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.
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AAA Northeast operates 13 fleet centers across five states, with 650 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:
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.
One of those tow truck operators is Richard Sheffield, who is based in Garden City, New York. 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.”
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.
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.
Learn more about why AAA remains the first choice among roadside service companies.
This article has been updated and republished from a previous version.
Last updated on March 13, 2026 by AAA Staff
Ellen is a content producer for AAA Northeast, covering automotive, finance, public affairs and electric vehicle news. She is a former newspaper reporter with experience writing for print and online publications about everything from higher education to sustainability. She recently returned to her native Long Island after living in Connecticut for 20-plus years, and has never met a beach she didn’t like.
