PROJECT:  10 room mini-splits / 6 outdoor condensers

YEAR:  2024

CONTRACTOR:  NE Mini Split Installers / NH Generator Installers

STAR RATING:  ZERO STARS - HORRIBLE

In 2022, amidst the ongoing challenges of the COVID-19 pandemic, residents of New Hampshire faced a significant financial burden as Eversource, the state's primary electricity provider, more than doubled its rates.

For our household, this drastic increase meant our monthly electricity bill skyrocketed from an already steep $380 to over $800. Even after implementing rigorous energy-saving measures, we struggled to reduce our bill below $500 per month.

The winter season compounded our financial strain due to the soaring costs of heating oil. Traditionally, our home relied on a Forced Hot Water by Oil (FHWBO) system for heating. 

However, during the winter months, we found ourselves facing $800 oil bills every three weeks for about 18 weeks each winter. It became evident that we needed a more sustainable and cost-effective long-term solution.

After extensive research into alternative energy solutions, we identified a two-pronged approach: installing solar panels and integrating mini-split heat pumps, also known as ductless mini-split systems. Our home's long, south-facing roofline presented an ideal opportunity to harness solar energy efficiently. Additionally, we sought a system that could replace our inefficient window air conditioning units and reduce our dependence on oil for heating.

In evaluating heating and cooling systems, we considered both traditional ducted HVAC systems and the more eco-friendly mini-split heat pump systems, which have been promoted by government initiatives for their energy efficiency. Mitsubishi's literature and website suggested that their mini-split systems could meet all our heating and cooling needs, even in cold climates. 

We conducted thorough due diligence, obtaining five bids for the solar installation and six for the mini-split systems. Interestingly, all the solar proposals recommended identical equipment. We ultimately selected a provider based on a personal recommendation, which we discuss in detail in our dedicated solar article.

For the mini-split installation, we chose New England Mini Split Installers. Their bid was approximately $30,000, positioning them in the middle of the price range we received. Established in 2008, they are a Mitsubishi Diamond Dealer and have experience with related services under their sister company name, New England Generator Installers. Given our future plans to install a generator, this seemed like a suitable fit.

The company assured us that the installation would be completed in "three days; four tops" by a crew of four, displaying confidence in their expertise. However, two days before the scheduled start, the owner, Pete Aldrich, informed us that their financing company had withdrawn, requiring us to pay half of the total cost upfront. Reluctantly, we paid the $15,000 deposit.

On the first day of installation, we extended a goodwill gesture by providing breakfast sandwiches for the crew. It quickly became apparent that they lacked the necessary expertise. Only one individual, Steve, seemed to grasp the basics, but it was evident that this was the most complex system he had ever attempted to install.

The project timelines were grossly underestimated; what was promised as a three-day job extended to over three months. Major features that we had paid for were misrepresented too. For instance:

Auto Mode Functionality: We were informed that setting the system to "auto" would allow it to adjust between heating and cooling as needed. This proved to be false; we later discovered that the auto setting was not a functional feature.  Even the Mitsubishi support representative told us "you shouldn't be using Auto Mode at all".

Independent Room Control: We were assured that rooms connected to the same outdoor condenser could independently switch between heating and cooling. In reality, all indoor units linked to a single condenser must operate in the same mode, either heating or cooling. This design flaw was particularly problematic during the transitional seasons of spring and fall, as it prevented optimal temperature control in different areas of the house.

Cold Weather Performance: The system was touted to work efficiently down to zero degrees Fahrenheit. However, we found that the units struggled to produce heat unless the outdoor temperature was above 40 degrees Fahrenheit. The units frequently froze and shut off at lower temperatures, contradicting claims about their cold climate performance. 

Permit Pulled:  This proved to be false. The solar installers suggested that I call the town to find out if a permit was pulled. It had not been. New England Mini Split Installers, Bill specifically, tried to cover it up after I asked him for it. He had literally (after 2 months) just called in to request a permit after I asked him for it. I confronted him on this and he had nothing to say. The saddest part is that, after a full rip and replace of the outdoor condensers and over 2 months, the inspection failed ... everything.

Dehumidification Feature: We were specifically told that the dehumidifier function would effectively remove moisture from the air. In practice, this feature merely activated the cooling mode. Consequently, units installed in areas like the basement and garage for dehumidification purposes were rendered useless, as these spaces did not require cooling.

Energy Efficiency: The units were marketed as highly energy-efficient. Contrary to these claims, we observed a significant increase in energy consumption, especially in heating mode. Despite our solar installation generating approximately 50 megawatt-hours per year (about 137 kilowatt-hours per day), using the heat pump system quickly led to an energy deficit, as they more than quintupled our daily energy consumption. If we put on the 8 units in the main body of the house and set them to 70 degrees, we could quickly use well over 250 kilowatts in a day.

These issues were bad enough, but we were left with a poorly installed system and significant modifications to our home. The craftsmanship was subpar, exacerbated by a constant rotation of personnel arriving at unpredictable times.  After the entire original crew quit, the general manager, Bill, took over the installation. While courteous, he lacked the necessary expertise, leading to numerous mechanical issues.

For example, activating a thermostat in one bedroom would result in heating or cooling in an entirely different area, such as the living room. We also experienced water leaking onto the kitchen table. Not a single unit functioned correctly. 

The situation deteriorated to the point where the owner reluctantly agreed to redesign and reinstall a different set of condensers and to eliminate the branch boxes. The original design featured two high-efficiency condenser units; the new plan required six individual condensers for the ten indoor units.

Despite the redesign and new installation, the system's performance remained subpar. The units frequently malfunctioned, and as a final straw, I had to personally assist the installers in properly anchoring the condensers to the house. Initially, they had secured them merely through the siding, without attaching them to any structural support. Given that these units are heavy and prone to vibration, this oversight posed a significant risk.

The installers simply removed or cut out structural or cross-member supports, left the house a mess for days on end, and performed such shoddy work that much of the work will still need to be re-done.

To address the myriad issues, I hired two additional teams to rectify the system, incurring an extra $8,000 in expenses. Even with that, both contractors informed me that, because of the way in which certain items were installed, they could not service them.

Unfortunately, Mitsubishi was unhelpful throughout this process. Despite New England Mini Split Installers advertising themselves as a Mitsubishi Diamond Contractor—a designation that supposedly offers extended warranties and signifies specialized training—this affiliation provided no tangible benefits. I also spent another $7,400 on parts and materials to fix structural problems myself; not to mention the hundreds of hours that I had to put into the system.

Throughout the ordeal, New England Mini Split Installers misrepresented their products, designed a flawed system, left our home in disarray for extended periods, failed to return calls, and ultimately billed us in full, even adding a change order charge. To this day, they still even owe us a remote control.  

We don't use the system at all in the winter now, we have two units that will never be utilized, and we have more drain line work that still needs to be corrected.

I consulted a lawyer in hopes of finding a resolution, but the company ignored all legal communications, resulting in an additional $4,000 in legal fees. To avoid a lien on our home, I reluctantly paid the full amount owed. I vowed to share this experience to help others avoid similar pitfalls. We will never do business with New England Mini Split Installers again and will actively inform others about the poor treatment we received from this inexperienced team.

Lessons Learned and Recommendations

This experience has taught us several valuable lessons about selecting contractors for home installations. First and foremost, it's crucial to thoroughly vet any company before signing a contract. Look beyond their self-proclaimed credentials and seek out independent reviews and testimonials. In our case, trusting the Mitsubishi Diamond Contractor status without further investigation led to significant issues.

Additionally, always insist on a detailed, written contract that outlines the scope of work, timelines, and payment schedules. Be wary of any contractor who demands a large upfront payment, especially if this demand arises suddenly, as it did in our situation.

It's also advisable to consult multiple contractors and compare their proposals. While we did obtain several bids, we ultimately made our decision based on factors that, in hindsight, were less important than the company's track record and customer satisfaction.

The Importance of Due Diligence

Our ordeal underscores the importance of due diligence when undertaking major home improvements. Had we taken the time to research New England Mini Split Installers more thoroughly, we might have discovered red flags that would have steered us away from them. Resources like online reviews, Better Business Bureau ratings, and even court records showed nothing.  Even looking at their other sister company, New England Generator Installers, proved to be void of any substantial information.  We should have steered clear at that point.

Furthermore, understanding the terms and conditions of warranties is essential. We assumed that the Mitsubishi Diamond Contractor status would offer us better protection, but this proved not to be the case. Always read the fine print and ask questions to ensure you know what is covered and what is not.

Moving Forward

Despite the setbacks, we are committed to finding a sustainable and efficient heating and cooling solution for our home. We are now consulting with reputable contractors who have a proven track record in installing and servicing mini-split systems. Our goal is to ensure that our home is comfortable year-round without the exorbitant costs and headaches we've experienced.

We hope that by sharing our story, others can learn from our mistakes and make more informed decisions when selecting contractors for their home improvement projects. Always do your homework, ask the right questions, and don't be swayed by impressive titles or affiliations without verifying their legitimacy.

Final Thoughts

Home improvement projects are significant investments that require careful planning and consideration. Choosing the right contractor can mean the difference between a successful project and a nightmare like ours. Take the time to research, ask for references, and don't hesitate to walk away if something doesn't feel right. Your home and your peace of mind are worth the effort.

In conclusion, our experience with New England Mini Split Installers was fraught with challenges and disappointments. We hope that by sharing our story, we can help others avoid similar pitfalls and make more informed decisions when it comes to home improvements. Remember, due diligence is key, and never underestimate the importance of choosing the right contractor for your project.