ComplaintsforLuna Flooring

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed my floors on October 7, ******************************************************************************** the run around. The first installation was done poorly. The installers put a floor leveler over our tile floor, didn't wait for it to cure then installed the *** over it. Within days, the floor leveler began to crack. So they came back to pull up the floor, put new leveler down and it immediately starting cracking. The next day, I helped the sole installer tear up the tile floor. Then we had to wait until the next day for him to come back with cork underlay to install the floor. That went great until the hot water heater leaked in our half bath and the floor started to buckle due to the cork expanding when wet. We installed new flooring in the half bath because that was on us. But for the life of me, I do not understand how our floor is buckling in the dining room. No moisture to expand the cork underlay. The first claim I made was on March 1, 2024 (Reference ************). I did not provide good enough photos so the claim was denied. Second claim (Reference 1-7801912941) was submitted on September 24, 2024 and I provided the photos as requested. Was told someone would reach out to me within 1-3 business days; no one did. That claim was denied and a letter was sent to me...allegedly. No letter was received. Today, October 24, I had to submit another claim (Reference 1-7885590077) and it was marked as high priority meaning someone will reach out to me within 24 business hours. I highly doubt that will happen.

  Business response

  11/12/2024

  We appreciate the customer reaching out with their concerns. 

  To address this matter a manager assessment has been scheduled for Friday, November 15th. 

  We apologize for any inconvenience and appreciate the opportunity to investigate and address the customer's concerns.

• Initial Complaint

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Workers damaged my deck.I have been in contact with this company since 08/26/2024.The repair cost for the damage is $1089, probably higher ****** is going on 3 months now with no resolution.I feel this is being brushed aside so I would just drop this issue.AND I have tried to get other companies to see the damage, but none would repair the deck only replace the whole deck, which I didn't think **** would want to pay out for a whole new deck.

  Business response

  10/24/2024

  We appreciate the customer contacting us regarding their concerns.

  We have processed the refund for the customer.

   

  Customer response

  10/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****/*********** installed flooring in the first level of my parents home in May 2022. Over time, the flooring came up and apart in several places. In December 2023, I reached out to the consultant that measured and quoted us. He came and looked at it and said to contact customer service. However, at that point the "warranty" for **** was up. I contacted them in Spring of 2024 to come out an evaluate the flooring for replacement. The scheduling process was AWFUL. I could not get someone to come out until FALL of 2024. He came out and basically told my father that the entire floor would need to be replaced. **** again was unresponsive to my calls to find out what the evaluation revealed. I reached out SEVERAL times to find out. Finally, I was told that the flooring was a "user error" and needed to be completely replaced but would not be covered by the warranty. I requested to see how they came to that result...and was told they cannot send it to me. The representative told me I could have a third party look at it and send their evaluation to them. However, how would the third party be able to evaluate it if there is no base line of what was initially evaluated to reach the conclusion? I am absolutely infuriated that not even three years later and the flooring is coming up everywhere. It's a safety hazard and I spent thousands of dollars for flooring I was told was durable and would last years after installation!!!! Now I am told I need to spend ANOTHER 10 thousand dollars to replace the flooring by a company who won't disclose why it is "user error". I have emailed the manufacturer of the floors for evaluation now. However, it should be noted that a claim through them needs to be made by the installation company! I doubt **** has done that!!!

  Business response

  10/18/2024

  We appreciate the customer contacting us regarding their concerns.

  The local office contacted the customer.  The customer agreed to a manager's assessment.

  The assessment is scheduled for Tuesday, October 22. 2024.

  Customer response

  10/21/2024

   
  Complaint: 22409920
  
  I am rejecting this response because: the reevaluation of the floors will take 2-3 weeks to come back with a conclusion. I cannot accept the response until I am provided all information for said evaluation (if they even show up).

  
  Sincerely,
  
  ******* ********

  Business response

  10/25/2024

  The assessment took place on Tuesday, October 22,2024.

  The results have been submitted and may take several weeks to receive a response.

  We will reach out to the customer as soon as we have the results.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 15th, 2024, **** installed flooring throughout my house. After completion, the too many pieces were left with gaps that will allow dirt to accumulate between them. Also they used nails on some panels to hold them down and some are higher than others. Some panels are lifting due to the lack of glue or cheap glue used. I called **** several times and they are ignoring the issue and want ME to find an inspector on my own and pay for it after I paid them thousands of dollars. They claim its just dirt. Because they tried to fix the gaps by filling the gaps with silicon it left several stains or smears that wont come off. Please help or direct me where to go. BBB has helped me in the past and resolved my problem.

  Business response

  10/29/2024

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken to the customer about scheduling a repair. The they are not available at this time and will call back when they are ready. 

  We apologize for any inconvenience and thank the customer for the opportunity to address their concerns. 

  Customer response

  10/30/2024

   
  Complaint: 22406872
  
  I am rejecting this response because:

  As I explained to ****, I have an emergency out of the country and I am leaving October 31, 2024. I may take up to three weeks. 
  

  **** did say that when I returned to ******, to give them a call to continue.  However, they want to send the original installers, I dont agree because if they didnt care about the quality of their work on the installation and then again when they supposedly returned to repair, why would **** think is okay to send them. Also, I am concern about retaliation. Im alone with them for the fixings because everyone works. I think that because there is no man to stand up to ****, they are trying to do me wrong  
  

  If I accept, the case will be closed and the case cannot close until the floor is fixed. 
  

  P.S.   Tuesday, October *******, people were sent to fix it and they advised **** it was not possible to repair and needed to be reinstalled. 
  

  I will contact **** when I return home  

  Sincerely,
  
  **** ******

  Business response

  11/06/2024

  We await the customers return and scheduling the repair with another crew. 

  We again thank them for their feedback and the opportunity to address their concerns. 

   

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hardwood floor to be installed on the the 2nd floor of my house in 2015.Per contract the installation came with a 50yrs warranty. I noticed that the wood flooring started to warp and squeaky this year so I reached out to them. They came to inspect it and later told me they couldnt do anything about it because they dont have the same wood material.I told them that this was a violation of the warranty and the clause in the contract but so far I havent got any solution to this issue. Please help

  Business response

  10/15/2024

  We appreciate the customer contacting us regarding their concerns.

  The local area customer service manager has reached out to the customer by voice mail and email.

  Customer response

  10/16/2024

   
  Complaint: 22353164
  
  I am rejecting this response because:
  
  Sincerely,
  
  Abdul Bello

• Initial Complaint

  09/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had an estimate done 8/15 Have had to call back several times for quote and to schedule and no one will return my call. Called again Thursday and no one responded just emailed half the quote for only 1 area when I requested several and no one will tell Me how to schedule or call to ensure I know the process.

  Business response

  10/07/2024

  We appreciate the customer contacting us regarding their concerns.

  The local office has contacted the customer and scheduled another sales appointment for October 8, 2024.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a bound carpet from a service representative, *******************, on 8/10/24. Picked out a high end, nice carpet and was told delivery would be on 8/23/24. Installers came to deliver on 8.23.24 but did not have the carpet I ordered. Showed me a sample of the carpet I ordered which was not at all what I ordered. (Complete bait and switch). There wasn't even a bound carpet on their truck. I was told the order would definitely be ready and delivered in with 2 weeks as I had a time frame for receiving the carpet. When I called the company, there was no refund offered for the deposit I put down. I was told if I cancelled my order, I would be responsible for 25% of the total cost. I did not receive what was promised.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I put in a request to Luna Flooring (Empire) for a warranty ***air on the kitchen floors they put in place earlier this year (2024) . They sent out the tech and he arrived earlier Friday morning around 8:30am. He started his evaluation to determine what type of ***air is needed. Next he told me the ***air needs to be rescheduled because he did not have enough materials. He stated the plywood will need to be ***laced and he was only given 2 boxes of tiles. I told him ********** is 5 mins around the corner and I have a box of tiles left over from the first install. He gave more excuses and stated this will have to be rescheduled. So I told him ok, I will wait for a **** *** to call me to setup a new time and date. Then he tried to give me his phone to sign a Certificate of Completion. I told him I not signing this because you did nothing but pulled up the loose tiles and stated everything has to be rescheduled. He called his boss and his boss tried to convince me to sign. I told him the same thing. I am not signing that contract. Then he went on stating they will not be able to come back out unless they have a signature. I still did NOT sign anything. (For the record, because the contract is on the tech's phone, I want it on record that I DID NOT SIGN ANYTHING. Just in case the tech fraudulently signed my name on the phone with the contract, again I DID NOT SIGN ANYTHING. If we find out the tech illegally signed my name, we will file criminal charges for fraud. At this point, we are requesting ****/Empire, to send a different contractor to do the warranty ***airs or refund what we paid for the floor and we will retain another flooring company to do the work. Thanks.

  Business response

  09/09/2024

  We appreciate the customer contacting us regarding their concerns.

  The customer service manager contacted the customer and advised that the certificate of completion from 08/23/24 was not signed by anyone as there were site conditions and could not be installed.

  The customer apologized and advised he would reach out to the BBB and drop the complaint.

  The customer reselected 09/09/24 for a billable replacement of the kitchen.

   

  Customer response

  09/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my flooring from **** about 4 years.I was promised from the sales man I had a 10 year warranty. To find out the flooring I bought was water resistant and scratch resistant.Not true my floor is popping up and gaps in between my floors. I spent almost ****** and regretting it.I will never buy or not recommend this place to no one. Im Highly disappointed. Now I have to hire and buy this floor planks to fix whats damaged. I called the sales team at ****, no answer or phone calls. I would like **** corporate team to reach out and help me.This was not cheap for my house not to be satisfied with what they sold to me.They said o was picking the most expensive and luxury floors.I AM SORRY TO SAY NOT TRUE.. TJIS IS THE WORST FLOORS EVER. I thought by buying this flooring from **** was the best investment cause I have a dog and grandkid so.I MADE THE BIGGEST MISTAKE!!!!!Leave it alone hold on

  Business response

  09/10/2024

  We appreciate the customer contacting us regarding their concerns.

  At the time of the customer installation we provided a two (2) year labor warranty, in addition to the product warranty from the manufacturer. The customer was installed on July of *********************************************** March of 2023. We spoke with the customer and explained that the ******************** concern was reported outside the timeframe of the installation warranty so a fee applies for any service or assessment. The customer did not choose to have any service or repair completed at that time.

  The customer again contacted us in August of ************************************************************************************************************ assessment. The customer was provided with a fair and reasonable cost to have an assessment completed. 

  We thank the customer for their feedback and the opportunity to address their concerns. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February of 2022, I contacted Luna flooring company to remove carpet and install laminet flooring on the upper level, including stairs thread and risers. On the main level they install vinyl waterproof plank flooring. The total cost before finance charged was $20425.00. 3 months after installation a couple of the bull nosing on the stairs kept falling off. Eventually I had to replace them with metal. 9 months later I notice the vinyl floor started separating. Within a year and a half the gaps got wider and the seams started bulging. I contacted **** on 6/18/24 and to complete an assessment and they wanted to charge me $250 stating that the warranty had expired after 2yrs. I refuse to pay to pay and contacted their corporate office who sent some one out to do an assessment. After their assessment no one contacted me so 2 week later I reached out to them and they told me my claim was denied by **** ************* Their reasoning for declining the claim is the moisture reading is too high and the moisture reading should be between 6-12%. For court purposes, please specify what the moisture reading was at the time they declined the claim. I paid almost $25000 for brand new flooring that only lasted about 6 months. In closing I do not want **** back inside my home because I do not trust this company. After 2 years I ended up with warp and separating flooring. At this point, the only resolution is a full refund.

  Business response

  09/09/2024

  We appreciate the customer contacting us regarding their concerns.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.
  The customers installation was completed March 24, 2022.

  An assessment was performed and sent to the manufacturer and  it was determined the damage issues were site related.

  A billable service repair was offered to the customer. The offer is valid for 30 days.
  

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩