Attached is the email sent to Melisa Dingus sent in March, 2019. This attachment should give a explanation of some of our complaints. Mellissa, As per our conversation on March 12, 2019, three contractors sent by your company arrived at my home to remove the carpeting and padding that was installed by your company’s contractors on November 8, 2018. This crew was pleasant, acting very understanding and professional. My husband was present this time, but not with first crew. As the previous crew, crew #1, had threatened me three times. At each time he threatened to leave my home without finishing the work that had been started and not finished. He actually scared me, but I did not want them to leave my home in the mess that they created. I was comfortable with this new crew, Miquel, his brother and his sons so that my husband and I stayed downstairs while they worked upstairs. I explained to Miquel what took place when and how the other crew laid our carpeting. I even offered drinks and bought them lunch. I noticed something odd when Miquel’s crew was taking out the carpeting and padding. There was carpeting debris and dirt in my hallway vent. Later on my husband discovered that the other three vents in our living room were not cleaned out, they too had dirt and debris in them. I was very upset about the debris inside my vents, as my husband has severe respiratory problems and is very sensitive to any foreign particles in the air. He had double chemo for five month, once a week, several years prior and his immune system is not as strong as most people. Several years ago, we had Michael and Sons install a new heating system. At that time they checked the vents and stated they did not need to be cleaned out as the vents had no evidence of any kind of dirt or debris. Also, the other crew did not replace the tack boards that should have been replaced because of the water damage. When I questioned that crew about this, they replied that that’s the way it is done and refused to replace the old tack boards. Also, when the new crew removed the padding from the previous installation, I noticed that there were three different types of paddings used, as evidence by the different colors of the paddings. The colors were black blue, green, black and white denoting that they were of different grades as explained to me by Miquel. The padding was laid down in pieces not in one continuous piece. I also had questioned that process at the very beginning. Also, both crews did not know how to lay the carpeting on the stairs, they pieced the stairs instead of having a continuous waterfall type flow going down the steps. That’s the only way they knew how to lay carpeting on the steps. Before, I go any further, let me explain the following. My husband, who was a realtor, and I were involved with another realtor that owned a carpeting company who taught me about the carpeting business, from sales to installation. I know what I am talking about when it comes to carpeting. Now, concerning the new carpeting installed this second time around. First of all, we had to remove everything out of our closets, drawers, curio cabinets, disassemble the computer system, china cabinet, and anything that could be damaged when the crews moved furniture. Needless to say, we are having to do this for a third time and it takes a week or more to get everything set up and put back properly. We are not looking forward to this inconvenience and work for the third time. The carpeting we paid for was supposed to be five star quality and the padding the best on the market, as per your sales representative. I had two different carpeting companies come in to assess the carpeting that was installed by your company and basically they said the carpeting was a hoax. I showed them how the carpeting was seamed throughout the house and they agreed that this was a shoddy job. This was the first carpet laid in our home. The second crew did a better job. The new crew ran out of carpeting and could not finish the basement steps. Now we have just the padding on bare steps with stables sticking out to where we have to make sure we have shoes on in order not to get injured. When they packed up their gear, I was sick to my stomach and although they offered to come back the next day, we just could not put up with the stress anymore. Also, I have a large bag of carpeting and padding strips that Miquel’s crew left at our home, which shows that the quality laid down on the second time is of poorer quality of the carpeting laid down first time. I cannot help but questioning the quality of the carpeting that was laid down the first time. Mr. Robert Butler, your representative, came to my house to try to resolve some of the problems concerning this shoddy work and the quality of the carpeting. I showed him the steps how they were laid piece by piece and the shoddy work performed with the laying of the carpeting on the steps. I had taken pictures of the work being performed and these I showed to Mr. Butler. Also, I showed him where the first crew broke my daybed in our guest room. I explained to him that I know about carpeting and this was not five star carpeting and the padding was not what we paid for, as it was not the best as it was represented to us by your sales representative. . Mr. Butler came to my home a second time and I showed him the pictures and told him about all the bits and pieces of the paddings and carpeting from both crews. I still do not trust the padding quality. I would not put this cheap carpeting in a garage nor a dog house. Mr. Butler apologies again, as before, and stated this would have to be handled by corporate. He also named a list of seven things, and the companies that he was going to contact, in order for these deficiencies to be corrected. Including cleaning the vents and also having an exterminator exterminate my home. When Mr. Butler left our home I wanted him to know that I was not a happy camper. This is a huge strain on my husband and myself, again we have to move our belongings from four rooms into the bathrooms and our sunroom creating wear and tear on our belongings. My husband and I are approaching seventy years old and we are both disabled. The vent system has been compromised creating a respiratory problem for by husband and our house has been trashed two times with the third just around the corner. The carpeting process is nothing that I have experienced in all of our homes. The carpet experts that came to our home agree that this is cheap carpeting and unprofessionally installed. The trust I had in Luna is gone. Who in their right mind would not agree with me? Once is maybe ok, twice no way and a third time I cannot believe it. In order to solve this situation, I want the carpeting and padding I was promised by you sales representative, the steps carpeting flowing down like a waterfall, not in pieces. I want compensation for the broken bed, I want compensation for cleaning the air duct system, and cost of exterminating our home. Before, I forget, the padding that was installed the first time was old and came out of somebody else’s house, hence the need for the exterminator. I will provide the pictures to you via your phone. This time I want the upstairs done one day and the downstairs a couple days later. This gives us a chance to put back everything from one floor then the second floor. My husband I cannot take the stress of having our entire house upside down. The first time, November 8th, the holidays and everything involve with the holidays that we had our plates, was so stressful that my husband experienced numerous seizure, as he has PTSD. The second time it was so obvious that nobody should have to go through this again. Let’s hope the third time is the charm. Thank you for your time and consideration on this matter. We hope to hear from you soon so that we can solve this problem to our satisfaction. Sincerely, Mrs. Catherine J. Pratt 2202 227th Street Pasadena, MD 21122 Telephone # [protected] August 2018, we contracted LUNA to have wall to wall carpeting installed in our home, which covered the living room, three upstairs bedrooms, two hallways and two stairs (13 steps each). In the contract the installation of the carpeting on the stairs was to be in the waterfall method, this is in writing. We also contracted and paid to have the best padding and five star carpeting as represented by your sales representative, Michael Ponte. As of this date your company’s contract obligation have not been met. As you can see by the email sent to Melisa in March we have been frustrated and insulted by your so called customer service representatives. My wife has been verbally abused by insulting her intelligence. The last conversation that she had with your representative who was supposedly from your corporate office, Charles Ogame, tried to insinuate that she was an idiot. First off he stated that your company does not state that you carry five star carpeting and during the conversation it became evident that he had not reviewed our claim. He stated that we had already had our carpeting replaced three time. The fact is this would be the third time that we would have to replace the inferior carpeting and padding. In May, while discussing having to replace the carpeting for that third time, replacing the broken bed, and the stress involved with entire matter my wife stated that she wanted the following: 1.) Replace the carpet and padding as was contracted originally; 2.) Compensate for the broken bed; 3.) Replace the kitchen floor and the small bathroom floor on the first floor; and $.) Any monitory compensation that your company feels for this entire unpleasant situation. I have a very low stress level as I am a veteran diagnosed with PTSD and this has caused me undo stress not only for me but also for my entire family. One more consideration is that our daughter will be moving back from Georgia to live with us in August. We need to get this problem resolved now not later. Presently, I am holding off getting legal representation, starting a face book campaign, contacting Senator Von Hollan’s office, and Channel 13, and also the Better Business Bureau. Please respond in writing and email so we can get this problem resolved. As of the 8th of July this will be eight month since we first contracted with your company. There should not be any question that your company has wronged us and that we are owed a timely resolution. Thank you for your time and timely consideration on this matter. Sincerely, Herold K. and Catherine J. Pratt Email: [protected]@hotmail .com Telephone: [protected] 2202 22th Street Pasadena, MD 21122
This complaint and/or review was posted on HolySmoke.org on 21:43 pm, March 05, 2020 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/luna-flooring-21st-century-flooring/.
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