Frequently Asked Questions (FAQ)

Why should I choose Wheels In Motion?

I started Wheels In Motion because I believed the main obstacle to cyclists servicing their bikes was getting their bikes to the shop, either due to lack of time or lack of a way to transport the bikes.  I had an idea for a bike repair business, focusing on full package Tune-Up services, offering free home pick-up and delivery and one-on-one, personalized service.  I know my customers and their bikes … and they know me.  

Once the local bike shop in Kemptville closed for business, I opened my doors to walk-in customers and, as word of mouth is spreading, I’m busier and busier each season.  Most customers are shocked to find out that I have a full bike repair shop and a great customer area!

I don’t believe in charging for services not required and, at the same time, if I do see something wrong that I feel can and should be easily fixed, I will do it more times than not for free. Safety, quality, reasonable prices and the best possible customer experience are important to me!  

Do you provide a “mobile repair” service? For example, if I get a flat tire, will you come to my house and fix it?

I do not offer “mobile repair” service because, as a one-person operation, I do not honestly have the resources (i.e., time) to provide such service.

What is the best way to reach you?

Via email.  Because sometimes emails end up in the Internet Service Provider’s spam folder on the server, please call or text 613.276.5216 if you do not receive a response within 2 working days.

What information should I provide when I email you?

Good question!  Please try to provide the below details to the best of your ability:

-  Your pick-up/delivery address (if applicable), contact phone number and email address.  

-  The make and model of your bike (if available).

-  What service you want.

-  Any issues you’re having with the bike (Example: doesn’t shift properly, front or rear brakes don’t work, I want a rack or fenders added to my bike etc.). 

What are your hours of operation?

**Due to Covid-19,  service is by appointment only.  Ottawa (city) pick-up & delivery is cancelled for the season**

I am a one-person operation so my schedule gets a little crazy!  I pick-up and deliver bikes Tuesday evenings in Ottawa in the Spring beginning at 7 p.m. and work afternoons and nights throughout the week and weekend. Therefore the hours are as follows:

Spring/Summer walk-in:  Wednesdays and Fridays, 4-6:30 p.m. and Saturdays, 12-2:30 p.m. 

Late Summer/Fall walk-in:  Wednesdays, 4-6:30 p.m. and Saturdays, 12-2:30 p.m. 

Late Fall/Winter walk-in:  Email or call for an appointment.  

What is your turnaround time for Tune-Ups?

Typically it’s about 1-2 weeks from pick-up, depending if any parts must be sourced.  

If I request a Tune-Up Plus but you find my bike really just needs a Tune-Up, must I still pay the higher price?

This happens a lot and the answer is a resounding “No!”  You will always pay for the cheaper service if that’s what is needed. Again, I don’t believe in charging customers for service they do not need!

Do you provide Tune-Up Plus service year-round?

Tune-Up Plus service, if needed, is highly encouraged during off-season if the bike isn’t being ridden during winter and because also, quite honestly, if I’m completely taking a bike apart and rebuilding it, I like to have extra time to ensure it gets the love and attention it should have!

I heard my bike will be cleaned, is that true?

If you purchase a tune-up, yes!  Your entire bike is first cleaned and degreased, including the drivetrain (crank, chain, front & rear derailleurs) before any work is done.  Many local bike shops are now offering a drivetrain cleaning service but it will cost you $30-$45 minimum on top of your tune-up price whereas I have included it for free since my first day of business!  Bikes that are very dirty and greasy will be charged $10-$15 extra, depending on severity, in order to cover the extra time and cleaning supplies.  Your bike is also polished after servicing.

Is there anything I should do before you pick-up or deliver my bike or I bring it into the shop?

Yes.  Please remove all locks, bags, lights etc. 

For pick-ups and deliveries, ensure there is a clear and safe path to your front door or garage i.e., walkways shoveled and salted in the winter, no trash cans or other obstacles blocking the path etc. If I feel the situation is unsafe, I reserve the right to request you bring the bike to, or retrieve it from, my vehicle. I will not enter a customer’s home so please bring the bike outside.

I live in a condo.  Is there anything special I need to do?

I meet condo customers at the front door of their building to pick-up and deliver bikes.  I will call you as soon as I arrive if you are already not waiting for me.

What is the payment process?

**Due to Covid-19, the only accepted form of payment now is via e-Interac**

Payment is made when you get your bike.  I will email you the invoice typically at least 24 hours prior to delivery so you know the cost beforehand.  I accept e-Interac before you get your bike; I accept cash or personal cheque when you get your bike.  I do not accept credit or debit cards. 

Because invoices are provided electronically, I do not provide free paper copies.  If you want a paper copy, please advise me prior to delivery; the cost will be $1.00.  

Do I really need a bell on my bike?

Yes! The Highway Traffic Act (HTA 75) states, “a bike must have a bell or horn in good working order.”  You are subject to a total payable $110 fine ($85 set fine, $20 victim fine surcharge and $5 court fees) if you are stopped … and the City of Ottawa Police Department does hold advertised summer cycling blitzes!  

I saw you listed on the Ontario By Bike website.  Do you rent bikes? 

 I’m listed on the Ontario By Bike website as a local shop along a popular cycling route but, no, I do not rent bikes. 

Do you support the Rideau Lakes Cycling Tour (RLCT)?

Yes!  Each year I host a stop and provide mechanic support, free water and even rent a portable toilet for RLCT participants on both the Saturday & Sunday unsupported Cruise Route.  If you’re on the road Saturday and Sunday, I’m here to provide any needed assistance!