Luna Flooring

We appreciate the customer contacting us regarding her concernsLuna has reached to the customer to offer a solution to her flooring situation. Customer and Luna have not conversed to date on this proposed resolutionWe 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 scheduled site inspection with our field superintendentThis inspection is scheduled for August 19, We will review the inspection to determine what will be required to repair the floor and communicate this to the customerWe appreciate the customer’s feedback and look forward to amicably resolving this matter

All I wanted was to have vinyl flooring installedInstead, all I received was a major migraineThere is somewhat of a silver lining thoughI scheduled a free quote through Luna on 10/08/The flooring expert that showed up was very professionalWe ran through the options of flooringI was priced at roughly $for approximately square feet of installationThat was pricey, but with the lifetime warranty and what I thought was a reputable company, decided to set up the installI went the financing route and deposited $Installation was scheduled for 10/15/Everything seemed to be fineUntil everything wasn'tOn the day of the install, one guy, ONE guy showed up! He told me he was the back up guy...he wasn't initially scheduled to do the installHe removed the carpet and said there was an issueSome parts of the floor weren't level enough to install the vinyl planksHe said he would have to lay down plywood but said it might be extraI'm thinking, ok...the flooring expert DID NOT go over this with me and led me to believe that the final price he quoted would be the set priceA representative from Luna called me to say that the plywood would run me another $1000, for sheets of plywoodYes, $Going back to the flooring expert, more like noviceAll he had to say was, sometimes there are issues that arise during the installation process that might mean an increase in cost for you, especially with older houses like yours, could be $500-$moreI would have stopped him there and said, thank you for the info but I will shop aroundBack to the representative that told me it would be $moreI ended up telling him that I wanted to cancel the install, he put me through the retention departmentAll they told me was that a rep would be calling me...I'm like ok?? Will I get my deposit back? Will I be charged a cancellation fee? she didn't knowI call back to speak to someone that knows somethingI went over my frustrations with another repHe told me I will receive my refund back and will not be charged anythingI asked him if there was an email I could receive to verify thatWith it being a weekend, he said I would receive the email on Monday, 10/17/It is 10/17/I have yet to receive and emailI called Luna to verify that I will not be charged and receive my deposit backThe rep I spoke to verified that information, that I should receive my deposit in 1-business daysI asked her if I will be receiving an email confirming thisShe said noI told her that the rep on Saturday said I wouldShe apologized for that stating they only send emails for installationsLuna is completely disorganizedDoing business with them is difficultI still don't know If I'm going to receive my refundI don't know if I will be charged anythingI have nothing tangible that confirms thisMy weekend was ruined due to an incompetent businessThe silver lining is, I went to *** ***, bought all the supplies I need and I am now percent finished with installing a laminate floorFor a fourth of the costHowever, this whole migraine could've been avoided if Luna was a reputable companyNow I'm anxiously waiting to see the money refunded to my account and for me not to be chargedI truly hate this unwanted stressThis should not be the cost of doing businessI should have a floor installed alreadyI should be happyNever Luna, never again

A contract was signed with Luna for carpeting installation and a date was set up A rep called me the Thursbefore to inform me what had to be done prior to the installers arrival on Tues5/ The salesman was aware that we were seniors and my mother was in her 90's Tues.morning, 5/10/16,no call from installers so I called...8am...not yet..wait til 9:30..I waited until10:30...to be told wait til 12noon-3pm...3:30pm nothing yet...called again...installers say 15minutes 4pm nothing!! No one ever came or calledSorry to say I had to cancel order!!! Never have I had such terrible, irresponsible, inconsiderate people to deal with Would not recommend to anyone!
Yes, I was prepared for the installers, and I had to put everything back...I am disabled, and my sister is disabled she was my helper How can these people be listed with the Revdex.com this is not the way you treat customers

We appreciate the customer contacting us regarding his concernsLuna and Mr*** have agreed to install wall base as part of his order at a discounted price. Luna will perform the installation of the wall base on a date of his choosing

I was little nervous about other complains on Revdex.com, but based on complains, I try to stay on top of communications issues and follow each steps of appointment/delivery/installations with customer service ahead of timeThe sales process was very smooth, Honest and very friendlyI like the product proposed very much and happy with installationInstallers were very honest and did excellent JobHonestly Luna made entire experience professional and did good jobI definitely recommend Luna

horrible I had carpet scheduled for install for two weeks in a row and they cancelled on me both times...horrible service I wasted two days wainting for these people and they called me at the last moment to sat they could not make it..I am located in Maryland and was supposed to have three rooms of carpet installedI still dont have carpet in my three rooms

We appreciate the customer contacting us regarding their concernsWe have cancelled the order per and refunded the deposit the customer’s request. The customer has yet to submit the invoice for the moving company’s cancellation penalty. We appreciate the customer’s feedback and consider
this matter resolved

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and the accommodation we offered has been processedWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concerns.The local office has spoken with the customer and scheduled service for Friday, January 20th under warranty at no cost to the customer

The installers and sales person were professional We were able to get the appointment date/time that worked for us Everything went as planned We love our new carpet

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and have provided a monetary accommodation to reimburse for damagesWe appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding their concernsThe local office has spoken with the
customer and scheduled service for Friday, January 20th under warranty at no cost to the customer

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and scheduled the service for May 23, We appreciate the customer’s feedback and look forward to amicably resolving this matter

I am furious on how unprofessional this company (a complete nightmare) and wished I had read the reviews before I hired these scammersI decided that I wanted to carpet my home for Thanksgiving and saw that they advertised they could do it before the holiday, so I called themThe guy showed up the next day and was very friendly and I told him I did not have $3,and said he's do it for $2,so I said yesHe said that someone would come out on that next Monday SINCE THEY HAD THE CARPET IN STOCKI get a call Monday (after cancelling ALL my appointments since I was thinking I was going to get carpeting) and I get a call saying that my carpeting wasn't in yetSo basically they lied and falsely advertisedThey said they would come over Tuesday, AND I WAITED ALL DAYWhen I called to find out what had happened they answered the phone as ***, not Luna and then she quickly said Luna and stated that she couldn't get a hold of anyoneAt 7:30pm I get a call from someone who could not speak English and then handed me to another person who couldn't speak EnglishHe said something about a night club and said they were over an hour awayI said that was not professional and not to come over and I wanted my deposit backThat Wednesday I get a message from Luna's customer service and they said "hello this is ***" and then they corrected themselves and said LunaI have kept the recording and plan on using it if I have to file a lawsuit in small claims if I do not get my deposit backThen on that Friday after telling these guys I wanted my deposit back, once again around 7:pm I get a call from the installers that can't speak EnglishI know the scam from reading these other complaintsThey show up late, can't finish the job, take all the money and good luck getting it backI have since filed a complaint with the Revdex.com and my credit cardI look forward to my day in court (having worked in that field) to expose these scammers if I do not get my money back

We appreciate the customer contacting us regarding her concernsWe have been in contact with the customer via email and offered a partial refund to keep the carpet as is, refund and removal of the basement portion of the order, or repair the tackstrip and carpet coming up under warrantyThe
customer has declined these offersWe have advised the customer that we remain willing to provide any of the offersWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and this resolution is UNSATISFACTORY; however, I choose not to pursue further action. I have no choice as the business continues to be uncooperative. They told me they would send $reimbursement for damages caused during the most recent repair if/when I signed an "agreement." They also said they would have a 3rd party inspector assess the installation. As soon as I signed the agreement for reimbursement, they cancelled the 3rd party inspector and said I needed to have their installation manager come out first. I advised I already had the installation manager out before the most recent repair (he was the one who initiated that repair). They then told me that was not the installation manager (even though that's what I was told originally and that's how he introduced HIMSELF). I asked why I was told he was the manager if he is not? I was again told he is the foreman and the manager oversees all installations. The business is now refusing to send a 3rd party until/unless I meet with their manager. These employees are so unprofessional and uncooperative. I have to drop the issue as I have no choice. I'm sure if I agreed to have their "manager" come out it would cause a new issue. This company has given me nothing but the runaround and extremely poor service. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: no replacement carpet has been ordered. Luna has contacted us once to indicate we can replace the carpet on 3/17/2017. The carpet WE selected with their sales representative on 3/17/to replace our existing carpet has NOT been ordered and no installation date has been scheduled. I have contacted the customer service/ warranty department everyday since 3/18/to determine if additional information is needed to order the new carpet with no success. The customer service/warranty department states each time that someone will call me back but I have yet to receive a call from Luna regarding ordering the carpet or an installation date. This matter is not resolved.
Sincerely,
*** ***

Great experience, they delivered what they promised!

The customer signed the contract including terms within the Notice of Right to Cancel that they may cancel this transaction, without penalty or obligation within three (3) days from the above date. The contract was dated January 28, 2018. The customer had days to exercise their right
to cancel, but waited until days to cancel, which is beyond the 3-day period. Notwithstanding the contractual clause agreed by the parties, we have refunded the deposit of $for prospective customer satisfaction and goodwill We consider this matter resolved