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

• 

  Lumio

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

• 

  Lumio HX, Inc.

  12600 Challenger Pkwy Ste 200 Orlando, FL 32826-2756

• 

  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:01/18/2023

  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 System stopped producing power in April of last year 2022 Right after I finished paying off early and now I can't get them to come out and warranty service it and make it function I've been calling them multiple times and they can't give me a definite answer has to when they're gonna come out and service it they keep hanging up on me not returning my phone calls or if they did schedule an appointment not showing up for them it's been almost a year now And I have this really expensive plastic interruption on my roof for no reason I liked the silver panels when they were working I want them to come out and fix it I was willing to pay for repairs that were needed if it wasn't warranted every time I talk to them now they're telling me that if I have anybody else work on it avoids all their warranty so they would no longer be held responsible for it

  Business Response

  Date: 02/10/2023

  Hi *****, we appreciate you voicing your concerns and are happy to let you know that *********** work is scheduled for next Thursday, the 16th. We have also submitted a reimbursement for hassle. Please continue working with our team until your concerns are fully resolved. 

• Initial Complaint

  Date:01/18/2023

  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.

  Lumio came to our door promoting their free installation of their solar panels. We decided to take a chance and do it. Turns out they did not install them correctly and told us theyd be back to do a check up and install them correctly and turn them on. It has been about 6 months of calling and scheduling appointments that they themselves keep canceling. Every new representative we talk to says that they can see that weve been trying to get them to come out for months and that theyre very sorry and they will talk to someone to come out and they never do. I am filing this complaint because we scheduled an appointment for them to come tomorrow and they just sent us a message saying theyre not going to be able to come out. This is very frustrating because theyre charging us about $150 a month and they still havent fixed them or got them to work and told us that if we cancel or dispute the charge that they will send us to collections. We just want this issue resolved so we can have the panels up and working. And a refund for the months they charged us and they were not fixed.

  Business Response

  Date: 01/19/2023

  ***,

  Thank you for reaching out with your concerns. We have tried to locate you account using all identifiers provider through your BBB complaint (name, address, email, and phone number) and cannot locate your account in our system. Can you please provide the name on your Lumio agreement. We look forward to hearing from you.

  Warm regards,

  **********;

• Initial Complaint

  Date:01/17/2023

  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.

  We were very concise and had the contract written up several times to account for our concerns with an additional generator that was included in the package. We elected to pay cash for the generator instead of financing to expedite this portion of the project. We were assured that the generator, which to us was more important than the solar project, would be the priority and worked on first, if not simultaneously with the solar portion. The solar panels have now been installed for several months on our home, and we cannot use them because we are still waiting from someone to come back out to sign off on the project. The generator project, which was supposed to be the priority, is still sitting in permitting and permits were not even applied for until after the solar project. In addition, this is only one of multiple permits required for the generator, the second which has not even been applied for yet. We were told it would be done in a couple months from when we signed in June and this project is going to take more than a year. My wife is pregnant and we got hit by hurricane ***, forcing us to buy a generator while being under contract for one that should have been done by that time. We have asked for help numerous times, asked for managers and been ignored, and at one point they tried to tell us we were delaying the project by not signing something, which required THEIR CONTRACTORS signature. That alone took 2 months for them to realize before apologizing and offering nothing for the inconvenience. This has been hands down one of the worst experiences we've had with any business and its progressively getting worse. On top of that, the people in charge of the generator portion have rebranded their company twice already which itself is concerning. We need this resolved ASAP because we could have gone with other providers by now.

  Business Response

  Date: 02/14/2023

  Hi *******, we understand your frustrations and unfortunately can't do anything until your city approves the permit, which can take up to 120 days. Once complete, we'll be able to install the generator. Until, there isn't much we can do unfortunately. We have submitted your first reimbursement which was sent over a couple of weeks ago. Please continue working with our team to get your generator installed.

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 18824280
  
  I am rejecting this response because:

  It has been way past 120 days. There have been continuous failures on your part for even getting the permit submitted, and on top of that, this part of the project has supposed to be done first before the solar panels. We are coming up on almost a year since we entered into the contract. In addition to the permit for the generator installation, the gas permit hasnt been submitted yet, and we have had the solar panels sitting on our roof for 3 months now waiting for someone to come out so we can begin to use them. We were told we wouldnt be charged for the panels until they were functioning, yet weve been billed twice now and cant even use them. This has been nothing short of a disaster for us, nothing has been done in anything close to the manner it was discussed, and I would tell people to run as far away form this company as possible. This has nothing to do with 120 days it can take the permit to be approved, it has everything to do with poor customer service, the lack of any organization, and the complete dismissal of anything we discussed just to get us to sign the contract. At this point, I want to candle the generator, and I wish I never got the solar installed. I havent spoken to an attorney, but to be *****, and judging by how many other responses on this bbb thread have also needed it, it appears thats the direction we are heading. 
  

  not one time has anyone offered us anything for the lies, the delays, the inconvenience etc. Instead you guys just blame each other or the city. 

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

• Initial Complaint

  Date:01/11/2023

  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.

  I am legally blind and my father is a 84 yr old retired ** Air-force Captain with dementia. Sales reps from Lumio came to our house a few months ago. They sold us a solar panel system. I could not read the contract and told them I am legally blind and to please read it to me. They told me the system would cost $250 a months for 2 years. So I signed up. They can and installed the system, its not activated yet because if failed inspection. 3 days ago I got a bill from their billing company GoodLeap. It states I owe over $69,000 to be paid by monthly installment Id $230 for 18 months then $350 after that. The sales reps never said anything about a total. Never said $69,000+ the credit check they ran they said was to see if I could afford the $250 a month. If I had known it was a almost $70,000 loan I would have kindly said no I cant afford that thanks for your time. I have repeatedly tried to call. When I do Im on hold for hours or giving my number for them to call back when an agent is available. The one time I talked to someone they transferred me to a supervisor who after a min either hung up or we got disconnected. She did not call me back. I called back and again put in my ********** hold which took several hours just for them to say she left for the day and I she calls back and I miss the call there is no extension number Ill have to hold again. I was taken advantage of. Im getting the run around. I dont want their system or anything to do with them. I want their system removed and for them to pay for the repairs to the roof and siding that I will need to have done from the companys of my choosing, the original companies that installed.

  Business Response

  Date: 01/20/2023

  Hi *******, we understand your frustration and have placed your project on hold for the time being. Your sales representative has been trying to contact you in regards to your complaint and desired settlement but hasn't been able to get a hold of you. Please work with him to find a resolution. 

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18725691
  
  I am rejecting this response because:

  I was texting with someone because there is no direct number to call that person. They have stopped responding to me for the last week. So, there is no more communication from them. They have my number. They have my email address. They can text or email me. I want everything on record so no phone calls. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/06/2023

  *******,

  Thank you for voicing your concerns, *******. We spoke to our Solar Consultants, and they stated that they believed to have explained your solar contract as clearly as possible. However, our internal teams would like to investigate this further. A member of our executive resolutions team reached out to you today to gather documentation needed supporting medical diagnosis. Once received, the executive resolutions specialist can help with contract cancellation. 

  Warm regards,

  *****

  Customer Answer

  Date: 02/08/2023

   
  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:01/11/2023

  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.

  Solar Panels installed in April 2022; still not connected and working as of January 2023.Every 2-3 months I get a new account manager - only because I follow up with the company.Every time I call in to request status, I get caught between their customer service and their scheduling department as to who they want to blame for the delays. This company does not return phone calls, they do not fulfill their contracts. Please do not sign up with Lumio or Zenith Security DBA DECA or any of their new partner companies that are being absorbed into Lumio.At this point I would just want them to come get the panels off of my home because there is no way that they will be reliable even if they do finally get the panels hooked up. Go with someone local that has techs in your area. Do not go with Lumio.

  Business Response

  Date: 02/13/2023

  Hi *****, Lumio values your feedback and have passed it along to the appropriate teams. We understand your frustration with the solar process. As with any construction job, there can sometimes be delays, so we appreciate your patience as we work to get your system turned on. All corrections were completed last Friday and we are working on getting your inspection scheduled through your city. Please continue working with our team until your concerns are fully resolved. 

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  lumio sold me these panels for $65000 that doesn't produce even 20% consumption needed for my property. they put in system too small for my house and tried to sell me more panels later. My electric bill went from $350 per month to 800 per month with solar panels. i requested them to take the system down since they its wrong system for the house and they did nothing. i called the sales pesonr who initially came in to put the system and explained him what's happening and he threatened me that if i compliant to the office he will take care of me himself. pretty scary. this company is a fraud they sell you system that doesn't work please be aware of them.

  Business Response

  Date: 01/12/2023

  This customer has retained an attorney so this is being handled by counsel directly. You're welcome to reach out to them with any questions.

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18685800
  
  I am rejecting this response because:my attorney been trying to reach them and have got no responce at all. No one calls or emails him back. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/19/2023

  To Whom it May Concern:
  
  Lumio HX has recently become aware of complaints raised by a customer, *************************. We understand that the Better Business Bureau has inquired into the state of the solar panel installation.
  
  Lumio stands by its work and unequivocally disputes any allegations made by **************, and further states that there are no problems with the installation of the solar panels. We have no further comment to your organization at this time, and we will work with ************** directly to find a resolution of any dispute that might still remain. 

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18685800
  
  I am rejecting this response because: first of all panels don't work and that have been confirmed by electric provider. The system put on the house only able to produces 20% of the consumption of the house.Lumio dint check last 6 months bills and highest months consumption which would be summer to see exactly how many panels are needed for the house to provide proper power. Wihtout doing any math properly they just put in the system.  ****** tried selling me more panels. which obviously feels like a trap that they give you small system that doesn't work and now you have to buy more panels on top of spending $65000. There is no more sun on the roof so even if we put more panels it wont do any good.we can see online there are hundreds of same cases as mine full of comaplints that they system they put in dosnt do anything. i have already been working with Lumio for 8 months and all that happened was they keep bouncing me to one person to another wasting my time and money with no results at all. i want Lumio at this point to take over the loan and are welcome to take there panels off my property. i have not used panels for months now.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/24/2023

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

  In accordance with BBB's Complaint Acceptance Guideline's as found at the following link ***************************************************************************************************************** Lumio's legal team has advised that all further communication be directed to their department after receiving a letter from an attorney on your behalf. 

  Warm regards,

  **********;

• Initial Complaint

  Date:01/04/2023

  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.

  In August 2022, I purchased a Solar panel system from Lumio, for $13,000. As of 1/3/2023 my solar panels are still inactive. I am approaching my 2nd billing period for said panels, on 1/11/2023. As of 1/3/23, my refund for the 1st billing cycle has not yet been approved by Lumio management. I am asking for a full refund for both billing periods, December and January. Lumio promised to save me money on my electric bill, but as of yet, is only costing me more by billing me for services not provided in addition to my monthly electric bill. A request was submitted for a full refund of 2 billing cycles, but has neither been issued nor approved. The name on the account is ********* (*****) ******* and the address is *******************************************************.

  Business Response

  Date: 01/12/2023

  Hi *****, thanks for reaching out about this. Your reimbursements payments were approved and should be to you soon. We are also working on getting your inspection rescheduled to keep moving your system towards PTO. Please reach out to our customer care team with any further questions or concerns. 

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18681018
  
  I am rejecting this response because:I have one last question. I requested reimbursement for the month of ******** as well. Can you confirm reimbursement for ******** as well?
  Sincerely,
  
  *************************

  Business Response

  Date: 01/19/2023

  *****,

  Yes, your January loan payment has been processed for reimbursement. 

  Best,

  *****

• Initial Complaint

  Date:01/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lumio installed solar panels October 17,2022 did not hear a word from them until I started making fallow up calls which stated in November 2022 Lumio's Response was that they are working on scheduling me in for electrical work and inspection,Lumio aslo states that they have been sending emails have made phone calls to try and get a hold of the customer which I've not received call back calls were made do to not hearing back from them, for the work that needs to get done installment was never completed the loan company ( Goodleap) is withdrawing monthly payments from my account for services that are not completed or in use, spoke to a pervious customer and Lumio is reimbursing monthly payments with email gift cards from walmart,target,buffalo wild wings ect. and are late with reimbursements as a customer I am unhappy and demand a full reimbursement and restore my credit because we have been dealing with this for 3 months and other customer have been dealing with this for years.

  Business Response

  Date: 02/06/2023

  Thank you for bringing this to our attention. We are happy to report that we have reimbursed you for the loan payments that you mentioned. We are currently working with your utility to help us perform the necessary service work needed to prepare us for your inspection. If there is anything further we can do for you, please give us a call at ###-###-####.

   

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I did not get full reimbursement my monthly payment is 203.41 and Lumio is reimbursing me of a monthly amount payment of a rough estimate of 163.41,and now that is the excuse that they are waiting on the utility company when the first excuse was the scheduler the second excuse was that they didn’t have the parts that needed to complete the electrical work 
  
  Sincerely,
  
  
  
  ********/**** ********

  Business Response

  Date: 02/17/2023

  *******,

  In response to your recent rejection, our team pulled the monthly payment amount of $162.40 from your solar loan payment portal. Given this information, we have sent reimbursement for both January and February. As of this morning, we have received the results of your city inspection. Since then, we have requested an electrical inspection as required based on the findings of the city inspection. 

  Our team is committed to getting your system up and running ASAP. 

  Best, 

  Katie 

  Customer Answer

  Date: 02/17/2023

  Lumio has the wrong amount on what I pay monthly attached is the amount I pay and I expect the full reimbursement.
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ********/**** ********

  Business Response

  Date: 02/28/2023

  The reference monthly payment amount was pulled directly from customer's payment portal. We see no attachment as referenced. Please resubmit with attachment. 

  Customer Answer

  Date: 03/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have attached my bank statements, so Lumio can do corrections on there end so that I can get my full reimbursement I am still waiting for the fire setback corrections that need to be made
  
  
  
  Sincerely,
  
  
  
  ********/**** ********

  Business Response

  Date: 03/07/2023

  Unfortunately the attached statement doesn't show up on our end. Please email it to [email protected] so we can look into it further. 

  Customer Answer

  Date: 03/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:An email was sent to [email protected] with the attach bank statements that were withdrawn from the account for the amount of 203.40 for the month of January and February 2023, so they can make corrections on their end so that I can get my correct reimbursement amount 
  
  
  
  Sincerely,
  
  
  
  ********/**** ********

  Business Response

  Date: 03/20/2023

  Thank you for sending information in verifying the amount withdrawn for January and February. We are working with your account manager to ensure that reimbursements sent match this dollar amount. 

  Customer Answer

  Date: 03/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Nothing has been resolved with this company at all still waiting for the correct reimbursement for January and February. Still waiting for them to come and do corrections on the inspection that need to be made which is a fire back so it can pass inspection I have 40 panels on the roof, which I’m sure they need to be removed and be reconfigured some how now there are repairs that I need to make to my roof and they are wanting to charge me $200 per panel so I can get the roof replaced which I will be paying like $8,000 out of pocket

   

  
  
  
  
  Sincerely,
  
  
  
  ********/**** ********

  Business Response

  Date: 04/04/2023

  The customer has been reimbursed the correct amount. The good leap portal shows that the autopay payment is for the amount of $164.40. Below that amount the other amount is for $203.41 which is without autopay. Lumio does not reimburse the amount without autopay. The customer has been reimbursed 4 times and she is caught up. Her best option is getting on autopay. In addition, our customer account management team created an invoice for the D & R so the customer can submit it to their insurance. Once the customer has sent it over, the will be able to let us know if their insurance is going to cover the cost.

  Customer Answer

  Date: 04/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: reimbursement has been caught up just waiting for them to come and do corrections so it can pass inspection and still paying for something that is not being used. I’m still having to pay for solar panels and my electricity bill.
  
  
  
  Sincerely,
  
  
  
  ********/**** ********

  Business Response

  Date: 04/17/2023

  ****/*******,

  When our team visited your home on 03/09/23, roof damage was observed. At this time we spoke to you about roof improvements that were needed. You stated you wanted to work with your insurance company to determine whether or not these repairs were covered. You elected to wait until you had an answer from your insurance company to move forward. We have not yet heard back from you regarding your communications with your insurance company. Once this information is received, we will move forward in the process. 

   

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had solar panels installed on our home on 8/8/22. The hook up and moving of our power meter and electrical box was to happen "mid-October." We called at the end of October and we weren't even on the schedule! Over the next 6 weeks random Lumio people came to do partial jobs and we had to tell them, "No you're not". For example someone showed up saying they were going to install our new electrical box. First of all, they need the power company to do this and they were oblivious to the fact that we were relocating the box! The next person showed up and said something about our meter being in the wrong place according to the city codes. We live in an unincorporated County area! Just clueless, all of them.As soon as I got involved, my husband had been handling this and he is way too nice, I contacted the person who sold us the system. I told him we were canceling as of 12/8/22! I kept re-iterating to this person and he couldn't get any answers from the "mother ship" either. Then my husband gets a call saying they will come and complete the entire job on 12/22/22. So, I gave them this chance. They show up on this date and quickly realize that they can't finish the job because they don't have a trencher coming. It seems they fired all the trenchers 2 days before the job and didn't tell the job manager this!! No communication what so ever. Well, the power company was here that day and they can't get an appt with them until 1/5/23. I have been calling customer care and was told last week that it got elevated to an ************** team last week. The guy who sold us the system told us it was elevated weeks ago! Once again, no communication or just lies not sure which!I have been trying to cancel since 12/22/22 and will! The executive care team hasn't returned any calls. As of now, I am canceling and no one from Lumio is allowed on my property! I do not want to hear anymore excuses because that's all they are, excuses for their ineptness!

  Business Response

  Date: 01/13/2023

  Hi ******, thank you for reaching out in regards to the issues you have been experiencing with your solar project. While the issues haven't been fully resolved, BBB requires that we respond within a certain timeframe. We will be removing the cost of the *** from you final invoice and can send you the updated invoice to reflect that deduction should you need that. As discussed with our executive resolutions team, we will be communicating all appointments and work with you via text going forward as you have requested. Please continue working with them to get all your concerns resolved and your system turned on. 

  Customer Answer

  Date: 01/17/2023

   
  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:12/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were sold solar panels by the Lumio sales reps one evening, lets first start off by saying that they told us that the consumption for our house had already been pulled and they knew what we needed and that they would put us at 108 or 110 which should make it where we would NEVER see a bill. We were then told that the panels we were getting were the top of the line and that we didn't need a battery or anything, we would never be without power. We soon learned that the this was not true, Lumio came up with the solution they would send us **** to purchase a small generator since what they sold us was a lie and the panels they sold us were not produced yet. Soon after our bills started coming in from the company they told us to use and we are now paying 3x's the amount of what we were paying with regular electricity. After calling and speaking with several reps I was told they used the wrong program to figure what we needed and that they NEVER pulled our consumption so this was another LIE. I then had one of our sales reps call and tell us we had no case, I was informed later he was not meant to call me and speak to me the way he did which was unprofessional. They now want a years worth of electric bills to try and come up with a solution, they dont want to admit they lied to make a ********* sale, they never pulled our consumption, they stood on our door and told us they did. It's all been a lie. I don't want anymore lies, I want Lumio to pay off the loan and come and get them, the sale was made based on several lies and this is just fraud. How can a company have reps that lie to make sales.

  Business Response

  Date: 01/11/2023

  Hi *********, we appreciate you reaching out and working with our resolutions team to find a solution. We have submitted reimbursements for November, December, and January and are continuing to work on that consumption report for you. We know that a resolution has not been found yet, but BBB requires us to respond within a certain timeframe. Please continue working with our team until a solution is found and your system is producing adequate power.