The complaint has been investigated and
resolved to the customer's satisfactionResolved Mohawk Carpet — Bad service
resolved to the customer's satisfaction
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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