Ballard Natural Gas Service Inc

I have used this company since 2012. Each year, I paid for the upcoming maintenance a year in advance to ensure that I was a priority for service if I needed it. This year, one Saturday in September, my furnace would not turn on. I was told that the next available service would be Thursday. I called another company to repair the furnace. It seems that during the most recent maintenance visit, the technician failed to correctly attach the grounding wire. When I talked with staff on Monday, I was told that "service" is only available during the week. That is unacceptable! Furnances fail during the weekend as well as during the week.

The absolute worst customer service: they ripped out asbestos and left it on the basement floor, unbeknownst to us, while our children played in the basement. Labor & Industry fined them (not enough). Prior, Neil, the owner, promised he would handle checking if there was asbestos in advance. They installed our units incorrectly so 3 years later as we try to get one fixed, they have not fixed it. They came 7 months ago and have been out 4 times to try to fix the issue. Now they have not returned calls or emails for over 2 months. One unit is now dripping in our dining room so we cannot turn on our air conditioning in this extreme heat. Unbelievable that they are still in business.

I just had two mini splits installed in my 5 level town-home, and Ballard Natural Gas Service did an INCREDIBLE job. I initially worked with Tyler who came to my home for several hours to walk through and design the system and best options, quote, etc. A few weeks prior Tyler, a project lead, and electrician came on site to finalize plans & details. The install team (Connor & Mike) were seriously amazing. Two full 8 hour days of work, and the attention to detail was perfection. I was nervous about how the HVAC wiring and pipes would look on my home, and they painted it to match the gutters on my home to look great, and they really spent time to make it line up well to the home. They would notify me and show me updates throughout, and pointed out everything they did. I am seriously very impressed with their work and would highly recommend them for a mini split install!!!

They are knowledgable, they worked quickly and efficiently. I will hire them again.

The tech determined that some switches needed to be replaced and did so. It's back to normal now. He was professional and knew what to check and how to fix it. The price included the service call and his labor. The parts were under warranty.

The installation was supposed to take 3 days. It’s been more than two weeks and it’s still not done. I don’t know when it will be finished. Communication and response from them is very poor.

Horrible. They also sold me a gas fireplace and couldn't install it due to their mistake in assessing my chimney. They took out part of my ceiling, haven't repaired it, owe me a refund and won't answer my calls or emails. The owner told me he and his employees don't have time to answer the phones or they'd never get anything done. As it stands the 15 foot hookup from my stove to the gas line has cost me almost $3,400. That's absurd. Very unprofessional management and very, very poor customer service. I'm hiring an attorney.

It didn't. They refused to work on a furnace more than 25 years old.

Justin arrived within the time window. Very professional and helpful. Explained what he was doing and restarted our remaining gas appliances after capping off our range gas line.

Work seemed to be OK. As always lots of recommendations for additional services none of which I accepted. No pressure tactics, but annoying nonetheless. Left duct tape off a hole in duct work where they apparently probed to determine if duct work was "dirty".

They arrived on time and completed an efficient and clean installation, taking all the old parts. The new furnace was a little different size than the old one, so the tech had to re-route the vent pipe. He made sure to do it in a way that gave us the most use of our adjacent storage area. The furnace price include a new thermostat which is easy to program. The price quote included a subtraction for the PSE and vendor rebates. These have been very difficult to get. The sales man has not been responsive or clear in his emails to my husband and we haven't received the firms needed to process the rebates despite numerous follow ups. The furnace itself seems good quality, though a little louder than I expected. Price listed below is before rebates.

Don't waste your time calling them if you need to repair a gas leak! Call a plumber instead. My family shivered through a weekend with no heat or hot water because they came to my home late on a Friday and walked out without repairing the problem. The repairman didn't have a clue, didn't know what he was doing, and left without providing any recommendations or recourse. A plumber from Fox came Monday morning and fixed the problem in 20 minutes. It would have been ok if the receptionist told me they're not expert in fixing gas leaks as I would have just gone elsewhere. But she said this is part of what they do. Maybe, but their workers have no ability to problem solve on the spot. The repair wasn't easy so he bailed. Don't waste your time with them.

Two service men came to perform the service. They removed their shoes to keep my floors clean. Performed their annual maintenance and cleaning of my gas furnace & fireplace and left.

Two technicians arrived to check the furnace as part of the membership. They discovered that a pump needed to be replaced. They replaced the pump. They did not bring a filter but agreed to bring it at a later date so that I could install it. They recommended two services that I did not purchase.

Every aspect of the project met my expectations. Neil Kappen was the consultant on the project and he was informative, attentive, diligent and responsive. The crew that performed the installation was experienced, professional and very neat. The installation took about a day and a half. The system has been up and running for a couple weeks and it is very quiet and very effective. I bought the system primarily for its air conditioning features and the system's cooling ability is outstanding. The Mitsubishi system is highly rated so it is probably a little more expensive than other units but, in my opinion, worth the added expense.

Yes, I would use them again if necessary.

I have a heat pump. I don't have an AC unit. The last time I talked to them they said it doesn't really need service all that often. Replacing the line was complementary because they identified it as an install defect so that was great. I don't like the price but i seems pretty standard. They came out immediately. I didn't have to wait to make an appointment. They came the next day. That was excellent. I was very happy that they fixed the drain line.

Two years later the system still does not perform. Repeated service calls and the system still does not perform. Example, when it is 82 degrees in the rest of the house the best the system can do is 76 degrees. The best it can do is a six degree drop at any level. The control remote is set to 66. I have been given the total run around by these people. The service reps apparently get zero support from their management. The owner, Kathleen, and her son, Neil, do not respond to the issue. I am repeatedly told some one will get back to me. This is like getting a furnace set with the thermostat 68 and the best it can do is 62. Even the Mitsubishi rep Ryan is not responding after being told he will contact me repeatedly.

But they also serviced by furnace in November of 2016. I would use them again.

Good. The job was completed in one day.

I'd never use them again and would never refer them to my worst enemy.

What a great outfit these guys are. So patient with me, but incredibly responsive on their end. Plus they're thorough, timely, professional, and considerate.

We got three bids, and they were the most expensive. We read the reviews, and decided to go with them. We have another furnace, and we have them clean and tune that yearly. Nine months from now, if its time. We will have them do that one too.

Mixed bag. Sales rep, great. Installer, great. Office staff, horrible. Financed the purchase because they offered zero percent financing program. The person from the office who was handling this was completely unresponsive to emails and phone calls. Received documents from the financial institution that didn't coincide with what I was told by the sales rep. Called and emailed the person at the office, no reply. Finally got an email which did not acknowledge my correspondence and with my response for information I commented on her unprofessional lack of response. Her response....nothing. Very disappointing that this company got so much right only to have this person make things so wrong.

We shopped around quite a bit before choosing Ballard Natural Gas. While they weren't the cheapest option, they weren't the most expensive either and they didn't try to up-sell us on add-ons that we didn't need. The installation went well--the installers were very professional and pleasant. Unfortunately, the new furnace wasn't heating the house as well as expected. BNG come out to investigate and determined that it was a pre-existing problem with the configuration of the ductwork. I wasn't happy... I figured that I was going to have to spend hundreds more resolve the problem. I was wrong. They came back and fixed the problem at no charge. I was delighted. This is a company that really stands behind their customer satisfaction promise!