ComplaintsforBallard Natural Gas Service Inc

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business (BNG) installed and serviced the two gas furnaces in my home for approx. 10 years. A couple of years ago, BNG informed me that my furnaces (plus A/C unit) would need to be replaced. They told me I could replace them with a heat pump and blower units. I gave BNG full access to my house and **** system so that they could identify what to install. They identified a ********** heat pump system with blowers, and based on their recommendation -- and guarantees that it would be able to provide effective heating/cooling to my home -- I agreed to have them install it. The system (installed) cost $33,175.69. This amount was paid within a month of installation. Installation occurred in 10/2022. Within a month, we had a cold snap and the system was not able to keep my house at 68 degrees. BNG sent over a technician and he made some suggestions about how we should run the system. We followed those suggestions and yet several more times during the 2022-23 heating season the system was unable to keep the house at 68 degree during cold weather. Although BNG never sent anyone over while the problem occurred (despite my requests), after the cold snaps ended BNG would send over technicians who fixed certain problems with the initial installation that I was told would address the problem. When these fixes did not succeed, BNG had someone from ********** look at the system (4/2023), and BNG then made further changes to the system in response to **********'s report (6/2023). When we had cold weather again in 1/2024, I once again called BNG because the system could not keep the house at 68 degrees. They refused to respond. BNG has failed to do what they promised to do -- install a working heating/cooling system at my house. And now they are refusing to do what is necessary to comply with the written, oral and implied warranties provided with the **** system. BNG has copies of all the relevant documents.

  

  Business response

  02/28/2024

  Here are the bullet points detailing the situation and what we will be doing to fix the issue.
  
  According to ********** the system is performing within the units designed specifications.
  Clients existing, concealed duct work is inadequate for the ********** Heat Pump system without additional, supplemental heat strips.
  There is no possible way any other contractor could have foreseen the issue with the concealed duct work.
  To rectify the situation, BNGS will install heat strips to the system at no charge by March 31st.
  Client made this complaint after having already scheduled a service call to diagnose and find a solution and will still be serviced to the best of our ability

  Customer response

  03/05/2024

   
  Complaint: 21302730
  
  I am rejecting this response IN PART because:

  According to ********** the system is performing within the units designed specifications.  RESPONSE: To the extent that assertion is true, it wasn't so until after alterations were made to the system in June 2023.  That was 8 months after my installation was complete.  Plus, this is irrelevant under the contract if the system still is unable to keep my house at 68 degrees when the weather gets cold.  That was and remains the problem.  BNG clearly installed a system that did not comply with the express and implied warranties contained in the contract between me and Ballard Natural Gas (BNG).

  Clients existing, concealed duct work is inadequate for the ********** Heat Pump system without additional, supplemental heat strips.  RESPONSE: This statement is outrageous.  If that is what they concluded, why did they only offer to install those heat strips after I sent a demand letter threatening to *** to enforce the contract?  It is the job of the contractor to identify what the client needs.  BNG's contract included a warranty that the recommended system would properly heat/cool my home.  The fact that BNG failed to look at, measure (which is possible despite their claims) and take into account the existing duct work is their responsibility, not mine.  And the fact that they only offered to install heat strips more than 16 months after the installation, after countless calls that system is not working properly, and only after they received a letter threatening to *** to enforce the installation contract, says it all about BNG.  

  There is no possible way any other contractor could have foreseen the is*** with the concealed duct work.  RESPONSE: Not true.  There are ways to measure existing duct work; air flow, pressures, etc.  And to the extent that there are unknowns, BNG assumed responsibility for those by entering into a "no change order" contract.

  To rectify the situation, BNGS will install heat strips to the system at no charge by March 31st.  RESPONSE: I accept this offer to resolve this matter, subject to getting acceptable answers/responses to the questions/requests I sent to BNG on March 4, 2024.  

  Client made this complaint after having already scheduled a service call to diagnose and find a solution and will still be serviced to the best of our ability.  RESPONSE: Not true.  At the time I filed this complaint, there was no such promise.  I filed this complaint early on 2/16/24.  (BBB records will confirm.)  I know I received a phone call from BNG to set up an appointment later the same day that I filed the complaint.  I had already sent a demand letter to BNG in late January threatening to *** to enforce the contract terms, and had heard nothing back.  Until I did that, BNG was refusing to do anything.  It has been more than 17 months now since the original installation, and still I do not have a working heating system as warranted.  Given my experience with BNG (lots of promises about the system, its capabilities, their customer ***********************, all not true -- an offer to adjust/augment the system yet again, is hardly success.  This matter cannot be fully resolved until we go through another bout of cold weather and the system actually is able to maintain temperature in the house.  
  

  This complaint must stay open until BNG actually meets its obligations.  Thus far they have come and looked at my system and told me that they will do install of heat strips by the end of the month.  They have not called me to discuss the proposed work plan (as they promised to do), and have not yet responded to my emailed questions.  I am entitled to know what heat strips they plan to install, what their specifications are, what the impact will be on my electrical panel, etc.  And I surely deserve an apology for the way my family and I have been treated -- including for totally refusing to address a non-working system when temps were well below freezing in January 2024.  Until then, Ballard Natural Gas is hardly a "Better" businesses.  
  
  Sincerely,
  
  *************************

  

  Business response

  03/12/2024

  Our Project Manager, *************************, just informed me that he has been included in email strings that include our salesperson ************************* and our Project Coordinator *********************.  He states that these email strings contain multiple emails to the client back & forth along with phone call attempts to contact the client to schedule for 3/28.  No response.  These phone calls are recorded by Service Titan scheduling and phone system used for the past 6 years by BNGS.

  The client needs to approve solve installation for 3/28 and all will be well.

  *****************************, Principal

   

  Customer response

  03/28/2024

  I did not respond because I want to see this matter resolved.  Ballard Natural Gas is at my house today doing the work that they say will resolve this matter.  No one will know if it does resolve it until we go into the next hearing season (Fall/Winter 2024-25).  I will refile this matter then if once again BNG has not met their obligations under the contract.  That said, the most recent response from BNG provided to you is dishonest.  BNG knows that I was awaiting responses to questions and did not agree to the 3/28 date until I received answers.  Shame on them for acting like I have not been trying to work with them in good faith.  

  

  Business response

  04/04/2024

  Oddly this remedy we offered is scheduled with this client for installation tomorrow.  We are unhappy that the closure on the public record would state she is still unsatisfied.  We are doing the work.  She is allowing us to do so.  

  We are challenging the record for inquiring persons to see.

  Customer response

  04/18/2024

  As the my correspondence with BBB has made clear, it took threatening to sue ********************** Natural Gas (BNG) to finally get them to agree to fix the faulty heating system (heat pump/blowers) that they installed nearly a year and a quarter earlier (October 2022).  The work that they finally finished on the system yesterday (4/17/24) BNG tells me will address the heating issues/failures as set out in my 1/31/24 letter to BNG (including attached emails).  However, there is no way to know if it the system will work as warranted until we go through another heating season (Winter 2024/25).  BNG representatives have told me that they understand this and will address any remaining issues with the system (if any come up in Winter 2024/25 or otherwise) pursuant to the contract I have with them -- and thus at no additional cost to me.  With this understanding, I am satisfied with the work that BNG has done to date.  If for some reason BNG does not follow through as set forth herein and in their contract with me, I will ask to reopen this complaint.  Thank you for helping me to resolve this matter.  

   

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 5 star repair and duct cleaning this year (~900 dollars). We had the duct cleaning first which went well. We had a maintenance of our HV** system on 8/11/23 which per report was satisfactory. Within 5 days, the ** stopped working. As this company does not have an after hours technician, we had to wait and eventually had a technician come back to the home to assess that a capacitor needed to be replaced on 8/17. By 8/18, after they ordered the part, another technican ***************** came to install it. ****, the manager, verified that this technician confirmed functioning of the ** before he left. However, the home remained very hot and never cooled down after monitoring the thermostat remotely. I have a 2 year old and her room was not habitable nor ours as it is on third floor; we had to stay in a hotel the night prior due to the delay in repair of **. By the time I got home 8/18 (fri) and determined the ** was not functioning, there was no on call service technician (at night/weekend) and was connected to an answering service unfamiliar with the business and unable to contact a technician. we had no choice but to call another company (Beacon), who charged us over **** dollars for repair, claiming the capacitor and wiring was incorrect (wrongly installed earlier in day) with overheating and shutoff of Condenser/fan after diagnostics and repair. They stated if not address quickly as we did, it could have lead to 20K replacement of condenser. I called to ask for ballard to reimburse this bill and they refused, citing it was my choice to call another company. They have not returned my calls or responded to email despite attempt to try and resolve matter. i attached beacon invoice with documentation of fault from ballard with incorrect installation and fees that I paid to address matter. I would like this charge to be reimbursed by Ballard since their negligence/incorrect installation and after hours abandonment lead to this charge.

  

  Business response

  09/30/2023

  There are several facets to this issue.  I had planned to upload pictures of the confirmation of our work that completely contradicts the hand written invoice by Beacon Plumbing.  I am fairly certain they do not have pictures to defend their position.  But I am not going to take the time to do that.

  The issue we have is with Beacon Plumbing.  Regardless of the fact that we do not take after hours calls for a variety of reasons (namely we never get any) there is no way in this world that our family based company would have ever done something like this to anyone.  EVER.... This is company on company crime.

  I regret the clients were uncomfortable even though the weather history shows mid to low 70s for that week.  Regardless of any of this, Ballard Natural Gas Service will send the client $1,800.  I will personally sign the check.

  *****************************

  Customer response

  10/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will await a check for the exact amount of ******* from ***************************** for reimbursement of condenser/AC repair.  Please reach out to the business and make sure they send this check payable to ********************************* and mail to me at my home address ****************************************************  If I do not receive a check within 7 business days, I plan to reach back out and notify BBB that this complaint has not yet been addressed.
  
  Sincerely,
  
  *********************************

  Customer response

  10/18/2023

  While the business claimed they would send a check in the amount owed for reimbursement, I did not receive any check or contact from them and it has been over 15 days. Please reopen this complaint until the appropriate  reimbursement check is received. 

  

  Business response

  11/02/2023

  ********,
  
  I answered this as soon as you gave me the log in.  I also mailed check # **** on 9/30 directly to their address.  It is uncashed.  The address on our system, the check and that listed below is:  ************************************************
  
  I have zero idea why my response was not posted.  I have zero idea why they have not cashed the check.  It has not been returned as undeliverable.
  
  ********
  

  
  

  Customer response

  11/02/2023

   
  Complaint: 20564435
  
  Good afternoon,

  Check was never received. Address listed is correct. Recommend ACH transfer and I am happy to speak to respondent over phone to facilitate and provide details. If this isnt possible, need check sent again with tracking information provided. 

  
  Sincerely,
  
  *********************************

  

  Business response

  11/08/2023

  I will resend the check.  #**** dated today.  Just in case I will drop it in the mail myself at the ******** post office.

  Customer response

  11/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The check was received this time.
  

  I would ask that Ballard Natural Gas continue to evaluate their practices to ensure they are up to industry standard. Their reply to my complaint has been defensive and blames another company which is not taking responsibility for their part in this issue. I would also encourage them to speak directly to manager **** as he and his team repeatedly ignored my multiple efforts to contact them and resolve this matter directly when I would call or email and did not appropriately notify a superior to handle this dispute. This is highly unprofessional, reflects poorly on the whole company, and should have been escalated to an appropriate person to resolve as opposed to me needing to contact BBB. Even the check of **** sent to me contains a memo that blames Beacon for this mistake. I would not have had to reach out to another company had they fixed correctly, not causes further damage, and had after hours technician for urgent matters available to correct the problem (abandonment). I know cost containment is the reason for this decision, or lack of awareness for demand/need, but cutting corners leads to poor quality service and client dissatisfaction. I have personally had several instances where this after hours tech could have been helpful in the couple of years I worked with Ballard gas and can only guess that others have felt the same way. 
  

  I plan to notify you if anything else related to this matter needs further attention. Please forward my response to the business and my hope is they learn from this process and improve for the better. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 2, 2022, I was charged for work not completed and Ballard Natural Gas has not responded to my email of 6/27 or my phone calls on 7/8, 7/11, or 7/12 to resolve this issue. I also asked for an itemized breakdown of another charge to assess whether I was correctly billed and that request has gone without response as well. I want BNG to refund my credit card the amount of the overcharge and I want an itemized breakdown of the other charges, as requested in my email, and a prompt resolution of any further possible related overcharges. On 5/3, $19,676.64 was charged to my card for an initial payment for heat pumps. On 6/2 That charge was changed to $26,807.13, reflecting some additional fees related to the heat pumps ($21,043.26) and for payment for electrical work, based on an initial proposal of $5,763.87. The charge on 6/2 was completed without my authorization and happened while I was waiting for a requested adjustment to my charges as some of the planned electrical work was not able to be completed. By the time I received the adjusted charges for the electrical work ($4,718.68) , my card had already been charged the former amount, resulting in an overcharge of $1,045.19. I asked to electrical manager to loop the person responsible for accounts into our email exchange, and on 6/27 I sent an email to her requesting a credit to my card related to the adjusted costs. I also asked for additional information to verify another charge and received no adjustment of charges to my card or a response. I called the company on 7/8, 7/11, and 7/12 requesting the person responsible for the account to call me to resolve this issue and they have never responded. I want BNG to refund me the overcharge of $1,045.19 and I want the itemization of costs I requested in my email. I would like an acknowledgment that I was not responded to with either haste or consideration, causing me to have to spend a lot of my own time to correct an error that was not my own.

  

  Business response

  07/15/2022

  *******, I am so sorry that this was not handled in an appropriate manner. We are going through some major restructuring in our company, and your refund fell through the cracks as the person you dealt with did not follow proper refund procedure. I have issued a refund to your ***** Fargo account in the amount of $1,045.19 today. I have attached your electrical and installation proposals that show your pricing. Our system does not break down the amounts any further than what I have here for you. Thank you for alerting me to this issue. I sincerely apologize. I have added an additional year of maintenance to your account at no charge for the inconvenience.   

  Customer response

  07/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received the acknowledgement I asked for and a refund of the disputed charges was issued to my credit card as requested.  Thank you in facilitating this resolution.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 23rd of last year (2021) my gas fireplace stopped working. Ballard Natural Gas sent a gentleman out to fix the problem. He was able to get the fireplace turned back on but before he left he turned it off and I was not able to get it turned back on. I called Ballard Natural Gas later that same day and asked to have the man come back. Because of the holidays and a vacation that I went on they were not able to send out another person until January of this year (2022). A different individual came to my house and attempted to fix the fireplace. At one point sparks started to come out of the fireplace and he ended up burning and melting wires in my fireplace. He left saying the fireplace was too old and that I needed to buy a new fireplace. I asked for a refund of my money. They said they would not give a refund but would put the money spent on repairs (which totaled ~ $653.57) towards a new fireplace. Another person from Ballard Natural Gas came to my house and quoted me over $7,000.00 to buy a new fireplace. I decided to look to see if another person could fix the fireplace since I could not afford to buy another one. I hired someone from Access Plumbing and Heating who came to my house and fixed the problem and told me that Ballard Natural Gas had installed the wrong part. My mother went to Ballard Natural Gas and explained the situation and asked for a refund of the incorrect part that they put in. They agreed to refund me the full amount of $635.57. That was three weeks ago. First they said they were going to send me a check. When I contacted them to tell them I never received a check they said they would refund my credit card. Each time I call them to inquire when I would be receiving the refund they tell me a later date. It feels like I am getting the run around.

  

  Business response

  04/22/2022

  I am beyond floored to hear that my team treated you this way. Our calls are recorded, so I will be investigating who you talked to. The refund only recently appeared on our refund request log, and I issue refunds every Friday. A copy of your refund receipt was emailed to you. I sincerely apologize for the poor experience you had all around. Thank you for bringing this to my attention. 

   

  *************************************

  President/General Manager

  Ballard Natural Gas Service, Inc.

  Customer response

  04/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩