Welcome to the Luna Flooring Community

We hired Empire 15 years ago and they did not do a great job. They installed my laminate flooring with a separation bar between the dining room and living room and it is a tripped hazard. They didn't even bother to level the floor. I should have paid more to get it done right but well, charge to experience.

15 years later, I hired Luna. They promised to level the floor. The installation day comes and surprise, they didn't have materials to level it! They will install it if I approved that there will be a gap between the floors and the doorway. The worst of all, I couldn't contact the agent who I talked with. It all go to voicemail and he never came back to me up to this day. I tried to contact the 1-800 but it's too hard to get to the proper agent that handle my account.

Initial price for the installation they quoted me for living room using LVP + 3 bedroom carpet is $4,400. I called them to changed the order from carpet to LVP and they quoted me $6,200. Then I contacted a private contractor from Thumbtack and they only charged me $1800 for the labor. I bought the materials for $1500. That's $2,900 difference.

I cancelled my Luna's installation through voice mail again because nobody is answering my call. And I am still waiting for the refund of my down payment.

Yup, they are the same company. I should have known. I will not hire them ever again.

Received msg that product did not arrive. House is packed up ready for install and pretty much unusable.

After reading reviews I see I should not have gone with Luna. Need resolution ASAP

Had laminated floors put down last year October 2017 floor separating, buckling separating. Instead of owning their ridiculous unprofessional work they make excuses and lie as to why it’s happening.

I DO NOT RECOMMEND THEM TO NO ONE WORST UNPROFESSIONAL SERVICE EVER to include the clueless *** supervisor Mrs Angela.

Rest assure I’m going to court on this one with pictures and all. No need to contact I’m tired of talking to a business that scam money.

This is the second time I've had to contact them about the bulking. This time they said I would have to pay $300.00 because I haven't had it professional cleaned.

My carpet is not dirty. I don't have a lot of traffic in my house and everyone who enters where the carpet is has to remove their shoes. Therefore it doesn't need cleaning. I probably would have it cleaned sometime in the near future but I need that bulking fixed.

Evidently the people laying the carpets don't know what they are doing. I don't think it's fair to charge me for a product that's on a lifetime warranty. l would rather have this carpet removed and buy new carpet before I give Luna a dime.

Very disappointed in them. Will never get my business again and I certainly will never recommend them to anyone.

Per my conversation with Luna, last Saturday May 28th, I have had many things go wrong with this installation. Let's begin with the carpet.

Wrong address coming late calling us early in the morning five times, still can't understand how to find my house. They also called my sister-in-law five times she has reported this to me. Very embarrassing. After showing up they were double-booked because the kitchen people to lay the plank came the same time that the carpet people came.

They were scheduled incorrectly. The people to do my kitchen could not work on it because of the carpet people laying the carpet. So they decided to hang around loitering in my house, walking up stairs in my bedrooms and down to my daughter's basement apartment for no reason, distracting and disturbing the carpet people. Then the carpet contractors were we're no longer paying attention and covered my vent with the rug and used excessive pieces cutting off and wasting carpet all the time I'm watching this.

They never returned to fix the problems they glued the linoleum floor to the edge of the rug and it had to be pulled apart and fixed. Now when the plank people return to do the kitchen 2 days later after not showing up the schedule day they came and use the wrong border. Extra large White excessive borders. They do not blend with the wall or the wood plank.

They're also cut incorrectly with putty squeezed in between, a total botched job. The pictures below show the wrong things first the second set of pictures are the right pictures from my school and other places how the Border should look. At this time my husband and I are at Liberty to go for what we need to do because the business that we were given after paying so much money was unacceptable. I will be making a formal complaint and at this time we would like these things to be fixed.

Because if I go to sell this house I cannot sell the house with these things and immaturely done. Also there are pieces of the plank coming up in the kitchen because it was laid over top of linoleum in some places and then other places the linoleum was removed. A total botched job.

Mrs. Bryan

One of the main reasons we chose Luna to install carpeting on the second floor of our home was the commitment to a quality installation and the lifetime warranty Luna said they had on workmanship. Several years after the installation we have a significant amount of bunching and need stretching of the carpet.

Our salesman specifically told us we would receive lifetime “stretching" at no cost if it was needed. I have been trying to get this done for over sixty days now.....they issued a service request number and the customer service department doesn't call back (says they leave messages but really don't) and that the local general manager needs to approve the request. When I follow up, I am told the local GM hasn't responded.

DO NOT BELIEVE THE WARRANTY CLAIM. They avoid after the sale support by deploying deceptive tactics to wear you down, I would NOT purchase from Luna again.

This entire company is a joke. I wish I would’ve read more reviews before making such a costly mistake. From the pushy salesman who initially came to my house for a quote and fed us a bunch of lies that we stupidly believed, to the multiple repairs and *** carpet Luna is the biggest mistake I’ve ever made. Never in a million years would I recommend this company, even to my worst enemy.

They did a terrible patch job the first time they repaired my carpet, and the second time they came out to repair the exact same spot, he asked ME how I wanted it repaired. Uhh...this is YOUR job. This was supposed to go to a “supervisor” to get figured out. So I had to explain to him how to repair the carpet. That is the second repair, in the exact same spot. There was also carpet that was unraveling enough to leave about an inch gap between my kitchen and dining room.

Customer service is truly awful, at best. If I ever spoke to customers that way at my job, I would certainly be fired.

Lies, lies, and more lies. Rude, condescending employees.

I deeply regret everything about this whole experience.

From the time the pushy salesperson ran 900 on my card versus the 100 we agreed upon to then having finance not only refund but run another 500. Yesterday was there low point.

Two people showed up who could not communicate then butchered my new trim and paint...4 feet up the walls. I sent 17 pictures could have sent 40. I have called 15 times since sent pictires and no call back 27 hours later. Cannot get any manager live.

They are running the biggest scam ever. Did you know luna and empire same company

March 31st,2018

It started with a pushy aggressive salesman named Brian, who at one point after telling him we only wanted an estimate that day because we had no idea what flooring for an entire home costs, told us that if we wanted to know that, we should have taken the measurements ourselves and gone to Home Depot. After further insults on our intelligence, he ended up writing up a deal that had us believing we were buying a 20 year warranted carpet that ended up being a cheaper 10 year warranted carpet. My wife and I both heard him say that, but he denies doing so and from all the non-existent action from Luna itself, is backing him up as well. When I called and asked him about what had happened, he was literally yelling at me, saying he wasn't going to discuss anything because I gave him a bad review.

It is my opinion that he knew exactly what he could get away with to make the sale, because he knows nothing will be done about it from this company.

If decide to use this company, PLEASE, ask for proof of the warranty before buying any product. They did not provide it to us until well after the 3 business day exemption of being able to cancel the deal, (which I certainly would have done had I read the 10 year warranty on it).

Also, if you buy kitchen flooring, ask if they will be able to match the quarter round to your current base board. After 2 or three trips, they provided something that is acceptable,but not perfect.

On an ending note, everything I have said is 100 percent accurate.

Luna has said they have sent my position to the "executive"team to come up with some kind of agreement on all this, but after the 24/48 hour response I was told I would get, it has turned into well over a week.

Be very aware of what you are getting from this company if you decide there is no-one else.

One other thing, Luna owns Empire as well. I would use caution with them also. Luna?

The ball is in your court if you want to be a reputable company and fix this wrong. I'll be waiting.

Regards,John Baron

jill juskewicz deposit refund 10 minutes ago #146****

Trying to contact your finance department with regard to a refund resolution of a deposit I canceled on March 5th 2018 for 160.00 . Impossible to get a live contact response from your customer care Name j juskiewicz 3338 41st street Highland, Indiana 46322,

Attempted contacting Krystle Munoz on numerous occasions with no success. and also to an email sent to me on April 5th 2018. Giving me a basic bait and switch runaround.

Per your T/C late cancellation policy terms I will accept the 15% cancellation fee deduction 24.00 from the 160.00 deposit = an adjusted net refund balance of 136.00 credited back to my M/C debit card used to make the deposit transaction or via company check . id 1-30******** activity

We Recently had hardwood floors install. We have a repairman to our house 2 times because of 25 pops in the floor.

Their solution is to drill holes in my new floors and insert glue into the hole s which has not been effective and to cover the drilled holes with wood putty. Someone was suppose to contact us to set another appointment which has been a week and no call. Just which they would keep their word and repair our floor. We are very disappointed with the service we have received.

We did not pay to have hardwood floors installed and have holes drilled in them. Maybe this post will prompt someone from Luna to call me and correct the situation

I had Luna install carpeting at my house that I was going to sell. When I got in the new house I had Luna come out to give me a quote since they told me I was a repeat customer they would give me a deal.

Both times the salesperson was rude, pushy and told me I had to place the order right then and there. The second salesperson kept lying to me and making 'fake' calls to his manager. I could tell his cell phone was not turned on. Luna must think people are stupid fools.

The guy quoted over $6000 and I told him I had to talk to my husband and he got upset and said I had to make a decision and that I should be able to make a good judgement call. I asked him if his wife would like it if she ordered $6000 worth of carpeting without telling him. I cancelled the next day and got a nasty text from him.

Later I got a call from a Luna 'manager' who told me I would get the deal for $4600. Ripoff...please do not buy from Lying Luna Losers.

The sales came and we told what we needed as far as carpet since I am in a wheel chair and needed something that would hold up without matting the carpet installed don’t even come even with the hardwood floors there’s a big drop from the floor to the carpet wrong pad received a six pound and were supposed to get a 8 pound pad after just six months this carpet is horrible but I bet the salesman received the a fair amount after taking advantage of us. The salesman new I was in a wheel chair and was well aware of the hard wood floors.

The customer service has not been very cooperative they told us to have the carpet steam clean the carpet is six months old asked Luna to send a customer representative out to inspect the carpet and they sent the installer not once but twice the second installer told it was the wrong pad and possible the wrong carpet he took up the corners to look and went back to Luna and said it was wheel chair that caused the matted my wheel chair didn’t cause the noticeable seem going down the middle of my family wrong. I was ripped off by a bad salesman to make money for himself