Business ProfileforNorthwest Expert Heating LLC

A disappointing experience for the heat pump purchase from NorthWest (NW) Heating. I purchased a heat pump on Jan 2023 to replace my existing heat pump. The heat pump was frequently in error and NW technicians came like 4 times last year and still not able to resolve the issue. In Dec, after the final visit, they concluded that the problem was a section of my ductwork need to be expand, so that the air flow could be good for the new system, and they request an cost of $2K for this work. The owner claimed that the ductwork was not part of the heatpump purchase, so was not NW's responsibility. My thought: I rely on the subject matter expert, in this case, NW Consultant to provide me the info and advise. After checking my previous system, NW consultant provided me the recommendation and warranty on this system. I trusted the recommendation and paid for the price. Now, I got the fact is, my ductwork is not compatible to this new system. However, it became the customer's responsibility now when things don't work out.As my previous system has the same power and was also heatpump, it worked fine in all these years. I changed it just because of the age of the previous system and hoping a newer system could save more energy. Should the ductwork be a check item before NW recommending this new system to the customer? Why it worked in the previous system, with same horse power, but not this new one?Additionally, if I take NW proposal, spend $2k to change my ductwork, what happen if the system still has same error after the change? Will NW refund me the $2K or refund the whole system? Or if NW would find some more issues that I need to fix and pay more, just to make the new system work without error? As a customer who purchased a system with warranty, am I asking too much for this business? Currently, my the new heat pump system is still in error status and I receive no more maintenance services from NW until I agree to their proposal.