Luna Flooring

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and we have agreed for our carpet field superintendent to inspect the installation and determine root cause of concern. We will review the inspection, communicate the findings to the customer, and...

take the next measures based on the results of the inspection findings. 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 cancelled the order per the customer’s request and refunded the deposit. We appreciate...

the customer’s feedback and consider this matter resolved.

We appreciate the customer contacting us regarding their concerns. We have spoken to the customer and scheduled replacement of the carpet for June 9, 2017. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

I was scheduled to get me carpet installed today. I removed the old carpet and moved all the furniture myself. Luna gave me a three hour window for the time of arrival at my house. They arrived 18 minutes before time was up. I had my house ready for new carpet and everything was out of the way. The guys showed me the carpet to confirm that's what I had ordered and what they had was not what I had purchased. The carpet was very cheap and extremely thin. I told the guys I did not want them to install that because its not what I had ordered. I then got on the phone with Luna customer service and told them what was going on and they didn't seem to care at all. They kept telling me that the carpet they had brought was what I ordered and all the paperwork matches. So that I must be wrong and probably don't remember what carpet I ordered. I was told that a manager would be calling me back soon and I still haven't heard back from them. I called again and asked to talk to a manager and I told him what was going on and he did not seem to care about the issue. All he kept saying was that if I want to cancel the order he can do it for me with no problem. I asked to speak with his boss and he just gave me her name and number then hung up. I still don't have my carpet installed, my house is a mess because I have furniture everywhere and Luna doesn't return my calls.
I called my salesman to see if maybe he could help me out and he said that he is only a salesman for Luna and he cant discuss any issues with me that I need to talk to a manager. Worst experience ever, I would NOT recommend this company to anyone. They're very unprofessional and only care about the customer before they make the purchase, after that they don't care.

BAIT & SWICTH!!

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, the order has been cancelled per the customer’s requested and a refund of their deposit has been processed. We appreciate the customer’s feedback and consider this matter resolved.

Luna has offered to replace the installed carpet on the stairs and vinyl flooring order at no charge as a courtesy.  We will also extend our “Luv your floor” guarantee to replace the laminate order for a nominal cost, with a comparable product. Should the customer choose an upgrade, the customer is responsible for the price difference for the material.

Complaint: [redacted]
I am rejecting this response because: this is only 1...

of the 3 issues that has been resolved.  I was given 3 claim numbers for 3 different issues.ISSUE #1: Property damage (this issue was the ONLY one that was resolved).  The installers broke my closet door, my tv stand, threw away my heater knob, mixed cement in my bathtub, broke a light bulb, and other minor things.ISSUE #2: Improper installation [Claim #: 1-[redacted] given to me on 2/20] [Claim #: 1-[redacted] given to me on 3/5 then again on 3/20]. They said they closed this case and reopened it.  Stating they called me on two separate occasions and mailed me letters and since I didn't respond to the phone calls I never received (I checked my call log, I do not have missed calls or voicemails) or letters that were not sent; they closed the case.  I asked to be emailed about the issue and the customer service woman read me my email they have on file and I still haven't been contacted.ISSUE #3: Bad Conduct of the Installers [Claim #: 1-[redacted]].  I have never been contacted in regard to this issue.  The installers were talking derogatory things about my partner in Spanish when I said in spanish that I understand spanish (Yo entiendo espanol), they stopped talking about us loudly.  There were issues with them sitting on my tv stand instead of the large sectional couch that was available to sit on, not cleaning up after themselves, and so on.I was told when I chose LUNA that their installers only worked for them, these installers were contracted out.  David [ID #7005] told me that he could get me a better deal on the flooring and installation by buying the flooring directly from LUNA and not being contracted by them to do they work and I could pay him directly.I expect to be contacted about issues #2 & #3.Thank you!
Sincerely,
Erin [redacted]

Scheduled an appointment and they never showed up. Called and was told I would receive a call back and never got a call back. Also called the next day to talk to a supervisor and was told that no supervisor was working at the time and that one would call me back and again never heard from anyone. Horrible business ethics and I would never recommend anyone to use them. I feel like sending them a bill for the 2 hours I waited for nothing.

We have spoken with the customer and agreed to remove his open balance in exchange for a signed agreement. We have received the signed agreement from the customer,and the customer’s balance has been removed from collections. We appreciate the customer allowing us to resolve his concerns amicably.

We appreciate the customer contacting us regarding their concerns.
face="Calibri" size="3">The local office contacted the customer and offered repair under the labor warranty.

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and the molding repair is scheduled for January 2, 2016. Per the results of the third party inspection, there are no defects with the carpet, but for customer satisfaction and good will, we offered to...

replace the carpet at a discounted cost. The customer declined this offer, but we remain willing to replace at the discounted cost. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Complaint: [redacted]
I am rejecting this response because: to accept the...

response we would ask that Luna would put something in writing on thier letterhead acknowledging that the Accomidation Letter they required was not considered nor needed for the refund requested, and releasing my wife from the conditions of that letter. Because we wanted our money back and the only way it sempt we could was to sign and return that letter they required, we'd like not only that letter we signed back but also an official release of their terms for the refund. We did receive an email confirming the Accomidation Letter my wife signed was not needed, however it already had been submitted for the refund. So a formal release from that letter and our signed Accomidation Letter back would be acceptable for an agreed closed Revdex.com complaint from us. Thank you 
Sincerely,
[redacted]

We appreciate the customer expressing their concerns. Luna and the customer have agreed to replace the flooring under the installation warranty.  The replacement is scheduled for April 7, 2016.

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and an assessment was done on December 23, 2015. We will follow up with the customer to review the results and possible solutions. 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 come to terms on a monetary accommodation that will be concluded once the final repairs have been conducted. The materials order have yet to be received, so once the material has been received in our warehouse we will complete the necessary repair at the customer convenience. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding his concerns. Mr. [redacted] will be submitting photos of the carpet issue this weekend. Luna will review pictures and determine the next steps to resolve the carpet issue. We anticipate the customer will be satisfied with the final resolution to the...

situation.

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  While I want this resolved and over with it is my hope that this business seriously examines their customer service policies and procedures.  Not only was I completely inconvenienced by their lack of the planning and product delivery, but I was treated poorly with no effort on their part to compensate me (not just monetarily, but communication and accommodation wise).  Outside of a couple of employees everyone pushed me to someone else and offered little to no resolution.  A minimum monetary compensation was offered but it surely did not cover the 2 1/2 extra days of work I had to miss.  Please do right by your customers, sometimes a little flexibility and kindness can be extremely profitable in the long run.  
Sincerely,
[redacted]

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and she has received her refund check. We appreciate the customer’s feedback and consider the matter resolved.

This refund check has been re-printed and will be sent via [redacted]. Tracking # [redacted]. We advised the customer of this by telephone today.

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered an additional refund. The customer will also submit estimates for the damages, and we will review for reimbursement. We appreciate the customer's feedback and look forward to amicably...

resolving this matter