Business Profile

Solar Energy Contractors

Lumio

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Complaints

This profile includes complaints for Lumio's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

774 total complaints in the last 3 years.
120 complaints closed in the last 12 months.

If you've experienced an issue

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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:10/31/2022
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.
May 2022 I signed a contract with Lumio Solar to have a Solar system installed. The panels were installed in June 2022. The electric work was done during June also. The first county inspection we failed. Lumio sent out the electrician and made changes which should have solved the issues. We failed the second inspection. There has been no communication from Lumio regarding the failed inspection nor what they are going to do about it. I contact them and pretty much got the run around. This company feels that if they refund you the payments that it is ok to keep stringing you along. I am really fed up. I have this array on ******* that does nothing and I'm paying $186 a month for 20 years..
Business Response
Date: 11/08/2022
******,
Thank you for bringing your concerns to our attention. A member of our customer care team, *****, has been assigned to your account and has been tasked with looking into why your second inspection failed. In addition, she is working with our service and engineering teams to schedule a maintenance call to address any findings on the inspection report. Please reference the email sent by ***** yesterday for more information regarding details about getting that appointment scheduled.
Lumio is committed to providing a direct line of communication with your assigned customer care rep through completion of your project.
Warm regards,
**********;
Customer Answer
Date: 11/09/2022

Complaint: 18339891

I am rejecting this response because: While they have contacted me it looks like it won't be resolved anytime soon.

Sincerely,

***********************
Business Response
Date: 11/10/2022
******,
We appreciate your honest feedback, and are sorry we let you down. In additional to our normal resolution process, we have raised your concerns to senior leadership! Please expect regular communication with your account manager and our customer care team through the completion of your solar project.
Warm regards,
*****
Customer Answer
Date: 11/14/2022

Complaint: 18339891

I am rejecting this response because: I HAVE NO IDEA WHAT IS GOING ON. THE LAST I HEARD FROM MY ACCOUNT REP WAS LAST WEEK AND SHE HAD NO NEWS AS TO WHEN THE ISSUES RAISED BY COUNTY IN THE FAILURE PASS THE INSPECTION WILL BE TAKEN CARE.
Sincerely,

***********************
Business Response
Date: 11/21/2022
******,
We regret the lack of communication you have experienced with your account owner. We will be addressing this! In regards to your solar project, we have submitted permits to address the revisions needed (as noted in previously failed inspections). This permit addresses the main breaker enclosure and any changes needed. A copy of the updated permit has been mailed to you via *** you can use the following tracking number 1ZY2W0330397835358 to track.
Please let us know if we can help clarify any additional concerns.
Warm regards,
*****
Customer Answer
Date: 11/21/2022

Complaint: 18339891

I am rejecting this response because: IT IS STILL AN ISSUE OF COMMUNICATION. IF I DON'T EMAIL AND ASK WHAT'S HAPPENING I DON'T HEAR ANYTHING. I AM REALLY FED UP.

Sincerely,

***********************
Initial Complaint
Date:10/28/2022
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.
Lumio aka DECA sold me solar panels, they came and installed them in may of 2022. I have since had 0 contact with them. I have been billed for the solar panels that are not set up an operational. I was told that I fell through the cracks on October 2, 2022. I was told that they would be coming to finish the installation and have still not received the services. I am having to pay for the panels and an electric bill every month. Lumio has not fulfilled there part, and are ignoring me and giving me the run around. I am being defrauded by this company and fear that I may not be the only victim. I just want my service either completed in an urgent manner or for them to come and remove there equipment from my property and replace the roof if that is the route they choose to take. Communication and customer service would go a long way in this matter but Lumio is incompetent in these areas.
Business Response
Date: 11/10/2022
******,
We appreciate you bringing your concerns to our attention. A member of our customer care team has been trying to get in contact with you to help move toward a resolution. Please reach out to us at *************************************** or by phone at **************.
Warm regards,
*****
Initial Complaint
Date:10/27/2022
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 meet with a salesman regarding solar panels. We signed a contract and only had 3 days to cancel per them. The salesman told us we would get a rebate at tax time in the amount of $15,548.00 that we could apply to our cost and that would bring down our cost to $36,279.00 and our payment would be $172.00 per month and if we didn't put the $36,279.00 onto our total of $51,827.00 our payment would be $248.00 per month. I remember asking this question twice to clarify because I wanted to make sure this was correct. We have contacted the salesman and he is refusing to cancel the contract even though no work has been done. We have paperwork he left with us and the contract is different. We were mislead on everything he said to us. We would like to have our order cancelled. We have asked the salesman for an itemized statement for the work he says has been done behind the scenes but he has not given that to us.
Business Response
Date: 11/10/2022
******,
We appreciate your concerns. A member of our executive resolutions team has been assigned to your account to walk through the cancellation process. Please don't hesitate to let us know if further concerns arise.
Warm regards,
Katie
Initial Complaint
Date:10/24/2022
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 lies to there customers to get a sale and promises lots of thing that are not true.5 months now and can not use them and have paid over 1k in payments and they say they will send me the money back but will not answer my calls or anything.Scam scam scam I have all the text messages from The sales guy and his lies
Business Response
Date: 11/08/2022
*******,
thank you for bringing your concerns to our attention. *****, a Lumio senior care specialist has been assigned to help resolve your concerns. It is our understanding that you have been in contact with ***** and you are sending him pictures to him of your meter. ***** is committed to work with you through project completion.
Warm regards,
*****
Initial Complaint
Date:10/20/2022
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.
On September 15,2022, I filed a complaint with BBB, case # ********. I received the 6 months payment and the $100.00 for the credit card that I had been promised. But I was also told that the Lumio company would replace the panel that was damaged when they installed the solar panels. They scheduled the ************** that they would change the panel. I was contacted by ******** that they would be out on the 6th. No one came or called. I contacted ******** on the 7th that no one had came. So he rescheduled for the 13th, for the panel to be replaced. Still no one called or came. So on the 14th, I called ********. He stated "he was sorry, and that he couldn't believe that they never came. Said I was Priority #1 and he would notify his supervisor. It's now the 20th of October, and still no one has called or came out. Would once again, appreciate your help. Thank you.
Business Response
Date: 11/07/2022
****,
Thank you for reaching out to let us know that Lumio had not met your expectations. Our customer care team has been in contact with you and has submitted for reimbursement for the two previously missed appointments. We have rescheduled an appointment for November 11.
Please feel free to reach out immediately if you have any further concerns.
Warm regards,
**********;
Initial Complaint
Date:10/19/2022
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.
Spent $60K on a solar system with a electrical panel upgrade for my house from the company Lumio. They came out on the 16th Aug 2022 and installed the soar panel's on my house and and said that the company would call us with a date when the electrical panel would be installed because they had to coordinate with the utility company to turn power off to my house. a week later got a email from Lumio that the electrical panel installation was scheduled for September 26, 2022. On the 26th the utility company came and turned off the power to my house but no one from Lumio showed up. I called the company and they gave me a lot of excuses and the run around to why they did not show up and were going to leave my house without power. After a lengthy argument on the phone they finial got the utility company back out to my house to turn the power back on. Also during that conversation was promised that they would be in contact with my wife and I on when they would be out to install the electrical panel. Got one phone call on the 4th of Oct and was told that they were working on it and that they would call us by the Oct 14, 2022. Oct 14th passed with no email or phone call from Lumio. I called them on the Oct 19, 2022 and was still getting the run around from them on when they would be out to install the electrical panel. So as of today I have a solar system I paid $60K on that is not hooked up and running because they have no definite date on when this issue will be resolved and the job finished.
Business Response
Date: 11/10/2022
****,
Thank you for bringing your concerns to our attention. It is our understanding that your system install was finalized yesterday, November 9. Please feel free to reach out if any additional concerns arise.
Warm regards,
Katie
Initial Complaint
Date:10/19/2022
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.
They promised me $2500 after connecting the system and they are now denying that statement saying that it was not included in the contract. They did give me a $1000 gift card after my complaint. The system is not working. I am now paying twice the amount for my electricity than before. At the price of $74k I would expect the system to work for me and not against me. I tried contacting my salesperson but to no avail. They sent some contractors to inspect the panels and they found one panel was not working. As per my smart meter app, electricity is still being draw from the power grid during daylight hours. The salesman told me that the electricity companies would be paying me but that was a false statement. I even have free nights and Im still paying approximately $150 per month plus $238 for the system. Totally false advertising.
Business Response
Date: 11/01/2022
*****,
Thank you for bringing your concerns to our attentions. Our customer care team has been in contact with you in order to get your concern sorted out. It is Lumio's understanding that you have reached out to enphase and added Lumio as a maintainer on the account. From here, our customer care team will continue working with you to ensure your system is working efficiently. Please reach out to us if you have any additional concerns.
Warm regards,

**********;
Customer Answer
Date: 11/02/2022

Complaint: 18247733

I am rejecting this response because:

Sincerely,

***************************

I am not satisfied with the response since I have been complaining to this company for weeks before submitting my complaint to the BBB. In the meantime I am losing money and I have been losing money ever since I got the system. It is true that they have contacted me after my report but they are just going to monitor the panels. They did mention that they were going to work with me but no mention of reimbursements for the money I have lost so far. Until I see progress I still want to pursue the complaint process $74,000 is too much money for a system that is not working. The salesperson told me that I was going to receive a $2500 check after the system was activated but he conveniently forgot to add it to the contract I did receive $1000 prepaid card but that still doesnt amount to the money that was promised by the salesperson. He also stated the the electric company would be paying me for excess power provided by the solar panels and that was a false statement as well. I am not happy with this company at all!!!
Respectfully,

***************************
************
********************
Business Response
Date: 11/07/2022
*****,
We understand your frustration since your system has not been working. A review of your account shows that our customer care team has been in contact again to ensure that you got access to enphase. Additionally, we are now able to see your system on our end which did show a gap in production from 09/19/2022 - 10/12/2022. This gap would have affected you bill during this time so we have submitted for a reimbursement.
To further understand why the gap in production occurred, we are working with our service team to get more information and will remain in contact with you.
Warm regards,

**********;
Customer Answer
Date: 11/08/2022

Complaint: 18247733

I am rejecting this response because:I have been paying my electric company for three months in a row so even if your panels were working anytime during those three months, why I am still paying my electric company? Also I was informed by your staff that during power outages the panels will not work. That is totally ridiculous! They work with the sun. She did explain that it was a safety feature so the power would not seep out but would not that be the same for a generator? All these problems are just mounting up and Im still paying double the amount for electricity than I was before. I would truly prefer for your company to take back your panels and equipment and issue a refund for the amount I paid $74k plus. I am willing to take the loss for the months is paying double on my electric bill.

Sincerely,

***************************
Business Response
Date: 11/16/2022
*****,
Thank you for providing additional insight into your complaint. We received your recent power bill and compared that to the gap in production seen on your account. It was determined that due to this gap in production, your power bill was higher than expected. We have submitted for reimbursement and will send this your way.
As you discussed yesterday with our customer care agent, please continue to monitor your account and reach out if you do, by chance, experience additional fluctuations in your power bill.
Warm regards,
*****
Customer Answer
Date: 11/16/2022

Complaint: 18247733

I am rejecting this response because:
Even though the system was down due to some unknown reason, I still have been paying almost the same amount of electric bills ever since the system was activated. So regardless if the system was down or not, this has not improved the situation. The system is not doing what the salesperson promised that it would do which was to save me money. I am still paying double the amount that I was paying before the system was activated. Obviously, this program is a scam, so to speak, since all the promises have been proven false. Again, $74K is too much money for a product that does not work! Even though I am being contacted regularly by Lumio regarding this issue, I feel that the problem is not being addressed properly but only being masked instead of solved. I feel that I have been manipulated into purchasing this product by a salesperson's pitch that contained lies instead of facts. I was trying to be part of the solution to climate change and make a difference in this world and I am saddened by this company's misrepresentation of their product.
I am requesting that the system be removed and that my money be refunded as soon as possible. That is the only possible resolution that could remedy this situation.

Sincerely,

***************************
Initial Complaint
Date:10/18/2022
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 10/12/22 I had a representative from Lumio contact me and say that an inspector from the city needed to come inspector inspect my recently installed solar system. I told them I would take off work on 10/13/22 so he could inspect my system. On 19/13 the inspector never came and I reached out to Lumio with no return call. On 10/14/22 the inspector red tagged my system because no one from Lumio was present for the inspection. I again reached out to Lumio with no return call. I am writing this complaint because Lumio has not fulfilled their installation obligation and whenever I have a question it is ignored. I want Lumio to handle my inspection and start providing the customer service they promised.
Business Response
Date: 10/27/2022
*******,
Thank you for bringing your concerns to our attention. Both our customer care and install teams have been trying to reach you without success. Please reach out at *************************************** or at ************** so we can work with you to come to a resolution.
Warm regards,

*****
Initial Complaint
Date:10/13/2022
Type:Delivery 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.
When I bought the solar system the salesman told me in writing that I would never receive another light bill,this is not true. He also told me in writing that a battery would be install on the system that they were back ordered at the time. Later I was told that they were no longer doing batteriers . All I want is back up battiers
Business Response
Date: 11/01/2022
*****,
We appreciate you bringing your concerns to our attention. Our customer care team has reviewed your account and it looks like they have been in contact with you regarding batteries for your solar system a couple of times. Unfortunately, everything has been installed that was included in your solar package. If you believe this is incorrect and can provide documentation in writing where additional upgrades were promised, we can further evaluate.
Warm regards,

**********;
Initial Complaint
Date:10/12/2022
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.
Lumio installed Solar on our house on 8/31/2022. In addition to extremely inadequate and contradictory communication regarding the solar installation and activation, we had one of the installers fall off our roof. Fortunately, he wasn't hurt, but when he fell, he destroyed our rubbermaid storage shed and damaged our gutter. After numerous calls, we were finally able to get reimbursed (however via gift cards) for the shed, with promises to send a local contractor to repair our gutters. I have placed 6 phone calls to Lumio regarding this repair, when a **** from their roofing division called me and told me a contractor would come and assess the damage, and then repairs would be taken care of. No contractor ever came (this was two weeks ago). Again, **** assured me he would get someone re-scheduled. At this point, I have made several more calls to Lumio, and left messages for **** to contact me with no reply. At this point, I've lost hope that this unfortunate situation will be rectified. Additionally, I have been told twice that someone from the correct department will contact me to help get the energy monitoring app set up, and again....no return phone calls. I'm extremely disappointed with the follow up from this company for a 50k plus purchase.
Business Response
Date: 11/21/2022
*****,
We thank you for bringing your concerns to our attention. We regret our delay in getting your gutter repaired, but it is our understanding that our team coordinated with you last week and this has been taken care of.
Please reach out to us if you have any further concerns.
Warm regards,
*****
Customer Answer
Date: 11/21/2022

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,

*********************

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Lumio is NOT a BBB Accredited Business.