Customer ReviewsforLuna Flooring

They were very much a used car sales company They promised and did not deliver. Rescheduled 3 times for a tile install which never got installed.The worst service ever!

*****, this is not the experience that we wish for our customers, and we apologize for your experience. We understand that your order has been cancelled per your request. If you continue to have questions or concerns, please feel free to contact us.

Purchased 4 rooms of flooring from ****-first contractor came out and stated the floor was too uneven and didnt feel comfortable with installing and canceled-spoke with **** who stated they would send a floor specialist who came out later who said the floors were too uneven plus wanted the radiators removed for installation in order to do the job. Both contractors were very professional and trustworthy. **** now is REFUSING to reimburse our down payment of over $5200 and giving us all kinds of run around. Do NOT purchase from this company!!! They demand half the payment upfront then you cant get it back when the work cannot take place. Stay away from **** unless you want a headache experience!!!

*******, this is definitely not the experience we'd want you or any of our customers to have, and we would like to fix this. We've located your account and will be in touch with you soon to rectify this.

On 7/16/24 I had someone come to my home to show me samples and give me pricing. We settled on a carpet. She told me our payment would be $69 a month since we were financing. I get our bill and our minimum payment is $168. I called the finance company and he said we had to call **** because they had nothing to do with that. I called the *** from **** who came to our house. She said that they figured out what our interest would be, took that off the price of our carpet, but has no control over the rate the finance company gave us, which is 36%. When she first told me the rate, I told her I didn't want that high of a rate! They completely duped us! She and I must have said my payment would be $68 a month, like 10x. The reason I know this, is because it was all we could afford. They literally tricked us. I am in shock right now. I can't believe how shady businesses can be!

****, we take your concerns seriously and want to address this further. We've located your account and we'll be in touch with you soon to resolve this.

In January 2024 we set up an appt with **** to come and show us flooring for our home. The sales rep had many selections and was here for 3 1/2 - 4 hrs. We took her advise on the best flooring to suite our needs. The new flooring was installed on Jan 24, 2024. Approx mid May I noticed the flooring in the kitchen starting to buckle in one section, I called and reported it took pictures and sent them to the customer service rep. I was told that the original installer noticed that we had kitchen chairs with wheels, and that they were the reason for the damage. I informed her that 2 days after the flooring was installed new kitchen chairs without wheels and a rug were delivered. They sent out another "professional" installer to examine the floor. He didn't speak English and said he needed more product. Another installer came the and concluded that it would be a more extensive repair needed but had to make a request for more product and approval from management. Once again the first installer came with 2 of his buddies and with his van still running in my driveway walks in my house and says WHAT?? They discuss in Spanish looking at the floor and he signals to me that they were going to replace 4 floor panels because that's all he feels it needs. I called the customer service rep and requested that she gets them out of my house she texted him. Another experienced installer came a week later took measurements and said he had to file a report. Today July 30 I was informed by the customer service rep that they decided that it was damaged by my kitchen chairs!!! And I would be responsible to pay to have it repaired. I said absolutely not as we already paid $8400.00 dollars for the flooring that I'll be paying for 4 yrs. So they have me over a barrel with my hands tied. She assured me she would see what she could do with the manufacturer and get back to me ASAP. I requested a call from her supervisor who has been in some VERY long meetings but haven't heard anything yet

******, we hate to hear that your carpet/flooring has exposed issues. We want to investigate this further to see how we can help. We've located your account, and we'll be in touch with you soon to discuss this.

This company is no longer in business. A formerly great, well managed company, that descended into merely now a fraud scheme. We placed an order, and provided a deposit, before we discovered that they were no longer in business. We cancelled our order, which they acknowledged, and they kept our $500 deposit. Fraud. Run away!

****, we wish to make this right for you, all we need is your account information to get started on a solution for you. Please email *********************************** with your account info, and we will work on a solution for you as soon as possible.

We contacted **** online for a quote for wood flooring for our house , and **** sent *********************************** to give us a quote on March 13, 2024. .We were quoted for $6,500.00 for the family room which the small stairs going to the living room. The day of the installment, the installer could not do the stairs, as installing we were told that its against the city code to install the Engineered wood, so they installed a carpet, but I had to pay for it separately for $ ******. We were told by ******************** that the price for the hardwood stair case that was not completed will be adjusted from the original quote of $6.500.00. I have been calling customer service **************** to follow-up but until now , we haven't received any price adjustment or price quote for the refund. It took only a few mins for them to swipe my card and take my money in bank account, but its taking a long time for them to attend to price adjustment. Every time I call the customer service , they would open a ticket for my complaint but no follow-up was done, and it has been almost been three months. I am disappointed that **** has no integrity when it comes to keeping their words/contracts, and has to intention of making their customer happy .

******, we wish to make this right for you, all we need is your account information to get started on a solution for you. Please email *********************************** with your account info, and we will work on a solution for you as soon as possible.

I had my kitchen floor done by this company using contractors that cannot get this right. I had the Floating Click Lock flooring installed in 12/2020. And had to have them come back for pieces of the flooring that would move or wasnt secured and would lift up. Recently on the strip staples were coming through and I would snag my sock from the exposed staples coming through the strip. I called them back to have them fix the problem on 4/29/24 they sent out their contractors again and they stated they removed all the nails and glued it. And I paid because the warranty has expired. Today 5/6/24 the nail/staple snagged my sock again. Very dangerous and hazardous! I see lots of complaints on here about these contractors. Will not be using again!

*****, this makes us upset to hear youre having issues with your LVP. We want to address your concerns ASAP and will contact you in the next 24 hours to determine a resolution.

I paid thousands of dollars to purchase luxury vinyl flooring from **** 3 years ago. I noticed the planks were beginning to separate in the kitchen 2 years after installation. I called **** because I hurt my foot on the edge of one of the planks and without thinking, I thought I could bang it back in place. That didn't work. So, I called ****. **** sent a person out to inspect the floor. And because I damaged the flooring, **** refused to replace the plank free of charge. My cost would have been $250 for one plank. The one year warranty was up. Now I have several planks loose throughout my living space. There are visible seams of separation. There is a sliver of a plank in front of my fireplace that could be easily removed. The edges of the planks are beginning to curl and the planks are buckling and making cracklng noises as I walk across the floor. I called **** in April 2024. **** sent a Wood Flooring **************** to inspect the flooring on April 15, 2024. for which I had to pay. The company took pictures and reported back to ****. The inspectors, with hand gestures, said the flooring was buckling and crackling. **** called me on 4/17/24 with an estimate of $1000 and said the entire kitchen floor needed to be replaced. I refused to pay for any repairs. I told her the problem was the installation and/or material. I requested that she submit a claim to the warranty company. I asked for a copy of the email which I never received. She said it would take a week to get a response. I waited nearly 2 weeks and I finally called **** again on May 2, 2024, still no solution to the problem. **** waiting response from the warranty company which, by the way, no name was given. I need my floors fixed before I trip and fall or someone who is visiting me. I am very disappointed with **** products and customer service.

********, we're genuinely sorry for the inconvenience. We will investigate this matter and work on a solution for you. Your satisfaction is important to us. We've located your account, and we'll be in touch with you soon to address this.

I am very disappointed with ****. I had a in home estimate yesterday and signed a contract. I was told that I would get a cheaper price than the contract stated and that they would update the contract. They said I had to sign the contract with the higher price. I then called 2 hours later to cancel the contract. I have called 3 times and still no update. Then after calling I get a text from **** that my order is processed. I have not received anything in my email that my contract is canceled. I am very upset and disappointed with the poor business process and scamming process to get people to sign up for your carpet. I just want what is legally right for my contract to be canceled. I think your company has poor sales tactics and business ethics. I do not understand how you have a rating of A+ on the BBB. Does BBB allow companies to pay them to get a better rating??!

*****, thank you for bringing your concerns to our attention. This is not the experience we wish for our customers, and we sincerely apologize for your experience. Our records show that a refund has been processed. Please allow 5-7 business days for this to reflect on your account. Thank you!

Everything was great about the process. We loved the salesman, the installers and the carpet.

*****, we aim to please, and when we do, it makes us smile. Your home is the most important project you could invest in. Thank you for trusting us, and we cannot wait for future collaborations.