Complaints

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 9,2022 Energy Consultant for Lumio, *******************, met with my neighbors and I to discuss having their company install solor panels. We both ageed to their program. We were told the total cost of the installation would be $ ******** at $185.00/month until paid off. After we signed on his computer and he printed out the contract in 18months our payments go up to $255.00/month. He also told us that we should expect a credit card with the first 18 months payments on it, so each month we would use that card. I have yet to receive the card. I received a rebate check in the amount of $2220.00, and was told by one of their representatives, AJ, that the check was to be used as I wanted to. Also shows in the paperwork that I was to receive a gift card redemption email for $100.00--never received it either. After the panels were installed, my neighbor went up on my roof and took pictures. One of the panels has a crack in it--I have pictures of it. So with no card for payments, no gift card, and a damaged panel, I called Lumio. I've called almost daily, with no response. I had a representative, **, call me on August 4th, and I have texted her almost daily--she responds, but has done nothing. No communication from this company at all.... Would appreciate your help. Thank you

  Business response

  09/19/2022

  Hi ****, thanks for reaching out and working with our customer care team to reach a resolution. Reimbursement has been issued for the amount that was owed and our team is working to get scheduled service for your system to fix the broken panels. If any other concerns arise, our customer care team at ********************** is here to help.
  
  

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lumio was to install a solar panel system to power my house. I signed an agreement on 3/7/22, including a $600 credit to be paid in the form of a check to cover the first 3 months of payments on the system. I was also told that I would be informed of progress the entire time from install, to configuration, to when we would begin to see savings on our electric bill.System was installed 5/3/22.Approval to energize granted 5/31/22 After no seeing any activity on my energy bill or a payment, I began contacting via email on 6/21/22 to determine any further steps needed by me for payment / system to be turned on. I did not receive a response until 7/15 after 6 follow *** indicating they had changed email servers. I was told I would have a response on status of system by 7/21 and received no response on status. After several attempts contacting my local utility company I was able to resolve the system status (Lumio never fully responded on that front). I continued to follow up regarding repayment. I was told the amount would increase from $600 to $1200 as a show of good faith and signed via docusign on 8/10. After continuing to follow up was told the documents weren't seen on Lumio's end, I signed via docusign again on 8/26. I have continued to follow up with no response on status or timeline. I have been in contact with *********************** and ************************* through this whole process.

  Business response

  09/22/2022

  ****, we regret that you have experienced lack of communication during this process. Our customer care team has reached out to you and a check for the owed issued reimbursement has been issued. Please reach out to them if any other issues arise.
  
  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When purchasing solar panels we were advised that 27 solar panels would support our home. My wife and I wanted extra so we ordered 30 panels. In the process of installing our panels the company used different solar panels then we had originally talked about and agreed upon. They installed 27 due to the change of panels. My wife and I noticed our bill wasn’t being covered by our panels. I went outside and counted and realized they only installed 27. I called the finance company and was informer we were paying for the 30 panels that we ordered. I then called Lumio and told them the wrong number was installed and that I have been paying for more than I was given. I then had to constantly call for 3 weeks to get someone to help me. Each time no one ever called me back as told I would be. Finally talked to a manager and scheduled a date to get my remaining panels installed. They never showed up the day of and I called and was on hold and arguing with them for an hour. Once I was finally fed up with them and told them I wanted to return them and receive my money back did they try to explain the situation that had occurred. At this time they still don’t want to give me what I am paying for. They changed the panels without telling me and gave me less than what our contract agreed upon. If they had informed me it would be different but they changed without my knowledge. I just want the panels that I am currently paying and had agreed upon. I just want the 30 panels that was agreed upon in the contract.

  Business response

  09/15/2022

  ******, we're sorry you're frustrated with the panels on your home. A review of your account shows that upgraded panels were installed to accommodate the load on your home and you were made aware of this on December 17. However; if you have additional questions or concerns, please reach out to customercare@lumio.com and our team can help!
  
  

  Customer response

  09/22/2022

  
  Complaint: ********
  
  I am rejecting this response because: I was never told I would not be receiving the 30 panels I signed the contract for. I agreed to purchase 30 panels. I also received a call that I was approved again to receive the 3 remaining panels and anytime I have contacted the manager again I am not able to get through. If I cannot get the thirty panels that we sign a written contract for then I want them taken off my house and given a full refund. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  09/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Solar Energy system installed by Lumio including new roof. Total cost ~ $84,000 Process started in May, roof completed end of May, solar install mid-June without required safety labeling. Production from system started July 6. Enphase online monitoring of system does not show accurate information. Consumption incorrectly tracks to production, not actual consumption. After repeated promises to fix, multiple scheduled visits that were canceled or no shows, problem persists with no resolution. Lumio setup finance loan paperwork under only one name when both our names should been on the paperwork. This is making dealing with the finance company very difficult. First payment was billed by Service Finance before we had a working system, when contract indicated payment was not due until system operating properly. System does not perform properly in high heat, with production dropping to near zero on days that reach 100 degrees. Lumio also has a habit of visiting our house and claiming to have modified the system without notifying us as they come onto our property. This is totally unacceptable as they should announce themselves before touching anything. We are very dissatisfied with the customer service and completion of the project. We want the metering fixed, and the high temperature performance of the system fixed. Some drop off is expected and acceptable. Near-zero production is unacceptable on a totally sunny day. When this complaint is coupled with our complaint against Service Finance, the finance company on the loan for this system, we are feeling this is a scam.

  Business response

  09/15/2022

  Hi ****, we understand your frustration. Our customer care team has scheduled inspection for your system for September 23, to figure out the reason for this inconsistency you describe. They’ve sent an email to notify you of the inspection and to answer any questions you may have. Please reach out back to them and someone will be able to assist you.
  
  

  Business response

  09/21/2022

  ****, We apologize for the mishap. The scheduled inspection date is contingent on your availability to be there for the inspection. Our customer care team sent an email notifying you of this, please reach out back to them if this date isn’t convenient for you. 
  
  

  Customer response

  09/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Once again Lumio is claiming the problem has been resolved simply through the scheduling of an appointment. Scheduling an appointment solves nothing. In fact, one aspect of our complaint is that Lumio has no showed and cancelled previous appointments. Even if they do show up for this appointment, there is no assurance the problem will be resolved during the appointment. Thus, it is very upsetting that they should be claiming that simply scheduling an appointment resolves our complaint. The performance problems of the solar panels during high temperature (high 90s and 100s, not unexpected here in Spokane) are not resolved by scheduling an appointment. The lack of correlation between the Enphase reporting on our solar panels and the Inland Energy reporting on our solar panels remains unresolved by scheduling an appointment. The fact that the Enphase reporting for production and consumption are equal when our actual energy consumption does NOT track exactly to our system's production remaining unresolved by scheduling an appointment.

  And Lumio's repeated attempts to resolve this problem simply by scheduling an appointment shows their clear lack of any reasonable customer support.

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

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Salesman "***************************" for Lumio, formally *****, sold my family on the idea that solar panels would help lower our electricity bill. To me it is a good idea but he rushed in and installed system without Lea County building permits or ********** state permits. Currently Xcel Energy, *****************************, and State of ********** have red tagged thees solar panels. They currently not operating.I purchased Solar Panels from ***** Services, which is now LUMIO. Electrical services still has not been turned on. I have contacted Lumio each week to check the status but I get excuses on every call. LUMIO - **************. LUMIO's excuse is they are waiting on XCEL Energy and the State of ********** for final inspection.My loan is made through GoodLeep LLC - ************** or ************** for ~$80,000

  Business response

  09/02/2022

  Hi *****, our customer care team reached out to help resolve your concerns. We are working to schedule a Journeyman to come out as per your States Guidelines, so we can schedule your main panel upgrade. We appreciate your patience as we work to get your system fully operational.
  
  
  

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We got our solar panels installed 4 months ago. They STILL have NOT been turned on. We have been paying the company for the panels AND our power bill with no refund from the company. We now have a leak in our roof and contacted the company to get it fixed with no response. I cannot get ahold of the customer service number that is provided. I either want this issue fixed NOW or I want them taken off and the contract cancelled. If the company does not get this taken care of legal action will be taken.

  Business response

  09/02/2022

  Hi ******, our customer care team has been in contact with you and are working to get your system operational. Reimbursement for your loan payment has been issued and our team is working to get your system to PTO. Please continue working with them to get your system fully operational. 
  
  

  Customer response

  09/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We are working on a fix. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A solicitor from Lumio Solar showed up at my door at ************************* in **************, ** on Saturday August 27, 2022 at 1:50 pm. I asked him if he had a permit to solicit from the **************************, which is required under Township ordinance. He admitted to not having a permit. In addition I advised him that the ************************** has an additional ordinance through which they maintain a Do Not Knock registry to further protect its residents from unwanted solicitors. I am registered on this list. Had the solicitor obtained a permit, he would have been background checked and given the list of addresses where soliciting is prohibited. Two separate violations of *********************** ordinance. I explained this very clearly to him, and after leaving he disregarded everything I told him and continued soliciting at my neighbors. I immediately contacted the ********************************, who then had to respond out and deal with him. Report was taken. This is unacceptable at every level!!! Video of encounter was also saved via my Ring doorbell camera system.

  Business response

  09/08/2022

  Hi ******, thanks for bringing this to our attention. We are actively working on weeding out and retraining individuals like this who are not following protocol and appreciate your feedback in helping us. Please send the video and any additional details to *************************************** so we identify the individual. Thanks for all your help! 
  
  

  Customer response

  09/11/2022

   
  Complaint: 17787186
  
  I am rejecting this response because:The business is not even apologizing for having its employees violate 2 separate Township ordinances.  In addition they are not accepting ownership of sending these employees out untrained in the first place. This company is attempting to maximize profits with no regard to proper training or local laws.  This response was essentially a cut and paste response that is sent to anyone who points out their flagrant flaws.  My guess is that they spent zero time even trying to reach out to local businesses reps to see how this could have happened.  Other than lip service, what have you truly done to correct this situation and prevent it from happening again?  You have put in zero effort and time into this matter. You have no accountability for yourselves or this company.  Your vague general response is what you send to everyone so that you keep a dece bbb grade despite running a deplorable busy. This is just one of the reasons you have so many complaints.  Do your job!!!

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

  Business response

  09/16/2022

  ******, we understand your frustration and want to reiterate our commitment to improving the experience for homeowners. Your feedback is critical in helping us combat irresponsible behavior within our organization. We ask for your help in providing additional information so we can make informed decisions about the best course of action. If there are any other questions or concerns that we can assist you with, please let us know.
  
  
  

• Initial Complaint

  08/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a group of three representatives come to my home yesterday (8/24/2022). My wife told them 3 times that we were not interested, despite that, they insisted on talking to me. The reps were nice enough, but I soured on the interaction after I scheduled a consultation for the following day. Here's a list:1) They ignored my wife telling them 3 times we weren't interested. They insisted they speak with "the king of the castle". I don't appreciate the dismissal of my wife's authority.2) The reps were nice, but it came off as ingratiating. They focused quite a bit on things other than what they were selling. They also insisted they weren't selling anything. So not only did they waste my time with talk only meant to butter me up, they lied to me about selling.3) The rep who appeared to be in charge spoke way too fast, the other who rep spoke mumbled. I had to ask for repetitions several times.4) My wife pointed to our no soliciting sign. They insisted they weren't soliciting because they were sent there. I don't recall who sent them to us, but they also claimed "it's a big deal" when they show up. I don't care, it wasn't at my request.5) The rep in charge claimed to either be from my power company or were affiliated with them. I was surprised, but didn't question it at the time. After the interaction, I called my power company and they told me in no uncertain terms that they were not in fact affiliated with Lumio. The reps straight up lied to me - this ultimately led me to cancel the consultation.6) They showed up at my door at 6:00pm, interrupting my dinner.I canceled the consultation via email, letting them know that I knew they lied to me. To the rep's credit, they honored my request not to show up or contact me again.The reps also had my name and DOB. I don't know who furnished that information to you, but I don't think it's appropriate for you to have that info without me explicitly giving it to you.

  Business response

  08/29/2022

  Hi ****, we appreciate you taking the time to provide us with this feedback. Your experience shows that some of our representatives are in need of retraining. Unfortunately there aren't enough details here to identify these individuals, but if you have any additional information that *** be useful in helping us track them down, please email ***************************************. 
  
  

• Initial Complaint

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We began getting house visits from Lumio representatives in April of 2022. We turned them down several times. Later in April, the head salesman made contact about donating to the nonprofit I run. After making contact with him, I thought that this company must be legit. He talked us into solar panels saying, your payment for solar panels will replace your electric bill. ****************! I must be an idiot. Three months later, our solar panels are installed and FINALLY turned on by AEP. We get an overlapping bill from electric company and solar panel loan company. We were told it was just overlap. Low and behold, another two bills come in.The payments for the solar panels absolutely do not replace your electric bill. Our electric company even verified that this statement is a lie. You have to enroll in a buy back program that does not buy back your entire bill. Maybe a portion of it, but absolutely not in this ***** heat when were using more. I cant believe this happened and that I FELL for it!! I thought I was being eco-friendly and wise. It was as absolute mistake that well be paying for for the next 20 years because I believed a 23 year cute, little salesman.

  Business response

  08/29/2022

  Hi ****, thanks for reaching out. Our customer care team has reached out to you in regards to your concerns. Our techs are performing a consumption audit that will help them better understand the issue with your system. Please continue working with them to fully resolve your concerns.
  
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Solar panels were installed in June and to this day 08-17-22 are still not turned on. They ran all permits, inspections, and everything looked great, took pictures of all the panles in May. When there first electrician came out and installed the solar power junction box(june) he looked over all the panels and we talked about reversing the main panel so it could be in the house (didnt want span panel outside)and he said no problem, it can be done. On 08-5-22 the 2nd electrician came out to install the span panel. When he got here he told me the span panel was sent by mail to my address but to this day 08-16-22 the panel still has not been received. He looked over the panels and stated the wiring needed to be all redone and could cost between *****k more and he also said that is on lumio for not accessing properly and that he just got a bunch of complaints similar from other customers. I called lumio and talked to ** there manager and told her that they need to cover the wiring repair cost as i have already paid for everything including the trenching and span panel. She agreed that it's not my fault and they would cover it and she would call on 08-05-22 or that following monday to confirm. Its 08-17-22 and still have not heard from lumio. I'm close to making my third payment and panels are still not on. I've paid $61k and it has been a very unpleasant process and they have breached there contract in there permit process and what was promised. I feel an attorney needs to be involved or a possible class action lawsuit against lumio judging by how many people have trusted this company and spent $20k-$100k in there product and have not gotten what was promised in the contract between lumio and the customer for damages, stresses,anxiety, loss of income caused by lumio.

  Business response

  08/22/2022

  Hi *****, our customer care team wants to connect to resolve your concerns. They tried calling to share information about installing the Solar Physics Analysis Network on your current MSP at no extra cost but havent been able to get ahold of you. Please give them a call back or email *************************************** and someone will be able to assist you. 
  
  

  Customer response

  08/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be resolved once a 3rd party electrician comes in and reviews on what needs to be done and lumio has paid for any repairs needed as agreed on the conversation we had on 08-19-22 at no additional cost to me. 
  

*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. ↩