Complaints

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:08/03/2024

  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.

  I have multiple concerns regarding the installation of solar to *******************************************, under subcontractor, LightSkye Energy, under the leadership of *********************** ue to the egregious legal, ethical, and business malpractices I experienced. Once i signed the contract and provided my large deposit, the unethical practices became more blatant. Its important to notify the BBB. In short, the issues I would like to address are as follows: A: I was repeatedly lied to by LightSkye Energy Advisor Partner ***************************** about tax benefits and installation timelines. I was counting on the solar tax credit for tax year 2023. Which, if I knew the truth, I would have never utilized this company. B: LightSkye Energy CEO *********************** offered to engage in backdating documents and Solar Advisor ******** further confirmed this via text message which is illegal and may be considered a tax obstruction violation.C. LightSkye Energy failed to uphold promised timelines. I incurred significant financial losses due to having to take time off work and withholding bookings at the installation residence. D. The warranty/install date is recorded as February 16, 2024, when the whole system only came online March 7th, 2024. E. I was advised that the location would be ideal for solar. However months later after I paid significant amounts of money, I was required to sign a "Shade waiver" which referred to the shading around my house will reduce solar production. This was never mentioned to me prior to paying money.In summary, I was told many lies to gain my business. Once I entered the contract and paid money, I encountered many issues which caused significant financial loss, time invested, and undue stress.

  

  Business Response

  Date: 08/05/2024

  First and foremost, this installation project was completed and signed with LuminaSun Smart Home. We are the sales agent and consulted with this homeowner about solar energy. That being said, we do have notes and we did help facilitate projects during this time with our customers and installer. I have provided a timeline of this solar installation project. In respect to industry standards, this timeline shows that this project was moved through the necessary pipelines as quickly as possible. The timeline for this project is as follows:

  11/16/2023 - Solar Sales Contract Signed - LightSkye Energy
  11/10/2023 - Site Survey Completed
  11/16/2023 - HOA Application Submitted
  11/17/2023 - Full Deposit of $7,430 Received from Customer
  11/18/2023 - HOA Approval Received
  11/21/2023 - Engineering and Designs Completed
  11/21/2023 - Reached Out to Customer for Scheduling the installation. The Customer didn't have a date available for the roof replacement, couldn't schedule at that time. He would let us know when roof was completed.
  11/28/2023 - Interconnection Application Submitted
  12/06/2023 - Permit Approved for ****************
  12/12/2023 - Lumina Installation Agreement Signed (Installer)
  12/13/2023 - Interconnection Approval
  12/14/2023 - Roof Completed - Based on our installer's notes (This is not LightSkye nor Lumina Contractor).
  12/20/2023 - LightSkye was made aware that homeowner would be available First Week of January. Lumina Sun Scheduling reached out with next available date, which at that time was 1/18/2024.
  1/10/2024 - Shade Waiver Sent from ********************** LuminaSun
  1/16/2024 - Shade Waiver Signed
  1/17/2024 - Lumina Sun spoke with Customer and had to postpone installation due to Weather and material. Customer let them know that he was available 2/7-2/9 and off on 2/19.
  1/25/2024 - Customer Installation confirmed for 2/7
  2/7/2024 - Installation of the Panels and Railing, however material for electrical was routed to ************** because of Customer Location issue with delivery company. Set completion date for 2/19/2024.
  2/19/2024 - Confirmed Installation was completed and inspections were passed same day.
  3/6/2024 - Meter Exchanged and Permission to Operate achieved by Utility.

  To directly address the customer's concerns:

  A. The solar tax credit information is presented at time of solar consultation as an available incentive. The agreement signed by the customer states: LuminaSun ********* (LSSH) has informed me/us of the Federal, State and utility incentives that are available. Tax credits are an estimated amount. As the purchaser and owner of a solar photovoltaic system, you may qualify for certain federal, state, local or other rebates, tax credits or incentives (collectively, Incentives). If you have any questions as to whether and when you qualify for any Incentives and the number of such Incentives, please consult and discuss with your personal tax or financial advisor. Sunlight and Lumina Sun ********* or any other lender make no representation, warranty or guarantee as to the availability or amount of such Incentives. This Federal Tax Credit is still available and is still for 30% of the total Solar Installation Project Cost. See www.IRS.gov for more information. Secondly, I want to clarify that ***************************** is a 1099 Contractor who own's a separate business for solar sales and consulting. He is not employed by LightSkye Energy, LLC nor LuminaSun Smart Home. In the time as a contractor for LightSkye Energy, ****** has contracted, as of 8/5/2024, 135 homeowners. He has 0 negative reviews and 0 complaints until ****************.

  B. The CEO *********************** never stated that back-dating a form is something he would do. There is no communication, nor form that has ever been sent to the homeowner in an effort to avoid or manipulate tax benefits for the homeowner. I see where the 1099 contractor claimed that the "he can", but this is something we would never do nor allow at LightSkye Energy.

  C. The timelines are stated above, which show the efforts to complete this installation as soon as possible. Customer was never told or advised to discontinue his other businesses causing the loss of work income. The only days we needed a person over age 18 home, would be when we visited on-site for installations. Furthermore, see contract page 5 for this excerpt: 

  Contractor shall be entitled to an extension of the construction time due to any of the following: holidays, inclement weather, acts of God, acts of public utilities, governmental bodies or inspectors, accidents, delay in receipt of materials, shortage of labor or materials, Change Agreements and additional work, vandalism, failure to provide uninterrupted access to job site, jurisdictional delays, scheduling conflicts, or any other delays unavoidable beyond the control of the Contractor.

  D. The installation Date is set by the installer when they completed the work. This would not pertain to the utility companies' Permission to Operate.

  Lastly, it is deeply regrettable that this customer felt he could not contact the owner's of LightSkye about this issue. We have wonderful reviews and plenty of happy homeowners. We have not heard anything from **************** since notification of Permission to Operate in March of 2024.

   

  Customer Answer

  Date: 08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by LightSkye Energy LLC in reference to complaint ID ********. I have determined the response is inadequate. The response does not full address the issues at hand.  The response raised additional ethical and legal concerns.  For your reference, details of the offer I reviewed are attached due to the amount of documentation needed to present the facts and evidence clearly,countering the inaccuracies and misleading statements in LightSkye Energys response.

  Your attentions is directed to Attachment: BBB Complaint  ******** ******************* Response to Lightskye Energy 8.8.24.
  
  
  Regards,
  
  *******************
  
  
  
  

  
  

  

  Business Response

  Date: 08/16/2024

  Hello, we have reviewed the detailed rebuttal from ***********************. 

  Let us first address the question about two contracts and the shade waiver.

  We have an installation agreement from LightSkye Energy and from LuminaSun Smart Home. As a sales/consulting company, we obtained a signed contract for the solar installation project to be installed and to begin work on the project. LuminaSun Smart Home was the installation partner that was going to complete the install, thus they required the signature on their contract rather than LightSkye's. **************** was told about this at the time of signing the new contract, no questions nor concerns were notated.

  The shade waiver form was requested from LuminaSun Smart Home and their sub-contractor, Elevate Solar, as stated in ******************** rebuttal letter. No questions nor concerns were notated.

  As far as the claims to have been lied to or mislead; It's very clear that the communication about dates and installation timelines were present. LightSkye does not promise installation completion dates for multiple reasons, but most commonly because this process has permits and inspections, which can vary drastically based on each jurisdiction. The contract was signed November 6th, which left less than ********************************* which applications and permits can take up to 90 days for approval. As you can see by the previously laid out timeline, this project moved very quickly. Although **************** had the desire to get installed in 2023, the promise was never made, nor insinuated. What everyone can see is that LightSkye made every effort to accomplish that wish. 

  ****************, our main goal is to have a happy customer. Up until this ******************** complaint, we had mistaken your satisfaction. The most regrettable part of this is that you are unhappy and it took 6 months to come forward with an issue that could have been resolved and answered. There was no direction to stop renting the property, there was no request from you to cancel the project. The Solar Advisor went above and beyond in many ways, but certainly in regards to assisting with a local roofing company as LightSkye did not offer roofing in WV at this time. The installation team from LuminaSun Smart Home was communicative throughout the installation process.

  We are not happy with the fact that you're not happy. What can we do to help you during this financial hardship you're going through?

  Customer Answer

  Date: 08/20/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint or provide any additional information.  For your reference, details of the offer I reviewed appear below.
  
  The LightSkye Energy contract explicitly identifies the Contractor/Seller as "LightSkye Energy, LLC, *********************************." Prior to lodging a complaint with the Better Business Bureau, I was not informed that LightSkye Energy operates as a sales and consulting firm. This lack of disclosure is significant, as it impacts the transparency and understanding of the nature of their services and representation.

  LightSkye Energy is attempting to limit its liability by asserting that it is merely a sales consulting firm. However, this assertion is inconsistent with the role they played in my solar project. Contrary to their current claim, the company was extensively involved in all aspects of the project. They handled everything from initial consultations to providing estimates for solar and roofing,coordinating with contractors, and managing the installation process.

  
  At no point during these interactions was I informed that the company functioned solely as a sales consultant. The company's representations and actions clearly positioned them as the primary entity responsible for the project's execution.This misleading portrayal has only become apparent after the fact, undermining the trust and expectations that were established based on their full involvement in the project.

  
  Having entered into two separate but identical contracts for the same solar project, I was faced with duplicate financial obligations and potential liabilities.Specifically, as both contracts included cancellation penalties, I could be liable for paying penalties under each agreement if I were to cancel the project after November 9, 2023. Additionally, I was presented with a "shade waiver" on January 10, 2024, which was regrettably too late to cancel the contract without incurring significant financial losses.'

  
  It is important to note that the absence of immediate concerns or questions at the time of contract signing does not exempt LightSkye Energy from adhering to fair and transparent business practices. The engagement in such practices is expected to be above reproach, regardless of the timing or the issues that may arise later.
  Regardless of the party responsible for sending the Shade Waiver, its issuance several months after the contract was signed raises significant concerns. I was not consulted about this issue prior to receiving the waiver, which undermines the transparency and timeliness expected in such matters.

  
  ***************************** of LightSkye Energy made explicit promises, guarantees, and assurances that the installation would occur within 2023. Furthermore, he provided inaccurate information regarding tax codes and affirmed that LightSkyes CEO, ***********************, would backdate installation dates on official documents for submission to federal entities for tax purposes. Such actions and representations are not only misleading but also potentially constitute fraudulent behavior.
  
  There appears to be a significant discrepancy between LightSkye Energy's claims of being unaware of my dissatisfaction before my complaint to the Better Business Bureau and the documented evidence of my expressed concerns. Please review the documentation provided below, which clearly outlines the specific times and circumstances under which I communicated my significant issues with the company.

  
  ***************************** LightSkye Energy and LightSkye Energy, CEO *********************** were fully aware of my dissatisfaction with LightSkye Energy. I communicated my issues and concerns repeatedly from December 2023 up until the most recent contact. Throughout this period, I did not receive any substantial answers or solutions.

  
  I have repeatedly communicated my concerns regarding deceptive business practices and general incompetence to both ***************************** and ***********************, CEO of LightSkye Energy. Below are some specific instances illustrating these issues:

  
  December 29, 2023, 9:31 AM: I sent a text message to ********************************** stating: ******, can you provide me with your supervisor's contact information? I have been requesting an installation date since December 14th, following the roof installation, and have received inadequate responses. I lack confidence in paying the remaining balance without a confirmed installation date. We have until this afternoon to resolve this matter, or I will be compelled to leave a highly critical review. My property, which is listed on ******* has been off the market for weeks, causing me a loss of income.

  
  January 24, 2024, 3:43 PM: I texted ***********************, CEO of LightSkye Energy: Copy. Thank you. Please understand my situation: ****** assured me that the installation would be completed by 2023 when we spoke in September/October 2023. I have been facing continual delays and have already paid for a roof that I do not need and am still awaiting solar installation in 2024. This situation jeopardizes my tax credit. I have proof of the repeated misinformation regarding the solar tax credit year. Your company is currently holding a significant amount of my funds. Although a representative is available on February 27th, my trust in your organization is severely damaged due to repeated dishonesty and poor communication. While a negative review can be revised, a formal complaint to the BBB or relevant state agencies cannot. I am reaching out to you as a courtesy before taking further action.

  
  February 7, 2024, 2:52 PM: I texted ***********************: Elmondo, your employees are unable to complete the installation today due to missing parts. This is unacceptable. Can they finish the installation tomorrow?

  
  February 8, 2024, 12:11 PM: I emailed both ******************* and ***********************: ****, that is very unfortunate. *******, is there anything you can do before I escalate my issues with your organization externally? Taj

  
  Given my ongoing experiences with blatant dishonesty and operational incompetence, I lost faith in LightSkye Energy's ability to address these issues satisfactorily. After receiving authorization to operate, I did not receive any follow-up from CEO ***********************. Consequently, after a month of waiting, I contacted ***********************, CEO of LuminaSun, on April 23, 2024, via mail,detailing the issues I encountered with LightSkye Energy. I aimed to resolve these concerns directly with him before involving a third party, such as the Better Business Bureau. As of August 5, 2024, I have not received a response from the CEO of LuminaSun, despite the parcel being sent with tracking and delivery confirmation.
  
  Regarding the roofing aspect of the project, ***************************** of LightSkye Energy was the sole point of contact:
  October 11, 2023: ***************************** arranged for a roof estimate.
  October 13, 2023: ***************************** emailed the roof estimates and followed up with a text message.
  October 14, 2023: ***************************** sent text messages containing warranties for the roofing options.
  October 16, 2023: ***************************** texted me to inquire about my preferred roofing option and provided photos of the available shingle choices.

  
  ********************** name is listed as the primary contact for the roofing project on the contract. Despite my attempts to reach out to the roofing company directly via phone and email, they did not respond to my inquiries and only communicated with *****************************. Additionally, the contract contains a misspelling of my name, which is atypical as I usually ensure that all personal information is accurately recorded.
  
  To address the issues and alleviate the financial hardship I have experienced, I request one of the following resolutions:

  
  1. A Full Refund: Please provide a refund for the solar project to compensate for the dissatisfaction and financial burden incurred.

  OR

  
  2. Proper Installation of Solar Panels: Alternatively, correctly install additional solar panels on the correct side of the roof to ensure they produce sufficient electricity for achieving the level of energy independence that ***************************** of LightSkye Energy promised during our Zoom session and conversations there after.
  
  Lastly, I am including a link to the *** article that highlights the widespread fraud within the solar industry. This article underscores the systemic issues and unethical practices that are relevant to my concerns.

  
  Rooftop solar has a fraud problem. The industry is working to build back trust
  ******************************************************************************************
  
  Regards,
  
  *******************