Luna

Great install but when we found a problem two days later, Luna was unwilling to come and fix it without charging us for an entire service visit. If we fix it ourselves or bring someone cheaper in, it will void the warranty (which should cover this). Since the warranty means nothing so you are better off going somewhere local instead. 

Facebook friends and family do not use Luna for anything in your home because I got stuck with junk. This is what Luna did to me. Only because 0 isn't available. We were talked into getting laminate for our floors when we originally wanted hard wood. We Was told it would be more durable in the kitchen and with having a dog (if it cant get wet why was it recommended for my kitchen). I've never cleaned my laminate floors except with a swifter which I was told to use. Water has NEVER been spilled on our floors. Meanwhile our floors are warping/buckling in several spots (including the living room which has never even been walked on because a rug went down the same day) we've been fighting with Luna almost a year now and have had 2 techs come out (both got different numbers which difference varies by 30 points) to check for moisture to investigate our claim. They're still saying we spilled something on the floor (in about 6 different spots) we've tried all measures and have spoken to several managers/supervisors etc. Still nothing! We will be contacting BBB for spending our hard earned money on junk. I'm not even going to talk about the installing and walking on plywood for 2 weeks because the material wasn't ordered correctly. What a nightmare

It was absolute atrocious I mean the ending product does look good and I have yet to use their warranty which is kind of a problem because I really do need to tap into that warranty based off what they told me and what they installed and I am really kind of actually worried whether or not they are going to warranty it and take care of the problems, I guess the biggest issue that I have with them are the subcontracting of the personnel that came in to do the install they were not  employees however they could not provide me with documentation saying that they were only one person with the documented employee of Luna and that was shady at best he couldn't actually provide me with information regarding to whether are not he was an employee but the people that I was talking to through the company by telephone were telling me that he was. I never had t pay for service upfront when it came to a large product such as that I paid the full price before they started the install which is wrong in my opinion even though on contract I still shouldn't have to pay more than what they actually brought to the house as far as what they are doing so if they are going to install floors and they gave me the product I should be charged for the product because it was in my house being humidified , I should not be charged for the labor in advance because they have not performed the labor and if I feel the install is not correct then I don't feel that it should be paid for, for the price they have quoted me for, when they started the install I told then to start in one room because of the certain thing that I was concern about , they decided to start in the other room and I ask them to start that in the morning when I was there, the thing they got to the area where I was concerned it was already too late all the floor was ripped out half the floor was put in and when I got to the area where there were concern about at one point which was my reason for them to pulling that area first they told me they couldn't finish it so what should have taken one day to remove and install turned into a two week process so I had a entire ripped out downstairs floor that they could not finish because they wanted me to contact somebody else to repair sub floor before they could install the flooring.

The entire experience with Luna was horrible at every interaction.  I strongly recommend that you do your research on carpet and pick a reputable vender.  I recommend that you do not ever use Luna - they are not reputable.  Here are the facts of my experience with Luna.

1) They guaranteed they would give me the lowest price (at the first time we met and in their advertising).  The initial bid was double what I paid.  I got 5 other bids for the same product, installation / pad, and theirs was the highest by twice.  I liked the salesman at the time (in hind sight I see he wasn't accurate or truthful) so I let him rebid and he matched the low bid.  My first mistake and first lesson: the salesman is not the installer or customer service department and what he said was not consistent with the installation, the product, nor how he promised customer service would behave to be sure I was satisfied.  Next time I will research a carpet company that has stronger positive reviews on a similar sized job AND be sure I can see examples of how customer service and/or the company insured that the customer is satisfied with the installation and carpet product.

2) I had all my walls freshly painted a week prior to having the new carpeting installed (logical, right?).  Luna sent two installers. First they removed the old carpet and pad, this went as expected.  Then the new pad went down, this went as expected.  When the new carpet roles were carried in as needed by the two installers in all cases, they threw down the carpet scraping the freshly painted walls.  I asked them to please not do that and they said the carpet rolls were too heavy (I am thinking "what???" one would think they are trained professional carpet installers, shouldn't they know not to scrape the walls with carpet rolls?), so I offered to lead a hand with the carrying to ease the "too heavy carpet" situation, they didn't like that and would not let me, yet subsequently with each big carpet roll they went over to the wall (because they roll out from the wall as a starting point) and continued to throw down the roll scraping the fresh painted walls.  Please also note the installers never offered to say okay we will try harder to not scrape the walls with the carpet rolls, this is odd that they would at least say they would try to not scrape the walls instead of push back.  Second lesson: I had to stand between the incoming carpet roll and the wall to keep the installers from throwing down the "too heavy carpet" and scraping the freshly painted walls.  The Luna installers have no concept for interacting with the home owner / customer.

3) The salesman underestimated the amount of carpet needed for the job.  The installers did not have enough carpet to properly install the carpet so they cut corners in some very high traffic areas (the key one being at the top of a flight of stairs) which led to the carpet not staying tacked down for several years now.  After constant attention to tacking down this carpet both by revisits by Luna and by me when needed, it lead to me ultimately filing a warranty claim and trying to interact with the fast talking customer service professional who did her best to give me every reason possible, often contradicting herself, about why the installation failure was not their problem.  More on this later. First I want to address what happened the first time I called customer support for assistance.

4) I contacted customer support to file a complaint at time of the end of installation for the poor installation at the high traffic area, and for the situation with the "professional carpet installers" scraping my freshly painted walls with the incoming carpet rolls.  They listened and promised to do nothing.  The within a week a letter came from Luna saying the were recognizing the problems and offering me in writing a $300.00 discount to re carpet.  My reaction was, okay they know that they did a bad job and this is a peace offering .... BUT after quickly reflecting, not the right peace offering for me since they didn't fix the problem and they were offering for me to give them even more money (seriously?) to re carpet. Third lesson: Luna's technicians are BAD installers and the company  does not stand behind them to insure they do a good job or to be sure the customer is 100% happy.  I was at the time and remain 100% Unhappy.

5) After years of frustration with the poor installation in the high traffic area, I finally filled a warranty claim and contacted customer support yet again.  I am sparing you A LOT of detail here about the back and forth, in summary after several conversations, a written letter clearly stating the problem and the warranty text in their own material, I came to believe they were not going to make good on proper installation and that there was nothing I could say or do, short of filing a law suit that would get them to fix the installation failure.  I decided it was not worth the aggravation to take them to court, so I am taking the approach of using the social media to help others who spend their savings to avoid using Luna on a big carpet job, and definitely not on stairs.

Final and take away lesson: DO NOT EVER USE LUNA.  GO WITH ANOTHER REPUTABLE PROVIDER WITH A TRUSTED TRACK RECORD, and one where you can see examples of how customer service and/or the company insured that the customer is satisfied with the installation and carpet product.

PS the upgraded carpet I selected and that was installed has not performed anywhere close to as well as the Berber product it replaced; the Luna salesman recommended the carpet I selected because he said it would perform as well or better than the Berber (not true, period).  Just worth a mention because as I said at the beginning of this review, everything about the transaction with Luna was horrible: sales person in hind sight, installers, customer support, and yes even the carpet product.

Final note, based on my experience with the customer support staff and the philosophy to not insure satisfaction, I expect a Luna rebuttal to this review that will say whatever to defend why they are in the right.  Bottom line, I am not satisfied, so until they fix the problem at their expense, they can not be right and I will not be satisfied.

Fantastic. Used them 4 years ago for carpet. Called the same rep and he was still with the company. He came out and quickly measured up with laser and tablet. Had a couple prices already. They were right inline but have great warranty and I love what they did before. Went with them and I can't believe what they got done in 2 1/2 days. These installers worked their tails off and did really tight work. My house looks like it's been remodeled. It prompted me to buy a new oven a dishwasher because the floors looked so good. The process was smooth as well. They set up a drop off date for the wood and then an installation date. They call in advance to give you a time but on drop off day they were running late. That's the only knock I would give them in this whole process. Everything can be overlooked by the end results and by how hard the installers worked. I fed them pizza everyday and was happy to give them a well deserved nice tip at the end.

Great. This is by far the nicest carpet I've ever had. I've had it for almost four years and it still looks like the day it was installed. I'm never getting cheap carpet again!! The guys that installed it were great and so was the rep that measured. I'm so glad I opted for the nicer carpet. It was well worth it. You get what you pay for. I called them back to do my hardwood upstairs I was so happy.

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The salesman discussed our desires and then brought us dozens of samples that he thought we'd like. He swiftly measured our space with a cool bluetooth laser measuring system that added dimensions directly to his computer tablet as he sketch out the design (very fast and efficient).  We found a terrific soft Berber at a fair price. A week later, two very professional installers showed up on time and got right to work after verifying that they had brought the correct Berber carpet.  They completed the job in just a few hours, and the entire basement looks amazing now.