Luna

unknown

The Luna salesman came to the house and gave us a price and date we agreed upon. Come to find out the salesman was fired for other reasons and the carpet we chose was out of stock. These problems delayed the installation and we decided to go with someone else. When confronted with the prospect of losing a customer a VP of sales called us and reduced the original price by half to extend the time period.

First the sales person came out and quoted us for approximately 1100 square feet of hardwood installation on my second floor. This quote came out to $20k, We thought this quote was outrageous and asked that he give us a quote for carpet instead. He came in around $6k, this once again seemed very very high. Considering I would be doing all the work of taking out the old carpet and moving the furniture. I was able to "negotiate" the price down to $4500, however this still seemed much higher that what was advertised on their commercials. The salesman helped us pick out the top quality carpet and gave it to us at the low-quality carpet price. He also said that the installers do a better job than other companies because they use a hydraulic pneumatic stretcher instead of the kneed pads and this gets a better stretch and install on the carpet. Once the carpet installers showed up, they had the wrong quality carpet and there was just two guys with knee pad stretchers to do the install. I called both the customer service and the sales person and they both gave me the same line "this is called carpet crush". This was the explanation of why the carpet appears to be the wrong quality. After the install and a some vacuuming the carpet still does not appear as the same quality we selected when the salesman was out there. After the install we inspected the carpet and found that we can see many areas where the carpet appears to have bad mergers (we can see the lines). These lines are in the middle of rooms and not like at a closet of doorway. The are what appears to be bubbles as if they did not stretch the carpet properly. Additionally there is a spot in out master bedroom where the carpet has a crustified spot, from what I can guess is some glue that dried before the installer could remove it. Overall I would never go back to Luna for anything, their pricing model is outrageous, their salesman was sketchy and never fully explained the cost. It was just some magic number he was able to get us, because "he liked us". I feel we overpaid for sub-par quality carpet and sub par quality install. If you are thinking of using Luna you should stop and use someone else.

See above.

After only 3 days, we had a significant number of pulls in the carpeting in one of the rooms. There were pulls everywhere. Not just in high traffic areas but near the walls and in corners as well. We immediately called Luna and told them the carpeting wasn't holding up. We stressed that it wasn't an installation problem, it was a problem with the quality of the carpet. The next day the same installer showed up mentioning that he had been informed by his supervisor that he hadn't installed the carpeting correctly and needed to fix it. I mentioned again that the problem had nothing to do with the installation, it was a quality issue. The installer snipped the pulls and left. Within a day or two more we had additional pulls all over the carpeting. I again called Luna and informed them that I wanted to replace the carpeting. I asked that we have a different sales rep come out to show us samples as we felt as though the first Rep. hadn't been honest with us about what we were buying. We were told that we were still within the 30 days Love Your Floors promise and so we could exchange our carpet at no cost except the new installation. I argued that our decision to exchange the carpeting had nothing to do with not liking the color or the style, it had to do with shoddy carpeting and I felt as though not only should they stand behind what they were selling but that i shouldn't have to pay to replace something that was falling apart. After arguing and asking to speak to a supervisor I was told that they would upgrade us to a 5 star carpeting but that we would still have to pay for installation. On the day of our appointment with the "new" sales rep, the same sales rep showed up at our door. He had no knowledge of our situation and proceeded to blame the carpet manufacturer for making a poor quality lot of carpet. As a side note, we had been told by another carpet installer that the carpeting we were having trouble with was notorious for the same problem. We picked a new 5 star carpet and scheduled the installation. And although the installers were again professional and polite we are left with no trust of this company or the products they sell

I have used this company twice for two different homes. I had a very large project done in November. . I had 9 rooms done. Used carpet and flooring. It was also a special order job. Once the materials were in they completed this very large and sometimes very difficult job in two weeks. They came early and stayed late. They also cleaned everything, and there was a lot to clean because they had to take up a lot of flooring. Very polite and professional . A few months later, when I found a edge of one carpet was coming up, they came right away and fixed it. I also had flooring done at my other home with a different crew, but the professionalism was the same. Again if something is not right they will come back and repair it for you. So overall for the work they performed for me, they did a good job. For me I wanted a job done right and I appreciated that they took the time to do that for me.