Luna Flooring

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, *** ***

We appreciate the customer contacting us regarding their concerns.The material has been received and the customer contacted to scheduled installationService is scheduled for Friday December 16th.Thank you for the opportunity to address this matter with youPlease accept our sincere apology for
any inconvenience this matter may have caused you

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

We appreciate the customer contacting us regarding their concerns Per the customer’s request, we have canceled the order and refunded the deposit payment

We appreciate the customer contacting us regarding their concerns
"Arial",sans-serif;">The local office serviced the installed carpet on November 19thThe customer advised they are satisfied
We thank the customer for their feedback

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer, and the installation is scheduled to be completed on March 7, We 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 find that this situation IS unsatisfactory and I remain disgruntled and extremely unsatisfied and would advise any and every one not to do business with LUNA under any circumstanceThe frustration alone is worth avoiding not to mention the lies and poor customer service
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Damage was done to
the wood flooring during installation, and the flooring has since scratched a great dealLuna contacted me one week ago, after putting in the complaint with Revdex.com, and three months after the flooring was installedWhile I made an initial complaint to Luna, immediately after installation, that complaint was ignored.After making the complaint through Revdex.com, an inspector came out on 2/2/and submitted a report back to Luna, stating that the flooring is scratched from usage, and that there is no way to verify that any damage was done during installation, and therefore we will need to pay for any repairsLuna's supposed "lifetime warranty" apparently is meaningless, and if Luna waits long enough to answer consumer complaints, any damage can be ascribed to the consumerWe are not going to pay for damage that Luna's installer did, simply because Luna ignored our original complaint when the damage was done
Sincerely,
*** ***

Extremely professional and easy to work with

We appreciate the customer contacting us regarding their concerns. The customer cancelled his order and refund was processed on September 23, by check

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and for customer satisfaction and goodwill Luna has agreed to replace the carpet on the stairs at no cost to the customerThe replacement carpet has been ordered. Replacement will be scheduled at
the customer's convenience once carpet has been receivedWe 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 service was completed on January 22, We appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding her concerns
We regret any confusion or miscommunication that occurred regarding the product
that the customer selectedPer the customer’s request, her order has been
cancelled, and she has received the refund of the depositWe appreciate
the
customer’s feedback

Complaint: ***
I am rejecting this response because:I have been in contact with *** *** via phone and email. We are in agreement with them replacing the carpet and the vinyl. We do not in agreement about the laminate. The salesman recommended that laminate for the rooms in our house. and their warranty specifies that they do not warranty flooding. We did not have flooding it was from a drop of water in between the planks that caused buckling. However, as a courtesy we will review their offer of the laminate and send another in regards at a later date to that offer.
Sincerely,
*** ***

Called Luna for a new promotion that they are having now do one room and one room free, free installation and material they came wrote a contract monies were exchanged everything was fine I paid some down and the remainder to be financed was approve for six thousand dollars the entire bill was thirty-two hundred dollars (3200) The salesman sold me some hardwood that I could not use on my existing floor I didn't wont to tear up my entire floor this engineer hardwood would go over my floor no problem engineer hardwood doesn't go over hardwood so they brought the flooring it stay for two days installation came he tore up my existing floor the engineer hardwood would not stick to my existing floor if you are a salesman don't you think you would know your product where it will work and where it will not workSo now I have some engineer floor some sub-floor and my existing floor now they want dollars more to put a new sub-floor that why I didn't want my old flooring to be taken upThey know that I was approved for 6,they want the rest of that moneyI spoke to Dee from Luna she said they will be at my home to pick up their floor tomorrow such quick action but when will we they fix my floor that they tore up

We appreciate the customer contacting us regarding their concernsWe have spoken with the customerUpon arrival to complete the contracted installation we discovered the customer’s sub-floor required additional work that was not captured on the original contract. The customer agreed on page
four of his contract that if sub-floor repair was required that he would be responsible for the additional cost to complete the work necessaryWe informed the customer that the sub-floor repair would be required and negotiated an additional price to the contract to have this wok completed. The bedroom and baseboard were not listed on the original contractThe customer was offered to add these items to the contract and the price was renegotiated and the customer accepted all additional charges prior to the installationThe floor has been installedWe have offered the customer a discount for goodwill and customer satisfactionThe customer has rejected our offerWe 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 completed services on August 20, and processed an accommodation for goodwill and customer satisfactionWe appreciate the customer’s feedback and consider this matter resolved

We are conducting the service today 2/20/and should be completed prior to 12pm

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and we will be conducting repairs at a discounted cost to the customer The services are scheduled for August 20, 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 461, We appreciate the customer’s feedback and consider this matter resolved