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Business owner informed me that making a call for cooling at stat actually caused increase in room temperature. Made call for cooling. System ran in heat mode. Checked installer set up for proper reversing valve set up; ok. Found 18-5 wire at outdoor unit torn (reversing valve conductor severed). Called Harry to approve pricing/repair (diagnostic/low voltage wiring repair) rewired low voltage and secured in several spots. Tested system in cooling mode. 23F temp rise; ok.