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Business Profile

Solar Energy Equipment

LuminaSun Smart Home, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/03/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In March/April of **************************** learning about having solar panels installed. I was promised that I would no longer receive electric bills, no longer be at the mercy of ******************** rate increases, that I would be able to finally use my air conditioning and heat without worrying about high electricity bills. Since installation in April, I have never had the net monitoring that I was promised. They didn't install the backup battery because I was told they wanted to wait until a better, smaller, cheaper battery that was coming out was available that would provide more energy. I have received multiple electric bills. My roof leaked afrter installation. Mind you I replaced my roof with a metal roof in 2016 that had a 40 year warranty that they voided by drilling and s******* through multiple times to install this project. They claim no liability for the leak. I've been in contact with a low level customer service rep regarding the adapter they installed that is supposedly at fault for my not having net monitoring. I was eventually emailed with an explanation that nothing could be done. I expressed that answer was not acceptable and it needed fixed. I've emailed, called and left messages about the system that was installed that I am now learning will never generate enough electricity to offset a monthly bill much less come close to offsetting monthly or yearly energy historically used. No one has answered. Not even the owner of the company, *****. I cannot afford this! I was promised this solar installation as an answer to no longer having ever increasing electric bills. Now I'm paying increasing electric bills as well as a solar financing payment. I was promised they would service, replace and manage the equipment the life of the loan...they won't even return contact. This is unacceptable service. This is unacceptable breach of contract. This is fraud plain and simple.

    Business Response

    Date: 10/07/2022

    We will look into this issues that prompted complaint promptly. 

    If there is an issue with installation or equipment will address it. 

  • Initial Complaint

    Date:09/28/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We purchased a solar roof system from the Company in June 2022. Right off the bat the system was not producing even close to full potential. After 2-3 weeks our system would have intermittent surges where it would completely shut off. We notified the company and they sent an untrained tech out to troubleshoot the issue. We found out very little information and were told that the issue was on the roof. Almost 2 mo the went by and multiple emails before another tech was sent out, they literally went over the inverter again, found out the problem was on the roof but had no ladder to troubleshoot any issues on the roof imagine that a roof system but no way to get on the roof. Almost another month goes by and email after email sent with the same reply we are looking into the issue before another tech group is sent out, again with no ladder and troubleshoots citing the same issue being on the roof.At this point our system is completely down, and drawing power causing our electric bill to surge to $250 using minimal AC during a hot month.Today, another tech with no way to access the roof was sent. Nothing new found out. not only that, I was never notified when a tech would arrive after being told they could send one out today.The customer service has been poor at best, our $40,000 system is not only dead but uses power, we havent had any kind of promise to get the situation resolved and they know the issue is on the roof but have made no attempts to get on the roof to locate the issue.

    Business Response

    Date: 10/03/2022

    I am reaching out in response to ************************** concerns regarding his solar system. We have had his service ticket open since his first inquiry, and as he mentioned, we have sent multiple technicians out to troubleshoot the issue. We noticed string issues within his inverter that will need to be addressed on the roof. This scheduling requires multiple crew members and a half a day to be scheduled. I have reached out to ************************ and our service department feels that the best course of action will be to re-install the roof portion of his system. This will mean changing the connections, and rewiring the strings with new wire. We have tried to keep him as updated as possible, and he has agreed to this solution which is scheduled to take place on October, 14th. We encourage the customer to reach out with any further questions or concerns.

    Customer Answer

    Date: 10/04/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *****************************

LuminaSun Smart Home, LLC is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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