Luna Flooring

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 regret the confusion that occurred during the installation. We have spoken with the customer and confirmed that the repairs were completed on March 9, 2016. We appreciate the customer’s feedback.

We sent a copy of the consumer’s contract via [redacted]. The...

consumer received the paper copy of his contract on 4/25/17. We then spoke to the consumer, reviewed the contract with him and answered all question presented to us. The consumer did not feel comfortable continuing with the installation as contracted, so we cancelled the order and provided a refund of his deposit.  We conduct the transaction of the refund on May 1, 2017. We did not act unethically or unlawfully in regards to the contractual transaction. We understand the consumer did not want to continue to conduct business with us, so we cancelled the order and refunded the deposit as requested. The consumer will receive the deposit funds back to their account within 3-5 business days.  The consumer has asked for an investigation of our business practices, which we feel is not warranted. We conduct ourselves both ethically and legally in all our business practices. We have been an accredited business with the Revdex.com since 1998 and currently carry an A- rating. We have honored the demands of the consumer and consider and this matter resolved.

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

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 and scheduled an appointment to view a different product more suitable for her home on May 3, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

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

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.
I will contact you again, if I do not receive a check from Luna by the end of December.
Thank you for your assistance. It is greatly appreciated after many months of frustration. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: although the floor is now fixed I'm still not happy and I'm still requesting a refund.
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and completed services on May 20, 2017. We appreciate the customer’s feedback and consider this matter resolved.

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,
Steven [redacted]

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled site inspection for October 2, 2017. We will review the inspection and take the next measures based on the results of the inspection findings. 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. The kitchen floor will be reinstalled on Monday February 29th at no charge to us.
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled the service for August 17, 2016. 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. We have spoken with the customer and the customer has agreed to replacement of the installed carpet at a deeply discounted price. The customer has requested a different carpet style and color to be installed. We have scheduled an...

appointment for 10/26/17 to have the customer view carpet samples in the convenience of her home. Once the customer has selected a new style and color of carpet we will proceed with the next steps required to complete the replacement of the carpet at the convenience of the customer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Luna has offered to replace the installed carpet on the stairs and vinyl flooring order at no charge as a courtesy.
 
We will also extend our “Luv your floor” guarantee to replace the laminate order for a nominal cost, with a comparable product. Should the customer choose an upgrade, the customer is responsible for the price difference for the material.

Complaint: [redacted]
I am rejecting this response because: We are still owed $400. We never had the floor installed yet were not issued a refund. 
Sincerely,
[redacted]

We have spoken with the customer, and she has decided not to move forward with another assessment. We have advised the customer to contact us if she changes her mind. We appreciate the customer’s feedback and look forward to amicably resolving this matter.