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 HX, Inc.

  12600 Challenger Pkwy Ste 200 Orlando, FL 32826-2756

• 

  Rising Investments LLC

  2500 Mottman Rd SW Ste 100 Tumwater, WA 98512-6276

• 

  Lumio

  2000 E Lamar Blvd Ste 300 Arlington, TX 76006

• 

  Lumio Energy

  2929 S Elm Ave Fresno, CA 93706

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:12/07/2023

  Type:Billing 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 sold on a ******************************************************************* it would based on my previous 12 month usage. Most important is they promised, in writing, that I would receive a 6 month payment rebate of over $1,400 that theyve repeatedly told me was being processed or that they dont have approval or funds to send. Its been almost 8 months since I bought the system and Ive tried repeatedly to resolve with no luck. Buyer Beware these people are not ethical and oversold the system that Im now stuck with!!

  Business Response

  Date: 12/14/2023

  Hi ***, we have sent your reimbursement to your inbox today. Please reach out to *************************************** with any further questions. 

• Initial Complaint

  Date:12/07/2023

  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.

  We had Lumio install the equipment in June 2023. The installation failed the inspection because the shut off was installed too close to the pool heater. After several months and my suggesting that the Lumio representative contact a specific contractor to move the pool heater, the job was finally completed and approved. We paid for both our electric bill and the payment on the Lumio equipment for ***** July, August and September. Lumio's representative told us that we would be reimbursed for the money paid for the equipment during the four months the equipment was not working. On September 5, I received a text saying that the refund would be in our hands in 6 to 8 weeks. It has been over 12 weeks, and we are now being told that refunds take 4 to 6 months to be processed. Ive spoken to several customer service people, including supervisors, all of whom tell me that they cannot do anything to honor the original, written commitment. I asked to speak to someone who is able to resolve the issue and was told that person would call me. I did not receive a call. I find it hard to believe that a simple accounting task takes 6 months to accomplish. I have asked for a specific date for the refund, but am told that it is being "processed."

  Business Response

  Date: 12/13/2023

  Hi *****, the reimbursement was sent to your email yesterday. Please reach out to our team at *************************************** with any further questions. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20972424
  
  I am rejecting this response because: The promised refund came as an offer for gift cards rather than actual cash. The gift cards have to be accessed by way of a website, to activate a "promo link" to spend the refund on gift cards. This feels shady. At no time over months of discussion of this refund did any Lumio representative indicate that a refund would mean an opportunity to buy gift cards. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/15/2023

  Hi *****, Lumio regularly provides reimbursements through Tango cards, allowing customers to select where they would like to redeem the payments. If this doesn't work for you, we would be happy to send a check but it will take a couple of weeks to cut, and a couple weeks beyond that to deliver. Please let us know if you would like to go that option so we can get our accounting team to get moving on that. 

• Initial Complaint

  Date:12/04/2023

  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.

  About the last week of July a Lumio rep. came with solar info and to set up an appt. with a salesman named *****. ***** came ran a credit check payment eligibility. This is the only signature I remember giving him. Immediately I was told I wasnt eligible. I informed ***** again at this time that I had research to do before as well as I couldnt find my glasses so I couldnt finalize anything. At the end of his visit he said they would be back to get a check within 48 hrs. I told him again I didnt have a lump sum. I assure you I wouldnt and couldnt give anyone a 70k dollar check. That is ridiculous. Nobody came to talk to me during that 48 hours so I assumed nothing was moving forward as they claimed to need money first and I hadnt passed the credit check. Next thing I knew I was being told Lumio was moving forward on the sale and installation and had bought permits from Puget sound energy. The home nor the power bill were in my name at that time. When he left I was under the impression that it had ended with the credit check ineligibility. I never was clear as to why they were sending someone to my house to collect such a large amount of money and if needed planned on telling whoever came for money I couldnt pay. I have all my texts to ***** stating I dont have that kind of money so I couldnt continue. Now they are saying they have bought permits, measured and cut panels for the house. Nobody ever indicated the house was being measured or permits were being bought. I learned once I started getting harassing texts stating they were sending me to collections for the charges up to then. I feel he used high pressure sales tactics because I told him I had to research other companies and speak with a neighbor who has Lumio products. At no time was this sale ever finalized. Also others have been trying to pressure me into say yes to installation but I continue to decline and say I dont have the funds. Id appreciate any help you can give to stop the harassment.

  Business Response

  Date: 12/05/2023

  Hi ******, we have confirmed that your project has been cancelled without any fees due to having no funding secured. Please don't hesitate to reach out to *************************************** with any other questions. 

• Initial Complaint

  Date:12/04/2023

  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.

  Failure to finish the job that was started, destroying my house in the process.

  Business Response

  Date: 12/11/2023

  Hi *****, thanks for reaching out. Our team has been in contact with you throughout your project and kept you updated on the home damage repairs. The contractor will be reaching out to you directly to schedule the repairs. Please reach out to your account manager with any questions in the meantime. 

  Customer Answer

  Date: 12/20/2023

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

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20957465
  
  I am rejecting this response because:I would like to have my case reopened because I have not had any contact with Lumio about anything they intend on doing to fix the mess THEY created!!!!!
  Sincerely,
  
  ***********************

  
  

  Business Response

  Date: 01/10/2024

  Hi *****, our team is currently waiting for the estimate from the contractor. Once received, we'll get the work scheduled. Please reach out to *************************************** with any questions in the meantime. 

  Customer Answer

  Date: 01/11/2024

   
  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:12/03/2023

  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.

  On July 11, 2023. ***** R***** with Lumio came into my home and met with me and my wife. When we asked ***** what our monthly payment would be for solar panels that he was trying to sell us, he said the only payment would be the lending company for the solar panels. My wife and I asked him 3 times to confirm this and each time he said we would only pay for the panels. Well, after the contract was signed and the install was done, we were told by the installer that we would have the loan payment for the panels AND still have to pay our electric provider as well. I am furious! This person came into my home, flat out lied to me and my wife not once but 3 times. This is a deceptive trade practice and there are laws to protect consumers against such illegal activity. As a result, I now have a payment for the solar panels and still have to pay my electric company which it NOT what we were told when we were convinced to sign the contract based on a lie.

  Business Response

  Date: 12/11/2023

  Hi *****, our team has been in contact with you regarding your complaint and have informed our sales compliance team of your experience with your sales representative. We have also clarified questions regarding your utility bill. Please reach out to ********************** with any further questions. 

• Initial Complaint

  Date:11/30/2023

  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.

  In April *************************************************************************************** June I did the online trouble shooting and they told me to give it 30 days for the data to upload. Since then my solar panels have continued to not work and I put in another ticket in September to have a technician come and fix the issue. I have called every week requesting an update or a time frame on when the issue will be fixed and every time they put me on hold and then tell me that the scheduling department is not available and that someone will cal me back but they never do. It has been 6 months of paying both an electric bill and the solar panel bill and 2 months of receiving no actual help or information in regards to my issue.

  Business Response

  Date: 12/05/2023

  Hi ******, thanks for bringing this to our attention. Our team has left you three voicemails, one text, and one email to get ahold of your regarding your complaint. A technician did go out on November 13th to repair the panels and we show they are operating correctly now. Please give us a call, email, or text back with any further questions. 

• Initial Complaint

  Date:11/27/2023

  Type:Billing 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.

  Seller rep told us we would have solar power to cover all our electric needs with excess power being sold back to electric company. Panels were installed.as contracted. Since that time we have received credit on only the first payment in May. From there electric bills have gone up but we have never received any more credit from the electric company. We were also told there would be an amount given to put into savings with this loan. (about $6,000 to $7,000). That never showed up. Our payments are $189 a month and will go up significantly next year. We cannot see a savings of $100 a month on our electric bill.

  Business Response

  Date: 11/29/2023

  Hi ***** and and *****, our team has been in contact with you regarding your complaint. We have requested your utility bills to perform a consumption audit of your home and production audit of your system. Please send those to us at your earliest convenience. 

  Customer Answer

  Date: 12/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:All documents were scanned and sent directly to the business on Wednesday, November 29, 2023 and received and acknowledged by Tonya J***** with the comment "Thank you. I will pass these along to my team to do the audit for you."
  
  
  Sincerely,
  
  
  
  ***** And ***** ******

  Business Response

  Date: 12/04/2023

  Hi ***** and *****, our team has reached out to let you know that we will be doing a production audit of your system while you look into a buyback program. Please reach out with any questions in the meantime. 

  Customer Answer

  Date: 12/07/2023

  
  
  Better Business Bureau:
  

  Our stand is that the salesperson misrepresented the company and that the company should hold that salesperson accountable.  Because we were cheated out of several months worth of buyback we are out even more money than the original contract states, and other unkept promises, we do NOT recommend this company to anyone. BEWARE the salesperson will promise so much but Lumio and Good Leap will not follow through on those promises.

  
  Sincerely,
  
  
  
  ***** And ***** ******

• Initial Complaint

  Date:11/22/2023

  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.

  On November 18, 2022, I signed a contract with Lumio HX, Inc to install solar panels at my residence. The complaint is that I entered into a contract to install solar panels and I offered to pay the $31,442 of the quoted cost up front and was told that I could finance that, and pay it off at any time. It was not explained the method in which they were going to calculate the payments, so that the total interest of the note was calculated up front, so that if I went forward with financing, it would cost the total of 25 years of interest, even if I chose to pay it off early. If I had known by deferring my decision just to pay the $31,442, that I was making a $17,000 mistake, I would not have done so. It was not disclosed that total interest would be included in the monthly payment, set out over 25 years. I would like the opportunity to pay Lumio the quoted cost of $31,442 plus any interest accrued since the financing, and be done with this transaction. If I would have been informed of what actually occurred, I would have insisted on paying $31,442 total upfront as I had those funds available in cash, but I was encouraged to finance by ***************************** *************) and ************************* *************), without being disclosed about the total interest. I will be grateful if this could be resolved, but my second obligation is to prevent this from happening to someone else. Additionally, I did reach out to Lumio along with my personal financial advisor and they refused to allow the advisor to remain on the phone to work out a solution, despite that I was on the call and gave my permission for the company to talk to him.

  Business Response

  Date: 11/28/2023

  Hi ****, thanks for reaching out. Our team has been in contact with you regarding you concerns. We have done a three way call with your financier and advised you talk to a tax professional. We found an old install agreement for you that wasn't signed, but showed $41,830 for a cash deal. We recommend talking to a tax professional as that *** be the difference in cost that you are referring to. Please reach out with any further questions. 

• Initial Complaint

  Date:11/21/2023

  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.

  Hello, and thank you for your time. In Jaunary Lumio came around the neighborhood of my Father in Huntington Beach Ca. They were selling roofs with solar. At that time my father had signed a contract and gave them a check for 1000 dollars for a deposit for a roof. After my father calling me to tell me what had happened, I asked what the cost would be. It first started around 30k, the next day the price increased to 40k. And after feeling that my father with a brain injury who is elderly was being taken advantage of. For one a roof that was much more than market cost. And secondly he had no need for salary as his energy bill is 60$ a month. I contacted Lumio and after spending endless time on the phone was told that due to his age and the time frame in which we contacted them that the contract would be canceled and no further action would take place. And that they would not cash the deposit check he had sent. This was all in January 2023. After taking over my fathers accounts recently. I was reviewing his checking and noted that they did cash the check. And due to the time that has passed, my bank was unable to take action for me. And since I thought this issue was resolved I had thrown away previous correspondence between the lumio rep and myself, so I am unable to reach back out to them with evidence to them. I would appreciate a refund in the amount of the 1000k that was essentially stollen from a brian injured ederly man. Thank you. Please see attached cashed check.

  Business Response

  Date: 11/27/2023

  Hi ******, thanks for bringing this to our attention. Our team has been in contact with your daughter and provided her an update refund. Please reach out with any other questions in the meantime. 

  Customer Answer

  Date: 11/28/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, it states that they have provided me a update with the refund. I am not sure what they meant by this. I have not yet received a refund. If they are sending a refund then yes that is satisfactory to me. But I would prefer to leave open until received. Thank you for your help. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:11/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had solar panels installed on the house without the company following through with their promise to get *** permission first and this has caused us to go into litigation with the *** because we cannot pay our dues until the situation there is resolved. Next our panels were installed in Jan of 2022 and were not turned on until 10 of 2023. I have been making loan payments on said panels since March of 2022 and a high electric bill on top of the loan payments. I spoke with ***** in September of 2023 and he told me that the panels were not on and that once they were turned on Lumio would issue me a check for the amount of time they were suppose to be turned on which is ***** months and they only cut a check that I have not seen yet for 6 months of payments, I want a reimbursement for the no more than 18 months the panels have been on the house as well as any fees paid to the *** because of this issue as well.

  Business Response

  Date: 12/01/2023

  Hi ****, our team has attempted to connect with you regarding your concerns. Please give them a callback as your cooperation is essential in getting this resolved. We have made numerous attempts to work with you to get your HOA approval completed but you have been unresponsive. We have attempted working directly with your HOA but they don't allow it. Please work with us to get this resolved.