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FAQ

Updates and details for RV on Call mobile RV services.

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  • What is your service area?
    Our primary service area is the piedmont Triangle, including Raleigh, Durham, Chapel Hill and neighboring towns in Durham, Wake, Orange, Alamance, and Chatham Counties. Locations outside of this region will be considered based on availability.
  • Are your services same day/urgent? When can I expect service?
    We are often available on very short notice but it depends on the nature of the service work requested and our current workload. As noted further below in this FAQ, we generate quotes for all service requests. Once quotes are accepted we will follow up with you to schedule your service appointment. We arrange specific start times for appointments, as opposed to a range of appointment times (like the cable company is known for :) While we cannot always come to your location on the same day, we do live up to our RV on Call name by committing to provide all customers with a response to their inquiry within 24 hours, seven days/week (typically same day response). If you need help please reach out via the Contact Page.
  • Do you have a phone number or offer virtual consultations?
    Unfortunately we do not use our business phone number for new inquiries. The truth is we are a small company, we do not have a dedicated administrative support staff, and we find phone tag to be frustrating and inefficient for both parties. Please reach out via the Contact Page and we will respond within 24 hours. The contact page is the best way to get a detailed response quickly because it gives us the minimum amount of information we need to provide you with an accurate quote. For pre-hire communications, the main form of communication will be email. If you do hire us, our technician will be in touch via voice call or text on the day of service so that you can communicate in real time. This is why the contact form asks for your phone number. If the nature of your inquiry or service request does truly require a phone call, we are happy to do so or set up a Zoom meeting. We just ask customers to use the contact form first, to give us a complete understanding of your needs up front. Keep reading the FAQ for more information about pricing and quotes.
  • I submitted an inquiry using the Contact Form. What should I expect next?
    You will receive a personalized email follow up within 24 hours. Based on the nature of your service needs, we may be able to send you a quote immediately or we may have some additional follow-up questions for you, for example to clarify the symptoms and scope of a repair situation. For repairs, depending on the apparent complexity of the issue, we may be able to resolve the issue in a single visit to your location, or, it may be necessary to do a diagnostics visit to confirm the root cause of the issue and potential solution(s) for repair or replacement. Keep reading the FAQ for more information about diagnostics visits, quotes, and rates.
  • Do you need to perform a diagnostics visit before completing service? Can't you just fix my RV in one visit?
    To help reduce costs and get you back on the road sooner, RV on Call will always attempt to resolve your RV service needs in as few mobile on-site visits to your location as possible. Typically only one visit is needed for cleaning, inspections, and seasonal maintenance. However, in other circumstances it is indeed necessary to perform a diagnostics visit first. This is typical for repair-related issues as noted below. Diagnostics is performed so that we can visually inspect the issue(s) and perform the manufacturer-required diagnostic test(s). This data allows us to professionally verify a) What is wrong, b) How to fix it, c) Whether we can fix it, and d) How much it will cost. Typical RV repair services requiring a diagnostics visit Air Conditioner Water heater Furnace / Aqua Hot Refrigerator Electrical, battery, control panel, inverter / converter issues Propane issues / leaks Water pump Water leaks or low pressure Exterior or interior damage Other mechanical issues Complex installations Customizations Sometimes it is possible to diagnose RV issues remotely. This is made possible based on 1) the complexity, 2) our experience working with your type of RV and its various components, and 3) the information customers are able to provide us with regarding the service request; the symptoms involved; the timeline of events, and when the symptoms are observed, for example when connected to propane, versus house battery, versus shore power (or some combination). Also, providing us with photos or videos in advance is also very helpful, especially related to any water leaks, exterior or interior damage, or customization requests. So are diagnostics visits always necessary? Absolutely not! We can skip the diagnostics visit if the issue is a) routine, b) not related to the list of repair issues noted above, and c) we are able to collect enough information about the service needs ahead of time. Below is a list of common services where we can typically send a full quote in advance and complete service within a single visit to your location. Interior or exterior cleaning and detailing Water system sanitization Air Conditioner seasonal maintenance service Generator seasonal maintenance service Engine oil changes Lubrication of hitch, compartment doors, and jacks Roof re-sealing and exterior body re-sealing Slideout service Wheel bearing greasing Winterization Inspections Coaching and consultation Equipment installation or removal In some ways, mobile RV service is similar to a Telehealth appointment for a medical issue. Sometimes it is possible for a doctor to diagnose a medical condition and prescribe the correct treatment over a telehealth Zoom appointment. But sometimes the symptoms are so generalized - or the organs involved are so complex - that there is no substitute for physically going into the doctor’s office and receiving the necessary tests. Some RV issues and components just do not let themselves to remote diagnosis and we need to physically go to your RV first and perform physical inspections and tests. Again, whenever possible we will attempt to diagnose your issue remotely so that we can complete service in one visit and reduce costs. Given the remote nature (and limitations) of mobile RV service, does it make more sense to go to a full RV service center? Well, it is up to the customer to weigh the pros and cons. The advantage of mobile RV service is that it provides the customer with at-home convenience and faster response time. But on the other hand, customers do need to cover costs associated with rapid house calls. To their credit, a full service RV center typically stocks more parts on hand and may have more specialized equipment to handle very large/complex jobs like slide-out removal or major post-accident fabrication and body work. RV on Call is a small mobile company, and while we are skilled in performing highly technical RV repairs, we are not able to travel with an inventory of parts for all repair situations. But the reality is that most complex RV repairs frequently require specialized parts sourced directly from an RV parts supplier, and typically the needed part(s) cannot be identified until diagnostics is complete. Repairs for RV electrical, plumbing, propane, and mechanical systems are not like simple car repairs where a technician can swap a bad part with a universal/generic part. RV parts are often highly specialized based on the equipment’s make, model, manufacturer, and production date. Both mobile RV services and full RV service centers often need to procure replacement parts on-demand. RV on Call maintains commercial RV accounts with eight specialized RV suppliers. We are able to source parts and supplies at wholesale prices and our suppliers have very large inventories with multiple warehouses around the country, often allowing for next-day shipping. We rarely have situations where we cannot obtain the right part quickly - at a competitive price. Then there's the turnaround times. The "Repair Event Life Cycle" is known as the critical RECT metric in the RV industry, and RECT has been one of the most significant sources of customer pain and industry focus in recent years. For full RV service service centers, the RECT averaged 34 days in 2021, with that time doubling in warranty situations. And this data is only calculated after the customer has dropped off the unit and service work has begun, which can often be days or weeks from when the customer first places a call. Another challenge with full RV service service centers is that communication between various parties can be spotty, and the widespread use of standardized 'shop rates' means the amount you are charged for parts and labor is often mis-aligned with the customer's specific RV type, size, and configuration, as well as the customer’s unique service needs. This is especially true in situations where customers have performed (or wish to perform) a portion of the work themselves (which is a common situation). Yes, you read correctly: Some RV service centers will charge parts and labor rates that are greater than the actual level of effort necessary to complete the job (that's why we always prepare customized quotes, as noted further down the FAQ). You should also know that an RV service center will still charge a diagnostic fee (in addition to the actual repair work), because they also need to perform the same tests for the same reasons we do, regardless of the amount of technicians and specialized equipment they have on-hand. The only difference is you can drop your RV off to them once, whereas we might need to take two separate trips to your location. There are several worthwhile factors to consider when deciding whether to use a mobile RV service or take your rig to a full repair facility. However, the need to perform diagnostics cannot be avoided in many repair situations - regardless of which type of RV service you ultimately choose to go with. We hope this context is informative as we work with many new RVers who are using a mobile service for the first time. We aim to be as transparent as possible to ensure folks know how the mobile RV service process works, and its pros and cons.
  • How do you charge for diagnostic visit? Does performing a diagnosis guarantee that you can resolve my RV issue?
    As noted in the previous FAQ entry, whether a separate diagnostics trip is needed depends on the nature of the service. If we determine that diagnostics are required, the quote will include the time we expect it will take to perform the diagnosis (and run any needed tests), as well as travel fees. To reduce costs and lag time we try and perform as much diagnosis as possible remotely in the hopes that we can avoid making multiple trips to your location. For example, we prefer customers submit service requests using the web site Contact Form so that we can collect all the pertinent information about your location, your RV, and your issue in advance. The form also allows customers to upload photos, which helps greatly helps us understand the issue in the case of repairs. After the Contact Form is provided we will follow up with you to ask any pertinent follow up questions. The more detail you can provide regarding the issue and symptoms, any products and systems involved, and your preferred corrective actions, the more likely we can complete the diagnosis remotely and come prepared to visit your location and resolve the issue in a single visit. We will always generate a quote for the expected time it will take to perform the diagnostics and associated travel charges. If we are able to fully resolve the issue in the initial diagnostics visit we will do so, and you will only be responsible for the time it took us to perform the diagnosis and complete the service work (plus the one-time travel charges). However in the event that we need to return to your location after the diagnostics visit to complete the requested service, we will 1) Invoice you for the initial diagnostics visit, and 2) Generate a new quote showing the expected labor, parts, and travel charges for the follow up visit and hope that you will hire us again. If you do choose to hire us again for the follow up service work, we will invoice you for the second visit after that work is performed. Additional notes regarding diagnostics and payment: Any diagnostics performed are an assessment of current conditions, and not a commitment for RV on Call to render future service. The customer is responsible for paying for diagnostics time and associated travel costs, even if the issue cannot be resolved, is outside of the capacity of RV on Call, or if the customer does not wish to hire RV on Call again for subsequent follow up work. In some circumstances (for example complex repairs, installations, or customizations) we may accept a job but then realize we cannot complete the work after we arrive at your location. This is rare, but it can occur if we discover the issue is more complex than initially understood and beyond our capacity to resolve in a mobile setting (i.e. the work may require specialized tools or equipment typically found in a full RV service center). If this occurs we will stop work immediately and advise you of the situation. You will only be responsible for paying the actual labor time spent on the job up until the discovery was made, as well as mileage, travel time, and sales tax. Similarly, there may be some situations where we can continue the work, but after work has begun we realize it will require more time than initially thought based on new information discovered on site. Customers will be notified if service charges are expected to exceed 10% of the initial quote. In these instances we will estimate how much additional time it will take to complete the job and ask customers to authorize continued work. We will obtain customer consent if, during the course of service work, RV on Call determines the actual level of effort necessary to complete service is projected to exceed the initial accepted quote by more than $150.
  • Do you generate a quote in advance? Will I be invoiced after service is complete, and how do I pay?
    A quote will be generated in advance for all services. Payment shall be made within three days of receipt. If payment is not received on time a new invoice will be issued with an additional 10% late fee. RV on Call's quotes and invoices include costs for parts, labor, mileage, and travel time, and are inclusive of any separate transaction fees charged by payment services. More information is available via RV on Call's terms and conditions. RV on Call's web platform Wix.com uses the highest level of financial and data security and encryption. Wix.com is RV on Call's web hosting service and all payments via the platform are PCI, ISO, and TLS compliant, incorporating the highest levels of cardholder data protection, network security, and financial encryption. Visit our payments page for more information. Payment to RV on Call is made through Wix secure online payment (a link to the actual payment screen is included with the final invoice), or Paypal, Venmo, and Zelle. Paypal: paypal.me/RVonCall Venmo: @RVonCall Zelle: info@RVonCall.com
  • I don't see prices for your services. Do you have a list of standard pricing?
    We don't, and the reason is simple: When it comes to RVs, do not believe anyone who tells you one pricing size fits all. RVs are enormously varied and complex, from towable to motorized, 18-footer, to 40+ feet. Even the same make and model can have up to have up to half a dozen different floor plans which then have a different array of components and appliances. To use a familiar analogy, an RV is like a home on wheels, and typically a service provider for your home will generate a quote for you based on your specific service needs and your home's actual layout - the same should be true for RV service. The bottom line: Pricing varies even for routine jobs like cleaning and preventative maintenance depending on the type of RV (towable or motorized), the size, and the floor plan (i.e. layout). This is because the RV's type, size, and floorplan influences the number and configuration of systems (one or multiple slideouts or AC units), appliances (some units have washer/dryers, water filters, or external kitchens) and their size/complexity (standard water heater/furnace vs Aqua Hot). These variables all have an impact on how RV services are performed and time it takes to complete the job. In addition, some customers like to perform some of the work themselves, or would like us to teach them how to perform the service. This can also also impact the time it takes to complete a task (in either direction). So our solution is to provide customized written quotes for each customer based on their specific service needs and their specific RV make, model, and length. This is why we try to collect as much information as possible up front about the RV and the scope of work. We encourage customers to use our contact form which gives us insights about your RV and allows you to submit photos. Furthermore, if we are not familiar with a particular make, model, floorplan, or component, we will often research the unit in advance. This might mean calling the manufacturer or another service provider, or reviewing online documentation. We have yet to find an RV where there isn't some form of documentation available to give us insights into your issue. This data collection and quote-generation process takes more work for us on the front-end, but we believe it is the best way for a small mobile company to deliver service, and doing so benefits both parties equally. In summary, we generate customized quotes to ensure we understand exactly what service(s) you want, how your unit is laid out, and the systems involved. We do this so that 1) we can complete the work in as few trips to your location as possible (thereby reducing costs), and 2) to ensure your quote is the best possible reflection of overall costs - including any required parts and supplies; mileage/travel time; and the actual level of effort we think it takes to complete your task(s) based on our experience. Because we take such great care to provide accurate quotes, over 90% of our invoices are within 10% of the original quoted amount, giving you a very high level of predictability in terms of pricing. In some circumstances a job may take longer than expected to complete due to unforeseen issues discovered after we have begun to dig into the work. This mainly happens in complex repair, installation, or customization situations, and if we determine the work will exceed 10% of original quoted cost to continue we will get your authorization first. But again, these instances are rare because if we determine (based on your input and preliminary research) that a situation is potentially complex we will perform a diagnostics visit first so that we correctly identify all underlying issues and solutions. Please browse our services and contact us today and we would be happy to provide a quote for your next RV service need!
  • What are your hourly rates? Do you charge an additional service/travel fee to come to my location?
    RV on Call's quotes and invoices include the following costs: Labor at $120/hour; Parts and supplies as applicable; Mileage (based on the current year standard IRS mileage rate); Travel time ($60/hour); and NC sales tax. As noted below, we are required to charge sales tax according to the NC Dept of Revenue. The sales tax rate for Durham County is 7.5%. Repair, Maintenance, and Installation Services; and Other Repair Information The sales price of or the gross receipts derived from repair, maintenance, and installation services sold at retail is subject to the general State and applicable local and transit rates of sales and use tax. Repair, maintenance, and installation services is defined in N.C. Gen. Stat. § 105-164.3 and are sourced in accordance with the sourcing principles set forth in N.C. Gen. Stat. § 105-164.4B.
  • How do you calculate mileage and travel time? Why are they separate?
    Our service fee is based on mileage and travel time. They are separate because the cost of running a vehicle and the time spent traveling to a job are two separate calculations. More detail on these calculations and route selection is below. Mileage Costs Mileage accounts for wear and tear and the overall cost of maintaining a vehicle. The IRS currently sets a standard mileage rate of 65 cents/mile. This is based on a formula that determines the overall cost of owning a car in a given year. Travel Costs While mileage accounts for vehicle maintenance, it does not account for time spent traveling to and from jobs, and distance is not always a reliable gauge of time. As a mobile business, RV on Call provides a premium service by working at your location and so we do need to recover the costs of vehicle maintenance and the time it takes to reach a customer's destination. Route Selection In the Triangle region the saying goes, "There's at least three ways to get anywhere." In terms of choosing a route to your location, we will always select the fastest option in terms of time. RV on Call will select the route that Google Maps determines to be fastest at the time the quote is issued. If routes are within five minutes we will go with the one that likely has less stop-and-go traffic. The estimated travel time to and from the job site - as calculated by Google Maps - will be included in the quote and shown separately from the vehicle mileage rate. Lastly, we know that factors like traffic on the actual day of travel are outside our customer's control. We will not invoice for an increase in travel time due to heavy traffic or other unexpected road delays on the day of travel.
  • What should I expect on the day of service? I have specific instructions I want to pass along before work occurs.
    We will be in communication after a booking is made so that you know what to expect on the service day, ensure your rig is accessible, and capture any other details you want us to know in advance.
  • Are you a parts supplier? Can you get wholesale rates?
    Yes, we have commercial RV repair accounts with eight specialized RV suppliers. We are able to source parts and supplies at wholesale prices and our suppliers have very large inventories with multiple warehouses around the country, often allowing for next-day shipping. We rarely have situations where we cannot obtain the right part quickly - at a competitive price.
  • Do you come to my location? What if my rig is in storage?
    Yes we come to your location. We can perform some services if your unit is in storage, provided it is accessible. This will be addressed in the booking form for each service type and confirmed in email follow up after the quote is confirmed.
  • Who is RV on Call? What does this business do?
    RV on Call is a mobile RV services provider and e-learning platform. Our service area is Raleigh - Durham - Chapel Hill, North Carolina. We will be adding a services page, blog, and forum to the site menu which will give more detail and additional resources for RVers. RV on Call is a part-time business owned by Pete Sullivan, based in Durham, North Carolina. Learn more about Pete and the RV on Call approach and philosophy. Questions? Please reach out via the Contact Page and we will respond within 24 hours.
  • I need something that does not fall into one of the service types shown. Can you help me out?
    Let's talk. Please reach out via the Contact Page,
  • Is your work guaranteed?
    RV on Call takes pride in customer satisfaction. If you are not satisfied within six weeks of service please call and reason we will make it right. Additional charges for parts, labor, travel, or mileage will be determined on a case by case basis. Customers and site users should know that RVing is an inherently dangerous activity and RV on Call is not liable for personal injury, property damage, or financial loss. This is further described in our Disclaimer.
  • What are your terms of service?
    RV on Call's Terms of Service addresses rates and payment, ownership rights, indemnification and liability, and our satisfaction guarantee and can be found on the following page: https://www.rvoncall.com/terms
  • What are your privacy policies?
    RV on Call takes your privacy seriously and will not share information with third parties without your consent. Our privacy policies can be found here: https://www.rvoncall.com/privacy
  • Can I contact you after work is performed if I have questions?
    Services are deemed complete upon payment of invoice. However RV on Call will provide - at no additional cost to the customer - up to three additional 30 minute consultations remotely (either by text; email; phone; or virtual meeting) for a period of six months after work is performed, as needed for any instruction, follow-up, or technical support.
  • Your web site has a log in button. What is this?
    RV on Call site members get access to discounts, RV resources and tips, local camping and services, our private forum, and can post RVs for sale. See Membership Benefits for more and sign up today, registration is free!
  • What type of roof sealant do you use?
    RV on Call has received training on roof sealant products and methods and recommends the use of SikaFlex 715. Sika has been in business for over 100 years and specializes in products for residential, commercial, automotive, and RV, including roofing, waterproofing, adhesives and sealants. SikaFlex is recommended by both the National RV Training Academy and the National RV Technicians Association of America as a preferred solution for RV roof sealing. SikaFlex is semi self-leveling, meaning it will provide smooth dispensing and even surface coverage without running and creating low spots, which can occur with other popular self-leveling sealants. Another advantage is it is a low solvent compound. Most of the popular sealants are high in solvents, causing the product to evaporate over time and needing re-application. Sika does not need maintenance, it can be painted, and will stay flexible to avoid cracking in heat and cold. It has very good UV resistance and low VOC content for personal and environmental safety. One application of SikaFlex 715 is is guaranteed for the life of your RV's roof. For cleaning, a detergent-based or solvent base cleaner should be avoided because they can cause gassing and degrade the product. More information about SikaFlex
  • Can I see a list and description of all of your preventative maintenance services?
    Air Conditioner service Battery and electrical system testing Exterior seals conditioning Generator service Lubrication of hitch, compartment doors, and jacks Roof re-coating, patching, and re-sealing Exterior RV body re-sealing Roof re-sealing Slideout service Water system sanitization Wheel bearing greasing Winterization
  • Do you offer seasonal preventative maintenance packages?
    Pre-season De-winterization and Tune-up De-winterization Wash and wax Wheel bearing repacking Generator service Air conditioner service Battery and electrical system testing Lubrication of hitch, compartment doors, and jacks Mid-season Boost Wash and wax Water system sanitization Slideout service End of Season Winterization and Storage Winterization Wash and wax Water heater flush and sanitization Roof re-sealing Exterior seals conditioning
  • Can I see a complete list of all of your service types? (MOVE THIS TO GENERAL)
    Put this in general as a master list with the 12 headings Also include it as a link in the template boiler text for individual service pages Add to Booking page somewhere Add to FAQ header Then for each category have a list by category
  • For cleaning services, what parts of my RV will be cleaned? How do I learn more about what is included within each cleaning service menu item?
    We will offer several interior and exterior cleaning packages, as well as wax and detailing. We will soon publish a services page that provides an overview of all service categories. On our booking page we will include galleries and a complete list of cleaning work performed.
  • How are cleaning fees calculated?
    All cleaning fee prices are based on an RV length of less than 30 feet. We add 20% to the service cost for rigs over 30 feet
  • Can I get my RV's interior and exterior cleaned on the same day?
    At this time we are only able to accommodate one cleaining service booking per day. Our capacity to deliver more per day will grow as we expand as we expand into inspections, maintenance, and education services.
  • What type of wax do you use?
    RV on Call uses Chemical Guys Eco-Smart Waterless Wash and Wax, made from a carnuba compound that cleans, shines, and protects.
  • What cleaning products do you use? Do you use a runoff apron for exterior cleaning like some mobile car washes do?
    For interior and exterior cleaning we primarily use vingegar and mild biodegradable soap becuase as it is effective, inexpensive, non-toxic, and safe for interior surfaces, gelcoats, fiberglass, and roof rubber. Vinegar and phosphate-free soaps are recommended as a safe and natural choice for boat, RV and car cleaning and will not harm storm drains and local waterways. Various mobile car wash services will lay down an apron under the vehicle to capture water runoff. They use harsh chemicals in their cleaning process and so it becomes necessary for them apply a runoff capture apron and haul away runoff for proper dispoal. We do not use an apron as our runoff only includes vinegar and biodegradble soap. The products we use are consistent with RV care best practices and safe for the environment. Below is a list of resources related to RV cleaning, household hazardous waste, and environmental safety. Products we use in waxing, spot cleaning and sealing dry on contact. Stormwater-friendly car wash tips City of Eugene, OR. 2020. A Boater's Guide to Less Toxic Cleaning Center for Marine Conservation, US Coast Guard Marine Environmental Protection Division. Is Vinegar Safe To Use On Fiberglass? Senior Care 2 Share. What is the best cleaner for fiberglass? Benjamin Noah, Vintage Kitchen. 12/24/21. How to Clean Fiberglass Joan Clark, Tips Bulletin. What to use to clean the top of a rubber roof travel trailer? Best Summer Life What To Clean RV Rubber Roof With – What Really Works RVing with Family How to Clean and Disinfect Your RV ToGo RV. 12/18/20. Everything You Need to Know About Maintaining the Exterior of Your RV Mark Polk, ToGo RV. 9/7/20.
  • Your web site has a log in button. What is this?
    RV on Call site members get access to discounts, RV resources and tips, local camping and services, our private forum, and can post RVs for sale. See Membership Benefits for more and sign up today, registration is free!
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