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

• 

  Lumio Energy

  2929 S Elm Ave Fresno, CA 93706

• 

  Lumio

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

• 

  Lumio HX, Inc.

  12600 Challenger Pkwy Ste 200 Orlando, FL 32826-2756

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:01/18/2024

  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 have a 26 panel solar panel system. Seven panels have not worked for over 10 months and 2 more panels have serious defects. I have been working with LUMIO for about 10 months to get these panels repaired/replaced per the warranty. They have failed to take action to repair them. They say they cant find the specific panels, in which case they need to possibly change vendors or modify the required panels in order to satisfy the warranty. I reject their current strategy of just doing nothing and leaving me with a solar system that is not completely operational.

  Business Response

  Date: 01/19/2024

  Hi *****, our team has been in contact with you regarding your complaint. We have reviewed your contract and found that the equipment was only warrantied for 2 years after completion. Because your system is older than that, the warranty has been transferred to you. We have offered to upgrade the system for you at cost and you have agreed. Our team is working on getting the information together to provide you with what that cost would be, though this could take some time. We'll continue to work with you directly on this. 

• Initial Complaint

  Date:01/17/2024

  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.

  They baited me into a loan for non working solar panels.

  Business Response

  Date: 01/19/2024

  We have reached out to the customer directly regarding their complaint and provided data showing that their system is producing as expected from 2022 and 2023 compared to their contract. We have left a voicemail and email trying to contact the customer and further explain. Additionally, the customer has been PTO'd and we are unable to cancel. If the customer would like to pay to have their panels removed, we would be happy to help, but they would still be obligated to fulfill payments to their financing company. 

• Initial Complaint

  Date:01/11/2024

  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.

  I have been calling for weeks, trying to get my inspection scheduled. Sac County building inspector Supervisor said my permit was approved Dec 1, 2023. They are waiting on lumio to print my permit and a color copy of my printed plans. The County inspector came last week and was in need of these 2 items, previously listed. When is Lumio going to schedule my inspection, so I can turn on my panels, finally?

  Business Response

  Date: 01/29/2024

  Hi *****, your inspection is scheduled for January 30th and we have confirmed that this date works for you. 

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21130155
  
  I am rejecting this response because: The inspection was cancelled. Inspection still incomplete, as of today.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/05/2024

  Hi *****, unfortunately the inspector cancelled the appointment. We are working on getting this rescheduled and will reach out to you directly when this is rescheduled. 

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21130155
  
  I am rejecting this response because: i was told by your inspector that it was due to wrong paperwork. I will be willing to close once inspection is complete.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/12/2024

  Hi *****, we're working with our scheduling team to get an update. We'll be in touch with you directly when we know more. 

  Customer Answer

  Date: 02/16/2024

   
  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:01/05/2024

  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.

  In July 2022, I was contacted by a salesperson for Lumio / Smart Energy **********. about installing a solar system on my residential home. The salesperson represented that with 37 solar panels, I would produce enough electricity to eliminate my monthly electric bill. That the excess power would be put on the electric grid during the day and at night, power would be from the power company. This would be on a 1 kwh for 1 kwh basis, i.e. I put 1 kwh on the grid, I get 1 kwh back at no charge, The system would zero balance every April,The problems began with the installation. It was reportedly a 1 day job and was scheduled for October 11, 2022. The job was not completed on that day supposedly due to not having the parts. To make a long story short, after numerous reschedules, the job was completed at the end of December 2022, with an installation crew that came out of *******. The system was commissioned on about January 4, 2023. They reported to the lender, *********************** LLC that the project was completed on 11/14/22. My payments to *********************** are $281.12 per month. The total cost of the project was just under $90,000, financed over 25 years. Locking in my electrical costs for 25 years seemed a good bargain, but little did I know...Over 2023, my electrical charges were: 01/17 - $245; 02/14 - $197; 03/14 - $190; 04/13 - $146; 05/12 - $50; 06/14 -$0; 07/17 - $0; 08/14 - $0; 09/14 - $0; 10/16 - $67; 11/14 - $128; 12/13 - $224. I anticipate the last bill 01/15/24 will be about $250, bringing the 2023 total electric bill to approximately $1,497.00. I was told that there would be no damage to the roof. I have never had a **** problem since I purchased this house in 2019. I discovered I have notable **** growing under the solar panels, which will cost to have removed.I read that there are reports of elderly being scammed with solar projects. Maybe that is what has happened here.

  Business Response

  Date: 01/17/2024

  Our team has been playing phone tag with the homeowner trying to get ahold of them regarding the complaint and have emailed them to schedule a time to call and discuss. Their $0 bills throughout the summer means that their system is doing exactly what it is supposed to do, and the seasonality of solar is normal and expected as the weather and shorter days mean less energy production. However, just to be sure we have requested a production audit to be performed on the homeowner's system and will email them the results as soon as this is complete. Regarding the ****, this growth typically takes years before it is seen and is something we would like to discuss with the homeowner further once we schedule a call with them.  

• Initial Complaint

  Date:01/04/2024

  Type:Customer Service 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.

  Service was not activated by the agreed upon date. Payments began and I had no service.Called Lumio in July 2023 and Lumio agreed to reimburse me for two months of service and it would take 30 days to process. 30 days pass and no reimbursement, I contacted them back they said it could take 60 days. I wait 60 days and no reimbursement, I call back they say 90 days. This continued to I am now almost 6 months from when they said I should get my reimbursement and I have yet to receive any money. I have tried to call and talk to a supervisor and there never is one available. They say they will have someone call me back and they never do. I am owed almost $600 and I cant get them to pay it out or even talk to someone that can tell me the truth on when I will get the reimbursement. Reps have told me its approved and just waiting for accounting to pay out. That has been months now that I have heard that from them. This has been the worst company I have ever worked with and I will not recommend them for solar to anyone else. I need help getting my money that I am owed. I will provide copies of my phone records showing how many times I have called their customer service if needed.

  Business Response

  Date: 01/12/2024

  Hi *******, your reimbursement was approved by accounting today and should go out within the next couple of business days. 

  Customer Answer

  Date: 01/20/2024

   
  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. My only concern is that I have been told for 6 months that my request for reimbursement was approved and I will get it soon. I am having a hard time trusting this since notice was sent to me on 1/16 and it will mail out in a couple business days and nothing is showing on its way to me. If I do not receive it soon I will open a new case  

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

• Initial Complaint

  Date:01/04/2024

  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.

  I was promised the solar I purchased would be enough to reduce my electric bill to next to nothing. Not only has that not been the case, it's been the same and I now have a 220 dollar bill from lumio every month. They also promised a 1 000 gift card upon installation that happened 5 months ago and has not been received.

  Business Response

  Date: 01/05/2024

  We have been in contact with the homeowner regarding their concerns. We clarified the miscommunication regarding the buyback program as this is not something Lumio can do for the homeowner since the utility company won't allow us. The homeowner has now signed up for a buyback program and should start to see a reduced utility bill from their solar credits. Additionally we have escalated the homeowners reimbursement with our accounting team. The homeowner has been communicating with one of our customer support specialists via text and can reach out directly with any further questions. 

• Initial Complaint

  Date:01/03/2024

  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.

  it took about a year to get our solar online from Lumio, Call after Call, after call. Horrible customer service. only thing they try to do is STALL. they put the panels in the wrong place. it was put on a pad mount. I told the person putting in the holes for the structure that it was in the wrong place, and he said it's too late now!!! so that's my fault?? No communication whatsoever. I was told that this Solar would take care of my electric bill and i would accumulate credits from the Sumer time to help assist the winter bills. well, it doesn't cover the summertime bills. not even close. Now I have a solar bill and an electric bill. The salesman said if this system didn't put out enough to cover my bill Lumio would take care of me...what does that mean?? simply put they would do nothing. but laugh all the way to the Bank.

  Business Response

  Date: 01/05/2024

  Hi ***, we have performed a production audit of your system and show that it is producing within company guidelines per the total annual kWh you signed for on your contract and have emailed you those results as well as attached them here. Additionally, we have reviewed your previous 12 months of utility bills to perform a consumption audit of your home and have emailed you those results, as well as attached them here. In order to reduce your utility bills you'll need to install more panels to increase your production or reduce your consumption. We have offered additional panels at a discounted rate if that is the direction you would like to go. Please reach out with any other questions. 

  Customer Answer

  Date: 01/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was told by your Salesman that this system would take care of my power bill.. at the rate this is going it will take 50 years for this to pay for itself.. who in there right mind would purchase a system at the cost or 52000 dollars and not gain but lose money?  You people did an audit before i bought the system to make sure this would take care of my needs. You knew what it would take.. i am not a solar expert thats your job.. not to lie to your customers just to get a job..  i now have two bills this is creating a hard ship and i will not go away! So unless you make this right by putting in more panels at your cost not mine.. then we have no agreement..
  
  
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 01/09/2024

  Hi ***, attached is your installation agreement showing that Smart Energy Today, Inc would install a system size of 9.6 kW, which they did. Your current consumption is beyond the capacity of your system so the only options are for you to decrease your consumption or get additional panels. Our response will continue to remain the same. -

• Initial Complaint

  Date:01/03/2024

  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.

  Signed up 3/24/23 Install email marked as complete on 4/19/23 Promised a working solar system and it has not worked since installation.Several emails and phone calls since 9-10/23 regarding this issue after realizing no change in bill and being told that it was, in fact, not on and running.One person came out after weeks of emails and calls but at the time both my wife and I were working so no work was performed as we had a fence.Email and call again but little to no response although I did receive a message 11/30 saying I'd receive a refund that I have yet to see, and exactly NO comment on having someone come out to repair since the last missed visit.

  Business Response

  Date: 01/05/2024

  We have attempted to reach out to the customer to provide an update and left a voicemail. Service is scheduled for January 10th and we have escalated the homeowner's reimbursement for the time the solar was down with our accounting team. The homeowner has the direct line to one of our customer support specialists with any further questions in the meantime. 

• Initial Complaint

  Date:01/01/2024

  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 file a complaint roughly a month ago and the day after someone called my husband and magically had a technician who could be at the property the next day. My tenant said the technician had no idea why he was there and said there was nothing he could do. That they would reach out to ****** Power and find out what was going on. No calls, nothing. This is so unacceptable, they offered to expedite our refund since were still paying monthly for something that doesnt work and we still havent received that. This has ruined us from ever considering solar again

  Business Response

  Date: 01/05/2024

  Hi *******, we have reached out to your utility company to replace the ** meter as that is something that we cannot do. We haven't received an update from them yet but will be in touch with you directly when we know more. 

• Initial Complaint

  Date:12/31/2023

  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.

  Solor panels don't help thay much on bill and is to heavy for building to support

  Business Response

  Date: 01/02/2024

  Hi *****, our team has performed a production audit of your system and show that it is producing slightly more than expected per your contract, see results attached. Your system did pass inspections with your local AHJ so we're not quite sure what you mean about your panels being too heavy for your home to support. Please reach out to ********************** with any further questions. 

  Customer Answer

  Date: 01/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It's not they are not producing its that they are on a metal building not rating for weight as per manufacturer the installation destroyed metal cause leaks and the Manger over project has led about people to come out and look at install I had engineering come out and send over report there's to much weight on roof to ponit that they sagging down 2 inches and sitting on water heater been dealing with this first week
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 01/05/2024

  Hi *****, our team has left you a voicemail with an update. Our construction operations team is looking into this and will have an update in about a week. Please give us a callback with any questions in the meantime. 

  Customer Answer

  Date: 01/07/2024

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

  Customer Answer

  Date: 01/08/2024

  No one has called or emailed the last communication I gotnwas from Clayton T***** the Manger who is supposed to working on this case lied about sending people out. He told us that contractors had been out and no one has been there.he did send me a email saying he can longer communicate with us it's a customer service problem. I had a engineer come put and look at shop telling them it's not rated for systems and. Still leaks inside shop were there is a working busy inside. I tried to submit picturen

  Business Response

  Date: 01/17/2024

  Hi *****, our team is working to find a good company in your area to look into this further. We have called and left you a voicemail since your most recent comment here. We will reach out to you directly when we have found someone to look into this. 

  Customer Answer

  Date: 01/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: again no one has called me or my wife and left a message or email I have sent yall pictures of the damages to my shop and to my rv shed with no response so I'm not sure who yall are calling but it's not use. I would rather yall come take these off and refund my money. I can't trust yall will do the right thing and building is not rated for it. I've had the engineer come out and inspect both and send yall plans saying it's not rated for the weight. And yall Manger even told the roof that I talked to 4months ago it's not rated for. I can send more picture bit was told it was a customer service problem not the Manger in charge.

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

  Business Response

  Date: 01/23/2024

  Hi *****, our team has been in contact with you since your most recent rejection. The subcontractor has gone out and looked at the building. We are awaiting the full notes from the contractors visit so that we can determine a plan going forward. We recognize that this is not fully a resolution, but BBB requires a response within a certain number of days, even if we're still working on determining what next steps are. Please continue working with our team until this is fully resolved.