Business Profile

Carpet Manufacturers

Mohawk Industries, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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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.

Initial Complaint
Date:06/11/2024
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 purchased ***** flooring that's States on there website Waterproof. I had a minor leak from my washing machine, some of my floor bubbled up. I contacted the *********( company who sells ***** flooring) and opened a claim. For them to come back and say it's not covered. Waterproof is water proof, I have this flooring in my kitchen, my bathroom, so now after I have been misled, I could experience my toilet over flowing or, my dishwasher and these are things outside of my control. They need to stop the false advertisement and not mislead consumers to believe they are purchasing water proof flooring. And no where on my receipt nor there website says any exclusions.
Business Response
Date: 06/11/2024
If the consumer is not happy with the claim outcome, they will need to refer back to their retailer for assistance. The retailer will be the one to contact Mohawk's claims department.
Customer Answer
Date: 06/12/2024

Complaint: ********

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

Sincerely,

*********** *****
Business Response
Date: 06/12/2024
Any questions about the denial will need to be addressed with the retailer who filed the claim. That is the point of contact through the claim process. Per the warranty guidelines, Damage caused by events beyond everyday household use is not covered by these limited warranties; including but not limited to flooding, standing water, leaking pipes, mechanical failures or appliance leaks.
Initial Complaint
Date:06/03/2024
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 purchased luxury vinyl for home from this company less than a year ago, and the product was defective. We reported back to the place where we purchased the product. They came out and looked which was implied the “Product shrank because of moisture”. We was told the product was moisture resistant. We don’t have moisture in our home we live on a hill. They are selling product that’s defective! The company should be held accountable!
Business Response
Date: 06/03/2024
In order for Mohawk to properly evaluate any flooring
concerns, a claim against the warranty must be filed with the retailer where the
product was purchased so they can, in turn, file the warranty claim with us.
This is always the first step a customer must take in initiating a warranty
claim on their Mohawk product. Once the claim is filed with our Claims
Department, the retailer should keep the consumer informed of the progress of
the warranty claim as it is being processed. Claims will make a determination,
and that information is sent directly to the retailer.
Customer Answer
Date: 06/03/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

***** ******
i have filed with the retailer as well as you, the product you sold SHRANK. You sold a faulty product and I demand a refund. In place’s it is smaller by 2/8 of an inch than other planks! This is ridiculous that you distribute a product of such low quality. It hasn’t been in my home for even a year yet! How dare you pass the buck, live up to your expectations on the box!
Business Response
Date: 06/04/2024
If the consumer is disputing the claim outcome, the consumer will need to contact the retailer. The retailer will be the point of contact for the consumer.
Initial Complaint
Date:05/28/2024
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.
A local Mohawk vendor recommended Mohawk's engineered wood flooring for it's durability, quality, and aesthetics over other wood or wood-look products like LVT. Mohawk advertises on its website that its engineered hardwoods are, "designed to bring the beauty of nature into every room by pairing the color and texture of true hardwood with a scratch-resistant finish." This description, along with the product's warranty appeared to be our best option in consultation with the design team. This selection turned out to be an upgrade for our new custom home. Upon moving into our new home we immediately noticed damaged boards as a result of installed defective boards, and damage from the builder as a result of punch-list work. Everything was documented prior to moving in our household goods. We have worked with the vendor to repair or replace boards as needed, but the quantity of repair and replacements was significant. We purchased product directly from the vendor to expedite repairs but received boxes that had several boards that were not suitable for use. The repairs are incomplete. Also, where some prior repairs were made by the vendor we're noticing that boards are uneven and nail holes are present.

We have observed this flooring product for a year scratch and dent easily, and repairs are difficult or impossible to conduct because of the nature of the engineered product. Mohawk and the vendor's claims of durability and product quality were misleading and a misrepresentation. We filed a claim (#*******) with Mohawk through the vendor seeking a solution for a full replacement, or refund for this underperforming and defective product. The claim was rejected for unclear reasons, and the defective product and installation issues were outright ignored. The vendor is declining our request for a copy of the report and 3rd party inspection. The vendor and their parent company have also ignored a formal complaint filed through the Better Business Bureau.
Business Response
Date: 05/28/2024
If a consumer is unhappy
with the results of a claim inspection, the next step is to have their own
inspection performed. Once the second inspection has been performed, the
consumer can submit the report to their retailer. The retailer will send the second
inspection report to the Claims Department, and they will review the new
information. Once a new determination has been made, the information will be
sent to the retailer who filed the initial claim, and that determination will
be relayed to the consumer by that store. A certified inspector can be found
here: ****************************************
Customer Answer
Date: 05/28/2024

Complaint: ********

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

Sincerely,

******* *****
Business Response
Date: 05/28/2024
Mohawk has sent all the information over to the retailer. The consumer will need to work with the retailer for any and all claim updates. There is no further action from Mohawk.
Initial Complaint
Date:04/29/2024
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.
My ***** Laminate flooring faded due to sunlight. I contacted **** ***** in Osage Beach to be the intermediary since I bought the flooring there. I had it repaired and sent **** ***** the pictures, dropped off damaged flooring, and paid receipt of repair. The Mohawk company sent me a letter declining my claim on April 24, 2024. The warranty explicitly states: "*****, LLC (“*****”) provides the following limited lifetime residential warranty to the original purchaser for as long as he or she owns the flooring: (1) the laminate surface will not wear through; (2) the floor will not fade due to sun or electrical light; (3) the floor will not stain; (4) the floor will resist damage from moisture due to wet mopping and everyday household spills; and (5) the joint will remain secure under normal use conditions. This limited warranty is subject to the conditions described in the “Conditions” section below and does not apply if used in any commercial setting."
Business Response
Date: 04/29/2024
Mohawk has received the BBB. Any discrepancies regarding a declined claim will need to be addressed to the retailer who filed the claim with Mohawk. The retailer will be the one to reach out to Mohawk regarding any claim issues. The consumer will need to contact their retailer for further assistance.
Customer Answer
Date: 04/29/2024

Complaint: ********

I am rejecting this response because. See attachment

Sincerely,

***** ******
I already submitted claim through **** ***** of Osage Beach and it was declined by Mohawk.
Initial Complaint
Date:04/10/2024
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 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:03/26/2024
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.
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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:03/14/2024
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 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
Date: 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
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,

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

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