ComplaintsforMohawk Industries, Inc.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a hardwood floor (bamboo) it keeps coming apart. They have came here several times and glued it first time was with the wrong type of glue. Then I got tired of trying to get help. Then I called Mohawk and they gave me info on my floor saying it was disconnected for the exact reason that I’m having. The floor comes apart! They send an inspector here to my house the man was **** he told me and my daughter it was not my fault or my house that was the problem it was the floor itself it was defective. Then when I called back to the ******** ****** to talk to ***** about what Mohawk had said they said it was on me basically my fault! Which is **! The floor is defective it has been for 10 years. I’ve been trying to get it fixed without any help. 3 fixing attempt's no luck. That says ALOT! I want the floor fixed. I have four pieces of flooring left over that can be used. They should make it right. Why are they lying about the inspection? It makes me so angry.

  Business response

  07/26/2024

  Mohawk has received your BBB. A claim is on file and all claim updates have been sent to the retailer. The consumer will need to contact their retailer for further information regarding the claim. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Order Number #******** June 6, 2024 *** ******** ***** *** *** **** **************  Mohawk Harbor Estates Trim Baby Threshold (2) Sand Pearl Oak, *****************  Mohawk Harbor Estates Trim Stairnose (9) Sand Pearl Oak, ***************** Mohawk deceptively listing products as in stock when I ordered them with retail location, and then changing it to backordered after paying retail location for the product, messing up my installation schedule.

  Business response

  06/25/2024

  Any issues with an order will need to be directed to the retailer where you placed the order and made the purchase. Your retailer will then contact Mohawk on your behalf for information regarding your order. Your retailer is the point of contact as that is there the transaction took place. 

  Customer response

  06/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Mohawk has the ability to resolve this matter and like the dysfunctional company that Mohawk is they refuse to resolve the issue.

  Mohawk has a laughably low consumer rating whereby literally 81% of customers that have used or bought from them don't recommend their products.

  Their customer service have excuses everywhere that hand-tie their people from helping. So much for a can-do attitude that built this county.

  Retailer told me Mohawk listed product to them as in stock then committed bait and switch by changing the availability status.

  Mohawk shows what an insincere abusive company they are by refusing to help a customer that needs his product when they have the ability to fulfill the order now.

  I NEVER would have bought this product costing $8,100+ if I knew that it was unavailable as I have installation timelines that must be met.

  Mohawk is liable for damages caused by them not supplying product that was listed as in stock when purchased then fraudulently changed to backordered.

  Any reasonable person that doesn't believe this would cause irreparable harm is twisted and sick.
  
  ***** *********

  Business response

  06/26/2024

  Mohawk has received your BBB. At this time the response will remain the same. The consumer purchased the material from a retailer and not Mohawk directly. Any issues with the order will need to be addressed to the retailer who placed the order. The retailer will, in turn, reach out to Mohawk on their customer's behalf regarding the order. 

  Customer response

  06/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Mohawk is engaging in an illegal pattern & practice of deceptive trade practices where it is falsely and intentionally listing its products as in-stock and available on June 7th, 2024, I'm told on their internal product availability platform with retailers and sellers of its products, then changing the availability status to backordered and not available until at least July 9th, 2024 + shipping time, after the customer such as myself buys and pays over $8,100 for the product. I solely bought this product because I was told it was in stock at the time of purchase. I had cancelled the previous order the day before, for a Mohawk product of a different name "lennox tan", because I learned it was out of stock. I confirmed with the reseller that the Harbor Estates Sand Pearl Oak was in stock the same day I ordered it on June 7th, 2024. Mohawk coldly doing nothing to rectify the situation when the are the cause of the problems is uncaring, ignorant, and lacking in any and all customer service. The idea that Mohawk thinks that a customer that orders a product which they were led to believe was in stock and arriving June 20th, 2024, and that the product won't arrive until after July 9th, causing massive problems with already planned contractor installation is going to cost Mohawk liability in a 3rd party remediation tribunal. I will inform the public via any all review boards of what Mohawk is doing and direct my legal team to serve Mohawk and it's partners with a complaint seeking damages caused to me for the delays they are causing.
   
  ***** *********

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carpet installed on February 26, 2024. A bare spot in the carpet was reported on May 15, 2024. Company requested a sample of extra carpeting, which was provided on May 20, 2024. Company responded on June 12, 2024 that the sample passed testing and the lifetime warranty would not be honored. There are no issues with the rest of the carpet and we just want the carpet in the living room repaired or replaced.

  Business response

  06/19/2024

  Per Mohawk guidelines, any issues with the product will need to be addressed to the retailer where the product was purchased from. If a claim was filed and the consumer is not satisfied with the outcome, the consumer will need to contact the retailer for assistance. 

  Customer response

  06/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: the retailer is not the one who conducted the testing and denied the claim. That was done by Mohawk Industries, who the warranty is through. The retailer is not responsible for the warranty offered by Mohawk Industries.
  
  Sincerely,
  
  ****** *****

  Business response

  06/24/2024

  If a consumer is unhappy with the results of a claim inspection, the next step is to have their own inspection performed. Once the second inspection has been performed, the consumer can submit the report to their retailer. The retailer will send the second inspection report to the Claims Department, and they will review the new information. Once a new determination has been made, the information will be sent to the retailer who filed the initial claim, and that determination will be relayed to the consumer by that store. A certified inspector can be found here: *****************************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased ***** flooring that's States on there website Waterproof. I had a minor leak from my washing machine, some of my floor bubbled up. I contacted the *********( company who sells ***** flooring) and opened a claim. For them to come back and say it's not covered. Waterproof is water proof, I have this flooring in my kitchen, my bathroom, so now after I have been misled, I could experience my toilet over flowing or, my dishwasher and these are things outside of my control. They need to stop the false advertisement and not mislead consumers to believe they are purchasing water proof flooring. And no where on my receipt nor there website says any exclusions.

  Business response

  06/11/2024

  If the consumer is not happy with the claim outcome, they will need to refer back to their retailer for assistance. The retailer will be the one to contact Mohawk's claims department. 

  Customer response

  06/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: it does not address the claim/issue,  Mohawk already sent the denial to ********* and at this Point Mohawk need to address why they denied it and still advertising/selling waterproof warranted  flooring when in reality they are not watreproof nor covered! Claim# *******- signed by  ***** ****@ Mohawk. I followed protocol, that's what lead me here, my next step will be civil.

  
  Sincerely,
  
  *********** *****

  Business response

  06/12/2024

  Any questions about the denial will need to be addressed with the retailer who filed the claim. That is the point of contact through the claim process. Per the warranty guidelines, Damage caused by events beyond everyday household use is not covered by these limited warranties; including but not limited to flooding, standing water, leaking pipes, mechanical failures or appliance leaks. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased luxury vinyl for home from this company less than a year ago, and the product was defective. We reported back to the place where we purchased the product. They came out and looked which was implied the “Product shrank because of moisture”. We was told the product was moisture resistant. We don’t have moisture in our home we live on a hill. They are selling product that’s defective! The company should be held accountable!

  Business response

  06/03/2024

  In order for Mohawk to properly evaluate any flooring concerns, a claim against the warranty must be filed with the retailer where the product was purchased so they can, in turn, file the warranty claim with us. This is always the first step a customer must take in initiating a warranty claim on their Mohawk product. Once the claim is filed with our Claims Department, the retailer should keep the consumer informed of the progress of the warranty claim as it is being processed. Claims will make a determination, and that information is sent directly to the retailer.

  Customer response

  06/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  i have filed with the retailer as well as you, the product you sold SHRANK. You sold a faulty product and I demand a refund. In place’s it is smaller by 2/8 of an inch than other planks! This is ridiculous that you distribute a product of such low quality. It hasn’t been in my home for even a year yet! How dare you pass the buck, live up to your expectations on the box!

  Business response

  06/04/2024

  If the consumer is disputing the claim outcome, the consumer will need to contact the retailer. The retailer will be the point of contact for the consumer. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A local Mohawk vendor recommended Mohawk's engineered wood flooring for it's durability, quality, and aesthetics over other wood or wood-look products like LVT. Mohawk advertises on its website that its engineered hardwoods are, "designed to bring the beauty of nature into every room by pairing the color and texture of true hardwood with a scratch-resistant finish." This description, along with the product's warranty appeared to be our best option in consultation with the design team. This selection turned out to be an upgrade for our new custom home. Upon moving into our new home we immediately noticed damaged boards as a result of installed defective boards, and damage from the builder as a result of punch-list work. Everything was documented prior to moving in our household goods. We have worked with the vendor to repair or replace boards as needed, but the quantity of repair and replacements was significant. We purchased product directly from the vendor to expedite repairs but received boxes that had several boards that were not suitable for use. The repairs are incomplete. Also, where some prior repairs were made by the vendor we're noticing that boards are uneven and nail holes are present. We have observed this flooring product for a year scratch and dent easily, and repairs are difficult or impossible to conduct because of the nature of the engineered product. Mohawk and the vendor's claims of durability and product quality were misleading and a misrepresentation. We filed a claim (#*******) with Mohawk through the vendor seeking a solution for a full replacement, or refund for this underperforming and defective product. The claim was rejected for unclear reasons, and the defective product and installation issues were outright ignored. The vendor is declining our request for a copy of the report and 3rd party inspection. The vendor and their parent company have also ignored a formal complaint filed through the Better Business Bureau.

  Business response

  05/28/2024

  If a consumer is unhappy with the results of a claim inspection, the next step is to have their own inspection performed. Once the second inspection has been performed, the consumer can submit the report to their retailer. The retailer will send the second inspection report to the Claims Department, and they will review the new information. Once a new determination has been made, the information will be sent to the retailer who filed the initial claim, and that determination will be relayed to the consumer by that store. A certified inspector can be found here: ****************************************

  Customer response

  05/28/2024

  
  Complaint: ********
  
  I am rejecting this response because the vendor and Mohawk are not allowing me to see the full report submitted with the original claim.  The original claim was submitted on the customer's behalf--it is not in everyone's interests to withhold important information submitted on their behalf.
  
  Sincerely,
  
  ******* *****

  Business response

  05/28/2024

  Mohawk has sent all the information over to the retailer. The consumer will need to work with the retailer for any and all claim updates. There is no further action from Mohawk. 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ***** Laminate flooring faded due to sunlight. I contacted **** ***** in Osage Beach to be the intermediary since I bought the flooring there. I had it repaired and sent **** ***** the pictures, dropped off damaged flooring, and paid receipt of repair. The Mohawk company sent me a letter declining my claim on April 24, 2024. The warranty explicitly states: "*****, LLC (“*****”) provides the following limited lifetime residential warranty to the original purchaser for as long as he or she owns the flooring: (1) the laminate surface will not wear through; (2) the floor will not fade due to sun or electrical light; (3) the floor will not stain; (4) the floor will resist damage from moisture due to wet mopping and everyday household spills; and (5) the joint will remain secure under normal use conditions. This limited warranty is subject to the conditions described in the “Conditions” section below and does not apply if used in any commercial setting."

  Business response

  04/29/2024

  Mohawk has received the BBB. Any discrepancies regarding a declined claim will need to be addressed to the retailer who filed the claim with Mohawk. The retailer will be the one to reach out to Mohawk regarding any claim issues. The consumer will need to contact their retailer for further assistance. 

  Customer response

  04/29/2024

  
  Complaint: ********
  
  I am rejecting this response because. See attachment 
  
  Sincerely,
  
  ***** ******

  I already submitted claim through **** ***** of Osage Beach and it was declined by Mohawk.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding the carpet I purchased from your company on October 2018 which I believe is covered under the warranty terms provided by your company. I regret to inform you that I have encountered issues with the carpet's quality that I believe warrant attention and resolution under the terms of the warranty. I would like to clarify that I have diligently followed all the maintenance and care instructions for the carpet, including regular vacuuming and shampooing performed by an authorized cleaner. Despite my efforts to maintain the carpet as per the guidelines provided, I have noticed significant wear and tear, discoloration, and other quality-related issues that are not consistent with the expected lifespan and durability of the product. Given the circumstances, I kindly request the following resolution to address my concerns: 1. **Replacement**: I would appreciate it if the faulty carpet could be replaced with a new one of the same or equivalent quality at no additional cost to me. 2. **Opportunity to Upgrade for a Fee**: Alternatively, I would be open to paying an upgrade fee to replace the faulty carpet with a higher-quality product from your range. I am willing to consider this option to ensure a longer-lasting and more durable solution for my flooring needs. I believe that the warranty should cover these issues, and I expect the company to honor its commitment to customer satisfaction by providing a prompt and satisfactory resolution to this matter.

  Business response

  04/10/2024

  In order for Mohawk to properly evaluate any flooring concerns, a claim against the warranty must be filed with the retailer where the product was purchased so they can, in turn, file the warranty claim with us. This is always the first step a customer must take in initiating a warranty claim on their Mohawk product. Once the claim is filed with our Claims Department, the retailer should keep the consumer informed of the progress of the warranty claim as it is being processed. Claims will make a determination, and that information is sent directly to the retailer.

  Customer response

  04/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have a preexisting claim #******* where the wear was deemed normal. I Personally spec carpet as a full time interior designer all the time and know that I selected a what I thought was a reputable nylon carpet with a 25 year warranty to include STAIRS. The wear on this flooring has been an issue from year 1 and have only progressively gotten worse.
  
  Sincerely,
  
  ******* ********

  Business response

  04/10/2024

  If the consumer is not satisfied with the claim, they will still need to contact their retailer for any dispute. That is the proper channel, as that is where the consumer purchased the material from. The consumer will need to contact their retailer for further assistance. 

  Customer response

  04/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have a close working relationship with the dealer and they are aware of my dissatisfaction and have been aware since 2019 where I filed a formal complaint, had an inspection, multiple reach outs, and even contacted my local mohawk group sales rep as well as mohawk for residences ( ***** ******** ) and had NO response. I am only posting this complaint due to the lack of movement in the last 5 years on my concerns. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 1, 2024, I filed a warranty claim for Carpeting I purchased 3 year ago, which only had traffic on it for 2 year. The claim was for unsightly carpet shading, wearing and exposed carpet seems running over the length on the room. I am seeking a remedy of replacing or fixing the carpet issues so that the condition of the carpet in the room are no longer visible. If the Mohawk Company fails to resolve the Carpet issue then I am seeking a recovery of $2000 to cover the cost of replacing said Carpet, padding and disposal. Current pictures and carpet cleaning receipts were provided with my claim to Mohawk. The first year after the carpet was installed, the room in question was closed off and not used until May 2021, so the carpet was not walked upon during that time. I had just move into the house and had nothing in the room. I setup and opened the room about May of 2021 and began using it more then. I am a single male so there is not a of traffic put on the carpeting in the room is question. Mohawk never reached out to me themselves about my carpet concerns. I was advised by **** ***** that my Mohawk Warranty claim was refused for the following reason: Email from Mohawk to **** *****: “ he consumer doesn’t have any other professional cleaning receipts, then claim would be declined due to warranty. Shadow would not be covered. Don’t see fading, but if so, could be from the window. My response: This is my formal notice of disagreement to denial of my carpet claim. Mohawk has shown a lack of concern to me, their customer and not genuinely considered my request in good faith. The photos and receipts I provided clearly show dark shaded areas in the carpet, poor carpet quality and workman. Mohawk never reached out to me directly, has chosen to remain Anonymous, not gathered any evidence of their own, not cited any paragraphs from the warranty contract to support the denial and not provided me a formal decision letter signed by all decision maker.

  Customer response

  03/29/2024

  Good Afternoon,
  The following copy of the carpet warranty is provided in support of my claim. The carpet warranty is for a period of 15 years.
  my claim for dark shaded/faded type areas in the carpet and carpet seams breaking done are covered under the west and tear and texture retention part of the warranty.

  Business response

  04/01/2024

  If the consumer is not happy with the claim outcome, the consumer will need to reach out to the retailer who filed the claim and let them know that the consumer is wanting to dispute the claim. The retailer will be the point of contact for the consumer, not Mohawk as the consumer did not purchase from Mohawk. 

  Customer response

  04/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have already filed a claim with the retailer who provided Mohawk my claim and documents.  The retailer later advised me that Mohawk denied my claim, which is why i am filing this dispute.
  
  Sincerely,
  
  ******* ******* ********************

  Business response

  04/10/2024

  Any dispute against your claim will go through the retailer as that is where the product is purchased from. That is the proper channel and procedure. The consumer will need to contact the retailer for further assistance. 

  Customer response

  04/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Again, I already contacted to store I bought the carpet from.

  They took my carpet dispute claim and filed it with Mohawk. They later emailed me that Mohawk had denied the my claim.

  The Carpet warranty is backed by the manufacturer, not the store.

  why don’t you know this? The store says they would need Mohawks approval to warranty claim the Carpet.

  Sincerely,
  ******* *******

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Mohawk flooring from a retailer that represents your products. I have a dispute eith that company ( ******* Carpet and Tile. They are based in South Florida My dispute centers upon your Mohawk RevWood product. I’ve gone to ******* with my compliant. That was Feb 19th. We provided pictures at his request. He said he would be in touch with us in a few days. He never did. So on March 1 we called him and had to leave a message. He emailed us a day later with an email saying he’s turned tithe matter over to his superior. That superior made a visit to the home where it was installed ( by *******) and made an inspection. He agreed that there was a great deal of separation between the planks. That it was a defect. He indicated the product had a lifetime warranty over that type of defect. That he would contact Mohawk and hopefully get a repair authorized. This supervisor then call us to report that he had spoken to Mohawk and that had denied any fault from their product. I then asked the rep from ******* Carpet to please provide me the person at Mohawk that spoke to him or a person at Mohawk I could escalate the issue to. The ******* person said he could not do that. I asked him for the contact info for owner of ******* Carpet, he resided to provide that also. Today, I called the HQ phone # of Mohawk in Ga. I explained to the person in customer service the circumstances. Her answer to me was Mohawk could not do anything or even speak to me because I was not the customer. The customer was ******* and that ******* would be the only one they would talk to about the issue That the sales was under their account #. They had no obligation to me at all. *********. $5.2 B corporation. ******* Carpet a 8 store operation I’m wondering is this a common practice. I think not. I’ve worked for multi Billion corporations, both *** for 17 years and ******** for 15 years we would never treat clients this way. ******************* *** *** ****  Can your organization help me?

  Business response

  03/14/2024

  In order for Mohawk to properly evaluate any flooring concerns, a claim against the warranty must be filed with the retailer where the product was purchased so they can, in turn, file the warranty claim with us. This is always the first step a customer must take in initiating a warranty claim on their Mohawk product. Once the claim is filed with our Claims Department, the retailer should keep the consumer informed of the progress of the warranty claim as it is being processed. Claims will make a determination, and that information is sent directly to the retailer.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩