At Motorly, We understand you may have some questions. Here are some of the most common questions so if your question isn’t answered here, please call us at 862-400-3098
What is Motorly?
Motorly is a mobile repair service that serves NJ and the bordering counties of NY and PA. We cover all types of vehicles and machinery ranging from lawnmowers to tractor-trailers, equipment, RV and marine. Our services range from oil changes to full engine replacements in addition to commercial administrative services. Our main goal is to combine the expertise of a physical shop with the convenience of coming to your home or business.
Why choose Motorly?
We perform the same services that most standard shops perform however the difference is we come to your vehicle to get the job done. This frees up your schedule because now you don’t have to stress about getting to and from the shop let alone how the job itself is going and if it’s getting done. We like to think of ourselves as more advanced than most local shops which is why we incorporate AI into our processes for accurate information and parts ordering. We also perform the most services under one roof so you don’t have to go to multiple shops. Overall, we’re a new breed of repair company.
How does your service work?
You book one or more of our services online and we’ll dispatch one of our technicians to you to complete the job. Once the job is complete we bill your credit card on file. All of our services include a limited warranty and maintenance reminders along the way. If it is determined that you need less than what was booked, we’ll modify the work order and you’ll only pay for what was done.
What type of services do you provide?
We perform oil changes to engine replacements and everything in between. If you have a question about a particular service, please reach out to us and we’ll be happy to answer your questions.
The mechanic comes to me?
Yes, We travel to the vehicle, wherever the vehicle is provided it’s in a safe location and we’re authorized to work where the vehicle is located. We’re usually permitted on commercial lots without issue. We require an authorization from a site supervisor for gated communities due to regulations and HOA.
Are your mechanics ASE certified?
Yes, our technicians are required to achieve at least G1 certification upon hiring. We require further certifications to work on different subsystems of the vehicle.
Do you have a shop?
Yes, We have a shop located in Port Murray, NJ. Shop operations include fabrications, small engine repairs, trailer repairs and custom manufactured items.
Where do you travel to?
Our technicians travel all over NJ as well as the bordering counties of NY and PA.
Do you work with warranty companies?
Yes, We work with warranty companies. The process for setting up an appointment is the same.
What are your hours?
We are open from Monday to Friday, 7am to 7pm. Saturday from 8am to 8pm and we’re closed on Sunday except for emergency calls.
Do you have a referral program?
Yes. For every person you refer to us, you’ll get $10 credit applied to your account. They will also get $10 off their first appointment.
What is your hourly rate?
We have multiple hourly rates depending on vehicle weight and the time a service is required. Here is a detailed rate schedule
- Auto/Truck up to 26,000GVWR – $105.00/Hour ($135/Hour Emergency Rate, Minimum Two Hours)
- Vehicles greater than 26,000GVWR – $125.00/Hour ($155/Hour Emergency Rate, Minimum Two Hours)
- Equipment – $175.00/Hour ($255/Hour Emergency Rate, Minimum Four Hours, Port to Port)
- RV / Marine / Powersport / Motorcycle – $125.00/Hour ($155/Hour Emergency Rate, Minimum Three Hours)
How do I get an estimate for my vehicle?
There are several ways to get an estimate for your vehicle but the fastest is to call 862-400-3098 and speak to a representative who can help. You can also email service@bookmotorly.com. Just be sure to include your VIN or Serial # as well as your mileage or hours and contact information.
How do you calculate your price?
Our prices are calculated based on manufacture labor time guides as well as parts availability, stock pricing, vehicle type as well as if the call appointment is scheduled or an emergency. All estimates and invoices have a price breakdown to indicate specific costs of your particular repair or service.
What if the mechanic finds I need additional work or less work than what I requested?
If the mechanic finds that the vehicle requires more work than what was originally requested then the mechanic will generate an estimate for continued repairs that will require your approval. If the vehicle doesn’t need as much work as requested then we will adjust the work order to reflect the work that was not required.
Is Motorly more affordable than a shop or dealer?
Our pricing is competitive with local shops while always under dealership labor rate. While our labor rates are competitive, we offset the price with the convenience of traveling to the vehicle.
Is there a charge to come out to me?
No, there are no additional charges to send a technician out to you. All pricing is upfront with no hidden fees.
Is there a cancellation fee?
Yes, a cancellation fee applies when a service is cancelled 3 hours after it was booked. The cancellation fee is $35.00.
Is there a diagnostic fee?
Yes, the diagnostic fee is one hour of labor specific to the vehicle type being worked on. If the technician is unable to determine the cause within this hour window, we will discuss with you continuing options and plans of action.
What does a diagnostic include?
Our technicians go through a step-by-step process to rule out or confirm any part(s) failures. Diagnosing a problem is a process. Sometimes the only way to prove that a part is defective is to replace it and recheck the car. Your technician will diagnose the car and then provide preliminary recommendations and repair estimates, based on their visual inspection and any tests performed. The inspection report may include photos, test results, audio notes, recommended services, and a service estimate (if applicable).
Are there any discounts?
Outside of our seasons and promotional discounts, we do offer discounts to seniors, public service and military.
Do I have to tip the mechanic?
A tip is not required. A better way to help the technician and us is to submit a review on google or facebook. That lets other potential customers how we’re doing in the field.
Where do I start with my repair? I don't know what's wrong
We recommend scheduling us to come out for an inspection or diagnostic depending on what the complaint is. an initial call out is one hour of labor in which we’ll figure out what the issue is and generate an estimate on the spot. If you accept the estimate then we’ll credit back $30.00 towards the repair. That’s the best way to figure out the problem especially if we see it through from start to finish.
How do I book an appointment?
You can book an appointment by going to our appointment page. Alternatively you can give us a call at 862.400.3098 and a representative will assist you with your booking.
Why is a credit card required to book the appointment?
Your credit card isn’t billed until the appointment is done. We require a credit card to book an appointment to legitimize the appointment and prevent fake appointments from being made as well as ensure that technicians are not wasting their time driving around. We utilize bank level security and all your data is passed through a secured data connection.
How soon can I get my requested service done?
Our availability is based on booking demand so it would be tough to give an exact answer but on average the job can be done either the next day or following day. Emergency calls are an exception to these time frames at premium rates.
How late can I cancel an appointment?
You can cancel an appointment up to 3 hours after the initial booking period. After 3 hours a $35.00 cancellation fee applies.
Can I reschedule an appointment?
Absolutely, If you need to reschedule, you can do so in the booking app. Please keep in mind that intentionally rescheduling on already rescheduled service dates repeatedly will cancel the appointment and the cancellation fee applies.
What if the mechanic is late?
We ask that you allow up to 60 minutes for the mechanic to arrive. This is to factor any major event that can happen while commuting such as an accident or construction. If they are later than 60 minutes or if the mechanic requests a reschedule based on unforeseeable circumstances like mentioned earlier, we’ll follow up to discuss several options.
How do I pay for the service?
In order to book an appointment, you have to submit a credit card. The credit card on file is your default method of payment. We don’t charge the card until after the services are complete.
Where can I find my receipt?
An immediate charge receipt is sent at the time of billing however your detailed invoice which outlines technician notes, advisor notes and audio files will be uploaded to your account. This information should be available within 24 hours by accessing your account online on our website.
I have a billing issue, how can I solve it?
All billing issues and disputes can be sent to finance@bookmotorly.com. Please include your vehicle information or your RO number.
Can I pay by check?
Yes with a valid government-issued ID. All checks are subject to verification on site.
Can I pay with Venmo, Zelle or Paypal?
We accept Venmo, Paypal, and Square. We currently do not accept Zelle.
Do you take cryptocurrency? (Bitcoin, Monero, Etc.)
Not currently. It’s on the table for discussion.
How do I know the parts are good quality?
We source our parts from reputable vendors and companies. We wouldn’t back parts of inferior quality with our warranty standards.
Do you ever use remanufactured or used parts?
We use remanufactured parts when available due to cost concerns from customers. Naturally new parts such as alternators and starters are more expensive than remanufactured parts however we do have access to new parts upon request. All line items will state their condition on the invoice. We do not install used parts in vehicles unless it is customer supplied and a parts waiver is signed. We do not sell or install used tires. Warranty does not apply for used parts.
Can you help me source parts from a junkyard?
We are networked with several salvage yards, we can help source parts for your vehicle however warranty is not available on used parts.
Where do you get your parts from?
We receive our parts from our dedicated parts network comprised of 12 distributors, 17 warehouses, 189 stores and 118 dealerships all over NJ, PA and NY.
Can I supply my own parts?
Yes however there isn’t a warranty with customer supplied parts. We reserve the right to deny service for parts that will compromise safety.
What is the warranty on labor and parts?
For the purpose of warranty hierarchy, TechNet warranty applies first and will cover the vehicles specified in their terms and conditions. If a unit is not covered by TechNet then the Motorly limited warranty takes over.
Residential Auto/Truck. This Limited Warranty lasts for 24 months or 24,000 miles of use, whichever comes first, measured from the date the Vehicle Services are provided and the odometer
reading shown on the applicable invoice (the âWarranty Periodâ). Note that any remedial work performed under this Limited Warranty will not restart the Warranty Period.
Commercial Auto/Truck. This Limited Warranty lasts for 24 months or 24,000 miles of use, whichever comes first, measured from the date the Vehicle Services are provided and the odometer reading shown on the applicable invoice (the âWarranty Periodâ). Note that any remedial work performed under this Limited Warranty will not restart the Warranty Period.
Vehicles Measured by Hour. Vehicles and equipment that are measured solely on an hourly basis that have maintenance performed on an hourly schedule carry a repair warranty of 200 hours or 12 months of use, whichever comes first, measured from the date the Vehicle Services are provided and the hour meter reading shown on the applicable invoice (the âWarranty Periodâ). Note that any remedial work performed under this Limited Warranty will not restart the Warranty Period.
Recreational Vehicle. Services outside of mechanical repairs are subject to discretionary warranty. Every repair order is unique, and the warranty will be disclosed at the time of repair.
Marine. The warranty is based on hourly measurements.
Equipment. The warranty is based on hourly measurements. Some materials provided by Technicians may carry a separate warranty that extends beyond the Warranty Period (e.g., some car batteries are covered by a manufacturerâs five-year warranty). In those instances, the term of the manufacturerâs warranty will apply to the materials (but workmanship will remain subject to the Warranty Period).
Brake rotor/drum and pad/shoe replacement. Warrantied up to 3 months or 3,000 miles of use, whichever comes first, measured from the date the Vehicle Services are provided and the odometer reading shown on the applicable invoice (the âWarranty Periodâ). Note that any remedial work performed under this Limited Warranty will not restart the Warranty Period.
How do I file a warranty claim?
To file a claim, send an email to claims@bookmotorly.com with the following information:
Name:
Repair
Order/Invoice #:
Technician Name:
Time of Appointment:
Repair Service:
Current Mileage and/or Hour:
Nature of problem:
Documentation:
Please attach all relevant documentation supporting your claim including photos or video of the problem occurring with your vehicle. Please note, however, that attempting to fix the problem or touching the work performed by Midnight Speed and Sound will immediately void your Limited Warranty.
Required Photos: 1. Proof of Purchase 2. License Plate and VIN 3. Odometer 4. Registration 5. Damaged or defective vehicle area
Do you carry liability insurance?
Yes, we carry industry standard insurance found in most repair shops.
How does a service plan work?
A service plan can be listed under several teirs of service ranging from auto-pilot maintenance to covered repairs for a monthly rate. All plans are facilitated by our subsidiary, Graphite Vehicle Services.
I have a billing issue with a service plan
If you are having a billing issue, please give us a call at 862.400.3098 so we can resolve it right away.
Why do I have to wait 30 days and 1,000 miles to begin my plan?
The mandatory waiting period is in place to help assure us that your car is in working order before coverage takes effect. Graphite Vehicle Services does not cover pre-existing conditions (conditions that arise prior to contract purchase or during the waiting period).
How do I submit a claim under my service plan?
You can submit a claim by emailing us at claims@bookmotorly.com. Please include the policy number, mileage, issue, and any relevant photos to support your claim. All claims are subject to the terms and conditions set forth in the policy holder agreement.
Does my car really need a brake fluid flush?
The average driver uses their brakes 75,000 times per year and takes for granted that theyâll work every time. Todayâs brake systems are hydraulic and use brake fluid which is hydrophilic, meaning it can absorb moisture from the air. Once the hydraulic system has moisture in it, corrosion takes place and brake components fail. Brake fluid should be flushed periodically to keep corrosion under control. This procedure is not expensive and is included in many preventative maintenance schedules. Brake fluid should be handled with care. It will melt plastics and remove paint.
Do you do state inspections?
We currently do not do state inspections however we are looking into state certifications. When we are certified, we’ll announce on the site.
Do you do D.O.T Inspections?
Yes. All of our annual vehicle inspections are compliant with 49 CFR part 396.
Do you offer towing?
Not currently. We do have a network of towing vendors that we can connect you with if you need assistance.
Do you resurface rotors?
We don’t resurface rotors due to the nature of the mobile repair itself and the increased probability that the rotors will warp again. In order to deliver a quality service, we price all of our brake packages with brand new rotors.