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Luna Flooring Gallery
Luna Flooring Gallery Luna Carpet Lifetime Warranty Issue - Defective Product & Installation Naperville, Illinois
5th of Jul, 2011 by User804978
We purchased Sumerset Tumbleweed prefinished hardwood flooring - Style & Color# EP512TUM for $15,264.74 (amount charged to personal credit card) from sales person Heather Rieck at the Naperville location. Floors were installed in 3 bedrooms, all closets, hallway, living and dining rooms - approx. 1220 square feet. The sales person was informed that the job was a Condo renovation (which had been completely gutted) and the cement subfloors were exposed and uneven. Ms. Rieck informed us that Luna could even out the floors with some type of compound mixture before laying a cork subfloor (which we request for noise reduction) and then laying the prefinished hardwood. Before the sale was finalized, a rep came out to do an actual inspection of the condition of the cement floors to see if the hardwood could be installed, what was necessary/needed & do actual measurements. The rep came out within a week to complete the inspection and reported no concerns especially about the cement subfloor. We proceeded with Luna doing the installation. There was in initial delay from the original install date as Luna told us some of the wood in stock was defective - it was dried out and flaking not good for installation and new inventory had to be ordered. The floors were installed about a week or so later. We purchased from Luna because they offered a LIFETIME WARRANTY ON INSTALLATION AND PRODUCTS. Little did we know we would need it just a couple months after the install. We contacted Luna a couple months later to address our concerns with the floor which had started to separate and buckle in the hallway. Luna did come out to remove and replace the boards. However, while doing so they put a hole in the drywall in the hall. Customer Service was notified of the same but they refused to pay for or repair the damage. The floors have consistently gotten worse. The same problems in the hallway are now happening in just about every room. Awful! There is a lot of de-bonding from the cork and cement subfloors; a lot of crunching & popping sounds; and also buckling and chipping everywhere. Luna's repair supervisor Martin came out to check the floors and witnessed first hand how bad the floors are. He tried to blame chipping on water/moisture damage but his measurement of humidity in the condo was within normal range. Even so, he has refused to allow any repairs under the warranty. We contacted customer service and left several message with Ericka for project manager Diann but our calls go unreturned. We even filed a report with the BBB and there has not been any f/u there either. We had an independent flooring professional come and inspect the floors. His report indicated that the entire floor needs to be pulled up and redone as the cement subfloor was not completely/correctly leveled and as so will continue to cause the problems we experience. Oh by the way, the cost for this will be $25k. I should not have to pay for anything as we purchased from Luna and have a Lifetime Warranty on product and installation. This entire condo was empty when the install was done. There is no excuse. The installer lied about the way the floors were put down and now we are paying for it again! The problem with Lune here is getting them to have enough integrity HONOR their warranty agreement! Buyers beware! I highly recommend not doing business with LUNA!!! Their "run you around" approach and tactics are old. It is designed to wear a customer out so Luna does not have to be held accountable for their quality lacking product and workmanship! Take your money elsewhere and save yourself the time and trouble. Truly, an unsatisfied customer!
Comments
3286 days ago by Cmonroe
Dear Customer,

I am so sorry to hear about your experience, thank you for taking the time to let us know. We take great pride in our customer service and strive to make sure every valued customer loves their floors. I'm sorry you didn't get to experience this, that is never our intention. I would like to look up your account and make sure you get a response to your posting. However I do need more information such as your name or order # so I can look into this. Please contact me anytime at [email protected], I am ready to assist you.

Sincerely,
Chris

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