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:08/09/2024

  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.

  On 10/27/23 I agreed to a solar contract with Lumio. Their salesman used very high pressure sales tactics, and pressured me into taking out a loan since I did not have enough cash to purchase solar panels outright. One of the ways he convinced me to apply for the loan was by offering a $2000 rebate once the solar panels were installed and operating. I waited about a month after the panels were turned on before trying to reach out to the salesman to find out why I hadn't received the rebate. Every email I tried to send bounced back as undeliverable which makes me think that he no longer works for the company. I eventually had to just email their general customer care. After sending them the certificate that the salesman provided about the rebate, they agreed that it was sufficient proof and would work on sending the rebate. This was in April. I have had to email them every month to ask about progess. The first few replies stated that the rebate was being processed, but they couldn't give me specific dates. The last email I sent them in July has still not been answered. The rebate is supposed to help me get the loan paid down to a certain point by a certain date before payments increase. The loan is also charging daily interest, so the longer I am without a rebate from Lumio, the more they are costing me in accruing interest. A company should not take over 4 months to process a rebate when they have been provided with the proof that it is owed. If they are allowing their sales team to promise what they can't provide, the legality of their company seems suspicious. Having read other reviews, I know that I am not the only person dealing with this.

  Business Response

  Date: 08/14/2024

  Hi Andy, thanks for reaching out. Our team has been in touch with you to let you know that we are working on getting an update on the rebate promised by your representative. We'll be in touch with you directly with more information once available. 

  Business Response

  Date: 09/09/2024

  Hi Andy, our team reached out on Friday with an update. We're hoping to get this sent out by the end of the month. We'll continue to work with you directly until this gets payed out. 

  Customer Answer

  Date: 09/10/2024

   
  
  Complaint: 22118821
  
  
  
  I am rejecting this response because:

  This is still not an acceptable response. It's an update on a possible timeline. But I fear that as soon as I say that this matter is resolved that the company will cease working on my rebate. I will only say this is resolved when they send me the money that I have been promised.

  
  
  
  Sincerely,
  
  
  
  Andy Burt

• Initial Complaint

  Date:08/08/2024

  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.

  Representative illegally soliciting door to door without permit 8/8/24 6:30PM.

  Business Response

  Date: 08/09/2024

  Hi *****, we appreciate you bringing this to our attention and would like to look into this further to identify this individual. If you have any additional details that might help us, please reach out to ********************************** and we will pass that information along to our sales compliance team. 

• Initial Complaint

  Date:08/03/2024

  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.

  I purchased solar panels from this company. In May, I noticed my solar panels haven’t been working since April 11,2024. I reached out to the company by phone and email since May 11,2024. A tech was sent out and said parts needed to be ordered. When parts arrived, please call again. I called and emailed several times for about a month until they scheduled a tech to come out July 22,2024. The day came and nobody showed up. Nobody called me to explain and rescheduled. I reached out to company again by phone and email and still no response. I have to pay for the solar panels and electricity bill since April 11. The whole point of getting solar panels was to decrease my electricity bill and now I’m stuck with paying for both. Repair date is still unknown.

  Business Response

  Date: 08/15/2024

  Hi Minh, our team completed partial repairs on August 6th and we're working with our install manager to schedule an appointment to get the remaining panels working. We'll reach out to you directly with an update. 

  Customer Answer

  Date: 08/27/2024

  
  
  Complaint: 22089091
  
  
  
  I am rejecting this response because: need compensation for the delay in repair. I have attached my monthly electricity bill for viewing purposes. I have to pay that amount monthly in addition to the solar panel payments. I understand I would had still have a monthly electricity bill to pay but it wouldn’t be this much. This is causing me financial hardship with other stress I am currently facing (death in family, hurricane Beryl, etc). This issue shouldn't have taken 4 months to resolve. I can be contacted by email or phone regarding this. **************** / 832-468-6854
  
  
  
  Sincerely,
  
  
  
  Minh Le

  Business Response

  Date: 08/30/2024

  Hi Minh, we have submitted a reimbursement for 4 months of loan payments. Please reach out with any further questions and we would be happy to assist. 

• Initial Complaint

  Date:07/30/2024

  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.

  I had Solar instatll at my resident in around Sept 2021 by a Company by the name of Atlantic Key enegry. A few months later we were having issues with the bill form the power company more than what was told to us. In January 2022 I spoke with ******************* ************************** Manager. **** agree at the time that the company would add additional solar panels. On 03/02 I received and email from **** Like we spoke about prior, due to building depts having staffing issues, it'll take 2-4 months for installation to be completed. Currently engineering is designing and creating engineering plans to be reviewed and approved. After this contact I heard nothing else about te additional panels. In November 2023 this process started again and signed document for Lumio which is now the new owner of this company to install the solar panels. I was advise this would ***********-8 weeks. The designs for the panels were done the end of November and sent to me for approval. In February I was told they are waiting on Permit. I received an email to sign my metering interconnection agreement. That was done on 02/20.Each time I called I was advise they are waiting on the Permit. In May I was contact by ******* who wanted a copy of the declartion page from my insurance. I sent her the info . In the meantime the permit came to my residence and was hung by the Meter per instruction.On July 9 I received and email from ***************** I wanted to communicate with you by introducing myself as your account manager. I understand your project has taken longer than expected to get to this point with delays, lack of communication, etc..With that being said, we are needing a declaration page from you showing proof of $1M personal liability coverage, as a requirement for your utility company I have called serveral time and was promised a call back from Manager ******* which never happen. This is unacceptable that after two years they are telling me I need 1M in insurance.

  Business Response

  Date: 08/02/2024

  Hi ********, we gave you a call today around 10am as you had requested but weren't able to reach you. Tier 2 insurance is a requirement from your power provider, not Lumio. Though your original system wasn't big enough to require it, adding these additional panels means your system is now required to have Tier 2 insurance and unfortunately there is nothing we can do to avoid it. Your project is on hold until we receive proof of the required insurance. Please reach out with any further questions. 

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22063657
  
  I am rejecting this response because: This projeeted started in Feb 2022 and it's hard for me to believe that they only found out about the additional insurance that is required.  I spoke with someone last week who advise me that since I am hnto paying for the additional panel they would not be able to pay the insurance for 1year.  This implies that if I was paying for the additional panels then they would be able to pay the insurance for a year.   
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/08/2024

  Hi ********, because each system on its own doesn't meet the requirements, it didn't get flagged in our system to inform you until we submitted it to your utility company. If you would like the free additional panels, you will need to pay for the insurance as Lumio does not cover that cost for customers. 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22063657
  
  I am rejecting this response because:  The NetMetering for the electricy company was done n February.  So why is that they are just advisng in July that I need additional insurance  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/12/2024

  Hi ********, we apologize for that delay. However, we are providing you panels for you for free. We cannot continue to do so without proof of insurance. Until then, your project is on hold.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22063657
  
  I am rejecting this response because:  I am not sure why I would accept there response by them telling me the same thing.  Nothing has change and I will never accept this response.  I am not sure why you keeping sending the same response.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/25/2024

  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.

  Lumio Purchase Date 10/26/2021.*******************. Technician Never Demonstrated How to operate the generator.*********************** are both Disable people. We have talked to representatives&leftmessages for Lumio to return our calls. No Response from Lumio. Once you buy The Solar Panels&Portable Generator. Solar System&Portable Generator We have a warranty on them with Lumio. Lumio Do Not Return phone calls at all. ******** need this matter to be resolve. ****** has stage 4Cancer, Diabetes,Gout. .***** has suffered from a stroke, partially deaf&HP. We both have health issues.PleaseHelp&Advise The ***** Family ******************************************************************* *************,*************

  Business Response

  Date: 08/01/2024

  Hi *****, thanks for reaching out. Our team has been in contact with you regarding the generator and is looking into it further. We'll each out to you directly with more information.

• Initial Complaint

  Date:07/20/2024

  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 have had solar panel leaks at my house for quite some time it took me 6 months to get lumio to come out and fix it the first time and they hired people who didnt even have a license to repair my house and they stopped working due to non payment from their boss Had to fight them for another 2-4 months to come back o ur and fix again they brought a worst crew fought again they had a some what better crew and yet my leak is still bad its the same but every time I try to get lumio back out they say its not their fault when it was and I have to prove them again it is but now they are blocking my emails and not answering any of my calls at least the managers are always in a meeting I need help to get my house fixed this isnt right please help me in getting my house fixed I have new leaks as well from panels I fear my house is rotting in important places and mold is forming as well they need to take responsibility and fix my house already they also refuse to stop by and remove my pannels from our house and repair all leaks

  Business Response

  Date: 07/29/2024

  Hi *****, we're working on getting a contractor out there to investigate the roof leak and see what is needed for repairs. Once the appointment is complete we'll be able to determine a game plan on how to move forward. Please continue working with our team until this is fully resolved. 

• Initial Complaint

  Date:07/18/2024

  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.

  I am waiting for a reimbursement money that it was approved over a year ago. Lumio the solar company stated they were going to give me a refund due to the job not completed on time and I was paying the loan for the solar panel and my electricity bill. Every time I call they always said it was approved and you just need to wait. They say I will put notes on your files and the supervisor *********************** has not done anything about my situation. Please I need help in greeting a resolution. Thank you this is their number **************. Please help. The case number for my file is CR023744. thank you.

  Business Response

  Date: 07/24/2024

  Hi ****, our team has been in contact with you to inform you that your reimbursement will be sent out on August 2nd. Please reach out with any questions in the meantime. 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22009287
  
  I am rejecting this response because:This is **** ******** complain number 22009287 and I have not have my refund yet. They do not want to give me my reimbursement and are taking too long
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 08/15/2024

  Hi ****, our team has contacted you to let you know we're working on getting an update. We'll continue to work with you directly until this is resolved.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22009287
  
  I am rejecting this response because:
  It is taking too long to get my reimbursement money. They said it was going to be sent on August 2 and they never sent it. That are not serious about sending my money. Until I get my money I will not be satisfied.
  Sincerely,
  
  **** ********

  Business Response

  Date: 08/22/2024

  Hi ****, we appreciate your patience as we work to get this sent to you. We have been in contact with you directly regarding updates. 

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22009287
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 08/23/2024

  I dont agreed with their decision because they said they were going to send the reimbursement check on August 2nd. And they said it was approved and I have been patience waiting for over a year for less than 1500 dollars. And I am tired of waiting. 

  Business Response

  Date: 09/06/2024

  Hi ****, our team has recently provided an update that your reimbursement is expected to go out in the next few weeks. Please reach out with any further questions in the meantime. 

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22009287
  
  I am rejecting this response because: I have been waiting for over a year now for my reimbursement and still they always say that they will next the reimbursement in the next few weeks and months go by and nothing happens. This is a real business its time to stop playing with people mental health. I want my money as soon as possible. Enough is enough. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 09/16/2024

  Hi ****, your check was mailed on Friday and should deliver within a few days. Please let us know if you have any further questions. 

• Initial Complaint

  Date:07/17/2024

  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.

  My experience with Lumio has been nothing short of disappointing. I have had Lumio solar panels installed for a year now and Unfortunately, my disappointment has only grown over time. I was told that this solar panels would overproduce my consumption leaving me with an almost $0 electric bill (aside from net metering fees). That couldnt have been further from the truth. I have consistently maintained and how you in the past year that Ive had solar. Despite the monthly solar lease costs, I am still burdened with a significant electric bill that combined with the solar costs, is far higher than what I was paying before I opted for solar panels.After communicating my concerns to my lumio field rep, she suggested that the original usage estimate was underestimated, resulting in the higher electric bill. The proposed solution? To add more panels to cover the underestimated portion. This revelation left me beyond upset.Last year prior to moving forward with Lumio, I explicitly communicated to my salesman that previous quotes from other companies exceeded my electric bill, preventing me from moving forward with them. Miraculously, Lumio provided me with a seemingly competitive price that was lower than my existing electric bill so I agreed to move forward with them. However, the reality of my increased expenses tells a different story.I feel that Lumio's sales tactics are shady and misleading. Underestimating the usage to present a lower solar payment to the customer, only for them to later require additional panels to achieve a bill-free scenario, is extremely unethical and not uncommon based on reviews from other upset customers like myself.

  Business Response

  Date: 07/18/2024

  Hi ******, our team has already been in touch with you regarding your concerns. We have completed a production audit of your system but it's not 100% accurate because your system has not been on for at least a year. However, based on the information we can confidently say that your system has been operating and producing consistent energy since you were granted PTO and looks to be on track to perform according to the contract that you signed. We have offered you additional panels at a discounted cost. However, it is up to each customer to read through their contract and understand what they are agreeing to. We're sorry for the miscommunication but are happy to provide you with a copy of your contract if you don't have it saved. 

  Customer Answer

  Date: 07/21/2024

   
  Complaint: 22004945
  
  I am rejecting this response because:

  I truly believe my energy consumption was purposely underestimated by the salesman. Im currently paying significantly more monthly for my solar lease and power bill then I was paying for power alone last year. I agreed to move forward with solar because my salesman told me my system would produce enough power to leave me with a next to nothing electric bill which is not the case. Had I known that I would still have a significant electric bill in addition to the cost of the solar lease, I would not have moved forward. If my salesman would have calculated my consumption and needed system size accurately, I would not be in this position. If calculated accurately, the salesman would have known the cost of solar would exceed my electric bill. During the 2+ hours that the salesman was at my house, we spoke at length about why I hadnt yet moved forward with solar (the quotes I received for solar exceeded the cost of my electric bill so it didnt make sense financially). MIRACULOUSLY the cost of solar with lumio as stated by the salesman was less then my electric bill and was supposed to leave me with a next to nothing bill. That has not happened. I feel like I was scammed.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/14/2024

  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.

  Approx a year ago, I entered into business with Lumio for Solar Panel Installation. There was no damage or issues to my roof known or reported when panels were installed. Then on or around April 29th a leak was found in the roof after water collected in my living room. I called Lumio back in to assess as solar panels were the contributor to the leak and they sent 2 staff for Lumio to assess and they stated from their assessment that the leak was from somewhere else not connected to panels. I then had another contractor come over for 2nd opinion and did a thorough check of roof-panel by panel and determined leak WAS from the panels. A video was done. Video was then sent to Lumio and they sent the same two people out again and for sure took off 4 panels and then stated they would have another contractor come out and that contractors scheduler then called to set appt to come out and after hearing my address, said they dont come out this far so then referred to yet another company in ******. Then an assessor from ****** came out and he checked and said that he saw the leak was from a new shiny nail which was NOT there before. He took a picture and theres no way that was there. He said he was willing to fix the issue w/ roof leak but would not give a warranty. I feel a warranty is necessary and my roof needs to be repaired WITH a warranty. Im still under warranty with the solar panel installation but the hard part is their saying the leak is not from the panels and I disagree implicitly. I need this resolved, my leaky roof repaired with warranty from Lumio.

  Business Response

  Date: 07/24/2024

  Hi *****, our subcontractor has been attempting to reach you to schedule and we have passed along the information that they must leave a voicemail, per your phone call with our team. Please continue working with our team and the subcontractor until this is fully resolved. 

• Initial Complaint

  Date:07/12/2024

  Type:Order 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.

  The company I feel is not honoring my original contract because they want to cut down trees that were actually on the property when they configured the design of where the panels should go There are other places where they could have put the panels

  Business Response

  Date: 07/16/2024

  Our finance team has been in communication with the customer regarding this. A tree trimming is needed due to the financier's requirements but the homeowner does not want a tree trimming. Our finance team is working on a solution that will work for the homeowner and the financer. The homeowner is in communication with ***** from our finance team and we will continue to work directly with them to resolve this issue. 

  Customer Answer

  Date: 07/16/2024

   
  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,
  
  ***********************