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.

close

Find a Location

NW Sundance Services Inc has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/26/2024

  Type:Customer Service 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.

  This company was contracted to replace our heat pump and air handler. They replaced the unit with a much lower rated system that failed in a matter of months. They are seeking additional money to fix the unit that they installed a mere months earlier.

  

  Business Response

  Date: 03/27/2024

  The unit was replaced with what your warranty company supplied. We dont have any say in what they provide as far as brand or quality go, they match specs of the unit thats currently there. You would need to take this complaint up with them, were happy to provide any information they request as to what was previously there.

  Customer Answer

  Date: 03/27/2024

  The complaint is that this company took money for the installation of equipment that failed within a few months of installation and is now telling me that there will be additional charges to replace faulty equipment that they installed. They did not share information regarding the replacement equipment prior to the moment of installation which would have allowed us to make a different decision knowing they were replacing the unit with far less dependable and far less efficient equipment which actually has less heating capacity as the auxiliary heat unit is smaller. We have suffered through freezing house temperatures time and time again with no help from NW Sundance in resolving the issue which has led to illness and extra costs associated with doubled electric bills due to having to use portable heating units. This is completely unacceptable and the company hides behind the home warranty company despite being a service provider for their clients. I would like the installation fees they charged us refunded or the unit replaced with a functioning unit. 

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21490737
  
  I am rejecting this response because:

  The manufacturer or the unit stated that the company must submit the warranty claim. In addition, I am having estimates from other companies and each tech has stated that the installation was done incorrectly and is likely the direct cause of the 2 month old unit failing. I am requesting that the charges we were levied by NW Sundance be refunded so that we can have a unit installed before we lose other pets due to the dangerously cold temperatures. I will not accept any other results and will keep this complaint alive even if I have to seek legal representation for our refund.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/11/2024

  I am still awaiting a response from my previous update. We are still without heat or air. I have been in contact with the manufacturer who will honor the warranty on he unit but the company seems to be refusing to replace the unit despite being paid nearly $3000 in installation costs. Having had other contractors look at it there is a belief that the issue was with improper installation so I would either like for a factory replacement installed correctly or the install fees refunded so that we may have another company install the new unit.  

  

  Business Response

  Date: 04/22/2024

   Our company installed a heat pump and air handler for this homeowner. The equipment in question was provide by the homeowners home warranty company, not by NW Sundance. When we are working for the homeowners warranty company we have zero say in what we install, we unfortunately have to stick with the equipment that the homeowners warranty company provides. After the install, the compressor for the heat pump failed. This was determined to be a manufactured defect by our lead/ senior HVAC technician, 30 plus years of experience, and by the manufacture themselves. Our company has had the exact same failure on the exact same brand of compressor a few time now. This is a known issue with this brand of compressor. Since this is a manufacture defect, the manufacturer will supply a new compressor free of charge, however they will not cover any installation costs. This is the reason for needing to charge the homeowner. We try to be flexible and help in situations like this within reason. In a situation as this, where our company had no say in what product was installed and did not provide the product our options are limited . 
  
     
  
  
  -- 
  Thank you in advance,
  *********************
  President NW Sundance Services
  ************** Cell
  ************** Office
  

  
  

• Initial Complaint

  Date:03/18/2024

  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.

  2 January 2024, I called American Home Shield *************) because my Tankless Water Heat went out. They gave the job (Dispatch ID ********** to NW Sundance *************) to repair the Tankless Water Heater. The Tech came out on January 8, 2024, to evaluate the Water Heater and said that it needed a heating rod. The part was ordered, and it came in 3 weeks later, but it was the wrong part when the tech came to fixed it, so they ordered the right part which took another 3 weeks to come in. The tech came in on 11 February 2024 to put the new part on only to find out that another part broke on the Tankless Water Heater, so they had to order a new part to this water heater. I called American Home Shield about the inability of this company to do the job and they gave me another (Dispatch ID ********** to have NW Sundance come out again. I have called NW Sundance every week since the new part was ordered, and they cannot provide a Tracking Number to tell when the part will arrive. I am very frustrated with this company inability to give me concrete info on this problem. We are going on FOUR months without hot water, and this has gotten old. I called again today 18 March 2024 for an update. No new update again

  

  Business Response

  Date: 03/19/2024

  Good Morning,

  Tankless water heater parts can be difficult to source. As soon as we have an update on the tracking from the supplier we will let you know. Additionally, if you choose to not wait you can take a cash out from your warranty company and find a company that *** be able to have additional suppliers that can potentially get parts quicker.

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21451546
  
  I am rejecting this response because: I am a veteran, and this used to be my job as a Logistician. I know about parts and tracking numbers. Every part has a number, and you should be able to track the part from infancy to delivery. It has been over three months, and this is unacceptable.  Also, American Home Shield said we could not get the part by taking out money because it would not be covered under the warranty. Very disappointed and frustrated over this whole ordeal. But still the Tankless Water Heater is not fixed. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/10/2024

  Type:Billing 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.

  The company kept changing the pricing and refused to send me an itemized account of what the charges were for. They started out saying the charge was $820. And then collected a $75 hold fee that was to come out of the first amount then they told me no $895, and the third time I asked I was given a different amount, when I asked for an itemized list of what the fee was for she refused to send one to me. I believe they were severely over inflating the cost of items used as well and this is why they would not give me an itemized list.

  

  Business Response

  Date: 01/22/2024

  Good Morning, 

  As explained over the phone your warranty company does not allow us to disclose the itemized bill. We submit a list of items required and associated costs to your warranty company, they then give us a dollar amount they cover and a dollar amount to collect from the customer they do not however tell us who is responsible for which items and they do not allow us to disclose to customers the amount they pay. As a subcontractor we are obligated to follow the policies set forth by your warranty company. If you contact them they can and will give you the itemized breakdown of items they determined you to be responsible for. Thanks.

• Initial Complaint

  Date:11/29/2023

  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.

  Our home warranty (American Home Shield who we have had for over 20 years) contracted NW Sundance Services to fix a valve in our shower that was not diverting hot water completely. The plumber took apart the valves to determine the problem and concluded that the problem was caused by a previous plumber (also hired by AHS). AHS refused to pay for the repair because of their diagnosis (which they should have approved!), so we instructed the plumber to put it back the way it was until after the holidays when we could afford the $879 to fix it. He assured me that they did this, and stated twice that it was OK to shower as usual. The shower was working in the morning prior to the plumber coming (11/9/23). I took a shower after they left, and had immediate flooding to our downstairs bathroom and laundry room. I called them back to check it again, and they stated to both my husband and myself that they had over threaded it, and it was now impossible to put it back in working order as the valve was damaged in the over threading. I called the company and eventually they agreed to send out ******* to investigate the damage, but they would not pay to fix the shower valve, even though they were the ones who made it irreparable. (The quote is just under $2,000 for the TEAR OUT ONLY of the damaged areas including both bathtubs in back to back bathrooms, and cupboards downstairs). Now, NW Sundance *********** is ignoring ServPro and have not been in touch with us, or them. I suspect the work needed to restore all of this will be above $10,000; otherwise, we would pursue them in small claims court. In addition to their dishonesty and failure to fix or resolve the problem, we have been without a shower for 3 weeks, which has exasperated a torn meniscus in my knee having to use the downstairs shower (resulting in medical bills I may not have had otherwise). NW Sundance Svs needs to pay for the repair, for all of the water damage restoration, and replacement thereof.

  

  Business Response

  Date: 12/05/2023

  Hello, 

  It is noted on your invoice "Arrived on sight to shower leaking. This was caused by a previous plumbing contractor cross threading the cartridges into the shower valve, shower valve needs to be replaced" 

  The issue with the shower valve was caused prior to our arrival. The water damage is being investigated as to the cause, we have not ignored Servepro but were waiting on their invoice to be able to pay for the investigation to be done to determine the cause. 

  Customer Answer

  Date: 12/05/2023

  The shower valve was NOT leaking prior to their arrival. As a matter of fact, the shower was functioning, it just did not have the pressure it should have had which is why we called in a plumber to fix it. When they quoted their price, and said that they had put it back the way it was until we made a decision, it was then that it flooded the basement. We are awaiting answers from ServPro, as they have said that they did finally hear from the company. We will need to keep this claim open until all repairs are made and recompense has been paid for being forced to replace the valve after they over threaded it (see photo of crooked shower valve). We will provide proof of this from another plumber when needed. 

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20934259
  
  I am rejecting this response because:

  If the over threading had been caused by a previous plumber, we would have had leaks prior to 11/9/23 - so this statement is completely false. The last time we had work done on the plumbing was in 2016, and we had had no leaks up until after ** Sundance Svs plumbers left. In addition, the shower valve (Middle on the picture) is obviously crooked, which it was not prior to the plumber coming - the flood, the damage and the over threading were the result of the ** Sundance Svs plumbers visit on 11/9/23. In addition, the 2nd opinion plumber clearly stated that the damage was caused to the valve by the work of the most recent work done. We have video and pictures taken of the issues, and will send when necessary (as soon as I can access my husbands photos).

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

  Customer Answer

  Date: 12/14/2023

  We still have heard nothing regarding repairs and restoration. We had to pay $875 to have our shower fixed, and on that invoice it states that the damage was caused by the previous plumber. I am concerned that we will have mold growing between the walls, and under our bathtubs. We also have to use an extension cord to run our washer due to the electrical outlet on the damaged wall being ruined which is concerning. Is there any way to move NW Sundance Svs along more quickly?

  Thank you, ***** and *************************

  

  Business Response

  Date: 12/19/2023

  We are working with the restoration company at this time. 

  As far as the shower issues that was occurring prior to our arrival we will not be reimbursing for that. 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20934259
  
  I am rejecting this response because:

  Although we appreciate that they are working with the restoration company (although would like for it to go MUCH faster as we do not know if we have issues within the walls and subfloor, and the fact that we have no electricity on that wall)... We completely disagree that the problem with the plumbing existed prior. We had low shower pressure thus we called for help. Period. After this company was here, we had a leak so bad that it caused extensive damage. There was NO leaking prior to their being here. They forced us to have the valve completely redone, as well as the complete fixtures in that shower. So this company was responsible for the damage to the threads causing the leak. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/08/2024

  Good morning,

  It appears that NW Sundance Services was not happy with the estimate given by the water restoration service at ServPro, and are ignoring **. Is there any way to get a moderator involved? I believe that mold is growing behind our wall.

  Thank you,

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

  

  Business Response

  Date: 01/25/2024

  We have tried to call you multiple times. This has been turned over to insurance who has also tried to contact you. Please call our office with the best way to reach you. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 20934259
  
  I am rejecting this response because:

  I have been through my phone  - calls and messages, as well as blocked numbers, and I have not received ANY calls from you or the insurance company, nor any messages. I called NW Sundance Services yesterday, and verified with them that they have the correct number, which was confirmed. I also left an alternate phone number. Honesty is always the best policy. If this goes on much longer, we will have mold growing in our walls and basement ceiling, and cupboards, which will only be more costly to fix. Please contact me with next steps ASAP.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/26/2024

  This has been turned over to insurance. 

  

  Business Response

  Date: 02/07/2024

  This is going through insurance there is nothing else we can communicate with you on this issue. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 20934259
  
  I am rejecting this response because:

  Having not heard from you or the insurance company, we will not be satisfied until we have action on the insurance company's part. What is the name and contact information for the insurance company? At the very least, you could provide us with information. This offense was done 3 months ago, and we still have no fix and no electricity on that wall. I will reach out to the insurance company provided you give me their information.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/08/2024

  This is going through insurance there is nothing else we can communicate with you on this issue. 
  

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 20934259
  
  I am rejecting this response because:

  Until I have insurance information and can speak with them, this issue will not be closed. Please provide contact information.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/09/2024

  This has been turned over to insurance I can not assist.

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 20934259
  
  I am rejecting this response because:

  PLEASE give me the name and contact information for the insurance. There is no reason why not to share this information, if indeed your company has turned it over to insurance.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/15/2024

  This is going through insurance I can no communicate on the matter any longer. I know youve spoken with them and you must communicate with them going forward.

  Customer Answer

  Date: 02/25/2024

  This complaint is not closed. I am simply waiting for their insurance company to respond to the evidence we submitted. I will not argue with **** any longer, so I just do not want to stoop to their level. I would ask that you keep this complaint open until it is resolved, please.

  Thank you,

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

• Initial Complaint

  Date:11/27/2023

  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.

  First American Home Warranty assigned NW Sundance Services to repair my home's HVAC system. I was contacted by NW Sundance and told the part was on the way and I needed to pay the amount they were owed in order to ensure timely repair. On 06/30/2023 I submitted payment through their website via ACH from my bank account in the amount of $558.78. A few days later, it was found out the part was not available and I ended up having to install an entire new HVAC system through a different company. Everytime I call NW Sundance Services now to ask for my money back, they transfer me and no one ever comes online. This has happened many times that I have tried to call over the last couple months.My next step was to go to small claims court, and report them to BBB, but then I saw in complaint process, you may help me get my money owed back as NW Sundance Services never did any service or repair.Thank you,***

  

  Business Response

  Date: 12/18/2023

  Hello, 

  This refund has been submitted. Thank you for brining it to our attention. 

• Initial Complaint

  Date:11/03/2023

  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.

  May 25th home shield home warranty sent out Sundance to fix a stoppage in my pipe cause water to over flow May 25th the ******* came out snake the drain said there was some lint but nothing to worry about he left I started my water it flood I called them back Sundance came back out of a stoppage in my pipe June 7th is when he can get me in snakes it again tells me its not a stoppage its a venting issue and to add a vent would cost me out of pocket 625$ but will fix my issue so I pay him on the spot he goes to ********** gets the parts puts it in leaves 24hr later water flooding again I call back they make appt to come back out June 14th and telling me its not a clog I need a bigger vent but he wont charge me this time he adds a big vent to the plumbing and leaves 24hr I try the water floods I called and report it I was told a supervisor would call me I called over and over emailed for days weeks snow months I bought a camera (that use for scoping pipes) 10 ft from where he went there a LARGE clog I called I email I left reviews in hopes they would reach out to me and see they are wrong its clog its a very large clog! I have video record and are willing to share but no one will reach out the front desk tell me there supervisor out of town she get back to me next week but now we are going on months I have videos Im more then willing to share. I also drop the camera in the pipe next to were he snake (and they all connected) and there a large ball of sludge I added a photo too and there not ever 25ft apart 625$ for venting 125 for service fee

  

  Business Response

  Date: 12/05/2023

  We wouldn't be able to refund they money for work that has been completed. If there was an additional issue or the issue was not fully resolved when we were out we should have been contacted to come back out and see what was going on. But since the work that was paid for was completed we would not refund that. 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20819541
  
  I am rejecting this response because:

  I try to call and email and social media get ahold of your guys to come back out, per the home warranty company they sent you out 4 times were you not only in there note but my email which I have provided you say

  Arrived on sight for drain clog 
  No clog in drain improper venting 
  Replumbed washer box to code 
  Retail was done prior to put in vent line 
  Put in another vent line per ****

   

  arrived on site for drain clog! that is what you came for to tell me there was no drain clog and I needed venting, of course Im going to believe the plumber, the experienced professional. And pay what I need to get it fix, after you added a very small vent you charged me $600 told me the problem was fixed. I called back 15 minutes after the gentleman left to say my problem was not fixed.(which is documented through home warranty and phone logs)You guys made me wait several weeks to come out and install another one telling me I still did not have a clog. You left 20 minutes later I once again called and was told youd have a supervisor call me. I called daily weekly monthly seem to be always busy or out of town.

  I reached out to the bbb to help me Ive provided evidence, video pictures, and now I have other statements from another professional plumber, the camera video and photos show you did not do your job you scam someone who didnt know anything about plumbing. 

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

• Initial Complaint

  Date:10/27/2023

  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 of transaction 10/24/23 Amount of money you paid the business: $800 What the business committed to provide you: To remove my broken toilet with install a comparable one Nature of dispute: Business did not replace with a similar toilet. My original toilet had a handle to flush. The replacement has a water saving button on the top to flush. The button is harder for my young family to use than the handle. In addition this is an industrial style toilet and the lid now slams down. I was not advised of the differences before installation.When I discussed my concern with the manager *****, she said the toilet was the industry standard. I was never told the industry standard was going to be installed. I was informed a similar toilet was going to be installed. I would have asked more questions about the industry standard if I would have been informed. I was happy with my original toilet and was satisfied to hear they would replace it with a comparable one. The company did not did not follow through with their commitment of replacing my toilet with a similar model. They replaced it with whatever toilet they had available. Whether or not the business tried to resolve the problem: In short, no they did not. I corresponded with ***** the manager via email and spoke to her over the phone ***************. She said they would not replace the toilet with a similar style. I would have to pay out of pocket if I wanted a change. She said I received a better toilet than the one I had. However the toilet installed is harder for my family to use, thus not better for me. In addition, the lid slams closed instead of gently closing like my original model. It is an industrial style toilet and does not allow for storage on the lid. Account/Tracking order: Reference #***, Invoice#*****

  

  Business Response

  Date: 10/30/2023

  Hi *****, 

  The estimate we gave you was for a builders grade toilet, no specific features or brand. You did inform the supervisor form our office when you spoke with her that you saw the toilet prior to it being installed and agreed to it and confirmed you did not give any requests or specifications as to what you wanted installed when you agreed to the estimate and work to be done. We can give you a retail estimate for a specific toilet but will not refund you for the work that was done and toilet that was already installed. 

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20792069
  
  I am rejecting this response because: I was told a similar toilet to mine was going to be installed and it was not. This was false advertising. The company should have sent an image or information of the toilet they planned to install. My partner allowed the technician to enter the home, I was not initially present. I should have inspected the toilet more thoroughly, but I didn't because I trusted the company to install a comparable toilet. Changing the way the toilet flushed is a notable difference that should have been previously discussed. Also, the water saving feature does not empty the toilet well. We have low water pressure in the home and this feature should have been discussed with me prior to installation. 
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:09/28/2023

  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 have American Home Shield. My hot water tank needed to be replaced and NW Sundance was assigned as my repair company. It took a week to get things moving but it was replaced on May 24, 2023. I have no complaints about the work that was done. My problem is that the hot water tank was still under warranty so AHS did not cover it but did cover the work that was done. I have been calling NW Sundance since June to see where my refund is since I had to pay upfront for the tank. I have talked to at least six different people who have all said, "I will need to talk to my supervisor and get back to you." One voice message was left on my granddaughter's phone because she was the one here when the tank was replaced. Since then I have not heard from a single supervisor in that company. I was told "we don't do business this way. You need to go to the supplier, ****** Supply, for your refund. Of course, ****** Supply said they had already sent the warranty money they received from the manufacturer to NW Sundance and gave me the number of the credit memo that was sent to their credit card. NW Sundance said they never received it. I just want this resolved without having this hassle. How do they even stay in business with all of the bad reviews and complaints. I called AHS to complain about them ever using this company for any other customer and I hope I got my point across. Apparently my situation is not unique.

  

  Business Response

  Date: 10/05/2023

  Hi *****, 

  We called and left you a message regarding this 9/28 and are just waiting on a call back. Thanks. 

  Customer Answer

  Date: 10/05/2023

  I did receive a call from NW Sundance on 9/28/23. They said they would be crediting my credit card used for this transaction with the cost of the hot water heater. I have not yet received this credit and it has been a week. I will wait a bit more and hope that this is resolved.

• Initial Complaint

  Date:09/23/2023

  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.

  6/16/23 Contacted First American Home warranty regarding an issue with my tankless hot water heater. NW Sundance services contacted me to schedule a service call. After 3 trips to my house the plumber couldn't figure out the issues. During this process I requested to speak with the manager and get an email/fax to send a formal complaint. They couldn't find an email address? Was told the manager called a couple days later and left a message. I did not receive a message and never heard from the manager. The warranty company authorized a new water heater. NW Sundance requested a $75 deposit which I paid. Wrong hot water heater sent. On the day of the wrong hot water heater NW Sundance charged the balance of the heater to my credit card. I called and requested the charge be reversed. I was told it would be, but after 5 days it wasnt done. I called my credit card company to requested that charge be stopped. I was without hot water for 3 1/2 months. During that time I was constantly on the phone with NW Sundance and had to fight for any information. The plumber was very nice I would not recommend using this company for any work you need done.

  

  Business Response

  Date: 10/04/2023

  Customer cancelled this charge and we re ran it once the warranty company finally provided correct water heater for us to install. 

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20647777
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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.

  This company was hired by my home warranty company to repair a leaky faucet. They cancelled on me short notice twice, after making arrangements with work and family to be here for the appointments they committed to. When they finally did come to assess the leak, they did not follow protocol for the home warranty replacement. In trying to rectify the situation, the dispatchers answering the phone were very rude and uncaring. I was continually interrupted and not allowed to finish a sentence, and ultimately was hung up on after asking the person to allow me to speak. They gave me instructions to contact the warranty company to approve a finish upgrade *************** standard. I took the time to do that, and got approval. Then NWSundance refused to come install the faucet I was instructed to buy by the warranty company. I feel this behavior on the part of NW Sundance was on purpose, to waste my time, and was direct retaliation for insisting I be allowed to speak a full sentence on the phone. I will not use this company again.

  

  Business Response

  Date: 09/12/2023

  Hi ****, 

  I am sorry we had to reschedule your appointment. We hate when we have to do that, but unfortunately at times it does happen. Your warranty company only authorized the builders grade chrome faucet, any upgrade to that would require an out of pocket cost from you as the homeowner. They also contractually forbid us from installing customer supplied parts under the warranty, you would be required to take a cash out in order to hire us retail to install a part you purchased. I'm sorry that the warranty company gave you incorrect information,