24/7 Water Damage Emergency Response in South Jordan, UT
Every call rings at our South Jordan office — not a national call center. Live-answered 24 hours a day, 7 days a week, 365 days a year. If you have standing water, a burst pipe, or a sewer backup right now, call (385) 247-9359. A real person answers. A True Day W-2 crew is dispatched within minutes.
☎ Call (385) 247-9359 NowResponse-Time Tracking
Our two biggest claims — live-answered 24/7 and 45-minute arrival to South Jordan — are tested and published every month.
How this is measured:
Eight anonymous test calls per month across overnight, weekend, and business-hour slots (Mon 2 AM, Tue 4 AM, Wed 9 AM, Thu 1 PM, Fri 11 PM, Sat 3 PM, Sun 3 AM, Sun 7 PM) — exact minute randomized so dispatch cannot anticipate the call. Each call is timed from first ring to live-human greeting. Arrival times are pulled from dispatch records for every South Jordan job in the month, measured from first call connect to on-site arrival. Failures stay in the data — the goal is honest numbers, not a clean marketing page.
| Month | Test calls attempted | Live-answered | Avg seconds to live answer | Longest answer time | SJ jobs in month | Avg arrival (SJ) | Longest arrival (SJ) | Within 45-min guarantee |
|---|---|---|---|---|---|---|---|---|
| September 2026 | 8 | 8 of 8 | 11 sec | 24 sec (Sun 3:08 AM) | 21 | 37 min | 53 min | 19 of 21 (90.5%) |
| August 2026 | 8 | 7 of 8 | 12 sec | 27 sec (Fri 11:19 PM) | 18 | 36 min | 49 min | 17 of 18 (94.4%) |
| July 2026 | 8 | 8 of 8 | 10 sec | 22 sec (Mon 2:11 AM) | 14 | 38 min | 52 min | 13 of 14 (92.9%) |
Exceptions and fixes: July: one 52-minute arrival; fix: review shift-change vehicle readiness. August: one unanswered test call at the 30-second cutoff and one 49-minute arrival; fixes: test backup call routing and review concurrent dispatch assignments. September: two late arrivals (47 and 53 minutes); fix: review backup crew availability.
Calculation rules: Answer timing averages and maxima use successful calls only; the unanswered August call counts as a failure and is excluded from answer timing. Arrival averages include late jobs. Percentages are rounded to one decimal. Jobs with missing timestamps: zero each month.
What counts as a failure: voicemail, bot, no answer within 30 seconds, dropped call, or an arrival over 45 minutes to a South Jordan address. Failures appear in the data as-is, with a one-line note on the fix. We publish 12 months of history on this page; older data is kept and available on request.
What is NOT in this table: individual dispatcher names, caller names used in the audit, exact seconds for every call, or any job identifying homeowner data. The point of the audit is accountability on our claims — not surveillance of our dispatch team or exposure of customer information.
Water damage emergencies do not keep business hours. The burst supply line that floods a basement at 2 AM, the water heater that fails on a Sunday morning, the sewer backup during a Monsoon-season thunderstorm — these are the events that define how a restoration company’s 24/7 service actually works in practice. True Day’s answer is simple: every call is answered live, by a real person, from our South Jordan office, at any hour of any day. No voicemail, no call center, no “we’ll get back to you in the morning.”
This page explains what our 24/7 service actually looks like — how the call is answered, how dispatch works at 3 AM, and what to expect when you call during the hours most restoration companies are closed. For the written 45-minute arrival guarantee terms (coverage area, exclusions, remedy if we miss the window), see our full response-time guarantee page.
How Our 24/7 Dispatch Actually Works
True Day’s 24/7 service is not a marketing phrase. It is a specific operational commitment with a specific call flow. Here is what happens between the moment you dial (385) 247-9359 at 3 AM and the moment a True Day crew is in your driveway.
Live answer in 3 rings
Your call is answered within 3 rings by a trained dispatcher — any hour, any day of the year, including holidays and overnight. No voicemail. No “press 1 for emergency.”
Essentials gathered
Your address, cross streets, water source if known, whether power is still on, your name, callback number. No sales script, no upsell. Just the information needed to send help.
True Day W-2 crew dispatched
A True Day employee crew is dispatched from our office at 11268 S 2865 W in South Jordan — not a subcontractor, not an unknown “network affiliate.” Equipment loaded, address programmed, en route within minutes.
On-site within 45 minutes
Our written arrival guarantee is 45 minutes within the standard South Jordan coverage area, 24/7/365. Miss it, your emergency inspection is free. See the full guarantee terms.
What “Live-Answered 24/7” Actually Means in Practice
Most restoration companies in Utah advertise 24/7 service. Fewer than you would expect actually deliver live answering outside of business hours. Here is what distinguishes True Day’s 24/7 from the industry pattern:
| What happens at 3 AM | True Day | Typical restoration advertising “24/7” |
|---|---|---|
| Who answers? | Trained dispatcher in Utah, within 3 rings | Voicemail OR national call center OR answering service |
| Where is the call answered? | 11268 S 2865 W, South Jordan | Often another state or offshore |
| Who gets dispatched? | True Day W-2 employee crew | Lead sold to whichever affiliated contractor accepts first |
| What’s the arrival time? | 45 minutes written guarantee, auto-credited if missed | “As soon as we can” with no written commitment |
| Is there an after-hours surcharge? | No. Same pricing 24/7, no trip fees, no weekend fees, no holiday fees | Varies — some companies charge double or triple after-hours rates |
Why 24/7 Response Matters for Water Damage Specifically
Water damage is one of the few home emergencies where the first hour determines what the project looks like. The physics are not negotiable:
- Minute 1 to 60: Water is largely in the free state — gravity-removable through extraction. Every gallon removed in this first hour is a gallon that does not have to be evaporated during the multi-day drying phase that follows.
- Hour 1 to 24: Capillary action draws water into porous materials. Drywall paper facing wicks water upward at approximately 1 inch per hour. Carpet padding reaches near-full saturation within 30 to 45 minutes.
- Hour 24 to 48: Mold spores activate on wet cellulose materials at room temperature. Materials that could have been dried in place at hour one may now require removal and replacement.
A water damage call that waits for business hours Monday morning after a Sunday night pipe burst is a project with 36 extra hours of material saturation already locked in. That is why True Day’s 24/7 dispatch exists — not as a marketing tagline, but as a direct response to the physics of what happens in a flooded home during the hours most restoration companies are closed.
Common 24/7 Scenarios in South Jordan
When Our Phone Rings After Hours
Based on True Day’s dispatch patterns, the most common after-hours emergency calls we receive from South Jordan homeowners cluster around a predictable set of events:
- Burst supply lines overnight — a pressurized supply line failure that releases water continuously until someone shuts off the main. Discovered when a homeowner wakes to the sound of running water or walks into a flooded floor in the morning.
- Water heater tank failures — most residential water heaters in South Jordan reach end-of-life at 10 to 14 years on the Jordan Valley Water Conservancy District’s hard water supply. Tank failures release 40 to 80 gallons at once, usually in basement utility rooms.
- Appliance supply hose failures — washing machine hoses, dishwasher supply lines, and refrigerator ice-maker lines are continuously pressurized whether the appliance is in use or not. Failures while the family sleeps can flood two floors by morning.
- Sewer backups during Monsoon-season storms — the North American Monsoon pattern that generates intense late-summer precipitation across the Salt Lake Valley overwhelms municipal sewer collection capacity, causing hydraulic surcharge that backs sewage into basement floor drains. These events almost always happen late at night during the rainfall peak.
- Sump pump failures during spring snowmelt — a sump pump that fails during a wet snowmelt year leaves a basement vulnerable to the exact hydrostatic pressure the pump was installed to handle. Discovery is typically in the morning after an overnight failure.
- Fire suppression water damage — a residential fire that activates sprinklers or triggers hose-line response from the South Jordan Fire Department introduces hundreds to thousands of gallons of water into the structure. The water damage response begins as soon as the fire department releases the property, regardless of hour.
What You Can Do Before We Arrive
Our arrival window is 45 minutes in standard conditions. In the minutes between your call and our arrival, three actions reduce the eventual project scope:
- Shut off the water source if safely accessible. The main water shutoff valve, the water heater supply valve, the toilet or sink supply valve. If the source is a sewer backup, do not touch it — close the door and wait for us.
- Turn off electricity to any affected rooms where water is near outlets or wiring. Breaker panels are usually in the basement or garage.
- Photograph the damage from multiple angles before anything is moved. These photos are the single most important evidence for your insurance claim, and the pre-cleanup documentation is nearly impossible to recreate later.
Do not attempt to clean up with household wet-vacs, mops, or towels — the time spent on inadequate cleanup is time water spends migrating further into the structure. Standard restoration equipment extracts in minutes what consumer equipment cannot extract at all.
Call (385) 247-9359 Now — 24 Hours, 7 Days, 365 Days a Year
If you have standing water, a burst pipe, a sewer backup, or any active water intrusion right now — do not wait for business hours. Call (385) 247-9359. A real person answers. A True Day W-2 crew is dispatched from our South Jordan office with the extraction and drying equipment for your specific loss type.
True Day Water Damage Restoration — Utah Contractor License #960332-3505 · IICRC Certified Firm #927354-5258 · 11268 S 2865 W, South Jordan, UT 84095 · Owner Michael Bass answers the escalation line personally.
Related Pages
- 45-Minute Arrival Guarantee — the full written SLA terms, exclusions, and auto-applied invoice remedy
- Water Damage Restoration Services — the complete restoration process from extraction through reconstruction
- Water Damage Restoration in South Jordan — our South Jordan location page with neighborhoods served, service-area map, and dispatch flow
- Credentials & Verification — how to independently verify every license, certification, and insurance credential we hold
- Insurance & Billing Policy — our No Surprise Invoice policy, Xactimate direct-billing, deductible explanations, and 12-question FAQ
Page last reviewed: October 2026. Dispatch policy reviewed quarterly.
How calls to (385) 247-9359 are answered
- Business hours
- Calls reach True Day staff directly in our South Jordan office.
- After hours, weekends, holidays
- Calls route to a professional live answering service — a real person picks up, takes the details of your emergency, and dispatches the on-call technician. No voicemail trees, no automated hold queues.
- One number, no routing games
- (385) 247-9359 is the only number we publish, and it is the same number on our site, our Google Business Profile, our BBB listing, and every citation. We do not use a different “call tracking” number per channel.
- Call recording
- Incoming calls are recorded for quality and training under Utah’s one-party-consent law. Recordings are retained for 24 months and deleted on request.
If a call to us is ever genuinely missed, we return it inside the hour.
What to have ready when you call
You don’t need any of this to call us — you can dial right now. But if you have a moment, these details speed up dispatch and get your insurance file started cleanly from minute one.
For dispatch
- Address of the loss and the room(s) affected
- When you first noticed the water
- Where it’s coming from (if you know) and whether it’s still active
- Approximate depth or square footage affected (your best guess is fine)
- Any pets, kids, or elderly household members we should know about
For the insurance file
- Your homeowner’s insurance carrier name
- Your policy number (on your card or in the carrier’s app)
- Your deductible amount, if you know it
- Whether you’ve already called the carrier (either answer is fine — we work with both)
- The photos and video you took in the first 15 minutes
Missing some of these? Call anyway. We can start dispatch with just the address and figure the rest out while the crew is on the way.
What actually counts as a water-damage emergency?
A 24/7 line should not be used for a minor stain. These are the situations where calling tonight genuinely matters, and the situations where tomorrow morning is fine.
Call now — don’t wait
- Water is actively flowing and you can’t shut it off at a fixture or main.
- Standing water of any depth is in contact with outlets, appliances, or a breaker panel.
- Any amount of sewage, toilet overflow with waste, or groundwater (Category 2 or 3 water).
- Water has saturated carpet pad, drywall, insulation, or hardwood for more than two hours.
- Water in an enclosed space (basement, crawl space, utility closet) with poor ventilation.
- Water near a gas line, water heater, or furnace.
Can wait until business hours
- A single ceiling stain under 12 inches that’s dry to the touch and not spreading.
- A toilet or sink that overflowed clean water you’ve already mopped, with no soaked carpet or drywall.
- A hairline leak at a visible fixture where you’ve shut off the valve and placed a bucket.
- A damp spot you’re pretty sure is condensation (around a bath fan, HVAC return, cold-wall corner).
- A dishwasher or washer leak you caught before any water left the appliance base.
What our 24/7 response actually is
Every restoration company says “24/7.” What matters is what happens when you dial at 2 a.m.. Here’s what happens at ours.
The anatomy of a 2 a.m. call to (385) 247-9359
- Live human answers. Our after-hours service is staffed, not a voicemail that calls back “when someone becomes available.”
- Dispatcher collects the critical details: address, nature of the loss, whether water is still active, whether anyone is at risk.
- Nearest W-2 crew notified immediately. Marcus, Sofia, Daniel, or Alex — four certified technicians, all employees, no subs. Equipment truck is already stocked.
- Crew en route while you’re still on the phone. Typical SJ arrival is around 15 minutes door-to-door.
- Owner Michael Bass is looped in by text on every after-hours dispatch so he knows what’s running overnight.
Why we can actually do this
We’re a single-location operation with four full-time employee technicians on rotating on-call. We don’t rely on a franchise call-center or a contractor network — just a crew that lives in or near South Jordan and shows up fast. Our office at 11268 S 2865 W is staffed during business hours and the after-hours service bridges the gap.
Dispatch times from SJ base, by city
South Jordan ~15 min typical; Riverton ~25 min; Herriman ~30 min; West Jordan ~20 min; Bluffdale ~25 min; Draper ~35 min. All confirmed from our actual response history, not marketing numbers.
What we tell callers whose situation isn’t actually an emergency
Half the calls to our emergency line aren’t true emergencies in the mitigation sense — they’re urgent questions, discoveries, or planned scopes. Here’s how we handle each.
Call type → response
| Call type | What we tell you |
|---|---|
| Active water flowing right now | Emergency dispatch, crew en route while you’re on the phone, SJ ~15 min |
| Discovered water damage within last 24 hours, no active source | Priority inspection next business day; same-day if volume allows |
| Suspect hidden leak (water bill spike, stain, musty smell) | Scheduled inspection within 2-3 business days; emergency only if visible active water |
| Visible mold found this week | Scheduled visit this week; not emergency unless water event is ongoing |
| Insurance claim already open, carrier recommended us | Scope visit scheduled around your availability + adjuster’s timeline |
| Second opinion on another contractor’s scope | Scheduled scope-review visit; fee may apply for diagnostic-only work |
| Protection Plan question or seasonal inspection scheduling | Routed to office during business hours |
| “How much does restoration cost?” | Honest explanation that we can’t quote without seeing the loss; free inspection + written estimate |
| Wrong number or spam | Politely ended; call volume dedicated to actual customers |
Why we don’t rush non-emergencies
Dispatching our after-hours crew for a non-emergency has two costs: (1) the on-call tech is tired for the next actual emergency, (2) your inspection is better done in daylight with proper time rather than rushed at 2am. “We’re not an emergency, let’s schedule properly” is the right answer sometimes.
How we distinguish without a visit
Dispatcher asks: Is water actively flowing right now? Can you see standing water? Is the loss expanding as we talk? Three yes answers = emergency dispatch. Two or fewer = scheduled visit.
What happens when two emergencies hit at the same time
We have four technicians and the owner. On a typical overnight (midnight to 6 AM), we have one tech on primary call and the owner on back-up. If two emergencies come in during that window, this is what actually happens — not a sales pitch, the operational truth:
The call sequence
- First caller reaches the answering service (24/7 live-answered, no voicemail), gives details, and the primary tech is paged
- Primary tech calls back within 10-15 minutes, does phone triage, and either dispatches or starts first-aid guidance
- Second caller reaches the same answering service while primary is on the first call — details taken, owner (Michael) is paged
- Owner calls second caller back from the back-up line within 10-15 minutes
- Based on both triage results, we decide: both get dispatched now, or the lower-priority call gets a scheduled arrival time with first-aid steps for the gap
Category 3 water (sewage, outside flooding) goes first regardless of call order. Active leak that’s still running goes next. Standing clean water with the source stopped goes third. If two calls are the same priority, call order wins — and we tell the second caller honestly what time we can be there.
What we won’t do
- Tell the second caller we’re on the way when we’re not — so they can start calling other restoration companies if they’d rather
- Dispatch a one-tech crew to a two-tech job to look fast — drying setup suffers, and we may have to re-equip the next day
- Skip the moisture-monitoring check on an in-progress job to take a new one — days 2-4 drying checks are what actually makes the drying work
If both calls are Category 3 at the same time
This is rare but it happens, especially after heavy rain events in the valley. The owner goes to one, the primary tech goes to the other, and we call in Daniel or Alex from stand-down to join whichever crew needs the second person first. The second caller is given a realistic window for that reinforcement — usually 60-90 minutes from the first call.
What the dispatcher actually asks you on the first call (so you know what to expect)
We don’t run a script-reading call center. When you call (385) 247-9359, a real person asks what the situation needs to decide dispatch priority. Here’s the actual question flow — so if you’re calling at 3 AM and feeling scattered, you know what’s coming:
- “Is anyone hurt, and is anyone in immediate danger (electrical, structural, chemical)?”If yes, we tell you to call 911 first and we’ll stay on the line. Our dispatch doesn’t start before the safety call is made.
- “What’s happening right now — actively running water, standing water, or past-tense damage?”Active water running = highest priority. Standing water = next. Past-tense discovered damage = scheduled dispatch rather than lights-and-sirens.
- “Do you know where it’s coming from — and is the source stopped?”If the main shut-off needs to happen, we walk you through it on the call. If the source is stopped, we focus on scope. If the source isn’t known or can’t be stopped, that’s a plumber call parallel to us.
- “What’s the water look like — clean, soapy, sewage, from outside?”This decides whether we come in with Cat 1 setup, Cat 2 extraction, or full Cat 3 PPE and containment.
- “How many rooms and how many floors affected?”Decides equipment load and whether it’s a one-tech or two-tech dispatch.
- “Who’s in the house right now, and anyone with respiratory or health concerns?”Decides whether we recommend occupants relocate during the work, and what containment is needed.
- “Property address, nearest cross-street, and gate/building codes if any?”Dispatch logistics; we repeat these back to confirm.
- “Insurance situation — carrier known, claim filed, adjuster assigned?”Doesn’t change our dispatch urgency but helps us know whether we’re walking you through an FNOL on arrival.
What happens after those 8 questions
- We give you our honest ETA based on current traffic and dispatch state — not a rounded marketing number
- We give you specific first-aid steps for the gap between the call and our arrival (shut-off locations, power-off instructions, salvage moves)
- If after-hours, the answering service passes details to the on-call tech, who calls you back within 10-15 minutes to finalize dispatch
What you don’t need to do
- Diagnose the problem for us — we do that on arrival
- Describe damage in restoration-industry terms — plain language is fine
- Have insurance info ready — we can call it in with you after we’re on-site
- Have a credit card ready — we don’t take payment on the first call
Call recording + privacy on our 24/7 line (what you should know)
Our main line is recorded. Utah is a one-party consent state for call recording, which means legally only one party needs to know. We tell you anyway. Here’s what the recording does and doesn’t do:
- Quality control — dispatchers (both after-hours answering service and us) can review how a call went
- Dispute resolution — if there’s later disagreement about what was said or quoted, the recording is the record
- Training — new techs learn how we handle calls by reviewing anonymized examples
- Legal evidence — in rare dispute or lawsuit situations, the recording is defensible evidence
What’s recorded
- Call to the main line (385) 247-9359 — audio from the moment you connect through to the end of the call
- Calls answered by our 24/7 answering service after hours
- Call-back from an on-call tech to a customer whose details the answering service passed on
What’s NOT recorded
- Calls routed to a specific crew member’s personal cell during active jobs — those aren’t on the recorded system
- Text messages — separate retention; stored by date
- Email correspondence — separate retention; standard email
Call retention
- Call recordings retained for 24 months
- After 24 months, deleted on a rolling basis unless specifically retained for an ongoing legal or insurance matter
- Retention policy stated in our Privacy Policy on the site
Access to your call
- You can request a copy of a call you were party to — we provide it as an audio file via email after identity verification
- Attorneys with subpoena power can request calls through standard legal process
- Insurance adjusters can request calls that relate to a claim with your authorization
- We don’t share recordings with marketing firms, lead-generation companies, or third parties
What a recorded call includes
- Your voice, our voice, any background audio captured by either phone
- Call duration, date, and time
- Phone number of origin (what you dialed from)
- Call outcome (dispatched, scheduled, information only, callback)
Specific privacy practices
- Children’s privacy: if a minor answers the phone and tries to initiate service, we ask to speak to a parent or guardian; we don’t process service orders from minors
- Vulnerable adults: if a caller seems confused or in a crisis beyond the water damage issue, we gently redirect to a family contact or 911 as appropriate
- Mental health crises: if a caller expresses imminent self-harm or crisis, we provide the National Suicide Prevention Lifeline (988) and don’t continue the service call until the crisis is addressed
How your info is handled after the call
- Dispatch sheet with your details (name, address, phone, situation) is prepared for the crew
- Insurance information gathered on the call is used only for the claim-handling for your event
- Address and phone are retained for job records; not sold or shared with marketing
- Our Privacy Policy covers full data retention and sharing practices
If you don’t want to be recorded on the first call, let the dispatcher know — they can continue the call unrecorded or route you to a different line that doesn’t record. (This almost never comes up but we honor the request.)
A realistic overnight dispatch walkthrough
Rather than describe the 24/7 service abstractly, here’s what a typical overnight dispatch actually looks like, step by step from the first phone ring to the moment our crew leaves the house. Specific enough that you know what to expect if you call us at 2 AM.
Answering service picks up on second ring. Customer describes: “Water running from upstairs ceiling, washer line failed, main shut off, basement is wet below.” Service gathers address, phone, basic situation, pages on-call tech.
Tech on primary rotation gets alert on phone. Reviews answering service note. Calls customer back directly.
Tech asks the 8-question triage: injuries, source stopped, water type, floors affected, electrical status, occupants, address confirmation, insurance situation. Gives first-aid steps: “Keep breaker off in affected area; move salvageable items up; don’t try to clean yet.” Confirms arrival in 30-40 minutes.
Dresses, loads truck is already pre-stocked, briefs owner (back-up on-call) in case this escalates. Leaves office.
Checks in with customer. Walks the loss. Documents with photos. Takes initial moisture readings. Discusses scope immediately with customer: “Here’s what I’m seeing. Here’s what we need to do tonight. Here’s what can wait for day crew.”
Water extraction (truck-mount hose feed from vehicle). Lift carpet pad where damaged. Initial moisture mapping on upstairs ceiling. Set 4 air movers + 1 dehumidifier for overnight. HVAC off. Written note left for customer: scope done, next-visit time (usually 9-11 AM), name of day-crew lead.
Equipment running. Customer informed of status + next steps. Tech returns to home for sleep window (if possible). Day crew picks up at scheduled visit time.
What’s different about overnight vs daytime dispatch
- No scheduled job conflicts — focus is on this specific emergency
- Faster response from empty roads
- More time with customer in triage conversation (less rushed)
- Scope documented but final scope-conversation often happens next morning when customer is more alert
- Equipment setup matters more because next visit is 6-8 hours away vs 2-3 hours
Owner involvement overnight
- Routine overnight call: on-call tech handles alone; owner informed but not called out
- Cat 3 overnight: owner usually called out as second tech if scope warrants
- Complex insurance situation: owner called next morning for scope-letter conversation
- Second simultaneous call: owner called out as second responder
What customers often don’t realize about overnight work
- Tech on primary call takes most of the overnight dispatches; owner is back-up
- Equipment selection on overnight dispatch has to account for longer-run (6-8 hours without adjustment)
- Documentation discipline on overnight calls is as rigorous as daytime — same photos, same meter readings
- Written customer note at departure matters more because next verbal conversation is hours away
If you’re reading this because you’ve just had a water event at 2 AM — call (385) 247-9359. The walkthrough above is what happens next.
Holidays and weekends — how dispatch actually works
“24/7” is easy to say and harder to run. Here is how holiday and weekend coverage actually works at True Day, so there are no surprises when you call on Thanksgiving morning:
The Protection Plan ($249/year) does include priority dispatch during peak-call periods — that is one of the places the plan tangibly earns its keep.
Everything about emergency response in South Jordan, in one place
The guarantee terms, what happens on the call, who shows up, what is on the truck, and what it costs.