Smart Energy Today

Raymond - Washington

Trust has been broken by nearly everyone I have talked to at Smart Energy Today/Lumio. It has been over EIGHT months now since my first signing with your sales representative, Josh Miller. Summer has come and gone, and we STILL have no working solar panels with zero communication from anyone in your organization on when this will be completed. The absolute TERRIBLE experience we've had was as follows:
4/14: Spoke with Josh Miller. We were told if we signed that night, we would be given 3 months worth of payments. Signed that night.
4/15: Welcome email received from Smart Energy Today with timeline saying target 6-8 weeks from finance approval with picture showing maximum timeline of 12 weeks, which would have been 7/15.
5/10: Got an email requesting for documentation with my name on the property. House is under my husband's name, so we needed to add his name to the loan.
5/24: Signed new documents with my husband's name on it. New maximum timeline should have been 8/24.
6/22: Solar panel was installed roughly around this time. After the install, I got a physical copy of a timeline showing a timeline maximum of 84 days plus one step that had a variable date range. New maximum timeline should have been roughly 9/22 without knowing what the variable timeline is. This was the final update to the timeline I got, so as far as we are concerned, this should have been the target date.
6/23: Inspection was supposed to happen in the morning. Waited until 1 in the afternoon with no one showing up and no word on when the inspector would be coming, we needed to reschedule due to work. I was told someone would call me back to reschedule, but no one ever did. I had to reach back out to Josh for help to get the inspection rescheduled.
7/2: Got letter from Service Finance Company that our first payment is due 7/28. We asked Josh about this since only the solar panels were installed, but our main panel which needed to be replaced due to age was not installed yet and was rolled into the loan. Josh acknowledged that this seemed odd and would look into it.
7/21: We got our first bill from Service Finance Company. Sent to Josh again, he said he'd look into it.8/16: Main panel replacement occurred. On the same day, we got a call from Service Finance Company that we are 19 days overdue and will be going into collections soon. Reached out to Josh again about this, and Josh promised he'd pay for the late fee.
8/18: Finally got a gift card from Lumio with the first three months of payments that Josh promised us. Since we had to resign the loan for a new amount since the main panel was rolled into the loan, the gift card was for 3 months based on the old amount, not the new amount, and it did not include the late fee that Josh promised. Was told I would get an additional gift card for the remainder by a representative who called me to confirm I got the gift card.
8/19: Got a survey from Lumio about the solar panel install. I took the survey and fully explained the horrible experience I had up until that point. The survey asked if I would like someone to contact me, and I said yes. To this day, no one has contacted me.
9/2: City of Seattle came to inspect expecting a Lumio representative to be present, but there was no Lumio representative. Josh said that no Lumio representative should be onsite. Via email, Jennifer said a Lumio representative should have been onsite. I told Jennifer Josh said this wasn't necessary, and Jennifer said there should have been. Rescheduled inspection.
9/13: Got a text from Jennifer saying I needed to schedule an inspection again, which made me think the previous inspection scheduled on 9/2 did not occur (error on her part).
9/17: Texted Josh asking for a follow up on the gift card. Zero acknowledgement.
10/12: Texted Josh again about the gift card. Josh texted me an email screenshot Alexa Gamble sent to Rachel, AJ, Catherine, and 7 other people for follow up.
10/20: Text from Ivie to schedule final electrical inspection for 10/27. I texted back requesting for 10/28, but didn't hear anything back from her.
10/28: No one shows up.
10/31: Text from Ivie saying that the technician had an emergency and her text to me never went through, now the final electrical inspection is scheduled for 11/10.11/4: Texted Josh about the gift card. Zero response.
11/10: Lumio inspection with Seattle City Light. Was told additional work needed to be done. It has been two weeks, and I have heard nothing back from anyone about when that would be scheduled or take place.
This only includes the correspondence I've had in writing with your organization. This does not include the countless phone calls I have made to follow up with your inability to provide clear communication and follow through. In writing this and reliving the experience I had with your company, I am completely astounded by your organization's inability to follow up your customers. It's not just one or two, but multiple people who have dropped the ball with communication with us.

AWC/VMVC - Washington

I would give this company a ZERO rating in customer service if it were an option. My husband and I have both called a number of times to the 888-405-8689 phone number listed on the firm's website and get put on hold with a message that the call will be answered by the next agent. After being on hold an exorbitant amount of time, the customer service person says they only service the East Coast and need to transfer us to someone who handles the West Coast or our region and then transfer us to another number where NO ONE comes on the line! Our solar panels stopped producing 2 months ago and we can't get any assistance. Our system has only been up a little more than 2-1/2 years! This is the 3rd major issue with the system. It appears our nearly $26,000 investment is nothing but an eye sore. Worst customer service EVER!!! Despite living in Washington State and knowing we may never recoup the cost of the panels, but wanting to do our part for energy conservation, this is probably the most costly mistake we've made by going with this company.