Luna Flooring

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.

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]

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.

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]

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.

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.

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.

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.

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.

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 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.

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

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 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.

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 their concerns. We have spoken with the customer, offered a discount off the order for customer satisfaction and goodwill, and scheduled service on October 17, 2017. We appreciate the customer’s feedback and look forward to amicably resolving this...

matter.

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.

The experience of working with Luna has far exceeded our expectations. The salesperson at the store in Naperville, Kevin, spent a lot of time with us and helped us identify the best carpeting to meet our needs. The install team of Roberto, Robert, Jorge, and Jesus, were absolutely remarkable professionals. Each of them is very hardworking, detail-oriented, and concerned that their work is perfect in every way. They even helped us move our furniture. If you are currently considering another company, I would strongly advise you to turn to Luna. We are so happy that we did! Product and workmanship at this company is amazing. Thank you!