Business Profile

Carpet Manufacturers

Mohawk Industries, Inc.

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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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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:09/12/2023
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.
Within 6 months of having my flooring installed, there began to be defects in the product. What was sold to me was a waterproof laminate flooring, with a lifetime guarantee. After reaching out to ***** about the problem, and waiting 7 months for a decision, the claim was denied. 3 groups of people came and took photos, but None were ever included in the claim from what I understand. I used a damp ******* to spot clean, but was told you are not supposed to get the waterproof flooring wet? Seems like an implied warranty....however Mohawk says no? After several attempts to speak with the company, nobody would respond to me.
Business Response
Date: 09/12/2023
If a consumer is unhappy with the results of a claim, the next step is to have their own inspection performed. Once the inspection has been performed, the consumer can submit the report to their retailer. The retailer will send the report to the Claims Department, and
they will review the information. Once a 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: **************************************** Per the care and maintenance guide: For general cleaning, use a dust mop or vacuum with the correct hard surface attachment of your vacuum cleaner. For heavier cleaning, occasionally wet mop with water only, using a well wrung out mop.
DO NOT pour liquid directly on floor or use an excessively wet mop that will puddle or leave moisture standing on the floor. Occasional wet mopping is permitted for ***** Portfolio + WetProtect only. If needed, use a solution of 1 cup of vinegar per gallon of water OR 1/3 cup non-sudsing ammonia per gallon of water. DO NOT use detergents, abrasive cleaners, soaps, waxes or polishes. There is never a need to wax or refinish your ***** Portfolio + WetProtect floor. DO NOT use rotating beater bars, floor scrubbers, steamers, jet mops, buffers or similar products.
Initial Complaint
Date:08/11/2023
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.
Purchased 55 Boxes of Defense+ Classic Weathered Pine 20 MIL x 7.5 in. W x 48 in. L Click Lock Waterproof Vinyl Plank Flooring (17 sqft/case) on January 20th 2023. give the floors more than one month of acclamation. Floors were installed in the beginning of March 2023.
No matter how many times it gets vacuumed and mopped, It always ends up, leaving our feet and socks black. And it is not dirt whatever stain or Ink. they use for these floors is coming up. I must have gotten a defective pallet, possibly without a sealer on it. My daughter is almost 2 years old and she runs around the floors for no more than 15 minutes and her feet ends up black as does mine and my wife’s. I have cleaned, vacuumed and mopped the floors as per their standards 1/3 cup of vinegar to 1 gallon of water and it does not work. Mohawk did absolutely nothing to remedy the situation. They sent an inspector who literally walked into my house, asked two questions sprayed something on the floor in the corner of the room, wiped it up with the white rag and then left, and that is it. STAY AWAY. My brother is a huge contractor in Manhattan, works on renovating buildings with hundreds of apartments per job and has never seen anything like these floors before. He solely used this company‘s products until now. After seeing that mohawk does not honor their flooring warranties, he, and as well as some other of his contracting friends are not using them anymore going forward. So good job Mohawk, you have lost
6-7 figures of business per year because of your incompetency and business practices, or lack thereof
Business Response
Date: 08/11/2023
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: 08/11/2023

Complaint: ********

I am rejecting this response because:
I should not have to pay for an inspection, because the inspector that you sent was incompetent.

Sincerely,

******* ******
Business Response
Date: 08/14/2023
Mohawk has reviewed the matter and is standing with the decision, that there is no manufacturing issue. The consumer can petition their own inspector. If that inspector finds anything different, the consumer will send that report to their dealer. Mohawk will take no further action as this time.
Initial Complaint
Date:08/09/2023
Type:Delivery 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.
The company shipped the wrong product and will not accept an exchange because the boxes (not the product) were damaged by water. We simply want an even exchange for what we originally ordered. We are a contractor hired to replace a floor by a franchise children's school
Business Response
Date: 08/09/2023
Mohawk would need full retailer
information, product name, proof of purchase, and any other information that would
help us research this issue. Mohawk does not sell direct to the public. The consumer will need
to provide more information or contact their retailer for assistance in this matter.
Business Response
Date: 08/21/2023
Mohawk is still investigating the issue. We have reached out to the dealer for assistance in this matter. Once a resolution is reached the consumer will be contacted by the dealer. If the consumer has not heard from the dealer, the consumer will then need to contact the dealer.
Customer Answer
Date: 08/21/2023

Complaint: ********

I am rejecting this response because: I have contacted the dealer and placed another order because we have to have the correct color immediately. I still need restitution for the original order which was incorrectly executed by Mohawk

Sincerely,

**** ******
Business Response
Date: 08/28/2023
Mohawk has reached out to the
retailer and advised them of this issue. The consumer will need to contact their retailer regarding this matter.
Customer Answer
Date: 08/28/2023

Complaint: ********

I am rejecting this response because: I reached out to the retailer. They placed the correct order but Mohawk incorrectly fulfilled it. Mohawk should compensate me for their error which has cost me $4,000

Sincerely,

**** ******
Initial Complaint
Date:08/08/2023
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.
I purchased the Mohawk ******* flooring product with a lifetime warranty for wear protection, general stain, fade resistance, manufacturing defects . The product was installed by an Mohawk authorized company. In less than 24 months the floors need replacing due to the marks and discoloration. The product was installed in my home and with only 2 occupants (no pets) the floors get less than light duty for wear and tear. Yet a product marketed as "light commercial use" is beyond help. The marks , scratches and scuffs will not come out and make the home look terrible. I paid a premium price for a product advertised to exceed basic homeowner flooring needs. This product has failed . I paid $6735.83. I would like the product replaced or a refund from the lifetime warranty. The layer containing the color and protection did not hold up. The conditions of the home did not contribute to this product failure.
"
Business Response
Date: 08/09/2023
Mohawk has reviewed the claim and the decision will remain the same. There is no manufacturing defects. Per the warranty, “Scratching during
and after installation is not covered by these limited warranties.”
Customer Answer
Date: 08/09/2023

Complaint: ********

I am rejecting this response because: This is a defect in the top layer of the product. No flooring is design to react this way with such light traffic and minimum use. I purchased 1000 square feet of ***** and 1000 square feet of *******. I understand Mohawk makes both products. Both are on the 1st floor of the home and see the same light traffic and the same environment (cleaning, temp,etc). The ******* is looking too bad to keep. The ******* was marketed as a superior product suitable for light commercial use with a premium price for a lifetime warranty on the layer of flooring that protects against color fading and product defects. This product fails in each of these areas in just over a year. The product does not meet the advertised function and Mohawk refuses to honor the lifetime warranty. I reject the company response and suspect it is known within the company culture this product is defective and falls short of the advertisement of superior performance and engineering. The warranty is intentionally ignored and complaints are ran around in circles. Consumer advocates and Attorney General offices should be aware of the gap between the performance and the advertisement of this product. The warranty does not seem to influence the situation after the sale, but comes in handy for marketing, advertisement and paperwork.

Sincerely,

**** *****
Business Response
Date: 08/10/2023
If the consumer is not satisfied with the claim decision, the consumer has the right to hire their own inspector. If the inspector deems there is a manufacturing issue, the consumer will submit that report to their dealer, who will intern submit to Mohawk. To find an inspector please visit ****************************************. Mohawk is standing behind the claim decision as there is no manufacturing issue and scratches are not covered under the warranty. No further action will be taken.
Customer Answer
Date: 08/11/2023

Complaint: ********

I am rejecting this response because: Mohawk has a lifetime warranty on the product. I qualify for the warranty. I reject the excuses being made to not honor the warranty. The product is defective.

Sincerely,

**** *****
Initial Complaint
Date:07/28/2023
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.
********** ******* ***** carpeting by Mohawk Purchased from **** *****, Downingtown Pa in April, 2022 and installed in June, 2022 / Order ID# ************. I am a 73 year old woman who lives alone so there is very little traffic in my living room; however the area in front of where I sit began to show wear and black and dirty looking within the first eight months. I contacted **** ***** and was told to have it professionally steam cleaned ($150) and submit before and after photos of the spot. I did this but Mohawk did not do anything. I complained and they sent out a representative to examine it and they said they were not doing anything because it is "...where the consumer sits and rubs their feet" and the stain can be cleaned. First of all, I already had it cleaned and second, what kind of supposedly good carpeting wears like that with just one person in the house in that short of time?
Of course they said that if I'm not happy with their outcome I can HIRE a certified inspector to see what they say. I cannot afford to put anymore money into carpeting that I thought I could enjoy for years to come; not for less that one year.
Business Response
Date: 08/02/2023
Mohawk has provided a revision regarding the consumer's claim to the dealer. The consumer will need to contact the dealer for further information regarding the claim outcome.
Initial Complaint
Date:07/21/2023
Type:Order 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 built our house in August 2021 in Bridgecreek community, Cypress with **************. We paid approximately $15,000 for the installation of Mohawk solid tech perfect manner LVP. Since moving in, I have reported an issue with the wood floor - several boards have edge curling up or are damaged. ********** is the company that installed the flooring. After reporting the problem multiple times, they attempted to send someone for touch-ups, but these boards are defective, and applying putty to the edges didn't resolve the issue. Each time they sent workers to repair the boards, they claimed they could not fix them and insisted that the boards needed replacement. Unfortunately, **********, the company they contacted for replacements, has been unable to find the boards as they are discontinued. Now, it has been two years, and the floor issue remains unresolved. I brought this matter to ****** ********, but nobody has been willing to help resolve the problem. The flooring was an expensive upgrade, and ****** ******** has not shown any concern in finding a solution with **********. Their inability to find the boards does not solve the issue. I urgently need attention to resolve this problem, either by locating the right boards through ********** or exploring the option of changing the entire flooring with new boards. Both the builder and installer have dragged out this issue for two years and now claim they cannot do anything. I feel it's entirely unfair, as the floor issue is covered under warranty. I noticed that about 40 boards had edges curling up in the first week, even before we moved in with furniture. This is clearly not a result of wear and tear. Instead, they have been making excuses and prolonging the resolution process without actually fixing the floor issue. The fact that Mohawk LVP has a warranty makes it even more disappointing, as we paid for this flooring as a level 4 upgrade and invested a substantial amount of money and time. It has been a total waste of both money and time.
Business Response
Date: 07/24/2023
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:06/27/2023
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.
Carpet that’s not even 5 months old and $2400.00 for one room has so many issues and Mohawk carpet has the nerve to deny my claim! This is unacceptable and unconscionable!Why could a consumer pay $2400.00 and then tear apart carpet for no reason! Are they crazy! This looks like not only a BBB claim but a social media platform (******* ********* ********* *** ********. Additionally, with the “factual” information this is also a case for the Texas Attorney General’s office and small claims court. Unbelievable.
Business Response
Date: 06/29/2023
Mohawk claims has re-reviewed the claim and a new
decision was sent to the retailer. Please have the consumer contact their retailer for updates on this claim.
Initial Complaint
Date:06/05/2023
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.
April 2023 I noticed the small, light grey marks on the carpeted step risers had increased, ****** ************* came out April 10 to inspect, identify and schedule a cleaning. They were unable to identify or remove the marks and were going to consult with other professionals. That happened and I was told that their consultant could not figure out what the issue was. So I contacted Mohawk Industries to have someone look at the carpet and recommend a plan. Mohawk said they needed me to contact the company who sold the product, have them file a claim and only then could they address the questions, even though this was not a "claim". I did what they requested and was subsequently denied. Reason given was that since I had not followed the warranty, Mohawk would not have their local rep inspect and give an opinion.I called Mohawk again and was instructed to have the seller repeat sending in the request (2nd) and have the the professional fabric cleaners and restorers add their findings. Please note I purchased this exact carpet three times.Twice in another home and the living situation is similar. We have NEVER had this issue.What is happening to this carpet?Is it dangerous?I expect I have to replace it, but what is the cause?This is not a warranty issue, IMO.I need information.This is their Karastan wool carpet.The wool carpet has almost no traffic.It is a guest area. We have very few guests. Any human going upstairs where the carpet is wears socks or booties.It is vacuumed weekly. Whatever is showing on the carpet has not been identified.Now it is extending on the parameters.This quote is from the fabric cleaning and restoration company: "Upon testing an area, they were not getting any results and pulled back an area on one stair to observe the back of the carpet and there was not any soiling/discoloration occurring on the back at all, only on the surface of the carpet."
Business Response
Date: 06/08/2023
Mohawk has reviewed the consumer claim & found
there are no deficiencies in our product. All information regarding the
claim has been provided to the consumer’s retailer. No further
action will be taken by Mohawk at this time.
Customer Answer
Date: 06/14/2023

Complaint: ********

I am rejecting this response because: The business is not addressing my request. This has never been a "claim", but a request for help and information using the procedure required from Mohawk to access help.

Sincerely,

******** ****
Business Response
Date: 06/14/2023
A claim was filed and declined due to no manufacturing defect with the carpet. All information regarding the claim has been provided
to the consumer’s retailer. No further action will be taken by
Mohawk at this time.
Initial Complaint
Date:04/25/2023
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.
It appears that the padding was slipped/pulled back from carpet edge leaving a distinct line/definition in the carpet surface between where the padding has slipped/moved and not the carpet.
Business Response
Date: 05/01/2023
Mohawk Claims has re-reviewed the claim and has sent the dealer the update on the claim. The Consumer will need to contact their retailer for the outcome.
Initial Complaint
Date:04/18/2023
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.
We purchased ***** Portfolio Wetprotect Technology Waterproof laminate flooring from ****** on two occasions in 2020 and 2021 to cover over 2,300 sq. ft. of our primary residence. The first purchase has shown no issues. However, in January 2023, the second purchase began to swell at the seams in a contiguous area about 5 x 10 feet, perhaps 20-25 planks. This specific area is located in the family room, not a wet area and nothing has been spilled in this location.
We contacted ****** for warranty replacement. ******, in turn, contacted Mohawk, who asked what we used to clean the floors. Answer: ******* and a spray cleaner (****) specific for laminated floors. We waited more than two months for a response, we submitted our claim in January 2023. After calling ****** multiple times - Mohawk will not speak directly with customers and finally on April 4th they sent an email to ****** which was forwarded to us stating the following:
"After review, we are unable to proceed with the claim. The concern is moisture related and improper cleaning."
How Mohawk arrived at this conclusion without a physical inspection is beyond comprehension. This is the only spot in the house where this occurs. We have the same flooring at the kitchen sink and dishwasher without incident. We requested that they send someone to inspect the flooring and they refused. There is no logic behind this decision except to evade a justified warrant claim. I feel that Mohawk is discriminating against us because of our name unless they are a company that does not want to make good on their warranties.
Business Response
Date: 04/24/2023
Mohawk has reviewed the claim and has determined that there is no manufacturing related issue. The cause of the issue is improper care and maintenance. Per the care and maintenance: If needed, use a solution of 1 cup of vinegar per gallon of water OR 1/3 cup non-sudsing ammonia per gallon of water. DO NOT use detergents, abrasive cleaners, soaps, waxes or polishes. There is never a need to wax or refinish your ***** floor. DO NOT use rotating beater bars, floor scrubbers, steamers, jet mops, buffers or similar products.
Customer Answer
Date: 04/24/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

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

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