Luna Flooring

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, the inspection determined the flooring was free of any manufacturer or installation defects, and offered to conduct necessary repairs at a discounted cost to the customer. We appreciate the... customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns "Arial We have offered to replace the installed carpet under our “Love Your Floors” guarantee at a greatly reduced priceThe customer has declined our offer of replacement

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!

Per our previous correspondence, we have thoroughly reviewed the customer’s orderWe have confirmed that the carpet installed was the correct style and color per contractFurther, the customer confirmed the correct product prior to installationOur “Love Your Floors Promise” provides replacement for any reason with an equal or lesser priced product for only the cost of laborUpgraded products are also available if the customer wishes to pay the price differenceWe are sorry the customer is dissatisfied with their selected carpet

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and come to terms on a monetary accommodation that will be concluded once the final repairs have been conductedThe materials order have yet to be received, so once the material has been received in our warehouse we will complete the necessary repair at the customer convenienceWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: [redacted] I am rejecting this response because:Damage was done to the wood flooring during installation, and the flooring has since scratched a great dealLuna contacted me one week ago, after putting in the complaint with Revdex.com, and three months after the flooring was installedWhile I made an initial complaint to Luna, immediately after installation, that complaint was ignored.After making the complaint through Revdex.com, an inspector came out on 2/2/and submitted a report back to Luna, stating that the flooring is scratched from usage, and that there is no way to verify that any damage was done during installation, and therefore we will need to pay for any repairsLuna's supposed "lifetime warranty" apparently is meaningless, and if Luna waits long enough to answer consumer complaints, any damage can be ascribed to the consumerWe are not going to pay for damage that Luna's installer did, simply because Luna ignored our original complaint when the damage was done Sincerely, [redacted]

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 concernsWe have spoken with the customer and they have received their refund checkWe appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding their concernsThe customer is approved for replacement under warrantyWe have made several attempts to contact the customer to scheduleWe 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 customer and scheduled site inspection for August 20, We appreciate the customer’s feedback and look forward to amicably resolving this matter

Better Business Bureau: Although I do appreciate that Luna is finally taking responsibility for their poor workmanship I do find their business practice to be quite deceitful and unprofessional They had attempted through many delays and eventually an attempt to falsely blame the customerOnly when a formal Revdex.com complaint was filed did they respondWe were blamed fir tge excessive moistureAnd now that they are taking blame tbey claim the moisture is fine in order to substitute replacing the entire floor for a less costly repair Sincerely, [redacted]

I was scheduled to get me carpet installed todayI removed the old carpet and moved all the furniture myselfLuna gave me a three hour window for the time of arrival at my houseThey arrived minutes before time was upI had my house ready for new carpet and everything was out of the wayThe guys showed me the carpet to confirm that's what I had ordered and what they had was not what I had purchasedThe carpet was very cheap and extremely thinI told the guys I did not want them to install that because its not what I had orderedI then got on the phone with Luna customer service and told them what was going on and they didn't seem to care at allThey kept telling me that the carpet they had brought was what I ordered and all the paperwork matchesSo that I must be wrong and probably don't remember what carpet I orderedI was told that a manager would be calling me back soon and I still haven't heard back from themI called again and asked to talk to a manager and I told him what was going on and he did not seem to care about the issueAll he kept saying was that if I want to cancel the order he can do it for me with no problemI asked to speak with his boss and he just gave me her name and number then hung upI still don't have my carpet installed, my house is a mess because I have furniture everywhere and Luna doesn't return my calls I called my salesman to see if maybe he could help me out and he said that he is only a salesman for Luna and he cant discuss any issues with me that I need to talk to a managerWorst experience ever, I would NOT recommend this company to anyoneThey're very unprofessional and only care about the customer before they make the purchase, after that they don't care BAIT & SWICTH!!

We appreciate the customer contacting us regarding their concerns.The local office contacted the customer and offered repair under the labor warranty

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered to complete the necessary repairs at no costThe customer accepted this offer, and the repairs will be scheduled at her convenienceWe 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 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 customerCustomer agreed to above at a cost of $ Sincerely, Lisa [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 "Arial",sans-serif;">Per the customer’s request, we have canceled the orderThe full amount of the deposit payment is being refunded to the customerWe thank the customer for their feedback and look forward to working with them on future home improvement projects

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

We have spoken with the customer and advised that the inspection determined that the issues are due to site related damageWe offered to provide a discounted cost to repair, but the customer decided not to pursue repairs at this timeWe appreciate the customer’s feedback

We appreciate the customer contacting us regarding their concerns The customer had previously been offered reimbursement for damages Further, we have offered to inspect the installed carpet for issues under warranty Upon receiving this complaint, the customer service manager left messages for the customer to discuss damages and overall experienceWe look forward to speaking with the customer and resolving their concerns