A Common Reality in the HVAC Field in Montréal, Laval, Longueuil, North Shore and South Shore
In the world of residential and commercial HVAC, one issue often causes confusion among clients: some technicians categorically refuse to perform maintenance on a wall-mounted heat pump that was installed by another company. This refusal can be seen as a lack of professionalism or simple disinterest. In reality, the reasons are multiple, legitimate, and often linked to technical risks, the uncertain history of the installation, and the need to protect the technician's or company's reputation. At AirGreen, we’ve encountered this situation many times throughout the Greater Montréal area, and this article aims to clarify the causes of such refusals while offering concrete ways to avoid them.
Poorly Installed Heat Pumps: A Risk No One Wants to Take
Uncertainty About the Quality of the Original Installation
A wall-mounted heat pump, no matter how high-performing it is (whether it’s a Fujitsu, Gree, Daikin, or Sharp ZU1), relies heavily on the quality of its original HVAC installation. Unfortunately, many underqualified installers put in systems hastily, without respecting minimum clearances, proper pipe bends, or even the correct refrigerant charge.
When we, or other experienced technicians, arrive for a simple heat pump maintenance, we often discover questionable installations:
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Missing or poorly sealed pipe insulation,
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Improperly routed drainage, causing leaks or mold,
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Incorrect refrigerant pipe sizes,
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Or even units installed without vacuuming the lines, which jeopardizes the compressor in the long term.
Taking on such a system often means inheriting someone else's mistakes. And if the system breaks down shortly after our visit, the blame could be unfairly placed on our intervention.
A Professional Liability That Can’t Be Shared
As a company known for installing and maintaining wall-mounted heat pumps in Laval and Longueuil, we must protect our reputation. If a Sharp 24,000 BTU wall-mounted air conditioner that was poorly installed starts leaking or making noise after our visit — even if it has nothing to do with our work — the client might believe we didn’t maintain the unit properly.
Refusing to intervene is sometimes a way to avoid legal disputes, complaints, or unjustified bad reviews. It’s also a way to signal that every HVAC installation must meet strict standards.
No History or Technical Documentation
No Manual, No Warranty, No Room to Work
It’s not uncommon for us to be called to service a wall-mounted heat pump without knowing the exact brand, installation date, or system configuration. Some homeowners don’t keep any documentation, or the system was installed by a company that no longer exists.
In these cases:
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The type of refrigerant may be unknown (R-410A, R-32, R-454B),
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Error codes may be unreadable without a manual or an accessible interface,
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And the manufacturer warranty could be void if the maintenance is performed by an unauthorized party.
A lack of information creates a high risk of technical errors, even for a basic cleaning. Moreover, some brands (especially lesser-known Asian imports) are nearly impossible to service due to lack of parts.
Parts That Are Unavailable or Incompatible
A Wide Variety of Brands and Standards
Systems installed by independent contractors or purchased online (often at discount prices) are sometimes imported without complying with local distribution standards. In Montréal and on the South Shore, we’ve seen systems:
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Not CSA-certified,
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Without visible technical labels,
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With non-standard pipe sizes (e.g., 5/16 instead of 1/4 or 3/8),
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Or with no technical support or spare parts availability.
For the technician, this situation becomes a logistical nightmare, or simply impossible to resolve. In this case, it’s safer to refuse the maintenance than to cobble together a temporary fix.
Clients Who Are Misinformed… or Already Dissatisfied
A Trust-Based Relationship That’s Missing From the Start
When a client contacts a new company to service a wall-mounted heat pump, it’s often because they’re unhappy with the original installer. This creates a frustrated atmosphere, sometimes even mistrust, which complicates the relationship from the first interaction.
If the machine isn’t delivering satisfaction, it’s easy to assume that “the issue is with the maintenance.” The new technician then becomes an easy scapegoat.
That’s why, at AirGreen, before servicing a heat pump we didn’t install, we first perform a feasibility diagnostic and clearly explain our limits of intervention.
How to Avoid This Type of Refusal: Best Practices for Homeowners
Always Demand a Proper, Documented Installation
When installing your wall-mounted heat pump:
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Request an installation certificate,
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Get the exact models of the indoor and outdoor units,
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Take note of the refrigerant type,
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Keep both the user and installer manuals,
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And make sure the installation meets RBQ codes and manufacturer specifications.
Choose Brands That Are Recognized and Distributed in Québec
At AirGreen, we work with locally distributed and warranted brands, like Fujitsu, Gree, Sharp, Bosch, or Lennox, to ensure that replacement parts are available and after-sales service is guaranteed.
Work With a Well-Established HVAC Company
A fly-by-night installer, without a physical address or RBQ number, won’t provide the peace of mind that comes with lasting service. By choosing a company like AirGreen, you benefit from:
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A full-service offering (installation, maintenance, repair),
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Certified technicians,
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Fast support throughout Montréal, Laval, Longueuil, North Shore and South Shore,
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And a responsive customer service team.
Conclusion: Refusing to Intervene Isn’t Poor Service — It’s a Sign of Professionalism
From our experience across the Montréal region, we know that refusing to maintain poorly installed heat pumps is justified. It protects both the client and the technician.
To avoid ending up in this situation:
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Choose a reputable company from the start,
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Request full documentation,
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And consider signing up for a preventive maintenance program with the same installer.
At AirGreen, we believe in transparency, precision, and long-term service. And if you own a heat pump we didn’t install, we’ll always assess your situation professionally, but we’ll also be honest with you if maintenance is — or isn’t — possible.