Emergency line, 24 hours
What happens when you call at 2 a.m.
The same dispatch desk that books weekday visits answers at night. It is staffed by our own people at the shop on North Highland Avenue.
- 01
Step 1: A dispatcher answers
Not a recording and not an outside answering service. Tell them where you are and what the water is doing.
- 02
Step 2: They ask four things
The address, whether the water is still running, whether you can reach the main shutoff, and whether anyone is hurt or at risk.
- 03
Step 3: You get a text
The nearest available crew is sent. You get the technician's first name and an estimate of when the van arrives.
- 04
Step 4: The price comes before the work
The technician finds the problem, explains the options and writes the price down. Nothing starts until you say yes.
While the van is on its way
Do these first
- First
Smell gas? Get out first
Leave the house, leave the door open behind you and call the gas utility from outside. Call us for the plumbing after that.
Close the main shutoff
Usually where the water line enters the house: a basement wall, a utility closet or a box by the street. Turn the handle until it stops.
Turn off the water heater
Switch an electric heater's breaker off. For a gas heater, turn the control to off or pilot.
Photograph the damage
Take wide and close photos before anything is moved. Text them to the emergency line if you can.
Text us a photo
What it costs
Weekday visit and after-hours call
The dispatch fee is the part that changes at night. The rest works the same way.
| After-hours call | Weekday visit | |
|---|---|---|
| When | After-hours callAfter 7 p.m., Sundays and holidays | Weekday visitMonday – Friday 7 a.m. – 7 p.m., Saturday 8 a.m. – 4 p.m. |
| Dispatch fee | After-hours callHigher, told before a van is sent | Weekday visitStandard, told when you book |
| Who answers | After-hours callThe same dispatch desk | Weekday visitThe dispatch desk |
| Price for the repair | After-hours callIn writing, before work starts | Weekday visitIn writing, before work starts |
| Arrival | After-hours callThe next available crew; the dispatcher gives a time | Weekday visitA two-hour window by text |
Emergency questions
Can I say no after I hear the fee?
Yes. The dispatcher quotes the dispatch fee before a van leaves. If you decline, nothing is charged.
What if I can't find the main shutoff?
Tell the dispatcher. They can talk you through the usual places, and the technician carries a key for street valves.
Do you send two people?
Most calls get one technician. If the job needs a second pair of hands or a second van, the dispatch desk sends one.
The line is open now
Call and a person at the shop answers. Nights, Sundays and holidays too.