What to do while you wait
| Drain or sewage backing up | Stop using water everywhere in the house. No flushing, no taps, stop the washer and dishwasher. Keep people and pets out of it. |
|---|---|
| Toilet overflowing | Take the lid off the tank and push the rubber flapper down, or turn the valve behind the toilet clockwise. Do not flush again. |
| Burst or leaking pipe | Shut the main water valve where the line enters the house. Open a low tap to drain the pipes. |
| Water near electrics | Stay out of it. Switch off power to the area at the panel only if you can reach it from a dry spot. |
| You smell gas | Leave the building, then call FortisBC's emergency line or 911 from outside. Do not call us first. |
Take photos before you move or clean anything. Your insurer will want them.
What counts as an emergency
- Sewage or grey water coming up from a floor drain, tub, shower or toilet
- The only toilet in the home is blocked
- Water is running and you cannot stop it
- Water is coming through a ceiling or into a neighbour's unit
- A sump pit is about to overflow
- A commercial kitchen or washroom is out of use
One slow sink with another working sink in the house can usually wait until morning, and you pay half as much if it does. We will tell you honestly on the phone which one you have.
How an emergency call works
- You call 1-800-604-0631, or request a call-back with your name, number, address and what is happening.
- We phone you back right away, confirm what is going on and give you the price before anyone is sent.
- A Pure Mechanical Group plumber comes to you, typically within one to two hours across Metro Vancouver and the Fraser Valley.
- We stop the damage first, then clear the blockage or make the repair.
- We run water and show you it draining before we leave. If it needs more than clearing, you get a written estimate.
What it costs
Regular hours are 9 to 5, Monday to Friday. An emergency call in regular hours costs the regular price. Outside those hours, every price is double. That is the whole rule.
| Toilet | From $269 in regular hours. Double after hours. |
|---|---|
| Sink, tub or shower | From $329 in regular hours. Double after hours. |
| Main sewer line | From $649 in regular hours. Double after hours. |
| Burst pipe, leak or other repair | $289 for the first hour on site and $189 an hour after, in regular hours. Double after hours. |
Clog prices cover up to 2 hours on site. You are told the price on the call-back, before we dispatch. Full details are in the price guide and the booking terms.
Questions people ask
Can I text you?
No. Call, or use the call-back form and we phone you. A person answers at any hour.
How fast will someone be here?
Typically within one to two hours for urgent calls. Weather, traffic and how many calls are ahead of you can change that, and we tell you the real estimate on the phone.
Do you come out to condos and businesses at night?
Yes. For a strata building, call your property manager's emergency line as well: a shared pipe is the strata's responsibility and they may need to authorise the work. See strata and commercial.
What if you cannot clear it?
The price covers up to 2 hours of trying with the right equipment. If the line will not clear because the pipe is broken or collapsed, the visit is still charged, and you get a written estimate for the repair. The full policy is in the booking terms.