When the heat dies at 9 PM, a person answers
Not a phone tree. Not a "your call is important to us." The office picks up until 10 every night, seven days a week, and true emergencies get a tech after hours.
Priority dispatch
What counts as an emergency
No heat when it's below freezing. No cooling when there's a heat-warning and someone elderly or medically fragile in the house. Gas smells — call National Grid and 911 first, then us for the repair. Water pouring from a burst tank or a boiler relief valve. These calls jump our schedule, every time. One reviewer keeps a service contract on her elderly father's house two hours from where she lives specifically because we show up "even on weekends/after hours."
What happens when you call
- You talk to a person — Cindy, in our Stapleton office, during the day
- We quote the diagnostic fee on the phone, before a truck rolls
- You get a realistic arrival window, not a fiction — if we can't make it today, we say so on the phone
- The tech carries common failure parts: igniters, capacitors, thermocouples, circulators, low-water cutoffs
- You get a written price before repair work starts, emergency or not
While you wait
No heat: keep interior doors open and let faucets drip if pipes run along outside walls. No AC in a heat emergency: close blinds on the sun side, run fans, and get vulnerable people to the coolest room. Gas smell: don't flip switches — leave, then call National Grid at 718-643-4050 and 911 before anything else.