Lumos Solar

We are very sorry that Mr. Fields has been so unhappy with the aesthetics of the custom Accoya wood cladding that he chose for his Lumos SolarScape, as well as the service he felt lacked sincerity and care. As a solar products design company, we strive to provide the most sustainable solutions we can. Accoya wood is the most durable and sustainable available. It is a very light colored wood that will show the normal process of weathering. Unfortunately this has been greatly upsetting to Mr. Fields and he requested a return and full refund on the cladding.
Since we are a solar products design company, and not solar installers, we work directly with our authorized solar installers. Mr. Fields personally chose the solar installer he wanted for his project. We worked carefully with Mr. Fields' specified installer on a number of custom requests, as well as expediting our process to ensure Mr. Fields received his State tax credit, which was due to expire at the end of last year.
In addition, Mr. Fields had his unsealed Accoya wood cladding placed directly on top of concrete, which is not to our design nor specification. While Accoya does not need to be sealed, when placed in direct contact with moisture, will naturally stain and mildew, just like any other wood in this condition. This can be remedied and cleaned. We advised Mr. Fields and his installer to raise the cladding off of the concrete, which is to our specification, and how to clean the wood when we were first notified of this condition 9 months ago. It was never done, to our knowledge.
With Mr. Fields continued dissatisfaction, we requested an Accoya representative contact him, who then offered a site visit. After hearing from the Accoya specialist, Mr. Fields decided to keep the Accoya cladding and requested that it be cleaned at no charge and a $5000 refund from Lumos. We agreed to either clean or de-install the Accoya cladding at no cost to him, and to issue a refund, but did not specify an amount. As all financial transactions for his project were between Mr. Fields and his installer, we are not aware of what his final costs were, however we are refunding cost for the upright Accoya cladding that he is unhappy with.
At Lumos, we care deeply about our customer service and going the extra distance every step of the way. We worked very diligently and with our best efforts over the last many months to help Mr. Fields, however every effort we have made has been met with enmity toward us. No matter how much we bent over backwards and worked with Mr. Fields, we could never do anything to his satisfaction. We are deeply saddened by this.
On a positive note, Mr. Fields commented "The panels are beautiful and are working great", referring to the Lumos solar panels.
We truly wish Mr. Fields the absolute best and know that his state-of-the-art SolarScape will continue to produce clean solar energy for many years to come.