Complaints

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today 13 Jul 2022 I have a Lucio salesman come to my door. He told me that I had to be checked of a list. In order to but check of this list I had to list to this spill about my new meter and solar. I told him I did not want to hear it the spill he said that they just keep sending people to my door until I listen to it. So because I won't listen to they are going to start harassing me. What kind of company going around saying and doing these thing at my home.

  Business response

  07/18/2022

  Hi *****, thanks for letting us know about your experience. Feedback from homeowners like you is the best way we can improve. We will be looking into this further to provide additional training to the representative and his team but would appreciate any additional information you may have to identify him. If you have any further details that could help us, including the location, please email customercare@lumio.com.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In April of this year we entered into a contract with lumio solar here in east *****. we were told during our meeting with the lumio associates that if we went with them, we would never have an electric **** and that they would personally help us find an electric provider that would pay us for our unused/excess solar produced, and we explained that we had read that most companies only offer credits for your excess solar and we did not want to do that, we felt that since we have to pay cash that we wanted to be paid in cash as well. the associate said they fully understood and agreed that would be a viable option and they would help us find the right company to go with. This never happened, and to date we have found no company that pays cash for our solar, only give power credits. we were also told that Lumio had a special program for disabled veterans and that within a week or so of signing the contract, Lumio **** send us a bonus check for $1000 for agreeing to go solar, and do date this hasnt happened. the system was install in april but never passed city final inspection because of not completing work the permit required them to do. I have spoken with the only associate from Lumio who will still respond and have gotten false truths and the run around about finishing our job. In May i spoke to the associate from Lumio and explained that we wanted out of the contract because nothing they told us has turned out to be true. the Lumio associate had told me on numerous occasions that their crews were coming to fix the issues, but nothing. Finally I was told that the ones that signed the permit to do our job was not authorized to do so and now no longer works for the company but that the company was still looking into how this can be fixed. I again told them that we wanted out of the contract and did not want to pay for a system we could not use. i was told that the information was relayed up the chain and that it will be a long process to remove the contract.

  Business response

  07/27/2022

  Hi *******, our customer care team has reached out to inform you that your contract will be canceled and your panels will be removed from your roof. We appreciate your patience and effort throughout this process. Please continue working with them to have the panels removed.

  Customer response

  07/28/2022

   
  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. The company has reached out to me and stated the contract will be canceled, the panels will be removed from ******* and that they will repair *******.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The sale rep obtained information on false pretense to my mother for a loan application. The rep informed her they would need referrals and asked for the information needed for those referrals. The loan she applied for was fraudulently ran with my information as a co-applicant which she or I never gave permission for. The rep never indicated to her he was putting me as a co-applicant nor did he indicate to her she needed one. I never filled out a loan application or signed a loan application, signed the loan documents nor gave any permission for my information to be used as part as the loan process. The sales rep lied to my mother about needing my information for a reference. He lied to the finance company indicating he spoke to my by phone and received my permission to run as co-applicant, my mother signed her loan documents that did not contain my name, those documents were never emailed to me to sign, so that indicates that the company forged my name on loan documents. The finance company processed the loan only on the forged documents and without consulting me. There is now an $80,000 debt against my credit that I had no knowledge of since I have never spoken to anyone for Lumio. The sales rep has lied to everyone involved in this situation and never contacted me about the loan or how he was going to be using my information.

  Business response

  07/01/2022

  Hi *******, our customer care team reached out in regards to this. Please reach out to them or your financing company with any questions.

  Business response

  07/07/2022

  Hi *******, your finance company closed this case a few weeks ago after a thorough investigation. You willingly provided the information to the sales representative needed to cosign on the loan, and the signature was traced back to the IP address from your cell phone. Unfortunately, Lumio is the installer not the financing company so we are unable to make changes to the loan. Please reach out to your financing company with any questions. 

  Customer response

  07/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: I did not provide information to the sales rep. I actually never spoke to the sales rep and the information was NEVER sent to my cell phone! Recheck your records. All documents were sent to an email address that did not belong to me. My signature was forged on all documents! 
  
  Sincerely,
  ******* *******
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This problem started back in February 2022. Panels were installed, then after that we had to do all the work. Our project manager Jesu V********* was not returning our calls or our text to get answers on why our panels were not being turned on. But magically when we got close to the first date of a payment needing to be made, did stuff finally get turned on and we thought we were good to go. Well then two weeks ago 4 months after the panels have been installed 2 months think that we were collecting energy, we received another call from Lumio. We were told that they need to switch out our electric box because the wattage was to weak to get the full potential from the solar panels. Why wasn't this done back in February when the panels were first put up? Why did it take 4 months later? They had to cut off all electricity to our home for 8+ hours, on a day that was 100+ degrees outside and I have two small children. After the electric box was replaced and approved by my city inspector, we were told someone would be out to turn the panels on. We were again PTO and they would schedule someone again waiting. It just so happened that Saturday another sales rep from Lumio rang my doorbell and was trying to sell me panels. As he proceed to talk I told him that I am already a customer, a dissatisfied customer. I proceed to tell him what was going on and he got on the phone with his boss. The sales rep and myself turned on my panels. What happened to needing an inspector? Oh, and did I mention this is the 2nd time I supposedly needed a inspector to turn my panels on. So here I am not only paying 3 months worth of payments on panels and an electricity bill as well. I was lead to believe the job was done. Some kind of additional compensation besides the gift card I signed up for and yet to receive, as well I was also promised a reimbursement check I have yet to receive too is needed. My 2nd complaint as my original complaint was closed as I thought the issues were fixed.

  Business response

  06/28/2022

  Hi *******, our customer care team has reached out and left a voicemail. We’re glad to see your system is up and running, however, if anything changes or you have any additional questions or concerns, please reach out to our customer care team member that has been assisting you.

  Customer response

  07/18/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  leaving this case open until all utilities are received from company and submitted, and payment received.
  Sincerely,
  
  ******* ********

  Business response

  07/22/2022

  Hi *******, we show that you have redeemed the funds. If there is anything else we can help you with, please don't hesitate to reach out.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In January I contracted with **********, now known as Lumio Solar, to have Solar Panels installed on my house. It has been one headache after another. they installed the panels in February but that is all they have done. The company gives false, misleading information about how much money the Solar Panels will save the customer. They do not stick to any of their schedules. When a person tries to call customer service to seek help or file a complaint Supervisors will not support their staff. The only thing the company did half-way right so far was install the panels almost as soon as they said the would. I will not list all of the issues; just the one I want resolved right now that they will not take care of. My Solar Panel need to pass city inspection before they can be connected to the power grid. The city sent an inspector out one day when no one was home. Lumio was supposed to contact me to let me know someone was coming, neither the city nor Lumio let me know someone was on the way. That was a month ago, about the 26th or 27th of April. In order for the city to send another inspector Lumio has to request and pay for the inpecion which they are refusing to do. This is costing me a lot of money and even more stress and aggravation. I want the company to do what they are supposed to do and I want to warn other people not to contract with Lumio Solar for solar needs.

  Business response

  06/13/2022

  Hi ******, we were able to contact the city and work out the details on the inspection for you. As you may recall, **** had called you originally to schedule the inspection and coordinated via text, but you werent able to hear the inspector at the door when he came. After working with the city we were able to get the inspection rescheduled and completed. Thank you for your patience. We are looking forward to continuing to work with you in the future.

  Customer response

  06/14/2022

   
  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. I heard from them the  day after I filed the complaint and forgot to send you an email. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We worked with Lumio to help us install our solar. After a very unprofessional consult, we were rushed to install so that we could get the system up and running. Then it was silence. We started asking our contact, ******* *********, what was going on and she continued to tell us that our citys inspection department was causing delays. Our system was installed in February and she assured us that we would not be billed until it was turned on. We received our first **** in April to which she assured us we would be refunded for. We have now received our second **** and still have seen no refund. She repeatedly lied about the status of our project. I finally called our *************** who had no record of a permit ever being filed or an inspector ever being contacted. She has been unable to give us any direct contacts at the solar company and will only provide the generic customer service line. When we asked to speak with her manager, she told us that she didnt have one and there was no one else we could speak with. We continue to be left in the dark with zero answers, zero contacts, and paying for a system that has yet to be turned on.

  Business response

  05/31/2022

  Hi ******, were sorry to hear about your situation. After looking into it, we discovered you are currently a customer of Core ********************** Group, not Lumio. Please reach out to them and they can assist you further. Thanks!

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed an agreement to get solar from Lift / Lumio in January. On February 2 ,2022 the panels were installed on my roof. On February 25th the final inspection was scheduled and failed due to damaged roof beams. For over a month I did not get answers as to when my roof was going to be fixed. Work was done to fix my roof in April. Then the second final inspection failed as well. Today is May 5th, and I do not know when another final inspection will be scheduled, why inspection failed again and when and if the issue will be rectified. I am on the phone with a lift representative as I write this, and the Lift representative herself has informed me that the final inspection manager / operations manager Chad Irish does not yet have all the information as to why the account failed. Additionally, the initial correction issue was not even fixed by the roofers sent by Lift / Lumio energy, the issue was corrected at my cost by my own contractor. Lift did send a team to fix it, but they could not figure it out.

  Business response

  05/19/2022

  Hi ****, thanks for reaching out. After removing your panels, passing the flashing inspection, and reinstalling your panels, we scheduled your final inspection. However, pre-existing issues to your roof prior to solar and the city needing your property’s full history are causing the inspection to fail. We are happy to contract another company to do the roof work needed, but are unable to pay for it due to it being pre-existing. At this point, we are unable to move your account forward without your authorization on these two items. Please continue working with our customer care team so we can quickly find resolution. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had our installation completed the second week of February. Both our project manager and the installer told us that someone would be out to inspect and turn our solar panels on. After that we have not heard from anyone. On March 23rd 2022 I called customer care to see what was the delay about having someone come out. I was informed that I was PTO March 10th 2022, but they could not give me a day or in fact any kind of time frame that someone would be in our area. As of today April 25th 2022, I call customer service yet again because we have still not heard from any technician, our project manager, or any representative as to any kind of update. They are expecting payment of panels that we are not using on top of my normal electricity ****. This is unacceptable, and terrible customer service, as well as a breach in the contract.

  Business response

  05/05/2022

  Hi *******, thanks for reaching out. We have sent out a check for your promo and are waiting on a tracking number for your Nest thermostat. We have also connected your panels to your app, though it may take time for your app to reflect all the data from your system. Please reach out to our customer care team with any other questions! 

• Initial Complaint

  04/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ive been waiting for a call from management since this company was called Deca. Solar panels were put on my house in December 2021, but the work to finish the instal still isnt completed. Weve had many visits from technicians, some of which were erased by the ************** office after unsuccessful trips where I was very upset. Im tired of having my issues swept under the rug, postponed and ignored. I am now seeking some form of reparations or the removal and refunding of the panels as I am past the point of an apology being enough.

  Business response

  04/22/2022

  Hi *****, thanks for reaching out. Thanks for staying in touch with our customer care team as we scheduled the installation of a PV Meter Socket for GVEC Electric Cooperative to set the meter. We have also sent out a check to cover your payments from February through April due to the delay, and will cover *** if the power company has not turned your meter on by then. Please let us know if there is anything else we can help you with in the meantime.

  Customer response

  04/22/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Lumio began installing solar panels on my residence in October of 2021. Five months later I still do not have a completed system. They have failed to follow the required guidelines set forth by the department of building and safety as well as the power company. I have been calling and reaching out for months without an accurate response from Lumio. Now they have completely stopped communicating with me.

  Business response

  04/22/2022

  Hi Sloane, thanks for reaching out. Weve scheduled the second inspection for April 23 and we are confident all issues were resolved. Please use the direct line you were given if you have any more questions or concerns.

  Customer response

  04/23/2022

   
  Complaint: 17019720
  
  I am rejecting this response because:

  You have failed inspection again, you have not followed the specific protocol required to pass inspection, and your employees continue to fail to call me back, to provide proper paperwork to inspectors. This has been a terrible experience and your actions have been abysmal in response. Terrible customer service, and a complete failure in terms of getting our system operational. The solar panels were installed in October of 2021, its the end of April 2022 and they still are not approved.
  
  Sincerely,
  
  *************************

  Business response

  05/02/2022

  Hi Sloane, there was confusion about why your system was scheduled for another inspection because it had previously passed (but your city lost the paperwork), resulting in your inspection on April 22 being canceled, not failed. The inspection was passed last Wednesday, April 27. Unfortunately, we have no control over how quickly your system can be turned on after being installed because it is up to your city and utility company to complete inspections and meter changes in a timely manner. Please feel free to contact us at (phone number) for any further details. Were looking forward to helping you get everything approved with the city and power company so you can finally enjoy your system.

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