Business Profile

Solar Energy Contractors

Lumio

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

773 total complaints in the last 3 years.
117 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:03/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
My refund has been processed in june 2023 but it’s already march 2024 still no refund receive. i want my refund asap
Business Response
Date: 04/05/2024
Hi *****, thanks for reaching out. Our team has provided you with an update. We have escalated your reimbursement and it should be sent this month. Please reach out to our team directly with any questions in the meantime.
Initial Complaint
Date:03/22/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Lumio sent me an email stating they would be sending me a total of $2440. They have not paid it.
Business Response
Date: 03/25/2024
Hi ****, our team would like to look into this further but are unable to locate your account in our system. Please provide the name and address on your solar project.
Initial Complaint
Date:03/21/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
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.
Lumio installed solar panels on my home in October 2022; but because they operate so slowly and had to submit the paperwork several times before getting it right, the panels couldn't be turned on until October 2023 - A FULL YEAR LATER. By that time I had already made 10 payments on the loan, which means that for 10 months I was paying BOTH a full electric bill AND the monthly loan installments for the panels. Lumio was very clear that any installments paid on the loan before the panels were activated would be reimbursed. I provided them the evidence from my bank account and from the lender's web site showing that I had paid all 10 of those loan installments. After about 4 months of my asking them, they reimbursed me for 6 of the payments. But now it has been 8 months since I requested reimbursement for July, August, September and October 2023 installments and I have not received anything. I have sent multiple emails and called multiple times to no avail. I have lost faith in their intention to ever reimburse me. At $238.11 per month, the total they have promised to reimburse me is $952.44 -- a LARGE sum to withhold for 8 months, and there's no telling how much longer they will continue to withhold it. I've lost my patience with this company. I just want to be reimbursed and be done with them!
Business Response
Date: 04/01/2024
Hi *******, thanks for reaching out. Our team has escalated your reimbursement with our account team and will update you as soon as we have a better estimated timeframe on it.
Customer Answer
Date: 04/02/2024
Complaint: 21466084

I am rejecting this response because:
A Lumio representative contacted me by phone a few days after I posted this complaint. She said that this matter had been escalated and that I would receive my reimbursement within 2 weeks. It has only been one week since that call; but because I have not yet received the reimbursement, I cannot accept the response. As mentioned in my original complaint, I have been waiting over 8 months for this reimbursement and have been given promise after promise every time I contact Lumio about it. I am no longer accepting their promises. I will only accept the response when the reimbursement is in my hands.
Sincerely,
*******************************
Business Response
Date: 04/08/2024
Hi *******, our team has been in contact with you to let you know that your reimbursement should be sent by the end of the month. Please reach out to our team with any further questions in the meantime.
Customer Answer
Date: 04/08/2024

Complaint: 21466084

I am rejecting this response because:
A Lumio representative contacted me by phone a few days after I posted the original complaint on 3/21. She said that this matter had been escalated and that I would receive my reimbursement within 2 weeks. This week ending 4/13 will be two weeks from the time she called; but because I have not yet received the reimbursement, I cannot accept this response. As mentioned in my original complaint, I have been waiting over 8 months for this reimbursement and have been given promise after promise every time I contact Lumio about it. I am no longer accepting their promises. Until the reimbursement is in my hands, I will continue rejecting any response from Lumio.
Sincerely,

*******************************
Business Response
Date: 04/16/2024
Hi *******, thanks for reaching out. Our team has escalated your reimbursement and will provide you with an update when we have one.
Customer Answer
Date: 04/17/2024
Complaint: 21466084

I am rejecting this response because:
It has now been 4 weeks since the Lumio rep contacted me after I filed this complaint with the BBB. She said I would be reimbursed in 2 weeks. I'm fairly certain at this point that Lumio is stringing me along.... once again. Incredible how they blatantly neglect their own customers once the money is transferred to their account. Hoping we won't end up in small claims court. It has now been 9 months since I originally requested this reimbursement from Lumio. And even after they have "escalated" the matter, they are still unable or unwilling to meet their own promised timeline.
Shameful.
Sincerely,

*******************************
Business Response
Date: 04/25/2024
Hi *******, we appreciate your patience as we work to get this sent out as quickly as possible. Please reach out to our team with any other questions in the meantime.
Customer Answer
Date: 04/26/2024

Complaint: 21466084

I am rejecting this response because:
As mentioned above I was promised reimbursement by early April. Then I was promised reimbursement by the end of April. And here we are in the final days of April and still NOTHING. Please don't lie to me and tell me that you "work to get this sent out as quickly as possible". Welcome to 2024 -- Venmo and Zelle are instantaneous. If you were actually working to get this sent out as quickly as possible, you could have it in my bank account within 5 minutes of reading this. But instead you are actively working to get this sent out as SLOWLY as possible -- or my guess is that you would prefer never at all. It's been nearly NINE MONTHS now. The Oxford English Dictionary defines the word "quickly" as:
at a fast speed; rapidly. with little or no delay; promptly.
Would you call NINE MONTHS of withholding my reimbursement "with little or no delay"? Please don't patronize me with your insincerity.
Absolutely shameful!
Sincerely,
*******************************
Business Response
Date: 05/08/2024
Hi *******, the reimbursements were sent to you yesterday. Please reach out to our customer care team directly with any further questions.
Customer Answer
Date: 05/09/2024

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.
The reimbursement arrived in my email yesterday, May 9, 2024 -- only 10 MONTHS after I submitted my request for reimbursement per Lumio policy.
Suffice it to say that I will never do business with Lumio again. It is unfortunate because their quality of work is quite good. But they failed miserably in the areas of responsiveness, timeliness, follow through, and prioritizing customers. There are PLENTY of other fish in the sea -- SunRun, Semper Solaris, Tesla, Palmetto, NRG... SO many to choose from. If you still choose to give Lumio your business, DO NOT release funds to them until the *entire job* is complete -- your solar panels are operating as expected, and any money they owe you back has been paid.
Sincerely,

*******************************
Initial Complaint
Date:03/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 company repeatedly comes to my front door ignoring the no soliciting sign. This has happened about 20 times in the last 5 years. Today, a salesperson came to my door again and used rude language while talking to my wife almost to the point of harassment. We have told them every time to take our address off of their list and they apparently refuse to do so.
Business Response
Date: 03/22/2024
Hi ******, thanks for reaching out. This kind of behavior is unacceptable at Lumio and we will be looking into this. Unfortunately, there isnt enough information here to identify these individuals, but if you have any additional details that would help our compliance team track them down, please let us know. Please also send you full address and we will ensure it gets added to our do not knock list.
Initial Complaint
Date:03/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
There are 2 issues with this company,
The first was about the fact that I was sold a system that would cover my electricity consumption and the product barely covers less than 30 % of electricity (and consumption has not increase) therefore Iam paying double in electricity.
I have requested an inspection and no one ever did and just got the back and forth of giving all my information and never anything done.
Now I had a leak in my roof and a roof company determined it was cause by the panels placement on the over the vent on the roof. I have been trying to get them to come and fix it and all I get is that they saw thru pictures that the vent was not damage by panels and are refusing to do anything about it.
Business Response
Date: 03/26/2024
Hi *******, thanks for reaching out about this. Our team has been in contact with you regarding your complaint and have requested your last 12 months of utility bills so we can perform a consumption audit on your system as Enphase shows it is producing as expected. We have also reached out to the install manager regarding the vent. We'll be in touch with you directly when we know more.
Initial Complaint
Date:03/19/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
After installation of my solar panels have a water leak into my house when it rains. Had 2 repair attempts under warranty and after 2nd repair still have water leak from same area. Now the company will not fix due to saying my roof is in need of replacement at my cost since roof was not installed correctly. But the solar company removed my clay tiles, primary roof, underneath the solar panels and attached to the composite roof under my tiles and at installation said the underlayment roof was ok to install panels to. So now they’re saying roof was not ok and needs to be replaced at my expense. Have tried to get a hold of a manager to talk to about this and not able to talk to one as to why it’s on me for repair when this was signed off as ok during install with roof being installed correctly and sound to install my solar panels to. If my roof was bad prior to install I should have been given option to replace my roof and include this into my solar install. Now want my roof fixed and interior damaged fixed had issue for over a year.
Business Response
Date: 03/28/2024
Hi ******, thanks for working with our team to determine next steps to getting this resolved. Please send us a quote from a roofer you find and we'll review and go from there.
Customer Answer
Date: 04/04/2024

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. Solar company is reviewing roof repair quote I submitted then and will then determine reimbursement after there review.

Sincerely,

****** *****
Initial Complaint
Date:03/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Failed to provide solar panels to cover 110% electric and free generator that was promised.
Business Response
Date: 03/21/2024
Hi ***, our team has been in contact with you regarding your complaint. While your sales representative may have mentioned 110% offset and a generator at one point, your proposal included 92% offset for a ***** kW system. However, when you applied for financing, you didn't qualify for a loan to pay for this system so your contract was dropped to include a ***** kW system or 26 panels, which is what we installed. The contract agrees that these panels will produce ****** kWh annually and we show that your system actually produced ****** kWh in 2023, which is more than expected. Upon reviewing your contract, a generator was not included and as such we will not be able to fulfill on it. Please refer to page 13 of your contract which states, "No sales representative has the authority to make any verbal promises. All promises must be written in this Agreement. This Agreement constitutes the entire agreement between you and us, and supersedes all prior oral and written communications relating hereto." We apologize that you were told generators were on backorder as that implied you would be getting one. However, our call center representatives were informing everyone at the time that generators were on backorder and were most likely referring to previous notes on your account. A further investigation through your contract shows that a generator was not included.
Initial Complaint
Date:03/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 have been trying to get our panels removed as we are trying to get our roof replaced for months now. When we purchased the solar panels from Atlantic key energy we were told by the sales representative that the panels would be removed, stored, and reinstalled for free. This was very important to us as we knew we were going to replace the roof within a year of purchasing the solar panels. We under that this was a lie by the sales representative to get a sales. Atlantic key energy is now charging $10,200 for the removal and the reinstallation once the roof is completed. We dont have a choice since our roof is leaking, we have agreed to pay the $10,200 since we are desperate. We were in contact with a representative from Atlantic key energy that agreed that we could pay 70% of the $10,200 to beginning the removal and 30% of the $10,200 once the panels were reinstalled and once the city inspection was approved. The reason for this request is because our roof started leaking in spots where Atlantic key energy bolted the solar panes to our roof, this was verified by a contractor we hired. We have been trying to get in contact with Atlantic key energy for weeks now but our phone calls dont get returned, our email dont get answered, and the person we were texting with at some point has stoped responding to our text massages. We have a permit with the ********************** to get the roof replaced thats about to expire. All we want is for Atlantic key energy to remove and reinstall our panels before the permit expires.
Business Response
Date: 03/21/2024
Hi *****, thanks for bringing this to our attention. Our team has been in contact with you regarding your complaint and are working on getting the removal scheduled. We'll be in touch with you directly when we have a date. Additionally, we have sent you our home damage form to get more information about the leaks so we can begin repairs. Please continue working with us until all concerns are resolved.
Initial Complaint
Date:03/12/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 signed up for solar in November 2021. At this point, they have installed my solar panels, and had one inspection that they failed and had to be fixed. At this point, I have waited and waited to have my panels turned on. I am also paying $127 a month to the finance company for Solar and have nothing to prove for it.. they also told me they would refund me for my $127/mo for the 6 to 7 months I have waited after they refunded me a small amount in the beginning. This company should fix my issue and get the permits they say were expired for obvious reasons so I can get my final inspection and have PG&E sign off. What can I do?! I already sent a written complaint to their head office and all they did was have my account manager call me. They did not give me a timeframe the permits will be issued (they told me they are having problems with the permits) or when the final solar should be operable. Additionally, they told me it will be 2 to 3 months before they give me a refund and that’s a heck of a lot of money they’re getting out of me.
Business Response
Date: 03/21/2024
Hi ********, thank you for bringing this to our attention. Our team has been in contact with you regarding your concerns. We have received the permit and scheduled the reinspection for March 28th. Additionally, because your reimbursement is via check, it may take a little bit longer than normal. We are working on getting your reimbursement escalated and will reach out to you when we have an update. We have provided you a direct point of contact going forward, please continue working with her until all concerns are resolved.
Customer Answer
Date: 03/22/2024

Complaint: ********

I am rejecting this response because:
I don’t trust the company to get my inspection passed. I am not satisfied that after my complaint they haven’t worked on my refund. The point of contact there said they will try to have this fast tracked. I won’t hold my breath. I want to keep my filed against them. They really deserve to have a claim against them and should have complaint with BBB. Thank you

Sincerely,

******** ******
Business Response
Date: 03/28/2024
Hi ********, we have corrections schedule for April 1st. Once complete, we will get a new inspection scheduled. In the meantime, we're still working on getting your reimbursement released.
Customer Answer
Date: 04/09/2024

Complaint: 21421192

I am rejecting this response because:Lumio keeps failing inspections. Someone came last week to fix electrical. I have a feeling that they will not pass inspection again. I will not be satisfied until they fix whatever, and I am up and running. Truthfully, I dont think it will be this month.
Sincerely,

*****************************
Business Response
Date: 04/16/2024
Hi ********, our team has been in contact with you regarding updates to your project. Your inspection passed on April 12th and we have requested the Net Meter with your utility company. Please reach out to our team directly with any questions in the meantime.
Initial Complaint
Date:03/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
My wife and I had a leak in our roof which damaged some drywall in the ceiling and required repainting and some fixing on the roof itself where they mounted the solar panels. I have contacted Lumio 6 times regarding this event. Sent them photos and documentation from our roofing company stating it was done by the solar installation. The roofing company charged us money to fix the problem and we took many photos of the damages. They put a small s**** on the inside of the roof to indicate where the leak was happening, I took a photo if this and Lumio's warranty department denied it because 'they didn't put that there'. I explained multiple times that this was just a marker to show the leak from a photo.Every time I contact Lumio I am told I will get a call back from ***** in the warranty department because he is handling our claim and I never get one. I have specifically stated to leave a voicemail when they call if I don't answer and I have cleared my voicemail box to ensure he comes through. This is absurd. Even when I ask for a manager or someone else to contact they just state nobody is available. This is legitimately criminal.I am looking to seak legal action soon. Even though the amount of damage is minimal in cost in your eyes. I am not liable for your damages to my home from poor installation.
Business Response
Date: 03/13/2024
Hi ******, thanks for reaching out. Our team has been in contact with you to let you know that the reimbursement has been approved but may take a few weeks to send because you have requested a check. Please reach out to our team directly with any other questions in the meantime.

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Lumio is NOT a BBB Accredited Business.