Warning regarding TipTop Plumbing & Heating Inc. (Calgary)…read moreOur experience involved repeated repairs, misleading cost information, and a lack of transparency that ultimately resulted in us paying more for repairs than the actual replacement cost of a new hot water on demand unit.
HERE ARE THE KEY FACTS:
*Over two service visits, TipTop charged us $2,307 in parts and labour to repair our 12-year-old Navien NEP-240A system (in 2013 $'s was $2697 installed).
*During both visits, TipTop repeatedly told us that a replacement unit installed would cost "around $6,000."
*After experiencing ongoing issues, we independently confirmed the actual cost of a new NEP-240A unit to be $2,130 + GST (Wolseley Canada, 18-Nov-2025).
*Another reputable Calgary plumbing company subsequently quoted ~$2,800 installed for the same model.
*Only after we questioned the discrepancy did TipTop provide a written quote for a different, lower-cost model at $5,240 + GST, not including a partial refund and discount.
TIMELINE SUMMARY
Incident #1 - 2 Oct 2025:
Our Navien NEP-240A developed a leak and we lost hot water. TipTop quoted $1,278 + GST for repairs. When we asked about replacement, we were told verbally and by text that it would cost "roughly $6,000 installed." Based on that information, we proceeded with the repair.
Incident #2 - 17 Nov 2025:
Six weeks later, we had another leak and loss of hot water. TipTop quoted another $1,016 + GST (less a returning-customer discount). Again, the only replacement guidance offered was the same ~$6,000 estimate.
Incident #3 - 18-20 Nov 2025:
Further issues occurred the next day. At this point, after paying $2,307, we researched the actual replacement cost ourselves. We raised this with TipTop employees, who then offered a quote for a different, lower cost model at $5,240 + GST, including a partial refund and discount brought the total to $3,742 still far above the true market cost.
FINAL ASSESSMENT
Had TipTop disclosed accurate replacement costs from the beginning, we would not have approved repeated repairs on a 12-year-old unit. The lack of transparency around true replacement pricing resulted in unnecessary expenses and lost trust.
Based on our experience, we will not be continuing business with TipTop. I strongly recommend customers ask for detailed, itemized replacement quotes and verify market prices independently before moving forward.