Sunrise Windows & Door Depot Ltd

Buyer beware of Sunrise windows and doors. Make sure the salesman writes down every last word he says to you,and check the contract thouroughly that he did write down exactly what was discussed.Here is my story:

When I ordered my door from their salesman Ray, I thought I was getting the item we had picked out of one of his books. But, for some strange reason, he wrote down the wrong door on the contract and I recieved a door that was over 4 1/2 inches too small for my opening. When I went in to talk to George about it he told me I recieved what was written on the contract and that I should be more carefull what I sign. Why would I order a door that was that much too small, and why would a salesman even sell a customer something that wasn't right for them I ask.
Well, I showed George the door I thought I was getting in the sales book and after some convincing, he relented and re-ordered the right one for me ...for an extra $400. I originally ordered the door on July 28th 2011 and it was finally installed on Dec 5th 2011...a ridiculously long time but I got the right door and I thought my troubles were over...well they were just beginning.

One week after the door was installed, I noticed a few problems with it, the most serious being that the sidelite would bind on the divider post when it was opened and closed. The divider post was bent. I sent an e-mail to the service dept and waited for a reply. When I hadn't heard anything by the middle of Jan 2012, I called and set up an appointment for Jan 20th. I waited all day for the service man to show up and at 3:00 I called to find out what happenned and set up another appointment for Feb 3rd.

On Feb 3rd the bent post on my door was repaired with a 1/2" x 1/2" piece of stick jammed between the window frame and door post. REALLY! This "brace " as they like to refer to it, was bending from the strain and it interfered with the operation of the blind mechanism in the window. I had a building inspector inspect the door and in his report he detailed that the door was improperly installed and should be removed and reshimmed correctly.
I again met with George to tell him I was not satisfied with their repair they had done, and I presented him with the inspectors report. He informed me that this has been a problem with these doors for some time and that he was working on an experimental repair that would be better, but I would have to wait a few weeks longer. This was the middle of Feb.

I waited till the middle of March to call and find out how they were progressing, and George told me it would take a few weeks longer. At this point I was fed up with waiting for them, especially for an unproven experimental repair, so on Mar 19th I asked them to come remove the door and give me my money back.

Well, that got me a nasty e-mail from the GM; suspiciously written in George-like language and suspiciously sent from George's e-mail address. This e-mail states that they did their best to satisfy me and that I refused their repairs,and that the bowing of door frames is not a warrantied item anyway. They also wrote that building inspectors are not qualified to inspect door installations, and they would come out and do their own inspection, but I would have to pay $125 up front, and if in their opinion there was nothing wrong,I would not get that back. It sounds like they have been aware of this door post bowing problem for some time, but they still sell these units to unsuspecting customers and then try to get away with mickey mouse repairs on them.

There are other issues with this unit that I have not written here; like the blinds not operating properly and the window lite frosting up when it got cold, but I just wanted to detail the worst.

It's easy for a company to have good customer service when things go right. It's on the hopefully rare ocassions when something goes wrong that a person really finds out where a company stands on customer service, satisfaction, and commitment to quality. Sunrise has failed on all counts in my situation and I will be telling anyone and everyone to stay clear of them.I have never been treated as unprofessionally as I have by the people at Sunrise.

i am very satisfied with the work done. The guys that came in were very professional and friendly. They were quick and efficient. They had our windows installed within the day. The price was was reasonable. If we had to, we would use them again.

We had all the windows in our home replaced, the order came in earlier than quoted and the job only took half the time quoted, was very impressed! The crew that came in was very professional and cleaned up everything after they were done, and an inspection was done a few weeks later just to make sure we were satisfird

Had our first batch of window replacements done by them after getting quotes from several companies. Their quote was by far the best and the product was exellent. Product was received and installed within the timeframe estimated and we are very happy with the results. We will do the rest of our windows with this same company because of the product quality and the customer service. Very happy!

the warranty starts when you buy the door not when it is installed. So it took them 2 months to install and now the door handles don't function and in winter the doors wont open. look good...dont work.

When I moved into my home a couple of years ago, it was only around 5 years old. Sadly, most of the windows already needed replacing. I researched a few different window companies and found Sunrise to have the most upfront and honest salesman. Waylon even explained why a couple of my windows didn't need to be replaced, when he could have easily sold me more. The customer service continued from there. My windows arrived when I was told they would. The installation was only delayed a couple of days due to extremely cold weather, but I was notified right away. The installers were very respectful of my home and property, and did a fantastic job installing my windows.
Thank you Sunrise. Great customer service seems rare these days. So, when I experience it, I will tell everyone.

We ordered Energy Star windows, but did not receive them from Sunrise. They twisted the truth about our order, stating that we had not requested ES windows. We lost out on $320.00 energy rebate and $350.00 we paid for energy audit. Poor workmanship, oak window casings were split during pinnig and Sunrise refused to repair or replace. Work was rushed, workers were dirty and rude - no tarps to protect hardwood from plaster, wood chips and workboots. Would never recommend or hire again!! Prchaser is a senior. BUYER BEWARE!