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Auto Roadside Assistance

  • Updated

Wheelbase now provides an integrated Auto Roadside Assistance solution for your vehicles through Coach-Net. This service supports your guests with roadside issues while actively on a trip. Coverage costs $2.99 per calendar day, must be added at least 48 hours prior to the booking start date, and is managed globally through your Premium Services settings.


Step-by-Step Instructions
 

Part 1: Enabling Roadside Assistance Globally
 

Because Roadside Assistance is a global setting, you must first initialize the service within your main account configuration before applying it to individual vehicles.

  1. Log into your Wheelbase Dashboard.
  2. Click Premium Services from the left navigation sidebar.
  3. Locate the Auto Roadside Assistance section and click/select to ‘On’ 
  4. Review your fleet information to ensure all required manufacturing details are correctly populated.
  5. Click Save at the bottom of the Premium Services page to activate the global option.

Part 2: Configuring Roadside at the Vehicle Level
 

You have the option to configure ‘Allow renters to decline roadside coverage for this vehicle’ at the ‘Vehicle Specific’ level by following below steps:

  1. Navigate to the Vehicles tab from your main menu.
  2. Click into the specific vehicle you want to configure.
  3. Open the vehicle's Insurance & Roadside tab.
  4. Adjust the ‘Allow renters to decline roadside coverage for this vehicle’ toggle as desired


Part 3: Handling Mid-Trip Vehicle Swaps

Standard Swaps: Prior to Trip Start

If the guest has not yet picked up the vehicle, you may update the reservation yourself.

  • Navigate to the Reservation or Quote page.
  • Click Edit in the top-right corner.
  • Go to the Vehicle dropdown menu and select the new vehicle. (Only available vehicles will be displayed)
  • Manage Pricing:
    • Update Price: Recalculates the total based on the new vehicle’s rates.
    • Keep Current Price: Maintains the original price, even if the new vehicle is a different class.
  • Insurance: The insurance pricing/premium will automatically update based on the new vehicle selected. 
  • Click Save Changes.

Emergency Replacement: After Trip Start

Swapping a vehicle mid-trip cannot be performed within the dashboard. This is reserved strictly for incidents where the original vehicle can no longer fulfill the reservation.

Eligible Incidents for Mid-Trip Replacement:

  • Mechanical Malfunction: The vehicle is no longer safe to operate due to a component failure.
  • Accidents or Roadside Breakdown: The vehicle is disabled and requires recovery.
  • Critical Fulfillment Failure: A significant issue discovered at the start of the trip that prevents the vehicle from meeting basic safety or operational standards.

Note: Mid-trip replacements involve manual audits of insurance coverage and usage fees. You must contact Support to initiate this process. Support will only authorize a mid-trip swap if the incident meets the emergency criteria above.

Understanding Your Coverage

What is Included:

  • Towing: Towed directly to the Nearest Qualified Repair (NQR) facility.
  • Fluid Delivery: Service call fee is fully covered; the guest pays only for the actual cost of the fluids delivered.
  • Tire Change: Service provider will mount the vehicle's existing, good-conditioned spare tire (Note: Tire delivery options are not supported).
  • Jump/Boost: Service call fee is covered. If a full battery replacement is required on-site, the guest is responsible for labor and parts.
  • Winch Out: Service call fee covered up to one hour of operational winching. Any time exceeding one hour is billed directly to the guest.
  • Lockout Assistance: Service call fee covered; the guest is responsible for any specialized parts and additional locksmith labor.

What is Excluded:

Light-duty Auto Roadside Assistance explicitly excludes the following technical services:

  • Mobile Mechanic dispatches.
  • Tech Assist over-the-phone troubleshooting.

Pro-Tips & Important Notes

💡 Pro-Tip: Make sure to inform your guests that they hold full responsibility for initiating help. In the event of a roadside issue, the guest must directly call the Coach-Net AUTO Support Line at 877-764-6461.

📋 Note: Roadside Assistance fees are calculated by the calendar day ($2.99/day). 

 

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