Luna Flooring's reply to: Resolved: Luna flooring did not complete the work, but took the money

Taimour, we know that your time is valuable, and sincerely regret to hear that your installation has not been completed. We've located your account and will be in touch with you soon.
Resolved
Taimour E

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer

Resolved: Luna flooring did not complete the work, but took the money

Updated by user Oct 01, 2020

Company fixed the issue and I have been provided with settlement agreement.

Original review Sep 01, 2020

We contracted Luna on 07/09/2020 Flooring to install hardwood floors for the entire house. On the day of the installation they told us that they do not have the materials for the staircase.

They said they will have them in 2 weeks. Last week the said that they finally got the materials for a 09/01/2020 installation. A day before they left a message saying that nothing can be done until after 09/05/202. Did not mention when or why.

Luna did charge us in full $ 16,000. I think they took us for a ride

Loss:
$16000

Preferred solution: Deliver product or service ordered

User's recommendation: Do not deal with them, they are dishonest

Luna Flooring's reply to: Resolved: Avoid like the Plague....Good Read

Hi Jim, thank you for bringing your concerns to our attention. We understand that we’ve been in contact with you about this matter and agreed upon a resolution. Please don’t hesitate to contact us with any additional questions or concerns. Thank you. Luna Customer Support
Resolved
Blonnie Ovk
map-marker Carol Stream, Illinois

Resolved: Avoid like the Plague....Good Read

Updated by user Nov 28, 2015

HaHaHa, guess what, installer comes and says nope can't install the way you want. While I can't blame Luna for what the installer says, I can blame Luna for the process they use.

In my frist report the installer says he is going to need to install plywood to level out the floor. After fighting with Luna they decide to eat the $100 it would cost for plywood. So the new installer shows up today and says, "We are just gonna put this right over your vinyl tile you." That is fine, I get you can put it over it, but removal is what was discussed. Then he says your floor is not low enough so your door will rub, you don't want to install that here.

Here goes to the laundry room. There are some drains and pipes for the furnace and the heater, installer says, well we can go up to here. So his solution was to do half my laundry room in the wood laminate and leave the other half the way it was. How about install my floor that I paid for.

If their salesteam can't tell you that the job might be to difficult, but instead say, no don't worry we're professionals it will look great in here. The installer let's me know that the wood lamiate is garbage anyways and probably won't last through winter. He recommends going with vinyl. He also lets me know that these problems happen all the time with Luna because their salesteam don't care if they can really get the job done, but just getting that sale in.

Long story short, this was the last straw and we cancelled the replacement service for the tile. Please don't be like all the other idiots that read these bad reviews and go...."nah, won't happen to me." You may get lucky and have the perfect house that is so easy to install no issues come up, but then guess what....you probably overpaid. I learned a very valuable lesson and really hope that my story gets taken to heart and people stop using Luna. Trust me your local family run business will be able to match their price if you pick the same "quality material" luna uses.

And Yes the competitors have the carpet/tile that Luna says nobody else will have. I saw it!

Original review Nov 14, 2015

Where do I begin......They are lucky you have to select one star, otherwise it would be blank. The entire process has been an absolute nightmare.

The Salesman Rick came out to our house saying we would be so impressed with Luna. He gives us the first price and says I could not even get my house done for this price. Obviously this is the first biggest red flag ever. He shows us that it should cost us over 15,000 dollars to have a less than 1000 sq foot house carpeted and laminated with their premium hardwood replica laminate.

We tell him what we could afford to pay for it because we did not want to finance. What we had to spend is what we had to spend. He says, "just tell me a number and I will submit it and they can deny it and you can quit wasting my time." He also says any lower and you will have to remove your own carpet garbage and move all your furniture around your house. Obviously my offer is not met but a lower amount gets approved and he says he is going to have to send an email to his boss explaining why the price was so low.

We still hesitate at having to remove our own garbage and he goes, "well I can throw all of the perks back in if you sign right now." We reluctantly agree and he has us sign and initial a bunch of pages in his iPad without really explaining anything or showing us the pages, just sign here, but had the wrong signatures matched with printed names anyways. Here is where the story gets even worse. They come out on a Saturday to do the carpet install. The installer takes one look at the front door and says nope, cant do it today.

We have the whole roll in our truck and need somewhere to cut it. Mind you they already measured every room with a laser dimension specific program. The installer asks if I know anyone with a large garage where they can cut it. I give him credit for trying to come up with a solution, but I mean really........

So carpet does not get installed, bookshelf are cleaned off, smaller items we were told to move are crammed into every other open space in the house. We had to live in ridiculous conditions for 2 more days and take a day off of work. Here is where the story gets better. 2 Saturdays later, we are supposed to have the wood laminate installed.

Our salesman Rick told us we only have to turn the knobs on the dryer, washing machine and oven, not uninstall the cords. Installer comes and says he can't do those. He also looks at the floor and goes these are not level and Luna did not give me any planks to level out the floor. I would figure if they were going to level it, they would use the leveling stuff everyone else talks about, so I am confused there.

He also tells me Luna did not give him enough wood trim for the transition pieces. Guess what he says .... "I can't install today." So not only did Luna not make sure our floor was level or tell us about an additional charge if it wasn't level, the installer didn't even have everything he needed in the first place. So after about an hour of trying to get someone on the phone, they say we will need to pay $100 more for the material.

I told them that the price we agreed on said everything was included and I would not pay any more. They told me I can pay the $100 or I can cancel my order. I will say they did offer a slight discount after the carpet fiasco, but it amazes me that they were willing to suffer a horrendous review and lose a customer they have mistreated the entire way over $100. If you want really cheap carpeting and poor service then go to Luna, but you will have to work very hard for a reasonable price anyway.

So here I sit with new carpet and broken tiles. Also the wood laminate piece shown looked way different size wise than the samples we saw.

Loss:
$1750
Cons:
  • Sales team
  • Customer service
  • Management
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

2 comments
Guest

I am in the same boat as well, they keep coming with the wrong amount of wood, carpet has been installed for weeks now, but not the wood. At this time, I am cancelling the rest of the install I am just so angry that I had them install the carpet. I would never do business with them or ever get them recommended.

Guest
reply icon Replying to comment of Guest-1134438

We cancelled the laminate install and went with a different local family store that sold this waterproof PVC type wood looking floor. Best decision we ever made.

The carpet has become warn and had 2 very visible seams since install. It took 5 months to get the specialist out at the time both parties were available. He said it was probably defective carpet and that just replacing the spots would be impossible with how worn the carpet was already. Waiting to hear back from Luna on Monday.

Full replacement is not an option due to a baby on the way and how hard it was to have everything moved around without a baby here. Ugh is an understatement.

View more comments (1)

Contact Information

Website:
www.luna.com
Mailing Address:
333 Northwest Ave
Northlake, Illinois 60164-1604
United States
Phone:
(877) 241-5862
Contact Luna Flooring Customer Service

Latest Question

Why is Luna giving me the runaround. They have been giving me the runaround since last year on my floor and I can’t seem to get anything done we paid a lot of money for Quality flooring and All I am getting is flop sweat I...