Relying on decades of industry experience, Duncan RV Repair technicians perform specialized and routine service on motorhomes and other recreation vehicles.
By Mark Quasius, F333630
December 2016
Elkhart, Indiana-based Duncan RV Repair specializes in creating a fresh look for motorhomes and other recreation vehicles — an alternative to purchasing a new RV. The company has experienced phenomenal growth since its launch 10 years ago.
The Beginning
The roots of Duncan RV Repair have twisted and turned through the RV industry for several decades. Ron Duncan began his RV career in 1967 when he went to work at the Swinger motorhome factory in Elkhart. In 1970 he became part owner of Sprinter RV, a fifth-wheel manufacturer that eventually expanded into building motorhomes. In 1984, when Sprinter was sold to Mallard Coach, Ron started Sunland RV, a manufacturer of micro-mini motorhomes built on Toyota chassis. Ron also manufactured Starchase Traveler motorhomes for the 1989 and 1990 model years.
Woven into that timeline is Duncan RV Repair, which was started in 1986. Eventually, the repair business was phased out when Ron established Duncan Systems, an RV windshield and glass replacement facility.
Duncan Systems achieved considerable growth and monetary value, raising initial sales of $300,000 to more than $20 million by offering customers nationwide windshield repair in a timely manner, warranting workmanship for the duration of ownership.
Duncan Systems was sold in 2006, and Ron returned his focus on RV repair. Duncan RV Repair has been growing ever since.
The Repair And Service Business
Duncan RV Repair is known for performing major RV repairs that many facilities are not equipped to handle, including collision and frame work. This has led to a number of trusted relationships with insurance companies such as State Farm, GEICO, Nationwide, and Farm Bureau. Duncan is the authorized go-to service center for Progressive Insurance, and RVs are sent to them from up to 1,500 miles away. Water damage repairs also are part of the company’s regular routine.
In addition to its repair business, Duncan also specializes in total RV service. This includes performing routine maintenance and repairs. It is an authorized service center and vendor for Dometic, Thetford, HWH, Aqua-Hot, Winegard, Onan, and a host of other suppliers. In addition, the company renovates and upgrades existing RVs with modern equipment and interiors.
The Secrets To Success
The secret to any successful venture is having good employees. Elkhart has been called the RV capital of the world, and many talented and experienced individuals reside in the area. Because of the current RV economic boom, however, companies are finding that they have more jobs than qualified people to fill them. Duncan has not been impacted by this dilemma. Ron commented that he believes he has some of the best workers in the industry.
It begins with the front-office employees, who are the initial point of contact with customers, as well as the backbone of the operation. Duncan RV employs 10 certified RV technicians, two body repairmen, and a number of painters, for a total of 21 employees. Each customer is assigned a technician when they bring in their unit. Additional techs may be used to assist with larger tasks, but the assigned tech remains with the project until completion and has a one-on-one relationship with that particular client. Ron takes pride in having happy and satisfied customers.
Another need: parts. As the RV industry has evolved, numerous RV brands are no longer manufactured, resulting in “orphaned” vehicles, and parts for these vehicles may not be easy to obtain. Duncan employs four purchasing agents who specialize in finding parts for discontinued RVs. They often locate them at salvage yards throughout the United States.
Sometimes, despite a search, tooling or parts can no longer be found for an obsolete model. In these cases, Duncan techs create tooling to re-create a part from scratch.
Duncan also specializes in a number of techniques to repair fiberglass and body damage. Creating custom molds, sidewall replacement, and a Filon replication roller are part of their arsenal.
The Facility
The company’s 40,000-square-foot service center has 17 service bays. With a bit of planning, 19 RVs can be placed inside. In addition, the 1,400-square-foot, state-of-the-art downdraft paint booth is capable of handling multiple custom paint jobs. Outside storage and parking are plentiful.
Twenty complimentary campground sites offer water and 50-amp electric hookups for Duncan customers, and a dump station and propane filling station are nearby. The customer lounge has a family atmosphere and is pet-friendly.
Vince Wynn is the facility’s general manager. “Vinny” began his RV career in 2000 in paint and body. He worked for Monaco and has extensive experience in collision repair, fiberglass repair, and custom paint operations. He also is a certified DuPont refinisher.
Vinny said the most enjoyable part of his job is when a customer presents him with a seemingly impossible project that, when completed, has the RV being put back in A-1 condition.
The Future
Mirroring the RV industry, Duncan RV Repair is growing. Ron expects to see $4 million in revenue within the next three to four years and has plans to expand into additional locations. He says that a large percentage of the company’s business comes from return customers who won’t let anyone else touch their RVs. The combination of routine service and repair, coach upgrade projects, and the ability to repair aging coaches or units with extensive collision damage make Duncan RV a total solutions provider.
Duncan RV Repair, 29393 Old U.S. 33, Elkhart, IN 46516; (888) 738-6226; (574) 296-7555; www.duncanrvrepair.com.