Complaints

This profile includes complaints for Luna Flooring's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Luna Flooring

  333 Northwest Ave Northlake, IL 60164-1604

  
• 

  Luna

  7484 Candle Wood RD, Suite A Hanover, MD 21076

  
• 

  Luna Flooring

  57 Littlefield St Bldg D Avon, MA 02322

  
• 

  Luna Flooring

  7760 Doane Dr Unit 135 Manassas, VA 20109

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, 6/26/25 ***** ********* (**** Sales **** and *** *** (identified as the Manager) visited our home and provided a quote for hardwood flooring installation. We agreed on the ************************, to be installed in the basement (lower level and hallway), Master Bedroom (MBR), MBR closet, upper hallway/landing and closet (3rd level) for a total of $6,618. This price included: All materials and labor; Removal of old flooring and debris; Moving and replacing furniture; Complete cleanup post-installation. We also agreed to utilize Lunas financing option through *********************. I can provide contract agreements via a secured site or directly upon request. On Saturday, 6/28, the installation team arrived and began work. They rearranged furniture to allow for installation, detached doors, and started pulling up flooring. Approximately two hours later, I was contacted by Ms. ****** from the **** office, who informed me the product was defective and the job could not continue. She stated that ***** and *** *** were working to secure a new product and would follow up within hours. That never happened. As a result, our home was left in complete disarray: Furniture is scattered across rooms and bathrooms; Sharp, exposed wood and underlayment pose safety hazards; Doors are off hinges; etc. No effort has been made to remove debris or unsafe materials. We have had to make alternative living arrangements due to the unsafe condition of our home. Despite multiple calls to customer servicewith assurances that Regional Manager *** ******** would reach out immediately (Tracking #***********)we have received no follow-up and no resolution. On 6/30, ***** met with us at our home. He informed us that the company is refusing to transfer suitable replacement product and instead offered us carpet as a replacement, which is not acceptable, but the only option offered. To date, this issue remains unresolved without any communication from management or regional staff.

  Business Response

  Date: 07/10/2025

  We appreciate the customer contacting us regarding their concerns. 

  Per the customers request, the order has been canceled.

  We thank the customer for considering our service.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23538895

  I am rejecting this response for the following reasons:
  Once again, **************** breached the contract and left our home in disarray. Not only was a defective product delivered and installation attempted, but the **** Team also created multiple safety hazards throughout our home. Despite repeated outreach, management failed to respond until after a BBB complaint was filed. Please be advised that we have also filed a formal complaint with the ***********************************************************************

  The only acceptable resolution to this matter is full compensation for:
  Damages to property
  Breach of contract
  All losses incurred
  Pain and suffering
  And any other applicable relief and monetary compensation deemed appropriate

  This company's negligence and failure to uphold contractual and ethical obligations have caused significant disruption and hardship.
  

  Sincerely,
  ***** ********

  Business Response

  Date: 07/30/2025

  As the original hardwood product that was to be installed was identified as defective, the customer was offered a very similar replacement product to complete the installation. However, the customer declined the alternative and insisted on cancelling the project. As a result, the order was cancelled and the customer's financing was voided.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23538895
  
  I am rejecting this response because:

  The statements made by **** are simply not true. The photos submitted speak louder than any written explanation, they clearly show that **** left my home in complete disarray and in a condition that posed a serious safety hazard. Despite my repeated efforts to communicate the urgency of this matter, ****** management failed to respond to any of my calls, emails, or text messages until I filed this formal complaint with the Better Business Bureau.
  As a result, I have contacted the ********************************* **************************** and the ****************************. If this issue is not resolved and the damages I am seeking are not paid promptly, I will escalate this matter further to the District Court of Maryland. I am hopeful that this can be resolved without additional legal action, but I am fully prepared to pursue every available avenue to obtain a fair outcome.

  Sincerely,
  ***** ********

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract for hardwood flooring which was installed in April 2024. The quality of the work was insufficient so they came back to make repairs including redoing the stairs and taking out boards that were the wrong direction. Additional repairs were needed due to poor craftsmanship (gaps between boards, not leaving a space to allow the boards to constrict and expand leading to warping). There have been several days where the company did a no call no show to come complete an inspection or complete work on the flooring. We have had to chase the company down to get a final resolution to this issue. At this time there are baseboards with large gaps, flooring boards with gaps, warping on the floors and they creak anytime they are stepped on regardless of the weather or season. We have paid them the full amount but the job is not completed. On the occasions when they have come to do repairs we have to get the house professionally cleaned afterwards to get all of the construction dust taken care of. This has cost us a lot of money and the job isn't even done. We have to constantly chase this company to get responses and we've been living with an incomplete job for over a year. We're requesting completion of the repairs and a refund of ******** to cover costs for cleaning and the lost vacation days used waiting at the house for someone to come when they did not show, or to be there while the work was getting completed.

  Business Response

  Date: 07/18/2025

  We appreciate the customer contacting us regarding their concerns. 

  Per an assessment, a service is set for August 8, 2025 for a no cost replacement due to installation issues.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23517791
  
  I am rejecting this response because it only responds to half of my request. Yes I do agree with the no cost repairs to fix the problem. However, the monetary strain this project has placed on us due to missed days of work, and cleaning expenses has not been addressed. We had requested a refund of 2,500. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had all our floors redone by ****. I recently took the draw out on the bottom of my stove to find half of the old flooring. We were NOT told by **** that this half of the floor under the stove would remain untouched, and I was shocked to find this. We are easy-going, and would have disconnected anything that was asked of us, and move the stove as required.I asked **** to finish the job and they refused. Someone named ******* was supposed to call me back but he never did. I paid for a service that was not completed.We paid **** in full.Thank you for your help. It is much appreciated.**** ****** ************ *****************

  Business Response

  Date: 07/08/2025

  We appreciate the customer contacting us regarding their concerns. 

  A service to correct the issue was completed on Wednesday, July 3, 2025.

   

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** floors installed defective carpeting in our office space on May 5, 2025 and within a few days we noticed a hole in the carpet after we moved some furniture. Then we also noticed that little pieces/threads of carpeting was coming up. After notifying the salesman of our dissatisfaction with your product (possibly defective) we contacted your salesman and he returned to our home a few days later at which time we selected a laminate flooring. He then advised that we would be contacted shortly thereafter by someone in your company with the adjusted cost of the new laminate floor and a date of installation. Despite numerous calls to the salesman and 2 contacts from someone else in your co. promising to get back to us with the requested information, we have yet to receive a call one of your **** with the cost of the replacement floor and a date of installation. We believe this simple matter should have been resolved weeks ago, but it continues to drag on to this day-June ******.We appreciate any help you can render in this very aggravating matter.Sincerely yours, *** *******/***** ******* *************)

  Business Response

  Date: 06/20/2025

  We appreciate the customer contacting us regarding their concerns. 

  The ************* Service Manager contacted the customer and have come to an amicable resolution.

  The customer agreed to change the carpet to luxury vinyl plank and pay a minimal charge.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Luna flooring did not complete the job and now they are taking legal action to collect. They still have supplies in my home and I can show photos to prove that it was not done. My husband and I reached out to them several times to get it finished but they never reached back out to us. We left it alone. This happened in 2021 and now in 2025 they are asking to collect $5,476 on an incomplete job.

  Business Response

  Date: 06/30/2025

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken with the customer and offered a fair and reasonable accommodation regarding their concerns. The customer has accepted and we are in the process of sending via check. 

  We apologize for any inconvenience and thank the customer for their feedback. 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23454790
  
  I am rejecting this response because: the amount that was offered as a refund will not be the amount it will be to get the job completed. They never mentioned if they are going to continue with trying to collect funds for the unfinished project. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 07/08/2025

  We attempted several times, after installation of the completed areas, to schedule the remaining foyer. Unfortunately, the customer became unresponsive until now. As the material was never installed, and is no longer available, a refund for the foyer was processed based on the amount it was contracted for in 2021.

  We are showing the order is paid in full for the completed areas. The customer chose to finance a portion of this installation and she will need to contact the financing company regarding any amounts owed to them directly.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 22, 2024 I entered into a contract with **** for laminate flooring to be installed throughout my home. The cost for the installation and the **** Service Plan totaled $7,722.93. The floors were advertised as able to withstand normal wear and tear, spills etc. as at the time of contracting the salesman saw that I have 2 toddler boys. After learning about the product and the additional service plan for added protection we entered into a contracr. On or about May 9, 2025 I fell ill with food poisoning which caused me to vomit in master bedroom I cleaned my floors with water and fabuloso and the next day the part where I cleaned the floors began to buckle and warp. I immediately reached out to **** to which the same installer came out and asked if any water damage to which Replied no and told him about me being ill and cleaning and floors buckled the very next day. I also noticed the transition strip came completely up and that further indicates installation issue. **** has refused to comply with its manufacturing warranty, its service plan, failed to make on its promise that these floors are durable and have acted in bad faith by requiring customer to pay an additional $2k to fix the installation they created.

  Business Response

  Date: 06/03/2025

  We appreciate the customer contacting us regarding their concerns. 

  An assessment was completed on May 15, 2025.  The results indicated site-related moisture damage.

  The local area customer service manager provided a cost for a billable service to repair as the damage is not covered under warranty.

  The billable repair cost is valid for 30 days.

   

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23382973
  
  I am rejecting this response because: they did not provide the supposed moisture readings. Furthermore, there was no flood to make such damage. Lastly, I purchased a service plan that covers the damage and they are required to cover such damage.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 06/10/2025

  We apologize for any inconvenience and thank the customer for their feedback.

  A claim was submitted to the customer's service plan and was approved for repair.

  The local office has reached out to schedule the service with the customer.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23382973
  
  I am rejecting this response because: I called to schedule a date for them to come and fix my floors and they keep saying ******* ********, the unresponsive manager is working on it and refuse to schedule my appointment, despite telling me to call and schedule an appointment. It has been over a month and the company is clearly acting in bad faith. 
  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:05/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Luna flooring has failed to honor their warrantee with product and installation. the installation was performed September 2024 with one year installation warrantee. A couple of months later the flooring started lifting. After a visit from the same person who installed it he agreed that the floor needed to be replaced due to installation and product defect, and he was going to ordered all materials needed. A week later **** contacted me a person named ***** told me that I had to pay for an reinstallation. When I explained what the installer told me he didn't have a response. I contacted the sales person and explained the situation he told me that what **** was doing wasn't right and to contact their customer service. After numerous complaint they have failed to honor their contract.

  Business Response

  Date: 05/22/2025

  We appreciate the customer contacting us regarding their concerns. 

  The results of an assessment came back as  installation related due to leveling issues.  

  A replacement is set for Tuesday, May 27, 2025.

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3-13-25 My whole total for the work that **** was going to do was 5400. They charged me over 6400.When they came to do my carpet, they said I still had a balance of $1034.99 which was weird because it was completely financed so I shouldnt of had to pay anything out-of-pocket but I paid it. 20 minutes after paying I called Luna flooring to see why I had to pay that and they said that they messed up and charged the wrong amount for the service and said I would receive a refund in up to 10 business days I called back 10 business days later and when I called, they said that nobody issued the refund and nothing was put through so they hadto put it through again. They said I would receive it in 10 business days again.I just called back on April 23 which is now a month and a half later and the refund still is not through and at this point Im still going to get flooring done by them later this month because we are waiting on cabinets to get installed to do the rest of the flooring. And Im not even sure if I want them to come anymore with this taking a month and a half.

  Business Response

  Date: 04/30/2025

  We appreciate the customer contacting us regarding their concerns. 

  We adjusting the payment information for the customer. We have refunded the amount to the original payment method. 

  We apologize to the customer for any inconvenience and thank them for the opportunity to address their concern. 

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is so not me but I am being treated so unfairly by ****/ Empire Today. I purchased floor from this company in May of 2023 by August of 2024 my LVP unlocked separated in my family room, the floor is unbalanced in both my family room and kitchen. I reached out to them and asked to schedule an appointment for inspection. Of course a year before they went above and beyond to get my contract. A year later after purchasing a service plan with them for both my carpet and my LVP flooring they want to charge me. But thats not the surprising thing their manger of the customer service department was extremely rude and basically told me he was the last person I could speak to and thats that. I have proof that I have an extended service contract and an email stating that I have a two year ******************* warranty. I have been suffered emotional distress and anxiety because Ive been disrespected and treated harshly by their area customer service manager.

  Business Response

  Date: 05/08/2025

  We appreciate the customer contacting us regarding their concerns. 

  An assessment was performed on May 7, 2025. 

  Service for repairs is scheduled for Tuesday, May 13, 2025.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The flooring is nice as is the majority of workmanship. The pictures show the inconsistency in the trim work. Most strips were removed, then shoe moulding and some areas were caulked. Others were not. The mix of white and ***** molding doesn't work. They put new flooring on a warped floor in the hall bath. I have called numerous times and was most recently told that they would come out but would be charging me $300. They need to clean up their trim work and repair the bathroom floor. I am still surprised that they thought it would be OK. I just want them to finish the job.

  Business Response

  Date: 05/06/2025

  We appreciate the customer contacting us regarding their concerns. 

  The local office contacted the customer and scheduled service under the labor warranty for Monday, May 12, 2025.

  Customer Answer

  Date: 05/16/2025

   
  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 repairs were completed on Monday May 12th. Thank you for helping resolve this issue.
  
  Sincerely,
  
  ***** ********