Luna Flooring

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the replacement of the laminate flooring was completed on February 15, 2017. We appreciate the customer’s feedback and consider this matter resolved.

We appreciate the customer contacting us regarding her concerns.  Luna completed the installation to the customers satisfaction on 4/2/16.  Luna considers this matter resolved.

We are scheduled for replacement of the customer's flooring for Friday, October 7th.

We appreciate the customer contacting us regarding our concerns.
The regional manager spoke with the...

customer on Friday January 13th. The vendor is scheduled to ship in February 2nd. We have asked the vendor if they can improve on this date.

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,
Dianne King [redacted]

We appreciate the customer contacted us regarding their concerns.

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Based on review, the customer has been offered full replacement. The local office has contacted the customer to schedule.

Complaint: [redacted]
I am rejecting this response...

because:The quality of the carpet is very poor and not the quality of carpet that was described during the sale. Luna needs to replace this carpet with good quality carpet that will hold up AT THEIR COST. I shouldn't have to be responsible for their mistake, they need to cover the new product and their labor to install it or they can refund all of my money and I can go to a reliable company.
Sincerely,
[redacted]

We came to an agreement with the customer and are completing the installation today.

A sales associate from Luna visited our home on May 23, 2016 and measured our basement and two upstairs bedrooms for carpeting. We also wanted a price for laminate baseboards in the basement, extending into the hallway and bathroom. We reviewed our carpeting options, as well as different tones for the baseboards, and came to what we believed was an amicable deal in terms of pricing and an installation date for both baseboard and carpet of June 1, 2016.
I spoke with Luna on three separate occasions leading up to the scheduled installation date of June 1, 2016, ensuring that both baseboards and carpet would be installed on the same day. Every Luna representative I spoke to stated, "Yes, it is in the order, so it will be installed on that day."
Even today, on June 1, 2016, a Luna representative called during the morning, in order to alert us that the installation crew would be arriving between 12-4PM. Again, I asked her if they were sure that they could guarantee that all of the carpet and baseboards would be installed by today. She sounded confident, and said, "of course."
At around 2PM today, June 1, 2016, Luna's carpet installation crew arrived and started looking around the house. My wife asked to see the baseboards that they would be installing and the installation technician stated that they did not have any baseboards with them and that they were just installing the carpet. As this was the opposite of what we were told by three separate Luna representatives in the week leading up to this installation date, I called Luna's customer service line.
A representative named "Sparkle" answered the phone, and told me that the baseboards were on the order with the carpet, but they should not have been, as a separate crew has to perform that installation. I asked her when the soonest was that someone could come and install the baseboards, and I proceeded to sit on hold for - no exaggeration - half an hour. She came back without a clear answer of when they could install the baseboards. She stated that we should just let them install the carpet now, and then the baseboards whenever they order them and could come to install them. I was shocked that the baseboards were never even ordered. How could it be that three separate Luna representatives were so convinced that the baseboard and carpet would be installed on June 1, 2016, when that was obviously not going to happen, according to Sparkle.
My wife then took the phone in order to speak with the representative, and stated that we would like to cancel the order and would like our deposit back. The representative then stated, "Okay!", as if it was the greatest idea ever. Sparkle stated that she would transfer her to the Credit/Billing Department, and then hung up on my wife.
This has been a terrible experience, and I have found Luna to be less than honest in their dealings. They make promises they cannot keep, and do not wish to be held accountable for their actions. I cannot see myself ever doing business with Luna again, or recommending any of my friends, family, or co-workers to do so.

Complaint: [redacted]
I am rejecting this response because: it is now nearly 2 weeks since this check was mailed and it is still not in my possession
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 appreciate the customer contacting us regarding their concerns.
"Arial",sans-serif;">The General Manager has attempted to personally speak to the customer but was only able to leave a message.
We have discounted the order for customer satisfaction and goodwill; we thank the customer for their feedback regarding their order.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, inspected the hardwood flooring and have filed a manufacturer warranty claim on the customer’s behalf. Once we have a response from the manufacturer we will discuss the claim with them.  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 attempted to speak with the customer and agreed to install new hardwood flooring in their kitchen as to keep the cohesiveness with the recently installed dining room floors. We have also contracted to have the window treatments cleaned at no 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, agreed to a monetary accommodation which was processed on January 9, 2018. We appreciate the customer’s feedback and consider this matter resolved.

My entire experience with LUNA including sales, customer service, scheduling, installation and billing was outstanding.

Several months ago I discovered a small dent in my floor in my bedroom. I made the bad decision to use wood filler to smooth out the dent. By the end of the week, the dent had become a hole. On May 27th I obtained an estimate from Luna for new flooring in two rooms in my home as they were advertising a 2 for 1 sale and I saw this as an opportunity to get the hole fixed and get new flooring. At the free in-home estimate I showed the hole to the Luna salesman because I thought that they might have to fix the floor before installing the tile and the carpet. He assured me that they would decide what to do when they came to do the installation. 3 years ago Luna installed carpet in my living room and I was satisfied with the process. I now wish that I had read the reviews on [redacted].
June 10th the installers came. I showed them the hole. They assured me that they could go forward with the installation. Thing is, looking back at it, the installers had an accent and I am not sure that they would fix or just cover the hole. Thing is, it didn’t occur to me that anyone would put a layer of carpet over a hole. But that is what they did. I am a 63 year old, disabled retiree and I didn’t realize what they had done until bedtime when I rolled my motorized wheelchair over the spot and the wheels got stuck. I called Luna and complained. The customer service rep I talked to was very sympathetic and said that I would get a call from someone on Monday. On Monday, the 13th, I received a call from a woman from Luna. She made it clear that the installers would not return and that, as far as Luna was concerned, the matter was closed. She said that if I wanted, someone from Luna could come to my house and assess the hole situation. Then they could pull up the carpet and fix the hole at considerate cost to me. I wondered aloud if it would be better to just get another company to pull up the carpet, fix the hole, and relay the carpet. She then began yelling at me. I was then told that she had offered to fix the problem and that I wasn’t listening. So, I told her what she had said, with the emphasis on “considerate”. I also told her that the installers told me to find someone to shave my door as it would not close because of the carpet. Then they left all the packing material from the carpet, lots of plastic and cardboard, on the ground next to the garbage can. Then I felt that since I am a woman in a wheelchair they just took advantage of me. Then she said that I was wasting her time and that she did not have time to talk to someone as confrontational as I. I asked her why she seemed angry when I was the one with a hole in my floor!
That seemed to really set her off. I couldn’t believe how unprofessional and rude she was.
So

We appreciate the customer
contacting us regarding his concerns. We regret the delay in processing the
refund and any inconvenience that occurred as a result. We have spoken with the
customer and advised that the refund has been processed, and we will follow up
with him to ensure he receives it....

We appreciate the customer’s feedback.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer.  We installed the correct padding per the signed contract. We have offered to replace the pad at a deeply discounted rate. We appreciate the customer’s feedback and look forward to amicably...

resolving this matter.

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 consultant. The customer signed off on the contract that additional subfloor work discovered at the time of installation could result in additional charges. We provided a quote to rectify the subfloor to meet the manufacturer’s requirements to install laminate flooring, but the customer declined the additional work. We have cancelled the contract and provided the customer a full refund of their deposit.  We consider this matter addressed at this time.