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Frequently Asked Questions

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Verification(s) before service call

Should you have problems with your system, it is always possible to call our service department to obtian help and or service. However, we suggest you try a few easy mesures before you call the service department.

    You can do those basic checks yourslef (filter, breaker etc…).

    1. Verify if the air filter is dirty: a dirty filter is often the cause of many problems. If a code has appeared after changing the filter

    You must reinitialize (Reset) the unit to see if the problem is solved (To Reset the unit, cut the electrical power to the unit.

    for one to two minutes and then put the electrical power to the unit back on.

    2. Take down the brand (Manufacturer) and model and serial number of your products which can be found on the nameplate.

    3. Be ready to explain the problems you have witness to the service department and then to the technician.

    4. Make sure to know when the problem started.

    5. The system must be accessible, remove all object that could prevent the technician to reach your system.

    6. If the units are in the attic or a service cellar, make sure they are easily accessible.

    7. Make sure that the pets are well behaved or locked in another room so that they don’t interfer with the technician or that they be hurt.

    8. Make sure that an adult (18 an older) is on site to welcome the technician (as per rules laid down by law).

    9. Be ready to answer your phone as amny technicians confirm their appointment before arrving on site or they may be able to guide you to some checks and or fixes.

    10. Make sure that the phone number is reachable or give your cellular number to avoid missing a return call from the service department or the technician on duty.

    11. If you are the tenant, make sure that you obtain prior to any servicing the autorisation from the owner.

    12. If there is an ice build upon your heat pump or air conditioner, stop the unit prior to the techniacian’s arrival so that the ice can melt and be ready for servicing.

    13. If possible, try have have handy any files detailing prior repairs to your system.

    14. Be ready to give the payment to the techncian, he does possess a mobile Interac machine to help facilate the transaction.

    What is the most common problem ?

    A dirty filter!

    You have noticed less air, heat or cool air coming out of your air vents?

    • Always verify the air filter because your system must breath. A full and blocked filter reduces the quantity of air and minimises the performance of your system. An unchanged and overdue dirty filter can even stop the ventilator motor completely. A filter not only filters the air of your home but their main function is to protect your central system from accumulated dust in your furnace, evaporator and ducts. A 4 to 5 inch (in width) disposable filter must be replaced every six (6) to eight (8) months if the system includes an air conditioning or heat pump. If you possess a furnace only and the “FAN” functions only during the winter months and animal hair is inexistent, the same disposable filter could be replaced yearly. Please note that interior wall and floor finishing’s of new construction homes can block prematurely the air filter therefore it will require more frequent replacement for the first year. A cleaning of air ducts could also be required. Consult our customer service department for duct cleaning and our replacement filters. We also have high efficiency filters as well as ultra-violet neon against germs and acaroids.

    Why does a heat pump frost?

    • If the outdoor temperature is close to or below the freezing point while the heat pump is heating, the humidity in the air circulates at the surface of the coil, condenses and the coil frosts. The heat pump must absolutely remove the coat of frost by doing a defrosting cycle.

    What is a defrosting cycle?

    • The accumulation of frost varies, depending on the exterior temperature and the rate of the humidity in the air. The presence of frost reduces the efficiency of the coil and in turn reduces its capacity to transfer heat. It’s normal that a heat pump frosts when it’s very humid outdoors but it’s not normal that the pump remains frosted. The heat pump must absolutely remove the coat of frost by doing a defrosting cycle. It could defrost several times in one day lasting between 5 to 10 minutes max. During this procedure, your electric, gas or oil furnace will take over to heat the house.

    Is it normal to see smoke coming from the heat pump in the winter?

    • Yes, because it’s doing its defrosting cycle! The heat pump reverses its function to heat the condenser outdoors to melt the accumulated frost on the coil. This process causes smoke like pouring cold water on a hot fireplace.

    Why is a heat pump full of ice and what to do?

    • It is possible that the heat pump is not doing its defrosting cycle and the frost has turned to ice. From your thermostat put the system on “emergency heat” and call your servicing company and a technician will be assigned. Before the arrival of the technician, put pails of hot water onto the machine to melt the ice so that the technician can make his repair.
    • If a heat pump has no snow guard, it’s possible after a bad snowstorm or icy rain that ice accumulates in the machine. Again, use hot water to melt the ice.
    • The accumulation of ice under Heat Pump normal. Water from rain or snow flowing beneath the heat pump to cool and freeze. This can damage the pump unless the ice buildup is tilting the pump. To reduce the amount of ice, just put hot water boilers.

    Your heat pump does not work?

    • Check if the thermostat program is on « Heat » .
    • The heat pump will only work if the temperature is below the required temperature on the thermostat.
    • The outside temperature must be above -12 degrees Celsius. If the heat pump is equipped with an external probe and the temperature is below -12 degrees, it stops and the furnace takes over heating.
    • When a filter is overdue, a protective mechanism may halt the heat pump completely. Replace the filter and restart the system by a system « reset » through the breaker to the furnace and heat pump.
    • The heat pump may be in defrosting mode. She will start after a few minutes or as needed.

    Your furnace does not work?

    • Following a snow storm or heavy snowfall, check the chimney outlet (bazooka) of your gas furnace. A deadlock could choke your furnace on and off.
    • Check the drain leading to the floor drain to see if it is blocked, because if so, the water cannot escape and therefore repressed, and accumulate in the back of the gas furnace.
    • If the furnace does not reach the desired temperature, check the filter. If this is not the problem, call your service company.

    What to do to reduce the moisture in the windows? (Chart)

    • Recommended Humidity ratio in winter
    • (can be measured by using a good hygrometer)
    • EXTERIOR

      TEMPERATURE
      INTERIOR

      HUMIDITY % HUMIDIFIER
      INTERIOR

      HUMIDITY % AIR EXCHANGER
      CelsiusFarenheith(percentage)(percentage)
      -30 ou moins-22 ou moins15%25%
      -30 à –24-22 à -1215%25%
      -24 à -18-12 à -120%30%
      -18 à -12-1 à 1125%35%
      -12 et plus11 et plus35%45%
    • Humidity Source:
    • Humans, animals and plants count among the sources of humidity. Corporal transpiration, showers, washing of dishes/clothing, cooking, plants and domestic animals create a lot of humidity in the house. A Family of four (4) occupants produces 23 litres of vapour daily.
    • Condensation:
    • Mist can be apparent on windows and walls and is not necessarily caused by excess humidity, but can result from low thermal window resistance to cold. Most recent and well isolated homes eliminate air leaks creating a barrier that captures humidity in the home.

    Advice-to-reduce-condensation:

    During extreme outside cold temperatures, interior humidity should be eliminated by:

    • Ventilating (fan « on » ) using the thermostat
    • Use the fan above the stove when cooking
    • Use the fan of the bathroom when showering
    • Do not hang dry wet clothing inside the home in the winter
    • Eject outside the hot air when dryer in use
    • Do not use a humidifier or use a low % using chart
    • Do not boil a large quantity of water for one (1) cup of coffee
    • Do not use a humidifier or use a low % using chart
    • Leave curtains & blinds open often to permit free air circulation
    • Open a window for a few minutes every day when the humidity is at its highest of the day
    • Control the humidity by using an air exchanger which will change the air of the home
    • Verify cracks in the basement, wrongly insulated interior pool or poor ventliation

    Winter recommendation

    • If your central heating system includes a heat pump, you must at all time during the winter months, clear a path way that leads to the machine.
    • After a snowstorm or after an accumulation of snow, always check the heat pump’s condition. You must remove and free the condenser of all snow, inside and out to permit the heat pump to breath and to avoid mechanical breakdown.
    • A snow guard is recommended if available depending on the brand of the heat pump.
    • • If you are away from your home for more than a few days, we recommend a preventative step to avoid mechanical breakdown during your absence. Stop your heat pump during that time, to do so, put your thermostat on “emergency heat” at set the temperature preferably at an economic (low) range. IMPORTANT: Before re-starting your heat pump upon your return, check to see if all is o.k.

    Humidity control! (Chart)

    • A humidifier must function only during the winter months when heating. Consult the chart to indicate where the control must be adjusted in reference to the outside temperature.

      EXTERIOR

      TEMPERATURE
      INTERIOR

      HUMIDITY % HUMIDIFIER
      INTERIOR

      HUMIDITY % AIR EXCHANGER
      CelsiusFarenheith(percentage)(percentage)
      -30 ou moins-22 ou moins15%25%
      -30 à –24-22 à -1215%25%
      -24 à -18-12 à -120%30%
      -18 à -12-1 à 1125%35%
      -12 et plus11 et plus35%45%
    • A humidifier functions simultaneously with an air exchanger to obtain a minimum and a maximum percentage of humidity by setting the air exchanger 10% higher than a humidifier. Ex: If the humidifier is adjusted to give 40% humidity in the house, the air exchanger must be set at 50%. This means that the % requested by the humidifier will be its minimum and the air exchanger will control the humidity at its maximum. Once the humidity rises to 50% caused by cooking, hot showers vapors, human and animal transpiration ect. The air exchanger opens letting out the excess humidity and lets fresh air come in, thus controlling the humidity.

    How to obtain maximum efficiency from your humidifier?

    • Replace the humidifier pad once a year (or more frequently depending on the quality of the water) to prevent water damage caused by wear of the pad.
    • Open the water valve in the winter and close it in the summer.
    • The % of humidity requested on the control must be superior to the % of humidity in the house. If you wish to “Test” the humidifier, set the control at its highest.
    • For best results, put the fan “ON” using your thermostat. The circulation of the air bubbles will transport the humidity which in turn will be distributed in all rooms.
    • The transport of humidity will circulate while heating at 22 degrees Celsius/ 72 degrees Fahrenheit or more. If this is not sufficient, hot water connection is recommended.
    • To prevent water damage, verify the drain from the unit to the drain-floor.

    Air Exchanger

    • An air exchanger functions like a dehumidifier. Its main purpose is to control the % of humidity in the house by expulsing excess humidity outdoors and changing the air.
    • • An air exchanger functions simultaneously with a humidifier to obtain a minimum and a maximum percentage of humidity by setting the air exchanger 10% higher than a humidifier. Ex: If the humidifier is adjusted to give 40% humidity in the house, the air exchanger must be set at 50%. This means that the humidifier will provide the % requested and the air exchanger will control the humidity at its maximum. Once the humidity rises to 50% caused by cooking, hot showers vapors, human and animal transpiration ect. The air exchanger opens letting out the excess humidity and lets fresh air come in, thus controlling the humidity.
    • Never use an air exchanger during hot summer months because we want to keep the hot and humid air out! This unit can be used in fall, winter and spring.
    • Every four (4) months while in use we recommend washing the filter of the “Lifebreath” and “Van EE” air exchanger with mild soap. The core of the air exchanger, is a removable cube, and must be washed once a year by soaking it in a bucket of soapy warm water for a couple of hours. Dry all filters before replacing it in unit.
    • Some air exchangers like “Épurair” have annual replacement filters, available at our office.
    • To avoid water damage, verify the drain connected to the floor-drain.

    Protect your system and buy a filter!

    FILTERS :

    • The most common system breakdown is due to a neglected filter.We sell almost all makes and sizes of disposable air filters.
      Remplace it before it’s too late!!
    • We sell almost all makes and sizes of disposable air filters. We possess different quality filters (merv 16) for a healthier home environment. Make yourself a gift, buy one!
    • Handmade pre-filters are available to combine with a still functioning electronic filter that replaces the washable metal ones for superior filtration.
    • Do you know that a disposable air filter could replace an old electronic filter? Just measure your actual electronic filters (on the inside of the metal casing) and we could help you clear the air.
    • For optimal filtration, see our Hepa filters by deviation and neon lamps
    • For organism control see our germicidal lights (kills viruses, acaroids, bacteria and mold) sold at competitive prices.

    Summer recommendations

    HEAT PUMP (while cooling) / AIR CONDITIONER

    • When the system is on, always close the windows and doors!
    • Close the humidifier and the air exchanger, keeping hot and humid air out!
    • An air conditioner eliminates the excess humidity in the air before cooling down, otherwise it would be cold and damp in the house. If an air conditioner functions longer than expected, check the quantity of humidity outdoors/indoors as it must be taken into consideration. The humidity (condensation) is retrieved in the pan underneath the furnace and is drained into the floor-drain. To prevent water damage, always clear the drain of loosened debris. If the floor drain is blocked, you might need a plumber.
    • Excess humidity must be eliminated at its source. Check for cracked foundations, isolate indoor swimming pools and regulate sufficient amount of air returns for appropriate ventilation.
    • In hot conditions, it may take several hours before the temperature requested is reached. Once the system is activated, it could descend one degree per hour. • During hot days, to help the air conditioner, close the blinds.
    • Never ask below 20 degrees Celsius (68 degrees Fahrenheit) because the air condition and the evaporator will frost/freeze and the system will stop functioning. If the desired temperature cannot be reached after several hours, asking below 20 degrees Celsius will not help. It could even worsen its conditions and the technician will have difficulty pinpointing the problem. Stop the system by putting the system on the “OFF” position and call your servicing company.
    • By prevention, always turn off your system if you leave the house empty for more than a few days. This will contribute in saving energy and money.