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Business Profile

Energy Service Company

Luma Energy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Energy Service Company.

Complaints

Customer Complaints Summary

  • 26 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/21/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Luma energy has a monopoly which should be illegal on a federal level, they constantly raise prices throughout the year, they make estimates much higher than actual readings and even when calling customer service they will make you wait and after more than 30min. they hang up the call.

  • Initial Complaint

    Date:12/31/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    No power all the f****** time...get out of our island

  • Initial Complaint

    Date:12/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 moved out of my old apartment after a month without power to solely my building due to my landlord not being able to get Luma to take appropriate action to remedy the situation. I called to set up my new account for power with luma and Luma connected me to my upstairs neighbors existing meter number and fraudulently charged me for weeks of their power usage while I had no power. When I called to request this be reversed I was told to ask my neighbors to pay me or it may not be reversed. I was then told that it would be 1 to 10 business days for the power to be correctly connected. It has been over 10 business days and I have been without power for 2 full months due to this company's negligence and corrupt business practices. When I called to request a status today I was told it could be 5 to 10 more business days or longer and that there will be no estimate provided. The only thing needed from **** is for them to come and change a tag on my meter and flip a switch. There is no power outage in the area for either apartment that would justify this lack of power, it has been solely the failing of the **** company. Addionally, Luma attempted to charge me for two 150 refundable deposits and did not transfer the deposit from my previous apartment. In total they attempted to charge me 413 dollars. When I called to correct this, they removed the incorrect charges and are still charging me 113 for my neighbors power usage. The monopoly this company has and the treatment of its customers is deplorable and dangerous. They have lied openly many times and refused to take accountability for or remedy their mistakes.

  • Initial Complaint

    Date:08/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Luma energy has allowed the power to go out at my residence multiple times over the past year. These outages are always without warning - even when the claim is that the outage is needed for scheduled maintenance. My power has been out for prolonged stretches twice this week alone. I have a small baby and he gets overheated in the summer heat. Im also concerned about my stored breast milk supply that depends on a steady temperature in the freezer. Losing the bank of breast milk would be devastating and impact my infants nutrition and health. If these outages are scheduled, and customers were notified, I at least would have my phone charged and be able to alert my work and family of the disruption. As it is, my husband and I have been away from home both times this week during the start of the outage. We return home only to find we must climb 6 flights of stairs - with an infant - to get to our apartment. This level of service is unacceptable and LUMA frequently touts their success without acknowledging the very real hazards they are creating in their clients lives. This situation is putting our family at risk in a variety of ways. We live in an urban area, mere blocks from the **** headquarters. The weather is clear and there was no damage from any recent storm. There is no explanation for an unexpected outage and no messaging to expect a planned outage. This service is complete unacceptable and harmful. The amount represents our bill of $300 paid monthly for a period of 5 years

  • Initial Complaint

    Date:06/26/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Luma, the utility company for electrical service en *********** sent me an estimated invoice for electricity consumption during the month of June 2024. I presented a claim for over billing and they sent me a corrected invoice with the actual reading of the meter and an adjustment to the amount owed, also I considered the adjustment incorrect. My point is that the company is over billing the increased their cash flow. This practiced I have notice for a long time before but never pay attention to it. To me this can be considered a fraud or something worse.

  • Initial Complaint

    Date:05/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On March 8,2024,I requested to open a new account for the apartment I rent,started living April 20,2024. I paid $150.00 deposit as required by Luma Energy to start on March 15,2024. On April 16,2024,I received a digital bill dated April 15,2024 for $178.15. Luma Energy did an estimate of the consumption of the person who lived before me in the apartment and charged it to a new account (my account). On April ********* called and requested to read the actual meter and to correct the bill amount,not to do an estimate of someone elses consumption. They gave me a period of 10-work days to physically read the meter. I made follow-up calls and they replied they were still within the time period;also I said that I wanted to object the bill,they said I had to pay $150 to start process because is a new account and there's no consumption history to make an estimate. I refused. On April 26,2024, I called to check the status, they said that they closed the case because they went to the place and didnt have access. No one call me and they have my information. Note:I work from home,they need to call me to have access. On the same they told me they closed the case,I made a new request. I called on May 1,2024,told me to make process faster, to take a photo of the meter and upload it to their page, I did May 2,2024. Note: The meter has no numbers showing. In more follow-up calls,they said that they took a photo of the meter,I told them that I took it and uploaded it to their page. Note: They lie constantly. They said that they will put a new meter and will take a minimum of 30-work days. I asked what's going to happen with the estimated bill. They said to pay it and they will adjust later. I refuse to pay for an estimated bill that doesn't reflect my energy consumption. I asked what will happen with the service. They said the period to avoid service interruption is 60days. Also,they have the wrong address and I have kept telling them to correct and update it. They havent done so.

  • Initial Complaint

    Date:04/24/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Moved out of *********** on 2/29/2024 and talked to Luma on the phone and they said I would get a check in the mail for deposit /overpayment of $445 by the end of March. When end of March came and I didn't get the check, I called in *************) and the Luma rep just said that my refund was still pending manager approval, and I'd get the refund when I get it, with no specific timeline. Attached is the final bill showing a credit of $445 mentioned.

  • Initial Complaint

    Date:04/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Luma Energy In *********** is ripping the *** off and consumers. As a current consumer of Luma Energy in *********** I am concerned with the services being provided to paying consumers. Since 2022 I have filled repair complaints for high voltage exceeding over 280 volts coming into my home and causing the electrical panel to catch fire, falling electrical lines and electrical pole also have been reported to Luma Energy as of 2022. Per Luma Energy phone rep they billed *** and FEMA for repairs that where never done. Luma employees are closing out repair orders as being fixed and billing for services not rendered and or offered. Complaint # are C22103000155, C22120100054, C24022800085, C24022800086, C24022900096, C24030500057, C24030600047. Per Luma phone rep as of today all cases for repairs have been closed and no repairs have been done. I currently have a high voltage pole on my property that is falling and has been reported to Luma that it is pulling other neighbors electrical lines to the ground. Luma Energy is currently billing FEMA and *** for services not rendered committing massive financial fraud. Employees are not working and sit around in the mountains drinking beer in the rural areas and they close out repair cases with out fixing anything and then they report that repairs where made.

  • Initial Complaint

    Date:03/13/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Since February 2024, I requested the **************** from Luma. After two visits done by the inspectors I was notified first that I needed an electric pole due to the distance of 75 feet from the existing por to the connection to the house. After further review **** also noticed the ********* de ******* Elctrica approved installation was incorrect. The distance according to the inspector from the transformer to the existing adjacent pole is ***** feet, which exceeds the limit of 500feet by law. Now **** wants me to pay for the correction of the established system, extending the primary line adding the transformer and the new light pole I requested to be able to get the service. I am a disabled veteran with an autistic son and its not acceptable that I should be paying for a mistake performed by the company they took after(********* de ******* Elctrica).Please help me get one of the basic services needed in a home.Thanks for your assistance,V/R ******************************* PS I will add the approved documentation and the emails.

  • Initial Complaint

    Date:01/27/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Ive been calling the customer service representative since early December and there response is that they will refer to a Supervisor and to get it dispatched to a team for repairs. I currently have solar power which isnt working due to high voltage, so my solar system automatically shut down as a precaution.

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