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Understanding Emergency vs. Non-Emergency Service Calls

While we understand how inconvenient water issues can be, many water problems can either safely wait until the next business day when standard service rates apply or may not be due to your water treatment equipment and we want you to avoid our charge in addition to a plumber, well or HVAC technician. To help you make the right service request and avoid unnecessary charges, we’ve outlined the difference between Emergency and Non-Emergency service calls.

These are calls for urgent situations that require immediate attention to protect health, address harmful water quality issues or prevent significant property damage. These calls are responded to outside of normal business hours or at short notice.
  • A major leak or water spraying everywhere due to one of your water treatment equipment pieces
  • No water in the home due to one of your water treatment equipment pieces
An Emergency Service Call starts at a rate of $299 plus labor and materials
To reach a technician for an Emergency Service Call please contact 585-301-3825.
Non-emergency calls are important, but do not pose immediate risks to safety, health or property and can be scheduled during normal working hours.
  • Out of product such as salt, chlorine or routine filter changes
  • A small leak that is a slow drip or is manageable
  • Water quality changes such as hardness or iron
  • Low water pressure without complete loss of water
  • Issues with RO drinking water as your home still has a working water supply through your regular plumbing. While it may be inconvenient, it does not pose an immediate health risk or require urgent repair.
  • Electrical issues affecting a single outlet or switch
Schedule Non-Emergency Service
Here are a few things you can check to help isolate the problem. This can save you time, money, and frustration — especially if the issue lies elsewhere in your water system.
Water Leaks
  • Shut off water to the system via the bypass valve
  • Turn off the main water supply if the leak is severe and you cannot isolate the system
  • Unplug any water treatment equipment or other equipment that is NEAR AND NOT IN standing water to avoid electrical hazards
No Water
  • Check if your system is in bypass mode — sometimes flipping the bypass valve can temporarily restore flow to the house.
  • If you’re on a well, check your pressure tank and pump settings

Water Smell or Taste
  • Avoid using the water for drinking or cooking. Use bottled water for consumption and hygiene until we can inspect the system.
Alarms or Beeping
  • Note the error code or alarm showing on your control panel.
  • Unplug and reset the unit if your system manual recommends it, but only if you feel comfortable.
  • Do not open sealed components or tamper with wiring or plumbing — wait for a technician.

Find solutions to your water problems immediately.
Get THE CLEAN WATER PLAYBOOK today!

A comprehensive overview of more than 15 common
water contaminants — and how to solve them.

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