Complaints

• Initial Complaint

  02/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  05/13/2024

  All fees have been returned 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  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 response

  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,
  
  **************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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 response

  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

  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

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩