SUNDANCE Energy

While the company initially appeared professional and conveniently local, and their staff were friendly and polite in communication, our experience with the technical service was disappointing. The main fireplace work was completed in the summer, but by fall, the gas fireplace stopped functioning properly. A technician was dispatched under warranty — which I appreciate, as they provide a one-year warranty — yet after two visits, the issue only worsened. Communication, punctuality, and the speed of responses are also good sides of this company. Although the technician was courteous and professional, his diagnosis proved incorrect. Independent testing and measurements (without any interference with the equipment) showed the problem was unrelated to the “turbulence” he claimed. I provided all my findings and data to him directly, after which the company decided to refund all charges except for the diagnostic fee — despite that diagnosis being wrong. Each service visit was delayed 1–2 weeks due to their workload both in summer and fall. The day after the company confirmed the refund and the end of service, another vendor visited on the same day. Without telling him, he verified my conclusions and fixed the issue within an hour by replacing a small pilot orifice — a part included in the original repair order but incorrectly installed for a different gas configuration. The repair was completed twice as fast and at half the cost. Prolongated tests afterwards proved the correctness of the second vendor's work. In summary, while the company’s staff are pleasant and responsive, the technician’s unwillingness to acknowledge diagnostic errors led to unnecessary delays, unwillingness to listen and work with clients, and costs. Persistence in the wrong direction is the enemy of accurate diagnostics and a successful business.

Bryan is wonderful! He has helped me so much with my fireplace multiple times. He is so knowledgable and skilled and a big help with all my Sundance systems. Initially, he came to service my old stove and discovered it needed replacement. While he was here he helped me to choose the right replacement which has been a wonderful part of my home. So glad I chose Sundance for my heating system replacement and grateful that I can call on Bryan for service!