Complaints

This profile includes complaints for NW Sundance Services Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NW Sundance Services Inc

  Kent, WA 98032-2108

  
• 

  NW Sundance Services Inc

  10117 SE Sunnyside Rd # F1201 Clackamas, OR 97015-7708

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed for service with my home insurance and was assigned to NW Sundance services. The issue was that the lowest floor of my home was not independently able to control the heating and or cooling system. NW Sundance service sent out a ********** and he said that the solution would be to attach a zone control system and that it would allow the lowest floor to run any temperature at any time even if the second floor which was the main floor connected to the ac system pump was running other temperatures and or not being used. He said the cost would be out of pocket and so I agreed. When he came and did the install a couple of days later he claimed the system would be all good. Following that same night the lower floor could not connect to the system at all regardless of the main floor adjusting the controls and or settings. I called them to schedule service again and they sent out a different tech who this time said that the only way for the unit to become independent and have the ability to have full temperature controls would be to install another heating and cooling pump system which would be in the range of $20,000 or more. I then called and spoke to the manager ****** who argued with me about what the repair was. He then scheduled the original tech to come out and fix the zone control system and write a quote for a mini split, since that was the alternative solution. He had said if I decided otherwise that they would give me a refund. I would have never agreed to the zone control system if I knew that it would not change anything and be completely un-necessary. I have now called everyday since the change of the flex zone to speak to ****** and have not heard back. The first ********** had promised something that was not possible and did un-necessary work on my home and the manager will not give me a call back or a refund.

  

  Business Response

  Date: 06/24/2025

  Hello Eliza Zamor,
      Sorry to see that this situation has reached this point, especially since we have been continuously working with you on this matter. We, as a company,  have given you the best mechanical explanation of your system and how it works along with a permanent solution to your particular problem. Unfortunately it looks as if we are at an impasse and are unable to see eye to eye. I hope you are able to find a contractor your are more comfortable  working with.
  

  
  

• Initial Complaint

  Date:05/22/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company works with ******************** insurance company, and intentionally bills their work and items they replace as non-covered expenses, citing code upgrade instead of replacement. They refuse to provide itemized list of covered vs. non-covered expenses citing a contract with ***. When confronted with the list of non-covered expenses and a contract clearly showing that *** should cover it, they redirect to AHS while AHS redirects to the contractor citing they billed it that way. Very shady business on both contractor and *** side. Just look at previous reviews and how they deny it.

  

  Business Response

  Date: 06/10/2025

  Sorry you had a bad experience with your home warranty company. An important fact that is being overlooked is that NW Sundance Services is not your home warranty company. We are a third party company that is contracted by your warranty company to perform their work. We, as a private company, report back to your warranty company, and inform them of what work needs to be done and pricing. Your home warranty company then determines coverage based on your particular contract. NW Sundance Services has zero say as to what is covered and what is not covered, we also do not have access to your policy and can not inform you on behalf of your home warranty company.I hope this has brought some clarity to the situation. I would recommend you contacting your home warranty with any questions about what is and is not covered under your particular policy.  

  Customer Answer

  Date: 06/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I believe that NW Sundance works together with insurance companies to bill their services as non-covered expenses. They are well aware of the insurance policies and coverage (Ive sent them my coverage with each correspondence) and yet clearly covered items (like overfill water tank replacement) are billed as modification, not replacement only to charge the client for them.

  Every communication with NW Sundance about billing boils down to talk to your insurance company, AHS, whereas insurance companys response is this is how the installer billed it. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am recovering from surgery and all 3 toilets in my house are clogged. I called my home warranty company, First American Home Warranty and they assigned NW Sundance Services to do my repair. Since I placed the order on the weekend, I called and left a message to request that they not send the plumber I had the last 2 times, ****** as the service was extremely poor, his manner unprofessional and his obvious goal was to upsell me. I received a phone call from Sundance early Monday morning from this woman who told me that they couldn't get anyone out until Thursday, May 15th, if i didn't want ****** I told her that was unacceptable and then proceeded to explain why I didn't want ***** doing my repair. I asked her if he was an apprentice and she replied that he was in his last year of school, but she first called me an f'ing c_nt. I hung up and called the home warranty company. I am in shock and disbelief that I was treated so poorly by a dispatch operator and will never use NW Sundance Services again.

  

  Business Response

  Date: 05/30/2025

  ******* ******-*****, 
      Sorry you had a bad experience with our company.
  We try our best to get along with all our customers and make special provisions and ***** special requests when we can. However, sometimes people dont get along and cant see eye to eye. We try to be reasonable, but when you start degrading our staff and technicians by yelling and calling them name ( bad name I wont repeat here) you loose the moral high ground and we as a company can choose not to do work for you, which is what happen in this case. When you create a dangerous and threatening environment for our technicians we reserves the right to refuse service. You do however, through your home warranty company, have the option to have a different vendor out to your property. I would recommend this course of action and hope you can find a vendor that can meet your requirements. 
  
  
  -- 
  Thank you in advance,
  **** ******
  President NW Sundance Services
  ************** Cell
  ************** Office
  

  
  

  Customer Answer

  Date: 06/01/2025

  Complaint: 23318006
  
  I am rejecting this response because the response is entirely false. This is called victim blaming, lying about a situation to take the focus off of you and onto someone else, an innocent customer who made a request  not to be assigned an apprentice who's work is less than acceptable into my home, who lied to me the last time he was assigned to do my plumbing repairs, who exhibited a very cocky, know it all attitude, who's work I had to supervise as my toilet still didn't function properly after he informed me the repair was completed, and who's main focus was on upselling me to get me to spend more money on a repair that he claimed could only be completed by ripping out a plastered wall behind the tub faucet to clear a "blockage" as he called it, in my 1950s home. There is no blockage. My son is an experienced plumber and has owned his own plumbing business in the ******* area for 20+ years. After I explained my experience with ****** he told me not to allow him in my home. No customer deserves to be called a f****** c*** when they request not to use an inexperienced apprentice to fulfill a home warranty contract claim. Shame on you for lying. Thankfully, NW Sundance Services has been replaced with a higher quality, more customer oriented plumbing company to service the *****, ****** area as a result of your dispatch operator's inappropriate, toxic behavior and profanity. Your response is rejected. You owe me, at the minimum, a sincere apology. I was shocked and offended at how quickly ****** behavior escalated to the point it did. I have never been called such a nasty name in my life and did not deserve it for making a simple request. 

  On another note, i had recently had major surgery and all three of my toilets were clogged which I explained to ****. Her response was that I was going to have to wait until Thursday, four days later, to which I responded was unacceptable. I'm in bed recovering from surgery without a working toilet and this was her response? No understanding for my situation nor any kind of workaround alternative to help me with my plight. Instead, she makes a decision to degrade me by calling me the worst name in the English language because i didnt want an apprentice in my home based on my past negative experience with him. I'm a senior HR professional with the State of Oregon and have been for over 12 years. ****** behavior is grounds for immediate termination. If she is still employed with you, any care and concern you claim you have for your customers does not exist. I'm appalled at your false reply and lack of accountability. 

  Sincerely,
  
  ******* ******-*****

  Customer Answer

  Date: 06/02/2025

  At this point, since the business has refused to be accountable, and projected their issue on to me, I request that the business retract their untruthful statement and apologize to me openly in response to my complaint on the BBB website, and committ to coaching **** and the other dispatchers with how to provide better customer service in the future. In addition,  they need to provide training to **** as to what language is and isn't appropriate when talking to customers. I will not let this issue go until this company accepts responsibility for their actions. I am also sharing NW Sundance Services responses with **** *****, president of First American Home Warranty. If the owner continues to blame cast, he may lose the contract entirely. 

  
  Thank you,
  
  ***** ******-Roman 
  

  
  

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fraud Complaint against NW Sundance Services The plumbing technician ****** (WA license WA ************ CCB ******* is committing fraud in state of Washington by deceptively colluding with ******************** home warranty company to deny covered Home Warranty Claims to save money for American Home Shield. ******************** is using ****** plumber working for NW Sundance Services to commit fraud by denying covered warranty claims by falsely claiming plumbing repair is a pre-existing condition. NW Sundance Services is committing fraud in state of Washington by deceiving consumers and colluding with ******************** in denying warranty claims for covered warranty issues by claiming plumbing issues to be pre-existing conditions. I filed claim for leaking and non-functional garbage disposal and NW Sundance Services technician ****** with NW Sundance Services falsely claimed the issue is a pre-existing condition to deny coverage. NW Sundance Services is colluding with American Home Shield to deceive consumers in state of ********** by selling Home Warranty Policies and then denying coverage for covered issues. This is a request to suspend Plumbing license for ****** and ********************** that are committing fraud in state of Washington in collusion with American Home Shield.

  

  Business Response

  Date: 03/04/2025

  NW Sundance Services response to case 
  # ********
  
   In regards to the complaint filed by ****** ******. I would first like to start by making it known that at no time did NW Sundance Services engage in or perform work for the complainant, ****** ******. Nor at any time has NW Sundance Services engaged in or preformed work at the homeowners property 
  ***************************************************************. Our company is contracted by the homeowners warranty company, ********************. Our task on this particular job was to perform a professional assessment of Mr. ******** plumbing issues and report it back to the homeowners warranty company. At this point the **************** determines coverage. NW Sundance Services has zero access to the homeowners policy and has no idea of what coverage the homeowner may or may not have and thus what may or may not be covered by said policy.
    In my personal opinion what Mr. ****** was asking us to do is to lie to his home warranty company and in doing so commit insurance fraud. I can proudly say that our company has higher value than that. We are not a dishonest company and we do not employ dishonest technicians, and trust me Mr. ****** you would not want a dishonest technician working in or on your home.
    In closing NW Sundance Services performed the job we were contracted for by the homeowners warranty company. We went out to the complainant's home, assessed the homeowners plumbing issues, provided a professional diagnosis to the homeowners warranty company, and allowed the warrant company to determine coverage. 
  
  
  
  -- 
  Thank you in advance,
  **** ******
  President NW Sundance Services
  ************** Cell
  ************** Office
  

  
  

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NW Sundance was contracted through American Warranty to examine my furnace for issues with it malfunctioning. While there technician was there, he sliced through a coil in the unit. The company agreed to send the technician back out to repair his mistake at no cost. That was fine. I was then told that I needed to have a city inspector look at the work and given an inspection date of December 11th. No one showed up. I have called NW Sundance four times and have been repeatedly told someone would call me back with more info on rescheduling. No calls from anyone (I have been told by two different employees that Jade would be calling me.) Today, the customer service person, ***, refused to transfer me to Jade or do anything other than "give her a message to call me back" which is exactly what hasn't been happening. This should not be so hard. I am asking for a status update on what steps are being taken to resolve this issue; an email or phone call would be helpful.

  

  Business Response

  Date: 01/13/2025

  response to  22723269.
  
  Hello ******,
  
    I know it can be challenging dealing with government agencies especially when it comes to your home, your personal space. Our lack of communication in this matter has not made the experience easier on you and for that I do apologize. As I understand it Jade has reached out to you today and has brought you up to date on what we are dealing with. Unfortunately while dealing with the government we are bound by their rules, regulations, and most importantly their timeline. For reasons I do not understand the city has deemed your project to be a commercial project rather than a residential project. This puts your simple project into a whole new category, and creates a literal stack of paperwork on our end including but not limited to things such as isometric drawings of proposed project, plans review committee, meeting with plans review specialist, possible structural engineering designs needed,ect ect ect. This is our tax dollars at work, and our government employees at their  finest. Even though this will take a long long time for the city to get all their ducks in a row, rest assured we will stick with it till the end and follow through to make sure your permit is processed properly and your job is inspected. 
  

  
  

  Customer Answer

  Date: 01/15/2025

   
  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 finally heard back from the business last week and again today.

   

  Thank you for your assistance.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To NW Sundances (SD)and American Home Shield(AHS):Dispatch:378713698 file claim on 11/12/2024 1. On 10/22/2024 your tech tried to install new water heater and found that the gas control valve and burner are faulty. Your tech ordered parts through ******** and said about one week.2. But we keep asking you and AHS many times to expedite its process even with our own cost. *** also informed SD.3. Yet there is nothing helpful, even worse saying the parts ETA is 11/8.4. Then I told ** that I ordered via SupplyHouse exactly same part# as SD told me.5. ** agreed and scheduled on 11/2 to use it to fix.6. Seeking a prompt solution to mitigate the situation, we decided to order the exactly same part with the part numbers provided by ** via SupplyHouse and informed SD. ** agreed to our proposal and scheduled a service for November 2. It failed again as no one showed up to fix the problematic parts.7.After a 6-hour wait, SD scheduled a service for November 4. Your technician came by but was still unable to fix . Instead, he found another faulty part, the fan motor. ** said itd need to repeat the claim process and ask us to wait again. This new water heater installed by SD has manufacturing-deficiency issue, in other words it is just a piece of junk. It has been more than 25 days since we filed the claim; there is still no solution, no working devices, and no trust, but frustration.9. SDs diagnosis and judgements cannot win my trust.10. Therefore we, the victims due to SD and American home ******* jobs, would ask you to stop this lingering-long and incomplete job and remove your incomplete water heater asap in your cost.Sincerely,*** *****

  

  Business Response

  Date: 12/05/2024

  Mr. ****************** am sympathetic to your situation and can understand where you are coming from. If i were in your situation i do believe i would feel the same way and have the same reaction. I think what we have is a misunderstanding of what a home warranty ( American home shield ) can provide in regards to a service experience verses if you hire a contractor on a retail bases. when the policy holder of a home warranty chooses to utilize it to have any repairs done, the contractor that your warranty company partners with is bound by the rules, regulations, and terms of the home owners policy. We as the contractor have to abide by strict  rules that are set forth by YOUR home warranty company that you chose to purchase and do business with. In your case when we install a water heater that YOUR  home warranty company provided and said water heater is defective we are not simply able to take it down and get a new one as we would normally do if you hired our company directly. Instead those pesky rules and regulation that are set forth by YOUR home warranty company come into play and limit our ability to take care of the customer in the most effective way. They essentially tie our hand and limit our options. However, I can say even with the limitations set forth by your warranty company  NW Sundance went above and beyond to try and solve this issue for you. On our last attempt we spent countless hours on the phone with the manufacture and convinced them to overnight the necessary repair parts, which they did, only to have you cancel at the last minute and you refusing any additional assistance from our company. In closing I will say again I sympathies with you and can 100% understand your prospective, I can also say with the utmost confidence and celerity that if you had hire use directly, with out going through your home warranty, that the moment you had a problem with a water heater our company installed we would have removed it and put in a new one the same day with no questions asked. That's the difference between hiring a home warranty company and hiring use directly. We stand behind any product we provide and install for our customers. If your willing to try our company out on a retail basis in the future I'm confident you will be happy with our customer service. Its an open invitation and i hope you take me up on it.
  

  
  

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date 7-9-24. Technician came out and looked at my ** as it was not blowing as cold as I expected. He replaced a part and said the ** unit was functioning as it should. Within an hour of him leaving the ** was blowing warmer than before and then had 2 fault codes on the thermostat in the house, tripped the breaker box and is completely not working now. Called them and said all techs had gone home for the evening and that they would do me a favor and come back out in 3 days. And currently we are seeing record temps. This is HORRIBLE CUSTOMER SERVICE AND UN**CEPTABLE ON EVERY LEVEL !!!!!!

  

  Business Response

  Date: 07/30/2024

  Response for complaint # ********
  
   We were able to fixe the initial problem, as the homeowner himself stated , the system was working when we left. We are not always able to see every issue that a system may have, especially if its not showing any symptoms while a technician is on site. During heat waves and cold snaps we do the very best we can to provide everyone with a timely response and service. However when the heat increase so does our call volume. We did make special exception for this home owner and dispatch a technician quicker than if he went through the proper channels of his home warranty company. As for the disputed amount of $100.00  I assume this is referring to the homeowners copay that he paid to his home warranty company?, as we did not collect any funds from the homeowner. I would suggest the homeowner reach out to his home warranty company regarding the $100.00 since we have zero say in this matter . 
  
  
  -- 
  Thank you in advance,
  *********************
  President NW Sundance Services
  ************** Cell
  ************** Office
  

• Initial Complaint

  Date:04/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NW Sundance was assigned to me for a heat pump replacement through First American Home Warranty (Also another horrible business). They did the estimate and came back at about $4100.00 out of pocket on top of their collection from the First American Warranty. We set the date for installation and I paid the $77.25 down payment they requested with remainder $4100.00 after completion. A couple days before install, they called and canceled. They stated the equipment was not delivered, blamed it on First American Warranty and told me the price has now went up to $4500.00 out of pocket. I got 2 other HVAC company opinions and they both stated that NW Natural was not being honest and was charging me for work that did not need to be done on a typical heat pump install. Since no equipment was delivered and the install date was canceled and the price went up, I decided to go with a company I trusted. First American paid me a lousy payout and I ended my contract. With both businesses. I requested the down payment refund of $77.25 from NW Sundance and they refused to refund me the money even though NO work was done. I am requesting refund.

  

  Business Response

  Date: 05/10/2024

  Im sorry you had a bad experience with your warranty company. Unfortunately, in situations like this our company, being a third-party, ends up being an arbitrator between the end consumer and their warranty company, and thus we end up having a reputation of being the bad guy. Sadly, we have zero control over what your warranty company covers and what it does not, it all comes down to how good of a policy you have. I wish it were not that way, but regrettably it is. Furthermore, your warranty company does not allow us to supply equipment so we are at their mercy on what they supply,how they supply it, and when they supply it. Again we have zero control over this. As for the $75 Nonrefundable deposit it is just that ..nonrefundable..as was explained to you before you agreed to pay it. This is not a down payment for the job. This is simply a nonrefundable deposit to hold A time for you on our schedule. If this were a traditional deposit, it would be half down and half upon completion in which case I would absolutely agree with you that a refund would be justifiable. As a company, we always try to repair instead of replace systems, but when we do have to replace a system, it is our responsibility and duty to make sure your job is done correctly, safely, and meets current state and national mechanical codes. These are the standards our company holds. Unfortunately I cannot speak to the standards of the other HVAC companies you spoke with about this project. 
  
  
  -- 
  Thank you in advance,
  *********************
  President NW Sundance Services
  ************** Cell
  ************** Office
  

  
  

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21605139
  
  I am rejecting this response because: you stated the $75 fee was to hold a spot on the schedule. When that day came, YOUR business canceled 24 hours prior and then raised the price on me. Since YOUR business canceled our agreed date and price, I deserve to get my $75 fee back. 

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

  

  Business Response

  Date: 05/13/2024

  All fees have been returned 

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/1/24, I paid my home warranty fee and this business was contracted to fix a plumbing issue. Upon date of service, we were told that parts needed to be ordered, and a hole was cut in our bathroom wall by the companys employee.For weeks, we have tried to get answers regarding when the service will be completed, but the company in every case, has not called back with an update. We were initially told that the employee was on his first day and failed to order the parts, we have been told that the part was on back order, etc. every time we call its a different story and no follow up.We have a disabled 7-year-old and only one bathtub, which has been unusable now for 3 months. This causes tremendous difficulty in our home, not to mention ongoing safety and hygiene concerns for our child. We have expressed this urgency to the company, yet they continue to not give us information.We have also contacted the home warranty company, who has offered to reimburse us for doing the repair ourselves, but that doesnt cover the hole in our wall, and would necessitate us doing the work that NW Sundance Services was contracted to do ourselves, so we have declined their offer.

  

  Business Response

  Date: 07/10/2024

  Hello ******,
  

  We have been in contact with the homeowner and are solving the issues for her. She has agreed to retract her BBB complaint after repairs are done. Please let me know if there are any further actions needed on my part. 
  
  Thank you in advance,
  *********************
  President NW Sundance Services
  ************** Cell
  ************** Office
  

  
  

  Customer Answer

  Date: 07/10/2024

   
  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,
  
  *****************

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were told we had a gas leak by our gas company. We had NW Sundance out and were told that there would be a 335 diagnostic fee and that money would go toward the work they would do. A tech came out to look at the leak that was in the gas fireplace, he said he couldnt diagnose the issue because the leak was in the brick of the fireplace. He suggest we cap the one (which their company doesnt do) or call someone out to tear out the fireplace. He was there for 5 minutes and said he was sorry that he couldnt diagnose. I called another company who said they could cap the line and we did that. I asked to clarify why I was still charged the 335 to diagnose when they couldnt diagnose the issue and if I was charged if I had money then for some other service and they said no the fee was to have them drive out. I am so disappointed that they couldnt do the work and wont give a refund. Ive emailed multiple times and left messages to talk to a manager but no one will get back to me

  

  Business Response

  Date: 05/08/2024

  I will reach out to this customer right now and I will be issuing her a refund. Thank you for reaching out

  

  Business Response

  Date: 05/08/2024

   The customer has been reimbursed the full amount. We have not been able to reach the homeowner as of yet, but will continue to try. Please let me know if there are any further actions needed on my part. 

  Customer Answer

  Date: 05/08/2024

   
  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,
  
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