Human answers. Every hour. Every day.
An HVAC technician in a hard hat checking refrigerant gauges on a rooftop condenser unit

Heating, cooling and refrigeration contractors

24/7 HVAC Answering Service

No-heat calls in a cold snap, no-cooling calls in a heat wave, and the routine requests in between. Live US-based operators answer as your company, 24/7/365, sort the emergency from the tune-up using your rules, and reach your on-call tech only when the call warrants it.

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Operators on the floor right now

  • 85M+
    Quality connections
  • 65K
    Entrepreneurs served
  • 30+
    Years in business
  • ZERO
    Days taken off

Why these calls are different

The right questions before the truck rolls

HVAC calls come in waves. A cold snap or a heat wave can bring a season's worth of calls in a weekend, and most arrive after the dispatcher has gone home. The real cost is not only the missed call. It is also the on-call tech woken at 2am for a thermostat with a dead battery, while a no-heat call from a home with an infant waits in voicemail.

So every call is sorted by your rules, not by the operator's guesswork. Is the system completely down, or just not keeping up? Heat pump, furnace, boiler or rooftop unit? Is anyone vulnerable in the home, such as an infant or an elderly or medically fragile resident? Is the caller a maintenance-agreement customer, or a tenant who needs the owner's OK? If you charge an after-hours trip fee, the operator states it and records the caller's answer before anyone is dispatched. If you want callers to check the thermostat and the breaker first, we read them your checklist.

Safety calls skip the queue. If a caller reports a gas smell or a carbon monoxide alarm, the operator reads your safety instruction before collecting anything else. That is typically to leave the building and call the gas utility or 911. Then your on-call contact is notified. Our operators do not diagnose equipment and do not improvise technical advice. They follow the script you wrote and send the call where it says.

Operators follow your screening and safety scripts. They do not diagnose equipment or give technical advice.

Calls your team can hand off

HVAC Answering Service

No-heat and no-cooling emergencies

Screened by your rules: system fully down, outdoor temperature, vulnerable occupants, membership status. Calls that qualify go to the on-call tech, and the rest are booked for morning.

Gas smell and CO alarms

Your safety instruction is read first, before anything else is collected. Then your on-call contact is notified, every time.

Repair and maintenance requests

Tune-ups, filter and maintenance-agreement visits, and non-urgent repairs, each captured with the details your dispatcher needs to schedule it.

Estimates and replacements

Replacement quotes and new-install inquiries, logged as sales leads with the system's age, home size and best time for an estimate.

Commercial and refrigeration calls

Restaurant walk-ins, grocery cases, server rooms and rooftop units, routed by your commercial rules and contacts.

Peak-season overflow

When a heat wave or cold snap swamps the office line, overflow calls reach a person instead of a busy signal or a full voicemail box.

Who we answer for

Residential, commercial and refrigeration service

We answer for residential HVAC service companies, commercial mechanical contractors, refrigeration contractors serving restaurants and grocers, plumbing-and-HVAC shops, and new-construction installers. Coverage can be nights and weekends only, daytime overflow when the office phones are swamped during a heat wave, or around the clock. The same US-based operators answer in every case. Commercial accounts can have their own rules. A walk-in cooler failing at a restaurant, or cooling lost in a server room, can go straight to your commercial on-call contact while residential calls follow a different path.

Before you choose coverage

A straightforward answer.

How do you decide which HVAC calls go to the on-call technician?
By the rules you write, never by the operator's judgment. A typical set: system completely down in extreme heat or cold, a vulnerable occupant in the home, a commercial refrigeration failure, or any gas smell or CO alarm goes to on-call now. Partial cooling, odd noises, maintenance visits and estimates are booked for the next business day. You can set different rules by season, by temperature, or for maintenance-agreement customers.
What information do your operators collect on an HVAC call?
Whatever your dispatcher needs to act without calling back. Usually: name and a callback number confirmed by reading it back, the service address and access notes, the system type (furnace, heat pump, AC, boiler or rooftop unit), what it is doing or not doing, when it started, the thermostat setting, whether anyone vulnerable is in the home, and whether the caller is an existing or maintenance-agreement customer. For rentals, we also ask who authorizes the work. The fields and their order are yours.
Do your operators troubleshoot equipment over the phone?
No. Our operators are not HVAC technicians and do not diagnose. If you want callers to try a few first checks, such as thermostat mode and setting, batteries, the breaker or a clogged filter, write them down and operators will read them exactly as written. Many contractors find this cuts the after-hours dispatches that turn out to be a tripped breaker.
Can you quote our after-hours trip fee?
Yes. If you charge an after-hours or emergency trip fee, operators can state it in your words and record whether the caller accepts it before anyone is dispatched. Your tech then arrives knowing the fee was agreed to. If you would rather the tech discuss pricing directly, operators can be told never to mention it.
What happens if the on-call tech does not answer?
Your escalation path runs to its end. For example: the on-call tech, then a backup tech, then the service manager or owner, with set wait times between attempts. Every attempt is logged with a timestamp. The caller is told honestly when to expect a callback, so they do not start calling your competitors.
Can you handle the call spikes during a heat wave or cold snap?
Yes. That is what overflow answering is for. You can forward the office line when calls back up, or set it to roll over automatically when no one picks up, and callers reach a live operator instead of a busy signal. Emergency calls are still sorted by your rules, so the true no-heat call is not lost among the tune-up requests.
Can operators book service appointments?
Yes, in either of two ways. We can book straight into a calendar or scheduling board you give us access to, following your rules on time windows and job types. Or we can capture the request and the caller's preferred times for your dispatcher to confirm in the morning. Replacement and estimate inquiries can be booked as sales appointments separately from service calls.
How long does it take to get started?
Usually days, not weeks. The work is writing down what is now in your dispatcher's head: what counts as an emergency, who is on call, your trip fee, and the questions to ask. We help you put it in writing, test the on-call path before the first live night, and update the on-call schedule whenever it changes.
What should an HVAC company ask an answering service before signing?
Whether operators follow your written emergency rules or use their own judgment. How gas-smell and CO calls are handled, and whether your safety instruction is read first. What the escalation path does when the on-call tech does not answer. Whether operators can state your trip fee and record that the caller agreed. Where the operators are located, and whether they are employees. And whether peak-season overflow is included or priced differently.

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Other ways we answer for teams like yours.

Give your callers a real person to reach.

Talk with our team about scripts, escalation and overflow coverage. No obligation, no automated runaround.

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