I am writing on behalf of my 79-year-old friend and client, and this experience has been deeply disappointing.

She had a new furnace installed by Ballard Natural Gas just two years ago. In December, her furnace stopped working. A technician came out and said a part needed to be ordered and that it was covered under warranty. When a second technician returned to install the part, they identified a larger issue involving rust in the heat exchanger and exhaust.

After nine days without heat, the project manager told her the furnace would need to be replaced and that it would be done at no cost because it was under warranty. Later, the service manager asked whether any work had been done recently. My friend explained that some external chimney repairs had been completed, but nothing involving the furnace itself.

Despite no evidence that this unrelated work caused the internal rust or failure, Ballard Natural Gas reversed course and ultimately told her she would need to purchase a brand-new furnace for $7,000—only two years after the original install.

Since then, multiple attempts by both my friend and myself to contact the service manager, Seth Drake, have gone unanswered. No returned calls. No alternatives. No solutions—just “pay another $7,000.”

As of today, a 79-year-old woman has been without a functioning furnace since December 31st. This is not just poor customer service; it’s unacceptable treatment of a long-time customer by a local company.

I would strongly caution others before trusting this company with something as critical as home heating.

Getting our new heat pump installed was easy. They were super thorough and everything came together great.

Dependable and on time! Addressed all my issues perfectly. You can’t go wrong with Ballard Gas