Luna Flooring

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.

I've read many customer reviews but have never taken the time to write one myself - good or bad. Luna, unfortunately, has prompted me to write are review - a very bad review. Luna's customer service, its response to customer needs, and its follow up are non-existent at Luna. My regrettable experience has consumed an inordinate amount of my time in my attempt to rectify what began as a small issue. I would have been much better served by using a bricks and mortar carpet retailer. Be aware, be very aware of Luna Carpets.

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.  If there are no issues with the installation of the new carpet, I will consider the matter closed. 
Sincerely,
[redacted]

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered a replacement with a signed agreement. The customer accepted this offer and will be meeting with us on March 4, 2016 to select the style for replacement. We appreciate the customer’s...

feedback and look forward to amicably resolving this matter.

Installers were to arrive between noon and 3pm; they showed at 7pm and pressured me to sign on job completed line and pay full balance prior to loading new product off their truck. I paid a portion and they pounded on floors till 10pm when rightfully halted by residents below. Day scheduled to complete they no showed. Supervisor offerred $1400 off to complete job I considered foregoing. I agreed and again same installers arrived pressuring me to sign off as completed and pay in full prior to starting. I refused till completed. Few hours later they pressured me again to sign and pay and there was a mess yet to clean out. Installers said it was not their "[redacted] job". They left the old removed carpet and nailboards all over the common condo area and staples and nails left all over the floor. I asked if they would leave their own home like that and they bolted saying since I wont pay they are taking the additional room's carpet I was invoiced for. Immediately received collection voicemail from Sparkle. Returned her call three times that day and went thru same one more day. Nobody has called me back. The installers never fully removed the old carpet. New carpet was installed directly over old remnants, old nails and staples. Walk and hear it crunching, destroying the beautiful hardwood beneath. I kick myself for not reading these reviews prior as same complaints apparently are their business model. Steer clear of this company, salesman are nice, installers destroy. I had to clean their mess myself and it was very difficult. The additional contact number provided the Revdex.com here is not a valid number. All quantity and no quality bad business.

Paid thousands of dollars for carpet and laminate. Many issues right away. Laminate had to be replaced in several areas. Carpet looked 10 years old within 4 months. Spent 3 months on phone and email about getting replaced and using the "warranty" they promised. Got no where. Total
Scam.

We appreciate the customer contacting us regarding their concerns. The local customer service manager spoke with the customer, and agreed on a refund due to the price difference of the material installed on the stairs. We thank the customer for their feedback regarding their experience.

We have spoken with the customer and advised that the inspection determined that the issues are due to site related damage. We offered to provide a discounted cost to repair, but the customer decided not to pursue repairs at this time. We appreciate the customer’s feedback.

Complaint:...

[redacted]
I am rejecting this response because:The business knowingly defrauded me as a consumer. Their services were never apologized for because they had a major lack of concern for the events that transpired. I do not believe they have the best interest of their clients in mind and for that reason I do not accept the response from the business as I initiated the cancellation and refund and it was NEVER offered to me nor did they create a resolution suitable for this circumstance to be resolved. I hope they are unable to serve customers in the future after this experience and I urge everyone, everywhere, to never do business with a company founded on these characteristics. 
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and per their request have cancelled the carpet order and refunded their deposit on 11/20/17. We appreciate the customer’s feedback and consider this matter resolved.

Installation was completed on February 17, 2017, and the agreed upon discount was processed. We thank the customer for their feedback.

We appreciate the customer contacting us regarding their concerns.The local office serviced the installed carpet on November 19th. The customer advised they are satisfied. We thank the customer for their feedback.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, have offered to repair the installation concerns and provide an upgrade in padding atno cost to the customer. 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. We are still in discussion regarding the cost and payments made for additional work above the original contract.  The customer is aware of these discussions and we have agreed to reconvene on Monday 10/2/17 to finalize and agreement We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Complaint: [redacted]
I am rejecting this response because:
I have been in contact with [redacted] via phone and email. We are in agreement with them replacing the carpet and the vinyl.  We do not in agreement about the laminate.  The salesman recommended that laminate for the rooms in our house.  and their warranty specifies that they do not warranty flooding.  We did not have flooding it was from a drop of water in between the planks that caused buckling.  However, as a courtesy we will review their offer of the laminate and send another in regards at a later date to that offer. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Issues unresolved.  First Luna Inspector explained that the floors installed receive many complaints as they are not properly represented on the samples used in sales meeting.  Second inspector, who was the Field Superintendent had visible disgust and repeatedly stated "lazy" when examining the installation.  He said the salesman was setting false expectations in order to make the sale and remarked the installed floors never should have been sold (that the floors are only as similar as a tree in that they are both wood).  He provided a solution that would best remedy the situation.  This would involve modification to our original floors in the kitchen and would require quarter-round at the base of all our cabinets. Though not desired, in order to remedy the situation, we were willing to allow the modification.  The Field Inspector also explained the need to remove and replace two areas on installed flooring in order to allow for a proper edge at the carpeted areas, thus eliminating the use of transition pieces. He recommended removal and replacement of boards to eliminate gaps. It was also discovered that a moisture barrier was not used throughout the installation.  Lastly, he explained the process necessary to repair the damaged carpet pad.  Despite his solution plan being the best possible, Luna offered to do the modifications he suggested only if we agreed to invest an additional $1,100 (and we would have to ignore the lack of moisture barrier in areas, have wood filler used to repair the gaps, curtains would be sent out for cleaning leaving us without window covering for extended period of time and in order to expedite this remedy, transitions would be used in some areas so flooring in those areas would not need to be redone).  Since the deadline for a Revdex.com response has passed, Luna has not returned calls or emailed to provide any other suggestion.  It is now 28 days since our initial complaint to Luna. Luna is aware that this flooring investment was done to help sell our house,  but due to their negligence,  we have had to cancel four open houses, reject showing requests and have our house age on the sales market while we wait for a remedy.  This nightmare has cost us so much.  Luna allowing so much time to pass without resolution and offering a solution that would cost us more money defines the adage, "adding insult to injury".
Sincerely,
[redacted]

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

We appreciate the customer contacting us regarding their concerns. The customer has expressed her request that Luna no longer contact regarding any matter. We have place a no call request on the customer’s account. We appreciate the customer’s feedback and consider this matter closed.

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 appreciate the customer contacting us regarding their concerns. We have spoken with the customer and all services were completed on March 17, 2017. We appreciate the customer’s feedback and consider this matter resolved.