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: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.
Initial Complaint
Date:09/28/2024
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.
I purchased a hardwood floor to be installed on the the 2nd floor of my house in 2015.Per contract the installation came with a 50yrs warranty. I noticed that the wood flooring started to warp and squeaky this year so I reached out to them. They came to inspect it and later told me they couldnt do anything about it because they dont have the same wood material.I told them that this was a violation of the warranty and the clause in the contract but so far I havent got any solution to this issue. Please help
Business Response
Date: 10/15/2024
We appreciate
the customer contacting us regarding their concerns.
The local area customer service manager has reached out to the customer by voice mail and email.
Customer Answer
Date: 10/16/2024

Complaint: 22353164

I am rejecting this response because:

Sincerely,

Abdul Bello
Initial Complaint
Date:09/28/2024
Type:Customer Service 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.
Had an estimate done 8/15 Have had to call back several times for quote and to schedule and no one will return my call. Called again Thursday and no one responded just emailed half the quote for only 1 area when I requested several and no one will tell Me how to schedule or call to ensure I know the process.
Business Response
Date: 10/07/2024
We appreciate
the customer contacting us regarding their concerns.
The local office has contacted the customer and scheduled another sales appointment for October 8, 2024.
Initial Complaint
Date:08/23/2024
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 purchased a bound carpet from a service representative, *******************, on 8/10/24. Picked out a high end, nice carpet and was told delivery would be on 8/23/24. Installers came to deliver on 8.23.24 but did not have the carpet I ordered. Showed me a sample of the carpet I ordered which was not at all what I ordered. (Complete bait and switch). There wasn't even a bound carpet on their truck. I was told the order would definitely be ready and delivered in with 2 weeks as I had a time frame for receiving the carpet. When I called the company, there was no refund offered for the deposit I put down. I was told if I cancelled my order, I would be responsible for 25% of the total cost. I did not receive what was promised.
Initial Complaint
Date:08/23/2024
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 put in a request to Luna Flooring (Empire) for a warranty ***air on the kitchen floors they put in place earlier this year (2024) . They sent out the tech and he arrived earlier Friday morning around 8:30am. He started his evaluation to determine what type of ***air is needed. Next he told me the ***air needs to be rescheduled because he did not have enough materials. He stated the plywood will need to be ***laced and he was only given 2 boxes of tiles. I told him ********** is 5 mins around the corner and I have a box of tiles left over from the first install. He gave more excuses and stated this will have to be rescheduled. So I told him ok, I will wait for a **** *** to call me to setup a new time and date. Then he tried to give me his phone to sign a Certificate of Completion. I told him I not signing this because you did nothing but pulled up the loose tiles and stated everything has to be rescheduled. He called his boss and his boss tried to convince me to sign. I told him the same thing. I am not signing that contract. Then he went on stating they will not be able to come back out unless they have a signature. I still did NOT sign anything. (For the record, because the contract is on the tech's phone, I want it on record that I DID NOT SIGN ANYTHING. Just in case the tech fraudulently signed my name on the phone with the contract, again I DID NOT SIGN ANYTHING. If we find out the tech illegally signed my name, we will file criminal charges for fraud. At this point, we are requesting ****/Empire, to send a different contractor to do the warranty ***airs or refund what we paid for the floor and we will retain another flooring company to do the work. Thanks.
Business Response
Date: 09/09/2024
We appreciate the customer contacting us regarding their concerns.
The customer service manager contacted the customer and advised that the certificate of completion from 08/23/24 was not signed by anyone as there were site conditions and could not be installed.
The customer apologized and advised he would reach out to the BBB and drop the complaint.
The customer reselected 09/09/24 for a billable replacement of the kitchen.

Customer Answer
Date: 09/10/2024

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:08/21/2024
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.
I bought my flooring from **** about 4 years.I was promised from the sales man I had a 10 year warranty. To find out the flooring I bought was water resistant and scratch resistant.Not true my floor is popping up and gaps in between my floors. I spent almost ****** and regretting it.I will never buy or not recommend this place to no one. Im Highly disappointed. Now I have to hire and buy this floor planks to fix whats damaged. I called the sales team at ****, no answer or phone calls. I would like **** corporate team to reach out and help me.This was not cheap for my house not to be satisfied with what they sold to me.They said o was picking the most expensive and luxury floors.I AM SORRY TO SAY NOT TRUE.. TJIS IS THE WORST FLOORS EVER. I thought by buying this flooring from **** was the best investment cause I have a dog and grandkid so.I MADE THE BIGGEST MISTAKE!!!!!Leave it alone hold on
Business Response
Date: 09/10/2024
We appreciate the customer contacting us regarding their concerns.
At the time of the customer installation we provided a two (2) year labor warranty, in addition to the product warranty from the manufacturer. The customer was installed on July of *********************************************** March of 2023. We spoke with the customer and explained that the ******************** concern was reported outside the timeframe of the installation warranty so a fee applies for any service or assessment. The customer did not choose to have any service or repair completed at that time.
The customer again contacted us in August of ************************************************************************************************************ assessment. The customer was provided with a fair and reasonable cost to have an assessment completed.
We thank the customer for their feedback and the opportunity to address their concerns.
Initial Complaint
Date:08/20/2024
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.
In February of 2022, I contacted Luna flooring company to remove carpet and install laminet flooring on the upper level, including stairs thread and risers. On the main level they install vinyl waterproof plank flooring. The total cost before finance charged was $20425.00. 3 months after installation a couple of the bull nosing on the stairs kept falling off. Eventually I had to replace them with metal. 9 months later I notice the vinyl floor started separating. Within a year and a half the gaps got wider and the seams started bulging. I contacted **** on 6/18/24 and to complete an assessment and they wanted to charge me $250 stating that the warranty had expired after 2yrs. I refuse to pay to pay and contacted their corporate office who sent some one out to do an assessment. After their assessment no one contacted me so 2 week later I reached out to them and they told me my claim was denied by **** ************* Their reasoning for declining the claim is the moisture reading is too high and the moisture reading should be between 6-12%. For court purposes, please specify what the moisture reading was at the time they declined the claim. I paid almost $25000 for brand new flooring that only lasted about 6 months. In closing I do not want **** back inside my home because I do not trust this company. After 2 years I ended up with warp and separating flooring. At this point, the only resolution is a full refund.
Business Response
Date: 09/09/2024
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 customers installation was completed March 24, 2022.
An assessment was performed and sent to the manufacturer and it was determined the damage issues were site related.
A billable service repair was offered to the customer. The offer is valid for 30 days.

Customer Answer
Date: 02/06/2025

Complaint: 22172036

I am rejecting this response because: I do not accept this offer. Furthermore ,**** lied about the installation warranty period. The sales person only informed me about the 10yr warranty, never about the installation warranty. One office claimed it is a one year warranty and another claim it is for ****. I will attached supporting documents about my conversation with ****. Please provide me with documents showing where this information was presented to me in the contract and was signed by me.
The manufacture claimed the moisture reading was too high but refused to provide what the moisture reading was. Because I'm a contractor i have also done my own moisture test. I'm requesting the manufacture test reading because that is their sole reason to deny the claim.

Sincerely,

Wenty *****
Business Response
Date: 02/12/2025
We apologize for any misunderstanding about the installation warranty, we provide a two-year installation warranty. As the customers ******************** was installed in March 2022,the installation warranty has lapsed.

We have reached out to the customer to schedule a manager assessment of the flooring to confirm the contractors findings and perform additional testing on the flooring.

We appreciate the customers additional feedback and welcome the opportunity to resolve this matter amicably.
Initial Complaint
Date:08/19/2024
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 5-1-24 at approximately 8:38 am I notified ****/Empire regarding a quality/installation issue I was having with my *** flooring installed in my basement. I stated that the *** was peeling in multiple places causing a safety issue when walking. **** sent another set of installers out to my location to inspect the flooring and take pictures. On5-29-24. I was notified that Mill approved the replacement, but only for the material. On 8-2-24 the installers came to reinstall newly selected flooring. While they we're removing the *** I noticed that the orignal installers did not use embossing leveler to level my floor. Instead they used Cardboard to level my floor. The boxes that held the *** Floor was installed under my *** Floor. The cardboard contained a dark black moldy substance. That black substance also transferred on to my flooring underneath. The entire perimeter of my basement underneath the *** Flooring was covered with cardboard. Each area on the floor is stained with the black substance. The customer service manager hasn't been much of help. It seems as if my family health concerns isn't his concern. It seems as if there's no urgency to find a solution to the problem. I also noticed that during the uninstall process the installers damaged some of my tiles on the floor. I simply requested that my floor be re done properly by a different installation team. I also requested that I be reimbursed for my out of pocket expenses. At this point I'm getting the run around, no direct answers to my questions. My family is also still being exposed to whatever that black substance is on the remaining cardboard. There's also risk that the mold will grow. I believe that being in contact with the customer service manager is a conflict of interest. They want me to sign some sort of settlement agreement. I also fear that the floor installed in my child's room directly next door also has cardboard boxes underneath. **** has refused to send someone out to inspect her floor.
Business Response
Date: 08/30/2024
We appreciate the customer contacting us regarding their concerns.
The local office contacted the customer and are in the process of resolving amicably.
Customer Answer
Date: 09/05/2024

Complaint: 22164075

If by amicably they mean without urgency or concern of the household health concerns due to the mold that grows everyday that they wait. My life has been turned upside down because installers cut corners and used cardboard to level my floor.
If amicably means asking me to sign an agreement in order to get the repairs that I'm entitled to. Signing an agreement before the reinstall is completed, what does this guarantee? What if the job is done incorrectly again? Can they no longer be held responsible?
If amicably means I continue to miss work and lose money until repairs are done. **** staff continues to make money, I don't! No one worth mentioning has apologized or acknowledged the fact that I've said that I'm losing work everyday that I wait for repairs.
If amicably means no one above the local office will call me and just continue to allow the responsible office be the main contact.
I don't accept that response. Just because the main office is in contact with me doesn't mean anything is getting done. Communication is still off. I'm still paying out of pocket for everything.

Business Response
Date: 09/09/2024
The regional customer service manager spoke to the customer and apologized for the experience.
We are sending a check to the customer for the services the customer is having done and when the abatement is completed, and a clean air certificate is provided, we will reinstall the the Foundations in color: Fossil Gray LVP flooring in the basement within 60 days per the fully executed Settlement Agreement.
Initial Complaint
Date:08/05/2024
Type:Product 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.
The date: our appointment with the Luna Flooring Expert is confirmed on Thursday, Jul 11, at 3 PM - 5 PM.Your confirmation number is WEB14494842.Below is the information you have provided us with:First Name: ***** Last Name: ******* Address ******************************************* Address 2:City: ***************: ** Zip: ***** Email: ******************* Primary Phone: ********** Additional Comments:Rent or Own: own Is this a business?: No Promo Code: INDEPENDENCE350 Requested Time: 3 PM - 5 PM Requested Day: Thursday, Jul 11 If this is not a convenient day or time, feel free to call our customer service line at *********************** or send **** an e-mail with a better time to ****************************** print this email for your records.Again, thank you for the opportunity. We look forward to serving you.**** The amount $1,200.00.The installment date July 30, 2024. They finally arrived the measurement were incorrect. I received an email for an 2nd installment date August 3, 2024. The installer couldn't install the reason he gave me he needed additional help, and couldn't install, and I will be refunded.I have made contacts with the company on July 30, 2024, and spoke with several customer service representatives, I placed an long verbal dispute, and someone will follow-up it's have been since July 30, 2024. I email the company on August 3, 2024 after the fail finally attempt to install . ************************* ***** <*******************>Sat, Aug 3, 9:22AM (2 days ago)to ****, *************************** bcc: *********************** I am requesting a refund to my account, amount of $1,200.00 ASAP A. installment date July 30, 2024 unsuccessful due to incorrect measurements.B. 2nd installment date August 3, 2024 unsuccessful due to additional help was not available, I was told I couldn't install.I am requesting a refund immediately. I will contact TV STATION, AND THE BBB ASAP I am asking for the refund back to my credit card of $1,200.00. ASAP
Business Response
Date: 08/22/2024
We appreciate the customer contacting us regarding their concerns.
Per the customers request, the order has been canceled. We have refunded the full amount of the deposit to the original payment method.
We thank the customer for considering our service.
Initial Complaint
Date:08/05/2024
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 new floors installed in 2021. In 2022/2023 the floors started to really disassemble in my kitchen. I reached out to the company to express my concerns since the sales person stressed that I would have a lifetime warranty on my floors. I filed a claim and the company told me that in order for them to look at the issue, that I would have to hire their floor inspector to come out and inspect . It would cost me $150.00. I was told that once the report came back I would be notified. The report came in and I was never notified. So I reached out and asked if it came back and the response was yes , my floor humidity was too high causing the issues . I asked for a copy of the report and was told I could not get it. Since I paid for the report, I only feel that it is fair that I get a copy ( especially since this is their inspector) I was told I could not get a copy. When I did expressed that I wanted a copy because I paid and wanted to talk to someone on a higher position, I was then given buts and prices of the report , copied and pasted in. I have since asked to speak with a person in charge and was given their phone number . I called several times and let voicemails and nobody has returned my calls. I would like a copy of my report because I feel like I am being scammed . Please help! ** -***********************
Customer Answer
Date: 08/09/2024
The inspection took place on March 8th 2024, and the inspector was paid on site.

Thank you -****

Business Response
Date: 08/27/2024
We appreciate the customer contacting us regarding their concerns.
The local customer service manager has reached out by phone and email several times.
We look forward to hearing from the customer and resolving this matter amicably.
Customer Answer
Date: 08/27/2024

Complaint: 22092472

I am rejecting this response because: I have not gotten any phone calls from management including a return from the calls I have made. My phone number is ************. I would like someone to call me regarding these issues. I am happy to share my phone log to prove that no calls have been received.

Sincerely,

***********************
Business Response
Date: 08/28/2024
We apologize for any inconvenience and thank the customer for their feedback.
The local general manager contacted the customer and have come to an amicable resolution.
Customer Answer
Date: 09/16/2024

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,

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

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