Business Profile

Solar Energy Contractors

Lumio

This business is NOT BBB Accredited.

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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.

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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:10/10/2022
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 have Solar panels and an inverter installed on my house in **********. The inverter has failed, technicians were on site 2 Sep 22 to diagnose the problem and confirmed the failure. I have been through Lumio's phone tree many times (6 and 19 Sep 22) and the reps either promise a repair date or say they will investigate and call me back. The repairs were scheduled for 19 Sep 22 and did not happen. During my last call (3 Oct 2022) ******* told me she can get parts ordered, she will call me weekly with an update - we agreed on Monday's at 1:00 p.m. Pacific Time - she would get authorization for reimbursement for months my solar system hasn't worked and the reimbursements will continue until my system is repaired. My system has not been repaired, I have not received any phone updates, and have not received any reimbursement. I understand that supply chain problems are causing delays getting parts to repair my system; I don't understand why Lumio won't live up to their commitments to update me with a status and provide a reimbursement.
Business Response
Date: 10/27/2022
******,
Thank you for reaching out with your concerns. It is our understanding that you have been in contact with our customer care team. The inverters needed for your system have been ordered and a check has been cut for $215.58 (to cover three months of lost production). As we continue to work through getting your system up and running, our customer care team has committed to a weekly call each Monday until resolved. We are committed to provide reimbursement at the same rate of $71.86/month if needed.
Please reach out if any addition questions or concerns arise.
Warm regards,
*****
Customer Answer
Date: 10/30/2022

Complaint: 18194343

I am rejecting this response because the responses from the business have not been consistent. Lumio has issued the refund (Thank you!); however, when I have talked with their representative it has been because I made a follow up call. There was one call initiated by Lumio; however, the other two were initiated by me.
I understand the parts being on order; however, I want to Lumio to continue the weekly update calls to ensure I have current information.

Sincerely,

***************************
Initial Complaint
Date:10/10/2022
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 salesperson came by in July and sold us Solar Panels, upgraded Electrical box and a generac. To this date, all that has been accomplished is putting the brackets on, taking them off; moving them; putting tape on a metal roof to repair it from moving the brackets and put the actual solar panels up. We cannot get anyone out to replace the roof, put the upgraded Electrical box in or bring and install the generac. When I am told that everything will be installed on the same day and will be completed in two weeks; that is what I expect. If something comes up and they cannot meet the time-frame; we should get a phone call, not us calling constantly and getting no one to call us back. Money does not grow on trees and everyone that I know expects to get what they paid for, not a line where they will have someone call us back. We have yet to have anyone from Lumio call us to give us answers. We have texts that say they are working on it, and yet, still nothing. We want our metal roof replaced where they put holes in our roof on our house and garage and we want this completed within the next 2 weeks, just like they promised us back in July. We should not be punished for their mismanagement.I would not recommend Lumio for Solar Panels unless you don't mind broken promises, partial work and no follow-thru.
Business Response
Date: 10/27/2022
****,
Thank you for bringing your concerns to our attention. Our customer care team has reviewed your account and a 15k check has been cut for your generator. We are waiting on materials for your roof, it is estimated that they will be available in two weeks. At that time, we will coordinate roof repairs and detach and reset your solar panels. Please reach out to us if you have any additional concerns arise.
Warm regards,

**********;
Initial Complaint
Date:10/07/2022
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.
On June 9th 2022 my neighor and I set down with *******************, energy consultant for Lumio. We were told we would receive a card for the 1st 18 months payments of 185 dollars a month, I did receive a rebate chek for $2220 but that would only be for 12 months. We also were to be given a $100.00 gift card this also did not happen. I have called and texed them almost daily and have not gotten any calls back. Even if you do get someone they tell you someone will call you back and that does not happen either. I would like them to live up to their promises and help get this resolved.
Business Response
Date: 11/07/2022
******,
Thank you for bringing your concerns to our attention. A member of our customer care team has been in contact with you to help resolve your concerns. A request for reimbursement has been submitted in the amount of $1,100 and will be headed your way. Additionally, we thank you for bringing your concerns regarding communication to our attention. Lumio values this feedback as we are constantly evaluating our processes and looking where we need to improve. Your feedback has not gone unheard!
Warm regards,
**********;
Initial Complaint
Date:10/03/2022
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 had 2 salesmen come to my door attempting to sell me solar panels the end of June. The next day one came out that was nice to speak to me further. He explained that everything would be going onto 1 bill with my electric bill. I was very misled. The install was cancelled multiple times with no contact from the company. The electricians have left holes in my outside siding that I contacted the company several times about and heard nothing back about the repairs. Here it is October and the panels are on but not operational. I called the company again several times and they say they are waiting on the city to come inspect them. I called the city myself and they advised me they are waiting for the company to pay the fee. So here I am with my loan about to start with no operational panels, holes in my wall and nothing they told me is coming to be true and I have no idea what I truly have gotten myself into anymore. I call and the main company even today has a voicemail saying they are full. At this point I don't really care if they come rip these things off my roof after the stress they are putting me though. Atleast with the electric company I know what to expect.
Business Response
Date: 10/18/2022
******,
Our customer care team scheduled a service call on 10/17 to address the holes in your siding. We have submitted revised plans to the county and are waiting on approval before we can schedule inspection. Your loan payments do begin on November 1st and if they are not operational before that time, we will reimburse you for each loan payment made (until operational).
Best,
**********;
Initial Complaint
Date:09/29/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am trying to obtain an itemized invoice for my recent solar installation which I need to claim the ** solar rebate. I have had multiple contacts with customer service by both email and phone trying to resolve this issue since 9/7/2022 and have not received the invoice. I have forwarded the email from ********************************* stating the requirements of the invoice and the applicable ********** regulation to both the customer service email and to ************************* with Lumio. So far Lumio has not provided me with the itemized invoice and I think that three weeks is plenty of time to do so.
Business Response
Date: 10/25/2022
*****,
Thank you for bringing your concerns to our attention. Our customer care team has been in contact with you and has provided the requested documentation needed to claim ************ tax credit. If you find that you need any additional information please feel free to reach out to our team.
Warm regards,

*************************
Initial Complaint
Date:09/27/2022
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.
Worst customer service ever! The sales person was not professional. He lied about my meter being switched from my electric company. He took my info for a quote, but I then flagged him down to explain that we wont qualify and he could delete my info and a follow-up wouldnt be necessary. He immediately became defensive, rude, and even more unprofessional. Out of the way behavior! He had someone with him he was training that was obviously embarrassed and apologized. What I found alarming was he wouldnt give an office number or location of the work office. He also said he doesnt need business cards. I would think if youre knocking on someones door, youd have a card!He said his name was *********************** and gave his cell number ************.Tall white male, 20s. Reddish blonde hair Training an African American male, 20s. Dark hair, hat.I tried to contact the number on ****** for *********** and the woman answering said they are not affiliated, but they do get lots of complaints.
Business Response
Date: 10/05/2022
********,
We regret that this is the experience you had with one of our sales representatives. Lumio does not condone this behavior and we will work with ******** supervisor to ensure further training to prevent this from happening again in the future.
We respect your wishes not to be contacted again and will close the tickets in our system that would trigger our team to initiate contact.

Warm regards,

**********;
Initial Complaint
Date:09/26/2022
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.
Solar panels system job has not been completed. Solar panels together with electrical meters were installed on May 15, 2022, four months later (Sep. 15, 2022) system has not been fully completed. Payment by financing company to Lumio has been accomplished and on September 2, 2022 I started making payments after being threatened about home-lien, bad credit ratings, etc. ************************ at ********************** is useless; phone rings but rarely anyone answers. About a month ago, an electrician came by and informed me I needed to have the home's electrical system upgraded to higher amperage; this information was not given to me when solar panels were installed. And now, after being told Lumio will contract needed electrical upgrade, no date was given other than told it would be approximately a month since the day of the visit by electrician. I will be sending letter to ********** State Attorney General considering the possibility of Fraudulent Business Practices to people in the state of ********** by this **** based company.
Business Response
Date: 10/10/2022
*****,

Thank you for reaching out to express your concerns. Your account manager ****** has been in contact with you to discuss your solar project. Lumio is dedicated to seeing your project through completion. A main panel upgrade is needed prior to the completion of this project. Our operations team is working to find a journeyman in your area to perform this upgrade. In the meantime, we recognize that the panels on your home are inoperable. ****** will work with you to reimburse any loan payments made prior to your system becoming operational.

Warm regards,

*****

Customer Answer
Date: 10/13/2022

Complaint: 18130563

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 10/14/2022
Need for electrical upgrade was identified since May 15, 2022. Five months have passed and for Lumo to state they are looking for an electeician to do the work is unacceptable as an excuse. YellowBird, a local solar panel, heating and cooling will subcontract needed electeical upgrade. ************ is their telephone number.
Business Response
Date: 11/01/2022
*****,
We appreciate your concern in keeping this open until everything is resolved, however, in keeping BBB's guidelines we are required to respond within a certain number of days. Our executive resolutions team has been in contact with you and has worked out the details of the main panel upgrade. The executive resolutions team will continue to act as a direct line of communication for you as any remaining concerns are resolved.
Warm regards,

*****
Customer Answer
Date: 11/03/2022

Complaint: 18130563

I am rejecting this response because:
It has been almost six months since solar panels were installed; to date, two sets of electricians from Lumio have come to the house and after a review of what has been done and what needs to be done, they departed leaving the pending work without finishing it. Contract states that work is to be completed from 30 to 90 days, and to date, it has been approximal 180 days without the work being completed.

Sincerely,

***********************
Business Response
Date: 11/08/2022
*****,
It is our understanding that you have been working with closely our executive resolutions team. The team states that the city/state in which you live has changed regulations (which you are aware of), these changes have caused for further delay. Lumio has acknowledged the delay and has covered the cost of your system while it is not functional. Our executive resolutions team is committed to continue working with you to get the *** scheduled and get your solar system up and running.
Warm regards,
*****
Customer Answer
Date: 11/09/2022

Complaint: 18130563

I am rejecting this response because: Contrary to response regarding change of rules regarding permits, I am unaware of such new rules/regulations. I do know from County representative that permit was not requested by Lumio until July 2022, that is, after installation of solar panels; permit should have been requested and granted before any work was to be performed.
There has been three visits by Lumio's electricians, a visit in which they all state the same thing regarding the need of electrical upgrade needed. Lately, another electrician by Lumio called and told me he would contact me in about 15 days to set up date for work to be completed. If this last electrician does complete the needed work, it would be 6 months since installation of solar panels with work not having been finilized.

Sincerely,

***********************
Business Response
Date: 11/15/2022
*****,

Thank you for further voicing your concerns. I spoke in depth with our executive resolutions team who has been working closely with you regarding your account. We recognize your concern regarding delays in permitting. On 07/07/2022, our documentation reflects that a member of our team spoke with you regarding a GoodLeap Escalation on your account. At this time, permitting and record of efforts to move forward with the inspection process were provided to GoodLeap compliance. Our notes state you felt this satisfied your concern at the time.
Lumio acknowledges how arduous this process has been on you. Our executive resolutions team is committed to providing continuous and open communication through completion of the project.
Warm regards,
*****
Customer Answer
Date: 11/16/2022

Complaint: 18130563

I am rejecting this response because: Six months, six months have passed since installation of solar panels and to date, no job has been completed. Lumio's representative only parrots excuses as I imagine her job is; but regardless of what Lumio representative stats, the job has not been finished.
I highly recommend an entry by BBB to Lumio's company states the high degree of inefficiency, lack of effective leadership, and outright not worthy or doing business with them.

Sincerely,

***********************
Initial Complaint
Date:09/23/2022
Type:Product 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 has continued to disappoint us throught the entire solar project. Lumio is supposed to cover ever7 aspect of the solar project from start to finish, and all of it is to be lumped into you solar loan.The first issue- Lumio will not provide you an itemized bill for what you are paying for. I am fairly certain this is against the law. The second issue- we were told an 8 week timeline. This would have made our solar system active in early July, giving us enough time to bank energy to cover the winter, so that we did not have to pay for both energy from the grid and our solar loan. The system was not active until September. The third issue- Lumio failed to follow standard inspection procedures, resulting in L&I having to return three separate times. The main issue? Failure to submit pictures. We were delayed weeks, over failure to click send on an email. During this time, Lumio proved nearly impossible to contact, for both me and the inspector.The fourth issue- our system still does not work correctly. Lumio continues to reschedule us due to "short staffing". Once is one thing. Repeatedly, you should be working with the staff you have. So much for 8 weeks. Finally, and the biggest issue. The loan should cover all costs for solar, lumio should cover everything remaining. Lumio put us past due with our electric company, for failing to pay application fees included in our loan. They then told me to pay it, saying they would reimburse me. Lumio is once again silent, and it's been almost a month since I was told I would be reimbursed within 72 hours.
Business Response
Date: 10/19/2022
*******,
Our customer care team has been working to get in touch with you to via phone and email to help resolve your concerns. It is my understanding, that customer care has scheduled a call for tonight, October 18th to review.
Please feel free to reach out if you have any further questions or concerns following this call.
Warm regards,
*************************
Customer Answer
Date: 10/21/2022

Complaint: 18121847

I am rejecting this response because: ******** care did call and leave a message over a week ago, at a time I was unable to answer. I messaged and let them know a day we could talk, but they were unavailable (which was fine) from then, I let them know I was available in the evenings, and I have yet to hear back. They did not schedule a call on the 18th, nor did they call or leave a voice-mail. At this point, my issues could be resolved via email- I want an itemized receipt. The team finally scheduled to fix our system, as well as send us the promised money, after we filed a formal complaint. You can't fix the failed inspections, but you can worm on the fact that or inspector called lumio "problem contractors" We shouldn't have to complain to get support. I wouldn't have even left a review had I received care from the start, but no one would answer or get back to me.

Sincerely,

***************************
Business Response
Date: 10/27/2022
*******,
Thank you for providing this constructive feedback. We value feedback like yours and are working internally to improve our processes. We regret that the was a breakdown in communication but do feel that Lumio has worked to meet the requests made in your original complaint. Please let us know if we are incorrect in our thinking.
Warm regards,

*****
Customer Answer
Date: 10/27/2022

Complaint: 18121847

I am rejecting this response because:

I understand you feel this way, yet no one has reached out since my last email, stating when I was available. I totally get how hard CS work can be, especially when Lumio just acquired a company (SET) that *** not be up to speed on practices. If you send me an itemized receipt, I will accept your response. No effort has been made towards this.

Sincerely,

***************************
Business Response
Date: 11/09/2022
*******,
Lumio thanks you for your patience as we have worked with you toward a resolution. ****, our Operations Manager contacted you this afternoon and discussed Lumio's processes. **** explained that we provide our customers with a pricing overview of their solar projects, but due to proprietary information we do not include an itemized breakdown. **** stated that you expressed understanding stating that your father works in construction and follows similar practices.
We are hopefully that this interaction reduced your frustration. Moving forward, please feel free to reach out should any additional concerns arise.
Warm regards,
*****
Customer Answer
Date: 11/09/2022

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:09/23/2022
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.
This is a scam! They sold me a system that doesnt do anything they said it would and has been repeatedly been rejected and failed inspections from the city and county. The system they sold me said I would be a net producer and hasnt produced even half of what I was told it would. And even if I turned everything in home off, I still wouldnt be a producer because their system cant pass an inspection, which I was told would be a non issue. Contacting customer service is a nightmare and usually ends with zero response. The installers made a huge mess and left nails in my driveway causing me to get a flat tire. Oh and if you think it sends power to your home like they say, it doesnt. We had an outage in the middle of the sun shine day, and I got NOTHING to power my home. It only sends to the grid for you to sell back. But if you arent approved to sell back, you basically have a very expensive paperweight on your roof (that they drill holes in and destroy.) AWFUL experience and looking for any way to get out now. Its fraud and its theft in every sense of the words.
Business Response
Date: 10/10/2022
*********,
Our customer care department has made numerous attempts to reach out to you both via phone and email to help address/rectify your concerns. Without communication, we cannot come to a resolution.
Please reach out to our customer care department at *************************************** or by phone at **************.
Warm regards,

*****
Initial Complaint
Date:09/20/2022
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've had our solar panels installed for a few months now and they have not worked since day one. They have already began to take payments out of our account with no communication as to when this will be fixed. No one calls back to let us know what's going on. As soon as they got the contract signed that's all they care about. Do not use this company it's just a bunch of hassle.
Business Response
Date: 09/22/2022
Hello ***********, we apologize for the lag in communication during this process. Our customer care team has reached out and provided an update for you. Were working to schedule inspection for your system and have issued reimbursement for both August and October loan payment. Please continue working with our customer care team to get your system fully operational.

Customer Answer
Date: 09/23/2022

Complaint: 18050547

I am rejecting this response because:
This company is scamming people across the country. I have been in contact with numerous people on social media that are dealing with the same issues that we have been. We will continue to make everyone aware of any of this company and their practices.
Sincerely,

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

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Lumio is NOT a BBB Accredited Business.