Luna Flooring

We appreciate the customer contacting us regarding their concernsThe customer has retained an attorney We have sent a response letter to the customer’s attorneyWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: [redacted] I am rejecting this response because:While Luna's response time and attentiveness has greatly improved since registering a complaint with the Revdex.com, my floor is currently only scheduled to be replaced Considering the installation problems previously, I am inclined to keep the complaint active until after the replacement installation is complete and until we have reached an agreement on a partial refund Sincerely, [redacted]

I have never dealt with such poor customer service ! When I settled on Luna I was suppose to get different promotionsOne promotion was for buy room and get the other freeThe other promotion was off from the website I did not get eitherI called eight seperate times weeks prior to installationI was promised a call back within 1-business days I never received oneI even went to a management level where they promised someone would call me back in one business day , again nothingI threatened to cancel which sparks a chain of alerts, still nothingI even filled out a survey with a poor review for them a couple days later after installation , and nothing That was with a check box saying I wanted a call back All the phone numbers on my account were correct The only reason I didn't cancel was because I could not change the date of installationThis was terrible customer service and how they treat their customers are beyond disappointing

We appreciate the customer contacting us regarding their concernsThe local office has scheduled service for Saturday, September 10th

We appreciate the customer contacting us regarding their concerns We have scheduled for completion of the stairs, and discounted the order for any inconvenience this may have caused

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and awaiting the credit to the bill to hopefully resolve the complaint Sincerely, [redacted] ***

We’ve spoken with the customer and have scheduled service for December 7th

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and the accommodation has been processed as agreedWe appreciate the customer’s feedback and consider this matter resolved

Revdex.com: I am closing the case however still dissapointed in the quality of the floorsI was sold on the floors due their durability and within a few monthsMild usage on the floors has shown this damageVery dissapointed in quality 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, Candace [redacted]

Complaint: [redacted] I am rejecting this response because: I was told check would be sent via [redacted] by [redacted] on Sept 23rdI 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 dateIt is Sept 30th, I still have not received check or a call back from ***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 callAttempted to contact again today, voicemail box fullSpoke with [redacted] and was informed check was not [redacted] **ed but sent via regular mail, and agreed I should have received by nowShe 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 timeMy next step will be to file a complain through the consumer protection bureau Sincerely, [redacted] ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and scheduled site inspection for October62, We will review the inspection and take the next measures based on the results of the inspection findingsWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We are scheduled for replacement of the customer's flooring for Friday, October 7th

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer, inspected the hardwood flooring and have filed a manufacturer warranty claim on the customer’s behalfOnce we have a response from the manufacturer we will discuss the claim with them We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsWe have spoken with the customerWe are still in discussion regarding the cost and payments made for additional work above the original contract The customer is aware of these discussions and we have agreed to reconvene on Monday 10/2/to finalize and agreement We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding her concerns. Luna has an appointment to inspect the customer's carpeting on April 18, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding her concerns We regret the delay in the refund for the cancelled orderWe have spoken with the customer and verified the address, and we sent out a new check and provided the customer with the check numberWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concerns "Arial",sans-serif;">The local office has discussed with the customer and have reached an amicable resolution to the issueWe thank the customer for their feedback and apologize for any inconvenience

We appreciate the customer contacting us regarding their concernsThe local office has spoken to the customer by telephone and scheduled inspection on February 7,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] While I still find the business' overall customer service regarding this issue to be extremely poor due to needing to contact them multiple times just to get to this point, they took our complaint with you seriously and I ultimately find that this resolution is satisfactory to meI hope the business makes improvements to their customer service practices so that other customers do not have to jump through as many hoops and have as many headaches requiring repeated calls to multiple locations to resolve issues as I have had Sincerely, [redacted]

We sent a copy of the consumer’s contract via [redacted] The consumer received the paper copy of his contract on 4/25/We then spoke to the consumer, reviewed the contract with him and answered all question presented to usThe 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, We did not act unethically or unlawfully in regards to the contractual transactionWe understand the consumer did not want to continue to conduct business with us, so we cancelled the order and refunded the deposit as requestedThe consumer will receive the deposit funds back to their account within 3-business days The consumer has asked for an investigation of our business practices, which we feel is not warrantedWe conduct ourselves both ethically and legally in all our business practicesWe have been an accredited business with the Revdex.com since and currently carry an A- ratingWe have honored the demands of the consumer and consider and this matter resolved