Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/27/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On 7/1/2021, we signed a contract to purchase carpeting and have it installed in our home with Luna Flooring. At that time, we gave **** a deposit for the work for $3800.00. We arranged for the 1st stage of the installation for 7/17/2021. The installers arrived and told us there wasn't enough to do the job. They left without performing any service. We rescheduled the install for 7/24/2021. Despite confirming our appointment, no one from **** came to perform the installation. We called **** **************** twice on 7/24 and no one could tell us if or when they were coming to our home. I attempted to reach our representative multiple times that day for assistance without luck. We have notified **** in writing that we ae rescinding our contract and want an immediate refund of $3800. We requested confirmation they're going to refund our deposit. We have not received any work for which we paid them monies! We have not received any communication from **** per our request.Business response
08/05/2021
We appreciate the customer contacting us regarding their concerns.
This matter has been amicably resolved. We thank the customer for their feedback.
Initial Complaint
07/27/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello,I am a very frustrated customer who would like a refund. Just to give you a little bit of background info, I scheduled a carpet and laminate floor installation for May 24th and May 25th for my house at *********************************. Fortunately, the carpet was installed successfully. I requested laminate flooring in my basement, along with the stairs leading to my basement, and the contractor recommended carpet due to laminate not installing properly. My sales **** ************************************ came out and I reselected carpet for my basement and basement stairs and scheduled an installation date. Contractors were not showing up. I rescheduled 3 times and Ive had to take off of work and ******************* to accommodate ****. Im upset and would like a refund at this point.I have since requested a refund and ******* from corporate has assisted me and has informed me that my refund would be $3,290.34. I have not yet received my refund and I would like some more assistance please.Business response
08/03/2021
We appreciatethe customer contacting us regarding their concerns.
Per thecustomers request, the order has been canceled. We have refunded the fullamount of the deposit to the original payment method. We thank thecustomer for their feedback.
Initial Complaint
07/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had carpet installed in my entire apartment on July 9 2021 by ****. After the installers left, one of the closet doors fell off the tracks because it was not reinstalled properly and is unable to be reinstalled now because the tracks and door is damaged now. There is also a hole in one of the bedroom door because there was a door stopper placed in the door and the installers must have kept pushing it creating a hole in the door. There was also glue that I found that the padding was glued with and the glue is on one of the curtains. I contacted **** the next morning and emailed pictures of the damages. I have been contacting **** almost everyday since and have not heard anything back. I have spoken with many supervisors who have left messages for the local office, installation manager and marketing manager and I was told they would be following up with me within the next day. It has been over two weeks now and I still have gotten no answers. I keep getting the runaround each call.Business response
08/03/2021
We appreciatethe customer contacting us regarding their concerns.
We havecontacted the customer and resolved this matter amicably. We thank the customerfor their feedback.
Customer response
08/06/2021
Complaint: 15699352
I am rejecting this response because:
I was only offered $300 for all the damages. I was told by ******************* that if I got an estimate from any company they cannot guarantee that they will honor the price. I only agreed to the $300 because I get like I had no other choice. The cost of just closet tracks, bedroom door and a new curtain panel was coming out to around $200 (just for materials)and this was just from me finding the cheapest options anywhere online. After that, I have to get the bedroom door painted as they only come primed. I have to hire someone to install the new door and tracks and paint the door. I cannot find anyone that is willing to do this work for just $100.
Sincerely,
*********************Business response
08/18/2021
This matter hasbeen resolved amicably. We thank the customer for their feedback.Initial Complaint
07/27/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Luna flooring Salesperson came out and contracted for flooring to be installed on 07/27/2021. On 07/26/2021, after 5pm received a phone call from installers advising that they did not have Installers available for the install and left message saying install would have to be re-scheduled for at least a week later, which is not acceptable due to sale of home. Attempted to call installation center, they will not answer the phone or return phone calls. Called **************** who says they cannot resolve the concern. Requested to speak to a Manager and was put on hold and then hung up on. Attempted to call again and requested to speak to a Manager and was put to voicemail and received no call back.Business response
08/03/2021
We appreciatethe customer contacting us regarding their concerns.
Service was completed.We apologize for any inconvenience and thank the customer 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.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
333 Northwest Ave
Northlake, IL 60164-1604
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
233 total complaints in the last 3 years.
43 complaints closed in the last 12 months.