For members who request AAA Roadside Assistance, it may seem like all it takes is a phone call or the click of a button, but responding quickly and efficiently involves numerous steps. Checks and rechecks in the system ensure that the right vehicle with the right equipment gets to you as soon as possible.
We took a ride in a tow truck with a AAA roadside technician to find out what it’s like to respond to a service call.
Request AAA Roadside Assistance
We are available 24/7.
Call: (800) 222-4357 | Request online: AAA.com/GetMoving | AAA Auto Club App
What you will need:
- Your 16-digit AAA membership number.
- The location of the disabled vehicle.
- The type of service needed.
- A description of the disabled vehicle.
- A phone number where you can be contacted.
Getting on the Road
AAA Northeast operates 13 fleet centers across five states, with 600 roadside technicians and 400 vehicles. AAA also relies on a network of independent service providers. They assist members with a variety of vehicle services, including:
- Breakdown.
- Fuel delivery.
- Flat tire
- Dead battery.
- EV charge.
- Keys locked in car or child/animal locked in car.
- Bicycle breakdown.
After a request is received by a dispatcher, the driver’s information is submitted to AAA’s auto-assign system, which taps a driver. If the system does not automatically assign a driver, then a dispatch supervisor will intervene. Dispatch managers remain in contact with the truck drivers throughout the call.
Callers who use the AAA app submit information about their situation themselves and after a truck is assigned can manage all the communications.
A Life of Service
One of those tow truck operators is Richard Sheffield, who is based in Garden City, N.Y. He patrols the roads on Long Island and into New York City Sunday through Wednesday, never knowing where he will be going or what exactly he will find. On a dreary Wednesday, he was headed to Queens to tow a car that would not start. Country music keeps him company as he drives.
Wednesdays are usually slow for whatever reason, Sheffield noted, adding that he responds to a lot of calls on Sundays and Mondays. Weather always is a factor. “Everyone breaks down when it rains,” he said.
Among the challenges Sheffield faces, besides maneuvering a heavy truck in tight spaces, is knowing which roads he can use. Commercial vehicles are banned from parkways and some tunnels in New York, which can make for some creative detours. Because he is a Florida native and not familiar with all the metro-New York roads, he sometimes must verify with other drivers which roads are for commercial use.
Sheffield started working for AAA in Florida, not long after retiring as a police officer, before moving to New York six years ago. “AAA taught me everything about tow trucks,” he said. “I love working for AAA. I get to see another side of people from when I was a cop. Most members are nice, and I enjoy talking with them.”
Ready to Respond
After arriving at the Queens address, Sheffield pulled over and called the member. Rey Vandross, the caller, said the car started the day before, and he had no trouble driving it. Vandross tried to start the car, with no success. Then Sheffield tried but it did not turn over. Sheffield checked the alternator and asked a few questions: Did the car run all right the day before?
Sheffield decided to jump the battery, at which point the car started and continued to run, so he checked the battery strength. He told Vandross the battery was extremely low and advised him to keep the car running and get to a mechanic to buy a new battery.
“Whenever possible, I like to get the car started and running so I can go on to someone who really needs help,” Sheffield explained. He added that he always waits for the member to drive off, to ensure the car continues running.
Need to have your battery checked or replaced before it’s too late? Learn about AAA Battery Service.
A AAA member for about five years, Vandross said that he has called for help before and is happy with the service. “I like how they come to the rescue and get the job done right,” he said.
Have you ever had to call a AAA Road Assistance? What was your experience like? Tell us in the comments below.
Related Articles
Trending Articles
NEWEST ARTICLES
7 Thoughts on “Inside a AAA Roadside Assistance Call”
Leave A Comment
Comments are subject to moderation and may or may not be published at the editor’s discretion. Only comments that are relevant to the article and add value to the Your AAA community will be considered. Comments may be edited for clarity and length.
I have been an AAA member for a number of years.Usually when I call I am able to speak to a live agent explain the issue and a truck is dispatched immediately. Sometimes however it has taken over 2 hours for the truck to arrive and this is usually just for a jump. I agree with the comment above that there should be a AAA Emergency button on the AAA APP that you just need to push and maybe enter your card number.
I think it should be made easy to call for assistance. The elderly have a hard time using the internet and cell phones.
This article made AAA roadside assistance sound wonderful. This, however, was not my experience. On July 5th at about 11PM. I had a tire blowout on RTE 25A near Huntington, LI. I called AAA and was told someone would get back to me within an hour. About an hour later I received a text requesting me to submit all the info I had already given. I then I later received another text saying that volume was heavy and help would be delayed. It was very frightening, two elderly women alone at night.
Fortunately, a good Samaritan helped us. After we were on the road again, 2 hours later I finally received a call asking if I still needed help. They were still nowhere near sending anyone.
Did not realize you could make only 4 calls (a subscription cycle?)
I had an occasion to contact AAA when I was driving on I-95 in CT and my right rear tire went flat and flew off the wheel. Fortunately no one was injured and I was able to pull off to the shoulder. this was the first time I called AAA and I was so grateful I had my cell phone with me to make the call. The representative walked me thru all the info they needed and then put in a request to have a repair truck sent out to assist me. What started out scary turned out to be a great experience. The AAA repair truck mechanic was kind, experienced and had the new tire on in a very short period of time. Thank you AAA !!!
I have paid for, been a member of, and have carried a card for over 10 years. I get the AAA Plus card so if I ever need to be towed a long distance, there will be no extra charge.. Unfortunately, I got locked out of my car at a rest area on the Parkway in New Jersey and AAA is unable to help there.
One of the other times, my car ran out of gas I was on the side of a very busy road and I was told someone would be there within 25 minutes, 30 minutes later I called again, and then was told someone should be there within 20 minutes, another 30 minutes I called to insist on speaking with a supervisor and that was not happening! Finally, someone did show up ONE HOUR and FIFTY MINUTES after the initial call!
One other time I had the experience of driving over a deep pothole and BOTH of my right tires blew out, I called AAA immediately and they were there in 35 minutes which from others I’ve spoken with is record time for AAA in North Jersey.
The end result has always been wonderful because my car was either started or towed to where I wanted to go or gas was put in my tank.
I’ve had five times in all of the years of having AAA Plus and I must say AAA does eventually show up and that is reassuring in its own way unless it’s freezing cold, or on a very busy street.
We have been AAA members for well over 20 years. Overall we are VERY happy with the service and the techs we’ve been helped by. I just wish AAA would make it easier to get to a “live” person when calling for roadside assistance. Lately it seems you have to go through a gauntlet of automated stuff to get to one which I feel is frustrating and unnecessary.