Ballard Natural Gas Service Reviews (%countItem)
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Ballard Natural Gas Service Rating
Address: 2027 196th St SW Ste A101, Lynnwood, Washington, United States, 98036
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On 12/18/19 I contracted to have a new fireplace installed. It was supposed to be installed the next day. It took weeks and 3 initial appointments to finally get it installed. It was the afternoon on 12/23/19 when it was finally functional. That evening I turned the fireplace on and then left the room as I was preparing for guests the next day. I went out to the garage to get some things and when I came back in the house was filled with smoke I called the fire department and called Ballard Natural Gas to report it. It was after hours so I got their emergency number they did not call back until the next day. They had neglected to tell me that it had to run for 4 hours with the doors open! It has been one problem after another. I have now lost count of how many times they have been out to fix the problems with the fireplace not working and they just installed the faceplate on 5/4/2020. They gave me one excuse after another for the issues. They had to come out 2 times to turn the gas back on and they found out that the earthquake valve was installed wrong. I have no confidence that this fireplace is safe. I am now frighted to use it.
We re actively working with this client to resolve the situation. A new custom surround was ordered by Neil K. If that does not fix the issue, BNGS is prepared to refund this customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Ms., while I understand you called *** and they
were not shut down, they are not the manufacturers of the insert nor it’s
surround. Them being open has had nothing to do with the lead time on a custom
surround which has not arrived to our facility. We understand your frustration
and the lack of faith that you have in our company. I apologize that we let you
down. I am issuing you a refund of $5,518.13 as you received a check for $500
on 2/4/2020. You may keep the insert as our gift to you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Unpermitted work, not to code, done in May of 2017, by BNG, almost immediately leaked, customer's request to even know when leak would be repaired was ignored for months. Finally in November of 2017, installers came out in snow storm and hurried, shoddily, completed the repair to get home while roads were still passable. Mitsubishi dealers contacted in 2018 & 19, 20, all agreed customer had been asked to agree to and assume responsibility for an unsafe, dysfunctional install that could not be used and that BNG was clear on this, since customer would need to assume all costs of a needed re-install. They knew that neither they nor any other dealer could access the end of the unit needing servicing to complete regularly needed service. They knew the unit would not have sufficient airflow, to safely use it. Thus with no AC, no cross ventilation, and intolerable heat in a tiny South facing unit with floor to ceiling glass, adjacent to a concrete patio slab / heat sink, customer moved out of house to house sit elsewhere during the summers of 2018, 2019. Customer is now sequestered in place and can no longer avoid the intolerable heat in her unit during the upcoming summer. Despite the protests of other Mitsubishi dealers, including the dealer who will do the work, and Mitsubishi itself, this customer will now pay again to have this install taken apart and correctly re-installed. What she will not have to pay for again is the $1,500 "hassle fee" charged by BNG for signing the agreement with her HOA and reconnecting the unit after disconnecting it as part of a dispute with the HOA. By not working with BNG the Mitsubishi warranty will be voided, at least in part, when a new Mitsubishi dealer is paid to redo their work.
Are there transgressions here which would be covered by this contractor's bond?
No price was changed. The price was presented to the client in the form of a proposal. This woman was in an argument with her HOA causing us to have to install, uninstall, store, and reinstall the unit. This work was done 3 years ago. BNGS retain the right to refuse to refund any money or provide any additional service to someone who physically assaulted an elderly employee and verbally assaulted installers on the jobsite. I am attaching the SPD incident number, a video of the assault, and all applicable emails/documentations.
Complaint: ***
t you really wrapped all this with a loose piece of wet carpet? AND they confirmed that they were leaving the soggy loose piece of carpet wrapping this. I couldn't help responding rationally to what they had done. These two poor kids weren't the least interested in doing this "repair" correctly, understandably because the snow was dumping down rapidly and all they had to get on the road and get back North to Marysville or somewhere that far north before the roads were clogged with sliding cars, and accidents and they couldn't get home. THE KIDS NEEDED TO LEAVE ASAP and called BNG who said yes my "s
t really" remark and request that they remove the wet carpet consisted of harassment or assault and that they should leave immediately.
I am rejecting this response because this was not an "assault" even per the police, when I responded in fear, putting my arm around and grabbing hold of their elderly employee, whom I'm more elderly than, to hold her as she was screaming for you the police to come for me, and I instinctively put my hand over her mouth to stop her screaming for the police to come for me. I was scared and reacted instinctively. I did not hurt her and only freightened her.
This was a huge over reaction when all I did was to park my car so it blocked the entry to their parking lot toward the end of the business day and no one was there needing to get in or out. I did this to try to get someone's attention since I was getting desperate for them to at least tell me when they would finally come fix my leaking heat pump I'd been unable to use for months. This was just before the big snow storm in Seattle in 2017 and I had no heat!
When two young men came in the next week to fix my leaking heat pump they wrapped the metal pan they put under the heat pump in case of further leaks, and wrapped the porous concrete blocks they set this on, with a loose pice of carpet saturated with water, rather than removing it, thus creating an opportunity for rust, and the disintegration of porous concrete blocks. All I said when I saw this was s
After this BNG refused any assistance or service and refused to provide me any receipt(s) for the money I paid them. Could the Revdex.com please at least get me a receipt for the full cash payment I made via credit card and the additional amount I paid them via check for the hassle fee, which they needed before they would come back out and hook up my heat pump after it was disconnected. I need this for my records. I have since paid thousands to another company to redo their work which they claimed was a kosher new installation which was being used and working. Despite no permit and nothing to code. Yes I agreed to be responsible for all issues, problems, and liabilities stemming from this install and largely due to the problems I'd had with my HOA. However BNG never stated this was a completely illegal install without permitting etc.
The company which completely re did BNG's work, will testify to the fact that I was, as one installer put it, a "peach" of a customer to deal with, and not at all problematic like some. This company, which completely took apart BNG's poor work and did the re-install, also employs former BNG employees, who are extremely happy not to be working for them any longer. One former employee, in particular, has a story of mistreatment by BNG, which was inexcusable on their part.
BNG is developing a reputation for mistreating employees and if you read their reviews there are plenty of unhappy customers out there as well.
I should at least be able to get receipts for the moneys I paid them and the Revdex.com should look into changing their AAA rating for BNG to reflect reality.
Many thanks to all for your time and attention to this and to BNG for atleast and atlast responding.
Sincerely
While BNGS disputes this complaint in it's entirety, we propose to refund the $1500 "hassle fee" as the customer calls it. This was a legitimate charge outlined in the proposal for the required return trip, but we understand that the client "feels" is was a "hassle fee." None of the installers nor the installation coordinator are still employed with BNGS as this installation occurred three years ago. We will issue the customer a $1500 refund check and mail it to her home and consider this complaint resolved. The customer is to cease all contact with BNGS and is reminded that she was trespassed from our property by SPD.
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I have multiple concerns with this company as I spent over $6,000 on a new HVAC system and a new duct system to an existing furnace. To date, no one has returned my phone calls for an itemized invoice, a PSE rebate form and credit due for a returned thermostat. The one person that did help me a month ago apparently no longer works there.
It is my understanding that this issue was already resolved with the customer.
It is my understanding that Patricia K emailed an invoice copy weeks ago. I did just send another copy through our software. A broken down invoice is not available. The invoice matches the proposal. As for the rebate, I do know those can take upwards of 6 weeks to process just like any other rebate.
Revdex.com:
I finally received an invoice yesterday, thank you. The Revdex.com has helped so much. I do have to say that it is beyond disappointing and unethical to not provide an itemized invoice so I know exactly how much was being spent for all that was done.
Sincerely
I also had a terrible experience two days ago. I had a regularly scheduled service visit for my furnace. The repairman made a huge mess in my basement, cleaning out the filter in my bathtub. When I went into the bathroom after he left I discovered a bathmat soaking wet on the side of the tub, the tub filled with dirty s
m. When I tried to clean the tub and rinse the s
m away it would not drain. No mention of this situation to me as he left -nor any offer to review what he found on arrival or his work on my furnace until I pressed him.
Very bad customer service, they owe me money and a ceiling repair and won't answer my calls or emails. I hired this company to hook up my stove to the gas service. They also sold me gas fireplace. They were unable to put in the fireplace because they made a mistake in assessing my chimney. They took out part of my basement ceiling and haven't repaired it. They owe me a refund and sent a tiny check which would make the 15 foot hookup of my stove to the gas service cost over $3,400. When I spoke with the owner, Neil, at a neighbor's house as he was trying to sell them a job, he said he didn't have time and his employees didn't have time to answer customer calls or we'd never get anything done. He refused to give me the name and number of anyone I could call to work out my issues. He also stated that he wasn't responsible for what his employees promised me. I've given them a week to respond to me or I will be hiring an attorney. I can't believe they are in business. I recommend finding someone with better customer services your business.
I moved into an old house that was partly remodeled, but we wanted to do more remodeling, but it was going to take months to get plans and permits. Before remodeling, we wanted to install air conditioning since we didn't want to go through the summer without it. Neil K, the owner of Ballard Natural Gas (BNG) gave us a bid to install a new all-electric HVAC system that consisted of a Mitsubishi heat pump and air handlers (one in the basement for the main and second floors and a second in the attic for the third floor). He also gave a bid for a new tankless water heater. The price was high, but during negotiation, he agreed by email to do the extra duct and vent work needed for the remodel at no additional cost. The work was done in May 2019.
In late July (24, 25, 26), my contractor and I reached out regarding the remodeling work, and on Aug. 1 I sent a list of problems with the HVAC and water heater: the AC on the second floor was so poor that minimal air blows through any of the vents. It routinely got to 80 degrees one the second floor despite the AC being on for 24 hours a day. The main floor was too cold, so I had to shut off the vents downstairs. We needed to use a fan to get relief.
It frequently takes a minute or longer to get hot water. and the circulation pump on the new system was supposed to give us instantaneous hot water. In addition, the system turned off and showed an error 5 or 6 times during two weeks in July, and I had to go downstairs and reset it.
I got two visits from the installation chief and one visit from an installer. They found problems with installation. They gave me a new commercial thermostat. However, HVAC still functioned poorly. The installation chief also noted other problems with HVAC installation. He felt no hot water in the hot water line, and he asked me for the error code, which I sent to him later. He said that the HVAC repair and remodeling work would be done in the last week of August. They did not do the work.
Our installer, Mario, was out on August 23rd and informed this homeowner to clean his filters. This is what was effecting the cooling ability. The home is currently under construction, and the filters get dirty quickly restricting airflow to the system. Our install team was on site today (as had been previously scheduled) to complete the ductwork and tankless water heater repairs. In reviewing our call recordings, I see that we have not received any phone calls from this client since August 22nd, so we are pretty surprised by this complaint. We do not feel any sort of refund is warranted.
Complaint: ***
I am rejecting this response because:
1. BNG installed the new HVAC ductwork and made other changes to the system on September 5, addressing much of my original complaint, but only after I told them that I was submitting a complaint to the Revdex.com and state licensing agency, and contacting an attorney. See attachment called Email 1. The connections were leaking huge amounts of air, indicating substandard work at the time of original installation.
2. Work not completed: the Navien hot water heater still hasn't been fixed, and it's been causing problems since installation in May. There is an error E.003 that occurs once or twice a week and shuts off the hot water. The recirculating pump works only intermittently and hot water usually takes 2-3 minutes or more to reach the bathrooms on the second floor. The unit puts out an intermittent loud, long beep or siren. I told Ballard Natural Gas (BNG) that this is a lower priority than the ductwork, but they need to give me a refund or fix the problem
3. Work not completed: the work didn't include a duct to the powder room, even though Neil wrote in an email (see attachment labeled Email 3) that he would do that work. I now need to bring in someone else to do that, and I want a refund on that part of the work.
4. Addressing BNG's response: Nick promised to do the work in the last week of August, and he accepted his mistake in a text (see attachment labeled Texts). Even though I hadn't called since late August, Nick told me twice in person that he'd schedule the work in the last week of August, and he later texted (after my Revdex.com complaint) that it was his fault. So, BNG did not even check with the installation manager before responding to the Revdex.com complaint. I feel that this indicates BNG's lack of credibility.
5. Addressing BNG's response: as I told Nick and Mario, the low air flow occurred before construction started, so the filter obstruction occurred during installation. Moreover, the construction (at the time of Nick's first visit to assess the problem) was in the basement, which has no vents or registers, so the debris couldn't have gotten in from the construction.
6. Addressing BNG's response: Mario never discussed cleaning the filter. Mario came to look at the condensation on the HVAC trunks, and my contractor, Jonathan, was present during my discussions with Mario. I had closed the registers downstairs to send more air upstairs (to no effect), and Mario said that was the cause of the condensation. Please see attachment entitled "Email 2."
I showed Mario that virtually no air was going upstairs to the master bedroom, and he said that the bends in the new ductwork might be responsible. I said that the air had to be going somewhere, and Mario said that "air doesn't work that way," which made no sense to me or my contractor. Mario said that he didn't know the cause of the slow air flow, and when I asked if he would be there for the subsequent work, he said, "I hope not" because he didn't want to try to figure out the problem. He
The claim that Mario told me to clean the filter doesn't pass the smell test. Why wouldn't he just clean it then and there and save his company the trouble of figuring out if the filter was the cause of the problem? Why would he ask me to clean it and then leave? That makes no sense, and it's false that he talked to me about the filters. Ballard Natural Gas loses credibility with that response. The only reason they knew about the filter is that I told them that my contractor brought in another HVAC person, who cleaned the filters, which greatly increased airflow. I had to pay the other HVAC person to do the job that BNG was supposed to do.
7. Please do NOT publish the attachments with emails or texts if they have names or email addresses.
Our project manager, Nick, told me that all issues were resolved with the client directly. I asked him to call and speak to Mr. since it sounds like this is not the case based on his response. Mr *** has not returned his phone calls. We cannot mitigate any potential issues without a response from the customer. Mr. has been our valued client for many, many years. We want to resolve this issue and ensure the client is satisfied with the resolution. Please return Nick's call.
Thanks,
Christina
My fireplace was having issue that it sometimes turns off by itself. I scheduled a service with Ballard Natural gas in October 2018. A technician came and did a maintenance and cleaning and the issue seemed to be resolved at that time.
3 months later, the same issue appeared again and fireplace turns off by itself again. I contacted Ballard Natural Gas and hoping they would have some type of warranty for the service. However, I was told that they would not do anything. And I was even told they won't perform any fire place service unless the fireplace was installed by them. Very disappointed at their customer service as they did not resolve the issue and it was a waste of money. I would like to request a refund from the business since their service did not resolve the issue with fireplace.
This was simply a misunderstanding with a new staff member. We are no longer taking NEW fireplace clients, but we would never refuse to review a potential warranty/call back issue. The client has been made aware and will be calling us back to schedule someone to review his fireplace concerns when he knows his schedule. We are not giving a refund at this time.
We hired BNG to install a gas fireplace insert over the summer. When shopping for this product they told us it was oversized for our space and would provide PLENTY of heat for the first floor of our house (1,000 sq ft, the unit is supposed to be 40,000 btu/hr). After installation, when we started using it in October, we found that it barely heated the nearest end of the same room, MUCH less than the whole space it was intended to heat. BNG sent out multiple techs to look at it who repeatedly told us it was working just fine, and their service manager treated us condescendingly and told us we must be using it wrong. We had to call repeatedly, day after day, to get any response, and it seemed they were avoiding returning our calls. After dozens of calls, they did finally get another tech out here recently, months later, who was new to the company. He told us that it had been installed completely incorrectly - they had not even connected the exhaust to the chimney and had entirely left out the air circulation kit that allows for proper air intake from the outdoors. As a result it was venting exhaust including carbon monoxide into the chimney and recirculating it back to the fireplace rather than pulling clean air from the outdoors, a major health concern. The latest tech fixed this problem (at least said he did) and the heat output did improve somewhat, but the fireplace is still putting out significantly less heat than we were told - it will now heat the room it is in (less than 500 sq ft), but still cannot get the whole floor up to a comfortable temperature. We are extremely disappointed in the product. I am not sure it is still installed incorrectly somehow, or is just a defective product, but it is a far cry from what was advertised to us when we committed to pay for it. In addition to a defective product the overall service experience has been terrible. I called again after the last service and they still won't return my calls, so I am coming to you for help.
Multiple attempts were made to rectify Mr.’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. 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. 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. $4,222.04 for the installation of the fireplace. Mr. is welcome to keep the fireplace and call another company for service. All warranty issued to the fireplace will be voided.
Christina H
General Manager
Ballard Natural Gas Service, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, 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, 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