ComplaintsforLuna Flooring

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with the recent flooring installation service provided by ****. On November 2023, I engaged **** to install new flooring in my home. During the initial consultation, I was assured that the condition of the existing subfloor would be thoroughly assessed and any necessary repairs would be conducted prior to the installation of the new flooring & extra fees would be applicable. However, the reality of the service fell far short of these promises.Contrary to what was agreed upon, the workers proceeded with the installation without addressing any potential issues with the subfloor. At no point during the installation process did they communicate any concerns or inform me of any necessary repairs. As a result, my new floors now produce irritating noises with every step, indicating a clear failure in the installation process.I have made numerous attempts to seek resolution from ****, including phone calls, in-person meetings, and email correspondence. While **** has acknowledged the mistake, the lack of tangible action to rectify the situation is unacceptable. Despite assurances of addressing the issue, I find myself continually chasing **** for a resolution. This ongoing ordeal has not only caused significant frustration and anxiety but has also resulted in unnecessary financial strain.Given the magnitude of this oversight and the considerable inconvenience it has caused, I am left with no choice but to request a full refund for the subpar service provided by ****. Furthermore, I am no longer willing to engage with **** for any further repairs or services. It is evident that the company's lack of accountability and failure to deliver on its promises have eroded any trust I had in its capabilities.I expect prompt action to process a refund for the entirety of the flooring installation service, as well as compensation for the inconvenience and additional expenses incurred as a result of ****** negligence.

  Business response

  06/28/2024

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken with the customer and have offered replacement. 

  We apologize for any inconvenience and look forward to resolving this matter amicably. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint regarding the installation of flooring. The timeline of events as follows: Original Installation: The flooring installation took place around March 2021. However, issues arose immediately after the installation, which remained unresolved for an extended period.Initial Contact and Unresolved Issues: Despite repeated attempts to contact Empire Today regarding the installation issues, no satisfactory resolution was provided until ******************* reached out to me on June 17, 2022. Email Correspondence: Several emails were exchanged between Empire Today and me, discussing the problems with the flooring and the need for inspection and repair. Inspection by Original Installer: On a date mentioned in the email correspondence, a contractor from ******** Flooring of *********, the original installer, inspected the flooring. Despite confirming no water damage or signs of moisture, Empire Today attempted to charge me $984.57 based on a 15% moisture reading. Second Opinion from ServPro: To dispute the moisture reading, I sought a second opinion from ******* of Elkton Maryland on June 23, 2022. The inspection revealed no signs of water damage, and the flooring was replaced at no cost on August 13, 2022.Recent Developments: However, the flooring has started to exhibit the same issues again, including bubbles, indicating that the problem persists despite the replacement. I believe that Empire Today has failed to deliver a satisfactory service and has not addressed the underlying issues with the flooring installation. Despite multiple attempts to resolve the matter, the problem persists, causing inconvenience. Therefore, I am seeking intervention from the Better Business Bureau to facilitate a resolution to this matter. I request that Empire Today be held accountable for their substandard service and that appropriate measures be taken to rectify the situation, which may include a full refund or a satisfactory repair of the flooring.

  Business response

  05/31/2024

  We appreciate the customer contacting us regarding their concerns.

  The local customer service manager has reached out to the customer four times by both telephone and email.

  We look forward to hearing from the customer and resolving this matter amicably. 

  Customer response

  05/31/2024

   
  Complaint: 21742410
  
  I am rejecting this response because: I have yet to receive any phone calls and/or emails from ****. My number and email was on this complaint which Ill provide again ************** and email *****************************************************. 
  
  Sincerely,
  
  ***********************

  Business response

  06/04/2024

  We apologize for any inconvenience and thank the customer for their feedback.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.

  The customers installation was completed March 10, 2021.

  The local customer service manager reached the customer and a one-time no-charge courtesy assessment is set for Friday, June 7, 2024.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have attempted to resolve this issue with ****. We have exercised extreme patience hoping that our concerns would be addressed. For months now we have gotten the run around. We have been told regularly that someone would contact us within 48 hours only for the time to pass ending in no return call. When following up we would have to start all over with another 48 hours. We have also been told our issue would be escalated to the General manager. This has not been an easy process from the start with misinformation, timing delays and incomplete work but we weathered the storm which resulted in a completed product.When purchasing the flooring we were told we would have a lifetime guarantee and would never have to worry. After a few weeks, parts of the floor had to be replaced as it was moving. Then flooring in the kitchen had to be replaced for the same reason at least twice. The 3rd time this happened they tried to charge us to come out again to address the issue. We explained that it had been fixed several times and should be covered by our lifetime warranty not to mention we have had this part of the floor repaired before. We then began the roller coaster of telling us someone would be in touch with us. We have been given the run around for months many different responses and promises of escalation never providing good customer service and keeping their promise of following up to address our concerns. All we want is the floor repaired.

  Business response

  05/21/2024

  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 October 22, 2020.

  We are performing a no charge assessment and customer understands he will be responsible for the repair costs.

  Customer response

  05/22/2024

   
  Complaint: 21716393
  
  I am rejecting this response because:

  Our initial flooring installation was completed October 22, 2020. **** indicates they provide a one (1) year labor warranty, in addition to the manufacturers product warranty.  We were also told at installation they offer a lifetime warranty, and we would never have to worry,which was obviously false.

  The work were referring to in this complaint is from 2022 and 2023, long after the initial installation, to address faulty floor movement.
  Weve contacted **** several times to resolve this issue and were told repeatedly that someone would get back to us. We asked **** to fix, at no cost to us, the area of flooring that continues to move because it was installed incorrectly.  

  We finally received a call only after contacting the Better Business Bureau, when **** offered a free assessment of the floor movement problem, with us being responsible for any repair costs.

  This shows **** doesnt care about its customers or act in good faith.

  In short,Lunas proposed solution is unacceptable, and we ask the company to fix the faulty flooring at no cost to us.
  
  Sincerely,
  
  Larriesh Gee

  Business response

  05/29/2024

  We apologize for any inconvenience and thank the customer for their feedback.

  The local office is offering a courtesy one-time no charge assessment.

  The customer is to advise their availability to schedule the assessment.

  Customer response

  05/29/2024

   
  Complaint: 21716393
  
  I am rejecting this response because: While we appreciate the offer of a courtesy one-time no charge assessment, **** continues to avoid addressing the issue at hand. The assessment does not fix the faulty work it only will provide us with an out-of-pocket estimate. This is not a satisfactory resolution. We asked **** to fix, at no cost to us, the area of flooring that continues to move because it was installed incorrectly well after the initial installation, and they continue to avoid addressing this issue. We have spent months trying to get a satisfactory resolution and have been continuously put off.  After my last response to simply reiterate they would do a free assessment doesnt address our complaint at all. In response to an email we received from ******* with ****, I advised we updated our response to address the proposed solution.

  In short,Lunas proposed solution is unacceptable, and we ask the company to fix the faulty flooring at no cost to us. 
  
  Sincerely,
  
  Larriesh Gee

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am extremely dissatisfied with the flooring installed by **** in my home approximately 18 months ago. Despite assurances of durability and quality, the flooring has begun to come apart in multiple locations throughout the house. This situation poses a significant safety hazard, especially for our children, including those with special needs.When we reached out to **** for assistance, we were shocked and appalled by the dismissive response we received. Despite submitting photographic evidence of the damage, we were told that it did not fall under the 50-year warranty for the flooring. Moreover, we were informed that if we wanted someone to come out and assess the situation, we would be required to pay a $150 fee. This response is not only unacceptable but also deeply insensitive to the safety concerns of our family.As responsible homeowners and caring parents, we trusted your company to provide us with reliable and safe flooring solutions. However, the reality has been far from satisfactory. The fact that the flooring is failing after just 18 months of use is unacceptable, and the lack of willingness on your part to address the issue in a meaningful way is utterly disappointing.In light of these circumstances, we are left with no choice but to request a full refund for the cost of the flooring installation. We have lost confidence in your company's products and services and cannot continue to expose our family to the dangers posed by the defective flooring.

  Business response

  06/03/2024

  We appreciate the customer contacting us regarding their concerns. 

  This complaint has been forwarded to the manufacturer for review under their warranty for the product. Please be advised this process is currently several weeks for the manufacturer to reply

  Customer response

  06/07/2024

   
  Complaint: 21711250
  
  I am rejecting this response because: I am thankful that this issue is being sent to the manufacturer, however that does not mean the issue has been resolved. I will await a response from the manufacturer before closing out this complaint.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract on 12/19/20 for **** to install laminate flooring in my kitchen. Not even a year later the flooring was coming up or moving. I have had to call them back out to fix that issue twice. Then recently on 4/29/2024 I paid them $175 for them to come out and the transition strip because the staples they used were coming through the strip and I snagged my sock on it and so did my child. Now today 5/6/24 the problem is happening again I snagged my sock on a staple which I was told the staples were removed apparently not all. I would like a full refund and I will not use this company again!

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 5 & 6 and April 1, 2024 **** install** carpeting and *** flooring at my residence. The total charge should be $9,145.82 per my contract. Charges for the *** installation have not yet hit my ***** Fargo financing, despite the work being complet** for almost 2 weeks. Only $1,769.52 for the carpeting has hit the financing. The $6,826.80 + $549.50 for additional plywood has not hit.I call** customer service and email** at least 6 times in total, and they are showing that I owe an additional ~$5,000 in top of the amount I should owe. I suspect that someone typo-** $549.50 to $5,495 when entering the plywood on their side? Additionally, while the carpeting install hit my ***** Fargo financing, the *** installation hasn't been charg**. I'd love to get this sort** out, and be charg** the right amount. I am disappoint** that despite being assur** several times that someone would contact me in response, that I have yet to receive any response.

  Business response

  05/06/2024

  We appreciate the customer reaching out to us regarding their concerns. 

  We have spoken with the customer and they have confirmed that the correct amounts have been financed for both the carpet and vinyl planks orders.

  We apologize for any inconvenience and thank the customer for their feedback. 

  Customer response

  05/08/2024

   
  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,
  
  ***************************

  Customer response

  05/08/2024

   
  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

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** installed carpeting on my stairs and hallway on April 1, 2024. It was installed incorrectly and they had to reinstall in the hallway. On April 9, 2024, the same installer put in another carpet that did not match mine even though it was a similar berber. Another **** employee came back on April 13th, and took pictures, and agreed it was incorrect. I have been calling there and have not heard from anyone since. I will NOT pay for this if it is not installed correctly!! Thank you, ***********************

  Business response

  05/06/2024

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken to the customer and service for the carpet has been completed. 

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

  Customer response

  05/09/2024

   
  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. However, I feel that **** deceived me in giving me a berber carpeting that was CLOSE to the one I originally ordered BUT it was not the one I ordered.  I don't know if there was a price difference - they never told me.  No one had a work order that I could see with the exact product number of my original carpet.  I have a sample of the original carpeting in my garage, and this new carpeting is NOT the same carpeting that I ordered.  

  I'm just so tired of them coming to my house 4 times, and they still couldn't get it right!  I'm glad they removed all the carpeting and started over with new carpeting, even though I know it's not what I originally ordered.  I think I should have some sort of a discount on this carpeting since this was like a "bait and switch" deal!  They charged me $2,040.93.  I sent them a check on April 29, 2024 for $500.00.  I plan on paying this off within 3 months but I still feel since THEY switched the carpeting on me, I should get money off of the original amount.  

  Please let me know your findings when you contact **** again.  Thank you!

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 15, 2024, and the work began on March 20,2024. I contacted **** to Apply LVP flooring upstairs, main level and one room on lower level of my home. They also applied carpet on lower level of my home. I notice that all of the doors on upper level were more the then standard height from the floor. No plywood was added to make up the difference for the tiles that were in the bathrooms, therefore, leaving more than the standard height under the doors. Additional flooring was not recommended by the estimator upstairs as it was recommended on main level. I received 2 other quotes and both companies stated they needed to add plywood to sub flooring to raise the floors because of the tile I have in bathrooms. The transition from bathroom to bedroom is 1/2 in height which causes problems with iRobot vacuum, and cause harm to feet when stepping over threshold One of the companies was Empire which is parent company to ****. I contacted **** about the problem on March 21, 2024, and they sent the installer out to like at the problem on April 15, 2024.

  Business response

  05/02/2024

  We appreciate the customer reaching out to share their concerns.

  The installation manager completed a site assessment on Saturday, April 27th and agreed that plywood should have been added to raise the level of the flooring. We have agreed to remove and replace the flooring. The only cost to the customer is for the plywood and a discounted quote was offered for the customer's inconvenience. 

  The replacement is scheduled for Saturday, May 4th. 

  We anticipate a positive outcome and thank the customer for the opportunity to address this matter. 

  Customer response

  05/03/2024

   
  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,
  
  ********************

*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. ↩