ComplaintsforLumin General Contractors

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with ******************* in August 2023 and Lumin General Contractors vanished for 8 months. I called numerous times and no response. We finally had a response in February of this year and **** sent unknown employees to our home who proceeded to damage our home and cause water leak. These stooges then left and never returned to repair the damage they caused. We called Lumin General Contractors numerous times again and **** and ******************* decided to not respond and to bill us over ******* . They did nothing for 10 months and decided to bill us? Unethical at best, most likely criminal. I have attempted to call and text and ********************* last response was unpleasant and unprofessional at best. In our opinion Lumin General Contractors and ******************* and **** with owe us for the damage they did to our home. If they would acknowledge the damage to our home and the repair costs and remove that amount from our bill we would happily pay the lower amount and find a honest contractor to complete our project. We have lost all trust in Lumin General Contractors and *******************, and we would strongly encourage everyone in ********* and ************* to avoid Lumin General Contractors and ******************* and at all cost. I have filed a complaint with Elbert County, and we have reached out to the Elbert county sheriff's office to file charges for unethical business practices. Please avoid ******************* and **** with LUMIN CONTRACTORS AT ALL COST. Lumin General Contractors | ***********************************************

  

  Business response

  04/18/2024

  ***, 

  Lumin strives to deliver a quality product and service to all of our customers.  I apologize for your experience to date.  Our records do show that we were involved heavily with your hail claim.  Please see the attached documentation we are able to provide that *** help you clarify what has transpired over the past 8 months. 

   

  8/10/2023- Lumin performed a field inspection at ***'s house that generated form a call in appointment.

  8/11/23- Contract signed to perform hail related work.  Insurance had not covered anything besides a small repair on the roof.  No work could have been completed until the insurance company agreed to a full roof replacement. 

  9/26/23- Lumin performed a more detailed property inspection to help prepare the submission for all of our hail findings. 

  9/26/23- Satellite reports were ordered to finalize the estimate that was re submitted to State Farm for consideration. 

  9/27/23- Window estimate was returned to Lumin from our window supplier to add to the estimate. 

  9/28/23- Lumin estimators began to write the full estimate once all documents and investigation notes were assembled. 

  10/4/23- Lumin Submitted estimates back to State Farm for the 2 claims that had been filed by customer. 

  10/25/23- We received revised paperwork form state farm regarding the first claim. 

  11/22/23- Lumin had an appointment scheduled with State Farm to meet on site to review missed items form State Farms estimate. 

  12/11/23- Lumin and Customer received a revised estimate form State Farm with the Full roof replacement. 

  12/21/23- Lumin messaged customer that we needed his color selection and the *** amount for a deposit to get his material ordered.  We had previously explained the extended lead times due to manufacturer shortages.  Customer never responded. 

  **To ensure that the roof seals properly, on large roofs with northern exposure slopes we do not install roofs in the winter.  They are booked for the spring. 

  *Sometime between Dec 27 and Jan 1 - Customer called the ******************** office and asked for us to look at a warranty issue with a prior contractor customer hired regarding a door that needed slabs replaced.  Over our phone conversation, we had documented that the service call was for interior French doors.  

  1/3/24- Lumin sent over 2 technicians to install 2 interior French door slabs.  When we got on site the material was in route and we discovered that we were working with exterior French doors.  Our technicians found that the door installed was an incorrect jamb depth and the actual door was not plumb.  We recommend the customer call the manufacturer and file a warranty claim.  Lumin had offered to call and explain what was going on with the product.  (This was NOT Lumens install or warranty issue) Our technicians removed a piece of trim on the left side of the door to check the size of the door installed and reinstalled he trim piece before we left.  The customer was on site during this and was happy to date with our service.  That day customer called ******************************* to discuss the reinstallation of a new French door and **** Quoted customer over the phone that the cost would be around ******** for a new door that was high grade and not a cheap builder grade that he would have the same issues with.  

  2/01/24- Customer called ******************** office that morning and was upset that his door was still not fixed.  (Not Lumin's install and was not Lumin's product installed on the house) Customer had cancelled any remaining services to his home.  Customer also texted ***** that the contract had been cancelled and that they should meet up for a beer at *************. (see attached message)

  4/4/24 & 4/12/24- Cancellation invoice was sent to customer per signed contract. 

  I would like to document that you state in your complaint that no work has been done to your home for 10 months.  From our very first interaction to date we are still under 9 months.  You have also stated that there had been no communication for 8 months. Our records show different.  We had worked very hard to facilitate State Farm paying for full roof replacement that took almost 4 months.  Your claim was finally approved in the winter, and we explained to you that we do not install roofs in the winter months.  I feel your complaint is very slanderous and inaccurate.  

  Lumin has invested time and money into your claim and have not collect a cent!  Where would you like to go from here? 

  Kindly, 

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

  Lumin Systems

   

   

  Customer response

  04/19/2024

   
  Complaint: 21593988
  
  I am rejecting this response because: the technician did damage to our home. Approx cost to repair damage is *******. We want that amount reduced from final cancelation bill. Your company did damage to our home and never returned to repair as they said they would. The wood you damaged needs to be replaced and I cannot trust ******************* or Lumin General Contractors to repair. 
  
  Sincerely,
  
  *****************************

  Customer response

  04/19/2024

  We were not informed by Lumin  of any of these contacts with State farm. I called state farm in February and they informed us that ******************* was dishonest on the application paperwork and they " could not even see the things he was trying to get approved." Also, the doors were part of the original contract and ******************* confirmed they would be able to repair the doors along with the roof. **** NEVER gave me any estimate on the doors. **** told us that he  was  ill and unable to return calls for weeks due to his illness. All we want is the amount to repair the doors removed from the final bill and we will happily pay that amount to bring this to a conclusion.  We have no trust in Lumin and we just want this matter closed.

  Customer response

  04/25/2024

  Lumin continues to abuse us. In our opinion ********** is a liar and  cannot be trusted. They have now obtained an attorney and have filed falsified paperwork on this BBB page. In our opinion,  ******************* is a liar and a thief and he made numerous promises to us then dissappeared for 8 months. We are elderly and Lumin has vandalized our home then abandoned us only to bill us for doing nothing for 8 months. The damage to our home has caused water leaks in our home and they have never taken responsibility for the damage.   We did NOTHING wrong except trusting ********** and *******************. Avoid this awful unethical company at all cost. We are going to post on every social media site daily in hopes that these 2 unethical individuals are not allowed do this again to an elderly couple.  Please pray for us as we fight this battle. 

  

  Business response

  05/07/2024

  Lumin worked diligently on this customer's insurance claim so that his full roof could be replaced. After the claim was approved for the full repair, the customer improperly terminated the contract rather than proceeding to have Lumin perform the work. Under the contract, Lumin is entitled to perform the roofing work on the house and be paid for its work. Instead, this customer is retaining the insurance funds.
  
  Lumin did not cause any leak at this customer's house. The leak was pre-existing, because a prior contractor installed the exterior French doors incorrectly. Lumin has documentation of the pre-existing leak. This customer was interested in having ******************** replace the doors, so Lumin removed a piece of trim to determine the size of the doors to be ordered. Lumin then replaced the piece of trim. The customer ultimately decided not to replace the doors. The previous installer did not use the correct size jamb, and the doors are not plumb. The doors remain that way because this customer did not hire ******************** to replace the doors. 
  

  
  

  Customer response

  05/07/2024

   
  Complaint: 21593988
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  05/13/2024

  #1. YOUR CONTRACT HAD NO ESTIMATES FOR ANY WORK DONE.

  #2. YOUR CONTRACT HAS NO ESITAMATED START DATE.

  #3 YOUR CONTACT HAS NO ESTIMATED END DATE. 

  #4. YOU NEVER CONTACTED US SINCE AUGUST OF 2023. LAST EMAIL WE RECEIVED WAS AUGUST 20th OF 2023. YOU NEVER ASKED FOR ANY CHECK TO BE SIGNED AND YOU NEVER COMMUNICATED A SINGLE STEP TO US. 

  ALL OF THE ABOVE VOID YOUR CONTRACT AND OUR ATTORNEY WILL BE SENDING A LETTER TO YOU EXPLAINING OUR POSITION.

   

  We did nothing wrong except trusting ******************* and *******************************. The estimate to repair the vandalism Lumin systems did to our home is over  $1000.00 and Lumin refuses to pay for the damage.  We are elderly and we have abused and taken advantage of by  Lumin Systems.  

  Have a blessed day!

  ****** and ************************;

  

  Business response

  06/18/2024

  We have received your settlement offer and our attorneys have reached out to you.  I do not know what you still wish to gain from this platform. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had my roof replaced after the storm in 2023 and have been trying to get the certification of completion for my insurance company records since December. I have asked the contractor 4 times for the certificate. The first time I asked him on Dec. 15, 2023 and he told me he would get it to me by Monday. I didnt receive it. I have sent 2 other email requests asking for the certificate, on 12/27/23 and 01/03/2024 with zero response. I texted the contractor today 01/10/24 and I got this response. Saw it forgot about it, soon as I collect down payment for paint Id be glad to fill it out. So he is basically trying to extort me out of giving him money to have the house painted before giving me the certificate. I told him that the certificate had nothing to do with the paint, that the roof has been paid for and that I want the certificate since that is completed on their end and mine. I have not received the certificate of completion or response since I told him that. Further, I did not sign any agreement to have the house painted. I told him I was going to wait until spring/summer to have the house painted but after this latest message of unprofessionalism and extortion and after other issues have I have encountered with him (lack of responses, failure to clean up after the gutters were replaced (which that was another issue that I was told in order to do the roof correctly, they had to do the gutters yet the gutters were replaced after the roof was done) and unprofessional tactics) I have no faith in the company. I dont appreciate what I feel is extortion by this company, namely the contractor *****.

  Customer response

  01/11/2024

  I did receive the document late last night that I was requesting that was being withheld until I gave a check for painting. He said he was going to cancel the contract but not sure what that entails since he is the one cancelling it.  I am concerned about the tactics used and the fact that I never said I wasnt going to have the house painted by them, but he assumed that was the case with no proof.  I did say awhile ago, I wasnt sure on the colors and that I wanted to wait till spring (due to the weather) but I never said I wasnt going to not have the house painted.  I have no issue talking to a supervisor or the owners to resolve this, which I told ***** after his unethical demand and assumptions about my intentions.  I will have no further communication with ***** though.  

  

  Business response

  01/12/2024

  ***, 

  I am very sorry you are having a hard time communicating with one of our project managers.  We are a small family run business and always try to provide the best experience possible.  Unfortunately, things happen beyond our company's control.  We are looking further into this issue and assure you that it will be handled appropriately.  

  The class 4 form was sent to your email on January 10 at 7:47 PM.  I am not sure when this complaint regarding the form was made, but I will follow up with you personally to make sure you have it for your records.  

  It is our experience that State Farm prorates the discount back to the day the roof was installed.  

  If you need anything else, please contact our office directly.  Ask for our ************* or owner *********** 

  Kindly, 

  Lumin Systems

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

  Customer response

  01/12/2024

   
  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.   **** called me and we discussed the concerns, he offered his apology and I will be working with him or another employee for the remainder of the time.  
  
  Sincerely,
  
  *****************

*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. ↩