Luna Floors

I contracted with Luna Flooring to install hardwood in my living room and dining room. I already had hardwood in the rest of my home so I needed Luna to ensure they matched the existing hardwood. Luna Flooring is supposed to be experts in Flooring, so when I asked about the difference in the wood, they told me my existing hardwood had been exposed to the sun, so the color was different from the new hardwood. They assured me the hardwood was the same. Well, they lied. They installed red oak hardwood and my existing hardwood was white oak. Luna Flooring management refuses to take responsibility for their mistake and flat out lie. So, now I am stuck with paying to have the hardwood replaced by a reputable and ligitament flooring company. If you need any type of flooring, even if it's for your dog's kennel or doghouse...DO NOT call Luna Flooring or Empire Flooring because they are not reputable companies and if they screw up, they will NOT take ownership of their mistake! RUN...don't walk away from Luna Flooring!!!! If I could rate them as a "0", I definitely would!!

It went well.

The salesman came to the house and was very good.  We discussed our options, how we were getting the upgraded padding, and when they could come out.  I was assuming that the experience would go well.
The day of the instal came and things started going downhill.  They called in the morning and gave us a window of 1-5 which I assumed was odd given the amount of work to be performed, but hey, what do I know about carpet.  When the installers showed up he mentioned how I had the standard padding, not the upgraded padding that the salesman told me I was getting.  Mistakes happen, but when I questioned it he said "well what do you want me to do".  Not the response I wanted to hear.  He eventually called someone who told me that they would have to reschedule for another day.  Now I was going to be out two days from work for a one day job.  I also had my dog in the kennel which caused even more money out of my pocket.
The NEW day for install came and I again received a 1-5 window.  The installers showed up late in the afternoon and immediately started working.  Before long it was after 8PM and they were just finally finishing up.  That was when I learned that they didn't have enough carpet to complete the job and would have to come out again to finish.
At this point I felt that I had been more than a little inconvenienced, and I asked for them to schedule me for a dedicated time frame, i.e. first job in the morning at 7.  Luna's response "we don't do that".  My wife and I finally agreed on a day that, depending on the window, one of us could be available.  The window was the afternoon 3-6.  Three came and no installers....four came and no installer....six came and no installer....seven came....you see where this is going.  The company was less than responsive during this no show, and still offered no dedicated time frame to come back.
I understand that companies don't reimburse you for lost pay when you have to stay home, but after so many inconveniences I fell like something more could have been done.  Specifically given a dedicated window, and especially when its their fault time after time.
The carpet does look good, but the way that we were treated as customers showed a huge lack in professionalism.

Overall, they were professional and they seemed to know what they were talking about. The salesman did a great job and he wasn't pushy. He was very informative and very responsive to our questions and any phone calls we had on follow-up. The guys that came and did the installation were very professional and nice. They did the work very quickly. However, there were a couple of issues where couple of sections of wood are popping up. Additionally, The front door doesn't open all the way now because the floor is not level and they failed to mention that the floor is not level. They also removed my front door sweep and so now, all the air rushes in through there and so, our heating bill increased.

Ultimately, the work they did was OK, it appears to be installed well (so far), and looks good.  They completed the work for the price they quoted us.  The subcontractors they used were decent guys, who worked hard, and did nice work.
The estimator who originally came out told us the job could be done in one day, or maybe two if the levelling compound needed to dry overnight.  We asked for them to schedule it first-thing on a Saturday so that it could be done on a Saturday or at least over the weekend, so we wouldn't have to miss work.  
The first problem occurred when Luna emailed to confirm the job, and did NOT list removal of the old ceramic tile in the contract.  We contacted them, and they corrected that on their estimate immediately, noting there would be no additional charge.  We did this a week before the job, giving them ample time to correct their schedule for the longer job time.
Saturday morning, they called early to say the crew would be here between 9am-2pm.  The long window concerned us and we asked them to verify that the work crew did indeed know they were responsible for removing the old floor.  The Luna representative put us on hold, and came back on the line to confirm that Yes, they knew.  
The crew who came to do the work did not show up until early afternoon on Saturday, and had no idea they were supposed to remove the old flooring.  We and they both called Luna to adjust this, which they did immediately, and the subcontractor began to remove the old tile right away.  Unfortunately, the damage to the schedule had been done.  Because nobody in the chain corrected the scope of work for the subcontractors, they were still demolishing the floor and applying levelling compound until dusk.  
It was a negotiation to get them to come back the next day (Sunday) and finish the installation over the weekend -- because they did not know we requested the job be finished over the weekend.  They showed up at noon on Sunday, and were here until past dinner time on Sunday.  The "one-day" job really ended up being about a 14 hour job -- which actually could have been done in one day if they had scheduled the work as they promised.
I am using the word "subcontractor" because that's what the guys doing the work said they were.  We had directly asked the Luna estimator at the outset if Luna used subcontractors, and he got fidgety and used words like "contract employees" to avoid using the word subcontractor.  We recognized that at the time, but were still annoyed that he didn't answer the question directly.  We were also annoyed that Luna gave us 10% off the estimate if we signed the contract the same day we got the estimate.  The strongarm tactic is irritating, and if we were more inclined to do the work ourselves, or had the time to get more estimates, we probably would have turned them down just on principle.
Again, the work seems to have been well done.  My primary complaint is that Luna mismanaged the scope of the contract at first, which apparently meant they never communicated the correct details to their subcontractors.  

The salesman  (Chad Smith) pushed us really hard to close the deal on his first visit which lasted over an hour, and kept on lowering the price which started out at 6500.00 if we signed up that day.  We told him we like to shop around and although his proposal seemed like a good deal, we weren't ready to close right then. We also asked to see a copy of the contract. He claimed there was no contract, just a sales invoice and he didn't have it with him.  He seemed evasive  to that request, even when I explained I was an attorney and always review contracts/sales invoices before we commit to the work.  We told him he would need to come back again and bring the contract/sales invoice.
He surprised us the 2nd time when he brought the flooring samples for the wood floor into the house with him again. We explained that we had already chosen what we wanted last time, so why was he bringing in the samples again?  He said it was company policy that customers be sure of the type of wood, etc. they had picked out, to avoid situations where Luna installs certain flooring and then the customer says that's not what I wanted. My husband humored him but it seemed like he was being evasive again.
Finally he printed out the contract/ sales invoice and it had some very tiny contractual language at the bottom that I could barely read. I was able to read it online.  Chad had some difficulty and took a long time getting his internet connection to work and in printing out the sales invoice and in sending a copy to my husband's email address. He also claimed that he had sent it to my husband the last time he was at my house but my husband never got it.
Anyway, I struggled to read through the sales invoice and I noticed that it mentioned attachments regarding Notice of Termination.  However they were not there and Chad had to go back to the office and talk to his manager about their whereabouts.
We made another appointment in which we assumed he would bring the missing paperwork and we would close the deal.  We even had a check ready for the deposit!
We scheduled the appointment and he never showed and never called.  We tried calling him and other folks in his office but no one could reach him.
Finally we stopped waiting (we'd waited 2 hours) and my husband sent him an email telling him that we were not interested in doing business with him and he should not contact us further.  We never heard back from him. LUNA FLOORS SHOULD BE REMOVED FROM ANGIE'S LIST!
We contacted Renaissance Floors, the owner came over, took measurements and confirmed the color wood we wanted and to boot, gave us a price that was significantly lower than Luna's price.  I read the sales invoice/contract , gave a check/deposit, and scheduled a date for the installation.
STAY AWAY FROM LUNA FLOORS, WHATEVER YOU DO!!!

A gentleman came out to measure my space. I gave him a deposit while I thought about it. I was told that if I changed my mind, my check would be canceled. Due to unforseen circumstances, I was unable to go ahead with the work. I spoke with two people at Luna who assured me the check would be torn up. However, after checking my account at the end of the year, I found the check was cashed. When I contacted them regarding this, they stated there was nothing they could do.