ComplaintsforSunrise Builders, Inc.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In 2020, they constructed a townhome, but water has been seeping into the property whenever it rains. Despite repeated requests for repair, they have adamantly refused, claiming it isn't a structural problem. Yet, to this day, whenever it rains, water continues to infiltrate the premises. Every time I asked them to honor the warranty since the walk-through in which I have records of telling them to please repair, they still have not repaired the issue! This issue has caused major stress to my life and for the life of me I can understand why this builder will not honor their work! They are horrible to sell a product like this as a builder.

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  NOT EVEN 5YRS IN A NEW HOME:It's raining in our home! We had Sunrise Builders to come by and"fix" the issue of our covered patio leaking when we moved in. The entire $10,000 patio was soaking wet. They obviously did some sort of unregulated and uninspected patch job since the same issue is happening again, but this time water is also coming through my windows and walls onto the hardwood floors. Of course they say the warranty is out and the so-called warranty company won't do anything either. Our homeowners insurance company sent out a roofer that showed evidence that states the roof was not installed correctly nor up to code by the builder! We have had four other roofer estimates, and they all reported this same fact. We have to come out of pocket with over $5000 to have a viable, insured roofer come and remove what Sunrise Builder did and replace it to how it should have been installed in 2019 when the home was built. That's half the price of *****************!!! We only request what we paid for, a covered patio roof replacement done correctly. One that should not and does not leak. It may at well be a pergola...

  Business response

  01/22/2024

  ************** closed on her home in  April of 2019, nearly five years ago.  Yes when she moved in we repaired the flashing on *****************.  Since then, 5 years has passed, there has been no report that the flashing failed.  Georgia has experienced many rainy seasons in the past 5 years and there has been no report from ************** that the leak from the initial move in and repair continued.  ************** reported this incident on January 12, ****, once again 5 years later.  Roof leaks are warranted for 1 year NOT 5 years.  The house was built to code and inspected by the county.   If the house was not built to code, the county would not have issued a Certificate of Occupancy.  It is unfortunate that ************** is experiencing a leak, but it is the homeowners responsibility to perform on going maintenance for their home, it is not the builder's responsibility to warrant the home for a lifetime.  

  Kindest Regards

  Sunrise Builders Warranty Department

  Customer response

  01/22/2024

   
  Complaint: 21176885
  
  I am rejecting this response because: If the roof had been installed correctly this issue would not be happening. I'm not making up this fact,  qualified roofers are reporting this fact. Being a disabled veteran of 10yrs service and also a military spouse for 23yrs, we have have lived in countless regions across the world, in older homes with covered patios, and have never experienced rain coming into our home. This isn't a wear and tear issue, as stated by the various roofers that have been to my home for estimates. The patio has been leaking in various spots the whole time we have lived here, it's just now coming into our home; It was no use reporting it/asking for help before because it was outside. We didn't know it was a builder defect until we were told.  This is a roof installed on our finally forever home, not a  stand alone ********** shed, which by the way I have purchased and it's dry as a bone inside I might add. How could various roofers all make the same statement; that a shingle roof should never be installed on this this sort of patio. I knew I would only get snide responses about warranties that don't help anyone; just like all the past complaints I've read through the BBB, various review websites and personally to other home owners in this subdivision. Every homeowner in this subdivision has a list of things this company has failed to do. I see there is no statement what their contractor has to say about the construction procedures performed. I hope all the ****************** have their homes built by this company. 
  
  Sincerely,
  
  *************************

  Business response

  01/30/2024

  We understand the frustration, but by not reporting that the roof was leaking under the patio after the repair was initially done, is the reason it does not fall under the warranty.  If you reported that it was leaking, the issue would have been addressed 4 years ago.  It is unfortunate that you felt it unnecessary to bring it to our attention when it was happening.  Now that 5 years has passed and no homeowner maintenance done on the home such as caulking the windows and sealing outside, the leak has entered the home.  We can't help if we don't know, but when it hits the 5 year ***** that is the homeowners responsibility.  Our response is not meant to be taken as snide remarks, they are facts.  All issues that you reported within the warranty terms have been taken care of.   We are sorry that we could not come to a resolution for you and wish you luck.  

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home in ****************************************************************************************** cabinets were coming apart I notified sunrise builder about the situation they said I had to wait the 12 months period before they can do anything ok I waited the floors got worse then Covid hit they put it off then they got backed up I have been calling these people trying to get appointments finally they came out they said dogs did it now they are saying Im out of warranty and it wasnt like that when I moved in. they never wanted to or tried to fix it an inspector came out today he said the flooring was put in wrong its sitting directly on concrete no padding.

  Business response

  08/19/2022

  The homeowner closed in 2018.  They did report a flooring issue, a hollow sound when you walked on it.  The flooring contractor went out there in December of 2018 and explained there was nothing wrong with the floor.  The product used is a click product, it doesn't adhere to the floor, it floats, so there are areas when you walk you will feel as if it is hollow.  They then reported the floors again during their 11 month list and when the contractor went to check, the floors were torn up and scratched and the carpet was worn as if it was scratched.  These issues are not defects, they are damage from the homeowners animals and therefore are not covered under the warranty.  As for the flooring being installed incorrectly, that is not true.  Padding is not required for this flooring, it can be place directly on concrete.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After being in my home now for 2 years I discovered a leak at my front porch. I called the ******************* at Sunrise to report the issue and was basically told that because it is after the one year timeframe for warranty items they weren't responsible nor would they cover any repairs. After going back and forth with the warranty manager and she suggested that I get a roofing company to come out to access the issue. Out of my own pocket I paid for a roofer to come look at my roof. Basically I was told that my leak was the result of poor workmanship and cut corners. I sent photos and a detailed report of what was found and the warranty manager insisted that they would not repair my roof. Typically most reputable roofing companies will give either a 5 or 10 year roof warranty but Sunrise only allows a 1 year warranty taking the cheaper route...this is absolutely ridiculous and unheard of. My leak is from poor quality of work not weather damage or age.

  Business response

  07/19/2022

  Mr.  ***** purchased a home from Sunrise in May of 2020.  Upon closing of his home he accepted the warranty that was provided to him.  The warranty covers 1 year workmanship, 2 years mechanical and 10 years structural.  Roof leaks are covered under the first year of the warranty.  In our experience, if a roof leaks due to a workmanship defect, it will leak within the first year of being built.  ************** never reported a roof leak issue to us until this past week.  His roof did not leak previously.  We did not suggest to ************** to hire a roofer, he told us he was going to hire someone to look at the roof and he would get back to us.  We then explained to him that it was his prerogative to hire a roofer, but that did not mean we would be responsible for what the roofer found, especially if it was sealant missing or a raised shingle.  He went on and hired a roofer and sent pictures, The roofer found a missing shingle in the valley of the roof.  If that shingle was missing from the time ************** purchased the home, the leak would have happened in the first year.  Georgia has experienced several rain and wind storms over the past couple of years, it is very possible and most probable that the wind caught the tab of the shingle and it blew off, hence causing water to seep through and leak at his porch.  Once again, if this was reported in the first year, Sunrise would have addressed the issue under the warranty.  ************** has been living in his home for 2+ years and is therefor out of warranty.  If the warranty terms were not acceptable to ************** at the time of closing, he did not have to accept the home.  In general it is standard practice for builders in Georgia to give the same warranty as described above.  

  Customer response

  07/20/2022

   
  Complaint: 17584784
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   One thing is for sure, Sunrise will stand firm on their technicalities but won't stand equally firm on the quality of their workmanship. What disappoints me the most is that Sunrise didn't send one of their roofers out to at least take a look at the issue to determine for themselves what the issue is, nor did they offer the name of the *************** so that I could ask them myself to come out to take a look at my roof.I understand that we've had bad weather however no one can say how long it takes for a roof to start leaking. Sometimes these things do take some time to progress so for you to say it should have happened within the 1-year term is absolutely ridiculous! Had I known this was what is to be expected of Sunrise Builders I never would have given you, my business. My ****** has definitely been learned, that's for sure.
  
  Since Sunrise Builders wants to stand behind their Warranty policies, when should I expect my other items to be repaired that were reported during my 11-month inspection? As mentioned, it has now been 2 years that I've been in my home and these items haven't been resolved yet. Is this also "standard practice" for builders in Georgia or just typical of Sunrise Builders? At the end of the day, this has been poor quality, poor customer service and an overall bad experience with Sunrise Builders. I expect to hear from someone very soon regarding my outstanding warranty items that DO fall under the warranty terms.

   

  Business response

  07/22/2022

  **************,

  There are no technicalities that we are standing firm to.  We are unable to warrant our homes for the life of the home, and to expect that is not even reasonable.  Roofs are only warranted for a year for leaks and if the roof was defective, the leak would have shown well before now, especially with the weather we have had over the past couple of years.  As a second time homeowner, there is a responsibility to you as well.  We understand that you are not a roofer or a plumber, etc., but you are a homeowner.  If you bought a new car and the radiator leaked a year after the warranty expired, do you honestly believe the car dealership would stand behind the warranty after its expiration.  We are a business and we stand behind our work.  We appreciate feedback, good and bad, but once again we appreciate honesty.  We understand that you did not like the answer regarding your roof, but that does not mean that we are in the wrong as a business and don't stand behind our work.  We strive to make sure our homeowners are happy but that is not always attainable.  As for the items that you had remaining from your 11 month worklist, we already had this discussion and you were told that those items would be addressed.  As you know between COVID, material and labor shortages, the construction industry has been struggling.  When we spoke we told you that we are working you into our warranty tech's schedule for the handrail and the flooring contractor would be contacting you for the bathroom floor and the shower grout.  We are standing behind the issues that you reported within your warranty timeframe.

  If you have any further concerns please feel free to contact us.

   

• Initial Complaint

  03/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am in receipt of your email informing me of your intent to cancel my existing contract for Lot #**.It goes without saying, I am completely devastated by this news. I originally went under contract on March 8, 2021, almost a year to date. My initial contract to purchase was $290,175. I was so excited to be in the process of experiencing the American dream of homeownership. As I patiently awaited my anticipated closing date of November 2021, I received notice of a price increase, due to COVID and the cost escalation of building materials. So, on August 27, 2021, I agreed to amend my contract and accept the new price of $334,275, a $44,100 increase! While it was difficult to accept such a large increase for the exact same home, I was still excited to be moving into my beautiful home.With the anticipation of my impending closing, I immediately started purchasing new furniture for each room. You see Id been experiencing some personal issues and was looking forward to this home being a new start for myself and my son. However, my personal situation worsened, and I was forced to change my living arrangements and moved in with a family member. While this new living arrangement has been difficult, I knew I could bear it since my new home would be ready soon. I drive by the subdivision almost daily; watching each stage of my home get completed. My son was excited that he would finally know the enjoyment of having a new home, only to receive the devastating news that our contract has been cancelled. Im not understanding why our contracts are being cancelled since the remaining homes are almost completed.Canceling my contract, along with the many delays along the way, has created such hardship for me. My son has been staying with friends, since my family was only able to accommodate one of us. Also, all the new furniture I purchased was forced to be placed in a storage that I am now incurring additional monthly costs. Why are they still buildIing?

  Business response

  03/10/2022

  Unfortunately the construction climate today has been very challenging to maneuver, from supply chain shortages to price increases, labor shortages and more.  We are finding it difficult to commit to close and completion dates, as well as delivering a quality house.  We strive to provide quality and affordable housing to our buyers and we needed to take a step back to insure that the house we are selling, once complete, has gone through a rigorous quality control check.  At this time we are unable to commit to when this will be completed.  

*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. ↩