ComplaintsforLuna Flooring

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** 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. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased carpet and was told that I had a 10 year warranty on my carpet. When I made the purchase I was told that the warranty covers pet stains, wine, etc. My cat vomited on the carpet, we cleaned it up and had the carpet cleaned, the stain did not come up. I reached out to **** several times before I got a response and when they finally responded they said Pet stains were not covered. I asked exactly what is covered for pets then, The rep told me that urine, f**** and vomit are excluded. I then asked what is covered for Pets then and told her that was false advertisement, I was told I should have read the fine print on my contract. I purchased from them because of the warranty and was mislead!! I will never shop with them ever!!

  Business response

  07/03/2024

  We appreciate the customer contacting us regarding their concerns 

  While some pet stains may be covered under the manufacturer's warranty for the product, stains from pet vomit are excluded. We have offered to schedule an in home estimate to provide the customer with a quote should they want to have new carpet installed. 

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

  Customer response

  07/03/2024

   
  Complaint: 21852562
  
  I am rejecting this response because: nobody offered to come do anything!! I was told urine wasnt covered, I said its not urine it was vomit. I was then told that wasnt covered either. I asked what is covered for pets then, nobody can give a clear answer!! I spoke to somebody else who said urine was covered but what I was sent says its not!! They are misleading customers when they say coverage for Pets when they truly dont cover any type of pet stains!! I was told a big fat lie!!! They need to stop giving out false information to get sales!!! 
  
  Sincerely,
  
  *********************

  Business response

  07/15/2024

  Per the manufacture warranty attached, pet f**** and vomit are not covered.  As the customer's concern is for vomit, this is not covered under the product warranty.

  We have offered to replace that area on a new contract but the customer declined our offer.

• 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!

*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. ↩