When Your RV Needs Roadside Assistance
We traded our 2018 Winnebago Travato for our 2019 Winnebago Revel in February 2019. After traveling over 3,000 miles through Idaho, Nevada, California, Arizona, Utah, and Wyoming, we needed a tow in just under two months of ownership.
We were traveling west across Montana from Bozeman to Missoula, heading in the direction of Lookout Pass for skiing and snowboarding. After an hour and a half of being on the road, I needed a bathroom break. It was at about 1:30 pm. Kyle pulled us off I-90, and as he started to veer right down the off-ramp, the steering wheel was resisting. Kyle had to force the van to make rights and lefts until we made it into an Exxon parking lot.
As we entered the Exxon parking lot, I told Kyle we should park it in a spot easy for a tow truck to maneuver. So he found our resting place in the middle of their large parking lot where nobody else was around.
We suspected an issue with the power steering since it was challenging to turn either way. And there was power steering fluid everywhere under the hood. But the exact problem wasn’t apparent as we inspected the vehicle, so it was time to call for assistance. At the time, we had Good Sam Roadside Assistance, so I started there.
After painfully going back and forth with Good Sam, trying to identify our account, the agent assigned to our case gave us two options:
#1 – Wait for Good Sam to send a contracted mechanic who will diagnose and fix the problem if the tools and parts are available. Good Sam wouldn’t offer a tow since our Sprinter was still within its Mercedes warranty.
#2 – Call Mercedes Benz to proceed with coverage under our warranty.
We opted to call Mercedes. We didn’t want to wait for a mechanic for an unspecified amount of time, only to find out the problem couldn’t be addressed, and we still needed a tow.
Before calling Mercedes Roadside Assistance, I identified the closest Mercedes repair shop in Missoula – DeMarois Buick GMC Mercedes-Benz. I called them to verify they could offer service upon our arrival. And to request sleeping in our van in their parking lot if we didn’t get there before they closed. We also asked if Bruce Leroy, our dog, was welcome. Thankfully, the answer was “yes” to all of the above.
So I called Mercedes Roadside Assistance, and they immediately put us at ease. Using our VIN number, they quickly located us in their system and had access to all of our Sprinter van’s details. They promptly started the process to get us a tow to DeMarois.
The exit we were at off I-90 was in Rocker, a suburb of Butte, and catered to truckers and travelers. There were a few service stations, eateries, overnight accommodations, and a casino. Otherwise, we don’t recall much else in the area. The closest tow company available that Mercedes had contracted was about two hours away in Missoula. The estimated time of arrival was 7:00 pm.
We settled in at the Exxon Parking Lot and decided to catch up on Game of Thrones. We had recently started a Game of Thrones marathon so we could watch it from the first season through the last season, which was about to be released.
Shortly after hanging up with Mercedes, the tow company called. They wanted specifics about our RV, including length, width, height, loaded weight, and accessories such as anything attached to the tow hitch. They were trying to decide if a regular tow truck would be sufficient, or if a flatbed was necessary. We texted them a few pictures, and they settled on a regular tow truck.
We also asked the tow truck company if it’d be okay if our dog rode in the tow truck. Fortunately, the company was dog-friendly, and the driver was agreeable.
The tow truck came, the driver got us hitched up, and we hit the road at about 8:00 pm, six and a half hours after we had exited the interstate and came to rest in Rocker. From the time we contacted Mercedes, to the time we got in the tow truck, Mercedes had been texting us regularly. They provided status updates, made sure the tow truck picked us up and verified our arrival at DeMarois hours later. Much appreciated!
All of us, including the tow truck driver, assumed our drive would take about two hours. According to Google Maps, we were an hour and forty minutes from our destination at DeMarois. We would be a little slower with the dead weight of our Revel. The tow truck driver commented that snow was in the forecast, but it was just going to be minor flurries and shouldn’t affect our arrival time.
Well, the minor storm wasn’t insignificant. The snow was sticking to the road. The headlights shining on the thick snowflakes made us think we were going lightspeed to Endor. I’m glad we had the tow truck driver. I would’ve needed to pull over and rest for the night. He drove cautiously and got us to the Mercedes safely at around 11:00 pm. By the time the van was unhitched, and we got settled for bed, it was after 1:00 am.
We woke the next morning, and the service department checked in our vehicle shortly after opening. DeMarois made sure we were comfortable in a private room and offered us beverages and snacks. Bruce Leroy, our dog, was welcome too.
The problem was simple. The power steering hose had disconnected. The mechanic reattached it and made sure it would stay secure with a more appropriate fitting. We were out of there by 11:00 am. Everything was covered under warranty, including the tow, and all parts and labor.
The bright side was that we ended up in Missoula as initially planned, and we didn’t have to pay for fuel. Our journey wasn’t as anticipated, but we still made it to Lookout Pass without delay.
This wouldn’t be the first time we would be towed in our Revel, but we’ll save that story for another time.
However, there are several lessons we learned from both breakdowns.
Purchase a roadside assistance policy
Make sure you sign up for roadside assistance with RV coverage. Depending on your RVs size, it will have special tow requirements. Understand what benefits your policy will offer, such as how far you can be towed and where. Most especially if you plan on visiting remote areas or traveling outside of the US.
You might even want to consider two policies to make sure you are covered under various scenarios. Talk to multiple roadside assistance carriers to find out what’s best for your unique needs. At one point, we had three, including AAA, Good Sam, and our Mercedes warranty. Each came with its own benefits.
Also note, when you purchase RV insurance, roadside assistance may be an optional add-on. Don’t assume it’s automatically included. Our insurance broker actually suggested not to add it on and to purchase roadside assistance separately. Apparently, your roadside assistance usage may affect your premiums. Confirm this with your insurance provider.
Keep your RV information handy
When you break down, your roadside assistance carrier and the tow truck company will have questions. Minimize stress by having the information they are likely to request ready and easy to reach in a single file, including:
The name of your roadside assistance carrier, their phone number, and your account number.
Your vehicle VIN number. You can typically find it on your dash in front of the driver’s seat toward the bottom of the windshield. Or on the inside of the driver’s side door. However, when you’re on the phone, it’s easier to have it ready in a file with everything else. Your proof of vehicle registration should have your VIN number so you can keep that in your file.
Your chassis’s year (which may be different than your RV model’s year), make, model, and engine size. Mercedes was able to pull all this information using our VIN, but your experience may be different.
Your RV specs, including length, width, height, and loaded weight. The tow truck company needs data as they decide what equipment to send. Make sure these numbers include, for example, an air conditioning unit on the roof, or attachments to a tow hitch in the rear. When you purchased your RV, you may have picked up a brochure with your RV’s specifications. Or you might be able to find it on the RV manufacturer’s website. Your weight might be included in those specifications, or it might be noted in the RV, such as inside the driver’s side door.
The specs should tell you your base weight, but it’s not going to tell you what your RV weighs loaded. As you estimate your weight, consider what’s in your tanks (freshwater, gray, black, fuel), personal items, and modifications to the RV since its purchase. We’ve added a second fuel tank, so we must include this in our total estimated loaded weight.
Warranty information for your chassis, including any extended warranty paperwork. Mercedes knew everything about our vehicle. Though we find their customer service to be quite exceptional. Don’t expect your vehicle manufacturer or roadside assistance carrier to have access to your details.
Before you call for roadside assistance, gather more information
Your roadside assistance carrier and the tow truck company will also have questions that can only be answered once you are broken down. Eliminate having to repeatedly hang up and call roadside assistance back by knowing the following:
Where are you located? What is the name of the city or town? What are the closest cross streets? If you’re parked in front of a business, what is the name of the business? What is the exact address? What are other landmarks around you?
Research options nearby and call ahead to find out if the repair shop can take your RV. Consider asking the following questions:
– Can you accommodate an RV? Not all repairs shops are equipped to handle an RV’s size, even though it sits on a chassis like a Mercedes or Ram.
– Can my RV be dropped off after business hours, and if so, what is the procedure? You may not get there as soon as you think.
– Can we stay in your parking lot overnight? Is it generally safe?
– Are you dog-friendly?
Do you plan on riding with the tow truck to your RV’s destination? If yes, is it everyone in your party, including any pets? The tow truck’s cab capacity may be minimal and could be off-limits to pets, so be prepared to alter your plans.
If no, where do you plan on staying until your RV is repaired? How are you going to get there? And how will you get to the repair shop when your RV is ready?
Are you willing to wait for a mechanic? Depending on your roadside assistance policy, you may not be eligible for an immediate tow. Your policy may require a mechanic to be sent to you first. If you don’t want to wait for a mechanic, what are your options? Do you have another roadside assistance carrier or a manufacturer’s warranty that you want to call first? Are you willing to pay out-of-pocket?
When you call for assistance
Be kind! The roadside assistance agent managing your case, and the tow truck company, does not have an intentional goal of making your day worse. Focus on providing relevant details, so you get help quickly. The more polite you are, the more likely people will go out of their way to deliver an experience beyond what is required.
While you’re waiting for the tow truck
Secure everything on the interior and exterior of your RV for the ride behind the tow truck. If it’s not going in a flatbed, your rig’s front or rear will be in the air. You need to make sure nothing will get damaged as your RV travels down the highway at a high rate of speed at an angle.
Take care of yourself and passengers
There will be a lot of emotions from beginning to end. You may be worried about repair costs and bummed about changing travel plans. Perhaps you’ll be angry because you’re spending the afternoon in a parking lot, or anxious about how long it will be before you’re back on the road. Recognize and accept your emotions, while at the same time doing your best not to take it out on those around you. You’re all in the same boat, so be kind to one another.
A tow is not instantaneous. There are others on the road having a similar or worse experience at the same time. When there is adverse weather, the number of people in trouble is multiplied. You may be waiting for several hours and potentially overnight. Lucky for us van lifers and RVers, we have a place to get comfortable. While you’re waiting, feed yourself, drink water, go for a walk, take a nap, watch something funny, work on something productive. Don’t forget your pets if you have them. They may not understand what’s going on and also need healthy distractions.
Greeting the tow truck driver and riding along
Again, be kind! The tow truck driver is there to help you. You don’t want to agitate them as they need to safely hitch up your rig and drive it and you to another location. Allow them to focus.
The tow truck driver also gets the unfortunate experience of hanging out with you for a couple of hours on your way to your RVs destination in a small confined space. Try to make the experience pleasant. Your tow truck driver may or may not be a talker, but if they are, you might get some amazing local tips for when you resume your travels. Our tow truck driver was born and raised in Montana, and he willingly shared his favorite places.
If you make stops along the way, offer to buy your driver coffee, water, and a snack. Your driver has likely already worked a long day and needs sustenance. It’s certainly not required, but I want the person hauling my home to be at his or her best.
Follow up with a review
I regret not doing this following our break down. Everyone at Mercedes Roadside Assistance, the tow truck company, driver, and DeMarois Buick GMC Mercedes-Benz, provided an exceptional experience. Everyone did their best to provide fast, safe, and friendly service. While service professionals may not expect anything in return, it still feels good to be commended. I should’ve reached out promptly to provide our thanks. You can share your feedback by mailing a handwritten letter, calling the manager, writing a review on the company’s website, or social media.
Not all experiences will be positive, and sharing feedback is still valuable. However, do your best not to attack or threaten. Companies typically want to make things right and improve. Explain the facts and provide your critical feedback graciously. As mentioned earlier, nobody purposefully intends to make matters worse for you, and there may be a reasonable explanation for what happened. The company may not have realized a problem existed until you brought it to their attention and will do what they can to rectify the situation.
Conclusion
Breaking down will happen at an inopportune time. Being prepared will make it less painful, as well as practicing kindness toward yourself and others until the situation has passed.
The lessons we learned and the tips we have shared are strictly related to our own experiences. When there is RV or van trouble, each situation is unique. You should use common sense to respond accordingly and stay safe.
