Luna Flooring

I believe it was May 9th I entered into a contract with the in-home service of Luna Flooring. It was convenient to have the sales person come to my home after work hours and they were having a 50% off sale. The salesman was kind and told me he would provide me with personal service from start to finish of the project. He gave me his card I could call him with any problems etc. I took 2 days of work for all the flooring in my basement to be replaced. The salesman also looked at all areas of the basement - part of the carpet and padding had been removed because we had a flood, so he could clearly see what was under the old flooring which was black cement and said there would be no problems. When I signed the sales sheet I asked for an itemized bill but the sales man said he just gets 1 amount on his computer from home office but I could call the customer service and get one emailed to me to show the price of the laminate & carpet and installation charges. He also said that the installers were hired and trained/certified by Luna. On May 25 the men came to replace the current carpet and linoleum with Laminate they did a very nice job, they cleaned up and were very quick. I was happy. The next day May 26th, 2 men showed up at my door, there was a language barrier. They pulled up the carpet, saw the black cement and said immediately they could not do the job for possible asbestos. He called someone on the phone said home office would call me and left. I could not even have a conversation with him to understand, he just left in a hurray - because the sales man said it was fine and there was no tile to remove. 1 hour later I got a call from Customer service and they would not send anyone else out to look at it. I told her that the salesman had seen it and she said a installation manager would call me. No one called I waited two hours to talk to customer service again. Long story short I spent 8 hours that day talking to different customer service people and they all would call me back when they need to speak to someone else. No one ever called back - I had to call. (Waste of a vacation day) My issue never got escalated to a manager until I finally demanded one. I called my salesman who said he could not help me but send emails because the sales people cannot argue or question the installation area. He also did not remember me even though he made a $4000 sale (so much for personal service). I finally got a sales manager after 8 hours (which I had to demand to speak too) She scheduled me another appointment for 2 days later for installation. She said their installers are subcontracted and some are more picky than others. Saturday morning May 28th the installers never showed. I had to call customer service again the young man on the phone said he would find out what was going on and call me back, I made him promise me he would call back. He never did. I called again 2 hours later and was told they were over booked so they would have to reschedule me. So I told them to cancel the entire carpet order. So while I was out shopping for carpet with another company - I shockingly get a urgent call from a sales manager to call him back they want to work things out. I called back and of course had to leave a message. So I call Luna customer service to verify my refund was happening and asked for the itemized billing for the laminate so I could verify I was being charged correctly for that installation. I had new carpet installed from a very nice small business in the area on Monday and they could not understand how they thought I had asbestos. They said they get more business from Luna & [redacted] for their poor customer service they do not need to advertise - word of mouth for this business is enough. I was very happy with my new carpet and I gave 2 referrals to that business. Huge loss for Luna. A week later I finally got a call back from billing telling me they do not provide itemized receipts to their clients. After shopping around I determined it was not much of a sale for the laminate it was the same price as everywhere else. Shame on me for not reading the Revdex.com site first and truly supporting a local small business to begin with.
Luna has lost a lot of business for poor customer service. I also suggest to Luna they train their sales people to know what their installers consider asbestos or bring an installation expert to the appointment. Some people would not be able to afford the cost of an asbestos removal and carpet at the same time. If you want to earn people's business and trust your staff needs to be fully trained and your customer service staff needs to return calls and your managers need to step up and assist with issues. I was told a lot of lies just to get a sale.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and issued an accommodation to the customer as agreed. We appreciate the customer’s feedback and consider this matter resolved.

We have repairs scheduled for 4/21/18 and have agreed to a monetary accommodation with the customer.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled site inspection for April 15, 2016. We will review the inspection 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.

At first I was a bit unsure about having Luna install my laminate flooring after reading the reviews, However, my experience with Luna was a very good one. Customer service was polite, the sales representative was one I requested after meeting him a my sons house was very polite and not pushy at all, and the installers were amazing. The installer Andrew was very helpful in answer all my questions and concerns. His two Czech co installers were also amazing. All 3 installers were very professional and perfectionists. I hope when we order carpet for our bedrooms we are fortunate to have the same installers. My son and daughter in law also had laminate flooring installed by the same guys and are completely satisfied. They had a slight problem at first, not having enough material to finish the job, but everything was taken care of immediately. Great job Luna and Thank you....

We appreciate the customer contacting us regarding their concerns. The customer has not provided documentation to support her allegation that she has received overdraft or other fees.  For goodwill and customer satisfaction we will be processing an additional accommodation of $100.00 to the customer’s finance account. We appreciate the customer’s feedback and consider this matter resolved.

The local office spoke to customer by telephone on February 6th.
 
The minor scratches to the floor, installed in September 2016, appear to be post-installation and are not believed to be caused by the installers.
 
We have offered to quote for repairs to the installed flooring, but the customer has refused. The offer is still available should the customer reconsider.

Complaint: [redacted]
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 [redacted] and [redacted] flooring.  He said that when the joist spacing is 24 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,
[redacted]

We appreciate the customer contacting us regarding their concerns. The customer’s repair was completed on Monday, November 14th. We spoke with the customer and he has confirmed satisfaction. Thank you for the feedback.

We appreciate the customer contacting us regarding their concerns. The local office has reached to the customer by telephone and left a message. We will replace the carpet under the labor warranty at the customer’s earliest convenience.

Initial Business Response /* (1000, 5, 2015/04/07) */
We appreciate the customer contacting us regarding her concerns. For customer satisfaction and good will, we offered the customer a partial refund in exchange for a signed release. The customer accepted this offer and the refund has been...

processed.

We appreciate the customer contacting us regarding their concerns.


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We have scheduled for completion of the stairs, and discounted the order for any inconvenience this may have caused.

We apologize for any miscommunication.
Per the customer’s request for resolution, the local office has not contacted the customer, but has executed the requested refund.

Initial Business Response /* (1000, 5, 2014/11/25) */
We appreciate the customer contacting us regarding her concerns. The repairs were completed on November 24, 2014. We appreciate the customer's feedback and hope to assist her with future home improvement projects.

This is my story: Good morning,

I was writing because I have had a issue with a repair that I first called on or around 6/27/2015. I was told that I would be receiving a call back for an appt within 1-3 days, that didn't happen. I had to call back and then someone called me back. Then when technician came on Wednesday he told my son that he would have to have an investigator out her to determine what the solution of the problem would be, as of today I have still not heard anything. I called on 7/8/2015 & 7/9/2015 and the person that I needed to speak to was unavailable and a email was suppose to be sent to her. I really don't understand why this process has been so difficult, this is really bad customer service. I had intentions on set up an appointment for someone to come out and give me an estimate for my basement floor getting laminate but, with all these problems I'm not sure if I want to even use Luna again. If someone can call me and let me know what is going on I would appreciate. FInally my husband gets a call and they tell him that we have to pay 800.00 to get a whole smaller than a quarter fixed because we don't have warranty for repairs.

We appreciate the customer contacting us regarding their concerns.The local office has attempted to contact the customer by phone and email without response. We have processed a discount for customer satisfaction and goodwill to the customer’s finance account.We thank the customer for their feedback.

We selected a carpet from the sales reps assortment of boards. It was a nice soft and plush carpet sample. We were informed by the salesman that this was their #2 best carpet and he worked with us to get a great price in our budget. When the installers showed up a week later they from the right color, but an inferior quality carpet. It was much thinner and not as a soft and plush as the sample we selected. We sent away the installers who were courteous and understanding and called the salesman right away. He called back a couple hours later and apologized saying that "once in every blue moon the guys get the wrong product from the warehouse" and he was going to ensure they got the right carpet this time and would call me back to reschedule the installation. About an hour later someone from HQ called me and asked if the salesman had been in touch and helped me to select a new carpet. I said "no, he told me he was sorry for the mixup and would ensure we got the original carpet we selected, not this inferior one." She replied "oh there must be some confusion let me call the salesman." I hung up and called the salesman myself who told me there in fact was NOT a mixup, only that our roll of carpet was new (isn't it supposed to be?) and so it was crushed and needed 5-7 days to "fluff out." I told him, no that was an inferior product that was shipped out this morning and not what we selected and that I thought his company was being dishonest. He offered no other solution so I told him I wanted to cancel the order.
Beware! They will sell you on a great price and then try to pull a fast one on the day of installation hoping you either don't notice or don't care because you took that day off from work and just want to get the floor finished.
Very disappointed with Luna. I will never call them again and I will warn my friends not to use them.

The $100 deposit was refunded to the credit card used for payment on October 18, 2016.

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered to replace the hardwood floor. The customer accepted this offer, and the replacement is scheduled for October 26, 2015. For customer satisfaction, we also offered an upgraded carpet at no...

cost, with a signed release. We appreciate the customer's feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. The local office has scheduled service for Saturday, September 10th.