COLORADO -- We ordered about 2200 sq feet of flooring, and paid for delivery to our home. Upon delivery, the flooring was not the same as the sample we have. It seems that the mohawk sample was mislabeled. This by itself would not have been a big deal, but we are now going on close to two weeks, and the only resolution that has been presented by mohawk is that we can pay to have it shipped back to the warehouse, and they will waive the restocking fee(only if we buy mohawk again). Since the wrong floors have been delivered based on a Mohawk sealed sample, we are contesting the charges with our credit card company. In the interim, our home is in complete disarray. When you spend tens of thousands of dollars on a product, the company should at a minimum have some sort of concept of customer service, especially when the error falls on them. You have many options when purchasing your flooring, I would advise you to stay clear from this company. I cannot comment on the quality of the flooring since we can't even get past the horrific management/customer service.
They will not stand behind defective product. As others have stated on here, last year we purchased over 2000 square feet of Mohawk's engineered hardwood flooring for our newly renovated home. Within two months of installation the floor's top layer began to peel and chip in multiple rooms. It looks simply horrible. Mohawk sent out an inspector who found it was water damage or poor installation. This is entirely impossible based on the location of the majority of the peeling. (We simply don't have & never had standing water on any of the surfaces.)
The store we purchased from (Priceless Carpet One in Maryland) sent their own inspector, who works in flood and fire damage. He reported it was indeed not water damage (there was no cupping of the boards, etc.). Mohawk still refuses to work with us to address the problem with their poorly made product. It's simply reprehensible that they don't care for customer satisfaction nor the quality of their product. We have been left with no alternative other than to pursue this legally.
CALHOON, GEORGIA -- I just had a Mohawk hardwood floor installed and what a huge mistake. I wish I had researched all the complaints about the low quality product the sell. Almost immediately, it developed scratches from normal everyday use. I now has dents and cracks after 2 months. Their website lies to you about how great their product is but when something happens, you are told by their claims dept. that even simple scratches are not covered under warranty. I have been jerked around by Mohawk for 3 months with wait for their internal lab to test their own product just to tell me its ok when I know it's not. My hardwood floor installer of 17 years told me their finish is the weakest he has ever seen. I am now out of $3,000 for a floor we are afraid to set anything down on. I will curse Mohawk every time I come home. Do NOT purchase anything from this company. Check the other hardwood floor website and you will see numerous complaints about their low quality product.
COLORADO -- Recently built a new home with Oakwood home builder in Colorado. We upgraded to the Mohawk refinished engineered flooring spanning our entire main level. Within 3 months we have had our whole kitchen replaced with cracking and peeling finish through the builder.
My fear is this problem has now reappeared in addition to spreading throughout the main level. Our home is only under warranty with the builder for 1 year and we are coming up on our one year. This floor is defective product and should have a recall or class action against it. Oakwood homes is not willing to replace our floor even though they have recently stopped doing business with Mohawk. Our fight is not over however I think it's going to take a lot.
Dear Chantelle, I'm Laura and I work for Mohawk--I'm so sorry to hear about your experience with your hardwoods. Have you gotten in touch with Mohawk's Consumer Affairs team? If you'll send us your contact info and some product info at this URL, we can follow up with you: http://www.mohawkflooring.com/consumer-affairs/
I'm very sorry again! Take care, Chantelle--
ATWATER, OHIO -- We are experiencing the same problems everyone else is experiencing with this flooring. We installed $6000.00 of Mohawk engineered flooring, choosing it over other brands because of its claim of durability and warranty. Within 1 year, the finish on the floor is pimpling up and continues to grow everywhere, even under the rugs I have placed on the floor.
The company that sold the flooring to us arranged for an independent Mohawk adjuster to view the flooring. After listening to his health issues for almost an hour, we received the same report as everyone else -- moisture damage. Interesting how everyone is getting the same explanation!!! Mohawk has a problem with this flooring and does not want to address it!!! DO NOT BUY!!!
Hi Patty, I'm Laura with Mohawk Flooring, and I'm very sorry to hear about your experience with your floors. Please let us know your contact info and some claim details on the following form, and we'll be able to follow up with you: http://www.mohawkflooring.com/consumer-affairs/ . I apologize again, Patty! Take care-- Laura
CALHOUN, GEORGIA -- We installed $8,000 worth of Mohawk engineered flooring. It looked beautiful for about 3 days. I dropped a teaspoon and the handle of the teaspoon dented the flooring. Since then, we have had horrible scratching all over it from negligible things. We had real hardwood in our previous house and NEVER had scratching on it like we have on this mess. We went through the appropriate process to file a claim that this engineered hardwood is too soft. Mohawk denied our request as well as our appeal. We would've been pleased if they had even split the difference with us. Save yourself a lot of trouble and do not use Mohawk flooring. Poor product...poor service!
Hello Jan, I'm Laura from Mohawk. I'm so sorry to read about your experience with your hardwood floors. If you could share a few specifics on the following form, we can look up your claim and follow up with you: http://www.mohawkflooring.com/consumer-affairs/ . I apologize again, Jan. Take care-- Laura
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/
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).