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Mohawk Industries
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www.mohawkind.com
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3.0 26 Reviews

Mohawk Industries Complaints Summary

13 Resolved
13 Unresolved
Our verdict: While Mohawk Industries has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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Mohawk Industries reviews & complaints 26

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11:49 am EST
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Mohawk Industries OPENED ACCOUNT WITHOUT OUR PERMISSION

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]

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Steven Fischer
Bohemia, US
Feb 27, 2010 3:16 pm EST

I advise anyone else who fell prey to Empress Carpet Furniture's scam led by owner Craig Marino to contact GE card services Fraud department (the creditor of Mohawk credit card and financing) at [protected]. Empress Carpet Furniture in Bohemia should have their credit rescinded as well as their business license revoked.

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Steven Fischer
Bohemia, US
Feb 27, 2010 2:47 pm EST

Empress Carpet Furniture located in Bohemia New York is a deceitful, dishonest and unethical business company owned and run by owner Craig Marino. I urge everyone to voice their opinion and rid our neighborhood of this company. DO NOT BUY ANYTHING FROM EMPRESS CARPET FURNITURE IN BOHEMIA UNDER ANY CIRCUMSTANCE! BUYER BEWARE! This is a public service announcement. For more information and to voice your complaints, concerned citizens have united together to post their voices on www.empresscarpetfurniture.com. We need to rid our society of scoundrels like Empress Carpet Furniture in Bohemia and owner Craig Marino.

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8:40 am EDT
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Mohawk Industries Awful service

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!

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11:34 am EST
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Mohawk Industries Defective carpet

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.

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4:48 am EDT
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Mohawk Industries Bad service

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.

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Mr Carpet
, US
Jul 30, 2009 7:20 pm EDT

It sounds like your carpet was a "Staple" carpet, there are 3 types of carpets, "Staples" "BCF" and "Berbers"

So the way a berber is made is it a fiber that is one long thread really that is Continuous Filament that goes through, it is the most durable of carpets but you can have some issues with pets.

Next is "BCF" also known as Continuous Filament, the way this is made is same as a berber, but the top of it is sheared off, (also known as a cut pile carpet) this is a type I would recomend to most pet owners, it will shed for about the first week you have it but after that you should not have any issues with it.

Lastly there is "Staple" carpets, a staple carpet is a carpet that is each tuff is stapled into the backing. it is normaly a carpet that will sell for less then a BCF and looks more "fluffy" but it will shed the intire time you have it and pets would easily pull fibers out of it. Now what most people who sell carpet will Not tell you is, Staple carpets have almost no warenties against a cat pulling fibers, the #1 warranty to look for is texture retention, which is almost only for BCF and berbers, only staples that would have it are really high end ones.
To me it sounds like the sales man and the person who inspected your carpet didnt know what they were talking about. You should file a complaint to the Better Business Bureau, get them to send out an inspector so you wont have to pay for that, and get all the facts on that. But over all it sounds like he Oversold a product and under delivered to you.

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Jeff Cumming
Auburn, US
Jan 29, 2009 1:00 pm EST

If you really want to see what cn be done about your problem, what you need to do is contact an independant inspector. Independant inspectors have nothing to do with the manufacturers, flooring store nor you the consumer. By contacting an inspector you will have the opportunity to find out the real problem. If and when they come out and inspect your flooring they then will give their professional opinion. With this written report (if it goes in your favor) will be able to go to Mohawk and force them to replace or compensate you for the defective product. In a court of law the independant inspectors report will win out. Don't hold all floor covering stores and salepeople at the same standard as Gary's store and saleperson, there is a large majority of knowledgeable and honest stores and salespeople out there. The internet is not always the answer, the information given can be just as bad and dishonest as what you encountered from Gary's. Good Luck!

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Warren
,
Sep 26, 2008 4:10 pm EDT

Sorry to hear about your carpet experience but the problem with your carpet sounds like it started with the store you purchased it from. I don't know of any carpet or carpet producer that can withstand the continued abuse from a cat clawing away at your carpet. Imagine going to a shirt store and asking a retailer to sell you a shirt that your cat could not destroy, they would think you were crazy. A shirt and your carpet are both textiled goods. Also after 9 months your warranty should still be good. If I were you I would stay away from the carpet store you made the purchase from. Also you can't ask Mohawk to stand behind a statement from a misinformed salesman that would tell you anything to get the sale. EVERYONE SHOULD USE THE INTERNET TO INFORM THEMSELVES ABOUT A LARGE PURCHASE LIKE FLOORCOVERING. AND DON'T TRUST A CARPET STORE FOR ALL THE RIGHT INFORMATION.

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12:00 am EST
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Mohawk Industries Scam and rip off!

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.

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Crb7272
, US
Sep 04, 2010 4:55 am EDT

The Pino tile store I went to went out of business. But before they did the Manager apologized. This instance was not the first he's heard of when it comes to the sub contractors. Pino tile Corporate failed to provide the names of the sub contractors and said they were unable to be located and the owner of the subcontractor company was deceased.

Hence, I'm stuck with the floor not being completed and I'm charged with the purchase price.

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Pino Tile & Carpet
,
Mar 21, 2008 10:11 am EDT

Pino Tile & Carpet - Florida's Largest
Flooring Retailer
Defends Itself!

The Pino story began 27 years ago and continues as a thriving business today with customer service as a top priority. The business continues to make offering the lowest prices, biggest selection and on going commitment to superior customer service a top priority. With 11 locations statewide, it's a philosophy that works. Our success comes from hiring knowledgeable salespeople and experienced installers who take pride in what they do, and we back it up with a full warranty. Pino Tile & Carpet is fully equipped to serve as the only source you need for flooring so make us the first place you call! Make us the last. Satisfaction is guaranteed.

Pino promises that every customer shall receive:
· Expert flooring advice from our experienced, friendly, knowledgeable sales staff
· Free professional in-home estimates, measurements and onsite quotations
· Free samples upon request
· Professional installation by fully licensed and insured installers
· A full year warranty to prove we stand behind our products and services
· The largest selection of first quality products, lowest prices and superior service
With that said, in rebuttal to the article posted from Fort Lauderdale, FL, we would like to outline our position as follows:

Upon learning of this matter, the Pino Tile & Carpet Customer Service Manager launched an immediate and thorough investigation of the claims set forth. Our findings were: Fort Lauderdale, Fl purchased flooring material and paid with Pino Tile & Carpet’s convenient no interest for six months credit card. As with all of Pino Tile & Carpet’s subcontracted installations, labor is due upon completion. At no time, do Pino Tile & Carpet sub-contractors, accept payment for materials as they are only paid for labor. This information has been supplied to Fort Lauderdale, FL on the signed Flooring Installation Agreement on 08/03/2006.

Additionally, the credit card company launched an investigation of the facts. The documents that Fort Lauderdale, Fl supplied, were not sufficient to warrant any reversals.

As Pino Tile & Carpet’s continued success depends largely on positive word of mouth from our loyal customers, we take such accusations very seriously.

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12:00 am EDT

Mohawk Industries Wrong Color Carpet

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?

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MeghanG
South Boston, US
Feb 12, 2023 2:35 am EST

The carpet immediately was pilled. It was $619. I am looking for a refund mailed to my address. This job was completed by Boston Floor Covering Watertown MA in September 2022 and they recommended reaching out to you because the carpet should not be so pilled.

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mike Layden
, US
Nov 05, 2022 10:49 am EDT

Carpets look bad, Was this carpet recalled ?

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Chilidog
Prescott, US
Oct 17, 2022 3:25 am EDT
Verified customer This comment was posted by a verified customer. Learn more

After making great certainty the vinyl flooring that Costco partnered with Mohawk was installed correct, now many, many of the seams are starting to spread. Sent pictures in to Mohawk, waiting for a reply. Will most likely need to be replaced with a different brand, at my own expense.

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Phone numbers

+1 (800) 266-4295 +1 (800) 241-4494 More phone numbers

Website

www.mohawkind.com

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