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Business Profile

Carpet Manufacturers

Mohawk Industries, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet Manufacturers.

Complaints

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

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Mohawk Industries, Inc. has 30 locations, listed below.

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    Customer Complaints Summary

    • 82 total complaints in the last 3 years.
    • 23 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/18/2025

      Type:Product Issues
      Status:
      Answered
      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.
      My wife and I had brought home many Mohawk, Laminate, samples, from our local Mohawk dealer, and had decided to go with Vintage Fawn. When we had received our flooring for install, the floor did not look like the sample.

      I had brought this to the attention of the Mohawk dealer we had purchased through.

      The local Mohawk dealer response was: If we would have used him for install, he would have told us that this type of flooring has a lot of variations than the sample itself. Shouldn’t he have told us this when the order was placed? Pushing blame back on the customer !?!?! I had requested for a claim to be submitted to waive ******** Mohawk restocking fee but local dealer said he won’t, flooring is a match to him.

      I had then written a response to share with the Territory Manager, requesting to waive the restocking fee and we will cover the shipping fee. The Territory Manager’s response was very kind and polite but also many reasons of NO to waiving the restocking fees.

      Please view the attached pictures of the sample and then the flooring received, pay attention to the design/pattern, not how it blends in, which some or the color tone is off. I had even taken a picture in the direct sunlight so there are no shadows. I have also included pictures from online, too, and not much variation.

      My wife and I had ordered a box of another sample that we liked, and guess what, perfect match to the sample. Mohwak has been in business for 140 yrs., and this is their level of customer service and service recovery?

      Hopefully Mohawk can make this right by reimbursing us the fee we had paid to return the flooring.

      Not able to upload pics due to size of picture.

      Business Response

      Date: 06/18/2025

      Mohawk has reached out to the consumer directly and requested the contact information for the retailer.

       

      Customer Answer

      Date: 06/27/2025



      Complaint: ********



      I am rejecting this response because:

      The sample does not represent the product accurately and Mohawk is not correcting this situation by refunding the restocking fee. 

      In fact, Mohawk Consumer rep did not want to assist at first, they had reached back out to me to assist only after the compliant to BBB was submitted. 

      I will be submitting this to my local news, 5 on your side. 



      Sincerely,



      ****** ******

      Business Response

      Date: 06/30/2025

      We have already advise Mr. ****** that he would have to work out the return fee with the dealer that he purchased the flooring from.

       

      Customer Answer

      Date: 06/30/2025



      Complaint: ********



      I am rejecting this response because:

      The sample does not represent the product accurately and Mohawk is not correcting this situation by refunding the restocking fee. 

      In fact, Mohawk Consumer rep did not want to assist at first, they had reached back out to me to assist only after the compliant to BBB was submitted. 

      I will be submitting this to my local news, 5 on your side. 


      Sincerely,



      ****** ******

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 2019 and 2020 I purchased from, and installed with ****** store Pergo Laminate flooring, more specific Hillcrest Hickory - a product that provides 20 years warranty for light commercial use.
      The project numbers in ****** database are ********* and *********.
      I was thrilled and rest-assured that Pergo massively advertised their product, being "worry free"
      Over the few years, despite proper care and maintenance, the flooring started to show signs of severe damage, opening up in at least 6 areas in the house.
      In January this year I called Pergo in order to start a claim, but was denied from the start, in fact they told me that are prohibited to talk with me, and the claim has to start by the store where I purchased it. The store where I purchased it is at ***** ********* ** ** ********** ** *****.
      Since mid January, the store filed a claim on my behalf, but for more than 4 months, Pergo did not initiate any response. ****** representative, a sales manager Mr. Jim L**** told me that they exhausted all the options they had and there is nothing else they can do to help me further.

      Business Response

      Date: 05/27/2025

      The consumer will need to reach out to ****'s as they have all the information needed to file the claim. 

      Customer Answer

      Date: 05/28/2025



      I am rejecting this response because:

      There is clear evidence of lack of attention when listening to my complaint. In my complaint I mentioned that ****** submitted the claim request since January 1st, 2025, and they showed me proof, while Pergo did not provide and claim number or answer back, for honoring the warranty.

      ****** ultimately told me that there is nothing else they can do, after three months of waiting. In the end, me, as a customer, I am left between ****** and Pergo.  Pergo is the ultimate culprit, like stated, refusing to provide any claim number. I will have to address this in Court, they will be served Court papers shortly - for false advertising and refusal to cooperate on warranty claims.

      Shame to Pergo!

       

       

       

       

       

      Business Response

      Date: 05/30/2025

      Based on the information provided, we are unable to locate a claim in our system. we changed systems at the beginning of the year. Both systems were searched.

       

      Customer Answer

      Date: 05/30/2025



      I am rejecting this response because:

      Since mid-January of this year the request for a claim number was made by ******, and after this request subsequent calls have been made. In month of March we have been at ****** store to have a conference call with Pergo. Pergo representative at the time states that she can see the request, and as well the pictures of the damage, and will get back with a claim number. The Pergo representative refused to give a claim number on the spot, and did not call back, although the proper submission of the claim was submitted per Pergo instructions.

      I was escalating the issue to several supervisors and managers from ******, up to the Executive level.

      The manager's name is Willaim R****, and he can be reached at

      The last message, from that Executive level, 

      "Dear Mr. ********,
       
      This installation was completed 5-6 years ago, which is outside of the 1-year ****** labor warranty. Although you are outside of ****** 1-year labor warranty, we are trying to advocate for you through Pergo's warranty. As far as Pergo being unresponsive, we apologize for that also."

      In conclusion, as you can see from the ****** executive level, I was told that Pergo is unresponsive for more than 4 months. Pergo is a very close-up company that do not communicate with the customer directly, there is no manager you can talk to. All they do is to be sending the customer back to ****** to initiate the claim, and then, once the claim initiation is made, they do not respond back with a claim number. 

      Pergo advertises the product as worry-free, are stating that the flooring is guaranteed for 20 years, and all of this is false advertising, based on the evidence I am bringing it!

      They will be sued in small claims court. A letter to VA chamber of commerce and attorney general will be sent out as well. 

      Business Response

      Date: 06/02/2025

      You will need to contact ****** to file a claim as they have all the information needed to file the claim.

       

      Customer Answer

      Date: 06/04/2025

       

      I am rejecting this response because:

      Pergo response is misleading, again. There is a desolating tactic played by Pergo since mid January, when the claim was made. Please observe, below, ****** response from executive level. This response was given to me two days ago:

      Dear Mr. *********
        
      I hope that you are doing well today. I understand you are upset and mentioned going the legal route, but I did want to let you know of an update we received.
      Pergo did respond and they are working with the store on your claim. I have asked that the store respond and provide an update immediately.

      Thank you,
      William R****

      In conclusion, Pergo approach in this warranty solicitation is occurring in two ways:

      - When ****** is asking about the claim status, Pergo response is that they see the claim request and are working on it. Yet, they do not provide any claim number.

      - When my complaint to BBB states that Pergo is not answering to claim request made by ******, they are stating that ****** did not initiate any claim.

      It is absolutely disappointing the way Pergo treats the warranty issues. This 20 years warranty is largely displayed on ****** store, misleading customers to believe that they are getting "worry free" products, as they are advertising.

      I am not agreeing to Pergo statement, and I showed you the proof.


    • Initial Complaint

      Date:04/16/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Purchased top of line carpet and padding based on warranty details and our families need, completed professional cleaning as directed for stains to reappear and claim to be denied due to wicking. We used professional cleaners provided by selling flooring business, carpet purchase and cleaning receipts provided

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 are asking Mohawk to support its warranty and repair/replace damaged planks. Scratches were noticed within two months of installation. Attempts to reach resolution has reached two years. We believe the product is inferior or defective in the manufacturing process; however, Mohawk has not made an attempt to verify the product or reach us directly. The dealer/installer concurs with a defect in the barrier or coating during the manufacturing. Timeline below.
      5/1/23: Purchased ******* / Mohawk LVP Luxury Planks
      6/4/23: Emailed Dealer with picture of scratches; dealer responded with questions
      6/16/23: Emailed Dealer picture of scratches in another room; dealer responded he will come look at the damage.(Visited to review damage; decided to contact Mohawk)
      12/28/24: No response from Mohawk; Emailed dealer
      1/7/25: Dealer confirmed complaint was filed
      2/3/25: No response from Mohawk; Emailed follow-up to Dealer
      2/4/25: Email response from Dealer: Rep Dustin Seigman has paperwork and said he is moving forward.
      3/9/25: No response from Mohawk; Emailed follow-up requesting information to Dealer
      3/26/25: Dealer relayed a claim response: Claim ********* - CONCLUSION - ******** ****** ******** *** "After review, we have determined that no manufacturing related concerns were exhibited in the photos received. At this time, we are unable to validate the reported concern & will not be able to provide for the claim."
      ****** ****** - Claims Coordinator
      * This response was based only on a few photos.
      3/26/25: Called Mohawk but no one would respond to my questions; requested to talk to warranty department and was told only the dealer can
      3/27/25: Emailed Dealer that we do not agree with response
      4/3/25: Emailed Dealer with our disappointment and sadness; expressed the need to file a BBB claim
      4/4/25: Dealer supported plan to file a claim ; communicated that Mohawk was unhappy I reached out to the Claims Department directly
      *EMAILS available upon request

    • Initial Complaint

      Date:03/31/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a leak on our floors that damaged them. Insurance sent us to a company called ******** located in a North Raleigh NC. It was determined that our entire first floor needed to be replaced. We were told to go pick flooring. We chose the Mohawk LVP because of the warranty and we were sold on it being indestructible. ******** installed the flooring which took 5 days and cost almost $28,000. This was back in August of 2021. Around the 2 year mark we started to notice very frayed edges and pieces of the floor coming up exposing the material in the “wood.” I had trouble finding how to submit a warranty claim and got a bunch of run around. In September of 2024 I was told I had to go through ********. Their customer service wasn’t much better. I submitted all of the pictures, cleaning products we had used and everything else they asked for. After several months and back and forth emails they sent me a letter from Mohawk Flooring that said it was “normal wear and tear.” LPV should not be coming apart on several areas of our home or anyone else’s “normally.” We used all of the correct cleaning products and take very good care of our home. I have attempted contact with both ******* and Mohawk several times since. Mohawk will not deal with me directly and ******* doesn’t answer at all. This is ridiculous. I have since discovered that there are multiple complaints on this LVP. It is cleary a defect and I need this addressed. I don’t know what to do next short of hiring a lawyer? I don’t have time for that and want this company to be held accountable for their product like their warranty says they will.

      Business Response

      Date: 04/09/2025

      we cannot locate a claim under the name ***** ****e or the phone number provided.  Please have the consumer forward us a copy of the letter they received.  Hopefully it has some information to help us locate the claim.

      the email address to send the copy of the letter is  **********************

       

       

       

      Customer Answer

      Date: 04/09/2025

      Hello. I thought I had attached this. This is the letter that was sent to the third party vendor who sent it to me. As I mentioned there is no way that my damage is "normal wear and tear" as the flooring continues to come up in many places after only a couple of years. I can't believe the amount of time and energy we have had to put into this issue and just wish they could do the right thing and fix their problem! 

    • Initial Complaint

      Date:03/24/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 this floor from *****. it has a warranty and i put it down per all of the requirements in order to be covered by a warranty. i would not have purchased this floor without one.

      so the requirements were, i put it down per their specs with their products and with ***** installers. i did.

      The floor has curled everywhere. i have called both ***** and ***** and am getting the run around. ***** does not want to honor their promise of a warranty nor does ***** want to follow through with my claim.

      i want the floor replaced

    • Initial Complaint

      Date:03/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 floors from ****** the brand Mohawk . I floor are shrinking.a lot in certain areas. I wrote to them , they had a specialist come and it has been over a month since the man came and there has been no answers. I purchased 64 boxes paid about 1500 to 2000 for floors then 4000-5000 for installation. The floors are 2 years old. I am afraid someone will get hurt. I don’t know what to do I can’t afford getting all new floors. Help please refund or repairs

      Business Response

      Date: 04/09/2025

      please have this consumer contact ****** to file a claim.  ****** will have all the information needed.  As of today we do not have a claim under the consumer name or phone number.  Without the information from ****** we have no other way to search for a claim.

       

      thank you

      Consumer Affairs

       

      Customer Answer

      Date: 04/09/2025



      Complaint: ********



      I am rejecting this response because:I have filed a complaint with Mohawk! I have been dealing with ****** **************** since January 30, 2025



      Sincerely,



      ****** ****

      Customer Answer

      Date: 04/10/2025

      I did speak with ****** and I filed a complaint .

    • Initial Complaint

      Date:03/18/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      ****** *****, Tumbleweed Oak flooring installed in new home in January. Picked out a light colored sample (I have picture of flooring I selected). When installed, there is random darker colored slabs throughout. Claim with Mohawk was submitted with no resolution. I just want the light colored flooring that I chose.

      Customer Answer

      Date: 04/07/2025

      Have you heard from the company?   No
       
       
       
      Are you satisfied with the company's efforts to resolve this matter?   No
       
       
       
      If not, please explain.
       
      I still have not heard from the company.
       
       
       
       
      Your Signature:  ***** ** *******   Date 4/6/2025
       
      ***** *******
      ***** ********

    • Initial Complaint

      Date:02/19/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 entering a claim regarding the faulty Mohawk flooring we purchased. Flooring was purchased 2021-2022. The floors are not staying connected in the locking system especially in the high traffic areas, like the kitchen and dining areas. I purchased the flooring directly from one of your Hawaii sales representatives, ***** ****. I have tried to reach out to ***** **** several times but he does not respond. I have sent him pictures, video and messages. I have been in contact with one of your customer service reps, ****, but i haven't heard back from him or my original sales rep. This is the last message I sent:

      Today is February 12th. I last reached out to you on February 3rd. I still haven't received any information from anyone from Mohawk regarding our claim. I first reached out to our sales representative back in March and April of 2024 but there was no response. My wife and I have been more than patient. We prefer to have our claim handled by someone else to expedite the process. Having to wait several months to hear back is extremely unprofessional on Mohawk's part. Please get back to me ASAP. If we don't get any assistance by the end of the day on February 14th, we will be contacting the Better Business Bureau and the Consumer Protection Agency to file reports. ****, I understand this is not your fault and you have been more than helpful and quick in your replies but the lack of assistance in filing this claim has been absolutely ridiculous. Please advise.

      I am very disappointed. I purchased the flooring directly through Mohawk Industries via sales representative in Hawaii, ***** ****. Mohawk Industries should handle this claim with me in a timely manner.

    • Initial Complaint

      Date:02/18/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      This is the second time trying to resolve this problem with Mohawk. The first time was 2020 June 1. We bought this house and weupgraded to the Mohawk Houston Hickory MOCHA number ******** floor. it’s been a disaster since we moved in. There is scratches everywhere there is bubbling and we have some boards right next to each other that the veneer is lifting off my wife put thatin and they were called and said won’t do nothing at the time. It was two areas now it’s everywhere in my downstairs and it is terrible we upgraded and I’ve been trying to get in touch with somebody at ********* to talk to him about it and sitting on phone for Five times for over a half hour And still did not get through. I have the actual box and it has to be something do with this product some good some bad and Mohawk refuses to accept responsibility. Need your help.

      Customer Answer

      Date: 03/04/2025

      Mohawk Industries did not contact me in any way shape or form to talk about the problem or try to resolve it.

    Mohawk Industries, Inc. is NOT a BBB Accredited Business.

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