Complaints

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our kitchen from Sunrise believing they were a professional company and would provide a better product than other kitchen vendors. We agreed to pay above market to select them as a vendor back in Summer of 2020. Install date was for Late 2020, however the completion of the kitchen dragged out until early 2022 because Sunrise had multiple issues trying to complete our kitchen. At that time, we hadn't received all our kitchen equipment either, we were still awaiting our freezer\fridge combo. We just recently got that and found that the design and spacing for the fridge did not work. The designer from Sunrise used the full clearance from the paperwork provided by the Fridge manufacture for the pantry door swing on one side of the gable. This caused us to have to shift the fridge over and therefore the trim kit was overhanging out on the other gable side by over just under a 1/2 inch. This issue was raised to Sunrise representatives multiple times. Turns out this vendor has a problem with keeping staff on board. Also, we found out that Sunrise sold us a product they did not manufacture themselves but they used a 3rd party to do so. They eventually sent someone to take a look and the gentlemen openly admit it was a design issue from their representatives side. He left saying that he would propose a repair\fix that would work for the both of us. I was pleased. A few days later, I received a email stating that nothing was wrong and that they built the cabinets according to the approved design (I'm assuming they are referring to our approval drawing where we trust that the vendor will design the cabinets according to our kitchen equipment spec's since they are the Experts?). They also stated that they would as a complementary service change the hinges on the door to help with opening the pantry door. At this point, I'm very disappointed in their work and actions. I will be asking for another vendor to come price out and take them to court.

  

  Business response

  11/07/2022

  Hi there, 

   

  We are responding to the compaint we received last week.

   

  Please see in point form a review of this project.

   

  Timeline:

  Contract Date - June 19, 2020

  Installation - Mid-Oct 2020 

  Project Completion - End of Oct 2020

  (This project completed 20 months?)

   

  Specifications provided by customer according to **********

  Cutout size - 71.5"

  Overall size - 72.88"

  Overall dimension allowed by Sunrise - 73"

  Therefore, work was provided in accordance to the spefications provided by the customer. 

   

  Payment:

  Last payment received was Oct 27, 2020

  Customer has a balance owing of $1,627.50

  Customer refused to make final payment upon completion of project in Oct 2020

   

  Resolution:

  Customer pays remaining balance to Sunrise as per contract. 

   

  Please advise if we should forward respond to customer as well or if BBB will review and respond.

   

  Thanks you,

   

  Julie Z****

  Marketing Manager

  Sunrise Kitchens Ltd.

   

  Customer response

  11/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  His storey is wrong. Completion was early Oct 2021. I've attached a copy of my last payment which went to the company they subcontracted for my work, even though they did not disclose that to me from the beginning.

  
  

  I also attached a screenshot of the deficiency  email sent to them at the end of June 2021. 

  
  

  Facts:

  -I paid half what I owed at the end roughly $1600 and that was discussed with their accountant. 
  -completion  was early oct/ late Sept 2021.

  -they did not disclose subcontracting my work with me. This is a horrible business practice. 

  -initial install was done Oct 2020
  
  Sincerely,
  
  ****** ******

  

  Business response

  22/07/2022

  Hi there, 
  
  

  We are following up to rejected response we received last week.
  
  

  First and foremost, Sunrise Kitchens followed the specifications that were provided by the customer which has led to incorrect sizing to accommodate the appliances – this insufficiency is the responsibility of the customer. Sunrise Kitchens provided cabinets and cutouts to specifications provided by the customer.
  
  

  Sunrise Kitchens works with many third-party partners to provide our customers with the highest quality products. We stand behind all our partners and it is not standard business practice to identify your suppliers, contractors, etc.
  
  

  It is irrelevant that a third-party manufactured and installed the kitchen cabinets, the error in discussion is due to the appliance specifications the customer provided to Sunrise Kitchens.
  

  
  One of the facts is that the customer is aware that they paid half of the remaining balance and still owe Sunrise Kitchens an amount of $1,627.50.
  
  

  We are in agreement that this project was completed in October 2020, and we are now in July of 2022 – this is almost two years.
  
  

  Once we receive our final payment, if the customer would like our Team to conduct an on-site assessment and provide recommendations for them to rectify, we would be pleased to do so.

   

  Julie Z****

  Marketing Manager

  Sunrise Kitchens Ltd.

  Customer response

  22/07/2022

  Please ask them who authorized **** to charge my credit card? My contract was with Sunrise. I need proof of authorization.
  
  They clearly don't even understand specs. I've sent it to them and their own guy when here to assess commented that the designed made a mistake. It is clear on the drawings what clearances are required.The outside clearance needs to be dedicated to trim kit and not shared with the pantry door. The pantry door requires half inch on gable clear. This is shared and ruined my kitchen.

  

  Business response

  03/08/2022

  Hi there, ?

   

  Our response to additional comments received last week.

   

  By signing the Sunrise Kitchens contract and providing your credit card information you authorized all divisions which includes **** Industries to process payment.

   

  We understand that Sunrise Kitchens followed the specifications that were provided by the customer – the issue with the appliances is the responsibility of the customer.

   

  The comment regarding the design mistake only confirms that the correct specifications were not provided, it does not change that this is the responsibility of the customer.

   

  We seem to be going in circles, the outstanding concern is that the customer has a balance of $1,627.50 owing to Sunrise Kitchens.

   

  Once we receive our final payment, if the customer would like our Team to conduct an on-site assessment and provide recommendations for them to rectify, we would be pleased to do so.?

   

  Thank you,

  ?

  Julie Z****

  Marketing Manager

  Sunrise Kitchens Ltd.

  Customer response

  04/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩