What warranties don’t tell you: real customer stories from Québec
As a company specializing in HVAC in Montréal, Laval, Longueuil, the North Shore and the South Shore, we’ve witnessed countless situations where the promises made in a wall-mounted heat pump warranty turned out to be misleading or misunderstood. Too often, Québec consumers think they’re protected… until the moment they actually need service. Here are five disturbing truths, based on authentic testimonials collected by our installation and service team at AirGreen, from both residential and commercial service calls.
Coverage that looks complete… but isn’t
Several of our clients in Brossard and Laval found out that their “10-year full” warranty didn’t cover labor costs, nor some critical components like the control board.
Real-life example: The case of Ms. Gagnon in Longueuil
Ms. Gagnon had invested in a Fujitsu wall-mounted heat pump for her bungalow in Longueuil. After only 3 years, the outdoor fan stopped working. Her “10-year parts” warranty did cover the replacement motor… but not the labor or travel costs. She had to pay over $420 out of pocket.
Conclusion: It is essential to read the clauses regarding labor, service call fees, and exclusions. Some brands only cover parts — and not even all of them.
Uncertified installers: a warranty trap
Another little-known truth: if your wall-mounted heat pump isn’t installed by a manufacturer-certified technician, your warranty may be void from the start. In Montréal, we’ve seen dozens of cases where clients chose an uncertified contractor to save money… only to lose everything.
Testimonial from Ahuntsic: a questionable installation
A client who purchased a Gree Extreme 18,000 BTU heat pump online hired an independent installer to save a few hundred dollars. The result: the system had a drainage issue after 8 months. The manufacturer refused to honor the warranty because the installer was not Gree certified.
Advice: Always choose companies like AirGreen, certified installation partners for all major brands.
Warranty registration: a vital detail too often forgotten
Many manufacturers require the warranty to be registered within 60 days of installation, either online or by mail. This step is often overlooked or ignored.
Common scenario on the North Shore
A couple in Blainville ended up without a warranty simply because they forgot to register their Tosot wall-mounted heat pump. When the compressor failed just 14 months after installation, they were told there was no active coverage.
Important note: At AirGreen, we automatically handle warranty registration for our clients and provide written confirmation. We include this service for every installation — from Montréal to the South Shore.
Warranty length varies depending on where you buy
The same brand, the same wall-mounted heat pump, can come with different warranty terms depending on where it’s purchased. A client who bought the unit from an online retailer only got a 5-year warranty — but if they had bought it through AirGreen, they would have had 10 years on parts and 10 years on labor.
Example: Laval vs. Boucherville
A client in Laval who bought a Sharp ZU1 wall-mounted heat pump online had their outdoor unit fail after 4 years. The warranty didn’t apply. Meanwhile, another client in Boucherville with the exact same unit installed by AirGreen was fully covered — parts, labor, and service call — thanks to the extended warranty we offer as certified Sharp installers.
Lesson: Always verify with your installer where the product came from and what the actual warranty coverage is. AirGreen works exclusively with official distributors.
Mandatory maintenance… often neglected
Almost every heat pump warranty requires annual documented maintenance. If not done, the warranty can be voided.
Real case in Saint-Hubert
A client had a Lennox wall-mounted heat pump installed in 2020. By 2024, it was struggling with constant frost buildup. The manufacturer asked for maintenance records… which the client didn’t have. Result: the warranty was denied, even though the compressor was still within coverage.
At AirGreen: We offer annual maintenance contracts and provide a signed written report after each visit. This document protects our clients in the event of a warranty claim.
AirGreen’s advice to avoid nasty surprises
1. Always read the fine print
Before buying or installing, ask to see the full warranty text, including exclusions, coverage periods, and conditions.
2. Choose a certified installer
Only companies like AirGreen can guarantee compliant installations that preserve your full warranty coverage.
3. Request a maintenance contract
Protect your investment long term. Annual documented maintenance not only extends the life of your heat pump but is essential to keep the warranty valid.
4. Get your warranty registered
AirGreen does this for you — automatically, and free of charge.
Why customers across Greater Montréal choose AirGreen
Our mission goes far beyond selling and installing wall-mounted heat pumps. We support our clients at every step — from choosing the right model to maintaining it, including warranty registration. Thanks to our experience throughout the region — from Montréal to Laval, through Longueuil, the North Shore, and the South Shore — we know what traps to avoid and what best practices to follow.
Our promise: to offer far more than an HVAC system — we deliver long-term peace of mind.