Merciful Towing is on a mission to change the expectations of the towing industry. Our story begins when our owner Mathew Riddle imagined a towing company that truly put the customer first in service, safety, and care.
How It Started
Mathew grew up in a semi as his family was in the logging industry. Even as a child, he imagined working in the towing industry one day. After exiting the army in 1997, Mathew began working in law enforcement as a first responder. Seeing the towing industry firsthand, he was disappointed by the lack of professionalism, attention to safety, cleanliness, and compassion from towing companies when caring for motorists.
Along with several of his fellow law enforcement officers, Mathew opened Riddle’s 24-Hour Towing. Although he had to divide his time between his work in law enforcement and towing, he was excited to put the customer first.. After experiencing the tragic loss of his four-year-old son to cancer in 2011, Mathew’s desire to give compassion to others deepened through experiencing that painful loss.
By 2017, Mathew decided to fully invest his efforts into towing and left his position in law enforcement. In addition to Riddle’s 24-Hour Towing, he created Merciful Towing in 2018 to handle heavy duty jobs. The name Merciful Towing was inspired by his son Dylan and the type of compassion he envisioned for the company. Since then, Merciful Towing has added more team members and equipment to fulfill our vision. We purchased a large property and opened our new location in 2021.
How We Are Changing The Industry
While in law enforcement, Mathew saw the recklessness of the towing companies in many ways. From single-chain towing to cigarette smoke-filled trucks, towing companies were not displaying professionalism and compassion. We recognize that we are coming alongside people on their worst days.
From our dispatchers to our operators, our team takes our role in supporting people seriously. We are focused on making the experience as positive as possible. Our drivers are courteous, compassionate, licensed, trained, and prepared. They are outfitted in professional and visible uniforms to reassure the customers and keep them safe on the roadside. Our team uses the four-point tie-down system regardless of the vehicle’s condition to ensure a safe tow.
In addition to using the best safety measures, we are communicative throughout the entire experience, from the moment the customer calls until after the tow is complete. The customer is updated on the arrival of their tow truck, even if we hit traffic along the way. If they already have a mechanic, we can tow the vehicle there, but we partner with mechanics upholding our same principles if they need a recommendation. The entire towing experience is centered around making the customer comfortable and safe. Our trucks are kept meticulously clean, and they are always smoke-free.
Getting a job at Merciful Towing is about as difficult as getting into law enforcement. We put our team through extensive background checks as well as substance testing. Safety is our first concern, so we will never hire anyone we do not feel comfortable entrusting to our own family’s towing needs. We look for more than just someone capable of towing, we are looking for the right character. Every employee at Merciful Towing shares the same passion for safety, empathy, and professionalism. Our leadership is committed to the happiness and success of our team. In addition to good compensation, they are supported in a positive work environment and encouraged to grow within their careers. We have the best equipment so that our team can do their best. Generally, our equipment is not more than two to four years old.
Merciful Towing is committed to changing the industry through compassion and professionalism. Whether you need a tow for a small vehicle or a big rig, our team has the experience and training to help. We are ready 24/7 to help on your worst day!