Frequently Asked Questions

Independent installers have a wide range of system options available to best suit a homeowner’s wants and needs. A professional contractor can help determine requirements, equipment sizing, and operation to help decide on the system that best fits a given home.

There are many factors to consider such as: 1) the size, age, and layout of the home; 2) the existing system; 3) local climate; 4) utility costs and incentive/rebate programs ; 5) goals and expectations for the system.

TIP: Contact a qualified independent contractor to assist through the decision process. Don’t forget to ask about additional warranty protection and service and maintenance options. Always ask the independent contractor how they back their installation in addition to the equipment warranty.

Below are the definitions taken from the Natural Resources Canada (NRCan) website:

Heating Seasonal Performance Factor (HSPF): HSPF and HSPF2 is a ratio of how much energy the heat pump delivers to the building over the full heating season (in Btu), to the total energy (in Watthours) it uses over the same period.

Weather data characteristics of long-term climate conditions are used to represent the heating season in calculating the HSPF. However, this calculation is typically limited to a single region, and may not fully represent performance across Canada. Some manufacturers can provide an HSPF for another climate region upon request; however typically HSPFs are reported for Region 4, representing climates similar to the Midwestern US. Region 5 would cover most of the southern half of the provinces in Canada, from the B.C interior through New Brunswick.

Seasonal Energy Efficiency Ratio (SEER): SEER and SEER2 measures the cooling efficiency of the heat pump over the entire cooling season. It is determined by dividing the total cooling provided over the cooling season (in Btu) by the total energy used by the heat pump during that time (in Watt-hours). The SEER is based on a climate with an average summer temperature of 28°C.

Coefficient of Performance (COP): The COP is a ratio between the rate at which the heat pump transfers thermal energy (in kW), and the amount of electrical power required to do the pumping (in kW). For example, if a heat pump used 1kW of electrical energy to transfer 3 kW of heat, the COP would be 3.

Click here for additional information from the NRCan website.

While third-part thermostats are compatible with select Moovair products, settings and features vary by brand and for this reason we cannot offer support for third-party controls.

TIP: Refer to the specific product’s operation manual, contact the thermostat manufacturer’s support line, or contact your heat pump installer for support.

This may depend on the controller you have however in most every case, simply simultaneously press the UP (^) and down (v) buttons and hold for 3 seconds and it should throttle back and forth.

How to do this should be included in your owner manual.

There are a couple types of temperature balance points which are field-determined based on a home’s heating load and local utility rates.

1. Thermal Balance Point: The outdoor temperature at which a heat pump can no longer maintain the indoor temperature. In the case of dual fuel systems, this balance point is when the backup heat source (such as a furnace) is needed to heat the home instead of the heat pump.

   Depending on field-determined factors, this balance point temperature can range from -5°C for non-cold climate rated products to -15 ~ -20°C for cold climate rated equipment. This setting is determined by the installer but may require fine-tuning until the appropriate setting is found.

   TIP: There is a simple way to know if your dual fuel system balance point temperature is set too low. During the coldest outdoor temperatures, the indoor temperature drops abnormally  below thermostat setpoint or does not maintain temperature. This would suggest the balance point temperature may need to be increased.

2. Economical Balance Point: This is a complex temperature balance point. It is based on the building load, utility rates cost comparison (electric versus natural gas or other fossil fuels), and the efficiencies of the heat pump and the fossil fuel furnace. In some cases, the variables may prevent a set it and forget it approach; adjustment may be needed.

   In regions with relatively low electrical utility rates, a high-efficiency cold-weather heat pump may be cost-efficient compared to fossil fuel costs. Check local utility rates.

   In regions with tiered electrical rates or frequent rate fluctuations, it becomes a more complex decision based on consumption and utility bills.

   UTILITY COST REMINDER: The addition of a heat pump will always result in an increase in winter electrical bills due to the added power consumption of the compressor, fans and defrost heaters. However, there should also be a partial offsetting cost to the fossil fuel utility bill (natural gas) or comparable reduction (in the case of propane and oil).  In the case of an electric furnace, electrical consumption reductions of 25-50% can be seen with a properly installed and set-up heat pump.

   If utility bills are a major concern and a cold-climate rated heat pump is installed, we recommend these steps as a starting point:

   In lower electrical rate provinces: Try setting the balance point to -15°C ~ -20°C and leave it for the winter.

   In higher (or tiered) electrical rate provinces: Try setting the balance to -5°C ~ -10°C and leave it for the winter.

   Assess utility bills and then determine any adjustments. The above recommendations are industry recommendations and are subject to several other factors unique to each home. Master Group and Moovair assumes no liability.

TIP: Owners should refer to local utility rates and work with the heat pump installer to determine what the economic balance point should be. Moovair does not provide calculation support for utility rates and economic balance points.

As a general industry statement, many equipment manufacturers and industry professionals (including HRAI and NRCan) do NOT recommend setting the thermostat back more than 2°C at night in cold climate heat pump applications for a couple reasons:

1. 1. ENERGY SAVINGS: If the thermostat setback is more than 2°C, when it switches back to the regular setpoint it may activate the backup or emergency heat. This could eliminate any energy savings accrued by the setback.
   2. LONG RECOVERY IN COLD WINTER TEMPERATURES: During the coldest winter temperatures and depending on the system sizing, it may take a prolonged time to raise the temperature in the home if night setback is too low. This is because the heat pump’s ability to provide heat decreases as the outdoor temperatures fall.

Many of today’s inverter based heat pumps can be compatible with 24V conventional thermostats.

Using a 24V thermostat with compatible inverter systems requires the installer to 1) confirm compatibility 2) properly install the additional wire connections and 3) set the proper installation parameters.

Inverter based systems use several functions and technologies. In a 24V thermostat application, the general ‘high level’ operation can be explained as follows:

1. On a heating or cooling call from the thermostat, the heat pump is energized.
2. The heat switches to corresponding mode – heat or cool.
3. Heat pump is now in operation and begins to supply or extract heat from the home.
4. Now the heat pump begins it’s variable inverter operation by using algorithms and built-in sensors (thermistors). The target temperatures measured at these thermistors determine whether the inverter needs to increase or decrease the heat pump output (inverter speed).
5. This continues until
6. the 24v thermostat is satisfied (no call for heating or cooling)

TIP: An inverter heat pump system always performs most efficiently/effectively when used with a matched factory indoor unit and communicating controller. When using a conventional 24V thermostat, compatible inverter systems will operate and vary capacity, however, some inverter range and functions are not applicable.

Heat pump outdoor units may experience minor frosting which is typically alleviated during normal defrost cycle. However, excessive and/or prolonged ice coverage without successful defrost merits assessment from the independent installer or servicing contractor.

Automatic fan mode function for Moovair ducted and ductless mini-splits allows the heat pump inverter technology to automatically adjust fan speed to suit the load/demand and optimize the efficiency of the inverter.

NOTE: The fan motors in Moovair systems are highly efficient and use ECM (electrically commutated motor) technology.

The latest inverter technology provides far greater HVAC efficiency than traditional single or two stage systems. Traditional compressors are either off or fully on – similar to a basic light switch. Whereas inverter-driven heat pumps allow incremental output adjustment – similar to a dimmable light switch. This incremental adjustability allows for greater efficiency and greater comfort.

This is a normal effect of the system’s defrost cycle. The defrost cycle is an important part of heat pump operation which clears the outdoor unit of ice build-up.

TIP: Some systems have settings which can decrease the sensation of cold air from indoor units when in defrost mode. Consult your independent installer or servicing contractor.

The addition of a heat pump will always result in an increase in your electrical bills due to the added electrical consumption of your compressor, fans and defrost heaters.

There should also be either: 1) a partial offsetting cost to the natural gas utility bill, or 2) a comparable reduction in the case of propane and oil.  In the case of an electric furnace, electrical consumption may be reduced by 25-50% with a properly sized and installed heat pump.

Modern high-efficiency, inverter-based products operate differently than traditional equipment. Fan operation is a key component in optimizing the system efficiency.  The inverter heat pump uses the fan intake air to take continuous temperature readings.  This process allows the system to vary the heat pump capacity to suit the constantly changing demand (load). This is why most systems will have constant fan operation.

NOTE: The fan motors in Moovair systems are highly efficient and use ECM (electrically commutated motor) technology.

The temperature measured at a ceiling or high wall can be anywhere from 2°C ~ 5°C warmer than the temperature at 1.5 meters above the floor.  With wall mounted, slim duct, or ceiling cassette units, the room temperature by default is sensed at the indoor unit and not at the wireless remote or wall control. This difference in temperature can be caused by warm air rising resulting in higher temperatures at the ceiling.

TIP: Don’t sweat it. Set the room temperature to physical comfort. There may be an offset adjustment available, depending on the system. Some systems offer a “Follow Me” function which senses the temperature at the wireless remote or wall control.

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TIP: HVAC installers have varying degrees of training and certifications. If you are choosing Moovair products, consumers should select an installer that has completed Moovair product training.

Heat pumps are designed to operate within the equipment’s rated capacity, parameters, and performance data. Moovair is backed by 10-year parts warranty coverage against failures and defects.

The selection, installation, and operation of the equipment is the responsibility of the independent installer. An installation is also subject to local jurisdiction, codes & standards, and local inspection authorities. Equipment manufacturers do not have the authority to inspect the installation and designs of the independent installer. Questions related to a specific installation should be directed to the independent installing contractor.

You should first contact your installation contractor. If you do not know who originally installed your system, visit our dealer locator for an independent contractor near you.

TIP: It is a best practice to ensure your installer knows and services the Moovair brand. 

Homeowners have up to six months from installation to purchase a 5 or 10 year labour plan through their independent Moovair installer.

TIP: To avoid processing delays, do not wait until the last day to purchase labour coverage. The labour plan starts from installation date; the sooner you purchase it the better.

Moovair product serial numbers are tracked at the time of sale to the contractor and come with a 10-year warranty from installed date; no registration required.

We have a voluntary product registration page where homeowners can submit their registration. This will provide the added benefit of any product-related communications. Visit moovair.ca/product-registration (under the resources tab).

TIP: Keep a copy of the installation invoice with system documents.

Parts: All Moovair indoor and outdoor units come with a ‘standard’ 10-year parts coverage against material defects and failure when installed by a professional accredited contractor in residential applications to the local codes and standards. Accessories come with a 1-year warranty. Terms and conditions apply.

Labour coverage is NOT included in the ‘standard’ warranty; a 5 or 10 year labour plan is available through the installing contractor for an added cost.

Residential heat pumps are designed for operation in residential/commercial occupant comfort heating and cooling applications. Moovair reserves the right to void any warranty in other applications deemed harmful to the equipment or outside of its operational parameters.

TIP: Heat pumps operate year-round and in the rare event of a major component failure, labour costs can be high. The purchase of extended labour coverage is encouraged for customer peace of mind.