ComplaintsforLuna Flooring

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had carpet/flooring done on 11/23/23. They cut the carpet way too short so they put an ugly transition strip in to cover the flaw. Once I noticed, I contacted the company and ever since, theyve been sending different people out to attempt to fix it but no one can. Theyve also been constantly canceling last minute as well. I then agreed to have the entire thing replaced and they couldnt even fulfill that order because they kept canceling at the last minute and then they ended up being out of stock and asking me to choose a second option. I have written at least 100 or more emails during this 4 month nightmare and finally I asked for a ***** credit so I could just be done with their games and hire someone to fix it and the manager *************************** says no. At this point, I want my all my money back for the entire carpet portion not just a minuscule percentage. From the start, they messed up the install and now, all they have done is wasted numerous hours of my time and left me with a very ugly rubber transition strip leading from my living room to my kitchen. No one should have to pay for work that was done so improperly. Its completely unethical the way their entire customer service department handled this or should I say, didnt handle this at all.

  Business response

  04/01/2024

  *************** Relations Team.

   

  The consumer filed this case under Empire Today, LLC. However, the purchase was made under our sister company Luna Flooring.

   

  Please move case # ******** to Luna Flooring.

   

  Should you need further information, please advise.

   

  Thank you.

   

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

  Empire Today, LLC

  Luna Flooring

  Business response

  04/15/2024

  We appreciate the customer contacting us regarding their concerns.
  We have spoken with the customer and offered a fair and reasonable accommodation for the install concerns which has been refunded to the original payment method.
  We apologize for any inconvenience and thank the customer for their feedback
  
  

  Customer response

  04/15/2024

   
  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,
  
  *********************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately around March or April, I hired Luna Flooring to complete my basement floor and my main level floor. The process took over 5 months with a few hiccups. Finally the contractor came out to take a look at the floor and asked my husband and I if we wanted to hire him on the side instead of going through ****. He quoted us $4000 if we went through him. We declined and said we wanted to continue with ****. The relationship changed and he did our flooring horrible and damaged parts of our house. He did the flooring so horrible, **** had to take up the entire floor and redo it. **** didn't want to pay us what was damaged. We spent over $9000 with **** for them to treat us this way after their worker damaged our house because we didn't want to go with him on the side. I've been talking to ************************* and also *************************** who was very rude to me. He stated I needed 3 estimates, I explained to him I did receive an estimate but I didn't want all those people in my house due to my medical condition. He stated well you let **** in to do the carpet. I'm currently in the hospital due to my medical condition so to **************, this is why I can't have a bunch of strangers in my home and covid is still present. ******* also was talking with me but all three of them stated they didn't like the heading on the estimate *********************** gave me. I want to be reimbursed for the damage the worker employed by **** caused. They offered $500 but that's not what I paid. I'm willing to take this to court if necessary. I would like all communication to go through my niece in which I've added a notarized letter for her to speak on my behalf.

  Business response

  04/12/2024

  We appreciate the customer contacting us regarding their concerns.

  We have reached out to the customer and offered to reimburse the quote they provided. 
  The customer has accepted our offer and we will continue working with the customer until the refund has fully processed. 

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

   

   

  Customer response

  04/15/2024

   
  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,
  
  *************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installation began 2/14/24 and completed 2/17/24. I signed and planned to finance $19,220 for a year at 0% interest. **** committed to professional installation. They have their sales team say it, its written on their website, and thats what was on the contract agreement. The dispute arised when I found my extension ladder in the garage loaded with dust and thrown in an area not where I left it. I had cups used from my kitchen cabinets without permission; just like the cans of soda that were drank from my fridge without permission. I even found a Corona bottle cap sitting on the mantle during an evening walk through. On 2/19/24 I called **** to file a complaint looking for a reasonable compensation return. **************** said a regional manager needed to approve any partial refunds. The manager was unable to answer and I was told I would be called back within the next 3 days. I had to call back 2 more times and open a total of 3 different complaint numbers because I had never received a call back. I had gotten an email from a customer service associate over a week after completion who said they could not do anything about the unprofessionalism of the installers but could offer me $50 under drywall damages. I said that I should get more and was recommended to fill out a survey. In the survey I requested to be contacted. When I was called they could not get a manager and I was again never called back. On 3/15/24 I got a email offering $100. There was unprofessionalism in the installation and customer service afterwards. With the drinking of alcohol on the jobsite, disrespect for my personal property, and the obvious disconnect in communication, Im asking for at least $1000 be taken off my total.

  Business response

  04/10/2024

  We appreciate the customer contacting us regarding their concerns.

  We have spoken with the customer and a fair and reasonable accommodation was offered, and has been refunded to the original payment method. 

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

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 1, 2023 **** removed the carpet from our master bedroom and installed portage 2.25" golden oak floor. As of today, many of the wood floor and installation errors still exist. Approximately ***** of the new wood floor pieces are cracked are not level. Some have nail pops with edges cracked in many places. Three door frames were cut too short and no longer touch the floor. The installers came to our home numerous times and would leave with cracks still in the wood. Eventually, the entire floor was replaced. The new floor had cracks and unevenness again. The supervisor told us that the quality of the wood they are receiving is not like it used to be. The customer service agent refused to come to our home. I called the first sales consultant, who we signed the contract with, and he never returned my calls. **** did send inspectors and they each took pictures of the problem areas. The first agreed completely with our findings and the next to wondered why **** did not tell us the floors needed to be sanded to avoid the problems. The only thing the installers fixed were two holes they made in our walls while they were working on the floor. On days installers said they would come to our home, they had to cancel because they didn't have enough materials. Moving furniture in and out of the bedroom is very difficult for my wife and I. I am in a wheelchair and my wife is cancer. We paid a lot of money for a new oak floor and it still has not been done correctly.

  Business response

  03/22/2024

  We appreciate the customer contacting us regarding their concerns.
  The local office has spoken with the customer and explained that there are no install or product defects with the flooring, and what the customer is referring to are characteristic of the contracted for product. 
  We appreciate the opportunity to address the customers concerns and thank them for their feedback. 

  Customer response

  03/28/2024

   
  Complaint: 21413532
  
  I am rejecting this response because:
  see attachment
  Sincerely,
  
  ***********************

  Business response

  04/03/2024

  We have reached out to the customer to discuss the newly reported concern for the flooring height and have not yet spoken to them. 

  We previously explained to the customer that they are responsible for any adjustments for the door/door jambs that *** be needed after the flooring is installed. 

  Again we thank the customer for their feedback and look forward to reaching an amicable resolution. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Was told work would be done 2/17/24 received numerous emails stating. The day of job was canceled, no supplies. Job rescheduled company asked for payment before job started I said Id pay when services rendered isnt that as should be. They refused to do job. I asked for my deposit refunded to me which they have refused to refund. Im not clear on why they they shouldnt return it. If nothing they should do it in good faith I am a senior citizen I live on what I live on and losing $2000 really doesnt help me at all. Ive been a customer of theirs at least three times and I cant imagine how for any reason they would treat me like this keeping my money keeping an old ladies money asking for the money upfront before the work is done how utterly ridiculous. I would like my money back. I do honestly feel that they were in the wrong. I think their company is unprofessional they have people that dont speak English therefore you cant communicate with them and I want my money back I want my $2121 back I think that is very fair they wasted my time. I just dont understand why I wouldnt get a refund. I just cant imagine is that how they make their money off people by just keeping their deposits Im so so very disappointed and Im disappointed that they did this to a person that has used their service more than once twice three times.

  Business response

  03/12/2024

   

  We appreciate the customer contacting us regarding their concerns.

  The customer has been refunded the full amount of the deposit to the original payment method.

  Customer response

  03/14/2024

   
  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,
  
  ***************************

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contract signed 12/28/23 to install *** in our basement. We had asbestos tiling which was removed and the concrete that was left behind was chipped and not smooth.The estimator said that with doing a glue down *** they can use extra glue to build up the imperfections and there were only a few places that needed to have self leveling cement put down so the *** would lay properly. When the crew came to install today, 3/2/24, they informed us the ENTIRE 500 sqft needed to be leveled. The crew only came with a gallon of leveler because they too were told it was just a few places despite the estimator seeing first hand the condition of the floors and not properly communicating the scope. The condition of our floors didnt change between December to now. The crew called their office who then told them to leave and go to ********** to get more leveler.They said their office would call us with a price. The crew was gone for 2 hours and then returned and the office didnt call at any point while they were gone. We told them we didnt want them doing any work without hearing from the office as to what they would charge us. The crew left and the office then called us 2 hours later at 1230 saying it was upwards of $600+ to add the leveler to the entire 500 sqft. We have had the same leveling material they would have gotten from ********** put down in another part of our basement by another contractor and it has cracked and broken and weve had to get that replaced with a commercial grade material. Why would we even agree to have the crew rush to ********** to buy their leveler when we know for a fact it will just crack and damage the glue down flooring **** was going to install? We told them that we wanted to cancel our contract and the manager, ***** in their corporate office, was unprofessional and disrespectful. He said he would cancel our order but wouldnt refund the deposit. We simply want our deposit back so we can hire another company to properly install our flooring.

  Business response

  03/05/2024

  We appreciate the customer contacting us regarding their concerns.

  The local customer service manager contacted the customer and advised the deposit from the *** order was transferred to the carpet order.

  The *** could not be installed correctly and was cancelled.

  The carpet order is scheduled for install on Saturday, March 16, 2024.

  Customer response

  03/06/2024

   
  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,
  
  ***************************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Luna flooring in June 2023 to install hardwood flooring in our bedrooms and carpet on our stairs and second floor landing. September 2023 we had fraying and install issues that warranted **** to come out and make a repair on a small area on our landing and two stair treads. They had a site visit and were able to repair Syd issues at that site visit. I signed off that the repair was done as there was no visual fraying anymore in the carpet. However, in December 2023, we started noticing the same area was having issues with fraying and the carpet coming up. we called **** again who sent someone out to do a site visit. That person told me that I was going to have issues due to the fact that they do not have this type of carpet on hand. He also said that when they did the initial site visit in September, that they just cut the strings and stretched the carpet a bit to alleviate the issues we were having. Obviously due to that we now have a half dollar sized hole on the top of our stair but we also have frying on the top tread of the stairs. Its almost impossible to vacuum over due to the strings and the hole. I have called customer service and spoke with a woman named ***** who told me it was going to be $450 to make the repair on the repair. I explained to her that this was unacceptable to me due to the fact that they have already repaired it once with no fee of which they made me sign off that it was complete. However, due to the fact that I didnt stand over them while they were making the repair , I wasnt sure what they did to correct it. I now know that they just trimmed the frying so they didnt have to come back out to my house. **** at **** customer service suggested that I use our **** service plan and file a claim and put it in their hands, instead of just coming out and fixing the issue, of which is worse due to the first repair not being done correctly. The purpose of me filing a Better Business Bureau complaint as I saw others have as well.

  Business response

  02/12/2024

  We appreciate the customer contacting us regarding their concerns.

  The service for the hallway replacement was completed to the customer's satisfaction today, February 12, **** under the extended service plan.

  Customer response

  02/15/2024

   
  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,
  
  *********************

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The installation took over in July 19, 2023 but the job was not well done. The installation wanted everything done in one day but I can't move all of the furniture of the house in one day, I thought they were doing the job by parts not the whole entire thing in 24h. When they put the floor it wasn't level but also they put the floor laminated but we didn't wanted the floor laminated I asked for wood flooring. I called them for more than seven months to asked when were they coming back to finish the job to replace the flooring to the material we wanted, but they wanted me to pay extra when it was already paid. Contract number 0LCTAC4071 I want my refund or to have them correct the mistake because the floor looks cheap.

  Business response

  02/16/2024

  We appreciate the customer contacting us regarding their concerns.
  We have spoken to the customer and come to agreement on a fair and reasonable accommodation which will be refunded to the original payment method.
  We apologize for any inconvenience and thank the customer for the opportunity to address their concerns. 

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed a contract on October 24, 2023 with **** for carpeting to be installed "tackless loop". Installers arrived the next day and told me they had orders to do the install as padded and glued, which is completely different. I called the sales rep immediately. He said that padded was a better way to go and that if it were his business, he would go with the padded. He had been on premise the previous day and didn't suggest padded at that time. With his advising me to let the installers do the install the way they were prepared to do it, I gave them the okay. AFTER the installers completed the installation they pointed out to me that the metal and glass door will not close because of the height of the carpet. I fully believe that the reason the sale rep didn't suggest padded when he was on-premise is that he could see there wasn't enough clearance under the door. After I realized how expensive it would be for me to rectify the situation, I emailed **** about the issue. I did not hear anything for about a month. Sent a second email on November 9. Two weeks later I received a call from a customer service person about my complaint and was told there was nothing they could do. I protested and she put me on hold to get a supervisor. When she returned I was told the supervisor would call me back. I have to this date never received a call. I believe that when ******* heard that the installers were not prepared to do the tackless installation, he opted to advise me to let them do the padded install without even considering how it would or would not fit. I would like **** to either send someone to make the door fit so it can close or give me a refund for the amount necessary for me to hire someone to do that job.

  Business response

  02/09/2024

  We appreciate the customer contacting us regarding their concerns.

  The customer contracted to have carpet installed with padding.The installation was completed as contracted for and the customer is responsible for any adjustments that *** be needed for the door post-install.

  We thank the customer for their feedback. 

  Customer response

  02/12/2024

   
  Complaint: 21177723
  
  I am rejecting this response because: I wrote to the representative as follows. 

  "You have a problem with the salesman who visited my business, measured, and told me Luna would install the carpet glued down -- exactly the same as the carpet that was removed. He was well aware that the previous carpet had been glued down. We talked about it a lot while standing in the room to be carpeted -- and looking at the bare concrete floor which still had plenty of evidence that the previous carpet was glued. Not once did he mention that skipping the padding would void the warranty. 
  
  I don't expect to have to do all of the measurements myself or to be the expert who should look to see if the product will actually work for the room, but clearly that's what *********;expects.  
  
  On your website it states, "We will visit your location, carefully assess the area, and take accurate measurements." A good carpet salesperson should consider that adding padding to a flooring that previously had none might impact the closing of the door, or at least he'd have spent 30 seconds looking to see if that would be the case. Clearly if we end up with an installation that prevents a door from closing, the salesperson didn't carefully assess the area. 
  
  When the installers arrived and told me that they had an order for padded and tackless I told them that was not what I had agreed to with the salesman. I called the salesman and he told me to let them do padded since the carpet would last longer.  Not one word from him about voiding the warranty without the padding. Again, I'm not the expert, so I went with his recommendation. 
  
  I was at my business just 50 feet away while the installation was done. The installers could have told me that the door would be a problem when they first discovered it -- but they didn't mention that until they were finished and showed me that the door won't close. Of course, by then, what are my choices? To have them remove the carpet?"

  -----------------------------

  The fact that I contacted the salesman to complain as soon as the installers informed me of the different type of installation than I had agreed to should be enough in my opinion for them to take responsibility. I'm sure the salesman knew he had screwed up and didn't want to correct the method of installation with the installers already at my business. Of course, his motivation is simply conjecture on my part. However, I am sure that, had he actually considered using padding when he and I were meeting in that room, he would have seen immediately that there was going to be a problem with the door and at the very least would have mentioned it to me. 
  
  Sincerely,
  
  *********************

  Business response

  02/20/2024

  The product was installed as contracted and the customer is responsible if any adjustments to the doors is needed after installation, so a fee applies for any service.  In an effort to fully address the concerns the local office has reached out to the customer to schedule an assessment, but have not yet spoken with the customer. 

  We look forward to speaking with the customer and thank them for their feedback. 

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid thousands of dollars for this installation over my existing wood/pine floor.The laminate planks were in my upper level single family home with matching shoe molding which I was told would last like wood. It has not. It peels, rubs off, chips easy and cannot get wet. They installed this paper shoe molding in 2 bathrooms, 3 bedrooms, living room and dining room and hall. It looks awful.The transition from kitchen to dining room is the same paper type composition, chipped and frayed.**** customer service said they would charge me $175 to come out and look at it when I told her I could forward her photos. Then she said its out of warranty and there would be a charge to change it out with wood or pine. I asked her to send me the options via email and she never did.Im seeking this paper shoe molding to be replaced because I was told it would last like wood. It hasnt lasted like wood at all. Had they been honest- I would have gotten wood to begin with.

  Business response

  02/06/2024

  We appreciate the customer contacting us regarding their concerns.

  The local customer service manager contacted the customer.  The customer agreed to a billable service.

  When the customer confirms a date for the service it shall be scheduled for completion.

*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. ↩