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:03/24/2023

  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.

  I am sick of being harassed by college student sales people who do not understand the meaning of "I'm not interested." I am purchasing a "Do not solicit" sign for my front door, but based on other reviews apparently that means nothing to this company. I have my door beat on repeatedly in a rushed fashion followed by the doorbell rang, so I assume it's something urgent from a neighbor. This happens monthly, sometimes every two weeks. I tell them I'm not interested, they say "oh I'm not selling anything" then proceed to go on a long tyrant. I had a knock on my door today and they asked "has somebody spoken to you in the past month?" to which I reply yes, and tell her how often, and that I'm not interested again. She proceeds with her spiel, I tell her I'm not interested. She starts asking me a bunch of questions. I tell her I'm being harassed and I'm not interested in a company that doesn't keep a database to see which houses they've gone to and who is interested. She says "actually, we DO keep a database and know which houses we've gone to." Then WHY are you asking me all these questions? STOP HARASSING MY HOUSE.

  Business Response

  Date: 03/27/2023

  *****,

  Thank you for providing us with this feedback. Your complaint has been passed along to our senior leadership team to address and implement further training. 

   

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19850387
  
  I am rejecting this response because: Lumio did not acknowledge our request to no longer be contacted. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/16/2023

  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.

  October of 2022 we were sold a solar system and given a timeline of 4 to 6 weeks to completion. As of March 2023 we are still waiting for our system to be operational. We have had difficulty getting responses from anyone at the company and have waited 4 weeks at times to hear back from anyone. We paid cash for our system. We were issued a bill, to pay in full in January and paid it, expecting our project to be completed that month. We have had a number of different electricians work on our project and each one has made an error that has cost us weeks of getting our project complete. It was not until February that we were given an actual project manager, despite our attempts to email anyone who had contacted us. No one has offered information that would get us in contact with someone who would actually help us. Some service calls came with regular text updates about when someone would be coming to do the work, while others had no contact, they just arrived. When I would reach out to my project manager, often it would take multiple days to get a response, adding even more time to complete the project. Often times a simple response with the right phone number to call would have been all that was needed. Again we paid in full for our system in January. It is now March, and we still dont have a fully operational system. We are now waiting for another technician to come to our house to trouble shoot a problem. We have had a number of sunny days and not been able to get our net metering credit for those days in these past 5 months. We have been paying our full electrical bill.

  Business Response

  Date: 03/24/2023

  *******,

  We appreciate the opportunity to help resolve your concerns. You have been in touch with a member of our customer care team. This **********************, employee let you know that a work order has been put in to complete necessary work. In addition, we will be sending reimbursement equal to three months of your utility bills given the delays experienced in your project. 

  Best,

  **********;

  Customer Answer

  Date: 03/27/2023

   
  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:03/14/2023

  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.

  My husband, **** (87) and I (84) have a full roof of solar panels on our house. ****, who has dementia, was approached by a Lumio salesman in July 2022. **** said he would like to get the broken panels replaced. The salesman came to our home gave us a contract. I couldn't read the electronic version but checked the boxes thinking that I could read the paper version. I asked for a paper version but did not get one. I actually received the contract in February 2023. On 9/23/22 an electrician came to the house to install an electric box. He punctured a hole in a pipe and caused damage. To date, no repairs have been made. On 9/20/22, panels were placed on our backyard patio without a permit. The City shows a request submitted on 8/22/22 and another request on 1/18/23 to place panels on the patio. The City did not approve deeming the patio as unsafe. Yet Lumio put them up on 9/20/22. We have been billed for the solar panels. The contract states I will not be billed until it is complete. Lumio wants to reimburse us for payments made but they should NEVER have billed me. The contract was breached. They billed me for work not completed. The finance company says I confirmed completion of job on 8/8/22 but they cannot show that I did anything. I did not approve it on 8/8 since it is not complete. The finance company (Mosaic) is threatening my credit score and my home. I am scared an uncomfortable with the whole situation. I want Lumio to get rid of the panels and fix the damage they did on our house and leave us alone. They put things up that were not permitted. They damaged my house. The finance company billed me outside of the contract. I want them to stop billing me and stop threatening me for work that is not complete. Lumio was not upfront with the contract. Mosaic is bullying me to keep paying for something that doesn't even work. I feel they took advantage of us and I want it to stop.

  Business Response

  Date: 04/06/2023

  **********,

  Thank you for bringing your concerns to light. Our customer account management team has made several attempts to get in contact with you to help find resolution. Contact attempts have been made via telephone, email, and text message. We ask that you please respond to our messages. 

  Best,

  **********;

• Initial Complaint

  Date:03/12/2023

  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.

  The door to door sales representatives refused to leave when I told them to. (I have video and audio).They admitted to seeing the no trespassing and no solicitation sign displayed in plain site.I called the cops on them.On a previous visit they refused to show me their permit.This is one of several times they have harassed us at our HOME!

  Business Response

  Date: 03/13/2023

  Thank you for bringing your concerns to our attention, we have forwarded them to the sales leadership team in your area to address. 

  Customer Answer

  Date: 03/15/2023

   Complaint:19585998
  
  I am rejecting this response because:
  We are not satisfied with anything other than "Okay we will never send any of our representatives to your door again. We will "actually" tell ALL our representatives to honor No Trespassing Signs."
  
  Additionally, this was illegal on 3 accounts at least. The representatives had Soliciting badges for Bay County because they could not get one for ********** **. The Bay County Soliciting Badge does not apply to ********** **. ******************************* of ************************* told me "No" when I told him to "get out". He and the other rep acknowledged our "No Trespassing and No Soliciting" Signs which were ignored. They were rude and **** about the sign saying Oh ya, we can read.
  

  I called the police on them, for refusing to leave my property. When they were told I was calling the police they lingered on my property then left the neighborhood before police showed up. Ive already called the Bay ********************** and filed a complaint against ****** and Lumio Home Services,LLC at ****************************************************************
  

  Oh,and I have this entire event on 2 good videos with audio. Its been shared with ************** Police and Bay County. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/20/2023

  *******,

  Thank you for your detailed account of where the trespassing occurred. We will not only work with all our our reps to ensure that they abide by no trespassing signs and hold proper permitting for the areas in which they are knocking on doors; but we will target reps that were working in the area you reported to provide even more training and oversight and further action if needed. 

  Best,

  **********;

• Initial Complaint

  Date:03/09/2023

  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.

  Lumio sold me a Net Solar package in early Dec 2022. By the end of December the solar panels and the new electrical box and meter panel were installed and Lumio called to set up an inspection with the **************. It is now Mar 9, my payments are starting, and I still do not have a functioning system. I only knew the status of my inspections because the City sent e-mails each time Lumio requested to cancel another inspection. Through Feb 8, Lumio ******* continued to show up without notice, to just fix one more thing. On Feb 9, the City informs me that Lumio requested a cancellation of my Feb 13 electrical inspection. I contacted my salesman. He said most customers got through the final inspection and activation stage in a week or two *** and he promised to escalate my concern. Then he disappeared. After 3 weeks, he said he couldnt do anything, blamed the City, and gave me the ***** Lumio customer service number so I could escalate it myself. Its not the City cancelling inspections. Its Lumio. Today, after being ghosted for a month by the Lumio installation team, a Lumio scheduler finally called to set up a City electrical inspection for Mar 31. IF it happens, then there will still be another City permitting and inspection step before my system is connected to the grid. By now, according to my Lumio salesman, my solar system should have generated enough power to cancel out my electric bills and should be building up a balance of credits to get me through the summer. I have no faith that Lumio will get my system running in time for the hellish ***** summer that starts in April. Lumio should pay my loan installments until my solar system is fully functional and has built up enough up credits with the City to cancel out my electric bills as promised. They should also stop making false promises to customers to get them into expensive financing plans for a nonfunctional product.

  Business Response

  Date: 04/06/2023

  ****,

  We have made several attempts to get in contact with you in order to work toward a resolution. Calls were placed March 31, April 4, and April 5 asking that you return our call. In addition, we sent emails bidding for you to get in touch with us. At this time, we have scheduled inspection for your system on April 10th at 10:30AM. Additionally, a reimbursement for March and April's solar payment has been approved. Please watch for this reimbursement via email.

  Should you have any additional questions, please do not hesitate to contact us. 

  Best,

  **********;

• Initial Complaint

  Date:03/09/2023

  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.

  Prior to getting solar panels installed, we were told by Salesman Chet, that our monthly bill would be $13-$15 a month, from electric company (simply for hookup charge with them) THAT HASN"T HAPPEN IN OVER 4 MONTHS! Over last 4 months, we've had an additional $600+ of electric bills from power company, who states that everything is okay on their end. We called customer service at Lumio, and they also told us everything is okay and system is properly working. They would not send out a technician to look over our issues. Electric water heater is constantly throwing out cold air, why? Can we get a better explanation of this, and if this is really saving us money? Called Salesman Chet and Tech Support Ron. No response from them, or we were told to call customer service. They were quick to respond to make presentation and get us to sign paperwork, but customer service doesn't exist anymore with our contract. Are we suppose to be keeping an eye on our electric use, even though we had solar panels installed? Does not make sense! We need a technician to come out and better explain how all this is suppose to work, or if system was properly installed! Communication between Lumio and Duke Energy was not great either for hookup, as they made us wait 2/3 weeks to supposedly get someone out to our home and make connection, when after all that time, someone woke up and apparently remembered, hey we can do it over the internet! Is this the service we are suppose to expect from this company? And they also want 90% of our energy credit rebate to lower our payments! They don't tell you too much in the beginning, but they really want you to sign on the bottom line! After that, you are on your own.

  Business Response

  Date: 03/20/2023

  *******,

  Thank you for bringing your concerns to our attention. We have reviewed your account and found that they system installed on your home was sized correctly according to the utility bill that you provided to Lumio. This bill was used to build your proposal and solar array with an estimated yearly consumption of 21,846kWh, sold at an 82% solar offset with PPB, VSPP and HHWH adders to help reduce consumption by 18-25%. Please see the attached production audit as well as the utility overview which support this information. 

  Best,

  Katie

  Customer Answer

  Date: 03/20/2023

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

  So what are we to do if this happens again? No one is coming out to check our system? Why did we get a $300 electric bill in one month, aside from our monthly payment to you? Why doesn't your customer service offer more assistance in answering these questions? Why can't a technician come out to look at the water heater installed, and better explain its functions? Why does it constantly throw out cold air? Is that requiring additional electricity to be used? When will we see a $15 monthly bill, as pointed out by your salesman? I've noticed others have complain about your business on BBB. Is this an ongoing trend? Do you choose and select who you will take care of properly, after signing on the bottom line? Do we need to go more public on this issue, or turn for legal assistance on this matter? As I mentioned before, or if I didn't, someone else in our neighborhood has also mentioned a complaint about your system and service. Maybe we should find more of them, and let others know more about you! We are looking for money back on the additional payments we made, and a visit on our system, and also better explanations on how everything is to work, that's called customer service, particularly for someone you will have watching over you for a long period of time!

  Business Response

  Date: 03/29/2023

  *******,

  A member of our executive resolutions team was able to speak with you yesterday and provided you with his direct phone number as he has been assigned to your account. At this time, we are working to schedule a tech to get out to your homes as requested. Once scheduled, you will hear from our executive resolution specialist. 

  Best,

  Katie

• Initial Complaint

  Date:03/08/2023

  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.

  My wife and I have been calling Lumio so we can have a technician check the solar panels and gateway. Our Electric Bill has been ridiculous for a few months. I now have solar panel bill and high electric bill. They keep telling me a technician will be scheduled and that they will reach out but no one ever does. Also they struggle to be able find my account because apparently of new system.

  Business Response

  Date: 03/20/2023

  ****,

  Thank you for reaching out and bringing your concerns to our attention. It looks as if we have scheduled a service technician to come take a look at your system on 03/29/23 to determine why the gateway is not reporting. 

  Please feel free to reach out if you have any additional concerns. 

  Best,

  *****

• Initial Complaint

  Date:03/08/2023

  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 a solar panel system installed by Lumio. The system is not performing as described when sold. i have made repeated calls for service, but no follow-up or help from the company. Once they got my money, they left me on my own.

  Business Response

  Date: 03/20/2023

  J.R.,

  Thank you for reaching out and allowing us a chance to address your concerns. A member of our executive resolution team has been assigned to your account and has been in contact with you regularly to ensure we are able to find a resolution. Service work to install the consumption meter was installed on March 17, 2023. At the time when the technician was on site, there was some trouble getting the consumption meter connected to wifi. Our team is continuing to work on this. Additionally, your executive resolution specialist has submitted for a reimbursement of cancellation fees, you should be receiving this reimbursement shortly. 

  Should any additional concerns arise, do not hesitate to reach out. 

  Warm regards,

  **********;

• Initial Complaint

  Date:03/08/2023

  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 were approached in Oct 2022 from a door to door salesman from Lumio. We started talking about what Lumio had to offer. ************************, the sales rep, asked to see our energy usage and looked at our past bills/usage form our energy company. He deduced that our monthly average was roughly $250. After the fact, i realized that $250 was not our average, but that was the number he had in his mind on what the package was going to cost. We started talking about the tax credit, (30 percent which comes out to 22k roughly) that we would get back in a refund. He started talking about using that money to go towards the solar panel loan to keep the same payment of roughly $250 or we can use it to pay off our vehicles or go on a nice vacation. We thought, yeah we could just pay off our vehicle and the payment would only go up "$50" which was not the case. It goes up another $100. Come to find out when filing our taxes, that we would NOT be getting that money back as it is a tax CREDIT. So now, when the 18 month **** comes, my payment is gonna go up because I dont have the $22k to put towards it. Then we started talking about the energy company giving us money back whenever there is unused energy that goes back into the grid. We would either get a monthly check or a end of year check of energy that was sold back. Come to find out when turning on power, that there is no energy company that gives money out for unused energy. There is a small handful of companies that offer a buyback but it is credits that dont expire that keep accumulating without an actual payment to us.These were huge selling points to us that turned out to be lies. Without these points, we would not have gone solar with Lumio. Now I am stuck in this contract with what seems to be no positive resolution in sight. This has caused me many headaches, sleepless nights. The feeling in your stomach when you know you've been duped just doesn't go away.

  Business Response

  Date: 03/20/2023

  ****,

  Thank you for bringing your concerns to our attention. Your account manager has made attempts to reach out to you to discuss and to schedule an inspection in order to keep your project moving forward. Each attempt has been met with your response "I have already told everything to ********************* and his team and I don't want to do anything else until I hear back from him." Our team has actively made attempts to help you. and is always here. As always contact us at ************** or via email at *************************************** anytime. 

  Best,

  *****

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19559006
  
  I am rejecting this response because:
  

  I am waiting for a resolution from this, then I will move forward with the inspection. What was offered to me was 8 months "free payment" which is not even $2k. I need 22k so that my bill will not go up in 18 months. I literally took a PTO day to go to the corporate office to get this handled to which it has NOT happened. I am writing this to you so that YOU can resolve this issue for me. Do not ask the scheduling department to say I am not cooperating, they have nothing to do with my issues. Please fix it. Thanks. 

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

  Business Response

  Date: 03/31/2023

  ****, our team has been working to contact you to find a resolution to your concerns and has a call with you scheduled for today. Unfortunately BBB requires that we respond within a certain timeframe, despite not having been able to have the call with you yet. Please work with our team today to find a resolution.

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19559006
  
  I am rejecting this response because: I have yet to receive a call. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/07/2023

  ****, 

  Our inspection team has tried to contact you via phone various times, most recently on 04/05/23. Without communication we cannot move forward in resolving your complaint. 

  Best, 

  **********;

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19559006
  
  I am rejecting this response because:
  
  what does scheduling an inspection have to do with my issues? Im not moving forward until my issues are resolved.

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

• Initial Complaint

  Date:03/08/2023

  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.

  Several things - The solar app show the amount of solar produced. In order to get the amount of solar consumed takes additional equipment. Originally I was told that this was a no-charge item.. After several calls, I was informed that this was a $300.00 charge. I was sent an invoice which I promptly paid. and received an email showing that they received the payment. When I did not hear from Lumio after a couple of weeks I called their customer service line. They first claimed that they had no record of my paying the invoice. After I forwarded the receipt to the agent that I had spoken to, they acknowledged the payment. Since that date, I have not heard from Lumio relative to the installation of this equipment. I have been following up weekly and getting nowhere. Additionally, I added a "Non reporting solar panel to my complaints about 2 weeks ago. The agents claim the problem is with the scheduling department. I am told, every time that I call, that the scheduling department will call me to set up an appointment to resolve these items. I have never been contacted to set up these appointments.

  Business Response

  Date: 03/20/2023

  ******,

  Thank you for reaching out and allowing us the opportunity to address your concerns. On March 14, 2023 a Lumio crew was sent to your home to install the current transformer that your system needed. In addition, this team assessed the small portion of your system that was not reporting. At this time, the system is up and running. 

  Best,

  *****