ComplaintsforMohawk Industries, Inc.

• 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.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am VERY displeased with the service I have received from Mohawk. I had issues with my flooring and the retailer came and inspected it. They determined that it was within the warranty coverage and moved forward with the replacement. Then Mohawk stepped in..... They assigned an "independent" inspector to come back to my house. The independent inspector was barely able to make it down my stairs to the problem flooring. He added me to his religious text chain until I asked to be removed, and all in all was not very helpful. He spent an hour in my basement and said he found "nothing to worry about". I then heard that mohawk declined my warranty work due to humidity! I live in the high desert of Utah and there is absolutely no humidity! Luckily the retailer believes in customer service and is honoring the warranty at THEIR COST! Mohawk, you should be ashamed. What good is your warranty if you will not honor it?

  Customer response

  03/05/2024

  I don't believe that Mohawk stands by their products.  I would like them to honor the warranty and ensure that the floors are replaced.  This is not something that the retailer should have to take responsibility for.  They approved the warranty claim and then Mohawk came in and denied it (with no legitimate reasoning).  All I want is my floors replaced.  It is true that the retailer (** ******) will pay to have them replaced, but I believe that they shouldn't have to and that Mohawk should stand by their product.

  Business response

  03/06/2024

  Mohawk has received the BBB and have reviewed it. The complaint has been finalized and all information has been sent to the dealer. The consumer will need to follow up with their dealer. 

  Customer response

  03/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: I want an answer from you as to why I let someone working for YOU into my home and you found justification for declining my warranty claim.  You claimed "humidity" as a cause.  Please be aware that I live in the high desert area of Utah and humidity is NEVER an issue.  I will be hiring a person to test this myself.  I am working with the vendor, who is much more customer centric than your company.  In fact, they are excellent.  Unfortunately, you are not.  I want to know exactly why you denied the claim and I want you to have to pay for replacement instead of the vendor that has offered to do so.
  
  Sincerely,
  
  *********** *****

  Business response

  03/08/2024

  Mohawk has received your BBB and have provided all information to the retailer, the claim has been finalized on our side, & the consumer will need to follow up with their retailer.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had new flooring installed in our house in the summer of 2021. In the Fall of 2022, that flooring had to be replaced because it was having issues with the flanges breaking in multiple places. In the Fall of 2023, we contacted the flooring store that we bought through and that installed the material and said the same thing was happening again. It took from November 2023 to today, 2/28/24 to get a response from ********. They said that Mohawk denied the claim to replace the flooring due to defects. The number of places that have broke from November to now has increased. We had replaced all of the floor trim at the same time the flooring was put in. Now it needs to be replaced again after it will need to be removed again for the flooring to be replaced. Mohawk sold us a faulty product and are not standing behind their product. The floor is buckling and peeling back from the bottom of the flooring, separating because the flanges are breaking, and just overall self-destructing. They say this is due to normal wear and tear. The product has partially been replaced every year since installed. It is junk flooring and they are not standing behind it or willing to replace with other flooring.

  Business response

  02/29/2024

  Mohawk has received the complaint and has further investigated the issue. All updates have been sent to the retailer. The consumer will need to reach out to the retailer for updates, further questions and concerns.

  Customer response

  03/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: we have heard a refund will be given, but are waiting for the Mohawk to respond to the questions from ******** regarding if this is an actual refund, or if they are forcing us to use this credit on more Mohawk flooring.  We do not want to be stuck with more Mohawk flooring.  Three times this has been replaced and failed.
  
  Sincerely,
  
  ***** *********

  Business response

  03/11/2024

  Mohawk has completed our investigation. We have sent all information to our customer the retailer. The consumer will need to speak with their retailer for any concerns. No further action will be taken. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mohawk is refusing to honor a warranty claim (that is actually relatively small) at an over 55 home where a Corgo is over 80 is living.

  Business response

  03/15/2024

  Mohawk has reviewed the claim. The floor is being cleaned with an unapproved cleaner that contains surfactants. Surfactants are the ingredients in soap that alter the surface tension of moisture and allow it to seep past any moisture barriers placed on the floor. The warranty advises to never use detergents, soaps, or abrasive cleaners on the floor. Mohawk only recommends using 1 cup of white vinegar to a gallon of water or 1/3 cup of household ammonia to a gallon of water. 

  Customer response

  03/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:  the floors are (and have always been) cleaned with ****. This is the recommended cleaning solution for these floors.  This is a very convenient way to avoid honoring a warranty.  There’s been no appeal allowed and no second review. It’s an unfair business practice and grossly unfair. 
  
  Sincerely,
  
  ****** *********

  Business response

  03/18/2024

  Mohawk is standing behind the decision. Per the care and maintenance, no soap, waxes or polishes are to be used. This will fall under the improper care and maintenance.  We only recommend using a solution of 1 cup of white vinegar to a gallon of water or 1/3 cup of household Ammonia to a gallon of water. 

  Customer response

  03/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: this is  inappropriate and unfair. I will look into alternative remedies.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We no longer install Pergo brand flooring. If you want that type of flooring, you will have to go someplace else. Lifeproof is the way to go. Pergo make false claims of being waterproof and spill proof. When water hits this within minutes it puffs like cereal. Total Garbage. The flooring I have has been down only a few weeks. When the water issue occurred, we stopped installing. We pulled up part of it also find that the flooring had delaminated in several places. When you call Pergo, they refer you to the dealer for warranty. Ultimately the warranty provided by Pergo is useless. Then you go through a **** process. All the years installing flooring under my belt they are giving me a seasoned installer a hard time. Good luck to others. This project was 2300 Square feet of flooring. It is having to all be redone at our labor expense.

  Business response

  01/29/2024

  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.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am currently building a new home and have Mohawk flooring that is installed in my home. When picking out the flooring we were shown a small slab and told that it was a true representation of the product that we would be purchasing and that would be installed throughout our home. The Mowhawk sample slab of our flooring is visibly not the same as what was marketed and sold to us. We have images that show our current flooring compared to the marketed product and they are very different. The flooring we were told would be in our home has warm tones, extreme color variations and looks incredibly natural. The wood that is currently in our home has zero color variation, black spots, and a yellow varnish/tint. We have contacted Mowhawk and have not heard anything back. At this point we feel that we are getting pushed aside and that employees know we have been treated wrongly but no one person wants to take responsibility. We truly just want the flooring we originally were promised and paid for, not a product that was falsely advertised and marketed to us.

  Business response

  01/11/2024

  In order for our Claims Department 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

  01/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I am working with ******** ***** within their **** ***** community on Johns Island, South Carolina. We had a Mohawk representative come assess our flooring situation directly before Christmas. A sample of our flooring was sent in to a Mohawk analyst. We were informed that we would hear back at the start of the new year. We have made zero progress with Mohawk and have not received any updates on our claim that was filed through ******** *****. We have asked for the claim number on hand through ******** *****, they have stated that they are unable to disclose that information to us. Our house is scheduled to close on the 19th and keeps getting prolonged due to lack of transparency and communication. We have no updates from Mohawk or their analyst at this point.  
  
  Sincerely,
  
  ****** ********

  Business response

  01/16/2024

  Mohawk claims will provide your retailer with all the claim updates. It is the responsibility of the retailer to reach out to Mohawk or their sales rep for assistance. Please continue to reach out to your retailer for assistance on this issue.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Mohawk carpet through **** ***** that comes with a wear warranty. I am not sure if it’s 20 or 25 years or lifetime. I purchased it in 2017 and there is a lot of wear. They denied my claim because it is in traffic areas. I’m not sure how carpet would wear in nontraffic areas. The warranty requirement was that I clean my carpet professionally once a year which I did. Cleaning your carpet takes the manufacturer protectant off of it, making it more susceptible to stains and wear. I did it so they would honor their warranty if needed and it caused my carpet to wear out sooner and now they won’t honor their warranty. I have reached out to them four times to discuss the denial and no one will respond. The cowardly claim rep, *******, doesn’t put an email or phone number to contact her on her denial. She hides behind **** *****.

  Business response

  01/11/2024

  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

  01/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I am not disputing the inspection report. I am disputing the denial. The carpet comes with a wear warranty, my carpet has obvious wear, and they are not covering it because it is in traffic areas. Carpet that isn’t used can’t wear. I want them to explain the warranty and why they aren’t honoring it. 
  Sincerely,
  
  **** *********

  Business response

  01/12/2024

  If the consumer is not happy with the outcome of the claim, the consumer will need to work with their retailer who will work with claims. The consumer will need to contact their retailer for further assistance. 

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Please see attached screenshot from email I sent to **** ***** when Mohawk refused to communicate with me. I want to understand the report and wear warranty. 
  Sincerely,
  
  **** *********

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020 we purchased the same revwood select flooring from 2 different retailers. Job scope changed so additional material had to be purchased. Shortly after install boards exposed to spills would buckle. We also have one piece that bubbled? totally bizarre. The product was purcahsed for the waterproofing capability so that we could use it around our kitchen and dining area. We have about a dozen different areas where spills have casued buckling. We contacted one of the 2 retailers to start a claim well over a year ago. They contacted Mohawk rep and asked a bunch of questions and asked for loads of pictures which were sent. In the last year I have repeatedly tried to reach out to the retailer and mohawk rep and they have not repsonded. The cost and work to tear up and replace floors is huge. I am not looking to recover those costs. I am assuming what I installed had some type of issue with their waterproof system and just want the material replaced. I am a contractor and can manage the demo and install.

  Business response

  01/03/2024

  Mohawk has received your BBB. The claims department will be reviewing your claim with your retailer. Mohawk will be contacting your retailer on your behalf about this claim and will provide your retailer with the claim information once claims has reviewed everything. You will need to contact your retailer for said information. 

*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. ↩