New Reviewer

Luna Flooring does not care after the check has cashed

We had Luna Flooring install carpet throughout our second floor. The crew, who spoke little to no English, did not let us inspect the work before they ran out the door. They simply left. We are not happy with our carpet. We do not think the carpet in the hallway matches the carpet in the bedroom. We contacted their customer service number and were told "that was normal". I told them I was not happy and insisted on having someone come out to look at it. I almost felt like I had to plead to get someone to look at our installation. Finally customer service agreed to send the installer back out the following Saturday. We were told they'd be here between 1 and 6 pm. At 7am that Saturday morning we were called and given our "confirmation call". By 7pm that night the installers still had not shown up. When I called customer service they were not open. I called on Monday morning and was told that the installer is supposed to call customer service if they cannot make it. So again, I scheduled ANOTHER time for the crew who barely spoke English to come out and understand my problem. Another Saturday, but this time I was PROMISED it would be between 9am and 11am. "PROMISED". We got our 7am confirmation call. And by 1055 I was so irritated that I called customer service. After a half hour of being put on hold and called back, they found out the installer went to their first job and simply did not come to our house. I asked customer service to send someone immediately and that I would never buy from Luna if I had known that after the check cashed no one would give a ***. Diane in customer service (the 5th person I had to tell my story to) again promised that this isn't how Luna does business. While you are on hold their recording tell you that "WE WORK FOR YOU". That's the biggest line of bull I've ever heard. We now have the "service manager" coming our in two more weeks to look at the carpet I'm not happy with. Funny how their sales people can get here NEXT DAY. But after you've had it put in and need help, they no longer come along. I will be contacting the BBB and the local television station if my problem is not resolved. I think that Luna needs to rethink who they have installing their floors. And how terrible their service is. I firmly believe that ONCE THE CHECK CASHES NO ONE GIVES A ***. I fear for our warranty. If I had a huge problem with something, what gives me any confidence they'll take care of it. I have no confidence in Luna as a provider, and consider this your warning. I also told this to Diane in customer service. She didn't seem to be worried. I am only one consumer and our bill is already paid. I also told her that I have friends who own homes and I will highly suggest they use ANYONE but Luna. And now that social media has taken over, I'm surprised they don't care what bad press they are receiving.
View full review
3 comments
#454500

Dear Customer,

Thank you for letting us know about your experience, I apologize that we did not meet your expectations...that is never our intention. My apologies for the delay in responding to your posting. If your installation issue has not already been resolved, please feel free to contact me directly at cmonroe@***.com. I will make sure I can get you to the correct person right away.

Sincerely, Chris

#446488

I agree. My next step is contacting the BBB.

I'm hoping we get somewhere before it comes to that. So I'll be contacting the BBB eventually I'm sure. I also have the local news channel that has an "on your side consumer" program. I'm hopeful that if it comes down to it - we'll see results.

That can't be good for their business. Having the entire Milwaukee area see how terrible their service and product is.

#446447

Why do you think the have 133 complaints already? They are making money subcontracting low paid hispanics.

You will be surprised.

Just go to their website and click on the bbb logo. I can not believe how the bbb is keeping them as A+ rate accredited business :( The bbb is not working at all.

View more comments (2)
ID
#303802 Review #303802 is a subjective opinion of poster.
Location
Milwaukee, Wisconsin
Service
Luna Flooring Installation
Loss
$3500
New Reviewer

STAY AWAY FROM LUNA!!!

After waiting for a month for the carpet to appear, the day of the installation, they called me to tell me the carpet was "defective". Then they said it would take 2 weeks for the carpet to be ordered. I told them to cancel the order. They called me and offered me a $500 discount and begged me to give them another chance. HUGE mistake! I had to choose a different carpet, they came a week later and installed it. When they left, the floors started to squeak! They not only damaged the floors, but the inspector came and said they just installed carpet, they don't fix floors. I said, I didn't expect you to fix the floors, but to let me know that something was wrong before you put the carpet on top. Now the investigations department has contacted me, only because I have called and emailed numberous times (they don't even have the decency to call you back to follow up) ad said that the installer did not hear any squeaking. Well, let me tell you that the installer was 400 lbs., if I can hear the squeak when I walk over (and I am 135 lbs.), then he can hear it! NEVER EVER buy carpet or anything from them again! TOTAL SCAM! Also, file complaints with the BBB, since the owner is related to the BBB, everyone should be aware of what a bad company they are!
View full review
1 comment
#421982

Dear Customer,Thank you for letting us know about your situation, I'm sorry to hear we did not meet your expectations. If this issue is not already resolved, feel free to reach out to me directly at cmonroe@***.com.

Please include your customer name and phone number so I can promptly look up your account.

I will get this to the right person once I receive your email. Thank you for your time and I hope I can help resolve your matter.Thanks, Chris

ID
#293929 Review #293929 is a subjective opinion of poster.
Location
Milwaukee, Wisconsin
Service
Luna Flooring Installation
New Reviewer

Pushy, insulting, *** of a salesman!!!

I will never EVER understand when a company offers in-home estimates how personally insulted the salespeople act when you refuse to be bullied into a contract right then and there! We had Bob (wish I could remember his last name) come out to our house, throw a few samples at us, quote us insanely overpriced prices, bash the competition, then get so offensive and downright angry with us when we didn't commit! He told us "you should've gotten other quotes first before wasting people's time" then stormed out without a thank you or a card. I was never so insulted in my life! I immediately called the customer service line to complain and basically told them I will never do business with Luna because of that *** and will encourage my friends to do the same. Terrible, terrible experience and I hope that *** gets what is coming to him.
View full review
3 comments
#521248

Sorry for your experience, Try Exposition Carpet & flooring on N. Broadway in Chicago.

My husband and daughter run it and are really experienced in the industry for 40 years. Good Luck

#445884

they are all like that, bunch of ***** they only care for the *** money. they sell over priced cheap *** carpet! I will never ever buy from them again people be warned!.

#393750

Thank you for taking the time to write about your experience. I am truly sorry our sales associate behaved in such a manner, this is not how Luna conducts business. We truly care about providing exceptional customer service and I would very much like the opportunity to earn back your business. If there is anything I can do to make you change your mind, please contact me directly anytime at conmore@***.com. Again, I apologize and appreciate your feedback.

Sincerely,

Chris

View more comments (2)
ID
#281926 Review #281926 is a subjective opinion of poster.
Location
Chicago, Illinois
New Reviewer

Luna carpet

Luna Flooring - Luna carpet
I absolutely hate Luna, they took advantage of me and my blind mother. The sales rep was rude and talked over my mom. He showed us the only floor sample he had with him and promised it wasn't commercial carpeting. Turned out it was. Then they didn't have the original carpet I chose and said they had one that looked just like it, it was light colored gray that was no way near what I originally picked out. It has been a year that it has been installed and cleaned 2 x and the carpet lost its shape its flat and feels awful. I have a 5 month old which is. the reason we got new carpet for the baby. Now I don't even let him on it. they also didn't even install. the carpet padding they originally promised. The previous carpet we had for ten years looked better. Don't buy from them, they lost their value for customers and only care for the money. I got carpet for the buy one room and the second room free with cheap carpet for over a grand I rather carpet my floor with cardboard then buy from them. True the buy one get the second room half off is a scam. I will surely look around before buying.
View full review
6 comments
#790208

Luna will be hearing from BBB very soon I want a full refund I have to pay for all new trim and a painter and have empire come out and wripped this very thin cheap carpet out and now at 79 years old I have to move everything again for new carpet from empire luna will not get away with this plus I hired an attorney they need to be put out of business and I won't stop till they are

#790206

Luna is the worst and they lie when they show samples they are not what they install

#399039

Go to the BBB, and get their rating where it should be!!

#790204
@PissedConsumer399039

A complaint has been filed with the Better Business Bureau for Teresa Kukosh I am definitely going to take them down sue them

#386994

Dear Luna Customer,

I'm so sorry to hear this, our goal is to provide each and every customer with the best service and value, I apologize you didn't experience this. Thank you for letting us know, we truly appreciate all customer feedback. I would like to help in any way I can, if you could email me at cmonroe@***.com with your account name and info, I will look into this right away! Thank you for our time.

-Chris

#386622

The above picture is a diff from what the carpet looked like and how it is now.

View more comments (5)
ID
#279637 Review #279637 is a subjective opinion of poster.
Location
Chicago, Illinois
New Reviewer

Luna Carpet Customer service is AWFUL!

Financing the carpet was a joke, I ended up finding my own financing after dealing with them for 3 weeks. After this whole mess, I'm told the carpet color we chose is unavailable. So in order to get carpeting put on my floors I had to switch colors. Don't even get me started about my hardwood stairs! I still have a part of my floor that is the subfloor. They were unwilling to work out a fair deal. One department never seemed to know what the other was doing. The whole experience was miserable. I will continue spreading my unhappy views for as long as I can!
View full review
2 comments
#399042

Call the BBB, or why dont all of you people call the local news stations and reveal Luna's scams. Hopefully you weren't a Margin A customer. That means you were ripped off really bad

#386370

Dear Janamad,

Thank you for taking the time to let us know, I'm so sorry you experienced these frustrations. Please email me at cmonroe@***.com with your account name, info and the details described above. I will get you to the right person as quickly as possible to see if I can help make this right for you. Thank you for your time.

Sincerely, Chris

View more comments (1)
ID
#279400 Review #279400 is a subjective opinion of poster.
Location
Ingleside, Illinois

Luna flooring poor service from sales to installation

If you have a choice, do not use Luna Flooring to install laminate floors for you. There service is poor from there high pressured sales people who know nothing about what work actually gets done by installers, and there installers who run out of supplies, leave you house a total mess when they leave. The installers had to come back 4 times to our home to complete the job. Left nails sticking out, transitions unfinished and we sat with this for 3 weeks. They finally got the job done lets hope the product holds up like they say it will.
View full review
2 comments
#399043

Call the BBB, If you need a 3rd party inspection for an improper install call us.

#374237

Dear Valued Customer,I'm so sorry to read your review, thank you for making us aware of this! I would like to look into this right away for you, if you would be so kind to email me with your account info, I would like to see what I can do to help.

My email is cmonroe@***.com. My sincerest apologies for your frustrations.Thank you, Chris

View more comments (1)
ID
#274096 Review #274096 is a subjective opinion of poster.
Location
Geneva, Illinois
New Reviewer

Pushy, Lying, Thieves! Do NOT ever use Luna!

Is it possible to give negative stars because they aren't even worthy of one?! DO NOT EVER use these scam artists! I called for a "free in-home estimate" and was greeted with the pushiest salesman I have ever met, Jesse Funk. He told me at the end that I was required to give him a $60 deposit, and sign an "estimate" so that IF I moved forward with them he wouldn't have to come back out to the house. When I asked him what the cancellation policy was he stated that I could cancel at any time, and they would send my money back. I also told him multiple times that I didn't want to be locked into anything b/c I wasn't sure of my decision yet. He assured me that I was only signing an estimate, and again, could cancel any time. NOT ONCE did he ever tell me that I had to cancel, in writing, within 3 days. He knew that I was getting another estimate the following week, after the 3 day time period, and still failed to ever say a word to me, even when I specifically asked what the cancellation policy was. I cancelled a week and a half later, and have been fighting with them ever since to get my $60 back. Senior project manager, Kate Zilke, called me back after sending an e-mail expressing my dissatisfaction, and all she did was argue with me, over $60 - worst customer service I have ever received. LYING, STEALING THIEFS!!! Expensive lesson learned on my part to read the extremely tiny print on the bottom of the page, and NEVER trust a Luna salesperson. They have lost my business, and any future business of my friends, and family, over $60. DO NOT ever call Luna!!!
View full review
5 comments
#1011153

Almost happened to us, same thing.. guy named Rick, super pushy $250 deposit "you can cancel anytime".

We read the contract you have 3 days to cancel by TELEGRAPH! by freaking TELEGRAPH! or direct mail...

or not only lose deposit but be charged 15% PROJECT COST

Jerry. Roselle, IL.

#546788

I am dealing with the same problem right now! Kate Zilke is the worst representative I have ever spoken to.

She is rude, would not let me speak and a liar. DO NOT TRUST LUNA!

THEY WILL SCAM YOU. I signed a contract with them and the day of the intallation they asked for $ 4, 300 extra to start the job or else they would cancel.

#399047

Call the BBB,if you need assistance call us.

#367946

Thank you for letting us know about your experience with our sales staff and customer service staff, we are so sorry that the correct information wasn't relayed to you, that is of course against company policy and is why we are so grateful for customer feedback like yours, we value our customers and take pride in our service, I apologize you didn't experience this.

Please email me directly with your name and account info and I will make sure someone contacts you, cmonroe@***.com. I am here to help and I sincerely apologize.

-Chris

#367545

that Kate Zilke is the most unprofessional person I ever dealt with in my life. She's a bad representative of not that company but any company in my opinion.

I had the same exact experience the other day with her.

The only difference is I'm $2,300 in the hole as a result. They should be ashamed of themselves for treating customers this way.

View more comments (4)
ID
#272067 Review #272067 is a subjective opinion of poster.
Location
Washington, District Of Columbia
New Reviewer

Luna not being upfront with laminate options

Luna In home consultation was a joke. I'm livid because I just found out now through Luna that what's offered during in home are not the same nor affiliated with the showroom offerings. I dont get this at all nor is this stated anywhere on their website. Then the website shows how you get to choose from over 100 products through in home, but all we were shown were one sample of a cherry type laminate. This gave me the impression that this was all that was available through Luna. So as a results I felt that Luna was not upfront from the beginning and clear as to what options are available through in home vs. showroom which would have helped me make a better informed decision during that time. As a result, I felt this was a wasted $2,300 that I'll never get back. Thanks Luna for your disservice! Do the right thing and listen to your customer.
View full review
1 comment
#399050

Call the BBB,if you need assistance call us

ID
#271821 Review #271821 is a subjective opinion of poster.
Location
Bolingbrook, Illinois

LUNA - WHAT A JOKE

IMO...Stay away from this company. If they were the last carpet company in the world I would sleep on a dirt floor before dealing with them again. Tell me one carpet and sell me another. Mr. Salesperson... Beaulieu is not owned by Shaw. No matter how many times you tell me they are not the same company... They aren't. Believe me.. Or just google it. Its called misrepresentation. Its like calling a ford a chevy. Gave them a second chance after being talked out of canceling the order. Only to be blamed for the missed appointment. Project Manager coming to see me.. If you're 3 hours late from the agreed upon time I have the right to assume the appointment was missed and go about my day. Again.. Never again in my life will I deal with Luna. Wasted my time. My wifes time. And to the guy Chris who comes on here to offer some spheel...Save it. I'm sharing my story with people who ask me.
View full review
3 comments
#452356

Chris, you are not helping anyone. All your doing is pr work from your laptop.

What a joke this company is, same with empire.

I would rather buy the carpet from home depot and grab a couple of illegals on the way out to do my install. Luna BLOWS!

#399051

Call the BBB,if you need assistance call us

#366753

Dear Consumer,

I realize that you asked me not to respond, but I had to see if there is anything I can do to help, it kills me to read this and not respond. Not only do I want to address these issues with my staff, I would love the chance to show you why we have an A+ customer service rating with the BBB, we care about each and every customer. I sincerely apologize you had to experience these frustrations, of course your time is valuable and we would never intentionally waste yours or your wifes time. If you would like to email me with your account info, I can look into this further and promise to do whatever I can, my email is cmonroe@***.com. Thank you for letting us know and again, I'm sorry. Customer feedback is the best way we can assure our staff is the best representation of the Luna brand, so we appreciate it.

Sincerely, Chris

View more comments (2)
ID
#271243 Review #271243 is a subjective opinion of poster.
Location
Cicero, Illinois
New Reviewer

Luna Carpet - Beware

I had Luna carpet out for a quote this week. The salesman was a high pressure "you must act now" kind of guy. The first price $4,600. Then he said he could do it for $3,600. I said I wanted to shop it but had guessed it would be around $2,500. Magically, he would do it for that. He wanted a deposit and said they would match a lower bid, if I could find one. I refused, stating i wanted to shop it first, and he ran out the door (literally). No card, no written quote, no literature. Home Depot/Lowes priced out at around $1,600 for similar carpet and installation. I guess Luna makes its money on the uninformed or easily pressured....BEWARE
View full review
3 comments
#399054

Call the BBB,if you need assistance call us

Isn't your owner on the board of the Chicago BBB?

#361211

Thank you for the warning....I had a scheduled appt. with them for an entire home of flooring.

I don't need any added stress about flooring; glad I came here! Thanks again for all the reviews.

#351939

Dear Customer,

Thank you for taking the time to let us know about your experience, we are truly sorry we did not meet your expecations. We take great pride in our A+ customer service rating with the BBB and we wish you could have experienced that level of service. We do have a low price guarantee, so if you did find a lower quote and liked the Luna carpet choice better, please email me and we can make sure to get you the carpet you want. We have highly trained, professional installers who do beautiful work and we of course will do what we can to earn back your business, we value each and every customer. I would also like to address this issue with your salesman, high pressure is not our business model. If you would be so kind to email me privately with the details about your experience along with the salesman's name, and if there is any way we can earn back your business, I can be reached at cmonroe@***.com anytime.

Sincerely, Chris

View more comments (2)
ID
#264976 Review #264976 is a subjective opinion of poster.
Location
Chicago, Illinois
Service
Luna Flooring Installation

They lie and say they will replace carpet but only after you agree in pay another $900.

Don't order carpet from LUNA. The sales man came to our home and told us that the carpet we want will cost us $8000 after 4 hrs in my home and us telling him we can afford it. He came down to $3800. We were worn out by then and didn't have much time to pick a carpet. The carpet was installed and I started crying. It looked cheap and was not of good quality. I called Luna to tell them my awful experience. They told me I could get it replaced for the cost of labor $575. Today I picked a new carpet that hopefully wont mate down in 30 days. I spoke to Art in customer service. Now it is going to cost us over $ 800 to get the new carpet installed. Luna will get you new carpet but trust me your paying over and beyond what you need to for carpet. I pray you don't go through what we have. We have many more floors that need to be replaced we plan on making a better choice. I am glad I'm a hairdresser I can get the word out quickly regarding LUNA'S LIES.
View full review
2 comments
#399056

Call the BBB,if you need assistance call us

Chris, educated consumers know your BBB rating is a hoax

#332281

Dear Valued Customer,

I am so sorry to hear about your frustrations and appreciate you taking the time to let us know about your experience. We truly care about each and every customer and are proud of our A+ customer service rating with the BBB, I'm sorry you didn't experience this. I would like to help, I just need more information regarding your name and account so I can look this up and see what we can d. Email me anytime at cmonroe@***.com. At Luna, we want all our customer experiences to be exceptional and for you to love your floors. I look forward to hearing from you and thank you again for your valued feedback.

Sincerely, Chris

View more comments (1)
ID
#256498 Review #256498 is a subjective opinion of poster.
Location
Waukegan, Illinois

Do not use Luna. They do not stand behind their product.

We had a quote from Luna for laminate flooring. The salesrep said the floor needed to be leveled. The installer refused to level the floor, saying it wasn't necessary. The floor is slanted. We were told specifically not to use water and we didn't. We should use a light spraying of a specific spray designed for laminate, which we did. Now the floor has bubbled in two places and is peeling on the edges of some of the boards. We took our complaint to a store and the salespeople said we did everything right. But the installer (the same guy) who came out to look at it said it was water damage and refused to replace it. Luna said they would do it for $ 291 more. And we didn't even get to mention the slanted floor. Don't patronize this company.
View full review
2 comments
#399058

Call the BBB,if you need assistance call us I can help with a 3rd party inspection

#329977

Dear Valued Customer,Thank you for letting us know about your laminate, I'm so sorry you are experiencing an issue with the product. We would like to see if there is anything we can do to help, if you would email me with your name and account information, I can look into this further, my email is cmonroe@***.com. I will do whatever I can to help and make sure you love your laminate floors.Sincerely, Chris

View more comments (1)
ID
#254865 Review #254865 is a subjective opinion of poster.
Location
Arlington Heights, Illinois

Bad News Company

I am reading all the complaints about this Company and they are telling my exact story! Time after time, all these complaints are the same! Bubbling of the laminate product within weeks of installation! This is my nightmare! We paid $2,000.00 for thee most inferior job and they are blaming us for moisture on the floor! Are you kidding me! It's a darn kitchen! You spill...you wipe up! Should that cause bubbling all over the kitchen? I don't think so......My plan is to expose them as much as possible to put an end to all of this misery! Do not buy from these people......don't even have them in your home....it's pathetic they are getting away with this....moda480@***.com
View full review
4 comments
#522982

I have never been more upset talking to customer service folks before-seriously! I was told it is very frustrating to listen to customers who are upset and unsatisfied!

WTF? really? that's your job. I would honestly not recommend them not only because of their non-existent customer service but horrible service as well.

Time after time we were delayed installation in our new apartment and we had to move in. The carpet techs showed up weeks later and I had to move boxes and furniture from one room to another to get the horrible quality carpet installed. On top of that the least they could've said was that they are sorry, which they didn't let alone compensation.

I was so unhappy would not recommend or ever use again. Not to mention there are nicer and cheaper companies out there.

#399060

Call the BBB,if you need assistance call us

#358603

Luna don't honor their warranty which we purchased with them. They send a tech to my house saying we had water damage to the floors that was never the case.

They made up a story/lie so they don't have to fixed our floors. This is the worst company. They shouldn't be in business.

Their the worst because I waited for them to return my call for over 3 weeks and when they did called it took about 2 more weeks before they send a tech to tell us we had water damage. Which was not the case again!

#324110

Dear Customer,

Thank you for letting us know about your new floors, I'm so sorry you are experiencing bubbling of your laminate. We take pride in the quality of our floors and selling you anything less would never be our intention. I would love to see what I can do to help with your situation and look into this further, feel free to email me anytime at cmonroe@***.com. I hope I can help, we truly want you to love your floors.

Sincerely, Chris

View more comments (3)
ID
#253019 Review #253019 is a subjective opinion of poster.
Location
Lynn, Massachusetts
Service
Luna Flooring Installation
Loss
$2
New Reviewer

LUNA CARPET LIES! STAY AWAY!

Luna Flooring - LUNA CARPET LIES! STAY AWAY!
Luna Flooring - LUNA CARPET LIES! STAY AWAY!
Luna Flooring - LUNA CARPET LIES! STAY AWAY!
THEY GET -5000 STARS! I thought I was getting a good deal from a good company when I chose Luna. I should have read the reviews here first. My installers for both my laminate flooring and carpeting were both nice and I thought they did a good job. After my installation is when the fun starts. First I found many carpet staples on my new flooring from the carpet they ripped out. I have 2 kids and a dog and this could be unsafe for them and for my new flooring. Second thing we found was carpet tacks sticking out on the stairs and other carpet areas, I mean enough to where you could really rip some skin on your feet or worse. Third and this is the winner! I was up-sold laminate flooring and was sold the 7mm floor. My wife, myself and mother asked the salesman twice about the durability of this floor when it came to a dog and kids. The main thing was my son and his toy matchbox cars. We asked if he could play with these on the floor and the salesman said YES. Well the second day of new floors my 3 year old dropped his toy car on the floor and guess what appears 2 scratches and gouges. Now I feel as if I am walking on egg shells, but I have a warranty right? NOW THE REALLY FUN PART! I called Luna Customer Service and was told by them that my warranty did not cover accidents. REALLY? I began to tell him about the sales pitch and how he told me this was durable and how this has now been proven to be a LIE. All the rep said over and over again was how it's not covered. I then explained the staples on the floor and the tacks coming out of the carpet and how this could be a huge issue and how if I or my kids got hurt on the tacks that I could SUE them. So, would you please fix the floor now, the rep SAID NO! I then emailed the executives on LUNA the whole story and within 5 min the same rep calls me back and will now do something for me. Well I was done with him, so I asked someone else to work with me. The next day I got a call from a " Sr. Project Manager" and I got to tell he the whole story again. She was very apologetic and offered to work with me, but really wanted to get the tacks in my stairs fixed... Of course since this is a liability for them. I said I would not let them do this until they fix the laminate issue. She then gives me some more lies and basically blames my kid for playing hard with his cars. She then asks if my wife and I liked the 10mm floor... I thought they might admit they sold us *** and were going to do the right thing and replace the floor with 10mm. She says she will call me back. 5 hours go by and she then calls me back. She says they will only come fix the floor for free or rip out the floors and put in carpet., BUT (HERE IS THE GOOD PART) not refund any of my money. So I paid 4000 for laminate and carpet, was quoted 2500 for total carpet, but now I am going to pay 4000 for all carpet. REALLY? So here is the lesson with LUNA. 1. The key scratch test the do on the sample.. A total LIE, I did the same test with the same type car key on some left over flooring and guess what???? IT SCRATCHES! 2. The sales pitch is a total lie. They make it sound as if you have this great 20 year warranty and that is something goes wrong it's covered, well they don't let you see the complete warranty until after you buy it, oh yeah and once you sign you can't cancel! Really.. The 20 year warranty only covers the product in full for like 3 years. The the % they cover is goes down by the years. Also the warranty COVERS NOTHING! Almost every reason you would call them they would blame water, accidents, or something that they don't cover. 3. Customer service is a joke. If they would have just said yes we will come fix it in the first place I might still be a happy customer, instead I got a 24 hour runaround circus to just be told they would come fix it. This company is the WORST I have ever dealt with. I was an honest customer and WAS HAPPY for about 24 hours. It took 20 min for the first Project Manager to lose me and the Sr. Project Manager was just as pitiful. When I told her I was going to contact the Better Business Bureau she almost sounded as if she did not care and dared me to. DO NOT BUY FROM THIS COMPANY EVER! THEY ARE CROOKS, USE BAIT AND SWITCH TACTICS, AND COULD CARE LESS ABOUT YOU ONCE THEY HAVE YOUR MONEY!
View full review
2 comments
#399061

Call the BBB,if you need assistance call us

#325814

Hi,

Thank you for taking the time to let us know on the various consumer sights, we have been in contact with you privately and care about your concerns.

We hope to find a resolution for you.

Sincerely, Chris

View more comments (1)
ID
#251777 Review #251777 is a subjective opinion of poster.
Location
Naperville, Illinois
Service
Luna Flooring Installation
New Reviewer

Luna carpet and flooring screwed us

Luna Carpet and Flooring put a lament floor in our home which started to buckle and was not put in properly. Luna determine that part of the damage was water damage not covered, naturally, by their water resistant warranty. They agreed to replace the floor for a flat $500.00. Two day prior to coming out they back out of this agreement and said it would now cost me over $1400.00 They went back on their word and the quality of their product. Never again will we use Luna, nor will we recommend them to any friends or relatives.
View full review
5 comments
#399063

Call the BBB,if you need assistance call us

#325816

Dear Customer,

Please feel free to contact me directly if we have not contacted you privately about this matter already, I really want to get this taken care of for you and come up with a solution.

My email is cmonroe@***.com.

Thank you,

Chris

#322530

Feel like a fool for trusting the salesman...really brings me down...what a fool....next time Ill do my homework...we are out 2,000.00 which we work very hard for....kitchen floor just bubbling away and not our fault.....

#322527

:( nightmare.... only word I can say...

Within 2 weeks of installation...this floor is bubbling....MY FAULT...MOISTURE...it's a darn kitchen! They need to go down!!!!!!

#258045

Dear Customer,

Thank you for taking the time to review our services. I am sincerely sorry Luna did not meet your expectations. We take pride in our customer service and it saddens me to hear about your experience. I would like to learn more and try to help in any way I can, please feel free to contact me anytime at cmonroe@***.com. We truly care about our customers and want each and every person to love their Luna floors.

I look forward to hearing from you.

-Chris

View more comments (4)
ID
#225541 Review #225541 is a subjective opinion of poster.
Location
Chicago, Illinois