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 32826-2756

• 

  Rising Investments LLC

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

• 

  Lumio

  2000 E Lamar Blvd Ste 300 Arlington, TX 76006

• 

  Lumio Energy

  2929 S Elm Ave Fresno, CA 93706

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:06/06/2023

  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.

  We signed up with LUMIO in February 2023 and we were told we would be getting a $1000 rebate. We also had to switch our electric provider for one that participates in the solar buy back program and were told we would be getting $150 for the early termination fee that we were charged. We have called multiple times and have never received any money. We spoke to ***** on June 2, 2023 who said we had been approved and he sent a message to someone to see if they could get us a time when we could expect the money but we never heard back. Today, we called again and the woman that we spoke with talked like it had not been approved and sent another message. I think we have been scammed!

  Business Response

  Date: 06/07/2023

  Hi *******, thanks for reaching out. We apologize for the time it has taken, but our team has been in contact with you to update you on the status of your payment. Please reach out to them with any other questions. 

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20151249
  
  I am rejecting this response because: I am waiting for them to follow through and not just telling me they are going to do something.

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

  Business Response

  Date: 06/16/2023

  Hi *******, we appreciate you wanting to keep this open until the reimbursement comes. However, BBB requires that we respond within a certain timeframe, regardless of whether or not you have received the reimbursement yet. 

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20151249
  
  I am rejecting this response because: we just received the email today that we are getting the $1000 but we will be waiting for the debit card to arrive. We have not heard anything about the $150 rebate for switch electric providers. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/21/2023

  Hi *******, the reimbursements were submitted separately. Your $1,000 reimbursement has been processed and sent, and your $150 has been submitted for approval before being sent out. Please reach out to our team with any questions in the meantime. 

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20151249
  
  I am rejecting this response because: Im not closing this case until I have received both reimbursements. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/01/2023

  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 signed up for Lumio service back in 2021. The sales representative that came to my house sold me a 100% guarantee of savings on my electric bill.. ***** word from the Lumio sales representative has been a lie. I was told that they would install $24,000 worth of panels on my home when my loan was approved it was approved for $100,000 to my surprise Lumio installed $68,000 worth of solar panels on my house..Once the panels were installed, it took Lumio/ two months to send the paperwork to the electric company to get the solar system. Inspected for me to start receiving my savings.. all this time I was paying two bills my electric company, and the loan for the Lumio Solar.I made contact with Lumio expressed . My complaint they offered reimbursement for the loan payments to which I accepted..Once the system was inspected, the greenlight was given. I have experienced nothing but trouble with a Lumio solar panels for the past 2 1/2 years. The solar panels have not worked.It is error message after error message never a full month of continuous service. so for the past 2 1/2 years Ive been paying two electric bills one bill a LCEC one bill for the loan for the solar panels.I made contact with Lumio, spoke with manager, spoke with customer service representative, expressed my deepest dissatisfaction with the company, and the type of service that I am receiving.Lumios service technician has become so familiar with my address because of the countless number of times they had to come to my location to make repair.The finding is always a fuse, but within weeks or sometimes days later, the system goes down again never operating to full capacity for me to receive any savings whatsoever.As I type this complaint, my solar panels are not working on May 24 of 2023 a Lumio service technician came to my home to fix the solar panel.,Eight days later June 1, 2023 panels has stopped working again. At this point, I want the panels removed and my loan reimbursed.

  Business Response

  Date: 06/02/2023

  Hi ********, thanks for reaching out. A member of our team has been in communication with you throughout the process of determining the errors that your system keeps reporting. We have scheduled a visit for next Thursday, June 8th to look over various parts of your system and make the necessary repairs. Please continue working with our team until your system is fully functioning. 

• Initial Complaint

  Date:05/31/2023

  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 have been very selective who we choose for solar because where we live we have plenty of options. We also wanted to finance solar combined with a generator and lumio was able to provide us with both of our needs. We finished signing paperwork after some negotiation around October of 2022 for solar install and a generator. Our payments began in January 2023 and we have continued to pay despite the following. The solar install went fairly smooth but the generator was promised by an initial date then by the end of 2022. We really didn't start install of the generator till Feb/March of 2023 and even then it wasn't completed till sometime in April. So besides the extensive wait we also experienced a mishap during installation. Somehow the installers lost power to our backyard. They were unable to tell us what went wrong or how to fix it. I've contacted the company several times and I've gotten nowhere. I'm leaving out all the details of all the communication and stress with the issues we have had. I want it resolved immediately because this has gone on for months and I am paying on this loan.

  Business Response

  Date: 06/02/2023

  Hi *******, thanks for reaching out. Our team has been in contact with you to resolve your concerns and has a follow up call will you today where we will provide an update. Please continue working with our team until your concerns are fully resolved. 

  Customer Answer

  Date: 06/03/2023

   
  Complaint: 20128173
  
  I am rejecting this response because:

  It is accurate to say that I have been in contact with the company. I have received no communication with the company. My husband received a text yesterday after months of nothing saying we would hear from someone but nothing again. This has been ongoing for too long. I had a professional come out to evaluate the situation and after looking over everything he believes the wires were cut because no power is running from the fuse box to the backyard. Very disappointed this wasnt something your team could resolve in a reasonable amount of time. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/07/2023

  Hi *******, we have submitted a reimbursement for you to cover the electrician visit from Monday. Please send us the final price for repairs once you receive it so we can get it taken care of. Please continue working with our team until all repairs are complete. 

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20128173
  
  I am rejecting this response because:

  I have not received any communication about when or how we will be compensated or how. I am extremely disappointed I have to continue to jump through hoops to hire the electrician, to troubleshoot the problem, stay in communication with Lumio, and have endure further work on my property. It has come to light with the troubleshooting of the electrician the magnitude of work it's going to take to run the electrical lines to my backyard like it was before the lines were cut. There is going to be significant trenching to tie in all the lines. Today I talked with the electrician and he informed me to complete all the electrical work and the trenching we are looking at closer to $7000 and that doesn't' include any concrete work! He is also probably the best deal in town. I don't just expect to be compensated  for when work is complete I expect it to be paid to me and my husband all upfront and quickly. I begged your crew to do the work themselves! I will be sending over the quote as soon as the electrician has sent it to me. He wants to start Monday June 12th. This is an urgent and expensive matter that you can't keep ignoring.  Btw no one from Lumio has done final inspection on the work completed to the generator. I strongly encourage Lumio to immediately start treating this as a serious matter. If I have to I can have my lawyer draw up paperwork and you can also pay his fees. I really hope it doesn't come to that because this is the only option you have left to fix the problem that the company has created. I am so disappointed in the lack of professionalism. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/22/2023

  Hi *******, our team has been working with you via email to get invoices so we can submit a reimbursement. Please continue working with them until the reimbursement has been received and all concerns have been addressed.

• Initial Complaint

  Date:05/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our solar system was installed by SolarEdge in 2017 at a cost of approximately $65,000. In 2021, SolarEdge was purchased by Lumio. In the spring of 2022, we were contacted by Lumio to advise ** that our system's modem was becoming outdated and that it needed to be upgraded to a 4G modem soon, or Lumio would no longer be able to be monitor our system. We paid $499 and the new 4G modem was installed August 19, 2022. Since that date our system has not produced any electricity. We first because aware of this when Puget Sound Energy (PSE) alerted ** (as a courtesy) on December 2, 2022 that it was not producing and might need a new invertor. We called Lumio on December 12, 2022 and were informed that our system hadn't been working since August 20, 2022 and we were due a refund for the time it was not working. They said they would follow up on getting the system repaired. Our system is still not working despite repeated calls to the company, numerous on-site visits by Lumio technicians and numerous promises that it has been resolved. after each of our phone calls to the company, they make assurances that it will be repaired, and that they will get back to us. We have never received a follow-up of any kind. With each call, company representatives assure us that THIS TIME it will be taken care of, and that they will follow-up with us. Out system has now been out of service for more than 9 months.This means we have suffered (and continue to suffer) financially in a number of ways:1. First we are paying PSE for power that should have been provided by our system.2. Our system "sells" excess energy back to *********** at a profit, so we have missed out on this additional opportunity to offset electrical costs.3. We will not receive our full net metering credit offered by PSE this year.4. We will not receive our full State Production Incentive Payment this year. These losses amount to several thousand dollars. (More to tell but out of characters)

  Business Response

  Date: 06/07/2023

  Hi ****, thanks for reaching out about this. We have left a voicemail and sent and email to provide updates on your account. The notes on your account show that your system is updated and we have submitted reimbursement for your system being down. Please reach out to our team with any further questions and we would be happy to assist. 

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20122438
  
  I am rejecting this response because although our system is now working (as of 5/31/2023), they have not fully addressed our need to be made whole for our financial losses due to the solar panels not producing.  The reason the system was down was 100% due to the negligence of Lumio, and, as consumers, we have a right to be made whole.

  Lumio has agreed to reimburse us for $1,878.30 as compensation for the lack of production.  However, this only addresses a portion of our loss.  Additionally, Lumio has said it will take 3 4 months for this compensation check to be sent to us.  This is not an acceptable time for us to have to wait for this money.  A reasonable time would be 30 -45 days.  We would like to receive this component of our reimbursement within this ***** day time period.
  
  The second component due to ** is compensation for our loss of Net Metering Reimbursement, which is based on production over a 1-year period. 
  
  When the solar panel system was marketed to **, one of their sales tools was that we would be able to participate in Washingtons Renewable Energy System Incentive Program.  The program provides for incentive payments to homeowners for eight years, or until cumulative incentive payments reach 50%of the total system price, whichever occurs first.  Incentive payments occur annually, are based on the amount of energy produced by our solar panels. This incentive program is a big part of why we purchased the system it shortened the payback period and made it make financial sense. While there is no way for us to know exactly what we are missing out on for our upcoming incentive payment, it is very easy to extrapolate what the amount might have been if our system had been on-line.
  
  The last three full years of reimbursement were:
  2020 - $2,313.90
  2021 - $2,497.68
  2022 - $2,192.94
  We can assume, then, that we have lost out on a little more than 6 months of incentive payments (because the 8 years is a fixed term and can not be extended to offset the time our system was done).  Therefore, we want to be reimbursed an additional $1,200 to compensate us for this loss.
  I am happy to provide copies of the reimbursement checks for the years 2020-2022. 

  If needed, I can also provide a copy of the Incentive Program contract we signed,as well as any other documentation you need.

  To recap, we would like to receive compensation of $1,878.30 (which Lumio has already agreed to pay) within 30 - 45 days (not 3-4 months); in addition, we would like to be compensated an additional $1,200 for financial loss from the net metering program, also within ***** days.

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

  Business Response

  Date: 06/15/2023

  Hi ****, our team has been in touch with you regarding this and the reimbursement has been corrected to the correct amount. Please reach out to our team with any other questions. 

• Initial Complaint

  Date:05/26/2023

  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 November 11 2022, I entered into a contract with Lumio for them to install solar panels in my home. The project was financed through Mosiac. The project had several issues including failing inspection 5 times. On December 15, 2022 Lumio contacted Mosiac Finance requesting to fund the loan as the project was complete, yet the project at that time had failed inspection twice. In February 2023 the project was still not passed inspection and the loan was funded so from December forward I was paying a loan for an unfinished project as well as my electrical bills. I have called Lumio many times with no response their lines are always down or they just don't call back. I have email their general email address with no response. I have also texted and called the sales rep ***************************** and she also has stopped communicating. I need help getting this project completed

  Business Response

  Date: 06/05/2023

  Hi *********, thanks for reaching out. We have been in contact with you to resolve your concerns. You are scheduled for service on June 28th and we have submitted your reimbursements to be sent out for your solar payments. Please continue working with our team until your system is PTO and generating power for your home. 

  Customer Answer

  Date: 06/12/2023

  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.
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:05/25/2023

  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 signed for an additional solar panel system in August 5th, 2022, and after discussing the terms with sales manager ***********************. I requested it to be just as the one I got installed and the loan terms proposed were ****% apr for almost 20k. The agreement specified different equipment so I explicitly requested a change so it used the exact same materials as the system they had installed for me not even 8 months before. I explicitly specified that this would be a dealbreaker for me, making emphasis on the IQ7A microinverters, which would be the right match for the ~400W solar panels offered since the offered inverter was undersized. The salesman promised that even though the agreement didn't reflect it, they would adjust the system as requested since they already had done it with the system already in place. MULTIPLE TIMES I expressed that I wouldn't sign anything if I wasn't going to have exact same devices installed and Shad gave me the same promises and assured me that a change to the agreement wasn't needed literally. A month passed, no surveys or inspections happened, no phonecalls until I called. **** promised to call back and he did, just to inform me that they wouldn't honor what was said. After informing my desire to cancel if he wouldn't honor what was promised, I indicated that no site survey had happened. It was my mistake because he rushed to have the survey done so I was on the hook now and stopped taking calls or replying to messages. The city inspection finally happened in October. After this, I started talking with the project manager *********************, and she again assured that they would honor what was promised, but they had to reschedule multiple times the installation for reasons beyond me. Around November 24th, an installation attempt was made, but the equipment they loaded wasn't the right one and again it had to be rescheduled until after Jan 20th, when I returned from a trip. The loan app expired in February, but they didn't contact me at all.

  Business Response

  Date: 05/31/2023

  Hi *****, thanks for reaching out about this. Our team is working on it and has been in contact with you. Please continue working with them to find a resolution. 

• Initial Complaint

  Date:05/23/2023

  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.

  Signed contract 8/24/22 Was told one month from schedule install. Actual install came 11/22 two-months late. Was told *** would be one day install. It took 5 days and was not installed by certified **************** contractors/electricians. Install crew damaged my shop by vehicle backing into it. Two through holes drill into house siding into crawl space. That was done out of mistake. And filled with ********* puddings and left. Installed conduit different from approved plans, was told they would paint it to match shop this did not get done. Contacted Lumio over 20 times. To get damage repaired and have been ignored. The system was finalized on May 1 after several months of them returning to fix wiring issues and with improper installation. Now the system is operating a panel is not working and they refuse to come out and repair it. Along with the damage from the install. I have submitted pictures of the damage to Lumio. I get no response from any mangers. I have called at least once every week for the last 5 months. I get no response.

  Business Response

  Date: 05/17/2023

  Our apologies for any issues and/or inconveniences. We have an account manager working to resolve any and all concerns for you asap. Thank you!

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20065434
  
  I am rejecting this response because: I was sent an unreadable message from someone claiming to be an account manager. When I returned the call by the number I was giving, it was the wrong number. I requested to speak with account manager and I received no response. Instead i was directed to set up another appointment. I have done this many times and when the appointment date arrives, they cancel or come up with excuses. I would like to speak with a regional manager. I have asked a number of times and still get the run around. After all these months I have yet to speak with this account manager. I called and left a message *********************, ********** director I have requested to speak with *************************, account manager **********. Damaged specialist for **********.  All management and they refuse to speak with me. Besides the damage no one is talking about finishing the job. The electrical conduit that was installed I was told would be painted the color of my shop. I approve the install location with the installers understanding this would get done properly. I was also told and is on the sales agreement I would receive 3 months of free payments. There is a complete disconnect from divisions and salesman to installers. I want to deal with whos in charge, not a phone operator. 
  
  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20065434
  
  I am rejecting this response because: I was sent an unreadable message from someone claiming to be an account manager. When I returned the call by the number I was giving, it was the wrong number. I requested to speak with account manager and I received no response. Instead i was directed to set up another appointment. I have done this many times and when the appointment date arrives, they cancel or come up with excuses. I would like to speak with a regional manager. I have asked a number of times and still get the run around. After all these months I have yet to speak with this account manager. I called and left a message *********************, ********** director I have requested to speak with *************************, account manager **********. Damaged specialist for **********.  All management and they refuse to speak with me. Besides the damage no one is talking about finishing the job. The electrical conduit that was installed I was told would be painted the color of my shop. I approve the install location with the installers understanding this would get done properly. I was also told and is on the sales agreement I would receive 3 months of free payments. There is a complete disconnect from divisions and salesman to installers. I want to deal with whos in charge, not a phone operator. 
  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/31/2023

  Hi *******, thanks for letting us know. We have created a ticket with our team and are working on resolving your concerns. Our team has been in contact with you, please continue working with them until all repairs are completed. 

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20065434
  
  I am rejecting this response because: again you set a day for repairs to be done and your crew never showed. This has been the case from day one. Your managers have no oversight, no accountability and flat out lie. BBB please assist for my next set is a lawsuit.

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

  Business Response

  Date: 06/09/2023

  Hi *******, our team is working on finding a local contractor to complete the work of the small dented metal corner. We have patched and sealed the ****** board. Please continue working with our team as we complete repairs.

• Initial Complaint

  Date:05/23/2023

  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 solar panels from SET who claim that they are going to remove them for repairs to the roof but they merged and became part of Lumio. Lumio claim the responsibility of the warranty but while I have tried to get a contract for this process for over a month and several calls they give me no way forward. They promised to get back to me and just never did so. This is failing customer support by falsely promising and then purposely ignoring. My roof contract is being jeopardized. The general good is being impacted by causing distrust of solar power contractors. Solar is worthless without support.

  Business Response

  Date: 05/23/2023

  Our apologies for any delays. We are working to get an invoice created for your removal and reinstall of the system asap and will have a rep follow up very soon. Thank you!

  Business Response

  Date: 05/25/2023

  *******************, a member of our customer account management team spoke with you yesterday to provide an update. We apologize for the delay in getting your system removal scheduled. At this time, we are waiting for our customer payments department to process payment. We have additionally let our scheduling team know that this project is due to be scheduled. The scheduling team will be in contact with you soon! 

   

• Initial Complaint

  Date:05/23/2023

  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 moved into our home in November of '22. Approximately 3 days later Lumio Solar knocked on our door. We were ******** against getting Solar but we listened to what she had to say. We were assured MANY things that couldn't have been the furthest from the truth! Our sales Agent told us our solar loan bill would be a certain amount/month and that if we paid it down to a certain price by a certain time, the bill amount would remain the same otherwise it would increase. (to a price that would defeat the purpose of having solar) She told us we would get that exact amount needed to pay it down to the magic number when we filed our taxes. She was well aware of our occupations and the fact that we were ****s. (Apparently, ****s get a credit to their taxes and not actually money to be put toward the loan balance.) I asked her several times if that was really the case and every single time she told us it was. We flat out told her we couldn't do it if the bill got that high because we couldn't afford that, but if she could assure us the bill would stay the same and we would get that exact amount needed back from the *** we would move forward. Needless to say that we didn't get that money needed, will not be able to afford the price increase, now every time we call we are told someone else will call us back, or let us look into it and we will call you back. NO ONE EVER CALLS ** BACK! We were also told they would help us with finding a provider that buys back our energy and no one ever helped us with that either, even after we asked! I referred a family member to them at the beginning of all this and now I'm worried they will become a victim of their lies and deception.

  Business Response

  Date: 05/30/2023

  Hi *****, thanks for bringing this to our attention. Our team has attempted to reach out to you to resolve your concerns and have left two voicemails. Our sales representatives receive regular training to ensure that they are able to answer any questions that homeowners may have because we understand how big this decision is and want every customer to feel confident; we will be investigating internally to make sure your representative is acting in accordance with our guidelines. Please give us a callback at ************** or email us at *************************************** so we can work to resolve your concerns. 

• Initial Complaint

  Date:05/22/2023

  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.

  ** May 2022 we engaged with Lumio to install solar panels on our home. The company estimated the number of panels needed to meet 100% of our home's electricity needs. We agreed to start the project and took on a loan to pay for the costs of the project with payment terms that matched our current monthly electrical bill.Problems began to emerge immediately. The company delivered the panels and other electrical equipment in an unsecured fashion into our driveway -- exposed to public traffic as well as to south ******* weather. We had two hurricane warnings last summer and both times the company made no effort to secure the equipment despite my requests to do so. The equipment was left unsecured and unprotected for 9 months. Many of the electrical pieces became rusted and sat in standing rain water.The salesman initially stated that there would be zero drilling into our metal roof for installation. This was a key selling point for us. However, when the initial crew arrived at my house to begin installing the mounts for the panels, they began drilling hundreds of holes into our roof without our consent. I immediately contacted our salesman who admitted that he was wrong but promised that the holes would be properly sealed. In May 2023, we are now noticing brown water stains on our interior ceiling and have contacted a trusted solar company to inspect & perform a water test to identify the source of the leak. They suspect it may be related to the solar drilling.The project continues to be delayed without any communication from the company. They have failed Miami-Dade county inspections repeatedly and we are now notified that the permit is set to expire in 30 days due to lack of final inspection.Lastly, our monthly loan payments began in January 2023 despite not having a functional solar system. Lumio customer support stated that they reimburse these payments but thus far have only paid for ******** Feb, Mar, Apr, and May 2023 are outstanding.

  Business Response

  Date: 05/30/2023

  Hi *******, thanks for bringing this to our attention. We have processed your outstanding reimbursements and completed revisions and made sure the permitting is good to go. We have also been in communication with you regarding the leaks and have provided our home damage intake form to you to complete. Please reach out to our team with any other questions or concerns.