ComplaintsforMohawk Industries, Inc.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a carpet from ********** in Nov 2018. It is a Life Proof Pet Proof carpet. Recently it came out in the media that stain resistant carpets contain flourine which can result in PFAS which can cause long term damage to our bodies systems-cancer and reproductive issues. It's called the forever chemical because once it's in your body it doesn't come out. ********** purchased it from a company called Mohawk. I've been in contact with ********** and Mohawk for over a month now trying to determine for sure if my carpet underwent the fluorine chemical process that causes PFAS. Mohawk finally sent me a PDF indicating it is very possible my carpet has PFAS because it was made in 2018. In 2019 they no longer use the PFAS flourine process on their carpets. I asked for verification that my carpet has PFAS and to replace it if it does. ********** filed a complaint on my behalf to Mowhawk and was denied the replacement of my carpet even though my carpet has a warranty on it is hazardous to my families health because of a chemical they used on it. When I called Mohawk about it they said that ********** is responsible for replacing my carpet if I'm not satisfied with it. I call ********** and they saw Mohawk has to agree to replace it. I do not want a carpet with flourine (PFAS) in my house. The carpet is supposed to have a green label which means it is environmentally safe. This is why we purchase it. Now it turns out it is not safe. This company advertises that it is environmentally safe which is not accurate based on what I purchased. I'd like my carpet replaced to a carpet without the flourine PFAS process.

  Business response

  12/17/2021

  Business Response /* (1000, 5, 2021/12/02) */ ********************************************************************************************************** Mohawk has reviewed and responded to the consumer concern regarding the consumer's carpet. Please see below response from Mohawk. Mohawk has reviewed your statements regarding the safety of our products, including as presented to the Better Business Bureau. We respectfully disagree. Fluorine is an element found in nature. It is added to drinking water to prevent cavities. The EPA's primary PFAS regulatory focus has been on two fluorinated chemistries known as PFOA and PFOS. Mohawk did not use these chemistries directly in its products and discontinued use of products associated with them since approximately 2008 and 2000, respectively. As such your carpet would not have been made with the chemicals subject to the most scrutiny by government regulators. Moreover, the EPA has stressed that its concern with PFAS chemicals is focused on such chemicals in drinking water, not in commercial products. Furthermore, Mohawk has followed government regulations regarding the use of all fluorochemicals. Despite the lack of governmental regulation, in 2019, we stopped using any fluorochemicals on our carpet. Importantly, Mohawk is not aware of a single injury caused by these chemistries in its products over the long lifecycle of these products. The EPA has been publicly discussing fluorinated chemistries since at least 2000 without regulating or banning their use in commercial products. To this day, over 20 years later, the EPA still has not issued any fluorinated chemistry regulations that impact Mohawk's manufacturing processes. Given the above, we are not offering to replace products at this time. Consequently, we are closing our file on this matter. Consumer Response /* (3000, 7, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. Mohawk stated, "As a manufacturer committed to sustainable flooring solutions, Mohawk takes the environmental and safety concerns for its products and of its consumers seriously. Customer and end-user satisfaction are paramount. We strive to ensure that our products meet or exceed expectations, including regarding regulatory requirements as well as our own internal commitments related to health, indoor air quality, and the environment." My response to this:Mohawk is currently not taking my concern about my family's health and environmental safety seriously. In 2018 Mohawk did not send me notification that the carpets they installed in 2018 had fluorine chemistry that can deteriorate into PFAS's which ALL PFAS are harmful to a human's health. They switched to carpets free of the PFAS/chemical process shortly after in 2019 without notifying/warning consumers of the health issues the previous carpets with the fluorine process can cause in humans. The reason they got rid of the carpets with the fluorine process is because ALL PFAS are harmful to human health. This has been stated recently in environmental publications and news. It is one of the worst human pollutants to young children inside the house because they play on the carpet with their toys. They put toys in their mouth that are contaminated with PFAS. This does not meet or exceed my expectations like you say your products should. My end user satisfaction with the carpet in my house is not paramount as you stated it should be because you will not replace this toxic carpet with the brand you created in 2019 that does not have the fluorine process so that my family doesn't get life long chemicals in our bodies that cause cancer and reproductive issues. 2. Mohawk said, "For carpet manufactured in or before 2018, some products may have used fluorinated chemistries that could degrade to PFAS over time." My response: I would never have purchased a product that was advertised as a green label and environmentally friendly to now have a carpet in my house that can degrade to PFAS over time. This is the opposite of a "Green Label," and in fact is misleading. Once again you are showing you are actually not committed to "health, indoor air quality, and the environment." If you were committed to these things you would have notified me in 2019 that my carpet had the fluorine chemistry process and could degrade to PFAS over time instead of only notifying me when I called several times over the course of a month asking to speak to managers to figure out what my carpet is actually made of. If Mohawk cared about my family's health and the environment you would have offered to replace my carpet with one without PFAS just like car companies issue recalls when something is determined a safety hazard in their car models. 3. Mohawk said, "The EPA's primary PFAS regulatory focus has been on two fluorinated chemistries known as PFOA and PFOS. Mohawk did not used these chemistries directly in its products and discontinued use of products associated with them since approximately 2008 and 2000, respectively. As such your carpet would not have been made with the chemicals subject to the most scrutiny by government regulators. Moreover, the EPA has stressed that its concern with PFAS chemicals is focused on such chemicals in drinking water, not in commercial products." My response: One line in the response above that is extremely alarming for a company to make that prides itself in environmental health and keeping customers healthy is- "As such your carpet would not have been made with the chemicals subject to the most scrutiny by government regulators." I don't want any chemicals at all that are associated with creating PFAS in my house PERIOD. And that includes the ones that even aren't under the most scrutiny. I would have never purchased this product if you had fairly disclosed what it was made out of. 4. Mohawk stated, "In2019, we stopped using any fluorochemicals on our carpet." My response: This is exactly why I don't want a carpet that was made before 2019. Obviously there's an environmental and health reason that drove Mohawks decision to discontinue the carpet I have with Fluorine chemical properties. Mohawk should make this right and replace our carpet since these chemicals(even the ones not under the most scrutiny)cause cancer and reproductive issues. They say they don't know about this but there are publications everywhere that state all PFAS are harmful to humans

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased mohawk flooring from ****** in July of 2021. I had it professionally installed and it started to chip before we even moved into the house. This product supposedly has a warranty, but they will do everything in their power and make up ridiculous claims and rules to not pay out for the warranty. I paid $3,000 for this flooring that immediately started to deteriorate. I need them to follow through with the warranty that they advertise.I would like a full refund including the cost of getting flooring installed again. And I would like for them to stop advertising that they are offering a warranty.

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/11/12) */ ********************************************************************************************************** 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. Consumer Response /* (3000, 7, 2021/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I filed a claim and was told it was not accepted because I have kids among other SILLY reasons. This warranty is misrepresented by the business. I expect a refund given the information that was sold to me as a consumer. I would also like for you to stop advertising a warranty that doesn't exist in the way it is represented to the consumer by the packaging and website information. Business Response /* (4000, 9, 2021/11/12) */ 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 the Consumer Affairs department. Consumer Affairs will send the second inspection report to the Claims Department, and they will re-open the claim to review the new information. Consumer Affairs' contact information is listed with this response. 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: https://www.fcits.org/find-inspector.php

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a floor put in by ****** Carpet last year. Mohawk makes the floor. We specifically requested a durable, water proof floor to be installed. We were told by the sales rep that the floor was water proof. That sales rep no longer works for the company. Well, it is the farthest from water proof. We were first told by ****** that the product was defective and then we were told that it's only water resistant up to 30 minutes. The floor is disgusting! We have grand kids and pets so you can only imagine. We just want a refund or a water proof floor like we thought we were getting and were told we were getting. Please help!!

  Business response

  11/24/2021

  Business Response /* (1000, 5, 2021/10/26) */ ******************************************************************************************************** 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. Consumer Response /* (3000, 13, 2021/11/08) */ No. I'm not satisfied with the business and my attorney will be contacting Empire Flooring and Mohawk. This is ridiculous!! I have not received a response from my last email to Empire or Mohawk. Business Response /* (4000, 15, 2021/11/08) */ 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. If the consumer is seeking legal council, then all contact with Mohawk will cease. The consumer will need to contact their retailer for further assistance.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took out all of the birch hardwood floors in my 5 year old house because they were too soft and being scratched by my 3 dogs. I was told that Mokawk Revwood was my best choice for holding up to pets. I have to say that they have been scratch proof but they are definitley not water/urine proof as stated in the warranty. Everywhere my dog has had an accident, the joints have swelled and the finish is warped. I have these floors in my ENITRE home and they have liquid damage in MULTIPLE areas. I filed a complaint almost IMMEDIATELY and they keep getting denied. They have sent out TWO people to inspect my floors and both claims have been deined by Megan C**** with absolutely no explanation. Bottom line...MOHAWK DOES NOT BACK THEIR PRODUCTS OR HOLD UP THEIR WARRATY. I have visited several other flooring stores since this has taken place and they do not even sell this product do to the same issues I am having.

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/10/25) */ ******************************************************************************************************** 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 the Consumer Affairs department. Consumer Affairs will send the second inspection report to the Claims Department, and they will re-open the claim to review the new information. Consumer Affairs' contact information is listed with this response. 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: https://www.fcits.org/find-inspector.php Consumer Response /* (3000, 7, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already had two claims filed both with different inspectors and that's all they do is continue to deny them. How many claims do I need to file? The floors are not holding up according to their warranty yet they refused to replace them. Now I'm demanding a refund or I'm taking this to court. After looking at all their complaints on the BBB it looks like a class action law suit is the way to go because unfortunately, I'm only a small percentage of the consumers that have had the same issue. Business Response /* (4000, 9, 2021/10/28) */ Mohawk has determined that this is not a manufacturing issue. The inspector Mohawk sent out and the one the consumer petitioned, have both determined no manufacturing defects. This claim will remain closed.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Mohawk Carpet at ********** Wesleyan 11-Color Soft Nutmeg Texture Brown Carpet...Cost about 7K Once installed we discovered that when you walk on this carpet it leaves white footprints. ********** contacted Mohawk. They agreed to replace and install however they don't have a solid brown carpet...all their carpets turn white. I call Mohawk rep, explained situation and she "passed the buck" stating it's **********s responsibility even tho they don't identify this feature on any of their carpet samples. I am unable to find a solid brown Mohawk carpet . I requested a refund. They said it's **********'s problem not theirs. even tho they don't clearly list the features of their carpeting so customers know what they are buying. Of course they reject a refund.

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/10/19) */ ******************************************************************************************************** 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. Consumer Response /* (3000, 7, 2021/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you mean Mohawk I do not accept their response as they did not provide adequate information in their samples, display models large or small. There is no description of their carpet turning white when walked on. I went to ********** and looked at larger samples than the tiny one I had and most of them turned white when I ran my hand down them. I believe I'm entitled to a full refund from Mohawk for not properly describing what their product does. Business Response /* (4000, 9, 2021/10/20) */ Than manufacture does not process refunds as the consumer did not purchase it from the manufacture. For this issue to be further investigated, it will need to go through a Claim process. The consumer will need to take their original purchase receipt back to the retailer and file a claim. Once a claim is filed, and independent inspector will come out and inspect the carpet. Please contact the retailer for further instructions.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought pergo flooring 2 months ago , started install about 3 quarters of flooring dong, my wife dropped a eyelash curler on floor chipid floor . there's no sharp edges on it . don't see how this could happen. Spoke with pergo this morning about this they were shocked about it. i also raised concern about water proof lifetime guarantee on box it states water proof and water proof seems, which is false there's no water protection on seems. asked for supervisor 3 times and denied. they have a lot of complaints against them on consumer affairs about this same thing. i talked with them and they told me i'm just anticipating a problem . i spent over $5,000 dollars on floor its 3 quarters of way finished , now i don't know what to do, no help from PERGO flooring.

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/10/05) */ ********************************************************************************************************** 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. Consumer Response /* (3000, 13, 2021/10/18) */ This is the first i heard anything from you regarding this matter, and would like to know the out come of this . thank you************** Business Response /* (4000, 15, 2021/10/19) */ In order for this matter to be handled, a claim will need to be filed through the retailer. The Consumer will need to take their original purchase receipt back to the retailer and have the retailer start a claim. Please contact the retailer for further assistance.

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