ComplaintsforSierra Pacific Home & Comfort, Inc.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opted to add more solar panels to my original system through the same company Sierra Pacific Home and Comfort. The installation of the panels seem to have gone by with no issues, however the issues started after that. They were inundated with solar applications and were not able to keep up with the volume. They were delayed in responding to deficiency notices from PG&E and we did not obtain PTO until I escalated through PG&E 8+ months later. Through the application process with the county they listed the wrong service address on the final Building Permit which in turn caused issues with PG&E. I need this corrected. I also started having issues being able to monitor my production for the solar system installed on the shop, this resulted in not being able to verify the system on top of the shop was working properly. It stopped producing energy for 2.5+ months resulting in loss generation. The last issue is the shop technology is going to be grandfathered and I will not be able to monitor this system through the application unless the wireless capability is upgraded to a newer technology. I tried working with ****** for a long time until she stopped responding to my calls, emails and text. Then I was assigned to a gentleman named ***** who was responsive at first but eventually stop responding as well. At this time my issues have been unresolved and no one is getting back to me.

  

  Business response

  02/26/2024

  We are happy to fix the permit and all other matters that are within our control to handle. Please expect our call.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Sierra Pacific Home & Comfort **** It was explained me the took over for One Hour heating & Air a company no longer in business of whom I bought my 3 year old unit from. The heating and air condition worked goof except for there was no air flood flooding to the back of the house. The technician came Out 1/30/24 time window about 5pm he sent me an email stating the issues he thought where the problem. However after the technician left we noticed the unit was inoperable. The unit would not turn on at all. I called Sierra Pacific out again they where scheduled to come back to see why they unit wouldn't turn back on however they canceled and gave me several excuses. I run and operate a residential care home for Developmentally disabled adults and elderly persons are my resident. I have a resident with severe asthma and other health concerns. Being in a ice cold house is dangerous to his health. He could become very sick. My unit was working fine except the flow of air Not circulating to the back of the house. However the unit did flow warm air throughout the house just not in the back now there no air flowing at all. My residents are all very cold. I've tried to resolve this matter, with management however they refuse to contact me or speak with me now my unit is broke.

  

  Business response

  02/05/2024

  The management team is researching this matter and will follow up to ensure a repair is offered. We will investigate who was involved and do training and coaching as necessary.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired on 07SEP23 to fix drip pan in order to prevent re-occurrence of water overflow onto floor and water damage to wall and room on other side. This repair was necessary to proceed with homeowners insurance claim for repair of water damage from A/C unit drip. Work consisted of clearing drain, installing larger drip pan to catch all water dripping from unit, installation of secondary drain, and installation of moisture detector to shut down system if water accumulates in pan. After this costly repair, water accumulated in the pan and dripped directly onto the floor causing a re-occurrence of water damage to the wall and adjoining room. While the business came out to install another larger pan to cover the entire unit, I've reached out numerous times over the course of week to seek resolution of the subsequent water damage issue which occured after the repairs to ensure water did not escape from pan and create damage to adjoining structures. They have ignored every attempt to discuss issue. I am forced at this time to seek out other means to force a resolution.Attached is the invoice for work completed by Sierra Pacific.

  

  Business response

  10/09/2023

  This is an old unit that was installed by another company, not Sierra Pacific. The unit needs multiple service upgrades. The initial work by Sierra Pacific was to change the drain pan because the old one had to be replaced. But the structure of the home only allowed for a similar size pan to replace the old one. The unit has other problems that need to be addressed, so after Sierra Pacific changed the drain pan, the unit still leaked. The homeowner is expecting Sierra Pacific to pay for 3rd party testing for water leaks that are due to the original problems to the unit. Sierra Pacific is happy to provide top quality service and repairs to get the unit so that it is performing as best it can for it's age and condition. Sierra Pacific is not financially responsible for other testing and correcting other problems. There are pre-existing problems that still need to be addressed, so the unit leaks and other impacts are not the responsibility of Sierra Pacific.

  Customer response

  10/12/2023

  I am rejecting this response because:

  Sierra Pacific misrepresented the issues at hand.  Firs, as remedy, I am not seeking,"Sierra Pacific to pay for 3rd party testing for water leaks that are due to the original problems to the unit." I am seeking financial responsibility for an inspection of any potential mold issues and remediation of such if necessary. Any mold issues would be a result of the water pooling on the floor and coming into contact with wood framing after repairs conducted by Sierra Pacific to specifically address capturing any leaking water from the unit.
  
  Secondly, the age and condition of the unit are irrelevant.  The repairs contracted were to ensure any leaking would not pool on the ground and impact the structure of the home. In fact, contrary to Sierra Pacific's response a larger pan was installed not once but two times with the second pan covering more of the unit after the water event occurred. In addition to the initial larger water pan installation, a secondary drain and moisture detector were installed.  All these efforts were sold with the understanding that any water from a future leak would be captured and either removed by the drains or unit would be shut-down by the moisture detector thereby stopping any leaking.
  
  I have attached a report from the mitigation company that conducted work after the initial water event.  It states that a dry standard was achieved and antimicrobial was applied.  As such any potential mold issues from the second water event that occurred after the initial repairs conducted by Sierra Pacific would be a direct result of the failure of repairs conducted by Sierra Pacific that allowed for a second water event to impact the home structure.
  

  

  Business response

  10/13/2023

  Sierra Pacific rejects financial responsibility for an inspection of any potential mold issues and rejects responsibility for remediation of such if necessary. Any mold issues would be a result of the water pooling on the floor and coming into contact with wood framing related to pre-existing and on-going matters with the home; even after repairs conducted by Sierra Pacific, which were only initial steps to address a multitude of matters that exist.

  As evidenced by the homeowners additional demolition of wall area to allow Sierra Pacific to do work that was not feasible initially. Once the homeowner created workable space for Sierra Pacific to do additional work, the work was performed. And there are still additional measures that should be taken (such as coil cleaning) to prevent the unit from having further problems.

   

   

  Customer response

  10/16/2023

  I am rejecting this response because:

  Sierra Pacific's contention that "Any mold issues would be a result of ....... pre-existing conditions", is factually not correct.  As evidenced by the water mitigation report prepared by Rytech, which was previously submitted, the area in question was returned to a dry state and antimicrobial applied to ensure no mold would develop.  This was ordered by and accepted by my homeowner's insurance as evidence the area was restored to its previous state.  

  The subsequent water issue was a direct result of the failure of repairs on the part of Sierra Pacific.  Sierra Pacific was hired to prevent any additional water issues from impacting the structure of the home by ensuring water initiating from the leaking AC unit would not reach the floor of the structure.  This was addressed by installing a larger drip pan, clearing out the main drain pipe, installing a secondary drain pipe, and installing a moisture detector.  All these measures failed as evidence by the structure experiencing a second water event.

  As previously stated, the area in question was subject to comprehensive mitigation for water and mold.  Therefore, any subsequent damage caused from the second water event would be a result of the failure of the repairs conducted by Sierra Pacific.

  
  

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested service at the beginning of August 2023 for a problem with an A/C unit which was installed the previous October. They scheduled it for the end of August, 3 weeks later. That day no one showed up. When I called they were very apologetic and told me someone would be there between 9 -1 the next day. No one came, again. When I texted them they said he would now be there between 1-5!

  

  Business response

  09/14/2023

  A member of our supervisory team reached out to the client and went over his concerns. He explained that he had a great experience with the technician and his struggle was with our office staff. We addressed those concerns and offered complimentary service for his Heating system as well. The client was happy and we ending the conversation on good terms. 

  Customer response

  09/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *Date of transactions 03/30 Original call to Sierra Pacific to come out to complete repair to solar panel as well as complete the start up for the season. 05/04 a service rep came to our residence and did not have all the work supplies to complete the job. He apologized and said someone would call to reschedule, and weeks went by. They up-sold us in a gold package for $24.99 a month and said that we would now be a priority. I called and the phone rang and rang for hours. Finally, after texting them and asking for a manager, a supervisor called at 8:30pm and said there is nothing that she could do, and I could talk to her manager (but she is on vacation for 2 weeks) 06/09 a voicemail indicating that they would arrive between 9am to 1pm. 06/10 A Service rep was supposed to be at our house between 9am to 1pm; my husband calls @ 12:45pm and spoke with ***** and he would leave a message for *** to callus back on Monday. ***** said that the service rep will be at our house at 3pm or 3:30pm still no one and finally @ 4:30 **** shows up and starts working on solar (8 hours waiting on a Saturday when we had a baby shower to attend and had to last minute cancel plans. **** could not once again finish the job because it got too dark. I emailed the service rep **** to please reach out to management. No phone call and on 06/14 I had to reach out again and wait for over 50 minutes for a manager and *** (supervisor) gets back on the phone and says that the service guy was backed up. I do not feel that we should be responsible to pay for this type of service. The solar job is still not finished and there is no date to complete this work order and no compassion to how much frustration this has caused us. *The amount of money that is owed is $450.00 (pending more work that didnt get complete while on the job- because rep came too late $1000) Plus, I pay $24.95 monthly x12= $300 a year oSaid they were going t waive June, July, and August and I got charged for *****asked *** to send an email out lining that I will be now able t get 4 months waived- (July, August, ******************** the business committed to provide you- We have a gold package which includes Sierra Pacific coming out and starting the solar up at the beginning of spring and they had some repairs to complete and they are still not done. 03/30 Original call to Sierra Pacific to come out to complete repair to solar panel as well as complete the start up for the season. 05/04 a service rep came to our residence and did not have all the work supplies to complete the job. He apologized and said someone would call to reschedule, and weeks went by. They up-sold us in a gold package for $24.99 a month and said that we would now be a priority. I called and the phone rang and rang for hours. Finally, after texting them and asking for a manager, a supervisor called at 8:30pm and said there is nothing that she could do, and I could talk to her manager (but she is on vacation for 2 weeks) 06/09 a voicemail indicating that they would arrive between 9am to 1pm. 06/10 A Service rep was supposed to be at our house between 9am to 1pm; my husband called @ 12:45pm and spoke with ***** and he would leave a message for *** to callus back on Monday. ***** said that the service rep will be at our house at 3pm or 3:30pm still no one and finally @ 4:30 **** shows up and starts working on solar (8 hours waiting on a Saturday when we had a baby shower to attend and had to last minute cancel plans. **** could not once again finish the job because it got too dark. I emailed the service rep **** to please reach out to management. No phone call and on 06/14 I had to reach out again and wait for over 50 minutes for a manager and *** (supervisor) gets back on the phone and says that the service guy was backed up. I do not feel that we should be responsible to pay for this type of service. The solar job is still not finished and there is no date to complete this work order and no compassion to how much frustration this has caused us. *What is the nature of this dispute? Work is not completed, and customer service is horrific, and we do not trust what they say. Do not want to be responsible for their inconsistencies and want them to work out some type of reasonable price adjustment to waste our time. *Whether or not the business has tried to resolve the problem They tried to hire someone on the weekend because they are not able to service their customers request in a timely manner and it just brought more frustration by not being respectful of our time and how we once again set a side time for them to come and complete.

  

  Business response

  06/15/2023

  I am the owner and I am reviewing this matter with my management team to better understand the circumstances.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have emailed this business entity to promptly remove ** from their third party marketing material postal mailing distribution list via email, addressing that we are not interested (and with **** we have all officially registered ourselves on the Do NOT MAIL list). We have received more marketing material from Sierra Pacific despite our previous request. We just want this business enterprise to cooperate and stop mailing ANY marketing materials to our home once and for all. We want to receive official writing stating that they have received and processed this request and we will no longer receive any future marketing material addressing to anyone at this address. Thank you.

  

  Business response

  01/31/2023

  We will remove this address from the mailing list that is used by our provider. 

  Customer response

  01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My complaint In the simplest terms, from design to install, and all along the way I have told Sierra Pacific I wanted 10kw of production, and the EXACT system I have with my other Solar system, (SolarEdge w/LG 9.6kw) this other Solar edge shows and reports power and loads in all directions. (Grid, Load, Solar, Battery) I know what I am using, and how I am using it.My home on Southwood does none of these things. With Sierra Pacific system your 2 apps ********************** fail to report any usage amounts and flows. And for all intent and purposes they are useless, From day one I have told *********************, ************, and ***** the Installer, that I wanted to see ALL energy coming into and out of my home. I have logged a formal complaint on your web site (twice actually), I even requested the Rite to Cure, on 4/12/21 when I was about to pay the entire bill they asked me if all work was done to my satisfaction and functioning as ordered, of course I said no, but in GOOD FAITH I paid them ****** so that way your cost were covered for ******* have never had any intention of withholding payment, you state provide everything that was promised on the contract but this in not the case, None of the software is working, I am not getting 10k (real world should be maybe 9kw) I would like the system I ordered, 10kw and ALL the software (Evervolt and/or SolarEdge) reports like the Manufactures information and Apps show. The Battery B/U does not backup up in the event of power loss not automatic, not as I ordered.But since Sierra Pacific has now put a Lien upon my home and the Solar Fan was never installed per the Contract signed on 6/26/20. since my fan was never installed, I find it very unconscionable that Sierra Pacific would place a lien when the original install work noted in the contract has not been performed.I requested a resolution with SP to no avail

  

  Business response

  01/23/2023

  The system is operating to the precise specifications of the contract and was verified by the manufacturer to be working properly also. 

  I am verifying the solar attic fan matter and if that is not yet provided, we will in fact provide that per the contract or provide a credit.

  Customer response

  01/24/2023

  
  Neither Sierra Pacific or Mr. ****** has responded. before PLACING A lIEN ON MY HOME.
  
  My Complaints are, and for the last 2 yrs. have been.
  Ordered 10kw of production but I am only getting 7.5kw, I requested numerous times verbally and in writing to Fix my system to produce what I contracted SP to install. 10KW of production. 
  
  I ordered a System EXACTLY like another Solar System I own since 2017 (SolarEdge **** ** 9.6kw Battery) My other system shows ALL usage and production WITHIN the system, this System actually is showing in real time ALL the Kw being utilized. a System that will respond to power loss from the grid, switching to and fro, from the grid, automatically! (SP first proposed replacing the two (2) ** batteries in a Work order (6/26/20) SP claimed it will be EXACTLY the same just a Kw or so smaller. ********** manufacturer specs, brochure, all show power usage flowing in all directions, on the App, Web Portal, and Digital display) BUT MY SYTEM HAS NONE OF THESE FEATURES WORKING
  
  My system reports none of these.
  
  Likewise, for the SolarEdge App & web portal DO NOT WORK!!!
  
  I ordered a fully functioning system that would make me up to 10kw and run in a Perpetual loop (System can sustain itself without any manual intervention) exactly like my other solar system I presently own. this system FAILS TO EVEN MEET THAT STANDARD!
  
  SolarEdge has advised me that the Evervolt battery is NOT compatible with their Inverters for reporting and or/ receiving energy usage reports, Which Sierra Pacific must have known when they wanted to CHANGE my system from ** I ordered to this ********* that does not even do the simplest feature of Battery Backup, and that is to Back up my home. 
  Neither Sierra Pacific or Mr. ****** has responded.
  
  My Complaints are, and for the last 2 yrs. have been.
  Ordered 10kw of production but I am only getting 7.5kw, I requested numerous times verbally and in writing to Fix my system to produce what I contracted SP to install. 10KW of production.
  
  I ordered a System EXACTLY like another Solar System I own since 2017 (SolarEdge **** ** 9.6kw Battery) My other system shows ALL usage and production WITHIN the system, this System actually is showing in real time ALL the Kw being utilized. a System that will respond to power loss from the grid, switching to and fro, from the grid, automatically! (SP first proposed replacing the two (2) ** batteries in a Work order (6/26/20) SP claimed it will be EXACTLY the same just a Kw or so smaller. ********** manufacturer specs, brochure, all show power usage flowing in all directions, on the App, Web Portal, and Digital display) BUT MY SYTEM HAS NONE OF THESE FEATURES WORKING
  
  My system reports none of these.
  
  Likewise, for the SolarEdge App & web portal DO NOT WORK!!!
  
  I ordered a fully functioning system that would make me up to 10kw and run in a Perpetual loop (System can sustain itself without any manual intervention) exactly like my other solar system I presently own.
  
  SolarEdge has advised me that the Evervolt battery is not compatible with their Inverters for reporting and or/ receiving energy usage reports, Which Sierra Pacific must known when they decided to CHANGE my system from ** to this ********* that does not even do the simplest feature of Battery Backup, and that is to Back up my home.
  Screen shot of ********************* running FROM the Load To Battery and ***** ****** does NOT come from the Load, it flows To the Load) With No Solar readings ever!  Does that sound or look like a "The system is operating to the precise specifications of the contract and was verified by the manufacturer to be working properly also." 

  At No time in the last 2yrs has Sierra Pacific Home & Comfort made my System work, I have waited, emailed. Spoken to *** **** EVERYTIME voicing my complaints that Nothing is working properly, Battery Backup that DOES not BACKUP, i HAVE Absolutely NO IDEA HOW MUCH ENERGY IS BEING USED, CONSUMED, ETC

  
  

  

  Business response

  01/26/2023

  The ********* factory rep. was at the home to verify the installation was done correctly.

  The homeowner does not understand his system in spite of the numerous attempts to communicate the same information, in different methods.

  Initially there were challenges with the Evervolt system that ********* were unaware of in an AC Coupled application. In consideration of this fact, Sierra Pacific did not demand payment from **************** for the period of time in which we waited for ********* to complete engineering and design upgrades. Once those were complete, we worked through a series of modifications on the ********* inverter and Evervolt battery until they were installed and operating according the factory specifications and as a AC coupled system to the existing solar system.

  Now that Sierra Pacific has completed this work, with no demand for progress payment, it is time to pay the invoice. 

  In good faith and adherence to our warranty, Sierra Pacific did all this work without renumeration for the expenses for matters that were out of our control.

  The homeowner has tens of thousands of dollars of equipment and labor hours and he is benefiting from the system.

  Sierra Pacific deserves payment for the contract amount.

  Customer response

  02/01/2023

  I am rejecting this response because:

  Sierra Pacific Home &Comfort has not addressed any concerns as expressed previously,
  
  I will also respond to Complaint ID ********. *************************************** Home & Comfort, **** has provided on,
  
  Monday, January 23, 2023
  The system is operating to the precise specifications of the contract and was verified by the manufacturer to be working properly also
  Sierra Pacific Home &Comfort has not in any of their previous responses to The BBB addressed the clipping of my system at 7.5kw that I first reported to Sierra Pacific Home & Comfort in March of 2021 and Sierra Pacific Home & Comfort seem to CONTINUE to NOT give any direct answer to The BBB, as to why none of the Mobile applications supplied by the manufactures or the manufactures web portals report all four energy sources in Kw (Solar, Grid, Load, Battery) Could the BBB please request a response to these issues that I have requested ever since first reporting in an email addressed to Mr. ************* 10KW of production as ordered has not nor can it be produced by using a 7.6kw inverter.
  Could Sierra Pacific Home & Comfort please address a response focused on answering this issue?
  
  Both SolarEdge &********* Evervolt apps do not report or show any energy-related readings or report all usage in Kw. I submitted file EV Manual Readings.jpg  from the Evervolt Brochure that shows the Battery reporting energy readings in Kw. And all 4 sources of energy (Grid,Solar, Consumption, Battery)
  Could Sierra Pacific Home & Comfort please address a response focused on answering this issue?
  
  I am verifying the solar attic fan matter and if that is not yet provided, we will in fact provide that per the contract or provide a credit.
  And why have I waited 2 years (I understand Covid, Etc) to have installation done? I submitted file ****** Contract.pdf which clearly will show to the casual observer on Pg 2 the box for Solar fan is checked. This is the original contract signed on 6/26/20. At NO time since 4/22/21 has Sierra Pacific Home &Comfort reached out to me, or made any mention of Crediting my account in regards to their failure to fulfill the contract signed on 6/26/20.
  This same contract also shows that the box for System Monitoring is checked followed by TYPE dashboard by owner        (Which is the My SolarEdge Portal) The contract states I have system monitoring, but none of the apps or Web sites operate according to the manufactures supplied apps on the MySolaredge (www.solaredge.com/us/mysolaredge) portal which states Monitor your real-time production and consumption* on one dashboard it also states that the dashboard will Adjust battery backup settings keep the lights on even when the grid is off with the Hub Inverter DC-coupled solution.
  Could Sierra Pacific Home & Comfort please address a response focused on answering this issue?
  
  The ********* factory rep. was at the home to verify the installation was done correctly. The homeowner does not understand his system in spite of the numerous attempts to communicate the same information, in different methods.
  I understand that at no time since my PTO, have the Mobile apps or Web portals reported any Grid, Consumption, or load). I understand this system has a Manual transfer from grid to battery in the event of grid loss I Understandwhen I spoke with the ********* factory rep who stated to me that It cannot be done when I asked why I have no energy readings (Showed him the Evervolt documentation
  Initially there were challenges with the Evervolt system that ********* were unaware of in an AC Coupled application. In consideration of this fact, Sierra Pacific did not demand payment from **************** for the period of time in which we waited for ********* to complete engineering and design upgrades. Once those were complete, we worked through a series of modifications on the ********* inverter and Evervolt battery until they were installed and operating according the factory specifications and as a AC coupled system to the existing solar system.
  At no time has the installed and operating according the factory specifications and as a AC coupled system to the existing solar system. Been mentioned or brought up during my original filing with The BBB. I have requested that the Evervolt Battery REPORT all energy usage (Load, Grid, Solar, Battery) per the Mobile app supplied by the manufacture. And Back up my home in event of power loss from the grid.
  I pose this question to Sierra Pacific Home & Comfort. Does my system report ALL energy usage as per what the average solar user would reasonably expect? And as shown in Evervolt Brochures, installation documentation, web portal? 
  Monitor your real-time production and consumption* on one dashboard
  
  Now that Sierra Pacific has completed this work, with no demand for progress payment, it is time to pay the invoice. 
  While at NO TIME did I have to pay until the completion of a fully functioning system, and the installation of a Solar Fan In good faith I paid 1/3 of the balance.
  
  Per email addressed 4/22/21 to MR ****** I stated Bottom line is The installation was great, ***** knows what he is doing, but I did not, nor do I want a throttled (Clipped) system, I requested before, during, and even now. I need to see ALL aspects of my System,Production, Storage, consumption, At the present time after approx. six (6)months I have none of these features. My PTO was turned on in Jan this is now April, soon to be May
  Sierra Pacific deserves payment for the contract amount.
  I have always been willing to discuss payment,and as noted, have made partial payment, Sierra Pacific Home & Comfort has responded by placing a lien upon my home.
  
  Sierra Pacific Home &Comfort has not in any of their previous responses addressed the clipping of my system at 7.5kw that I first reported in March of 2021 and Sierra Pacific Home & Comfort seem to CONTINUE to NOT give any direct answer to The BBB, as to why none of the Mobile applications supplied by the manufactures or the manufactures web portals report all four energy sources in Kw (Solar, Grid,Load, Battery) Could the BBB please request a response to these issues that I have requested since reporting in an email addressed to Mr. ******  4/22/21 Files U/L to BBB EV Manual readings.jpg & EV No readings.jpg
  
  
  On 1/30/2023 Sierra Home & Comfort should have received a certified letter per Civil Code Section **** to ****, proceeding initiating legal action to remove the Lien placed upon my home.

   

  Thank you

  
  

  Customer response

  02/09/2023

  No, there is no court proceedings at this moment. Seirra Pacific placed a Lein on my home after I contacted them to resolve this issue. 1/11/23
  I had previously paid:  $22,713 to Sierra Pacific and $895 to ****************** on 1/06/21 down towards the Solar. **************** now claims in an email dated on 2/9/23 I have never paid anything. 

  
  "I can rest easy at night knowing I have acted in total honor and ethics to serve you, despite your failure to make even partial payment in good faith to me. I had right to progress payment that I did not demand. I waited to fulfill the contract. The contract is fulfilled sir."

  
  and again

  
  "Youve had the benefit of an operating PV system and operating battery and have not yet paid even partial payment for the hard costs of product, permits, labor, materials, and overhead. Sierra Pacific, in good faith, did not expect or demand payment of any amount due to the delay from the manufacture. So, in good faith, we delayed invoicing you until the Manufacturer had provided Sierra Pacific with the product and support that we had offered you on contract. Moreover, we committed massive levels of man hours and warranty support beyond the scope of the contract to demonstrate good faith and resolve the manufacturer problem; all at considerable expense to Sierra Pacific."

  

  Business response

  02/09/2023

  I have requested to meet face to face with **************** to come to a resolution.

  Panasonic has logged in online to verify the battery is working and they provided that documentation. If the owner does not know how to read the monitoring, they are willing to assist.

  Regarding the Solar Attic Fan; this was a promotional product we offered at no charge and when we went to install it, the owner declined to have it installed because the only location on his roof for it to work was not to his liking.

  I am happy to resolve this matter with *****************

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several months ago (4) I contracted with Sierra Pacific to service our solar system. The work was to map the solar panels and fix the convertors for two panels that were not producing. The converters were fixed but a week later the two panels are not working and the system hasn't been mapped yet. I have tried to contact the people in the division several times, first, it was *****, and now is ************, who keeps telling me somebody is coming to fix the problem and nothing has happened, he is also not very good at responding to messages or answering my calls. I am filing this complaint because I am tired of trying to get this work done, work that was paid already and which is resulting in my system not producing the energy it is supposed to produce for several months.

  

  Business response

  08/23/2022

  Due to some disruptions to our labor force we are handling all work orders in a sequence according to staff skills and availability. We will ensure this work is completed as planned in as soon a time frame as is possible. We apologize for the delays that are not in our control and promise to fulfill our commitment to complete the work properly, with good craftsmanship, and with tradesmen that you will like and trust.

  Customer response

  08/23/2022

  I am rejecting this response because:
  
   
  
  I have been waiting for the resolution of this problem for several months now and the response doesn't give a time frame for when these problems (and work already paid for) will be solved- I can bee several more months. I also would like to get to talk to somebody and get a timeline for the work/ repairs and not just left hanging without response every time I call.
  
   
  
  Thanks,
  
   
  
  *****
  
   
  
  

  

  Business response

  08/24/2022

  I will review options with the Operations team. I understand this is not a system we installed and we have performed service work on this to repair it. In the past, we have experienced some difficulties performing repairs on solar electric systems done by other installers; these can be difficulties that are not fully understood or resolved in the first attempt. I need to understand if this is a factor in your situation. We will work to our fullest capability on your behalf. We take pride in our expertise to service these systems. We appreciate your concern and hope to fully resolve this.

  Customer response

  08/28/2022

  I am rejecting this response because: until the mapping and the fixing of the panels that are not producing is performed (something I paid for months ago) I cannot be satisfied- this was supposedly done months ago but the mapping never happened and the two panels that they say they fixed are not producing.. This answer puts all the responsibility in the company that installed the system without acknowledging that this work was in part performed by Sierra Pacific previously. In addition, I need a date of when this will be solved, when the people will come and fix the panels and map the system? I haven't seen that in any response so far and the folks at this company are not taking my calls anymore... If I dont have a date I would have no other option that to report this to the state regulating agency.
  
  Thanks
  

  

  Business response

  08/30/2022

  I understand your concern and our aim is to provide exactly that to you.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sierra Pacific Home and Comfort (SPHC) sold and installed a home and pool solar system to us. In April 2022, our home solar system stopped working outside of our awareness. On or about June 17, 2022, SPHC sent a technician to our home and determined the inverter was not working. SPHC advised us we were under warranty and they would forward our claim to SolarEdge. Our claim was accepted. To date, we have not received a new inverter. We have contacted SPHC five or six times requesting an update and continue to be told they have no update for us. We have attempted to contact ********* on multiple occasions, but are put on hold and the call is eventually disconnected. We are requesting the new inverter be installed asap and we be reimbursed for the increase in our PG and E bill.

  

  Business response

  08/26/2022

  Due to disruptions in supply chains, all manufacturers are experience a difficulty in one area or another. Depending on the technology, some disruptions are significant. These are conditions out of the control of Sierra Pacific. If the manufacturer cannot supply the product due to a chip or other component, Sierra Pacific is not able to overcome that. SolarEdge is experiencing these issues. We are disappointed in SolarEdge. After many years of reliable deliver to Sierra Pacific, the pandemic has upset their record. Considering that many, if not all, world class manufacturers are facing the same conditions, we are tracking closely to see how well SolarEdge can source new procurement streams.

  We are very sorry that you are experiencing this. Please know that our commitment to serve our clients is no less than ever. Sierra Pacific will be there to perform the necessary repair as soon as the product can be supplied to us. 

  Customer response

  09/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My complaint is about false advertising and apparently negligence on behalf of the contractor to perform the necessary steps to obtain the State rebate. Early February, we received a mailer for upgrading a gas based water heater to a heat pump water heater. The mailer stated that there is a State rebate program available with a credit of $3,850 for such an upgrade. The sales person informed us that this rebate will requested by the contractor to the State. The flier indicates that: "another special advantage is that **** rebates will be paid directly to Sierra Pacific. So I will discount the price of your system right of the top AND you don't have to come out of pocket for the **** rebate. This save you a ton." On Feb 7, 2022 I signed the contract for $6,390.50 which included a discount of $300. The $3,850 was not deducted from my price. Since that time (it is now June 12) I have been waited for my refund from Sierra Pacific. Over the last three weeks I contacted various persons at the company, including the salesmen and person in charge of new systems, but my phone calls were not returned.I obtained a letter dated May 12 from the States Incentive program, addressed to contractors indicating that the funding was exhausted for all single family projects in the PG&E territory. It also states that Projects created in the online system by 5PM on Friday, May 13 are considered reserved and will be funded. Obviously this non-funding should not apply to me since I signed the contract on Feb. 7th and the project was completed and paid for on March 21, 2022, sufficient time for the Contractor to apply for my project.

  

  Business response

  06/14/2022

  The rebates for the **** program were not offered nor controlled by Sierra Pacific Home & Comfort. Sierra Pacific helps clients select products that are available and qualify for rebates but if the rebate program changes Sierra Pacific is not responsible for the result. In the case of the **** rebates and other rebate programs, the program administrator changed the program abruptly. While we do everything we can to make sure our clients are able to benefit from incentives, we do not control the program. If the program receives additional funds, Sierra Pacific will identify customers that *** be eligible and we will advocate to get the rebate if possible. There are other rebate programs available for PG&E customers that can be applied for by the homeowner, not by Sierra Pacific. For those programs we advise the homeowner to apply for the rebates.

  Customer response

  06/15/2022

  I am rejecting this response because: I understand that the program has been suspended, however according  to  the State's info (included as an attachment) customers contracts signed by May 12 will be reserved for funding. My contract was initially signed on Feb 7 and modified a few days later. This should have allowed the contract easily to included my project, if Sierra Pacific had submitted the documentation to the State at that time. I like to know  when the contractor submitted my contract to  the State and any response thereto.
  

  

  Business response

  06/20/2022

  This was further reviewed by Sierra Pacific to determine the timing of the project and rebates applicable

  Customer response

  06/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. While I find the response not very responsible. However, Sierra Pacific has given me the State rebate and I am satisfied with the result.

  *****************

  
  

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