Tow Manual

OCSO Policies & Procedures for

Police Towing Companies
Revised 2022

SECTION I: PROGRAM INTRODUCTION

The purpose of this manual is to articulate the guidelines and performance standards expected of towing
companies engaged in towing for the Orange County Sheriff’s Office. The goals of these standards are
to safeguard against fraud and similar abuses; minimize traffic congestion and hazards; and to provide
uniform policies for all participants ensuring efficient operations for both the Sheriff’s Office and the
towing companies.

Companies providing licensed, police initiated towing are an extension of the Sheriff’s Office so the
facilities, conduct and services should reflect the highest levels of ethics and professionalism.
Companies reflecting poorly on the Sheriff’s Office may be removed or excluded from the program.

Participation in the Orange County Sheriff’s Office Towing Program is voluntary.

Towing companies agree to comply with the policies within this manual in order to provide wrecker
services for the Orange County Sheriff’s Office. In addition to supplementing the contract between the
wrecker companies and the Sheriff’s Office, this manual will serve as a standard operating policy for
the program. Issues not addressed within this manual or by law will be handled on a case-by-case basis.

Towing and recovery tasks include the removal of motor vehicles abandoned, illegally parked, disabled,
damaged by collision or subject to impoundment for police investigation or forfeiture. The removal of
large and heavy objects such as boats, aircraft or other property may also occasionally be necessary.

The Quality Assurance Department is the unit within the Sheriff’s Office which will monitor and liaison
between Wrecker Companies, individuals whose vehicles are towed and members of the Orange
County Sheriff’s Office. They can be contacted at:
Quality Assurance
Accreditation Manager John Farrell
2500 W. Colonial Drive
Orlando, FL 32804
Email: John.Farrell@ocfl.net

The Criminal Investigation Department, Lieutenant over General Assignment, or their designee, are
responsible for the daily management of the Sheriff’s towing program. All billing, complaints or
inquiries concerning police towing operations, policies or personnel will be directed to this section.
They can be contacted at:
Criminal Investigation Department
Lieutenant over General Assignment
Administrative Assistant
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 2500 W. Colonial Drive
Orlando, FL 32804
Phone: (407) 254-7142

SECTION II: DEFINITIONS

For the purposes of this document, the following words have the meanings indicated below.

1. Licensing – All companies providing services in accordance with this agreement shall ensure
that their business, drivers and vehicles are properly licensed in accordance with local, state and
federal laws.

2. Dispatch System – System used by the Sheriff’s Office to facilitate electronic dispatching of
tow requests to tow companies.

3. Debris - Vehicle components, cargo, fluid, and absorbent materials resulting from a crash or
related towing operation for a towed item.

4. Evidence- Vehicles or items that are used to commit or facilitate crimes or which are believed
to prove the existence of a fact or the truth of a statement.

5. Fleet Tows - Tows or services provided for Orange County Sheriff’s Office owned, leased or
operated vehicles that require basic on scene service or towing to specified locations.

6. Forensic Tows - Those situations where the Contractor is requested to tow a vehicle or transport
other evidence either to a Sheriff’s facility or the Contractor’s facility for forensic processing
or safekeeping.

7. General Outside Storage - That area of measurable footage (space) that is 9 feet by 20 feet in
a fenced lot capable of housing a vehicle, and in which a person walking on foot may easily
walk unobstructed around the entire vehicle.

8. Innocent Owner - "Innocent Owner" shall be those tows where the owner or other person authorized to
possess the vehicle was not the perpetrator of a crime or civil infraction.

9. Hold Vehicles that may not be released from the Contractor’s custody without the prior
authorization of the Sheriff or his designee. Said notification can be made through the TMS
system. The Sheriff’s Office will determine how Holds will be placed and released on vehicles
or other items held by a Contractor, including the use of third party software.

10. Tow Management System – Third party System used by the Sheriff’s Office to track towed
vehicle/item’s information and to document its status; also sometimes referred to as (TMS).

11. Sheriff’s Office – The Orange County Sheriff’s Office (OCSO).

12. Storage Facility – A secure location used for the storage of towed vehicles or evidence at the
request of the Sheriff’s Office.

13. Tow - The removal, by a tow truck, wrecker or car carrier, of a vehicle, vessel or other evidence
from private or public property to a storage facility or other location pursuant to the terms of
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 this agreement. Included in this action are all support activities which enable the Contractor to
remove, transport, and store any vehicle or evidence including but not limited to servicing roll
overs, or submerged vehicles, winching, dropping (releasing) drive shafts, unlocking doors,
removing bumpers, airing up brakes, providing airbags and waiting time.

14. Towing Company - A person owning, operating, or conducting the business of towing
disabled, abandoned, recovered vehicles or other items described herein, at the request of the
Sheriff’s Office. Sometimes referred to as the “CONTRACTOR”

15. Tow Truck - A vehicle validly registered and insured with the State of Florida designed for the
towing and transportation of vehicles or other items.

16. Tow Truck Driver - Any properly licensed and insured person who drives a tow truck and
other equipment used in the towing of vehicles at the request of the Sheriff’s Office.

17. Towed Vehicle - A vehicle that has been damaged or rendered inoperable as a result of a
collision or accident; an abandoned/disabled vehicle that obstructs the free flow of traffic; a
recovered stolen vehicle; or a vehicle impounded by the police.

18. Towed Property - Items for which a wrecker is needed to remove and transport any item which
has evidentiary value or which creates a hazard if left in place.

19. Tow Management Company – A company contracted by the OCSO to provide assistance with
the management of the tow program and software to support electronic dispatching of tow
requests and impound vehicle management. The Tow Management Company will often be
designated to perform functions by the OCSO on behalf of the OCSO. Currently the Tow
Management Company is AutoReturn Technologies, Inc.

20. Vehicle - Includes but is not limited to every device that may transport persons or property,
including but not limited to automobiles, trucks, boats, vessels, trailers, motorcycles, motor
scooters, semi-tractors, semi-trailers, cargo trailers, tool boxes, heavy equipment, and/or other
items requiring to be towed.

21. Winching - The relocation or movement of a towed vehicle back onto the roadway that cannot
otherwise be accessed directly by a tow truck or as required to right an overturned vehicle. It
does not include the movement of a towed vehicle onto a tilt bed transport or minor (<15ft)
repositioning to provide better access.

22. Space Allotment - is the number of spaces per type of vehicle as follows:

a. One (1) space - motorcycles, passenger cars, trucks, and trailers up to one (1) ton.
b. Two (2) spaces - trucks and trailers from one (1) to two (2) tons.
c. Four (4) spaces - trucks and trailers over two (2) tons.

23. Specialized Inside Storage - That area of measurable footage (space) that is 12.5 feet by 15
feet inside a building capable of housing a vehicle or other evidence, and in which a person on
foot may easily walk unobstructed around the entire vehicle.

24. Storage - The time during which a vehicle or evidence is stored at the Contractor’s storage

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 facility.

25. Unclaimed Vehicle - Vehicles or vessels recovered, removed or stored by a person or business
regularly engaged in the business of transporting vehicles or vessels by wrecker, tow truck or
car carrier upon instruction of any law enforcement officer, which vehicles or vessels remain
unclaimed or for which charges remain unpaid. (s. 713.78, F.S.)

26. Zone/Area Wrecker Tows - Those companies assigned to a specific Zone/Area which provide
a full range of law enforcement related tows and storage. The terms Zone and Area as referenced
in the Tow Manual are synonymous and interchangeable.

27. Fleet Wrecker Tows – Those companies responding to tows for the Orange County Sheriff’s
Office which provide limited services, generally limited to towing vehicles owned or operated
by the Sheriff; or as part of a joint venture with a Zone Wrecker.

SECTION III: LICENSING REQUIREMENTS

1. Regulations - The towing company shall comply with all applicable federal, state, and local
laws, statutes, and regulations as well as the rules and procedures promulgated by the Florida
Department of Highway Safety and Motor Vehicles and the Sheriff’s Office in this manual.

2. Trucks - The towing company shall possess properly licensed tow trucks, Federal Motor
Carrier Safety (FMCSA) compliant, capable of performing normal towing operations and
equipped with all necessary towing gear and safety apparatus.

3. Marking - Each tow truck shall have permanently affixed on both sides of each vehicle, the
name of the company in numbers/letters at least 3” in height and the address and telephone
number of the company at least 1 inch high.

4. Changes - The towing company shall report, in writing or by email, any changes to the
information provided by them relating to licensing or ownership within three (3) regular
business days to both AR and the Sheriff’s Office.

5. Telephones - A towing company shall answer the telephone number listed in the TMS 24 hours
a day, seven (7) days a week.

6. Fax Machine - Each tow company must maintain a facsimile machine that will automatically
receive faxes. The towing company may also substitute an email address that is capable of
sending & receiving scanned PDF documents.

7. Meetings - Attendance at any meetings scheduled by the request of the Sheriff’s Office shall
be mandatory for the Contractor or his designee. Failure to attend will not excuse the towing
company from being aware of, or being held accountable for, any information or policies
presented.

8. Discrimination - In performing services hereunder, Contractor shall not discriminate against

any person based on race, color, religion, gender, sexual orientation, gender identity, ethnicity,
age, disability, handicap or national origin.

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SECTION IV: EQUIPMENT REQUIREMENTS

1. Administrative Needs to Operate TMS

a. Tow company will be expected to maintain, at its place of business, a computer
capable of running the TMS
1) Currently supported Microsoft Windows operating system version 10 or
higher
2) Apple OS X or later

b. The computer must have one of the following industry standard browsers installed:
1) Microsoft EDGE – latest released version
2) Mozilla Firefox - latest released version
3) Google Chrome latest released

c. Tow Companies are required to furnish and maintain their own computer and required
equipment at their own expense.

d. Access to the TMS will be provided to the Tow Company at no cost to the operator.
This access shall remain active only during the term of any Tow Agreement.

e. The TMS provider will provide training and assist with implementation of the required
technology. The Sheriff reserves the right to audit compliance with technology
requirements, and to make changes in the type of technology used to facilitate Sheriff’s
needs. Changes may be subject to negotiations for appropriate adjustments in the Tow
Agreements. The anticipated technology to be utilized is as follows :
i. The Tow Company’s employees (tow truck drivers and, in some cases,
dispatchers) will be required to receive, acknowledge, and maintain the current
status of tow requests using wireless, mobile, smartphones (Mobile Device).
Smartphone Devices and communications carriers must conform to the
specifications set forth by the TMS provider.
ii. Each Smartphone used to receive and perform services under the Tow
Agreement must be individually assigned to each tow truck operator and/or
driver. Each operator and /or driver must be registered to the phone in the mobile
app and identified by their first and last name as shown on their Florida issued
driver's license identification card. The use of nicknames, numbers, or identifiers
other than the tow truck operators and/or driver’s first and last name is strictly
prohibited and will not be accepted or allowed. The use of any other identifier
shall be considered a violation of the Tow Agreement. The use, possession, or
carrying of multiple devices used for OCSO tow dispatches is a violation of the
Tow Agreement and Manual. Drivers providing services under this agreement
shall remain connected to the app during work hours.
iii. The Tow Company's employees (dispatchers) will be provided access to TMS
for the purposes of viewing tow request information and, in some cases,
managing the assignment and status of the tow requests.
iv. The Tow Company’s employees (customer service and impound personnel ) will
be required to utilize the TMS as prescribed by the Sheriff to record activity for
other Services, including but not limited to the tracking of impounded vehicles,
fees paid for towing and storage, disposal sale prices, identification of the
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 purchaser or who the vehicle was released to.
v. The driver must maintain possession of their logged on device through the
duration of work shift. Handing off a device to another driver while logged on
is not permitted and shall constitute a violation and subject to administrative
action.
vi. Communications Methods and Equipment:
1. Tow companies shall maintain a telephone line to be used for
communication between itself, the Sheriff, or his designee.
2. Tow companies are required to furnish and maintain their own
Smartphone devices at their own expense.
3. Tow companies are required to maintain and provide the Sheriff, or his
designee with a working email.
4. Tow companies are required to use phone communication as a first step
in notifying the Sheriff or his designee of any issues arising from day-to-
day contractual obligations. Email is an acceptable means of
communication for other routine or follow-up matters with the Sheriff or
designee.

2. The Sheriff or his designee may use email in addition to or in place of standard mail delivery
for correspondence with Tow Company to include official notices, violation notifications, and
any disciplinary actions issued by the Sheriff. Tow companies will acknowledge receipt of
Sheriff’s Office emails within one (1) business day.

3. Each company shall have a fax machine which is available for use twenty-four (24) hours a day.

4. Notification - Towing companies operating under a contract with the Orange County Sheriff’s
Office, must provide a list of all equipment, including any specialized equipment, at the request
of the Sheriff. Dispatching of specialized equipment and resources will be based upon the
equipment needed and the proximity of the equipment to the incident scene. The Contractor
will maintain and provide a “Truck Detail Report” that lists all trucks used by a tow service
provider. This report shall contain the truck description and other relevant information related
to the truck such as the date of insurance expiration, last state inspections, last OCSO inspection,
etc.
5. Required Equipment – The following equipment must be in proper working condition and
carried or mounted on every tow truck. Towing vehicles may be equipped with any additional
equipment deemed necessary by the towing company provided it is in working condition and
its use or possession is not in violation of any law or regulation.
a. Throughout the term of this Agreement, the Contractor shall own, or lease, and have
immediate access to, a number of wreckers/tow trucks sufficient to provide the
services called for by this Agreement. The Contractor shall provide the minimum
number of wreckers as further described in ATTACHMENT B to this agreement.

b. The wreckers/ tow trucks shall be of a recognized commercial make and shall have a
wrecker winch (chassis) capacity and truck towing capacity suitable for the removal
and transportation of the various types of motor vehicles contemplated by this
Agreement without damage to said vehicles and without undue interference with the
flow of traffic.
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 c. Tow trucks shall carry, at a minimum, the equipment specified in ATTACHEMENT
D to this agreement.

6. Inspections

a. The Sheriff’s Office or their designee may conduct inspections of all tow trucks and
equipment as part of this agreement, including but not limited to, when new vehicles are
added to a company’s fleet, or in response to a complaint.

b. The Sheriff’s Office or their designee will attempt to give 24hrs notice of routine
inspections but may conduct equipment compliance checks at any time a tow truck is
requested for a tow. Trucks with inoperable or missing required equipment may be
dismissed from the tow call.

c. The tow company must facilitate a scheduled inspection unless notification is made in
advance to the Sheriff’s Office and the Sheriff agrees to the rescheduling.

d. In addition to components specific to towing vehicles and equipment listed above,

towing vehicles must remain compliant with applicable state and federal regulations.

SECTION V: TOW TRUCK DRIVERS

1. Minimum Requirements – all Tow Truck Drivers must:
a. Possess a valid driver’s license for the class of towing vehicle operated and be
medically qualified under state and federal law.
b. Be at least 18 years old.
c. Render prompt, courteous, competent, and economical service whenever summoned
by the Sheriff. Not have documented complaints of abusive or offensive language
when dealing with the public or police.
d. Use reasonable care to avoid endangering members of the public in performing
services hereunder.
e. Ensure all drivers responding to the Sheriff's calls are appropriately neat, clean, and
professional and wearing standard uniforms that contain the name of the company
and of the driver.
f. Ensure Contractor’s employees who are present during towing functions wear
exterior clothing that is made of high visibility reflective safety fabric in accordance
with ANSI standards in Class 3 orange or lime color.
g. Within the three (3) year period prior to the date of hire, has not been convicted or
entered a plea of guilty or nolo contendere to a felony or have a frequent history of
misdemeanor offenses.
h. Not be a frequent violator of motor vehicle laws defined as more than two moving
violations in the previous 12 months period.
i. All drivers performing services hereunder shall be employees of the Wrecker
Company. The Contractor will provide the Sheriff with updated and current lists of
all drivers providing services hereunder in a manner that is approved by the Sheriff.

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 j. Not have a history of drug or alcohol abuse.
k. Not be a registered sex offender.
l. The Sheriff maintains the right to conduct criminal background checks on all of
Contractor’s Officers, Owners, Managers, employees and drivers. The Sheriff shall
also have the right to conduct driving history checks on all persons who operate
motor vehicles in providing services under this agreement.
m. Contractor shall ensure that all driver’s information including name, date of birth,
driver’s license number, driver ID. is maintained by it and available for inspection.
The information will be provided to the Sheriff in whatever format the Sheriff
reasonably requests, including but not limited to the TMS system.

2. Driver Files

a. All towing companies will maintain a file for all employees engaged in towing
operations in conformance with the law and this agreement.
b. The towing company will:

1. Review their driver’s driving licenses on at least a yearly basis to ensure

that they are properly licensed and provide copies of each driver’s license
to OCSO upon request.
2. The tow truck driver for a towing company shall possess the required
medical documentation. Copies of all documentation will be retained in
the driver’s file.

c. Each tow truck driver employed by a towing company must notify the towing
company of any past criminal or motor vehicle law violations. The Sheriff’s Office
must be notified within 24 hours of any new violations and a violation list must be
retained in the driver’s file.
d. The tow company shall provide a list of all individuals providing services hereunder; along
with their dates of birth and driver’s license numbers to the Auto Theft Unit, Investigative
Analyst, Toni Taylor, (407) 254-7000 ext. 70568, toni.taylor@ocfl.net, or Investigative
Services Officer, Wanda Cuff, (407) 254-7000 ext. 70539, wanda.cuff@ocfl.net. The Sheriff
reserves the right to prohibit any of the above listed individuals from providing services
hereunder at the sole discretion of the Sheriff. The Contractor shall advise the Auto Theft Unit
(contact information hereinabove), within twenty-four (24) hours, of the name, date of birth and
driver’s license number of any person added to its staff.

3. Driving Record

a. A towing company must conduct an annual review of the driving record for all tow
truck drivers. Copies of driving records may be obtained from the Motor Vehicle
Administration and these annual copies must be kept in the driver’s file.

b. Each tow truck driver employed by a towing company must notify the towing
company of any past criminal or motor vehicle law violations. The Sheriff’s Office
must be notified within 24 hours of any new violations and a violation list must be
retained in the driver’s file. The format for listing violations must comply with
FMCSR (49 CFR Part 391.27).

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4. Inspection of File

a. The file containing all tow truck driver qualifications, violations and training
documentation must be available for inspection by the Sheriff’s Office or their
designee during periods when the Contractor’s business is open.

SECTION VI: OPERATIONS AND STORAGE

1. Hours of Operation

a. The Contractor’s storage facility must be open for the purpose of releasing vehicles
on any day that the Contractor who towed such vehicle or vessel is open for towing
purposes, from 8:00 a.m. to 6:00 p.m., and, when closed, shall have prominently
posted a sign indicating a telephone number where the operator of the site can be
reached at all times. Upon receipt of a telephoned request to open the site to redeem a
vehicle or vessel, the operator shall return to the site within one (1) hour.

b. All fees and hours of operation shall be prominently posted at the Contractor’s office
where it can be plainly seen by the public.

c. Zone Tow Operators shall be operational and available to respond to OCSO calls for
service 24 hours a day, (7) seven days a week, with sufficient qualified, licensed, and
trained personnel to respond to towing requests from the Sheriff’s Office with the
appropriate tow truck.

d. Fleet Tow Operators will be operational and available to respond to OCSO calls for
service for those periods of time and types of tows specified in ATTACHEMENT A.
Fleet Tow Operators shall not be required to have storage facilities in order to
bid on this contract for Fleet Tows.

e. When a vehicle or other property has been towed or removed pursuant to this
agreement, it must be released to its owner or custodian, during the days and hours
listed herein, within one (1) hour after requested. Any vehicle or vessel owner or agent
shall have the right to inspect the vehicle or vessel before accepting its return, and no
release or waiver of any kind which would release the Contractor or his employees or
agents from liability for damages noted by the owner or other legally authorized
person at the time of the redemption may be required from any vehicle or vessel owner,
custodian, or agent as a condition of release of the vehicle or vessel to its owner. There
shall be no charge to owner or custodian if Contractor must use a wrecker to move the
vehicle from the impound area to an area where the Owner or custodian can recover
the vehicle.

f. Storage fees incurred by either the OCSO or a citizen due to the failure of the Tow
Company to properly input the data required by TMS and this agreement, shall result
in forfeiture of the Contractor’s storage fees.

2. Zone Tow Areas

a. The Sheriff’s Office will divide the County into one or more geographically specific

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 tow areas to aid in maintaining a reasonable response time in accordance with this
Section.

b. If the Sheriff’s Office determines that the number of towing companies assigned to a
tow area is detrimental to public safety or the department’s efficiency, they may adjust
the number of companies in that tow area.

c. Zone Tow Companies will provide services outside of their designated area when the
Sheriff or his designee has determined that there are exigent circumstances that justify
the requested assistance. This may include situations where a vehicle is located
outside the jurisdictional limits of Orange County. Zone Tow Companies shall receive
mileage (as detailed in ATTACHMENT A) beginning from the point at which they
exit their Area or from the point at which they exit Orange County.

3. Zone Wreckers Storage Facilities

a. The Contractor shall maintain inside storage and outside storage facilities within Area ____
listed in ATTCHMENT E; their assigned tow area. The storage facility must be located
within Orange County and comply with all applicable building and zoning regulations and
shall provide proof of compliance as part of the sealed bid.

b. All General Outside Storage spaces must be completely fenced and locked, using chain-link
type fencing that is at least six (6) feet high and each post properly secured in a concrete
base or a solid wall enclosure.

c. The Contractor will illuminate the storage facility with lighting of sufficient intensity to
reveal persons and vehicles at a distance of at least 150 feet during nighttime.

d. The wrecker operator will use one or more of the following security methods to discourage
theft of vehicles, vessels or of any personal property contained in such vehicles or vessels
or other evidence stored in the wrecker operator’s storage facility:

i. A night dispatcher or watchman remains on duty at the storage facility from

sunset to sunrise;
ii. Security cameras or other similar surveillance devices monitor the storage
facility; or
iii. A security guard service examines the storage facility at least once each hour
from sunset to sunrise.
e. Visible signage from the public right of way will clearly indicate the name and phone
number of the towing service.

f. Outside storage, spaces shall be sufficiently large to allow a person to reasonably walk
around the vehicle in an unobstructed manner. If requested by an OCSO employee, a
vehicle will be moved by the Contractor, at no cost to the Sheriff, to permit access to the
vehicle.

g. All fences and locks shall be maintained in proper repair throughout the term of this
Agreement. Any damage to such enclosures shall be repaired within twenty-four (24)
hours to ensure proper protection for stored vehicles. Contractor will secure the facility by

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 other means until repairs are made.

h. The Sheriff reserves the right to inspect the Contractor’s facilities, tow vehicles, logs or
any other documentation required by or generated as a result of this agreement at any time
to ensure compliance with this agreement and state and local law. This right of inspection
shall continue throughout the term of the Agreement.

i. The Contractor shall maintain storage garage and outside storage facilities within Area
____ listed in ATTCHMENT E, located within Orange County that comply with all
applicable building and zoning regulations and shall provide proof of compliance as part
of the sealed bid.

j. The Contractor shall maintain a minimum of one hundred and fifty (150) General Outside
Storage spaces (consisting of at least 27,000 square feet) contiguous to his/her base of
operations.

k. The Contractor shall maintain a minimum of two (2) specialized inside storage spaces that
are each at least 12.5 feet by 15 feet for a combined space consisting of at least 400 square
feet of fully enclosed inside storage space, contiguous to the Contractor's base of
operations. These dust-free, dark isolation spaces are necessary for preserving evidence
that may be unusually susceptible to destruction or contamination. When utilizing an
inside storage space, the Contractor shall house a vehicle stored at the Sheriff’s request so
a person may reasonably walk the vehicle with its doors fully open in an unobstructed
manner. These spaces must be kept in clean condition and must meet the following
requirements:

1. No leaks of light.
2. A solid concrete floor.
3. A minimum height of ten (10) feet.
4. Four (4) electrical outlets.
5. An entranceway large enough to accommodate a small step van.
6. Adequate ventilation/exhaust fan for the extraction of chemical fumes.
7. Adequate area lighting.
8. Adequate running water.
9. Two (2) commercial grade drop lights with an extension cord retraction
device of at least fifty (50) feet of cord.
10. No animals (e.g., guard dogs).
11. Locked and secured at all times. The Contractor shall repair any damage
to the facility within twenty-four (24) hours to ensure proper protection
for stored vehicles.
12. Locks and/or other security measures, including but not limited to barred
windows or doors that are in good working order.

l. The Contractor shall provide access to a working box fan with adequate electrical outlet
availability to OCSO employees processing or inspecting vehicles within inside storage.

m. Contractor shall store any vehicle that is no older than five (5) model years, or is of vintage
quality, in a location contiguous to the Contractor’s base of operations.

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 n. The initial seventy-two (72) hours of storage shall not include any period of time during
which the vehicle or evidence is not located at or is removed from the Wrecker’s storage
facility for any purpose. The initial seventy-two (72) hours of storage will be adjusted by
the number of hours the vehicle or evidence is removed. The Contractor shall note in the
TMS the time the vehicle or evidence was clocked out and returned if applicable.

4. Fleet Wreckers

a. Fleet Wreckers shall be those companies designated to perform services in assigned areas
of the unincorporated county and as documented and described in ATTACHMENT E.
b. The Contractor shall not be required to maintain outside storage facilities.
c. Fleet Wreckers will provide pricing for tows they are capable of providing to the Sheriff.
This will include costs for Medium or Heavy tows if the responding Vendor can provide
such services. If the responding Vendor can only provide light duty tows, their response
shall so indicate.
d. The Fleet Tow Operator will specifically list the number and types of tow trucks available
for use in fulling the terms of this agreement.
e. If the Fleet Wrecker is approved to engage in a joint venture with a Zone Wrecker, the Fleet
Wrecker may tow vehicles to the Zone Wreckers Facility for storage. Any such agreement
shall require the Zone and Fleet wrecker to specify in their response to the RFP, the terms
and conditions where such actions would be permitted.

5. Fleet Tow Areas

a. Fleet Tow Areas will be set by the Sheriff’s Office based upon the location of the tow
company’s storage facility and the area bid upon by the tow company.

6. Dispatch Procedure

a. The OCSO will determine the dispatch methodology to be used. This could include
using a “closest-to” methodology, rotational methodology, some hybrid model in an
automated fashion and or manual methods in some situations (e.g. Heavy tows). The
methodology used could vary by area, tow type, equipment needed or other factors
determined by the OCSO.
b. Sheriff’s Office personnel will make reasonable attempts to relay all relevant
information regarding the tow request to the tow company via the TMS. Using the
information given, a towing company is expected to dispatch the appropriate
equipment.
c. Questions regarding a specific tow (e.g. location clarification) may be addressed
through the Tow Management Company for assistance.
d. Should the dispatched tow company fail to respond with appropriate personnel or
equipment when provided the necessary information, the company may be dismissed
from the scene and will not be reimbursed for the response.
e. Discretion will be afforded to the dispatched tow company if the situation involves
complex procedures or unknown situations. During the resolution of complex
situations, the dispatched tow company will be permitted to request additional
personnel and equipment after consulting with the on-scene deputy.
f. Additional fees may not be charged for specialized equipment unless the request is
made by the towed vehicle owner or authorized by a sergeant or acting sergeant on

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 the scene and specifically noted in TMS by the sergeant.
g. Occasionally, a tow request may be canceled by the Sheriff’s Office. The Sheriff’s
Office will only reimburse the towing company in accordance with the limitations in
SECTION VIII.
h. Deputies will initially identify a tow as Regular or Heavy. The tow company will
update data in TMS at the time of or subsequent to the tow to reflect the proper weight
category and fees as detailed above. to reflect proper weight class

7. Response Standard

a. The Sheriff may cancel a request for the Contractor’s services up to the time the
wrecker leaves the scene of the call. The Contractor agrees the mere response to a
service call without other action does not constitute a service for which charges are
applicable.
b. In responding to a call for service from the Sheriff, the Contractor shall make
reasonable efforts to arrive at the scene (i.e., location of the vehicle to be towed) within
thirty (30) minutes after receiving notification from the Sheriff’s communications
dispatcher or through TMS. If the Contractor fails to do so and fails to provide the
Sheriff with appropriate justification for the tardiness, this action shall be considered
a no-show. A late response may be justified depending on traffic congestion, roadway
obstruction, location of the call, the time of day; weather or other unforeseen
circumstances if the driver notifies the Sheriff’s communications dispatcher or the
sergeant for the deputy at the scene, of the reason for the delay. This must be
documented in the notes section of the TMS.
c. The Sheriff may impose penalties for no shows or tardiness responding to a call for
service as described in ATTACHMENT C.
d. The Contractor shall ensure and require that all drivers employed under this agreement
are aware of and comply with all traffic laws. The Contractor will advise its
employees that they are not permitted to exceed posted speed limits when responding
to a call for service. The Contractor assumes all liability, including but not limited to
any and all damages resulting from traffic crashes, traffic violations and motor vehicle
infraction fines.
e. Response time begins when the tow is electronically dispatched by the TMS or the
phone call is made. Response time ends when the tow truck is physically at the scene
of the tow.
f. The tow driver must be actively signed into the TMS during periods of time when
driver is available to receive and respond to requests for tows. Note: the App will
select the driver closest to the call when an OCSO employee makes a request though
the TMS. It is not acceptable to transfer that call to another driver who is further away
from the call or not signed into the App.
g. The tow truck driver will deliver the vehicle to its tow yard or to another location at
the request of the Sheriff. In the event that a Contractor is unable to respond to a tow
request within their Zone, the Sheriff or his designee may request the assistance of a
Tow Company operating in another Zone. This request will not be rejected without
just cause.
h. The tow truck driver will not transfer a call received through the TMS or log out of
the system in order to force the transfer of a call to another driver.

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8. On-Scene Procedures

a. A towing company operating in accordance with this agreement, may not attempt to
take a disabled, abandoned, or recovered vehicle in tow without being requested to do
so by the Sheriff’s Office or the towed vehicle owner.
b. Upon arrival at the scene of a tow request, the Tow Truck Driver is required to meet
with the on-scene deputy to coordinate the tow operation. A towing company may
not leave the scene until released by the on-scene deputy.
c. The towing company shall deliver the towed vehicle directly to the company’s storage
lot specified in the agreement unless directed to another location by the on-scene
deputy. The towed vehicle must be secured within the storage lot or other location
directed by the deputy. If the delivery location is other than the Contractor’s tow yard,
the driver will ensure that the location is noted in the TMS.
d. An on-scene deputy may authorize the movement of a towed vehicle to the roadway
shoulder to permit the towing company more time for loading and/or to address public
safety concerns. This is not considered an additional tow or winching and additional
fees may not be charged.
e. Towing companies are responsible for the removal of all towed vehicle debris from
the highway and the cleanup and removal of small quantities of towed vehicle fluids
normally encountered in a crash. Other property and debris not associated with the
towed vehicles, and hazardous materials may be handled by other entities. Towing
companies must advise an on-scene deputy when the task exceeds their capability.
f. At the request of the Sheriff, the Contractor shall cover the vehicle, or a portion of the
vehicle, with a plastic covering or tarp at no additional cost to the Sheriff.
g. Any fees in addition to the standard rates provided for in this agreement and its
attachments or exhibits shall be specifically listed and described in TMS.
h. No vehicle debris may be placed into the towed vehicle unless approved by the on-
scene deputy. Under no circumstances will any absorbent material be placed back into
any portion of the towed vehicle.
i. Tow Truck Drivers shall notify the deputy of any valuables observed in a towed
vehicle. The deputy will inventory these items using their Body Worn Camera.
Drivers shall take photos through the dispatch system’s smart phone / tablet
application of the four corners of the vehicle as well as any damage to the vehicle or
property located inside. Photos are required to document and justify all ancillary
fees.
j. The tow company may utilize a rollback with wheel lift for the removal of two towed
vehicles with one truck. This cannot result in an undue delay.
k. Winching, if necessary, must be noted in TMS by the on-scene deputy and shall be
documented by the driver with pictures uploaded to the TMS and a description in the
notes area.
l. The Contractor may use air bags only when other methods would damage the vehicle,
or when public safety demands removal by the most expeditious method and other
methods would be too time consuming in light of the existing traffic conditions. The
Contractor shall obtain approval from the on duty Watch Commander prior to the use
of air bags. The Driver will notate who gave permission in the TMS notes section and
provide photographic proof of the use of the air bags etc.
m. At the Sheriff’s request, the Contractor shall assign one tow truck and driver to an area
designated by the Sheriff for use in an emergency or disaster. Said person shall be
billed out at an hourly rate that the Contractor shall provide as part of the fee schedule

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 included herein. The Sheriff shall have sole discretion to determine what constitutes
an “emergency” or “disaster.”
n. The Tow Driver will note within TMS whether the vehicle or vessel keys are in the
driver’s possession, retained by the Deputy, possessed by the driver or not present. If
the keys remain with the towed vehicle the Tow Truck Driver will photograph them
and upload it to the TMS.
o. Once the vehicle has been hooked to the wrecker at the scene, and the Deputy has
authorized its removal, it is not acceptable to leave a vehicle hooked to a wrecker
while remaining stationary for more than ten (10) minutes.

9. Dropped Vehicles

If a Deputy Sheriff requests that a vehicle be towed in accordance with this contract, the
tow operator shall not drop the vehicle unless the Deputy authorizes the drop and
documents it in the TMS.

10. Storage Procedures

a. A towing company shall accommodate all requests by the Sheriff’s Office or its
designee to inspect or view any towed vehicle and the associated records in its
possession at any time. This assistance will include, but not be limited to, the
availability and use of a hydraulic lift or crank lift and also a wrecker for purposes of
moving a vehicle to be examined Contractor shall not be entitled to any additional
compensation for such assistance.
b. The Contractor shall not make any repairs or modifications to a vehicle towed
hereunder unless Sheriff consents in writing (to ensure preservation of property that
may have evidentiary value).
c. A towing company shall update the TMS system with the vehicle information within
thirty (30) minutes of arriving at the storage lot.
d. Contractor shall not require a waiver, hold harmless agreement, or other similar
release and/or indemnification from vehicle owner or agent as a condition of release.
e. The towing company storage lot must have the ability to take all required payments
and provide required invoices.
f. A towing company must reasonably verify ownership of the towed vehicle before
releasing it or personal property. An agent of the owner may redeem a towed vehicle
or remove property as long as the agent provides valid identification and provides
reasonable proof the towed vehicle or property is released with the consent of the
owner. A signed, notarized letter by the owner shall be prima facie proof of consent.
g. A vehicle’s owner can provide proof of identity by use of a driver’s license (including
an expired one) a passport or any other government issued photo identification. A
licensed driver must be present to drive the vehicle unless it is be towed from the
Contractor’s facility by the owner/designee.
h. Personal property shall be released, without charge, to the owner or the owner’s agent
upon request. Personal property does not include items permanently affixed to the
vehicle, intended to operate the vehicle, or items that are stolen or constitute
contraband. (Note: this does not apply to a vehicle with a hold. See Holds below)
i. Any property released to an owner or agent of the vehicle shall be documented through
an Access Pass (generated through the TMS) by the tow company. The Access Pass

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 shall be signed by the owner or agent accessing the vehicle and a copy of the signed
Pass and photograph of the property taken shall be uploaded into the TMS.
j. Upon demand by the owner, operator, or agent of the owner or operator of the towed
vehicle, the towing company shall provide the name, address, telephone and policy
number of the towing company’s insurance carrier.
k. No towed vehicle or other property stored by a tow company may be disposed of,
relocated or transferred from the storage site (except to the owner) unless authorized
by the Sheriff’s Office or disposed of in accordance with Florida law.
l. A towing company must use the TMS to record and track vehicle information for all
vehicles requested to be towed by the Sheriff’s Office. All tows shall be tracked in
the TMS.
m. Upon releasing a vehicle, the tow company shall provide a receipt generated by the
TMS to the owner, their agent or insurer.
n. Contractor shall be able to identify and locate an impounded vehicle in its possession
by using the license number, the VIN, or three (3) or more of the following identifiers:
vehicle make and model, vehicle color, date of tow, and location of tow.
o. Contractor will provide information and documentation as required by the Sheriff’s
Office and the TMS and understands and agrees that the type and manner of
documentation may change over time.

11. Vehicle Holds

a. Vehicles or evidence towed by a Contractor may have Holds placed on them by

members of the Orange County Sheriff’s Office for reasons including but not limited
to:
i. Forensic Holds
ii. Detective Holds
iii. Forfeiture Holds
iv. Holds for racing
v. Holds for improper or missing VIN
vi. Writ of Replevin (Writ of Execution)

b. If there is any doubt, about whether a hold has been placed on a vehicle, the Sheriff’s
Office must be contacted for clarification.
c. A towing company will not permit non-police access to the vehicle or allow the
removal of any items in the vehicle nor the release of any towed vehicle for which the
Sheriff’s Office has placed a “Hold”.
d. A vehicle will remain on hold until the Sheriff’s Office communicates that the hold
may be released. The Sheriff’s Office may release the hold through the TMS. In such
cases no other proof of release is needed.
e. Holds with automatic release dates, such as racing holds, do not require specific
Sheriff’s Office notice other than that found in the TMS system.
f. Vehicles that are identified and recovered as “stolen vehicles” after their delivery to a
Zone Tow Company, will be treated as having a Forensic Hold placed on them even
if they are not identified as such at the time of the tow. The location and status of the
vehicle will be reported in the TMS and the fees associated with Forensic Holds shall
apply.

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12. Release of Vehicles

a. Contractor is solely responsible for complying with all applicable laws concerning the
release, sale, or other disposition of vehicles, as well as laws concerning the operation
of Contractor's business as a whole.
b. The Wrecker Companies facility must be open for the purpose of redemption of
vehicles on any day that the person or firm towing such vehicle or vessel is open for
towing purposes, from 8:00 a.m. to 6:00 p.m., and, when closed, shall have
prominently posted a sign indicating a telephone number where the operator of the site
can be reached at all times. Upon receipt of a telephoned request to open the site to
redeem a vehicle or vessel, the operator shall return to the site within one (1) hour or
she or he will be in violation of this section.
c. Contractor shall comply with the Sheriff’s policies and procedures for the processing
and release of vehicles upon which holds are placed.
d. Any vehicle or vessel owner or person in control or custody has the right to inspect
the vehicle or vessel before accepting its return, and no release or waiver of any kind
which would release the person or firm towing the vehicle or vessel from liability for
damages noted by the owner or person in control or custody at the time of the
redemption may be required from any vehicle or vessel owner or person in control or
custody as a condition of release of the vehicle or vessel to its owner or person in
control or custody.

SECTION VII: UNCLAIMED VEHICLES & PROPERTY

1. Sale of Vehicles - The Contractor will provide the following information to the Office of
General Counsel for the Sheriff including a copy of the advertisement and documentation in the
IMS, after the auction, listing the total amount of all liens placed on the vehicle, the purchaser
and the amount the vehicle sold for whether at auction or for scrap. This information shall be
input and provided to the Office of General Counsel for the Sheriff via the TMS.
2. Certificate of Destruction - Contractor shall have a certificate of destruction in hand prior to
disposing of a vehicle for scrap. Failure to comply with this provision is cause for immediate
termination of the agreement.
3. Missing Vehicle Identification – Towed vehicles that are unidentifiable, have no Vehicle
Identification Number (VIN), indicate that an owner was NOT notified, or involve other
problems must be reported immediately to the Sheriff’s Office by placing the vehicle on an
administrative hold indicating the vehicle is missing information. The vehicle will remain on
administrative hold until the Sheriff’s Office has inspected the vehicle and determined a
disposition. These holds shall be treated as Forensic Holds for purposes of fees.
4. Accurate & Legible - The towing company shall submit paperwork as necessary that is legible,
complete and accurate. The Sheriff’s Office will not process any illegible, inaccurate, or
erroneous paperwork submitted by the towing company. Towing companies are responsible for
verifying that the correct vehicle identification number (VIN) is listed and all vehicle data is
complete and accurate in the impound system. The Tow Company will take a photo of the VIN
and upload it to the TMS system.
5. Boats - the towing company shall apply to the Department of Natural Resources for transfer of
title or disposal for boats or similar items. The Sheriff’s Office will reasonably assist the towing
company.
6. Other Property –

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 a. To the extent provided by law, the Contractor shall be liable for damage or loss to
vehicle accessories and personal property left in towed vehicles.

b. If there is no hold on the vehicle, the Contractor shall allow the registered or lawful
owner or custodian, or other authorized person to remove all personal property left in
the towed and/or stored vehicle, whether or not applicable fees have been paid.

c. The Contractor shall prepare a written inventory of the items removed and require the
owner/agent to sign the inventory and shall retain a signed hard copy. Contractor shall
record contact information of anyone accessing a vehicle and the reason for access.
Said information shall be placed in the IMS by the Contractor.

d. No fee shall be required prior to the removal of the personal property including but
not limited to fees relating to moving the vehicle or other items in order to permit
access to the vehicle. No accessories or auto parts may be removed.

SECTION VIII: INVOICES AND FEES

1. Invoice Requirements – All invoices must contain:
a. the towing company’s trade name,
b. the towing company’s individual invoice number,
c. the OCSO case number
d. the OCSO employee and EID #
e. the proper code for the type of tow,
f. an itemization of all fees
g. invoice identified as “Amended”
2. Payments– A vehicle owner or their authorized agent may pay towing and storage fees as
follows:
a. Visa or Mastercard;
b. Checks from National Brand Car Rental Companies;
c. Cashier Checks or Money Orders
d. Cash

No service fees will be added by the Contractor for payment by credit or debit card.
3. Storage fees - will not be charged for any storage time incurred due to the towing company’s
non-compliance with reporting requirements or failure to abide by policies contained in this
manual.

4. Innocent Owner - "Innocent Owner" shall be those tows where the owner or other person
authorized to possess the vehicle was not the perpetrator of a crime or civil infraction. This
shall include but not be limited to:
a. Recovered stolen vehicles where the owner / operator does not have sufficient insurance
to cover the cost of the tow, mileage and storage.
b. Vehicles seized for forensic testing (i.e.: sexual batteries, abductions, homicides, etc.)
when the owner/ operator was not the perpetrator;
c. Vehicles damaged by stop sticks when the owner / operator of the vehicle was not the
intended target;
d. Vehicles damaged in crashes caused by or resulting from the pursuit of a criminal or a
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 criminal flight from apprehension where the owner/ operator was not involved.

In no event shall an innocent owner have to pay more than $75.00 (regular tow), $125.00
(medium duty), or $175.00 (heavy duty tow) for out of pocket for towing, mileage and storage
fees incurred for the first three (3) days of storage. If a vehicle is not properly designated an
"Innocent Victim / Victim Tow" at the time it is towed, but it is subsequently so identified, the
Contractor shall reimburse the victim for any amounts paid in excess of the fixed fee listed
above. If the innocent owner/victim does not pick the vehicle up within 72 hours of any hold
being released, the owner / victim shall incur the daily storage rate permitted to be charged to
the Orange County Sheriff in ATTACHMENT A. This amount may be added to the standard
$75.00/$125.00/$175.00 fee.

5. Additional fees - winching, waiting time, etc., will only be reimbursed when authorized and
the officer authorizing it has notated the need in the TMS. Towing companies are required to
take photographs to support the need for additional charges and upload them into TMS.
6. OCSO Invoicing - The Contractor will submit invoices to the Sheriff’s Office for any approved
towing and storage fees. These fees must reconcile with those listed in the TMS.
7. OCSO Reimbursement - Towing fees will be paid by the Sheriff for tows provided in
accordance with the fee schedule attached as ATTACHMENT A.

8. Invoices - Contractor shall respond to any queries from the OCSO relating to fees or invoices
within five (5) business days of receipt of any such correspondence. Failure to reply timely shall
result in the waiver of the fee.

9. Sheriff’s Responsibilities - Under no circumstances will Sheriff be responsible in any manner

whatsoever for either the collection or payment of any charges for services rendered, including
towing and storage, unless the services were rendered in regard to agency owned vehicles and
specifically identified as the responsibility of the Sheriff in its agreements with Contractor.

10. Tow Management Fee Payment – Tow companies will remit the Administrative Fee as
defined in ATTACHMENT A for all released vehicles to the Tow Management Company on
a monthly basis.

11. Calculating Fees for Law Enforcement Tows (Non Fleet Tows)

a. Vehicles towed within a Tow Operator’s Zone shall not generate any fees for mileage.

b. Travel by a Contractor to tow a vehicle, located outside the boundary of Orange

County or located outside of the Tow Operator’s Zone, shall receive fees as provided
for in ATTACHMENT A for the type of tow listed in TMS. Mileage shall be
calculated (see ATTACHMENT A) beginning at the Orange County line for out od
county tows or from the boundary of the Zone for in County tows, and ending at the
location where the vehicle is to be dropped.

c. Vehicles towing a second vehicle or trailer shall be towed together if it is feasible to

do so and only one fee shall be charged for towing both the vehicle and the trailer. If
the tow company tows the two separately they shall provide a detailed explanation of

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 the reasons why in TMS.

d. The Contractor shall not assess two charges or any additional fees when a towed
vehicle is pulling another smaller vehicle not subject to registration (e.g., wood
chipper, utility trainer), provided the second vehicle may be safely towed in its normal
manner without disconnecting it. Any smaller vehicle not subject to registration shall
be entered as a separate entry into AutoReturn.

e. The daily rate for storing a vehicle in either outside or inside storage is based on a
twenty-four (24) hour day, each day starting at 12:01 a.m. The 24 hour period shall
begin once the vehicle has been delivered and unhooked from the wrecker at the
Contractor’s Storage facility. The initial six (6) hours of storage shall be without
charge, thereafter, the daily rate will apply and any fraction of a day will count as a
full day.

f. The Contractor shall not mail the lien notice until five (5) days have passed from the
time the vehicle was towed to the storage facility. An additional “Notification Fee” as
contained in ATTACHMENT A may be charged after that time, so long as the
Contractor has actually complied with the requirements of Section 713.78, F.S.
including execution and mailing of the lien notice and any other notices required to be
made in accordance with law. An additional fee may be charged, as described in
ATTACHMENT A, for each additional certified notice, above four (4) required by
law. The Contractor will include an explanation of the additional fee in TMS. NOTE:
NO additional fees may be imposed by the Contractor to cover any costs relating to
the lien notification including but not limited to, postage, mailing, employee time etc.

g. The rates for towing and storage under this agreement shall be those listed on
ATTACHMENT A, attached hereto and incorporated herein by reference. If the
Contractor assesses or collects any other fees, expenses, charges, or costs for services
provided hereunder (including but not limited to fees for administrative functions,
registration checks, lien letters, and tarps), not specifically provided for within this
agreement, the Sheriff shall have good cause to terminate this Agreement. Contractors
may not charge any fees (pull out or drop fees etc.) for towing a car out of their lot for
insurance companies or other wreckers.

h. Vehicles towed for processing or evidence that are taken to a location other than the
Contractor’s tow yard shall incur the fee listed in ATTACHMENT A for Forensic
Tows.

i. If the vehicle is subsequently towed from the initial location to the Contractor’s tow
yard, the same tow shall incur another fee as if it were a Forensic Tow. This same fee
shall apply if the vehicle is subsequently towed to the Contractor’s tow yard. The
Contractor SHALL NOT charge the vehicle’s owner or operator for any fees other
than additional storage if the vehicle is not picked up after the initial 72 hours.

j. The Sheriff’s Office will not pay any fees or costs associated with unclaimed or
abandoned towed vehicles.

k. The Sheriff may use a towing service outside of this contract when the vehicle to be

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 towed is under new vehicle warranty, and the dealer designates a towing service to be
used during said warranty. Fleet will coordinate the tow and will enter the vehicle
into TMS for tracking purposes.

13. Law Enforcement Holds

There may be multiple types of law enforcement holds placed on vehicles. These holds may
include Investigatory Holds, Detective Holds, Forfeiture Holds, Forensic Holds and Racing on
Roadway Holds for violation of section 316. 191.5(c). The number and type of holds may be
adjusted by the Sheriff based upon operational needs. Vehicles with law enforcement holds may
not be released by the tow company without proper authorization. The Sheriff will determine
who and how vehicle holds are to be released.

Holds shall be placed on a vehicle by the Deputy or Detective authorizing the tow. Vehicles
with Holds may only be towed to Zone Tow Company’s storage facility as described in this
agreement or to the Sheriff’s Operational Center located at 2500 W. Colonial Drive, Orlando,
FL, 32802. A Watch Commander’s approval is required to tow a vehicle with a hold to any
other location. Any such change in location shall be documented in the TMS by the Deputy or
Detective.

14. Detective Holds

A vehicle will remain on Detective hold for investigatory purposes until the Sheriff’s Office
communicates that the investigative hold may be released. The Sheriff’s Office may release
the hold through the Impound system or any other method approved by the Sheriff.

15. Forfeiture Holds

a. The Contractor shall tow and store all vehicles seized by the Sheriff for forfeiture at no
cost to the Sheriff. These vehicles shall have a forfeiture hold placed on them by the
Detective or Deputy seizing the vehicle and the vehicle is not to be released without the
written authorization of the Sheriff’s Office which may be done through the TMS. The
Sheriff shall designate the method and manner for releasing any vehicle seized hereunder,
which may be changed, in writing, at the discretion of the Sheriff. For purposes of this
contract, vehicles seized for Forfeiture shall be considered owned by the Sheriff. In
accordance with Florida Statutes 713.78 the Contractor shall provide appropriate notice
about forfeited vehicles to title owners and lien holders of record, at no cost to the Sheriff.

b. The Sheriff may negotiate a settlement with the owner or other appropriate claimant of a
vehicle that was seized for forfeiture. The Sheriff is free to set any and all settlement
terms, including waiver of the Contractor’s towing and storage fees.

c. No person except the Detective or Deputy who placed the forfeiture hold shall be
authorized entry into the vehicle.

d. If a vehicle is seized for forfeiture but the Sheriff decides to release the vehicle without
proceeding to forfeiture, the Contractor may charge the owner for towing and storage as
provided herein for vehicles of similar size and for the administrative fee listed herein
for notice required to be sent to the registered owner or others in accordance with section

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 713.78, F.S. unless the Sheriff alters or waives the fees in writing.

16. Forensic Tows

a. When the Sheriff requests that a vehicle or other evidence be towed for forensic
processing, the vehicle will have a Forensics’ Hold placed on it by a Deputy or Detective
until it is released by the Deputy or Detective assigned to the case or by Forensics’
personnel.

b. The Sheriff shall determine whether the vehicles or evidence will be delivered by the
Contractor to the Contractor’s facility or to a Sheriff’s facility for processing.

c. The Sheriff shall pay Contractor a fixed rate fee as provided in ATTACHMENT A, for
each such tow which shall cover the one way transportation of the item and which shall
include the initial three (3) days of storage at the Contractor’s facility and the use of an
inside storage facility if requested by the Sheriff. After the expiration of the three (3)
days, the Contractor may charge the Sheriff a storage fee as described in
ATTACHEMENT A until the Hold is released. The three (3) days will start from the
date the vehicle is delivered to Tow Contractor’s facility.

g. No additional fees shall be assessed against the Sheriff or against the vehicle’s owner or
custodian.

h. Owners recovering a vehicle from the Contractor’s storage facility as a result of the
vehicle being held for processing as described herein, shall only be responsible for the
storage fees listed for the vehicle’s weight class subsequent to the removal of the Hold
by the Sheriff and are not responsible for the any fees related to the initial tow or any
storage fees up to the date the Sheriff releases the hold. The Contractor shall make
reasonable efforts to contact the owner of the vehicle by phone, text and email during
regular business hours, as soon as the Contractor receives the release.

i. No person except the Detective or Deputy who placed the forensic hold or a Forensic
Specialist with the OCSO shall be authorized entry into the vehicle.

17. Missing VIN Holds

Any vehicle with a missing, incorrect or unidentifiable VIN must be reported immediately to
the Sheriff’s Office and a VIN hold shall be placed on the vehicle. The vehicle will remain on
VIN Hold until the Sheriff’s Office has inspected the vehicle and determined a disposition.
There are no fees associated with this Hold as the vehicle cannot lawfully be released by the
Tow Company. If the vehicle identification issue is resolved, the vehicle can be released to the
registered owner. The Sheriff or designee will determine what fees if any shall be charged and
who shall pay them.

18. Writ of Replevin (Writ of Execution)

A Writ of Execution is a court order requiring law enforcement to seize property (furniture,
cars, personal property etc.) for the payment of a debt. When a vehicle is seized, it is towed and
stored at a Sheriff’s Office contracted tow yard. The owner may satisfy the writ by paying the

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 debt. If that happens, the court orders the release of the vehicle and the Sheriff pays any towing,
storage or other fees from a deposit that is collected from the creditor at the time of seizure.

If the owner does not pay the debt, the vehicle is sold at a Sheriff’s Sale/auction after notice of
the sale is posted in a newspaper and the vehicle is held for twenty (20) days prior to being sold.
If the vehicle is auctioned, the Sheriff pays any towing, storage or other fees from the proceeds
of the sale.

In each case, the towing and storage fees are paid via check, by the Sheriff’s Office, after the
vehicle has been released by the court or sold at auction.

19. Racing on Roadway Holds

Any motor vehicle used in violation of subsection 316.191 (2), Florida Statutes may be
impounded for a period of thirty (30) business days if a Deputy Sheriff has arrested and taken
a person into custody pursuant to this subsection and the person being arrested is the registered
owner or co-owner of the motor vehicle. If the arresting deputy finds that the criteria of this
paragraph are met, the deputy may immediately impound the motor vehicle. The law
enforcement officer shall notify the Department of Highway Safety and Motor Vehicles of any
impoundment for violation of this subsection in accordance with procedures established by the
department. Paragraphs 316.191 (5)(a) and (b) Florida Statutes be applicable to such
impoundment.

All towing and storage fees associated with this type of Hold shall be the responsibility of the
registered owner.

12. Calculating Fees for Sheriff’s Vehicle Tows (Fleet Tows)

a. Fleet Tows will be dispatched to the Fleet Tow Company closest to the call. If a Fleet
Tow Company is not available, it will go to the Zone Tow Company closest to the call
regardless of Zone assignment.

b. If a vehicle owned, leased, rented, or operated, regardless of the class of vehicle, by the
Sheriff, needs to be towed for any reason, the tow company agrees to tow the vehicle,
for a flat fee as provided for in ATTACHEMENT A.

c. For tows within Orange County, the distance a vehicle is towed for purposes of this
Agreement shall not include mileage for the distance traveled by the Contractor to pick
up the vehicle within Orange County. The flat fee shall include the first ten (10) miles
beginning from the time the vehicle is hooked up and ending at the location where the
vehicle is to be delivered (loaded miles).The tow company shall tow the vehicle to the
Sheriff's Fleet Management facility located in Orlando, Florida, or any other location in
Orange County designated by the Sheriff. These tows shall be primarily conducted by
Fleet Tow Companies.

d. Travel by a Contractor to tow or provide service to an OCSO vehicle, located outside

the boundaries of Orange County shall include mileage (see ATTACHMENT A)
beginning at the Orange County line and ending at the location where the vehicle is to
be dropped. Service may include repair or replacement of tires at no additional cost. No

Orange County Sheriff’s Office Tow Manual (Rev:)

Page | 23
 tires may be plugged in lieu of changing the tire. The distance shall be determined using
the shortest route based on an industry standard mapping tools such as Google maps.

e. The Sheriff may use a towing service outside of this contract when the vehicle to be
towed is under new vehicle warranty, and the dealer designates a towing service to be
used during said warranty. Fleet will coordinate the tow and will enter the vehicle into
TMS for tracking purposes.

SECTION IX: COMPLAINTS

1. Investigation - The Sheriff’s Office or its designee is responsible for the investigation of any
criminal complaint filed against a towing company.

2. Owner / Driver Questions - Vehicle owners or drivers, who have questions or concerns about
the actions taken by a Tow Contractor may contact AutoReturn at ___________to seek
assistance. If the issue is unresolved, the owner/driver may contact the deputy or detective
authorizing the tow for assistance. At no time shall a tow company call the agency’s
communications section to make a complaint.

3. Notification – The OCSO or its designee will notify a towing company via e-mail and/or phone
call of any complaint. The disciplinary matrix in Attachment C provides an outline of various
violations and potential actions.

4. Charges - Investigations involving complaints that are violations of law may be charged on
criminal or civil citations as appropriate. This is in addition to, and separate from, any
administrative sanctions that may be imposed.

5. Removal - In accordance with the goals of this manual, the Sheriff’s Office reserves the right
to immediately terminate the contract of any towing company due to repeated or egregious
violations of the law or policies contained in this manual.

SECTION X: BUSINESS RECORDS

1. Maintenance - Towing companies will maintain records of all tow services furnished for the
Sheriff’s Office. The records must be maintained at the operator’s business location listed in
the RFP response and may be inspected without notice during normal business hours.

2. Copies - Towing companies shall permit the Sheriff’s Office to make copies of business records
at their place of business, or to remove business records for the purpose of reproduction. In the
event that records are removed for reproduction, a receipt will be issued for any original records
removed from the business.

3. Inspection - Records shall be maintained and available for inspection for a period of two years
plus the current term.

4. Information - Records of towed and stored vehicles will include a description of the vehicle
(year, make and model), vehicle identification number, location of call, itemized cost of towing
and storage, the Tow Truck Driver’s name and the truck used.(PHOTOGRAPH ANY

Orange County Sheriff’s Office Tow Manual (Rev:)

Page | 24
 PERSONAL PROPERTY and identify in TMS)

5. Disposition - Vehicle records will also note the disposition of the vehicle (i.e., released to owner,
released to insurance company, transfer of title conducted, etc).

6. Changes - The towing company shall report, in writing or by email, any changes to the
information contained in the RFP response within three (3) regular business days to both the
Tow Management Company and the Sheriff’s Office.

7. Compliance with Laws

a. The Tow Company shall procure all permits, licenses, certificates, and/or approvals of
plans or specifications as may be required by federal, state, and local laws, ordinances,
rules, and regulations for the proper execution and completion of services under this
Agreement.

b. The Tow Company shall provide, as part of his/her response to this agreement, a copy
of its valid, current wrecker/towing Orange County Occupational License. The Tow
Company shall provide the Sheriff with a copy of all Orange County Occupational
License renewals during the term of this Agreement.

c. The Tow Company shall comply with all applicable federal, state, and local laws,
specifically including Florida Statutes 715.05, 715.07, and 713.78; Orange County,
Florida ordinances; and ordinances from municipalities within Orange County, Florida.

SECTION XI: AMENDMENTS

The Sheriff’s Office reserves the right to make changes to policies and procedures contained in
this manual in the interest of public safety or to address situations not otherwise covered. These
changes will be made by hand delivery or certified mail to each licensed towing company at the
address listed on the RFP response.

Orange County Sheriff’s Office Tow Manual (Rev:)

Page | 25
ATTACHMENT A: FEE SCHEDULE

Zone Towing Rates

Regular
Includes tows requiring a Class A Tow Truck as described in Attachment B to this RFP)
Towing $ 145.00
Per Mile Rate (per full extra mile outside of Zone/Area or Orange County) $ 4.00
Time beyond initial 30 minutes at scene, per 15 minute block $ 15.00
Daily Storage Per Day $ 25.00
NOTE: If multiple vehicles are towed, the tow, mileage and time charges shall be apportioned equally
between all vehicles

Medium
Includes tows requiring a Class B Tow Truck as described in Attachment B to this RFP
Towing $ 270.00
Per Mile Rate (per full extra mile outside of Area or Orange County) $ 5.50
Time beyond initial 30 minutes at scene, per 15 minute block $ 50.00
Daily Storage Per Day $ 35.00
NOTE: If multiple vehicles are towed, the tow, mileage and time charges shall be apportioned equally
between all vehicles

Heavy
(Includes tows requiring a Class C or D Tow Truck as described in Attachment B to this RFP
Towing $ 450.00
Per Mile Rate (per full extra mile outside of Area or Orange County) $ 6.50
Time beyond initial 30 minutes at scene, per 15 minute block $ 75.00
Daily Storage Per Day $ 65.00
NOTE: If multiple vehicles are towed, the tow, mileage and time charges
shall be apportioned equally between all vehicles

Forensic Tows-Vehicle or other evidence towed for forensic $ 50.00

processing which has a “HOLD. Includes tow and initial three (3)
days of storage to be paid by Sheriff’s Office. The owner
shall not be charged for the tow or the first three days storage. After
three (3) days the owner may be charged the daily storage rate.
NOTE: the rates for Innocent Owners are detailed below.

Detective Tow/Hold – Vehicle or other Evidence towed $ 50.00

with a “HOLD” includes tow and initial three (3) days of storage
to be paid by Sheriff’s Office. The owner shall not be charged for
the tow or the first three days storage. After three (3) days the owner
may be charged the daily storage rate.
NOTE: the rates for Innocent Owners are detailed below.

Missing VIN Hold-

Seized from criminal defendant $ 145.00
OCSO investigative tow (Detective, Forensic) See rates above
Innocent Owners See rates below

Orange County Sheriff’s Office Tow Manual (Rev:)

Page | 26
Writ of Replevin (Writ of Execution)
Fees

Daily Storage for OCSO if held beyond three (3) days $ 15.00
Daily Storage for Innocent Owner for first two (2) days after Hold is released $ 0.00
Daily Storage for Innocent Owner after two (2) free days $ 15.00

Maximum Fee to Innocent Owner (regular tow) $ 75.00

Maximum Fee to Innocent Owner (medium duty tow) $ 125.00
Maximum Fee to Innocent Owner (heavy duty tow) $ 175.00

Fleet Towing Rates

Fleet tows shall be compensated at the rates set forth in the Contractor’s $ TBD
RFP response.

OCSO Vehicle Fleet Tows or Service Calls within Orange County $ TBD
(no mileage)

OCSO Vehicle Fleet Tows (Medium or Heavy) $ TBD

OCSO Vehicle Fleet Tows or Service Calls OUTSIDE Orange County $ TBD

Mileage OCSO Vehicle Fleet Tows / Service Calls outside Orange County $ TBD

Fleet Tows which are conducted by a Zone Wrecker due to the weight/size
of the vehicle, shall be paid a rate and mileage, if appropriate, as negotiated
between the parties. That rate will be recorded in a written format and
attached as an Addendum to the Contract.

Certified Lien Notice to Owner (Notification Fee) $ 45.00

(After 5 days; notification letters sent)
Fee is inclusive of Vendor’s employee time, third party verification costs,
mailing, including certified mailings, etc. If more than four (4) certified letters
are required by law, the Vendor may charge an additional $10.00 per certified
letter and shall produce proof of said requirement by uploading the information
to TMS

AutoReturn Fee (Administrative Fee) – $ 25.00

The Tow Provider shall collect a Tow Management System
(TMS) fee in the amount of twenty-five (25.00) dollars for each Tow provided
for herein, unless otherwise exempted. AutoReturn shall submit to the
Tow Provider a monthly accounting of all tow services representing the amounts
due to AutoReturn for completed tows.

For extenuating circumstances, such as a roll over, attaching dollies, submerged vehicles, boat removal,
etc., an additional rate for stand-by time may be assessed after the first half hour as detailed above.

Orange County Sheriff’s Office Tow Manual (Rev:)

Page | 27
ATTACHEMENT B: Wrecker Vehicles

Class A Ratings

Minimum Gross Weight ............................ 14,500lbs

Minimum Boom Capacity.......................... 16,000lbs
Minimum Winching capacity..................... 8,000lbs
Minimum Cable size .................................. 3/8th x 100'
Minimum wheel lift retracted rating……... 5,000lbs
Minimum wheel lift extended rating…….. 4,000lbs
Minimum tow sling safe lift....................... 3,500lbs
Minimum safety chains (2 each)………… 5/16th grade 70
Minimum cab to axle dimension………… 60"

Car Carrier Class A

Minimum gross weight .............................. 15,000lbs

Minimum Deck capacity............................. 10,000lbs
Minimum Length....................................... 19'
Minimum Winching capacity.................... 8,000lbs
Minimum Cable size and length………… 3/8th x 56'
Minimum tie down chains(4 each)……… 5/16 grade 80
Tie down straps (4 each)........................... 2,000lbs each wheel
Minimum cab to axle dimension............... 120"

Class B Ratings

Minimum Gross weight ............................. 19,000lbs

Minimum boom capacity .......................... 24,000lbs
Minimum winching capacity...................... dual 12,000lbs
Minimum cable size and length................. 7/16"x150'
Minimum wheel lift retracted rating.......... 10,500lbs
Minimum wheel lift extended rating.......... 6,500lbs
Minimum tow sling safe limit ................... 3,500lbs
Minimum safety chains (2 each)................ 3/8" grade 80
Minimum cab to axle dimension............... 96"
Required state DOT registration

Car Carrier Class B Ratings

Minimum gross weight .............................. 22,500lbs

Minimum deck capacity ............................ 10,000lbs
Minimum wheel lift capacity for 2nd car.. 4,000lbs
Minimum Bed length................................. 19'
Minimum winching capacity....................... 8,000lbs
Minimum cable size and length ................ 3/8"x50'
Minimum tie down chains(4 each).............. 5/16" grade 80
Tie down straps (4 each) ............................ 2,000 lbs each wheel

Orange County Sheriff’s Office Tow Manual (Rev:)

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Minimum cab to axle dimension................. 120'
State required DOT registration

Class C Tow Truck

Minimum gross weight ................................ 33,000lbs

Air brakes, all tires H rated
Minimum boom capacity................................ 50,000lbs
Minimum winching capacity........................... 50,000lbs
Minimum cable size and length...................... 5/8"x 150'
Minimum wheel lift retracted rating............... 4,0000lbs
Minimum wheel lift extended rating ............... 12,000lbs
Minimum tow bar............................................. 10,000lbs
Minimum safety chains (2 each) ...................... 1/2" grade 80
Minimum cab to axle dimension...................... 156"
Required State DOT registration

Class D tow truck

Minimum gross weight .................................. 58,000lbs

Air brakes, all tires H rated
Minimum boom capacity............................... 100,000lbs
Minimum winching capacity .......................... 100,000lbs
Minimum cable size and length...................... 3/4" x 250'
Minimum wheel lift retracted rating............... 40,000lbs
Minimum wheel lift extended rating.............. 15,000lbs
Minimum heavy duty tow bar......................... 10,000lbs
Minimum safety chains (2 each)..................... 1/2" grade 80
Minimum cab to axle dimension.................... 180"
Required State DOT registration

Required to have 5 Light Duty trucks including at least one carrier and one 4 wheel drive; 1
medium duty truck following the Class B specs and 1 each of class C and D following the above
specs for each category and one flatbed (Landoll type) 19,501 lbs. GVW to 50,000lbs GVWR,
flatbed trailer including tractor which can be subcontracted to another authorized contractor on
behalf of the Sheriff.

Orange County Sheriff’s Office Tow Manual (Rev:)

Page | 29
ATTACHMENT C: Performance Matrix

The standard disciplinary progression is outlined below and may be applied to individual drivers or a
tow company as a whole. The consequences of failure to meet service level standards will be
assessed based on the type, severity and/or number of violations.

Verbal Warning; these warnings will typically follow a failure to follow program policy and/or
guidelines and related to non-safety and/or non-legal issues. The Service Manager may keep such
informal indiscretions in a file for tracking purposes.

Written Warning: for serious, multiple or repeated offenses, pertaining to failure to follow program
policy and guidelines, a written warning may be issued. Safety and equipment violations may
warrant a written warning.

Suspension: Driver and company suspensions may be issued for serious single violations, repeated
offenses, multiple and/or major safety violations, citations, personal conduct and certain legal issues.

Termination: driver and company termination may be the consequences for major safety violations,
certain legal issues as well as for violations with prior written warnings. Drivers or companies who
have multiple written warnings and/or suspensions may be subject to termination.

Area Offense Proposed Penalty Under Licensed

Service Provider Agreement

Performance Failure of Towing provider to accept Potential suspension and/or termination of

and/or achieve an on-time tow request Agreement for excessive instances of this
response percentage of 90% during a violation.
calendar month period.

Performance Failure of Towing provider to provide Potential suspension and/or termination of

tow trucks with required equipment at Agreement for excessive instances of this
site of tow. violation.

Performance Behavior of Towing provider (during Potential suspension and/or termination of

either Dispatch Tows or any other Agreement for excessive instances of this
towing call) that harms the Contractor’s violation.
or Sheriff’s reputation.

Performance Failure of Towing provider to Potential suspension and/or termination of

immediately deliver a Dispatch Tow Agreement for excessive instances of this
vehicle directly to an impound lot or the violation.
specified destination.

Performance The violation of any local state or federal Immediate termination of the agreement
law or the use of an un-licensed tow truck between the Sheriff and the Wrecker
for a Sheriff’s Office requested tow. Company

Orange County Sheriff’s Office Tow Manual (Rev:)

Page | 30
Equipment Failure of Towing provider to maintain Immediate suspension from participation
equipment and facilities as defined in until corrected and/or termination of
this Agreement. Agreement if not remedied within the
relevant time frame.

Performance Failure to comply with all applicable Potential suspension and/or termination of
Potential suspension and/or termination Agreement for excessive instances of this
of Federal, state and laws, statues and violation.
Agreement for excessive instances of
this violation Regulations as well as the
rules and Procedures promulgated by the
FL Department of Highway Safety and
the OCSO.

Equipment Failure to maintain properly licensed Removal of truck(s) until vehicle is in

and registered trucks in compliance compliance
with FMCSA
Performance Failure to remain operational 24/7/365 Potential suspension and/or termination of
Agreement for excessive instances of this
violation.
Performance Failure to accept at least two (2) Potential suspension and/or termination of
nationally recognized credit cards Agreement for excessive instances of this
(VISA, MasterCard or American violation.
Express)

Performance Failure to maintain required insurance as Immediate suspension until company is in

outlined in this manual. compliance and termination of agreement if
not in compliance within 30 days or multiple
violations.

Drivers Failure of driver to be in compliance Immediate removal of driver until they are in
with Section V of this Manual compliance and permanent removal for
serious violations.
Performance Failure to comply with storage hours of Potential suspension and/or termination of
operation. agreement for excessive instances of this
violation.
Facilities Failure to maintain storage facilities as Immediate suspension until violations have
outlined in this manual. been corrected. Potential suspension and/or
termination of Agreement
Performance Soliciting a crashed, disabled, Potential suspension and/or termination of
abandoned or recovered Vehicle without Agreement for excessive instances of this
authorization of the OCSO, the vehicle violation.
driver or the Registered owner.

Performance Failure to clear debris from the roadway. Potential suspension and/or termination of
Agreement for excessive instances of this
violation.
Performance Failure to take required photos Potential suspension and/or termination of
Agreement for excessive instances of this
violation.

Orange County Sheriff’s Office Tow Manual (Rev:)

Page | 31
 Charging additional fees that are not Potential suspension and/or termination of
Performance permitted by the agreement Agreement for excessive instances of this
violation and a fine equaling treble damages to
be paid to Sheriff

Performance Failure of tow company to respond. Fine of $50.00 for the first (3) three no
Shows. Subsequent fines shall be $100.00 per
no show.

Performance Excessive number of no-shows Termination

as determined by the Sheriff.

Orange County Sheriff’s Office Tow Manual (Rev:)

Page | 32
ATTACHMENT D: WRECKER EQUIPMENT

High visibility rotating beacon, strobe lights, and/or LED lights of amber color as described in Chapter
316, F.S.

A minimum of five (5), thirty (30) minute flares for protection of scenes.

One pair of bolt cutters with a minimum opening of one-half inch.

One set of jumper cables.

One (1) push broom, one (1) shovel, and one (1) bucket to remove debris from an accident scene.

A minimum of fifty (50) pounds of absorbent or other material suitable for towed vehicle fluids
commonly found at crash sites.

Three (3) reflective (non-flame producing) traffic warning devices/triangles.

One operative flashlight.

Each Tow Truck Driver will have a working smart phone or tablet with access the TMS system on their
person at all times while providing services in accordance with this agreement.

A minimum of one (1), five (5) pound fire extinguisher mounted, properly charged and with a current
inspection tag attached

One (1) crow/pry bar at least thirty (30) inches in length

Orange County Sheriff’s Office Tow Manual (Rev:)

Page | 33
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M
202 206

ROUSE ROAD

AS
N GOLDENROD ROAD

AN
N DEAN ROAD

RO
NE
N SEMORAN BOULEVARD

AD

N FORT CHRISTMAS ROAD

RR
CORRINE DRIVE

OA
N MILLS AVENUE

EC

WOODBURY ROAD

D
OLO
215 214 212 211 207 N IA
LD
R IV
E COLONIAL DRIVE E
217
STATE ROAD 408
216
E SOUTH STREET LAKE UNDERHILL ROAD

S AL
S DEAN

AFA
YA T
EL PRADO
209

ROAD

RAIL
S CHICKASAW TRAIL

WAY
210 PARK

TA
CURRY FORD ROAD MAXIM

YL
208

OR
213

(AREA 3)

CR
EE
KR
DALLAS BOULEVARD

OA
219 218
STAT

D
INNOVATION WAY
E RO
AD 41
7
NA
RC
OO

STATE ROAD 528

SS

E STATE ROAD 528

E ER
OA
EVARD

D
UL
HEINTZELMAN BO

701
M
O
SS

702
PA
RK

ST
RO

AT
ER
AD

OA
D5
20

AD
RO
VA
NO