Ballard Natural Gas Service Inc

When Mr*** called into Ballard Natural Gas Service, Inche was informed that there is a diagnostic fee of $plus tax, which he agreed to and made an appointment. Our Customer Service Representative was able to have a technician to his home the same day for diagnostic and repair of
the furnace. The condensate pump that needed to be replaced is not a Lennox part and therefore not under warranty from the initial installation of the furnace.
Our Service Technician, Anthony, is NATE certified and has been trained to quickly determine what the issue is and fix it. After he determined the issue, he spoke with Mr*** and let him know what the cost would be for the repair. Mr*** signed the invoice and signed for his credit card charge. At no time was there an unknown charge to the client, it was all approved by Mr***. At any time, the service could have been refused and another company contacted to diagnose and repair the furnace issue
As for the cost of the part, and finding it cheaper online, we only work with reputable HVAC parts suppliers. We do not look for the cheapest parts online and order them for our clients. For over years, Ballard Natural Gas Service, Inchas provided the highest quality services for our clients. Our clients take comfort in knowing that we will treat their air conditioner, furnace, water heater, ducts or gas fireplace the same way we would treat our own, with the best care and highest quality professionalism

Ballard Natural Gas Service charges for its services & parts repairs within dollars of every other reputable HVAC company across the US charges. In fact, our company provides a year parts & labor warranty on all its repairs, much higher than any other company in the Seattle area
BNGS does not buy parts on line. Reason? No warranty available that can be relied upon, no guarantee that the parts are not defective in some way. We only buy our parts from local distributors that offer us the same support as we provide our customers. Anytime a part fails within our warranty period it is changed out immediately and our distributors replace the part to our stock immediately. No shipping, no quibbling, etc
We are a proud company. We charge what is fair to provide our customers with the quickest service possible, by well trained technicians, fully stocked trucks, benefits for our employees that the government has never had to force upon us - the list goes on
If I were to give you a partial refund then I would be admitting that we did something wrong which we did not. I am going to refund you 100%, mark your customer record on our database "inactive" and completely void your warranty as no funds have been received to support it. The credit card refund should show on your statement as soon as your bank processes it. We will be emailing you a copy of the credit advise as a show of good faith
Sincerely,
Kathleen K***
President/CFO
Ballard Natural Gas Service, Inc
Central Fabricators

Complaint: [redacted]I am rejecting this response because:
 
The issue I have is not with the initial $101 diagnostic fee, it's with the cost of the repair. I assumed when the technician told me it would be an additional $360 to complete the repair, that the part was expensive, and that it would take several hours to install, rather than a $50 part that took 15 minutes. When I asked the technician what the hourly service rate was, and asked for an itemized receipt, his response was, "I don't know, and I can't give you one. You'll have to contact my supervisor". When I asked the supervisor for one afterwards, she refused to provide one as well. I had to leave town the following day, and could not leave my family without heat, so I had no choice but to sign for the repair, and deal with it when I returned. If the business doesn't want to make an adjustment to my bill, then they are free to come uninstall the part, and give me a complete refund, minus the diagnostic charge of $101.
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Multiple attempts were made to rectify Mr. [redacted]’s claims of the fireplace not effectively heating his home. Each time we arrived, we found the fireplace operating as designed. We even had a factory representative fly in from out of state to evaluate the fireplace. Mr. [redacted] is using a...

fireplace to try to heat two spaces but consistently turns the unit off rather than utilizing the thermostat feature which would keep the room at a constant temperature. He lives in an old home with minimal insulation and single pane windows. On 12/11/2017 we even re-vented the fireplace by dropping a new liner in his chimney. Installers verified that the unit was again heating as it should. On 12/21/2017 Mr. [redacted] filed a complaint with the Revdex.com but never alerted us that he was experienced any issues. At this point Ballard Natural Gas Service has elected to refund Mr. [redacted] $4,222.04 for the installation of the fireplace. Mr. [redacted] is welcome to keep the fireplace and call another company for service. All warranty issued to the fireplace will be voided.  Christina H[redacted]General ManagerBallard Natural Gas Service, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
While a number of the statements made in the response are completely untrue, as noted further below, the offer of a refund is acceptable.I do wish to respond to the statements made by Ms. H[redacted], not because I wish to continue the disagreement, but to make clear that my acceptance of the refund does not constitute agreement with these statements. I have never "turned the unit off," and I do use the thermostat feature routinely. Nonetheless the fireplace fails to heat the space that Ballard Natural Gas specifically recommended it for. This has been acknowledged by not only their own technicians but also the factory representative to whom she refers, all of whom agreed that it was NOT operating as designed. After the latest repair attempt, with the fireplace still not heating the room as it should, I notified BNG on 12/14/17. I waited several more days for a response before going to the Revdex.com. This is all after several months and dozens of attempts to get a reasonable response from BNG.While I appreciate that BNG is willing to refund our money in order to resolve this situation, I do hope they will change their practices in order to avoid treating customers so poorly in the future.
Sincerely,
[redacted]