FAQ

24/7 Emergency Response

Do you offer after-hours or emergency service?
A: Yes, we provide 24/7 emergency on-call support. Call 250-420-7612 for urgent issues such as fire alarm malfunctions, suppression system discharges, or other safety-related concerns.

Is there an extra charge for emergency service?
A: Yes. All after-hours emergency visits are subject to a minimum invoice of $250, which must be acknowledged and agreed to before dispatch.

Technician Arrival & Scheduling

Will my technician arrive on time?
A: We aim to arrive as close to your scheduled time as possible. However, due to the nature of fire safety inspections, some jobs may take longer than expected. Please allow for a 15–30 minute buffer around your appointment time.

Will I be contacted if the technician is running late?
A: Yes. If there is a delay, we’ll do our best to notify you as soon as possible.

Site Access & Tenant Coordination

Who should be onsite during the inspection?
A: We recommend that a property representative or building manager be present to provide access and answer any site-specific questions. In some cases, we can proceed without a representative if access is arranged in advance.

Do I need to notify tenants before an inspection?
A: Yes. If the inspection involves entering suites or units, tenants must be given proper notice—typically a minimum of 24 hours, as required by the BC Residential Tenancy Act. Controlled Fire Services does not provide tenant notification.

What if some units aren't accessible on the day of the inspection?
A: Missed units may require a return visit, which will result in additional charges. We recommend coordinating tenant access ahead of time to avoid this.

Reports and Compliance

When will I receive my inspection report?
A: The fire code allows up to 21 calendar days to deliver your inspection report after the inspection is complete. We aim to send it sooner whenever possible. If you have a specific deadline, just let us know.

Who is responsible for fire safety compliance on my property?
A: Building owners and property managers hold the legal responsibility for fire safety, including inspection scheduling and maintaining approved safety systems. The City of Kimberley Fire Department supports public safety through prevention and education, but compliance remains the owner’s responsibility. More details are available at kimberley.ca.

Payments and Invoicing

How can I pay my invoice?
A: The preferred method is e-transfer to service@controlledfire.ca. We also accept credit cards, cash, and cheque.

Do you charge extra for credit card payments?
A: Yes, credit card payments may include a processing fee. This will be shown before you confirm payment.

Can I get a copy of my invoice or receipt?
A: Absolutely. Just email service@controlledfire.ca or mention it during your call, and we’ll send a copy.

Appointments and Rescheduling

How do I book a service or inspection?
A: Call us, email service@controlledfire.ca, or fill out the request form on controlledfire.ca.

What if I need to cancel or reschedule?
A: Please give us at least 24 hours’ notice to avoid cancellation fees. You can contact us by phone, email, or through the website.

Estimates & Continuous Service

Do you offer free estimates or site assessments?
A: Yes, we offer free estimates for most services. If a site visit is needed before quoting, we’ll let you know in advance whether a fee applies. For larger projects, detailed quotes can often be provided based on drawings or plans.

Do you offer annual service contracts or reminders?
A: Yes. We offer annual scheduling programs and send inspection reminders for ongoing compliance. Regular clients can be added to our service rotation upon request.

What happens if deficiencies are found during the inspection?
A: If any issues are identified during the inspection, they’ll be clearly noted in your report. We’ll include a follow-up quote for recommended repairs or replacements, and once approved, we’ll schedule a return visit to complete the work.