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

• 

  Lumio Energy

  2929 S Elm Ave Fresno, CA 93706

• 

  Lumio

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

• 

  Lumio HX, Inc.

  12600 Challenger Pkwy Ste 200 Orlando, FL 32826-2756

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:04/17/2023

  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.

  We bought a home solar system that included a whole house back up generator and the generator was never installed causing ** to experience power outages that the system was purchased to avoid.

  Business Response

  Date: 05/17/2023

  *******,

  We appreciate you bringing your concerns to our attention. At this time, we are diligently working to get needed work scheduled however; we are currently waiting on the gas contractor's legal team to review and approve our master service agreement. Once this agreement is in place, we will be able to move forward and get the needed work scheduled. 

  Best,

  **********;

• Initial Complaint

  Date:04/15/2023

  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.

  Lumio requires that their installer remove solar panels when work is needed on the roof. Allowing anyone else to detach and reinstall the panels would result in a voided warranty. My roof has solar from Lumio and currently needs replacement. On March 31st, I gave the verbal ok to my roofing contractor to proceed with my new roof. At that time, I was advised to contact my solar company to schedule the detach and reset. I called Lumio that same day. When I hadn't heard anything, I called again on April 3rd. I kept calling almost daily for a week after that. Panels are removed by a 3rd party, and I was told by Lumio that the 3rd party would call me to schedule by the end of the day on the 3rd. That never happened. By April 10th, I was losing patience and asked for a direct number to the 3rd party. At this time, I was told that I had been sent an estimate by email on the 7th. I let Lumio know that I never got the email and verified my email address and asked them to send it again. I also called the 3rd party multiple times, but a person does not answer, and the ** extension for my contact had a full mailbox. I let Lumio know this, but to this day the mailbox remains full and messages can not be left. On 4/11, I received an email from Inmotion Construction, the 3rd party. I replied to the email within less than an hour of receiving it, but as of April 15th, I still have no reply. On April 13th, I called Lumio again to complain about the lack of response from Inmotion and was told that the most they could do is message the appropriate person. I asked to speak to a Lumio supervisor at this point, and was told the supervisor would call me back before the end of the day, which never happened. At this point, I am fed up, and my roofing contractor is ready to install my roof! Please help! I just want to get this scheduled ASAP! I'm very disappointed in the service Lumio has provided thus far and at this point would be reluctant to recommend their services!

  Business Response

  Date: 05/02/2023

  *****,

  We have arranged to have a team at your home today for the panel removal. Tomorrow, May 3, a team will be onsite for the roof. From here, your dedicated customer account manager will work with you to move your project forward. 

  Best,

  **********;

• Initial Complaint

  Date:04/13/2023

  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 know this is long but it's worth the read and it will save you a lot of time and money. DO NOT!!! AND I REPEAT DO NOT!!! GO WITH THIS COMPANY!!! They are a bunch of lies and cheats! No type of communication! And they just tell what you want to hear and they do nothing about it! First problem with these people! My panels were installed November 2021 but were not activated until May 2022 because they kept failing inspection! I was told that my 18 month payment of 75 dollars would not go into effect until my panels were active but that was a lie and got screwed out of 6 months. I have I leak in my roof from the panels that I have been telling them about and nobody has done anything about it cause someone lied and said they repaired it already. Was told today by a customer care supervisor that she was gonna send me a email so that I can send them pictures and information about the leak but never received an email so thats another lie! Was never told about the solar buy back program, so I got screwed out of 9 months on that! These people are FULL OF IT!!! and are just gonna get you for your money! DO NOT DO IT PLEASE!!! I'm just trying to stop someone from doing the same mistake as me. And as for the company that reads this review do not send me info about customer care cause I have already talk to them and they did nothing! If you want to fix this have someone with authority contact me!

  Business Response

  Date: 05/01/2023

  ******,

  In order to help address your concerns, we have scheduled a tech to visit your home tomorrow, May 2. We have scheduled this site visit in lieu of the home damages form that we requested to have filled out. This site visit will allow our team to evaluate the leak notated in your complaint. 

  Best,

  **********;

• Initial Complaint

  Date:04/10/2023

  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 signed our contract (electronically?) 10/14/22. We were assured that the system would be up and running before Christmas. Solar panels were installed 12/15/22. When the installers left, they said that hopefully they would be back the following week to hook up the electricity. Christmas came and went. We were told that SDGE needed to approve electrical plans and area for the electrical panel installation, which was scheduled for ******** It seemed to go off without a hitch. At that point, everything seemed fine, though obviously delayed.It is now April 2023nearly 6 months after we signed the contract. To date, NO ONE from Lumio has let us know the status of our project, not even when they changed project managers. There was a problem with documents that SDGE had to tell us what was wrong (the original salesperson filled out the *** contract wrong), several calls went unanswered until my wife began calling different customer service numbers and found a person in ******* who said he sent messages to both our advisor AND her managerwhich seems to have resulted in the documents being resent to SDGE and with the advisor/project manager no longer accepting our phone calls or or acknowledging our texts. Still no contact from Lumiobut at least the paperwork for *** is finally at SDGE, and will allow us to be grandfathered into the old rate.What we want is for Lumio to complete our projectwe have already paid 2 months on the solar loanas well as full SDGE electric rates. We understand that Lumio is seriously backlogged (or so the young lady whos our advisor says), but the lack of communication is now bordering on ridiculous.

  Business Response

  Date: 04/17/2023

  *******,

  A member of our team was in contact with you on 03/10/23 to provide an update on the status of your account. In addition, an NEM application has been submitted. 

  Best,

  **********;

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19919064
  
  I am rejecting this response because: The stated information is incorrect.
  No one from the team contacted me on 3/10/23. My wife had to call ******* on 4/9/23 in order to find out our advisor had been changed (for the 3rd time)and we were contacted by the new advisor and informed on the status of the project on 4/12/2023. Also, my wife had to call several times in order to get the *** contract submitted as Lumio repeatedly failed to follow through. As it is, SDGE did not receive all the documents until 4/3/23 and as of 4/17/23, has not acknowledged if we have been accepted (the cutoff date was 4/14/23). Therefore I reject the reply as nonresponsive.

  However, the new advisor has given us a tentative date for the electrical installation for 5/11/23. So, we are in a holding pattern at this time.
  Sincerely,

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

  Business Response

  Date: 05/02/2023

  *******,

  It has been confirmed that your NEM application was submitted and accepted prior to the April 14th cutoff date. At this time, your system is pending the install of the net meter. Service work for this install has been scheduled for *** 11. 

  Please reach out should you have additional concerns. 

  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 at this time.

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

• Initial Complaint

  Date:04/06/2023

  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 Sept 28, 2022 the solar panels, enphase controller and associated electrical was installed on the roof and side of the house. The solar system was not connected to the house panel or electrical grid. i have contacted Lumio multiple over the past 4 months to have someone come out to the house and fix the issue. A tech Came out on Feb 17 2023 to assess the system and confirmed that the breaker to the house panel was not installed. There has been no further action taken by Lumio to resolve the issue since that date

  Business Response

  Date: 04/14/2023

  ******,

  A member of our executive resolutions team has been in contact with you to ensure all needed corrections have been completed. In addition, a reimbursement for six months of your solar payment has been submitted and you will receive a check. 

  Best,

  Katie 

• Initial Complaint

  Date:04/05/2023

  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.

  Back in 2021, we purchased our solar panels from "Zeneth," that became "Deca," and now "Lumio." We were told that we did not need a Generac for our panel and in the event of a power outage they would still be on for 6 hours. As my electricity bill keeps on getting high because my panels aren't reading right and they failed to set up my account. We were not able to view our app or consumption reading. We are constantly getting a run around with the company, stating that we need to add a "Consumption Meter," when it was never turned on or even possibly connected. We were never told that they would put a lien on my home nor did I authorize them to do so. We never got our contract and could not get a hold of anyone or the documents needed to file it with out taxes. At this point, I just want them off my house, tired of them giving me the run around. Then stating that I need more panels on my property, when Everyone works or is in school. It makes no sense anymore.

  Business Response

  Date: 04/25/2023

  *******,

  A member of out executive resolution team has been in contact with you to discuss switching to a better buy back program. In addition, a request for agift card in the amount of $500 has been submitted to our accounts payable department for your inconvenience. 

  Customer Answer

  Date: 04/25/2023

  
  
  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:04/04/2023

  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.

  The salesman promised the installation of a full propane tank and all the plumbing. I have been working on getting this whole system installed since July 2022. The solar and the backup generator were finally connected Friday March 31st 2023. Whoever they still have not brought the propane tank or had it plumbed in. I talked to a representative today and was told they dont do that and I would have to talk to the salesman J ****** directly. He has not answered any of my calls since august 2022. I know have a generator that is just setting on the ground that I am unable to use after waiting 8 months for the installation and it is still not complete.

  Business Response

  Date: 04/28/2023

  ******,

  Thank you for bringing your concerns to our attention. A member of our executive resolutions team has been in contact with you to help resolve the issues at hand. As discussed there is no propane tank or plumbing service included in your contract. Should you have documentation where this was communicated to you by your sales rep, we ask that you send that communication to **. Without this documentation, we cannot provide anything that was not included on the written contract (and included in the funding that you received). Given the delay you have experienced to PTO, a reimbursement has been submitted and will be sent to you. 

  Best,

  **********;

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19894573
  
  I am rejecting this response because:
  I do not have the information from the sales rep ***************** and he will not answer or return any of my calls. How ever if you will look at the original contract it states that it will be a DIESEL and not a propane generac installed.
  Sincerely,
  
  *********************

  Business Response

  Date: 05/02/2023

  ******, 

  A member of our executive resolutions team had the opportunity to connect with you yesterday at which time you were asked to send a picture of your contract and/or communication from your sales rep where it states that you would receive a diesel generator. Upon receipt of this documentation Lumio will work to fulfill. We have confirmed with your sales rep that an operational Generac was promised and we will fulfill unless you can provide additional documentation showing that this needs to be upgraded to a diesel generator. 

  We look forward to hearing from you. 

  Best,

  **********;

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19894573
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/03/2023

  I was told by the sales man that I would have a full functioning system including fuel to my generator. I would like to speak with the sales man so he can clear this up, but he will not answer or return any of my calls!

  Business Response

  Date: 05/15/2023

  Hi ******, our team has been in communication with you and were told by you that there is no documentation in regards to the diesel generator. However, we will be providing a rebate for you for the inconvenience and misunderstanding. Our team has confirmed that you are okay with this solution. Please work with our team on any further questions or concerns you might have. 

• Initial Complaint

  Date:03/31/2023

  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 or about January 2023, my husband, *********************** and I purchased solar panels through a representative, ******, of Lumio Solar in *****, *****. They were to place the solar panels on the roof, as well as trim the trees so that could the panels could get direct sunlight and we could begin using solar power. To date, we have not yet received any responses to our inquiries as to the status of the completion of the panels installation and we are now beginning to make payments on the loan with no working panels. We try to make contact with Lumio several times a week to no avail. My home is now, in April, sitting with unworking solar panels and I am making payments to the electric company as well as the panels loan. I need this job finished immediately.

  Business Response

  Date: 04/03/2023

  ******,

  In an attempt to help work toward resolution, Lumio has tried looking up your account in our system but has been unable to access it. Can you please provide us with the full name of the signer on the account, the address where the panels are located, and the phone number that was listed on the account. 

  Best,

  **********;

• Initial Complaint

  Date:03/30/2023

  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.

  A person came to my door wearing a Lumio name tag. I told them I was not interested and they told me it was mandatory I speak to them. I told them it wasn't mandatory and shut the door. They should not be using these types of tactics. This is false at best and predatory at worst and the company should not be allowed to operate this way.

  Business Response

  Date: 04/03/2023

  *****,

  We appreciate you bringing your concerns to our attention. Lumio does not condone this type of behavior and we will be working with our sales *********** leadership to reprimand this rep. 

   

  Best,

   

  *****

• Initial Complaint

  Date:03/28/2023

  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.

  We had solar panels installed by Lumio. They told us that we would need to trench from our detached garage to the electric panel on the house. So the price we financed had the trenching included. We already had electricity to our detached garage where we have the solar panel put, so they were able to pull their wires thru the existing conduit that we already had. We have been trying to get reimbursed for this since October 2022. We called in January 2023 and was told that it had been approved for reimbursement and as of today we haven't received it. We also called the first of March 2023 and was told we should received the check in two weeks. I called Friday March 24th and was told it would be another 6-8 weeks because they were running behind on refund checks. If they have that many refund checks to print them their business practice *****. Their customer service is a joke! I would not recommend them to anyone!

  Business Response

  Date: 04/05/2023

  *******,

  Thank you for bringing your concerns to our attention. It as be confirmed by our accounts payables department that a check in the amount of $2,000 was sent out on 03/30/2023. 

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

  Best,

  **********;

  Customer Answer

  Date: 04/06/2023

   
  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,
  
  ***************************