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 has 10 locations, listed below.

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• 

  Lumio

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

• 

  Deca Living

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

• 

  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 HX, Inc.

  12600 Challenger Pkwy Ste 200 Orlando, FL 32826

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:08/08/2023

  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 had 8 additional panels installed over a year ago. Inspection was only done last week on Monday and it failed due to the breaker. I have called more times than I can count. I have texted the interconnections number, and have been told over and over someone would reach out to me. I have heard from NO ONE. The longer it takes for these panels to be used, the more electricity we are paying for. Apparently once your system is paid off, this company doesnt care about you.

  Business Response

  Date: 08/10/2023

  Hi *********, thanks for reaching out. We have you scheduled for service on the 16th. Please reach out to your account manager with any other questions in the meantime. 

• Initial Complaint

  Date:08/07/2023

  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.

  Lumio Installed 56 solar panels to the {24} I already have. When they turned the system on there was a total of 49 panels that did not work at all. I had to fight them for over a month to finally get someone show up after putting up with several no shows. Finally, some of their electricians noticed that the 49 panels had not been wired in. Upon wiring them in they are producing enough power to show the system is normal on the Enlighten page where you can monitor the system, but they are not putting out near the power of the other 39 panels. There still has to be a problem with the wiring for this to happen. when I call customer service, they see the system normal and won't do anything to help me. I uploaded from the screen monitoring the system it is plain to see the problem. thanks

  Business Response

  Date: 08/10/2023

  Hi ****, thanks for reaching out. Our team has been in touch with you to explain the delay in production reporting within your Enphase app. We have checked your system and it is producing well. Please reach out to Enphase for help with the app, and let us know if there is anything else we can do for you!

  Customer Answer

  Date: 08/10/2023

  the response says I need to reach out to Enphase, and I have already reached out to Enphase, and they tell me there is nothing wrong with their part of it. I'm still not seeing the panels producing what Lumio are telling me they are producing. All I can believe is what I'm seeing on my screen, and if it's not showing correctly, I feel it's part of the overall system and Lumio needs to get with Enphase and get this solved. The two have been pointing fingers back and forth at each other and that has not done anything to fix my problem. thanks
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 08/15/2023

  Hi ****, our team has reached out again to explain the delay in reporting and has verified that your system is operating properly. Please reach out if you see any error codes moving forward, and please refer to the Enphase videos we have provided you with any further questions. 

  Customer Answer

  Date: 08/16/2023

  
  
  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:08/04/2023

  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.

  On 2023-01-31, I sent an email to Lumio demanding they cease solicitation at my residence. Sadly, this request was not honored.
  
  On 2023-08-03, Lumio attempted to solicit my residence again. However, this time, one of the three representatives (in a white shirt) conducted himself in a completely unethical, unacceptable, and intimidating manner. The level of arrogance and rudeness this individual showed was astonishing.
  
  When I cordially attempted to explain to the representative that I’ve already contacted their company, he interrupted me and immediately began to engage in an intimidating manner, speaking about how “big” he was (muscle-wise) compared to previous reps, while staring me down in a serious visual tone. I stood silent in total disbelief for a few seconds. When I attempted (still being cordial) to again speak, he interrupted me once again and stated, “So you’re one of those Karen’s?”, referring to a demeaning slang-term given to individuals. Again, I stood silent. He continued, “See, I thought you were just jacked, but it turns out you are just one of those Karen’s”. I then instructed them to have a good day and to get off my property—he can be heard laughing while walking away on the driveway. Afterwards, two of the reps (including the one of discussion), can be seen standing directly outside just off my driveway for an extended period. Rather than move about their business, he chose to remain directly in front of my house—unacceptable given our interaction and can only be taken as another example of further intimidation.
  
  Given his bold and unapologetic demeanor, it was apparent that the representative was making every attempt to bring the interaction to a physical level. Additionally, being that two of the three cameras were directly in the sight of the representatives, the way this representative corresponded—in such a brazen and disrespectful manner—implies that the representative felt confident there would be no repercussions for his actions.

  Business Response

  Date: 08/07/2023

  Hi *******, thank you for reaching out. This has been sent to our compliance team to investigate further and handle accordingly.  We have also added your address to our Do Not Knock list. This kind of behavior is unacceptable at Lumio and we appreciate you bringing this to our attention.

  Customer Answer

  Date: 08/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you addressed the response to someone named, "******". That is not my name nor was it the name anywhere on the complaint; therefore, I do not know who you are responding to. My name is *******...
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 08/08/2023

  Hi *******, I apologize for the mistake on my end. Please note that we have received your BBB complaint, email, and social media messages and are working with our compliance team to handle this matter. Please reach out to ***************** with any further questions.

  Customer Answer

  Date: 08/08/2023

  
  
  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:08/02/2023

  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 solar company sales/representative totally lied about the solar system and it's capabilities. The entire process was clouded with unanswered questions and the system does not work as we were told and we are still getting high electric bills from local electric company. Called the company several times and was pretty much told that the company rep lied to us and that they knew it would not cover our power requirements when they told what we would need and then installed the system. The system was sold to us as a ****kw system, but it has never, on the clearest day produced over ****kw. We are now stuck with a system that does not do what we were told it would and have a bill of $94k that we'll be paying on for the next 25 years. We were told that we needed to give the system time to work and we have, but the numbers just don't ad up. Total misrepresentation and fraud.

  Business Response

  Date: 08/07/2023

  Hi *****, our team has left a voicemail and sent an email to resolve your concerns. We are also going to perform a production audit on your account. Please reach back out via phone or email so we can find a resolution. 

• Initial Complaint

  Date:07/31/2023

  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.

  On multiple occasions with the most recent happening on 7/29/2023. The Company Lumio has sales people going door to do to push their sales. I have a clearly marked and visible no soliciting sign on my front door. When I ask the sales person if they can read, their reply is snide and smart *** comments. 4 times now, when this same thing has happened, and I ask them to leave my property they become very confrontational and threaten "or what"? What are you going to do? I am trying to avoid having to involve the police but if the company does not cease and desist on these types of intimidation tactics they will find themselves deep into legal action and their employees being arrested.

  Business Response

  Date: 08/01/2023

  Hi ******, thank you for reaching out to share this information! Lumio doesn’t condone unprofessional behavior. Our team would like to identify this individual, so these actions can be addressed. Unfortunately, the details here are sparse in helping us do so. If there are any details that may be useful in tracking down this individual please reach at [email protected]. We have also added your address to our Do Not Knock list.

  Customer Answer

  Date: 08/01/2023

  
  
  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 will e-mail them directly now that they have provided an e-mail. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:07/30/2023

  Type:Sales and Advertising 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.

  October of 2022 a lumio sales representative came to our home. I was interested in solar since our summer time electric bill is $600+. The sales rep was telling us about the offer and what comes with it. We were told a new roof, electrical upgrade, windows, and solar panels would be about $75,000. We got the upgrade, the roof and panels done by around mid November, but no windows. I called the company and was told they don't offer windows. I asked why the sales rep would offer windows if the company doesn't replace windows and was told that some sales rep do that in order to make a sale, but if I have proof to send it to them and they would "make it happen". I sent them a screen shot of a quoted text, detailing the services and their costs. As it turned out they gave all the funds to the roofing company. It's the end of July and still no windows. Also was told of the tax incentive. That when we file taxes to claim the solar panel and we would get about $20,000 back. That when we get this return to take that money and pay they company. And was told again (different than that of the sales rep.) that if you owe taxes the IRS "forgives" this amount and you take the money you would owe the IRS and pay the solar panels. Also was told that we got 5 extra solar panels so that in the summer we can make surplus energy for credit that we could use in the winter, that they're should be no electric bill, but just the solar panel bill of 255/month. Looking at my electricity bill there isn't and probably will never be any excess energy. Overall I feel like we were lied to and scammed.

  Business Response

  Date: 08/07/2023

  Hi ******, thanks for bringing this to our attention. We left a voicemail and email this afternoon regarding your concerns. We have escalated a reimbursement to be sent to you for the windows and would like to look into your system further. Please give us a call or email back so we can work with you to resolve your concerns. 

• Initial Complaint

  Date:07/28/2023

  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.

  This nightmare began in August of 2022 here we are almost a year later and our panels and service were barely completed July of 2023. Have already made 4 payments on the panels even though I was informed I would be making NO payments until it was all finalized and signed off and that is what is also on your website. I was promised reimbursements and yet still waiting on that. Every time I finally get a hold of someone in customer service it's a different process time. They started with 30 day processing time, called after 30 days, then they said oh its 60 days. After the 60 days now they are saying 90 days. I keep getting "they are working on it" answer. Truly regret working with this company and. When I get asked about panels I specifically tell them to avoid Lumio.

  Business Response

  Date: 08/02/2023

  Hi *****, thanks for reaching out. Our team has left you a voicemail with an update on your solar project and informed you that we have escalated your reimbursements for solar payments. Please don't hesitate to reach out with any further questions. 

  Customer Answer

  Date: 08/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: your response is a lie. No one has called and no one has left a message. This issue was supposedly escalated months ago and nothing gets done. This company is horrible and is only interested in scamming people.
  
  Truly regret signing up with Lumio. 
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 08/04/2023

  Hi *****, see attached screenshot of the notes on your account. Please contact your account manager ###-###-#### is not the correct number for your account so we can update it in our system.

• Initial Complaint

  Date:07/26/2023

  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.

  BBB Case #******** stated that Lumio issued a refund earlier in the month. Lumio is in breach of contract, has failed to provide cost data for the work not performed, and has failed to provide a refund for work even though fraud occurred through their salesman. A sub panel was paid to be installed. I made the choice to pay Lumio to perform this work. Lumio has failed to finish the contract, provide relief, or provide my money back. Specifically, Paul the Lumio customer service rep has not returned my phone call as he stated he would (10+days) to discuss (messages left) although he is the one who requested the call. This is minor. The failure to perform work per contract and agreement is fraud and should be within the BBB prevue.

  Business Response

  Date: 08/04/2023

  Hi *****, our team has been in contact with you regarding your concerns and have escalated your reimbursement with our accounting team. 

• Initial Complaint

  Date:07/24/2023

  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.

  12/15/2022 Solar Installed, pass inspection in February 2023, Lumio Stated they were up and running. I still am receiving an ********************* Ridiculous. I can't even get a hold of anyone anymore the last time I called they said ******* was handling my case I spoke to ***** ************************************************ on hold for over hours. He never calls me why do I have to be bugging to get answers. Lumio stated They will reimburse me, for the months that the solar isn't running and it's been since February 2023 and No checks. My solar still isn't working as of 7/24/23, ************* I decided to go with please stay ***** from them by all means no matter what they promise you. If I could have then remove all the panels and take it off my house and retune my money I would? does anyone know any Attorneys?

  Business Response

  Date: 07/26/2023

  Hi *******, thanks for reaching out. Lumio completed all work and passed inspection back in May. We also submitted documentation to your utility company in May but are unfortunately at the mercy of their timeframe to receive permission to operate and turn your system on. Unfortunately your utility company doesn't give us an estimated time frame regarding this. We'll let you know as soon as we get their approval so we can get your system turned on. Please don't hesitate to reach out with any further questions in the meantime. 

• Initial Complaint

  Date:07/21/2023

  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.

  I have had this company as my solar provider since May 2022. They came up to my door on segways, sold me on solar, said I wouldn't have a bill etc. It all makes sense and I genuinely believe that is the truth in most instances. They promised that my energy bill would disappear. This never happened, and each time I reached out they would lay blame on the power companies which actually tried their best to help, instead of laying blame elsewhere.I believe I was decieved in their initial proposal, and now on top of a massive ***** power bill, I have to pay a few hundred dollars a month in a solar loan. My average cost per month has increased around $300. It is far worse in the summer.Just spoke with customer support rep ******************** and wasn't exactly an enjoyable experience communicating. I expressed my frustration and **** decided to tell me I was wrong, and that I hadn't been on hold or called multiple times. Then disrespectfully asked If I wanted to be assisted. That is the reason I called the number a dozen times, and emailed with no response.Couldn't recommend this company less, and I don't think I have had worse experiences with any contracting based company. On the other hand, the instal team was incredible. I even invited them in for brisket sandwhiches. Guys were on time, kind and extremely polite. It's a shame they are associated.Would gladly provide energy bills, buyback credit info, my agreement with Reliant, etc. Plus all contact and communication I have had with this company since day 1.

  Business Response

  Date: 07/26/2023

  Hi *****, thanks for reaching out. After looking into your system we can confirm that it is producing as expected and that the increase in utility bill is from an increase of energy consumption. We also encouraged you to check for other buyback programs available. We are working to schedule your system for service on the gateway and Wi-Fi issues you have been experiencing. Please reach out with any further questions in the meantime.