Sunrise Windows & Door Depot Ltd

Complaint: [redacted] I am rejecting this response becauseThis will be my last response and I will consider the matter closed.First I would ask Sunrise Windows (SW) to spell my name correctly I all ever wanted was to have an intelligent conversation on the descrepancies, cause by SW all I received was deflection and accusations that the issue was my problem, please note these responses from SW was all email no one had the decency to dialogue with me.As far as I am concerned Sunrise Windows is an incredibly unprofessional company and the manner in which I have expressed has been within my legal providenceI hope this complaint remains on record to allow others to be aware of their poor customer service.Regards,*** Sincerely, [redacted]

Complaint: ***
* ** *** *** *** *** *** *** ** *** ** *** *** *** *** *** *** *** *** *** *** *** *** ** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** *** ** *** ** *** *** This is accurate and as *** ** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** ** ** *** *** *** *** ** *** *** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** ** ** *** ** *** *** ** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** *** * *** *** *** *** *** ** *** *** * *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ** *** *** ** *** ** *** *** *** *** *** *** ** *** *** ** ** * *** *** *** *** *** ** *** *** *** ** *** ** *** * *** *** *** *** ** *** *** *** *** *** *** *** ***
*** *** *** *** *** ** *** *** *** ** ** *** ** ** *** *** *** ** *** ***
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*** *** *** *** *** *** *** *** ***When the Service Tech arrived to *** ***'s home on Friday morning to check the service request issues upon arrival.-The basement window was caulked on the bottom already. This is not accuratePhotos were sent to Harland, the photos clearly show the missing caulking.-The sash of the hopper was sealing and operating correctly. This is not accuratePhotos were sent to Harland and John also agreed it was drafty and suggested that we put up plasticI requested that the windows be fixed, we shouldn't have to put up plastic on our brand new windows.-The casement hardware was also operating correctly as well. This is not accurateI also have photos showing the issueJohn told me to wait until the hardware stopped the window from workingAt that time the hardware would be replaced and we could pay the labourI was not satisfiedI had just purchased brand new windows and the hardware should have been replaced. However *** *** was not satisfied with this and demanded that John adjust the operating bar, which as her wordsas per her email to me "After much Disagreement" adjusted the bar and was advised the window will no longer be warranted............and now has new problem due to the adjustment asking via email "What can I do in order to have this replaced under warranty?".;.........it will not be repaired under warranty as already advised. At no time was I advised that the window will no longer be warrantedThe window should still be covered under warranty, the hardware issue was present right from installationIf adjustments from Sunrise service men void the Sunrise warranty, then the hardware should have been replaced as originally requested. The hopper window's black weather-strip inside that sash was inspected during the service call with her present and sealing. The hopper window is not a double weather-strip window system, its weather-strip is a black bulb and is around the inside of the perimeter of the sash as shown in Sunrise Windows showroom and her homeThe white mohair strip around the inside perimeter of the sash is not a sealing system just a dirt preventer strip only and it is shown as suchwhich is unmistakably clear being used as that purpose only............ and again as shown in Sunrise Windows showroomAt no time did John the service guy tell me the sash was a dirt preventer stripI'm not sure why there would be a dirt preventer on the inside of a properly sealed window to begin withJohn indicated that the only way to fix the draft, would be to re-install the window or I ocould put up plastic over the windowsRegardless of the function of the sash, the hopper windows are terribly drafty and this needs to be addressed, covering them with plastic is not addressing the issue. services was completed and charged accordingly..............all other indicted issues/services (hopper window)are not required to be resolved...........All other issues are not warranted for no charge repairs. The entire service call was warranted and John told me that there would be a follow up about the drafty hopper windowsI reached out a week later and received no responseInterestingly enough, the day after I submitted a complaint, an invoice was sent.** *** *** *** *** *** *** *** ** *** *** *** * ** *** *** ** *** *** ** *** *** *** *** We spent $14,on new windows, I don't think it is too much to ask that they perform properlyI am also happy to send copies of my photos again that show proof of everything listed aboveI trust that Sunrise will ensure things are looked after properly this time
Sincerely,
*** ***

Order #*** Customer: *** * *** Sunrise Windows service calls are resolved with 2-weeks depended on parts, availability of customer and/or type of service request or in this case requests..............not including weekends or winter holidays(shutdown weeks) *** ***,
after she had her windows installed called on Dec and had numerous questions and inquires over weeks, from questions regarding her windows and its is installation ,condensation inquires to even what humidifier she should purchase as well as many more Sunrise Windows answered all her concerns and questions until, AS PER HER EMAIL on Wed Jan at 1:PM......When Sunrise Windows was requested by *** *** to do a service call ,which was scheduled by her for Friday at 9:am with a Sunrise Windows Service Technician to address the following service which she required corrected -Caulking outside her basement window on the bottom, needs to be caulked as it was missing according to *** *** -Also to fix her sash in the frame of her hopper window which is not square/straight and due to this issue was not sealing and was leaking air-To review the crank hardware which not operating correctly When the Service Tech arrived to *** ***'s home on Friday morning to check the service request issues upon arrival -The basement window was caulked on the bottom already -The sash of the hopper was sealing and operating correctly-The casement hardware was also operating correctly as well However *** *** was not satisfied with this and demanded that John adjust the operating bar, which as her wordsas per her email to me "After much Disagreement" adjusted the bar and was advised the window will no longer be warranted............and now has new problem due to the adjustment asking via email "What can I do in order to have this replaced under warranty?".;.........it will not be repaired under warranty as already advised The hopper window's black weather-strip inside that sash was inspected during the service call with her present and sealing The hopper window is not a double weather-strip window system, its weather-strip is a black bulb and is around the inside of the perimeter of the sash as shown in Sunrise Windows showroom and her homeThe white mohair strip around the inside perimeter of the sash is not a sealing system just a dirt preventer strip only and it is shown as suchwhich is unmistakably clear being used as that purpose only............ and again as shown in Sunrise Windows showroom services was completed and charged accordingly..............all other indicted issues/services (hopper window)are not required to be resolved...........All other issues are not warranted for no charge repairs

Initial Business Response /* (1000, 8, 2015/09/09) */
RE: Case# *** ***, ***
Windows were inspected and signed off on final day of install with no unresolved issuesIn fact the client wrote a comment on the sign off paper "I appreciate the final product."
Customer had one service
request after windows were installed which can be for an adjustment to be required from time to timeThe service took forever to get complete as Mr *** fails to mention his non cooperation with Sunrise hours of business and demanding weekends only which we are closedFinally I had to get involved for my staff, and I emailed Mr*** with Sunrise's service hours and upcoming availability in our schedule, asking him to make a decision or we would file the service complete and move onHe replied with a simple date and so we proceeded
A Window was adjusted by our service manager and allowed inspection by the customer to operate and testAll other windows were inspected as a courtesy since we were there and all were okThe service was then signed off complete by the clientIt's amazing the client comments we spent minutes then left, yet we inspected all the windows and he signed off that we did
Mr *** has full frame windows with brickmolds and sometimes the windows are tight to go in as we measure them to fit as close as possible on the Exterior of the home between stucco, siding, or brickThis has no bearing on the operationIf the window actually had too much stress on it the pvc would crack under that pressure before anything happenedThe design of the brickmold full frame window provides lots of insulation roomThis is where movement issues would take placeThere would also be issues with the pvc first not with operationAs Mr *** requested touch ups on the insulation during the install if the frame of the window was too tight not allowing movement it would not be possible to insulate eitherAnd if that were the case he would never accepted a non insulated window nor would sunrise install one that wayRegardless it doesn't apply to adjustments
Mr *** warranty provided him with free adjustment within the first year of contract signingThat has both been used up and expiredAdjustments are part of regular maintenance and can be performed by the homeowner or they can hire a professional to do soAs other professionals our services have a cost and Mr *** refused to pay this fee for Sunrise to come out and inspect his window issues
If windows are left still and non operating over lengthy periods of time in a single position they can shift and move with expansion and contraction into a settled stateAlso when this happens the moisture that has been on the windows and dried up several times, causes the rubber gaskets to be sticky the first time the window is operated nextRegular maintenance for this would require possible adjustment and cleaning of the rubber seals as well as possible lubrication of the hardware
Mr *** also claims no one calls him back, everything goes to voicemail and we never respond to himWell Sunrise does not have a voicemail phone system for any employeeSo that's untrue
Attached documents are emails for the service request that he declined as well as an email from when he would not cooperate with service bookings etc
Sunrise has already declined a new windowNo one even truly knows what's wrong with the window as Mr *** has not had a window expert inspect it, and also adjustments don't require a new window being built, that would be hardware solution
Initial Consumer Rebuttal /* (3000, 10, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are correct in regardyou do not leave a voice mail messageA message is actually left with the receptionist, which then typically does not get a call back
in either case the window in question was operational on the day they installed itA day later it would not work properlyit did not operate again until they came and adjusted it in Oct of last yearThat again is the last time it operated properlyOther than those occasions the window has never workedIf the window requires adjustment after each use then it is rather useless and certainly not of the same standard or quality of the balance of windows they provided
***
*** I will get the window replaced by someone else and move on

Complaint: ***
I am rejecting this response because: While I could respond to each item outlined by Harland, I no longer have the patience to continue arguing with such an unprofesional individual* ** *** ** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** ** *** *** ***
Sincerely,
*** ***

[redacted] ID [redacted]Response to, again another message from consumer which is similar to customers prior conversations and requests prior to her service requests in December which seem to continually go on and on ignoring Sunrise Windows responses even from the Presendent of Sunrise Windows. This is why it takes months to try and resolve her issues.[redacted]So to reverse your non warranty service charge and reinstate your warranty on the casements  that you had the hardware modified would be by Sunrise Windows with final approve from the President of Sunrise Windows who tried to address your many concerns and inquires in December ,[redacted] that already speaks for itself regarding your request for offering good will and ignoring our contract and service terms......request denied. However you can on your own  reinstate the remainder of your windows warranties by remitting your payment to the non-warrented service charge that has now gone into collections before your contract is deemed sold "As Is" due to non payment. Please be advised that all future service requests,  when payment is made and warranty is reininstated that are questionable, non-warranted or inspections are required a pre-payment before service is initiated if found warranted a refund will be issued.The customers many inquires and concerns were addressed via email by Sunrise Windows, many over her inquires should have been asked by her prior to the sale as well as most of her questions/inquiries were already answered on Sunrise Windows web site including her feeling a draft from her basement Hopper Windows (see "Convection of Windows") or she could have came into the showroom and factory as suggested by the Presendent of Sunrise Windows NOT send a service technician to the site as her inquires were not a service requirement Instead this was declined by the customer  as she did not want to read anything or come to the office. Instead the customer demanded a service request saying her hopper Windows were not caulked on he bottom of the window causing a draft and her casement was not operating correctly. Upon inspection  by the service tech at her premises this was not the case both were installed and operating correctly which made the service request chargeable..... This again is a repeat response being ignored.To sum up the customers concerns regarding her draft she feels from her Hopper Windows that she currently does not have that issue today and her Windows are now complexity finished inside, but why the draft does she feel coming off the windows?Hopper Window ComplaintThe Customers windows were not finished during the time of the complaint as per her pictures as Sunrise Windows does not consider windows with NO casings finished as well the weather at the time also was below minus (-20) Celsius this exceeds the performance of DB Low E/Argon windows and condensation in high moisture rooms will appear as well as drafts off the window will be felt as in this case here......again review the information provided on Sunrise Windows web site"Convection" that the customer did not want to read before.Thie is the number one reason that window companies design triple pane windows and customers pay more money for there windows so that when extreme cold weather condions occur as in this case here those things that the customer is having a issue with don't occur, it is  not to charge more money to the consumer.....so the customer will experience this again when the weather conditions apply again.There is nothing to fix,repair or replace  nor can Sunrise Windows put Triple Pane glass in her current Hopper Windows....Sunrise Windows has however due to consumer demand designed a Triple Pane Hopper Window currently to date which Sunrise Windows had just agreed to release our extrusion to other major window companies for sale which is now being sold by them proving Sunrise Windows products are superior in design including the Hopper Windows that were previously sold.The service request by the customer was to caulk the bottom of the Hopper Windows installed in her basement windows causing the draft as they were not caulked according to the customer.....upon inspection by the service tech those windows were already properly caulked on the bottom upon his inspection and pointed out to her by the service tech......service was not required. Casement Hardware ComplaintSunrise Windows warranty on Window Hardware ,as stated on our web site is a Lifetime warranty for DEFECTIVE  hardware including a two year labour warranty for replacement as well as a 90 day ADJUSTMENT warranty.However this was NOT the service that was performed on site by Sunrise Windows tech.Sunrise Windows Hardware are installed by our factory techs to exact locations on the window set by the hardware manufactures recommendations modifying/altering windows such as hardware  locations  as stated in Sunrise Windows warranty will void your warranty on those windowsThe hardware that was on the customers window due to its size was a double arm hardware which upon opening and closing will rub together as the other arm crosses above it like the one in Sunrise Windows showroom, this is NOT a defective in the hardware or is a adjustment required(adjustments are only for 90 days and would have been chargeable to the customer regardless). The hardware was reinstalled in a different location then the factory set that was demanded by the customer regardless of the service techs recommendations.This was confirmed and verified by the customer email that she had to argue and demand with the service tech to finally do this request for her and how can she get the service tech back to do some more.....this was also reported by the technician upon return to the factory  and her windows with the altered hardware were marked in her file as Non- warranted for modification performed on Sunrise Windons product as stated in the warranty.....those windows effected will NEVER be reinstated for warranty and are a chargeable service.Sunrise Windows will NOT have the customer apply there interpretation or imply Sunrise Windows warranties NOR will Sunrise Windows allow the customer to determine operational or if a component is fit for operation that overrides our service technicians.Repeat-RepeatAll Requests by the customer are declined and Sunrise Windows course of action will be re-instatedSunrise Windows has concluded with this customer and will not continue reinstating its position again again to the desire of this customer as we know this will keep continuing from our past experience RegardsHarland

Tell us why Mr. [redacted]’s complaint to the Revdex.com is one of many versions he has written and posted on the internet and several different websites.  He should know and understand that the Revdex.com is not an enforcement agency rather a means of addressing customer complaints and concerns.Door...

Hardware:Sunrise Windows has a variety of door locks on display for purchase to accent any Sunrise Window door purchased.  Mr. [redacted] chose a Lever door handle set from our display in the showroom.  This was added to his contract. After the installation, Mr. [redacted] came to the office to inform us that the handle set installed was not the correct one, when in fact it was.  He then selected and paid the difference for a grip handle set, which is significantly higher in cost over a lever set.  The next day when the installers returned to his residence, they removed the ordered lever handle set and replaced it with his newly ordered grip set at no extra charge for the labour.  Mr. [redacted] later contacted Sunrise Windows to demand his money back from the difference he paid for upgrading to a different door handle set. He was advised on several occasions that because he chose to upgrade his hardware, he would not be refunded for the difference.Basement Window:Sunrise Windows has developed a user friendly customer contract; along with the description, we have added a picture to the product, this avoids any misunderstanding that a customer may have. By doing this we have virtually eliminated any potential disputes about the products customers choose.Mr. [redacted] came into Sunrise Windows to buy windows for his residence. A contract was made but before Mr. [redacted] signed it, he took it home to review. He then returned to the office with some changes he had made. The sales representative went over the entire contract explaining all aspects of his order. Mr. [redacted] agreed to the order and terms of the contract and signed it.After the installation of his windows at his residence, he then signed the “Installation Sign-Off Agreement” form. This form asks customers whether they have any comments or issues. Mr. [redacted] did not have any.Mr. [redacted] later contacted Sunrise Windows to advise that the basement windows that were installed were not the ones he signed for on his contract.  The contract clearly indicated picture window with a visual diagram of that window type. He complained that he now wants slider windows.  There is no valid builder’s code requirement in basements in regards to slider vs. picture windows as Mr. [redacted] states. He has demanded that we replace the picture window for a slider free of charge.Mr. [redacted] spoke to one of our sales representatives who addressed all of his complaints; however the response given to Mr. [redacted] was not in his favor. He then contacted the General Manager who provided the same response as the sales representative did earlier.  Mr. [redacted] then demanded that one of the owners meet with him to discuss his complaint further.  That request was denied. Mr. [redacted] indicated that because of this refusal to meet, he was not acknowledged as a customer.  One of the owners did review Mr. [redacted]’s file and interviewed both the General Manager as well as the Sales Representative involved and found that the response given to Mr. [redacted] was fair and handled professionally.  Mr. [redacted] did not want to accept that fact that he was solely responsible for his changes to the products he originally signed off on as per his contract with Sunrise Windows. Additionally, he continues to blame Sunrise Windows for his error and vows to continue bashing Sunrise Windows publically via the internet, until his demands are met.Sunrise Windows will not refund Mr. [redacted] for upgrading to a more expensive door handle set and will not substitute his custom picture window with another type.  Furthermore, we have asked Mr. [redacted] to voluntarily remove all public factitious comment made by him referring to his accusations about Sunrise Windows and its products; otherwise we will have no other alternative but to be forced to take legal action.  here... Mr. [redacted]’s complaint to the Revdex.com is one of many versions he has written and posted on the internet and several different websites.  He should know and understand that the Revdex.com is not an enforcement agency rather a means of addressing customer complaints and concerns.Door Hardware:Sunrise Windows has a variety of door locks on display for purchase to accent any Sunrise Window door purchased.  Mr. [redacted] chose a Lever door handle set from our display in the showroom.  This was added to his contract. After the installation, Mr. [redacted] came to the office to inform us that the handle set installed was not the correct one, when in fact it was.  He then selected and paid the difference for a grip handle set, which is significantly higher in cost over a lever set.  The next day when the installers returned to his residence, they removed the ordered lever handle set and replaced it with his newly ordered grip set at no extra charge for the labour.  Mr. [redacted] later contacted Sunrise Windows to demand his money back from the difference he paid for upgrading to a different door handle set. He was advised on several occasions that because he chose to upgrade his hardware, he would not be refunded for the difference.Basement Window:Sunrise Windows has developed a user friendly customer contract; along with the description, we have added a picture to the product, this avoids any misunderstanding that a customer may have. By doing this we have virtually eliminated any potential disputes about the products customers choose.Mr. [redacted] came into Sunrise Windows to buy windows for his residence. A contract was made but before Mr. [redacted] signed it, he took it home to review. He then returned to the office with some changes he had made. The sales representative went over the entire contract explaining all aspects of his order. Mr. [redacted] agreed to the order and terms of the contract and signed it.After the installation of his windows at his residence, he then signed the “Installation Sign-Off Agreement” form. This form asks customers whether they have any comments or issues. Mr. [redacted] did not have any.Mr. [redacted] later contacted Sunrise Windows to advise that the basement windows that were installed were not the ones he signed for on his contract.  The contract clearly indicated picture window with a visual diagram of that window type. He complained that he now wants slider windows.  There is no valid builder’s code requirement in basements in regards to slider vs. picture windows as Mr. [redacted] states. He has demanded that we replace the picture window for a slider free of charge.Mr. [redacted] spoke to one of our sales representatives who addressed all of his complaints; however the response given to Mr. [redacted] was not in his favor. He then contacted the General Manager who provided the same response as the sales representative did earlier.  Mr. [redacted] then demanded that one of the owners meet with him to discuss his complaint further.  That request was denied. Mr. [redacted] indicated that because of this refusal to meet, he was not acknowledged as a customer.  One of the owners did review Mr. [redacted]’s file and interviewed both the General Manager as well as the Sales Representative involved and found that the response given to Mr. [redacted] was fair and handled professionally.  Mr. [redacted] did not want to accept that fact that he was solely responsible for his changes to the products he originally signed off on as per his contract with Sunrise Windows. Additionally, he continues to blame Sunrise Windows for his error and vows to continue bashing Sunrise Windows publically via the internet, until his demands are met.Sunrise Windows will not refund Mr. [redacted] for upgrading to a more expensive door handle set and will not substitute his custom picture window with another type.  Furthermore, we have asked Mr. [redacted] to voluntarily remove all public factitious comment made by him referring to his accusations about Sunrise Windows and its products; otherwise we will have no other alternative but to be forced to take legal action.

Complaint: [redacted]
I am rejecting this response becauseThis will be my last response and I will consider the matter closed.First I would ask Sunrise Windows (SW) to spell my name correctly I all ever wanted was to have an intelligent conversation on the descrepancies, cause by SW  all I received was deflection and accusations that the issue was my problem, please note these responses from SW was all email no one had the decency to dialogue with me.As far as I am concerned Sunrise Windows is an incredibly unprofessional company and the manner in which I have expressed has been within my legal providence. I hope this complaint remains on record to allow others to be aware of their poor customer service.Regards,[redacted]      
Sincerely,
[redacted]