Luna Flooring

Complaint: ***
I am
rejecting this response because:I do not believe them at all. I continue to get the run around from Luna Flooring. I do not understand why material is not being expedited. When I first hired Luna Flooring to install the flooring, the flooring was received and installed within weeks. I'm working on four months to get this damaged flooring replaced. I feel they've got my money, so they're in no big hurry to solve my problems. The floors are getting worse with every passing day. I can only imagine what the next excuse will be
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,
*** ***

Complaint: ***
I am rejecting this response because:
Update: I have an entire box of flooring left over from the initial installI proposed that Luna use this extra flooring to replace only the damaged piecesThey did not even respond
Donna ***

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

We appreciate the customer contacting us regarding their concernsWe have attempted to speak with the customer to discuss the warranty claim processOnce we are able to speak with the customer we will inform them of the manufacturer requirement for maintenance of the carpet. Once the
customer has been informed and completed the manufacturer required maintenance we will inspect the carpet to gather the required evidence to file a warranty claim on the customer’s behalfWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsPer the customer’s request, we have canceled the order and issued a full refund to the original method(s) of paymentWe look forward to working with the customer on future home improvement projects

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

Complaint: ***
I am rejecting this response because the carpet that was promised to be installed was not installed on August 8th 2016. There was NEVER a $accommodation received from LunaThe $accommodation does not resolve the issueCustomer still feels that she deserves the full $refundedAs Luna can not get their story straight as to why the customer was charge $and the installation had to be done times and still the customer did not receive the correct padding that was promisedThe customer is still unhappy will take every measure to make sure this does not occur to others
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/09/30) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer, and she is in the process of obtaining estimates for repairing the damagesOnce we receive the estimates, we will review and reimburse the
customer for the cost of repairsWe will also be inspecting the carpet at the customer's convenienceWe 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 incurredCarpet 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 satisfactionWe 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/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 itIn did not want thiss closed till everything is done***
-------------------------------------------------
11/7/info from consumer:
THEY DID NOT SETTLE WITH US SO HOW CAN YOU CLOSE THISI 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 checkWe appreciate the customer's feedback

Complaint: ***
I am rejecting this response because:
It does not help me and it is not provide the resolution requested Others have had their floor replaced without the complaint being as bad The last time they "tried to fix the floor" with glue and nails, we were told its probably a inferior productAgain, this process started in October of I talked to one manager but his manger has yet to call as promisedThe call I got from AJ seemed like a blow off I believed they just do not was the to do the right thing and I'll just give up This is not right. Sincerely,
Erika ***

We appreciate the customer contacting us regarding their concernsWe 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, We appreciate the customer’s feedback and look forward to amicably
resolving this matter

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 wallsOur flooring is not completely level even after being told by the sales person that leveling was included in the priceWe 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 mannerAs part of our request for resolution, we asked for compensationWe 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,
*** *** *** ***

My husband and I bought a house and it needed new carpet for the living and dining rooms, as well as the stairs We had different companies come and give us quotes The first was Luna The client representative was on time, pleasant, detail oriented He sold us on the carpet because, even though it wasn't able to be installed that week, he said they would price match any other offer I asked for a morning appointment, because I work in the evening He said they would try to accommodate this but no guarantees The other company came and gave us a lower quote on similar carpet, I called and they did in fact match the offer The day of installation came and I was called at 6:AM to let me know they'd be there between AM and PM PM came and no installer and no call, so I called them I was on hold for at least minutes, and was then told that they couldn't get a hold of my installer and that they actually had until PM to show up I asked what would happen if they didn't show and she informed me then they would reschedule me with a different installer, for a different day!!! This is not an appointment then, you can't just show up whenever it's convenient to you!!! They did come and install it that day and my husband said they vacuumed before they left I was picking staples up off the floor for over a week after that, so they didn't clean up nicely either! The color and feel of the carpet is nice and our client rep was nice and helpful, that's the only reason I give this business a instead of a

Complaint: ***
I am rejecting this response because:I have NOT scheduled a sample viewing for 2/19/18. I supposedly RESCHEDULED an install for that 2/19/because no one showed up OR contacted me to cancel the originally scheduled date of 2/5/Please note that on that date, I had cleared the area in anticipation of the installation. This preparation included the removal of wall fixtures and a wooden step as well as heavy furniture. Luna only became aware of this missed appointment when I contacted them as with all missed scheduled appointments (the total number was 4).While I appreciate the additional discounts, I am still disappointed that this has taken so long to resolve (my original request was in June, 2016, then again July 2017). I had hoped the company would refrain from charging me ANYTHING out of pure embarrassment of their lacking customer service.I will not accept a response from this company UNTIL my carpet is satisfactorily replaced and installed. I am expecting that to happen on 2/19/18. (Although since the company called to confirm an install on 2/12/18, I have my doubts!!!)
Sincerely,
Caren ***
Caren ***

We appreciate the customer contacting us regarding their concernsWe have spoken to the customer and scheduled repair of the laminate flooring under the labor warranty for July 6, We appreciate the customer’s feedback and look forward to amicably resolving this matter

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

We appreciate the customer contacting us regarding their concerns. The refund check was reissued on October 26, We notified the customer by voicemailPlease allow business days to be received

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,
*** ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and agreed to replace the carpet in the master bedroom for a small upgrade cost to the customerThe material was ordered on March 22, 2017. The replacement will be scheduled at the customer's convenience once material has been receivedWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: ***
I would like my complaint against this company to stand on your siteThey are not holding themselves accountable for their horrible customer serviceI had to call more than times on 3/and at one point I was on hold for minutes and the rep dropped my call and didn't bother to call me backThey cost me more than $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 upThen 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 LunaIn the future I'll go with a local/lesser known carpet company who will value a customer's business more.
Sincerely,
*** ***