Luminus Reviews 7,949

Have been asking for a contract for an apartment, for about 2 month. Nothing. Then they make a contract, with the utterly wrong dates. BAsically, the contract that was requested towards november 2013, starts running on january 2014, for the periods of 03.2023-03.2024. suddenly there are huge unpaid bills, which are on dates the apartment didn't even belong to us.

I used emails and contact form to contact them. Nothing. tried about 4 times. Then I used their chat. A guy helped me out there big time. And a correct contract came! Was the old contract, the incorrect one with the factuurs canceled? NOPE.

Honestly? What is this ? Seriously. First they make me a ridiculous contract for dates that make no sense. And then they make me a good contract, but keep the old, with the huge factuurs? Will they add a THIRD contract if I keep pushing to fix things? A FOURTH?

I'm wasting my time trying to chase who the hell can fix this. Gonna be calling the contracts department next.

But yeah. No. 1 star. Thanks for the utter waste of my time guys. good job. Funny thing is that luminus was great to me, for many many years, but the moment there are issues, the customer support is so lacking.

edit: used chat again, the first person answered, and told me to pound sand, basically, call contracts dept. So I used the chat again. The second girl was much more helpful "maaike"she told me the case is still being handled and hasn't been finished and when it is closed the bills should dissappear.

edit2: I was informed my case was closed. Did the 400euro bill go away? nope. Will I need to waste more hours and keep pushing? OF COURSE. I am really getting fed up with luminus' lacking customer support(I am supposed to recieve a credit note. In the meantime, I'm getting reminders of my unpaid bill, ugh)

edit3: Did I recieve the credit notas? A bunch, corresponding to some of the bills. that I never paid. And they canceled. So, this is over, right? *sighs* Unfortunately. I still have 1 of the factuurs from the wrong contract. for about 340euros. Unpaid. Uncancelled. So, here we go again, creating another "klacht" trying to chat one more time.

Edit 4: I call up support. Support tells me to call overname dienst. I call them. They bounce me to facturatie dients. They bounce me back to overname. Annnnnnd now I'm bounced back to facturatie dients. I have now spent 40minutes on the phone. With no real progress or end in sight.

I am considering leaving the unpaid factuur as unpaid, and they are welcome to come at me with a lawyer if they wanna have it. Honestly, this is such utter waste of my time.

Edit4.1:
I have spoken to a guy from facturatie who was an angel. Seriously, if I was at a level 8/10 of annoyance, I'm now at like 3. I'm not even annoyed. He couldn't solve the issue as the issue wasn't for his department, but he seemed like the go-to guy when something happens. He explained with who I have to talk to.

Currently my journey has been like this: overname(moving department or smth)->facturatie(invoices department)->overname->facturatie.

This journey today has been 65m. I have called them at 12.15, and ended at about 13.20.

That guy... Really diffused the negativity I had inside. Kudos.

And now, I shall be calling overname department. Don't know when. I'm at work, and this was mentally taxing.

I have put this review here on 5th of Feb, it is now 9th. But this entire thing started at end of 2023... The initial incorrect contract was recieved towards January, and you could say I've been trying to fix things ever since.

Anyway.

Edit5:
It is now 20.02.2024. the issue with the unpaid bills has been resolved about like half a week to a week ago. Mind you, now they want to return us money. Which is also an issue because they don't owe us money xD but the cancelation of the factuurs created some credit notes or something... And while free money is nice, accepting it is akin to stealing by omission. So. Mostly resolved. I am raising the rating from 1 star to 3 stars. Simply because I have probably out about 15 hours into resolving this nonsense.

Clair and detailed information.

I have been asking Luminus for some years to stop sending communications by post. I would like to receive bills by email only. For some reason, this cannot be done. I receive marketing emails from Luminus with no problem, don't know why bills are so difficult.

Excellente communication, rapide et efficace

Encouragement

Personnally I wont recommend you to any person or a company to work with you. A technical error for closing the contract in your system was handeled after 9 months from the time of asking so. When you send a confirmation to support the asked request dont write down that you will support ASAP to help closing or supporting in any request.

Unfortunately, I left Belgium and stopped my contract with Luminus. But I appreciate this company for its service. Everything was great, especially after 2 years of struggling with Eneco.

Service excellent !

Promesse tenue !
Merci

No comment !

Cela a permis de faire plus attention à ma. Consommation