Question 1

What counts as a heat pump emergency?

Accepted Answer

A heat pump emergency includes: complete system failure (no heating or cooling), outdoor unit frozen solid in ice, refrigerant leaks, electrical burning smells, loud grinding or metal-on-metal noises, water actively leaking inside your home, or error codes preventing operation. If your home is uncomfortable and temperatures are extreme, or you suspect equipment damage is occurring, call immediately.

Question 2

Can emergency heat pump repairs be done same day?

Accepted Answer

Yes. Most emergency repairs are completed on the first visit. Our service trucks carry a comprehensive inventory of common parts including compressors, fan motors, capacitors, contactors, thermostats, and control boards for all major brands. In cases requiring specialized parts, we can often source them same-day or provide temporary solutions until permanent repairs are completed.

Question 3

What is the cost of emergency heat pump service?

Accepted Answer

Emergency service call fees typically range from $150-$250 depending on time of day and location. Repair costs vary based on the issue - simple fixes like replacing a capacitor may be $200-$400 total, while compressor replacement can be $1,500-$3,000. We provide upfront pricing before starting work so there are no surprises. Call 778-909-5731 for a specific quote.

Question 4

Do you service all heat pump brands?

Accepted Answer

Yes, we service all major heat pump brands including Daikin, Mitsubishi, Fujitsu, Carrier, Lennox, Trane, Bosch, Goodman, LG, Samsung, Panasonic, York, Rheem, and more. Our technicians have training across manufacturers and carry brand-specific parts and diagnostic tools.

Question 5

Can you replace a failed heat pump the same day?

Accepted Answer

In many cases, yes. For standard residential systems, we can often complete same-day replacement if we have suitable equipment in stock and installation conditions permit. Complex installations or commercial systems may require next-day completion. We prioritize emergency replacements when repair is not economical.

Question 6

Do you service ductless mini-split heat pumps?

Accepted Answer

Absolutely. We specialize in ductless mini-split systems including single-zone and multi-zone configurations. Our technicians are experienced with all major ductless brands and carry parts for both indoor wall units and outdoor condensers. We handle communication errors, refrigerant issues, drainage problems, and component failures specific to ductless systems.

Question 7

Is a heat pump freezing up dangerous?

Accepted Answer

Yes, it can be. Minor frost on the outdoor coil during cold weather is normal and typically cleared by automatic defrost cycles. Heavy ice buildup indicates a problem - usually low refrigerant, blocked airflow, or defrost system failure. Continuing to run a heavily frozen heat pump can damage the compressor, fan, and coils. Turn the system off and call for emergency service immediately.

Question 8

Why is my heat pump blowing cold air in winter?

Accepted Answer

Common causes include: system stuck in cooling mode (reversing valve failure), low refrigerant charge, outdoor temperature below system rating, defrost cycle in progress (temporary), or auxiliary heat not engaging. If cold air persists for more than 10-15 minutes during heating demand, this is an emergency requiring immediate diagnosis. Call 778-909-5731.

Question 9

How fast can you respond to an emergency call?

Accepted Answer

Response times vary by location and time of day. In central Metro Vancouver areas (Vancouver, Burnaby, New Westminster, Richmond), we typically arrive within 60-90 minutes. Outer areas like Surrey, Coquitlam, and Langley average 90-120 minutes. We dispatch the nearest available technician for fastest response. Call 778-909-5731 for current estimated arrival time.

Question 10

Do you offer emergency service nights and weekends?

Accepted Answer

Yes, we provide true 24/7 emergency service every day of the year including nights, weekends, and holidays. Our dispatch answers calls around the clock and technicians are on-call for immediate response. Emergency rates may apply for after-hours service, which we disclose upfront when you call.

Question 11

What should I do while waiting for emergency service?

Accepted Answer

For complete system failure: Turn the thermostat to OFF and switch the breaker to OFF to prevent damage from repeated restart attempts. For ice buildup: Turn system OFF - never pour hot water on the unit. For burning smells: Turn system OFF immediately and switch breaker OFF. For water leaks: Place towels or containers to protect flooring. For strange noises: Turn system OFF to prevent mechanical damage. Then call 778-909-5731.

Question 12

Can I get heat pump service during extreme cold weather?

Accepted Answer

Yes, extreme cold is when you need us most. We continue emergency service regardless of weather conditions. Cold weather can stress heat pumps and cause failures, so we prioritize these calls. Our technicians are equipped for winter service and our trucks carry cold-weather parts and tools.

Question 13

What areas do you serve for emergency heat pump repair?

Accepted Answer

We provide 24/7 emergency service throughout Metro Vancouver and the Lower Mainland including Vancouver, Burnaby, Richmond, Surrey, Coquitlam, Port Coquitlam, Port Moody, Delta, North Vancouver, West Vancouver, Langley, Maple Ridge, White Rock, Abbotsford, and New Westminster. Call to confirm service availability in your specific location.

Question 14

Do you service commercial heat pump systems?

Accepted Answer

Yes, we service commercial heat pumps including rooftop units, large-capacity systems, VRF/VRV systems, and commercial ductless installations. We understand that commercial HVAC downtime affects business operations, so we prioritize fast response and can work during off-hours to minimize disruption. Call 778-909-5731 for commercial emergency service.

Question 15

Will my home warranty cover emergency heat pump repairs?

Accepted Answer

This depends on your specific warranty policy. Many home warranties cover heat pump repairs, but you typically need to contact your warranty company first to open a claim. However, in true emergencies where immediate service is needed, you may need to pay upfront and seek reimbursement. We can provide detailed invoices and documentation for warranty claims.

Question 16

How do I know if I need repair or replacement?

Accepted Answer

Our technicians perform a thorough diagnostic and provide honest recommendations. Generally, repair makes sense if the system is under 10 years old, repair cost is under 50% of replacement cost, and the system has been reliable. Replacement makes sense for systems over 12-15 years old, multiple component failures, repeated issues, or when repair cost approaches replacement cost. We help you make the most economical decision.

Question 17

What if my heat pump is still under manufacturer warranty?

Accepted Answer

We can service warranty equipment. Many manufacturer warranties cover parts but not labor. We will identify warranty-eligible parts and help you file claims with the manufacturer. For systems under 5 years old, parts are often still covered. We provide all documentation needed for warranty claims and can install manufacturer-provided parts.

Question 18

Can you diagnose error codes over the phone?

Accepted Answer

We can provide general information about what an error code indicates, but accurate diagnosis requires on-site inspection with proper test equipment. Error codes point to problem areas but don't always reveal the root cause. Call 778-909-5731 with your error code and we'll dispatch a technician for proper diagnosis and repair.

Question 19

Do you provide written estimates before starting work?

Accepted Answer

Yes, for non-emergency repairs we provide written estimates. For emergency service, we diagnose the problem on-site and provide upfront pricing before beginning repairs. You approve the cost before we proceed. Our goal is complete transparency - no hidden fees or surprise charges.

Question 20

What payment methods do you accept?

Accepted Answer

We accept all major credit cards (Visa, Mastercard, American Express), debit cards, e-transfer, and cash. Payment is due upon completion of service. For larger projects like system replacement, we can discuss payment arrangements.

Question 21

Are your technicians licensed and insured?

Accepted Answer

Yes, all our technicians are certified HVAC professionals with Red Seal certification and proper licensing. We carry full liability insurance and WorkSafeBC coverage. We have been in business since 1999 under ROMA Heating & Cooling and maintain all required certifications and insurance.

Question 22

Can you service heat pumps in high-rise buildings?

Accepted Answer

Yes, we regularly service heat pumps in high-rise residential and commercial buildings. We coordinate with building management, observe strata rules, and have the equipment to service systems at any height. Many high-rises have ductless mini-splits or PTAC units which we specialize in.

Question 23

What is the most common heat pump emergency?

Accepted Answer

In Metro Vancouver, the most common emergencies are: frozen outdoor units during cold snaps, reversing valve failures causing wrong-mode operation, refrigerant leaks in older systems, compressor failures in systems over 10 years old, and communication errors in multi-zone ductless systems. We stock parts for these common failures on our service trucks.

Question 24

How long do emergency repairs typically take?

Accepted Answer

Simple repairs like replacing a capacitor, contactor, or thermostat typically take 30-60 minutes. Component replacements like fan motors or control boards may take 1-2 hours. Complex repairs like compressor replacement or refrigerant leak repair can take 3-5 hours. We work efficiently to restore your comfort as quickly as possible.

Question 25

Can you perform emergency service on strata-owned equipment?

Accepted Answer

Yes, we regularly service heat pumps in strata buildings. For equipment owned by individual units, owners can call us directly. For common property systems, we can work with strata councils and property managers. We provide clear documentation and billing suitable for strata approval and records.

Question 26

What if I smell something burning from my heat pump?

Accepted Answer

Turn the system OFF immediately at the thermostat and breaker. Burning smells can indicate electrical issues, overheating components, or motor failure. Do not restart the system. Call 778-909-5731 for emergency service right away. Electrical burning smells can indicate fire risk and should be treated as urgent.

Question 27

Why is my outdoor heat pump unit making loud noises?

Accepted Answer

Loud noises indicate mechanical problems requiring immediate attention. Grinding or metal-on-metal sounds suggest bearing failure or debris in the fan. Squealing typically means belt or bearing issues. Banging can indicate loose components or compressor problems. Turn the system OFF and call for emergency service to prevent catastrophic failure and more expensive repairs.

Question 28

Can you help with heat pumps that are too old to find parts for?

Accepted Answer

For obsolete systems where parts are discontinued, we explore all options including compatible aftermarket parts, reconditioned components, or alternative solutions. If parts truly cannot be sourced, we help you transition to a replacement system quickly. Our extensive supplier network often finds parts others cannot.

Question 29

Do you service heat pumps with discontinued refrigerants?

Accepted Answer

Yes, but with limitations. Systems using discontinued refrigerants like R-22 can still be repaired if we can source the refrigerant. However, R-22 is expensive and availability is limited. For systems requiring significant refrigerant recharge, replacement with a modern R-410A or R-32 system is often more economical and environmentally responsible. We help you evaluate the best option.

Question 30

What is your guarantee on emergency repairs?

Accepted Answer

We stand behind our work with warranties on both labor and parts. Labor is typically warranted for 1 year, and parts carry manufacturer warranties ranging from 1-10 years depending on the component. If a repair fails within the warranty period, we return at no charge to make it right. Your satisfaction and system reliability are our priorities.

Question 31

Can you service heat pumps during power outages?

Accepted Answer

We can diagnose and repair heat pump issues during power outages, but the system requires electrical power to test operation after repairs. If you have a backup generator powering the heat pump, we can complete full service. Otherwise, we can perform repairs and return when power is restored to verify operation at no additional service charge.

Question 32

How often should heat pumps be serviced to prevent emergencies?

Accepted Answer

We recommend annual preventive maintenance - ideally in fall before heating season. Regular service identifies potential failures before they become emergencies, maintains efficiency, and extends system life. Preventive maintenance typically costs $150-$250 and can prevent expensive emergency repairs. While we specialize in emergency service, we strongly advocate for preventive care.

Question 33

Can you retrieve heat pump service history from previous companies?

Accepted Answer

We can only access service history if you have records from previous providers. However, during diagnosis we can assess system condition and identify past repairs based on equipment inspection. For future service, we maintain detailed records of all work performed so you have complete service history.

Question 34

What should I do if my heat pump keeps tripping the breaker?

Accepted Answer

Turn the system OFF and do not attempt to reset the breaker repeatedly - this indicates a serious electrical fault that can cause fire risk or equipment damage. Common causes include short circuits, failing compressor, or ground faults. This is an emergency requiring immediate electrical diagnosis. Call 778-909-5731 right away.

Question 35

Do you work with insurance companies for equipment damage?

Accepted Answer

Yes, we work with homeowner insurance companies for heat pump damage claims. We provide detailed assessment reports, repair estimates, and documentation required for insurance claims. Common insurance scenarios include lightning damage, flooding, or vandalism. We can bill insurance directly in some cases or provide invoices for reimbursement.

Question 36

Can you service smart/Wi-Fi heat pump systems?

Accepted Answer

Yes, we service all smart heat pump systems including those with Wi-Fi connectivity, smartphone control, and smart home integration (Nest, Ecobee, Honeywell, Daikin One, Mitsubishi Kumo, LG ThinQ, Samsung SmartThings, etc.). We can diagnose both mechanical issues and connectivity/control problems. Our technicians understand both HVAC and smart technology integration.

Question 37

What if I need emergency service but cannot be home?

Accepted Answer

For emergency service, we typically need access to both indoor and outdoor equipment. If you cannot be present, you can arrange for a trusted neighbor, family member, or property manager to provide access. We can also work with real estate agents for vacant properties. We require authorization from the property owner and provide detailed documentation of all work performed.

Question 38

Can you service heat pump water heaters?

Accepted Answer

Our specialty is air-source heat pumps for space heating and cooling. While we have some capability with heat pump water heaters, we recommend contacting us to confirm we can service your specific model. Our expertise is primarily in residential and commercial HVAC heat pump systems.

Question 39

How do I prevent future heat pump emergencies?

Accepted Answer

Key prevention steps: 1) Annual professional maintenance, 2) Monthly filter changes or cleaning, 3) Keep outdoor unit clear of snow, leaves, and debris, 4) Address small issues promptly before they become emergencies, 5) Upgrade aging systems before complete failure, 6) Ensure proper clearance around equipment. Prevention is always less expensive than emergency repairs.

Question 40

Can I get a second opinion on recommended repairs?

Accepted Answer

Absolutely. We encourage informed decisions. If another company has recommended expensive repairs or replacement and you want confirmation, we provide honest second opinions. We charge our standard diagnostic fee but will credit this toward repairs if you choose to proceed with us. Our goal is earning your trust, not pushing unnecessary work.

Question 41

Do you provide energy efficiency assessments?

Accepted Answer

While our focus is emergency repair, we can assess your heat pump's operational efficiency during service calls and recommend improvements. For comprehensive energy audits, we can refer you to specialized consultants. However, we can advise on whether an aging, inefficient system should be repaired or replaced with modern high-efficiency equipment.

Question 42

What makes your emergency service different from other companies?

Accepted Answer

Three key differences: 1) True 24/7 availability - we actually answer calls and dispatch nights/weekends, not just an answering service, 2) Fully stocked trucks - we complete most repairs on first visit without parts delays, 3) Upfront pricing - you know costs before we start, never surprise bills. Plus our 25+ years in business under ROMA Heating & Cooling demonstrates reliability and expertise.

Question 43

Can you help me choose a new heat pump if mine cannot be repaired?

Accepted Answer

Yes, if repair is not feasible, we help you select the right replacement system. We consider your home size, insulation, budget, efficiency preferences, and special needs (like cold climate performance or quiet operation). We carry multiple brands and can offer options at different price points. Our goal is matching you with a reliable, efficient system that fits your needs and budget.

Question 44

What information should I have ready when calling for emergency service?

Accepted Answer

Helpful information includes: 1) Heat pump brand and model if visible, 2) Age of system if known, 3) Specific problem (no heat, loud noise, error code, etc.), 4) Any error codes displayed, 5) Your location and whether indoor access is required, 6) Timeline (immediate emergency vs. urgent but can wait a few hours). This helps us prioritize dispatch and prepare the right parts and tools.

Question 45

Do you offer financing for emergency repairs or replacement?

Accepted Answer

For larger emergency expenses like system replacement, we can discuss payment options. Many credit cards offer promotional financing. We can also refer you to third-party financing companies that specialize in HVAC equipment. For most repairs, payment is due upon completion, but we work with customers facing financial hardship from unexpected emergency expenses.

Question 46

Can you detect refrigerant leaks during an emergency call?

Accepted Answer

Yes, we carry electronic leak detectors and can perform thorough refrigerant leak diagnosis during emergency service. We locate the leak source, assess repairability, and provide options. Minor leaks can often be repaired on the spot. Major leaks in older systems may make replacement more economical than repair. We provide honest recommendations based on your specific situation.

Question 47

What if my heat pump problem returns after you repair it?

Accepted Answer

If the same issue returns within our warranty period (typically 1 year on labor), we return at no charge to diagnose and resolve the problem. Sometimes initial repairs reveal additional underlying issues - we handle these professionally and work to minimize your costs. Our goal is permanent solutions, not temporary fixes. Customer satisfaction and system reliability are our priorities.

Question 48

How can I prevent my heat pump from freezing up in winter?

Accepted Answer

Key prevention: 1) Change filters monthly, 2) Ensure outdoor unit has good airflow with 2-3 feet clearance, 3) Clear snow buildup (don't pile snow against unit), 4) Ensure defrost system functions (needs professional testing), 5) Maintain proper refrigerant charge (annual service). If heavy ice forms despite these measures, you likely have a defrost control or refrigerant issue requiring professional repair.

Question 49

Can you service heat pumps in new construction homes?

Accepted Answer

Yes, we service heat pumps in new construction. New systems can still have installation issues, manufacturing defects, or initial failures during the warranty period. We work with builders and homeowners to diagnose problems and coordinate warranty repairs with manufacturers when applicable. We document all issues for warranty claims and new home warranty programs.

Question 50

What is the typical lifespan of a heat pump?

Accepted Answer

In Metro Vancouver's mild climate, well-maintained heat pumps typically last 15-20 years. Ductless mini-splits often exceed 20 years. Factors affecting lifespan include quality of installation, maintenance frequency, usage intensity, and exposure to harsh conditions. Systems over 15 years old that require major repairs are often better replaced with modern efficient equipment. We help you evaluate repair vs. replacement economics.

Question 51

Do you service geothermal or ground-source heat pumps?

Accepted Answer

Our primary expertise is air-source heat pumps (air-to-air systems). Geothermal or ground-source heat pumps require specialized knowledge and equipment. We recommend contacting companies that specialize in geothermal systems for these installations. However, for the indoor air handler portion of a geothermal system, we may be able to assist depending on the specific issue.

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