Sunrise Windows & Door Depot Ltd

Rating: 3.9 out of 5

Sunrise Windows & Door Depot Ltd reviews (84)

  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 29 May 2012

    Had all our windows replaced

    We had all our windows and window sills replaced. In one window we had their window box installed - which I absolutely love.. We had an energy audit done afterwards and our windows scored very high. Their installation service was excellent even though we had some tricky issues to deal with. We are very happy with results and the price was very reasonable. We had the work done by them over a couple of years because of the number of windows we were replacing. I would definitely recommend them to everyone.
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 28 May 2012

    Window replacement

    My co-worker referred me to Sunrise Windows after her and her husband had window replacement a few months prior. They raved about their new windows and told me about the costs and what I should expect. I was totally convinced to go with this company after a visit from one of their sales staff and after I received my quote. I had compared to another company but chose Sunrise Windows for the excellant customer service I received and their product. They also offerred a better warranty too. Thanks so much Sunrise!
  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 9 May 2012

    locking hardware adjustment

    I contacted sunrise windows in Dec 2011, two months after the installation re: a locking mechanism that is difficult to operate. I was told to send a service request via email. I sent the request and did not hear back from the company until I contacted them in Apr 2012. I was told they would arrange for a repair to adjust the mechanism. When I could not accommodate their 3 hour time blocks due to my work schedule I asked for a weekend or a more specific time frame. The company then told me they have closed my file, denied my claim and stated my window is no longer under warranty. We have only had the window for 7 months. I am sure it is still under warranty. All of this over a locking mechanism. We have contacted the BBB and Service Alberta to investigate this company. My advice to anyone wanting new windows, do not choose sunrise they do not value or respect their customers.

    Answer from pro:

    "REVENGE REVIEW" Sunrise Windows warranties adjustments from 90 days of install............Sunrise Windows service hours are Mon-Fri morning or afternoon and Sat morning.........your response to your service call was within 48 hrs. via email........... you were unable to book in any service day or any morning or afternoon time frame and no staff has told you that you do not have any warranties..........complaint is NOT accurate

    Reply created 10 May 2012
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 3 May 2012

    Whole house windows and front door replaced

    After 4 different quote's, Sunrise had the most professional salesman and affordable windows. I had my whole house fitted with triple glass windows, and what a differance it made! the house is now a lot warmer, and we cannot hear the Anthony Henday with the windows closed anymore!! The salesman was very good, did not in any way, try to push us into something we did not want. I was very pleased with the install crew,-a house next to me had windows put in, and what a mess thay made, this was one of my quote's, happy I did not pick them?? My crew tried hard to make as little mess, and disruption as possible, taking out the old units, and fitting the new ones. The whole area was well cleaned up, and all removed, and this was all in the same day! The install was very professional, and clean. My wife and myself, are more than pleased with Sunrise, and would recommend them without reservations. John and Betty Edmonton
  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 2 May 2012

    window and door purchase

    Again, Buyer beware, I have just read some of the previous reviews and it is our story all over again. When we purchased or ordered our windows we were told 6 - 8 weeks and our salesman Waylon said that he would rather caution on the long side so that we were not disappointed. After a month, we were still not told approx when our install would be done so I called, only to find out that there was an issue and the order had been delayed. got fixed. We got an install date over the phone and marked it down, on the night before I finally called them because I thought it was strange that they would not have called to confirm, their 1st response was "we don't have you booked for tomorrow" it was after a few more phone calls that we got a yes they are coming and no we don't call prior to coming out because we already told you a month ago that we were coming. Installers showed up and were great guys! the helper was not experienced and proceeded to put approx 30 nails into each inside casing. Again, very nice guys though. They used pink insulation around all of the doors and windows - I questioned this and was told that it was or is much better, I accepted, - now I have several windows with huge drafts and when I emailed 3 months ago, I received an email response but have not seen or heard from this company again. Did i mention that they also made a mistake with one of the windows measurements and it took another 2 months to correct? the salesmen would not answer or return calls, the company constantly told me that there were no managers available to talk to me, they were busy, they were in toronto in meetings, etc etc. I could go on and on but this is not a consumer driven company, they are not interested in customer satisfaction in any way shape or form. tired of complaining - no one is listening Barry

    Answer from pro:

    Sunrise Windows has reviewed "Barry in Andrew" complaints as follows... -Sunrise Windows estimated install date time frame was 8 weeks from time of signing add a couple of weeks due to being out of our service area as per the customer check list signed by the customer,not 6-8 weeks....the contract was signed on Aug 8/11 and installed on Nov 16/11,the 3 week delay was due to weather and customer avalablity. -after a month from the siging date the customer said he did not get a call so he called for a installation date......first of all we do not call after 4 weeks due to the fact we have already given a "estimated date" and will confirm approximatley 1-2weeks before the actual installation date,we do this due to possible delays due to weather and customer avalability, this was a winter install.....so the customer is not listening or is incorrect in his complaint. -according to his file there was 1 window made incorrect as indicated which was rushed and re-made within 2-3 weeks and the customers install was delayed due to Christmas/New Years shutdown and installed on Jan 13/11. -no report on "Barry in Andrew" about casing in any service request...windows were installed with fiberglass pink istallation as well as backed caulked and exterior caulked for insulation and drafts. -"Barry from Andrew" did file a written a service request through Sunrise Windows Service Request Form on line......complaining when the temperature on Jan 17/11 was in the (minus)-30's with wind chill in the -40's to -50's as "Barry In Andrew" lives on an acreage,his front door is hard to close as the weatherstrip gets hard due to the cold and his bay window is the only window that feels cold and has condensation........Sunrise Windows uses "low wick" door weatherstripping which is the best weatherstrip on the market.......as well recessed windows like bow and bay windows usually experiance more condensation than other window styles.This is because air circulated around those window types is usually more restricated,and since they hang away from the insulated house wall,bays and bows could be a few,up to 10 degrees cooler in temperature........the resource information for this is provided by NFRC and WDMA as independent window and door governing bodies........"Barry in Andrew" had recieved this written report by Sunrise Windows and decided not to listen. -managers are also avalible by appointment however when "Barry in Andrew" called they were away on a window and door conferance for 1 week.....he could have called after that. -Sunrise Window has closed this service request as we feel all has been addressed however "Barry in Andrew" does not.

    Reply created 4 May 2012
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 20 Apr 2012

    New Windows and Doors

    Extremely happy with the service and install of my 14 windows and 2 new doors. Right from the start of the quote to the end and even after install service has been really good. My wife and I did 3 quotes and Sunrise was the most professional of the 3. Ray was the salesperson and he was awesome. The only one of the 3 that showed up on time to do the quote. Was very knowledgeable and friendly. He did a really good job on the presentation of the different windows that they offered and we decided to go with the top window they offered mostly based on how good of a job he did. We were told by Ray the windows would take 6-8 weeks to build and then someone would contact us to set up a time to install. 5.5 weeks later we got the call and set up the install for the following week. When the install happened I was impressed with how professional the installers were as well. I thought with 14 windows and 2 doors this would take 2 days to do. They showed up at 10 am as that was the time we were given and they were done by 3:30. Everything cleaned up and removed. The windows and doors look great we are very happy with them and would highly recommend them to anyone looking for new windows and doors.
  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 5 Apr 2012

    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.

    Answer from pro:

    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.

    Reply created 17 Jun 2014
  • Review from HomeOwner
    Rating: 4 out of 5
    Review left on 16 Aug 2011

    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.
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 26 Jul 2011

    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
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 26 Mar 2011

    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!

    Answer from pro:

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

    Reply created 5 Apr 2011
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