Emergency Repair

Purpose: Defines the 24/7 Emergency Property Repair line: what counts as an emergency, the dispatch fee, and how emergency jobs convert into permanent-repair work. Pete owns dispatch and crew response; the after-hours answering service takes the calls; Rosa reconciles every emergency job in GHL the next business morning.

What counts as an emergency

• Active leaks with water entering the home right now
• Storm damage exposing the interior (missing shingles or decking over living space)
• Fallen-tree strikes on the roof or structure
• Board-ups after break-ins, vehicle impacts, or broken windows/doors
• Emergency tarping ahead of incoming weather

Not emergencies: a stain that appeared last month, a missing shingle with no active leak, "I'd like this looked at soon." Those are standard leads and get the normal 15-minute business-hours callback, next morning if they came in overnight.

The dispatch fee (say it exactly like this)

Emergency dispatch fee $450 flat + tarping, credited if Summit does the work.

• The $450 covers getting a crew out at any hour and stabilizing the situation, including tarping.
• If the customer hires Summit for the permanent repair, the $450 comes off that invoice in full.
• The fee is collected at dispatch or on site, before or at time of service, not billed later.
• No one waives the fee on the phone. Waiving or discounting it is a Dave call, full stop.

How an emergency call flows

1. Call hits the 24/7 line. After hours, the answering service triages with our script: location, what's happening, is water actively entering, is anyone in danger.
2. Life-safety issues (structural collapse risk, downed power lines, fire) get told to call 911 first. We stabilize property, we do not do rescue.
3. The answering service pages the on-call lead (Pete or his designated crew lead). Target: crew contact with the customer within 30 minutes of triage, any hour.
4. Crew stabilizes: tarp, board-up, stop the water. CompanyCam photos of everything, before and after.
5. Job is logged in GHL and skips straight to Estimate Scheduled after triage; emergencies do not sit in New Lead.
6. Next business day, Rosa confirms the record and Tara schedules the permanent-repair estimate. Standard clock applies from there: estimate delivered within 3 business days of the site visit.

Why this line exists

Emergency work is the front door. A tarped roof at 2 a.m. becomes a replacement estimate by Friday, and the credited dispatch fee makes hiring us the obvious next step. Treat every emergency customer like the long-term customer they usually become; see Buying Triggers for why these callers move fast.

Boundaries

• Service area still applies: roughly the 45-minute radius around Riverton. Outside it, refer to a closer contractor; do not send a crew two hours out at night.
• We stabilize and repair property. Water extraction, mold remediation, and contents restoration are referrals; see What We Do Not Do.
• Never promise the permanent-repair price on an emergency call. Stabilize first, estimate after.

Related

• Offer Library
• Emergency Job SOP
• Roofing Services
• Pricing and Estimating Rules
• Buying Triggers
• What We Do Not Do