The Heat Pump Store

It’s been six months since our mini-split heat pump system was installed by Rhonda and the team at The Heat Pump Store. Due to other work that had to be done, we weren’t able to try things out until now, but we are thrilled. Thanks to the great system design and extremely professional install, our home is warm and toasty even before we’ve finished closing it back up!

Cannot recommend The Heat Pump Store highly enough, I only wish they could do ALL the work on our house! We happily recommend them to everyone, often unprompted!

They not only had the best price, but the most comfortable sales practices too! Rhonda was the only one of three people who came to our house and pointed out the obvious flaw for the placement we were thinking of (that air would bounce back off an opposing wall and fool the sensor into turning off early). Rhonda talked us OUT of adding a fourth head unit too (and was absolutely right)!

Their install crew was on-time, friendly, and went the extra mile to make things look good. They’re DIY-friendly too, and offered to support us if that was something we were interested in.

The crew, the service, and the product were better than we could have expected. We had several companies come by to give is quotes for installing three ductless mini-splits to replace some old ducted heating, and the Heat Pump Store was several thousand dollars cheaper than the next cheapest. Rhonda was so kind in guiding us through what we needed and the install crew was quick and quality conscious. We've just started using the heat function and it's all the our 1,200 sqft home needs.

I'm mechanically-inclined and purchased the owner-installed, ducted cassette mini-split. Nate did an extremely-professional hooking up/start-up of the system! The routine service was also done with professional care.

I feel GREAT about my investment in my Ductless heat pumps! I got this great house with baseboard heat... so affordable heating was top priority! I researched installation companies and even before I closed on my house I knew I wanted to work with The Heat Pump Store! They were fantastic to work with from DAY ONE! They came out to my house and evaluated my house and MY needs (I hate to be cold and work from home) and designed a system specifically for ME and my house that totally makes me happy! They always promptly returned my calls and got my work booked quickly and did the work seamlessly! We worked with Craft3 to finance my system and it felt like all I had to do was say yes and they took care of coordinating everything else! I even had to call them the other day with a question about my system, and they sent a tech out immediately! He did not leave until he was confident I was 100% comfortable with the adjustment he'd made! I'm happy with both The Heat Pump store AND my system they installed! The one and only thing I wish I did NOT have to deal with is calling and closing out the permits for the work... seems like that should be a given that the contractor do that.

The Heat Pump Store has the Best Customers! Special thanks to those who have invited me into your home to discuss your comfort and savings opportunities through ductless solutions ❤️

From the initial estimate to the install, working with this team was a great experience. All of my questions were answered timely and Rhonda was thorough in her explanations. The install team was professional and also did a wonderful job - couldn't be happier!

This will be a long and detailed review so readers can understand the various reasons for only a two star rating.

1) All seemed well with the sales process and picking the equipment for my needs. I would give that initial experience five stars.

2) Upon the install date however, one of the head units for the ductless heatpump were not measured correctly for the wall space. This meant it needed to be mounted NOT where we had discussed which was annoying and intrusive to the room.

3) The installation of #2 above was poor (see photos). When I reported this issue, I was told that was the best it could be and that I could calk it but that was about it. That is amature work at best.

4) Two of the units were wired backwards and needed another visit to fix.

5) The units are VERY LOUD! Popping, creaking, buzzing and the downstairs unit has a loud draining/gurgling sound when it is done with a cycle. Sure, thermal expansion, etc., but I have lived in both Japan and New Zealand with ductless systems and none were close to this noisy. When I had a tech come out to inspect, esp. the gurgling sound of the down stairs unit, they noted the popping was "normal" and they had no idea about the gurgling sound and would "check with the manufacturer." THPS never got back to me. Why does equipment functioning relate to the rating of the company? B/c I was sold on this system in part b/c it was so quite. A wall mounted A/C from a box store makes less noise.

6) This was installed over a year ago and last week, the final straw in all of this, I got a call from THPS stating my inspection was never completed. What inspection? "Oh, you are responsible to scheduling and manage the inspection for the permits we pulled for your job and this permit expires the end of this month." What? So, $7000+ after state/federal discounts and I am managing the permits of the work you did? I guess I should have budgeted all the work hours I would need to set-up and handle the inspection. Ridiculous, and I was never told I needed to do this. Furthermore, if it does not pass inspection, what then?

All my call-ins to the THPS have been one of a generally dismissive nature. I had accounted for all of the above but #6 as a buyer beware type of experience, but now with the permit inspection issue, I feel a duty to warn other potential consumers about these issues: sales tactics (its super quite, it will fit fine in the small rooms you are putting the units in); poor fit and finish (see photos, incorrect wiring which means they never cross checked their work); customer service (dismissive attitude about my issues and no follow-through about an ongoing one, e.g., gurgling sounds); and customer-responsible for project completion despite how much they charge (e.g., permit inspection).

As will ALL reviews on the net, take this as you will. This was just my poor experience and based on the overall reviews of the business, looks like the exception.

Rhonda and Justin made the entire process of installing my heat pump so easy. They worked around my work schedule, showed up on time, respected my office during installation and kept it clean. They went over how to use the unit and settings I may like. I am super happy with the heat pump, my office is so comfortable now! I would highly recommend Rhonda and her team.

Great experience getting 2 mini splits installed. The salesman, Earl came by on time and answered all of our questions. Then on the day of the installation the crew arrived (masked) and efficiently installed both systems within the scheduled time frame. They were neat and clean ... AND we love the ductless system- they are a perfect heat and air conditioning solution for our duplex. I highly recommend The Heat Pump Store.

Technician "Jamie" called 30 minutes prior to the scheduled 8:00 a.m. appointment. Highly competent and efficient, Jamie diagnosed the problem just minutes after arrival, visually pointed out the problem (damaged fittings) then immediately commenced the repair. After the work was completed he explained the costs noted on the invoice then tested the system. We are extremely happy with the outcome.