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

  180 Church St Torrington, CT 06790-5225

• 

  Mohawk Industries, Inc.

  2869 Mokumoa St Honolulu, HI 96819-4402

• 

  Mohawk Industries

  790 Vista Park Dr Pittsburgh, PA 15205-1214

• 

  Mohawk Industries Inc

  3284 Denton Rd Thomasville, NC 27360-6166

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:04/18/2023

  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.

  Ordered Mohawk ******** ****** (color) laminate flooring
  from ******** ******, Dalton, GA. 74 ctns $5101.54. Received March 9. Product arrived in generic box with no name or color tag. Upon opening a box, it was evident the color was not correct. Researched the sku number on the box and found it is ******* ****** Plank, not Mohawk ******** ******. We requested to return the ******* material, but Mohawk wants to charge 25% restocking fee + $500 shipping cost.
  I submitted samples to Mohawk to show them the color difference, but they say the color is correct (photo attached). My designer has rejected the product due to color difference and a local flooring store rep has stated it is not correct.
  I want to return the ******* material and not be charged the restocking and shipping fees. ******* *****

  Business Response

  Date: 04/26/2023

  Mohawk has re-reviewed the complaint and has sent the retailer an update. The consumer will need to contact their retailer for the update and further assistance. 

• Initial Complaint

  Date:04/05/2023

  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.

  New Mohawk Industries carpet was installed throughout the ******* residence of ***** ***** ****** ***** ******** ** ***** in May of 2022.
  
  In October 2022, when furniture was rearranged in the living room, it was discovered that a substantial carpet color difference exists at the location where there is a joint. The carpet installer came out in November 2022 and agreed that there is a substantial color mismatch at the joint.
  
  Mohawk Industries sent an inspector out on February 7, 2023 for a review of the issue. The inspector came on a very dark and rainy day, and requested the lights in the room be turned off as he worked. Upon learning in early March 2023 my claim for the carpet color difference had been declined, I obtained a copy of his report. His report is attached – Carpet Claim *********. I found the inspectors photos to be of very poor quality and do not agree with his assessment. At this point, I submitted photos of my own to Mohawk Industries, they are attached as Mohawk carpet color difference 1 and 2.
  Today, April 4, 2023, I received the response from Mohawk Industries, it is attached as, Mohawk response to claim *********. They again denied my color difference claim. I’ve highlighted a portion of their response that is not accurate. The whole vacuumed area in my photos covers well outside of the seam and it is all vacuumed in the same direction! The color difference is that bad! I do not think the inspector took a photo from this view.
  
  Resolution to the carpet color difference will require replacement on the living room carpet, approximately a 15’ x 17’ area.
  
  Thank you, ***** *******

  Business Response

  Date: 04/14/2023

  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. The consumer will need to contact their retailer for further assistance. 
  

  Customer Answer

  Date: 04/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Mohawk supplied carpet to my residence that is two different colors where it meets at a joint.  The inspector they hired gave a completely false and inaccurate report of the situation
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 04/24/2023

  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. 

  Customer Answer

  Date: 04/30/2023

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

• Initial Complaint

  Date:04/05/2023

  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.

  In December a local flooring company installed Mohawk carpet style: soft distinction II . Within three days fibers were coming out of the carpet . An area 1-1/2 inches in diameter all the fiber came out . I complained to the local flooring company that installed the carpet. They contacted Mohawk made a claim. Claim number: R-8304741 . A certified flooring inspector inspected carpet about a month later . He noted ; bare spots can occur due to low turf bind . A sample was sent to Mohawk Industries . A **** ******** ( claims analyst ) says there is nothing wrong with the carpet. If that is the case why do I have a bald spot the size of a quarter in the living room floor and be able to pull fibers from the carpet without out any resistance all over the house. I would like to have the carpet replaced with good quality carpet of my choosing .

  Business Response

  Date: 04/10/2023

  Mohawk claims has re-evaluated the claim and a new outcome has been sent to the retailer. The consumer will need to contact their retailer for the update on the claim. 

  Customer Answer

  Date: 04/20/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/23/2023

  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 mohawk carpet from home depot. guaranteed 'dog proof' for 25 years. I had the carpet professionally cleaned after a year to maintain warranty as advised by home depot. Cleaned up beautifully. Next time a 'stain' appeared i attempted to clean it as i had prior to cleaning. wash rag, cold water...the stain didn't budge. The stains were a rosy pink and came from my dogs' saliva as they slept. I informed home depot and they contacted mohawk, who after submitting extensive information and photos determined that their warranty for 'dog proof' only covered urine, feces, vomit NOT SALIVA and they refused the claim. Ridiculous avoidance of their promise. What do they think is in vomit?

  Business Response

  Date: 03/27/2023

  Hello, 
  
  Please be advised that we are addressing this concern from the consumer and will reach out to **** ***** with further information on the claim for the consumer's claim. 
  
  Thank you,
  
  **** ******
  Claims Analyst II
  Mohawk Flooring Ind. 

• Initial Complaint

  Date:02/23/2023

  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 June 2018, ******* installed the LVT plank flooring throughout approximately 700 sq ft of our house. Everything seemed great until about 3 years after installation we really started noticing significant gaps. In November 2022, I contacted ******* to file a complaint with Mohawk since the gaps are now everywhere and are so big I am noticing dirt, food, etc. getting in them making it hard to clean. You can even feel the gaps when you walk bare feet on the floor. When the inspector called to set up an appointment he informed me over the phone that my floors were most likely unlevel without even seeing them. On December 6, 2022, the inspector came to my house and after a few minutes of us talking, it was clear this so-called expert didn’t know the difference between the glue and click flooring because he had to ask me which one it was. Also, he didn’t measure the installed planks to see if they shrank or compare them to an uninstalled plank I had. He didn’t test the adhesiveness of the glue which I have learned is important. He was too busy messing with a floor laser. And of course after the inspection was over, the only issue found in the report was unlevel floors. However, ******* and myself have both compared and measured a new plank to a glued down plank and it is noticeably shorter, which suggests shrinking over time. I contacted Mohawk after I received my decline letter and inspection report to ask what my next step was if I didn’t agree with the report. They told me to hire my own flooring inspector then submit their report and Mohawk would review it. After contacting a few inspectors of my own I found out that most likely my issue is not due to unlevel floors. However, a new inspection will cost me hundreds of dollars on top of the thousands I have already spent just for Mohawk to have the final say. Overall I believe I purchased a defective product and instead of Mohawk making up new standards to screw us consumers they need to remedy the problem.

  Business Response

  Date: 02/27/2023

  Mohawk has reviewed the claim and has found no manufacturing
  defects. If the consumer is not satisfied with the claim outcome, the consumer
  can petition their own inspection for review. To find a certified
  inspector please go to **********

  Customer Answer

  Date: 02/27/2023

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

• Initial Complaint

  Date:02/21/2023

  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 August 2018, flooring was purchased from ***** and installed with a Limited Lifetime Warranty. On 8/22/22 we called ***** **** ****** due to the floors bubbling.
  After MONTHS of going back and forth with ***** and ***** **** a claim was finally started by *****. Whether on purpose or by accident due to their incompetent employees, they submitted the claim stating my father spilled 3 gallons instead of 3 OUNCES of liquid.
  They denied the claim, without even sending a rep to come see the floor, stating it was not meant to have 3 gallons of liquid dropped on it.
  We had ***** correct the complaint to which they denied it again, still without sending a rep to see it, basically insinuating that we are lying about the amount of liquid spilled.
  We never lied, it was a gross error on the part of the ***** employee and I feel they are hiding behind that to get out of fulfilling their part of the contract outlined in the warranty.
  My father has detailed notes of his discussions with ***** over this issue if you need them.
  Please help us.

  Business Response

  Date: 03/02/2023

  Our Claims Department has reviewed the customer’s claim and
  has communicated a new decision to their retailer. Please have the customer
  contact their dealer for more information.
  

• Initial Complaint

  Date:02/14/2023

  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.

  ***** in Vallejo CA recently delivered my order for 19 boxes of ******/Mohawk flooring (“QuickStep Studio + Spill Repel Vailmont Chestnut 10-mm”). The labels on all the boxes stated that they contained the above flooring. But, when I opened the boxes, I discovered that 15 of the 19 boxes contained a different type of flooring (different color and different pattern). I called Mohawk Industries and spoke, first, with a general customer service agent, and then with a "***** specialist" Both of them refused to remedy the situation ("passing the buck" to *****). When I questioned the second agent about the enormity of the error, she replied, "Everyone makes mistakes"!! I have little doubt that the wrong flooring was placed in many more boxes than the 15 boxes that I received. This probably happened to dozens, or even hundreds of boxes of flooring. This degree of incompetence is inexcusable. ***** will be ordering 15 replacement boxes of ******'s Vailmont Chestnut laminate flooring for me. I request that Mohawk Industries checks the contents of each box, before shipping them, to make sure that each box contains the correct flooring (regardless of what the label states). I have attached a picture of the two types of flooring that were delivered to me, so that Mohawk Industries can tell them apart. In the picture, the flooring piece on the left is the correct color/pattern (Vailmont Chestnut). The flooring piece on the right is the wrong color/pattern).

  Business Response

  Date: 02/20/2023

  Mohawk has contacted
  ****’s and both parties are aware of the issue. Mohawk has yet to receive a
  claim from ****’s, but once the claim has been received; both parties will be
  working together to get the issue resolved to the satisfaction of the customer.
  The customer should contact ****’s with any questions or concerns. 

• Initial Complaint

  Date:02/14/2023

  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 November2020 we purchased laminate at ****'s in Lincolnton for our two bedrooms and living room. They installed it the next week. We paid $2540.56 for the flooring and $1656.16 for the installation. This flooring is ***** ****** *******. It's advertised to be water proof and on the box it says wet protection technology and locks out water. Also it is guaranteed for life. During the summer of 2022 we noticed the seams were starting to buckle. They were getting worse and worse so we contacted ****s and they sent a complaint to Mohawk. Mohawk sent a denial because we mopped the floor with some *** ***** in the water. They said this floor was dirt resistant and required little cleaning. For heavier cleaning I was to use a damp mop, not water. This is the complete opposite of what the warranty says. We would like to have a full refund so we can replace this floor. We don't know if the installers didn't leave any space at the wall for expansion or if this is a bad laminate. Please help us. So disappointed!!!

  Business Response

  Date: 02/14/2023

  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. Per the care and maintenance guide: DO NOT use detergents, abrasive cleaners, soaps, waxes or polishes. The flooring must be maintained in accordance with ***** care and maintenance instructions. Damage resulting from excessively wet maintenance or from using detergents, abrasive cleaners, soaps, waxes or polishes is not covered by this limited warranty.

  Customer Answer

  Date: 02/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This product has a warranty against water damage.
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:01/30/2023

  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 was shopping for a floor in 12/2014, it was for a kitchen and high traffic floor. The Sales associate **** ********* flooring specialist at my local **** ***** ** ************ showed me a floor he said was strong and even dropped a knife point down 5ft off the floor on it and said it is backed by a 25 Year Warranty, I thought that was the floor. The order was processed thru ** ********** **** **** *****, The first several years we had several chips not a big deal, then we are started to get more and chips in the floor. I had no flood or heavy objects dropped on it. I said something to **** ***** about it and they said the floor is discontinued so I couldn't replace the damage pieces. They said send pictures of the chipped floor and I did, My pictures was then sent to Mohawk Flooring from **** ***** and denied my claim *** ******** from consumer affairs if I'm not satisfied with the out come (which I'am not), I would have to get a certified inspection at my own expense. We have been going back and forth on this on the last year, I don't understand why they can't stand by their warranty for a floor appearance When a sales associate drops a knife point down 5ft off the floor and no chip and they said don't cover chips. If you nedd more info let ,e know as I do have for pictures and email correspondence, as I know its limited files to upload.

  Business Response

  Date: 01/30/2023

  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.  Mohawk has also
  advised the consumer directly of other options they have if they wish to further
  pursue their claim with their retailer.  No further action will be taken
  by Mohawk at this time.

• Initial Complaint

  Date:01/10/2023

  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.

  I purchased some floors at the ***** *** ****r at the ******** ***** location and my contractor returned them immediately because the floors I purchased was simply terrible! Now, they are refusing to give my money back!!! I need my money back!

  Business Response

  Date: 01/13/2023

  We have no record of such a complaint. The customer must work with the
  company they purchased the product from and if it was a Mohawk product, that
  retailer should file a claim with Mohawk.