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Complaint Details
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Initial Complaint
11/16/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Replaced all of the 22 windows and one door in my home in July of 2022. That winter my furnace cannot warm my home above 68 deg. C because cold air is pouring in around the door and window. I documented this through thermal images, videos and pictures. The local contractor and the factory rep. came to my home in July 2023 and said they would return to make repairs...I have not seen them since and cannot get a response from them. There is trim coming off, paint coming off (exterior black) and exposed holes for door adjustments in the door. Been 1 year. All of this was shown to the factory rep. and installer. I only wish I had my 32 year old Andersen windows and my $46k back. Worst purchase of my life.Customer response
11/19/2023
Lifetime warranty is attached. I want to be clear, the contractor , **** *****, did a great job on the installation of the windows. He does respond to me and is trying to get the warranty repairs made. The factory has been to my home with **** and agreed to return and make the repairs. I do not understand why i cannot get these brand new windows repaired or replaced. It has become super frustrating to me.
Thank you,
***** **********
Business response
11/30/2023
Hi *****-
I am sorry to hear you have ongoing issues with the products. We are escalating your comments with the service manager in your area for further review.-**** *
Customer response
12/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The manufacturer and contractor have responded and are attempting to make repairs.
Sincerely,
***** **********Initial Complaint
07/06/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Had their windows installed by local contractor. Everything started fine, but when I had complaints about windows failing in the middle of winter they all ignored me! I sent pictures with ICE on my windows,and they thought it was condensation. I told them NO, that cold air was coming IN my house! I finally got these emails. ..... Thank you for contacting us I show that several sashes where reorder and sent to your dealer. Did they already install them? ***** ****** Sr. Technical Advisor ************ option * From: Sunrise Website FormBusiness response
07/13/2023
Hello-
I am sorry to hear that you have had issues with condensation on your products. i am connecting with ***** to review your case, but can you confim that parts have been sent and installed?Customer response
07/16/2023
Complaint: ********
I am rejecting this response because: It was NOT just condensation. Air leaks and ICE formed where sashes lock and on the sides. This was on 2 windows. Other windows are loose and have minor air leaks.Took some constant contacts but installer and Gerry T are responding. But new sashes WONT fix the issue.
Sincerely,
** ******Business response
07/19/2023
Hello-
I have confirmed that new sashes and some additional components have been shipped and the installation team should be reaching out soon if they have not already.
-****
Customer response
07/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Their response is fine, but nothing has happened yet. Area Mngr Jerry hasnt agreed on a date with me or window installer to come and see if this fixes the issues. I'm sure it wont.
So this needs to be kept open till I am fully satisfied windows are fixed correctly or fully replaced with new ones.
Sincerely,
** ******Initial Complaint
06/26/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
A tree fell and broke one section of our bay window on June 20, 2021. A replacement window was ordered the first week of July and paid for at that time. The window was not received until Feb 2022 (8 mrhs). We had a plywood insert the entire time. Finally the window arrived and we had the window installed ($200 fee) only to realize the enclosed blind was the incorrect color. It did not match the other 3 sections of the bay. It was ordered correctly but made incorrectly. A replacement was immediately reordered. The new window has just arrived June 2023, but Sunrise refuses to pay for installation of the window or refund the installation of the first one. They have stated that their warranty only covers replacement not installation. I have waited for two years to have my window restored. I already paid for installation once. Since the mistake is on their end they should cover this fee. I have been extremely patient during this entire time, it is disappointing that this is their response.Business response
07/13/2023
Hello-
Do you have a case number regarding your service that you can share so I can look into this further and escalate appropriately?
Initial Complaint
06/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased windows for my new house in 2020. Received them October of 2020 and they were immediately installed in our new construction. We moved in to the house January of 2022. Beginning fall of 2022 we noticed an alarming amount of condensation on the windows. It happens even when it isn't cold outside. We regulate the humidity in our house so it is not as a result of that. These windows are weeping so much water that they are actually rotting out the *****s that they are set in. And this on a house that is less than three years old! Added to this, more than half of the windows have developed rust on the hinges. So I have rotten trim *****s, windows that condensate and leak, and rusted hinges. In addition, one lock doesn't work and the screens are junk. They let in a huge amount of bugs, way more than the ancient windows in the house we just moved from. The grid on the screens is simply too wide and the screen itself is very fragile. I tried three times to follow the warranty process and register my complaint through the company's website with zero response. I finally called them and got a huge runaround before being told to go to the distributor I ordered from. That seems to be a dead end too as I have to hound them to get any sort of a response. They say they are "sending parts" as if that will fix the fact that these windows are horrible quality. I have never registered a complaint before but it is heartbreaking to see my brand new house getting damaged by junky windows. Some of these windows are under a deep, covered porch and they are still rusted and have damaged wood on the inside! To all who read this, never buy from Sunrise or any company associated with them!Business response
06/22/2023
Hello-
Can you please provide a case number so I can investigate this further?
-****
Customer response
06/23/2023
Complaint: ********
I am rejecting this response because: I do not have a case ID # of any sort. I was completely brushed off when I first contacted the company by phone.
Sincerely,
****** ****Business response
07/13/2023
Hello-
I am sorry to hear that your windows are not performing as expected. Have you filed a warranty claim at miwindows.com/service-request? This is the best way to get your warranty claim under way.
Customer response
07/14/2023
Complaint: ********
I am rejecting this response because: as I said in the original complaint, I filed a warranty claim on the website multiple times with no response. I submitted photos and everything and was never contacted by phone or email.
Sincerely,
****** ****Business response
07/19/2023
Hello-
I am unable to find the warranty request for you in our system by name. Can you confirm the email or address and the product series ordered? This is essential for me to escalate to the service team.
Customer response
07/24/2023
Complaint: ********
I am rejecting this response because: Can you tell me where this series number is supposed to be located? I think the email address used was **************************.
Sincerely,
****** ****Business response
07/25/2023
Hello-
Do you know if this an MI or Sunrise branded product? The instructions vary based on that information.
-****
Customer response
08/02/2023
Complaint: ********
I am rejecting this response because: The company finally contacted me by phone and gave me an email address to send pictures to. However, they then denied the problems I have been having. They said that the windows are not insulated, caulked, or had proper fins and shims installed, all of which are not true. I emailed the company to point this out and never heard another word.
Sincerely,
****** ****Business response
08/24/2023
Company told BBB they sent a technician out to your home and have resolved the condensation issue in the windows. Please contact BBB to confirm.Customer response
08/24/2023
Complaint: ********
I am rejecting this response because: This is an out and out lie. There was never a technician at our home and the issue has not been resolved at all.
Sincerely,
****** ****Business response
08/24/2023
Please disregard the previous business response which was sent to you wrongly. The following is the response to your complaint:
Sunrise Windows & Doors in Temperance, MI is the manufacturer. They believe this to be an installation issue and does not fall under the warranty. They are in the final stages of making a determination if this falls within the scope of the warranty. If not, you may have to take this up with your builder, who installed the windows.
Business response
09/01/2023
Hello Mr. ****-
In reviewing the case with our service and care teams, it has been determined that the issues presented are in regard to improper installation. Condensation is caused by improper installation and insulation and is not a covered claim within our warranty. If your insulated glass unit had moisture in between panes, however, is something we cover as a spacer or seal on the IGU has likely failed. We encourage you to work with your installer or builder to correct the installation issues and damaged products from improper installation.
Based on the information provided, we are unsure of the screw that was improperly placed in manufacturing based on the images provided to our team. If you could give us more detail on that issue, we could look over for warranty eligibility.Regards,
**** *****
Initial Complaint
05/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased a wall of windows from Sir Home Improvement on 12-4-14. This is a service company and they installed Sunrise windows. I have also filed a complaint on Sir home improvement. These windows were $13,000 and came with a lifetime warranty. The warranty states" your new Sunrise windows systems are backed by a comprehensive warranty package that covers any material defects and any accidental glass breakage, for as long as you live in your home." These windows have blinds in the middle and are leaving marks in between the glass, and several of the seals are broken. I have reached out to both Sir Home improvement and Sunrise windows. They both have told me that the windows are covered however state that I am caught up in a supply chain issue with the blinds. I have told them that I was never satisfied with the blinds, and that I would like them replaced without the blinds. They stated that it would cost me extra!?!?!? The blinds that they sold me were to be operated with a slider but when they came and installed them they had the strings that you pull. 4 of the windows would require me to climb a ladder to operate that kind. It was winter and they had my windows out, I did not know the issue with until they started putting them in. Not sure what I was suppose to do at that point, so they put them in and I complained at the time. I have been keeping notes of me conversations with them since November 2021 and still no resolution. I have been more than patient!Business response
06/06/2023
[BBB Transcription via Email]
We’re so sorry to hear about the challenges that you’re having with warranty service and appreciate you reaching out. After reviewing these details, our Territory Sales Manager has been in contact with the homeowner and will be visiting today, June 6th, to perform an inspection and help resolve the issue.
Initial Complaint
02/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Windows were purchased from Sunrise through a window contractor for installation in our home in Wisconsin in March of 2022. Windows were installed in our house in May of 2022. One of the windows of nine developed a crack in the inside pane of the window by the next day. The window has since developed another crack in the same pane of glass. We never operated the window after installation before the cracks developed. I contacted the installer who said they contacted Sunrise and received no response about my complaint. I filed a complaint on the Sunrise website and received no response. I sent Sunrise a certified/registered letter 12/7/22 and have received no response. I feel the window is defective manufacturing and should be replaced at no charge. I understand that per warranty widow pane cracks are not covered but since the cracks started right after installation and before the windows were ever opened to only this one window the glass pane must be defective from the manufacturer.Business response
02/23/2023
Thank you so much for reaching out and letting us know that you're having challenges getting warranty service. We will contact your installer and have them reach out to you directly with additional information regarding a remedy.Customer response
02/25/2023
Complaint: ********
I am rejecting this response because: I have tried contacting installer numerous times with no response. I am currently filing a complaint is Small Claims court to get a response from Patrick Windows LLC. I am looking for at least a cost to replace the bottom sash of the window in question so I can proceed with repair on my own.. I will senr the sash in question back to your company so you can see for yourselves the glass in the pane in question is defective.
Sincerely,
****** *******Initial Complaint
11/30/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered custom made accordion door from Sunrise Windows along with the windows for the whole house in October 2021. Windows were delivered timely. Wait time for the door was 3 months as it was coming from another country, I agreed to wait but instead of 3months the door was not here till November 2022, because of, as the business told us lost shipment, which I understand. Now the door has been delivered for more than a week and today after more than a week we are still sitting without door in -9 Degree Celsius outside. Business is not doing any effort to rush the installation of the door There is zero effort from the business to take care of this and on top they are not answering phones or messages.Business response
12/15/2022
Hello,
Our customer service team has called and left messages regarding this issue and have not heard back. Please respond to them so that they can look into this issue further.
Thank you,
Initial Complaint
11/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
my number: *** ******** date:July 12 2018 cost:2827.94CAD problem: inoperable built in blind in patio door(order:******, order date:7/9/2018, po number:*****-Fortier) Complained to QSI windows and doors (905-575-8078). QSI sent a repairman and said i need a new glass panel. QSI said they could not contact Sunrise windows and doors ( Sunrise Windows, 200 Enterprise Drive, Temperance,mi 48182, PH: 734-847-8778) for new panel. I made 2 complaints to Sunrise windows and doors online and never received emails. I called on the phone and got no answer. If any additional information is required please contact me.Business response
12/01/2022
Hello,
So sorry to hear about the troubles you're having. After speaking with our customer service team, it appears that there is not currently an open service case for this issue or records of an issue. Please either fill out a service request online at: https://www.sunrisewindows.com/warranty/submit-claim/ or reach out to our Customer Service team at 734-847-8778 and they will get you taken care of.
Initial Complaint
10/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased 20 replacement windows from R.M. Pena 761 Rt 50, Burnt Hills NY 518-384-PENA (authorized seller/installer of Sunrise windows) in February 2018. An additional 9 windows and a sliding door were purchased in May 2018 for a sunroom addition that was planned. ***** Berggren at Pena was the salesperson for both purchases and oversaw installation. Installation was completed by late August 2018 on both projects. In late 2018/early 2019 when temperatures went below freezing we started to notice condensation on the windows and what appeared to be air infiltration where the sashes met. Spoke with ***** and determined that our interior humidity level may be too high. At the time we were maintaining humidity around 45%-50%. We lowered humidity to less than 35% and saw some improvement but still more condensation than expected. Lower humidity is considered unhealthy. 2020 and 2021 we experienced similar condensation and advised ***** at R.M. Pena but due to the ongoing issues with Covid we deferred further action temporarily. In Fall 2021 we got cold weather early and provided numrerous pictures of condensation/air infiltration to ***** showing the issues along with temperature and humidity readings at the windows. ***** said he would involve Sunrise windows in the discussion since the issues were not related to their installation. I was contacted in June 2022 by *** ****** at Sunrise. He requested the pictures I had and later requested additional information from the windows. I have repeatedly emailed *** ****** (cc to *****) over the last few months. I also called ***** in September to get an update on the status if he knew it. To date there have been no responses and no updates.Business response
11/22/2022
The business informed BBB that the it did respond to Mr. ****** via e-mail and it copied the installer on the correspondence. It's been probably over a week to two weeks ago. The consumer has a high level of humidity in the home and inadequate ventilation; and so, he's got some kind of condensation around the locks. But, it has nothing to do with the overall performance of the windows. The business has been out to the job and spoken with its engineers on the issue. The best thing to do would be to contact the installer for particulars.Initial Complaint
06/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Company made a replacement casement window for a bay window under warranty. Window was complete on 3/21/2022. Their installer has been contacted repeatedly by Us and Sunrise. We have not received any response from him.Business response
06/14/2022
Hello
I am so sorry to hear that you've been unable to get ahold of your dealer regarding your warranty replacement. I'd like to help get this resolved right away! Can you please send me the dealer's name and any order numbers or information you might have available? You can respond here with the information or email us at ********************************
Thank you
Sunrise Windows & Doors
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Contact Information
Customer Complaints Summary
13 total complaints in the last 3 years.
1 complaints closed in the last 12 months.