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 Energy

  2929 S Elm Ave Fresno, CA 93706

• 

  Deca Living

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

• 

  Lumio

  2000 E Lamar Blvd Ste 300 Arlington, TX 76006

• 

  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:02/02/2023

  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 contracted with Lumio in March 2022. Solar panels were installed July 1 2022. New electrical meter was I installed in August 2022. I was scheduled for inspection in September but the day of the inspection the Lumio employee did not wait for inspection and when the city came he was gone for lunch. We tried contact through our service person to no avail and when he returned he told us he quit and walked away. I finally got inspection in the end of December. I’m now waiting for the Edison wire to be moved to the new meter box and for the solar to be hooked up. I call 3-4 times a
  week with same results, waiting on planning or just plain I don’t know why this is happening your account has been escalated. I am coming up on a year of when I first contracted Lumio for solar service. I’m tried of excuses I was very excited about finally going solar but regrettably didn’t do my research on this company

  Business Response

  Date: 02/10/2023

  Hi ******, we appreciate your attention to this and want you to know that your feedback has been passed along to our customer care team to be addressed. Your work has been completed and we are now waiting on your utility company to review, which unfortunately we have been told their timeline is longer than normal currently. Once the utility company connects your meter and approves PTO, your system will start producing clean, personal power for your home. Please reach out to our customer care team with any other questions or concerns. 

  Customer Answer

  Date: 02/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I called Edison myself and they said they could be here to move the wire in two days and when I called your customer service they said they needed to be here and couldn’t send anyone over and so they didn’t come. I last heard from Lumio was February 8 and I still haven’t been contacted the work isn’t finished because it’s still not hooked up. How can you say it’s done when I am still not hooked w? The work is done when I have power 
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:01/31/2023

  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.

  We purchased a solar systemat the end of 2021 from Smart Energy Today, which was bought by Lumio in 2022 without any notification to us. Our solar panel system carries a 20-year warranty. As of September 5th 2022, our system stopped working. We figured out through trial and error that Smart Energy Today was now Lumio. We contacted them about the issue and they had us contact the manufacturer of the inverter first, Solar Edge. Solar Edge logged into the system and determined that is had not been working since Sept 5th 2022 and said we had to contact Lumio and have a repair service ticket put in. ***** frustrating calls to Lumio over the course of 5 months and we kept getting the same run around. "Parts are on back order." They finally agreed to pay our solar panel finance bills for all the months the issue went unresolved. We have not yet received that compensation. This morning 1/31/2023 I received an email from Lumio saying they were coming to repair it between 1pm-2pm start time ON THE SAME DAY! They gave us 5 hours' notice via EMAIL! Nonetheless, I accepted and confirmed, and we rescheduled our appointments to accommodate being present for them. They never showed up. No calls, no follow up response...nothing! The number they provided on the confirmation email doesn't work. I no longer believe this is a legitimate company. I believe it is a shell company for scamming government clean energy incentives. There is no way a legitimate business would operate like this and not be bankrupt from legal disputes. I'm done. It's time to get an attorney and start a lawsuit.

  Business Response

  Date: 02/14/2023

  *****,

  Thank you for raising your concern. A tech was sent to service your solar system on 02/01/2023. At this time, the tech found blown fuses and repaired them. 

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

  Warm regards,

  *****

• Initial Complaint

  Date:01/31/2023

  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 acquired solar panels from Lumio in the last quarter of 2022. It was activated 12/13/2022. I have had problems with getting in touch with the agent responsible for seeing me through the installation. He doesnt respond to my texts or emails. The last I spoke to him he said that he was escalating the issue of a payment for the solar before it was actually turned up. A gift card was supposed to be issued to cover that payment. I now try to call that lumio number to find out that they are having technical issues. Its been going on for a couple of weeks. I still call, press the prompts and get dead air. I cant even get through to a salesperson. If their contact number has been changed, then an email should have been issued to inform their customers. This sounds awfully fishy to me. Are they still in business? Have I been duped? Should I file a complaint with police? I desparately need help with this.Thank you,*************************

  Business Response

  Date: 02/17/2023

  *******,

  Lumio appreciates the opportunity to work towards a resolution. Your account manager has been in contact with you and has discussed the need to enroll in an electricity buy back program through your utility company. Enrollment in this program will reduce your monthly energy bill. 

  Please let us know if additional concerns arise. 

  Best,

  **********;

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18961570
  
  I am rejecting this response because:

  No one has been in contact with me in response to this complaint. I also was to receive a gift card to pay for the amount I was charged while my solar was not available to me. My solar was cut over December 13, 2022. If my panels were functioning and providing me power after that, then my Reliant bill should have been considerably less without any buy back, because I would not be using Reliant energy except during low to no sunlight. So Reliant has charged me for energy that I haven't used. I have reported them to the *** regarding this. SOMETHING ISN'T ADDING UP HERE! I have since left Reliant to go to ENERGY ***** for their energy and buy back plan. In the meantime, I need some compensation for the charges for Reliant energy I didn't use. We need to arrange a time to talk on the phone. Lumio has not been upfront on a lot of issues, and I think that the young reps that go door to door are kept ignorant to a certain degree just to make a sale.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The solar panels stopped working August of 2022 they sent somone out in September they worked one day. I called them back and couldn't send a tech till November 25,2022. Lumio customer service said they would reimburse me for the months they were not working. In December the gateway stopped working I called tried trouble shooting over the phone it didn't work. They sent me a link it did not work. Now they are going to send another tech which may take two months to come out. They said they would reimburse me again but I still haven't received the first reimbursement and tomorrow will be February 1, 2023. and all customer service can tell me that it's funding that has to approve it. That there are many requests for reimbursement. That tells me that this solar panels are lemons and do not work properly. So I have been paying a 500 light bill and ****** solar panel bill. Since September 2022. Lumio already received their payment from the financer and I am stuck with two bills and junk on my roof.

  Business Response

  Date: 02/23/2023

  ****,

  Lumio appreciates your honest feedback. Your customer account manager has made several attempts to reach out to you by phone with no success. A review of your account shows your system is currently operational. In addition, we show that reimbursement for the time your system was not operational has been sent and received. Please feel free to contact us at ************ should you still need assistance. 

  Best,

  *****

• Initial Complaint

  Date:01/27/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are in a new community and they are harassing the residents. We have several people, ourselves included that have asked them to STOP knocking aggressively, questioning us when we say no, knocking when there are no soliciting signs CLEARLY posted, asked to STOP being contacted and they will NOT oblige these requests. STOP coming to my home. Weve asked every person that had stopped by to remove us from their solicitation list. Nothing changes. They come every other week. Even people with solar installed are being questioned as to why they wont change their service. If we want to work with you, youve more that announced yourself to us. Leave the community alone. Accept No as a response, not as an opportunity to change it into a yes.

  Business Response

  Date: 01/31/2023

  *******,

  Thank you for bringing your concerns to our attention. We have passed your feedback along to Lumio's sales leadership team in ***** to address. Please do not hesitate to reach out with any ***************. 

  Warm regards,

  **********;

  Customer Answer

  Date: 01/31/2023

   
  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:01/24/2023

  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.

  ** started our journey with the salesman around May 2022 and was told numerous times the solar loan would be around what our average electricity bill would be monthly, which it is, however, we were also told that we would have no bill instead we would have the electricity company pay us instead of the other way around. Our panels are producing like they should but we were mislead by all information given by the rep. ** have to pay the delivery and base charge monthly which has been between 50 to 100 dollars a month which in turn is more than we ever paid on our regular electricity plan. ** were also not told that the power company would charge over 200 dollars to change out the meter. Now all we get are apologies which doesn't mean anything when we are paying more out of pocket and nothing being done. Once we got over 300 back while they investigated and that's when we were told the truth. Now I am wondering if we will actually get the tax credit that was promised as well. I have told many people do not go solar, it's not worth it. Not just the cost but the lack of communication when it came to the inspection failing and when they came and it passed. Absolutely ridiculous. I feel very mislead and lied to just to get a sale.

  Business Response

  Date: 02/17/2023

  We appreciate your honest feedback and regret the lack of communication you've experienced during this process. After reviewing your account, it looks as if Lumio has sent reimbursement to cover the cost of your meter. In order to reduce the cost of your monthly electric bill, please work with your utility company to enroll in a buy back program. 

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

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18890132
  
  I am rejecting this response because:

  I have a buy back program and Lumio in the last month said I was in the best spot for buy back and spoke with someone this week and she is supposed to help me find the best buy back and I will not be satisfied until we get what we were promised by saving money and the environment. Information needs to be correct to your consumers. Stop lying or leaving information out of a sale.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/23/2023

  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.

  These sales men show up daily and never have a peddlers license. I work from home and they interrupt my work and homeschooling my kids. I have asked repeatedly for them to stop coming here and they dont. *** asked for a supervisor name and got laughed at. One man made a snide inappropriate joke about a decal on the window of my car. When *** told them I will call the authorities because theyre harassing me, theyve upped the stops to ************ even portrayed himself as as FPL employee and then had to admit his lie. Please make them stop. Theyre just like spoofed callers/scammers that you cant hang up on and the fact that theyre in your personal property and nearly threatening doesnt help. I tried calling the company but of course no answer and no return call.

  Business Response

  Date: 01/24/2023

  *****,

  Thank you for bringing your concerns to our attention, this has been passed along to sales leadership in your area to be addressed. 

  Warm regards,

  **********;

• Initial Complaint

  Date:01/23/2023

  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 Feb 2022 a gentleman and woman came by my residence selling solar panel systems. I was hesitant to get the system because didn't want to pay for a system and still have to pay a light bill. At that point they assured me that with the system they would set me up with, there would be no light bill. The complete light bill would be off set with the solar panel system. So it took about 2 months to finally get everything set up and running. First month with the panels I noticed my light bill was still the same. So I waited a second full mo th to insure that I was getting full solar power for a complete month. Afet I noticed the system was not producing what was promised I started to make phone calls and emails. Finally got in contact with *********************** and spoke to him about my issues. After he did his investigation on the issue and I'm sure he found what he was looking for. ***************** even mentioned that yhe amount of panels i got *** what my light isage does not add up, too little panels to off set the light bill. Well that's when he stopped answering my calls and emails. So at this point I am paying for solar panels that are not giving me 100% off set as promised and still have a $300 light bill.

  Business Response

  Date: 02/17/2023

  Hi *******, thanks for reaching out. Our team has been in contact with you to resolve your concerns. We are currently waiting for you to send us your electric bills so we can review. Please get those over to our team and they will be in touch with you about a resolution.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18712900
  
  I am rejecting this response because:

  
    Info that has been requested has been sent via email and still awaiting resolution response.

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

  Business Response

  Date: 03/09/2023

  Hi *******, our team has received your information and reviewed. Your system was installed according to the contract that you signed. We have been in contact with you about the solution we can provide. If you would like to move forward with that solution, please contact our team and we will move forward. 

• Initial Complaint

  Date:01/23/2023

  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 received solar panels on 8/8/2022 and in the time since they were installed they have not worked. I had to make phone calls to the city inspector and to my electricy company for most of the communication on all sides as Lumio constantly claimed they would "get in touch" with who they needed to, but hardly did. When they would get in touch there wouldn't be any resolution. It took 5 times to pass inspection with the city. Lumio is still not finished installing all of the electrical work properly in order for the next steps to be taken for my electrical company to install a net meter. The wiring is done wrong and needs to be redone in order for the net meter to be installed. There is a cell receiver that is broken, never worked, and after months we are still waiting for it to be replaced. We are constantly promised that a technician will come out and fix it, and are told we are scheduled, but then we never receive a call about when someone will be here. Someone finally came out this month of Jan 2023, but was unable to fix the problem that day. He promised to be back two days later, but never came back. Lumio is vastly uninformed as every single person I have spoken to Lumio had no idea that ***** electricity is de-regulated and that buy-back of electricity isn't always possible. We were promised that our panels would generate 123% of our electricity, that our electric company would pay us back for the extra we produced, and that we would have either no bill from our electric company or a bill of $15 or less. We were also never informed during the entire process that we were signing a second mortgage. At no point did a single person mention the loan was a second mortgage and we were led to believe the loan was a personal loan. We have struggled for months to get refunds and recently started receiving them last month of Dec 2022. We were lied to repeatedly and after 5 months there is still no end in sight as to when our solar panels will finally be operational.

  Business Response

  Date: 02/17/2023

  *****,

  Thank you for bringing your concerns to our attention. We regret that you have encountered friction during the process of getting your system up and running. We are happy to inform you that we have received permission to operate (PTO) and your system is fully installed and ready to go! 

  Please do not hesitate to reach out should further concerns arise. 

  Best,

  **********;

• Initial Complaint

  Date:01/21/2023

  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.

  Today, on Saturday January 21, 2023, an employee of yours came to my door. This employee rang the doorbell even though we have signs clearly stating no solicitation. These signs are up because members of the household work night shift and disruptions to sleep can cause safety issues. Even though he acknowledged seeing the sign he stated he felt it didnt apply cause he was trying to give information. Either way when I asked for his identification and door to door sales permit as required by ****************** ordinance he refused. He finally said his name was ***** though considering thats mine Im not sure he was honest. I am asking that this company provide me with a copy of their door to door sales permit as required and to train their staff on the ordinances in the areas they sell. I have video of the encounter if requested

  Business Response

  Date: 01/23/2023

  *****,

  Thank you for bringing your concerns to light. Lumio will work with sales leadership in your area to reiterate that no soliciting signs are not a recommendation and they must be honored! Given the information from your complaint and the BBB Guidelines for Complaint Acceptance as noted here (*****************************************************************************************************************), it is felt that Lumio has handled this complaint appropriately. 

  Again, we warmly welcome your feedback as it will be utilized to better train our sales representatives. 

  Warm regards,

  **********;