Luna Flooring

To Whom it may concern,
In January of 2014 we contracted with Luna to install wood on our basement stairs. Initially we had some problems with materials and workmanship (including a cracked stair). We were very frustrated at this point. Fortunately, after 6 months of trying to get the issue resolved, we got In touch with Letha [redacted], Luna's Customer Service Manager. Letha got personally involved and thru her efforts was able to resolve all our issues. She is truly an asset to Luna. Because of her we look forward to our next project with Luna.

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered an accommodation with a signed agreement. The customer has accepted this offer, and we have received the signed agreement. We appreciate the customer’s feedback and consider this matter...

resolved.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled an appointment to view a different carpet more suitable for her environment on May 6, 2016. 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 [redacted], and I have forwarded pictures to the the business. 
Sincerely,
[redacted]

Luna has done a wonderful job and we are very happy with our band new hard wood floors! Luna representatives worked diligently to ensure the job was completed to our satisfaction. We also received a phone call from management following up on our experience. Honestly, if I needed more flooring, I wouldn't hesitate to go with Luna.
Additionally, the Luna installers were trustworthy, professional, and didn't leave until the job was perfect. Luna has made me a customer for life.

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

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and service is scheduled for March 25, 2017. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.
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We have offered to replace the installed carpet under our “Love Your Floors” guarantee at a greatly reduced price. The customer has declined our offer of replacement.

We appreciate the customer contacting us regarding their concerns.   We have agreed to replace the customer’s stairs with an upgraded product at no additional charge to the customer. The product has been ordered, and replacement will be scheduled upon arrival.

We appreciate the customer contacting us regarding their concerns.  We inspected the carpet to determine the root cause of the customer’s concerns.  The inspection determined the installed carpet was free of manufacturing and installation defects. We have spoken to the customer and for...

customer satisfaction and goodwill have offered replacement of the carpet with hard surface flooring at a discounted cost to the customer. We have an appointment for the customer to view hard surface samples on July 22, 2017. Once the customer has selected a hard surface product we will contact the customer to quote the cost to the customer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Complaint: [redacted]
I am rejecting this response because:Damage was done to the wood flooring during installation, and...

the flooring has since scratched a great deal. Luna contacted me one week ago, after putting in the complaint with Revdex.com, and three months after the flooring was installed. While 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 2/2/17 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 repairs. Luna's supposed "lifetime warranty" apparently is meaningless, and if Luna waits long enough to answer consumer complaints, any damage can be ascribed to the consumer. We 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,
[redacted]

I have never dealt with such poor customer service ! When I settled on Luna I was suppose to get 2 different promotions. One promotion was for buy 1 room and get the other free. The other promotion was 150 off from the website. I did not get either. I called eight seperate times 2 weeks prior to installation. I was promised a call back within 1-3 business days. I never received one. I even went to a management level where they promised someone would call me back in one business day , again nothing. I threatened to cancel which sparks a chain of alerts, still nothing. I even filled out a survey with a poor review for them a couple days later after installation , and nothing. That was with a check box saying I wanted a call back. All the phone numbers on my account were correct. The only reason I didn't cancel was because I could not change the date of installation. This was terrible customer service and how they treat their customers are beyond disappointing.

We appreciate the customer contacting us regarding their concerns.   We offered to repair the customer’s flooring for a nominal fee. Unfortunately, there was a delay in replying back to the customer to schedule the repair and the customer declined to move forward. We apologize for the...

inconvenience this caused.

We appreciate the customer contacting us regarding their concerns. The replacement has been approved under warranty and the local office has left the customer messages to schedule at their earliest convenience.

Initial Business Response /* (1000, 5, 2015/06/03) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer,and we have processed a credit to his financing account for the material that was not used. The customer advised that he is happy with this...

resolution. We appreciate the customer's feedback and hope to assist him with future home improvement projects.

Company does not show up to appointments. They will reschedule and not show up again. Don't bother taking the time off from work- they will tell you that its not their job to make sure the appointment is kept.

The installation was inspected by a certified inspection service on 3/29/18. The result of the inspection our under review and have not been submitted to us. We anticipate the report being available in the next few days. We will review the report and inform the customer of the next steps. We hope amicably resolve this matter.

Horrible liars! We had the sales rep come out and show us some flooring he gave us a quote and told us the floor was 10mm AC4 rated. I gave a $150 deposit and he sent me an email. The floor was only AC3 he lied. He also said that we need to rip out the floor that was under the old tile so it was all 1 height. We did everything they asked. The week up to the appointment we worked around the clock to get the room ready. When the installers showed up they walked in and refused to put the laminate down. He bounced on the floor and said the wood was unstable. Which is [redacted] because we have a 300lb wheelchair that has been on the floor for 10yrs and it has been fine. They also said the floor wasnt flat enough for laminate in an area where we previously had laminate that wasn't buckled or had any problems with a heavy wheelchair going over it. After sitting in their truck in my driveway for 2 hours waiting for their manager to call them back, we got a call from Luna saying that we needed to pay them a whole bunch more money to put down another subfloor on top . Or I could have a second opinion the next day. When I told them no, I want my floor installed they refused, so I canceled my order and told them to refund my $150 deposit, now I have no floors for my son's bday party. This company is absolutely horrible!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
A manager reached out and I have an appointment coming for inspections of the hardwood flooring and carpet installation on May 25th, 2016 between 9am - 6pm. I appreciate the time taken to look into this case and making sure we reach an agreement. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The monetary offer for the damages was generous, however these damages were not the focus of my complaint.  On the phone call I received Monday I advised that this was not something I was truly concerned about compared to the problem at hand.  Upon my initial complaint and service call I had been advised that a claim was filed with the manufacturer, this is not new news to me.  My complaint is that I am still waiting for this to be resolved.  I've been told this has been expedited, however at this point I am one month into the possible 3 month wait period for this claim to be reviewed.  I was advised that if the carpet is replaced before the claim is complete the manufacturer will deny the claim.  That seems to be an issue between Luna and the manufacturer, my experience should have no part in this situation.  Clearly the reality is that Luna is making sure they don't lose any money out of pocket.  It was alluded to by my original case manager that if the manufacturer denied the claim, that I could file an appeal, which means to me that Luna would not replace the carpet. Until then I continue to wait, with 90% of my furniture that I moved out for the initial install still sitting in my garage or packed up.  And I continue to have to wait to put my house on the market until this is resolved.The lack of follow through has been aggravating.  Over the course of 7 days I left three voicemails for [redacted] who is apparently a manager, with no response.  Just getting a name and direct number to a manager/supervisor was hard enough, customer service would not provide any contact information.  The individual who called Monday was supposed to call back on Tuesday, I have not heard back.I want information ASAP as to when this carpet is going to be replaced.
Sincerely,
[redacted]