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August 2024 by Luis Garcia
I just finished a complete luxury vinyl installation from Luna in Oak Brook. I have made multiple purchases from this store and overall all my past experiences have been great. Joe the salesperson has helped me on numerous occasions and overall has been great to work with.
On this purchase my largest project with them the purchase was easy and the pricing was competitive. I decided to move forward and dropped the deposit to get things rolling. Before I left Joe said "Oh I just want to mention there may be a floor squaring charge in addition to our agreed pricing once the installer arrives and evaluates the floor" I asked him why was this not part of the quote and he assured me it would be a fair charge" I found it strange and he would not commit to giving me any kind of range in cost. He said trust me we have always taken care of you.
The installer arrives first thing out of his mouth is did they tell you about the floor squaring charge? concerning already!! He proceeded to look around my home and told me he could not give me an estimate until he removed the current vinyl flooring? concerning! I had no choice but to agree to let him start pulling the floor and after he pulled it off he said 1800.00 DOLLARS !! SHOCKING!! SCAM !! my home is 14 years old and is in excellent shape the person who installed prior flooring complimented how easy my installation was and had no issues BUT this guy wants 1800 dollars! now it's 8 am Luna is closed and he's ripped my flooring out.
Joe washed his hands of the situation. Turned me over to his General Manager Ben. He was cordial but it took multiple calls and discussions and when they could not provide justification for the upcharge he finally agreed to adjust the final amount to 300 dollars. They did minimal squaring and I feel like it's a created way for them to make additional money!
They turned a great experience into a sour and very unpleasant experience. They did a good job with the floor installation, the quality of the flooring was great but buyer beware it seems like this is a new way for them to make money.
Lastly the installer broke my shoe molding on the island. I had to order it as it was a specific color. He promised me that when the molding arrived he would stop back by and install it. SURPRISE he wants a 125 service call on something he broke and I paid to replace go figure!!
Floor quality 5 stars, Installation 4 stars, Installers scam tactics 1 star, store initial sale presentation 5 stars, store allowing and agreeing to scam clients with a hidden upcharge 1 star.
Hence the 3-star review! Shame on them this could be a 5-star review and they sure are not being ethical after the sale!!
I would not commit to any installation or purchase unless you have in writing that there won't be any additional hidden fees or upcharges.
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August 2024 by Karen Rhinerson
Great store to work with, lots of choices, good service and our floor looks great. The installer did a perfect job.
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August 2024 by Jamie K Johnson
My flooring installation has been rescheduled 3 times. I have to be in my office for work, and I don't appreciate having to schedule and reschedule days off so this can be done. If it's rescheduled one more time, I am canceling, and I expect a full refund so I can get someone else!
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May 2024 by Julee Eileen
Luna is a budget option and you can do it so much better and cheaper yourself. Unless you are physically incapable of doing it yourself then don’t hire Luna.
We had our flooring installed at the start of 2024. The project took much longer than first planned, but that’s to be expected with any remodeling. The issue is condition it was left in. The stairs are uneven lengths and gaps between the walls and the wood edges are filled with a hideous and cracking wood filler that doesn’t even match the wood tone. Every step has this wood filler and glue edge, and the filler/glue was just smeared up the trim of the wall instead of wiped away and cleaned up with water. Now I have to go through and repaint all the trim on the stairs.
There are also gaps between the back piece of the stairs and the top of the next step.
The vents in the bedrooms weren’t cut in the correct alignment with the underlayment and actual holes to the ventilation shafts so none of the vent covers seated in the holes and were instead left sitting in the floor next to the vent holes. I had to go back and cut more of the flooring away in order for them to seat while we find new vent covers that are large enough to cover the too-large holes.
They also spilled glue or something in multiple spots on the floors that I cannot get up so I have these s gross dirty staines on these brand new floors that I had just paid for and hadn’t even moved in yet.
Worst of all, their financing isn’t an account or a loan, they take out a maxed out credit card for the total of your service in your name. I went from a 780 credit score to 540 in a single day thanks to how they “finance”
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April 2024 by Mike Domin
That is how they left the stairs. The brown carpet is what we ask for, the gray carpet is what we got...
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April 2024 by Anne Kelly
I love my floors done by this Luna! Joe Marzano helped with every step of the way from start to finish--choosing the right LVP wood for my condo to installation and final touches. The entire job was done in about 2 days for my space, and Paulo (not sure if I have the spelling right) and the other installer who helped were always punctual and professional. Everything unfolded just as Joe and the contract indicated it would. I always received a courtesy call on the days installers were coming to let me know they were on their way and a feasible ETA, which I appreciated for my scheduling purposes. It was absolutely seamless work from start to finish which amazing. Ultimately, it was an exceptional experience working with this location, and I could not be more satisfied with the finished product! 10/10 would recommend everyone who was part of helping me through this location!
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November 2023 by K T
Staff was nice enough and the price was fair. The installation, however, was poorly done. The seams are bad - way more noticable than they should be. We even shared photos with the team and they agreed. They sent people back to help resteam some of the seams and it made the problem worse. I have never seen carpet with such poorly done seams! The frustrating part is where seams are typically placed, in areas like the doorways, they are acceptable. But they cut the carpet in the middle of the room and hallway and those locations are the most obvious. Very disappointed. I would definitely look elsewhere.
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September 2023 by Mary Lynn Owen
Great customer service experience with Luna!
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May 2023 by Alexander Bush
I have to say, I'm really happy with my decision to go with Luna's flooring for my home. They had a great selection of flooring options to choose from, and their team was incredibly helpful and friendly throughout the entire process. The installation was a breeze, and I was impressed with how efficient and professional the installers were. The end result is simply stunning - my new floor has completely transformed the look and feel of my space, and I couldn't be happier with how it turned out. If you're looking for a top-quality flooring solution, I would definitely recommend giving Luna a try.
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May 2023 by Donna Davis
Whatever you do, do not go with Luna or Empire. They absolutely ruined my wood mouldings and it took months and months of arguing and they finally sent out someone just to paint them instead of replace them and I had to start the arguing all over again. Then after that I saw that some of the colouring in the top of the laminate was coming off under my entry rug and it was only days after my warranty ended and they wouldn't return my calls they wouldn't talk to me they wouldn't anything. It was awful all around. Whatever you do don't use Luna or Empire. Notice too how difficult it is to leave a google review for Luna and Empire today. Neither of them has a google profile for this very reason. So while it may not seem fair to leave the review for this local franchise. It is the only way to leave a review and let people know.
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March 2023 by Ken
Luna is a terrible company that does not care about its customers. The installers leave a mess behind that they don’t clean.
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October 2022 by Kevin McDonough
We had an awful experience with Luna. We cannot, in good conscience, recommend this company. Everything was initially fine with the quote and price that we received, except the only problem was that they don't give you a WRITTEN quote (more to come on that later.)We put down a deposit months before the install because we were renovating our kitchen and waiting on the cabinets. Once the time came, we excitedly scheduled our install only to be told by the installer that the salesperson 1. Did not include take up of the cement board in the initial quote like he said he would, 2. Did not include the price of the baseboard in the original quote like he said he did (though he did include the quarter round?), and 3. inaccurately measured our floor so we were short a box of material. After adding about $1,400 to our initial quote, we finally realized why it was so much cheaper than their competition- We were duped into thinking we were getting a full quote only to have "surprise fees" (read: "conveniently forgotten material charges") added on last minute. After the final fees were added, we could have gotten a better quality product from a competitor. Had I know that's what we would have been paying, I would have gone with someone else! Then the rude installation manager on the phone had the gall to forcefully inform me multiple times that these labor fees and materials weren't on the quote...Which they don't give you to review!Oh! And they only sent one poor installer (who was great, though) to do the job, so the 1 day job they told us about turned into 4 full days of this poor dude coming to do work. He did an excellent job, it's just a shame the company he works for is either incompetent or dishonest (take your pick).
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September 2022 by Tom Meyers
Not real thrilled with the service so far. They called to confirm appointment to indtall our kitchen floor butthey never showed up. TThen when they came a week later
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September 2022 by CH
Excellent installation and clean-up by Cesare and Eric!
5.10.22 had old carpet removed and new installed in 1100 sq ft condo, they were on time, total attention paid to all the details, cleaned up everything after they were done, and they were really nice guys. Carpet looks great! Thank you Cesare and Eric!
At the Oakbrook Terrace store, Joe sold me the carpeting, and was so knowledgeable and patient about the whole process, and Chuck and Ben were both so nice on the phone with me---wow, everyone involved was the best. Thank you, I will recommend Luna in Oakbrook Terrace to others!
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August 2022 by Ray Luperini
Worked with Joe on carpet selection and pricing, Joe gave us a great price for 7 rooms hallway and stairs. The installers, Oscar and Manny did an excellent job, they went above my expectations. I would recommend Luna in Oak Brook to everyone.Thank you,Ray Luperini
