Luna Flooring

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 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.

We appreciate the customer contacting us regarding their concerns.The local office contacted the customer and offered repair under the labor warranty.

We appreciate the customer contacting us regarding her concerns.
We have spoken with the customer and advised that we will have an inspection
conducted by an independent, third party inspection company. Once the inspection
report is complete and submitted to us, we will follow up with the...

customer to
discuss the results and possible solutions. We appreciate the customer’s
feedback and look forward to amicably resolving this matter.

Revdex.com:
I am closing the case however still dissapointed in the quality of the floors. I was sold on the floors due their durability and within a few months. Mild usage on the floors has shown this damage. Very dissapointed in quality.
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,
Candace [redacted]

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and agreed to replace the flooring at a deep discounted cost to the customer. The customer has chosen new material that we will order.  The replacement will be scheduled at the customer's...

convenience once material has been received. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. 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 her concerns. We have spoken with the customer and processed the necessary price adjustment. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled site inspection for August 20, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this...

matter.

We appreciate the customer contacting us regarding their concerns. We’ve spoken to the customer an arranged in section for September 7th.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer have agreed to new contract terms. All agreed changes to the contract will be made and we will schedule installation 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 their
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

Complaint: 12349999
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 2 years ago. I also requested from Luna to provide written documentation for this $95 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 procedure. All items Luna has failed to provide so I can have documents backing up what they are saying. I greatly appreciated the discount Luna is providing for replacement but I need documentation.
Sincerely,
Cecil [redacted]

I purchased carpet and laminate flooring from LUNA -appears that was my mistake.
Problem 1. they send the carpet installers first who proceed to tell me they cannot install until the laminate is down.
Problem 2. after the laminate is installed carpet installers come back wrong padding
Problem 3. All of the thresholds look like the carpet is already worn.
Problem 4. After the carpet is installed the tacks are poking thru the carpet in all the thresholds.
I call they send carpet installers out they proceed to go around all the thresholds and hammer the tacks down and tell me if anymore pop thru hammer them down-REALLY? They tell me the threshold look is not their fault it is the hard floor installers problem. Hard floor installers come out they say it is the carpet installers problem it is the tack board they used. A manager comes out and explains I need a special type of threshold strip for the look I want - really why did the salesperson or installers not know this. Oh....they must have thought I was looking for the worn look. The manager then says he will have to get with someone and find out how they are going to resolve. I tell them if it is going to cost me more I need to know the amount....I have heard nothing in over 3 weeks but I guess I should not be surprised I had the carpet and floor installed in October and started complaining in October. I guess this is why you should never pay in full until the job is completed to your satisfaction- but LUNA will not start the work until your pay in full is made. I am so disgusted to even think I considered this outfit- If it sounds to good to be true it is too good to be true. I will go with my gut from now on. I am currently sitting on the phone again for the last 1/2 hour awaiting someone that was suppose to call me back last week to discuss my concern. LOL they ask if I would like to hang up and have someone call me back - I am going to fall for it and see how long before they cut me off or come back on and tell me the guy is gone for the day.

We appreciate the customer contacting us regarding her concerns. Luna has an appointment to inspect the customer's carpeting on April 18, 2016.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

My horrific experience with LUNA

Beginning of June, I choose Luna to replace all of my carpet with new flooring and carpet. This terrible experience must be told, to help others from going through what I went through. I am a single mother, who saved for a very long time for this carpet. Luna was supposed to install carpet first. We made the appointment 2 weeks after I put my money down for the floors. Carpet was to come first, and next vinyl flooring for the living room. The night before the carpet was to be installed, I received 2 phone calls. The first was stating my carpet was not in stock. The second phone call was a played recording. It said they would be arriving tomorrow. Next day came, and nobody showed. After many phone calls and extremely unprofessional people working for Luna, I finally had some answers and a solution. They were going to upgrade my carpet and padding, due to the treatment and their mistake on their end. That whole situation could have been solve

Per our previous correspondence, we have thoroughly reviewed the customer’s order. We have confirmed that the carpet installed was the correct style and color per contract. Further, the customer confirmed the correct product prior to installation.
Our “Love Your Floors Promise” provides replacement for any reason with an equal or lesser priced product for only the cost of labor. Upgraded products are also available if the customer wishes to pay the price difference.
We are sorry the customer is dissatisfied with their selected carpet.

Great company. Loved the services provided. Will contact them in the future for other services. Reasonable pricing.
C. [redacted]

After staying up until 2am moving things to make our carpet installation easier for Luna, we received a phone call this morning that they needed to reschedule. Seriously? We are beyond unhappy with this. We went with Luna because of the reviews and reputation. Right out of the gate, we are highly dissatisfied.
December 21 at 10:25am
Getting less impressed by the minute. Been on hold for ONE HOUR waiting to speak with someone.
December 21 at 10:45am
$200 for our inconvenience does not make this right. Having our installation completed today as promised would be appropriate customer service. Thanks but no thanks Luna.
December 23 at 10:53am
And now a new crowbar purchased for moving furniture and my new bottle of perfume from the bathroom that the installers were allowed to use is missing. DO NOT USE THIS COMPANY

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. This is still pending Luna showing up and completing the repair on August 20th. 
Sincerely,
[redacted]