Luna Flooring

We appreciate the customer contacting us regarding their concerns.The customer paid by credit card for the replacement in October 2016. The customer did not advise us that she wanted to put the charge on her [redacted] finance account, but rather presented her credit card at the time of...

replacement.We would be happy to charge the [redacted] account and credit the credit card with a customer signed [redacted] charge slip. We have attempted to reach the customer by telephone several times to discuss the offer, however the customer has not returned our messages.

We ordered flooring from Luna, and it was installed to our satisfaction. However, we financed the flooring for 12 months and, after about 10 months, they called us, wanting an extra $500, because they supposedly forgot to charge the deposit to our credit card.

I told them to produce paperwork to back up their claim, and they never did. Then they sent it to collection. I told them the same thing - show me paperwork. Collection agency hasn't bothered me in 4 months.

NOW, I just got cc'd into an email thread about another customer of theirs, who I have no connection to. They included a copy of the installation slip, which has the guy's birthyear and the last 4 digits of his social security number!

The flooring people were fine - but their financing people are totally clueless, and careless!

We appreciate the customer contacting us regarding their concerns. The customer service manager left a voicemail for the customer on Thursday September 22nd to schedule the needed repairs. [redacted] can be contacted directly at: [redacted]
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We appreciate the customer contacting us regarding their concerns. The local office spoke with the customer and they have declined the offered repairs to the subfloor and requested to cancel their order. We have canceled the order as requested and refunded their full deposit payment.

We appreciate the customer contacting us regarding their concerns. The local office spoke to the customer and agreed to a partial discount due to the delays. Again, we thank the customer for their feedback.

We appreciate the customer contacting us regarding their concerns. We have spoken to the customer. We have offered to replace the carpet on her stairs at no cost to the customer for customer satisfaction and goodwill. We will place an order to obtain the materials that needed. Once materials have...

been received we will schedule the repairs to be completed at the customer’s convenience.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

The local office contacted the customer by telephone and reached an agreement to resolve the customer’s concerns amicably.

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We appreciate the customer contacting us regarding their concerns. We have spoken with the customer.  We have sent a sample swatch of the carpet previously installed in 2016 to the manufacturer in an attempt to match with a carpet roll from their current inventory.  We cannot guarantee a...

100% match we are attempting to get a close to the color as possible for the new area to be installed. The installation will be scheduled at the customer's convenience once the manufacturer has matched the carpet and it has been received in our warehouse. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have provided a monetary accommodation to reimburse for damages. We appreciate the customer’s feedback and consider this matter...

resolved.

I had 2 bedrooms recarpeted. One had only a bed, small dresser and nightstand and the other an empty desk and cabinet. I closed the door to the master bedroom as I did not want anyone in there and that is where my family placed the items removed from the rooms to be carpeted. When I went into my master bedroom that evening, I was horrified that the installers left the desk drawers and other things from the rooms they carpeted in my master bedroom and had also inexplicably moved some of the furniture that had been in the master. The things they keft and items moved blocked access to the bathroom and closet. They had no reason nor right to go into the master, the 2 rooms they were working in had almost no furniture. They could have just moved from one room to the next. And I have no clue why they moved furniture in a room they were not to be in. I am so upset that I cannot do a proper inventory to see if anything is missing. I am an elderly woman and cannot move the furniture back, that was part of their job. I do not feel that Luna completed the work as contracted. I will now need to pay a handyman to move the items back where they were before Luna arrived. I will not use them for the rest of the house after this awful experience.

We appreciate the customer contacting us regarding their concerns. Unfortunately the hard surface flooring could not be installed due to structural defects. We have offered to replace the carpet that was damaged when the installation was attempted.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and completed services on September 13, 2017. We appreciate the customer’s feedback and consider this matter resolved.

We appreciate the customer contacting us regarding their flooring concerns. The  inspection results indicate that there are no installation or manufacturing defects. As such, we are not able to provide the requested refund. However, we are offering the customer a replacement at a discount rate...

of $500 with a signed Accommodation Agreement. We appreciate the customer's feedback and look forward to amicably resolving this matter.

Complaint: [redacted]
I am rejecting this response to ensure that my final comments are received:UPDATE TO 4/14 INSTALL COMPLAINTOn 4/16, two days after installers completed the installation of tack strips, I found items moved in my basement that the installers should not have had to move.  This was in a separate room where no work was contracted to be done.  After a review of my property, I found that my caulk gun was missing.  I assume that the installers saw my caulk gun and used in in place of their own. I also found my caulk gun and caulk in the trash.  After finding my caulk gun in the trash, I also found my dust pan and brush in the trash.  While that would not have bothered me too much, they were in the trash because the installers also used them and got liquid nails on them.  While the pan is still useable, the brush bristles are now full of glue and unusable.  Why would they need to use my property? And why would they not tell me that they ruined it instead of trying to cover it up by throwing it into the trash.  Maybe this is the reason that the same installer was mysteriously “unavailable” to do my install on 4/16. In my contract with Luna, it states that the work will be completed professionaly. Nothing about my experience with Luna has been professional.4/23/16Installer shows up and looks at basement. Shows me a piece of the carpet they brought. I told them that it looked right.  They asked about the “premium carpet pad with barrier on the top,” I said that should be right.  They asked about gold or silver transitions, because it was not on the work order, but they were sent with silver.  I pulled out a copy of my contract to show that we ordered gold transitions.  Installer stated that he would go get the gold instead of silver. To add to the umprofessionalism, while the lead installer left to get the gold transitions, the other two installers remained at my home to finish the work.  They finished what they could and because the lead installer took so long to return, two of the installers "hung out" in my basement watching what I believe to be a soccer game on one of their smart phones. They also seemed to find it acceptable to plug in and charge their phones while waiting.Installer then states that he needs COD and is to collect $1416.50.  I stated that that is incorrect because we were to receive money off due to continual issues with install. Price should be $1191.50.  The installer calls the company.  After a long hold, the installer is told there is no record of the discount.  I called the company.  Told the person on the phone about the above situation and she reviews the account notes.  I told her that it would likely be around 4/9-4/14 judging on install date and response through Revdex.com.  Rep gets back on the line and asks if we spoke with [redacted] or [redacted].  I stated that I believed it was a female, but was unsure.  Rep called [redacted].  Rep told me that [redacted] remembers the conversation but there is no note of monetary adjustment in the account files.The rep said that unless I had something written there was nothing they could do.  I told the rep that I was never offered anything in writing or a mechanism to request it.  I referenced the Revdex.com complaint to the rep and after multiple holds she gave me an email address to send the Revdex.com complaint letter to.  I was also told to have the installer take a picture of my screen and send it to the same person.  Emails were sent by myself and the installer.  The installer received a call and was told to charge me 1216.50.  Because I am sick of the run around from this company, I have agreed to pay this price and have the work completed.
Sincerely,
[redacted]

We contacted the customer and she stated she did not need any further assistance at this time

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and we will be conducting repairs at a discounted cost to the customer.  The services are scheduled for August 20, 2016. We appreciate the...

customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer. We have inspected the installation and discuss the customer expectations for the flooring installation. We are currently still in discussion on the agreement on how we will proceed. We appreciate the...

customer’s feedback and look forward to amicably resolving this matter.

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

The local office spoke with the customer and have scheduled repairs for November 3rd. We have also discounted the order for any...

inconvenience this may have caused.

Complaint: [redacted]
I am rejecting this response because:this company continues to provide lies and evading the concerns delineated in this complaint.  They did not make several attempts to contact me over the past couple days. They left me a single message yesterday afternoon and I retured the call this morning. I spoke with [redacted] who said he was manager of the national customer service department for approximate 25 minutes.  I again relayed the specific concerns and complaints that I have made through the Revdex.com. He said there was nothing that he could do to provide me with the answers that I was requesting.  I told him that unless he provided answers to my concerns as company would be left with an unresolved Revdex.com issue. That did not seem to concern him. 
Sincerely,
[redacted]