ComplaintsforLumio

• Initial Complaint

  08/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Representative illegally soliciting door to door without permit 8/8/24 6:30PM.

  

  Business response

  08/09/2024

  Hi *****, we appreciate you bringing this to our attention and would like to look into this further to identify this individual. If you have any additional details that might help us, please reach out to ********************************** and we will pass that information along to our sales compliance team. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had Solar instatll at my resident in around Sept 2021 by a Company by the name of Atlantic Key enegry. A few months later we were having issues with the bill form the power company more than what was told to us. In January 2022 I spoke with ******************* ************************** Manager. **** agree at the time that the company would add additional solar panels. On 03/02 I received and email from **** Like we spoke about prior, due to building depts having staffing issues, it'll take 2-4 months for installation to be completed. Currently engineering is designing and creating engineering plans to be reviewed and approved. After this contact I heard nothing else about te additional panels. In November 2023 this process started again and signed document for Lumio which is now the new owner of this company to install the solar panels. I was advise this would ***********-8 weeks. The designs for the panels were done the end of November and sent to me for approval. In February I was told they are waiting on Permit. I received an email to sign my metering interconnection agreement. That was done on 02/20.Each time I called I was advise they are waiting on the Permit. In May I was contact by ******* who wanted a copy of the declartion page from my insurance. I sent her the info . In the meantime the permit came to my residence and was hung by the Meter per instruction.On July 9 I received and email from ***************** I wanted to communicate with you by introducing myself as your account manager. I understand your project has taken longer than expected to get to this point with delays, lack of communication, etc..With that being said, we are needing a declaration page from you showing proof of $1M personal liability coverage, as a requirement for your utility company I have called serveral time and was promised a call back from Manager ******* which never happen. This is unacceptable that after two years they are telling me I need 1M in insurance.

  

  Business response

  08/02/2024

  Hi ********, we gave you a call today around 10am as you had requested but weren't able to reach you. Tier 2 insurance is a requirement from your power provider, not Lumio. Though your original system wasn't big enough to require it, adding these additional panels means your system is now required to have Tier 2 insurance and unfortunately there is nothing we can do to avoid it. Your project is on hold until we receive proof of the required insurance. Please reach out with any further questions. 

  Customer response

  08/05/2024

   
  Complaint: 22063657
  
  I am rejecting this response because: This projeeted started in Feb 2022 and it's hard for me to believe that they only found out about the additional insurance that is required.  I spoke with someone last week who advise me that since I am hnto paying for the additional panel they would not be able to pay the insurance for 1year.  This implies that if I was paying for the additional panels then they would be able to pay the insurance for a year.   
  
  Sincerely,
  
  *****************************

  

  Business response

  08/08/2024

  Hi ********, because each system on its own doesn't meet the requirements, it didn't get flagged in our system to inform you until we submitted it to your utility company. If you would like the free additional panels, you will need to pay for the insurance as Lumio does not cover that cost for customers. 

  Customer response

  08/08/2024

   
  Complaint: 22063657
  
  I am rejecting this response because:  The NetMetering for the electricy company was done n February.  So why is that they are just advisng in July that I need additional insurance  
  
  Sincerely,
  
  *****************************

  

  Business response

  08/12/2024

  Hi ********, we apologize for that delay. However, we are providing you panels for you for free. We cannot continue to do so without proof of insurance. Until then, your project is on hold.

  Customer response

  08/12/2024

   
  Complaint: 22063657
  
  I am rejecting this response because:  I am not sure why I would accept there response by them telling me the same thing.  Nothing has change and I will never accept this response.  I am not sure why you keeping sending the same response.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lumio Purchase Date 10/26/2021.*******************. Technician Never Demonstrated How to operate the generator.*********************** are both Disable people. We have talked to representatives&leftmessages for Lumio to return our calls. No Response from Lumio. Once you buy The Solar Panels&Portable Generator. Solar System&Portable Generator We have a warranty on them with Lumio. Lumio Do Not Return phone calls at all. ******** need this matter to be resolve. ****** has stage 4Cancer, Diabetes,Gout. .***** has suffered from a stroke, partially deaf&HP. We both have health issues.PleaseHelp&Advise The ***** Family ******************************************************************* *************,*************

  

  Business response

  08/01/2024

  Hi *****, thanks for reaching out. Our team has been in contact with you regarding the generator and is looking into it further. We'll each out to you directly with more information.

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had solar panel leaks at my house for quite some time it took me 6 months to get lumio to come out and fix it the first time and they hired people who didnt even have a license to repair my house and they stopped working due to non payment from their boss Had to fight them for another 2-4 months to come back o ur and fix again they brought a worst crew fought again they had a some what better crew and yet my leak is still bad its the same but every time I try to get lumio back out they say its not their fault when it was and I have to prove them again it is but now they are blocking my emails and not answering any of my calls at least the managers are always in a meeting I need help to get my house fixed this isnt right please help me in getting my house fixed I have new leaks as well from panels I fear my house is rotting in important places and mold is forming as well they need to take responsibility and fix my house already they also refuse to stop by and remove my pannels from our house and repair all leaks

  

  Business response

  07/29/2024

  Hi *****, we're working on getting a contractor out there to investigate the roof leak and see what is needed for repairs. Once the appointment is complete we'll be able to determine a game plan on how to move forward. Please continue working with our team until this is fully resolved. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My experience with Lumio has been nothing short of disappointing. I have had Lumio solar panels installed for a year now and Unfortunately, my disappointment has only grown over time. I was told that this solar panels would overproduce my consumption leaving me with an almost $0 electric bill (aside from net metering fees). That couldnt have been further from the truth. I have consistently maintained and how you in the past year that Ive had solar. Despite the monthly solar lease costs, I am still burdened with a significant electric bill that combined with the solar costs, is far higher than what I was paying before I opted for solar panels.After communicating my concerns to my lumio field rep, she suggested that the original usage estimate was underestimated, resulting in the higher electric bill. The proposed solution? To add more panels to cover the underestimated portion. This revelation left me beyond upset.Last year prior to moving forward with Lumio, I explicitly communicated to my salesman that previous quotes from other companies exceeded my electric bill, preventing me from moving forward with them. Miraculously, Lumio provided me with a seemingly competitive price that was lower than my existing electric bill so I agreed to move forward with them. However, the reality of my increased expenses tells a different story.I feel that Lumio's sales tactics are shady and misleading. Underestimating the usage to present a lower solar payment to the customer, only for them to later require additional panels to achieve a bill-free scenario, is extremely unethical and not uncommon based on reviews from other upset customers like myself.

  

  Business response

  07/18/2024

  Hi ******, our team has already been in touch with you regarding your concerns. We have completed a production audit of your system but it's not 100% accurate because your system has not been on for at least a year. However, based on the information we can confidently say that your system has been operating and producing consistent energy since you were granted PTO and looks to be on track to perform according to the contract that you signed. We have offered you additional panels at a discounted cost. However, it is up to each customer to read through their contract and understand what they are agreeing to. We're sorry for the miscommunication but are happy to provide you with a copy of your contract if you don't have it saved. 

  Customer response

  07/21/2024

   
  Complaint: 22004945
  
  I am rejecting this response because:

  I truly believe my energy consumption was purposely underestimated by the salesman. Im currently paying significantly more monthly for my solar lease and power bill then I was paying for power alone last year. I agreed to move forward with solar because my salesman told me my system would produce enough power to leave me with a next to nothing electric bill which is not the case. Had I known that I would still have a significant electric bill in addition to the cost of the solar lease, I would not have moved forward. If my salesman would have calculated my consumption and needed system size accurately, I would not be in this position. If calculated accurately, the salesman would have known the cost of solar would exceed my electric bill. During the 2+ hours that the salesman was at my house, we spoke at length about why I hadnt yet moved forward with solar (the quotes I received for solar exceeded the cost of my electric bill so it didnt make sense financially). MIRACULOUSLY the cost of solar with lumio as stated by the salesman was less then my electric bill and was supposed to leave me with a next to nothing bill. That has not happened. I feel like I was scammed.

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

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approx a year ago, I entered into business with Lumio for Solar Panel Installation. There was no damage or issues to my roof known or reported when panels were installed. Then on or around April 29th a leak was found in the roof after water collected in my living room. I called Lumio back in to assess as solar panels were the contributor to the leak and they sent 2 staff for Lumio to assess and they stated from their assessment that the leak was from somewhere else not connected to panels. I then had another contractor come over for 2nd opinion and did a thorough check of roof-panel by panel and determined leak WAS from the panels. A video was done. Video was then sent to Lumio and they sent the same two people out again and for sure took off 4 panels and then stated they would have another contractor come out and that contractors scheduler then called to set appt to come out and after hearing my address, said they dont come out this far so then referred to yet another company in ******. Then an assessor from ****** came out and he checked and said that he saw the leak was from a new shiny nail which was NOT there before. He took a picture and theres no way that was there. He said he was willing to fix the issue w/ roof leak but would not give a warranty. I feel a warranty is necessary and my roof needs to be repaired WITH a warranty. Im still under warranty with the solar panel installation but the hard part is their saying the leak is not from the panels and I disagree implicitly. I need this resolved, my leaky roof repaired with warranty from Lumio.

  

  Business response

  07/24/2024

  Hi *****, our subcontractor has been attempting to reach you to schedule and we have passed along the information that they must leave a voicemail, per your phone call with our team. Please continue working with our team and the subcontractor until this is fully resolved. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The company I feel is not honoring my original contract because they want to cut down trees that were actually on the property when they configured the design of where the panels should go There are other places where they could have put the panels

  

  Business response

  07/16/2024

  Our finance team has been in communication with the customer regarding this. A tree trimming is needed due to the financier's requirements but the homeowner does not want a tree trimming. Our finance team is working on a solution that will work for the homeowner and the financer. The homeowner is in communication with ***** from our finance team and we will continue to work directly with them to resolve this issue. 

  Customer response

  07/16/2024

   
  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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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,
  
  *******************************

*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. ↩