Complaints

This profile includes complaints for Mohawk Industries, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mohawk Industries, Inc.

  160 S Industrial Blvd Calhoun, GA 30701-3030

• 

  Mohawk Industries

  180 Church St Torrington, CT 06790-5225

• 

  Mohawk Industries, Inc.

  31353 Huntwood Ave Hayward, CA 94544-7841

• 

  Mohawk Industries, Inc.

  3350 Bill Metzger Ln Pensacola, FL 32514-7076

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  Mohawk Industries, Inc.

  508 E Morris St Dalton, GA 30721-3403

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 03/18/2024

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

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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. 

• Initial Complaint

  Date:12/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021, I purchased the ***** Wet Protect laminate flooring from *****, which apparently is ******* retailer. I spent approximately $5200 on the flooring and another $7600 on having it installed (not by *****) over the entire house. After 3 months, the flooring was puckering at the seams from mopping as well as due to a minimal leak from the mop bucket. I never put a full wet mop on the floor and the leak was immediately wiped up. The flooring claim is "WetProtect® floors have a lifetime waterproof guarantee making them perfect for high-moisture areas like kitchens, baths, laundry rooms, or mudrooms and are guaranteed not to wear, fade or stain; superior scratch and dent protection". This is not the case!! In fact, everywhere that has seen water with my flooring has buckled and separated. I contacted the company regarding the warranty and was told the only way they honor the warranty is to have ***** come and assure the installation was correct. Beyond that, they will not talk to you. Since I didn't have ***** install the flooring, how can they make a determination if the installation is correct? It's tongue & groove laminate!! Hence, ***** has no intentions of honoring a "lifetime warranty" for their product. After less than 2 years, my floors look worse than before I had the ***** installed. I feel I am owed restitution for what I paid for the flooring as well as the installation costs.

  Business Response

  Date: 12/15/2023

  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 ***** 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 Answer

  Date: 12/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: The retailer is not the one who guarantees the product. I will contact the retailer to see how to file the claim and if they are unaware of how to go about it, then Mohawk should be responsible for dealing with me directly. This is a poor and irresponsible business practice. 
  
  Sincerely,
  ***** ********

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carpet installed 3/6/2020 (start of COVID) Purchased from ******* ****** ********** ***** *** *** ********. Carpet gradually had appearance of being dirty. April 4, 2023 contacted ****** and ***** advised carpet cleaning. Carpet cleaned April 11, 2023. Looked great for a few months. Carpet is disgusting with many dirty appearing spots and areas through I have read numerous reports/complaints about this Mohawk Smartstrand carpet and my problem has been top of the list of complaints. out the house have black holes from tufts coming out. . This is my second complaint to BB. Filed complaint November 27, 2023 advised should hear from company 3-11 business days. NO RESPONSE.

  Business Response

  Date: 12/11/2023

  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.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moved into a new build in 2018, MOHAWK hardwood floors installed. Within 1 year the stain was coming off around the house, even in low/zero foot traffic areas. A hardwood floor seller came to look and immediately said that I should submit a warranty claim. MOHAWK sent an inspector, no official certification as far as I could tell. Denied claim saying I had "moisture" in the house. In a 4 year old new build, no idea what that even means. I hired a Certified Hardwood Flooring Inspector to perform an independent inspection. They produced a report stating manufacturing defect (I can provide this report). Resubmitted Warranty Claim, denied for same reason as before "Moisture". Looking at other reviews it seems this is not unusual for Mohawk to deny claims despite evidence.

  Business Response

  Date: 11/09/2023

  Mohawk has concluded our investigation on this matter and all information has been provided to the retailer. If the consumer has any further questions or concerns, they will need to contact their retailer. 

  Customer Answer

  Date: 11/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have already worked through the retailer, since this is a Warranty claim it can only be resolved by the manufacturer.  This was also noted in the report by the Certified Hardwood Flooring Inspector.  To my knowledge the retailer is not in a position to address this flooring defect, they have communicated with Mohawk as much as they can.

  This direction to only contact Mohawk via the retailer adds no value to this situation.

  I would also like to understand from Mohawk why they are dismissing the conclusion of the Certified Hardwood Flooring Inspector?  In their response they refer to a leak from the fridge, this was small and does not explain the many other areas, pictured in the report, where the stain has come off too. The Painters tape should not peel stain off any good quality hardwood. 

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

  Business Response

  Date: 11/13/2023

  Mohawk is standing by the original claim response as there is no manufacturing issue. The consumer will need to contact the retailer for further assistance. 

  Customer Answer

  Date: 11/14/2023

  
  Complaint: ********
  
  I am rejecting this response because the retailer cannot do anything about this, as stated, it is a flooring defect per the independent report of a Certified Hardwood Flooring Inspector and therefore a warranty issue.
  
  Sincerely,
  
  ******* *****