Guru's Verification engine ensures consistency, confidence, and trust in the knowledge your organization shares. Learn more.

How do I notify Emergency Roadside Assistance (ERS) when a Driver Partner needs a tow truck?

First, check the "Vehicle Details" section of the Driver Main Info card to confirm who the vehicle partner is for that market.

Next, confirm the vehicle is not drivable before continuing through the following steps.

Note: If the vehicle is drivable, the Driver Partner (DP) should drive to either a local repair shop or back to the Via lot, and we can perform a swap if necessary. For guidance on how to support DPs with maintenance issues, see this card.

We have specific Tow Company Vendors for the follow markets:


For other cities, please follow the steps below:

VGM/Buggy

  1. Click "Add guest" in Talkdesk to call VGM ERS at 855-460-1390. Some things to note when these calls are placed:
    1. Say "this is for a Via vehicle"
    2. Please be patient -- hundreds of ERS calls are answered daily and agents are less familiar with the Via program, and may need additional time to review information
    3. Be prepared to provide several pieces of critical information:
      1. The driver’s name
      2. The driver’s phone number, or your own phone number
      3. The vehicle information, particularly the Vehicle ID number (the Partner ID in Salesforce)
      4. The vehicle location, including the nearest address
      5. What exactly is wrong with the vehicle
  2. Request the ERS dispatch number and include this number for reference in the OOS form.
    1. Also include this in the workflow referenced in step 5.
  3. Advise the DP remain at the scene with the vehicle until ERS arrives.
  4. Make the DP unavailable.
  5. Escalate the case in SF to create a swarm using "Unavailable - OOS Vehicle Mid-Shift" and tag the relevant FM and OM. The TFC will handle it from here.

TARTA Paratransit Overflow (VGM)

These are the VGM Repair Shops specifically our TARTA Paratransit Overflow service. If the vehicle is driveable, the DP can take it directly to one of these two repair shops. If a tow is needed, follow the VGM process above and they will likely take the vehicle to one of these shops:

  • Flat Tires: 1618 Monroe Street Toledo Ohio 43604 Jam Best One
  • For Larger Maintenance: 144 Rivercrest Ave Toledo, OH 43605 (Hyslop Automotive)

SMART Flex (VGM)

For SMART Flex, please also post tow details to #smart-vgm-vehicles, especially if a tow cannot be secured and ERS is unresponsive

Zipcar

  • Keep the DP on the phone while you call Zipcar. Click "Add guest" in Talkdesk to call Zipcar ERS Towing Service at 866-494-7227. Some things to note when these calls are placed:
    • Mention this is a Zipcar vehicle for the Via Service for this specific market
    • Be prepared to provide several pieces of critical information:
      • The driver’s name
      • The driver’s phone number, or your own phone number
      • The vehicle license plate information
      • The vehicle location, including the nearest address
      • What exactly is wrong with the vehicle
  • Request the dispatch reference number and include this number for reference in the OOS form. Please also share the location where the vehicle was towed to.
  • Advise the DP remain at the scene with the vehicle until tow service arrives.
  • Make the DP unavailable.
  • Escalate the case in SF to create a swarm using "Unavailable - OOS Vehicle Mid-Shift" and tag the relevant FM and OM. The TFC will handle it from here.

Kingbee

CUP - Silicon Valley Hopper (ev Wavs only)

  • Towing Company name: Ford Roadside Assistance
  • Phone: +1 (800) 241-3673
  • Mention this is for a Cupertino vehicle, company name VIA
  • Mention that the account for the tow is associated with Kingbee
  • Please tow to one of the two locations below based on type of tow
    • Low battery charge or vehicle cleaning related
      • Cupertino parking lot: De Anza College - Parking Lot B 21250 Stevens Creek Blvd Cupertino, CA 95014
    • Minor repairs (ie flat tire, concerns with brake safety) or Major Mechanical (ie accident collision, vehicle body damage, windshield glass)
      • Frontier Ford: 3701 Stevens Creek Blvd. Santa Clara, CA 95051
    • Be prepared to provide several pieces of critical information:
      • The driver’s name
      • The driver’s phone number, or your own phone number
      • The vehicle license plate and VIN information
      • The vehicle location, including the nearest address
      • What exactly is wrong with the vehicle
  • Request the dispatch reference number and include this number for reference in the OOS form. Please also share the location where the vehicle was towed to.
  • Advise the DP remain at the scene with the vehicle until tow service arrives.
  • Make the DP unavailable.
  • Escalate the case in SF to create a swarm using "Unavailable - OOS Vehicle Mid-Shift" and tag the relevant FM and OM. The TFC will handle it from here.

RMD - Richmond Moves (EV WAVs Only)

  • Towing Company name: Ford Roadside Assistance
  • Phone: +1 (800) 241-3673
  • Mention this is for a Cupertino vehicle, company name VIA
  • Mention that the account for the tow is associated with Kingbee
  • Please tow to one of the two locations below based on type of tow
    • Low battery charge or vehicle cleaning related
      • Richmond parking lot: 2676 Nevin Ave Richmond, CA 94804
    • Minor repairs (ie flat tire, concerns with brake safety) or Major Mechanical (ie accident collision, vehicle body damage, windshield glass)
    • Be prepared to provide several pieces of critical information:
      • The driver’s name
      • The driver’s phone number, or your own phone number
      • The vehicle license plate and VIN information
      • The vehicle location, including the nearest address
      • What exactly is wrong with the vehicle
  • Request the dispatch reference number and include this number for reference in the OOS form. Please also share the location where the vehicle was towed to.
  • Advise the DP remain at the scene with the vehicle until tow service arrives.
  • Make the DP unavailable.
  • Escalate the case in SF to create a swarm using "Unavailable - OOS Vehicle Mid-Shift" and tag the relevant FM and OM. The TFC will handle it from here.

CAG - Calgary Transit

  • Towing Company name: Grewal’s Towing Calgary
  • Phone: +1 587-899-0095
  • Mention this is for a Calgary transit vehicle, company name VIA
  • Mention that the account for the tow is associated with Kingbee
  • Please tow to one of the two locations below based on type of tow
    • Low fuel or vehicle cleaning related
      • Calgary parking lot: 40 Carrington Plaza NW Calgary, AB T3P 1X7, Canada
    • Minor repairs (ie flat tire, concerns with brake safety) or Major Mechanical (ie accident collision, vehicle body damage, windshield glass)
    • Be prepared to provide several pieces of critical information:
      • The driver’s name
      • The driver’s phone number, or your own phone number
      • The vehicle license plate and VIN information
      • The vehicle location, including the nearest address
      • What exactly is wrong with the vehicle
  • Request the dispatch reference number and include this number for reference in the OOS form. Please also share the location where the vehicle was towed to.
  • Advise the DP remain at the scene with the vehicle until tow service arrives.
  • Make the DP unavailable.
  • Escalate the case in SF to create a swarm using "Unavailable - OOS Vehicle Mid-Shift" and tag the relevant FM and OM. The TFC will handle it from here.

CAT / CHARLOTTESVILLE MYLE

  • Towing Company name: A1 Towing & Truck Repair
  • Phone: +1 (434) 202-7635
  • Mention this is for a CAT vehicle, company name VIA
  • Mention that the account for the tow service invoice to be billed to is Myle
  • Please tow to one of the two locations below based on type of tow
    • Minor repairs (ie flat tire, concerns with brake safety)
      • Settle Tire Pros (824 Preston Ave, Charlottesville, VA 22903)
    • Major Mechanical (ie accident collision, vehicle body damage, windshield glass) or vehicle cleaning related
      • Charlottesville parking lot (1501 Avon Street Ext, Charlottesville, VA 22902)
  • Be prepared to provide several pieces of critical information:
    • The driver’s name
    • The driver’s phone number, or your own phone number
    • The vehicle license plate information
    • The vehicle location, including the nearest address
    • What exactly is wrong with the vehicle
  • Request the ERS dispatch number and include this number for reference in the OOS form.
    • Also include this in the workflow.
  • Advise the DP remain at the scene with the vehicle until ERS arrives.
  • Make the DP unavailable.
  • Escalate the case in SF to create a swarm using "Unavailable - OOS Vehicle Mid-Shift" and tag the relevant FM and OM. The TFC will handle it from here.

MAF - MetsMicro

  • Primary Towing Company name: Tri-State Towing and Recovery
  • Phone: +1 (812) 296-4009
  • Mention this is for a METS vehicle operated by VIA
  • Mention that the account for the tow service invoice to be billed to is Elevate Luxury
  • Please tow to one of the two locations below based on type of tow
    • Minor repairs (ie flat tire, concerns with brake safety)
      • PepBoys (101 Metro Ave, Evansville, IN 47715)
    • Major Mechanical (ie accident collision, vehicle body damage, windshield glass) or vehicle cleaning related
      • Kenny Kent Toyota Service (5600 E Division St, Evansville, IN 47715)
    • Be prepared to provide several pieces of critical information:
      • The driver’s name
      • The driver’s phone number, or your own phone number
      • The vehicle license plate information
      • The vehicle location, including the nearest address
      • What exactly is wrong with the vehicle
  • Request the dispatch reference number and include this number for reference in the OOS form. Please also share location where the vehicle was towed to.
  • Advise the DP remain at the scene with the vehicle until tow service arrives.
  • Make the DP unavailable.
  • Escalate the case in SF to create a swarm using "Unavailable - OOS Vehicle Mid-Shift" and tag the relevant FM and OM. The TFC will handle it from here.

Kalamazoo

  • Towing Company name: Trent’s Towing
  • Phone: +1 (269) 569-5572
  • Mention this is for a Kalamazoo transit vehicle, company name VIA
  • Mention that the account for the tow is associated with Myle
  • Please tow to one of the two locations below based on type of tow
    • Low fuel or vehicle cleaning related
      • Kalamazoo parking lot: 1415 Harrison St, Kalamazoo, MI 49007
    • Minor repairs (ie flat tire, concerns with brake safety) or Major Mechanical (ie accident collision, vehicle body damage, windshield glass)
    • Be prepared to provide several pieces of critical information:
      • The driver’s name
      • The driver’s phone number, or your own phone number
      • The vehicle license plate and VIN information
      • The vehicle location, including the nearest address
      • What exactly is wrong with the vehicle
  • Request the dispatch reference number and include this number for reference in the OOS form. Please also share the location where the vehicle was towed to.
  • Advise the DP remain at the scene with the vehicle until tow service arrives.
  • Make the DP unavailable.
  • Escalate the case in SF to create a swarm using "Unavailable - OOS Vehicle Mid-Shift" and tag the relevant FM and OM. The TFC will handle it from here.

You must have Author or Collection Owner permission to create Guru Cards. Contact your team's Guru admins to use this template.