Public Service Announcement! This company, known as Ballard Natural Gas when they installed a new ductless mini split system in my home in October 2025, via the Energize Shoreline Rebate Program, is a joke. They have apparently been bought out multiple x recently: Ballard Natural Gas- The Fix It Group LLC- now Ballard Home Services- New Harbor Capital Group. This is NOT the local customer service based company it once was- I should know because I used them for nearly 20 years to service my gas furnace. I am shocked and appalled to tell you that since they installed this "new" equipment, my family had no heat all winter except for plug in space heaters. We have no AC currently except for plug in window units we bought and installed. The entire scope of our issues began with faulty equipment, install error, leading to a swapped condenser which also does not work properly and it has apparently burned out the motors of our heads inside, leaving us with foul smelling equipment if running. They offered to replace the motors with new parts but lied and told us it was "brand new straight from Mitsubishi." If it weren't for a trustworthy and honest technician of theirs I would not have known it was used parts from broken units and would have invalidated my warranty. I have requested to speak with the managers, with the "owner" Neil and zero people have contacted me since late June. Apparently they feel good about installing this garbage, took my $ and ran. Speaking of $, this also ran our electric bill into the thousands of dollars as well as cost us to hire pest control because they did not properly seal the inside of our home and one unit was overrun with ant nests which had to be treated. I can't make this up-- and there is so much more. Protect yourself and look for a verified locally owned business who is likely more trustworthy and capable than big investment firms buying up these places and delivering garbage and then ghosting you in exchange for your hard-earned dollars and time.
Response from the owner:April,
We are disappointed to hear that you feel this way. We want to clarify a few points, as some of the information in this review is not quite accurate.
Your Mitsubishi system was installed in October 2025, while Ballard Natural Gas was still operating under the same local ownership and management. The company was acquired by Fix It Group in April 2026, six months after your installation. To clarify, there has only been one ownership transition since your installation.
Regarding the installation itself, your system was inspected and approved by both the City and L&I. The installation passed all required inspections and was completed in accordance with applicable codes. The system was properly sealed, and the pest issue you experienced was not related to the installation, but rather an existing condition or issue with the property/home.
During our troubleshooting process, Mitsubishi Technical Support confirmed that the system was operating under increased demand due to the attic insulation being removed. We were not made aware that the attic insulation had been removed between the initial site visit and installation. Without proper insulation, any heating and cooling system will have to work significantly harder to maintain comfortable temperatures. This was confirmed and communicated to you on site during Mitsubishi's tech support visit. You also were adamant on not having a unit in the back bedroom and stated you would be putting a wall heater in.
We have made numerous efforts to resolve your concerns, including working with Mitsubishi, upgrading your outdoor unit, and replacing components. For the most recent part replacement, we explored using parts from new equipment as an option to avoid the manufacturer’s estimated 8-12 week lead time for factory parts. This was an attempt to provide a faster resolution, not to misrepresent the situation. You ultimately declined this option and elected to wait 8-12 weeks for the factory parts. As of today, we are still waiting for the parts from the factory.
We understand your frustration and take customer concerns seriously. However, the installation itself was completed correctly and passed all required inspections. We remain committed to helping resolve the remaining concerns, and addressing the insulation deficiency in the attic will be an important step in ensuring the system can perform as designed.
Please contact us at (206) 784-8101 with any further questions or comments.
Best wishes,
Ballard Natural Gas Service Ownership Group
