Sara Osborne
We initially had our meeting at the Chesapeake location; however, all locations are owned by the same company with the same Buisness license. I delayed writing this review because the experience was so upsetting, but I feel a responsibility to be honest for future customers. Based on my experience, I would not recommend Sunrise Kitchens Baths and Closets. It’s important to note that the majority of this company’s positive reviews are from previous ownership. Since the business was sold in September 2024, many of the employees referenced by name in those reviews are no longer with the company, which provides important context for prospective customers. My kitchen project was plagued by serious issues from start to finish and ultimately dragged on for 13 months, despite being promised a fully functioning kitchen completed within a few weeks. Despite being promised a “streamlined” and professionally managed project, that is not what I experienced. There was a clear lack of consistent project management throughout the renovation. Over the course of the project, I worked with at least five different individuals who were identified as managing my project, which is supported by written communication and documentation. For the majority of the project, no project manager came to my home to oversee work. Project management oversight did not occur until the final month, after DPOR became involved. Prior to that, subcontractors were frequently sent to my home without clear direction and often asked me what they were there to do. Work was performed that was not included in my contract, and afterward I was demanded thousands of dollars for this non-contracted work. No clear or itemized breakdown was ever provided explaining what was done, why it was done, or why it was supposedly required. I never agreed to this work, never approved it through signed change orders, and never consented to the additional cost. Despite this, the company refused to move forward or complete the project unless this unapproved payment was made, effectively holding the project hostage over charges I never agreed to. After two mediations, the company ultimately agreed that I did not owe payment for one of the change orders because the HVAC work in question should never have been done. That work involved replacing ductwork that had already been replaced earlier that year by another company and was still under warranty. In addition, changes were made to cabinetry without my consent, again with no signed change orders. Additional HVAC work was completed without a permit and was not up to code. After personally contacting a city inspector, the company was required to redo the work and have it reinspected. Documentation — including proof of purchase, warranties, and permits — was repeatedly requested and never fully provided. Due to the seriousness of these issues, I filed a formal complaint with DPOR (Virginia Department of Professional and Occupational Regulation). Following their investigation, the company was found to be in violation of regulations. What made this experience especially frustrating was the lack of transparency, poor communication, and unwillingness to fix mistakes. A kitchen renovation is a major financial and emotional investment, and this company did not treat it with the care or professionalism it deserves. I strongly encourage anyone considering this company to look closely at the timing of the reviews, ask detailed questions, and ensure everything is clearly defined and signed in writing before proceeding.
