KDG · FAQ & Emergencies

FAQ & Emergencies

Common questions, and what to do

in an emergency.

The questions our office hears most often, plus a clear, honest guide for plumbing and HVAC situations that genuinely can't wait.

In a True Emergency

We're not a round-the-clock dispatch service.

Calls are returned the next business day, and we aim to be on site the same or next business day. True emergencies are different: no heat in freezing weather, no water to livestock, active flooding, or no A/C in extreme heat. Call 519-506-3834 and leave a message any time, and we will respond.

If you smell gas: leave the building, call your gas utility from outside, then call us. Do not relight a pilot.

If water is actively running: shut off the main valve at the meter or street if you can. Then call.

Don't Do This

A few things that make it worse.

The fastest, cheapest fix is almost always avoiding the move that broke the thing in the first place.

Don't pour chemical drain cleaner

Caustic drain cleaners eat the inside of your pipes (and your plumber's skin). They rarely solve the real problem. Call us with a clogged drain and we'll camera it instead.

Never relight a pilot if you smell gas

If you smell gas in your home, leave the building, call your gas utility from outside, and then call us. Do not flip switches, do not relight pilots, do not hunt for the source.

Don't run an iced-up AC

If the outdoor unit or the indoor coil is iced up, running it makes it worse. Shut it off, let it thaw fully, and give us a call to find the underlying cause.

Don't ignore a slow leak

Small drips become rot, mould, and ceiling repairs faster than people expect. Even a leak under a vanity is worth a same- or next-day visit.

Emergency Guide

Until we get there: 30 things worth knowing.

True emergencies get an after-hours response. No heat in freezing weather, active flooding, no A/C in extreme heat, or no water to an agricultural barn: call 519-506-3834 and leave a message any time, and we will respond. Everything else, we return your call the next business day and aim to have someone there. Until we arrive, these steps are worth knowing.

Plumbing EmergenciesCovers: burst pipes, leaks, blocked drains, water heaters, sump pumps, frozen pipes

Locate and shut off your main water valve immediately if a pipe has burst or there is a major uncontrolled leak.
For an isolated leak under a sink or at a toilet, turn off the individual supply valve at the base of the fixture — no need to shut off the whole house.
If a toilet is overflowing, turn the valve at the base of the toilet clockwise to stop water flow, then place towels to contain any overflow.
Do NOT use store-bought drain cleaning chemicals — they can damage pipes and may make the blockage harder for us to clear safely.
For a water heater that is leaking, turn off the cold-water supply inlet and switch off the power or gas to the unit at the source.
If you suspect a frozen pipe, do NOT use an open flame or heat gun. A hair dryer on low heat applied gently from the faucet end toward the frozen section is the safest approach.
If your sump pump fails during heavy rain or snowmelt, move valuables and important items off the basement floor immediately while you wait for service.
Turn off water supply valves to appliances (dishwasher, washing machine) if they are connected to a leaking line.
Do not flush anything other than toilet paper — no wipes (even "flushable" ones), paper towels, or sanitary products.
Take photos or a short video of the issue and note when it started — this helps us diagnose and arrive prepared. Email video to general@kdgplumbing.com.

No water to the barn is a true emergency

Agricultural customers: if livestock has no water, that is a true emergency. Call and leave a message any time and we will respond.

Heating EmergenciesCovers: furnaces, boilers, hydronic heat, heat pumps, gas appliances, wood boilers

Check your thermostat first: confirm it is set to "Heat" mode and the temperature is set above the current room temperature.
Check the circuit breaker or fuse for your furnace, boiler, or heat pump — a tripped breaker is one of the most common causes of a no-heat call.
If you smell gas at any time, do not touch any switches. Leave the building immediately and call your gas utility's emergency line from outside. VERIFY gas utility phone #
Check your furnace or air handler filter — a severely clogged filter can cause the system to shut down on a safety limit. Replace it if it looks grey and dense.
For hydronic/boiler systems, check the pressure gauge on the boiler — it should read between 12 and 15 PSI when cold. If it reads zero, the system may have lost water.
Note any error or fault codes displayed on your furnace or boiler control panel and write them down — these codes tell us exactly what triggered the shutdown.
Keep interior doors open to allow heat to circulate from any rooms that are still warm.
If temperatures will drop overnight, prepare a backup heat source (e.g., an approved electric space heater) and let a faucet trickle slightly to prevent pipes from freezing.
Do not attempt to relight a pilot light if you smell gas or are unsure of the procedure — wait for our technician.
For wood boiler or wood stove systems, ensure the firebox has adequate fuel and the flue damper is properly open before assuming the system has failed.

Viessmann boiler owners

Your Viessmann shows the system pressure and an error code right on its display. Leave a message with the pressure reading and the error code so we know how to help before we arrive.

Cooling EmergenciesCovers: central AC, heat pumps in cooling mode, mini-splits, condensate issues

Check the thermostat: confirm it is set to "Cool" mode, the fan is set to "Auto" (not "On"), and the set temperature is below the current indoor temperature.
Check the circuit breakers for both the indoor air handler and the outdoor condenser unit — these are often on separate breakers.
Inspect and replace your air filter if it is dirty. A clogged filter is the single most common cause of AC underperformance and freeze-ups.
Check the outdoor condenser unit: clear away any leaves, grass clippings, or debris that may be blocking airflow around the unit.
If the indoor coil or outdoor unit is covered in ice, turn off the "Cool" mode but leave the fan running on "Fan Only" to thaw the ice — typically 2–4 hours. Do not run cooling again until fully thawed.
Check around the indoor unit (furnace/air handler) for water pooling — this can indicate a clogged condensate drain line. You can try pouring a cup of water into the drain pan to test flow.
Do not run the AC if it is making unusual grinding, banging, or screeching sounds — turn it off and call us to avoid further damage.
Keep blinds, curtains, and shades closed on sun-facing windows during peak afternoon hours to reduce the heat load on your system.
Limit heat-generating appliances (oven, dryer, dishwasher) during the hottest part of the day to reduce the strain on your cooling system.
Use ceiling fans or portable fans to circulate air — the wind-chill effect makes rooms feel cooler without lowering the thermostat.

Frequently Asked

What the office hears most often.

The everyday questions from the phone.

What areas do you cover?

For residential plumbing and HVAC, our home loop is the Grey-Bruce core: Hanover, Walkerton, Chesley, Durham, Priceville, Ayton, Mildmay, Teeswater, Tiverton, Kincardine, Glammis, Saugeen Shores, and the surrounding area.

For commercial, ICI, and hydronic specialty work, we travel further across Southern Ontario: Mitchell, Barrie, Essa, Wasaga Beach, and beyond when the project warrants. Get in touch if you're not sure.

How fast can someone come out?

Phone calls during business hours get a callback within 24 hours, and we typically have someone on the job the same business day or the next. For non-business-hours calls, you'll hear back the next business day.

For true emergencies (no heat in freezing weather, active flooding, no water to livestock, no A/C in extreme heat), please call and leave a message any time and we will respond. See the emergency section above.

Do you handle residential or commercial?

What brands do you install?

Do you offer warranties?

How do I book a service call?

Do you offer maintenance plans?

Do you do financing?

Are you licensed and insured?

Where are you based?

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519-506-3834