Luna Flooring

We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and advised that we have submitted a claim with the manufacturer and that it may take a few weeks to get a responseWe will follow up with the customer as soon as we receive any informationWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concerns We offered to repair the customer’s flooring for a nominal feeUnfortunately, there was a delay in replying back to the customer to schedule the repair and the customer declined to move forwardWe apologize for the inconvenience this caused

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. Sincerely, [redacted] ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and the installation was completed on May 21, We appreciate the customer’s feedback and consider this matter resolved

Complaint: [redacted] I am rejecting this response because: On 11/4/at about 12:PM a contractor of LUNA arrived at my residenceIt was not the original contractorHe inspected the unfinished stairway landing and I explained to him the problems I had with the inferior product LUNA had attempted to installHe brought in the new stair in a boxWhen he opened the box he discovered that the stair he was provided with by LUNA was damaged and that he could not install itThe contractor then spent about an hour on his cell phone (speaking with LUNA)As he came back into the house I was called by (David) from LUNADavid informed me that the material needed to complete the job was damaged but that I was in luck because he had new pieces in stock at the warehouseHe told me that the contractor could finish it today 11/4/or tomorrowI told him that I was here all day and that I would like to complete the job todayHe told me that would be good, that he would call the contractor to determine if he could do it todayIf not today, he would return tomorrow 11/5/David said that he would call me back to let me knowJust after we hung up I heard the contractors phone ringHe went outside to take itSeveral minutes later he returned and began collecting the inferior material to leaveI asked him if he would return today 11/4/He said noI asked if he would be returning tomorrowHe told me that he might, that he has other jobs to doHe told me that David would call and set it up.David did not call back.On 11/5/at about 7:30AM I called LUNA and spoke with (Juan)Juan informed me that the completion of my floor was not on the schedule for todayHe said that he would check into it and call me backJuan has not called back.I emailed Letha Holland, LUNA Customer Service Manager twice this morning and asked for helpAs I type this it is 3:30PM and I have had no response from LUNA Sincerely, Harold [redacted]

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 Sincerely, Gail [redacted]

We appreciate the customer contacting us regarding their concerns. The customer service manager spoke with the customer on Wednesday, September 28th regarding their difficulties reaching an associate due to long hold times. We have issued a discount for customer satisfaction and goodwill.... We thank the customer for their feedback.

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 Sincerely, [redacted]

We appreciate the customer contacting us regarding his concernsThe installation was completed on December 8, 2015, and we have followed up with the customer and left a message to confirm that he is satisfiedWe appreciate the customer’s feedback

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 concerns.We regret the customer is unhappy with the repairsWe have scheduled for an inspection on Thursday, January 19th to determine what is needed to finalize any needed repairs

We appreciate the customer contacting us regarding
their
concernsWe have spoken with the customer and come to terms on a monetary
accommodation. We appreciate the customer’s feedback and look forward to
amicably resolving this matter

We appreciate the customer contacting us regarding his concernsWe have been in contact with the customer, and he has sent us pictures of the issue, as well as a cleaning receiptWe will use this information to file a claim, and we will follow up with the customer when we have an updateWe
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 ONLY if the carpet is installed in a timely manner and ONLY if I can't see the seams after they install itI hope Luna will send qualified installers, with lots of experience to complete the job this timeI realize they have to order the carpet, and wait for it to come in, but I am not willing to wait another month
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and shipped them samples to view. Once the customer has chosen a carpet we will discuss the next stepsWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: ***
I am rejecting this response because: I was told check would be sent via *** ** by *** *** on Sept 23rd
I had asked for a date for which I should received check by and she told me that she would have to call me back with that dateIt is Sept 30th, I still have not received check or a call back from ***Attempted to contact *** Sept 29th but her voicemail box was full again, Left a message with someone in her department to call me back, still no returned callAttempted to contact again today, voicemail box fullSpoke with *** *** and was informed check was not *** **ed but sent via regular mail, and agreed I should have received by nowShe advised me to wait another day and if not delivered they would put a stop on that check and reissue another and send via *** **I do not believe anything verbally told to me by Luna Customer service at this point in timeMy next step will be to file a complain through the consumer protection bureau
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and the carpet installation is scheduled for January 20, We appreciate the customer’s feedback and look forward to amicably resolving this matter

Oct - Luna came to install floors, 1st day
Oct 7th - Luna came again to work on floors, left at 1pm and said they would be back to finish my small closets and trim on Saturday I asked why they were leaving so early and Fernando told me that there was no more room in the truck which I didn’t understand what that had to do with anything He said Carlos and Christien would be back but not him on Saturday
Oct - I was upset the crew leftI was walking on the floor and it sounded loud like there were pebbles or sand underneath I called John at Luna to ask why the crew left so early and to tell him about the noise of the floor He called Fernando and was told that Fernando didn’t feel well John told me he would come out on Saturday when the crew was here to hear the noise I told him Fernando said he wouldn’t be here and he said that wasn’t what he was told
Oct - The crew (with Fernando) came back and John showed up around 10:30am It was agreed the floors didn’t sound right The product states it doesn’t need an underlayment and it was decided that it did John made a call to someone and they said they would need to come back with the underlayment, pull up the floor, and reinstall Fernando told me that he made calls on the 6th asking about if it did because it didn’t sound right and was told the product didn’t need underlayment
Oct 21st - Fernando and crew came back to pull up the floors, put down underlayment, and reinstall The bedroom, living room and half of the hallway was completed when they left (again at 1pm) I noticed an area in the living room where there was a cracking noise and the floor was moving up and down when walked on
Oct 22nd - Fernando and crew showed up I pointed out the area (about feet by feet) to Fernando He told he he wasn’t going to fix the floor all the way to the area it started but would fix it closer to where they had left off the day before I didn’t think I heard him correctly and I refused to believe he would leave the floor that way They had an end table in the middle of the room telling me they glued down that area and to leave the table there for a few days They had finished around 1pm and I walked on the floor and at first appeared okay I had errands to run and when I came back later and I was walking around, it was very clear that floor was not at all fixed The floor buckled and crackled every time I stepped on the area I couldn’t believe it
Oct 23rd or 24th - I called John at Luna and to tell him about my floor He had me send him a video He agreed that the floor was not right and open up a ticket for Craig to assist at the warehouse He said if I hadn’t heard from Craig by the end of Wednesday, Oct 26th to call him
Oct 26th - I called Craig and spoke to him He said he would contact Fernando to find out why he hadn’t fixed the floor when I asked him to
Oct - Spoke with John who said Craig should have called me I called Craig and he said he thought Fernando told him everything had been worked out No one had called me so I don’t know how this could have been worked out I asked Craig what Fernando said about why he didn’t fix the floor but never received an answer I guess Fernando said he wanted to come back and fix it and I told Craig I no longer had any faith or trust in Fernando and would prefer not to have him come back He apologized for the miscommunication on their end and said he would calm back
Oct - I had to call Craig back again, no one called me He again told me Fernando wanted to come out and fix the floor and that no one else would be able to for over a week I was going on vacation Nov 2nd and wanted it done so I said fine but I didn’t want excuses or apologies from Fernando, I wanted him to fix the floor as quickly as possible and then go
Oct 30th - Fernando and crew came back out They glued down the part of the floor in question and put two end table and my cat tree in the middle of the room over it and told me to leave it there for a few days
Nov 14th - I was back from vacationing when I was walking around the house I noticed the same sound as I had in the beginning It sounded like pebbles or sand was underneath the floor in many of the areas My floor makes the noise when my 10lb cats walk over many of the spots I sent John another text video and called him at the store He was helping another customer at the time but called me back and left me a message that the floor did NOT sound right and that he had submitted another service order to Craig He told me if I didn’t hear from anyone to contact him on Nov 16th (he is off on Tuesday’s) He explained that the manufacturer would now have to send out and indecent contractor to inspect my floors before anything could be done
Nov 16th - I called John on Wednesday and he said he spoke with Patty from the service area and was told that the paperwork had started I explained to him that my house has been in chaos since Oct 6th I have everything boxed up and I cannot unpack anything until things get resolved I was supposed to have my place painted and have had to cancel and reschedule multiple times now When Fernando and crew found out when they first came that the place was going to be painted, they were not overly careful with the walls or trim I do not want to have the painters start only to be messed up and wrecked again when my floor is fixed I told him my dad is coming in three weeks as well as the holidays and I really need this resolved He told me to call the service area on Thursday
Nov 17th - I called and spoke with Craig around 10am He said he had just got in and would check on the status of my request and call me back I didn’t hear from him so I called him back around 3:00pm He said he would check again on the status of my paperwork which was on Joanne’s desk (she was off) and would call me right back He called me back and told me that Joanne would call me in the morning
Nov 18th - Joanne called me and asked me to send a video to her for the service request I explained to her that my phone was having issues sending photos let alone videos but I would try I tried both my phone and my computer and both said the message was too big to send I called her back crying because I am stressed and sick over this I left her a message telling her I could get either to send to her She called me back at 9:38am and left a message telling me that had contacted the manufacturer and they were going to have a conversation later that day She said maybe she could get him to come over or if he had an idea/solution of what was wrong maybe the store could get things fixed at his direction She told me she would keep me informedI called Joanne back at 3:as I had not heard back from her All she said was that I needed to send a picture I told her the picture would show nothing, the floor is making noises and she wouldn’t get that in a photo She said to send it anyway I finally got a photo to send to her and asked her to confirm with me that she got it I had to call her back again about a half hour later to make sure she received it as she had not let me know
The week of Nov 21st, I called multiple times for updates but now we were awaiting a manufacturer inspector to contact me
Nov 28th - I called Joanne again, she said she hadn’t heard back from the manufacturer inspector At this time, I asked for his number to speak to him myself I contacted Walter and he we set up a time for him to come out on Tuesday, Nov 29th
Nov 29th - Walter came to my house, he walked around a little and told me that the floors looked fine I told him I had no problems with the way the floors looked, it was how they sounded He took out a level and told me my floors weren’t even I would imagine they wouldn’t be as I live on the first floor of a condo complex from the 1960’s No prep work was done on my floors when this first started so I had been under the assumption that nothing further was needed He also mentioned that Luna didn’t use their underlayment product which also might be the issue Since the product didn’t call for underlayment at all, I thought this kind of odd
Nov 30th - I called Joanne I had family coming in and I still needed to have my house painted for the holidays and time was of the essence I was going to have the place painted but since Fernando and crew were not overly careful when they were here, I didn’t think it was a good idea Joanne said she hadn’t received the report yet
Dec 1st - I called Joanne again and she said the had received the report and had forwarded to Rob, the owner of the company She said nothing would be decided until the new year so told me to go forward with putting my home back in order and having things painted I had been keeping my family up to date and they asked me why it was going to take a month I told them I hadn’t asked
Dec 2nd - My dad called to find out why the month lag to find out about my floors Joanne told them that it had already been decided that they weren’t going to do anything for me She had just told me hours previously that a decision wouldn’t me made for a month I was getting the run around My father spoke with her at length and finally it was decided the owner himself would come out to hear my floors
Dec 3rd - Rob the owner came out, he said my floors looked fine I again reminded them that I loved the look of the floor, it was the sound He was racing through my little condo stomping in his stocking feet so that no one could hear anything but that He was very curt, he raised his voice to me, and he spoke down to me like I was an absolute it He was neither friendly nor courteous He already had his mind set before he even came out He could care less about my noisy floor, he had his sale
I spent $5,on a floor I now hate due to all the noises it makes Luna gave me a the run around multiple times It took visits to complete the work in a months span time while all the while my place was in boxes and the rest of my decorating was on hold They lied to me, misled me, and had absolutely no compassion for what they were putting me through I wasted multiple days off hanging around my house for them I am still beyond upset I tried to calm down before I submitted this and it just has me sick all over again Luna, or at least Rob’s stores, do not look out for the customer, they look out for themselves and the almighty dollar What a disappointment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThis is still pending Luna showing up and completing the repair on August 20th.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/01) */
We appreciate the customer contacting us regarding her concernsWe have been in contact with the customer and offered to complete the necessary repairs at no costThe customer accepted this offer, and the repairs are scheduled to be completed
on June 5, We appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Consumer Rebuttal /* (2000, 7, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A Luna Rep did call on 6/to confirm the timeThe repair tech arrived at my home at the agreed timeHe was there and repaired the carpetThe original repair tech that came to my home to measure and assess the damage was the same person that came out to repair my carpetUnfortunately b/c of his lack attitude and not inputing the information to Luna originally, he cost the company time and money and a returning customerI am happy to have this issue resolved but will be hesitant in the future to contact Luna for either an install or repair