RV repair shop en route to more business during pandemic-induced family travel patterns

In August alone a record-setting 39,486 new RVs rolled off dealer lots, marking a 17.3 percent increase over the sales figures posted in August of 2019.

“The RV industry has experienced strong consumer growth over the past 10 years, but the recent soar in consumer interest in RVing driven by the COVID-19 pandemic has led to a marked increase in RV shipments,” reports Craig Kirby, president of the Recreational Vehicle Industry Association (RVIA). “People turn to RVs as a way to have the freedom to travel and experience an active outdoor lifestyle while also controlling their environment.”

Among the standout specialized repairers serving the needs of these modern-day nomads is Ultimate Collision & RV of Peoria, Ariz. – a Phoenix suburb famed for its 23,000-acre Lake Pleasant Regional Park, “a true oasis in the desert” featuring two marinas for boating, fishing, water skiing, kayaking, camping and scuba diving.

“At Ultimate Collision we know how frustrating it is when your RV gets damaged,” notes Tino Escobedo Jr., who owns the shop along with Sunny Singh. Tino Escobedo Sr. is the production manager with 40 years of paint & body experience, joining his son in leading a staff of 30 skilled workers.

“Even a minor repair can become a big pain when you are traveling or storing your RV at home or in a remote location,” Escobedo Jr. points out.

A 5-star Google rating, I-CAR Gold Certification and VeriFacts VQ (Verified Quality) status confirms a commitment to meeting and exceeding the expectations of an on-the-go clientele.

“Our team goes the extra mile to ensure that the customer drives away delighted in the service that they received and the condition of their repaired vehicle,” Escobedo Jr. says. “Customer service is our No. 1 priority, and every vehicle is meticulously inspected before being returned to its owner.”

RV repairs, restorations and modifications are offered along with services for all vehicle sizes and styles, including autos.

Generating an average RV repair ticket of $10,000, fixing a camper can be pricey with cascading tasks to be tackled. For example, a heavy limb crashing down across the roof can necessitate addressing a smashed vent and damaged air conditioning unit along with a crumpled up-top body panel.

Situated on a 2.5-acre lot with 20,000 sq. ft. of covered work space containing state-of-the-art equipment capable of fixing any car, truck, SUV or RV, the partners have recently purchased 6.4 acres just down the road for a future location hosting a 60,000 sq.-ft. indoor facility.

“We are currently working with architects and developers to draft our new shop with functionality and ease of access in mind,” says Escobedo Jr. “We will be able to complete the entire repair process indoors and further streamline our already seamless repair process.”

Setting the business apart from competitors “is our practice and understanding that the best way to earn business is to treat every customer with respect and integrity.”

This policy of always putting the customer first includes establishing upfront expectations. “Customers are kept informed about the status of their vehicle throughout every step of the repair process,” he says. Each repair comes with a lifetime warranty for the duration of vehicle ownership.

“If the repair is being paid by the insurer, once the claim is started we work with the insurance companies to minimize the inconvenience to our customers.” Six direct repair programs (DRPs) are utilized: Geico, Amica, State Auto, Common Wealth, Safe Auto and Fleet Response.

“As with any healthy relationship, we focus on honesty and transparency with all the insurance providers we work with. Becoming a preferred shop for an insurance provider is a privilege that we take very seriously,” according to Escobedo Jr.

“We guarantee every repair and aim for the greatest possible customer experience. We receive repeat business and referrals from our customers and insurance providers/agents due to our consistency and attention to detail,” he says.

“One of the most satisfying aspects of working at Ultimate Collision is repairing a customer’s vehicle back to like-new condition,” Escobedo Jr. adds. “Seeing someone who was distraught when they dropped off their vehicle, then beaming with excitement when they receive their vehicle back makes it all worth it.”

Teaching, training and coaching

A Verified Quality (VQ) designation from VeriFacts Automotive – obtained in June -- confirms that the shop adheres to the highest of vehicle repair standards. Not only do the VeriFacts coaches teach and train, but they also perform unannounced on-site visits to verify technician repair skills, methodologies and overall quality processes.

“VeriFacts Automotive provides a valuable service to our team,” says Ultimate Director Scott Amrine. “It’s a big benefit to have a third party provide the training and inspect our repairs for us. They can go a lot further than our production management team can go.”

According to VeriFacts Vice President of Operations Bill Romaniello, Ultimate’s participation in the program “is testament to their commitment to excellence and continuous improvement.”

The provided advice assisted the shop in creating an efficient and accurate weld-testing process. “This ensures that every weld we make is done correctly and documented. They have worked with our technicians on using the proper products for corrosion protection to meet each OEMs requirements and proper application techniques,” says Escobedo Jr.

“Their coaches even inspect our paint quality. All of this makes our technicians the best that they can be, ensuring the safest, highest-quality repairs for our customers,” he emphasizes. “VeriFacts VQ repair facilities are known to be among the most reputable in the collision repair industry, and we are humbled and proud to be included in that elite group.”

The father and son Escobedo duo established Ultimate in 2014. Soon after they pursued Honda certification, calling upon VeriFacts for the training and coaching needed to meet the automaker’s standards.

Certification from Ford is another achievement, and they are working on earning additional OEM certifications.

“Our technicians are qualified to work on any vehicle and have the proper tools and training to do the job correctly,” says Escobedo Jr. “This is one of the benefits of partnering with VeriFacts Automotive. They make sure that all our technicians are using the proper tools and procedures recommended by the vehicle manufacturer.”

Repairs, restoration and customization

A 60-foot paint booth is a key element of the state-of-the-art facility, which offers restoration and customization projects in addition to full-service maintenance. “We have top-of-the-line equipment, including premium Prospot welders and a Chief frame repair system,” he says. “There is no job to big or too small for us to handle.”

Value and respect

“We are able to maintain a positive relationship with our parts and materials vendors by being consistent. We firmly believe that consistency is the key to success in this industry on multiple levels,” Escobedo Jr. continues.

“If you pay vendors consistently, purchase consistently and communicate effectively on a consistent basis, parts and material vendors will want to do business with you,” he notes.

“We also maintain a level of respect for all vendors and the products that we receive. From everything from paint and primers to parts, we only use the highest quality products from reliable manufacturers like Axalta and 3M. We hold our vendors to that same standard and we ask that they hold us to the same standard,” says Escobedo Jr.

“As with any healthy relationship, we focus on honesty and transparency with all the insurance providers we work with,” he further explains.

“Becoming a preferred shop for an insurance provider is a privilege that we take very seriously. We guarantee every repair and aim for the greatest possible customer experience. We receive repeat business and referrals from our customers and insurance providers/agents due to our consistency and attention to detail,” Escobedo Jr. reports.

Qualified employees are recruited by offering a mentorship program and a complete training curriculum “to help them grow and progress in their careers,” he says, adding that “each employee serves a very critical role in the repair process, and we treat them with value and respect. Most employees refer to Ultimate Collision as their second family.”

Frequent company-wide lunches and other events are conducted. “We have worked hard to create an environment where our employees feel valued and appreciated. This in return incentivizes our employees to work hard and do their best on every repair, and to repair each car as if it belonged to their family,” says Escobedo Jr.

“At Ultimate Collision we know that a happy, motivated employee will produce the best results,” he points out, “all with safety and customer satisfaction as the goal.”

Escobedo Jr. goes on to observe that “we believe in the power of word-of-mouth marketing and we receive referrals and repeat business from very satisfied customers. We have worked hard to establish and maintain a great reputation in our marketplace.”

“We have a great reputation in our market, which is so important for a family owned business. Our No. 1 goal is always that every customer leaves our shop totally satisfied,” according to Amrine, the shop’s director.

“We have been blessed that despite the COVID-19 situation we have had plenty of repair work and have been able to keep our entire staff working,” he adds. “We believe in the power of word-of-mouth marketing and we receive referrals and repeat business from very satisfied customers. We have worked hard to establish and maintain a great reputation in our marketplace.”