Business ProfileforMohawk Industries, Inc.

On June 19, 2023, we had 157 square yards of Mohawk Flooring ******** 100% New Zealand Wool carpet installed in our home for $12,062 by ******** ****** ***** ******* ****. We are elderly retired people with no one else living in the home. We had a new vacuum and properly used it regularly, however, within a few weeks of installation we noticed unusual signs of wear in front of our couch. On or about August 29, 2024 we completed an online form and made a warranty claim to Mohawk Flooring. On August 29, 2024, we received an email reply from ******** *****, Technical Services ************* **********), along with copy of the ******** Warranty. Ms. ***** told us to “contact the retailer where the carpet was purchased.” We went and saw ***** *****, Customer Care Specialist at ******** ****** **** who sent Installation Manager ** **** to our home on September 19, 2024 to inspect the carpet. Mr. **** easily identified the problematic area, took several photographs, looked at our vacuum cleaner, and said a claim would be filed with Mohawk. On September 30, 2024, we received a phone call from Mr. ***** who stated Mohawk said the wear of our carpet is a “pivot point” and denied our claim. We’ve read the warranty sent by Ms. *****. We see the carpet has a 10-year abrasive wear warranty, 10-year limited texture retention warranty and a lifetime warranty on manufacturing defects. What we do not see are the words “pivot point” in the warranty. This was an expensive carpet and wear signs at less than two months is not acceptable. We expect Mohawk to honor their warranty and replace the carpet in the living room with no additional cost from us.