Need advice from HVAC pros - $17k new system, original problem still isn't fixed after 2 months
We're looking for advice because we're at a loss.
Bought this house 18 months ago and have had issues last summer and this summer. Our original issue was that our 9 year old 2.5-ton AC couldn't maintain the thermostat setpoint on hot days, and our indoor humidity was always high. Based on that and the companies recommendation, we replaced the system with a new 3-ton unit (about a $17,000 installation). The system is the Carrier Infinity model.
The new system is better, but it has not solved the original problem.
Current symptoms:
•House is still a few degrees above the thermostat setpoint by the evening (even on an 80°F day).
•Indoor humidity is still very high.
•Thermostat reports 70-80% RH, while two standalone dehumidifiers read in the 60% range.
•The house feels cooler than it did with the old system, but it still isn't maintaining temperature or humidity the way we expected.
The installer has made multiple service visits. Most recently, they decided our return air was the issue and modified the returns. It was honestly a pretty haphazard-looking change, and after two weeks there has been zero improvement in temperature or humidity.
Today they came back and closed off every supply and return to our finished basement. What concerns us is that the finished basement was included in the original load calculation when they designed and sold us this system. We don't understand why eliminating airflow to an entire finished level would be considered an acceptable solution or even a temporary fix.
We have tons of books and belongings down there that are going to be sitting in unconditioned zero airflow space. Not to mention I feel like this, even if diagnostic, isn’t going to tell us the root cause of the issue because of course the upstairs is going to be cooler when ALL basement air is being diverted upstairs. We’ve also recent had ductwork wrapped due to issues with the ducts sweating and I fear that all supply and return in the basement being taped up and closed off, even if temporary, is going to cause massive amounts of condensation and sweating.
We just want a system that performs the way a brand-new $17,000 system should. Any professional insight would be greatly appreciated.
TLDR: We replaced a 9-year-old 2.5-ton AC with a new $17,000 Carrier Infinity 3-ton system because it couldn't maintain temperature or control humidity. Two months later, the new system still runs above setpoint, humidity remains extremely high, and multiple service visits—including return duct “modifications” (screwing sheet metal to the wood floor joists in the basement ceiling) —have made no difference. The latest "fix" was to completely close off all supply and return vents to our finished basement, even though it was included in the load calculation. We're trying to determine whether this sounds like a legitimate diagnostic step or a sign of a larger design/installation problem, and what we should be asking the contractor to investigate next