Complaints

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

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  Lumio

  1550 W Digital Dr Ste 500 Lehi, UT 84043-6783

• 

  Lumio Energy

  2929 S Elm Ave Fresno, CA 93706

• 

  Lumio

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

• 

  Lumio HX, Inc.

  12600 Challenger Pkwy Ste 200 Orlando, FL 32826-2756

• 

  Rising Investments LLC

  2500 Mottman Rd SW Ste 100 Tumwater, WA 98512-6276

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/20/2024

  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 Lumio install solar panels on August 22nd. The solar panels have yet to be inspected, approved, and connected to Domion Energy power grid. I contacted Lumio numerous times via email and phone call. My complaints were not addressed until Sept 9th after I filed my first BBB complaint. I was told that the project was not connected because the team had to deviate from approved permit plan to complete project, and that Lumio is now obtaining approval from the City of ************** (SC) prior to getting the project inspected and connected. They said it would take 7 days to get approval. I was promised I would get update from company after a couple days. I again emailed and called Lumio multiple times. My point of contact (******* ******) told me she was waiting on the city for approval, but would be going on maternity leave 9/20/24. In her place ******* ********* would be taking over for her. I emailed ******* and attempted to reach her via phone call, but have not received any reply. I am now filing my second BBB complaint to address this matter. It appears I may be having to litigate the matter in court as I am losing trust and I now fear I will be incurring financial harm from Lumio.

  Business Response

  Date: 09/24/2024

  Hi *******, as this is a normal construction project, timelines may vary to get your system turned on. We haven't found any messages left for us or missed calls from you and we have responded to your email. We will continue to communicate with you directly throughout the remainder of your project.  

• Initial Complaint

  Date:09/19/2024

  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.

  Purchased solar panels and was told that we would get a rebate of $2000 to remove a tree on our property to increase the efficiency of the system. We have called for over a year and every time we call they say they are processing the rebate, but we have never received the money. Last contact was July 23, 2024 and we were told it would be "completed with the next couple of weeks."

  Business Response

  Date: 09/26/2024

  Hi ****, thanks for reaching out. Our team has been in contact with you about this and will reach out to you directly with further updates regarding your reimbursement. 

• Initial Complaint

  Date:09/18/2024

  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 install our solar panels and a new air conditioning unit. The solar panels were installed correctly, however the air conditioning unit was not. When Orange County came out to inspect the air conditioning unit, it did not pass inspection and now there is an open permit on my house. This was over two years ago. For the past two years, I have been trying to connect with Lumio so they can continue with the work that was started but incorrectly finished. Whenever I call Lumio for help, the customer service agent is never able to provide any helpful details regarding when this matter will be resolved, nor will they transfer me to a supervisor or a manager; they only say I will receive a call back, which I never have. I did finally receive an email from someone named Chanel ********, but she was unhelpful and eventually stopped answering my emails. I need Lumio to pay for an electrician to finish the work they started so I can close this open permit on my house.

  Business Response

  Date: 09/30/2024

  Hi *****, Chanel has been in contact with you regarding your concerns. We are working to find a partner in your area to help complete this work but if you would like it to get done quicker, you are more than welcome to get the work completed by your own contractor and we will reimburse you. Please continue working with ****** on how you would like to proceed.

• Initial Complaint

  Date:09/18/2024

  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 my pannels installed last year in the ***************. all my pannels stoped working in june the hottest moths of the tear i have been contacting lumio about getting them out to gix the problem and they just keep giving me the run around its been over 3 months with no solor power and paying on both them and electricity is getting expensive. i have paid more montha for my pannels to not work then work. all im told is ill receive something in about a week and this has gone on for over a month

  Business Response

  Date: 09/30/2024

  Hi ******, we have this scheduled for October 4th. Please reach out with any questions in the meantime. 

• Initial Complaint

  Date:09/16/2024

  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.

  I granted an incentive check for signing up for Lumio for solar panels which took nearly 9-months to receive the check in the amount $1,633.50, however, when the check was deposited it was rejected by my bank for insufficient funds from a JPMorgan Chase Bank. The was dated on 7/5/24 and I've been desperately trying to reach Lumio by their or [email protected], nevertheless, I've yet to receive a response back from them.

  Business Response

  Date: 09/17/2024

  Hi Alphonso, our team has reached out to update you. A new check was reissued last week and you should receive it later this week. Please reach out with any other questions in the meantime. 

  Customer Answer

  Date: 09/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22293969, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Alphonso Sullivan

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late July 2024 I contacted Lumio several times to report 2 Inverters were not working. After contacting them 3 times over a month, finally on August 18, 2024 they approved an *** and shipped the Microinverters to my home address. They gave me a number to contact for their technician to install the Inverters *************. I called they said a technician would call me within 2 days. Those days came and went, no one called. A week later I tried again; they said a tech would be calling within a week I should just be patient. I waited another week tried again. This time they said they are are really busy right now and that someone would be contacting me within 7 days. It is now 5 weeks later I have never received a call, email or text from any of their techs or anyone at Lumio for that matter. Really frustrating because meanwhile I'm paying a higher bill because downed panels are not offsetting grid usage .

  Business Response

  Date: 09/26/2024

  Hi *****, thanks for reaching out. Our team is working on a game plan to get this resolved for you and will reach out to you directly with more information once available. 

• Initial Complaint

  Date:09/09/2024

  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 purchased solar from lumio about 2 years ago and am covered under their warranty for the next 25 years. I have been calling relentlessly to have a technician check out my system as I've been experiencing lower than usual production and potentially have a defective panel. LUMIO has been giving me the runaround for approx. 3 months now, and has not sent a technician out to inspect/repair my solar system and would not put me in touch with someone from management to help resolve my issue.

  Business Response

  Date: 09/12/2024

  Hi Piotr, based on your installation agreement, your system is projected to produce 10,961 kWh annually. Data from Enphase indicates that in 2023, your system produced 11,314 kWh, which aligns with the estimated output. For the current year, 2024, your system has generated 8,075 kWh to date, putting it on track to meet the expected production levels. Our team has been in contact and will continue to answer a questions you may have. 

• Initial Complaint

  Date:09/09/2024

  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 26 solar panels installed by Lumio Solar out of Orlando, FL. On July 22, 2024, I noticed on my Enphase app (Solar monitoring equipment) that one of my panels was not working. I called the Lumio service line and put in a service request. I never received any confirmation that the service request was placed. On August 1st I received a part for the system in the mail from Enphase and also noticed that my entire solar system was down. Not once did Lumio contact me to tell me a part was coming or who to contact once it arrived. On tuesday, August 6 2024 I contacted Lumio service again who told me that the request was placed on July 22 2024 and that they sent me the part. At this time I asked if I could speak with someone in maintenance to see in I could troubleshoot the system which Lumio told me that I was not allowed to directly talk to any maintenance or installation personnel. I asked if I could escalate this issue to a manager and a manager from Lumio named Chanel G******* contacted me through phone calls and email. Attached is the email correspondence between myself and Ms. G******* in which she assured me they were contacting their service team right away and that she even promised to reimburse me for my lost money due to my entire system being down. (email attached below). After these emails Ms. G******* never contacted me again and not once since has Lumio tried to reach out to me to update me in anyway. I called the service line 5 times since and not once have I gotten a response. In the contract, it says I cannot get service from anyone else or it voids my warranty. I even contacted ENphase the company of the electrical and monitoring service and they reached out to lumio to make sure they repair my panels. DUring that conversation I was informed that the panel has been down since April 29, 2024. All I want is for Lumio to fix my solar system as they promised they would in the contract. Thank you

  Business Response

  Date: 09/12/2024

  Hi William, our team has contacted you to let you know that your service appointment is scheduled for September 13th. We'll check in after the appointment. Thanks!

• Initial Complaint

  Date:09/09/2024

  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.

  My solar panels were installed in timely manner from sale to installation. Unfortunately, Lumio never proceeded with their inspection that is required for Dominion Energy's subsequent inspection and approval. It has now been 3 weeks and I have not received any word from Lumio. I called multiple times and sent multiple emails requesting service and explanation for the poor service. I was told by the Lumio call center that the "Project Manager" was notified and he would call me to address the service problems. This project manager never called back despite multiple messages to Lumio call center. I attempted to reach alternative project managers and supervisors, but was denied by Lumio to speak with them. My energy company (Dominion) was shocked by the poor service provided by Lumio, and advised legal action may be needed for breach of contract. To date, I still have not had any remediation from Lumio. I am now filing complaints with my my HOA and municipality. Sadly, I may need to got judicial court to litigate the manner.

  Business Response

  Date: 09/12/2024

  Hi Timothy, our team has contacted you regarding your concerns and answered your questions. Please continue working with us until your system receives permission to operate. 

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  lumio sent installers tree guy and never checked on them to see if they did there jobs right. i had to rent a machine and dumpster to clean up all the limbs and logs they left in my next door lot. i have all emails . i have spent over 2000.00 dollars so far and i have damage to my home. gutter is damaged from installers propping a ladder against it and going up an down on the back of my house. tree guy hit my soffit on the side of the house with a limb. also there is limbs hanging in my tree that is dangerous if they fall out and hit someone. i don't want lumio on my property anymore cause there subs do shitty work. i will get the repairs done myself. i have a email where they offered me 1900.00 and some change then when i told them i wasn't signing off until i got a final number they emailed back and said they don't pay for that. if they don't refund me for everything then i will take further actions

  Business Response

  Date: 09/06/2024

  Hi Jeff, our team has been in contact with you regarding your complaint and have attempted to work with you to resolve this since January 2024 but did not get the action from you necessary to fully resolve. Because we have previously attempted to resolve this with you but it was declined on your part, at this time we can offer you a reimbursement of $350 for the gutter.

  Customer Answer

  Date: 09/09/2024

   
  
  Complaint: 22238703
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Jeff Coyne