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:11/13/2023

  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.

  The solar panels were installed back in august 2022 and since then, the solar panels have not worked correctly. There is a short electrical problem on the wiring system that they have not fixed and have not contacted me to schedule an appointment. I tried calling them and all they tell me is that they will send a technician to fix it. It has been 7 months that they came and left since they didnt have the wiring they need to replace.

  Business Response

  Date: 11/17/2023

  Hi ****, thanks for reaching out. Our team has been in contact with you and confirmed your appointment on Wednesday, November 22. Additionally, we have updated and escalated your reimbursement. Please reach out to our team directly with any questions in the meantime. 

• Initial Complaint

  Date:11/10/2023

  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.

  Contract Issues

  Business Response

  Date: 11/14/2023

  Hi ********, thanks for sharing. Our team has been in contact with you regarding your complaint and are awaiting any proof of your sales representative's promise so we can create and escalate the reimbursement, as well as your utility bills so we can perform a consumption audit. Please continue working with our team until this is fully resolved. 

• Initial Complaint

  Date:11/08/2023

  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'm writing to express my profound dissatisfaction with the $28,000 Lumio Solar System I bought in early 2020. *** promised efficient and reliable power generation, along with a battery lasting up to six days and adequate panel coverage, have been consistently unmet. *** system's persistent malfunctions cause frequent power outages, leaving designated backup rooms powerless.*** battery failure, occurring twice monthly, prompted an astounding ***** support calls and numerous emails to Lumio's team. Unfortunately, these interactions resulted in only temporary fixes, with no long-term solutions provided.*** financial impact has been substantial, with skyrocketing electricity bills contradicting sales promises. On February 16, 2023, we experienced yet another power outage. When seeking Lumio's support, we were informed that a technician would be unavailable for several days, a critical concern for my family, especially with a newborn at risk of breast milk spoilage. In desperation, Lumio's team suggested hiring a third-party technician and submitting the receipt for reimbursement.RR Electric uncovered the root of our issues: improper wiring during Lumio's installation. RR Electric replaced two breakers, the entire cable line, and the covering. Upon completion, they noted the need for Lumio to rewire the entire solar system correctly after reconnecting our power source with ******* our electricity provider.Lumio failed to resolve documented issues despite calls and technician visits. *** wiring remained disconnected, battery was unaddressed. *** support team normalized power outages, while on-site technicians insisted the battery needed to be replaced *** financial burden has become overwhelming. We incurred $7,011.00 in expenses to rectify Lumio's subpar installation and support. As a result, we struggle with high-interest charges on our credit card, making it impossible to pay off the accumulating balance, which has now reached $9,921.39.

  Business Response

  Date: 11/10/2023

  Hi ******, thanks for sharing. Our team has verified that your system is now working and have escalated your reimbursement with our accountant department. Please reach out to *************************************** with any questions in the meantime. 

• Initial Complaint

  Date:11/07/2023

  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.

  November 2022 $40,000 generator No generator to date November 2023 one year waiting on generator. Im paying on a loan with the company for the generator but have never received it.I have called numerous times and emailed. They promise a manager will call me back to date I have not received a return call or email as promised. I would like them to credit my account for the $40,000 plus interest I have paid on the loan to them DID NOT RECEIVE THE GENERATOR. Any help would be appreciated.

  Business Response

  Date: 11/14/2023

  Hi *****, thanks for reaching out. Our team has been in contact with you regarding your complaint and is working on getting a subcontractor scheduled ASAP to install the generator. If we are unable to get this scheduled within two weeks, we will provide a full refund for the generator. 

• Initial Complaint

  Date:11/06/2023

  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.

  On 11/06/2023 at 6:15pm eastern standard time ( dark out) a man by the name of Carson comes to my door and I answered advising I have no soliciting signs at the mail box that are illuminated along with on the door he was standing in front of also illuminated. He advised he was here in regards to FPL bill and the increase and I advised I had just talked to FPL and again informed him I have a no soliciting sign. He stated he wasn’t a salesman.. wearing a black shirt with white Lumio. He stated he had a 7:30 PM appt with the neighbor behind me at **** ****** ***. Lehigh Acres, Fl.33972. I again advised I have company and I don’t feel comfortable with someone uninvited in the dark showing up at my front door.. I don’t feel safe.. he insisted on leaving his name and number on my front door ring camera and advised me to give him a call to set something up.. when I went out to check the premises he was walking the street in the dark. It is a violation and trespassing. Two signs were posted and he continued to be on my property trying to sell me solar.I don’t feel safe with random strangers showing up at my door.. it is extremely unsafe for them and for me to have that occur at dark and with signs posted.

  Business Response

  Date: 11/09/2023

  Hi *****, thanks for bringing this to our attention. Feedback from people like you helps us improve our team so we appreciate you sharing. This has been passed along to our sales compliance team to address with this individual and his manager. Additionally, we have added your address to our do not knock list. If you have anything additional you'd like to share, please email *****************. 

• Initial Complaint

  Date:11/05/2023

  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 6th 2022, we (**** ** ***** and ***** *** ****** *****) signed or entered a contract with Atlantic Key (AKE) Energy Solar for the installation and activation of solar panels for our home. This contract included financing $31,862.07 with Mosaic - financial representative Rafi M**** (please see AKE contract attachment for details). Over the course of a year, there have been multiple visits and work performed by AKE; however, the work performed has not passed city (MDC) inspections. Even so, we have been charged by Mosaic and have been making payments since November 20, 2022. We were never informed of Mosaic's payments to Lumio, and we have not approved any such payments. Since the work has not been completed, AKE promised to refund the monthly payments and refunded November 2022 - May 2023; however, AKE has not refunded the last 6 months (June - November 2023). On November 4, 2023, we were visited at our home by public notary and loan signing agent Sarah *. B****, who presented documents to us for signature. These documents included a new "Notice of Commencement" and a "Hold Harmless" form and a Permit Application. These new documents stipulated that "I furthermore assume responsibility for the correction, if required, of work performed under the permit for which I am requesting cancellation." Additionally, the Permit Application states "WARNING TO OWNERS: YOUR FAILURE TO RECORD A NOTICE OF COMMENCEMENT MAY RESULT IN YOU PAYING TWICE FOR IMPROVMENTS TO YOUR PROPERTY..." We are concerned with these changes, especially since this is the first notice we have received of the formal purchase of AKE by Lumio HX and required changes, amendments, or "cancellation" to our original contract. Please note that all the work conducted in the past year has been performed by personnel from Lumio (with Lumio wear), and to-date the work performed by AKE/Lumio has not passed city inspection; there have been three failed inspections conducted by the city.

  Business Response

  Date: 11/07/2023

  Hi ****, thanks for bringing this to our attention. Our team has been in touch with ***** regarding this complaint and addressed all concerns. Lumio will honor your agreement with AKE and the notary's visit was necessary to update the permit to Lumio. Additionally, we have escalated your reimbursements and expect them to be sent in the next couple of weeks. We have also informed you that the change from AKE to Lumio will not affect your loan agreement with Mosaic and have clarified the quoted clauses you were concerned about. Please reach out to our team with any further questions. 

• Initial Complaint

  Date:11/01/2023

  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.

  Lumio submitted a solar plan to put 11 solar panels in my house and I signed a contract for 11 solar panels to be put in my house. Today only 9 solar panels were put in my house.

  Business Response

  Date: 11/09/2023

  Hi *****, our team has been in contact with you regrading your complaint and learned more about your situation. At this time, all work is complete and we are just waiting for your utility company to give the thumbs up to turn your system on. All proposals and contracts provided by Lumio were for 9 panels. At the end of the call you explained that you need some time and would like to be left alone so we are closing this case out for now. If you have any further questions, please reach out to our team directly. 

  Customer Answer

  Date: 11/09/2023

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

  it was my mistake to do business with a company that has no morals and lack integrity.  You are correct I have no desire to have any contact with Lumio, if anybody from Lumio contact me, I would consider it harassment.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:10/31/2023

  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.

  After initial contact via door knock, we requested no further communication from Lumio as we are not interested in their services. We have requested to be removed from any contact lists 3 times now and continue to receive text messages and calls from them in an attempt to schedule a meeting/consultation. We are not interested and just wish for our contact information to be removed from their database.

  Business Response

  Date: 11/03/2023

  Hi ******, thanks for reaching out. We have added your address to our do not knock list and removed you from our email list. Please reach out to ********************************** with any further questions, or with any details that might help us identify the representatives you've previously spoken to so we can investigate internally. 

• Initial Complaint

  Date:10/31/2023

  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.

  I was told I would not be charged by finance company until project was completed at time of sale in feb 2023. Due to miscellaneous delays and improper code compliance, inspections failed 3 times with each taking over a month to resolve when I had called Lumio the day after each failure for them to fix it. So finance co began charging me in may2023, despite my contacting them and Lumio to tell them project was not completed. Lumio said they would reimburse me for any payments I made until panels were up and working. Panels were not up and working until 7/18/23, which Lumio said they wouldn't file any reimbursement until panels were working so I had to make double payments of electric and panels for 4 months because I had a full July bill due in early august, which both together totaled over$600 a month. So they said they filed reimbursement on July 18, and it would be 4-6 weeks, that passed and I called cus svc who told me it could be actually 8-12 weeks. Its now been 14 weeks and no sign of my 3 months, which should actually be 4, months of reimbursements totalling $843 or $1124. I can't imagine what takes that long and this has stretched my budget when I was trying to reduce my electric bill in the first place. And the reimbursement is in form of an e gift card which I suspect has fees and restrictions on how you spend it but I was told a check payment would take an additional month, which is what I would prefer. I have contacted sales rep and acct manager but have gotten impression they can't do anything about it, acct mgr never even responded to my last contact. Panels work fine although I have had a significant bill for Aug and Sept but I figured panels would make up for it during winter months when ac isn't running all the time, and would build up a credit by next summer

  Business Response

  Date: 11/08/2023

  Hi ****, thanks for reaching out. Your reimbursement was sent to you yesterday. Please reach out to our team with any further questions. 

  Customer Answer

  Date: 11/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received any reimbursement yet. If it was sent electronically I did not receive it, but if by mail I am still waiting for delivery. Your response did not specify how it was sent.
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 11/13/2023

  Hi ****, the reimbursement was sent to ****************** on November 7 and resent on November 8. 

  Customer Answer

  Date: 11/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:you sent it to wrong email both times without checking to make sure email was correct. Email is not ******** but is ********. You transposed the r and f
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 11/15/2023

  Hi ****, we resent this yesterday to the correct email. Thanks. 

  Customer Answer

  Date: 11/17/2023

  
  
  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:10/31/2023

  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.

  Roof was damaged due to the poor insulation of the solar panels. This caused damage and water to come into the house. We have been going around with lumio for a good 3 months about getting the panels removed because we did an insurance claim and our insurance is going to fix the damage and the roof. We have simply requested lumio to remove panels. Their own employee came and inspected the roof and said yes the damage was because of poor insulation of the panels. We are not requesting lumio to fix it or anything we are simply asking if they could remove and reinstall panels correctly. We have spoken to numerous people who continue to give us the run around and I believe that this company is extremely fraudulent and needs to be reported. Since day 1 of having solar panels we have had nothing but issues with Lumio solar. We have also spoken with numerous people who also are having issues with Lumio.

  Business Response

  Date: 11/01/2023

  Hi *****, our team has been in contact with you regarding your complaint and have reduced the price of the removal and reinstall for you. Please continue working with our team directly until this is complete.