Luna Flooring Reviews

I had let Dee know that I would be financing it. So there was a deposit and I said, “Well, no. I wanna finance the whole amount.” Then an individual from Luna called and said, “Okay. Yeah. That's fine. We can do that. Someone will call you to confirm.” But that call never happened. It was supposed to have happened prior to the flooring being installed. So I called Dee the day before the install was happening and asked, “Hey, I never heard about the financing. Where do we stand with that?” She said, “They never got back to you?” I said, “No.”

We had to go through this whole debacle. It was the day of the install, and the installers were on their way. Dee and I had to get together that morning to go through everything because we had to be together in order to do the financing and get it taken care of over the phone. So, that was a bit annoying. But because Dee was so outstanding and she made the time, we got it done. Luna was able to install it several hours later. But had the financing department not dropped the ball on that, we wouldn't have had to do all that.

The only negative thing is when I contacted the sales guy about the problem I had with the seam, he responded to me immediately, but then I could not get a response from anyone else to schedule a date for it to be fixed. He contacted me multiple times saying that he had contacted other people that were above him to get it fixed or resolved. Then, all of a sudden, they didn't ask me what date I wanted, they just told me what date they were gonna come. So, I had to recall and reschedule a day that worked for me. I just thought that was a little weird that they didn't even contact me to figure out when they could fix it. It was all positive other than the weird scheduling.

I have only one complaint, and that is with the salesperson who came here. I said to the man, "I'm not getting hardwood, I'm getting vinyl." He said, "No, you would never put lipstick on a pig." He was referring to my house as a pig, and you would never put hardwood on it. I have a lovely home. When I got the evaluation, I gave Luna all the extremes. But I gave him a lower remark. He seemed to be somebody who's been doing this for a long time and very secure in himself. But when he made that comment, I will not forget the audacity of that individual to say that to my face till the day I die. I didn't ask him to leave because I wanted the job done as soon as possible. So I endured that.

Installation day, they called and said they were on their way. They would be here by such time and they were. Neither one of them spoke good English, which we expected because we've had flooring put down before and that tends to be what we always end up with. They did a good job except there were a few things that they acted like they didn't know how to finish it and there was a call back over it. One of the things is we had carpet in the dining room and living room both. So, a split had to be made between the dining room and the living room.

Instead of cutting it straight, putting the carpet and put a border strip on the top, they cut it and tucked the padding under the carpet back under. My carpet lifted because it's a big bump. So, not happy about that. The rubber base stripping is coming loose at two places. The one sticks out. Those were the two main things. They're coming back tomorrow.

My roommate did not like the price and we're not happy with the installation because this will be their second comeback. Because the first time, they didn't have enough trim, so they had to come back and finish it which would disrupt my whole day because they told me they would be there between 8:00am and 6:00pm. I like to be here too because between my roommate and I, we see things that the other one didn't see that we wanna make sure is done right. But we love the floor.

The installers were a two-person crew, a female and a male. The lady seemed to be the head of the crew and did the majority of the interactions and made sure she showed us the product that we chose, and made sure we were okay with it. She wanted to make sure that we understood what we were doing, the amount of time it would take. We had a few questions about the preparedness of our home already with dust and items in closets. And they were very straightforward. It was the two people on day one, and they came back on day two but brought two other additional people to finish up, because they came Friday and didn't want to leave it for Monday.

We had one setback because they had told us we needed a different subfloor thickness than the one that was quoted. So, I was prepared for this bait and switch. But I texted our sales person, they took care of it. The people were respectful. There's one piece of trim that they put in my dining room that had a seam in the middle of the wall, which is the only aspect that I would have said something if I noticed it for earlier, but it's not that big of a deal.

Their sales person was polished, but after the fact we realized clearly had no appropriate training for taking measurements or understanding what can and cannot be done. We were told quarter round trim would be no problem, that our floors were level and would be no problem, that a closet that was not finished and needed a door, would be no problem to run new LVP flooring over threshold. Installers came out, none spoke English except a a very young teenage boy with compromised hearing, who did his best to translate so we had language barriers trying to make payment by check. It took an hour before they would start work because of this.

The install was messy, we had glue all over a closet, with jagged cut edges of flooring showing under a minuscule threshold. The installers told us opposite of the sales guy, that quarter round trim wouldn’t work, and we needed at least 4” moulding, which they didn’t have with them. The second closet they ran flooring inside of it but left the threshold bare with no flooring because apparently their install team are subcontractors and could not be expected to cut the closet framing on floor to run the new floor all the way through, something the sales guy should have pointed out and informed us BEFORE install began.

One of our stairs started coming loose within a month. We finally got them to come back out to fix these issues, but the company refused to have them redo the second closet. They also told us that the manufacturer of the floor has no wide transition pieces, nor would they give us the manufacturer information to contact on our own. So if anything ever goes wrong again with this flooring, we’re out of luck and unable to get replacement pieces.

Here’s my full story:

They have been terrible from the very first step. When the salesperson came to give me a quote, he convinced me that I should give them a 25% deposit and that I can cancel it in three days no questions asked. Naturally I scheduled the installation on the fourth day. When the contractors came, they told me that they won't be able to install hardwood because their nails are too long and would reach the concrete underneath the plywood. (They also said that they weren’t told about fixing any plywood which was something I signed in the contract). They later convinced me to remove all of my existing plywood and install engineered hardwood directly on top of the concrete. I agreed but after a few back and forth cancellations both from my and their end.

Different contractors came with engineered hardwood completely different than what the salesman led me to believe, the color was different, the thickness was as thin as paper, and the width was 5”, my whole house used 3.25” for reference. The thickness brought was also much different than what I signed in the contract. I was told that changing from hardwood to engineered would bear “no noticeable difference” and that the thickness and width is “similar”. Not to mention the contractors told me that I shouldn’t place it directly on concrete and that plywood subfloor is better— the exact opposite of what the salesman and the previous contractor told me.

I’ve honestly never been forced to stay with a company that will not do the work!!! Yes I rescheduled myself a few times but even on the times they came, they would bring up a whole new excuse that is the exact opposite of what the person before them said. I demand to get my full deposit of 1497$ back, I will not be extorted through my deposit. Whoever is reading this, my name is ibra **, my number is **, if you have any questions let me know. DO NOT USE THIS COMPANY!! And don’t believe those positive reviews.

Firstly, the communication throughout this entire process has been abysmal. I experienced repeated delays in receiving responses to my inquiries, both via phone and email. It is unacceptable to be left waiting for days without any update or clarification, especially when making a significant investment in a product and service. Furthermore, the installation team that was sent to my property displayed a lack of professionalism and attention to detail. The workmanship exhibited was far below the standards I expected. Moreover, they exhibited a careless attitude while handling the flooring materials, resulting in visible damage to several pieces. The lack of respect for my property was evident, and the overall quality of the installation was subpar.

As a result, the flooring in my kitchen is lifting, peeling, visibly warped and chipped throughout; and coming up after only 36 months. According to the warranty it is supposed to be for 50 months. They wanted to charge me almost $200 just to come look at the problem; and even more to fix it. I paid upwards of $10,000 for my flooring and a lifetime warranty. https://www.luna.com/luna-service-plan.

Additionally, the post-installation support and follow-up have been severely lacking. Despite bringing these concerns to the attention of Luna Flooring's customer service department, I have yet to receive a satisfactory resolution or any indication that my concerns are being taken seriously. This disregard for customer satisfaction is highly disappointing and does not reflect the professionalism and integrity that I expected from such a reputable company.