Complaints

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

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• 

  Lumio

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

• 

  Lumio

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

• 

  Lumio HX, Inc.

  12600 Challenger Pkwy Ste 200 Orlando, FL 32826-2756

• 

  Rising Investments LLC

  2500 Mottman Rd SW Ste 100 Tumwater, WA 98512

• 

  Lumio

  2000 E Lamar Blvd Ste 300 Arlington, TX 76006

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:01/29/2024

  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.

  Contracted with Lumio to install solar panels in December 2022. Lumio stated in contract that was signed that the estimated date of completion was 2/2/2023 with it operational 3/2/2023. Instead, the project was not completed until the fall of 2023. What this means is that we were paying a light bill and a solar panel bill, and we did not build enough solar credits up to cover the electricity rates for the winter time (summer was supposed to build electrical credits that would be banked and used in winter). Lumio stated that would reimburse for the owed money. They have since ended contact with me, failed to respond to emails and phone calls, and I am stuck with solar and electrical bills happening at the same time when getting rid of the electrical bill was one of the main selling points of having solar installed. Lumio has agreed to pay me back $1,4447.20 from the delay in installing the panels. The delay creating it ******** credits weren't built up is another matter.

  Business Response

  Date: 02/07/2024

  Hi ******, thanks for reaching out. Your reimbursement has been verified and should go out in soon. 

• Initial Complaint

  Date:01/26/2024

  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.

  Representatives from Lumio Solar came to our door in October, 2022 and said they could save us money on our electric bill with solar panels. A few days later, after looking at our current electrical usage, the salesman assured us, verbally, that the system would cover all of our electrical usage if we chose 16 panels. Using slides on his tablet, he showed approximately how much we'd pay for electricity per month if we purchased Lumio's system. He said we'd get a rebate check from the government for 30% of the cost of the system even though we dont owe taxes. He verified that in two emails. He told us that hes actually seen a check from the government written to a customer in our situation. After showing us the money we'd save, using numbers on his notebook, he asked if we were interested. We agreed. Based on that verbal agreement, he showed us where to sign on his small tablet and told us he'd email a copy of the contract to us later. He didnt provide a way to read the contract. We signed on October 23, 2022. We didn't realize that the contract, showed in kilowatt hours, that Lumio's system would cover less than half of our usage. We didn't know that the "rebate" is actually a tax credit that we don't qualify for. With no tax credit, still half of our electrical usage to pay, plus monthly payments on a $36,633 solar system, our electrical costs have gone up considerably. When we called Lumio they told us that it doesnt matter what the salesman said but only what was in the contract we signed. We asked Lumio if they would take down the system. They said even if they did we would still be responsible for the $36,633 per the contract. Lumio must take responsibility for verbally promising to lower my cost of electricity using a notebook slide presentation with false numbers, asking me to sign a contract, with no way to read it, that actually raises my cost of electricity considerably by purchasing their solar system.

  Business Response

  Date: 01/30/2024

  Hi ******, thanks for working with our team to get this resolved. Please reach out to ******* with any further questions. 

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21206720
  
  I am rejecting this response because: Nothing has been resolved!  Lumio made it sound as if my issues have been resolved. But in a private email to me they say, "on page 11 of your contact it stated 'No guarantee of energy savings or cost savings'. On page 11 it also stated 'No spoken promise; Entire Agreement.' We will be closing the BBB complaint, as there is no further action needed from Lumio."

  Lumio has made it clear that they take no responsibility for anything their salesmen say or do to mislead a customer into signing a contract.  Do not trust a Lumio salesman!  Beware of Lumio!

  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/12/2024

  Hi ******, our team has been working with you directly to get this taken care of. Please reach out to them with any further questions. 

  Customer Answer

  Date: 02/18/2024

   
  Complaint: 21206720
  
  I am rejecting this response because:

  Your team is not working with me directly to resolve this issue.  I brought this discussion to the BBB so others could see how you DO NOT resolve issues relating to your deceptive sales practices. My complaint is that ************* deceived me into signing a contract.  He knew the solar system he sold was rated to produce less than half of my electrical needs for the previous year.  Yet he told me that it would cover all of my electrical usage and more.  Lumio has communicated directly with me but only to say that the contract is the only thing that matters.  Lumio has clearly stated they are not responsible for anything their salesman says or does, even if they are deceptive and dishonest. You, Lumio, have only offered to let me buy more solar panels to resolve the issue, which only makes my situation worse.  This is not dealing with me directly to resolve this issue.  ************* said the solar system would save me money.  It's costing me a lot more money instead.  Will you please resolve this issue with me by taking the panels down and not charging me?  That will resolve the issue.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/23/2024

  Hi ******, please work directly with ********************************. 

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21206720
  
  I am rejecting this response because:
  

  I have been working with ******************************** for a month already. They have made it clear they will not help to resolve this issue.
  
  I explained to ******************************** how ************* deceived us into signing the contract. The salesman promised that the system we were purchasing would cover all of our electrical usage. He knew our usage. He also knew the system was designed to cover only half of our electrical usage. I asked the legal team this question. Does Lumio take any responsibility for what their salesmen say or present to customers? Is the contract the only thing Lumio stands by?
  
  The legal team responded with, Have your attorney contact me and provide evidence of such a claim.
  
  I explained that I have gotten legal advice from several attorneys but have not hired one yet. I then said, Proof, in this situation, seems to be in the sheer number of identical complaints. Please look at the numbers of these complaints to your customer service or at the ********************. Please consider the possibility that there are Lumio salesmen acting like snake oil salesmen.
  
  When I told the legal team that I had spoken with attorneys, they thought I meant that I had hired one. So then the legal team said because of my misrepresentations about counsel that Lumio has no offer at this time. I guess I'm not very good at speaking legal terms correctly. But I was hoping they would work with me even though I'm not a lawyer.
  
  I have contacted the Lumio salesman that sold us this system. He no longer works for Lumio. He told me that Lumio trained him to tell customers that the system produces twice as much electricity as it is listed on the contract. He was trained to deceive customers into signing the contract.
  
  All I ask is that Lumio stand by what they told me at my door - Lumio would save me money on electricity. If Lumio can save me money on electricity, than I'll keep this system. That could still be done by reducing the price of the system. If not and Lumio was lying to me at the door as the salesman admitted to doing, then I ask that Lumio remove the system and not charge me for it.
  
  Lumio customer service has stopped responding to my emails. And ******************************** has stopped working with me. What is the next step is resolving this issue?

  Sincerely,
  
  *************************

  Business Response

  Date: 02/29/2024

  Due to a typo in the contract, we have sent an updated contract to the customer to sign numerous times and reminded him numerous times to complete it. Homeowner is not willing to sign the the updated contract and therefore all communications will now be going through our legal department only. 

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21206720
  
  I am rejecting this response because:
  

  Yes ********************** has asked me to sign an amended contract, but I wish to END the original contract with **********************, not bind myself to a new one with them.I was deceived into signing the original contract by one of **********************'s salesmen through unfair and harmful business practices. That Solar Energy System Purchase Agreement contract has more than a typo. It has my name misspelled, my wife's name misspelled, and our street address wrong. On January 29, 2024 I emailed ******************************** to find out if the contract was even legally binding. Because ********************** deceived me into signing a contract that will cost my family much more per month on electricity than we were previously paying, I want to end this contract.   
  
  On January 30, the ** of Customer Experience at ********************** assured me, in an email, that the Retail Installment Agreement was correct and our warranty was still good. But that's not what I had asked about. So I wrote back to the legal team asking specifically about the original Solar Energy System Purchase Agreement.
  
  They replied in an email, ********************** asserts that this is a scrivener's error, and you are still obligated under the terms of the agreement.  ********************** proposes that the parties do an amendment to correct the names of the parties in the agreement.  Would you be inclined to enter into such an amendment?
  
  I responded by email, We will decline the amendment offer to correct the names. Then I explained again how ********************** deceived us into signing a contract by lying to us about how much power the system would produce. I explained that many of our neighbors have had the same experience with ********************** and that there are hundreds of people connecting together through social media who were also deceived and lied to by **********************. Many of them are looking into how to sue ********************** for their illegal sales practices.
  
  The ********************** Legal team responded in an email, Have your attorney contact me and provide evidence of such a claim.  
  
  I explained, in an email, that I don't have an attorney yet, though I have sought legal advice from several attorneys. So I responded that I felt the proof was in the sheer number of identical complaints. There is clearly a pattern here of harmful and deceptive business practices on the part of **********************. I asked, Does ********************** take any responsibility for what their salesmen say or present to customers?  Is the contract the only thing ********************** stands by?  Will you please take the system off my roof and not try to hold me accountable to an unfair contract I was led to sign by a deceptive salesman?
  
  The Legal ********************** Team responded in an email by saying that I had misled them into thinking I had already hired an attorney. That was not my intent. They then said in the email, Based on your conduct, ********************** has no offer at this time.
  
  Yes I have been contacted multiple times by ********************** asking me to sign an amended contract with them, but I do not wish to sign a contract with **********************. I have already stated clearly in an email to the legal team that I will not sign an amended contract. I wish to end the original contract with ********************** that I was deceived into signing by one of **********************'s salesmen. So I ask ********************** again, please end this contract,take the panels off my roof, and do not charge me for them. I will continue waiting for some response from ********************** on how they plan to resolve this issue. Until ********************** does work with me to resolve this issue of deceptive and harmful business practices that will harm me and my family, I will not Accept **********************'s Response here on BBB.
  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/04/2024

  ******, the *********** error on your original contract has been corrected and the amendment needs to be signed or you need to work with our legal team.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21206720
  
  I am rejecting this response because:

  Lumio has not once addressed my original complaint. My complaint is: I was deceived into signing the original contract to purchase solar panels by Lumio's salesmen through unfair and harmful business practices. They said Lumio would save me money on electricity each month because it would cover all of my electric usage. But instead the system doesn't even cover half of my usage and the system costs over $36,000 dollars. With monthly payments for the system plus more than half of my electric bill to pay, I am going to have to pay much more than I was before Lumio knocked on my door. I have asked Lumio to address this issue and work with me to resolve it so that I am not left with paying for a system I would not have purchased if I had not been deceived by the salesmen. They have not even addressed this complaint so I reject their response.
  
  Instead of addressing my complaint, Lumio has stated that because I will not sign an amended contract, which will harm me even more, I must only communicate with the legal team. The legal team has already stated that they have nothing to offer me. Even in this BBB post Lumio is making it clear to me they will not address my complaint or do anything to resolve my issue.
  
  I don't think more dialogue with Lumio through this BBB complaint will resolve my issues. I reject Lumio's response because it has not addressed my complaint at all or done anything to help me. I hope my experience with Lumio, and this recorded dialogue with them, will help others decide if they want to work with Lumio. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/07/2024

  ******, because you have now filed an attorney general complaint only our legal team will be able to work with you. 

• Initial Complaint

  Date:01/24/2024

  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 purchased a solar panel system from Lumio. It took close to a year to get it installed. I had to start giving payments on the system before it was even working and was told I would get reimbursed for the months I paid. It has been at least 4 to 5 months and can't even get a straight answer. Every time I call they say they are going to reach out to the accounting department and call back, but nothing. Last time I called they said they don't have anyone I can talk to. Tired of their bad service.

  Business Response

  Date: 02/02/2024

  Hi *********, thanks for reaching out. We have escalated your reimbursement and are hoping to send it out in our next batch. Please reach out with any questions in the meantime. 

• Initial Complaint

  Date:01/23/2024

  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.

  The salesperson seems to have lied about items that were going to be “taken care of”. The salesperson has also not responded to any texts or phone calls. I have emailed my account manager several times without response. And I have spent several hours talking to customer service representatives to get any sort of answers, but they just keep giving me the run around. I am just looking for Lumio to honor what they promised. I have several gripes with them in regards to fulfillment, but the main issue that I’m trying to have resolved should be open and shut. I have email confirmation and digital proof of the promise from the salesperson from several months ago. This has been forwarded to the account manager but still no response. It’s real easy, just take care of your customers. Especially when it’s this blatant and obvious.
  
  Tree removal was part of the items financed into the agreement ($4000.00). The Lumio salesperson made a blunder and had the tree company remove one too many trees. He emailed me a confirmation and formal agreement to replace the tree at his cost. This was several months ago and still no accountability.
  Adding an additional $2000.00 misc item onto the financing was also part of the initial agreement. This $2000.00 was for us to install an EV charger. We have never seen any sort of reimburse or payout of the $2000.00.
  I asked for an itemized bill of the contract since it just lists “solar system” $75,000.00. I have not received anything from this request either.
  Please help.

  Business Response

  Date: 01/31/2024

  Hi *****, we have reached out to you via email to address your concerns and provide an update. Please email us back with any further questions. 

  Customer Answer

  Date: 02/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  All that Lumio has done thus far is respond that they have indeed now seen my BBB complaint. They stated in the response email that, “The reimbursement process for a total of $1,200 will commence promptly.” It’s been 8 days later and I still have yet to receive payment or any further communication from them. I want to believe that they will issue payment, but until I see it in my hands, I won’t believe it. 
  
  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 02/16/2024

  Hi *****, the check was sent yesterday. It may take up to two weeks to deliver. 

  Customer Answer

  Date: 02/26/2024

  
  
  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:01/23/2024

  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 solar system has not worked for 15 of the past 30 days, thus resulting in 2 large electric bills. I have complained to the company 4 times via the customer service number and twice via email. None of these contacts have resulted in a return call from the local ****** office. Nor has the main office reached out to me. The last time we had this problem was last January and a local tech came out and stated I needed a new control box, but management would not allow them to install one. So here we are a year later same issue. I want the control box replaced.

  Business Response

  Date: 01/31/2024

  Hi ******, thanks for reaching out. Our team has been in contact with you to confirm an appointment today. Please reach out with any further questions. 

• Initial Complaint

  Date:01/23/2024

  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 began service with Lumio for solar panels on our house under the impression that we would not have much of an electric bill (just fees, etc) or none at all (according to the sales rep). They also stated that it would just be under our name and would not have to involve our landlord (as we are renters), and they ran a credit check on our landlord (without authorization) anyways. We were PROMISED a battery to go with the system so that it could be fully functional. Not to long after the installation was done and the service was started, there was a small rainstorm that came through and I lost power for HOURS and when I called, they stated that the battery had not been installed and the reason was because they didn't have any available. I was furious but they assured me that when they were back in stock, they would provide with one and install it at no cost as I was supposed to have one. 8 MONTHS go by and I heard nothing from the company, so I call them and they stated that they have been on back order and they still do not have any, but once they do, "I would be in the front of the line for one". 2 MONTHS later (in this time, the payments on the "system" had increased exponentially), I call back at they state that they had received them but started distributing them from west (in **********) to east (I live in **), and now they are out again. I was outraged and was assured that I would have one "very soon". The next time that I spoke with them, I was informed that in order to have a battery so that my system is "fully off the grid", I need to purchase the battery for $15,000 or start a new contact for it. At this point, I am done with this whole thing and I just want out of the contract and want the panels off my house.

  Business Response

  Date: 01/31/2024

  Hi ******, our team sent you an email back on January 24th informing you that a battery was not included in your contract and would be an additional cost if you would like to purchase one. Please email us back on how you would like to proceed. 

• Initial Complaint

  Date:01/20/2024

  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.

  12/10/2021 DATE OF CONTRACT SIGNING $67674.55 TOTAL CONTRACT COSTS ***** CASE# ********- **************************************************** WE SIGNED UP WITH LUMIO DEC 2021.***** PANELS WERE INSTALLED IN DEC 2021.WAS PARTIALLY TURNED-ON DEC 2022, BUT STILL WERENT WORKING, NOR DID THEY NOTIFY US OF THIS.SINCE FEB 2022, I HAVE MADE REPEATED CALLS, TEXTS, EMAILS TO BOTH MY SALESPERSON AND TO LUMIO/DECA, TO GET ISSUES RESOLVED. THEIR SALESPERSON THEN ADMITTED TO ME THAT HE WAS NEW AT THIS AND DIDNT KNOW ALL THE CORRECT INFO, WHICH ENDED UP COSTING ** SEVERAL THOUSAND DOLLARS. HE OFFERED TO HELP MAKE IT RIGHT, BUT HAS LEFT THE COMPANY & THE COMPANY WILL NOT STAND BY WHAT THEIR SALESPERSON SOLD TO US. LUMIO HAS NO ANSWERS FOR US, WHENEVER I REACH OUT TO THEM. IM CONSTANTLY TOLD THAT THE SERVICE MANAGER IS AWARE OF THE PROBLEM, BUT HASNT UPDATED ANYTHING TO OUR ACCOUNT, SO THEREFORE THEY CANT ANSWER MY QUESTIONS. *** **** STILL NO *****, STILL NO ANSWERS, STILL NO RESOLUTION.KEEP BEING TOLD CUSTOMER CARE WILL LOOK INTO IT AND SOMEONE WILL GET BACK TO ME, BUT IT ENDS THERE.THEY WILL NOT CONNECT ME TO A SUPERVISOR, ALWAYS TOLD A SUPERVISOR WILL CALL ME BACK, BUT NO ONE EVER DOES.I HAVE 35 ***** PANELS; ***** INVERTERS DO NOT WORK AND NEVER HAVE. I HAVE BEEN TRYING SINCE FEB 2022 TO GET LUMIO/DECA TO GET THEM WORKING AND STILL NOTHING.I SEND EMAILS AND CALL REPEATEDLY, BUT NO ONE EVER REPLIES TO ANYTHING. I HAVE ACTUALLY BEEN BLOCKED FROM SENDING EMAILS TO *************************** AT LUMIO (HE WAS A POINT OF CONTACT, BUT NOW NOTHING). I AM CONSTANTLY TOLD THEY ARE LOOKING INTO IT, BUT NOTHING EVER COMES OF IT. I WAS TOLD THE PARTS WERE SENT TO ANOTHER CITY AND THE SERVICE MANAGER WAS GOING TO GO PICK THEM UP AND THAT THEY WOULD BE INSTALLED BY THE END OF THAT WEEK. NO ONE SHOWED UP OR CALLED AND NO ONE RETURNS MY MESSAGES. NOW I CANT GET ANYONE TO ANSWER THAT PHONE EITHER.ALL IM EVER TOLD IS THAT THEY ARE LOOKING INTO IT AND THAT THEY WILL CALL ME THE NEXT DAY AND GIVE ME AN UPDATE, BUT NO ONE EVER DOES. THE SUPPOSED MANAGER *********************** HAS SAID SHE IS GOING TO HOLD MY HAND THRU THIS AND GET THIS RESOLVED, BUT JUST LIKE EVERY CONVERSATION WITH LUMIO, SHE ALSO HAS NOT RESPONDED TO ANY OF MY NUMEROUS EMAILS.MY ***** PAYMENTS ARE $293.28 A MONTH MY ACTUAL POWER PAYMENTS ARE $240.00-$575.00 A MONTH MY HUSBAND IS A DISABLED USAF VETERAN & DUE TO HEALTH REASONS I AM ALSO UNABLE TO WORK, SO WE LIVE ON HIS PENSION AND SOCIAL SECURITY (WHICH HE HAD TO START TAKING EARLY). PAYING IN UPWARDS OF $800.00 A MONTH FOR NON-EXISTENT *************** IS MORE THAN WE CAN KEEP DOING. I JUST WANT THEM TO DO THE RIGHT THING AND REFUND ALL MONIES I HAVE PAID SO FAR, CANCEL THE REMAINING BALANCE WITH GOODLEAP, CANCEL MY CONTRACT AND REMOVE ALL THE ***** FROM MY HOME COMPLETELY AND I WANT TO NEVER HEAR FROM LUMIO AGAIN..

  Business Response

  Date: 01/29/2024

  Hi ****, thanks for reaching out. Our team has been in contact with you regarding your concerns and have scheduled the parts replaced tomorrow. We'll follow up after your appointment tomorrow to see how it went and will continue to work with you directly to resolve any remaining concerns. 

• Initial Complaint

  Date:01/20/2024

  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 purchased solar panels/install on June 10, 2023. We were told at that time through the purchase, there would be a tax rebate, and we were also assured that we would have a rebate through physical payment (before making first payment on the loan) of $11,000.00.
  Install was completed on July 26, 2023. Tacoma Power Utilities was at our house to inspect parts of the install on August 20, 2023. Solar net metering was installed and formally approved on September 12, 2023. I followed up with our account manager almost weekly regarding the $11k payment (with my initial inquiry on it being August 20, 2023). By October 5th, she confirmed the payment would be processed, we would receive that in the form of a check and it could take 6-8 weeks. After not receiving anything I began following up again on December 28, 2024. We have a new account manager and she will not take my phone calls, but emailed us one time acknowledging that the accounting team is actively working on releasing the funds (that should have already been received) and she also stated there is no current timeline of when they would be released. We are now paying interest on the added $11k that should have already been taken care of.

  Business Response

  Date: 01/30/2024

  Hi ********, your reimbursement was sent yesterday. Please reach out to [email protected] with any further questions. 

  Customer Answer

  Date: 01/30/2024

  
  
  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:01/19/2024

  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.

  Ive been with lumio solar panels for 3-4 years, i live in ***** and its been h*** My first year was 415 monthly and then the next year i pay 569 plus i still get a electricity bill for 220. They said i had to get ****** back in taxes and i would have to give it to the goodleap for my payment could stay 418 well first of all they dont give you amount when you do taxes its a lie second they never told me my payment was going to go up. Ive seen so much bad reviews online and everyone has the same issue. I pay more now than when i didnt have solar panels. I just wanna get rid of them. I have never missed a payment but instead of helping me save money its been worst.

  Business Response

  Date: 01/25/2024

  We have made multiple attempts to contact the customer regarding their complaint and resolve their concerns, each time sending an email after not being able to leave a voicemail. The customer's desired settlement was no further contact by the business, so we're not sure how to assist this customer when they don't want us to contact them. We would be happy to perform a production and/or consumption audit to look into the customer's system as well, but need to get ahold of them first. 

• Initial Complaint

  Date:01/19/2024

  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.

  Wrongfully was sold by buying solar panels at unknown costs and increasing costs that were not included on explanations of payments until contract was mailed to us already signed in a Wrongfully unknown amount ??, please help us to make this right by having these items removed from our home, I have tried over and over that we,my wife and I are feeling so taken advantage of and I have never felt so taken advantage of, lumio panels are a fraud information that their salesman are given out to consumers are Wrongfully doing

  Business Response

  Date: 01/25/2024

  Hi ******, thanks for reaching out. Our team has looked into your concerns and found that your system was told two years ago and a recent production audit shows that it is producing as expected. Lumio has no control over your buyback program and recommends looking into all your options to choose the one that's best for you. Buyback programs offer varying rates in which they buy back excess power from solar homeowners which impacts homeowners utility bills. Additionally, we have attempted to reach out to you directly to provide further clarification but were unable to get ahold of. We followed up with an email requesting your last 12 months of utility bills so we can perform a consumption audit for you. Please continue working with our team directly.