Our commitment to your Central Equipment Pool (CEP) experience.

What you can expect when you choose Motion

At Motion, we support the equipment that supports your life. Our service standards outline how we care for you, how we communicate, and the timelines we work to meet when providing service through our Centralized Equipment Pool and repair services.

Our commitment to you

When you request service, you can expect:

• Clear communication at every step
• Respect for your time and your equipment
• Skilled technicians who are trained, prepared, and supported
• A thorough inspection focused on the root cause
• A clear explanation of the work and costs before we proceed
• Care taken with your home, time, and equipment
• Follow-through, even when service is complex

These commitments reflect how we work every day across our Motion network and local teams.

When you contact us

Once we receive your service request, you can expect:

• A response within 1 business day, this includes general inquiries, standard service requests and service-related concerns
• Clear next steps and scheduling support
• Urgent service requests to be prioritized

Urgent service requests for our CEP clients are prioritized. Calls received after hours or on weekends are triaged, and our team follows up on the next business day.

We offer live after-hours call answering to ensure timely response for requests received outside of our regular business hours. Extended operating or service hours are also available in the following locations (click location for more details):

• Barrie
• Hamilton
• Kitchener
• London
• North Bay
• Ottawa
• Sault Ste. Marie
• Sudbury
• Thunder Bay
• Toronto
• Whitby
• Windsor

Our service process

We follow a clear, consistent process to keep things moving smoothly.

• Intake: Your request is reviewed within 1 business day
• Assessment and quote: We assess your needs and prepare a quote within 1 to 2 business days
• Approval and ordering: Once approved, orders are processed within 5 business days, and parts are ordered within 1 business day
• Service or delivery: Service or delivery is scheduled once parts arrive, typically within 9 business days, with service booked within 10 business days of your request

Repair Timelines

While every repair is unique, typical resolution times are:

• Routine maintenance (no parts required): 3 to 5 business days
• Complex repairs (requiring parts to be ordered): 20 to 25 business days
• Loaner-supported repairs: 3 to 5 business days
• Service issues requiring escalation: Response within 1 business day

Note: Timelines may be affected by funding approvals, parts availability, or appointment changes. When available, loaner equipment may be provided to reduce downtime.

Staying connected

If we are unable to reach you to schedule service, we will make several attempts over multiple business days. If we still cannot connect, we may need to return parts or escalate the request, so nothing is left unresolved.

Standing behind our work

We stand behind what we do. If the same issue occurs within 30 days of the original repair, we will fix it at no charge for labour. Parts are excluded unless covered by manufacturer warranty.

When you contact us with a concern

When you share a concern or service issue, you can expect:

• A timely acknowledgement of your message
• Respectful, professional communication
• Follow-up by the appropriate Motion team member
• A focus on understanding the full situation before action is taken

Our goal is to ensure concerns are handled thoughtfully and consistently.

How concerns are addressed

We follow a clear process to support resolution:

1. Your concern is received, documented, and acknowledged (within 1 business day).
2. Your concern undergoes an internal review and additional details may be gathered to fully understand the situation. Follow-up is provided upon the initial internal review (within 5 business days).
3. The appropriate Motion team members are involved including visibility with our senior Leadership team. Additional follow-up is provided once a further group review is completed (within 10 business days).
4. We work closely with you to provide a resolution of your concern (within 30 business days).

NOTE: Some concerns may require additional internal review to ensure the right outcome, including those involving safety, funding programs, or the CEP.

What you can expect from us

Throughout the process, we aim to provide:

• Clear communication
• Reasonable timelines
• Professional and respectful dialogue
• Accountability for next steps

We take feedback seriously and use it to improve how we support our clients.

Need support?

If you have a concern or need assistance, please contact your local Motion team, submit an email to contact@motioncares.ca, call the CEP Toll Free line at 1 (800) 395-6661, or complete the Complaints/Concerns form on the Contact Us page.