Anonymous

Mohawk SmartStrand carpet is defective

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Add me to the growing list of consumers dissatisfied with Mohawk Carpet. I had this installed on a staircase leading to a room downstairs.

I am a single person and the stairs do not get a lot of use. I paid a high price for SmartStrand carpet and have a 25 year warranty. This carpet is about 18 months old. Very shortly after installation this carpet--which is a medium light color--took on a dark tone that covers 80% of the carpet.

Tried cleaning it 4 times--twice using professional cleaners. This carpet will not come clean. I submitted a claim to Mohawk--and it was rejected twice. They did not even offer a partial refund on a carpet that is 18 months old with a 25 year warranty.

I will have to replace this carpeting at my own cost. My problems with this carpet are the same that hundreds of other consumers have written about. There is something inherently wrong with this SmartStrand model of Mohawk carpet.

many people have expressed interest in starting a Class Action lawsuit against Mohawk carpeting. If you are interested--please email me at leefintel@***.com

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Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution

7 comments
Guest

Yes I put it in two homes and after cleaned started coming apart from the backing and seems opening up. Would love a class action suit they would not back it.

Abigal Qtz
reply icon Replying to comment of Guest-1731350

I have had carpet in my homes for over 40 years and have never experienced these problem I have with this carpet. If you do a experiment with the carpet by taking a piece and move it around a little you find it separates from backing. When I complained about the carpet the retailer I purchased it from showed me this.

Laura.from.Mohawk
reply icon Replying to comment of Abigal Qtz

Hello, this is Laura with Mohawk Flooring - I'm sorry to hear about your experience with your carpet. Did your retailer file a claim with Mohawk on your behalf?

Let me know your claim number if so, and we can advise you of next steps.

If you retailer has not filed a claim for you, just speak with them about doing so. I apologize again for your experience.

Laura.from.Mohawk
reply icon Replying to comment of Guest-1731350

Hi there, I'm Laura with Mohawk Flooring - I'm very sorry to hear about your experience. Did your retailer file a claim with Mohawk on your behalf?

If so, just let me know the 7-digit claim number, and we can locate your claim and advise you of next steps. I apologize again for your experience.

Guest

We have had our Smart strand Mohawk carpet about four years. We hate it!

It’s warranted for 25 years and the warranty is worthless. We went to Dugan’s Paint, in Warrensburg, Missouri, from whom we bought the carpet and they did nothing to help us.

We have two rooms of this carpet that will not come clean and looks soiled in spite of multiple cleanings. We had a Mohawk rep come out and he told us our warranty was violated because we used a Dyson vacuum cleaner on it.

Laura.from.Mohawk

Hi Lee, I'm Laura with Mohawk Flooring, and I'm really sorry to hear about your experience with your carpet. I understand from your comments that you've already been in contact with Mohawk, or with your retailer who would have worked with Mohawk on your behalf.

I'd still like to send your feedback to our Consumer Affairs team, and thank you for providing it - take care, and I apologize again for your experience. --Laura

Guest
reply icon Replying to comment of Laura.from.Mohawk

The problem with the vacuum argument is dumb. If you had a cheaper vacuum that would be the problem.

I have had carpet in my homes for 40 years and have never experienced these problem I have with this carpet.

If you do a experiment with the carpet by taking a piece and move it around little you find it separates from backing. When I complained about the carpet the retailer I purchased it from showed me this.

View more comments (6)
Anonymous
map-marker Phoenix, Arizona

Don't buy Mohawk Smartstrand!

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Like other reviewers, we are having great problems with our Smartstrand carpet. Had nearly whole house done with new carpet 2 1/2 years ago--was assured it would not crush or show stains.

(We no longer see TV ads with the elephants stomping on the carpeting. Apparently Mohawk realized something!) At 12 month mark we had it professionally cleaned. Carpet cleaner stated he could tell which side of the bed my husband sleeps on! He, too, could see the crushing on one side of the bed and in other areas as well.

All doorways that get any kind of use from my husband and I are badly crushed. In reality, this carpet isn't looking much different from previous, which we'd had for 12 years! Called the retailer and explained, owner stated we'd need to have carpet re-stretched in order for an independent evaluator to check it out. We moved furniture yet again--a definite pain.

It's now been 5 weeks since re-stretching, retail owner was supposed to submit a claim and get back to us ASAP. My husband just now called him and got a complete run around. He states he is unable to get in touch with whoever at Mohawk. I should add my husband and I are retired and in our mid 60's--not a bunch of little kids running around.

I'm highly disappointed both in product and customer service. I very naively believed the warranty.

View full review
Loss:
$8000
Cons:
  • Carpet quality and poor customer service
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

1 comment
Laura.from.Mohawk

Hi there, I'm Laura from Mohawk Flooring. I'm very sorry to hear about your experience with your carpet!

I understand you're already working with your retailer to submit a claim.

If you wouldn't mind sending us some info at the following site, we'll be able to follow up with you: http://www2.mohawkflooring.com/consumer-affairs/default.aspx

I'm so sorry again for your experience. Take care-- Laura

Anonymous
map-marker Charlottesville, Virginia

Mohawk Carpet with a 25 year wear warranty is not worth the paper it is written on.

You are so right, Mohawk does not care nor does the company you purchased the mohawk carpet care - their response to me was your warranty is with Mohawk. Really?

that is why I bought from you because you are a reputable company and stand by the products you sell or so I thought. I truly believed they would go to bat for me with Mohawk but they did not. Wasted a lot of money but I am not through. I am considering getting legal assistance to recoup what my husband and I spent $4,000+ and yes longer purchase floor covering through a big box store.

Any help or advice would be appreciated. Thanks!

View full review
Reason of review:
Poor customer service
1 comment
Guest

I have a major problem also with Mohawk Carpet. I bought the SmartStrand carpet from Mohawk with a 25 year warranty.

Purchased this carpet 18 months ago and it is terrible. It will NOT come clean even after I tried twice--and had a professional carpet cleaner try twice as well. Mohawk will not honor the warranty.

I want to start a Class Action lawsuit and have seen dozens of people express an interest in this. If you are interested--email me at leefintel@***.com

Anonymous

Mohawk Industries - Wood Floors All Gouged Review

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The wood is engineered wood it has cracks in the planks. I want to file a claim to replace the wood.
View full review
Reason of review:
Bad quality
1 comment
Laura.from.Mohawk

Hi there, I'm Laura with Mohawk Flooring. I'm sorry to hear about your experience with your wood flooring.

To file a claim: in most cases you contact the retailer who sold you the flooring. The retailer is typically responsible for handling the claim on your behalf, and they will work with Mohawk for you.

If your retailer is out of business, is unresponsive, or reports that they do not file claims for customers, you can contact our Consumer Affairs team by filling out the following form: http://www.mohawkflooring.com/consumer-affairs/ I apologize again for your experience! Take care-- Laura

Anonymous

Mohawk Industries - Review in Household Services category

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Bought Mohawk laminate flooring February of 2015 20 year warranty. Installed in march of 2015. Day after installation called retail store where we bought from told them flooring coming up at all seems. Filed claim with Mohawk and denied them stating it was due to humidity damage. Absolutely impossible. Flooring was coming up night of installation. Put in complaint with BBB and Mohawk will not replace. Mohawk flooring is the worst floor manufacturer I have ever dealt with. Very poor product and they don't stand by their product
View full review
Reason of review:
Warranty issue
Anonymous
map-marker Hialeah, Florida

Mohawk Industries - Review in Household Services category from Hialeah, Florida

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The worst service worst product. Worst Company to work for, unethical and almost inhuman. They only care about the money. They don't care about the clients or employees or the safety of the Drivers. My husband works for that company for almost 20 years and they are making him go to work under Hurricane conditions. He has to drive early to deliver products to businesses during the Storm to an area that will be impacted tomorrow by hurricane Mathew. Horrible Company. I hope Drivers don't get involved in more accidents, this Company is making Drivers to work many hours with not enough rest or sleep. Population is at risk of accidents on the road with those exhausted drivers. Please let the authorities know and investigate this Company to avoid more tragedies. Please
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Adalene Lzv
map-marker Chandler, Arizona

SmartStrand Carpeting - Get It Off The Market

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How does a product get recalled? This carpeting needs to be recalled because it is so inferior & Mohawk refuses to do anything about it. The so called Warranty is no warranty at all. Do not buy SMARTSTRAND. You have been warned. Every time I vacuum this carpet my blood pressure rises because I feel I was duped. Mohawk refuses to stand behind their 25 year warranty. There needs to be some accountability. If they are unwilling then my recommendation is that they take it off the market. No one needs the headache of dealing with the carpet & Mohawk.
View full review
Loss:
$3000
Reason of review:
Quality & Warranty

Preferred solution: Full refund

4 comments
Guest

Our smart strand is a great disappointment Just 3 yrs old & spots look 100 yrs. NO MORE MOHAWK !!!!

Guest

I couldn't agree more. This was not an inexpensive carpet.

The stains started EIGHT MONTHS after I bought it and they won't come out -- even after two professional cleanings. The manufacturer is not standing behind their warranty. When I contacted Customer Service, I was told to get a private inspector. The closest one is two states away!!!

I will NEVER buy another Mohawk product.

You shouldn't either.

THIS PRODUCT SHOULD BE TAKEN OFF THE MARKET.

Laura.from.Mohawk

Hi Linda, Thank you for your feedback, and I apologize again for your experience. I'm sending your review to our Consumer Affairs team and will direct them again to our messages on another site from a few months ago. I'm very sorry again.

Guest

I am having same trouble with carpet from Mohawk it's bad carpet.

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Anonymous
map-marker Honolulu, Hawaii

Mohawk Industries - Carpet Review from Honolulu, Hawaii

My smart strand lasted almost a year, then matted and crushed to were its trashed. Mohawk says that's normal in a household with two people.

$5000 down the drain. Please get a class action suit against these crooks!!

Lifetime warranty!! ( yeah right)

View full review
Reason of review:
Bad quality
2 comments
Guest

Sounds good. Please let me know if class action lawsuit.

I had the same proble. Thank you

Laura.from.Mohawk

Hi there, I'm Laura with Mohawk. I'm so sorry to hear about your experience with your carpet.

I know you've already filed a claim, but I wanted to let you know that you can reach our Consumer Affairs department by sending us some info at the following page: www.MohawkFlooring.com/consumer-affairs/

I'm apologize again for your experience. Take care-- Laura

View more comments (1)
Anonymous
map-marker Howell, Michigan

Mohawk Industries Carpet Flooring Review from Howell, Michigan

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I bought a nrw Pulte condo and chose the highest level offered, paid $2000 extra. We, immediately, saw matting. I was required to hire a certified carpet cleaner before Mohawk would look at the problem. Mohawk hired an independent inspection whom said there was corn rowing. The pictures were horrible. Mohawk claims no manufacturing problem. DO NOT BUY MOHAWK. I must rake the carpet every day. I am out the original cost, must rake, the carpet every day, and soon, I must buy new carpet or hate my new condo. Mohawk does not warranty corn rowing. So, after only1 year, I must rake the carpet and sweep the carpet. Mihawk does not care.
View full review
Reason of review:
Bad quality
1 comment
Laura.from.Mohawk

Hello Linda, this is Laura with Mohawk Flooring - I'd responded to your review on another site and then saw your review here as well. I'm very sorry again to hear about your experience with your carpet.

I understand that you've already filed a claim, but I wanted to apologize again and let you know that you can send comments to our Consumer Affairs department by providing us with some info at the following site: www.MohawkFlooring.com/consumer-affairs/

I'm really sorry again for your experience, Linda. Take care-- Laura

Anonymous
map-marker New York, New York

Problems with SmartStrand

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A room of SmartStrand carpet almost immediately got pulls and frays. We have no children or pets and the room is rarely used. The Mohawk warranty is for "manufacturing defects" and they are the ones who get to decide that it's not a manufacturing defect! This is outrageous. A carpet being sold as sturdy and long-lasting has turned ragged for no reason--and they will not stand behind it. I would recommend being very wary of this product. We had two other rooms of carpet installed at the same time which have held up very well, and Mohawk has not bothered to explain why this one room which has failed is not supported by its warranty.
View full review
Reason of review:
Bad quality
1 comment
Laura.from.Mohawk

Hi Janice, this is Laura with Mohawk Flooring--we'd been exchanging messages on another site, and I saw your post here. The Consumer Affairs team advised me that they'd sent you information about having a second inspection done.

I will notify them of your feedback here and your recent response on the other site. Thank you Janice-- Laura

Anonymous
map-marker Fort Myers, Florida

Poor performing Smartstrand Carpet

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Had the master bedroom of a seasonal residence for 2 adults, no pets done with Smartstrand. The seam keeps coming up and the fibers are terribly matted and the carpet looks about 10+ years old. Mohawk is denying the warranty due since we haven't had the carpet cleaned every 18 months....We haven't been in the residence for a total of 18 months and the carpet isn't even dirty! After finally getting the dealer to get a file claimed Mohawk never sent anyone out to actually look at the carpet. I've noticed Mohawk does everything it can to hide behind it's warranty which by the way the dealer, Wayne Wiles in Fort Myers never gave us at the time of purchase. The dealer will not stand behind the product they old us either. Now what...? Please don't purchase a Mohawk product and if you live in SW Florida do not do business with Wayne Wiles.
View full review
Cons:
  • Poor quality
  • Customer service
Reason of review:
Damaged or defective

Preferred solution: Wayne Wiles to replace the product with another product less the cost of our original purchase.

1 comment
Laura.from.Mohawk

Hi there,

I'm Laura with Mohawk Flooring. I'm so sorry to hear about your experience with your carpet.

If you wouldn't mind providing our Consumer Affairs team with some contact info for you at the following site, we'll be able to follow up with you: www.MohawkFlooring.com/consumer-affairs/

I apologize again for your experience!

Take care,

Laura

Anonymous
map-marker Surprise, Arizona

2 spots keep showing up

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I purchased this area rug from Kohl's on 10/21/14. It's been washed at least 3 times according to the directions but the stains do not go away. I really like the color and size which is hard to come by I learned. It is still in good condition except for those two stains. I was also pleased with the price, in addition to the brand (Sonoma Life & Style.) This is a product with "lifetime stain & soil protection", and it's life isn't over yet! Therefore, I would like either a refund or replacement please. I appreciate your assistance in this matter and living up to your promise. Thank you. Marguerite Teschke
View full review
Loss:
$15
Pros:
  • That i can do this online
Cons:
  • How long this took me
Reason of review:
Stains that won't wash out

Preferred solution: Full refund

1 comment
Laura.from.Mohawk

Hi Marguerite, I work for the flooring side of Mohawk, not the area rug division, but I can send your review to the area rug folks. They will be able to advise you. Take care-- Laura

Anonymous
map-marker Canton, Michigan

Mohawk Warranty

Be very careful dealing with Mohawk Industries and their warranties. If you don't have receipts from PROFESSIONAL carpet cleaning services for every 18 months you have the carpet, Mohawk will summarily reject your quality complaint. If you clean your carpet yourself, you have apparently voided your warranty. Not even the courtesy of a visit from their local rep to take a look at your complaint! We would not recommend this company or their products because they will not support you if you have a complaint. It's our fault, but none of this was discussed with us by their retailer, World of Floors (now out of business) at the time of purchase.
View full review
Reason of review:
Warranty issue
4 comments
Laura.from.Mohawk

Hi Dennis, I'm Laura with Mohawk Flooring--I saw your feedback on another as well, and I just wanted to say again that I'm very sorry for your experience with your carpet. A professional cleaning every 18 months is indeed required for the warranty.

If you'd like our Consumer Affairs team to follow up with you, just let me know.

I apologize again Dennis! Laura

Guest
reply icon Replying to comment of Laura.from.Mohawk

Yes Laura, I'd like someone to follow up. The fact that a professional cleaning is requored every 18 mnths is a well hiddn feature of your warranty, and provides a quick "out" for Mohawk n addressing problems. We were not told of this condition when we bought your carpet!

Guest

Having a big problem with the poor wear of Mohawk smart strand carpet. Installed 8/13 in the master bedroom of a seasonal residence for 2 adults.

The carpet looks wooly, soiled and about 25 years old.

Definitely do NOT recommend. Other consumers with similar problems please post your experience.

Guest
reply icon Replying to comment of Guest-1147503

That is a great description " wooly" to what we experienced. We installed 3 years ago and several issues occurred-the unraveling of strands creating an overall fuzzy look and poor wear.

We are two adults who literally go up and down the steps and all only twice a day. No kids , no dogs. And it disco lords in patches. Same thing - should've had it professionally cleaned by a " truck mounted cleaning system" every 18 months and better show proof.

No one stood behind us. Thus carpet is no longer made.

Not much support from the local store -who are our friends. Awkward and expensive.

View more comments (3)
Shiraz Dbt
map-marker Tinton Falls, New Jersey

Keep Vigilant Against Mohawk Industries/Congoleum

Many people have had problems with Congoleum DuraCeramic Flooring. The finish rubbing off after two to three years,revealing the base white ceramic. This product actually had a lifetime warranty!!Mohawk makes it very difficult to get any satisfaction. If you have a problem with this product don' give up!! A) File complaints with all State and County consumer agenciesB) Initiate action in Small Claims CourtC) Definitely file a complaint with the Federal Trade Commission!D) Complain to your installer or the store you where you bought the flooring, they have acted as agents selling this product
View full review
Loss:
$2500
Cons:
  • Product
Reason of review:
Damaged or defective

Preferred solution: Deliver product or service ordered

Shiraz Dbt
map-marker Eatontown, New Jersey

Mohawk Congoleum Duraceramic

This is a defective product manufactured for years by Congoleum. We purchased our floor in 2008. In 2011 we filed several complaints with our county consumer board with ties to the NJ Attorney General's Office. We also had a visit from the independent inspector,sent by Mohawk.

The independent inspector (paid by Mohawk) was a complete farce!

Eventually Smart Carpet replaced this floor with a new one! ( no charge )

In a few months the same problem was occurring with our new floor! ( scratches or spotting showing base white ) Absolutely very ugly.

You must keep vigilant against Mohawk Congoleum. Our next step will be Small Claims Court

View full review
Reason of review:
Bad quality
1 comment
Guest

Hi Edward, I'm Laura from Mohawk Flooring--I'm very sorry to hear about your experience in this review and the one you submitted below. If you'd like to provide our Consumer Affairs team with some contact info and product info at the following site, we'll follow up with you: www.MohawkFlooring.com/consumer-affairs/ .

I apologize again! Take care, Edward-- Laura