NW Sundance Services

MN P.

We purchased our home earlier this year in March. A few months in the pipes in our bathroom started leaking. Our home warranty routed us to NW Sundance Services. The leak started Sunday evening so we were not able to call our warranty service until Monday. We were originally scheduled for Friday (5 days out). We asked to be placed on a standby list in case there were any cancellations earlier in the week.

Luckily there was a cancellation on Thursday and someone was able to come out a day earlier. Craig E was our plumber and he did an amazing job. As a new homeowner he was happy to walk me through everything he was doing and why he was doing it! He was able to solve the problem of the leaky faucet in the shower as well as the leaky sink faucet. He drained our pipes and cleared out some really gross debris.

On top of fixing our two leaky faucets, he noticed that our sink drained slowly so he went ahead and checked the pipes draining out. He was able to remove a rodent-size glob of hair/debris and the sink drains AMAZINGLY now.

We would definitely request Craig E to come back out again in the event that we have any plumbing needs.

Craig E was thorough, patient, extremely knowledgeable, and left our bathroom cleaner than when he entered.

Scot T.

First the good. Matthew, my technician came out to address a water draining issue with my attic AC unit. He did a great job diagnosing what the problem was (which wasn't what I thought it was) and fixing the issue in short order. He told me what to look for to ensure everything is working as it was supposed to and reminded me to call them if I see any other issues with the AC drainage. He was a consummate professional and did a great job.

The Bad. NW Sundance Services needs to figure out how to schedule their jobs. I called and scheduled an appointment. They gave me an appointment 9 days out and I thought I was good to go. Then, at 4:30 pm on the day before my appointment, they call to tell me that they are overbooked and need to reschedule. I ask if they can come out the following day...nope, you have to wait five more days. WTH? Can they not figure out scheduling conflicts prior to the day before. I asked to talk to one of the managers but they gave me a BS excuse that he was in a meeting and wouldn't be able to talk to me. Fine, I rescheduled. No manager called me back to follow up. Probably didn't care.

Technician was great, scheduler's need to take a class on how to schedule.

Viviana D.

Used my American Home Shield insurance to request service on my garbage disposal. They assigned the job to Sundance Services and my kitchen sink was back in working order within 3 days. Our technician Jorge was flexible with the appointment time, super friendly, and fast! I will definitely be calling Sundance back with any future plumbing issues.

Sandy S.

These plumbers are the most expensive plumbers I have ever had. I feel totally ripped off. AHS did not cover my plumbing problem and they over charged me! $300 an hour for their services. They were here for 2 hours and it cost me $600. This makes me sick.

John W. the owner negotiated the price with me this morning. I am satisfied with the results. Beware of AHS as noted in a previous review. This should not happen to anyone.

Teri M.

My husband and I used to be loyal customers of Northwest Sundance, Clackamas location. Sadly, that is no longer the case. My issues didn't begin with our current service request and subsequent issues, but in our previous home with poor repair of our heat pump, and one of your staff being aggressive, bullying, hanging up on me and refusing to allow me to speak with a manager stating ""there is no one but me.""
We attempted to work with your company in hopes we would have a better experience, appointments have been scheduled, canceled the day of the appointment and rescheduled. This seems to be s common business practice. I have reached out and left messages requesting a manager call me, and none of my messages have been returned. A tech came out for a revisit on Tuesday, 6/20/17, and our furnace still isn't working. I called your company and explained the importance of repair due to impending high temperatures and my mother's medically fragile condition along with dementia and sundowners, and I was met with ""we have nothing for a week."" Your supervisor believes she needs to explain my warranty to me, and I bought the warranty and am well versed in what is provided. She interrupted, argued, did not attempt to find a solution or accomodate me in any way, but implied this is all my problem.

I contacted AHS, and requested another company. I was referred and contacted the company and explained my concerns with my mother's fragile health. The dispatcher was understanding and empathetic, and asked if she could call me back. Within 15-minutes I got a call. Although they did not have an available appointment for a week, the manager himself came out within and hour and repaired the problem that your company was unable to repair in two visits.

I would encourage you to provide the Clackamas office with much needed customer service trainings. How to communicate, listen, problem solve and retain customers might be a good business strategy.

I have asked AHS to remove your company as a referral source for my warranty.

The old adage says that it cost 5 times more to acquire a new customer than to retain an existing one. Some feedback for your company and staff:
A loyal customer is more likely to refer you to family and friends.
The majority of small businesses report that the majority of their monthly business comes from recurring customers.
A loyal customer is more likely to leave a positive review for your company on an online forum, or comment on social media.
The lifetime value of a repeat customer will far exceed the value of a one-time customer.
New customers are great, but loyal customers are your bread and butter.

Marc T.

The worst service when it comea to the techs and costumer service didnr fix the peoblem didnr even want to make an attemp to even take a closer lok at tbe probkem and when i tries to explain the problem to the person in charge she basically call me and my wife a liwr i cant believe that such a big comoanie can be si incompetent

Erica S.

I called my home warranty company in Feb and this company was assigned to my claim. They NEVER called. I filed another claim in May and NW Sundance came out, told me they needed to replace our heat exchanger and someone would call us. NO ONE called. I called my home warranty company and the claim was closed because they were told the repair had already been made. Flat out lie. They turned our furnace off during the inspection because of carbon monoxide so we have no heat in the house. Home warranty company said the would call and email NW Sundance and I told them good luck. I have left multiple messages with NO response. I wish I didn't have to use this company!

Anna T.

When my home warranty company (First American) chose NW Sundance to work on our plumbing problem, I researched the company and read some of these reviews, which left me a bit scared. Our experience ended up being great though! We got an appointment with them for the very next day with a 12-5pm window. George called 30 minutes ahead and was at our home when he said he'd be. We were having a problem with our tub/toilet/shower draining properly. He knew immediately what needed to be done and went out of his way to communicate with our home warranty company to get extra procedures covered for us that First American doesn't normally reimburse for. He snaked our plumbing and found extensive root infiltration. Normally, First American would be done with us at this point and deny any further repairs because it would appear that the plumbing issue lies outside of our foundation (based on the root infiltration and the length of the snake that it took to reach the blockage) and we are only covered for within our foundation, but George went to work. He spoke with plumbers that had recently replaced all of the outside plumbing before we bought the house, got them to come out for some follow up work free to us, and spoke again with the home warranty company to relay the info about our previous plumbing work and to encourage them to do further diagnostics to figure out definitively where the blockage lies, giving us hope that the repair may be covered. I felt George went above and beyond for us, and was very competent and professional. He was considerate of our home and cleaned up the area he worked in. Now we are waiting on our home warranty company again to assign us a contractor to do more testing and hopefully fix the problem, but we were very happy with the work that George did.

Jennifer S.

To be fair, I have actually had two services experiences with NE Sundance. The first was a simple heater repair through our home warranty company. The technician showed up on time and fixed our heater efficiently. We have had no problems since. My husband and I had been planning to replace the whole system and Sundance was at the top of our list.

Our second experience with this company was also through our home warranty company. The water heater went out and NW Sundance came out to diagnose the problem. The water heater was beyond repair and they gave us an estimate of $519 above and beyond what the warranty company would pay for replacement. I understood we could incur some costs; however, their fees were 400% (or more above the actual cost of the items.

For example, $110 for a permit that costs less than $10 in my city. A ball valve is 13.25 at Lowes and took my husband a few minutes to install. They had the price listed at $125. I have had my entire home remodeled and never seen mark ups this high on an estimate.

After seeing these mark ups, we decided not to have NW Sundance install our water heater or do any further business with this company.

ETA: In response to the owners comments, Thank you, I do have a solid understanding of what is takes to run a business. I operated my own for years. Regarding our water heater, I also spoke with another company regarding the installation. I have no issue with mark ups in general.

My issue in this case was two fold. There was a distinct difference in the ""reasonabiilty"" of the prices for the warranty company vs the ones for us. Additionally, I have worked with contractors before. I have also had a water heater installed before and reviewed multiple bids for installation. Mark ups are always high but the average mark up was substantially less than what I saw on that bid.

Katrina D.

I was really nervous about my service appointment after reading some of these reviews. I didn't choose NW Sundance, my home warranty company (Fidelity) did. But I can't say enough good things about the whole process. I was contacted within 10mins of submitting my online service request. The earliest appointment was 5 days away but thankfully on a weekend so I didn't have to take off time from work. They gave me a 4 hour window and the service tech was Craig and he called me 20 mins before arriving. He was so friendly, diagnosed the problem within a couple minutes and ended up needing to change out the water heater. He was done in a little over 2 hours. I wouldn't hesitate to use them again and I plan on renewing my home warranty again this year because it paid for itself three times over.