New heat pump runs continuously in cool mode if it’s 85 degrees outside and now it runs continuously in heat mode when 40 outside

I had a brand new heat pump installed for the upstairs back in July. This unit would run continuously whenever outdoor temps were around 85 or higher. Now that it’s winter it’s doing the same thing in reverse.

I heard it running for almost 2 hours without shutting off so I put my hand to the vent and it felt like cool air was blowing. I went and got an infrared thermometer and compared the temperature coming from the vents upstairs to the old down stairs hvac system. The upstairs vents are blowing air 20-25 degrees cooler than the downstairs.

I previously called the company that installed it out this summer to check it out and they said everything is fine. I really don’t feel like this is normal because my downstairs system blows hot air and shuts off in a reasonable time even when it’s colder outside or hotter outside in the summer.

Has anyone else experienced this or have any advice on what could the problem? Should I just call for service again and see what they say?