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Business Profile

New Carpets

Luna Flooring

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Luna Flooring's headquarters and its corporate-owned locations. To view all corporate locations, see

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Luna Flooring has 4 locations, listed below.

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    Customer Complaints Summary

    • 136 total complaints in the last 3 years.
    • 45 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:05/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Complaint: 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,

      ***********************ing. 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. 

      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.

    • Initial Complaint

      Date:05/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

       
      Complaint: 21716393

      I am rejecting this response because:

      Our initial flooring installation was completed October 22, 2020. **** indicates they provide a one (1) year labor warranty, in addition to the manufacturers product warranty.  We were also told at installation they offer a lifetime warranty, and we would never have to worry,which was obviously false.

      The work were referring to in this complaint is from 2022 and 2023, long after the initial installation, to address faulty floor movement.
      Weve contacted **** several times to resolve this issue and were told repeatedly that someone would get back to us. We asked **** to fix, at no cost to us, the area of flooring that continues to move because it was installed incorrectly.  

      We finally received a call only after contacting the Better Business Bureau, when **** offered a free assessment of the floor movement problem, with us being responsible for any repair costs.

      This shows **** doesnt care about its customers or act in good faith.

      In short,Lunas proposed solution is unacceptable, and we ask the company to fix the faulty flooring at no cost to us.

      Sincerely,

      Larriesh Gee

      had been fixed several times and should be covered by our lifetime warranty not to mention we have had this part of the floor repaired before. We then began the roller coaster of telling us someone would be in touch with us. We have been given the run around for months many different responses and promises of escalation never providing good customer service and keeping their promise of following up to address our concerns. All we want is the floor repaired.

      Business Response

      Date: 05/21/2024

      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 October 22, 2020.

      We are performing a no charge assessment and customer understands he will be responsible for the repair costs.

      Business Response

      Date: 05/29/2024

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

      The local office is offering a courtesy one-time no charge assessment.

      The customer is to advise their availability to schedule the assessment.

      Customer Answer

      Date: 05/29/2024

       
      Complaint: 21716393

      I am rejecting this response because: While we appreciate the offer of a courtesy one-time no charge assessment, **** continues to avoid addressing the issue at hand. The assessment does not fix the faulty work it only will provide us with an out-of-pocket estimate. This is not a satisfactory resolution. We asked **** to fix, at no cost to us, the area of flooring that continues to move because it was installed incorrectly well after the initial installation, and they continue to avoid addressing this issue. We have spent months trying to get a satisfactory resolution and have been continuously put off.  After my last response to simply reiterate they would do a free assessment doesnt address our complaint at all. In response to an email we received from ******* with ****, I advised we updated our response to address the proposed solution.

      In short,Lunas proposed solution is unacceptable, and we ask the company to fix the faulty flooring at no cost to us. 

      Sincerely,

      Larriesh Gee

    • Initial Complaint

      Date:05/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Complaint: 21711250

      I am rejecting this response because: I am thankful that this issue is being sent to the manufacturer, however that does not mean the issue has been resolved. I will await a response from the manufacturer before closing out this complaint.

      Sincerely,

      ***********************actory. The fact that the flooring is failing after just 18 months of use is unacceptable, and the lack of willingness on your part to address the issue in a meaningful way is utterly disappointing.In light of these circumstances, we are left with no choice but to request a full refund for the cost of the flooring installation. We have lost confidence in your company's products and services and cannot continue to expose our family to the dangers posed by the defective flooring.

      Business Response

      Date: 06/03/2024

      We appreciate the customer contacting us regarding their concerns. 

      This complaint has been forwarded to the manufacturer for review under their warranty for the product. Please be advised this process is currently several weeks for the manufacturer to reply

    • Initial Complaint

      Date:05/06/2024

      Type:Order Issues
      Status:
      Resolved
      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 signed a contract on 12/19/20 for **** to install laminate flooring in my kitchen. Not even a year later the flooring was coming up or moving. I have had to call them back out to fix that issue twice. Then recently on 4/29/2024 I paid them $175 for them to come out and the transition strip because the staples they used were coming through the strip and I snagged my sock on it and so did my child. Now today 5/6/24 the problem is happening again I snagged my sock on a staple which I was told the staples were removed apparently not all. I would like a full refund and I will not use this company again!

    • Initial Complaint

      Date:04/19/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
       
      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,

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

      Business Response

      Date: 05/06/2024

      We appreciate the customer reaching out to us regarding their concerns. 

      We have spoken with the customer and they have confirmed that the correct amounts have been financed for both the carpet and vinyl planks orders.

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

      Customer Answer

      Date: 05/08/2024

       
      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:04/19/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.

       
      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. However, I feel that **** deceived me in giving me a berber carpeting that was CLOSE to the one I originally ordered BUT it was not the one I ordered.  I don't know if there was a price difference - they never told me.  No one had a work order that I could see with the exact product number of my original carpet.  I have a sample of the original carpeting in my garage, and this new carpeting is NOT the same carpeting that I ordered.  

      I'm just so tired of them coming to my house 4 times, and they still couldn't get it right!  I'm glad they removed all the carpeting and started over with new carpeting, even though I know it's not what I originally ordered.  I think I should have some sort of a discount on this carpeting since this was like a "bait and switch" deal!  They charged me $2,040.93.  I sent them a check on April 29, 2024 for $500.00.  I plan on paying this off within 3 months but I still feel since THEY switched the carpeting on me, I should get money off of the original amount.  

      Please let me know your findings when you contact **** again.  Thank you!


      Sincerely,

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

      Business Response

      Date: 05/06/2024

      We appreciate the customer contacting us regarding their concerns. 

      We have spoken to the customer and service for the carpet has been completed. 

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

    • Initial Complaint

      Date:04/15/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
       
      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,

      ********************d they sent the installer out to like at the problem on April 15, 2024.

      Business Response

      Date: 05/02/2024

      We appreciate the customer reaching out to share their concerns.

      The installation manager completed a site assessment on Saturday, April 27th and agreed that plywood should have been added to raise the level of the flooring. We have agreed to remove and replace the flooring. The only cost to the customer is for the plywood and a discounted quote was offered for the customer's inconvenience. 

      The replacement is scheduled for Saturday, May 4th. 

      We anticipate a positive outcome and thank the customer for the opportunity to address this matter. 

    • Initial Complaint

      Date:04/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

       
      Complaint: 21564733

      I am rejecting this response because:

       

      Good Morning
      This case is not resolved. **** sent out their technician to my home and he determined the product is defective that was installed . The customer service manager at **** has submitted a case to the manufacturer. I have not received any further correspondence. Please do not close this case.



      Sincerely,

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

      Business Response

      Date: 04/17/2024

      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 July 24, 2020.

      The local customer service manager has agreed to a one-time courtesy assessment as is set for Monday, April 22, 0224.

      Business Response

      Date: 04/29/2024

      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 July 24, 2020.

      The local customer service manager has agreed to a one-time courtesy assessment as is set for Monday, April 22, 2024.

      The photos and assessment information were forwarded to the manufacturer for review for a claim under warranty. Please be advised this process is currently taking six (6) to eight (8) weeks for the manufacturer to reply once submitted.

    • Initial Complaint

      Date:04/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Complaint: 21532265

      I am rejecting this response because the refund has not been received by me as of 4/25/24, even though **** has stated they have. My account does not reflect a refund. I also knew the new flooring could not go over the old flooring, however I did request that they leave my old flooring since I had already paid for this floor. I told them I should've been able to discard of it in my own manner. I do believe it was a language barrier due to the installers not speaking much English.

      Sincerely,

      **************************** MANAGEMENT, THEY INDICATED THEY CAN'T DO ANYTHING ABOUT MY OLD FLOORING BEING RETURNED OR REIMBURSED FOR THE COST OF MY OLD FLOORING. THIS ***** WAS ALREADY PAID FOR AND IT WAS MY CHOICE IF I WANTED TO KEEP OR NOT. I DID SIGN A FINAL ORDER OF COMPLETION, UNKNOWINGLY THAT THE OLD *****S HAD NOT BEEN PUT IN MY BASEMENT AS REQUESTED. I EXPLAINED TO THE MANAGEMENT THAT THEY MADE A MISTAKE ON OVERCHARGING ME AND I HAD TO CONTACT THEM REGARDING THE FINANCIAL MATTER, BUT THEY ARE SAYING SINCE I DID NOT CONTACT THEM ABOUT THE ***** NOT BEING LEFT UNTIL 3 DAYS LATER THEY CAN'T DO ANYTHING ABOUT IT. I DO NOT MIND PAYING FOR THE OLD FLOORING FOR THE **** I HAD THEM, HOWEVER SINCE I NO LONGER HAVE THEM I SHOULD NOT BE REQUIRED TO CONTINUE TO PAY FOR THEM. THEY TOLD ME THE OLD FLOORING WOULD BE DISCARDED ANYHOW THAT'S WHY I DECIDED TO KEEP THEM FOR MYSELF OR POSSIBLY ANOTHER AREA IN MY HOME.

      Business Response

      Date: 04/24/2024

      We appreciate the customer contacting us regarding their concerns. 

      When service was scheduled the only request the customer made was if the new ******************** could be installed over the previously installed flooring and they were advised that it cannot be. The replacement includes take up, removal, and disposal of the previous flooring and this was completed. The overpayment for the replacement has been refunded to the original payment method. 

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

       

      Business Response

      Date: 05/02/2024

      We have reached out to the customer to discuss payments to her account. 

      We want to compare her records with ours. 

      We ask that the customer please call us back. 

    • Initial Complaint

      Date:03/29/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
       
      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,

      *********************ft me with a very ugly rubber transition strip leading from my living room to my kitchen. No one should have to pay for work that was done so improperly. Its completely unethical the way their entire customer service department handled this or should I say, didnt handle this at all.

      Business Response

      Date: 04/01/2024

      *************** Relations Team.
       
      The consumer filed this case under Empire Today, LLC. However, the purchase was made under our sister company Luna Flooring.
       
      Please move case # ******** to Luna Flooring.
       
      Should you need further information, please advise.
       
      Thank you.
       
      ***************************
      Empire Today, LLC
      Luna Flooring

      Business Response

      Date: 04/15/2024

      We appreciate the customer contacting us regarding their concerns.
      We have spoken with the customer and offered a fair and reasonable accommodation for the install concerns which has been refunded to the original payment method.
      We apologize for any inconvenience and thank the customer for their feedback

    Luna Flooring is BBB Accredited.

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