Luna Flooring

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and processed the necessary price adjustment. We appreciate the customer’s feedback and look forward to amicably...

resolving this matter.

We appreciate the customer contacting us regarding their concerns.   Repairs were begun on August 24th; we are scheduled to complete repairs on September 10th.

I am very disappointed with the matted carpeting on my stairs after seven months. Also, the price was too much. We should have done more homework on carpet prices, and that is on us. Honestly, we got ripped off. Beware! HIGHLY NOT RECOMMENDED!

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, discussed their concerns with the laminate contracted and have cancelled the laminate order and refunded their deposit. We appreciate the customer’s feedback and consider this matter resolved.

We appreciate the customer contacting us regarding their concerns.  We inspected the carpet to determine the root cause of the customer’s concerns with the flooring.  The inspection was submitted to the manufacturer. The manufacturer determined the installed carpet was free of...

manufacturing defects. We have spoken to the customer and for customer satisfaction and goodwill has offered replacement of the carpet with a different carpet of equal value at no additional cost to the customer. We have an appointment for the customer to view carpet samples on May 10, 2017. If the customer chose a carpet with a higher price point the customer will be responsible for the price difference. Once the customer has selected a different carpet we will contact the customer to schedule the replacement.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Attn: Documentation Department

Gentlemen:

On October 22, 2014, Luna salesman Frank presented his samples and after two and a half hours we selected and signed a sales agreement to have carpeted five rooms and four sets of stairs (steps) in our home. At that time, we presented him with a down payment of $3,000 toward a total price of $7,000 that included material and labor.

When asked about the 70% off the carpet as stated in every ad and commercial we were told “oh that’s off cheaper quality discontinued carpet” would you like to see those samples? I didn’t bring any of those in.
BATE AND SWITCH!!

Well against my better judgment, on November 1, 2014, installation was done but we did not receive the product or proper installation as presented by the salesperson.

**In one room, the color was not what had been selected.
**In another, two different sizes of padding were used.
**Floor boards and stair risers were severely damaged.
**In two rooms, air vents were carpeted over and not cut out.
**Debris (old padding, dirt and leaves that the installers brought in) was left under the carpeting as well as throughout the house after installation.
**In master bedroom, carpet was not tacked down in one area and steps were not properly carpeted and metal stripping was not placed at doorway between
carpet and bathroom.
**Prior to installation, they removed old carpet but failed to properly clean floors prior to new carpet being installed.
**Nails and staples still protrude from installed areas causing injury to myself and two others by walking on them.
**In mutable rooms, the carpeting has been cut too short leaving a gap. In some areas small pieces were cut and wedged in these gaps to give the illusion of being installed correctly.
**On the partially carpeted steps at the entry way, installation was poorly done with visible seems and the wood has been damaged.

On November 4, 2014, we called Luna to express our concerns but was told the manager would come and inspect our complaints but on November 5, 2014, servicemen were sent instead and only partial repairs were made at this visit. They informed us that a manager would contact us on November 6, 2014, but no calls were received. On November 8, 2014, we again called and were informed that managers do not work on weekends. We were told that someone would contact us on November 10, 2014, but to no avail. We again called and finally received a callback in early afternoon by a manager named "Tina." She informed us that the earliest service date available would be November 24, 2014. We requested an earlier appointment date due to the holidays and were informed that it was not possible. At that point, we requested that the carpeting be removed and she informed us that based on the servicemen's inspection on November 5, 2014, there was nothing wrong with the carpeting and that it would not be removed. At that point, she hung up on me.

Multiple picture available upon request.

Whatever help you can give us at this point, would be most appreciated.

Sincerely,

[redacted]
[redacted]
[redacted] XXXXX
XXX-XXX-XXXX

I entered a contract with Luna on 10/19/2015 to repair wooden slacks in my daughter's bedroom and the hallway. Luna first charged $2,300 for the service. The representative said I needed the entire floor removed, and plywood put down for strength. However, when the estimator arrived to do a final measure of the job for supplies needed, he said I would be crazy to remove the entire floor, and only need to replace the slacks in certain areas, which reduced the work by more than half. The representative also stated the cost for service should be reduced enlight of the work being less. Yet, Luna only reduced the cost by $400; I gave a $125 deposit. I kept pushing the work date back to reconsider options, plus was unhappy with the price that did not align with the work to be done. The manager and I kept back-and forth, the manager said take your time, and if wont to cancel let him know. Well on June 22, 2016, I called for my deposit. I was told it was approved and should receive within 7-10 business days. Called back on July 13, 2016 for the customer service to say my refund has been approved but not processed. Called back on July 14, 2016 to be transferred around to almost every department. I finally reported to the Consumer Protection Agency, and now informing others of the poor customer service and business practice which board lines fraud and criminal activity. I informed each representative I spoke to on July 14, 2016 of my actions for no surprises, then one said hold-on and contacted a manager who said a check was mailed to you on June 23, 2016. I will see what happens, but my next step is to contact the [redacted] of the poor business practice and criminal activity of stealing consumers money. Lastly, the company is a member of the Revdex.com, but Revdex.com makes it difficult to file a compliant (different from the past), the most is to write a review. There is no protection against companies as this; all beware and do your research!

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered to replace the stairs. The customer is currently considering this offer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.
 
As the customer stated in the complaint, they agreed to apply for financing and was approved for the branded credit card. No order was executed and no funds were charged to the account.

This company has the WORST customer service and installation crew. I WILL NEVER use them again. The first time they rescheduled me twice bc they didn't have them carpet then they mismeasured. After getting the carpet and they upgraded us to make it right we decided to go ahead and use them again..BIG MISTAKE! Their installation crew was supposed to arrive between 8-11am, they didn't call me to let me know they were running late..I had to call them. And found out they would "arrive" at 2 and they didn't get here until almost 4. When calling their customer service they could care less with us. There were other people who needed installations too. Ummm..you were due at my house between 8am-11am and your guys were WAY late and to put carpet in one bedroom and a hallway it took them 4 and a half hours..

We appreciate the customer contacting us regarding their concerns of the open balance.
 
size="3">We have agreed to settle the open balance with the customer, and she has mailed a check for the remaining agreed upon payment.
 
We look forward to resolving this matter amicably.

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 their concerns. We have spoken with the customer and all services were completed on March 1, 2017 to their satisfaction. We appreciate the customer’s feedback and consider this matter resolved.

Complaint: [redacted]
I am rejecting this response because: I was told check would be sent via [redacted] by [redacted] on Sept 23rd. I had asked for a date for which I should received check by and she told me that she would have to call me back with that date. It is Sept 30th, I still have not received check or a call back from [redacted]. Attempted to contact [redacted] Sept 29th but her voicemail box was full again, Left a message with someone in her department to call me back, still no returned call. Attempted to contact again today, voicemail box full. Spoke with [redacted] and was informed check was not [redacted]ed but sent via regular mail, and agreed I should have received by now. She advised me to wait another day and if not delivered they would put a stop on that check and reissue another and send via [redacted]. I do not believe anything verbally told to me by Luna Customer service at this point in time. My next step will be to file a complain through the consumer protection bureau.
Sincerely,
[redacted]

We had an appointment to have installation done this morning Nov. 8'th 2014. We had to pay the contractor who is putting up drywall and doors extra money to bring on an extra crew so their installation would be completed prior to Luna's flooring installation. I received a phone call from Luna the other day confirming their installer would be here today and that he would call us this morning between 6 and 9am to firm up the time. We waited and finally received a call from Luna at 10am stating they had to reschedule. Remodeling is stressful enough without incurring extra expense to work around an installation date that was promised.

We appreciate the customer contacted us regarding their concerns. Based on review, the customer has been offered full replacement of the carpet and vinyl flooring. As the laminate flooring was damaged by water and not covered by warranty, the customer will be responsible for the costs to...

repair/replace the laminate flooring.

We appreciate the customer contacting us regarding her concerns. The customer has confirmed they have received their refund. Luna considers this matter resolved.

We appreciate the customer contacting us regarding his concerns. We have been in contact with the customer and advised that we never agreed to waive the open balance. We offered the customer fifty percent off of his outstanding balance, but the customer has declined this offer. We appreciate the...

customer’s feedback and look forward to amicably resolving this matter.

The installer was unable to complete the installation due to the floor being unlevel. Once the subfloor was fixed, installation was rescheduled. The day prior to the first rescheduled installation, I received a call stating they would not be able to install the flooring due to not having enough installers. The job was rescheduled once again for the following weekend. The day of the second rescheduled installation the installer called to let me know that they would need to reschedule again due to the material not being in stock. The day of the third rescheduled installation I called in the morning to find out what time they would arrive and was told I was on the schedule however they were unable to tell me what time the installer would arrive. I called back again at 1:30pm & was then informed that once again they would not be able to come due to lack of installers. Managers made promises they did not keep & clearly were not capable of keeping. Their communication is terrible.

We appreciate the customer contacting us regarding their concerns.   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.