FAQs

Frequently Asked Questions

If you don’t see the answer to your question here, or if you’d prefer to speak with somebody at Canstar, please give us a call anytime.

Q: How much experience does Canstar Restorations have?

A: Canstar Restorations has more than 30 years of residential, commercial and institutional restoration experience. We were established in Coquitlam, BC in 1985.

Q: How large is Canstar?

A: We have more than 200 employees and 85,000 square feet of space dedicated to contents restoration and storage. With four locations to serve you in Coquitlam, Surrey, Abbotsford and Whistler, we are equipped for projects of any size.

Q: What sort of work does Canstar do?

A: Canstar Restorations is a full-service disaster restoration company offering a complete range of building and contents restoration services for fire, water and storm damage.

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 implements a triage process and will attend your site as quickly as services and conditions allow.

Q: What are your business hours? When can I contact you?

A: Our in-house call centre and friendly, knowledgeable reception staff are available 24 hours a day, 365 days a year. We can answer your questions, dispatch a crew for urgent emergency services or arrange for a future site visit.

Q: How can I file a complaint/elevate a concern?

A: Please contact Dave with any concerns you may have by emailing dsheppard@canstarrestorations.com

Q: How do I make an insurance claim?

A:Call your broker or insurer and tell them about your situation and that you would like Canstar Restorations to be your contractor. We know your insurer and what they need from us.

Q: Will Canstar work directly with my insurance company?

A: Yes. Canstar is on the preferred vendors list of most Canadian insurance companies. We make things easy for you by working directly with your insurance provider.

Q: Can I remain in my home while repair work is done?

A: Whether you can stay home during restoration work is determined on a case-by-case basis. Water damage usually makes the home temporarily uninhabitable.

In the case of small, contained areas of damage, a hygienist can test the on-site air quality and decide if it’s safe for residents to remain in the home.

Q: What happens if my contents can’t be restored? Who makes that decision?

A: The decision to replace an item rather than restore it is made by insurance adjusters (not by Canstar). In general, replacement of contents is recommended when the cost of restoration would exceed the cost of replacement.

Q: Does Canstar dispose of any materials that cannot be restored?

A: Yes. We recycle as much material as possible, and we safely dispose 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 proceed.

Q: The water has receded. Can I start cleaning up?

A: If there is any risk of contamination such as septic/sewer backup, do not attempt any cleanup work. Floodwater can contain pollutants, bacteria and toxic chemicals. Wait for the Canstar professionals to arrive — we have the safety gear and training to prevent the spread of contaminants.

Q: If trees fall and damage my home during a storm, will Canstar remove them?

A: Yes. Canstar regularly coordinates the removal of trees and other foreign objects with a trusted network of local sub-contractors.

Q: What if my home has asbestos in it?

A: Asbestos was once common in a variety of building and construction materials. If your home was built prior to 1990, there is a chance that it could contain asbestos. We can conduct tests to determine the presence of asbestos, and we have the training and expertise to remove 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 can test for the presence of hazardous materials and remove and dispose of them safely.

Q: Will my privacy, and that of my family, be respected?

A: Yes. All Canstar employees adhere to a written privacy policy.

Q: When can Canstar begin the restoration process?

A: Once the appropriate administrative body (fire department, coroner) has released the scene, Canstar can begin restoring your property immediately.