Luna Flooring

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.

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 have spoken with the customer and agreed on a discounted cost for replacement. The customer will be selecting a new style for the replacement on January 7, 2016. The replacement will be scheduled at the customer’s convenience. 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.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and service is scheduled for June 3, 2016 and June 4, 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 appreciate the companies agreeing to return my funds. However, the company wishes to prohibit me from speaking on my experiences with this company and/or its affiliates etc. This is an infringement of my first amendment by asking me to sign an "agreement" which prohibits me from discussing my experience freely but in fear of repercussions. In addition, there is no set time frame (date) as to when my monies will be returned. The sixty-day reference in said agreement is too broad, however, I was given a specific date as to when the agreement must be returned to the company in order for me to get a full refund. I am willing to negotiate the terms  of the agreement to which would be amicable for all parties.
Sincerely,
[redacted]

We appreciate the customer
contacting us regarding her concerns. We regret the delay in the installation,
and any inconvenience that occurred as a result. We have spoken with the
customer, and she has cancelled the order for the runner, and the refund has
been processed and mailed on November...

17, 2015. We appreciate the customer’s
feedback.

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 details of the resolution were as follows: Customer will select new carpet and padding of her choice (not the same as currently installed). It will be installed at customers convenience.  Old carpet/padding will be removed  by installers/Luna  at no charge to the customer. Customer agreed to  above at a cost of $500.00.
Sincerely,
Lisa [redacted]

We appreciate the customer contacting us regarding their concerns.
 
0pt;">Service has been scheduled with the customer for October 31st and November 2nd. We have also processed a discount as discussed with the customer. 
  
We thank the customer for their feedback.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer have scheduled a sample viewing for 01/05/18.  We have agreed to provide a replacement carpet at a reduced cost to the customer. Once the customer has chosen a carpet we will discuss the next...

steps. 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 come to terms on a monetary accommodation. We appreciate the customer’s feedback and consider this matter resolved.

We appreciate the customer
contacting us regarding her concerns. We have been attempting to contact the
customer via telephone and email to discuss her concerns with the flooring and
the necessary repairs, but we have not yet heard back from her. We look forward
to hearing back from the customer...

and amicably resolving this matter.

We appreciate the customer
contacting us regarding her concerns. We have spoken with the customer and
offered to complete the necessary repairs at no cost. The customer accepted
this offer, and the repairs will be scheduled at her convenience. We appreciate
the customer’s feedback and look...

forward to amicably resolving this matter.

We were very pleased with our entire experience with Luna. The sales representative arrived on time;was very knowledgeable and personable; brought just the right variety of samples for us to look at. He followed up appropriately after his visit, after we placed our order, and then after the installation was complete, too. The installation was scheduled at our convenience. The installers took great care to protect our newly painted walls and baseboards, worked quickly and efficiently, and did a great job. We are very happy with the carpet, pad,and installation, with all of the personnel who helped us, and with the entire process. We got three bids, and Luna's was the best price, too!

We appreciate the customer contacting us regarding their concerns.The local office has discussed with the customer and have reached an amicable resolution to the issue.We thank the customer for their feedback and apologize for any inconvenience.

We appreciate the customer contacting us regarding their concerns.
 
All services were completed on Wednesday July 27th. We apologize for any inconvenience.

We appreciate the customer contacting us regarding their concerns. The local office spoke to the customer and provided a quote for the extra labor and materials at a discounted rate for the inconvenience. The customer advised he would speak with his wife regarding the quote.

I have experienced some of the worst customer service with Luna over the past week. I have called every day for 4 straight days trying to get one simple thing done; schedule an appointment for a service person to come and look at a damaged area of carpet that needs to be replaced. I have been given the run around by every person I spoke with and it has been extremely frustrating. It is not the responsibility of the customer to learn how to navigate the inner workings of your customer service department, that is your role. I tell you what is needed, you route me to the proper person. This sounds so simple and Luna is absolutely horrible at it. If you care at all about this complaint and actually improving your customer service, you will take the time to contact me and I look forward to reply.

Excellent service from start to finish including appointment setting, sales service, installation etc. The product is great. No complaints at all.

Refund Check [redacted] dated October 3, 2016, is scheduled to be delivered today by [redacted]: Tracking no. [redacted].