My basement flooded due to heavy rain in July 2017-I requested pricing from 3 companies including Luna base on TV advertising The local sales Rep for Maryland came to my house -he not particularly nice and a bit pushy-but overall OK but he just wanted to sell carpet for commission but not interested in customer service-he never followed up with me after the fact either. However by comparison The EMPIRE Sales rep was really nice by and followed up with me even though their price was ($125) but higher and I went with the cheaper quote from LUNA...Lesson learned The install was great Carlos and his assistant did an excellent job ( obviously an interdependent contractor-Not a LUNA employee) as he was really nice (!) On the day I had to pay the balance of my bill and asked to pay by check-I had to deal with an accounting Rep in West Texas by the name of Jennifer who was EXTREMELY rude and very unfriendly as I was paying by check she had to get a lot of info to verify who I was etc-which is understandable and after 20 mins on the phone she said she cannot verify who I am ...Mind you this is after they received an banked $1700 deposit form me two weeks prior and abruptly just HUNG Up on me-I was furious I was the customer and could have given my $3000 plus to other companies who actually cared about my business The install guy-Carlos apologized and called the scheduling manager at luna who eventually got it sorted out. I give my CC # I work for a major hotel company with decades of customer service experience so I have a pretty good frame of reference here folks-JENNIFER from the West Texas LUNA Call center should be counting paperclips or inventory but definitely NOT dealing with customers as she is not helping LUNA...Maybe its a bigger problem company wide I plan to move house in the spring and will definitely call EMPIRE FLOORING instead of LUNA..amazing how one negative interaction can jeopardize the impression of a company-so buyer beware LUNA may well be cheapest but at what cost Another NOT so Happy customer :(
Product or Service Mentioned: Luna Flooring Customer Care.
Reason of review: Poor customer service.