HVAC company after-hours dispatch.
No heat in February, no AC in August — the calls don't wait. Here's how solo HVAC contractors and small shops route after-hours emergencies without sitting on the phone.
No heat in February, no AC in August — the calls don't wait. Here's how solo HVAC contractors and small shops route after-hours emergencies without sitting on the phone.
Categorize by urgency (no heat in winter / no AC in summer / both inhabitable / can wait) and by complexity (simple residential / commercial / refrigerant). Route urgent residential to your on-call tech (or rotation), commercial to the senior tech, anything refrigerant-related to the licensed handler. Routine calls wait until morning.
Most HVAC shops with 2+ techs run a weekly on-call rotation. Tech A is on call Mon-Fri night, Tech B Sat-Sun. Owner is the backup if tech doesn't pick up within 15 minutes.
Document the rotation in a shared calendar. Update the routing system monthly so the right person gets dispatched.
Customer calls or texts the after-hours number / URL. Picks the issue type. System dispatches to the on-call tech with full ticket details (customer name, phone, address, issue, history if known).
Tech accepts via a one-tap link in the email. Customer gets confirmation. Owner is cc'd but doesn't have to act.
Standard HVAC after-hours surcharge: $75-$150 dispatch + $25-50/hr premium on labor. Set this clearly in your routing form so customers self-select on price.
Customers who decline the premium often have non-emergency issues — exactly the calls you don't want disrupting your evening anyway.
Categorize by issue, route to the right tech, fall back to you. 14 days free.
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