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

• 

  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

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:10/09/2023

  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. 

• Initial Complaint

  Date:10/09/2023

  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 Ferurary of 2023 one of the Lumio sales assosiates, Jane T*****, told me verbally over the phone that they would send me a reimbursment check of $700 to help cover the costs of our true-up electricity bill since the sales rep that had originally sold us our solar panels had estimated the incorrect number of panels that we needed. In April of 2023, she confirmed in an email that the check was waiting for approval. I reached out again in May and she said it was still pending approval. In July she said it had been approved and that I should be receiving the check soon. In August I notified her that we never received the check and she said she would look into it and then get back to me. It is now October and we still don't have the check. I have reached out to her several times and have not received any reply or status updates on the reimbursment check. At the beginning of October I reached out to some of the executive staff at Lumio to see if they could help me and I haven't received a response yet.

  Business Response

  Date: 10/11/2023

  Hi *******, thanks for reaching out. A member of our team has been in contact with you to clarify the reimbursement amount and our accounting team sent that to you today. Please reach out to ********************** with any further questions.

• Initial Complaint

  Date:10/09/2023

  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.

  To whom it may concern,
  
  ?Act.# **********
  
  Salesman Tyson was, knowledgeable, pleasant, and respectful.
  
  We all agreed, on what my wife and I needed, to be conscientious ECO citizens.
  
  That was to pay $115.00/mo. to Lumio, (“much better than the $250 we average now”) to design and
  
  install a system that would cut our energy bill in half.
  
  He said that the $115 could increase 1.9% yearly.
  
  Contract was signed, I believe, on his iPad........................04/10/2023
  
  The schedule went as presented, and better than expected.
  
  Equipment was installed....................................................05/01/2023
  
  “Two-way” FPL Meter was installed...................................05/17/2023
  
  BUT THEN……
  
  ?Where did my Brevard County “waiver of permit fee, $ 250.00, to be realized by Property Owner” go?
  
  ?Why can’t I get my app to show me Consumption like the ad shows?
  
  ?Panels started producing 05/18/2023
  
  ?I had to pay FPL for all of May…………………………………………. $ 228.00
  
  ?I had to pay FPL for all of June…………………………………………. $ 241.00
  
  ?I had to pay FPL for all of July…………………………………………... $ 251.00
  
  I had to pay FPL for all of August ..........................................$ 252.00
  
  I had to pay FPL for all of Sept...............................................$ 283.00
  
  Now I must pay all of OCT......................................................$ 265.00
  
  What’s going on, who is getting the free electricity?
  
  
  
  I never got a hard copy of my contract.
  
  I requested one from Lumio and was told to contact Enphase..................................09/25/2023
  
  Enphase told me to contact Sunnova. WHO??????
  
  Sunnova sent me a copy, with electronic signatures.
  
  I NEVER AGREED TO PAY $54,429.96 FOR A “MAYBE” $20K PROJECT, ESPECIALLY CONSIDERING FEDERAL/STATE REBATES.
  
  WHY WOULD I SIGN A CONTRACT THAT WOULD END UP MAKING ME PAY MORE THAN I AM NOW?
  
  I have made weekly requests for help, phone calls and emails for the last five months.
  
  The three answers I received, all ended with “I’ll look into it and get back to you.” Still Waiting.........
  
  
  
  I’M DONE, I’M OUT, I’M FINNISHED.
  
  I ADMIT THAT I’VE BEEN SCAMED.
  
  I FEEL THAT YOU HAVE DEFINATLY BROKEN OUR CONTRACT.
  
  I WILL PAY YOU A REASONABLE AMOUNT TO COME AND TAKE ALL YOUR PRUDUCTS BACK.
  
  IF YOU WON’T DO THAT, I WILL REMOVE YOUR PRODUCTS FROM MY PROPERTY TO THE CURB, OFF MY PROPERTY.
  
  
  
  Regretfully,
  
  ***** *****   10/08/2023

  Business Response

  Date: 10/18/2023

  Hi *******, thanks for reaching out. Our team has been in contact with you regarding your complaint. We have provided your contract to you and are looking into your system's production. Please reach out to our team with any further questions. 

  Customer Answer

  Date: 10/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:To whom it may concern, 
  ?Act.# ********** 
   Salesman Tyson was, knowledgeable, pleasant, and respectful. 
   We all agreed, on what my wife and I needed, to be conscientious ECO citizens. 
   That was to pay $115.00/mo. to Lumio, (“much better than the $250 we average now”) to design and
   install a system that would cut our energy bill in half. 
   He said that the $115 could increase 1.9% yearly. 
   Contract was signed, I believe, on his iPad........................04/10/2023 
   The schedule went as presented, and better than expected. 
   Equipment was installed....................................................05/01/2023 
   “Two-way” FPL Meter was installed...................................05/17/2023 
   BUT THEN…… 
  ?Where did my Brevard County “waiver of permit fee, $ 250.00, to be realized by Property Owner” go?  
  ?Why can’t I get my app to show me Consumption like the ad shows? 
  ?Panels started producing 05/18/2023 
  ?I had to pay FPL for all of May…………………………………………. $ 228.00 
  ?I had to pay FPL for all of June…………………………………………. $ 241.00 
  ?I had to pay FPL for all of July…………………………………………... $ 251.00 
   I had to pay FPL for all of August ..........................................$ 252.00 
   I had to pay FPL for all of Sept...............................................$ 283.00 
   Now I must pay all of OCT......................................................$ 265.00 
  What’s going on, who is getting the free electricity? 
  
  I never got a hard copy of my contract. 
  I requested one from Lumio and was told to contact Enphase..................................09/25/2023 
  Enphase told me to contact Sunnova. WHO?????? 
  Sunnova sent me a copy, with electronic signatures. 
  I NEVER AGREED TO PAY $54,429.96 FOR A “MAYBE” $20K PROJECT, ESPECIALLY CONSIDERING FEDERAL/STATE REBATES.
  WHY WOULD I SIGN A CONTRACT THAT WOULD END UP MAKING ME PAY MORE THAN I AM NOW?
  I have made weekly requests for help, phone calls and emails for the last five months. 
  The three answers I received, all ended with “I’ll look into it and get back to you.” Still Waiting......... 
  
  I’M DONE, I’M OUT, I’M FINNISHED. 
  I ADMIT THAT I’VE BEEN SCAMED.
  I FEEL THAT YOU HAVE DEFINATLY BROKEN OUR CONTRACT.
  I WILL PAY YOU A REASONABLE AMOUNT TO COME AND TAKE ALL YOUR PRUDUCTS BACK. 
  IF YOU WON’T DO THAT, I WILL REMOVE YOUR PRODUCTS FROM MY PROPERTY TO THE CURB, OFF MY PROPERTY.
  
                Regretfully, 
                                ***** ***** 
  
  
  
  10/08/2023
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 10/24/2023

  Hi *******, attached is your signed contract, which we have also emailed to you. Additionally, we have attached a production audit of your system which shows that it is producing as expected. Lastly, we have attached confirmation that the $250 was waived. Please reach out with any further questions.

  Customer Answer

  Date: 10/27/2023

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

  To
  whom it may concern, 
  ?Act.# ********** 
   Salesman Tyson was, knowledgeable, pleasant,
  and respectful. 
   We all agreed, on what my wife and I needed,
  to be conscientious ECO citizens. 
   That was to pay $115.00/mo. to Lumio, (“much better than the $250 we
  average now”) to design and
   install a system that would cut our energy
  bill in half. 
   He said that the $115 could increase 1.9%
  yearly. 
   Contract was signed, I believe, on his
  Ipad........................04/10/2023 
   The
  schedule went as presented, and better than expected. 
   Equipment
  was installed....................................................05/01/2023 
   “Two-way”
  FPL Meter was installed...................................05/17/2023 
   BUT
  THEN…… 
  ?Where
  did my Brevard County “waiver of permit fee, $ 250.00, to be realized by
  Property Owner” go?  
  ?Why
  can’t I get my app to show me Consumption like the ad shows? 
  ?Panels started producing 05/18/2023 
  ?I
  had to pay FPL for all of May………………………………………  …. $ 228.00 
  ?I
  had to pay FPL for all of June…………………………………… ……. $ 241.00 
  ?I
  had to pay FPL for all of July…………………………………………... $ 251.00 
   I
  had to pay FPL for all of August ........................................................$
  252.00 
   I had to pay FPL for all
  of Sept............................................................$ 283.00 
   Now I must pay all of
  OCT...................................................................$ 265.00 
  What’s going on, who is getting the free electricity? 
  
  I
  never got a hard copy of my contract. 
  I
  requested one from Lumio and was told to contact
  Enphase..................................09/25/2023 
  Enphase
  told me to contact Sunnova. WHO?????? 
  Sunnova
  sent me a copy, with electronic signatures. 
  I NEVER AGREED TO PAY $54,429.96 FOR A
  MAYBE $20K PROJECT, ESPECIALLY WITH A FEDERAL/STATE REBATE.
  WHY WOULD I SIGN A CONTRACT THAT WOULD
  END UP MAKING ME PAY MORE THAN I AM NOW?
  I
  have made weekly requests for help, phone calls and emails for the last five
  months. 
  The
  three answers I received, all ended with “I’ll look into it and get back to
  you.” Still Waiting......... 
  
  I’M
  DONE, I’M OUT, I’M FINNISHED. 
  COME AND TAKE ALL YOUR PRUDUCTS BACK. 
  IF YOU WON’T DO THAT, MY CREW WILL REMOVE YOUR PRODUCTS FROM MY
  PROPERTY TO THE CURB, OFF MY PROPERTY.
  
               
  Respectfully, 
                                ***** ***** 
  
  
  
  

• Initial Complaint

  Date:10/07/2023

  Type:Sales and Advertising 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.

  Lumio has frequently solicited at my address. I have requested they stop coming. They returned multiple times and ignored my no soliciting sign and persisted despite me expressing no interest.

  Business Response

  Date: 10/09/2023

  Hi *****, thanks for bringing this to our attention. We have added your address to our do not knock list and have provided this information for our sales compliance and leadership teams. Please do not hesitate to reach out to ********************************** with any further details or questions. 

  Customer Answer

  Date: 10/11/2023

   
  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:10/04/2023

  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.

  In February 2023 Solar Panels were installed on my home by Lumio. The salesman ****** told me they would produce 95% of my power needs. I am now 9 months in and the panels are producing less than 50% of my power. I am now paying both electric and solar panels. The panels were completely nonfunctional for 2 months, which they are supposed to refund me for. I have been waiting for over 2 months for that refund. I have called customer service 20+ time and asked for a supervisor. They have promised me they would call back each time, but never have. I also need a refund for ******** electric bill as the panels did not produce enough power. I have been unable to get anyone to address this issues even after emailing the bill as requested. I need my refund for the 2 months the system was non operational and I would like to have the additional refund sent with this one to avoid waiting another 3 months. I am not receiving what was promised to me by your sales team, and your customer service is terrible.

  Business Response

  Date: 10/11/2023

  Hi *********, our team sent your reimbursement today. Please reach out to *************************************** with any further questions.

  Customer Answer

  Date: 10/13/2023

   
  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:10/04/2023

  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.

  Lumio called us months ago offering about $500 until we hit our one year **** to get a re assessment. She stated it would be expedited but actually took months. Which ended up being fine but dont promise or say things you can not fulfill. Seems to be a common issue with this company.Secondly she was supposed to get in touch with us once it hit the year **** in august and it is now October. We called everyday for a week but never connected to a manager, always got a run around, never a call back except to do a survey. 2 representatives lied and said they called but were sent to voicemail yet no missed calls or voice/email as requested. Again lumio had originally reached out to us promising these things but never following thru and then not returning calls or emails. Lumio needs to do the right thing or maybe do not say or promise things you can not or will not do.

  Business Response

  Date: 10/10/2023

  Hi *******, we spoke to your wife earlier today and will be performing a comprehensive system review of your system to determine why you are receiving high utility bills. Please continue working with our team until this is resolved. 

• Initial Complaint

  Date:10/03/2023

  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.

  Purchased panels approximately 5 years ago and were doing fine for first one but since having them installed and reinstalled they have given me problems in not producing what was advertised. Every time I call, I am being told there will be a technician to check them out. They have sent numerous techs out and every time it seems to be a different story from communication, filters needed for system, installation mess ups, panels are cross communicating with others around area and panels installed are outdated. I have asked for transcripts of communications but to no avail. I am paying for these panels and a normal usage electric bill that should be at little to nothing by having these panels. I need these panels either REPAIRED or REPLACED. I have been told there would be reimbursement for them not working properly but have not seen that either. There is no corporate office number to call to speak to a Manager, but only seems to be a service desk "One number fits all" type company. I am told there will be a call back...never happens or they don't leave a message if they do. I need these panels REPAIRED OR REPLACED, tired of throwing money away for rooftop ornaments.

  Business Response

  Date: 10/10/2023

  Hi ****, thanks for reaching out. We have service scheduled for tomorrow, Wednesday October 11. Please reach out to our team with any questions in the meantime. 

• Initial Complaint

  Date:10/02/2023

  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 have had multiple issues with this company over the last year. We were advised by the salesman Max that we would qualify for a tax credit and receive 30% back in our taxes and that our payments would not increase if we put that money toward our balance. This is not true as there is not a tax credit that you get money back on your taxes (I have this conversation in writing) as I advised him prior to signing anything we could not afford a price increase in which he assured me there wouldn't be.
  
  Moving on, we have sustained hail damage to our roof and have filed a claim with our homeowners insurance. We called Lumio to advise them that we would need the panels removed and they advised it would take 6-7 months to get the panels removed and if our roofer who is qualified to remove panels does it that it will void our warranty. We have asked for a supervisor over a week ago and have still not received a call. We called again today and was told as soon as we hung up with the agent that a supervisor would call immediately. That did not happen. We called back just to be told they were out of office.

  Business Response

  Date: 10/06/2023

  Hi *****, thanks for reaching out. Our team has contacted you regarding your complaint and addressed your concerns. Please review section 6 of your signed contract (attached) related to the tax credit. Additionally, per your contract the removal and reinstallation of your panels was not included and would be an additional cost. If you would like to proceed, please reach out to our team for an invoice and once payment is received we will get your removal scheduled within 45-60 days. If you would like to use a different provider for this work, it would void your workmanship and penetration warranty with Lumio because it would then fall under your provider's warranty. 

  Customer Answer

  Date: 10/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have proof in writing that I was promised a tax credit which I did not receive and that my payment would not increase and that's not accurate. We have hail damage on our roof and it needs to be replaced. We should not have to pay to have the solar panels removed in order to replace our roof. This is the biggest scam ever.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 10/17/2023

  Hi *****, our team has been in contact with you about this and reminded you that we do not guarantee the tax credit and that you acknowledged that by signing the contract. We have informed you of the warranty change by using a different company for your removal and reinstallation of panels. We were told by you that there was nothing further to discuss. 

  Customer Answer

  Date: 10/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this company took the written information that I received by the salesman that I would receive the tax credit at which time I could use the money to put towards the loan. They are constantly twisting and turning the information and denying that the salesman said that even though it is clearly written. The gentleman that called me to discuss this was rude and condescending.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:09/29/2023

  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.

  Solar panels installed in January put into service in February. For 4 months the panels seemed to work correctly. In July my city provided electric bill went up to $70 dollars, in August it was $100, and for September $120. Have tried to contact Lumio and the person I talked to twice said that they would let my account manager know, but nothing is happening. I am now paying on a loan for the solar panels and for my electric bill that I was told I would not be paying. No one has contacted me and I have no recourse with solving the problem and getting this system working correctly.

  Business Response

  Date: 10/04/2023

  Hi *****, our team has been in contact with you regarding your concerns. We will be performing a production audit of your system and have provided you with our correct phone number for further questions. 

• Initial Complaint

  Date:09/28/2023

  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 was supposed to receive a monthly reimbursement check for ***** of 2023. I have not received the reimbursement check as of today September 28th 2023. They will not provide a timeline on when I should expect to receive the reimbursement check, nor do they provide information on why it is taking so long. I cannot contact anyone outside of a call center rep who has limited information to provide. The actual account representative who used to work with me won't help anymore. And reps won't or can't pass me along to someone who can provide more detail, or who is in charge of sending reimbursement. I have received an email supposedly from a Lumio manager, but all it told me is exactly what the reps have said, which is "we are working on it, and there is no timeline."

  Business Response

  Date: 10/03/2023

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