ER Charges | Central Florida's Knowledge Center

Emergency (ER) Charges – What You Need to Know

When to should a CSR Obtain ER Charges?
ER charges applies after normal business hours and on Sundays or holidays.
They must be collected over the phone by the CSR at the time of booking.

ER Fee Schedule

Monday – Saturday (after 6:00 PM):
- HVAC: $129
- Electrical: $129
- Plumbing: $129
Sunday (all day):
- HVAC: $129
- Electrical: $129
- Plumbing: $129
Holidays (all day):
- Flat fee for all trades: $129

Please Note: ER charges can NOT be waived unless a manager for that trade approves it.

Task Codes for Booking ER Calls

If you're booking the call in IHS:
- HVAC: DISP-010
- Electrical & Plumbing: DISP-009
If you're booking the call in FGS:
- HVAC: Emergency Diagnosis Fee
- Electrical & Plumbing: FLR-01A-E151
  (You can also type: “Emergency Assessment Fee”)

What Counts as an Emergency?

An emergency is any call booked in a 6PM–10PM or 8PM–12AM time slot after hours, on Sundays, or on holidays, where the issue can’t wait.

These are examples of emergencies:

HVAC Emergencies:

No air conditioning (no cool)
No heat
System leaking and causing damage
System is completely down

Electrical Emergencies:

Half or more of the home has no power
No power to fridge or freezer
(Must be due to an external electrical issue – we do NOT repair appliances)
Sparking
Smoking

Plumbing Emergencies:

Active water leak or flooding
No water to the home
No hot water
Several drains are backed up or no working toilets

How to Create an Invoice for ER Charges and Collect Payment

Step 1: Create the Invoice

After creating the job, go to the Pending Invoice section.
At the top of the invoice, click Add Task.

3. Add the correct task code based on the company. It must say "Emergency Diagnosis Fee." If this is not selected, the techs will not get paid:

FGS - $129 ER Fee:

HVAC: Emergency Diagnosis Fee
Electrical & Plumbing (EL & PL): FLR-01A-E151
(Or type: Emergency Assessment Fee)
FGS - $129 Holiday ER Fee:
Same as above

IHS - $129 ER Fee:

HVAC: DISP-010
EL & PL: DISP-009
IHS - $129 Holiday ER Fee:
Same as above

4.Click the green Save button.

Step 2: Collect the Payment

Click the Collect and Apply Payment button.

2. On the next screen, choose the Payment Type from the dropdown.

3.Click the blue Charge button.

Customer Payment Script:

Say this before charging the card:
"You’re on a recorded line. Just to confirm, we’ll now charge your card $129 for the emergency visit. May I continue?"