HEATING, COOLING & ELECTRICAL EXPERTS YOU CAN TRUST

Response from the owner:Hi Dan, We’re genuinely sorry to hear that this experience has been frustrating. That was never our intention, and we appreciate the opportunity to clarify what was done. Shortly after the 9/30 installation, we returned on 10/1 and identified that the indoor blower was out of balance. That component was replaced under warranty on 10/17. When noise concerns continued, we sent additional technicians on 10/24 to make adjustments to the fan settings and airflow, and on 12/5 ultimately added a duct liner at no charge in an effort to further reduce sound transmission. We visited again on 12/29 to further discuss the sound. Each visit was made in good faith to address the concern. After thorough evaluation, the system is operating correctly and within manufacturer specifications. Compared to the oil furnace that was previously in place, the heat pump is objectively quieter, and no mechanical defects were found. At this point, any HVAC contractor would be facing the same limitation, as the remaining noise relates to normal airflow characteristics rather than an installation or equipment issue. We understand that expectations around sound can vary, and we regret that the final outcome didn’t align with yours, despite multiple attempts to help. We do appreciate the feedback and wish you the best moving forward. Best wishes, Ballard Natural Gas Service Ownership Group