How you ended up here

• Tell me briefly why you're considering replacing or upgrading your heating and cooling now.
• When did your current heating or cooling equipment last fail, require emergency repair, or give you serious trouble? Options: Within the last week, Within the last month, Within the last year, More than a year ago, It has not failed, we're planning ahead
• How urgent is getting a working system, do you need repairs within 48 hours, within 2 weeks, within a month, or is timing flexible? Options: Immediate (48 hours), Soon (within 2 weeks), Within a month, Flexible (more than a month)
• Which rooms or areas feel the coldest in winter or warmest in summer? Select all that apply. Options: Bedrooms, Living room / family room, Kitchen, Basement, Attic, Bathrooms, Home office, Whole house fairly even
• Do you currently rent or own the property? Options: Own, Rent, Something else / unsure

When things break, what really matters

• If your heating failed on the coldest night this winter, what outcome would make you call someone immediately?
• Walk me through the last time your system failed—what broke, who noticed it first, and what did you do?
• Which short-term fixes have you used—space heaters, portable AC, supplemental electric heat, or something else? Options: Space heaters, Portable AC / window units, Supplemental electric space heating, Wood stove / pellet, No temporary fix used, Other
• In the past five years, how many emergency HVAC service calls have you needed? Options: None, 1, 2-3, 4 or more, Don't know
• Who in your household is most affected by temperature swings, children, elderly, someone with health needs, or pets? Options: Children, Elderly, Someone with health needs, Pets, No one in particular

The house the system must serve

• Given your floor plan and insulation, where do you expect a heat pump system might struggle to keep up?
• Walk me through the location and type of your current outdoor unit, furnace, or boiler and how it connects to the home.
• Describe whether your home uses ducts, ductless heads, radiant tubing, or baseboard distribution and where those runs are located.
• Is there usable space for outdoor equipment beside the house, on a roof, or only in a constrained yard? Options: Beside the house with ample space, Limited side yard space, Roof placement only, Very constrained yard / no good location, Unsure
• What's the approximate year the home was built and the last major envelope upgrade like insulation or windows?
• Are there any site restrictions, historic district rules, HOA bans, setback limits, or easements that would prevent outdoor unit placement? Options: No restrictions known, HOA / covenants may restrict, Historic district restrictions, Easements or setback issues, Unsure / need to check

Comfort, cold‑climate concerns, and expectations

• If the system delivered most of its promised savings but felt slightly different from your old furnace, what would make you accept it anyway?
• Describe the indoor temperatures you prefer in bedrooms, living areas, and bathrooms during winter.
• Indicate whether noise and outdoor unit visibility are major concerns for you or your neighbors. Options: Major concern, Some concern, Minor concern, Not a concern
• List the rooms that must stay warm overnight regardless of conditions. Options: Master bedroom, Other bedrooms, Living room, Basement, No specific requirement
• What single performance failure, slower heat recovery, increased bills, loud operation, or frequent defrost cycles, would make you call the project unsuccessful? Options: Slower heat recovery, Higher-than-expected bills, Loud operation, Frequent defrost issues, Other

Budget realities and incentives that change the math

• Imagine the installed system is roughly 20 percent more than a like-for-like furnace replacement, what would persuade you to proceed?
• Choose the budget range that best matches your expectation for the entire project, including equipment, installation, and permits. Options: Under $7,500, $7,500 to $15,000, $15,000 to $25,000, $25,000 to $40,000, Over $40,000, Unsure / need estimate
• Are financing, payment plan, or leasing options something you would consider to bridge upfront cost? Options: Yes, financing preferred, Possibly, if terms are good, No, prefer to pay cash, Unsure
• Tell me whether rebate or incentive timing would change your decision timeline. Options: Yes, incentives are required to proceed, They would help but are not required, No, incentives don't affect timing, Not sure / need guidance
• Would a required pre-approval process that adds four weeks to the schedule be a deal stopper? Options: Yes, cannot wait that long, Maybe, depending on amount saved, No, timing is flexible

Installation obstacles that stop a project

• Name the one site constraint or permit hurdle that would make you stop the project immediately.
• Have past installations in your neighborhood faced noise complaints, zoning pushback, or failed inspections? Options: Yes, noise complaints, Yes, zoning issues, Yes, failed inspections, No known issues, Unsure
• Please indicate whether hazardous materials such as asbestos, knob and tube wiring, or mold are present in any intended work areas. Options: None known, Asbestos present, Knob and tube wiring present, Mold or water damage present, Unsure / need inspection
• Rate the accessibility of attics, crawlspaces, and the rooftop for installing equipment. Options: Easily accessible, Somewhat accessible, Difficult access, No access
• Could discovering structural issues that require unexpected repairs during installation pause or cancel the project? Options: Would pause and reassess, Would proceed with extra cost, Would cancel, Unsure

Other options you're weighing

• Explain what would have to be true about your current heating approach for you to keep it rather than replace it.
• Select the solutions you are actively considering. Options: Like-for-like furnace or AC replacement, Hybrid heat pump plus furnace, Full heat pump electrification, Ductless minisplits, DIY or partial DIY approach, Delay decision / no change
• Have you received written proposals from other contractors and do any include Manual J load calculations or measurement-backed performance estimates? Options: Yes, with Manual J and measurements, Yes, but no Manual J, No written proposals yet, Only verbal quotes so far
• Is any household decision maker pushing to solve this without hiring an outside contractor? Options: Yes, owner wants DIY, Yes, landlord wants DIY, No, we need a contractor, Unsure
• Explain whether a lower-priced proposal that omits Manual J load calculations or required electrical upgrades would be acceptable, or a red flag. Options: Unacceptable, red flag, Acceptable if savings substantial, Need more information, Unsure

Practical must-haves before we can book the install

• Identify the single permit, electrical, or access issue that would delay or cancel the installation.
• Do you know the main service panel amperage and whether there have been recent electrical upgrades? Options: 100 amp, 150 amp, 200 amp or greater, Not sure, Recently upgraded
• Please tell us whether the property uses municipal utilities, a private well, or a septic system, and whether that affects where equipment can be placed. Options: Municipal water and sewer, Private well, Septic system, Combination / other
• List any homeowners association restrictions, historic district rules, or local conservation overlays that might impact exterior equipment placement. Options: None known, HOA restrictions, Historic district rules, Conservation or setback overlays, Unsure / need to check
• Could a required electrical panel upgrade or significant trenching for refrigerant or ground loops be acceptable, or would that stop the project? Options: Acceptable with budget, Would likely stop project, Need more information, Unsure

Decision rhythm and next steps

• Assuming our recommended system meets the performance targets in commissioning, what would stop you from signing that week?
• Who else must approve this project, sign permits, or release payment? Select all that apply. Options: Spouse or partner, Homeowner not on site, Landlord, Property manager, Board or HOA, No one else
• Select your target decision timeline. Options: Immediately, Within 2 weeks, Within a month, 1-3 months, Longer / undecided
• Choose your preferred communication method for estimates and schedule updates. Options: Phone call, Email, Text message, Online portal, In-person meeting
• Share any remaining questions, concerns, or household constraints that would affect moving forward.

• System Walkthrough, Heat Pump Fit for Your Home

• Orientation, what happens from decision to go-live
• You confirm that the heat pump approach described will maintain comfort through your coldest expected conditions for the rooms and usage patterns you described.
• Run a Manual J load calculation and deliver a dated report with recommended system sizing, expected seasonal performance, and a first-year operating cost estimate.
• You confirm the expected direction of operating cost and whether it fits your budget range or requires a different equipment or scope tradeoff.
• Confirm the current state and its cost
• Prepare a draft equipment layout showing proposed indoor and outdoor unit locations and any recommended duct or ductless zoning changes.
• You confirm any site constraints that would change system selection, such as preferred outdoor unit location, noise limits, electrical capacity, or ductwork limitations.
• Provide the most recent 12 months of utility bills, typical thermostat settings and occupancy patterns, and a floor plan or photos of each level.
• Explain how a heat pump addresses your specific comfort and cold-climate concerns
• You agree to the next steps required to produce a firm proposal and timeline, including the Manual J, site visit, and any documentation to provide.
• Review modeled performance using your layout and usage
• Confirm available rebate or incentive details and any timing constraints that affect installation windows.
• Schedule a site visit for detailed measurements and electrical panel inspection within the next 7 to 14 days.
• Confirm site constraints and tradeoffs
• Validate alignment
• Agree next investigative steps and timeline

• System Walkthrough, Heat Pump Fit for Your Home
• System Walkthrough Deck
• Solution Brief, System Walkthrough

• meeting
• slides
• document

• Manual J load calculation and sizing report
• Equipment selection and proposal package
• Air-source heat pump unit installation
• Ground-source heat pump loop field installation
• Ductwork modification, sealing, and airflow balancing
• Ductless mini-split indoor unit installation and commissioning
• Refrigerant evacuation, charging, and leak testing
• System commissioning, startup, and performance verification
• Thermostat and control installation and programming
• Electrical service and circuit upgrades
• Incentive, rebate, and tax-credit application processing
• Financing application assistance and documentation
• Warranty registration, labor warranty, and documentation
• Seasonal maintenance enrollment and initial tune-up
• Priority emergency service enrollment and response

Manual J load calculation and sizing report

• Provide the outdoor design temperatures (winter and summer) and the location used for climate data that we should apply in the Manual J.
• Do you have existing building envelope data (roof, wall, floor R-values, window U-factors) or should we measure during our site visit? Options: I have envelope data, Measure during site visit, Unknown - need guidance
• List conditioned square footage by floor, ceiling heights, and number of exterior doors and skylights to include in the Manual J.
• Specify the maximum sizing tolerance you will accept between the Manual J peak heating load and final equipment nominal capacity (for example, +/- 10% of peak BTU/hr). Options: +/- 5%, +/- 10%, +/- 15%, I want installer recommendation
• Describe any unusual internal heat gains or occupancy schedules (home office, shift work, high appliance usage) that should be modeled in the load calculation.

Equipment selection and proposal package

• Which system type are you interested in for the proposal? Options: Air-source heat pump, Ground-source heat pump, Ductless mini-split, Hybrid (heat pump + existing backup)
• Indicate a target efficiency or performance metric you want highlighted in the proposal (for example SEER2, HSPF2, COP at -10C).
• Provide your target equipment budget range for the proposal (equipment only, excluding installation) to guide selection. Options: Under $5,000, $5,000 - $10,000, $10,000 - $20,000, Over $20,000
• Select the deliverables you want included in the proposal package. Options: Equipment spec sheet and sizing rationale, Itemized equipment + labor pricing, Estimated energy savings and payback, Manual J summary and single-line electrical diagram
• Describe any non-negotiable constraints for equipment selection (noise limits in dB at property line, maximum outdoor unit footprint, homeowner aesthetic restrictions).

Air-source heat pump unit installation

• Are there location constraints for the outdoor unit such as minimum setback from bedrooms, permitted distance from property line, or HOA rules? Options: Yes - constraints exist, No constraints known, Unknown - check with HOA
• Choose the preferred outdoor pad or mount type for the unit. Options: Concrete pad, Rubber vibration pad, Wall-mount bracket, Roof curb
• Estimate the approximate refrigerant line-set length and vertical rise between the planned outdoor unit location and the indoor air handler in feet.
• Indicate the planned outdoor unit location (ground level, roof, or elevated platform) and any access limitations for installation crews. Options: Ground level with clear access, Roof access required, Elevated platform or deck, Access limitations - describe
• Describe any local cold-climate operating requirements you want addressed during installation (for example crankcase heater/cold-climate kit, guaranteed capacity at -10F).

Ground-source heat pump loop field installation

• Confirm whether the property has adequate space for horizontal trenches or if vertical boreholes are required for the ground loop. Options: Horizontal trenches available, Vertical boreholes required, Limited/no yard access - need assessment
• Specify available geotechnical information or soil type (sandy, loam, clay, rock) if known, or request a soil thermal conductivity test. Options: Sandy/loam, Clay, Rocky, No data - need testing
• Identify any known underground utilities, easements, wells, or septic fields that might constrain loop field design. Options: Utilities/easements present, No known constraints, Unknown - request locate
• Choose the loop-field option you prefer or request that we perform the loop sizing calculation for you. Options: I have a loop design, I want installer to design loop field, Need guidance on closed vs open loop
• Detail any landscape, access, or restoration expectations after trenching or drilling (driveway crossing, lawn restoration, tree protection).

Ductwork modification, sealing, and airflow balancing

• Upload an existing duct layout or measured register list if available, or select that no drawing exists. Options: Upload drawing, No drawing available
• Estimate whether you believe the existing ducts are undersized, oversized, or unknown relative to the loads. Options: Undersized, Oversized, Unknown - request assessment
• What is the target supply airflow per key rooms (CFM) or whole-house CFM you want us to use for balancing?
• State whether crawlspace or attic access is restricted and whether equipment access panels must be coordinated with other trades. Options: Access unrestricted, Restricted - describe access constraints
• Choose the duct remediation approach you prefer. Options: Seal and insulate existing ducts, Replace sections with new ductwork, Install additional returns, No ductwork work required

Ductless mini-split indoor unit installation and commissioning

• List the rooms planned for ductless indoor heads and the approximate BTU capacity desired in each room.
• Select preferred indoor head styles for each room. Options: Wall-mounted, Floor-mounted, Ceiling cassette, Concealed-duct
• Describe mounting constraints such as proximity to windows, exterior walls, or furniture that will affect indoor head placement.
• Will indoor unit mounting require penetrations through fire-rated assemblies or structural modifications? Options: Yes - will require modifications, No
• Specify condensate management preference for indoor units (gravity drain to exterior, condensate pump, or tie to existing drain). Options: Gravity drain, Condensate pump required, Tie to existing drain, Unknown - need assessment

Refrigerant evacuation, charging, and leak testing

• Confirm whether refrigerant will be recovered from existing equipment and whether you require a recovered refrigerant manifest for disposal. Options: Recover and provide manifest, Recover - no manifest needed, No refrigerant to recover
• State the vacuum hold and pressure test acceptance criteria you require to confirm sealed refrigerant circuits (for example X microns hold for Y minutes or pressure hold at Z psi).
• Identify your preferred refrigerant charge verification method. Options: Weigh-in by scale, Charge by superheat/subcooling, Manufacturer factory charge with verification
• Specify whether low-GWP refrigerant selection or refrigerant compatibility constraints apply to this project. Options: Low-GWP required, Standard refrigerant acceptable, Need recommendation
• Provide whether you need transport and hazardous disposal documentation for recovered refrigerant. Options: Yes - provide documentation, No documentation required

System commissioning, startup, and performance verification

• When should commissioning occur relative to completion of mechanical and electrical work (same day as final install, next business day, within 7 days)? Options: Same day, Next business day, Within 7 days
• Specify measurable acceptance criteria that will confirm the system passes commissioning (for example, achieve at least X% of Manual J heating load at design temperature, supply-air delta-T range, and register-level CFM targets).
• Select which commissioning deliverables you require at handover. Options: Startup checklist, Measured refrigerant charge report, As-built single-line electrical diagram, Room-by-room airflow and temperature report
• Do you require an on-site homeowner orientation covering thermostat usage, defrost cycles, and first-winter expectations? Options: Yes - on-site walkthrough, No - written instructions only, Remote walkthrough acceptable
• Will you accept remote commissioning verification (video walkthrough and digital logs) if on-site access is restricted? Options: Yes, No

Thermostat and control installation and programming

• Which control strategy should we configure for the system? Options: Single-zone schedule, Multi-zone controls with sensors, Smart optimization with adaptive algorithms
• Provide details on existing thermostat wiring or whether new 24V control wiring is available. Options: Wiring present and compatible, New wiring required, Wireless control only
• Identify any home automation or energy management platforms the thermostat must integrate with.
• Select desired homeowner access level for controls. Options: Local thermostat only, Mobile app access, Installer remote monitoring
• Specify required backup-heat interlocks or sequencing with existing backup furnace/elements. Options: Interlock required, No interlock - separate systems, Need recommendation

Electrical service and circuit upgrades

• Provide the electrical service main size (amps) and whether a single-line electrical diagram (SLD) is available to upload. Options: Upload SLD, No SLD available
• Do you expect a utility service upgrade (for example to 200A) will be required to support the new heat pump equipment? Options: Service upgrade expected, No upgrade expected, Unknown - need load review
• Select additional electrical deliverables you want included. Options: Dedicated circuit and disconnect, Subpanel installation, Surge protection, Load management device
• Where should the outdoor unit disconnect be located relative to the outdoor unit and property access? Options: Mounted adjacent to unit, Near main panel, Mounted on exterior wall, Installer to recommend
• Identify whether the utility requires an interconnection or metering change for incentives or demand-response enrollment. Options: Utility interconnection required, No interconnection required, Unknown - request utility check

Incentive, rebate, and tax-credit application processing

• Which incentives do you intend to pursue for this project? Options: Federal tax credit, State rebate, Utility rebate, Low-income program
• Provide homeowner utility account number and permission level for rebate portal access if you want us to submit on your behalf. Options: I will provide account and permission, I will submit myself, I need installer to submit
• Select the types of documentation you will need from us for rebate and tax-credit filings. Options: Itemized final invoice, Manufacturer certification statement, Manual J and commissioning report, Proof of install photos
• When must rebate claims be submitted to remain eligible (for example within 90 days of install or by year-end)? Options: Within 90 days, By year-end, Other - specify
• Indicate whether you need the installer to track rebate status and provide follow-up until payment is issued. Options: Installer to submit and track, Installer to provide paperwork only, I will handle follow-up

Financing application assistance and documentation

• Are you seeking financing for the full project cost or equipment only? Options: Full project, Equipment only, Undecided
• Provide preferred financing term length or maximum monthly payment target to include in financing quotes. Options: 12-24 months, 25-60 months, Over 60 months, Specify exact target
• Identify whether you authorize collection of standard documentation (pay stubs, bank statements) to support a financing application. Options: Yes - authorize collection, No - I will provide
• Select whether you require financing pre-approval before equipment is ordered. Options: Pre-approval required, Pre-approval not required
• State any program constraints the financing must comply with (for example PACE, FHA requirements, or lender-specific conditions).

• Master Services Agreement (MSA)
• Statement of Work (SOW)
• Purchase Agreement / Order Confirmation
• Payment Schedule Agreement
• Permit and Inspection Responsibility Agreement
• Schedule and Site Access Agreement
• Labor Warranty Commitment
• Manufacturer Warranty Acknowledgment
• Commissioning and Final Acceptance Certificate
• Change Order Agreement
• Rebate and Incentive Authorization
• Site Risk and Damage Allocation Addendum

• Go-live health check (weeks 1-4)
• First performance measurement (weeks 4-10)
• Quarterly performance and support review (ongoing)

• Confirm and schedule the next preventive maintenance visit and provide the buyer with the visit checklist.
• Confirm warranty registration and buyer enrollment in the maintenance workflow are complete.
• Produce a normalized energy report showing kWh, degree-day normalization, and variance versus the Installation Scope forecast.
• Schedule and perform on-site adjustments if required, such as airflow balancing, refrigerant top-up, or control settings changes, with a target completion date.
• Provide evidence of completed warranty registration and maintenance plan enrollment to the buyer.
• Energy savings and bill impact review
• Confirm whether rolling monthly energy use and estimated bill reduction are tracking toward the forecast recorded in Installation Scope.
• Reduce outstanding service tickets and set clear timelines for any remaining warranty/repair work.
• Ensure preventive maintenance schedule is confirmed for the next 12 months and buyer enrollment remains active.
• Deliver quarterly performance summary including normalized kWh, estimated bill impact, and variance versus Installation Scope forecast.
• Close or escalate any open warranty claims with documented expected resolution dates.
• Re-confirm installation deliverables
• All commissioning items are reviewed and either accepted or have remediation tasks with completion dates.
• Buyer confirms basic operation and understands expected performance and normal behaviors.
• Incumbent system retirement status documented and any contract/archival tasks assigned.
• Deliver final commissioning report and as-installed equipment list to the buyer.
• Create remediation task list for any failed or out-of-tolerance commissioning items with target completion dates.
• Provide step-by-step homeowner operating guidance and maintenance enrollment instructions.
• Present measured energy use versus modeled forecast
• Determine whether first-month measured kWh is tracking toward the modeled forecast recorded in Installation Scope and document any variance.
• Identify causes for any comfort or performance gaps and agree specific corrective actions with completion dates.
• Reliability and service metrics
• Review comfort performance and cold-weather response
• Commissioning verification review
• Warranty and preventive maintenance status
• User orientation and controls walkthrough
• Verify commissioning stability data
• Warranty and maintenance enrollment check
• Open issue burn-down and next quarter plan
• Incumbent system decommissioning and fallback closure
• Agree corrective actions and timeline
• Open issues and immediate remediation