Business Profile

Solar Energy Contractors

Lumio

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

767 total complaints in the last 3 years.
116 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/12/2023
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.
Signed Lumio contract after 1 month of buying my home. My questions and concerns about not having a good history of my power usage in my new home eased by Lumio representative stating that he would add additional panels to contract to account for this. My panels did not start working until May and by August i was being charged for electricity usage. Lumio original informed me, incorrectly, that my power company needed to change my ratio to 1:1. My ratio has always been 1:1 and I explained to Lumio how to read my power bill. Now Lumio is telling me that my electricity usage was estmated by Lumio and that I "need to BUY MORE PANELS, at a discounted rate."This is a scam!!!
Business Response
Date: 09/20/2023
Hi ********, thanks for bringing this to our attention. Our team is looking into this and will be in touch with more information.
Customer Answer
Date: 09/26/2023

Complaint: 20593275

I am rejecting this response because: complaint not resolved.
I appreciate you looking into this but this case has not yet been resolved.

Sincerely,

*******************************
Business Response
Date: 09/29/2023
Hi ********, our team has performed a production audit on your system and show that is producing as expected per the signed contract. We also don't have anything in your contract stating the additional panels from your sales representative. If you have any proof of this or have any further questions please reach out to ****************************************
Customer Answer
Date: 10/03/2023

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:09/12/2023
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 had a contract with Atlantic Key Energy (AKE) for my solar panels. I paid them $64,000 for solar panels that would cover our full solar needs. AKE installed a number of panels but it was only covering about two thirds of my solar bill. AKE started paying for all the overage charges and stated that they would install extra panels because their calculations for how many panels I needed were wrong.
We signed a contract for 10 extra panels.
AKE was the bought out by Lumio solar.
This is were the service went down hill fast.
I called Lumio several times to discuss the install date. No response at all from Lumio.
I contacted several employees who promised to send my inquiry to the correct person. I did not get one response.
A year later, and after trying everything possible, I got an email from Lumio stating that they would install 5 panels. I emailed back explaining that I signed contract for 10 more panels. They emailed back saying that they will only install 5. I asked what date they can come. No response.
It's now been a second full year and they will not respond to me at all.
I am paying more for power then I was before solar panels were installed on my roof.
I pay a loan fee for the sole panels, plus the power bill, which runs around $500 a month. My average power bill previously was around $280.
Lumio won't help cover extra costs, or install any further panels.
These guys are really bad.
Lumio accidentally emailed about 12 customers from the same area without using bcc. All of the customers on the email list are people who have been ripped off by them. The group of 12 of us are now still in contact with each other and looking to get a lawyer together to pursue legal action against Lumio.
Business Response
Date: 09/15/2023
Hi *******, our team has been in contact with you regarding your concerns and are waiting to hear back from you on whether or not you would like to purchase additional panels for a discounted price. We'll reach back out in a few days to see how you would like to proceed.
Customer Answer
Date: 09/27/2023

Complaint: 20590612

I am rejecting this response because:This has not been resolved. Lumio started corresponding right away after the complaint was filed but they will not honor the written and signed contract. WE are still trying to negotiate to get the service completed.
Sincerely,

*************************
Business Response
Date: 09/27/2023
Hi *******, our team has offered 5 panels as a final resolution but it would require you to get tier 2 insurance. Additionally, per your contract, you are responsible for tree trimming to optimize efficiency of your system. Please reach out to our team to confirm tier 2 insurance and we'll be able to start the project for the additional panels.
Customer Answer
Date: 09/27/2023

Complaint: 20590612

I am rejecting this response because:
I cut off half of my tree as per the Solar Companies request, well over a year ago shortly after initial instal. As of my knowledge there is no shading of the solar today, nor has there been for well over a year. This is the second, and completely different excuse that they have given me for not honoring thier signed contract with me, and until today they have never brought up that the panels where being shaded by trees.
I have a written and signed contract with the company for 10 additional solar panels because they misscalculated at the beginning of our contract and didn't give me enough solar to cover my full power usage, but now they are only offering 5, and not honoring the signed contract for 10 panels.
My solar panels are not coming close to covering my power bill and the end result is that my over all bill (electrical bill plus solar panel loan) is more than I was originally paying for power before I got the solar panles. I was promised, when being sold the solar panels, that I would have no power bill afterwards. Now I'm paying $237 a month for the solar panel loan, plus close to $200 a month on power bills over the summer. My previous high bill was around $330.
Lumio is looking for everyway possible to save money and not honoring a contract that we both signed and have in writing. The fact that I am having to file with BBB instead of them installing an additional 5 panels is a show of bad faith on Lumio's behalf. In my opinion, this is not a trustworthy solar company and they will leave you with a big bill if it saves them money.
There are 12 people in my area that are all having the same problem with Lumio. We are currently talking about filing a group law suit against them. We have all been fighting Lumio for around a year now.

Sincerely,

*************************
Business Response
Date: 10/02/2023
Hi *******, our team is working on getting your project for 10 additional panels started. As a reminder, this will still not offset all of your energy consumption. Additionally, this is a true construction project and will require the same steps as your first project, with timelines oftentimes out of our control. Please continue working with our team until this is complete.
Customer Answer
Date: 10/03/2023

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. I agree to remove negative comments on e the panels are satisfactorily installed.

Sincerely,

*************************
Initial Complaint
Date:09/11/2023
Type:Customer Service 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 needs to enable the Solar System it installed on Aug.3-4 so that it shows Electric production through the Enlighten App, or another method to do so, and that it is reflected in the electric use account managed by Direct Energy. Attached is my explanation of the situation which may be helpful regarding my contact with Lumio Customer Service. To me, it does not reflect a BBB A+ rating.
Business Response
Date: 09/18/2023
Hi ******, thanks for reaching out. Our team contacted you last week to provide a solution. We will be scheduling service to look into the issue further since troubleshooting did not resolve it. We have also submitted your reimbursement. Please reach out to our team with any further questions!
Customer Answer
Date: 09/23/2023

Complaint: ********

I am rejecting this response because:

There has been no further contact after Lumeo called once followed up by an email. The day a Tech was sent to analyze the solar system, a fire in the electrical service connected by Lumeo’s electrician when the panels were installed, set the process back to step one. Lumeo’s electrician had connected their wires to an existing aluminum line in the same panel which caused the fire and destroyed the connection.

Sincerely,

****** *******
Business Response
Date: 09/27/2023
Hi ******, our team was waiting for permit approvals to upgrade your main panel. However, after the electrical incident yesterday, we are awaiting the bill from your electrician on work completed to see what next steps should be. Please continue working with our team until resolution is found and work is complete.
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:09/08/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We contracted with Lumio Solar for installation of our solar power system in June of 2022. Solar panels were installed in September of 2022. There have been numerous delays and technical issues along the way and our system as of September 2023 is still not operational. Communication and response from Lumio has been unacceptable. We are seeking resolution ASAP so we can begin to use our system.
Business Response
Date: 09/15/2023
Hi *****, thanks for reaching out about this. We have scheduled the earliest appointment available with your AHJ for Monday, September 18th at 1:30. Please reach out to your account manager with any questions in the meantime.
Customer Answer
Date: 09/15/2023

Complaint: 20575445

I am rejecting this response because:
This is the same story I have been hearing from Lumio for months now. Until the system is finally inspected and approved to operate and in good operational order, I reserve the right to keep this complaint open.

Sincerely,

***************************
Business Response
Date: 09/18/2023
Hi *****, we understand you're wanting to keep this complaint open until your system is operational. However, we'd like to remind you that this is a true construction project and timelines vary significantly as we wait for things that are beyond our control. Your account manager will continue to keep you updated through the remainder of your project and is available for any questions you might have in the meantime.
Initial Complaint
Date:09/08/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased Lumio solar and had it installed back in Feb since having it installed our roof has leaked and half or all of our micro inverters have not been reporting which means I pay for solar while still receiving a full electric bill. I have called Lumio 6 times with no resolution, called the manufacturer with no resolution and reached out to my sales person with still no resolution.
Business Response
Date: 09/18/2023
Hi *******, thanks for reaching out. Our team left a voicemail yesterday, attempting to provide you with an update and resolve your concerns. The last update we have regarding your home damage is that it was complete and no longer needed further service. Please give us a call back so we can work through any remaining concerns with you and make sure that all repairs are complete.
Initial Complaint
Date:09/07/2023
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.
Starting in March of this year - we got a knock on our door from this company. They simply asked us if we would be interested at all in getting Solar Panels. Seeing as some of the people in our neighborhood have gotten solar and being from the Midwest relocating to the South, we thought with everything being electric down here - solar would be a good alternative and save money in the long run. BOY WERE WE WRONG! Our panels were installed in May/June, the "Seller" told us he would be here the day of install (big surprise he wasn't) - we still have no power from these panels it's been 3/4 months of us constantly trying to get someone to turn them on. They just keep giving us the run around and had just told us it was needing some kind of part to function...yet have not gotten the part. Now they are pulling money out of our accounts for NON-WORKING PANELS. We also were NEVER told we were going to get a "gift card" as a reimbursement. If we want a check it's going to take SIX WEEKS! We're so DISGUSTED by this company and have now proceeded to get information on filing legal action - which we did tell them about.
Business Response
Date: 09/11/2023
Hi ****, thanks for reaching out. Our team attempted to contact you on Friday regarding your concerns and left you a voicemail. Please give us a callback so we can find a resolution.
Initial Complaint
Date:09/06/2023
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 February 7th of 2023, our household contacted Lumio in regards to the fact that our solar panel system was not functioning at all, and we were still recieving bills from our electrical company *********************** as well as charges from Lumio, despite the fact that we were told our panels were 'operational' in December of last year and were being charged $209 a month for three months - totaling $627. The representative informed us that they would refund us the $627 dollars within four months, as they had been charging us for a service that wasn't working. Since February, and the missed four month deadline for us to receive our refund, Lumio has been evading our calls in regards to receiving our payment, telling us the same information since February that it would take 4 months from the day our inquiry was submitted, going so far as to offer us a pre-paid **** gift card for the amount owed. There never seems to be a supervisor available to speak to, nor anyone who can give us any definitive information regarding our situation. We are constantly sent on the telephone game, shot from rep to rep with no real conclusion or assistance, or completely ignored on hold for hours on end. It's been seven months since our initial inquiry and we want the money we are owed.
Business Response
Date: 09/08/2023
Hi ****, thanks for reaching out. Your reimbursement was sent to your email yesterday to be redeemed. Please reach out to *************************************** with any further questions.
Initial Complaint
Date:09/05/2023
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 Solar (aka Atlantic Key Energy) has been a terrible company to work with. Their sales man fed us lie after lie in an attempt to make a sale. The company has not been able to perform as promised by their salesman. By the time you are aware that their solar systems don’t perform as promised it is too late to cancel the contract. Numerous times I have called to request help and was yelled at and threatened by their agents. I was told to remove my negative reviews or else they would sue me for slander, even though I only stated clear, provable facts in my reviews. I recently called to schedule my panels to be removed in order to have my roof replaced. My salesman advised that the first time having panels removed for a new roof was included in my purchase. Now they say #1 that they are too busy to help, & #2 it would cost at least $6,000 even if they could help. I cannot justify spending another dime on these solar panels that have done nothing but INCREASE my power bill since installation, not provide relief from the power company’s bills.
Business Response
Date: 09/06/2023
Hi ******, our team has reached out at ###-###-#### but was unable to leave a voicemail. We have also sent a follow up email so we can work with you to resolve your concerns. Pleases give us a call or email back so we can work towards a resolution.
Initial Complaint
Date:09/01/2023
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.
Lumio and Goodleap are scamming good hardworking americans. They have taken advantage of the solar industry and biden admin. They use the sale tactic of "You will get a huge refund on your icnome tax beacuse the government wants you to have solar." What they dont tell you is that its a nonrefundable credit. But you are instructed by the Lumio reps to to use your refund that you will never get and apply it to your loan. I have been paying a $800 electric bill and a 300 solar panel bill. Lumio has ruin my life and financial goals. I am suicidal because of Lumio. My wife left because i am now broke. Lumio has done nothing but kill me.
Business Response
Date: 09/05/2023
Hi ******, thanks for reaching out. Our team has previously been in contact with you to help you sign up for a solar buyback program which may help alleviate your costs. We attempted to contact you again today but were unable to reach you. Please give us a callback so we can resolve your concerns and makes sure you are signed up for one of your local buyback program.
Customer Answer
Date: 09/05/2023

Complaint: ********

I am rejecting this response because: I do not have any miss calls. Which number are you calling? Lumio does not assist with guidance on a solar buyback plan. I’m still paying $900 electric bills and paying a $300 solar loan. I try to access my system but it said a it’s offline. You guys are lying

Sincerely,

****** ******
Business Response
Date: 09/11/2023
Hi ******, we have reached out to ###-###-#### and left a voicemail. Looking at your account, we see that your gateway is disconnected which is why your app is not showing production, although your microinverters are showing normal production. We have sent you an email with troubleshooting information regarding your gateway. Please reach out with any further questions.
Initial Complaint
Date:08/31/2023
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.
Our solar panels were not working from April until June. We noticed this because our electric bill went way up. We contacted Lumio and they said they would have a technician come out. We waited a bit and then called them back because a technician never came out. A technician finally came out, some parts had to be replaced. About a week later our panels were finally working again. I called Lumio to let them know that our panels were working again. They said they would be sending us a refund check to cover the months when the panels were not working. We are expecting a check for $303. We still to this day have not received the check. I have called 4 times to request a status. The first time they told me they were behind in putting out refund checks and it would be 8-9 weeks. I waited until 8 weeks, still nothing. I called again and I was told that they would escalate it to a manager. Still nothing, I called again after 9 weeks and was told again that they were behind, they said they would get a status and call me back. Still haven't heard from anyone. Called again and was told they were behind and they would escalate it.
Business Response
Date: 09/08/2023
Hi *****, we're still working on getting this reimbursement sent to you and apologize for not having a better update at this time. BBB requires a response from us within a certain timeframe, but we will be sure to provide you with an update once the reimbursement is being sent out.
Customer Answer
Date: 09/11/2023

Complaint: ********

I am rejecting this response because:

It should not be that hard to give me an update on when I will get the check. I have been told every time that I call that someone will get back to me with an update and I have yet to hear from anyone.

Sincerely,

***** ****
Business Response
Date: 09/15/2023
Hi *****, your reimbursement check went out yesterday. Please reach out to ********************** with any further questions.

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Lumio is NOT a BBB Accredited Business.