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:12/27/2023

  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.

  When I first started this solar adventure, the name of the company was Deca. *********** was ***********************. I had texting communications with him after the initial time we were approached about solar at my home. I still have the text messages, which included every question I could think to ask before signing up for solar. We were told many lies throughout the texting as we found out. On December 13, 2021 ************** showed up at my door to install the system. We had no prior knowledge of them arriving that day. They installed the system and the electrician evaluated all of our electrical boxes and said they both (inside & out) would be & had to be upgraded. They left and said the system wasnt active yet and wouldnt be until everything was upgraded. We started getting charged after that day for a non working system. We had no knowledge of the buy back program except for it would be taken care of. Mid January we finally had our system up and running.the very next day half of the electricity in my home went out. To this day I am still without power in half of my home. I have called and called and called. Emailed and emailed and emailed. I have a spiral full of notescalls, dates, times, who I spoke with and what was said. Every time I was told someone would be out and that usually never happened. Panels were placed in the porch Eve that are too heavy and caused the roof to start sagging. There are a couple of the leaks in my home. My microwave, dryer and ac unit all quit working because of loss of power I was told. Deca merged and became Lumio. I was then told that they couldnt do anything because that was Deca and they are now lumio. They send a technician out for the sagging overhang.he installed three screws in a matter of 10 minutes to fix the issue.it didnt fix it. An electrician was sent out.all he did was cut the electric lines to my storage room in the back and said the wiring was a fire hazard. He then tried to leave with the evidence that almost caught fire in my attic when the power went out. I have had 4 electricians in my home. They have stated it is all the solar companys doing and they will not touch it. They have also stated that the electrician from Lumio actually caused a big fire hazard from cutting the lines in the back and leaving them the way he did. This has cause me a divorce and my daughter for her senior year had to move out of state with her fatherwho has electricity in her room. I have also been paying for an electric bill and my solar loan this whole time not knowing about the buy back program. Please help!!! I have gone as far as their damage team and still no help. Also my mothers name is on the loan and that was never ever part of the agreement. It is now effecting her credit as well. I am at my **** end with this. It has been a nightmare.

  Business Response

  Date: 01/04/2024

  Hi ******, we left a voicemail yesterday to try to schedule a service appointment for you today and are waiting to hear back. Please work with our team to get this scheduled. We are also trying to get ahold of you for additional information and pictures regarding the roof damage so we can get it repaired. 

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a solar company. We have had no service since May/2023. Serval calls made. Service tech came out in August to replace parts. Still no service. They continue to take our money monthly and no service. Calling every two weeks with no solution in site. Either fix it or remove and reimburse

  Business Response

  Date: 01/04/2024

  Hi ***, thanks for reaching out. We have you scheduled for a service appointment on January 15th and have escalated you reimbursement with our accounting team. Please reach out to *************************************** with any questions in the meantime.

• Initial Complaint

  Date:12/26/2023

  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.

  I was lied too about how the panels will work how the taxes are paid the roofing company did a horrible job. The numbers they project arent even reached on how the panels preform. It a waste and a scam. I just want the panels taken off my roof. Waste of time and money

  Business Response

  Date: 01/02/2024

  Hi *******, our team has been in contact with you regarding your complaint. We would like to perform a consumption audit of your home to determine what might be going wrong. We have requested your last 12 months of utility bills to be able to perform this. Please provide those as soon as possible so we can continue to work towards a resolution with you. 

• Initial Complaint

  Date:12/26/2023

  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.

  Terrible communication and customer service with this company. After little communication, my solar panels were installed in May 2023. It took almost a month for the company to request the inspection that would allow everything to be activated. The inspection happened the same day once it was finally submitted.
  
  In the meantime, the finance company expected their payments to start immediately following the installation. My "project manager" at the time assured me I would be reimbursed for any payments made prior to final activation. Three months later, when I asked my new "account manager" what the delay was, I was told that the request had been submitted, but it had not been authorized for payment. She assured me she would resubmit the request. I still have not received the reimbursement I was promised.
  
  Also, at the time of sale, I was told I would receive a prepaid card for the first 6 month's payments. When I asked about this while talking to an internal sales person several months later, he assured me that was still on its way. I am still waiting for this and every time I ask about it, no one gives me any type of answer, they seem to ignore the question.
  
  For a company trying to gain a foothold in my neighborhood and county, they seem to be doing everything possible to make promises that they don't keep.

  Business Response

  Date: 01/02/2024

  Hi *****, thanks for reaching out. The payments were sent to your email today. Please reach out to ********************** with any further questions. 

• Initial Complaint

  Date:12/21/2023

  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 told by Lumio customer service rep that my reimbursement was approved in June 2023, for $100.00. Nov 29th,2023 I submitted pictures of the finished repair. On Dec 16th, 2023, I was told by Lumio customer service that due to accounting backlog, reimbursements are estimated at 3-6 months for reimbursement. That seems extremely excessive for a reimbursement. Is there any way to expedite this reimbursement?

  Business Response

  Date: 01/02/2024

  Hi Angelique, the payment was sent to you last week. Please reach out to *************************************** with any further questions. 

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21043658
  
  I am rejecting this response because: the card link was invalid. I requested a new link be sent to me. Have not recieved it yet.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/03/2024

  Hi *********, our records indicate that you successfully redeemed the reward on December 29th for a Mastercard. Shortly after redeeming, you should have received a second email containing the Mastercard gift card. We have resent the link for the second email. Please check you junk or spam folder if you are unable to find it in your inbox. 

• Initial Complaint

  Date:12/18/2023

  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.

  AUGUST 2022, we got solar panels installed by Atlantic Key, was told we were going to get a tax credit of close to 9,000 that one of the reasons for going with solar. The following year we did our taxes and barely got 1500 for the solar. and haven't gotten anything since. June 2023 was the first issues we had water leaking into the bedroom. Got up into attic and noticed water damage from where they installed the lags for the rail but did not install properly. A lot of the lags are barely into the truss. Called Lumio and got the run around for a week before the leak got fixed. Now to the drywall damage told them about the drywall as well needing to be replaced They sent a crew out to do the work, he took one look at the damage and left saying it was too much damage and that there was still stuff needing to fix. A drywall guy telling me there's roof work to be done and didn't even go up into attic. Nobody did I'm the only one that has been up in my attic. So, 3 weeks later got a crew out to fix drywall but didn't paint. now we are on December 15, 2023, we had a bad storm where it rained all day and now have another leak in dining area. have a call into them. But it's the same issue and now I found Mutiple spot where lags are not into truss properly. Water leaking into home, and water damage and possible mold/wood rot starting.

  Business Response

  Date: 12/28/2023

  Hi *******, thanks for reaching out. Our team is working on getting the roofers scheduled and will be in contact with you to confirm the appointment. After the diagnostic appointment we will better know how to proceed.

  Customer Answer

  Date: 12/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am still not satistfied with the install. and am worried about the mold already growing on plywood with posible rot. Also the dectarity of the roof now with some of these lags not going into the stud which you have pictures of all of these issues. if a hurricane come those solar rail will lift roof cause there not secured properly. I'm tired of this being dragged around this needs to be resolved ASAP!! because i dont think this will be the last leak i'm going to experience, which already on the 3 leak so far since being installed almost 2 and a half yrs ago. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/14/2023

  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 got solar about two years ago after speaking with a rep and being told how much it would help our bill. Our system has now not worked since June 2023. I have been in contact with lumio monthly and they continue to tell me that the system would be repaired. Mind you this entire time, we are still being charged monthly for a service that were not receiving . When they did offer to give a refund I was told that it would take between 3 to 6 months for a refund. And that I have to call back every month that its not working to request a refund for that month . This is unacceptable, I want the panels off of my house they dont work, theyre not being repaired and Im paying for nothing at this point .

  Business Response

  Date: 12/19/2023

  Hi ******, thanks for reaching out. Our team has been in contact with you regarding your complaint and have escalated your reimbursements. Additionally, a technician went out on Friday and found that the meter is owned by your utility company so we are unable to service it. We are working on getting this resolved with ****** Power. Please reach out to *************************************** with any questions in the meantime.

• Initial Complaint

  Date:12/12/2023

  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 also have solar panels from lumio, I was told by my electricity co they are not producing.. I have been fighting back and forth for almost 6 months I believe with the financing *********** to send someone out to look at them. They finally sent someone over after 6 months, & all he said he did was connect it to the Wi-Fi. I don't know what to do at this point, we are paying 2 bills and the solar panel bill is not cheap

  Business Response

  Date: 12/15/2023

  Hi ***, our team has been in contact with you regarding your complaint. Upon investigating further, it appears that your system is working as it should. Our team has answered your questions and directed you to Goodleap with any additional questions about your loan payments. Please let us know if there is anything else we can do for you. 

• Initial Complaint

  Date:12/12/2023

  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.

  On May 18,2023 ********************* Account manager *************) for the company LUMIO (Solar) told me he processed a reimbursement for ****** because they charged me before the system was active and was still not authrized by the electric company. As to date I still have not received the reimbursement. this was his email to me: "On Thursday, May 18, 2023 at 12:59:03 PM EDT, ********************* <**************************************> wrote:Got it, I just processed a reimbursement for $******. You'll receive an email from "Tango" in the next 2 weeks once my accounting processes the rebate. Thank you. ********************* ACCOUNT MANAGER CALL OR TEXT ************ I have emailed and called allot of times. He then had me contact ***********************,( customer care supervisor and *******************************. I was told to contact "Our customer care email is *************************************** and our customer care line is **************" which I did and they wern't able to help me. They keep telling me they aren't sure when it will be applied.I just want what I was promised to get.

  Business Response

  Date: 12/15/2023

  Hi ****, your reimbursement was sent to you today. Please let us know if you have any further questions. 

  Customer Answer

  Date: 12/16/2023

   
  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:12/11/2023

  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.

  I did a coating job for you guys as Im an onboarded contractor and no payment has been made. I have send a certified collections letter 2 moths ago and no one will contact me or give any indication of the particular situation. I have been out of pocket over 8k going on 7 months now. The job was finished 6 months ago and I still have not been paid. Someone need to contact me asap because failure to pay this week will result in a lawsuit as Im getting the state labor and contractors board involved. I dont want to have to *** you guys but you are now officially a week away from that if you dont pay me immediately. I expect contact at the phone number on this complaint ASAP

  Business Response

  Date: 12/14/2023

  Hi ******, thanks for reaching out. Our team sent your payment out yesterday. Please reach out to ********************************** with any further questions.