Luna Flooring

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.

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]

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

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]

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 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,
[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.

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]

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.

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.  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.

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.


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The customer service manager spoke with the customer on Wednesday, September 28th regarding their difficulties reaching an associate due to long hold times. We have issued a discount for customer satisfaction and goodwill.
 
We thank the customer for their feedback.

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.

We appreciate the customer
contacting us regarding his concerns. We have spoken with the customer and
confirmed that the check has not been cashed. For customer satisfaction, we
have agreed to refund the customer the stop payment fee. 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.

We appreciate the customer contacting us regarding their concerns.
 
0pt;">Per the customer’s request, the order has been canceled and we have refunded the full deposit back to the credit card used for payment
 
We thank the customer for their feedback, and look forward to working with the customer on future home improvement projects.

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.