Luna Flooring

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.

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.

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 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.

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]

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.
 
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.

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 appreciate the customer contacting us regarding their concerns. The customer is approved for replacement under warranty. We have made several attempts to contact the customer to schedule. 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.

We appreciate the customer contacting us regarding their concerns.
Unfortunately the hard surface flooring could...

not be installed due to structural defects. We have offered to replace the carpet that was damaged when the installation was attempted.

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]

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.

Complaint: [redacted]
I am rejecting this response because:Before I signed the contract, the Luna Flooring Specialist explained the contract to me because I was my first time purchasing flooring and installation service. He told me 1. all rooms are included and 2. no hidden or extra fees or charges, the price includes everything. My wife and I double checked with him about these and he assured me of those. Turns out both were lies. Later he claimed that he never measured the bedroom because he thought I did not want the bedroom done and he would come to measure it. The fact is he did measure it and the measurement is in Luna's system. So basically he lured me into the contract with a lower price and covered up the lies when explaining the contract to me. When they came and removed my old carpet and tiles, I was told that Luna would not do floor leveling. I confirmed this with both the installer and Luna customer service. So I hired a general contractor to do the job. Then they came again and said they still had to do the leveling but interestingly they could do it this time. So this time with my carpet and tiles gone, they forced me to use their leveling service, which they claimed they could not do when they first came, at an additional price to the contract. Now after I filed the complaint, they told me I still have an open balance of over two thousand dollars. I have never been contacted about this open balance and I was told I paid my balance off when they paid my last payment of $412 on Aug 23. They only choose to tell me this after I filed the complaint, which feels like a retaliation to me. For the baseboard I was told by the same Flooring Specialist that it would be $200 to $300 in addition to the contract. I accepted this and I am willing to pay $300 (the upper limit of the estimation) for goodwill. Throughout the whole process, Luna has made plenty of lies and mistakes. I am not paying for these. As a service provider Luna should not lure customer with a lower price than competitors when that price does not include what they tell the customer are included. It is unethical and disgraceful to fool first time customers like me. And now they come back and ask me to pay more in response to my complaint. Isn't this ridiculous? 
Sincerely,
Hao [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.

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.

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]

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]