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:09/04/2024
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 Panels on my home. For the past 2 months the gateway has not been reporting and the solar panels are not working because my electric bills have gone from $40.00 to $67.00 and now $189.00. I cannot afford to pay the loan for the panels and electric bills. Their guarentee was that my electric needs would be 100% covered by solar. I have called repeatedly over the past 2 months and they will not come out and repair the system,
Business Response
Date: 09/05/2024
Hi Kathryn, we have been in contact with you to confirm your appointment on September 13th. Please let us know if you have any questions in the meantime.
Customer Answer
Date: 09/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22238001, and find that this resolution is satisfactory to me.

Sincerely,

Kathryn Frisch
Initial Complaint
Date:08/30/2024
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.
- False advertisement (first 2 months free)
- Increased energy bill
- Leaking roof panels
Business Response
Date: 09/04/2024
Hi Robbie, thanks for reaching out. Our team has contacted you regarding your concerns. Concerning the roof leak issue, please provide us with photos of the affected area of your roof from the outside, particularly from the location where you suspect the leak is originating. Pictures from the ground will suffice. Regarding the two free months mentioned, the representative was referring to the period before your payments would commence after signing the contract, which is approximately two months. You received authorization to operate your panels on April 29, 2024. According to Enphase, your panels are performing as expected. Since the panels have been in operation for a relatively short period, we are unable to conduct a production audit at this time. If you continue to have concerns over the next few months, please do not hesitate to contact us. We will be more than happy to perform a production audit to ensure your panels are functioning optimally.
Initial Complaint
Date:08/29/2024
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.
Panels installed incorrectly breakers are overloaded (Fire hazzard), roof tiles broken and not repaired properly, energy production extremely below what was promised. After the first report of panels tripping breakers in February of 2024 I have been waiting on a service tech to repair.
Business Response
Date: 09/09/2024
Hi ********, thanks for reaching out. Our team is working on getting this scheduled and will reach out to you with more information once available.

Initial Complaint

Date:08/23/2024

Type:Service or Repair Issues

Status:

Resolved

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 called several times over the last three months to get repairs to my solar panels. The company refuses to return phone calls and schedule a date for service. Instead they tell me that my repair request has been files and they have no idea as to when they will get a service team to my location They refuse to provide a time estimate for my Solar Panels that are still under warranty with this company. Panels which were installed just last year.

Business Response

Date: 08/26/2024

Hi *******, thanks for reaching out. Our team has been in contact with you to let you know that the repairs are scheduled for September 3rd. Please reach out with any questions in the meantime.

Customer Answer

Date: 09/09/2024

Complaint: ********

I am rejecting this response because:

I had previously filed a complaint under #******** due to Lumio ignoring my requests to ***air non-working solar panels they had installed and cables they failed to secure that bang in the attic on windy days. Lumio contacted me and said they would send a service tech on 3 September. They then rescheduled the ***airs for 5 September and then did not show and have refused to reschedule and address this issue that has been going on over 3 months. I wrongly assumed they would hold up to promise to address the issue, but it seems after it dropped from the BBB complaint, they canceled all contact with me and have refused to finish what they stated they would do. After making contact to find out any answers I was told the installer manager had canceled the service without contacting me or having a Lumio *** reschedule the work. Lumio appears to be playing a game where as long as there is an open complaint, they will contact the customer but once it falls off the ******************** complaint system they drop the customer without upholding their end.

Sincerely,

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

Business Response

Date: 09/16/2024

Hi *******, our team is working on getting your service rescheduled and will continue to work with you directly until this is fully resolved.

Customer Answer

Date: 09/17/2024

Complaint: 22187958

I am rejecting this response because: Lumio has made these promises over half a dozen times and has never once followed through. They have gone as far as to schedule repairs and then renege on it by not showing up nor contacting me to reschedule. Not to mention that via BBB posted complaints and other sites such as Yelp and Face Book it is evident this is a common practice to try and wait out BBB complaints by responding but never actually doing anything to uphold their end of their promises. Until the repairs are made and they uphold their warranty agreements I can in no way trust anything this company states.

This complaint should not be closed until Lumio carries through with their product guarantees.

Sincerely,

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

Business Response

Date: 09/24/2024

Hi *******, we appreciate you keeping this open until resolved. We have been in contact with you to apologize for the missed appointment as our only technician resigned before your scheduled time. We are working to find someone to perform the necessary service work and will reach out to you directly with updates.

Customer Answer

Date: 09/25/2024

Complaint: 22187958

I am rejecting this response because: Lumio still has not done one single satisfactory thing to uphold their warranty promises.. Even though their employee assigned, supposedly (who can believe them anymore, at this point), resigned, the manager was aware the work needed to take place and failed to assign a different technician. Nor did anyone from Lumio make any effort to correct it. Instead I was forced to go through a repeated process of making calls, sending messages and never once being contacted by them to rectify it. Instead I was forced to reopen this BBB complaint.

These types of responses and excuses from this company, to not uphold their warranty agreements, has been commonplace ever since this interaction began with them way back in June. It has gone on for nearly 4 months. And yet they still have not lifted a single finger to fix the issue. Only to play cat and mouse games and avoid keeping their promises by responding here.

it has been since June, and they are still up to their same games. Again, I request this complaint stays open until they finish the work as they have promised and yet refuse to do.

I am losing money because my bills have gone from $50 a month to over $150 a month. Again, another guarantee they're not upholding because they promised Iwould have little to no bills, and I am forced to pay more because they can't uphold their warranty agreement.

Sincerely,

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

Business Response

Date: 10/01/2024

Hi *******, we are working on getting this back on the schedule for you and will update you directly as we know more.

Customer Answer

Date: 10/01/2024

Complaint: 22187958

I am rejecting this response because: This is the same response by Lumio without any effort to repair and uphold their warranty agreements. Same response and yet no repairs have been made.

Over 4 months and no offer on their part. Not to even contract a repair company to come out and do what they refuse to do themselves. This is appears to be nothing more than a game to them without any concern for their customers..

Sincerely,

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

Business Response

Date: 10/07/2024

Hi *******, if you would like to hire your own contractor to do the repairs, you can send the invoice to us for a reimbursement on the work.

Customer Answer

Date: 10/08/2024

Complaint: 22187958

I am rejecting this response because:

Lumio needs to be more clear about who I would be subgmitting the request for reimbursement to. I need it to state the timeframe in which I will receive this reimbursement. I need a confirmation number and guidelines and a letter in hand; approved by Lumio. I also need the letter to state that doing so does not waive my warranty with Lumio for future repairs I also need it to state what exactly you will reimburse. Email me this letter, Signed by someone in management, and we can move forward from there.

Sincerely,

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

Business Response

Date: 10/15/2024

Hi *******, Lumio will reimburse you for the cost of the service once the work is completed. Please ensure that a detailed invoice outlining both the cost and the work completed is submitted to us for processing the reimbursement. Rest assured, this will not affect your warranty, as our service manager has approved the service to be carried out by an outside contractor. Please continue working with our team until this is fully resolved.

Customer Answer

Date: 10/22/2024

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:08/23/2024
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 have had Solar Panels on my home for about 2 years now. Since May of 2024, I have been going back and forth with “customer service” from Lumio to get someone to come out and fix my micro inverters. Half of my panels are not working, therefore I am bot producing enough energy now to keep up with what is consumed. It is simply a breaker issue. I called customer service to report it at the end of May and they told me to flip the breaker and let them know if it fixed the issue. Within one hour, my microinverters were going again. The next day, the breaker tripped again and no power I contacted Lumio yet again and the customer service rep said she made a note and would send a service tech out to take a look. She told me to go ahead and flip the breaker again, so I did. Three weeks go by and no service tech has contacted me. So I call customer service again. She told me that ehen I flipped the breaker it came back up so they closed the ticket in their end. This was in June. I have not had working solar panels for 3 months now as I am nearing the end of August and have called Lumio at least 4 times, emailed them at least 6 times and the only solution I get is “ I can assure you we are working with our service team to schedule you a time to come out, please be patient.” I have been waiting 3 months for a service tech and my bill has increased from $13/month to over $150/month. If they can’t hold up their service agreement, why should we (the customers) have to hold up our agreement? Lumio needs to send a service tech immediately to fix the issue and cover the electric bill that I was promised would be covered or buy out my solar panel contract because they can’t hold up their end if the deal.
Business Response
Date: 08/30/2024
Hi Sheena, your service appointment is scheduled for September 6th. Please reach out with any questions in the meantime.
Initial Complaint
Date:08/23/2024
Type:Product 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.
Since a sales representative from Lumio sold me their solar panel system, my experience has been nothing short of a nightmare, marked by consistent dishonesty from their staff.
Last year, I needed to replace my roof. I spent several months (March to June) trying to get a written quote for my insurance company for the removal and reinstallation of the panels. Every time I contacted them, they had no solutions, refused to escalate my concerns to a manager, and even hung up on me at times.
On January 16, 2024, Mrs. Genesis L***** emailed me stating: “I will process 2 and 1/2 loan payments for a reimbursement of $255.15. Our accounting department will send the reimbursement via e-card. You will receive an email with a link to access the funds, which will be loaded onto a prepaid card you can use anywhere. Unfortunately, we cannot provide an ETA for the release of these funds.”
Since February 16, 2024, I’ve emailed Mrs. L***** five times and left at least four messages with their reps, but received no response. In April, I was told by a staff member that Lumio’s reimbursement process takes six months. I called Lumio again on July 17 and 31 and was informed that the Accounting Department still had no estimated date for my reimbursement.
Additionally, on July 16th, I received an alert from Enphase stating that the Gateway device, which transmits system data, was no longer communicating. Despite calling at least four times about this issue, Lumio’s staff stated that someone from Lumio will contact me in less than a week. It is now August 22, and no one from Lumio has reached out. My solar panels have been non-communicative with the Gateway device for over a month.
I urgently need my solar panels repaired, get reimbursed the $255.15 that were processed since January, and need compensation for the downtime of my solar system since July 16. Lumio’s lack of customer service and disregard for their clients are unacceptable.
Business Response
Date: 08/26/2024
Hi *******, thanks for reaching out. Our team has been in contact with you regarding your concerns. We have you scheduled for an appointment on September 3rd and have noted to have the technician talk to you about your system while there, per your request. We have also provided an update on your reimbursement and are hoping to have more information regarding that in the next few weeks. Please continue working directly with our team until this is fully resolved.
Customer Answer
Date: 08/30/2024

Complaint: ********

I am rejecting this response because:
After months
of unsuccessful attempts to reach someone at Lumio, I finally received a
response following my complaint to the Better Business Bureau (BBB). Without
filing the BBB complaint, I would still be facing Lumio's lack of service.
I spoke with
Lumio's Executive Resolutions team, and they have scheduled a technician to
come on September 3rd—over a month and a half after my system went down. This
technician will assess why the Gateway device, which transmits my system data
to the Enphase app, has stopped communicating. Depending on the issue, I'll
receive a date for when it will be fixed.

I expressed
my frustration about paying for a solar system that has been non-functional for
a month and a half. The Executive Resolutions staff explained that staffing
shortages had delayed the technician's visit. When I requested reimbursement
for this period, given that the staffing issue was not my fault, I was informed
that Lumio would not provide any reimbursement.

Regarding a
previous reimbursement request from January 16 (almost eight months ago), I was
told I am on the priority list but still have no estimated date for when I will
receive my money. It is both ridiculous and unacceptable that after eight
months, I have yet to receive this reimbursement. It’s clear that being on the
priority list was only a result of my BBB complaint.

Lumio’s
failure to address their responsibilities—particularly their slow response and
staffing shortages—means I am effectively paying for a solar system that isn't
operational. Additionally, the prolonged delay in processing my reimbursement
reflects a serious lack of customer care. Since the installation of my solar
panels in late 2021, I have encountered numerous issues with this company. It
is evident that Lumio does not prioritize high-quality service or customer
satisfaction. The company’s practices are so poor that they should be shut down
from doing business to prevent further harm to other customers.

Sincerely,

******* ******** ******
Business Response
Date: 09/05/2024
Hi *******, we understand your frustration and have been working with you to get these things resolved. Your service appointment has been rescheduled for September 12th. We'll reach out after your appointment to see how it went and determine next steps.
Customer Answer
Date: 09/07/2024

Complaint: ********

I am rejecting this response because:
On Friday,
August 23, I received an email from Lumio's Executive Resolutions team
informing me that they had coordinated with the service department to schedule
a technician visit for September 3. This was also confirmed by a phone call on
Monday, August 26.
However, on
Friday, August 30, at 4:13 PM—right before the long weekend—I received an email
from Lumio rescheduling the visit to Thursday, September 5. This timing was
highly inconvenient, as I had already made arrangements to work from home on
September 3 because I expresses that I wanted to be present when the technician
comes to my house.

It is
unprofessional to send a rescheduling notice so close to the original
appointment time, particularly at 4:30 PM before a long weekend and just before
a holiday on Monday, September 2.

Since I previously
expressed my preference to be home for the technician via email and phone, I
informed Lumio that due to prior work commitments, September 12 was the next
day I could be available. Despite the lack of an apology for the short notice
rescheduling, I received a confirmation for the new appointment date of
September 12.

It has now
been 10 business days since I filed my complaint with the BBB on August 22.
Although my case has been placed on their "priority list," Lumio has
yet to schedule or provide any update regarding my pending reimbursement, which
was originally filed on January 16, 2024. Despite the BBB's intervention and my
repeated efforts to resolve this matter, Lumio has not communicated a timeline
or taken any concrete steps to address the delay. This ongoing lack of response
and action is extremely frustrating and unacceptable.

Since the installation of my solar panels in 2021, every interaction
I've had with Lumio’s staff has been marked by a troubling lack of
acknowledgment or apology for the ongoing issues and inconveniences caused by
their service. Despite numerous calls, emails, and attempts to resolve various
problems, Lumio’s representatives have consistently failed to recognize the
disruption and aggravation their service has caused. Each communication has
been handled with a level of disregard that suggests an ongoing lack of concern
for customer satisfaction. This persistent absence of accountability and
empathy reflects poorly on their commitment to customer service and has only
compounded my dissatisfaction with their overall service quality.

Sincerely,

******* ******** ******
Customer Answer
Date: 09/22/2024

Complaint: ********

I am rejecting this response because:

On Wednesday, September 4th, Lumio confirmed a technician was
scheduled to arrive yesterday, Thursday, September 12th, between 10:00 AM and
1:00 PM. However, the technician did not show up. At 2:30 PM yesterday, I
emailed Lumio’s Executive Resolutions team and left a voice message to report
the no-show. She called me a couple of hours later to let me know she was not
informed that the technician will not come, when she researched the reason for
this, she found out that the technician no longer works for Lumio anymore. She
apologized for the inconvenience and stated that she already escalated this to
her manager and that next week she will have a response.

How unusual is it for a company to schedule an appointment
with a technician who is no longer employed, even if they are from a third party?
This situation further exposes Lumio’s ongoing issues with organization,
communication, and follow-up in their internal processes. In a well-organized
company, the scheduling system and communication channels should be updated
promptly to reflect any changes in staff. Here’s a breakdown of why this
situation is concerning and how it reflects on Lumio’s operations:

Scheduling Errors: A fundamental aspect of effective customer service is ensuring that appointments are scheduled with current staff members. Not having this information can lead to significant inconvenience and frustration for customers.

Communication Breakdown: The fact that Lumio was unaware that the technician was no longer employed suggests a breakdown in internal communication. This indicates that either the technician’s departure was not properly communicated to the scheduling team or that the system was not updated to reflect this change.

Impact on Customer Trust: Situations like this erode trust in the company. At this point and since so many issues since 2021, I do not trust Lumio at all. Customers rely on companies to be organized and to handle appointments and issues efficiently. This incident demonstrates a lapse in Lumio’s ability to manage these aspects effectively.

This was the second time I have rearranged my schedule to work
from home for this appointment, and it is incredibly frustrating that the
technician failed to arrive as promised. Such a lack of communication and
professionalism from their team is not only disappointing but also
unprofessional and unethical. I kindly requested that this issue be addressed
immediately and that appropriate steps be taken to avoid further
inconvenience.

The Gateway device has not been functioning for over two months
now (since July 16th), and during this time, I have been paying for
a service that has not been working and it seems that it is going to take a
couple of weeks more for a technician to first come to assess the problem. This
ongoing issue is unacceptable, as I’ve continued to incur charges for a service
that I’m unable to use.

I told Lumio’s Executive Resolutions staff that I expect this
issue to be resolved promptly, along with a review of the billing for the
period in which the service was non-functional and to please advise on the next
steps to restore service and address this discrepancy.

On September 16th, I was informed that the manager has
approved my reimbursement for two months of solar payments, which I initially
submitted on January 16th. However, I was also told that no additional
reimbursements can be processed at this time. Regarding the required service
work, the Install Manager responsible for my area is currently in the process
of assigning a technician to complete the necessary repairs. This may take a
few weeks, but I will be notified of any updates as soon as they are available.

Once
again, Lumio has demonstrated a complete disregard for its customers. I’ve been
waiting for a reimbursement since January 16th. After multiple calls, I was
repeatedly told the reimbursement was processing. Following my complaint to the
BBB, I was informed that I had been placed on a priority list, yet it wasn’t
until September 16th that a manager finally approved it. After eight months, I
still have no idea how much longer I’ll have to wait to get my money back.

Additionally,
my Gateway device has been non-functional since July 16th. Despite numerous
calls asking for a resolution, I received no responses. After my BBB complaint,
they attempted to send a technician twice, but now I’ve been told it will take
several more weeks for someone to come and address the issue. I’ve continued
making my regular payments for two months on a system that isn’t working, which
reflects Lumio’s failure to provide timely support.
The
lack of accountability and responsiveness from Lumio is evident. They have
received full payment for the solar panels but are not standing by their
product and service commitments. This situation reveals a troubling neglect for
customer care, compounded by their inability to address issues promptly, likely
due to staffing shortages. It’s clear that Lumio has failed to meet its
obligation to provide timely support and service.

This
company deserves investigation to uncover how many other customers have been
mistreated and defrauded by Lumio. I’m certain many share similar grievances,
highlighting a systemic issue within the company. It’s alarming that a business
can operate under such conditions without accountability, leaving customers feeling
wronged and defrauded. I truly question how Lumio is still allowed to operate.

Sincerely,

******* ******** ******
Business Response
Date: 10/01/2024
Hi *******, we understand your concern and are working to get someone new out there. We'll reach out directly to you with more information once available.
Customer Answer
Date: 10/04/2024

Complaint: ********

I am rejecting this response because:
I
am writing to formally express my ongoing frustrations regarding multiple
unresolved issues with my solar panel system provided by Lumio.

As of July 16,
2024, my solar panel gateway has been non-functional for 11 weeks. Despite my
consistent payments for a system that is currently broken, Lumio refuses to
reimburse me. I have yet to see any action taken to resolve this issue. My
previous communication with your support team have yielded little progress, as
it appears that staffing shortages have hindered Lumio's ability to address
customer concerns promptly.

On September 16,
I received communication stating that a new Executive Resolutions Staff would
follow up on my case, stating the following: : “Regarding the required service work, the Install
Manager responsible for your area is currently in the process of
assigning a technician to complete the necessary work. This can take a few
weeks. You will be notified of any updates as soon as they become available.” While I appreciate the acknowledgment of the situation,
it has now been nearly three weeks since this notification, and I have not
received a confirmed date for a technician to visit my home.

Additionally, on
October 1st, I received a similar message via the Better Business Bureau,
reiterating that Lumio is working to dispatch someone to my location stating the
following: “Hi *******, we understand your
concern and are working to get someone new out there. We'll reach out directly
to you with more information once available.” The ongoing lack of concrete information or timelines is becoming
increasingly frustrating, because it leaves me in a state of uncertainty about
when my issues will be resolved.

Furthermore, I
have a pending reimbursement request from Lumio dating back to January 16,
which has yet to be addressed—almost nine months of waiting is unacceptable. It
is disheartening to feel that my concerns as a customer are not being
prioritized.

I filed a claim
with the Better Business Bureau on August 23, 2024, and it's been six weeks
without any concrete information or timelines from Lumio. This situation is
becoming increasingly frustrating.

I kindly request
immediate attention to both issues: the resolution of my solar panel gateway
problem and the reimbursement that has been pending for far too long. Clear
communication regarding timelines and next steps would be greatly appreciated.

Thank you for
your attention to these matters. I look forward to your prompt response.

Best regards,
******* ******** ******

Business Response
Date: 10/14/2024
Hi *******, unfortunately we do not have an update for you yet. We are working to get more information regarding the reimbursement and service appointment. We'll reach out to you directly with an update, once available.
Customer Answer
Date: 10/20/2024

Complaint: ********

I am rejecting this response because:
I find it completely unacceptable that the Gateway device
has been non-functional for over three months, since July 16th, and that the
issue remains unresolved due to staffing shortages. Additionally, I have been
waiting for a refund that was claimed and accepted by Lumio for the past nine
months, also since July 16th. This situation is truly frustrating and ridiculous!
This reflects a lack of professionalism from the company and shows a disregard
for customer needs.

I’ve paid three months of a system that is not working and Lumio has
not been capable of solving the problem in a timely manner. It is not my fault
that you do not hire enough staff to meet your customers’ needs and I demand to
refund me the payments I made. It is not my responsibility that there
aren’t enough staff to meet customer needs, and I expect a full refund for the
payments I made.

Sincerely,

******* ******** ******
Initial Complaint
Date:08/22/2024
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.
Purchased system in 2022. Paid ********* In October 2023 half of the panels stopped working. I did not notice until Jun of 2024 and have contacted them several times and no one will come and service them. I have been waiting for site service for 2 months.
Business Response
Date: 08/23/2024
Hi ******, your appointment is scheduled for August 27th and we have been able to contact you to confirm. We'll reach out after your appointment to see how it went. Please continue working with our team until this is fully resolved.
Customer Answer
Date: 08/27/2024

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:08/21/2024
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.
When I signed contract for solar panel installation, the agent promised a $1,000 check at the time of installation to covered winter months. The check has been "processed" since February of 2024, but it never arrives. I was not able to reach anybody else other than the customer service and they gave me the same answers.
Business Response
Date: 08/30/2024
Hi Chiachi, thanks for reaching out. Our team has been in contact with you regarding your reimbursement and will continue to provide updates to you directly.
Initial Complaint
Date:08/19/2024
Type:Billing 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.
I started paying my solar before it was hooked up. Each month they said next month next month next month and that went on for two years. Finally, my solar was hooked up. The bills didn’t lower until the 3rd month.
Business Response
Date: 08/29/2024
Hi Carolyn, thanks for reaching out. Our team has reached out to you with an update and provided a direct line for any questions in the meantime.
Customer Answer
Date: 10/07/2024

Complaint: 22163968

I am rejecting this response because:
Hello,
I wish to continue my complaint. They owe me over $900 for Amount about two years And I was paying my bill those months.
The solar has not been working correctly From the beginning. My bills have been in the three to $400 range.
Thank you, ******* ******.
Business Response
Date: 10/14/2024
Hi *******, we are estimating your reimbursement to be sent in the beginning of November and will reach out to you directly with a better timeframe once we have one.
Initial Complaint
Date:08/12/2024
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 problem started the 1st week of July! My A/C stopped working and hasnt worked since. I have had to buy 2 window units to try and keep my house cool, doesnt work when its 105 and above. Lumio has sent someone out 5 times! Each time they say they need a different part, they do not keep in touch. Im beyond frustrated with this company. To say I have buyers remorse is an understatement!! I would like to get my A/C working and be reimbursed for the money *** spent on this issue.
Business Response
Date: 08/14/2024
Hi *****, our team has been in contact with you regarding your concerns. We are waiting for a part to be delivered and then ***** schedule an appointment to complete the work. In the meantime, please send over your invoices for the ** units to ******* for review.
Customer Answer
Date: 08/15/2024

Complaint: 22131485

I am rejecting this response because:
Until the work is completed and my AC is working properly because I feel like they are and have been giving me the runaround. I will submit receipts for reimbursement but until this problem is resolved I wont be happy!!

Sincerely,

***************************
Business Response
Date: 08/20/2024
Hi *****, we understand that you would like this complaint to remain open until the work is complete. However, BBB requires a response within a certain timeframe. Our team was in contact with you yesterday to provide an update and will continue working with you directly until this is resolved.

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