Complaints

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

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  Lumio

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

• 

  Lumio

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

• 

  Lumio

  2000 E Lamar Blvd Ste 300 Arlington, TX 76006

• 

  Rising Investments LLC

  2500 Mottman Rd SW Ste 100 Tumwater, WA 98512

• 

  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:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a home rooftop solar system installed in 2014 by SET. 4 of the panels have not been working for the past several months. We have contacted Lumio about having the panels replaced or getting new microinverters. We were told that the microinverters were not available. We have been told that someone would reach out to us to repair or replace the non-functional panel, but have not heard from Lumio for several months.

  Business Response

  Date: 10/06/2023

  Hi ****, thanks for reaching out. Unfortunately we are still waiting on backordered parts in order to service your system. Please continue working with our team to see when these parts will be delivered and service will be scheduled. 

• Initial Complaint

  Date:09/28/2023

  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 June/July of 2021, Atlantic Key Energy (AKE) installed a solar panel system (47 panels) and worked through some initial micro-inverter issues and a roof leak due to installation error, to get the full system up and running. The system has been working, but in the winter it doesn't keep up and I have to pay a sizeable FPL bill, as well as the mosaic mortgage of $192/month. My roof was installed in 2008, and while it is still in good condition with no leaks, the insurance requirements in Florida have changed and I have to replace my roof now for wind & rain mitigation credits.
  
  When AKE sold me the system it was prefaced on the fact that I would have a one-time Remove & Replace option during the life of the warranty. Lumio took over AKE and now they are not willing to uphold this sales point of the agreement. I have tried more than a few times to talk to someone at Lumio, during the first few months of 2023, so I could speak to a real person, but have never been able to after hours on hold. I sent multiple emails to their online Customer Service system trying to get someone to respond. I certainly wouldn't have purchased the system to be installed on a 2008 roof if I couldn't get the Remove & Replace within the following 5 years when the roof finally needed to be replaced.
  
  Finally on 8/29/23 I received an email back from Lumio saying "At the moment we aren't doing any detach and reinstalling of the solar panels but you are more than welcome to shop around and find a contractor who can do this job for you and it will not void your warranty."
  
  I cannot afford to pay thousands more dollars to do this work, which should be done for free, and I responded in response by email to Chalia G******* that this was unacceptable. I also don't believe they won't void the warranty if installation by another firm. I have not heard back from Lumio since that date.
  
  I spent $57,062 on a 14.49 KV system and Lumio should provide the Remove and Replace as agreement supported.

  Business Response

  Date: 10/02/2023

  Hi ***********, thanks for reaching out. Attached is your signed contract with AKE that does not include a free detach and reinstallation of panels. If you have any proof of this being promised, please send to **********************. Otherwise, we would be happy to provide you with an invoice if you would like us to perform the detach and reinstallation. 

  Customer Answer

  Date: 10/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The salesman, Tristan M******* specifically stated in both meetings that we had at my house, in my kitchen, that there was a One-Time Remove & Replace for Re-roofing with this contract.  When he came back the second time, we went through all the parts of the sales agreement that he was offering.  My partner sat with us and witnessed the discussion.  I specifically asked about this detail as my current roof was done in 2008, so I knew it would be needed in the next 5 years or so.  He told me twice, as an answer, to not worry as it was covered.  I'm a construction engineer by degree, so I understand the details of simple home construction.  I understand that this is a high cost item, but so was the $57k I was paying for the package. so it made sense that it was covered.  In addition to my witness, Tristan, the salesman, also requested that we get his manager on the phone to ensure that everything was as it should be, and he said the conversation was being recorded for "my" protection.  They need to discuss this with the Manager, a Mr. Stanger I believe, I didn't write his name down, but he signed the agreement. They also need to review the file for a recorded session of the sales meeting.

  The Lumio "Customer Service" contacted me after I filed this claim, but to date we still have not managed to actually discuss the case in person.  They call from a different number every time and leave a message, which I can't return without sitting on hold for hours. I finally got a customer service representative Chanel G******* to communicate through email, and tried to setup a date and time to discuss the matter, but I was stood up on the meeting for a "family matter".  I have tried to setup another meeting but have yet to get a response.  This was a couple of days ago, October 3rd.  If what they provided to the BBB for this claim is their answer, then I guess I understand why she didn't want to discuss in person.  We shall see if they will setup another meeting to discuss in person after they review this response. 
  
  
  
  Sincerely,
  
  
  
  *********** *******

  Business Response

  Date: 10/09/2023

  Hi ***********, our team has been emailing back and forth with you the end of last week regarding your concerns and have provided you with a discounted rate for removal and reinstallation. Please reach out to our team with how you would like to proceed. 

• Initial Complaint

  Date:09/28/2023

  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 March 2023, I entered a contract with Lumio to install solar panels, for purchase, on my home in inland southern **********. Over the next three months, I was shuffled around between six or seven different individuals. As of the last transition, I was still trying to get complete plans and confirmation that they would be securing all required permits and providing a revised contract based upon changes that had been agreed to in emails. When my outstanding concerns were explained to the latest point of contact (**********************) on June 15, 2023, the response I received June 21, 2023 advised that as of January 2023, two months prior to entering into my contract, Lumio had stopped doing projects involving manufactured homes and that they would be cancelling the project. I was informed that it would take 30 to 60 days to return my $1,000 deposit. I have now been waiting 90 days for them to return my deposit, which they clearly took under false pretenses. Follow-up e-mails to Ms. ******* on August 21, 2023 and September 22, 2023 have gone unanswered.

  Business Response

  Date: 10/04/2023

  Hi ********, thanks for reaching out. Your check was sent yesterday and can take a few days before you receive it. Please reach out to *************************************** with any further questions. 

• Initial Complaint

  Date:09/28/2023

  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 have a system that was installed at the end of 2022 and as of this date, the system is still not working properly. I have had all sorts of issues since the beginning of this process it has been a hassle and a lot of aggravation trying to find somebody who you could speak to, and take care of the problem, I have called on several occasions Ive asked for the chain of command and nobody seems to know who they work for or their boss is or anybody for them to speak to When there is a problem with the system, it takes days to weeks for someone to come out to fix the problem. Every time I speak to someone it is someone different and most of the people that I spoke with no longer works for the company I need to find a way to speak to someone who is responsible and can take care of this problem Once and for all. Every month my electricity bill exceeds the $30 connect fee and they are refusing to take care of this problem or reimburse me

  Business Response

  Date: 10/04/2023

  Hi ******, thanks for reaching out. Our team has been in contact with you regarding your complaint and we have service scheduled for October 12th. Please reach out to *************************************** with any questions in the meantime. 

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The system was installed in December of 2022. Since that time there have been multiple technical issues, each requiring a technician to come out and do the repairs. Sometimes the technician shows, sometimes they never show up and never reschedule. Our system has been wired incorrectly according to Enphase. The system has not produced anything for over 3 months since December. They are supposed to reimburse us for the solar loan payment, however we have yet to see that. Currently the system is not working and a technician was supposed to come out on September 6th. Again they no showed and no called and to date they have not rescheduled. When I call they tell me someone will call me back within 24 hours. Again, no calls have been made to schedule service. Beyond the non-working system, the case around the main switch is cracked leaving the inside components exposed. This box has warnings of electrocution covering it, yet Lumio has yet to repair it leaving my family exposed to the danger.

  Business Response

  Date: 10/04/2023

  Hi ****, our team has been in contact with you regarding your complaint and have you scheduled for service on October 12th. Please reach out to our team at *************************************** with any questions in the meantime. 

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2023, I engaged Lumio to remove and later replace my solar panels so that I could replace a damaged roof. They required I pay a $6300 full payment in advance, which I paid. Panels were taken down last week of June 2023 per agreement.I contacted Lumio the day after my roof was replaced and requested they schedule a re-installation of my solar panels. To date, Sept 26, 2023, I have not heard FROM THEM EVEN THOUGH I HAVE CALL ONCE OR TWICE A WEEK since July. I have now incurred over $900 in electric bills, which I would not have incurred had the panels been reinstalled promptly. All contact with Lumio is through a call center that can not provide me with direct contact information. I find this to be a very shoddy operation and am considering legal action should they fail to correct this situation immediately.

  Business Response

  Date: 10/03/2023

  Hi ******, thanks for reaching out. Our team is out completing the reinstallation right now. Additionally, we have submitted reimbursements for three months of payments for the inconveniences. Please reach out to our team with any further questions. 

• Initial Complaint

  Date:09/26/2023

  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 My Wife and I got Solar Panels installed from Lumio. We also needed a new roof done and Lumio financed the cost of the roof into our total bill and agreed to pay our contractor upon completion. Our contractor who did our roof still has not been paid for the job he did last November and every time I call the company I keep getting the same answers that they don't know why he hasn't been paid and that they will escalate out call and investigate more and give us a call back. We never get called back with a follow-up. We have submitted our contractors paper work three times. the first time when he did the job, the second two times after his companies name changed. Lumio should have all of the information they need to get him paid, but it's been months and he still has not been paid and no answers can be found. If Lumio isn't going to pay our contractor I would like a refund or price adjustment for the amount of the amount our contractor is owed so we can pay him.

  Business Response

  Date: 10/03/2023

  Hi ****, thanks for reaching out. Payment was sent today. Please reach out to our team with any further questions. 

• Initial Complaint

  Date:09/25/2023

  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.

  My solar system has been disconnected & not making any power or paying for any bit of itself for approximately 3 1/2 months. The delays can be directly linked to the lack of manpower at Lumio to address issues such as panel ****************************** took several weeks for Lumio to have a team come out & get the panels detached so my roof could be fixed. Now my roof is fixed & I have called Lumio 3 times in the past 13 days to try & get my panels reinstalled & the 2 that got damaged replaced. I was told today 9/25/23 for the first time that it will take ***** business days to get on the schedule. The rep I talked to could not tell me if that was from my original day of calling 9/12 or from today. Additionally, it may take up to another 30 business days for the work to be completed.That is up to another 90 business days without any sort of power being created by my solar system that is directly related to the business practices @ Lumio.I had to already pay for the detach, *********************** before they would even schedule my detachment so Lumio has my money that I would need to even attempt to find someone else to do the work for me.Their complete lack of managing their work force has directly impacted ******** my solar system will potentially go 180 days or more without being able to generate any power. But of course I still am & will continue to have to pay for the loan I had to take out to buy the panels in the first place.I am being placed in a situation where I have an increased financial burden that is a direct result of Lumio's business practices.

  Business Response

  Date: 10/02/2023

  Hi *****, thanks for reaching out. Most companies take up to 6 months to complete a removal and reinstallation. We are working on getting your reinstall scheduled but don't have a date yet. Please continue working with our team until this is complete. 

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20653843
  
  I am rejecting this response because:

  I actually reached out to multiple companies in the ********** Worth area when I was getting the run around originally. I wanted to see if maybe there just was some large backlog every where.  Each one I called could get a crew out within the week.

  The issues are the fact that I have already paid the invoice with Lumio for the services and the warranty that was in the original contract is only good if Lumio does the service.

  Now if I decide to go with a different company I'll have to deal with a much reduced warranty. The original was for 25 years and the other companies I called offered 5 years.

  I either have to just sit and wait and eat the cost of my solar system for a few more months or I have to get a much shorter warranty from a different company.

  What I don't understand is why it takes so long for Lumio to even schedule the services when multiple companies I called offered a much quicker timeframe.

  I'm the one getting the short end of this stick paying for a large solar system that doesn't work on top of a full electric bill. All this during the part of the year that is the hottest on top of the sunniest.

  I feel like it would only be fair for Lumio to pay me for the loan payments on my system for the months that I have to wait for them to get the panels reinstalled. 
  
  Sincerely,
  
  ***********************;

  Business Response

  Date: 10/10/2023

  Hi *****, our team has contacted you to let you know that we are working on getting this scheduled in the next few weeks. Unfortunately, we haven't been able to schedule it for a specific date yet, but BBB requires us to respond within a certain timeframe. Our team will reach out to you directly as soon as it is scheduled. 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20653843
  
  I am rejecting this response because:

  There is no reason to close out my complaint until the panels have been reattach.

  Sincerely,
  
  *************************

  Business Response

  Date: 10/18/2023

  Hi *****, we understand that you want to keep this open until it is complete. However, BBB requires us to respond within a certain timeframe regardless of if there is an update or not. At this time, we are working on getting you reinstallation scheduled and will reach out to you directly to do that.

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20653843
  
  I am rejecting this response because:

  I am not going to close this complaint until the source of my complaint, my solar panels being reinstalled, has been completed.
  
  Sincerely,
  
  ***********************;

  Business Response

  Date: 10/24/2023

  HI *****, the work is scheduled for Thursday, October 26th. Please reach out to our team directly with any questions in the meantime. 

• Initial Complaint

  Date:09/25/2023

  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 September 2022 Lumio installed a new solar system at our home. As part of our contract, a new roof was installed by Lumio prior to the installation of the panels.
  The roof shingles were installed incorrectly and left short of, or exactly at the edge of the sheeting/flashing, instead of with the standard practice and shingle manufacturers required overhang of 1/4" to 3/4" overhang. This causes nearly all the rain water falling on the roof to be directed away from the gutters, to flow behind the gutters, down the fascia, and on to the covered sidewalk below. The lack of overhang on the shingles on every edge of the roof has also caused water, via hydraulic action, to weep back up the underside of the shingles to the roof sheeting.
  This problem was observed and reported to Lumio for the first time several weeks after the install, in November of 2022.
  Since first reporting the problem no action has been taken. Lumio has asked for and received, twice, a damage complaint form to be filled out. No one from the company has ever followed up, scheduled redress, or even denied redress in the past 10 months.
  The only company representative who has ever even returned my email or calls is an account manager, Grant H*******. His response has been that he will check on the status of my complaint and have someone get back to me. Lately the response has been that someone was scheduled to do work the day previous to my current contact.
  No one from Lumio has ever gotten back to me.
  As of this week, emails to Mr. H******* of Lumio are bouncing back to my inbox as "blocked" due to "organizational settings". Phone calls to the number on Lumio's account manger email get routed to dead air.
  The total cost of our install (paid on installation) was $54,000.00, with $12,000.00 of that total being the new roof install.
  Any redress must involve Lumio's cooperation as the solar panels need to be removed, a new roof correctly installed, then the solar panels reinstalled.

  Business Response

  Date: 10/03/2023

  Hi *****, thanks for reaching out. Our team has contacted you regarding your concerns and is further investigating the initial installation of your shingles. We'll be in touch with an update when we have one. 

  Customer Answer

  Date: 10/09/2023

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

  While a customer service rep did reach out as a result of this complaint to the Better Business Bureau (actually the first time anyone from Lumio has actually responded directly to this complaint since I brought it to them nearly a year ago in November of 2022), what I was told was that they were working toward installing a new drip guard that would compensate for the incorrectly installed roof shingles. 

  I told the customer service rep that this was not an acceptable solution. The shingles on the roof that Lumio charged me $12,000 to replace were installed without an overhang. The manufacturer of the shingles, IKO, requires an overhang of 1/4" to 3/4" to properly direct rain water into the gutters and to keep water from wicking up the underside of the shingles and onto the roof sheeting. Installing their shingles contrary to the installation instructions, without an overhang, voids the manufacturers warranty on the product. 

  The customer service rep told me that her supervisor in the Home Damage Department at Lumio, Orlando T****, had told her to relay the solution they were working towards to me and that she would in turn relay my response to him, and that someone from their department would contact me by the end of the week (10/1/23 - 10/7/23). As of today, 10/9/23, no one from Lumio has made contact again. 

  The conditions that are caused by Lumio's incorrect installation of the roof shingles, that is, water cascading behind the gutters and down the fascia on the gutter edge of the roof, and water wicking underneath the shingles on every edge of the the roof, continues. The lack of remediation from the responsible party, Lumio, continues. 
  
  
  
  Sincerely,

  
  
  
  ***** ******

  Business Response

  Date: 10/12/2023

  Hi *****, our subcontractor is back to doing repairs and are replacing the drip edge. We have been attempting to reach out to State Wide, the company that installed your shingles, regarding their warranty. Please reach out to ********************** with any further questions. 

• Initial Complaint

  Date:09/25/2023

  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 had solar installed on my property which required a panel upgrade which Lumio technician completed. They upgrade began on or around November 2022. Upon the completion, my contractor noticed that power to my washroom and backyard electrical has been disconnected. I have been contacting Lumio repeatedly for over a month to have a technician come out or to even agree to have my contractor proceed and fix the issue with Lumio reimbursing me. To date all that I have gotten is that ******* is taking my notes down and that they are waiting for a technician to schedule a service. I am unable to speak to a manager or anyone with authority to move forward. This is exteremely inconvenient and makes it so I have no ability to use my laundry area.

  Business Response

  Date: 10/02/2023

  Hi ********, thanks for reaching out. Our subcontractor went out to troubleshoot your system and found that another electrician had been out there doing upgrades/modifications. Because of this, the electrical work is not longer under our warranty and falls under your hired electrician to warranty. Please reach out to them with your concerns.