Luna Flooring

We appreciate the customer contacting us regarding her concernsThe repairs were completed on February 24, The customer has advised that she still has concerns, and we have reached out to her via telephone and email to discuss the situationWe look forward to hearing back from the customer
and amicably resolving this matter

Just had Luna install carpet in my three bedroom town home in WI on 8/ They arrived on time on the day I was told The installers did a really great job I had to struggle to find any seamsThey cleaned up completely after themselvesI will most definitely use them again an I see why they have a A plus rating

We had trouble from the beginning with our floor order from LunaFirst, our floors were scheduled to be delivered on a SaturdayLuna called us that morning to confirmWhen the delivery window passed and we didn't have our floors, we called Luna and they could not help us until MondayIt turns out, our floors were on backorder and we wouldn't receive our floors for another month and a halfWhen we threatened to cancel our order, they were able to deliver them within daysWhen the installers arrived, they said that we would have to pay for a second sub floor because the floors we already had were thicker than the ones orderedWe ended up having to order different floorsAfter the floors were installed, I discovered that the installers did not clean the sawdust from outside like they promised they would and there were chips, scratches and separations in the new floor boardsAdditionally, they damaged our walls and baseboardsI have tried to get the damage repaired for weeks now and cannot get Luna to call me backIt seems that now that they have our money, they do not care about our satisfaction (or in this case, dissatisfaction) and are not following their lifetime guaranteeI will NEVER use Luna again and will not recommend them to anyoneThe company is unorganized and far from detail oriented

We appreciate the customer contacting us regarding their concerns
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The local office spoke with the customer and they have declined the offered repairs to the subfloor and requested to cancel their orderWe have canceled the order as requested and refunded their full deposit payment

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer, have offered to repair the installation concerns and provide an upgrade in padding for a small monetary cost to the customer. 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, have offered to repair the installation concerns and provide an upgrade in padding for a small monetary cost to the
customer. We appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: ***
I am rejecting this response
because: I requested times to be sent an email specifying the work which was to be completed which Luna said they would be doing by phone I never received the email requested and the work was scheduled for 3/ I was supposed to get a phone call in the morning letting me know when they would be arriving I did not receive a phone call and when I called them I was told that they would not be able to come out and do the repairs today This is the third time now that I have been told that they are going to fix the original installation issues and they have not This is totally unacceptable We now just want our money refunded The "lifetime installation" warranty is not being honored since they are not willing to fix the installation issue
Sincerely,
*** ***

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and come to terms on a monetary accommodation. 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 resolution is satisfactory to me If there are no issues with the installation of the new carpet, I will consider the matter closed.
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concerns. We contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the hardwood flooring. The certified inspection is scheduled for March 29, We will review
the inspection, communicate the findings to the customer, and take the next measures based on the results of the inspection findings. We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding her concernsThe installation is scheduled April 9, 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 scheduled the completion of the repairs for November 29, We have also provided the customer the agreed monetary accommodation for the underlayment not being installedWe appreciate the
customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer
contacting us regarding her concernsWe have spoken with the customer, and the
repairs were completed on November 18, We appreciate the customer’s
feedback

We appreciate the customer contacting us regarding their concernsThe customer is approved for replacementThe replacement product has been ordered and replacement will be scheduled at the customer's convenience once carpet has been received. We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacted us regarding their concerns
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Based on review, the customer has been offered full replacement of the carpet and vinyl flooringAs the laminate flooring was damaged by water and not covered by warranty, the customer will be responsible for the costs to repair/replace the laminate flooring

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,
Roger And Kathleen ***

We appreciate the customer contacting us regarding her concerns.Luna and the customer have agreed on a monetary discount to resolve. the accommodation has been processed to the customer financing account

Complaint:
I am rejecting this response because:I have requested from Luna to provide documentation from the inspection that occurred August 14th 2017 and the previous inspect from years agoI also requested from Luna to provide written documentation for this $inspection fee, provide documentation regarding customer repair responsibility, repair policy/ procedures for Luna and warranty coverage, policy regarding when a product is no longer available and the replacement procedureAll items Luna has failed to provide so I can have documents backing up what they are sayingI greatly appreciated the discount Luna is providing for replacement but I need documentationSincerely, Cecil ***

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

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,
*** ***