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Business Profile

New Carpets

Luna Flooring

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Luna Flooring has 4 locations, listed below.

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    Customer Complaints Summary

    • 136 total complaints in the last 3 years.
    • 45 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/30/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.

       
      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. I will accept for now but this all going to depend on the outcome, as I have spent a lot of money 

      on this floor to have something like this happen. We will see what manufacturers come back with before I will close this complaint.
        
      Sincerely,

      *****************************

      d I do not have that kind of money to replace a floor again.

      Business Response

      Date: 12/05/2022

      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.

      This complaint has been forwarded to the manufacturer for review for claims under warranty.Please be advised this process is currently taking up to eight (8) weeks for the manufacturer to reply.

      We will contact the customer once the results have been provided by the manufacturer.

    • Initial Complaint

      Date:11/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased carpeting on all our rooms upgraded it to what they called the best within a couple months it was unraveling they sent a technician he came out cut out a square and put a new piece in which looked horrible now its unraveling in other spots the perfect square cutout is coming up and they claim my dog did this square they refuse to fix it told me I have to pay for the repairs.

    • Initial Complaint

      Date:11/28/2022

      Type:Product Issues
      Status:
      Resolved
      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.
       
      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,

      *************************

      Business Response

      Date: 12/05/2022

      The customer signed the contract including terms within the Notice of Right to Cancel that they may cancel this transaction, without penalty or obligation within three (3) days from the above date.  The contract was dated November 22, 2022. 


      The customer had 3 days to exercise their right to cancel, but waited 7 days to cancel, which is beyond the 3-day period.  Notwithstanding the contractual clause agreed by the parties, we have refunded the deposit in the amount of $465.00 for prospective customer satisfaction and goodwill.

      We appreciate the customer contacting us regarding their concerns. We have agreed with the customer to conclude the order. We appreciate the customers feedback and consider this matter resolved.

    • Initial Complaint

      Date:11/25/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
       
      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. They sent out LJM flooring to take care of the issues and install the other flooring. Thank goodness they sent them as they are an asset to ****/Empire. We will see if any other issues arise 

      Sincerely,

      *************************** unacceptable and would like my money back as I have lost pay from work for them not showing as has my wife and now there is more damage after repairs then before. I have pictures, text messages from installer and all documentation.

      Business Response

      Date: 12/01/2022

      We appreciate the customer contacting us regarding their concerns.

      The local office reached out to the customer and have scheduled a service to address the issues for Wednesday, December 7, 2022.

      Business Response

      Date: 12/14/2022

      The local office reached out to the customer to resolve.  

      The customer purchased additional areas to be installed the same day as the repairs will be made.

      The customer advised we stepped up and made things right and he was happy.

    • Initial Complaint

      Date:11/23/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      **** installed flooring in our entire house in October 2022. Shortly after installation I noticed some buckling and peeling . I contacted **** explained the problem and I was told some one would contact me. I have heard nothing from ****. Ive contacted them 4 times, the last time I called today I got disconnected. I need this problem fixed. I cant get **** tomrespind

      Business Response

      Date: 12/01/2022

      We appreciate the customer contacting us regarding their concerns.

      The local customer service manager reached the customer today as the customer advised she was having phone issues.

      The customer will provide photos so we can determine what needs to be completed to service.

    • Initial Complaint

      Date:11/16/2022

      Type:Order Issues
      Status:
      Answered
      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.

       
      Complaint: 18412547

      I am rejecting this response because: **** never apologized for me, they did not provide any remuneration for wasting my time, and they did not complete the job. I am holding ****/Empire accountable for sending a sales rep to my home to negotiate with me in bad faith and waste my time and money. It is unprofessional, unacceptable and should prosecutable. Furthermore, the message from ****/Empire notes I requested to have the order cancelled. I NEVER Cancelled the order. I always maintained that I wanted a refund for being directly lied to, and I STILL want ****/Empire to finish the job they said they would do for the price we agreed on.

       

      At current, I am still waiting for ****/Empire to finish the job they said they could and I am still awaiting an apology from a ****/Empire executive. Furthermore, because I am being treated with such total neglect and disregard, I will expect some sort of compensation for them insulting me with no communication and wasting my time/money. 

      Sincerely,

      *********************

      he consumer. I feel my rights have been violated and that **** has completely taken advantage of me. Luna Flooring are the professionals and they are the ones that misjudged and misquoted the scope of work. Why as the consumer do I have to pay for their mistakes?I was also told by multiple **** reps over the phone that If I just looked at page 10 of my contract, I would see language explaining that any extra scope of work added at time of installation is my cost and responsibility However, the language really just says moisture checking, its not clear! Here is what is says: "While installers will moisture-test concrete slabs before installing hard surface products, if testing requires corrective measures before the installation can proceed, this will be necessary at your expense."Furthermore, my contract was also not signed by me, it was signed by a PH? You will notice it does not bear the signature of ********************* anywhere on it. Sales Manager never mentioned anything about clause of eith

      Business Response

      Date: 11/21/2022

      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

      Date:11/15/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
       
      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,

      *****************nd that I was contacted to inform me of this. I have not been contacted by anyone from **** stating this.The stair tread is now loose and we have had a couple of slips and falls as a result. The floors that were run in the bathroom were not properly sealed around the toilet and cut very short of the shower which has caused leaking in the ceiling/light fixture below. Door thresholds are all loose and carpet wasnt transitioned properly and now existing carpet is beginning to wave as a result. All the stair risers were not cut straight, whatever adhesive they used has hardened and is a mess everywhere, floor boards are separating, nail pops are becoming visible, some planks were installed (hammered) to tightly and bridging in those locations, also whatever filler they used for gaps got onto our white base boards dying them.

      Business Response

      Date: 11/23/2022

      We appreciate the customer contacting us regarding their concerns.

      We have spoken to the customer regarding their concerns and reached a monetary agreement with the customer.

      We are processing the agreement and it can take up to 10 business days to process the refund.

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

    • Initial Complaint

      Date:11/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
       
      Complaint: 18390488

      I am rejecting this response because:  It's almost been 30 days and no updates from **** or the police department.  Whenever I contact ****, they say call the police and when I call the police, the response is its being investigated.  I don't feel that **** or police **** is doing anything to resolve the issue that **** release thieves in my home and a sizeable amount of money was stolen.  I feel this is an endless loop of nothing being done.  No updates, etc.

      Sincerely,

      ************************* 10 Oct, I called sales person ****** and he gave me a number for security. I called *****, Security and she took info on theft and said that **** would be working with police department to get this resolved. On Monday, I explained to **** rep that I did not want the same installers back in my home and I scheduled for a different set of installers to come on Saturday, 15 Oct. The installers finally completed the work. However, to date, nothing has been done by **** on the theft that occurred. They keep telling me to work with the police officer that took report. When I call for an update, it is being investigated. I do not believe **** or policey, or doiing anything about my claim, so that's why I needed to report to you. I am seeking restitution. I do not have supporting documentation or a photo of the coins.

      Business Response

      Date: 11/17/2022

      We appreciate the customer contacting us with their concerns.

      We take the nature of this claim very seriously and are fully compliant with the police investigation. All updates, regarding the investigation, should be directed to the police.

      We apologize for the customers experience and thank them for their feedback.

      Business Response

      Date: 11/30/2022

      We understand investigations can take some time, but we must respect the legal process.

      We have cooperated with all requests from the investigating officer and will continue to do so.

      The resolution of this matter will be determined by the authorities once the investigation has been concluded.


      Customer Answer

      Date: 12/01/2022

       
      Complaint: 18390488

      I am rejecting this response because:

       

      I have no clue what **** is doing to resolve my issue.  As long as this process is taking, I know that some poor person might have become a victim.  I am the victim and absolutely no one has been in contact with me, not the police or ****.  Whenever I contact the police the officer is either on leave or just not available.  I'd like a status update as to what has been done on my behalf.

      Sincerely,

      *************************

    • Initial Complaint

      Date:11/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 contracted **** to install Vinyl flooring for my living room , dining room, stairs and upper hallway. I was informed that this would only take one day. The installers showed up on Saturday 10-29-22 about 11am. They collected the full payment before they started working. They were here until 5:30pm and said they would have to come back and finish on Sunday. I called **** on Saturday (29th) and spoke with ******* about the service taking more than one day; she advised me that someone would call me within 24 hours to respond to my current issue. The installers came out on Sunday for a few hours to finish the stairs but they did not have enough material to finish the installment. They wanted my husband to sign a Certificate of Completion form even though the job was not finished. I told my husband not to sign and that I would call **** again on Monday. I called **** 3 times on Monday (31st) and spoke with 3 different representatives of Luna Flooring. Each person promised to have someone contact me, but again no response. As of this complaint I have not heard from ****. My installation is not complete and there are nails sticking out from the vinyl on the steps. I am very upset and disappointed !

      Business Response

      Date: 11/08/2022

      We appreciate the customer contacting us with their concerns.

      The completion of the install is scheduled for Wednesday, November 16th.

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

    • Initial Complaint

      Date:10/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Empire Today/ **** began installing carpet in my home around December 12, 2021. The installation was done in two phases. They installed Paradise Isle carpet in my living room first and installed Paradise Isle carpet on my stairs in a second phase. This was done at the suggestion of the **** sales representative. Paradise Ise comes in two colors. We wanted the dark Paradise Isle. The installers put the light Paradise Isle in the living room and placed the dark Paradise Isle on the stairs. I informed the Empire Today representative and my sales representative of the error. They sent a person out to visually inspect the carpet and my powder room toilet the flooring installer's broke while installing the vinyl flooring. He concurred that my toilet was broken and that I had two different carpets installed. I still have not been reimbursed for the toilet repair, which ****************** promised that I would be reimbursed in **** business days. I do have his email to prove this point. After getting the run around from December 2021 to May 2022, ********************************* decided to say the problem is a dye lot problem based on pictures. I am sending pictures with this compliant. ****************** overrode his company inspector who also verified that it is two different carpets the installers installed. I also had a carpet installer visit my home to visually inspect the carpet and he determined that the problem is not a dye lot problem. He has 40 years of experience in carpet installation. The resolution that I am seeking is to be reimbursed for the powder room toilet repairs, and to have the same carpet in my living room, which is in direct view of my stairs carpeting, match the carpeting on my stairs. I will attach copies of my contacts, and a picture of the carpeting. I do have emails from ********************************* also upon request.

      Business Response

      Date: 11/03/2022

      We appreciate the customer contacting us with their concerns.

      A manager has reached out to the customer to schedule service to replace the carpet. We are waiting for the customer to respond with their availability.

      A refund for the damage to the toilet was processed on October 31st.

      We apologize for the customer's experience and thank the customer for their feedback. 

       

       

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