Mohawk Industries
Reviews and Complaints

MOHAWK CARPET, AKA EMPRESS CARPET, AKA ALL ISLAND KITCHEN AND GRANITE HAS OPENED AN ACCOUNT WITH GE MONEY BANK WITHOUT OUR PERMISSION. THE ACCOUNT NUMBER IS [protected] WE HAD A FREE ESITIMATE TO
ADD GRANITE COUNTERTOPS IN OUR KITCHEN. WE DID NOT SIGN A CONTRACT WITH THIS COMPANY, NOR DID WE SIGN ANY PAPERS AFFILIATED WITH GE MONEY BANK, WE DID NOT REQUEST A LOAN
OF $6, 000 TO THIS COMPANY.

CONTACT US: WALTER & LUCILLE NOVINSKY
31 HALLEY LANE, MILLER PLACE, NY 11764
TEL. NUMBER [protected]

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!

I purchased Mohawk carpet Smart Strand Carpet at an independent carpet company. Two years later the carpet started delaminating and tearing at the seams. Mohawk agreed that it was defective and issued a check for partial payment. They wanted the company who installed the carpet to take responsibility for the part that I paid them. I just wanted to get the information out to as many people as possible to not purchase Mohawk carpet.

I purchased a houseful of Mohawk carpet from Gary's Carpet in Houston in October 2006. When the sales agent came to see me, I was upfront and honest by letting him know that I needed carpet strong enough that the cat could not pull out any carpet fibers. He informed me that Mohawk carpet was what I needed and that there was no way the cat could ever damage it. Before signing the papers, I reiterated this 3 different times during the conversation. it was extremely important to me.

Move forward to 9 months of owning the carpet, I noticed fibers coming out in different spots where I knew the cat would sometimes claw. I collected fibers for a month and sent them to Gary's Carpet along with a letter wanting to know why this was happening when I was assured it wouldn't. When I was finally contacted, I was told they wanted to make it right and would put in a claim to Mohawk. Weeks went by without hearing anything and when I contacted Gary's Carpet to get the claim number so I could call Mohawk, I was told someone forgot to place the claim. They fixed that error. I finally got to talk to someone at Mohawk who said my carpet was now out of warranty and besides my cats had done the damage. I replied that it wasn't out of warranty when the whole mess started and and that yes, I was aware the cat had pulled up the carpet fibers but that I was assured several times by my salesman that absolutely would not happen. I told them that as far as I was concerned, Gary's Carpet acts as their representative and I asked them if they were going to stand behind their dealer and send someone out or abandon their dealer to handle this on their own. I never got a reply.

One afternoon Gary's Carpet did call and agree to send someone out. He arrived and I showed him the different areas and he got on his hands and knees and started pulling out carpet fibers with his fingers, then he moved to areas the cat had not damaged and started pulling out carpet fibers there as well just by tugging on them... the whole time he was saying "this carpet shouldn't be doing this". He said it over and over. He also said I may have received some inferior carpet to begin with. I was pleased at the time that someone else was seeing what I was seeing. However, I got a call the next day that Gary's Carpet decided not to do anything at all about any of it. So I guess the gentleman went in and told them something entirely different than he was telling me the night before.

I was not asking for the entire house of carpet to be replaced, merely asking that they reduce what I owed on the carpet since I would have to replace the living room and one bedroom carpet yet again when the time came to sell the house. I felt this was reasonable. Please exercise Buyer Beware if shopping at Gary's, be wary of anything the carpet salesman promises you and don't purchase or sign any contracts for Mohawk carpet, it apparently isn't what is cracked up to be.

I went into the store and ordered tile. My original intent was to pay by the credit terms that PINO TILE and Mohawk flooring offered. A PINO TILE REP came out and measured. Days later the workers came out to install the tile. A couple days later they were done. Myself and a friend( that I had watch the house while the installers were there) Talked to who we thought was the PINO TILE FOREMAN (He was actually a sub contractor) He said we needed to pay him in full. cash or check/ I paid almost $3000.00 in cash and check. YES I had them mark it on the receipt.

A year passes and I got a letter from the Mohaw Credit Card Company they said I owe them $2900.00 for the materials purchased from PINO TILE. I advised them that I decided not to go with the credit terms (a year ago, at the time of installation)and I paid cash. I sent them the forms showing the receipt. They charged it back to Pino Tile. Then PINO TILE sent them a letter disputing the charge back.

SO the company sent me a letter stating I owe them almost 3000.00 for the Materials and interest. I asked PINO TILE to contact the sub contractor... magically was no longer in business. I asked for the contractors form stating the job was completed... it also magically was never turned in by the contractor. I have witnesses and a receipt that i paid cash and check... the store didn't even investigate the contractor?

Fort Lauderdale
Fort Lauderdale, Florida
U.S.A.

This company sold me wall-to-wall carpet that is the wrong color/shade. They did not give me any warranty information. I finally asked and they said to go online and get it. There are 10 different warranties online. I did not buy the carpet online so why should I go there to get information they should be supplying in pamphlet form. They also said Mohawk would get in touch with me and come to my home to inspect. Mohawk said that will never happen. They will always go through the vendor to reach the customer. Do I have a court case with this?