What to Tell Roadside Assistance When Your Car Breaks Down

Your car breaks down.

You call roadside assistance.

And the first question is usually:

“Where are you?”

Then:

“What happened?”

Those questions may sound simple.

But during a stressful roadside emergency, drivers often give incomplete information.

They may say:

“I'm on the highway.”

or:

“My car won't start.”

That may not be enough.

A better roadside-assistance call gives the provider the information they need to:

FIND YOU.

UNDERSTAND THE PROBLEM.

BRING THE RIGHT EQUIPMENT.

PREPARE FOR THE LOCATION.

and:

RESPOND MORE SAFELY.

Start With Your Exact Location

The most important information is:

WHERE YOU ARE.

Don't assume the dispatcher can automatically see your exact location.

Give them:

ROAD.

DIRECTION OF TRAVEL.

MILE MARKER OR EXIT.

SHOULDER OR LANE POSITION.

and:

NEARBY LANDMARKS.

Give the Road or Highway Name

For example:

I-40

I-26

US-74

Main Street

or:

A specific local road.

Be as precise as possible.

Give Your Direction of Travel

On divided highways:

This matters.

Say:

WESTBOUND

EASTBOUND

NORTHBOUND

or:

SOUTHBOUND.

A tow truck may need to travel several miles to reach the correct side of the highway.

Give the Nearest Mile Marker or Exit

If you can see one safely:

Tell them.

For example:

“I'm on I-40 West near mile marker 52.”

or:

“I'm about one mile before Exit 53.”

Don't walk down the road trying to find a sign.

Use only information you can obtain:

SAFELY.

Tell Them Which Side of the Road You're On

Say:

RIGHT SHOULDER

LEFT SHOULDER

MEDIAN SIDE

PARKING LOT

or:

ACTIVE LANE.

This helps the provider know:

WHERE TO LOOK.

Share Your Phone Location When Available

A map pin or live location can help.

But don't rely on GPS alone.

Also say:

ROAD + DIRECTION + SHOULDER.

That helps avoid confusion on divided highways.

Describe Your Vehicle Clearly

Tell roadside assistance:

• Year

• Make

• Model

• Color

• License plate when requested

For example:

“2018 black Toyota Camry.”

This helps the provider identify:

YOUR VEHICLE QUICKLY.

Tell Them What Happened

Don't just say:

“The car broke down.”

Describe the symptoms.

For example:

“The engine overheated.”

“The oil-pressure light came on.”

“The battery is dead.”

“The tire blew out.”

“The steering suddenly became hard to turn.”

“The engine stalled and won't restart.”

“There is smoke from the engine compartment.”

The more accurate the description:

The better prepared the responder can be.

Describe What Happened Before the Vehicle Stopped

This can be helpful.

Tell them if you noticed:

• Warning lights

• Strange noises

• Loss of power

• Smoke

• Vibration

• Fluid leak

• Tire failure

• Steering change

• Brake problem

For example:

“The battery light came on, then the lights started dimming, and the engine shut off.”

That's much more useful than:

“It died.”

Tell Them Whether the Vehicle Can Move

Say whether the vehicle:

CAN ROLL.

CAN STEER.

CAN SHIFT INTO NEUTRAL.

or:

IS COMPLETELY IMMOBILE.

This can affect towing equipment.

Tell Them If the Vehicle Is Blocking Traffic

This is critical.

Say clearly:

“I'm fully on the shoulder.”

or:

“I'm partially blocking the right lane.”

or:

“The vehicle is disabled in an active lane.”

If you're blocking active traffic and the situation is dangerous:

Call emergency services as appropriate.

Tell Them About the Shoulder or Roadside Conditions

Mention if:

• Shoulder is narrow

• Road is curved

• Vehicle is on a bridge

• Vehicle is near a hill crest

• Visibility is poor

• Traffic is heavy

• Vehicle is in a ditch

• Ground is soft or muddy

• Snow or ice is present

This helps the driver prepare for:

THE ENVIRONMENT.

Tell Them About Immediate Hazards

This is extremely important.

Mention:

FUEL LEAK.

SMOKE.

FIRE.

DOWNED POWER LINE.

FLOODWATER.

ACTIVE TRAFFIC EXPOSURE.

COLLISION DAMAGE.

or:

OTHER DANGER.

If there is an immediate life-safety hazard:

Call emergency services.

Tell Them How Many Passengers Are With You

This can matter for:

• Transportation

• Safety planning

• Children

• Older passengers

• People with mobility needs

• Pets

For example:

“There are four people with me, including two children.”

That information can help the provider understand:

THE WHOLE SITUATION.

Mention Children, Older Adults, or Vulnerable Passengers

If someone may need extra assistance:

Say so.

For example:

“I have an elderly passenger who can't walk far.”

or:

“There is an infant in the vehicle.”

or:

“One passenger uses a wheelchair.”

This may affect:

HOW HELP IS COORDINATED.

Tell Them About Pets

Pets matter too.

A tow truck may not be able to transport animals in the same way passengers are handled.

Say:

“I have a dog with me.”

This helps avoid surprises when the driver arrives.

Describe the Tire Condition

If the problem is tire-related:

Give specific information.

Tell them:

WHICH TIRE.

WHAT IT LOOKS LIKE.

and:

WHETHER YOU HAVE A SPARE.

For example:

“The front-right tire blew out and the sidewall is destroyed.”

or:

“The rear tire is flat, but the wheel appears undamaged.”

or:

“I don't have a spare tire.”

Tell Them If the Wheel Is Damaged

A damaged wheel can change the response.

Say if:

• Wheel is bent

• Wheel is cracked

• Wheel is touching the ground

• Tire came off the wheel

• Wheel is sitting at an unusual angle

That may require:

TOWING INSTEAD OF SIMPLE TIRE SERVICE.

Tell Them Whether You Have a Spare

Some vehicles don't.

Say whether you have:

• Full-size spare

• Temporary spare

• Tire-inflator kit

• No spare

Don't wait until the driver arrives to discover:

THE VEHICLE DOESN'T HAVE ONE.

Mention the Wheel-Lock Key

If your wheels use locking lug nuts:

Tell the provider whether you have the:

WHEEL-LOCK KEY.

And where it is.

For example:

“The wheel-lock key is in the glove box.”

Tell Them If You Need a Tow Instead of Roadside Repair

Sometimes the situation clearly requires towing.

For example:

• Major mechanical failure

• Severe tire damage

• Collision damage

• Steering problem

• Brake problem

• Overheating

• Oil-pressure issue

• Vehicle cannot roll

Say:

“The vehicle should not be driven.”

That helps avoid sending:

THE WRONG TYPE OF SERVICE.

Tell Them Your Drive Type When Relevant

For towing:

It may help to know whether the vehicle is:

• Front-wheel drive

• Rear-wheel drive

• All-wheel drive

• Four-wheel drive

If you're unsure:

Say:

“I'm not sure.”

Don't guess.

The provider can verify.

Tell Them If the Vehicle Is an EV or Hybrid

This is important.

Electric and hybrid vehicles may have:

• Different towing requirements

• High-voltage systems

• Special neutral procedures

• Manufacturer-specific transport instructions

Say clearly:

“This is an electric vehicle.”

or:

“This is a hybrid.”

Mention Battery or Underbody Damage on an EV

If the EV or hybrid has:

• Collision damage

• Flood exposure

• Underbody impact

• Battery damage

• Smoke

• Fire

say so immediately.

Do not touch:

DAMAGED HIGH-VOLTAGE COMPONENTS.

Tell Them If the Vehicle Cannot Shift Into Neutral

This matters for loading.

Say:

“The vehicle will not shift into neutral.”

The operator may need:

SPECIAL LOADING EQUIPMENT OR PROCEDURES.

Tell Them If the Parking Brake Is Stuck

If the parking brake will not release:

Tell the provider.

That can affect:

HOW THE VEHICLE IS LOADED.

Tell Them If a Wheel Is Locked

A locked wheel may require:

• Dollies

• Skates

• Flatbed

• Other equipment

Say:

“The rear-left wheel will not turn.”

That is useful information.

Tell Them If the Vehicle Is Low to the Ground

Low-clearance vehicles can require extra care.

Mention if your vehicle is:

• Sports car

• Lowered vehicle

• Modified suspension

• Very low front bumper

This can help prevent:

LOADING DAMAGE.

Tell Them If You're in a Parking Garage

Parking garages can create special problems.

Tell them about:

• Height restrictions

• Narrow ramps

• Tight corners

• Vehicle location by level

For example:

“I'm on level 3 of a parking garage with a 7-foot clearance.”

That can determine:

WHAT TOW TRUCK CAN ENTER.

Tell Them If You're Stuck Off the Road

If the vehicle is:

• In mud

• In snow

• In a ditch

• On soft ground

• Off an embankment

say so.

You may need:

RECOVERY

rather than:

STANDARD TOWING.

Give Them Your Contact Number

Confirm the best number to reach you.

The driver may call because:

• They can't find you

• Traffic is blocking access

• They need more information

• They have arrived

Keep your phone:

ON AND AVAILABLE.

Keep Your Ringer On

If practical:

Make sure you can hear calls.

Avoid putting the phone in:

SILENT MODE

while waiting for assistance.

Conserve Battery

If you're low on phone power:

Tell the dispatcher if necessary.

Use:

LOW-POWER MODE.

Reduce screen brightness.

Avoid unnecessary apps.

Keep enough power for:

THE DRIVER TO REACH YOU.

Ask for the Provider's Information

Before ending the call:

Ask for:

• Company name

• Estimated arrival time

• Driver name when available

• Vehicle description when available

• Callback number

This helps you:

VERIFY WHO ARRIVES.

Verify the Driver Before Handing Over Your Keys

When the tow truck arrives:

Confirm:

THE COMPANY.

THE SERVICE REQUEST.

THE VEHICLE.

and:

THE DESTINATION.

A simple question can help:

“Who are you here to pick up?”

Don't Hand Over Your Keys to an Unverified Provider

Especially if:

An unsolicited tow truck arrives.

Confirm they were dispatched for you.

Emergency or law-enforcement-directed towing may follow different procedures.

Tell Them Where the Vehicle Should Go

If towing is required:

Give the destination.

This may be:

• Repair shop

• Dealership

• Home

• Storage facility

• Other approved destination

Confirm:

THE ADDRESS.

Confirm Whether the Repair Facility Is Open

If the vehicle is being towed to a mechanic:

Make sure the facility can:

RECEIVE THE VEHICLE.

If closed:

Ask about:

• After-hours drop-off

• Key drop

• Storage arrangements

Don't assume:

THE TOW DRIVER CAN LEAVE IT ANYWHERE.

Don't Diagnose the Vehicle If You Don't Know

You don't need to tell roadside assistance:

WHAT PART FAILED

unless you're certain.

Symptoms are often more useful.

Instead of:

“My alternator is definitely bad.”

say:

“The battery light came on, the lights dimmed, and the engine shut off.”

Instead of:

“My fuel pump failed.”

say:

“The engine cranks but won't start.”

This keeps the information:

ACCURATE.

Symptoms First. Diagnosis Second.

This is especially important.

Describe:

WHAT YOU SAW.

WHAT YOU HEARD.

WHAT YOU FELT.

WHAT THE VEHICLE DID.

Then let the provider or mechanic determine:

WHY.

A Good Roadside Assistance Call Might Sound Like This

“I'm on I-40 West near mile marker 52, on the right shoulder. I'm driving a 2020 black Ford Explorer. The engine overheated, the temperature warning came on, and coolant appears to be leaking. The vehicle is fully off the roadway and I have two passengers with me. There is no smoke or fire. The vehicle should not be driven, so I need a tow.”

That gives the provider:

LOCATION.

VEHICLE.

SYMPTOMS.

TRAFFIC POSITION.

PASSENGERS.

HAZARDS.

SERVICE NEEDED.

Another Example: Tire Blowout

“I'm on I-26 East, just past Exit 37, on the right shoulder. I have a silver 2019 Honda Accord. The front-left tire blew out and the sidewall is destroyed. I have a temporary spare and wheel-lock key, but the shoulder is narrow and traffic is heavy, so I don't feel safe changing it here.”

That tells the provider:

WHY ROADSIDE HELP IS NEEDED.

Another Example: Collision

“I'm on US-74 near the Main Street exit. My vehicle was in a collision and the front-right wheel is sitting at an angle. The vehicle starts but should not be driven. There are three passengers, nobody appears injured, and we are safely off the roadway.”

Again:

Clear information helps.

When to Call 911 Instead of Only Roadside Assistance

Call emergency services when appropriate if:

• Vehicle is blocking active traffic

• Someone is injured

• Fire is present

• Major fuel leak creates immediate danger

• Floodwater threatens occupants

• Downed power lines are involved

• Vehicle is in another immediate life-threatening location

Roadside assistance is not a substitute for:

EMERGENCY RESPONSE.

Your Roadside Assistance Information Checklist

When you call:

✓ Exact road or highway

✓ Direction of travel

✓ Mile marker or nearest exit

✓ Shoulder or lane position

✓ Nearby landmark

✓ Vehicle year, make, model, and color

✓ License plate when requested

✓ Symptoms

✓ Warning lights

✓ Whether vehicle can move

✓ Whether you're blocking traffic

✓ Number of passengers

✓ Children, pets, or mobility needs

✓ Tire condition

✓ Whether you have a spare

✓ Wheel-lock key location

✓ Whether a wheel is damaged or locked

✓ Whether vehicle can shift into neutral

✓ Drive type when known

✓ EV or hybrid status

✓ Collision or flood damage

✓ Major leaks

✓ Smoke, fuel, fire, or other immediate hazards

✓ Parking-garage or recovery limitations

✓ Tow destination

✓ Best callback number

Remember This Sequence

When calling roadside assistance: