Complaints

This profile includes complaints for Luna Flooring's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Luna Flooring

  333 Northwest Ave Northlake, IL 60164-1604

  
• 

  Luna Flooring

  7760 Doane Dr Unit 135 Manassas, VA 20109

• 

  Luna

  7484 Candle Wood RD, Suite A Hanover, MD 21076

  
• 

  Luna Flooring

  57 Littlefield St Bldg D Avon, MA 02322

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had all our floors redone by ****. I recently took the draw out on the bottom of my stove to find half of the old flooring. We were NOT told by **** that this half of the floor under the stove would remain untouched, and I was shocked to find this. We are easy-going, and would have disconnected anything that was asked of us, and move the stove as required.I asked **** to finish the job and they refused. Someone named ******* was supposed to call me back but he never did. I paid for a service that was not completed.We paid **** in full.Thank you for your help. It is much appreciated.**** ****** ************ *****************

  Business Response

  Date: 07/08/2025

  We appreciate the customer contacting us regarding their concerns. 

  A service to correct the issue was completed on Wednesday, July 3, 2025.

   

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** floors installed defective carpeting in our office space on May 5, 2025 and within a few days we noticed a hole in the carpet after we moved some furniture. Then we also noticed that little pieces/threads of carpeting was coming up. After notifying the salesman of our dissatisfaction with your product (possibly defective) we contacted your salesman and he returned to our home a few days later at which time we selected a laminate flooring. He then advised that we would be contacted shortly thereafter by someone in your company with the adjusted cost of the new laminate floor and a date of installation. Despite numerous calls to the salesman and 2 contacts from someone else in your co. promising to get back to us with the requested information, we have yet to receive a call one of your **** with the cost of the replacement floor and a date of installation. We believe this simple matter should have been resolved weeks ago, but it continues to drag on to this day-June ******.We appreciate any help you can render in this very aggravating matter.Sincerely yours, *** *******/***** ******* *************)

  Business Response

  Date: 06/20/2025

  We appreciate the customer contacting us regarding their concerns. 

  The ************* Service Manager contacted the customer and have come to an amicable resolution.

  The customer agreed to change the carpet to luxury vinyl plank and pay a minimal charge.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Luna flooring did not complete the job and now they are taking legal action to collect. They still have supplies in my home and I can show photos to prove that it was not done. My husband and I reached out to them several times to get it finished but they never reached back out to us. We left it alone. This happened in 2021 and now in 2025 they are asking to collect $5,476 on an incomplete job.

  Business Response

  Date: 06/30/2025

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken with the customer and offered a fair and reasonable accommodation regarding their concerns. The customer has accepted and we are in the process of sending via check. 

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

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23454790
  
  I am rejecting this response because: the amount that was offered as a refund will not be the amount it will be to get the job completed. They never mentioned if they are going to continue with trying to collect funds for the unfinished project. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 07/08/2025

  We attempted several times, after installation of the completed areas, to schedule the remaining foyer. Unfortunately, the customer became unresponsive until now. As the material was never installed, and is no longer available, a refund for the foyer was processed based on the amount it was contracted for in 2021.

  We are showing the order is paid in full for the completed areas. The customer chose to finance a portion of this installation and she will need to contact the financing company regarding any amounts owed to them directly.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 22, 2024 I entered into a contract with **** for laminate flooring to be installed throughout my home. The cost for the installation and the **** Service Plan totaled $7,722.93. The floors were advertised as able to withstand normal wear and tear, spills etc. as at the time of contracting the salesman saw that I have 2 toddler boys. After learning about the product and the additional service plan for added protection we entered into a contracr. On or about May 9, 2025 I fell ill with food poisoning which caused me to vomit in master bedroom I cleaned my floors with water and fabuloso and the next day the part where I cleaned the floors began to buckle and warp. I immediately reached out to **** to which the same installer came out and asked if any water damage to which Replied no and told him about me being ill and cleaning and floors buckled the very next day. I also noticed the transition strip came completely up and that further indicates installation issue. **** has refused to comply with its manufacturing warranty, its service plan, failed to make on its promise that these floors are durable and have acted in bad faith by requiring customer to pay an additional $2k to fix the installation they created.

  Business Response

  Date: 06/03/2025

  We appreciate the customer contacting us regarding their concerns. 

  An assessment was completed on May 15, 2025.  The results indicated site-related moisture damage.

  The local area customer service manager provided a cost for a billable service to repair as the damage is not covered under warranty.

  The billable repair cost is valid for 30 days.

   

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23382973
  
  I am rejecting this response because: they did not provide the supposed moisture readings. Furthermore, there was no flood to make such damage. Lastly, I purchased a service plan that covers the damage and they are required to cover such damage.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 06/10/2025

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

  A claim was submitted to the customer's service plan and was approved for repair.

  The local office has reached out to schedule the service with the customer.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23382973
  
  I am rejecting this response because: I called to schedule a date for them to come and fix my floors and they keep saying ******* ********, the unresponsive manager is working on it and refuse to schedule my appointment, despite telling me to call and schedule an appointment. It has been over a month and the company is clearly acting in bad faith. 
  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:05/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Luna flooring has failed to honor their warrantee with product and installation. the installation was performed September 2024 with one year installation warrantee. A couple of months later the flooring started lifting. After a visit from the same person who installed it he agreed that the floor needed to be replaced due to installation and product defect, and he was going to ordered all materials needed. A week later **** contacted me a person named ***** told me that I had to pay for an reinstallation. When I explained what the installer told me he didn't have a response. I contacted the sales person and explained the situation he told me that what **** was doing wasn't right and to contact their customer service. After numerous complaint they have failed to honor their contract.

  Business Response

  Date: 05/22/2025

  We appreciate the customer contacting us regarding their concerns. 

  The results of an assessment came back as  installation related due to leveling issues.  

  A replacement is set for Tuesday, May 27, 2025.

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3-13-25 My whole total for the work that **** was going to do was 5400. They charged me over 6400.When they came to do my carpet, they said I still had a balance of $1034.99 which was weird because it was completely financed so I shouldnt of had to pay anything out-of-pocket but I paid it. 20 minutes after paying I called Luna flooring to see why I had to pay that and they said that they messed up and charged the wrong amount for the service and said I would receive a refund in up to 10 business days I called back 10 business days later and when I called, they said that nobody issued the refund and nothing was put through so they hadto put it through again. They said I would receive it in 10 business days again.I just called back on April 23 which is now a month and a half later and the refund still is not through and at this point Im still going to get flooring done by them later this month because we are waiting on cabinets to get installed to do the rest of the flooring. And Im not even sure if I want them to come anymore with this taking a month and a half.

  Business Response

  Date: 04/30/2025

  We appreciate the customer contacting us regarding their concerns. 

  We adjusting the payment information for the customer. We have refunded the amount to the original payment method. 

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

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is so not me but I am being treated so unfairly by ****/ Empire Today. I purchased floor from this company in May of 2023 by August of 2024 my LVP unlocked separated in my family room, the floor is unbalanced in both my family room and kitchen. I reached out to them and asked to schedule an appointment for inspection. Of course a year before they went above and beyond to get my contract. A year later after purchasing a service plan with them for both my carpet and my LVP flooring they want to charge me. But thats not the surprising thing their manger of the customer service department was extremely rude and basically told me he was the last person I could speak to and thats that. I have proof that I have an extended service contract and an email stating that I have a two year ******************* warranty. I have been suffered emotional distress and anxiety because Ive been disrespected and treated harshly by their area customer service manager.

  Business Response

  Date: 05/08/2025

  We appreciate the customer contacting us regarding their concerns. 

  An assessment was performed on May 7, 2025. 

  Service for repairs is scheduled for Tuesday, May 13, 2025.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The flooring is nice as is the majority of workmanship. The pictures show the inconsistency in the trim work. Most strips were removed, then shoe moulding and some areas were caulked. Others were not. The mix of white and ***** molding doesn't work. They put new flooring on a warped floor in the hall bath. I have called numerous times and was most recently told that they would come out but would be charging me $300. They need to clean up their trim work and repair the bathroom floor. I am still surprised that they thought it would be OK. I just want them to finish the job.

  Business Response

  Date: 05/06/2025

  We appreciate the customer contacting us regarding their concerns. 

  The local office contacted the customer and scheduled service under the labor warranty for Monday, May 12, 2025.

  Customer Answer

  Date: 05/16/2025

   
  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. The repairs were completed on Monday May 12th. Thank you for helping resolve this issue.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently hired **** to install new hardwood floors in my parents condo. The sales *** was wonderful to work with during the intital pricing process. He immediately disappeared the minute we started having issues and would not return any calls or help with the matter. The first lie was he was very familiar with the condo association as he had performed many projects there. When the crew showed up for the work, they had never been to the building and did not know any of the rules behind making ***airs there. They also tried to upsell me trim for the entire project and stated they could not do the work without the trim. I told them the sales associate gave me an all in price for the work and they should take it up with him. After about an hour of fighting they decided to perform the work for free. They then performed the work over a 2 day period and left without letting me inspect the services. When I did return to the unit, they had basically damaged every door and every wall in the unit with their careless actions. You could tell they hit the doors with the wood they were installing.When I called **** to complaint, they seemed very responsive at first and told me they would have someone call me on next steps. A few days later I received a call from a ***resentative telling me there was nothing they could do because the fine print in the contract stated minor damages can occur with this service. I don't consider damaging every door and every wall minor damage. See pictures attached They also tried to charge me for the extra trim after the job was completed and I had to call and complain about that. Very disappointed with the overall service as I grew up watching the commercials as child for ****. I would not recommend them for any project and am looking for financial help for the damaged doors . I feel they lied during the entire process and the work is terrible. Looking for $750 refund

  Business Response

  Date: 04/24/2025

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken with the customer and offered a fair and reasonable accommodation for the damage. The amount has been refunded via the original payment method. 

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

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted **** back in November ****************************************************** February 2022. I had a contractor take a look at it thinking a few panels could be fixed however he told me the whole floor would need to be replaced. It was not installed correctly. When the inspector from **** finally came in January 2025, he also agreed the floor needed to be replaced. I paid the $175 for that inspection. The inspector said we will hear back from ****. After multiple attempts at calling and many emails, I still have not heard back to this date. I am looking for a resolution to this issue. The floor needs to be replaced and I do not feel I should be responsible for this cost. The floor endured very light use from one person for the period of 1.5 years. I hope the company can stand by their product and work. I appreciate any support to resolve this. Best, ***** *********

  Business Response

  Date: 04/16/2025

  We appreciate the customer contacting us regarding their concerns. 

  Per an assessment performed on February 6, 2025, we will provide a full replacement.

  Once the customer reselects a product as what they have is no longer produced, we will proceed.

  Customer Answer

  Date: 04/28/2025

  Complaint: 23138425
  
  I am rejecting this response because: ****/Empire has inspected floor and has stated will replace the flooring. We have picked the replacement and now waiting on the installation. I did not respond until after a representative came to look at the floor. That was the original issue regarding communication so wanted to ensure that piece was done. I will follow up once the work has been completed. I have no set date yet for installation.
  
  Thanks.  
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 05/02/2025

  We appreciate the customer contacting us regarding their concerns. 

  The local office has contacted the customer and resolved the matter amicably.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23138425
  
  I am waiting on the floor to be installed to close this case out. Originally, it was to be replaced and now we do need to pay a $500 difference due to the change in floor product and sign an agreement that we wont pursue legal action so need to have an expert take a look at the document. I just want to ensure it is installed properly so the product will last for years to come.  Due to my age and English not being my first language, I want to ensure I understand what I am signing. 
  
  Sincerely,
  
  ***** *********