficiently
request a service call.
Please feel free to call our office during regular business hours which are Monday to Friday, 9:00 A.M. to 5:00 P.M., Eastern Standard Time. Our telephone number is 289-724-2114. You may also send us a question using our ‘Contact Us’ page.
To provide a better, faster and more efficient way to dispatch roadside assistance where all parties involved work together as a team to improve the emergency breakdown experience.
We primarily provide all services for transport trucks and trailers. We also provide services for straight trucks and medium duty trucks.
No. At present, our service provider network does not include automobile service providers. We are therefore unable
to provide emergency road services for automobiles.
To date, our average response time to an emergency breakdown is less than one hour on site.
To date, on average our customer’s equipment is back on the road in less than one and a half hours.
Response times would be greater under uncontrollable circumstances such as weather, road accidents, road
closures and other acts of nature. Response times would also be greater in rural areas where service providers are
few and far apart.
We currently accept Visa, MasterCard and American Express credit card payments and you can also pay with your debit card.
The Road Dogs President owned and operated a truck and trailer repair facility for over thirty years. This experience
allows him to audit each invoice to ensure the proper amounts have been charged for parts and labour.
We coordinate emergency breakdown services such as mechanical mobile truck/trailer repairs, reefer/heater mobile repair services, mobile boost services and mobile fuel delivery. We also provide snow removal services in the winter.
We will immediately contact you to inform you that your vehicle can not be repaired roadside. At that time, you will
have the option to call your own tow truck company and to have the vehicle towed to the nearest service station.
You can begin to use our services immediately when you have any emergency. All you have to do is create an account by clicking on the ‘Create Your Account’ button on our website and then fill out a quick form to let us know a little about you. We recommend that you create your account prior to an actual breakdown in order to expedite the service call process when you do have an actual breakdown.
The first benefit you would receive is that your company profile would be recorded into our customer list and you
would not have to repeat all your company information every time you require our services. The second benefit would
be that we would have all your specific instructions pertaining to your service calls in our database including names of
other people in your organization authorized to make service calls on your behalf.
We will require general information including your name, company name, telephone number, fax number, address,
size of your fleet and after hours contact information. We will also require any specific instructions you have regarding
service calls and any authorization limits you may have.
Our regular business hours are Monday to Friday, 9:00 A.M. to 5:00 P.M., eastern standard time.
Service Call Questions
The first step is to create your own Road Dogs account by clicking on the ‘Become A Customer’ button on our
website. Once your account is created, you are ready to submit an online service call request. The only way to submit
a service call to Road Dogs is through your customer portal on our website.
No. 24 hour call centres are expensive to run, inefficient and outdated. In order to keep the cost of the service call to
a minimum, Road Dogs has developed an online customer portal that allows its customers to quickly and efficiently
request a service call.
In order to make any changes to your service call request, all you have to do is log into your Road Dogs account on your desk top computer or mobile device and then modify your service call request as required.
Yes. After you submit your service call request, you will be sent an estimate via email. Once you receive the email
that includes the estimate, you will have the option to accept the estimate. Only after you have accepted the Road
Dogs estimate will the service call process begin.
Yes. We will keep you up to date on all occurrences of your service call through emails or SMS (text messages).
Notifications will include when the service provider has been dispatched, when the service provider has arrived at the
breakdown and when the service call is completed.
We are responsible for dispatching the appropriate service provider available at the time of the call and for tracking
the service call from start to finish. We are also responsible for paying all service providers in a timely manner.
No. Road Dogs will not be liable, under any circumstances, for any indirect, special, incidental or consequential
damages of any kind (including lost profits) regardless of the form of action whether in contract, tort (including
negligence), or otherwise, even if Road Dogs has been advised of the possibility of such damages. In no event shall
Road Dogs maximum aggregate liability exceed the total amount paid by you for the services.
Yes. Road Dogs has a $5,000,000.00 liability insurance policy in place for every service call we dispatch and perform.
Rating of Customers
Yes. If the customer’s satisfaction rating drops below 3.5 stars out of 5 stars, Road dogs will remove the customer
from their customer list.
Suspension of Services Questions
Yes. If your account is on hold or has been terminated, you will be denied access to our services.
You will not be able to use your account to obtain our services. Also, if your account has been put on hold or
terminated, reactivation of your account will be completely at our discretion. If we agree to reactivate your account,
we will require payment in full of all outstanding amounts.
Credit Card Questions
We regrettably will not be able to begin the dispatch process if your credit card is declined. If you have another credit
card that you can use, please provide the alternate credit card information in the service call request.
Yes. By filling out our blanket ‘Credit Card Authorization Form’, you will be able to keep on file your credit card
information. Your credit card information will only be accessible by Upper Management. Having your credit card on
file does not however guarantee the automatic processing of all your service calls. Each service call will still be
subject to our standard ‘Pre-Authorization’ process to ensure the credit card is not declined as per item number 1
above.
FAQ's For Service Provider
No. Becoming a part of our service provider network is absolutely free.
Please click on the ‘Become A Service Provider’ button on our website and let us know a little about yourself. Once you have submitted your application to become a Preferred Service Provider, a member of our management team will contact you within 24 hours to discuss how you can join the Road Dogs team.
We are looking for service providers who are committed to providing a high quality of service at a fair price. Our
service providers should also have well maintained and safe equipment at all times. Proof of adequate and up to date
liability insurance must also be supplied to Road Dogs.
You would first of all receive new service calls from any one of our customers which will increase your sales and exposure in our industry. Secondly, all the service calls you receive from us will come from our Road Dogs automated system which means you will get clear and accurate information about the service call. The third benefit is that you will not have to spend time on the phone negotiating the service call fee as our customer will have already approved the Road Dogs estimate. Best of all benefits is that you make your own schedule! Work when want and pick up extra work in slow times.
First of all, we expect our service providers to be honest with their labour costs and parts mark ups. We also expect our service providers to be courteous to our customers throughout the service call process. An open line of communication is also expected, meaning we expect you to confirm when you have arrived at the breakdown scene and then we expect you to confirm when the work has been completed.
Road Dogs will always pay you for any service you provide for our customers.
Our policy is to provide prompt payment to all of our service providers. All service providers are paid within 14 days after the service call has been completed and we have received the service provider’s invoice. Our goal is to keep all of our service providers as happy as possible which means making consistent payments.
We require our service providers invoice immediately after the service call is completed. We prefer to have our
invoices within 24 hours of the service call completion. The Road Dogs Portal can also be used by our service
providers as a way to invoice Road Dogs which means you do not have to spend time to create your own invoices for
us.
The faster we receive our service provider’s invoices, the faster we can invoice our customers. This is especially
important to us if our customer is paying for the service call with their credit card. We only have a certain amount of
days after we pre-authorize a customer’s credit card to complete the sale.
In order to maximize the amount of calls you get from Road Dogs, you must maintain the highest possible star rating. Secondly, through time, you must prove to be reliable and honest when providing your services.
Rating of Service Providers and Customers
Road Dogs does not specifically rate their service providers but the service providers are rated by our customers.
After every service call, our customers can and are encouraged to rate the service provider who completed the
service call.
Your service provider rating would drop if you give our customer the wrong estimated time of arrival, if you try to take
advantage of our customer through excessive invoices or if you are not courteous during the service call.
Yes. If the service provider’s satisfaction rating drops below 3.5 stars out of 5 stars, Road dogs will remove the
service provider from the service provider network.
Yes. Road Dogs will perform an investigation when a service provider receives a poor rating from a customer to
determine if the poor rating is warranted.
Yes. Our service providers can and are encouraged to rate the customer after every service call.
Yes. If the customer’s satisfaction rating drops below 3.5 stars out of 5 stars, Road dogs will remove the customer
from their customer list.