ComplaintsforLunex Power Inc.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Non payment of incentives for purchasing a Solar System for my new home. Not returning emails, not returning text messages & not returning phone calls. Basically they have forgotten (and apparently don't care) who I am since they have been funded by Sunnova (the Solar leasing company)

  Business response

  08/07/2024

  It looks like ******** addressed your concerns yesterday and your initial requests were only getting to the sales representative that wasn't relaying the information correctly to us (please contact our office ************ for any future matters). The incentive you were promised was wired directly to your account this morning. I am quite surprised that this has been reported to the BBB when we handled everything in a timely manner once you were in touch with the proper personnel. 

  Customer response

  08/07/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good morning,I am writing to formally lodge a complaint against Lunex Power regarding significant delays and unfulfilled promises related to the installation and activation of our solar panel system.From the outset, my wife and I expressed concerns about potential delays, to which Lunex Power assured us that such delays were unlikely. Additionally, they promised that if delays did occur, Lunex Power would cover our utility bills until the system was fully operational and connected to the utility company.Our solar panel system has only now been brought online after a considerable delay. During this period, we were charged our normal utility bill in addition to the solar panel lease payment. In response to this situation, I contacted ******* to request a refund for either our utility bill or the solar panel lease payment charged during the delay. ******* informed me that this refund must be handled by the dealer and that this provision is not included in my contract. This response is both disappointing and unacceptable.We feel profoundly misled and disregarded by Lunex Power. I am requesting that the Better Business Bureau intervene and assist in resolving this matter. Lunex Power has failed to honor their promises, and their lack of accountability has caused us undue stress and financial strain.I trust that your intervention will encourage Lunex Power to take this matter seriously and provide a swift resolution.Thank you for your attention to this urgent issue.Respectfully,*******************************

  Business response

  06/12/2024

  Michaels complaint is a bit fallacious. The entire process took 78 days from start to finish (utility approval and all). We also have not heard a single complaint from ******* until this popped up. My response is below, this was also emailed to him as well. 

  Im sorry to hear about your frustrations with my company. See my notes below: 
  
  The Sunnova payment cycles typically start once you get PTO which was semi recently. Are you saying ******* has billed you prior to PTO (Permission to Operate - granted by the utility company)?
  
  To be honest, the salesperson was incorrect for telling you that the payments start 60 days after installation (that is not a hard timeline, that is just usually how long it takes us to get standard solar projects to PTO) but if the above statement is true, it looks like Sunnova is actually in the wrong as well? I would love to resolve this for you, sort of baffled as to why you went straight to the BBB and filed a complaint there (makes my life a bit more difficult). The BBB complaint is also a bit worrisome; you state multiple times that we were at fault for delays. A timeline of your project from our internal notes is below: 
  
  Signed Contract 3/13/24
  Site Survey 3/19/24
  Design completed 3/20/24
  Permit submitted and issued 3/20/24
  Install originally scheduled for 4/8 but we had to have the ground surveyed and marked.  ******** advised on 4/11 that he wanted the ground mount in a different location.
  Plans revised 4/12/24
  Landscaping company removed trees the following week .
  Install 4/18/24
  Inspection 4/22
  ****** emailed customer for tier 2 insurance docs on 4/26, as of 5/20 insurance was processed.
  PTO 5/28/24
  
  We were well within reasonable limitations of our operations process (***** days start to finish even with one of the delays actually being the company/ Lunex awaiting a declaration page from your home owners insurance company - nearly 30 days). 
  
  
  Typically Id be more than happy to just reimburse you for your electric bill or Sunnova payment but this is the first time this complaint has even made it to my attention. I now have to sit here and waste time dealing with the BBB. Ill let you know what I think the resolution should be within the next 72 hours once I dive into the Sunnova billing issue a little more as well

  Customer response

  06/13/2024

   
  Complaint: 21837860
  
  Thank you for your response. I must address several points and clarify why I am rejecting this response.
  
  Contrary to the assertion that I went straight to the BBB, I initially contacted my sales representative regarding the delay and subsequent billing issue. I was informed that since I was outside the 60-day installation window, they couldnt delay the solar panel payments. Following this, I reached out to *******, who stated that my contract did not include a provision for refunding utility payments due to delays, and advised me to contact Lunex Power directly.
  
  I then sent an email to Lunex Power and received no response until after filing the BBB complaint. Your statement, Typically Id be more than happy to just reimburse you for your electric bill or Sunnova payment but this is the first time this complaint has even made it to my attention, is difficult to believe given the lack of response to my initial communication.
  
  My wife and I are simply requesting what we were promised at the beginning of the process. Specifically, if the panels were not operational in time to sync with the utility, and there was a period where we had to pay both our full utility bill and the solar panel monthly payment, Lunex Power would reimburse us. Aside from this issue, we acknowledge that Lunex Power has met its other commitments.
  
  We hope for a resolution that honors the original promise and addresses our concerns fairly.

  Sincerely,
  
  *******************************

  Business response

  06/18/2024

  We will reimburse two Sunnova payments. ***** will be in touch. Please contact us directly next time you have any issues (if any arise). not your sales rep. 

  Customer response

  06/18/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We signed the loan contract with Lunex Power in August. It is now mid-March and we don't have our solar panels working. Lunex dropped the ball at every stage of our installation. They delayed months in getting us the solar panels, they calculated the incorrect amount of panels they could install, they failed to understand that the panels had to be generating electricity to take the the deduction, and they failed to respond to the electric company so our application was dropped and needed to be restarted. They don't return calls or emails. You are left in the dark wondering what is holding up the project, but you have no way of finding out. I have written email after email and dozens of voicemails that have gone unanswered. We don't know where to turn, and we are in a position to be paying our full electric bill and the solar loan payments every month, with no end in sight. We feel taken advantage of and we don't know where to turn to try to get our panels hooked up.
  

  Business response

  03/21/2024

  In Massachusetts, when a solar system size is above 10kW AC, which in this case it was (19.5kWAC), projects must go through whats called an “expedited review” with the Utility which can take anywhere between 3-6months for the interconnection / utility approval to construct the system alone, unfortunately the process is not expedited at all. Here’s a timeline of what happened: 

  8/10 - Contract signed

  8/14 - site survey completed 

  8/16 - Design completed

  8/17 - Engineering review complete ‘ Stamped 

  8/18 - preliminary application submitted to Eversource for interconnection approval 

  10/02 - kicked back from Eversource for revision

  10/04 - Engineering review / revision started

  10/08 - Permits submitted (building & Electrical) 

  10/09 - Engineering review complete 

  10/09 - Full interconnection application submitted to Eversource, Expedited Application (remember not expedited at all) 

  11/12 - Interconnection Application approved 

  11/12 - building and electric permits paid 

  11/15 - building / electrical permits issued

  11/15 - called / left vm to schedule installation, also sent email

  11/15 - customer confirmed installation for 12/11 - 12/13 

  12/12 - Enphase activation site created, installation moved to 12/19

  12/19 - Project installed 

  12/20 - 1/2 - multiple employees OOO, holidays are a mess typically, we did our best to stay on track

   

  1/3 - inspector never showed up for inspection, Called inspector to reschedule 

  1/16 - inspector completed inspection, left physical certificate of completion on site (this is needed for eversource close out) 

  1/26 - COC uploaded to eversource portal for closeout (not sure what the 1 week delay was here) 

  1/29 - Eversource requested more docs, uploaded 

  2/06 - Eversource reports that this is still in technical review 

  2/21 - Eversource reports that technical review is now complete, reached out for status update 

  2/26 - Eversource requests new “as built” design

  2/28 - Request complied, submitted as built design 

  Customer left bad review on EnergySage, Dan (me) called customer personally to find out what the issue was

  3/12 - Hold removed from Eversource, interconnection tech was on vacation for a week prior to this which may have delayed and caused the frustration experienced by customer, we should have had someone backing up his position, we did not, I apologize. 

  3/12 - Mass ACA fee requested from Eversource, paid fee, updated customer

  3/18 - bumped eversource for update, updated customer 

  3/20 - bumped eversource for update, now in meter installation queue, updated customer

  3/21 - bumped eversource for updated, still in meter queue, updated customer. 

   

  Nothing really out of the ordinary for a project of this size happened here that I can find. I also offered to pay for the customers first solar loan payments to reassure her that she won’t have to be paying for any sort of double billing. 

   

   

   

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new roof and solar panels through Lunex Power. Over the course of the last year, the roof that they put in has been falling apart. The folks who installed it also blew out a plug receptor and damaged my porch. There are many other issues as well with the installation. I have been trying to get help from them, but they seem to be either not helping, passing me off to someone else, or ignoring me.

  Business response

  01/08/2024

  Hi ******, 

   

  I sent you an email this morning with no reply other than this complaint. We are not a roofing company and I even asked you what the name of the roofing company was that did the roof for you. I'd be happy to try and help you get that squared away as much as I could. As far as the solar system goes (the part we actually installed and are responsible for) looks to be functioning properly with no errors. Please send me photos of what is falling apart and I will do my best to assist you. 

  Customer response

  05/31/2024

   
  Complaint: 21100578
  
  I am rejecting this response because:

   

  Please see attached contract.
  
  Sincerely,
  
  *****************************

  Business response

  06/04/2024

  Hi Vinny, 

   

  All we did was lump the roof cost into the solar loan for you. We did not actually do the roof, we are not a roofing company and do not hold those licenses nor did we pull the permit for the roof. We tried to contact the company that did the roof for you but they seem to be out of business (by the looks of it, most likely because they did shabby work). We will do our due diligence to find a roofer to repair whatever's not right but just know that this is not our line of business. ***** will be in touch with you with Greater Boston roofing (a trusted partner of ours). 

  Customer response

  06/05/2024

  Thank you for responding.  Ignoring emails and phone calls is not way to do business, however.  I understand what you are saying, but, I'm not understanding why this would be my responsibility. You were the ones who hired the roofer.  It is not my responsibility to vet the roofer that you hired.  This is ultimately in your hands.  This will not cost thousands of dollars.  I just merely want the shingles replaced as I am in the middle of refinancing my dwelling and the missing shingles is affecting my appraisal.  I've been asking for help since 2022 and haven't received an adequate response.  I have already sent correspondence with my plans to sue *************************** I expected a response but received nothing.  I just want this small job to be completed asap in place of taking legal action.
  
  *****************************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid (in full) for a system of solar panels to be installed after replacing our entire roof earlier this year. After installation, which the inspector did not deem as passable, we scheduled our roofers to inspect the solar installation job done on the roof. The roofers showed me pictures that were taken pre-solar install and post-solar install - our roof was significantly damaged by ******************** (so many broken tiles) AND the solar panels were not even properly fastened to the roof. Replacement tiles were provided and the installers were fully informed that should they break any tiles, they would need to replace them. they did not replace them, nor did they inform me that they would not replace them!Now almost six months later we are still running on the grid, and have solar panels on our roof that aren't even working yet and broken roof tiles that will more than likely facilitate weather damage to our roofs underlayment. The installers were PAID IN FULL... but have not provided adequate nor sufficient results for the job that was done.I NEED:1. Lunex/POWUR to coordinate with ****************** (my required roofers because they installed the roof I have now. non-negotiable)2. the solar panels reinspected 3. my solar panel system turned on so we can use the product we paid for 4. this to be done ASAP

  Business response

  07/24/2023

  Hi *****,

   

  The company you contracted with was POWUR solar (www.powur.com), we were hired to do just the installation and while there are broken tiles that we acknowledged that we will repair, you're asking for the entire roof to be replaced (which after the removal / reinstallation of the solar system, we will be right back to where we started). On top of that, your solar company POWUR, has not paid us on several outstanding invoices that they owe us on, therefore we are unable to perform further work necessary to repair your roof tiles. As for not being connected to the grid, that is on POWUR as we were only contracted to pull a permit for the solar installation, POWUR handles all of the administrative tasks associated with the connection to the grid (not us). To add to all of this, the before pictures you took are from the ground (hard to really see some of the cracks in the tiles that you took while on the roof), roof tiles can crack from someone just walking on them. As with every tile roof, tiles will crack/break after being altered to fit a solar system on to it, it's common and POWUR should have explained that to you prior to the installation (we are not your go to for communication). We use a foam sealant to fill the area underneath the flashings to keep the flashings sealed/waterproof, the installers will also commonly use the foam to fill areas that they may have broken if replacement tiles are unavailable (which are visible in the installation photos). We no longer work with POWUR due to their lack of remitting payments to us in an efficient manner and constantly having upset customers because they were overpromised items on their contract that we then had to deal with (even though we didn't sell the customer anything, POWUR did). We have a great reputation when working with us directly. I am happy to pay to repair broken tiles, I am not replacing your whole roof. 

  Customer response

  07/28/2023

   
  Better Business Bureau:

  
  Please inform the business that I do not want my entire roof replaced, I only want the broken tiles and the improperly installed solar panel issues to be addressed. So that the system can be turned on and we can move on from all of this. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They finished installing my solar panels three months ago have failed inspections five times already I am still paying electric and also finance charges for the loan I took out for the solar panels for the past three months I do not think this is fair treatment to a customer

  Business response

  10/07/2022

  Hi ****,

  You are Project Solar's customer (not our direct customer, so we don't have full control over your project). You should take up the loan payments with Project Solar as we have no control over that and they should not have told the finance company that the job was completed (typically a solar company will confirm the installation with a finance company so they can get paid, that then starts a timer for the project to get turned on, in certain circumstances the system doesn't get turned on in time before the payments start rolling through). Unfortunately that part of the problem is completely out of our hands as like stated before, you are Project Solar's customer, we were just subcontracted to install your panels. As for the failed inspections, we're diligently trying to work with the building department to address the issues they keep failing us for, mind you we have to pay a re-inspection fee every-time they fail us for something (trust me we don't want to pay those fees). Palm Beach county is very difficult to deal with and also doesn't give us a time window for the inspection which makes it super hard to schedule with us being so far away (we're in *****). Please feel free to reach out to me directly to address your concerns about the inspection moving forward ************. I have escalated this within my team to get this closed out for you. We have this on our schedule to tentatively have a tech on site next week, just waiting for PBC to confirm the inspection date with us. I apologize for the inconvenience. Again please contact Project Solar in regards to the loan payments. 

  Regards,

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

  President & Owner

*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. ↩