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For decades, remounted ambulances have been part of the fleet for some ambulance services across Canada. However, it wasn’t until 2021 that Demers Ambulances and Crestline introduced a structured, certified refurbishment program, which continues to be refined. This evolution goes beyond the quality of the vehicles themselves and directly impacts those who rely on them every day: paramedics.
During a recent visit to Demers, the management team from Dessercom, one of Quebec’s largest ambulance services, shared their insights on this product, which they have incorporated into their fleet management strategy. They also explained how their collaboration with the manufacturer contributes to the ongoing improvement of the program, ensuring it better meets the needs of those on the front lines.
Addressing Pandemic Challenges and Rising Costs
The pandemic, which caused rising costs and chassis shortage, added pressure on ambulance services’ fleet renewal options. To meet this challenge, Demers and Crestline, who merged in 2018, developed a solution that not only accelerates vehicle delivery times but also provides a more cost-effective alternative, even helping services achieve their sustainability goals.
Thanks to the combined expertise of these two manufacturers, paramedics, and ambulance services now have access to remounted vehicles that meet the same quality and safety standards as new ambulances: reliable, ready to use, and designed to meet the daily needs for efficiency and comfort.
This advantage stems from the ambulance design, which allows for reassembly while incorporating the latest chassis technology, enabling refurbished models to seamlessly integrate into the fleet.
A Long History
Remounting ambulances is not a new practice. As far back as the 1980s, it was possible to reassemble a care module on a new chassis. While the modules were designed to last, and built with durable materials, the chassis supplied by OEM manufacturers weren’t as reliable as they are today. Replacing the entire chassis was often necessary. However, this process was usually done under less stringent conditions and was typically handled by repair shops without direct ties to the original ambulance manufacturer.
Guillaume Dostie, Operations Director for the Western Region at Dessercom and a paramedic with 25 years of experience explains: “The first refurbishments I experienced involved simply placing the box of a worn-out ambulance on a new chassis. It was basic, and the quality was lacking. Paramedics were skeptical, and we often heard complaints about the vehicle’s quality.”
It was during this time, when processes were poorly managed, that remounted ambulances gained a reputation for being hastily assembled, with un-replaced parts and poor finishes. Today, thanks to a certified and rigorous process applied by the original ambulance manufacturer, paramedics can see a dramatic improvement.
“I was one of those who wasn’t convinced. But the latest models I’ve seen, if you don’t stop to look closely, you’d swear it’s a new one. You can barely tell the difference. It’s come a long way,” says Mr. Dostie.
The Essential Client-Manufacturer Collaboration for Continuous Improvement
The ambulance remount program ensures both optimal vehicle quality and an excellent return on investment for ambulance services. While it establishes strict standards for the work, some adjustments are still needed to address long-term challenges.
As Guillaume Dostie points out, “Certain parts that are still considered functional can cause problems over time. For example, a few days after putting an ambulance back on the road, the converter might fail. That’s why we insist: if you have any doubts, replace the part. For us, it’s not an expense—it’s a long-term investment.”
Over time, the remount program has been refined in response to feedback from early experiences. Initially, some mistakes were related to poorly defined or overlooked details in the order process, which created misunderstandings about the work to be done. These issues were quickly addressed, allowing for the standardization of remount vehicles to ensure consistent quality with each delivery.
Now, feedback on the latest vehicles has been overwhelmingly positive, reflecting significant improvements. Eric Hovington, Operations Director for the Central Region at Dessercom, shares: “The latest vehicles I received were very satisfying. There was only a minor issue with cleanliness upon delivery, but that’s something we can discuss, and I know will be fixed.” This transparency and open communication between Dessercom and Demers have enabled continuous adjustments to better meet paramedics’ expectations with greater precision.
The key to success lies in ongoing communication between the manufacturer and clients. “Today, we bring together four different sectors of our service to define and standardize our needs, and Demers helps us fine-tune every detail according to our paramedics’ exact specifications,” says Eric Hovington, who has nearly 40 years of experience in the paramedic field.
He emphasizes that clear communication has also enabled Dessercom’s leadership to ease paramedics’ concerns and strengthen their trust. They now understand that remount vehicles are just as reliable as new ones, with any faulty parts always replaced. Eric Hovington adds: “It’s not just about saving money. It’s about ensuring that every ambulance, whether new or refurbished, meets the highest standards.”
A Promising Future for Refurbishments
Refurbished ambulances have come a long way since their early days. With the introduction of Demers and Crestline’s structured program, they are now as safe and high-performing as new vehicles. For paramedics, this means a safer, more efficient working environment.
Certified refurbishments provide a strong return on investment and serve as a strategic solution for ambulance fleet management, balancing cost-efficiency with sustainability. By viewing refurbished vehicles as a reliable and safe alternative to new ambulances, services can put more vehicles on the road while maximizing their fleet renewal budget.
