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.

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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:03/06/2025
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 had my floors installed February 19 and 20th 2025. Having changed my mind on the color I chose when the salesman was at my home, I was able to utilize Room Visualizer tool they offer on their website. After weeks, I finally chose a color for my LVP. The contract was drawn, and I was 100% positive the photo on my contract was the color of my choice and it matched the room visualizer.Once the installation was completed and I mopped up all the dust, it was then that I realized that the color was not even close to what was represented in the Floor Visualizer and Contract. I have used **** previously for a full carpet installation and had no issues. I had chosen a brown with honey tones and what they installed is brown with gray tones and gray does not go with my home and the salesperson acknowledged that I didn't want gray floors. My belief is that there was a mis tagged picture somewhere in their floor visualizer software system.They offer a "Love your Floors promise" and are quoting $2,847.62 for labor to have my floors corrected. My complaint is why am I being charged to fix their error? And second, if I did accept any responsibility for this, I don't think they should be making that much gross margin to fix it, again it was their responsibility to honor the color in my contract. It has been two weeks of going round and round with **** trying to resolve this issue and they are being less than willing to see reason. I am hoping during this complaint process there is the ability to show BBB pictures of what I ordered against what I received because pictures are worth a thousand words in this case.
Business Response
Date: 03/26/2025
We appreciate the customer contacting us regarding their concerns.
We have spoken with customer and have offered a discounted quote to replace the flooring with a different product. We are currently working with the customer on scheduling the replacement.
We apologize for any inconvenience and thank the customer for the opportunity to address their concerns.
Initial Complaint
Date:02/28/2025
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.
Carpet was installed on 11/24/15. Contacted **** 4/27/23 because carpet was buckling. Was told the 10 year warranty would not cover this because I had no cleaning receipts. I never received warranty terms so how could I have known to save my receipts. **** told me the charge to stretch 2 rooms of carpet is $490.00.
Business Response
Date: 03/20/2025
We appreciate the customer contacting us regarding their concerns.
The manufacturer requires that the carpet be maintained with regular professional cleaning or the warranty is voided.
We have spoken with the customer and provided a fair and reasonable fee to service the carpet.
We thank the customer for their feedback.
Initial Complaint
Date:02/15/2025
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.
I filed a claim on 1/5/2025 to **** Service Plan for a wax stain on the carpet that occurred on December 27, 2024. On January 10, 2025, I called the customer service team and spoke with ****. She said she found the claim and gave me the confirmation number 1-7981008982. She said she would send me an email so I could attach pictures of the damage. She said **** probably would reimburse $100 or the amount the professional service charges us to clean one room. I responded to the email on January 10, 2025 using the reference number 1-7981008982 and the project number PRJ002461964 and included 5 pictures. On 1/15/2025 Miss ***** called to say the claim was denied because I had not filed within 5 days of the spill. I was not satisfied with this response since nowhere in the documentation I received did it state the 5-day rule. Miss ***** said I could have the claim escalated which I asked to have done. On 1/31/2025, ***** called from **** escalation department to say the claim was denied because fire is not covered. It was not a fire. It was spilled wax from a candle. I called **** *********, the salesperson who sold us the carpet/flooring, and explained what I was experiencing. He said we have a lot of time left on the warranty and that he would look into it to see what he could do and get back to me. On 2/5/2025 I texted **** Mikalski to find out what he learned. I have yet to hear back. I paid $13,366.32 for the carpet and flooring including $1070.20 for *********** Plan. I expect to receive the $100. The coverage I paid for is for 50 months from date of service. Our carpet was installed January 30th 2024.
Business Response
Date: 02/25/2025
We appreciate the customer contacting us regarding their concerns.
The ************* Service Manager and the Customer have reached a mutually agreeable resolution.

Customer Answer
Date: 02/26/2025

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.

Sincerely,

**** ***********
Initial Complaint
Date:02/09/2025
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.
Subject: Flooring Damage Caused by Empire Today Installation Request for Resolution To Whom It May Concern,On 12/17/25 Empire Today (****) installed carpeting in our upstairs and staircase for $7,000. During installation, their technicians caused deep gouges and dents in our newly refinished wood floor near the bottom of the stairs. The floor had been professionally refinished just 90 days prior, confirming their ***************** first, I didnt notice the damage as I was checking walls for scuffs. Later, I saw the gouges near the stairs where the technicians worked. When I addressed it, they denied responsibility.We filed a claim with Empire, and they requested a repair estimate. Our flooring professional confirmed that spot repairs wouldnt match, requiring a full refinishing. He provided a quote, which we submitted. The total cost would be about $4600 Empire denied that full refinishing was necessary and demanded two more quotes. They also offered to send their own contractor, but given that their technicians caused the damage, we dont trust them. We prefer using our flooring professional, who understands the job and recently refinished the floors.Empire has delayed this process for six weeks, only to request additional quotes instead of resolving the issue. As a busy family with young children, coordinating more estimates is an unnecessary burden. Since we already have a qualified professional, theres no reason for alternative contractors.Empire originally promised to make things right but is now stalling and pushing us to use their contractor. Their technicians damaged our floor, and we should not have to fight to get it fixed.We request BBB assistance in holding Empire accountable and requiring them to cover the refinishing cost without further delays. We simply want our floor restored to its original condition.Thank you for your time
Business Response
Date: 02/10/2025
Good afternoon, Customer Relations.

The consumer filed the case under the wrong company, the purchase was made under our sister-company Luna Flooring.

Please move this case from Empire Today to Luna Flooring.

Sincerely,

******** *****
Business Response
Date: 02/28/2025
We appreciate the customer contacting us regarding their concerns.
We have reached out to the customer to discuss their concerns but have not yet spoken with them.
We look forward to speaking with the customer and resolving this matter amicably.
Customer Answer
Date: 02/28/2025

Complaint: 22919181

I am rejecting this response because:
I did speak with them and advised them I am willing to try to settle this matter without arbitration, but I have not heard back from them. The adjuster advised they need to speak with their manager. Their response was not true as I spoke with them last week

Sincerely,

***** *******
Business Response
Date: 03/06/2025
We have spoken with the customer and offered an accommodation of $500.
We believe the amount offered is fair and reasonable based on the damage and information provided.
Customer Answer
Date: 03/06/2025

Complaint: 22919181

I am rejecting this response because: as I explained in my initial complaint the quote received for the damages to the brand newly finished floor is $4600. $500 is a total low ball offer

Sincerely,

***** *******
Initial Complaint
Date:01/31/2025
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.
On June 8th, 2022 we hired Empire flooring to come and lay flooring in our upstairs living room and downstairs family room area. These two areas came to $6000 which was paid off before the interest period. By September of 2023, we noticed a strip of laminate peeling off of one of the tiles outside of our bedroom area. This was covered by the two year contract window and an assessor came out and fixed it. He was very frustrated by the work that had been previously done and he said that we would more than likely have more problems. Surely by December of 2024, another strip peeled off not too far away from the original area. We also noticed a slat starting to buckle at the entrance of the living room area. SW told me that she needed photos for the assessor. The five pictures that I sent were not enough as she needed a wide scope of the area which my husband took in about ten more photos. Finally, she contacted us after the holidays to say that we were outside of the two year contract window and that there would be a $275 assessment fee this time. I asked her if this would be returned when it was determined that the workmanship was defective and she said that she could not guarantee that. The gentleman came out to the home on January 27th and found multiple areas that were not properly leveled on the floor. He told us that he would send in the paperwork and that someone would contact us in 1-2 business days. SW called me to tell me that my reimbursement fee would be restored but listed a different bank account. My answer was the one on the file, the credit union. Then she went on to say that they no longer carried my product. I said that I would choose something else to have it done properly. Her final word was that they were not repairing the floor or refunding and of my money since I was outside of the coverage window. Floors should not break immediately after having them installed and I am seeking legal restitution.
Business Response
Date: 02/18/2025
We appreciate the customer contacting us regarding their concerns.
The ************* Service Manager agreed to a courtesy repair.
We look forward to resolving this matter amicably.
Customer Answer
Date: 02/19/2025

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.

Sincerely,

******* ************
Initial Complaint
Date:01/30/2025
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.
Had carpeting put in entire house and new tile floor put in kitchen and the contractors did not put in a threshold between the two rooms and now the carpeting is fraying between the two rooms called **** about the problem and they want a 250 dollar service charge for a job that should have been done both jobs done by luna Flooring
Business Response
Date: 02/19/2025
We appreciate the customer contacting us regarding their concerns.
We have spoken to the customer and service has been completed.
We apologize for any inconvenience and thank the customer for their feedback.
Customer Answer
Date: 02/20/2025

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.

Sincerely,

****** ********
Initial Complaint
Date:01/27/2025
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.
We are experiencing issues with the carpet that was installed almost 8 months ago in our family room area in our basement. I called in on January 9th, 2025 and spoke with a *** who explained what the process and we were told we have a 2 year warranty and an extended warranty that we paid for. She explained to me how to address the situation. She filed a claim for me and I never heard back. I finally reached that department who handles the claim and was denied because I did not actually know what caused the issue. She claimed it may a manufacturers issues and I have been reaching out almost every single day to get a response and get this ***air/***lacement/or refund done! We have been completely ignored and we are extremely disappointed, dissatisfying is no one is reaching back out to help us. I dont want to seek legal action, but we are willing to go that far! **** *************** Carpet are the same company and when calling in you must give them your phone number, name, confirm your home address each time. I have reached out Monday-Friday for 3 weeks and still no response. I was asked a single question via email on the 9th of January at 9:54am Good Morning,Can you please provide the following information: What or who caused the damage? How did the damage occur?I explained 11:15am: Good morning what I am thinking caused this is either a snag from a chair or possibly someones high heal. We noticed it Saturday night and I reached out Monday morning and spoke with ****. This is exactly what I was told to say verbatim. This is what I believe happened. I am looking for this carpet to get ***aired. If they cannot do that I want the entire carpet removed and ***laced, if they cannot do that I want a full refund. I will find another company to use.
Business Response
Date: 02/12/2025
We appreciate the customer contacting us regarding their concerns.
We have spoken with the customer and advised that the damage is site related and not covered under warranty so a fee applies for service. We have offered a discounted quote to replace the area.
We thank the customer for their feedback and the opportunity to address their concerns.
Customer Answer
Date: 02/12/2025

Complaint: 22861821

I am rejecting this response because:
when I made this purchase back in 2024 they had given me a price including an ESP warranty. I was unaware of this warranty when I filed the claim ******* ******. She is the woman I spoke with when I filed the claim. She explained to me what I need to say to get my warranty covered. I called immediately once I saw the thread of carpet was pulled and made a claim telling them I want this repaired unknowingly that I had a warranty. she explained to me about the warranty and how the warranty needed to be filed. No one has came to my home to look at this issue I am having. I have provided photos for them, and my claim was immediately denied because I did not know the root of the actual cause. ACCIDENTAL DAMAGE. Even though I was told by ******* ****** to say that either a chair or a womans high heel caused the damage. Did she tell me to say this so my claim would be rejected? **** nor Empire nor the *********** offered me a discount. They were trying to charge me $1400 to replace the entire carpet in the damaged area. Also stating that the carpet color will not be the same and have a different hue. This is unacceptable as I paid for a warranty that they keep denying the claim. They also say that its a third-party warranty company when its really owned by their company empire. I either want a full refund for the entire carpet or I want them to replace the carpet to make it all match or I want a refund for what I paid for the warranty I will find another company to do it

Sincerely,

***** ******
Business Response
Date: 02/19/2025
The customers ESP claim was reviewed a second time and was again denied. We have spoken with the customer and understand they are not pleased with the decision. We again discussed a discounted quote to replace the area and the customer advised they are looking into changing product for the family room.
We again thank the customer for their feedback and the opportunity to address their concerns.
Initial Complaint
Date:01/02/2025
Type:Sales and Advertising 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.
A sales person came to my home on 12/25/24 to consult regarding my carpet. My basement had recently flooded and my husband passed away within a couple of weeks of it. I paid a cash depot in the amount of $2763.02 for my install. My install was supposed to be on 01//11/25, however, due to my kitchen flooding because my fridge went out while away for Christmas I have had to purchase new appliances as well as my truck needing an emergency repair. Due to mishaps I now to cancel my install and requested a refund. **** informed me as of 01/02/25 my money cannot be refunded in full and I will only receive a refund of $600+. **** is really getting over on customers.
Business Response
Date: 01/03/2025
We appreciate the customer contacting us regarding their concerns.
Per the customers request, the order has been canceled. The customer has been refunded the full amount of the deposit to the original payment method.
A receipt for the full refund was emailed to the customer.
We thank the customer for considering our service.
Initial Complaint
Date:12/22/2024
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: 5/27/22 Transaction amount: $29,300 **** agreed to install LVP flooring for a two story home in every room. First LVP warranty flooring claim filed on 9/29/23 claim# 1-7224253027 for multiple rooms including 2nd floor bathroom, 2nd floor bathroom entrance, Primary bedroom, and SouthEast bedroom; issue interlock floor failure/lifting. After a lengthy back and forth the claim was first denied but was eventually honored and repaired Spring 2024. Second LVP flooring claim #************ filed 9/2024 interlock failure in ********* bedroom. Claim was denied due to claims damage was caused by a rolling office chair. Continuance of Second claim which became a Third LVP flooring claim filed for floor interlock/lifting failure in the living room, no claim # issued. The first visit both the SouthWest bedroom and living room were evaluated on which **** stated something was dropped per the installer and the floor would not be covered. When a denial letter from the manufacturer LW Mountain was requested **** referred to the SouthWest bedroom claim and said there was no living room claim made and reluctantly sent out the installer again. The visit was free of charge but initially a fee was suggested. After multiple emails requesting the living room denial letter we still have not received it as of 12/22/24. Forth LVP flooring claim filed 12/10/24 claim # 1-795030165 for interlock failure in the kitchen by the garage/bathroom. No response as of 12/22/24. Id like a repairs made on all claims made as it is clear the floor is failing for the same issue throughout the home.
Business Response
Date: 01/10/2025
We appreciate the customer contacting us regarding their concerns.
We have submitted a claim to the manufacturer for review under their warranty for the product and await their determination. Once received we will share with the customer.
We appreciate the opportunity to address the customers concern and thank them for their feedback.
Customer Answer
Date: 01/13/2025

Complaint: 22720309

I am rejecting this response because:

Leksia ******* of **** has already informed she submitted claims with the manufacturer and the claims were denied.
I respectfully request the ** bedroom and living room floors repaired. The floors should be covered under warranty.

To date I have been informed the manufacture denied both my claims for the ** bedroom and living room. I have only received one denial letter and still waiting to see the second. Various calls/emails have been made just to be informed someone will return the call or an email go unanswered.

Sincerely,

***** *****
Business Response
Date: 01/20/2025
We provide a one year workmanship and servicing warranty with the installation. The customer's floor was installed on June *************************************************** September of 2023, so a fee applies for any service. We completed a courtesy assessment of the customers concerns and no installation issues were found.
We submitted a claim to the manufacturer for review under their warranty for the product and they advised there was no product issue. Per the customer's request we have reached out to the manufacturer for additional information regarding the denial and will provide the letter to the customer once it is received.
We again thank the customer for their feedback.
Customer Answer
Date: 01/21/2025

Complaint: 22720309
I today received the denial letter from LW Mountain provided via ****. The denial letter stated the failure is due to installation; which was provided by an authorized **** contractor.
I do not understand how this decision could have been made of one picture as stated in the attached denial letter.
I feel the floor failure to be with the interlock system of the product. My first claim initially denied then covered. Was repaired and accepted by the manufacturer under product defect. Multiple rooms were repaired in that claim. I believe my current claims in the living room and SouthWest bedroom to be a product issue.
This floor when purchased; my sale representative ***** ***** informed is backed by a 25 year product warranty. My wife and I decided on **** because of that warranty. We could had gone elsewhere and had someone install it at a fraction of we spent but didnt due to the warranty **** promised.
I sincerely ask you do right by your promise and show current and future customers you stand by your products. Please honor the current claims.

Sincerely,

***** *****
Initial Complaint
Date:12/12/2024
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.
I had laminate floors installed in 2023. I was asked what color wood trim i preferred. I chose same color wood trim as the floors. Except just a few weeks ago , they started peeling. Yes peeling. As it turns out, the trims are some other material, and they had stickers on it to make it look like wood. I called. And they had 2 employees assigned who not only berated me condescendingly, they were very abrasive and had absolutely no idea how to deal with client services. They refused to offer any resolution and actually hung up on me. They want me to pay for them to uninstall and install the correct material. I had no way of knowing it was not wood until it started peeling off a few weeks ago. After i brought this issue up to them, they are insisting that I KNEW IT WAS STICKERS at time of installation. As ridiculous as it sounds and i cannot imagine any client accepting stickers for trims, I am obliged to say THAT I OBVIOUSLY DID NOT KNOW THEY HAD STICKERS INSTALLED ON MY FLOOR TRIMS. Reading all the other complaints here, it looks like they are good at applying inferior materials, good at misrepresenting their service and materials and are obviously banking on the greater possibilities that whatever they do will Not be discovered until it is way after any warranty can be applied. This company lies and will ruin your home. DO NOT PURCHASE THEIR SERVICE.
Business Response
Date: 12/30/2024
We appreciate the customer reaching out with their concerns.
The local office has attempted to reach the customer several times to discuss the customers experience and how to rectify their concerns. Weve not yet spoken with the customer.
We look forward to hearing from the customer and resolving this matter amicably.

Customer Answer
Date: 12/30/2024

Complaint: 22679243

I am rejecting this response because: they have not offered any kind of acceptable resolution. They want me to pay to have them come and fix the trims. They insist that we are out of the warranty period. I am not trying to get warranty from them. They misrepresented the materials used and I want them to remove what they put and put acceptable material

Sincerely,

****** *****
Business Response
Date: 01/03/2025
We have spoken with the customer and service is currently scheduled for January 14, 2025.
We apologize for any inconvenience and thank the customer for the opportunity to address their concerns.
Customer Answer
Date: 01/06/2025

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. They commit to fixing the issue and is scheduled to come by Jan 14. This being still a week from now, i reserve the right to re appeal if company does not honor their promise

Sincerely,

****** *****

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