Comparing heat pump companies before you hire one

Who are heat pump companies: makers or installers?

The phrase covers two groups. Manufacturers design and build the outdoor and indoor units and publish the performance data. Installers are local contractors who visit your house, calculate the load, choose and fit the equipment, and later service it. Distributors and retailers sit in between.

Most homeowners are really choosing an installer. A good unit installed badly performs poorly, and an average unit installed well often works fine. Equipment questions, such as ratings and cold-weather performance, are covered in reading a cold climate heat pump rating.

What experience should a heat pump company have?

Ask how many heat pump systems the company installs each year, and how many in homes like yours. Heat pumps differ from furnaces and air conditioners in sizing, airflow, controls and cold-weather behaviour, so a firm that mostly installs furnaces may be learning on your house. Ask for examples in your climate, with a customer you can phone.

Ask about the technicians too: licences, refrigerant certification and manufacturer training. Our HVAC contractor checklist explains how to verify credentials and insurance.

How does the company size and design the system?

This is the single best question. A strong company measures or calculates the heat loss of the house, considers the ductwork or the room layout and explains the choice in writing. A weak one points to the old furnace size or a square-foot rule of thumb. The reasoning is explained in heat pump load calculations and in sizing for cold climate homes.

Also ask what backup heat they propose for the coldest days and how the controls are set. Our dual-fuel guide describes one common answer.

What should you compare on warranty, service and paperwork?

• Warranties. The manufacturer warranty on parts and the company’s own labour warranty, with lengths in writing.
• Service. Do they offer maintenance visits and emergency calls, and what are the response times in winter?
• Rebate paperwork. Some programs require a registered contractor or a pre-installation assessment. Ask whether the company has handled the process, then confirm the rules with the program itself. See how to check heat pump rebates.
• Permits. Who pulls them, and who arranges the inspection?

How do you score the companies side by side?

Get at least three itemized quotes, then make a simple table. Down the side list the criteria: heat pump experience, sizing method, equipment details, scope of work, warranty, service, references and total price. Across the top put the companies and score each box from one to five. The total price matters, but it only means something once scope and sizing are matched. The guides to comparing heat pump quotes and installation cost show what each line should contain.

Finally, notice how the company behaves. Prompt replies, clear explanations and willingness to answer awkward questions are a preview of how they will treat you after the job.

Quick answers