Complaints

This profile includes complaints for Sonora Solar Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sonora Solar Systems

  1163 Mill Villa Ct Sonora, CA 95370-4861

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  Sonora Solar Systems

  PO Box 3776 Sonora, CA 95370-3776

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Central Heat and Air serviced our unit over 5 times with the most recent being 11/20/22. With no note of an exposed t-stat wire. On 1/9/23 there was water coming from our thermostat and dripping down our interior wall, we called and were told that a technician would be out later that day but were told that the roofing company would need to come out and were transferred. The roofing company said they would come out the next morning despite explaining that we did not believe it was a roofing issue. I called CH&A again, requesting an HVAC tech to come out. i was told the person would not be coming out that day and would be out the next day. The roofing company, owned by the same person who owns the HVAC company came out and said it was the T-stat wire that was exposed, and sun damaged and was picking up water that was running into the thermostat. They affixed the wire to the unit and attempted to wrap it. but stated the issue would need to be fixed. I called the HVAC company and asked when the tech would be coming and the issue. I was told by Annette that she needs to "investigate" further, and she would call me back. I never received a call. Over the weekend the leaking began again. I was forced again to call Central Heat and air. the tech came out and confirmed what the roofer had said and fixed the issue. I received 2 bills from the roofing company and Central heat and air for the same issue! I was also billed at a time and half for the weekend rate. I called to resolve the issue with Central Heat and Air and was told that I could not speak to the manager and that their tech said that it was not the same issue, despite their notes saying exactly that. I requested to cancel services with them and be refunded that amount on my account and I was hung up on by Annette. I called and left numerous messages for both Robinson Roofing and Central Heat and Air and my calls continue to go unanswered.

  Business Response

  Date: 02/01/2023

                                                                                                                          February 1, 2023
  Dear Mr. & Mrs. *******,
  I am the owner of Central Heat & Air and Robinson Roofing.  I’ve finally had time to sit down & research the events surrounding the water coming out of your thermostat and the fixing of the leak.  I must say, I’ve been in this business 46 years and have only heard of anything like this one other time-and that was from a roofer.
  Looking over the paperwork in hand, it appears that your objections to what happened are two.  One, the fact that we sent a roofer out to see if he could find the leak and two, the charging of overtime for the work to replace the thermostat wire.  Is that correct?
  If so, let me explain.  As I said, the only other time in the last 46 years I have heard of anything like this, I was told about it by a roofer.  The truth of the matter is that roofers deal with water on roofs and roof leaks all the time and HVAC techs do not.  Especially this time of year, roofer’s spend most of their time finding and fixing leaks vs installing new roofs.  Finding leaks can be difficult at times.  Roofers (ours at least) are good at finding leaks and HVAC techs are not so good.  That is the primary reason why we sent the roofer out.  I guess we were right in doing so as the HVAC techs that had been there previously did not find the leak and the roofer did. 
  The secondary reason we sent a roofer out was that water leaks are something we want to address immediately.  One of our roofers was available and none of our HVAC techs were available.
  Which brings us to the overtime issue.  As you stated, you called during the week to get this taken care of.  At that time, we did not have a tech available.  Sometimes they are scheduled out several days or even weeks ahead.  From your letter, I understand that you expected a call back and none came.  Please accept my apologies for that.  I do see a note in the paperwork that the tech we had hoped to send out during the week was running late on his calls, ran out of time and the office people got to the end of their workday before that one or another one became available.  They should have called you before they went home and let you know that we couldn’t make it. Then it was the weekend, the only people working are getting paid overtime and we normally charge overtime for their work to cover the additional costs.
  So, to resolve this, here’s what I will offer.  Although you did not specifically authorize a roofer to come out and find/fix your leak, you did request that we do so.  Since we have “in house” roofers, we sent one of them out.  The good thing was that the roofer did find the leak and attempted to do a temporary repair.  So, the work he did has value-he located the source of the leak.  If we had sent one of our techs out, we would have charged for their time also-probably more.  How about we split that bill?
  As far as the overtime goes, you have an ESA with us and we will credit out the overtime portion of that charge based on that.  The work performed to replace the thermostat wire with the deteriorated sheathing and resulting bill are valid but we will eat the overtime portion of that charge.
  Since you have found our services less than satisfactory, we will cancel your ESA per your request and apply the current credit balance of $130 to the bills generated to find and fix the leak.
  Let me know if this is acceptable to you and we will proceed.
  
  Jeff *****, owner