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

• 

  Deca Living

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

• 

  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

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:02/13/2023

  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.

  4 issues:1.Lumio wanted me to be at home available for the City Inspector to come for inspection but Lumio's scheduling department forgot to save the scheduling details on portal as a result of this, I lost a full day's work compensation. I requested this compensation from Lumio(as this was purely a Lumio's fault) but they denied.2.Lumio installed the Main switch at a place initially which was rejected by the City Inspector - the installer(from Lumio) should have know all the rules and regulations before installing the Main switch.3. This has caused lot of issues to me in time/scheduling/logistics to coordinate with Lumio, ************************* and the City Inspections.4.Lumio failed to pay $232.0, for 1 month loan payment, as promised for the month of January.

  Business Response

  Date: 02/28/2023

  *****,

  Thank you for allowing Lumio a chance to make things right. Your system has passed final inspection! Additionally, as requested we have submitted reimbursement for those months where your system was not operable yet you made loan payments. 

  Best, 

  **********;

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19396026
  
  I am rejecting this response because: I lost one(1) full day of work as I had to take a full day off, based on Scheduling department's instructions from Lumio. The scheduling department made a mistake of not saving the scheduling instructions and hence the City inspector didn't show up that day BUT I was there for FULL day. This resulted in 1 FULL day of OFF-work and subsequent monetary loss to me. Besides this, there was lot of hassle that I had to go through and I need to be compensated for that too. I haven't received any compensation from Lumio in this regard. BTW. I had communicated all this to **** from Lumio. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/10/2023

  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.

  Difficult to get answers from anyone. My panels were installed in Spring of 2022. Was also supposed to have a new Main Electrical Panel installed. On two separate occasions, I took a day off from work because the installation was scheduled. On BOTH days, no one showed up. No one even called to tell me they wouldn't be coming. When I complained, I was "compensated" with a gift card voucher that didn't come near my two days' wages. Jump ahead to late Fall of 2022, and I start getting phone calls from an inspector that needs to complete the final inspection...yet I still don't have ************ panel that I'm paying for. When I finally get ahold of someone, I am told "Oh yeah, 'so and so' noted that you didn't really need it, so we can just proceed with finishing it up." Well...that's great, but I'm paying an extra few grand for this new panel... Of course, I'm told they will reimburse me for that. I have been waiting for my check ($2850) since January 6th, 2023. I had a text conversation with someone with a number with an area code of (801) and last four digits ****. After 10 days passed without receiving the check, I wrote to the same number and never got a response. On Jan 26, I had a text conversation with "******" who said she would look into it, and have not heard back. Meanwhile, also in Mid-January, an inspector did come to the house and was unable to inspect anything because the work was not completed. Since ************ panel was never installed, the solar panels were never connected to anything. An electrician is supposed to come tomorrow to complete the connection, but I have no idea when, and haven't been given even a "window of time." Please get your "stuff" together. This is very frustrating.

  Business Response

  Date: 02/17/2023

  Thank you for reaching out to Lumio and providing us a chance to address your concerns. A refund of $2850 for the *** that you opted not to get has been approved. We have scheduled service work/inspection for 02-22-23. 

   

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19383513
  
  I am rejecting this response because:

  I did not "Opt out" of getting the new **** I took two, separate, days off from my job when the work was scheduled to be completed. NO one showed up, NO one contacted me ever, to let me know that it was not going to happen due to whatever reason they had (back-ordered, not enough laborers, etc).  I then started getting phone calls from inspectors that were telling me the job was complete and they needed me to take yet another day off for them to come inspect the "work."  The work was not completed, because I had not received the ****

  It wasn't until I made the phone call (after searching for way too long to find your customer service number) that I was told that the *** was not needed. Again, I never received any notification that the *** was not needed. It was then that the refund was offered and promised within **** business days. This was on January 6th. I have been making payments on this system that I cannot use since August of 2022. And in regards to an inspector coming out on the "22nd." I am unaware of that, again, no communication. I am working and cannot take the day off to let them in, especially on such short notice. Why do I have to find out on the BBB complaint board when the inspection is happening? This is utterly ridiculous. 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 03/06/2023

  ****, our team has attempted to reach you to resolve your remaining concerns. Please give them a call back so they can work with you to find a resolution. 

• Initial Complaint

  Date:02/10/2023

  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 whole process of getting solar from Oncor/Zenith/Lumio has been nothing less than a nightmare. The process started in April, 2021 at my home in ********, *****. I purchased the solar system for $47,509.62 for a 32 Panel and Inverter System. I was told in April that this system would $0 (zero-out) my electric bill from SWEPCO. They sent me out 3 different contract, each one was slightly changed from the prior one (first contract was to provide 100% zeroed out electric bill; next one was for 90% and the final one was for 85%). It took over a year before the system was even turned on. I am now nearing the 2nd year anniversary of the system. My SWEPCO Electric bill has not been zeroed out - not even close. I have seen my electric bill go from $150-$350, to $100-440 plus the $151, expense of the solar system. So, has this system accomplished what it promised? Absolutely not! I want a resolution. The system and company is fraudulent. I have requested them to take the system down, remove it from my property or send out a technician for a system check, Today, I had to pay my electric bill of $200+ and in a few days my Solar bill will be coming out for $151. How is this even close to zero-outing my electric bill? I have called them numerous times, trying to get answers. They just keep passing me on to the next agent, sent several emails, STILL NOTHING HAS BEEN DONE. Please help.

  Business Response

  Date: 02/23/2023

  *****,

  Thank you for allowing us the opportunity to review your account. After performing a consumption audit and reviewing photos that were recently submitted of your solar system, it has been determined that the system is shaded by trees. As you discussed with a member of our team, it is advised that you trim these trees to reduce shading. If you do not see an improvement in energy production after taking these steps, please do not hesitate to reach out to us.

  Best,

  **********;

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19378770
  
  I am rejecting this response because: I have had this system for well over a year and I have made numerous calls all through this last year.  At no time did Lumio, say anything about the shade on the solar panels.  I asked the installer if he thought I needed to have the tree cut down?  He said, no.  The shade from that tree is very minimal.  

   

  I did talk with one of the companies associates, and she asked if I could cut the tree down.  I told her that I would get it down, but if the solar power does not produce enough electricity for my home; I will want their company to come and take the system off of my barn and reimburse me for all of the monies I have been out to date.  I am getting the tree cut down by March 15th.

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

  Business Response

  Date: 03/03/2023

  *****,

  We regret that you experienced poor communication with your sales rep. **** has been documented and will be addressed. Please let us know if trimming your tree does not improve  energy production.

  Best,

  **********;

• Initial Complaint

  Date:02/08/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I regret having to go this route as I'm not one to write complaints, but it appears to be the only chance that Lumio will fulfill their contractual obligation to finish our solar panel installation. Our experience sounds like every other complaint filed against Lumio. The people are always very nice when you finally meet or talk with them. It's going on another 3 weeks since last promised that someone would reach out and I'm over it. It is approaching one year since we signed a contract for solar service. The sales guy disappeared shortly after, removing himself as a point of contact, company liaison or advocate for our project. Stage one was replacing our electric box, a 12 hour project that went into the night and resulted in damage to our siding. This was later documented by someone from Lumio but yet to be followed up on. The panels were finally installed in June and we were willing to call the ordeal a wash. Then willing to extend the benefit of doubt that the city inspector couldn't be scheduled until October, when finally the system was allowed to be turned on. To our chagrin, that still didn't mean they were connected to the grid and to this day the panels are generating useless energy. The inspector flagged the work of Lumio's installation which requires them to come back out and correct their mistakes before the city will sign off on connecting to the power grid. To date, we've never been updated along the way about literally anything without having to repeatedly call and initiate contact. We've been paying on a $40,000 solar system now for a year, in addition to the regular power bill. I can't think of a product or service that I wouldn't demand a total refund for the lack of service, quality and product. I can only imagine how customer service will be when something goes wrong. As is, the decision to trust Lumio has cost $2500 in extra ************* damage, a lot of stress and the feeling of been ripped off.

  Business Response

  Date: 02/15/2023

  Service to your solar system is scheduled for 02/17/2023, as your account manager discussed. If you have any concerns or problems with this appointment, please contact your account manager via her direct phone line.

  Warm regards,

  **********;

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19362396
  
  I am rejecting this response.  I do appreciate the fact that Lumio reached out to us within a week of complaining to the BBB and sent a crew to redo the work that's needed to pass city inspections.  Unfortunately, the sent crew hadn't been updated on anything and they determined the project needed coordination with the city and that the work permit itself had expired.  Objectively, there wasn't any progress made which means another month, going on a year, of paying for a service that isn't delivering.  The installer did correct a couple obvious mistakes (coiled wires sitting directly on the roof tiles and grounding the water heater) that the prior crew had signed off on.  To their credit, talking with these installers gave me some hope that there's a chance of completing this project someday.  Please keep us updated.
  
  Sincerely, *************************

  Business Response

  Date: 03/07/2023

  Hi ***, your account manager has been in contact with you to provide you with updates on your account. We are also waiting for your documentation showing your loan payments. Once we receive that, we will be able to reimburse you for those payments. Please continue working with your account manager to resolve all your concerns. 

• Initial Complaint

  Date:02/08/2023

  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.

  Let me first say how terrible our experience was even from the start of the process which was early 2022. We decided to get solar panels as well as a Generac home propane generator (as a package) for our home. We submitted all of the requested paperwork including a survey to be sure that BOTH services would be applicable to our home. We secured over $80k in financing for the project. The solar panels were installed first maybe a few weeks after the contract was signed. The generator was delivered and probably sat in our garage for about 3 months before it was even installed. Finally the came out to the do the installation however this did not include the propane tanks. So we have been sitting with this useless generator in our yard for months which included the hurricane where our power did go out but we couldn't even use the service we were currently paying for! Around the beginning of January 2023, another contractor came that was supposed to be installing the propane tanks and he tells us that there is no way POSSIBLE that they can be installed due to the fact that they have to be 10 ft from the setback line and that would put the tank in our driveway! We gave this company the survey and they should have seen this prior to installing now we are paying for a useless generator and we would have not gotten the solar panels without the generator. After numerous emails on 2/1/23 I received this response from ********************* " I have gotten the permission to offer you a refund if you choose not to go through with the generator. We would come uninstall the equipment and provide a full refund. It was a mistake made by not catching this at the original survey. Thats on us! We want to be flexible and give you the two options so you may choose what works best for you and your family." Today is 2/8 and all I have gotten was more stalling tactics from *********************, *********************** and *********************** who is one of the Corporate Managers. They clearly breached the contract!

  Business Response

  Date: 02/14/2023

  *****,

  Thank you for allowing Lumio the opportunity to correct your concerns. As discussed with you account manager, Lumio will refund the cost of the generator and tank ($20,000). This refund will be processed upon receiving the release waiver sent to you by your account manager. A refund check can be expected 3 weeks to one month upon waiver completion.

  Please feel free to reach out with any additional concerns.

  Best,

  *****

• Initial Complaint

  Date:02/07/2023

  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.

  A salesman representing Deca Solar came to our home and talked to my husband about installing a solar system on our home. ( I understand that Deca Solar is now part of Lumio Solar.) The salesman told my husband that we would not receive any more electric bills and the electric utility company would buy any surplus electricity and we would make money from that. We are still receiving monthly bills from the electric company and have never received a payment from them for surplus electricity produced by the solar panels No one from Deca informed us that we had to contact our electric provider and switch over to an energy buy back plan. We continued to receive electric bills every month and when I finally talked to someone with Lumio Solar back in January of this year and changed our contract to the energy buy back plan, our next bill gave us a whopping $26.26 credit for solar and billed us an addition $528.70. Lumio Solar now has a location here in *******, **, and we went to the location and talked to a supervisor about the situation. He came to our house and looked at our statements from our electric provider and asked us some questions about the salesman from Deca Solar. He then said he would talk to his supervisor and see what he could do to help us. That was on January 26th and we have not heard anything else from him.My husband is 82 years old and he had a stroke April 22, 2022, about six weeks after he signed the contract with Deca Solar. He was in the hospital about six weeks and then had therapies at home and then as an outpatient for weeks and weeks. He is still recovering from the stroke and I have had little time to deal with this as he is unable to do the things that he used to take care of.

  Business Response

  Date: 02/17/2023

  ******,

  A member of our executive resolutions team has tried contacting you via phone several times to discuss further/work toward a resolution. Please reach out to our office at ************. 

  Best,

  **********;

• Initial Complaint

  Date:02/07/2023

  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.

  I had solar panels installed by Smart Energy Today in 2019. The company merged with other solar companies to form Lumio. I contacted Lumio on December 14, 2022 to report that my solar system is not working (no energy generated according to utility bill). They initially confirmed they have my account on file, and that someone needs to come look at the system to troubleshoot. But they have subsequently failed to respond to my service request despite repeated attempts to follow up for warranty covered service. Each time I speak with someone at Lumio, they have a different response and nothing is done to follow up; they cannot even provide the simple courtesy of providing any expectations whatsoever for scheduling service. This has been going on for nearly 2 months, with no resolution to my problem. I wonder if this is a legitimate business, as the communication is so lacking. The account manager at Lumio is *******.

  Business Response

  Date: 02/14/2023

  June,

  Thank you for bringing your concern to our attention. We have our team scheduled for a visit 2-24-2023 at 11:30am. At this time, the team is going to trouble shoot the system to determine what the next steps are. Hopefully they can repair on site, but it is unknown what the issues are.

  Please don't hesitate to reach out with any further concerns. 

  Best, 

  **********;

• Initial Complaint

  Date:02/06/2023

  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.

  In July 2022, My husband and I started the process to move to solar. After speaking with the sales person, ***********************. We were approved for financing. On 8/1/2022, we had a site survey and on 9/15 our panels were installed. In October, I called Lumio about the completion of this project and was told that they had no control over the electric company, who would install the net meter. In my ******** electric bill, I noticed a net meter application fee, I called the electric company in December, 2022 and was told that there was an item pending from Lumio. I called Lumio and they did not have any idea what the issue was and they asked that I call the electric company again. I called on January 11, I spoke with *********************************** from the electric company and was told that Lumio entered a size larger than allowed on the application and that she sent them an email to this effect. I called Lumio, spoke to *****, to confirm this and was told that a supervisor, ***** knew of the situation and working to fix. I asked for a call and never received one. I was also told by the rep that they would be sending a check request to cover my monthly payment of a non-functioning system. I called today, 2/6, spoke to **, to find out that they were going to size down my system which meant taking panels off of a 10 year old roof that they drilled holes into, will they fix my roof? They also financed me for the current panels installed, how will this be fixed? I have been billed since October, 2022 for a non functioning system.. ************ Lumio has been reimbursing me except for the last month which was requested on 1/11 but not approved until 1/25 and a check has not been cut yet. I requested another call back from the project manager or supervisor and I have not received a call back.

  Business Response

  Date: 03/07/2023

  Hi ********, your account manager has been in contact with you about this. We are finalize the exact number of panels that will need to be removed and will contact you with a plan once final. We are also making sure you are up-to-date on your reimbursements and will send any that *** have slipped through the cracks. Please continue working with your account manager to resolve all your concerns and get the additional panels removed and your roof repaired. 

  Customer Answer

  Date: 03/09/2023

  Complaint: 19343122
  
  I am rejecting this response because: I received a call from ********************* on 3/1; my husband and I were told that a new account manager would be in contact with ** and we have heard nothing. I sent an email and text to follow up.  Lumio was contacted by ***** electric early January regarding the incorrect size in the system.  We are 2months into that and still waiting.  We have not received our reimbursement for February. All we want is a functioning unit.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/20/2023

  ********,

  In reviewing your account, it looks as if your new account manager has been in contact with you and your project is moving along. On March 17, a new install agreement was sent out. Once signature are received, your project will keep moving. 

  Best,

  *****

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19343122
  
  I am rejecting this response because: I sent an email to Raiyan with these concerns, that have not been addressed:

   

  As I indicated on the phone I have concerns and questions:
  
  
  1- The financial costs to be refunded should be based on the downgraded system,  and not the ********* already paid to Atlantic Key Energy , this should also include a refund in the amount of the finance charge as it would be based on the lesser amount financed.
  
  
  
  2- My reimbursement for February has not been received and I just received the bill for March. What is the status on that?
  
  
  3- I want a breakdown of all the costs, labor, site inspection, permits, etc.
  
  
  4-With the downgraded system, it is a Tier 1, not a Tier system, therefore the additional 1mil  was not warranted.
  
  
  5- Your company will have to absorb any labor costs for removing the panels and all costs for fixing my roof once the panels are removed and any other roofing costs if a leak presents itself. The roof was only 10 years old.
  
  
  At the end of the day, we just want a functioning unit. We want to see this expedited as quickly as possible.

  I received a new document with the old salesperson's name, the original install was for 42 panels costing ******** plus finance charges.  This new document shows a price of ********* with a completion date of 9/30/22 for 27 panels. That math does not add up, I requested a breakdown of costs, and all my questions that I emailed answered.   

  I want a phone call at a time convenient to both my husband and myself, so we can go over the document.

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

  Business Response

  Date: 03/29/2023

  ********,

  We have tried to exhaust all options by doing a revised contract and loan adjustment however it was declined by the financer. On 03/27/23, you spoke with ******, and it was determined that a refund check will be sent for 13 panels. The check amount was discussed and agreed upon. Now, we are working with our engineering team to rework the plans. We will be removing the panels and repairing your roof once new plans are finalized.

  Best,

  *****

  Customer Answer

  Date: 03/29/2023

   
  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 agreed to the refund amount of *****, plus reimbursement for monthly payments. I sent a confirmation email to Raiyan with all the pertinent information. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/05/2023

  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.

  The original employee we worked with was ***********************. He sold us our equipment, and contacted us about installation progress. There was an issue with the original backup power option we purchased from **** and he presented us with a different battery option, and we agreed on the change. Change order was signed on September 12th, 2022 Installation of solar panels started on October 20, 2022 Installation of solar panels went relatively smoothly, the only issue was location of the grounding rods which we requests to be relocated to a more discreet location. This was also the first time we asked for a timeline on the battery installation.**** told us he would have the vendor relocate the grounding rods on 10/20/22.11/9/22-After not hearing back from **** regarding the grounding rods and battery pack we reached out asking for an update. He told us someone was supposed to talk to him about it the next day.11/23/22- After not hearing back from **** we reached out again about our outstanding items. **** said he was getting over COVID and would follow up.11/28/22- After not hearing back from **** we followed up about our outstanding items and a rebate card that was promised with the original contract. **** responded two days later saying someone was going to be coming out 12/4/2022- I called and texted **** for an update and never received a response. So I started engaging the customer service line Since then I have had 2 other project managers assigned to my project and neither of them have reached out with updates.Lumio is now stating they do not have a record of my equipment purchase, even after I sent the correspondence from **** with the change order and equipment breakdown. I was able to get a hold of a project manager through the customer service line in early January and they said they would get this resolved. I have not received a resolution at this point. We are currently paying for a system that has not been delivered to us.

  Business Response

  Date: 02/14/2023

  *******,

  Thank you for bringing your concerns to our attention. Your account manager has been in contact with you and is sending a release of claims form to be completed. Upon Lumio's receipt, your solar loan will be credited for the cost of the battery. 

   

  Best,

  **********;

  Customer Answer

  Date: 02/21/2023

   
  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:02/03/2023

  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 have a No Soliciting sign on my door and I am constantly having Lumio employees knocking on my door and ringing my doorbell. It happens at least once a month but can sometimes occur multiple times a week. This has been going on for about a year. Their team members are pushy, quick to say technically Im not soliciting, and refuse to leave when *** repeatedly told them Im not interested. In regards to how they are not soliciting- they are selling Solar Panels. Whatever free energy report or whatever else they try to deflect with, in the end they want to sell me solar panels and Ive even gotten a couple of their employees to admit as much by pressing them. They arent upfront about who they are and what they want until you beat them down with questions asking what this is all about. You really have to lay it on thick for them to relent and leave you be. Twice team members have followed me while I was on a walk and Id have to tell them to leave me alone. *** tried calling them to ask them to please stop this harassment to no avail- I cant get through. I just want them to respect my No soliciting sign and to stop this constant harassment. There must be something that can be done- Im sick of telling their individual reps to stop harassing my family only for a new rep to appear the next week.

  Business Response

  Date: 02/06/2023

  *******,

  Thank you for bringing your concerns to our attention. We have passed this complaint along to our SVP of Sales as well as the sales leadership team in the ******* area. Your concern will be addressed. 

  Warm regards,

  **********;