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:07/11/2024

  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 purchased 28 panels in 2022 from the lumio sales agent **************** who I specifically asked what would happen if i need to replace my roof after the panels were installed. River explained that in the event a roof replacement was needed Lumio would remove/store/and reinstall the panels for free. I have had them installed for a year and now need a roof replacement. After contacting the company i was first advised I needed a voucher submitted by the sales rep (who no longer works there). After multiple days of calling I was then advised that there is no such voucher and they will not assist in any way. Feeling like I'm victim to a bait and switch from their sales rep i asked if they would consider at least matching the cost that insurance offered for removal and install. They refused that suggestion as well. This industry seems to alow their sales reps to promise unrealistic results and offerings and leave consurmers and homeowners liable in the end with no assistance. I would not have expected Lumio to conduct the removal and install for free unless I was instructed about it from River Young

  Business Response

  Date: 07/15/2024

  Hi *****, our team has reached out to you regarding your complaint. Unfortunately, unless this was included on your contract, the removal and reinstallation is an additional cost. Upon reviewing your contract, we have found that it was not included and would like to point out page 8 of your agreement which reads, "This Agreement constitutes the entire agreement between the parties concerning the System. There are no additional agreements pertaining to this Agreement, whether written or oral."

• Initial Complaint

  Date:07/11/2024

  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.

  Our roof was damaged by hail, which required us to remove our solar panels and replace the roof. The day that the panels were reinstalled, we were hit by a heavy rain storm and the roof immediately started leaking, causing damage to the ceiling in our kitchen. I called the next day and asked for a crew to come inspect the damage, fix the problem, and to be compensated for the ceiling repair. Lumio sent me a claim form and said that a supervisor would call me in the morning. Next day - no call. So I called back, and was told my claim was denied because they'd determined they weren't liable for the damage, despite no crew ever coming to inspect my roof. They claimed the roofing company was liable, despite the fact that it had rained since the new roof was installed, and the leak only started after the solar panels were put back on. This was based solely on talking to the installation crew (who would be motivated to cover up their own bad work) and one picture I sent with my claim form that didn't show the damage in detail. In the meantime, I had two separate roofing companies come the day after the ceiling leaked and verify that the damage originated from installation flaws with the panels. I told Lumio that their answer was unacceptable and that I needed a Lumio crew to at least come and inspect the damage. Lumio told me that a supervisor would call me first thing this morning. This morning - no call. So here I am, with a hole in my roof, praying it doesn't rain, a ceiling I can't repair until the roof stops leaking, and a company that refuses to even come out and inspect the damage to determine liability. This is an unacceptable way to do business and Lumio should at least attempt to determine liability.

  Business Response

  Date: 07/17/2024

  Our team has worked with the customer to obtain the invoice for repairs, complete the waiver, and submit the customer's reimbursement. The reimbursement has been escalated with our finance team to send. The customer has our contact information for any further questions in the meantime. 

• Initial Complaint

  Date:07/09/2024

  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 don't appreciate any representatives of ANY company soliciting to visit my home that has a CLEAR "No Soliciting" sign on the frame right next to my RING doorbell, try to negotiate their panels, and when I refuse or decline they get upset and insult me at my own home. THIS IS MY HOME, MY SANCTUARY, and your company is sending these people to harass me at my home to act this way and ridicule me. I have the video saved on my RING app and I am ready to post it online.Next time I guess I will just have to warn them that they are violating the "no soliciting" and that I will call the cops on them or a lawyer and seek legal action for harassment.

  Business Response

  Date: 07/11/2024

  Hi *******, we appreciate you bringing this to our attention. Feedback from homeowners like you help us to improve and we are grateful to you for letting us know. We have passed along your address to our sales compliance team who have added your address to our Do Not Knock list and have also reached out to the local leadership to relay the information and investigate further. If you have any other issues or concerns, please do not hesitate to reach out to **********************************. 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21965800
  
  I am rejecting this response because:

  This seems like nothing more than an automated response, and is about as heartfelt as an earthworm. I should not have to be on a list such as that, because the sign at the front of my house should have sufficed in the first place. And this is not a guarantee that somebody won't come back again, nor is it accepting that what you guys did violated the sanctity of my home.

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

• Initial Complaint

  Date:07/06/2024

  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 messed my install up and I was paying my electric company and the loan off at the same time for 6 months. Lumio has now owed me money for over a year. They originally said it would take ***** days. This was in may of 2023. I have called every month trying to get the ball rolling and they have told me multiple times they would expedite it and would come out within a couple weeks. I am asking the company to pay me what is owed.

  Business Response

  Date: 07/16/2024

  Hi ******, thanks for reaching out. Your reimbursement will be sent by the end of the week. Please reach out with any questions in the meantime.

• Initial Complaint

  Date:07/02/2024

  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.

  I was told by Lumio HX Solar that the solar system would be running by February of ********************************* November of 2023, so I agreed to their terms. When my first payment became due on March 22nd, 2024, the solar system was still not working thus making me have to pay the electric company and the solar contract payment. I called both the ***************************** Solar, at which time I indicated that due to me being on SSI, I could not afford both payments and that I needed the system running. The response from both parties was that if I didn't make the payment, it would be a breach of contract and it would destroy my credit. Lumio agreed to reimbursement me for every payment I made until the system was running and I have emails to support that. On June 29th 2024 the system was connected after we were forced to file an AG complaint for lack of performance from Lumio HX on the Construction side. For the payment reimbursements Lumio promised via ************* conversations, I have only received 1 payment reimbursement although 4 were submitted. Lumio customer department is now stating they were only informed to cut 1 check for $176.59 by ***********************. for March, April, May, June 2024. Per what was agreed to by the project manager ***********************, Im owed the remaining $529.77. Lumio HX has failed the State of ********** with a huge amount of consumer complaints, they have failed me as a customer in that I must file complaints to outside companies for any relief or *********** ****** are failing the Solar Industry by leaving a trial of poorly managed job sites & not upholding any sense of morality or ethical values in how they conduct business.

  Business Response

  Date: 07/11/2024

  Hi *******, thanks for reaching out. Our team has confirmed with accounting that this will be sent out by tomorrow. Please reach out with any further questions in the meantime. 

• Initial Complaint

  Date:07/02/2024

  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.

  I have been a customer for 20 months. At first getting the panels installed the service was acceptable. When i had to have them removed 4 months ago due to having to have my roof replaced it was a hassle to get a technician scheduled to get them re-installed. Now i have been waiting for a response for 2 months considering half of my panels are not working which i am guessing is loose connection as they patter of the ones that are not working. i have called multiple of times a week for the past 7 weeks for them to tell me when someone will be out to my house to fix this. All i get it is it is in scheduling. That does not mean anything with the money that i am losing because i am paying for panels that are not working.

  Business Response

  Date: 07/12/2024

  Hi *******, thanks for reaching out. Our team is working on getting this scheduled and will reach out to you directly with more information. 

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21934017
  
  I am rejecting this response because:
  This is the same response I have been receiving for 2 months now. I am paying for the panels and now have an electric bill which the panels should be eliminating

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

  Business Response

  Date: 07/16/2024

  Hi *******, this has been scheduled for July 19th. Please reach out with any questions in the meantime. 

  Customer Answer

  Date: 07/17/2024

   
  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:07/02/2024

  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.

  In October 2022 I signed up with Lumio for solar panels to be installed at my residence. Within the agreement there was a $1000 rebate promised. To this date, July 2, 2024 there has been no rebate issued. I have called Lumio numerous times, over the past 2 1/2 years, (at least 10 times), to inquire when they will be releasing said rebate. Ive spoken to numerous employees at Lumio and they have each told me that the funds are pending. They continually promise to speak to their supervisor and get back to me, which they never do. The representative who came to the house and signed me up for the program, *************************, would tell me that he would look into the issue when I spoke with him, but upon calling him back repeatedly to no avail, I learned that he had left the company because of unscrupulous practices. Needless to say, it has been an extremely frustrating couple of years dealing with this company, who apparently, have no intention of honouring their promised $1000.00 rebate over 2 1/2 years ago. This is unacceptable behaviour from a company who is supposed to be servicing the public, and I hope by documenting this poor practice, people will learn that Lumio is a business best avoided.

  Business Response

  Date: 07/11/2024

  Hi *******, thanks for reaching out. We have confirmed with our team that your reimbursement will be sent out by tomorrow and have communicated this with you via email.

  Customer Answer

  Date: 07/11/2024

   
  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:07/01/2024

  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.

  We purchased a solar system from Lumio in the fall of 2022. The salesman went over our usage numbers and recommended a system that would provide enough output to accumulate power credits such that we would not have a power bill beyond the basic fees. Since our system was installed near the fall of 2022, our power bills were normal during winter of 2022/23. The next winter, after a full summer of working, we STILL had high power bills all winter! We contacted Lumio and found our system was about 1/2 the size it needed to be to achieve our promised goals of having enough credits accumulated not to have a bill during the winter. We asked what they were going to do to rectify the situation. They said they were not going to do anything as the system was operating at the capacity that we had signed for on the contract, even tho their salesman had promised the system would be large enough to accumulate credits to cover our winter power expense. We are not power usage experts and relied on their salesman to provide accurate numbers! The only offer we received from Lumio is to sell us more panels at a discounted rate! All I want is the system to perform as promised! We paid $66,000 for this system and it does not do what Lumio promised it would do! Add panels for capacity as promised or refund our money and remove the system!

  Business Response

  Date: 07/09/2024

  Hi *****, thanks for reaching out. Our team has reached out to offer additional panels at a discounted rate to increase your production. Upon reviewing your ************ we have found that your system has produced ****** kWh from July 1st, 2023 to June 30th, 2024, which is above the contracted amount of ****** kWh annually. Regarding your concerns, please refer to page 6 of your installation agreement, which explicitly states, "I agree and understand that this agreement, front and reverse, including all Terms and Conditions, and addendums, constitutes the entire understanding between the parties, and that there are no verbal understandings changing or modifying any of the terms of this Agreement."

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21926637
  
  I am rejecting this response because:
  This is the same response I got when I contacted Lumio directly. They are hiding behind a clause buried in the contract to not stand by their salesmans and tech department promises. We were sold a system that was to build enough power credits in the summer months to offset our power bills during the winter. The system is barely big enough to cover our power needs during the summer months! We are not solar power or electrical power experts as Lumio claims to be. We provided all the information the salesman asked for. He then shared it with the tech department at Lumio and they came up with a system size to accomplish our goal of building enough credits to cover our high power bills during the winter. Again, neither myself or my wife have ever worked for or been affiliated with any entity that would have made us familiar with energy requirements. Lumio flat out lied to us about the capacity of the solar system to produce enough energy to accomplish the stated goals! Now we are stuck with a very expensive system that we are making payments on PLUS having to pay our high power bills during the winter! This basically doubles the cost of electricity during the winter months! The offer of installing additional panels at a discounted rate is unacceptable. Why would I spend even more money with a company that has already proven to be dishonest? The acceptable course of action would be to bring our current system up to the capacity that was promised in the first place! Or refund our investment in the system and remove it. Or possibly a third alternative would be to refund half our investment and leave the current system in place. Lumio is known nationwide for its deceptive business practices to the consumer! To the extent that there is a ******** page dedicated directly to Lumio and peoples complaints about the misrepresentation of their products, most of which are exactly what they did to us! 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/25/2024

  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.

  On .3/20/24 I paid Lumio ***** in advance to remove and replace my solar panels for a reroof. They have not removed my panels as of .6/25/24 with no date to do so as of this day. Every month that they don't remove the panels is costing me in insurance as I can't get a lower insurance quote until I get a new roof. When I bought the panels from AKE knowing I would have to replace the roof within 5 years, I was told that they give a one time remove and replace free of charge. Since Lumio has taken over AKE they will not hold to that agreement. The real problem is that they have had my money for 3 months and have made no progress on my project. I need some one to put the fear of the law in them to get this moving forward. Thank you

  Business Response

  Date: 06/28/2024

  Hi *******, our team has reached out to inform you that we are currently in the process of scheduling your removal and we anticipate that it will be completed during the week of the 8th. We'll communicate any updated to you directly. 

• Initial Complaint

  Date:06/24/2024

  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.

  We have not received the $1200.00 signing incentive, that Lumio claims they have approved by their accounting office. Lumio has not finished the repair work to the siding on the outside of our home. We have called several times about both of these issues. They assure us that both the accounting department and the home repair team have been notified.We have also sent an email to ****************************************** With No response We initially signed with Lumio in July 2023

  Business Response

  Date: 06/28/2024

  Hi ***, our team has been in contact with you regarding your complaint. We are working on getting your reimbursement sent out. In the meantime, we are having a difficult time getting our contractor in the area to respond and as such are working to find a new contractor for repairs. If you have a contract you would like to ouse, please have them send us a quote for review and then we can determine next steps forward. Please continue working with our team until this is fully resolved.