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Business Profile

Solar Energy Contractors

Lumio

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Solar Energy Contractors.

Complaints

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

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Lumio has 10 locations, listed below.

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    Customer Complaints Summary

    • 769 total complaints in the last 3 years.
    • 117 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/26/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Lumio installed solar panels on my home in January 2023 but they still have not turned them on. They said as soon as the solar panels get put on my home, I will no longer have an electric bill. As of April 2023, I have been paying both an electric and a solar bill. I have contacted them multiple times over the past 6 months but they havent responded to any emails, text messages or phone calls. Im paying for a service I have never received and its unacceptable.

      Business Response

      Date: 06/29/2023

      Hi ****, thanks for reaching out about this. We have escalated a reimbursement for your solar payment and are getting you scheduled for service for your two panels that need to be looked at. Please reach out with any other questions in the meantime!

      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. But if Im not contacted with a plan for that appointment, and the solar panels arent turned on then I will be making another complaint until it is resolved.

      Sincerely,

      *********************

    • Initial Complaint

      Date:06/25/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Solar installation completed January 30 2023 Apparently the city have over booked and could not make it the day of the scheduled inspection. Then after that lumio had filled the wrong permit and then the second attempt that the city had over booked again.I have called multiple times now they said they filled another permit It is now June 25th and no solar activation I dont get a call or no updates just a payment that I am paying on the solar Please help for a resolution as i now will like there equipment uninstalled from *******

      Business Response

      Date: 07/03/2023

      Hi ********, thanks for reaching out. Your account is in review with the city for a new type of permit that was requested by the inspector. The estimated timeframe is two to four weeks. Please reach out to our team with any questions in the meantime. 

    • Initial Complaint

      Date:06/23/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      1. I did some research on line about the cost in average per household to install the solar panels by Lumio. The average cost should be around $15,000-$20,000. However, they charge ** $71,232.30...(****************************************************************************************************************************************************************************************************************************************************************.)2. The sales person (*************************) pushed us to make the decision by saying that I will receive $1,000 promotion check within 2 weeks after installation if I agree to sign the contract immediately. However, after about 4 months, I still haven't receive the check. I call the customer service to check the status every 2 weeks, and they always gave the same respond "You will received it in a couple of weeks",I feels like I get deceived by them not only on the cost of the solar panels, but also the promotion check.

      Business Response

      Date: 06/30/2023

      Hi *****, thanks for reaching out. We have escalated a ticket with our team to get this resolved for you and will be working with our accounting team to get your reimbursement processed. Please don't hesitate to reach out in the meantime. 

      Customer Answer

      Date: 07/03/2023

       
      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:06/22/2023

      Type:Product Issues
      Status:
      Answered
      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 in to contract with this company over a year ago and the job is still not done. We ordered 50+ solar panels, a generator and a 500 gallon propane tank for the generator. About $105k. The permits have expired multiple times, theyve sent subcontractors that dont show up, show up and leave without completing the job, tell me theyll return my calls, substandard customer service overall. The panels finally went live in June 2023. Mind you, we went into contract April 2022. The generator is still missing the propane tank and the cover was damaged on delivery. I call, they say someone will call me back. Nobody does and when I call, Im on hold for 30+ minutes. Theyre suppose to refund me the payments weve made this far and that only happened twice. They owe us close to $1,000 in back pay. I need the job done, back pay processed and the generator cover replaced.

      Business Response

      Date: 07/05/2023

      Hi *******, thanks for reaching out. Our team is working on getting an update for you and will be in touch shortly. 

      Customer Answer

      Date: 07/12/2023

       
      Complaint: 20222542

      I am rejecting this response because I am continually told that youll contact me with a response. I need a resolution. I am informed that the subcontractor for the propane tank does not respond. Do you need a different subcontractor? Do you need to physically go to their office? What is the level of oversight you have over subcontractors? Im sorry, but I need a solution. This is the second hurricane season that I do not have the generator up and running. 

      Sincerely,

      *************************

      Business Response

      Date: 07/12/2023

      Hi *******, if the subcontractor has not reached out to you already to schedule, they should be doing so shortly. We appreciate your patience as we coordinate the work with another company. Please don't hesitate to reach out with any questions!

    • Initial Complaint

      Date:06/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 or around November we purchased solar panels to be installed by Lumio. We paid approximately 57K. The work included a sub panel to be installed. This was bought and paid for in the contract. The company refused to install the sub panel although I informed them multiple times via call and text over the past six months that the work was not complete. Lumio has failed to provide a cost sheet for the work that wasn't complete, an agreed upon refund, or any customer service to complete this work.

      Business Response

      Date: 06/26/2023

      Hi *****, a sub panel is not needed for your system and your reimbursement has been escalated with our team. Please reach out with any other questions in the meantime. 

      Customer Answer

      Date: 06/28/2023

       
      Complaint: 20215690

      I am rejecting this response because:
      This is what has been stated for months with no action. I paid for a subpanel per contract, whether it is necessary or not is inconsequential. The work is incomplete and the contract has been breached. 


      Sincerely,

      ***************************

      Business Response

      Date: 07/03/2023

      Hi *****, a member of our team has been in contact with you today to resolve your concerns and let you know that we will be reimbursing you for the cost of the sub panel. Please don't hesitate to reach back out to our team with any questions. 

      Customer Answer

      Date: 07/05/2023

       
      Complaint: 20215690

      I am rejecting this response because: false statements by Lumio. I reached out AFTER business failed to, once again, fulfill their commitment. Lumio has failed to provide listing of material, labor charges, and/or parts that I paid for. Instead they have chosen to unilaterally write a check for a sum that would not cover the cost if sourced independently from licensed/bonded contractors. I have been the manager for this project although Lumio has been paid to perform this function. Lumio has continued to make choices unilaterally without regard for the contract.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:06/14/2023

      Type:Order Issues
      Status:
      Answered
      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 our solar installed in January. When we signed the contract, we were told 11 months no payments. After the fact they told us it was actually a prepaid gift card we receive. At this point we still have not received anything for the $1300 card. We are supposed to be receiving that we have a signed the docusign for. The company does not give me any information on why we havent received it or what they are doing to rectify the situation. It is middle of June and we are still have not received anything. My next step is to take it to court if I cannot get this resolved.

      Business Response

      Date: 06/15/2023

      Hi *******, our team has previously been in contact with you regarding your concerns and has escalated the payment to be sent. Please reach out to them with any further questions. 

      Customer Answer

      Date: 06/15/2023

       
      Complaint: 20186357

      I am rejecting this response because: This is the same response they have always given. They have not once reached out to me. It is I who has reached out multiple times and every single time they say the same thing. We have escalated your issue. Thats it. I dont accept this response. 

      Sincerely,

      *******************************

      Business Response

      Date: 06/21/2023

      Hi *******, your reimbursement was delivered to your email yesterday. Our records indicate that you opened it but did not redeem it so we have resent it. Please don't hesitate to reach out to our team with any further questions.

    • Initial Complaint

      Date:06/14/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Lumio for solar in September of 2022. IT is June 2023 and while we finally got the panels on the house, we failed 4 inspections with the building department. When we finally past the final inspection the system is not working. My emails are going un-answered and I am left with a bunch of panels that aren't working and a battery (3) on my wall that are now just an eye sore. Mosaic paid them the last installment, so now they have their money it does feel as though I no longer matter.

      My hopes is that this review will spark action in some way before I reach out to Florida in regards to their license. It is hurricane season now and I feel swindled.

      Business Response

      Date: 06/15/2023

      Hi Jason, we have been in touch with you regarding your concerns and have confirmed your scheduled appointment to review any issues with your system. Please reach out to our team with any further questions. 

      Business Response

      Date: 06/27/2023

      Hi Jason, the service was completed on June 20and everything is working as expected. The remaining issue with the battery is an Enphase issue and we have reached out to them to make them aware. Your app will show correct production. Please reach out to our team with any further questions. 

      Customer Answer

      Date: 06/28/2023



      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,



      Jason M*****

    • Initial Complaint

      Date:06/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Lumio installed solar panels on my roof in February of 2023. They were supposed to be active on March 1st. It is now June and with one excuse after another the panels are still not active. Meanwhile I am being charged for panels that don't work .Would like for them to come finish the job or come take the panels off and replace my roof.

      Business Response

      Date: 06/15/2023

      Hi ****, thanks for reaching out. We currently have limited crews in your area and are working on getting someone to your home as soon as possible. We have also submitted reimbursements for your solar loan. Please reach out to our team with any other questions. 

    • Initial Complaint

      Date:06/10/2023

      Type:Product Issues
      Status:
      Answered
      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 a NO soliciting sign posted. Not only did they stop by once, but twice more without being requested to do so. This is harassment. I would not buy this product based on conduct alone.

      Business Response

      Date: 06/11/2023

      Hi *****, thanks for bringing this to our attention. Our representatives receive regular training to ensure that they are providing a positive experience for homeowners. Wed like to identify this individual to provide additional training and add your address to our do not knock list but unfortunately dont have enough information here to do so. If you would like to share any additional information with **, please email ****************************************

    • Initial Complaint

      Date:06/09/2023

      Type:Order Issues
      Status:
      Answered
      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 would be very careful with purchasing solar panels speacially with lumio,the other companies are not any better.Paid for solar panel ,they guaranteed I will only pay for them but now I am paying $100 a month for the panels and still paying electric bill since they have not giving me enough solar panels.They have originally told me.they will install more panels if needed but now they want me to pay more money.IT IS A SCAM

      Business Response

      Date: 06/15/2023

      Hi Moustapha, our team has attempted to connect with you to resolve your concerns but hasn't been able to reach you. Please give us a call back so we can work towards a solution with you. 

    Lumio is NOT a BBB Accredited Business.

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