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Luna Flooring complaints

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333 Northwest Avenue
Northlake, IL 60164 | Get Directions

(773) 202-5862

http://www.luna.com

For business hours contact (773) 202-5862 or visit www.Luna.com

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Total Amount in Dispute:
$6,300.00

Total Amount Settled:
$0.00

Complaint Experience

67%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

3 complaints against Luna Flooring closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
0	Unanswered

3 complaints against Luna Flooring

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5/1/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $4,500.00 Amount Settled: $0.00

Customer Complaint

4/15/2024

I had no vinyl floors installed in 2021 in December 2023 the flooring began to pucker and gaps developed. I contact Luna and was told there is a lifetime warranty on the product but only two years on the installation. Luna wanted to charge me 182.00 just to come out and inspect the problem. I had another company come out to inspect the flooring and was told there were install incorrectly. My contract id. Is 1-20-eigve. I opened a ticket only to be told about the required dispatch charges. Ticket 1-7253543173. The sales rep from Luna now with another company came to my home in March 2024 and agreed they were not installed correctly. Resolution Sought I would like to have the floors replaced and reinstalled correctly.

Company Response

4/17/2024

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 customer's 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.

Customer Rebuttal

4/19/2024

The product has a lifetime warranty. I cannot say this is an installation issue or defective product. Product is defective that has a lifetime guarantee

10/25/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,800.00 Amount Settled: $0.00

Customer Complaint

9/27/2022

Ordered flooring from Luna with baseboard. The order was rescheduled several times before I was able to have it done. When he came with the flooring there was no baseboard. I told him I wanted my money back and was not having it done without baseboard. I called Luna and was told it was on backorder and to call back Monday. On Monday I was told to call back at the end of the week if I hadn't heard from anybody. On Friday I was told it was not ordered and I was not getting it. Resolution Sought I would like a partial refund for not getting the baseboard I would never have ordered the flooring without baseboard because I have no baseboard and when the man came I told him I was not having it done and wanted my money back without baseboard.

Company Response

10/12/2022

We appreciate the customer contacting us regarding their concerns. The customer did not purchase baseboards on the original contract, but if she would like them installed , they can be installed at a cost. The credit for the take up that was not needed has been refunded to the customer's credit card on October 12, 2022.

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