ComplaintsforLuna Flooring

New Carpets

HeadquartersMulti Location Business

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
08/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 5-1-24 at approximately 8:38 am I notified ****/Empire regarding a quality/installation issue I was having with my *** flooring installed in my basement. I stated that the *** was peeling in multiple places causing a safety issue when walking. **** sent another set of installers out to my location to inspect the flooring and take pictures. On5-29-24. I was notified that Mill approved the replacement, but only for the material. On 8-2-24 the installers came to reinstall newly selected flooring. While they we're removing the *** I noticed that the orignal installers did not use embossing leveler to level my floor. Instead they used Cardboard to level my floor. The boxes that held the *** Floor was installed under my *** Floor. The cardboard contained a dark black moldy substance. That black substance also transferred on to my flooring underneath. The entire perimeter of my basement underneath the *** Flooring was covered with cardboard. Each area on the floor is stained with the black substance. The customer service manager hasn't been much of help. It seems as if my family health concerns isn't his concern. It seems as if there's no urgency to find a solution to the problem. I also noticed that during the uninstall process the installers damaged some of my tiles on the floor. I simply requested that my floor be re done properly by a different installation team. I also requested that I be reimbursed for my out of pocket expenses. At this point I'm getting the run around, no direct answers to my questions. My family is also still being exposed to whatever that black substance is on the remaining cardboard. There's also risk that the mold will grow. I believe that being in contact with the customer service manager is a conflict of interest. They want me to sign some sort of settlement agreement. I also fear that the floor installed in my child's room directly next door also has cardboard boxes underneath. **** has refused to send someone out to inspect her floor.
Business response
08/30/2024
We appreciate the customer contacting us regarding their concerns.
The local office contacted the customer and are in the process of resolving amicably.
Customer response
09/05/2024

Complaint: 22164075

If by amicably they mean without urgency or concern of the household health concerns due to the mold that grows everyday that they wait. My life has been turned upside down because installers cut corners and used cardboard to level my floor.
If amicably means asking me to sign an agreement in order to get the repairs that I'm entitled to. Signing an agreement before the reinstall is completed, what does this guarantee? What if the job is done incorrectly again? Can they no longer be held responsible?
If amicably means I continue to miss work and lose money until repairs are done. **** staff continues to make money, I don't! No one worth mentioning has apologized or acknowledged the fact that I've said that I'm losing work everyday that I wait for repairs.
If amicably means no one above the local office will call me and just continue to allow the responsible office be the main contact.
I don't accept that response. Just because the main office is in contact with me doesn't mean anything is getting done. Communication is still off. I'm still paying out of pocket for everything.

Business response
09/09/2024
The regional customer service manager spoke to the customer and apologized for the experience.
We are sending a check to the customer for the services the customer is having done and when the abatement is completed, and a clean air certificate is provided, we will reinstall the the Foundations in color: Fossil Gray LVP flooring in the basement within 60 days per the fully executed Settlement Agreement.
Initial Complaint
08/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The date: our appointment with the Luna Flooring Expert is confirmed on Thursday, Jul 11, at 3 PM - 5 PM.Your confirmation number is WEB14494842.Below is the information you have provided us with:First Name: ***** Last Name: ******* Address ******************************************* Address 2:City: ***************: ** Zip: ***** Email: ******************* Primary Phone: ********** Additional Comments:Rent or Own: own Is this a business?: No Promo Code: INDEPENDENCE350 Requested Time: 3 PM - 5 PM Requested Day: Thursday, Jul 11 If this is not a convenient day or time, feel free to call our customer service line at *********************** or send **** an e-mail with a better time to ****************************** print this email for your records.Again, thank you for the opportunity. We look forward to serving you.**** The amount $1,200.00.The installment date July 30, 2024. They finally arrived the measurement were incorrect. I received an email for an 2nd installment date August 3, 2024. The installer couldn't install the reason he gave me he needed additional help, and couldn't install, and I will be refunded.I have made contacts with the company on July 30, 2024, and spoke with several customer service representatives, I placed an long verbal dispute, and someone will follow-up it's have been since July 30, 2024. I email the company on August 3, 2024 after the fail finally attempt to install . ************************* ***** <*******************>Sat, Aug 3, 9:22AM (2 days ago)to ****, *************************** bcc: *********************** I am requesting a refund to my account, amount of $1,200.00 ASAP A. installment date July 30, 2024 unsuccessful due to incorrect measurements.B. 2nd installment date August 3, 2024 unsuccessful due to additional help was not available, I was told I couldn't install.I am requesting a refund immediately. I will contact TV STATION, AND THE BBB ASAP I am asking for the refund back to my credit card of $1,200.00. ASAP
Business response
08/22/2024
We appreciate the customer contacting us regarding their concerns.
Per the customers request, the order has been canceled. We have refunded the full amount of the deposit to the original payment method.
We thank the customer for considering our service.
Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had new floors installed in 2021. In 2022/2023 the floors started to really disassemble in my kitchen. I reached out to the company to express my concerns since the sales person stressed that I would have a lifetime warranty on my floors. I filed a claim and the company told me that in order for them to look at the issue, that I would have to hire their floor inspector to come out and inspect . It would cost me $150.00. I was told that once the report came back I would be notified. The report came in and I was never notified. So I reached out and asked if it came back and the response was yes , my floor humidity was too high causing the issues . I asked for a copy of the report and was told I could not get it. Since I paid for the report, I only feel that it is fair that I get a copy ( especially since this is their inspector) I was told I could not get a copy. When I did expressed that I wanted a copy because I paid and wanted to talk to someone on a higher position, I was then given buts and prices of the report , copied and pasted in. I have since asked to speak with a person in charge and was given their phone number . I called several times and let voicemails and nobody has returned my calls. I would like a copy of my report because I feel like I am being scammed . Please help! ** -***********************
Customer response
08/09/2024
The inspection took place on March 8th 2024, and the inspector was paid on site.

Thank you -****

Business response
08/27/2024
We appreciate the customer contacting us regarding their concerns.
The local customer service manager has reached out by phone and email several times.
We look forward to hearing from the customer and resolving this matter amicably.
Customer response
08/27/2024

Complaint: 22092472

I am rejecting this response because: I have not gotten any phone calls from management including a return from the calls I have made. My phone number is ************. I would like someone to call me regarding these issues. I am happy to share my phone log to prove that no calls have been received.

Sincerely,

***********************
Business response
08/28/2024
We apologize for any inconvenience and thank the customer for their feedback.
The local general manager contacted the customer and have come to an amicable resolution.
Customer response
09/16/2024

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
08/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We had laminate flooring installed on 9/24/21. We have damage areas in the bathroom, in the hallway, and in the kitchen. **** is telling us that the installation warranty has expired. The damage areas are not connected which speaks to a inferior material issue rather than an installation issue. We had **** installers come to our home on 8/2/24 and are being told that we need all new flooring and they will charge us for it. We are not willing to put more money into a company and product that **** is not honoring. For the amount of money spent ($8702.54), I expected the floors to last much longer. Please assist in effecting a positive result.
Business response
08/22/2024
We appreciate the customer contacting us regarding their concerns.
We have completed an assessment and the concerns are site related and not covered under warranty so a fee applies for any service. We have provided the customer with a fair and reasonable cost for the work that is needed.
We thank the customer for their feedback.
Customer response
08/22/2024

Complaint: 22086066

I am rejecting this response because: we have not received any information from **** for what the repair costs are. All we were told that a total floor replacement is needed and they will quote a price. 1) I told them that was not acceptable for flooring that costs over $8700 to last less than 3 years. 2) I ended up being hung up on by the **** **************** person (*****, I believe) when I told her to shut and let me talk since she was talking over me. I reached out directly to **** and got a voicemail from ****** that they were gathering information and will reach back out. No call has been received.

Sincerely,

*************************
Initial Complaint
08/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Oct 16, 2021 my wife and I contracted with ****/ Empire Today to install LVP floating ************ flooring for our ************** foyer and carpeting for 3 rooms, along with the 16 stairs, leading up ***************** Flooring was installed on 11/1/2021 and Within a year the kitchen flooring start popping and shifting. On 3/21/23 they agreed and replaced the floors in the kitchen only and in the summer of 2024 the same problem started happening again as well as the hallway floors. **** called and arranged an installer to replace the **************way floors on July 31 the installer came & refused to replace the floors. He was the original installer, but because the floors were replaced he said he was no longer responsible. I contacted **** and was told that another installer would come out the next day August 1st between 11 and 1pm by 3:45pm and several calls to **** - no installer, no call - no show and none of my calls were returned. The installers showed up at 3:45 with not enough boxes to complete the flooring and a darker color wood. My wife and I I spoke with ******* in **************** and her boss ******. This is so frustrating our kitchen has been dismantled for 2 days. My wife is to have scheduled surgery on Aug 6th -I am now requesting to have reimbursement of all flooring
Business response
08/22/2024
We appreciate the customer contacting us regarding their concerns.
Service to replace the flooring has been completed.
We apologize for any inconvenience and thank the customer for the opportunity to address their concerns.
Initial Complaint
07/28/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I need to cancel my order. I would be willing to reschedule another appointment at a later date. I need to cancel for now. I was told that I would be charged 25 percent. I am not sure why. The carpet has not been cut. **** is not out anything. Can someone help me?
Business response
08/08/2024
We appreciate the customer contacting us regarding their concerns.
The customer requested the order be canceled and we have done so. No refund is due. The order was to be fully financed and no other payment was made.
We thank the customer for considering our service.
Initial Complaint
07/20/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The floor was never done right from the beginning.It has been 4 months 8 times someone has been to my home all different people.iv missed 5 days of work to be home I could of paid for this floor 3 times over it's a small job we contacted a lawyer but im gonna take this route ***** because I at the end of my Patience.some is supposed to be here Monday to fix this issue.there has been 8 different people who has jus made it's worse this has brought my wife to tears for us Is losing money every time we have to take off work and for what in my eyes this company Owes me fat chance that will happen and it would be a Is miracleif you could send someone who speaks English or just understood it
Business response
08/08/2024
We appreciate the customer contacting us regarding their concerns.
We have spoken with the customer and service has been been completed.
We apologize for any inconvenience and thank the customer for the opportunity to address their concerns.
Initial Complaint
07/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called Empire to get a quote for carpeting three rooms, the salesman gave three prices which was for good better and best quality. Finally, I chose to make a move and get it done. The salesman never e-mailed me the quotes, so I called Empire back and got the prices and left word for the salesman to call me back. He never called me back, so I then called **** and made an appointment for someone to come measure and again get prices. I went with **** even though they are owned by Empire, we came up with the date of June 27th for installation. So, on the 27th three employees arrived, and we made sure the carpet was what I ordered and they started the job. There were two adults and young helper working as I watched the progress, soon the carpet was going down and matched the rooms well. Then the man in charge was stretching the carpet with a ***************** as I watched the wall bending from the pressure, hoping it wouldn't crack being plaster, well it did, and I did not not see it until later when they had gone. Then I really started looking closely all around the three rooms and found scratched trim in the doorways, scratches on the walls from metal tools, leaving black and gray stains. From cutting the carpet with razor knives, some spots the paint has been cut off the plaster, threads sticking out and carpet uneven at the edges. I then found out all the doors had to be cut in order to open and close, because the salesman measured the thickness of the padding and carpet was too high. I just hung the last door in the room that the wall got pushed and cracked. That also moved the opening for that door, and it would not close correctly. I already fixed that, but the wall is still cracked, and I figure $ ****** for me to repair the wall and repaint that room as that has the most damage. So this morning I recieved an e-mail from ******, *************************** offered $****** on my ***** fargo account for my inconveniance. This damage is more than ******, that won't cover supplies
Business response
07/15/2024
We appreciate the customer contacting us regarding their concerns.
We have spoken to the customer and reviewed the photos submitted. We have explained to the customer that the damage shown is covered in the contract under Installation requirements which states damage *** occur and *** require touch ups.
We have provided the customer with an accommodation for customer goodwill.
We apologize for any inconvenience and thank the customer for their feedback.
Customer response
07/16/2024

Complaint: 21980178

I am rejecting this response because:The damage is more than ****** that **** thinks will cover the time and materials to fix a cracked wall and repaint the scratches and stains around the whole bottom of the room walls. Being I do not have any paint for that room left, I will most likely have to repaint the room after repairs of the plaster that they cracked stretching the carpet. I believe ****** would be a realistic amount, that is half of what I had originally asked **** for. I already cut the bottoms of 12 doors, as the carpet and padding was too high for them to work properly, even though the salesman measured the clearance of the door bottoms for what we ordered. So I have gone halfway and I believe **** should too.This is not just touchups when I have to fix plaster.

Sincerely,

*******************
Business response
07/18/2024
We have spoken to the customer and agreed to the accommodation in the amount of $250.00 to be credited to the financing.
Please allow 7-10 business days for this to process.
Customer response
07/19/2024

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
07/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to express my dissatisfaction with the service I received regarding my carpet installation.I scheduled a measurement on Monday and confirmed via chat that installing a carpet on my existing new padding would not be an issue. However, on the day of the measurement, I was informed that this would void the warranty if the installation was not done with the padding provided by your company. I then inquired if both the padding and carpet could be installed over my existing padding. The agent consulted with a supervisor, who confirmed that this could be done.On the day of installation, today (July 3, 2024), I was told that the new padding could not be installed on top of my existing padding. The customer service team informed me that my padding needed to be removed and replaced with the low-quality padding included in the order for the installation to proceed. I requested that the new padding match the quality of my current padding, which was declined.I then received another call about an hour later reiterating the same information, and the order was subsequently canceled. This process resulted in a hard inquiry on my credit report, which will remain for two years.This experience has been highly unprofessional and frustrating. I spoke with both ***** and ***** regarding this issue, but neither could provide a suitable resolution for the inconvenience caused.I expect a prompt and satisfactory resolution to this matter. Please address this issue and let me know how you intend to rectify this situation.
Business response
07/09/2024
We appreciate the customer contacting us regarding their concerns.
We were unable to install as what the customer requested is not industry standard installation practices and the order was cancelled.
No refund was due as nothing had been charged to the customer's account.
Customer response
07/10/2024

Complaint: 21938861

I am rejecting this response because: The credit inquiry on my report will remain for another two years. Additionally, the business has not made any effort to find an alternative solution to their internal miscommunication.

Sincerely,

***************************
Initial Complaint
06/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
**** was selected due to using them in the past! We signed up with them on brand new carpet for our second story as well as *** on the first level of our house . This cost us ****** and change! The carpet we got called installed is fine. The problem that we have with them is they hired a third-party service to install the *** when they did so they use the multitool and hacked the bottom of nine doorways We have serious gaps anywhere from 1/ 8th inch up to a quarter inch all over every doorway! And this includes the door jams as well We had contacted **** and they are treating it like we have to deal with the third-party contractors. They hire they did the work even know our contract is with ****. They are offering to raise my floor the cheap way and put down 1/4 plywood due to their mess up. (Not setting for that ) This puts the landings to the stairways out of building Code and if I ever had to change my dishwasher. I would have to remove my countertop to get it out due to the raise in the floor. I have sent two emails asking for a different manager or a higher up manager at **** still with no response. I also sent videos of them walking in with the multitool because they are denying that they used one. I had one contractor over already and it is an estimate off the top of his head between eight to $10,000 worth of damage. And Im getting no response from anybody higher up in **** very disappointed And they need to pay the damage that they caused between me the customer and ****, who I hired to do the work, not the third-party installers that **** hired!
Business response
07/11/2024
We appreciate the customer contacting us regarding their concerns.
We have reviewed the photos and the gaps are due to the new floor being thinner than the previous product. This is a site concern and not an install or warranty issue. For customer satisfaction the customer was provided with two fair and reasonable offers. To reinstall the floor with plywood to raise the new floor and minimize the height difference between the old and new products, or a monetary accommodation to put towards minimizing the gaps for the door jambs.
We apologize for any inconvenience and thank the customer for the opportunity to address their concern.
Customer response
07/15/2024

Complaint: 21884914

I am rejecting this response because:
The original laminate flooring was old-school thin glued down laminate your new *** was thicker your contractors that you hired third-party to do the install use a multi tool/jam tool to cut the door trim and the jams so they could get the new *** flooring underneath the doors. Having one contractor in already raising the floor with a quarter inch Plywood then putting the *** back down Would put my landings To first step out of the allowance to contractor code! Due to the damage, the first contractor is working on finalizing the quote with a value estimated eight to $10,000 worth of damage. I am awaiting the second contractor to come in to quote as well. These are two independent local contractors. I have no relations with either of them other than an Internet search and a phone call. Talking to our attorney, I was instructed to get two individual quotes to see the value of the damage. The second offer that you offered $3000 would not even cover the replacement of the sliding door that was damaged due to them cutting the door casing. I am trying to be fair in this manner with **** /Empire When the install was done, we were not moved in our home now we are moved in our home and would rather not have **** come back in to have the possibility of damaging more of our property. I will await your response. Hope we can come to an agreement in this matter..

Sincerely,

*********************
Business response
07/23/2024
We have reviewed photos provided by the customer showing their concern. The photos show a height difference between the previous floor and the newly installed flooring and there are are no fresh cuts to the wood.
The customer was offered a fair and reasonable accommodation regarding the door jambs.
We hope they will reconsider and again thank them for their feedback.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforLuna Flooring

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary