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Initial Complaint
11/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchase made for carpet and pad from ***** in Gaylord, MI. on 5/21/24. Delivered on 5/27/24 and installed by licensed carpet contractor on 5/30/24./ 3 months later started noticing unusual wear in front of coffee table. Contacted ***** and their carpet rep started claim with Mohawk on in October 2024. ***** went back and forth with Mohawk carpet rep over several weeks and they finally asked for 18 inch by 18 inch sample which I didn't have short of tearing it out of my living room. All small remnants after installation were unusable and tossed. Mohawks final decision was carpet was wearing due to feet shuffle which is absurd. Purchased sign indicates 5 year warranty on abrasion anyway. Attaching receipt for $839.77 from *****. Purchase 33 linear ft for living room and bedroom - style code ******* - color code *******. Have installers information and all receipts. Please he!p me with this issue. I have asked Mohawk to send a rep to look at it and they refused.
Business response
11/25/2024
Mohawk has received the BBB and will be further investigating the issue. All updates on this claim will be sent directly to the retailer. The consumer will need to contact their retailer for further information as the retailer is the point of contact for the consumer.
Customer response
11/25/2024

Complaint: ********

I am rejecting this response because: I do not want the case closed in 10 days if Mohawk does not contact Gaylord MI ***** within that 10 day period period with a resolution. I have contacted the Manager at Gaylord *****, ***** *********, to let her know Mohawk will be contacting them regarding my complaint # ******** within the period allowed so you do not close the complaint #. I did this as in this email Mohawk said I had to deal with the retailer.

Sincerely,

******* *******
Business response
11/26/2024
Mohawk has received the rejection. The consumer will need to address all concerns to their retailer for assistance. The retailer is the point of contact for the consumer as the consumer purchased directly form the retailer and not Mohawk.
Customer response
11/27/2024

Complaint: ********

I am rejecting this response because: I have contacted the retailer, *****, and they keep referring me back to Mohawk customer service. Mohawk Customer service keeps referring me back to the retailer. I have tried to resolve this issue for 2 months and keep getting the run arohnd.

Sincerely,

******* *******
Customer response
11/27/2024
Attaching ***** store notes from Gaylord Mi. that prove I have been dealing with retailer and they refer me back to a Mohawk customer service.
Thank you - ******* *******
Initial Complaint
11/04/2024
Complaint Type:
Product Issues
Status:
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.
I bought flooring and all of it’s coming up. They had a specialist come out and they still refuse to pay for it. Their customer service is absolutely rude! They refused to help me. We had to nail the flooring down cause it’s all coming up.
Business response
11/14/2024
Mohawk has received your BBB. If the consumer is not satisfied with the claim outcome, the consumer will need to contact their retailer and have them dispute the claim with Mohawk. The consumer can also hire an independent inspector by going to *********. If that inspector finds anything different, that report will need to be given to the retailer who will then send that to Mohawk's Warranty Department. Any further action or information on the claim will need to be directed to the retailer. The retailer is the point of contact.
Initial Complaint
10/30/2024
Complaint Type:
Product Issues
Status:
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.
We purchased Mohowak ******** flooring in Nov 2023 for a remodel project. The flooring was held at the retailer's store and installed in July 2024. Upon installation we noticed the floor had chips in the corners and the planks did not come together well (some ends were popped up). Initially we thought it was an installation error. We reached out to the retailer; they filed a claim with Mohawk. Mohawk approved the claim (sight unseen); we had a new installer lay the same product (********). At that time we were not advised that Mohawk was having any issues with this particular product nor were we advised to select a new Mohawk line. Unfortunately, we had the same issues again. It was determined by our retailer that it was a product defect. The retailer spoke with a Mokawk representative and informed us that Mohawk was having issues with this product -- Mohawk was planning to pull it from the market to reconfigure it. Had we known this information at the point of the initial claim we would have selected a different product. I am frustrated that Mohawk had a product with a known issue, but allowed us to lay the same floor a second time. The second claim was approved; for the third install, we opted for a different brand. Had Mohawk been honest and upfront about the issues with the ******** product after our initial claim, we would not have selected the same product. Since Mohawk was not upfront, our project was significantly delayed, we incurred additional costs/headaches and had to make confessions we otherwise would not have had to make (e.g. due to thinner floor we had to replace toilet flanges and there is a gap under island trim). Overall, I am disappointed that the ******** flooring was a faulty product, but that can happen (and is the reason there is a claim process). My bigger issue, and the reason I am writing, is because Mohawk seemed to know they had a faulty product and allowed us to lay the same, poor product again. To me that is unethical.
Business response
11/14/2024
Mohawk has received your BBB. A decision and rectification regarding this claim have already been sent to the retailer. This has been taken care of. The consumer will need to contact the retailer for further information since the retailer is their point of contact.
Initial Complaint
10/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On June 19, 2023, we had 157 square yards of Mohawk Flooring ******** 100% New Zealand Wool carpet installed in our home for $12,062 by ******** ****** ***** ******* ****. We are elderly retired people with no one else living in the home. We had a new vacuum and properly used it regularly, however, within a few weeks of installation we noticed unusual signs of wear in front of our couch. On or about August 29, 2024 we completed an online form and made a warranty claim to Mohawk Flooring. On August 29, 2024, we received an email reply from ******** *****, Technical Services ************* **********), along with copy of the ******** Warranty. Ms. ***** told us to “contact the retailer where the carpet was purchased.” We went and saw ***** *****, Customer Care Specialist at ******** ****** **** who sent Installation Manager ** **** to our home on September 19, 2024 to inspect the carpet. Mr. **** easily identified the problematic area, took several photographs, looked at our vacuum cleaner, and said a claim would be filed with Mohawk. On September 30, 2024, we received a phone call from Mr. ***** who stated Mohawk said the wear of our carpet is a “pivot point” and denied our claim. We’ve read the warranty sent by Ms. *****. We see the carpet has a 10-year abrasive wear warranty, 10-year limited texture retention warranty and a lifetime warranty on manufacturing defects. What we do not see are the words “pivot point” in the warranty. This was an expensive carpet and wear signs at less than two months is not acceptable. We expect Mohawk to honor their warranty and replace the carpet in the living room with no additional cost from us.
Business response
10/04/2024
Mohawk has received your BBB. If the consumer is not satisfied with the claim outcome, the consumer will need to contact their retailer and have them dispute the claim with Mohawk. The consumer can also hire an independent inspector by going to *********. If that inspector finds anything different, that report will need to be given to the retailer who will then send that to Mohawk claims. Any further action or Infromation on the claim, will need to be directed to the retailer, who is the point of contact.
Customer response
10/08/2024

Complaint: ********

We are rejecting this response because:
A 2 month old expensive carpet should not be showing sign of wear like our carpet is showing.
I've spoken to a ***** inspector. He said the issue is probably not a manufacturing defect, but may be a performance issue. The inspector is leaving today to travel out of state and will not return for a week.
We are incliined to engage his services, however, before we spend more money (on an inspector) than we already have paid for carpet, we want to know what action Mohawk will take if the inspector finds that the carpet is not performing properly.
Will Mowak honor the inspector's report if he finds that the carpet is not performing as it should and replace it?
Sincerely,
****** *****
Business response
10/11/2024
Mohawk will review a Certified Inspector's report once a claim has been filed.
The consumer will need to contact their retailer and have the claim filed with Mohawk.
Customer response
10/21/2024

Complaint: ********

I am rejecting this response because:
We received an email from ******** ****** **** with an attached letter from Mohawk Carpet Corporation (uploaded hereon), dated 09/26/2024 and referencing claim *******.
The Mohawk letter said that the damaged area was “maintenance related” and gave guidance on setting vacuum cleaner height. Not only did we buy our current vacuum for the new Mohawk ******** 100% wool carpet and we have the height properly set for the carpet, it is rather comical to think that 6 to 8 square feet out of 51.33 yards was improperly “maintained”. The damaged area is close to the middle of the room and several feet from adjoining wood floors. To improperly maintain the 6 to 8 square feet in the middle of a room, we would have to pick the vacuum up and carry to the damaged area and only vacuum the damaged area.
On 10/18/2024, I received a text from a ***** Master Inspector who holds 20 certifications (N**** ********* ******** ******** ****** ****** ****** ****** ********* ***** ***** ********** *** **** *****) He is also a FCI Master Installer and has over 40 years’ experience in the flooring business. The inspector will return from out of state on October 22 and contact me to set an appointment to come to our home.
After the Master Inspector investigates the claim and produces a report, the report will be made available to ******** ****** ***** Mohawk Carpet Corporation and the Better Business Bureau.
Sincerely,
****** *****
Initial Complaint
09/25/2024
Complaint Type:
Product Issues
Status:
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.
On July 17th, 2024, I purchased 1400 Sq Ft of Mohawk Rare Vintage CDL75 color 01W laminate flooring from ***** ******. After delivery, we followed the manufacturer’s recommendations for acclimating the flooring indoors before beginning installation on July 31st, 2024. After installing a significant portion of the flooring, I noticed that approximately 1 in every 10 boards would buckle up slightly after being "clicked" together—either by hand or by using the tap method as instructed in the installation guide. While not every board has this issue, it is noticeable over a large area, particularly when light hits it during certain times of the day. I contacted ***** ****** and Mohawk (the flooring manufacturer) regarding this issue. ***** ****** sent an in-house inspector who confirmed the problem. They agreed to file a claim with Mohawk on our behalf, but we followed up after several weeks of no communication. Approximately three weeks later, ***** ****** requested that we return a box of the flooring for the claim. I informed them that the issue was random. Since we mixed boxes during installation per the installation guidelines, I believe the problem stems from a manufacturing defect, likely involving inconsistencies in the locking mechanism. However, ***** ****** insisted on receiving the box, which we provided. No inspector from Mohawk ever visited our home to inspect the defective flooring visually. After further delays, we received a forwarded response from Mohawk stating that they did not find a machining defect and thus would not honor our claim. Desired Resolution: I am requesting a full replacement of the defective flooring at no additional cost, along with compensation for any labor costs associated with reinstallation. Additionally, I would appreciate an in-person inspection of the defective flooring by a representative from Mohawk to confirm the issues and avoid further delays in resolving this matter.
Business response
09/25/2024
Mohawk has received your BBB. We have sent this to claims for review. Once claims have reviewed the issue, they will contact your retailer who will then contact you. If you have not heard from your retailer, please contact them for further assistance.
Customer response
09/25/2024
Complaint: ********

I am writing to express my frustration regarding your response to my BBB complaint and the ongoing issues with the Mohawk Rare Vintage CDL75 laminate flooring I purchased. Your message stating that I should wait for ***** ****** to contact me is both unacceptable and a clear deflection of responsibility.

The flooring I purchased has defects, confirmed by ***** ******' own inspection. I have already complied with all requests, including providing boxes of the flooring. Yet, Mohawk has failed to send an inspector to my home, as would be expected for a proper evaluation. Instead, after weeks of waiting and multiple follow-ups, I receive a generic response that pushes the burden back onto the retailer. This has resulted in no meaningful progress or resolution to my claim.

I want to make it absolutely clear that the issue lies with the product's manufacturing defect, not with the retailer. ***** ****** has already done their part by inspecting the issue and submitting the claim on my behalf. The delay and failure to address the defect now rest entirely with Mohawk.

An inspector must be sent to my home immediately to assess the defective flooring which was manufactured on different dates, as this should have been done weeks ago. Further delays are unacceptable, and I expect a full replacement of the defective flooring, along with compensation for labor costs associated with reinstallation or a full and total refund to include labor costs.

I expect to be contacted directly by Mohawk within the next 48 hours to confirm the inspector’s visit. If this matter is not resolved promptly, I will have no choice but to escalate further, including additional formal complaints and legal action if necessary.

I look forward to your immediate attention to this issue.

Sincerely,

******** *******
Business response
09/26/2024
Mohawk Claims has received your BBB. Any new decision or update regarding the claim will be sent to the retailer. The consumer will need to contact the retailer for further information.
Initial Complaint
09/16/2024
Complaint Type:
Product Issues
Status:
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.
We purchased our first order of mohawk flooring on 8/06/21. We purchased more on 10/7/22. Right away, we could tell there was a mismatch in color. After looking into it, we saw it wasn't the color, but two different sheens. First batch had a shine. Second batch was flat and dull. It was painfully obvious to see the difference between the two orders, even though they were the exact same brand/name/color. We stopped installation, called our flooring business. Emails/phone calls were made and pictures sent simply asking for a Mohawk representative to come to our house to see the difference. Mohawk declined our request and shot back an email saying they could “change their flooring anytime without notifying anyone and that there was no defect with the second order.” What we had installed, we were attempting to clean. The mopping left blotches of areas that seemed to completely repel the water, like nothing had even been put on it to clean it. We found that strange, took pictures and videos, and sent them to our floor guy. Mohawk continued to say the product was not defective. We were left again. After having the second batch installed in our bathroom for about 5 months, we noticed spots from my hair care products and our shower glass cleaner. We tried mopping again and again, but were not able to get the spots removed. We have since tried other methods to clean this flooring and nothing is cleaning it. Once we noticed that, we stopped installation again for the fear of what we may be faced with if having this in our kitchen where messes are inevitable! We've been in contact with our floor guy, who has recommended us writing this letter to now insist that there is an obvious defect with this second batch of flooring. We have repeatedly asked a Mohawk representative to come and look at our floors for proof that we felt something wasn't right with the second batch from day one of seeing it next to the first batch. We are now asking for full refund.
Business response
09/17/2024
Mohawk has received your BBB. Mohawk claims will review the complaint. Once a decision has been made, Mohawk claims will contact your retailer who will in return contact you. Any further questions or concerns shall be directed to your retailer as that is where the floor was purchased from.
Initial Complaint
08/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Quick Step (holding company Mohawk) products are terrible. It does not uphold its warranty or customer satisfaction guarantee. I've had a very difficult time trying to get my needs met by Mohawk due to their defective products. Laminate floors come with bubbles right from the factory. They will not issue refunds at all for their flooring even when it is defective. They do not have good customer service. Their workers are rude and do not help out in any way. They take no responsibility or accountability for selling cheap material to their customers. Mohawk Industries, Inc. is the worst company I've ever dealt with. My problem has not been resolved. I had to buy new flooring and pay extra money for labor to have my contractor replace the flooring due to the defective laminate floorboards.
Business response
08/12/2024
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. If a claim has already been filed and the consumer is not satisfied with the claim outcome, the consumer will need to contact their retailer and let them know.
Initial Complaint
07/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I got a hardwood floor (bamboo) it keeps coming apart. They have came here several times and glued it first time was with the wrong type of glue. Then I got tired of trying to get help. Then I called Mohawk and they gave me info on my floor saying it was disconnected for the exact reason that I’m having. The floor comes apart! They send an inspector here to my house the man was **** he told me and my daughter it was not my fault or my house that was the problem it was the floor itself it was defective. Then when I called back to the ******** ****** to talk to ***** about what Mohawk had said they said it was on me basically my fault! Which is **! The floor is defective it has been for 10 years. I’ve been trying to get it fixed without any help. 3 fixing attempt's no luck. That says ALOT! I want the floor fixed. I have four pieces of flooring left over that can be used. They should make it right. Why are they lying about the inspection? It makes me so angry.
Business response
07/26/2024
Mohawk has received your BBB. A claim is on file and all claim updates have been sent to the retailer. The consumer will need to contact their retailer for further information regarding the claim.
Initial Complaint
06/25/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Order Number #******** June 6, 2024 *** ******** ***** *** *** **** ************** Mohawk Harbor Estates Trim Baby Threshold (2) Sand Pearl Oak, ***************** Mohawk Harbor Estates Trim Stairnose (9) Sand Pearl Oak, ***************** Mohawk deceptively listing products as in stock when I ordered them with retail location, and then changing it to backordered after paying retail location for the product, messing up my installation schedule.
Business response
06/25/2024
Any issues with an order will need to be directed to the retailer where you placed the order and made the purchase. Your retailer will then contact Mohawk on your behalf for information regarding your order. Your retailer is the point of contact as that is there the transaction took place.
Customer response
06/25/2024

Complaint: ********

I am rejecting this response because:
Mohawk has the ability to resolve this matter and like the dysfunctional company that Mohawk is they refuse to resolve the issue.
Mohawk has a laughably low consumer rating whereby literally 81% of customers that have used or bought from them don't recommend their products.
Their customer service have excuses everywhere that hand-tie their people from helping. So much for a can-do attitude that built this county.
Retailer told me Mohawk listed product to them as in stock then committed bait and switch by changing the availability status.
Mohawk shows what an insincere abusive company they are by refusing to help a customer that needs his product when they have the ability to fulfill the order now.
I NEVER would have bought this product costing $8,100+ if I knew that it was unavailable as I have installation timelines that must be met.
Mohawk is liable for damages caused by them not supplying product that was listed as in stock when purchased then fraudulently changed to backordered.
Any reasonable person that doesn't believe this would cause irreparable harm is twisted and sick.

***** *********
Business response
06/26/2024
Mohawk has received your BBB. At this time the response will remain the same. The consumer purchased the material from a retailer and not Mohawk directly. Any issues with the order will need to be addressed to the retailer who placed the order. The retailer will, in turn, reach out to Mohawk on their customer's behalf regarding the order.
Customer response
06/27/2024

Complaint: ********

I am rejecting this response because:
Mohawk is engaging in an illegal pattern & practice of deceptive trade practices where it is falsely and intentionally listing its products as in-stock and available on June 7th, 2024, I'm told on their internal product availability platform with retailers and sellers of its products, then changing the availability status to backordered and not available until at least July 9th, 2024 + shipping time, after the customer such as myself buys and pays over $8,100 for the product. I solely bought this product because I was told it was in stock at the time of purchase. I had cancelled the previous order the day before, for a Mohawk product of a different name "lennox tan", because I learned it was out of stock. I confirmed with the reseller that the Harbor Estates Sand Pearl Oak was in stock the same day I ordered it on June 7th, 2024. Mohawk coldly doing nothing to rectify the situation when the are the cause of the problems is uncaring, ignorant, and lacking in any and all customer service. The idea that Mohawk thinks that a customer that orders a product which they were led to believe was in stock and arriving June 20th, 2024, and that the product won't arrive until after July 9th, causing massive problems with already planned contractor installation is going to cost Mohawk liability in a 3rd party remediation tribunal. I will inform the public via any all review boards of what Mohawk is doing and direct my legal team to serve Mohawk and it's partners with a complaint seeking damages caused to me for the delays they are causing.

***** *********
Initial Complaint
06/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Carpet installed on February 26, 2024. A bare spot in the carpet was reported on May 15, 2024. Company requested a sample of extra carpeting, which was provided on May 20, 2024. Company responded on June 12, 2024 that the sample passed testing and the lifetime warranty would not be honored. There are no issues with the rest of the carpet and we just want the carpet in the living room repaired or replaced.
Business response
06/19/2024
Per Mohawk guidelines, any issues with the product will need to be addressed to the retailer where the product was purchased from. If a claim was filed and the consumer is not satisfied with the outcome, the consumer will need to contact the retailer for assistance.
Customer response
06/20/2024

Complaint: ********

I am rejecting this response because: the retailer is not the one who conducted the testing and denied the claim. That was done by Mohawk Industries, who the warranty is through. The retailer is not responsible for the warranty offered by Mohawk Industries.

Sincerely,

****** *****
Business response
06/24/2024
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: *****************************************

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