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

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

• 

  Deca Living

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

• 

  Deca Living

  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:07/10/2023

  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 October 2022 my husband and I contracted with Smart Engery/LUMIO to have solar panels installed on our roof. The original agreement was that we were to have the installation completed before the end of 2022, however they kept pushing us back until it was no longer possible to have installation in 2022. They came out in January 2023 and installed our solar panels, yet as of 7/10/2023 we are still unable to use them or produce power because the electrician they use has cancelled on us multiple times, pushing us out each time 6-8 week per occurrence. In March 2023 we were required to start paying or our panels, and have been paying each month, despite not being able to actually use them. LUMIO told my husband that they would reimburse us for each month we are having to pay, until the panels go live. Today (7/10/23) they told my husband we would be issued a gift card for the payments we've made, which is not what we were promised. This company has lied to us each step of the way, they don't do what they say they will do, and in the end it's the customers who get left hanging and paying tens of thousands of dollars for something they can't use. At the very least we want refunded (cash) the money we've had to pay so far, including any interest we've accrued, and all of the time we've missed work to be there for their electrician only to get a text after he was supposed to arrive, telling us he's not coming. I'd love to be able to attach a dollar amount for the stress, headache, phone calls, etc. we've had to spend on this as well, but probably not feasible. I have uploaded detailed timeline from the City of Eugene showing when the project initially started, and that to date it's still not complete.

  Business Response

  Date: 07/18/2023

  Hi ******, thanks for reaching out. We have received your complaint and are looking into it. We'll be in touch shortly with an update. 

  Customer Answer

  Date: 08/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Thank you, when can we expect to be contacted by? We have several issues that we need to have addressed around the installation of our panels that we would like to talk to someone at the corporate level with. We have promises made in writing, that we are now being told will not being honored, we can have a statement to you by our original sales rep, Shawn H******* (he left the company several months back), who has stated he will be happy to provide a written account of what he witnessed during our process as well. Thank you, ****** *******”
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 08/02/2023

  Hi ******, our team reached out yesterday and left a voicemail—please give them a call back so they can assist you. We also have you scheduled for your appointment on Wednesday, August 4. 

  Customer Answer

  Date: 08/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it does not address the fact that we still do not have a resolution around what we were originally promised, and what we are now being told. Our original contract was for 33 solar panels, we only received 27. While we are only being charged for the 27 panels that were installed, we incurred expenses to the tune of $2500, to accommodate the 33 that were in our contract. It is also extremely obvious that our roof is missing six panels, which looks awful. 

  Additionally, we have been paying for solar panels that we have not been able to use since March. We were told that we would be reimbursed for ALL payments made from  March forward, until our panels were able to be properly hooked up and producing. Now we are being told we'll receive a gift card, which is unacceptable. I cannot deposit a gift card into my savings to replace what we've had to pay out of pocket. We have been manipulated, lied to, and denied what our sales reps have promised us. Finally, today, an electrician from Seattle, WA came down to Eugene, OR to get our system up and running.

  None of this addresses the incompetence that we've dealt with since November, 2022, or the fact that my husband has take multiple unpaid days to be home for an electrician that previously failed to show up not once, not twice, but three times, because the electrician didn't bother to notify him until after he was due to be at our house. I'm baffled by the lack of concern, lack of customer service,  and lack of integrity we've dealt with over the past 9 months. If LUMIO truly wants to make this right, if you want satisfied customers, you would be asking me "how can we make this right?". Even a 10% refund doesn't fully compensate us for the money we've spent out of our pockets and in lost wages to get these panels installed, but at this point, it would be better than nothing. 
  

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

  Business Response

  Date: 08/10/2023

  Hi ******, we understand your frustration and have been in touch regarding your concerns. You have been provided your account manager's direct contact information for further questions. We have also verified that your reimbursement will be in the form of a check and that you would not like to add any additional panels to your roof. Please reach out to your account manager with any additional questions or concerns. 

  Customer Answer

  Date: 08/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I want to make it very clear that my husband and I asked, multiple times, to get the correct number of panels that were in our original contract, and we were told that it would set our process back by months due to supply chain issues. Had we known it would be eight months minimum anyway, we absolutely would have moved forward with having the correct number of panels brought in and installed. Again, this has been one failure after another, promises made and not kept, services not being given in a timely manner, and us made to feel like we are an inconvenience, rather than paying customers who just want to be able to use the solar panels we've been paying for since March. As of today, 8/18/23, we are still not producing solar energy. As of today, we are still not happy, satisfied customers, and I'm still not hearing any offers/plans/ideas on how to change that. It's sad that customer service has gone by the wayside. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 08/28/2023

  Hi ******, our team reached out to your husband last week and was told he would talk to you. Please reach back out to our team so we can move forward. 

• Initial Complaint

  Date:07/10/2023

  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.

  2 incidents of negligence, which added up to $1,007.19 cost to my household and to ***. Doing business as Smart Energy Today, they installed a solar system in 2019. No issues or complaints. After Smart Energy Today merged with/became Lumio, they were COMPLETELY non-responsive in 2022 when the monitoring system needed to be converted from 3G. Result: The monitoring system went away on 5/31/2022. Because of this 1st incident of negligence, when the solar system stopped producing in January 2023, this fact was very slow to surface. When it did, Lumio was again COMPLETELY non-responsive. Result: no solar power was produced for our household (and PSE) from Jan. to June 2023. I ultimately had to transfer my business to ***************** to get the solar system fixed. Bottom line: Lumio did not honor the warranty for post-installation issues/problems. Once the system was installed, they completely disappeared. Further details available upon request.

  Business Response

  Date: 07/12/2023

  Hi ********, thanks for reaching out. Because our supplier had backorder issues we weren't able to service your account prior to switching over to another company. Unfortunately, now that you've switched to ***************** you have voided your warranty and we are unable to assist. Please reach out to your new solar company with any future issues.

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20297669
  
  I am rejecting this response because:  I was forced to switch solar providers because of Lumio's negligence--double negligence.  In both cases, Lumio DID NOT RESPOND, not so much as a single call back to inform me of where I was in any queue, that there was a supplier backlog, any other mitigating circumstances, etc.  There was total silence. Phone calls and communication cost nothing, but they did not happen.  Silence is silence.  And a broken system is a broken system.  

  I also have reasonable grounds to suspect there was no supplier backlog.  My new provider explained that my manufacturer's warranty was NOT voided.  Lumio was responsible only for the administration of that manufacturer's warranty.  Once I transferred the administration of the warranty to my new provider, they immediately contacted the manufacturer.  The manufacturer immediately honored the transfer and the warranty.  The solar system was fixed within a 2 week period.  I only paid for their labor, which I would have had to pay Lumio, had they been responsive.  The cost refund I am requesting is 3 line items:

  1.  Cost of the new monitoring system

  2.  Labor costs to install the new part

  3.  *************** that was NOT produced by the solar array from Jan. 2023 to June 2023, that should have been produced, had the monitoring system been in place, and had the defective part replaced in a timely fashion.

  Further details of how these costs were calculated available upon request.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/17/2023

  Hi ********, our team has been in contact with you to let you know that we will be providing a reimbursement for you for the issues you experienced and the cost to have another company do the repair. Thanks for working with us towards a resolution!

  Customer Answer

  Date: 07/19/2023

   
  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,
  
  *************************

  Customer Answer

  Date: 11/17/2023

   
  Complaint: ********
  
  I am rejecting this response because:Need to re-open complaint #********. I negotiated with Lumio a settlement of $1,500.00 of the original complaint, which they agreed to pay. I requested, and they agreed to, a cash settlement. They said it would take ***** days to process the check and mail it to me. It has been more than 90 days (coming up on 120 days) and still no check. Note: ******** kindly sends me a daily e-mail of what they are delivering to me. No check from Lumio has appeard, so this check is not lost in the mail system, nor has it been stolen by a postal thief. Please re-open this claim and remind Lumio that they need to follow through on their negotiated settlement.
  Sincerely,
  
  *************************

  Business Response

  Date: 11/28/2023

  Hi ********, we have escalated your reimbursement with our accounting team and will provide you with an update when we have one. 

• Initial Complaint

  Date:07/07/2023

  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 June 11, 2022, a contract was signed with Lumio for the purchase of 19 solar panels for a total of $45,593.49 The installation process did not begin until November 2022. Between June and November, I would make several calls to Lumio for updates and I was informed that the ************** was having delays to send an inspector to begin the process of installment. When the inspector came in November I had communicated my worries about the delays and I was notified that the process should take a *** of 3 weeks, which was not the case and I was lied to during this whole project. During this time we began payment of panels that were installed but not running. Lumio has also made damage to the inside wall of our home during the change of the electrical panel and has failed to fix it. The company came to our home in March 2023, claiming that it was the last inspection before the panels can be turned on and in use. From March until now, we have not heard back from the company to turn on the panels. There have been no updates communicated to me. This leads me to believe that my installment has been abandoned by the company. Every time I call to receive an update, unfortunately, no one can give me an official statement about my installment. In the best interest of my family, I would appreciate support in the cancellation of the contract and removing the panels.

  Business Response

  Date: 07/11/2023

  Hi *****, thanks for reaching out. Our team has reached out to you to provide an update. We are working on getting the home damage taken care of. We have also submitted reimbursements for your solar payments to our accounting team. Your system should reach PTO any day now, we're just waiting on a thumbs up from your utility company. Please don't hesitate to reach out with any questions in the meantime.

• Initial Complaint

  Date:07/06/2023

  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 signed up to get a roof and solar panels back in April 2022. We were supposed to have it installed and ready to use by June 2022. They got the new roof on quickly but we had a hard time getting the solar panels installed. We kept calling and asking them to get them in so we could have them up before summer ended. We didnt end up getting the panels on until September 2023. They sent contractors out and then got the wiring done for the sub panel but never installed the sun panel. We now cannot get ahold of anyone through email or phone after several attempts. So, we now have solar ornaments in our roof that do absolutely nothing and a large bill that we have been paying every month since April 2022 for services we cannot even use.

  Business Response

  Date: 07/14/2023

  Hi ******, thanks for reaching out. Our team has been in contact with your husband regarding the concerns addressed here. We have a site visit scheduled for 7/17 and have requested copies of your payments so we can submit reimbursements for you. Please continue working with our team to resolve any remaining concerns. 

• Initial Complaint

  Date:07/03/2023

  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.

  We got these panels installed around February when we had one of there sales person come multiple times telling us that the prices of electricity where going to rise and that having panels would save us money which was false because we havent saved money if anything we are paying almost four times what we used to pay for electricity. The install was horrible taking long to get installed date and also inspected. They are full of lies and have no solution for us. Also please tell your sales People not to lie to sale a product.

  Business Response

  Date: 07/05/2023

  Hi *****, thanks for bringing this to our attention. We have received your complaint and have reached out via phone and email to connect with you regarding your concerns. Please give us a call or email back so we can find a resolution. 

• Initial Complaint

  Date:06/29/2023

  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.

  A refund check for about ****** from Lumio for the solar panel monthly fee for the time frame that the solar panel were not running but we still had to pay for the fee. Lumio agreed to reimbursed me for those few months which is for about ****** and I have been waiting since December of 2022 for the refund check. I have been calling them since January 2023 and no solution has been found. Their costumer services has stated that there is a delay with the reimbursement check from ***** business days. We are past beyond ***** business days. I call them every few weeks and its the same respond, the reimbursement check is pending, they have tagged the reimbursement department but they do not deal with customer service. I have asked for a manager or lead to talk to and Lumio states they will call me back and no one calls me back. This has been going on since December 2022. I need assistance.

  Business Response

  Date: 07/03/2023

  Hi *******, thanks for reaching out. Our team has been in contact with you regarding you reimbursement and have escalated it with our accounting team. Please reach out to them with any questions or updates in the meantime. 

• Initial Complaint

  Date:06/29/2023

  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.

  We had entered into an agreement with Lumio in January 2023. Our solar panels were installed in March 2023. Part of the agreement was to have a new roof installed and trees cut back. The solar panels were not turned on until May 2023. The roof was not completed and the trees have never been cut back. These trees were the ones that would block the sun from giving the most benefit to the solar panels. The roofers had run out of shingles. We were told they would be back in our area the first of May to complete the job. They never showed up. Our sales representative **************** stopped making contact with us in March. We spoke to ************************* with Lumio on 2 seperate occasions and was assured that they were working on all of the issues. He told us he would personally handle this. It has been over a month since any contact with ******. I called them today and talked to *******. She told me that she would reach out to the roofing department. We had to provide them with a check for $12,000 to do our roof. We will be paying for solar panels for the next 25 years. We are disappointed in the service we got and feel that this whole solar panel situation has been a scam. We need help on what to do next.

  Business Response

  Date: 07/07/2023

  Hi ***** and ****, thanks for reaching out. We have escalated a ticket with our customer care team to resolve your concerns and appreciate your patience as we look into this further before reaching out. 

  Customer Answer

  Date: 07/10/2023

   
  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,
  
  ***** And *********************

• Initial Complaint

  Date:06/28/2023

  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.

  I purchased solar panels and was promised a promotional credit of $1000 as well as an Early Termination Fee credit for changing Retail energy providers. I have been trying to get a hold of ANYONE at Lumio for some questions I need answered. I cant even get a hold of my salesperson anymore. As soon as my project was complete Lumio disappeared and customer service went out the window. I dont regret purchasing solar panels but I do regret using Lumio, can someone please contact me about my panels.

  Business Response

  Date: 06/29/2023

  Hi ******, thanks for reaching out. Our team was in contact with you yesterday and provided an update on the reimbursements. Please reach out to them with any further questions. 

  Customer Answer

  Date: 06/30/2023

   
  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. However, what is unsatisfactory is that it took me complaining to the BBB for the lack of communication with your company. Your customer service rep said you only had 8 people working the customer service department. After reading all the reviews from other customers in my situation, maybe its time to invest in some more people, there seems to be a lot of people complaining about your lack of communication.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/28/2023

  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.

  Lumio was supposed to send us the promotion credit amount of $6000 as soon as I pay in full for their solar installation. I paid in full months ago and they still have not process this request. I requested this so many times and yet it has not been processed. Also, the electrician screwed up the electrical panel and had to change the water heater for no reason. Reimbursement that they promised has not been issued either.

  Business Response

  Date: 06/29/2023

  Hey ******, thanks for reaching out. The reimbursement for the electrical issues with your water heater was sent to you a couple of weeks ago. Yesterday, our team sent the rebate for the promised $6,000 promotion. Please don't hesitate to reach out with any further questions!

  Customer Answer

  Date: 06/29/2023

   
  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 for now. They said they sent the check but if I don't receive them by next month, I might have to file another complaint for fraud. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a broken solar panel since NOV 2021 when my panels were installed by Lumio. I have called and emailed Lumio several times with them telling me that they will have repair techs contact me and they have not. This has resulted in my panels not producing energy as much as Lumio advertised to me at purchase costing me more money in energy costs over the past 7 months.

  Business Response

  Date: 06/28/2023

  Hi ******, thank you for bringing this to our attention. A member of our team will reach out to you shortly to get service scheduled. 

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20245631
  
  I am rejecting this response because:
    It has been 7 days since Lumio's response and any no one from Lumio has contacted me to schedule the repair for my solar panel that has been inoperable since NOV 2022.
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/12/2023

  Hi ******, we have completed the repairs to your system and it is now producing as expected. Please don't hesitate to reach out to our team with any further questions.