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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Luna Flooring meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Luna Flooring include:

  • 247 complaint(s) filed against business

Factors that raised the rating for Luna Flooring include:

  • Length of time business has been operating
  • Response to 247 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

247 complaints closed with BBB in last 3 years | 115 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 26
Delivery Issues 26
Guarantee/Warranty Issues 48
Problems with Product/Service 141
Total Closed Complaints 247

Customer Reviews Summary Read customer reviews

36 Customer Reviews on Luna Flooring
Customer Experience Total Customer Reviews
Positive Experience 5
Neutral Experience 0
Negative Experience 31
Total Customer Reviews 36

Additional Information

BBB file opened: July 16, 1998 Business started: 08/01/1958 Business started locally: 08/01/1958
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Paul Carter, Exe. VP Operations Ms. Tina Binette, Director - Customer Service Ms. Letha Holland, Customer Service Manager
Contact Information
Principal: Mr. Paul Carter, Exe. VP Operations
Customer Contact: Ms. Letha Holland, Customer Service Manager
Business Category

Carpet & Rug Dealers - New Floor Materials - Retail Resilient & Vinyl Flooring Floors - Hardwood House Furnishings & Services Floor Coverings & Installation Carpet Installation Floors - Industrial Floors - Laminate Home Improvements Retail Stores Hardwood Floor Contractors Floor Covering Stores (NAICS: 442210)

Alternate Business Names
21st Centrury Florring, LLC Luna Chicago, LLC Luna Chicago, LLC.-Corp. Offices Luna Financial Services, LLC Luna Flooring Luna Gallery-Addison Luna Gallery-Lake Zurich Luna Gallery-Naperville Luna Gallery-Schaumburg Luna Gallery-Wheeling
Additional Information

Luna Flooring has requested that before filing a BBB complaint, consumers contact Letha Holland at lholland@luna.com or 708-836-8954.

Please understand that you can file a complaint with the BBB now or at any time during this process. It is our hope that Luna Flooring will resolve the matter for you in an expedient manner.


Customer Review Rating plus BBB Rating Summary

Luna Flooring has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A-.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1099 W. Lake St.

    Addison, IL 60101

  • 1253 E Golf Road

    Schaumburg, IL 60173

  • 1320 N. Route 59
    #100

    Naperville, IL 60563

  • 333 Northwest Ave

    Northlake, IL 60164

  • 333 Northwest Avenue

    Northlake, IL 60164

  • 52 S Milwaukee Ave

    Wheeling, IL 60090

  • 750 S Rand Road

    Lake Zurich, IL 60047

  • THIS LOCATION IS NOT BBB ACCREDITED

    9004 Yellow Brick Rd

    Baltimore, MD 21237 (877) 241-5862

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/30/2016 Advertising/Sales Issues
8/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We hired, and paid, Luna to install carpet on our upper level and stairs. When they came out, the carpet they brought did not look like the sample we selected. We were told to install the carpet anyway, and the sales rep would come out 2 days later to compare the samples. Half way through the installation, the contractor told us they did not have enough carpet to finish the job, and that our stairs would have to remain uncarpeted until they return. it has now been three days, and no one has contacted us to finish the job, and no one in customer service has been able to tell us when this will be resolved. They offer next day installation, and took our money, but apparently cannot do same day job completion. I am 6 months pregnant, and we have 3 dogs in our home, and exposed tacks and unsecured carpet has created an unsafe hazard in our home. I also want to formally contest the product we received, and have it tested by the manufacturer for authenticity. When the sales rep came, he even said they looked different, but tried to tell us that the samples are supposed to look different. I feel we were shown a higher quality product than what was delivered, and feel they falsely advertised both their products and their services. They also are making no effort to rectify the situation, yet they still have 100% of the money I owed them. I feel this is a breach of contract.

Desired Settlement: I would like the job completed, FULLY within 2 days. I would also either like the same carpet we were shown to be installed, or at least testing of the carpet used to compare the authenticity. I also feel some type of monetary compensation should be offered to account for not only the hassle and headache, but also for time missed at work, and consideration for the hazard created. Should injury result from their lack of completion, I feel medical compensation would also be warranted.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The local office contacted the customer on Friday August 19th to confirm satisfaction with the installation. We have also credited the customer’s invoice for the inconvenience.  We appreciate their patience regarding the matter.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that while not ideal, this resolution will suffice.

Sincerely,

******** *****

8/22/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Installer left job unfinished on stair case ,installer also damaged wall surrounding stairs,was told by sales man ,that they were going to paint and fix to professional standards

Desired Settlement: I want the job finished in a professional manner in which I was promised,I don't think they should receive payment until job is done correctly

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled site inspection for August 20, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******

8/19/2016 Problems with Product/Service | Complaint Details Unavailable
8/19/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Luna Flooring has a Lifetime Installation Warranty. As summer approached and now summer is hear, the laminate flooring is buckling due to the lack of expansion room from the installation. I reached out to Luna Flooring on 6/8/2016 about the problem initially. At first, the cost of the repair was identified as 100% cost to me. Then upon a 2nd inspection (7/5) and seeing that the floors in the Dining Room, Living Room, Foyer, and Kitchen are buckling, the entire job needs to be redone - and again the cost to me 100%. I declined. Recent offer was for me to pay 50% of the cost which was over $2000 and I declined. Luna's poor installation caused the issue and I'm not paying any amount for their installation error.

Desired Settlement: At this point, I have no confidence in Luna. I would like a full refund of the cost of the laminate flooring, base boards throughout the house, labor costs, and an additional $500 for painting and supplies that have gone into the initial job. All have to be re-done and nothing can be carried over from their botched install.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled the service for August 29, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

8/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told I was going to be receiving a $150 refund because the installer had to come back out 3 times to fix floor separation and transition strip separation. They said 7-10 business days to receive the money. After almost a month, I have not seem that money. The floor has been paid of since February and after multiple phone calls asking to speak to a manager, who never spoke with me, said they would call me back. NO call. SO I had to call to see where this is. They are now saying 1-3 billing cycles from the loan company. Absurd.

Desired Settlement: Give me more for the amount of the floor (HALF) and cut a check to me that will come fast. I do not want a credit or refund from the loan company, just a check to me.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and issued an accommodation to the customer as agreed. We appreciate the customer’s feedback and consider this matter resolved.

8/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have had ongoing issues with Luna flooring since our install in 4/2015. Material that was sold to us is garbage. Warranty work takes forever. Everyone you talk to is some sort of manager, yet it takes weeks & months to get anything done. Multiple issues with material availability, installs & work delays. Our personal information including address, square footage, product & price paid were disclosed to another customer during a sales pitch. Luna offered a “good deal” on our next room in exchange for the violation. The next room pricing was initially higher per square foot than the first job, the price had to be argued down for a whopping $242 savings. I guess Luna feels that $242 is the selling price for violating our privacy. We’ve played phone and email tag for months, had to submit our own pictures & threaten legal action to get warranty work completed. They have been no-call no-shows for appointments that we waited at home & wasted our day for. Priority installs aren’t a priority at all – the crew is sent to other jobs first. Birthday dinner plans were ruined & reservations delayed because of their “prioritizing” – yes this was explained before we made the appointment. Unfinished trim put down & tacky gold transition strips – had to argue & plead for matching materials. After the second job was completed, needed warranty work again – product separating at seems leaving gaps in flooring. Most recent “repairs” done 7/1/ 2016 – dissatisfied with work. One of the gaps was fixed using wood filler – a bandaid instead of fixing the problem. White caulk used to seal seams of wood grain trim near doors. Luna has no regard for the hassles, time & aggravation they cause their customers. “We want you to LOVE your floors” Hah! What a joke. Luna should stop selling garbage to their customers & go through a little customer service training. I’d love for the CEO to go through what we’ve been through & love his floors too. I have a detailed journal with more information.

Desired Settlement: We would like to have quality flooring installed. Luxury vinyl plank flooring was sold to us under the impression that it was durable. The materials Luna sold us are complete garbage. New floors should not bubble, peel, chip, crack, or separate. Trim should have minimal seams with matching caulk. We would like quality customer service, not the run-around every time we have a problem. We want to “love our floors.”

Business Response:

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

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** ********

8/12/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have been very disappointed in the customer service I have received from Luna. The issue began with part of my two month old laminate flooring popping up. It took several phone calls with unreturned messages to get an inspection scheduled. The first inspection scheduled resulted in a no call/no show with no apology for this afterwards. It took several calls to get a second inspection scheduled. The inspector informed me that humidity was high and that I should invest in a dehumidifier and that if this didn't help after a couple weeks, he would then fix it. I called back two weeks later to inform Luna that the dehumidifier did not help, and again it took several calls to speak to someone about scheduling the repair. At this time, I was informed it would cost me $350 to fix the problem because it was a humidity issue. This is after I spent $200 on a dehumidifier. No inspection was made since I invested in the dehumidifier. Neither at the time of the sale or the time of the installation was I informed that this could be an issue, so I don't see how it is fair that I am being blamed for the issue and have to pay for the repair. Between the poor customer service and having faulty flooring after only three months, I am very disappointed with Luna.

Desired Settlement: I would like Luna to acknowledge the investment I have made in my flooring and that it is inappropriate that it is faulty after only three months. I feel they should cover the repair. I always have my windows closed in the summer months and run my ac 24/7. I also invested in a dehumidifier. I don't think I should have to pay 350 for it to be fixed. I also think Luna should improve customer service and provide customers with proper follow up and apologize for no call/no show appointments.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and we will be conducting repairs at a discounted cost to the customer.  The services are scheduled for August 20, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This is still pending Luna showing up and completing the repair on August 20th. 

Sincerely,

******** *********

8/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: repairs needed for laminate flooring job done by Luna in February. Called customer service - scheduled inspector for 7/14. Customer service rep (*******) called and scheduled appointment for 8/2. Took off on 8/2 and Luna did not show up. Called customer service that night. Talked to **** who said that it was scheduled for 8/2 but the scheduling was not completed by Spackle so it never made it to a tech. **** stated ******* was off 8/2 but would be returning 8/3 and would call to reschedule. It is now 8/5 and have not heard from anyone @7 pm EST.

Desired Settlement: Repair the floor that i am not satisfied with, and have not been satisfied from day one. (see my complaint fro 2/16) Refund me $250.00 for taking off again, for a NO SHOW. If i could i would just like to have the floor taken up , get my money back and pay someone else to do the job.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled the service for August 17, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is some what satisfactory to me. There has been no attempt made to discuss the rebate i ask for.

Sincerely,

***** ******

8/11/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: March 28, 16: Flooring was to be installed. Floor was backordered and Luna failed to notify us of installation date conflict. Called 3 times to find where flooring was. Called and emailed 4 times to complain about no flooring installed. Agreed to $350 refund. April 22, 16: Floor installed a month after original install date. May 2016: Flooring bill did not include $350 refund. Called Luna multiple times to resolve issue. Had to get bank involved too. Second bill was corrected. July 2016: Noticed floor board sticking up and out or floor in kitchen. Called corporate 2-3 times to have someone come look at damaged floor. Finally contact local Luna store who was able to get a hold of someone to schedule a repair consultation. July 18, 2016: Floor inspector came to look at damaged floor. Said it was an installation error and that we would be contacted to get it repaired. Did not leave copy of paper work with us. Two Weeks later... Luna has not called to schedule a repair. Called corporate twice, local store twice, and emailed customer service twice. Again, store was only one to respond. Luna did not have paper work on file for the inspection. July 30, 2016: Corporate finally calls back and says our floor is damaged due to water according to report mysteriously found and said they would repair floor for $600. Water has never been on floor, how is there water damage? Asked a manager to come and inspect floor a second time. August 3, 2016: Manager comes to test and inspect floor. Says his equipment picks up some water on floor. Asked how there could be water if we have never had spills or any other kind of water on floor and floor is 4 months old. No good answer, said installers could have spilled something. Manager said area to repair is 40 sq ft and since we have materials already, should not be $600 (that's just ridiculous).

Desired Settlement: Since there is no good explanation of why there is moisture 'detected' on our floor and the fact that we have had to jump through so many hoops of contacting Luna and getting someone out to look at the floor, we would like this repair done for free and in a timely manner. It is a small area to repair and we have the necessary extra floor boards. "Water damage" without reasonable cause is a poor excuse to not hold up the lifetime warrantee the Luna company so proudly advertises.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and we will be conducting repairs at a discounted cost to the customer.  The services are scheduled for August 18, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. 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 me. I 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,

***** ******

8/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We originally bought carpet and laminate flooring from Luna on 4/10/09. The carpet flooring recently needed to be stretched. That took a few weeks, but was finished. Our laminate flooring, on the 1st floor in the living and dining room, was originally installed in 4/10/09. Within a short time, it buckled along the seams and the flooring was replaced 12/4/10. They didn't have the ******* ***** ******** (******* Collection) anymore as it was discontinued. The installed **** laminate is having the same issues again, but this time in many more areas of the floor. I have been trying to contact Luna since May 2016. I have called more times that I can count, spoke to many CSRs, someone named ******* and finally *******. I have asked for a supervisor. One is never available. I am never offered voicemail. The response to my complaint is always the same "someone will call you in 1-2 days". This never happens. They did finally send someone out to test the floors for water damage. Instead he took pictures on a cell phone. He never tested anything. The first time we had issues with the laminate, they sent someone out to test the floors. Even after the cell phone pictures, nothing! I left a bad review for Luna and suddenly I receive a concerned call from "*******". This was the weekend before July 4th. She promised that they would handle it. I heard back from her Tuesday July 5th, she left a voicemail stating the company was doing a courtesy and would replace the flooring again. (A courtesy??? They offer a lifetime warranty.) I have since called her twice and have not received a response. We are selling our home and these floors need to be replaced. We want our warranty honored, we want the floor replaced ASAP.

Desired Settlement: We want the warranty we were given to be honored by this company. We paid them thousands of dollars, and our laminate was not installed correctly not once, but twice! Our home closes on August 17th. We cannot do that without having our floors replaced.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

All services were completed on Wednesday July 27th. We apologize for any inconvenience.

8/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had an apt set up for 7-18-16 between 4-6 I called at 5:50 to find out where they were she said the sales person didn't answer and to call back at 6:05 pm if they didn't show. Well guess what they didn't show so I called back and was transferred 14 times and hung up on 3 times when asking to speak to a manger. What a joke of a company are you running.

Desired Settlement: I want to talk to someone in charge the president or CEO ONLY : This was a joke and was not a very good experience

Business Response:

We appreciate the customer contacting us regarding their concerns.  We have spoken with the customer, apologized for the missed sales appointment and have a new appointment scheduled for 7/29/16. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

7/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a Luna salesman(manager) come to my home regarding hardwood installation on 1st floor, carpeting on second floor and tile in both bathrooms. The salesmen was aware of radiators in my home and that I also had hardward floors under my carpet and under the hardwood in the dining room. He as also aware that the living room floor has a slight bump in the hardwood, but he said they would level it. Carpeting came first but had some issues with them. 2 doors in one of bedrooms would not close. They said the hardwood guys would fix. I verified this with luna when they called this morning. I took off work and when the installers came in, they took one look at the radiators and said that they would not due this. I made calls to Sales Manager, *****, and he said they would fix it. They tore up my front foyer carpet and padding to see if they could do something about the unlevel section. After me calling Luna and ***** and installers calling their boss, they packed up their stuff and said they could not or would not do the installation. I called Luna, received call from manager and they said that maybe I should have carpeting installed and said they could do that. I already had over 40 boxes of ***** Hardwood flooring in two rooms. I told them to come and take the hardwood away because I signed a contract with then for the whole house and they entered into the contract knowing the issues with my house and assured me it was no problem. I am disputing the carpeting charge because they just picked a % for me to pay for each 3 items. I have taken off a work, which amounts to $558.00 a day for me. The installers damaged my front door when they left, the front foyer of my living room has carpet unattached. I was some compensation for this bad faith contract and all the work I had to do to get the house ready for installation and they did nothing.

Desired Settlement: I want my cost for time off of work, damaged front door, doors fixed on the upstairs so they can be shut and open and revise the carpet cost. They had a 50% off everything plus a credit for making appointment online.

Business Response:

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 experience. We look forward to speaking with the customer and resolving their concerns.

7/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm selling my house, and moving due to military orders. My contract with luna was to replace carpets in both bedrooms. I paid in full. My neighbor was able to let the contractors in to replace carpet, but since I do not live there now.....I was left a voicemail by my neighbor that said they refused to replace the carpet because they found asbestos underneath. I went back to the residence (4 hour drive) to see. All tile is in place, I didnot want my tile replaced....They didn't haul away old carpet, left everything, and has yet to pay me back. My house is still not sellable because I have yet to get carpet installed. I left multiple messages, get put on hold for 34 minutes, then wait for a phone call. I want my money back if they can't provide the service. They refuse!!!!!

Desired Settlement: Give me my money back!!!!! I'm on orders at a military school, I can't wait for them to call me , the service here is not good (Ft. MCCoy, WI). It's been 3 weeks, and company still won't pay me back for the service they were contracted for.

Business Response:

 

We appreciate the customer contacting us regarding their concerns. We have cancelled the order per the customer’s request and refunded the deposit. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *****

7/26/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased hardwood from Luna to be installed weeks before Christmas. When techs came to my home to install the hardwood I was told they would'nt be able to install because I had cement floors and I had to choose another product. I then told *** ***** or ******* that I wanted the same type of wood that would be durable and easy to upkeep. I went to Naperville location choose an egineered wood . When they were installing it we were constantly asking questions about the product because it did'nt have any shine was told in time and as we used Bona for floors we would get the look we wanted. After about a week we noticed the floor started moving a lot and buckling in places. They had an inspector come out to our home 2 times both times he said he thought is was a defect in the product and that it might have been installed improperly. The inslaller came to my home took up all the flooring 3 weeks ago tomorrow. Said he was afraid to install because Luna charges him for mistakes, and that he was contracted with them until the 1st of the year and told them that he would not do any more installs using the product that was installed at my home because of so many customer complaints. PLEASE HELP US .

Desired Settlement: For my family to choose more durable flooring at no cost to us because this has taken way to long to resolve, and if we choose a product that is less expensive we should be entitled our money back. I was told that wood laminate is more durable anyway.

Business Response:

We appreciate the customer contacting us regarding their concerns. The customer is approved for replacement. The customer has chosen an upgraded product and has agreed to a minor upgrade fee. The replacement product has been ordered and replacement will be scheduled at the customer's convenience once carpet has been received. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

7/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an in-home estimate to install new flooring in my basement. Based on discussion with the sales representative, we decided on a combination of carpeting and luxury vinyl plank ("LVP"). I was concerned about whether LVP would work because the floor is uneven and expressed this concern to the salesperson. He assured me there was no problem. I again expressed concern when he said they would install the carpet first and then install the LVP the following day. My concern was what would happen if the installers decided they could not install the LVP. He again assured me there would be no issues. So I signed the contract. Today, the LVP was to be installed (after the carpet when in yesterday). The installers informed me they cannot install the LVP because the floor is uneven and that this is not an issue that can be resolved with floor leveler. I called the company to address the issue. There was a 30+ minute wait time. Once I finally spoke with a representative, she did not have a good resolution but said she was going to call the sales team to figure out the total cost if they simply installed carpet and the install team to figure out other options. She said they would get back to me shortly. An hour later, I have not received a call back. Compounding issues, I called back after 30 minutes and chose the option to schedule another in-home estimate. Unlike the 30+ minute wait for service issues, they immediately answered my call when there was a potential to make a sale. Once I explained the issue, the representative said she would see what she could do. Now, I have been on hold again for another 25 minutes waiting for someone from the "service" section to answer the call. This company markets itself has having a "guarantee," but it does not even have staff to address the initial installation if problems arise. They are baiting customers with promise of great service and switching to horrible service.

Desired Settlement: I want the company to resolve their service issues (so others don't have to deal with the same issues I am), but I also want the company to pick up the phone and actually finish my job. The installers have now left and I have a half-finished floor.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The customer’s install is complete. We apologize for any inconvenience this matter caused.

7/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered carpet for house that I'm selling so time is of the essence. They charged the bank account $520 on 6/22/16 and to install on 5/25/16. Carpet installers showed up and they shorted me on carpet so could not install on the scheduled date. I called to cancel and received a phone call from Luna asking if they could install another date. I explained that I had to run out and find carpet at ***** for installation and that I wanted my deposit returned. I was told on Monday, June 27th it would be taken care of. I call on 7/11 as I haven't received a check or deposit to account and was on hold for 40 mins. Assigned a reference no by ***** and told someone would call back in 2-3 days. Called back on 7/15 ***** and put on hold for 12-15 mins. Called back and ******* answered. So far been on hold for 30 mins and rerouted to Empire to leave a message for a returned call in one business day however the mailbox was full so couldn't leave a message.

Desired Settlement: Credit or send a check for $520 for the entire deposit made and a phone call to let me know when to expect it.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and reissued a new refund of the deposit check to the address provided by the customer. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******

7/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have never dealt with a company who cared less about their clients, had no accountability, and overall truly proved their deceptive practices are some of the best in the industry today. They took my money and then after 4 attempts to get an accurate delivery and install for what I had paid for, I gave up. Today is July 9th and I was called at 8am to confirm my 11am to 1pm delivery and install. This is after the failed coordination by the incompetent team at Luna having asked me to schedule for Wednesday the 6th. I called on Tuesday the 5th and asked for an evening time. They could not accommodate even though they told me they would. This is after they told me on Saturday the 2nd of July that their installers did not show up for the day so my appointment would be cancelled. I had a previous appointment on Wednesday June 29th as well the could not accommodate even though I had repeatedly told them I needed a 4pm or later install time. They just consistently told me that their installers times are not guaranteed. NO accountability, no concern for the clients needs, and the salesman was a fast talking used car salesman type that just wanted to get money and move on with his day. Overall I feel lied to, cheated, stolen from as my money is gone, and I still have no product or services performed. I do not know if there is civil liability as the carpet installation delays now make this property unable to be photographed for the sale and it has been under contract for sale since the 30th of June to coincide with the timeline given to me by Luna. I will never work with this company again. I do not trust them, they are an example of businesses who do not deserve your money, time, or concerns ever as they will steal from you, and lie to you. I am utterly dumbfounded as I am a licensed professional and in my business if I did this to a client I would not only lose my job, but my license as well.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, the order has been cancelled per the customer’s requested and a refund of their deposit has been processed. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:


Complaint: ********

I am rejecting this response because:

The business knowingly defrauded me as a consumer. Their services were never apologized for because they had a major lack of concern for the events that transpired. I do not believe they have the best interest of their clients in mind and for that reason I do not accept the response from the business as I initiated the cancellation and refund and it was NEVER offered to me nor did they create a resolution suitable for this circumstance to be resolved. I hope they are unable to serve customers in the future after this experience and I urge everyone, everywhere, to never do business with a company founded on these characteristics. 

Sincerely,

***** ******

7/15/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Day 1 of floor installation. Installers showed up, had me look over the material to be installed to approve that it was correct. After i approved it they handed me paperwork and said that now i had to pay for the job before they performed the job. That should had been my red flag right there. I had given a $1000 deposit the day before,And never have i paid in full for a job before it was complete. No reputable company does that.During the install in my kitchen they ran out of product.Mind you the sales guy had taken all the measurements the day he took my $1000 deposit. A project inspector showed up to see how things were going. He was told that there was not enough material to finish the kitchen. His response to that was leaving. Didn't make a call, didn't try to resolve the issue, or find me just left. Then they ran out of material in my living room. They left the job incomplete that i had fully paid for. And had to wait 2 more days before someone would be back out.No one would answer the phone when i called, so i had to wait til the next day when the 2nd crew for the carpet came out. Who also wanted me to pay for the job in full before starting. Which obviously i had a problem with considering what just happened.They always did not have enough material for the job. that i just paid fully for. And left me in a position where i had to come up with a resolution to the problem myself and go buy material and fix the problem that i don;t have time to do, and it has to be done asap because my sons wedding reception is in a day.I paid in full for 3 jobs that were not completed Kitchen.. living room and stairs. I had to wait 2 more days before they sent out someone to complete the kitchen and living room. Which is supposed to be today 6/30/16. I got left with the incomplete stairs that i had to come up resolution for, buy the material and do it myself. I had enough on my plate and did not have time for this.

Desired Settlement: Considering I really didn't get what i paid for,the inconvenience, and the extra cost and time on me... I feel a partial refund is fair. I really don't want to work with this company again, they are not competent, or i would say a store credit for a future install.. which i do have but considering how these jobs went i will find another company, or individual contractor.

Business Response:

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 look forward to amicably resolving this matter.

7/13/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Very unhappy with my service. All the seams in my carpets are showing. A service call, made by the same installers who put it in, claim it's a defect in the carpet (the individual at Luna didn't see why there was a problem with having the same installers inspect it to see if it was installed correctly). Claims is telling me it's under review, which could take up to 90 days (and could be denied?!?)The only time I get any information is when I call, despite being told messages have been left for me, which is completely untrue as I was home when they claimed to have called. Upon my follow up call after the inspection, I requested my payment be placed on hold, which customer service claimed to have submitted. Three weeks later I have a bill. I called back to stop billing, and was told they can't and that I would need to file a discrepancy with the credit card company to halt billing. All my attempts to get information I am told the same thing, it's under review with the manufacturer. When a "manager" left me a voicemail in response to my message on their facebook site, he didn't leave his name or contact number. The only number I am ever given to contact anyone is the general customer service phone number. Also, walls were damaged during install. I was disappointed to hear that photos on my carpet took 10 days to be submitted for claim. Meanwhile, half of my families furniture and belonging are packed up in my garage, for over a month at this point, waiting for a resolution.

Desired Settlement: I want new carpet installed immediately. Waiting 30-90 days for a claim with the manufacturer is unacceptable. Also, if I am unable to file a discrepancy with the credit card company before the next billing cycle, I want any late fees paid, and them to work with the credit card to halt billing until this situation is resolved. I'm also interested in compensation for the trouble in terms of a further discount or upgrade.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have provided a monetary accommodation to reimbursement for damages. We have also filed a manufacturer warranty claim on the customer’s behalf. Once 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.

Consumer Response:


Complaint: ********

I am rejecting this response because:

The monetary offer for the damages was generous, however these damages were not the focus of my complaint.  On the phone call I received Monday I advised that this was not something I was truly concerned about compared to the problem at hand. 

Upon my initial complaint and service call I had been advised that a claim was filed with the manufacturer, this is not new news to me.  My complaint is that I am still waiting for this to be resolved.  I've been told this has been expedited, however at this point I am one month into the possible 3 month wait period for this claim to be reviewed.  I was advised that if the carpet is replaced before the claim is complete the manufacturer will deny the claim.  That seems to be an issue between Luna and the manufacturer, my experience should have no part in this situation.  Clearly the reality is that Luna is making sure they don't lose any money out of pocket.  It was alluded to by my original case manager that if the manufacturer denied the claim, that I could file an appeal, which means to me that Luna would not replace the carpet.

Until then I continue to wait, with 90% of my furniture that I moved out for the initial install still sitting in my garage or packed up.  And I continue to have to wait to put my house on the market until this is resolved.

The lack of follow through has been aggravating.  Over the course of 7 days I left three voicemails for ********** who is apparently a manager, with no response.  Just getting a name and direct number to a manager/supervisor was hard enough, customer service would not provide any contact information.  The individual who called Monday was supposed to call back on Tuesday, I have not heard back.

I want information ASAP as to when this carpet is going to be replaced.

Sincerely,

******** *****

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and informed them that the carpet qualifies for a manufacturer warranty replacement. The replacement carpet has been ordered.  Replacement will be scheduled at the customer's convenience once carpet has been received. We have come to terms on a monetary accommodation to reimburse damages. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

7/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Luna to get a 2 for the price of one deal. They put carpeting in my home and they didn't put it in the closets. I also signed up for a 9.9% APR and I received a different APR from the bank.

Desired Settlement: Please finish the job and provide an explanation as to why I didn't receive the APR I signed up for.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have made multiple attempts to contact the customer to discuss their concerns, but have not received any returned calls. The two closets were not included on the contract. We are prepared to install the closets at no cost to the customer for customer satisfaction and goodwill. The customer must contact the financing company to discuss the APR and alleged monthly payment discrepancy. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

7/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed a contract with Luna Flooring on May 7th 2016. I still do not have flooring at my place. They messed up the schedule 4 times. Today the installers arrived at my place and tell me they do not have enough material for the entire home. They can only do flooring for the 2 bedrooms and come back later for the living area. First of all I had to wait over a month for them to show up and now they have a material issue? I tried contacting the Luna sales person, the associate puts me on a hold forever and they never get back to me. They have a policy to not disclose the direct number of the sales associate. So, what on earth can I do to get my carpet installed? They have my deposit and I am sleeping on the floor since a month, can't get my new furniture and my life is completely on a hold because of these people. The manager of this location "***** *******" ***************** - never responds to my email, phone or voice mail. I need the carpet installed by this weekend. This is very frustrating. I will never recommend Luna Flooring to anybody.

Desired Settlement: Contact me immediately. Fix my issue as soon as possible.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and all services were completed on June 24, 2016. We appreciate the customer’s feedback and consider this matter resolved.

7/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sales appointment made on 4/26/16. Asked to sign an electronic contract on a tablet which I couldn't read the information. Was told it would be emailed to me but if I wanted to cancel it had to be within the 3 days right of rescission period. I had to call the company after two days for my copy. Document doesn't list the carpet I selected, the amount or price just a grand total. This was a promotion of buy 1 room get 1 free-limitation apply and $150 off to book appt online-which I did. Couldn't verify if amount was applied. I was told that they don't give out that information and the sales person was contacted by Luna's cust. serv. dept on 3 occasions without a response until I asked for his supervisor. Purchased Shaw carpet and was told I was getting a Mohawk carpet and still no price or yardage. After this resolved, carpet installed balance paid, to find a $5,000 massage chair damaged as the remote was pulled out of the back to include the wiring that the the receiving end that goes into the chair. Chair now must be serviced and is unable to be used. Luna wants the installer foreman to return and look at the damage. An appointment has been set up twice and both times no show. I have had to rearrange previous appointments to be at home. The first time for carpet that was "not in stock" and then for the crew to arrive

Desired Settlement: Repair to the chair I have only had for a few months (March 2016) and an investigation to what is normal practice on the consumer receiving detailed information about their purchase. Verification of purchase can't be done with what is provided. This was a shop at home service.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have provided a monetary accommodation to reimburse for damages. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
Complaint: ********

I am rejecting this response because:  Promised a $300 monetary exchange for the damage to my chair that I haven't received yet.  I don't want to mark this as accepted until I receive the payment.

Sincerely,

**** ******

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have provided a monetary accommodation to reimbursement for damages. We appreciate the customer’s feedback and consider this matter resolved.

7/6/2016 Problems with Product/Service
7/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My significant other and I paid to have luxury vinyl installed into the downstairs and laundry room of our townhouse. The product was installed, and we began having problems within a few months. The flooring began to pop at the joints, and we began to notice uneven flooring. The nails placed in the transition strips began to pop through, placing both our own health and our pet's health at risk, as the nails were rising above the flooring. Luna agreed to have the repairs made to the flooring, and the contractors came out not once, but twice with the incorrectly colored product! We not only made arrangements to be at home for a 6 hour window on both days, but had to schedule a third appointment. Luna finally got the color correct and the installer came out to rectify the damages. They replaced the areas of poor quality and left. We continued to have issues, and filed another complaint with Luna within 2 weeks as the same issues began to occur. They agreed to send out an adjuster to assess the damages, and he showed up to our house 4 hours ahead of our appointment time. We were not home, so he left and asked us to email him pictures of what we weren't happy with! When we called Luna, they said we would have to reschedule again. My significant other has spent countless numbers of hours on the phone with Luna, and has sent countless numbers of emails to members of the management team who include a ***** and ****. When we have actually reached a project manager - when they are not all "on vacation, out of the office, or in a meeting," we are given countless empty promises. We have been promised for weeks and weeks that our issue will be resolved, and that the "executive team will provide us with options." Our home is 6 years old, in exceptional condition, with a completely automated climate management system. Luna has been nothing but a disappointment. Luna offers a "love your floors promise," and a "lifetime guarantee," which leaves everything to be desired.

Desired Settlement: As we have spent months trying to resolve this issue, and devoted countless hours of our own time tracking down project managers, and executive team managers, our expectation is to have our flooring removed and completely replaced with a quality product above that which we already received at no cost to us. We expect that Luna will rectify this issue within the next two months.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and we have offered to replace their luxury vinyl plank flooring. We will also be providing a quote for adding the kitchen.  Once a decision has been finalized on the kitchen we will schedule the replacement. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: From day one we had nothing but terrible service from Luna. We were assured that the job would be done correctly and smoothly within 2 days. The job turned into a week long ordeal with nothing but lies and promised that were never delivered. The job was also a safety hazard as they left our floor incomplete for two days with 3 kids and a dog at our home. They never called or showed up when they were supposed to. They also promised to refund us $1500.00 which was promised by manager ***** ********. who then at the last minute told us that in order to refund us we had to sign a non disclosure agreement stating that we would never bad mouth them or sue them in the future for the work done. This was after she verbally promised the refund and emailed it as well. This company has very shady dishonest business practices and we are VERY unhappy customers. We have tried resolving this issue several times with Luna with no resolution in sight. Letha Holland refused twice to give me her managers name or contact information. She stated that we either dealt with her and signed the form or no refund.

Desired Settlement: I would like the name and contact information for Corporate. I would like a call from Corporate to resolve our ongoing issue with Luna. I do not want to deal with ***** ******* as she has been very unprofessional and dishonest. I also think people need to know what kind of company they are dealing with when they sign a contract with Luna.

Business Response:

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 look forward to amicably resolving this matter.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* *****

6/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In March 2015 we purchased hardwood floors from Luna. The install was done in late Marchl 2015, after several issues and damages on Lunas part they had to come out several times to re evaluate. After weeks of going back to Luna to a complete satisfaction, they agreed to redo the entire project. 6 Months after the install there were issues that arose all throughout the flooring. With having a newborn baby at home it has taken me until a few months ago to contact Luna. They have agreed to come fix the issues that I have pointed out, however the guy never did a full inspection and I was not able to point out all of the issues, just two of the areas. Each week more and more issues are occurring and the wood is chipping in between the boards more and more. I have had to reschedule the appointment for repairs as our family has become sick as well as juggling work schedule and having a sitter during the repair times. I have emails and pictures that is a large file that goes back and show all of the issues in the past. I have also documented all of the issues since the install that has arose. With my research it seems that the installers did a poor job in installing the wood floors which is why we are now seeing and having other issues.

Desired Settlement: I would like the Market Manager of Luna to give me a call and to discuss a resolution.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and we have an appointment on June 30, 2016 for a member of management to inspect the installation and determine root cause of concern. We will review the inspection and take the next measures based on the results of the inspection findings. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Original work was meant to be done in 2 days for wood and 1 day for carpet. actual work took much longer. Installers continually showed up late, early, or not at all. Left tack strips, staples, and broken wood all over my home endangering my children. When one of my daughters sliced her foot open on a tack I sent a picture to Luna and no one even responded. Did not move things appropriately and left bathrooms blocked for days due to their delays. I have played phone tag for months to complete simple work that was meant to be completed 5 MONTHS ago. Luna has consistently disregarded my complaints and passed me from one customer service rep to another. I have pages of complaints that I have emailed to Luna without appropriate response. I was initially offered $300 for a late service call but then offered a total of $1000 rebate for a 5 MONTH delay. I have had to take off 4 additional days of work just to be cancelled on at the last minute because they ordered the wrong size steps MULTIPLE times. Now finally they complete the service after 5 MONTHS and reinstall my toilet wrong so it was leaking into my basement and air conditioning system for a day and a half. Calls, emails, FB messages have gone unreturned. Worst service of my life. Oh and the installers charged me $350 to complete my project bc they found 'damage.' They suggested that I would have to be moved down the list and rescheduled if not. I assumed it was reasonable until they demanded cash rather than a check after the work was finished.

Desired Settlement: I want a full refund of labor charges. I paid a ridiculous amount of money to hire Luna bc I expected better service than a no-name contractor. Then I am subjected to horrible service, shoddy workmanship, dangerous conditions, and completely unreasonable delays brought on by their CONTINUED errors. I have no problem paying for the material but I should not have to pay for this awful labor. I would also like someone to come inspect my new flooring which may be water damaged, & install toilet correctly. Also want a refund of the $350 the installers pressured out of me.

Business Response:

We appreciate the customer contacting us regarding their concerns with the installation of their flooring.

 

The local office has contacted the customer to drop off additional flooring on Tuesday June 7th, with warranty service scheduled for the next day, June 8th.

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

This does not address all of the issues stated in the complaint, Including the horrible service, obnoxiously long wait times and multiple missed service calls. It has taken over 5 months to complete this work and required 4 additional days off work, just to be cancelled on last minute due to Luna's error. I have sent three pages worth of complaints to Luna directly which have not been acknowledge here or privately. You also did not address your tech basically extorting $350 cash from us to complete the work, which was then faulty anyway. and then yet another missed service call when your techs never showed on Saturday.

 

Sincerely,

***** * ******** ******

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and confirmed all services have been fully completed. We have yet come to terms on a monetary accommodation, but anticipate to an agreed amount shortly. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I hired Luna Flooring to replace my carpet in living, family, guest bedroom and stairs and negotiated a price of $9000 for hard wood floors. Luna did the work for everything except the stairs. They came back a few days later and riped apart my full carpet on the stairs and said that i should get new carpet as the wood they have will not fit my stairs. I told them that they should not be ripping all my stairs if they cant replace with hardwood. Further more, they wanted to replace with their carpet while my carpet was still under warranty. They gave me a credit for 1300 for stairs. While quoting the sales guy from luna orally said that the stairs is the most expensive part of the work and quoted 2500. This number matches with home depot quote and ***** quote. So, I paid $5000 initially and again $1800. Since the refund given is way lower than market price and i incurred an additional expense because they riped apart my carpet on the stairs making it unsafe, I had to have home depot finish the job. They are now constantly sending me collection and harassing letters and no one is responding to phone calls. I do not intend to pay anything more as i already incurred a loss. I need BBB to intervene and get a closure to this matter.

Desired Settlement: Settle the matter and waive the balance as I dont owe anything. No one does stairs for $1300 and it is unfair that they only refund half of the cost of the stairs.

Business Response:

We appreciate the customer contacting us regarding their concerns of the open balance.

 

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.

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me

please have them send you a letter formally closing it. I have not sent any additional amount. They are referring to the $1800 that was in transit. I have already sent them proof of payment of $1800.

 

Sincerely,

************ *******

6/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased flooring from Luna in March 2016 and had it installed in our home on April 15, 2016. At the time the installation was complete, we were asked to quickly review and sign off on the installation. When we attempted to install new baseboards, we realized that we would not be able to cover all of the gaps between the ends of the flooring and the wall with our standard 3/8 inch baseboard trim. This resulted in a phone call request to fix these gaps. After several phone calls and multiple in-person visits, we still have yet to have them offer to fix anything. They said that the flooring manufacturer requires larger gaps and quarter round, which we knew to be untrue based on the manufacturer’s instructions. We then contacted the flooring manufacturer, **** Flooring, to confirm the acceptable size of gap, which was given as between the width of the flooring (8mm) and 1/4 inch. The representative also confirmed that they have never given a requirement to force the installation of quarter round. Luna refuses to honor the manufacturer’s requirements and states there is nothing wrong with the installation.

Desired Settlement: 1) A professional installation team will come and fix the unacceptable gaps between all installed laminate floorboards and the walls. According to the manufacturer, installation should be done by using 1/4 inch spacers between the walls and floors to ensure proper placement of the boards. The instructions also specify that installation may be completed with baseboards and/or quarter round. This clearly indicates that if installed properly, quarter round is not required. We will not be installing quarter round to cover up poor quality. 2) Our issues will be handled in an urgent manner. We partly chose to go with Luna because we were able to get installation scheduled very quickly. Due to the lack of resolution of our issues, we are currently two weeks behind schedule in getting our house listed for sale, and the housing market could change at any time. 3) Compensation will be issued to us for the inconvenience. We cannot finish renovating our house because we are waiting on Luna.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the installation was completed on May 21, 2016. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:


Complaint: ********

I am rejecting this response because:

The installers did correct the issue, but they did so in a manner that was disrespectful and further damaged our walls. Our flooring is not completely level even after being told by the sales person that leveling was included in the price. We can provide proof with photos.

We are in a time crunch to sell our house and Luna disregarded our initial verbal and written requests to complete this in a timely manner. As part of our request for resolution, we asked for compensation. We have had no offer in this regard and refuse to consider this matter closed without consideration for our inconvenience.  We request a 50% refund on our project due to delay of completion, lack of cooperation and communication, time spent trying to get things resolved, the poor attitudes, and continual faulty installation practices.


Sincerely,

*** *** ***** ****

Business Response:

The customer service manager attempted to contact the customer, but was only able to leave a message.

 

 We are happy to discuss a discount to the order as the customer requests.

6/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I spoke with **** ******* of Customer Service on Friday 5/20/16, and this is after getting the run around from customer service for the last 3 weeks with checking to see if my carpet has arrived and when will it be installed. **** informed me that it arrived Wed 5/18/16 and we are set to install on 5/29, I said how can you make a date to install when no one has told me it has arrived yet? in anycase in said he wanted to make sure this was my carpet and would calling the following Monday at noon, No call, so I called him back and let him a message and still no response, I have 3 bedrooms that require carpet and have been dealing with Luna since March as the first install was messed up. Everything has been paid in full already. I would like this job completed ASAP or a full refund. Thanks

Desired Settlement: The Carpet has arrived so I would like a contact back and get it installed and some funds returned for the time it has taken having to deal with Luna since March or I would like a FULL refund.

Business Response:

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.

6/4/2016 Problems with Product/Service | Complaint Details Unavailable
6/4/2016 Guarantee/Warranty Issues
6/1/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We scheduled a carpet installation and Luna never showed up on the date/time promised. We cancelled our order, and Luna decided to still charge us a $175 "restock" fee even though the cancellation was due to them being no shows. We have tried a number of times to call and get our $175 back, and we are told every time that they are "reviewing the issue and will call us back within one business day". Needless to say, they wont call us back and when we call and ask to speak to someone in management, we can never be connected with a person, and our messages go unanswered.

Desired Settlement: We want our $175 back because they would have never had to "restock" the carpet we ordered if they had showed up or called to let us know they couldn't come at the scheduled date/time.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and their refund has been processed. We appreciate the customer’s feedback and consider this matter resolved.

5/28/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 12/26/15 we purchased hardwood flooring, customized hardwood staircase, and carpeting from Luna. On the day of installation, a representative from Luna called and stated they would send someone out to collect the stair measurements that same day, which never happened (1/8/16). I was told by that Luna representative that once measurements were taken, the product would be installed within 6 weeks. After 6 weeks we called to follow up and were told at that time that the custom stairs were never ordered and that someone would be out to take the measurements. No one came until we called again, which was over a month later. We have made multiple calls and have been repeatedly told that someone would be here to install the stairs. We are now almost 5 months later, and were told by luna that the hardwood on the stairs would be installed on 5/5/16. However, a subcontractor came, took a few pictures and said he had no materials and could not do anything. We called to complain again today, and were told that someone would call back next week. We have called approximately 56 times (every day) and everyday have been told that someone will get back to us in 24 hours. There is no excuse for this. No one gives us any answers and give us false promises that never pan out. 5 months after ordering we are no closer to having our hardwood stairs than we did on day 1. We have told Luna that we are dealing with the bank that is financing our renovation, and we have lost money and time during which the bank will not release our funds because the job is not done. In addition, the hardwood flooring that has been installed is squeaking and has nail holes everywhere. This is the worst company i have every dealt with

Desired Settlement: We would like a full refund due to extremely poor craftsmanship in installed flooring (holes in hardwood) and failure to deliver and install hardwood on stairs after nearly 5 months.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled the service for May 23, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:


Complaint: ********

I am rejecting this response because: until the hardwood has been installed to my satisfaction I do not consider this case to be resolved.

Sincerely,

******** *********

Business Response: We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled the service for May 23, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

5/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had carpet replaced on our stairs going to the second floor.The material was good with upgraded padding. The following morning we noticed, without shoes coming downstairs, that the edge of the wood stair was not padded under the carpet, leaving it very noticeable and uncomfortable to bear feet. We called ASAP to ask for this to be looked at, and wasted over a year with multiple "Luna" visits to our home and after taking countless days off of work, finally 1 year later Luna agreed that the installers installed the carpet wrong. I believe their unaffected resolve at first was in hopes we would just tire trying to have it fixed and give up calling. Next step to correct was even more of a hassle, another dozen or more emails to scheduling, phone calls to customer service, and three "no show' appointments from the installers and more time off of work, all this time the carpet still sits incorrectly installed. So we called Customer Service again, regarding the "no show" installation/repair visits, to have every Rep either give us the run around or have no idea who we were. Finally we just asked for our money back and received this Accommodation Letter to sign first before Luna would release the funds, that basically says, that to get our money back we have to agree and I quote " not to make, cause to be made or publish any defamatory or derogatory statements about Luna" , and somehow being they are refunding us, the Letter also states whatever Warranty that came with the product is now void, WOW!!! Here's my thinking, 1- My Feedom of speech is not for sale, just to get a refund for something not only that we deserve, but that our original paperwork specifically stated was installed wrong and 2- No company in my experience, like ever, offers an Accomodation Letter for a refunded payment. Luna you have out did yourself with this "first once in a lifetime" experience for me, my wife and young children. Anyone seeking carpet or flooring, do yourself a favor stay away from this terrible, unorganized, uncompassionate , mess of a company. Find a local installer or organization that will consider the service they provide to be professional and want to be helpful in times where needed. Not a company that admits wrong doing and wants a "hush" letter signed for a refund. I'm happy to return and post the letter on their Luna "letterhead" we received as soon as I can dedact our name and address.

Desired Settlement: A Deserved Refund without lifting my freedom of speech

Business Response: 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.

Consumer Response:
Complaint: ********

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 letter. Because 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 refund. We did receive an email confirming the Accomidation Letter my wife signed was not needed, however it already had been submitted for the refund. So a formal release from that letter and our signed Accomidation Letter back would be acceptable for an agreed closed BBB complaint from us. Thank you 

Sincerely,

**** *********

Business Response: We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have voided the Accommodation Agreement in which the customer has provided. We have mailed the voided a copy of the avoided agreement to the customer. We appreciate the customer’s feedback and consider this matter resolved.

5/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My problem is a shoddy installation where one large section of carpet was obviously not installed in the right direction. It sticks out like a sore thumb. I have purchased a lot of carpet in my time, but have never seen anything like this. The quality of the installation is matched only be the quality of their customer service, which has been avoiding taking care of this problem for several weeks. I had called them at least 6 times without any result.

Desired Settlement: Full refund and I will get another carpet company to install new carpet.

Business Response:

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.


5/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had a contract with Luna to install hardwood flooring and partial carpet, the agreement signed included removing old carpet/tile any furniture and install the flooring when the contractor came in they insist I pay extra $650 to remove the carpet and tile, they ended up leaving my hallway because they said it wasn't included in the contract. to this day my carpet is not yet installed, I called several times, spoke with ******* (allegedly a manager) who rescheduled to have the contractor come back and finish the flooring no one show up, i called several times spoke to numerous agents whom will put me on hold and transfer me to another agents just to start explaining myself allover again. It seems they don't care to process my request because the balance were all collected in full. On the other hand the contractor never asked me if it was ok to have my old carpet or tile, they just took everything without my knowledge and took the remaining hardwood floor with them in their truck. I need to have either ****** ***** one of the salesperson who initially finalized the sale or any manager resolve this issue otherwise I need to have my money back.

Desired Settlement: I need to have Luna come in and finish the job they started and an explanation as of why the contractor took my old carpet, tile, reaming hardwood flooring without my knowledge - I need Luna to refund $650 for charging me extra the service that was already included.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer. We are scheduled to install carpet and conduct an inspection of their hardwood floors on May 25, 2016. 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 satisfaction. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

A manager reached out and I have an appointment coming for inspections of the hardwood flooring and carpet installation on May 25th, 2016 between 9am - 6pm. 

I appreciate the time taken to look into this case and making sure we reach an agreement. 
Sincerely,

**** ******

5/13/2016 Problems with Product/Service
5/12/2016 Problems with Product/Service
5/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Entire household of new carpet purchased and installed April 15 2016. In one week product unraveled and tore in three places on stsairs an other seems. Called customer service to no avail. Had inspection by installer who stated "product carpet was defective." NO OTHER SERVICE BEEN GIVEN TO ME. I HAVE REQUESTED MANAGER THEY HAVE NONE TO CONNECT AFTER ONE WEEK I WANT THIS REPLACED WITH DIFFERENT CARPET NOT SAME THAT WILL UNRAVEL. I was never told by salesman that this carpet was not a quality for stairs. Do not want same type installed should not unravel and tear after one week of install. The company refuses to help me they have been paid. RETURN MY MONEY IF REFUSE TO REPLACE CARPET! No customer service answers always disconnecting stating there is no manager to help me. Defects were noted why not replace or call a customer back after one week of install terrible!!!

Desired Settlement: Want carpet replaced with different type that will not ravel and tear after one week. If there is a style that rips it should not be sold. Replacement of same carpet will not be satisfactory. I will just have same problem elsewhere again. They must let me choose different carpet that should have been sold to me originally. Installer said carpet was defective. I am sure another will be same if same style loop. If cannot rectify return my money. This carpet is ONE WEEK OLD!!! The company has NO CUSTOMER SERVICE they stated they would replace stair of rip no good enough as other parts of install look riiped as well entire home needs replacement this is one week of defective carpet showing tear and rips.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled an appointment to view a different carpet more suitable for her environment on May 6, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

5/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/15/16 we received a quote from **** ******* at Luna to replace flooring in our home, it was $8,865.54. We gave them an electronic check for $6,000 and it cleared our bank account on 4/18/16. On 4/17/16, we called Luna to cancel our order because we received 2 quotes from competitors and they were $4500 for the same material. A manager named *** ***** contacted us the following day and magically dropped the price from $8,865 to $4900. We agreed and he said we would keep the same installation schedule of 8am on 4/20 for the flooring and 4/25 for the carpet. The morning of 4/20 comes and we take off work, find a sitter for our pets, and empty out the main living area in preparation for the installation. At 8:45, we received a call that they would be there between 9-11. At 10:15, we received a call that the truck was in an accident and all our flooring was damaged so we needed to reschedule. At this point we were completely fed up with Luna and have never had a worse experience trying to purchase something, so we called *** on 4/20 and cancelled our order. He said we would receive our refund in 7 days. On 4/21, we received a confirmation email from Ms. *********** confirming she was processing our $6000 refund and wanted to confirm our address. On 4/29 they said a check was cut 4/27 and mailing the week of 5/2. We received check number 5414 today, 5/3/16 for $3,995.45 which is NOT the original amount that we gave Luna. We called customer service and they said they could "take a message and someone would get back to us in 48 hours". They could not tell me why the full amount was cut or if it was ever going to be cut. I will not be cashing the check that they issued us as it is does not fulfill the refund amount. Cancellation on the contract is 3 business days from the date of the contract. Our contract with *** was on 4/19 and we cancelled on 4/20 so there should be no reason why we didn't receive our full check.

Desired Settlement: I want my FULL $6,000 payment back that they cashed on 4/18/6. No services or product was received and order was cancelled and confirmed within the appropriate time frame.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and they have received their refund check. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

******** *********

5/12/2016 Problems with Product/Service | Complaint Details Unavailable
5/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was scheduled to have hardwood floors and carpet installed on Monday, April 18th. The hardwood was installed by 1 person and completed 100%. The carpet however did not go as smooth. When the crew of 3 arrived to start the carpet installation the requested a payment. I told them that I had financed this project and that I did not owe them any money. He said he had to call into the office to confirm (even though I showed him the contract that shows no balance due). After 30+ mins oh hold I decided to call in myself. After another 20mins of waiting on hold myself I finally got ahold of someone that was able to straighten that problem out. They then began the installation. They removed all of the old carpet and started to install the upstairs rooms. After a few hours one of the carpet installers says to me that they have "no more carpet for stairs". I asked what he means? and when he was coming back to finish? He said to me that I had to call the company. There was a roll of carpet out by their van and they removed 2 small rolls after finishing the upstairs rooms. I called Luna customer service immediately and spoke to a representative named ****. **** told me that he could not give me a date that the work would be completed because he did not know what was in the warehouse. I was promised a call back the next day. The next day came and I did not receive a call back. I called back and spoke to **** again, he told me that the warehouse had the carpet and i was scheduled to have a crew return Wednesday, April 20th after 3pm. Wednesday came and no crew showed up. I called back and was told I would be called right back while they contact the installers for an update. I got no call back. I called again the next day and was told there was no scheduled appt. After playing phone tag w/ several "Managers" am appointment was schedule on Monday 4/25. 6:47am I received a call to confirm my appt. from 8-11. No one showed. I call, told from 1-2. 2pm no one shows. I again am waiting

Desired Settlement: I want my install to be completed ASAP. I have strips of old carpet that were reinstalled on my steps that have become a tripping hazard. (My dog and myself have already fell up and down there stairs). I also expect to be compensated for my inconvenience, time, and aggravation. I was already given a $100 credit for the work not being complete but I feel that does not cover the continued headache that I have had to deal with for going on a week as well as my time taken off work, waiting, and disarray that my house has needed to stay in due to waiting for work to be complete.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer; the installation was completed and we have come to terms on a monetary aallowance. We appreciate the customer’s feedback and consider this matter resolved.

5/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our floors were installed in our basement about 1 year ago. We went with Luna over other companies because they promised to level the subfloor prior to installation. When the installers arrived, they promised us no leveling would need to be done, and it would look great when they were finished. We were skeptical because the subfloor was uneven concrete, but decided to trust them since they were the 'experts'. a few weeks after initial install, and letting the floor "settle", which was recommended by the company, we were noticing many spots that bowed a lot when stepped on (more than a normal floating floor should). these spots started to crack and break at the edges also. Lune came out to replace a few spots on a few different occasions, but this kept happening. after the second time they came out to do spot repairs, they stopped returning our calls when we would call to complain. We would speak with various different customer service people on the phone, and were always promised a call back with a resolution in 1-2 days, and we never heard back. we kept calling, and finally got them to send out an outside flooring inspector to look at the floor. he came out, wrote up a report, and gave it to Luna. Luna called us, told us that the floor was in fact installed improperly according to the report, and that they would come out, rip up all of the old flooring, level it, and put down all new flooring. The day they came to do this, they only brought enough flooring for about 1/4 of the basement, and told me that they were only told to replace 1 small section, and some other broken boards as well. This was not at all what was discussed on the phone, and I am fed up with how we have been treated, their customer service, saying one thing and doing significantly less than what is promised.

Desired Settlement: either replace the entire floor and level the subfloor, or issue a full refund.

Business Response:

We appreciate the customer contacting us regarding her concerns. Luna has reached to the customer to offer a solution to her flooring situation.  Customer and Luna have not conversed to date on this proposed resolution. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:


Complaint: ********

I am rejecting this response because:

the company is still making promises they do not follow through on. They have contacted me, but have not given any clear answers or solutions. I've only gotten the run around. At this point I just want a refund. Not a resolution. 

Sincerely,

******* *****

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled an appointment to view a different product more suitable for her home on May 3, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

5/6/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased carpet with Luna on February 19, with install date of February 27. Due to other issues, had to push install date back to April 9. Because of that other issue, we had called Luna to request install with Liquid Nails instead of actual nails. We were told it would be no problem, but it requires an extra day so the glue can set properly. Told Luna that would be fine and to schedule for April 8. On April 7, we received a phone call from Luna stating that they would not need the extra day because the "new synthetic liquid nails" dries in about an hour. Called Luna back saying, no, that's ok, let's keep the appointment on the 8th. They said ok. April 8 rolls around, 1PM, no idea when Luna installer is coming. Called the office to find out that there was no appointment today. Got transferred to a manager who told me that with the new liquid nails it can be done in one day. No issues. "Let me call you back in about 10 minutes to make sure that someone can do it." (that comment should have been a red flag). 2 hours pass with no callback. Called the main line. They called the manager that I spoke with earlier and relayed that it can be done in one day. April 9 rolls around. My installer will be here between 11 and 4. He calls at 3:40 asking, do you still want me to come? OF COURSE I DO! He shows up at 4:30, looks at where the carpet is going, and says he can't do it because the "company didn't tell him to bring liquid nails." The installer has since left, I'm without carpet, and waiting on a call back from.... someone.....

Desired Settlement: 1) I want the carpet installed. As soon as possible. 2) I Would appreciate a discounted price for the days I've missed work waiting on install and the frustration they've caused. 3) I would appreciate an apology for the run-around I've been given

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and come to terms on a monetary accommodation for the inconveniences. We have also agreed to scheduled installation for 04/16/2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and scheduled the repairs for April 23, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:


Complaint: ********

I am rejecting this response to ensure that my final comments are received:

UPDATE TO 4/14 INSTALL COMPLAINT

On 4/16, two days after installers completed the installation of tack strips, I found items moved in my basement that the installers should not have had to move.  This was in a separate room where no work was contracted to be done.  After a review of my property, I found that my caulk gun was missing.  I assume that the installers saw my caulk gun and used in in place of their own. I also found my caulk gun and caulk in the trash.  After finding my caulk gun in the trash, I also found my dust pan and brush in the trash.  While that would not have bothered me too much, they were in the trash because the installers also used them and got liquid nails on them.  While the pan is still useable, the brush bristles are now full of glue and unusable.  Why would they need to use my property? And why would they not tell me that they ruined it instead of trying to cover it up by throwing it into the trash.  Maybe this is the reason that the same installer was mysteriously “unavailable” to do my install on 4/16. In my contract with Luna, it states that the work will be completed professionaly. Nothing about my experience with Luna has been professional.

4/23/16

Installer shows up and looks at basement. Shows me a piece of the carpet they brought. I told them that it looked right.  They asked about the “premium carpet pad with barrier on the top,” I said that should be right.  They asked about gold or silver transitions, because it was not on the work order, but they were sent with silver.  I pulled out a copy of my contract to show that we ordered gold transitions.  Installer stated that he would go get the gold instead of silver. To add to the umprofessionalism, while the lead installer left to get the gold transitions, the other two installers remained at my home to finish the work.  They finished what they could and because the lead installer took so long to return, two of the installers "hung out" in my basement watching what I believe to be a soccer game on one of their smart phones. They also seemed to find it acceptable to plug in and charge their phones while waiting.

Installer then states that he needs COD and is to collect $1416.50.  I stated that that is incorrect because we were to receive money off due to continual issues with install. Price should be $1191.50.  The installer calls the company.  After a long hold, the installer is told there is no record of the discount.  I called the company.  Told the person on the phone about the above situation and she reviews the account notes.  I told her that it would likely be around 4/9-4/14 judging on install date and response through BBB.  Rep gets back on the line and asks if we spoke with ****** or *******.  I stated that I believed it was a female, but was unsure.  Rep called *******.  Rep told me that ******* remembers the conversation but there is no note of monetary adjustment in the account files.

The rep said that unless I had something written there was nothing they could do.  I told the rep that I was never offered anything in writing or a mechanism to request it.  I referenced the BBB complaint to the rep and after multiple holds she gave me an email address to send the BBB complaint letter to.  I was also told to have the installer take a picture of my screen and send it to the same person.  Emails were sent by myself and the installer.  The installer received a call and was told to charge me 1216.50. 

Because I am sick of the run around from this company, I have agreed to pay this price and have the work completed.


Sincerely,

******* ****

5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Of my many concerns here a just a couple: We were mislead in the sale of our carpet to believe that the thickness of the carpet and padding would be to our satisfaction after repeatedly being told by the salesman that we would be "taken care of." After installation on 3/28/16, we called Luna that night to complain about the carpet and installation. The wood subfloor, inconsistencies in the padding, tackstrip nails, and bumps (nails? remnants of old tackstrip?) could all be felt under our feet, along with gaps in the trim on the stairs, seams showing, etc... With all these concerns, Luna simply sent another salesman out to check if the carpet installed was the one ordered. He didn't have a sample of the carpet, but believed they were a match and also showed a thicker carpet sample in similar color. Luna showed little effort to truly address our concerns, so we made an appointment with a 3rd party carpet installer who came and spotted many unprofessional and poorly done installation mistakes. Luna finally scheduled an installation inspector to come out on their behalf. Was supposed to come Thursday, 4/14 5-7pm and simply never showed. We were home all night waiting. Friday afternoon we were assured an inspector would come Saturday morning; that was cancelled Friday night. We've talked to 4 different customer service employees as well as regional sales manager. No one has made concrete steps towards addressing our concerns and it's been 3 weeks since initial install and complaint. We spent almost $4000 on this carpet and do not use the space because we are not sure what we're walking on (not sure if totally safe for our 2 year old). We cannot see under the carpet to know the cause of the bumps/waves. We do not know what else to do.

Desired Settlement: Installers to come out ASAP and fix all installation errors to our satisfaction with a carpet that meets our wants and needs, as were described to our initial salesman and promised to us.

Business Response: We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, have offered to repair the installation concerns and provide an upgrade in padding for a small monetary cost to the customer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, have offered to repair the installation concerns and provide an upgrade in padding atno cost to the customer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******

5/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid $4,900 to have wood flooring installed in my office, stairs and upstairs hallway. On installation day 3/23 the installers ripped up the carpeting and then advised that wood flooring could not be laid in the hall upstairs due to a leveling issue. The floor would be about 2 inches higher than the rest of the floors upstairs no matter what we did. We declined, obviously, to have it installed. I called *** *******h and she assured me that we would receive a refund for the product that could not be installed. She also agreed to give me a rebate of $400 on the wood installation in the office. The cost for the job was a total of $1,475, minus the $400 rebate for a total of 1,075. The refund owed is $3,425, with the rebate- a total of $3,825 owed to us. We were supposed to have carpet installed on the stairs and in the hallway but we never got any paperwork for the job. Now our entire upstairs hallway and staircase is made up of torn up carpet that's been sliced with box cutters and ripped up. We have 4 children and 2 pets to worry about. *** *******h assured me that we would have the refund prior to any installation because I wasn't giving them another penny until that money was returned. The refund was supposed to be processed on March 23rd. We not only have not received our refund, but the management has completely stopped responding to my calls after a few days of phone tag. *** *******h had already stopped replying via email or returning my calls and simply stated she would forward my messages to her manager. An *** ***** called and left a message on two separate days & I called him back within 5 minutes to get no answer. I've left messages, nothing. The $400 rebate showed up in my bank account after about 9 business days, after I'd called my bank about the fiasco. The other $3,425 is simply stolen. On top of all of this, the salesperson emailed a contract over to me and signed my name on the paperwork himself!!! I emailed *** *******h and she did not reply.

Desired Settlement: I want my money back. I want my carpet that was torn to shreds to be replaced. The installers could have ascertained that they couldn't lay wood on the floor without ripping the carpet out. I've had two professionals verify this. I feel like they did it purposely in order to ensure I'd still have to purchase flooring. It's an unacceptable practice. We could have kept the existing carpet had it not been cut up and ripped out.

Business Response: 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.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, and discussed her flooring concerns, and processed the agreed refund amount. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

****** **********

4/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 2/24/16 -I picked out flooring,quarter round and carpeting. Down payment $1190 2/29/16 -1st set of installers came with (wrong) white quarter round with correct brown flooring. 3/1/16 -Carpet installed. Installers paid $715.48 3/14/16 -2nd set of installers could not lay floor because my floor sloped and took a picture to send in to office. Talked to someone from office. 3/15/16 - Tim (salesman)brought over vinyl flooring. 3/16/16 -3rd set of installers would not lay floor because they said "I might have asbestos. I could recommend a company for a company for testing." They were suppose to install flooring over my existing tile floor. No tear up. 3/16/16 ******** called with a sorry we can't lay the flooring based on installers. What can I do to keep your business? I told her there was nothing she could do unless someone was going to put down my floor. I asked her would I get my money back since the company refused to put my floor down. ******** said my money would returned the same way it was paid. I asked her if they money would be returned my checking account and she said yes. 3/29/16 - I called asking about my refund. The representative said 10 business days. 4/13/16 - I called today about my refund. ******** could not come to the phone. The representative said she would send her an email or phone me later. I know carpet does not cost $1905.48 for a small living room. I would like my money back.

Desired Settlement: I would like a refund of $1190.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and mailed her refund check. We appreciate the customer’s feedback and consider this matter resolved.

4/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had a in-home consultation. ***** ******* He started by inspecting the 5 floors that were to be done. He cut the existing carpet and padding underneath to check and make sure my floors could be done and what materials would be needed for the job. He lied about everything from the pricing of the floors to the ability to get the job completed. Two days later the installers show up rip the carpets even worse and then inform us that they cant do the flooring due to the existing tiles on 1 of the bedroom floors. I call the company to get my $600 deposit back only for them to inform me that I have to wait 7-10 business days for them to process my return of which I gave them cash. I file a complaint with the company. Someone was suppose to call me back within 24 hours. 3 business days and a weekend later no call. I call back only to be informed that I have no complaint in their system and my refund "SHOULD BE processed in about 15 days". STAY AWAY FROM THIS COMPANY. They have horrible customer service and very questionable business practices. I guess that is why they were bought out by EMPIRE and not the other way around like ***** ****** my sales representative lied and told us.

Desired Settlement: I want My money back NOW and some form of compensation on the damage to my existing carpet in all 5 rooms

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and she has received her refund check. We appreciate the customer’s feedback and consider the matter resolved.

Business Response:

We appreciate the customer contacting us regarding her concerns. The customer has confirmed she has received her refund check.  We will honor her request not to be contacted.

e appreciate the customer’s feedback and consider this matter resolved at this time.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this situation IS unsatisfactory and I remain disgruntled and extremely unsatisfied and would advise any and every one not to do business with LUNA under any circumstance. The frustration alone is worth avoiding not to mention the lies and poor customer service.

Sincerely,

****** ****************

4/22/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had carpeting and laminate installed 11/16/13. When I had the gentlemen come out to provide an estimate, I informed him I had animals and that I would like burbur. He sold me on the idea of a different carpet based on him having cats and them not being able to shred it and that it was great in high-traffic areas. He also told me that if the carpet got matted or pulled that it would be covered under the 15 yr warranty. I went w/ his suggestion and had that carpet and laminate installed- $6200 for materials and labor. I called Luna in January 2016 informing them that the carpet was shredded and matted down where there's high traffic. They came out to estimate the damage and told me they would call w/ the results. As of 2/25/16, I had still not heard so I called and spoke w/ ******. She informed me that the carpet would need to be replaced and that due to the matting it would be covered under the warranty. I called back today as no one had called to do the installation and was informed by ****** that it would need to be replaced but it wasn't under warranty and that I would be charged $252. He then proceeded to tell me that not only is pet damage not covered, but even the matting wasn't covered because it was on stairs. I was NEVER told ANY of this when purchasing the product or I wouldn't have bought it. My issues w/ the whole transaction are as follows: 1. Sold a product I didn't want based on the suggestion of the salesman 2. Sold a product, the salesman knowing that it would NOT be covered under warranty simply bc it's on stairs 3. Customer service never calls back when they say they will 4. Inconsistent communication based on whom you speak with- one tells you it's covered, the other says it isn't 5. No backing of their product- told I could go to another company to get carpeting 6. Not offered ANY other option than to pay for it or go somewhere else 7. False information provided regarding warranties 8. Gross bait & switch practices

Desired Settlement: I would like this carpet replaced per the sales pitch pushed on me two years ago- free of charge. I don't want the same crappy carpet that I will have to replace again in 2 years; I want one that's actually going to hold up the way they sell it

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and for customer satisfaction and goodwill Luna has agreed to replace the carpet on the stairs at no cost to the customer. The replacement carpet has been ordered.  Replacement will be scheduled at the customer's convenience once carpet has been received. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

4/20/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Luna has been at my house 5 or more times to install a floor. I have had to take time off to be at home only to have them deliver the wrong floor 3 times, wait for a salesperson who told me after waiting for him all day that he does not need to come to my home. Luna is at my house today (3/28/16) to install the floor but now they don't have enough flooring to complete the job. Which means I have to take another day off for them to deliver the floor and another day for them to install the floor. I am loosing money every day that I have to sit here. Also, Luna scheduled a day to deliver the floor on a Friday, confirmed the appointment but on Thurs I received a call to tell me they were on the way to deliver my floor which meant I had to rush home to meet them. I feel I'm being taken advantage of with no resolution. Luna seems not to care about my time which is valuable to ME.

Desired Settlement: I want Luna to refund "a reasonable" amount of the money that I paid for the floor to compensate me for the time that I had to spend waiting for them and not getting my floor completed.

Business Response: We appreciate the customer contacting us regarding her concerns.  Luna completed the installation to the customers satisfaction on 4/2/16.  Luna considers this matter resolved.

Consumer Response:


Complaint: ********

I am rejecting this response because:
Luna has did not install the floors in a timely manner.  Luna called and confirmed on 6 different times that they would deliver the floors only to bring wrong color floors, scheduled a sales person to come to home only to be told 

that salesperson did not have to come.  It is so unfair that I had to be put on hold waiting for Luna.  Also, they confirmed that they would have the floors installed but did not uphold their promise.  I am not satisfied.  
Sincerely,

******** *******

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and come to terms on a monetary accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

4/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We initially called to schedule a in home quote on a Monday. I took the day off of work to get this done. No one showed up for that or called us to tell them they would not make it. We called them and let them know what happened and they gave us a slight discount on an upcoming order. After the measuring and pricing, we barely worked out a price as well as an install date and ****** our sales person, left our house. After talking about our options, we decided to change our order within the timeframe Larry told us we had. He told us because our order had laminate and carpet, that the installs absolutely needed to be on different days. So we scheduled out install for Monday March 28th. Once again, no one showed up and no one called. We had to contact them. Apparently the installation date was never made so once again I have wasted another working day. The person from customer service tells us she is sorry and that they indeed CAN work together and are actually good at doing so. Fast forward to today. An installer from Luna calls me to tell me he is in the area and can get here sooner. When I asked him if he is installing the carpet or the laminate, he is agitated to say the least and told me he would not be coming to my house to install the carpet and we would have to reschedule because they do not work at the same time as the laminate installers. This whole thing has been a nightmare and they have broken contract MULTIPLE times and I am seeking a refund for 100% of the money and if we cannot accomplish that, I will be taking them to court to be compensated from my time away from work as well as the time wasted waiting around for their service.

Desired Settlement: I am seeking a full refund from Luna for 100% of my money including my security deposit. If this is not possible, I will be seeking litigation

Business Response:

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

4/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 1-5 2015, Luna installed new carpet and laminate floors throughout my home. My complaint regards the laminate installation and the poor customer service following the installation. Within days I noted some flexing or "springiness" in the floor, with movement in some areas clearly noticeable as I walked across it. I also kept finding new areas that would creak as the planks moved against one another. About a month after the installation I discovered that a bathroom sink was not re-installed properly during the installation, leading to damaged flooring. When Luna sent the same installer out to fix it, he quickly reminded me that he was "not a plumber" and that he could not promise that it wouldn't happen again. Frustrated, I had him simply remove the sink and repair the floor, leaving any re-installation of the sink to me, contrary to the original sales agreement. Within a few days I noticed that the transition piece at the bathroom door and all of the floor around it was not only very loose but had nails sticking out of it. On 2/6/2016, I called to request that a new installer come to inspect the bathroom floor repair, the large number of areas that were creaking, the issues where the floor was flexing or "springy", and several areas were the edge of the flooring was not even covered by the trim. On 2/20/2016 a new technician came to my house, took pictures, agreed that there were problems, and that a project manager would call me. I had heard nothing by 2/27/2016 so I called was told my ticket was tagged high priority and that the account manager, ****** ********* would call soon. I heard from no one and called again on 3/2/2016 and 3/3/2016 and told Nicole was unreachable. On 3/7/2016 I received a call that I returned on 3/8/2016 to finally schedule a repair. On 3/19/2016 2 techs came to my house, said that there are material issues as well as installation problems, and did no repairs. Called on 3/24/2016 for an update and have again heard nothing since

Desired Settlement: Considering the low quality of the initial installation, the horrible post-installation customer service, the unreasonable length of time it is taking Luna to remedy the situation, and in light of the most recent installer's opinion that there are problems with the material itself (including the material he was sent with to repair it on 3/19/2016), I would like the entire laminate floor replaced, at no cost to me, with a new, different material. In addition, I would like a partial refund of the original laminate installation cost to reflect the time I took off work for the original poor installation, time I will likely have to take from work for any repairs or replacement, and the terrible customer service I have received since the installation.

Business Response: We appreciate the customer contacting us regarding her concerns. Luna has agreed to replace the laminate flooring under warranty with a different style of laminate. customer has yet to schedule a replacement date.

Consumer Response:


Complaint: ********

I am rejecting this response because:

While Luna's response time and attentiveness has greatly improved since registering a complaint with the BBB, 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,

******* *******

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and come to terms on a monetary accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

4/16/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Carpet was installed at the end of February. Within a week after installation the carpet throughout the house began to look worn and matted. I called Luna at ************ to discuss my concern. They sent out the original installer to take pictures. He agreed that the carpet did not look new and there maybe a defect in the carpet. I called Luna again, March 2, 2016 to find out what could be done. They have not called me back to discuss the issue. I have called every week, sometimes more than once a day, to speak with someone about this issue and have yet to receive a call back. On March 25th, one of the many calls, I was told that someone did call me back a left a message on the 18th March. No call was registered on my phone, nor was there a message. At that point the representative told me they would not warranty the stairs and I would have to replace them on my own dime. They did not say anything more about the entire house. This is not acceptable. The carpet is brand new and should still look new after only a month. This is not my first experience with new carpet with Luna. In 2014 I purchased new carpet with them for my previous house. That carpet still looks great. I believe the carpet they installed was poorly made and will not withstand normal wear and tear.

Desired Settlement: I would like Luna to return my phone calls and come out and replace the carpet with different carpet in all the areas they put this carpet.

Business Response:

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.

4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered carpeting had it set to install, installer showed up with wrong carpeting, he left, no follow up. we called the salesman **** ***** and also emailed, he admitted the ordering was wrong. Said he call back, never did, we had to initiate an email, he said to call Luna customer service. Called customer service, got passed around, were told someone would call us back. carpeting is paid in full and we can't get an answer when or if we will get our product.

Desired Settlement: Would like a solution, already took a day off for delivery - wrong carpeting. Want my product, or my money back.

Business Response: We appreciate the customer contacting us regarding her concerns. The installation is scheduled April 9, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is a follow up complaint. My initial complaint was not resolved. My floors are scratching and damaging among edges. The floors are defected.

Desired Settlement: Repair

Business Response: We appreciate the customer contacting us regarding her concerns. Luna has agreed to repair the customer's laminate flooring as a one-time courtesy with a signed agreement. customer is schedule for an assessment to gather a material count on 04/06/16. 

4/11/2016 Problems with Product/Service | Complaint Details Unavailable
4/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased pre-finished hardwood floating floors for our home in April 2014. After months (due to ordering delays, waiting on materials, incorrect measurements and installation mistakes) we had the flooring installed. We complained profusely about the poor installation experience but were content with the product when finally installed. However, within months the flooring started to sag and shift apart in a few places. We called/complained to Luna and after several months, they insisted they fixed the problem after ripping out a huge portion of the flooring, leveling the subfloor and relaying the wood. While the installers were still there, I pointed out that the problem had been made worse. The slats of wood were shifting when stepped on and dipped down a few cm when pressure was applied. The installer became loud and defensive and left without offering a solution. Since then, we've placed over 20 calls to customer service (Marshall at the corporate office) with no response. Luna guarantees a lifetime of satisfaction on their installation, yet after a short time the integrity of the flooring in our home is failing. We've spent thousands of dollars and were promised a quality product, yet that has not been delivered to us. Luna's guarantee is null and they are not upholding their agreement, since we cannot reach anyone in person to rectify this situation for us. It us cost us time, money and aggravation in recent months to try and have this issue resolved. We've used Luna for other products (carpet) for multiple projects and properties but would never use them again or recommend them to others after this experience. We will pursue agreessive action until the product (durable, functioning wood flooring) we paid for and was promised has been delivered to us.

Desired Settlement: Place the existing flooring by ensuring the subfloor is suitable for the product we purchased. Not the salesman, not the installers, not the second installers advised us not to use this because of an issue with our subfloors. This is NOT the time to make excuses for a poorly done installation. The product needs to be replaced and installed properly or removed and replaced with something that Luna can guarantee, at the expense of Luna. Immediate response is requested.

Business Response: We appreciate the customer expressing their concerns. Luna and the customer have agreed to replace the flooring under the installation warranty.  The replacement is scheduled for April 7, 2016. 

4/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/08/2015 I purchased carpet from Luna. The Luna ID# is ******* and the project ID# is ******* The carpeting was installed in a residential home in Naperville on 12/18/2015. Upon completion of the installation, the installer told me that there was a problem with the carpet. He pointed out that there were severe crush lines and that the carpet would need to be exchanged out. About a week later, I called Luna seeking customer service. I was on the phone for a lengthy period of time because Luna could not find my order or anything relating to the installation. The person from Luna even asked the question, "Are you sure you purchased the carpet from Luna?" Later, I learned that the call had gone to a service center in Texas, and there were problems with information between this area and that location. Eventually information was found on my order, and I was told that a technician would be calling me. I never received a call. On January 14, 2016, I revisited the store where the carpeting was purchased located at **** ** ** ** in *********** IL and reported to the person on duty my problem. He went into the computer and allegedly filed a complaint with Luna requesting that I receive a call. It was also requested that any call be directed to my office number since neither my wife or I are home during the day. Contrary to the request for a call to my office, a call was received by my wife in the evening hours. The person was not cooperative and told my wife to try vacuuming the carpeting. My wife informed her that the carpeting had been vacuumed several times and requested that a technician contact me at my office and gave the person my office number. I was never contacted. On January 21, I revisited the store where the carpet was purchased, and they again filed a complaint with Luna. At this time, I have not been contacted and the crush marks still exist and appear to be getting worse. Please contact my office at *************

Desired Settlement: I would like to be called by Luna as promised at my office telephone number ***** ******** to discuss the situation and to have the defective carpeting replaced.

Business Response: We appreciate the customer contacting us regarding his concerns. Mr. ********* will be submitting photos of the carpet issue this weekend. Luna will review pictures and determine the next steps to resolve the carpet issue. We anticipate the customer will be satisfied with the final resolution to the situation.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

****** *******

4/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is about Product and Customer Service Issues. We ordered our new carpet and hard floors in October 2015, on our first scheduled installation date for the carpet the in installer told us he could not install for various reasons. We called to reschedule for a different date. The installer then came back installed the carpet. A few days after installation we noticed 2 major seams showing in the carpet. We waited a few weeks to see if they would disappear, they did not. I called and talked to a rep about the seams. A month later they sent someone out who said they could not figure out what the issue was he took pictures and said he would talk to management. They then rescheduled for another person to come out another month later who said it was defective but they would not be able to replace that piece since it has been 5 months since the carpet was installed the rest of the carpet is worn down and will not match. So he took pictures and said he would talk to management. During all of this we had multiple installations scheduled for our hard floors, each time the installer came to our home stating they could not install for various reasons. I spoke with management multiple times about the issues only to have them tell me, to have the issues solved I would need to pay them more money. So with no help from customer service or management we decided to cancel our hard floor order. So needless to say we have gone with another company for our hard floors, and we still, 5 months later,are waiting for our carpet situation to get fixed. I paid for a product and service, and received defective product. This situation should have been corrected months ago when I first called to bring to their attention. Every issue I have had, I have had to track someone down to follow up on. Customer service does not call you back, management does not call you back unless you continuously call them and wait on hold for 30 minutes or more. I just want the product I paid for.

Desired Settlement: At this point, I am looking for a full refund. I have been dealing with Luna for 5 months now. Based on what the last inspector said, "We cannot replace the piece since the rest of the carpet has been walked on for 5 months, it wont match.", means to me there will be no solution for this and we will have to deal with defective product showing horribly ugly seams in my hallway. If Luna had taken action from the beginning and replaced the carpet, I would have been fine. But even if they offer to replace it now, I am due to have a baby in 3 weeks and refuse to have those fumes lingering in my house with my newborn. I would like the refund so when we put our home on the market and begin showing it, I can just replace my carpet using a different company. I do not believe I, as the consumer, should have to pay the amount we paid for defective product and then have to just deal with it. I find this to be a huge integrity issue and I have lost all respect for Luna as a company.

Business Response: We appreciate the customer contacting us regarding her concerns.Luna and the customer have agreed on a monetary discount to resolve.  the accommodation has been processed to the customer financing account.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your help in quickly resolving this matter. It is much appreciated.

Sincerely,

******* ********

4/5/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We started our floor installation last Tuesday, March 15th. The company had us take half of a day off work to drop off hardwood. On Wednesday, we had to take another half day in order to wait for the team to arrive to install the floors. The quality of work was poor AND they ran out of supplies. We called to complain. The next day (and another half day out of work) the workers arrive with no knowledge of our complaint that we needed to redo the poor job they did. They did not have enough supplies, so they left. THat was Thursday around 11am last week. It is not Tuesday and have since called multiple times - Th, Fri, Mon, and today - to get ahold of someone at Luna and after several hours on hold for customer service, we have yet to hear back from someone. Not only are our floors not completed, but we are living in a construction disaster for the last week. We were told that the project would take 2 days and now we can't even get ahold of someone, nor have they made ANY attempt to contact us to complete the project. We are paid in full.

Desired Settlement: We want them to redo the poor work they started, finish the job and give us a 50% discount for the time out of work to wait for them and hassle with just getting what we paid for, for the hassle the last week and for the awful, unconscionable customer service.

Business Response: We appreciate the customer contacting us regarding her concerns. The installation was completed on March 24, 2016. We have spoken with the customer regarding her concerns with the installation, and an inspection is scheduled for March 30, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter

4/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A sales representative came to my house to do an assessment of what we needed. We told him that we wanted carpet in all of the bedrooms, steps and basement and hardwood floors in our living room and hallway. We have a split foyer so he took measurements and told us what was needed. He stated that we needed to have the carpet laid first and then the hardwood. We received a call the Saturday before the installation letting us know they didnt have the carpet we wanted but would give us a different one; we were ok with it. The carpet was done on Monday but the steps were not done properly. There were gaps between the carpet and walls (I sent pictures to Luna). The next day when we were to get the hardwood done; they called to confirm at 6:30am that they were to come 10am-2pm. At 9:30 and received another call with them trying to cancel. I told them it was not possible because I already took off for 2 days and I have an 11 month old walking around a house that is not safe. The carpet taped down and not nailed because they said the hardwood people would do it. When they finally arrived after 2pm that day; the technician said that hardwood could not be laid because of our railing which was NEVER told to us. Mind you removing the rail would now cause problems because we just got carpet laid at the bottom. Luna does not want to remove the rail and now we have an issue. I cancelled the hardwood since they couldnt do it but have been waiting to hear from a manager since then. I've called several times and spoke with several people.

Desired Settlement: I would like a refund for my inconvenience and to have my carpet placed on my steps correctly. They also need to nail down the carpet on the doorways instead of being taped with duct tape.

Business Response:

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.

4/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Tuesday March 22nd we meet with a Luna Sales Person in our home to purchase some Hardwood flooring. We looked at samples; picked out what we desired; which included the hardwood flooring; matching base wood; and quarter - rounds. On Friday when the installers showed up there was not matching base wood with them. After calling customer service I was told that it was not a part of our order. Well we did not see the order because it was presented on a **** and we never received a copy of it to review. Never the less it was not what we anticipated. Customer service told us it would be another 350 dollars to get the base. I explained that we just paid them 2000 and it was their salesman fault for not addressing it on the order. During the call with customer service, the installers had already removed the existing tile floor and disconnected all of the appliances; so it was too late to cancel the order. Luna refused to provided the floor bases unless we paid the additional $350.00 at the time I did not have. Additionally once the installers found out there was a problem they refused to remove the old base and simply installed the flooring up against it; it looks extremely tackee; because before the problem they were installing it the correct way by removing the existing base; installing the flooring and then putting the base back over it. I asked them not to do that and they refused. At that point I just did not say anything else. They kept slamming my door, even after I asked repeating to stop. It was truly a mess. I tried to offer them water and be extremely nice. They act as if they were made at me for the discrepancy of not having the base in the order. I really think the confusion started at the point of sale. ***** the manager I talked to was very condescending and unreasonable. His resolution was for them to abandon the job, even after they had already remove my flooring and appliances. Hopefully I can get this issue resolved correctly.

Desired Settlement: For Luna to take the time to understand what happened and take responsibility for the error of their salesperson. We desire to have the matching base. Plus it needs to be installed properly. What we have now is not the most professional job. The installers act as if they were mad because we had the discrepancy. We just desire to have the job completed correctly. Thats all. If you can help us, we would truly appreciate it.

Business Response: We appreciate the customer contacting us regarding his concerns. Luna and Mr. ****** have agreed to install wall base as part of his order at a discounted price.  Luna will perform the installation of the wall base on a date of his choosing.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******

3/24/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When their sales person came out to my home I informed him about an access door to my crawl space that I wanted covered with the same carpeting. He assured me that wouldn't be an issue and their company could handle the job. They sent out an EXTREMELY rude and incompetent installer who refused to finish the work he started and left the carpet in the middle of my floor. Because he didn't finish I had to reschedule movers which cost me a $250 rescheduling fee and when I spoke with customer service they said they would send a "better" installer out on Thursday 3/3. Now after speaking with the customer service department today wondering when my installer would come out. I was informed that they couldn't send someone out until the "subfloor was level"...I informed her that the subfloor is and always has been level. She said not according to "pictures" she saw of the area. First of all, I gave NO ONE permission to take pictures inside my home. Second, I did not see these pictures and I'm assuming the installer lifted that part of the floor to make it seem unlevel because the area is not and never has been unlevel. It is flush with the rest of the flooring and when there was carpet in the area before that board was covered with carpet. No one called to offer to refund my money now that I have to get a more competent company out to complete the job. I have been on hold for more than 30 minutes trying to get my refund. They keep telling me the management team is busy and putting me on hold longer. Finally, I was transferred to a voicemail that is full and I couldn't leave a message on. The voicemail says that it is for "****** Today" which lets me know that I don't want to contact ****** to finish the job either since they're apparently the same company.

Desired Settlement: I want a refund of the total installation charge for my carpeting. I want the installer they sent out reprimanded for his unprofessional and rude conduct when coming to my home. I want my complaint available for viewing on your site so that other people know how inept this company is in handling jobs that require a little more than just a box shaped room. They can't even install carpet if there is anything in the room like other companies do. People need to be aware of this before they hire such an incompetent company.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and the installation is scheduled to be completed on March 7, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Business Response:

We regret the confusion that occurred during the installation. We have spoken with the customer and confirmed that the repairs were completed on March 9, 2016. We appreciate the customer’s feedback. 

Consumer Response:
Complaint: ********

I would like my complaint against this company to stand on your site. They are not holding themselves accountable for their horrible customer service. I had to call more than 6 times on 3/7 and at one point I was on hold for 40 minutes and the rep dropped my call and didn't bother to call me back. They cost me more than $400 with the moving reschedule and getting another plumber to finish the work because the plumber I had available was not able to access the crawl space because they covered it up. Then when you call you are transferred all over and at least twice I was told I was calling Empire not Luna when I called the number for Luna. In the future I'll go with a local/lesser known carpet company who will value a customer's business more. 

Sincerely,

***** ****

3/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Luna installed our carpet in August 2014. 2 bubbles appeared in summer 2015; I called to complain & a tech came to restretch the carpet. He told my husband if we need any more repairs after 2 yrs. from installation date, we'd have to pay. Another bubble appeared January 2016. I called to complain again & installation manager came to assess on 2/16/16. He said during last repair the tech used wrong tool (kicker, when should've used pole stretcher?), padding under carpet feels/appears wrong, & tech gave wrong info about charging fee for future repairs. He said cust. service would call me to schedule another date for repair. He said they'd give us a timeframe on a certain day & we should request to be the 1st stop. He said if the crew showed up w/ wrong tools, call him?! Anyhow crew scheduled for 2/20/16. I called on 2/19/16 requesting to be the 1st stop; the rep said no guarantee. I received a call at 7:50am on 2/20/16 saying the crew would be out between 9am-noon. I again requested to be the 1st stop; was again told no guarantee but crew could call me when on their way. At 12:05pm no one had shown up or called so I called & said forget it, just give me money back. Totally dissatisfied w/ product & service, keep getting the run-around. Paid $1,000 for this carpet & just keep having problems!! The rep said maybe the crew was running late, she could check. I said no, don't have time to sit & wait all day, just give refund. She said a manager would call me. Then at 4pm a tech showed up, I told him he was supposed to be here between 9am-noon, I'm waiting to hear from manager. He shook his head & walked away. Corporate called me on 2/22/16, I again requested a refund, was told no due to product lifetime warranty. Discussed other possible date/time for repair. Was told I'd get a call back...nothing yet. I want to get a refund & be done dealing w/ this company! Incorrect installation, misinformation, miscommunication, poor service...fed up.

Desired Settlement: Full refund.

Business Response:

We appreciate the customer contacting us regarding her concerns. The repairs were completed on February 24, 2016. The customer has advised that she still has concerns, and we have reached out to her via telephone and email to discuss the situation. We look forward to hearing back from the customer and amicably resolving this matter.

Business Response:

We have spoken with the customer, and she has decided not to move forward with another assessment. We have advised the customer to contact us if she changes her mind. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and this resolution is UNSATISFACTORY; however, I choose not to pursue further action.  I have no choice as the business continues to be uncooperative.  They told me they would send $150 reimbursement for damages caused during the most recent repair if/when I signed an "agreement."  They also said they would have a 3rd party inspector assess the installation.  As soon as I signed the agreement for reimbursement, they cancelled the 3rd party inspector and said I needed to have their installation manager come out first.  I advised I already had the installation manager out before the most recent repair (he was the one who initiated that repair).  They then told me that was not the installation manager (even though that's what I was told originally and that's how he introduced HIMSELF).  I asked why I was told he was the manager if he is not?  I was again told he is the foreman and the manager oversees all installations.  The business is now refusing to send a 3rd party until/unless I meet with their manager.  These employees are so unprofessional and uncooperative.  I have to drop the issue as I have no choice.  I'm sure if I agreed to have their "manager" come out it would cause a new issue.  This company has given me nothing but the runaround and extremely poor service. 

Sincerely,

****** *****

3/19/2016 Problems with Product/Service
3/17/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Luna installed carpet in Dining room, Great room and a stairway in March 2012. Brought out $400 self-propel upright vac. Told carpet would shed bags of material, had to buy canister vac! It did and would have broke me with cost of bags! Dining room and stair install fine, seam running from north to south in gteat room terrible! Could not repair and installed new carpet with seem west to east{ also used less carpet installed this way]seem still terrible. Now carpet has several dark spots looks like dirt. Had carpet cleaned by***** ****** told not dirt and not wear.Called Luna to have an inspecter come out. Scheduled for 12-9-15 from 10 o' to 1. Never called and arrived at 2'30! ****** came in and immediately stated that the dark areas he could steam and comb and the dark would disappear but would come back! He stated they or the maker of the carpet had pulled it from stock. He would report to main office and I told him that when he said nothing could be done I told him that was not going to be sufficient! I have since been calling several times told they would call back in 24 hours. Never did tried e-mail withj a ************ **** and told ****** said the carpet was dirty, had not been cleaned every year and he knew nothing about a seem! {he had also told me on entering my home he was the professional!] I told her he was a liar and she said she would send to the home three samples of similar carpet, of course I would have to pay betweem $700 and $1200! I told her according to their decending life time warranty I was supposed to pay 30%. Never heard back from her, this was 1-20 and 1-21 of 2016! On 2-5 ****** called from the main office and after listening to some of this said he would call me in 24hours.Called on several days most recently 2-29 *****,will call back in 24 and same with ***** *** ** ******** on 3-2.Sent e-mail on Friday,3-4 to ************ **** told her on Monday I would file this complaint!

Desired Settlement: I would like the great room carpet replaced with similar color under their 5 star Assurance and in their warranty they even state that if the carpet is discontiued they would sub similar quality.

Business Response:

We appreciate the customer contacting us regarding his concerns. We have reached out to the customer via email, and we are offering a replacement of the great room at no cost with a signed agreement. We look forward to hearing back from the customer and amicably resolving this matter.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  Thank you for your help.

Sincerely,

******* ********

3/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Orderded New carpet after installing there is defect. Have called and keep getting run around. No one will call us back or take action. They came took pictures said needed full replacement.

Desired Settlement: New carpet with out defect and discount on what I paid for wasting my time.

Business Response:

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and advised that we have submitted a claim with the manufacturer and that it may take a few weeks to get a response. We will follow up with the customer as soon as we receive any information. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

3/10/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We had carpet previously installed by Luna in the downstairs part of our home. We decided to have carpet installed in the upstairs part of our home and called Luna for a quote. We asked the salesman (Tony) to have the same carpet installed in the upstairs part of our home as was installed downstairs previously because we liked the quality and the thickness. The salesman said that carpet was discontinued, but he had something even better for us. So we had it installed. After the install, I immediately noticed that the carpet was much thinner than the other carpet Luna installed. I found out later from their customer service team that the carpet was several ounces lighter than the carpet we originally asked for. And that the other carpet we wanted was NOT discontinued. I believe the salesman could not meet the timeline and/or price quote we received from Empire he provided disinformation to get the sale. Other Issues: The carpet design on the stairs did not match what we asked for. They carpeted an area of a closet that we asked not to be carpeted. The carpet install happened the week of December 14th. I called customer service the same day. I was bounced around to 3-4 different customer service agents/managers for a few weeks until I received a call from a manager ***** ******* on January 18th. ***** was initially very helpful and confirmed that the carpet we received was of lighter weight than the carpet previously installed in the other part of our home. He asked me to email him pictures of the stairs and closet as well, and said he would get back to me in a few days with a resolution. I emailed him the pictures along with summary of the issues we discussed on 1/18/16. It is now February 27th and I have not heard from him (or anyone else) since. I have called and emailed ***** numerous times. I have called the main customer service line several times. Each time they say ***** will call back "within an hour" or later that night. Have yet to receive a call.

Desired Settlement: My desired outcome is to have the carpet they installed removed, and the original carpet we asked for installed at no additional charge to me. I also want Luna to move the furniture out before removing the carpet, and put the furniture back after re-installing the correct carpet.

Business Response:

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered a replacement with a signed agreement. The customer accepted this offer and will be meeting with us on March 4, 2016 to select the style for replacement. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

3/7/2016 Problems with Product/Service
3/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 25th, 2015, we purchased wood and tile flooring from Luna. While the tile flooring has been installed, the wood flooring is still incomplete. The biggest holdup has been the first step on of our staircase. Luna has been out to the house 5 times to measure it. I have been on the phone multiple times with Luna within the last few months. I am always told someone will get back to me. No one does.

Desired Settlement: I want the job finished.

Business Response:

We appreciate the customer contacting us regarding her concerns. We regret the delay in completing the installation and any inconvenience that occurred as a result. We have been attempting to reach the customer via telephone to schedule another measurement of the stairs. We look forward to hearing back from the customer and amicably resolving this matter.

2/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I met with a Luna salesman on 12/4/15 and booked our hardwood staircase install. We were told that 3 of the stairs were a special order because of their size and shape. The order was stated to us to come in 6-8 weeks. We had to reach out after 8 weeks to confirm the order status and set up the install, no one called us. When the installers showed up the 3 special order stairs where no were to be found, the installers did not know where they were and left after only 15 minutes at our house. No one called us to let us know what was going on, we called Luna to follow up and no one had any idea what was ordered or sent out. After a week Luna called us and told us that the stairs were mixed up a warehouse and that we needed to reschedule the install. The second installers came and this time the special order stairs came in but in the wrong color. They installed my stair accept for the three special ordered ones and left telling us that Luna would call us. No one called us and we had to follow up, no one at Luna understood what was going on when we spoke with them. They said they would look into it and call us back. We have called and left several voice messages but have not heard back. We are very dissatisfied, we want our stairs completed and no one will contact us with a straight answer about the issue. We paid half up front on our credit card for this project and financed the rest with Luna. I had to take two vactaion days off for the two installs and my stairs are not completed. We are extremely unhappy with Luna’s service and we want this resolved ASAP. Thank you.

Desired Settlement: We want our stairs completed and a discount on our purchase for the horrible customer servious Luna has shown us. I had to use up two of my vacation days that I can not get back to be at my house for Luna's installs and they still did not complete the project or order correct material.

Business Response:

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and advised that the stairs need to be reordered and that they can take up to eight weeks to receive. For customer satisfaction, we offered the customer a discount with a signed agreement, and he accepted this offer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******

2/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a floor installed by Luna Flooring, 3 months ago. They covered my floor drain in my utility closet, and my sewer line backed up-which we were unable to identify due to it being covered. The floor should never have gone that deep into my utility closet, which was at Luna's fault. We have several photos, which support this installation error, and we are now dealing with a mold issue which is hazardous to my chronic health issue. We have contacted Luna Flooring direct, and they are denying any resolution to their installation error.

Desired Settlement: We are requesting that the floor be replaced, due to the incorrect installation of our floor. We are trying to avoid a health issue, which will occur if this issue is not resolved. There is also damage to the floor, due to water build up underneath the floor drain. Again, no floor should go around or cover a floor drain; this is a hazard for several reasons, as well as a health issue due to mold build up. We do not want any kind of refund, just replacement of the floor due to the installation error. When the re-installation takes place, the installers should be aware that floor drains should not be covered, or hidden for safety reasons to the homeowner.

Business Response:

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer, and the repairs are scheduled to be completed on February 29, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. The kitchen floor will be reinstalled on Monday February 29th at no charge to us.

Sincerely,

****** ****

2/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was sold on laminate flooring by their salesman guaranteeing me it would be a good match for dogs and kids and it had a 25 year warrantee. When my dogs had an accident on the floor it began to buckle and warp. I called Luna and they looked at it and informed me it was not their problem. I was specifically sold on laminate by their salesman based on my needs. I was greatly misinformed and then they wouldn't even consider replacing the floor when it began to ruin. It is only 4 months past install.

Desired Settlement: I want a refund, as they were fraudulent in their salesmanship and their warantee.

Business Response:

We appreciate the customer contacting us regarding their flooring concerns. The  inspection results indicate that there are no installation or manufacturing defects. As such, we are not able to provide the requested refund. However, we are offering the customer a replacement at a discount rate of $500 with a signed Accommodation Agreement. We appreciate the customer's feedback and look forward to amicably resolving this matter. 

2/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Luna rep issued me a quote for the floor install and we paid a security amount of 20%. They showed up to do the install and then collected the remainder of the cost which we paid, and they began removing original flooring and started to install new flooring. We then get a phone call saying we owe them more money for a mistake they created and had nothing to do with us, and they wanted an additional $600 for no reason. They tried to negotiate a lesser additional charge for nothing and after arguing with them they then told the contractor to stop working our home flooring and to pack up and leave. They promised us a full refund after talking to the head manager and they have processed our 20% security deposit but not our full $3360 we paid for the services. We then called to check and they denied ever charging us. We have now went to our bank and filed for Fraud since we have proof of the cleared charged amount. This company is very inappropriate and the customer service is very poor. Our base floor is gypsum and is creating a constant fog of dust contaminant and is giving myself and my 7 month old daughter respiratory problems. My Infant daughter is now throwing up mucus and has ***** stools from agitation from this fog of powered cause by Luna Flooring due to the fact they ripped out all of our existing flooring and never finished the install leaving this bare gypsum floor.

Desired Settlement: If no refund is made a law suit will be filed and we would like to collect more for additional damages to our health, time wasted and anguish.

Business Response:

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered an accommodation with a signed agreement. The customer has accepted this offer, and we have received the signed agreement. We appreciate the customer’s feedback and consider this matter resolved.

2/2/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Luna installed hardwood flooring on our stairs and second floor of our home. Soon after our stairs started cracking and popping when walked on. Luna has sent out two separate contractors to our house to evaluate our problem. Contractors #*** and #***. We were told by both companies that we needed multiple treads replaced as well as our entire landing section. The first contractor added up 5 tread boards plus the landing and the second contractor actually told us 7 tread boards. Both contractors were to report the findings to Luna and then we would be scheduled for the new install covered under their LIFETIME WARRANTY. After the first contractor's findingsl Luna sent out a company who were told they were to put nails into the boards only. They did that and it did not fix our noisy stairs. The second contractor then came out and again told us we had to replace the boards. Following the second contractor's visit we received a voicemail from Luna stating that the contractor had found no problems and our problem was not our hardwood stairs but our house. We have that voicemail saved as well. We are 100% positive our issue is the hardwood installation and not our subfloor. This has been confirmed to our faces by two contractors sent out by Luna only to then be told by Luna that there is nothing wrong. We believe because they do not want to put the money into redoing our stairs. I spoke with a regional manager by the name of ******* on January 8th who assured me we would get to the bottom of this issue. Since then I have called and asked for her to contact me back three times. it is now January 21st and she has yet to get in touch with us. I also called on January 20th at 4:30 PM and explained to a Luna customer service rep that I would be filing a complaint with the BBB. I was told upper management would call me back on January 21st with in 4 business hours. That did not happen. I called again tonight, January 21st at 7:50 PM and was told again I would be contacted.

Desired Settlement: We would like our brand new hardwood stairs to be fixed and done properly. We paid a lot for these stairs and it is no acceptable that a nation wide company is not willing to stand by their claim of a Life Time Warranty. It is absolutely an installment issue which has been confirmed in person by two separate company contractors sent here by Luna.

Business Response:

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and scheduled an inspection for January 29, 2016. Once we have reviewed the results of the inspection, we will follow up with the customer to discuss possible solutions. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

2/2/2016 Problems with Product/Service
2/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had ****** carpeting installed throughout my upstairs in May, 2015. I was told that it was high quality and comparable to the *********** carpeting that ****** had given me a quote for. Eight months later, it is showing signs of wear in high traffic areas; specifically the stairs. I called Luna and explained my issue and was told that someone would contact me. I was then contacted by ****** and after I explained my issue again, he told me that someone would be out on Saturday (1/16) to look at it and that they would call on Friday with a time frame. Nobody ever called or came out so I called them. I was then told that they had tried to reach me to get more information about my claim. I told ****** again what I had already told him. He said that I would need to pay to have the carpets professionally cleaned to see if that helped. I told him that he had said they would send somebody out to look at it and he then told me that if they did that, that person would tell me the same thing. That I need to have it professionally cleaned. The carpet is not dirty; it's already wearing down and me paying to have somebody clean it is not going to solve the problem. The bottom line is that the carpet is low quality and I'm incredibly disappointed with the quality and customer service. I also sent an e-mail to them and have not had any reply to that.

Desired Settlement: To have the carpet replaced or repaired.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and she has agreed to send pictures so that we can file a claim with the manufacturer. Once we have submitted the claim, we will follow up with the customer to discuss the results and possible solutions. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I have forwarded pictures to the the business. 

Sincerely,

******** ********

1/23/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Luna has a lifetime installation warranty on their carpets, and also a warranty covering stains. The carpet is about a year old. One room in my house had gotten stained by pet urine. I had the carpet professionally cleaned as required by the warranty. After finally getting someone to come to my house to do an assessment (which took several weeks of trying), he informed me it should be covered, as I showed him the multiple stains. I then, maybe a week later, was told I'd be responsible for paying for the carpet to be replaced. I asked for clarification, but the agent who contacted me didn't have the answer, and said he'd call me back when he did. That never happened. I have contacted Luna many times since then, no one in the office handling my claim ever seems to be available. The one time they did, the gentleman was very nice, and promised to find out what was going on and contact me the next day. He even emailed me so that I would have his direct contact information. After a week or so, I emailed him and heard nothing back. After a couple more weeks (it was around the holidays) I called a couple times and left messages but was never contacted back. After calling the main several more times in which no one handling my issue could be reached, I asked customer service if I could have my account manager's direct number, and they provided me with his extension. I have left him multiple messages and still have not heard back. Luna claims to cover stains, and my carpet in one room is still stained and unreplaced after months of being strung along.

Desired Settlement: I would like the carpet in my loft replaced as per the warranty.

Business Response:

We appreciate the customer contacting us regarding his concerns. We have been in contact with the customer, and he has sent us pictures of the issue, as well as a cleaning receipt. We will use this information to file a claim, and we will follow up with the customer when we have an update. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

1/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I hired Luna to install hardwood flooring in my home in March, 2015. The reason that I decided to hire Luna was because of the installation promise (One day) and their service guarantee. The install was 3 days and during the three days 2 installers would start the job but after a few minutes only one installer (less experienced) was left to complete the job. There were even times that I helped the one installer remove the old floor because I wanted them to finish timely. I also lost work time because the one day install was really three days. I voiced concern during the install on the workmanship and the work ethic and was assured that my job would be satisfactory. After the job was complete there were numerous scratches, damage to planks, uneven installation to just to mention a few problems. I immediately called Luna at least 3 times and it was a PROJECT just to get a return call. When I saw that they were not going to stand behind their work I contacted my credit card company. In the meantime Luna finally sent someone out to review the substandard work. The new company acknowledged the substandard work and said they would resolve the problem and after more calls to Luna I never heard from anyone again. My CC Company temporarily reversed the charges and contacted Luna. Luna said they would look into the matter. After 8 months my CC Co. said that the cost to repair the problem ($1750) would be pardoned and that Luna had agreed to this pardon. Now Luna is harassing me for the $1750. that was accepted as pardoned by them to my CC Co. they are threatening legal action. I had the work fixed and Luna contacted the vendor to confirm the work was done. The vendor also provided them with a proof of payment invoice and now they are harassing me about my cc statement. I paid cash. They also said that they would only pardon $300.00. Not the $1750. that they agreed to with my CC Co.

Desired Settlement: I want Luna to accept the dispute pardon that they agreed to with my credit card company and to reflect my balance with them as paid in full. After this is done I want no further contact with Luna.

Business Response:

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.

Business Response:

We have spoken with the customer and agreed to remove his open balance in exchange for a signed agreement. We have received the signed agreement from the customer,and the customer’s balance has been removed from collections. We appreciate the customer allowing us to resolve his concerns amicably.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****

1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Flooring was told be of the highest quality. However within a few months the floors are chipping. Contacted the company and they said customer damage. They were to re inspect and never came. My floorING is very low quality. I was told with my warranty they would repair catches and chips for 30 years. They want to charge me $1000 to repair.

Desired Settlement: I want the floors repaired.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and an assessment was done on December 23, 2015. We will follow up with the customer to review the results and possible solutions. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Business Response:

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

Consumer Response:
Better Business Bureau:
I am closing the case however still dissapointed in the quality of the floors. I was sold on the floors due their durability and within a few months. Mild usage on the floors has shown this damage. Very dissapointed in quality.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Candace ********

1/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had Luna install carpet in two bedrooms, a stairwell, and landing on November 21st. After the install I called them the very next day to report some defects in the carpet that was installed. I did not receive a call back so I called them again on the 24th and spoke with someone who took my information. At that point they scheduled someone to come out on the 28th in the morning to take a look at the carpet. On the morning of the 28th I called Luna 3 times to get a time frame on when someone would be out to the house, even though they are supposed to call before 9 to let you know. Each time I was told that they could not get a hold of the installers and their phones didn't have a voice mailbox set up. However, I was assured that someone would be out to the house. It was not until my third phone call into the office around 2 O'clock that I was tole that no one would be out to the house, they don't know what happened and apologized. They then scheduled another appointment to come out to the house the very next weekend. Mid-week they called and said they would have to reschedule because they were booked and shouldn't have scheduled that appointment. They then rescheduled to come out on the 5th. The morning of the 5th I again needed to call to see when the installers would come out. The installers came in the morning to "look" at the carpet that needed to be repaired and left within 5 minutes saying someone else would be in contact with scheduling them to come out and fix the issues. I received a phone call later that week and was scheduled an appointment on the 19th. On the 19th I called Luna several times to get a time line of when someone was coming out. Again I was assurred that someone would be there at some point during the day but they could not get a hold of the other office, installers, etc. I asked to speak with a manager, and at 11:00 was again told that no one would be coming out to the house again. My materials were not in.

Desired Settlement: It has been a month since I had carpet installed in my house with needed repairs and visible defects. Luna is canceling appointment after appointment, and at this point not returning my calls or rescheduling to have installers come out to the house saying they do not have the materials needed to repair the job they did. I will need to go to another flooring company to obtain these repairs if I can match the color of the carpet. This will cost me extra $$. I have spent days on the phone calling and waiting for installers that never show up. Taken time off work even. I would like a refund for the carpet they installed so I can afford to get competent company in to fix the work they did. I have also used their financing program through Wells Fargo for this work.

Business Response:

We appreciate the customer contacting us regarding her concerns.  We regret the delay in completing the repairs, and any inconvenience that occurred as a result. We have spoken with the customer and advised that the custom stair pieces will not be available until after the New Year. We will follow up with the customer to schedule the repairs at her convenience. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

1/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had both laminate flooring and carpet installed in February 2014 and have had issues with both. The laminate has "chipped" by dropping something as minor as a plastic serving spoon. The molding continues to be an issue, pulling away from the walls, causing gaps which let in ants, cold air. Portions have split/broken where the installers put in the staples to hold it. There is warping by the toilet that had to be removed and re-seeded to install the flooring. Almost every time I've called to set up a "service" appointment, they have called the day of and cancelled due to "an emergency". The carpet looks like it's been in the home for 12 years. This is not a high traffic house as for most of the year it is only myself and 2 small dogs (under 24 lbs. each). I work 2 jobs and am rarely here. No one is allowed to wear shoes in the house. I have cleaned it, it's vacuumed weekly. I call, leave messages, no one returns calls. Installers either show up early, late or not at all without a call. The "installers" and an outside firm have evaluated the carpet and deemed that it's normal wear and tear, which is highly unlikely with the traffic volume of the house but when I complained after the independent inspection, I got a call from a manager offering to replace and upgrade the carpet to the tune of $1,600.00, which I refused as I am still paying off the initial costs of both the carpet and the flooring, which I believe cost almost $6,000.00. Dealing with this organization has been nothing short of a nightmare since the time the installers arrived. They are rude, dismissive, un-professional and their follow up and follow through is horrible.

Desired Settlement: I want the warped flooring in the bathroom replaced and where there are "chips" in the laminate, I want that replaced too. I want the molding fixed so it stays flush with the wall as it's supposed to. I want the carpet throughout the house replaced, as I fully believe there is a defect. In fact by "offering" to replace the existing carpet, they almost admitted that there were issues with what's currently installed.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and the molding repair is scheduled for January 2, 2016. Per the results of the third party inspection, there are no defects with the carpet, but for customer satisfaction and good will, we offered to replace the carpet at a discounted cost. The customer declined this offer, but we remain willing to replace at the discounted cost. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Business Response:

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.

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 ******

1/1/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had hired Luna to install my floor back in September. They said that tehy could do it in 3 days. So they gave me thursday- Saturday, They comne on Thursday and said they do not have all the flloring to do the job. Then they call in said it would be in on Tuesday. The installer come and they are just sitting around to get permission to do a sub floor. So not work was done that day. Then they come Wendesay and finish the job. Now we are having problems with the flooring in 2 of the 4 rooms. They keep sending people over and they look at the fllors and take pictures an nothing has been done. This has been going on since September and we are not very happy with them. This is December and I was told that they have to take up 2 rooms of the flooring to fix the damage tiles. There is gule on them that we can not get up, a hole, and some of the boards are coming up. I would like tp solve this as soon as possible.

Desired Settlement: I would love to have the floors done to my saticfation. Thank you

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and the repairs are scheduled to be completed on December 23, 2015. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

1/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11-25-15 Luna came to our house to install carpet in our living room and downstairs bedroom. The installers informed us after the job was completed that the carpet in the bedroom had discoloration and that another installer would have to come back out to fix it. We called Luna several times and were told a manager would contact us within 24 hours which never happened. On 11-28-15 at 4pm installers showed up at our house from Luna without contacting us. The installers complained for 15 minutes upon entering the home about how they had to drive 3 hours and it was not their responsibility to fix someone else's mistake. They began to rip out the old carpet and replace it. The installers informed us that their vacuum was broken and they could not clean up their mess. Once they left we went downstairs to clean up and observed that all the old carpet they ripped up was placed in our family room which was down the hall from the bedroom. We also observed while vacuuming that the carpet was not tacked down and was ripped underneath. There were also tacks sticking through the carpet in which my 2 year old daughter stepped on. We found that 2 hammers, a screw driver and a crow bar were missing in which we filed a Police report with the Leland Police Department. We spoke with a manager named Lisa who offered us $50 for the stolen items so that we would not file a Police report. Lisa assured us that someone would come out on 12-01-2015 to fix the carpet for the third time. No one called or came to our house. Again we spoke with Lisa and requested a refund for the bedroom. She refused and assured us an installer would come out on 12-08-15 for the 4th time between 9am and 12 pm. An installer showed up at 1:06pm with no carpet and stated he "didn't know he had to replace carpet" at which time he was denied entry to our home. We have been billed for carpet that isn't properly installed and is damaged. Luna refuses to give us a refund and had had 4 chances to correct their mistake.

Desired Settlement: We are requesting a full refund for the damaged carpet and tack stripping, the items stolen, our time to clean up their mess, and to have the carpet replaced by a different company due to the room being unlivable. Luna has refused to give us a refund or correct their mistakes. Luna has had 4 chances to correct their mistakes and made us a victim of theft as a result of their installers in our home. We are now left with a bill for services not rendered.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer via email and offered a partial refund to keep the carpet as is, refund and removal of the basement portion of the order, or repair the tackstrip and carpet coming up under warranty. The customer has declined these offers. We have advised the customer that we remain willing to provide any of the offers. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

12/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a house and decided to go with Luna for laminate flooring. They showed up on December 7th and put in my flooring. When we went through the final walk through to make sure everything looked fine, I noticed that every baseboard in my house was either cracked or completely missing pieces. Not only this, but they also put 4 holes in my wall. When I asked them about this, they told me to go buy some corking and fix this myself. Needless to say I was appalled. I made sure to take picture prior to them coming as well as after. I refused to sign their paper work and spoke with their boss. His boss issued them to come out two days later to replace each molding that was ruined, as well as to replace the base boards. Well today, Wednesday December 7th. They are refusing to replace all of the boards except one, and now are telling me that they were already like this when they came here. The workers were extremely rude and unprofessional making derogatory remarks under their breathes. I called their boss again, but this time he was unprofessional and started yelling at me over the phone.

Desired Settlement: Refund for the damages.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer regarding the damaged wall base, and she will look into having it either repaired or replaced. We have advised the customer that we will reimburse her for this. We look forward to hearing back from the customer and amicably resolving this matter.

12/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my luna flooring10/26/2015within 72 hours after ordering. They will not refund my 4,900 dollars. I called multiple times and they tell one lie after another.

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

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

Dianne King *****

12/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There have been unacceptable delays in service after payment has been rendered including but not limited to cancellations, missed appointments, rude personnel, unrealistic excuses, etc. They have wasted your time your money and my extremely limited patience. Your staff was uncooperative when requesting the assistance of a manager who is then unavailable and did not return several calls. They have taken our money and provided us with no acceptable service. We have had six seperate install dates since November 27th. Two seperate times the installers just didn't show up. Other times installers were rude, discourteous, and didn't cooperate when we asked for their supervisor or manager's information.

Desired Settlement: We are willing to give Luna until the end of the week to fully complete installation-- as it wil be a full 10 business days longer than the agreed-upon date. If the work is not completed by this time we will be seeking a full reimbursement, as the work completed to date, materials provided, and customer service have been completely unsatisfactory.

Business Response: We appreciate the customer contacting us regarding his concerns. The installation was completed on December 8, 2015, and we have followed up with the customer and left a message to confirm that he is satisfied. We appreciate the customer’s feedback.

12/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We had Luna come out and install laminate and carpeting throughout our entire house on February 21st 2015. When we were shopping for laminate we told the representative our needs and he sold us a product he believed would work for us. Price was not an issue; we just wanted it to look nice and stand up to our dog running around on it. About one week after the install we noticed small chips on some of the pieces. We had Luna come out right away and look at it and they replaced the chipped pieces. In October I pushed in one of our kitchen chairs and a big chunk peeled off the top of one of the pieces of laminate. My husband called Luna on October 3rd and had someone come out to look at it. The man said something must have been dropped on it, so it was not covered under warranty. We told him that nothing was dropped on it, so my husband contacted Luna again and they sent someone else out. This man said that it was water damage that caused it, so it wasn't covered under warranty. No water was ever spilled on the floor in that area, and any other water drips are cleaned right away. My husband contacted the manager on November 13th and was told that it wasn't covered because of the water damage. In the meantime, there are other chips appearing on other pieces of the laminate. I decided to contact Luna myself about the situation. When I first called on November 13th I was on hold for 35 minutes before a customer service representative picked up (my husband later told me that this is normal, as he is on hold anywhere from 5 minutes to 45 minutes). I told him that nothing was dropped on the floor and no water was spilled, so there is no reason to not cover the floor under the warranty. I was told that someone would call me in 1-3 days. I gave him my phone number to make sure I would speak to whomever called. Three days later my husband received a call, but missed it because he was working. The man left a message, so I called him back. He did not answer and I could not leave a message because his mailbox was full. I tried calling for the next two days. Finally I was able to leave a message. He never called back. On Saturday, November 21st I tried him again and left a message. I then called Luna back to let them know that I could not get ahold of him. At first the customer service representative told me I didn’t have laminate installed in February. Then I was put on hold. When she came back she said she couldn’t find my account because I had called Empire (which is also their company). I told her that I did not call Empire, that I called Luna, the same number I call every time. She told me that they would get ahold of him and have him contact me on Monday. Monday came and went with no phone call. I am done dealing with them directly. I am beyond frustrated at their poor customer service and their inability to stand by the product they sell.

Desired Settlement: At this time, I am under the impression that there is either a defect in the laminate we purchased, or we were sold a product that cannot stand up to our everyday wear and tear, which we were told it would based on our current situation. Our lifestyle/situation has not changed since the install. Since Luna is not willing to honor the warranty that we were sold, and they are nearly impossible to get ahold of, I would like the entire floor replaced with a different, more durable laminate. I am willing to pay the price difference in the laminate. I am not willing to pay for the labor to install the new laminate; only the price for a better quality.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and advised that we will have an inspection conducted by an independent, third party inspection company. Once the inspection report is complete and submitted to us, we will follow up with the customer to discuss the results and possible solutions. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

12/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I worked with a local sales representative in NH, who was great and the purchased was based on this sales person. However the service from operations was far from acceptable. I was told that delivery would happen on one day and the crew never showed, I was told that they would be by between the hours of 12-2 and the crew showed up at 10 am. I was offered a credit/discount off of the overall price of $150 and this has not been resolved yet which was over 4 weeks now. The company continues to push me off to another department, give me the complete run around, "Check is in the mail" which has not happened. I am looking to have this resolved but, the company continues to not follow through with what is promised.

Desired Settlement: I am looking to get the $150.00 amount that was promised.

Business Response: We appreciate the customer contacting us regarding his concerns. We regret the delay in processing the refund and any inconvenience that occurred as a result. We have spoken with the customer and advised that the refund has been processed, and we will follow up with him to ensure he receives it. We appreciate the customer’s feedback.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Steven *****

12/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Luna installed vinyl flooring in 2 bathrooms for me. The floors were not level to start and they did not level them in the installation- but I was told that they would. Both floors are very uneven. Luna has been out to inspect and agrees the floors are not level, but claim that their installer did nothing wrong. Installers are given only 1 bag of leveling agent per job. He was to contact corporate if he needed more. He did not contact anyone. Now Luna wants to charge me $700.00 to fix these 2 floors correctly. This should have been done correctly from the first install.

Desired Settlement: Luna needs to come out and take out vinyl flooring and then level the floor correctly and reinstall the vinyl, vanities and toilets.

Business Response: 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.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Laura ********

12/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This merchant promised me professional installation of new hardwood floors but what I received was very poor installation with numerous gaps between the wood panels. Furthermore, the floors were damaged in several places and rather than replacing the entire installation, the merchant, Mr. David Andrade who is manager of customer service, offered to credit my credit card $700.00 to resolve this issue. I agreed to this credit, however, the merchant has never credited my credit card the $700.00 for the poor installation of my floors. I was promised professional installation by the sales rep and that is not what I received. Please assist me and I will never deal with this company again. Thank you so much.

Desired Settlement: I should be credited $700.00 back to my credit card as was promised to me by the merchant which I have in writing.

Business Response: We appreciate the customer contacting us regarding their concerns. The refund has been processed back to the customer’s credit card, and we have sent the customer an email to confirm. We appreciate the customer’s feedback.

12/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had our wood floors installed a few weeks ago. Overall, they look great, but there are issues in certain areas (probably 15-20 spots) where the wood was cut incorrectly and is either splintered or doesn't match up to the other floor boards properly. I had already spoken to Luna to have them come out to resolve the issue. When they came back out, all they did was fill in the gaps with wood putty instead of replacing the floor boards. The two men that were sent out were the original two men that installed the floors. They did fix a couple other areas of concern which I am happy about, but I cannot get them to get back in touch with me. I have emailed them and was told that I would hear back within 24 hours. That did not happen. I called and spoke to someone over the phone the same day that the men came out to make the repairs and asked to speak to a manager/supervisor and apparently nobody was available, but they would get back to me. That did not happen. I have now called back twice just trying to get someone over the phone and waited on hold for 15 minutes both times with nobody answering. We are paying $3,000 for these floors so that our home will be ready to put on the market in the spring.

Desired Settlement: I would like for other installers to be sent out to resolve the issue and for it to be overseen if possible, by a supervisor. All I want is the floor boards to be replaced in areas where they don't match up properly or the wood is splintered. I feel that what we are paying for the floors should cover a proper installation.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and she is not happy with the way that the repairs were done. We have scheduled an assessment for November 30, 2015. Once the assessment is complete, we will follow up with the customer to discuss possible solutions. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased flooring and carpet from Luna. The salesman came out to our home to show us flooring samples and we showed him an example of what we expected to receive. We all agreed on a certain carpet for a price. He did not break the pricing down on the contract. I asked him if he could do that for us and he said that his computer wouldn't allow it. Although, verbally he told us the break down. Our flooring was installed on 11/12 and our carpet on 11/13. I told the installers (who barely spoke english) that I didnt think the carpet was the same quality as I was shown in my home. They told me that it was crushed from being rolled up and that once it was installed and vacuumed a few times it would feel better. I was just dumb enough to believe them. The carpet I received is not what I was shown in my home. Now Luna cannot provide the sample for me to look at again and they said I signed for it so that's the end of it. The paperwork simply had sku numbers and a manufacturers description. I have no idea what any of that means. I go by the sample that was shown to me in my home and that is not what we received. This was a case of bait and switch and they will not help me.

Desired Settlement: I would like a full refund of what I was charged, which was $1445.00 per the salesman. Or I want the high quality carpet that I was promised. I am not willing to pay anymore for this. I paid for something that I did not receive.

Business Response: We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer and offered a replacement at no cost. The customer has selected a new style, and the replacement is scheduled for December 3, 2015. We appreciate the customer’s feedback and look forward to amicably resolving this matter

11/30/2015 Problems with Product/Service
11/29/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered carpet and a carpet runner from Luna in May 2015. The carpet was installed but we were told that the runner would need to be bound off-site and that this could take several weeks to complete. We were told Luna would be in touch when the runner was ready to install. Over three months later we still had not heard from Luna. We called in early September to find out what was going on and were told that because the runner was not properly included on the work order, the runner had never been bound and the carpet for it had apparently been discarded. For four weeks we tried to reschedule a new installation but we were not able to do so--they kept saying they would get back to us with a date for installation but we instead had to call them for updates. One day, we received a call at 7:30 in the morning saying installers would be showing up that day, but we had never been told an installation was scheduled and had to tell them we could not be there for the installation that day because we both had to go to work and had not been given notice that installers would be coming. We were given another date for installation, but when the date came no one showed up. We called multiple times to find out what was going on and were finally told that somehow the installation was not put in the system. After still more back-and-forth with Luna we were given a second installation date. Again, no one showed up. After having to call Luna NUMEROUS times that morning to find out what was going on, I was told that "the carpet had not come in on the truck last night" and that they would not be able to do an installation that day. I had used one of my precious vacation days from work to ensure I could be there to meet the installers and was quite upset that they did not show up when they said that they would. However, we decided to give Luna one more chance to fulfill our order and we scheduled a third installation date. The day before our third installation date, I called Luna to confirm that someone would be out to install the runner and they confirmed that they would. However, on the morning of the installation we heard nothing from Luna. When we called to find out what was going on, we were told that the installer did not have the correct carpet and that yet again, they would not be showing up to install the runner as promised. It has now been five months since we ordered this runner. We have had to take vacation days from work, spent time on the weekend waiting for installers that never showed up, and have had to make countless phone calls (and spent literally hours on hold) with Luna trying to figure out why our runner is still not installed. We have now lost all faith in this company and are no longer willing to wait around for appointments that will not be kept. We are incredibly disappointed in the customer service we have received and are requesting a full refund of our order. We have been offered $275 in compensation from Luna in addition to the runner being installed but we are unwilling to do any further business with Luna at this point and the $275 will be insufficient to purchase a runner from another company, which is what we now need to do.

Desired Settlement: We would like a full refund of our order.

Business Response: 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.

11/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We had Luna quote out the flooring for our basement. We were told by there rep and it was also provided in writing that we would get our money back if we decided to cancel for any reason. We found a better price with another flooring company shortly there after and requested a refund of our check of $300. On September 22, 2015 we received an email from Kevin *******t (see attached) stating he was processing our refund and needed our mailing address (which they already had on record). My wife confirmed our mailing address on Oct. 5. After several emails and follow up phone calls, we have not received a refund and Luna apparently continues to hold our check. We are very concerned about this business practice of holding onto consumers checks and not processing refunds. This puts a strain an families as they try to keep balances up with their banks.

Desired Settlement: Return our $300 check or process our refund within 5-10 business days as promised.

Business Response: We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and confirmed that the check has not been cashed. For customer satisfaction, we have agreed to refund the customer the stop payment fee. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

11/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my original carpet and laminate flooring installed by Luna on September 13, 2014. In October of 2014 I noticed that the laminate flooring tile in the kitchen was starting to separate. I called Luna and they had a contractor come out and reseal the areas of the floor that had issues. Again in July 2015 we started having the same issue with our laminate flooring tiles separating. We called Luna they had a contractor come out and examine the floor on August 15, 2015 the contractor stated that the floor had not been sealed properly at the original install. I contacted Luna to ask about options to have the flooring repaired or replaced. I was told by my salesperson Sparkle that it would cost an additional $627.30 because they feel that the issue with the flooring was due to a site related water damage issue that voided the warranty. I received a phone call from another salesperson stating that floor could be repaired at no cost. I contacted Luna again to confirm the cost change and was told that there would definitely be a charge. I originally paid $700 to have my laminate flooring installed. I did not void the warranty of the flooring. As stated in the complaint we had issues with the flooring a month after install and have contacted Luna several times to do repairs over the year that we have had the flooring.

Desired Settlement: I would like to have my laminate flooring repaired/resealed at no cost to me.

Business Response: 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.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I have contacted Ms. ******* and I am waiting for additional information from the business. 

Sincerely,

Shonda *****

11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Flooring that was purchased at a cost of $5,719.00. Salesman, who arrived an hour late for our appointment, set up three dates for our combination hardwood and laminate job. Hardwood on the staircase and laminate flooring on the entire second floor. The first being October 9th for what he called a floor inspection to measure the stairs and insure a perfect pre-cut(?). The second, October 12 was to be the drop off date for the materials so that it may acclimatize to the house. And the third being October 13 for an installation that would take no longer than two days. I personally removed all of the carpeting so floor preparation was minimal for the installer. A contractor showed up at six weeks early,on August 31,to measure the stairs. He spoke very little English so I wasn't sure is someone would be out again on October 9. No one did. In early October I received a call from LUNA to confirm the drop off and installation dates. The dates were confirmed. On October 12 no one showed up to drop off materials. In the afternoon I called LUNA to inquire what time the drop off would be. The representative first told me that there was no hardwood in my order and after investigating told me there was hardwood but that there wasn't enough to require a drop off prior to installation. The representative told me that the installer would bring all the materials with him. On October 13 the installer arrived but could not start the installation until he received a payment code insuring payment in full. I paid the bill in full. He was not the same as the contractor who showed up on August 31. He immediately inquired about the materials dropped off by LUNA. Finding the materials delayed the start of the project by hours. The color of the laminate flooring did not match with threshold pieces and the hardwood open staircap was damaged. The installer informed me that LUNA could not replace these until October 20. October 20 the installer called me and informed me that his nail gun was broken and that he could not show up that day. He offered to come the next day but a doctors appointment caused us to delay again until October 22. On October 22nd, as the job progressed I observed that on one of the open stairs the installer used a staircap for a closed stair leaving exposed subflooring. He told me that LUNA failed to provide him with that piece. He suggested that, since I am a handy guy, I could just paint the exposed subflooring to hide it. I paid for a stair and didn't receive it. LUNA attempted to slip one passed me with another (wrong) piece. The installer informed me that he would be unable to install the entire landing because he needs to make measurements off of the staircap that LUNA failed to provide. He requested that I sign off on the project as being completed, which I did not do. The job still is not complete. A one maybe two day installation has turned into two weeks. About noon on October 22. A person identifying himself as manager there, Hector Castillo, called me and informed me that since they (Luna) failed to supply the installer with the proper material that... it may take another two weeks before they can get around to completing the job. Castillo told me he would call me back Thursday afternoon and set up a date to complete the project. As of this time, October 26,Castillo has not called and has not returned my calls. Today, October 26 at 11:02 AM I contacted Ms. Letha Holland, Customer Service Manager for LUNA and advised her of my complaint. I made it clear that if the issue was not resolved today I would dispute my payment with the credit card company and make a complaint to BBB.Ms. Holland immediately responded, "Good Morning Mr. Borowiak,Thank you for contacting me. I did receice your Yelp review and I am working on a resolution. I will reach out to you shortly with next steps. I truly apologize for the inconvenience.Regards,Letha Holland Customer Service Manager Direct: (708) 836-8954" It is now 6PM. No contact.

Desired Settlement: I seek completion of the purchased product and a fair monetary compensation for an extensive delay in the completion of the job. I have disputed the credit card payment with Master Card and will release the dispute upon satisfactory completion of the agreement. I fully intend to pay for the product, LUNA appears unwilling or unable to complete their agreed work. It is difficult to know as they refuse to return calls.

Business Response: We appreciate the customer contacting us regarding his concerns. We regret the delay in completing the installation, and any inconvenience that occurred as a result. We have spoken with the customer, and the installation is scheduled for November 4, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.

Consumer Response:


Complaint: ********

I am rejecting this response because: On 11/4/2015 at about 12:20 PM a contractor of LUNA arrived at my residence. It was not the original contractor. He inspected the unfinished stairway landing and I explained to him the problems I had with the inferior product LUNA had attempted to install. He brought in the new stair in a box. When he opened the box he discovered that the stair he was provided with by LUNA was damaged and that he could not install it.

The contractor then spent about an hour on his cell phone (speaking with LUNA). As he came back into the house I was called by (David) from LUNA. David informed me that the material needed to complete the job was damaged but that I was in luck because he had new pieces in stock at the warehouse. He told me that the contractor could finish it today 11/4/2015 or tomorrow. I told him that I was here all day and that I would like to complete the job today. He told me that would be good, that he would call the contractor to determine if he could do it today. If not today, he would return tomorrow 11/5/2015. David said that he would call me back to let me know.

Just after we hung up I heard the contractors phone ring. He went outside to take it. Several minutes later he returned and began collecting the inferior material to leave. I asked him if he would return today 11/4/2015. He said no. I asked if he would be returning tomorrow. He told me that he might, that he has other jobs to do. He told me that David would call and set it up.

David did not call back.

On 11/5/2015 at about 7:30AM I called LUNA and spoke with (Juan). Juan informed me that the completion of my floor was not on the schedule for today. He said that he would check into it and call me back. Juan has not called back.

I emailed Letha Holland, LUNA Customer Service Manager twice this morning and asked for help. As I type this it is 3:30PM and I have had no response from LUNA.

Sincerely,

Harold ********

Business Response: We have been in contact with the customer, and he has confirmed that the installation is completed and that he is satisfied. We appreciate the customer’s feedback.

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11-10-2015 Luna installed hardwood flooring in our living room. There were several issues with the installers, including lateness, refusal to move furniture as contracted, neglect to remove all packaging and debris from the site. The flooring appeared to be properly installed, but I noticed some serious problems with the quarter-round and a transition piece the next morning. I phoned Luna to request it be corrected (11-11-2015), and was told someone from the Installation Repair Team would call me to schedule the repair. The next day, after not hearing back, I called again. The next day,11-13-2015, I contacted the salesman who sold us the job. He requested I put my complaints and photos in an email to him, which I did. That afternoon I received a call from Bianca, saying she was waiting for materials and would phone me back on 11-17-2015 to schedule the repair. No call, as of yet. I phoned, but Bianca and her entire department are reportedly unavailable to the phone, as are all managers. I would like the job made right without further delay.

Desired Settlement: I would like someone from Luna to come to my home and repair the installation problems within the week.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and the repairs were completed on November 18, 2015. We appreciate the customer’s feedback.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

Roger And Kathleen ******

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased carpet from Luna which was a Shaw's product, series name Ibiza, style/color-cream. Upon installation, they arrived with a different carpet of much cheaper quality than what I purchased. There were 2 separate descriptions on the roll- one was on the plastic encasing of the roll which stated that the style name as "our delight III" and the tag that was pinned to the roll described product as style "big performance", color as "ladies lace 12". As I mentioned previously, this was a much cheaper carpet than what I was shown by the salesperson. The pile was no where near the thickness of the carpet I was shown at my sales appointment.So far I have not been able to rectify this situation with Luna. Most recently, their customer service rep hung up on me when I wished simply to be put on hold to speak with a manager. I would like the product that I ordered and paid a deposit on to be installed ASAP.

Desired Settlement: As stated previously, I would like to see the carpet that I was shown at my sales appointment to be installed ASAP.

Business Response: We appreciate the customer contacting us regarding her concerns. We regret any confusion or miscommunication that occurred regarding the product that the customer selected. Per the customer’s request, her order has been cancelled, and she has received the refund of the deposit. We appreciate the customer’s feedback.

Business Response: We appreciate the customer contacting us regarding her concerns. We regret any confusion or miscommunication that occurred regarding the product that the customer selected. Per the customer’s request, her order has been cancelled, and she has received the refund of the deposit. We appreciate the customer’s feedback.

11/13/2015 Problems with Product/Service | Complaint Details Unavailable
11/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a carpet and bathroom flooring installation scheduled for 10/16/15. At approximately 8:50 am that morning, I received a call stating that they would not be able to install my bathroom floor, and I would have to schedule another appointment. When asked what happened, they said that they "just checked their stock 25 minutes ago" and found that they did not have my tile. This was extremely inconvenient for me to have to take off another day of work, but not having a choice, I scheduled an appt. for 10/23/15. I later called and asked to speak with a manager to address this inconvenience. Marshall, from the corporate office, followed up with me in approximately 10 minutes and issued a $125 refund. Following the carpet installation on 10/16, as I was putting my furniture in place, I found that the installers broke 2 shelves in my bedroom closet, along with damaging several portions of my bathroom door frame. I called customer service once again to speak to a manager about this. I was told at that time that a manager would give me a call back. I was never told that it would take 1-3 business days for this to occur. Therefore on Monday, I called back and was then told of the 1-3 day policy. The representative said that I should be getting a call back either that day or the next day (Tuesday). On Wednesday at approximately 2:30, after never receiving a call back from a manager, I had to call and follow-up. The representative sent an emergency e-mail to the corporate office. Twenty minutes later I received a call from Sparkle Sullivan at the corporate office. After listing my complaints and dissatisfaction with the service, particularly in the damage that was done to my home, I told her that I expect to be reimbursed for the repairs. After Sparkle told me that I should send my estimates to the office and wait for a "decision," I simply made the statement that it seemed to me that there was a possibility that my claim may not be reimbursed or reimbursed fully (given what she had said). She denied that is what she said and went on to say that the conversation was becoming "unproductive." As a customer, this was extremely disrespectful and rude. I also mentioned that with all of the inconveniences of the install, the damages to my home, and the poor customer service of the corporate office (in calling me back 4 days later only after I called them), I expected an additional refund. Sparkle mentioned a refund of $125; however when the conversation was coming to a close, Sparkle said that she would have the initial $125 from Friday processed along with awaiting my invoices for the damages. I asked about the additional refund she had talked about, and she told me that she did not mean it would be an additional refund. She was just merely referring to the initial refund I would receive. They could not refund me any more money. I became slightly upset with this and said that they would not be receiving my business after the bathroom install nor would I recommend them to anybody. In a very condescending manner, Sparkle said, "So if I give you an additional $125, does that mean you won't tell other people that?" Again I found this interaction rude and unprofessional. In summary, I am extremely disappointed with the lack of organization, complete inconvenience, poor customer service, and unprofessionalism of this company. I was told that my invoice number is 877185.

Desired Settlement: I have already been approved for a $125 refund; however, I am seeking an additional refund due to the overall experience listed above. I also expect that all of the invoices/estimates I send to Luna for the repair of my home will be reimbursed in full, despite the cost.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered an additional refund. The customer will also submit estimates for the damages, and we will review for reimbursement. We appreciate the customer's feedback and look forward to amicably resolving this matter

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10886997, and find that this resolution is satisfactory to me.

Sincerely,

Amanda *******

11/1/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We recently moved into a new home and wanted to replace the existing carpet with wood flooring & updated carpet. I requested an in-home appt. with Luna for Aug. 17 which is when we agreed to purchase wood flooring for 3 rooms & carpet for 2 rooms, the staircase, & the upstairs hallway. They installed the hardwood on Aug. 21st, & everything seemed fine. It wasn't until about a week later that I noticed that there was a vent cover sitting on our book shelf. We contacted Luna to report that a vent opening was covered. Luna sent someone to fix it on September 17th. When he arrived, we asked him to look at a couple of the floor panels because they creaked & sunk in/moved whenever we stepped on them. He inspected the area and informed us that it was installed incorrectly & the flooring underneath was not leveled and therefore had broken at the connecting joints (which is where the creaking was coming from). He fixed the vent & then reported the incorrect installation before he left. He asked to see how much wood they left behind & was surprised that they left none. He told us that the wood was ordered & Luna would contact us to schedule replacement. They called & scheduled the replacement for Wed., Sep. 23rd & said that the wood would be dropped off on the 22nd. The wood was not dropped off on the 22nd (which my wife stayed home from work for). In addition, they did not show up or call to install on the 23rd (which I stayed home for). I called the corporate office & spoke with Hector who reassured me that they would come on Thu. the 24th. My wife took another day off & they never showed with no phone call, & the wood had still not been delivered. Luna assured us that they would definitely come out on Tues. the 29th (another day off from work). When the repairman showed up on the 29th, my wife asked him to look at a few more creaky spots. He walked around & inspected the three rooms where wood was installed & told her that the entire floor was installed incorrectly & needed to be replaced. He said that it was apparent that the flooring was not leveled during installation. He reported the issue & the person he spoke with, Maggie Cameron(again from Corporate HQ), called within a few minutes to discuss the idea that the flooring needed to be inspected more thoroughly & issue needed to be addressed with her supervisor(s). My wife vented our frustration with her & informed her of all the prior issues with calling their customer service & having to speak to different people, explaining our situation over & over again, the lack of call backs, bad attitudes from customer service reps, & discussed the issue with the quality of the product that was sold & installed along with the incorrect installation issues. Maggie apologized & seemed sincerely sorry for our experience & told my wife she would elevate the issue & call her back by the end of the business day to give us an update, she never called back. We reached out to her before close of business that day, at least two times on Wednesday (30 Sep), Thursday (1 Oct), Friday (2 Oct), Monday (5 Oct)& Tuesday (6 Oct). Finally I called her one more time on Wednesday morning(7 Oct) and left her a message stating that we would contact the BBB if we didn't hear back from her that day. I waited all day and finally left the house around 4pm and when I returned, she had left a message around 5pm. My wife then called her numerous times today (8 Oct) and couldn't reach her so again she left her messages. In addition to the installation issues, we have reported that the quality of the product sold to us is terrible & not what we were sold/told. The carpet is so thin, we step on nails as we go up the stairs. The installers even asked why we were removing a great quality carpet for what they were putting in. The salesman told us it was going to be of better quality. The wood installed was definitely thinner than the samples initially shown to us. We would like to sever all ties with company

Desired Settlement: We want Luna to take out the poor quality wood flooring and carpet and refund our money. The wood flooring samples that the salesman brought to our home were thicker than the product that was installed. We feel that the product we purchased was not the same that we choice. The customer service department is very inept, rude and doesn't seem to keep notes from previous calls. The corporate managers made little to no effort in working to remedy the issue. They provided direct phone numbers, but were never available to discuss the many issues.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered to replace the hardwood floor. The customer accepted this offer, and the replacement is scheduled for October 26, 2015. For customer satisfaction, we also offered an upgraded carpet at no cost, with a signed release. We appreciate the customer's feedback and look forward to amicably resolving this matter.

10/29/2015 Billing/Collection Issues
10/26/2015
10/26/2015 Billing/Collection Issues
10/16/2015 Guarantee/Warranty Issues
10/8/2015 Problems with Product/Service
10/5/2015 Problems with Product/Service
10/5/2015 Problems with Product/Service
9/21/2015 Problems with Product/Service
9/18/2015 Problems with Product/Service
9/8/2015 Problems with Product/Service
8/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I *************** a former Marine am not happy with the service and installation of Luna carpet and flooring installation. First the salesman Mr************** Made promises Luna carpeting could and **** not keep. For I instance they promised at no cost to me that laminate flooring would match the trim they would install and it does not I asked the technician if he could match it and he said no there's no way. So now I have bass board trim and flooring three different colors on my first new home and this has been a bad experience fro The start. They also promised a completion date which they later changed to week later. After I explained to the Mr ****** the sales men that I needed to get out of my apartment t asap! He said no problem we **** get it don in two days. Which has not happened confirmation # for this is WEBLNXXXXXXXX. Listed ***************. I go by Oscar a. *****. Current address is XXXXX Plumtree circle hales corners wi. The flooring is installed and my awaiting completion of this matter so I can move in at **********************************. I was going to have them install carpet and laminate and vinyl flooring. But either the runaround with all the customer service reps and so called mangers I just want a complet refund on the laminate and vinyl flooring and they can com remove it. From my home. I've already cancelled the carpeting. In total my refund is approximately $4000.00. Please help thanks ****** ***** United States Marine corps Retired.

Desired Settlement: I would like a complete and full refund of approximately $4000.00 and they can come and pick up and remove the flooring from my new first home.

Business Response: Initial Business Response /* (1000, 5, 2015/08/14) */ We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered a discount with a signed agreement. The customer accepted this offer, and the refund has been processed. We also agreed to replace the quarter rounds, and the service is scheduled for August 15, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.

8/10/2015 Problems with Product/Service
8/7/2015 Problems with Product/Service
8/3/2015 Guarantee/Warranty Issues
8/3/2015 Problems with Product/Service
7/31/2015 Problems with Product/Service
7/27/2015 Billing/Collection Issues
7/20/2015 Problems with Product/Service
7/7/2015 Problems with Product/Service
6/15/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had wood laminate and carpet installed on May 12,13 and May 18th respectively. The flooring install was great and the floor looks great. I did have a few issues post installation that I have tried to contact customer service several times and they are not willing to help me. They tell me that a manager will be in contact with me, but I never hear from a manager. I also just left a message with ***** today on 06/01/15 @ 3:40pm. I asked her to call me as well and advised her that I was still going ahead with the bbb complaint. The first issue I had was with the old carpet haul away. The agreement that was signed by me stated that the material would be hauled away. It was hauled away on May 12, and 13 for the laminate flooring, however, on May 18th for the carpet install, the crew would not haul it away. I believe I have paid for this service and would like a credit for the part that was not hauled off. My second issue is with the $980.67 I was charged for supposedly 7 bags of leveling compound and the extra time it would take to apply it and let it dry. I never saw 7 bags and what I did see was the contractor quickly mixing up the compound outside and applying it to the affected areas. He told me that he actually used a different compound that would dry much faster. This happened after I had spoke with the office, who called me earlier that day to tell me that he would be using 7 bags and needed the extra time to apply it. I was advised by the office of the charge. After I returned home that is when I saw the contractor mix the compound and applied everything rather quickly. I am very upset with these two issues because nobody seems to want to rectify the situation and make it right. I keep getting brushed off and am not happy. At this point I will never use Luna again unless this can be corrected.

Desired Settlement: I would like a credit applied to my credit card account that was charged. I would like a credit for the carpet/padding not being hauled off as agreed. I would also like a credit for the lesser amount of compound bags used and the less time it took to apply. I hope that someone will actually take this seriously as this is a breach of contract that was signed by me at the time of sale. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2015/06/03) */ We appreciate the customer contacting us regarding his concerns. We have spoken with the customer,and we have processed a credit to his financing account for the material that was not used. The customer advised that he is happy with this resolution. We appreciate the customer's feedback and hope to assist him with future home improvement projects.

6/12/2015 Billing/Collection Issues
6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Luna on 5/8/15 and set up for a technician to come out and provide an estimate on repairing a small area of carept in my basement family room. A customer rep called w/in the 3 business days to schedule a date for the tech to come. The tech arrived on 5/15 during the scheduled time (anytime after 1 pm) He said w/in 1-3 business we would receive a call with the cost to fix the small area of carpet. No call was ever received. On 5/21, 5/22 and 5/29(both my husband and I called on 5/29) we are told "it's still being assessed" and someone would call back with in 1-3 business days". No call was ever received. Today I called and spoke with Margie and was transferred to a supervisor and I explained that this issue of no one providing the cost was going on 3 weeks. I repeatedly asked for a manager or supervisor that had the answers. He explained that the Acct Manager and the main office in Baltimore MD wasn't answering. I explained again that this was not an involved or detailed job. It was a SMALL area and we just wanted to know the cost. I again was put on hold when I said I wanted to speak with someone and have this resolved today. I was put on hold and then hung up on. My husband called and was put on hold with no answer or resolution. My husdand and I are repeat customers. 3 yrs ago we have the basement family room carpeted. 2 yrs ago we had our living room, stairs and hallway done ALL BY LUNA.

Desired Settlement: I just would like my carpet fixed. I am not at this point willing to pay for the repairs or installation or for any costs relating to this situation. I have been a loyal customer of Luna's for several years and was planning on having Luna re-carpet my 3 bedrooms.

Business Response: Initial Business Response /* (1000, 5, 2015/06/01) */ We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer and offered to complete the necessary repairs at no cost. The customer accepted this offer, and the repairs are scheduled to be completed on June 5, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter. Initial Consumer Rebuttal /* (2000, 7, 2015/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) A Luna Rep did call on 6/5 to confirm the time. The repair tech arrived at my home at the agreed time. He was there and repaired the carpet. The original repair tech that came to my home to measure and assess the damage was the same person that came out to repair my carpet. Unfortunately b/c of his lack attitude and not inputing the information to Luna originally, he cost the company time and money and a returning customer. I am happy to have this issue resolved but will be hesitant in the future to contact Luna for either an install or repair.

6/8/2015 Problems with Product/Service
5/25/2015 Billing/Collection Issues
5/12/2015 Problems with Product/Service
5/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Luna ID# XXXXXXX Project ID# XXXXXX Sales amount: $2,818 Salesman: ****** ********** (we have no complaints about him he was great!) Payment Method: Credit Card My wife and I decided to purchase a hardwood floor with Luna. We had a salesman come out to the house and we picked a floor and chose to have them install it. They arrived and installed our floor on April 25th. The installers put our hardwood floor in and everything looked great. The next morning my wife noticed that a corner of our floor in the foyer was very hot. Upon further inspection we discovered that he installers had covered up a floor vent! We called luna immediately and said we needed an installers out to our house ASAP to fix this so we could turn our heat on as it still got down to 36 degrees or colder at nights. Customer service said they placed an emergency call to the managers office but since it was sunday they were out of the office and we wouldn't be able to fix it until Tuesday. We were told they left 3 messages but we wouldn't hear anything till the next morning! So Luna expected us to go without heat in our house for 2 days. We were assured that our case was an emergency and a top priority (their words not ours). The manager would be in at 7:00am and we would receive a phone call right away. To our surprise we did not receive a phone call for this emergency situation. My wife called in again and we were told they contacted the managers office but there was no response again and they must not be in yet. We were promised a call within 2 hours to get the issue resolved. 2 hours passes and no phone call again! I called back in this time irate that a nation wide company has the worst customer service I have ever seen! I said I wanted to speak to a managers NOW! I have an emergency at my house and they are doing nothing to take care of it but "placing phone calls." I was told they could not find one and had left 3 more messages stating it was an emergency. As the day went on I called multiple times and nothing was ever done. No call back from any manager about my "top priority emergency case" (again their words not mine). So my wife and I went without heat for 2 days and they finally came out and fixed our floor on April 28th. Right after the installers left we were looking at the area where they and to take up the floor and noticed that they had cracked one our baseboards and didn't tell us! I called Luna immediately and said I needed to speak to a Manager because the installers damaged our baseboards. Again they were not able to get a hold of a manager when they placed a call. I am beginning to think that the managers don't actually exist. I was told again I would receive a call the next day by 7:30am. Surprise, surprise, I didn't receive a call. I called in again and said they didn't know what happened and why I didn't get a call. I was told at some point in the day I would get a call from a "regional manager." I actually got a call this time and a voice message was left from a manager named ******. I had my wife call in as I was working and couldn't call. When she called back they could not get ahold of him and they disconnected the call from my wife. This has been nothing but a huge pain trying to deal with this.

Desired Settlement: My wife and I would like a partial agreed upon refund for all of the inconvenience we have had to deal with and the complete lack of customer service. We spent close to $3000 and have been treated less and satisfactory for the problems we have had. Their behavior is inexcusable and unprofessional for a nationwide company. We do not want anyone from Luna ever stepping food in our home again

Business Response: Initial Business Response /* (1000, 5, 2015/05/06) */ We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered an accommodation for the inconveniences. The customer accepted this offer. We appreciate the customer's feedback and look forward to amicably resolving this matter. Initial Consumer Rebuttal /* (2000, 7, 2015/05/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) My wife and I accept the agreed upon refund of $175 from Luna to close our dispute. We feel this is a fair compensation for all the trouble we have had to go through. We hope that Luna can learn from this situation and no other customer has to go through what we did.

4/22/2015 Delivery Issues
4/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I had carpet installed last week on 3/24. The order is under my name, ******* ****** at XXX-XXX-XXXX and ************ (My husband ***** ******'s cell phone number). It is project ID XXXXXX. The installers did a horrible job on the stairs (there were old carpet fibers still visible, the carpet was already tearing in one place, etc.) and in our bed room closet did not even put down a carpet pad. They also scratched up my stair spindles and our baseboards while doing so. There was even an exposed nail (safety hazard!) I called our sales rep ***** 3/26 after I had a chance to inspect the carpet (my husband and I were still living at an apartment and I did not have a chance to view the carpet until 3/26. My husband had concerns but we waited until I had a chance to inspect the carpet) and at my request had his manager ****** ***** reach out to us. ***** was pleasant enough, but ****** is another story. He informed us that they would send out new installers 3/27 to fix the stairs and other issues as we were moving 3/28. They sent out ***** (who was very nice according to my husband) to inspect the carpet - not fix it - but inspect it! ***** said policy was to have it inspected and then fix it following the inspection - which is contrary to what ****** said. ***** admitted the stairs were done incorrectly as well as the closet in our bedroom. He told my husband his recommendation would be to redo our stairs and fix the closet carpeting. The carpet **** be fixed at the earliest next week after we move in ***** said. ****** was not returning my husbands call, I finally got a hold of him and he admitted he told me he would get our carpet fixed 3/27, which of course did not happen. I asked him to have his manager call me, he responded that he appreciated the feedback and would forward it through the appropriate channels. He was unhelpful and rude. On 3/26 ****** also said he would look into a discount for the work done as well. He did not follow up with me at all regarding that.I have not heard from any manager either. My husband has taken time off of work on three occasions (once for the original install, once for what we thought was going to be repairs, and a third time for the actual repairs). He has had to drive back and forth between our house and work because the of the installers coming late. That costs us time and money which we would like to be reimbursed for. We are paying more than $4000 for this. We chose to go with Luna even though they were more expensive because of the BBB rating and the fact that the installers are supposed to be licensed (according to your representative ******* Well the labor we paid extra for was quite frankly not worth it. Our carpet was finally fixed today 4/1/15. I and my husband have reached out to ***** ******* multiple times by phone and email. I got an email from her Monday 3/30 saying that her Sr. Manager ******* would be reaching out to me that day to resolve the matter. I have not heard from ***** or ******* (who we tried calling multiple times) since. I tried to resolve it through the channel they requested on the BBB website, but since we are not getting any response I have chosen to file a complaint. Every time we call Luna we get bounced around and have no resolution to our issue. Today 4/1, the carpet installers wanted to leave and come back another day to fix the stairs after they got here because they said they lived too far away and it could take them 4-5 hours to fix. I had to call Luna to have them talk to the installers and have them fix the stairs. I would like to receive the labor for the installation of the carpet for free and a discount on the actual carpet as this has cost us a lot of time, money, and stress. What was sold to us as a high quality product has been sub par and the customer service to deal with the issues terrible. We put a down payment on the carpet and put the rest on a no interest 12 month Luna credit line through ***** ******

Desired Settlement: I would like to receive the labor for the installation of the carpet for free and a discount on the actual carpet. I also want a separate warranty that guarantees if we have any issues with the carpet due to installation or poor product quality they will pay for the labor and carpet to fix the issue.

Business Response: Initial Business Response /* (1000, 5, 2015/04/07) */ We appreciate the customer contacting us regarding her concerns. For customer satisfaction and good will, we offered the customer a partial refund in exchange for a signed release. The customer accepted this offer and the refund has been processed.

4/10/2015 Guarantee/Warranty Issues
3/13/2015 Problems with Product/Service
3/3/2015 Guarantee/Warranty Issues
2/27/2015 Delivery Issues
2/24/2015 Problems with Product/Service
2/2/2015 Guarantee/Warranty Issues
1/30/2015 Billing/Collection Issues
1/19/2015 Problems with Product/Service
1/16/2015 Delivery Issues
1/14/2015 Problems with Product/Service
1/9/2015 Billing/Collection Issues
12/30/2014 Delivery Issues
12/19/2014 Problems with Product/Service
12/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: CARPET WAS PUT INTO OUR HOUSE ON SEP 16 AND THEY SCRATCHED UP OUR FAUX PAINTED WALLS ALL ALONG THE BASEBOARD AND 2 FEET OR SO UP THE WALLS. ALSO SCRATCHED UP ALL THE OAK JUST FINISHED WOODWORK AND DOOR FRAMES. ALSO PULLED BASBOARD FROM WALLS AND PULLED NAIL OUT DUE TO TOO MUCH CARPET NOT CUT AND SHOVED DOWN BETWEEN BASEBOARD AND FINISHING STRIPS. PULLED BASE BOARD COMPLETELY OUT FROM WALL AND JUST SET THEM ON TOP OF CARPET AND DID NOT EVEN TELL US THEY WREAKED OUR WOODWORK. CARPET HAS DIRT MARKS ON IT AND WAS SUPOSE TO BE NEW. CARPET LAIDED POORLY AROUND FIREPLACE. SIGN ON COMPLETION SLIP FROM INSTALLER NOT APPY WITH JOB AND THEN CALLED LUNA RIGHT AWAT TO TELL THEM HOW THEY DISTORYED OUR PROPERTY. COMPLAINT NUMBER IS X-XXXXXXXXX DONE WITH ****** SEP 16 AT 225PM. CALLED BACK AND SAY I WANTED SOMEONE OUT HERE RIGHT AWAY TO LOOK AT THE DAMAGE AND WAS TOLD THEY COULD NOT GET SOMEONE THAT DAY. NEXT DAY SENT AN INSTALLKER TO TAKE PICTURES OF THE DAMAGE NOT EVEN AN AJUSTER. I HAD TO CALL BACK TO THE REP WHO WAS IN CHARGE OF OUR CLAIM *** **** AND AFTER AFEW DAY FINALLY GOT IN TOUCH WITH HER. SAID SHE WOULD GET BACK TO US BY THE END OF DAY AND DID NOT. FRIDAY SEP 19 NOW!!!! CALLED ON MONDAY SEP 22 AND WAS TOLD SHE WOULD GET BACK AND STILL NO PHONE CALL, NO DAMAGE FIXED AND NO CARPET REINTALLED SO THE WOODWORK IS NOT PULLING AWAY FROM THE WALLS. POOR JOB AND CUSTOMER SERVICE

Desired Settlement: THINGS FIXED, CARPET REDONE, COMPENSATION FOR INCONVIENCE OF LIVING UNDER THESE CONDITION BECAUSE OF LUNA

Business Response: Initial Business Response /* (1000, 5, 2014/09/30) */ We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and she is in the process of obtaining estimates for repairing the damages. Once we receive the estimates, we will review and reimburse the customer for the cost of repairs. We will also be inspecting the carpet at the customer's convenience. We look forward to hearing back from the customer and amicably resolving this matter. Initial Consumer Rebuttal /* (3000, 7, 2014/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still in the process of getting estimates for damage and compensation for all the time and trouble we have incurred. Carpet will still need to be fixed and payment still will have to be made for all the damages to our home. Final Consumer Response /* (4200, 11, 2014/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not until the work on the carpet is complete and settlement is received Final Business Response /* (4000, 17, 2014/10/31) */ The repairs have been completed to the customer's satisfaction. We are currently in communication with the customer regarding the refund process and look forward to amicably resolving this matter. Consumer Response /* (3000, 25, 2014/11/18) */ 11/7/14 info from consumer: They have not completed he refund as of today an I never said that I was satisfied with the result yet you closed it. In did not want thiss closed till everything is done. ********* ------------------------------------------------- 11/7/14 info from consumer: THEY DID NOT SETTLE WITH US SO HOW CAN YOU CLOSE THIS. I NEVER SAID I was satisfied . I'm very upset. ******** Business Response /* (4000, 27, 2014/11/25) */ We have been in contact with the customer and confirmed that she has received the refund check. We appreciate the customer's feedback.

12/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I has carpet installed in my family room, stairs, hallway and all 3 bedrooms. The carpet started to pull and snag almost immediatly. I called Luna and they sent someone out who said it was my dog... I had to call to find out the resolution as Luna never followed up with me. I disagreed with the assesment and also pointed out that the stairs were not installed as promised as one piece of carpet(believe the sales person called it cascade) instead it is a separate piece of carpet for each tread which has snags and pulls in the cuts. It ia also very difficult to vacuum the stairs at in the joints. Luna said they would have someone out to ***** but never heard back from them. I have sent mulitple emails in Aug 2013 and Aug 2014 complaining that the carpet is coming up in my family room and now has a huge wrinkle that I had to buy an area rug to hide it. But the carpet has started to rise up in other areas now so I can not hide it. This carpet has been installed for 3 years and it is worn very badly and this was supposed to be top grade carpet recomended for homes with pets. I have the 5 star warrenty with lifetime installation guarentee. I woulod say between phone calls and emails I have reached out to Luna 7 or 8 times with no resolution on their part.

Desired Settlement: I am looking to have the carpet replaced in my family room due to the need for it to be restrected pretty much in the entire room now and I also want the stairs replaced and installed how I was promissed with the cascade tachnique.

Business Response: Initial Business Response /* (1000, 5, 2014/11/25) */ We appreciate the customer contacting us regarding her concerns. The repairs were completed on November 24, 2014. We appreciate the customer's feedback and hope to assist her with future home improvement projects.

12/8/2014 Delivery Issues
12/1/2014 Problems with Product/Service
11/21/2014 Problems with Product/Service
11/21/2014 Delivery Issues
11/21/2014 Guarantee/Warranty Issues
11/21/2014 Problems with Product/Service
11/3/2014 Problems with Product/Service
10/29/2014 Delivery Issues
10/28/2014 Problems with Product/Service
10/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Luna installed wooden flooring in kitchen area last year, we had problems with wooden floor, we contacted for their help several times started calling 9/20/2014. They said, they will call and take appointment. All our calls were ignored, there is no reference to our calls, nobody called back, and there is no note about our calling in their records. After insisting about our issue open floor, they claim they do not have technician to come and assess the floor condition. They said I need to wait three weeks. Finally, I got an appointment 10/23/2014 with no time. They call one day before to tell the time of the day technician come to our home to assess. This indicates the worst service and there is not respect for warranty Order_Number: 233165

Desired Settlement: DesiredSettlementID: Replacement The installation is faulty and they need to assess the reason for floor damage.

Business Response: Initial Business Response /* (1000, 5, 2014/10/10) */ We appreciate the customer contacting us regarding their flooring concerns. The inspection results indicate that there are no installation or manufacturing defects. As such, we are not able to provide the requested repair at no charge to the customer. We have been in contact with the customer and offered an aggressive discount for the repair due to water damage. The customer accepted this offer and we are working on scheduling an installation date.

10/21/2014 Billing/Collection Issues
10/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We paid for expensive, spill-guard padding in our whole home. We had a small amount of water damage to our basement with the storms last week. When we pulled back the carpet to dry out the pad, we noticed it was installed incorrectly. It only had the spill-guard pad in a few small sections. The rest was cheap, thin padding. This caused those sections of carpet without the good pad underneath to be ruined. We called Luna the next day to get them to come out and access/fix the damage. They promised a call back within 1-3 days. Three days later, still no call back. We called again. We were promised a phone call the next day. No phone call back. Called again, they said they would send someone out to look at it. They sent two non-english speaking people out who had no idea what the problems we were having were, and acted like they couldn't understand me when I tried to explain it. One of the workers did manage to admit that the pad was installed correctly. He said we would get a for sure call back the next day after he reported the damage. No call back. All the while we have wet carpet and pad sitting in our basement, causing it to smell of mold and our furniture to be damaged, as well as making the space unusable. We called back yesterday to see why no one had contacted us. The representative, ******, said we'd get a call back Tuesday (FOUR DAYS AWAY). We said we would be filing a complaint with the BBB then. At that point he said someone will call us back within a few hours, since we mentioned the BBB. Surprise, no phone call back. Our basement has been unusable this whole time and the customer service has been HORRIBLE. We want the carpet and pad replaced in the whole basement, and we want a refund on the spill-guard padding we paid for in the rest of the house since it was probably installed incorrectly as well.

Desired Settlement: Basement carpet and padding completely re-installed with the correct padding and new carpet, since carpet was damaged due to the improper padding. Refund for the padding that was installed in the rest of the house since we don't know if that was installed correctly.

Business Response: Initial Business Response /* (1000, 5, 2014/09/03) */ We appreciate the customer contacting us regarding his installation concerns and overall experience. The inspection has been completed, and per the results, we have offered the customer a replacement under our installation warranty at no cost. The customer has accepted our offer. For customer satisfaction we **** also assess the additional rooms that were installed by Luna to confirm that the correct padding was installed. The replacement will be scheduled at the customer's convenience. We look forward to resolving this matter amicably Consumer Response /* (3000, 14, 2014/09/25) */ They cancelled our original appointment because of "issues with their vehicle", even though we cancelled plans and waited around all day (they didn't cancel until towards the end of our appointment time). We then rescheduled for this Saturday, and have plans to have people over tonight. We've waited around once again all morning. Luna showed up with the wrong carpet (even though we specifically told them what carpet). The installer said someone will call us, and got in his car and left. THIS IS THE WORST CUSTOMER SERVICE WE'VE EVER RECEIVED. Business Response /* (4000, 16, 2014/10/03) */ We have been in contact with the customer and the replacement was completed on October 1st, 2014. We appreciate the customer's feedback and hope to assist with future home improvement projects.

10/16/2014 Delivery Issues
10/14/2014 Problems with Product/Service
10/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: salesman **** from Luna has come to my condo in may XX XXXX . He has shown several flooring samples, and we agreed on flooring and installation date and paid deposit as required. On May 21, Mike informed that drop off date is 5/27 or X-XX-XX and install date is 5-29-14. on X-XX-XX and X-XX-XX goes by and no drop off of the flooring. 5-29-14, the rep from luna calls me and states he is coming today and I need to move all furniture and electrical outlets. the flooring installer peter comes and st***s complaining that it is too much work and cannot do the job and leaves. I called **** salesman and luna and leave a MESSAGE TO CALL ME regarding installer problem. I don't get a call, so I call multiple times and finally reach AMY account manager. Her supervisor is **** *******. *** informed me that technician **** come for pre inspection of my condo and **** send a better installer.I called several managers looking for a solution ****-CUSTOMER SERVICE MANAGER ****** CUSTOMER SERVICE MANAGER ****** CUSTOMER SERVICE ******* CALL CENTER REP I WAS TOLD THAT INSTALLER ***** #1464 **** COME AND DO THE WORK. I contacted the salesman **** again since I was not getting anywhere. july 19,2014-**** informed that *** ***** WILL CONTACT ME *** ***** maanger CAME TO MY CONDO AND MEASURED MY CONDO WHERE THE WORK IS TO BE DONE. he finalized the price and said no more issue and problems. He stated everything **** be fine and no more hassles. the date is set August 2014 and wood is delivered and the installer comes and takes my credit card and charges for the full price agreed and hands me a reciept.He then measures the floor once again and removes the furniture, door, closet doors and disconnect electrical appliances. then he proceeds to measure again and states incorrect measurement by the manager and states luna did not authorize him to do the work. I call *** ***** manager and let him know the problem and installer is in a stand still till ok received by Luna. *** ***** states the manager is working on the case and will get back to me. the manager *** **** called me and said to move forward with installation, I need to pay 1200 dollars more now or the work **** be stopped. I have called mr.*** ***** and emailed with no response from him. MR ART JONES is aware OF THE CURRENT SITUATION per *** **** MANAGER.

Desired Settlement: REPLACE THE FLOORING AS AGREED AS I PAID IN FULL TAKE RESPONSIBILITY FOR LUNA MANAGEMENT ERROR IN MEASUREMENTS. LUNA NOT TO BLAME THE CUSTOMER FOR LUNA ERRORS LUNA NOT TO PENALIZE/CHARGE CUSTOMER IF IT IS NOT CUSTOMER FAULT.

Business Response: Initial Business Response /* (1000, 5, 2014/09/02) */ We appreciate the customer contacting us regarding their flooring and sales concerns. We apologize for any inconvenience regarding the miscommunication of the total square feet required to complete installation. We have been in contact with the customer and offered an aggressive price for the additional work needed. As such, we are not able to install without the additional charge. The customer has the option to pay the additional charge or cancel the order for a full refund. We remain willing to work with the customer and we look forward to reaching an amicable resolution. Initial Consumer Rebuttal /* (3000, 7, 2014/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) No credibility We are still waiting It has been a week 7 days since last response Very very slow I am still worried that the price may change again Final Consumer Response /* (4200, 11, 2014/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Luna is not taking responsibility for their pricing They have asked my husband to pay 1000.00 additional dollars Final Business Response /* (4000, 13, 2014/09/29) */ We appreciate the customer contacting us regarding their flooring concerns. We have been in contact with the customer and completed the installation on 9/24 at an agreed upon cost.

9/29/2014 Problems with Product/Service
9/16/2014 Guarantee/Warranty Issues
9/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The carpet installer moved the mattress from my kings sized bed into my bathroom and stood it upright to allow them to install the carpet. By doing this the mattress was damaged. There are now large lumps on the mattress that will not come out. I have not been able to sleep on the bed since the carpet installation. I would think that carpet installer that move mattresses on a daily basis would know better than to stand a large mattress on it side. I have made 5 or more phone calls to Luna's customer service, I keep getting told someone will call me back to discuss this issue but no one ever called. One of the people I've been told will call me back is ******* ******** and after 2 voicemails left for her, I still have no call back.

Desired Settlement: I would like to have my mattress replaced.

Business Response: Initial Business Response /* (1000, 5, 2014/09/03) */ We appreciate the customer contacting us regarding his installation concerns and overall experience. The inspection has been completed, and per the results, we have offered the customer a replacement under our installation warranty at no cost. The customer has accepted our offer. For customer satisfaction we will also assess the additional rooms that were installed by Luna to confirm that the correct padding was installed. The replacement will be scheduled at the customer's convenience. We look forward to resolving this matter amicably. Initial Consumer Rebuttal /* (3000, 7, 2014/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response seems like a canned response to BBB complaints. The response has nothing to do with my complaint. No one has anyone inspected anything nor have I been offered or accepted anything. I did not have a problem with the carpeting, padding or installation. My problem was that the installers damaged my mattress that was move and improperly stored while the carpet was installed. This is another example that Luna Flooring has very poor customer service. Final Business Response /* (4000, 9, 2014/09/04) */ I apologize, this response was for a different customer. Mr. ******** was contacted on 9/3/14 and he is aware of our claims process. We are awaiting additional documentation from the customer to proceed with his claim. We look forward to resolving his concerns amicably.

9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a problem with my flooring a luna rep came to look at and said moisture readings were normal.This gentleman left and said someone would call me. No one ever contacted me so after a month I called back and after much delay on the phone they came back and said it was moisture damage.Dont know how it can be because they said it was normal and I don't have this problem on any of the flooring that they put down.Repeated calls to have a manger call me to disscuss this have been ingorned Product_Or_Service: floorinf Account_Number: 9306638

Desired Settlement: DesiredSettlementID: Replacement damged fooling replaced

Business Response: Initial Business Response /* (1000, 5, 2014/09/03) */ We appreciate the customer contacting us regarding their flooring concerns. The inspection results indicate that there are no installation or manufacturing defects. As such, we are not able to provide the requested replacement at no charge to the customer. The customer has declined our offer to repair at a discount but we remain optimistic to resolve amicably

9/15/2014 Guarantee/Warranty Issues
8/29/2014 Problems with Product/Service
8/25/2014 Problems with Product/Service
8/19/2014 Problems with Product/Service
8/12/2014 Problems with Product/Service
8/11/2014 Billing/Collection Issues
8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: PUT 250 DOLARS FOR A LAMINIATE FLOORING. AND WORK NOT DONE, WORK NOT STARTED, WORK NOT PLANNED. MANY CALLS MADE TO SALESMAN ****. **** CAME TO SEE MY CONDO 3 TIMES TOTAL. TECHNICIAN CAME FOR INSPECTION 2X. INSTALLER CAME AND INSPECTED AND DID NOT RETURN. FINALLY SINCE NO WORK PERFORMED AND DATE TO INSTALL AFTER MANY CALLS. SALESMAN **** CALLED AND ASKED REFUND.

Desired Settlement: REFUND

Business Response: Initial Business Response /* (1000, 5, 2014/07/24) */ We appreciate the customer contacting us regarding his concerns, and we regret any miscommunication or confusion that occurred during his sales appointment. The customer spoke with the sales manager on 7/22/, and we are awaiting the customer to advise us of his availability to show different product. We appreciate the customer's feedback and look forward to completing the installation. Initial Consumer Rebuttal /* (3000, 7, 2014/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) still awaiting final; response and plan. the manager came and saw me in my house he was pleasant and promised resolution. no refund yet. Final Business Response /* (4000, 9, 2014/07/29) */ The customer was refunded his full deposit on July 22nd. The sales manager met with the customer on July 24th, and he has chosen to re-hire Luna for his flooring needs. We look forward to completing his installation at a mutually agreed time.

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trying to buy a carpet from Luna. I was told I was guaranteed to have it installed same week of putting a deposit. Luna keeps calling in the morning to confirm scheduled apt for installation and do not show, do no call? Total of 3 apt were set up where Luna completely blew me off. Waiting for them to install a carpet! How this company exists and why nobody is taking responsibility?

Desired Settlement: I want my deposit back and want to know who ever is in charge of this business of their bad practices.

Business Response: Initial Business Response /* (1000, 5, 2014/07/29) */ We appreciate the customer contacting us regarding her concerns, and we regret any inconvenience that occurred due to her missed installation appointments. For customer satisfaction, we have offered the customer a partial discount. The customer has accepted this offer, and the installation was completed to the customer's satisfaction on July 26th, 2014.

8/4/2014 Problems with Product/Service
7/25/2014 Guarantee/Warranty Issues
7/24/2014 Billing/Collection Issues
7/23/2014 Delivery Issues
7/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: problem date 4/26 purchase 3/31 Drop-Off 4/1 Instal Date 4/2 model:Mohawk 34 Solid sale ********* ******* LunaID XXXXXXX ProjectID XXXXXX payment:Credit card ***** ****** issues: Floor is. squeaking, splintering, has split boards and nailing concerns - splinters in wood ( the inspectors stop counting and taking pictures after 50) -wood finish cracking : the finish of the wood is spitting -wide space between the planks: I can actually fit a quarter in some of the spaces. -poor installation: the inspector notice loose planks that were not nails down AT ALL. -wood putty everywhere: putty used to camouflage the big space between planks. - I can actually SEE my subfloor(the paper under the wood) that's how big the spaces are! - wall finish poorly, planks shrinks along the wall, not the same size from tip to bottom. - A LOTS of short planks , a couple of extra long ones. ** these issues are mention in the report by Atlas flooring. living condition: have 3 children , 9 and 5 years old and a 18 months son. that is constantly running and taking off his choose! Luckily, the older one had the splinter and was calm enaughtof me to remove it! We officially moved in the house on 04/26. ( please not that there is little furniture so the damages cannot be cause by them). I 1st called luna because I noticed a lot of wood putty all over the floor. they send the same installers that mention it was normal because of nails. a week later my daughter got a splinter from the living room floor2 weeks later an inspector came took over 20 pictures and after 2 weeks I contacted Luna for a follow up. still no answer, I got Mrs. ***** ******* contact # form the BBB site. She did contact me back promptly. We have been in contact and disagreement about what type of repair should be done to fix the problems. She offered 5 boxes of wood to replace planks on a 1800 sq.ft space! I disagree because the insurance on the wood is only for 1 years ( even if they advertise as a life time guarantee!) the splinters are obviously not in a pattern and therefore we cannot predict where the next one gonna be.. - NOW PLEASE NOTE THAT WHILE STILL GOING BACK AND FORTH WITH THIS , MY DAUGHTER HAD AN OTHER SPLINTERS IN THE KITCHEN AREA THIS TIME- Mrs ******* suggested for me to hire my own inspector for $500 in the event that his result was different than luna's inspector, they would reimburse me the fees plus replace my floor. The report came and Mrs ******* sent me an email that suggested she did not understood the meaning of dangerous. this is from the inspector she ask me to pay for myself. " There is an abnormal amount of cracked, splintered and split boards which is causing a hazard. These boards are splintered and dangerous and should be fixed immediately" I simply asking Luna to not steal from me and not endanger my children by not PROPERLY repairing a damaged product! there is no way to pick and choose which board **** have the splinters... must of them were not polish properly and so the split! The installer left us the remnant and those are cracking and have splinters s well. my trust in Luna is totally gone , I am hoping they would replace my floor with a better product that would not hurt my children!!! I am hoping we can fix this matter or Luna can come remove their product from my house so I can contact a more trustworthy and competent company!

Desired Settlement: I need Lun to present me with a floor that doesn't have splinters , that is finish and that is not going to crack. if they are not willing. they can come remove this hazardous product from my house, reimburse us so we can contract a more reliable and competent company! it is unacceptable that the decision is dragging so long and all the while I have to watch my 18 month old son so he can keep is shoes on at home at all time!!

Business Response: Initial Business Response /* (1000, 5, 2014/07/18) */ We have been in contact with the customer and have authorized a full replcement as well as refunded customer for payment of 3rd payment as of 7/17/

7/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had both laminate wood flooring and carpet installed. When requested to have repairs done, I had arranged for a technician to come out to assess the laminate flooring. He informed me that the issue did not fall into the warranty category and that I would need to pay for them to replace the floor. The area is approximately a 3'x3' area which I agreed to pay for it. However, I was later informed they no longer carried the product and would have to replace the whole flooring. When I had the laminate flooring installed a few years ago, it cost over $3000! They have not attempted to care of this issue. Secondly, when they installed the carpet, the metal seams they installed is extremely cheap material and is coming up from the floor. This metal could cause injury if not taken care of. I had arranged and confirmed someone to come out which I was later instructed that my appointment had been confirmed for Saturday 28 June 2014 between 11-2pm. When I called to find out the status, I was instructed they had no one assigned to come out and repair this! I will NEVER buy from Luna again. The customer service and the technicians did not follow through with their services.

Desired Settlement: DesiredSettlementID: Replacement Replace the cheap metal seams used for my carpet installation and replace the section of my laminate wood floor.

Business Response: Initial Business Response /* (1000, 5, 2014/07/01) */ We have been in contact with this customer as of 6/28/2014. The customer has moisture damage on his laminate floor that in not repairable. Unfortunately, the warranty does not cover non-warranty defects therefore the customer has agreed to have a salesperson come to his home to show other products on 7/2/2014.We have left a message for this customer on 7/1/2014 to re-schedule his service regarding his carpet concerns. Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company has not made an effort to fix the separation of the laminate flooring. They did however bring other sample products that were not even remotely close to the color of the laminate wood flooring. The carpet issue has been resolved. Final Business Response /* (4000, 13, 2014/07/15) */ We have been in contact with the customer and she is scheduled for inspection of the gapping issue on 7/23. If we are able to repair the gapping without addtional material,Luna will perform the repair. We appreciate the customer allowing us the opportunity to resolve amicably. Final Consumer Response /* (4200, 11, 2014/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The section that is not damaged is separating. It does not need to be replaced, just fixed.

7/15/2014 Problems with Product/Service
7/14/2014 Billing/Collection Issues
7/8/2014 Advertising/Sales Issues
7/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Luna carpet failed to show up for a scheduled installation 6/20/14. They did not even call. Three days went by without a call. I called on 6/23 to cancel and simply wanted an explanation. Ernesto was rude and argued with me that the installers are not required to call the customer but just call back to the warehouse. He did not apologize and continuously interrupted me and would not let me speak. I informed him that I was not only going to cancel but complain. He refused to tell me his name but I remember his first name from the initial conversation. Luna called me twice on Monday trying to reschedule an appointment. I just want my money back. I paid via credit card on 6/20/14 via phone (Approval #****** $643.65). No other calls were made to me to apologize. On 6/25 I called again to inquire about my refund. The CSR said that she could only reschedule not refund. I threatened to file with the BBB and then got a call from ***** *******. I told my side of the story that they took my money but did not show or call. She claims that Luna did not take my money and in fact said that she called her accounting dept to confirm that. But I have proof that the money was charged on the CCard and that Luna took the money. The above Approval # can be used hopefully to find proof within Luna. The customer service is horrible, none of the people did what they claim and I would never recommend Luna to anyone. Do not use Luna!

Desired Settlement: DesiredSettlementID: Refund I would suggest retraining the customer service staff. Perhaps a change in that department's leadership. I would recommend that the delivery staff contact the customer enroute to the delivery and IF a client was not home(which is not the case in my transaction) to call. That is not the policy. The drivers just drive away and nobody calls the customer. So if a delivery driver went to the wrong address the customer is never contacted. I would discipline ***** ******* for her incompetence.

Business Response: Initial Business Response /* (1000, 5, 2014/06/26) */ We appreciate the customer communicating his concerns and apologize for the missed installation appointment. The customer is correct, the amount of the COD of $436 was paid with his credit card, however the deposit of $500 by check was returned unpaid. The customer will be contacted by ******* directly to pay the debt. We have cancelled the customer's carpet order per his request.

7/7/2014 Problems with Product/Service
7/1/2014 Problems with Product/Service
6/23/2014 Guarantee/Warranty Issues
6/20/2014 Guarantee/Warranty Issues
6/17/2014 Problems with Product/Service
6/17/2014 Problems with Product/Service
6/16/2014 Problems with Product/Service
6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Business Response: Initial Business Response /* (1000, 5, 2014/06/04) */ The customer was contacted on 6/3/14 and she is scheduled for a repair for 6//16/14.

6/16/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We had Luan install wood flooring in 2 rooms on 9/22/11 with a lifetime installation warranty for the price of $3541.50. At the beginning of April of this year the flooring buckled badly (about 3 inches elevation). I called them on 4/24/11 after returning home from a hip replacement surgery to fix the problem with our floor (ref # X-XXXXXXXXXX). I was told that I would be contacted within 24 hours. I did not receive a call then or after other call: 4/28/14 (talked with "*****"), 4/29/14 (talked with "*****"), 5/9/14 (talked with " ******"), 5/12/14 (talked with "******") and finally on 5/15/14 (talked with "*******"). Each time I was told that I would be contacted within 24 hours. Since the problem is right in front of my side of the bed and my recent hip surgery it is a serous safety hazard for me and I have repeatedly tripped over it on a nightly basis. ******* told me it was due to moisture and I would have to pay over $2400.00 to repair the floor. There is no way that moisture could have reached this area from above or below. He then said they would repair it for $1000.00. Since I was not agreeable to paying for a lifetime warranty issue, he assured me that management would return my call within 24 hours at the latest. I am totally exasperated and am asking your help with how to handle this situation going forward. Please help me! Product_Or_Service: Calgary Plank Kenya Wood floors (2 rooms) Order_Number: XXXXXX Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want this floor repaired or replaced as soon as possible. I am so worried that I may fall and seriously injure myself.

Business Response: Initial Business Response /* (1000, 5, 2014/05/22) */ The inspection results indicate that there are no installation or manufacturing defects. As such, we are not able to provide the requested replacement at no charge to the customer. For customer satisfaction and goodwill, we offered the customer a replacement at a discounted price due to water damage. We have also offered the customer to hire their own certified 3rd party inspection and if the results are returned as a manufacturing or installation defect, we will reimburse the customer for the 3rd party fee. The customer declined this offer; however, we remain willing to work with the customer and look forward to reaching an amicable resolution. Initial Consumer Rebuttal /* (3000, 7, 2014/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Luna sent a man to inspect our damaged floor after repeatedly trying to reach them. He merely looked at our floor and said the word "moisture" (the only English we could interpret from him). He did not give us any paperwork however. We have a manufactured home from offsite which is on a cement pad and the bottom of our house stands about 3 feet from the cement pad. We have had no other moisture issues and none of our floors have been affected except the buckled floor beside our bed (no water is near that area). We have a Lifetime Warranty on the installation of the floor (one of the reasons for choosing them to install our wood floors) but they refuse to honor that.Luna has continually been unresponsive to our phone calls and only acted after we threatened legal action. This is not a way to run a business. Final Business Response /* (4000, 9, 2014/06/04) */ Customer has been contacted and she has agreed to a 3rd party inspection. Once we receive the results we will relay them to the customer.

6/13/2014 Problems with Product/Service
6/10/2014 Billing/Collection Issues
6/10/2014 Guarantee/Warranty Issues
6/9/2014 Problems with Product/Service
6/3/2014 Problems with Product/Service
6/3/2014 Billing/Collection Issues
6/2/2014 Problems with Product/Service
6/2/2014 Delivery Issues
5/19/2014 Delivery Issues
5/12/2014 Problems with Product/Service
5/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Our new wood flooring, approx 460 sq. ft was installed on Friday, April 4th, 2014. 1) The installers re-set our toilet which after they left leaked onto the new floor, we had to buy a new wax ring and re-install it ourselves, once we removed the toilet we saw the wax ring had been put on wrong and was blocking half of the sewage hole. 2) There are cracks in the floor from nails that were put in too close to the edge. 3) A piece of trim does not match 4) Some imperfections are all the way to the unfinished wood 5) There are scratches in several places on the floor by unknown cause, we were told this floor was the most durable for our situation. We layed out all our concerns to the salesperson, not to mention he was in our house and saw our situation. Maybe from when the installers moved our oven back, who knows 6) The installers made some over cuts and instead of using a new piece of wood they just filled it in with putty 7) I have tried to contact the company through their customer service and was told on two accounts a manager from my local office would call me within 24 hours and I have never received a call. I did leave a message for **** ****** the requested contact for BBB at Luna, not sure when she will call me back. 8) After the installers started ripping up our flooring it was noticed that we apparently had vinyl under the previous wood floor so I was called and told it would be an additional $800+ to remove, after they already started. I got financing through Luna and said that would put me over my approved limit and then they lowered the additional cost to $600. Very shady and unethical.

Desired Settlement: We would like a refund or a replacement of the damaged flooring. It would also be nice to get a product that will last longer than 4 days. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/04/10) */ We have been in contact with the customer regarding her concerns with the product. The customer has agreed to an inspection, which is scheduled for Tuesday April 15th, 2014. Once the inspection report is complete and submitted to us, we **** contact the customer to review the results and discuss possible resolutions. For customer satisfaction and goodwill, we also offered the customer an accommodation. The customer accepted this offer, and the accommodation is being processed. NOTE FROM THE BBB: Please hold off on your response pending the scheduled inspection. Please confirm that the inspection took place. ***** ****** Assistant Manager-Home Services BBB-Chicago & Northern Illinois Consumer Response /* (3000, 13, 2014/04/23) */ Our inspection was done on Tuesday, April 15th by the installer. We requested and were told the inspection would be done by an "inspector" and an unpartial party. The installer stated he needed to replace a couple boards and took some pictures and he would send them into the main office for a decision on an further action. I have left two messages for the "manager" the contact person to see what the determination was and haven't heard back. Today is one week with no response from Luna. Their 100% guarantee and customer service is a huge joke! This case should not be closed. Luna stated they would get back to us after the inspection which has not happened. Please reopen this complaint! Business Response /* (4000, 15, 2014/04/23) */ We have been in contact with the customer regarding her concerns with the carpet installation. For customer satisfaction and goodwill, we are offering the customer a partial refund to keep as is. The customer will consider our offer and call us back with her decision. We look forward to hearing back from the customer and reaching an amicable resolution.

5/2/2014 Guarantee/Warranty Issues
4/28/2014 Guarantee/Warranty Issues
4/24/2014 Problems with Product/Service
4/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/19/13 I purchased Bamboo flooring.The sales persons name was **** ******** The floor was installed on 9/26/13 by a Luna installer named ***. This floor was under a Luna "lifetime Warranty." At the time of installation the Warranty Papers were supposed to be delivered. *** said that they would be sent to me directly by the Sales person, which was not done. During the first week of January 2014, I noticed that the floor had loosened in one corner. I called Luna and on January 15, 2014, *** the original installer came out to make repairs. He also noticed other floor boards were separating and that near the outer perimeters there were several issues. *** took pictures and said that he would come back and fix the floor. We scheduled a time for him to return,January 25. I never heard from the service department. On the day prior to Rays return, I called to confirm his return. *** did return. I found out than that Luna was going to put in a report with the manufacturer, Trillium. *** only repaired the bouncing area and not the shrunken boards nor the issues near the quarter rounds-corners of the room.After that day, I did began to call the Service manager, Craig Schlesky and his assistant, Stacey. It was not until 2/7/14 that I heard back from Stacey. She told me they cannot fix the floor until they get a manufacturers report. She said that she filled out paper work requesting an inspection ************** Inc. On 3/19/14, **** ******* the manufacturers representative finally, came out and inspected the floor. He said that in 3 days he would have a report back to Luna. It finally came on March 13th. The report stated the reason for the shrinkage was because of a lack of humidity and they do not take responsibility for the problem. Today I received a letter from Luna which stated the same. At the time of purchase there was no mention of special conditions needed for Bamboo flooring. There was never any mention of needing a humidifier nor needing to have a certain level of humidity for Product_Or_Service: Bamboo floor covering for living room, dining room Order_Number: LH1142 Account_Number: LH1142

Desired Settlement: DesiredSettlementID: Replacement With the shrinkage of the floor having exceeded 1/4", the floor pulling away in several corners of the room, plus 4 thresholds coming loose, I would like the money returned to me for the purchase of the floor-$5811.34. I do not believe that this Bambo flooring works in my condo. I need to replace the floor with a floor covering that will function properly within the conditions of my condo.

Business Response: Initial Business Response /* (1000, 5, 2014/03/24) */ We understand that the consumer is upset and frustrated over the site related damage to their flooring. In an effort to ensure we have correctly determined the issues present with this installation; we have sent service technicians and had a claim processed through the product manufacturer. Upon inspection, the manufacturer determined that the issues present at the consumer's home are not installation or manufacturing related concerns and therefore not covered under the individual warranties. The claim was denied based on site related issues attributed to extremely low humidity levels in the consumer's home. If the consumer can raise and maintain the humidity level in her home to a consistent level within the recommended range of 35%-55%, a one-time repair may be completed as a customer accommodation. The consumer must wait a minimum of 2-3 months to ensure her home and the product have a chance to achieve and maintain the appropriate level of humidity. We have acted in good faith and completed our due diligence. The consumer may contact the Gallery Partner store if they decide to take advantage of this offer. We look forward to an amicable resolution. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2014/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Luna at no time, during the sales process, or measurement process explained that this Bamboo floor required a certain level of humidity. Two years ago, I had looked into placing a powered fan humidifier onto my furnace unit and was told NO unit would work properly within the space constraints that I have in my furnace room. Therefore, I was well aware that I could not have a humidifier in my condo. I would have never purchased a $6000.00 floor that requires a certain level of humidity. I believe it is the job of the professionals at Luna, to provide such information prior to the purchase of such a floor. They provided a lifetime warranty on the floor and now qualify that statement by saying my condo does not have the proper humidity. Final Business Response /* (4000, 9, 2014/04/03) */ The inspection results indicate that there are no installation or manufacturing defects. As such, we are not able to provide the requested replacement at no charge to the customer. For customer satisfaction and goodwill, we offered the customer a one-time repair at no cost if the customer can raise and maintain the humidity level in her home to a consistent level within the recommended range of 35%-55%. In addition, the customer would need to maintain a consistent and appropriate humidity level in her home for 2-3 months prior to repair. The customer declined this offer; however, we remain willing to work with the customer and look forward to reaching an amicable resolution.

4/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Notice of problems April 2013 Purchase date 10/6/11 (installation date end of October 2011) Style info Lasting Elegance Coffee Bean 3 1/4 Luna ID XXXXXXX Project ID XXXXXX Sales Rep ***** ******* Total Payment $5,703.27 (Amount paid off combination of credit, monthly payments) Problem- After multiple weekly calls Luna sent out an installer and took pictures. Nothing transpired for months. Then after repeated calls on my part they finally sent one of their experts who wrote a report explaining these are manufacturing issues and the floors need to be replaced. Again after repeated calls on my part to get these floors replaced I agreed for them to send an "Independent" wood inspector as I was told this would help push the process along (basically play in my favor to speed up the process) The wood inspector showed up and spent maybe 20 min at the house barely looking at the floor. I knew the report before it even was filed was not going to play into my favor. Luna then called me back in the middle of Nov and retracted that they would replace the floors based on the report that was written. So now I have a Luna report from their expert that states the issues stem from manufacturing issues and an independent inspector that states it is environment/use. I then hired my own independent wood inspector who wrote a report and it was submitted to the manufacturing company and denied. Middle of January Luna sent out another Luna employee to see what they could do to fix the issues from the product installed. The Luna employee stated this looks to be a defective product and we would need to replace the entire floor. Luna corporate called me back and then back tracked again and stated they would not be replacing anything and haven't heard back from them in three weeks.

Desired Settlement: I would like them to stand behind the product warrenty they installed. The product is defective and we would like them to come and replace the floor with a quality product that I purchased. The sales rep sold me a durable and long lasting floor that would match and mirror my current first floor harwoods which span about 2000 sq ft (which have no issues and were not laid by Luna) The product has not lived up to what I was sold and I am an unhappy consumer.

Business Response: Initial Business Response /* (1000, 5, 2014/03/12) */ In an effort to ensure we have correctly determined the issues present with this consumers flooring; we have sent both a service technician and a foreman to assess the installation, contracted with a third party inspector and also reviewed the consumers independent inspectors report. (Attached) It has been determined that the flooring product installed in the consumer's home is free of any manufacturer defects. There is a small installation related issue in addition to the larger site related issues. Unfortunately the site related issues are not covered by the manufacturer's warranties. We understand the consumer's frustration with the site related damage to their flooring. We have offered to repair/replace the damaged flooring at a reduced cost. We have acted in good faith and completed our due diligence. The consumer may contact the Customer Account Manager they have been dealing with for any additional questions or if they wish to take advantage of this offer. We look forward to an amicable resolution. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2014/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) They had two Luna employed experts come and inspect the floors. The attached inspection clearly states manufacturing defect . The other expert came to the house about 4 -6 weeks ago and stated the same thing, manufacturing defect. Again I just wish they would stand behind the product they installed. The simple fact that this still hasn't been resolved is unacceptable. This back and forth has been going on for close to a year. Final Business Response /* (4000, 13, 2014/03/22) */ We apologize for the issues that the consumer has experienced with their flooring. Luna has made a good faith effort to determine what the areas of concern are and what is required to resolve them. While they may not be satisfied with the site related damage findings, we have proceeded in good faith. In the interest of good customer service, we have offered a repair at no cost to them. The customer was agreeable to this. The repair is pending schedule based on material delivery. We look forward to an amicable resolution. Thank you. Final Consumer Response /* (4200, 11, 2014/03/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Luna's Expert that is employed by Luna stated in the attached report something different. Luna has not addressed why two of their employess that have visted the house and inspected the floors stated the same thing. They have not offered to repair any of the damage at no cost. Their expert came to the house and stated there was nothing he could do to repair and that a full install was needed. Their offer of a discount on a full install is an insult. They also have not addressed why it has taken almost a year to come up with a solution. As a consumer it is unacceptable.

4/14/2014 Guarantee/Warranty Issues
4/11/2014 Guarantee/Warranty Issues
4/7/2014 Problems with Product/Service
4/7/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I have called numerous times and cannot get anyone to return my calls at the number I leave and have not had anyone address the issues I'm having. I purchased 2 rooms of carpet and had one install in November. The installers left stains all over my new carpet, tile floor and freshly painted walls. There was also a large divot left in my concrete block wall of my basement (near the carpet install) that someone hot glued together but failed to tell me about. There are 2 noticeable seams in the new carpet. I called and there was a refund of $125 for the paint stains. The same installer came by and accused me of making the stains on the carpet and said nothing of the seams. No one ever called back about the seams or the broken wall. The installer for the 2nd room cancelled the day of the install and I have not received the 2nd room of carpet installed. I have called and left multiple messages to call me back on my cell since I work during the day. I keep getting calls back on my home phone despite leaving another number.

Desired Settlement: I want them to fix the damage, take back their carpet and give me a full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/03/22) */ We understand the consumer is upset over any damage to her home and the unscheduled finish installation. Unfortunately our best attempts at contacting the consumer at the requested telephone number proved unsuccessful. We welcome the opportunity to address the consumers concerns and work with her towards resolution. A Customer Account Manager has reached out to the consumer and will offer to have the installation viewed by an independent 3rd party inspector at no cost to her. Should the findings point to an installation or manufacturer product issue, the necessary repairs or replacement will be completed at no cost. A finish installation can be scheduled at the consumer's convenience. The consumer may contact the Customer Account Manager in Customer Service at XXX-XXX-XXXX or XXX-XXX-XXXX. We look forward to an amicable resolution. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2014/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I returned their call at 7:57 on 3/22 at the number they had left in their voice mail. When I finally connected with them today, they again called the wrong number first. They had no resolution prepared when they called. They mentioned that the installer said the carpet was defective. Their representatives have damaged my home, tried to cover it up, then accused me of doing the damage. Yet they are hesitating to give me a refund. Final Business Response /* (4000, 9, 2014/03/24) */ We thank the consumer for contacting The Better Business Bureau and Luna regarding their installation and subsequent repair attempts. We sincerely apologize that their experience with us has been less than positive. We understand that they have been frustrated and inconvenienced at best. Unfortunately our best efforts to resolve the issues with their installation and product proved unsuccessful. A Customer Account Manager has contacted the consumer and an amicable resolution has been reached. The consumer is agreeable to this and **** be contacting the Customer Account Manager for scheduling. Thank you.

4/4/2014 Problems with Product/Service
4/2/2014 Problems with Product/Service
3/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Purchase date: 14 March 2014 Attempted cancellation: 15 March 2014 Sent follow on FedEx ltr: 15 March 2014 Emailed **** *****: 15 March 2014 Called **** *****: 15 March 2014 (answering service not set up) Sent telegraph: 15 March 2014 Faxed Luna: 15 March 2014 Project ID: XXXXXX Reference number: X-XXXXXXXXXX Requesting fund refund of deposit for canceling or making every attempt possible to cancel contract.

Desired Settlement: Full refund of deposit (500.00)

Business Response: Initial Business Response /* (1000, 5, 2014/03/17) */ We sincerely apologize for any miscommunication and resulting inconvenience that may have been caused by the cancellation processing of the consumers order. A full refund of her deposit will be credited to the credit card used for the deposit. Thank you.

3/20/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Flooring was installed in Aug of 2010, it now is starting to buckle in several places. I called Luna on X-X-XXXX @10:30a.m. spoke to **** about problem and just requested someone to come to my home and advise me as to what can be done.**** said she would have someone contact me and gave me a ref #XXXXXXXXXXX. I waited until X-XX-XXXX and I called them spoke with ******* @9:30am, he was of no help and passed ** on to ********* @9:41 who then passed ** on to someone in ******** who was no help but told me she would have someone contact me. It is now 12:07pm X-XX-XXXX and I have not heard from Luna, so I have contacted you. Also the flooring that was installed was not the one I ordered. When it was delivered on a Friday I informed the installers that it was not the correct flring, he called someone, and was told that nothing could be done until the following week,I could not have my home all pulled apart for who knew how long, so I accepted what was delivered and NO "good faith offer" was even offered!****** S. ****** Product_Or_Service: Laminate flooring Order_Number: Proj id XXXXXX Account_Number: Luna ID #XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Yes I just want someone from Luna to at least come out and look at my problem I didn't pay them almost $3000.00 to be treated like this.

Business Response: Initial Business Response /* (1000, 10, 2014/01/16) */ A Customer Service representative has reached out to the consumer and a service appointment to assess her installation has been scheduled for January 21, 2014. We are committed to working with this consumer on addressing any concerns she may have.Thank you. Consumer Response /* (3000, 16, 2014/01/30) */ Re: Case #XXXXXXXX Luna Flooring 1 message ************@aol.com <************@aol.com> Wed, Jan 29, 2014 at 3:06 PM To: *******@chicago.bbb.org Dear MS. ******* As I stated to you in this e-mail the only thing I heard from Luna was on the 21st of Jan. A gentleman came out, looked at my floor, took some pix with his cell phone, and told me he would show them to someone at Luna and then he left.The only reason I never reported back to you was because I had nothing to report Both of my e-mails were from you, one on X-XX-XXXX @ 6:05:25p.m. EST and the next one was on X-XX-XXXX @8:01:09 am EST.If Luna has only done that much , that is not taking care of the situation.If Luna came out on the 21st, I figured they would get back to me before the time ran out! I'm still waiting! ****** ****** Business Response /* (4000, 20, 2014/02/11) */ We understand that Ms. ****** is upset over the appearance of her flooring. We sincerely apologize for any inconvenience that she has experienced. We appreciate how frustrating this may have been. We value her business and want her to be a satisfied customer. As a customer accommodation, we have offered to complete a repair to the areas of concern to her at no cost. Ms. ****** is open and agreeable to this. We look forward to a successful repair and an amicable resolution. Thank you. Consumer Response /* (2000, 22, 2014/02/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) After speaking with MS **** ***** last evening (2/11/2014) we came to an agreement,hers, that Luna would fix the area of my hallway that is one area of the problem.While this does not take care of all the problem, I am grateful for their response for this much. Thank you ****** ****** NOTE FROM THE BBB: Please advise when the repairs **** take place. ***** ****** Assistant Manager-Home Services BBB-Chicago & Northern Illinois Business Response /* (4000, 24, 2014/02/13) */ A repair to Ms. ****** flooring is pending delivery of materials. We **** update when the repair is scheduled and has been completed. Thank you. NOTE FROM THE BBB: Please hold off on your response pending contact by the business. ***** ****** Assistant Manager-Home Services BBB-Chicago & Northern Illinois Consumer Response /* (3000, 16, 2014/01/30) */ Re: Case #XXXXXXXX Luna Flooring 1 message ************@aol.com <************@aol.com> Wed, Jan 29, 2014 at 3:06 PM To: *******@chicago.bbb.org Dear MS. ******* As I stated to you in this e-mail the only thing I heard from Luna was on the 21st of Jan. A gentleman came out, looked at my floor, took some pix with his cell phone, and told me he would show them to someone at Luna and then he left.The only reason I never reported back to you was because I had nothing to report Both of my e-mails were from you, one on X-XX-XXXX @ 6:05:25p.m. EST and the next one was on X-XX-XXXX @8:01:09 am EST.If Luna has only done that much , that is not taking care of the situation.If Luna came out on the 21st, I figured they would get back to me before the time ran out! I'm still waiting! ****** ****** Business Response /* (4000, 20, 2014/02/11) */ We understand that Ms. ****** is upset over the appearance of her flooring. We sincerely apologize for any inconvenience that she has experienced. We appreciate how frustrating this may have been. We value her business and want her to be a satisfied customer. As a customer accommodation, we have offered to complete a repair to the areas of concern to her at no cost. Ms. ****** is open and agreeable to this. We look forward to a successful repair and an amicable resolution. Thank you. Consumer Response /* (2000, 22, 2014/02/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) After speaking with MS **** ***** last evening (2/11/2014) we came to an agreement,hers, that Luna would fix the area of my hallway that is one area of the problem.While this does not take care of all the problem, I am grateful for their response for this much. Thank you Sylvia ****** NOTE FROM THE BBB: Please advise when the repairs **** take place. ***** ****** Assistant Manager-Home Services BBB-Chicago & Northern Illinois Business Response /* (4000, 24, 2014/02/13) */ A repair to Ms. ****** flooring is pending delivery of materials. We **** update when the repair is scheduled and has been completed. Thank you. NOTE FROM THE BBB: Please hold off on your response pending contact by the business. ***** ****** Assistant Manager-Home Services BBB-Chicago & Northern Illinois Consumer Response /* (450, 29, 2014/03/20) */ re: Case XXXXXXXX ref # XXXXXXXX 1 message ************@aol.com <************@aol.com> Wed, Mar 19, 2014 at 1:25 PM To: *******@chicago.bbb.org Dear Ms Mendez: This e-mail is to let you know, from me, that Luna was here on Tuesday Mar. 18, 2014 to fix my flooring. The job was done to my satisfaction and I called Ms. ***** yesterday afternoon and left a msg. with her telling her this. I want to thank you for your input in helping me with this problem. It might not have come to my contacting my local BBB, if my call to Lunas' 800 number, had been acted upon sooner. Thank you again ****** S. ****** ************@aol.com

3/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Luna installed Wooden Floor and Carpet in our house. The day of delivery the color we pick for our basement was not the color we picked. Before they started installing we told him we don't like this color and he said call Customer Service and they will change it. But we have to install what we have for now. I took his word and let him install the carpet. I called Customer Service couple times everyone was rude to speak with. After four weeks Finally ****** the sales rep came to our house and looked at the poor carpet installation and asked us to pick the carpet we want to replace. It has been five weeks no call or e-mail from Luna or ****** about the carpet replacement. I tell my co-workers and friends NEVER pick Luna. We got ripped off. The carpet installation was poor and cheap. 100% Guarantee is false advertisement.

Desired Settlement: I would like to replace my basement carpet. Carpet installation was very poor. The whole house makes squeaky notices. it did not happen with our old carpet. It has been three months no reply from Sales Rep or Luna. Very disappointed.

Business Response: Initial Business Response /* (1000, 7, 2014/02/11) */ We sincerely apologize for any miscommunication or misinformation that may have occurred during the customer's sales visit and installation. We welcome the opportunity to schedule an appointment with a different sales representative to go over product selection and quote. A Senior Manager has reached out to the customer leaving a voicemail with contact information. We look forward to an amicable resolution. Thank you Final Consumer Response /* (4200, 13, 2014/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to Luna's employee on Wed Everning. She was going to call me back on Thursday. Have not heard anything yet. No dates have been set. They said someone will come for an inspection and I still have not heard anything yet. Final Business Response /* (4000, 15, 2014/02/24) */ We sincerely apologize for any miscommunication or resulting inconvenience that may have been caused by the scheduling of a service repair appointment and sales reselection appointment. A Customer Account Manager has reached out to Ms. ******. The repair assessment is now scheduled for the afternoon on Saturday, March 8, 2014. In addition, we have scheduled an appointment with a Sales Associate for Tuesday, February 25, 2014. We look forward to successfully addressing her concerns and reaching an amicable resolution. NOTE FROM THE BBB: Please hold off on your response pending the scheduled visit on 2/25/14. Please update us on the outcome of the visit. ***** ****** Assistant Manager-Home Services BBB-Chicago & Northern Illinois Consumer Response /* (3000, 23, 2014/03/18) */ Luna rep came out and reviewed issue and still have not back yet. Someone from Customer Care supose to response last week. Please reopen this case. TY Business Response /* (4000, 25, 2014/03/18) */ We understand that the consumer was upset over the appearance of her carpet. We value her business and want her to be a satisfied customer. The consumer has been offered a replacement installation of her basement and stairway with the style and color of carpet that she has selected. The consumer is agreeable to this and the replacement installation is pending schedule. We are pleased to have come to an amicable resolution with the consumer. Thank you. NOTE FROM THE BBB: We are judging your complaint resolved and closing it. Should the business not follow through please notify us in writing. Diana Mendez Assistant Manager-Home Services BBB-Chicago & Northern Illinois

3/6/2014 Guarantee/Warranty Issues
3/6/2014 Problems with Product/Service
3/3/2014 Problems with Product/Service
3/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On 2/16/13 I purchased bamboo wood flooring from Luna Flooring. The flooring was installed on 3/22/13. Sometime during the last week of January 2014 I called Luna customer service to request that someone take a look at the installed floors due to a large, single gap between two of the planks. The gap had widened to approximately 1/2 in. since its discovery in mid-January. No other gaps are present but part of the flooring seems to have shifted. I had scheduled an AM appointment for the 31st of January but the Luna dispatcher (******, XXX-XXX-XXXX, she is the one who usually calls me to remind me of appointments) mistakenly had scheduled my appointment for the evening. Needless to say I took time off from work for this appointment. Unable to accommodate an evening appointment I had to reschedule for the 7th of February. Also, when making an appointment, I'm consistently told that the on-site Luna rep **** call before he/she arrives, but not once have they ever called before arrival. They simply arrive when they arrive without any warning. When the Luna rep arrives on the 7th he spends less than 5 minutes examining my floors and ultimately determines that "5 to 6 hours" of work would be needed to fix the gap in my floor. He further explains that he would not be able to perform the work that day and that someone would be contacting me on the following Monday to arrange a time to do the work. On Monday I receive no such call from Luna and decide to follow up. The Luna customer service rep explains that the "investigation" of my flooring is "under review" and that someone should be contacting me "within the next day or so". On Wednesday Luna still has not contacted me and again I follow up. Upon calling Luna the customer service rep repeats what was said before, "the investigation is under review", and tells me that someone would be contacting me "3-5 business days" from the time my flooring was looked at (last Friday). On Friday (5 business days later) Luna still has not contacted me. Again, I follow up with a Luna customer service rep and he tells me yet again that "the investigation is under review", except this time I was told that I would be contacted within 2-4 weeks! I asked to speak to a manager and one could not be reached, however I was told that a message was left for a manager in which a request was made to contact me as soon as they were able. It's been 12 days since my floor was looked at and I still have yet to receive a response from Luna. I also wanted to note that the Luna rep who examined my flooring had asked me if I sold my house (because there was a SOLD sign at the front of my house). I wasn't certain why he would ask me that question but now I'm getting the impression that Luna doesn't want to spend their own money to address this warranty issue and therefore is delaying any action on their part until ownership of my home changes hands, essentially releasing them from addressing any warranty claims made by the new home owner. I'm not certain if I can trust Luna customer service any longer as I fear they may give me another ridiculous window of time for which someone is expected to reach me.

Desired Settlement: I request that Luna Flooring honor the terms of their Lifetime Installation Warranty and promptly perform any necessary work to bring my flooring to the condition it was in before the gap occurred. Otherwise, I'm requesting payment of any monetary damages resulting in the failed sale of my home as a result of the buyer's contingency to the contract of sale, which may require that said flooring be fixed prior to settlement.

Business Response: Initial Business Response /* (1000, 5, 2014/02/19) */ We understand that Mr. ******* is upset over the appearance of his flooring. We value his business and want him to be a satisfied customer. A senior Customer Account Manager will reach out to Mr. ******* to go over the results of the service appointment and work with him on addressing his concerns. We look forward to an amicable resolution. Thank you.

2/25/2014 Guarantee/Warranty Issues
2/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I had purchased carpet and installation from Luna carpet on 10/1/2013.I paid for them to move all the furniture out and install new carpet and replace furniture back in the rooms.In the process of them putting the furniture back the installers broke my daughters Queen size sleigh bed. ( not even 2 years old). The sent a re pair man out who used a 2x4 as a leg. Since this date 11/2013 my daughters has been sleeping with me. I am afraid that that 2x4 is not going to hold the bed. ( very heavy bed). The guy that fixed the bed tried for over 2 months to get the parts with no luck. I contacted Luna and told them they need to get involved which they did. They came back and said they no longer make the bed or the parts for the bed and are offering me $250.00 which does not come close to covering the cost of a new bed. I did find one for $598.00 which they are refusing to pay after they made me jump through hoops to find one. I do not want to purchase a new bed they are the ones who broke it.. I paid them to do a job and I think it is only fare the fix it back to original condition or purchase a new one. What happens if the kids jump on the bed and get hurt.. who is responsible for that with they way the rigged it? Product_Or_Service: Carpet/installation Order_Number: id XXXXXXX project 2 Account_Number: 2,700.00

Desired Settlement: DesiredSettlementID: Replacement I want it replaced to original condition or $595.00 for a new bed.I am not the one who broke it.

Business Response: Initial Business Response /* (1000, 5, 2014/02/24) */ We thank the customer for bringing this matter to our attention. We sincerely apologize for the issues they have experienced. A Customer Account Manager has reached out to the consumer. We are pleased to have addressed their concerns and come to an amicable resolution. Thank you. Final Consumer Response /* (2000, 7, 2014/02/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/24/2014 Problems with Product/Service
2/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased the carpet from Luna and it was installed: In December we called complaining about an area where the carpet was coming apart at the seams and the excessive crushing of the carpeting. They sent the installers out and they made a rough patch for the carpet and glued it in the area, however, I said the repair was unacceptable because the patch is visible and carpet fibers are still coming out of it. I indicated this on the paperwork I filled out regarding the repair. I also complained that the crushing of the carpet was unacceptable and the installers did not address this issue at all. After several weeks of back and forth phone calls, Luna REFUSES to put anything in writing, I finally got them to send out one of their inspectors who decided to once again ignore the problems that I was complaining about instead writing up a report about "pet stains" which I had not called about. My main concern is the fact that my carpet is coming apart and looks badly worn although it is new. Luna finally agreed to send out a 3rd party inspector to look at the carpet. By this time another seam opened in the other room that was installed from the same roll of carpet at the same time. I received a phone call from the Luna Representative that they would now replace the room with the bad seam but not the original room where I had the complaint. When I explained that I could not accept this because if the one room of carpet was defective then it would ALL be defective (because both rooms were the same roll) I was told that I was wrong. I feel the only proper resolution to this issue is for Luna to replace BOTH rooms of carpeting because it is all the same defective product. Below is the carpet that they claim they installed in my home: Mohawk Installation Method: Stretchin Style Name 2: Dreamland Color Name 2: 862 Tundra Type of Pad 2: Performance Size Involved In Claim 2: 89.67 yds. Below is from Mohawk's Website regarding their warranty: Lifetime Stain Resistance Warranty Lifetime Soil Resistance Warranty Lifetime Pet Urine Resistance Warranty Lifetime Anti-Static Warranty 15-Year Abrasive Wear Warranty 15-Year Texture Retention Warranty 15-Year Fade-Resistance Warranty 15-Year Manufacturing Defects Warranty Therefore, Luna is covered by Mohawk's Warranty regarding the defective materials that they have placed in my home and I would like it ALL replaced.

Desired Settlement: We would like ALL of the defective carpeting replaced. If possible we would like to choose another brand or line of carpet because we have lost faith in what was installed. However, I am suspicious that a bait and switch was pulled, so I'm not even sure that the carpet they installed is what we requested. We would like to see the original manufacturers label on what ever carpet is installed at the time of replacement. If replacement is not an option, we would like to have another company come in and replace the existing carpeting and have Luna cover the entire replacement cost of the carpet and installation.

Business Response: Initial Business Response /* (1000, 7, 2014/02/11) */ We understand that Ms. **** was upset over the appearance of her carpet. We value her business and want her to be a satisfied customer. Ms. **** has been offered a full replacement installation. Ms. **** is open and agreeable to this. The replacement installation is pending scheduling. We are pleased to have come to an amicable resolution with the consumer and look forward to a successful replacement installation. Thank you.

1/27/2014 Billing/Collection Issues
1/20/2014 Problems with Product/Service
1/13/2014 Problems with Product/Service
1/8/2014 Delivery Issues | Read Complaint Details
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Complaint: The sales person ************** told me when I made a deposit on my carpet that I could cancel the order if I got a better deal with the next sales call that day. He said they would void my check and cancel the order. I had a better deal with Empire Today and I called to cancel the Luna order 3 hours after the sales person left. Cancellation number ************. The next day I got an auto call from Luna confirming the installation for the following day. I called customer service and was told that the cancellation request was being processed and that a refund would be mailed to me. I spoke with a supervisor ***** on 12/26/13 and she said she could get the check voided and the order would be cancelled. On December 30, my check was cashed. This entire process was misleading if not an outright lie. I now have to call back, on hold for quite a while, and find out how long I need to wait to get my refund. Product_Or_Service: Carpet Order_Number: 278072

Desired Settlement: DesiredSettlementID: Other (requires explanation) I deserve an immediate refund of the $90 and Luna should apologize for deceptive policies. The sales person shuld be reprimanded for lying about the cancellation process in order for him to get a sale. And the company should be forced to correct their business practice.

Business Response: Initial Business Response /* (1000, 5, 2014/01/07) */ We sincerely apologize for any miscommunication and resulting inconvenience that may have been caused by the cancellation processing of Ms. *****'s order. A check for the full refund of her deposit has been sent to her. We thank Ms. ***** for bringing this to our attention. Final Consumer Response /* (2000, 7, 2014/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/7/2014 Delivery Issues
1/6/2014 Billing/Collection Issues
12/30/2013 Guarantee/Warranty Issues
12/18/2013 Problems with Product/Service
12/17/2013 Problems with Product/Service
12/9/2013 Problems with Product/Service
12/6/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: On 10/26/13 I had some laminate flooring installed in my home by Luna Flooring in Baltimore. But I was told by the BBB of Maryland that I had to file the complaint with the BBB of Illinois. The installers left black stains all over the floor after the installation. They told me to get some Bruce cleaner to remove the stains. Why should I have to do this after I paid $3734.48? So I began to call the company and I got the run around. I started calling on October 28th and it took 2 weeks for me to find a contact person from Luna (**** *****). Most of my furniture was in my kitchen and I was not able to use my refrigerator or my stove for 2 weeks. I would call customer service and I had spoken to at least six different people and got nowhere. I would get disconnected and call back and have to start all over with a new person. My grandfather clock and a lot of other furniture was all in my kitchen because I did not want to put anything back until the floor was cleaned and the installers cut my front doorbell in the process. It was a huge inconvenience to say the least. The entire experience was a nightmare. I got put on hold for 20-30 minutes with customer service only to be disconnected and have to call back and start all over. The Baltimore salesman was no help. After he made the sale he took himself out of the situation. I found the phone number for **** ***** and a ************ at the Illinois Customer Service told me that it was not a good number. I finally went on the BBB website and found **** *****. If I did not have a computer I probably would still be getting the run around by the call centers in Baltimore and Illinois. It should not have taken 2 weeks to get this resolved. My concern now is if I ever have warranty issues. **** I get the run around again? I think that Luna should be investigated for their business practices and the call center should be looked at also. My wife and I cleaned the floor it took us about 3 hours to do it. The installers came back on 11/9/13 at 9:00 am and attempted to clean the floor, they did not do a good job at all. They did fix the doorbell. I just want to tell about my experience and hope that this does not happen to anyone else. My concern is suppose the person does not have a computer? They would not be able to track **** ***** the contact person for Luna down. The entire experience was horrible. I can not believe that it took 2 weeks to get this resolved. Like I said I just want my story told and Luna should be investigated and made to do a better job when it comes to customer service and service issues. By the way,I did pay cash for the flooring but that should not matter. Please look into this matter because this should have never happened this way. I went on the BBB of Maryland website and it told me to contact you. I hope that you can do something about their business practices. Thank you so much for your help in this matter.

Desired Settlement: I want Luna to be held accountable for their warranty issues and service. The call center should be managed much better so that when customers call they **** not get the run around and their issues and concerns are met in a timely manner.

Business Response: Initial Business Response /* (1000, 5, 2013/11/21) */ We thank Mr. and Mrs. ******* for bringing this to our attention. We apologize for any frustration and inconvenience they may have experienced during their installation and subsequent repair. A Senior Customer Service representative contacted Mr. and Mrs. ******* and scheduled a service appointment for November 11, 2013 to address their concerns. We are sorry that we didn't do a better job of overcoming the Customer Service challenges we faced to make their experience less trying. We appreciate their valuable feedback, and we welcome the opportunity to take a close look at how their situation was handled and identify ways we can improve the next time we face similar operational challenges. Should they have any concerns in the future, we will strive to address them in a timely manner. A customer accommodation has been applied to their account to show that we value their opinion as well as their business. The ******** were agreeable to this. We are pleased to have reached an amicable resolution. Thank you. Final Consumer Response /* (3000, 7, 2013/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept their response. First of all the service date was on November 9, 2013. **** ***** credited our account $150.00 which we never agreed to. The way this situation was handled was unacceptable and we want to make sure that this does not happen to anyone else. We also want to make sure that if we have any warranty issues or any other concerns regarding the floor that we **** not get the run around and that they be taken care of in a timely manner. The call center should really be managed a lot better. Two weeks was far too long to have my kitchen cluttered with furniture waiting for Luna to come and attempt to correct the situation. If it had not been for my computer I would be still trying to get this resolved. I found **** ***** by getting ready to write the BBB. Suppose the next person does not have a computer? Suppose I did not have a computer? If Luna wants to conduct business like this then maybe they should keep their business in Illinois not in Maryland. Final Business Response /* (4000, 9, 2013/12/05) */ We apologize for Mr. *******'s frustration. We take his concerns very seriously. A manager has followed up with Mr. ******* and assured him that we are working diligently to address and resolve the areas of concern he has listed. We have also offered to work with him on any issues he may have presently or in the future. Mr. ******* related that he has none at this time. We are pleased to have come to an amicable resolution. Thank you.

12/3/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 7/14/12 laminate flooring installed for $1,062.19 in kitchen.Warranty says "Luna guarantees your new flooring **** be free of any installation defects from normal wear and tear not caused by neglect, abuse or acts of God for the life of your flooring. In the event service is necessary a professional flooring technician **** be sent to your home at no charge." Over the next few months the flooring lifted up in spots, the seams buckled and there are air pockets under the flooring. There has been NO neglect, abuse or acts of God. Obviously either the flooring or installation or both are defective. I called and 8/1/13 the original installer came out to look at it; he asked what the problem was (his office should have conveyed that) and I tried to explain but I'm not sure how much English he understood. He looked at it and said half the floor needed replaced and he would call his office and they would call me. 8/9/13 I called them because I hadn't heard anything and was told they did not have the report yet from the installer and were waiting for his WRITTEN report; once they had that, someone would get back to me. 8/19/13 I still hadn't heard and called again at 1:20pm - they claimed they still didn't have the report but promised that ********* would call me back within 24 hours. 8/20/13 at 4:15pm I still hadn't heard so I called again and spoke to "*******". She said the installer reported there was water damage and they wanted $584 to fix it. I told her there was NO water damage or damage of any other kind and they needed to honor their warranty as it's either a defective product, defective installation, or both. So she "escalated" the complaint to a Project Manager and said I would get a response with 48 hours. I told her if I didn't I would be contacting the BBB and other consumer groups as this is ridiculous. 8/23/13 (not within the 48 hours) they finally called back and scheduled for someone to come out on 9/4/13. On 9/4/13 they called and said the person who was supposed to come out was sick and can't make it. We rescheduled for 9/11/13. On 9/11 "****** came out and said he was an expert on water damage, and there was no sign at all of any water damage and he has no idea why the installer would say such a thing. He said he believed the floor was installed too tight and did not have room to expand and as the tiles expanded it caused them to buckle at the seams and create the air pockets. He said they needed to come out and take up the quarter round all around the edges and put a groove there to allow for expansion, then replace the quarter round. On 10/9/13 the crew of 3 arrived including the original installer and asked me what they were supposed to do because they said all they were given was quarter round (again, their office should have explained this). I tried to explain what ***** had said. They pulled up one piece of quarter round and pointed out that there was a groove along the edge already so there was nothing they could do. They nailed the one piece of quarter round back down and left saying their office would have to call me. 10/11/13 I called because they have not gotten back to me. They said a manager would have to call me back and "tell you what your options are". 10/18/13 I called them again because as usual, they haven't called. I waited on hold for 5 minutes and then was hung up on. I called back and got a woman on the phone - she had to "get in touch with the local office" and had a lot of difficulty. She kept me on hold for half an hour and then came back on and said she finally reached them and they are sending an email to get the report from the guy who was out on the 9th then someone would get back to me. I told them I've had enough - they had until Tuesday the 22nd to get back to me or I would see them in court. It is now Thursday the 24th and I have heard nothing from them.

Desired Settlement: They need to refund my money or replace their defective flooring with a PROPER, PROFESSIONAL installation. Or, I can have someone else install a floor at their expense.

Business Response: Initial Business Response /* (1000, 5, 2013/10/26) */ We thank Ms. ******* for bringing this matter to our attention. We sincerely apologize for the concerns she is experiencing with her flooring. A Senior Manager has reached out to Ms.******** to discuss options for repair or a possible replacement installation. We look forward to resolving her concerns and are hopeful for an amicable resolution. Thank you. Final Consumer Response /* (4200, 18, 2013/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) After I involved the BBB (and ONLY after I involved the BBB) Luna has made efforts to correct their product and installation errors, but their efforts have only resulted in more errors. There has never been any "site related moisture issues" as their own representative confirmed. Their most recent effort was to replace a portion of the floor and install scratched tiles in a pattern that did not match the existing pattern. Now they offer a full floor replacement with the note "Should Ms. ****** wish to reselect a different flooring product, this would be an opportune time to do so. If she selects a more expensive product for replacement, she **** be responsible for the cost difference..." Which seems to be to be an admission that they sold me the wrong product and cannot make it work and now they want to try and get some more money for their efforts to correct their mistake. My position is simply this: They sold me a product which I bought in good faith and paid in full for. This product/installation has not worked and neither have their efforts to make it work. If this flooring **** not work as sold to me and we need to choose a different product then I am willing to look at what else they have to offer, but any floor chosen **** NOT cost me additional money, and must stay down flat on the floor like flooring is supposed to (and like the previous flooring in that kitchen did for many years). It needs to be installed properly with the pattern matching on the entire floor and not come up at the seams and not have any air bubbles underneath. That's all I have wanted from the beginning - what I have already paid for. This area is a little used "in-law" kitchen and is not even our main kitchen. It gets very little traffic and usually is only dust mopped. Our main kitchen is a heavily trafficked eat-in kitchen which has laminate flooring as do a couple other areas in my home - I have never experienced any problem with any of those areas nor with the tile that was previously in this kitchen. Nor, for that matter, any other flooring in any room of the house. I have been extremely patient in dealing with Luna but it is now time for them to make good on their obligation to install a proper floor. -------------------------------------------------- 11/20/13 info from consumer: In their last response they asked that I call them; I have now left two messages that have not been returned and am still waiting for them to call me back... Final Business Response /* (4000, 16, 2013/11/14) */ We apologize for the issues that Ms.******** has experienced with her flooring. We understand that she is upset and appreciate her frustration over the appearance of the flooring. Luna has made a good faith effort to determine what the areas of concern are and what is required to resolve them. In the interest of good customer service, we have completed a repair at no cost to her for site related moisture issues. While she may not be satisfied with the findings and ultimate repair, we have proceeded in good faith. We stand behind our products and our installation. As a customer accommodation, Luna **** offer a one time only full replacement at no cost to her with her original flooring selection. Should Ms.******** wish to reselect a different flooring product, this would be an opportune time to do so. If she selects a more expensive product for replacement, she **** be responsible for the cost difference between the two styles. Ms.******** may contact the Senior Project Manager at XXX-XXX-XXXX to discuss this offer or any additional questions she may have. Thank you.

12/3/2013 Guarantee/Warranty Issues
12/3/2013 Guarantee/Warranty Issues
11/26/2013 Problems with Product/Service | Read Complaint Details
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Complaint: To get my business from their competition, Luna promised services and then didn't provide them upon installation. This all started when a neighbor of mine had laminate floors installed. We live in an old condominium building, so her contractor walked through and put nails and screws in the subfloors to eliminate her squeaks. He took the time out to do this, installed beautiful floors, and charged $4,000 to do it all. My neighbor gave me his contact info. I called him, and then called Luna for a second opinion. Doug Clearfield was their sales consultant. He convinced me that I needed to order leveler in addition to the flooring, even though I told him that I had wood under the carpet as the subfloor. He said that my neighbor's floors would start to warp and buckle without it and this proved that Luna was the better, more experienced company. He sold me on the size of the company in comparison to the other guy, the lifetime warranty, and even promised to screw and hammer the floor to eliminate the squeaks during installation as the other guy promised. I agreed. I called to let down the other guy, but he cut his price to $3,500. So I called Luna to cancel with them and talked to Art Jones. Luna cut their price down to $3,700 and again assured me that you would handle the squeaks, he even wrote it in the special instructions section on the new contract sent to me. They also promised to send out instructions and starter products for the upkeep of the floor. On the day of installation May 8th,2012, I left to run errands and let the Luna guys work. When the job was finished, I came home to beautiful floors and tipped the installers. They said that they did not need the leveler, and that I should receive a refund check from Luna for this. The furniture was everywhere so I wasn't able to check on the squeak removal as I was toeing around stuff. I did try to confirm with the installer about the squeaks, but his English was really bad and I doubt he understood me. I got the impression from him that nothing was done. Well it turned out that since the carpet was gone, the squeaks and creeks were much louder than they had been. They were also in the same positions, which means that the installers did nothing to alleviate them as promised. They probably didn't even read the special instructions section of the contract. When I called Luna to get the refund back for the leveler and to complain about you not fixing the squeaks and creeks as promised, they issued a refund and sent out a guy to inspect the floors. He walked around and jumped in a few places and heard the creeks and squeaks, but I could tell he thought my complaint was trivial and that they weren't going to pull up the floors to fix the issue. They had my money now, so why keep their promise. He said the company would contact me within ten days to resolve the issue. I waited the ten days and heard nothing from you guys. I called Art Jones, who had been so friendly before, and left messages, but never heard anything back from him either. I felt totally shut out and deceived. On top of it all, the starter products and instructions for upkeep never came, so I had to find out the hard way not to use hot water on the floors, hence the slight lip curls at the seams. I sent two emails to them which they never responded to which is why I am now submitting this complaint.

Desired Settlement: I want what was promised by Luna. I want the squeaks and creeks eliminated to the best of Luna's abilities and I want the instructions and starter products for the floor upkeep.

Business Response: Initial Business Response /* (1000, 12, 2013/10/26) */ A Customer Account Manager has reached out to Ms. ******* asking for contact. We welcome the opportunity to have the installation viewed by an independent inspector to assess and confirm the issues present. Luna will stand behind the results of the report from the inspector. Should the inspection report point to an installation or manufacturer product issue, these will be repaired at no cost to her. Should the report point to site related damage, we will work with Ms. ******* toward resolution options. We look forward to an amicable resolution. Thank you. Final Consumer Response /* (3000, 14, 2013/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did reach out to me once on Saturday Oct. 26th, and Luna Project Manager ***** ****** left a message. I have called back four times and left two messages but Luna has not called me back. My complaint isn't about the surface problem of the work. As I stated in the letter the floors look fine. However, they promised to fix the creeks before they installed the floor and they did not. They also promised to follow up with products and instructions for the floor upkeep. They have not done that. They have already sent an inspector out, as stated in the letter. Luna needs to be a company that stands by their word, period. Because that is what I thought I was paying for. Final Business Response /* (4000, 16, 2013/11/14) */ We understand that Ms. ******* is upset over the squeaking of her sub floor. We sincerely apologize for any miscommunication or misunderstanding surrounding the flooring installation and squeaking of her plywood subfloor. The fortification of a customer's subfloor to minimize noise or squeaking is offered to our customers as an additional service on hard surface installations. Ms. ******* must keep top of mind that we are not certain what is causing her subfloor to squeak. The fortifying process can reduce but may not eliminate the sound she is hearing. To show we value her opinion of us, as well as her business, we have scheduled a service appointment on November 20, 2013 to remove sections of her flooring and refortify her subfloor. We look forward to a successful repair and an amicable resolution to her concerns. Thank you. NOTE FROM THE BBB: Please hold off on your response pending the scheduled visit. Please update us on the outcome of that visit. ***** ****** Assistant Manager-Home Services BBB-Chicago & Northern Illinois

11/25/2013 Delivery Issues
11/8/2013 Problems with Product/Service
11/8/2013 Delivery Issues
11/8/2013 Problems with Product/Service
10/18/2013 Guarantee/Warranty Issues

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36 Customer Reviews on Luna Flooring
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