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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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:01/09/2023
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 paid for an upgrade for my carpet padding when I bought my new home from **. However this padding quality is very poor and I also had issues with the padding bubbling up underneath my carpet. I have several pieces of small cut padding under my carpet in the bedrooms. The pieces are small cut pads which should not be the case for a small bedroom. I am requesting what I paid for my padding upgrade.
Business Response
Date: 01/09/2023
Mohawk claims department has investigated this issue. The padding sample that was sent was not a Mohawk carpet pad. Please contact your retailer for further assistance.
Customer Answer
Date: 01/10/2023

Complaint: ********

I am rejecting this response because:

********* ******** claims Mohawk is the brand of my padding.

Sincerely,

****** *****
Customer Answer
Date: 01/12/2023
The amount being refunded is very minimal and not the amount paid for the padding.
Business Response
Date: 01/13/2023
Mohawk claims has rereviewed the claim and a new decision
was sent to the retailer. Please contact your retailer for the new decision.
Customer Answer
Date: 01/13/2023

Complaint: ********

I am rejecting this response because:

The amount refunded is minimal and I paid much more for the padding upgrade.

Sincerely,

****** *****
Business Response
Date: 01/17/2023
Any
additional information or concerns surrounding costs of materials will need to
be discussed with your retailer.
Initial Complaint
Date:01/09/2023
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 my flooring from Lowe’s in Vienna, WV and have dealt with Cheyanna Ruddleston. I’ve made numerous complaints to her and never get a response. As time goes on my flooring keeps getting worse. That is my reason for taking my complaint to this level. My floors need replaced or I would settle for a refund. It’s impossible to take up a piece without taking up half of our rooms. I have attached a picture of what my floors look like.
Business Response
Date: 01/09/2023
Apon further investigation, a claim has been filed with Mohawk. All claim updates were sent to Lowe's. Please contact your retailer for further assistance.
Customer Answer
Date: 01/09/2023

Complaint: ********

I am rejecting this response because: Lowes supervisor told me upon initial contact that she’s worked for Lowes for ten years and never seen a paid claim. I’ve reached out to Lowe’s in Vienna, WV numerous times and can not get a return call or email. That’s why I have filed a complaint with BBB on Lowes and Mohawk.

Sincerely,

******* **********
Business Response
Date: 01/11/2023
Mohawk has provided Lowe’s with a disposition for this claim & the claim is closed. The consumer will need to contact Lowe’s for any further questions and/or assistance.
Initial Complaint
Date:12/20/2022
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 High End Luxury Vinyl Tile, 2 months after installation the joints in several of the tiles snapped. Filed a warranty claim with the vendor and their representative stated that the baseboards were on too tightly. This was professionally installed by a very reputable flooring company. When I looked at the spare flooring boxes we have, I noticed that this product is made in China. Mohawk is selling an inferior product and marketing it as a high end product. The independent flooring company in this instance has been very helpful in attempting to get this resolved. The manufacturer has been unwilling to back their product.
Business Response
Date: 12/22/2022
This claim has been finalized
and Mohawk has provided all information pertaining to this claim to the
retailer in which the purchase was made by the consumer. Any further
questions or concerns will need to be addressed to the consumer’s
retailer. Thank you.
Initial Complaint
Date:11/14/2022
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 130 boxes of Pergo Extreme Wood Enhanced Meadows PT003-454 Luxury Vinyl Plank / LVP flooring from the Mohawk Factory Outlet on 10/19/2022. The shipment arrived on 10/24/2022 but upon inspection, they had sent me 58 boxes of the right product and 72 boxes of an inferior and utterly cheap product (basic vinyl sheets). I contacted the Mohawk Factory Outlet promptly via email (only means of communicating with them) and weeks went by before they responded. I made additional numerous attempts to contact them in between as well. I was informed that they no longer have the product I originally ordered and paid for and my options were either a full refund or exchange for another color. I immediately opted for the full exchange since they had no desired colors. I was then informed by email that the claims department would be reaching out to schedule a pickup of the shipment as well as issuing a full refund. Upon hearing this I went to my local Lowe's and purchased Pergo flooring from there since I assumed my refund would be promptly issued. Unfortunately, that hasn't been the case. It has been 10 business days since it was supposedly sent to the claims department with no updates or answers to email. I'm currently still waiting on my $6758 refund and pick up of the pallets that are occupying my garage.

All in all, it has been:
35 days (26 business) since placing my original order
25 days (17 business) since wrong product received and first attempt to get this resolved
14 days (10 business) since it was sent to claims dept to process refund and schedule pickup of product
At least 30+ email to the factory outlet and at least 10 calls to the Mohawk Consumer Affairs (which have been extremely unhelpful)

I am desperately seeking support to get my refund issued before it continues to inquire interest charges and their merchandise pickup from my home.
Business Response
Date: 11/16/2022
Mohawk has reviewed this issue and the consumer will be hearing from the Factory Outlet as soon as possible.
Initial Complaint
Date:10/24/2022
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.
After 35 years of carpet and linoleum we saw Applewood Laminate flooring at Home Depot in Hanover, PA. which looked very nice.
After getting a price plus a quote for installation, being retired and on a fixed income, after considerable thought, we decided to make the purchase of the flooring.
The first year we were very happy with the flooring. After the first year, about one third of the floor began separate in multiple areas in the living room and dining room. I had the installer come back the separating back together this lasted about 1 more year. Before separating again in the same areas. Again, I called the installer at which time he said the flooring is defected and go back where it was purchased an file a claim which I did on 1/26/2022.
On 4/28/2022 I received and answer that our claim is not valid. I was very, very disappointed with the answer.
Now, not only do we have a loor that we are very unhappy with, it is in a high traffic area of our home for any visitors to see. Being retired and on a FIXED INCOME we cannot replace the floor.
I can only hope that the Mohawk Company will reconsider their decision to not approve our claim. Looking forward to hearing from you. ***** ******, my granddaughter, is my go to person.
Business Response
Date: 10/25/2022
Mohawk has reviewed the claim and has deemed that there is no manufacturing issue. The gapping can be fixed by a Unifix tool. If new issues arise, the consumer will need to contact their retailer who filed the claim and have the retailer contact Mohawk to re-evaluate the claim.
Initial Complaint
Date:10/21/2022
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 had Mohawk flooring put in my entire house accept the bathrooms shorty after the floors started to lift at seems and parts started to chip! As soon as any water regardless of how fast I was able to clean it up it lifted! Filed a claim with pictured and my claim was denied! Spent almost $11,000 on crap!
Business Response
Date: 10/25/2022
Mohawk has reviewed the claim and has deemed that there is no manufactuing issue. The consumer can petition their own inspection for claims to re-evaluate the claim. To find a certified inspector, please visit https://www.fcits.org/find-inspector.php. The consumer will give that inspection report to their retailer who will send it to Mohawk.
Initial Complaint
Date:10/17/2022
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 Mohawk RevWood flooring from ******** ****** ****** ****) on 5/7/21 totalling $ 12,166.00. RevWood is marketed as “scratch proof and waterproof”. Order # CT27971. The laminate was installed on 5/28/21- 5/29/21. In Sept we began to notice chipping. I contacted NFD on 9/27/21 and it was determined that I was outside of my 90 day warranty with NFD and that the flooring would be now covered by the manufacturer's warranty. In Nov Ryon G***** (RG), Mohawk regional manager, came out to inspect the floor. He stated he had ‘never seen this before’ and that the floor was defective and those boards needed to be replaced. He set up a repair. 1/15/22 someone showed up from NFD to repair the floor. He was frustrated and apologized profusely that he would be unable to repair the floor for us that day as it was ‘much too big of a job’ for one person and it required ‘much more material’ than they had ordered and also required that the floor be ripped up in order to replace the damaged boards. I contacted RG and he stated that he would personally come out with the crew to show them that only the boards that need to be replaced need to be removed. 2/21/22 RG and one contractor came out to our house. RG had to show the contractor how to cut apart the floorboards with a saw in order to replace just the defective boards. The contractor from NFD was apprehensive about it and stated he was not entirely comfortable with that process but he was going to do as he was instructed. Only 2 of the areas were repaired ( these were glued down and are coming up at the edges). The other floor boards that had chips were not repaired at all, they were colored in with a wood pen. During this process, RG stated that if there were any more problems the floor would need to be replaced in its entirety and that he would take care of that process if needed. Attempts to contact RG and Mohawk Consumer Affairs have been unanswered. Our floor is still chipping
Business Response
Date: 10/25/2022
After
review of the claim documentation as well as the warranty specifications, the
scratching was caused during or after installation and the concerns are not
covered by Mohawk’s warranty. This claim is declined.
Customer Answer
Date: 10/31/2022
Date Sent: 10/26/2022 6:17:38 PM

Complaint: ********

I am rejecting this response because: This claim has NOT been finalized. Your regional sales manager has admitted that the flooring is defective and therefor the responsibility of Mohawk to address. He stated that if it continued it would need to be replaced and assured me that he would take care of the replacement. Instead, you have declined to return all calls, emails and text messages. You have openly identified that the issues with the flooring are due to defective material provided by your company and had taken responsibility for it stating that your company would be the one to resolve this issue, NOT national floors direct. Cutting out part of the boards, gluing in new ones and using a wood marker to 'repair' the defective flooring is not an acceptable solution to this problem. Additionally, you have not addressed the separate issue that there was more damage done to the flooring when the floor was being 'repaired'. This is a very disturbing way to treat a customer.

Sincerely,

******* ********
Business Response
Date: 10/31/2022
This claim has been finalized
and Mohawk has provided all information pertaining to this claim to the
retailer in which the purchase was made. Any further questions or
concerns will need to be addressed to the retailer. Thank you.
Initial Complaint
Date:10/11/2022
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 Pergo Outlast +with Spill Protect by Mohawk Industries in June, 2022 and had it installed in July, 2022. Four weeks later the floor began to chip and the top layer of the flooring looked bad. I contacted Mohawk and they instructed me to contact Home Depot where the flooring was purchased. The only offer I got from Mohawk was replacement panels. I told them this is a defective floor as my contractor confirms and I am not interested in keeping it since this has happened. My installer has completed the claim form in its entirety but they will not cooperate in allowing me to get a different floor that doesn't fall apart after four weeks! This chipping continues and I am out a lot of money for the defective product and the installation.
Business Response
Date: 10/12/2022
Mohawk has fulfilled our obligations as outlined in
our product warranty for this claim. Our disposition for this claim has
been provided to her retailer. Ms. Begleiter will need to contact her
retailer for any further questions or concerns regarding this claim.
Thank you.
Customer Answer
Date: 10/13/2022

Complaint: ********

I am rejecting this response because: I am not interested in replacing a defective floor with more defective panels as replacements.

Sincerely,

****** * **** *********
Initial Complaint
Date:09/23/2022
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.
This was an insurance claim and floor was replaced with their product. It’s color is coming off to bare wood color in the high traffic areas I told the company that o got it through and they filed the warranty claim. Mohawk keeps denying it saying it’s due to the fact I wasn’t using their Mohawk wood floor cleaner. I have used bona, which is what the installers told me to use. I have also used that on the previous floors and never experienced any issues. My previous floor was installed in 2009, this one is barely three years old, and much time has passed since I filed the claim. I feel they should honor the warranty cause if it was floor cleaner it would be everywhere and it’s not. I would never use their product again. It was not cheap and I’d appreciate them servicing their product.
Business Response
Date: 09/27/2022
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 the Consumer Affairs department. Consumer
Affairs will send the second inspection report to the Claims Department, and
they will re-open the claim to review the new information. Consumer Affairs’
contact information is listed with this response. 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: https://www.fcits.org/find-inspector.php
Initial Complaint
Date:08/29/2022
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 new build home in Oct 2020. Had issue with flooring on 1st floor since day 1. Builder (H and H homes) and Mohawk rep (Matt Vaz) came in and tried to repair. Entire floor makes clicking and snapping noise as walked on. Was notified today that Mohawk will not repair even though their representative were here and made problem worse. Demand mohawk either replace flooring or pay to have replaced.
Business Response
Date: 08/29/2022
Mohawk has re-evaluated your claim that was filed. Per the claim, there is no manufacturing defects. If you are not satisfied with the claim outcome, you can petition your own inspection. To find an inspector in your arear, please visit FCITS.org. Once that inspection is done, you will give that report to your retailer who will send that to Mohawk Claims.
Customer Answer
Date: 09/01/2022
Date Sent: 8/31/2022 11:37:18 PM

Complaint: ********

I am rejecting this response because it's NOT a squeaking noise, its loud snapping and NO report could have been filed because NO ONE from Mohawk or builders wholesale flooring has been here to inspect. So if they have a report submitted to them it has been fraudulently submitted to them. Send me report as I have emails showing multiple cancellations on their end for inspection.

Sincerely,

***** *******
Business Response
Date: 09/09/2022
Mohawk
warranties do not cover noises thus, Mohawk will not authorize an inspection.
The consumer does have the right to commission a 3rd party,
certified, flooring inspector at their own expense if they choose however,
again, the issue they are reporting is not a warranted item.

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