A closer inspection of a newly installed outdoor unit left one homeowner frustrated. 

After upgrading to a 2/3-ton Gree heat pump and adding a gas line for a dual-fuel system, they noticed that the top looked bent and some of the fins appeared damaged. That all begged the question of whether they should make a stink about the whole situation.

Here's what to know

In a post on Reddit, the original poster asked: "What do you guys think? Should I bring it up and try to negotiate a lower price before I pay them?"

Most replies on the r/hvacadvice subreddit treated the problem as a common cosmetic issue with HVAC equipment that can happen in shipping. Rather than pushing for a full reinstall, one commenter called it "a minor issue, so it's worth a minor discount."

Another commenter in the industry offered their two cents: "If my company installed this. And customer asked about it. I'd take some money off. I've done that before. But this probably happens on I'd say about 10-20% of equipment we get." 

Others were less focused on replacement and more concerned with documenting the damage before final payment.

That is especially important because homeowners shopping for efficient HVAC systems and heat pumps are often making the switch to save money over the long term. If you're exploring that kind of upgrade, Palmetto's Comfort Plan network can help you find efficient heating and cooling solutions for your home and connect you with vetted installers, making it easier to understand your options before you commit.

More background

Many commenters thought the bent metal and damaged fins were more likely the result of delivery or earlier handling than something that happened once the unit arrived. 

One commenter wrote that "Shipping + delivery can be quite cruel to these things," while another said every piece of equipment made by Gree would have "some damage somewhere."

Even so, commenters warned against treating "common" damage as something to overlook. 

One commenter urged the homeowner to raise the issue.

"At least bring it up and point it out to them so later on if they try to blame you, you can say hey I told you guys about this," they advised.

What can be done?

The homeowner ultimately decided not to let the issue slide. 

"Gonna ask them to extend the warranty and give discount or replace- their choice but im the one paying and I want something that isnt damaged," they wrote in a follow-up.

Focusing on long-term value is part of why HVAC upgrades can matter so much. For homeowners trying to avoid surprise costs after installation, vetted installers and maintenance coverage can help reduce some of the uncertainty seen in the Reddit thread. Palmetto can help along those lines. 

If you're not ready to spend up front, the Comfort Plan includes $0-down options that can lower your heating and cooling costs by up to 50%. Each plan also includes 12 years of free maintenance.

If you're considering the kind of heat-pump upgrade this homeowner just made, you can also pair solar panels with electric appliances like efficient HVACs to push utility costs even lower. EnergySage makes it easy to find the best solar system and installer for your home and budget, saving you up to $10,000 on installations.

Where can I learn more?

Homeowners in similar situations have raised questions after spotting damage on a new install or problems after a service call. 

• During a heat wave, a homeowner spotted a 'backward' outdoor unit with exposed copper.

• After a $2,000 repair, a homeowner feared they were being strung along.

• A Ring camera captured a tech puncturing the coil during a yearly AC tune-up.

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