Business Profile

New Carpets

Luna Flooring

Headquarters

Complaints

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

Customer Complaints Summary

135 total complaints in the last 3 years.
44 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.

Initial Complaint
Date:09/19/2022
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 have attempted to settle it through the Office of the ******** Attorney General but I hear nothing for months on end literally or nothing back at all. **** finally reached out back to me but only to offer me to pay $750 to fix THEIR error.
Business Response
Date: 09/23/2022
We appreciate the customer contacting us regarding their concerns.
We installed hardwood flooring for the customer in October 2019. We were next contacted by the customer approximately one (1) year later regarding concerns with the hardwood flooring.
We inspected the flooring on October 20, 2020, and determined the flooring had been damaged by moisture. Such site-related damages are not covered by warranty. As such, we provided the customer a fair and reasonable quote to repair.
Customer Answer
Date: 09/26/2022

Complaint: 18047086

I am rejecting this response because:

Complaint: 18047086

I am rejecting this response because:
The pictures submitted clearly that there was mold PRIOR to the floors being installed. They did not attempt to contact me, hence, my various emails stating that I had been attempting to contact them. They refused to provide me with a copy of the results. My concerns was that the floors should NOT have been installed if mold was present. I should have been informed. I also spoke to the person they sent out to look at the flooring after many of my calls for them to respond and the installer himself told me that he DID advise them that the floors should not have been installed and that they needed to be replaced. I have heard absolutely nothing about from this gentleman. I also believe he has been with them for years as he is the same person that installed my first floors several years prior to this installation. Nonetheless, the floors should NOT have been installed unless I had been notified. The pictures clearly show mold PRIOR to the floor being installed. Please have them send proof of emails of calls that they were attempting to contact me. Have them address the issue about the mold being present BEFORE installation. My husband takes pictures of before and after all projects and thank GOD he took pictures. It wasn't until this entire issue came up that we were able to see the mold in the pictures WITH THE INTALLER IN the pictures.

Sincerely,

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

Sincerely,

****************************
Business Response
Date: 10/03/2022
We provide no such inspection nor testing services as the customer claims they expected. Such testing is well out of the scope of services we offer.
We inspected the flooring approximately one year after installation and found it to be damaged by moisture/liquid. Such site related damage is not covered by warranty.
We thank the customer for their feedback.
Customer Answer
Date: 10/04/2022

Complaint: 18047086

I am rejecting this response because: their response is false. Please see the email dated (and previously provided and are part of this record) on January 6, 2021 from **** advising me they will be sending over the tech to do the moisture readings with their machine. The warranty has nothing to do with it. THEY INSTALLED THE FLOORING KNOWING THE FLOORING WAS BAD. The pictures previously provided as ********** that. You can not refute these claims, they are all in the emails from your own company.

Sincerely,

****************************
Initial Complaint
Date:09/16/2022
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.
Date of transaction: 10/18/2021 Date of installation: 11/8/2021 Activity ID: ************ nature of dispute: we have a two year warranty on the flooring that was installed. It has been less than a year and part of the flooring has started buckling. An inspector came out and reviewed the flooring on 9/9/2022. The inspector said that **** is not responsible for the damage since the warping is due to "sun damage" from the back door. It is clear that sections of the floor are not exposed to the sun light yet it still shows damage. **** refuses to honor the warranty and has suggested that I find a 3rd party inspector (at my cost) -- if they find a different result, they will (supposedly) honor the warranty.I don't trust what they are saying -- I requested a supervisor call me and no one has reached out.The installers were great to work with but I would never recommend this company for any flooring based on how the business treats customers. I feel I was lied to when I signed the agreement for the work when I was given assurances regarding the quality of installation and the products.
Business Response
Date: 09/23/2022
We appreciate the customer contacting us regarding their concerns.
We installed carpet and vinyl plank flooring for the customer in early November 2021.
We were next contacted by the customer approximately nine (9) months later regarding concerns with the vinyl plank flooring. We inspected the flooring in early September and determined direct sunlight is causing the issue with the flooring. While such site-related damages are not covered by warranty,we have submitted the inspection to the manufacturer for further review.
We thank the customer for their patience while the manufacturer reviews.
Customer Answer
Date: 09/26/2022

Complaint: 18037232

I am rejecting this response because: I was contacted by the business corporate office on Sept 20th. They stated that they would contact the manufacturer since there is no such provision in the warranty that excludes sun-damage. Also, I stand by the statement that the damage is either installation related or product manufacture related. Many of the areas we reported as "damaged" do not receive direct sunlight. Also, there are other areas in the floor that do receive direct sunlight that have shown no problem.
This issue is not resolved. The corporate office said that they would follow up with me within 2 weeks.

Sincerely,

*******************
Business Response
Date: 10/03/2022
The manufacturer is still completing their review of the concern. We thank the customer for their patience.
Business Response
Date: 10/18/2022
We've forwarded the customer's information to the manufacturer for review for claims under warranty. We thank the customer for their patience.
Customer Answer
Date: 10/18/2022

Complaint: 18037232

I am rejecting this response because: the issue is not yet resolved. This has been dragging out and in the interim, my disabled wife struggles and trips on the lifted planks. I need this resolved ASAP.

Sincerely,

*******************
Business Response
Date: 10/24/2022
The manufacturer has reviewed and denied the claim. We've attached a copy of the manufacturer's determinization regarding the claim.
We are happy to offer paid service to the customer for the needed repairs.

Customer Answer
Date: 10/25/2022

Complaint: 18037232

I am rejecting this response because: **** refuses to accept any fault. The flooring manufacturer has claimed that this is not a defect in their product. ****** inspector claims that the damage is due to direct sunlight on the flooring yet most of the damaged areas never receive direct sunlight (it should be mentioned as well that areas that do receive direct sunlight are fine). I contend that if the flooring is not defective, the installation was. **** has refused to send someone to review the inspection given the disingenuous findings reported by their inspector.

I started this process over a month ago. **** now wants me to hirer a 3rd part inspector (at my own cost) -- if their findings are different than their inspector, they will then resubmit it to the manufacturer (who could then deny it again). I was told that this process could take up to 60 days.

In the interim, my wife (who has MS and has difficulty walking) has been tripping on the raised planks. I see this as a critical need to rectify but **** accepts no responsibility nor is willing to accept the possibility that there could have been an installation problem.

I would never do business with **** again nor would I recommend them simply based on their unwillingness to honor their warranties for the products and services they offer.

Sincerely,

*******************
Business Response
Date: 10/31/2022
The manufacturer has reviewed and denied the customer's warranty claim.
We have offered a fair and reasonable cost to the customer for the needed repairs. If the customer wishes to dispute the manufacturer's determination, they would need a 3rd party certified flooring inspection.
We are happy to forward the certified inspection to the manufacturer for review once received.
Initial Complaint
Date:09/15/2022
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 purchased a new home in January and decided to call Luna flooring for the replacement of 2 rooms , the total cost of the floor was $4389.00 I was shown sample of hardwood flooring and agreed to the purchase, but I do not believe I received Hardwood.. I had the floors installed in the kitchen, and dinning area. Installers came out to install the floor on April 16, 2022, by the beginning of June I had noticed that some of the planks were cracking, and look a bit worn out. I contacted **** and explained the issues they then sent out a inspector in late July, However they have denied to take any responsibility for the poor workmanship, and product that was laid out in my home. They have stated to me if I did not agree with there inspection, I could get a third party inspector, I did get a licensed contractor that came to see the floor and stated that the product had some defected areas on the product that was installed I have tried to hire a third party inspector, but they are extremely expensive and not in my budget to do so. I merely am asking that they come out and replace the floor with the product that I thought I was receiving. and a product that is not defected. They stated it is due to maintenance however the floor has only been in my home less then 60days. There is no way I can agree with their findings. Thank You
Business Response
Date: 09/23/2022
We appreciate the customer contacting us regarding their concerns.
We installed hardwood flooring for the customer in mid-April ****************** six (6) weeks later,the customer contacted us regarding concerns with the flooring. We inspected the flooring and submitted for warranty review in late-July.
The manufacturer has declined the claim, stating the conditions are maintenance related. Such site-related damages are not covered by warranty. We thank the customer for their feedback.
Customer Answer
Date: 09/27/2022

Complaint: 18030949

I am rejecting this response because:

Sincerely,

***************************
I am still disputing the response waiting on my third party inspection to come back...
Business Response
Date: 10/03/2022
We look forward to reviewing the customer's inspection report once available.
Customer Answer
Date: 10/07/2022

Complaint: 18030949

I am rejecting this response because: I have received my third party inspection and there are major issues with the workmanship, installation, and poor quality flooring.
I am requesting a whole new installation, with a more durable product flooring, or a full refund.

Sincerely,

***************************
Business Response
Date: 10/18/2022
We've forwarded the customer's information to the manufacturer for review for claims under warranty. We thank the customer for their patience.
Initial Complaint
Date:09/09/2022
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 is currently installing hardwood floors in our home. They hit a gas line with their nail and staple guns. I called Lunas customer service and was called a liar. We have to have emergency plumbers come to our home on a Saturday. We currently do not have gas in our home. The gas smell was so bad it almost killed our dogs and one of our kids who were home in the basement. I asked **** service who pays for this and I was told you do and you can submit it and after review of 5 to 7 days you might be reimbursed. So you want us to pay several thousand dollars out of pocket foe their error. I currently have a headache and so does my spouse. I asked **** service who pays medical bills. They again said you do. I am disappointed to say the least. No one cares they hit a gas line and the workers even said their bad. We are not signing for the flooring.. we should be contacted immediately by someone who can assist us and not be charged foe the flooring and they should pay upfront for the repairs to our gas line. **** tried to kill myself and my family today including our 3k each dogs.
Business Response
Date: 09/16/2022
We appreciate the customer contacting us regarding their concerns.
A manager has contacted the customer and we have agreed to cover the out of pocket expenses.
We apologize for the inconvenience and thank the customer for reaching out to share their experience.
Initial Complaint
Date:09/04/2022
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 Sept 20, 2021 I signed a contract with Luna Flooring to install new hardwood flooring in my home at the cost of $26,900.67. I was paid in full at the time of the instillation. When I selected the flooring I was assured that the wood for the first floor would match my home. It does not. When I selected the flooring for the second and third floors, I was told that it had multiple finishing layers giving it fade resistance, water resistance and high durability. What I found was that the second and third floor hardwood were not water resistant or durable in the least. Im fact, within months, the wood finish started peeling off of the hardwood in multiple rooms. The wood that I was told would match on the first floor did not match at all. It turns out that the hardwood that was installed was defective and did not have the finishes that I was promised. In addition, the installation caused most the recessed lighting on all three floors of my house to detach from the ceiling. I have unusually high ceilings so I cannot fit the issue myself. I contacted **** back in May of 2022 and made many, many, subsequent calls to try to resolve the issue. I finally got traction and was communicating with someone, but when they realized how big the job was to correct the problem, communication stopped. **** has a satisfaction guarantee that includes replacing flooring for any reason but they are refusing to honor it by cutting all communication with me. On August 25th I informed them that I would be contacting the BBB if the issue was not resolved. They did not respond, even then. This is the issue number: OLNTAAI468
Business Response
Date: 09/13/2022
We appreciate the customer contacting us regarding their concerns.
The local customer service manager contacted the customer.
The local office is working with the customer to come to an amicable resolution.
Customer Answer
Date: 10/03/2022

I would like the case reopened because I do not trust this company to resolve the issue in a timely manner. They put me off for over 6 months and only responded when the BBB researched my complaint.

The last response was that they would come and do an inspection so that they could resolve it. It took us a month to get to this point. They insisted on me sending pictures then were unable to receive them. When they finally did receive them they insisted on sending someone anyway. I have no faith that this issue will be resolved - I believe they will inspect and find some way out of fixing the problem or insist that I pay for part of the repair. Until they have agreed to do the repair, in full, on their dime, I am not satisfied
Business Response
Date: 10/12/2022

We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.
The local office performed an assessment on October 3, 2022.
Assessments are 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.
Customer Answer
Date: 02/21/2023

Complaint: 17918269

I am rejecting this response because:
Again, I would like to reopen this complaint. The company is refusing to honor their satisfaction guarantee and refusing to correct the problem other than a single board which has been damaged. They either need to replace the entire installation or have it refinished so that it is water resistant. Any claim that their policies or products are advertised otherwise is null considering it has been since 2021 that this complaint has been open. They may have changed policies and product advertisement since then, in response to my complaint since it was such a large installation. I have been taken advantage of because I followed the proper channels.

Sincerely,

***********************************
Initial Complaint
Date:08/30/2022
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.
My complaint is in regards to compensation for a delayed project. On 8/22/2022 I had a **** Sales representative provide an estimate to replace the original rug on the staircase and landing in my condo with laminate flooring. I was given an installation date of 8/26/2022 somewhere between the hours of 8AM and 6PM and that the project would be completed that day. On the day of installation, I was never contacted by the installer for an ETA and needed to call **************** for additional information. I was told the installer would arrive around 1PM. The installer arrived at 3PM and informed me this would be a 3-hour job. At 8PM, the installer was still working and my family needed to eat dinner, so I went out and bought food for everyone on my dime, including the installer, as I did not want to eat in front of them. At 9PM, the installer informed me that they had run out of materials for the installation and would need to return at another date. I contacted **************** and opened case ************ to address the delayed installation and request compensation. I was given a new installation date of 8/30/2022. Over the weekend, I had to deal with an unfinished stairway, which is the main reason for my complaint. With nails/staples exposed from the unfinished job where they had torn up the rug but not finished the floor installation, I was left with covering the space using my own materials (e.g. towels, blankets, etc.) that were then damaged in the process. On Monday 8/29/2022, I called the **************** reps three times and was told I would get a call back about compensation each time, but never did. On 8/30/2022 a different installer than the original installer arrived to finish the job, resulting in lower quality work (e.g. gaps, etc.). I also needed to take an additional day off from my work to accommodate this unplanned work. After three calls to **************** on 8/30/2022 and promises of return calls, I am no longer receiving any contact from ****.
Business Response
Date: 09/06/2022
We appreciate the customer contacting us regarding their concerns.
The local office has contacted the customer and resolved the matter amicably.
Initial Complaint
Date:08/27/2022
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 reached out to **** on May 14, 2022. They connected me with a sales associate named ***. She called me to ask what I was looking for. As I shared with me that Id be removing my kitchen island and wanted to fill in that floor to match my existing floor, *** stated that she did not need to come see it since I knew the product and the amount needed. We talked through all of the details, and I shared with her that I bought the place a year ago with this floor already installed. She shared that this project would not be a problem, even detailing that they could mix the new pieces of hardwood into my existing floor so it didnt stand out. She sent me a quote on **** about 80 minutes after we spoke on the phone. The quote was texted to me and is attached here. I shared with *** that I wouldnt order yet because I needed to meet with my contractor. Without the floor, I couldnt do this project. *** told me to reach out to her once the project was confirmed. I did, and was told to reach out the week of to order. I texted *** on August 4, 2022 that Id like to order the product. She responded saying that she could place the order. I didnt hear back, so I reached out on August 9th and again on August 25th. On August 26th, *** texted me Sorry we dont do patch work and proceeded to tell me the job could no longer be done. I have called to speak with a manager and have been bounced around to 4 different departments. Nobody has even apologized, let alone rectified their error. I have asked to purchase the product for the cost of product and installation, and Ill install myself. They wont allow this. I have spent thousands of dollars already on other products that can no longer be used and will have to pay more to have things fixed. **** should never have sent me a quote if their policy is that they dont do patch work. I expect that **** will correct their error and complete this project as promised 3 months ago.
Business Response
Date: 09/02/2022
We appreciate the potential customer contacting us regarding their concerns. We have informed the potential that since we are a full service flooring provider we do not offer the option to sell material only. The scope of work request is also not a service we provide. We are sorry we cannot meet the consumers need.
Customer Answer
Date: 09/07/2022

Complaint: 17785922

I am rejecting this response because:this is not doing anything to solve the issue. As I originally stated, I was quoted for the work to be done. If that was is not within their scope or against their policy, they should have stated that from the beginning instead of giving the quote. I expect the project to be completed. I am willing to settle for either them to complete it or provide the product. I am aware that it is against their policy to just provide the product, which is why Ive asked them to install it. Continuing to tell me it is against the policy isnt solving this. A good business stands behind their sales associates word, even if it was a mistake. Not honoring the word of a sale associate it wrong.

Sincerely,

***********************
Business Response
Date: 09/16/2022
We are unable to service flooring sold to a previous customer.We apologize for the inconvenience.
Initial Complaint
Date:08/08/2022
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.
We had a contract for a one day install to take place on July 18,2022. We were notified that morning that they could only do part of the job and would be back that Saturday. On Saturday, the 23rd, a crew came out of 5 people. They worked on our stairs and, cut our stair treads too short- they are all now varying lengths and not to code. **** floor continues to send people to our house and everyone agrees that the job needs to be fixed but no one is getting it done. We live in a split level home and we cannot have a rail up until the matter is resolved. Our children have nearly fallen the 8 foot plus drop and this is the worst experience we have ever experienced. We would like this matter resolved with a new staircase that meets code.
Business Response
Date: 08/09/2022
We appreciate the customer contacting us regarding their concerns.
A manager has contacted the customer and scheduled an inspection for Wednesday, August 10th. We will be accountable for all repairs needed to correct the damage.
We apologize for this inconvenience and thank the customer for bring this matter to our attention.
Customer Answer
Date: 08/14/2022

Complaint: 17687742

I am rejecting this response because: while **** floor did send a contractor to rebuild
our stairs, this one day job turned into eight separate occasions of needing to be home for this job to be completed. We missed our vacation, our children's safety was at risk (no railing because we were waiting on stairs), and we had to rearrange our lives for a month to accommodate a company that did not stand by their contract. We are seeking compensation/a refund due to the stress and burden this has put on us. Not to mention our top stair is still loose.

Sincerely,

*********************
Business Response
Date: 08/23/2022
Per the customers request, we have come to an amicable resolution regarding the installation project.
We apologize for the further inconvenience.

Customer Answer
Date: 08/26/2022

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
Date:08/03/2022
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.
Originally had them out in 2021, salesperson was kind and patient. When the workmen showed up is when everything went south. First guy tells me he can't install because the floors are uneven from room to room. So I had to reschedule and even the floors out myself. Next guy shows up and says I shouldnt have done that they could've made it work. Oh and he had the wrong materials. Rescheduled again and 3 months later finally got the work done. Poorly. Stair tops are about 80% uneven. 4 yr old goddaughter tripped on one, broke it off in Feb, called them and asked them to come fix it. 1st guy shows up WITH THE WRONG MATERIAL. 2nd guy shows up a month later WITH THE WRONG MATERIAL AGAIN. 3rd guy shows up 2 months ago and says HE GOT THE WRONG MATERIAL TOO! He says he'll send someone to replace all the stairs. Got a call a month ago saying they'd be here today, NO SHOW. One of the worst mistakes of my life is hiring this company. $7k & 2yrs later my floors are an embarrassment.
Business Response
Date: 08/12/2022
We appreciate the customer contacting us regarding their concerns.
The local office recently completed an inspection of the concerns, and the customer will be contacted shortly regarding next steps.
We thank the customer for their patience during this process.
Initial Complaint
Date:08/03/2022
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 paid $6,800 for our hardwood floors. We've since had issues with our flooring since getting it installed a few years ago. The first issue happened less than a year after getting the flooring installed. The floors were chipping and cracking on either side of the floor boards. **** came out and explained that they didn't want to cut the floor board to install a new piece of flooring because it wouldn't look seamless. Instead, they gave us markers and wax crayons to fix the issue. We chose the later. This did not solve the issue and we've been dealing with this problem for over 3 years now. We noticed last month that when the floors were originally installed that the installers never finished the quarter round across the door and there is a hole about the size of a half dollar. We now have a mouse that got in through the hole due to the installers not completing the work. I called **** to get someone to come out to fix both issues and was told that a $175.00 fee would be attached to assess the issue since the installation warranty is over. I was told that the floors had a lifetime warranty and that whenever there was an issue **** would come out and we wouldn't be charged. I was then told that the flooring is discontinued and that even if I paid for **** to come out, there is nothing that can be done. I don't have any quarter round pieces so now I'm stuck with a hole between the floor and door. I tried calling customer service rep back to find a solution to my issue even though I have been told that there is nothing can be done and now the mailbox is full. I'm so frustrated with the craftsmanship of the installation team and the product itself. Whatever you do, don't choose ****. They are one of the cheapest around for a reason.
Business Response
Date: 08/09/2022
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. The customer's ******************** was installed in March 2016, as the labor warranty has expired, a quote was provide for service.
We apologize for any inconvenience and thank the customer for their feedback.
Customer Answer
Date: 08/18/2022

Complaint: 17664897

I am rejecting this response because even if the labor warranty is no longer valid, I still cant have you come and look at my floors to have them fixed since the product is discontinued. The floors also shouldnt look like that after 6 years. I sent pictures to show how bad the flooring looks. Someone needs to reach out to me so I can get this resolved. There has been no effort to try to even fix my issue. When I called corporate I was told that someone can come out and take a look for $175.00 but that it would also not make sense because the flooring was discontinued. I have a hole that needs to be fixed due to work not being completed and now I have a mouse. My issue needs to be resolved. So what do I have to do purchase a new flooring or have a hole in my floor? Someone needs to reach out to me since Ive had no luck reaching out to corporate.

Sincerely,

***************************
Business Response
Date: 09/01/2022
The local office and customer are in touch and have come to an amicable resolution regarding the installation project.

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