Your appointment details are in the confirmation that was sent by text and/or email (look for the arrival window and address). Can’t find it? Check your claim status online or contact support.
We can’t promise, but we can try. Submit [Request an earlier appointment] by emailing wecare@tiptopair.com to join our standby/cancellation list. If an opening becomes available, we’ll reach out 1–2 hours before we can arrive.
Yes. Simply contact us and we'll do our best to accomodate.
If your appointment is today, you can check updates here. Once your technician is on the way, you’ll receive a notification (and tracking, when available). Please note, arrival times can shift when earlier jobs run longer than expected.
We’ll keep you informed as best we can via text/email updates. HVAC work is unpredictable, and some calls require extra time for safe, complete repair. If you need to adjust your availability, please don't hesitate to contact us.
To help avoid missed appointments and delays, we require confirmation that an adult (18+) will be present during the scheduled arrival window. Confirmation is usually as simple as replying to our text message or answering our call. Once confirmed, we can dispatch the technician.
Please submit a request and we will check whether your claim is still active and help get your appointment back on track.
Most diagnostic visits take 15 minutes to 2 hours, depending on the system and symptoms. Some issues—especially hard-to-locate refrigerant leaks—can take longer to pinpoint accurately.
The service call fee is typically set by your home warranty contract (amount and whether it’s covered varies by plan). It is usually required for the initial visit/diagnosis, even if the final repair needs approval.
In most warranty workflows, the service call fee is collected for the diagnostic appointment, because diagnosis is the first required step to determine coverage and next actions. If you’re unsure how your plan handles it, your warranty provider can confirm your terms.
You can usually pay to the technician at the time of visit. If a fee is due and hasn’t been collected, it may delay the next steps because we may be unable to finalize and submit required documentation until it’s resolved.
Coverage depends on your specific contract and what failed. Your warranty provider makes the final coverage decision based on plan terms, exclusions, and approvals.
We submit reports to warranty companies as quickly as possible. During busy periods, it can take up to 24 hours. You’ll receive a notification once it’s been sent.
The report typically includes the findings, likely cause, recommended next steps, and any items requiring authorization. To request your official copy, please reach out to customer support. Please note, In some cases, warranty portals can take up to 7 business days to post documents.
Unfortunately, claim approval is out of our control. Many approvals are completed within 24–48 hours, but timing varies by warranty provider. Delays can happen if they need additional information from you or from us. We’ll let you know, if any additinal infromation is required from you.
You’ll receive an email with next steps, as well we’ll follow up to coordinate scheduling and any parts logistics. If a part must be ordered, timing of the next visit will depend on part availability (specialty/original parts can take longer than common parts).
Next step will depend on whether coverage is full or partial:
We’re sorry to hear that. Unfortunately, denials are based on you warranty policy coverage, and such decisions are made by warranty providers. We'll be happy to provide options for out-of-pocket system repair.
Replacement projects have a few required steps before install, which may include:
Once approvals, equipment availability, and permits are in place, we schedule the soonest available installation date.
Please note that your installation team may be different from the technician who diagnosed your system. This helps ensure your new unit is installed by a crew that specializes in expert, high-quality installations.
We move as quickly as possible, but installation timing depends on several factors, including approvals, equipment availability, permits, and scheduling. If you have a specific deadline, submit a request and we will do our best to accommodate you.
Home warranties typically cover mechanical failures.
Items required to complete the work safely, meet current code, or address non-covered conditions are often listed by warranty providers as non-covered. Coverage rules are outlined in your warranty contract, and are not dictated by Tip Top Air.
You can submit a concern for review here: wecare@tiptopair.com. We’ll explain what the NCC includes and, help you navigate available options.
Most home warranty plans cover the failed equipment or component itself, but not everything needed to install replacement equipment to current code and safety standards. Items such as required safety upgrades, code-related corrections, or installation modifications are often considered non-covered expenses.
Modifications are additional items needed to install replacement equipment safely and in compliance with current code requirements. These may include electrical updates, venting changes, drain improvements, or duct transitions. Because these items are considered part of the installation—not the original equipment failure—they are often classified as non-covered by home warranty plans. We keep modifications to only what is necessary and review everything with you before any work begins.
Code upgrades are changes required to meet current California building, safety, and local jurisdiction standards. Even if your previous system was installed years ago, replacement equipment often must comply with today’s codes in order to be installed legally and pass inspection.
Many home warranty plans cover only the failed component itself. Items such as refrigerant adjustments, ductwork modifications, or drain line work are often considered installation-related, pre-existing, or code and safety-related, which means they are commonly excluded from coverage. Your warranty provider can confirm the specific terms of your plan.
Most customer payments—such as service call fees, approved non-covered costs, and deposits when applicable—are paid directly to Tip Top Air. Your warranty provider pays their covered portion separately based on your contract and approved coverage.
Financing terms and availability may vary depending on the project. Contact our team and we will let you know what options are currently available.
In most cases, the warranty provider determines the equipment they supply. We can submit the required specifications to ensure compatibility, but the final brand and model selection is typically made by your warranty company.
We can provide the technical requirements needed for the replacement, but we cannot require the warranty company to purchase a specific brand. Warranty providers control their own equipment sourcing and approvals.
Most home warranty plans cover like-for-like replacement in the existing location. Relocating equipment is usually considered an upgrade or remodel and is generally not covered under warranty.
Home warranty plans typically cover like-for-like replacements only. System upgrades—such as higher-capacity equipment, added zones, relocations, or major duct redesign—are usually available as customer-paid options. We'll be happy to explore upgrade options for you.
If your project required a permit, there may still be a few final steps, including:
We coordinate these steps and keep you updated throughout the process. You simply need to provide access when needed.
A Title 24 duct leakage test is a California energy compliance test that checks whether your duct system is leaking more air than allowed by code. A certified tester temporarily seals the system and measures leakage levels. If the ducts pass, no further action is needed. If they do not, duct sealing or repairs may be required in order to meet energy standards and pass inspection.
In many cases, Title 24 testing must be completed by an independent, certified third party, often a HERS rater or tester. Their role is to verify compliance and register the results as required. We coordinate the testing for you, but the testing company is a separate inspection service.
That can happen. If the correction is related to work performed by Tip Top Air, we will take care of it. If the issue involves existing ductwork or components that were not installed or modified by us, it may fall outside the covered scope of work. We will review the results with you and clearly explain what is needed before moving forward.
A city inspection is part of the permit process. It confirms that the installation meets current safety and energy requirements, protects you as the homeowner, and ensures the permit is properly closed. This can also be important for resale, insurance, and compliance. We coordinate the inspection, you only need to provide access.
Corrections are sometimes a normal part of the inspection process. If the correction relates to work completed by Tip Top Air, we will handle it. If the inspector identifies pre-existing issues or items outside our scope, we will explain your options and clarify what would be your responsibility as the homeowner.
If everything is ready (approval received + parts available), please reach out to customer support.
If we’re waiting on parts, approvals, or authorization, we’ll reach out to you as soon as everything is reach for the next milestone.
Yes. New equipment typically includes two levels of warranty coverage:
Manufacturer warranty — often 5 to 10 years, depending on the brand and registration.
Tip Top Air labor warranty — commonly 1 year on workmanship.
We will provide the specific warranty details for your installation.
Within 30 days after a repair:
Many home warranty providers consider this a recall period. Please contact your warranty provider and request a recall or recheck work order so we can return under the proper authorization. In many cases, this can be completed at no additional cost, depending on your plan.
More than 30 days after a repair:
This is often outside the recall period for many warranty plans. Please contact your warranty provider to open a new claim or work order. A new service call fee may apply depending on the terms of your contract.
In many cases, yes. Tip Top Air is an authorized service provider for multiple home warranty companies. If you share the name of your warranty provider, we can confirm that we work with yours.
Yes, Tip Top Air is fully licensed and insured.
