Luna Flooring

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered an additional refundThe customer will also submit estimates for the damages, and we will review for reimbursementWe appreciate the customer's feedback and look forward to amicably resolving this matter

Scheduled an appointment and they never showed upCalled and was told I would receive a call back and never got a call backAlso called the next day to talk to a supervisor and was told that no supervisor was working at the time and that one would call me back and again never heard from anyoneHorrible business ethics and I would never recommend anyone to use themI feel like sending them a bill for the hours I waited for nothing

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer, the order has been cancelled per the customer’s requested and a refund of their deposit has been processedWe appreciate the customer’s feedback and consider this matter resolved

Initial Business Response / [redacted] (1000, 5, 2015/05/06) */ We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and offered an accommodation for the inconveniencesThe customer accepted this offerWe appreciate the customer's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) My wife and I accept the agreed upon refund of $from Luna to close our disputeWe feel this is a fair compensation for all the trouble we have had to go throughWe hope that Luna can learn from this situation and no other customer has to go through what we did

I had bedrooms recarpetedOne had only a bed, small dresser and nightstand and the other an empty desk and cabinetI closed the door to the master bedroom as I did not want anyone in there and that is where my family placed the items removed from the rooms to be carpeted When I went into my master bedroom that evening, I was horrified that the installers left the desk drawers and other things from the rooms they carpeted in my master bedroom and had also inexplicably moved some of the furniture that had been in the master The things they keft and items moved blocked access to the bathroom and closet They had no reason nor right to go into the master, the rooms they were working in had almost no furniture They could have just moved from one room to the nextAnd I have no clue why they moved furniture in a room they were not to be in I am so upset that I cannot do a proper inventory to see if anything is missing I am an elderly woman and cannot move the furniture back, that was part of their job I do not feel that Luna completed the work as contractedI will now need to pay a handyman to move the items back where they were before Luna arrived I will not use them for the rest of the house after this awful experience

I believe it was May 9th I entered into a contract with the in-home service of Luna Flooring It was convenient to have the sales person come to my home after work hours and they were having a 50% off sale The salesman was kind and told me he would provide me with personal service from start to finish of the project He gave me his card I could call him with any problems etc I took days of work for all the flooring in my basement to be replaced The salesman also looked at all areas of the basement - part of the carpet and padding had been removed because we had a flood, so he could clearly see what was under the old flooring which was black cement and said there would be no problems When I signed the sales sheet I asked for an itemized bill but the sales man said he just gets amount on his computer from home office but I could call the customer service and get one emailed to me to show the price of the laminate & carpet and installation charges He also said that the installers were hired and trained/certified by LunaOn May the men came to replace the current carpet and linoleum with Laminate they did a very nice job, they cleaned up and were very quick I was happy The next day May 26th, men showed up at my door, there was a language barrier They pulled up the carpet, saw the black cement and said immediately they could not do the job for possible asbestos He called someone on the phone said home office would call me and left I could not even have a conversation with him to understand, he just left in a hurray - because the sales man said it was fine and there was no tile to remove hour later I got a call from Customer service and they would not send anyone else out to look at it I told her that the salesman had seen it and she said a installation manager would call me No one called I waited two hours to talk to customer service again Long story short I spent hours that day talking to different customer service people and they all would call me back when they need to speak to someone else No one ever called back - I had to call(Waste of a vacation day) My issue never got escalated to a manager until I finally demanded one I called my salesman who said he could not help me but send emails because the sales people cannot argue or question the installation area He also did not remember me even though he made a $sale (so much for personal service) I finally got a sales manager after hours (which I had to demand to speak too) She scheduled me another appointment for days later for installation She said their installers are subcontracted and some are more picky than others Saturday morning May 28th the installers never showed I had to call customer service again the young man on the phone said he would find out what was going on and call me back, I made him promise me he would call back He never did I called again hours later and was told they were over booked so they would have to reschedule me So I told them to cancel the entire carpet order So while I was out shopping for carpet with another company - I shockingly get a urgent call from a sales manager to call him back they want to work things out I called back and of course had to leave a message So I call Luna customer service to verify my refund was happening and asked for the itemized billing for the laminate so I could verify I was being charged correctly for that installation I had new carpet installed from a very nice small business in the area on Monday and they could not understand how they thought I had asbestos They said they get more business from Luna & [redacted] for their poor customer service they do not need to advertise - word of mouth for this business is enough I was very happy with my new carpet and I gave referrals to that business Huge loss for Luna A week later I finally got a call back from billing telling me they do not provide itemized receipts to their clients After shopping around I determined it was not much of a sale for the laminate it was the same price as everywhere else Shame on me for not reading the Revdex.com site first and truly supporting a local small business to begin withLuna has lost a lot of business for poor customer service I also suggest to Luna they train their sales people to know what their installers consider asbestos or bring an installation expert to the appointment Some people would not be able to afford the cost of an asbestos removal and carpet at the same time If you want to earn people's business and trust your staff needs to be fully trained and your customer service staff needs to return calls and your managers need to step up and assist with issues I was told a lot of lies just to get a sale

We appreciate the customer contacting us regarding her concerns We have spoken with the customer regarding the damaged wall base, and she will look into having it either repaired or replacedWe have advised the customer that we will reimburse her for thisWe look forward to hearing back from the customer and amicably resolving this matter

Luna has done a wonderful job and we are very happy with our band new hard wood floors! Luna representatives worked diligently to ensure the job was completed to our satisfactionWe also received a phone call from management following up on our experienceHonestly, if I needed more flooring, I wouldn't hesitate to go with Luna Additionally, the Luna installers were trustworthy, professional, and didn't leave until the job was perfectLuna has made me a customer for life

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that while not ideal, this resolution will suffice Sincerely, [redacted] ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and scheduled an appointment to view a different carpet more suitable for her environment on May 6, We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and all services were completed on March 17, We appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding their concerns We have reached out the consumer to apologize for the missed sales appointmentWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsThe local office has attempted to contact the customer by phone and email without responseWe have processed a discount for customer satisfaction and goodwill to the customer’s finance accountWe thank the customer for their feedback

The issue was resolved on Feb15, It is a shame that it took involving the Revdex.com in order to resolve this issueThank you for your involvement Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meA manager reached out and I have an appointment coming for inspections of the hardwood flooring and carpet installation on May 25th, between 9am - 6pm I appreciate the time taken to look into this case and making sure we reach an agreement Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Laura [redacted]

We appreciate the customer contacting us regarding their concerns The local office has reached to the customer by telephone and left a messageWe will replace the carpet under the labor warranty at the customer’s earliest convenience

We appreciate the customer contacted us regarding their concerns Based on review, the customer has been offered full replacementThe local office has contacted the customer to schedule

We appreciate the customer contacting us regarding their concernsWe have agreed to a monetary accommodation which was processed on March 21, We appreciate the customer’s feedback and consider this matter resolved

Complaint: [redacted] I am rejecting this response because:When the replacement installation was scheduled for this past Saturday July 29th an "inspector" showed up I had spend hours disassembling furniture and moving items outdoors and throughout my house in preparation This was done at Luna's customer service representative's instructions! I then had to spend hours moving everything back with no new carpet in place Since that issue I have placed several phone calls to Luna to try to speak to someone I have been disconnected once (hung up on) and the other two times I have been told someone will call me back We are now going into the fifth month of trying to get this resolved and that time frame is unacceptable to me I have no confidence that the company will adhere to its word of doing what they are supposed to do Sincerely, [redacted] ***