REV Ambulance Group – Operational Guide
This article provides step-by-step guidance for ordering spare parts, requesting exchanges or returns (RMA), and submitting repair or warranty requests for REV Ambulance Group ambulance brands, including AEV, Horton, Leader, Road Rescue, and Wheeled Coach.
This guide is intended for:
- EMS agencies and fleet managers
- Dealers and service centers
- Internal service and parts agents
1. Before You Contact Us (Required Information)
To ensure fast processing, please have the following available:
Vehicle Information
- Brand (AEV / Horton / Leader / Road Rescue / Wheeled Coach)
- VIN
- Unit or fleet number
- In-service location (City/State)
- In-service date (if warranty-related)
Part or Issue Details
- Part number (if known)
- Description of the part or system
- Photos (recommended for identification)
- Serial number (if visible)
- Quantity needed
- Vehicle status (In service / Limited / Out of service)
Incomplete information may delay processing.
2. Ordering Spare Parts
Step 1 – Identify the Correct Part
If you know the part number:
- Submit the part number and quantity required.
If you do NOT know the part number:
- Provide VIN and detailed description.
- Include clear photos (close-up + wide angle).
- Identify system area (Electrical, HVAC, Doors, Lighting, Cot Mount, etc.).
Our team will confirm compatibility before processing.
Step 2 – Availability & Lead Time
You will receive:
- Confirmation of part number
- Stock availability
- Estimated ship date
- Shipping options (Standard / Expedited / Critical)
If an item is backordered, we will notify you with estimated lead time and alternatives if available.
Step 3 – Order Confirmation
Once approved, you will receive:
- Order reference number
- Parts list and quantities
- Shipping method
- Tracking details when shipped
3. Exchanges & Returns (RMA Process)
An RMA (Return Merchandise Authorization) is required before returning any item.
When to Request an Exchange
- Incorrect part received
- Defective part
- Shipping damage
- Warranty replacement
When to Request a Return
- Part ordered in error
- Not needed (within allowable window)
RMA Requirements
Provide:
- Order number or invoice
- Reason for return
- Photos (required for damage/defect)
- Serial number (if applicable)
- Installation status (installed / not installed)
Returns without an RMA may be refused.
Exchange Process
- RMA issued
- Replacement part shipped (if eligible)
- Original part returned per instructions
- Inspection completed
- Case closed
Advance exchanges may require a temporary authorization until core is returned.
Return Process
- RMA issued
- Item shipped back in original packaging
- Inspection upon receipt
- Credit processed (if applicable)
Restocking fees may apply based on condition and timing.
4. Repairs & Technical Support
If a Component Has Failed
Provide:
- VIN
- Detailed symptom description
- Photos or video
- Error codes (if applicable)
- When issue began
- Vehicle operational status
Repair Pathways
A) Parts Replacement (Field Repair)
We confirm correct replacement part and ship directly.
B) Dealer or Service Center Repair
We coordinate with:
- Authorized dealer
- Factory service
- Mobile service (where available)
For vehicle-out-of-service units, please indicate urgency.
5. Warranty Support
Warranty coverage depends on:
- In-service date
- Component type
- Installation conditions
- Failure analysis
Required for Warranty Review:
- VIN
- In-service date
- Photos
- Serial numbers
- Failure description
Approval must be obtained before performing warranty-covered repairs unless otherwise instructed.
6. Shipping & Delivery
Shipping options:
- Standard Ground
- Expedited
- Critical Overnight (for vehicle-down situations)
Provide:
- Complete ship-to address
- Contact name
- Receiving hours
- Dock restrictions (if applicable)
Tracking details are sent upon shipment.
7. Vehicle Out of Service (Priority Handling)
If the vehicle cannot respond to calls:
Please clearly state:
“VEHICLE OUT OF SERVICE”
Include:
- Nature of failure
- Safety impact
- Temporary workaround (if any)
These requests are prioritized for fastest possible resolution.
8. Packaging & Return Guidelines
- Use original packaging when possible
- Protect sensitive components (electrical modules, displays)
- Include RMA number clearly on box
- Do not return hazardous materials without prior instruction
Improper packaging may delay credit processing.
9. Frequently Asked Questions
How do I find my VIN?
VIN is typically located on the chassis plate near the driver compartment or inside the door jamb.
Can I return a custom-built part?
Custom or special-order parts may not be returnable unless defective.
How long does an RMA take?
Processing time depends on shipping and inspection. Typical turnaround begins once item is received.
Can I install warranty parts before approval?
No. Warranty authorization must be confirmed unless instructed otherwise.
10. Contacting Support
Submit requests via:
- Parts & Service online form
- Authorized dealer
- Direct support email
- Phone (for urgent vehicle-down situations)
Always include VIN for faster service.
Operational Commitment
REV Ambulance Group supports emergency response agencies with priority-driven parts and service processes designed to minimize downtime and maintain operational readiness.
If additional clarification is required, please reference your ticket number in all communications.
- Parts Identification sub-flow:
- warranty authorization is required before proceeding