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 Flooring

  57 Littlefield St Bldg D Avon, MA 02322

  
• 

  Luna

  7484 Candle Wood RD, Suite A Hanover, MD 21076

  

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:09/04/2022

  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.

   
  

  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

  ly 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.

  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.

   
  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,
  
  ***********************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.

  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.

   
  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: 08/09/2022

  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. 

  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.

   
  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,
  
  ***************************sess 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. 

  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.