LunaReviews 31

I was initially impressed with the with their sales representative and the installation, but after paying $11K in product and services, do not bother reaching out to them for quality concerns!

The damaged a stairwell banister during the install and flat out refused to admit to the act. To add insult to injury, even though they are supposed to be "bonded," they are refusing to address the matter.

After only three months of use, they will not acknowledge that there is deep, noticable damage to the flooring from common, everyday use. They flat out indicated that it is not their concern.

It took months to get through to their customer service to even acknowledge my inquiries and they only reached out to me after a sales representative tried to sell me additional flooring.

I have lifting and gaps forming in the bathroom tile and I have to wait a month to even get a maintenance crew to even investigate the matter.

In the end, do not fall for the initial razzle dazzle because you'll be left with a large bill and inferior product and no service.

So on January the 19th 2019 I set up an appointment with Luna I was trying to set up a payment plan. The representative form luna told me that it will be a paid as you go month to month as a Payment plan but it was not. They set me up with a A Credit card account with wells Fargo without my knowledge As I was paying month to month I was also getting charged extra fees And by the end of the year I still own the same amount if not more I contacted Wells Fargo and Luna They start pointing the finger at each other Either way I was Charged extra 1200 dollars That is unacceptable and they will never receive my business ever again. As you can see in the picture I still own the same Amount form last year and I pay it every month

Please do not place your trust in Luna. Salesperson Jon promised the installers would install carpeting in a hallway of a three floor apartment building. This is an inside hallway, not outside, but the installers refused to do the work because it was too cold. Now the temps in the building hallways was 63 degrees. Not too cold. I had another company do this similar work in Feb. No issues. However, I believe the issue is that they arrived later in the day and didn't want to stay past 6 pm. I simply wanted a credit to my deposit, but was treated horribly by a customer service rep by the name of James. I'm still waiting for a call back for my credit. By the way, the salesperson Jon stated the weather was fine for this install. So much for properly understanding your company procedures and policies. Please don't waste your time with Luna. There are many better firms out there.

Extremely disappointd in Luna. They installed the wrong color carpet in our house. The sales rep Carla Kosak noted the wrong carpet color name on our contract and Luna is refusing to help us saying we should have double checked. Carla used a tablet to insert all the information and asked us to sign. She didn't ask us to review so we didn't. She didn't admit her mistake and is not returning any of our calls and not getting on a conference call with customer service either. Luna is asking us to pay for installation again and won't admit their sales rep made a mistake. I guess, at this point in time, I can just share my experience on different sites and file a complaint with BBB so others can be warned.

I have worked with Luna 3 times. This time, never again. Purchased carpet for hallway, stairs, and bedroom. The carpet installed was different in the hallway/stairs from the bedroom. Both carpet colors were off from the sample. The bedroom carpet quality was good and thick, but hallway/stairs was so thin that you could see the backing as you walked on it. The backing was also old and crunchy and felt that it can crack when pressure applied. I complained to the installers, but they told me it was a lighting issue to get out of my house. I followed up with the office for several months. Going back and forth on their claim that the carpet was the same as the sample. I finally complained to the BBB and after them trying to get me to pay for installation of new carpet, they finally went to manufacturer and said that manufacturer would honor warranty and replace at no charge. 4 months later, I looked at carpet from their salesman, on their website and on the empire website they referred me to. They keep telling me that my choices are special order. The carpet I bought was special order. I currently believe they are just stringing me along. I refuse to $2800. 00 for knockoff 5.00 carpet. I will continue to fight this wrong.
My recommendation if you do buy from them, get a picture of the sample you bought and examine it thoroughly before they install it. I do think they will do anything to put more money in their pockets including advertise mohawk carpet and install a knockoff.