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:08/28/2023

  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.

  On July 25th , 2023 I dropped my daughter off at my mom ********************* and heard a hissing noise coming from the hot water heater. There was also a lot of water coming out of the hot water heater. I took swift action to get my mom and daughter out of the house. Both the fire and Nw natural came out to check the water and natural gas. My mom made a call to her warranty company and said that Nw Sundance will be coming to check what happened to the hot water heater. I got an email that there was going to be out of pocket expenses to cover which came to $1260.00. It took Nw Sundance over 2 weeks to come out to replace the hot water heater but my mom tells me that they couldnt install it due to the washer and dryer needed to be moved over. On my lunch break I went over to move the washer and dryer to find out they cant come out for another week. I would like to be compensated back the money that I spent out of pocket due to the poor communication, punitive damages caused from the first time when your technician coming out and not explaining that certain things needed to be moved in order to replace the old hot water heater. My mom has been out of water for over a month due to poor communication of your employees. I would like a full refund of $1260 for the extra time, punitive damages and neglect your company has put on me and my mom. Keep in my mind my mom is 75 years old and could not move the washer and dryer her self. It is now August 28th *****. According to my mom she has not had a toilet, shower, washer and dryer for over a month.

  

  Business Response

  Date: 08/29/2023

  Hi ***, 

  Unfortunately since the stacked washer and dryer were blocking the water heater when we arrived to replace it we did need to reschedule, I am sorry for the inconvenience that caused. A supervisor did call you back 8/25 at ****pm and left a message. We also called multiple times and emailed to offer a sooner appointment but by the time we received a call back the spot was taken. We made every effort to get out as quickly as possible but we can not hold open spots on the schedule waiting for a call back. 

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20533470
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/01/2023

  Type:Sales and Advertising 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.

  We had a new air conditioner installed by this company one year ago. The coolant leaked out slowly during that year, but we weren't aware of it until the hot season. The technician came out and said it could be an installation problem or a leaking pressure valve, but he couldn't tell which. ?? The office staff said THIS COMPANY DOES NOT WARRANTY THEIR INSTALLATION WORK. We were advised to contact the manufacturer. That's when we learned we had no registered warranty. The installer, *********************, did not give us any warranty paperwork or tell us that we only had 90 days to register our air conditioner when he installed it. He did tell us we had a 10 year warranty, but not that we had to register it. Also, the manufacturer said that if we wanted the valve replaced, the installer would have to order it directly. The manufacturer only deals with the installer. We called NW Sundance again and asked them to order a new valve. They refused, saying, "WE DON'T WORK WITH THE MANUFACTURERS." So how did they get our air conditioner in the first place? I have called repeatedly asking to speak to a supervisor. The response is always the same: "SHE'S NOT IN. SHE'LL CALL YOU WHEN SHE HAS TIME." I have asked to speak to *********************, the president of the company. He is never in and the office staff don't know where he is. Phone calls don't work. Emails don't work. And evidently nobody at NW Sundance Services is interested in customer service or ethical business practices.

  

  Business Response

  Date: 08/24/2023

  Hi ****, 

  We can certainly schedule an appointment to come out and check on the installation, however **** does not run calls and it would be with a different technician. Please just give our office a call if you would like to move forward. 

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20407892
  
  I am rejecting this response because the supervisor at NW Sundance Services has said they do not warrant their installation work and the technician who was sent out three times said he didn't have the equipment or expertise to find the leak in our system. In addition, it is false that ********************* does not go out on calls. He installed our unit, and the supervisor admitted that he does make calls when technicians are not available. She also said that the record of **** doing our install has been lost, due to a change in their computer system, and that the technician ****** made no record of a leak, even though he installed 2 pounds of refrigerant in our system during his last visit. NW Sundance Services provides no paperwork indicating what work has been performed. Their invoices only indicate the date the technician came and the amount due.

  This, we have lost all trust in allowing anyone from NW Sundance Services to address our continuing ** leak. We were advised by the manufacturer to have another company find the leak. When the ** specialist came out, he confirmed that the refrigerant was already down another 3 pounds. He refilled the unit and added a UV dispenser. He will return next week to find the leak using a UV detection device. Once the unit has been repaired and our documentation is complete, we will be seeking an attorney's assistance in moving forward. We urge BBB to post this information and to take whatever remedial steps are available to prevent NW Sundance Services from perpetrating their unethical business practices on any other unsuspecting clients.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/27/2023

  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.

  NW Sundance Services was contracted to have a technician repair a leak on the outside wall of my house. The technician came into the house and cut holes in my drywall inside the house. He said he could not find the pipe and suggested I have his friend come and locate it. The friend said that the pipe was in the garage, not the house and he made an opening in the wall of the garage. Pipe found , Sundance returned to repair the pipe . The service fee contracted with them was $359.91. The fee for the friend was $400. The cost to repair the drywall is $2200.50. I believe they (Sundance) should be held accountable for the damage caused by their technician. I am retired, on a fixed income and cannot afford to repair my wall.

  

  Business Response

  Date: 07/28/2023

  Hi ****, 

  It looks like you were required to make access in order for ************** to repair the leak, our techs should be giving customers recommendation as a courtesy when another vendor is needed. As far as access and/or damages made by an outside vendor that complaint would need to go to them. ************** and company made no damages to your home and repaired the leaking pipe. 

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20386311
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/28/2023

  NW Sundance is suggesting that an outside vendor created damage to the wall. This is not true. The technician sent by the company made the holes in my wall. The outside vendor, when seeing the mess to my wall said that the pipe was not in the interior wall. He then found the wall in the garage where the pipe was. The damage was caused by NW Sundance technician. 

  

  Business Response

  Date: 08/01/2023

  Any access holes we made through drywall repairs are covered by your warranty company, please contact them and they will send out a contractor to repair the drywall. Access holes in the drywall to find and repair a leak are not considered damage. 

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20386311
  
  I am rejecting this response because:
  There is no warranty company that will repair the damage to my wall. Your technician caused the damage. There was no reason he should have cut holes in a wall if he wasnt sure it was the correct wall. After he made the two holes he admitted he did not know where the pipe was. This is on you, your company for hiring someone who does not have skills to detect and repair pipes. That is what you were getting paid for. I asked him what should I do and he recommended a friends friend who could find it. So I paid $400 to get someone to find the pipe. He found it in the garage. He did not cut into the drywall in my house. Your technician did. I believe you mentioned in your last response that the other fellow made the holes. He did not. His response was he couldnt believe anyone would cut into an inside wall to repair a leak outside the house. Therefore I stand with my rejection of your solution to make things right. It would be right if you paid for the damages. When people hire you do you let them know that your technicians cant do the work you hired them to do?
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/03/2023

  We were initially sent out by your warranty company, they authorize access being made in order to locate leaks. You need to contact them and they assign a company to come out and make the drywall repair. When leaks are behind walls at times multiple access holes will need to be made to locate the leak. Your warranty company, who we sub contract for, authorizes the plumber to make access. Please contact them regarding the drywall repair. This is a common occurrence and they do have a process for the repairs.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20386311
  
  I am rejecting this response because: the answer provided about collecting from the warranty company isnt possible. The warranty company assigned you to come and check the leak. I paid $85 to them and they said they couldnt service it because it was an outside pipe. Your technician  called you  and said your company could service it for$******.  No warranty company  was involved. I paid the $ ****** to your company and the technician came in and assessed that the problem was in an inside wall and proceeded to rip out the drywall When looking back at my records I also was charged $77.25  on 5/16  by you for what I dont know. You have said it was the other persons fault, not your technician and now you are saying American Home Warranty is responsible for the damage. I contracted with your company after American Home Warranty refused to pay because it was an outside pipe. The work that was done, the holes in the drywall,were caused by your technician who knew very little about plumbing. I paid for a service and was charged for it. I think you keep on coming up with feeble excuses for your companys inability to perform the work they were paid for. I am sure you have records of this transaction and why was I charged $77.25 as well as $******. I cant believe a company would charge extra and not let the client know why. 

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

• Initial Complaint

  Date:06/13/2023

  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 have been calling and emailing requesting for an updated paid invoice with no luck. Every time we called we would be placed in a queue and when someone answers they call hangs up. This has happened about 7 times now. The very first time we called they were j professional and told us they have another call and hung up the phone. After several attempts a different day we got someone on the line who told us the invoice was not marked paid in their quick books and this was a month after the service was done and they automatically charged our card for payment. Its been over a month and we have yet to get a response. The first time I sent an email the response we got was telling me how to take my breaks and Lunch. I am not an employee. We keep getting an invoice to pay for the service! We have already paid and would like a copy of our PAID INVOICE. Its upsetting that payment is not documented in the books after a month and customer deflection of a simple request.

  

  Business Response

  Date: 06/26/2023

  Hello, 

  We have called and left voicemails detailing the charges (the amount determined by your warranty company, tax plus 3% processing fee for all transactions) as well as resent the invoice from QuickBooks 3 times. Please check your spam if you are having trouble finding it. Thank you. 

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20182118
  
  I am rejecting this response because: we have not received any calls or voicemails. The only invoices Ive received are all ones asking us to pay the out of pocket cost to ********************* Due to those already being paid. We would like an updated itemized invoice that stated our end has been paid. 
  
  Sincerely,
  
  **** & *******************************

  

  Business Response

  Date: 07/10/2023

  We can resend the quickbooks invoice again, however we can not provide an itemized invoice. In order to receive an itemized list of what your warranty company required you to pay you do need to reach out directly to your warranty company. 

  Customer Answer

  Date: 07/18/2023

   
  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:04/26/2023

  Type:Billing 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.

  ** March 2023, I requested a warranty service and was assigned business NW Sundance, ******. A tech was assigned and did not perform any work, then another tech was assigned and with no result. I have had from 3 to 4 techs to complete a service of a leaking pipe in the the FR ceiling, along with a shower handle for hot and cold water to be turned on and off. Allowing you to know when you have turned it off. It is almost May 2023 and my service request is still not complete. NW Sundance charged my credit card $614.00. The charge was approved by me for $425.00. I have called NW Sundance on several occasions asking for a receipt. I have yet to be provided one. I talk loud when calling and they hang up on me. They tell me to stop yelling or the will hang up. I'm tried of the lie after lie. I want my service completed and my over charge on my credit card corrected with the amount refunded. Can I get some help with this issue of completion and refund. I have asked and is told they can't find my account. They charged an account (mine) but when asked about it you can't find it. Also, I asked to speak with the tech and was told they couldn't give out the number to let me do that. So, I suggested they give the tech my number with no answer. I need help here. Need a resolution. I want my overcharge on my credit card refunded and my service completed. Thanks ahead of time for your help.

  

  Business Response

  Date: 05/24/2023

  Hi *****, 

  After looking into this I do see your card was overcharged $135.75, I apologize for the error and we have processed the refund. Your warranty company has closed your claim and advised ** not to return, I suggest calling them as we have been unsuccessful in having a phone conversation with you. Thank you. 

  Customer Answer

  Date: 05/25/2023

   
  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:03/04/2023

  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 was a regular customer of NW ********************** for 7 1/2 years fixing various things in my home thus, I am shocked at how I was treated this past repair request. My heat pump wasn't working properly so, called my warranty for repair. (NW Sundance has tended to it two other times about 6 years ago). I paid the copay for service. Repairman came out, gave me his diagnosis, injected additional coolant then left. About two hours later, I realized no heat was coming out of the vents, only air. I called him, advised what he said/did didn't work so, called the warranty company again for a "recall". The office advised the repairman was the best and will comet again 4 days later. I was using auxiliary heat (which costs me double the money from PGE) .. so that was acceptable to me. He came out, re-diagnosed the issue, advised I need a new compressor which I was quoted by warranty covered in full. A week or so late, I found out that I would need to pay $1278 which I asked warranty why if covered? I was advised the recycling/removal of old unit is not covered by FAWH. After waiting about a week, I advised NWS to go ahead and was scheduled for this coming March 13th for install. I was advised to pay another copay labeled "deposit" of $85. I gave my debit card number on a Thursday, they didn't run my card so Sunday night I left a voicemail asking if they can wait 48 hours to run since they hadn't and we were about to experience a freak snowstorm, I needed food to plan on the snow being trapped indoors. I received a voicemail back while I was at the store saying "No", and the supervisor cancelled my install date. I see 26 complaints on the BBB site, my experience mirrors a couple of them listed. I will never recommend NW Sundance to anyone. I am truly saddened that they refused me service over a second $85 payment? (pre-install?). FAHW advised they were not to collect another fee. Now I see why they have so many complaints. If this was my business, I'd be embarrassed. 7 1/2 years

  

  Business Response

  Date: 03/15/2023

  Hi *******, 

  Good Morning, 
  I'm sorry you were unhappy with the service this time. When we schedule an install which always takes the majority of if not the entire day we do require a deposit to put it on the schedule as it is taking the spot of 8+ appointments. That deposit does go towards the amount your home warranty company said you are resposible for. I see your desired outcome is to finish the job, please give us a call at anytime when you are available to pay the deposit and we can get this scheduled for you. Thanks!

• Initial Complaint

  Date:01/31/2023

  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.

  On Jan 2, 2023 my heat went out. I called my warranty company and ** Sundance came out Jan 4, 2023. When the technician arrived I told him the problem and he went to evaluate the furnace. Approximately ***** min later the technician came down and there was smoke and it smelled like it was burning. I asked him if something was burning and he relied Yes, the motor on the furnace blew out. The technician said he had cleared the code and he had turned the furnace on and then it started smoking. He said the fan blew out and he needed to order a new blower. After he had contacted his representative, they had informed him that the replacement blower would cost $1100. He said that my warranty company would not spend that amount to replace it and therefore the entire furnace would need to be replaced. He put in the recommendation. The warranty company denied the furnace replacement, and ordered the blower. The ** Sundance technician came back out came back out 2 1/2 weeks later on Jan 20th to replace the blower. I had heat for 2 1/2 days and then again had the exact same problem. No heat. On Monday 1/23, I informed ** Sundance and they scheduled an appt for 1/26. After inspection, the technician informed me that he thought it was the control panel and he thought that was the initial problem and the previous technician had misdiagnosed it and blew out the fan when he had cleared the code. It is Jan 31 and it has been 20 degrees and I still dont have any heat. The earliest they can replace the control panel is Feb 6. I have repeatedly called ** Sundance begging them to respond sooner due to below freezing temperatures and the fact that this was their technicians error. I have not received any callback from them to try and resolve this matter in a timely matter. I have been without heat for a month d/t a misdiagnosis and they have not tried to make it right.

  

  Business Response

  Date: 01/31/2023

  *********************, 

  Thanks for reaching out. I took a look into this and spoke with the technician that was out to get some clarity. He said it wasn't a misdiagnosis and the blower motor did need to be replaced, once that was done it became clear there was another issue with the furnace. When working under the warranty company they authorize one repair at a time and sometimes it can take multiple as when you make the ************ a second repair further down the line becomes apparent. I'm sorry we are booking out further that you would like, it is not uncommon during the busy seasons to be booked out further than anyone would like. Your warranty company does offer a cash out option (where they give you the money they would have paid the contractor for repair) so you can find alternative solutions if you are unable to wait. If that is something you would like to pursue you can give them a call. We will also call if we have anything that opens up sooner than your current scheduled appointment. 

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18956217
  
  I am rejecting this response because: Yes, the blower did need to be replaced after the technician cleared the code and restarted the furnace, which then blew the motor out. When my furnace went out again, it was giving the exact same code as it was when the first technician came out. I understand the fact that sometimes multiple things can happen, however due to the initial incorrect diagnosis, I have been without heat for a month now. Since it was the initial technicians misdiagnosis that has caused me to be without heat for this long, I feel that it is not unreasonable to ask for you to provide a technician at an earlier date. I also feel like it is not unreasonable to receive a phone call from the supervisor which I have repeatedly asked for. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/19/2023

  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.

  My home warranty company, American Home Shield, contracts with NW Sundance Services. I put in a claim on 10/31/22 because my kitchen faucet had a handle that was loose and wouldn't tighten and a sprayer that was leaking. NW was dispatched and they came out to diagnose the problem. They said they would order the parts and once they were in they would call to schedule the service. They said they order their parts from Amazon so they should be here in about a week or so. Once they left I never heard from them again. I called them about 2 weeks out and the person who answered said they would check with the technician and have him call me. He never called. The following week the same thing happened. The third time I called the receptionist said the parts were on back order and they didn't know when they'd be in. When the tech was at my house for the diagnosis he didn't mention anything about them being back ordered. Meanwhile, my sprayer got worse and it fell apart. At that point, we could only use the spray with a single small stream. This was obviously very inconvenient. I finally called American Home Shield to have them help me with the company. They said they would contact them and find out what was happening and have the tech contact me. What I found out was that the tech put on the order that the job was completed. He never came back, he never called and we paid his company $75. This is a small amount compared to the incredible inconvenience of time wasted calling these companies and dealing with a broken kitchen faucet. NW was paid for a service they did not do, lied about it being done and caused me to wasted hours of my time.

  

  Business Response

  Date: 01/19/2023

  Hello, 

  The technicians don't order parts, they find what is needed and submit them to the ordering department so the technician may not know of back order issues while onsite. Additionally the jobs are marked as complete when the initial diagnosis is complete, we do know whether or not we need to return to finish work. With that said this is a long time to have been waiting and I am sorry the parts have not yet arrived. Since you had asked for no further contact I will cancel the order through Amazon. Please reach out if you would like to have the work finished. Thank you. 

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18841211
  
  I am rejecting this response because:  There is no excuse for your company not to have called us to let us know why things were taking so long.  I haven't once received a call about the parts being back ordered and every time I learned anything about what was going on I was the one who had to call.  I was lied to numerous times by the receptionist who said the technician would call me and let me know what was going on.  In addition to this, your company continually lied to American Home Shield about a technician talking to them and the tech didn't even submit the diagnosis like they were supposed to.  If your company does not like working for warranty companies they should not do so.  The customer suffers because of this and it's not a good business.  I appreciate the apology, but this lack of care for doing good business is far beyond the scope of a simple apology.  I will definitely be telling everyone in the area I live to not have your company do any work for them.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/28/2022

  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.

  We have home insurance through American Home Shield (***). Our hot water tank broke 4 weeks ago. *** sent NW Sundance Services (NWSS) to fix it. They came and said that we would owe $1300ish more on top of the *** payment in order to bring tank up to code. We agreed to pay. NWSS returned 2 days later to replace the tank. My husband had to go to a meeting so gave the technician a check for full payment and asked that he not leave until the water was hot. He left us with a new broken water heater. My husband called him and NWSS back several times with no answer and so we cancelled the check because the job wasn't done. We called NWSS the next day and they returned 2 days later and said a part was broken and ordered it by regular mail (not expedited). We called once the part arrived to have it fixed, over 2 weeks later (still no hot water). Then we got an email saying that the company wanted to be paid in full despite the fact that we had no hot water. We had *** recall NWSS to install the part and NWSS scheduled an appointment to return but never showed up. When we called they said they would not return until we paid in full. We said we would pay as soon as they came back and completed the job (which according to *** included earthquake straps, bracing, and a stand - none of this was done the day the tank was installed). When we said we would hand them the check when they showed up to fix it, they said they would not return and were putting us into collections. We called another company and paid out of pocket and finally got hot water 4 weeks later. They noted several issues with NWSS's work. When I called the company 1 week later to pay for the amount that was owed (not the earthquake part which was never completed), they said our account was in collections. I asked for an itemized bill and they refused and said it could only be shared with ***, despite the fact that we are the ones being charged. I want an itemized bill from NWSS for work performed.

  

  Business Response

  Date: 09/29/2022

  Hello, 

  The water heater we installed was working properly when our technician left, we did return and find a manufacturer defect that had nothing to do with out installation. We ordered the parts and intended to return to install them as soon as they arrived. Since you cancelled the payment for the work that was done we did inform you we would need payment for services rendered, we were told the payment would not be made and it was sent to collections. You will need to contact your warranty company for further assistance. 

  In regards to a break down we give the warranty company the list of items and prices associated with them that need to be done. They give us a dollar amount due from the customer, they do not give us a break down of what that total dollar amount entails. They also do not allow us to disclose what they are paying, so for any breakdown of items you were responsible for you do need to contact the warranty company. 

  At this point there is no further work we can do for you, the collection agency will contact you regarding they payment and your warranty company will assist you with assigning another vendor. 

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18143464
  
  I am rejecting this response because:

  You said that our water heater was functioning properly when the technician left.  While this is debatable, since my husband went downstairs right after he left and it wasn't working, your response to my complaint highlights a huge issue:  You said that the water heater was working properly and your technician accepted a check for full services but did not complete the full services quoted to our insurance company (American Home Shield).  Why didn't he complete the rest of the work you told AHS you would perform? Specifically, your technician did not perform the earthquake straps, bracing, or stand, which totaled over $400 (per AHS), yet he left with the check in hand that covered payment for these things.  My husband cancelled the check because the work was inadequate (no hot water) and incomplete.  The fact that you tried to cash a check for services not rendered suggests fraudulent business practices - i.e. you are quoting a bunch of things to the insurance company but then not delivering on these things, yet are still charging the customer in full (which is not difficult given the lack of pricing transparency and your ability to hide behind the insurance company). Sending a list to the insurance company and then not performing everything on the list but charging the customer for everything is concerning and the BBB should investigate this further. 

  

  Business Response

  Date: 10/10/2022

  The water heater was functioning to the best of his knowledge, it does take a few hours to heat up and he can not sit there waiting. As soon as we were contacted regarding the manufacturer defect we did schedule a return with intention to get the water heater working. Your warranty company does tell us the amount due from you, so if you have any issue with that amount you need to contact them. Since services were rendered and not paid for this will not be pulled from collections. You need  to contact your warranty company with any further questions or concerns. 

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18143464
  
  I am rejecting this response because:

  Again, only partial services were rendered.  Happy to pay for partial services rendered, but will not be paying for the work you failed to do, yet charged us for.
   

• Initial Complaint

  Date:08/12/2022

  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 Services billed me for work that was never completed. They replaced a hose bib and claim they did "pipe modification." This is not true. They only thing they did was replace the existing hose bib. They made me pay a deposit of $75.00 and are trying to bill me for an additional $228.52. Both hose bib replacements are covered under my warranty through American Home Shield. They don't cover "pipe modification" which is what the company is trying to bill me for. I shouldn't own the company and additional money for their service and should be refunded the $75.00 since there was no out of pocket expense for me.

  

  Business Response

  Date: 08/15/2022

  Hello, 

  I see you spoke with our office prior to the appointment and agreed to the cost that your warranty company said you were responsibe for regarding the pipe modifications and scheduled to move forward. On the day of your appointment you spoke with both our office and the plumber who explained the pipe mods and what was done. I am sorry you do not agree to the charges but you would have needed to notify our office prior to the work being done as opposed to agreeing to it and then asking for a refund after the work was done. It does need to be paid for and no refund will be issued. 

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17710688
  
  I am rejecting this response because your claim of "pipe modifications" are part of installing the hose bib which is covered by my insurance company. 
  
  Sincerely,
  
  *********************