Chelsea D.

I went with Luna because they gave me a quote to get LVP flooring for my kitchen and dining room installed for $4200 as opposed to Empire (even though they are basically the same company) who gave a quote of $5700. The flooring was installed 5 days after I got my quote and took about 5 hours. The 2 of the 3 installers only spoke Spanish (the two who didn't speak English were the ones doing the majority of the installation) which is fine but makes communication more difficult. I had a package delivered while they were installing and they sat it in front of my banister. I didn't think to move it before they left but once I did I noticed they did not put the quarter round around the base of the banister which had quarter round around it with my old flooring so it's pretty noticeable. I texted the installers about 5 minutes after they left and they said that they did that on purpose because they only put quarter round where there is molding. However, I have a wooden railing in my dining room that doesn't have any molding on it and they still put quarter round on it so I'm 99% sure that's a lie and they just forgot because the package was there. I contacted my sales rep and he said he was on vacation but someone would be calling me. A week later, I hadn't heard from anyone. I got an email survey from Luna and there was an option where you could request to be contacted by someone from Luna so I selected that option. Several more days went by without contact so I called customer service. They were very nice and gave me a reference number assuring me I'd get a call. A few more days went by without a call. I called customer service again. They were very nice and made a detailed note about my issues and the lack of contact and noted to leave a message if I didn't answer the call. They gave me a new reference number and a direct line for someone that was supposed to be assigned to my complaint. I gave it a few days and eventually called the direct line. I got an answering machine and left a voicemail. It's been about a week and still no one has contacted me. I called customer service again today and they said that someone had closed out my complaints already so they put in a knew one and gave me yet another reference number. It's been almost a month since my flooring was installed, I've been trying to have someone contact me since 5 minutes after the installers left and have yet to get a single call. In that time I've noticed that several planks are not sitting flush. They are in high traffic areas and I know it will be an issue in no time so I'd like to have that fixed as well. There's a piece of quarter round that was properly attached and comes off the wall if you touch it. They left pencil marks everywhere on the flooring and trim. There are also a lot of nail gun holes in the trim (more than necessary like they didn't have great aim) and I really don't like the way it looks. All the trim looks sloppy to me. Please consider using someone else to install flooring. It was easy enough to set up installation but if you have any issues afterwards, good luck getting anyone to help you even though there is a 2 year installation warranty. Terrible!