Complaints

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

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• 

  Lumio

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

• 

  Lumio HX, Inc.

  12600 Challenger Pkwy Ste 200 Orlando, FL 32826

• 

  Lumio HX, Inc.

  12600 Challenger Pkwy Ste 200 Orlando, FL 32826-2756

• 

  Rising Investments LLC

  2500 Mottman Rd SW Ste 100 Tumwater, WA 98512-6276

• 

  Lumio

  2000 E Lamar Blvd Ste 300 Arlington, TX 76006

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/20/2023

  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.

  We signed our contract with Lumio on false pretenses. We were lied to by the salesman *********************** and were told we would be reimbursed for the early disconnection fee from our current provider. That never happen. Were also told that we would get 6 month free with no electric bill. That was a lie because I was told very soon after that we would always have a bill from whom ever our electrical provider was. Since the system has been installed we have never been given further instruction as to what we needed to do to make sure our panels were producing properly. They just install the system and dumped us to figure out the rest. They never informed us we needed to change our provider to a company that supported solar and a buy back program. They never told us that the buy program wouldn't go into effect for a year so they could see how our system produced. I also wouldn't be granted access to the Enphase app because we are leasing the system. So I have no way to monitor the system. I have gone round and round with Sunnova, Enphase an Lumio to get access with no solution. The customer service is garbage and they are incredibly rude and unhelpful. I was told by a rep today, "what do you want me to do about it?" They only cared about getting us into the contract and then they dumped us. I regret this decision thoroughly.

  Business Response

  Date: 07/26/2023

  Hi *****, thanks for reaching out. Our team has been in contact with you to find a resolution to your concerns and will remain your point of contact going forward, providing weekly emails showing your system's production until you are given access by Sunnova. Please reach out to our team with any further questions. 

  Customer Answer

  Date: 07/26/2023

   
  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:07/19/2023

  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 purchased our solar with the promise of saving money on our electric bill and being told we would get money back on our taxes.
  
  1) we had the panels installed June 2022. It took until Nov 2022 to get connected to the grid because Lumio made a mistake during install. We lost out on all the summer solar production!! When I asked about compensation for their mistake, I was told no.
  
  2) we were told at sign up that we would receive a refund on our taxes of $14k plus to put towards our loan so the payment would not go up. This DID NOT happen. And our payment will be increasing Jan 2024.
  
  3) we were told at sign up that with the 104% coverage of solar panels we would not have an electric bill. This is also NOT true. I am paying MORE monthly now with the electric bill and the Solar payment.
  
  At this point we are out over 60k plus, not getting what was promised to us and absolutely disappointed that we fell victim to this fraudulent solicitation. Lumio needs to make this right and they also need to change their sales tactics for future customers. The sales consultants should not be lying to customers the way we were about electric bulls and tax refunds.

  Business Response

  Date: 07/24/2023

  Hi *****, thanks for reaching out. Your account shows that all reimbursement have been received for your solar payment prior to your system being turned on in November. Per the contract you signed, Lumio cannot guarantee tax credits and recommend every customer contact their tax advisor. Our team is working on an audit of your system to make sure it is producing correctly. Our team has attempted to reach out to your concerning this as well and left a voicemail. Please don't hesitate to reach out with any further questions. 

• Initial Complaint

  Date:07/18/2023

  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.

  I have been calling Lumio for the past 3 days. Hold times are over 45 mins and noone ever answers. I need an invoice to begin installation of 2 more panels. *********************** has neglected to send the invoice or return emails for over a week.

  Business Response

  Date: 07/26/2023

  Hi *****, our team has been in contact with you to let you know that we've received your documents and are moving forward on getting two more panels installed. Please reach out to our team with any further questions. 

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20342459
  
  I am rejecting this response because: I am still awaiting my invoice.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/31/2023

  Hi *****, your invoice has been sent to you via Panda Docs. Please reach out to your account manager with any further questions. 

  Customer Answer

  Date: 08/02/2023

   
  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:07/17/2023

  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.

  I agreed to hire Lumio Solar in March of 2023. I was told at that time everything would be done before summer hit as my a/c runs on electricity. It’s now July and still waiting for them to finish.

  Business Response

  Date: 07/18/2023

  Hi ***********, thanks for reaching out. Your account manager is working with you to resolve your concerns and finish your project. Please reach out to her with any further questions. 

  Customer Answer

  Date: 07/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Your company has told me on more than one occasion that it is working on the installation. Not true at all.

  Just your company hiding behind the phone and not getting the job done. I wish I would have used another solar company.

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

  Business Response

  Date: 07/24/2023

  Hi ***********, your city has a backlog of inspections but we are working on getting yours scheduled and will keep you informed as we continue to make progress on your system. 

  Customer Answer

  Date: 07/25/2023

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

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20334187
  
  I am rejecting this response because:Signed the paperwork in March to get solar from the company. Panels were installed in June. During the installation the house a/c quit working correctly, very little air. Told Lumio to hire an a/c repair person and they did nothing. Somehow this put me on the bad side of the company and the rest of installation stopped. As of today 9/15/23 still nothing. I spoke to a lawyer and she recommended I request Lumio to refund my money and remove the panels. This was done last month and still nothing. I dont really want to bring this to court but dont see any options at this point.
  Sincerely,
  
  ***********************************

  Business Response

  Date: 09/27/2023

  Hi ***********, your account has been moved to cancelled. Please reach out with any further questions. 

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20334187
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  the company is still hiding behind theyre statements that things are backed up, while I see their competitors finishing work in my surrounding neighborhood.

  This is just Lumio taking more than half the money and doing nothing.

  i cant tell you how much I wish I would have used another company.

  Ive contacted the ****** Utilities here in California to stop this company nonsense and refund my money so I can hire a real company with competent people to do solar.

• Initial Complaint

  Date:07/15/2023

  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.

  We had Solar panels installed with Lumio and entered into contract with Good Leap Finance Company on 6/11/2022. Panels were installed on October of 2021. We began paying Good Leap Financing on July 2022 for the use and proper functioning of the Solar Panels. We were lied to and tricked into signing contract, stating we needed to sign contract for final city approval and final electrical company inspection. Also, they promised us a tax credit and that we would receive approximately 25K in tax credit and that upon selling our home, the contract would be transferable to new buyers without any trouble. Since we singed contract on June of 2022, Lumio stopped work. We have been in labor dispute with them pleading to finish the job. The solar Panels and installation have not been completed. We asked Lumio to take down their Solar Panels and return our money and all they say is that we will have a technician out to complete job in two to three weeks. It has been over a year and a half since Lumio installed Panels and we have been paying the finance company for over a year for the Solar Panels, and have yet to receive a refund. Lumio has cheated us and lied to us, they are thieves and will not come out to complete installment.

  Business Response

  Date: 07/18/2023

  Hi ****, thanks for reaching out. Our team has reached out to your to resolve your concerns. We have also escalated your reimbursement with our accounting team. Please reach out to your account manager with any further questions. 

  Customer Answer

  Date: 07/18/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: your management team is only offering a partial reimbursement saying it’s better 6 months at a time. I’ve payed 12 months for a decorative system with Lumio sitting back for 12 months now, initially offering one month refund, and this could have been resolved if only you would have completed the job as you promised after signing the contract. And you want me to believe you will reimburse me 12 months? Furthermore, saying you have elevated this and will send a team out to work on project is once again hard to believe. Give me a response when action has been taken. Not believing response from Lumio until I see it with my own eyes.
  
  Sincerely,
  
  **** ********
  

  Business Response

  Date: 07/24/2023

  Hi ****, we have your main panel upgrade scheduled for tomorrow, July 25th and have escalated your reimbursements with our accounting team. Please reach out to your account manager with any questions in the meantime. 

  Customer Answer

  Date: 07/26/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: solar panels are not connected. A crew came out to upgrade electrical panel, but will have to schedule another day to return to finish upgrade, and then to connect the solar panel box to the electrical panel. Given your track record, this could be another year. Crew is not at fault, they worked their rear off today in 117 degree heat, and until I have the solar system fully completed and installed, you have not satisfied this complaint as you continue to be untrustworthy and unreliable. 
  
  
  
  Sincerely,
  
  **** ********
  

  Business Response

  Date: 07/27/2023

  Hi ****, we understand your frustration but would like to remind you that this is a true construction project and oftentimes delays are beyond our control. We have sent you reimbursements for your solar payments and are doing everything we can to keep your account moving forward and provide you with updates. Per your original desired settlement, you can reach out to our team regarding cancellation and the associated costs, as per the contract you signed. Otherwise, we consider this complaint closed as your account manager will continue to update you directly with any progress on your project. 

  Customer Answer

  Date: 07/28/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I’m not surprised of Lumio Response. You claim you under my frustration and you decide to close complaint. Lumio claims this is a true construction project that takes time. I guess that time included over 12 months of doing nothing until I complained to BBB. Now that I’ve complained to BBB, and Yelp, and sought an attorney I’m seeing some progress and better communication. I hope you do complete this true construction project as you claim because I will continue to elevate this. But as of now, I still don’t have working solar panels. 
  
  
  
  Sincerely,
  
  **** ********
  

• Initial Complaint

  Date:07/15/2023

  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.

  A solar energy company called Lumio completely misrepresented the cost of their services There was no contract signed stating I owe them any amount of funds for installing solar panels to my home as a model home. And yet. I am being harassed by a a loan company (goodleap) stating I owe almost ********* for this equipment that had been installed on my home. To date the Lumio equipment has not been activated!I cannot get any information from said company, and no response from salesman or any representative.This company has taken advantage of many home owners in my local area, threatening to report us for outsourcing money owed.

  Business Response

  Date: 07/18/2023

  Hi ******, thanks for reaching out. Upon reviewing your welcome call with Lumio, you verified that the loan details and terms were correct since the beginning of your sale.

• Initial Complaint

  Date:07/13/2023

  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 (AKA Solar) came soliciting to my family house. My demented uncle with hemiparesis and obvious speech difficulty, open a door and greeted a sales representative from Lumio. The salesman made my uncle sign paperwork without even leaving or e-mailing a copy of. There were two inspections (roof and electric) since my family wasn't even sure if the old house infrastructure can support solar panels. Both times we were ensured that this was part of the quote.
  After a few weeks, we received a cancellation notice demanding $2843.27 for the services that were not provided. My uncle received several calls harassing him to pay the desired amount. I followed up with Lumio on 13 JULY 2023 and spoke with Hanzel over the phone. He informed me that Lumio did not receive any funds yet they placed my uncle in collections with Solar Mosaic.

  Business Response

  Date: 07/18/2023

  Hi ****, we never received any concerns regarding signing up for solar or health conditions prohibiting your uncle from purchasing solar. The install agreement was emailed to your uncle after signing. We were told that the cancellation was due to wanting to fix/replace the roof so it was not a good time for solar. Due to this, the cancellation fees stand to cover our costs with design, engineering, permitting, etc. as per the contract signed. 

  Customer Answer

  Date: 07/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
   
  1)Unfortunately we did not receive any e-mails nor copy of the contract. Please provide the e mail addresses and the date that the copy was sent.

  
  2) My uncle wanted to free quote/cost of installing the solar panels. Instead he received outrageous cancellation fee.

  3) He made the salesman aware that the roof needs fixing after damage from the hurricane. He wasn’t even sure if the house build in 1980’s can support the solar panels. How can you enter into contact without inspections? 
  

  4) Please spell my name correctly. 

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

  Business Response

  Date: 07/24/2023

  Hi ****, the email was sent to the address on file, ******************, on August 19, 2022. We make it clear during the contract signing that this is not a proposal and verify the loan details with the customer. Lumio does not do roof inspections, but a site survey prior to installation. It is up to the customer to have a roof inspection completed before installation if they choose. The cancellation fees stand as per the contract signed for the work that was completed prior to cancellation. 

• Initial Complaint

  Date:07/13/2023

  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.

  We had Lumio come out 2 months ago and installed the solar panels. We were told the whole process from start to finish takes from one week to up to a month. Usually just a couple of weeks. After a month went by the inspector didn't come put yet, so after we contacted the sales person a lady texted us that they will send and inspector. He came a couple of days later and said a few things needed to be fixed. ***** said that they will send the guys out again to fix it. A couple of weeks go by, no one comes. We text her back asking where they are. She said they will come on Thursday and gives us a time frame. No one comes after I stay home all day. I text her in evening telling her no one came. I get no text back from her. Beginning of next week I text the sales person. He said he will contact them and have someone get back to me. A few days later he said they contacted him back and said someone will get back to us very shortly . It's been a week and no one called or texted. It has now been two months and the system is still not working. I had to pay the first payment already and it's not even working. They said they will reimburse the first payment and I didn't get that either. I was also told that there were two promos we can take advantage of after the install, and I haven't seen them either. I'm very dissatisfied a d now just want the whole system off my roof and financing canceled.

  Business Response

  Date: 07/17/2023

  Hi *********, your account manager has been communicating via text message with your wife to provide updates. We have submitted a reimbursement and are getting your final inspection scheduled. Please don't hesitate to reach out to your account manager with any questions in the meantime. 

  Customer Answer

  Date: 07/18/2023

   
  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:07/13/2023

  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 went into contract with Lumio September 2022. My contract was for a 12kw system and a main panel upgrade to 200 amps. I opted to finance my solar because my rate on the money was exceptionally low at ****%. Lumio came and installed the panels and the inverter box quickly and at this point I was extremely happy. Then came the headache I got the first call from a rep saying we have availability tomorrow to perform the redirect and get your solar up and running. I replied, how can you redirect without first upgrading my main panel? The rep did not respond, rather just kept saying excuse me sir, are you ok with us coming tomorrow to hook up your solar wow Then came the calls to customer service many of them. finally got the manager. Felt hopeful. Nope. I had to prove that they agreed to a 200 amp main panel upgrade from my 100 amp existing panel. Thank God I had text proof from my sales guy stating, of course you have a 200 amp main panel upgrade, I paid for it out of my commission! After this, around February this year I get a call after all of this from a different rep stating, excuse me sir, we have availability today to perform a Hawaiian swing and get your solar up and running. A Hawaiian swing? I am a general contractor and I have never heard the termHawaiian swing before. I ask my electrician. What I found out infuriated me more! What lumio was trying to do was install a new 125 amp panel next to my existing 100amp panel and gut out the old 100 amp panel and use it as a junction box! Not cool and not anything close to what we agreed on. The answer was NO. Again back on the phone with Lumio. Paying on my loan since Jan 2023, no benefits from the solar, its not even hooked up. Ive been promised resolution and theres nothing. Still no upgraded panel and no call letting me know a schedule to do so. I am in the dark just paying on my 59k loan. Lumio is a joke. Please take your equipment off my house, reimburse the money I have spent and leave me alone.

  Business Response

  Date: 07/19/2023

  Hi ******, thanks for working with our team earlier to move your account forward and get your *** scheduled. Please continue working with our team until all work is complete. 

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20314139
  
  I am rejecting this response because: They have failed to include that they will reimburse me for the months I have paid on this response and I will need a time commitment when they will. I have been promised all of the same things 6 months ago just to get ghosted and its sad that my initial complaint on the BBB was the only way I could get a response this time around. Im not falling for this again. Not to mention, how are you guys going to reimburse me for all of the power savings cost I have lost out of since you couldnt provide me a system that works and yet still I pay monthly on it . Yea no you guys arent off the hook that easy address ALL of my concerns and give me some dates and an agreement with signatures not this open ended BS.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/26/2023

  Hi ******, the reimbursements have been sent and we will continue to send future payments until your system is turned on. 

  Customer Answer

  Date: 07/28/2023

   
  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:07/12/2023

  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.

  Our solar panels were installed 2/28/23 and our system has failed inspection 4 times. Meanwhile we have already had to pay Dividend financing company 3 monthly payments and I can't manage to get any straight answers out of anyone on a path forward. Now I pay for both electricity and nonfunctioning panels. I have reached out multiple times and one of the representatives Michelle M***** has entirely stopped responding to all of my calls, emails, and texts. I have to wait on hold for nearly 30 min at a time just to find someone to talk to me only to get more unfulfilled promises. I have been waiting months for reimbursement and a plan forward. Brandon B****** is supposed to be helping me now, but also keeps forgetting about my case and does not reply to email. This is completely unacceptable and makes me very wary that Lumio will fulfill any claims they made during the initial sales pitch after reading other consumer comments. I am in the process of consulting with a lawyer to at least understand what my rights are as it seems I have already signed away all of my bargaining power. I also have a hole in my garage wall with a bunch of exposed wires next to this nonfunctioning unit.

  Business Response

  Date: 07/18/2023

  Hi ********, your account manager is been in contact with you regarding your concerns and will continue to follow up with you every two days. Please reach out to them with any further questions as we move your account forward. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20313789
  
  I am rejecting this response because:They still claim they are working on it, but nothing has changed about my situation s
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/08/2023

  Hi ********, your revised, approved permits have been posted onsite and are working to schedule your temporary disconnect and reconnect. Our team will be reaching out shortly to get this scheduled with you. Please reach out to your account manager with any questions in the meantime.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20313789
  
  I am rejecting this response because:

  While I appreciate that actions are being taken to get the system working, this is not enough time to verify that it has in fact passed inspection after previously failing 4 times. I will say I did receive my reimbursement which was reassuring. I wish I had more time on this post to confirm when my system started to work and if it performed as promised. 

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