Sunrise Windows & Door Depot Ltd

Windows & Doors Installation & Service
6724-50 st Edmonton AB T6B 3M9
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Windows & Doors Installation & Service
Sunrise Windows & Door Depot Ltd
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58%

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Reviews for Sunrise Windows & Door Depot Ltd

Average customer rating:
7.7 10 (83 reviews)

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Sandro Poles in EDMONTON
Sandro Poles in EDMONTON
1 review EDMONTON, AB
0/10

garden door

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.

1 of 2 people found this review helpful.
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Company Response

As with all reviews on the web site most reviews can be manipulated by the company or the customer, as the same can be said about Homestars............Gary Peters below was removed after Sunrise Windows complained that his review was not associated with Sunrise Windows so no resolution could be achieved to the regret of Homestars it was removed as they need reviews to validate their site..............Sadro Poles review is complete nonsense...............he ordered a standard size door with sidelite which was to replace his existing window and do to the door being standard it would not fit exactly and there would be a 4-5 inch difference that would be filled in and capped,which was explained and written on the contract of Mr Poles.............upon installation Mr Poles do not like the look of the fill-in and complained at the office to George who told him he would have to order custom size doors to make fit exactly as the window which cost more and he had to wait longer for as they are not in stock products............Mr Poles standard doors were returned and he paid the difference for his custom doors...............after the custom door was installed finally,Mr Poles came back to the office wanting to return the door and get is refund as he felt the door did not let in enough light in the house and that salesman talked him into it even know the salesman recommended a patio door............his return was declined as the door was a custom order and he should of knew about the amount of light when the first door was installed............Mr Poles was not happy that his refund was declined,after that Mr Poles continued to put various service requests and complaints regarding the door in hopes the door would be taken back including one from a home-inspector who was not certified by the home-inspector association and upon checking his experience which was provided by Mr Poles the inspector had little to no experience in window and door installations.............Sunrise Windows went to his house to review and correct any complaints about the product or installation of the product and also invited Mr Poles unqualified inspector to be present who did not show up to the service meeting............nothing was found defective upon the inspection and Mr Poles service call was charged to him............Mr Poles also put in a BBB complaint that was dismissed/declined regarding the return............the Homestars complaint is false and has no merit other then to try to deface Sunrise Windows.

Sylvia in Edmonton
Sylvia in Edmonton
2 reviews Edmonton, AB
8/10

Window installation

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.

0 of 1 people found this review helpful.
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Shellie Bosnich in Edmonton
Shellie Bosnich in Edmonton
6 reviews Edmonton, AB
10/10

Window Installation

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

0 of 1 people found this review helpful.
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Wendy in La Perle
Wendy in La Perle
2 reviews Edmonton, AB
9/10

Window Replacement

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!

0 of 1 people found this review helpful.
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Company Response

Thank-you Wendy..........make sure you check us out on facebook for upcoming events,whats going on and specials!

cheryl robbins in Beaumont
cheryl robbins in Beaumont
1 review BEAUMONT, AB
0/10

purchase and install garden doors

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.

1 of 1 people found this review helpful.
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Company Response

The average install in the window amd industry is 6-8 weeks....all our warranties are from the date of contract due to tracking purposes and the longevity of our warranties bare this mind....... as Sunrise Windows has the best & longest warranty in the market to date..........you even have free window and door adjustments up to one year as this is necessary due to shifting of your home that is not offered by any other company.........so either your door needs adjustment or its the manufacture of the door hardware,Sunrise Windows did not sell you the door hardware Home Depot Ltd did, Sunrise Windows installers installed the hardware for you as a courtesy(Which is why Sunrise Windows only now installs hardware sold by Sunrise Windows),so if its defective you need to contact Home Depot Ltd.........just consult your copy of our warranty issued to you or go online www.sunrisewindow.ca

Pamela in Spruce grove
Pamela in Spruce grove
1 review Spruce Grove, AB
10/10

Window replacement

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.

1 of 1 people found this review helpful.
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Company Response

Thank-you Pamela...........We are proud of our salesman like Waylon.

John NAIT area
John NAIT area
1 review Edmonton, AB
0/10

Window Replacement

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!

3 of 3 people found this review helpful.
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Company Response

We are well aware of this customer and his sister as she filed the same complaint and they were the only ones who did out of 1000's of Sunrise's customers!......Sunrise Windows sold both Energy Star and Non-Energy Star windows,all the products used were ES compliant but the Non-ES were not registered therefore no rebate would be redeemable......this enabled us to negotiate better component prices that were passed on to the consumer, at about 5-10% of the contract price.......we offered this to dealers/contactors etc as well as consumers which was clearly marked and explained on thier contract......"John" and his sister who also bought windows chose the Non-Energy Star windows for the savings and still tried to claim thier rebate too.....this claim was denied by Energy Star,they complained to BBB,Energy Star and Consumer Affairs.....after thier contract was reviewed(which is clearly marked) Sunrise Windows was cleared of any wrong doing........at Sunrise Windows we take all our complaints seriously and evaluate them.... after the evaluation, we decided that we would no longer offer this type of service to our retail customers.......ALL OUR PRODUCTS sold to retail customers are Energy Star, there is no other choice!.......as far as "John's" casings,they were dry as well as they were supplied by the customers... we installed them as a courtesy,we also went out to the customers house to change them as a courtesy,we booked the appointment at their convience, but the customer did not show up....and we do always use tarps........its unfortunate but I think no matter what we do with this customer he will rate us poorly due to not getting his rebate funds....this customer was not a senior.

Heidi from Sherwood Park
Heidi from Sherwood Park
1 review Fort Saskatchewan, AB

First Review

10/10

Replacement windows

We used Sunrise to replace the windows on our 30 year old house. They were quick, professional, returned calls quickly and were there when they said they would be... Which is rare with contractors! We were very satisfied with the windows and have already recommended them to friends.

1 of 1 people found this review helpful.
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Company Response

Thanks Heidi for the great review!..........please inquire about our referral program.its a free dinner for you and savings for the person you referred...........call the office for more info, its our way of saying thanks!

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Sunrise Windows & Door Depot Ltd

Sunrise Windows has been making quality windows and doors since 1996. Located in Edmonton, Canada our modern 35, 000-square foot manufacturing plant produces a full range of competitively priced custom vinyl windows and entrance doors that are available from us direct(1-877-413-1234) or from our authorized dealers. A family owned business, ...
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