Complaints

• Initial Complaint

  12/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Read their Yelp reviews also:******************************************************************************************************************* 3.3 stars there.Dont pay for their ************** Plan.??I paid for the installation of an HVAC system and their ************** Plan which covers two maintenance visits per year. The heater turned off two weeks ago, 3 years after installation and 3 mo after a routine service were I paid $370 to have them "Clean and sanitize heat absorption system (indoor)(clean "in place")". A repair technician came out to the site, said the wrong fuses had been installed originally, so they had blown early. He then sent me an invoice listing labor: $93 and the price of a fuse as $192. I searched online and found that the price of the required fuse (compatible with my unit according to manufacturer's listed requirements) costs $13. I called to complain that I was being charged for them to fix their own mistake. They denied that they had installed the wrong fuses in the first place. I then asked the contractor for the pricing, brand and model of the fuses they used and they refused to provide it.Its a shame to see a company treating customers like marks and inflating costs of parts *****%. It's also clear that paying their monthly subscription fees doesn't afford you honest treatment or transparent pricing. Can't recommend this company.Legislation should be passed requiring contractors to show receipts for items used in repairs. This will enable price transparency as well as the homeowners to look up if their parts are affected by product recalls. If a business needs to charge more for labor to make their business model work, fine, but inflating the cost of a $13 fuse to $192 (*****%) is fraudulent and ruins trust between customers and contractors, much less any institution that is not subjected to external review of their pricing or actions.

  

  Business response

  12/19/2024

  Our Service Manager (***** ******) spoke with Client and explained the miscommunication of technical information, reassured him the fuses were correct and why their rated size compared to the breaker size is different and can sometimes be questioned and require confirmation. He also explained in detail the costs associated with our services and why we charge what we charge for repairs such as fuse replacement, as well as the intention and value of our FSP. He appreciated the call; said he better understood the situation and our charges but still would have liked more transparency on pricing from the start. ***** asked for the opportunity to further evaluate system for cause of blown fuse. He said he would need a few days to think about it. ***** reminded him we would also need to address the unpaid balance at that time. He said he will be following up with in a few days. I don't know that the client have called back yet.

  Since this service is at the owners rental home, we are able to help keep eyes on the condition of the equipment and protect the equipment with maintenance that renters may not do. We are eager to continue service with this client.

  Our Service Manager has also sent other communications to ****, I will add them here again:

  Dear ****,

  I thank you for the opportunity to work with you in the past and for entrusting Sierra Pacific with your HVAC needs. We greatly value our clients, and I sincerely regret that we havent met your expectations recently.
  Upon reviewing your account, I understand that there were some concerns with the recent service we provided in November, and I want to offer my apologies for any confusion or frustration this may have caused. Our technician, *****,indeed mentioned that there was a possibility of an incorrect fuse installation, but after careful review by our management team, we confirmed that the correct fuse was originally installed. I understand this situation may have left you feeling unsettled, and for that, I am truly sorry.
  We also understand your concerns about the cost of the repair. I want to assure you that we always aim to provide straightforward and transparent pricing. The fuse replacement was necessary to restore full operation of your system, and it was our priority to get the heat back on for your tenants in a timely manner. I understand the importance of keeping costs reasonable, especially when unexpected issues arise, and I regret that this impacted your overall experience.
  I also want to address your cancellation of the ************** Plan (FSP). We deeply value long-term relationships with our clients, and I truly regret losing your business. I want to assure you that we remain fully committed to providing quality service and support for your HVAC needs. If you would consider reinstating your FSP or allowing us the opportunity to work with you again, I would like to offer a discount on any future service calls or maintenance visits as a gesture of goodwill.
  In the spirit of ensuring that everything is functioning at its best, I would be happy to send one of our senior technicians to conduct a full system check at no additional cost to you. Our goal is to ensure your system operates efficiently, and we want to earn back your trust in the process.
  Please dont hesitate to reach out if you have any further questions, concerns, or would like to discuss any details. We truly value your business and hope to have the chance to work with you again in the future.
  Thank you for your time and consideration. We look forward to the possibility of regaining your confidence.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I hired this company to look at my leaking solar system and quote a repair. They replaced a gasket on a spot on my solar and quoted me a price to repair the rest. They said they would not repair it then but at another time if we choose to. I was given photos of my roof tiles that had bee repaired in the past of which I had no issues with. I had no leaking in my roof before this company came, Stepped on my repaired tiles, crushed them in and then called it a day. Once the solar kicked the water from the leak began coming through my ceiling . I have had to have multiple people come , take off the solar, fix my roof, put my solar back on and quote my ceiling repair and restoration due to water damage of which I can't afford to do currently due to the other costs. Unacceptable . They have ignored and deflected this issue . I have post photos from their visit the clearly show a crushed in ****.

  

  Business response

  10/03/2024

  We are certain that we did not cause this to occur. We arrived to do service on a solar system installed by another company. Our inspection found many deficiencies, which we photographed and documented. The homeowners problems pre-existed our arrival.

  I am happy to refund the $198 service fee in good will and as a good faith gesture.

  Our goal is to earn life-long clients through honest and faithful service at a fair price.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August 2023, we had a Daikin a/c unit installed by Sierra Pacific Heating and Air. On July 25, 2024 at 5:17 am we called Sierra Pacific to say that our a/c was not working at all. They said they would call at 8:00 am to schedule an appointment. We called back at 8:46 am and spoke to ******. He said he would check to see if someone could come over. A Sierra Pacific worker came to our house on Saturday, July 27. He said that our Daikin unit had a malfunction. He was not sure how it would be handled, but that Sierra would give us a portable a/c unit if we had to wait for service. He said that someone would call us on in the morning on Monday, 7/29. No one called, so I called at 10:30 am on 7/29. I spoke to ****** and he said that a part was needed and a tech would come in the next ***** hours. On Wednesday, July 31 at 8:30 am, my husband called Sierra. He spoke to the warranty ***** and they said that they would call shortly. At 1:10 pm 7/31, I called and spoke to ****. He checked the information and said that we would get a call in ***** hours. I asked about when we would get a portable unit. He did not know. He said that a supervisor would call me in ***** hours. It is getting very hot. I work from home. My husband is a teacher. We will not get any sleep as the house heats up. We want to know the status of our a/c situation and we want to get an a/c unit as soon as possible. No one is following up with us.

  

  Business response

  08/01/2024

  Our ****************** will follow up on the status of the repair today.

  Customer response

  08/01/2024

   
  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

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a consultation with ***** (of Sierra Pacific) for a possible addition to my electric solar panels. He was supposed to come out June 17 between 8 and 10 A.M. I called Sierra Pacific at 9:55 A.M. to check his ETA. The scheduler said he was running late and would be at my house between 10 A.M. and 1 P.M. I came home from my vacation 1 day early to be available for our scheduled appointment. I expressed my disappointment that I wasn't called and asked to speak with a manager. After waiting on hold, the scheduler returned to the phone and advised me that a manager would call me shortly. I even expressed my concern that I would not receive that call and the scheduler reassured me that I would. Unfortunately, I have not received a call from any manager. With cell phone availability, I am extremely frustrated and disappointed with the lack of regard for my time. There isn't any excuse for this lack of consideration.

  

  Business response

  06/25/2024

  ****, I am very sorry to hear of this. I will gladly call you to discuss this and work to make sure we do better for you on our next visit.

  Customer response

  06/26/2024

  Thank you for the apology.  I will remove my complaint upon satisfactory and timely completion of our scheduled consult on July 8th.

  

  Business response

  06/27/2024

  Thank you ****. I am happy for this. Our service team is really good at what they do. Sometimes our schedule is disrupted when they are stuck on a repair that takes longer than expected, but we have a good track record of communicating and working with our clients. I look forward to hearing the result of his visit with you.

   

  Customer response

  06/28/2024

  I too am hopeful this will work out well for everyone.  Thank you for your response.
  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have contacted Sierra Pacific Home 4 times over the last month asking to speak with their service department regarding a broken latch/trim piece on a second story bedroom window. They keep insisting someone will call me back but I have yet to receive 1 phone call. This is a safety hazard in our home. This window is rarely used and I opened it a month ago and the window fell out. It's a fairly large and heavy window which could have hurt one of my children not to mention them possibly falling outside. They installed my windows in 2018 and my windows are under warranty. I'm very dissapointed in their lousy customer service as I now can see they are simply avoiding my calls.

  

  Business response

  05/20/2024

  I'm very sorry for the delay. The Manager of our windows department was out of the office on personal matters. I will make sure we handle this promptly.

  Customer response

  05/21/2024

  Better Business Bureau: Hello, I filed a complaint on 5/17/24 against Sierra Pacific Home. I was able to settle my issue with a service manager that finally called me back. Thank you. 
  
  

• 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.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩