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Luna Flooring / 21st Century Flooring
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3.4 62 Reviews

Luna Flooring / 21st Century Flooring Complaints Summary

37 Resolved
25 Unresolved
Our verdict: With a good resolution rate, Luna Flooring / 21st Century Flooring generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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1:44 pm EDT
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Luna Flooring / 21st Century Flooring non complience of contract obliigatiuon/negligence/inferior product installed/disrepected by customer service representatiive/misrepresentation

Attached is the email sent to Melisa Dingus sent in March, 2019. This attachment should give a explanation of some of our complaints.
Mellissa,
As per our conversation on March 12, 2019, three contractors sent by your company arrived at my home to remove the carpeting and padding that was installed by your company's contractors on November 8, 2018. This crew was pleasant, acting very understanding and professional. My husband was present this time, but not with first crew. As the previous crew, crew #1, had threatened me three times. At each time he threatened to leave my home without finishing the work that had been started and not finished. He actually scared me, but I did not want them to leave my home in the mess that they created. I was comfortable with this new crew, Miquel, his brother and his sons so that my husband and I stayed downstairs while they worked upstairs. I explained to Miquel what took place when and how the other crew laid our carpeting. I even offered drinks and bought them lunch. I noticed something odd when Miquel's crew was taking out the carpeting and padding. There was carpeting debris and dirt in my hallway vent. Later on my husband discovered that the other three vents in our living room were not cleaned out, they too had dirt and debris in them. I was very upset about the debris inside my vents, as my husband has severe respiratory problems and is very sensitive to any foreign particles in the air. He had double chemo for five month, once a week, several years prior and his immune system is not as strong as most people. Several years ago, we had Michael and Sons install a new heating system. At that time they checked the vents and stated they did not need to be cleaned out as the vents had no evidence of any kind of dirt or debris. Also, the other crew did not replace the tack boards that should have been replaced because of the water damage. When I questioned that crew about this, they replied that that's the way it is done and refused to replace the old tack boards. Also, when the new crew removed the padding from the previous installation, I noticed that there were three different types of paddings used, as evidence by the different colors of the paddings. The colors were black blue, green, black and white denoting that they were of different grades as explained to me by Miquel. The padding was laid down in pieces not in one continuous piece. I also had questioned that process at the very beginning. Also, both crews did not know how to lay the carpeting on the stairs, they pieced the stairs instead of having a continuous waterfall type flow going down the steps. That's the only way they knew how to lay carpeting on the steps. Before, I go any further, let me explain the following. My husband, who was a realtor, and I were involved with another realtor that owned a carpeting company who taught me about the carpeting business, from sales to installation. I know what I am talking about when it comes to carpeting.
Now, concerning the new carpeting installed this second time around. First of all, we had to remove everything out of our closets, drawers, curio cabinets, disassemble the computer system, china cabinet, and anything that could be damaged when the crews moved furniture. Needless to say, we are having to do this for a third time and it takes a week or more to get everything set up and put back properly. We are not looking forward to this inconvenience and work for the third time. The carpeting we paid for was supposed to be five star quality and the padding the best on the market, as per your sales representative. I had two different carpeting companies come in to assess the carpeting that was installed by your company and basically they said the carpeting was a hoax. I showed them how the carpeting was seamed throughout the house and they agreed that this was a shoddy job. This was the first carpet laid in our home. The second crew did a better job. The new crew ran out of carpeting and could not finish the basement steps. Now we have just the padding on bare steps with stables sticking out to where we have to make sure we have shoes on in order not to get injured. When they packed up their gear, I was sick to my stomach and although they offered to come back the next day, we just could not put up with the stress anymore. Also, I have a large bag of carpeting and padding strips that Miquel's crew left at our home, which shows that the quality laid down on the second time is of poorer quality of the carpeting laid down first time. I cannot help but questioning the quality of the carpeting that was laid down the first time.
Mr. Robert Butler, your representative, came to my house to try to resolve some of the problems concerning this shoddy work and the quality of the carpeting. I showed him the steps how they were laid piece by piece and the shoddy work performed with the laying of the carpeting on the steps. I had taken pictures of the work being performed and these I showed to Mr. Butler. Also, I showed him where the first crew broke my daybed in our guest room. I explained to him that I know about carpeting and this was not five star carpeting and the padding was not what we paid for, as it was not the best as it was represented to us by your sales representative. . Mr. Butler came to my home a second time and I showed him the pictures and told him about all the bits and pieces of the paddings and carpeting from both crews. I still do not trust the padding quality. I would not put this cheap carpeting in a garage nor a dog house. Mr. Butler apologies again, as before, and stated this would have to be handled by corporate. He also named a list of seven things, and the companies that he was going to contact, in order for these deficiencies to be corrected. Including cleaning the vents and also having an exterminator exterminate my home. When Mr. Butler left our home I wanted him to know that I was not a happy camper. This is a huge strain on my husband and myself, again we have to move our belongings from four rooms into the bathrooms and our sunroom creating wear and tear on our belongings. My husband and I are approaching seventy years old and we are both disabled. The vent system has been compromised creating a respiratory problem for by husband and our house has been trashed two times with the third just around the corner. The carpeting process is nothing that I have experienced in all of our homes. The carpet experts that came to our home agree that this is cheap carpeting and unprofessionally installed. The trust I had in Luna is gone. Who in their right mind would not agree with me? Once is maybe ok, twice no way and a third time I cannot believe it.
In order to solve this situation, I want the carpeting and padding I was promised by you sales representative, the steps carpeting flowing down like a waterfall, not in pieces. I want compensation for the broken bed, I want compensation for cleaning the air duct system, and cost of exterminating our home. Before, I forget, the padding that was installed the first time was old and came out of somebody else's house, hence the need for the exterminator. I will provide the pictures to you via your phone. This time I want the upstairs done one day and the downstairs a couple days later. This gives us a chance to put back everything from one floor then the second floor. My husband I cannot take the stress of having our entire house upside down. The first time, November 8th, the holidays and everything involve with the holidays that we had our plates, was so stressful that my husband experienced numerous seizure, as he has PTSD. The second time it was so obvious that nobody should have to go through this again. Let's hope the third time is the charm.
Thank you for your time and consideration on this matter. We hope to hear from you soon so that we can solve this problem to our satisfaction.
Sincerely,
Mrs. Catherine J. Pratt 2202 227th Street Pasadena, MD 21122 Telephone # [protected]
August 2018, we contracted LUNA to have wall to wall carpeting installed in our home, which covered the living room, three upstairs bedrooms, two hallways and two stairs (13 steps each). In the contract the installation of the carpeting on the stairs was to be in the waterfall method, this is in writing. We also contracted and paid to have the best padding and five star carpeting as represented by your sales representative, Michael Ponte. As of this date your company's contract obligation have not been met. As you can see by the email sent to Melisa in March we have been frustrated and insulted by your so called customer service representatives. My wife has been verbally abused by insulting her intelligence. The last conversation that she had with your representative who was supposedly from your corporate office, Charles Ogame, tried to insinuate that she was an idiot. First off he stated that your company does not state that you carry five star carpeting and during the conversation it became evident that he had not reviewed our claim. He stated that we had already had our carpeting replaced three time. The fact is this would be the third time that we would have to replace the inferior carpeting and padding. In May, while discussing having to replace the carpeting for that third time, replacing the broken bed, and the stress involved with entire matter my wife stated that she wanted the following: 1.) Replace the carpet and padding as was contracted originally; 2.) Compensate for the broken bed; 3.) Replace the kitchen floor and the small bathroom floor on the first floor; and $.) Any monitory compensation that your company feels for this entire unpleasant situation. I have a very low stress level as I am a veteran diagnosed with PTSD and this has caused me undo stress not only for me but also for my entire family. One more consideration is that our daughter will be moving back from Georgia to live with us in August. We need to get this problem resolved now not later. Presently, I am holding off getting legal representation, starting a face book campaign, contacting Senator Von Hollan's office, and Channel 13, and also the Better Business Bureau.
Please respond in writing and email so we can get this problem resolved. As of the 8th of July this will be eight month since we first contracted with your company. There should not be any question that your company has wronged us and that we are owed a timely resolution.
Thank you for your time and timely consideration on this matter.
Sincerely,
Herold K. and Catherine J. Pratt
Email: [protected]@hotmail .com
Telephone: [protected]
2202 22th Street
Pasadena, MD 21122

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Luna Flooring / 21st Century Flooring tile installation

Dear Luna

I had a sales rep out to my house mid March with the intention of purchasing tile flooring for my bathroom and carpet for my staircase. The sales rep that came over was extremely uninformed. She did not know the product, kept showing my samples of things I was not interested and seemed unsure at times. She was finally able to show me samples of a tile that I loved, I asked her twice - while my mother was present - to confirm color and size and she confirmed the size as a rectangular shape - a 12X18 inch tile. I purchased that along w/ carpet for my stairs. The next week, when the tile installer came it was a fiasco. The installer was at my home for over 2 hours but could not start the work as he was waiting on confirmation that I had paid for project. Imagine my surprise and frustration that no one was getting back to him to confirm. I had purchased this on my Luna credit card that I have had for over 6 years and never had an issue. The sales rep had also informed me that my toilet would not need to be removed and the installer would tile around it. The installer told me that was not the case, the toilet had to be removed. I was fine with that - but concerned because the installer was unsure on how to reconnect the toilet lines. I called Luna customer service and expressed my concerns. I also found out at that time that the sales rep had neglected to process some paperwork on her end and my confirmation of payment was never recorded - and that is why the installer was unable to proceed with the job. The installer ended up leaving without doing any work and I had wasted taking a day off from my job.
the work was rescheduled for the following week. I was unable to take an additional day off and I had a relative meet the installer at my home. The tile was installed and when I returned home found that 12x12 tiles had been installed and not the 12x18 inch - which is what I had purchased. I checked my contract and no where on it did it notate the size of the tile. I called Luna immediately and here began weeks of back and forth and much frustration. I spoke with numerous people and finally was connected with a manager named Randy. Again, after much back and forth, Randy spoke with the sales rep who confirmed she made a mistake on the size of the tile when she sold it to me. Come to find out - they tile I bought doesn't even come in the 12x18 size! They sent another sales rep out to show me other tile samples, but nothing was what I was looking for Luna is very heavy in tile flooring that looks like "wood planks" and that is not a look I was into. I in-turned asked for a 50% discount. The total cost for the project was $617. Randy offered me $150 discount. I told him that I feel a $300 discount was more than acceptable in this situation. The sales rep gave me bad information, let me purchase tile that was not in the size I wanted, screwed up initially on my proof of payment, which mead me to miss a day of work. I was then unable to take off the following week and be at my home when the incorrect tile was being installed.
If you pull my account, you will see that I am a long time, repeat customer. I had my entire previous home done by Luna, I was now hoping to have my new home flooring done by Luna as well. Randy has told me that a $300 discount will not happen in this case. Over an additional $ 150, Luna and Randy are willing to lose a long term customer? That seems extremely disappointing. I am very disappointed in Luna, their customer service and their treatment of customers.

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ET Customer Support
Northlake, US
May 07, 2019 4:28 pm EDT

Leah, thank you for bringing your concerns to our attention. Your satisfaction is important to us, and well be in touch with you shortly to discuss your concerns.

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Luna Flooring / 21st Century Flooring carpet

Horrible management and company that will not do what's right! Had carpet installed that needed to be replaced because of a defect. AFTER we have been moved in they said the entire carpet will be replaced under the warranty. We have so much stuff in all our rooms with 3 kids, it's an absolute nightmare to have to move EVERYTHING. When I talked to a manager about being compensated for the carpet some way, she told me they cant do that. I have every right to get a discounted refund after the more than $10k we spent. This is so ridiculous they wouldn't work with us as a customer and keep us happy with some of our money back! I would never order anything again from this company!

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Luna Flooring / 21st Century Flooring unethical behavior

I would like someone to know about the unethical behavior of one of your employees who was supposed to be helping me resolve several errors made on my order, installation, and financing. Denisha h. Was this employee. She initially started out trying to be helpful. After several attempts at leaving voicemails on her extension without resolution, we spoke yesterday and she was insisting i give her my email or fax number to sign paperwork and return to her immediately. I tried to explain to her that she needed to contact wells fargo their finance company because they had sent me a letter stating the dispute had been resolved. I asked if she could explain why i needed to sign her paperwork . She told me that she had already went over that with me and wasnt going to explain it again. I asked her not to speak to me that way and she accused me of taking out my frustration on her. When i asked if she could guarantee she could resolve this by just speaking with wells fargo she said if i wasnt going to give her what she needed then i could fix it myself and hung up on me. Her behavior was deplorable and completely unprofessional and i can not believe she has been entrusted by her company to resolve problems customers experience. Even though i called back to give her what she needed she would not take my calls . After 3 attempts, i called back and told her receptionist to tell her she no longer needed to help me as i had reached out to wells fargo myself and they were handling it. Very dissatisfied with her and luna all together . Will never recommend them to anyone . Sales person kim gave wrong info, she didnt place order right, installer showed up end of day and refused to do job, on top of that he didnt have all the materials he needed, had 2 take second day off work to get product installed, wrong amount in financing sent in even though i did down payment before installation and was assured it would be credited, it wasnt till a week later which made my minimum payments incorrect had to have wells fargo file dispute over this matter and then i get denisha being rude and showing unethical behavior . The only person who was helpful was diane who oversees installers she was great.

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Luna Flooring / 21st Century Flooring carpet installation/luna

I purchased a whole townhouse of carpet to replace old carpet. We picked the top of the line with the highest padding as well. My scheduled delivery date was 11/5/18 and I was told I was first stop on the list. On 11/5 it was raining and I received a call from Luna at 7:30 am stating they could not come because of the rain since we had no garage. They rescheduled for Wednesday 11/7/18. I received a call from Luna (automated) at 9:30 am. stating my installer would be here within the hour. He showed up at 11:00 a.m. (Job #CX24220-546955 Cell phone # and name Esvin Benavente [protected]). He only had a woman with him to do a whole house (3 floors). He did all the work she would pick up debris and take it to the truck and carry padding in. By 6:30 pm he was not finished but started to clean up. I asked him when he would finish and he said he wasn't given enough carpet (to finish one stairway!) SERIOUSLY! and he would be back at 8:30 a.m. on 11/8/18. So on 11/8 I was waiting and at 9:30 received a call my installer would arrive within 1-2 hours. I called Luna at 11:30 a.m. said they left a message for the installer to call me and if I did not hear within 1/2 hour to call back [protected]) at 12:45 I called again and was told no answer with the installer or supervisor so I was given a ticket #1-[protected] and a customer service #[protected]. That number was a recording to leave a message and if you press 0 it says no operator on duty. REALLY? Customer service? At 1:00 p.m. I still had not heard anything so called the [protected] and spoke with Lena who said she spoke to the supervisor who told her we were on the list. I asked what time she could not give me that. At 1:30 p.m. I called customer service again and requested the carpet be pulled up and I wanted a full refund. She said we were scheduled to have the finished carpet today. I told her they demanded I pay the balance for a job to be finished and it wasn't so I wanted a refund. She put me on hold and said she spoke with the supervisor name "Wilson" and we were scheduled for delivery between 3:00 pm and 6:00 pm. I told her that was unacceptable and I wanted to talk to the supervisor. She then transferred me to the [protected]# which no one answers! During the day I tried calling my installer at the cell he had called me on the day before and it went directly to voice mail but said a mailbox had not been set up so I could not leave a message. I tried my sales agent Rick Burke but could not reach him either.

At 3:16 p.m. I received a call from Hugo Garcia [protected] who said he was the installer and was on his way but would not be here until 4:30 p.m.

He did arrive at 4:30 p.m. with 2 other people (why they didn't send out 3 people to begin with and my job would have been completed as scheduled! I don't know) and they worked very fast and efficiently (Job #CX24220-555108). They got the stairs done, placed the metal borders where they needed, cleaned up with a vacuum not a broom which the first guy used and got out of here by 6:00 p.m. They were very fast and efficient and got the job done quickly. The first guy removed a door and when he rehung it now won't close. Hugo said they do not fix doors. The first guy left his drill and several tools which I gave to Hugo because we did not want them in our house.

This was the worst experience. I can't believe as much money as we spent buying really nice carpet and carpeting a whole house that we couldn't get installers that could get the job done in one day like we were promised. We paid a lot of money to have good service and I could not get one straight answer from ANYONE when I called and #'s that were given to me were just answering machines that I left messages on but no one returned calls. Not until I demanded a refund did I actually receive a call from an installer. Not sure if he was even planning to come but my message stated if no one came and finished the job yesterday I was cancelling my order and I wanted all the carpet ripped up and returned and a full refund. I would never, ever, ever recommend Luna. You get someone right out for sales and they are nice and get everything done in a timely fashion but then when it comes to installation you want your balance up front but you have no customer service after that. I hope we don't have problems because I hate to think of how hard it will be to get through to someone! I spent 2 days off work waiting for people who promised they would be here early and never showed. I am very dissatisfied.

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Luna Flooring / 21st Century Flooring carpet/ kitchen tile

August 25, 2018, I contracted with Luna Carpet to install 3 rooms of carpet, a small hallway and stairs, plus the living and dining area. I also contracted to have the kitchen tiled. August 27, 2018, the carpet installers were prompt. They completed 3 rooms (which consisted of 2 bedrooms and a loft) the stairs and the hall. The living area and dining area was not completed because there was existing laminate flooring. Wheeler, the salesperson informed me that the installers would be able to install the carpet over the existing flooring. The installers refuted that statement. I was informed by the installer that the existing flooring had to be removed. He called the office and spoke to someone, I cannot remember the name, but she quoted me a price of approximate $245.00 to have the flooring removed. I agreed. The installer left, leaving the remaining carpet tucked away in my bedroom on the first level. There was not furniture in the home at the time. My thing were in storage. The idea was to have the flooring installed before I move into the home. From 8/27/2018 and two week later and many telephone calls, I finally spoke to someone who was to send someone out to remove the existing flooring. The carpet installers returned. The installer called his office one again. Apologizing, the person on the other reassured me that someone would be out to remove the flooring. No one called. I ended up removing the existing flooring myself (I am a senior citizen with an injury to my right arm) because my furniture had to be removed from storage or I was to incur additional charges. I called "Luna", Empire and now 21st century flooring and was finally able to get the installers back out to install the remaining carpet. I called multiple time to get the kitchen tile installed, to no avail. Finally, someone informed me that Ernesto told them that I cancelled the order. That never happened. Ernesto telephone me after the completion of the carpet, to ask about the installers and there performance. I informed him that the installation was incomplete. He never contacted me again. I received a survey. I expressed my dissatisfaction with the company via the survey. A female called referencing the survey and assured me that she would have someone reach out to me. It is then that someone from Luna, Empire and now 21st Century reached out to me. September 20, 2018, the floor installers finally showed up. I expressed dissatisfaction with the tin separating the kitchen form the dining area. The installer informed me that he didn't have anything else. This is a open concept home. The tin was just out of order. I complained about the tin separating the dining area and the poor quality of the flooring. The flooring has spots throughout that looks like dirt. 9/25/2018, Wheeler called, I was not in town. 9/29/2018, someone called and set up and appointment. No one called. 10/1/2018, I received a telephone call from Luna, follow-up. 10/5/2018, a received a telephone call about the install. An appointment was set-up. No call. No show. October 15, 2018, I received a telephone call at 7:56 am stating that someone would be out to inspect the tile. No call. No show. 10/15/2018, around 1:00 pm that same person called inquiring about the inspection. I informed her that there was No call. No Show. I am a very patient person. However, this situation has surpassed my patience. I have been promised credits. I have followed up with sales. I have spoke with Wheeler. I have spoken to Ernesto. To date, there is no resolution. I haven't mentioned that the carpet is not for high traffic areas. I'm hesitate walking on it because foot prints are clearly delineated even with my 7lb. terrier. I have no other recourse but to contact an outside agency.

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Luna Flooring / 21st Century Flooring laminate

I had laminate flooring installed in my upstairs and carpet everywhere else. The laminate on my stairs starting coming up almost immediately after installation. I waited two different days for repair people to come and they never showed up. On the third day when he came to repair them he came with nothing but himself to repair the stairs with no material. I've been told by two different Luna installers that the stairs can't be repaired yet Luna thinks they can be. I have called 100s of time and left messages with no response back. The head of the customer service Charles Ogunwuyi is suppose to be handling this but he also never returns my call or messages. This is the worst company I have ever dealt with. I have never had an appointment where no one shows up yet this has happened twice. It has been almost three months with no resolution.

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Luna Flooring / 21st Century Flooring carpet installation

Job # dl 1220b
Sales rep lsr1559 darrin collins
Customer service rep nicole p.

We placed an order for carpet and tile on may 7, 2018.

The tile installation was scheduled for monday 6/4/2018

The carpet installation was scheduled for friday 6/8/2018

The tile installer arrived on time as promised and finshed the job to our complete satisfaction.

The first carpet installer arrived on 6/8/2018. He left because he did not want to move our furniture as paid for and specified in the contract. We contacted customer service and rescheduled the installion for monday 6/11/18.

A new crew arrived on 6/11/18. They moved the furniture and installed the carpet, but they couldn't finish the job because they were short carpet and padding. This was noted on the job ticket. We contacted customer service again. Someone was to come out tuesday 6/12/2018. No one showed. Another call to customer service and the job was scheduled for wednesday 6/13/2018.

An installer arrived on 6/13/2018. He could not finish the job because he didn't have the padding or carpet. Another call to customer service. The job was rescheduled to thursday 6/14/18. The crew showed up with padding and carpeting. They installed the pad but couldn't finish because the carpet was the wrong color. Another call to customer service and another promise date.

Needless to say, but my wife and I are at the end of our rope. What is it going to take to finish this job? It's taken five trips so far and counting,

We are withholding our payment until this job is complete.

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Luna Flooring / 21st Century Flooring special sales "purchase one item for floor and get two rooms for $50.00

Date of Purchase: [protected] salesman LSR474-John Baughman - First showed regular samples both wood flooring, then carpet flooring. I questioned whether this was the flooring that was for the sale advertised? Answer "no", I indicated that was all I was interested in.. Mr. Baughman then showed me the advertised flooring.. Buy for one room and two other rooms $50.00.. I asked of the three rooms I wanted redone, what room would be the one I would have to pay for.. Never an answer. After giving the price for the wood flooring, for the 3 rooms I needed redoing of ($6, 000 Plus), I indicated I wasn't interested in that, just wanted the less costly and the "deal" advertised. He explained carpeting would be cheaper, although I would have to pay for the padding. I questioned him again as what would the cost be using the larger room for the "pay for one room" and the two other rooms would be $50.00 (as advertised).. Mr Baughman gives me the total price of $1700 plus)..I asked for a breakdown of each room. His reply was I would get that breakdown immediately on my computer. I paid in full my charge. I asked again what was the initial cost of the room I had to pay for.. thats when he stated... I would have to pay for the padding (I had chose carpeting for all the rooms and the same color)..plus the moving of the furniture, and the disgarded carpeting and padding. I chose two days later for the installation., then was told I had 3 days to cancel... I figured after I see the "email copy of the charges" which was alledgely already on my computer I would review and see if what was told would be listed...ie, the breakdown of what each room was being charged. I called the next day after installation and was told they would email right away... I received the "copies of my contract on the 2/25/2018 and it was someone else's contract... I replied to the email and then received my copies, but the charge was $2000., Not $1700 plus., There was no breakdown of each room charge. I can't imagine of a 31'ft. bedroom would cost over $1000., and the two other rooms smaller for $50.00 plus padding was over $500.00 with the cheapest pad & carpeting (from their selected listing) used, amounted to $1700.00, but charged to my account $2000. I find this practice unethical and not showing the breakdown of the charges suspect... Contract #CW15587-5203960 - IVR ID 5587- Installer needed company Personnel ID's..did not have one.. Receipt I received from them when finished had only my name and address..

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Luna Flooring / 21st Century Flooring laminate and carpet

Just don't do it. One of the most stressful experiences of my life. I paid $15, 000 for new laminate and carpet but it wasn't worth it. The worst customer service I have ever dealt with my entire life. I did not spend hours, I spent days cleaning up after these fools. There's a reason they don't have a storefront because somebody would have blown it up by now.

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Luna Flooring / 21st Century Flooring unethical behavior

I am writing in regards to my purchase of LVT in light gray with smoke grout and an install date of Sat., 10/28/17.

My salesman, Rick Hoffman, first come to our home on Thursday, Oct. 12, 2017. My husband and I decided on the type of flooring we wanted and asked for two different tiles to come in to decide on color. Rick said the samples would arrive Mon or Tues. By Wed, 10/18, they were not here, so I called Rick. He said they were ordered and on the way. He had obviously forgotten to order them. They came in the next Mon, 10/23/17. One was one of the colors we wanted to see, the second tile was the wrong color, Iron Ore. I spoke with Rick on Tuesday, 10/24/17, and he said the correct one would be overnighted to me, the light gray. The next day sample came in the wrong color again, another iron ore. I spoke with him on Wednesday, and he admitted he made a mistake and ordered the wrong one again. With an install date on Sat. 10/28, it was now too late to order another sample. He assured me the correct color tile and grout were ordered. Thursday I texted him - wary at this time about him getting it right - and I texted light gray tile with smoke grout. He replied only ‘yes'. Friday am, I texted and asked about installation time. He didn't reply, but had Dee call me. Saturday, the installers came with the wrong color grout: mist and a whole box of the wrong color tile: iron ore. The installers were great, but I should not have had so much trouble with Rick getting the order correct. I texted Rick about the wrong color grout being here, and again received no response.

I had originally called Luna because of seeing many commercials about a 70% off promotion. I asked Rick several times for a breakdown in numbers, but he couldn't provide that, said it was all in a bottom line number but assured me I was getting the 70% off and the best pricing available. He also said he would give us a $250 discount due to flooring we had bought 3 years previously from Empire that was just crap. It had started peeling and cracking just a year after install and Empire would never call me back. Rick assured me that the Luna division was better than the Empire division, even though they are part of the same company.

Since Rick would not reply to my text on Friday, as I said, he had Dee call me. She explained that someone would call me about installation, something Rick should have told me about. I asked Dee if she could break down the numbers for me. At first, she said the $250 was put in by Rick, but for some reason, it did not go through. She was going to fix it. Still couldn't break the numbers down for me, said the 70% off was on product only, not labor, which is fine. Then she gave me the same bottom line amount due that I had originally gotten from Rick - no $250 credit and no 70% off. This job has cost me $3, 715.46, if you add 70% to that, even to half of it for product only, it would be about $6, 000 - there is no way this flooring for a kitchen should be that much so I know there was no 70% taken off.

This was supposed to be a one day installation job. On Sat, the installers got here with the wrong color grout, and said they had to come back on Monday to finish the job. I had to take a day off of work - with no pay - to cover this extra day. They also said they would have to go to Home Depot and purchase new plywood, something Rick never mentioned - an additional $636. Of course, I had to pay up front, as they were already here, so I had no choice. So now, I'm out my $250 credit, $636 for extra plywood, and a day's pay at work. Not to mention the 70% so called promotion that I believe I never received. Also, since they couldn't finish the job on Saturday as planned, and had to come back on Monday, that left my kitchen unusable for three days! We had to eat out all weekend since I didn't have a stove/oven to cook on. It was sitting in my living room!

I have never been one to write a letter like this, but I am very upset with Luna right now. Talk about bad advertising! As far as your sales reps go, is it just sell whatever you can and forget about the customer? That seems to be Rick's idea of being a salesman. I feel some compensation is in order for all this stress and extra charges we have had to endure. I'm sure I will not be hearing from anyone about this, but I certainly will not be recommending Luna to anyone.

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Luna Flooring / 21st Century Flooring carpet and vinyl floor installation

Repeatedly trying to get the flooring you must pre-pay for installed! On first visit, they didn't bring enough carpet, didn't finish vinyl install, no baseboards, no thresholds/borders between carpet and vinyl, and wrong color quarter round was installed. The they didn't show up for the appointment today, after calling to say they'd be there between 11-12. I called at 1pm and they talked to the installer who said their earlier job ran over and they'd be 1-1.5 hours later. I called at 3 pm and they said that there was no installation planned for today! No notes on all the thing that are wrong and the parts that were never brought. I've spent from 7/19 to today (8/24) trying to get this installed! I still have bare concrete floors, unraveling carpets, no baseboards so furniture in the middle of the room, and piles of uninstalled vinyl in the living room/hall. They have not stuck to any commitments made yet. Awful experience.

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Luna Flooring / 21st Century Flooring installation - no show!!!

On 6/24/2017, I signed an agreement with Luna to install Armstrong hardwood floors on two stairways, hallways & stair landings in my home. Luna scheduled the installation for July 6th. On 7/6, the Contractor arrived but did not have all of the materials to complete the job. The contractor called Luna's, Installation Manager ("IM") and I contacted (877-241-LUNA), Customer Service ("CS") about the partial shipment of materials given for the project. After speaking to the IM, she promised to resolve the matter & re-scheduled a July 8th installation. On 7/7, Luna called & postponed the installation for July 10th because all of the flooring materials did not come in, as planned. July 10th came and departed, Luna did not call nor show up, as promised. I contacted CS [protected]) and was transferred immediately to the Materials Manager ("MM"). She said that her Department will be handling my case but her Supervisor was out of town and will contact me upon his return. I did not hear from MM nor her supervisor, so I called Luna [protected]) at the end of the day on July 11th and CS said, "Someone will contact me on July 13th to re-schedule another installation date". July 13th came and departed, Luna did not call nor show up, as promised. On July18th, MM called and re-schedule another installation date for July 20th. On 7/20, Luna called & postponed the installation for July 29th because all of the flooring materials did not come in.

Well I am anxious, I have taken off three working days from my job already plus my initial deposit for the hardwood flooring to Luna and my hardwood floors have not been installed, yet. I hope Luna installs my floors, as promise and I promise not to do business with Luna (again).

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Luna Flooring / 21st Century Flooring refunding for carpeting already removed

June 26, 2017 Job numbers GX10798-4975962 and CX21435-4975961: I had my upstairs apartment completely redone, Laminate in the kitchen and living room, Carpet on Stairs and Bedroom. When the workers came, they stated I had to pay first... I found this odd so I called the customer service number [protected]). I also explained that I had ripped up the carpet from every room already and as it was listed on the pricing sheet as a cost of $221 each for the carpet crew and the flooring crew, I asked the gentleman on the phone to deduct it now, he said I would get a refund but it was impossible to do it at that moment. I do n ot usually work that way, but he gave me some sort of order number and I paid in full. I was supposed to get a call within 24 hours. I did not. I called and was told someone would get back to me in another 24 hours, they did not...this went on for quite a few days. I talked to one lady named Sparkle who did finally get back to me in a voice mail, to say they had credited me $35. I am expecting the exact labor cost I paid to Luna, a total of $442. I have no idea how they got $35. I called back to get an explanation...I was told I couldnt know how much it cost because it is not on the contract. I explained it was on the paperwork that I had to sign and with which I paid. it has been two weeks and I feel like I am getting the run-around. Taking up the carpet is the hardest part of the job! I wanted to do it to make sure all the old staples were removed, all vacuumed and floor washed. I had been told the jobs would take 5 & 8 hours (two crews) it took one crew 3 and the other 4! The job was well done. The customer service and billing is atrocious. I would like the money back that I paid for ripping up the carpet. The balance is $402.

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Luna Flooring / 21st Century Flooring installers never showed. I was never called to let me know no one will be installing today.

I placed my carpet order over 2 months ago. I confirmed the 6/16/17 installation date 2 weeks ago. A missed day at work only to have no installation. No calls to say why. When I called at 12:30 PM to check and see where the installers were the person on the phone told me that they had no installers available today. When I asked the LUNA associate why I wasn't called she responded, "Oh, we were just about to call you". Really? Am I truly expected to believe this? I was told that no installers were available today and although they found out earlier in the day, no alert phone calls were made to me (the paying customer) to let me know. Every time I attempted to talk to this person she would just talk over me, or at the same time until I finally asked her to please refrain from talking and let me get a word in. When I inquired about restitution I was just told that would not happen but she would be happy to reschedule. Now that will be ANOTHER day of missed work. And, no time guarantee would be offered. Where is the customer service here? This is so unacceptable! In this time of mass social media, I would think LUNA would put more pride in their reputation and taking care of their customers. I will be sure to share this scenario - A LOT!

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Luna Flooring / 21st Century Flooring stay away from this company

This company is a train wreck. Stay away. After the 1st disaster a year ago, I decided to give this company another chance since they were adamant they wanted to make it right and that things had changed within the company. Nothing has changed. 1st off I was scheduled for install 9 days ago. They bumped my morning install time to afternoon without telling me for another job. The the installer comes out to look at the room to tell me he couldn't get to me today at all due to the size of the other job. I took the day off for this, moved everything out of the room, my house is a disaster. He leaves and no one from luna calls me to resolve the problem, I had to call them and just cancelled the job. Save yourself some grief and go with another company. Not to mention. They want you to pay for the job before it's complete. Last time they were here, all 3 jobs were left uncomplete and paid in full

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Luna Flooring / 21st Century Flooring return of my deposit

On February 20, 2017, I had a Flooring specialist come to my home to give a quote on installing tile floors in my basement. I did like the product but I was not to sure about the price. I was trying to wait for my husband to come and look at what was going to be installed. Needless to say my husband never made it and I was told that if we were not satisfied that we could get a full refund of my deposit if I cancelled within the time frame which was 5 business days from the time I signed the contract. I gave a $400.00 deposit with a credit card, which I was told my the sales men it's better to do because it can me returned quicker. My husband did not like the price so I called the next morning February 21, 2017 to cancel the contract. I was told that someone would get back to me about at the end of the day about cancellation. Of course no one called, I called back and once again I was told that someone would get back to me. When I got home there was a massage from Luna. I called the person back who was a supervisor and I was told that she will be processing my refund. I went away for a few days, check my bank and still no $400.00 credit from Luna. I called again on March 1, 2017 to inquire about my refund, I was told it takes 10-15 business days for it to hit my account. I said unacceptable, it only took 10 seconds for you to take it out my account. I called back on March 15, 2017 and was told that it was processed on February 23, 2017. I wanted to speak to a superior but I was told that they were all busy and someone would contact me for the end of the day. Still no returned call. I contacted my bank who checked the" Visa" system, agency or whatever to see if there was a payment being processed from Luna and my bank said "NO" I will be filing fraud charges against Luna.

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Luna Flooring / 21st Century Flooring poor customer service / money not refunded

I first met with a Luna sales person in February. Set an installation date for March. The installers showed up with only half my carpet and could not finish one room due to the carpet being cut correctly. Needless to say I was not able to get that room finished and began calling Luna that same day. We are now a week in and I have been dealing with customer service who have been rude and unprofessional. I explained that I had to keep my dog in a room all day along with 3 children in order for the installation to take place. At this point I want my money back along with money off for the huge inconvenience this has caused in my life. Please do not deal wit But LUNA AT ALL. They are a complete ripoff and had I read these complaints first I would have dealt with another company. Now I am left entering week two of trying to get my money back!

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Luna Flooring / 21st Century Flooring carpeting installation

January 21st I met with a salesman who helped me pick out a new carpet for our entry way. Small room with a total of 20 yards of carpet needed. Set instillation for February 1st. Luna called on the 30th saying our carpet had not been delivered and was not in the state and they needed to reschedule. Set for the 3rd. Called the morning of the 3rd, carpet was not in the state yet again. Rescheduled again. This happened a third time. Then we had a massive snow storm here and they called to reschedule. Next day after that was also a big storm, rescheduled again. Finally settled again on Monday the 12th.

The salesman, 4 representatives, and a manger were told the workers had to be here at 8am to start work to finish by 11:30am when my restaurant opened. Tech calls me at 10am Monday to say he couldn't get in the door. I let him know that his company was given very clear instructions on how to get in and that I had given it to them many times in their notes. He called back 20 min later after finally finding a door 15 ft from him and said he needed a check to start working. No one in my 3 weeks of working with Luna mentioned payment in advance AND that is the absolute worst way to do business. No customer service industry or construction group EVER has you pay up front. Can you imagine the hell I would get if I asked all my guests to pay upfront for their meal? Every single second they waited would piss them off and every little problem/dislike of theirs would come to the surface. I told him that my GM would be on site in a few minutes and that he could get started and she would be there soon. The tech then left with no warning and I was called to reschedule.

It was then I lost my cool. I was not told correct information. I was made to wait 2+ weeks for my instillation and it was still not done. I talked to more managers, one who slashed my price in half for all my trouble. This was a nice gesture but at this point the money didn't matter I just wanted my carpet. I told them I had a contract, I had a deposit down, they had my credit card info on file, and that if I did not pay them on completion they could come after me, but I was willing to pay the second upon completion. At this point I had lost all faith in them and just wanted this all to be done.

We set a final date for Friday the 17th. Tech again, arrived 2 hours late and said he needed a check. I told him that again he had a deposit and that I had talked to 2 different managers who told me that my deposit was fine for them to start work. I told the tech this who then hung up on me. I then was called by the offices saying the same thing. I told them same facts again in which I gave them the ultimatum. Start working, and my GM would be on site with a check in 10 minutes, or leave and never call me again. Guess which one the picked...

THE WORST experience and such a headache for 20 yards of carpet. I was lied to, not told all the information, delayed for weeks, hung up on, not called back, and just treated horribly. This company needs to re think their policies because they are an embarrassment. Maybe these words will be lost in the world wide web and maybe they will be laughed off as one persons bad experience but it needs to be said since its about the principal. You can't work with the general public and treat them this poorly. Its not ok. I hope anyone who reads this chooses to never use Luna for their carpeting.

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Luna Flooring / 21st Century Flooring laminate floor installation

The worst company I have ever dealt with! After getting sold a low grade floor and having to deal with changing it prior to installation things went down hill from there. I dealt with a manager named Art took care of the change and didn't charge me for the upgrade, when the installers came out things went south. First the salesman never mentioned that the floors could need to be leveled-extra $2400 on top of the $7200 for the floor. They then took out a sample box to confirm the floor- tried a bait and switch giving me a cheaper floor. We realized and when the called the floor was not in stock and would take another week to come in. The manager told the contractors to pack up and leave. Our entire house was ripped out- no sinks, bathroom, stove, and 800 sq.ft of tile that need to be yanked. Needless to say Art the district manager had nothing to say except "I'm Sorry". We cancelled the $9600 job and hired another company finding out that once they pulled up the tile that the floor was level and didn't need to spend anything extra- total cost for a better floor- $4000. So shop around and stay clear of Luna!

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