Luna Flooring

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and confirmed all services have been fully completedWe have yet come to terms on a monetary accommodation, but anticipate to an agreed amount shortly. 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 to the customerWe have placed an order to obtain the materials that needed to complete repairs to the installationOnce materials have been received we will schedule the repairs to be completed at the customer’s
convenience. We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding his concernsWe have reached out to the customer via email, and we are offering a replacement of the great room at no cost with a signed agreementWe look forward to hearing back from the customer and amicably resolving this matter

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer, and discussed her flooring concerns, and processed the agreed refund amount. We appreciate the customer’s feedback and consider this matter resolved

The local office spoke with the customer and confirmed that the additional boxes were receivedCustomer has and were dropped off for a total of
boxes

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meplease have them send you a letter formally closing itI have not sent any additional amountThey are referring to the $that was in transitI have already sent them proof of payment of $1800.
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concerns. The local office spoke to the customer on Friday September 23rd and agreed to a partial discount as well as changing the financing terms to the requested promotionWe are currently waiting for the customer to return the signed
documents to process the agreed upon changes

We appreciate the customer contacting us regarding their concernsWe have communicated with the customer and offered replacement of the laminate floor with an upgraded product at a discounted cost to the customerThe customer has been informed that laminate failure was a direct result of moisture
intrusion and is not covered under the manufacturer’s warranty. 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 June 24, We appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding their concernsThe customer service manager spoke with the customerBoth orders have been installed and we have discounted for the inconvenienceWe thank the customer for their feedback

Complaint: ***
I am rejecting this response because: We have spoken to Luna regarding a price reduction of $1,for the inconvenience that we have experienced thus far during this processLuna acknowledged that the incorrect parts were installed and the proper parts have been orderedOnce the proper parts arrive at the warehouse we will schedule the repair. We are moving in the right directions in terms of a resolutionHowever we cannot accept any response until the repair is complete, the price adjustment has actually been applied, and we are satisfied with the repairWe intend to push this along as fast as possible.
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer’s daughter and discussed the scope of work involved to complete the installation properlyWe have come to an on an amount of monetary accommodation to the customer. We processed the agreed
accommodation today August 14, We appreciate the customer’s feedback and consider this matter resolved

Complaint: ***
I am rejecting this response because: until the hardwood has been installed to my satisfaction I do not consider this case to be resolved
Sincerely,
*** ***

We apologize for the inconveniences and have agreed to a credit to the customer's account for satisfaction and goodwill

We appreciate the customer contacting us regarding their concerns of the open balance
We have agreed to settle the open balance with the customer, and she has mailed a check for the remaining agreed upon payment
We look forward to resolving this matter amicably

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer, completed the installation of the luxury vinyl plank in the kitchen on August 28/We have also cancelled the carpet order and refunded their deposit of the carpet order as requested. We
appreciate the customer’s feedback and consider this matter resolved

Great at selling flooring but not so great at actually installing itAt the rate things are going we will be electing the next president and this job will still not be doneSigned a contract on Oct to have hardwood stairs installedSalesperson Sam *** who looked at our stairs told us it would be no problemTold us they would have to bring the wood out ahead of time so it could adjust to the climate of our houseWaited on the designated day and nobody was showing upCalled and somebody at the company told us "no" they do not have to bring the stairs ahead of timeThen waited around on installation day and when installers showed up they said "oh, your stairs are not standard sizeWe don't have the materials we will have to order them." Another day of my time wastedCalled by Luna a few weeks later and told materials were now inRescheduled install for MondayMonday comes and nobody showsAfter playing phone tag and being on hold all day they tell me they can't find the materials they orderedThen said they still weren't sure what my stairs looked like and would send someone out to measure Wed eveningThat was Nov They are a no show of courseCall them and they say computer says my appointment is listed but not confirmed and they aren't sure whyWill call me within hoursThat's just what I needMore phone calls and more sitting around waiting for service people who will never show upMeasured my stairs again a few days laterStill have no idea when I will ever get my stairs doneLeft a message yesterdayThey said they would call me back todayOf course they did not

Initial Business Response /* (1000, 5, 2014/10/10) */
We appreciate the customer contacting us regarding their flooring concernsThe inspection results indicate that there are no installation or manufacturing defectsAs such, we are not able to provide the requested repair at no charge to the
customerWe have been in contact with the customer and offered an aggressive discount for the repair due to water damageThe customer accepted this offer and we are working on scheduling an installation date

We appreciate the customer contacting us regarding their
concernsThe refund has been processed back to the customer’s credit card, and
we have sent the customer an email to confirmWe appreciate the customer’s
feedback

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and awaiting the credit to the bill to hopefully resolve the complaint
Sincerely,
*** ***