sashas131

Sasha S.

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Total Points
80

1 Review by Sasha

1.2K Views
11/3/21

If I could leave no stars I would. Let's start with I received a call from Luna a couple days before my installation date that they had to change my installation date. They pushed it back a week. I had to change so many other things to accommodate for this. Then, I wasn't told anything about any different trims or that they even offered baseboards. My first home and I have no clue about any of this fyi. So after talking with people I tried reaching out to my sales agent to see If I could change the quarter round to match my floors instead of the white she chose and to find out more about baseboards that luna provides. After multiple phone calls and text messages, I never got a response. I then contacted the customer service department and that I did accomplish getting my quarter round changed. They then sent an email out for the sales representative to contact me to go over baseboards. Again, I was never contacted. I contacted Luna again to go over baseboards and again nobody contacted me back. The new installation date had arrived and the 3rd party contractor said I owed more money and I had already paid in full so there was another error on their behalf. After 4 phone calls, an hour later, all while the contractor waited, that problem was finally solved and they seen the error on their behalf. Then after all this the contractor tells me he can't do it because I need the baseboards and they can't just do the quarter round. He said he could run to the nearest Home Depot (30miles away) and get them. I would then have to pay him $200 for installing them and then the cost of the baseboards as well. Wasted my whole Saturday morning and never even got my floors installed. This shouldve been something the sales representative told me when she came to my house to give me an estimate as Luna agreed with me about that. So again I had to reschedule, change all my other dates that I had scheduled for this move, and I had to pay another month's rent for the current house I'm living in plus my mortgage. Luna has cost me so much extra money for all their errors. Then after thinking it over after the weekend, I called back and just wanted my money back in full refund. It was just problem after problem and I was done with them. It took me an hour and half and 3 disconnects from customer service to finally hear i would be fully refunded. The man that refunded me was very rude as well. I was suppose to get a refund for $2,734 and was refunded $0.27! I am currently trying to contact someone and receive a phone call back over yet another error on behalf of Luna! I can't purchase flooring elsewhere until I receive my refund from Luna! Horrible customer service! I'm 2 days in with trying to get the correct money refunded!

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