TENNESSEE, TENNESSEE -- Mohawk Carpet Warranty requires the carpet to be professionally cleaned by a "CERTIFIED" carpet cleaner. Using a "Bissell" is not a professional cleaning. In fact it leaves harmful high pH chemical residues in the carpet. You voided the manufacturers warranty. You should be thankful that they replaced it.
Copied from Mohawk's Carpet Warranty Brochure... 5. Maintain your carpet according to Mohawk requirements in the section of this brochure labeled “Carpet Care and Guidelines”, including having a minimum of one (1) professional cleaning every 18 months using cleaning products, equipment, systems and services specified/certified with the Carpet and Rug Institute Seal of Approval. (Visit www.carpet-rug.org for a complete list of certified products.)
You must show proof of cleanings in the form of a bill, invoice, or statement for cleaning services. Along with these documents, Mohawk recommends keeping a 2' x 3' piece of carpet from your installation for your warranty or in case you ever need to make a repair.
When we purchased our townhome we chose to have the builder put in the Mohawk engineered wood floors that were available as an upgrade. They looked fantastic on the sample. Since then have been very dissatisfied with these floors and have had numerous problems ranging from annoying to huge.
First, like other folks have noticed, they get smudges instantly after cleaning them, no matter what product one uses and no matter if you have socks, shoes, or bare feet. Second, we noticed that there are gaps between the ends of the boards where they are supposed to meet and sometimes between the boards on the long side. Also, many boards are not level where the ends meet, resulting in an annoying lip. It's hard to say if it's the product or the installers that have caused this.
A customer service rep at Mohawk said gaps are normal and we should see them go away as the seasons change - well, we've been through three seasons and there's been no change for better or worse. The rep I spoke with couldn't even tell me under what conditions (humidity, temperature, etc.) the gaps wouldn't be there and whether there was an actual quantitative size that below which was deemed acceptable. Because we're under warranty with the builder we are having them address the issues.
So far we've met with a rep from the company that installed the floors and he said that the acceptable industry standard for gaps and unlevelness is the thickness of a credit card. We said that's not acceptable. Then he said that it's a man-made product and we should accept these flaws. We said no, because it's a man-made product you can control such things and it's more dimensionally stable than solid wood (a natural product) so it shouldn't expand/contract that much AND the boards are glued down so they shouldn't move at all.
His solution was to fill all of the 60 or so gaps with these special filler crayons and shoot finishing nails through the boards that are not level to get them to stay down, then fill the holes with the crayons. The problem now is that the crayon doesn't match the color of the floors and you can see where the nails went through the boards anywhere there is light from a window. We are also concerned because we now have holes through the top protective coat - who knows what problems this will cause in years to come.
To add insult to injury, we found that two colors of wood have been installed in our living room. The rest of the floors are uniform in color but there are blond planks intersperse with our butternut. The installer insisted he ordered the whole house from one batch in order to avoid such a problem. Interestingly, the builder's punch-list guy admitted they've had similar problems with these floors in some of the other townhomes.
Now we are waiting for a third party Mohawk rep to visit to see if it's "normal variation." We still need to revisit the "fixes" the installer did because the floor looks worse now than it did before. More to come... In summary, it's not worth the trouble to even bother with Mohawk engineered wood if you have a choice (we know that now).
MARIETTA, OHIO -- We recently did a house remodel and had 1200 sq ft of Mohawk Engineered hardwood (Hickory Shadow) installed. The wood had 5 days acclimation time. When the installers began laying the floor there were several boards with bubbles under the wood. After installation more bubbles appeared, boards cracked and splintered. The flooring scratches easily.
We called the retailer who filed a complaint. Mohawk sent an "Independent Inspector". The report blamed lack of proper acclimation time and improper installation. The installer was reputable and experienced. We have had the floor installed less than 6 months and it continues to splinter and bubble. I spend a great deal of time weekly coloring the splintered areas with a Minwax wood stain pen. The quality of this product is very poor. I was told by the retailer that this particular flooring is extremely durable and resistant to scratches. I strongly suggest to anyone considering this product to look for a different product made by a different company.
Hi there, I'm Laura with Mohawk. I'm really sorry to hear about your experience with your hardwoods. If you will provide us with some info at the following form, we'll be able to look up your claim and follow up with you: http://www.mohawkflooring.com/consumer-affairs/ . I'm so sorry again. Take care-- Laura
COLORADO -- I financed thru Lowe's to have new "Lucky Star" carpet installed by the mfg. Mohawk Flooring. After just 2 years we started seeing wear spots, so I covered them up with rugs so they would not get any worse. At the 3rd year, it was getting so bad I no longer had enough rugs to cover all the wear spots. I tried dealing with Mohawk Flooring, but they said my carpet was not warranted because I did not pay for a professional carpet cleaner to come to my house every 3 to 6 months to clean my carpet.
I purchased my own carpet cleaner and have maintained my carpet myself. We do not even walk on the carpet with shoes on. My carpet is now 4 years old and I just finished vacuuming it, as I do on a very regular basis. About 10 pieces of the carpet came up. Why???? I realize that I cannot get any satisfaction from Mohawk Carpet, as they have already refused to even look at it. I feel strongly about warning everyone else about this carpet and this company so they are not in the same position as I.
Hi Valerie, I'm Laura with Mohawk, and I'm very sorry to hear about your experience with your carpet. If you would like to provide a little information at the following page, our Consumer Affairs team will contact you: http://www.mohawkflooring.com/consumer-affairs/
Thank you for this feedback, and I apologize again! Take care,
ORLANDO, FLORIDA -- Quality of this Mohawk flooring is total junk. I professionally install many forms or flooring, and this is some of the worst. The first thing I encountered was replacing the fridge, it left huge roller indentations on new floor. I thought well "you big dummy that's too much weight" but I've done that before with other laminates. Then put carpet under another heavy item to move it, and it also scratched the floor.
Now after replacing two huge areas I'm treating this stuff like glass, turns out glass is less fragile. I dropped a small piece of wood from like 8 to 10 inches from the floor and it dented it. Bottom line, do not buy or install this product. It will not hold up if you are homeowner, and cost you time and money if you are the installer. I felt bad for my customer, 14 grand just in material & it's crap.
I'm Jordan from Mohawk Flooring, and I'm so sorry to hear about these flooring issues. Do you know if your customer has contacted Mohawk's Consumer Affairs team yet? If not, here is a form that he or she can fill out online. Once Mohawk receives it, they will contact your customer right away. Again, I apologize for the issues your customer is experiencing. http://www.mohawkflooring.com/consumer-affairs/
BUFFALO, NEW YORK -- I had a new hardwood floor installed in February 2014. It has cracked and bubbled. I had the installer come out to put in a claim. Mohawk declined it. A $4,000 floor should last more than 1.5 years. What a waste of money!
I'm Laura from Mohawk--I'm really sorry for your experience with your hardwoods. If you'd like to provide some info at the following site, we can review your previous claim and contact you. I apologize again. Take care. Laura
This Carpet is the worst!!! We had just bought our first home and put in $4000.00 worth of Mohawk Carpet. We were told at Lowe's that this is really good carpet. It looked nice there and felt nice as well. Their sign said it was tough enough for kids, which was good because we have two boys and it was pet friendly which we have a dog. It was also supposed to not show stains which we wanted! Lowe's sold us on this Carpet.
We had it installed about 1 month after we moved in our house on October 13th 2011. So November we had our new carpet and it seemed really nice. It was around March when we realized we was getting a bald spot right in the middle of our living room. All the carpet strains kept coming out. We contacted Lowe's immediately and they filed a claim with the company.
The company sent out an independent inspector to look at it and write a report. The company denied our claim stating it was related to our carpet cleaner and our dog. We had a name brand carpet cleaner, Bissell and our dog never messed with the carpet. It ended up that Lowe's paid for part of our carpet and the company ended up paying for the rest after Lowe's kept on them for a good while.
So we had the new carpet installed which was the same kind of carpet. This was probably around May that it was installed. Within 1 month we began to see our seams coming apart. So I called the installers and they came to fix them, however it ended up being the carpet coming apart from the bottom of the carpet, the matting I guess. So we filed yet another claim. Once again the company has denied our claim. Lowe's said there is nothing else they can do and that they will give us a discount off of new flooring if we wish.
I am now stuck with crappy carpet from a company that does not stand behind their warranty!! My carpet looks dirty and worn only after a few months and it's all coming apart. I paid $4000.00 for this and it lasted less than one year!! I have two kids and do not have money to replace $4000.00 worth of flooring after a year. This company is horrible and I wish I would of never bought their carpet! I am a mother just trying to provide a nice home for my children and companies like Mohawk doesn't care! Don't buy this Carpet!!!
DALLAS, TEXAS -- I have been complaining about my tile since the day the I bought the home from the builder. The builder ignored my complaint because it was not on my 30-day list and I missed my walkthrough because my job sent me out of town and they would not reschedule it. After two years of frustration someone tipped me off and told me the local supplier was Heritage carpet and Tile. After fighting with them forever they finally came to the house and said the lead that is coming up from the floor is dirt.
I was outraged I had just had the tile professional cleaned by K C Tile and Kenny told me that what was coming up from the floor was not dirt. I called ** office who is supposed to be the VP of Mohawk. I sent up water samples and reports and they swooped it under the rug. After another year of living this nightmare I contacted ** the regional vice president of the company. He send out an inspector out here who references turned out to be false.
I called every one of floor eyes inspections references and they were all false regarding his education. He was told to take them off his website or there would be legal action taken. I reported this to ** who is the head of the claims at Mohawk was told by this inspector that my floor was dirty... It was cleaned again two days before the inspection was done. I hit the roof. I have sent them pictures, the socks that showed that even bleach does not remove the tar when washed and again they denied my claim.
I then took a video of my floor being cleaned and after it dried took a brand new clean pair of socks and walk on the floor, took off the sock and they were black. I called ** the President of Mohawk... That's the Guy at the top whom makes over a million dollars a year... By the way if anyone wants the direct phone numbers to any of these corporate executive please feel free to ask.
I sent ** the socks and he sent them to his legal department that hired an inspector that lives four hours away, gee I wonder why when there are 35 in the surrounding area of my home. But I have hired a laboratory specialist and another inspector and a water specialist to be here with a local news crew, the board of health and a camera team. I am done playing games... Now I am hearing this tile was made in CHINA. My family comes first and god help this company if there is a toxic substance coming from this tile.
In August 2009, I purchased 1000 sq-ft 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!
NEW MEXICO -- We built a new home recently and used Mohawk for all of our flooring; tile, carpet and hard wood. We have a concrete slab and ordered/purchased a floating hard wood floor. Our contractor told us that because of the slab and shifting/settling of the ground a floating floor would allow the floor to "give" and not gap or break should the slab move. I don't if it was installed correctly or not. Right now (over 3 months since we complained) our flooring is still not right.
Our installer came by to look at it after we noticed that the floor was very wavy - high spots that you could actually see move up and down when you stepped on them - and when it started to separate between planks. They tried to fix it by ripping up some of the flooring and "pushing it together" with big straps. Obviously that did not work. They called Mohawk back in the middle of April to get them involved with the problem. Mohawk had to send out an "independent inspector" before anything could be done.
It took almost 4 weeks to get an inspector and then he didn't turn in his report for over 1 week after that. Of course Mohawk pays this "independent" inspector and found they were not at fault and it was the installer's problem. I tried to talk to customer service and they said they could not speak with me. They only speak to the distributors/resellers. I asked to speak to someone who COULD speak with me and I was told that no one ever speaks directly to the customer, it's their policy! I guess I should have known - Mohawk got its money from the distributor/installer and the installer got our money and now we're left with part of our floor torn up and no idea if it will ever be fixed.
A lot of finger pointing going on and Mohawk DOES NOT CARE if the customer is happy or not. I hope everyone who reads this will seriously consider NOT USING MOHAWK for any of your flooring needs. According to the independent inspector Mohawk will let anyone sell their product as long they pay them. Oh... And our floor gets smudges on it too and dog drool is super hard to get up!