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, Inc.

  1811 S Hamilton St Dalton, GA 30720-5344

• 

  Aladdin Mid-Atlantic Inc

  1910 Park 100 Dr Glen Burnie, MD 21061-3274

• 

  Mohawk Industries, Inc.

  2359 Waters Dr Saint Paul, MN 55120-1163

• 

  Mohawk Industries, Inc.

  949 Industrial Blvd Chatsworth, GA 30705-2021

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: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,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 want to point out that we wrote to you because we feel there are a lot of people out there that get 'steam-rolled' over by corporations such as Mohawk.
  
  The basic background is that we purchased carpet from a reputable flooring company in California in Jan 2015. [purchase invoice attached.] We purchased the carpet through our builder **** ****.
  
  We found that the carpet had started to buckle in various rooms in the house we rent out in California. [2 pictures attached] The flooring company had unfortunately went out of business during the 'Covid era' so couldn't do anything. We wrote to Mohawk asking for help and filed a claim. [Claim attached]
  
  On Sep 13, the claim was rejected with a conclusion stating the carpet was not covered under warranty and considered a installation / error. [conclusion attached]. We wrote back - see Our email below, asking them to reconsider. This was an 8 year old carpet and should not be buckling / warping after single family usage.
  
  On Sept 20, 2023 they wrote back indicating it didn't contain an Opti Warranty and they don't cover rental properties. see Mohawk email below
  
  It was then we decided to write an email and ask it be forwarded to the COO of Mohawk. see Our email below dated 1 Oct. You can see that for a mere $600 plus the supervision we hired to get this done, Mohawk could have made good on a product they produced and was only 8 years old.
  
  We thought their 'excuse' of being a rental property actually degrades every renter ... which is totally unfair. In our case, this house is rented out to single families who take care of the house with care. We think their procedures, their reasons, and their approach should be reviewed. We have already had the carpet stretched, so would appreciate a refund of the cost and a commitment to review how they handle their warranties.
  
  First, it should be clearly stated on any invoice of the product. It was not. To depend on any supplementary documentation puts the purchaser at a disadvantage to keep and remember that 'oh yes, this doesn't have a warranty' or its on some additional phamplet or paperwork. To rule out rental properties also seems odd. That should be stated on any invoice as well. To blame the well-respected flooring company is also unfair. To state it had something to do with the backing also seems a bit lame.
  
  They are selling carpet that they claim is built to last. They need to own up to their responsibilities.
  
  Hope this all makes sense. Happy to provide any more documentation needed. We think it is more the principle than anything else ... and other people who might be affected may know how to contact the BBB ... and how important you folks are.
  
  Our thanks again for responding.
  Best
  ***** ****** *** **** ******

  Customer Answer

  Date: 10/13/2023

  We have some great news relative to ID ********.   This was an issue relative to our request to have Mohawk Carpet restretch the carpet which was in our property.  It had buckled after only eight years.

  
  

  We heard from Mohawk this past Thursday and they have agreed to paid for the restretching and supervision of that work. 

  
  

  We had a direct conversation with a senior member of Mohawk and they kindly took time to explain some of the intricacies of how their process works.  The individual who chatted with us gave us some great feedback and we in turn provided some suggestions back. We had to go ahead and get this work done several weeks ago, so they will be reimbursing us.  A successful outcome all the way around.

  
  

  We wanted to let you know how grateful we were for your professionalism and the very fact that you initially responded to our request.  In our busy, (sometimes overwhelming world), it was so wonderful to get a professional response from *****, with great followup from *******.  
  

  
  

  Thank you for the work you did on our behalf. It was great to have this outcome.

  
  

  Wishing you well. Please let us know you received this response.

  
  

  Best regards

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

• Initial Complaint

  Date:09/25/2023

  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.

  We filed a claim (#*******) due to defective Mohawk flooring fading excessively and we were denied because of excessive exposure to light when there is no direct sunlight in our house and Mohawk never even sent an inspector to look in person. The claim was denied solely based on pictures I provided. In the back of the sample (of which I had saved a picture) this floor was sold with a 25 years finish warranty and as a low photosensitive. False advertising and not honoring warranty makes this company not honorable and deceiving.
  I spent 6 months being pushed around by Mohawk and it’s obvious that from the beginning they never had any intention to do the right thing.

  Business Response

  Date: 09/25/2023

  Mohawk has reviewed the claim and all updates have been sent to the retailer. The consumer will need to contact their retailer for further information regarding Mohawk's standing. 

  Customer Answer

  Date: 10/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I don't have the current contact info for ******** ********** ****** ***. The original design center is no longer in Austin, TX. First I was told by the builder ***** ******* ******* ***** **** ***** ******* ******** ***********  that they couldn't be located and that they likely were out of business. Then during the process of the claim I filed with Mohawk (since the retailer couldn't be located by me or the builder), ***** ***** who was the Senior Claim Analyst that handled my claim, did some research and supposedly got in touch with the retailer and that from that point on the retailer would start the claim. But a couple of months went by and no news from anybody. So I asked ***** if she  could share the retailer contact info with me so I could get in touch directly but all the info I was given turned out useless because nobody ever responded to my attempts to get in touch via phone and email. That's when I complained to Mohawk about it and next thing I know I receive a denial letter form Mohawk. This is the contact email I was given for ******* ********, *************************** ******************* ***** *** *******. The mailing address I saw for the first time was on the claim denial letter is: Interior Specialist Inc. ** *** ****** ****** ** *****. Please help me get in touch with the retailer if that's the next thing I have to do on my part.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 10/03/2023

  Mohawk has reviewed the consumer claim & found
  there are no deficiencies with our product.  All information regarding the
  claim, including our decision, has been provided to the consumer’s
  retailer. No further action will be taken by Mohawk at this time.

  Customer Answer

  Date: 10/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I never received any contact from the retailer, I'm not sure if any correspondence was ever exchanged between the retailer and Mohawk either. If there was then I would like to have copy of it. I never had the pleasure to receive any correspondence or contact from ******** ****** ***********. How does a claim gets denied without an inspection and without being never copied on the status of contacts between the retailer and Mohawk? I demand an inspection in person of my floors to show that the product finish is definitely defective, if after only 5 years shows fading and a whitish discoloration even in areas away from windows, that are covered by blinds 24/7 and and no direct sun light ever hits the floors. An inspection would confirm that what I am saying it's true. The estimate to replace all Mohawk floors is about $25,000, not a small loss on my end. I bought a brand new home in 2018 and I find myself to have to replace the floors that are advertised as low photosensitive and 25 years finish warranty (see pic of the specs of the sample I saved a picture of the day I went to pick the floor at the design center). The finish is defective because the color is getting whitish/greyish throughout. The use of rugs only made it more obvious. That's not what I expected from a big brand like Mohawk. I'm still asking to look again at my case and really give me a chance to show you in person. As far as the retailer goes I repeat I was never able to get in touch with them. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:09/18/2023

  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.

  Purchased Lifeproof/Petproof carpet on 08/06/2022 for $3304.29 with installation done by **** ***** ***** ***** ** ******** **.
  
  After 12 months, the carpet is destroyed from my pets from both stain and ordinary usage.
  
  I tried to file a warranty claim with Mohawk through **** ***** and they have made it an unreasonable, unfair, combative, delayed, and discriminatory process.
  
  I request that Mohawk honor their warranty and credit **** ***** the purchase price so I can fix my home.

  Business Response

  Date: 09/18/2023

  A warranty claim has been filed. Any updates on the claim will be given to the store from Mohawk Claim's Department. The dealer will be the point of contact through the claims process. The consumer will need to contact the dealer for further information regarding the claim. 

  Customer Answer

  Date: 09/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Mohawk is placing blame on the selling merchant (**** *****) for their bad product. Mohawk has demonstrated no effort to resolve this issue. Their response is unacceptable as they have deflected the issue entirely. Unethical scam company who is avoiding any amount of standing behind their warranty.

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

  Business Response

  Date: 09/19/2023

  Mohawk has reviewed this issue, and the update was sent to the retailer. The consumer will need to contact the retailer for all updates regarding this claim.