ComplaintsforSunrise Cabinetry Sales

• Initial Complaint

  05/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are filing a complaint regarding Sunrise Cabinetry Sales, 1380 Pittsburgh Road, Valencia PA 16059; Owner Anthony S******, ************************; ************. We were planning for a kitchen renovation. We signed contracts with Mr. S****** for cabinets with very clear cancellation policies. None of the contracts included fees for "time" without receipt of cabinets, and they were very clear contracts. We paid upfront over $77,000 (as he required), but cancelled our order as we are moving out of Pennsylvania and are under contract to sell our home. Mr. S****** never had cabinets made nor delivered, nor did he incur any charges from the company from which he was going to buy the cabinets. We offered to pay him $5000 for his time (even though we had separately employed an architect/design specialist). He has refused to return any of our money, and at a minimum wants $31000 for his time. It was about 20 hours of work by one individual on a computer, no labor involved (though he refused to give us a number of hours that he spent on this project). It has been over 2 months and we have had to employ an attorney and will be filing formal paperwork to pursue legal means to reclaim some of our money. It is an unfortunate experience as my wife and I are trusting people and now are experiencing a terrible situation. Thank you for your consideration. *** and **** ******

  

  Business response

  06/19/2024

  Re: Complaint ID: ********
  
  This letter is submitted in response to the complaint submitted by ****** ******. I apologize for my delayed response. I underwent surgery on May 7, 2024, and have been in the process of recuperating.
  
  ****** and **** *. contacted me in December 2023 regarding cabinetry for a new kitchen scheduled for construction in March 2024. They referred me to their designer. The designer sent the room measurements, along with preferences for types of cabinetry with requisite spaces for appliances. While ****** suggests that I just ordered cabinets and did not perform any other work, he does not seem to understand that once the designer sent the information, along with preferences for types of cabinets, trim, lighting, and other necessary hardware, I had to analyze the size of specific cabinets that would fit the room along with the space for appliance measurements and then develop a visual rendering of the order. Once the designer received the renderings of how the order would appear, she frequently contacted me to change various aspects. For example, the choice of a stove hood entailed three different hood models and several hood liners, each requiring modification of the visual display for the customer. The motor for the hood also became an issue regarding whether or not to use a motor on sale and also to determine if it would be compatible with the hood choice. At one point, I became concerned about specific measurements submitted for the kitchen. On two occasions, I visited the **** and ******’s home to retake measurements and I found errors.  According to my records, there were at least 12 modification requests to the kitchen plan, requiring analysis and modification of visuals, before the contents of the final order was determined. All such modifications took time and analysis on my part. 
  
  When the final plan for the kitchen order was approved, **** and ****** decided to also renovate three bathrooms, entailing cabinetry, lighting, and other designer details. The process of finalizing plans for the three bathrooms was similar to the kitchen experience. Once I completed visual renderings, the designer reviewed the renderings and requested changes, requiring additional analysis and modification of the renderings on my part. Repetitive requests for changes were particularly numerous for the master bathroom. Such variations included several types of lighting, color, trim and cabinetry hardware. Sometimes the designer requested changes and on other occasions, **** *. requested visuals of various different components.
  
    It is important to understand that the orders for the four rooms actually entailed six custom orders because the kitchen island and bar areas required specialized orders. I actually submitted two orders for all of the rooms to the manufacturer. The initial order was submitted on February 6, 2024. Once orders are received by the manufacturer, they enter everything into their software for production and ordering materials. These manufacturing orders are sent back to Sunrise Cabinetry to check accuracy. I check every item on the order, down to the small details, and often find errors on their manufacturing order.  I found such errors on the **** and ******’s orders and submitted corrections to the manufacturer on each of the six orders.  Then a second order was required because the manufacturer could not provide the requested construction. When the **** * subsequently advised me to “hold” the order because they might move out-of-state, I contacted the manufacturer to stop the order. They were not happy about the request and I had to argue with them, but they finally agreed not to proceed with the manufacture. Had I not advocated for ****** and **** *., they would have lost all of the money spent for the project.
  
  Enclosed is a copy of the agreement signed by ****** and **** * on February 6, 2024. It states:
  “This is a SPECIAL ORDER. The items are NON-CANCELLABLE and NON-RETURNABLE. In the event, a return is approved by the manufacturer, I understand the terms and conditions and agree to pay all restocking and handling charges.”
  
    The complaint filed by ****** seems to indicate that from his perspective, all I had to do was create an order for the cabinets and send it to the manufacturers. He does not appear to understand the detailed analysis of measurements necessary to ensure that all components of an order will fit and work together, nor the process of producing detailed renderings for a requested order. In addition, the 
  numerous changes requested by the designer and customer required analysis and modifications to the visual renderings, all of which are behind the scenes and are components of handling charges.
  
   I am sending a check to ****** in the amount of $44,433.31 for the cost of the cabinets. 
  
    The ****** offered me a very low payment in consideration of the time I dedicated to their order. They indicate they have hired an attorney and I contemplate a negotiation process to ensue. So the final outcome remains in process. With this backdrop, however, it is important to reiterate that the ****** and **** signed for a special order which is non-cancellable, and non-returnable, and they agreed to pay all restocking and handling charges.
  
  Respectfully submitted,
  
  
  Anthony *. S******
  Owner
  

  
  

  Customer response

  06/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We requested an approximation of time required for the work from the business and were refused. No agreement (verbal or written) regarding payment for time was made. We offered an estimated 50 hours at a generous rate of $100/hr ($5000), which was refused. Through our attorney we offered to double this and were refused. His request of payment is in excess of $30,000. As of June 23d we have received no return of money and the matter has now been filed with the legal system through our attorney.
  
  Regards,
  
  ****** ******

  

  Business response

  07/03/2024

  Re: Complaint ID: ********
  

  This letter is submitted in response to additional concerns raised by ****** *. on
  June 24, 2024. ****** and his wife agreed to a total fee for a SPECIAL ORDER project
  that was NON-CANCELLABLE and NON-RETURNABLE. I was able to convince the
  manufacturer to cancel the production of the order and I have refunded to ****** *.
  $44,433.31 representing the actual cost of the ordered cabinets. My work, as detailed in
  my June 18, 2024 letter, was already completed. My fees, which ****** and his wife
  agreed to in their signed contract, are not based upon an hourly rate and, therefore,
  their estimate of the amount of time spent and their attempt to arbitrarily assign an
  hourly rate to my work and expertise is not relevant.
  

  Sincerely,
  
  Anthony *. S******
  Owner

  Customer response

  07/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have filed a complaint in Allegheny County on the general docket through our lawyer. This matter will be settled through legal means. 
  
  Regards,
  
  ****** ******

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