FAQs

Q: How long has your company been in business?
A: Canstar Restorations was established in Coquitlam, BC in 1985.

Q: How big is your company?
A: We currently have close to 200 employees at our three locations in Coquitlam, Whistler and Surrey.

Q: What sort of work does Canstar do?
A: Canstar is a full-service restoration company. We provide complete restoration services for all building types after fire, water, storm and trauma incidents, including restoration of contents and building materials.

Q: How quickly can you arrive on site after I call?
A: Our typical time of arrival is within two hours of receiving your call. In the case of catastrophic events (such as earthquakes), Canstar will observe a triage process and will attend sites as quickly as services and conditions allow.

Q: What are your business hours? When can I contact you?
A: Our call centre is active 24 hours a day, and will answer your call immediately to help you whether you need immediate emergency service, or if you are calling to arrange for our crews to arrive at your site the next day.

Q: How can I file a complaint/elevate a concern?
A: Please contact dsheppard@canstarrestorations.com for all your concerns.

Q: Will Canstar work directly with my insurance company?
A: Yes – Canstar is a preferred restoration company with many of Canada’s insurance carriers, adjusters and brokers. Contact your insurance provider today for more information.

Q: Can I remain in my home while repair work is done?
A: Whether you can stay in your home during restoration work is determined on a case-by-case basis. In many cases, water damage (due to flooding, storms or firefighting efforts) will make the home temporarily unlivable, and you will need to seek other accommodations for the duration of the restoration work. In special cases of small, contained damage areas, a hygienist can be brought to the site to test air quality to determine whether it is acceptable for residents to stay in their home.

Q: Do I need to report the fire/flood/storm damage to my insurance carrier/broker/adjuster?
A: Yes. Your insurance adjuster is the expert in the steps that need to happen after an event such as fire, flood, etc. They will guide you through the claim process.

Q: What happens if my contents can’t be restored? Who makes that decision?
A: This is a decision that is made by our customers together with their insurance adjuster (not by Canstar), usually when the cost to restore materials will be higher than replacing them completely.

Q: Does Canstar dispose of any materials that cannot be restored?
A: Yes. We recycle as much material as possible, while safely disposing of any contaminated materials according to municipal and provincial guidelines.

Q: I have called and am waiting for your crew to show up. What do I do now?
A: Common sense is the best approach. Stay out of the damaged area until you have been told it is safe to return. Turn off water, electricity, etc., but only if it is safe to do so. Contact your insurance broker (if you have not spoken to them already) to get information on how to further proceed.

Water Damage Restoration

Q: The water has receded. Can I start cleaning up?
A: If there is any risk of contamination such as septic/sewer backup, floodwater which can contain pollutants, water from dishwasher/washing machines, aquariums, etc., do not start any cleanup work. This work should be done by a Canstar professional, as they have the safety gear and training necessary to minimize the spread of any contagion or disease-causing elements.

Storm Damage Restoration

Q: If trees fall and damage my home during a storm, or if it is damaged by another event, will Canstar remove them?
A: Yes. Canstar regularly coordinates removal of trees and other foreign objects with a trusted network of local sub-contractors.

Hazardous Materials Removal

Q: What if my home has asbestos in it?
A: Asbestos is one of the most dangerous materials in buildings today, a leftover from when it was widely used for fireproofing and insulation purposes. If your home was built prior to 1990, there is a very good chance that it could contain asbestos. Testing conducted by a professional will determine whether or not asbestos is present and, if so, what measures will need to be taken to contain and dispose of it safely.

Q: Can I remove hazardous materials (such as asbestos, lead, silica, etc.) myself?
A: It is not advisable to remove these materials on your own, as exposure can cause significant, and possibly deadly health issues. Canstar recommends that testing always be done first, and that proper professional removal personnel be engaged in order to help ensure the health and safety of everyone involved.

Trauma Scene Restoration

Q: Will my privacy, and that of my family, be respected?
A: Yes. All Canstar employees adhere to a written privacy policy.

Q: When should Canstar become involved?
A: Once the appropriate administrative body (usually the coroner) has released the scene.