Sunrise Windows & Door Depot Ltd

780-413-0542

6724-50 st

Edmonton

AB

T6B-3M9

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1

Hired the company based on their promise of best price and strong customer service. The windows were a week late. During install, the workers damaged my walls and while putting on the trim in my 5 year olds room, put a nail through the window casing and left it. After they left, we did a full inspection and noticed the problems listed as well as scratched paint and screens that didnt fit. We called them back and after waiting a week, they finally fixed these problems, although the new screens STILL dont fit and they refused to fix the damaged walls. A week later my trim started to brown and rot. There was water coming in through the window. I called to let them know and they said it was an old roof leak and their windows and install were fine (we had lived in the house for two years and it never leaked). After weeks of arguing, they sent a guy to re caulk the outside. Didnt help! A YEAR later and only because their new waranty agent had previously worked with my wife, they came and fixed the problem.

Company Response:

In Response to your complaint,as we have everything documented in writing,your windows were installed a week longer then was orginally estimated....as all installation dates of completion are estimated dates, as yours was in the winter so your install was delayed do to weather and availabilty........your install was completed on Dec 9/2010 and when it was completed and you signed your completion sign-off sheet you had rated all services/windows 5 stars(excellent) with no mention of damaged walls or screens that don't fit, in fact in any your correspondence or service requests to date.......furthermore the screens are friction fitted and if they were not correct then they would not go in or stay in the casement windows.....the only service requests from you to date and in writing,as this is required for Sunrise Windows and your records.......was for the nail through the casing/jamb from the casing being pinned on and missed by the installer during the orginal install,which was corrected when notified by you within a week........you also put in another service call dated Jan 20/2011 of a window leak in the Living Room window,upon inspection there was no sign of leaking and the insulation was dry, only the bottom casing was wet on the exterior of the casing leading us to believe it was excessive moisture in the home causing condensation,which is NOT a warranted service call or a window problem.......on May 14/2012 a repeated service request was put in by you to recheck if window is still leaking or not and to replace the stained casing.......which was not rotted just stained by water as the casings where not painted or not painted correctly.......your window was checked all insulation material was dry even the casing,so the installer re-foamed the window anyways and put new casings on......in conclusion,no leak was ever found/determined upon Sunrise Windows 2 inspections,therefore it is concluded by Sunrise Windows that the leak was condensation from excessive moisture and therefore the stained casing and the inspections were chargable but waived by the General Manager as your wfe was a friend of a employee of Sunrise Windows.