Luna Flooring

I have had a horrible experience with Luna Flooring In my opinion, for the Revdex.com to continue to list them as a reputable business, questions the reliability of the Revdex.com
August 27th I had a sales person come to my home I picked out carpet, applied for financing, was approved for financing, and scheduled my installation date Per my sales person, Luna would email my association directly a copy of the insurance certificate This was finally resolved a few days later after about emails
Sept (Saturday of Labor Day Weekend) is my install date I was to receive a phone call by 8am telling my time slotI called at 9am since no one had called yet I was put on hold for minutes after which time I hung up I called back at 11:am and was told the installer was going to call me directly, a time couldn't be given as to what time the installer was going to call me I called back at 2pm at which time I was told I had been rescheduled to 9/ I was offered $off my order, I said no, I was offer $off my order or management would have to call me I was told the Retention Department would call me on Tuesday 9/ I received a call on Tuesday 9/and they offered to reduce the cost of my order from $to $and the install would be scheduled for 9/7, they would request first appointment of the day I paid someone to sit at my house all day, assuming they'd only have to be there until possibly noon if I was to be the first install I received a call at 6:am stating my time slot was 2pm-4pm At 5:I received a call stating the installer would be done with their current job in one hour, putting them at my house well after 7pm I live in a high rise, no work allowed after 5pm I left a voicemail for my contact in the Retention Department, I sent an email to the same person and that person's supervisor No response I called that person back again at 11am on 9/ They offered to reduce my price to $(employee pricing) and the install would be scheduled for 9/9, requesting first appointment to be sure there are no issues I received a call at 6:am on 9/9, my time slot would be 2pm to 4pm I reminded them I live in a high rise and all work must be completed by 5pm I received a call at 6:pm stating how sorry they are, they just found out the installer hadn't made it to my house, they would have upper management call me, I have received no call I understand it's the weekend, that shouldn't matter under these circumstances I had emailed the Retention Department at 4pm telling them no one had arrived and to cancel my order No response from them or from the sales person that sold me the job Since this was the third time, I couldn't pay another person to sit in my house all day, nor could I take off work, so this day, my cat was locked in a room for hours
I am obviously canceling my order I now have open credit with Luna Carpet that will NEVER get used In addition to all of my time wasted, the cost to have someone sit and wait for them, and locking my cat up, I now have to deal with canceling a credit card and hoping that it doesn't screw up my credit as ever check into your credit shows against it

The local office spoke to customer by telephone on February 6th. The minor scratches to the floor, installed in September 2016, appear to be post-installation and are not believed to be caused by the installers. We have offered to quote for repairs to the installed flooring, but the customer has refusedThe offer is still available should the customer reconsider

Installation was completed on October 4, We appreciate the customer's patience while this matter was resolved

We appreciate the customer contacting us regarding their concernsWe 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

We appreciate the customer contacting us regarding their concernsWe have reached an amicable resolution with the customer and replacement is scheduled for June 24,

We appreciate the customer contacting us regarding their concernsThe customer is approved for replacementThe 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

We appreciate the customer contacting us regarding their concerns
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Installation was completed on October 29th and November 1stWe have left messages for the customer offering an additional discount for the inconvenience

We appreciate the customer contacting us regarding their concerns.The local office has contacted the customer and offered full replacement under warranty. The product has seen order and we will update the customer once the product is available to schedule

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

Working with Luna has been a nightmare since last summerThe nightmare began with installation dates being moved back repeatedly which even caused us to have our furniture and belongings held in storage for a week by World Van Lines The installation team was not skillful and in addition to damage caused to my hearth, they reused old tack strip from and did not properly install the carpet to properly meet the other floor surface seamsI currently have defective carpet installed in one of the rooms in my homeI believe that Luna is slow to resolve the issue because they received payment in fullThe salesperson, Karen, tells me how busy she is with other customers (if I do reach her by phone) and I think to myself, "I am a customer too!" She made the sale and that's the focus, not customer service or satisfaction

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and offered a full replacement of the luxury vinyl tile flooring. We have an appointment on July 19, with the customer to show laminate flooring for the replacement at a deeply discounted
costOnce the customer has chosen a new laminate flooring style we will schedule replacement at a date of their choosingWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: ***
I am rejecting this response because: I have wasted hours with this company on the phoneI do not want to waste more of my time talking to someone on the phone AGAINI want to be refundedPERIOD
Sincerely,
*** ***

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

We appreciate the customer contacting us regarding their concerns.Per the customer’s request, we have canceled the orderThe full amount of the deposit payment is being refunded to the customer.We thank the customer for their feedback and look forward to working with them on future home
improvement projects

Complaint: ***
I am rejecting this response because the floor repairs were scheduled for September 8, The installation guys have not showed upIt is 5:22pm EST on September 8,
Sincerely,
*** **

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

Complaint: ***
I am rejecting this response because: Promised a $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,
*** ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and scheduled the completion of the repairs for November 29, We have also provided the customer the agreed monetary accommodation for the
underlayment not being installedWe appreciate the customer’s feedback and look forward to amicably resolving this matter

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

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