Diana L.

This review is long, if you do not have time to read it, my advice is not to hire Luna/Empire (same owners). I was informed of this from the rude salesperson I had come out from Empire. Before even walking in my house, he asked if I am getting a quote from Luna and that it's a waste of time because they are the same company. I am not going to put specific names in my review. The people's names are in the notes that Luna has. They can follow up with them. I hope I include all the problems I had with Luna. I had a salesperson come out February 22 to quote my townhouse for carpeting and flooring. She quoted me the price of $5184. I told her that I needed time to make my decision. I asked her how long she would hold the price of $5184. She said not to worry she can hold the price. I am battling cancer and was still receiving treatment and, in the meantime, got Covid. I wasn't able to commit until April 15th. When she came out that day the price almost doubled. Price increases was what she told me even though I was promised the price on February 22. She was at my house for an hour or more fiddling with her computer. I told her that I was not interested in pursuing this because of the price increase. She stood at the door thinking and all of a sudden remembered she forgot to add something to the quote now we are down to 6000. I should have realized what type of company I was dealing with at that point, unfortunately I agreed. Luna called to confirm installation the price was back up to the higher amount and my down payment was nowhere in the system. I called constantly to get this corrected before installation and nobody could help me. I got excuse after excuse. One rep switched me to someone in West Texas that laughed at my difficulties with the company and told me I need to talk to a rep in Illinois. Why was I switched to West Texas? I was getting nowhere. I then began dealing with one person and she assured me it would be handled. The day of installation of course chaos. Price was wrong. Wrong paperwork printed off. After a lot more work on my part and so much aggravation the price was fixed. Carpet was installed. Went ok (still too early to tell). The next day my vinyl planks were to be installed. Installers came. They were annoyed the carpet was installed first. Luna made that decision not me. These installers we're pretty whiney concerning the carpet. Never was explained what the issue was. They found nothing but excuses that the floor could not be done. They seemed very inexperienced. They told me I need a glue down floor. Not what I wanted and now a whole day is gone and nothing done. I agreed to look at the glue down because I felt I had no choice. The glue down is cheaper so if I like something I can save money, again I had no choice. This again another nightmare. I wanted to get this done asap because I had other work riding on getting this floor being put in. I asked for a salesperson to come out the same day so we can get this done asap. Well according to the person, I had been talking to at Luna, she told me no one was available, I told her salespeople are always available. Then all of a sudden 2 appointments became available that same day, the salesperson came out and they only had one option for a glue down that would look ok with the carpet they already installed and it was nowhere near the color I chose. He also told me I might need to pay for additional work to be done to my floor before they could put the floor in, again felt I had no choice. My understanding was it would be installed in the next couple days. Contacted her the next day and the story changed and so did the concern for my issue. They had nothing available for 2 weeks and the glue down was to cost the same as the planks. WHAT! I was told by friend I can cancel do to breach of contract and I did. Now the managers call and there is concern. This company is horrible in every way. I had 2 other flooring companies come out after Luna said I couldn't get the vinyl planks and they both said that I could. Was this a way for Luna to get their money they so desperately wanted from me from day 1. Telling me my upgraded floor won't work and telling me a less expensive floor would work. This company is the worst. Just stay clear! I went with Simple Flooring in Elk Grove Village. They are professional and their cost is lower. Luna was not going to do half of what this company did. They added finishing touches that made all the difference. The other amazing thing is you always speak to a live person. I had the pleasure of working with Sarah, she is a life saver. Dealing with Simple Flooring made such a difference. I had experienced installers come out and my floor looks absolutely amazing! I found the perfect vinyl planks they had a great selection. I also had the floor done in less than a week! I wish I had them do my carpet too. I don't feel the quality was what Luna promised. I hope this helps those getting flooring to make the right choice. DO NOT USE LUNA OR EMPIRE (same owners) for flooring!