Commercial & Industrial FAQs

FirstOnSite Commercial Brochure
FirstOnSite Commercial Services Brochure (FR)

  1. Who is FirstOnSite?
  2. What services does FirstOnSite provide?
  3. What makes us different?
  4. What is Emergency Mitigation?
  5. What is Structural Restoration/Reconstruction?
  6. Does FirstOnSite provide services in the area where my business is located?
  7. Who should I call when I have an emergency loss or damage to my property?
  8. Why should I call FirstOnSite?
  9. Can I indicate to my insurance company that FirstOnSite is my preferred choice?
  10. How fast will FirstOnSite respond to an emergency claim?
  11. What can I expect once FirstOnSite attends my loss?
  12. What happens to my contents?
  13. What is so special about FirstOnSite’s Esporta Wash System® and Ultrasonic cleaning equipment?
  14. What do I need to do after the initial emergency repairs have been completed?
  15. What will I be charged for all the work that FirstOnSite did?
  16. What is a PREP Plan?
  17. Why should I have a PREP Plan for my business?
  18. Does FirstOnSite warranty its work?
  19. How will FirstOnSite ensure my satisfaction?


1. Who is FirstOnSite?

FirstOnSite is Canada’s largest independent disaster restoration company.

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2. What services does FirstOnSite provide?

FirstOnSite provides expert and rapid-response mitigation to commercial customers across the country. We focus on business continuity planning and maintaining critical business systems, and the emergency response plan which protects people and facilities with proactive responses to disasters.

Our services are available to anyone who owns, manages, insures or represents commercial and industrial properties. We understand that getting you safely and quickly back to business is priority one.

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3. What makes us different?

What makes FirstOnSite different is simply and profoundly our organizational structure. We are a corporate entity. We are not a membership model or a franchise system. Our corporate structure enables nation-wide consistency, and provides us with capability, scope and scale that are unmatched in Canada. We can mobilize – from anywhere – with speed and professionalism. Our specialty equipment inventory (the largest privately owned inventory in Canada) and 1,100 skilled employees give us a cross country resource base that is unparalleled. And our proprietary tracking and billing system enables data recording and information flow management on large, complex projects so we can quickly generate an invoice that is supported and transparent.

We can establish a partnership with you that will be met and respected at each of our locations across the country. Our commitment to customer satisfaction and quality service delivery is not simply a desire, but a corporate value.

Our goal at FirstOnSite is to have you back to business as soon as possible.

Download our Commercial Brochure or contact one of our Commercial Division team members for more information.

Download the FirstOnsite Commercial Brochure.

 

Download the French FirstOnSite Commercial Brochure.

 

Barry J. Ross: 416.586.3532 or

– Managing Director, Commercial – National Accounts

Billy Short II: 1.888.686.7818 or

– VP Large Loss Operations

John Stephenson: 647.523.5505 or

– National Director, Property Management

Hotline number: 1.877.778.6731

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4. What is Emergency Mitigation?

Emergency Mitigation is the first phase of a restoration effort – it is our direct response to a situation, with the goal of immediately containing or reducing the effects of a disastrous event. With the first phone call our professionals will begin to assess your needs and act immediately to begin containing the situation. These disasters could be caused naturally or accidentally and could include:

  • Storms, heavy winds or hurricanes
  • Fire and smoke
  • Flooding or water intrusion
  • Heavy winds, hail or snow
  • Vehicle impacts, break-and-enter or vandalism
  • Mishaps that may have an environmental impact

FirstOnSite not only provides immediate Emergency Mitigation services for a physical structure, but also provides full-service mitigation and restoration capabilities for contents and documents contained within.

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5. What is Structural Restoration/Reconstruction?

Structural Restoration/Reconstruction is the second phase of a restoration effort. Once the mitigation is complete and the emergency phase is over, FirstOnSite can take all the necessary steps to restore or rebuild an affected structure to a pre-damaged or pre-loss condition. Aside from the strict structural aspects of a building (like walls, floors, ceilings, and roofs), the restoration process also includes anything that is generally “attached” to the original structure, such as carpets, cabinets, doors, windows, lights, etc.

With over 40 locations across the country and a network of partner affiliates, FirstOnSite can rapidly provide emergency services and restoration/reconstruction for any type of residential, commercial or industrial structure.

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6. Does FirstOnSite provide services in the area where my business is located?

With over 40 locations across Canada and a network of over 20 partner affiliates, we are able to quickly service the majority of the Canadian population. No matter where in the country your problem arises, with one call we can rapidly have teams and resources ready to help you. Click here to view our location map, or contact us for more details.

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7. Who should I call when I have an emergency loss or damage to my property?

Call FirstOnSite immediately. The sooner you begin mitigation, the sooner you will be back to business.

If you are the property owner:

Business continuity is key for any business. Once we receive your call, FirstOnSite will arrive as quickly as possible and begin to mitigate and repair damage.

Our Mitigation Professionals are trained to make a preliminary assessment during your call and deploy a team to begin work immediately. We will do a complete assessment upon site arrival, and summon additional resources if necessary. The faster damage is attended to, the faster you will be back in business. We will help you navigate the path to putting things right. We can also help you to work with your insurance provider, and guide you through the process. But in an emergency situation, the initial goal is always to begin to mitigate the damage as rapidly as possible.

If you are a tenant:

Your first step should be to contact the property owner. It is typically the property owner’s insurance policy that will cover the damages to the actual structure. FirstOnSite has state-of-the-art equipment and methods that can recover/restore most, if not all, of your furniture, equipment and documents. Contact your local FirstOnSite location if you have any specific questions.

Unfortunately, if you did not arrange or acquire a separate policy, it is likely that the repair, restoration, or replacement of any affected items/contents will be at your own expense.

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8. Why should I call FirstOnSite?

FirstOnSite is a “Preferred Restoration Provider” for many national, regional and local insurance companies. Preferred Restoration Providers are companies that have been duly assessed and qualified by an insurance company or its agents as being able to:

  • Consistently provide a high workmanship standard
  • Properly and expediently mitigate emergency losses
  • Have the means to restore your property to pre-loss condition
  • Have the means to restore any affected content within your property

FirstOnSite offers a variety of in-house services: from emergency mitigation to soft and hard goods recovery services; from trained, experienced and professional employees to customized client protocols; from our proprietary and powerful tracking and billing system to complete rebuild capability. By calling FirstOnSite, you eliminate the need to call anyone else.

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9. Can I indicate to my insurance company that FirstOnSite is my preferred choice?

Absolutely! All policy holders retain the right to request a specific Mitigation and/or Restoration Provider. Since FirstOnSite has national coverage and is a “Preferred Restoration Provider” for many national, regional, and local insurance companies, feel free to tell your insurance company or adjuster of your FirstOnSite preference.

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10. How fast will FirstOnSite respond to an emergency claim?

An experienced FirstOnSite Mitigation Professional will contact you within 30 minutes once your claim is assigned to us. The Mitigation Professional will confirm the details with you and make arrangements to visit the affected site as soon as possible, as well as simultaneously initiating the dispatch and mobilization of any appropriate mitigation personnel and equipment. Our goal is not just to meet but to exceed industry standards, and arrive at your site ASAP with crews and equipment up and running.

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11. What can I expect once FirstOnSite attends my loss?

Once the Mitigation Professional arrives at the site, he/she will:

  • Provide you with a brochure that introduces you to FirstOnSite and share contact information
  • Confirm coverage and policy limits with the adjuster, if required
  • Ask you to sign a Work Authorization that permits FirstOnSite to immediately begin the loss mitigation process
  • Gather, prepare and take all the required documentation, photographs and measurements required by the adjuster
  • Introduce you to the Mitigation Crew Leader
  • Provide you with a detailed explanation of what to expect over the coming hours or days
  • Remain with the Mitigation Crew at (or attend) your site until the cause(s) of your damages has/have been appropriately dealt with and the chances of further damage are minimized/eliminated
  • Arrange the appropriate handling or removal of contents that were affected by the loss or that would hinder/prohibit the mitigation and/or restoration process, if applicable
  • In the case of water-related losses, install drying and dehumidification equipment which will remain in place until it is determined, via daily moisture and humidity readings, that the environment has been dried/dehumidified to industry standards

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12. What happens to my contents?

Generally, all affected and restorable contents are carefully removed from the site and shipped to an authorized and secure FirstOnSite facility for storage, restoration and/or further assessment. Once there, FirstOnSite will attempt to restore the affected items to a pre-loss condition, using state-of-the-art equipment (such as Esporta Wash System® and Ultrasonic cleaning equipment) and/or other highly-successful restoration processes.

All restored goods will be delivered to you at an appropriate and convenient time. Contents that did not respond to FirstOnSite’s restoration processes will be documented and photographed for further assessment by the adjuster and you.

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13. What is so special about FirstOnSite’s Esporta Wash System® and Ultrasonic cleaning equipment?

The Esporta Wash System® is an innovative washing system that uses a patented system of hydraulic pressure cleaning, combined with a specific blend of detergents, to effectively clean, disinfect, sanitize and restore an infinite number of soft contents (like clothes, bedding, rugs, sporting equipment, etc.) to the most pristine levels possible. In fact, the Esporta Wash System® is even able to treat contents that have been affected by mould, sewage or soot and restore them to “hospital-level” bacterial standards something that is not possible with other wash methods.

How do we know items are actually at hospital-level bacteria standards?

FirstOnSite tests contents before and after each load AND provides those results to you.

FirstOnSite’s Ultrasonic cleaning equipment is very similar to the equipment used by jewellers to clean you jewellery, only our equipment is MUCH larger. Ultrasonic equipment uses a process called “cavitation” to clean any number of non-porous items. Cavitation, in simpler terms, is the creation of very tiny air bubbles (within a cleaning solution) that “explode” and thus, cause a scrubbing action on the items being cleaned. Ultrasonics allow us to effectively clean items where manual cleaning would be inadequate.

Why all this equipment?

The Esporta Wash System® and our Ultrasonic cleaning equipment allow FirstOnSite to restore many valuable or sentimental items that, historically, would have been discarded, keeping them out of a landfill. Quite often, our equipment will restore items to a better condition than was the case prior to the loss; it’s simply a win-win situation for everyone.

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14. What do I need to do after the initial emergency repairs have been completed?

Not much. A FirstOnSite Mitigation Professional will have already created a document that outlines the process necessary and the costs attributed to getting your property to its pre-loss condition, referred to as a “Restoration” or “Rebuild” Estimate, for the adjuster.

Once the adjuster approves the Restoration Estimate, FirstOnSite will:

  • Immediately advise you of the approval
  • Arrange to meet with you
  • Provide you with a detailed Scope of Work
  • Have you sign the necessary authorizations
  • Create a mutually agreed-upon restoration schedule

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15. What will I be charged for all the work that FirstOnSite did?

For most insurance-related claims, all you need to pay are the “deductibles” that are outlined in your insurance policy.

You would be responsible for any “differential” costs: if you opt to have additional work done (i.e., for items not related to the actual loss) or an “upgrade” of any replacement items (i.e., a higher quality carpet). Those costs would require a down payment of 50% prior to the commencement of the restoration phase, with the remainder due at the completion of that phase.

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16. What is a PREP Plan?

A Priority Response Emergency Plan is our priority partnership plan – a prearranged agreement between FirstOnSite and you in the event that you have a disaster. It is a discussion and planning session before any disaster occurs. It is our understanding of your business and its infrastructure beforehand. It allows us to know your needs and priorities. It is simply our ability to help you plan for an emergency, and best utilize our know-how to help you get through it as quickly and as safely as possible. Our PREP Plan is our commitment to our commercial and large loss partners. By partnering with us beforehand, you will already know who to call as soon as a situation arises, you will know what to expect, and you will have peace of mind knowing that someone who knows your business is already prepared to help you.

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17. Why should I have a PREP Plan for my business?

Better safe than sorry. It is a fact that having a mitigation started immediately saves time and money – both for you and your insurer – and it is becoming standard practice in many industries to incorporate the mitigation/restoration component into your overall Emergency Response Management Plans. Our partnership will include physical walk-throughs so we know your locations and their layouts, as well as identifying potential trouble areas. Our partnership will include predetermining expectations and price/cost thresholds so we can begin to work as quickly as possible knowing that you have authorized us to do so. Our partnership will include communication directives from you as well as contact information. And because of our national scope, our partnership will include immediate and consistent service delivery, regardless of where your emergency arises.

For more information please contact Barry J. Ross at 416.586.3532 or

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18. Does FirstOnSite warranty its work?

Absolutely! FirstOnSite guarantees its workmanship for a minimum of two years. Individual manufacturer’s warranties apply to any products or materials installed by FirstOnSite.

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19. How will FirstOnSite ensure my satisfaction?

Most insurance providers require that restoration companies supply them with a “Certificate of Satisfaction” that is signed by you, the property owner, and you don’t need to sign it until you are satisfied.

We take pride in putting things right – the right way – each and every time.

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For Emergency Disaster Restoration Services, Call FirstOnSite at 1.877.778.6731