Luna Flooring

We appreciate the customer contacting us regarding their concernsWe have cancelled the order per the customer’s request and refunded the deposit. We appreciate the customer’s feedback and consider this matter resolved

Complaint: ***
I am rejecting this
response because: after a week and a half of contacting customer service, I was offered to have the carpet replaced at a reduced cost Why would I pay more money to replace something that was perfectly fine before it was destroyed by them, or pay a company with such poor service and practices Further, there are no structural defects with my home Wood floors are being installed today by a reputable flooring company, recommended by both *** *** and *** flooring He said that when the joist spacing is inches, they just need to run the boards horizontally vs vertically Just as the pergo floors are installed in my son's room across the hall The Luna installer said the joist rule was a Luna requirement (which should have been checked before they made me pay in full and before they destroyed the carpeting), and not industry standard This company should not have a good rating from the Revdex.com
Sincerely,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meper my conversation with Nicole Richman
Sincerely,
Vicki ***

AVOID THIS COMPANY AT ALL COSTS!
We had Luna in to install some carpeting in our basementWhile the carpeting looks great, after the installers left, we noticed that several of our belongings were missingWe know for a fact that these items were in the basement before the install and were missing afterwards, so there is no possiblilty that we just misplaced themWe called Luna several times and received no attempt at conciliation whatsoeverLuna did leave two phone messages, both of which while we were at work, both of which we responded to, and both of which were unilaterally ignoredWe filed a police report on the missing items, and after informing Luna that if they would only call us back we would not press charges, Luna maintained their silence, and now we are now forced to press charges and have these installers arrested when all we wanted was a smidgen of customer service and our items returned
AVOID THIS COMPANY AT ALL COSTS!

We appreciate the customer contacting us regarding her concernsLuna has agreed to repair the customer's laminate flooring as a one-time courtesy with a signed agreementcustomer is schedule for an assessment to gather a material count on 04/06/

We appreciate the customer contacting us regarding their concerns
0pt;">The refund check was reissued on October 26, We notified the customer by voicemailPlease allow business days to be received

My son and wife just had flooring installed throughout an entire level of their
raised ranch by Luna, to find out the cost did not include "Trim" The salesman
neglected to mention this, so instead of giving them the option, now they have to
find a way to budget in "Trim" and labor with no notice to complete job
Thanks Luna, we wont recommend you to anyone unless they have a Lawyer
read the Fine Print first

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and we have offered to replace their luxury vinyl plank flooringWe will also be providing a quote for adding the kitchen. Once a decision has been finalized on the kitchen we will schedule the
replacementWe appreciate the customer’s feedback and look forward to amicably resolving this matter

On July 16, we had Joe come out to our home to show us pre finished hardwood for our first floorWe decided to move forward with the order, and a personal check was written for 20% of the down paymentThe wood was delivered to our home on July Please note they provide a HOUR DELIVERY windowWood was delivered and install scheduled for 7/Note they confirm date of delivery but not time until the morning ofMorning of 7/installer notes wood has many imperfections and is not satisfactoryWe agree to not installLuna offers to provide a replacement lot for the installWe move forward and wood is to be delivered again on 7/On 7/I see that they have charged my credit card for the balance of payment even though NO SERVICES WERE RENDEREDThey say it was an error in their process and have no idea how this could have happenedI call and each on hold time was at least minutesThey redeliver lot on 7/27, again a hour delivery windowOne person by himself hauling out sq ft of wood and redelivering the new lotOn 7/installer comes again, and wood has many imperfections againAnd again multiple lots so the finish and color do not look the same between themWe ask for one entire lotHad to leave work again and talked to many people on thisI asked my seller to come out and look, he replies "I go where they tell me" I said well then you come and see itHe fumbles on his words on why he or no one from Luna can come and take a lookFinally the night of 7/they tell me they are CANCELLING MY ORDER because they can not guarantee on lot of wood to installAre you kidding me? You don't have one lot you can install? I discuss with the manager he says he can not give me my money back from 7-business daysI follow up call on 8/(again minutes of hold time) and they now saw 10-business days for my money backAnd best part they don't even send it certified mail or with a tracking number
I am SO disappointed in this experienceI can't believe not only can I not move on because I don't have my money back, but they have called me every day asking about my installEven though they have cancelledThey are so siloed they have no idea what the other hand is doing
Buyer beware, if you work hard for your money, like we do I hate to see this happen to you

We appreciate the customer contacting us regarding her concernsLuna has agreed to replace the laminate flooring under warranty with a different style of laminatecustomer has yet to schedule a replacement date

I would purchase carpet from Luna again The salesman was so professional and gave me my discountThe installers were very professional and arrived at the time they said I couldn't ask for a better company to buy and install my carpet

Luna provides the absolute WORST customer service I have ever experience Their staff are untrained, and not polite to customers They may provide the best deal, but you will ultimately end up paying the price with the amount of time and energy you will spending trying to resolve an issue

We appreciate the customer contacting us regarding their concerns
0pt;">The local office spoke to the customer and provided a quote for the extra labor and materials at a discounted rate for the inconvenienceThe customer advised he would speak with his wife regarding the quote

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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I have all I can take out of Luna Flooring this company needs to be put out of businessIt's like a lost cause to have them do anythingAll I needed it to have a LUNA estimator come to my house to give me a price for flooring to be replaced in an area that had termite damage scheduled over a week ago and the day of the appointment I received NO call so I called Luna to see what time they would be coming to assess the flooring and they said that they didn't have anyone to handle the estimate and would need to re-schedule which puts the customer in a bad situation after making the necessary arrangements with life to meetThis is unacceptableThe last appointment they sent a technician out to remove flooring and they had to scramble to find someone again after I called LUNA to find out what time they were coming and I had to take off work to meet the tech they finally found some sub-contractor to come byThe time prior to that they had to replace some flooring in which we had to pay for and they tried to price gauge us for $to replace and area of the flooring and after getting second opinions on the area / square footage and fighting with Luna they decreased the price to $The time prior to this Luna had to replace the flooring in our house to due to installation, wrong color and damages to flooring from contactorLuna has been the worst company that I have EVER worked with and would not recommend them to anyoneI never worked with a company that cant give you a receipt on what you paid for by e-mail etcyou have to latterly wait week's to receive or should I say call back and ask for the receiptAll I want is an honest price and people to keep appointments and have what we or I am paying for to be completed rightIt has not been enjoyable to work with Luna

We appreciate the customer contacting us regarding her concernsThe installation was completed on March 24, We have spoken with the customer regarding her concerns with the installation, and an inspection is scheduled for March 30, We appreciate the customer’s feedback and look forward
to amicably resolving this matter

Complaint: ***
I am rejecting this response because:
I do not believe them at all. I continue to get the run around from Luna Flooring. I do not understand why material is not being expedited. When I first hired Luna Flooring to install the flooring, the flooring was received and installed within weeks. I'm working on four months to get this damaged flooring replaced. I feel they've got my money, so they're in no big hurry to solve my problems. The floors are getting worse with every passing day. I can only imagine what the next excuse will be
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concerns
0in 0in 8pt;">The customer’s repair was completed on Monday, November 14thWe spoke with the customer and he has confirmed satisfaction
Thank you for the feedback

Horrible customer service no project manager or contact personLong waits on hold with salespeople who can't help, poor follow through and unprofessional and late installers!