Payment Policies
Version 3.1
Updated 5/6/25
Our Service Values
1. Transparency
We are 100% transparent about our rates and prices. We don’t have a single hidden fee. If you have any questions about why we charge what we charge, you can probably find them here.
2. Fairness
Your money isn’t funding our private yacht collection. We charge you a fair price for responsive, mobile, expert service – and we pass that on by paying our technicians and crew members a fair, competitive wage. You’re supporting local, real people. Thank you!
3. Flexibility
We designed our payment structure to offer you maximum flexibility. Whether you’re looking for general RV handyman work or expert retrofit installation, we have you covered.
4. Quality
Our payment structure incentivizes quality and service over raw speed. We don’t get paid twice if we mess up. We don’t make money on unnecessary follow-up calls. We don’t stretch out time for diagnostics. We want to do your job right the first time.
Mobile Hourly Rate
See our Rates page for our current hourly rate[s]. Promotions or adjustments may affect these rates.
This is an hourly rate billed by the amount of time spent at your location diagnosing and repairing the service issue[s]. It starts when we arrive on site and ends once we complete the repair, explain our work, and clean up the job site and our equipment.
The hourly rate covers the cost of one (1) RV technician or crew member at your location. We have an incrementally higher hourly rate when two (2) technicians are present on the service call.
We charge one (1) hour minimum per service call. Afterwards, we round to the nearest quarter-hour.
If we finish our initial job within an hour, we will spend the remaining hour with you answering questions, inspecting your RV, or otherwise making ourselves valuable. You paid for an hour; you get us for an hour!
Full-day and multi-day engagements may be priced at a lower hourly charge, per-day, or per-project.
Further Details
- Hourly labor rates are higher for insurance and warranty work. Any billable hours or fees not covered under your policy will be your financial responsibility, due immediately.
- We don’t charge Service Hourly Rates for our mistakes. If we make an unforced error such as forgetting a common part, additional time is on the house.
- Evening and weekend service is available for an additional flat charge per service call.
- The 1-hour minimum (usually) applies to each Service Call. If we are required to come to your location multiple times, you will be billed a minimum of 1 hour each time unless otherwise stated.
For many projects, we may also charge by the industry-accepted book rate. Currently, we use the 2023 Spader (NCM) RV Flat Rate Manual. We are happy to provide book rates upon request.
Shop (Service Center) Hourly Rate
See our Rates page for our current hourly rate[s]. Promotions or adjustments may affect these rates.
This is hourly shop rate, per man-hour, billed by the greater of the 2023 Spader (NCM) Flat Rate Manual or actual time-on-task spent diagnosing and repairing the service issue[s].
We charge minimum 8 hrs per service bay appointment and 1.5 hrs per parking lot “pop in” appointment and bill every quarter-hour (15 minutes) thereafter.
Full-day and multi-day engagements may be priced at a lower hourly charge, per-day, or per-project.
Further Details
- Hourly labor rates are higher for insurance and warranty work. Any billable hours or fees not covered under your policy will be your financial responsibility.
- You will be asked to sign a Release of Liability form for your RV for all service center appointments.
Trip Fee / Mileage
See our Rates page for our current trip fees and mileage rates. Generally, these are only applicable to mobile service calls.
We charge a variable trip fee based on driving distance from our home base in Somerset, Pennsylvania. There is a minimum trip fee regardless of distance.
We only charge for the one-way trip to you, not the return trip.
If we are required to come to your location multiple times, we will bill multiple trip fees. For instance, if we diagnose your air conditioner as irreparable for the first trip, we will charge a second trip fee when returning to install a new air conditioner.
Return trip fees may be discounted up to 50% if the return trip is within our immediate local area (~10 miles) or at the Company’s discretion. We work over a very wide service area, so we try to charge fair and reasonable mileage rates, especially for short return trips.
Further Details
- Trip fees may be higher for insurance and warranty work.
- Be aware that most warranty claims require at least two visits: one for diagnosis, one for repair after claim approval.
- We don’t charge Trip Fees for our mistakes or “learning time.” If we were to forget a common part, for instance, we wouldn’t charge a trip fee for the extra scheduled call.
- We use Google maps for the mileage calculations. Our home base in Somerset, PA will be chosen as the starting point.
- Our rate is set to compensate the technician for travel time, fuel, and other incurred expenses.
If your location is farther than 100 miles from our location, please contact us for a custom quote.
We do not offer free site visits or inspections.
High-clearance or 4WD roads may cause issues. Please ensure we can safely reach the location of your RV! Let us know the road conditions and access rules when submitting your Service Request.
Estimates
- We are happy to provide informal, non-binding “guestimates” over the phone. (We’re usually fairly accurate.)
- A line-item quote, showing all major materials and labor, is included for any service exceeding $2,000.
- A formal Time & Materials quote, or one based on the Spader (NCM) Flat Rate Manual, can be prepared for any job for a fee of $35.
Other Fees
See the list below for all other current fees and charges.
Some fees are sliding/variable based on the size of the project or at the company’s discretion.
Further Details
- RV storage fees: $50/day indoor, $15/day outdoor
- Emergency/after-hours fee: $25 – $75
- Sanitation fee (for waste tank/dirty plumbing jobs): $25 – $50
- HVAC appliance disposal fee: $25 – $50
- Claim processing fee: $25 – $75 (see Warranty Claims below), due upfront.
- Per diem (for overnight multi-day mobile jobs outside of our standard service area): $120/night per person
- Cancellation within 1-24 hours: Trip fee
- Cancellation of warranty claim: see Warranty Claims below
- Parts restocking fee: See Parts Policy below
Warranty and Insurance Claims
If you haven’t already, please read the FAQ, “Do you process warranty claims?”
We do not process most RV Factory or OEM warranties (call for details). However, we do process extended warranty and ESP claims through most providers.
Warranty labor rates are higher than our standard hourly rate. Please see Rates and Services for our current warranty shop rate. This is necessary for the extra administrative work required to process a warranty claim and communicate with our customers. Labor for warranty claims is calculated by the actual time-on-task or Spader Flat Rate Manual book hours, whichever is higher.
We accept a minimum security deposit to queue or begin certain insurance or warranty work. This security deposit is required for more involved or lengthy projects. If a claim is cancelled, we will refund you the security deposit minus the Claim Processing Fee, which is approximately 10% of the quoted project value (up to $75 maximum), and minus any other labor charges or fees incurred (such as a diagnostic visit).
We charge a flat Claim Processing fee to our customers for accepting larger insurance or warranty work. We like to work quickly and efficiently; unfortunately, we can’t say the same about most insurance and warranty companies. Therefore, we charge a Claim Processing Fee to our customers to cover the additional administrative work of submitting or processing a warranty or insurance claim. This fee is non-refundable even if the claim is cancelled or rejected. (Sorry!)
Warranty claims normally require at least two service calls (billed separately, paid at the conclusion of each service call): one for diagnosis, one for repair once the claim is approved in part or in full by your policy provider. We do not offer free site visits or inspections.
You are responsible for any fees or charges not covered by the terms and conditions of your warranty policy! It is your responsibility to understand the limitations of your policy and your financial responsibilities. Check our FAQs for our advice for questions to ask your policy provider.
If you cancel a claim in-progress or decide not to submit a claim after or during our initial visit, we will charge you the standard hourly rate and mileage fees thus incurred for all travel, diagnostics, parts, labor, and fees. Full payment (beyond what is covered by the security deposit) is due immediately.
Parts Policy
We do our best to stock common items, but with the bazillions of RV brands on the road, obtaining the correct part sometimes requires us to order it.
When possible, we will order and pick up the parts locally. Else, we will source the parts from our supply chain network. We can usually get a part within 48-72 hours.
We stand behind our parts and service. Therefore, we can only warranty parts that we purchase and install. We reserve the right to refuse to install customer-supplied parts or to waive warranty coverage. In general, customer-supplied parts are excluded from our warranty and are installed as-is.
Custom ordered parts over $100 require payment upfront. Once you pay for the part via a retainer invoice, we will order it.
If parts are needed to complete your repair, we will schedule a follow-up appointment. See information on Trip Fees for billing rates.
If a job is canceled after parts are ordered, we will ship those parts to you at actual shipping cost plus $35. If you wish to return the parts, a 20% restocking fee and return shipping charges apply. Your refund will be the amount remaining after all charges are deducted.
Consultations
If you simply have a technical question but do not require a Technician in person, we do offer some limited tele-assistance. If you are trying to diagnose a problem, we highly recommend a multimeter!
Our standard consultation hourly rate is $150 an hour. We bill in 15-minute increments and a minimum of 60 minutes.
All voice consultations are via Google Meet or Zoom video chat. We’re Android people, not Apple (no Facetime, sorry).
Payment Policy
- Payment is due at time of service for each trip. We do not offer extended payment terms; full payment must be made once the Service Call is complete.
- If multiple trips are required, each trip is to be paid for at the time of service.
- We accept cash, debit cards, credit cards, personal checks (with driver’s license and/or bank or funds verification), certified and cashier’s checks, PayPal, and Venmo.
- We will email you a receipt showing the breakdown of what’s being charged by Trip Fee, Labor, Parts, Shop Supplies, Taxes, etc.
- Labor and/or parts may be subject to sales tax depending on location and type of service. We are required to collect and remit this sales tax.
Cancellations
- We ask all our customers to keep us informed and updated of any scheduling changes – and we will do the same! We will work with you to re-schedule your appointment for the next available time slot.
- If you cancel your appointment within 24 hours and do not reschedule, you will be charged the minimum mileage fee or the current mileage rate up to whatever distance the technician has already traveled, whichever is greater.
- Customers who cancel appointments within 24 hours may be requested to provide payment upfront before scheduling the next service call.
- For cancellations of warranty or insurance claims, please see “Warranty and Insurance Claims” above.
- For parts refunds due to cancellations, please see our Parts Policy.
Scheduling
- We try to schedule as accurately as possible, but as you can imagine, things can change rapidly in this business! Weather, part shortages, cancellations, flat tires, traffic, a PEX fitting hidden away in the bowels of the RV underbelly … it’s Murphy’s law! So we appreciate your patience.
- For mobile service calls, we provide a day and general timeframe accurate within +/- 1 hr. If we anticipate a change to the schedule, we will alert you as soon as possible! In the rare instance a reschedule is required, we will also contact you as soon as possible.
- For shop service calls, we will provide an estimated 3-day pick-up window. We will update you if this window changes.
