You made the call. The technician is coming. But it could be an hour, maybe two, before they arrive. Meanwhile, the house is getting colder by the minute—or hotter, if it’s summer. Your elderly mother is asking for another blanket. Your kids are cranky and uncomfortable. Or worse, you smelled something burning and you’re not sure if the house is safe.
What do you do right now?
At H&H Heating and Air Conditioning, we don’t just dispatch a technician and leave you wondering. We help you through the wait. Here’s how to keep your family safe and comfortable in the critical hours between your emergency call and when help arrives.
Assess the Situation First
Before anything else, identify what type of emergency you’re dealing with. Different situations require different immediate actions.
No heat in freezing weather means cold exposure risk for your family and potential pipe damage to your home. No AC in extreme heat creates risk of heat exhaustion and heat stroke. A gas smell indicates potential explosion or poisoning risk—this requires immediate evacuation. A carbon monoxide alarm signals immediate poisoning risk. A burning smell or smoke means possible fire hazard. Water flooding from your unit means potential water damage.
Each of these requires a different response. The next sections cover exactly what to do for each situation.
Gas Leak Emergency: Get Out Immediately
If you smell the distinctive rotten-egg odor of natural gas, this is the most serious emergency you can face. Gas leaks can lead to explosions and poisoning—every second matters.
Do not flip any light switches, use phones inside the house, light matches or candles, start vehicles in an attached garage, or try to find the leak yourself. Even a small spark from a light switch can ignite accumulated gas.
Do leave the house immediately—get everyone out, including pets. Leave doors open as you exit to help ventilation. Once you’re safely outside and away from the building, call your gas company’s emergency line and 911. Stay away from the house until professionals clear it. Don’t re-enter for any reason until you’re told it’s safe.
This is not a situation to wait for an HVAC technician. Get out first. Once you’re safe, call us—we’ll help coordinate next steps after the gas company clears your home.
Carbon Monoxide Emergency: Evacuate and Call 911
Carbon monoxide is called the “invisible killer” because you can’t see, smell, or taste it. If your CO alarm sounds, take it seriously every single time. The symptoms of CO exposure—headache, dizziness, nausea, confusion, weakness—can be mistaken for the flu, which makes this gas particularly dangerous.
If your alarm sounds or family members show symptoms, evacuate everyone immediately, including pets. Call 911 from outside the home. Don’t go back inside to open windows—your safety is more important. Get fresh air and stay outside. Seek medical attention if symptoms persist. Don’t restart your furnace until it’s been professionally inspected.
According to the CDC, more than 400 Americans die from accidental carbon monoxide poisoning each year. We’d rather you err on the side of caution than take chances with this invisible threat.
Burning Smell or Smoke: Know When to Evacuate
Not every burning smell is an emergency, but some absolutely are. Here’s how to tell the difference.
If you see flames or heavy smoke, evacuate immediately and call 911. Don’t try to investigate or extinguish—get everyone out.
If you notice a mild burning smell without visible fire, turn off your HVAC system immediately at the thermostat. Check for obvious sources like paper or debris near vents. If the smell persists after the system is off, evacuate as a precaution and call for emergency service.
One exception: a brief burning dust smell when you first turn on your heat for the season is often normal—it’s dust burning off components that haven’t been used in months. But a persistent or strong burning smell, especially a plastic or electrical odor, is not normal and needs professional attention.
No Heat in Freezing Temperatures: Staying Warm Safely
When your furnace fails in winter, you need to keep your family warm while protecting your home from pipe damage.
Gather everyone in one room to conserve body heat together. Choose an interior room on the lowest level if possible. Layer up with multiple thin layers rather than one thick layer. Use blankets, sleeping bags, and comforters. Block drafts with towels under doors.
For supplemental heat, electric space heaters are your safest option—but they require careful use. The CPSC reports that portable heaters are involved in approximately 1,600 fires per year. Keep space heaters at least three feet from anything that can burn. Plug directly into a wall outlet, never an extension cord. Turn them off when leaving the room or going to sleep.
Never use these indoors: Gas ovens or stovetops for heat, outdoor propane or kerosene heaters, charcoal or gas grills, or generators—even in a garage with the door open. These produce carbon monoxide and have killed people who thought they were making a safe choice.
Protecting Your Pipes from Freezing
Frozen pipes can cause thousands of dollars in water damage—sometimes more than the HVAC repair itself.
Open cabinet doors under sinks to allow warm air circulation around pipes. Let faucets drip slightly—running water resists freezing. Focus on vulnerable pipes near exterior walls and in unheated areas. Try to maintain indoor temperature above 55°F if possible.
If you notice a pipe starting to freeze, apply gentle heat with a hair dryer. Never use an open flame. If a pipe bursts, shut off your main water supply immediately.
No AC in Extreme Heat: Staying Cool Safely
Heat-related illness can develop quickly, especially in vulnerable family members.
Stay hydrated—drink water constantly, even if you don’t feel thirsty. Move to the coolest area of your home, typically the lowest level. Block direct sunlight by closing blinds and curtains. Use fans to create airflow. Apply cold water to pulse points—wet towels on neck, wrists, and ankles. Take cool showers or baths. Avoid cooking with the oven.
Watch for signs of heat exhaustion: heavy sweating, weakness, cool clammy skin, fast weak pulse, nausea, and dizziness. If someone stops sweating, becomes confused, or has hot dry skin, that’s heat stroke—call 911 immediately.
Protecting Vulnerable Family Members
Certain family members face higher risks during temperature extremes.
Elderly adults may not perceive dangerous temperatures as well. According to the National Institute on Aging, even mildly cool homes with temperatures from 60 to 65°F can lead to hypothermia in older adults. Check on them frequently and watch for confusion, weakness, or slurred speech.
Infants and young children can’t regulate body temperature as effectively and can’t communicate discomfort clearly. Monitor them closely.
Family members with chronic conditions—heart disease, respiratory problems, diabetes—are affected more severely by temperature extremes. Some medications also affect temperature regulation. Consider relocating vulnerable family members sooner rather than later if your HVAC fails.
When to Leave Your Home
Some situations require leaving, even if it’s inconvenient.
Leave immediately for gas leaks or carbon monoxide alarms. Consider leaving if temperatures are dropping rapidly with no safe alternative heat, if heat index exceeds 100°F with vulnerable people present, if anyone shows symptoms of hypothermia or heat illness, or if you feel unsafe for any reason.
Options include family or friends’ homes, hotels, public cooling or warming centers, or 24-hour businesses. Don’t wait until conditions become dangerous.
Signs You Need to Call 911 Instead
Some situations have escalated beyond an HVAC emergency into a medical emergency. Call 911 immediately if you notice:
Signs of hypothermia: Severe shivering that suddenly stops, confusion, slurred speech, drowsiness, weak pulse, or loss of coordination.
Signs of heat stroke: Hot dry skin (no sweating), confusion, rapid pulse, body temperature above 103°F, or loss of consciousness.
Other emergencies: Gas smell getting stronger, CO symptoms appearing in family members, visible flames or spreading smoke, or anyone showing signs of serious illness.
Don’t wait for the HVAC technician if someone needs medical attention. Get emergency help first.
What to Have Ready When We Arrive
Help us help you faster. Clear a path to your equipment—both indoor and outdoor units. Know your system basics if possible: brand, approximate age. Be ready to describe what happened and when. Share any troubleshooting you’ve already tried. Secure pets away from the work area.
Stay in Communication
Don’t hesitate to call us back if your situation changes, conditions worsen, or new symptoms appear. Ask about updated timing. Request phone guidance—there may be additional steps you can take while waiting. Report any safety concerns, as we may be able to escalate your priority.
We stay in contact and provide updates because we know waiting during an emergency is stressful.
The time between making an emergency call and the technician’s arrival can feel like forever—especially when your family’s comfort or safety is at stake. But what you do during that time makes a real difference.
At H&H Heating and Air Conditioning, we’re with you from the moment you call. We’ll guide you through staying safe, give you honest updates on timing, and get there as fast as we can. In an HVAC emergency, call 804-784-4354—we’ll help you stay safe while we’re on the way.
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