Defective Mohawk Flooring: An installer's nightmare!
In August 2009, I purchased 1000sqft of Mohawk's Mirador Porcelain Tile because I was impressed by the demo tile, but it proved to be a huge mistake for the following reasons.
1) No "Made in China" label or country of origin disclosure on demo tile or website:
Several stores told me that this product was made in the USA by Mohawk. But to my horror, it was delivered in plain bundles labeled "Made in China."
It's beginning to appear that Mohawk buys this tile from China, sticks a Mohawk label on the demo tiles, and routinely fails to disclose the country of origin. Shame on Mohawk for deceiving customers!
It also appears that "Shaw Tile Company" sells an alarmingly similar tile to Mohawk's Mirador line. So there's nothing Mohawk or USA about it.
Problem #2) Mohawk's inferior tile steeply drives up installation costs and significantly delays completion times.
Installation was a nightmare: bowed tile with pinholes and chipped/broken corners along with a single edge that tends to be much sharper than the rest, enough to slice the installer's finger.
Even after the most conscientious and costly installation, the defects are still blatantly obvious and the protruding lips are unavoidable.
Problem #3): Mohawk Customer Service is Unconcerned and Unresponsive:
It's been over seven weeks since my initial complaint but still no action from Mohawk, not even a call back. My unfinished project appears to be indefinitely delayed and costs continue to rise.
My initial complaint was to the store and an unresponsive Mohawk Field Representative who asked me to leave him some tile at the store to examine, but never showed up to look at it. He expressed that he was confident that Mohawk's tile was within tolerance and told me to continue with installation.
After numerous calls, the Mohawk rep finally looked at the tile, and from my understanding, his company agrees that the tile is defective, but is not prepared to act on my claim.
Mohawk Industries tells me to keep waiting for an answer from the store.
It has been over 7 weeks since I sent them evidence of the defects, and Mohawk has yet to provide me with a viable solution, let alone a call back to let me know the status of my claim.
When I called the Mohawk Claims Department, the Mohawk rep told me that she only communicates with retailers about complaints and not customers. Easy for Mohawk!
I've visited the store countless times but Mohawk doesn't appear to be doing anything with my claim. The store has called Mohawk numerous times but they just keep getting the run-around.
Thus, from my experience, it's fair to conclude that Mohawk Industries has awful customer service, inferior tile, and does not stand behind its products. Buyer Beware!