# Who We Help: Owners, Businesses and Agencies

> OCRV Center works with four kinds of customers: households who own one rig, businesses running commercial fleets, owner operators whose vehicle is the storefront, and public agencies buying through purchase orders. The repair bay looks the same for all of them. The intake conversation, the paperwork path and the scheduling logic do not. These pages explain the difference.

Source: https://ocrv.biz/who-we-help/
Business: OCRV Center, 23281 La Palma Ave, Yorba Linda, CA 92887. (949) 799-3387. Serving Tustin, California.

## Why does the kind of customer change the repair?

The work on the panel is the same. Everything around it moves. A retired couple bringing in a Class A after a lane divider strike and a transportation director bringing in a school bus after the same impact need identical body labor, identical paint, identical structural verification. They need almost nothing else in common.

The couple is deciding whether to file at all, because a claim affects a premium and the deductible is real money out of a fixed income. They want to know where they will sleep for three weeks. They will make the decision themselves, at the counter, in one conversation.

The transportation director cannot decide anything at the counter. There is a purchase order to raise, a threshold above which a second quote is required, a fiscal year that closes whether the bus is fixed or not, and a route that has to run on the first day of the term regardless. Nobody is asking about sleeping arrangements. They are asking whether the unit will be back before the calendar turns.

Those two files get written differently, scheduled differently and communicated differently. Pretending otherwise is how shops lose both customers. The pages under this hub are organised around that reality rather than around the parts we replace.

## What are the four groups?

Twenty nine situations, sorted into four. Most people recognise themselves inside thirty seconds.

- **[Consumer and personal use](/who-we-help/personal-use/)**. One vehicle, owned by a household, used for recreation or for living in. Covers [individual RV owners](/who-we-help/personal-use/individual-rv-owners/), [camper and fifth wheel owners](/who-we-help/personal-use/camper-fifth-wheel-owners/), [Sprinter and camper van owners](/who-we-help/personal-use/sprinter-camper-van-owners/), [overland travellers](/who-we-help/personal-use/overland-adventure-travelers/), [vintage and classic enthusiasts](/who-we-help/personal-use/vintage-classic-rv-enthusiasts/), [full time RVers and snowbirds](/who-we-help/personal-use/full-time-rvers-snowbirds/), and [weekend and family campers](/who-we-help/personal-use/weekend-family-campers/).

- **[Commercial and business](/who-we-help/commercial-business/)**. Vehicles that carry revenue. [RV rental companies](/who-we-help/commercial-business/rv-rental-companies/), [fleet operators and managers](/who-we-help/commercial-business/fleet-operators-managers/), [delivery and logistics companies](/who-we-help/commercial-business/delivery-logistics-companies/), [construction companies](/who-we-help/commercial-business/construction-companies/), [towing and recovery operators](/who-we-help/commercial-business/towing-recovery-companies/), [property management companies](/who-we-help/commercial-business/property-management-companies/) and [beverage and food distributors](/who-we-help/commercial-business/beverage-food-distributors/).

- **[Owner operated business vehicles](/who-we-help/mobile-business-owners/)**. The vehicle is the business. [Food truck operators](/who-we-help/mobile-business-owners/food-truck-operators/), [medical and healthcare providers](/who-we-help/mobile-business-owners/mobile-medical-providers/), [pet grooming businesses](/who-we-help/mobile-business-owners/mobile-pet-grooming-businesses/), [coffee and beverage trucks](/who-we-help/mobile-business-owners/mobile-coffee-beverage-trucks/), [salon, spa and beauty operators](/who-we-help/mobile-business-owners/mobile-salon-spa-beauty/), [workshops and tool sales routes](/who-we-help/mobile-business-owners/mobile-workshops-tool-sales/), and [retail and event businesses](/who-we-help/mobile-business-owners/mobile-retail-event-businesses/).

- **[Municipal and government fleets](/who-we-help/municipal-government/)**. Public money, public accountability. [Cities and counties](/who-we-help/municipal-government/city-county-governments/), [school districts](/who-we-help/municipal-government/school-districts/), [fire departments](/who-we-help/municipal-government/fire-departments/), [law enforcement](/who-we-help/municipal-government/police-law-enforcement/), [public works](/who-we-help/municipal-government/public-works-departments/), [parks and recreation](/who-we-help/municipal-government/parks-recreation-departments/), [water and sewer utilities](/who-we-help/municipal-government/water-sewer-utilities/), and [transit agencies](/who-we-help/municipal-government/transit-transportation-agencies/).

## What does the first conversation cover?

Four things, in this order, regardless of who is calling. What is the vehicle. What happened to it. Who is paying. When do you need it.

The vehicle question is not small talk. Length, height, weight and whether it drives determine which bay it goes in and whether we can take it this week. A 35,000 square foot facility sounds like unlimited room until four diesel pushers arrive on the same Tuesday. Knowing the dimensions on the phone is how you avoid a wasted trip from Tustin.

The what happened question determines whether this is a collision file or a systems file. Those move on different clocks and are priced differently. A collision estimate carries no charge and insurance walk ins are welcome. An RV systems estimate covering slide, awning, water intrusion, electrical or generator faults is $150, applied as a credit against an authorized repair. An in depth diagnostic is 1 hour at $285, also applied as a credit. Those two are priced because they are hours of technician time, not a walk around.

The who is paying question splits the whole site. Carrier files go through [the insurance path](/insurance/). Retail files go through [the posted rate card](/prices/). Public agency files go through a purchase order, and we would rather see the PO requirements before writing the quote than reformat it afterwards.

## How does the paperwork differ?

A household file is short. Estimate, authorization signature, deposit if the job runs over $2,000, final invoice at pickup. Deposits are 50 percent above $2,000 with an additional 25 percent above $10,000, and card payments over $1,000 carry a 3.5 percent surcharge. Nothing leaves the property until the balance clears.

A commercial file adds an approval chain. The person who drives the truck is rarely the person who signs for the repair, and the person who signs is rarely the person who pays. We write estimates with unit numbers and cost centres on them for exactly that reason, so an invoice can be coded without a phone call.

A public agency file adds procurement. A quote has to survive review by somebody who has never seen the vehicle, which means line items, part numbers and labor hours rather than a lump sum. Our posted rates make that straightforward: body and paint at $210 per hour, mechanical and electrical at $260, diagnostics and programming at $285, detail at $95, with paint supplies at $55 per paint hour and body supplies at $5 per body hour, a $45 hazmat line and sales tax at 7.75 percent on parts and materials. Labor is not taxed. Every figure on our quote traces to that card.

## How is the schedule built when downtime costs money?

Capacity is finite and published: 50 to 150 repairs a month, 100 to 150 maintenance visits, roughly 20 collision jobs and 50 to 100 paint jobs, per OCRV Center's own throughput figures. A fleet of eighteen units cannot all come in on Monday. That is arithmetic, not reluctance.

What works is sequencing. We split a fleet into waves sized to the paint booth rather than to the parking lot, so units come back in a usable order instead of all at once at the end. For an operator with a spare unit, the spare rotates through the wave and nobody loses a route. For an operator without one, we start with the units whose damage is closest to putting them out of service.

Seasonal customers get the inverse treatment. A snowbird leaving before the desert heat, a rental company facing a booking peak and a school district with a summer window all have a hard date and a soft start. Those jobs get booked backwards from the deadline, with parts ordered before teardown wherever the part is identifiable from photographs.

Hours are Monday to Friday 8:00am to 5:00pm and Saturday 9:30am to 3:00pm. Everything happens in the shop, where the lift capacity, the booth and the equipment are.

## What if you fit more than one of these?

Many people do, and it usually does not matter. A contractor whose service body truck works all week and whose travel trailer goes out on weekends is two customers with one phone number. Read both pages. Take the paperwork advice from the commercial one and the scheduling advice from the personal one.

Where it does matter is insurance. A vehicle titled to a business, wrapped with a business name and used to generate income is a commercial risk, and a personal auto policy will frequently decline it. That surprise arrives at the worst possible moment, which is after the accident. If you are not certain which side of the line your vehicle sits on, the [insurance section](/insurance/) is worth twenty minutes before you need it.

If none of the twenty nine descriptions fits, call anyway. The taxonomy exists to make the site navigable, not to define what we will take. We are still going to ask the same four questions.

## Questions

### Do I need to pick a category before I call?

No. The groups exist so the site is readable, not as a form to fill in. Describe the vehicle and what happened to it and the right path becomes obvious in the first minute of the conversation. Nobody is going to send you back to the website.

### Do commercial customers get priority over individual owners?

Not by default. A vehicle that is somebody's only home is treated with the same urgency as a truck losing a route. What genuinely moves a job up the queue is a hard external deadline, a documented deadline beats a stated preference, and that applies to households and fleets equally.

### Can a business set up an account with terms?

Talk to us about it. Repeat commercial and agency customers who run multiple units through the shop are handled differently from a one time retail visit, including how estimates are formatted, how units are tagged and how invoices are coded. That conversation happens before the first unit arrives, not after.

### Where is the shop and how far is it from Tustin?

The shop is at 23281 La Palma Ave in Yorba Linda, and Tustin is inside the area we serve. From central Tustin the usual route is the 55 north to the 91 east, generally twenty five minutes in a passenger vehicle and longer in something forty feet long. All work is performed in the shop.

### Do you work on vehicles that are not RVs?

Yes, and it is a large share of the work. Box trucks, cargo vans, buses, refuse trucks, service bodies, food trucks and municipal equipment all come through the same bays. The equipment that makes a forty foot motorhome practical is the same equipment that makes a transit bus practical.

## Related

- [Consumer and Personal Use](https://ocrv.biz/who-we-help/personal-use/)
- [Commercial and Business](https://ocrv.biz/who-we-help/commercial-business/)
- [Mobile Business Owners](https://ocrv.biz/who-we-help/mobile-business-owners/)
- [Municipal and Government Fleets](https://ocrv.biz/who-we-help/municipal-government/)
- [Vehicles We Repair](https://ocrv.biz/vehicles/)
- [Services](https://ocrv.biz/services/)
- [Insurance Help](https://ocrv.biz/insurance/)
- [Prices and Posted Rates](https://ocrv.biz/prices/)
- [Request a Quote](https://ocrv.biz/contact/)