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:12/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lumio ************* is charging a monthly a monthly charge that is being automatically withdrawn from my bank account since October 1 2022 and I have no working fully installed solar at my house. Lumio has acquired GoodLeap as the financial company for there financial aid that takes the monthly fee out of my bank account and they told me they don't care if my solar is installed and working or not. They will take there money and if I tell my bank to stop them from taking my money they GoodLeap will destroy my credit and I currently have a 800 credit score that I don't want ruined. I would like to file a complaint against Goodleap also.Lumio Solar 1st address is ***************************************************************** Phone: (888) 586-4649 2nd address is ******************************************* Phone: (888) 586-4649 3rd address is *************************************************************** Phone: ************** ******** Financial institution Phone: ************** Address: ***************************************************************************

  Business Response

  Date: 01/13/2023

  Hi *****, thank you for bringing this to our attention. We are processing your reimbursement for your past solar payments and you should be receiving that shortly. We have also tried calling and left a voicemail in regards to your desired settlement to cancel your contract. As for your project, we are waiting on PG&E for their approval of the service wire extension. Please continue working with our team to find a resolution.

• Initial Complaint

  Date:12/22/2022

  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 contracted with Lumio to install solar panels on our roof. We were told to be patient that the process could be delayed by inspectors. Everything went fine until after the panels were installed, the inspection by the city electrical inspector was done, and the Electric Provider- ********************** came to install the meter. WE were told at the time of the meter installation that two of the wires were backward and the meter could not be installed. WE called Lumio immediately and were told that they would "get right on it and get you on the schedule". I asked about getting a refund on the loan payments we had already made for October and November as our panels were not working. They assured us that they would be happy to refund the payments. We waited two weeks with no contact so we called in again. We were again told that we were "on the scheduled and will get right on it, but we use a third party installer so I need to reach out to them" I asked for the status of the refund and was told that it comes as a gift card though email. I asked how long that would take and they said it had to be approved and could take up to two weeks. (at that time I had already waited two weeks with no email).I called again in about 3 days about getting the wires flip flopped which is roughly a 10 minute job at the most and was again told the same thing. "we will get you on the schedule right away. I am happy to refund you" and when I point out that "I have been told that before" they say "we will escalate this right away." I have repeatedly asked for a supervisor and keep getting told that they "use a third party for installations and they do not have any contact information." I have a loan now for $54,000.00 which we have to pay $233 per month on. The payment website keeps showing two different payment amounts due and keeps showing that we owe a payment so we made double payments and now have to pay for December. I called yesterday on 12/21/2022 to get the same answer.

  Business Response

  Date: 01/12/2023

  Hi ****, we understand your frustration and appreciate you reaching out to bring this to our attention. We are currently processing your reimbursement for your loan payment and it should be sent out shortly. Your system has passed inspection and we have requested for your power company to install the production meter but are waiting to hear back from them. Please reach out to our customer care team with any questions or concerns in the meantime. 

  Customer Answer

  Date: 01/13/2023

   
  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:12/21/2022

  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.

  April of 2022 a salesperson sold me on their solar system from lumio. He definitely over promised and the company under delivered. He guaranteed to eliminate my electric bill which to this day never happened. He promised me a back up generator and a consumption meter that I never received. There was always one problem after another the installation was delayed 5 times and not all equipment was installed. They had to keep coming back. The solar system doesn't do what they promised and I have complained numerous times to customer service and to management. I never received any reply from them and what they would do to fix my issues. I'm now locked in a contract with a third party for payment of the panels and also paying an electric bill. The last communication with them they said I needed more panels then someone else says that they are working fine not sure if anyone at lumio knows what their doing. I want this system gone.

  Business Response

  Date: 01/12/2023

  Hi *****, our resolutions team has been in contact with you to address your concerns. They are currently waiting for a call back to get your consumption meter installed. We have also offered to pay for the cancellation fee to switch your buyback program to one that better suits your needs. Please continue working with our team until this is fully resolved. 

• Initial Complaint

  Date:12/20/2022

  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.

  A sales rep from Lumio came to my home in March 2022 and I was excited to get solar on my house. It was a no-brainer. I signed the contract 3/28/2022 and there was a 6 to 8 week estimated install window. Permitting was approved 4/21/22. That's where it stopped.I finally heard from Lumio 9/28 to schedule the install for 10/3/22. The panels were installed but there was an issue getting the electrical panel connected, they were supposed to be back the next day or 2 with the piece they needed but they have not been back. The funding company called a day or 2 later and I told them the panels were installed but the system was not operational. Somehow that was not conveyed or was irrelevant because the loan was funded and I had to start making payments. 10/17/22 I reached out to my sales rep at Lumio to let him know I was not happy paying for a non functioning product. He said he would contact his MPU team to get it completed. I never heard back and calls would not go through. I filed a complaint with the funding company, ****************** who has been in contact but still no fix scheduled. A large part of the decision to go solar is the rebate. I don't know if I will be able to claim it since the system isn't functional. That will be a large financial loss.

  Business Response

  Date: 01/27/2023

  ******,

  Thank you for bringing your concerns to our attention. A member of our executive resolutions team spoke with you this afternoon and outlined the status of your solar project. At this time, we are working to get a crew schedule to come to your home to re feed some upgraded wire in order to meet code. Once we have an appointment date and time, we will be in touch to let you know!

  In addition, you will be receiving a rebate in the amount of $1,134.89. This is to cover your November, December, and January solar payments. We have also included excess of what you have already paid to ensure that your solar costs are covered while we work to get your system up and running. 

  Warm regards, 

  **********;

  Customer Answer

  Date: 02/02/2023

   
  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:12/20/2022

  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.

  agreed to a solar install in June. the hardware was installed in August and is waiting for final approval and connection. Staff has come out and taken pictures. trying to contact the business support staff. most of the time get a message that they cant take the call at this time. contacted the city about permitting. They said they have no record of a permit being requested.This has been the worst experience of any home project ever. its all there, we just need the final steps to turn it on. at the very least what permitting has been completed. its looking as though litigation may be our only option

  Business Response

  Date: 01/13/2023

  Hi ***, we appreciate your patience as we work to move your account forward. You have been scheduled for corrections on Thursday, January 19. After the corrections have been completed, we will work with your city to get your inspections scheduled. Please reach out to our customer care team with any other questions or concerns. 

• Initial Complaint

  Date:12/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a $62,000 solar system for my home back in July it is now December and they still have not connected the system they've been out twice supposedly for the final inspection and it doesn't pass final inspection I've called at least ************************************************************************************************************************************************************** November and they're about to bill me for December they have taken almost $700 out of my bank account and yet the system is still not connected and they can't tell me when it will be connected they said it could take anywhere between 3 months to 6 months now when they have initially told me it would just take no more than a few weeks two to three weeks tops they lied to me and and they keep telling me that they're going to give me a reimbursement which only takes 5 to 7 days and that they're going to email me the MasterCard debit card but they're lying to me it's been over a month it's been 6 weeks and I still have not received the reimbursement and I tell him to keep stop billing me but yet they keep billing me they're telling me it's two separate companies good leap has nothing to do with lumio and so they keep blaming each other and I'm not getting my reimbursement and I'm not getting connected and they keep billing me so I'm paying for something that's not connected I don't think that's fair

  Business Response

  Date: 01/14/2023

  Hi *******, we appreciate your patience as we continue to move your account forward. While we haven't found a resolution yet, BBB requires that we respond within a certain timeframe. We are continuing to actively work towards getting your system inspected. We have also sent reimbursements for your solar payments. Please continue working with our team until your system is turned on and providing your home power. 

• Initial Complaint

  Date:12/15/2022

  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.

  I was scammed and lied too. The sales rep fast talked me. The sales rep was ********************* , he fraudulently added my aunt to the loan without her consent. He stopped answering the phone, which makes it obvious that it was a scam, me and my aunt was scammed and now has a $60k open loan, and everything he promised and assured me was not true

  Business Response

  Date: 01/04/2023

  Hi *******, thanks for reaching out. We understand that you want to cancel due to being double billed. We have gone ahead and reimbursed you for the down payment to get on your buyback program. Now your utility company will credit you for power you provide to the grid, saving you money on your utility bills each month. Please don't hesitate to reach out with any other questions or concerns. 

• Initial Complaint

  Date:12/13/2022

  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.

  Salesperson is harassing us. 3 times ****** has come to our door and harassed us, even after being told not to come back each time. We have cameras all around our house. The first time, wife requested he not come back as we are not interested. 2nd time (very next day) she again requested he not come back. He said So dont bother at all? She said No, were good. A few hours later, he ignored her request and came back again, making a sexist remark Well I didnt get to talk to the husband yet. Our 6 year old is now traumatized and scared of him. LEAVE US ALONE. NOW!!!!!

  Business Response

  Date: 12/16/2022

  ******,

  Thank you for bringing your concerns to our attention. Lumio does not condone this type of behavior from our sales representatives. The sales leadership team has been made aware of this complaint and will address the concern with all representatives in the area.
  

  Warm regards,
  

  *****

• Initial Complaint

  Date:12/13/2022

  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.

  Started this mess in July. ************* appointment they never showed or called. The second time they came 4 hours late and at the end of the day (only half way done) they left saying the roof needed to be looked at. We reached a deal to do both the roof and panels. Since then no word in over a month. We have tried to contact several people thru the phone, email, and text with no response. They have missed every one of their own set timeliness and other than getting an apology once they haven't made any attempt to contact us or finish this project. We have done everything asked and we still have a half done project. Not sure what is best at this point, they don't want to seem to do the work.

  Business Response

  Date: 01/11/2023

  Hi ****, thanks for letting us know. First, we appreciate your feedback and will be sure to pass it along to our teams. We apologize for the delays in your project and are continuing to work to move it forward.We are currently waiting on your roof permit to come in so we can schedule the work. Although we haven't fully resolved your concerns, BBB requires that we respond within a certain timeframe. Please continue working with our team until all issues are resolved.

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18570339
  
  I am rejecting this response because:
  That's the issue, we aren't "working" with anybody. We haven't been able to get in touch with anybody in months. I would love to know when that permit was submitted since we have been trying to get this roof done since September. Keeping in touch with people would go a long way.

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

  Business Response

  Date: 01/23/2023

  ****,

  Our roofing contractor has been trying to reach you via telephone. His most recent attempt was made on January 19th. The contractor needs to know what color of shingles you'd like tons before we can move forward in the process. Please watch for a call from the contractor today. 

  Warm regards,

  **********;

• Initial Complaint

  Date:12/10/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lumio bought out SET (Smart Energy Today) and the generator that I contracted SET to install is still not running. Contract was signed in September of ******************************** full due to financing. The work needs to be complete. Lumio came out in July of ********************************************* training. They could not get it to operate correctly and said they would be back to resolve the issue.. no one has been back since. Ive called customer support twice to schedule this and they never return the call to schedule.On a separate note, the contract stated I was to receive a 500 gallon propane tank that supplys the generator. I was provided a 250 gallon tank. I would like the cost difference between the tank size to be reimbursed as well as the additional 200 gallons of propane that they didnt provide by contract.

  Business Response

  Date: 01/06/2023

  Hi *****, thanks for reaching out in regards to this. We have resent your reimbursement to the email on file and have your generator scheduled for service on Tuesday, January 10. We appreciate your patience as we work to resolve your concerns. Please don't hesitate to reach out in the meantime with any other questions. 

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18555733
  
  I am rejecting this response because:the company failed to schedule or show up to finish the job on January 10th ***************** their response.  No effort was made by phone, text, or email to contact me to confirm schedule or to reschedule.  I work during the week and had someone at the residence all day.  I just want this job done!  Its been 2 1/2 years since the contract was signed.

  I also reject the reimbursement for the propane fill as it was in the contract.  That was not my request for reimbursement.  My request for reimbursement was for receiving a 250 gallon propane tank in lieu of the 500 gallon propane tank agreed to in the contract.  Please review.
  
  Sincerely,
  
  *********************