ComplaintsforSierra Pacific Homes and Comfort

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new HVAC Heat Pump unit installed by the company Nov. 2022. The A/C stopped working 7/10/23 while I was away on vacation. When I returned the house was 90 degrees inside my home. I've contacted the company and they came out promptly on 7/17/2023 to inspect the unit and determined the board on the external unit is malfunctioning and not responding. I was told a replacement would be ordered, however I've been contacting the company daily to question when it would arrive and be installed. **************** is horrible and I keep getting bounced from department to department and nobody can answer how long it will take. I Meanwhile I work from home and with outside temperatures currently 105+, it reaches 90+ degrees inside, which is not healthy for myself, my son, or my pets.I'm seeking that the company either repair or replace the brand new unit, as I'm currently financing a $18,000 piece of equipment that was unable to properly function 1 year after initial installation.

  Business response

  07/31/2023

  The failed part on this unit was replaced on 7/24/2023. We responded in the soonest time we were able to get the part from distribution and replace it. The products we select are known for their quality materials and manufacturing, but all electro-mechanical devices are subject to some amount of failure. We hate it when it happens, but we are diligent about serving our clients and backing up our promises and warranty. We did complete this as requested and apologize that our client had to experience this.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Sierra Pacific sent me a billing in 2/13/23 for monthly charges dating back to 11/21 through 1/10/23. The last time they visited the house and provided services was on 3/30/22 and I have an invoice (#*******) from them showing the service was paid in full by prepay. However, now they continue to add monthly charges through 4/10/23 even though I have emailed and called disputing the charges since the unexpected bill was received on 2/13/23. If a balance was due at that time for months of 11/10/21, 12/10/21, 1/10/2, 2/10/22, and 3/10/22, why was it not mentioned or collected when the 3/30/22 service was provided? After the 3/30/22 visit, no other services or contact was made by Sierra Pacific until almost 1 year later in February 2023. The contact made in February 2023 was a bill for over 1 years worth of monthly charges. When I have contacted Sierra in the past to dispute the charges, I have expressed a concern about being billed for a service that was not completed in about 1 year. Why should I pay for services that were never rendered? Why is Sierra continuing to add monthly charges through this month and year when no services have been performed?

  Business response

  04/13/2023

  This is monthly billing for a planned service agreement. Due to the pandemic, we found many clients who delayed their payment and then resumed their program so that we could continue providing their regular maintenance for either their heating and air system, or for their solar pool system. Both those products need semi annual service. The client was on the plan previously. We are able to cancel the plan and void the past billing. Or the client can bring the account current by paying 6 months of the plan to have a spring service done and we can void or credit all the invoices for monthly amounts older than six months. We would very much like to keep the client on a regular maintenance plan. But if they would rather cancel, we will cancel all payments past due. They can still purchase a one-time service if they want, they do not have to be on our planned service agreement to get service done. The client will save money by being eligible for discounts if they are on a current/active planned service agreement. It is their choice to keep it if the want the service and the discounts.

  I've attached the old *************** Agreement. If the client stays on this agreement, they are grandfathered into the old pricing listed on those plan.

  If they cancel this agreement, but later want to join again, they will have to join the new plans, called the Sierra Pacific ************** Plans and the current pricing.

  Customer response

  04/13/2023

   
  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

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired Sierra Pacific to install a generator. The cost was $20,000, which was paid.It has been a year and they have not properly permitted the generator according to city codes and regulations. I am trying to sell the house and it cannot be sold without the generator being properly permitted. They have been called for two months now, by both the homeowner and the real estate agent. They will not return calls and no one can say what the problem is, holding up the permits. I am beginning to think sone fraud gas been committed.I just want the generator permitted.

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