How Can we help ?
F A Q
Frequently Asked Question
How fast is my internet connection at my house?
Check your speed here:
I don’t like my roommate, what can I do?
Please give us a call or email us at
, we will address the situation together and either try to fix the issue or move you to another location.
What’s my garbage collection days?
You can type your address and check collection day
My furniture is broken, how fast can Vanmates fix it?
We will fix it between 1-3 business days, depending on urgency.
I decided to move out, what’s next?
Sad to see you go mate, fill out your check out form
My roommates are not being clean, what can I do?
We will request to have a meeting with all of you and explain the issue, we will then set up a calendar where everyone contributes to the house. If things don’t work out, we will proceed to mutually agree to end a contract with unclean members.
Do Vanmates replace lightbulbs?
Vanmates will replace lightbulbs from common areas only. We could ask someone from the house to buy it and deduct it from rent or we can buy it and drop it off within 1-3 business days.
What happens if I lose my house key?
We will open your room and give you a new key.The penalty is CA$75 during our business hours (Monday-Friday 9:30AM-5:30PM) and CA$100 out of them.If we are not available and it is an emergency you need to call a locksmith by yourself. It is the tenant's sole responsibility to pay for the service.
My internet is not working, what can I do?
Loss of Internet connectivity can be caused by various reasons such as an Internet outage in your area, loose or faulty connections, or in some cases hardware issues.If you are having trouble connecting to the Internet try a reboot of your modem.Unplug the power cord of your Shaw modem, wait 30 seconds and then plug the modem back in. Power cycling your modem in this manner can solve many Internet connectivity issues.
My washer/dryer broke, what can I do?
We will repair it but it might take between 3-6 business days. For the future we have some recommendations:
Don't overload the washing machine.
Don't wash sneakers, boots or something heavy.
Balance the load.
Don't overload the dryer.
Use liquid detergent.