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Business Profile

Fire and Water Damage Restoration

Canstar Restorations

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Canstar Restorations's headquarters and its corporate-owned locations. To view all corporate locations, see

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Canstar Restorations has 9 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/07/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Flood in our basement in October 2024. Canstar restorations was a preferred vendor from our insurance company. Canstar responded very quickly with equipment and staff. They had trades lined up to do the move out of our furnishings and the demolition of water damaged structures. After the demolition, everything stalled out. They wouldn't return our phone calls and emails and when we did connect with them, we were told it was just very busy because of the damage in the ************** from the October storm. Close to Christmas 2024, our insurance adjuster contacted us and asked if we had been in touch with Canstar because they were not returning the adjusters communication attempts. Our adjuster told us that the length of delay in our situation was not standard and other homeowners who had floods in October 2024 were fully completed with repairs. We switched to a different restoration company and they completed the job within weeks. Once our furnishings were brought back by Canstar, 2 items were damaged. We reported them and were told that Canstar would be liable to reimburse us. After weeks of frustrating run around with them, finally in March 2025 they agreed to reimburse us $310 for the damaged items. Weeks later we were still waiting for the cheque. We were told the person who signs cheques was on vacation so they could offer us gift cards. We said we understood the delay and would wait for a cheque. They apologize profusely but won't issue the cheque they agreed to issue. It is now July 2025, 7 months after the flood, and 4 months after they agreed to a settlement amount. Canstar refuses to contact us, to take our phone calls or respond to emails. The Vice President of the company was included in an email in June 2025 and even he hasn't responded. We have been told that our insurance company, one of the top in the province, has removed Canstar from their preferred vendor list. Canstar has shown repeatedly that they can not be trusted to honour their word.

      Customer Answer

      Date: 09/07/2025

      Please note,

      The day after I submitted the BBB complaint, the cheque arrived in the mail on July 7. 

      Please find attached a screen shot of the agreement of settlement amount from Canstar from March 2025. 

      We would like to continue with this process due to all the details of this case. 

      Business Response

      Date: 14/07/2025

      Hello,

      We apologize that Perminder's concerns were not addressed in a timely manner, but wanted to confirm that payment was completed on July 7th.

      Regards,

      ***** ********

      Customer Answer

      Date: 14/07/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ********* ******

    • Initial Complaint

      Date:06/05/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      September 11th, 2023 moved out to enable, ****** chosen, contractors to reapair my kitchen and front room floor. I had a mouse problem that wasn't adressed. (in the walls) Moved back 7 weeks later, Nov. 1st. My furnishings were put in my 2 bedrooms and they weren't sealed. I had (still) mouse droppings all over my apartment and the Strata pesticide is monitoring the mice every 2 weeks. (still) My brand new floor is wrecked, due to the mice droppings and the floor base boards were not replaced. There is a hole in my kitchen ceiling. I have phone/emailed Canstar without a reply/response. Had the building manager take photo's and forward them to the Strata manger. Help!

      Customer Answer

      Date: 09/05/2024

      Yes I am an owner & strata member. 

      Business Response

      Date: 22/05/2024

      Hello *****,

      Thank you for reaching out about your file and we apologize about any inconvenience.  We will have the Project Manager who is in charge of your file reach out to rectify the situation if it hasn't already been handled.

      Regards,

      Canstar Restorations

      Customer Answer

      Date: 30/05/2024

       
      Complaint: 21672527

      I am rejecting this response because:  There has been no response/reply to my on going emails/phone calls.  I, finally, received a phone call on May 29th to talk to a supervisor.  He is planning to get a contractor in to finish off my floor.  This doesn't take into account the damage caused to the new floor and all of the mouse droppings in my 2 bedrooms where my furniture was stored.  A cash settlement perhaps?  

      Sincerely,

      *******************

      Business Response

      Date: 03/06/2024

      We are pleased that you have had a discussion with the supervisor and that there is a plan to finish your floor.  As discussed, your rodent issue has nothing to do with us or our work.  We have operated in the lower mainland for nearly 40 years and stand behind our work, which we will conclude.

      Customer Answer

      Date: 04/06/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *******************

    Canstar Restorations is BBB Accredited.

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