ComplaintsforLumio

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Two years ago I hired Smart Energy Today to install solar panels on my roof. On 10/04/2024 my roof developed a leak directly under the middle of the solar panel array. There is a ten year warranty on their labor. I contacted the company, now responding as Lumio, to fix the problem. They asked me to fill out a claim form and send pictures. I did so on 10/07/2024. They did not respond. I attempted to contact them. Their phone number in ******* is constantly busy. On 10/15/24, I participated in a group chat with Lumio at ************ and they provided me with a case number (********). My insurance company reached out to them on 10/21/24 and told me to wait for a response from them. As of noon today (10/30) I have had no response from them. I need to get the leak taken care of. It appears that they have no intent of honoring their warranty. Request assistance. Thank you.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are in the same situation as a lot of elderly people who put their trust in a friendly salesman.He asked for a year's worth of our electric bills and told us he would review them to come up with a plan where we could realize real savings. He called back the next day and showed us his figures on how much we were spending a month, how inflation over the next 5 years would increase that amount and, the sales pitch of how the solar panels were going to save us thousands of dollars over the next 25 years. Foolishly, we signed the contract and honestly should have had an attorney go over it but they pressure you to sign quickly while they are in the neighborhood and you will start saving money right away.They lead you to believe that they are actively working with your electric energy provider to design the best system for your needs. Also, we didnt realize that Lumio only acted as the installer and turned the administration and money collection over to another company (Palmetto) who basically disavows any ownership of the problems we are now facing. We are almost $100/month poorer since they turned it on than we were without the system. Laughably, the best we have done so far for any given month is about a $10 credit for customer generated electricity. We called their customer service way back in March to ask why we were getting so little credit and were told that it was not their problem but we should get our electric provider to do better. When I called the electric company, I was told by their solar expert that in order to actually receive the kind of credit promised we would have to generate in excess of another 900kw/month.Of course, to do this means more panels and more charges from Lumio/Palmetto. Lately, we had the occasion to have a contractor up in our attic who discovered that the installers had missed the trusses and put multiple screws through the *** (roofing material) opening up the possibility of leaks and wind damage.

  Business response

  10/15/2024

  Hi ****, thanks for reaching out. Our team has been working with you to address your concerns regarding your roof, contract, and proposal. Please reach out with any further questions. 

  Customer response

  10/16/2024

   
  Complaint: 22392277
  
  I am rejecting this response because:  Lumio installed and designed our solar panels based on what the salesman promised was going to be at least an 83% offset of our electric energy bill (which is why we signed the contact) .NOTE: The actual credits from our energy company are less than 10% so we have 2 bills now instead of one. Lumio  now says they have no further responsibility as the contract is now with another company who is administering the panels operation and collecting our payment for the next 25 years.  They also noted that the panels are (so far) generating an agreed to amount of kilowatts and disavow their own salesman's outline showing the 83% offset saying it is not part of the contract. The company now administering the panels has told us that Lumio is responsible - Lumio says the other company is responsible so we are in a loop with neither company actually doing anything to help.
  
  **** ******

  Business response

  10/21/2024

  Hi ****, please refer to page 2 of your Power Purchase Agreement, ********** purchase agreement (this Agreement or PPA) is the agreement between a Homeowner or ***Homeowner (Homeowner and ***Homeowner and you and your) and ******************* (together with its successors and assigns, ******************* or we, us and our), entered into as of August 23, 2023 (Effective Date) covering the date to you of the power produced by the solar panel system described herein (the System). Because your agreement is with ********, not Lumio, you will need to talk to them about the design they signed off on. 

  Customer response

  10/22/2024

   
  Complaint: 22392277
  
  I am rejecting this response because:  Yes, Palmetto is who we signed the contract with but your salesman designed the system that does not produce what was promised and now you wash your hands of any responsibility because you can not because it is morally and ethically right.  Corporate greed...
  
  Sincerely,
  
  **** ******

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company that originally installed my solar panels has merged with Lumio, therefore all my service needs must now go through Lumio. My inverter went out several months ago, and I already got my replacement through the manufacturer. I was instructed by the manufacturer to reach out to my installer to do the replacement, as only the installer has the access to the app needed to configure the software. I contacted Lumio, and they told me a tech would be assigned and I was to be contacted when this happened. Weeks go by and I don't hear anything. I contact Lumio again and they tell me the same thing, this time I ask if there's any kind of timeline for this, and the *** said he had no idea and it depends on the availability of the techs. Several more weeks go by and I still hear nothing. I call Lumio a third time asking for more information and they aren't able to tell me anything. Months have gone by now and I have zero updates on whether or not its going to be fixed. In the meantime I'm being forced to pay full PGE bills at summer rates during the most expensive time of the year. This is also no doubt going to affect my True-up bill and put me in even more debt than I already am. Lumio needs to address this immediately!

  Business response

  10/15/2024

  Hi *****, thanks for reaching out. Unfortunately we do not have any technician's in the area and are working on onboarding a subcontractor to assist you. We'll work with you directly to get this resolved. 

  Customer response

  10/16/2024

   
  Complaint: 22385104
  
  I am rejecting this response because: The amount of time that's passed is completely unacceptable. Your response acknowledges that zero progress has been made in two months. I've already contacted another company for this work, got a response within 24 hours, and have someone scheduled to be here in less than a week. I no longer require your services.
  
  Sincerely,
  
  ***** ******

  Business response

  10/21/2024

  Hi *****, thank you for letting us know that you have found a different company for your service needs. We are actively working to improve our technician availability in your area. Should you encounter any issues in the future, we are committed to providing more timely support.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my solar panels from a business that was sold to Lumio. I received no notification that this occurred. An inverter malfunctioned and required replacement. The part was guaranteed through ************ This company sent the part by *** to the local Lumio service building on Feb 14. Lumio says it lost the part and the service building is now closed. *********** says it sent the part and now its up to Lumio. Lumio offered to reimburse $72 for each month the panels were out of services. I have not received payment for 17 months for a total of $1224. My system is suppose to be guaranteed for another three years. I have repeatedly called customer services. They say they will reach out to the service department. I have yet to receive a reply.

  Business response

  10/09/2024

  Hi Claudia, thanks for reaching out. Unfortunately, the equipment required for your system is no longer available as the manufacturer has gone out of business. If you would like, we can facilitate a transition to an Enphase system for an estimated cost of $2,500. Should you be interested, we would be happy to provide you with a quote.

  Customer response

  10/10/2024

   
  Complaint: 22370694
  
  I am rejecting this response because:
  Your company admitted to losing the replacement part that was specifically made for my solar panels. This unit is still under a ten year guarantee. I can have the unit repaired locally for $900. I sent you three options that I would accept. 
  Sincerely,
  
  Claudia Angus

  Business response

  10/15/2024

  Hi Claudia, our team has been working with you to ship a replacement part and have provided you the tracking number. Please reach out with any questions in the meantime. 

  Customer response

  10/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22370694, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Claudia Angus

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had lumio solar panels for a couple years now. Needed a roof replacement due **** a hail storm. Filed with insurance to get the replacement started and then contacted the solar company. They told me it could take 30 days just hear from the scheduler and then another 30 days to get them removed only after i had paid in full the cost to remove and resinstall the panels which was $5500. Ended up taking almost 2 months to get my panels taken off, which took the crew less than 2 hours to accomplish. Less than 1 week later my roof was replaced. I showed pictures and sent proof that the roof was completed like they asked for. Now it's been another month and I still have not even heard from the install team, who is not a subcontractor but works directly for lumio, as to even being put on the schedule to reinstall my panels. Supposedly, everytime I call the company, they cannot just call their own install team to see what the schedule looks like. They can only message them, which has done nothing and nobody knows when I will hear from the install team. They tell me that they have 30 days to hear from the install team. That's outrageous. Doesn't make sense why you can't call the install team on the phone, who works directly for the company, and see the schedule. I'm losing money by not producing electricity, paying for solar panels I can't use, and they won't do anything about it. No reimbursement for loss on my end and won't come put my panels back on. I don't know when I will get a call but I have not had any good experience with this company. No communication from them and feels like I'm being robbed after paying so much money and they can't come put my panels back on.

  Business response

  10/07/2024

  Hi Kris, thanks for reaching out. Your reinstallation is scheduled for tomorrow. Please reach out with any questions in the meantime. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My solar panels and equipment were installed back on July 8. After that, FPL came out to install the bi directional meter on August 9 and informed me that they could not do anything because the meter can seal had been broken and that one of the wires had been trimmed too short and it needs repaired before they'll come back out. It is causing my meter to heat up and could pose a fire hazard. My contact at Lumio proceeded to become non responsive and when someone else finally got back to me on August 14, they said they would get more information from *** and send out a technician. Meanwhile, my meter has a yellow tag on it and a threat to cut off my power unless this issue is fixed in the next couple of weeks. Now I have to also pay a Master Electrician to come out and repair something they messed up. Also I am supposed to be reimbursed for my electric bills until my system is up and running but they have not done such for July, August, or September. My emails are going unanswered at this point.

  Business response

  10/07/2024

  Hi Christine, our team has reached out to you regarding your concerns. After a thorough review of your system installation, we found that the issue is related to a preexisting condition rather than your solar. As such, it is not covered in your installation agreement. We have sent you a change order with the additional cost and are awaiting your completion before we can move your project forward. Please reach out to a member of our resolutions team with any questions. 

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase solar in Oct.2022 they put the solar on my roof and then dropped the ball i had to got to contractor license about the installer and they pulled the license from that business thru out my 2yrs i have spoken to several people 10+ couple said they were supervisor *****,******* to name a couple the rest i believe are on my file on there computers i am paying on the loan which when i took out solar it was not mention my rate will go up after a period of time but i guess that my fault im not trying to change that so between my solar bill and electric bill im paying about 350.00$ a month , at one point ive been told they will pay me back the solar payment i havent try to claim that yet because its resolved at this point im now getting where im going to have to file bankrupt on solar i cant afford this i did have someone else check into this i believe it was the loan company a year ago they said they spoke with someone and they said its going to be resolved i have no where to go i can afford a lawyer im sure you wanted more detailed but this is it pretty much i have terminal cancer and this is very hard on me. i would for them to take this all back so i can get them from a reliable company thank you

  Business response

  10/03/2024

  Hi *****, our team is unable to move your project forward until you complete From 433A from your state. We have emailed you regarding this information and are awaiting your completion to move forward. Please reach out with any questions in the meantime. 

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Lumio install solar panels on August 22nd. The solar panels have yet to be inspected, approved, and connected to Domion Energy power grid. I contacted Lumio numerous times via email and phone call. My complaints were not addressed until Sept 9th after I filed my first BBB complaint. I was told that the project was not connected because the team had to deviate from approved permit plan to complete project, and that Lumio is now obtaining approval from the City of ************** (SC) prior to getting the project inspected and connected. They said it would take 7 days to get approval. I was promised I would get update from company after a couple days. I again emailed and called Lumio multiple times. My point of contact (******* ******) told me she was waiting on the city for approval, but would be going on maternity leave 9/20/24. In her place ******* ********* would be taking over for her. I emailed ******* and attempted to reach her via phone call, but have not received any reply. I am now filing my second BBB complaint to address this matter. It appears I may be having to litigate the matter in court as I am losing trust and I now fear I will be incurring financial harm from Lumio.

  Business response

  09/24/2024

  Hi *******, as this is a normal construction project, timelines may vary to get your system turned on. We haven't found any messages left for us or missed calls from you and we have responded to your email. We will continue to communicate with you directly throughout the remainder of your project.  

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased solar panels and was told that we would get a rebate of $2000 to remove a tree on our property to increase the efficiency of the system. We have called for over a year and every time we call they say they are processing the rebate, but we have never received the money. Last contact was July 23, 2024 and we were told it would be "completed with the next couple of weeks."

  Business response

  09/26/2024

  Hi ****, thanks for reaching out. Our team has been in contact with you about this and will reach out to you directly with further updates regarding your reimbursement. 

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Lumio to install our solar panels and a new air conditioning unit. The solar panels were installed correctly, however the air conditioning unit was not. When Orange County came out to inspect the air conditioning unit, it did not pass inspection and now there is an open permit on my house. This was over two years ago. For the past two years, I have been trying to connect with Lumio so they can continue with the work that was started but incorrectly finished. Whenever I call Lumio for help, the customer service agent is never able to provide any helpful details regarding when this matter will be resolved, nor will they transfer me to a supervisor or a manager; they only say I will receive a call back, which I never have. I did finally receive an email from someone named Chanel ********, but she was unhelpful and eventually stopped answering my emails. I need Lumio to pay for an electrician to finish the work they started so I can close this open permit on my house.

  Business response

  09/30/2024

  Hi *****, Chanel has been in contact with you regarding your concerns. We are working to find a partner in your area to help complete this work but if you would like it to get done quicker, you are more than welcome to get the work completed by your own contractor and we will reimburse you. Please continue working with ****** on how you would like to proceed.

*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. ↩