We initially responded to the concern about a water leak to determine the nature of the leak and make a repair to stop the leak, if possibleInitially, the concern was that the leak was near a location in which we had performed workIn further review, we've discovered the homeowner has rodents that are chewing at his pex piping and his electricalWe have photos of this information and are prepared to present this evidence to demonstrate that the water leak from the pex tubing and other damages in the home are not due to our solar installation
Hello *** I am writing you regarding complaint # [redacted] I spoke to the owner at Sierra Pacific and came to a verbal agreement Please mark my complaint as resolved And wish to give this company an A+ rating atleast for my transaction If you have any questions please let me know [redacted]
Sierra Pacific did respond quickly and that is appreciated but this is the second time they had to come out on this issueThey have given me instructions to clear the fault on the inverter in case it happens again but have concerns that I will have troubles with this inverter in the future since we have had problems with this beforeI have spoke to the foreman [redacted] before where they have said that it may be a few days to take care of the problem, but somehow they responded quickly but with some proddingAs I mentioned in the complaint the maintenance response leaves me leery that they will not have this great response as they did this timeI have called before with issues and I get a answer that they cannot promise a response and they say they may go into over a week before they canIf that occurs it leaves me without solarI would just say they seem short staffed on their maintenance for responses such as mine thus affecting serviceI would like to keep this complaint open at this point since this appears it may be a ongoing problem This issue never occurred for over a year and half since this solar system has been installed till the 20th of August Since then it faulted again on Wednesday the 26th and made my solar capability inoperableI need a response from SMA as to why this equipment is faulting and what recourse I will need to take if this occurs again instead of just a reset of the fault that can only be detected by my visual detection and presence This of course does not assure me that this issue is resolved Every time this Inverter faults my solar is inoperableWhat happens when I go out of town or away for some extended time How will Sierra Pacific address those concerns?
I am rejecting this response because: This is true but I do not want to close this complaint until the new panel is installed and functioning the same as the others in that cluster [redacted]
This post card is simply an annual service reminder going out all clients we have contact withIt's a reminder to have their heating system system inspected once a year.I have taken this address and sent it to firm that handles our mailing data and instructed them to make sure not mail from my
company goes to this home again.I apologize that the reminder note is unwelcome and I am glad to not mail anything to that address again.Respectfully,*** ***
We have sent the required information to the manufacturer and we are awaiting their response and warranty support to send us a replacement moduleWe are no longer monitoring the situation to determine a course of actionWe have initiated the warranty procedures with the manufacturer and are dependent on their next action to support us that will allow us to support our client.*** ***PresidentSierra Pacific Home & Comfort
Attached here you will see two images that are .jpgs and one .pdf - the .pdf has multiple images in it.In the .pdf you will first see the photo of the pex tubing from a distanceThe next is a photo of the pex tubing closerThe next photo is a very close up photo of the pex tubing as it goes down through the top plate; it may be hard to see the bite marks, but they are close to the bottom before the pex goes downThe next two photos are the evidence of other rodent damage on the lighting junction boxThe next three images are readily available images from the internet that show rodent damage on various types of tubing and wiring. To further note, the location of the pex tubing is at a location down and away from the rafter we would have put our anchor bolt toIt is also farther down that our pilot hole drill bit can reach.We also respond to any concern about water damage in a fast reaction with the plan to minimize damage, whether it is from our work or notThen determine if our work was the source of the damageIn this case while we were initially on site, we were handling the matter as if we had a workmanship related damageBut in further review of the evidence after the site visit, it became clear rodents were damaging his pex and other things in his attic.*** ***President
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Sierra Pacific has agreed to refund the money and I am now reviewing all of my cancelled checks to total my charges. I will communicate with the company once I figure out the total. Thanks for your assistance.Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Sierra Pacific has agreed to refund the money and I am now reviewing all of my cancelled checks to total my charges. I will
communicate with the company once I figure out the total. Thanks for your assistance.Sincerely,*** ***
We are responding to the service request. We are responding quickly and meeting all the support of our installation per our agreement with the homeowner. There is a warranty for the product and our service. We provide the labor accordingly. The manufacturer provides the product/parts according...
the specified warranty. The client has incurred no costs for the service and we are working to quickly respond; accordingly we responded and made a repair within a day of his request. While repairs like this are not common nor frequent, when they do occur our track record is to respond within days; this is not specified in our warranty but we work to complete requests in a timely manner. In this case we are able to respond within a couple days. At this time the homeowner is not available at the time of our next opening, tomorrow. We have already created a plan to respond sooner should other operational commitments be completed sooner than expected.
I am rejecting this response because: This is true but I do not want to close this complaint until the new panel is installed and functioning the same as the others in that cluster. [redacted]
Sierra Pacific just had a conference call with the homeowner and Jason H[redacted] and Mike D[redacted] from the PV Department of Sierra Pacific.We explained that the roof work that is required for a flat rolled composition roof is done by a licensed roofing contractor and is a bill payable directly to the...
roofing contractor, not to Sierra Pacific. Sierra Pacific is providing the information to the homeowner of two other roofing contractors that we have worked with in the past so he can get other quotes for the work.We also explained that the original inverter he owned, is now not compliant with new code requirements. Since the date of the original installation, the code now requires inverters to be compliant with rapid shutdown capabilities. His old inverter, which he is asking us to relocate, does not comply with rapid shutdown capabilities. I offered to make a request on his behalf that Sierra Pacific get approval to relocate this existing inverter. If this request is not approved, I offered to provide a discount on the new inverter as a good faith effort to help complete his project...
Hello [redacted]. I am writing you regarding complaint #[redacted]. I spoke to the owner at Sierra Pacific and came to a verbal agreement. Please mark my complaint as resolved. And wish to give this company an A+ rating atleast for my transaction. If you have any questions please let me know. [redacted]
We initially responded to the concern about a water leak to determine the nature of the leak and make a repair to stop the leak, if possible. Initially, the concern was that the leak was near a location in which we had performed work. In further review, we've discovered the homeowner has rodents...
that are chewing at his pex piping and his electrical. We have photos of this information and are prepared to present this evidence to demonstrate that the water leak from the pex tubing and other damages in the home are not due to our solar installation.
We will continue to respond quickly to service requests as they occur and will go through the systematic process of resolving the issue per the manufacturers instructions. Out intent is to eliminate the fault from occurring. Our installations experience a miniscule percentage of service repairs but we continue to exceed industry service times and standards when they do occur.
I am reviewing this information and will respond in greater detail once I have been able to investigate further.As an interim response I will note the following:We provide a [redacted] solar resource analysis to our clients before the installation to identify production for the overall system. It is...
noted that the annual production of the entire system is at a high level.The company is able to review production of the modules and the system as a whole. The overall production of the solar electric system is greater than the projected amount of kilowatt hours that the State of California calculator projects. Which means our solar electric system as a whole is producing very well.One module may perform less than other modules based on having less access to the sun. According to our monitoring system and the data compared to the [redacted] report, we see the panel is performing at a level that indicates it is within specifications. Sierra Pacific does not charge any fee send two technicians out to the home, get on the roof, remove a module and test it when we see a performance issue that is out of specifications. If we do see the module is performing within specification and the homeowner requests that we come out anyway, we offer to come out to perform the test on the module. If the test proves that module is not within specification (in essence, the monitoring system is providing false data) we do not charge for that test. However, if we discover that the test proves the module is performing correctly, and that the monitoring is accurate, we collect a fee for the work involved. The fee is $150.00. To clarify, we have technology that reports problems to us to via the monitoring system. We are only collecting a fee to recover our cost to verify the information we already have is correct.I will review this further with Sierra Pacific staff and reply with more information.Respectfully Submitted,[redacted]PresidentSierra Pacific Home & Comfort
Sierra Pacific did respond quickly and that is appreciated but this is the second time they had to come out on this issue. They have given me instructions to clear the fault on the inverter in case it happens again but have concerns that I will have troubles with this inverter in the future since we have had problems with this before. I have spoke to the foreman [redacted] before where they have said that it may be a few days to take care of the problem, but somehow they responded quickly but with some prodding. As I mentioned in the complaint the maintenance response leaves me leery that they will not have this great response as they did this time. I have called before with issues and I get a answer that they cannot promise a response and they say they may go into over a week before they can. If that occurs it leaves me without solar. I would just say they seem short staffed on their maintenance for responses such as mine thus affecting service. I would like to keep this complaint open at this point since this appears it may be a ongoing problem. This issue never occurred for over a year and half since this solar system has been installed till the 20th of August. Since then it faulted again on Wednesday the 26th and made my solar capability inoperable. I need a response from SMA as to why this equipment is faulting and what recourse I will need to take if this occurs again instead of just a reset of the fault that can only be detected by my visual detection and presence. This of course does not assure me that this issue is resolved. Every time this Inverter faults my solar is inoperable. What happens when I go out of town or away for some extended time. How will Sierra Pacific address those concerns?
I am rejecting this response because: Your Project Manager [redacted] craled in the attic and inspected and took responsibility for the damage in front of my father in law. The pictures shown for the electrical box could have been there from previous home owners. We currently dont have any rodent issues as you state. Did your workers notice any rodent droppings when they cleaned the water damaged insulation? Did they see any rodents while they were up there? Its a bug coincidence that the water started leaking as soon as your workers started drilling! As you can see they becamed concern something had gone wrong that they left the drill with drill bit stuck in their very last whole and rushed to shut off the main. We crawled up there and the damage was exactly where they were drilling and the water damage on the ceiling is above not in the walls. It was laking right where your workers drilled. Furthermore your workers were trying to come up with excuses in spanish before ai called [redacted] not knowing that am fluent in spanish. The pex could have been easilly moved and [redacted] said it happened while your workers were on the roof so you were taking responsibility and that Sierra Pacific would take care of it and thats what your insurance was for. Once the solar project was complete the communication stopped. No one reached put to me at you guys had changed your mind! When were you going to let me know?
We initially responded to the concern about a water leak to determine the nature of the leak and make a repair to stop the leak, if possibleInitially, the concern was that the leak was near a location in which we had performed workIn further review, we've discovered the homeowner has rodents that are chewing at his pex piping and his electricalWe have photos of this information and are prepared to present this evidence to demonstrate that the water leak from the pex tubing and other damages in the home are not due to our solar installation
Hello *** I am writing you regarding complaint # [redacted] I spoke to the owner at Sierra Pacific and came to a verbal agreement Please mark my complaint as resolved And wish to give this company an A+ rating atleast for my transaction If you have any questions please let me know [redacted]
Sierra Pacific did respond quickly and that is appreciated but this is the second time they had to come out on this issueThey have given me instructions to clear the fault on the inverter in case it happens again but have concerns that I will have troubles with this inverter in the future since we have had problems with this beforeI have spoke to the foreman [redacted] before where they have said that it may be a few days to take care of the problem, but somehow they responded quickly but with some proddingAs I mentioned in the complaint the maintenance response leaves me leery that they will not have this great response as they did this timeI have called before with issues and I get a answer that they cannot promise a response and they say they may go into over a week before they canIf that occurs it leaves me without solarI would just say they seem short staffed on their maintenance for responses such as mine thus affecting serviceI would like to keep this complaint open at this point since this appears it may be a ongoing problem This issue never occurred for over a year and half since this solar system has been installed till the 20th of August Since then it faulted again on Wednesday the 26th and made my solar capability inoperableI need a response from SMA as to why this equipment is faulting and what recourse I will need to take if this occurs again instead of just a reset of the fault that can only be detected by my visual detection and presence This of course does not assure me that this issue is resolved Every time this Inverter faults my solar is inoperableWhat happens when I go out of town or away for some extended time How will Sierra Pacific address those concerns?
I am rejecting this response because: This is true but I do not want to close this complaint until the new panel is installed and functioning the same as the others in that cluster [redacted]
This post card is simply an annual service reminder going out all clients we have contact withIt's a reminder to have their heating system system inspected once a year.I have taken this address and sent it to firm that handles our mailing data and instructed them to make sure not mail from my
company goes to this home again.I apologize that the reminder note is unwelcome and I am glad to not mail anything to that address again.Respectfully,*** ***
We have sent the required information to the manufacturer and we are awaiting their response and warranty support to send us a replacement moduleWe are no longer monitoring the situation to determine a course of actionWe have initiated the warranty procedures with the manufacturer and are dependent on their next action to support us that will allow us to support our client.*** ***PresidentSierra Pacific Home & Comfort
Attached here you will see two images that are .jpgs and one .pdf - the .pdf has multiple images in it.In the .pdf you will first see the photo of the pex tubing from a distanceThe next is a photo of the pex tubing closerThe next photo is a very close up photo of the pex tubing as it goes down through the top plate; it may be hard to see the bite marks, but they are close to the bottom before the pex goes downThe next two photos are the evidence of other rodent damage on the lighting junction boxThe next three images are readily available images from the internet that show rodent damage on various types of tubing and wiring. To further note, the location of the pex tubing is at a location down and away from the rafter we would have put our anchor bolt toIt is also farther down that our pilot hole drill bit can reach.We also respond to any concern about water damage in a fast reaction with the plan to minimize damage, whether it is from our work or notThen determine if our work was the source of the damageIn this case while we were initially on site, we were handling the matter as if we had a workmanship related damageBut in further review of the evidence after the site visit, it became clear rodents were damaging his pex and other things in his attic.*** ***President
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Sierra Pacific has agreed to refund the money and I am now reviewing all of my cancelled checks to total my charges. I will communicate with the company once I figure out the total. Thanks for your assistance.Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Sierra Pacific has agreed to refund the money and I am now reviewing all of my cancelled checks to total my charges. I will
communicate with the company once I figure out the total. Thanks for your assistance.Sincerely,*** ***
We are responding to the service request. We are responding quickly and meeting all the support of our installation per our agreement with the homeowner. There is a warranty for the product and our service. We provide the labor accordingly. The manufacturer provides the product/parts according...
the specified warranty. The client has incurred no costs for the service and we are working to quickly respond; accordingly we responded and made a repair within a day of his request. While repairs like this are not common nor frequent, when they do occur our track record is to respond within days; this is not specified in our warranty but we work to complete requests in a timely manner. In this case we are able to respond within a couple days. At this time the homeowner is not available at the time of our next opening, tomorrow. We have already created a plan to respond sooner should other operational commitments be completed sooner than expected.
I am rejecting this response because: This is true but I do not want to close this complaint until the new panel is installed and functioning the same as the others in that cluster. [redacted]
Sierra Pacific just had a conference call with the homeowner and Jason H[redacted] and Mike D[redacted] from the PV Department of Sierra Pacific.We explained that the roof work that is required for a flat rolled composition roof is done by a licensed roofing contractor and is a bill payable directly to the...
roofing contractor, not to Sierra Pacific. Sierra Pacific is providing the information to the homeowner of two other roofing contractors that we have worked with in the past so he can get other quotes for the work.We also explained that the original inverter he owned, is now not compliant with new code requirements. Since the date of the original installation, the code now requires inverters to be compliant with rapid shutdown capabilities. His old inverter, which he is asking us to relocate, does not comply with rapid shutdown capabilities. I offered to make a request on his behalf that Sierra Pacific get approval to relocate this existing inverter. If this request is not approved, I offered to provide a discount on the new inverter as a good faith effort to help complete his project...
Hello [redacted]. I am writing you regarding complaint #[redacted]. I spoke to the owner at Sierra Pacific and came to a verbal agreement. Please mark my complaint as resolved. And wish to give this company an A+ rating atleast for my transaction. If you have any questions please let me know. [redacted]
We initially responded to the concern about a water leak to determine the nature of the leak and make a repair to stop the leak, if possible. Initially, the concern was that the leak was near a location in which we had performed work. In further review, we've discovered the homeowner has rodents...
that are chewing at his pex piping and his electrical. We have photos of this information and are prepared to present this evidence to demonstrate that the water leak from the pex tubing and other damages in the home are not due to our solar installation.
We will continue to respond quickly to service requests as they occur and will go through the systematic process of resolving the issue per the manufacturers instructions. Out intent is to eliminate the fault from occurring. Our installations experience a miniscule percentage of service repairs but we continue to exceed industry service times and standards when they do occur.
I am reviewing this information and will respond in greater detail once I have been able to investigate further.As an interim response I will note the following:We provide a [redacted] solar resource analysis to our clients before the installation to identify production for the overall system. It is...
noted that the annual production of the entire system is at a high level.The company is able to review production of the modules and the system as a whole. The overall production of the solar electric system is greater than the projected amount of kilowatt hours that the State of California calculator projects. Which means our solar electric system as a whole is producing very well.One module may perform less than other modules based on having less access to the sun. According to our monitoring system and the data compared to the [redacted] report, we see the panel is performing at a level that indicates it is within specifications. Sierra Pacific does not charge any fee send two technicians out to the home, get on the roof, remove a module and test it when we see a performance issue that is out of specifications. If we do see the module is performing within specification and the homeowner requests that we come out anyway, we offer to come out to perform the test on the module. If the test proves that module is not within specification (in essence, the monitoring system is providing false data) we do not charge for that test. However, if we discover that the test proves the module is performing correctly, and that the monitoring is accurate, we collect a fee for the work involved. The fee is $150.00. To clarify, we have technology that reports problems to us to via the monitoring system. We are only collecting a fee to recover our cost to verify the information we already have is correct.I will review this further with Sierra Pacific staff and reply with more information.Respectfully Submitted,[redacted]PresidentSierra Pacific Home & Comfort
Sierra Pacific did respond quickly and that is appreciated but this is the second time they had to come out on this issue. They have given me instructions to clear the fault on the inverter in case it happens again but have concerns that I will have troubles with this inverter in the future since we have had problems with this before. I have spoke to the foreman [redacted] before where they have said that it may be a few days to take care of the problem, but somehow they responded quickly but with some prodding. As I mentioned in the complaint the maintenance response leaves me leery that they will not have this great response as they did this time. I have called before with issues and I get a answer that they cannot promise a response and they say they may go into over a week before they can. If that occurs it leaves me without solar. I would just say they seem short staffed on their maintenance for responses such as mine thus affecting service. I would like to keep this complaint open at this point since this appears it may be a ongoing problem. This issue never occurred for over a year and half since this solar system has been installed till the 20th of August. Since then it faulted again on Wednesday the 26th and made my solar capability inoperable. I need a response from SMA as to why this equipment is faulting and what recourse I will need to take if this occurs again instead of just a reset of the fault that can only be detected by my visual detection and presence. This of course does not assure me that this issue is resolved. Every time this Inverter faults my solar is inoperable. What happens when I go out of town or away for some extended time. How will Sierra Pacific address those concerns?
I am rejecting this response because: Your Project Manager [redacted] craled in the attic and inspected and took responsibility for the damage in front of my father in law. The pictures shown for the electrical box could have been there from previous home owners. We currently dont have any rodent issues as you state. Did your workers notice any rodent droppings when they cleaned the water damaged insulation? Did they see any rodents while they were up there? Its a bug coincidence that the water started leaking as soon as your workers started drilling! As you can see they becamed concern something had gone wrong that they left the drill with drill bit stuck in their very last whole and rushed to shut off the main. We crawled up there and the damage was exactly where they were drilling and the water damage on the ceiling is above not in the walls. It was laking right where your workers drilled. Furthermore your workers were trying to come up with excuses in spanish before ai called [redacted] not knowing that am fluent in spanish. The pex could have been easilly moved and [redacted] said it happened while your workers were on the roof so you were taking responsibility and that Sierra Pacific would take care of it and thats what your insurance was for. Once the solar project was complete the communication stopped. No one reached put to me at you guys had changed your mind! When were you going to let me know?