Sierra Pacific Home & Comfort, Inc.

Review: I have not done business with this company. They have sent me numerous mail solicitations. On both March 18, 2016 and April 12, 2016 I asked them to stop soliciting me by postal mail. They continue to contact me, including on early June 2016. Letters show either the company logo or the company owner in return address. My requests to have them stop soliciting me have been ignored. If I were in the market for their products, I would not do business with them.Desired Settlement: No further contact by business. Business will make changes to their advertising so that when any person first contacts them to request no advertising, they will stop all further contact with that person and with their residence. Phone number and email posted on their web page of employee responsible to stop further contacts.

Business

Response:

I apologize. I will review the address of this consumer and make sure it is provided to the mailing center to remove from our lists for mail. Anytime a consumer requests to be removed from our mailing list, my staff will provide that address to the mailing center to be removed from our mailing lists. It is possible that another mailing may go out again because the address was already populated onto a letter before the request was received by the mailing house. We will identify this one address specifically and make sure it is on our DO NOT MAIL list. I apologize for your concerns. Kind Regards,[redacted] President

Consumer

Response:

If the business follows up as they describe, then it will be an acceptable resolution to the complaint.

Review: After spending $30,000.00 on a solar system with Sierra Pacific and only three months, we noticed that one panel was producing only 1/3 of the energy that the panels around it in the same cluster and roof location were producing. After three phones calls to them in which we felt we were getting the run around they would only agree to come test/check the panel unless we would agree to pay $150.00.

They would tell us in one phone call that the panel in question was more shaded even though it was in the middle and the one on the top and bottom were producing much more.

Then in another phone call they said that the panels were registering incorrectly and that the bottom panel was producing less. They switched the monitoring system via computer to reflect this after that phone call. This makes me have a real trust issues with this company.

We have four clusters of panels on our roof. Every other panel in every other cluster is producing the same as the panels around it. Why would it be that this one and only panel would be different?Desired Settlement: I would like them to test the panel for free and replace it if needed.

At this point, even if they come out I'm worried they won't even really test it and just say its fine.

Business

Response:

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

Business

Response:

We have sent the required information to the manufacturer and we are awaiting their response and warranty support to send us a replacement module. We are no longer monitoring the situation to determine a course of action. We 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.[redacted]

Review: I continue to receive advertisements in the mail from Sierra Pacific Heating and Air. The article sent is very misleading!!!! It states: Service Reminder/ your furnace/heat is due for an annual safety inspection. Name,address,and 800 number is given. Next in bold type: Have your heating system inspected immediately. It goes on about rebates. I called Sierra Pacific last season when I received a flyer through the mail stating basically the same. I did not purchase my heating and air through them and asked them to take my name off their mailing list. I am able to spot a poor advertising scheme! It's the elderly that I am speaking up for. Our senior population my not see this as a trick to get them to schedule with Sierra Pacific. This type of advertisement needs to be addressed.Desired Settlement: I would Revdex.com to take action on this matter and reply to me. I do not want to talk to Sierra Pacific again. I tried last year and was told they would take my name off their mailing list.Also, was told that they have had others complaining and that the issue would be forwarded to the appropriate person. That didn't work! This time is wasn't a 8x10 colored flyer is was a postcard size card that was made to look very official and urgent that I call the.!!!

Business

Response:

This post card is simply an annual service reminder going out all clients we have contact with. It'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,[redacted]

Review: On Thursday on the 20th of August I noticed a fault on my Inverter status panel of my solar system that I have a alarm stating that I have DC generator fault ..a arc gap issue. With this fault my solar system does not operate so I am using [redacted] power. So I called Sierra Pacific Home Comfort and advised them of this fat on my inverter panel on Friday the 21st. On Monday they sent out to two technicians while working with a [redacted] technician or SMA on the phone and reset the [redacted] Inverter and cleared the fault after determining they found no other issues with the Solar System. It was operational till Wednesday then the fault returned. I called Wednesday night To Sierra Pacific and left a message. The next morning I had no return call till 10:30 a.m. I called them and was advised that [redacted] will call me back in two hours but found that unacceptable. I [redacted] myself and spoke to him and advised that I am leaving town and will not be back for several days. He advised me that he could not promise but he will try to get someone out tomorrow at 2 on Friday. They will try to reset this inverter again. I advised him of my reservation that this will clear the problem. He advised they may have to replace the inverter.Desired Settlement: I would like them to replace the inverter and would like to see a diligence and zeal in repairing issues as they do in their zeal in promoting and selling their products. I will lose capability of my solar system for several days because of this issue and will not be reimbursed for the loss of the capability of this solar system. There is a warranty on this system but it does not cover the nonoperation of the solar system where I pick up the high cost of power. I would like some compensation

Business

Response:

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.

Consumer

Response:

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?

Business

Response:

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.

Review: Failure to obtain necessary building permit

Contractor removed house electric meter in May 2013 to perform warranty work without obtaining necessary building permit. Dispite letters, telephone calls and verbal committments from employee [redacted] to pull the permit within 2 weeks, no action has taken place in over a month.Desired Settlement: Obtain necessary permit and written apology.

Business

Response:

Business' Initial Response

I do aploogize for the inconvenience caused to homeowner. It was really unusual and quite out of the ordinary to be required to pull a building permit for the work that was done in this case. However, we did in fact get the permit, on Aug 14th, and have asked the homeowner multiple times to call notify us if the final permit is signed off. The Sac County records online show that the permit is not finalized. Sierra Pacific is ready and waiting to do know that the permit that the homeowner asked for is finalized. At this point, Sierra Pacific must wait for the homeowner to complete the inspection by giving access to the building department.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

It's now September and this work started in December. That is why I felt that the contractor did not respond fast enough.

Business' Final Response

I aplogize that the homeowner feels that my staff did not respond fast enough. We have in fact gone out to fix the piping that the homeowner thought was a concern. I do believe all repairs are complete.

Review: Sierra Pacific failed to fulfill a contract by not completing insulation in the attic.

On 2/14/13 we contracted with Sierra Pacific Home & Comfort to replace our heating & air conditioning unit, all ventilation duct work (to eliminate any containment's due to wife's recent heart transplant) along with sealing of the attic & replacement of attic insulation.

Initial testing of the house showed air leakage ( 51-53%) from the unit even prior to it entering the house due to duct work never been correctly connected.

On 3/4/13 Sierra Pacific began installation of the new heat &A/C unit however retained most of the original duct work, they had extreme difficulty containing the air Leakage at the outside unit but managed to generally restrict the air loss by filling up part of the house wall with foam, keeping most of the air flow inside the house in a sense.

Sierra Pacific sub-contracted with 5 Star Insulation (who they had a long term working relationship with) to remove the old insulation & install new. After 5 Star initially removed the old insulation I discovered that they had only in fact removed 1/2 of the old insulation. Once that issue was corrected they installed a composite type of insulation. An immediate strong ammonia smell permeated the entire upstairs of the house. We were advised that this was normal and would go away within a few hours. The stench increased & was so bad that (even with all upstairs windows open & all fans running) we were forced to sleep downstairs. Both I & my wife experienced nausea, headache s & I also developed swollen/painful joints. The next day Sierra Pacific was notified of the stench & ultimately a week later the insulation was removed.

Almost two weeks later the ammonia stench was reduced to only mildly pungent. Sierra Pacific, after repeated requests, again sub-contracted with 5 Star to re-install the attic insulation. Again they installed a composite type of insulation this time using "less water to spray it in". This time there was a strong smell of not only ammonia but a wet dust moldy paper mâché smell which filled the entire upstairs. Again we were forced to sleep downstairs.

Fearful of what was causing these pungent odors I hired Action Environmental Management Services to test for any harmful molds/chemicals (an additional $650 out of pocket). The tests results showed no harmful toxins, minor mold within the insulation, an extremely "musky" smell.

Again Sierra Pacific was contacted & ultimately the 2nd insulation removed.

That was almost 6 weeks ago! I have had the entire inside of the house re-painted & most of the musky ammonia smell is now gone.

The original person we had been working with no longer is employed with the company and we have been trying to work directly with the owner [redacted], at his request. Lately however he has been "unavailable", "on vacation". When actually able to talk with him we basically receive only "lip service" ie looking for replacement insulation company, going to interview replacement insulation companies, etc. and ironically each event is going to happen "next Wednesday".

We would like Sierra Pacific Home & Comfort to fulfill it's contract & complete this project before "next Wednesday" (which seems to be their magic day) or refund the full amount of all attic work ,along with the additional expense of testing for toxins that we may have someone finish this job. We are not addressing compensation for the stress, extreme discomfort and personal danger that we have experienced, at this time.

As a closing note we initially went for a new unit due to the difference in upstairs &downstairs temperature , at the time of this writing it is 13 degrees hotter upstairs than down. Doesn't seem like we've gained much for over $21,000! Except for a large amount of stress, discomfort and unnecessary anxiety.Desired Settlement: Completion of attic work as soon as possible (not longer than one week), or refund of all money for all attic work.

Also refund of $675 for toxin testing.

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted]

Contact Phone: 916.638.0543

Contact Email: [redacted]@SierraPacificHome.com

It is regrettable and disappointing that the insulation contractor failed to be reliable to Sierra Pacific and to the homeowner. The insulation contractor failed, not Sierra Pacific. After many years of good work, on many joint projects, this was the first time that the insulation contractor failed, but it did in fact happen. I am committed to making it correct in the end, and I have done so.

To correct the insulation, I have been personally engaged in resolving this matter by seeking out referrals from other construction professionals who have had the opportunity to see the performance of many insulation contractors. I proceeded carefully and thoroughly in this process to ensure that the final installed product would be what we had promised our client, the homeowner.

After personally interviewing the candidates that were referred to me, I selected reputable company with extensive experience to complete the insulation. The new insulation was completed on Thursday May 7th. I understand the homeowners frustration at the time span, but I feel that it was prudent to be careful and certain of the result before rushing into action. It has been proven that I was correct as the insulation was completed in a proper, quality fashion.

I have paid/refunded $675 to the homeowner for the testing that demonstrated there were no harmful components in the initial new insulation that was subsequently removed. I am glad the homeowner has piece of mind that they have no worries over the insulation.

The full home performance project is now complete and I expect that the home's comfort level and energy efficiency will be improved as designed. The installation of the heating and air system is first rate quality and it is operating properly.

The process was marred by the insulation contractor and that is very disappointing to the team at Sierra Pacific; all of whom have worked very hard to provide honest, quality work. The staff at Sierra Pacific have been diligent at completing all the aspects of the project that we have control of; for the aspects of the job that we did not have control of, we feel we were let down as well. But I never let Sierra Pacific turn our back on a challenge and we work to complete what we are supposed to do. We have stood by our word and our contract, we completed what the homeowner has requested.