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Business Profile

Carpet Manufacturers

Mohawk Industries, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet Manufacturers.

Complaints

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

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Mohawk Industries, Inc. has 30 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/26/2022

      Type:Product Issues
      Status:
      Resolved
      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 March of 2020, we purchased Karastan carpet through a local business. The carpet was installed around May of 2020 which was installed in two floors of our home. The carpet was defective as was determined upon an examination by a rep from the flooring store. This defect was on the first floor of our home. New carpet was ordered and installed within a reasonable time frame. In March of 2021, the same defect was showing on the 2nd story carpet. It was examined again and after a longer debate, was fulfilled as a claim to replace the carpet. The approval to replace this carpet was dated April of 2022. There is still a defect in one of the 2nd story rooms and the texture and color of the 2nd story and stairs, does not match the 1st story. We inquired on making the carpet match since we should not be responsible for the events that have taken place. We were denied any resolve by Karastan. We are not happy with the appearance of our homes' carpet install and feel we have been taken advantage of because of the time line. This carpet was defective from the beginning and should be replaced completely to match. That's what we paid for. $7500.00 worth of anguish.

      Business Response

      Date: 09/06/2022

      Mohawk
      does not guarantee dye lots to match from order to order. If you feel you have
      valid concern, please provide samples (18”x18”) from each order to your
      retailer for further review.

      Business Response

      Date: 09/07/2022

      Mohawk will be more than happy to review this. If
      you feel you have valid concern, please provide samples (18”x18”) from each
      order to your retailer for further review. Mohawk will not be able to proceed unless you send the samples to your retailer. 

      Customer Answer

      Date: 09/08/2022



      Better Business Bureau:

      I will provide remnants of both levels of my home to the retailer that I purchased the carpet from.  The resolution I desire is that Mohawk matches the first level of my home to the second story level of carpet.

      I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  Provided that Mohawk corrects the mismatched carpet in my home.



      Sincerely,



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

    • Initial Complaint

      Date:08/15/2022

      Type:Product Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We had Mohawk flooring professionally installed in our home through Lowes (retailer). The flooring is advertised by Mohawk as "waterproof" however the flooring suffered gapping, warping, and delaminating during normal use. Despite working through Lowes and Mohawk customer service agents, and after filing the appropriate written notice, Mohawk has refused to honor their warranty.

      Business Response

      Date: 08/16/2022

      Based on the review of this claim, this claim will remain declined. The concerns are related to how the floor was maintained. Mohawk will not be assisting with a replacement or a refund. 

      Customer Answer

      Date: 08/17/2022



      I am rejecting this response because: The damage resulted during normal use.  I alerted Lowes and they alerted Mohawk Industries when the damage was minor.  The advanced state of decay of the floor is a result of the delay of Mohawk Industries in addressing the issue.  Delay in addressing the warranty claim and arbitrary dismissal of responsibility is the crux of the issue.

      There are multiple complaints in the review section of Lowes that are very similar to mine documenting that the flooring is not "waterproof" and that Mohawk Industries does not honor its "lifetime warranty."  In addition to a refund, I request that Mohawk Industries cease their false advertising of this product.



      Sincerely,



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

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

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