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 Energy

  2929 S Elm Ave Fresno, CA 93706

• 

  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

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:09/25/2023

  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.

  The Date of the initial contract that I made was in June and so far the amount I paid was ******. I signed a contract To have Solar panels installed and activated. It has been several months and still the company keeps postponing the solar pane upgrade. I need some one from Management to contact me because I want the contract cancelled because the company has yet to full fill there end of the contract. Lumio has breached the contract and in my opinion I am at the Point of hiring a lawyer to make sure that they get shut down. This company is trying to scam me

  Business Response

  Date: 09/26/2023

  Hi *******, thanks for reaching out. Our team has been in touch with you today to review our concerns and confirmed that you no longer want to cancel. Internally, we are working on getting your *** scheduled and will be in touch once we have an opening. Please continue working with our team until your solar system is turned on. 

• Initial Complaint

  Date:09/22/2023

  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.

  Entered into a contract with Lumio via Sunnova on 6/13/2023 which included as part of the enticement to sign that Lumio would pay for two months of duplicate bills between Florida Power and Light (for electrical power) and Sunnova (lease of solar panels). On 8/7/2023, began following up as I had not yet received the rebate from Lumio in the amount of $337.32 as the agreed upon. I was advised that this process would be submitted and expedited.
  
  On 9/13 I followed up once again and the response was that a rush would be put on the rebate. "We should hear something soon." per the Lumio representative. By this time, I had received my FP&L bill AND the bill for the solar panel lease, causing my checking account to be overdrawn.
  
  Today, 9/22 I followed up yet again and was advised that it would be 30-60 days and that the finance department had ignored or not responded to the earlier request to expedite the rebate. I informed the representative that I would bring this to the Better Business Bureau. I had asked if we could escalate the call and if I could speak with someone in higher authority. The response was negative.

  Business Response

  Date: 09/27/2023

  Hi *******, thanks for reaching out. Your reimbursement was sent to you via email last Friday. Please reach out with any further questions to [email protected].

  Customer Answer

  Date: 09/27/2023

  
  
  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:09/21/2023

  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.

  Paid Lumio to install solar system on my property. Was supposed to be finished by Jan.1, 2023. They did finally finish installing solar panels, but still have not installed back up generator, and for some reason even though the panels are on my shop did not tie shop into the system. While installing panels on two separate occasions two workers fell through 2 skylights damaging property. Both had to be careflighted. Neither skylight was repaired properly. I have called approximately every 3 weeks and no one will return my calls.

  Business Response

  Date: 09/26/2023

  Hi *******, thanks for bringing this to our attention. Our team is looking into the skylight repairs and have requested photos from you to review as well. We are also looking into your interconnections to see what steps we can take there. As for the generator, this was not included in your contract. If you have any proof of this promise from your sales representative, please also email that to us. 

• Initial Complaint

  Date:09/19/2023

  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 were contacted by a Lumio representative about purchasing solar panels, we were told that we would be saving on electricity bills, we have not had the savings that were promised by the lumio salesperson, we were basically lied to. I remortgaged my home to pay for the ***** dollar solar panels.

  Business Response

  Date: 09/26/2023

  Hi ****, thanks for reaching out. Our team would like to connect with you to address your concerns but were unable to get ahold of you. We have sent an email to both addresses listed on your account. Please give us a call or email back to find a resolution. 

• Initial Complaint

  Date:09/15/2023

  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.

  Company showed up at my door and ignored my no soliciting sign. They kept trying to sell me solar panels when i asked them to leave.

  Business Response

  Date: 09/18/2023

  Hi ********, thanks for bringing this to our attention. We have passed your information along to our compliance team who have added your address to our do not knock list and will be investigating further with the representative(s). We appreciate you reaching out about this and will use this feedback to provide a better experience for others. Please reach out to ********************************** with any further details that might help us identify this individual(s) or with any other questions or concerns.

• Initial Complaint

  Date:09/14/2023

  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.

  I signed a contract for Solar Photovoltaic Installation on 8-10-22 in the amount of $42259.82 with Lumio. The installation was completed on Sept. 29, 2022. There was no energy production from Sept. 2022 through March 22,2023. This was reported to the electric company, Pulse, when we noticed no credits had been applied to the electricity bill for the aforementioned months. Pulse stated they were not responsible for reporting energy production on their bill to me and that this was Lumio's responsibility. After contacting Lumio several times, on March, 2023, a technician was sent to check the system. He was able to correct the issue, reconnected the system and on March 22 the system started to work reflecting the energy production. I have reached out to Lumio and have spoken with different representatives whom analyzed my concerns about not receiving any information about the energy production and the credits to my electricity account. In the meantime I have been making monthly payments to Goodleap, the company that financed the solar system. I also spoke and emailed Genesis L***** a Senior Specialist, Customer Care at Lumio in several occasions without any response. On June, 22, 2023 I spoke to Ms. L**** again and she requested from me an email for the reimbursement of the monthly payments I made from Nov., 2022 through March 2023. I have emailed Ms. L**** several times without any response. In other words I made monthly payments for a faulty expensive system without getting any benefit from it. Lumio is accountable for providing transparency to me. I am requesting a full refund of the monthly payments I made for $636.80.

  Business Response

  Date: 09/20/2023

  Hi ******, thanks for reaching out about this. Our team has contacted you regarding your concerns and are working with AP to get the reimbursement sent as soon as they can. Please reach out to our team with any further questions in the meantime. 

  Customer Answer

  Date: 09/22/2023

  
  
  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:09/14/2023

  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 February of 2022, I signed a contract with Lumio to purchase solar panels for my home. It took about 3 months for the panels to be installed on my roof. In August of 2022 my loan payments started withdrawing the monthly payment from my banking account. The loan was through Good Leap which was set up by Lumio. The loan amount was for $55,000. At that time my panels were not finished and not in working order. Lumio is supposed to reimburse me the monthly payment every month the panels were not working. At times the reimbursement took months to receive from Lumio. After a year had passed and my work order had become the most outstanding project they had, a "Southeastern Regional Director" contacted me to find out what was going on with my install and find out why it has not been completed yet. He assured me he would make sure that my install would be completed. It has been 2 months now that he has stopped taking my calls or responding to my messages. Customer service is no help at all. No one will call me to update me on why my install has come to a stop, or why they can not finish it. My reimbursements have stopped coming. I am left now with a monthly loan payment, paying my full electric bill, no working solar panels, no communication from Lumio. To the best of my knowledge, this company is a scam. I need help to bring this relationship to some kind of closure. I am good with either them finishing the job or take the panels back, replace my roof, and have the loan resolved, taken off my name with no negative effect to my credit.

  Business Response

  Date: 09/19/2023

  Hi ****, thanks for bringing this to our attention. Your account manager has been in touch with you with an update on your account. Please reach out to her with any further questions.  

• Initial Complaint

  Date:09/14/2023

  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.

  My solar project was supposed to be completed in June, it is now September 14th. Lumio has failed do anything but bolt panels to my roof, take my money, and create frustration. Ive been waiting for an MPU to be put in for months only to have them cancel the installation through the contractor (without notice) so they can do it in house (which they have no license for yet and no estimate for obtaining it). Ive needed the panels removed for a roof replacement for months, paid them $2400 for this service, and had no contact from them to schedule. The only thing any call rep. can tell me is that theyll flag my account and someone with answers will call me back (which never happens). They arrived unprepared to complete the installation from the beginning and then they wanted to use outdated hardware to wire into my electrical panel which they couldnt even source locally because it is not in common use anymore, so I opted to have the panel upgraded to avoid future issues (which I thought they were going to do from the beginning based off what the salesman told me but it actually cost around $8000 more than my original quote and it took 2 months before I even heard back from them about scheduling for it). They wasted no time getting the solar panels on the roof though (as this locks you into the contract with them). Trying to communicate with them or getting them to communicate with you to any meaningful extent seems impossible, you just get the response of were working on it or well put a note on your account and someone will reach out to you (which took a month of me calling every week to finally get contacted).

  Business Response

  Date: 09/20/2023

  Hi *****, thanks for reaching out. Our team has reached out to you regarding your concerns and provided you with an update. We received payment just a couple of weeks ago and are working on getting this scheduled. Please continue working with our team until this is fully resolved. 

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20606824
  
  I am rejecting this response because: The only updates I receive are after I persistently contact Lumio. Payment went through Aug. 22nd, but I put in the service request late June-early July, the only reason I waited to make the payment was that Lumio took all of July to contact me about my inquiry to cancel contract with them due to their consistent lack of service and communication. After seeing how many other people are having similar issues with Lumio, I will not be satisfied with any response outside of them fully completing the project. P.S.- the *** upgrade was completed yesterday 9/22/23, after 4 months of excuses. I found out from the electrician that Lumio is paying them much less than Lumio up-charged me. I am eager to see if they contact me to schedule the rest of the electrical work that is still unfinished, or if I will have to continuously contact them before any more progress is made. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/26/2023

  Hi *****, our team reached out to you to schedule your removal for tonight around 6:00 pm. Please reach out to our team with any further questions in the meantime. 

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20606824
  
  I am rejecting this response because:

  No one reached out to me. The appointment for the service was scheduled for 8am-12pm, I heard from no one. Around 11:30am I attempted to call the number provided in the service confirmation multiple times waiting on hold for 10-20mins each time. I called both customer service and my account manager, neither of which gave me any information. After an hour of calling back and forth attempting to find out what was going on I finally reached the number provided in the confirmation and they told me that the technicians were caught up on another job, probably would not be arriving until 6pm and would call me (which they did not). The technicians did not arrive until almost 7pm. I also found bits of hardware and wire that had fallen off in the yard as well as some lengths of cut wire left on the roof went I returned home from work. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/03/2023

  Hi *****, your account manager reached out to you this morning regarding your complaint. Now that your roof is complete we will be scheduling your reinstall. Please work with our team until this is complete. 

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20606824
  
  I am rejecting this response because: I have yet to be scheduled for reinstall, scheduling should be a simple endeavor. lumio continues to amaze me with theyre lack of coordination and follow through. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/10/2023

  Hi *****, we are working on getting you scheduled and will reach out with an update when we have one. Unfortunately, BBB requires a response within a certain timeframe, regardless of whether or not we have an update for you. Please continue working with our team until this is resolved. 

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20606824
  
  I am rejecting this response because:
  Project not finished or working. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/20/2023

  Hi *****, your reinstallation is scheduled for today. Please reach out to our team with any further questions. 

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20606824
  
  I am rejecting this response because: work is not completed, system is not operational. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/24/2023

  ***************, your final inspection was scheduled yesterday and once passed we will work with your utility company to get your system PTOd. Please reach out to our team with any questions in the meantime. 

• Initial Complaint

  Date:09/14/2023

  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 installed solar system on my roof and electrical work in my garage and by the power meter on the side of my house on 1 April 2023. I have made 3 payments on this unfinished 60k system and waiting on supposed compensation. As of 14 Sep 2023 my system is still not completed. I constantly contact my rep about a status update and can not get a scheduled date to finish the Job.I feel 5 months is ample time to have had my system completed. They came to my house quickly to install the panels on my roof, probably because once they are installed the contract starts and they begin to receive payments. After that I feel I have been forgotten about and they could care less when my system gets completed. I need my system to be completed ASAP!

  Business Response

  Date: 09/18/2023

  Hi *****, your account manager is in constant communication with you regarding the status of your project. We're hoping to have a date scheduled this week for an appointment in October for your redirected main. Please continue working with your account manager for further updates. Additionally, we'd like to remind you that this is a true construction project and timelines often vary significantly as we wait for things that are beyond our control. 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20605336
  
  I am rejecting this response because:
  This is the same reply I have gotten from Lumio and my advisor for the past three months. "Beyond your control" what do you mean? I need resolution not excuses please. Why does it take a month or more to schedule something?
  Sincerely,
  
  *************************

  Business Response

  Date: 09/20/2023

  Hi *****, we have been waiting to hear back from your utility company to get the work scheduled. We spoke to them this morning and got you scheduled for October 17th. Please reach out to your account manager with any questions in the meantime. 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20605336
  
  I am rejecting this response because:

  While I appreciate the appt being set, I am keeping this complaint open until my solar system passes all inspections and it totally operational. Going on 6 months with a system that does not work. Also I have not received any compensation for the payments on the non working system. I am making payments on this system plus paying my electric bill. I feel consumers have the right as well as I, to follow this complaint until my system is up and running. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/03/2023

  Hi *****, we have submitted reimbursements for July to September and have requested your October bill when you receive it so we can submit a reimbursement for that as well. As for your project, we would like to remind you that this is a true construction project and oftentimes timelines are out of our control. Your account manager has been maintaining communication with you regarding updates. Please continue working with them until your system is fully operational. 

• Initial Complaint

  Date:09/14/2023

  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 this solar company instal solar panels, since the beginning there has been problems from roof leaks to damage interior floor, wet fiberglass, damage to gutter and also to driveway. Most of it has been mitigated by company but i had a preexsisting aluminum roof and when they put new roof on my house prior to doing solar my back pourch roof leaks as if it almost wasnt even there. My furniture has been damaged, my freezer has been damaged and it continues. I reached out to company immedietly after they installed and they sent someone out they evaluated it and said it was preexisting and wasnt there fault. I had a roofing company comeout to see about fixing it and they told me the problem was that water is leaking through the new roof (still under contract/warranty with lumio) To fix problem they would have to rip up several rows of shingles that would void my warranty. I have been attempting to contact company countless times i have sent videos pictures etc. They told me they would send someone to acess damage and water test, i was called one time given short notice as in i can be there in 2 hours I advised i wasnt home and they stated they will call back and never did. I have been trying to resolve this as amicably as possible but dont know how else to go about it. The more time they spend not fixing it the more the water is damaging my panels and everything that was under it

  Business Response

  Date: 09/18/2023

  Hi *****, thanks for bringing this to our attention. We're working on getting our roofers scheduled to go out and take a look. We have left a voicemail with updates, please give us a callback with any questions in the meantime. 

  Customer Answer

  Date: 09/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: since recieving the complaint I have reached out to inquire about when they will have someone come out and they can’t give me an answer. I ask to speak to manager and they tell me they are not customer facing. I ask to speak to Chanel whom they have told me is in charge for f customer service I have called more than 3 times requesting to speak to Chanel and always told she busy will call back and doesn’t. I have emailed chanel directly and no response. I am being ignored by this company. Meanwhile I have damage that is incurring by the day to my property and if I repair it myself with a third party if voids my warranty.       ( which at this point seems to be worthless). 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 09/26/2023

  Hi *****, our roofers checked in over the weekend and found that IMC screwed the drip edge directly to the metal roof, which is what is created the problems. We are working with them to schedule time for them to return and complete the repairs. Please reach out with any questions in the meantime. 

  Customer Answer

  Date: 09/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like to fully understand the standard process. It seems like IMC improperly attached the drip edge, using multiple screws and points of contact against my pre-existing sound aluminum roof and damaged my aluminum roof in the process by opening multiple holes into it. This was immediately reported after the installation videos were sent and lumio sent out a subcontractor to make changes and fixes and at that time he told me that the company is not responsible for a pre-existing structure and told me panels probably shifted from the workers walking on them. The leak has persisted over nearly the course of a year in which all my patio furniture and freezer and flat top that I had under the aluminum roof has have also become damaged, along with the undersurface of the metal roof paneling that has started to delaminate from all the water damage. I would like to understand the process for repairing/replacing the metal roof as well as the warranties given as patches usually do not last as long as the original integrity of a roof. Also how does the company remedy damages that occurred secondary to improper installation tactics. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 10/02/2023

  Hi *****, our team attempted to connect with you to review your most recent questions and left a voicemail. Please give us a call or email back to review. Additionally, we are working on getting roofers scheduled to be out there this week. 

  Customer Answer

  Date: 10/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: your company has repeatedly failed to fix the problem and has no accountability. I received a call from Paul service manager on oct 2 to inform me roofers will be there on oct 4. Oct 4 no roofers showed up I called lumio and they confirmed there was a scheduled service for same day. I asked to speak to either Heidi or Chanel as Paul  instructed me in voicemail but as usual they are not available and did not return any phone calls( I have msged them in the past and again most recent emails and calls went unanswered). Shortly after call I get a text from subcontracted Alex who never returns text messages and whose voicemail is always full so you can not leave a voicemail, stating they will be here tomorrow oct 5 to do repairs. I respond by asking for a time or approximation but no response. I take off of work today oct 5 so I can be here to make sure repairs are done correctly and no call, no show, no response from subcontractor. I call lumio and ask for Chanel and they advise me that she isn’t responding and Heidi isn’t available.  This is very unprofessional, I don’t know how this company conducts business this way, and wouldn’t recommend them to my worst enemy. Paul doesn’t offer direct line of contact, there is no accountability, not much recourse for client. Also company  hasn’t offered to address damages that have occurred to belongings under metal roof that have become damaged secondary to roofing installation that needs repairs. 
  

  Reaolution 

  1 have transparent communication 

  2 assess damages repair/replace damaged structure due to improper roofing tactics

  3 replace damaged goods resulting from subpar labor installation 

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

  Business Response

  Date: 10/10/2023

  Hi *****, we have moved our subcontractor Alex off of your project and have set up Ready Nation to continue the work. Please reach out to our team with any further questions.