Can I troubleshoot before calling for service?

• Yes, see our Heating Troubleshooting Page for maintenance tips and tricks that tell you what you can check to possibly avoid the expense of a service call.

I have seen my outdoor unit’s fan go off and on when in heating, is this common?

• Yes, this is typically linked with the defrost cycle on a heat pump and is part of the normal operation. It may also occur on certain model units when heat is running and the temperatures are slightly warmer inside and outside.

What temperature should I set my thermostat to for cooling and heating?

• A comfortable setting for many people is between 76-78° for cooling and 68-70° for heating. These temperatures will maximize energy efficiency at a comfortable level for your home.

What should I do if my heat pump/furnace is not heating?

• Check the settings on your thermostat. If you want heating, make sure the temperature control selector is set below room temperature and the SYSTEM switch is on the HEAT or AUTO position. The FAN switch should be set to AUTO.

• Check the air filter(s) for your air conditioner and replace if necessary.

• Check the breakers for your air conditioning system. There will be one for the indoor air handler/furnace unit and one more for the outdoor condensing unit. If one of them has been tripped it can be reset by first moving it to the OFF position and then back to the ON position.

• Houses with a gas furnace can check to see that the gas valve on the side of the furnace is turned to the “On” position. If the valve was off reset the breaker to the furnace by turning it off then back on again to reset any fault on the furnace. This will allow it to try and fire again if there is a demand for heating.

My outdoor unit makes odd noises on cold nights, is there any reason to be worried?

• Not typically, on a cold night a heat pump’s outdoor coil will freeze and it must be defrosted to maintain the unit’s heating efficiency. During this process the system will shift modes and may make loud whooshing noises.

I have seen smoke/steam blowing out of my outdoor unit, is there any reason to be alarmed?

• No, this is typically occurs when the unit is in a defrost cycle. As the ice on the outdoor coil melts it will produce steam. The steam will rise from the unit and when the fan turns back on at the end of the cycle a burst of steam will rise from the unit all at once.

There is water around the bottom of my unit; does it have a leak?

• No, following a defrost cycle the melted ice will cause the area surrounding the outdoor unit to be very wet at times.

Do you offer a warranty for new units?

• Yes, we offer manufacturer warranties for all new heat pump and air conditioning units. We will provide warranty details upon request.