Luna Flooring

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 his concerns. The installation was completed on
December 8, 2015, and we have followed up with the customer and left a message
to confirm that he is satisfied. We appreciate the customer’s feedback.

We appreciate the customer contacting us regarding their concerns. We have cancelled the order per the customer’s request and refunded the deposit. We appreciate the customer’s feedback and consider this matter resolved.

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

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 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’ve spoken to the customer an arranged in section for September 7th.

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 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 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.

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.

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.

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]

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 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. Service has been scheduled for Thursday, December 14th.

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

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

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

If I were you, I would shy away from this company. When it comes to repairs, the process is ridiculous. It takes two whole working days to complete a minor repair. The first day is just for an inspection of the problem. Not to mention that they give such a huge appointment window. My window was from 8-12 noon and the installer still showed up late, just to do an inspection. So I took the whole day off from work for an inspection? Really! I called Luna after the installer (inspector) left my home to see why the repairs were not performed. She advised that an inspection had to be done before the repairs could be made. She tried to justify this process by saying that the installer would need to know what type of floors and what tools were necessary. This is a copout. The material used on the flooring is in their system seeing that they're the ones that installed both the carpet and flooring. When asked if she knew when I could have the repairs done she advised that they would have to call me back. Really, I already spent a day off from work for an inspection. Now I have to take another day for the repairs and who knows when that will be. This is absolutely the last time I used this company. I would rather spend a little more and deal with a smaller company that survives off of referrals because they'll do the job right and provide better customer service. When dealing with these major company's they could care less about you. They feel as if they can treat you anyway because of the amount of customers that they have and the major advertising that they do. Also, upon making the appointment I was not made aware that it would be an inspection appointment. If I had been notified of this I may not be so frustrated right now. I would have gotten it out of my system after making the inspection appointment and I would have known what to expect.