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.

If I could leave no stars I would. Let's start with I received a call from Luna a couple days before my installation date that they had to change my installation date. They pushed it back a week. I had to change so many other things to accommodate for this. Then, I wasn't told anything about any different trims or that they even offered baseboards. My first home and I have no clue about any of this fyi. So after talking with people I tried reaching out to my sales agent to see If I could change the quarter round to match my floors instead of the white she chose and to find out more about baseboards that luna provides. After multiple phone calls and text messages, I never got a response. I then contacted the customer service department and that I did accomplish getting my quarter round changed. They then sent an email out for the sales representative to contact me to go over baseboards. Again, I was never contacted. I contacted Luna again to go over baseboards and again nobody contacted me back. The new installation date had arrived and the 3rd party contractor said I owed more money and I had already paid in full so there was another error on their behalf. After 4 phone calls, an hour later, all while the contractor waited, that problem was finally solved and they seen the error on their behalf. Then after all this the contractor tells me he can't do it because I need the baseboards and they can't just do the quarter round. He said he could run to the nearest Home Depot (30miles away) and get them. I would then have to pay him $200 for installing them and then the cost of the baseboards as well. Wasted my whole Saturday morning and never even got my floors installed. This shouldve been something the sales representative told me when she came to my house to give me an estimate as Luna agreed with me about that. So again I had to reschedule, change all my other dates that I had scheduled for this move, and I had to pay another month's rent for the current house I'm living in plus my mortgage. Luna has cost me so much extra money for all their errors. Then after thinking it over after the weekend, I called back and just wanted my money back in full refund. It was just problem after problem and I was done with them. It took me an hour and half and 3 disconnects from customer service to finally hear i would be fully refunded. The man that refunded me was very rude as well. I was suppose to get a refund for $2,734 and was refunded $0.27! I am currently trying to contact someone and receive a phone call back over yet another error on behalf of Luna! I can't purchase flooring elsewhere until I receive my refund from Luna! Horrible customer service! I'm 2 days in with trying to get the correct money refunded!

I went with Luna because they gave me a quote to get LVP flooring for my kitchen and dining room installed for $4200 as opposed to Empire (even though they are basically the same company) who gave a quote of $5700. The flooring was installed 5 days after I got my quote and took about 5 hours. The 2 of the 3 installers only spoke Spanish (the two who didn't speak English were the ones doing the majority of the installation) which is fine but makes communication more difficult. I had a package delivered while they were installing and they sat it in front of my banister. I didn't think to move it before they left but once I did I noticed they did not put the quarter round around the base of the banister which had quarter round around it with my old flooring so it's pretty noticeable. I texted the installers about 5 minutes after they left and they said that they did that on purpose because they only put quarter round where there is molding. However, I have a wooden railing in my dining room that doesn't have any molding on it and they still put quarter round on it so I'm 99% sure that's a lie and they just forgot because the package was there. I contacted my sales rep and he said he was on vacation but someone would be calling me. A week later, I hadn't heard from anyone. I got an email survey from Luna and there was an option where you could request to be contacted by someone from Luna so I selected that option. Several more days went by without contact so I called customer service. They were very nice and gave me a reference number assuring me I'd get a call. A few more days went by without a call. I called customer service again. They were very nice and made a detailed note about my issues and the lack of contact and noted to leave a message if I didn't answer the call. They gave me a new reference number and a direct line for someone that was supposed to be assigned to my complaint. I gave it a few days and eventually called the direct line. I got an answering machine and left a voicemail. It's been about a week and still no one has contacted me. I called customer service again today and they said that someone had closed out my complaints already so they put in a knew one and gave me yet another reference number. It's been almost a month since my flooring was installed, I've been trying to have someone contact me since 5 minutes after the installers left and have yet to get a single call. In that time I've noticed that several planks are not sitting flush. They are in high traffic areas and I know it will be an issue in no time so I'd like to have that fixed as well. There's a piece of quarter round that was properly attached and comes off the wall if you touch it. They left pencil marks everywhere on the flooring and trim. There are also a lot of nail gun holes in the trim (more than necessary like they didn't have great aim) and I really don't like the way it looks. All the trim looks sloppy to me. Please consider using someone else to install flooring. It was easy enough to set up installation but if you have any issues afterwards, good luck getting anyone to help you even though there is a 2 year installation warranty. Terrible!

This review is long, if you do not have time to read it, my advice is not to hire Luna/Empire (same owners). I was informed of this from the rude salesperson I had come out from Empire. Before even walking in my house, he asked if I am getting a quote from Luna and that it's a waste of time because they are the same company. I am not going to put specific names in my review. The people's names are in the notes that Luna has. They can follow up with them. I hope I include all the problems I had with Luna. I had a salesperson come out February 22 to quote my townhouse for carpeting and flooring. She quoted me the price of $5184. I told her that I needed time to make my decision. I asked her how long she would hold the price of $5184. She said not to worry she can hold the price. I am battling cancer and was still receiving treatment and, in the meantime, got Covid. I wasn't able to commit until April 15th. When she came out that day the price almost doubled. Price increases was what she told me even though I was promised the price on February 22. She was at my house for an hour or more fiddling with her computer. I told her that I was not interested in pursuing this because of the price increase. She stood at the door thinking and all of a sudden remembered she forgot to add something to the quote now we are down to 6000. I should have realized what type of company I was dealing with at that point, unfortunately I agreed. Luna called to confirm installation the price was back up to the higher amount and my down payment was nowhere in the system. I called constantly to get this corrected before installation and nobody could help me. I got excuse after excuse. One rep switched me to someone in West Texas that laughed at my difficulties with the company and told me I need to talk to a rep in Illinois. Why was I switched to West Texas? I was getting nowhere. I then began dealing with one person and she assured me it would be handled. The day of installation of course chaos. Price was wrong. Wrong paperwork printed off. After a lot more work on my part and so much aggravation the price was fixed. Carpet was installed. Went ok (still too early to tell). The next day my vinyl planks were to be installed. Installers came. They were annoyed the carpet was installed first. Luna made that decision not me. These installers we're pretty whiney concerning the carpet. Never was explained what the issue was. They found nothing but excuses that the floor could not be done. They seemed very inexperienced. They told me I need a glue down floor. Not what I wanted and now a whole day is gone and nothing done. I agreed to look at the glue down because I felt I had no choice. The glue down is cheaper so if I like something I can save money, again I had no choice. This again another nightmare. I wanted to get this done asap because I had other work riding on getting this floor being put in. I asked for a salesperson to come out the same day so we can get this done asap. Well according to the person, I had been talking to at Luna, she told me no one was available, I told her salespeople are always available. Then all of a sudden 2 appointments became available that same day, the salesperson came out and they only had one option for a glue down that would look ok with the carpet they already installed and it was nowhere near the color I chose. He also told me I might need to pay for additional work to be done to my floor before they could put the floor in, again felt I had no choice. My understanding was it would be installed in the next couple days. Contacted her the next day and the story changed and so did the concern for my issue. They had nothing available for 2 weeks and the glue down was to cost the same as the planks. WHAT! I was told by friend I can cancel do to breach of contract and I did. Now the managers call and there is concern. This company is horrible in every way. I had 2 other flooring companies come out after Luna said I couldn't get the vinyl planks and they both said that I could. Was this a way for Luna to get their money they so desperately wanted from me from day 1. Telling me my upgraded floor won't work and telling me a less expensive floor would work. This company is the worst. Just stay clear! I went with Simple Flooring in Elk Grove Village. They are professional and their cost is lower. Luna was not going to do half of what this company did. They added finishing touches that made all the difference. The other amazing thing is you always speak to a live person. I had the pleasure of working with Sarah, she is a life saver. Dealing with Simple Flooring made such a difference. I had experienced installers come out and my floor looks absolutely amazing! I found the perfect vinyl planks they had a great selection. I also had the floor done in less than a week! I wish I had them do my carpet too. I don't feel the quality was what Luna promised. I hope this helps those getting flooring to make the right choice. DO NOT USE LUNA OR EMPIRE (same owners) for flooring!