Centennial Roadside Assistance: What to Say When You Call

Give the dispatcher five things in this order: where you are, which way the vehicle is facing, what the vehicle is, what it is doing or not doing, and who is with you. Then say whether you can stay put safely. That order lets the person on the phone judge the stop, choose suitable equipment and ask only the questions that remain. If anyone is hurt or you are in immediate danger, call 911 first and the tow second.

Start with a position you can read with your own eyes

A map pin is a good start, but it can land a few car lengths from where you actually stopped. Pair it with something you can see: the cross street, a business name, a parking lot entrance, or the exit number or mile marker if you are on an interstate or highway.

If you cannot find a street name, say that. Describe what is in front of you instead, such as a sign, a building, an overpass or a school. The dispatcher can work with a rough description plus a pin better than with a pin alone.

Say which way you are facing and which side you are on

On a divided road, the opposite side can be a very different place to reach. So give your direction of travel (a compass direction, or "toward" a landmark you can name) and your position: right shoulder, left shoulder, a specific lane, a median, or a lot.

If you are not sure of the compass direction, the compass app on most phones will show it, or you can name the last exit or intersection you passed. In a parking structure, give the level and the entrance you used. Do not walk into traffic to read a sign.

Describe the vehicle and the problem in plain words

Make, model, year and colour help a driver spot the right vehicle. Beyond that, report only what you have already seen. Do not try to recreate a noise, a warning light or a stall to describe it better.

• Does it start? Does it crank but not fire, or do nothing at all?
• Can it be shifted, and can the wheels turn? If you do not know, say so.
• Is a tyre flat or damaged, and do you have a usable spare? (If not, our earlier post on having no usable spare covers that case.)
• Which warning lights are on, and what happened just before they came on?
• Front-wheel, rear-wheel or all-wheel drive, or electric, if you know.
• Anything unusual: lowered or lifted, towing a trailer, loaded with cargo.

"I do not know" is a useful answer. It tells the dispatcher to ask the next question rather than assume. For a wider look at what to do in the first minutes, see what to do after a breakdown.

Say who is with you and what is in the vehicle

State how many adults, children and animals are with you, and whether anyone needs to be somewhere soon. Do not assume everyone can ride in the tow truck. Ask directly what the arrangement would be for passengers, and whether a ride needs to be sorted out separately.

Mention valuables or loose cargo too, and ask what the provider expects you to do about them. Their answer is better than a guess.

Waiting safely, and keeping the line useful

Hazard lights on, phone charged, and stay clear of moving traffic. If staying in the car feels unsafe and getting out feels unsafe too, tell the dispatcher that plainly. Use your own judgment about when to involve emergency services.

Before you hang up, ask these:

• What company name and truck description should I look for?
• Will anyone contact me before arrival, and on which number?
• What should I do if I need to move or my situation changes?
• What do you need from me when the truck arrives?

Ask about timing and cost on the same call. Do not treat a figure you were not given as settled. Our pages on roadside assistance give the general picture of the service.

If you are not in Centennial: the questions that matter

This site is Centennial Towing, and the provider behind it is All Day Towing LLC, based in Centennial, CO. Its listed service areas include Lakewood, Parker, Castle Rock, Aurora, Denver and Thornton, among others on the areas page. A listed place is not the same as a branch there, and it does not tell you who can reach a particular roadside spot.

So if you are stopped in Parker, for example, you are calling a provider based elsewhere. Say your town and landmark in the first sentence, then ask:

• Can you take a job at this exact location?
• Where will the truck be coming from, and what estimate can you give me for arrival?
• Is the place I want the vehicle taken within what you handle?
• Which company name will appear on the truck, the quote and the paperwork?

If you are not sure where the vehicle should end up, say that and ask what the provider needs to know to give you a quote. You can also contact the team directly with the details above.