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

  7484 Candle Wood RD, Suite A Hanover, MD 21076

  
• 

  Luna Flooring

  57 Littlefield St Bldg D Avon, MA 02322

  

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:08/02/2024

  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.

  We had laminate flooring installed on 9/24/21. We have damage areas in the bathroom, in the hallway, and in the kitchen. **** is telling us that the installation warranty has expired. The damage areas are not connected which speaks to a inferior material issue rather than an installation issue. We had **** installers come to our home on 8/2/24 and are being told that we need all new flooring and they will charge us for it. We are not willing to put more money into a company and product that **** is not honoring. For the amount of money spent ($8702.54), I expected the floors to last much longer. Please assist in effecting a positive result.

  Business Response

  Date: 08/22/2024

  We appreciate the customer contacting us regarding their concerns. 

  We have completed an assessment and the concerns are site related and not covered under warranty so a fee applies for any service. We have provided the customer with a fair and reasonable cost for the work that is needed. 

  We thank the customer for their feedback. 

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22086066
  
  I am rejecting this response because:  we have not received any information from **** for what the repair costs are.  All we were told that a total floor replacement is needed and they will quote a price.  1) I told them that was not acceptable for flooring that costs over $8700 to last less than 3 years.  2) I ended up being hung up on by the **** **************** person (*****, I believe) when I told her to shut and let me talk since she was talking over me.  I reached out directly to **** and got a voicemail from ****** that they were gathering information and will reach back out.  No call has been received. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/01/2024

  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.

  Oct 16, 2021 my wife and I contracted with ****/ Empire Today to install LVP floating ************ flooring for our ************** foyer and carpeting for 3 rooms, along with the 16 stairs, leading up ***************** Flooring was installed on 11/1/2021 and Within a year the kitchen flooring start popping and shifting. On 3/21/23 they agreed and replaced the floors in the kitchen only and in the summer of 2024 the same problem started happening again as well as the hallway floors. **** called and arranged an installer to replace the **************way floors on July 31 the installer came & refused to replace the floors. He was the original installer, but because the floors were replaced he said he was no longer responsible. I contacted **** and was told that another installer would come out the next day August 1st between 11 and 1pm by 3:45pm and several calls to **** - no installer, no call - no show and none of my calls were returned. The installers showed up at 3:45 with not enough boxes to complete the flooring and a darker color wood. My wife and I I spoke with ******* in **************** and her boss ******. This is so frustrating our kitchen has been dismantled for 2 days. My wife is to have scheduled surgery on Aug 6th -I am now requesting to have reimbursement of all flooring

  Business Response

  Date: 08/22/2024

  We appreciate the customer contacting us regarding their concerns. 

  Service to replace the flooring has been completed. 

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

• Initial Complaint

  Date:07/28/2024

  Type:Billing 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 need to cancel my order. I would be willing to reschedule another appointment at a later date. I need to cancel for now. I was told that I would be charged 25 percent. I am not sure why. The carpet has not been cut. **** is not out anything. Can someone help me?

  Business Response

  Date: 08/08/2024

  We appreciate the customer contacting us regarding their concerns.

  The customer requested the order be canceled and we have done so. No refund is due. The order was to be fully financed and no other payment was made.  

  We thank the customer for considering our service.

• Initial Complaint

  Date:07/20/2024

  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.

  The floor was never done right from the beginning.It has been 4 months 8 times someone has been to my home all different people.iv missed 5 days of work to be home I could of paid for this floor 3 times over it's a small job we contacted a lawyer but im gonna take this route ***** because I at the end of my Patience.some is supposed to be here Monday to fix this issue.there has been 8 different people who has jus made it's worse this has brought my wife to tears for us Is losing money every time we have to take off work and for what in my eyes this company Owes me fat chance that will happen and it would be a Is miracleif you could send someone who speaks English or just understood it

  Business Response

  Date: 08/08/2024

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken with the customer and service has been been completed. 

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

• Initial Complaint

  Date:07/12/2024

  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 called Empire to get a quote for carpeting three rooms, the salesman gave three prices which was for good better and best quality. Finally, I chose to make a move and get it done. The salesman never e-mailed me the quotes, so I called Empire back and got the prices and left word for the salesman to call me back. He never called me back, so I then called **** and made an appointment for someone to come measure and again get prices. I went with **** even though they are owned by Empire, we came up with the date of June 27th for installation. So, on the 27th three employees arrived, and we made sure the carpet was what I ordered and they started the job. There were two adults and young helper working as I watched the progress, soon the carpet was going down and matched the rooms well. Then the man in charge was stretching the carpet with a ***************** as I watched the wall bending from the pressure, hoping it wouldn't crack being plaster, well it did, and I did not not see it until later when they had gone. Then I really started looking closely all around the three rooms and found scratched trim in the doorways, scratches on the walls from metal tools, leaving black and gray stains. From cutting the carpet with razor knives, some spots the paint has been cut off the plaster, threads sticking out and carpet uneven at the edges. I then found out all the doors had to be cut in order to open and close, because the salesman measured the thickness of the padding and carpet was too high. I just hung the last door in the room that the wall got pushed and cracked. That also moved the opening for that door, and it would not close correctly. I already fixed that, but the wall is still cracked, and I figure $ ****** for me to repair the wall and repaint that room as that has the most damage. So this morning I recieved an e-mail from ******, *************************** offered $****** on my ***** fargo account for my inconveniance. This damage is more than ******, that won't cover supplies

  Business Response

  Date: 07/15/2024

  We appreciate the customer contacting us regarding their concerns.

  We have spoken to the customer and reviewed the photos submitted.  We have explained to the customer that the damage shown is covered in the contract under Installation requirements which states damage *** occur and *** require touch ups.

  We have provided the customer with an accommodation for customer goodwill.

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

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21980178
  
  I am rejecting this response because:The damage is more than ****** that **** thinks will cover the time and materials to fix a cracked wall and repaint the scratches and stains around the whole bottom of the room walls. Being I do not have any paint for that room left, I will most likely have to repaint the room after repairs of the plaster that they cracked stretching the carpet. I believe ****** would be a realistic amount, that is half of what I had originally asked **** for. I already cut the bottoms of 12 doors, as the carpet and padding was too high for them to work properly, even though the salesman measured the clearance of the door bottoms for what we ordered. So I have gone halfway and I believe **** should too.This is not just touchups when I have to fix plaster.

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

  Business Response

  Date: 07/18/2024

  We have spoken to the customer and agreed to the accommodation in the amount of $250.00 to be credited to the financing.

  Please allow 7-10 business days for this to process.

  Customer Answer

  Date: 07/19/2024

   
  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:07/03/2024

  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 am writing to express my dissatisfaction with the service I received regarding my carpet installation.I scheduled a measurement on Monday and confirmed via chat that installing a carpet on my existing new padding would not be an issue. However, on the day of the measurement, I was informed that this would void the warranty if the installation was not done with the padding provided by your company. I then inquired if both the padding and carpet could be installed over my existing padding. The agent consulted with a supervisor, who confirmed that this could be done.On the day of installation, today (July 3, 2024), I was told that the new padding could not be installed on top of my existing padding. The customer service team informed me that my padding needed to be removed and replaced with the low-quality padding included in the order for the installation to proceed. I requested that the new padding match the quality of my current padding, which was declined.I then received another call about an hour later reiterating the same information, and the order was subsequently canceled. This process resulted in a hard inquiry on my credit report, which will remain for two years.This experience has been highly unprofessional and frustrating. I spoke with both ***** and ***** regarding this issue, but neither could provide a suitable resolution for the inconvenience caused.I expect a prompt and satisfactory resolution to this matter. Please address this issue and let me know how you intend to rectify this situation.

  Business Response

  Date: 07/09/2024

  We appreciate the customer contacting us regarding their concerns.

  We were unable to install as what the customer requested is not industry standard installation practices and the order was cancelled.

  No refund was due as nothing had been charged to the customer's account.

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21938861
  
  I am rejecting this response because: The credit inquiry on my report will remain for another two years. Additionally, the business has not made any effort to find an alternative solution to their internal miscommunication.

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

• Initial Complaint

  Date:06/21/2024

  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.

  **** was selected due to using them in the past! We signed up with them on brand new carpet for our second story as well as *** on the first level of our house . This cost us ****** and change! The carpet we got called installed is fine. The problem that we have with them is they hired a third-party service to install the *** when they did so they use the multitool and hacked the bottom of nine doorways We have serious gaps anywhere from 1/ 8th inch up to a quarter inch all over every doorway! And this includes the door jams as well We had contacted **** and they are treating it like we have to deal with the third-party contractors. They hire they did the work even know our contract is with ****. They are offering to raise my floor the cheap way and put down 1/4 plywood due to their mess up. (Not setting for that ) This puts the landings to the stairways out of building Code and if I ever had to change my dishwasher. I would have to remove my countertop to get it out due to the raise in the floor. I have sent two emails asking for a different manager or a higher up manager at **** still with no response. I also sent videos of them walking in with the multitool because they are denying that they used one. I had one contractor over already and it is an estimate off the top of his head between eight to $10,000 worth of damage. And Im getting no response from anybody higher up in **** very disappointed And they need to pay the damage that they caused between me the customer and ****, who I hired to do the work, not the third-party installers that **** hired!

  Business Response

  Date: 07/11/2024

  We appreciate the customer contacting us regarding their concerns. 

  We have reviewed the photos and the gaps are due to the new floor being thinner than the previous product. This is a site concern and not an install or warranty issue. For customer satisfaction the customer was provided with two fair and reasonable offers. To reinstall the floor with plywood to raise the new floor and minimize the height difference between the old and new products, or a monetary accommodation to put towards minimizing the gaps for the door jambs. 

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

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21884914
  
  I am rejecting this response because:

  The original laminate flooring was old-school thin glued down laminate your new *** was thicker your contractors that you hired third-party to do the install use a multi tool/jam tool to cut the door trim and the jams so they could get the new *** flooring underneath the doors. Having one contractor in already raising the floor with a quarter inch Plywood then putting the *** back down Would put my landings To first step out of the allowance to contractor code! Due to the damage, the first contractor is working on finalizing the quote with a value estimated eight to $10,000 worth of damage. I am awaiting the second contractor to come in to quote as well. These are two independent local contractors. I have no relations with either of them other than an Internet search and a phone call. Talking to our attorney, I was instructed to get two individual quotes to see the value of the damage. The second offer that you offered $3000 would not even cover the replacement of the sliding door that was damaged due to them cutting the door casing. I am trying to be fair in this manner with **** /Empire When the install was done, we were not moved in our home now we are moved in our home and would rather not have **** come back in to have the possibility of damaging more of our property. I will await your response. Hope we can come to an agreement in this matter.. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/23/2024

  We have reviewed photos provided by the customer showing their concern. The photos show a height difference between the previous floor and the newly installed flooring and there are are no fresh cuts to the wood. 

  The customer was offered a fair and reasonable accommodation regarding the door jambs. 

  We hope they will reconsider and again thank them for their feedback. 

• Initial Complaint

  Date:06/14/2024

  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.

  I purchased carpet and was told that I had a 10 year warranty on my carpet. When I made the purchase I was told that the warranty covers pet stains, wine, etc. My cat vomited on the carpet, we cleaned it up and had the carpet cleaned, the stain did not come up. I reached out to **** several times before I got a response and when they finally responded they said Pet stains were not covered. I asked exactly what is covered for pets then, The rep told me that urine, f**** and vomit are excluded. I then asked what is covered for Pets then and told her that was false advertisement, I was told I should have read the fine print on my contract. I purchased from them because of the warranty and was mislead!! I will never shop with them ever!!

  Business Response

  Date: 07/03/2024

  We appreciate the customer contacting us regarding their concerns 

  While some pet stains may be covered under the manufacturer's warranty for the product, stains from pet vomit are excluded. We have offered to schedule an in home estimate to provide the customer with a quote should they want to have new carpet installed. 

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

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21852562
  
  I am rejecting this response because: nobody offered to come do anything!! I was told urine wasnt covered, I said its not urine it was vomit. I was then told that wasnt covered either. I asked what is covered for pets then, nobody can give a clear answer!! I spoke to somebody else who said urine was covered but what I was sent says its not!! They are misleading customers when they say coverage for Pets when they truly dont cover any type of pet stains!! I was told a big fat lie!!! They need to stop giving out false information to get sales!!! 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/15/2024

  Per the manufacture warranty attached, pet f**** and vomit are not covered.  As the customer's concern is for vomit, this is not covered under the product warranty.

  We have offered to replace that area on a new contract but the customer declined our offer.

• Initial Complaint

  Date:06/08/2024

  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.

  I am writing to express my extreme dissatisfaction with the recent flooring installation service provided by ****. On November 2023, I engaged **** to install new flooring in my home. During the initial consultation, I was assured that the condition of the existing subfloor would be thoroughly assessed and any necessary repairs would be conducted prior to the installation of the new flooring & extra fees would be applicable. However, the reality of the service fell far short of these promises.Contrary to what was agreed upon, the workers proceeded with the installation without addressing any potential issues with the subfloor. At no point during the installation process did they communicate any concerns or inform me of any necessary repairs. As a result, my new floors now produce irritating noises with every step, indicating a clear failure in the installation process.I have made numerous attempts to seek resolution from ****, including phone calls, in-person meetings, and email correspondence. While **** has acknowledged the mistake, the lack of tangible action to rectify the situation is unacceptable. Despite assurances of addressing the issue, I find myself continually chasing **** for a resolution. This ongoing ordeal has not only caused significant frustration and anxiety but has also resulted in unnecessary financial strain.Given the magnitude of this oversight and the considerable inconvenience it has caused, I am left with no choice but to request a full refund for the subpar service provided by ****. Furthermore, I am no longer willing to engage with **** for any further repairs or services. It is evident that the company's lack of accountability and failure to deliver on its promises have eroded any trust I had in its capabilities.I expect prompt action to process a refund for the entirety of the flooring installation service, as well as compensation for the inconvenience and additional expenses incurred as a result of ****** negligence.

  Business Response

  Date: 06/28/2024

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken with the customer and have offered replacement. 

  We apologize for any inconvenience and look forward to resolving this matter amicably. 

• Initial Complaint

  Date:05/21/2024

  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 am writing to file a formal complaint regarding the installation of flooring. The timeline of events as follows: Original Installation: The flooring installation took place around March 2021. However, issues arose immediately after the installation, which remained unresolved for an extended period.Initial Contact and Unresolved Issues: Despite repeated attempts to contact Empire Today regarding the installation issues, no satisfactory resolution was provided until ******************* reached out to me on June 17, 2022. Email Correspondence: Several emails were exchanged between Empire Today and me, discussing the problems with the flooring and the need for inspection and repair. Inspection by Original Installer: On a date mentioned in the email correspondence, a contractor from ******** Flooring of *********, the original installer, inspected the flooring. Despite confirming no water damage or signs of moisture, Empire Today attempted to charge me $984.57 based on a 15% moisture reading. Second Opinion from ServPro: To dispute the moisture reading, I sought a second opinion from ******* of Elkton Maryland on June 23, 2022. The inspection revealed no signs of water damage, and the flooring was replaced at no cost on August 13, 2022.Recent Developments: However, the flooring has started to exhibit the same issues again, including bubbles, indicating that the problem persists despite the replacement. I believe that Empire Today has failed to deliver a satisfactory service and has not addressed the underlying issues with the flooring installation. Despite multiple attempts to resolve the matter, the problem persists, causing inconvenience. Therefore, I am seeking intervention from the Better Business Bureau to facilitate a resolution to this matter. I request that Empire Today be held accountable for their substandard service and that appropriate measures be taken to rectify the situation, which may include a full refund or a satisfactory repair of the flooring.

  Business Response

  Date: 05/31/2024

  We appreciate the customer contacting us regarding their concerns.

  The local customer service manager has reached out to the customer four times by both telephone and email.

  We look forward to hearing from the customer and resolving this matter amicably. 

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21742410
  
  I am rejecting this response because: I have yet to receive any phone calls and/or emails from ****. My number and email was on this complaint which Ill provide again ************** and email *****************************************************. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/04/2024

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

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.

  The customers installation was completed March 10, 2021.

  The local customer service manager reached the customer and a one-time no-charge courtesy assessment is set for Friday, June 7, 2024.