Luna Flooring

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 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

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 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 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

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 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

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

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 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 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

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

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 ***

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

We appreciate the customer contacting us regarding their concernsWe have spoken to the customer and discussed the results of the inspection we conductedWe have scheduled repairs for September 8, We appreciate the customer’s feedback and look forward to amicably resolving this matter