ComplaintsforLuxor Energy, Inc.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted Luxor Energy to do a couple solar installations in the *********** in **********. Not only did they take forever to install, but when they did they did an incorrect job, breaking shingles, leaving holes in ******, not passing inspections, etc. They eventually just quit working on it after the homeowner already signed the contract and essentially was stuck with a big loan. It is now a year later and the solar systems are still not operating and no comission was ever paid out for customer ********************* after multiple contacts to Luxor CEO ***************************** and Payroll Director ******************. They said they would pay the commission in full back in May and then never did. I even put together a demand letter and mailed it in via certified mail, but they still have not gotten back to me and stopped responding to all my messages

  Business response

  08/14/2024

  BBB, 

  We are in constant contact with *********************, and they are pleased with Luxor Energy as their installation company. We have our final inspection scheduled for 8/16/24. ****************** had one other job sold through Luxor Energy in which we declined to install based on the fact that the roof tiles we too fragile. We replaced the tiles that were broken during site survey and canceled the sale. Let us know if you need anything else. Thank you

  Luxor Energy

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They installed solar panels and have not completed the job. That means, they installed it incorrectly, with no permits prior to installing equipment, the installation was done incorrectly, and they are charging a loan without completing the job. They said they would have everything done, before charging me, and give me tax credits, but they have not done so. In addition, they miss there inspection appointments. You cannot reach customer service, I have had to go through the loan company to access anyone in that company.

  Business response

  07/15/2024

  Hello ************, 
  

  I apologize for any inconvenience you have experienced during your solar installation. We strive to meet every customers expectations. Please reach out to our project manager who has been working with you directly with any additional concerns. 
  

  Her direct email is ************************************ and she will be happy to help. 
  

  Thank you for your understanding. 
  

  Luxor Energy

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted by this joke of a company (Luxor Energy) AGAIN after first complaint to BBB they once again promised reparations to have the solar panels that they installed LAST YEAR OF NOVEMBER. They said they will back to me 5 days later then another 10 days. Its been 2 months since. They once again started ignoring all my emails and calls from me and my wife. I sent them an email today for the last time. They have no capability of having their solar panels be operatable. They have fast installation with no intentions of having it operate. SCAM. I will **** They cannot keep treating American families like this. What a joke.

  Business response

  05/30/2024

  **************, 

  We want to extend our apologies for your frustration. After reviewing your account notes, it looks like our project managers have been sending you updates. The most recent update states that they emailed you yesterday (5/29) explaining that we are currently waiting on SCE to move forward with scheduling the meter spot. 
  

  Please know that it is our greatest priority to ensure you have a high functioning system that meets your expectations. 
  

  Please respond directly to our project managers for the quickest response to any additional questions. 
  

  Thank you!

  Customer response

  05/30/2024

   I am rejecting this response because:
  
  That is a blatant lie. They keep on saying the same exact thing for 2 months now. Last time they emailed me was 5/15/2024 saying it will take another 5 days MIND YOU they already said the same thing back on May 1st. As soon as they saw another business bureau complaint they emailed me with another BS saying the same exact thing now with another person. They keep on saying meter spot this meter spot that and they do not come up with any proof that any thing was sent over to SCE for processing. PLEASE if theres any legal action help available in BBB I will be more than happy to initiate legal action against this company. The damage that they have done to my roof and irresponsible installation with no plan to operate the equipment has hurt my family financially.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Luxor energy came to my house to install solar panels. they told me it would be about three weeks or from start to completion possibly a month but no more. This included design installation and permits. After about four months of them coming out to the house multiple times for mistakes and miscommunication among themselves. They finally started the insulation process. With no communication about a date or time they just randomly showed up at my house. Then proceeded to do a partial install and throwing all the trash in my yard and around the house they left never to be seen again. It has now almost been an entire year. The job is still not completed. *** tried reaching out on multiple occasions with an endless stream of unanswered and unreturned phone calls. Fast forward another few months I finally was able to reach someone who had assured me I was finally going to be a priority and apologized. He promised me they were coming the next day to again replan the job then resubmit the paperwork and possibly redo the permit . Because it still appears it wasnt done correctly. He also promised $500 because of incompetence in the office. Its now been about a year since this nightmare started and shocker nothing has changed. They are back to unanswered calls and voicemails and nothing else. Please stay as far away from Luxor energy in ********************.

  Business response

  05/21/2024

  ************, 

  Luxor would like to extend our apologizes for any part of your experience that has been less than satisfactory. The best way to get clear communication is to discuss your installation with our project manager.

  Please send an email to *********************************** and we will get back to you with all requested information in a timely manner. 
  

  Your job completion and satisfaction is our priority. Thank you for choosing Luxor. 
  

  ***************
  Luxor Energy 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Had a contract with this company Luxor Energy theyre based on ********* to install solar panels on my roof through everbright. They installed solar panels on November 2023 fast-forward to now (April 2024) no one from this joke of a company even bothered to follow-up. Been waiting for inspection, nothing. Called everyday ever since and only gotten back 2 calls in half a year saying they will follow up and call back within a week. Nothing. Called ************ to ask if they even have anything pending on our account to get a permission to operate (PTO) and they said no one from this company ever even called. Left them a voicemail ultimatum today. If they dont answer and get an inspection out I will call another solar panel company to take their solar panels off my roof and *** for damages. They do not care about their customers. The number they have on yelp and ****** are fake numbers that hasnt been used for years. This is the working number *****************.

  Business response

  04/19/2024

  Dear ******************* and ***********************, 

  We are happy to address any of your concerns regarding your project with us. Based on our notes, it looks like the team spoke with you last week about PTO. Please reach back out to us directly with any additional concerns to ************************************ He is the project manager working on your account. 
  

  Thank you for your business and we look forward to hearing from you! 
  

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

  Customer response

  04/19/2024

   I am rejecting this response because:
  
  ****** has never reached out to anyone in my household regarding the solar panels. Its been 6 months and only now have I heard about that name. PTO is only processed when theyve made their own inspection then paperworks are sent to ****** POWER COMPANY. I called them yesterday to inquire and no one from their company (Luxor) has made that arrangement. 

  Business response

  04/24/2024

  To Whom It May ************************ account ****** ***************** has active notes from our project manager ****** of contact via phone with the homeowner on 4/22/24. 
  

  Our goal is to have a complete open line of communication between our customers and project managers. 
  

  If there is still any concern, please have the customer reach back out to ****** and he will be happy to continue with updates on the status of this account. 
  

  Thank you for your time! 
  

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

  Luxor Energy

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Luxor Energy installed solar panels on my home around the first of Oct 2023. When we signed the agreement, we were *********** would take 30 to 40 days to complete the permitting and power up the system. It's been approximately 4 months since the panel installation. I received one communication from Luxor on December 28, 2023, stating that "SCE has been submitted". In the past 3 weeks, I've left numerous phone messages at ************* and 5 e-mails: SalesSupport@My luxorEnergy.com. No response. I appreciate your help!*******************

  Business response

  02/29/2024

  Dear ***, 

  On behalf of Luxor, I would like to extend our apologies on any delay or confusion throughout your experience. I understand that you want an update as to when your system will be turned on, and after reviewing your account with our team I have been informed that we are still waiting on a *** letter from the utility company. Meaning, as soon as we are granted *** (permission to operate), we will return to your property to turn on the system. To provide clarity, receiving the *** letter can take up to 30 days in some cases, so I do apologize for any information you received setting a different expectation. 

  We look forward to continue working with you. Please reach out to us directly with any additional concerns. 

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

  Luxor Energy 

  Human Resources 

• Initial Complaint

  11/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We agreed for solar to be installed in august. In September, they finally began and left a bunch of trash around. Weve had no one finish the job since. *** called, emailed, texted and nothing. My husband has done the same. We cant get a call back or even acknowledgment of the agreement from company.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HAD THERE CREW SHOW UP A DAY LATE WITH NO NOTICE TRIED TO ***** THE BEST OUT OF THE SITUATION NOTICED THEY HAD MATERIAL ALL OVER BUT DIDNT THINK MUCH OF IT THEY TOLD ME THEY WOULD NOT BE ABLE TO FINISH SO WOULD BE BACK TGHE NEXT MORNING LEFT TOOLS WIRES SCREWS EVERYWHERE DID BOTHER TO CLEAN ANYTHING UP THERE WERE DRILL BITS IN THE STREET IN OUR DRIVE WAY EMPTY BOTTLES OF CAUKING IN OUR DOGS WATER BOWL AND ALL OVCER THE *** THERE WAS EMPTY BEER BOTTLES IN OUR BIN HUGE HOLES ON THE SIDE OF THE HOUSE THEY DRILLED 3 INCH HOLE FOR A HALF INCH CODUIT PIECES OF BROKEN ******** I CLEANED UP THEY SHOW UP THE NEXT DAY LATE DROP THERE TOOLS OFF AND TAKE OFF FOR TWO HOURS SHOW UP GRAD THERE STUFF AND TAKE OFF TRIED CONTACTING THERE OFFICE WITH NO LUCK FINALLY GETA HOLD OF THEM THRU THE ***** PERSON THEY SEND A CREW TO DO REPAIRS BUT THEY PICKED UP A FEW PIECES OF CONDUIT AND TAKE OFF TILL THIS DAY HAVE NOT HEARD FROM THEM I HAVE HOLES DAMAGED ******** AND BRAND NEW TIRES WITH SCREWS IN THEM ANOTHER BILL FOR SOLAR PANELS WITH NO SOLAR ENERGY THEY DONT CARE ABOUT OTHERV PEOPLES PROPERTY WE AINT RICH BARELY GETTING BY FOR THIS COMPANY TO SHOW UP AND DESTROY WHAT WE WORKED HARD FOR IS NOT RIGHT

  Customer response

  03/12/2024

   I am rejecting this response because:
  I have cameras on the property if they would like to see what took place nothing ever got done except for multiple visits Asking what the problem was every crew they sent only showed up to ask what the problem was also never received any tires or even an apology from anyone the only thing I ever receive was a txt message from someone in ******* asking me to call when I call he never returned my call Im sure there are multiple complaints as far as this company goes thats not how u do business. They take no accountability for there actions they lie and worst of all take no pride in there ******* ship its embarrassing ********** leads the way in   Construction we pay a premium here for good work not for day laborers I have pics video and messages to prove what I say is true all I wanted was a job well done nothing more nothing less thats fair but thats to much to ask 

  Business response

  03/12/2024

  There has been several attempts to return to the home and finish the work, but were not allow to do so. 

  We are willing to take care of any repair on the roof as long as they are solar related (Customer will need to send photos of the damage they think is solar related) - Luxor is more than willing to return and finish the Solar project in a timely manner.  

  We will need the customers written consent to resume work and investigate the roof damage (Broken tiles - holes on wall and roof - only if solar related). 

  Customer response

  03/13/2024

   I am rejecting this response because:
  
  I already sent photos they already had the chance to fix things it wasnt done right the first time or the second or the third why would I let them come back and damage even more I already sent the pictures more than once its the same stories with this company I want a professional company to fix damages done by apprentices teaching apprentices 

*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. ↩