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Sunrize Communications, LLC

Phone: (602) 284-4535 10248 East Posada Avenue, Mesa, AZ 85212 http://www.sunrizecommunications.com

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Description

This company provides commercial low voltage communication systems contracting services.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Sunrize Communications, LLC include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Sunrize Communications, LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: June 18, 2008 Business started: 11/13/2006 in AZ Business started locally: 11/13/2006 Business incorporated: 08/27/2007 in AZ
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Arizona Registrar of Contractors
1700 W. Washington Street #105, Phoenix AZ 85007
http://www.azroc.gov
Phone Number: 602.542.1525
Fax Number: 602.542.1599

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Amos B. Philbrick, Member Mr. Matthew J. Fortson, Employee Mr. David J. Philbrick, Member
Contact Information
Principal: Mr. Amos B. Philbrick, Member
Business Category

Electrical Power Systems Maintenance Fiber Optics Electronic Power Supplies Home Theater Telecommunications Equipment - Disability Communication Consultants Computers - Networks Security Control Equipment & System Monitors Security Systems Consultants


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    10248 East Posada Avenue

    Mesa, AZ 85212

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Complaint Detail(s)

9/25/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In Feb of 2012 I sch an appt to have CAT-5 wire ran to the living room of my home. I spoke with Amos Philbrick and he set up the appt and said he has a 2Hr work minimum. I then said "So if the job takes 30min to complete then I still pay the $120 2Hr fee?" He said yes, and I said "no problem". The tech arrived and inspected the area and said that he could not run the CAT-5 wire do to the lack of access to the ceiling of my living room. He then looked at my electronics box and suggested a router instead. I thanked him and he said he could help me configure my router when it arrived if I liked. And while looking in the box he noticed my internet cord wasnt plugged in for my office and plugged it in. I thanked him and said COX cable was coming out today to install and would take care of my internet and he then left. Several weeks later (March 1) I received an email statement saying I owe $120. I feel I am being taken advantage of because the tech was unable to do the work requested nor did he at anytime tell me I was gonna be billed regardless of work being done or not. When I emailed Amos he responded fine if I feel that way then he will just turn me over to collections. Upon further emails to resolve he responded that if I wanted to discuss this matter further then he would have his attorney contact me. I said that would be great. The next email received was April 30 asking for payment to avoid any other fees. My emails were all professional and non-threatening. They are saved and will forwarded if it will help resolve the issue. To avoid other similar issues I think the company should have the techs bring contracts to sign to inform the customer and avoid confusion. I wish to avoid any negative credit reporting and hope this can be resolved. Thanks

Desired Settlement: The fee should be waived because the work requested was not complete. Amos or the tech at no time informed me there would be a charge for just coming to my house. No contract was ever signed.

Business Response: To Whom It May Concern;


It is unfortunate that this has to be a typical action of a customer who feels they do not need to pay a legitimate invoice.

We received a call from a customer requesting a technician to come out to his home and install a cable which he assumed was the problem for internet access for the room needing service.  As always, we informed the customer that our rates for a non-bid job, time and material, is $60 an hour with a two hour minimum which also covers any travel expenses. This is a very competitive rate in our area.

Once our technician was on site, he determined that there was not typical attic access and installing a cable for this room would take a great deal of work including tearing up drywall and drywall patching.  Which we are capable of, but would be a very expensive project. We also recommended if he wants multiple network connections he would need a router with multiple ports.

The customer agreed that he did not want a cable to be installed.  Our technician then went to look at the wall location where all the house data and phone cables are located, he is trained as all of our technicians to troubleshoot to determine why the cable or equipment is not operating the way that it is intended to. 

Our technician found that his router was not even hooked up correctly. So our technician installed 2 white patch cords as you can see in the before and after picture.  This did indeed correct his problem.  We thought everything was fine as every other project has been up to this point with hundreds of satisfied customers.  We sent him the invoice.  A month went by and no response from our customer.  We resent the invoice to then attempt to get a response.  The customer felt that all our technician did was plug in some cables and it did not take more than a few minutes.  Also he said he was not going to pay the invoice.  He claims that he told our technician to not install the cable that we discussed on the phone originally.   Therefore he was not going to pay the invoice.

We sent him an email saying that if he did not pay for labor that was done, we would have to forward this invoice to collections/attorney, which we did.  And of course his retaliation is the complaint that he filed with the BBB.  We have gone to sites in the past and customers have told us to not do any work because they changed their mind or just didn't want anything done for whatever reason.  In these cases we have never charged those customers because nothing was actually done.

But in this case, work was done. It may have been minor, but nevertheless work was done and the problem the customer had was fixed so the terms should be met.  It is truly sad that anyone even considers taking advantage of a small business thinking that because how small they are or what they thought of the technician on site justifies them to not pay a legitimate invoice.

Our attorney does have this invoice; also we are pursuing payment although it will create a loss for our business due to the costs.  Due to this incident we no longer agree to do house installations or troubleshooting unless the customer agrees to pay the invoice before the technician leaves the site. We regret to have to resort to this arrangement to offer our good standing residential customers and/or home owner's service. Unfortunately, this customer has made our payment terms change for all residential projects.


Business Response: To Whom It May Concern;


It is unfortunate that this has to be a typical action of a customer who feels they do not need to pay a legitimate invoice.

We received a call from a customer requesting a technician to come out to his home and install a cable which he assumed was the problem for internet access for the room needing service.  As always, we informed the customer that our rates for a non-bid job, time and material, is $60 an hour with a two hour minimum which also covers any travel expenses. This is a very competitive rate in our area.

Once our technician was on site, he determined that there was not typical attic access and installing a cable for this room would take a great deal of work including tearing up drywall and drywall patching.  Which we are capable of, but would be a very expensive project. We also recommended if he wants multiple network connections he would need a router with multiple ports.

The customer agreed that he did not want a cable to be installed.  Our technician then went to look at the wall location where all the house data and phone cables are located, he is trained as all of our technicians to troubleshoot to determine why the cable or equipment is not operating the way that it is intended to. 

Our technician found that his router was not even hooked up correctly. So our technician installed 2 white patch cords as you can see in the before and after picture.  This did indeed correct his problem.  We thought everything was fine as every other project has been up to this point with hundreds of satisfied customers.  We sent him the invoice.  A month went by and no response from our customer.  We resent the invoice to then attempt to get a response.  The customer felt that all our technician did was plug in some cables and it did not take more than a few minutes.  Also he said he was not going to pay the invoice.  He claims that he told our technician to not install the cable that we discussed on the phone originally.   Therefore he was not going to pay the invoice.

We sent him an email saying that if he did not pay for labor that was done, we would have to forward this invoice to collections/attorney, which we did.  And of course his retaliation is the complaint that he filed with the BBB.  We have gone to sites in the past and customers have told us to not do any work because they changed their mind or just didn't want anything done for whatever reason.  In these cases we have never charged those customers because nothing was actually done.

But in this case, work was done. It may have been minor, but nevertheless work was done and the problem the customer had was fixed so the terms should be met.  It is truly sad that anyone even considers taking advantage of a small business thinking that because how small they are or what they thought of the technician on site justifies them to not pay a legitimate invoice.

Our attorney does have this invoice; also we are pursuing payment although it will create a loss for our business due to the costs.  Due to this incident we no longer agree to do house installations or troubleshooting unless the customer agrees to pay the invoice before the technician leaves the site. We regret to have to resort to this arrangement to offer our good standing residential customers and/or home owner's service. Unfortunately, this customer has made our payment terms change for all residential projects.


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9014302, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear 

The response from Sunrize Communications are grossly inaccurate. He states he emailed an invoice and there was no response for one month. I have been working diligently for a resolution and have proof of this in my emails that were forwarded to you the BBB. I responded to the invoice the very next day. And I have continued to respond after each email Ive received and this can be verified through my forwarded emails. My complaint has nothing to do with retaliation for I have never made a complaint to the BBB or any other website but I feel I am being taken advantage of and with only threats of attorneys and collections I felt this maybe helpful in a resolution. As for "fixing my router" there was nothing to fix. My router has been working without issues since it was installed by COX Cable this can be verified if needed through COX. If my internet was not working correctly I would not contract this company I would have contacted the installer and this would have been fixed free of charge. There was nothing wrong with my internet! Ken plugged in 1 patch cord to a room in which I dont even need internet and then took a picture without my knowledge. He then returns to tell me he plugged in a patch cord and leaves without leaving an invoice because there was no contracted work done. All I wanted was CAT-5 wire installed. He states "We have gone to sites in the past and customers have told us to not do any work because they changed their mind or just didn't want anything done for whatever reason.  In these cases we have never charged those customers because nothing was actually done". Then he admits the work I asked for was not done and still bills me for something that I did not need. I have no problem paying for services that Ive requested. But Im more than frustrated that a business could take advantage of a potential customer like this. Then while trying to resolve the issue they decide to turn the invoice over to collections to hurt my credit score. I ask that the invoice be cancelled and that it reflects such with the collection service. 


Regards,

***** ****


 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9014302, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear 

The response from Sunrize Communications are grossly inaccurate. He states he emailed an invoice and there was no response for one month. I have been working diligently for a resolution and have proof of this in my emails that were forwarded to you the BBB. I responded to the invoice the very next day. And I have continued to respond after each email Ive received and this can be verified through my forwarded emails. My complaint has nothing to do with retaliation for I have never made a complaint to the BBB or any other website but I feel I am being taken advantage of and with only threats of attorneys and collections I felt this maybe helpful in a resolution. As for "fixing my router" there was nothing to fix. My router has been working without issues since it was installed by COX Cable this can be verified if needed through COX. If my internet was not working correctly I would not contract this company I would have contacted the installer and this would have been fixed free of charge. There was nothing wrong with my internet! Ken plugged in 1 patch cord to a room in which I dont even need internet and then took a picture without my knowledge. He then returns to tell me he plugged in a patch cord and leaves without leaving an invoice because there was no contracted work done. All I wanted was CAT-5 wire installed. He states "We have gone to sites in the past and customers have told us to not do any work because they changed their mind or just didn't want anything done for whatever reason.  In these cases we have never charged those customers because nothing was actually done". Then he admits the work I asked for was not done and still bills me for something that I did not need. I have no problem paying for services that Ive requested. But Im more than frustrated that a business could take advantage of a potential customer like this. Then while trying to resolve the issue they decide to turn the invoice over to collections to hurt my credit score. I ask that the invoice be cancelled and that it reflects such with the collection service. 


Regards,

***** ****


 

Business Response:
Everything we have stated is true.. I did leave out the fact that our technician did crawl through his attic trying to install the cable and told the customer that he would have to cut holes in the drywall, the customer told him not too.

If crawling in an insulated attic in Arizona isnt considered work then I dont know what is

We have pictures to PROVE that work WAS done, of course this customer wont say this has been resolved and that is why we are taking him to court.  A judge will see that work was done.  And that is what are argument is about not some discrepancy that is irrelevant

Business Response:
Everything we have stated is true.. I did leave out the fact that our technician did crawl through his attic trying to install the cable and told the customer that he would have to cut holes in the drywall, the customer told him not too.

If crawling in an insulated attic in Arizona isnt considered work then I dont know what is

We have pictures to PROVE that work WAS done, of course this customer wont say this has been resolved and that is why we are taking him to court.  A judge will see that work was done.  And that is what are argument is about not some discrepancy that is irrelevant

BBB's Final Determination: Complaint was settled through BBB mediation

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