Are you struggling to stay warm this winter despite having a heat pump?
You’re not alone.
The beauty of heat pumps is that when properly installed and sized, they keep you warm in the winter and cool in the summer. However, many homeowners in the Ottawa area face unexpected challenges with their heat pumps. And, thanks to the recent Greener Homes Grant, many inexperienced contractors have installed heat pumps, leaving homeowners to deal with the consequences.
At ATEL Air, we understand how frustrating this can be. Our goal is to educate you about common heat pump problems and their root causes. With the right information, you can make informed decisions and ensure your home stays comfortable all winter long.
Table of Contents
Common Heat Pump Problems in Ontario
Many homeowners find their heat pumps struggling to keep up during the harsh Ontario winters. There are many reasons why this is the case, from improper installations to equipment that isn’t designed for harsh winter conditions.
Undersized Systems
A common issue with heat pump installations is that many systems are simply too small for the home, leading to insufficient heating during cold weather. This often happens when contractors do not properly assess the home’s heating needs. For example, one of our clients was recently quoted a 4-ton heat pump but received a 3-ton system, which is not sufficient for their home’s size and heating requirements. Issues like these lead to a crucial concept known as the “balance point.”
- The Balance Point:
The balance point is the outdoor temperature at which a heat pump’s heating capacity matches a home’s heating needs. For optimal performance in Ontario, the balance point should be around -15 to -18 degrees Celsius. However, if the heat pump is undersized, the balance point may be much higher (for example, -5 degrees Celsius), meaning that it struggles to keep up once the temperature drops below this point.
In cases like this, the system has no choice but to rely heavily on a backup system, like a propane furnace, to maintain the desired temperature. Unfortunately, this results in higher energy costs.
Poor Installation Quality
Heat pump system installation directly impacts performance and longevity. A poorly installed system—and we’ve seen some pretty ugly setups—can reduce the lifespan of your heat pump or lead to complete system failures. Additionally, shoddy work often doesn’t meet the manufacturer’s requirements, leading to voided warranties and countless other issues.
Improper Ductwork & Airflow
A major concern area is ductwork— a “weak link” we see in HVAC systems, including heat pumps. Many contractors do not fully understand the complexities of airflow, so homeowners end up with inadequate ductwork design and installation.
For instance, we recently found that an addition to a client’s home was being served by an 8×8-inch duct with a 6-inch return—a quarter of the airflow required for that area for the space.
The results are that the area of the home was cold in the winter and hot in the summer. We also found that, on this same job, the indoor coil was not installed in the ductwork properly, allowing air to flow around the coil, not through the coil. Both of these airflow issues will shorten the lifespan of the compressor and cause premature failure.
This is a perfect example of why homes experience pockets of uneven heating and cooling.
Poorly Installed Refrigeration Lines
Another common heat pump installation problem we see is improperly installed refrigeration lines. The installation manuals determine the total length of the piping, and one condo had all the outdoor units over 130’ away from the indoor units. The manuals stated no longer than 65’. That explained why compressors were burning out and failing.
When we cut open the line sets, the interior of the copper was black from soot at and near all the weld joints. This indicates the installers did not purge the lines with nitrogen when welding.
So, to meet basic proper installation requirements but at a cheaper price, the contractor had to cut some corners. Unfortunately, these cut corners do not always show up until after the contractor is no longer available to correct or even possibly respond to requests for warranty work when problems appear.
Lack of System Testing and Startup
Did your contractor turn on your newly installed heat pump system and leave without performing any startup tests? At ATEL Air, we believe that this approach is a gamble. As ATEL’s President Jimmie Thom always says, “If you aren’t testing, you’re guessing!”
You can’t just hope for the best; a proper startup process is required to ensure a heat pump is functioning correctly. It should include:
- Testing of pressures and temperatures throughout the system.
- Measurements of voltages and amperages to ensure electrical components are working correctly.
- Letting the system run for at least half an hour, observing how the heat pump operates, and documenting the results.
- A combustion test on the flue gas to ensure the system is operating safely and efficiently.
These tests all require expensive tools, and we at ATEL have invested in those tools and have provided all of our installers and serviced techs with training to understand how to use the tools and be aware of what to do to adjust for the results.
At ATEL, we save this information as it creates a baseline for future reference. With it, we have a clear picture of how your system performed at the time of installation, which is important for heat pump troubleshooting and maintenance down the road. Some manufacturers actually request this information when we register the equipment for extended warranties.
Misleading Promises
It’s not uncommon for some contractors to overpromise on heat pump performance, especially when trying to make a sale.
We’ve heard stories of contractors claiming that heat pumps will run efficiently at temperatures as low as -30°C without any need for backup heat. Unfortunately, these promises are often unrealistic, leaving homeowners dependent on—and paying a lot for—furnace-generated heat.
The fact is a heat pump’s ability to provide heat decreases as the outside temperature drops, and a backup heating system is needed, either electric-resistant or propane/ natural gas.
All air source heat pumps go into “defrost” to melt the accumulated ice off the outdoor coil. This requires the unit to switch into air conditioning mode. Without backup heat, this mode will drop the temperature in the home, requiring more heat to recover once the heat pump returns to the heating mode.
That’s why we really emphasize the importance of having backup heat. Whenever a heat pump breaks down (and they generally fail on the coldest days), the backup heat will keep the home warm until it can be repaired.
With many of these new heat pumps built from far away, the local suppliers do not have a ready stock of all of the required repair parts. What if your offshore heat pump needs a compressor that is only stocked overseas?
Unintended Consequences of the Greener Homes Grant
The introduction of the Greener Homes Grant, while intended to promote energy-efficient upgrades, has led to some unintended outcomes. The grant resulted in contractors that lacked experience and expertise entering the market.
This situation isn’t new. Back in the 1990s, a similar issue arose when a rebate was offered for geothermal systems. Jimmie remembers that “Ontario Hydro came out with a two thousand dollar rebate for geothermal, and all of a sudden, contractors who typically installed oil furnaces or did electrical work were installing ground source heat pumps.” It was a rush to capitalize on the trend, which led to many poor installations.
The same trend is repeating itself today with the Greener Homes Grant and other offers. The reality is not all HVAC contractors are heat pump specialists.
Installing heat pumps requires specialized knowledge, training, and tools. As Jimmie points out, “a typical heating contractor primarily deals with standard systems such as gas, oil, or propane furnaces and air conditioners.” These are familiar, ‘same box’ installations. Heat pumps, however, are a different matter altogether. “They require a specialized skill set, more training, knowledge, and specific tools. We found a certificate showing that my dad (Arthur) received heat pump training back in 1979. I took the same training in 1984.”
Air Source vs. Geothermal Heat Pumps
Many homeowners don’t fully understand what heat pump options are available and how they differ in terms of performance, efficiency, and cost.
Air-source heat pumps are the most widely recognized type, and standard models have relatively low upfront costs. For those experiencing extreme temperatures, cold climate heat pumps are the next step up, with costs varying depending on the model and the ability to operate at different temperatures. Lastly, geothermal heat pumps are considered the “best of the best” in terms of performance and longevity.
The primary difference between air-source and geothermal heat pumps is where they extract heat from. Air-source heat pumps extract heat from the outdoor air, while geothermal systems extract heat from the ground. Geothermal systems are more efficient at heating homes in cold climates because the ground maintains a more consistent temperature, especially during the winter. This is because the ground remains relatively warm even when the outside air is freezing.
Although the initial cost of installing a geothermal system is higher than that of air-source heat pumps, a ground-source system’s long-term savings and lifespan make it a worthwhile investment for many homeowners. The ground loop—a main component of a geothermal system—can last over 100 years! In contrast, air-source heat pumps typically have a lifespan of 15 to 20 years.
ATEL Air has extensive experience with all types of heat pumps and is a leader in geothermal systems. We’ve been installing geothermal systems since the mid-1980s and deeply understand the technology and its advantages.
ATEL Air is committed to quality, which is why we work closely with top-ranked manufacturers like Trane and Mitsubishi. Their proven reliability and strong support network mean you can count on your heat pump system to perform for years to come.
How to Avoid Heat Pump Problems
Avoiding heat pump issues starts with careful research and a proactive approach to ensure you are working with a qualified and reputable contractor.
Vetting Potential Contractors
When investing in a heat pump system, it’s essential to vet potential contractors. Unfortunately, some contractors lack the experience or commitment to doing the job right, choosing shortcuts over proper installation.
- Ask for Referrals and Check with Past Clients:
One of the most reliable ways to judge a contractor’s competence is by speaking with previous customers. Request a list of referrals and contact those clients to learn about their experiences with the contractor.
Jimmie recommends asking for “two or three recent customers with a similar system installed.” He suggests you “go and take their system for a test drive. Look at it; listen to it. Ask that homeowner what their experience was.” - Ensure No Subcontracting:
Verify that the company you hire will not subcontract the work to a third party. Subcontracting can lead to a lack of accountability and inconsistent quality. Did that subcontractor even receive the manufacturer’s training? - Inquire About Training:
It’s important to make sure that the people who will be installing your system have adequate training and expertise with heat pump systems. A lot of these questions will indicate if the contractor is the right person to install your new heat pump:- Will the installers be using nitrogen to purge the lines when welding?
- Will they be pulling a vacuum with a micron gauge to verify the refrigeration system is clean and dry?
- Will they be able to verify airflow and total system static pressure?
- Be Cautious of Online Reviews:
While online reviews can offer some insights, be aware that some contractors may purchase positive reviews. Look for a consistent pattern of positive feedback and be wary of companies that have only recently acquired many reviews.
- Consider the Longevity of the Business:
Be cautious of companies that have only been in business for a short period, such as a year or two. A longer history in the industry indicates stability and experience. - Conform They Do a Post-Installation System Startup:
A professional contractor should perform a comprehensive startup on the newly installed system. Ask if they take pressures, temperatures, voltages, and amperages and, if applicable, a sample of the combustion process.
Understanding the Quote
We believe a thorough and accurate heat pump quote requires an in-person assessment.
- Beware of Phone Quotes:
A reputable contractor will never give you a quote over the phone without first visiting your home. We simply refuse to do that here at ATEL. - In-Person Assessment is Essential:
A proper quote requires a contractor to come to your home to ensure that the new system will meet four critical requirements: the building code, the electrical code, the gas code, and the manufacturer’s installation requirements. - Don’t Automatically Choose the Lowest Bid:
While looking for a good deal is natural, going with the lowest quote can be a red flag. It may indicate that the contractor is cutting corners or using lower-quality materials.
- Proper Sizing is Key:
A heat pump system must be properly sized for your home to ensure it can heat and cool it effectively.
What to Expect During Heat Pump Installations
A professional and reliable installation is a great indication that your system will operate efficiently and effectively for years to come. Here’s what you can expect from ATEL Air during the installation of your new heat pump:
- Cleanliness of the Contractor’s Vehicle:
A professional contractor will arrive in a clean, well-maintained truck stocked with all the tools necessary for installation and testing. This indicates the level of care and attention to detail we extend to our work practices. - Professional Appearance of Installers:
The installers who come to your home are clean, presentable, and will respect your home. - Pre-Installation Job Review:
Before starting any work, our installers will clearly explain the installation process. This review ensures that everyone is on the same page and that the work will be done as quoted and agreed upon. - Heat Pump Expertise:
The installers and designers at ATEL know the ins and outs of every type of heat pump. They understand details, like ensuring heat pumps in Ontario are installed above the snow line to prevent defrosting issues. Proper sizing is just as important—an undersized system will struggle in the winter, while an oversized one may cycle inefficiently.
It’s essential to work with a contractor like ATEL Air that you can trust—one who truly understands heat pumps and stands behind their products and workmanship.
Importance of Documentation and Warranty
A quality contractor does more than install a heat pump—they equip you with the knowledge to operate it efficiently and the peace of mind that comes with a strong warranty. Here’s what to look for:
- Organized System Documentation:
A responsible contractor will not leave the system manuals and documentation scattered on the floor. ATEL Air uses a custom “folder holder” installed on the side of your HVAC system. This folder is designed to keep all the essential manuals and related documentation in one accessible place, and our contact details are clearly visible on the folder itself.
- Comprehensive Warranty:
Most standard heat pump systems come with a 10-year warranty on parts and labour, but some lower-end equipment might have a shorter labour warranty. A strong warranty demonstrates that the contractor stands behind the quality of their work and is committed to ensuring your long-term satisfaction.
By paying attention to how a contractor handles documentation and the type of warranty they offer, you can gain valuable insight into their professionalism and the quality of their work.
Heat Pump Maintenance
Regular maintenance is essential to ensure the efficiency, reliability, and longevity of your heat pump system.
Homeowner Responsibilities
While some aspects of heat pump maintenance require professional expertise, there are some steps that homeowners can take to ensure their systems operate efficiently:
- Regular Filter Maintenance:
It is essential to check, replace, or clean the furnace filter monthly. Addressing dirty air filters is the most important step a homeowner can take to ensure proper airflow and system performance. - Clearance Around Equipment:
Homeowners should ensure that the areas around the equipment are free of obstructions. This includes keeping the vents, indoor and outdoor units, and surrounding areas clear of snow, brush, and other vegetation.
When to Call a Professional
Heat pump systems are complex and require a professional HVAC technician for service, adjustments, or any changes beyond basic maintenance.
Homeowners should certainly seek professional help when their heat pump system is not blowing warm air or their energy bills are higher than anticipated. These issues indicate professional attention is needed.
Long-Term Implications of Heat Pump Problems
Poorly installed or malfunctioning heat pump systems can lead to a cascade of problems that extend far beyond the initial inconvenience of a cold house.
The long-term implications can be costly, unsafe, and frustrating for homeowners.
- Increased Energy Bills:
A heat pump that is not installed correctly works harder to achieve the desired temperature, consuming more energy and increasing your monthly costs. - Safety Hazards:
Dangerous situations, such as a faulty heat exchanger, can cause carbon monoxide poisoning. Additionally, if the system is not set up properly, the AC coil may freeze in the summer, leading to water damage in the basement. - Reduced System Lifespan:
You might end up needing to replace the system much sooner—perhaps in 10 years or less—instead of the 15 to 20 years a properly installed system should last (or even longer for a geothermal model). This means you will be paying for a whole new system sooner than expected, increasing the long-term cost of your heat pump. - System Malfunctions and Breakdowns:
A poorly installed heat pump is more likely to break down, leading to interruptions in heating or cold air zones during the wintertime. This can be particularly problematic during extreme weather, leaving you without essential climate control and potentially causing further damage to your home.
ATEL Air safeguards your heat pump investment with an expert installation that is done right the first time.
Work With Eastern Ontario’s Heat Pump Experts—ATEL Air
No one knows geothermal and air-source heat pump systems better than ATEl Air.
We’re committed to ensuring that every installation meets the highest standards. This commitment includes leaving your home cleaner than we found it. We understand the complexities of heat pump technology and take the necessary steps to ensure your system performs as expected.
If you are looking to upgrade your current system or install a new heat pump, we’re happy to conduct a free home assessment to examine your home’s unique needs.