24/7 emergency service
Day or night, a real person answers
Burst pipe at 2 a.m.? No heat on the coldest night of the year? Call (614) 555-0187. It's the same number as our office, and someone picks up 24 hours a day, 7 days a week, holidays included.
What counts as an emergency
If you're not sure, call. We'd rather talk you through it than have you guess. Generally, these are worth a call right now:
- Water you can't stop: a burst or frozen pipe, a failed supply line, a water heater leaking from the tank.
- Sewage backing up into a floor drain, tub or toilet.
- A flooding basement or a sump pump that's quit during a storm.
- No heat when it's cold outside, especially with infants, older adults or anyone medically fragile in the house, or a risk of freezing pipes.
- No cooling during a heat wave for vulnerable people.
- No water at all to the house.
- A carbon monoxide alarm or a gas smell. Call the gas utility or 911 first, from outside; then call us.
Things that can usually wait until morning: a dripping faucet, a slow drain you can stop using, a toilet that runs (close the valve behind it), or a second bathroom that's out of commission. We'll tell you honestly if we think your problem can wait and save you the after-hours fee.
After-hours fees, posted up front
| When | Fee |
|---|---|
| Office hours (Mon–Fri 7:30–5:30, Sat 8–1) | $89 service call, applied to the repair |
| After hours, overnight, Sundays and holidays | $149 after-hours dispatch fee |
| Comfort Club members, any time | No after-hours fee |
The repair itself is priced the same as during the day, from our posted prices, and you'll get the price in writing before we start. There's no "emergency rate" multiplier. The after-hours fee covers getting a licensed technician out of bed and into a truck. Comfort Club members ($199/year) never pay it.
What to do right now, while you wait
Water leak or burst pipe
Close the main water shut-off. In most homes around here it's in the basement or crawlspace on the front wall, near the water meter, where the line comes in from the street. Turn a round handle clockwise until it stops, or a lever a quarter turn so it's across the pipe. Open a faucet on the lowest floor to drain the lines. If you can't find it or it won't turn, tell us when you call; in some homes the shut-off is at the curb and needs a special key.
Water near electricity
Don't step into standing water if it might be touching outlets, extension cords, appliances or the electrical panel. Shut off power at the panel only if you can reach the panel while standing somewhere dry. If you can't, stay out of the area and tell us; we may advise calling an electrician or the electric utility.
Gas smell or carbon monoxide alarm
Leave right away and take everyone, pets included. Don't switch lights on or off, don't use the thermostat, and don't make calls from inside. From outside and away from the house, call your gas utility's emergency number or 911. Don't go back in until they tell you it's safe. Then call us to fix whatever caused it.
Sewage backup
Stop running water anywhere in the house: no flushing, showers, laundry or dishwasher. Keep kids and pets away from the area. Don't use chemical drain openers.
No heat in winter
Check the thermostat setting and batteries, the furnace switch, the breaker and the filter. If the heat will be off for a while in freezing weather, open cabinet doors under sinks on outside walls, let faucets drip slightly, and close off rooms you aren't using. Use space heaters only if they're in good shape, with clear space all around them, and never run a generator, grill or camp stove indoors or in an attached garage.
Flooding basement
Check that the sump pump is plugged in and the outlet's GFCI hasn't tripped. Move valuables up off the floor. If water is near the furnace, water heater or outlets, follow the electricity guidance above.
What happens when you call
- A real person answers. During the day that's usually Marisol Ibarra or someone on her dispatch team; overnight, it's our on-call dispatcher. Saturdays, you might get Stan himself.
- We help you make it safe. Before anything else, we'll walk you through shutting off the water, gas or power if that's needed.
- We tell you the fee and an arrival estimate. You'll know the $149 after-hours fee (or that it's waived for members) before we dispatch.
- You get a text with your technician's photo and name when they're on the way.
- We fix it, or make it safe until morning. Most emergencies are repaired on the spot. If a part has to be ordered, we'll stop the damage and come back first thing.
Where we respond
Emergency service covers our full service area: Hilliard, Dublin, Upper Arlington, Grandview Heights, Worthington, Westerville, Grove City, Powell, Plain City and the west and north sides of Columbus. Marysville is limited, so please call first. Overnight arrival times depend on weather and how many calls are in the queue; on a typical night we'll be there in about an hour or two, and we'll give you an honest estimate when you call.
Emergency questions
Is the emergency number different from the regular number?
No. It's the same: 614-555-0187. Calls after hours ring straight through to our on-call dispatcher.
Can I text instead?
For emergencies, please call. Texts to (614) 555-0199 are answered during office hours.
Will you charge more at night for the repair itself?
No. Same posted prices as daytime, plus the $149 after-hours dispatch fee, which Comfort Club members don't pay.
Do you help with insurance claims?
We'll document the damage with photos and a written report you can send to your insurer.
Water where it shouldn't be? No heat? Call (614) 555-0187, day or night.
Not an emergency? Book online for a daytime visit, or see our plumbing, heating and cooling services.