Business Profile

Solar Energy Contractors

Lumio

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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

772 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:02/08/2024
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.
Is owed 1300 in reimbursement call to speak with a manager. Every time is told he is on a zoom meeting and is given the runaround. Every time *** called reimbursement was approved almost a year ago and has yet to be issued.
Business Response
Date: 02/16/2024
Hi ****, thanks for reaching out. We have escalated your reimbursement and it will be sent in the next batch. Please reach out with any questions in the meantime.
Initial Complaint
Date:02/07/2024
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.
Bought solar from Lumio 10/2022. Got the panels on the roof. Electric meter had to have work done because house has an addition and meter is inside. Lumio finally added the outdoor panel and did the necessary wiring from the main panel. Said were waiting on final inspection. PG&E states that they have not received the final building permit and Lumio hasnt sent them anything since April of last year. Lumio promised to pay me from Feb 2022 for 10 months of solar payments I have made to Mosaic, the lender. Have not received that money. I call customer service but never get a call back from anyone. I hope you can help. I have 3 hairs and one nerve left.
Business Response
Date: 02/16/2024
Hi *******, our team has attempted to reach out to you regarding your concerns here but haven't been able to reach you. Please work with our team until this is fully resolved.
Customer Answer
Date: 02/24/2024

Complaint: 21262459

I am rejecting this response because: they called me and told me I would get a call within 24 hours to update me and never called back. I still have not received the 10 months of solar payments I was primised.

Sincerely,

*******************************
Business Response
Date: 03/04/2024
Hi *******, the reimbursement was sent to you on Friday.
Customer Answer
Date: 03/05/2024

Complaint: 21262459

I am rejecting this response because: I havent received any money but more than I would like you to complete the job so I actually have working solar.

Sincerely,

*******************************
Business Response
Date: 03/11/2024
*******, the reimbursement was sent to ********************** on March 1st. The inspection for your project has been scheduled for March 13th.
Customer Answer
Date: 03/14/2024

Complaint: 21262459

I am rejecting this response because: I recently learned that you owe me for all the months I have paid Mosaic until the solar is turned on. Thats 12 months of payments at $86.28 per month. You still owe me $258.84. My solar was finally turned on yesterday. Ill be happy to close this case when were all settled up.

Sincerely,

*******************************
Business Response
Date: 03/22/2024
Hi *******, our team has reached out to let you know that we have submitted the reimbursement and will provide an update on timeframe as soon as we have one.
Initial Complaint
Date:02/06/2024
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.
In late October of 2023 I agreed to have solar panels installed on my roof by Lumio ************** The panels were finally up and running a few weeks ago after many phone calls with numerous employees of the company, who seemed to be disconnected from a central point. It was extremely frustrating. I subsequently found that some of those people were no longer with the company (found that out from the one person who HAD been with the company and kept in touch with me. This person is the one who actually helped get my service set up, interacting with ************ Company.)I am now trying to pay the cost of the installation. I called Lumio this morning, who referred me to ************************ *********************** has NO RECORD of my transaction whatsoever, having asked for all the relevant information including my contract number, social security number and phone number.Here is my dilemma: I am trying to pay my bill but at the moment have no way of doing so. Please advise.
Business Response
Date: 02/09/2024
Hi *******, our team has been in contact with you and provided you with the information you need to reach out to Service Finance. Please let us know if you have any further questions.
Initial Complaint
Date:02/06/2024
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.
Atlantic Key Energy Sales Agreement - Date of transaction: 4/30/21 - Accepted: 5/4/21. A.K.E. sold out to Lumio, thereafter. A.K.E.'s claims: Solar system would produce more electricity than consumed, deferring/cancelling out/significantly lowering future electricity bills. The solar system would increase the value of my house; it's more difficult to sell houses with solar systems.My current bill/personal loan, to pay off solar system is: $279.00 a month. Prior to solar install, I was paying only $139.00 a month for electricity. My next projected electricity bill will be: approx.$150.00; with solar system in use. THIS IS FRAUD! I have called Lumio's customer service repeatedly, over time, for panels that are not adequately producing + ever increasing electricity bills; to no avail. I get long wait times, and 0 resolve. My roof warranty is now voided and I also must pay home owner's insurance on a malfunctioning solar system. The solar panels and micro-inverters are warrantied for 25 years, according to contract.On 1/29/24, I once again called Lumio for same reasons. I was told I would receive a f/u text, 2 days later. I received nothing. I called back on 2/5/24, was told Lumio's representative "forgot" to forward the problems/issues to service department. Email responses I have received in past always say, "nothing is wrong". On 1/29/24, I also contacted Enphase, who contracts with Lumio for service/repair issues. An engineer confirmed, solar panels were not adequately producing. Enphase telephone #: ************. Case #******** was created by Enphase. I was told Enphase would forward issues to Lumio hence, I still didn't hear anything. In the mean time I'm paying $429.00 a mos., for a malfunctioning solar system and electricity when I was only paying $139.00 for electricity, prior to purchase of system. Please verify receipt of complaint above and represent me. I will forward solar contract to you, upon your request.
Business Response
Date: 02/22/2024
Hi *****, thanks for reaching out. Our team has received your complaint and are looking into it. We'll reach out to you directly to resolve.
Customer Answer
Date: 03/05/2024

Complaint: 21254703

I am rejecting this response because:Lumio has not yet resolved issues with my escalating electric bills, while all solar system panels in place are not adequately producing; affirmed by an Enphase, contracted engineer.
In recent past, Lumio has not responded repeatedly to me, per customer service help. ********************** finally did respond, post B.B.B. intervention. At that point, Lumio stated my solar system was adequately producing.
When I was sold the solar system in 2021, I was told there would be an even exchange in that I would produce enough electricity/energy via solar panels, to cancel out my electric bill. The solar panels are warranted for 25 years.
I recently was told by Lumio's contracted engineer via Enphase, that Lumio should provide an on site visit to my house to check panels, as they were not all, adequately producing.
Lumio continues to say, the panels are producing adequately.
I went from paying approximately $15.00 a month for my electric bill and grid usage post solar install, to now over $120.00 a month electric/grid bill, on top of $279.00 a month bill, to pay for solar system.
It is fraud to sell people solar systems and state it will be an even exchange to pay for the solar system in lieu of an electric bill. It is fraud to ********* systems increase the value of your house and make them easier to sell, it is not. It is fraud to warranty solar panels for 25 years and then have little to no customer service when questioning the solar panel production and watching my electric/grid bills, escalate considerably, over time.
I need continued help/representation via B.B.B., due to this tremendous financial burden and Lumio's history of lack of customer service and/or unwillingness to correct/replace solar panels that are not adequately producing.
Thank you.

Sincerely,

***********************************
Business Response
Date: 03/11/2024
Hi *****, our team has been working with you to perform a production audit of your system. Once you receive your utility bills from your provider, please pass them along to our team to complete the audit.
Customer Answer
Date: 03/11/2024

Complaint:
The issue with escalating electricity bills while having a solar system in place that hasn't been adequately producing has not yet been resolved. I am waiting receipt of electricity bills/energy audit from ************* and Light via U.S.Postal Service. I have informed Lumio, that it will take some time for receipt and that I will forward to Lumio, as soon as possible.

Sincerely,

***********************************
Business Response
Date: 03/19/2024
*****, your system is producing more than expected per your contract. Additionally, it is included in your contract that savings are not guaranteed because we cannot control how much energy you consume or the utilities charges. Once you receive your utility bills we can perform a consumption audit and provide recommendations on reducing consumption or you can purchase additional panels to increase production. Unfortunately that is all we can do as we have fulfilled our end of the contract.
Customer Answer
Date: 03/19/2024

Complaint: 21254703

I am rejecting this response because:
My original complaint is/was that 3 of the solar panels are not optimally producing, which Lumio is not addressing. I added panels for a total of 33, after original contract was drawn up. Lumio is continually ignoring the fact that an Enphase engineer confirmed, 3 panels are not working properly nor producing optimally. Again, the panels are warrantied for 25 years.
I am still waiting on energy audit via ** mail from FPL.
Thank you,
**************************************
Business Response
Date: 03/25/2024
Hi *****, we have put in a service request to have someone come out and take a look. We'll reach out to you directly when this is scheduled.
Customer Answer
Date: 03/26/2024

Complaint: 21254703

I am rejecting this response because: Lumio said they would contact me, make an appointment to assess 3 solar panels that are under producing hence I have not heard further nor been contacted as to an upcoming appointment. I have been put off repeatedly via Lumio. I'm coming to believe their business practices are unscrupulous.

Sincerely,

***********************************
Business Response
Date: 03/29/2024
Hi *****, your service appointment is scheduled for April 3rd and we have confirmed that the day and time work for you. Please reach out to our team directly with any questions in the meantime.
Customer Answer
Date: 03/30/2024

Complaint: 21254703

I am rejecting this response because:
Based on Lumio's history and total lack of customer service over several months, it still remains to be seen that Lumio will actually follow through and replace underproducing solar panels and/or micro inverters, + check all connections to be working properly.
They have finally made an appointment with me on April 3rd, 2024. It has taken being repeatedly ignored via Lumio, then going through the ****** and making multiple complaints to even finally be heard and progress. Once the replacements/corrections to solar system have been accomplished, I will satisfied.

Sincerely,

***********************************
Business Response
Date: 04/03/2024
Hi *****, your service visit was completed and technician confirmed with Enphase at the end of the appointment that your system is running fine.
Customer Answer
Date: 04/06/2024

Complaint: 21254703

I am rejecting this response because: Three underproducing solar panels were replaced on 4/3/2024.
At this point I will need to monitor solar production over a minimum of 3 mos. to determine if changing those 3 panels out will make the difference in sustaining original post solar installation electricity bills of around $29.00 vs escalating bills of over $100.00, per mos.

Sincerely,

***********************************
Initial Complaint
Date:02/05/2024
Type:Customer Service 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.
Weve had our panels off of our roof for a while because we had to get a new roof put on after a tree fell through it. A lumio employee was the one to remove them 2 years ago, and weve been battling with them ever since to get them put back on. My wife and I have made phone calls and sent emails the last 4 months, to which they keep telling us that they will get put up soon, or somebody will contact us soon, and we have not heard or seen anybody yet. So not only am I paying for the panels that arent even on my house, Im paying for an electric bill as well.
Business Response
Date: 02/16/2024
Hi ****, our team has reached out and left a voicemail to provide you with an update. We're working to get your reinstallation scheduled and will work with you directly.
Initial Complaint
Date:02/01/2024
Type:Customer Service 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.
Firstly, I was promised the amount of panels we went with would cover our energy needs. They do not, and we are paying a pretty large True up. We were promised that the solar panels that we received would not only cover our current needs, but also would cover our future needs as we eventually planned on getting an electric vehicle. Our skylight was broken during the installation of our solar panels. We were promised by the contractors that they would come within the next week to replace the skylight. This was over a year ago. I have since contacted the company many times and was unable to get anyone to come to repair. I ended up hiring a roofer on my own dime for the repair. He informed me that not only did the skylight need to be replaced, they also damaged my brand new roof during the solar installation. So I had to pay for a new skylight, and also pay for the roof repairs. the total cost for the job was over $1000. I have been contacting the company since then. It has been over six months since we did the repair, and we still have not been reimbursed. I have called time and time and time again, trying to get this company to write their wrong and have made no progress. I am incredibly disappointed and would like to have them take back their solar panels and get a full refund at this point.
Business Response
Date: 02/07/2024
We have reached out to the customer to provide an update but weren't able to get ahold of them. We left a voicemail and sent an email. We have submitted and prioritized the customer's reimbursement and are working on getting a timeline for when it will be sent. Additionally, we have offered to perform a consumption audit of the customer's system to help better see their energy management but would need the customer's previous 12 months of utility bills to do so. We have included these details in our email to the customer as well.
Customer Answer
Date: 02/08/2024

Complaint: ********

I am rejecting this response because:
We still have not received reimbursement for the skylight. I have provided the company with a breakdown of my energy usage, and I expect resolution as to why the solar panels provided are not covering our energy usage as promised.

Sincerely,

****** *********
Business Response
Date: 02/13/2024
The reimbursement for the customer's skylight was sent on February 9th and should deliver this week. We have also performed a consumption audit of the customer's home using the utility bills they provided to us and recommend they reduce their consumption or purchasing additional panels if they want their system to offset more of their usage. Additionally, we have performed a production audit, attached, and show that their system is producing more than expected per their contract. Homeowner can reach out to us directly with any further questions.
Initial Complaint
Date:01/30/2024
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 live in ********** ******* and had a Category 5 hurricane hit our area in September of 2022.We had solar installed from Lumio not too long before the storm. Significant house and roof damage meant that we had to get the panels removed and reinstalled. I paid the loan amount from Good Leap of ****** since storm WITHOUT being hooked up to solar since the storm in 2022. It is now Jan **** and I am still without working panels and have not been reimbursed as I was promised from this company. I have left voicemails and emails with account managers that do not call me back ever! I am so frustrated at this point and have no place to turn. We were also lied to about adding extra panels while our existing panels were being installed. We never were told that we would need more insurance for these extra panels and now are looking at $800 down and more money every month for insurance. I just want this resolved and someone to contact me!!
Business Response
Date: 02/06/2024
Hi *******, our team has reached out via email to verify details which are necessary before entering your reimbursement into our system. Please reach out to them as soon as possible to get this taken care of.
Initial Complaint
Date:01/30/2024
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 purchased both a new roof and Solar Panels from Lumio Northwest, 18 moths ago, about a year ago we noticed water on ********** floor and Lumio came out and advised they could not find the leak abd had the roofing contractor come out and they said Lumio was responsible. Yet Lumio says the contractor is responsible. The leak is so bad now that our entire garage floor now gets wet when raining and the leak is to the point where our electrical panel, gas furnace and roof could be compromised and cause a catastrophic failure. Or collapse killing my wife or myself. I have made numerous phone calls only to be told Management was not available, I have sent numerous emails with pictures only to be told they are looking into it. Yet no one calls, or reaches out. The next step is warning every about this company. And looking into filing a lean against their **************** preventing them from working in ****************
Business Response
Date: 02/07/2024
We haven't been able to get ahold of the contractor that went out there to get a bid for repairs so we have requested a different subcontractor to go out. Th new subcontractor told us they would be out there this week sometime. We'll have more information as to the plan and timeline once the new subcontractor reports their findings.
Initial Complaint
Date:01/29/2024
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 started the process with Lumio back in May 2023 and was promised this was an easy process that would be very beneficial to have lower bills and extra power while also getting a tax credit. The panels were installed in July, they came back 5 times since for what? Twice to re-do the work they had done and the rest no clue why. The panels were supposed to be up and running before by November and the date came and went with no communication what so ever. I have tried contacting this company and they give me the run around every time. I have now been charged for 3 months of solar that I do not have!! Mind you, I'm also still paying a PG&E **** which is ridiculous. They say I will get a refund but that has yet to happen! A rare time I was able to get someone on the phone they informed me that it was "PG&E" who was stalling the service and they needed them to approve the switch. I had to call PG&E myself to find out they have no record of this! No record of submittal for any of this process!! Why do they keep lying? Why do I have to do their job for them? Where is the customer service/communication?? I reached out to the regional chief sales officer *********************** since my account manager has been switched 5 times since starting this process and now he is also ignoring my calls. The new account manager *********************, sent me a message to "apologize" and promised the communication would be better, another lie! This woman has not called me once, I have only been able to get a response ONCE through text message. I have asked for a call back several times and only continue to be ignored. This has been the WORST experience I have EVER had in my life. It is extremely frustrating and at this point I just want to be done with them. If the service is like this now, how can I have any faith that any issues that *** happen will be taken care of in a timely manner? DO NOT USE THIS COMPANY!! They are the worst, unprofessional liars! Just save yourself the headache.
Business Response
Date: 02/01/2024
Hi *******, we have been in contact with your husband who we were told would be the main point of contact going forward. We have submitted your reimbursements for loan payments from December through February. We have let your account manager know about your complaint and are working to improve our communication with you regarding your project.
Initial Complaint
Date:01/29/2024
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.
We had solar panels removed to get roof replaced due to hurricane ***. We have been trying since middle of December to get Lumio to send contractor out to reinstall solar panels. I get the run around every time I call. They still cant/wont give me a date. We have paid in full over 17k for this work to get done. I didnt want to pay in full but they wouldnt help without the invoice being paid in full. This is affecting my electricity bill.
Business Response
Date: 02/01/2024
Hi *****, our contractor will be in touch with you today or tomorrow to schedule the reinstallation of your panels. Please let us know if you don't hear from them before the weekend.
Customer Answer
Date: 02/02/2024

Complaint: 21217316

I am rejecting this response because:
I did not receive a call from any contractor

Sincerely,

***************************
Business Response
Date: 02/07/2024
Hi *****, we're sorry that the contractor did not follow through on that. We have provided their direct line to you so you can reach out to them directly to schedule.
Customer Answer
Date: 02/08/2024

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.
I am waiting for the contractor to call and schedule a date
Sincerely,

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

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Lumio is NOT a BBB Accredited Business.