Complaints

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

close

Find a Location

Lumio has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Lumio

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

• 

  Lumio HX, Inc.

  12600 Challenger Pkwy Ste 200 Orlando, FL 32826

• 

  Lumio

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

• 

  Deca Living

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

• 

  Deca Living

  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:10/16/2023

  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.

  This company scammed me with false promises, guaranteed the sizing of panels I actually had extra ** els installed and now I'm paying 2 bills electric and panel , and they set the loan to a lien on my house which I was unaware I would have never agreed to those terms

  Business Response

  Date: 10/18/2023

  Hi ******, our team has been in contact with you regarding your complaint. We are working on a consumption and production audit of your system and will email you the results once complete. We are also working on getting a service appointment scheduled to review the ** mirroring issue. 

• Initial Complaint

  Date:10/13/2023

  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.

  On June got my solar panels installed, stopped working in August 19th, got an error saying low solar production which is ridiculous during Californias summer. I tried contacting Lumio West as instructed in the app and turns out the phone number listed is disconnected, the email listed bounced back as an invalid email. I called the ***** number at the end of September and a ticket was created and was told the Admin would reach out, but no luck. Reached out to my sales rep and he has been trying to get someone to call me back to schedule maintenance. Its now mid October, I am paying for the solar panels And my full PG&E bill because after calling PG&E I was told that I was never activated, called Lumio again and was told that I cant be activated until the panels get fixed and I buy a new meter. I feel this is a breach of contract as along with the panels I paid for maintenance for the next 20+ years. The ***** number I called told me to call Lumio West, and when I told them the number is disconnected I was told I dont know what else to tell you, thats the only number I have on file

  Business Response

  Date: 10/17/2023

  Hi *****, our team has been in contact with you regarding your concerns and has submitted your reimbursements. We're currently awaiting your city for the next step of your solar project. Please reach out to our team with any questions in the meantime. 

• Initial Complaint

  Date:10/13/2023

  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.

  I made the mistake of going into contract with these people for a $60,000 solar unit. It has been a year now I still don’t have the unit up and running and they have the audacity to send me a past due balance. They’ve been out to my house multiple times unprepared. They damaged my property. I have solar panels on my roof for about six months now that still aren’t hooked up because of issues with FPNL per Lumio. They told me the last time they were here FPL was only available to come back on 13 October which is tomorrow. I have emailed multiple times that no powerlines have been fixed and now they’re telling me the day before the appointment that I’m supposed to have handle having powerlines fixed, which is not what I was told , they were supposed to handle everything. I want the solar panels off of my roof and I want my $30,000 plus refunded to me along with the repairs from them stopping all over my attic and smashing my AC ducts.

  Business Response

  Date: 10/23/2023

  Hi ****, thanks for reaching out about this. Our team has left you a voicemail with the status of your project and next steps—we are waiting on FPL to replace burnt wire. We are also waiting on the invoice from your landscaper to fix the sprinkler in the front yard. We were not aware of any AC damage but if you could please send details and pictures over to ********************** we'll be able to look into it further and address.

• Initial Complaint

  Date:10/13/2023

  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.

  In February 2022 we were sold solar panels from Lumio Solar. The salesman sat at our kitchen table and told us we would never have an electric bill again as we were purchasing enough solar panels to cover 110% of our usage. After months of paying for solar panels that were not installed at all and then not installed correctly and having to contact them numerous times for service we finally reached a point that we were told everything was installed and functioning properly but that has never been the case. Since day one we have continued to have an electric bill that is in the same range as it was before we ever had solar installed. So we have been paying an electric bill of approximately $200 a month and a solar bill of $223.91. The amount of these solar panels was $74860.73! We financed that much money to have something put on our house that did absolutely nothing for us other than double the amount of money we are paying each month. We want these panels removed from our home and a full refund of the amount we have paid in since we were sold these fraudulent panels. If we can not establish a resolution that dissolves us from continuing to pay double what we would have had we not been conned by a Lumio salesman we will seek a lawsuit. We have already had our attorney send them a demand letter that was ignored.

  Business Response

  Date: 10/23/2023

  Hi *********, thanks of reaching out. We have performed a production audit of your system and show that it is producing within industry standards of the amount on your contract, production audit attached. We have offered to perform a consumption audit as well, but would need your utility bills to do so and you have not provided those to our team. Please send those to our team if you would like to have the consumption audit performed, otherwise, your system is producing as expected. 

• Initial Complaint

  Date:10/11/2023

  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.

  On September 3rd we signed a contract for a 15.2 kW system comprised of 38 panels. We provided a down payment in the form of a check for $5000. We were approved for financing for $80,897.10. Within 3 business days, we decided to terminate the contract. We did more research and the product itself would have voided our existing roofs warranty, and ultimately was not a good fit in our mind. There are a few other little things I can mention about a level of disingenuousness throughout the sales process, but for now I'll keep it about us terminating the contract. We exercised our right laid out in the contract and followed the procedure in the appendix. We sent the email to *************************. We received no response. I called a few days later to confirm, and was able to reach someone in customer support to express that I had terminated the contract. Regardless of that fact, every 3 days I was still receiving a request for down payment (even though I'd already handed off the check). A note here, I did enact a stop payment on the check on the same day I had terminated. For about 3 weeks I ignored the emails, and then after I was annoyed enough (Customer Service told me they'd stop), I went in and declined to sign, and submitted the documents. After that, an individual tried calling me concerned about the project going forward telling me it was in jeopardy of default, and then sent an email. I responded explaining I'd already terminated the contract. John then informed me that I'd need to call someone named Shelli or risk going to collections. I responded to this email requesting a call (among being frustrated about the threat of collections). I never received a response. Two weeks later I followed up, due to the threat of collections, to see if the situation was resolved. John then proceeded to tell me I needed to set a meeting with another person, and then scheduled me for a meeting during the middle of a work day. I am incredibly frustrated with this ineptitude.

  Business Response

  Date: 10/18/2023

  Hi *******, we appreciate your feedback and have passed it along to the appropriate teams and leadership. Your account is cancelled and there are no fees as you cancelled within your 3 days. Please let us know if you have any further questions. 

  Customer Answer

  Date: 10/19/2023

  
  
  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, if the response from Lumio is in fact true. I received a voicemail using the word "should" when talking about being cancelled with no fee's. If I find this to be untrue in the future, I'll open a new case.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/10/2023

  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.

  I had panels installed in May of 2023. I was promised an incentive and 90 day process of making sure panels are in working order. I have made 3 loan payments now on solar panels that are collecting 750 kwh a month when I was promised **** kwh a month. I have to.call main office every week and I get different answers each time and am.told it's all still pending. There's always someone new working and the employee turnover makes it impossible to keep contact with a rep.

  Business Response

  Date: 10/12/2023

  Hi ******, thanks for reaching out. Our team has been in contact with you regarding your complaint and explained the transition period to you, as well as confirmed that you are enrolled in a buyback program. Additionally, we are working on expediting your reimbursement. Please reach out to our team directly with any further questions. 

• Initial Complaint

  Date:10/10/2023

  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 was contacted by a door to door salesman that long story short he said that I would be producing 102% with the solar panels and that I would not receive an electric bill besides keeping the electric line open. That has never happened, so I feel as though they falsely sold me their product for starters. And secondly I have had to file a total of two damage claims due to a bad installation that has resulted in my roof leaking and damaging the roof and drywall inside for water damage. For the first damage claim it took over a month for any information to be dispersed to me until one day the contractor called me and said that he was coming to inspect it with no further communication from Lumio. When I was speaking with the contractor he said that I would need to file a second damage claim to get the drywall replaced or repaired due to water and mold damage. I contacted and submitted the damage claim on August 23rd and I have not had any further communication besides numerous emails to them asking for an update. I also had received a email stating that they would provide more panels because of them not producing the way they intended and I have not received them nor any updates on it.

  Business Response

  Date: 10/12/2023

  Hi *****, thanks for reaching out. Our team has been in contact with you regarding your complaint. We have requested additional pictures of the damage from you and a review of your system from our team. We'll follow up with you directly with an update. 

• Initial Complaint

  Date:10/10/2023

  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.

  I have been working with Lumio for over a year (since before SEP 2022) to complete a solar panel install issue that has been ongoing. I have had a signed contract since March 2023 for the correction to the original project. To date, permits have NOT been submitted, I have been assigned to no less than 4 different project managers, and zero progress has been made. If I ask a question, they simply drag out a generic answer and provide zero assistance. I have to ask the same question multiple times and still get no direct answer. Whenever I ask for a return call or to speak with a supervisor, I am told that their supervisor does not work on this type of work (expansion).

  Business Response

  Date: 10/10/2023

  Hi *****, our team reached out today and informed you that the permits were submitted today and once approved, we will be in touch to schedule installation. Please reach out to our team with any questions in the meantime. 

• Initial Complaint

  Date:10/10/2023

  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.

  On April 11 2023 I received 22 solar panels to the roof of my new build house. I called and let them know that I think I might have roof damage the next day. They just assured me it wasn’t with no inspection. My solar was off for 4 months because they only communicate with me by email for the set up of a very expensive installation that controls my home. It was put up before approval because my neighbor signed up first and they were there already stated Lumio. They rushed and did mine same day. I came home late and it was UP. I called and emailed for assistant only to be ignored. I ended up paying a higher electric bill plus a loan. I was told solar would lower my bill but it’s 6 months later and I’m still paying 2 bills. I have asked for a production review to see what it will take to lower my bill .The sales person is very crooked and misleading. When I did get Lumio on the phone I talked with Genesis and she stated a 2 month credit reimbursement submitted information to her and NOTHING. Call the finance people Goodleap and they could not help me neither showed any credit .They just want they money. Solar is a good idea just don’t pick Lumio.

  Business Response

  Date: 10/17/2023

  Hi *******, thanks for bringing this to our attention. Our team has been in contact with you regarding your concerns. We have created a case for shingle repairs and your reimbursements were sent to you last week. Please don't hesitate to reach out to our team with any further questions!

  Customer Answer

  Date: 10/18/2023

  
  
  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:10/09/2023

  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.

  In 2021 I had a whole house generation installed on my property. Everything went smoothly until it came time for the final inspection. We are now in 2023 and the finial inspection has yet to be done. There is currently a lean on my property because the company failed to pull the permit. At this time I have contact the City of *********** and they have not heard from anyone at Lumio ( formally AKE) since 2022. All I asking is for Lumio to do is apply for a new permit ,get the inspection done , and pay the fees from the lean that was imposed on my property. I have emailed ******************************* several times and only heart back from him on 08/10/2023 and still nothing has been done nor has he answered any follow up emails .

  Business Response

  Date: 10/18/2023

  Hi ******, thanks for reaching out. We are working on getting the new permit and will reach out to you with an update once available.