Complaints

• Initial Complaint

  08/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello, On April 10th, 2022, one of Lumios sales agents, ***************************, came to our house to sell their solar panels. He presented to us the financial benefits of having solar panels and told us that Lumio was going to take care of the whole process of installation and explained that our electricity company, ******************* Cooperative (***), was going to buy our extra electricity and instead give us credits for when we're not producing enough energy from these panels (fall and winter seasons). Now, the major complaint we have is the misleading information we were given regarding the Buyback Program. Initially, we were told by *************************** that as part of the process, *** was going to buy our extra electricity generated by the solar panels and he NEVER mentioned about any third party company for the Buyback Program. Its been over 3 months that we have had the solar panels and we're still getting bills from the *** for over $100 every month (which is quite contrary to what we were told by ***************************), in addition to the monthly cost of the solar panels. We decided to call Lumio to inquire about this issue and they replied that we haven't been registered with a Buyback program which would require them to do a credit check on us again (which interestingly enough *************************** had ran a credit check on the very day we signed the contract). The representative gave us a list of the Buyback Program companies, and after doing our research NONE of them offer any service in our area, ****. Based on the Lumio representative, now we are on our own to sort out this problem.Clearly, we were given false and misleading information by Lumio salesperson just to convince us to buy their product. Now, we are stuck with these solar panels which basically are doing nothing for our home. What is happening now is that we are paying for solar panels that are not taking care of our electricity bills. This whole process is looking more like a big SCAM than a genuine service.

  Business response

  08/22/2022

  Hi ******, our customer care team reached out to help resolve your concerns. An account manager is working to find a buyback program in your service area. We appreciate your patience as they work to get this done. Please continue working with them to resolve the issue. 
  
  

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased solar panels from ************************* of Lumio with the promise that:1) I would receive a standby generator (of my choice) for $5.00 more per month added to the solar panel loan.2) He oversized the installation with the promise that I would be able to sell back the excess power to the energy provider AND I would be able to calculate the amount of the check I would receive. 3) He told me that I would no longer receive a bill from the electric company.4) He would take care of all the conversions, permits, etc to make this happen.None of this came to pass and my power was shut off. They also own me disconnect charges and change fees. I have been working with ******* and *********************** both are ignoring my requests.

  Business response

  08/29/2022

  Hi *****, our customer care team has attempted to contact you to resolve your concerns. A consumption meter will be added at no additional cost; they also have information on options for buyback programs and your request for $5 per month on generators. They have been unable to get a hold of youplease give them a call back or email *************************************** and someone will be able to assist you. 
  
  

  Customer response

  09/05/2022

   
  Complaint: 17708944
  
  I am rejecting this response because:

  The response from Lumio is unacceptable and inaccurate.

  1) Multiple Lumio folks have both my phone number and email. They have have used both in the past.  No one has contacted me on the resolution of this issues. I have been trying to resolve this through them and they are not responding.  This is the second time they said they have tried to contact me and have not.  The smart phone and computer would have captured such attempts which did not happen.

  2) The gen set in not yet installed.

  3) The consumption meter has not yet been installed and at last communication with them I was told no.

  4) At the time of purchase, I was told Lumio would take care of the service provider switch over and set me up with a provider that would PAY me for my excess power generation.  The sales person OVERSIZED the system specifically for this purpose.  The system was purchased KNOWING that I would have about $50-$60 per month excess energy to put toward that purchase.  I am prepared to litigate this matter.

  5) I was told verbally and in writing, I would no longer receive any electric bills.  I expect to be paid for power generation ALREADY contributed to the grid since installation in April.  I have the numbers.

  No one has contacted me.  They have both my phone number and my email.  

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

  Business response

  09/09/2022

  Hi *****, our team has information available to help you resolve your concerns. They have left multiple voicemails and sent an email for you at the number and email address you provided on the contract. Unfortunately, we are unable to continue to assist you if we are unable to get in touch with you. If there is a better method of communication please let us know, otherwise, please give them a call back or email *************************************** and someone will be able to assist you

  Customer response

  09/12/2022

   

  Complaint: 17708944
  
  I am rejecting this response because:
  

   

  I am working with these people.  I have been working with them since March.  Nothing has been resolved.  They have proven to have no credibility. 

  
  They have claimed to have resolved this issue at least three times and this is not the case.  They did not contact me multiple times.  One voicemail was left and that during a time they knew I (because I informed them of my schedule) I would not be available.  
  1) I have text the sales person (*************************) dozens of times to get this resolved.  He is ignoring my texts.  He said I would not receive any more electric bills.  I continue to receive electric bills.
  No Gen set, no consumption meter.
  2) I contacted the project manager (***********************) he called me a liar.  We learned that Gen set could be done while the finance company was on the phone.  He would not supply the consumption meter.  He has made no moves to have the Genset installed. He told Lumio this was resolved. It is not.
  3) I contacted a second salesperson who verified that "******* was supposed to take care of all of that". (Gen set, consumption meter, solar buy back, etc.)
  4) I have also text a gentleman by the name of ****** (Jul 20th).  He did not get back to me.
  5) Lumio contacted me to say this was resolved. I informed it is not.
  6) I contacted BBB to resolve this issue.  BBB was told Lumio resolved this it did not.
  7) Lumio called again this morning (9/12) to say this issues would be addressed (after more that 4 attempts) 
  
  
  Please understand Lumio has no credibility on this matter and I am dubious it will be solved to my satisfaction per the promises made at the time of sale.
  
  Sincerely,
  
  *********************
  
  

  Business response

  09/16/2022

  *****, it seems that there is a miscommunication somewhere. Our customer care team has sent an email to you with various time slots so we can connect with you to address your concerns. Unfortunately, they havent heard back. Please select a time slot that works with your schedule so we can continue working with you to fully resolve your concerns. 
  
  

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A sales representative from Lumio came out and talked to us about solar. We made the decision to switch to solar and signed a contract for the install. During the sales pitch, we were told they would help with everything regarding transitioning to a new energy provider. We were also told someone would be out to help us ensure an app measuring usage was on our phone so we could see it working. After the install, I called Lumio to switch providers and was told they were only contracted with Reliant but Reliant doesnt service our area. This was completely false as I was able to sign up with Reliant myself. I have not seen anyone about the app for our phone and when I called I was told someone is working on it. I asked to speak with a manager about the situation and have received no communication. The sales guy completely mislead us in what kind of support Lumio was going to be offering and after agreeing to spend $50,000 for the solar install, Its almost as if we no longer exist. Promises made but never kept is not the way a company should be conducting business. Their sales pitch is completely false.

  Business response

  08/16/2022

  Hi ******, our customer care team reached out to address your concerns. Your system is turned on and has been on a buyback program since August 15. The link to the app was sent to your email and will give you access to monitor your solar systems power production. It shows that your system is currently fully operationalplease reach out to our customer care team if this is not the case.
  
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 21, 2022 we signed a contract with Lumio to go solar. We did the loan process and everything. Here we are August 8, 2022 and still have yet to have our solar installed. We were told by our sales team and their regional manager 34 panels, a generac, all new breakers and breaker boxes, and a 1k incentive bonus all within 30 days. Here we are August 8th and only have 15 panels, none of the electrical complete, no generac, and 19 panels short. *** solar hasn't even been turned on! *** electric company has everything done on their end and they are just waiting for Lumio to get it done! We call, no answer or call back. There is no 24hr customer care number (just mon-fri business hours)and they have yet to complete the project before first loan payment is made. They were supposed to be here today August 8th to shut off all power for 8 to 10 hours and have not shown up. No one bothered to call us. I had to call and find out what was going on. And just as I suspected ANOTHER excuse! Saying there was no generac(generator) available in warehouse. This has happened every time we inquire why the job isn't finished. They scheduled for August 17th to finish installing the full amount of panels as they had already scheduled a month ago but never showed and yet had another excuse. All of these things, which we were promised IN OUR CONTRACT by LUMIO have not been done. They have repeatedly dodged phone calls , don't communicate or call back, nor do they even bother to email back within a timely manner. When we call the 800 number they tell us to get with our Reps. *** Reps tell us to call the 800 number. It's just a unprofessional runaround. We are not yet to date out any money other than the cost of a hotel for today to stay because they said they'd be here to do everything and we wouldn't have power. Hotel with 3 dogs and 2 kids is non refundable. I have no idea when they will actually come to finish the job but our first payment is set to come out of our account soon.

  Business response

  08/12/2022

  Hi ******, our customer care team reached out to help resolve your concern. We appreciate your patience as we work to get your system ready for installation. Reimbursement for your hotel stay has been issued and an account manager will reach out to you shortly with the timeline for installation. Please continue working with them to have your system fully operational.
  
  

  Customer response

  08/13/2022

   
  Complaint: 17686382
  
  I am rejecting this response because:
  
  I did hear from LUMIO regarding my complaint. However, after speaking with 2 different people regarding this I was given the run around about why they can or cannot proceed with installing the rest of MPU and the other 19 panels owed. I was willing to give them a chance again but then a 3rd person from Lumio had called me yesterday 8/12/22 to confirm the 17th of August date to do the mpu and power shut off with ***** and when the ***** (Our power company) came on the line, I and the Lumio representative were told the application was rejected due to LUMIO leaving things out that are required. So, needless to say , our appointment was once again canceled, our generator is now supposedly on back order but they aren't sure of that either (she said she'd have to look into it), and they can't figure out why our salesman told us 34 panels not only 15 would be installed under this one loan from Good Leap when Good Leap has told my wife and myself that the ENTIRE project is paid for under this loan. Our project has yet to be completed and the runaround is a constant with promises of appointments and communication that NEVER happens. What I want from this is for our entire project (all 34 panels, all mpu and breakers boxes, and generator) to be completed by the end of August or they need to come get the little they installed on my brand new roof off, cancel contract with them, reverse Good Leap loan back to Lumio,and repair any damages to my new roof that they have made. I have been more than patient but this is by far the worst company to work with full of lies (such as a buy back program thru GVEC which doesn'texist in my area but the regional manager swears it does)zero communication, and sales reps that have zero idea what they're doing and don't care if they are just making stuff up as they go just to get a sale. We have wanted to go solar for years and thought we had finally found the right people with the highest-rated products in solar but unfortunately their representatives are not near as great as their product. Nor is it worth the headache. Sincerely,
  
  *************************

• Initial Complaint

  08/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  7/27/22: I was approached by a rep from Lumio & after she answered a few questions I agreed to a meeting w/ a sales person. I met w/ the sales rep & loved what they were telling me. He took the time to answer all of my questions & go through the contract with me as well. I was excited about getting solar! We discussed the next ********* would be expecting an email to set the appointment for a tech to come by to survey the home. I let him know my schedule was tight & there would be no access to some parts of the home because of construction.8/1/22: I receive an email in the AM with a 6-hr window for the tech to arrive & to respond to the email or call if there are issues w/ this. I responded & with my specific schedule but did not receive a response. I decided to call before the end of the business day to make sure this information had been received. It had not & I had to wait for the rep to contact my salesman so he could contact me. He changed the *************** received an email confirming this but not noting the limited access 8/2/22: A tech showed up around 9am, after my appointment had been set for 8/3/22 at 6pm. I was not home, I could not respond. I decide after this much miscommunication I wanted to cancel my contract. I called & the rep assisted me w/ where to find the info to cancel my contract. I do as she says & cancel my contract via ************** I received an email confirmation the cancelled contract at 9:42am, 8/2/22.8/3/22: The same tech shows up at my home again around 10am & speaks with my bf who tells him the appointment was changed & to contact his people. He continues to ask more questions that my bf can't answer & tells the tech to reach out directly. At 6:30pm the tech shows up again & I'm not home. My security camera goes off soon after & I see the tech with his ladder on the ************ parked in my driveway. He did NOT have permission to be on my property, much less to set up to climb on my roof. I contacted my rep immediately.

  Business response

  08/10/2022

  Hi there, thanks for bringing this to our attention so we can get to the bottom of this. Our goal is to provide the best experience for homeowners and we appreciate the feedback from people like you. Please email *************************************** if you have any additional details that *** help us as we continue looking into this.
  
  

  Customer response

  08/12/2022

   
  Complaint: 17674660
  
  I am rejecting this response because: This is the same response I have received in the past and there was no acceptable resolution. I am STILL getting emails from Mosaic, the lender partnered with Lumio. This means Lumio has failed to contact all parties involved to inform them I have cancelled my contract. This is a huge overlook from Lumio & extremely disappointing. They need to respond with acknowledgement & recognition of the issue with a solution as well. They need to also contact ****** to communicate my contract has been cancelled. How can they be considered a BBB business with this extreme lack of attention to detail & custome service.
  

  
  
  Sincerely,
  
  *** A

  Business response

  08/22/2022

  Hi ***, our customer care team has made attempts to contact you informing you that we have notified Mosaic of your cancellation. Please reach back out to them if you have any further questions or concerns.
  
  
  

  Customer response

  08/25/2022

   
  Complaint: 17674660
  
  I am rejecting this response because:

  My original complaint has to do with Lumio's terrible customer service, their agent climbing onto my room & parking in my driveway without having permission to be on my property. The same agent also came to my home multiple times outside of the appointment time. Please do your research & follow my long chain of events that can be followed via email & all of my phone calls that I was told, would be noted.
  

  
  
  Sincerely,
  
  *** A

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lumio showed up at our door late at night. They talked us into getting approved, then the following day we decided we probably shouldnt get right into something and asked to cancel. They told us they would be coming by to officially get everything cancelled but its been backdated in the system stating it was cancelled. They have NO SHOWED twice to come by and cancel. Well they also lied about it being cancelled in the system because the survey guy just came by. WE DO NOT WANT TO WORK WITH THIS COMPANY AND WITHIN 24 HOURS had asked for it to be cancelled. They will NOT show up to get it cancelled but yet had no issues coming by asap to get it signed up.

  Business response

  08/03/2022

  Hi *****, your contract has been canceled and our customer care team left a voicemail notifying you of this change. Please let us know if there is anything else we can do for you.
  

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 17th, 2022, we got solar panels from Lumio. Its now August, and our panels still have not been activated. On top of this, we found out approximately 2 weeks ago that the solar panels were hot wired into our houses wiring, and when we turn off our main breaker, the power from the panels is still live. This led to two technicians almost electrocuting themselves, and put our house at risk of catching on fire. They had no way to turn off the power and stop the sparking when they accidentally poked into a wire, and this exposed the issue of the panels being hot wired into our system. As of now, the power is grounded outside the house, but if anything shorts it inside again, we have no way to turn it off. They also discovered that our main panel has not been upgraded, but we were told months ago that it was. Lumio has known about this for almost 2 weeks, but claimed that they couldnt come to our property until the 4th of August to fix it. This puts my entire family at risk because we have no way to remove the power if anything with the panels goes wrong. Along with this, Lumio has sent an apprentice to our house on two separate occasions to do work alone, which is illegal. The last time they did, the city inspector noticed and made him leave. This has led to us no longer trusting in the techs that Lumio is sending to our property. Finally, we were told by Lumio when they installed our panels to swap our power plan over to a buy back plan ASAP, so that we wouldnt lose any extra power we produced. We swapped our plan, and now that we havent been activated, our power **** has skyrocketed to $450/month because this plan is much more expensive. I called Lumio last Thursday and brought all of this to their attention and asked for compensation for our ridiculous power ****, because if they had finished the install, we wouldnt be paying for power at all. They scheduled a call for 4pm, but I still havent received a call after 4 days.

  Business response

  08/10/2022

  Hi *******, our customer care team reached out to you to address your concerns. We appreciate your patience as we work to have these issues resolved.  Reimbursement for your power **** has been issued and we have scheduled your main panel upgrade for August 25. Please continue working with our customer care team to have your system fully operational. 
  
  

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received door-to-door solicitation from DECA/Lumio in February 2022. They offered us an addition of 12 solar panels to our existing set of panels previously approved by Odessa inspectors. The panels were installed on 2/28. We were not scheduled for a city inspection until 4/28. The inspection failed and required installation corrections. Lumio presented to make corrections on 5/28/22. The inspection failed a second time on 6/30/22. Another Technician arrived for a correction on 7/20/22. The inspection failed for a third time on 7/26/22. The Lumio rep and city inspector noted that it appeared that none of the required changes were ever made. During the time frame from February through July, we have contacted customer care repeatedly and they have provided gift cards for the number of payments being made without service due to failed inspections upon request. However, they have also made numerous excuses and been condescending in not taking accountability or resolving the issues. They have at times blamed us the customer and even the city inspectors. We have had technicians come without plans or knowledge of what repairs and corrections need to be made. The only thing noticeable was swapping out a few wires on the boxes which did not resolve the issues. They have at time even asked us what needed to be done when the information should have been relayed from the inspector to the Lumio rep to the office for scheduling corrections to the technician attempting to make corrections. We were even told today the supervisor in charge of scheduling the technicians was demoted today. We are reaching out to first hold Lumio accountable and second to ensure that they send a technician with the knowledge, information, and supplies needed to make the corrections and update the electrical line diagram to correctly reflect our original and added panel setup configuration in order for these panels to pass with the city and be cut on so they can actually be used.

  Business response

  08/04/2022

  Hi Zatricia, thanks for your patience as we worked to resolve your concerns. Now that all corrections have been completed, we are working to get the inspection rescheduled. Please continue working with our customer care team to have any other issues resolved.

  Customer response

  08/04/2022

   
  Complaint: 17626164
  
  I am rejecting this response because: Hello, thank you for your response and working to schedule a re-inspection. Since this was the third attempt at corrections and will be the fourth inspection, i would like the case to remain open until the panels pass the city inspection and are able to be activated.
  
  Sincerely,
  
  Zatricia *****

  Business response

  08/11/2022

  Hi Zatricia, we appreciate your concern in keeping this open until everything is resolved, however, we are required to respond within a certain number of days. Were currently waiting on getting the new design approved, then inspection will be rescheduled. A direct line of communication to our customer care team has been provided for you as any remaining concerns are resolved. 
  
  

• Initial Complaint

  07/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On June 27, 2022, a Lumio Solar salesperson (*********************************) rang our doorbell. When I answered, he said our house was so beautiful that Lumio wanted to use it as a model home in our neighborhood for solar power and wanted to install an entire solar system, free of charge. I was incredulous, and restated my understanding of what he was saying, which he confirmed. I previously had no desire or intention to install solar panels, but agreed to consider it if the system would be free of charge. He then scheduled a follow-up meeting for July 2, and in the interim corresponded by email and asked for various pieces of information relating to our electric bills, etc.At the appointed day and time, he showed up with another representative, *****************************, who was clearly his supervisor. They wasted more than 2 hours of my time before I learned that the system was not in fact going to be free and that I would pay full price if I decided to purchase. Upset about this false advertising and lying, I wrote to ********************** afterward and complained. He replied, assuring me that false advertising was not the company norm, and that he had spoken to **********************, who said he had picked up sales pitch from a ******* "guru". ********************** said he would require ********************** to retrain in the company sales pitch.

  Business response

  07/21/2022

  Hi *******, thank you so much for letting us know. Lumio takes this feedback seriously and uses it to improve the customer experience for homeowners in the future. We have notified the correct sales team and a mandatory training has been scheduled this week. We appreciate you taking the time to leave this feedback.

  Customer response

  07/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Additional training is a rather paltry response, doesn't hold the salespeople accountable, and isn't really commensurate with the egregious behavior of lying to customers. But the company apparently feels it is appropriate and commensurate, and so be it.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i had Solar system installed on April 19 2022. The system didn't start working until July 1, 2022 and it failede on July 12, 2022. The system cost 28,000. I have contacted the company several times to get the installation finalized and the system configured so that it would work. I finally had had enough and asked to have the system removed. I didn't hear back from the company but they did finally send out a technician to get the system configured early July and it stated to work but after less than 2 week it failed. I have to contact the company 3 times today July 14 to get a response saying that they would put in a work order. I have to actually convince the company representative that the system wasn't working. He promised to look into it and call me in an hour and a half. He never did call back. I have to call them and convince another that the system wasn't working and he finally put in a work order. The representative's name was David Thacher. I have on numerous occasions asked to talk to a manager or supervisor and have never been put through to anyone other than the people who answer the phones. I want the system removed and the amount paid refunded.

  Business response

  07/20/2022

  Hi ***, thanks for patience as our customer care team worked to resolve your concerns. Your system is now operational and a reimbursement will be sent once we receive a copy of your solar bill from you. Please let us know if there is anything else we can do for you.

*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. ↩