Luna Flooring

ghosted

The experience with Luna has been terrible. The Installation is still not completed as promised and what has been installed isn't done correctly. On July 15th we had a representative from Luna flooring come out to provide us an estimate for flooring. We made are selections based upon the information he provided. Laminate throughout most of the house, Vinyl in the kitchen that was supposed to have a tile/grout look and carpet in the bedrooms and stairways. We were quoted $10,900 for everything. When going to sign the contract the representative did not have a pen and the only pen I had on hand barely wrote. To proceed with the sale the representative asked me to sign my name on one of his contracts (he voided out) and he would transfer/carbon sign my name to the contract he fills out. The laminate and vinyl installation was scheduled for Thursday July22 and the flooring installation the following Tuesday. The copy of the voided contract was emailed to me with the representative's phone number. Per the representative, I could call or text him anytime and he would respond back quickly (he also said his preference was text). Prior to installation day I had called to request the time window for the contractors to arrive. I was provided the window of 8am-6pm. I explained that I live in an HOA if the contractors arrive at 6pm they would not be able to work very long as well as this being the longest time window we have ever been given by any contractor/company that we have had out. The call taker told me that they could not provide a more narrow time window until the day of installation so if I call that morning they would provide me with that more narrow time window. I called the morning of installation and asked for a better time window. The call taker was not able to provide anything other than the 8am-6pm window but stated they left a message at the warehouse and the installers would call when they were on their way. The installer called Thursday morning at 8:11am and told me they would be arriving in about an hour. Upon arrival the contractors were going over with me what needed to be done and questioned which rooms the trimming needed to be installed. I text the representative to double check with him, unfortunately I never received a response back. The installer told me he would verify with the home office and get the approval to purchase the trim from Home Depot since he did not have the product with him. I was a little upset and disappointed that anything was being purchased from Home Depot considering the amount that was paid for the product and installation, but I didn't say anything at this time. We were present for the laminate installation when they arrived and later left after discussing that it was ok with the contractors and made sure they had our phone numbers in case they needed anything. The contractors were not able to complete the installation on Thursday. We called Luna to see when they would be coming back to finish the job, we were told to expect a phone call to schedule that. Friday morning at 8:21 am I received a phone call from the same contractor that was out the day before. He was on his way again and would arrive in about an hour. I could not stay the entire time since I had to go to work and no appointment was made for us to move our work schedules around so we could be there for the installation. The contractor had me sign the form that he was there completing the installation then I left after the contractor agreed to lock up after they were finished. The laminate installation was not done properly. A cord was not tucked behind the trim as it should have been creating a potential trip hazard, there are staples/nails sticking out of the laminate throughout the house creating another hazard, quarter round is falling off, and one of the laminate planks is scraped/peeling. On Monday afternoon I received a phone call from Luna flooring they stated they were calling about my appointment that was scheduled for that day. I explained our appointment is scheduled for Tuesday I never received any email confirming the appointment or a phone call prior to the appointment to confirm as I did with the laminate. The installer never called me on Monday either to let me know he was on their way or at the property (I could have drove over to the property). The agent stated there must have been a mix up but he can reschedule for August. At this point my anxiety is up and I am panicking because the sales agent assured us that everything would be finished so we could be moved in by July 31. The agent and I kept going back and forth he even offered me $100 off for the inconvenience. I explained that if they did not come out as planned we would not be able to move in, we would have no rooms to sleep in, and $100 would not pay for the hotel that we would have to stay in until the floors were finished. I also explained that we went with the company because they gave us that assurance of fast installation, otherwise we would have went with Lowe's who quoted us less than half the cost for the same job. I asked to speak with a manager and he stated that he is the supervisor. The agent put me on hold and stated he could schedule it for that Wednesday. We agreed to that. Later on I called back in to file a complaint about the service, products, and installation. I was apologized to and a ticket was created for the repairs as well as having a manager call me back to discuss the situation further. I was told the Manager should call me back by Wednesday and the repair call should be received by Thursday. On Wednesday morning, I called Luna to verify the time window for the installers to come. The agent I spoke to said that she only sees that they are suppose to call me about the carpet but nothing about the installation. She left messages with the warehouse and customer service for me to get a call back and added that if I didn't receive a call within an hour or hour and a half to call back. Rather than getting upset and worked up I told her I would wait for that call back and also discuss it further with a manager. After 2 hours I never received a call. Both my boyfriend and I called in several times. We spoke to agents who would leave messages with managers and other departments, disconnect us when asking to speak to a manager, or transfer us to another non manager agent when we ask to speak to a manager. One agent even told us regarding the trim, that it was not there policy to come out and tuck the wire behind the trim that we would have to have the work done then submit an invoice to them (I am not paying another company to fix their mistakes if it was an issue the sales rep should have discussed it with us prior to scheduling or the installers could have informed us at the time so it could have been addressed properly). The job is still not done any agents we talk to won't/can't help us and management won't answer the phone. We are going to be forced to live in a house with no bedrooms to sleep in (they don't have carpets) and hazards all over the place from poor installation and having to move our things over but not able to put them away because the company did not finish the installation with the only other option of staying in a hotel which is expensive but may be the safest option for my family.

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