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

  57 Littlefield St Bldg D Avon, MA 02322

  
• 

  Luna Flooring

  7760 Doane Dr Unit 135 Manassas, VA 20109

• 

  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:12/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had flooring (carpet) installed by ****. They had a crew come out to repair shoddy work and the crew cut into our cabinets causing damage. **** refuses to remedy. They stated we took a risk of them causing damage by hiring them but this is unacceptable.

  Business Response

  Date: 12/23/2024

  We appreciate the customer contacting us regarding the concerns. 

  We previously spoke with the customer and asked that they provide an estimate/invoice for the cabinet repairs for review. The local office has reached out again to further discuss but have not yet spoken with the customer. 

  We look forward to speaking with the them and resolving this matter amicably. 

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22632827
  
  I am rejecting this response because:  I emailed the company and they said they were getting back to me but never did. So they did hear from me and just didnt respond. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 01/03/2025

  We have attempted to reach the customer via the phone number provided with no response. We responded to the customer's email on December 10, 2024, with no response and we have emailed them again today. 

  We asked the customer to provide a repair estimate/invoice for the cabinet repair. The customer provided an invoice, however we have been unable to verify the company named on the invoice using the address or phone number provided. We have explained this to the customer and asked that they provide a legitimate estimate/invoice for review. We have not yet received the requested information. 

  We look forward to hearing from the customer and thank them for the opportunity to address their concerns. 

• Initial Complaint

  Date:11/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract worth: $1600 Item: carpet Issue:Sales *** was nice but the cancellation process, to which he heavily used to get me to sign, is clearly made as difficult as possible. The contract states I can used e-delivery or mail. I contracted my *** (the only contact info had) and he told me to call customer service. Once I called customer service, theystarted the process but then I had to be transferred to the escalation team. I had to start the process over again. Once I gave all the info, they put me on hold for 20 minutes. the *** then told me he couldnt send me written confirmation. I asked for a supervisor and he said there arent supervisors. I asked if he could email me confirming my order had been cancelled and he declined. He said if I had an issue I could call customer service. After that I called customer service and the *** told me the only thing they could do was note my account and hopefully theyd get back to me. Its shady and clearly a plot to get customer to abandon their efforts to cancel their order. Its wild that I cant get confirmation that a $1600 order is cancelled. They could easily say I never called and Id be on the hook for it.

  Business Response

  Date: 11/29/2024

  We appreciate the customer contacting us regarding their concerns.

  The order was cancelled and the deposit was returned in full.

  The customer was sent an email with a receipt for the refund.

• Initial Complaint

  Date:11/20/2024

  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.

  On September 2022 I paid **** $2997.50 including warranty, for my laminate kitchen floor, now my floor is coming apart, coming off, planks not attaching creating open space. Contacted **** since I purchased the warranty, I was told that warranty expired in 12 months, but when I purchased the warranty it was for 50 months.

  Business Response

  Date: 12/10/2024

  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 thank the customer for the opportunity to address their concerns and look forward to resolving this matter amicably. 

• Initial Complaint

  Date:11/14/2024

  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.

  Previous information sent I gave wrong number and forgot to enter the deposit for 1695 Correct number is ************.***** Boston.

  Business Response

  Date: 11/27/2024

  We appreciate the customer contacting us regarding their concerns.

  The ************* Service Manager spoke to the customer and explained the deposit was split between the hardwood, which was canceled and the luxury vinyl plank order which was installed.

  The $1,505.04 deposit to the hardwood order was refunded to the customer's credit card on November 13, 2024.

   

  Customer Answer

  Date: 11/30/2024

   
  Complaint: 22555524
  
  I am rejecting this response because: This is not including the _$6000.00 I paid.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 12/04/2024

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

  The area customer service manager contacted the customer and advised that the check they are referring to was not received by our contractor or the company. We have no one on staff with the name she provided.

  We had  an assessment for December 6, ************************************** the bathroom, however, the customer asked it be cancelled.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22555524
  
  I am rejecting this response because: their ********* would I have called someone else on the same day as expecting ****. You can check my phone records they called me ( secretary) and said they were at my house.the morning of  October 18th.I just want my money back.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:11/11/2024

  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.

  The entire finish is flaking off the new hardwood flooring that **** installed in our home. Some boards are cracking, even under couches and area rugs (no traffic areas included). The finish along the edges of the boards started flaking off first. **** is refusing to repair or refund. We used the appropriate cleaners that were recommended to us by the company. The sales person that came out to our home and sold us the floors told us they were extra durable. **** is not going to repair or replace the floors. Im not even halfway done paying the floors off and theyre destroyed

  Business Response

  Date: 11/27/2024

  We appreciate the customer contacting us regarding their concerns. 

  An assessment was completed and a claim was submitted to the manufacturer for review under their warranty for the product. The claim was denied as the damage is due to site conditions in the home. We have spoken with the customer and explained that the damage is not covered under warranty so a fee applies for any service. 

  We thank the customer for their feedback and the opportunity to address their concerns. 

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22541691
  
  I am rejecting this response because:
  
  

  the Site Conditions referenced were that the home does not have a humidifier attached to the central HVAC system in the home. It was not mentioned to me during the sales or installation process. If that is a requirement of the Warranty being valid, it should have been sold that way or I would have chosen a different product all together. I find this an unacceptable practice of hiding behind the supplier warranty and offering zero resolution.  The fact I have a floor that is less than a year old that not needs to be replaced while the site condition was easily discoverable prior to the sale being completed is unacceptable. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 12/10/2024

  Warranty information is readily available online for the customers review. 

  We are happy to work with the customer on the cost for the repairs. 

  We again thank the customer for their feedback. 

• Initial Complaint

  Date:11/08/2024

  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.

  This was a very bad experience with ****. The installers showed up with the wrong color of flooring. We spent over $1000 getting all our utilities disconnected. When we spoke with the installation manager, she stated we signed the contract, and it was our fault. she never apologized and was very rude. You can clearly see in the contract that we signed this was not the color we agreed to, the contract has pictures of the honey-colored flooring, they showed up with a oak colored flooring. She also told us if we didn't accept the flooring, we would fall off the schedule and would have to wait another week. We asked her if **** was going to reimburse us the $1000 for the utility disconnect because we can't live a week without having the use of our utilities. She stated no this is your problem and not our responsibility. We tried to contact the sales *** who sold us the flooring and he would not answer the phone. We texted him and he said he would call shortly but he never did. Our next step is we called the store we were transferred to the district sales manager, and he fought us just like the sales manager did. He told us he would have to send a sales team out that day and the whole process would start over. We said this is unacceptable and asked him if **** would reimburse us the $1000 for the utilities. He said no this was our problem. After defending our position further, he stated he would send the team out tomorrow with the correct flooring. The next day came, and no one showed up. We attempted to call and requested a call back through their automatic system we did not receive a call back. Later that afternoon we called back and waited for him to answer this time. When asked why he didnt send the team out he stated our flooring is out of stock and we wouldnt get our floors installed until the 19th. So, we said please cancel our order and we want a reimbursement of the utility. He stated no again and our large deposit would take 3-5 days to get approval.

  Business Response

  Date: 11/27/2024

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken with the customer and reached an amicable resolution. 

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

• Initial Complaint

  Date:10/25/2024

  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.

  They installed my floors on October 7, ******************************************************************************** the run around. The first installation was done poorly. The installers put a floor leveler over our tile floor, didn't wait for it to cure then installed the *** over it. Within days, the floor leveler began to crack. So they came back to pull up the floor, put new leveler down and it immediately starting cracking. The next day, I helped the sole installer tear up the tile floor. Then we had to wait until the next day for him to come back with cork underlay to install the floor. That went great until the hot water heater leaked in our half bath and the floor started to buckle due to the cork expanding when wet. We installed new flooring in the half bath because that was on us. But for the life of me, I do not understand how our floor is buckling in the dining room. No moisture to expand the cork underlay. The first claim I made was on March 1, 2024 (Reference ************). I did not provide good enough photos so the claim was denied. Second claim (Reference 1-7801912941) was submitted on September 24, 2024 and I provided the photos as requested. Was told someone would reach out to me within 1-3 business days; no one did. That claim was denied and a letter was sent to me...allegedly. No letter was received. Today, October 24, I had to submit another claim (Reference 1-7885590077) and it was marked as high priority meaning someone will reach out to me within 24 business hours. I highly doubt that will happen.

  Business Response

  Date: 11/12/2024

  We appreciate the customer reaching out with their concerns. 

  To address this matter a manager assessment has been scheduled for Friday, November 15th. 

  We apologize for any inconvenience and appreciate the opportunity to investigate and address the customer's concerns.

• Initial Complaint

  Date:10/20/2024

  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.

  Workers damaged my deck.I have been in contact with this company since 08/26/2024.The repair cost for the damage is $1089, probably higher ****** is going on 3 months now with no resolution.I feel this is being brushed aside so I would just drop this issue.AND I have tried to get other companies to see the damage, but none would repair the deck only replace the whole deck, which I didn't think **** would want to pay out for a whole new deck.

  Business Response

  Date: 10/24/2024

  We appreciate the customer contacting us regarding their concerns.

  We have processed the refund for the customer.

   

  Customer Answer

  Date: 10/26/2024

   
  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:10/11/2024

  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.

  ****/*********** installed flooring in the first level of my parents home in May 2022. Over time, the flooring came up and apart in several places. In December 2023, I reached out to the consultant that measured and quoted us. He came and looked at it and said to contact customer service. However, at that point the "warranty" for **** was up. I contacted them in Spring of 2024 to come out an evaluate the flooring for replacement. The scheduling process was AWFUL. I could not get someone to come out until FALL of 2024. He came out and basically told my father that the entire floor would need to be replaced. **** again was unresponsive to my calls to find out what the evaluation revealed. I reached out SEVERAL times to find out. Finally, I was told that the flooring was a "user error" and needed to be completely replaced but would not be covered by the warranty. I requested to see how they came to that result...and was told they cannot send it to me. The representative told me I could have a third party look at it and send their evaluation to them. However, how would the third party be able to evaluate it if there is no base line of what was initially evaluated to reach the conclusion? I am absolutely infuriated that not even three years later and the flooring is coming up everywhere. It's a safety hazard and I spent thousands of dollars for flooring I was told was durable and would last years after installation!!!! Now I am told I need to spend ANOTHER 10 thousand dollars to replace the flooring by a company who won't disclose why it is "user error". I have emailed the manufacturer of the floors for evaluation now. However, it should be noted that a claim through them needs to be made by the installation company! I doubt **** has done that!!!

  Business Response

  Date: 10/18/2024

  We appreciate the customer contacting us regarding their concerns.

  The local office contacted the customer.  The customer agreed to a manager's assessment.

  The assessment is scheduled for Tuesday, October 22. 2024.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22409920
  
  I am rejecting this response because: the reevaluation of the floors will take 2-3 weeks to come back with a conclusion. I cannot accept the response until I am provided all information for said evaluation (if they even show up).

  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 10/25/2024

  The assessment took place on Tuesday, October 22,2024.

  The results have been submitted and may take several weeks to receive a response.

  We will reach out to the customer as soon as we have the results.

• Initial Complaint

  Date:10/10/2024

  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.

  On August 15th, 2024, **** installed flooring throughout my house. After completion, the too many pieces were left with gaps that will allow dirt to accumulate between them. Also they used nails on some panels to hold them down and some are higher than others. Some panels are lifting due to the lack of glue or cheap glue used. I called **** several times and they are ignoring the issue and want ME to find an inspector on my own and pay for it after I paid them thousands of dollars. They claim its just dirt. Because they tried to fix the gaps by filling the gaps with silicon it left several stains or smears that wont come off. Please help or direct me where to go. BBB has helped me in the past and resolved my problem.

  Business Response

  Date: 10/29/2024

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken to the customer about scheduling a repair. The they are not available at this time and will call back when they are ready. 

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

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22406872
  
  I am rejecting this response because:

  As I explained to ****, I have an emergency out of the country and I am leaving October 31, 2024. I may take up to three weeks. 
  

  **** did say that when I returned to ******, to give them a call to continue.  However, they want to send the original installers, I dont agree because if they didnt care about the quality of their work on the installation and then again when they supposedly returned to repair, why would **** think is okay to send them. Also, I am concern about retaliation. Im alone with them for the fixings because everyone works. I think that because there is no man to stand up to ****, they are trying to do me wrong  
  

  If I accept, the case will be closed and the case cannot close until the floor is fixed. 
  

  P.S.   Tuesday, October *******, people were sent to fix it and they advised **** it was not possible to repair and needed to be reinstalled. 
  

  I will contact **** when I return home  

  Sincerely,
  
  **** ******

  Business Response

  Date: 11/06/2024

  We await the customers return and scheduling the repair with another crew. 

  We again thank them for their feedback and the opportunity to address their concerns.