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:12/06/2022

  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.

  On August 2022, Lumio sold us in a plan to install solar panel in our house for a cost around $53,000. By the beginning of September the panels were installed and working, but they were not approved by the city inspector. Lumio scheduling department stated they made 3 appointments with the city inspector, but they kept saying the inspector canceled. Finally in beginning of October the inspector came and did not approve the installation stating that there needed to be corrections on the design. Since October we have been trying to deal with One of the managers of Lumio and every time we get the run around that this problem is been work on and that it will be taking care of soon
  
  We in December now, being charged for the installation of the solar system and being charged fully by our local electric company. The solar panels are activated but since is not approved we cant use it. Several times we have called the manager and he never returns calls and if we lucky to talk to an employee they tell us that they working on it.
  This is very unprofessional and very poor customer service, especially from their supervision.
  Lumio was quick to sell us, install and star collecting payments, but they will no assist in getting this problem resolve with the city inspectors.
  Is a shame that such a big company has poor supervision and they render no customer service to their clients when needed. I been trying to get a hold of the supervisor for oveer a week and he wont respond back. On two occasions the employee answering stated he was transferring my call to another manager, only to have the call sent to customer service, where they could not help

  Business Response

  Date: 12/16/2022

  *****,

  Thank you for bringing your concerns to our attention. A member of our executive resolutions team has been in contact with you to discuss. We have submitted corrections to your city as requested and are currently waiting for a response. Due to the delays experienced, we have submitted for reimbursement of your November and December payments!

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

  Warm regards,

  Katie

  Customer Answer

  Date: 12/22/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: so far no reimbursement has been received, and because i keep getting the same response that they waiting on the city of Indio for approval.  This is the same answer i been getting from Lumio since November.  And now the person I talked to is saying it will be until after January 11 before they know anything.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/05/2022

  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 had solar installed in July 2020. It's supposed to produce 8-9 kw of power daily. Since install it has only produced 3.5kw daily on average. We contacted the company to discuss our concerns 3 or 4 months after install and we were instructed to give it a year to balance out the system. We gave it a year and called and we were told, well it's heading into winter so call in a few months. The original company (Smart Energy Today) was purchased by Lumio. They told us there had been a shade report done and the system should be producing no less than 6kw, worst case scenario. We are now being told the surrounding 70 year old trees are causing the power loss and suggest we take some of the offered money, that say will make us whole, to cut our trees down. We brought the trees up at install and were told they would not be an issue. In fact they would help preserve the life of the panels. We have conflicting documentation from Lumio and Smart Energy regarding this. We are paying $25,000 for a system that produces less than 1/2 the power it's capable of.

  Business Response

  Date: 12/23/2022

  Hi ***, thanks for reaching out about this and sending us your utility bills from the last 6 months. We'll be sending you a reimbursement for those while we look into your usage and system to diagnose any issues. Please continue working with our team until this is fully resolved, we appreciate your patience!

  Customer Answer

  Date: 12/23/2022

   
  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:12/05/2022

  Type:Sales and Advertising 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's salesperson promised on two separate occasions the installation of an IQ System Controller 2, for power during a power company outage. It was never installed and repeated contacts with their customer service person did not help. They did not acknowledge my complaint.

  Business Response

  Date: 12/16/2022

  Hi *******, thanks for reaching out about this. Our customer care team and your sales representative have been in contact with you in regards to your concern. The switch that allows you to have backup power can be purchased directly through Enphase and is not something that Lumio sells. Please contact our customer care team with any additional questions or clarification.

• Initial Complaint

  Date:11/30/2022

  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 hired Lumio to replace our roof . We paid them over ********* to replace said roof. In the end they only replaced about ************************************************************************************************************************************ alter it and add gutters. He said it would be easiest to leave them as is and his guys would take care of it. We also had a discussion about increasing the size of the drains and he told us it was probably doable but that we should check with the roofer during the install. On the day of the installation I noticed that they hadnt done anything with that portion of the roof so I sent the salesperson an email inquiring about this and he responded with I made it clear that we dont do gutters. So we responded with I know that but this is part of the roof drainage and we had talked about this and increasing the size of the downspouts and you never said that you werent doing this portion of the roof - otherwise we would have had someone else replace our roof. He eventually admitted in correspondence to remembering our conversation about the downspouts and leaving the roof the way it is instead of changing it. He also said that he thought leaving it meant doing nothing with it. He also admitted that this is kind of a gray area?So at this point we still owe them the other half of the roof money and I dont want to pay them until they finish our roof. I have had several email conversations with different people from the company and now they have stopped responding to me. We feel like we were deceived. We should have been told before we committed to having them do the project. I would have NEVER paid someone to partially replace our roof. As it stands we are trying to get bids from other roofing contractors and its been tough. They all tell us that this will void our new roof warranty. So we are stuck at this point. I am hoping you can help us because Im not sure what to do. Thank you

  Business Response

  Date: 12/16/2022

  Hi *****, we understand your frustrations and have been working with you to resolve your concerns. Our escalations team has been in contact with you and has requested a local roofing company to visit your home and provide a bid for the repairs. The roofing company will be reaching out to you to schedule. Please continue working with our escalations team on next steps until this issue is fully resolved.

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18474122
  
  I am rejecting this response because:Although we have been contacted by the company a resolution has not been met yet. But at least our BBB complaint got someone to contact us to work on finishing our roof. 
  
  Sincerely,
  
  **********************;

  Business Response

  Date: 01/03/2023

  Hi *****, we understand that you want to keep this complaint open until all issues are fully resolved, however, BBB requires that we respond within a certain timeframe. We have a technician that will be heading to your home today to see what can be done with the drain spouts and gutters. Your sales representative has reached out to you about this as well but hasn't heard back from you. Our resolutions team is continuing to work on this to find a solution. Please continue working with them until we have met your expectations.

• Initial Complaint

  Date:11/28/2022

  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.

  Original Complaint ID ************** 7/26/22. Refiling as BBB has failed to reopen as requested. The panels were installed on 2/28. We were not scheduled for a city inspection until 4/28. The inspection failed and required installation corrections. Lumio presented to make corrections on 5/28/22. The inspection failed a second time on 6/30/22. Another Technician arrived for a correction on 7/20/22. The inspection failed for a third time on 7/26/22. The inspection failed again on 10/19/22. The Lumio guys that were there when te city came for inspection indicated that the city failed it again due to the incorrect fuse size being used that didn't match the approved plans. They came back on 10/21 and did the corrections themselves and apologized for the years-long issues we have been having with Lumio. We have contacted Lumio several times since to get a credit for the monthly payment and to see when the next inspection would be scheduled. We get hung up on, told that our account will be managed by someone new, and don't receive callbacks, updates, promised reimbursements, or scheduling. We are reaching out to first hold Lumio accountable and second to ensure that they have made all necessary corrections and scheduled a timely City Inspection so that the panels can be activated before the end of 2022 that were installed at the beginning of 2022. The panels and connections should have been installed correctly in February 2022. It is beyond reason and embarrassing that so many corrections and failed inspections have occurred over the past nine months.

  Business Response

  Date: 12/07/2022

  Zatricia,

  Thank you for bringing your concerns to our attention. A member of our customer care team has been in contact with you to let you know we are working to get your inspection scheduled. We have submitted the request to the city and are waiting to hear back from them. Additionally, we are working with your utility company to get PTO. Once the inspection us done, we expect to have clearance from the utility company. Due to the delays in this process, we have submitted reimbursements for November and December. Please watch for this reimbursement in the mail.

  Lumio is dedicated to continue working with you through instal and PTO of your project. If you have additional concerns, please don't hesitate to let us know.

  Warm regards,

  *****

• Initial Complaint

  Date:11/21/2022

  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.

  We signed a contract with Lumio Solar on July 13, 2022 and paid $17500 (1/2 of the cost) by check for installation of a solar system including 20 panels on our house and garage and an electric vehicle charger.
  The panels were installed on September 6, 2022. Since that time the system has not been completed, it is not functional and we have no solar power.
  Multiple requests to the company have resulted in nothing. We have no information about a completion date or even why nothing has been done. The EV charger is still in the origin box, sitting in the garage.

  Business Response

  Date: 12/16/2022

  ****,

  Thank you for taking the time to bring these concerns to our attention. Our team has been in touch with you regarding the status of your solar project. As discussed, there have been delays due to a failed inspection. At this time, we are actively in touch with the city inspector and expect to hear back from him Monday, December 19. Once we hear back from the city inspector, a plan to get your system completed and to install of your EV charger can be implemented. 

  Warm regards,

  Katie

  Customer Answer

  Date: 12/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We have had no updates from Lumio to explain/schedule the re-installation of the panels so they pass the city inspection, and to install the EV charger. I have texted the “project manager” with no response. Non communication is this company’s standard.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:11/17/2022

  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 signed up for ***** and signed all the paperwork over 8 weeks ago today. They promised that we would have it installed and signed off within 4-8 weeks and be producing power. They started with saying they would be out the next week to install everything (i felt that was a stretch but was hopeful). They came out around 3 or 4 weeks to do the install and then we had to wait another 4 weeks for the state inspection (i know that is out of our control but he said it would be 4 weeks so that was part of his 4-8 week timeline). Well there electrician didn't do something correctly and i am still unsure what that was as no one is filling us in. We have tried communicating with no real promise as to when they will come fix it or even a guess, just that they will be in touch. We need to have it done and signed off by the end of 2022 or all the tax credits are not beneficial until the next tax year, which is part of why we jump on doing it so quick as it was a ticking clock. We are still awaiting them to fix it so we can get back on the agenda of the state inspector list (another 4 week list i assume) and all the holidays are approaching. We have neighbors who have used other solar companies within a week of us and they are all fully functional and live. Will update review and possibly increase rating should they actually get there act together and be helpful and timely. We soley are seeking a timely response of the fix (we are already at many weeks) since the inspection so we can get the inspector back out and wrap up the project prior to the end of 2022 which is VERY soon knowing the state is out of there control but that they wont be working as much during holidays i expect Lumio to be doing all there work ASAP when they are made aware things are not correct.

  Business Response

  Date: 12/06/2022

  *****, thank you for reaching out and expressing your concerns. We value feedback like yours as we look to improve our processes. Our resolutions team contacted you this afternoon to let you know that the corrections are scheduled for Monday, December 12. Please reach out to our team if you have any additional concerns in the meantime.

• Initial Complaint

  Date:11/15/2022

  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.

  On June 16th I entered into contract to have Solar installed on my home, at that time I was told it would be completed within 6 weeks. The panels were installed on August 31st. At that time a new circuit panel was to be installed but because of a communication error it was not. I was told that they would be back to complete the install "ASAP". I have been in constant communication with *****, the initial salesperson, in attempts to get the job completed and the system online. on October 13th I got a call from the finance company stating that I would have to begin payment on the loan ( I was originally told that the install and connection to power grid would be completed before payments would begin) At that time I lodged a complaint against Lumio with the finance company. I got a call from Lumio in early October saying they were having a worker shortage and would get to me when they could. They finally came and installed the circuit panel on October 25th I was told that they needed to have a Green sticker placed on the box then another inspection and then it could be turned on. On November 2nd I got an email from ************* to sign a form, which I did. On November 3rd I got a call from a *****(from Lumio) who told me they would be here "within the week" (which would be ending the 10th) to place the green sticker and order the inspection and turn on. On the 13th I contacted ***** again as well as leaving an angry message on the phone # "*****" had called me from because nothing was done by the end of the week as I was told it would. I have now paid 2 payments on a job that is still unfinished.

  Business Response

  Date: 12/02/2022

  ******,

  Thank you for bringing these concerns to our attentions. Our executive resolutions team states that they have been in contact with you. We understand that your system has passed inspection and is up and running. Additionally, reimbursement has been submitted and will be sent out to you. 

  Please reach out to our executive resolutions team if you have any further concerns. 

  Warm regards,

  *****

  Customer Answer

  Date: 12/06/2022

   
  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:11/14/2022

  Type:Customer Service 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 spoke with the district manager *************** and explained that we were canceling the contract due to personal issues. I requested from *************** that he expedite this he gave me his word,which apparently doesn't mean anything, this was almost 3wks ago. Today 11/14/2022,we get an email from ******************************** from lumio stating that all permits were pulled and they would start the work. What is wrong with these people.

  Business Response

  Date: 11/22/2022

  *******,

  Thank you for bringing your concerns to our attention. A review of your account shows that we have cancelled your solar project. One of our representatives has been trying to reach you by phone to ensure you have no additional questions or concerns. A voicemail was left today with call return information. 

  Please feel free to let us know if there is anything else we can do for you.

  Warm regards,

  **********;

• Initial Complaint

  Date:11/08/2022

  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.

  Company routinely sends solicitors out who refuse to abide by no soliciting signs. When asked to leave they are rude and say we can talk now, or we can come back later police have been called but the solicitors leave before they arrive.

  Business Response

  Date: 11/28/2022

  Hi ******, thanks for reaching out. We understand your frustration and while it may seem like every representative has this same problem, its really only a small percentage of our total sales representatives which is why were tackling it on a case by case basis. All representatives are required to go through the same training and weekly retraining meetings. If you have additional details that would help us identify this specific representative so we can identify and provide retraining, please email ***************************************.