Luna Flooring

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and scheduled the service for August 17, 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 carpetLuna was supposed to install carpet first We made the appointment 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 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

We appreciate the customer contacting us regarding their concerns We inspected the carpet to determine the root cause of the customer’s concerns with the flooring The inspection was submitted to the manufacturerThe manufacturer determined the installed carpet was free of manufacturing defectsWe have spoken to the customer and for customer satisfaction and goodwill has offered replacement of the carpet with a different carpet of equal value at no additional cost to the customerWe have an appointment for the customer to view carpet samples on May 10, If the customer chose a carpet with a higher price point the customer will be responsible for the price differenceOnce the customer has selected a different carpet we will contact the customer to schedule the replacement We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and advised that the stairs need to be reordered and that they can take up to eight weeks to receiveFor customer satisfaction, we offered the customer a discount with a signed agreement, and he accepted this offerWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Great company Loved the services provided Will contact them in the future for other services Reasonable pricingC***

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer, and the molding repair is scheduled for January 2, Per the results of the third party inspection, there are no defects with the carpet, but for customer satisfaction and good will, we offered to replace the carpet at a discounted costThe customer declined this offer, but we remain willing to replace at the discounted costWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: [redacted] I am rejecting this response because:the company is still making promises they do not follow through onThey have contacted me, but have not given any clear answers or solutionsI've only gotten the run aroundAt this point I just want a refundNot a resolution Sincerely, [redacted] ***

When our professional installer arrived and assessed the installation they determined the subfloor needed extensive repairs in order to install the laminate flooring to the guidelines set forth by the manufacturer The subfloor had high spots that required sanding, low spots that need to be filled, and an additional layer of subfloor installed to add strength These repairs were not part of the original quote provided by the sales consultantThe customer signed off on the contract that additional subfloor work discovered at the time of installation could result in additional chargesWe provided a quote to rectify the subfloor to meet the manufacturer’s requirements to install laminate flooring, but the customer declined the additional workWe have cancelled the contract and provided the customer a full refund of their deposit We consider this matter addressed at this time

We ordered flooring from Luna, and it was installed to our satisfaction However, we financed the flooring for months and, after about months, they called us, wanting an extra $500, because they supposedly forgot to charge the deposit to our credit card I told them to produce paperwork to back up their claim, and they never did Then they sent it to collection I told them the same thing - show me paperwork Collection agency hasn't bothered me in months NOW, I just got cc'd into an email thread about another customer of theirs, who I have no connection to They included a copy of the installation slip, which has the guy's birthyear and the last digits of his social security number! The flooring people were fine - but their financing people are totally clueless, and careless!

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered to replace the hardwood floorThe customer accepted this offer, and the replacement is scheduled for October 26, For customer satisfaction, we also offered an upgraded carpet at no cost, with a signed releaseWe appreciate the customer's feedback and look forward to amicably resolving this matter

I have to say that I went into things very optimistic A family member had work done by Luna and recommend them We got a few quotes , and went with Luna for the price and quality of product We signed up to put hardwood floors on the ground floor of our house along with the stairs and hallway upstairs We got confirmation that the material would arrive on Friday the following week and them be installed the following Monday through Friday We were told they would do one room at a time in order to make things easier for my family On Monday, the installers arrived and told me that the stair trends didn't come in the finish we chose for the rest of the flooring They then proceeded to rip out all the rooms at once minus the hallway Following this, they tried to charge me an additional $to level the subfloor on a house that was built less than two years ago They worked all Monday and Tuesday I was told that they would be back on Wednesday to finish up Wednesday morning, no one showed I called and was either left on hold or hung up on for an hour before finally getting connected with the installer I was told they didn't order enough wood and needed to wait for another shipment coming in that Friday They would then be back the following Monday to finish This meant a week of living in a 3/done construction zone Monday they arise, and I'm told there is an additional charge for hanging the closet doors back I would not recommend Luna to anyone looking to more than a small, one room, project

Luna was absolutely exceptional from beginning to end with my carpet installation serviceI picked out my carpet in February but was not able to actually have my carpet installed until **cember 19, due to a renovation that had to take place before the carpet could go downMy carpet order had to be placed on hold and the professional I spoke with was [redacted] Mrs [redacted] was very courteous, understanding and patient with my situationShe was willing to delay and reschedule my installation several timesAlso during that process she even informed me about a price decrease due to a better sale than what I already receivedThis change by Mrs [redacted] decreased my balance owed and assisted me in paying off my carpetWhen the time came for installation, I waited so long that I didn't even recognize the color of the carpet so I sent the carpet back and had to have Jason [redacted] come out a second time to show carpet samplesMr [redacted] was very patient as well even with this being his second time coming out to my homeIn the end the oversight of the color was on me and I went with the original carpet colors I chose the first timeOn the day of installation the carpet installers were pleasant and neat tooI was pleased with the quality of their services I will definitely return to Luna for my hardwood flooring when Spring rolls back aroundNothing but the best from LunaThank you so much Mrs [redacted] and Mr [redacted] for helping a first time homeowner through a stressful process

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and she has received her refund checkWe appreciate the customer’s feedback and consider the matter resolved

We appreciate the customer contacting us regarding their concernsInstallation was completed on October 29th and November 1stWe have left messages for the customer offering an additional discount for the inconvenience

We appreciate the customer contacting us regarding their concerns Repairs were begun on August 24th; we are scheduled to complete repairs on September 10th

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer; the installation was completed and we have come to terms on a monetary aallowanceWe appreciate the customer’s feedback and consider this matter resolved

Complaint: [redacted] I am rejecting this response because: From:Leslie [redacted] [mailto:l***[email protected]]Sent:Thursday, October 19, 3:PMTo:Revdex.com Info Subject:RE: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint # [redacted] Hello,I responded last week as to the issue had not been resolvedAn appointment was scheduled for this past TuesOct 17thWho should I contact now as to the outcome of this issue?Thank You,Leslie ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and scheduled the service for April 27, We appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: [redacted] I am rejecting this response because:The business knowingly defrauded me as a consumerTheir services were never apologized for because they had a major lack of concern for the events that transpiredI 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 resolvedI 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 concernsWe have spoken with the customer and the replacement of the laminate flooring was completed on February 15, We appreciate the customer’s feedback and consider this matter resolved