Luna Flooring's reply to:

Luna Flooring - Installation Review

Thank you for bringing this matter to our attention. We regret the issues that occurred during your installation, and we would like make things right for you and ensure that everything gets completed to your satisfaction. However, we cannot locate your account with the information posted here. Please email your contact information to care@luna.com, and we will follow up with you as soon as possible.
Thanks,
Luna Customer Support
ID
#512100 Review #512100 is a subjective opinion of poster.
Service
Luna Flooring Installation

Luna subcontractors came to our house for installation. after installing half the house with the laminate They realize that all the laminates are defected.

we've been left up in the air for past 3 days and They are not trying to resolve it fairly. they are offering the same product for next 10 days to arrive and only $300 discount. my son has an asthma and we can not live in this condition; house is filled with dust and splinter is everywhere for next 10 days. one of the managers agrees to upgrade at no extra charge but after today they called and they said you have to pay additional 1500 dollars if you want an upgrade.

the contractor left my house without cleaning, they even left a bottle of Their soda!!! I had to bring some of the ripped carpet back inside the house to cover the bear wooden filled with splinters floor and in this process I ripped my knee with nail that was cut out of the house!we are extremely angry and We will sue their *** ***.

Luna Flooring's reply to:

Using Subcontractors?

We’re disappointed that your installation was not able to be completed as scheduled. The installation experience you described is not what we expect for our customers, and we would like to know more about the situation. We realize that you’ve cancelled your order, but we would still like the opportunity to discuss your concerns with you. We cannot locate your account with the information here, but if your send your contact information to care@luna.com, we will follow up with you as soon as possible. Thank you. Luna Customer Support
ID
#510557 Review #510557 is a subjective opinion of poster.

At first the estimate reached almost $3,000.00 for 225 sq ft, They lowered it to almost $2,000.00 all because I like to bargain. Afterwards, I meet with the laborers, THEY WERE SUBCONTRACTORS.

They did not have the sufficient materials, my floor needed extra work the sales man did not quote, they subcontractors did not want to do the job obviously because they were going to be complaint. (Not their fault) and the worst thing, I had payed them in advance. How is it possible????!!!!!

I had to call for a refund. They determinately agreed to do the refund process because they didn't have any word to excuse themselves.

Very expensive and so much bad work.

Sorry, but I have to be fair and post for future customers to be aware.

Luna Flooring's reply to:

Warranty? More like a fairy tale!

We’ve read your review, and it’s disappointing that your product has not been meeting your expectations. We regret the delay in your repairs, and we would like to speak with you and learn more about the situation. Unfortunately, we are unable to locate your account with the information posted here. Please email your contact information to care@luna.com, and we will reach out to you as soon as possible. Thanks, Luna Customer Support
ID
#509987 Review #509987 is a subjective opinion of poster.
Service
Luna Flooring Installation
Loss
$500

We were looking for carpet for 3 bedrooms. Luna came to our home and did a free estimate. The price was more than what we were hoping to spend, but the salesman talked us into this carpet that was supposed to resist nearly all staining (claiming it had even been in a zoo hippo enclosure and came perfectly clean) and that the warranty was unbeatable. We were pretty impressed with the installation. It was quick and looked great. The problem came about 6 weeks later when we noticed black streaks on my daughter's carpet. These marks would not come out no matter what I tried. So I called Luna. It took them about 3 weeks to send someone out to look at the carpet. He checked it, stated he didnt know what it was and that they would cut out and replace the stained portion. We would hear back within 5 days.

Three weeks later, I finally call them. Several phone calls later, I am finally informed that yes, they can replace that portion, but it will cost me $125. I asked to speak to a manager who finally said that as a courtesy, they would fix this for me at no charge. However, she explained to me that in order to actually obtain warranty service in the future, if the stain is unknown, the customer is required to get a professional cleaning done, submit the bill to Luna, they would take photos and send to the manufacturer who would determine if it would be fixed under the warranty.

So in other words, if you know what the stain is, it will undoubtedly be on their list somewhere of things not covered. If you don't know what the stain is - in short of DNA testing - they will be unable to determine what it is and will therefore not be covered.

Anyway, now 2 months after making the initial call about the stain, they were scheduled to do the repair today. They woke me up at 6:30 AM after a late night of work to inform me they would arrive between 9am-11am, closer to 9 depending on traffic. So I get up, get ready, etc. At 9am, guess who calls? Yes, it's Luna. They are stating that they were not able to get the carpet and would not be able to get until the July 20-something. I am guessing at this point that the carpet is never going to be repaired.

We had originally planned on using Luna to recarpet more of the house next year. However, I will never use them again and I would not recommend them to anyone.

Luna Flooring's reply to:

Luna a no show/last minute cancellation

Hi Mike, we’ve read your review, and we regret that your installation was not completed as scheduled. We understand that this is a frustrating experience, and we never want our customers to be inconvenienced. We’d like to speak with you and help make things right, and we’ll be reaching out to you shortly to discuss the situation in more detail.
Thanks,
Luna Customer Support
ID
#509375 Review #509375 is a subjective opinion of poster.
Service
Luna Flooring Installation
Loss
$1000

DO NOT BOTHER WITH THIS B.S. COMPANY.

I told John Paul their downtown salesman that I would accept their deal only if they could install on Friday since I was leaving the country on Saturday. "No problem" said John Paul after checking with the office. I needed first a.m. delivery "no problem" said John Paul.

Any problems call me said John Paul. I get a robot call on Wednesday telling me how to prepare for my Friday install. I get a call from Robert the manager congratulating me on my Luna purchase and any problems call Luna. Well of course, there was a problem.

9am my entire bedroom is packed into my living room waiting for Luna and no Luna. 9:30 I call John Paul who says "he'll check the status of delivery". Of course, John Paul never calls back because he knows what's coming and he's too scared to call me back. 10:30 call John Paul, voicemail, no return call.

11am still no Luna and my high rise dock manager calls and says "where is Luna you only have the dock until 12". I call Robert the manager and he was about as useless as a manager could be. After promising to get to the bottom of it; Surprise!, no call back from Robert the "manager". 11:50 while I'm on hold with the Luna main number a woman from Luna calls me to tell me they are not coming to install my carpet today because they overbooked.

Yes, 10 minutes until their delivery window closes and they just figured out they are not coming. Apparently Luna doesn't know what is required to empty a room for flooring installation. What a pack of liars and cowards. Do not let these people into your home.

Their prices are only barely better than others and that's WITH their 70% off BS. Wasted hours and hours of my time and energy.

Luna Flooring's reply to:

Review from Chicago Ridge, Illinois

Thank you for bringing your concerns to our attention. It’s disappointing that you have been experiencing issues with your product, and we would like to know more about the situation. Please email your contact information to care@luna.com, and we will reach out to you as soon as possible.
Thank you,
Luna Customer Support
ID
#508920 Review #508920 is a subjective opinion of poster.

I had carpet installed by luna. They have been out 4 or 5 times to repair unraveling carpet.

Finally they have a "more experienced" repair guy come. He said the first installers did it wrong and he would have to come back and fix it. After over a minth Luna called to schedule the 6th appt. He never showed the first time and the second time he came in and fixed what was supposedly the issue and left all the garbage in the middle of my kitchen floor.

All the scrap metal...padding...nails...wood.

I am pissed about this! Never again with luna!!!

Luna Flooring's reply to:

Luna scheduled a free home review in an area they do not service

Thank you for bringing this situation to our attention. We do not service Tampa, and we regret the error that occurred in allowing you to schedule an appointment. We know that this is an inconvenience, and we’d like to know more about what happened so that we can appropriately address the situation. Please email your contact information to care@luna.com, and we will reach out to you as soon as possible.
Thank you,
Luna Customer Support
ID
#508844 Review #508844 is a subjective opinion of poster.

We purchased a townhome in Tampa and I called several companies to come out and give us quotes to replace the flooring in the living and dining rooms. Scheduled the appointment online giving them my zip code. They listed the dates and times available for a representative to meet me at the townhouse in Tampa. The day before I received a confirming email.

When they failed to show during the appointed time window I called the 800 number and was put on hold several times. Finally I was told I would be transferred to the local representative. The woman who came onto the phone told me that the closest location was in Maryland! When I asked her how they accepted the appointment with my zipcode she did not know nor did she even apologize.

I then registered a complaint with the company to which I have never received the courtesy of a response, it was over a month ago. As I recounted the story online I actually was able to go in and schedule another appointment in Tampa. Either Luna does service Tampa (as the web site would lead one to believe) or they don't as the "local" woman repeatedly told me.

Bottom-line was I wasted several hours waiting around for a no show Luna rep. Reading the complaints here, I guess I got off easy!

Luna Flooring's reply to:

Luna Flooring - Board Replacement Review from Chicago, Illinois

We’d like to know more about your concerns with the warranty and cost of repairs, but we are not able to locate your account with the information posted here. If you email your contact information to care@luna.com, we will follow up with you to discuss the situation in more detail.
Thank you,
Luna Customer Support
ID
#504936 Review #504936 is a subjective opinion of poster.

Warranty that's covered at 100% first two years hahaha. They lie.

It'll cost 1200 bucks to replace 5 boards. That's half what I paid.

They don't honor their so called warranties. Luna is a joke.

Luna Flooring's reply to:

Luna Flooring - Horrible Customer Service Review from Georgetown Township, Michigan

Thank you for making us aware of your concerns. We never want our customers to be disappointed in our service, and we regret any inconvenience that occurred due to your missed appointment. We would like the opportunity to make this a positive experience for you, but we are not able to locate your account with the information posted here. Please email your contact info to care@luna.com, and we will reach out to you as soon as possible.
Thank you,
Luna Customer Support
ID
#503763 Review #503763 is a subjective opinion of poster.

Would never use luna again!!! Horrible customer service and then are no shows!!!!

Luna Flooring's reply to:

Luna Flooring - Bad Service Review from Cicero, Illinois

It was disappointing to read your review, and we’d like to know more about your concerns. We cannot locate your account with the information posted here, but if you email your information to care@luna.com, we will follow up with you as soon as possible. Thank you. Luna Customer Support
ID
#500618 Review #500618 is a subjective opinion of poster.

Would never recommend Luna for any services. No coordination.

The sales are just new ways of fleecing customers. Total waste of time.

Luna Flooring's reply to:

Schedule work cancelled at last minute!!!!!!

We regret that your installation was not completed as initially scheduled, and we understand your frustration. We’d like to know more about what happened and ensure that everything is being completed to your satisfaction, but we are not able to locate your account with the information in your post. Please email your contact information to care@luna.com, and we will reach out to you.
Thank you,
Luna Customer Support
ID
#497724 Review #497724 is a subjective opinion of poster.
Service
Luna Flooring Installation
Loss
$500

We had planned for hardwood flooring to be installed on two rooms as well as carpet to be replaced on our stairs. We had done all the necessary planning and scheduled Saturday to do the work.

We had been preparing the rooms all week to get the work done on Saturday. Finally Saturday arrives and rooms are all ready to have the hardware flooring installed. We even received two calls on Friday in preparation from Luna. We also receive calls on Saturday morning saying that the installers would be coming from 9:00 - 12:00pm but no one shows up.

We call Luna and they say that the installation has been cancelled with no explanation as to why.

We were very frustrated to say the least as we had to spend a lot of time to prepare for the event. Lesson's learned - be veryyyy careful when scheduling any work with Luna.

Luna Flooring's reply to:

No show for installation

Thank you for bringing your concerns to our attention. It’s disappointing that your installation was not completed as scheduled, and we understand your frustration. We never want our customers to be inconvenienced, and we would like to make things right for you. We are unable to locate your account with the information posted here, but if you send your information to care@luna.com, we will follow up with you as soon as possible to ensure everything is being completed to your satisfaction.
Thank you,
Luna Customer Support
ID
#497662 Review #497662 is a subjective opinion of poster.
Service
Luna Flooring Installation
Loss
$300

They confirmed and then no show..promised again and no show.

Supervisor was not responsive and will answer phone now..

Cost me $$ to have staff available and move furniture..

Do not use LUNA..

Should have read other reviews before calling company..

Why would they call to confirm and not show?? Then say they would be there and not show again and then the office staff said we were not on schedule??

Please avoid these people

I need 100 words, but there is nothing more to say..we lost time and $$ and they could care less..asking for a little response

Luna Flooring's reply to:

Worst flooring ever!!!! Worst customer service as well!!! At least than can honestly claim to be the best at being the WORST!!!

Thank you for making us aware of your concerns. It is disappointing that you have been experiencing ongoing issues with your product. Your experience is not what we expect for our customers, and we understand your frustration. We would like to speak with you about this situation and ensure that everything gets resolved to your satisfaction, but we are not able to locate your account with the information posted here. Please email your contact information to care@luna.com, and we will follow up with you as soon as possible.
Thank you,
Luna Customer Support
ID
#496715 Review #496715 is a subjective opinion of poster.
Loss
$3144

We had a laminate floor installed in 4/13 - since than the floor has bowed and separated a number of times - each time it takes at least 20 minutes on the phone to get a message so that someone can call me back in 3-5 business days - I usually have to call back a few times to get a call back. They come out - make repairs and tell us it will be fine now.

Next time either happens again same process same song and dance. I would stay away from this company. They are terrible from the get go!!!!!!!!!!

I called them again today - 18 minutes on hold this time to get the call back in 3-5 business days - we have had the floor repaired now:

May 2013

July 2013

Nov 2013

March 2014

June 2014 - want a new floor now - want to bet they won't stand by their product

Luna Flooring's reply to:

Installers broke our dresser

We were disappointed to read your review, but we’re glad that you brought these issues to our attention. We would like to know more about the issues that occurred during your installation and help make things right for you. We cannot locate your account with the information in your post, but if you email your contact information to care@luna.com, we will reach out to you as soon as possible.
Thank you,
Luna Customer Support
ID
#492518 Review #492518 is a subjective opinion of poster.
Loss
$500

First off, I love the floor and it was well installed, however, the installers were not careful with our furniture and as result, a $500 dresser we'd only had for a little over a year was completely destroyed. No offer was made to try fix or replace it.

As a result, we had to go out and buy a new (inferior) dresser. We paid a lot of money for this service and for this reason alone, I will not recommend Luna to anyone I know. Another less serious issue we had was scheduling. We were told it would be a 1 day job.

We scheduled it for May 22 and my husband took off work. We were both off on the 23rd and thought if it didn't get done on the 22nd they could finish on the 23rd before we left on our weekend camping trip. Wrong. They did not finish on the 22nd and because of another job could not finish on the 23rd.

Instead I had to *** on the 27th for them to finish. We were not happy about this at all.

Luna Flooring Installation Review

To make it short, I have paid in full for an installation that didn't happen. Now that I need to reach a representative to get a refund, no one is answering. Whoever would like to file a common lawsuit with me, please contact me at nenouch1@***.com. Thank you.
View full review
ID
#490045 Review #490045 is a subjective opinion of poster.
Location
Goddard, Maryland
Service
Luna Flooring Installation
Luna Flooring's reply to:

Luna Installed "DEFECTIVE" Padding in My Home...Will Not Refund My Money!

Hi Maria, we understand that we have been in contact with you about these issues and that we have suggested possible solutions. We are disappointed that we have not yet reached a resolution, and we would be happy to speak with you if you’d like to discuss the situation further.
Thank you,
Luna Customer Support
ID
#488401 Review #488401 is a subjective opinion of poster.
Loss
$2435

Paid Luna $2500 to carpet my upstairs. After 4 inspections, 2 re-installations,& hundreds of unreturned phone messages, even from so-called Management professionals, I am left with sub-standard, "defective" padding (per Luna) that squeaks & crunches with every step, loose floor boards, *** in my sub-floor, & very visible seams all over my upstairs.

This is a bait & switch company that engages in illegal & unethical business practices. A class action suit needs to begin to put these people out of business to protect unknowing consumers before they to loose their hard earned money as seem to have so far. This ordeal of mine has been going on since November 2013. 6 months later, 4 inspections later, 2 actual re-installation later (really 3 re-installations, but the 1st time their technicians came to my home Luna had not informed them the work to be completed, so naturally they were not prepared & didn't have the time to rip up all my carpet & lay down the new padding), they have finally agreed to upgrade my padding, re-install brand new carpet because they have ruined the carpet in the past 6 months, as well as fix the hole they put in floor.

I say "no way...no thanks!!!" I want all my money back plus damages. They are only willing to refund 40% & signed agreement to "void" the lifetime warrenty. The upgraded padding they are now offering is probably the padding I originally purchased but they switched it not once, not twice, but 3 times because this padding is still loud, noisy, aggravating & irritating as it was when the first was originally installed!!! So by Luna's standard, I still have "defective" padding.

According to their own Inspector, my floors have now been compromised due to all the re-installation activity, hammering & banging in the past 2 months, therefore not in my best interest to have any more work done for a while; yet some expert at the Luna Customer Realations Department thinks it's a good idea??? What a disconnect!!! Now I must live with this indefinitely...can't even have the hole in my floor repaired. As far as the warranty goes, hasn't worked out for me anyway.

Each time Luna has come into my home honoring the warranty (and oh...to get someone in your home for repair takes numerous calls & many weeks of frustration & waiting!!!), and then more damage is done. Here's the big riddle...why would Luna now be willing to upgrade my padding, replace my new carpet with newer carpet & fix the hole they put in my floor instead of just refunding my money with obvious damage? Wouldn't that seem more cost effective??? Something just is not right with this Company...very suspect!!!

Oh, last, in my last conversation when I told Luna I was not interested in Luna coming to my home doing any more work/damage because I have given them more than ample opportunity to fix the problems, only to have more problems in the end, instead, just give me my money back so I can hire a real reputable flooring company to repair & replace their damages, I was told I was just looking to get "FREE" carpet!!!

WOW!!!