Lumio

My experience is more targeted around customer service. I started my project early Feb 2023 that included removing older solar panels, a reroof, installing new solar panels and an electrical panel upgrade. I am constantly trying to find someone to communicate with on the status of my project. I have been passed to 4 different account managers and several sub- contractors. I call and never receive a call back. I am given contact information to text but I never receive a reply. I have gone on the web and found the customer service number only to wait in queue for 20 min to be told I have a new account manager and that someone will call me back. There is no supervisor available for me to speak to and all I hear is "I am sorry". If I could do it over again, I would have never gone with Lumio. I am so frustrated and $80k in the hole that I am now committed to. The promises are great but at this rate I cannot imagine what I will do should I need service or have warranty issues. This is totally unacceptable. I know that this project would take some time but the lack of communication is horrible. I would not recommend this company. Timelines provided are no where near what the sales team provides you and the reality is this is a very long and drawn out process. I am crossing my fingers that they do no t start billing me before my system is fully operational.

The selling and buying from Lumio went great. The installation from Enphase went great. The communication from Lumio to their customer is non existing. Your left guessing were things are in the process, when they are done and ready to turn the system on. My system has been up and running since May 10, 2023. They still show it in the Installation phase. I have had access to my system through the Enphase app since May 10. Since July 5th i no longer have access. I called Enphase and they informed me that Lumio removed my acess.

The salesman was very good to work with and a local, so I had more trust. Unfortunately the process has been a nightmare. They drop shipped the equipment in my driveway, because it was supposed to be a single day installation. The crew was here from Florida and didn’t the sufficient equipment. It then snowed and delayed the installation for over a month. Leaving my driveway and garage obstructed. After calls and complaints, they gave me a $500 gift card for the inconvenience. Then after the installation the inspection was failed. The inspector said this is common for Lumio, as their installers are from out of state. Once that was corrected the power company came to swap out the meter, and this failed because the installer turned off the system in the computer settings. Had to wait longer for repairs. After 5 months of paying and not producing the system was finally operational. I was told from the start that I would be issued a $1000 gift card to help supplant the double costs, over $500 a month in Solar and electricity payments. Still being dismissed for the reimbursements gift card. From what I hear this is common. The regional manager that I have been working with, says there is a significant back up on the issuing of these reimbursements. So, in her words this must be a fairly universal problem. Would not recommend unless you can make double payments for the product and local energy company, for at least 6 months. After reading all these issues, maybe a class action would be appropriate. The system itself once up and running works very well.

I have been happy for the most part with the installation and how the system is operating. I am a little concerned about the number of panels we have installed. I have checked and we are currently have an average of 57% of our electric being covered. I know the days are shorter and their are more cloudy days but, I thought our average would more like 80%.

The process of from start of installation to the actual PTO (Permission to Operate) takes longer than what the sales personnel will tell you. However, all of the employees have been very friendly and answered questions I had during the installation process. I did have a micro converter issue after my system was active. Two attempts were made to resolve the issue but after the second failure the inverter was replaced, and I have had no issues since.

Excellent service in Eastern WA. The entire process from sales pitch to first PUD bill was white gloved. We know we made the right decision. First electric PUD bill came in exactly what Lumio predicted. Solar math can be a gamble but Lumio did an amazing job.

Two salesmen came to my door this evening from Lumio. Even tho I won't be installing any solar panels because I'll be selling my home soon, we discussed the solar industry and where it is heading in the future. They were very knowledgeable and polite. I took down their information and would definitely recommend them to request a quote!

They are very bad and unprofessional and lairs also they took my money with a promise to refund and it has been 4 months now telling me it’s approved but not issued yet. I don’t recommend a bad company like Lumio to anyone stay away from them

I had my solar panels installed over 3 months ago.. still waiting for the company that did the installation (Texas Energy Resources) to send necessary completion documentation to AEP.. they have not responded to AEP emails or mine. I’ve tried calling the Lumio rep that sold me the panels but he no longer answers my calls or responds to my texts or emails. I’m still waiting for my panels to be functional! They’re installed but not operational. Very upset and frustrated. I feel I was scammed.

I love lumio I got it on my roof and ended up convincing my neighbor to get it too since the savings was so great for me!

The whole company is a sham, all you get from this company is a run around. They dont communicate and have poor people skills. I wish I never made the decision to engage in services with this sad company that has no integrity. Every customer service line and person you may get is not a representative for Lumio West, they either represent the materials or internet product that connects all the System. The salesman to the site manager for the area has been nothing but rude. Forget calling customer service you get off the phone more frustrated and no help has been provided just more of a run around. I wanted communication and was told I obviosly needed a great deal of "hand holding." The other day after 5 months of waiting for a upgrade of a panel i got a random text stating, "still working on it."

My solar Installation was late October 2022 and I discovered a leak in my home in late April 2023 when it was raining. The leak is around a vent and down into my Laundry room, which is located on the side of the roof under the solar installation. The house was constructed in December 2019, and has a virtually new roof, with little wear other than the solar installation. I had a roofing company and my insurance company come out immediately, and both agreed that the solar installation was improper, and located multiple issues with it. There were other installation damages discovered from the roofing contractor when looking for the possible leak, and Lumio has not addressed a single issue. I am still experiencing the leak when it rains, and have video of it, as well as picture evidence from the roofing inspectors. Lumio has been unable to provide me with any information, other than asking me to fill out a damage report, of which I promptly did in April. Since then, I have called and e-mailed 30+ times, getting the same non-responses each time. The home damage department won’t talk to customers. All supervisors are always unavailable or in meetings. I received a call from a lady once apologizing and saying my damage request had been expedited, but she has been always unavailable since, and no one has actually done anything about my damage request. Her call was 3+ weeks ago at this point. Each call leads me to a new person who does not help. E-mails go unanswered, even to their customer care inbox. It is clear to me that Lumio has no intentions of helping repair the leak or issues caused by their improper solar installation and does not plan to honor their issued warranty.

HORRIBLE We signed contract with Lumio Sept. 2022 our solar panels went up in November 2022 with a crew from Florida. We waited for the company to call with information of an electrician to come out to replace our electrical panel to support the solar panels. No one called or came out. It was the sale representee that determined we needed a new electrical panel. We were told that they did not have a contractor for our area and they had to have a sub contractor put in a new panel. There is allocations of funds in our loan for 5,000.00 for the work. We have reached out to the company several times. On June 06 2023 we were scheduled. The electrician no showed and no one called. We continue to get the same answer from the company, so I have reached out to Better Business Burau, Contacted an attorney, written a letter to the company owner. This is the worst experience ever. I may have my day in court with this company. I will leave you my name so you can reach out with your common message. Jimmy and Lori Lyons

LUMIO has left me in the dark for most of this process. It is the ABSOLUTE WORSR EXPERIENCE and MOST EXPENSIVE MISTAKE I have ever had. I am stuck with this terrible company that cares NOTHING for its so called "Customers". I use that word lightly because I have not had the feeling of being treated like a customer but more like a problem. If there was a way to put ZERO or negative stars than that's what I would give. Daniel H is the salesman that lied and left me and my wife in the dust. Maybe it's cause we are ethnic, maybe because we are gay or maybe because LUMIO just doesn't give a flying F about what they are doing to people. I cry and worry at the future mess I am sure this company brings to me and many others. Whatever you do beware or LUMIO. THEY DO NOT CARE. THEY ROBBED ME OF THOUSANDS. YOU ARE NOT A PERAON AT LUMIO JUST $$$.

Do your research and choose another company. My panels were installed Oct 2022. Today is May 02 2023 and I am still not able to utilize my solar service. I have also made several payments. Before making payments I called and spoke to a representative who said any payments made will be reimbursed. After $450 paid, they say they will reimburse me $100. That's not even a months worth of payments. I was told I'd get the reimbursement in 3 weeks via email (?). It's been well over 3 weeks and I still don't have the b***$**+ $100 reimbursement that was promised. I can go on and on but bottom line is STAY AWAY from doing business with Lumio

We were told completely wrong information regarding several aspects of our solar panels. First, we were told we would receive a reimbursement check, from the IRS, for the 30% of the cost of the panels. For us to keep our rate of $ 165, then we were to turn that check over to the finance company (which would be around $13,000). The rep showed me this number on his computer and showed me the breakdown, so we believed him. Unbeknownst to my husband and I, the reimbursement does not work like this; we just took his word for it. We are expected to come up with $13,000 in 18 mons, or our bill will go to $237 a month plus the $30 service charge (Loan is meant to amortize in 18 mons). Unless there is a miracle, this won't happen. We were also told our electric bill would be around $8, which is the service availability charge. He even showed me a snapshot of someone else's bill that was only $8. Well, that was also inaccurate information. The service availability charge is $30; if you don't produce enough electricity for that month, you pay the additional charge. So now my payment would be $165+$30+ (excess in high peak mons). At the least, my payment will be $195 a month, when most mons (before solar), except high peak mons it was around $80-$100. Had we known the truth about the reimbursement and the real nature of our loan, and that the service availability charge would go up, we would not have done this! We were hoodwinked, for sure! Sure, we take the blame for not doing our homework, but our representative was so nice and sat in our home, showed us videos about the panels, and spent time answering all of our questions, he was extremely personable, and we bought it. And many of the questions were about the reimbursement and how it worked. I asked him several times to ensure I understood him correctly, and he verified that I did. All we had to do was file the correct paperwork with the IRS, and they would give us the check for the 30% discount, and in turn, give it to the loan company to keep our payment down! I did reach out to my rep about this, and he responded by saying not to worry about it, all I had to do was turn in the paperwork for the IRS. But this was also incorrect! THERE IS NO REFUND CHECK!!!! It's simply a tax saving on owed taxes that equals 30% of the cost of the panels. I could receive a refund check, but it won't equal $13,000 as I don't make enough to ever owe that much! He also told me that the information he told customers was what he was told when he was trained!!! I do not want an apology but an action on behalf of Lumio! Real action, that benefits this situation!!!!! We tried to back out of this before our panels went up but were told we could not! We feel trapped and so taken advantage of! We don't have a whole lot of money! Oh, there's more! We were also told that our city got granted permission to be able to pick our service provider sometime this year, which was also another selling point because now we could benefit from the extra energy, we may provide the grid! Well, come to find out that never really passed, and was only in its evaluation phase, and that's on hold! This is not a small case of inaccurate information, but possibly fraudulent that will affect us for 25 years! My husband will be 81 and I will be 70 by then! What savings are we going to see? We were trying to help our future! I think we just financially messed it up or made it more difficult! P.S. I am not here to put the rep on blast. He may have truly been trained like this. He seemed like an extremely honest person! I told him what I felt and what I had learned, and he informed me he would pass it on to his regional manager. Not sure that got done, because I have heard nothing!! This is just not a rep issue, but a company issue!!! Our panels do generate great energy. In fact, probably enough for 2 houses sometimes. Too bad we don't get reimbursements for that.

Lumio Solar is terrible. Their salesmen constantly come to my home and are very pushy. They don't leave when asked. When told to vacate the property they argue back. Very aggressive. I would rather be torn apart by wild animals than ever do business with the low-rent shyster company.