Inside a AAA Roadside Assistance Call

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. The average response time is about 50 minutes. 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.