Complaints

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

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• 

  Lumio

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

• 

  Lumio HX, Inc.

  12600 Challenger Pkwy Ste 200 Orlando, FL 32826

• 

  Lumio HX, Inc.

  12600 Challenger Pkwy Ste 200 Orlando, FL 32826-2756

• 

  Rising Investments LLC

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

• 

  Lumio

  2000 E Lamar Blvd Ste 300 Arlington, TX 76006

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

• Initial Complaint

  Date:05/11/2023

  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 November '22 lumio installed solar panels on my roof. They installed 4 of them in a non agreed location I assume to maximize lumio profits rather than solar production (north facing part of roof in shade most of day) I called lumio to get it straightened out and they assigned me a project manager "issabella"She agreed to call mosaic the finance company and get them to stop billing me because the project was not completed. This has not happened. She has also been neglegent on getting back to me when i have a question or to folliw up on something she said she would do. I'm getting billed for a system that was never completely installed. (Lumio lied to mosaic) Now the city permit is getting pulled because of a lack of communication and work being performed.I need lumio to complete the project and for them to pay mosaic directly until my panels are operational. I should also get compensation for the loss of production and the general hassle of it all

  Business Response

  Date: 05/17/2023

  *****,

  Thank you for bringing these concerns to our attention. Your account has been reassigned to a management level customer account manager, ****; who has been in contact with you. **** will continue to stay in contact with you through the completion of your project. At this time, we do have your *** scheduled on June 19th. Additionally, a reimbursement for two additional months of solar payments has been submitted and will be sent to you shortly. 

  Should you have any additional concerns through this process, please do not hesitate to reach out. 

  Best,

  **********;

• Initial Complaint

  Date:05/11/2023

  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.

  Had lumio install a solar system. 30 total panels. System has been "installed" for over 6 months now. It took months to get the final inspection done with no updates unless we reached out and asked. System still is not connected and I've been paying for the VERY expensive system for the past 5 months now. Still ZERO communication from Lumio. I even reached out to the local power company to ask if they had a work order to install the meter. They had requested a change to the setup in November and hadn't gotten a reply. I notified lumio and was told it would be expedited. So far I haven't heard anything and it's been 2 months since I reached out to the local power company and asked Lumio to step it up. No reimbursement for the payments made for the loan either. Very upset that I am paying 300 a month for a system that is absolutely useless right now, and even more upset because it feels like lumio has my money and no longer cares to finish the job. Needs a resolution even if the *** of the company has to come out and resolve it himself/herself. Absolutely insane how long we have been waiting for this to be hooked up with ZERO communication from Lumio. Every contact has been myself or my wife reaching out to them. At this point I feel as if they have breached their contract by failing to finish the job.

  Business Response

  Date: 05/30/2023

  Hi *********, thanks for reaching out. We have already sent your previous reimbursements and have submitted the reimbursements for *** and June. We have also reached out and provided you with an updateTID has received our interconnection request for your solar and can take up to four weeks to review and approve. Please don't hesitate to reach out with any other questions or concerns in the meantime. 

• Initial Complaint

  Date:05/11/2023

  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.

  Solar panels installed on the house in January of 2022. After a year and a half of trying to get the 6 panels on the back house connected to the grid, Lumio's lack of customer care has not been able to get them working, or connected to the grid. I have called customer service almost every month to try to resolve this, sometimes multiple times a month, to no avail. They are either incompetent, or not interested. The panels cost me $60,000.00. The energy savings is next to nothing. It appears the only thing I am generating is power for the power companies, but not with all of my panels, just some of them. I have asked for renumeration from Lumio, but they have completely ignored that request. Buyer BEWARE!!!

  Business Response

  Date: 06/05/2023

  Hi *****, we have received your correct utility bills and are working on revisions for your solar system. Please continue working with our team until your concerns are resolved and your system is fully functional. 

  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:05/11/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Lumio Solar - formerly Atlantic Key Energy - to install a residential solar power system on my home. The installation occurred on one day, August 16, 2022. It is now 9 months since the system was installed, and it is still not operating. It has failed municipal inspections at least four times. It did pass the final inspection on May 10, 2023, however, when the electric company came to set the meter I was informed that the wiring for the meter was incorrect. I have been paying the bank for this system for 8 months and still paying the normal utility bills that would have been reduced in the system was operational. The company does not have knowledge or understanding of the municipal codes and requirements of this county - a county in which they install systems regularly.Communications. This company has extremely poor communication. The home office and the field do not communicate well with each other about the status of the project. There have been several occasions when the office scheduled an inspection or other work when I had told the technician that was not available. Punch lists that were created from failed inspections were not communicated with the next technician to work on the system. I have had one successful call with the home office in the nine months since installation - all others only produced return calls from staff who had no idea how to resolve my issue. The company did credit several months' payments to me however I have now surpassed those credits in subsequent payments. It is now to the point that I either take legal action or have them remove this system completely.

  Business Response

  Date: 05/24/2023

  Hi ****, a member of our customer care team spoke with you last week reporting that we are working to get our crew located in ************** scheduled to service your system. Once the service to remove the meter base, **************** can perform the meter swap. To account for payments made to you solar loan prior to production, we have submitted reimbursement. Please do not hesitate to reach out should you have additional concerns. 

   

  Customer Answer

  Date: 05/24/2023

   
  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 at this time. I have had similar correspondence in the past only to have issues with this company so while this may suffice for now I am not completely confident. I will hold further judgement enough time for the company to complete their obligations under our contract.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/09/2023

  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.

  On 22 Mar 2023, Lumio installed a Solar panel system on my roof at ******************************************************** for $47,000. Lumio neglected to submit Completion of work certification to Puget Sound Energy as well as notifications to L&I for inspection. They were supposed to submit these documents within 3 working days to the respective entities, L&I didn't get notification for 1 month, PSE is still waiting after 1 1/2 months. I was told I would receive a $2k promotion rebate, they didn't submit the paperwork until a month after the install and I still have to wait 2 months for the rebate. I have attempted to contact my representative *************************, he never answers the phone. I called the company, my project manager was "unable to take my call." So I left him a message asking for an explanation via email and have yet to receive any response. Meanwhile, my solar panel system is sitting on my roof completely useless. My neighbor down the street, **************** SE, is in the exact same situation. I'm paying on a very expensive loan with a high interest rate and no return on this "green energy" system. If they had done their job, my system would be on and I would be benefiting from a lower electrical bill if nothing else. They need to submit a Certification of Completion to Puget Sound Energy so that I can have the system turned on and running. I want an apology and an explanation why they didn't finish the job in a timely manner. Lastly, I want compensation for the lost kilowatt hours I could have benefited due to their lack of diligence.Respectfully,*************************** MSG (***) ** Army *********************** **************

  Business Response

  Date: 05/15/2023

  Hi *******, thanks for reaching out. Our team has communicated with you to address your concerns and provide an update on your account. Reimbursement has been submitted and your PTO documents have been submitted, with an estimated PTO date of June 5. Please reach out to our team with any questions or concerns in the meantime.  

  Customer Answer

  Date: 05/16/2023

   
  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:05/09/2023

  Type:Billing 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 salesman was misleading and untruthful. During his visit in January 2023, I very specifically asked about cancellation policies and at what point could I cancel the project without penalty. We were told that we could cancel at anytime up to the point that materials were ordered. He never stated the 3 day policy and I never received a copy of our paperwork. He said if anything, we would have to pay for any permits that were obtained. Knowing that our small town did not require permits, I knew there would be no permit fees. We were never told of any other costs that would be incurred with the site survey or correspondence with the city and electric company. Nearly every contact I have had with Lumio has been with a different person. I just want to cancel our project. Now I'm being told that it will cost ** $3500 to cancel while at the same time being offered $1100 if we continue the project. If they can offer me $1100 to continue, is it really that much harder to just cancel the project without the $3500 charge. I no longer want to have any dealings with Lumio, much less a lifelong commitment due to the runaround and treatment I have received from their representatives.

  Business Response

  Date: 05/16/2023

  ******,

  Thank you for reaching out. We have reviewed your complaint and found the following: your install agreement was signed using Panda Doc. This software sends you an email with the contract. Upon reviewing the contract via email, you signed the agreement. ** the agreement, it clearly states that you had three days from the date signed (01/04/23) to cancel without incurring any cancellation fees. Given this document was sent to you via email, it was available for you to further review even after signature. 

  Given these findings, as previously stated, Lumio will assess a $3,500 cancellation fee. 

  Best,

  **********;

• Initial Complaint

  Date:05/09/2023

  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.

  Solar panels were supposed to be completed prior to the first of the year. Now it is middle of April and still not complete. Over $58000! I have paid 2 payments on my system while still paying for electric bills. I would not recommend this company to anyone.

  Business Response

  Date: 05/31/2023

  Hi *******, thanks for reaching out. Our team is working to move your account forward and will be in touch shortly to provide an update. 

• Initial Complaint

  Date:05/08/2023

  Type:Delivery 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.

  Received Solar Panels in June 2022 from *************************** they didn't get proper inspection permits it took months if me jumping through hoops to get it resolved i was stuck with paying high electric bill plus my loan. Now i have **** informed they have not submitted my permit correctly and it has expired and immediate action needs to take place. When the company submitted my application they place my city as ***** when it ********* so the application for permit needs to be corrected and the fee needs to be paid. I called and advised *************************** and ******** on April ***************************************** to get this resolved. Time is ticking for i only have 30 days from April 21 to resolve it . I should not have to go through this for lumio to get resolved. Please help me resolve this matter ********** A *****

  Business Response

  Date: 05/16/2023

  **********,

  Thank you for reaching out and allowing us an opportunity to work with you to resolve your concerns. Your customer account manager has been in contact with you to communicate that we are actively working with your utility company to obtain PTO! Once PTO has been received, your customer account manager will be in contact with you again to let you know. 

  Best,

  **********;

• Initial Complaint

  Date:05/07/2023

  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.

  I agreed to a contract with Lumio to install solar panels on my garage and carport in March of 2023. The panels were installed but not properly hooked up. It took months to get them connected to my home and almost another year before the inspection was complete and we were given the all clear to operate and use the panels. All the while Lumio was reimbursing me for my payments. Now in May of 2023 the panels are still not operational, and every time a tech comes there is a new problem that someone else has to come and fix with no idea of how long it will take or when I will be able to use the panels. My last payment was made in April and Lumio is refusing to reimburse the payment. They will not communicate with their own techs about what is going on and when my system will be working. In the meantime electricity bills have been going through the roof since summer is beginning here in west *****. I want my reimbursement for my payments and I want this job finished so I can lower my electricity bills. If it is not fixed I want to continue to be reimbursed for my payments. Also if they cannot fix the issue, I want them to come take their panels and end this contract.

  Business Response

  Date: 05/10/2023

  Hi *****, thanks for reaching out about this. We have you scheduled for service on Friday, May 12 to make sure your gateway is connected properly and review your  system. Next steps will be determined once this appointment is complete. Please continue working with our team until this is resolved. 

• Initial Complaint

  Date:05/05/2023

  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 signed the contract for installation in July 2022. The installers had to adapt the plan for installation after they were at my residence. During the process, the roof was damaged. I have been reaching out to Lumio repeatedly for MONTHS and still am unable to get any resolution. Finally, on Thursday, February 23, **** with Great Works reached out saying that they were a company contracted by Lumio to come assess the damages and they would have a technician be at my house on Monday, February 27th between ****. I had to take off work to be there and nobody showed up. After I reached out several times with no response, **** finally responded and said the tech was running behind and would need to reschedule. He told me he would call me back later that day to set up a time but never did. After multiple attempts to reach him, I finally got a response on Thursday March 2 that they would be there between 9 and 10 tomorrow. I have heard nothing back since the tech came to the house. I have called Lumio countless times and have never gotten any closer to a resolution. The only thing they tell me is that they are waiting on the home damage department and will be in touch. The leak into the attic could be causing potential havoc every time it rains and it has been awfully wet lately. The speed and efficiency of the customer support team is comical and the fact that it has been close to a year with no resolution is disgraceful. I should not have to continue calling any respectable business for MONTHS to get to a resolution.

  Business Response

  Date: 05/17/2023

  *****,

  We appreciate the opportunity to help with your concerns. Your customer account manager has been in contact you regarding this issue. Documentation shows that you elected to have the subcontractor Cool Roofs complete the necessary work. In talking with Cool Roofs, it was determined that it would be best to work with a different sub. We are activiely working to locate an appropriate sub and get this work scheduled. 

  Your customer account manager will continue to remain in contact with you during this process. 

  Best,

  **********;

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20022488
  
  I am rejecting this response because: I did not elect any contractor and have never heard of Cool Roofs until reading it in this response. Furthermore given that the date the contractor came out was 3 months ago I believe "actively working to locate an appropriate sub" is a stretch. We finished construction on our house about a year ago and still communicate with that contractor regularly. In addition to him there are several others in the area that could provide an estimate for the damages. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/02/2023

  Hi *****, our team was going to come out and assess last weekend but didn't hear from you in time. Thank you for working with our team to reschedule. Please continue working with them until all concerns are resolved.