Truck + trailer has to be pulled out of the ditch on the A20 motorway near Szczecin

Truck + trailer has to be pulled out of the ditch on the A20 motorway near Szczecin
 

Detailed Breakdown – Roadside Assistance for a New Customer from Lithuania

A new customer from Lithuania contacted us via our hotline and briefly described his problem. His semi-truck, along with a fully loaded 24-ton trailer, had veered off the road and ended up partially stuck in a ditch.

Communication & Initial Measures

To ensure the most efficient and precise handling of the breakdown case, we continued the communication via WhatsApp. This made it easier for both us and the customer to exchange all relevant details, including photos of the vehicle and the accident site.

Once we gathered all the necessary information, we contacted one of our towing service partners in the area to check their availability, estimated arrival time, and potential costs for the recovery.

Situation Assessment & Cost Estimate

After approximately 30 minutes, we received feedback from our towing partner. The photos provided by the customer were insufficient to determine the exact complexity of the recovery. It was unclear whether an additional crane would be required.

Since the total cost could not be accurately calculated due to uncertain workload, we explained to the customer that in Germany, towing services start charging from the moment their vehicles leave the service station and continue until they return.

Based on the available information, we provided the customer with an estimated cost range of 4000 € to 5000 €, ensuring that if the final cost was lower, he would receive a partial refund.

The customer agreed to the estimate and made an advance payment of 5000 € through our WhatsApp payment link.

Recovery Operation & Additional Efforts

Once the payment was received, we confirmed the assignment with the towing service, and they departed immediately. Before their arrival, the police had already reached the scene and had begun securing the area.

During the recovery process, it was discovered that some cargo pallets had tipped over inside the trailer. The police insisted that the cargo security be checked before allowing the vehicle to continue its journey. Fortunately, the driver was able to fix the issue himself, avoiding further delays.

Additionally, the police instructed the towing service to clean the road, as dirt and debris from the accident had accumulated on the pavement.

These extra measures significantly prolonged the recovery time and increased overall costs.

Billing & Additional Payment

Unfortunately, there was a delay in receiving the invoice from our towing service partner, which meant the customer had to wait over a week for confirmation regarding any potential refund.

Once we finally received the invoice, it became clear that the total cost for the recovery was 5700 €. As a result, there was no refund, and the customer needed to pay an additional 700 €.

We provided the customer with a detailed explanation of the costs, including the additional work required for road cleaning and extended service time. The customer understood the situation and promptly transferred the remaining 700 € the following day.

Final Costs for the Breakdown: 5700,00€