Luna Flooring

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

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and service is scheduled for March 25, We appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: [redacted] I am rejecting this response because:The damage that was done is going to cost three times the amount they are willing to refund me Sincerely, [redacted]

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and they have selected a replacement productThe customer has requested to schedule the replacement to be conducted at a later dateWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concerns The customer service manager left a voicemail for the customer on Thursday September 22nd to schedule the needed repairs [redacted] can be contacted directly at: [redacted] *

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer, reversed the incorrect charge to her credit card and requested documentation as to the amount of overdraft fees she has incurred, as to provide her reimbursement for the incurred feesCustomer was unwilling to provide any documentation to support the overdraft fees incurred, so Luna for customer satisfaction and goodwill has provided the customer a $accommodationWe appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and processed the necessary price adjustmentWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: [redacted] I am rejecting this response because: to accept the response we would ask that Luna would put something in writing on thier letterhead acknowledging that the Accomidation Letter they required was not considered nor needed for the refund requested, and releasing my wife from the conditions of that letterBecause we wanted our money back and the only way it sempt we could was to sign and return that letter they required, we'd like not only that letter we signed back but also an official release of their terms for the refundWe did receive an email confirming the Accomidation Letter my wife signed was not needed, however it already had been submitted for the refundSo a formal release from that letter and our signed Accomidation Letter back would be acceptable for an agreed closed Revdex.com complaint from usThank you Sincerely, [redacted]

We appreciate the customer contacting us regarding their concernsWe have spoken with the customerWe are scheduled to install carpet and conduct an inspection of their hardwood floors on May 25, We have also explained why additional charges were incurred to rectify sub-floor concerns in order to install the hardwood floors per industry standards We have left negotiations open with the customer for a possible monetary accommodation to the orders once all products have been installed to the customers satisfactionWe appreciate the customer’s feedback and look forward to amicably resolving this matter

My experience with Luna was horrible They made appointments to come and lay down hardwood floors, and they cancelled each time after I had someone at home waiting for them tocome The first time because the product I wanted wasnt available, you would think they would know this The second time was because the product I wanted was ruined in their warehouse, basically a bunch of ** Their prices are not that good and maybe I am lucky because some people have told me their workmanship is terrible Let me save you the aggravation this company will put you through, by telling you to go to a reputable company Luna does not deliver on their promises

We appreciate the customer contacting us regarding their concerns face="Calibri" size="3">The local office contacted the customer and offered repair under the labor warranty

We appreciate the customer expressing their concernsLuna and the customer have agreed to replace the flooring under the installation warranty The replacement is scheduled for April 7,

We appreciate the customer contacting us regarding her concernsWe 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 herWe look forward to hearing back from the customer and amicably resolving this matter

The $deposit was refunded to the credit card used for payment on October 18,

Complaint: [redacted] I am rejecting this response because: after a week and a half of contacting customer service, I was offered to have the carpet replaced at a reduced cost Why would I pay more money to replace something that was perfectly fine before it was destroyed by them, or pay a company with such poor service and practices Further, there are no structural defects with my home Wood floors are being installed today by a reputable flooring company, recommended by both [redacted] and [redacted] flooring He said that when the joist spacing is inches, they just need to run the boards horizontally vs vertically Just as the pergo floors are installed in my son's room across the hall The Luna installer said the joist rule was a Luna requirement (which should have been checked before they made me pay in full and before they destroyed the carpeting), and not industry standard This company should not have a good rating from the Revdex.com Sincerely, [redacted] ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and the customer has agreed to replacement of the installed carpet at a deeply discounted priceThe customer has requested a different carpet style and color to be installedWe have scheduled an appointment for 10/26/to have the customer view carpet samples in the convenience of her homeOnce 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 customerWe appreciate the customer’s feedback and look forward to amicably resolving this matter

This company has the WORST customer service and installation crewI WILL NEVER use them againThe first time they rescheduled me twice bc they didn't have them carpet then they mismeasuredAfter 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 themAnd found out they would "arrive" at and they didn't get here until almost When calling their customer service they could care less with usThere were other people who needed installations tooUmmm..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 and a half hours

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the company did re-stretch the carpetI don't agree with the warranty explanation I received and that I have to professionally have the carpet cleaned to maintain the warrantyExcuses by the company to get out of the warrantyThank you Revdex.com for the assistance! Sincerely, Rich [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 meI have appointment for August I will submit another submission after my husband and I receive the service our warranty should receive 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