what I learned about Roadside Assistance
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Super Member
Joined: Sep 2012
Posts: 558
Likes: 152
From: New York City
2021 e All Terrain, 2001 e55
what I learned about Roadside Assistance
In my latest experience with roadside assistance, I learned that the company that handles Roadside from Mercedes has a stable of mechanics and towing companies they use. When one of us breaks down, they go out to their network and find a local person who's not busy and dispatch them to us. These local vendors are private businesses and they're juggling jobs. If they're an hour away, they will tell you that they're an hour away, but if they get another call along the way, they will divert without telling you and pick up that extra revenue. Roadside people will take your call but there's nothing they can do to control the vendor they've chosen.
The tow company knows you're broken down, they know that there's nothing you can do and you'll have to wait for them. I had the experience where I had to wait 12 hours. I was told 8 AM, 10 AM, 12:30 PM, 2:30 PM, 4:30 PM, 6:30 PM and finally the guy showed up at 8 PM
I'm not sure if there's anything you can do. It's unfortunate that in my case I've had my 12 V battery fail four times in three years. I'm just lucky it happened while I was at home. I wish Mercedes would fix this problem. I'm not sure if this helps anyone to avoid the roadside assistance delay, but at least, if this helps you have a better understanding of what's happening in the background.
The tow company knows you're broken down, they know that there's nothing you can do and you'll have to wait for them. I had the experience where I had to wait 12 hours. I was told 8 AM, 10 AM, 12:30 PM, 2:30 PM, 4:30 PM, 6:30 PM and finally the guy showed up at 8 PM
I'm not sure if there's anything you can do. It's unfortunate that in my case I've had my 12 V battery fail four times in three years. I'm just lucky it happened while I was at home. I wish Mercedes would fix this problem. I'm not sure if this helps anyone to avoid the roadside assistance delay, but at least, if this helps you have a better understanding of what's happening in the background.
Out Of Control!!
Joined: Sep 2018
Posts: 14,666
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From: unbegrenzt
2017 GLE350 4MATIC
In my latest experience with roadside assistance, I learned that the company that handles Roadside from Mercedes has a stable of mechanics and towing companies they use. When one of us breaks down, they go out to their network and find a local person who's not busy and dispatch them to us. These local vendors are private businesses and they're juggling jobs. If they're an hour away, they will tell you that they're an hour away, but if they get another call along the way, they will divert without telling you and pick up that extra revenue. Roadside people will take your call but there's nothing they can do to control the vendor they've chosen.
The tow company knows you're broken down, they know that there's nothing you can do and you'll have to wait for them. I had the experience where I had to wait 12 hours. I was told 8 AM, 10 AM, 12:30 PM, 2:30 PM, 4:30 PM, 6:30 PM and finally the guy showed up at 8 PM
I'm not sure if there's anything you can do. It's unfortunate that in my case I've had my 12 V battery fail four times in three years. I'm just lucky it happened while I was at home. I wish Mercedes would fix this problem. I'm not sure if this helps anyone to avoid the roadside assistance delay, but at least, if this helps you have a better understanding of what's happening in the background.
The tow company knows you're broken down, they know that there's nothing you can do and you'll have to wait for them. I had the experience where I had to wait 12 hours. I was told 8 AM, 10 AM, 12:30 PM, 2:30 PM, 4:30 PM, 6:30 PM and finally the guy showed up at 8 PM
I'm not sure if there's anything you can do. It's unfortunate that in my case I've had my 12 V battery fail four times in three years. I'm just lucky it happened while I was at home. I wish Mercedes would fix this problem. I'm not sure if this helps anyone to avoid the roadside assistance delay, but at least, if this helps you have a better understanding of what's happening in the background.
You are better off with a AAA membership.
Out Of Control!!
Joined: Nov 2018
Posts: 11,400
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From: San Francisco Bay Area
2019 C63CS
My understanding is that tow truck companies prioritize calls based on location and urgency. If your car is at home with a dead battery, you are in a safe location not blocking traffic or anything, so you are pretty much the lowest priority. Accidents take the highest priority, so if there's a higher priority call coming in, you get bumped. That's just how it works. Same as police response. You are in New York City, too. I'm guessing lots of cars need towing on any given day. A quick Google search says NYC has over 600 accidents every single day.
Last edited by superswiss; Dec 14, 2024 at 11:06 AM.
Super Member
Joined: Nov 2017
Posts: 669
Likes: 142
From: Hermosa Beach, California
2018 E400 Coupe
[QUOTE=e55phil;9080307]...I'm not sure if there's anything you can do....
Yeah, there is something you can do: Drop the MB "coverage" and switch to either an AAA membership (or check to see if your auto insurance policy provides roadside service). I did that years ago and haven't looked back — on the rare times that I've needed it, roadside service by AAA has been prompt and efficient (and free).
Yeah, there is something you can do: Drop the MB "coverage" and switch to either an AAA membership (or check to see if your auto insurance policy provides roadside service). I did that years ago and haven't looked back — on the rare times that I've needed it, roadside service by AAA has been prompt and efficient (and free).
Out Of Control!!
Joined: Nov 2018
Posts: 11,400
Likes: 5,324
From: San Francisco Bay Area
2019 C63CS
[QUOTE=The_Judge;9080417]
MB Roadside is free for as long as you own the car. Nothing to drop. You get a different level of service depending on whether the car is still under warranty or not, but towing to the nearest dealership is always free. All these roadside assistance programs including AAA partner with local towing companies. AAA does also have its own tow trucks, but they don't have an unlimited fleet, either. MB etc. can request a AAA tow truck as well if that's the closest to your current location. I haven't had a AAA membership in years. It never seemed worth it. The few times I needed a tow, the roadside service that came with the car worked just as well, and I've got roadside through my insurance for the wife's car which I had to use once after she got stranded at a friend's house with a dead battery.
As I said above, every type of emergency response works based on a priority list. One of the first questions they ask you is whether you are in danger. If you are, then you get a high priority, but if you are in a safe location, then they bump you down and they'll get to you once all other high priority calls have been served. If they are on their way to you but receive a higher priority call, they'll divert. Living in a high density area as OP naturally means there are likely many higher priority calls than his dead battery while he is waiting in the comfort of his home. They'll handle a crashed car blocking traffic on the way before they drive out to the burbs or whatever to tow a car with dead battery that isn't an urgent situation. Response times depend highly on where you live.
...I'm not sure if there's anything you can do....
Yeah, there is something you can do: Drop the MB "coverage" and switch to either an AAA membership (or check to see if your auto insurance policy provides roadside service). I did that years ago and haven't looked back — on the rare times that I've needed it, roadside service by AAA has been prompt and efficient (and free).
Yeah, there is something you can do: Drop the MB "coverage" and switch to either an AAA membership (or check to see if your auto insurance policy provides roadside service). I did that years ago and haven't looked back — on the rare times that I've needed it, roadside service by AAA has been prompt and efficient (and free).
As I said above, every type of emergency response works based on a priority list. One of the first questions they ask you is whether you are in danger. If you are, then you get a high priority, but if you are in a safe location, then they bump you down and they'll get to you once all other high priority calls have been served. If they are on their way to you but receive a higher priority call, they'll divert. Living in a high density area as OP naturally means there are likely many higher priority calls than his dead battery while he is waiting in the comfort of his home. They'll handle a crashed car blocking traffic on the way before they drive out to the burbs or whatever to tow a car with dead battery that isn't an urgent situation. Response times depend highly on where you live.
Last edited by superswiss; Dec 14, 2024 at 12:25 PM.
Thread Starter
Super Member
Joined: Sep 2012
Posts: 558
Likes: 152
From: New York City
2021 e All Terrain, 2001 e55
My understanding is that tow truck companies prioritize calls based on location and urgency. If your car is at home with a dead battery, you are in a safe location not blocking traffic or anything, so you are pretty much the lowest priority. Accidents take the highest priority, so if there's a higher priority call coming in, you get bumped. That's just how it works. Same as police response. You are in New York City, too. I'm guessing lots of cars need towing on any given day. A quick Google search says NYC has over 600 accidents every single day.
This post is not about me or the delay or the lack or communication. It is to share that Roadside has no control over the sub contractors.
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Senior Member
Joined: Mar 2018
Posts: 356
Likes: 76
From: Elizabethtown Kentucky
2019 E 300 4matic 2013 SLK 250
[QUOTE=superswiss;9080422]
MB Roadside is free for as long as you own the car. Nothing to drop. You get a different level of service depending on whether the car is still under warranty or not, but towing to the nearest dealership is always free. All these roadside assistance programs including AAA partner with local towing companies. AAA does also have its own tow trucks, but they don't have an unlimited fleet, either. MB etc. can request a AAA tow truck as well if that's the closest to your current location. I haven't had a AAA membership in years. It never seemed worth it. The few times I needed a tow, the roadside service that came with the car worked just as well, and I've got roadside through my insurance for the wife's car which I had to use once after she got stranded at a friend's house with a dead battery.
As I said above, every type of emergency response works based on a priority list. One of the first questions they ask you is whether you are in danger. If you are, then you get a high priority, but if you are in a safe location, then they bump you down and they'll get to you once all other high priority calls have been served. If they are on their way to you but receive a higher priority call, they'll divert. Living in a high density area as OP naturally means there are likely many higher priority calls than his dead battery while he is waiting in the comfort of his home. They'll handle a crashed car blocking traffic on the way before they drive out to the burbs or whatever to tow a car with dead battery that isn't an urgent situation. Response times depend highly on where you live.
it’s is but it’s not free. You must have spent a certain amount ($100 I think) in the service department in the last calendar year to get the free services. If not you pay the going rate. Roadside assistance used to be a much better thing (like most of Mercedes customer service!). When I bought my first Mercedes (1985 300Dt) I was treated like a king at the service and customer service departments even though my car was ten years old. Now the only way you get treated that way is if you bought a $125,000 S class and even then it’s iffy. It’s a damn shame
MB Roadside is free for as long as you own the car. Nothing to drop. You get a different level of service depending on whether the car is still under warranty or not, but towing to the nearest dealership is always free. All these roadside assistance programs including AAA partner with local towing companies. AAA does also have its own tow trucks, but they don't have an unlimited fleet, either. MB etc. can request a AAA tow truck as well if that's the closest to your current location. I haven't had a AAA membership in years. It never seemed worth it. The few times I needed a tow, the roadside service that came with the car worked just as well, and I've got roadside through my insurance for the wife's car which I had to use once after she got stranded at a friend's house with a dead battery.
As I said above, every type of emergency response works based on a priority list. One of the first questions they ask you is whether you are in danger. If you are, then you get a high priority, but if you are in a safe location, then they bump you down and they'll get to you once all other high priority calls have been served. If they are on their way to you but receive a higher priority call, they'll divert. Living in a high density area as OP naturally means there are likely many higher priority calls than his dead battery while he is waiting in the comfort of his home. They'll handle a crashed car blocking traffic on the way before they drive out to the burbs or whatever to tow a car with dead battery that isn't an urgent situation. Response times depend highly on where you live.
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Thread Starter
Super Member
Joined: Sep 2012
Posts: 558
Likes: 152
From: New York City
2021 e All Terrain, 2001 e55
[QUOTE=DeutscheBenz726;9080731]
it’s is but it’s not free. You must have spent a certain amount ($100 I think) in the service department in the last calendar year to get the free services. If not you pay the going rate. Roadside assistance used to be a much better thing (like most of Mercedes customer service!). When I bought my first Mercedes (1985 300Dt) I was treated like a king at the service and customer service departments even though my car was ten years old. Now the only way you get treated that way is if you bought a $125,000 S class and even then it’s iffy. It’s a damn shame
I agree. My first was a 240D and if I had an issue, which was rare, you were connected to a mechanic. That person could answer your question and knew the car backwards and forwards, He would tell you what to do to get it going again. I always felt like it was some fellow chewing on a cigar, but it was a great service! How do you spoke to a friend of mine today in Mongolia. He drives a Toyota Land Cruiser and said he's never had a problem in 500,000 miles. Just FYI.
it’s is but it’s not free. You must have spent a certain amount ($100 I think) in the service department in the last calendar year to get the free services. If not you pay the going rate. Roadside assistance used to be a much better thing (like most of Mercedes customer service!). When I bought my first Mercedes (1985 300Dt) I was treated like a king at the service and customer service departments even though my car was ten years old. Now the only way you get treated that way is if you bought a $125,000 S class and even then it’s iffy. It’s a damn shame
I agree. My first was a 240D and if I had an issue, which was rare, you were connected to a mechanic. That person could answer your question and knew the car backwards and forwards, He would tell you what to do to get it going again. I always felt like it was some fellow chewing on a cigar, but it was a great service! How do you spoke to a friend of mine today in Mongolia. He drives a Toyota Land Cruiser and said he's never had a problem in 500,000 miles. Just FYI.
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Joined: Sep 2018
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From: New Orleans Area
2015 E400 Sedan
I bet if you called any tow truck company to come get you and told them the same things.
You would be treated the same as if you called Roadside assistance.
Only real reason to join is they pay the tow truck.
Hence why I have it thru my car insurance for all my rides.
You would be treated the same as if you called Roadside assistance.
Only real reason to join is they pay the tow truck.
Hence why I have it thru my car insurance for all my rides.
Member
Joined: Aug 2018
Posts: 157
Likes: 36
2021 E350 Sedan
MB service good for me
There are many recent complaints (including in my family) about delays (even until the next day) in AAA roadside service. It seems they are suffering from too much success, or from your typical management cost cutting. I never had a problem with MB service - used it 3-4 times, but I have a really good dealer near me (Bobby Rahal Wexford PA).
Last edited by Holtgraver; Dec 16, 2024 at 11:57 AM. Reason: improve clarity
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Joined: Sep 2016
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From: Los Angeles
2024 GLE63s, 2021 E63s, 2018 GLC43
There is a Freakonomics episode about tow trucks. From what I remember, price is given priority. Low reimbursement rates from AAA and the like get low priority.
https://freakonomics.com/podcast/tow-trucks/
https://freakonomics.com/podcast/tow-trucks/
Last edited by taphil; Dec 16, 2024 at 11:14 PM.
Thread Starter
Super Member
Joined: Sep 2012
Posts: 558
Likes: 152
From: New York City
2021 e All Terrain, 2001 e55
A local firm would be faster. The guy who came to me was the low bidder and lives two hours away. The only advantage to Roadside is that they pay. In years gone by MB would send a guy to the site and get the car running.
Super Member
Joined: May 2003
Posts: 967
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From: Long Island, New York
2018 E400 4matic Wagon
[it’s is but it’s not free. You must have spent a certain amount ($100 I think) in the service department in the last calendar year to get the free services. If not you pay the going rate. Roadside assistance used to be a much better thing (like most of Mercedes customer service!). When I bought my first Mercedes (1985 300Dt) I was treated like a king at the service and customer service departments even though my car was ten years old. Now the only way you get treated that way is if you bought a $125,000 S class and even then it’s iffy. It’s a damn shame[/QUOTE]
I agree. It used to be free with no strings attached for the life of your car. Not any more. Also, you used to get someone coming over in a MB SUV to help with your problem if it didn't require a tow (for example, changing a flat tire, assuming you had a spare).
I agree. It used to be free with no strings attached for the life of your car. Not any more. Also, you used to get someone coming over in a MB SUV to help with your problem if it didn't require a tow (for example, changing a flat tire, assuming you had a spare).
Senior Member
Joined: Jul 2021
Posts: 360
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From: Northern NJ, USA
2018 E300 4Matic Sport
12 hours is despicable. If you waited 12 hours...send an email to Dimitris Psillakis. You will get a reply, and you may get something from them. About 12 years ago, I sent a very detailed email to Stephen Cannon, then CEO of MB North America. I expected a generic reply from some underling, worded in that very smooth way where they apologize and thank you for letting them know about the problem.
He called me. Personally. Then I got a follow up from one of his staff and I they ended up giving me a service credit certificate, and invited to a private event at the corporate headquarters (which was then in NJ).
He called me. Personally. Then I got a follow up from one of his staff and I they ended up giving me a service credit certificate, and invited to a private event at the corporate headquarters (which was then in NJ).
Super Member
Joined: May 2003
Posts: 967
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From: Long Island, New York
2018 E400 4matic Wagon
Which roadside assistance plan are people getting when MB roadside assistance doesn't apply to them? I see that some plans cover you for just 10 miles of towing, some cover towing to the nearest service station and some cover you for up to 100 miles. I think you need a plan that covers you for 100 miles so that you can get your car to the repair shop of your choice.
Senior Member
Joined: Jul 2021
Posts: 360
Likes: 67
From: Northern NJ, USA
2018 E300 4Matic Sport
Which roadside assistance plan are people getting when MB roadside assistance doesn't apply to them? I see that some plans cover you for just 10 miles of towing, some cover towing to the nearest service station and some cover you for up to 100 miles. I think you need a plan that covers you for 100 miles so that you can get your car to the repair shop of your choice.
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Joined: Apr 2023
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From: Occupied Palestine
2025 Maserati Grecale Folgore and 2024 Jaguar F-PACE SVR
AAA is an insurance company now, not an automobile club, and all the insurance companies offer roadside assistance for a small additional fee. Plus that's one less app you'll need on your phone.
Super Member
Joined: May 2003
Posts: 967
Likes: 77
From: Long Island, New York
2018 E400 4matic Wagon
I have AAA Plus (4 tows up 100 miles each) now under my wife's name with the introductory offer for the first year. I guess, when that expires I'll get a membership in my name with an introductory offer. If you just renew, the annual fee skyrockets after the introductory offer, so you have to play this game. If the renewal rate were reasonable, I would just renew.
Super Member
Joined: Nov 2012
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From: Boston Area
2021 Mojave Silver E450, 2024 Black on Black Jaguar F-pace P400, 2011 335d (RIP), 2010 E350 (sold)
Our family plan for AAA plus (3 of us) costs $125 or so per year. We each have our own cards. Well worth it, especially with the travel perks like others have mentioned.
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Joined: Dec 2015
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From: Suburban Maryland
2023 E 450 Sedan. 2018 GLC 300. 2013 E 350 Coupe (retired)
Had good experience with Roadside. Someone from MB dealer several miles away came out and helped me change a tire within 45 minutes. First experience with my Modern Spare donut and went well, except the tech could not figure out at first that it was a universal fit, and he had to rotate the wheel to line up the holes. I gave the young guy a big tip, just because, and he was very pleased.
