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Business Profile

Solar Energy Contractors

Lumio

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Solar Energy Contractors.

Complaints

This profile includes complaints for Lumio's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Lumio has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Lumio

      1550 W Digital Dr Ste 500 Lehi, UT 84043-6783

    • Lumio Energy

      2929 S Elm Ave Fresno, CA 93706

    • Deca Living

      2000 E Lamar Blvd Ste 300 Arlington, TX 76006-7356

    • Lumio

      2000 E Lamar Blvd Ste 300 Arlington, TX 76006

    • Lumio

      2000 E Lamar Blvd Ste 300 Arlington, TX 76006-7356

    Customer Complaints Summary

    • 773 total complaints in the last 3 years.
    • 117 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:05/22/2024

      Type:Product Issues
      Status:
      Answered
      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.
      This is part of the email I have attempted to send to Lumio- it briefly outlines the issues (had to truncate due to character limits):I purchased my solar panels from SET in **** of 2021 Since that moment I have had issues. Multiple panels weren't functioning, inverter faulty (not replaced for over a year), panels not close enough to wifi- needed ethernet, finally got put in last year (2023). The cable still not buried properly, still due a refund check in the total of $3200.00.Calling since July to get ethernet cable issue resolved, and as of 5/22/2024 cable still sticking out of ground exposed. Refund was approved in August 2023, said would receive it in 6-8 weeks. called to ask where it was told 6-8 months instead. now end of May 2024 and I still have not received.reached out to *************** in ********** office let him know I would be seeking legal action. I own campground- busiest time of year. cable to be reburied directly under road guests require access to- needs to be done ASAP to not disrupt business and impact earnings. He assured would take action and issues be resolved. didn't hear back so I emailed again. ***************************, from *************** called and assured me action would be taken ASAP and work would be done. didn't hear back. I texted to follow up, got no response.sent another email to DJ and got email bounced back that said my email blocked by his organization. then sent him an email using my business account.Informed him if work was not completed & checks not in my hand by 30th of May I would be filing in court.Have not heard back.This is why I am reaching out. I need someone to step up and do the right thing for a customer (me) who has spent 3 years 7 countless amounts of time chasing down people to get my panels set up & functioning correctly & get the refund I am due for the times they did not function at all.Please help me get this issue resolved- the work finished they promised and get my refund money to me. Thank you!

      Business Response

      Date: 05/30/2024

      Hi ****, our team has reached out to you regarding your complaint. We have your appointment scheduled for tomorrow and you should receive your check in the next few days. Please reach out with any questions in the meantime. 

    • Initial Complaint

      Date:05/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 5/21/24 a lady solicitor from Lumio HX came to my door. The initial contact was a presentment of an altered web page by Duke Energy (commercial) and pictures of power meters, leaving me to believe that Lumio was an affiliate of Duke Energy. Duke web site had no web page on residential meters that she showed me (I checked). I asked for ID and all the solicitor had was the Lumio ID. Up to this point she had not mentioned anything about solar energy panels. I asked if she was affiliated with Duke, but she did not answer. Instead she kept talking about power meters and ignored the question. I said you really have nothing to do with ****, right. She then confirmed it. I asked her to leave at that point, telling her that the *** here at ************************************* posted a no solicitation sign at the entrance to the community and that she should not be here. She started getting aggressive and kept talking. I asked if she had a license to solicit and she ignored that inquiry as well. I told her 3 times to leave, and she started bad talking to me saying that she was going to tell all of my neighbors how mean I was. I told her that if the first thing out of her was a lie, they would be mad as well. Lumio is being sued in several states and in Federal Court by individuals and class action suits. They should not be lying to Florida Citizens on the first contact, or ever.

      Business Response

      Date: 05/24/2024

      Hi ****, thank you for bringing this to our attention. We have been working with our compliance team to investigate further as this kind of behavior is unacceptable at Lumio. 

    • Initial Complaint

      Date:05/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 have recently had solar panels installed and provided by Lumio for roughly 12 days and the panels have not been working. I think the solar panels were turned on April 28th, 2024. I have called and texted the project manager multiple times and have not received any response regarding the error. May 3th and May 4th. On Monday May 5, 2024, I called the Lumio customer service department to inform them explicitly that I was having a metering issue and the mobile application, Enphase, used to monitor the solar panel system indicated an error and to call the number provided **************. When I called on Monday, they walked me through a process to restart the monitoring system. I was told to monitor the system for ***** hours to see if the issue had resolved. I called on Wednesday May 8th, to inform them that the error was still present and was told to begin the same process. During this process, the customer service agent was disconnected so I called back to be put through the same process. The customer service agent told me that she would call back within an hour to confirm with me an appointment time that a repair technician could come an assess the error. I never received a call back. I called again today, Thursday May 9th at 4PM and again at 430PM and both times when I completed my reason for the call I was "disconnected" again. I would totally understand this if I was malicious or disrespectful but this was not the case. I make it a point to be respectful to customer service because you usually get respect and regard in return. After a third time calling the agent walked me through the process and told me to wait ***** hours again to see if the issue has resolved. I again explained the situation and notified the agent that we have tried this method. I asked if we could get a repair technician out to resolve the issue but was asked to please wait again. I would like to make a complaint because if this process continues the company will continue to avoid this.

      Business Response

      Date: 05/16/2024

      Hi ****, thanks for reaching out. Our team has contacted you about your complaint and let you know that after working with Enphase, who was able to fix it remotely, your error should clear within 24 hours and your system should be operating correctly. Please let us know if you have any other questions and we will be happy to assist. 

    • Initial Complaint

      Date:04/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The gateway on my system stopped reporting on 03/31/24. The solar system is barely a year old and it's not working. I've called several times, requested an appointment. No one ever gets back to me. Wl

      Business Response

      Date: 05/08/2024

      Hi *****, the service was completed on May 7th and the system is now online and operating normally. We also verified that Enphase shows that your panels are working. Please reach out with any further questions to ***************************************. 

    • Initial Complaint

      Date:04/25/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      July 2022.I was convinced to get a loan for solar system. Lumio representative said I wouldn't pay for an electric bill again. Just one rate until I paid the panels off. Since the first solar payment the electric bill is still there and higher then before. I've called multiple times and they say that the system is working the way it should. I've paid well over ***** dollars at this point on electric bill and not including the solar loan payment, which has also raised. I want my money back that I've paid in electricity and the solar issue fixed or the for them to take the solar system off my roof with loan they made me get thru lies off my back. They only came and set everything and took the money. They have no service. They won't send anyone to check, no techs, there's nothing they do to fix or help. They are happy since they already got paid with Mosaic which is the solar loan company

      Business Response

      Date: 05/01/2024

      Hi ****, our team has been in contact with you regarding your complaint and will continue to work with you directly until this is resolved. We are working on getting this scheduled soon to review your system and make sure all wiring is correct. Please reach out to ***** with any questions in the meantime. 

    • Initial Complaint

      Date:04/16/2024

      Type:Order Issues
      Status:
      Answered
      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.
      We spent just under $100,000 dollars with this company for our solar project. The original contract included a whole house generator, which they told us they could not facilitate the install after a year of pushing them. to complete. They didn't have a contractor to do the work. I went with them because they said they could facilitate the whole job only to find out a year and a half later they couldn't. After many phone calls and promises from them we moved on regarding the generator. I recently had a panel not reporting, called them for service. They of course demanded payment up front of $1000 dollars which we promptly paid. A tech came out in February and diagnosed the problem. Told us he would be back with the necessary parts, and never returned. I have called many times, and once again continue to be promised that they will send someone to finish the job but no one ever comes. If you use these people, do NOT pay in advance!

      Business Response

      Date: 04/25/2024

      Hi *****, thanks for reaching out. We have this scheduled for May 3rd. Please reach out with any questions in the meantime. 

    • Initial Complaint

      Date:04/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We are having issues getting additional panels installed and are a very frustrated customer. When we first signed up we were told that the number of panels we purchased (25) would give us 100% usage coverage on our electric usage for the entire year. Fast forward to the end of our first year when we started receiving electric bills. We were confused. We reached out to our electric company who told us we needed to reach out to Lumio.After reaching out to Lumio and having them investigate, we were told we would need another SEVENTEEN panels to get our usage covered at 100% all of the time.We felt cheated. We were told by Lumio that we should've investigated our usage more closely before signing the paperwork, rather then Lumio taking any responsibility for what we were told by their sales representative. We are clearly not experts here, and deferred to the recommendation of their sales person. Because we're already pot committed, we signed paperwork for the additional panels, because it doesn't make sense to have to pay for solar panels and electric usage. We've now been waiting for Mosaic to call us for over two weeks for our intake call. When we've followed up with the Lumio contact, they are also unresponsive.This has been SUCH a frustrating experience. Had we known what we know now, we never would've signed up. We're now having to commit to a second loan with a much higher interest rate. There has been no compromise on Lumio's part with this issue. Not only a bad experience on the sale, but now a terrible customer service experience.

      Business Response

      Date: 04/25/2024

      Hi ********, thanks for reaching out. Our team has been in contact with you regarding your concern and are waiting to hear how you would like to move forward. Please reach out with any further questions.

    • Initial Complaint

      Date:04/05/2024

      Type:Order Issues
      Status:
      Resolved
      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 had lumio come out to install solar, everything was fine installation was good but when it came time to follow the contract and pay the money back rebate it's been almost 10 months and countless phonecalls, they dodge and say they will call back and never do. Once they install and get their money they run. I was owed about 1500-1800 in rebates, not tax credit but they signed a contract saying they would give me money back once it was completed.

      Business Response

      Date: 04/10/2024

      Hi ******, our team has been in contact with you regarding your complaint. You should receive your reimbursement by the end of April. Please reach out to us directly with any questions in the meantime. 

      Customer Answer

      Date: 04/11/2024

       
      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

      Date:04/05/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      In August 2023 I signed a contract with Lumio to install a residential solar system, part of the agreement was a rebate for my first 6 months payments, which would be $1911.36. That rebate was not applied and I notified Lumio of the mistake in September 2023. Lumio accepted the mistake as theirs and Lumio submitted a claim in September 2023 to Lumio for resolution. I was told in September that processing time for the claim is 3-6 months. It is now 7 months and I have not received payment. I have been calling Lumio every 1-2 months for updates. They told me that the claim was accepted, but that payment approval is pending. I called today, 04/05/2024, and the current status is "escalated to vice president", with no comment on how long this will take to complete. The situation is already past the company's defined timeline and the company is giving no timeline for when the claim will be fully resolved.

      Business Response

      Date: 04/10/2024

      Hi ****, thanks for reaching out. Our team has been in contact with you regarding your complaint. Your reimbursement is on a priority list and should be sent by the end of the month or early May. Please reach out to our team directly with any questions in the meantime. 

      Customer Answer

      Date: 04/11/2024

       
      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. Lumio called me and communicated that my rebate will be paid late April to early May 2024. I appreciate Lumio reaching out to me and giving a timeline for rebate payment. I accept their response.

      Sincerely,

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

    • Initial Complaint

      Date:04/01/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Solar system installed April 21, 2023, system has never worked from day of install. Despite many attempts by install contractors. Lumio solar has done as little as possible to resolve the problem. They also keep telling me they are going to credit me for the lost time with the panels, but as soon as they hang up the phone they are no longer in contact and do nothing to credit us.This has become a huge financial burden in my family and I.

      Business Response

      Date: 04/08/2024

      Hi ****, your service appointment is scheduled for April 12th. Please reach out to our team with any questions in the meantime. 

    Lumio is NOT a BBB Accredited Business.

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