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

• 

  Deca Living

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

• 

  Rising Investments LLC

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

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:03/07/2023

  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.

  Our roof needs to be done since the hurricane hit. In the last month and a half we have called, emailed and chated to get panels removed so roof can be replace. We have gotten no response on this matter. The mortgage company is on us to get the roof replace. The roofers are ready and materials have showed up to get the roof done. We have already paid for 1/2 the roof. We are accruing added damage due to the negligence of this company on removing these panels. We have called other installers but they will not touch because it will void all warranties because this is the company that installed the panels. We are now looking to get this resolved asap and any other added cost damage to the roof that has accumulated because of lack of customer care and no responce that is being done by this company that is preventing the roof to be replaced.

  Business Response

  Date: 04/05/2023

  *******,

  Please verify the following information. A member of our executive resolutions team spoke with ******************************* who stated that the panel uninstall and ********* was completed without Lumio's involvement. We will need to verify this information in order to determine whether the panels and workmanship are still warrantied. 

  Best,

  **********;

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19553710
  
  I am rejecting this response because: yes the panels we removed by ** due to lack of any communication with lumio and the roof needed to be replaced.  Yes the panels were put back up by us also with new bracket kits that were bought by us. So yes the job is done no thanks to lumio.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/01/2023

  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.

  Back in July we signed up for our solar system along with the Tesla power wall. We were very specific that we wanted a whole home backup. We had gotten quotes from other solar companies and the prices of Lumio along with the referral from my parents made us go with Lumio. I was told by our rep the Tesla power wall was on backorder but the order would get placed right away and should arrive in a month.
  While waiting for a panel upgrade my husband and I called roughly 3 times trying to get this done. Finally this was completed. They then said we need approval from the city which came shortly after. We never heard of next steps.
  We tried talking to our account representative but the person told my husband "in all honesty" he won't call back and we could request a new account representative but it is highly unlikely that would happen.
  We then waited for another month and hadn't heard anything. I was informed the Tesla power all was just ordered a few weeks prior and while waiting for it we could have them switch something over on the panel so we could get Edison approval and then turn on the solar. Even though I was told this power wall was ordered back in JULY. Once again asked to speak to our account representative but he was "busy" and would call back... No call back.
  The last time I called I called to check on the status of everything and notify that I have now made 2 payments towards our solar loan to get our reimbursement we were promised. The person on the phone told me no power wall was ordered and none would be because this was something you no longer offered. Mind you we were told this was already ordered in July and one of the main selling points for us. AND this very expensive item is in our loan with Sunnova that we are already making payments on. I once again asked to speak with our account representative and was told he was on a call and he would call me back, but once again never did.
  We want this FINISHED.

  Business Response

  Date: 03/08/2023

  Hi *****, our team has been in contact with you about this. As per the conversation, you have agreed to accept the refund for your battery back up system as it is not something we can currently provide for you. Please work with our team on any other questions or concerns.

• Initial Complaint

  Date:03/01/2023

  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.

  The Lumio Sales representative falsely identified the type of solar panel that we have. They indicated that we would not require a battery back-up as the panel itself had built-in back-up for up to 6 hours. We specifically asked about this as we work from home and wanted to have seamless service in case of power outage. We noticed in December when we lost power that this in fact was not the case. We have made several phone call attempts to the company and were promised callbacks which never happened. We have sent emails after emails with no response. We were told a resolution specialist would be reaching out after 72 hours and it took over a week to get contact. During this time we continued to attempt to reach someone that would help us. At this point we expect installation of battery that gives us the 6 hours that we were promised at no cost and other compensation as we likely would not have bought these specific panels or gone with this company had we known we were not receiving what we were sold.

  Business Response

  Date: 03/02/2023

  *****,

  Thank you for bringing your concerns to our attention. It looks like your significant other spoke with a member of our executive resolutions team yesterday, March 1. The solar agreement that was signed at point of sale was for installation of a solar system not including a backup. $1,500 compensation to help alleviate your frustration has been approved and will be sent. 

  Best,

  *****

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19521907
  
  I am rejecting this response because: $1500 is a slap in the face considering the way we have been treated and the fact the our salesman lied about the panels we were receiving. He told us a backup was not required as the panels themselves had built in backup. A battery would not have been listed in the contract as again the backup was not required per our salesman. People from the company have repeatedly mishandled our account and our concerns. Other electricians have come out and all have commented on the terrible install job done by the companies installers. I expect more than this from your company.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/06/2023

  Hi *****, our team has provided you with our final offer. We understand your frustration in regards to what the sales representative had told you. However, your system was installed per the contract that you signed. Please reach out to our team with any further questions or concerns. 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19521907
  
  I am rejecting this response because: Again, as mentioned previously, the sales representative falsely indicated that the solar panels we were having installed had built in battery for up to 6 hours and a power wall would not be required.  This was a very specific question we asked as we work from home and needed business continuity.  The name of the solar panel was included in the contract but no description of the solar panel.  We would not have expected to see battery in the contract as again, we were told the panel had it internally so it would just be the panel listed.  We will be going to the attorney general due to the falsification of products received.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/25/2023

  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.

  Lies. All of it was a lie. When we bought into the solar scam February 2022, we were told multiple lies from the company sales person.
  
  Lie #1: We were told that Solar would reduce our bill to nothing, and even possibly give us a credit. Since installation and activation of the panels, we have never had a $0 bill.
  
  Lie #2: We knew we would not being staying in the house permanently. “Oh but the panels are transferable to a new owner easily and is done all the time.” While you as a company may provide this, reality is it is not done all the time. Now that we are being forced to sell our house due to employment reasons, we cannot find a buyer because nobody wants to assume our “voluntary” debt. And no it’s not because the interest rates are high right now. All the feedback we get from showings is that the house is priced too high to cover the debt on the solar panels. Even our realtor agent has asked in her various professional groups. It was all negative. Nobody said there has been a positive outcome for their clients. Because of this lie, we are being forced to price our house at the appraised value just to sell it. We have to pay off the solar lien. We just lost ALL the equity we had in our house. All of it. We are literally walking away with less than $6,000 at closing.
  
  Lie#3: Installation timeframe. We had our panels installed on MLK day 2022. It took your company till July 2022 to even get the paperwork right in the office to get them approved by the electric company. They didn’t get the drawings right, or there were errors on the forms. It was constantly being rejected. And even though the company outright said, this is what is wrong, your company could not get things right.

  Business Response

  Date: 03/08/2023

  *****, our team has been in contact with you regarding your three concerns. As already mentioned to you, there are various reasons that your utility bill may not fully be gone after switching to solar depending on your power company's buyback program. As for transferring the loan, we have previously made you aware that your loan is with not with Lumio, but a financing company, and you'll need to contact them to determine the necessary steps to get the loan transferred to the new owners. Because the loan is not with Lumio, we are unable to step in and do this for you. We understand your frustration with the installation and have passed along your feedback to our teams to see where we can improve processes. We have addressed all your concerns from the complaint. If you had any additional questions or concerns, please reach out to our team at [email protected].

• Initial Complaint

  Date:02/20/2023

  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.

  purchase solar with Lumio Solar was promise it would be up and running within 3 to 6 weeks. It's now February and still no solar. project started July 2022. I have been contacted them to get it finish nothing has happen. sale person was misleading i need out of this contract now .

  Business Response

  Date: 02/28/2023

  ********,

  Thank you for contacting Lumio. A member of our executive resolutions team has been in contact with you to discuss your account. At this time we are working with the utility company to find a place where we can relocate your electrical box per your request. We will stay in contact with you as we work through this process. 

  Warm regards,

  **********;

• Initial Complaint

  Date:02/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased solar through DECA solar- which has now been absorbed by Lumio. All this within 2 months of our install. Cant understand why we have 35 panels on our home and have seen ZERO reduction in our monthly electric bill. My husband has called several times and he continues to be told that our issue has been escalated. So now we are coming up on a year.still no resolution or response! $280 solar bill and $300 electric bill- so please tell me where we are seeing savings! No reply, no help. This is we are starting for resolution before we hire council.

  Business Response

  Date: 03/06/2023

  Hi *******, thank you for bringing this to our attention. We have been out to service your system and now show that it is producing properly. Our team is looking into how long your system has been down before processing your reimbursement. Please reach out to them at ************** for any other questions or concerns.

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/31/23 I contacted Lumio about damage I found after they installed solar panels. I had called in after the sales person, ******, failed to respond in a timely manner and has offered zero assistance with this issue. I submitted the pictures and information on the ****** doc link sent to me. On 2/4/23 I sent the pictures to ******* as she said they couldnt access. On 2/7/23 after not receiving any information I reached out to ****** and he refused or claimed he couldnt help and told me to call a number. His manager, ****, also failed to assist in the problem and rather made excuses for the company, I called the number they provided me on 2/8/23 and spoke to *******, she said she had to send an email as she had no information . ****** and **** said that number would have the information, which they seem to have lied and I am being given the run around. No one call tell me when my roof will be fixed or even looked at for that matter. They have had plenty of time to reach out. I want my issues addressed. No one wants to answer questions or even tell me when someone will be out everyone says they have no information , someone has to.

  Business Response

  Date: 02/17/2023

  Thankyou for bringing your concerns to our attention. After reviewing your account in our system it looks like we received pictures that you sent 9 days ago. Our team has had a chance to reviews these photos and we have reached out to our general contractor. The contractor will be contacting you directly to schedule repair work. 

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

  Best,

  **********;

• Initial Complaint

  Date:02/15/2023

  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.

  This was crazy, ******* came by my house at ****. Opened the door and politely instructed this *********** times that I wasn't interested in purchasing anything. This is coupled with pointing out the large "No Solociting" sign in the middle of my front door. Following those I had to point out again that I wasn't interested in not the most polite way to get my point across, this was met by "*****" calling my dumb and stating that I was dumb for paying such a high electric bill. This is from a solar company that I do not want or have ever contacted. I suggest hiring better people that understand your companies values rather than arguing with people, let alone approaching people that have already told you they are not interested.

  Business Response

  Date: 02/16/2023

  *******,

  Thank you for bringing this to our attention. Your complaint has been passed onto the sales leadership team in your area to address and correct this behavior. 

  Best,

  **********;

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2022 I signed a contract with Lumio for solar. I have a solar loan for over $75,000. My first payment was Feb 2nd. In December the panels got installed. They did not provide all the needed information and kept sending the interconnection agreement to my husbands dead grandma, not us. I was verbally offered a gift card of $500 because of the delays, when I asked about it, I was told I already was getting a $1000 rebate. Because I have no proof of this I am not getting this.Then panels got installed and inspected. I was told the battery would be separate because of supply chain issues. My permit was closed after the inspection for the panels on Jan 12, 2023. The Battery was installed around Jan 20th but I do not have proof of that, that is the day AEP asked for the photos.Lumio WILL NOT give me any information and will not provide the name or license numbers of the people who installed the battery.Feb 7th AEP came to install my reverse flow meter so I could get permission to operate and that did not pass inspection. I have been in contact with Lumio everyday since then and they are looking into it.I asked someone to come look at it and check it and they said they were sending someone that day. When I followed up the next day, they informed me someone had already fixed it and resubmitted the information. No one from Lumio has been to my house since around Jan 20th. I am 100% sure no one has been to my house since the failed inspection. So I was told they would install in 90 days in July 2022 and to date things are not properly installed (or it would have passed inspection). And they have done work without a permit. I have repeatedly asked them to come fix it.They did offer a rebate for the Feb payment to my loan, but I am still waiting for it. Since installation my electric bill is very high. I am worried since the kill switches are not installed correctly, that I am being charged twice for KWs.I want this finished or them to cancel the loan.

  Business Response

  Date: 03/20/2023

  ******,

  A member of our executive resolution team has been assigned to your case and will serve as your point of contact as we work to complete your project. A review of your account shows that she has been in contact with you and you have asked that all further communication occur via email. 

  At this time, our team is working with the utility company, Enphase and our Lumio team to get a service appointment set up where all three groups can be on site at the same time to make needed corrections. It is expected that this appointment will be scheduled for sometime within the next week. Your executive resolution specialist will be in contact with you as soon as the appointment time is secured. 

  Warm regards,

  **********;

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19412322
  
  I am rejecting this response because:
  Because they have not been communicating with us, and I've already talked to Enphase who say this is something Lumio needs to fix. I already have an email with everything that needs fixed. Lumio is just not sending anyone out to make the repairs that AEP already requested. 

   

  The executive resolutions team has not been helpful.  The current agent does not update and the first one is condescending. 

   

  I've already provided everything they need to resolve this. Lumio has not been here since January. Enphase states they only send a tech for software, and only in cases where it won't update. The firmware is good, I've verified this.

   

  AEP has already told them what they did wrong why do they need a babysitter to stand there and show them. They need to just connect ot correctly. 

   

  I need them to resolve this because I have another payment due in 11 days and still no service. 

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

  Business Response

  Date: 04/07/2023

  ******,

  After having a Lumio technician and city inspector onsite at your home the conclusion was drawn that AEP is requiring Lumio to install a 200 amp non fusible disconnect. Please see the attached screenshot which is a copy of the email that was sent to you yesterday outlining the scope of this work. 

  Best,

  **********;

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19412322
  
  I am rejecting this response because: Your representative is continuing to lie to me and as it stands we still do not have PTO. Just getting an appointment does not fix the issues I have with the company. 

  I have documentation showing that no one came to my home before last week after the failed Feb 7 inspection. I have proof of other agents talking about trying to get parts or a tech but the current agent constantly says the issue was fixed in Feb and refuses to show proof of this. I believe because this work was not done until this week, and no one even looked at it until last week. When confronting her with this information she doubled down and gave me an inspection from January. The issues that caused the complaint are from February. If someone DID file paperwork saying they came to my house in Feb, it is fraud and I will report as such. I have already informed the state licensing board of what they have said. 

  It is not too much to ask for honest communication, and accountability. I also do not like that I am being treated like I am a liar when they are the ones who have been less than honest. 

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

  Business Response

  Date: 04/20/2023

  ******,

  The executive resolution specialist assigned to your complaint has conveyed to you that your initial complaint, filed on 02-16-23 have been addressed. Please continue working with your account manger through project completion. In regards to the ongoing demands for the names of Lumio employees, we stand by the response you were provided. You were provided with the name of our master electrician, and we will not be providing additional employee information. 

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19412322
  
  I am rejecting this response because: I still do not have PTO. Until I have permission to operate it is not resolved. I also no longer have a case worker
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/25/2023

  ******,

  As communicated to you by our executive resolution team. Your complaint has been fully addressed; in turn, we have closed your executive resolutions case. You have been advised to continue working with your assigned customer account manager through the completion of your project. 

  Best,

  **********;

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19412322
  
  I am rejecting this response because: as previously stated it's not resolved until the system is working. I don't care if Lumio closed my case. The fact is my system still doesn't work
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/02/2023

  ******,

  As you know, given your previous employment in the solar industry, moving a project through to PTO does not happen overnight. Your customer account manager will help see your project to completion. 

  To address your concerns surrounding falsified documentation for visits to your home. No where in our records do we show or imply that a tech was onsite between February 7, 2023 and April, 2023. Again, as you are aware, this does not mean the work on your project stopped during this time. Our team continued to work on design and permitting. It is assumed that our team communication this to you and it was understood on your end that we were on site. Again to clarify, no one from the Lumio team was actively at your home between February 7, 2023 and April, 2023. 

  Best,

  **********;

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19412322
  
  I am rejecting this response because: I understand that, I really do that is why I am not emailing everyday anymore but I will not be closing the case until the full complaint is resolved.

  I realize that might take time, pleases do not rush to close a case that is not really close. I will continue to reject until all points are completely resolved. We can not half bake a turkey and call it dinner. 

  Given that this part can take time, and the immediate threat of danger is finally at least fixed; I am no longer upset. I am no longer emailing the **** or your Master electrician. I am still appalled that no one even apologized or addressed that I was lied to multiple times. To the point that the last ER agent tried to gaslight me by saying a tech was out after feb 7th but before the tech that had to come from DFW (8 hours) to look at it. If you had listened to my complaint the first time and addressed it for real from the beginning I would have never even filed THIS complaint. 

  So not only have you not taken accountably for 0 volts going to the fuse or safety cut off, or the numerous lies told to me; you want to close a case that is not resolved. That is not ethical. No one cares that I lost sleep over risk to my life or home, I was yelled at by your employees, and treated like I was the one who did something wrong, when it was a bad part. The part installed was defective, but no one there listened when they were told there was a hardware problem. I was told someone already came out and I needed to be better educated. 

  So no, I will not accept this. I will not accept any completion of this case before I have PTO and to be honest I feel I deserve some kind of compensation for the time I lost work, for the harassment by your agent ******* and for the consistent lies and gaslighting. And really you have not really done much I had to do 90% of the groundwork to get this done, because no one would come look at the problem. It was only once I started emailing the *** that someone bothered to really come look at it and only the tech who came on site even acknowledged I was right. That made so far is one of the only people at your company that I trust
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/15/2023

  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.

  3/14/22:we signed a contract and were ensured a quick job with Smart Energy Today to get a Solar System installed on our roof. "2 to 4 months max" Total starting was $48,000.
  4/26:electrical pannel was updated
  7/26:roof done
  7/27:solar pannels installed, Contract updated to the amout of $78,000.
  7/22-1/23:4 state inspections failed, we recieved zero communication
  When techs came, they didn't have a list of corrections and asked me what needed to be done. When I told them I didn't know, they were completely dumbfounded each time.
  10/10 to present:Paying for a solar system that is not working. (We were reimbursed for 10-12/22, they have not been in contact with us since 12/20/22)
  Fall 2022 the company switched from Smart Energy Today to Lumio Solar without informing us. I found out by calling the Customer Care Line. Our project manager was changed multiple times. There is no record of any technicians who worked at our home (I have asked for a list a dozen times because of the failed inspections). A Supervisor told me they do not keep records of techs.
  We were given no updates after failed inspections, there was no contact with the state inspectors either.
  10/22-techs came and dug a 3ftx3ftx3ft hole to put in a grounding plate. Told us it would be covered as soon as the inspection was passed.
  1/19/23-Inspection passed, NO contact from them on next steps, hole still there, NO info about techs who have physically been to our house.
  No one is punctual, they have shown up on the wrong day at times. At times they have shown up, canceled, &scheduled for months later, then left us waiting again.
  Lumio has no communication among the company, no communication between the them and the customers.
  They changed the ENTIRE company from Smart Energy Today to Lumio with no sent information. When asked, they told me that the East Coast recieved notification, we are West Coast. I read every email and checked spam. There is no email stating the change.

  Business Response

  Date: 03/02/2023

  *******,

  Thank you for bringing your concerns to our attention. Your customer account manager has been in contact with you to help address your concerns. The hole in your yard was repaired and as requested a list of technical icings was sent to you. 

  Please feel free to contact us should you have any additional concerns.

  Best,

  Katie 

  Customer Answer

  Date: 03/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The list you sent was simply names, no credentials, none of the dates they were at our house, meaning we still do not know if these Techs were qualified to be doing the Electrical/Technical work asked of them that led to the 4 failed inspections.

  The only reason the hole was filled was because an Electrician ( who has been here once before, and the only one who has had credintials with him through the whole process) filled it in because he saw it was a safety hazard too. Not because your company recognized it was an issue to leave an unmarked 3' hole in our side yard for anyone to fall in.

  Bethany did call, simply to tell me she sent a list, not to help in anyway with the matter of still not having a working system, or why we weren't notified of the change between SET and Lumio while we were still with your company.

  It is still the same as the whole process, we were assured that this initally would take less than 6 months, we would be recieving a return with our taxes to add back onto our loan, (this return is inacessable to our family because we have children, and we will be paying quadruple the amount of our electric bill as of April 2024) and where the bare minimum is done on your companies part, and we are still paying for an unworking system. Once again, nothing was actually taken care of in a professional and timely manner.

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