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

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

• 

  Lumio HX, Inc.

  12600 Challenger Pkwy Ste 200 Orlando, FL 32826-2756

• 

  Rising Investments LLC

  2500 Mottman Rd SW Ste 100 Tumwater, WA 98512

• 

  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:05/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted with Lumio to install solar panels on our home. The sales agent ****** was knowledgeable, communicated timely and was responsive when contacted. On March 30th the panels were installed, the team was professional and friendly. As of the 30th, all was going well. We were told that within 2-3 weeks, both the **************** inspection and the *** inspection/connection/activation would take place. I contacted ****** on April 19th asking for an update. I sent a follow-up on April 23rd. I received a response on April 25th as follows "I will check on it. Sorry for the late response. I will ask the office right now."I sent a follow-up on April 28th, asking for status as well as notification that I received our 1st bill associated with the purchase.I sent an email to the **************** on April 29th asking if they have any record of an inspection request. On May 1st, I received a response from the city indicating no work order has been placed.On May 1st I sent another email to ****** asking for a written response. I included in my email to ****** my findings from the city and what I read from the BBB concerning Lumio. I also called Lumio and left a message concerning the status of our inspection/connection, their lack of communication, lack of action, and that I am now losing out on the cost-saving benefits from the solar panels with each passing day. As of May 3rd, no phone call or email from Lumio.I would like Lumio to promptly contact the city and ***, ensure that the initial 6-month payment reimbursement is being sent as part of our contract, and reimburse me for unnecessary *** payments I am now incurring. An apology and open communication throughout the remaining steps of their installation would be nice, an indication of the professionalism that brought me to Lumio versus other solar companies.

  Business Response

  Date: 05/18/2023

  *******,

  Thank you for reaching out with your concerns. ****, your customer account manager has been in contact with you via email. In his emails he explained our reimbursement process since the finance company has started billing you yet, your project is not yet complete. Should we need to, additional reimbursements will be submitted for additional months pending completion of your solar project. Your most recent reimbursement is processing and will be sent to you shortly. 

  At this time, we are working with your utility company to schedule inspection. Once this is scheduled, your customer account manager will reach out to communicate to you.

  Best,

  **********;

  Customer Answer

  Date: 05/20/2023

   
  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 of this date.

  Lumio has communicated with me, had the electrical inspection completed, and Lumio will be onsite Monday to correct a labeling issue on the electrical panel.  We are awaiting the utility company to inspect and connect our solar panels.  We believe at that time Lumio will provide ** the means in which we can monitor the solar panels.

  We are also awaiting Lumio to answer question concerning the sales incentive offered by ******, their sales representative.  ****** was specific in telling ** the first 6-months of our payments would be reimbursed.  

  Lumio's willingness to cover our monthly payments due to the delay is greatly appreciated.  

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

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20016668
  
  I am rejecting this response because:

  Since my last update, our solar panels have been connected and operational, since late June.  This left two outstanding items to resolve the 6-month incentive that was part of the sale, and the commitment to reimburse any monthly payments that we incurred due to the delayed activation.

   

  On July 8^th, I sent an email to *********************, *************************** Supervisor.  **** had indicated in his May 9^th email that we would not be responsible for payments prior to our system being turned on. In my email, I shared that we had successfully logged into Enphase, the software that monitors the panels output.  I also inquired about the two financial items still outstanding.

   

  On Thursday July 20^th, my wife and I were at a local event and happened to speak to a local Lumio representative at their booth ***********************.  **** shared that the 6-month incentive program had been discontinued due to administrative challenges and that locally, they were down to about 15 customers who were awaiting reinstatement.  **** indicated that most likely, we were in this last group.  **** took our names/contact information and said he would follow up with us.

   

  On Friday July 28^th I responded to my July 8^th email, asking Kade for an update.  I cced **** and shared with Kade our encounter with **** on the 20^th.

   

  We received an email from **** on the 28^th, thanking us for the reminder, indicating he has been very busy and would check again today. 

   

  On August 3^rd emailed **** asking for an update.  This has been our last communication with Lumio and other than ****s email, we have not received any communication from Lumio since May 9^th.

   

  What we are asking from Lumio is the 6-month incentive, which would be $818.46 ($136.41 x 6) plus two months of payments ($272.82, for ***** and May) as offered by ****, totaling $1091.28.

   

  Thank you for assisting us in this matter.  If you need any emails or other information, please let me know.

   

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

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

  Business Response

  Date: 08/15/2023

  Hi *******, your reimbursements have been escalated with our accounting department and should be sent in the next few days. Please reach out to our team with any questions in the meantime. 

  Customer Answer

  Date: 08/15/2023

   
  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 look forward to Lumio's follow through with their state response/action.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/01/2023

  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 purchase solar panels from lumio in June of 2022. The panels went live September of 2022 and since then I have continued to pay for both the solar panels and an electric bill. I was told that I would produce enough to cancel out my electric bill completely and that hasnt happened. I reached out to lumio multiple times, at first they responded right away and gave me gift cards to cover the first months bill. After that I sent emails and copies of my electric bills so I can prove I was still paying for both, they told me it would take some time as my system is new. 7 full months of Solar and Im still paying for electric. Lumio has stopped responding to me after multiple attempts through email and phone. I feel like I was fed a lie all for them to make a sale and at this point I want these panels removed from my home with a full refund for 7 months of payments made towards the panels. This is extremely bad business and they should take some responsibility for the lies being told by their employees. I was also told that by getting the panels I would get a tax credit back, but what they dont tell you is that you dont actually get money back in hand, Its more of income deduction and if you zero it you dont receive the remaining balance. But this is what they base your monthly payments on, anticipating you to pay out another 20k plus towards the panels with you tax credit. In my opinion this company is scamming people and getting away with it.

  Business Response

  Date: 05/10/2023

  Hi *****, our team has been in contact with you to resolve your concerns. As discussed in your phone call, trimming your trees will increase your system's energy production. Your system is producing as expected per the contract you signed, however you consumption has increased. We have sent a reimbursement for the misunderstanding with our sales representative and have provided you with the correct information. Please reach out to our team with any further questions or concerns and we will be happy to assist. 

• Initial Complaint

  Date:04/27/2023

  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.

  On June 2022 I signed a contract with LUMIO,the contractor,to replace old roof and install a new Solar System.10 months already passed and nothing is done (No new roof,city permits expired,No ******* to electrical grid).Mosaic funded the loan for the project in advance,without checking its status;now LUMIO has no interest in complying with the contract,because they already pocket the money.Worst is Im paying a loan without receiving any money or service.All this sounds like a SCAM between LUMIO AND MOSAIC. Im looking to finish this nightmare,either get a refund from LUMIO,or a loan cancellation from Mosaic.

  Business Response

  Date: 05/02/2023

  ******,

  Thank you for reaching out with your concerns. A member of our executive resolutions team was able to communicate with you yesterday via text message. As relayed, we are working to schedule the reroof of your home. It is expected that we will have an install date set up by the end of the week. In addition, we have submitted reimbursements for both April and May, please watch for these payments to be sent to you. 

  We have assigned an executive resolutions specialist to handle your case. Should you have any concerns that arise, please do not hesitate to reach out to him. 

  Best,

  **********;

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was told I would be reimbursed for payments made until my system was online and functioning. I was paid for one month and left hanging on the next 3 months. And no response to emailed inquiries about it. AND- I shared my concerns about the installation of my system. Raw holes left in the side of my home and concerns about where they placed the pole for monitoring system- possible water line encroachment. No response about this either.

  Business Response

  Date: 05/10/2023

  Hi ******, thanks for bringing this to our attention! Your solar project is complete and all open service work is complete. We have submitted reimbursements to our accounting team and you should see those in the next couple of weeks. We have provided a form for you to submit in regards to the damage to the side of your house and will be able to put in a service order once we receive that back. Please let ** know if you have any questions or concerns in the meantime.

• Initial Complaint

  Date:04/25/2023

  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.

  One of their salesmen came to my home and told me that I had to sign this form to get a credit check and see if I qualified. I questioned the form and he REASSURED me that it was just a prerequisite to determine if I qualified and it was not a contract and that I was under no obligation. The salesman lied about the next steps and I received a call from scheduling trying to setup an install. I advised that I was not interested nor informed that the installation was in progress. I confirmed I did not wish to move forward. They advised it was ok. Months later I received a call from their company attempting to collect a cancellation fee. Salesman (****) now refuses to take my call. I want them to remove the fraudulent cancellation fee.

  Business Response

  Date: 05/02/2023

  Tera,

  Thank you for bringing your concerns to our attention. We received your intent to cancel within three days of contract execution, therefore your project will be canceled free of any charge. 

  Should you have any further concerns, please do not hesitate to reach out to **. 

  Best,

  **********;

• Initial Complaint

  Date:04/25/2023

  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.

  Back in 10/2022 we had solar panels installed, Lumio never contacted our city to have the inspection completed until we reached out to our rep numerous times in January after starting to make payments required by the company in January, we have failed inspections numerous times. We are currently having to pay for the panels and our electric company and cannot get any response from Lumio to make this right. Extremely unprofessional and disappointing.

  Business Response

  Date: 04/25/2023

  We have tried referencing your account in our system using the information provided and have been unable to do so. Please reach out with the name, address, phone number and email in which the system was purchased. 

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/20/2022, I had a meeting with Lumio sales representatives to discuss my options for installing solar panels. After multiple fixes to the contact, all parties signed the document on 07/06/2022. The work began shortly afterwards in July/August to begin the solar panel installation.After multiple visits due to lack of proper equipment, I was told by Lumio that the work was completed and a request for final inspection by the city/county was requested on 08/22/2022. While the inspector confirmed and gave a green light, it took additional weeks of emailing and calling Lumio to finally come to a conclusion that the solar panels were not installed correctly and missed a critical component connecting the solar panels to the control box. To note, this was not identified at the time of inspection.From August of 2022 until April 2023, I desperately tried to get in touch with someone from Lumio via emails and calls, all of which resulted in failure to respond or failure to come to a full resolution. While some work was done in between this aforementioned timeframe, there was absolutely no work done to ensure that the solar panels were active and verified to be working as intended. As of today 04/20/2023, almost 10 months after the installation process began, the solar panels are still not active and Lumio has consistently failed to act on resolving this issue in a timely manner.Additionally, Lumio has been delaying reimbursing the monthly payments I have been making for the solar panels. While the first three months of payments were reimbursed after weeks of contacting their support team, subsequent reimbursements have not been completed yet and I am continuing to make payments to solar panel installation that has not even been completed.Lumio should complete the solar panel installation as soon as possible and provide full reimbursement of all monthly payments that have been made and a prorated amount for the days prior to future completion date.

  Business Response

  Date: 05/09/2023

  ****,

  Thank you for bringing your concerns to our attention. At this time, we have scheduled a service appointment with you on May 17th. Additionally, we have sent reimbursement out to date.

  Best,

  **********;

• Initial Complaint

  Date:04/19/2023

  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.

  I signed the contract with Lumio on July of 2022. The sales person *********************** said that everything would be installed by December of 2022. We are in April of 2023 and I am still waiting for the system to be fully installed. There was a request for inspection and it failed because the job failed to be completed. Lumio reached out and told me that they were sending an installer to complete the failed work. At 9:20pm on Wednesday 4/19/2023 I received a text message from Lumio needing to cancel the work because of an installer emergency. I can not believe that they do not have any other installers they can reach out and send out. The contract I signed was for a large system which they charged me over 80k. I am frustrated with this and want this to finally get installed so I can get over this nightmare. It is a huge investment and I believe I should be a priority. I have been given the run around through out this process and I have been very patient. This is unacceptable, I have missed many days from work to meet with the installers, electricians and the inspector. Like I mentioned I want the job to get done and now I am looking for compensation back. I am also looking if this does not get resolved in a timely manner to cancel this contract without any penalties. Please reach out to me at your earliest convenience.

  Business Response

  Date: 05/02/2023

  ****, 

  Thank you for bringing your concerns to our attention. We have scheduled an installer to be at your home tomorrow for the correction work. In addition, we have assigned an executive resolutions specialist to your case to further guide your project to completion. 

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

  Best,

  **********;

  Customer Answer

  Date: 05/03/2023

   
  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:04/18/2023

  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.

  AKE sold a system that promised to make more energy than I use, but it never did. On 1/26/22 AKE stated The software we were using at the time had a glitch in it- so it under calculated, so we are correcting these accounts. It not on you its on ** as a company. I was offered either installing an additional ******************************************************************************************* a $10,800 buyout.I agreed to panels, but just what would fit on the back of the house. AKE, now Lumio, began work on the reduced-panel design and my electric bills were reimbursed until there was no response. On 2/21/23 after multiple requests, Lumio informed me they are no longer honoring the option agreed upon a year ago, would not pay for required shade mitigation and no longer reimburse for electric overages.On 2/23/23, they stated Even with ** catching an error with the system being undersized it simply means we offer and you accepted a system that was too small for your needs. Our current method for handling errors like this is offering the remaining of the system at a reduced cost. Again, we do not offer the offset in the proposal. We offer the estimated production and without the shading, the panels should be meeting that production. We might be able to assist with the branch removal cost that was mentioned in the previous email but other than that there is nothing else we can offer besides offering to sell the additional panels at a reduced rate. On 3/3/23, Lumio agreed to pay for the required tree trimming and would provide the original design at a discounted cost. I signed a Release and Waiver of Claims for the shade issue on 3/2723, had the work done and informed Lumio shade was no longer an issue and to design accordingly. On 4/4/23 I informed ******* still hadnt been contacted on the promised discounted panel design and was going to make a complaint. As of 4/18/23 there is still no response.

  Business Response

  Date: 05/02/2023

  ****,

  Our inside sales team has been trying to get in touch with you and has left voicemail. Please reach back out so we can help implement a system expansion. 

  Best,

  **********;

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19950474
  
  I am rejecting this response because:

  I received a voicemail stating he was in the office for the next 21 minutes and if I didn't call they'd call me the next day. After a few days of no response, I called and left a voicemail. Still no response.

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

  Business Response

  Date: 05/09/2023

  ****,

  A member of our inside sales team reached out via email as you requested. Please work with him to further coordinate moving forward. 

  Best,

  **********;

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19950474
  
  I am rejecting this response because:
  

  I called ***** back this evening and explained I took care of the shade issue by removing the whole tree and reiterated I was just looking for what panels could fit on the back of the house. He did some rough calculations and said I could probably add another eight panels. He then said this addition would cost me about $22K financed. I asked for the cash price and he said about $14.5K. So, 16 months ago, they offered to put ***************************************** $10,800. Now they want me to pay $14,500 for eight panels. The entire original project including 26 panels, hybrid water heater, variable speed pool pump, and ************* box was $40,040. Adding eight panels, at a discount, increases the total cost by 1/3. I informed ***** that solution was unacceptable. The fact they were paying my electric bill overage while designing the promised solution well past the merger indicates the new company had taken responsibility for the error. He said there was nothing more he could do and said he would pass my complaint on to an executive tier for further consideration. At this point, I dont know if anyone is designing the system that was promised.

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

  Business Response

  Date: 05/15/2023

  Hi ****, our team has been in communication with you to explain your production, consumption, net metering, etc. per your request. If you would like to move forward with purchasing additional panels at a discounted rate, please work with our team to get started on that. 

• Initial Complaint

  Date:04/17/2023

  Type:Sales and Advertising 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.

  My sales rep **** sold ** our solar unit we got a large unit at a cost of $55,000.00 he promised ** a rebate of $16,000.00 to be applied to the cost of the solar which would leave ** owing $46,000.00. Not only did he lie, it took 8 months to get it installed. We signed paperwork on March 1 2022 and did not get installed until October 4 2022. We were told numerous times by **** we would get this rebate. I filed my taxes February of 2023 no rebate. I googled information on it and in the *************** the rebate goes to the contractor and they are to apply it to your loan. I found out Lumio did none of this. They did not send our address to the **** for the rebate. We got charged the full amount of the loan and they got ** for the full amount of the loan. They scammed ** and lied to **. My next complaint will be with the **** They are scammers.

  Business Response

  Date: 05/10/2023

  Hi *****, thanks for reaching out. After reviewing your complaint, our team would like to speak with you to resolve your concerns as the information you provided is not correct. Please give us a call back so we can assist.

  Customer Answer

  Date: 05/12/2023

   
  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.
  **** worked hard to find out what happened and helped me figure out ODOE rebates. They did do all they could to help me. 
  Sincerely,
  
  *************************