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.

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.

Initial Complaint
Date:03/06/2024
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.
I had a new roof and solar panels installed last summer. In June, a lien was placed upon my house by the construction material supplier due to Lumio failing to pay. I have been calling repeatedly with no response from anyone within the company. Constantly being told Supervisors are "in meetings" or are otherwise unavailable. I cannot afford the shell out the money THEY owe to the supplier to satisfy the lien, and this company is doing absolutely NOTHING to rectify the situation THEY have caused with their bad financial practices.
Business Response
Date: 03/11/2024
Hi ****, the lien placed on your property was from our contractor's subcontractor and there is nothing we can do. This complaint should be placed on IMC rather than Lumio.
Customer Answer
Date: 03/14/2024

Complaint: 21393415

I am rejecting this response because: this lien was placed because your subcontractor was not paid by you, and thus was unable to pay for the materials provided for the project YOU were paid to perform.

Your refusal to do what is right is immortal, unacceptable, and just plain wrong.

Sincerely,

*********************
Business Response
Date: 03/18/2024
Hi ****, unfortunately there is no resolution to resolve with the BBB. This is a legal dispute between companies. If you have any further questions, please contact ********************************.
Customer Answer
Date: 03/21/2024

Complaint: 21393415

I am rejecting this response because:
I have been trying to contact this company through your phone-lines, emails, ANYTHING, and no one is EVER available, and I have been waiting for a "call back" since JANUARY.
I need something better than an empty and ignored mailbox or dead-end "phone line" to work towards resolving this.

I've been left in limbo for ages by a "***********************" within your organization. I had initially started working with her over 8 months ago, and am STILL waiting.

Sincerely,

*********************
Business Response
Date: 03/22/2024
****, you need to reach out to our legal department directly at ******************************** as this is a legal matter.
Initial Complaint
Date:03/06/2024
Type:Sales and Advertising 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 Dad died in July of 2022 of a very miserable and long battle with cancer at home. In November of 2022, Lumio HX **** convinced my 75-year-old Mom that investing in solar panels would be a good idea. This is a woman who just lost her husband of 54-years and had never been in control of the finances. She signed a contact that day saying she would pay $45,360.00. My Dad was a ******* vet, a city police officer and a county deputy prosecuting attorney. They were not rich. She now has to cash in his 401k, that is meant for *************** shell be moving into soon, to pay off this purchase that is completely useless to her. There has to be some protection for senior citizens from door-to-door sales people and cold calls. I want others to be warned - especially those who may become responsible for their aging parents. I did reach out to the company. They told me its the customers responsibility to review the contract and that they extend their condolences. They will no doubt reply below with their smug heartfelt regrets while they pad their bank accounts.
Business Response
Date: 03/06/2024
Hi *******, we are unable to locate your parents' account in our system with the information provided to look into this further. However, we are not responsible for a customer who chooses to not read their contract before signing. Please email *************************************** with the name and address on the solar project and we would be happy to look into it.
Customer Answer
Date: 03/06/2024

Complaint: 21391888

I am rejecting this response because:
I dont want my Moms name publicly printed. I did email their customer care email and got the same response. I want to warn others, especially those with aging parents that this company goes door-to-door and makes cold calls to make sales to senior citizens who may be vulnerable. In our case, a large portion of the money my Dad had set aside for when he died so that my Mom could live comfortably, was spent on solar panels. These solar panels are completely useless to my Mom, but she was convinced by a Lumio salesperson it was a good investment.

Sincerely,

***************************************
Business Response
Date: 03/07/2024
Hi *******, we're not sure how you'd like us to resolve this complaint with providing more information. Please provide more information, work with our customer care team directly, or close out this BBB complaint as there is nothing we can do to help you right now.
Customer Answer
Date: 03/08/2024

Complaint: 21391888

I am rejecting this response because:
Hello,
I would think a simple search of my name in your customer service inbox would give you all the information that you need. Your customers name is *****************************.
Sincerely,

***************************************
Business Response
Date: 03/13/2024
Hi *******, our customer care team has previously had this conversation with you and informed you that it is the customer's responsibility to review the contract.
Customer Answer
Date: 03/14/2024

Complaint: 21391888

I am rejecting this response because:
That is correct. I informed your customer service representative that because I am unhappy with how my Mom was treated, how this sale was conducted, and the customer service response, that I would be sharing our experience far and wide. I was encouraged to do so by your customer service representative.

Sincerely,

***************************************
Initial Complaint
Date:03/05/2024
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.
Me and wife wife had solar panels installed a few years back with Lumio (formerly AKE solar). Before signing we were informed that with solar panels we would see a dramatic decrease in our monthly power bill. We went ahead and had the panels installed. After having the panels installed, the first few power bills looked to be lowering but then it got to where it wasn't. We contacted Lumio and informed them of our issues and we were told that they made a "miscalculation" and that we would need seven more larger panels installed to solve our issue. We made contact with them originally about a year ago when we were told about the additional panels and here we are now, contacting Lumio weekly trying to get the additional panels installed with no luck. We're constantly given the runaround about "waiting on permits" or some other excuse when originally before the panels were installed, the process with permits took only a few weeks to acquire and work was done. Now that additional panels are required, it seems they are "dragging their feet". The whole process with Lumio (AKE) has been a nightmare and at this point I am regretting even getting the panels. They never call back when they say they will and our issue has yet to be resolved. I would NOT recommend this company to anyone based on our experience.
Business Response
Date: 03/13/2024
Hi ******, your permit was approved today and we're working on getting your installation scheduled. Please reach out to your account manager with any further questions about your solar project.
Initial Complaint
Date:03/05/2024
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.
Our account is under my wifes name *************************. *************. My name is ************************************. Our home has Lumio solar panels, we experience operating issue which took a lengthy time to get techs out to review and repair. Due to the issues Lumio agree to reimbursement of ************************* May, to aid in recovering money spent when panels were down. To this day we have not received payment from Lumio and we have contacted Lumio multiple times getting no where with information of when we can expect to receive payment and sometimes not getting any calls back when messages are left. We have tried to escalate the matter within Lumio however are encountered with push back stating there is no one else we can speak to other than the one person who has been attending to our calls. We feel helpless and swindled. The money would really help us out right now. My wife is a US Army veteran and we went with the company because sales reps claimed the company was veteran owed and we thought what a way to give back however we didnt know that they would treat the customers with such disrespect and little caring
Business Response
Date: 03/13/2024
Hi ******, your reimbursement will be sent out within 5 business days and we have reached out to you via email with an update.
Initial Complaint
Date:02/29/2024
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.
Lumio convinced me to get solar and helped me secure a $50,000 personal loan to have their solar panels installed at my home. The panels have been installed at my residence since mid 2022. They told me about a solar tax credit for installing solar at my home, but failed to mention it was a non-refundable solar tax credit. I just found out about 4 weeks ago that the solar panels are not producing any energy and this has possibly been going on for three months now. I have reached out to their customer service to check it out, and they have shown no sense of urgency to look at what's wrong with the panels. As I write this complaint, it's been four weeks and no one has shown up to do a diagnostic on the system. Measures to self troubleshoot the system show that the system is offline. Additionally, I just found out that there is a class action law suit against the company. If possible, I will like to get into contact with those involved in this law suit.
Business Response
Date: 03/05/2024
Hi *****, our team has been in contact with you regarding your complaint and pointed out the tax credit section of your contract. Please reach out with any further questions.
Customer Answer
Date: 03/05/2024

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:02/22/2024
Type:Order 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 took over solar contract in 2023. My solar went in 2 years ago and AKE never connected the generator. Lumio has been contacted several times through email to make good on this. Sadly, they seem to ignore the fact that the job is incomplete!
Business Response
Date: 03/04/2024
Hi ****, thanks for bringing this to our attention. We have been in contact with you and provided contact information for any questions going forward. Our team is looking into the generator issue and will be in touch with an update when available.
Customer Answer
Date: 03/05/2024

Complaint: 21333107

I am rejecting this response because:
I remain dissatisfied until the project is complete. I appreciate the phone call. However, action is needed. Finish the job.

Sincerely,

*********************
Business Response
Date: 03/11/2024
Hi ****, we're working with a contractor to determine what needs to be done and will reach out to you as soon as we have an update.
Customer Answer
Date: 03/13/2024

Complaint: 21333107

I am rejecting this response because:
While I appreciate the assurances, the matter will remain unresolved until the job is done.

Sincerely,

*********************
Business Response
Date: 03/18/2024
Hi ****, we're working on getting a subcontractor out there to see what work needs to be done. We'll be in touch when we have more updates.
Customer Answer
Date: 03/19/2024

Complaint: 21333107

I am rejecting this response because:
I appreciate the update. However, this remains unresolved until the job is done. Hoping that is soon

Sincerely,

*********************
Business Response
Date: 03/26/2024
Hi ****, we're waiting on our contractor to provide a quote. We will reach out to you directly once we receive it.
Customer Answer
Date: 03/27/2024

Complaint: 21333107

I am rejecting this response because:
I appreciate the update. However, until the job is done, this matter remains unresolved.

Sincerely,

*********************
Business Response
Date: 04/02/2024
Hi ****, our team is reviewing the quote from the subcontractor and will reach out to you directly with an update when available.
Customer Answer
Date: 04/03/2024

Complaint: 21333107

I am rejecting this response because: until the work is done, I remain unsatisfied.

Sincerely,

*********************
Business Response
Date: 04/12/2024
Hi ****, we understand that you want to keep this complaint open until it is fully resolved. However, BBB requires a response within a certain timeframe. At this time, we are comparing the quote with industry standards and will be in touch when we have a better understanding of the path forward.
Customer Answer
Date: 04/12/2024

Complaint: 21333107

I am rejecting this response because:
The job needs completed. I will not be satisfied until it is.it is a reasonable expectation. Sadly, between AKE and your company I may face a third year with a generator that was paid for and does not work. It is simply unacceptable.

Sincerely,

*********************
Business Response
Date: 04/22/2024
Hi ****, we understand. However, we are still waiting on a quote from a contractor and won't have an update until we hear back from them.
Customer Answer
Date: 04/22/2024

Complaint: 21333107

I am rejecting this response because:
Thank you for the update. Until this multi year issue is resolved by way of the job being completed, it will remain unresolved.

Sincerely,

*********************
Business Response
Date: 05/01/2024
Hi ****, we're still waiting to receive a quote from our contractor. We'll reach out to you as soon as we have an update.
Customer Answer
Date: 05/02/2024

Complaint: 21333107

I am rejecting this response because:
As previously stated, this remains unsolved until the job is done.

Sincerely,

*********************
Business Response
Date: 05/10/2024
Hi ****, we understand that you'd like to keep this open until complete. However, BBB requires a response within a certain timeframe, regardless of whether or not we have an update. At this time, our team is still working to find a contractor to provide a quote for the work. We'll reach out to you directly once we know more.
Customer Answer
Date: 05/12/2024

Complaint: 21333107

I am rejecting this response because:
Pay a contractor. Then they come and finish the job. Seems pretty simple. Moreover, nothing less is sufficient.

Sincerely,

*********************
Business Response
Date: 05/20/2024
Hi ****, we have found another company to get a bid from. Once we hear back from them we'll be in touch with you.
Customer Answer
Date: 05/21/2024

Complaint: 21333107

I am rejecting this response
The complaint stays open until the job is completed

Sincerely,

*********************
Business Response
Date: 05/29/2024
Hi ****, we have been trying to get an update regarding the contractor providing a quote. We'll be in touch when we have more information.
Business Response
Date: 06/06/2024
Hi *******, the contractor should be reaching out to you today (if they haven't already) to schedule an appointment with you. The timeline will be dependent on both the contractor's and your availability.
Customer Answer
Date: 06/06/2024

Complaint: 21333107

I am rejecting this response because:
The work remains incomplete
Sincerely,

*********************
Customer Answer
Date: 06/07/2024
No the contractor has not made an appointment to begin work.
Business Response
Date: 06/17/2024
***********: ************ *************************
Business Response
Date: 06/17/2024
The contractor is Thermotane Propane and they can be reached at 407-322-5854. However, we are awaiting on your city to approve the permit before the contractor will schedule an appointment.
Customer Answer
Date: 06/20/2024

Complaint: 21333107

I am rejecting this response because:
The work remains unfinished
However, that sounds good.
Hope there is action soon.

Sincerely,

Doug Crouse
Initial Complaint
Date:02/22/2024
Type:Order 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.
Are power bill was suppose to be 35. to ***** from duke power we have paid **** last mo. ****** this mo. we paid ****** we saved ***** with the solar panels. the duct work in the attic was cut and tore apart. we have not been able to get anyone out to fix anything.Any help we could get would be appreciated.
Business Response
Date: 02/22/2024
Hi ****, because your system was recently turned on you are still in the transition period which is most likely why your utility bill is going up. Please reach out after at least three months of your system being turned on if you would like an audit done. Additionally, we had someone visit your home to take pictures of the damage and found that there isn't anything that needs to be done. Please reach out to *************************************** with any further questions.
Initial Complaint
Date:02/22/2024
Type:Order 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 purchased a solar system with Lumio. At the time of our contract signing we were promised a credit of almost $500 once the system went live. Our system was installed without issue and went live back in late July. I have since been following up on the check we were to receive and cannot get a satisfactory response from the company - just promises that it is "being worked on" and "waiting for release of funds". I've called multiple times and left several messages, all to no avail.***********************
Business Response
Date: 03/04/2024
Hi ******, our accounting team has verified your reimbursement and is processing the payment. We're hoping to *********** out this week.
Customer Answer
Date: 03/05/2024

Complaint: 21253072

I am rejecting this response until I actually receive the promised reimbursement. After waiting more than six months, I do not have confidence in Lumios follow-through. Their response provides a hope to statement versus a commitment for resolution.

Sincerely,

***********************
Business Response
Date: 03/15/2024
Hi ******, thanks for keeping this open. We had some recent changes internally which has postposed the reimbursements but expect them to be sent in the next 3-4 business days.
Initial Complaint
Date:02/22/2024
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.
june 2023 lumio made a solar sale with me. inspection of my home was literally a drone flown over my roof, no one ever actually touched it. installation day in july 2023 i was told roof replacement was necessary. new roof was added to price, over 90,000$. roof contractor contacted me, all items were set in place. roofing date never set. i contacted lumio and the roofing company consistantly, lumio never answered nor did they answer *********** when i enlisted his help. after six months of waiting, being ignored when i reached out, i finally had a date 12.27.23. by then my loan had expired since no work had been done. when i cancelled with lumio they sent me a bill for over 2600$ for "work already done". the only work they did was decide where to put my panels on the pictures their drone gave them and secure a permit with the county. since my cancellation, i have gotten weekly emails from " collections at lumio" with no idividual name. i have gotten more contact from them for the money they want then i did for the work to be done. i went with a different solar company and the roof was installed in less than one month with solar install within 2 weeks at half the price of lumio. i used the same salesman , who left lumio due to the lack of care for service to customers, and the same roofing company. the issue definetly lies with lumio. they seem to over reach what they can truly provide. their customer service is horrendous, their people are unprofessional, seeming to only care about the money.
Business Response
Date: 02/22/2024
Hi *****, while there might not be much visible work done for your project, there was a lot going on behind the scenes to design your system, get your permit approved, etc. Because you cancelled after right of rescission you are responsible for these costs. We have also provided proof of the charges and an explanation for the delays on your project per your request.
Initial Complaint
Date:02/18/2024
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.
The holes drilled into my roof to install the solar panels are now leaking. The water had dripped into my house and mildew is in the attic and walls. I cant sleep in certain areas of the house due to the quality of the air.
Business Response
Date: 02/23/2024
Hi ******, thanks for reaching out to let us know. Our team has been in touch with you and provided our home damage form for you to complete so we begin work on repairs. Please complete the form and work with our team until repairs are completed.
Customer Answer
Date: 02/26/2024

Complaint: 21310185

I am rejecting this response because: I have completed the form to the best of my ability but they sent a response telling me I needed to climb into the attic and take pictures. I cant do that! Why dont they just come and repair the damage?

Sincerely,

*****************************
Business Response
Date: 02/27/2024
Hi ******, our team understands that you are unable to take a picture from your attic and that's okay. However, we do need a picture from outside your home showing where the roof leak is in relation to where you notice water on the inside of your home. Without this picture our home damage team cannot move forward with repairs because we don't have enough information to determine the exact steps that need to be taken. Please work with our team to complete this so we can keep the repairs moving forward.
Customer Answer
Date: 03/25/2024

Complaint: 21310185

I am rejecting this response because:
I do not find their response adequate. I have sent pictures and even video. They have yet to send anyone to fix the panels and the related damnage to my house. It has since rained again and more water has leaked thru their faulty panel installation into my home.

Sincerely,

*****************************
Business Response
Date: 03/26/2024
******, after collaborating with our team, you will be finding your own contractor to complete the work.
Customer Answer
Date: 04/01/2024

Complaint: 21310185

I am rejecting this response because:
I was informed that Lumio would reimburse me for the cost of my contractor doing the work. I was for and submitted an invoice for the work. Lumio has not provided reimbursement at this time.

Sincerely,

*****************************
Business Response
Date: 04/08/2024
Hi ******, your reimbursement is being processed. Our team will reach out to you directly to provide a more accurate timeframe as we know more.
Customer Answer
Date: 04/09/2024

Complaint: 21310185

I am rejecting this response because:
I have been told a payment is pending for going on 2 weeks. I am frustrated. I had to hire my own contractor to get the repairs done because Lumio continued to delay while the damage grew worse. I am a African American single mother and first time home buyer. Buying a house was a major accomplishment in which I take great pride. I trusted Lumio. In return I have had my home deeply damaged. Further. *** had to struggle to get help from you. I agreed to the reimbursement because I am exhausted and want to be done with this. In my heart I hope that your company will make this right with no more delays.
I request the reimbursement be expedited and that Lumio gives me a date and format (check/deposit/etc) for the payment.

Sincerely,

*****************************
Business Response
Date: 04/16/2024
Hi ******, your check has been sent and may take a few days to deliver. Please reach out to our team with any further questions.
Customer Answer
Date: 04/17/2024

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,

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

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Lumio is NOT a BBB Accredited Business.