NW Sundance Services
reviews and complaints

***UPDATE!

**DO NOT USE THIS COMPANY!***

****EVEN if through a warranty Co!****

So basically after almost 3 months, literally DOZENS of calls back and forth (that is IF you could even get a live person and/or there voice mail box wasn't full!) They finally showed up today with the heat pump (MIKE the installer is a VERY nice man and I do not blame him at all other than for his choice of employers), they were supposed to call Mr Friday go verify no matter what the the part did or didn't show up and if they would still make today's appnt, they did not call... fast forward to today and Mike shows up, they made him demand the balance of a uncovered labor up front (after many calls back and forth before this and them blaming everything on my warranty Co they said they could not give me costs of charges and I had to call my warranty which I DID and they gave me a full breakdown of what was being charged and not, come to find out the extra almost $800 they tried to make me pay was for a "line set modification" that wasn't even needing to be done! Also found out that EVERY other charge they sent to the warranty company had such highly inflated pricing by a average of X5 AND included other "work"/upgrades that they actually wouldnt be/need to do(!) was what maxed out my warranty and aloud them to charge me the "uncovered portion"... guess they didn't expect my warranty to actually give me the breakdowns of it all!), anyway so I questioned it and asked WHY I had to pay it up front if we didn't even know yet if it needed "modified" (again, really we already verified it WOULDN'T by a 2nd AND 3rd party local HVAC companies!) And when she rudly kept arguing with me and cutting me off/talking over me while I was just trying to give her the clarification info SHE told me to get from the warranty company in 1st place(!) I did finally have enough and yelled over her (NO cussing or name calling or anything like that!) Just to get her to stop so I could talk, she of course used it as a excuse and I apologized sincerely and just asked her to PLEASE give me the same respect as she's asking from me and she just got even ruder, told me that even though she wasted her installers time by having him drive all the way down here she was not going to let him install it, refused service and made him leave and (only time EVER in almost 3 months she actually made a call right away) called my warranty and made them transfer it to a different hvac co... ALL because i actually made the effort to call them out on there FRAUDULENT and unethical EXTREME inflation of the charges and all I was asking it for them to talk out the breakdown of the charges and work and if then it really was all necessary and legit I'd pay no problem (AGAIN I've been trying to get all this worked out for literally months so it's not like they didn't know!)... unless you like to waste your time and money (reminder, the #1 reason this took almost 3 months was because THEY "lost" my paperwork for a month, then promised to make up for it and make me a priority which actually took another month! Aka, they did ZERO to actually try and get it handled as they should of which also was the cause for me to have to give in and spend almost $1k on portable A/C's just to be able to get my house inside under a 100+ deg in the evening for last few weeks...) I'd NEVER use this company, half because of there time-line and other because of there MISRABLE customer service and bad work ethic... (YES I'm also filing a BBB complaint against them along with posting this everywhere I can within my legal right)

It took them almost a month before they could even come diagnose the issue (which it's the season for that so that's not to major of a deal). BUT now for the last 3+ weeks all I get is the run around about why the new heat-pump isn't getting replaced yet, keep being told the supervisor is stepping in and handling it and I'll get a call or email etc etc but never do i...so in total I've been without our a/C or heat for almost 2 months and basically being told by the warranty company that the paperwork they should of sent in on day ONE still hasn't even been sent in! I've left multiple messages but most days there voice mail is FULL so it just hangs up on you ... Sundance keeps blaming it on the tech who came out (which HE was great actually) and/or warranty company, the warranty company blames Sundance... I just want my stuff fixed or at least COMMUNICATION!

I would like to inform you of the unacceptable service and follow up that I received from one of your plumbing contractors.

NW Sundance Services
CCB #193198/163547

ID#[protected]

On July 7th, a technician named Brent was dispatched to our home to address 2 very simple plumbing issues.

1. leaking toilet upstairs
2. non functioning flush mechanism from downstairs toilet.

Despite informing the company prior to his arrival that they would need to diagnose a leaking toilet, the plumber arrived at my house without even a test dye kit to diagnose the leaking toilet and hence was unable to diagnose the leak and simply stated he didn't know why my toilet was leaking(which we confirmed earlier that day with a test dye kit mailed to us by the city of bellevue). He states that my high water bills were due to another leaking source that he had no way of diagnosing and suggested should just go hire another plumbing company.

He then confirmed that my downstairs toilet could not flush, and said he would come back to fix it because he did not have parts. Then his company refused to come back out to do the simple flush repair. AHS only later informed me that he claimed there was a missing flush mechanism which is blatantly false because the mechanism is there(I sent photographic evidence to the president of the company) and it is just not functioning properly. Hence AHS denied the claim due to "missing" part.

The president of the company made no attempt to rectify any of the issues despite my several complaints directly to the company about this service.

Here is what I am requesting.

At the minimum I should receive a refund of the service fee which was wrongly collected as no service or even diagnosis of my problems were completed and also further compensation for the immense amount of time I wasted trying to get this simple plumbing problem fixed through using AHS and this poorly managed plumbing company contracted by AHS.

I would also a refund of the 600 dollar premium I paid to AHS for this warranty because of the poor service and customer relations of NW sundance services, I simply can not trust that AHS will send me competent people to fix any future home issues if they can not even send a plumber to fix a simple toilet leak and flush mechanism.

Please also CC a copy of this email to the following AHS corporate leaders. I will send a letter to the corporate office headquarters in Memphis if you are unable to confirm that they were sent a copy of this email.

Principal: Mr. Tim Haynes (President)
Customer Contact: Ms. Lynn Schroeder (Claims Management)
Mr. Mark J. Barry (Chief Marketing & Strategy Officer)