Luna Flooring

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.

We appreciate the customer contacting us regarding their concerns. Service has been scheduled for Thursday, December 14th.

Inspection is scheduled for today, Tuesday September 6th. We will have the results of the assessment back in a few business days.

I had carpeting installed and they ran a seam which keeps pulling apart. It has been "fixed" once already by the installer stretching the carpet and regluing it back down. When the seam came apart again, I called Luna customer service, set up an appointment, only to have the installer not show not once, but twice. On the third appointment the installer did show up, 2 hours late, and said they would have to submit a claim whereas the carpet could not be stretched again.

This was 7 weeks ago. I've been calling Luna for the past month and I am continuously told the manager of that department will call me back. She never does. I did speak to her about 2 weeks ago on a call that I initiated for her to tell me that she's still awaiting results from the technician.

I too feel this is a big run-around seeing the carpeting has been paid in full for some time and now they don't want to live up to their "lifetime warranty." I will never hire Luna again.

We appreciate the customer contacting us regarding their concerns.The material needed for the stairs was back ordered by the manufacturer.  We have re-ordered the needed material on Sept 13th and the order is in process.  We will contact the customer to install as soon as the product is...

received. We sincerely appreciate the customer’s patience regarding their order.

We appreciate the customer contacting us regarding their concerns with the installation of their flooring.
 
The local office has contacted the customer to drop off additional flooring on Tuesday June 7th, with warranty service scheduled for the next day, June 8th.

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
please have them send you a letter formally closing it. I have not sent any additional amount. They are referring to the $1800 that was in transit. I have already sent them proof of payment of $1800.
 
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns.  We have spoken with the customer, apologized for the missed sales appointment and have a new appointment scheduled for 7/29/16. 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; the installation was completed and we have come to terms on a monetary aallowance. We appreciate the customer’s feedback and consider this matter resolved.

Today I had a luna salesman stop by to quote some flooring in my home. The quote was double what I was expecting and he would not itemize the quote. He kept saying 'there is only one price that matters at the end of the day'. Luna is running a 70 percent of materials sale, yet he would not show me how or if that was applied. In addition to this, the salesman was very arrogant and rude to my wife and I.

I will gladly take my business elsewhere.

Bravo, Luna! We ordered new laminate flooring and carpeting last Fall. I didn't notice some issues with the installation at the time and signed off on it. 6 MONTHS LATER, I contacted them to see if they could fix these issues and they did - at no cost! I was expecting them to say something like, "You signed the inspection form. Why did you wait so long?" etc. but, I was treated kindly and respectfully and am now 100% happy with my product.

We appreciate the customer contacting us regarding their concerns.
 
The customer had previously been offered reimbursement for damages.  Further, we have offered to inspect the installed carpet for issues under warranty.
 
Upon receiving this complaint, the customer service...

manager left messages for the customer to discuss damages and overall experience. We look forward to speaking with the customer and resolving their concerns.

Complaint: [redacted]
I am rejecting this response because: it does not adequately compensate all the trouble caused by hiring the company to perform the job they advertise. Nothing was convenient about the service, customer service was unpleasant to deal with for the most part, they caused me financial loses and left me stranded on vacation with overdrafts in my bank account and wasted far too much time in the ohone with people who could not be helpful. I again am requesting a total of $500 off the service.
Sincerely,
[redacted]

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 have been in contact with the
customer, and he has confirmed that the installation is completed and that he
is satisfied. We appreciate the customer’s feedback.

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and mailed her refund check. We appreciate the customer’s feedback and consider this matter resolved.

We appreciate the customer contacting us regarding their concerns. We have confirmed that the customer was not charged twice, however for customer satisfaction and goodwill, we have agreed to waive the $800 balance. We thank the customer for their feedback.

Better Business...

Bureau:
 Although I do appreciate that Luna is finally taking responsibility for their poor workmanship I do find their business practice to be quite deceitful and unprofessional.  They had attempted through many delays and eventually an attempt to falsely blame the customer. Only when a formal Revdex.com complaint was filed did they respond. We were blamed fir tge excessive moisture. And now that they are taking blame tbey claim the moisture is fine in order to substitute replacing the entire floor for a less costly repair.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/06) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered an accommodation for the inconveniences. The customer accepted this offer. We appreciate the customer's feedback and look forward to...

amicably resolving this matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My wife and I accept the agreed upon refund of $175 from Luna to close our dispute. We feel this is a fair compensation for all the trouble we have had to go through. We hope that Luna can learn from this situation and no other customer has to go through what we did.

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and advised that the stairs need to be reordered and that they can take up to eight weeks to receive. For customer satisfaction, we offered the customer a discount with a signed agreement, and he...

accepted this offer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.