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:05/19/2023

  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.

  Would like to get an Estimate on a ****************** 14 Solar Panels for a new Roof replacement- called ************** since Mar. 2023-talke to several individuals- all sai they would get back with me- no response- **** was going to have a Supervisor (Kade) call me on 5-17-23 & again no response- Originally Lumio was going to give me a bid for a Roof replacement & ****************** Solar System but was informed by (*****) 3-16-23 Lumio no longer does Roofs- (******) was going to give me a callback to let me know if there was any Roofers near me that might be interested- again no response-called (Nata) 5-5-23 Said Lumio to send me by email Remove Install process in 5 to 7 Bus. days- again no response

  Business Response

  Date: 05/30/2023

  Hi *******, thanks for bringing this to our attention. We have passed along your feedback and experience to our leadership for training purposes. We have also created a ticket with our team to provide the requested estimate and will be in touch regarding this. 

• Initial Complaint

  Date:05/18/2023

  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.

  $60k contract signed September 2022. System not fully functional. No PTO yet. 9 Months in. The irony of it all is that was when I was getting quotes, I ended up going with Lumio because they assured me that they would get me online (PTO) by year end 2022 while other companies were averaging about 6 months. Not much more can be said that would be any different from all of the complaints on here in the last year or so. I am only on here now because my account manager is non-responsive, so this is a last-ditch effort. I've basically had to do everything through customer service for the last 9 months and one can only imagine how difficult that is as you always talk to someone different and have summarize all of the problems to them. Hoping if someone in management reads this, they go look at all of the message exchanges between me and the account manager and see how non-responsive they have been and how many problems we have had with this process and are still not resolved. PTO application was submitted 1/1/23, 10 weeks later and I have no idea what is going on. When I finally got a hold of my account manager her only response was "you have to get in contact with the utility company because I don't know." In addition, every visit from Lumio has been a major CF. The tech either claims they were only there for one thing and not the others or they don't finish everything and say they have to reschedule, meaning I have to reschedule through customer service, and all reschedules are 4 weeks out, I know through experience. Along with the unfinished work to this day, I have missed multiple days of work ($500/day) since I have to stay home hoping the tech is going to show up and they have been no call/no show a few times. I will need touch up some stucco and paint outside and paint inside due to a hole that was made when changing the panel. The tech is scheduled to come out June 13th now to troubleshoot the system. Really hope someone can make this right. Losing money here.

  Business Response

  Date: 05/22/2023

  *****,

  Thank you for bringing your concerns to our attention. As communicated over the phone today, our service technicians will be at your home for outstanding work on June 13th. It is expected that your system will receive PTO within the coming weeks pending Net Meter. To ensure your project continues to move forward, a member of our customer care team will check in with you weekly through the completion of your project. 

  Please do not hesitate to reach out should you have any additional concerns. 

  Best,

  **********;

   

  Customer Answer

  Date: 05/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that although the work has not been completed yet, the communication is appreciated and hope to have the issue fully resolved.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/17/2023

  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 a contract with Lumio Solar on 23OCT22 and I was told that my solar panels would be up and running within 3 months. I didnt hear anything from the company so I reached out on 02NOV22 to ask about progress, they told me they were waiting on the *************** to approved the permit. On the 4th of January 2023 my panels were installed. Between 2NOV22 and 4JAN23 I heard from Lumio one time and it was for them to schedule the install. They informed me that my electrical panel would also need to be swapped and that it would be done on the same day as the panel installation. I reached out to Lumio multiple times after panel installation to get any form of update and it was always that they are waiting on the permit. I took it upon myself to call the *************** permitting department myself. They informed me that the permit hadnt been dropped off until 07MAR23 and that it was essentially an over the counter permit and was approved on the day it was dropped off. It is now 17MAY23 and my solar panels are still not running. I am paying for the panels and an electric bill. Lumio has switched my project manager 4 times now and I have been lied to and given excuses for almost a full 7 months now. They have reached out to me twice on their own without me calling a representative and having them flag my account. I have had to reach out to them every time and I always wait a couple weeks to see if they will reach out and give me any sort of update and they dont. I am just fed up at this point and didnt know what else to do besides try and get them audited or investigated. One of my previous account managers told me (in a text message) I just got that update. And sorry you are having to reach out to me, I know that ***** but, I have over 800 accounts. I know that is not your fault but giving you a constant update on my behalf as far as reaching out, might not be possible right now. They are unprofessional and lack basic customer service skills. Help

  Business Response

  Date: 07/07/2023

  Hi ******, thanks for reaching out. Our team has been in contact with you to provide an update. Your meter spot approval was sent in on June 28th and once we get the approval we will be able to schedule our internal crews. Please don't hesitate to reach out with any questions in the meantime. 

• Initial Complaint

  Date:05/16/2023

  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 took out a loan to place fourty solar panels to cover the electricity for both main home and the secondary as well as cover the well electricity. The installation was done on July 2022, it was never completed as the plans were sent wrong to the county of ******. On January of 2023 county came out as they took there sweet time with the plan corrections needed. According to Lumio they turned in the aggregate form correctly to ******* upon calling ****** they did not turn in the appropriate form to get all the meters on for the usage of solar, only one house was added so correction need to be made for the well and 2nd home needs to be added and resubmitted with all three meters. Additionally ****** explains that they are not reading any solar being produced as they are not receiving the data at all. Upon explaining this to Lumio they have been promising to send the tech over, they have cancelled 6 times now for almost 8 weeks, the last time they cancelled I was not even informed was a simple no show. I want the work finished ASAP, plus money they need to reimburse me as I am now paying both ******, the bank for the solar panel loans. It will almost be a year since it was installed and I am yet to see it work. No one at Lumio seems to take any responsibility, nor care to complete the job. I don't know if I am correct in thinking that the sales rep should answer calls even after he walked away with this commission. Another issue is if anyone does show no business cards. When you call customer service they can only send an email to the manager but won't provided you with a phone number to call directly because again no one wants to take responsibility for this. Please help me?

  Business Response

  Date: 07/03/2023

  Hi ***** and *******, thank you for reaching out. This complaint just came to our attention from the BBB, so we apologize for the delayed response. We have been in communication with your utility company since we provided the required documentation to them back in April and follow up with them regularly. Unfortunately there is not much else we can do until they complete the request for the additional meters for your property. In the meantime, we have provided you with documentation showing the communication we have had with your utility and have sent you a reimbursement for your solar payment. Please continue checking in with our team until we get the approvals from your utility company. 

• Initial Complaint

  Date:05/16/2023

  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 purchased a solar panel system in the spring of 2020. The car charging system that was to come with the solar panel system was on backorder and was never installed. The manager offered to add solar panels in lieu of the charger and an agreement was signed in 2021. It is 2023 and after much back and forth and excuses, agreed to 8 panels still have not been installed even though the permits have been pulled and are posted on house. We just want what we paid for installed.

  Business Response

  Date: 05/23/2023

  *****,

  Thank you for allowing an opportunity to address your concerns. As communicated to you yesterday, we have your install scheduled for May 26th. Please do not hesitate to reach out should further concerns arise. 

  Best,

  **********;

  Customer Answer

  Date: 05/23/2023

   
  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 as they have reached out and the equipment will be installed this week.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/15/2023

  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 bought a Solar system fort my home in *************** *******. When we purchased the system the sales rep did calculations from pervious bills and told us what we needed. He stated that our electric bill would be under fifty dollars a month. It took several months to get the system online and then I got my first power bill, it was about ******. I contacted the company and the rep said it would take a few months to balance out, made no sense to me but so be it. Several months went by and my bill got a little better averaging around ****** per month. I have made contact with the company several times, emailed them copies of the bills with no resolution. Three months ago I contacted them again and asked to speak to a supervisor. I was told one was not available they took my number and said they would contact me. Later that evening I was contacted by a supervisor and she asked that I email her the bills. I have now emailed 4 times with no response. I don't know where to turn, paying over 600 a month between the payment on the solar system and my electric bill. I have lives in my home for 26 years and did get my highest bill ever (over ****** dollars) while having solar power!

  Business Response

  Date: 05/22/2023

  ******,

  Thank you for allowing us the opportunity to address your concerns. A member of our customer care team spoke with you via phone last week to discuss the results of the consumption audit that was recently performed. Based on the findings of the audit, you are using more energy now that before the system was installed. This was confirmed by the consumption audit. Given this information, we suggest having an electrician look at your home to determine if there are additional ways you could be conserving energy around your home (for example, the ** unit, water heater, and pool pump). 

  Please reach out to Lumio should you have additional concerns. 

  Best,

  *****

• Initial Complaint

  Date:05/15/2023

  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.

  Predatory sales practice:Lumio ************** **************************************** ************. This company provided 5 star BBB rating upon sales pitch; I have not discovered this rating since installation. 2. We were promised 2 weeks after our solar installation on December 28, 2022, that we would be receiving a check for $1,000.00. 2 months later we received a $1,000.00 gift card that they refused to exchange for a check as promised. 3. Upon inspection by Lumio, they shut off our system as per procedure and forgot to return power to our panels, which incurred 2 bills from our electric company. They agreed to send a check to cover the cost and after 3 or more phone calls following up with this check, it was discovered the check has still not been approved as of May 15th, 2023 with an expectation of 6-8 weeks check arrival after approval. This was offered to ** in February of ******. We were sold this product with a cost of $69,000.00 which would be reduced by $20,000.00 via tax credits which is part of our loan payment plan reducing our monthly payments to cover $49,000.00 in place of the $69,000.00. Come tax filing it is discovered we will receive these tax credits over the course of 3-4 years rather than the 2 Lumio pitched to **.5. With an estimated Install date of December 2022 through January 2023, we were told by Lumio to file for 2022 tax even if completed in 2023. This is tax fraud.6. Contacted Lumio informing them the panels are not producing enough, they analyzed and stated we are producing more than enough, but for the past 2 months, we have received an electric bill due to not producing enough power. We have been deceived by this company and are seeking to break away from them amicably, they can take the equipment back as we are not seeking to continue a partnership with them.

  Business Response

  Date: 05/17/2023

  *****,

  Thank you for reaching out with your concerns. Your customer account manager contacted you via phone to further discuss. As discussed over the phone, in accordance with Lumio company policy all promos and rebates are paid via Tango gift cards. We regret that this was not clearly communicated to you in advance and you had expected to receive a check. 

  In regards to the two months where you missed out on production, we have submitted for reimbursement. We understand that this was communicated to you yet, you have not yet received payment. This has been escalated with our accounts payable department in order to get the funds sent ASAP. 

  Please continue to monitor your system closely and reach back out around July-August so we can perform another consumption audit. 

  Best,

  **********;

  Customer Answer

  Date: 05/18/2023

   
  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. 

  I wanted to note that another 2-months in reimbursements was offered and accepted to be included in the same check being sent for a total of 4-months. At this time, I am satisfied.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/14/2023

  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 up for Lumio Solar to have panels installed on our property in October 2022. ** were told we would receive a tax credit, a six month rebate and they would all be installed by the end of 2022. There have been several times where we could not get ahold of anyone. In November 2022, we asked to add an electrical panel (****) update to our original order/loan, since our representative told ** we would need one in order for the panels to work properly. In December our rep confirmed that the **** was added. ** missed our tax credit opportunity since, it took them six months to schedule an installation with. ** were told that our rebate offer would be extended to 9 months since we had to wait so long. After the panels were installed we received another loan installment agreement requesting signatures with an additional **** added to our original price. ** have have talked to two reps since receiving this new loan disclosure, and neither one have been able to explain why we were lied to about the original price, the rebate, or direct us to a supervisor. ** have received our first bill for the installed panels even though they are not turned on, and are essentially useless at this point. ** are paying for something that doesn't work, while still paying full price for PSE. ** also have not received any rebate and have not been able to get a hold of our original sale's rep. ** have reached out several times to get everything corrected, and are not receiving any answers.

  Business Response

  Date: 05/15/2023

  Our apologies for any delays or issues experienced. We have your account manager and a supervisor working to get your project completed asap and will be reaching out to better assist you asap. Thank you!

• Initial Complaint

  Date:05/12/2023

  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.

  I purchased solar panels from Lumio in November of 2022, the panels were installed in January 2023, it is now may 2023 and the panels are still not turned on. I've been paying on a loan for 3 months for solar panels that aren't even working yet and still paying my utility company. I call and leave messages and no one returns me calls. I had to call them repeatedly just to get updates on every step of the process. I would not recommend this company to anyone who is looking into solar. I specifically told my sales person I wanted solar panels to keep my house going through power outages and never once did he mention that I would need batteries as well. That's my fault for not researching but now I have solar panels that won't power my house when I need it most, during a power outage.

  Business Response

  Date: 05/22/2023

  *******,

  Thank you for allowing us the opportunity to address your concerns. Your customer account manager spoke with you via phone last week to review your concerns. As communicated, your system has passed city inspection and is now fully operational. Please refer to the buy back program information that was emailed to you to get enrolled. In regards to a back up battery, unfortunately this item was not included in the contract you signed. Lumio apologizes for any miscommunication but will only include items/services included in the contract. 

  Please do not hesitate to reach out should additional concerns arise. 

  Best,

  **********;

   

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20052910
  
  I am rejecting this response because: they didnt address the fact that I paid three months for financing on a solar system that wasnt operational.  They make it seem like it was communicated to me when the system was operational.  That was never communicated to me until after I filed the complaint with the BBB.  They did not address the fact that I talked to my salesperson about wanting to go solar to have power during power outages such as hurricanes and the freeze, and yet he never mentioned that I would need a battery system or that solar gets shut off during a power outage so he was either completely ignorant on what he was selling or just doing anything to get the sale probably knowing that the additional cost of the batteries would deter me.  They also did not address the fact that I was the one calling them constantly trying to get updates, never them calling to give me updates.  Also, their representative missed the first appointment with the inspector putting the project back another few weeks.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/30/2023

  Hi *******, we have submitted a reimbursement for solar payments and had previously called you regarding the buyback program. We apologize for any lack of communication but are glad that your system is up and operational now. If you have any additional questions, please don't hesitate to reach out to our team. 

• Initial Complaint

  Date:05/12/2023

  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.

  Lumio came out to my house and put up solar panels Feb 8th, 2023. After that I was told that there would need to be an inspection by the city and my power company which is ****** Public Utility. So I figured by the end of March that I would hear something about inspections but did not. I realized in April that I still had not heard anything and went back through my emails to make sure that I did not miss anything. I then called and scheduled for the city to come out because the permit was going to be expiring soon. The city came out and stated that the power company had to come out and install another meter. I then called the power company to explain the situation. I found out that there was no permit filed. I stated that I would file one myself so that this can get finishes because it had been 2 months at this point. I was told that Lumio had to be the ones to file the permit. So I called Lumio and the representative stated that they sent a message to the General Contractor that worked on my project. I never heard anything. I called again the first week of May and they stated that they sent a message to the Manager of that General Contractor. Still heard nothing. I called again yesterday May 11th, 2023. The representative stated that they sent an email to both of these people again. I told the representative that I was not getting off the phone with her until I received some type of contact information for these people because it has been over 3 months. The solar panels were supposed to help with my energy bill but I have had to pay that for 3 months and the payments for the solar panels.

  Business Response

  Date: 05/15/2023

  Our apologies for any delays. Your account manager is working to get your project completed asap and will be reaching out with an update asap as well. They are currently working with the utility company to get your main panel upgrade scheduled.  Thank you!