We made the absolute mistake of using Luna for a near $15,000.00 flooring job in our home. Every step of this process has been a NIGHTMARE.
We went with Luna a SECOND time because aside from an installer trying to collect a balance despite me paying in full on the day of the sale, the salesperson and installation were great for the carpeting in our rental property, and that issue was resolved swiftly. I’ve had no issues with the carpeting installed in January 2023. So despite Luna being significantly more than other some other companies, we went with them for this project because of previous experience, the fact Luna uses their own installers (which we’ve found out is a lie), and the company’s reputation and guarantees. I am going through a high-risk pregnancy, and my husband was recently diagnosed with stage 5 kidney disease, and we just wanted the job to be done professionally with no issues. That shouldn’t be a hard ask when you’re spending almost $15k!
The salesperson, Carla was nice but made an error on the contract and selected 12 months instead of the 48 months we requested. Also, due to the time of day, she said the total contract price would be adjusted in the morning with the additional discounts agreed to. She sent us an email confirming this would be done (customer service at Luna refuses to view this email despite being offered the email several times). I contacted Wells Fargo, and it was never corrected and is still reflecting 12 months. They told us we had to contact Luna and, if they don’t fix it, to call Wells Fargo back to open a dispute on Luna. This is absolutely unacceptable.
Moving on to the day of LVP installation. When they got here on the day of installation, we were told by the install manager that we needed to pay an additional $7,178.00 for a new 1/4-inch subfloor underlayment. I told him no. He immediately said they could do it for $3,500.00. I still said no. He told me that he would call his manager and call back. The installers went out to their van and waited for an hour before coming back in with the install manager on the phone. He then said the best they could do was $2,500.00. I called my husband and tried to discuss the information so we could make a decision with the installation manager. The installer decided to start talking over me, complaining that we were wasting his time and that if we couldn’t afford it, we needed to figure it out and set this up for a different day. This was not an issue of afford - it’s the issue of an hour ago, you just told us we needed to pay $7,178 on top of the $12k+ we were already paying for the flooring, and now it’s magically dropped down to $2,500. The install manager apologized, and we agreed to the $2,500.00 and made the required payments. The installer proceeded to explain to me that he has to pay the guy that was with him regardless of if they do an install, and since it looked like we weren’t going to get it done, he wanted not to be held up any longer so they could do other work for the day because they are a 3rd party to Luna. Quite frankly - when you are asking for an extra $7k for subfloors that we specifically asked about and told that it *probably* wouldn’t be an issue, you’re not going to rush me. Had I not said no to the higher offers from Luna we would’ve paid almost $5k extra! That is not an insignificant amount! The LVP install was completed on day 3. The actual LVP install itself was satisfactory. The installers damaged a table and shattered the light in my laundry room. Per the contract they’re not responsible for your personal items like the light fixtures in your house so just know those will likely be broken along with any furniture they move around to do the installation.
On the day of Carpet installation a different installer who claimed to be a Luna employee came out. He was pleasant and did a good install; however, he asked me to pay an additional $2,584.21. I told him we had already financed $12,614.47 and paid $2,300, which totaled the full price of both installations for a total agreed contract price of $14,914.47 (this included an additional $225 we agreed to for odor treatment before they told us we needed new sub-flooring so that service was never done - more on that in a moment). He said that *I* needed to call Luna because his install manager told him he had to collect the money. I called customer service. I was told to call Carla. I called Carla, no answer. I text her. While I was waiting, the installer was asking what was going on. I said I’m waiting for the salesperson. I called customer service back, they said I must talk to Carla. I explained to them that I literally have this installer sitting on my stairs waiting to get started and Carla is not available so someone else has to be able to help. They said they would reach out to her. She text me back stating it was her day off and called the necessary people to let them know we didn’t owe anything extra. The actual carpet install itself was completed satisfactorily.
On the day of the LVP install, I realized the odor treatment was still on the invoice which we were told was $225 - this was later confirmed via text as well. Customer service said they would contact me back. I also asked Carla about it. Carla said this would be removed and credited back to Wells Fargo and that she would request an updated contract to be sent to us. I was called today and told that only $159.23 is getting credited back to the Wells Fargo account. Additionally, I was told by customer service that there was no way to send an updated contract even through they had ZERO issue sending a contract change email to us for the extra $2,500 underlayment.
To this day we are waiting for someone to contact us back about changing the Wells Fargo terms to 48 months. This needs to be resolved immediately! They’ve had June 7th to correct this.
Luna has been an absolute nightmare to work with and I would never EVER use them again for any project nor recommend anyone I know to entrust their projects with them.
This complaint has been resolved automatically due to user's inactivity.